Rules for riders

You can use ByFly Taxi from the age of 18. The terms are in the Public offer for riders: you accept it when you register in the app (offer, clause 1).

ByFly Taxi is working in test mode right now: rides are free, and the app shows «Free ride (test)».

You see the price before ordering, and it is fixed. It does not depend on the payment method, your data, your device or your trip history (offer, clause 2).

After you order, the price changes only in four cases: you changed the destination or added a stop — only with your consent; you changed the car class during the search; paid waiting; a toll road or paid entry. Demand, traffic and the route the driver chose do not change the price (offer, clause 2).

The demand surcharge is no more than 3 times; there is none during emergencies, incidents or a mass outage of another taxi service. Paid pickup costs no more than the minimum price of the class (offer, clauses 2.1, 2.2).

The driver cannot raise the price or ask for extra money. If they did, mark «Asked for extra money» when rating the trip or write to support.

Ordering for another person — with their consent: they get one SMS about the trip (except between 22:00 and 08:00) (offer, clause 2.3).

Pay with the methods the app shows; the price is the same for any method (offer, clause 3). Right now: in cash to the driver.

The receipt is issued by the carrier — the driver (offer, clause 3).

An unpaid trip becomes a debt: it is added to your next order as «Debt from a previous ride» (offer, clause 3).

You can cancel an order for free within 3 minutes after a car is assigned. The app shows whether cancellation is free before you confirm it.

The driver waits for you for 2 minutes for free; after that waiting is paid per minute.

A later cancellation costs half of the class's minimum price, a no-show — the minimum price. Any such fee is no more than 30% of the trip price.

A child under 12 needs a child seat or a booster; in the front seat — only a child seat (traffic rules).

If your class has the «Child seat» option, turn it on when ordering — only cars with a checked child seat will get the order. The price of the option is shown in the order.

Without a child seat, the driver may refuse a trip with a child.

Call and message the driver through the app. Calls in the app are recorded; without consent to recording, the call will not connect (offer, clauses 10.1, 10.2).

Call recordings are stored in Kazakhstan for 30 days; in case of a complaint or SOS — until the case is closed and 30 more days. Only the support service listens to them; they are not used for voice identification or AI training (offer, clauses 10.3, 10.4).

The app does not record sound in the cabin (Trip and call recording rules, clause 5).

How we process data is described in the Privacy policy. You can delete your account in the app settings or on the support page.

During a trip there is an «I need help» button: a ByFly duty officer will see your trip and contact you. If you are in danger, call 112.

Add trusted contacts: profile → «Safety» → «Trusted contacts». If you press SOS during a trip, ByFly will send an SMS with a link to the trip to those of them who agreed to receive it. The link shows the trip until it ends and for one more day.

After a trip, rate it from 1 to 5 stars and mark what was good or bad. A rating can be given within 7 days, one per trip.

With a 1–3 star rating, you can choose «Don't assign this driver to me» — this driver will not come to you for 180 days.

Drivers rate riders too. Your rating is the average of the last 100 ratings (if there are at least 5); the driver sees it in the order offer and can choose «Don't match me with this rider again».

We use ratings to look after the quality of drivers — how exactly is described in the Quality rules for drivers.

Questions and complaints — in the app: «Support» → «Message Eva» or «Call Eva». Eva answers about the trip, payment or the app; if a person is needed, she will call an employee.

Left something in the car — «Support» → «I left something in the car», and support will help you find it.

An answer to a complaint comes within 10 business days. If you disagree with the answer, you can contact the Consumer Rights Protection Committee of the Ministry of Trade and Integration of Kazakhstan, use pre-trial procedures or go to court (offer, clause 7).

Email and hotline — on the support page.

For fake trips, multiple accounts and collusion in the invitation network, accruals are paused, and if it happens again — the account is excluded from the network. The decision can be appealed within 90 days (Invitation network rules, section 9).

If the app says «Account blocked», write to support — we will explain the reason and what can be done.

Intercity: free cancellation — before a driver is assigned or no later than 30 minutes before pickup; late cancellation and no-show — 10% of the price; children under 12 — only in a child restraint; small pets — in a carrier and with a note in the order (Intercity terms).

Courier and Cargo: what we do not carry; terms — Courier and Cargo.

Food: Food terms and returns and replacements.