Terms and Conditions of Use

Tsemba is an African technology platform connecting users with drivers, couriers, restaurants and partner companies through Tsemba Ride (trips), Tsemba Food (meals) and Tsemba Delivery (parcels and documents).

Tsemba acts as a technology intermediary. Transport, food preparation and delivery are performed by independent partners who agree to follow these Terms, the platform safety rules and applicable law.

These Terms apply to every profile: personal accounts, partner accounts (driver, courier or restaurant) and business accounts.

Creating an account, placing an order or accepting a job as a partner means full acceptance of these Terms.

We may update these Terms for legal, technical, safety or product reasons. The version in force is always the one published on this page, with the update date shown at the top.

Material changes are announced in-platform, by SMS or by email with reasonable notice. Continued use after the effective date counts as acceptance.

To use the platform you must create an account with truthful details and a valid mobile number confirmed by an OTP code sent by SMS.

Accounts are personal and non-transferable. The holder is responsible for keeping access confidential, for all activity on the account and for reporting misuse immediately.

You must be at least 18 years old to open a partner account (driver, courier, restaurant or company).

Partner accounts undergo document verification: identity document, legally required permits and, for drivers, a valid driving licence and vehicle documents. We may refuse, suspend or reverse approvals when documents are invalid, expired or do not match the holder.

Tsemba Ride: urban and intercity trips with an identified driver, recorded route and live trip tracking.

Tsemba Food: meal orders from partner restaurants, prepared by the restaurant and delivered by partner couriers.

Tsemba Delivery: sending documents, parcels and products between points chosen by the user, with pickup and delivery records.

Availability depends on the city, the time of day and active partners at the moment of the request. The platform does not guarantee permanent, immediate availability in every area.

An estimated price is shown before you confirm. Route changes, extra stops, waiting time, official charges (tolls, parking, entry fees) or added items may adjust the final amount.

Tsemba is a cashless experience: payments are processed digitally via M-Pesa, e-Mola, mKesh, Visa and Mastercard cards. The platform does not store full card data.

Tsemba charges no commission on driver and courier earnings: 100% of the service amount is paid to the partner, except for legally required taxes and fees.

Every completed order generates a receipt with date, service, amount and payment method, available in the account history.

You may cancel an order at no cost before a partner accepts it.

After acceptance and once the partner has started travelling, a cancellation fee may apply to compensate time and fuel already spent.

Food orders already being prepared are not refundable, except for restaurant error, missing items, unfit products or proven non-performance.

Complaints must be submitted within 48 hours of order completion, through the contact page or in-app support, quoting the order. We review each case and communicate a reasoned decision.

Provide accurate addresses, be available at the pickup point and treat partners with respect.

Do not request transport or shipment of goods prohibited by law, hazardous or flammable materials, animals without adequate conditions, large amounts of cash or illegal items.

Do not use the platform for fraud, promotion abuse, duplicate accounts for the same profile, service resale or automated data scraping.

Keep personal, vehicle and business documents valid and up to date, including legally required insurance.

Perform the service safely, punctually and courteously, respecting traffic law, speed limits and food hygiene rules where applicable.

Do not accept jobs on behalf of third parties, do not share or sublet accounts and do not carry unauthorised passengers during a service.

Comply with the tax and social contribution obligations of your independent activity.

Any behaviour endangering people or property is prohibited, including dangerous driving, harassment, discrimination, offensive speech, threats, alcohol or substance use during service and refusal of service based on personal characteristics.

Breaches may lead to warnings, feature restrictions, temporary suspension or permanent account closure, without prejudice to reporting to the authorities and applicable civil and criminal liability.

Suspension decisions can be challenged through the contact page, with a right to an explanation and human review.

Ratings, comments and photos submitted must be truthful, your own and not offensive.

We may remove false or defamatory content, or content infringing third-party rights, keeping a moderation record.

Tsemba is responsible for platform operation, correct order intermediation and the handling of data recorded in its systems.

Partners are responsible for performing the service, for food quality and safety, for vehicle condition and legality and for meeting the legal obligations of their activity.

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

Nothing in these Terms excludes mandatory consumer rights under Mozambican law.

The Tsemba brand, logos, software, design, databases and editorial content are Tsemba property and protected by law.

You receive a limited, personal, revocable and non-transferable licence to use the platform as described here. Copying, modifying, decompiling, bulk data extraction or brand reuse without written permission is not allowed.

Personal data processing is governed by the Privacy Policy, which forms part of these Terms.

By creating an account you agree to receive operational messages required for the service, such as verification codes, order status and safety notices. Marketing messages require consent and can be declined at any time.

You may close your account at any time once outstanding amounts are settled.

We may close long-inactive accounts, accounts with false data or accounts in breach of these Terms, with prior notice whenever possible.

We aim to resolve any dispute amicably through customer support within 30 days of the complaint.

Failing that, Mozambican law applies and the courts of Maputo City have jurisdiction, without prejudice to mandatory consumer forums.

If any clause is found invalid, the remaining provisions stay in full force.

Legal and contractual matters: legal@tsemba.com. Privacy and personal data: privacidade@tsemba.com. General support: mozambique@tsemba.com.

Offices: Av. de Moçambique Nr. 1843, Maputo (Mozambique) and 90 Rivonia Road, 2nd Floor, Sandton, 2097 (South Africa).