Version 2026-11-01 · in force from 1 November 2026

Terms of service

These terms apply when you book with PwaniTaxi (“PwaniTaxi”, “we”) through https://pwanitaxi.cloud/ or our helpline. By signing in or booking you agree to them. Please also read our privacy policy.

1. About these terms

We provide the transport. Our booking system is provided to us by Safiri (“Safiri”); it is not a party to your trip. Nothing in these terms takes away rights you have under the Consumer Protection Act, 2012 or other Kenyan law.

2. Your account

• You must be 18 or over to have an account. Children travel on a booking made by an adult.
• Your account is your phone number: keep your phone and the codes we send you private. You are responsible for bookings made from your account.
• Give accurate details. We may suspend an account used for fraud, fake bookings, abuse of drivers or staff, or misuse of offers.
• You can delete your account at any time from your profile or at https://pwanitaxi.cloud/account/delete.

3. Shuttle seats

• Your seat is booked once you receive a booking reference and boarding PIN on screen and by SMS.
• Be at your pick-up point before the time shown. The shuttle waits up to 3 minutes for a booked passenger so other passengers are not delayed.
• Show your boarding PIN to the driver when you board. Don’t share it with anyone else.
• Times are estimates. Traffic, police checks, weather and ferry delays can make the shuttle early or late; the live map shows where it is.
• If you miss the shuttle, the booking is marked as a missed pick-up. Missed pick-ups are not refunded unless the shuttle was late or did not stop.
• If we cancel or change a departure, we tell you by SMS and you can rebook or get a full refund.
• Every passenger needs their own seat, and must wear a seatbelt where fitted.

4. Private trips and transfers

• For a private trip you request a quote. The trip is booked when you accept the quote.
• Fixed-price transfers are booked straight away at the price shown.
• The price covers the trip you booked. Extra stops, detours or long waiting time can cost more — agree them with the driver or the helpline first.

5. Fares and payment

• Fares are in Kenya shillings and shown before you book.
• You pay the driver when you board.
• You get a receipt for every trip in the app.
• Promo codes and travel credit have no cash value, can’t be transferred, and can’t be exchanged for money. Each code has its own conditions (dates, limits, first trip only). We may cancel offers that are misused.
• Invitation rewards are paid as travel credit after the invited person completes their first trip. A number whose account was deleted in the last two years doesn’t count as a new customer.

6. Cancellations and refunds

• You can cancel in the app or on the site until the driver has arrived at your pick-up. There is no cancellation fee.
• If you paid by M-Pesa, we refund the amount to the paying number within 7 days of the cancellation.
• If you used a promo code or travel credit on a booking you cancel, the credit is returned and the code can be used again where its conditions allow.
• If we cancel, you get a full refund or a seat on another departure.
• After the driver has arrived, call the helpline to cancel.

7. Parcels

• Bring the parcel to the pick-up station before the departure. Pay when you hand it in if you haven’t paid in the app.
• Pack it securely and label it with the booking reference. We may refuse a parcel that is badly packed, too big for its size, or that we believe breaks these terms.
• You may not send: weapons or ammunition, explosives, fuel, gas or other flammable items, drugs or anything illegal, cash, jewellery or other valuables, documents that can’t be replaced, live animals, or anything dangerous. Perishable food travels at your own risk.
• The recipient collects the parcel at the destination station with the code we send them by SMS. Anyone who has the code can collect it.
• Uncollected parcels are kept for 30 days, after which we may return them to you at your cost or dispose of them.
• If a parcel is lost or damaged while we carry it, we pay its declared value, or up to KSh 5,000 if no value was declared, whichever is lower — unless the loss came from how it was packed, its contents, or events beyond our control.
• Where the law requires it, parcels may be inspected by us or the authorities.

8. Luggage and lost property

• Bring luggage you can carry and that fits under your seat or in the boot. Bulky items may need to be booked as a parcel.
• You are responsible for your belongings during the trip.
• Items left in a vehicle are kept for 30 days. Call the helpline to collect them.

9. Safety and conduct

• Follow the driver’s safety instructions. No smoking, alcohol or drugs on board.
• Treat drivers, staff and other passengers with respect. A driver may refuse to carry someone who is violent, abusive or endangers others.
• Our vehicles and drivers are licensed and insured as Kenyan law requires for public service vehicles.

10. Our responsibility to you

• We carry you with reasonable care and skill, and are responsible for loss or harm caused by our negligence.
• We are not responsible for delays or changes caused by things outside our control, such as traffic, accidents, road closures, weather, ferry delays, police checks, strikes or public disorder.
• Nothing in these terms limits any liability that cannot be limited under Kenyan law.

11. Changes

We may update these terms, for example when we change our services. The version date at the top changes when we do. Changes don’t affect bookings made before them.

12. Complaints and the law

If something goes wrong, contact us first — most problems are fixed quickly. These terms are governed by the laws of Kenya and disputes are decided by the courts of Kenya. Your rights as a consumer are not affected.

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