Frequently asked questions

It depends what you choose. Standard is within 24 hours, same-day is before 6:00 PM, and express targets two hours. Those are targets the platform measures itself against, not promises we make and never check — the administrator console reports actual performance against each of them.

An unclaimed request expires after 24 hours and any payment is returned to your iTRUSH wallet in full, automatically. Expiries are also tracked by zone, because a neighbourhood where requests keep expiring is the clearest evidence that it needs another collection partner.

Yes, and it is cheaper — scheduled collections carry a 15% discount. It is not only a courtesy: a book of regular pickups in one neighbourhood gives a collector a route rather than a scatter of individual trips, and that route density is what makes the price work at all.

Cancel from the request screen at any point before collection. If you had already paid, the amount goes back to your wallet immediately. We ask for a brief reason, which is used to spot patterns — repeated cancellations because collectors were slow is a service problem, not a customer problem.

MTN Mobile Money, Airtel Money, your prepaid iTRUSH wallet, or cash to the collector on arrival. Cash is a deliberate choice rather than an oversight: many households do not hold a mobile-money balance, and a platform that only served people who do would abandon exactly the areas that need it most.

Only if the actual load differs materially from what you estimated — more than 25% either way. In that case the price is recalculated using the same published rates, the adjustment is recorded, and you can see exactly how it was derived. Nothing is added quietly, and a collector cannot invent a figure on the doorstep.

The platform does. Funds sit against your request until the collection is completed, and are only released to the collection company after a dispute window has passed. If the job never happens, the money comes back to you rather than having to be recovered from someone.

A commission of 15% on completed collections — nothing on jobs that are not done. It is recognised when the service is actually delivered, not when the payment arrives.

Employees of registered collection companies. Each company's URSB registration is verified before approval, and any company handling clinical or chemical waste must have a current NEMA licence on file. The platform refuses to dispatch an unlicensed collector to a licensed stream — it is enforced in code, not by policy.

Every request carries a six-digit confirmation code. The collector asks you for it on arrival and enters it to close the job. Without it, the collection is not confirmed.

Rate the collection and raise a dispute from the request screen. Raising a dispute freezes settlement on that collection, so the company is not paid while it is under investigation. Outcomes range from a refund to suspending the partner, and the finding is recorded against the record.

A collector closes a job by naming the licensed facility that received the load, with a weighbridge or site reference where one is issued. That record appears on your request and on your receipt.

Your name, phone number, e-mail address and physical address are encrypted in the database, not stored as readable text. Searching for them uses irreversible keyed indexes. It makes the system harder to build; it also means a stolen copy of the database does not hand anyone a list of Kampala addresses with names attached.

Your pickup point is stored, because a collector has to find it. A collector's own position is shared with you only while they are actively travelling to your job — it stops the moment the collection closes, and the trail is deleted after a short retention period. Continuous tracking of a worker would be surveillance, not operations.

Yes. If you have never transacted, the account is removed. If you have — because collections and payments have to stay reconcilable — your identifying data is destroyed and replaced with a tombstone, while the financial records remain linked to an anonymised account. We would rather explain that honestly than promise an erasure we cannot actually perform.

Administrators can see what they need to run the platform, and every time they open or change a record it is written to a tamper-evident audit trail. Exports of user data are masked even for administrators, because a spreadsheet of names and phone numbers on somebody's laptop is precisely the leak the encryption exists to prevent.