Terms & Conditions

These terms are a binding agreement between you and [EMEHub legal entity name] ([URSB registration number]), [Registered office address], Kampala, Uganda ("EMEHub", "we", "us"). They apply to the EMEHub website, apps and every service in them.

By creating an account, booking a parcel, claiming a gift, reporting a found item or otherwise using EMEHub, you confirm that you have read and accept these terms, our Privacy Policy and our Cookie Policy. Electronic acceptance is valid under the Electronic Transactions Act, 2011. If you don't accept them, please don't use EMEHub.

Sections 5 to 11 apply when you use the service they describe. If anything in a service section conflicts with the general sections, the service section applies to that service.

• You must be at least 18 and able to enter a binding contract under Ugandan law.
• Store services, and booking or collecting parcels, need a Ugandan mobile number.
• You may hold only one personal account, and only for yourself - not on behalf of someone else unless we've agreed it in writing.
• You must not use EMEHub if you are subject to sanctions or if the law prohibits you from doing so.

Our licences. EMEHub's wallet services are provided [Bank of Uganda payment service provider / e-money issuer licence number, or the licensed partner EMEHub operates through]. EMEHub's parcel services are provided under [Uganda Communications Commission postal/courier licence number].

• Give us true, current and complete information, and keep it up to date.
• Identity verification. To meet the Anti-Money Laundering Act and financial-services law, we may ask you to verify your identity, and limit or pause your account until you do. We may refuse a transaction or an account where we can't verify it.
• Keep your credentials secret. Don't share your password, PIN or one-time codes with anyone - EMEHub staff and stores will never ask for them. You're responsible for activity in your account until you tell us it's been compromised.
• Report problems straight away. If you notice an unauthorised transaction, a lost device, or a message pretending to be EMEHub, contact security@emehub.ug or support immediately. We'll act to protect your account. The sooner you tell us, the more we can do.
• We may lock an account after repeated failed sign-ins, and require staff accounts to change temporary passwords.

• What it is. Your wallet holds electronic money in US dollars. It is not a bank deposit, doesn't earn interest, and is not covered by deposit insurance.
• Currency. Deposits and withdrawals in Uganda shillings are converted at the rate we show you before you confirm. The rate and any fee are fixed for that transaction once you confirm.
• Fees and limits. Any fee is shown before you confirm. Transactions may be subject to limits set by law, your verification level, or our risk controls.
• Deposits appear when the mobile money provider confirms them. Withdrawals are complete when the provider confirms them; if a withdrawal fails, the amount returns to your wallet.
• Transfers are final. Check the recipient before confirming. We can't reverse a transfer you authorised to the wrong person, but we will help you contact them.
• Errors and unauthorised transactions. Tell us within 30 days of a transaction you didn't authorise or believe is wrong. We will investigate and, where the error is ours or the transaction wasn't authorised by you and you weren't negligent, put it right.
• Holds. We may hold or freeze funds where the law requires, where we suspect fraud or misuse, or under a lawful order, and will tell you unless the law forbids it.

• You can send a gift, or split one between several people, to a phone number. The person claims it by proving they hold that number - even without an EMEHub account.
• A gift must be claimed before the expiry time shown when you send it (24 hours unless stated otherwise). Anything not claimed by then returns to the sender's wallet.
• Check the phone number carefully: whoever proves they hold it can claim the gift, and a claimed gift can't be reversed.
• Gifts are for genuine gifts between people - not for payment for goods or services, or for moving money on someone else's behalf.

The contract. When a store accepts your parcel and you pay, you enter a contract with EMEHub to carry it to the collection point you chose. The store acts for EMEHub. You agree that EMEHub may carry the parcel through any stores in its network.

Paying. The delivery fee is paid by the sender, in full, at the store where the parcel is dropped off, before it leaves. Recipients never pay to collect.

Describing the parcel. You must state the contents, weight and value truthfully. A parcel may be weighed, measured, and opened for inspection by the store in your presence or, where the law requires, by the authorities. A false description may void insurance and our liability.

Packing. Pack items to survive normal handling. Fragile items must be clearly packed and declared. We may refuse a parcel that isn't packed safely.

Prohibited items - we won't carry:

• anything illegal to possess or send in Uganda, including narcotics and counterfeit goods;
• firearms, ammunition, explosives and fireworks;
• flammable, corrosive, toxic, radioactive or otherwise dangerous goods (including fuel, gas cylinders, acids, pesticides);
• live animals, human or animal remains;
• cash, cheques, payment cards, bearer instruments or precious metals and stones;
• perishable food or anything that needs refrigeration;
• anything whose carriage would break the law or harm people handling it.

We may refuse, hold, return or hand to the authorities any parcel we reasonably believe contains prohibited items, and report it where the law requires. The sender is responsible for any loss, damage or penalty caused by sending a prohibited or misdescribed item.

Cancelling. You can cancel a parcel and get the fee back while it is still at the store where you dropped it off. Once it has left, the fee is not refunded.

• No door delivery. Parcels go to the pickup point or store the sender chose. We tell the recipient when the parcel is ready.
• Collecting. The recipient collects in person during the pickup point's opening hours, proving who they are with the phone number the parcel was sent to (for example a one-time code) or a valid ID. The store may refuse to hand over a parcel if identity isn't proven. A signature or confirmation of collection is final evidence that the parcel was handed over in good condition unless damage is noted at the time.
• Redirect. Before the parcel arrives, the recipient can move it to another open pickup point in the same district from their account.
• Uncollected parcels. A parcel waits 7 days, with reminders. If it isn't collected, it moves to the sub-county store above the pickup point for another 7 days. If it's still not collected, it goes back to the store it was sent from, and we tell the sender. The delivery fee isn't refunded, and the return trip is free.
• Unclaimed returns. The sender must collect a returned parcel within [30] days of being told it's back. After that, and after a final notice, EMEHub may dispose of it as the law allows, and may recover reasonable storage costs.

• Time limits. Report damage when collecting the parcel, or within 2 days of collection for damage that couldn't be seen. Report a lost parcel within 30 days of booking. Claims reported later may be refused.
• Evidence. Keep the packaging and the item, and give us photos, the tracking number, and proof of value (such as a receipt).
• Not covered: prohibited or misdescribed items; damage from poor packing or the item's nature; delays (we give estimates, not guarantees); indirect losses such as lost profit; and loss caused by events outside our control (section 15).
• We aim to decide a claim within 30 days of receiving the evidence, and pay approved claims to your wallet or by mobile money.

This section applies to everyone who owns or works at an EMEHub store, alongside any store agreement we sign with you.

Applying and approval. The person who applies owns the store and is responsible for it. A store is approved first by the store above it, where there is one, and then by EMEHub, after inspection of its documents. We may refuse an application for any lawful reason.

Fees, in Uganda shillings, paid from the store's float:

The amounts for each store level are shown before you pay. If a subscription can't be paid when due, the store is paused until it is, and reopens as soon as it's paid.

Float and cash. When a store takes cash at the counter, the same amount is taken from its float; the cash stays with the store. The float must cover the cash a store takes. The store is responsible for the cash it holds.

Earnings. Stores earn a share of each parcel's fee for the work they do on it (booking, carrying, handing over, or as the network's hub), under the share plan in force when the parcel was booked, after EMEHub's commission. Earnings settle after the parcel is handed over and can then be withdrawn to mobile money or moved into the float. We may hold or reverse earnings tied to fraud, a claim or a breach of these terms.

Taxes. Each store is responsible for its own taxes, licences and permits for its premises and business.

Duties. A store must: keep parcels safe and secure; follow the check-in, bagging, hand-over and collection steps in the app; verify recipients before handing over; stay within its stated capacity and opening hours; use customers' personal data only to handle their parcels and keep it confidential (see the Privacy Policy); report any loss, theft, damage or data incident to EMEHub at once; and make sure everyone on its team follows these terms.

Suspension and closure. We may pause or close a store that breaks these terms or its agreement, mishandles parcels or cash, or puts customers at risk. The store remains liable for parcels and cash in its care, and must hand over parcels as we direct.

• Returnly items are made to order by our print partner, with a QR code unique to each item. Delivery estimates come from the partner and are not guaranteed.
• Because each item is made for you, orders can't be cancelled once production has started. If an item arrives faulty or not as described, tell us within 14 days for a replacement or refund.
• The QR code opens a recovery page and never shows your personal details. You can mark an item lost, recovered, or disable its code at any time.
• Finders must report honestly and must not misuse the owner's contact or demand payment. We may remove a report that breaks these terms.
• We help reunite people with lost items but can't guarantee an item will be found or returned, and aren't responsible for arrangements between owners and finders.

You must not use EMEHub to:

• commit fraud, launder money, finance terrorism or evade sanctions;
• send prohibited items, or anything that breaks the law;
• impersonate anyone, or use someone else's account, phone number or identity;
• harass, threaten or deceive other people;
• access accounts or data without permission, test or break our security (other than through responsible disclosure to security@emehub.ug), introduce malware, or overload the service - acts that may also be offences under the Computer Misuse Act, 2011;
• copy, scrape or resell the service or its data, or reverse-engineer it except as the law allows.

We may refuse or reverse a transaction, suspend an account, and report to the authorities where the law requires or we reasonably suspect misuse. We are required by law to report suspicious transactions and may not be allowed to tell you we have.

EMEHub's name, logo, software, designs and content belong to EMEHub or its licensors. We give you a personal, non-exclusive, non-transferable right to use the apps and website for their intended purpose while you have an account. Stores may use the EMEHub name and signage only as we provide and approve. Content you give us (for example a support message) remains yours; you let us use it to provide and improve the service.

We work to keep EMEHub available and accurate, but it may be interrupted for maintenance, upgrades or reasons outside our control, and we can't promise it will be uninterrupted or error-free. Some services depend on third parties - mobile money providers, network operators, our print partner and map providers - whose own terms may also apply. We aren't responsible for their failures, but we will help you resolve problems they cause.

• We are responsible for losses you suffer that are a foreseeable result of our breaching these terms or our negligence.
• We aren't liable for indirect or consequential losses, such as lost profit, business or opportunity, or for losses you could have avoided by following these terms (for example keeping your password secret).
• For parcels, our liability is limited as set out in section 9. For other services, our total liability to you for any claim is limited to the fees you paid us for the service concerned in the 12 months before the claim.
• Force majeure. We aren't liable for failure or delay caused by events outside our reasonable control - such as natural disasters, floods, civil unrest, government action, outages of power, mobile networks or partners, or road closures.
• Nothing in these terms limits liability for fraud, for death or personal injury caused by negligence, for money that belongs to you in your wallet, or any other liability that cannot be limited under Ugandan law.

Your responsibility. You agree to cover EMEHub's reasonable losses and costs caused by your breach of these terms, your sending of prohibited or misdescribed items, or your misuse of the service.

• You can close your account at any time once your wallet balance has been withdrawn and no parcel, gift, claim or store obligation is in progress.
• We may suspend or close an account, with notice where possible, if you breach these terms, if the law requires it, or to protect you, other users or EMEHub. For serious misuse we may act immediately.
• If we close your account and the law allows, we'll pay out your remaining wallet balance to a verified account in your name, after deducting anything you owe us.
• Sections that by their nature should continue - including liability, claims, payments owed and dispute resolution - continue after an account closes. Records we must keep by law are kept as set out in the Privacy Policy.

If something goes wrong, contact support through the dashboard or support@eme-hub.com with your account details and tracking or transaction numbers. We'll acknowledge your complaint within 2 business days and aim to resolve it within 30 days, telling you if we need longer and why. If you're not satisfied with our answer on a payment matter, you may also have the right to escalate it to the relevant regulator.

1. These terms are governed by the laws of the Republic of Uganda.
2. Please use our complaints process first (section 17). Most problems are solved there.
3. If a dispute isn't resolved within 30 days, either side may refer it to mediation in Kampala.
4. If mediation doesn't resolve it within a further 30 days, it shall be finally resolved by arbitration in Kampala under the Arbitration and Conciliation Act, by a single arbitrator, in English.
5. Nothing here stops either side seeking urgent relief from the courts of Uganda, or prevents you from using any right you have under Ugandan law that can't be excluded.

• Notices. We may send notices to your account, email or phone. You can send notices to support@eme-hub.com or to our registered office.
• Transfer. You may not transfer your rights under these terms. We may transfer ours to another company that takes over the service, if your rights are not reduced.
• Severability. If a court finds part of these terms invalid, the rest still applies.
• No waiver. If we don't enforce a right straight away, we can still enforce it later.
• Entire agreement. These terms, the policies they refer to and any store agreement are the whole agreement between you and EMEHub about the service.
• Language. These terms are in English; if they are translated, the English version prevails.

We may update these terms - for example for new services, legal changes or to make them clearer. For a material change, we'll tell you at least 30 days before it takes effect, unless the law requires it sooner. If you don't agree, you can close your account before the change applies; continuing to use EMEHub afterwards means you accept the new terms. The date at the top shows the current version.