Customer Terms

Last updated: September 26, 2026

1. The service

These terms are offered by [legal entity name, NIT and address to be defined] ("TRAA"), a platform that connects customers with independent drivers for the transport and delivery of packages within the metropolitan area of Guatemala City. By using the TRAA app as a customer, you accept these terms.

2. Account

To use TRAA you need to create an account with a valid phone number. You are responsible for keeping your account information accurate and for the activity that occurs on it. You must be at least 18 years old to create an account.

3. Quotes and prices

All prices are shown in Guatemalan quetzales (GTQ). Before you confirm an order, we show you the estimated cost of the delivery. That quote is valid for a limited time; if you take too long to confirm, we may need to recalculate it. The final price may change if delivery details (for example, the drop-off address) change after confirmation.

4. Payments

You can pay for your deliveries by card through our payment processor. Your card is charged at the moment you confirm the order. TRAA does not store your full card number.

5. Cancellations

You can cancel an order from the app before the driver picks up the package; in that case, the charge is automatically refunded to your card (the refund may take a few business days to show up, depending on your bank). Once the driver has picked up the package, cancelling from the app is no longer available. We do not charge a cancellation fee today, but we reserve the right to introduce one in the future, with advance notice.

6. Prohibited items

You may not send the following through TRAA: items illegal under Guatemalan law, weapons of any kind, drugs or controlled substances, hazardous or flammable materials, live animals, or cash or valuables above [amount to be defined]. TRAA may refuse or suspend a delivery if it suspects it contains any of these items.

7. Liability

TRAA connects customers with independent drivers; we make reasonable efforts to ensure each delivery arrives on time and in good condition, but we do not guarantee exact delivery times. If a package is lost or damaged in transit, contact us so we can review the case; our liability is limited to what applicable law allows and does not cover prohibited items under section 6.

8. Suspension

We may suspend or close your account if you violate these terms, use the platform fraudulently, or put the safety of other users or drivers at risk. When possible, we will explain the reason.

9. Changes to these terms

We may update these terms as our services or applicable regulations change. We will publish the current version on this page along with the date of the last update.

10. Governing law

These terms are governed by the laws of the Republic of Guatemala. Any dispute arising from them will be submitted to the courts of Guatemala City.

11. Contact

If you have questions about these terms, write to us at ventas@traaexpress.com.