1. The platform
FataMoto is a technology platform that helps customers connect with independent motorcycle riders. Unless expressly stated otherwise, FataMoto does not itself provide the motorcycle ride and does not employ riders through the customer booking relationship. By creating an account and accepting these terms, you agree to follow them.
2. Eligibility and accounts
- Provide accurate information and keep login details secure.
- Use only your own account and promptly report suspected unauthorized access.
- Meet applicable age, identity, licensing, vehicle, and legal requirements for your role.
- FataMoto may verify, restrict, suspend, or close accounts to protect users or comply with law.
3. Ride requests and fares
Customers choose pickup and destination points and submit an offered fare within limits shown in the app. Riders may accept available requests. The ride fare is paid directly to the rider using an agreed method; FataMoto does not custody the ride fare unless the app clearly states otherwise.
4. Ride tokens
Ride tokens pay for access to FataMoto’s matching, tracking, and safety service. A customer and rider must each have at least one available token for a ride to be matched. Tokens may be reserved when a ride is accepted and consumed or released according to the ride outcome and cancellation rules shown in the app.
5. Cancellation policy
For rides accepted after this policy is activated, customer cancellation is free before a rider accepts and through 60 seconds after acceptance. After 60 seconds, the fee is 200 RWF plus 160 RWF per kilometre beyond the first kilometre of verified travel toward pickup. Fractional kilometres are charged proportionally and the total is rounded to the nearest RWF. Verified travel is capped at the original road distance to pickup. If reliable road-distance evidence is unavailable, only the 200 RWF minimum applies. The app shows an exact, expiring quote before confirmation; delayed location data cannot increase a confirmed fee.
Every customer cancellation, including a free cancellation or ending a search to request again, counts toward a daily allowance of three. New bookings are blocked after the third cancellation until midnight in Africa/Kigali. Rider and system cancellations do not count. You can always cancel an existing booking. Both reserved Ride Tokens are returned under this policy; any cancellation fee is separate from tokens and the fare paid to a rider.
Outstanding undisputed fees block new bookings and can be paid through MTN MoMo in Wallet. A failed payment does not prevent cancellation. Midnight resets the daily allowance but does not clear debt; paying a fee does not restore the daily allowance. You may dispute a fee through Wallet. While support reviews the dispute, that fee does not block bookings, but the daily allowance still applies. Support may waive a fee or exclude a justified cancellation from the allowance, with an audit record. Rides accepted before activation retain their previous cancellation rules.
After a cancellation fee is collected, 80% becomes a discount on that rider’s next Ride Token purchase. Unused discount carries forward, and it can cover a purchase in full. This discount cannot be withdrawn as cash. Refunded or reversed customer payments remove unused discount; discounts already applied or reserved for a purchase are honored and recorded for support review.
6. Acceptable conduct
- Follow applicable traffic, safety, transport, and payment laws.
- Do not harass, threaten, discriminate, deceive, damage property, or misuse another person’s information.
- Do not manipulate location, rides, tokens, payments, ratings, or platform security.
- Do not use FataMoto for unlawful goods, conduct, or transportation.
7. Safety and emergencies
Use judgment before and during every ride. Verify the rider, motorcycle, and destination details shown in the app. FataMoto support is not an emergency service. Contact the appropriate public emergency service when immediate assistance is required.
8. Availability and liability
The service may be unavailable, delayed, or inaccurate because of connectivity, maps, devices, third parties, maintenance, or events outside our reasonable control. To the extent permitted by applicable law, FataMoto is not liable for indirect or consequential loss. Nothing in these terms removes rights that cannot lawfully be excluded.
9. Changes, disputes, and contact
We may update these terms and will give appropriate notice of material changes. Continued use after an update takes effect means you accept the revised terms, where permitted by law. These terms are governed by the laws of Rwanda. Contact [email protected] with legal questions or [email protected] for service help. Last updated: 1 September 2026.