Terms of service

These terms govern the use of the iTRUSH platform by residents, collection companies and their staff. They are written to be understood, not to be impressive.

1. What iTRUSH is

iTRUSH is a platform that connects people who need waste collected with registered companies that collect it. We are not a waste collection company. We do not own trucks and we do not employ collectors. The collection itself is performed by an independent, licensed partner.

What we are responsible for is the platform: pricing, dispatch, the handling of payments, the record of what happened, and the process for resolving a dispute when it does not go as it should.

2. Using the service as a resident

• You must give an accurate pickup location and a truthful description of the waste. A collector dispatched to the wrong place, or to a load that turns out to be something else entirely, is a cost someone bears.
• You must not present hazardous, clinical or chemical waste under a general waste booking. That endangers the collector and is a serious breach of these terms.
• The price shown at checkout is what you pay, unless the actual load differs from your estimate by more than 25%, in which case it is recalculated using the same published rates and the adjustment is recorded and shown to you.
• You may cancel before collection. If you had paid, the amount returns to your iTRUSH wallet.

3. Using the service as a collection partner

• You must hold current registration with URSB, and a valid NEMA waste-handling licence for any hazardous stream you accept. Letting either lapse suspends your account.
• You are responsible for the conduct of the collectors you register, and for the accuracy of what they record.
• Every completed collection must name the licensed facility that received the waste. Recording a disposal that did not happen is fraud, and it ends the partnership.
• iTRUSH withholds 15% of each completed collection, or the rate separately agreed with you. Nothing is withheld on jobs you do not complete.
• Settlements are made on the published cycle after a dispute window has passed. An open dispute freezes settlement on that collection only, not on your other work.

4. Payments

Money paid by a resident is held by iTRUSH until the collection is completed. It is not the collector's money until they have done the job. If the job never happens — cancelled, expired, or failed — the money returns to the resident.

Where a resident pays the collector in cash, the same accounting applies: the amount is recorded against the collection and reconciled at settlement.

5. When something goes wrong

Raise a dispute from the collection in your account. Doing so freezes payment to the collector while it is investigated. We will look at the record — timestamps, position data, the confirmation code, the disposal entry — and reach a finding, which is recorded and shown to both sides.

Outcomes can include a full or partial refund, a re-collection, a formal warning to the collector, or suspension of the partner company. We will tell you which and why.

6. Your account

• Keep your password to yourself. Actions taken through your account are attributed to you.
• We may lock an account where there is evidence of fraud, abuse of collectors, or repeated bad-faith use. A lock always carries a documented reason, and you will be told what it is.
• You may close your account at any time. Where you have transacted, financial records are retained as described in our privacy notice.

7. What we do not promise

We do not guarantee that a collector will be available in every zone at every hour. Coverage depends on partners choosing to work an area, and we say so openly rather than implying otherwise. When nobody accepts your request, it expires and you are refunded — that is the honest outcome, not a hidden one.

We also do not guarantee uninterrupted service. The platform depends on mobile networks, payment aggregators and mapping providers we do not control.

8. Changes to these terms

We may update these terms. Material changes — anything affecting pricing, commission or your rights when something goes wrong — will be notified in the platform before they take effect.

9. Contact

iTRUSH Waste Solutions
Plot 12, Kyambogo Road, Kampala, Uganda
support@itrush.ug · 0800 100 200