Last updated: 4 November 2026
About ZAA
ZAA is a delivery app run by Tuviora Ventures LTD, a company registered in Rwanda with its office in Remera, Kigali ("ZAA", "we"). Restaurants and shops ("stores") sell through ZAA, and riders deliver. These terms have three parts: Part A for customers, Part B for stores that sell on ZAA, and Part C for riders. The general terms at the end apply to everyone. By creating an account, you agree to the parts that apply to you. Our Privacy Policy explains how we handle your personal data, which we keep on servers hosted in Rwanda.
Part A: Customers
A1. Your account
You sign in with your mobile number. You must be at least 18 to open an account. Keep one account per person, keep your details correct, and don't let others use your account. Orders placed from it are treated as yours.
A2. Orders and prices
Each store sets its own prices and is responsible for what it sells, including ingredients, allergens and preparation. Your order is confirmed once the store accepts it. Delivery fees, packaging and other charges are shown before you pay. If you order from several stores at once, each store charges its own delivery fee and packaging. Tips you add go to your rider. Please make sure your address and phone number are right and that you can be reached. If the rider can't reach you, the order may be cancelled without a coupon.
A3. Paying
You can pay with the methods shown at checkout, which can include MTN MoMo, Airtel Money, bank card and cash on delivery. For mobile money, you approve the payment on your phone. An order that stays unpaid for 60 minutes is cancelled automatically.
A4. Cancelling
You can cancel an order in the app until the store accepts it. After that, it can't be cancelled. A store may decline an order, for example when an item is out of stock.
A5. Problems with an order
If something is missing, wrong or not right, tell us within 24 hours through Help in the app or on WhatsApp, with photos if you can. If you paid and we confirm a problem, or your paid order is cancelled, we give you a discount coupon for a later order. We don't make cash refunds. Coupons have no cash value and can't be transferred. This doesn't affect any rights you have under Rwandan law that can't be waived.
A6. Alcohol
Some stores sell alcohol. By ordering it, you confirm that you are 18 or older and that you won't give it to anyone under 18.
A7. Using ZAA fairly
Don't use ZAA for fraud, fake orders or misuse of coupons and promotions. Treat riders, store staff and our support team with respect. We may suspend or close an account that breaks these terms. You can close your own account at any time in the app, once no order is in progress.
A8. Our responsibility
We work to keep ZAA running and orders on time, but delivery times are estimates. Unless the law says otherwise, our responsibility for any order is limited to the amount you paid for that order.
Part B: Store partners
B1. Joining ZAA
To sell on ZAA, a store registers with its business details, its TIN and TIN certificate, and the owner's contact details. The person who registers confirms they are allowed to act for the business. We may accept or decline an application. Keep your documents valid and tell us when they change.
B2. Your menu and your products
Keep your menu, prices, photos, opening hours and stock up to date in the store app. You are responsible for what you sell: food safety, hygiene, allergen information, packaging, and any licence your business needs, including a licence to sell alcohol.
B3. Orders
Accept or decline new orders promptly, prepare them exactly as ordered and have them ready for the rider or the customer. Once you accept an order, don't cancel it unless you really can't fulfil it.
B4. Commission
ZAA charges a commission on each order. The rate is agreed with each store and shown in your store app, and it can differ between stores. We'll tell you before we change your rate.
B5. Payouts
We pay what you've earned every week, to the MoMo number or bank account you register, after deducting our commission and any amounts you owe ZAA. Keep your payout details correct; we're not responsible for payments sent to details you gave us.
B6. Customer problems caused by your store
When a customer gets a coupon because of your store's mistake, such as a missing, wrong or badly prepared item, your store pays for that coupon. We deduct it from your next payout.
B7. Suspension
We may pause or remove a store that breaks these terms, receives repeated customer complaints, cancels accepted orders often, or lets its documents expire.
Part C: Riders
C1. Joining ZAA
To deliver with ZAA, you register with your name, phone number, photo, identity document and vehicle details. You must hold any licence and insurance the law requires for your vehicle, and keep them valid.
C2. How you work with ZAA
Some riders are independent and choose when to go online. Others are employed by ZAA. If you're employed, your employment contract also applies, and where it differs from these terms, the contract wins.
C3. Earnings and payment
Independent riders earn for each delivery at the rates shown in the rider app. Rates can change, and the app always shows the current ones. Employed riders are paid as set out in their contract. Tips from customers go to you in full. We pay by MoMo or another method we offer, on the schedule shown in the rider app.
C4. Delivering
Pick up and deliver orders with care, keep sealed packages closed, follow traffic law and ride safely. Treat customers and store staff with respect.
C5. Cash on delivery
When a customer pays cash, collect the amount shown in the app. You hold that cash for ZAA and must hand it in as the rider app instructs. The app shows how much cash you may hold; once you reach that limit, you can't take new cash orders until you've handed it in.
C6. Your location
While you're online, the rider app shares your location with ZAA so we can give you orders and follow deliveries. During a delivery, the customer can also see where you are.
C7. Suspension
We may suspend or remove a rider who keeps cash that should be handed in, commits fraud, rides unsafely, receives repeated complaints, or lets their documents expire.
For everyone
Changes
We may update these terms, and we'll tell you in the app before changes take effect.
Law and disputes
These terms are governed by the laws of Rwanda. Disputes we can't settle with you directly go to the competent courts in Kigali.
Contact
Email [email protected], call or WhatsApp +250 799 650 150, or use Help in the app.