On August 25, a day before Teej celebrated as ‘Dar Khane Din’ or feasting day, Shristi Thapa Magar (named changed) left her scooter for servicing in Teku. Magar, who works at a handicraft store in Pulchowk, had left work late in the afternoon, bought sweets, and planned to reach the service centre by using a ride-hailing service.

“In the morning, when I left the scooter for servicing and took [the ride-hailing app] inDrive, it cost me Rs90. But that same evening, even when I offered a fare of Rs150, no rider accepted my request,” shared Magar.

Magar even tried Pathao (another ride-hailing app), but despite showing riders nearby, she did not get one. “I was in a rush to get my scooter as the service centre was about to close, so I took the bus after not finding any riders even after waiting for more than half an hour.”

Dhristi Rajbanshi (name changed as she also does not want to be blacklisted by ride-hailing services), who joined a new job about nine months ago, also shared her struggle.

No doubt, ride-hailing services have made commuting easier on Nepal’s busiest roads compared to troubled public transport. But the stress of securing a ride persists. “You don’t know how stressful it is to get a ride in one go,” said Rajbanshi, an accountant at a medical-goods wholesale store in Tripureshwar.

Living in a hostel at Baneshwar, Rajbanshi commutes daily using ride-hailing services. She has both inDrive and Pathao apps on her phone to ensure she reaches the office on time.

“My office starts at 10 am, and it is not a problem getting a ride in the morning. But in the evening, while returning to the hostel, I always face a problem. Many riders are rough and do not behave politely,” she said.

When ride-hailing services gained popularity in Nepal, commuters found them affordable and hassle-free. But lately, complaints have been rising.

Pathao says its app has been downloaded six million times, with around 40,000 active riders a month and an average of 65,000 daily rides across the country. It currently operates in seven provinces.

inDrive Nepal, meanwhile, said the company is witnessing steady growth in both riders and drivers.

According to Surakshya Hamal, marketing director of Pathao Nepal, demand spikes during festivals, but service becomes unreliable as many riders leave the Valley to celebrate Dashain. With fewer riders available, customers end up waiting longer.

“Most riders are associated with multiple ride-sharing apps, and during peak times they limit their service,” Hamal said.

On fare hikes, she explained that the system slightly increases fares to motivate riders but insists the charge remains reasonable.

InDrive operates differently. “Riders propose a fare they feel is fair, and drivers can accept, decline, or counter-offer,” said Pavit Nanda Anand, Asia Pacific communications lead for inDrive. This peer-to-peer pricing model, she said, gives freedom to both drivers and passengers and ensures fairness, especially during high demand.

But even as usage rises, regulation has not kept pace.

Hamal noted that the lack of government guidelines makes it harder to address issues like offline rides. “We suspend such riders based on customer complaints,” she said. inDrive also claims to monitor rider behaviour closely.

Despite a Supreme Court directive in January to expedite ride-hailing legislation, no guidelines have been implemented.

Balaram Dhakal, secretary at the Ministry of Labour, Employment and Transport, Bagmati Province, said the guidelines have been sent to the province’s law ministry but remain stuck there. “As the minister and secretary recently changed, the ministry might ask to make changes in the guidelines. However, the guidelines are not our current priority,” Dhakal admitted.

The Supreme Court had recognised ride-hailing as a legitimate service, noting its employment benefits and direct customer access. In 2023, the government even amended the Industrial Enterprises Act to officially recognise ride-hailing companies. Yet, more than a year later, the guidelines remain pending.

Consumer rights activists say opportunism is worsening the problem.

“Bad behaviour, unfair pricing, and exploiting of difficult times have spread negativity among users,” said Prem Lal Maharjan, president of the National Consumer Forum. “Ride-hailing was expected to provide reliable service, but quality has declined in Nepal.”

Maharjan criticised the government for delaying regulation despite a court order. “This harms both customers and companies. The involvement of middlemen in the transport sector delays laws and complicates implementation,” he said.

He added that global ride-hailing companies are eyeing Nepal’s competitive market, but the government’s sluggishness is discouraging investment.