Terms of Service

These Terms of Service ("Terms") govern access to Creuse websites, mobile applications, support channels, rider services, and driver services in Kenya. They form a binding agreement between you and Creuse, the operator identified in the app when you accept these Terms.

Please read these Terms together with our Privacy Policy, the fare or subscription information shown in the app, and any additional policy presented for a particular feature. Nothing in these Terms limits rights that cannot lawfully be excluded under Kenyan law.

1. What Creuse provides

Creuse operates a technology platform that helps passengers request transport services from eligible drivers and transport service providers. Creuse provides matching, trip information, fare information, support tools, and related platform services.

Unless Creuse expressly agrees otherwise in writing, drivers provide transport services independently or on behalf of a vehicle owner or transport service provider. Drivers are not employees of Creuse, and Creuse does not itself drive the vehicle used for a trip. A transport agreement is formed between the passenger and the driver or relevant transport service provider when a driver accepts a request.

Creuse operates only where its services are available and subject to applicable licences, approvals, and the National Transport and Safety Authority requirements.

2. Eligibility and accounts

You must be at least 18 years old to create a Creuse account.
You must provide accurate, current information and keep your contact and payment details updated.
You are responsible for activity under your account and must protect your password, verification codes, and device access.
You may not sell, transfer, lend, or allow another person to use your account. Driver accounts are strictly personal to the approved driver.
Tell Creuse promptly if you believe your account or device has been compromised.

Creuse may request identity, age, licence, vehicle, payment, or other verification information where reasonably required for safety, fraud prevention, or legal compliance.

3. Requesting and completing rides

A ride request is not guaranteed. Drivers may accept or decline available requests, and a request may be cancelled where permitted by these Terms or the information shown in the app.

Passengers must provide an accurate pickup point and destination, be ready within a reasonable time, confirm the driver and vehicle details before entering, wear available seat belts, and pay the full fare and applicable charges. Passengers must not obstruct the driver, enter or leave a moving vehicle, smoke, damage or soil the vehicle, carry unlawful or dangerous items, or behave in an abusive, threatening, discriminatory, or disorderly way.

Drivers must ordinarily use the shortest and most direct lawful route unless the passenger requests another route or a safe and lawful deviation is reasonably required by actual road conditions. Drivers must comply with traffic and transport laws, issue or facilitate an appropriate receipt, and complete trips professionally. Drivers may refuse or end a trip where a passenger presents a genuine safety risk, acts unlawfully, refuses to provide a destination, or where refusal is otherwise permitted by law.

4. Fares, fees, and payments

The app may display an estimated or upfront fare before a request is confirmed. The final amount may change where permitted and clearly communicated, including because of an agreed destination or route change, waiting time, tolls, cancellation, cleaning, damage, taxes, or another disclosed adjustment.

Payment methods available in Kenya, including cash, mobile money, card, or other methods, are shown in the app. Where Creuse collects payment for a trip, it may do so as collection agent for the driver or transport service provider. You authorise Creuse and its payment providers to process amounts properly due through your selected method.

Raise fare or payment questions through the relevant trip in the app as soon as reasonably possible. Refunds, reversals, and adjustments are assessed under the applicable fare rules, the circumstances of the trip, and Kenyan law.

5. Cancellations and no-shows

A passenger or driver may cancel before pickup using the app. A cancellation or waiting fee may apply if the conditions and amount or calculation method were disclosed before confirmation or are otherwise permitted by law. Creuse may waive or refund a fee where the cancellation resulted from a safety concern, platform error, duplicate charge, or another circumstance Creuse considers reasonable.

6. Driver and vehicle requirements

Before providing trips, drivers and vehicle owners must satisfy Creuse onboarding standards and all applicable Kenyan requirements. These may include valid identity and tax information, a driving licence with the required endorsement, a Public Service Vehicle badge, vehicle ownership or authority, inspection and roadworthiness records, and appropriate insurance.

Drivers and owners must keep all documents current, maintain the vehicle in a safe and clean condition, display any identification required by the NTSA, avoid account sharing, and promptly report accidents or material safety incidents to the appropriate authorities and Creuse. Drivers must observe applicable limits on continuous driving time and use a hands-free accessory where required.

7. Driver subscriptions and earnings

Approved drivers may choose from the subscription options currently available for Creuse driver services. The price, validity period, activation time, renewal treatment, and any applicable taxes or conditions are shown before purchase.

Creuse does not deduct a percentage commission from completed trip earnings. Drivers keep 100% of those earnings. Subscription fees and separately disclosed items such as taxes, passenger refunds, payment reversals, penalties, or adjustments are not trip commission and may be handled separately where lawful.

A subscription does not guarantee a minimum number of requests, trips, hours, revenue, or profit. Demand depends on location, time, passenger activity, driver availability, and other conditions.

All subscription payments are final and non-refundable once paid, including where a driver does not use all or part of the subscription period, completes no trips, stops driving, or has their access restricted or deactivated for breaching these Terms. An access period expires at the end of its stated validity, and unused time cannot be transferred, credited, exchanged for cash, or carried forward. This does not affect any refund or other remedy that Creuse is required to provide under Kenyan law, including for a duplicate or erroneous charge.

Creuse reserves the right to introduce, withdraw, replace, or change subscription options and their prices, validity periods, included features, eligibility requirements, renewal treatment, promotions, taxes, and other conditions. The information displayed when you confirm a purchase applies to that purchase. Changes apply to future purchases or renewals and will not retrospectively alter a completed purchase unless required by law. Creuse will provide advance notice where Kenyan law requires it.

8. Safety and emergencies

Creuse may provide trip details, location sharing, safety options, and support features. Availability may depend on the device, connectivity, location, and app version. These tools do not replace emergency services or personal judgement.

In an emergency, move to a safe place where possible and contact the appropriate emergency service or authority. Creuse may share relevant information with emergency responders, law enforcement, insurers, or regulators where permitted or required by law.

9. Community conduct

Everyone using Creuse must act lawfully and respectfully. The following are prohibited:

violence, threats, harassment, discrimination, sexual misconduct, or abusive language;
fraud, collusion, false trips, fare manipulation, payment abuse, or misuse of promotions;
impersonation, account sharing, false documents, or unauthorised vehicle substitution;
weapons or unlawful, hazardous, or prohibited goods;
interfering with the app, attempting to bypass security, scraping, reverse engineering, or introducing malicious code; and
using personal information obtained through a trip for an unrelated purpose.

10. Ratings, feedback, and user content

Where ratings or feedback are available, submit them honestly and in good faith. Creuse may review feedback for quality, safety, support, and enforcement purposes. Content you submit remains yours, but you give Creuse a non-exclusive, worldwide, royalty-free licence to host, reproduce, and use it as reasonably necessary to operate, improve, and protect the service. This licence ends when the content is deleted unless retention is required for safety, legal, or dispute purposes.

11. Lost property and vehicle damage

Creuse may help riders and drivers communicate about lost property but does not guarantee recovery. Return arrangements and reasonable recovery costs are between the passenger and driver, subject to applicable law. A passenger may be responsible for verified cleaning or repair costs caused by the passenger or their guest, after a reasonable review.

12. Suspension, deactivation, and appeals

Creuse may warn, restrict, suspend, or deactivate an account where reasonably necessary to investigate or address safety concerns, expired or invalid documents, fraud, payment risk, unlawful conduct, repeated service failures, or a material breach of these Terms.

Where appropriate and legally permitted, Creuse will provide the reason for a decision and a way to request review. Immediate action may be taken where necessary to protect users, preserve evidence, prevent fraud, or comply with an authority or court order. Contact support or email legal@creuse.africa to challenge a decision or submit a complaint.

13. Intellectual property

Creuse and its licensors own the app, website, software, designs, trademarks, and related content. Creuse gives you a limited, personal, revocable, non-exclusive, non-transferable licence to use the service for its intended purpose. No other rights are granted.

14. Third-party services

Creuse may rely on maps, communications, identity verification, payment, cloud, analytics, insurance, and other third-party services. Their own terms may apply when you use them. Creuse is not responsible for a third-party service to the extent the issue is outside Creuse's reasonable control, but this does not remove any responsibility imposed on Creuse by law.

Maps, suggested routes, distances, pickup points, traffic information, and arrival-time estimates provided through Creuse are for guidance only. They may be inaccurate, incomplete, delayed, unavailable, or out of date. Actual conditions may differ because of traffic, construction, closures, weather, hazards, access restrictions, security concerns, changes to the road network, or other circumstances.

Drivers remain responsible for controlling the vehicle, selecting a lawful and reasonably safe route, and complying with Kenyan traffic and transport laws. Drivers must pay attention to the road, signs, signals, barriers, speed limits, instructions from police or other authorities, weather, traffic, pedestrians, and surrounding conditions. A driver must not follow an app instruction that appears unsafe, unlawful, restricted, or inconsistent with conditions on the ground, and must not interact with a device in a way that distracts from driving.

Passengers are responsible for checking that the pickup point and destination entered in the app are accurate and should alert the driver if they become aware of an apparent error. To the maximum extent permitted by law, Creuse is not liable for loss caused solely by inaccurate third-party map data, a user's reliance on suggested navigation, or road conditions outside Creuse's reasonable control.

16. Platform availability, trip responsibility, and liability

Creuse works to provide a reliable platform but does not guarantee uninterrupted access, a particular driver or passenger match, a particular arrival time, or any minimum driver earnings. The service may be unavailable because of maintenance, connectivity, demand, safety events, legal requirements, or circumstances beyond reasonable control.

Creuse provides platform, matching, payment-support, information, and related technology services. Unless Creuse expressly agrees otherwise in writing, Creuse does not provide or control the transport service itself. The independent driver or transport service provider controls the vehicle and is responsible for providing the trip lawfully and safely.

To the maximum extent permitted by Kenyan law, Creuse is not responsible or liable for an act or omission of an independent driver, passenger, vehicle owner, transport service provider, or other third party. This includes an accident, unsafe driving, route choice, delay, cancellation, assault, misconduct, theft, loss of property, vehicle condition, personal injury, death, or property damage to the extent caused by that independent person or by circumstances outside Creuse's reasonable control. Any claim concerning the provision of the transport service should be directed to the person legally responsible and, where applicable, their insurer.

Creuse may receive a report, facilitate communication, preserve or provide trip records, cooperate with an insurer or authority, or take action on an account. Doing so does not make Creuse the transport provider, insurer, representative, judge, or arbitrator of a dispute and does not amount to an admission or assumption of liability.

To the maximum extent permitted by Kenyan law, Creuse is not liable for indirect or consequential loss or loss of profit. Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited, including Creuse's liability for its own fraud, gross negligence, breach of a non-excludable statutory duty, or death or personal injury caused by its negligence, and nothing limits a consumer's mandatory rights.

17. Privacy

Creuse processes personal data as described in the Privacy Policy. Drivers, vehicle owners, and passengers must protect personal information received through Creuse and use it only for the relevant trip, safety, support, or another lawful purpose.

18. Changes to Creuse or these Terms

Creuse reserves the right to add, remove, or change service features, service areas, fares, fees, subscription offerings, prices, promotions, eligibility requirements, and these Terms. Material changes will be communicated through the app, website, email, or another reasonable channel before they take effect, unless an immediate change is required for safety, security, legal compliance, or a temporary test. Current prices and conditions are those presented in the app before confirmation. If you do not agree with a change, stop using Creuse and close your account before it takes effect.

19. Ending your use of Creuse

You may stop using Creuse and request account closure at any time. Amounts already due, active investigations, legal retention duties, and provisions intended to survive termination remain effective after closure.

20. Governing law, trip disputes, and arbitration

These Terms are governed by the laws of Kenya.

Disputes between platform users

A transport agreement is between the passenger and the independent driver or relevant transport service provider. A dispute about the performance of that transport service, including a driving incident, accident, route, conduct, injury, property damage, or loss, is primarily between the affected users and any legally responsible transport service provider, vehicle owner, or insurer. Creuse may offer support or facilitate communication but is not the arbitrator of that dispute and is not required to determine fault, award compensation, or settle a claim between users.

Complaints and disputes with Creuse

Before starting formal proceedings against Creuse, send the complaint through in-app support or to legal@creuse.africa with the relevant account, trip, payment, and supporting details. The parties will attempt in good faith to resolve the dispute for at least 30 days after Creuse receives sufficient information, unless urgent relief is reasonably required.

Business-user arbitration

Where you use Creuse for a business or professional purpose, including as a driver, vehicle owner, fleet representative, or transport service provider, and to the extent permitted by law, any dispute with Creuse arising out of or relating to these Terms or the Creuse platform that remains unresolved after the complaint process shall be finally resolved by arbitration under the Nairobi Centre for International Arbitration Rules. The tribunal will consist of one arbitrator appointed in accordance with those Rules. The seat of arbitration will be Nairobi, Kenya, and the proceedings will be conducted in English. The Arbitration Act of Kenya applies.

Consumer rights and permitted proceedings

If you are a consumer, arbitration will apply only where you and Creuse agree to it in writing after the dispute has arisen. Nothing in these Terms prevents a consumer from exercising a right to commence an action under the Consumer Protection Act, or prevents any person from reporting a crime or safety issue, seeking urgent interim relief, contacting an insurer, filing a complaint with a regulator or authority, or using a court or tribunal where that right cannot lawfully be excluded. Matters that are not legally capable of settlement by arbitration are excluded from the arbitration clause.

21. Contact

For questions, complaints, legal notices, or appeals concerning these Terms, use in-app support or email legal@creuse.africa.