Rider Terms of Use

These Terms of Use ("Terms") form a legally binding agreement between you ("Rider", "you", or "your") and Kose Africa (Pvt) Ltd, a subsidiary of Zano Money (Pvt) Ltd ("Kose", "we", "our", or "us"). They govern your access to and use of the Kose mobile application, website, and all related services (collectively, the "Platform").

By creating a Kose account, requesting a ride, placing an order, or otherwise using the Platform, you confirm that you have read, understood, and agree to be bound by these Terms and our Privacy Policy.

Kose is a technology platform that connects riders with independent driver-partners for on-demand transportation, and connects customers with merchants and couriers for e-commerce and delivery services. Kose does not itself provide transportation or delivery services.

Drivers and couriers operating on the Kose platform are independent contractors, not employees or agents of Kose. Kose is not responsible for the acts or omissions of drivers or couriers except as expressly stated in these Terms or required by applicable law.

The Platform is available in Zimbabwe, Zambia, and South Africa. Service availability within each country may vary by city and region.

3.1 Age Requirement

You must be at least 18 years of age to create a Kose account and use the Platform. By registering, you represent and warrant that you meet this requirement.

3.2 Account Information

When registering, you must provide accurate, complete, and current information. You are responsible for maintaining the accuracy of your account details and for updating them promptly if they change.

3.3 Account Security

Your account is personal to you. You must not share your login credentials with any other person. You are responsible for all activity that occurs under your account. If you suspect unauthorised access to your account, notify us immediately at support@kose.africa.

3.4 One Account Per User

You may only hold one active Kose rider account at a time. Creating duplicate accounts to circumvent bans, restrictions, or promotions is prohibited and grounds for permanent deactivation.

4.1 Requesting a Trip

To request a ride, you must enter a valid pickup location and destination through the app. Kose will display an estimated fare and, where available, multiple service tiers (Go, Plus, Lux, XL). By confirming your request, you are making an offer to engage a driver at the displayed fare estimate.

4.2 Driver Matching

Kose will attempt to match you with an available driver in your area. We cannot guarantee that a driver will always be available. Wait times and availability depend on driver supply in your location and time of day.

4.3 Confirming Your Identity

For your safety, please confirm the driver's name, vehicle make, model, colour, and registration number displayed in the app before entering the vehicle. Do not enter a vehicle that does not match the details shown.

4.4 Changes to Destination

You may request a change of destination during a trip through the app. The fare will be updated to reflect the revised route. Drivers are not obligated to accept mid-trip destination changes that would take them significantly outside their operating area.

5.1 Fare Calculation

Fares are calculated based on distance, time, the selected service tier, and applicable surcharges including peak pricing, tolls, and waiting time. The fare estimate shown at the time of booking is an approximation. The final fare is calculated at the end of the trip and charged to your selected payment method.

5.2 Surge Pricing

During periods of high demand, a surge multiplier may apply. You will be informed of any surge pricing before confirming your booking. By confirming, you agree to pay the surged fare.

5.3 Payment Methods

Kose accepts payment via mobile money (EcoCash, MTN Mobile Money, and others), debit and credit cards, and Kose Wallet balance where available. Cash payments are accepted in select markets as indicated in the app. You must have a valid and funded payment method linked to your account at the time of booking.

5.4 Receipts

A trip receipt will be sent to your registered email address and will be available in the app after each completed trip.

5.5 Fare Disputes

If you believe you have been incorrectly charged, you must raise a dispute through the app within 14 days of the relevant trip. Kose will investigate and respond within 7 business days. Chargebacks initiated outside this process may result in account suspension.

6.1 Cancellation by You

You may cancel a booked trip at any time through the app. Cancellations made after a driver has been matched and is en route may incur a cancellation fee. The applicable fee will be displayed in the app before you confirm the cancellation.

6.2 Driver No-Show

If your driver does not arrive within the estimated time and you have been waiting at the correct pickup location, you may cancel without charge. Please report no-shows through the app so we can investigate.

6.3 Rider No-Show

If a driver arrives at the designated pickup location and you are not present within the waiting window displayed in the app, the trip may be cancelled and a no-show fee charged. This compensates the driver for their time and travel to the pickup point.

You are expected to treat drivers with respect and courtesy at all times. While using the Platform, you agree to:

• Fasten your seatbelt and comply with road safety laws during your trip
• Not ask drivers to violate traffic laws or take routes that compromise safety
• Not consume food, drink, or substances in the vehicle without the driver's permission
• Not bring animals into the vehicle without prior arrangement and the driver's consent
• Take reasonable care of the vehicle during your trip
• Not engage in any threatening, abusive, or discriminatory behaviour toward drivers
• Not request or facilitate transportation for purposes that are unlawful

After each completed trip, you will be invited to rate your driver on a scale of 1 to 5 stars and optionally leave written feedback. Ratings help maintain service quality across the platform and are visible to drivers in aggregate.

Drivers are also permitted to rate riders. Your rider rating reflects the quality of your interactions with drivers. A persistently low rider rating may affect your ability to be matched with drivers or, in extreme cases, may result in account suspension.

Ratings must be honest and based on your genuine experience. Submitting false or retaliatory ratings is a violation of these Terms.

Where available, the Kose platform enables you to place orders with partner merchants and have goods delivered to your location. The following terms apply to e-commerce and delivery orders:

• Orders are fulfilled by independent merchants and couriers, not by Kose directly
• Estimated delivery times are indicative and may vary due to traffic, distance, or merchant preparation time
• You are responsible for ensuring that the delivery address entered is accurate and accessible
• Refunds for incorrect, missing, or damaged items must be requested through the app within 24 hours of delivery
• Kose acts as an intermediary and will assist with dispute resolution between you and the merchant or courier
• Certain product categories may be restricted by age, regulation, or geography — you are responsible for ensuring you are eligible to order and receive such items

The Kose app includes an SOS emergency feature accessible during active trips. Activating this feature will alert Kose's safety monitoring team and share your live location and trip details. Kose may coordinate with emergency services on your behalf where appropriate.

• The SOS feature is intended for genuine emergencies only
• Misuse of the SOS feature is a violation of these Terms and may result in account suspension
• You are encouraged to share your trip details with a trusted contact using the trip sharing feature available in the app
• In an emergency, always prioritise contacting local emergency services directly

You may not use the Kose Platform for any of the following purposes:

• Attempting to circumvent the platform's fare or payment systems
• Scraping, reverse engineering, or interfering with the operation of the app
• Using a VPN or other means to misrepresent your location or access the platform in an unsupported region
• Submitting false complaints, ratings, or reports against drivers
• Reselling or commercially exploiting any Kose service without prior written authorisation

Kose grants you a limited, personal, non-transferable, revocable licence to access and use the Platform for your own personal, non-commercial purposes. You may not:

• Copy, reproduce, or distribute any part of the Platform or its content
• Use Kose's trademarks, logos, or branding without prior written permission
• Modify, adapt, or create derivative works based on the Platform
• Use automated tools to access or interact with the Platform

All intellectual property rights in the Platform, including its design, software, content, and branding, remain the exclusive property of Kose Africa (Pvt) Ltd.

13.1 Platform Availability

Kose provides the Platform on an "as is" and "as available" basis. We do not guarantee uninterrupted or error-free service. We reserve the right to modify, suspend, or discontinue any part of the Platform at any time without liability.

13.2 Limitation of Liability

To the maximum extent permitted by applicable law, Kose's aggregate liability to you for any claim arising under or in connection with these Terms shall not exceed the amount you paid to Kose in the 3 months preceding the event giving rise to the claim.

Kose is not liable for: indirect, consequential, or incidental losses; losses arising from the acts or omissions of drivers; service unavailability or delays; or losses caused by your own breach of these Terms.

13.3 Driver Conduct

While Kose sets standards for drivers and takes safety seriously, drivers are independent contractors. Kose is not vicariously liable for the actions of drivers during or outside of trips, except as required by applicable law.

14.1 By Kose

Kose may suspend or permanently deactivate your account at any time if you breach these Terms, engage in fraudulent or abusive behaviour, pose a safety risk to drivers or other users, or if we are required to do so by law.

For non-serious violations, Kose will ordinarily issue a warning before suspending or terminating your account. For serious or repeated violations, immediate and permanent deactivation may occur without prior notice.

14.2 By You

You may close your account at any time through the app settings or by contacting support. Closing your account does not affect any outstanding payment obligations or ongoing disputes.

These Terms are governed by the laws of your country of residence as follows: the laws of Zimbabwe for riders in Zimbabwe; the laws of Zambia for riders in Zambia; and the laws of the Republic of South Africa for riders in South Africa.

If you have a complaint or dispute with Kose, we encourage you to first contact our support team to seek an informal resolution. If the matter cannot be resolved within 30 days, it may be referred to the competent courts or consumer protection authority in your jurisdiction.

Kose reserves the right to update these Terms at any time. When we make material changes, we will notify you through the app or by email at least 14 days before the changes take effect. Your continued use of the Platform after the effective date constitutes your acceptance of the revised Terms.

If you have questions or concerns about these Terms, please reach out: