Conditions d'Utilisation
Veuillez lire attentivement ces conditions avant d'utiliser nos services
Date d'entrée en vigueur: 2 mai 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 Terms of Service govern Twendex products, routes, payment rails, and channels that are enabled in your market. By using Twendex, you agree to these Terms, the default contracting entity and governing framework shown above, and any country-pack annex that applies to your booking, account, provider activity, or support request.
1. Acceptation des Conditions
En accédant ou en utilisant les services Twendex, vous acceptez d'être lié par ces Conditions d'Utilisation. Si vous n'acceptez pas ces conditions, veuillez ne pas utiliser nos services.
Ces conditions s'appliquent à:
- Les clients individuels expédiant des colis personnels
- Les clients commerciaux utilisant nos services logistiques
- Les partenaires transporteurs fournissant des services de livraison
- Toute personne accédant à notre site web ou applications mobiles
2. Comptes Utilisateurs
Inscription au Compte
- Vous devez fournir des informations exactes et complètes
- Vous êtes responsable de la sécurité du compte
- Vous devez nous informer immédiatement de tout accès non autorisé
- Une personne ou entité par compte sauf accord contraire
Responsabilités du Compte
- Gardez votre mot de passe confidentiel
- Mettez à jour vos informations si nécessaire
- Respectez toutes les lois et réglementations applicables
- N'utilisez pas le compte pour des activités illégales ou frauduleuses
3. Services d'Expédition
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. Tarification et Paiement
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. Responsabilité et Assurance
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. Résolution des Litiges
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. Résiliation
Résiliation par Vous
Vous pouvez fermer votre compte à tout moment en contactant le support client. Les envois en cours doivent être complétés.
Résiliation par Twendex
Nous pouvons suspendre ou résilier les comptes pour:
- Violation de ces conditions
- Activité frauduleuse ou illégale
- Non-paiement des frais
- Abus de nos services ou personnel
- Fourniture de fausses informations
Effet de la Résiliation
- L'accès aux services cessera
- Les paiements en cours restent dus
- Conservation des données selon notre politique de confidentialité
8. Conditions Supplémentaires
Modifications
Nous pouvons mettre à jour ces conditions avec un préavis de 30 jours. L'utilisation continue constitue l'acceptation des nouvelles conditions.
Accord Entier
Ces conditions constituent l'accord entier entre vous et Twendex concernant nos services.
Divisibilité
Si une disposition est jugée invalide, les autres dispositions restent en vigueur.
Aucune Renonciation
Notre échec à faire respecter un droit ne constitue pas une renonciation à ce droit.
Informations de Contact
- Email: info@twendex.com
- WhatsApp (texte uniquement) : +256 770 616 744
- Adresse : TWENDEX TRANSPORT NETWORK CO. - SMC LTD, Wakiso, Uganda
9. Transporteur Agreement
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.
Transporteur Obligations
As a Transporteur partner on the Twendex platform, you agree to:
- Maintain valid licenses, permits, and Assurance as Obligatoire by law
- Provide accurate Véhicule and Chauffeur information
- Accept Expéditions in good faith and deliver them safely and on Heure
- Follow Tout traffic laws and safety regulations
- Maintain professional conduct with customers and recipients
- Report any incidents, accidents, or delays immediately
Assurance Requirements
- Carriers must maintain valid commercial Véhicule Assurance
- Minimum liability coverage as specified by local regulations
- Proof of Assurance must be provided during Inscription
- Assurance must remain Actif throughout Transporteur partnership
Paiement Terms for Carriers
- Paiement is processed after successful Livraison confirmation
- Standard Paiement cycle: Weekly or bi-weekly as agreed
- Paiement methods: Mobile Money, Virement bancaire, or card
- Platform commission is deducted from each Terminé Expédition
- Disputes must be reported within 48 hours of Paiement
Performance Standards
- Maintain minimum 4.0 star Évaluation to remain Actif
- On-Heure Livraison rate must exceed 90%
- Response Heure to Expédition offers: Within 2 hours
- Complete Tout accepted Expéditions unless Annulé by customer
- Provide real-Heure Suivi updates during transit
Transporteur Rights
- Right to accept or decline Expédition offers
- Right to fair compensation for services rendered
- Right to Litige ratings or reviews
- Right to terminate partnership with 30 days notice
10. Accord client
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 Expédition information
- Ensure packages are properly packaged and labeled
- Declare Tout items accurately, including value and contents
- Comply with Tout applicable laws and regulations
- Pay Tout fees and charges as agreed
- Respond promptly to Transporteur inquiries or Livraison 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, Devise, or negotiable instruments
Packaging Requirements
- Tout 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
- Adresse labels must be clear, accurate, and weather-resistant
- Packages must not exceed Poids and size limits
- Multiple items must be consolidated or properly separated
Paiement Obligations
- Paiement is due at the Heure of booking confirmation
- Accepted Paiement methods: Mobile Money, Virement bancaire, credit/debit cards
- Échoué payments may result in Expédition cancellation
- Additional charges may apply for special services or corrections
- Refunds are processed according to our Refund and Litige Resolution Policy
Customer Rights
- Right to Annuler Expéditions before Enlèvement (subject to cancellation policy)
- Right to track Expéditions in real-Heure
- Right to file disputes for lost, damaged, or delayed Expéditions
- Right to rate and review Transporteur services
- Right to request refunds per our refund policy
Des Questions sur Ces Conditions?
Si vous avez des questions sur ces Conditions d'Utilisation, n'hésitez pas à nous contacter. Nous sommes là pour vous aider à comprendre comment nos services fonctionnent et à quoi vous attendre.