Civil Liability

Tsemba is an intermediation technology platform. It is not a carrier, a restaurant or a postal operator: it connects users with drivers, couriers and partner restaurants acting as independent professionals or companies.

There is no employment relationship between Tsemba and its partners. Each partner organises their own activity, decides when to work and answers for acts performed while delivering a service.

The transport, food preparation or delivery contract is entered into between the user and the partner. Tsemba answers for the technology that brings the parties together, for the order record and for data handling in its systems.

Keeping the platform in reasonable working condition, with reliable records of orders, amounts and the identity of the assigned partner.

Verifying identity documents, driving licences, vehicle documents and partner permits before approval, and blocking access when they expire.

Correctly processing digital payments made on the platform and issuing a receipt for every completed order.

Investigating reported incidents, applying disciplinary measures to partners and cooperating with authorities, insurers and courts where legally required.

Protecting personal data under the Privacy Policy.

Tsemba is not liable for damage resulting solely from partner or user conduct during the service, nor for arrangements made outside the platform.

Tsemba is not liable for interruptions caused by network or power failures, payment operator downtime, third-party acts, strikes, extreme weather or other force majeure events.

Tsemba is not liable for lost profits, lost business opportunity or indirect damage, except where Mozambican law requires otherwise.

Nothing here excludes Tsemba's liability for wilful misconduct, gross negligence or mandatory consumer rights.

Complying with traffic law, speed limits and road safety rules throughout the service.

Keeping the vehicle legally roadworthy, with a valid inspection and compulsory insurance in force, including the cover required for carrying passengers or goods where applicable.

Answering for damage caused to passengers, third parties, parcels or property as a result of negligent, reckless or unlawful conduct.

Answering for the tax and social contribution obligations of their independent activity.

Answering for the quality, hygiene, storage, labelling and food safety of the products they prepare and hand over for delivery.

Answering for incorrect information about ingredients, allergens, quantities or prices shown on the menu.

Keeping operating licences and permits valid under the legislation applicable to their activity.

Answering for damage caused wilfully or negligently to the vehicle, the partner's equipment or third parties during the service.

Answering for declared shipment contents: sending large amounts of cash, hazardous materials, illegal substances, weapons or animals without adequate conditions is prohibited.

Answering for the accuracy of addresses, contact details and information given in complaints.

Every partner must keep in force the insurance required by Mozambican law for their activity, in particular motor third-party liability cover.

In the event of an incident, the claim is made with the partner's insurer. On request from a legitimate party, Tsemba provides the order records — date, time, route, partner identity and service status.

The platform does not replace, extend or guarantee insurance cover the partner has not contracted.

If an accident involves injuries, contact the authorities first (Police 119, Medical emergency 117) and then Tsemba.

Material damage, loss or tampering with a parcel must be reported within 48 hours of the service, quoting the order number, describing the item and, where possible, attaching photos.

Damage assessment considers the value declared at sending time, the pickup and delivery record and the evidence submitted by the parties. Shipments with undeclared or prohibited contents are not eligible for compensation.

Complaints are submitted through the contact page, in-app support or the published phone numbers.

Tsemba reviews the case against platform records and the parties' evidence and communicates a reasoned decision, normally within 15 business days.

Where the damage is found to result from partner failure, Tsemba refers the case to the partner and their insurer, keeping the user informed.

Where the damage is found to result from a platform technical failure or a charging error, Tsemba corrects the amount and issues the refund due.

Fraudulent use of the platform — fake orders, promotion abuse, duplicate accounts, false statements in complaints — entails civil liability for the losses caused, in addition to account closure.

Tsemba reserves the right of recourse against anyone whose act or omission causes it to bear costs, compensation or penalties towards third parties or authorities.

This page is governed by Mozambican law and complements the Terms and Conditions of Use.

The parties will seek an amicable solution through customer support. Failing that, the courts of Maputo City have jurisdiction, without prejudice to mandatory consumer forums.

Contacts: legal matters legal@tsemba.com; general support mozambique@tsemba.com; (+258) 21 610 150 / 84 2828 600.