Terms and Conditions of Use — ViumbiGo

Last updated: August 2, 2026

1. Who we are

ViumbiGo is a technology platform operated by Viumbi S.A.S. ("Viumbi", "the Platform" or "we"), which connects people who need transportation ("Passengers") with independent drivers who provide it ("Drivers"). When we refer to both together, we use the term "Users".

Contact: [email protected]

2. What this service is and is not

Viumbi is a technology intermediary. We are not a transportation company. We do not provide the transportation service, we do not own the vehicles, and we neither employ nor direct the Drivers.

The transportation agreement is entered into directly between the Passenger and the Driver. Our role is to facilitate that connection, calculate a suggested fare, process payment where applicable, and provide safety and support tools.

3. Acceptance of these Terms

By creating an account or using the application, you confirm that you have read, understood and accepted these Terms and our Privacy Policy. If you do not agree, you must not use the Platform.

4. Requirements to use the Platform

• Be at least 18 years old and have legal capacity to enter into contracts.
• Provide truthful, complete and up-to-date information.
• Maintain a valid phone number and email address under your control.
• Not have been previously suspended or removed from the Platform.

Each person may hold only one Passenger account and one Driver account. Creating duplicate accounts to repeatedly obtain promotional benefits is prohibited and may result in the suspension of all associated accounts.

5. Identity verification

To protect all Users, we may request identity documents, photographs and a facial verification. These processes may involve automated image comparison systems.

If an automated verification returns a negative result, you may request a review by writing to [email protected]. We may repeat verification at any time, including during a trip, where there are reasonable safety grounds.

6. Account and security

You are responsible for activity carried out from your account and for keeping your credentials confidential. You must notify us immediately of any unauthorized use. You may not transfer, lend, sell or share your account with third parties.

7. Requesting trips

When you request a trip, the Platform connects you with nearby available Drivers. Assignment depends on actual availability, and we do not guarantee that a Driver will always be available.

You must provide a correct pickup point and destination. It is your responsibility to verify the Driver's identity and the vehicle's license plate before boarding.

8. Service categories

The Platform may offer different vehicle categories (for example Standard, Comfort, XL, XS, EV & Hybrid, Pet Friendly, Bicycle and others added over time). Each category has its own capacity, fare and conditions, which are shown before you confirm the trip.

Some categories have special assignment conditions, clearly indicated in the application. By selecting them you accept those conditions and understand that they may involve a longer wait due to limited availability.

9. Fares and pricing

Before you confirm, the application shows you an estimated fare calculated from distance, expected duration, vehicle category and service area.

The final price may differ from the estimate if any of the following occurs during the trip:

• The route, stops or destination change.
• Waiting time occurs that is attributable to the Passenger.
• Tolls, parking or other third-party charges apply.

Dynamic pricing: during periods of high demand or congestion, the price may increase. That increase is always disclosed before you confirm the trip, never afterwards.

Fare offers: in categories that support it, the Passenger may propose a price and the Driver may accept, reject or counter-offer. The price agreed this way replaces the estimated fare.

10. Payment methods

Depending on the area, you may pay in cash, by card, or with your in-app wallet balance. Card payments are processed through specialized external providers; Viumbi does not store your full card numbers.

By registering a card you confirm that you are its legitimate holder or are authorized to use it. We may require additional authentication (3D Secure) and decline transactions that show signs of fraud.

11. Wallet, coupons and incentives

Wallet balance may only be used within the Platform, does not earn interest, and is subject to top-up and balance limits for security reasons.

Coupons and promotions are voluntary, personal and non-transferable benefits, subject to the conditions and validity period stated in each case. We may cancel benefits obtained through deception, duplicate accounts or any other manipulation.

12. Cancellations

You may cancel a trip before it begins. If cancellation occurs after the grace period shown in the application, or once the Driver has arrived at the pickup point, a cancellation fee may apply; its amount is disclosed in the application itself.

If the Driver cancels or does not show up, you will not be charged.

13. Passenger obligations

• Treat the Driver with respect and refrain from violent, discriminatory or harassing conduct.
• Do not carry illegal substances, weapons or hazardous materials.
• Do not travel in a condition that endangers safety, and do not consume alcohol or other substances inside the vehicle.
• Respect the vehicle. Damage or extraordinary cleaning that you cause may be charged to you.
• Wear a seat belt and comply with traffic rules applicable to occupants.
• Do not exceed the passenger capacity of the category booked.

14. Driver status and obligations

Drivers are independent contractors. These Terms do not create any employment, subordination, partnership, franchise or agency relationship between the Driver and Viumbi. Drivers freely decide when to go online, which requests to accept, and when to disconnect.

The Driver undertakes to:

• Hold a valid driver's license and the permits required by the competent authority.
• Keep the vehicle in adequate legal, mechanical and hygienic condition, with registration and insurance up to date.
• Drive only the vehicle registered and approved in their account, and report any change.
• Comply with traffic regulations and not use the phone in a way that compromises safety.
• Not allow third parties to use their account.
• Comply with their tax and social security obligations.

The Driver is solely responsible for infractions, fines and damages arising from their driving.

15. Safety tools

The Platform offers features such as an emergency button, real-time trip sharing, in-app chat and ratings. These are support tools and do not replace emergency services. In case of immediate danger, contact local authorities first.

16. Ratings and reviews

Passengers and Drivers may rate each other. Ratings must be honest and must not contain offensive or discriminatory language or third parties' personal data. A consistently low rating may lead to account suspension.

17. Lost items

Viumbi is not responsible for items left in the vehicle, but will provide a contact channel to help recover them. The Driver may request reasonable compensation for the return trip.

18. Prohibited conduct

It is prohibited to use the Platform for unlawful purposes, impersonate others, manipulate fares or promotions, gain unauthorized access to our systems, extract data by automated means, or interfere with the operation of the service.

19. Suspension and termination

We may suspend or close an account where there is a breach of these Terms, a risk to the safety of other Users, reasonable suspicion of fraud, or where required by law.

You may close your account at any time from the application or by writing to us. Closure does not affect outstanding payment obligations or rights already acquired by either party.

20. Limitation of liability

Viumbi is responsible for the proper functioning of the Platform as an intermediation tool. We are not responsible for the conduct of Users or for the actual performance of the transportation, which is the Driver's responsibility.

We do not guarantee that the service will be available uninterrupted or error-free. We are not liable for connectivity failures, the User's device, or third-party providers.

Nothing in this clause excludes liability that cannot be limited under applicable law, in particular towards consumers.

21. Intellectual property

The ViumbiGo brand, software, design and Platform content are owned by Viumbi S.A.S. or its licensors. You are granted a limited, personal, revocable and non-exclusive license to use the application in accordance with these Terms. Copying, modifying, decompiling or creating derivative works is not permitted.

22. Personal data protection

The processing of your data is governed by our Privacy Policy, which forms an integral part of these Terms. To provide the service we process, among others, location, identification and payment data.

23. Communications

By registering you agree to receive operational communications relating to your trips, your account and your safety. Promotional communications may be switched off at any time in the application settings, without affecting operational ones.

24. Changes

We may amend these Terms to reflect legal, technical or service changes. We will publish the updated version on this page with its date. Substantial changes will be notified with reasonable advance notice through the application or by email. Continued use after the effective date constitutes acceptance.

25. Governing law and dispute resolution

These Terms are governed by the laws of the Republic of Ecuador. Any dispute shall be submitted to the competent courts of Viumbi S.A.S.'s domicile, without prejudice to the rights that consumer protection legislation grants the User to bring proceedings in their own jurisdiction.

For Users of the service in areas outside Ecuador, the mandatory consumer protection rules of the relevant country shall also apply.

26. General provisions

If any clause is held void or unenforceable, the remainder shall remain in full force. Tolerance of a breach does not constitute a waiver of the right to enforce it in the future. These Terms, together with the Privacy Policy, constitute the entire agreement between you and Viumbi regarding use of the Platform.

27. Contact

Viumbi S.A.S.
Email: [email protected]
Website: go.viumbi.com