Last updated: November 2026
Safety is built into how Pago Rides and Pago Express actually work — not just promised. Here's exactly what's in place today, how it works, and what its limits are.
Before anyone can accept a single trip or delivery, their application is reviewed and approved by a Pago administrator. Drivers submit their full name, driver's license number, and vehicle details (make, model, plate); Pago Express riders submit their license number and motorcycle plate. No one can log in to drive or deliver until that review is complete and their account is explicitly approved.
When booking a ride or a delivery, you can upload a photo so your driver or delivery rider knows exactly who they're looking for. This photo is shared only with the person assigned to your specific trip, is never visible to anyone else, and is automatically deleted from our servers about 48 hours after your trip is complete. If you'd rather not share a photo, you can write a short description instead.
Every active trip and delivery has a share link you can send to a friend or family member, so they can follow your status without needing a Pago account. This link never shows your personal photo — only the trip's status, pickup/drop-off, and the assigned driver's name and vehicle.
Every trip and delivery status page has a direct call button to Pago support. This is a direct phone line to our team, not an automated dispatch to police or emergency medical services. In a genuine emergency, always contact the Rwanda National Police or emergency services directly first, and use Pago's support line as a supplement, not a replacement.
After every completed trip or delivery, riders and drivers can rate each other. This creates ongoing accountability — a pattern of low ratings is visible to Pago and may affect a driver's or delivery rider's ability to continue accepting trips.
Passenger fares follow the official tariff set by the Rwanda Utilities Regulatory Authority (RURA) — the same rate structure applies regardless of time of day or demand, with no surge pricing. You can see the full fare breakdown before you book.
Your account is protected by a password you control, phone number verification by SMS, and automatic protection against repeated password-guessing attempts. All traffic to and from the Platform is encrypted (HTTPS).
In the interest of describing our safety measures accurately rather than aspirationally, here's what is not yet in place:
We'd rather tell you clearly what's built and what isn't than make a blanket claim we can't back up. This page will be updated as these features are added.
If something happens during a trip or delivery that concerns you, please report it through the contact form on our homepage or by calling +250 786 238 878. We review every report.
Questions about a ride, a partnership, or a complaint? Our team replies within one business day — or call us any time, any day.
+250 786 238 878