Frequently Asked Questions

Everything you need to know about Twala Express.

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How do I place a delivery order?

You can place a delivery order through our mobile app, our website, or by messaging us on WhatsApp. Simply provide the pickup and drop-off locations, describe the package, and confirm your order.

What areas do you currently serve?

We primarily operate within Kampala. We also offer upcountry forwarding to major towns across Uganda via our partner transport companies.

How is my delivery fee calculated?

Delivery fees are based on three factors:

Distance — GPS distance between pickup and drop-off.
Package weight/size — heavier or bulkier items incur additional charges.
Urgency level — Standard, Express, or Priority.

You will always see the total charge before confirming your order.

What payment methods are accepted?

We accept the following payment methods:

Cash — paid to the rider at pickup or delivery.
Mobile Money — MTN Mobile Money and Airtel Money.
In-App Wallet — top up your wallet and pay instantly.

Can I cancel an order after it has been placed?

Yes — you may cancel free of charge before a rider picks up your package. Once a rider has collected the item, cancellation is no longer possible and the full delivery fee applies.

What items are prohibited from delivery?

The following items are strictly prohibited:

Illegal drugs, narcotics, or psychotropic substances.
Weapons, ammunition, explosives, or firearms.
Hazardous chemicals or flammables.
Cash consignments exceeding UGX 1,000,000.
Human remains or body parts.
Live animals (unless prior authorization is obtained).
Pornographic materials.

What happens if my package is lost or damaged?

If a delivery arranged through the Twala Express platform is reported lost or damaged, the sender must notify Twala Customer Support within 24 hours of the scheduled delivery time.

Twala Express operates as a technology platform that facilitates delivery coordination between customers and independent delivery partners. Unless otherwise agreed, the maximum compensation available through the platform for loss or damage is UGX 50,000 per delivery, unless the sender declared a higher item value and purchased additional delivery protection at the time of booking.

Twala Express is not responsible for damage caused by inadequate or improper packaging by the sender. Senders are responsible for ensuring items are securely packaged to withstand normal transport conditions.

How do I track my delivery in real time?

Once a rider is assigned to your order, you can track them live through the Twala Express app. You will also receive status updates via SMS and push notifications at each stage of the delivery.

How does Cash on Delivery (COD) work?

With COD, our rider collects payment from the recipient on your behalf at the point of delivery. The collected funds are then reconciled and remitted to you according to our settlement schedule via Mobile Money or cash.

How do I contact customer support?

You can reach us through any of the following channels:

WhatsApp / Phone: 0769444453
Emails:
general inquiry - support@twalaexpress.com
rider support - rider@twalaexpress.com
vendor support - vendor@twalaexpress.com
disputes - disputes@twalaexpress.com
gmail — twalaexpress@gmail.com
Office: Banda, Nakawa, Kampala