Terms of Service

Farzone SOS Customer and Provider Terms of Service — version 2026-09-09

These terms govern access to Farzone SOS mobile applications, customer and provider web portals, and related coordination services operated by Sanaa Media Ltd (Uganda), referred to as “Farzone”. Read the general terms and the section for your account. By selecting the agreement checkbox and successfully signing in or creating an account, you confirm your agreement to this version. We record the version and acceptance time against your authenticated account. If you do not agree, do not sign in; contact [email protected] for assistance with account closure or an existing dispute.

1. What Farzone provides

Farzone provides technology for requesting, coordinating and recording assistance and services. Availability depends on the service area, provider capacity, communications, access conditions and applicable plan. Listing a country calling code does not mean that emergency response is available in that country. A request, estimated arrival time or provider listing is not a guarantee of dispatch, arrival, a particular outcome or uninterrupted availability. Confirm your booking, assigned provider, quoted charges and available coverage.

Farzone does not replace public emergency services. For immediate danger, contact the official emergency services for your location and seek other available help. Do not wait solely for an app response. Subscription limitations do not restrict your right to contact public emergency services.

2. Eligibility, account security and children

Account holders must be at least 18 and legally able to enter this agreement, or use the service through a responsible adult where permitted by law. Providers acting for a business must have authority to bind it. Supply accurate identity, contact and service information; keep passwords and verification codes private; report unauthorized access promptly. You are responsible for use you authorize and for your own failure to take reasonable security precautions, subject to applicable law.

Keep devices and SOS controls out of the unsupervised reach of children under five to prevent accidental alerts. Supervise other minors and do not permit them to operate a provider account. A parent or authorized guardian must manage any lawful use for a child and provide any required consent for the child's personal information. These terms do not prevent a child from receiving emergency assistance or remove their legal rights.

3. Customer responsibilities

• Use the platform lawfully, honestly and for its intended safety and service purposes. Provide accurate locations, contact details and a truthful description of your need; update the operator when circumstances change.
• Do not knowingly create false alarms, malicious or repeated hoax requests, impersonate another person, conceal material information, harass responders, or use the platform to facilitate crime.
• Report and cancel an accidental or duplicate alert promptly through the available cancellation or support channel. A good-faith request, a mistaken assessment of an emergency, or reporting an accidental activation is not automatically abuse.
• Cooperate reasonably with responders, follow lawful safety instructions, treat staff and providers respectfully, and disclose known hazards that may affect safe service.
• Review the provider identity, scope, price and payment instructions before agreeing to a service. Pay lawful, agreed charges and raise concerns through platform support.

4. Provider professional standards

• Respond promptly to assigned requests, communicate realistic availability and arrival estimates, and meet accepted service commitments and any expressly agreed service levels. Do not accept a task beyond your competence, authorization, equipment or capacity.
• Serve customers competently, professionally, respectfully and without unlawful discrimination. Maintain applicable licences, qualifications, permits, insurance, safe equipment and appropriately trained staff.
• Keep availability and job status accurate. Notify the customer and Farzone promptly of delay, inability to attend, cancellation, safety risks or a need to escalate. Arrange an authorized handover where required; do not abandon an accepted task in a manner that endangers a customer.
• Disclose prices, scope and material limitations before work where reasonably possible. Obtain required consent, avoid unauthorized charges, document completed work accurately and provide lawful receipts.
• Protect customer property, safety, dignity and confidential information. Use location, contact, health and incident data only for authorized service delivery; do not misuse, sell or disclose it unlawfully.
• Cooperate with complaints and incident investigations, preserve relevant records lawfully, and report material service failures, injuries, security incidents or suspected platform misuse promptly.

5. Responsibility for harm and poor service

Each party remains responsible, to the extent established under applicable law, for loss, injury or damage caused by its negligence, fraud, unlawful conduct or breach of a binding obligation. Providers are responsible for their own services and for personnel for whom they are legally responsible. This may include correcting deficient work, refunding an amount legally due or compensating proven loss. A provider's delay or poor outcome is assessed on the evidence, circumstances and applicable duties; liability is not presumed solely because an outcome is unsatisfactory.

Customers may be responsible under applicable law for proven loss caused by intentional false alarms, criminal activity, malicious interference or other culpable misuse. Neither party is automatically responsible for every action of an unknown third party.

6. Subscriptions, response limits and interruptions

Some Farzone coordination and service features require an active subscription or a separately accepted purchase. Review your current entitlements, coverage, renewal terms, charges and any displayed limitations before relying on a paid feature. Expired, inactive or absent subscriptions may make those features unavailable and may prevent or delay private coordination. Network failure, inaccessible locations, limited provider capacity and events outside reasonable control may also affect response.

To the extent permitted by law, Farzone is not responsible for delay attributable to a feature you have not purchased or activated, an out-of-coverage request, or assistance arranged wholly outside the platform. This does not excuse Farzone's own negligence, misrepresentation or failure to perform a service it expressly undertook, or limit rights that the law does not allow to be excluded.

7. Off-platform activity and payments

Use the platform's authorized booking and payment channels. Do not share a payment PIN, password or one-time security code with a provider or someone claiming to represent Farzone. Check payment details and report suspicious requests.

Farzone cannot monitor, verify or reconcile undisclosed transactions and arrangements made outside its systems. To the extent permitted by law, Farzone is not responsible for independent off-platform transactions, unknown activities or unauthorized representations it did not make or approve. Platform payment protection, records and support may not cover them. This does not exclude responsibility imposed by law for Farzone's own conduct or an authorized representative's conduct.

8. Prohibited conduct

Do not use Farzone for fraud, theft, violence, stalking, exploitation, trafficking, unlawful surveillance, illegal trade or other crime. Do not upload unlawful or abusive content, expose another person's private information, manipulate ratings or identity checks, submit fabricated evidence, tamper with dispatch records, attack the service, evade access controls, distribute malware, or interfere with genuine emergency requests. Use third-party trademarks, content and data only with lawful permission.

9. Complaints, proportionate enforcement and legal action

Report poor service or misuse to [email protected] with the relevant request or payment reference and available evidence. Farzone may investigate, seek a response, request corrective action, restrict features, suspend or terminate an account, or remove a provider when justified. Immediate temporary restrictions may be necessary to protect safety or preserve evidence. Where lawful and practicable, we will explain the grounds and provide a reasonable opportunity to respond or ask for review.

Financial penalties are not automatic or unlimited. A charge or contractual penalty requires a lawful basis and applicable terms disclosed and agreed in advance; compensation depends on legally established responsibility. Farzone or an affected person may pursue lawful recovery, bring a civil claim before a competent court, or report reasonably suspected crime to the appropriate authorities. Only competent authorities and courts determine criminal responsibility and impose criminal sanctions. Nothing prevents a good-faith complaint or access to legal remedies.

10. Privacy and records

The Privacy Policy and Data Protection notice explain how account, location, health, service and payment information is handled and how to exercise applicable rights. Provide another person's information only when you have lawful authority. Providers must comply with their own data-protection duties and use access only for authorized work. Terms acceptance is not blanket consent to optional marketing or unnecessary processing. Required emergency or service information may be shared on an appropriate lawful basis.

11. Platform rights and availability

Farzone grants you a limited right to use the platform for its intended purposes subject to these terms. Farzone and its licensors retain their intellectual-property rights. We may maintain, update or secure the service, and may withdraw features subject to applicable law and existing commitments. Keep the application updated and maintain appropriate device, connectivity and account security.

12. Liability safeguards

All exclusions and limitations in these terms apply only to the extent permitted by law. Nothing excludes non-excludable consumer rights, statutory duties, liability for fraud or wilful misconduct, or liability for death, injury or other loss where exclusion is prohibited. These terms do not guarantee that any particular disclaimer or remedy will be enforceable in every country. Responsibility and remedies are determined under applicable law and the relevant facts.

13. Changes, ending access and disputes

Material changes will be presented as a new dated version for acceptance at a future sign-in; they do not retrospectively rewrite a completed transaction or a dispute already accrued. You may stop using the platform and request account closure, subject to lawful record retention and outstanding obligations. Suspension or closure does not cancel a valid debt, complaint or accrued legal right.

Contact support first where appropriate, without delaying urgent relief or mandatory reporting. Ugandan law governs this agreement to the extent permitted by applicable law, and disputes may be brought before courts with lawful jurisdiction. Mandatory local consumer rights, regulatory remedies and any jurisdiction that cannot lawfully be excluded remain available. If a provision is invalid, the remaining lawful provisions continue to apply. No informal message from an unauthorized person overrides these terms.

Contact: [email protected]. See also the Privacy Policy, Data Protection notice, Refund Policy and Service Level Agreement.