Effective 27 September 2026 · Twengo ScanGo app and book.twengo.io
1. The service
TWENGO LTD ("Twengo", "we") provides a fare collection and ticketing service in Kenya. Conductors and businesses use the ScanGo app to request M-PESA payments from customers, keep a record of fares, and withdraw collected money. Passengers use book.twengo.io to reserve seats on trains and pay by M-PESA.
Payments are processed by Safaricom's M-PESA. Twengo is not a bank and does not hold deposits. Money collected through the service is held on Twengo's M-PESA business account until it is paid out to the account holder.
2. Who can use it
You must be 18 or older, have a Safaricom number registered in your own name, and be legally able to enter this agreement. Business accounts must be operated by someone authorised by that business.
3. Your account
One account per phone number. The number is verified by SMS and cannot be changed without re-verification.
Your PIN is yours alone. Anything done with your PIN is treated as done by you. Tell us immediately at info@twengo.io if you think it has been compromised.
Do not share a device with your account signed in. Use Switch account or Log out.
We may suspend an account that shows signs of fraud, abuse of customer data, or breach of these terms.
4. Collecting fares
You may only request payment for goods or services you actually provide, for the correct amount.
Every payment prompt shows TWENGO LTD as the recipient and your conductor number or phone number as the account reference. Do not misrepresent who is collecting.
Customer phone numbers you see in the app may be used only to resolve the payment in question. Contacting customers for any other reason is a breach of these terms and of the Data Protection Act.
A fare recorded as paid in the app has been received by Twengo. Cash you collect outside the app is not our responsibility.
5. Your balance and payouts
Your balance is the total of fares collected through your account, less Twengo's fees and previous payouts. It is not a deposit and does not earn interest.
Payouts go only to the Safaricom number registered on your account. There are no transfers to other people, tills, paybills or bank accounts.
Minimum payout is KES 100. A payout fee applies according to the schedule shown in the app before you confirm. Fees may change; the schedule in the app is the one that applies.
A payout you confirm cannot be cancelled. If M-PESA rejects it, the amount returns to your balance.
You can set a reserve amount that always stays on your balance.
6. Referrals
When someone signs up with your referral code and collects their first fare, you earn one fee-free payout. Rewards are not cash and cannot be transferred. We may withhold rewards for accounts created to game the programme.
7. Bookings and tickets
A seat is held for 12 minutes after you start a booking. If payment is not completed, the seat is released.
Your ticket is the booking code and QR shown on your pass, together with the M-PESA confirmation. Keep both until the journey ends.
On long distance services the name and ID number on the booking must match the passenger. This is required by Kenya Railways.
Fares are non-refundable once the journey has commenced. For cancellations before departure, contact us; refunds follow the rail operator's rules and may take up to 14 days.
Schedules, seats and prices are set by the rail operator and may change. We pass on changes as soon as we receive them.
8. Fees
Collecting fares through the app is free for the conductor and, for amounts within the Safaricom customer tariff, free for the customer. Payout fees are shown in the app. Twengo may charge a commission to businesses under a separate agreement.
9. What you must not do
Use the service for anything unlawful, including money laundering or collecting payments for goods you do not deliver.
Create multiple accounts, use someone else's number, or enter false information.
Reverse engineer, scrape, or interfere with the app, the websites or our servers.
Hold seats you do not intend to pay for.
10. Our responsibility
We work to keep the service available and accurate, but we cannot promise it will be uninterrupted. M-PESA, mobile networks and the rail operator are outside our control. To the extent Kenyan law allows, Twengo is not liable for indirect losses, lost business, or losses caused by your own breach of these terms. Nothing here limits liability for fraud or for anything that cannot be limited by law.
11. Ending the agreement
You can delete your account at any time in the app. Any balance must be paid out first. We may close accounts that breach these terms, with notice where possible. Records are kept as described in the Privacy Policy.
12. Changes
We may update these terms. Material changes are shown in the app before you next use it. Continued use after that means you accept them.
13. Law and disputes
These terms are governed by the laws of Kenya. Disputes go first to info@twengo.io; we aim to resolve them within 14 days. Failing that, the courts of Kenya have jurisdiction.
14. Contact
TWENGO LTD · Nairobi, Kenya · info@twengo.io
App published by A&K Worldwide Enterprises FZCO · Dubai World Trade Centre, Dubai, UAE