Terms of Use of Yango Delivery

Terms of Use of Yango Delivery

1. General Provisions.

1.1. These Terms (hereinafter referred to as the "Terms") constitute an offer by Yango Delivery FZ-LLC (hereinafter referred to as "Yango") to an Internet user (hereinafter referred to as the "User") to use the Delivery functionality (hereinafter referred to as the "Service") in the Yango App.

1.2. By using the Service or any of its features, the User acknowledges having read, understood, and fully accepted these Terms. If the User does not agree with any of the provisions set forth in these Terms, they must refrain from using the Service.

1.3. Yango reserves the right to modify the provisions of these Terms at any time and without prior notice to the User. It is the User’s responsibility to periodically review these Terms to stay informed of any changes. The most updated version of the Terms is always available at: https://yango.com/legal/yango_termsofuse_delivery.

1.4. The User must cease using the Service if they do not agree with the changes made to the Terms. Continued use of the Service after changes to the Terms will be deemed the User’s explicit consent to the new version.

1.5. The Service provides the User with the ability to publish information about their demand for delivery services or other related services free of charge. Additionally, it offers the opportunity to access and explore offers from various organizations operating in this sector (Service Partner), enabling the search for such offers based on parameters defined by the User. All existing functionalities of the Service, as well as any future developments or additions of new functionalities, are governed by these Terms.

1.6. The functionalities of the Service may vary depending on the User's geographic region. Not all features may be available, or they may be subject to restrictions in certain regions. A feature is considered inaccessible or restricted for a User in a specific region if the User does not have the explicit capability to use it. The use of techniques or software designed to circumvent such regional restrictions is expressly prohibited. Provisions of these Terms related to Service features that are inaccessible or restricted will not apply until such features are explicitly made available to the User in their region. Yango will provide information on the availability of Service features in response to User inquiries regarding their specific region.

1.7. YANGO EXCLUSIVELY PROVIDES INFORMATION TECHNOLOGY SERVICES. YANGO DOES NOT OFFER DELIVERY SERVICES. NOTHING CONTAINED IN THESE TERMS SHALL BE INTERPRETED AS YANGO PROVIDING SUCH SERVICES OR AS ESTABLISHING A DELIVERY SERVICE CONTRACT BETWEEN YANGO AND THE USER. DELIVERY SERVICES ARE PROVIDED EXCLUSIVELY BY INDEPENDENT THIRD PARTIES – SERVICE PARTNERS, WHO OPERATE AS AUTONOMOUS SERVICE PROVIDERS IN THEIR OWN NAME AND UNDER THEIR OWN RESPONSIBILITY. THE SERVICE IS DESIGNED TO FACILITATE THE USER IN CONTACTING AND DIRECTLY CONTRACTING THESE SERVICE PROVIDERS. YANGO ASSUMES NO RESPONSIBILITY FOR THE ACTS OR SERVICES PROVIDED BY SUCH PROVIDERS, WHETHER TOWARDS THE USER OR THIRD PARTIES.

1.8. The User agrees that all conversations with Service support specialists, as well as with Partners or their representatives, may be recorded for the purpose of quality control and service improvement.

1.9. By using the Service, the User agrees to receive advertising messages. The User has the right to opt out of receiving advertising messages by using the corresponding functionality within the Service or by following the instructions specified in the received advertising message.

1.10. Yango reserves the right to temporarily or permanently restrict the User’s access to the Service without providing an explanation. This restriction may be applied in cases such as the User’s non-compliance with the Terms; receipt of an order from an authorized body; User actions that result or may result in harm to Yango or third parties; situations that pose a danger to other users; or the need to protect the legitimate rights and interests of Yango and third parties. Additionally, Yango may restrict access to the Service if it receives repeated complaints related to the use of the application by the User or by third parties for whom the User requests the service.

2. Terms of Service Use.

2.1. The Service is provided to the User for personal non-commercial use.

2.2. The information regarding delivery services and/or other related services is provided exclusively by the Service Partners. The User may obtain additional details about the services offered by directly contacting the Service Partners or by providing their contact information through the functionalities of the Service, allowing the Service Partners to independently contact the User and provide the requested information about the services offered.

2.3. Yango assumes no responsibility for the content or relevance of the information provided by the Service Partners, including details about the cost of their services and their availability. Interactions and transactions between the User and the Service Partners related to the acquisition of services are conducted independently, without Yango’s involvement, and must be governed by the regulations and conditions established by each Partner for the provision of their services. Yango is not responsible for financial or any other type of transactions carried out between the User and the Partner, nor for the consequences arising from the acquisition of services offered by the Partners.

2.4. The User may access certain functionalities of the Service that allow them to evaluate the services offered by the Partners and provide comments or opinions regarding the Service or the Partners’ services. These ratings and opinions may be published both on the Service’s website and on third-party websites. Yango reserves the right, at its sole discretion and without the need for justification, to refrain from publishing, delete, or block the ratings and opinions submitted by the User at any time.

2.5. During periods of high demand for services, including days leading up to holidays, days of mass events, and other similar circumstances, the rates for services offered by the Partners may increase. Yango will notify Users of any rate increases through a visible notification in the app, a publication on the Service’s website, a message sent to the User’s mobile phone number, or by any other means at Yango’s discretion.

2.6. If the Service supports ordering delivery services in advance (hereinafter, "pre-ordered delivery"), the order will be available for the Service partner to confirm near the time specified by the User in the order (no earlier than 30 minutes before the pre-ordered delivery is scheduled to start). The cost of the pre-ordered services will be calculated and indicated in the Service when the delivery services are ordered. The price may change in circumstances listed on the Service website https://yango.com.

2.7. To cancel the service, the User must send the corresponding notification to the Partner through the Service, using the specific functionality provided for this purpose.

The Partner may charge a cancellation fee in the following cases:

• If the User cancels the service after the Partner’s representative has arrived at the location indicated by the User for package pickup (Point A).
• If the User fails to hand over the package to the Partner’s representative at Point A within ten (10) minutes of the representative’s arrival at Point A, in which case it will be considered that the User has canceled the service.

The amount of the cancellation fee in both cases will be calculated based on the rate published on the Service’s website: https://yango.com.

2.8. The User authorizes Yango to process their personal information (including personal details), to transfer such information to Yango’s Partners, and to process it on behalf of Yango’s Partners for the purpose of providing services to the User through the Service. When the User utilizes the Service, their personal information is transmitted and processed in accordance with the terms and purposes outlined in the Privacy Policy, available at: (https://yango.com/legal/yango_privacy_notice).

2.9. The time of arrival of the courier at the place of departure indicated by the User in the Request is approximate and can be changed depending on the traffic situation and other external factors. Yango notifies about the change in the arrival time of the courier by sending an information message to the User's mobile phone number or otherwise at the discretion of Yango.

2.10. The User is solely responsible for the contents of the items transferred for delivery to Partners, and undertakes not to hand over for the delivery the following items:

• any weapons, ammunition, parts, dual-use devices, fireworks, and flares;
• drugs, pharmaceutical products or any controlled substance forbidden in the Ghanian territory;
• nuclear materials, radioactive, superpotent, caustic, explosive and flammable substances, firing agents, pyrotechnic substances and related items, and other hazardous substances;
• poisons, poisonous animals, poisonous substances, poisonous plants and seeds of poisonous plants;
• any money, including national and foreign currency;
• printed publications or graphic materials containing any prohibited content, such as promotion of harm to public order, national security, violence, discrimination, etc;
• perishable food without special package;
• items and substances that, by their nature or due to packaging, can be a danger to the public, can contaminate or damage (destruct) other loads, surrounding people, or items;
• animals and plants, biological materials;
• items requiring specially equipped vehicles to be transported;
• liquids in open containers;
• space-consuming items, where the total dimensions of length, width (two diameters or axes at the base of a roll), and height exceed 150 cm (subject to special exemptions); long items over 150 cm; and items weighing more than 20 kg. When ordering a delivery service via Cargo functionality, the size of the items to be transferred (width, length, height) will depend on the vehicle size and can be reviewed when selecting the specific vehicle option.
• fragile items without special packaging;
• any items whose circulation is prohibited, restricted, or requires special permissions under applicable laws in the delivery territory, as well as items and substances that may pose a danger to public safety, contaminate or damage other packages, or harm individuals or property.

Service Partners may impose additional restrictions on the contents of parcels intended for delivery. The Partners accept items for delivery according to the number of packages, without checking the internal contents.

The User acknowledges and agrees that, in the event of non-compliance with the above requirements, they will assume full responsibility for any negative consequences that may arise. Additionally, the Partners reserve the right to refuse, suspend, or terminate delivery services at any stage if the User breaches these requirements. In such cases, no compensation, refunds, or restitution will be provided, and the Partners will not assume custody or responsibility for parcels that violate these terms.

In the event that prohibited or restricted items are submitted for delivery, Yango and the Partners bear no liability for resulting consequences, including financial losses, penalties, legal proceedings, or other adverse outcomes.

2.11. SERVICE PARTNERS DO NOT PROVIDE POSTAL SERVICES AND DO NOT ACCEPT POSTAL SHIPMENTS (POSTAL CORRESPONDENCE WITH AN ADDRESS, POSTAL PACKAGES, CONTAINERS, OR PRINTED PUBLICATIONS IN CORRESPONDING PACKAGING) FOR DELIVERY.

2.12. THIS SERVICE IS NOT SUITABLE AND SHOULD BE AVOIDED FOR REQUESTS INVOLVING THE DELIVERY OF ITEMS VALUED AT MORE THAN 700 BOB PER REQUEST. By placing a service request through the App, the User declares that the value of the items to be delivered in the request does not exceed 700 BOB. In the event of damage to or loss of the items, and provided it is proven that such damage occurred while under the Partner’s handling, the maximum compensation the Partner may offer will be up to 700 BOB. To initiate the compensation process, the User must provide proof of the package’s contents and evidence of the damage caused by the Partner. Once compensation has been provided by the Partner, the User waives any right to further claims or legal actions against the Partner or Yango, considering the matter fully resolved.

2.13. The Service Partner’s representative will accept packages for delivery only if the outer packaging is in satisfactory condition, without inspecting or assuming responsibility for the package's internal contents. The User is solely responsible for ensuring that the packaging is appropriate for the content.

2.14. The User acknowledges that delivery is deemed successful when the recipient receives the shipment with the outer packaging in satisfactory condition, meaning no signs of tampering, visible damage, or apparent physical alterations to the packaging.

2.15. The User may prepare the delivery document together with the Service Partner’s representative or, at their own responsibility, agree with the representative not to formalize such a document.

2.16. Failure to comply with the requirements of this section makes the User fully liable for any consequences, including but not limited to financial losses, delivery delays, confiscation, penalties, or other adverse outcomes. The User will be fully responsible for all costs, expenses, fines, or liabilities arising from non-compliance with these Terms or applicable laws. The User further agrees to indemnify and hold harmless Yango and the Partners against any claims, damages, costs, liabilities, or legal actions resulting from the User’s breach of this section, including but not limited to third-party claims and government enforcement actions.

3. Payment Terms

3.1. The User can pay for delivery or other services provided to the User in compliance with the information on potential demand for the relevant service the User posted via the Service:

3.1.1. Directly to a service provider (inter alia, by cash or by any other means stipulated by the said provider, if any, hereinafter referred to in these Terms and the Service interface as Cash). The said payment shall be made without Yango being involved and shall not be governed by these Terms.

3.1.2. The User can access the function of cashless payment by a Linked Bank Card (cl. 3.5 hereof); in this case, Yango acts in the name of the relevant service provider or otherwise (including directly) with an authorized payment processor, electronic money processor, or any other party to settlements involved and receives payments as an agent of the provider or otherwise (including directly) (hereinafter referred to as cashless payments).

Yango does not guarantee that the operation of the Service will be error- and failure-free in view of enabling cashless payments.

Depending on the User's region, cashless payments can be made without Yango acting as a payment recipient or with Yango involved as another party to settlements or a party to information exchange.

3.2. The User shall choose the relevant form of payment in the Service interface. If the User selects a wire payment, the payment to the Partner's address in Cash or otherwise directly to the Partner's representative, without additional notification of Yango by changing the payment method in the Service interface (if possible), shall be prohibited. The debit of Yango funds from the Linked Card shall be deemed correct and corresponding to the payment method selected by the User, and no refund shall be made by canceling the debit.

At the same time, if it is impossible to pay by wire for any reason (including, but not limited to, temporary technical unavailability of this function, temporary or permanent impossibility of wire payment using a Linked Card, insufficient funds on the Linked Card), the User undertakes to ensure there is sufficient funds on the Linked Card to repay the arrears on Partner's services as soon as possible, but in any case no later than 30 calendar days from the moment of rendering the relevant service to the User.

3.3. For cashless payments, it is possible to effect both one transaction for the entire cost of delivery or other service and several transactions for certain parts of the cost of the service. Cashless payments can be effected by any of the above means during the service or when the service is over.

3.4. The User shall specify the Linked Bank Card in the Service interface indicating the following details:

• Bank card number
• Valid through
• Verification code

If the bank card details are true, valid and it is technically feasible to use this card in the Service, the said bank card becomes the Linked one and can be used for cashless payments (cl. 3.1.2 hereof). All Linked Cards are displayed in the Service interface; for the User’s convenience, the interface displays the last 4 digits of the Linked Card number.

The User may also indicate the Linked Card in the interface of third-party services supporting integration with the Service and payment participants and providing authorization of the User's payment without transmitting information about the Linked Card to Yango.

The procedure for using the third-party services specified in this Clause shall be governed by the rules stipulated by such third parties. Yango shall not be liable for the User's use of such third-party services and shall not guarantee the correctness and safety of such third-party services. Yango acts solely as an intermediary for services provided by independent third parties, such as payment processing. If the User does not agree with the terms and conditions of these third parties, they must refrain from using their services.

3.5. When a Linked Card is added and when the User chooses the function of cashless payment for a certain service, the amount limited to amount equivalent to 1 US dollar (or any other amount in the User’s region currency) will be charged to confirm that the Linked Card details are true and valid; if the transaction is successfully effected, the said amount will be refunded to the User. Failure to charge the said amount means that it is impossible to add this Linked Card and/or the function of cashless payment is unavailable, respectively.

3.6. In case of cashless payments, the User can, along with payment for delivery or other service, make an additional cashless payment to the service provider as a percentage of the cost of the paid delivery or other service (hereinafter referred to in these Terms and the Service interface as Tips) as they think fit.

3.7. When adding the Linked Card and at any time after it was added, the User can set and/or change the default amount of Tips via the Service interface; the User can change the amount of Tips for a certain trip/service in the Service interface, when the trip/service is over.

3.8. Tips (in the default amount or in the amount specifically indicated by the User for a certain trip/service) will be charged from the Linked Card, if the User, within 30 minutes after the trip/service is over, assigns a high rating to the trip (4–5 stars) in the Service interface and clicks "Done" or assigns neither high nor low rating to the trip/service (specifies no number of stars) and clicks "Done".

3.9. If within 30 minutes after the trip/service is over the User assigns a low rating to the trip/service (1–3 stars) in the Service interface and clicks "Done", no Tips will be charged from the Linked Card.

3.10. If within 30 minutes after the trip/service is over the User did not click "Done", the amount of Tips (in the default amount or in the amount specifically indicated by the User for a certain trip/service) will be blocked in the Linked Card for 24 hours, during which the User can increase or reduce the amount of Tips for this trip/service. When the said time expires, the Tips will be charged in the amount specified by the User (by default or specifically for this trip/service).

3.11. Yango does not have access to the bank card data specified by the User and is not responsible for the safety and confidentiality of the transmitted data during non-cash payment. User's cashless payments shall be made with an authorized payment processor or electronic money processor involved and shall be governed by rules of international payment systems, banks (including the bank that issued the Linked card), and other parties to settlements.

3.12. When indicating their details pursuant to cl. 3.5 hereof and further using the Linked Card, the User confirms and guarantees that they indicated reliable and full information on the valid bank card issued in their name; they comply with rules of international payment systems and requirements of the bank that issued the Linked Card, inter alia, in relation to the procedure of cashless payments.

3.13. The User understands and agrees that all actions performed in the Service using the mobile phone number confirmed by the User, inter alia, cashless payments with the use of the Linked Bank Card, are deemed to be performed by the User.

3.14. If the User disagrees with the fact and/or the amount of cashless payments and has any other questions on how to use the Linked Card in the Service, they may contact Yango by phone numbers specified by the Service and/or via the help desk (feedback) interface within 14 days from the date of cashless payments or any other actions or events that prompted the request.

If, following the inspection caused by such a request, Yango decides to refund the amount of cashless payment, in whole or in part, the said amount shall be refunded to the bank account of the bank card the cashless payment was made with. The refund shall be made with an authorized payment processor or electronic money processor involved and governed by rules of international payment systems, banks (including the bank that issued the Linked Card), and other parties to settlements. If Yango is not a party to settlements made via the Linked Card, Yango can act as a body that transfers above user requests to providers, dispatch offices, or any other person being a recipient of payments under the above transactions with the Linked Card.

3.15. Yango reserves the right to require at any time that the User confirm the details they specified in the Service, including the details of the Linked Card, and request supporting documents in this regard (in particular, identity documents); failure to provide these documents may qualify as the provision of unreliable information and have implications stipulated hereof, if Yango thinks fit.

3.16. In any case, the User acting as a consumer releases the Company from liability for the unauthorized use of payment methods owned by third parties, as well as for any incorrect or outdated payment information provided by the User or consumer.

3.17. The provisions on the terms and procedure of payment for delivery services, specified in this Section shall not apply, when a third party pays for such services instead of the User under a separate contract Yango signed with such third party.

4. The 'Assistant' Functionality – Parcel Payment at Destination

4.1. The User may be provided with access to the "Assistant" feature on the Service, where this feature is available and enabled for specific regions and Users at Yango's discretion. The "Assistant" option allows the User to request a Service Partner’s representative (hereinafter – the Courier), as part of the delivery services provided, to act as an agent of the User for making errands, advancing the cost of the Parcel at the time of pick-up, and make purchases in behalf of the User.

When the "Assistant" option is selected, the Request will only be perfected upon acceptance of the User to the Agency agreement to be concluded with a Courier under the terms set out below.

4.2. Upon the User selecting the "Assistant" option, the User expressly agrees to the following:

4.2.1. The User must select the "Assistant" option when creating the Request through the Service. In the form that will be enabled, the User must clearly and accurately specify the value of the purchase or payment in their behalf. This amount may not exceed 250 GHS (hereinafter referred to as the "Parcel Cost"), as the Courier will not make a payment for an amount beyond this limit.

If, upon arrival at the pickup location, it is found that the Parcel Cost requested for delivery under the "Assistant" option exceeds the 200 BOB limit, the Rider shall be entitled to refuse to proceed with the service. In such a case, the service will be considered canceled by the User and will be subject to the applicable cancellation fees.

4.2.2. The User agrees not to use the "Assistant" option if the Parcel contains items not eligible for return or exchange under applicable law. Items prohibited to request purchase or payment include, but are not limited to those mentioned in p.2.10 of these Terms.

4.2.3. The User agrees not to use the “Assistant” option if the errands or agency requests include performing a service, making a payment or behave in any way not related to the purchase of a lawful product or service. Payments are not allowed when:

• Payment is used only to get cash-back transactions, or the “Assistant” option is used only to send cash, remittances, exchanges of money, sell or buy foreign currency or make any payment transaction that is not related to the purchase of a product or the payment for a lawful service.

• Payment is used to pay for services that are not related to the pickup of parcels, such as payment for personal services, advisory fees, digital content or any service that is not legal according to municipal, departmental or national laws applicable in the location where the order is placed. This also includes services that are considered against decency and good customs.

4.2.4. By accepting the Request with the "Assistant" option, the Courier agrees to act as bona fide agent of the User, and advance the Parcel Cost at the time of pickup, under the User’s commitment to cover the Parcel Cost and any other charges or fees related to the execution of the agency performance, as well as the delivery fee under applicable tariffs.

4.2.5. Once the cost of the Parcel and other applicable tariffs are collected from the User, the advance made by the Courier shall be considered fully settled, thus concluding successfully the agency agreement between Courier and User.

4.2.6. The delivery of the Parcel under the "Assistant" option is subject to the full reimbursement of the Parcel Cost by the User to the Courier at the time of delivery, as well as the payment of the applicable delivery fee.

If the User fails to reimburse the Parcel Cost to the Courier, does not pay the applicable delivery fee, or if the delivery cannot be completed for any reason not attributable to the Partner or the Courier, then, as a consequence, the Parcel will not be delivered to the User. In such a case, the Courier shall have the right to claim payment from the User and demand full settlement of all outstanding amounts, including any applicable cancellation fees.

4.2.7. Should the User fail to reimburse the Courier or Partner in charge of the agency identified on this clause, Yango reserves the right to:

a. Suspend the User's access to the Service or its specific functionalities until reimbursement is made; and/or

b. Deduct the amount owed from the User’s Linked Card, provided sufficient funds are available.

4.2.8. The User acknowledges and agrees that the mandate relationship is exclusively formed between User, as an eligible and rightfully apt person to contract as a Principal, and a Courier that accepts a mandate according to the rules set out in applicable law. Therefore, this relationship does not include Yango, its subsidiaries, branches, transport companies or any other person beyond the User as a Principal and the Courier as Agent.

Thus, Yango is not a party to this purchase transaction, nor do they acquire ownership, interest, or rights over the Parcel at any time. The Courier's role is strictly limited to providing delivery services, while Yango's role is solely limited to providing technological services. Yango does not participate in, manage, or guarantee any payment or reimbursement between the User, Partner, or Courier, and Yango bears no responsibility for any financial obligations arising from the use of the "Assistant" feature.

4.2.9. The User acknowledge that the Courier must only act as a reasonable agent making the payment and picking up a Parcel in behalf of the User. It is not the duty of the Courier to: (a) Gather receipts, invoices, or other documents required by applicable regulations; (b) Cover additional costs related to the agency beyond the amount declared in the request form by the User; (c) Communicate with the User while executing the agency agreement, unless the Courier needs any additional confirmation or clarification; (d) Deliver the parcel to any place that was not previously indicated by the User.

The User agrees to indemnify, defend, and hold harmless Yango, Partners and Couriers from any claims, penalties, fines, damages, losses, costs, expenses (including reasonable legal fees), or liabilities of any kind arising directly or indirectly from the User’s failure to meet any legal, tax, or regulatory obligations, as well as any liability related to the quality or quantity of the purchased goods, the nature and data of the tax invoice or receipt from the transaction, assuming the User all the responsibility for the actual or future use and disposition of the purchased goods.

5. Disclaimer of Liability

5.1. The use of the Service by the User shall be solely and exclusively the responsibility of the User.

5.2. The quality and service levels provided by the Partners are solely and exclusively the responsibility of the Partners in their capacity as providers.

5.3. The User understands and agrees that in the event of any dissatisfaction with the provision of delivery, and/or related services provided by the Partners, any request, complaint, or claim must be directed solely and exclusively to the corresponding Partner.

5.4. In any case, the User expressly understands and agrees to all the conditions established in these Terms, and therefore commits to indemnify and hold harmless Yango from any claim or extrajudicial or judicial request seeking the recognition and payment of indemnities and/or damages.

6. Applicable Law and Dispute Resolution

6.1. These Terms of Use and any non-contractual obligations arising out of or related to them shall be governed by and construed in accordance with the laws of England and Wales, without regard to its conflict of law provisions.

6.2. Any dispute, difference, controversy, or claim arising out of or in connection with these Terms of Use, including (but not limited to) any question regarding their existence, validity, interpretation, performance, discharge, and applicable remedies, shall be referred to and finally resolved by arbitration under the Arbitration Rules of the Dubai International Arbitration Centre, which rules are deemed incorporated by reference into this clause. The number of arbitrators shall be one. The seat of arbitration shall be Dubai, United Arab Emirates. The language to be used in the arbitration shall be English.

7. Yango’s Details

Yango Delivery FZ-LLC

DMC-BLD05-VD-G00-578, Ground Floor, DMC5, Dubai Media City, Dubai, United Arab Emirates

License number: 102384

e-mail: support@yango.com

Date of publication: 05.06.2025.

Previous version of the document: https://yango.com/legal/yango_termsofuse_delivery/24082023/

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