How do I get my money?

We send your money 2 hours after the ride if you travelled as planned.

The money will arrive in your Mpesa account within 1 to 5 weekdays (not counting weekends and holidays).

Make sure you’ve added your Mpesa details on the Transfer methods page on your Profile.

You have to complete every field and don’t forget to save!

If you’re using Mpesa, you’ll have your money within a few minutes of asking for the transfer.

Find out more about getting your money through Mpesa.

When do I get my money?

We send your money 48 hours after the ride if you travelled as planned. You’ll get your money 1 to 2 weekdays (not counting weekends and holidays) after we send it.

If you don’t see any money here, it’s because we already sent it. You can check out what we’ve sent in your Transfer history.

How do I get my money through Mpesa?

Enter and save the Mobile Number for your Mpesa account on for my wallet in the app.

Make sure Mpesa is set as your Default transfer method. If you’ve already added your Mpesa account, we send your money there after the ride if you travelled as planned.

Keep in mind that when you add your Mpesa account, it will automatically become your default transfer method.

Don’t have a Mpesa account? Not to worry! Once you’ve asked for your money, you’ll receive an email from Mpesa showing you how to set up your account.

Once you’re up and running with Mpesa, you’ll have your money a few minutes after we send it.

If you’re having difficulties finding your money on Mpesa, you can get in touch with them here.

How do I change my transfer method?

You can change your Transfer method from the Transfer methods page on your Profile.

You always have the option of changing the Mpesa or Mpesa account where you’ll get your money. When you make changes to your Mpesa or Mpesa details, the most up-to-date method becomes your Default. You can only use one at a time.

Making payments
When will I be charged?

You’ll be charged once your booking has been accepted by the driver!

Depending on the driver’s preference, this’ll either be immediately, or they’ll review your request before deciding whether to travel with you.

We’ll then send your money to the driver when the ride is completed.

Is it safe to pay online?

Absolutely! Paying for a ride online is ultra-secure.

We work tirelessly to make sure you can enter your payment details on Saafiri without any concern. Our site and apps are secure and encrypted, eliminating the possibility of anyone using your data even in the unlikely event that Saafiri is compromised.

There are two clues that indicate that it’s completely safe to pay on our site:

- A small padlock in the browser

- A secure URL (https://)

If you’re still feeling skeptical, you can always ask your Mpesa for a “virtual” credit or debit card to pay online or book your seat using Mpesa.

How do I pay with Mpesa?

Here’s how to pay for your ride on Mpesa:

Go to my wallet and then to Top up and follow the simple steps.

Happy with everything? Tap Pay Now.

You’ll then be automatically redirected to Saafiri, where you’ll see details about your booking and the driver’s phone number.

Everything will be confirmed by email too (by Mpesa and Saafiri).

How are service fees calculated?

Saafiri drivers set their own fares for every empty seat they have. This is because different car makes have different consumption rates and running costs. Saafiri will deduct 20% as service fee from the driver.

Why are there service fees?

Service fees exist to help cover the costs of keeping Saafiri up and running for our members. By charging service fees, we can employ a motivated team, which works everyday to improve the carpooling experience for a growing community.

Where can I find an invoice to claim back my expenses?

We send an email that can be used to justify your expenses immediately after you book online. Search for ‘Payment receipt for your booking’ in your inbox and you should be able to find it.

The email has all the info that you need to claim back your expenses, like our VAT number. You’ll also see the amount of VAT that you’re paying from service fees. This is shown as the exact amount rather than a percentage.

If you can’t find the email in your inbox, you should check that it didn’t slip into your spam folder.

Cancellations or No shows

What if I can't contact a passenger?

Can’t get in touch with your passenger? Take a quick look to make sure you have the right number. You will be able to see the number or call from the app.

If you’re worried that your ride is approaching, you can cancel their booking and report that they’re unreachable. Their seat will be available for another passenger to book.

What if a passenger cancels before departure or doesn’t show up?

It happens, but we know how disappointing it can be. That’s It’s even worse when someone doesn’t show up. You can report this by heading to your ride and tapping on “Didn’t travel?” Saafiri will show you an alternative passenger travelling your way.

- My passenger cancels 24 hours before my ride leaves

We’ll make the seat available for new passengers. There’s still plenty of time for you to find another passenger.

- My passenger cancels less than 24 hours before my ride leaves

We’ll make the seat available for new passengers, and you’ll receive 50% of the booking, even if a new passenger books.

My passenger doesn’t show up

When you let us know, we'll get to work on the claim. We give the passenger the chance to agree or disagree with you to be fair. If it turns out the passenger was at fault, you’ll get 100% of the money, just as though you travelled with them.

Our policy is spelled out in more detail in our Terms & Conditions.

How do I cancel a ride?

It only takes a minute to delete or cancel your ride. Obviously it’s much easier if you don’t already have passengers. But either way, you can head to your Rides and find one you want to delete.

Pick a reason for your cancellation and take a quick moment to share any relevant details (only our Community Relations team will see this info). It’s totally fine if you can’t travel anymore, but to keep the awesome trust and love we have in our community, cancel online and let your passengers know ASAP. They’ll be grateful for the extra time to find another ride.

We’ll let them know about the cancellation by SMS and email.

You won’t be penalized for cancelling, but when drivers cancel regularly and/or at the last minute, we can suspend them from posting to keep Saafiri reliable.