Terms & Conditions
Tumai Terms and Conditions
These terms explain how clients, bikers, and Tumai interact when using the Tumai logistics platform.
Last updated: May 2026
Welcome to Tumai. Tumai is a logistics platform that connects clients who need deliveries with independent bikers who provide delivery services. By creating an account or using Tumai, you agree to these Terms and Conditions.
1. Nature of the service
Tumai is a technology platform. Tumai helps clients and bikers connect, communicate, coordinate deliveries, and complete delivery verification through the app. Tumai does not employ bikers.
2. User accounts
Users must provide accurate information when creating an account. You are responsible for keeping your login details secure and for all activity done through your account.
3. Clients
Clients can create delivery requests, provide pickup and destination details, choose a biker, confirm pickup, and share the delivery OTP with the receiver. Clients must provide correct delivery information.
4. Bikers
Bikers operate as independent service providers. Bikers must provide correct verification information, follow delivery procedures, communicate professionally, and deliver parcels safely.
5. Delivery process
A client creates a delivery request. A biker accepts or bids for the delivery. The client selects a biker. The biker goes to the pickup point. The client confirms pickup. Tumai generates an OTP. The receiver gives the OTP to the biker after receiving and checking the goods.
6. OTP confirmation
The OTP is used to confirm delivery completion. The OTP must only be shared after the receiver has received and checked the goods. Tumai is not responsible for problems caused by sharing the OTP too early.
7. Wallet and platform fees
Bikers may be required to maintain wallet credit to access delivery jobs. Wallet credit is used for Tumai platform access fees and is not a withdrawal account. Platform fees may be deducted at pickup confirmation or delivery completion depending on Tumai’s active policy.
8. Cancellations
Clients may cancel a delivery before pickup is confirmed. After pickup confirmation, cancellation is not allowed because the biker has already received the parcel. Repeated unfair cancellations or abuse may lead to account restrictions.
9. User conduct
Users must not use Tumai for illegal activities, harassment, fraud, false delivery information, platform bypassing, or abusive behaviour. Tumai may suspend or terminate accounts that violate these rules.
10. Risk and liability
Tumai is not responsible for loss, theft, damage, delays, incorrect delivery details, or actions of users outside the app. Clients are encouraged to package goods properly and avoid sending unsafe, prohibited, or high-risk items.
11. Privacy
Tumai collects and uses user data according to the Tumai Privacy Policy. This may include account information, delivery details, location data during active deliveries, wallet activity, and biker verification information.
12. Account suspension
Tumai may suspend, restrict, or terminate an account where fraud, abuse, unsafe behaviour, false information, or violation of these Terms is detected.
13. Changes to these terms
Tumai may update these Terms and Conditions as the service grows. Important changes may be communicated through the app or official Tumai communication channels.
14. Governing law
These Terms and Conditions are governed by the laws of Zimbabwe.
15. Contact
For questions about these Terms, contact Tumai through support@tumai.co.zw or call/WhatsApp +263 783 141 655.