Terms of Service

1. Accounts, drivers and LATRA compliance

You must be at least 18 years old to hold a Trotters account. Account credentials are personal and may not be transferred or shared.

Driver partners apply through the driver app or the driver portal and must upload the documents listed there. Today those are a NIDA national ID or passport, a valid Tanzanian driving licence, the vehicle registration card (logbook) and a LATRA driver registration badge. Our compliance team reviews every application before the account can take trips, and reviews documents again when they expire. Drivers are responsible for keeping their licence, LATRA registration, vehicle registration and vehicle insurance valid and up to date on the platform.

We may suspend or close an account that supplies false documents, breaches these terms, or is reported for conduct covered by section 7.

2. Fares and pricing

Fares are calculated from the base fare, the distance of the route, the expected travel time and the ride category you choose. The live categories are Boda, Bajaji, Basic and XL, each with its own rates and a minimum fare. Where a demand multiplier is in force it is applied within the maximum tariff ceilings published by LATRA.

The price is shown before you confirm the trip and that is the price you pay, unless you change the destination or the route changes materially during the trip.

A booking fee and the LATRA levy are included in the fare you are quoted — they are not added on top of it — and are itemised separately on your receipt.

3. Payment methods and receipts

Trips can be paid for in cash, by mobile money (M-Pesa, Tigo Pesa/Yas, Airtel Money, Halopesa, AzamPesa), by bank transfer, by card, from your Trotters wallet, or against a corporate account where your employer has one.

Every completed transaction is recorded in the Trotters ledger as a double-entry accounting record, and a trip receipt is available in the app. Where a fiscal receipt is required, it is issued in line with Tanzania Revenue Authority requirements.

Mobile money and card payments are processed by AzamPay, a licensed payment service provider in Tanzania. Mobile money payments are approved with your PIN on your own phone, and card details are entered only on AzamPay's secure checkout page. Trotters never sees or stores your card number or PIN.

Wallet top-ups and withdrawals are subject to the minimum and maximum amounts shown in the app.

How payments, failed payments and refunds are handled is set out in our Payments and Refund Policy at trotters.tech/refund-policy.

4. Trotters Micro-Credit

Ride credit for passengers and fuel or repair advances for drivers are not available in this release. No credit is offered, no eligibility check is carried out and no credit agreement is entered into through the platform at this time. If we launch a credit product, it will have its own terms which you will be asked to accept separately.

5. Trotters Send — parcels

Trotters Send carries parcels between addresses using the same driver network. The courier hands the parcel over only when the recipient gives them the delivery PIN issued for that parcel, so keep the PIN between the sender and the recipient.

Prohibited items include illegal drugs, firearms and ammunition, hazardous chemicals, unsealed perishable food and cash. The sender is responsible for what is inside the parcel.

You declare the value of the parcel when you book it. For declared values above TZS 50,000 a cover fee of 0.5% of the declared value is added to the delivery price and shown before you confirm.

6. Cancellations, waiting time and refunds

You can cancel a request free of charge before a driver has been assigned, and within the free cancellation window shown in the app. If a cancellation fee applies to your ride category, the amount is shown before the cancellation is confirmed and is passed to the driver.

After the driver arrives at the pickup point, waiting is free for the first few minutes set for your category — currently 3 minutes, or 5 minutes for XL. After that, the per-minute waiting fee for that category is added to the fare.

If you are charged for a trip that did not happen, or the amount is wrong, contact support and we will review the trip and refund what is due, as described in our Payments and Refund Policy.

7. Safety and conduct

We operate a zero-tolerance policy on driving under the influence of alcohol or drugs, harassment, discrimination and reckless driving. Riders and drivers in breach face suspension or permanent removal from the platform.

The SOS button in the app sends an alert with your live location and trip details to our safety team and shows the national emergency numbers — Police 112, Ambulance 115, Fire 114 — so you can call them directly. It does not place the emergency call for you.

You can also share a live tracking link for your trip, add emergency contacts in the app, and report an incident after a trip.

8. Intellectual property and platform integrity

The Trotters software, trademarks, pricing models, brand assets and interfaces are the property of Terra Yields Limited. Reverse engineering, scraping our data, or accessing our APIs without authorisation is not permitted.

9. Governing law and disputes

These terms are governed by the laws of the United Republic of Tanzania. Any dispute arising out of or in connection with them shall be resolved through binding arbitration in Dar es Salaam, Tanzania.