LOKO GO HUB (PRIVATE) LIMITED · Zimbabwe
Platform User Agreement — Drivers, Couriers & Passengers · Version 1.0 · Effective 9 July 2026 · Governed by the laws of Zimbabwe
These Terms and Conditions ("Agreement") constitute a legally binding contract between LOKO GO HUB (PRIVATE) LIMITED ("Loko", "we", "us", "our"), a private limited company incorporated under the laws of Zimbabwe (Companies Act [Chapter 24:03]), and each individual or entity ("User", "you", "your") who accesses or uses the Loko mobile application, website, or any related technology platform (collectively, the "Platform").
By downloading, installing, registering for, or using the Platform in any manner, you confirm that you have read, understood, and agreed to be bound by this Agreement and any supplemental policies incorporated herein by reference, including Loko's Privacy Policy. If you do not agree to any provision of this Agreement, you must immediately cease use of the Platform.
IMPORTANT NOTICE — PLEASE READ CAREFULLY: This Agreement contains provisions that limit Loko's liability, require individual arbitration of disputes, and waive rights to class actions. These provisions are set out in Sections 14 and 15 and are highlighted in this document.
2.1 Technology Marketplace — Not a Transport Provider. Loko is a technology company. The Platform constitutes a digital marketplace that connects independent third-party Drivers with Passengers seeking transportation, delivery, and logistics services. Loko does not provide transportation, logistics, courier, food delivery, or any related services. All such services are provided exclusively by Drivers, who are independent third-party contractors and are not employees, agents, representatives, or partners of Loko.
2.2 Independent Contractor Relationship. By accepting this Agreement, each Driver expressly acknowledges and agrees that:
2.3 No Endorsement of Drivers. Loko does not endorse, warrant, guarantee, or make any representation regarding the character, suitability, competence, fitness, legality, or quality of any Driver or their vehicle. Passengers who use the Platform to request services do so at their own risk, subject to the safety mechanisms described in this Agreement.
2.4 Marketplace Pricing Model. The Platform operates on a marketplace pricing model in which Passengers propose a fare and Drivers may accept that fare, propose a counteroffer, or decline the request. The agreed price constitutes a direct contract solely between the Driver and Passenger. Loko is not a party to that contract and does not participate in the setting, negotiation, or collection of fares on behalf of either party, except as regards the Platform Fee.
2.5 Platform Fee. Loko charges Drivers a Platform Fee for access to and use of the Platform. The applicable Platform Fee rate is published within the Driver section of the app and may be amended by Loko with not less than 14 days' notice to registered Drivers. For the first two (2) calendar months following a Driver's first completed trip, the Platform Fee shall be zero percent (0%), as part of Loko's founding driver promotion. After the promotional period, the standard Platform Fee rate applies.
3.1 Driver Eligibility. To register as a Driver on the Platform, you must:
3.2 Driver's Own Regulatory Compliance. Drivers acknowledge that the provision of ride-hailing and delivery services may be subject to licensing and regulatory requirements under the Road Motor Transportation Act [Chapter 13:15] and related statutory instruments. Each Driver is solely responsible for determining, obtaining, and maintaining any licences, permits, operator's licences, certificates of fitness, or insurance required by applicable law to operate their vehicle commercially. Loko provides a technology platform and does not advise Drivers on their regulatory obligations, nor does Loko assume responsibility for a Driver's regulatory compliance.
3.3 Accuracy of Registration Information. You represent and warrant that all information provided during registration, including identity documents, vehicle information, licence details, and contact information, is true, accurate, current, and complete. You agree to promptly update your information if it changes. Submission of false, misleading, or fraudulent documents constitutes a material breach of this Agreement and may result in immediate account termination, referral to law enforcement, and civil or criminal liability.
3.4 Account Security. You are responsible for maintaining the confidentiality of your account credentials. You must not share your login details with any other person. Loko is not liable for any loss or damage arising from unauthorized access to your account where such access results from your failure to maintain account security. You must notify Loko immediately at support@lokoglobal.org if you suspect unauthorized access to your account.
3.5 Passenger Eligibility. Passengers must be at least sixteen (16) years of age. Passengers under eighteen (18) years must obtain parental or guardian consent before using the Platform. Loko reserves the right to request proof of age at any time.
4.1 Compliance with Law. Drivers must at all times comply with all applicable laws, regulations, rules, and statutory instruments in Zimbabwe, including traffic laws, vehicle safety requirements, anti-corruption laws, anti-money laundering regulations, and any applicable transport licensing requirements.
4.2 Vehicle Standards. Drivers must ensure that:
4.3 Conduct During Service. Drivers must not:
4.4 Service Cancellations. Drivers who repeatedly cancel accepted trips or deliveries without reasonable cause risk suspension or permanent removal from the Platform. Loko reserves the right to set cancellation rate thresholds and enforce them through account action.
4.5 Ratings. Drivers acknowledge that Passengers may rate and review their service through the Platform. Ratings are a material mechanism for platform quality and safety. Loko may, at its discretion, suspend or terminate the account of any Driver whose average rating falls below a threshold published in the Platform from time to time.
4.6 Tax Obligations. Each Driver is solely responsible for calculating, declaring, and remitting all applicable taxes, levies, and statutory contributions arising from income earned through the Platform, including obligations under the Zimbabwe Revenue Authority (ZIMRA) and the National Social Security Authority (NSSA). Loko does not withhold, deduct, or remit tax on behalf of Drivers, and Loko shall not be liable for any Driver's tax non-compliance.
Passengers must behave courteously and lawfully throughout all interactions with Drivers. Passengers must not:
Passengers who violate these obligations may be removed from the Platform and may be reported to law enforcement authorities.
6.1 Agreed Fare. The fare for each trip or delivery is agreed directly between the Driver and Passenger through the Platform's pricing interface. The agreed fare is inclusive of all charges associated with the trip unless separately disclosed. Loko is not party to the fare agreement and does not guarantee minimum earnings for any Driver.
6.2 Platform Fee Deduction. Upon completion of a trip or delivery, Loko deducts the applicable Platform Fee from the gross fare before crediting the net amount to the Driver's Loko Wallet. Detailed fee breakdowns are available within the Driver's account dashboard.
6.3 Loko Wallet. The Loko Wallet is an in-app stored value account used for receiving earnings, paying Platform Fees, and — where enabled — sending and receiving remittances. The Loko Wallet is not a bank account and is not regulated as a deposit-taking institution. Funds held in the Loko Wallet are not covered by any deposit protection scheme in Zimbabwe. Loko does not pay interest on Wallet balances.
6.4 Wallet Withdrawals. Drivers may withdraw available Wallet balances to a registered mobile money account (EcoCash, OneMoney, or other approved provider) or bank account. Withdrawal processing times and any applicable transaction fees are disclosed within the Platform. Loko reserves the right to impose minimum withdrawal amounts and processing windows.
6.5 Disputed Transactions. Any disputes regarding fare amounts, deductions, or Wallet transactions must be raised with Loko's support team within fourteen (14) days of the relevant transaction. Loko will investigate disputes in good faith but is not liable for losses arising from disputed transactions between Drivers and Passengers.
6.6 Remittance Services (Loko Wallet — Where Enabled). Where Loko Wallet includes cross-border remittance functionality, such services are subject to compliance with the Exchange Control Act [Chapter 22:05] of Zimbabwe, Reserve Bank of Zimbabwe regulations, and applicable anti-money laundering laws. Users must not use remittance features for any unlawful purpose. Loko reserves the right to suspend or reverse remittance transactions suspected of violating applicable law.
6.7 Inactive Accounts. Wallet balances in accounts that have been inactive for more than twelve (12) consecutive months may be subject to an inactivity fee as disclosed on the Platform. Accounts inactive for more than three (3) years may be closed and residual balances may be escheated in accordance with applicable Zimbabwean law.
7.1 Platform Safety Features. Loko provides the following safety features as part of the Platform, subject to technological availability:
7.2 Reporting Incidents. Any incident involving physical harm, sexual violence, assault, theft, fraud, or other criminal conduct must be reported to Loko's support team at support@lokoglobal.org or through the in-app reporting function as soon as reasonably practicable. Loko will cooperate fully with law enforcement investigations and may share trip data with the Zimbabwe Republic Police (ZRP) upon receipt of a lawful request.
7.3 Zero Tolerance Policy. Loko maintains a zero-tolerance policy for sexual violence, physical assault, discriminatory conduct, and any conduct that endangers the safety of Users. Any User found to have engaged in such conduct will be permanently banned from the Platform and may be reported to law enforcement authorities.
7.4 False Reports. Any User who lodges a false or malicious safety report will be subject to immediate account suspension, permanent ban, and may face civil or criminal liability for defamation, malicious reporting, or related offences under Zimbabwean law.
8.1 Loko's Intellectual Property. The Platform, including all software, code, interfaces, logos, trademarks, trade names, databases, and proprietary data, is the exclusive intellectual property of LOKO GO HUB (PRIVATE) LIMITED or its licensors. No User is granted any intellectual property rights in the Platform other than a limited, non-exclusive, non-transferable, revocable licence to use the Platform for its intended purpose during the term of this Agreement.
8.2 User Content. By submitting Content to the Platform (including reviews, ratings, profile photographs, and any other material), you grant Loko a perpetual, irrevocable, worldwide, royalty-free, non-exclusive licence to use, reproduce, adapt, publish, translate, distribute, and display such Content in connection with operating, improving, and promoting the Platform. You represent and warrant that you own or have all necessary rights to submit such Content and that the Content does not infringe any third-party rights.
8.3 Prohibited Use. You must not:
Loko collects, processes, and stores personal data in accordance with Zimbabwe's Cyber and Data Protection Act [Chapter 12:07] and Loko's Privacy Policy, which is incorporated into this Agreement by reference and available at www.lokoglobal.org/privacy.
9.1 Data Collected. Loko collects personal data including (without limitation): identity information (full name, National ID or passport number, date of birth, profile photograph); contact information (phone number, email address, physical address); vehicle information (registration number, make, model, year, licence disc, certificate of fitness); location data (real-time GPS data during trips and deliveries); transaction data (trip history, earnings, Wallet transactions); device data (device type, operating system, IP address, app usage data); and communications (messages, support tickets, and other interactions with Loko).
9.2 Purpose of Processing. Loko processes personal data for the purposes of registering and verifying User accounts; facilitating the matching of Drivers and Passengers; processing payments and managing Loko Wallet transactions; ensuring platform safety, including sharing trip data with law enforcement upon lawful request; improving the Platform through analytics and machine learning; and sending transactional and promotional communications (subject to applicable law).
9.3 Data Sharing. Loko does not sell personal data to third parties. Loko may share personal data with service providers acting under confidentiality obligations, law enforcement upon lawful request, and other Users to the extent necessary to facilitate booked services (e.g., sharing a Driver's photo and plate number with a Passenger).
9.4 User Rights. Subject to applicable law, Users have the right to access, correct, and request deletion of their personal data by contacting privacy@lokoglobal.org. Deletion requests will be processed within thirty (30) days, subject to Loko's legitimate interests and legal obligations to retain certain records.
Loko reserves the right to amend this Agreement at any time. Material amendments will be communicated to registered Users via in-app notification, email, or WhatsApp message to the contact details on file, with not less than fourteen (14) days' notice before the amendment takes effect. Your continued use of the Platform after the effective date of any amendment constitutes acceptance of the amended Agreement. If you do not accept an amendment, you must cease using the Platform and close your account before the amendment takes effect.
11.1 Termination by User. You may close your account at any time by submitting a written request to support@lokoglobal.org or through the in-app account settings. Closure does not relieve you of any outstanding financial obligations to Loko, and any outstanding Wallet balance will be processed for refund within thirty (30) days subject to identity verification.
11.2 Suspension or Termination by Loko. Loko may suspend or permanently terminate your account, with or without prior notice, if:
11.3 Appeal. If you believe your account has been suspended or terminated in error, you may submit an appeal to support@lokoglobal.org within fourteen (14) days of the suspension notice. Loko will review appeals within twenty-one (21) business days. Loko's decision on appeal is final.
11.4 Effect of Termination. Upon termination, your right to use the Platform ceases immediately. Provisions of this Agreement that by their nature should survive termination (including Sections 8, 9, 12, 13, 14, 15, and 16) shall continue in full force.
Each User represents and warrants to Loko, on a continuing basis, that:
To the fullest extent permitted by law, you agree to defend, indemnify, and hold harmless LOKO GO HUB (PRIVATE) LIMITED, its directors, officers, employees, agents, affiliates, successors, and assigns (collectively, "Loko Parties") from and against any and all claims, actions, proceedings, damages, losses, liabilities, costs, and expenses (including reasonable legal fees) arising out of or in connection with:
This indemnification obligation survives the termination of this Agreement and the closure of your account.
READ THIS SECTION CAREFULLY. IT LIMITS LOKO'S LIABILITY TO YOU.
14.1 Platform — Not a Transport Provider. Loko is a technology platform operator. Loko shall not be liable for the acts, omissions, conduct, or default of any Driver or Passenger, whether occurring before, during, or after any trip or delivery facilitated through the Platform.
14.2 No Warranty on Platform Availability. The Platform is provided on an 'as is' and 'as available' basis. Loko makes no representation or warranty that the Platform will be uninterrupted, error-free, secure, or free from viruses or malicious code. Loko may suspend, modify, or discontinue any feature of the Platform at any time without notice or liability.
14.3 Exclusion of Indirect Damages. To the maximum extent permitted by applicable Zimbabwean law, including the Consumer Protection Act [Chapter 14:44], Loko shall not be liable for any indirect, special, incidental, consequential, punitive, or exemplary damages of any kind, including loss of revenue, loss of profits, loss of data, loss of business opportunity, or loss of goodwill, whether arising in contract, delict (tort), statute, or otherwise, even if Loko has been advised of the possibility of such damages.
14.4 Cap on Direct Liability. To the maximum extent permitted by law, Loko's total aggregate liability to any single User for direct damages arising out of or in connection with this Agreement or the Platform shall not exceed the lower of: (a) the total Platform Fees paid by that User to Loko in the three (3) calendar months immediately preceding the event giving rise to the claim; or (b) USD one hundred (US$100.00).
14.5 Specific Exclusions. Without limiting the generality of clauses 14.1–14.4, Loko specifically excludes liability for:
14.6 Consumer Protection Act Savings. Nothing in this Section 14 is intended to exclude or limit any right conferred on a consumer under Zimbabwe's Consumer Protection Act [Chapter 14:44] that cannot lawfully be excluded or limited by contract. To the extent any exclusion in this Agreement conflicts with a mandatory consumer protection right, the mandatory right prevails to the extent of the inconsistency.
14.7 User Waiver. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, YOU EXPRESSLY WAIVE AND RELEASE LOKO FROM ANY AND ALL LIABILITY, CLAIMS, CAUSES OF ACTION, AND DAMAGES ARISING FROM YOUR USE OF THE PLATFORM OR ANY SERVICES PROVIDED THROUGH IT, INCLUDING ANY CLAIMS AGAINST LOKO ARISING FROM THE CONDUCT OF ANY DRIVER OR PASSENGER.
15.1 Governing Law. This Agreement and all disputes, claims, or matters arising out of or in connection with it (including non-contractual disputes) shall be governed by and construed in accordance with the laws of the Republic of Zimbabwe, without regard to its conflict of law rules.
15.2 Amicable Resolution. In the event of any dispute or claim arising out of or in connection with this Agreement, the parties shall first attempt to resolve the dispute amicably through good-faith negotiation within thirty (30) days of one party giving written notice of the dispute to the other.
15.3 Mediation. If the dispute is not resolved through negotiation within thirty (30) days, either party may refer the matter to mediation administered by the Consumer Protection Commission of Zimbabwe or any other mutually agreed mediation body. Mediation shall be conducted in Harare, Zimbabwe, in the English language.
15.4 Arbitration. If mediation fails to resolve the dispute within sixty (60) days of the referral to mediation, the dispute shall be finally resolved by binding arbitration in accordance with the Arbitration Act [Chapter 7:15] of Zimbabwe. The seat of arbitration shall be Harare, Zimbabwe. The language of arbitration shall be English. The arbitration award shall be final and binding on the parties.
15.5 No Class Actions. To the maximum extent permitted by Zimbabwean law, all disputes must be brought individually and not as part of any class action, collective claim, or representative proceeding. Each User waives any right to bring or participate in a class or collective dispute against Loko.
15.6 Interim Relief. Nothing in this Section 15 prevents either party from seeking urgent interim or interdict relief from any court of competent jurisdiction in Zimbabwe where necessary to prevent irreparable harm.
15.7 Jurisdiction. For any matters not subject to arbitration, each party submits to the exclusive jurisdiction of the High Court of Zimbabwe sitting in Harare.
16.1 Entire Agreement. This Agreement (together with the Privacy Policy and any supplemental terms published on the Platform) constitutes the entire agreement between you and Loko with respect to the subject matter hereof and supersedes all prior agreements, representations, and understandings.
16.2 Severability. If any provision of this Agreement is found to be invalid, unlawful, or unenforceable by a court or arbitrator of competent jurisdiction, that provision shall be modified to the minimum extent necessary to make it enforceable, or severed if modification is not possible, and the remaining provisions shall continue in full force.
16.3 Waiver. Loko's failure to enforce any right or provision of this Agreement shall not constitute a waiver of that right or provision. Any waiver must be in writing and signed by an authorized representative of Loko.
16.4 Assignment. You may not assign or transfer any of your rights or obligations under this Agreement without Loko's prior written consent. Loko may assign this Agreement or any of its rights hereunder without restriction.
16.5 Force Majeure. Loko shall not be liable for any failure or delay in performing its obligations under this Agreement where such failure or delay results from any cause beyond Loko's reasonable control, including acts of God, civil unrest, power outages, internet disruptions, government action, or telecommunications failures.
16.6 Notices. Loko may give notice to Users by in-app notification, email, WhatsApp message, or SMS to the contact details registered on the account. Notices to Loko must be sent in writing to: LOKO GO HUB (PRIVATE) LIMITED, Harare, Zimbabwe, or by email to legal@lokoglobal.org.
16.7 Language. This Agreement is written in English. Any translation provided is for convenience only. In the event of any inconsistency between the English version and any translation, the English version shall prevail.
16.8 No Third-Party Beneficiaries. This Agreement is for the benefit of Loko and registered Users only. No third party has any right to enforce any provision of this Agreement.
Drivers must not knowingly transport, and Passengers must not request delivery of, any of the following items through the Platform:
Loko reserves the right to update this Schedule from time to time. Drivers who knowingly transport prohibited items face immediate permanent account termination and may be reported to law enforcement.
The following documents are required for Driver registration on the Loko Platform. All documents must be valid, current, and clearly legible. Expired or fraudulent documents will result in application rejection.
By creating an account on the Loko Platform, ticking the 'I agree' checkbox during registration, or continuing to use the Platform after these Terms and Conditions have been brought to your attention, you confirm that you have read, understood, and agree to be legally bound by this Agreement in its entirety.
For queries regarding this Agreement, contact legal@lokoglobal.org. © 2026 LOKO GO HUB (PRIVATE) LIMITED. All rights reserved.