Terms of Service

By accessing or using Twendex services, you agree to be bound by these Terms of Service. If you do not agree to these terms, please do not use our services.

These terms apply to:

• Individual customers shipping personal packages
• Business customers using our logistics services
• Carrier partners providing delivery services
• Anyone accessing our website or mobile applications

Account Registration

• You must provide accurate and complete information
• You are responsible for maintaining account security
• You must notify us immediately of any unauthorized access
• One person or entity per account unless otherwise agreed

Account Responsibilities

• Keep your password confidential
• Update your information as needed
• Comply with all applicable laws and regulations
• Not use the account for illegal or fraudulent activities

Service Description

Twendex connects customers with verified transport providers for cargo delivery and passenger ride services where the applicable market pack enables them.

Prohibited Items

You may not ship illegal substances, contraband, undeclared hazardous materials, weapons, explosives, restricted perishables, or anything prohibited by the applicable local, cross-border, transport, customs, or safety law for the route.

Packaging Requirements

Items must be properly packaged, declared, labelled, and sized for the chosen route, vehicle, and market rules.

Pricing

Prices are shown before booking confirmation and depend on the route, product, vehicle, market pack, and payment rail.

Payment Terms

Payment methods, cash handling, mobile money, bank transfer, card acceptance, refunds, tax treatment, payout timing, and deductions are available where the applicable market pack enables them.

Currency

The booking screen and applicable country-pack annex control the supported currency and payment rail.

Limited Liability

Twendex liability is limited to the lower of declared value, actual proven loss, or the caps stated in the applicable booking, country-pack annex, insurance terms, or mandatory local law.

Insurance Coverage

Insurance is optional or partner-provided unless the booking screen and applicable market pack state that cover is active for that route, product, and provider.

Exclusions

Coverage does not apply to undeclared high-value items, prohibited goods, improper packaging, or circumstances excluded by the applicable insurance terms or mandatory law.

Complaint Process

1. Contact Twendex support first at support@twendex.com or WhatsApp +256770616744 (text only)
2. File a formal complaint if the issue is not resolved
3. Escalate to management or the regulator/authority path named in the applicable country-pack annex where mandatory law provides one
4. Mediation, arbitration, or court proceedings may be used as a last resort

Governing Law

These terms are governed by Uganda law by default. A signed country-pack annex, local partner contract, or mandatory local consumer, transport, privacy, or payment law may change or supplement the governing framework for a specific market.

Dispute Forum

Disputes are handled first through Twendex support. If a formal forum is required, the applicable forum will be the Uganda courts by default unless an approved country-pack annex or mandatory local law requires a local regulator, court, or arbitration path.

Termination by You

You may close your account at any time by contacting customer support. Outstanding shipments must be completed.

Termination by Twendex

We may suspend or terminate accounts for:

• Violation of these terms
• Fraudulent or illegal activity
• Non-payment of fees
• Abuse of our services or staff
• Providing false information

Effect of Termination

• Access to services will cease
• Outstanding payments remain due
• Data retention per our privacy policy

Modifications

We may update these terms with 30 days notice. Continued use constitutes acceptance of new terms.

Entire Agreement

These terms constitute the entire agreement between you and Twendex regarding our services.

Severability

If any provision is found invalid, other provisions remain in effect.

No Waiver

Our failure to enforce any right does not constitute a waiver of that right.

Contact Information

• Email: info@twendex.com
• WhatsApp (text only): +256 770 616 744
• Address: TWENDEX TRANSPORT NETWORK CO. - SMC LTD, Wakiso, Uganda

Market applicability: This role section applies where the relevant sender, carrier, passenger, payment, payout, and support workflows are active. TWENDEX TRANSPORT NETWORK CO. - SMC LTD, Wakiso, Uganda is the default contracting entity unless an approved country-pack annex names another Twendex or partner entity. Contact support@twendex.com or WhatsApp +256770616744 (text only); regulator or authority paths follow the applicable market annex and mandatory local law.

Carrier Obligations

As a carrier partner on the Twendex platform, you agree to:

• Maintain valid licenses, permits, and insurance as required by law
• Provide accurate vehicle and driver information
• Accept shipments in good faith and deliver them safely and on time
• Follow all traffic laws and safety regulations
• Maintain professional conduct with customers and recipients
• Report any incidents, accidents, or delays immediately

Insurance Requirements

• Carriers must maintain valid commercial vehicle insurance
• Minimum liability coverage as specified by local regulations
• Proof of insurance must be provided during onboarding
• Insurance must remain active throughout carrier partnership

Payment Terms for Carriers

• Payment is processed after successful delivery confirmation
• Standard payment cycle: Weekly or bi-weekly as agreed
• Payment methods: Mobile money, bank transfer, or card
• Platform commission is deducted from each completed shipment
• Disputes must be reported within 48 hours of payment

Performance Standards

• Maintain minimum 4.0 star rating to remain active
• On-time delivery rate must exceed 90%
• Response time to shipment offers: Within 2 hours
• Complete all accepted shipments unless cancelled by customer
• Provide real-time tracking updates during transit

Carrier Rights

• Right to accept or decline shipment offers
• Right to fair compensation for services rendered
• Right to dispute ratings or reviews
• Right to terminate partnership with 30 days notice

Market applicability: This role section applies where the relevant sender, carrier, passenger, payment, payout, and support workflows are active. TWENDEX TRANSPORT NETWORK CO. - SMC LTD, Wakiso, Uganda is the default contracting entity unless an approved country-pack annex names another Twendex or partner entity. Contact support@twendex.com or WhatsApp +256770616744 (text only); regulator or authority paths follow the applicable market annex and mandatory local law.

Customer Responsibilities

As a customer using the Twendex platform, you agree to:

• Provide accurate and complete shipment information
• Ensure packages are properly packaged and labeled
• Declare all items accurately, including value and contents
• Comply with all applicable laws and regulations
• Pay all fees and charges as agreed
• Respond promptly to carrier inquiries or delivery issues

Prohibited Items

Customers are strictly prohibited from shipping:

• Illegal substances, drugs, or contraband
• Weapons, firearms, or explosives
• Hazardous materials without proper documentation
• Counterfeit goods or stolen property
• Perishable items without appropriate packaging and labeling
• Items prohibited by local or international law
• Cash, currency, or negotiable instruments

Packaging Requirements

• All items must be securely packaged to prevent damage
• Fragile items must be clearly marked and properly cushioned
• Liquids must be sealed in leak-proof containers
• Address labels must be clear, accurate, and weather-resistant
• Packages must not exceed weight and size limits
• Multiple items must be consolidated or properly separated

Payment Obligations

• Payment is due at the time of booking confirmation
• Accepted payment methods: Mobile money, bank transfer, credit/debit cards
• Failed payments may result in shipment cancellation
• Additional charges may apply for special services or corrections
• Refunds are processed according to our Refund and Dispute Resolution Policy

Customer Rights

• Right to cancel shipments before pickup (subject to cancellation policy)
• Right to track shipments in real-time
• Right to file disputes for lost, damaged, or delayed shipments
• Right to rate and review carrier services
• Right to request refunds per our refund policy