Trust and safety
Safety is not an add-on: it is part of the product. Here we explain the checks a partner passes before joining, what happens during every service and how we act when something goes wrong.
Last updated: 21 August 2026
Every driver and courier passes identity verification with an official document and mobile number confirmation by OTP code.
Drivers must hold a valid driving licence, current vehicle documents and legally required insurance. Partner restaurants provide establishment documentation.
Expired documents automatically block access to new orders until they are renewed.
Before confirming, you see the estimated price, the partner name and, where applicable, the vehicle and licence plate.
Always check the plate and name shown before entering a vehicle or handing over a parcel.
If anything does not match the screen, do not start the service and cancel: cancellations due to identification mismatch are not penalised.
Every trip and delivery is recorded with partner identity, time, route and order status.
Trip tracking can be shared with someone you trust while the service is running.
We recommend wearing your seatbelt, keeping belongings with you and preferring digital payment so you do not carry cash.
If there is immediate danger, contact the authorities first and Tsemba afterwards.
Useful numbers in Mozambique: Police 119, Medical emergency 117, Fire brigade 198.
Once you are safe, report the incident to Tsemba with the order number: (+258) 84 2828 600 or mozambique@tsemba.com.
Any user or partner can report incidents through the contact page, in-app support or by phone, quoting the order concerned.
Every report is logged and reviewed by a person on the trust and safety team, not only by automated systems.
Serious cases — assault, harassment, dangerous driving, theft — lead to precautionary suspension of the account involved while we investigate.
Ratings and comments feed quality control: partners with a persistent pattern of substantiated complaints are coached, retrained or removed.
Fake or retaliatory ratings are removed when detected.
Partner restaurants commit to the hygiene and storage rules applicable to their activity.
Deliveries use closed, thermally insulated transport where the type of meal requires it.
Quality problems or missing items should be reported within 48 hours, with a photo where possible, for review and refund where applicable.
Pickup and delivery are recorded, identifying who handed over and who received the parcel.
Sending large amounts of cash, hazardous materials, illegal substances, weapons or animals without adequate conditions is not allowed.
Pack fragile items properly and declare contents truthfully: non-compliant shipments can be refused by the courier.
Verification codes (OTP) are personal: never share them, not even with someone claiming to be Tsemba staff. We never ask for codes, passwords or mobile wallet PINs by phone, SMS or social media.
Always check the amount on screen before authorising a payment with M-Pesa, e-Mola, mKesh or card.
If you suspect unauthorised access, contact us immediately so we can block the session and review account activity.
We do not tolerate discrimination based on origin, gender, religion, disability, sexual orientation or economic status, nor harassment of any kind.
Contact details are used only for the service in progress. Using contacts obtained on the platform for personal purposes breaches our rules and leads to removal.
We periodically review incidents, complaints and operational data to update procedures, partner training and verification mechanisms.
Safety suggestions are welcome through the contact page — many platform improvements started with users and partners.
