Terms of Service
Rules for using Twendex
Effective Date: May 2, 2026
Terms applicability
Country coverage: Country coverage follows the public market status and country-pack registry.
Entities: Default contracting entity is TWENDEX TRANSPORT NETWORK CO. - SMC LTD, Wakiso, Uganda, unless an approved country-pack annex names a local Twendex or partner entity for that market.
Product lines: Sender shipments, carrier participation, passenger transport, payments, support, and account use where those products are enabled.
Channels: Website/PWA, admin/support, WhatsApp, USSD, and API surfaces where the relevant market pack enables the channel for the requested product.
Framework: Uganda law and courts are the default governing framework unless a signed country-pack annex or mandatory local consumer, transport, privacy, or payment law applies for the market.
Support and regulator path: Start with Twendex support at support@twendex.com or WhatsApp +256 770 616 744 (text only). Regulator or authority paths follow the applicable market annex and mandatory local law.
Effective date: May 2, 2026
View public market launch statusThese rules explain how Twendex works for senders, riders, and drivers in your country. By using Twendex you agree to these terms and any local add-on that applies to your booking or account.
1. Accepting these terms
2. Your account
3. Shipments and rides
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.
4. Prices and payment
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.
5. Liability and insurance
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.
6. Complaints and disputes
Complaint Process
- Contact Twendex support first at support@twendex.com or WhatsApp +256770616744 (text only)
- File a formal complaint if the issue is not resolved
- Escalate to management or the regulator/authority path named in the applicable country-pack annex where mandatory law provides one
- 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.
7. Closing your account
8. Other important points
9. Rules for carriers
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.
Carriers must keep valid licences and insurance, give accurate vehicle details, deliver safely and on time, follow traffic laws, behave professionally, and report incidents. Payment is after confirmed delivery. Maintain good ratings and on-time performance.10. Rules for customers
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.
Customers must give accurate shipment details, pack and label properly, declare contents and value, pay fees, and respond to delivery questions. Do not send prohibited items or cash. You may cancel before pickup per our policy and can track trips and file disputes.