1. The service
Serena, operated by Serena, connects passengers and customers with drivers, couriers and businesses, for rides, meals, in-store shopping and parcels. Serena provides the app and the service; transport and delivery are carried out by the drivers and couriers.
By creating an account, you accept these terms and the privacy policy.
2. Your account
- You sign in with your phone number, confirmed by a code. You are responsible for what is done from your account.
- The information you give must be accurate. A driver, courier or business becomes active only once Serena has verified their file.
- Serena may suspend an account that breaches these terms, puts someone in danger, or commits fraud. A suspension may wait until the current ride has ended.
3. Ordering and paying
- The price is shown before you order. For a ride, it is a “from” price: if the actual trip costs more, the final price takes the difference into account, with a discount applied above the announced price. The breakdown is shown at the end of the ride.
- You pay in cash, or with your Serena wallet, depending on what the app offers in your country.
- If cancellation or waiting fees apply, the app shows them before you confirm.
- A meal or a parcel is handed over against a code given to the recipient: without this code, the delivery is not completed.
4. Parcels
You declare the contents of the parcel. Items that are illegal or dangerous are not accepted. In the event of loss or damage attributable to the courier, Serena refunds the delivery and, up to the limit shown in the app for your country, the declared value.
5. Drivers, couriers, merchants and partners
- Drivers and couriers hold a valid licence, insurance and papers, and keep them up to date: a vehicle whose papers expire is stopped until they are renewed.
- The amount of a ride is shown to the driver only once the ride is finished: no one picks a ride by its price.
- Merchants are responsible for what they sell, its price and its preparation. Serena’s commission is shown in the Merchant app.
- Fleet partners are responsible for the vehicles they entrust, and for the terms agreed with their drivers.
6. Good conduct
Everyone behaves with respect. Ratings and reports help keep Serena safe; violent, discriminatory or fraudulent behaviour leads to the suspension of the account.
7. Liability
Serena does its best to keep the service running without interruption, but cannot guarantee it: the network, GPS or a provider may fail. Serena is not liable for indirect damage. Nothing in these terms limits the rights the law gives you.
8. Disputes
A complaint is first made from the app, or to [TO BE COMPLETED]. These terms are governed by the law of Cameroon; failing an amicable settlement, the dispute is brought before the courts of [TO BE COMPLETED].
9. Changes
If these terms change, the date at the top of the page changes too, and we notify you in the app before any significant change takes effect.