Terms of Service
Terms of Service
Effective date: 7 October 2026
Welcome to TAP TAP EXPRESS ("TAP TAP EXPRESS", "TTE", "we", "us", "our"), operated by TAP TAP CHINA Ltd, a company registered in the Republic of Rwanda (company code 147590677), with its registered office at Ndera, Gasabo, Kigali, Rwanda, and its head office at Gatenga, Kicukiro, Kigali, Rwanda.
These Terms of Service ("Terms") govern your use of the TAP TAP EXPRESS website (taptapexpres.com), the TT Express mobile app and our related services (together, the "Platform"). By creating an account, placing an order, making a booking or otherwise using the Platform, you agree to these Terms. If you do not agree, please do not use the Platform.
1. Definitions
- "Customer" — anyone who creates an account and uses the Platform to order goods or book a delivery.
- "Vendor" — an independent restaurant, supermarket or TAP & Haha shop that sells its products through the Platform.
- "Rider" — a person who picks up and delivers orders and bookings, either employed by us or working with us as an independent delivery partner.
- "Order" — a purchase of goods from a Vendor, or from TAP TAP MARKET, placed through the Platform.
- "Booking" — a pickup-and-drop-off courier request made through Send a Package (the Courier tab), with no Vendor involved.
- "Wallet" — your prepaid TAP TAP EXPRESS balance, described in section 10.
2. Eligibility and your account
- You must be at least 18 years old to create an account or use the Platform.
- Give accurate information when you register and keep it up to date.
- Keep your password and wallet PIN secret. You are responsible for what happens under your account.
- One account per person. We may suspend accounts we reasonably believe are duplicated, shared, or used to get around our fraud controls.
3. What TAP TAP EXPRESS is
TAP TAP EXPRESS is a delivery and logistics platform serving Kigali. Our role depends on the service you use:
- Restaurants, Supermarkets and TAP & Haha — we run the marketplace and deliver the order. The sale of the goods is between you and the Vendor; we handle discovery, payment and delivery, but we are not the seller.
- Market — products in the Market tab are sold through our sister marketplace TAP TAP MARKET (ttmarkett.com), also operated by TAP TAP CHINA Ltd. Its own Terms and Conditions, Payment Policy and Refund Policy apply to the purchase; these Terms apply to your use of our app and to the delivery.
- Send a Package — we provide the courier service to you directly, through our Riders.
We also deliver orders placed directly on TAP TAP MARKET, using the same Rider network.
4. Orders and bookings
- Items from more than one Vendor in one checkout become a separate order for each Vendor.
- Prices, delivery fees and totals are calculated by the Platform from item prices, your location, the pickup location and any surcharges. You always see the total before you confirm and pay. If a price changes before you have paid, you are shown the new total before you pay.
- An order or booking is confirmed only once it is accepted — by the Vendor, automatically under the Vendor's settings, or, for Send a Package, when it is released for dispatch.
4.1 Screening
Every new order goes through an automatic fraud and abuse check before it reaches a Vendor. If an order is flagged, it is held in review until someone on our team confirms or rejects it. This is not a judgment about you; most orders pass instantly.
4.2 Scheduled and express orders
You can schedule an order for a later time, or choose express handling for an extra fee. Scheduled orders are released at the time you chose. Delivery times are estimates, not guarantees (see section 8).
5. Payment
These payment methods may be offered, depending on availability:
| Method | How it works |
|---|---|
| Cash on delivery | Pay the Rider when your order arrives, where this option is offered. |
| Wallet | Pay from your wallet balance, confirmed with your wallet PIN. |
| Mobile money (MTN MoMo, Airtel Money) | Confirm the payment prompt sent to your phone. Also used to top up your Wallet. |
| Other payment gateways | Such as AfriPay, where offered at checkout. |
| Phone orders | For orders placed by phone with our Support team, who send you a payment request. |
- If your wallet balance is too low, you may be offered Top Up and Pay: you top up the difference by mobile money and the order is paid as soon as the top-up is confirmed.
- Your wallet PIN is a 4–6 digit code separate from your password. Too many wrong attempts temporarily lock PIN entry.
- Several unpaid orders can sometimes be paid together in one payment.
6. Vendor acceptance, preparation and changes
- Once your order is paid and accepted, the Vendor starts preparing it.
- A Vendor may reject an order (for example, if an item is unavailable). The order is then cancelled and, if you had paid, you can request a refund (see our Refund Policy).
- Before preparing, a Vendor may propose a change (for example, a substitute item with a different price). You can accept the change or reject it, in which case the order is cancelled.
7. Cancellations
The details are in our Refund Policy. In short:
- Before the Vendor accepts your order, or while it is unpaid: you can cancel it yourself, instantly.
- After the Vendor has accepted and started preparing it: you can send a cancellation request, which our Operations team approves or rejects.
- Once a Rider has picked up a paid order: it can no longer be cancelled.
8. Delivery
- Riders may be assigned by our dispatch team, claim a delivery themselves, or accept an automatic offer.
- While your order is on its way, you can follow your Rider on a map in the app.
- Each delivery has a delivery code shown on your order page. Give the last 4 digits to your Rider when you receive your order. This protects you: an order cannot be marked delivered without it.
- Delivery times are estimates, not guarantees. Traffic, weather, preparation time, Rider availability and distance can all affect them. See our Delivery Policy.
9. Ratings and conduct
- After an order is delivered, you can rate the Vendor and the Rider. Ratings and comments must reflect your genuine experience and must not be defamatory, abusive or unlawful. We may remove content that breaks these Terms.
- You agree not to: place fake or duplicate orders, or try to get around our screening; harass, threaten or abuse Vendors, Riders or our staff; misuse the Wallet, refund or cancellation systems; or try to access another person's account, orders or data.
10. Wallet
- Your Wallet holds prepaid credit for paying for orders and bookings on TAP TAP EXPRESS and on TAP TAP MARKET. You can add money by mobile money, and approved refunds can be credited to it.
- Wallet credit cannot be withdrawn as cash or sent to another person, and it earns no interest. The Wallet is not a bank account or a savings product.
- Your balance can never go below zero. We may correct the balance if a payment or refund was credited or debited in error.
- If you delete your account while your Wallet still holds money, we refund the balance to the mobile money number you give us (see section 12).
11. Vendors and Riders
Vendors are independent businesses responsible for the quality, safety, accuracy and legality of the goods they sell. Riders are responsible for handling and delivering your order with care. We are not the maker or preparer of any Vendor's goods. We take complaints seriously and investigate them, but our own liability is limited as described in section 13.
12. Suspension, termination and deleting your account
- We may suspend or close your account if we reasonably believe you have broken these Terms, committed fraud or abuse, given false information, or put Vendors, Riders, other Customers or the Platform at risk.
- You can delete your account at any time — in the app (Account → Delete account), at taptapexpres.com/account/delete, or by emailing support@taptapexpres.com. Orders still in progress, pending refunds and open issues must finish first.
- When your account is deleted, your personal details are removed as described in our Privacy Policy. Order and payment records are kept, without your name or contact details, where the law requires it.
13. Disclaimers and limitation of liability
The Platform is provided "as is". As far as Rwandan law allows:
- We do not guarantee that the Platform will always be available or free of errors.
- We are not liable for the quality, safety or legality of goods sold by Vendors, except where the law requires.
- Our liability for any claim about an order or booking is limited to the amount you paid for it.
Nothing in these Terms limits liability that cannot lawfully be limited under Rwandan law.
14. Indemnity
You agree to compensate TAP TAP EXPRESS, its staff, Vendors and Riders for any claim, loss or damage caused by your breach of these Terms or misuse of the Platform.
15. Intellectual property
The Platform, including its design, logos and content (other than content supplied by Vendors), belongs to TAP TAP CHINA Ltd or its licensors. You may not copy, change or distribute it without our written permission.
16. Changes to these Terms
We may update these Terms. When we do, the effective date above changes. Continuing to use the Platform after that date means you accept the updated Terms. We tell you directly about important changes where we can.
17. Governing law and disputes
These Terms are governed by the laws of the Republic of Rwanda. Please contact Support first so we can try to resolve any problem informally. If we cannot, the dispute goes to the competent courts of the Republic of Rwanda.
18. Contact us
- Email: support@taptapexpres.com
- Phone / WhatsApp: the support numbers shown on the Support screen of the app and on our website
- Address: TAP TAP CHINA Ltd, Gatenga, Kicukiro, Kigali, Rwanda
