Version 2026-10-11 · all · published

Thuma Express General Terms of Use

Last updated: 11 October 2026 · Version: 2026-10-11

Welcome to Thuma Express

These General Terms of Use ("General Terms") govern your use of the Thuma Express mobile applications, websites, products, content and platform (together, the "Platform").

Thuma Express offers several different services, and they are not the same kind of agreement as each other. Carrying a passenger, carrying a parcel, holding money in a wallet and lending money are four different relationships in law. So each service has its own terms — an annex to this document.

Each annex is an integral part of these General Terms. By using a service you agree to these General Terms and to that service's annex. Where an annex and these General Terms conflict, the annex prevails for that service.

The annexes are:

Our privacy practices are described in the Privacy Policy, which is not an annex — it describes what we do with information about you regardless of which service you use.

1. Who you are contracting with

1.1. The Platform is operated by Thuma Express Holdings, Inc., a Delaware corporation (file number 10709156) whose address is 2093 Philadelphia Pike, Suite #1252, Claymont, DE 19703, USA ("Thuma", "we", "us", "our"). Thuma Express Holdings, Inc. is the company you contract with in every market, except a market in which a Thuma company is registered locally.

1.2. In Zimbabwe, a Thuma company is registered locally. There, the Platform is operated by Thuma Express Zimbabwe (Pvt) Ltd, a company registered in Zimbabwe under registration number 732/2016, and payment and stored-value services, including the ThumaPay wallet, are provided by ThumaPay Zimbabwe (Pvt) Ltd, registration number 130845A0282026, on the terms of the ThumaPay annex. The ThumaPay wallet is offered only in Zimbabwe. Elsewhere ThumaPay, Thuma's payments brand, is provided by Thuma Express Holdings, Inc.; it takes payments for Thuma services there and holds no stored value. If you use the Platform in Zimbabwe, "Thuma", "we", "us" and "our" mean those companies.

1.3. Your market is the country in which you use a service — where a trip starts, where a parcel is collected, or, for a wallet, the country of the number the account is registered to. The company that performed a service is named on the receipt for it.

1.4. Where a Thuma company is registered in your market in future, we will tell you before it becomes the company you contract with, in the way clause 11.1 describes for any material change.

1.5. You form a contract with us when you confirm that you accept these General Terms, or when you otherwise use the Platform.

2. What Thuma is, and what it is not

2.1. For most services, the Platform connects you with independent third parties — drivers, couriers, responders, hub operators and merchants. Where that is the case, the transport or service contract is between you and that third party, and Thuma is not a party to it.

2.2. This is not true of every service, and the annexes say where it differs. In Zimbabwe, ThumaPay holds value for you. ThumaCredit lends to you. ThumaIt buys goods on your behalf. In those relationships Thuma is your counterparty, not an introducer, and the relevant annex governs.

2.3. Thuma is not a public transport operator, and does not employ the drivers who use the Platform.

3. Your account

3.1. You need an account to use most of the Platform. You must be at least 18 years old.

3.2. The account is yours alone. You may not let anybody else use it, and you are responsible for what happens on it. If you believe somebody else has access, tell us at once — until you do, activity on the account is treated as yours.

3.3. You must give accurate information and keep it current. A phone number that is no longer yours means trip updates, one-time codes and money go to somebody else.

3.4. We may ask you to verify your identity. Some services cannot be provided without it, and the relevant annex says which.

4. What we ask of you

4.1. Use the Platform lawfully, and do not use it to arrange anything unlawful.

4.2. Treat drivers, responders, hub staff and support agents with respect. Abuse, threats, discrimination and harassment are grounds for removing your access without notice.

4.3. Do not interfere with the Platform, attempt to access it other than through the interfaces we provide, or scrape, copy or resell what it contains.

4.4. Do not create more than one account to obtain promotional credit, evade a suspension, or manipulate pricing.

5. Prices, and how they are shown

5.1. Prices are shown before you commit. Where a price is an estimate — because distance, waiting time or a route is not yet known — it is labelled as an estimate and the annex for that service explains what can change it.

5.2. We show what goes where. Where a price is split between a provider and Thuma, that split is available to you in the app. This is a commitment about disclosure, not a promise that any particular split will not change.

5.3. Prices may vary by time, place, demand and service. We may run promotions and may withdraw them.

6. Paying

6.1. You may pay by the methods offered in the app. Which methods are available depends on the service and on your market.

6.2. Cash is between you and the driver. Where you pay a driver in cash, that payment is made to them directly.

6.3. Where you pay through the Platform, we may take payment when the service is booked, when it is completed, or in stages, and the app tells you which before you confirm.

6.4. Amounts owed to us may be recovered from a ThumaPay balance where the ThumaPay annex permits it.

7. Cancelling

7.1. You may cancel a booking. A cancellation fee may apply once a provider has been assigned and has begun travelling to you, and the amount is shown before you cancel.

7.2. A provider may cancel. Where a provider cancels and you have been charged, you are refunded.

8. When something goes wrong

8.1. Tell us. Support in the app is the fastest route and creates a record.

8.2. Some things are not for us. A dispute about the quality of a journey between you and a driver is one we will help mediate; a criminal matter is one for the police, and a serious safety incident should go to emergency services first.

8.3. Where cover applies — see the ThumaShield annex — the claim window and what is covered are set out there.

9. Our liability

9.1. Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot lawfully be limited.

9.2. Subject to 9.1, and because for most services we connect you with independent providers, we are not liable for the acts or omissions of those providers beyond what the relevant annex states.

9.3. Subject to 9.1, our total liability to you arising out of a single service is limited to the amount paid, or payable, for that service.

9.4. We are not liable for indirect or consequential loss, or for loss of profit, revenue or opportunity.

10. Suspending or removing access

10.1. We may suspend or end your access where you breach these terms, where we are required to by law or by a regulator, or where we reasonably believe somebody's safety is at risk.

10.2. You are told why, and you can argue. Except where the law prevents us saying so, a suspension comes with a reason and a route to appeal it. Money already owed to you is not withheld because your access has been suspended.

11. Changing these terms

11.1. We may change these terms. Where a change is material we will tell you before it takes effect and, where a document requires acceptance, ask you to accept the new version.

11.2. Every version is kept. The version you accepted, and when you accepted it, is recorded, and remains readable to you in the app for as long as your account exists.

12. Law and disputes

12.1. The law is the law of the company you contract with. Where you contract with Thuma Express Holdings, Inc. (clause 1.1), these General Terms, and any dispute arising out of or in connection with them or the Platform, are governed by the laws of the State of Delaware, United States of America, without regard to its rules on conflict of laws. The United Nations Convention on Contracts for the International Sale of Goods does not apply. Where you contract with a locally registered Thuma company (clause 1.2), the law of that company's country governs instead.

12.2. Your own country's protections still apply. Nothing in this clause takes away a protection that the law of the country where you live gives you and does not allow a contract to remove. Where that law gives you the right to bring a claim in your own courts, or does not allow a dispute of yours to go to arbitration, that right is unaffected.

12.3. Talk to us first. Before bringing a claim, raise the matter through support in the app. It creates a record, and most matters are resolved there. If it is not resolved within 30 days of your raising it, either of us may take it further under clause 12.4 or 12.5.

12.4. Then arbitration. Subject to clause 12.2, a dispute with Thuma Express Holdings, Inc. that is not resolved under clause 12.3 will be finally resolved by arbitration under the Rules of Arbitration of the International Chamber of Commerce, by one arbitrator appointed under those Rules. The seat of arbitration is London, England, and the language is English. Hearings may be held by video, so that nobody has to travel to take part. Where you are an individual, we pay the filing, administrative and arbitrator's fees, except for the amount you would have paid to start the same claim in a court of the country where you live. A dispute with a locally registered Thuma company goes to the courts of that company's country, subject to clause 12.2.

12.5. Small claims. Instead of arbitration, either of us may bring a claim in a small-claims court or tribunal of the country where you live, if the claim is within its limits.

12.6. Urgent orders. Nothing in this clause stops either of us asking a court for an urgent order to protect a person, money or property while a dispute is being resolved.

13. Getting in touch

Support is in the app. For privacy and data protection matters, or anything support cannot resolve, write to support@thumaexpress.com.

Rendered from thuma_backend/legal/general.md. The wording there is the original; this is a readable copy.