Payments and Refund Policy

1. How you can pay

Trips and deliveries can be paid for in cash to the driver, by mobile money (AzamPesa, M-Pesa, Mixx by Yas/Tigo Pesa, Airtel Money, Halopesa), by Visa or Mastercard, from your Trotters wallet, or against a corporate account where your employer has one. All amounts are in Tanzanian shillings (TZS).

The fare is shown before you confirm the trip. It changes only if you change the destination or the route changes significantly during the trip, as set out in our Terms of Service.

2. Who processes your payment

Mobile money and card payments are processed by AzamPay, a licensed payment service provider in Tanzania. Trotters receives the confirmation of each payment from AzamPay.

Mobile money: you confirm the amount in the app, receive a payment prompt on your phone and approve it with your mobile money PIN. Trotters never asks for, sees or stores your PIN.

Card: you are taken to AzamPay's secure checkout page and enter your card details there. Trotters never sees or stores your card number, expiry date or security code.

Every payment request carries a unique reference, so a request that is sent twice is still charged only once.

3. Failed or delayed payments

A payment counts as successful only after AzamPay confirms it. If you do not approve the prompt, or the payment is declined, no money is taken and you can try again or choose another payment method.

If money leaves your account but the app does not confirm the payment, do not pay again straight away. We check the status of unconfirmed payments with AzamPay automatically and reconcile all payments against AzamPay's records every day. A payment that reached us is credited to your trip or wallet; one that did not is reversed by your mobile money provider or bank.

If the issue is not resolved within 24 hours, contact support with the payment reference from your SMS or receipt.

4. Trotters wallet

You can top up your Trotters wallet by mobile money or card. The top-up is credited once AzamPay confirms the payment, and the wallet balance can then pay for trips.

You can withdraw your wallet balance to the mobile money number registered on your account at any time, within the minimum and maximum amounts shown in the app.

The wallet is a prepaid balance for Trotters services. It is not a bank account or deposit and does not earn interest.

5. Cancellations

You can cancel free of charge before a driver is assigned, and within the free cancellation window shown in the app. If a cancellation fee applies, the amount is shown before you confirm the cancellation.

Mobile money, card and wallet trips are charged only when the trip is completed, so cancelling a trip takes no money other than a cancellation fee shown to you. If the driver cancels, you are not charged. For company trips paid from a prepaid balance, the amount held at booking is returned to the company's balance.

6. Refunds

You are entitled to a refund if you were charged for a trip or delivery that did not happen, were charged more than once for the same trip, were charged more than the fare due, or were debited for a payment that failed.

To request a refund, contact support within 30 days of the payment through in-app support, at trotters.tech/contact, or by email or phone. Include the trip ID or payment reference.

We review every request and reply within 3 working days. Approved refunds are credited to your Trotters wallet, and you can withdraw them to your mobile money number straight away. If you ask for a refund to the card or mobile money account you paid from instead, we send it through AzamPay. A refund to a card can take up to 14 working days to reach you, depending on your bank.

Fares for completed trips that were correctly charged are not refundable. Complaints about the trip itself, such as the route or the driver's conduct, are reviewed individually and may result in a full or partial refund.

7. Business accounts

Companies top up a prepaid balance from the business portal using the same AzamPay mobile money and card checkout. Employee trips are charged to that balance.

Refunds for business trips are credited back to the company's prepaid balance. Invoicing and settlement terms for credit accounts are set out in the company's agreement with Trotters.

8. Driver partners

Driver earnings are paid out to the driver's registered mobile money number through AzamPay. Each payout has a unique reference and is recorded in the Trotters ledger.

Commission owed to Trotters can be paid from the driver app by mobile money, and the payment is applied once AzamPay confirms it.

9. Disputes

Please contact us first. Most payment questions can be settled quickly with the payment reference.

If you are not satisfied with our answer, you can raise a payment complaint with your mobile money provider or card-issuing bank, or a transport service complaint with the Land Transport Regulatory Authority (LATRA).