1. Agreement and service provider
These Terms govern access to and use of VroomGo’s website, mobile application, passenger services, operator dashboards and staff workspaces. By creating an account, submitting a booking or rental request, or using a workspace, you agree to these Terms and the Privacy Policy.
The platform operator is VroomGo, Kampala, Uganda. Contact: support@vroomgo.co, +256 782 246 798. The registered legal name, company registration number and complete physical service address must be inserted before commercial launch.
If you act for a company, you confirm that you are authorized to bind that company. Transaction-specific information shown at checkout and lawful operator-specific conditions form part of the agreement for that transaction.
2. VroomGo’s role
VroomGo provides technology for finding transport services, reserving inventory, requesting car hire, processing booking information, communicating with operators, verifying payment responses and managing digital records. Participating transport and car-hire companies are independent operators.
Unless VroomGo expressly identifies itself as the transport or rental supplier, the selected operator—not VroomGo—provides the journey, vehicle, driver, luggage service and related operational performance. The operator is responsible for licences, vehicle roadworthiness, insurance, personnel, lawful fares and delivery of its service.
VroomGo may verify submitted information and control marketplace access, but verification is not a guarantee that an operator or journey will be free from delay, accident, misconduct or service failure.
3. Eligibility and accounts
- You must have legal capacity to enter these Terms. An adult may book for a child or dependent traveler and remains responsible for the submitted information and required consent.
- Provide accurate, current information and keep it updated. Do not create misleading accounts, impersonate another person or use identity documents without authority.
- Protect your password, device and verification codes. Notify VroomGo promptly of suspected unauthorized use.
- One person may hold different authorized roles, but operator, driver, controller, agent, cashier and administrator access must be assigned through the applicable invitation or membership workflow.
- Car-hire drivers must hold a valid licence and satisfy the operator’s disclosed age, experience, identity, deposit and insurance requirements.
4. Scheduled journey bookings
Search results are offers of available operator inventory, not a confirmed booking. A seat may be held temporarily while checkout is completed. The hold can expire and return to inventory if payment is not verified in time.
Before submitting, review the operator, route, date, departure time, pickup and drop-off points, passenger names, seats, luggage declaration, fare, additional fees and refund conditions. You may correct the details or leave checkout before placing the order.
A booking is confirmed only when VroomGo records the applicable confirmed status after a verified payment-provider response or authorized counter-payment workflow. A browser redirect, screenshot, SMS or debit alert alone is not confirmation.
Your digital ticket, QR code and booking reference are travel credentials. Do not alter, duplicate, resell or use a cancelled ticket. The operator may request identification matching the passenger record.
5. Prices and payments
- Prices are displayed in the stated currency and should include the fare and declared charges known at checkout. Additional charges may apply only where disclosed or where the passenger later changes the service or declaration.
- VroomGo uses independent Mobile Money, bank or card providers. Their terms, availability, limits and verification procedures also apply.
- Never provide a VroomGo employee or operator with a Mobile Money PIN, card security code or one-time password.
- Saved payment methods contain masked details or provider tokens, not full payment credentials. Removing a method from VroomGo may not close an account held directly with the provider.
- Duplicate, unauthorized or incorrect charges should be reported promptly with the booking and provider references.
6. Luggage and prohibited items
Declare luggage accurately before payment, including quantity, category, weight, dimensions and special handling. The operator’s allowance, maximum size and extra charges apply. Undeclared, oversized or misdescribed luggage may be refused or charged at the applicable disclosed rate.
Do not present illegal goods, dangerous materials, weapons, contraband, improperly packaged perishables or live animals where carriage is prohibited. Televisions, refrigerators, bicycles, motorcycles, furniture, agricultural produce, boxes, livestock and other special items require operator acceptance.
Keep money, identification, medication and valuable personal items with you where safe and permitted. Report loss or damage promptly. Any operator luggage liability remains subject to applicable law and valid disclosed conditions.
7. Passenger cancellations, changes and refunds
A passenger may cancel only while the booking status and departure time permit it. Under the current standard platform policy, an eligible paid booking cancelled more than 24 hours before departure may request a 90% refund; between 6 and 24 hours, 50%; and within 6 hours, no standard refund. The exact amount is shown by the cancellation workflow before confirmation.
Operator-specific or promotional conditions may differ only where they are clearly disclosed before purchase and lawful. Approved refunds are returned through an available provider workflow and may require processing time after approval.
Rescheduling, passenger, seat or luggage changes depend on availability and may create an additional balance. A change is not effective until VroomGo shows it as approved or completed.
If an operator cancels a service, affected passengers are entitled to the remedy required by applicable law and the disclosed operator policy, which may include rescheduling or refund. Contact support where an automatic remedy does not appear.
8. Departure, delays, tracking and safety
Passengers must arrive by the operator’s stated check-in or boarding time. Late arrival, missing identification, prohibited conduct or failure to meet travel requirements may be treated as a no-show.
Departure and arrival times are estimates unless the operator states otherwise. Traffic, weather, road conditions, mechanical issues, public authority action and other events can cause changes.
Live tracking is informational and depends on an assigned device, network, GPS accuracy and authorized crew sharing. Do not rely on it as an emergency service. Use local emergency services when immediate help is required.
The SOS, incident and emergency-contact features assist communication but do not guarantee police, medical, rescue or operator response.
9. Car hire
Rental listings are available only to authenticated users. A rental request does not reserve a vehicle until the operator approves it and any required payment, deposit, identity and licence checks are completed.
The price summary records rental days, daily rate, optional driver fee and security deposit. The operator must disclose applicable mileage, fuel, collection, return, late fee, damage, insurance, territorial and cancellation conditions before confirmation.
At collection and return, inspect the vehicle with the operator and retain the condition record. Immediately report accidents, theft, breakdowns, police contact or damage. Do not repair, sub-rent, race, overload, use unlawfully, drive while impaired, allow an unauthorized driver, or take the vehicle outside an allowed area.
A deposit may be held against lawful unpaid rent, fuel, excess mileage, late return, traffic penalties, loss or damage. The operator must provide an itemized basis for deductions and return the undisputed balance according to the disclosed method and timeframe.
Pending, approved or payment-pending requests may be cancelled through the available workflow. After confirmation, the operator’s disclosed cancellation terms apply, subject to applicable law.
10. Cargo and goods transport
Cargo services include scheduled cargo on an existing service, shared freight with other consignments and dedicated vehicle hire. A shipment request invites operator quotations and is not confirmed until you accept a valid quote and any required payment is verified.
You must accurately declare the sender, recipient, addresses, goods category, description, quantity, weight, dimensions, declared value and special handling. Operators may inspect, weigh, measure, photograph or refuse goods that differ materially from the declaration.
Do not submit illegal goods, contraband, weapons, explosives, unidentified hazardous materials, stolen property, improperly packaged perishables or any item prohibited by law or the selected operator. Refrigerated goods, livestock, machinery, vehicles, high-value goods and hazardous materials require a suitably approved vehicle and operator acceptance.
An accepted quote records the transport amount, insurance and service fees, vehicle, estimated pickup and delivery, validity period and handling terms. Shared-freight capacity is subject to database-verified payload and volume availability at acceptance.
Shipment status and custody events are operational records. The recipient’s private delivery code must be kept confidential and disclosed only when the goods are physically received. A correct code confirms delivery but does not waive a promptly reported claim for concealed damage or shortage.
Inspect goods promptly at delivery. Loss, visible damage, shortage or unreasonable delay should be reported through the shipment claim workflow with available photographs, documents and declared value. Claim review, insurance, liability and compensation remain subject to applicable law, evidence and the accepted quotation terms.
Cargo payment is confirmed only after a verified provider callback or authorized payment workflow. A browser redirect, screenshot or debit message alone does not confirm the shipment.
11. Operator and workplace obligations
- Maintain truthful company, licensing, tax, insurance, fleet, driver, schedule, pricing and availability information.
- Use passenger and staff data only for authorized operations, safety, support, accounting and lawful purposes.
- Assign least-privilege roles, remove departed staff promptly and do not share accounts.
- Do not publish unavailable inventory, misleading prices, unsafe vehicles or unlawful services.
- Honor confirmed bookings, rental requests, refunds, complaints, commissions, settlements and audit requirements.
- Keep financial and operational records required by law and cooperate with platform verification and safety investigations.
12. Acceptable use
- Do not attack, probe, reverse engineer, overload or bypass VroomGo security or access controls.
- Do not scrape protected inventory, automate purchases without permission, interfere with another booking or submit false payment events.
- Do not upload malware, unlawful, defamatory, discriminatory, fraudulent or infringing content.
- Do not manipulate ratings, referrals, loyalty rewards, commissions or platform metrics.
- Do not use another person’s account, ticket, identity, staff role or payment method without authority.
13. Feedback, ratings and intellectual property
VroomGo and its licensors retain rights in the software, branding, layouts, documentation and platform content. These Terms grant only a limited, revocable, non-transferable right to use the service for its intended purpose.
You retain ownership of content you submit. You grant VroomGo a non-exclusive licence to host, reproduce and display it only as needed to provide, secure, moderate and improve the service. Ratings must reflect a genuine completed experience and may be moderated for fraud, abuse, personal data or unlawful content.
Product suggestions may be used to improve VroomGo without payment or confidentiality obligation unless separately agreed.
14. Availability, changes and suspension
We work to maintain reliable service but do not guarantee uninterrupted access. Maintenance, network failures, provider outages, security events or force-majeure circumstances may affect functionality.
VroomGo may suspend listings, transactions, roles or accounts reasonably believed to present fraud, security, safety, legal or financial risk. Where appropriate, we will provide notice and a review channel.
Features may change. A material change will not retroactively remove an accrued payment or refund right.
15. Warranties and responsibility
VroomGo provides the technology service with reasonable care and skill. Information supplied by an operator or external provider may change, and users should review the final transaction details.
Independent operators remain responsible for transport, rental vehicles, drivers, luggage handling, insurance and conduct. Nothing in these Terms excludes a statutory guarantee, remedy or responsibility that cannot lawfully be excluded.
16. Liability
Each party is responsible for loss it causes through fraud, willful misconduct, breach of law or breach of these Terms. To the extent permitted by law, VroomGo is not responsible for indirect or consequential loss that was not reasonably foreseeable when the transaction was made.
Any limitation will be applied fairly in light of VroomGo’s role as technology platform, the amount paid for the affected platform service and applicable consumer law. Nothing limits liability for death or personal injury caused by negligence, fraud, misuse of personal data, or another liability that law does not permit us to exclude.
17. Complaints and disputes
First raise a service complaint through VroomGo support and provide the relevant booking, rental or payment reference. We may refer operational issues to the responsible operator and payment issues to the relevant provider.
If unresolved, the parties should attempt good-faith escalation or mediation before litigation where appropriate. You retain the right to complain to a regulator or pursue a remedy that applicable law provides.
These Terms are governed by the laws of Uganda. Subject to mandatory consumer rights and any agreed lawful dispute process, Ugandan courts have jurisdiction.
18. General terms
Electronic acceptance, booking records, notices and communications may be used as evidence of the transaction as permitted by law. You can access relevant booking and payment history through your account while retained.
If part of these Terms is unenforceable, the remainder continues. A delay in enforcement is not a waiver. You may not transfer an account or contract without authorization; VroomGo may transfer these Terms as part of a lawful business reorganization with appropriate notice.
We may update these Terms prospectively. Material changes will be communicated through the platform or registered contact details. Continued use after the effective date constitutes acceptance where permitted; renewed consent will be requested where required.
Effective date: 27 July 2026. Last updated: 27 July 2026.