Terms of Service
1. Who we are, and what this is
FAST operates a technology platform that connects people who need something delivered or moved with independent drivers and transport operators who are willing to do it. These Terms are the agreement between you and FastZim ("FAST", "we", "us") and they apply every time you use our customer app, our driver app, or any part of our service.
Read them before you use the app. By creating an account, requesting a delivery, or accepting a job, you accept these Terms. If you do not accept them, do not use the service.
We are not a transport company. We do not own the vehicles, we do not employ the drivers, and we do not carry your goods. What we provide is the platform: the listing, the matching, the price estimate, the messaging, the tracking and the records. The delivery itself is a contract between you and the driver who accepts your request.
2. Who may use the service
You may use FAST if you are 18 or older and able to enter a binding contract. You need a Zimbabwean mobile number that can receive a verification code, because that number is how we identify your account.
One person, one account. Do not create an account for someone else, do not share your account, and do not let anyone else use it. Anything done through your account is treated as done by you.
Drivers have further requirements — see section 9.
3. Your account
Keep your phone number current. It is how we send verification codes, delivery updates and account notices, and an out-of-date number will lock you out of your own account.
Tell us straight away if you think someone else has access to your account. Until you do, we have no way of telling their activity from yours.
We may suspend or close an account that is used for fraud, for abuse or threats towards another user, to move illegal goods, to manipulate prices or ratings, or in breach of these Terms. Where we can do so without frustrating the purpose, we will tell you why and give you a way to respond.
4. Requesting a delivery
When you request a delivery you tell us the pickup point, the destination, what is being moved, and anything about it a driver needs to know. That description matters: a driver accepts a job on the strength of it, and a job that turns out to be materially different from its description may be refused at the pickup point.
Your request is an offer, not a booking. It is sent to nearby drivers who may accept it, offer a different price, or ignore it. Until you choose a driver's offer, nothing is agreed and nothing is owed.
You are responsible for what you send. Do not use FAST to move anything you are not lawfully entitled to move. That includes, and is not limited to: illegal drugs; firearms, ammunition and explosives; poisons and hazardous chemicals; live animals, except where the driver has expressly agreed and the law allows it; human remains; counterfeit or stolen goods; and anything whose transport requires a permit or licence you do not hold.
Do not send cash, and do not send items of exceptional value — jewellery, precious metals, bearer instruments, irreplaceable documents. If you do so anyway, you do it at your own risk and section 12 limits what can be recovered.
5. Prices, and how they are set
We show you a recommended price before you request anything. It is calculated from the actual road route between your two points — not the straight-line distance — using the road distance, the estimated driving time, the service you chose, and any surcharges that apply, such as weight or extra helpers.
The recommended price is an estimate and a starting point. It is not a quotation and it does not bind anyone. You may accept it or name your own price instead.
The price is agreed when you accept a driver's offer, and it is the amount shown on that offer. It does not change afterwards unless the job itself changes — a different destination, a longer wait, extra items — in which case you and the driver must agree the new amount before the work is done.
All prices on the platform are in United States dollars (USD).
6. Paying for a delivery
You pay the driver directly, in cash, on completion. FAST does not take your payment, does not hold your money, and does not process card or mobile money payments for deliveries. There is no fee to you for using the platform.
This has a practical consequence worth stating plainly: because the money never passes through us, we cannot refund you. A dispute about payment is between you and the driver. We will provide the record of the job — the route, the times, the agreed price, the messages — to help you resolve it, and we act on drivers who are the subject of repeated, substantiated complaints.
Have the agreed amount ready. A driver who completes a job and is not paid may report it, and an account with unpaid deliveries against it can be suspended.
7. Cancelling
You may cancel before a driver accepts your request, at no cost.
After a driver has accepted, cancel as early as you can. A driver who has already travelled towards your pickup point has spent fuel and time on your job, and while we do not charge a cancellation fee, repeated late cancellation is treated as abuse of the service and can lead to suspension.
A driver may cancel a job they have accepted — a breakdown, an unsafe pickup point, goods that do not match the description. When that happens your request goes back out to other drivers.
8. Ratings, messages and conduct
Rate honestly. Ratings are how the next customer and the next driver judge who they are dealing with, and a rating given in bad faith damages a real person's livelihood.
The in-app chat is for arranging the delivery in front of you. Do not use it to harass, threaten or abuse anyone, to advertise, or to try to take the job off the platform after being matched through it.
Treat the person you are dealing with as you would want to be treated. Drivers are independent operators doing a job of work, not staff.
9. Drivers and transport operators
This section applies if you use the driver app.
You are an independent contractor, not our employee. There is no employment, agency, partnership or joint venture between you and FAST. You decide when to go online, which jobs to accept, what price to offer and what route to take. You are responsible for your own tax, and for your own insurance.
To take jobs you must hold and keep valid:
- a driver's licence valid for the vehicle you operate;
- vehicle registration in your name, or documented authority to operate it;
- motor insurance as required by Zimbabwean law, including any cover required for carrying goods for reward;
- any permit or licence your class of work requires.
We ask you to upload these documents and we check them. That check is an administrative one — it does not make us responsible for your vehicle, your driving or your compliance. Documents that expire must be replaced; we will suspend a driver whose documents have lapsed, and we may suspend one whose documents we cannot verify.
You must not let anyone else use your driver account, and you must not carry a job for another driver's account. The customer is entitled to know who is actually coming.
Your subscription
Access to jobs is sold as a subscription. While your subscription is active you keep the whole of every fare you agree with a customer — we take no commission and no per-job fee.
Subscriptions are prepaid, charged for a fixed period, and paid through Paynow. They are not refundable in part — if you stop working mid-period, or your account is suspended for a breach of these Terms, the remainder is not refunded. When a subscription lapses you stay signed in and keep your history, but you stop receiving job requests until it is renewed.
We will tell you before a subscription expires. We may change the price of a subscription, and will give at least 14 days' notice before a change takes effect; a period already paid for is charged at the price you paid.
If we ever switch from subscriptions to a commission on each fare, we will give at least 30 days' notice, and the rate will be shown in the app before you accept any job it applies to.
Location while you work
The driver app reports your location while you are online. It has to: it is how customers are matched to the driver nearest them, how a customer watching the map knows where their delivery is, and how a completed trip can be shown to have happened. Going offline stops it. If you are not willing to share your location while working, the driver app is not usable — that is not a setting we can offer.
10. What we do not promise
We work to keep the platform accurate and available, and we say plainly what we cannot guarantee:
- Availability. There may be no driver near you, or none willing to take your price. We do not guarantee that any request will be accepted.
- Estimates. Distances, durations, arrival times and recommended prices are estimates from road data and live traffic conditions. Roads change, maps lag behind them, and traffic is unpredictable. Where our road data will not support a route we say so in the app rather than present a guess as a fact.
- Uptime. The service depends on mobile networks, mapping data, payment providers and hosting we do not control. It will occasionally be unavailable.
- The other party. We check what we reasonably can, but we do not vouch for any driver's or customer's honesty, care or competence.
11. Your goods, and insurance
Your goods are not insured by us. FAST provides no cover of any kind for loss of or damage to what you send.
The driver carrying your goods is responsible for them while they are in their care, and any cover depends on that driver's own insurance. If the value of what you are sending matters to you, insure it yourself before you send it, or send it another way.
12. Limits on our liability
Nothing here excludes liability that cannot lawfully be excluded — including liability for death or personal injury caused by our negligence, or for fraud.
Subject to that: we are liable to you only for loss caused by our own failure to provide the platform with reasonable care and skill, and our total liability for any claim, or series of connected claims, is limited to US$100.
We are not liable for the acts or omissions of any driver or customer, for loss of or damage to goods, for loss of profit, revenue, business, contracts or expected savings, or for any indirect or consequential loss.
13. When something goes wrong
Raise it in the app first — Support, or the help option on the delivery itself. Give us the delivery reference, what happened, and what you want done. Most disputes are resolved that way, and we hold the records needed to do it.
If a dispute is not resolved that way, these Terms are governed by the laws of Zimbabwe, and the courts of Zimbabwe have jurisdiction.
14. Changes to these Terms
We may change these Terms. When we do we will update the date at the top and, where a change materially affects you, tell you in the app before it takes effect. Continuing to use the service after a change takes effect means you accept the revised Terms. The current version is always at this address.
15. Contact
FastZim
Harare, Zimbabwe
Email: enquiries@fastzim.co.zw
You can also reach us through Support in the app, which attaches your account and any relevant delivery to the message.
Also see our Privacy Policy, which explains what personal information we collect and what we do with it.