Terms & Conditions

1. About DobiKisasa

DobiKisasa is a digital marketplace platform that connects customers across Tanzania with independent laundry partners and delivery riders. DobiKisasa is a technology intermediary — we are not a laundry service provider and do not employ laundry staff or control the quality of cleaning performed by partner businesses.

2. Eligibility

• You must be at least 18 years of age.
• You must be present within the United Republic of Tanzania at the time of placing an order.
• You must provide a valid Tanzanian mobile phone number for account registration and OTP verification.
• By registering, you confirm all information provided is true, accurate, and complete. Providing false information may constitute an offence under the Cybercrimes Act (No. 4 of 2015).

3. Account Security

• You are solely responsible for maintaining the confidentiality of your OTP and account access.
• DobiKisasa staff will never ask for your OTP. Do not share it with anyone.
• Notify us immediately at dobi@dobikisasa.co.tz of any unauthorised access to your account.
• DobiKisasa reserves the right to suspend or terminate accounts that show signs of fraud, misuse, or security compromise.

4. Orders, Pricing & Payment

• All prices are quoted in Tanzanian Shillings (TZS) inclusive of applicable taxes.
• Orders are priced per basket, per package type, as displayed at the time of booking.
• No upfront payment is collected. Payment is due after delivery and your personal inspection of returned items.
• Payment is made via licensed mobile money operators regulated by the Bank of Tanzania (M-Pesa, Tigo Pesa, Airtel Money).
• SMS and in-app receipts are issued after successful payment confirmation.
• DobiKisasa is not liable for delays in mobile money processing caused by network operators or the Bank of Tanzania systems.
• Prices are subject to change with 14 days' notice via in-app or email notification.

5. Fast Track Orders

• Standard orders carry a 48-hour turnaround commitment from the time laundry is received by the partner.
• Fast Track is the premium express service targeting a 24-hour turnaround and is charged at twice (2×) the standard package rate.
• Fast Track dispatches a rider immediately — no advance booking date is required.
• Fast Track does not guarantee rider availability in all areas or at all times, and the 24-hour target is subject to partner capacity.
• By selecting Fast Track you accept the 2× surcharge regardless of actual rider dispatch time.

6. Cancellation & Refunds

• You may cancel at no charge before a rider is dispatched (status: Order Placed).
• Once a rider is en route (Rider En Route or later), cancellation is not available through the app — contact dobi@dobikisasa.co.tz immediately.
• If payment was made prior to an approved cancellation, refunds will be processed within 7 business days to your registered mobile money number.
• DobiKisasa reserves the right to cancel any order for safety, fraud, or operational reasons. A full refund will be issued where payment was already made.

7. Damaged, Lost, or Missing Items

• All claims must be raised within 24 hours of delivery via the app or at dobi@dobikisasa.co.tz. Claims raised after 24 hours cannot be processed.
• DobiKisasa will investigate and liaise with the relevant partner and rider on your behalf.
• Liability for items damaged during cleaning is limited to the total cost of the order in question.
• We are not liable for items left in pockets, pre-existing damage, luxury items submitted without prior disclosure, or items in the excluded category.
• Your statutory consumer rights under the Consumer Protection Act (No. 2 of 2008) are not excluded by this clause.

8. Excluded Items — Not Accepted in Bucket Wash

The following are not accepted under any bucket wash package:

• Blankets, duvets, and heavy bedding
• Suits, blazers, and formal garments requiring dry cleaning
• Wedding gowns and graduation gowns
• Oversized garments, curtains, and carpets
• Items soiled with hazardous, biohazardous, or illegal substances

Submitting excluded items may result in the order being returned uncleaned with no refund.

9. Consumer Rights (Consumer Protection Act No. 2 of 2008)

Your statutory consumer rights under Tanzanian law are not limited by these Terms. You have the right to:

• Receive services of acceptable quality
• Accurate and transparent information about services and pricing
• Lodge complaints and receive a timely response
• Seek redress through the Fair Competition Commission of Tanzania (FCC)

10. Prohibited Conduct

You must not:

• Submit prohibited or hazardous items
• Provide false or misleading pickup addresses
• Abuse, harass, or threaten riders, partners, or DobiKisasa staff
• Attempt to defraud the platform, riders, or laundry partners
• Create multiple accounts to circumvent suspensions
• Use the platform for any purpose unlawful under Tanzanian law

Violations may result in immediate account suspension and referral to law enforcement.

1. Independent Contractor Status

Riders on DobiKisasa are independent contractors, not employees of DobiKisasa. The Employment and Labour Relations Act (No. 6 of 2004) does not apply. Riders are not entitled to employment benefits, pension contributions, sick leave, or workers' compensation from DobiKisasa.

2. Eligibility

• Must be at least 18 years old with a valid Tanzanian National ID (NIDA-verified)
• Must hold a valid driving licence — Class A (motorcycle) or Class B (vehicle)
• Must provide a valid vehicle registration certificate
• Must comply with the Road Traffic Act (No. 30 of 1973) at all times
• Must have an active mobile money account in their own name

3. Earnings & Tax Obligations

• Riders earn 30% of each completed order value. Commission rates may be revised with 14 days' notice.
• Earnings are credited after customer payment confirmation and may be withdrawn to registered mobile money.
• Riders are personally responsible for declaring income to TRA under the Income Tax Act (Cap. 332).
• DobiKisasa may deduct and remit Withholding Tax (WHT) to TRA where legally required and will issue a WHT certificate.
• DobiKisasa does not contribute to social security (NSSF/PPF) on behalf of riders.

4. Obligations & Code of Conduct

• Complete assigned jobs promptly, safely, and professionally.
• Accurately count and record all items at pickup and delivery — discrepancies must be reported immediately.
• Do not open, alter, remove, or damage customer items — breach may result in financial liability.
• Treat all customers, partners, and DobiKisasa staff with courtesy and professionalism.
• Comply with the Road Traffic Act and all traffic regulations at all times.
• Do not accept or solicit off-platform payments from customers.
• Maintain a minimum customer rating of 3.5 stars (out of 5).

5. Liability for Customer Items

While customer items are in your physical custody, you bear responsibility for their safekeeping. Proven claims for items damaged, lost, or stolen in your custody will be deducted from pending earnings after a fair investigation.

6. Deactivation

DobiKisasa may deactivate rider accounts for:

• Performance consistently below the 3.5-star rating threshold
• Fraudulent activity or identity misrepresentation
• Theft, damage, or mishandling of customer property
• Failure to complete accepted jobs without valid reason (two or more occasions)
• Harassment or abuse of customers, partners, or staff
• Breach of these Terms or applicable Tanzanian law

1. Partner Status

Laundry partners are independent businesses that have contracted with DobiKisasa to receive and process orders. Partners are responsible for all their own business licences, premises, staff, and compliance with Tanzanian business and health regulations including the Business Activities Registration Act (BARA, 2007) and relevant health and hygiene standards.

2. Revenue Share

• Partners receive 60% of the order value for each completed order processed.
• 10% is retained by DobiKisasa as a platform service fee.
• 30% goes to the rider(s) handling pickup and return delivery.
• Revenue is credited after customer payment is confirmed; withdrawal frequency is configurable.
• Partners are responsible for their own tax obligations to TRA on earnings received.

3. Quality Standards & Obligations

• Maintain a minimum platform rating of 3.5 stars to remain listed.
• Process orders within the agreed 48-hour window from receipt.
• Notify DobiKisasa admin immediately of any unavoidable delay.
• Verify cloth count with the rider upon receipt and confirm all items before marking “Ready for Return”.
• Maintain hygiene and health standards as required by Tanzanian law.
• Do not sub-contract orders to third parties without prior DobiKisasa approval in writing.
• Review all claims for damaged garments within 24 hours of notification.

Dispute Resolution

Disputes should first be raised with our support team at dobi@dobikisasa.co.tz. If unresolved within 30 days, either party may refer the matter to the Fair Competition Commission of Tanzania (FCC) for consumer matters, or the competent courts of the United Republic of Tanzania (seat: Dar es Salaam).

Force Majeure

DobiKisasa shall not be liable for delays or failure to perform due to events beyond our reasonable control, including natural disasters, government action, network outages, civil unrest, or public health emergencies declared by the Government of Tanzania.

Intellectual Property

The DobiKisasa name, logo, platform design, and all content are owned by DobiKisasa and protected under applicable intellectual property laws. Reproduction or misuse without prior written consent is prohibited.

Amendments

We may update these Terms. Material changes will be communicated via in-app notification or email at least 14 days before taking effect. Continued use after that date constitutes acceptance.

Governing Law

These Terms are governed by the laws of the United Republic of Tanzania, including the Law of Contract Act (Cap. 345) and the Electronic Transactions Act (No. 15 of 2015). The courts of Dar es Salaam shall have exclusive jurisdiction.

Contact & Legal Notices

DobiKisasa Legal Team
Email: dobi@dobikisasa.co.tz
Phone: +255 715 166 699