Terms & Conditions

Twala Express offers the following logistics solutions within Uganda, primarily in Kampala and Wakiso:

• On-Demand Deliveries: Same-day pickup and drop-off within the city.
• Scheduled Deliveries: Fixed daily or weekly runs for online shops, pharmacies, and offices.
• Cash on Delivery (COD): Riders collect payment on behalf of merchants and remit via Mobile Money or cash.
• Upcountry Forwarding: Parcel forwarding to major towns via partner transport companies.
• Bulk & Corporate Services: Distribution for e-commerce and internal mail for organizations.

To ensure successful delivery, the Customer agrees to:

• Accurate Information: Provide correct pickup/drop-off locations and working phone numbers for both the sender and receiver.
• Proper Packaging: Ensure all items are securely packed. Twala Express is not liable for damage caused by poor packaging.
• Lawful Transport: Ensure the delivery item is lawful and does not contain prohibited goods.
• Availability: Be available via phone during the pickup and delivery windows to facilitate communication.

You strictly may not use Twala Express to transport the following:

• Illegal drugs, narcotics, or psychotropic substances.
• Weapons, ammunition, explosives, or firearms.
• Hazardous chemicals or flammables.
• High-Value Cash: Cash consignments exceeding UGX 1,000,000 are strictly prohibited.
• Human remains or body parts.
• Live animals (unless authorized).
• Pornographic materials.

Riders reserve the right to refuse pickup if an item violates these restrictions.

• Pricing Model: Fees are calculated based on GPS distance, package weight/size, and urgency level (Standard, Express, or Priority).
• Payment Methods: We accept Cash, Mobile Money (MTN/Airtel), and In-App Wallet payments.
• Cash on Delivery (COD): If you request COD service, the rider will collect funds from the recipient. These funds will be reconciled and remitted to you according to our settlement schedule.
• Review Charges: Customers must review the total charge before confirming an order.

• Before Pickup: Customers may cancel a delivery request free of charge before a rider has picked up the package.
• After Pickup: Once a rider has picked up the item, cancellation is not allowed, and the full delivery fee is payable.
• Refunds: Refunds are only issued if Twala Express determines a delivery failure was caused by platform error or verified rider misconduct. Refunds are processed via Mobile Money or In-App Wallet within 24–48 hours.
• Force Majeure: No refunds are issued for delays caused by traffic, severe weather, or unforeseen conditions.

Twala Express operates under a limited liability model.

• Liability Cap: Unless a higher value is declared and additional insurance purchased, our maximum compensation for loss or damage is UGX 50,000 per delivery.
• Exclusions: We are not liable for:
  • Loss caused by poor packaging by the customer.
  • Theft or damage resulting from road accidents.
  • Indirect loss, such as loss of profit, income, or business opportunities.
  • Loss involving prohibited items.

We collect personal data (names, phone numbers, location data) strictly to provide delivery services, ensure safety, and resolve disputes.

• Data Sharing: Your pickup and drop-off details are shared with the assigned Rider to facilitate delivery.
• Protection: We do not sell customer data to third parties.
• Tracking: We utilize real-time GPS tracking for safety and dispatch optimization.

• Reporting: Any disputes regarding lost items, damaged goods, or rider conduct must be reported to Twala Customer Support within 24 hours.
• Channels: Disputes should be reported via WhatsApp, Phone, or Email.
• Jurisdiction: If a dispute cannot be resolved internally, it shall be governed by the laws of Uganda.

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

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