Terms of Service

Last updated: 29 September 2026

These Terms of Service ("Terms") are an agreement between you and Bytes Developers ("Zyra", "we", "us") and govern your use of the Zyra app, website and related services (the "Platform"). By creating an account or using the Platform you confirm that you have read, understood and accept these Terms and our Privacy Policy. If you don't agree, don't use Zyra.

1. What Zyra is

Zyra is a technology platform. It lets you request rides, deliveries and pick-&-drop errands, order from independent stores and restaurants, book hotels, events and services, find jobs and businesses, and — for businesses — run their operations with Zyra Business.

Rides and deliveries are provided by independent drivers and couriers ("Drivers"); goods, food, rooms, tickets and services are provided by independent merchants and businesses ("Merchants"). Drivers and Merchants are not employees, agents or representatives of Zyra. When you book a ride or place an order, your contract for that ride, delivery, product or service is with the Driver or Merchant. Zyra acts as an intermediary that connects you, handles payment where it's made through the app, and provides support.

2. Your account

• You must be at least 18 years old and able to enter a binding contract to create an account.
• Give accurate, complete information (name, phone number, email) and keep it up to date.
• Keep your password and one-time codes private. You're responsible for everything done through your account; tell us straight away if you think someone else has used it.
• One person, one account. Accounts can't be sold, shared or transferred.
• We may ask you to verify your identity or phone number, and may refuse or close accounts that we reasonably believe are fake, duplicated or misused.

3. Requesting rides and deliveries

• Set your pickup, stops and destination accurately and be at the pickup point on time. The Driver may wait a short time; after that the trip may be cancelled and a no-show fee may apply.
• The number of passengers must not exceed the seats available, and children must travel with suitable restraints as the law requires. Everyone in the vehicle must wear a seatbelt where one is fitted, and boda riders and passengers must wear helmets.
• Arrival times, trip durations and distances shown in the app are estimates based on live traffic and map data. They're not guarantees.
• For deliveries and pick-&-drop, describe items accurately. Don't send prohibited, illegal, dangerous or perishable items without saying so. Items must be packed so they can be carried safely, and must fit the vehicle type you chose.
• The Driver may refuse or end a trip or delivery if they reasonably believe their safety, the vehicle or the law is at risk.

4. Prices, fares and fees

• Ride and delivery fares are calculated from the route distance, the expected time with traffic, the vehicle type and the ride category (for example family or VIP). You'll see the fare, or an estimate, before you confirm. The final fare can change if you add stops, change the destination, or the route or waiting time changes significantly.
• Prices of goods, food, rooms, tickets and services are set by Merchants, who are responsible for them and for any tax they must charge. Delivery fees are shown at checkout.
• Tolls, parking or similar charges incurred on your request may be added to the fare.
• Prices may be shown in your local currency as a guide. All payments are charged in Kenyan shillings (KSh); your bank or mobile-money provider may apply its own exchange rate and fees.
• Promotions, discounts and codes are subject to their own conditions, can't be exchanged for cash, and may be withdrawn if misused.

5. Paying

• You can pay by M-Pesa (a payment prompt is sent to your phone) or in cash where the Driver or Merchant accepts it. Zyra never sees or stores your M-Pesa PIN.
• When you pay through the app, you authorise us to collect the amount on behalf of the Driver or Merchant. Paying Zyra this way counts as paying them.
• Money for a Merchant's sales goes to that Merchant's own payment account; it is never mixed with another Merchant's.
• If a payment fails or is reversed, you still owe the amount, and we may limit your account until it's settled.
• Deposits for bookings (for example hotel rooms) are part-payments towards the total. The balance is paid as shown when you book.

6. Cancellations and refunds

• You can cancel a ride or order in the app. Cancelling after a Driver has accepted and is on the way, or after a Merchant has started preparing your order, may carry a cancellation fee to cover their time and costs. The fee is shown before you confirm the cancellation.
• Bookings follow the cancellation rules shown when you book (for example, free cancellation of a hotel room up to 24 hours before check-in; after that the deposit may not be refunded).
• If an order is wrong, damaged, incomplete or never arrives, report it in the app within 48 hours. We'll look into it with the Merchant or Driver and, where the complaint is valid, arrange a refund, credit or replacement.
• Refunds go back to the method you paid with, usually within 7 working days.

7. Damage, cleaning and lost items

• If you or people travelling with you damage a vehicle or make it need more than normal cleaning (for example spilled food or drink, or vomit), you may be charged a reasonable damage or cleaning fee, which we'll tell you about with the evidence the Driver provided.
• If you leave something behind, report it in the app as soon as possible. We'll put you in touch with the Driver so you can arrange its return; a return fee may apply. Zyra isn't responsible for items left in a vehicle.

8. Ratings and reviews

After a trip, order or stay you can rate and review the Driver or Merchant, and Drivers can rate riders. Ratings help keep the Platform safe and good. Reviews must be honest and about your own experience; we may remove reviews that are abusive, fake, irrelevant or include personal information. Accounts with consistently low ratings may be limited.

9. Safety

• Check the vehicle, plate number and driver shown in the app before you get in. Share your trip with someone you trust using the app.
• In an emergency, contact the police or emergency services first (999 or 112 in Kenya), then tell us.
• Zyra may use trip location data, recordings you choose to share, and reports from both sides to investigate safety issues and co-operate with the authorities.

10. How you must behave

You must follow our Community Guidelines. In short, you must not: break the law; harass, threaten, discriminate against or harm anyone; carry or order illegal, stolen or dangerous items; travel or order while abusing others; bring weapons into a vehicle; damage property; commit fraud, misuse payments, promotions or referrals; contact Drivers or Merchants to arrange trips or sales off the Platform to avoid fees; scrape, copy or interfere with the Platform; or pretend to be someone else.

11. Suspension and closing your account

We may warn you, limit features, or suspend or close your account if you breach these Terms or our guidelines, if we're required to by law, or to protect other users. Where reasonable we'll tell you why and give you a chance to respond. You can close your account at any time from the app or by contacting us; amounts you owe remain payable.

12. Zyra Business, jobs and bookings

Businesses using Zyra Business are responsible for the information they enter, including their accounts, payroll, tax and statutory filings; Zyra provides the tools and doesn't give accounting, tax or legal advice. Job posts are made by employers, who are responsible for them; Zyra doesn't employ applicants or guarantee any job. Service bookings are contracts between you and the business providing the service.

13. Content and intellectual property

The Platform, the Zyra name and logo, and our software and design belong to us or our licensors. You get a personal, non-transferable right to use the app for its intended purpose. Content you upload (photos, reels, reviews, listings) stays yours, but you give Zyra a free, worldwide licence to host, show and promote it on the Platform. You must have the right to upload it, and it must not break the law or anyone's rights.

14. Our responsibility to you

• The Platform is provided "as is" and "as available". We work to keep it running and accurate, but we don't guarantee it will always be available, error-free, or that estimates (times, distances, fares, exchange rates) will be exact.
• Drivers and Merchants are responsible for the rides, deliveries, goods and services they provide. To the fullest extent the law allows, Zyra isn't liable for their acts or omissions, or for indirect, incidental or consequential loss (such as lost profits or missed appointments).
• Where we are liable, our total liability to you for any claim is limited to the amount you paid through the Platform for the trip, order or booking concerned.
• Nothing in these Terms limits liability for death or personal injury caused by our negligence, for fraud, or any other liability that cannot be excluded under Kenyan law, including your rights under the Consumer Protection Act, 2012.

15. Indemnity

You agree to cover Zyra for reasonable losses, claims and costs (including legal fees) arising from your breach of these Terms, your misuse of the Platform, or your breaking the law or someone else's rights.

16. Complaints and disputes

Most problems are fastest to fix through Help in the app. If you're not satisfied, email us and we'll try to resolve it within 30 days. Disputes that can't be settled this way may be referred to mediation in Nairobi before either side goes to court.

17. Changes

We may update these Terms as the Platform or the law changes. We'll show the new date at the top, and for material changes we'll tell you in the app before they take effect. If you keep using Zyra after that, you accept the updated Terms.

18. Law

These Terms are governed by the laws of Kenya, and the courts of Kenya have jurisdiction, without taking away any right you have to bring a claim where you live.

Driver & courier terms

These terms apply, together with the Terms of Service, if you use Zyra to offer rides, deliveries or pick-&-drop as a Driver or courier.

1. You're independent

You use Zyra as an independent provider, not as an employee, worker or agent of Zyra. You decide when you go online, and whether to accept a request. Nothing in these terms creates an employment relationship, partnership or joint venture.

2. Getting approved and staying approved

• You must hold a valid licence for your vehicle class, a certificate of good conduct, and valid insurance, inspection and any other documents the law requires, and upload them for review.
• Your vehicle must be roadworthy, clean and match the details in the app. Only you may use your account; letting someone else drive on it leads to deactivation.
• Keep documents up to date. We may re-check them and pause your account while anything is missing or expired.

3. Doing the job

• Follow traffic laws, wear a helmet and provide one for passengers on a boda, and never drive under the influence of alcohol or drugs.
• Take reasonable routes; the app's route is a suggestion based on live traffic. Keep the app open while on a trip so the rider can follow you.
• Handle items with care, deliver them unopened to the right person, and take a proof-of-delivery photo when asked.
• Treat riders, customers and Merchants with respect. Don't ask for their personal details beyond what the job needs, and don't contact them after the job except to return lost items.

4. Fares and earnings

• Fares are calculated by the app from distance, time with traffic, vehicle type and category. You're paid the fare collected, less Zyra's service fee as shown in the app and in your earnings statements.
• For cash trips you collect the fare; the service fee is settled from your earnings or balance.
• You're responsible for your own taxes, fuel, maintenance, insurance and licensing costs.

5. Ratings, cancellations and deactivation

Riders and customers rate you. High cancellation rates, low ratings, safety reports, fraud (for example fake trips or GPS manipulation) or breaking these terms can lead to warnings, temporary suspension or deactivation. We'll tell you why and give you a chance to explain before permanent deactivation, except where safety requires immediate action.

6. Location and data

While you're online and during trips we collect your location, speed and heading to match you with requests, show riders where you are and calculate fares. See the Privacy Policy.

Merchant & business terms

These terms apply, together with the Terms of Service, if you sell on Zyra (a store, restaurant, hotel, event organiser or service business) or run your business on Zyra Business.

1. Your listings

• List only goods and services you can actually provide, with accurate names, photos, prices, stock and opening hours. You're the seller and responsible for quality, safety, legality and any licences, permits and taxes.
• Don't list prohibited items (including illegal drugs, weapons, counterfeit or stolen goods), and follow age rules for alcohol and similar products.

2. Orders and bookings

• Accept or decline orders promptly. Once accepted, prepare them as described and on time.
• Honour the prices and the cancellation and refund rules you publish, and deal fairly with complaints we pass on to you.

3. Payments and fees

• Customer payments for your sales are paid into your own payment account (your own M-Pesa till or paybill where you've connected one). They are never pooled with another business's money.
• Zyra's subscription and service fees are shown in the app before you agree to them.
• You're responsible for issuing receipts and invoices your customers are entitled to and for your own tax filings.

4. Your data and your staff

• What you keep in Zyra Business (staff, payroll, accounts, stock, customers) is your business's data. You're its controller; Zyra processes it for you to provide the service, keeps it separate from every other business, and doesn't use it for anything else.
• Only give staff access to the branches and modules they need. You're responsible for what they do with their access.
• Buying prices, stock barcodes and your internal records are never shown to the public.

5. Suspension

We may pause listings or accounts for serious or repeated problems (unsafe or illegal items, fraud, many unfulfilled orders, very poor reviews), telling you why and how to fix it.

Community guidelines

Everyone on Zyra — riders, customers, Drivers, Merchants and their staff — agrees to these guidelines. Breaking them can lead to losing access to Zyra.

Respect everyone

• Be polite and patient. No harassment, threats, violence or abusive language.
• No discrimination on the basis of race, tribe, religion, gender, disability, age or any other characteristic.
• No sexual contact or comments, and no unwanted contact after a trip or order.

Keep each other safe

• Follow the law and road rules; wear seatbelts and helmets.
• No weapons, and no alcohol or drugs while driving.
• Report anything unsafe in the app; call 999 or 112 in an emergency.

Be honest

• Use your real identity and your own account.
• No fake trips, orders, reviews, ratings or refunds claims.
• Keep payments on the Platform — don't arrange to go around it.

Respect property and privacy

• Look after vehicles, goods and premises.
• Don't photograph, record or share people's personal details without permission.