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The fare depends on distance, how long the trip takes, and how busy the area is. The price you see before booking already includes all of that — there is no separate surge added afterwards. If the driver took a longer route than needed, or the trip was cancelled and you were still charged, open a ticket below with the trip and we will look at it.

The fare is shown on the booking screen next to each vehicle, before you confirm. That is the price for the trip as requested. It is honoured unless the route materially changes — a new destination mid-trip, or a long detour. If a detour was not your choice, open a ticket below with the trip and we will look at it.

No. TwiDi Cash is for paying for trips, food, deliveries and rentals inside the app — it cannot be withdrawn to MoMo or a bank. Only add what you expect to spend. If you are closing your account, spend the balance first: we will not close an account holding money.

If a payment went through and the booking did not appear, do not pay again. Check Activity first — the booking is usually there. If it is not, open a ticket below with the MoMo message or the amount and time, and we will trace it. Anything taken for a booking that never happened is refunded.

For Cargo, you pay TwiDi when you place the order. TwiDi pays the supplier when the driver collects your load, and pays the driver only when you give the four-digit PIN shown in the app. Give the PIN once the load is where you want it, and not before. If something is wrong with the load, tap Something Wrong With the Load? instead — TwiDi looks at it, decides, and tells you both why. If no driver takes it, or you cancel before one accepts, all of it comes back to you without anyone asking.

Open the delivery in Activity — it shows where it is and the driver's number. Calling them is usually quickest. If it has not arrived and you cannot reach the driver, open a ticket below. Because the payment is held until you give the code, your money is still with TwiDi.

When a parcel reaches the shop, you get a collection code. Show it to the shopkeeper and they will hand it over. Take some ID if the parcel is valuable. The shop is not required to release a parcel to someone without the code.

Open the trip in Activity and call the driver — most things are found this way within the hour. If you cannot reach them, open a ticket below with the trip and what you left. We will contact the driver. TwiDi cannot guarantee an item is recovered, and drivers are not required to make a special journey to return one — though most will.

Tell us what happened and when. Open a ticket below with the trip — every report is read. If you are in immediate danger, call 191 first. The app has an emergency button on the trip screen that shares your location with your trusted contacts. Serious reports can result in a driver being removed from TwiDi.

Open a ticket below with the order and what was wrong — a photo helps. Where the vendor got it wrong we refund the item. Where a delivery took much longer than quoted we look at the courier side. Either way, tell us within a day while the vendor still remembers the order.

Account → Delete account, in the app. We remove your name, phone number, email, photo, saved places and identity documents. Records of completed trips, deliveries and payments are kept without your personal details — we are required to keep financial records, and other people appear in those same records. Spend or withdraw any wallet balance first. We will not close an account holding money.

Your number is how you sign in, so it cannot be changed in the app. Open a ticket below from the account you still have access to, and tell us the new number. If you have lost access to the old number entirely, we will need to verify who you are before moving anything.

Close it fully and open it again — that clears most problems. If it persists, check you are on the latest version, and that the phone has signal. Tell us in a ticket below what you were doing when it went wrong, and what phone you are using.

If none of the other topics fit, tell us below — but the more you put in the first message, the faster this ends. What helps most: · What you were trying to do · What happened instead · When it happened, roughly · The trip, order or delivery, if there was one You can find any of those in Activity. A message saying only "it is not working" takes several replies to get anywhere; one with the details usually takes one.

A few words TwiDi uses that are worth knowing — most of them turn up when something has gone wrong, which is the worst time to meet a word for the first time. DELIVERY PIN The four digits shown in the app for a Cargo delivery. The driver is paid when you give them, so give them once the load is where you want it — not before. If it never comes, you are refunded. COLLECTION CODE For parcels held at a shop. Show it to the shopkeeper and they hand the parcel over. Without it they should not release it, which is what protects your parcel. TWIDI CASH Money added to your account to pay for trips, food, deliveries and rentals. It cannot be withdrawn to MoMo or a bank, so only add what you expect to spend. SURGE When an area is busy, fares rise so more drivers head there. It is already included in the price you see before booking — nothing is added afterwards. ALLOCATION FEE What a driver pays TwiDi to receive a trip. It comes out of their side, not yours — you are never charged commission on top of the fare you were quoted.