Terms of Service
These Terms of Service ("Terms") govern your use of the eTaxi platform, apps, and website (the "Services"), operated by Patjo Holdings Ltd ("eTaxi", "we", "us"). By creating an account or using the Services, you agree to these Terms. If you do not agree, do not use the Services.
1. Who can use eTaxi
You must be at least 18 years old and able to enter a binding contract. Drivers must additionally hold all licences, permits, insurance, and vehicle documents required by Kenyan law to carry passengers or goods for hire.
2. What eTaxi is
eTaxi is a technology platform that connects independent riders with independent drivers for transport and delivery, and enables related payments. Drivers are independent providers, not our employees or agents. eTaxi does not itself provide transport; the transport service is provided by the driver you are matched with.
3. Your account
You agree to provide accurate information, keep your login secure, and be responsible for activity on your account. We may verify your identity and documents, and may suspend or close accounts that breach these Terms or pose a safety or fraud risk.
4. Rides and deliveries (riders)
- Fares are shown as estimates before booking and may change based on actual distance, time, waiting, demand, tolls, or route.
- You can pay by M-Pesa or cash where available. You are responsible for paying the correct fare for each completed trip.
- Cancellation fees may apply where a driver has already been dispatched or has waited beyond the allowed time.
- Treat drivers with respect, provide accurate pickup details, and do not carry prohibited or illegal items.
5. Driving on eTaxi (drivers)
- You act as an independent contractor. You decide when to go online and which requests to accept, and you are responsible for your vehicle, licences, insurance, and taxes.
- eTaxi charges a commission (platform fee) on completed trips, disclosed in the driver app and subject to change with notice.
- Earnings from trips are credited to your in-app wallet. Withdrawals are paid to your registered M-Pesa number and may be subject to a holding period before funds become withdrawable.
- Commission owed on cash trips is settled from your wallet. If your unsettled balance exceeds the limit set in the app, you may be blocked from going online until you settle it via M-Pesa.
- You must pass identity and document verification, including a live selfie, and keep your documents current.
6. Payments
M-Pesa payments and payouts are processed by Safaricom through the M-Pesa service; your use of M-Pesa is also subject to Safaricom's terms. We are not responsible for delays or failures caused by mobile-money networks. Except where required by law or our published policies, fares for completed trips are non-refundable.
7. Ratings, conduct, and safety
Riders and drivers rate each other after trips. We may investigate reports, remove content, and suspend or deactivate accounts for unsafe behaviour, harassment, fraud, discrimination, or repeated low ratings. Do not use the Services for anything illegal or dangerous.
8. Prohibited use
- Providing false information or impersonating another person.
- Manipulating fares, ratings, referrals, promotions, or the matching system.
- Interfering with, reverse-engineering, or attempting to breach the security of the Services.
- Using the Services to transport unlawful goods or persons, or in breach of any law.
9. Referrals and promotions
Referral rewards and promotions are offered at our discretion, may have conditions, and may be changed or withdrawn. Rewards obtained through abuse or fraud may be reversed.
10. Intellectual property
The eTaxi name, logo, apps, and website are owned by us or our licensors. We grant you a limited, non-exclusive, non-transferable licence to use the Services for their intended purpose. You may not copy, modify, or distribute them except as allowed by law.
11. Third-party services
The Services rely on third parties such as M-Pesa (Safaricom) and Google Maps/Firebase. Your use of those services is also governed by their respective terms, and we are not responsible for their acts, omissions, or availability.
12. Disclaimers and liability
The Services are provided "as is" and "as available". To the fullest extent permitted by law, we disclaim implied warranties and are not liable for the conduct of drivers or riders, or for indirect, incidental, or consequential loss. Nothing in these Terms limits liability that cannot be limited under Kenyan law.
13. Indemnity
You agree to indemnify eTaxi against claims, losses, and costs arising from your breach of these Terms, your misuse of the Services, or your violation of any law or third-party right.
14. Suspension and termination
You may stop using the Services at any time. We may suspend or terminate your access where you breach these Terms, where required by law, or to protect users or the platform.
15. Governing law and disputes
These Terms are governed by the laws of Kenya, and the courts of Kenya have jurisdiction over any dispute, subject to any right to use available consumer-dispute or alternative-dispute-resolution mechanisms.
16. Changes
We may update these Terms. We will post the updated version here and, where changes are significant, notify you in the app. Continued use after changes means you accept them.
17. Contact
Questions about these Terms: hello@etaxi.co.ke.