Kugo Digital Policies

1. Definitions

In these policies, the following terms shall have the meanings assigned to them:

"Kugo": Refers to Kugo Tech Pty Ltd, a company registered in the Republic of South Africa with registration number "2026/121255/07".
"User" / "You": Any person who accesses the Kugo WhatsApp chatbot or website to facilitate a transaction.
"Ticket Provider": The specific third-party entity responsible for the generation and digital issuance of commuter credits or passes via their API. The identity of this provider may vary depending on the bus route or region selected by the User.
"Bus Operator": The specific entity providing the physical transport and commuting services. The identity of this operator may vary depending on the service selected by the User.
"Platform": The Kugo WhatsApp chatbot interface and the Kugo web-based top-up portal.

This section provides a simplified overview of our agreement.

Our Role: Kugo is a technology platform and payment intermediary. We facilitate the purchase of commuter credits; we do not provide transport or issue tickets.
Variable Partners: Kugo integrates with various Ticket Providers and Bus Operators. Your specific contract for transport and ticketing is with the entities relevant to your chosen route. Our responsibility ends once we successfully transmit your payment confirmation to the relevant Ticket Provider.
Minor Consent: Users under 18 confirm they have obtained parental or guardian consent to transact.
Liability Disclaimer: Kugo is not liable for bus delays, cancellations, or failures in a Ticket Provider's infrastructure.

This is a legally binding contract between the User and Kugo.

ECT Act Compliance: In terms of the Electronic Communications and Transactions Act 25 of 2002 (ECTA), this agreement is valid and enforceable. By clicking "Pay" or interacting with the Platform, you electronically sign this agreement.
Accuracy & Finality: You are responsible for the accuracy of the bus card number provided. Transactions processed to an incorrect card number cannot be reversed or refunded by Kugo.
Payment Processing: Payments are handled by third-party PSPs. Kugo does not store cardholder data (CHD) or sensitive authentication data (SAD), ensuring PCI-DSS compliance by redirection.
Governing Law: This agreement is governed by the laws of the Republic of South Africa.
Indemnification: You agree to indemnify Kugo against any claims arising from your breach of these terms or misuse of the service.

Refund Authority: All refunds for service failures (e.g., bus no-shows) or card loading errors are at the sole discretion of the relevant Ticket Provider and/or Bus Operator.
Duplicate Payments: If a technical error on the Kugo platform results in a double charge, Kugo will facilitate a reversal through our PSP within 7–10 business days.

Regulatory Alignment: Kugo is committed to high standards of compliance with the Financial Intelligence Centre Act (FICA) and Anti-Money Laundering (AML) regulations in South Africa.
Payment Security & Fraud Monitoring: All financial transactions are processed via our authorized Payment Service Providers (PSPs). Fraud monitoring, risk assessment, and transaction screening are conducted by the PSP in accordance with industry standards and South African financial regulations.
Reporting Obligations: We reserve the right to cooperate with law enforcement and the Financial Intelligence Centre (FIC) regarding any suspicious financial activity and may suspend Platform access without notice if fraudulent activity is flagged by our partners.

Systemic Risk: Kugo relies on the availability of third-party APIs. We do not guarantee 100% uptime and are not liable for losses resulting from system unavailability.
Credential Security: Your WhatsApp account is your digital identity for this service. Kugo is not liable for unauthorized transactions resulting from compromised mobile devices.

Website Usage: We use essential cookies to manage session states and remember card numbers.
Third-Party Analytics: We may use anonymized tracking to improve user flow. Users can manage cookie preferences via their browser settings.

Tier 1 (Technical): Contact Kugo Support at +27 67 078 7787 for bot or payment link failures.
Tier 2 (Fulfillment): Contact the relevant Ticket Provider for card balance or issuance disputes.
Tier 3 (Operational): Contact the relevant Bus Operator for transport service grievances.

Resolution Time: We target an initial response to all technical complaints within 24 hours.

If you have any questions about these policies, please contact us:

Support Line: 067 078 7787