Terms & Conditions

We outline the rules, rights, and responsibilities that govern your access and use of all Ciya services, digital platforms, and partner-integrated mobility features.

Introduction

Welcome to Ciya Sarl. These Terms & Conditions govern your use of our website, mobile application, and services including ride-hailing, delivery, and digital payment services. By accessing or using any part of our services, you agree to be legally bound by these terms. If you do not agree to these terms, please refrain from using our services.

These Terms form a legally binding agreement between you and Ciya Sarl. Please read them carefully, as they affect your rights and obligations. Your continued use of our platform constitutes acceptance of these terms and any changes we may make to them from time to time.

Ciya Sarl reserves the right to modify, update, or replace these Terms & Conditions at any time. It is your responsibility to check this page periodically for changes. We will notify users of significant changes through the website or app notifications.

By agreeing to these terms, you confirm that you are at least 18 years of age and have the legal capacity to enter into binding agreements. If you are using our services on behalf of an organization, you represent that you have authority to bind that entity.

Use of Services

You agree to use our services solely for lawful purposes and in accordance with all applicable local and international laws. You may not use our services for any fraudulent, malicious, or illegal activity including impersonation, harassment, or tampering with system integrity.

You are responsible for maintaining the confidentiality of your account and password and for restricting access to your device. You agree to accept responsibility for all activities that occur under your account or password.

You must not misuse the platform by knowingly introducing viruses or other malicious code. Attempts to gain unauthorized access to our servers or databases are strictly prohibited and will result in termination and legal action.

We reserve the right to suspend or terminate your access to our services if we reasonably believe you have violated any of these terms or engaged in conduct that harms our brand, users, or service providers.

User Accounts and Registration

To use certain features of our platform, you may be required to register for an account. You agree to provide accurate, current, and complete information during registration and to keep it updated thereafter.

You are solely responsible for the security of your account, including safeguarding your login credentials and controlling access to your device. Any activity conducted under your account will be deemed to be your responsibility.

You agree not to create multiple accounts without permission, use false identities, or misrepresent your relationship with other users or service providers. If you suspect any unauthorized access to your account, please contact us immediately.

Ciya Sarl reserves the right to refuse service, terminate accounts, or remove content at our sole discretion without prior notice or liability.

Service Availability

While we strive to provide uninterrupted access to our platform and services, we do not guarantee continuous or error-free availability. Our services may be suspended temporarily or permanently for maintenance, upgrades, or unforeseen technical issues.

We are not liable for any loss or inconvenience caused by such interruptions. We reserve the right to modify, suspend, or discontinue any feature or part of the service at any time, with or without notice.

We may limit the availability of certain features or restrict access to users in specific regions based on local laws or operational constraints.

Our goal is to provide reliable and efficient services, and we appreciate your patience in case of occasional disruptions or downtime.

Pricing and Payments

All pricing for rides, deliveries, and other services is clearly displayed within the platform before booking. Prices may vary based on factors such as distance, duration, demand, and promotional offers.

By confirming a booking, you authorize Ciya Sarl to charge the applicable amount to your selected payment method. Charges are inclusive of applicable taxes unless stated otherwise.

We use secure third-party payment processors and do not store full card details on our servers. All transactions are encrypted and subject to verification by your financial institution.

We reserve the right to modify pricing at any time. Any changes will be reflected in real-time on the platform and will not affect previous bookings or transactions.

Cancellation and Refunds

Users may cancel bookings within a specified timeframe based on the type of service. Cancellation windows and applicable fees will be displayed before confirmation.

Refunds are processed according to our cancellation policy. In cases of system error, overcharging, or failed service delivery, you may request a refund by contacting our support team.

Ciya Sarl reserves the right to determine the eligibility of any refund based on evidence, service records, and compliance with terms. Refunds may take up to 7 business days to process depending on the payment method.

In the event of driver or system-related issues, we will make every reasonable effort to compensate affected users fairly and promptly.

Driver and Partner Responsibilities

Drivers and business partners using our platform must comply with all applicable laws, licensing requirements, and safety regulations. They are expected to conduct themselves professionally, respect users, and maintain service quality.

All service providers must use accurate vehicle and profile information and deliver services as promised. Any misrepresentation or abuse of the system will result in account suspension or termination.

Partners are responsible for ensuring timely service fulfillment, accurate billing, and resolution of customer complaints when applicable. Failure to adhere to service standards may result in removal from the platform.

We monitor driver and partner performance and reserve the right to withhold payments or apply penalties for violations of our terms.

Intellectual Property

All content, branding, and intellectual property on the Ciya Sarl platform—including text, images, logos, software, and data—is the property of Ciya Sarl or its licensors and is protected by copyright and trademark laws.

You may not use, reproduce, modify, or distribute any part of our content without our prior written consent. Unauthorized use may result in legal action and termination of access to our services.

You may download or print content solely for personal, non-commercial use, provided you do not alter the content or remove copyright notices.

Any suggestions, ideas, or feedback you provide become our property, and we may use them without obligation or compensation to you.

Limitations of Liability

Ciya Sarl shall not be liable for any indirect, incidental, consequential, or punitive damages arising out of or related to your use of our services. This includes loss of data, business interruption, or reputational harm.

We do not guarantee the accuracy, reliability, or availability of any service at all times. You use our platform at your own risk, and services are provided "as is" and "as available."

Our total liability for any claim shall not exceed the total amount paid by you for the service in question, where applicable. Some jurisdictions may not allow certain limitations, so these may not apply to you in full.

This section survives the termination of your use of the platform and continues to apply to all disputes.

Governing Law

These Terms & Conditions shall be governed by and construed in accordance with the laws of the Democratic Republic of Congo, without regard to conflict of law principles.

All disputes arising out of or in connection with these terms shall be subject to the exclusive jurisdiction of the courts located in Kinshasa, DR Congo.

In the event of any dispute, both parties agree to first attempt resolution through negotiation or mediation before proceeding with legal action.

This clause does not limit your rights as a consumer under applicable local laws where such laws prevail.

Termination

We reserve the right to terminate or suspend your access to our services immediately, without notice, for any breach of these Terms or for conduct that we deem harmful or illegal.

Upon termination, your right to use our services will cease immediately. Any outstanding payments, obligations, or liabilities will survive termination.

You may also terminate your use of our services at any time by deleting your account or uninstalling the app. Termination does not entitle you to any refund unless explicitly stated.

We may retain certain information post-termination for legal, operational, or regulatory reasons, in accordance with our Privacy Policy.

Contact Information

If you have questions or concerns about these Terms & Conditions, or if you wish to report a violation, please contact us using the details below:

Email: info@ciyasarl.com
Phone: +123 3434 342
Address: 145 Rue de Lokelenge, Kinshasa, Congo DR.

We strive to address all inquiries in a timely and professional manner. Your trust and compliance are essential to a safe and efficient platform experience for everyone.