General Terms of Use
Les conditions générales d'utilisation de la plateforme GoWay.
General Terms of Use
These General Terms of Use govern access to and use of the GoWay platform, including the mobile application and the website goway.tn. GoWay is a Tunisian digital platform that connects users with service providers and allows users to search for and request various services, including passenger transportation, delivery, rental services, transfers, roadside assistance, and other services available through the platform. GoWay primarily acts as a technology intermediary between users and independent service providers registered on the platform. Unless otherwise stated, services are performed under the responsibility of the relevant service provider. By accessing or using GoWay, you agree to these General Terms of Use as well as our Privacy Policy. If you do not agree to these terms, you must not use GoWay services. Last updated: September 10, 2026.
Role of GoWay and Independent Service Providers
GoWay provides a technology infrastructure that enables users to connect with independent service providers, including drivers, couriers, transport operators, restaurants, shops, rental agencies, assistance providers, and other professionals or partners available through the platform. Unless a particular service is expressly stated to be provided directly by GoWay, GoWay does not itself perform the services offered through the platform and, in particular, does not act as a transport operator, driver, courier, vehicle rental provider, restaurant, or assistance service provider. Service providers carry out their activities under their own responsibility and must comply with all laws, authorizations, licences, insurance requirements, and professional obligations applicable to their activities. GoWay facilitates, in particular, the search for service providers, transmission of requests, connection between users and providers, as well as certain features relating to service tracking, price estimates, payments, or service management. Each service provider remains responsible for the proper performance, quality, safety, and legal compliance of the service they provide, without prejudice to GoWay’s own obligations as the operator of the platform.
Account Creation and Use
To use certain GoWay features and services, you must create an account and provide accurate, complete, and up-to-date information. Your phone number may be verified using a one-time password (OTP) or any other verification method made available by GoWay. You must be at least 18 years old to create and use a GoWay account, unless otherwise expressly provided by applicable law or by a specific feature offered through the platform. You are responsible for maintaining the confidentiality and security of your account. You must not share your verification codes, login credentials, or any other information that could allow an unauthorized person to access your account. You must not create an account using a false identity, impersonate another person, fraudulently use another person’s account, or intentionally provide false or misleading information. If you suspect unauthorized access, fraud, or misuse of your account, you must inform GoWay as soon as possible. GoWay may request additional information or documents when necessary to verify an account, ensure the security of the platform, or comply with applicable legal and regulatory obligations.
Requests, Bookings and Cancellations
Depending on the service concerned, users may submit an immediate request or make an advance booking with service providers available through GoWay. When submitting a request, users must provide the information necessary to perform the service, including the pickup location, destination, date, time, type of service and, where applicable, any other information requested by the platform. A request or booking is considered confirmed only after it has been validated or accepted in accordance with the process applicable to the relevant service. The availability of a service provider cannot be guaranteed before such confirmation. Users must verify the information relating to their request before confirming it and, where necessary, inform the service provider of any specific information that may affect the performance of the service. The user or service provider may cancel a request or booking in accordance with the conditions applicable to the relevant service. Depending on the nature of the service, the timing of the cancellation, and any costs already incurred, cancellation fees may apply where such fees have been clearly communicated to the user. In the event of a delay, unavailability, force majeure, technical issue, traffic conditions, or any other circumstance affecting the performance of the service, GoWay may facilitate communication between the parties or, where possible, offer an alternative solution.
Prices, Fees and Payments
The prices applicable to GoWay services depend on the type of service requested. Depending on the service, the price may be calculated automatically by the platform, determined according to the parameters displayed when the request is made, set by the service provider, or agreed directly between the user and the service provider. When a price estimate is displayed before a request is confirmed, it may take into account the distance, estimated duration, type of vehicle or service, selected options, and other applicable parameters. The final amount may vary if the actual conditions of the service differ from the information initially provided, provided that any adjustment is justified and communicated in accordance with the applicable rules. For certain services, GoWay may apply service fees, commissions, or other charges that are clearly indicated before the transaction is confirmed or in accordance with the terms agreed with the relevant service provider. Payments may be made using the payment methods offered through the platform, including cash or, where available, electronic payment solutions or external payment service providers. When a payment is processed by an external payment service provider, the transaction may also be subject to that provider’s terms and security rules. GoWay does not retain complete bank card details when such information is processed directly by the payment service provider. The user is responsible for paying the amounts due for services actually requested or performed, as well as any applicable additional or cancellation fees that have been clearly communicated to the user.
User Obligations and Conduct
The user agrees to use GoWay lawfully, responsibly, and in accordance with these General Terms of Use. Users must provide accurate information when submitting requests and use the services only for lawful purposes. They must also respect service providers, other users, as well as their property, vehicles, equipment, and premises. In particular, it is prohibited to use GoWay to commit or facilitate fraudulent or illegal activities, provide false information, intentionally submit fraudulent requests or bookings, interfere with the operation of the platform, circumvent its security systems, or use another person’s account without authorization. Any violent, threatening, discriminatory, harassing, or otherwise unsafe behavior toward a service provider, user, or third party is prohibited. Users must comply with reasonable safety instructions relating to the requested service and must not ask a service provider to perform any service that violates the law, safety requirements, or the conditions applicable to that service. In cases of suspected fraud, misuse, safety risks, or violations of these Terms, GoWay may take appropriate measures to protect the platform and its users, including restricting or suspending access to an account, subject to applicable rules.
Service Provider Obligations
Every service provider using GoWay agrees to provide accurate, complete, and up-to-date information regarding their identity, business activity, contact details, and the services they offer. The service provider is responsible for maintaining, throughout their activity on the platform, all authorizations, licences, insurance policies, documents, qualifications, and any other requirements imposed by the laws and regulations applicable to their activity. Service providers agree to perform accepted services professionally, responsibly, and safely, to respect users, and to use appropriate vehicles, equipment, or other resources that are in good condition and comply with applicable requirements. The service provider is responsible for the services they perform, including their quality and safety, and for complying with the legal and professional obligations applicable to their activity. Service providers must keep information regarding their availability, prices, or services up to date whenever they are responsible for determining such information, and must not provide false or misleading information to users or GoWay. GoWay may request information or documents necessary to verify a service provider at any time. In the event of expired or invalid documents, suspected fraud, safety risks, serious or repeated complaints, or a violation of these Terms, GoWay may restrict or suspend the service provider’s access to the platform, subject to applicable rules.
Liability and Limitations of Liability
GoWay provides a technology platform designed to facilitate connections between users and independent service providers. Unless a service is expressly provided directly by GoWay, the relevant service provider remains responsible for performing the service they have accepted. GoWay makes reasonable efforts to ensure the availability, security, and proper functioning of its platform. However, GoWay cannot guarantee continuous and uninterrupted operation, particularly in the event of maintenance, technical failures, network issues, unavailability of third-party services, or circumstances beyond its reasonable control. GoWay does not guarantee that a service provider will be available for every request, nor that every request or booking will necessarily be accepted. To the extent permitted by applicable law, GoWay shall not be liable for acts, omissions, delays, errors, or failures directly attributable to an independent service provider in the performance of their service. Each service provider remains responsible, in particular, for compliance with the rules applicable to their activity, the safety and condition of their vehicles or equipment, and for maintaining all authorizations, insurance, and qualifications required to carry out their activity. Nothing in these Terms is intended to exclude or limit any liability that cannot legally be excluded or limited. Any mandatory rights granted to users under applicable law remain fully applicable.
Account Suspension and Deletion
Users may request the deletion of their GoWay account in accordance with the features and procedures made available through the platform. Account deletion results in the revocation of access to the account and the processing of associated data in accordance with our Privacy Policy and applicable legal obligations. Certain information may be retained after account deletion where necessary to comply with legal or regulatory obligations, manage payments and transactions, prevent fraud, ensure security, or establish, exercise, or defend legal rights in the event of a dispute. GoWay may restrict, suspend or, where justified, terminate access to an account in cases of fraud or attempted fraud, misuse of the platform, safety risks, submission of false documents or information, serious or repeated violations of these Terms, or where required by law or a competent authority. Where circumstances permit, GoWay may inform the user of the action taken and the reason for it. However, certain measures may be applied immediately where necessary to protect users, service providers, or the platform, or to prevent fraudulent or illegal activity. Suspension or deletion of an account does not cancel any obligations, payments, or liabilities that arose before the date of suspension or deletion.
Intellectual Property
The GoWay platform, its mobile application and website, as well as their graphic elements, interfaces, texts, logos, trademarks, trade names, icons, software, databases, content, and other protected elements are owned by GoWay or used with the authorization of their respective rights holders, subject to any rights belonging to third parties. Access to GoWay grants the user a personal, limited, non-exclusive, non-transferable, and revocable right to use the platform solely for the purpose of accessing the services offered and in accordance with these General Terms of Use. Unless prior authorization has been obtained, it is prohibited to copy, reproduce, modify, distribute, sell, rent, publish, commercially exploit, or create derivative works from all or any part of the platform or its protected content. It is also prohibited to attempt unauthorized access to GoWay’s source code, systems, databases, or infrastructure, or to perform any action that may infringe intellectual property rights or compromise the security or operation of the platform. Trademarks, logos, names, and content belonging to service providers, partners, or other third parties remain the property of their respective owners. Their presence on GoWay does not transfer any ownership rights to GoWay or its users. Any unauthorized use of protected elements may result in suspension of access to the platform and, where applicable, legal action in accordance with applicable law.
Personal Data and Privacy
In connection with the use of GoWay, certain personal data may be collected and processed, including account information, contact details, location data where necessary to provide the service, information relating to requests, trips, deliveries, bookings and other services, as well as certain technical and transaction data. This data is processed in particular to provide and manage the platform’s services, connect users with service providers, enable service tracking, process payments where available, improve security, prevent fraud, provide user support, and comply with applicable legal obligations. Detailed information regarding the categories of data collected, how such data is used and shared, how long it is retained, the measures taken to protect it, and users’ rights is provided in GoWay’s Privacy Policy, available through the platform and on the goway.tn website. Certain features, particularly those requiring access to the device’s location, may be limited if the user refuses or disables the necessary permissions. GoWay implements reasonable measures designed to protect personal data against unauthorized access, use, alteration, or disclosure, in accordance with applicable rules.
Governing Law and Dispute Resolution
These General Terms of Use are governed by and interpreted in accordance with Tunisian law. In the event of any difficulty, complaint, or dispute relating to the use of GoWay or these Terms, users are encouraged to contact GoWay at contact@goway.tn in order to seek, where possible, an amicable resolution. Where a dispute directly concerns the performance of a service provided by an independent service provider, GoWay may, where possible and appropriate, facilitate communication between the user and the relevant service provider, without replacing or assuming the respective responsibilities of either party. If an amicable resolution cannot be reached, the dispute may be submitted to the competent courts in accordance with the jurisdiction rules provided by applicable Tunisian law. Nothing in these Terms deprives users of any mandatory rights or remedies available to them under applicable law, particularly where specific consumer protection rules apply.
Changes to the Terms and Contact
GoWay may amend these General Terms of Use, in particular to reflect changes to its services, features, practices, applicable laws or regulations, or to improve the security and operation of the platform. The applicable version of the General Terms of Use is the version published on the platform or on the goway.tn website. The date of the latest update is indicated in these Terms. Where significant changes are made, GoWay may inform users by any appropriate means, including through the application, the website, a notification, or email where appropriate. Continued use of GoWay after the updated Terms take effect constitutes acceptance of those Terms to the extent permitted by applicable law. Where the user’s express consent is legally required, GoWay will request such consent. For any question, complaint, or request concerning these General Terms of Use or GoWay services, you may contact us at: contact@goway.tn. GoWay — Tunisia Website: goway.tn Email: contact@goway.tn