How can we help?

Tando is launching in Lagos. Your pickup has to be in Nigeria. If you open the app from abroad it tells you Tando works in Nigeria and lets you look around, but you can't book.

Open the app and choose Continue with Google or Continue with email. With email we send you a code, so there's no password to remember. If you don't have an account yet, this creates one.

The first time you sign in, the app asks for your name. That's the name drivers see.

You must be 18 or over, and each person may have one account.

• Check your spam, junk and promotions folders.
• Check the email address is spelled correctly.
• Wait for the countdown on the code screen, then tap to send the code again.

Still nothing? Try Continue with Google, or email us.

1. Check your pickup point. The app uses your location, and you can move the pin or search for an address.
2. Choose where you're going.
3. Check the price, choose how to pay (cash, wallet or card) and how many passengers.
4. Tap Request ride. We offer the trip to nearby drivers, and you see your driver, their car and plate as soon as one accepts.

A base fare, plus a rate per kilometre and per minute of expected driving time, with a minimum fare. Heavy traffic when you book can make it higher. Once you book, it's fixed: a slow trip doesn't cost more.

A price is held for 5 minutes. If you wait longer before booking, the app gets a fresh one.

Set the number of passengers when you book. Up to 4 fits a normal car. For more than 4, the trip only goes to drivers with a larger vehicle, so it can take longer to find one.

Every ride has a 4-digit PIN that you'll see in the app. The trip can only start once the driver enters it. Give it to the driver only when you're in the right car: check the plate and the driver's name first.

After 5 wrong tries, the PIN locks.

Once the driver arrives, you have 5 minutes of free waiting. After that, the driver can end the trip as a no-show. There's no no-show fee at the moment.

Use the chat in the trip screen. It doesn't show either of you the other's phone number. Chat messages are deleted after 30 days.

If a phone number is on file, you'll also see a Call button. That calls from your own phone, so the other person sees your number.

Yes. Tap Share trip with someone to send a live link, for example on WhatsApp. It shows the car on the map, the driver's first name and the plate, but no phone numbers or addresses. The link stops working an hour after the trip ends.

Yes, after 3 rides. Open Your account and turn on Prefer a woman driver. We ask women drivers nearby first; if none are close, or none answers within about half a minute, any driver comes. The price is the same.

It's for women riders. You can turn it off at any time.

After each trip, riders and drivers rate each other from 1 to 5 stars.

• Rides: cash, your Tando wallet, or a card or bank account.
• Packages: card or bank account only.

When a driver accepts your trip. If the trip is then cancelled, the charge is refunded.

If a payment is declined, we try again. If it still fails, the trip is cancelled. Check your card or add another payment method, then book again.

When you link a bank account, Paystack takes a ₦50 check payment and refunds it.

Open Wallet in the menu, tap top up, and pay on Paystack's page by bank transfer, card or USSD. Each top-up can be from ₦500 to ₦500,000. Paystack's processing fee (about 1.5%, plus ₦100 once the payment is ₦2,500 or more, never more than ₦2,000) is added to the top-up, and the app shows the exact fee before you pay. The full amount you chose reaches your wallet.

When you book, the fare is set aside from your balance. It's taken when the trip ends, and returned to your balance if the trip is cancelled.

Not in the app yet. Email us and we'll refund your balance to you. You'll also need an empty wallet before you can delete your account.

Cash isn't offered when:

• the fare is over ₦20,000;
• you've left 2 cash fares unpaid in the last 180 days; or
• you have an open dispute about an unpaid cash fare.

Card and wallet still work. If you owe a fare, you can pay it in the app.

An unpaid fare or fee blocks new bookings until it's paid. Pay it in the app. If you think it's wrong, email us with the trip date and we'll look into it.

Trip history in the menu shows each trip's date, route, fare and how you paid. If you need a formal receipt, for work for example, email us with the trip date.

Yes, from the trip screen. Cancelling while we're still looking for a driver is always free. There's currently no charge to cancel after a driver accepts, either. Any card or wallet payment is returned.

If a cancellation fee is ever introduced, the cancel screen will show it before you confirm.

Your trip goes back to finding another driver, at no cost to you.

1. Choose Package in the app, and say whether you're sending it or receiving it.
2. Enter the pickup and drop-off, the other person's details, the size and what the package is worth.
3. Confirm there's nothing on the prohibited list, then pay by card or bank account.

The driver needs the collection PIN to pick the package up, and the delivery PIN to hand it over. Share each PIN only with the person at that end. The driver may also take a photo as proof of delivery.

• Small: up to 30 × 20 × 10 cm, under 2 kg (envelope, documents, phone)
• Medium: up to 50 × 40 × 30 cm, under 10 kg (shoebox, small bag)
• Large: up to 80 × 50 × 50 cm, under 25 kg (suitcase, appliance)

Anything larger needs a van, which we can't provide.

• Cash, cheques, bank cards or vouchers
• Weapons, ammunition or anything designed to injure
• Drugs, whether illegal or prescription medicine
• Alcohol and tobacco
• Live animals
• Fuel, gas cylinders, fireworks or anything flammable or explosive
• Human remains, body parts or medical samples
• Anything irreplaceable: original documents, heirlooms, one-of-a-kind items
• Anything illegal to send or to possess

No. Tando doesn't insure packages. You can send items worth up to ₦500,000, but that's a limit on what we'll carry, not an amount we'll pay back. If something goes missing we'll investigate, but we don't pay out the value of the contents.

The driver waits a little, and can still hand it over if the recipient turns up. If nobody comes, they bring the package back to the pickup point, and the person there gives them the same PIN used at collection. A return costs half the original fare on top of it. The app asks you to pay it after the package is back, by card, bank transfer or your wallet, before your next booking.

Email us as soon as you can with the trip date, and photos if it's damaged. We'll look into it with the driver and tell you what we find.

• The plate, car and driver's name match what the app shows.
• Only give your trip PIN once you're sure it's your car.
• Share your trip with someone you trust.

Tap the shield on the trip screen. From there you can:

• Call 112, the emergency number.
• Tap Report a problem on this trip, which alerts the Tando team.

We may not see a report straight away, so if you're in danger, call 112.

Before a driver can take trips, we check their driver's license with the FRSC and their vehicle's third-party insurance on NIID. We also check their identity: a person compares their selfies with their government ID. Drivers can't go online if a document has expired.

Email us with the trip date and what happened. Violence, harassment, discrimination, weapons and illegal goods aren't allowed on Tando, and serious breaches end the account.

Sign in, open the menu, tap Driver mode, then Apply to drive. You'll need:

• your driver's license number and expiry date;
• your car's make, model, colour and plate. Cars must be from 1990 or newer;
• your third-party insurance expiry date, which is required by law;
• photos of your license, vehicle registration, insurance certificate, your car and yourself.

We check your license with the FRSC and your insurance on NIID, and let you know once you're approved.

Open Verify your identity in the menu. Take a photo of one ID: NIN slip, national ID card, voter's card, international passport or driver's license. Then take two selfies.

A person compares them, usually within a day, and the app notifies you. We don't store your ID number, only a code made from it and its last 4 digits. Your photos are kept privately and deleted automatically 30 days after the decision.

Yes, drivers verify once a year. In the latest version of the app, Verify your identity in the menu shows the date yours runs out.

From 30 days before that date you can renew it there. Renewing early doesn't lose any days: your new year starts when the old one ends. We send you a reminder 30 days, 7 days and 1 day before.

If it runs out, you can't go online until you verify again. If you sent your renewal before it ran out, you can keep driving while we check it. A trip you're already on is never stopped.

The app tells you the reason. The most common ones are:

• your application isn't approved yet;
• your identity check has run out: verify again from Verify your identity in the menu;
• your license or insurance has expired: renew it, then update it in the app;
• you're outside the area Tando covers;
• a fake-location app is turned on;
• a cash trip is waiting for you to confirm payment;
• the commission you owe on cash trips is over ₦3,000, or some of it has been unpaid for more than 3 days. Pay it from Earnings & payments and you can go online straight away.

You see what you'll earn before you accept a trip, and Earnings & payments in the menu shows what you've made. Tando's commission is currently 20% of the fare. On card and wallet trips, you also pay half of Paystack's payment fee. On cash trips you keep the cash, and the commission is added to what you owe Tando. Your card and wallet earnings that are ready to be paid out (24 hours after each trip) are used to cover it first, so you only pay what is left. You can keep driving while you still owe up to ₦3,000, for up to 3 days from the first unpaid commission; the app shows how much you owe and the time to pay by. Pay it any time from Earnings & payments.

Card and wallet earnings go by bank transfer to an account in your own name. We check that the name on the account matches yours.

Earnings can be paid out 24 hours after each trip, once you have at least ₦1,000 due.

Open the menu. Tap Your name to change it, or Add a profile photo (Change profile photo if you already have one). Your photo is shown to the person you ride with.

Yes. Tap Download my data in the menu to get your profile, trips, payments, ratings and reports. Our Privacy Policy explains what we collect and why.

Notifications in the menu opens your phone's settings for Tando. We only send notifications about your trips and your account, never promotions.

Tap Request account deletion in the menu, or follow the steps on our delete your account page, which also explains what we delete and what the law requires us to keep. We process requests within 30 days, and you can cancel from the menu until then.

We can't delete an account while:

• a trip is in progress;
• a fare or fee is unpaid or in dispute;
• there's money in your wallet: email us to have it refunded; or
• for drivers, earnings or commission are still being settled.

Once these are cleared, you can request deletion.