TULA-HAU Terms of Service

Last updated: October 21, 2026

1. Introduction

Welcome to TULA-HAU.

TULA-HAU is a digital mobility and delivery platform operated by TULA HA'U TRANSPORTE, UNIPESSOAL, LDA., a company registered in Timor-Leste.

These Terms of Service ("Terms") govern your access to and use of the TULA-HAU website, Passenger app, Driver app, Merchant app, and related services.

Our services may include passenger transportation, parcel delivery, food ordering, shop ordering, and related digital services.

By creating an account or using our services, you agree to these Terms and our Privacy Policy. If you do not agree, please do not use the services.

2. Company Information and Contact

Legal company name: TULA HA'U TRANSPORTE, UNIPESSOAL, LDA.

Registered office: 30 de Agosto, Comoro, Dom Aleixo, Díli, Timor-Leste.

Company identification number (NIF): 1453233.

Email: tulahau25@gmail.com

Website: https://tulahau.com/

TULA-HAU is the commercial name used for the platform and its associated services.

3. Eligibility and Account Registration

TULA-HAU services are intended for individuals aged 18 or older.

By creating an account, you confirm that:

You are at least 18 years old.
The registration information you provide is accurate and current.
You are legally capable of entering into an agreement.
You will comply with applicable laws and these Terms.

You must keep your account information accurate and protect your login credentials. You must notify us promptly if you suspect unauthorized use of your account.

You may not impersonate another person, create an account using false information, or access another person's account without authorization.

Driver and Merchant accounts may be subject to additional eligibility, identity, business, vehicle, licence, and safety verification requirements.

4. Description of Services

TULA-HAU may provide the following services, depending on availability and location:

Passenger: Request passenger transportation and view trip information.
Driver: Receive and fulfil eligible transportation or delivery requests.
Merchant: Manage eligible products, receive orders, and fulfil customer purchases.
Delivery: Arrange eligible parcel, food, or shop-item deliveries.

TULA-HAU facilitates interactions between users and relevant service providers through its platform.

The specific role of TULA-HAU in each transaction depends on the service provided and the applicable agreement. Nothing in these Terms removes any legal responsibility that TULA-HAU has under applicable law.

Services may be unavailable because of location, operating hours, provider availability, technical limitations, weather, road conditions, or other circumstances.

5. Driver and Merchant Responsibilities

Drivers must:

Hold the driving licence and other authorizations required by applicable law.
Use a vehicle that meets applicable legal and safety requirements.
Maintain any legally required registration and insurance.
Follow traffic laws and operate vehicles safely.
Treat passengers, merchants, and other users respectfully.
Provide accurate trip and delivery information.
Not accept or complete requests that would require unlawful or unsafe conduct.

Merchants must:

Provide accurate product descriptions, prices, and availability.
Fulfil accepted orders in accordance with the information presented to customers.
Comply with applicable business, consumer protection, food safety, and product requirements.
Handle and package products appropriately.
Disclose relevant allergens and product information where required by law.
Handle customer information only as authorized and for legitimate service purposes.

Drivers and Merchants must provide accurate registration and verification information. Access to relevant features may be restricted if required information is missing, invalid, expired, or associated with a serious safety or compliance concern.

6. Bookings, Orders, and Delivery

Users must provide accurate pickup points, destinations, delivery addresses, contact information, and order details.

A booking or order may require acceptance by a driver, delivery provider, or merchant before it becomes confirmed.

Estimated fares, arrival times, routes, distances, and delivery times are estimates unless expressly confirmed otherwise. Actual results may vary due to traffic, weather, demand, road conditions, and other factors.

Users must cooperate reasonably with the relevant service provider and provide accurate instructions.

TULA-HAU may send notifications or contact users to communicate booking confirmations, cancellations, delays, safety matters, and order updates.

7. Prices, Fees, and Payments

Applicable fares, product prices, delivery charges, platform fees, and other charges will be presented through the relevant service where applicable.

Users should review the displayed price and payment method before confirming a booking or order.

Available payment methods may include cash and supported electronic payment methods, depending on the service and location.

Users are responsible for paying valid charges for completed services and orders. Drivers and Merchants must not impose unauthorized charges or misrepresent prices.

If a payment fails, is disputed, or appears fraudulent, TULA-HAU may investigate and take proportionate action, subject to applicable law.

Refunds and adjustments will be assessed under the applicable service rules, the facts of the case, and applicable consumer protection law. Any mandatory consumer rights remain unaffected.

8. Cancellations, Delays, and No-Shows

Users may cancel bookings or orders where cancellation is available.

A cancellation fee may apply only where permitted by law and adequately disclosed before it is charged. The applicable rules may take account of whether a driver has accepted a booking, travelled to the pickup point, or a merchant has started preparing an order.

Drivers and Merchants must not cancel accepted services for unlawful or discriminatory reasons.

TULA-HAU may assist with cancellation disputes, delayed services, failed deliveries, and no-shows. Each case will be assessed according to the applicable rules and circumstances.

Where safety concerns or circumstances outside a user's reasonable control prevent completion, TULA-HAU will assess the matter fairly.

9. User Conduct and Safety

All users must act lawfully and respectfully.

You must not:

Threaten, harass, abuse, exploit, or discriminate against another person.
Engage in violence, sexual harassment, or other unlawful conduct.
Use the platform to arrange illegal transactions or transport prohibited items.
Submit fraudulent bookings, orders, reviews, ratings, or complaints.
Manipulate fares, payments, promotions, or service-matching systems.
Misuse another person's account, personal information, or location.
Attempt unauthorized access to the platform or interfere with its operation.
Request or encourage unsafe or unlawful driving.

Users should report serious safety concerns to TULA-HAU. If there is an immediate threat to life or physical safety, contact the appropriate local emergency services.

TULA-HAU may investigate reports and take proportionate measures, including restricting access, suspending accounts, or referring matters to competent authorities where legally appropriate.

10. Location, Communications, and Notifications

Some features require location information to identify pickup points, match passengers with drivers, estimate routes, and display trip progress.

Location access depends on your device permissions and the features you use. Disabling location access may prevent certain features from functioning correctly.

TULA-HAU may send service-related notifications about bookings, orders, account security, and support requests.

Marketing communications, if offered, will be subject to applicable consent and opt-out requirements.

Further information is provided in our Privacy Policy:

https://tulahau.com/privacy-policy/

11. Ratings, Reviews, and Complaints

Where available, users may submit ratings, reviews, and feedback based on genuine experiences.

Feedback must be honest, relevant, and lawful. It must not contain threats, discriminatory abuse, knowingly false allegations, or personal information that should not be publicly disclosed.

TULA-HAU may restrict or remove content that violates these Terms or applicable law.

Users may contact support about service quality, safety, payments, suspected fraud, or inappropriate conduct.

12. Account Suspension and Termination

TULA-HAU may restrict, suspend, or terminate access where reasonably necessary because of:

Material violations of these Terms.
Suspected fraud or unlawful activity.
Serious safety or security risks.
False or misleading registration information.
Failed verification or expired required documents.
Legal obligations or repeated misuse of the platform.

Where appropriate and legally permissible, we will provide notice and an opportunity to respond or appeal. Immediate protective action may be taken where necessary to address serious risks.

You may stop using the services at any time and request account deletion through:

https://tulahau.com/data-deletion/

Account deletion does not automatically remove valid outstanding payment obligations or records that must lawfully be retained for accounting, legal compliance, safety, fraud prevention, or dispute resolution.

13. Intellectual Property

The TULA-HAU name, branding, software, interface, website content, and related materials are owned by or licensed to their respective rights holders.

Subject to these Terms, you receive a limited, personal, non-exclusive, non-transferable, and revocable right to use the services for their intended purposes.

You must not copy, distribute, modify, reverse engineer, or commercially exploit the platform except where authorized or permitted by applicable law.

You retain any rights you lawfully hold in content you submit. You grant TULA-HAU the limited permissions necessary to provide, operate, secure, and support the services, subject to applicable law.

14. Third-Party Services

TULA-HAU may use third-party services for authentication, maps, place search, communications, hosting, notifications, and payments.

Third-party services may have separate terms and privacy policies.

TULA-HAU remains responsible for its own obligations under applicable law. Nothing in this section excludes responsibilities that cannot lawfully be excluded.

15. Service Availability and Changes

We aim to provide reliable services but cannot guarantee uninterrupted or error-free operation.

Services may be temporarily unavailable because of maintenance, network failures, technical issues, security incidents, weather, or other circumstances.

We may modify, suspend, or discontinue features for operational, security, legal, or business reasons.

Where a change materially affects users' rights or access to services, we will provide notice where reasonably practicable and required by law.

16. Disclaimers and Limitation of Liability

To the extent permitted by applicable law, TULA-HAU does not guarantee uninterrupted platform availability or the availability, suitability, or performance of every third-party service provider, product, route, or delivery.

Nothing in these Terms excludes or limits liability for fraud, intentional misconduct, or any other liability that cannot lawfully be excluded or limited.

Mandatory consumer rights and legal protections remain unaffected.

To the maximum extent permitted by applicable law, TULA-HAU will not be liable for indirect or consequential losses that could not reasonably have been foreseen, subject to any mandatory legal requirements.

17. Indemnity

To the extent permitted by applicable law, you may be responsible for direct losses and reasonable costs resulting from your unlawful conduct, fraud, or material breach of these Terms.

This does not apply to the extent a loss was caused by TULA-HAU's own unlawful conduct or where such recovery is prohibited by law.

18. Privacy and Personal Data

Your use of TULA-HAU is also governed by our Privacy Policy:

https://tulahau.com/privacy-policy/

The Privacy Policy explains what personal data we collect, how it is used and shared, how long it is retained, and how you can exercise your rights.

You may request access to, correction of, or deletion of your personal data by contacting tulahau25@gmail.com or following our Data Deletion Instructions.

19. Governing Law and Disputes

These Terms are intended to be governed by the laws of Timor-Leste, subject to any mandatory legal protections that apply.

If you have a complaint or dispute, please contact TULA-HAU first so we can attempt to resolve it fairly.

If a dispute cannot be resolved informally, it may be submitted to a competent court or other appropriate dispute-resolution body under applicable law.

Nothing in these Terms prevents a user from exercising a mandatory legal right to bring a claim before a competent authority or court.

20. Changes to These Terms

We may update these Terms to reflect changes in our services, operations, security requirements, or applicable law.

The revised version will be published on our website with an updated revision date. Where required by law, we will provide advance notice or obtain consent before material changes take effect.

21. Severability

If any provision of these Terms is found to be unlawful or unenforceable, the remaining provisions will continue to apply to the extent permitted by law.

22. Contact Us

For questions, complaints, or requests concerning these Terms, contact:

TULA HA'U TRANSPORTE, UNIPESSOAL, LDA.

30 de Agosto, Comoro, Dom Aleixo, Díli, Timor-Leste

Email: tulahau25@gmail.com

Website: https://tulahau.com/

Data Deletion Instructions: https://tulahau.com/data-deletion/