How we work together, and what you get back

The way Ryde merchants and providers treat customers and each other, Ryde's promise to you, and every perk that exists today: referrals, rewards tiers, the Grow coach and Ryde One.

Ryde is a super-app, but it is not a machine. It is a colmado owner, a plumber, a cook, a moto courier and a rider, all on one map. Everything below comes from one idea: treat every customer like family, and Ryde treats you the same way.

How we work together

• Be reliable. Open when your hours say you are open. If you cannot open, close the store in the app so nobody orders into a closed door.
• Respond fast. A new order or request rings your phone. Answer it in the first minute. An unanswered order is re-nudged, then cancelled and refunded by the system, and that customer rarely comes back.
• Say yes only when you mean it. Reject or decline the moment you know you cannot deliver, not later. Your tier rewards finishing on time, never saying yes.
• Be honest about cancellations. If you have to cancel, do it in the app so the customer is told and refunded at once. Never let an order sit hoping it goes away.
• Treat every customer like family. Greet them by name on the check, hand over the order with a smile, read the pickup code to the courier, and rate your customers fairly.
• Keep the price honest. What the customer sees in the app is what they pay. No surprises at the door, on the table or on site.
• Look after the people who work with you. Give each employee their own PIN, explain the till count at the end of the day, and never share an owner PIN.

Ryde's promise to you

• Plain money. Every order shows gross, commission and net. Every payout shows its status and, if declined, the reason. No hidden fees are ever taken from your sale; the card-processing fee is paid by the customer and printed on their receipt.
• Your tools, included. The till, the kitchen screen, tables, inventory, the AI menu builder, the client waiver, WhatsApp on your own number where enabled, accounting and payroll when switched on for your store: all part of your Ryde account today.
• A person reviews what matters. Your application, your payout requests and your cash deposits are checked by a human, so a mistake can be fixed by a human too.
• Your records are yours. Every signed waiver, proof photo and shift count is kept and can be printed. Editing a waiver later never changes what a past client signed.
• Help in your language. The app, this Help Center and the Ryde AI Assistant speak English and Spanish.

Invite and earn: the referral program

1. Find your codeOpen the menu and tap "Invite and earn". Your referral code is six letters and numbers, and your invite link is ryde.us.com/r/ followed by your code.
2. Share itTap "Share Ryde" to send the link by WhatsApp, text or anywhere else. Your regulars, your family, your staff: anyone who does not have Ryde yet.
3. They sign up with itYour friend enters the code at sign-up, or within seven days after, before their first ride. They get a welcome bonus.
4. You get paidAfter their first completed ride, your bonus lands in your Ryde wallet as "Referral bonus". The "Your invites" list shows each friend as Invited, then Rewarded, and "Earned" totals it up.

The bonus amounts are set by Ryde and shown on the "Invite and earn" screen, so they are always current there. There is a monthly cap on rewarded invites per person, one referrer per new account, and no self-referrals. Inviting a driver works too: driver bonuses are paid with their regular earnings once they qualify. Today the rewards are for inviting riders and drivers; there is no separate reward for inviting another shop.

Rewards & tier

Open "Rewards & tier" to see your merchant tier for the last 30 days. It is built from four things: completed orders, on-time completion, reliability and your rating. It deliberately does not count how many orders you accept, because rewarding a yes pushes people to take work they cannot deliver. Silver, gold and platinum each need more completed orders, a higher on-time rate and a higher rating than the last. A metric with no data yet shows as empty, never as a flattering score.

The same screen lists "Active challenges" when Ryde is running one for merchants: a goal, a progress bar, the reward and the end date. Finish the goal before the date and the reward is yours.

Grow: a coach that uses your real numbers

1. Set your growth goalOpen "Grow" and tap "Set your growth goal". Choose Weekly revenue, Weekly orders or Rating, type a target, and add a north star if you like. Tap "Start my plan".
2. Do today's focusEach day Grow shows one concrete thing to do, based on your real orders. When it is done, tap "Done today".
3. Check the week"This week" shows On track or Needs attention against your target. Tap "Talk to Ryde AI" to ask why, in plain words.

Nudges you did not have to ask for

• An accepted delivery that is not ready after about half an hour gets a "speed it up" chime; after about 45 minutes, a "call the courier" ring.
• About 45 minutes before your posted closing time, a wind-down reminder. Providers hear "wrap up your current job".
• Three days and one day before a holiday or a local event, a heads-up to stock up or open extra slots.
• Providers get a "Leave now" reminder timed to the real drive to the next appointment, and an evening digest of tomorrow's bookings.

Ryde One, from your side of the counter

Ryde One is a monthly membership for customers. Its core benefit is free delivery on store orders. That free delivery is paid by Ryde: the courier is paid in full and your net is exactly what it would be on any other order. A Ryde One member is simply a customer who orders more often. Welcome them.

One big family, at the front of super-app innovation

Rides, food, groceries, packages, home services, video consults, a full till, a kitchen screen, books and payroll, an AI assistant that has read this whole manual: no other app in the region puts all of that in the hands of the people who actually do the work. We built it for you, and we keep building it with you. When something here is unclear or missing, tell us from the Help section of the app. That is how the next page gets written.