Last updated: November 2026
These Terms of Service ("Terms") govern your access to and use of the Pago Rides and Pago Express platform, websites, and related services (collectively, the "Platform"), operated by Pago Transportation Network Ltd, a company registered in Kigali, Rwanda ("Pago," "we," "us," or "our"). By creating an account, booking a ride, requesting a delivery, or otherwise using the Platform, you agree to be bound by these Terms. If you do not agree, do not use the Platform.
These Terms apply to:
You must be at least 18 years old to create an account or use the Platform.
Pago provides a technology platform that connects Riders and Senders with independent Drivers and Delivery Riders. Except for trips and deliveries fulfilled by Pago's own company-owned vehicles and employed drivers (where identified as such), Pago does not itself provide transportation or delivery services. Drivers and Delivery Riders using their own vehicles are independent contractors, not employees or agents of Pago, and are solely responsible for complying with applicable licensing, insurance, and traffic laws.
You must provide accurate information when creating an account, including a valid phone number, which is verified by a one-time code sent via SMS. You are responsible for maintaining the confidentiality of your password and for all activity under your account. Notify us immediately if you suspect unauthorized access to your account.
For security, accounts may be temporarily locked after repeated failed login attempts. This is an automated protection, not a suspension of your account.
Passenger ride fares follow the official tariff published by the Rwanda Utilities Regulatory Authority (RURA). Pago Express delivery pricing is set by Pago and may be adjusted from time to time. Any fare or price shown before you book is an estimate; the final amount charged reflects the actual distance, time, and any applicable surcharges (such as package size or rush delivery) for your trip or delivery.
Payment may be made by cash, MTN Mobile Money, Airtel Money, or card, as available. You agree to pay the full fare for any completed trip or delivery. Pago is not responsible for disputes between Riders/Senders and Drivers/Delivery Riders over cash payments made directly between them.
You may cancel a trip or delivery request while it is still awaiting or has just received a match, through the cancel option on your trip or delivery status page. Once a Driver or Delivery Rider has begun travelling to you or the trip/delivery is already in progress, cancellation must be arranged by contacting Pago support directly, as the Driver or Delivery Rider may already have committed time and travel to fulfilling your request.
Pago does not currently charge a cancellation fee, but reserves the right to introduce one in the future, with notice provided through the Platform.
When booking a ride, you may optionally upload a photo of yourself so your Driver can identify you at pickup, or decline and provide a written description instead. This photo is shared only with the Driver assigned to that specific trip, for the sole purpose of pickup identification. It is automatically deleted approximately 48 hours after your trip is marked complete, and is never shared with any other party, used for any other purpose, or retained longer than necessary for that trip.
Delivery Riders are required to upload a photo confirming proof of delivery once a package or order is delivered. This photo is visible to you as the Sender and to Pago, and is likewise automatically deleted approximately 48 hours after the delivery is marked complete.
You agree not to use the Platform to: provide false information; harass, threaten, or discriminate against any Driver, Delivery Rider, or other user; carry or request delivery of illegal, hazardous, or prohibited items; or attempt to circumvent, disable, or interfere with the security, rate-limiting, or other protective features of the Platform.
Riders, Senders, Drivers, and Delivery Riders may rate each other after a completed trip or delivery. Ratings help maintain service quality and accountability across the Platform and may be used by Pago to review or act on a Driver's or Delivery Rider's continued participation on the Platform.
The Platform includes safety features such as trip sharing (which lets you send trip details to a contact) and a direct line to Pago support. These features are intended to add an additional layer of safety and are not a substitute for contacting the Rwanda National Police or other emergency services in the event of an actual emergency.
Pago reviews the license, identification, and vehicle information submitted by prospective Drivers and Delivery Riders before approving their accounts. This review is intended to support Rider and Sender confidence in the Platform but does not constitute a guarantee of a Driver's or Delivery Rider's conduct, skill, or the condition of their vehicle at all times.
To the maximum extent permitted under the laws of Rwanda, Pago is not liable for any indirect, incidental, or consequential damages arising from your use of the Platform, or for the acts, omissions, negligence, or misconduct of any independent Driver or Delivery Rider. Nothing in these Terms limits any liability that cannot be limited under applicable Rwandan law.
Pago may suspend or terminate your account for violation of these Terms, fraudulent activity, repeated cancellations, safety concerns, or at our reasonable discretion to protect the integrity of the Platform and its users. You may stop using the Platform and request account deletion at any time by contacting us.
Pago may update these Terms from time to time. Continued use of the Platform after changes are posted constitutes acceptance of the updated Terms. We encourage you to review this page periodically.
These Terms are governed by the laws of the Republic of Rwanda. Any dispute arising from your use of the Platform that cannot be resolved informally with Pago support shall be subject to the jurisdiction of the competent courts of Rwanda.
Questions about these Terms can be sent through the contact form on our homepage, or by calling +250 786 238 878.
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