Last Updated: February 10, 2026 | Applicable across Kenya, Uganda, Tanzania, Ethiopia, South Sudan, Rwanda, and Burundi
1. Agreement to Terms
By accessing or using GoNile's services, you agree to be bound by these Terms and Conditions. If you do not agree, you must not use our services. These terms constitute a legally binding agreement between you and GoNile Ltd, a company registered under the laws of Kenya.
2. Service Description
GoNile provides a technology platform connecting passengers with independent transportation providers (drivers) and facilitating delivery services across East Africa. We are an intermediary platform and not a transportation carrier.
- Ride-hailing services
- Food and parcel delivery
- Marketplace for goods and services
- Payment processing through licensed mobile money operators
3. User Eligibility
- Must be at least 18 years old
- Possess a valid government-issued ID from Kenya, Uganda, Tanzania, Ethiopia, South Sudan, Rwanda, or Burundi
- Have a registered mobile money account or payment method
- Agree to provide accurate and complete information
- Drivers must hold valid licenses and insurance as required by their operating country
4. Account Responsibilities
You are responsible for:
- Maintaining confidentiality of your account credentials
- All activities occurring under your account
- Immediately notifying us of unauthorized access
- Ensuring your contact information is current
- Compliance with all applicable laws in your country
5. Pricing and Payment
Fare Structure:
- Base fare: $0.55 USD equivalent in local currency
- Service fare calculated by distance and time
- Dynamic pricing during high demand (surge pricing)
- Platform commission: 12.5% on service fare
- All prices displayed include applicable taxes
Payment Terms:
- Payment due immediately upon service completion
- Authorized mobile money operators: M-Pesa, MTN MoMo, Airtel Money, Telebirr, MoMo South Sudan
- Failed payments may result in account suspension
- Currency conversion at current market rates
6. Cancellation and Refunds
- Free cancellation within 2 minutes of booking
- Cancellation fee may apply after driver acceptance
- Refunds processed within 5-7 business days
- Dispute resolution through customer support within 48 hours
- No refunds for services fully rendered
7. Prohibited Conduct
Users must not:
- Use the service for illegal activities or transport illegal goods
- Harass, threaten, or harm drivers or passengers
- Provide false information or impersonate others
- Attempt to manipulate pricing or ratings
- Use automated systems to access the platform
- Violate any applicable transportation or licensing laws
8. Driver Terms
Driver Requirements:
- Valid driver's license for operating country
- Vehicle registration and insurance
- Background verification and criminal record check
- Compliance with local transportation authority regulations
- Maintain vehicle safety standards
Driver Earnings:
- Drivers receive 87.5% of service fare after platform commission
- Weekly payouts to registered mobile money accounts
- Surge bonuses during high-demand periods
- Earnings subject to local tax regulations
9. Liability and Insurance
GoNile's Liability:
GoNile acts as an intermediary platform. We are not liable for:
- Actions or omissions of drivers or passengers
- Accidents, injuries, or property damage during trips
- Delays, cancellations, or service interruptions
- Lost or damaged items
Insurance Coverage:
All drivers must maintain valid insurance as required by their operating country. Platform insurance provides supplementary coverage during active trips in select countries.
10. Safety and Security
- Real-time GPS tracking for all rides
- Emergency SOS button connecting to local authorities
- Two-way rating system for accountability
- 24/7 customer support for safety incidents
- Ride details shared with trusted contacts
11. Intellectual Property
All GoNile branding, logos, software, and content are protected by copyright and trademark laws. Users may not copy, reproduce, or distribute any platform content without written permission.
12. Dispute Resolution
Internal Resolution: First contact customer support for resolution
Mediation: Unresolved disputes subject to mediation
Arbitration: Final disputes resolved through arbitration in Nairobi, Kenya
Class Action Waiver: Users agree to individual arbitration, not class actions
13. Termination
GoNile may suspend or terminate accounts for violation of these terms, illegal activity, fraudulent behavior, or at our discretion. Users may delete accounts at any time through settings.
14. Governing Law
These Terms are governed by the laws of Kenya. Users in other East African countries also subject to their local consumer protection and transportation laws.
15. Contact Information
Legal Department:
Email: legal@gonile.com
Phone: +254 700 123 456
Address: GoNile Ltd, Nairobi, Kenya