Masharti ya Huduma

Kwa kufikia au kutumia huduma za Twendex, unakubali kuwa na masharti haya ya Huduma. Ikiwa hukubali masharti haya, tafadhali usitumie huduma zetu.

Masharti haya yanatumika kwa:

• Watumaji binafsi wanaosafirisha vifurushi vya kibinafsi
• Wateja wa biashara wanaotumia huduma zetu za usafirishaji
• Washirika wabebaji wanaotoa huduma za uwasilishaji
• Mtu yeyote anayefikia tovuti yetu au programu za simu

Usajili wa Akaunti

• Lazima utoe taarifa sahihi na kamili
• Wewe ndiye mwenye jukumu la kudumisha usalama wa akaunti
• Lazima utujulishe mara moja kuhusu ufikiaji wowote usioidhinishwa
• Mtu mmoja au chombo kimoja kwa akaunti isipokuwa kama kimekubaliwa vinginevyo

Majukumu ya Akaunti

• Weka nenosiri lako siri
• Sasisha taarifa zako kadri inavyohitajika
• Fuata sheria na kanuni zote zinazofaa
• Usitumie akaunti kwa shughuli za kinyama au za udanganyifu

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.

Kukomesha na Wewe

Unaweza kufunga akaunti yako wakati wowote kwa kuwasiliana na msaada wa wateja. Usafirishaji unaoendelea lazima ukamilike.

Kukomesha na Twendex

Tunaweza kusimamisha au kukomesha akaunti kwa:

• Ukiukaji wa masharti haya
• Shughuli za udanganyifu au za kinyama
• Kutolipa ada
• Matumizi mabaya ya huduma zetu au wafanyakazi
• Kutoa taarifa za uwongo

Athari ya Kukomesha

• Ufikiaji wa huduma utaacha
• Malipo yanayoendelea yanabaki yanalipwa
• Kuhifadhi data kulingana na sera yetu ya faragha

Marekebisho

Tunaweza kusasisha masharti haya kwa arifa ya siku 30. Matumizi ya kuendelea yanamaanisha kukubali masharti mapya.

Makubaliano Kamili

Masharti haya yanajumuisha makubaliano kamili kati yako na Twendex kuhusu huduma zetu.

Kugawanyika

Ikiwa kifungu chochote kinapatikana kuwa batili, masharti mengine yanabaki yanatumika.

Hakuna Kukataa

Kushindwa kwetu kutekeleza haki yoyote hakumaanishi kukataa haki hiyo.

Taarifa za Mawasiliano

• Barua pepe: info@twendex.com
• WhatsApp tu (maandishi pekee): +256 770 616 744
• Anwani: 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.

Msafirishaji Obligations

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

• Maintain valid licenses, permits, and Bima as Inahitajika by law
• Provide accurate Gari and Dereva information
• Accept Usafirishaji in good faith and deliver them safely and on Wakati
• Follow Yote traffic laws and safety regulations
• Maintain professional conduct with customers and recipients
• Report any incidents, accidents, or delays immediately

Bima Requirements

• Carriers must maintain valid commercial Gari Bima
• Minimum liability coverage as specified by local regulations
• Proof of Bima must be provided during Usajili
• Bima must remain Hai throughout Msafirishaji partnership

Malipo Terms for Carriers

• Malipo is processed after successful Uwasilishaji confirmation
• Standard Malipo cycle: Weekly or bi-weekly as agreed
• Malipo methods: Pesa ya simu, Uhamisho wa benki, or card
• Platform commission is deducted from each Imekamilika Usafirishaji
• Disputes must be reported within 48 hours of Malipo

Utendaji Standards

• Maintain minimum 4.0 star Kiwango to remain Hai
• On-Wakati Uwasilishaji rate must exceed 90%
• Response Wakati to Usafirishaji offers: Within 2 hours
• Complete Yote accepted Usafirishaji unless Imesitishwa by customer
• Provide real-Wakati Ufuatiliaji updates during transit

Msafirishaji Rights

• Right to accept or decline Usafirishaji offers
• Right to fair compensation for services rendered
• Right to Mzozo 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 Usafirishaji information
• Ensure packages are properly packaged and labeled
• Declare Yote items accurately, including value and contents
• Comply with Yote applicable laws and regulations
• Pay Yote fees and charges as agreed
• Respond promptly to Msafirishaji inquiries or Uwasilishaji 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, Sarafu, or negotiable instruments

Packaging Requirements

• Yote 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
• Anwani labels must be clear, accurate, and weather-resistant
• Packages must not exceed Uzito and size limits
• Multiple items must be consolidated or properly separated

Malipo Obligations

• Malipo is due at the Wakati of booking confirmation
• Accepted Malipo methods: Pesa ya simu, Uhamisho wa benki, credit/debit cards
• Imeshindikana payments may result in Usafirishaji cancellation
• Additional charges may apply for special services or corrections
• Refunds are processed according to our Refund and Mzozo Resolution Policy

Customer Rights

• Right to Ghairi Usafirishaji before Kuchukua (subject to cancellation policy)
• Right to track Usafirishaji in real-Wakati
• Right to file disputes for lost, damaged, or delayed Usafirishaji
• Right to rate and review Msafirishaji services
• Right to request refunds per our refund policy