Terms of Service

Last updated: 16 October 2026

1. Who we are

Vroom ("Vroom", "we", "us") is operated by Our-Mobile Universe Transport Limited, registered with the Patents and Companies Registration Agency (PACRA) in Zambia, of Ibex Hill 37641, Lusaka, Zambia. These Terms of Service ("Terms") govern your use of the Vroom mobile app, the website apanivroom.com and related services (together, the "Services").

By creating an account or using the Services you agree to these Terms. If you do not agree, do not use the Services.

2. What Vroom does

Vroom is a technology platform and licensed e-hailing operator. It connects passengers, senders and businesses with independent drivers and vehicle owners for rides (My-City, City-to-City, shared rides and bus), package and merchant deliveries, and truck jobs. Drivers are independent service providers and are not employees or agents of Vroom. The transport or delivery service is provided by the driver; Vroom provides the booking, matching, navigation, communication and payment tools.

3. Eligibility and accounts

• You must be at least 18 years old to open an account.
• You sign in with a mobile phone number verified by one-time code. Keep your phone and codes secure; you are responsible for activity on your account.
• The information you give us must be accurate and kept up to date.
• We may suspend or close an account that breaks these Terms, is used fraudulently, or puts the safety of others at risk.

4. Bookings, fares and payment

• Fares shown before you confirm a booking are estimates based on distance, time, ride type and any stops. The final fare may change if the route, stops, waiting time or destination change during the trip.
• You pay using the payment methods offered in the app, which may include cash and mobile money. Card and wallet payments are processed by third-party payment providers.
• Shared rides are matched with other passengers travelling in a similar direction; pick-up and arrival times may vary.
• Promotions, bonuses and referral rewards are subject to their own conditions and may be changed or withdrawn.

5. Cancellations and waiting

You may cancel a booking in the app. A cancellation or waiting fee may apply if you cancel after a driver has accepted and is on the way, or if the driver waits beyond the free waiting period. Any fee will be shown in the app.

6. Deliveries, merchants and truck jobs

• Senders must describe items accurately and must not send prohibited, illegal, dangerous or hazardous goods, cash or valuables beyond any limit shown in the app.
• Merchants are responsible for the products they list, including price, description, quality, legality and any licences required.
• For truck jobs, the customer is responsible for declaring the load type and weight and for loading and offloading unless agreed otherwise.

7. Your conduct

You agree not to: harass, threaten or discriminate against drivers, passengers or staff; damage vehicles; carry illegal items; travel under the influence in a way that endangers others; misuse the app, create fake accounts or bookings; or try to access systems or data you are not authorised to access. Passengers must wear seat belts where fitted and follow lawful instructions from the driver.

8. Drivers

Drivers must hold a valid driving licence, a Road Service Licence for the vehicle, a police clearance certificate, a valid National Registration Card and all other documents required by the Road Transport and Safety Agency (RTSA) and the laws of Zambia, and must keep them current. Separate driver terms may apply in addition to these Terms.

9. Ratings and safety

Passengers and drivers may rate each other after a trip. Ratings help keep the community safe and may be used to restrict access to the Services. In an emergency, contact Zambia Police on 999 or the nearest emergency service first, then let us know.

10. Liability

To the extent permitted by Zambian law, Vroom is not liable for the acts or omissions of drivers, passengers, senders or merchants, or for indirect or consequential loss, loss of profit, or delays caused by traffic, weather, network outages or events outside our reasonable control. Nothing in these Terms limits any liability that cannot be limited under the law of Zambia, including your rights under the Competition and Consumer Protection Act.

11. Intellectual property

The Vroom and ApaNiVroom names, logos, app and website are owned by us or our licensors. You may use the Services only for their intended purpose and may not copy, modify or resell them.

12. Changes to the Services and these Terms

We may update the Services and these Terms from time to time. If we make material changes we will notify you in the app or on this page. Continuing to use the Services after the changes take effect means you accept them.

13. Governing law and disputes

These Terms are governed by the laws of the Republic of Zambia. Please contact us first so we can try to resolve any complaint. Disputes that cannot be resolved will be subject to the jurisdiction of the courts of Zambia at Lusaka.

14. Contact us

Passengers: passengersupport@apanivroom.com
Drivers: driversupport@apanivroom.com
Post: Our-Mobile Universe Transport Limited, Ibex Hill 37641, Lusaka, Zambia