TRIPPA LOGTECH LIMITED

1. DEFINITIONS

In these Terms, unless the context requires otherwise:

1.1 “Account”
Means the Customer's account on a Trippa Platform.

1.2 “Booking”
Means an order, request or instruction submitted to Trippa for the provision of Services.

1.3 “Customer”
Means any individual, company, organisation, merchant, Sender, Recipient or other person who requests, purchases, receives or uses the Services.

1.4 “Delivery Address”
Means the physical address provided by the Customer for a door-to-door delivery.

1.5 “Goods”
Means any parcel, package, merchandise, document, item or other property tendered to Trippa for transportation, delivery, collection, storage or handling.

1.6 “Hub”
Means a Trippa-operated or authorised logistics facility used for sorting, handling, consolidation, dispatch, collection, storage or transfer of Goods.

1.7 “Locker”
Means a secure parcel locker operated by Trippa or an authorised Trippa partner through which Goods may be deposited, transferred or collected.

1.8 “Pickup Point”
Means an authorised location designated by Trippa where Goods may be deposited, transferred, collected or temporarily held.

1.9 “Recipient”
Means the person identified by the Customer as the person authorised to receive or collect the Goods.

1.10 “Sender”
Means the person or entity that tenders the Goods to Trippa.

1.11 “Services”
Means the services provided by Trippa, including:

• door-to-door delivery;
• same-day delivery;
• scheduled delivery;
• parcel collection;
• Locker delivery and collection;
• Pickup Point delivery and collection;
• Hub-to-Hub transportation;
• temporary storage;
• fulfilment;
• routing;
• tracking;
• logistics coordination;
• API-enabled logistics services;
• merchant delivery services;
• business delivery services; and
• any other logistics service offered by Trippa.

1.12 “Service Provider”
Means Trippa and any employee, rider, driver, contractor, subcontractor, logistics provider, warehouse operator, Locker operator, Pickup Point operator or other person engaged by Trippa to perform the Services.

1.13 “Trippa Platform”
Means any Trippa website, mobile application, merchant dashboard, API, storefront, WhatsApp channel, tracking system, software or other electronic platform used to access the Services.

1.14 “Working Day”
Means a day other than a Saturday, Sunday or public holiday in Uganda, except where the relevant Service operates on weekends or public holidays.

1.15 “Force Majeure Event”
Means an event beyond Trippa's reasonable control as described in clause 34.

1.16 “Writing”
Includes electronic records, email, SMS, WhatsApp, application notifications, dashboard communications and other electronic communications capable of being stored and reproduced.

2. ACCEPTANCE OF THESE TERMS

2.1 These Terms constitute a legally binding agreement between Trippa and the Customer.

2.2 The Customer accepts these Terms when the Customer:

• creates or uses a Trippa Account;
• makes a Booking;
• requests a collection;
• hands Goods to Trippa;
• deposits Goods in a Locker or Pickup Point;
• authorises another person to use Trippa Services on its behalf; or
• otherwise uses the Services.

2.3 A Booking submitted through the Trippa Platform, API, dashboard, WhatsApp, telephone, email or another authorised channel constitutes an instruction to Trippa to provide the applicable Service subject to these Terms.

2.4 Where a Customer has entered into a separate written commercial agreement with Trippa, that agreement shall prevail over these Terms to the extent of any inconsistency.

2.5 Trippa may amend these Terms from time to time. The updated Terms shall apply to Bookings made after the effective date of the updated Terms.

2.6 Continued use of the Services following the effective date of amended Terms constitutes acceptance of those amended Terms, subject to applicable law.

3. NATURE OF TRIPPA'S SERVICES

3.1 Trippa provides logistics and technology-enabled delivery services.

3.2 Trippa may use:

• its own vehicles;
• Trippa riders and drivers;
• employees;
• independent contractors;
• third-party logistics providers;
• warehouses;
• Hubs;
• Pickup Points;
• Locker operators; and
• other Service Providers.

3.3 Trippa may determine the operational method reasonably required to complete a Booking, including the vehicle, route, rider, driver, Hub, Locker or Pickup Point used.

3.4 Trippa's possession of Goods does not transfer ownership of those Goods to Trippa.

3.5 The Customer remains responsible for ensuring that the Goods are lawful, properly packaged, accurately declared and suitable for the selected Service.

4. CUSTOMER RESPONSIBILITIES

The Customer shall:

• 4.1 provide complete and accurate information;
• 4.2 provide an accurate Sender and Recipient name and telephone number;
• 4.3 provide an accurate Delivery Address or correctly selected Locker, Pickup Point or Hub;
• 4.4 accurately describe the Goods;
• 4.5 accurately state the quantity, dimensions and weight of the Goods where requested;
• 4.6 package the Goods appropriately;
• 4.7 ensure that the Goods are lawful to possess, sell and transport;
• 4.8 disclose any special handling requirements;
• 4.9 pay all applicable charges;
• 4.10 ensure that the Recipient is reasonably available to receive or collect the Goods; and
• 4.11 comply with all applicable laws and these Terms.

The Customer shall be responsible for losses, costs, delays or additional charges resulting from inaccurate, incomplete or misleading information supplied to Trippa.

5. BOOKINGS AND INSTRUCTIONS

5.1 Trippa may rely upon the information provided by the Customer when accepting a Booking.

5.2 Instructions relating to changes of:

• destination;
• Recipient;
• Delivery Address;
• Locker;
• Pickup Point;
• delivery method; or
• timing

must be given as soon as reasonably possible.

5.3 Trippa may not be able to implement a requested change once Goods have entered transit or have been processed through a Hub.

5.4 A change requested after collection may result in additional charges.

5.5 Trippa may refuse instructions that are unlawful, unsafe, operationally impracticable or inconsistent with the selected Service.

6. PRICING, TARIFFS AND QUOTATIONS

6.1 Trippa's charges shall be based on the applicable price displayed, quoted or otherwise communicated to the Customer.

6.2 Depending on the Service, charges may be calculated using one or more of the following:

• distance;
• vehicle type;
• parcel size;
• parcel weight;
• number of parcels;
• number of delivery stops;
• urgency;
• location;
• waiting time;
• storage requirements;
• re-delivery;
• failed delivery;
• returns;
• special handling; and
• other operational requirements.

6.3 A quotation is based on information supplied by the Customer and may be revised where that information is inaccurate or incomplete.

6.4 Trippa may re-weigh or re-measure Goods.

6.5 Where the actual dimensions or weight differ materially from those declared by the Customer, Trippa may:

• revise the applicable price;
• apply an additional charge;
• require a different vehicle;
• transfer the Goods to another Service;
• return the Goods;
• hold the Goods pending payment; or
• refuse the Goods.

6.6 Trippa's recorded measurements shall constitute reasonable evidence of the weight and dimensions of Goods, subject to correction where a manifest error is demonstrated.

6.7 Any taxes, statutory charges or third-party charges applicable to the Services shall be payable by the Customer where applicable.

7. PAYMENT

7.1 Customers shall pay all charges when due.

7.2 Trippa will require payment before accepting a Booking.

7.3 Trippa may suspend or restrict Services where an account is overdue, subject to applicable law and any separate commercial agreement.

8. PACKAGING

8.1 The Sender is responsible for packaging the Goods.

8.2 Goods must be packaged in a manner reasonably capable of withstanding normal handling, loading, unloading, sorting and road transportation.

8.3 Packaging must prevent:

• the Goods escaping;
• damage to the Goods;
• damage to other parcels;
• leakage;
• contamination;
• injury to persons; and
• damage to Trippa property.

8.4 Fragile Goods must be appropriately protected using suitable packaging and cushioning.

8.5 Liquids must be sealed in appropriate leak-resistant containers and placed within suitable secondary packaging where carriage has been expressly approved.

8.6 Electronic equipment should be packaged in appropriate protective packaging.

8.7 Where original manufacturer packaging is required for a particular item, the Customer is responsible for providing it.

8.8 Marking a package “FRAGILE” does not transfer responsibility for inadequate packaging to Trippa.

8.9 Trippa may refuse Goods that are visibly inadequately packaged.

8.10 Where Trippa accepts a parcel despite an apparent packaging defect, such acceptance does not constitute a guarantee that Trippa accepts responsibility for damage resulting from inadequate packaging.

8.11 Trippa may, where reasonably necessary for safety, secure, repackage, isolate or otherwise handle Goods. The reasonable cost may be charged to the Customer.

9. SIZE AND WEIGHT LIMITS

9.1 The maximum dimensions and weight for a particular Service shall be communicated at Booking or published on the applicable Trippa Platform.

9.2 Locker Services may have lower limits than door-to-door or Hub-based Services.

9.3 A Customer must not intentionally understate dimensions or weight.

9.4 Where Goods exceed the applicable limits, Trippa may:

• refuse the Goods;
• charge a different rate;
• require a different vehicle;
• move the Goods through a different Service;
• return the Goods; or
• hold the Goods pending payment.

9.5 All reasonable additional transportation, handling, storage and re-routing costs resulting from an incorrect declaration shall be payable by the Customer.

10. DOOR-TO-DOOR DELIVERY

10.1 For door-to-door Services, Trippa will attempt delivery to the Delivery Address provided in the Booking.

10.2 The Customer must provide a sufficiently complete and accurate address.

10.3 The Recipient must be reasonably available to receive the Goods.

10.4 Trippa may use reasonable proof-of-delivery procedures, including:

• signature;
• OTP;
• PIN;
• QR code;
• photograph;
• digital confirmation;
• GPS/location records;
• timestamp; or
• another electronic delivery record.

10.5 A delivery attempt may be considered unsuccessful where:

• the Recipient cannot be reached;
• the address is incorrect;
• the address cannot reasonably be located;
• access is unavailable;
• the Recipient refuses the Goods;
• the Recipient is unavailable; or
• delivery cannot safely or reasonably be completed.

10.6 Following an unsuccessful delivery attempt, Trippa may, depending on the circumstances:

• make another attempt;
• contact the Sender;
• move the Goods to a Hub;
• move the Goods to a Pickup Point;
• return the Goods to the Sender; or
• hold the Goods pending further instructions.

10.7 Additional charges may apply.

11. LOCKER SERVICES

11.1 A Customer using a Trippa Locker must comply with the size and weight limits applicable to the selected Locker.

11.2 Unless otherwise stated, only the number of parcels permitted by the Booking may be placed inside a Locker compartment.

11.3 The Customer must use the correct Locker size.

11.4 The Customer must ensure that the parcel is properly packaged before placing it inside the Locker.

11.5 Access codes, PINs, QR codes and OTPs must be kept confidential.

11.6 The Customer must not:

• force open a Locker;
• damage a Locker;
• interfere with its electronic or mechanical systems;
• place prohibited Goods inside a Locker;
• leave Goods outside a Locker; or
• permit unauthorised use of a Locker.

11.7 Trippa may suspend Locker availability for maintenance, security, technical, safety or operational reasons.

11.8 Locker operating hours may depend on the operating hours and accessibility of the premises in which the Locker is located.

11.9 Where a Customer fails to deposit a parcel within the applicable Booking window, the Booking may expire and any refund shall be governed by the applicable cancellation terms.

12. PICKUP POINTS AND HUBS

12.1 Trippa may offer delivery to or collection from designated Pickup Points and Hubs.

12.2 The Customer must use the Pickup Point or Hub specified in the Booking.

12.3 Trippa may move Goods between facilities where reasonably necessary for operational reasons.

12.4 The Recipient may be required to provide:

• a PIN;
• OTP;
• QR code;
• identification;
• tracking information; or
• other reasonable proof of authority.

12.5 Trippa may refuse to release Goods where it reasonably believes that the person seeking collection is not authorised.

12.6 Pickup Point and Hub collection periods shall be communicated through the applicable Trippa Platform or notification.

13. COLLECTION OF GOODS

13.1 Once Goods are ready for collection, Trippa may notify the Recipient by:

• SMS;
• WhatsApp;
• email;
• application notification;
• telephone; or
• another available communication channel.

13.2 Unless a different period is stated for the relevant Service, the Recipient shall have 48 hours from notification to collect Goods from a Locker.

13.3 Trippa may specify a different collection period for a Pickup Point or Hub.

13.4 Failure to collect within the applicable period may result in the Goods being:

• moved to a Hub;
• returned to the Sender;
• held for additional storage charges; or
• otherwise handled in accordance with clause 14.

13.5 Re-delivery or movement of Goods after expiry of the collection period may attract additional charges.

13.6 The responsibility for collecting Goods from a Locker or Pickup Point rests with the Recipient unless the Customer has purchased a further delivery service.

14. FAILED, REFUSED, UNDELIVERABLE OR UNCOLLECTED GOODS

14.1 Goods may be considered undeliverable where:

• the address is incorrect or incomplete;
• the Recipient cannot be contacted;
• the Recipient refuses delivery;
• the Recipient does not collect the Goods;
• the Goods cannot legally be delivered;
• the Customer does not provide required instructions; or
• delivery otherwise becomes impracticable.

14.2 Trippa will use reasonable efforts to contact the Customer or Sender for further instructions.

14.3 The Customer shall be responsible for reasonable costs arising from:

• attempted delivery;
• re-delivery;
• return delivery;
• storage;
• re-routing;
• additional handling; or
• other reasonable operational expenses.

14.4 Where the Goods remain unclaimed despite reasonable attempts to contact the relevant Customer or Sender, Trippa may, subject to applicable law:

• continue storing the Goods;
• return them to the Sender at an extra cost;
• sell the Goods;
• dispose of the Goods; or
• take another lawful action.

14.5 Before selling or disposing of Goods, Trippa shall provide such notice as is reasonably required by applicable law and the circumstances.

15. TRIPPA'S RIGHT TO INSPECT GOODS

15.1 Trippa may inspect Goods where reasonably necessary to:

• protect safety;
• investigate suspected prohibited Goods;
• investigate damage;
• investigate fraud;
• comply with law;
• comply with instructions from a competent authority;
• protect other Customers;
• protect Trippa property; or
• determine whether Goods comply with these Terms.

15.2 Trippa may open a parcel where reasonably necessary for those purposes.

15.3 Trippa does not routinely inspect ordinary parcels without a legitimate operational, legal or security reason.

16. PROHIBITED GOODS

The following Goods are prohibited unless Trippa has expressly approved their transportation in writing and all applicable legal and safety requirements have been satisfied:

16.1 Weapons and explosives

Including:

• firearms;
• ammunition;
• explosives;
• fireworks;
• detonators;
• grenades;
• bombs;
• weapon components; and
• other prohibited weapons.

16.2 Illegal drugs and controlled substances

Including illegal narcotics and substances prohibited by Ugandan law.

16.3 Dangerous substances

Including:

• poisons;
• toxic chemicals;
• corrosive substances;
• radioactive materials;
• infectious substances;
• hazardous waste;
• dangerous biological materials;
• flammable substances;
• compressed gases;
• petroleum products; and
• other dangerous goods.

16.4 Other prohibited items

Including, where applicable:

• stolen property;
• counterfeit goods;
• unlawfully obtained property;
• human remains;
• live animals;
• hazardous machinery;
• cash or negotiable instruments where not expressly accepted;
• precious stones and high-value valuables where not expressly accepted;
• perishable Goods requiring temperature control;
• Goods requiring specialised licences or transportation conditions not available through the selected Service; and
• any Goods whose carriage is prohibited by Ugandan law.

16.5 Trippa may maintain an updated prohibited-Goods list on its website or Platform.

16.6 The Customer must not conceal prohibited Goods inside another parcel.

16.7 The Customer must accurately disclose the nature of the Goods when requested.

16.8 If prohibited Goods are discovered, Trippa may refuse carriage, isolate the Goods, return them, notify the appropriate authority, or take another action required or permitted by law.

17. SPECIAL AND RESTRICTED GOODS

17.1 Some Goods may be accepted only with prior approval and subject to special conditions. These may include:

• medicines;
• medical supplies;
• batteries;
• electronics;
• liquids;
• chemicals;
• food;
• plants;
• fragile items;
• high-value items;
• temperature-sensitive items;
• oversized items; and
• commercial stock.

17.2 Trippa may require additional packaging, declarations, documentation, insurance or additional charges before accepting such Goods.

17.3 Trippa may refuse any restricted Goods where it determines that the applicable Service cannot safely or lawfully accommodate them.

18. CUSTOMER WARRANTIES

The Customer warrants that:

• 18.1 the Customer owns the Goods or has authority to send them;
• 18.2 the Customer is authorised to enter into these Terms in respect of the Goods;
• 18.3 the Goods are lawfully possessed;
• 18.4 the Goods are not stolen or unlawfully obtained;
• 18.5 the Goods are not prohibited under these Terms;
• 18.6 all information supplied to Trippa is accurate;
• 18.7 all required licences, permits and approvals have been obtained; and
• 18.8 the Goods have been properly packaged.

The Customer shall indemnify Trippa against claims arising from a breach of these warranties, subject to applicable law.

19. DELIVERY CONFIRMATION AND ELECTRONIC RECORDS

19.1 Trippa may create electronic records relating to:

• collection;
• delivery;
• movement;
• storage;
• Locker access;
• Pickup Point collection;
• proof of delivery; and
• payment.

19.2 Electronic records may include:

• timestamps;
• GPS information;
• photographs;
• signatures;
• OTP records;
• PIN records;
• QR scans;
• recipient confirmations; and
• system logs.

19.3 Such records may be used as evidence of the relevant transaction or event, subject to applicable law.

19.4 Customers must promptly report suspected incorrect delivery records.

20. LOSS, DAMAGE AND DELAY

20.1 Trippa will exercise reasonable care in performing the Services.

20.2 However, transportation and logistics involve inherent risks, including:

• road transportation;
• loading and unloading;
• sorting;
• handling;
• traffic;
• weather;
• road conditions;
• security risks;
• third-party infrastructure; and
• movement between facilities.

20.3 Trippa shall not be responsible to the extent loss, damage or delay is caused by:

• inadequate packaging;
• inherent defects in the Goods;
• the nature of the Goods;
• incorrect information;
• incorrect address;
• failure by the Recipient to receive or collect;
• prohibited Goods;
• inaccurate weight or dimensions;
• ordinary wear and tear;
• normal deterioration;
• acts or omissions of the Customer or Recipient;
• a Force Majeure Event;
• compliance with lawful government instructions; or
• another circumstance for which liability cannot lawfully be imposed on Trippa.

21. LIABILITY OF TRIPPA

21.1 Subject to clauses 21 and 22, Trippa's liability for physical loss of or physical damage to Goods shall be limited to the amount specified in the applicable Service terms or, where no specific limit applies, the lower of:

(a) the proven value of the affected Goods; or
(b) UGX 500,000 per consignment.

21.2 This liability limit does not automatically constitute insurance.

21.3 The Customer may purchase or arrange additional insurance or declared-value cover where offered.

21.4 Where the Customer selects a declared-value or additional-liability option offered by Trippa, the applicable separate terms and additional charges shall apply.

21.5 Where only part of a consignment is lost or damaged, liability shall ordinarily relate to the affected Goods rather than the entire consignment.

21.6 Trippa shall not be liable for loss of profit, loss of revenue, loss of business, loss of goodwill, loss of anticipated savings, loss of contracts, reputational loss or other indirect or consequential loss, to the maximum extent permitted by law.

21.7 Trippa shall not be liable merely because a delivery takes longer than an estimated delivery time.

21.8 Nothing in these Terms excludes liability that cannot lawfully be excluded or limited under Ugandan law.

22. SPECIFIC EXCLUSIONS FROM LIABILITY

To the maximum extent permitted by law, Trippa shall not be liable for loss or damage resulting from:

• 22.1 inadequate or defective packaging;
• 22.2 fragile, brittle or perishable Goods;
• 22.3 Goods containing liquids where the applicable Service has not expressly accepted them;
• 22.4 Goods exceeding the applicable weight or size limits;
• 22.5 incorrect or incomplete addresses;
• 22.6 incorrect Recipient information;
• 22.7 a Recipient refusing or failing to accept delivery;
• 22.8 Goods not collected within the applicable collection period;
• 22.9 Goods being prohibited or improperly declared;
• 22.10 Goods being inherently defective;
• 22.11 ordinary deterioration or wear and tear;
• 22.12 a Force Majeure Event;
• 22.13 delays caused by third-party infrastructure;
• 22.14 lawful seizure or detention by a competent authority;
• 22.15 inaccurate information supplied by the Customer;
• 22.16 unauthorised changes to delivery instructions;
• 22.17 loss of data caused by circumstances outside Trippa's reasonable control; or
• 22.18 any other circumstance in which liability cannot lawfully be imposed on Trippa.

23. INSURANCE

23.1 Trippa does not automatically provide full-value insurance for Goods.

23.2 Customers are responsible for obtaining their own insurance where appropriate.

23.3 Customers should particularly consider insurance for:

• high-value Goods;
• electronics;
• jewellery;
• commercial inventory;
• fragile Goods;
• imported Goods;
• machinery;
• sensitive equipment;
• Goods with high sentimental value; and
• Goods whose loss would cause significant financial consequences.

23.4 Where Trippa offers a declared-value or limited-liability option, the Customer must expressly select the option and pay the applicable fee.

23.5 Declaring a value during Booking does not, by itself, constitute insurance.

23.6 Additional cover is subject to the terms, exclusions and limits communicated when the cover is purchased.

24. CLAIMS FOR LOSS OR DAMAGE

24.1 Customers should notify Trippa of loss or damage as soon as reasonably possible.

24.2 Unless a shorter period is expressly stated for a particular Service, claims should be submitted within three (3) days after delivery or, where the Goods were not delivered, within five (5) days after the expected delivery date.

24.3 Claims must include, where applicable:

• Booking number;
• tracking number;
• Sender details;
• Recipient details;
• description of the Goods;
• description of the loss or damage;
• photographs;
• proof of value;
• purchase invoice or receipt;
• proof of packaging; and
• other information reasonably requested by Trippa.

24.4 Trippa may inspect damaged Goods.

24.5 Customers must preserve damaged Goods and packaging until Trippa has completed its assessment unless otherwise instructed.

24.6 Failure to provide reasonable evidence may affect the assessment of the claim.

24.7 Where a claim is accepted, Trippa may require transfer or surrender of damaged Goods for inspection or salvage where lawful.

24.8 Nothing in this clause removes a right that cannot lawfully be excluded.

25. CUSTOMER INDEMNITY

To the maximum extent permitted by law, the Customer shall indemnify Trippa against reasonable losses, claims, costs and expenses arising from:

• 25.1 prohibited or unlawful Goods;
• 25.2 inadequate packaging;
• 25.3 incorrect declarations;
• 25.4 inaccurate delivery information;
• 25.5 infringement of third-party rights;
• 25.6 fraud or misuse of the Customer's Account;
• 25.7 breach of these Terms;
• 25.8 unlawful conduct by the Customer; or
• 25.9 negligent or intentional acts or omissions by the Customer.

This indemnity shall not apply to the extent that the relevant loss was caused by liability of Trippa that cannot lawfully be transferred to the Customer.

26. TRIPPA'S RIGHT TO RETAIN GOODS FOR UNPAID CHARGES

26.1 Where permitted by Ugandan law, Trippa may retain Goods in its possession or control as security for unpaid amounts due by the Customer in connection with the Services.

26.2 Trippa may store such Goods at a suitable Trippa facility or other appropriate location.

26.3 Reasonable storage and handling charges may continue to accrue while Goods are retained.

26.4 If outstanding amounts remain unpaid after reasonable notice and any legally required period, Trippa may exercise any lawful right of lien, sale or disposal available to it.

26.5 Before selling or disposing of Goods, Trippa shall comply with any notice or other legal requirements applicable to the circumstances.

26.6 Any lawful sale proceeds may be applied first toward:

• outstanding delivery charges;
• storage;
• handling;
• return transportation;
• sale expenses;
• reasonable recovery costs; and
• other amounts lawfully due.

26.7 Any remaining balance shall be dealt with in accordance with applicable law.

27. THIRD-PARTY SERVICE PROVIDERS

27.1 Trippa may subcontract any part of the Services.

27.2 This may include:

• riders;
• drivers;
• fleet operators;
• warehouses;
• Pickup Points;
• Locker operators;
• technology providers;
• payment processors;
• fulfilment providers; and
• other logistics partners.

27.3 Trippa shall remain responsible for its contractual obligations to the extent required by law and any separate agreement with the Customer.

27.4 The Customer authorises Trippa to share information reasonably necessary with Service Providers to perform the Services, subject to applicable data protection law.

28. PERSONAL DATA AND PRIVACY

28.1 Trippa shall process personal data in accordance with Uganda's Data Protection and Privacy Act, 2019 and applicable regulations. The Act regulates the collection and processing of personal information and establishes obligations for data collectors, controllers and processors.

28.2 Personal data processed by Trippa may include:

• names;
• telephone numbers;
• email addresses;
• physical addresses;
• delivery addresses;
• location information;
• identification information;
• payment information;
• transaction information;
• delivery history;
• Account information;
• device information;
• communications;
• photographs;
• proof-of-delivery information; and
• other information reasonably required to provide the Services.

28.3 Trippa may process personal data for:

• creating and managing Accounts;
• processing Bookings;
• collecting and delivering Goods;
• providing tracking;
• communicating with Customers and Recipients;
• verifying identity;
• fraud prevention;
• security;
• payment processing;
• customer support;
• resolving disputes;
• improving Services;
• analytics;
• complying with legal obligations; and
• enforcing contractual rights.

28.4 Trippa may disclose necessary personal data to Service Providers where required to perform the Services.

28.5 Trippa shall take reasonable technical and organisational measures to protect personal data against unauthorised access, loss, destruction, misuse or disclosure.

28.6 Where Trippa uses a data processor, Trippa shall take reasonable steps to ensure that the processor handles personal data in accordance with applicable legal and contractual requirements.

28.7 Where personal data is transferred outside Uganda, Trippa shall comply with applicable requirements governing cross-border processing.

28.8 Trippa shall retain personal data only for as long as reasonably necessary for the relevant purpose or as required by law.

28.9 Data subjects may exercise applicable rights under Ugandan data protection law.

28.10 Where a Customer provides Trippa with another person's personal data, including Recipient information, the Customer warrants that it has a lawful basis or appropriate authority to provide that information.

28.11 Trippa's Privacy Policy shall provide additional information concerning its collection and processing of personal data.

29. ELECTRONIC COMMUNICATIONS

29.1 Customers agree that Trippa may communicate electronically.

29.2 Communications may be made through:

• email;
• SMS;
• WhatsApp;
• application notifications;
• dashboard notifications;
• telephone;
• electronic invoices; and
• other electronic means.

29.3 Electronic communications and records may constitute evidence of a Booking, instruction, payment, communication, collection or delivery.

29.4 The Electronic Transactions Act, 2011 provides the legal framework for electronic communications and transactions in Uganda.

29.5 Customers must ensure that their contact details remain accurate.

30. ACCOUNT SECURITY

30.1 Customers are responsible for safeguarding:

• passwords;
• OTPs;
• PINs;
• API keys;
• QR codes;
• access credentials; and
• other security information.

30.2 Customers must notify Trippa promptly if they suspect unauthorised use of an Account.

30.3 Trippa may suspend an Account where it reasonably suspects:

• fraud;
• unauthorised access;
• identity theft;
• payment fraud;
• manipulation of delivery records;
• misuse of Locker credentials;
• misuse of the Platform; or
• another security risk.

31. FAIR USE

31.1 Customers must use the Services fairly, lawfully and for their intended purpose.

31.2 Customers must not:

• create fraudulent Bookings;
• deliberately misuse pricing;
• manipulate delivery records;
• circumvent Service restrictions;
• interfere with Trippa systems;
• damage Trippa property;
• misuse Lockers;
• provide false information;
• abuse or threaten Trippa personnel or Service Providers;
• use the Services for unlawful activity; or
• deliberately create unreasonable operational burdens.

31.3 Where a Customer's use constitutes material abuse, Trippa may:

• impose reasonable additional charges;
• restrict Services;
• suspend an Account;
• refuse a Booking; or
• terminate the Customer's access.

32. TRIPPA PLATFORM AND API

32.1 Trippa may provide Services through websites, applications, APIs, dashboards, storefronts and other technology.

32.2 Trippa shall use reasonable efforts to maintain availability of its Platform but does not guarantee uninterrupted operation.

32.3 Service interruptions may result from:

• maintenance;
• software updates;
• telecommunications failures;
• power outages;
• internet disruptions;
• cybersecurity incidents;
• third-party technology failures;
• system errors; or
• Force Majeure Events.

32.4 Customers must not:

• reverse engineer Trippa software;
• interfere with Trippa systems;
• introduce malicious code;
• attempt unauthorised access;
• overload systems;
• bypass security controls; or
• use Trippa technology for unlawful purposes.

32.5 API Customers shall comply with applicable API documentation, authentication requirements, usage limits and separate API agreements.

33. CANCELLATION

33.1 A Customer may cancel a Booking subject to the applicable Service cancellation rules.

33.2 Cancellation charges may apply where operational costs have already been incurred, including where:

• a rider has been dispatched;
• Goods have been collected;
• Goods have entered transit;
• Goods have reached a Hub;
• Goods have been placed into a Locker;
• a delivery attempt has occurred; or
• other operational resources have been committed.

33.3 Refunds, where applicable, shall be processed according to the relevant Service terms and payment method.

33.4 Nothing in these Terms excludes a mandatory legal right to cancel or obtain a refund.

34. FORCE MAJEURE

34.1 Trippa shall not be liable for failure or delay caused by circumstances beyond its reasonable control.

34.2 Such circumstances may include:

• floods;
• severe weather;
• fire;
• earthquakes;
• epidemics or pandemics;
• war;
• terrorism;
• civil unrest;
• riots;
• strikes;
• industrial action;
• government orders;
• changes in law;
• road closures;
• major traffic disruption;
• fuel shortages;
• telecommunications failures;
• power outages;
• cyber incidents;
• theft or security incidents despite reasonable precautions;
• failure of third-party infrastructure;
• shortage of vehicles or essential resources resulting from external circumstances; or
• other comparable events beyond reasonable control.

34.3 Trippa may, during a Force Majeure Event:

• delay delivery;
• reroute Goods;
• suspend a Service;
• move Goods to another facility;
• change the delivery method; or
• take reasonable measures necessary to protect people and property.

34.4 Trippa shall use reasonable efforts to resume Services once the relevant event has ended or its effects have sufficiently reduced.

35. COMPLAINTS

35.1 Customers should initially submit complaints directly to Trippa through the official customer support channels.

35.2 Complaints should include:

• Booking number;
• tracking number;
• Customer details;
• description of the complaint; and
• supporting information.

35.3 Trippa shall make reasonable efforts to investigate complaints and communicate an outcome.

35.4 Nothing in this clause prevents a Customer from exercising any legal right available under Ugandan law.

36. DISPUTE RESOLUTION

36.1 The parties shall first attempt to resolve disputes through good-faith discussions.

36.2 A party raising a dispute shall provide written notice setting out:

• the nature of the dispute;
• relevant Booking or agreement;
• material facts;
• remedy sought; and
• supporting documents reasonably available.

36.3 The parties shall attempt to resolve the dispute within 30 days of the dispute notice.

36.4 If the dispute cannot be resolved through negotiation, either party may pursue remedies available under Ugandan law.

36.5 Where the parties expressly agree in writing to arbitration, the arbitration shall be conducted in Uganda in accordance with the Arbitration and Conciliation Act, 2000, as amended, including applicable amendments in force from time to time. Uganda's current Arbitration and Conciliation Act includes amendments made in 2024.

36.6 Any arbitration agreement shall be in writing as required by Ugandan law.

36.7 Unless otherwise agreed:

• the seat of arbitration shall be Kampala, Uganda;
• the language shall be English; and
• the tribunal shall consist of one arbitrator.

36.8 Nothing in this clause prevents either party from seeking urgent interim or protective relief from a competent Ugandan court.

37. GOVERNING LAW AND COURTS

37.1 These Terms shall be governed by and interpreted in accordance with the laws of the Republic of Uganda.

37.2 Subject to any applicable arbitration agreement, disputes shall be submitted to a court of competent jurisdiction in Uganda.

37.3 Nothing in these Terms confers jurisdiction on a court that does not otherwise have jurisdiction under Ugandan law.

38. CONSUMER AND MANDATORY LEGAL RIGHTS

38.1 Nothing in these Terms is intended to exclude any right or remedy that cannot lawfully be excluded under Ugandan law.

38.2 If any provision of these Terms conflicts with a mandatory legal requirement, the mandatory legal requirement shall prevail to the extent of the conflict.

38.3 Any limitation of liability contained in these Terms shall apply only to the extent legally enforceable.

38.4 Trippa shall not rely upon these Terms to exclude liability where such exclusion would be unlawful.

39. INTELLECTUAL PROPERTY

39.1 Trippa owns or has the right to use the intellectual property contained in:

• its name;
• logos;
• trademarks;
• software;
• applications;
• websites;
• dashboards;
• APIs;
• databases;
• designs;
• content; and
• technology.

39.2 Customers may not copy, reproduce, modify, distribute, reverse engineer or commercially exploit Trippa intellectual property without permission, except where permitted by law.

40. CONFIDENTIALITY

40.1 Each party may receive confidential information belonging to the other.

40.2 Each party shall take reasonable steps to protect confidential information.

40.3 Confidential information may be disclosed where:

• required by law;
• required by a competent authority;
• required to perform the Services;
• disclosed to professional advisers;
• disclosed to authorised Service Providers; or
• otherwise authorised by the relevant party.

40.4 Confidentiality obligations shall survive termination where the information remains confidential.

41. ASSIGNMENT AND SUBCONTRACTING

41.1 Trippa may assign, transfer or subcontract its rights or obligations where reasonably required for its business operations, provided this does not unlawfully prejudice the Customer.

41.2 The Customer may not assign its rights or obligations under these Terms without Trippa's prior written consent, except where permitted by law.

42. NOTICES

42.1 Trippa may send notices to the Customer through:

• email;
• SMS;
• WhatsApp;
• application notification;
• dashboard;
• telephone;
• physical delivery; or
• another reasonable communication channel.

42.2 Notices sent to the most recent contact information supplied by the Customer shall be treated as properly communicated, subject to applicable law.

42.3 Customers must keep their contact information updated.

43. SEVERABILITY

43.1 If any provision of these Terms is declared unlawful, invalid or unenforceable, that provision shall be modified or severed only to the extent necessary.

43.2 The remaining provisions shall continue in full force and effect.

44. NO WAIVER

44.1 A failure or delay by Trippa to enforce any provision does not constitute a waiver.

44.2 A waiver shall only be effective where expressly made in writing.

45. ENTIRE AGREEMENT

45.1 These Terms, together with:

• applicable Booking terms;
• pricing schedules;
• service-specific terms;
• Trippa's Privacy Policy;
• API terms;
• commercial agreements; and
• other documents expressly incorporated by reference

constitute the agreement governing the Services.

45.2 Where there is a conflict:

(a) mandatory Ugandan law shall prevail;
(b) a signed commercial agreement shall prevail over these general Terms;
(c) specific Service Terms shall prevail over general provisions concerning that Service; and
(d) these Terms shall apply to all remaining matters.

46. CHANGES TO SERVICES

46.1 Trippa may modify, suspend, replace or discontinue Services where reasonably necessary for:

• operational reasons;
• technological changes;
• safety;
• regulatory requirements;
• commercial reasons; or
• circumstances beyond Trippa's reasonable control.

46.2 Where a material change affects an ongoing commercial agreement, Trippa shall provide reasonable notice where practicable.

47. TERMINATION AND SUSPENSION

47.1 Trippa may suspend or terminate access to the Services where the Customer:

• materially breaches these Terms;
• fails to pay amounts due;
• uses the Services unlawfully;
• submits prohibited Goods;
• commits fraud;
• compromises Platform security;
• abuses Service Providers; or
• otherwise creates a material operational, legal or security risk.

47.2 Where appropriate, Trippa may provide the Customer with an opportunity to remedy the breach before termination.

47.3 Termination does not affect amounts already due or rights that accrued before termination.

48. SURVIVAL

The following provisions shall survive termination to the extent applicable:

• payment obligations;
• liability;
• claims;
• indemnities;
• data protection;
• confidentiality;
• intellectual property;
• dispute resolution;
• governing law;
• outstanding storage obligations; and
• any other provisions intended by their nature to survive.

49. CUSTOMER ACKNOWLEDGEMENT

By using Trippa's Services, the Customer acknowledges that:

1. the Customer has had an opportunity to read these Terms;
2. the Customer understands that logistics and transportation involve inherent risks;
3. the Customer is responsible for accurate Booking information;
4. the Customer is responsible for suitable packaging;
5. prohibited Goods must not be submitted;
6. Trippa may use riders, drivers, contractors and other Service Providers;
7. door-to-door delivery and Locker/Pickup Point delivery have different operational procedures;
8. Goods that are not delivered or collected may be returned, stored or otherwise dealt with in accordance with these Terms and applicable law;
9. additional charges may apply for failed delivery, re-delivery, storage, return or re-routing;
10. Trippa does not automatically insure the full value of Goods;
11. Customers should obtain appropriate insurance for valuable or high-risk Goods;
12. liability is subject to the limitations in these Terms to the extent permitted by law; and
13. the Customer agrees to comply with these Terms and applicable Ugandan law.