ROVO E-HAILING LIMITED
CUSTOMER TERMS AND CONDITIONS OF USE
Effective Date: 15 October 2026
Last Updated: 15 October 2026
Website: https://www.rovo.co.ke
Application: ROVO Customer App
Country of Operation: Kenya
1. INTRODUCTION
Welcome to ROVO.
These Terms and Conditions (“Terms”) govern your access to and use of the ROVO customer mobile application, website and associated ride-hailing services operated by ROVO E-Hailing Limited (“ROVO”, “we”, “our” or “us”).
ROVO is a technology platform that connects customers with drivers and eligible transport service providers for the arrangement of transportation services through the ROVO platform.
By registering for an account, accessing the application, requesting a ride or otherwise using our services, you agree to these Terms.
If you do not agree to these Terms, you must not use the ROVO platform.
These Terms must be read together with our Privacy Policy and any additional terms, policies or service-specific conditions displayed in the application.
2. DEFINITIONS
For the purposes of these Terms:
“Application” or “App” means the ROVO customer mobile application and associated software.
“Customer”, “Passenger”, “you” or “your” means any individual who accesses or uses the ROVO platform to request or receive a service.
“Driver” means a driver authorised to accept and fulfil ride requests through the ROVO platform.
“Ride” or “Trip” means a transportation service requested through the ROVO platform.
“Platform” means the ROVO application, website, software, systems and related digital services.
“Fare” means the amount payable for a ride, including any disclosed applicable fees, surcharges or adjustments.
“Services” means ride-hailing and other transportation-related services made available through ROVO.
“Service Categories” means the ride options displayed in the App, which may include Economy, Comfort and Premium.
“Third-Party Provider” means an independent payment provider, technology provider or other service provider involved in supporting the platform or fulfilling a service.
3. ELIGIBILITY AND CUSTOMER REGISTRATION
3.1 You must be legally eligible to enter into a binding agreement under applicable law to create and operate a customer account.
3.2 You must provide accurate, complete and current information during registration.
3.3 ROVO may request reasonable information to verify your identity, prevent fraud, protect users or meet legal and regulatory obligations.
3.4 You are responsible for maintaining the confidentiality of your login credentials and verification codes.
3.5 You must notify ROVO promptly if you suspect unauthorised access to your account.
3.6 You must not create an account using another person’s identity, operate multiple accounts to circumvent restrictions, or provide false or misleading information.
3.7 You must not sell, transfer, rent or otherwise permit unauthorised use of your customer account.
3.8 ROVO may restrict, suspend or decline an account where reasonably necessary for security, suspected fraud, legal compliance or a material breach of these Terms. Where appropriate and legally permitted, we will provide notice and an opportunity to address the issue.
4. DESCRIPTION OF ROVO SERVICES
4.1 ROVO enables customers to request transportation through the App and, where available, connects customers with suitable drivers.
4.2 Available services, vehicle categories and operating locations may vary according to driver availability, location, operating conditions and applicable authorisations.
4.3 The App may offer the following categories:
- Economy Ride: An affordable transportation option for everyday journeys.
- Comfort Ride: A ride option intended to provide an enhanced level of comfort, subject to vehicle availability and the category displayed.
- Premium Ride: A higher-tier option intended for customers seeking an executive or premium travel experience, subject to availability and the specifications displayed in the App.
4.4 Each category may have different fares, vehicle requirements, availability and service features.
4.5 ROVO does not guarantee that every category will be available at every location or at all times.
4.6 ROVO may introduce, modify, suspend or discontinue a service or feature, subject to applicable law and any contractual commitments already made to customers.
4.7 A booking request is not confirmed until the App indicates that it has been accepted or confirmed in accordance with the applicable booking process.
5. BOOKING A RIDE
5.1 You must enter accurate pickup and destination information when requesting a ride.
5.2 Before commencing a booked trip, you should review the driver and vehicle information presented in the App, including the driver’s name and photograph, vehicle make and model, vehicle registration number and estimated fare, as applicable.
5.3 You should confirm that the arriving driver and vehicle match the details displayed in the App before entering the vehicle.
5.4 If the driver or vehicle details do not match, do not enter the vehicle. Report the discrepancy through ROVO’s support or safety channels.
5.5 You must use the App’s designated booking process. A driver accepting your request does not authorise you to change the agreed trip in a way that violates these Terms or applicable law.
5.6 You are responsible for selecting the correct pickup and destination locations and reviewing any route or fare information presented to you.
5.7 You should be ready at the agreed pickup location when the driver arrives.
5.8 Where necessary, the driver may contact you through an authorised communication feature to locate you or clarify pickup arrangements.
5.9 ROVO may cancel or decline a booking where the requested service is unavailable, the pickup or destination is inaccessible, there is a safety concern, or another legitimate operational or legal reason applies.
6. FARES, PRICING AND CHARGES
6.1 The estimated fare or applicable pricing information will be displayed before you accept a ride, where required and supported by the booking flow.
6.2 The final fare may differ from the initial estimate where the disclosed pricing method allows adjustments for factors such as trip distance, duration, route changes, waiting time, applicable tolls or other clearly disclosed charges.
6.3 Any applicable booking fee, cancellation fee, waiting charge, toll, surcharge or other additional charge must be communicated transparently before it is imposed, as required by law.
6.4 ROVO will not knowingly impose an undisclosed charge in violation of applicable consumer protection law.
6.5 If you change your destination or request a significant route alteration during a trip, the fare may be recalculated in accordance with the pricing information or adjustment method communicated to you.
6.6 Promotional fares, discounts, referral rewards and voucher offers are subject to their stated eligibility requirements, validity periods and redemption conditions.
6.7 Promotions must not be used fraudulently, transferred contrary to their conditions or combined with other offers where expressly prohibited.
6.8 If you believe a fare is incorrect, you may submit a fare review request through the App or an official ROVO support channel.
6.9 ROVO will review fare disputes fairly, using available trip records, applicable pricing rules and relevant information from the customer and driver.
6.10 Any pricing or service fee arrangements will be implemented subject to applicable Kenyan law and relevant regulatory requirements.
7. PAYMENT TERMS
7.1 You must pay the applicable fare and any properly disclosed charges for completed rides.
7.2 ROVO may support one or more payment methods, such as mobile money, electronic payments, cards or cash, depending on the options displayed in the App.
7.3 You must use an authorised payment method and provide accurate payment information where required.
7.4 Where an electronic payment is selected, you authorise the relevant payment provider to process the transaction in accordance with the applicable payment flow and its terms.
7.5 You must not use stolen payment details, unauthorised payment accounts or fraudulent payment methods.
7.6 If a payment fails, is reversed or remains outstanding, ROVO may request an alternative lawful payment method or temporarily restrict further bookings where reasonably necessary.
7.7 Any amount genuinely disputed by a customer will be reviewed in accordance with ROVO’s dispute procedures and applicable law. A disputed amount will not automatically be treated as proof of customer misconduct.
7.8 Customers should retain their electronic receipts and transaction references when seeking assistance.
7.9 ROVO will provide a trip receipt in accordance with applicable requirements. The receipt may include the fare, applicable fees, date and time, pickup and destination details, driver and vehicle information, trip duration and distance.
7.10 Refunds, where approved or legally required, will be processed through an appropriate payment method and within the applicable timeframe communicated to the customer.
8. CANCELLATIONS AND WAITING TIME
8.1 You may cancel a ride through the App, subject to the cancellation process displayed.
8.2 A cancellation fee may apply only where the applicable conditions have been clearly disclosed, the fee is lawfully chargeable and the circumstances justify its application.
8.3 Before confirming a cancellation, you should review any applicable fee displayed in the App.
8.4 A cancellation fee may be considered where, for example, a driver has already travelled towards the pickup location or has arrived and waited beyond a clearly disclosed free waiting period.
8.5 ROVO will consider legitimate reasons for cancellation, including a driver or vehicle mismatch, a safety concern, a material delay, a technical problem or a driver’s failure to fulfil the booking.
8.6 Customers will not be charged a cancellation fee merely for exercising a lawful right or reporting a genuine safety concern.
8.7 Drivers may cancel a booking for legitimate reasons, including safety concerns, inaccessible pickup locations, vehicle problems or circumstances beyond their reasonable control.
8.8 ROVO may investigate repeated cancellations or misuse of the booking system where necessary to protect platform reliability.
9. CUSTOMER CONDUCT
When using ROVO, you agree to:
9.1 Treat drivers, other passengers and ROVO personnel respectfully.
9.2 Refrain from harassment, threats, intimidation, violence, discrimination or abusive behaviour.
9.3 Refrain from damaging, tampering with or misusing a vehicle or any property belonging to a driver or third party.
9.4 Follow reasonable safety instructions and applicable traffic and transport laws.
9.5 Avoid distracting the driver or interfering with the safe operation of the vehicle.
9.6 Refrain from carrying prohibited, illegal or dangerous items, except where expressly permitted by law and the relevant service conditions.
9.7 Avoid requesting a driver to commit an unlawful act, violate traffic rules or exceed lawful vehicle capacity.
9.8 Provide truthful information when reporting a complaint, accident, safety incident or fare dispute.
9.9 Refrain from using ROVO to facilitate criminal activity, fraud, stalking, exploitation or other unlawful conduct.
9.10 Respect the privacy and personal information of drivers and other passengers.
9.11 Avoid recording, photographing or publishing another person’s identifiable information in circumstances that violate applicable privacy laws or safety requirements.
ROVO may take proportionate action where there is credible evidence of a breach of these requirements, subject to applicable law and fair handling of complaints.
10. PASSENGER AND ROAD SAFETY
10.1 Your safety is important to ROVO. However, no transport service can eliminate every risk associated with road travel.
10.2 Before entering a vehicle, check the driver’s identity, vehicle registration and other available booking details.
10.3 Wear a seat belt where one is provided and required by law.
10.4 Do not ask the driver to operate the vehicle in an unsafe or unlawful manner.
10.5 Inform the driver of any relevant pickup or accessibility requirements before the journey where reasonably possible.
10.6 If you believe you are in immediate danger, contact the appropriate emergency services and use any available in-App safety feature.
10.7 Report accidents, dangerous driving, harassment, suspected impersonation or other safety concerns to ROVO as soon as reasonably possible.
10.8 ROVO may review relevant booking records and cooperate with competent authorities where legally justified.
10.9 ROVO does not guarantee a particular journey time, route, traffic condition or arrival time.
10.10 Nothing in these Terms excludes any duty or liability that ROVO or another party cannot lawfully exclude.
11. ACCESSIBILITY AND NON-DISCRIMINATION
11.1 ROVO aims to provide its services fairly and without unlawful discrimination.
11.2 Customers must not be discriminated against on grounds prohibited by applicable law.
11.3 Customers who require accessibility assistance should communicate their needs through the available booking or support channels.
11.4 Availability of particular accessible vehicles or specialised assistance may vary, and ROVO will handle such requests in accordance with applicable legal requirements.
11.5 Any customer or driver concerns relating to discrimination or accessibility may be reported through official ROVO support channels.
12. LOST PROPERTY
12.1 Customers are responsible for checking their belongings before leaving a vehicle.
12.2 If you leave an item behind, report it through the App or an official ROVO support channel and provide a description of the item and the relevant trip details.
12.3 ROVO may facilitate communication between you and the driver where appropriate and lawful.
12.4 The return of lost property may depend on the driver’s cooperation, the availability of the item and practical arrangements for its recovery.
12.5 Reasonable and lawful costs associated with returning an item may be payable by the customer if communicated in advance.
12.6 ROVO does not guarantee recovery of every lost item and is not responsible for loss attributable to circumstances outside its lawful responsibility.
12.7 Items reasonably suspected to be illegal, dangerous or unlawful to possess may be handled in accordance with applicable law.
13. COMPLAINTS, REFUNDS AND DISPUTES
13.1 Customers may raise complaints concerning fares, driver conduct, cancellations, payments, lost property, safety or the quality of service.
13.2 Complaints should include sufficient information to identify the relevant trip, such as the booking reference, date, issue and supporting evidence where available.
13.3 ROVO will maintain appropriate customer support channels and handle complaints in accordance with applicable legal requirements.
13.4 Where a complaint concerns a disputed fare, ROVO may review the booking record, pricing information, trip details and relevant statements from the parties.
13.5 Refunds will be assessed according to the circumstances, applicable ROVO policies, payment records and legal obligations.
13.6 A refund is not automatic merely because a customer requests one. However, ROVO will provide refunds where required by law or where justified under the applicable refund policy.
13.7 Customers should not submit knowingly false complaints or fabricate evidence to obtain a refund or other benefit.
13.8 If a complaint is not resolved through ROVO’s internal process, the customer may pursue any available legal or regulatory remedy.
13.9 Nothing in these Terms prevents a customer from exercising rights available under Kenyan consumer protection law.
14. PRIVACY AND PERSONAL INFORMATION
14.1 ROVO may collect and process personal information necessary to register customers, coordinate rides, process payments, support safety, prevent fraud and improve its services.
14.2 Relevant information may be shared with drivers and authorised service providers to the extent necessary to fulfil a booking or provide a requested service.
14.3 ROVO will handle personal information in accordance with its published Privacy Policy and applicable data protection law.
14.4 Customers should review the Privacy Policy at www.rovo.co.ke to understand their rights and how their information is handled.
14.5 Customers must not misuse another person’s personal information obtained through the platform.
14.6 Requests concerning access, correction, deletion or other data protection rights may be submitted through ROVO’s official privacy contact channels, subject to applicable law.
15. PROHIBITED USE OF THE APP
You must not:
15.1 Attempt to hack, disrupt, overload or compromise the App or its systems.
15.2 Use automated tools, bots or unauthorised software to manipulate bookings, pricing, promotions or platform activity.
15.3 Reverse engineer, copy, modify or distribute protected software or content except as permitted by law or expressly authorised by ROVO.
15.4 Create false accounts or manipulate ratings, reviews, referrals or promotional offers.
15.5 Impersonate a driver, customer, ROVO employee or other individual.
15.6 Interfere with another person’s use of the App.
15.7 Use the platform for illegal purposes or in violation of applicable laws.
15.8 Attempt to obtain another user’s account information, private communications or payment details without lawful authority.
15.9 Circumvent a lawful account restriction or security measure.
ROVO may investigate suspected misuse and take appropriate action, including account restrictions, suspension, termination or referral to competent authorities where justified.
16. RATINGS AND CUSTOMER FEEDBACK
16.1 Customers may be invited to rate drivers and provide feedback following a trip.
16.2 Ratings and reviews should be honest, relevant and based on the customer’s actual experience.
16.3 Customers must not submit defamatory, threatening, discriminatory, fraudulent or knowingly false feedback.
16.4 ROVO may moderate or remove feedback that violates these Terms or applicable law, subject to fair and appropriate procedures.
16.5 Feedback may be used to assess service quality, identify problems and improve platform operations in accordance with the Privacy Policy.
17. THIRD-PARTY SERVICES
17.1 The ROVO platform may rely on third-party services for mapping, payment processing, communications, hosting or other technical functions.
17.2 Third-party services may be governed by their own terms and privacy policies.
17.3 ROVO will take appropriate steps to manage third-party arrangements relevant to its own legal obligations.
17.4 ROVO is not responsible for independent third-party acts or omissions to the extent that liability may lawfully be excluded, but this does not limit any responsibility imposed on ROVO by applicable law.
18. PLATFORM AVAILABILITY AND TECHNICAL ISSUES
18.1 ROVO will make reasonable efforts to maintain a functional and reliable platform.
18.2 The App may occasionally be unavailable because of maintenance, network problems, system upgrades, cyber incidents, third-party failures or other circumstances.
18.3 ROVO does not guarantee uninterrupted or error-free operation of the App.
18.4 Customers are responsible for maintaining a compatible device, a suitable internet connection and any necessary device permissions.
18.5 Where a technical issue affects a booking or payment, customers should contact support and provide the relevant transaction or booking reference.
18.6 ROVO may implement updates, security patches and changes necessary for the operation of the platform.
19. INTELLECTUAL PROPERTY
19.1 The ROVO name, logos, trademarks, software, interface designs, written content and other protected platform materials are owned by or licensed to ROVO or the relevant rights holders.
19.2 Access to the App grants you a limited, personal, non-exclusive, non-transferable and revocable right to use it for its intended lawful purpose.
19.3 You must not commercially exploit ROVO’s intellectual property or reproduce protected materials without appropriate authorisation, except as permitted by law.
19.4 Nothing in these Terms transfers ownership of ROVO intellectual property to you.
20. ACCOUNT SUSPENSION AND TERMINATION
20.1 You may stop using ROVO and request account closure through the available account settings or official support channels.
20.2 ROVO may suspend or terminate an account where reasonably necessary because of a material breach of these Terms, suspected fraud, security risks, unlawful conduct or a legal or regulatory requirement.
20.3 Where reasonably practicable and legally permitted, ROVO will communicate the reason for a suspension or termination and provide an appropriate channel to challenge the decision.
20.4 ROVO may temporarily restrict access while investigating a credible safety, security or fraud concern.
20.5 Account closure does not automatically extinguish outstanding lawful payment obligations, unresolved disputes or record-retention obligations.
20.6 Personal information associated with a closed account will be handled according to the Privacy Policy and applicable retention requirements.
20.7 Customers retain any rights that cannot lawfully be removed by account suspension or termination.
21. LIMITATION OF LIABILITY
21.1 ROVO will perform its platform obligations with the care required by applicable law.
21.2 To the extent permitted by law, ROVO is not responsible for losses arising solely from circumstances beyond its reasonable control, including external network failures, traffic delays or independent third-party acts for which ROVO bears no legal responsibility.
21.3 Where a driver or other service provider acts independently, responsibility for that party’s conduct will be determined by the applicable law and the circumstances of the incident.
21.4 Nothing in these Terms excludes or restricts liability for fraud, wilful misconduct, death or personal injury where exclusion is prohibited, or any other liability that cannot lawfully be excluded or restricted.
21.5 Nothing in these Terms removes a customer’s statutory rights or remedies under applicable Kenyan law.
22. INDEMNITY
To the extent permitted by law, you may be responsible for direct losses, damage or reasonable costs suffered by ROVO or another party as a result of your unlawful conduct, fraud, deliberate misuse of the platform or material breach of these Terms.
This clause does not apply to losses caused by ROVO’s own breach, negligence or other conduct for which ROVO is legally responsible. Any claim under this clause must be assessed in accordance with applicable law.
23. FORCE MAJEURE
ROVO will not be treated as having breached these Terms solely because performance is delayed or prevented by circumstances beyond its reasonable control, such as natural disasters, civil emergencies, widespread telecommunications failures, government restrictions or other comparable events.
ROVO will take reasonable steps to mitigate the impact where practicable.
This clause does not remove any statutory customer rights or payment or refund obligations that continue to apply under law.
24. CHANGES TO THESE TERMS
24.1 ROVO may update these Terms to reflect changes in its services, technology, operational requirements or applicable law.
24.2 The latest version will be published on www.rovo.co.ke or made available through the App.
24.3 The revised version will state its effective date.
24.4 Where required by law or where a material change requires additional notice or consent, ROVO will take the appropriate steps before implementing the change.
24.5 Your continued use of the platform after revised Terms become effective may constitute acceptance where legally valid and where the required notice and consent procedures have been followed.
24.6 If you do not agree to revised Terms, you should discontinue use of the affected service, subject to any existing obligations and applicable law.
25. GOVERNING LAW AND DISPUTE RESOLUTION
25.1 These Terms are governed by the laws of Kenya.
25.2 If a dispute arises, the customer and ROVO should first attempt to resolve it through the official customer support process.
25.3 Where appropriate, the parties may consider good-faith negotiations, mediation or another lawful dispute resolution procedure.
25.4 If the dispute cannot be resolved amicably, either party may pursue the remedies available before a competent court or other authorised forum in Kenya.
25.5 Nothing in this clause prevents a customer from approaching a competent regulator, consumer protection authority or court where entitled to do so.
26. GENERAL PROVISIONS
26.1 Entire agreement: These Terms, together with applicable service-specific conditions and the Privacy Policy, govern your use of the ROVO platform.
26.2 Severability: If a provision is held invalid or unenforceable, the remaining provisions will continue to apply to the extent permitted by law.
26.3 No waiver: A failure to enforce a provision immediately does not automatically waive the right to enforce it later.
26.4 Assignment: You may not transfer your rights or obligations under these Terms without ROVO’s consent, except where permitted by law. ROVO may transfer its rights or obligations where lawful and subject to any required safeguards.
26.5 Language: These Terms are drafted in English. If a translation is provided, applicable law will determine how any inconsistency is resolved.
26.6 Statutory rights: These Terms do not replace or override any mandatory rights or protections available under Kenyan law.
27. CONTACT AND CUSTOMER SUPPORT
For booking enquiries, fare disputes, complaints, lost property, account concerns or questions about these Terms, contact ROVO through the official support details published on our website or in the App.
Company: ROVO E-Hailing Limited
Website: https://www.rovo.co.ke
Country: Kenya
Support: Use the customer support channel provided in the ROVO App or the official contact details published on our website.
Please include your booking reference and a clear description of your enquiry where applicable. Do not send passwords, verification codes or unnecessary sensitive information.
28. ACCEPTANCE
By selecting an acceptance option during registration or otherwise using the ROVO platform under a legally valid acceptance process, you confirm that you have had an opportunity to review these Terms and agree to be bound by them to the extent permitted by law.
ROVO E-Hailing Limited
ROVO — Ride. Connect. Go.
Your Destination. Your Choice.