Terms and Conditions of Sale — Travellers

These T&Cs govern any commercial relationship between Lukoumé and an individual traveller (a natural person purchasing a ticket for personal use) from the platform accessible at www.lukoume.ga and its applications.

They do not apply to partner transport companies, who are governed by the Company T&Cs.

Any Booking implies full and unreserved acceptance of these T&Cs in their version in force. The Traveller declares that they are of legal age (18 years minimum) or acting under the parental authority of a legal guardian.

Lukoumé reserves the right to amend these T&Cs. Any substantial change will be notified to the Traveller with a minimum notice of 15 days, by SMS or email, before it takes effect. Bookings already confirmed remain governed by the T&Cs in force at the time they were made.

Lukoumé acts exclusively as a digital sales intermediary. The transport contract is concluded directly between the Traveller and the Partner Company.

Liability related to the performance of the transport (delays, cancellations, on-board incidents, baggage) lies with the Partner Company and with Gabonese regulations on the transport of persons.

Booking is carried out in three steps:

1. Trip selection (destination, date, class, number of seats)
2. Entering and checking passenger information
3. Mobile Money payment and receipt of the Ticket (QR code)

The Booking is only final after confirmation of payment by the Mobile Money operator and generation of the Ticket. The Traveller is solely responsible for entry errors (names, dates, destination).

In the event of seat unavailability found after payment, Lukoumé issues a discount voucher equal to the Total Price under the conditions of article 11.

All prices are displayed in CFA Francs (XAF), all taxes included. The Total Price includes:

• The ticket price set by the Partner Company
• Lukoumé service fees (7% of the ticket price)

In accordance with Ordinance no. 000022/PR/2018 on the Consumer Code, this breakdown is presented on screen before any confirmation. The applicable Total Price is the one displayed at the time of payment validation.

Lukoumé exclusively accepts payments by Mobile Money:

The payment flow follows the steps: Pending → Processing → Confirmed / Failed. No Ticket is issued before full confirmation by the operator.

Lukoumé does not store your Mobile Money account data. In the event of a debit without a ticket being generated, contact us within 48 hours (article 13).

The Ticket is a secure electronic transport document, materialised by a unique QR code generated cryptographically. It is named, linked to a specific trip and single-use.

The Traveller presents their QR code at boarding. Partner Company staff scan it to validate access. A valid ID matching the name on the Ticket may be requested.

The Traveller is solely responsible for keeping their QR code. In the event of loss, contact Lukoumé for re-issuance.

In accordance with Lukoumé's pricing policy, any ticket purchased is strictly non-refundable. No refund in cash or to a Mobile Money account will be made, whatever the reason for cancellation: personal impediment, change of plans, cancellation by the Partner Company, force majeure or any other reason.

The Traveller is invited to carefully check the information of their trip (date, time, destination, passenger names) before validating payment, as this information cannot be modified afterwards without prior cancellation.

In the event of cancellation made more than 24 hours before the departure time, Lukoumé issues the Traveller a discount voucher equal to the price of the cancelled ticket (excluding service fees), usable for any future ticket purchase on the Lukoumé platform.

The discount voucher is sent to the phone number or email provided at the time of booking, within 24 hours of confirmation of the cancellation.

To cancel: log in to your customer account or contact customer service (article 13). Any request to modify a trip (date, time, destination) is treated as a cancellation followed by a new booking.

In the event of a trip cancellation by the Partner Company, Lukoumé notifies the Traveller as soon as possible and issues a discount voucher equal to the Total Price paid at the time of booking (ticket price + service fees), usable for any future ticket purchase on the Lukoumé platform.

The following constitute a substantial change giving entitlement to the discount voucher: any schedule change of more than 3 hours, a change of departure or arrival location, or a downgrade refused by the Traveller.

The discount voucher is sent to the phone number or email provided at the time of booking, within 24 hours of confirmation of the cancellation by the Partner Company.

Lukoumé is responsible for the proper functioning of the booking process, the secure processing of payments and the delivery of a valid Ticket after confirmation.

Lukoumé declines all liability for incidents during transport (delays, accidents, baggage), Mobile Money network malfunctions, Traveller entry errors, or force majeure (natural disasters, pandemics, government decisions).

Lukoumé's contractual liability is capped at the Total Price of the Booking concerned.

Lukoumé processes your data (name, phone, email, travel and transaction data) in accordance with Law no. 036/2018 on the protection of personal data in Gabon, solely for the purposes of: booking management, payment processing, travel-related communication and fraud prevention.

Data is kept for 5 years after the last transaction, in accordance with Gabonese legal accounting and tax obligations.

Your rights of access, rectification, erasure and objection can be exercised at: privacy@lukoume.ga

Data strictly necessary for transport is passed on to the relevant Partner Company. No data is sold to third parties.

These T&Cs are subject to the law of the Gabonese Republic. Any dispute not resolved amicably within 30 days will be submitted to the exclusive jurisdiction of the Courts of Libreville (Gabon), subject to mandatory consumer protection rules.