Terms & Conditions

1. Introduction

These Terms and Conditions ("Terms") govern access to and use of LipaGo, an online bus ticketing and travel booking platform operated by iMartGroup Ltd. ("iMartGroup", "we", "us" or "our"). LipaGo enables customers to search for bus services, view available schedules and seats, make bookings, make or initiate payments, receive electronic tickets and access related travel information.

By accessing LipaGo, creating an account, making a booking, purchasing a ticket, using a LipaGo service, or otherwise interacting with the platform, you agree to be bound by these Terms, our Privacy Notice, and any applicable booking-specific rules displayed before payment.

2. Definitions

"LipaGo": the online bus ticketing platform, website, applications, APIs, booking interfaces and related services operated by iMartGroup Ltd.

"iMartGroup": iMartGroup Ltd., the company that owns and/or operates the LipaGo platform.

"Customer" or "Passenger": the person using LipaGo to search, book, purchase or use a bus ticket.

"Bus Operator": a transport company or authorised service provider whose bus services, schedules, fares and seats are made available through LipaGo.

"Booking": a reservation created through LipaGo for a specified journey, passenger and seat or service.

"Ticket": the electronic or printed travel document/record issued following a successful booking and, where required, successful payment.

"Fare": the passenger price displayed for a journey, subject to applicable taxes, approved charges, fees and operator rules.

"Booking Fee": any platform, transaction, convenience or other service fee clearly disclosed to the customer before payment.

"Payment Service": the payment processing facility made available through LipaGo, including LipaPay and/or other authorised payment partners, where applicable.

3. About LipaGo and iMartGroup

LipaGo is a digital ticketing and booking platform within the iMartGroup business ecosystem. iMartGroup Ltd. is the parent company responsible for the corporate ownership, governance, technology and administration of the LipaGo platform.

Unless expressly stated otherwise for a particular service, LipaGo does not operate the buses, employ the drivers or conductors of Bus Operators, control the physical condition of a bus, or independently determine the operator's route, departure time or passenger fare. Those matters remain the responsibility of the relevant Bus Operator and are subject to applicable regulatory requirements.

LipaGo may facilitate the booking, payment, ticket issuance, customer communication and support process between customers and Bus Operators.

4. Eligibility and Account Registration

You must provide accurate, complete and current information when creating an account or making a booking.

You are responsible for maintaining the confidentiality of your login credentials and for activities carried out through your account.

You must promptly notify LipaGo if you believe your account has been compromised or used without authorisation.

A customer may not create an account using another person's identity or intentionally provide false information.

Where a booking is made for another passenger, the person making the booking must have authority to provide the passenger's information.

LipaGo may require verification of a customer's telephone number, email address or other information where reasonably necessary for security, fraud prevention or service delivery.

5. Searching and Booking Tickets

LipaGo displays available bus services based on information supplied by Bus Operators and/or applicable integrated transport systems. Availability, seat numbers, fares and schedules may change until a booking is successfully confirmed.

The customer must select the correct origin, destination, travel date, boarding point, drop-off point where applicable, and passenger details before confirming the booking.

A seat is not considered permanently reserved until LipaGo confirms the booking in its system and, where applicable, payment has been successfully completed.

Customers must review the booking summary before making payment.

Once a ticket has been issued, the ticket information becomes the basis for travel and boarding.

Where a booking expires because payment is not completed within the stated period, the selected seat may be released for sale.

6. Fares, Fees and Charges

The total amount payable will be displayed before the customer confirms payment. The amount may include the Bus Operator's fare, applicable taxes or statutory charges, LipaGo service/convenience fees, payment processing charges and any other clearly disclosed charge.

Where fares are regulated or subject to approval by a competent authority, LipaGo and participating Bus Operators shall use the applicable approved fare information. Customers should not be required to pay more than the authorised fare or disclosed charges for the same ticket, except where a lawful and clearly disclosed additional service applies.

7. Payments

LipaGo may support payment through LipaPay and/or other authorised payment channels. Payment transactions may be processed by iMartGroup, a licensed payment service provider, mobile money operator, bank, card processor or other authorised payment partner, depending on the payment method selected.

A booking is confirmed only when the required payment is successfully received and the booking system confirms the transaction.

A customer must not intentionally initiate duplicate, fraudulent, reversed or unauthorised transactions.

If a payment is deducted but the ticket is not issued, the customer should retain the transaction reference and contact LipaGo support.

Refunds, reversals and settlement timelines may depend on the payment channel and the applicable Bus Operator cancellation policy.

LipaGo may suspend a transaction where it detects suspected fraud, abuse, technical manipulation or regulatory risk.

8. Ticket Issuance and Electronic Ticket

Following successful booking and payment, LipaGo may issue an electronic ticket containing information such as booking reference, passenger name, route, travel date, departure time, seat number, boarding point, fare and a QR code or other validation mechanism.

The customer is responsible for checking the ticket immediately after issuance and reporting material errors without undue delay.

A customer must present the ticket and, where required, an acceptable form of identification at boarding.

A ticket may not be duplicated, altered, resold or fraudulently reproduced.

A ticket is normally valid only for the passenger, journey, date, time, seat and operator stated on the ticket unless an approved change has been made.

LipaGo and/or the Bus Operator may scan or validate the ticket before boarding.

9. Boarding and Passenger Responsibilities

Passengers should arrive at the stated boarding point sufficiently before the scheduled departure time.

The passenger must board at the correct location and within the applicable boarding period.

The passenger is responsible for providing correct travel information during booking.

Failure to arrive on time may result in the passenger being treated as a no-show, subject to the applicable operator policy.

Passengers must comply with reasonable instructions of the Bus Operator, driver, conductor, terminal personnel and applicable authorities.

Passengers must not engage in violence, harassment, threatening behaviour, vandalism, unlawful conduct, smoking where prohibited, or conduct that endangers other passengers.

10. Bus Operator Responsibilities

Each Bus Operator remains responsible for the actual provision of the transport service. This includes, as applicable, vehicle roadworthiness, required licences and approvals, driver and conductor compliance, lawful fares, schedule accuracy, passenger safety, service quality and the physical journey.

Operators must provide LipaGo with accurate fleet, route, schedule, seat, fare and service information.

Operators must honour valid tickets issued through the authorised LipaGo platform, subject to these Terms and applicable law.

Operators must notify LipaGo promptly of cancellations, delays, route changes, vehicle substitutions and other material service changes.

Operators must comply with applicable LATRA requirements and any applicable integration, ticketing and reporting requirements.

Where a matter is exclusively within the operator's control, the operator may remain primarily responsible for the remedy, subject to LipaGo's role as the booking platform.

11. Changes, Cancellations and Refunds

Cancellation, rescheduling and refund conditions may vary by Bus Operator, fare type, route and ticket. The applicable policy should be shown to the customer before or at the time of booking where practicable.

Some tickets may be non-refundable or subject to cancellation charges.

Some tickets may permit changes subject to availability and a fee.

Where a Bus Operator cancels a service, LipaGo may assist with notification, rebooking or refund in accordance with the applicable operator and payment process.

Refunds will normally be made through the original payment channel unless otherwise agreed or required.

Statutory or regulatory rights that cannot lawfully be excluded remain unaffected.

12. Delays, Cancellations, Route Changes and Service Disruption

LipaGo does not guarantee that every journey will depart or arrive at the published time. Delays or changes may arise from traffic, weather, road conditions, vehicle failure, security events, regulatory directions, operational issues or other circumstances.

Where LipaGo receives reliable information about a material change, it may communicate the information through SMS, email, WhatsApp, app notifications or other available channels.

13. Luggage and Personal Belongings

Luggage allowances, restrictions and charges are determined by the applicable Bus Operator and/or applicable law.

Passengers should not place prohibited, dangerous or unlawful items in luggage.

Passengers remain responsible for valuables and personal belongings unless the applicable operator accepts liability under its terms or applicable law.

LipaGo is not the custodian of passenger luggage and does not independently control luggage handling by Bus Operators.

14. Children, Minors and Special Assistance

A parent, guardian or responsible adult is responsible for ensuring that any minor passenger meets the Bus Operator's age, identification, supervision and travel requirements. Special assistance requirements should be communicated during booking where the platform provides a facility for doing so.

15. Customer Communications

By using LipaGo, customers may receive service communications necessary to complete and manage a booking, including booking confirmations, payment notifications, reminders, changes, cancellations, security alerts and customer support messages.

Where customers separately consent to marketing communications, LipaGo may send promotional communications subject to applicable law and the customer's available opt-out mechanisms.

16. Personal Data and Privacy

LipaGo collects and processes personal information necessary to provide ticketing, payment, customer support, fraud prevention, security, regulatory reporting and related services. Depending on the transaction, information may include name, phone number, email address, identification information where required, travel information, booking information, payment references and technical data.

iMartGroup shall handle personal data in accordance with applicable Tanzanian data protection requirements and its Privacy Notice. The Personal Data Protection Act, 2022 establishes requirements for collection and processing of personal data in Tanzania. Customers should review the LipaGo Privacy Notice for details on purposes, retention, rights, disclosures and data security.

Personal data may be shared with Bus Operators, payment providers, communication providers, technology/service providers, regulators or other parties where necessary for service delivery, legal compliance, security, fraud prevention or other lawful purposes.

17. Electronic Transactions and Records

Electronic bookings, confirmations, payment records, audit logs, digital tickets, electronic communications and other system records may be used as evidence of a transaction, subject to applicable law. LipaGo may retain transaction records for operational, legal, regulatory, accounting, audit, dispute-resolution and security purposes.

18. Intellectual Property

All rights in the LipaGo name, logo, website, software, platform design, content, graphics, databases, interfaces and related materials are owned by or licensed to iMartGroup Ltd. or its relevant licensors. No customer receives ownership rights merely by using LipaGo.

You may use the platform only for lawful personal or authorised business purposes.

You must not copy, reverse engineer, decompile, scrape, reproduce, resell or commercially exploit LipaGo without written permission.

You must not use LipaGo trademarks or branding in a way that suggests an unauthorised partnership or endorsement.

19. Acceptable Use and Prohibited Activities

Customers must not engage in the following activities when using LipaGo:

• Fraudulent bookings, payment manipulation or ticket duplication.
• Use of bots, scripts or automated methods to interfere with availability or booking processes without authorisation.
• Attempting to gain unauthorised access to accounts, APIs, databases or infrastructure.
• Uploading malware or harmful code.
• Impersonating another customer, Bus Operator, employee, agent or organisation.
• Using LipaGo for unlawful activities or in breach of applicable regulatory requirements.
• Reselling tickets in breach of applicable law, operator rules or LipaGo policies.

20. Platform Availability and Technical Issues

LipaGo is designed to provide continuous access, but availability cannot be guaranteed at all times. Planned maintenance, network failures, third-party outages, cyber incidents, system upgrades, telecommunications failures and other events may temporarily affect the service.

Where technically feasible, iMartGroup will take reasonable measures to restore affected services and protect transaction records.

21. Limitation of Responsibility

To the extent permitted by law, iMartGroup's responsibility in relation to the transport service is limited to the services it directly provides as the LipaGo platform operator. iMartGroup does not assume responsibility for matters exclusively controlled by a Bus Operator, including vehicle operation, driver conduct, road conditions, luggage handling by the operator, or physical transport service delivery.

Nothing in these Terms excludes or limits liability where such exclusion or limitation is prohibited by applicable law, including liability that cannot lawfully be excluded for fraud, wilful misconduct, personal injury or other protected rights.

22. Indemnity

To the extent permitted by law, a customer may be responsible for losses, claims, costs or reasonable expenses arising from the customer's fraud, misuse of LipaGo, violation of these Terms, infringement of third-party rights, or unlawful conduct.

23. Fraud, Security and Account Suspension

iMartGroup may suspend, restrict or terminate access to an account, booking or transaction where it reasonably believes there is fraud, security risk, abuse, unlawful activity, payment risk, regulatory risk or a breach of these Terms. Where appropriate, iMartGroup may cooperate with payment providers, Bus Operators, regulators, law enforcement and other competent authorities.

24. Complaints and Customer Support

Customers should first raise booking, payment or service complaints through LipaGo's designated support channels. The complaint should include the booking reference, transaction reference, passenger name, travel date and a clear description of the issue.

Where a complaint concerns the actual transport service, LipaGo may coordinate with the relevant Bus Operator. Where a complaint remains unresolved, the customer may have the right to escalate the matter to the applicable competent authority.

25. Regulatory Compliance

LipaGo shall operate subject to applicable Tanzanian laws, regulations, licences, approvals and regulatory directions. For online ticketing, the platform is intended to comply with applicable LATRA requirements, including the Online Ticketing Regulations, 2024 and applicable system integration requirements.

LATRA has publicly stated that online ticketing systems must be approved and integrated with the relevant government ticketing and revenue systems, and that approved providers are required to meet legal, interoperability and cybersecurity requirements. LipaGo's final regulatory configuration shall be aligned with the requirements applicable at the time of launch and throughout operation.

26. Force Majeure

Neither iMartGroup nor a Bus Operator shall be responsible for failure or delay caused by circumstances beyond reasonable control, including natural disasters, severe weather, fire, epidemic or pandemic restrictions, war, terrorism, civil unrest, government action, road closures, major telecommunications or power failures, cyber incidents, labour disruptions or failures of third-party infrastructure.

27. Third-Party Services and Links

LipaGo may integrate with or depend on third-party services, including payment providers, telecommunications providers, mapping services, notification services, identity services, cloud infrastructure and regulatory systems. Such services may have their own terms and privacy policies.

28. Amendments to These Terms

iMartGroup may update these Terms to reflect changes in services, technology, business operations, law or regulatory requirements. Material changes will be communicated through the platform or other appropriate channels where required. The updated Terms will become effective from the date stated in the revised version.

29. Suspension and Termination

A customer may stop using LipaGo at any time, subject to completion of outstanding transactions. iMartGroup may suspend or terminate access where required for security, legal, regulatory, operational or contractual reasons. Termination does not remove obligations or rights that arose before termination.

30. Governing Law and Dispute Resolution

These Terms shall be governed by the laws applicable in the United Republic of Tanzania, subject to the applicable jurisdiction for the customer, transaction and service. The parties should first attempt to resolve disputes through good-faith discussion and the LipaGo complaints process. Where a dispute cannot be resolved, it may be referred to the competent court, tribunal, regulator or other lawful dispute-resolution mechanism with jurisdiction.

31. General Corporate Terms - iMartGroup Ltd.

iMartGroup Ltd. is the mother/parent company and corporate owner of the LipaGo business and forms part of the wider iMartGroup ecosystem. iMartGroup provides technology, governance, operational management and, where applicable, payment, telecommunications and digital service capabilities supporting its products.

LipaGo is a product/service operated under iMartGroup Ltd. and does not constitute a separate legal person unless separately incorporated and stated otherwise. Contracts, invoices, notices and legal obligations relating to LipaGo may therefore be issued or administered by iMartGroup Ltd.

The wider iMartGroup ecosystem may include digital payment services such as LipaPay, customer engagement and telecom services such as SMS, USSD and short codes through OneClick, agency/POS services such as LipaWakala, and hosting/cloud services such as iHost. The availability of any such service is subject to its own applicable terms, licences, approvals and agreements.

Where LipaGo uses another iMartGroup service, the terms applicable to that service may apply in addition to these LipaGo Terms. In the event of a conflict, the specific terms applicable to the relevant transaction or regulated service shall prevail to the extent of that conflict.

32. Notices and Contact

Official notices concerning LipaGo may be communicated through the LipaGo website, customer account, email, SMS, in-platform notification or other reasonable communication channel. Customers should use the official LipaGo/iMartGroup support channels published on the platform for complaints, refund requests, account issues and other service matters.

Registered company

iMartGroup Ltd.

Service

LipaGo — Online Bus Ticketing Platform

Parent company

iMartGroup Ltd.

Country of operation

Tanzania

Customer support

+255 800 750 376 · support@lipago.co.tz

Website

lipago.co.tz

33. Customer Acknowledgement

By using LipaGo, the customer confirms that they have read and understood these Terms and agree to comply with them. The customer also acknowledges that LipaGo is a digital booking and ticketing platform and that the actual transport service is provided by the relevant Bus Operator.

34. Summary of iMartGroup Ltd. - The Mother Company

iMartGroup Ltd. is the parent company behind LipaGo. The company operates a technology and digital services ecosystem that combines telecommunications, digital payments, customer engagement, agency/POS and hosting capabilities. Through its product portfolio, iMartGroup provides businesses and customers with technology-enabled services designed to connect, transact, communicate and operate digitally.

Within this ecosystem, LipaGo is positioned as the travel and online bus ticketing platform, while LipaPay supports digital payment capabilities where applicable. OneClick supports customer engagement through telecom channels, LipaWakala supports POS/agent services, and iHost provides hosting and cloud-related services. These products may operate independently or integrate to provide an end-to-end digital service experience.

The LipaGo platform is therefore part of the broader iMartGroup digital ecosystem, with iMartGroup Ltd. remaining the corporate entity responsible for governance, technology and administration of the LipaGo service, subject to all applicable laws, licences, approvals and regulatory requirements.

35. Version Control

36. Legal Review Note

This document is intended as a comprehensive operational and commercial draft. Before publication, iMartGroup should have the document reviewed by qualified Tanzanian legal counsel and, where applicable, align the final wording with LATRA's approval/licensing conditions, Bus Operator agreements, payment service terms, privacy documentation, refund rules and any other regulatory requirements.