1. Who we are and acceptance of these terms
Mzigo.online ("Mzigo", "we", "us" or "our") operates the Mzigo.online platform, website and related services (the "Service"), which connect businesses, freelancers and individuals with independent courier and transport partners for the collection, carriage and delivery of parcels and errands in Kenya.
These Terms and Conditions (the "Terms") govern your access to and use of the Service, whether as a workspace owner, team member, senders' agent, freelancer, receiver of a parcel or visitor to our website. By creating an account, registering a parcel, accepting a job, or otherwise using the Service, you confirm that you have read and agree to these Terms. If you do not agree, please do not use the Service.
If you are using the Service on behalf of a business or other legal entity, you represent that you have authority to bind that entity to these Terms, and "you" refers to that entity.
2. Definitions
- "Account" means the login credentials and permissions assigned to a user.
- "Courier Partner" means the independent transport or logistics business that physically carries, holds and delivers a parcel or performs an errand. Courier Partners are separate businesses and are not our employees or agents.
- "Workspace" means the business account that registers parcels, manages team members, billing and API access.
- "Parcel" means an item or consignment registered through the Service for carriage.
- "Receiver" means the person or business to whom a Parcel is addressed.
- "Tracking Data" means tracking numbers, Locker IDs, scan events, proofs of delivery and collection codes generated through the Service.
- "Content" means information, data, text, documents or files you submit to the Service.
3. The Mzigo.online service
Mzigo provides technology that allows you to obtain delivery quotes, register Parcels, print labels, track scans, pay delivery fees and manage delivery records. The physical carriage of a Parcel is performed by a Courier Partner selected for that Parcel.
While we work with Courier Partners to provide reliable service, the Service does not itself transport Parcels. Courier Partner collection points, operating hours, routes, restrictions and cut-off times may vary and are shown when you book. We may add, change or discontinue features, routes or partners from time to time.
The Service may include a public API, webhooks, tracking pages and notification channels (for example SMS, WhatsApp and email). These features are provided on the terms set out in our developer documentation and may be rate-limited or scoped by access keys.
4. Accounts and workspaces
You must provide accurate, complete and current information when registering an Account or Workspace, including a valid phone number and email address, and keep that information up to date.
You are responsible for keeping your login credentials, passwords, PINs and API keys confidential, and for all activity that occurs under your Account or Workspace. Notify us immediately at [email protected] if you believe your credentials have been compromised.
Workspace owners control which team members are invited and what access they have. A Workspace is responsible for the acts and omissions of its team members, including parcels registered and notifications sent through its Account. We may set role-based permissions and limits on numbers of users, parcels, API calls and message volumes according to your plan.
5. Booking and pricing
Prices are displayed in Kenyan Shillings (KES) and are derived from the Parcel size, declared value, route and any additional services selected. Quotes are generated at the time of booking and may change if you change the Parcel size, route or declared value, or if you provide incorrect information.
Unless a Workspace has agreed different commercial terms, the quote shown at registration is the delivery fee payable. The quote may include a base carriage charge, holding or storage charge, insurance or declared-value cover, and a platform fee. Charges for storage, refused parcels, returned parcels or address corrections may be added where they arise.
You are responsible for the accuracy of sender and Receiver details, including phone numbers, and for ensuring that the Receiver is aware of and able to receive the Parcel. We may cancel or requote a booking where the information supplied is materially inaccurate.
6. Payment terms
Delivery fees may be paid by the Receiver at collection by M-Pesa, or by a Workspace according to its subscription and invoicing terms. A collection code is issued after payment; the Receiver should not collect a Parcel without a valid code and matching identification if requested.
Where a Workspace is invoiced, invoices are payable within the period stated on the invoice. Subscription plans renew according to the plan selected, and plan changes take effect as described in the billing area of the Service. Fees are exclusive of VAT unless stated otherwise; VAT is charged at the prevailing rate, currently 16%, where applicable.
Payments may be processed by third-party providers, including Safaricom M-Pesa. You agree to those providers' terms when using them. Unless required by law or expressly stated in these Terms, fees are non-refundable once a Parcel has been dispatched.
7. Delivery, collection and receiver obligations
The Receiver (or the Workspace where applicable) must provide accurate delivery information and must present the Parcel's tracking number or Locker ID and collection code when collecting. Courier Partners may require identification for collection.
Parcels are held in accordance with the applicable Courier Partner's storage rules. Parcels not collected within the notified holding period may be returned, become subject to storage charges, or be dealt with in accordance with the Courier Partner's policy. Delivery timelines are estimates, not guarantees, and may be affected by weather, traffic, security incidents, public holidays and other events outside our control.
If a delivery attempt fails because no authorised person is available or the Receiver refuses the Parcel, the Parcel may be returned to the sender, held for a further period, or handled under our claims and returns process. Additional charges may apply.
8. Prohibited and restricted items
You must not send items that are illegal, stolen, dangerous or prohibited by law or by a Courier Partner. This includes, without limitation, weapons, explosives, flammables, hazardous chemicals, narcotics, counterfeit goods, wildlife products, cash and negotiable instruments, and any item whose carriage requires a licence you do not hold.
Restricted items, such as fragile, high-value, perishable or battery-powered goods, may be carried only with our prior approval and the appropriate packaging, declarations and cover. We and our Courier Partners may inspect, refuse, hold or dispose of Parcels that reasonably appear to breach this section, and we may report unlawful items to the relevant authorities.
You are solely responsible for complying with applicable customs, excise, health and safety requirements, and for the accuracy of declarations you submit through the Service.
9. Risk, title and declared value
Risk in a Parcel passes in accordance with the Courier Partner's terms and our claims process. You agree to declare an accurate value for each Parcel; cover, where purchased or included, is based on that declared value. Declaring a value below the true value may reduce any compensation payable.
Mzigo.online offers parcel insurance on Parcels sent through the platform and is the first Kenyan company to offer it. The cover attached to a Parcel is based on the value declared at registration, and claims are assessed under our claims process and the Courier Partner's terms.
We recommend that high-value goods are declared at their full value and properly packaged. You are responsible for ensuring the Parcel is adequately packaged for transit and handling.
10. Cancellations, refunds and claims
Requests to cancel a booking must be made before the Parcel is dispatched; once dispatched, cancellation may not be possible and fees may not be refundable. Approved cancellations are refunded using the original payment method where practicable.
Claims for lost, delayed or damaged Parcels must be submitted through the Claims page within a reasonable period after the incident, accompanied by the tracking number, a description and any supporting evidence. Claims are assessed against the declared value and the Courier Partner's terms, and may require a valid receipt or proof of value. Fraudulent or exaggerated claims may result in account suspension.
Subject to applicable law, approved claims are settled in KES, and a claim payout is recorded in the platform ledger. Our liability for any Parcel is limited as set out in section 15.
11. Acceptable use
You agree not to misuse the Service. In particular you must not:
- register Parcels containing prohibited items, or submit false sender, Receiver or value information;
- attempt to access another Workspace's data, accounts or tracking records without authority;
- interfere with the Service's security, rate limits, or the servers and networks used to provide it;
- use the Service to send spam, unlawful messages or content that infringes another person's rights;
- scrape, resell or republish the Service or Tracking Data except as permitted by a written agreement or our API terms;
- misrepresent your identity, authority or affiliation.
We may investigate suspected misuse and cooperate with law enforcement where required.
12. Intellectual property
The Service, the Mzigo.online name and logo, software, website design, Tracking Data formats and documentation are owned by us or our licensors and are protected by intellectual property laws. We grant you a limited, non-exclusive, non-transferable right to use the Service in accordance with these Terms and your plan.
You retain ownership of your Content. You grant us a licence to use, store, process and transmit your Content as necessary to provide the Service, including sharing delivery information with Courier Partners and messaging providers. You are responsible for having the necessary permissions to submit Content about third parties, including Receivers.
13. Third-party services
The Service integrates with third-party services such as M-Pesa payment processing, SMS and WhatsApp providers, email delivery and hosting. Those services are governed by their own terms and privacy practices. We are not responsible for third-party services, and their availability may affect the Service.
Links to third-party websites are provided for convenience and do not imply endorsement.
14. Suspension and termination
We may suspend, restrict or terminate your access to the Service if you breach these Terms, if we are required to do so by law, if your Workspace remains unpaid after notice, or if your use poses a risk to other users, Courier Partners or the Service. Where practicable we will give you notice and an opportunity to remedy the breach.
You may stop using the Service and close your Workspace at any time, subject to outstanding fees and any statutory retention requirements. On termination, we may retain records as required by law and for legitimate business purposes, and may offer a reasonable period to export Workspace data. Sections that by their nature should survive termination, including provisions on payment, claims, intellectual property, disclaimers and liability, will survive.
15. Disclaimers and limitation of liability
The Service is provided on an "as is" and "as available" basis. To the maximum extent permitted by law, we disclaim all warranties, express or implied, including fitness for a particular purpose and uninterrupted availability. We do not guarantee delivery times or that the Service will be error-free.
Nothing in these Terms excludes or limits liability for fraud, wilful misconduct, death or personal injury caused by negligence, or any liability that cannot be excluded under the laws of Kenya.
Subject to the paragraph above and to applicable law, our total aggregate liability arising out of or in connection with a Parcel is limited to the lesser of (a) the declared value of that Parcel, and (b) the amount of the delivery fee paid for that Parcel. We are not liable for loss of profit, business, goodwill, data or indirect, special or consequential loss.
16. Indemnity
You agree to indemnify and hold us, our directors, officers and employees harmless from any claims, losses, liabilities, damages, costs and expenses (including reasonable legal fees) arising from your breach of these Terms, your Content, prohibited items sent through your Account, or your violation of another person's rights or applicable law.
17. Force majeure
We are not liable for delay or failure to perform caused by events beyond our reasonable control, including natural disasters, severe weather, pandemics, civil unrest, strikes, network or utility failures, government actions, or failure of a Courier Partner's systems.
18. Changes to these terms
We may update these Terms from time to time to reflect changes in the Service, our practices or applicable law. The updated Terms will be posted on this page with a revised "Last updated" date. Where the changes are material, we will notify Workspace owners by email or through the Service before the changes take effect. Continued use of the Service after the effective date means you accept the updated Terms.
19. Governing law and disputes
These Terms are governed by the laws of Kenya. Before starting formal proceedings, we ask that you contact us at [email protected] so we can attempt to resolve the matter in good faith. If a dispute cannot be resolved within 30 days, it shall be subject to the exclusive jurisdiction of the courts of Nairobi, Kenya, without prejudice to mandatory consumer rights available to you under Kenyan law.
20. General
If any provision of these Terms is held unenforceable, the remaining provisions remain in full force. A failure or delay in exercising a right is not a waiver of that right. You may not assign or transfer your rights under these Terms without our written consent; we may assign them to an affiliate or successor. These Terms, together with our Privacy Policy and any plan or API terms you have accepted, constitute the entire agreement between you and us in respect of the Service.
21. Contact us
Questions about these Terms should be sent to [email protected] or through the contact form. We aim to respond within one business day. See also our Privacy Policy and Support policy.
22. Runner (freelancer) terms
These runner terms apply in addition to the rest of these Terms when you join Mzigo.online as a freelancer or runner. By creating a runner account, accepting a job or switching availability on, you agree to them.
22.1 Independent contractor
Runners are independent contractors, not employees, agents or representatives of Mzigo.online. You choose when to be available and which offered errands to accept. You are responsible for your own taxes, licences, insurance and equipment, and you may not hold yourself out as an employee of Mzigo.online.
22.2 Eligibility and account security
You must be at least 18 years old, provide accurate name, phone, service-area and payout details, and complete any identity verification we require. You are responsible for keeping your PIN secure and for all activity under your runner account. We may pause or decline accounts that fail verification or pose a safety or fraud risk.
22.3 Jobs and acceptance
Available errands are offered based on your service areas and availability. The fee for an errand is shown before you accept it, and you may decline jobs without penalty. Accepting a job creates a commitment to complete it with reasonable care and within the stated handling expectations. We do not guarantee a minimum number of jobs or earnings.
22.4 Conduct, safety and prohibited items
You must follow pickup, handling and delivery instructions, treat senders and receivers respectfully, and comply with all applicable laws. You may not accept errands involving illegal, dangerous, prohibited or misdescribed items, and you must report safety incidents, accidents or suspected fraud promptly through the support channels.
22.5 Payments and payouts
Completed jobs are recorded in your runner dashboard with the applicable fee. Pending earnings become available for payout subject to the minimum payout amount and any deductions disclosed in the app. Payouts are sent to the M-Pesa number saved in your runner profile. You are responsible for keeping that number accurate; payments sent to an incorrect number you supplied may not be recoverable. Mzigo.online records a payout reference for each payment.
22.6 Cancellation and no-show
If you cannot complete an accepted job, cancel as early as possible and follow the in-app process. Repeated late cancellations, no-shows or failure to mark deliveries accurately may lead to lower ratings, suspension or removal from the platform.
22.7 Insurance and liability
Parcel insurance offered through Mzigo.online covers parcels in accordance with the applicable terms; it does not provide personal accident, health, vehicle or income protection for runners. You are responsible for your own insurance. Nothing in these runner terms limits liability that cannot be limited under Kenyan law.
22.8 Suspension and termination
We may suspend or terminate runner access for breach of these terms, safety concerns, fraud, repeated quality failures or legal requirements. You may stop using the platform at any time. Accrued fees for valid completed jobs remain payable subject to these terms.
22.9 Changes
We may update these runner terms as the runner programme develops. Material changes will be notified through the app or by SMS/email before they take effect. Continued use after the effective date means you accept the updated runner terms.
Questions about runner terms: [email protected] or the contact form.
23. Referral programme terms
These referral terms apply when you share a Mzigo.online referral code or link, or join using someone else’s code.
23.1 Eligibility
Referrers and referees must be real, separate people or businesses. You may not refer yourself, use the same phone number, identity documents, device or payment method to create duplicate accounts, or use automated, misleading or spam methods. Referral codes are personal and have no cash value until a reward qualifies.
23.2 Qualifying events
Rewards are earned only after the referee completes the qualifying event for the relevant programme: a runner completes the required number of delivered jobs, a business sends its first registered parcel, or a customer pays for their first delivered parcel. Cancelled, refunded, fraudulent or reversed transactions do not qualify.
23.3 Rewards and caps
Reward amounts, milestones and attribution windows are shown in the app and published on the Refer & earn page. Rewards may be paid as cash to a runner payout number, as parcel credit, or as workspace bill credit. Mzigo.online may apply monthly platform or per-user caps and may change or pause the programme. Credits are not redeemable for cash except where expressly stated.
23.4 Attribution and forfeiture
A referral is attributed to the first valid code used when the referee creates or signs into an account, subject to the published attribution window. Mzigo.online may reverse or withhold rewards if it reasonably suspects fraud, abuse, duplicate accounts, chargebacks or breach of these terms.
23.5 Tax and law
You are responsible for any tax arising from referral rewards. The programme is not a lottery or investment scheme. Nothing in these terms limits rights that cannot be limited under Kenyan law.
Questions about referrals: [email protected] or the contact form.