Terms of Service

Msafiri is operated by Msafiri Technologies (Pty) Ltd (registration number [company registration number]), a company incorporated in Namibia with its registered address at [registered physical address], Namibia. In these terms, "Msafiri", "we", "us" and "our" mean that company.

These terms form a binding agreement between you and Msafiri covering your use of the Msafiri mobile app, the msafiri.africa website, the Msafiri Solutions dashboard used by transport companies, and any related services (together, the "platform").

By creating an account, booking a trip, posting a request, listing a trip, or otherwise using the platform, you accept these terms. If you do not accept them, do not use the platform.

Msafiri connects passengers who want intercity travel or parcel delivery with independent drivers and transport companies who provide those services. We are a technology platform and an intermediary.

We do not own the vehicles, we do not employ the drivers, and we do not ourselves carry passengers or parcels. Every transport service booked through the platform is a contract between the passenger and the driver or transport company providing it.

This means the driver or operator, not Msafiri, is responsible for the transport service itself, including the condition and roadworthiness of the vehicle, the conduct and licensing of the driver, compliance with Namibian road traffic and public passenger transport law, and any insurance required for carrying passengers or goods.

You must be at least 18 years old to create a Msafiri account. If you are under 18, you may only travel as a passenger accompanied by a responsible adult who holds the booking.

You can register with an email address and password, or by signing in with Google. You are responsible for:

• giving accurate, current and complete information when you register, including your real name and a working phone number
• keeping your password and account credentials confidential
• everything that happens under your account, unless you tell us promptly that it has been used without your permission
• keeping your contact details up to date so drivers and we can reach you about a trip

One person may hold one account. Accounts may not be sold, shared or transferred.

Passengers can book a seat on a published trip, send a parcel with a driver already travelling that route, or post a ride or parcel request that nearby drivers can see and respond to.

A booking is only confirmed once the driver or operator accepts it. Until then, a booking request is exactly that — a request. Seats and cargo space are limited and are not reserved for you before acceptance.

When you make a booking or post a request, you agree to:

• describe what you need accurately, including the number of seats and, for parcels, the nature and contents of the item
• be at the agreed pick-up point at the agreed time
• treat drivers, other passengers and their vehicles with respect
• follow the driver's reasonable instructions about luggage, seating and safety

Departure times, routes and durations shown in the app are estimates provided by the driver or operator. Road conditions, weather, breakdowns and border or checkpoint delays can change them. Msafiri does not guarantee that any trip will depart or arrive at a particular time.

Parcels may only be sent with a driver who has accepted the parcel booking. You must accurately declare what you are sending. You may not send, and drivers may not knowingly carry:

• illegal drugs, narcotics or any controlled substance
• firearms, ammunition, explosives or weapons
• protected wildlife products, including ivory and rhino horn, or anything else whose movement is restricted under Namibian conservation law
• flammable, corrosive, radioactive or otherwise hazardous materials
• live animals, human remains, or perishable goods that require refrigeration
• cash, negotiable instruments, or high-value items such as jewellery unless the driver has expressly agreed in writing in the app
• stolen goods or anything you do not have the legal right to send
• anything else prohibited by Namibian law

You are fully responsible for what you send. If you send a prohibited item, you indemnify Msafiri and the driver against every resulting loss, fine, penalty, seizure or claim. Drivers may refuse or hand over any parcel they reasonably believe contains a prohibited item, and we may suspend your account and report the matter to the authorities.

Fares are set by the driver or transport company, not by Msafiri, and are shown to you before you confirm a booking.

Some payments run through a Msafiri wallet that you top up. How top-ups, booking payments, cancellations and refunds work is set out in our Payments, Wallet & Refunds policy, which forms part of these terms.

You are responsible for paying the agreed fare for any booking you make and do not properly cancel.

The platform includes in-app chat between passengers and drivers, publicly visible ride and parcel requests, and trip listings. You are responsible for what you post and send.

You may not use the platform to:

• harass, threaten, defraud, discriminate against or endanger anyone
• post false, misleading or deliberately inaccurate trips, requests or profile details
• impersonate another person, driver or business
• solicit users off the platform in order to avoid fees or our safety checks
• scrape, copy, reverse engineer, overload or interfere with the platform or its security
• break any Namibian law, including road traffic, passenger transport, tax and conservation law

We may remove content and suspend or terminate accounts that breach these rules.

Before a driver can accept bookings, we check that they have submitted a driving licence and vehicle details, and we review those documents. Transport companies list their vehicles and drivers through the Msafiri Solutions dashboard.

These checks are a real safeguard, but they are not a guarantee. We cannot continuously monitor every driver, vehicle or passenger, and we do not conduct criminal record checks. You must still use your own judgement about whether to travel with, or carry, any particular person.

If something goes wrong, report it in the app or contact us directly. In an emergency, contact the Namibian Police first.

You may stop using the platform at any time and can delete your account as described in our Account & Data Deletion policy.

We may suspend or terminate your access, with notice where reasonably possible, if you breach these terms, if your documents expire or cannot be verified, if we are required to do so by law, or if we reasonably believe your use puts other users at risk.

Ending your account does not cancel obligations that already exist, such as paying for a completed trip or delivering a parcel you have accepted.

Nothing in these terms excludes liability that cannot lawfully be excluded, including liability for death or personal injury caused by our own negligence, or for our fraud.

Subject to that, and because Msafiri is an intermediary rather than the transport provider, we are not liable for the acts or omissions of drivers, operators or passengers, for the condition or roadworthiness of any vehicle, for loss of or damage to parcels in a driver's care, or for delays, missed connections or cancelled trips.

We provide the platform on an "as is" basis and do not promise it will be uninterrupted or error free.

Where we are found liable to you in connection with the platform, our total liability for all claims arising in any twelve-month period is limited to the greater of the total fees Msafiri earned from your bookings during that period, or NAD 5,000.

You agree to indemnify Msafiri against claims, losses, fines and reasonable legal costs arising from your use of the platform, your breach of these terms, your breach of any law, or a transport service you provided or received.

We may update these terms as the service develops or the law changes. We will post the updated version here and change the "last updated" date. Where the change materially affects your rights, we will give notice in the app or by email before it takes effect.

Continuing to use the platform after a change takes effect means you accept the updated terms.

These terms are governed by the laws of Namibia, and the courts of Namibia have jurisdiction over any dispute.

Please contact us first at hello@msafiri.africa — most problems are resolved quickly and informally.