Legal
Terms of Service
Effective Date: September 2026 · Last Updated: September 2026
Governed by the laws of the Republic of Kenya
1. Acceptance of Terms
By accessing or using Ma3flow (the “Platform”), including our website, mobile applications, and APIs, you agree to be bound by these Terms of Service (“Terms”). If you do not agree to these Terms, you must not use the Platform. These Terms constitute a legally binding agreement between you (“User,” “you,” or “your”) and Ma3flow Technologies Limited (“Ma3flow,” “we,” “us,” or “our”).
2. Service Description
Ma3flow is a technology platform that provides real-time matatu tracking, stage information, route search, community reviews, Nganya spotlight, and M-Pesa payment processing for public transport in Nairobi, Kenya. We are a technology platform — we do not operate matatus, employ drivers, or set stages. Routes and stages are set by SACCOs and mapped by the community.
Live GPS Tracking
Real-time vehicle positions updated every 5 seconds
Stage Finder
Find boarding points for all routes
Route Search
Browse 50+ routes across 18 Nairobi corridors
M-Pesa Payments
Pay directly via Safaricom M-Pesa
Nganya Spotlight
Vote for Kenya's most iconic customized matatus
AI Traffic Bypass
ML-powered alternative route suggestions
3. Eligibility
To use Ma3flow, you must:
- •Be at least 13 years of age (users between 13–18 require parental/guardian consent)
- •Have a valid Kenyan phone number for M-Pesa and account verification
- •Be legally capable of entering into a binding agreement under Kenyan law
- •Not be barred from using digital services under any applicable law
4. User Accounts
Commuters: Register with a phone number and name. You may optionally provide an email address and profile photo.
Drivers: Register with a phone number, name, SACCO affiliation, route number, vehicle registration, and license details. Driver registration data is verified before account activation.
You are responsible for maintaining the confidentiality of your account credentials and for all activity that occurs under your account. Notify us immediately at support@ma3flow.com if you suspect unauthorized access.
5. User Responsibilities
Commuters
- •Provide accurate location and route data
- •Do not misrepresent vehicle locations or create fake reports
- •Use the Platform only for its intended purpose
Drivers
- •Maintain accurate GPS tracking during active trips
- •Do not manipulate passenger counts or vehicle data
- •Keep registration information up to date
- •Comply with all traffic laws and SACCO regulations
All Users
- •Do not attempt to exploit, hack, or abuse the Platform
- •Do not use automated tools (bots, scrapers) to access the Platform
- •Do not impersonate another person or entity
- •Report any bugs or security vulnerabilities responsibly
6. Payment Terms
Payments are processed via Safaricom M-Pesa STK Push. Ma3flow charges no additional fees beyond the amount set by the SACCO. The amount displayed is based on community reports and may vary from the amount charged by the conductor.
M-Pesa Terms: All M-Pesa transactions are subject to Safaricom's terms of service. Ma3flow does not store your M-Pesa PIN or full transaction details. We only retain transaction references for dispute resolution and regulatory compliance (7 years for tax purposes).
Refunds: If you believe you were overcharged, report the issue within 24 hours via the app. We will investigate and coordinate with the SACCO and Safaricom as needed.
7. Intellectual Property
The Platform, including its design, code, algorithms, content, and branding, is the intellectual property of Ma3flow Technologies Limited. You are granted a limited, non-exclusive, non-transferable license to use the Platform for its intended purpose.
User-generated content (reviews, stage reports, Nganya votes) remains your property, but by submitting it you grant Ma3flow a worldwide, royalty-free license to display, distribute, and use that content in connection with the Platform.
8. Privacy and Data Protection
Your use of the Platform is also governed by our Privacy Policy, which is incorporated into these Terms by reference. We process personal data in accordance with the Kenya Data Protection Act, 2019. By using the Platform, you consent to the collection and processing of your data as described in the Privacy Policy. You have the right to access, correct, delete, and port your data as outlined in Sections 26–34 of the DPA.
9. Limitation of Liability
Ma3flow is provided “as is” and “as available” without warranties of any kind, whether express or implied. We do not guarantee:
- •100% accuracy of ETA predictions or vehicle locations
- •Uninterrupted availability of the Platform (maintenance, outages may occur)
- •The conduct of drivers, conductors, or SACCOs
- •The outcome of M-Pesa transactions (subject to Safaricom's systems)
To the maximum extent permitted by Kenyan law, Ma3flow's total liability shall not exceed the amount you paid us in the 12 months preceding the claim. We shall not be liable for any indirect, incidental, special, or consequential damages.
10. Indemnification
You agree to indemnify and hold harmless Ma3flow Technologies Limited, its directors, employees, and agents from any claims, losses, damages, liabilities, and expenses (including legal fees) arising from your use of the Platform, your violation of these Terms, or your violation of any rights of a third party.
11. Suspension and Termination
By Ma3flow: We may suspend or terminate your account if you violate these Terms, engage in fraudulent activity, or compromise the safety of other users. We will notify you of the reason for termination.
By You: You may delete your account at any time through the app settings or by contacting support@ma3flow.com. Upon deletion, your personal data will be processed in accordance with our Privacy Policy and the DPA.
Effect of Termination: Your license to use the Platform terminates immediately. Data retention after termination is governed by Section 11 of our Privacy Policy.
12. Dispute Resolution
These Terms are governed by the laws of the Republic of Kenya. Any disputes arising from these Terms or your use of the Platform shall be resolved as follows:
- Negotiation: Contact us at support@ma3flow.com to attempt informal resolution.
- Mediation: If unresolved within 30 days, either party may refer the matter to mediation under the Nairobi Centre for International Arbitration (NCIA).
- Arbitration: Unresolved disputes shall be settled by arbitration under the Arbitration Act, 1995 of Kenya, with the seat in Nairobi.
13. Changes to These Terms
We may update these Terms at any time. Material changes will be notified via the app or website at least 30 days before they take effect. Continued use after changes constitutes acceptance. If you do not agree to the updated Terms, you must stop using the Platform and may delete your account.
14. Contact Us
General Support: support@ma3flow.com
Data Protection: dpo@ma3flow.com
Legal: legal@ma3flow.com
More info: Contact Page