Termos de Serviço
Leia estes termos com atenção antes de usar nossos serviços
Data de vigência: 2 de maio de 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. Aceitação dos termos
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
- Transportador partners providing Entrega services
- Anyone accessing our website or mobile applications
2. Contas de utilizador
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 Senha confidential
- Update your information as needed
- Comply with Todos applicable laws and regulations
- Not use the account for illegal or fraudulent activities
3. Serviços de envio
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. Pricing and Pagamento
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 Seguro
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. Disputa Resolution
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. Rescisão
Termination by You
You may Fechar your account at any Hora by contacting customer Suporte. Outstanding Remessas must be Concluído.
Termination by Twendex
We may suspend or terminate accounts for:
- Violation of these terms
- Fraudulent or illegal activity
- Non-Pagamento 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
8. Termos adicionais
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.
Não Waiver
Our failure to enforce any right does not constitute a waiver of that right.
Contact Information
- Email: info@twendex.com
- WhatsApp apenas (texto): +256 770 616 744
- Endereço: TWENDEX TRANSPORT NETWORK CO. - SMC LTD, Wakiso, Uganda
9. Transportador 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.
Transportador Obligations
As a Transportador partner on the Twendex platform, you agree to:
- Maintain valid licenses, permits, and Seguro as Obrigatório by law
- Provide accurate Veículo and Motorista information
- Accept Remessas in good faith and deliver them safely and on Hora
- Follow Todos traffic laws and safety regulations
- Maintain professional conduct with customers and recipients
- Report any incidents, accidents, or delays immediately
Seguro Requirements
- Carriers must maintain valid commercial Veículo Seguro
- Minimum liability coverage as specified by local regulations
- Proof of Seguro must be provided during Cadastro
- Seguro must remain Ativo throughout Transportador partnership
Pagamento Terms for Carriers
- Pagamento is processed after successful Entrega confirmation
- Standard Pagamento cycle: Weekly or bi-weekly as agreed
- Pagamento methods: Dinheiro móvel, Transferência bancária, or card
- Platform commission is deducted from each Concluído Remessa
- Disputes must be reported within 48 hours of Pagamento
Desempenho Standards
- Maintain minimum 4.0 star Avaliação to remain Ativo
- On-Hora Entrega rate must exceed 90%
- Response Hora to Remessa offers: Within 2 hours
- Complete Todos accepted Remessas unless Cancelado by customer
- Provide real-Hora Rastreamento updates during transit
Transportador Rights
- Right to accept or decline Remessa offers
- Right to fair compensation for services rendered
- Right to Disputa ratings or reviews
- Right to terminate partnership with 30 days notice
10. Acordo do cliente
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 Remessa information
- Ensure packages are properly packaged and labeled
- Declare Todos items accurately, including value and contents
- Comply with Todos applicable laws and regulations
- Pay Todos fees and charges as agreed
- Respond promptly to Transportador inquiries or Entrega 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, Moeda, or negotiable instruments
Packaging Requirements
- Todos 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
- Endereço labels must be clear, accurate, and weather-resistant
- Packages must not exceed Peso and size limits
- Multiple items must be consolidated or properly separated
Pagamento Obligations
- Pagamento is due at the Hora of booking confirmation
- Accepted Pagamento methods: Dinheiro móvel, Transferência bancária, credit/debit cards
- Falhou payments may result in Remessa cancellation
- Additional charges may apply for special services or corrections
- Refunds are processed according to our Refund and Disputa Resolution Policy
Customer Rights
- Right to Cancelar Remessas before Coleta (subject to cancellation policy)
- Right to track Remessas in real-Hora
- Right to file disputes for lost, damaged, or delayed Remessas
- Right to rate and review Transportador services
- Right to request refunds per our refund policy
Dúvidas sobre estes termos?
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