Terms of Use

1. Introduction and acceptance

Read these terms before using the website, apps or related services. By using the service or submitting a purchase, you agree to the applicable terms. If something is unclear, ask support before completing the action. Mandatory legal rights remain applicable.

2. Service provider

Tiketi Kiganjani is owned and operated by Rafiso Holding Company Limited, Dar es Salaam, Tanzania. We provide electronic ticketing technology. Participating bus and daladala operators provide the transport service.

3. Key terms

“Platform” means the Tiketi Kiganjani website, apps and related services. A “ticket” is an issued travel entitlement subject to its status and journey conditions. “Operator”, “agent” and “attendant” mean the authorized transport business, ticket issuer and verifying staff respectively. A payment instruction is not an issued ticket.

4. Scope of services

Available services include purchases, issuance, payment confirmation, recovery, verification and authorized operational management. Tiketi Kiganjani is recognized, approved and certified by LATRA and integrated with the LATRA Core Electronic Ticketing System. Features depend on the relevant service, assignment and permissions.

5. Eligibility and registration

Provide accurate information and use only an account you are authorized to control. Guest purchase is available where offered; some app functions require registration. Business registration does not automatically grant operational access. For a child’s information, contact support about lawful parental or guardian authorization before submission; do not assume registration verifies age or consent.

6. User roles and agreements

Passengers, operators, agents, attendants and administrators have different permissions. Use only those assigned to you. Separately executed commercial agreements may govern additional business matters, including applicable commission, settlement or stock arrangements.

7. Passenger responsibilities

Check the journey, category, quantity, passenger details and total before authorizing payment. Keep ticket references secure, present a valid ticket and follow lawful boarding and safety instructions. Do not reuse, alter or transfer an issued ticket.

8. Operator responsibilities

Operators are responsible for lawful transport operations, required permissions, the buses and staff they deploy, accurate operational information and their obligations to passengers. Assign staff appropriately, maintain authorized access and report incorrect route or fare information. Platform access does not replace transport licensing or safety obligations.

9. Agent responsibilities

Issue tickets only within your authorization and allocation, enter accurate information and provide the proper ticket or transaction reference. Do not share credentials, fabricate sales or represent an unconfirmed payment as a confirmed ticket. Follow the agreements governing your agency.

10. Attendant responsibilities

Verify tickets using the supported tools for your assignment and follow the actual result. Do not approve a rejected or already-used ticket through unauthorized workarounds. Handle passenger information only as needed for the task and report discrepancies to the relevant operator or support.

11. Other authorized users

Administrative and other authorized access is limited to assigned duties. Do not browse, export, change or disclose records without authority. Report compromised access and protect the confidentiality of information obtained through your role.

12. Routes and fares

Review the available route, origin and destination stops, category and displayed fare before purchase. Route information does not guarantee a particular bus, seat or departure time. Report an apparent error to support rather than assuming an incorrect display creates an unrestricted travel entitlement.

13. Purchasing tickets

You may purchase multiple tickets within the limits shown in the relevant flow. A purchase request, quote or payment instruction is not proof of issuance. Check the issued ticket details and keep the purchase and payment references for recovery or a complaint.

14. Ticket validity

An issued, unused ticket may be used later; the purchase date alone does not impose a same-day restriction. It must pass verification and must not be used, cancelled, refunded or expired. Observe any applicable restriction or expiry actually shown. Digital passenger tickets are route-based, not a reservation on one named bus; some printed tickets are subject to bus-specific checks.

15. Compatible routes and stops

Where compatible-segment acceptance is available, the eligible bus must serve the ticketed origin and destination in the correct stop sequence and travel direction. A shared stop alone is insufficient. Acceptance depends on the supported route service and successful verification; do not assume every overlapping route qualifies. Ask support before travelling if uncertain.

16. Buying for another traveler

Buying for another intended traveler is permitted. Confirm the available issuance, delivery and verification arrangement with support before paying when the traveler uses another account or phone; some app flows require the purchasing account. After a ticket is issued or assigned to its intended traveler it is not transferable. Buying for someone is different from passing on an already-issued ticket.

17. Payments and confirmation

Authorize only a payment you understand through the displayed payment channel and check the amount. Ticket issuance depends on confirmation of the relevant transaction. Payment providers have their own service conditions. Do not send payment PINs or verification codes to staff or support.

18. Rebooking and refunds

You may request rebooking to a different route through support. Provide the unused ticket reference and proposed journey for review; changes are support-assisted, not automatic or guaranteed. Ordinary refunds are not offered. This commercial policy does not exclude mandatory remedies, including those applicable to unauthorized charges, failed supply or other breaches of law.

• Support

19. Failed or disputed transactions

If money was deducted without a ticket, do not assume that paying again resolves the first transaction. Check the status and contact support with the reference, amount, time and phone number. Notify your payment provider promptly about an unauthorized charge. Applicable legal remedies remain available during investigation.

20. Verification and misuse

Present a genuine ticket using the supported verification method. Successful use is recorded; duplicating a code or screenshot does not create another entitlement. Do not alter ticket data, impersonate another traveler or bypass a rejection. A public validity check does not itself reserve transport or replace the boarding verification.

21. Account security

Protect your phone, passwords, verification codes and active sessions. Use the reset process for your account type and report suspected compromise. Do not share credentials so that another traveler can access a ticket. Your responsibilities do not remove the company’s own security and legal obligations.

22. Suspension and termination

Access may be restricted where justified by misuse, compromised credentials, role changes or lawful requirements. Contact support if you believe a restriction is incorrect. Restriction does not erase transaction records, cancel mandatory remedies or automatically resolve outstanding complaints.

23. Account deletion

Passenger account deletion starts a 30-day deactivation and restoration period. Signing in within that period restores the account; afterwards it is permanently closed through the closure process. Closure does not automatically erase all profile, authentication, identity or ticket records. Historical tickets retain passenger names where necessary and legally justified. Use Account Deletion for the app and email request instructions and for a separate personal-data erasure request.

• Account Deletion

24. Privacy and personal information

The Privacy Policy explains processing, sharing, retention and your rights. Our standard five-year business retention policy is not a requirement to keep every item for that period, and it is not presented as a blanket LATRA rule. Only supply another person’s information where you have lawful authority.

• Privacy Policy

25. Availability and maintenance

Service can be affected by maintenance, connectivity, devices or third-party payment and messaging services. No uninterrupted availability or fixed support response time is promised. Keep relevant references and contact support if an interruption affects a paid transaction; applicable obligations and remedies still apply.

26. Intellectual property

The platform’s software, branding and content are protected by applicable intellectual-property rights belonging to the company or relevant rights holders. Use the service for its intended purpose. These terms do not grant ownership of those materials or permit unauthorized copying or impersonation.

27. Prohibited conduct

Do not commit fraud, submit false identification, exploit access controls, interfere with service, collect other users’ information without authority, sell or transfer issued tickets, or use the platform unlawfully. Report suspected errors or vulnerabilities responsibly through support rather than exploiting them.

28. Transport responsibility

Operators provide the physical journey and are responsible for their vehicles, staff, lawful operations and transport-service obligations. Tiketi Kiganjani provides ticketing technology and remains responsible for its own service and legal duties. This distinction does not remove either party’s obligations to passengers.

29. Responsibility and legal limitations

Responsibility for a problem depends on its cause and applicable law. Nothing in these terms excludes liability, consumer protection, data-protection rights or remedies that cannot lawfully be excluded.

30. Complaints and disputes

Contact support with the facts and relevant references so the issue can be investigated. You may approach competent Tanzanian regulators, consumer authorities or courts where appropriate, including LATRA for transport matters and the Personal Data Protection Commission for personal-data concerns. Contacting support first does not impose mandatory arbitration or prevent a lawful complaint.

31. Applicable law

These terms are governed by applicable Tanzanian law, including relevant provisions of the Electronic Transactions Act, consumer-protection law, personal-data legislation and the LATRA framework for transport and electronic ticketing. The no-refund business policy does not override mandatory legal remedies. No universal cooling-off or refund period is promised for transport tickets.

32. Changes to these terms

We may revise these terms to reflect service or legal changes and identify the current version by the date above. Changes do not retrospectively remove mandatory rights or alter an existing transaction where law or a binding agreement prevents that. Review the applicable terms before a new purchase.

33. Contact details

For these terms or a service complaint, contact Rafiso Holding Company Limited, Dar es Salaam, Tanzania, at contact@tiketikiganjani.co.tz or +255743313344. Include the relevant reference and issue, without passwords, payment PINs or verification codes.

• Email support
• Call support