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Gilanta Super App — One App. One Africa. Endless Possibilities.
Welcome to Gilanta Super App (“Gilanta,” “we,” “us,” or “our”).
Gilanta Super App is a digital platform owned and operated by Gilanta LTD. It connects customers with restaurants, shops, drivers, vehicle rental businesses, service providers, workers and other participating businesses through a single digital platform.
Depending on availability and location, the platform may provide access to food ordering, shopping, delivery, transportation, parcel delivery, car rental, restaurant reservations, professional services and other on-demand services.
These Terms and Conditions (“Terms”) govern your access to and use of the Gilanta Super App website, mobile applications, related digital services and associated platform features.
By creating an account, accessing the platform, placing an order, requesting a service, registering as a merchant or service provider, or otherwise using the platform, you agree to these Terms and any applicable service-specific conditions.
If you do not agree with these Terms, you must not use the platform.
Gilanta Super App is owned and operated by:
Gilanta LTD
Gilanta may operate through different application interfaces designed for customers, stores, drivers, service providers and workers. Each application forms part of the Gilanta platform and is subject to these Terms and any additional conditions applicable to its users.
For the purposes of these Terms:
By using Gilanta Super App, you confirm that you have read, understood and agreed to these Terms.
Additional conditions may apply to specific services, payment methods, promotions, commercial arrangements or user categories.
Where a separate merchant, driver, service provider or worker agreement applies, that agreement will govern the matters it specifically addresses, subject to applicable law.
Acceptance of these Terms does not replace any licence, permit, insurance requirement, employment agreement or other legal obligation applicable to a particular activity.
You may use the platform only if you are legally capable of entering into the relevant agreement.
Where a service has age, licensing, professional qualification or other eligibility requirements, you must meet those requirements before using the service.
Drivers must satisfy applicable driving and vehicle requirements. Merchants and service providers must maintain any registrations, licences or permits required for their businesses.
You agree to provide accurate, current and complete information when registering and to update it when necessary.
Certain platform features require an account.
Users agree to:
Gilanta may request additional information or verification where reasonably necessary for security, fraud prevention, service eligibility or legal compliance.
Accounts may be restricted, suspended or terminated where there are reasonable grounds to suspect fraud, misuse, unauthorised access or a material breach of these Terms. Where appropriate and lawful, users will be informed of the reason and any available review process.
Gilanta Super App may provide access to:
Services may vary by location, operating hours, participating providers, regulatory requirements and technical availability.
Gilanta may introduce, modify or discontinue platform features, subject to existing contractual obligations and applicable law.
Gilanta provides digital tools through which users may discover, request, purchase or arrange goods and services.
The role of Gilanta in a transaction depends on the relevant service, the identity of the contracting supplier and the terms presented when the transaction is made.
Where an independent merchant or service provider supplies goods or performs a service, that party remains responsible for the obligations that apply to its supply or performance.
Gilanta may facilitate bookings, communications, payments, customer support, order management and dispute handling. These functions do not automatically make Gilanta the employer, agent, partner or direct supplier of every participating provider.
Nothing in these Terms excludes a responsibility that Gilanta itself has under a contract or applicable law.
Customers may use the platform to browse services, compare available options, place orders, make bookings, pay for transactions and review their history.
Customers agree to:
Customers are responsible for ensuring that their order or booking details are correct.
Customers may order food and beverages from participating restaurants and vendors.
Menu items, ingredients, photographs, availability, prices and preparation times are generally supplied or confirmed by the relevant restaurant.
Restaurants are responsible for the food they supply and for complying with applicable food safety and hygiene requirements.
Customers should communicate allergies or dietary requirements before ordering. Gilanta cannot guarantee that food is free from a particular allergen unless expressly confirmed by the responsible supplier.
Estimated preparation and delivery times are not guaranteed unless stated otherwise.
Missing, incorrect, damaged or materially unsatisfactory orders should be reported promptly through the available support channel.
Customers may purchase products from participating stores and merchants.
Customers should review product descriptions, prices, specifications, availability, warranties and delivery conditions before purchasing.
Merchants are responsible for supplying products that conform to their descriptions and for meeting applicable legal obligations.
Claims involving defective, damaged, missing, incorrect or materially misdescribed products should be reported promptly.
Returns, replacements, exchanges and refunds will be handled under the applicable transaction conditions and mandatory consumer protections.
Gilanta may facilitate bookings for taxis, ride-hailing and other approved transportation services.
Customers should review pickup locations, destinations, estimated fares and applicable conditions before confirming a ride.
Customers must provide accurate trip details, be ready at the agreed pickup point, follow lawful safety instructions and treat drivers respectfully.
Drivers must hold the necessary licences and comply with applicable road safety, insurance and vehicle requirements.
Fares may depend on distance, duration, demand, waiting time, tolls, applicable taxes and other disclosed charges.
Neither customers nor drivers may use the platform to arrange unlawful or unsafe transportation.
Users may request parcel collection and delivery where the service is available.
Customers must provide accurate pickup and destination information, describe parcels honestly and package items appropriately.
Users must not request delivery of unlawful goods, stolen property, prohibited dangerous materials or other items that the relevant service cannot lawfully carry.
Drivers may refuse parcels where there are reasonable concerns about legality, safety, packaging or compliance with service requirements.
Loss, damage, delay and non-delivery claims should be reported promptly with the relevant transaction information.
Gilanta may facilitate bookings for rental vehicles supplied by participating rental businesses or vehicle owners.
Rental conditions may include driver eligibility, licence requirements, deposits, insurance, mileage limits, fuel requirements, return deadlines, damage assessments and cancellation conditions.
Customers must review and accept the applicable rental agreement before taking possession of a vehicle.
Customers must use vehicles lawfully, take reasonable care of them and promptly report accidents, damage, theft or mechanical problems.
Vehicle ownership, maintenance, insurance and rental obligations remain with the parties legally responsible for them.
Customers may reserve tables or request dining arrangements through the platform where available.
A reservation request is not confirmed until the platform or restaurant provides confirmation.
Customers should arrive at the agreed time and comply with disclosed reservation conditions.
Restaurants may establish reasonable conditions relating to group size, table availability, deposits and late arrival, subject to applicable law.
The platform may connect customers with service providers and workers offering professional, home-based or other on-demand services.
Customers should review the service scope, price, timing, qualifications and limitations before confirming a booking.
Customers must provide a reasonably safe working environment and communicate relevant access or safety information.
Service providers and workers must perform accepted services with reasonable care, skill and professionalism and comply with applicable safety, licensing and industry requirements.
Complaints about incomplete, defective, delayed or unsafe services should be reported promptly.
Gilanta applies a standard 10% platform commission to eligible completed transactions facilitated through the platform.
Unless a different arrangement has been agreed in writing and disclosed to the relevant parties, the allocation is as follows:
| Allocation | Percentage |
|---|---|
| Gilanta LTD platform commission | 10% |
| Merchant, driver, service provider or other entitled recipient | 90% |
| Total | 100% |
The 90% share is payable to the party entitled to receive the transaction proceeds, according to the relevant service arrangement.
The commission is calculated on the applicable transaction amount as defined in the relevant commercial or service agreement. Any exclusions, such as separately identified taxes, tips, delivery charges or other items, must be clearly specified in that agreement or the applicable transaction terms.
Unless otherwise agreed, the standard commission applies to eligible transactions processed through Gilanta, including relevant orders and bookings completed through the platform.
Additional fees, taxes, deductions or charges must be disclosed where required by law and the applicable agreement.
Where a transaction is cancelled, refunded, reversed or disputed, Gilanta may make corresponding adjustments to the commission and recipient allocation so that the final amounts reflect the completed transaction and applicable refund rules.
If a commission has already been allocated for a transaction that is subsequently refunded, the necessary adjustment may be made through the relevant account or settlement process, subject to the applicable agreement and law.
Gilanta may establish separate written commercial terms for merchants, drivers and service providers covering commission calculations, payment processing, refunds, deductions, chargebacks, account balances and settlement arrangements.
Where such an agreement applies, it must be read together with these Terms.
The platform may support mobile money, cards, digital payment services, cash or other payment methods made available for a particular service.
Payment methods may vary by location, provider and transaction type.
Users agree to pay the amount properly due for confirmed transactions through an accepted payment method.
Where a third-party payment provider processes a transaction, its applicable terms and security procedures may also apply.
Users must not use stolen payment credentials, unauthorised accounts or fraudulent payment methods.
If a payment is duplicated, incorrectly charged or not properly recorded, the user should contact support with the relevant transaction reference.
Unless otherwise agreed in writing, the standard settlement period for eligible merchant, driver, service provider or other recipient proceeds is within 24 hours of the applicable settlement trigger.
The settlement trigger must be defined in the relevant service or commercial arrangement. Depending on the transaction, it may be order completion, delivery confirmation, service completion or another agreed event.
The 24-hour period is subject to:
If a payment provider or financial institution delays a transfer, Gilanta will take reasonable steps to facilitate resolution, but the actual time for funds to appear in a recipient’s account may depend on that provider.
Recipients must provide accurate payout details and any required verification information.
Gilanta may correct duplicate payments, erroneous allocations or amounts affected by valid refunds or reversals in accordance with the applicable agreement and law.
Gilanta’s standard refund policy for eligible customer cancellations is based on the time elapsed since the order or booking was confirmed.
| Time of cancellation | Standard refund entitlement |
|---|---|
| Within the first 10 minutes after confirmation | 100% of the eligible amount paid |
| After the first 10 minutes | 50% of the eligible amount paid |
The refund period begins when the relevant order or booking is confirmed by the platform, unless a different starting point is expressly disclosed and agreed for a particular service.
The refund is calculated on the eligible amount actually paid for the transaction. Any exclusions must be disclosed in the relevant service terms before the transaction is confirmed and must comply with applicable law.
Refunds will be processed through the original payment method where practicable or through another lawful method agreed with the customer.
The time taken for funds to reach the customer may depend on the payment provider or financial institution.
Customers may be asked to provide the transaction reference and reasonable supporting information to verify a refund request.
The standard 100%/50% cancellation schedule does not automatically apply where a merchant, driver or service provider cancels a transaction or fails to provide the agreed service.
Where the supplier cannot fulfil a paid order or booking, the customer will be entitled to the refund or other remedy required by the applicable contract and law. This may include a full refund where required.
Claims involving missing, damaged, defective, incorrect or materially misdescribed goods, or services that were not provided as agreed, will be reviewed according to the relevant transaction conditions and applicable law.
Where the law requires a full refund, replacement or other remedy, that requirement will prevail over the standard cancellation schedule.
Nothing in this policy removes or limits any consumer right that cannot lawfully be excluded.
Gilanta may investigate suspected fraudulent refund claims and take proportionate action where supported by evidence.
Customers should cancel orders and bookings through the platform as soon as possible when they no longer require a service.
Any cancellation fee must be properly disclosed, reasonably applicable to the transaction and permitted by law.
Depending on the service and applicable terms, charges may relate to preparation, dispatch, completed work, waiting time or other properly disclosed costs.
Drivers, merchants and service providers should not cancel accepted transactions without a reasonable basis. Where cancellation is unavoidable, they should notify the customer promptly.
Repeated unjustified cancellations, false bookings or no-shows may lead to an account review or proportionate restrictions.
Merchants using the Store App agree to:
Merchants must not list prohibited products, create fake orders, manipulate reviews or use the platform to facilitate fraud.
Merchant-specific agreements may set out additional operational and commercial requirements.
Drivers using the Driver App agree to:
Drivers must not falsify trip records, misuse customer information, demand unauthorised payments or undertake prohibited deliveries.
Access to driver features may depend on verification and approval. Registration alone does not guarantee approval or continued access to jobs.
The legal nature of a driver’s relationship with Gilanta depends on the actual agreement and applicable law.
Service providers using the Provider App agree to:
Providers must not misrepresent qualifications, charge undisclosed fees or manipulate bookings.
Workers using the Worker App must comply with the requirements applicable to their assigned tasks.
Workers agree to provide accurate registration information, accept only authorised tasks, follow safety procedures, treat customers respectfully, protect property and personal information, report incidents promptly and record task completion honestly.
Workers must not falsify completion records, misuse platform tools, demand unauthorised payments or undertake unlawful or unsafe tasks.
Any employment, contractor or other working relationship is determined by the actual agreement and applicable law, not solely by the name of the application used.
Users must not:
Gilanta may investigate suspected violations and take proportionate action consistent with these Terms and applicable law.
Users may submit reviews, ratings, photographs, comments or other content.
Users remain responsible for their submissions and must ensure that content is truthful, lawful and based on genuine experience when presented as a review.
Users must not submit fabricated reviews, manipulate ratings, disclose another person’s private information without authorisation or upload content that infringes intellectual property rights.
By submitting content, users grant Gilanta a non-exclusive, worldwide, royalty-free licence to host, store, reproduce, display and use the content as reasonably necessary to operate, promote and improve the platform, subject to applicable law.
This licence does not transfer ownership of the content to Gilanta.
The Gilanta name, branding, logos, software, interface, design and other platform materials are owned by Gilanta LTD or its respective licensors, unless otherwise stated.
Users may access and use the platform for its intended purposes in accordance with these Terms.
Unless authorised or permitted by law, users must not copy, modify, distribute, sell, sublicense or commercially exploit Gilanta’s intellectual property.
Merchants and providers retain their rights in their own materials but grant Gilanta the permissions reasonably necessary to display and use those materials for platform operation and fulfilment.
Gilanta or participating merchants may offer discounts, promotional codes, referral rewards, loyalty benefits or other incentives.
Each promotion may have its own eligibility requirements, validity period, minimum spend, service restrictions and redemption limits.
Promotions must not be used fraudulently or through unauthorised account manipulation.
Unless otherwise stated, promotions have no cash value and cannot be transferred.
Gilanta may correct errors, suspend a promotion or disqualify abusive use where reasonably necessary, subject to applicable law and rights already established.
Gilanta may communicate with users through email, telephone, SMS, in-app notifications or other contact methods supplied by the user.
Communications may relate to account verification, orders, bookings, payments, service updates, security, complaints and changes to platform terms.
Operational and security communications may be necessary to provide the service.
Marketing communications will be handled according to applicable law and available communication preferences.
Users should keep their contact details up to date.
Gilanta handles personal information in accordance with its separate Privacy Policy and applicable data protection laws.
Depending on the service, information may include identity and contact details, delivery addresses, location information, transaction records, account details and service history.
Information may be used for account administration, order fulfilment, payments, customer support, security, fraud prevention, service improvement and legal compliance.
Where necessary to fulfil a transaction, relevant information may be shared with merchants, drivers, service providers, payment processors or other authorised participants.
Users must handle personal information obtained through the platform lawfully and only for authorised purposes.
For details about how Gilanta collects, uses, stores and shares personal information, users should read the Gilanta Super App Privacy Policy.
Privacy questions and requests may be sent to info@gilanta.com.
The platform may integrate with or link to third-party services, including payment processors, mapping services, messaging providers and participating businesses.
Those services may have their own terms and privacy notices.
Gilanta does not automatically control every third-party system or external website. Responsibility for third-party services depends on the relevant agreement and applicable law.
Nothing in this section excludes responsibility that Gilanta has for its own acts, omissions or contractual obligations.
Gilanta aims to provide a reliable platform but does not guarantee uninterrupted access at all times.
Service interruptions may occur because of maintenance, software updates, network failures, payment provider interruptions, power outages, cyber incidents or other circumstances beyond reasonable control.
Gilanta may temporarily suspend features where reasonably necessary to protect users, maintain security, perform maintenance or comply with legal obligations.
Where a disruption materially affects a paid transaction, users may contact support for review under the applicable transaction terms and law.
Gilanta may update platform features, operating procedures and these Terms as services develop or legal and commercial requirements change.
Where a change materially affects users’ rights or obligations, Gilanta will provide notice through an appropriate channel where required by law.
Revised Terms will state their effective date. Continued use after that date may constitute acceptance where legally permitted and any required notice or consent has been obtained.
Changes will not retrospectively remove accrued rights or override mandatory legal protections.
Users may stop using the platform and request account closure through available account settings or by contacting Gilanta.
Gilanta may restrict, suspend or terminate an account where reasonably necessary because of a material breach of these Terms, suspected fraud, unlawful activity, serious safety concerns, false verification information, repeated abuse, legal requirements or another legitimate reason permitted by law.
Where appropriate and lawful, Gilanta will provide notice of the decision and an opportunity to respond or request a review.
Account closure does not automatically cancel outstanding payment obligations, valid claims or duties that are intended to survive termination.
Personal information retained after account closure will be handled according to the Privacy Policy and applicable law.
Users should take reasonable precautions when arranging deliveries, transportation, rentals or in-person services.
If immediate danger or an emergency arises, users should contact the relevant local emergency service first. Platform support is not a substitute for emergency assistance.
Users should promptly report suspected fraud, harassment, unsafe conduct, unauthorised access or serious service incidents to Gilanta.
Reports should include the relevant transaction reference and a factual description of the concern. Gilanta may request additional information where reasonably necessary and lawful.
The platform is provided subject to its stated features, availability and applicable service terms.
To the extent permitted by law, Gilanta does not guarantee that every listing, estimated arrival time, third-party service or external system will always be available, error-free or suitable for every user’s circumstances.
Users should review supplier information and transaction conditions before confirming a booking or purchase.
Nothing in these Terms excludes any warranty, consumer right, statutory obligation or other protection that cannot lawfully be excluded.
To the extent permitted by applicable law, Gilanta will not be liable for indirect or consequential losses that were not reasonably foreseeable when the relevant agreement was made.
Where Gilanta is legally responsible for a loss arising from its own breach, negligence, unlawful conduct or other actionable act or omission, liability will be determined under applicable law and the relevant agreement.
Gilanta is not automatically responsible for every independent act or omission of a merchant, driver, rental company or service provider. Responsibility depends on the transaction, the relevant party’s obligations and applicable law.
Nothing in these Terms limits liability for matters that cannot lawfully be limited.
To the extent permitted by law, a user who causes loss to Gilanta through fraud, unlawful conduct, infringement of third-party rights or a material breach of these Terms may be responsible for direct losses and reasonable costs legally attributable to that conduct.
This provision does not make a user responsible for losses caused by Gilanta’s own unlawful conduct or remove protections that cannot lawfully be excluded.
Gilanta will not be treated as having breached an obligation to the extent performance is prevented or materially delayed by circumstances beyond its reasonable control, such as natural disasters, public emergencies, major network failures, civil unrest, government restrictions or widespread service-provider disruptions.
Gilanta will take reasonable steps to reduce the effects of such circumstances and resume affected services when practicable.
This section does not automatically excuse refunds or other obligations that remain legally due.
Users are encouraged to raise concerns with Gilanta first so that the matter can be reviewed and, where appropriate, resolved informally.
A complaint should include the user’s contact details, transaction reference, incident date, description of the problem, supporting information and requested resolution where available.
Gilanta may contact the relevant merchant, driver or provider where necessary and lawful to investigate.
Where a complaint cannot be resolved informally, users may pursue remedies available through competent courts, regulators or other lawful dispute resolution processes.
Nothing in these Terms prevents a user from exercising statutory rights or making a complaint to a competent authority.
These Terms are intended to be governed by the laws of the Republic of Rwanda, except where another law must apply under mandatory legal rules.
Subject to applicable jurisdictional requirements and mandatory consumer protections, disputes relating to these Terms may be brought before the competent courts of Rwanda.
Nothing in this section prevents a user from exercising a right to bring proceedings in another forum where applicable law provides that right.
If any provision of these Terms is found to be unlawful, invalid or unenforceable, it will be interpreted or limited to the minimum extent necessary where legally permitted.
The remaining provisions will continue in effect to the extent that they remain valid and enforceable.
If Gilanta does not immediately enforce a provision of these Terms, that does not automatically mean that Gilanta has waived its right to enforce it later.
Any waiver will be interpreted in accordance with applicable law and the circumstances in which it is given.
Users may not transfer their accounts or assign their rights or obligations under these Terms without any required authorisation.
Gilanta may transfer or reorganise its rights and obligations in connection with a legitimate corporate restructuring, merger, acquisition or transfer of business, subject to applicable law and any required notice or consent.
No assignment may remove a user’s mandatory legal protections.
These Terms, together with applicable service-specific conditions, transaction terms, commercial agreements and the Privacy Policy, form the relevant agreement governing use of the platform.
Where a separate agreement applies to a merchant, driver, service provider or worker, that agreement will govern the matters it specifically addresses, subject to applicable law.
If a provision in these Terms conflicts with a mandatory legal requirement, the legal requirement will prevail.
For questions about these Terms, platform access, transactions, complaints or other related matters, contact:
Gilanta LTD — Gilanta Super App
When contacting support about an order or booking, include the relevant transaction reference where available.
Gilanta Super App is committed to making digital services more accessible by connecting customers with merchants, drivers, service providers, workers and other participating businesses through one platform.
By using Gilanta Super App, you agree to comply with these Terms, respect other platform participants and use the services responsibly.
Gilanta Super App — One App. One Africa. Endless Possibilities.
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