1. Purpose and scope
These Terms govern access to and use of the Routes by Remora mobile application, the website at remoraroutes.com and the services provided through them (together, the Platform).
The Platform is operated by Routes by Remora LTD, a company registered in Ghana with its registered office at 4th Floor, 1 Airport Square, Accra, Ghana (Routes, we, us).
By creating an account or using the Platform you accept these Terms. If you do not accept them, you must not use the Platform.
2. Definitions
Member means any person with a Routes account. Driver means a Member offering seats on a journey they are already making. Passenger means a Member seeking a seat on such a journey. Journey means a trip arranged between a Driver and a Passenger through the Platform. Credits means the prepaid balance a Passenger holds for use on the Platform. Wallet means a Driver's own balance of earnings from completed Journeys, held in their Routes account. Cost Contribution means the amount a Passenger pays towards a Journey. Service Fee means the amount we charge for use of the Platform.
3. Eligibility and account
3.1 You must be at least 18 years old to use the Platform, whether as a Passenger or a Driver, and you must be legally permitted to use it where you are located.
3.2 To act as a Driver you must additionally hold a valid driving licence, be lawfully entitled to drive the vehicle you register, and hold insurance valid for that vehicle and for the carriage of passengers on a cost-shared basis.
3.3 Accounts are personal. You may hold one account, you must not create an account for another person, and you must not permit anyone else to use your account or to drive under your Driver profile.
3.4 Access is authenticated by a code sent to your registered number. You are responsible for keeping your device and telephone number secure and for all activity on your account. Notify us without delay at [email protected] if you believe your account has been accessed by someone else.
4. Identity verification
4.1 All Members complete identity verification before using the Platform. Drivers additionally provide licence and vehicle information.
4.2 Verification outcomes are applied to your account automatically. Where verification is unsuccessful you may retry within the limits applied by our verification provider, and you may request review by contacting us.
4.3 We may suspend access where verification lapses, where documents expire, or where information provided proves inaccurate.
4.4 Personal data collected in the course of verification is handled in accordance with our Privacy Notice.
5. Using the Platform
5.1 The Platform allows Drivers to publish journeys they intend to make and to invite Passengers whose route overlaps. Passengers accept or decline invitations. No Journey is formed until a Passenger accepts.
5.2 Members are responsible for the accuracy of the journey information they provide and for meeting the commitments they make to one another, including attending the agreed pickup at the agreed time.
5.3 We do not guarantee that a Passenger will find a Driver, that a Driver will find Passengers, or that any Journey will take place.
6. Non-commercial use by Drivers
6.1 The Platform exists to share the cost of journeys Drivers are already making. It is not a means of carrying passengers for profit.
6.2 Drivers must not derive profit from use of the Platform. Cost Contributions are set so as to share the costs of the Journey, and must not exceed them.
6.3 Drivers must not use the Platform to operate a taxi, ride-hailing, private hire or other commercial passenger transport business, must not solicit passengers outside the Platform, and must not accept payment outside the Platform.
6.4 Drivers must not carry more Passengers than the seats declared, and in any event no more than the vehicle may lawfully and safely carry, and must not deviate materially from the published route without the agreement of the Passengers carried.
7. Financial conditions
7.1 The Platform is cashless. Cash must not be exchanged for a Journey.
7.2 Passengers purchase Credits through our payment provider. Credits are a prepaid balance for use on the Platform. They are not legal tender and do not bear interest.
7.2.1 Credits may be transferred to another Member using that Member's Routes account identifier. Check the recipient's identifier before confirming a transfer: transfers take effect immediately and cannot be cancelled once made. Only Credits that are not held against a Journey may be transferred, and Credits may not be transferred to or from an account that is suspended or closed. Earnings in a Driver's Wallet are not transferable and may only be withdrawn in accordance with clause 7.6.
7.3 The Cost Contribution for a Journey is calculated by reference to its distance, subject to a minimum, and is displayed before a Passenger confirms. Pricing does not vary with demand. We may change the way Cost Contributions are calculated; changes apply only to Journeys booked afterwards.
7.4 On acceptance of an invitation the Cost Contribution is held against the Passenger's Credits and released to the Driver on completion of the Journey. Where a Journey does not complete, the amount held is returned to the Passenger's balance in accordance with clause 8.
7.5 We deduct a Service Fee. The current Service Fee is displayed in the Platform before you confirm a Journey.
7.6 Driver earnings are credited to the Driver's Wallet on completion of a Journey and may be withdrawn to a nominated mobile money or bank account. Withdrawals are executed by our payment provider and are subject to its checks and processing times. We may withhold a withdrawal while we investigate suspected fraud, a dispute, or a legal or regulatory requirement, and will inform you where we do so.
7.7 We may offer promotional credits, bonuses and referral rewards. The conditions applying to each are stated when it is offered. Such benefits carry no cash value unless and until those conditions are satisfied, may be varied or withdrawn prospectively, and may be cancelled where obtained through fraud, self-referral or other misuse.
7.8 Credits are non-refundable and do not expire. We do not refund unused Credits on request, and Credits remain available for use for as long as your account is open. This clause does not apply to Driver earnings, which are dealt with in clause 7.6.
7.9 Where your account is closed, whether by you or by us for any reason other than your breach of these Terms, we will return any remaining Credits and any remaining balance in your Wallet to you, by the means used for the original payment or by another means agreed with you. Payment is subject to completion of any investigation under clause 7.6.
7.10 Nothing in this clause 7 affects rights you have under applicable consumer protection law that cannot lawfully be excluded.
8. Cancellation
8.1 A Journey may be cancelled by either Member before it begins. Where a Journey is cancelled before completion, amounts held against the Passenger's Credits are released back to the Passenger's balance.
8.2 No charge currently applies where a Journey is cancelled. Repeated cancellation, failure to attend an agreed pickup, or other conduct causing loss or inconvenience to other Members may affect your rating and may result in measures under clauses 11 and 13. We may introduce cancellation or no-show charges in future; any such charge will be notified in advance and will apply only to Journeys booked afterwards.
9. Conduct
9.1 Members must treat one another with respect, comply with applicable law, and act safely at all times.
9.2 You must not: use the Platform while unfit to travel or to drive; harass, threaten, discriminate against, endanger or cause harm to any person; smoke, vape or consume alcohol or drugs in a vehicle without the Driver's agreement; damage any vehicle or property; carry unlawful items; record another Member without their consent; use the Platform to advertise, solicit or recruit; arrange payment outside the Platform; create false accounts or manipulate ratings, referrals or promotions; or attempt to access, disrupt or interfere with the Platform or its security.
9.3 Drivers must not drive a vehicle that is unroadworthy, uninsured or unregistered, and must not permit any other person to drive under their Driver profile.
9.4 Where you consider yourself to be at risk, end the Journey and reach a place of safety before contacting us. In an emergency, contact the emergency services first.
10. Ratings, reviews and content
10.1 Members rate one another following each Journey, and ratings inform future matching.
10.2 Reviews and messages must relate to the Journey and must be honest. You must not submit content that is unlawful, abusive, threatening, harassing, defamatory, discriminatory, hateful, deceptive, sexually explicit, or that discloses another person's information without their consent, and you must not use in-app messaging for any purpose other than arranging a Journey.
10.3 You grant us a non-exclusive, worldwide, royalty-free licence to host, store, reproduce and display content you submit, for the purposes of operating, promoting and improving the Platform. This licence does not permit us to sell or sublicense your content independently of the Platform. You warrant that you hold the rights necessary to grant it.
11. Reporting and moderation
11.1 Content and conduct may be reported to [email protected] or through the reporting features of the Platform. Reports should contain sufficient information to identify the matter complained of.
11.2 We may remove or restrict content, limit access to features, or suspend or terminate accounts where these Terms, applicable law, or the safety of Members requires. Decisions to suspend or terminate an account are taken by a person and not by automated means alone.
11.3 Where we take such a measure against you, we will inform you of the measure, the reasons for it and how to challenge it. Appeals may be submitted to [email protected] and will be reviewed, with reasons provided.
12. Our role
12.1 We are not a transport provider. We do not own or operate vehicles, we do not employ Drivers, and we do not provide carriage of passengers. We provide a platform through which Members arrange Journeys between themselves.
12.2 Drivers are not our employees, workers, agents or subcontractors. They are private individuals using their own vehicles for journeys they have chosen to make, and they decide whether, when and where to drive and whom to invite.
12.3 Any contract for a Journey is concluded between the Driver and the Passenger, and we are not a party to it. Members act under their own responsibility.
12.4 We do not provide insurance in respect of any Member, vehicle or Journey. Drivers are responsible for ensuring that their insurance is valid and that it permits the carriage of passengers on a cost-shared basis. Passengers should understand that they travel in a private vehicle.
12.5 We do not verify the content of journey information published by Members beyond the checks described in clause 4, and we do not control the conduct of Members before, during or after a Journey.
13. Suspension and termination
13.1 You may stop using the Platform at any time and may request deletion of your account, subject to completion of any Journey in progress, resolution of any pending payment or withdrawal, and settlement of any remaining balance in accordance with clause 7.9.
13.2 Where you are in material breach of these Terms we will notify you and, where the breach is capable of remedy, allow 14 days from that notice for you to remedy it. If it is not remedied within that period we may terminate your access.
13.3 We may suspend or terminate access immediately and without prior notice where you breach applicable law, infringe the rights of others, endanger the safety of any person, commit or attempt fraud, or where we are required to do so. We will inform you afterwards and give our reasons, unless prevented by law from doing so.
13.4 On termination your licence to use the Platform ends. Amounts properly owed to you remain payable in accordance with clauses 7.6 and 7.9.
14. Personal data
Personal data is processed in accordance with our Privacy Notice, which forms part of these Terms. Members must not use information obtained through the Platform, including another Member's contact details or location, for any purpose other than arranging and completing a Journey.
15. Intellectual property and licence
15.1 We grant you a limited, non-exclusive, non-transferable and revocable licence to install and use the application on a device you control, for the purpose of using the Platform.
15.2 You must not copy, distribute, modify, adapt, translate, create derivative works from, reverse engineer, decompile or disassemble the Platform, or extract its source code, except to the extent that applicable law permits notwithstanding this restriction.
15.3 All intellectual property rights in the Platform, including its software, design, trade marks, name and branding, remain ours. Nothing in these Terms grants any right to use them.
16. Availability, devices and updates
16.1 The Platform requires an internet connection and access to your device's location. Charges levied by your mobile network operator, including data roaming charges, are your responsibility.
16.2 We do not warrant that the Platform will be available without interruption or free from error. We may modify, suspend or discontinue features, and may introduce or vary charges, which will be communicated in advance where they affect you.
16.3 We may issue updates. Earlier versions may cease to function, and use of an unsupported version is at your own risk. Use of the Platform on a device whose operating system protections have been removed is not supported.
17. Liability
17.1 Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot lawfully be excluded or limited. Nothing in these Terms affects rights you have under applicable consumer protection law that cannot lawfully be excluded.
17.2 Given our role as described in clause 12, we are not liable for the acts or omissions of any Member, for the condition, roadworthiness, registration or insurance of any vehicle, or for anything occurring in the course of a Journey, save to the extent arising from our own negligence or breach of these Terms.
17.3 To the fullest extent permitted by law we are not liable for indirect, incidental, special, consequential or punitive loss, including loss of profit, loss of data or business interruption.
17.4 To the fullest extent permitted by law, our aggregate liability for all claims arising in any period of twelve months is limited to the greater of the Service Fees you paid us in that period and GHS 500.
18. Indemnity
To the fullest extent permitted by law, you will indemnify us against claims, losses and reasonable legal costs arising from your breach of these Terms, your unlawful conduct, or content you submit in breach of clause 10. This indemnity does not extend to matters arising from our own negligence, our breach of these Terms or our breach of applicable law, and is limited to the extent that Ghanaian law restricts indemnities given by consumers.
19. Governing law and disputes
19.1 Please contact us at [email protected] before commencing proceedings. Most matters are resolved directly.
19.2 These Terms and any dispute arising out of or in connection with them or with use of the Platform are governed by the laws of the Republic of Ghana, and the courts of Ghana have jurisdiction.
19.3 Where you are a consumer resident outside Ghana, clause 19.2 does not deprive you of the protection of mandatory provisions of the law of your country of residence, nor of any right to bring proceedings before the courts of that country where that law so provides.
20. European Union
The Platform operates in Ghana and is not directed at users in the European Union. Should we offer the Platform to users in the European Union, and to the extent it then constitutes an intermediary service under Regulation (EU) 2022/2065, we will comply with the obligations that Regulation imposes, including the designation of a legal representative, the provision of statements of reasons, and access to out-of-court dispute settlement. Our point of contact for such matters is [email protected].
21. General
21.1 If any provision of these Terms is held invalid or unenforceable, it will be modified to the minimum extent necessary to render it enforceable or, failing that, severed, and the remaining provisions continue in force.
21.2 A failure or delay in enforcing any provision is not a waiver of it.
21.3 You may not assign or transfer your rights under these Terms. We may assign ours to a successor in connection with a transfer of our business, and will notify you where we do so.
21.4 These Terms, together with the Privacy Notice, constitute the entire agreement between you and us in relation to the Platform.
22. Changes to these Terms
We may amend these Terms. The version number and effective date above identify the current version. Where an amendment is material we will notify you through the Platform or by email before it takes effect, and continued use after that date constitutes acceptance. If you do not accept an amendment you should cease using the Platform and may delete your account.
23. Contact
Routes by Remora LTD
4th Floor, 1 Airport Square, Accra, Ghana