Legal
Please read these terms carefully before using the Twagiye platform. By using our services, you agree to be bound by these terms.
Effective Date: March 1, 2026 · Last Updated: March 27, 2026
Welcome to Twagiye. These Terms of Service ("Terms") constitute a legally binding agreement between you and Twagiye Ltd. ("Twagiye," "we," "us," or "our"), a company incorporated under the laws of the Republic of Rwanda, with its principal office in Kigali, Rwanda.
Twagiye operates Rwanda's first eco-friendly ride-hailing platform, connecting riders with verified drivers who operate electric and hybrid vehicles. By accessing or using the Twagiye mobile application, website, or any related services (collectively, the "Platform"), you acknowledge that you have read, understood, and agree to be bound by these Terms and our Privacy Policy.
If you do not agree to these Terms, you must not access or use the Platform. We reserve the right to modify these Terms at any time, and your continued use of the Platform after such modifications constitutes your acceptance of the revised Terms.
For the purposes of these Terms, the following definitions apply:
To use the Twagiye Platform, you must be at least 18 years of age and possess the legal capacity to enter into binding agreements under the laws of Rwanda. You must possess a valid government-issued identification document (national ID card or passport). By creating an account, you represent and warrant that you meet these eligibility requirements.
In addition to the general requirements, individuals wishing to drive on the Twagiye Platform must:
When creating a Twagiye account, you must provide accurate, current, and complete information as requested during the registration process. You agree to promptly update your account information to keep it accurate and current at all times. Providing false, misleading, or outdated information may result in immediate suspension or termination of your account.
You are responsible for maintaining the confidentiality of your account credentials, including your password and any authentication codes. You agree to notify Twagiye immediately of any unauthorized use of your account or any other security breach. Twagiye will not be liable for any loss or damage arising from your failure to protect your account credentials.
Each individual may maintain only one Rider account and, if applicable, one Driver account on the Platform. Creating multiple accounts is strictly prohibited and may result in the suspension or permanent termination of all associated accounts. You may not allow any other person to use your account, and you may not use another person's account.
Riders may book rides through the Twagiye app by entering a pickup location and destination. The Platform will display available vehicles, estimated fares, and estimated arrival times. By confirming a booking, you make a binding request for transportation services. Twagiye will use reasonable efforts to match you with an available Driver, but cannot guarantee availability at all times.
As a Rider, you agree to pay the full fare for each completed ride, including any applicable taxes, tolls, surcharges, or waiting time charges as displayed in the app. All payments are processed through the Platform via the supported payment methods (Mobile Money, Visa, Mastercard, or In-App Wallet). Cash payments are not accepted. You authorize Twagiye to charge your selected payment method for all ride fares and any additional charges incurred.
As a Rider, you agree to:
Riders may cancel a ride request before the Driver arrives at the pickup location. If a ride is cancelled after the Driver has arrived or after a specified waiting period (as displayed in the app), a cancellation fee may be charged to compensate the Driver for their time and fuel. Repeated cancellations may affect your account standing and may result in temporary restrictions on booking new rides.
After each ride, Riders are encouraged to rate their Driver and provide feedback. Ratings help maintain the quality and safety of the Twagiye community. Ratings should be honest and based on your genuine experience. Twagiye reserves the right to remove ratings that contain offensive, discriminatory, or irrelevant content. Riders whose average rating falls below a minimum threshold may have their access to the Platform restricted.
Individuals wishing to become Drivers must submit a complete application through the Twagiye Platform or website. The application process includes identity verification, driving license validation, vehicle documentation review, and a background check. Twagiye reserves the sole discretion to approve or reject any driver application. Approval is not guaranteed, and Twagiye is under no obligation to provide reasons for rejection.
All vehicles registered on the Twagiye Platform must meet the following requirements:
As a Driver on the Twagiye Platform, you agree to:
Drivers earn money for each completed ride. The fare for each ride is calculated by the Platform based on factors including distance, estimated time, demand, and route. Twagiye deducts a Service Fee from each fare as compensation for providing the Platform, technology, payment processing, customer support, and related services. The applicable Service Fee rate will be communicated to Drivers and may be updated from time to time with reasonable notice.
Driver earnings, after deduction of the Service Fee, are accumulated in the Driver's Twagiye account. Payouts are processed on a weekly basis to the Driver's registered Mobile Money account or bank account. Twagiye reserves the right to withhold payouts in cases of suspected fraud, pending dispute resolution, or outstanding obligations owed to Twagiye.
Drivers are solely responsible for maintaining adequate insurance coverage for their vehicles and their activity as ride-hailing drivers. This includes, at minimum, comprehensive motor vehicle insurance and third-party liability insurance as required by Rwandan law. Drivers must ensure that their insurance policy covers ride-hailing or commercial transportation use. Twagiye may request proof of insurance at any time and may suspend a Driver's account if adequate insurance cannot be demonstrated.
Drivers must adhere to the highest standards of professional conduct. The following behaviors are strictly prohibited and may result in immediate deactivation:
Twagiye reserves the right to temporarily or permanently deactivate a Driver's account for any violation of these Terms, including but not limited to: maintaining a rating below the minimum threshold, receiving repeated complaints from Riders, failing to maintain valid documentation or insurance, engaging in prohibited conduct, or any activity that compromises the safety of Riders or the integrity of the Platform. Drivers will be notified of deactivation and may appeal through the process outlined by Twagiye.
All transactions on the Twagiye Platform are processed electronically. Cash payments are not accepted. Supported payment methods include MTN Mobile Money, Airtel Money, Visa credit or debit cards, Mastercard credit or debit cards, and the Twagiye In-App Wallet. Riders must have a valid payment method linked to their account to book rides.
Ride fares are calculated by the Platform based on multiple factors, including but not limited to: base fare, distance traveled, estimated trip duration, time of day, demand levels, and applicable tolls or surcharges. An estimated fare is displayed to the Rider before confirming a booking. The final fare may vary from the estimate based on actual route taken, traffic conditions, waiting time, or changes requested by the Rider during the trip.
Twagiye deducts a Service Fee from each ride fare before disbursing earnings to the Driver. The Service Fee covers the cost of operating and maintaining the Platform, payment processing, customer support, marketing, insurance contributions, and other operational expenses. The Service Fee rate is disclosed to Drivers and may be adjusted with reasonable prior notice.
Riders may request a refund or fare adjustment in the following circumstances: being charged for a ride that was not completed, being charged an amount significantly different from the estimated fare without justification, experiencing a safety incident during the ride, or encountering a technical error in fare calculation. Refund requests must be submitted through the app or by contacting Twagiye support within 7 days of the ride. All refund requests will be reviewed on a case-by-case basis, and Twagiye's decision will be final.
If you believe there is an error in any payment or charge, you must notify Twagiye within 14 days of the disputed transaction by contacting our support team. We will investigate the dispute and work in good faith to resolve it. During the investigation period, the disputed amount may be temporarily held. Twagiye will notify you of the outcome and any adjustments made.
All Driver applicants undergo a thorough background check before being approved on the Platform. This includes verification of identity, criminal record checks (where permitted by law), driving history review, and validation of all required documentation. Twagiye conducts these checks to promote the safety of our community, but cannot guarantee the conduct of any User.
All vehicles must pass an initial inspection before being registered on the Platform. Twagiye may conduct periodic re-inspections to ensure continued compliance with vehicle standards. Vehicles that fail inspection will be temporarily removed from the Platform until necessary repairs or improvements are made and the vehicle passes a subsequent inspection.
All rides are tracked in real time via GPS for safety purposes. Riders can share their ride details and real-time location with trusted contacts. Twagiye monitors ride patterns for unusual activity, such as significant route deviations or unexpected stops, and may intervene when safety concerns are detected.
The Twagiye app includes an emergency button that allows both Riders and Drivers to contact emergency services or Twagiye support during a ride. When activated, the emergency feature shares the User's real-time location and ride details with the Twagiye safety team and, where applicable, local emergency responders. Users are encouraged to call Rwanda's emergency services directly in any situation requiring immediate assistance.
Twagiye maintains a strict zero tolerance policy for harassment, violence, threats, discrimination, sexual misconduct, and any form of criminal activity. Any User found to have engaged in such behavior will be immediately and permanently deactivated from the Platform, and the matter will be reported to the appropriate law enforcement authorities. We encourage all Users to report any safety concerns through the app or by contacting our support team.
The Twagiye Platform, including but not limited to the mobile application, website, software, algorithms, designs, logos, trademarks, trade names, service marks, content, graphics, and user interface, is the exclusive property of Twagiye Ltd. and is protected by the intellectual property laws of Rwanda and applicable international treaties.
Your use of the Platform does not grant you any ownership rights in our intellectual property. You are granted a limited, non-exclusive, non-transferable, revocable license to access and use the Platform for its intended purpose in accordance with these Terms.
You may not copy, modify, distribute, sell, lease, reverse engineer, decompile, or create derivative works based on the Platform or any part thereof without the prior written consent of Twagiye. Unauthorized use of Twagiye's intellectual property may result in legal action.
Twagiye operates as a technology platform that connects Riders with independent Drivers. Twagiye is not a transportation company, taxi service, or common carrier. Twagiye does not provide transportation services directly, does not own or operate vehicles, and does not employ Drivers. Drivers are independent contractors who use the Platform to offer their transportation services to Riders.
To the maximum extent permitted by applicable law, Twagiye, its directors, officers, employees, agents, and affiliates shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profits, data, use, goodwill, or other intangible losses, arising out of or in connection with your use of or inability to use the Platform.
In no event shall Twagiye's total aggregate liability to you for all claims arising out of or relating to these Terms or the Platform exceed the total amount of fees paid by you to Twagiye during the twelve (12) months immediately preceding the event giving rise to the claim.
The Platform is provided on an "as is" and "as available" basis, without warranties of any kind, whether express, implied, or statutory. Twagiye does not warrant that the Platform will be uninterrupted, error-free, secure, or free of viruses or other harmful components. Twagiye does not guarantee the quality, suitability, safety, or availability of any Driver, vehicle, or ride arranged through the Platform.
You agree to indemnify, defend, and hold harmless Twagiye, its directors, officers, employees, agents, and affiliates from and against any and all claims, liabilities, damages, losses, costs, and expenses (including reasonable legal fees) arising out of or in connection with:
You may terminate your account at any time by contacting Twagiye support or using the account deletion feature in the app. Upon termination, any outstanding balances owed to you (for Drivers) will be processed in accordance with our standard payout schedule, subject to any deductions for outstanding obligations. Any outstanding amounts owed by you to Twagiye must be paid before account closure.
Twagiye reserves the right to suspend or terminate your account, with or without notice, for any of the following reasons:
Upon termination, your right to access and use the Platform will cease immediately. Sections of these Terms that by their nature should survive termination (including but not limited to Limitation of Liability, Indemnification, Dispute Resolution, and Intellectual Property) will remain in effect after termination.
These Terms shall be governed by and construed in accordance with the laws of the Republic of Rwanda, without regard to its conflict of laws principles.
Before initiating any formal legal proceedings, the parties agree to first attempt to resolve any dispute, claim, or controversy arising out of or relating to these Terms or the Platform through good-faith negotiation. Either party may initiate this process by sending a written notice describing the dispute to the other party. The parties shall have 30 days from the date of such notice to attempt to reach a resolution.
If a dispute cannot be resolved through informal negotiation, the parties agree that any legal proceedings shall be brought exclusively before the competent courts located in Kigali, Rwanda. You consent to the personal jurisdiction of such courts and waive any objection to the convenience of such forum.
Twagiye is committed to environmental sustainability. As a fundamental principle of our Platform, only electric and hybrid vehicles are permitted to operate on the Twagiye network. This policy is central to our mission of reducing carbon emissions and promoting sustainable transportation in Rwanda. Vehicles powered solely by internal combustion engines are not and will not be permitted on the Platform.
The Twagiye Platform tracks and reports the estimated CO2 emissions saved by each ride compared to an equivalent ride in a conventional internal combustion engine vehicle. Riders and Drivers can view their cumulative environmental impact through the app. This data is also used to support Twagiye's broader environmental reporting and advocacy efforts.
Twagiye may from time to time introduce additional sustainability initiatives, such as carbon offset programs, partnerships with environmental organizations, tree planting campaigns, or incentives for Drivers who maintain exceptional vehicle efficiency. Participation in such initiatives may be voluntary or may form part of the Driver or Rider experience on the Platform.
Twagiye reserves the right to modify, amend, or update these Terms at any time at our sole discretion. When we make material changes, we will notify Users through the app, by email, or by posting a prominent notice on our website. The updated Terms will include a revised "Last Updated" date.
Your continued use of the Platform after the effective date of any modifications constitutes your acceptance of the revised Terms. If you do not agree with the modified Terms, you must stop using the Platform and terminate your account. We encourage you to review these Terms periodically to stay informed of any changes.
If any provision of these Terms is held to be invalid, illegal, or unenforceable by a court of competent jurisdiction, such invalidity, illegality, or unenforceability shall not affect the remaining provisions of these Terms, which shall continue in full force and effect. The invalid or unenforceable provision shall be modified to the minimum extent necessary to make it valid and enforceable while preserving its original intent, or if modification is not possible, it shall be severed from these Terms.
These Terms, together with the Privacy Policy and any other policies or agreements referenced herein, constitute the entire agreement between you and Twagiye regarding your use of the Platform and supersede all prior agreements, understandings, and communications, whether written or oral.
The failure of Twagiye to enforce any right or provision of these Terms shall not constitute a waiver of such right or provision. Any waiver of any provision of these Terms will be effective only if in writing and signed by an authorized representative of Twagiye.
You may not assign or transfer these Terms or any rights or obligations hereunder without the prior written consent of Twagiye. Twagiye may assign these Terms freely, including in connection with a merger, acquisition, corporate reorganization, or sale of all or substantially all of its assets.
If you have any questions, concerns, or feedback regarding these Terms of Service, please contact us:
Twagiye Ltd.
By using the Twagiye Platform, you acknowledge that you have read, understood, and agree to be bound by these Terms of Service.