Terms of Service

Sura Ride Technologies operates Sura, a technology platform that connects passengers in Juba and the surrounding areas of South Sudan with independent drivers, and that carries parcels between senders and recipients.

We provide the software, the booking and payment tools and the support service. We do not employ drivers and we do not own the vehicles. Drivers are independent contractors who choose when to work. The transport contract is between you and the driver; ours is the platform that introduces you.

• You must be at least 18 years old.
• You must give accurate registration details and keep them up to date.
• Your account is personal to you and may not be transferred or shared.
• You are responsible for what happens on your account and for keeping your phone and sign-in secure.

Registration needs a South Sudanese mobile number, verified by a one-time code. Tell us at [email protected] straight away if you think someone else has used your account.

A booking becomes a contract when a driver accepts it. Any fare shown beforehand is an estimate.

You can cancel free of charge until a driver has been assigned. After that a cancellation fee may apply; the app shows you the amount before you confirm.

If you are not at the pickup point when the driver arrives and cannot be reached, the trip may be recorded as a no-show and a fee may apply.

• Fares are in South Sudanese Pounds and are based on distance, time, vehicle type and the rates in force, which may include higher rates at busy times.
• An estimate is indicative. The final fare can differ if the route changes, if you add stops, or for waiting time.
• Trips are paid in cash to the driver, or from a Sura wallet balance where available. We do not take card or bank details. Mobile money is not yet available.
• Receipts for completed trips are in the app.
• Raise a fare dispute within 24 hours of the trip through Help in the app.

You may send parcels through Sura. You are responsible for what you send and you must not send anything illegal, dangerous, perishable in a way that will spoil, or prohibited by law.

Do not send cash, jewellery, documents that cannot be replaced or other high-value items. A driver may refuse to carry a parcel. You are responsible for describing the contents honestly and for the recipient's details being correct.

You agree not to:

• Use Sura for anything unlawful.
• Give false or misleading information.
• Harass, threaten, discriminate against or intimidate a driver, a passenger or our staff.
• Damage or badly soil a vehicle. You may be charged for cleaning or repair.
• Carry prohibited or illegal goods.
• Book a trip for someone who is a danger to the driver.
• Interfere with the apps or attempt to gain unauthorised access to our systems.

Breaking these rules can lead to suspension or permanent removal from the platform.

Drivers on Sura must hold a valid South Sudanese driving licence, keep their vehicle roadworthy and lawfully on the road, obey traffic law, treat passengers with respect, and take passengers to the agreed destination without unnecessary detours.

Before a driver is approved, we check the identity, licence and vehicle documents they submit, and we may ask for insurance, roadworthiness or police-clearance documents. This is a review of submitted documents. It is not a criminal-record check, and it cannot guarantee any driver's future conduct.

Drivers may owe Sura commission on completed trips under their separate driver agreement. Complaints about a driver can be raised through Help in the app.

Trips are tracked live in the app and an Emergency SOS in the Safety Centre can reach South Sudanese emergency services during a trip.

In an emergency, always contact the emergency services first. We cooperate with South Sudanese law enforcement where the law requires it.

Sura is not an emergency service and cannot guarantee a response time.

We may suspend or close an account if these terms are broken, if there is fraud or a safety risk, or if the law requires it. Where it is reasonable to do so we will tell you why and how to appeal.

You may close your account at any time — see the Privacy Policy for what is erased and what must be kept. Closing an account does not cancel money already owed in either direction.

To the fullest extent allowed by South Sudanese law, our liability to you for any claim connected with a trip is limited to the fare paid for that trip.

We are not responsible for:

• Delays from traffic, weather, road conditions or other events outside our control.
• Property lost or left in a vehicle.
• The acts or omissions of an independent driver or a passenger.
• Indirect or consequential loss.

Nothing in these terms limits liability where the law does not allow it to be limited — including liability for death or personal injury caused by our own negligence, or for fraud.

The Sura name, logo, apps, website, designs and software belong to Sura. You may use them only to use the service. You may not copy, adapt, resell or reverse-engineer them without our written permission.

We may update these terms. If a change materially affects you we will notify you in the app before it takes effect, and continuing to use Sura afterwards means you accept the updated terms. The date at the top shows the current version.

These terms are governed by the law of the Republic of South Sudan, and the courts of South Sudan have jurisdiction over any dispute arising from them.

We would much rather resolve a problem directly — please contact us first.

Sura Ride Technologies — Juba, South Sudan.

• Legal: [email protected]
• Support: [email protected]