Legal & Policies

Terms of use

These terms govern use of GUZO’s food delivery, package delivery, ride, group-trip, business, rental and assisted-booking services. A booking or account is accepted only when GUZO confirms it in the app, web flow or call-centre record. Service availability, fares, fees, taxes, delivery areas and safety requirements may differ by city and service and are disclosed before confirmation where applicable.

Account and booking responsibility

Users must provide accurate contact, pickup, destination, recipient, payment and eligibility information; protect account credentials and verify authorised users. The account holder is responsible for bookings made through the account, subject to applicable law and a documented fraud review.

Applicable framework

This draft is designed to be reviewed against, among other applicable instruments, Ethiopia’s Constitution, Consumer Protection Proclamation No. 813/2013, Electronic Transaction Proclamation No. 1205/2020, Personal Data Protection Proclamation No. 1321/2024, tax, transport, road-safety, commercial, insurance and sector-licensing requirements. A legal citation is not a statement that every obligation has been finalised or applies in every circumstance.

Refunds & cancellations

GUZO will show the relevant price, fees and cancellation information before confirmation. A customer may request cancellation through the app or support. Whether a refund is available depends on the service stage, payment status, merchant preparation, driver dispatch, safety, evidence and mandatory consumer rights.

• For food or perishable goods, cancellation may be limited after preparation begins; quality, missing-item and incorrect-order complaints are assessed on their facts.
• For packages and rides, any cancellation fee must be shown before booking or before the fee is applied, unless an emergency or fraud response is required.
• Approved refunds are returned through the original payment method where practicable, or another lawful documented method. Provider processing time may apply.

Service review matrix — no amounts approved

Privacy notice

GUZO processes only the information reasonably needed to create accounts, provide and secure services, take payments, support users, prevent fraud, meet lawful obligations and improve reliability. This may include account and contact details, booking details, locations, communications, payment status, device data, ratings, proof-of-delivery and verification records.

Sharing and retention

Information is shared on a need-to-know basis with the relevant merchant, rider/driver, recipient, business customer, payment provider, map or communications provider, and competent authorities when lawfully required. GUZO does not sell personal data. Records are retained only for stated operational purposes and applicable legal, tax, accounting, safety, dispute and fraud-prevention periods.

Choices

Users may request access, correction, deletion or information about processing through the complaints channel, subject to lawful retention and identity verification. Location and notifications can be controlled in device settings, but service features may not work without them. The final notice must identify the data controller, contact route, retention schedule, processor list, cross-border transfers and rights procedure after Ethiopian counsel review.

Cookies & similar technologies

GUZO uses essential browser storage and similar technologies only as needed for security, accessibility, language and theme preferences, session continuity and fraud prevention. Any analytics, advertising or non-essential technology must be documented, lawful and subject to the appropriate notice or choice before it is enabled.

Food delivery & package delivery

Merchants remain responsible for their products, menus, lawful business operation, food preparation, allergens, packaging and required disclosures. GUZO facilitates ordering, dispatch and support. Customers must provide accurate recipient and address details. Sender and recipient must not send prohibited items. Delivery proof, handover codes, photos or signatures may be used where disclosed and lawful.

GUZO does not guarantee every item’s availability, preparation time or a particular delivery time. It will communicate material changes reasonably and handle consumer complaints fairly.

Normal ride services

Ride requests are subject to local availability, driver acceptance, lawful licensing, vehicle eligibility and safety controls. The displayed estimate is not final where the booking flow explains that time, distance, tolls, route changes, waiting time, damage, cleaning or other lawful disclosed charges affect the fare. Passengers and drivers must follow road-safety rules, use seat belts where available and avoid unsafe conduct.

Private & matching group trips

A private group trip is booked by an organiser for named or permitted passengers. A matching group trip may place compatible passengers in one vehicle only after the product, price, matching criteria, pickup order, data sharing and cancellation conditions are transparently presented. GUZO will not promise a match; a matching request may be changed, cancelled or offered an alternative where no safe, lawful match is available.

Riders & drivers

Riders and drivers must be approved, meet the relevant age, licence, vehicle, registration, insurance, safety and tax requirements, maintain accurate records and use customer information only to complete the relevant service. They must not drive or ride unsafely, discriminate, harass, carry prohibited items or collect off-platform payments except where GUZO expressly permits a documented cash process.

Independent-contractor, employment, insurance, earnings, withholding, benefits and dispute terms require a separate locally reviewed agreement; this page does not determine legal employment status.

Merchant terms

Merchants must keep menus, prices, stock, preparation times, licences, tax information, food-safety information and contact details accurate. They may use customer data only to fulfil the relevant order and resolve support issues. Commission, settlement, promotions, refunds, quality, service levels, suspension and termination must be covered by a separate signed merchant agreement.

Business accounts & subscriptions

An authorised business administrator is responsible for users, booking controls, billing contacts and approved payment methods on its account. Subscription features, invoices, credit limits, service levels, cancellation, data access and employee/guest permissions are controlled by the applicable business order form or agreement. GUZO may require business verification before enabling invoicing or account credit.

Teen & school transport

This service must not launch until Ethiopian counsel has approved its safeguarding, consent, licensing, insurance, supervision, emergency-contact, data-minimisation and incident-response framework. A parent, guardian or duly authorised school representative must make or approve the booking where required. GUZO must not treat a driver’s background check or live tracking as a substitute for guardian, school or emergency supervision.

Hotel & guest-house transport

Hotels and guest houses may book transport for guests only with appropriate authority and accurate guest, pickup, destination and payment instructions. They must provide a lawful privacy notice where they share guest information. GUZO, the property and the guest each retain their respective responsibilities under the agreed booking and applicable law.

Car rental

GUZO offers vehicle rental only; it does not offer homes, apartments, landlords, tenants, property listings or accommodation rental. Vehicle rental is available only under a separate written rental agreement covering driver eligibility, licence checks, deposit, inspection, insurance, permitted use, fuel, mileage, damage, return, roadside assistance and claims. No vehicle is confirmed until the required checks and agreement are completed.

Promotions, subscriptions & credit

Promotions, referral benefits, loyalty points, vouchers, subscription benefits and account credits are subject to disclosed eligibility, expiry, limits, service area, non-transferability and anti-fraud rules. Unless required by law or expressly stated, they are not cash, are not redeemable for cash and may be withdrawn or corrected for error, fraud or abuse. GUZO will not make misleading price, saving or availability claims.

Safety & respectful conduct

Threats, harassment, discrimination, fraud, dangerous driving or riding, intoxication, violence, sexual misconduct, misuse of personal data and interference with a trip or delivery are prohibited. GUZO support is not an emergency service. In an immediate emergency, contact local emergency services first, then report the incident to GUZO when safe.

Prohibited items

Do not use GUZO to send or transport illegal goods; weapons; explosives; dangerous chemicals; controlled substances; stolen goods; cash or negotiable instruments above a lawful disclosed limit; unsafe, leaking, perishable or improperly packed items; items requiring a permit GUZO has not accepted; or anything that risks people, vehicles or property. GUZO may refuse, cancel, isolate or report a prohibited item where lawful and necessary for safety.

Complaints, support & disputes

Use in-app order help or GUZO Support promptly and include the booking reference, a clear description and available evidence. GUZO will acknowledge, investigate and communicate an outcome through a documented process. Nothing in this page limits non-waivable consumer rights or a user’s right to approach the competent Ethiopian authority or court. The final policy must state the responsible entity, contact address, response targets and escalation route.

Law-enforcement & lawful requests

GUZO discloses personal or operational information only when required by applicable law, a valid legal process, or an urgent lawful safety need. Requests are assessed, recorded, limited to what is necessary and challenged or narrowed where appropriate and lawful. GUZO will notify affected users when legally permitted and safe to do so.

Verification, restriction & suspension

GUZO may verify identity, contact details, licences, vehicle records, merchant/business authority, payment ownership and safety information using lawful, proportionate methods. It may restrict, suspend or close an account or booking for safety, fraud, non-payment, inaccurate information, policy breach, legal compliance or operational risk. Except where urgent action is needed, GUZO will provide a reason and a reasonable review route. Decisions must not be based on protected characteristics or unlawful discrimination.

Effective date: to be inserted only after Ethiopian lawyer approval and authorised publication. GUZO must maintain a version history and give legally required notice of material changes.