Terms of Use

1. Who we are

Tokende is a digital platform operated by HSF Ventures - SMC Limited that helps people book intercity travel. We connect:

• Travelers looking for bus seats or carpool rides between cities;
• Bus companies and agencies selling seats on scheduled routes; and
• Drivers offering spare seats on trips they are already making.

Tokende provides search, booking, payment processing, and digital tickets or confirmations. We are a technology and booking platform. Unless we state otherwise in writing, we do not operate buses, employ drivers, or own the vehicles used for your trip.

2. Services we offer

Through our traveler app, driver app, and website (including togende.com), Tokende enables:

• Bus bookings — search routes, select seats where available, pay online, and receive a digital ticket (including QR codes where applicable);
• Carpool rides — drivers publish trips with available seats; travelers book and pay through the platform; and
• Account management — trip history, tickets, and related account features for travelers, drivers, and partner agencies.

Every payment made through Tokende is for a transport-related booking. We do not sell physical goods or unrelated digital products.

3. Where we operate

Tokende serves intercity travel in Burundi, Uganda, Rwanda, and the Democratic Republic of Congo (DRC), and may expand to other markets. Route availability, pricing, currencies (including BIF, UGX, RWF, KES, and USD where supported), and payment methods depend on your location and the partner providing the trip.

4. Eligibility and accounts

• You must be at least 18 years old (or the age of majority in your country) to create an account and book trips.
• You agree to provide accurate and current information when registering and when making a booking.
• You are responsible for keeping your login credentials secure and for all activity under your account.
• We may suspend or close accounts that violate these Terms or that we reasonably believe pose a risk to users or partners.

5. Bookings

5.1 Bus bookings

When you book a bus seat, you enter into a transport arrangement with the bus company or agency listed for that trip. Tokende facilitates the booking and payment. Schedules, seat maps, luggage rules, and boarding requirements are set by the bus operator and shown (or made available) at the time of booking.

5.2 Carpool rides

When you book a carpool seat, you arrange to ride with an independent driver who has published a trip on Tokende. The driver is not an employee of Tokende. Pick-up points, departure times, and vehicle details are as shown in the listing. You agree to be ready at the agreed time and location.

5.3 Confirmation

A booking is confirmed when you complete payment (or when another payment method accepted on the platform is successfully processed) and you receive a confirmation or ticket in the app or by email/SMS where applicable.

6. Prices and payments

• The total price shown before you confirm a booking is the amount you agree to pay for that trip, including the fare and any service fees we display separately.
• Bus fares are set by bus partners. Carpool prices are set by drivers. Tokende may charge a service fee where disclosed at checkout.
• Payments are processed through secure third-party payment partners. We do not store full card details on our servers.
• After a successful booking, we pass the applicable fare to the bus partner or driver according to our agreements with them.
• Failed, reversed, or disputed payments may result in cancellation of the related booking.

7. Cancellations and refunds

Cancellation and refund rules depend on the type of trip and the policy of the bus company or driver, as shown at booking or in our refund guidelines. In general:

• Bus tickets — refunds, if any, follow the bus operator’s policy and how far in advance you cancel.
• Carpool seats — refunds, if any, follow the driver’s stated policy and Tokende’s platform rules for that route.
• Refunds, when approved, are returned through the original payment method or another method we specify, within a reasonable processing time.

To request help with a cancellation or refund, contact us at info@tokende.africa.

8. Your responsibilities as a traveler

• Arrive on time with valid ID if required by the operator or driver.
• Present your digital ticket or confirmation (including QR code) when asked.
• Follow the bus company’s or driver’s rules on luggage, conduct, and safety.
• Treat drivers, staff, and other passengers with respect.
• Do not use Tokende for unlawful purposes or to harass others.

9. Driver and partner responsibilities

If you use Tokende as a driver or bus partner, you additionally agree to:

• Hold valid licenses, permits, and insurance required by law in your country;
• Publish accurate trip details, prices, and availability;
• Honor confirmed bookings unless cancellation is permitted under platform rules;
• Comply with local transport and consumer regulations; and
• Cooperate with Tokende on safety concerns, disputes, and payment reconciliation.

10. Prohibited conduct

You may not:

• Provide false information or impersonate another person;
• Circumvent the platform to avoid fees or avoid payment for confirmed trips;
• Scrape, reverse engineer, or disrupt our systems;
• Use the service to transport illegal goods or for any illegal activity; or
• Post discriminatory, abusive, or misleading trip listings.

11. Platform role and limitation of liability

Tokende works to keep information on the platform accurate and to partner with reliable operators and drivers. However, we do not guarantee uninterrupted service, exact arrival times, or the conduct of third parties.

To the fullest extent permitted by applicable law, Tokende and HSF Ventures - SMC Limited are not liable for delays, accidents, lost luggage, route changes, or other events arising from the actual journey, which is provided by the bus company or driver. Our liability for platform-related issues is limited to the fees paid to Tokende for the affected booking, unless a higher liability is required by mandatory local law.

12. Intellectual property

The Tokende name, logo, apps, website design, and content are owned by HSF Ventures - SMC Limited or its licensors. You may not copy, modify, or use our branding without written permission.

13. Privacy

Our use of personal data is described in our Privacy Policy. By using Tokende, you also agree to that policy.

14. Changes to these Terms

We may update these Terms from time to time. The “Last updated” date at the top will change when we do. Continued use of Tokende after changes take effect means you accept the revised Terms. For material changes, we may notify you through the app, website, or email where appropriate.

15. Governing law and disputes

These Terms are governed by the laws applicable in the country where HSF Ventures - SMC Limited operates your account or processes your booking, without regard to conflict-of-law rules. Disputes should first be raised with us at info@tokende.africa. We will try to resolve issues in good faith before any formal proceedings.

16. Contact

For questions about these Terms or our services:

• Email: info@tokende.africa
• Website: www.tokende.com
• Operator: HSF Ventures - SMC Limited (Tokende)
• Markets: Bujumbura, Kampala, Kigali, Eastern Congo and central DRC, and surrounding corridors