Terms and Conditions

1. Introduction and Acceptance

These Terms and Conditions ("Terms") govern your use of the ZanGo mobile application (Android and iOS) and related services (collectively, "ZanGo").

By registering, accessing, or using ZanGo, you agree to be bound by these Terms. If you do not agree, you must not use ZanGo.

ZanGo is operated by Tetaya Software Company Limited ("Tetaya", "we", "us"). ZanGo connects tourists ("Tourists") with local guides ("Guides") and drivers ("Drivers"), and provides the tools around a booking: requests, payment, in-app chat and safety features.

ZanGo does not itself provide guiding, driving or tour services. Guides and Drivers are independent providers and are not employees, agents or partners of ZanGo. ZanGo does process booking payments, as described in section 3.

Privacy Policy

Your use of ZanGo is also governed by our Privacy Policy, which explains how we collect, use, and protect your information. You can review the Privacy Policy within the app or on our website. By using ZanGo, you agree to the Privacy Policy.

2. User Accounts and Roles

Tourist: A traveler seeking tour, cultural, or adventure experiences in Zanzibar.

Guide: A local registered user offering guiding services, tours, or travel assistance.

You must be at least 18 years old to create an account. You are responsible for maintaining the confidentiality of your login credentials and for all activities under your account.

2.1 Account Limit and Abuse Prevention

To protect the integrity of our free-credit program and prevent abuse, each person is limited to a maximum of two (2) accounts per device. This limit applies even if a previous account was deleted.

Users may not create multiple accounts for the purpose of abusing free credits, promotional offers, or platform services. ZanGo may limit, suspend, or restrict accounts involved in fraudulent or abusive activity.

When you delete an account, the account is closed and removed from the platform, your sign-in access is removed and your account email address is obfuscated so the same address cannot be registered again. Certain records are retained for a limited period, as described in our Account Deletion page and our Privacy Policy — including a hashed device identifier used for fraud prevention and abuse detection, and the booking, payment and payout records we must keep for financial, legal and dispute purposes.

3. Bookings and Payments

A booking begins when a Tourist sends a request to a Guide or Driver. It is confirmed when the provider accepts it and the Tourist's payment for it is secured. A request that is not completed in time expires: an unanswered request expires after 24 hours.

Booking payments are processed through ZanGo's payment provider, by mobile money or card. ZanGo collects the payment, holds it while the booking is active, and releases it to the provider's registered payout account once the service has been completed and the Tourist has confirmed it.

ZanGo charges a commission of 15% of the amount paid for a completed service; the provider receives the paid amount minus that commission. The commission is earned only on completed services. The total price of a booking is shown to the Tourist before payment.

Warning: pay for a booking only through ZanGo. Payments made outside ZanGo's own payment flow are not processed, held or protected by ZanGo, and ZanGo cannot help you recover them.

4. Cancellation, Refunds, Trust Score and Strikes

Paid bookings are protected by the refund rules below, and by a two-layer reputation system that rewards reliable behaviour:

• Trust Score: A visible score from 0 to 100 built from identity verification (20%), completed trips (30%), reviews (30%) and reliability (20%). Reliability blends the provider's lifetime record with behaviour in the last 12 months.
• Strikes: Formal penalties recorded against a Guide or Driver — 2 strikes for a late cancellation, 4 strikes for a no-show. A Guide's or Driver's own cancellation is also recorded as a reputation event.

Refunds when a paid booking is cancelled:

• The Guide or Driver cancels: 100% refund to the Tourist.
• The Tourist cancels more than 48 hours before the meeting time: 100% refund.
• The Tourist cancels 24 to 48 hours before the meeting time: 50% refund.
• The Tourist cancels less than 24 hours before the meeting time, or does not show up: no refund.

Where the refund is partial or not due, the retained amount is not ZanGo commission: it is split 50/50 between the provider, as compensation for the availability that was held, and ZanGo, as a cancellation fee. Refunds are paid through the same payment provider that processed the booking. The refund entitlement is calculated by ZanGo, not by the app, so neither party can change it.

Consequences of cancelling:

• Tourist: more than 3 cancellations in 30 days, or 2 cancellations in 24 hours, blocks new booking requests for 24 hours.
• Guide or Driver: 2 cancellations in 30 days blocks receiving new bookings for 7 days.

A strike stops counting 183 days after it was issued (about 6 months); the record itself stays in the provider's history. An emergency cancellation, or a strike, may be appealed to ZanGo support, and an approved appeal removes its effect.

5. Credits and Purchases

ZanGo uses virtual Credits for optional Smart features. Credits are not real currency and have no value outside the platform.

• AI Trip Planner – 5 credits for a trip of up to 3 nights, 10 credits for 4 to 7 nights, 15 credits for 8 nights or more
• Smart Chat Assistant – 1 credit per request
• Packing Assistant – 3 credits per packing plan
• Place and map lookups – free

Credit packs:

• 100 credits ($2.49)
• 300 credits ($5.99)
• 700 credits ($11.99)

You can also top up a custom amount between $1 and $500, credited at the Starter pack rate for the amount paid, rounded down to whole credits.

Credit purchases and booking payments are processed through ZanGo's payment provider, by card or mobile money. Refunds are handled through the same payment provider and under applicable law.

Credits do not expire while your account is active. If your account is deleted, unused credits are forfeited.

New accounts receive 10 free credits. Free credits are non-transferable and non-refundable.

6. Booking Limits and Verification

• Phone/email verification required
• Before a new account can request a provider or accept a booking, the account must be at least 7 days old or hold at least 20 credits
• Tourists: maximum 5 active bookings at a time, and 5 booking requests per 24 hours
• Tourists: when a limit is reached, new booking requests are blocked for 24 hours
• Tourists: maximum 3 payments awaiting confirmation at a time
• Guides and Drivers: maximum 7 pending requests at a time
• Verification: a Guide or Driver must have verified documents and an active account. A provider whose verification has expired, who has been deactivated or who is under suspension cannot receive or accept bookings

7. Communication Rules

All communication must occur through ZanGo in-app chat. Sharing personal contact information is prohibited.

• An enquiry that does not become a booking is cleared automatically once it goes quiet (about 24 hours without activity, and no later than its 7-day expiry)
• A conversation for a completed trip is cleared 7 days after the trip is completed
• A conversation for a cancelled booking is cleared 24 hours after the cancellation

8. User Conduct

Users must comply with all applicable laws and respect other users.

User Responsibility: Users are responsible for verifying identity, licenses, and safety before participating in any trip.

9. Account Suspension

ZanGo reserves the right to suspend or terminate accounts that violate these Terms or create safety risks.

A Guide or Driver under suspension cannot receive or accept bookings, and a suspension lasts for the period it was issued for. Permanent removal follows serious or repeated violations.

10. Liability and Risk

ZanGo is not responsible for actions of users. Tourism involves inherent risks. Users participate at their own risk.

Service Disclaimer

ZanGo provides the technology platform and the payment flow described in section 3. Guides and Drivers are independent users and not employees of ZanGo.

11. Dispute Resolution

These Terms are governed by the laws of Zanzibar. Users agree to attempt good-faith negotiation before legal action.

Users may seek independent legal advice. ZanGo is not responsible for disputes between users.

Platform Availability

ZanGo may modify or discontinue features at any time. We do not guarantee uninterrupted availability.

12. Amendments

ZanGo may modify these Terms at any time.

13. Contact

ZanGo is operated by Tetaya Software Company Limited, Zanzibar, Tanzania.

Support: help@zango.tetaya.com
Privacy and account deletion: privacy@zango.tetaya.com