Terms of Service

1 Acceptance of Terms

By accessing or using the FikaConnect website, mobile application, or any related service (collectively, the "Platform"), you confirm that you have read, understood, and agree to be bound by these Terms of Service ("Terms") and our Privacy Policy.

If you do not agree to these Terms, you must stop using the Platform immediately. Continued use after any update to these Terms constitutes acceptance of the revised version.

2 Definitions

Throughout these Terms, the following words have specific meanings:

• "Platform" — the FikaConnect website, mobile app, and all related services.
• "Sender" — a registered user who requests a delivery through the Platform.
• "Driver" — a registered, approved independent contractor who accepts and completes delivery jobs through the Platform.
• "Delivery" — the transport of a Package from a Pickup Location to a Drop-off Location as arranged through the Platform.
• "Package" — any item or collection of items tendered by a Sender for Delivery.
• "Delivery Fee" — the total amount charged to a Sender for a completed Delivery, as displayed at booking confirmation.
• "Platform Fee" — the percentage of the Delivery Fee retained by FikaConnect as a service charge, deducted from Driver earnings.
• "Account" — a registered user profile on the Platform, whether as a Sender, Driver, or both.

3 Eligibility

To use the Platform you must:

• Be at least 18 years of age.
• Have the legal capacity to enter into a binding contract under Ugandan law.
• Not be prohibited from using the Platform under any applicable law.
• Provide accurate, current, and complete registration information.

Additional requirements for Drivers

• Hold a valid Ugandan driving permit appropriate for the vehicle class used.
• Own or have lawful use of the vehicle registered on your Driver profile.
• Maintain valid vehicle insurance covering third-party liability for commercial use.
• Pass FikaConnect's background and document verification process before activation.
• Maintain a minimum platform rating of 3.5 stars averaged over your last 50 deliveries.

4 User Accounts

4.1 Registration

You must create an Account to access most Platform features. You agree to provide truthful information and to keep your profile details up to date. One person may not hold more than one Account of the same type without prior written approval from FikaConnect.

4.2 Account security

You are solely responsible for maintaining the confidentiality of your login credentials and for all activity that occurs under your Account. You must notify us immediately at security@fikaconnect.com if you suspect unauthorised access.

4.3 Account sharing

Accounts are personal and non-transferable. Driver Accounts may not be used by any person other than the registered and verified Driver. Sharing an Account, or using another person's Account, is a material breach of these Terms.

5 The Services — What FikaConnect Provides

FikaConnect operates a technology marketplace. We provide the software, infrastructure, and support that allows Senders and Drivers to find each other and arrange Deliveries. We do not:

• Employ Drivers or control the manner in which they perform Deliveries.
• Own, operate, or insure any delivery vehicle.
• Guarantee the availability of Drivers at any given time or location.
• Guarantee specific delivery timeframes, though we display estimated times in good faith.

The contract for each Delivery is formed directly between the Sender and the Driver. FikaConnect facilitates this connection and processes payments on behalf of both parties but is not a party to the delivery contract itself.

6 Sender Responsibilities

6.1 Accurate information

Senders must provide accurate pickup and drop-off addresses, a correct description of Package contents, and an honest estimate of weight and dimensions. Inaccurate information that results in additional costs may be charged to the Sender.

6.2 Package preparation

• Packages must be securely packed and appropriately labelled before Driver collection.
• You must ensure the Package does not contain prohibited items.
• Fragile items must be clearly marked and adequately protected by the Sender.
• You must be reachable by phone during the Delivery window for any Driver queries.

6.3 Recipient availability

It is the Sender's responsibility to ensure the recipient is available to receive the Package at the agreed Drop-off Location. If a Delivery cannot be completed because no one is available to receive it, the Driver may return the Package; the Sender will bear any re-delivery fee.

6.4 Cancellations

• Cancellations made more than 10 minutes before Driver arrival at the pickup point are free of charge.
• Cancellations made 10 minutes or less before Driver arrival, or after the Driver has departed for pickup, incur a cancellation fee of UGX 1,000 payable to the Driver.
• Repeated late cancellations (more than 3 in a 30-day period) may result in Account restrictions.

7 Driver Responsibilities & Independent Contractor Status

7.1 Independent contractor

Drivers are independent contractors, not employees, agents, or partners of FikaConnect. Drivers are free to accept or decline any job offered through the Platform and to set their own working hours. FikaConnect does not provide employment benefits, sick pay, or holiday entitlement to Drivers.

7.2 Driver obligations

• Maintain all required licences, permits, and insurance at your own expense.
• Comply with all applicable Ugandan traffic laws and road safety regulations.
• Handle all Packages with care and professionalism.
• Collect Packages only from the confirmed Sender and deliver only to the confirmed recipient or authorised person at the Drop-off Location.
• Provide photographic Proof of Delivery through the app for every completed Delivery.
• Maintain a clean, roadworthy vehicle at all times.
• Not carry passengers in the same vehicle during a Delivery without prior Sender consent.

7.3 Tax obligations

As independent contractors, Drivers are solely responsible for declaring their earnings to the Uganda Revenue Authority and paying any applicable taxes. FikaConnect does not withhold income tax on Driver earnings.

8 Payments & Fees

8.1 Delivery Fees

The Delivery Fee is calculated and displayed to the Sender at booking confirmation. By confirming a booking, the Sender authorises FikaConnect to charge the displayed fee. All fees are stated in Ugandan Shillings (UGX) and are inclusive of any applicable taxes.

8.2 Platform Fee

FikaConnect deducts a Platform Fee from each completed Delivery before remitting the balance to the Driver. Current Platform Fee rates are:

• Free Driver accounts: 12% of the Delivery Fee.
• Pro Driver accounts: 8% of the Delivery Fee.

Platform Fee rates may change with 30 days' prior notice. Pro subscribers are protected at their subscribed rate for the duration of their active subscription period.

8.3 Driver payouts

• Free Drivers receive weekly payouts every Monday via mobile money (MTN or Airtel).
• Pro Drivers may opt for daily payouts, processed each evening for that day's completed Deliveries.
• FikaConnect does not charge Driver payout fees. Mobile money operator charges, if any, are borne by the Driver.
• Payouts may be delayed in cases of disputed Deliveries, Account investigation, or technical issues. We will notify affected Drivers promptly.

8.4 Failed payments

If a Sender's payment fails after a Delivery has been completed, FikaConnect will attempt to recover the amount. The Driver's earnings for that Delivery will be held until the payment is resolved. FikaConnect will make reasonable efforts to recover owed earnings on the Driver's behalf.

8.5 Refunds

Refunds to Senders are only available in the following circumstances:

• The Delivery was not attempted by the Driver.
• The Package was demonstrably lost or damaged due to Driver negligence (subject to investigation).
• A duplicate charge occurred due to a platform error.

Refund requests must be submitted within 72 hours of the scheduled delivery time via our support page. Approved refunds are processed within 5–10 business days.

9 Prohibited Items

The following items are strictly prohibited from being sent via the FikaConnect Platform. Sending prohibited items is a criminal offence and/or a material breach of these Terms, and will result in immediate Account termination:

• Illegal drugs, narcotics, or controlled substances without appropriate authorisation.
• Firearms, ammunition, explosives, or any weapon or weapon component.
• Stolen goods or any item obtained through illegal means.
• Live animals (except where explicitly agreed in a separate Enterprise agreement).
• Human remains, body parts, or biological materials.
• Cash exceeding UGX 5,000,000 in a single Delivery (special arrangements required).
• Hazardous materials including flammable liquids, toxic chemicals, and radioactive substances.
• Counterfeit goods, pirated media, or items that infringe intellectual property rights.
• Pornographic or obscene material.
• Any item whose transport is prohibited under Ugandan law or international regulations.

10 Liability, Claims & Transit Protection

10.1 Basic transit protection

All Deliveries made through the Platform are covered by basic transit protection up to a value of UGX 150,000. For higher-value items, Senders should declare the value at booking to activate enhanced coverage (additional fee applies).

10.2 FikaConnect's limitation of liability

To the maximum extent permitted by Ugandan law, FikaConnect's total liability to any user for any claim arising from use of the Platform shall not exceed the Delivery Fee paid for the specific Delivery giving rise to the claim. FikaConnect is not liable for:

• Indirect, consequential, or punitive damages.
• Loss of profits, revenue, or business opportunity.
• Damage arising from Sender-provided inaccurate information.
• Delay or non-delivery due to force majeure events (floods, civil unrest, government action, etc.).
• Damage to inadequately packaged items.

10.3 Filing a claim

1. Contact FikaConnect support within 24 hours of the delivery completion time.
2. Provide your booking reference, photos of the damage or evidence of loss, and a description of the item and its value.
3. FikaConnect will investigate and respond within 5 business days.
4. Approved claims will be settled within 14 business days of approval.

11 Intellectual Property

All content on the Platform — including the FikaConnect name, logo, app design, written content, and software — is the property of FikaConnect Ltd and is protected under Ugandan and international intellectual property law.

You may not copy, reproduce, distribute, or create derivative works from any Platform content without our prior written consent. Scraping or automated data collection from the Platform is strictly prohibited.

By submitting reviews, photos, or other content to the Platform, you grant FikaConnect a non-exclusive, royalty-free, worldwide licence to use, display, and distribute that content in connection with the Platform's operation.

12 Privacy & Data

Your privacy matters to us. Our Privacy Policy explains in full what personal data we collect, why we collect it, how we use it, and your rights in relation to that data. The Privacy Policy is incorporated into these Terms by reference.

Key points:

• We collect location data during active Deliveries to enable real-time tracking. This data is not stored beyond 30 days after Delivery completion.
• We do not sell your personal data to third parties.
• Sender and recipient contact details are shared with Drivers only for the duration of the specific Delivery.
• You may request deletion of your Account and associated data at any time via your account settings or by contacting us.

13 Suspension & Termination

13.1 By FikaConnect

We may suspend or permanently terminate your Account, with or without notice, if you:

• Breach any provision of these Terms.
• Provide false or misleading information.
• Engage in fraudulent activity or abuse of the Platform.
• Receive sustained low ratings (Driver average below 3.5 stars over 50+ deliveries).
• Are found to have sent or transported prohibited items.
• Harass, threaten, or abuse any other user or FikaConnect staff.

13.2 By you

You may close your Account at any time through your account settings. Any pending Deliveries must be completed or cancelled before closure. Outstanding balances will be settled before the Account is closed.

13.3 Effect of termination

On termination, your right to access the Platform ceases immediately. Provisions of these Terms that by their nature should survive termination — including intellectual property, limitation of liability, and dispute resolution — will continue to apply.

14 Disputes & Governing Law

14.1 Between users

Disputes between Senders and Drivers regarding a specific Delivery should first be reported to FikaConnect support. We will act in good faith as a mediator to help resolve the dispute, but we are not obligated to do so and are not bound by any mediation outcome.

14.2 With FikaConnect

If you have a dispute with FikaConnect, please first contact us at legal@fikaconnect.com to seek an informal resolution. If the dispute cannot be resolved informally within 30 days, either party may pursue formal legal remedies.

14.3 Governing law

These Terms are governed by and construed in accordance with the laws of the Republic of Uganda. Any legal proceedings shall be brought in the competent courts of Kampala, Uganda, and both parties consent to the exclusive jurisdiction of those courts.

15 Changes to These Terms

We may update these Terms from time to time to reflect changes to our services, legal requirements, or business practices. When we make material changes, we will:

• Update the "Last updated" date at the top of this page.
• Send a notification to your registered email address at least 14 days before the changes take effect.
• Display a prominent in-app banner for active users.

If you continue to use the Platform after the effective date of any changes, you accept the revised Terms. If you do not agree to the changes, you must stop using the Platform before the effective date.

16 Contact Us

If you have questions about these Terms, please reach out through any of the channels below:

• General queries: hello@fikaconnect.com
• Legal & compliance: legal@fikaconnect.com
• Security issues: security@fikaconnect.com
• Postal address: FikaConnect Ltd, Plot 45 Kampala Road, Kampala, Uganda