Legal Information
Terms and Conditions
Please read these terms and conditions carefully before using our services.
These terms govern your use of our courier and delivery services.
1. Acceptance of Terms
By accessing and using E2E Courier services (website, mobile application, or any other platform), you accept and agree to be bound by these terms and conditions. If you do not agree to abide by these terms, please do not use this service. By creating an account or using our services as a customer, driver, or fleet admin, you confirm that you are at least 18 years old and have the legal capacity to enter into this agreement.
2. Service Description
E2E Courier (End to End Courier Services Limited) provides on-demand courier and delivery services through our digital platform, including but not limited to: document delivery, small parcel delivery, express delivery, inter-city courier services, same-day and scheduled deliveries, real-time tracking, and in-app communication between customers and drivers. We operate as a technology platform connecting customers with independent drivers. We reserve the right to modify, suspend, or discontinue any aspect of our services at any time with or without notice.
3. User Accounts and Registration
To use our services, you must create an account and provide accurate information:
- Customers: Must provide valid name, phone number, and email address
- Drivers: Must provide valid identification, driver's license, vehicle registration, insurance documentation, and pass our verification process
- Fleet Admins: Must provide company registration documents and authorization
- You are responsible for maintaining the security of your account credentials
- You must not share your account with others or allow unauthorized access
- You must notify us immediately of any unauthorized access to your account
- You are liable for all activities conducted through your account
4. Customer Responsibilities
As a customer, you agree to:
- Provide accurate pickup and delivery addresses and contact information
- Ensure all items comply with applicable laws and regulations
- Properly package items to prevent damage during transport
- Be available or have an authorized representative for pickup and delivery
- Pay all applicable fees and charges in a timely manner
- Not use our services for illegal or prohibited items
- Treat drivers with respect and professionalism
- Provide accurate descriptions and special instructions for deliveries
- Verify items upon delivery and report any issues immediately
5. Driver Responsibilities and Requirements
As a driver, you agree to:
- Maintain a valid driver's license and vehicle registration at all times
- Maintain adequate vehicle insurance as required by law
- Keep your vehicle in safe, clean, and roadworthy condition
- Accept or decline delivery requests in a timely manner
- Complete accepted deliveries promptly and professionally
- Enable location tracking while logged into the app and during active deliveries
- Handle all packages with care and maintain their confidentiality
- Communicate professionally with customers through the in-app chat
- Comply with all traffic laws and regulations
- Obtain proof of delivery (signature, photo, or OTP verification)
- Report any incidents, accidents, or issues immediately
- Not subcontract deliveries to other parties without authorization
- Maintain accurate banking information for earnings withdrawals
6. Prohibited Items
The following items are strictly prohibited from our delivery services:
- Illegal drugs, narcotics, and controlled substances
- Weapons, firearms, ammunition, and explosives
- Hazardous materials, flammable liquids, and dangerous goods
- Stolen goods or counterfeit items
- Live animals (except as specifically authorized)
- Human remains or organs
- Cash or negotiable instruments exceeding specified limits
- Perishable food items without proper packaging and prior arrangement
- Items exceeding weight or size limitations for the selected vehicle type
- Pornographic or obscene materials
- Any items prohibited by Kenyan law or international regulations
Violation of this policy may result in immediate account suspension, forfeiture of any payments, and potential legal action. We reserve the right to inspect packages if we suspect prohibited items.
7. Pricing and Payment
Pricing for deliveries is calculated based on distance, vehicle type, time of day, and demand. By using our services, you agree to the following:
- Prices shown are estimates and may vary based on actual route and conditions
- Payment is due at the time of booking unless otherwise specified
- We accept multiple payment methods including M-Pesa, credit/debit cards, PayPal, Stripe, Razorpay, Flutterwave, and other integrated payment gateways
- All payments are processed securely through third-party payment processors
- Promotional codes and referral discounts are subject to specific terms and conditions
- Cancellation fees may apply based on the cancellation policy
- Prices are subject to change without prior notice
- Additional charges may apply for waiting time, failed delivery attempts, or special requests
- Late payment or failed transactions may result in service suspension
8. Driver Earnings and Payments
For drivers using our platform:
- Drivers earn based on deliveries completed, minus platform commission and applicable fees
- Earnings are tracked in your driver wallet within the app
- Withdrawal requests can be made once minimum balance requirements are met
- Withdrawals are processed to your registered bank account within 3-7 business days
- E2E Courier retains a commission on each delivery as specified in your driver agreement
- You are responsible for any applicable taxes on your earnings
- Incorrect banking details may result in delayed or failed payments
- Earnings reports are available through the app for your records
9. Booking, Cancellation, and Refund Policy
Bookings:
- Bookings can be made for immediate pickup or scheduled for a later time
- Customers receive real-time updates on driver assignment and delivery status
- Track your delivery in real-time through the app
Cancellations:
- Customers may cancel bookings before driver assignment without penalty
- Cancellation after driver assignment may incur a cancellation fee
- Drivers may cancel accepted deliveries for valid reasons through the app
- Repeated cancellations may result in account suspension
Refunds:
- Refunds are processed for cancelled bookings according to our cancellation policy
- Refunds for service failures are evaluated on a case-by-case basis
- Refunds are issued to the original payment method within 7-14 business days
- Promotional credits and wallet balances are non-refundable
10. Liability and Insurance
Our liability is limited to the declared value of the shipment or KES 10,000, whichever is less, unless additional insurance is purchased. We recommend declaring high-value items and purchasing additional insurance. We are not liable for: indirect, consequential, or punitive damages; losses due to improper packaging; delays due to circumstances beyond our control (force majeure); prohibited items or undeclared contents; pre-existing damage to items; or losses exceeding the declared value. Drivers are independent contractors and are responsible for maintaining their own vehicle insurance. Claims must be filed within 48 hours of delivery completion.
11. Delivery Terms and Real-Time Tracking
Delivery times are estimates and not guaranteed. Delays may occur due to weather, traffic, road conditions, vehicle breakdown, or other circumstances beyond our control. We will make reasonable efforts to deliver within the estimated timeframe. Real-time GPS tracking is available for all active deliveries through the mobile app. Customers can view the driver's location and estimated arrival time. Proof of delivery is obtained through OTP verification, recipient signature, or photo confirmation.
12. Privacy and Data Protection
We respect your privacy and are committed to protecting your personal information in accordance with the Kenya Data Protection Act, 2019. By using our services, you consent to the collection and use of location data (including background location for drivers), personal information, and communications as described in our Privacy Policy. Please refer to our Privacy Policy for detailed information about how we collect, use, and protect your data.
13. In-App Communication and Conduct
Our app provides messaging features for delivery coordination:
- Use in-app chat only for delivery-related communication
- Maintain professional and respectful language at all times
- Do not share personal contact information unnecessarily
- Harassment, abuse, or inappropriate behavior is strictly prohibited
- We reserve the right to monitor communications for safety and quality purposes
- Violations may result in immediate account suspension or termination
14. SOS and Emergency Features
Our app includes SOS features for emergency situations. By using this feature, you authorize us to share your location and relevant information with emergency contacts and authorities. False or frivolous use of emergency features is strictly prohibited and may result in account termination and potential legal action.
15. Referral Program
Our referral program allows users to earn rewards by inviting others. Referral codes are unique to each account. Abuse of the referral system, including creating fake accounts or manipulating the system, will result in forfeiture of rewards and account termination. Referral rewards are subject to specific terms and conditions and may be modified or discontinued at any time.
16. Complaints and Customer Support
If you experience issues with our services, you may file a complaint through the app or contact our customer support. We will investigate all complaints promptly and respond within 48-72 hours. For serious service failures, we may offer compensation or refunds at our discretion. All complaints should be filed within 48 hours of the incident.
17. Account Suspension and Termination
We reserve the right to suspend or terminate accounts for:
- Violation of these terms and conditions
- Fraudulent or illegal activities
- Abuse, harassment, or threatening behavior
- Repeated cancellations or no-shows
- Attempting to transport prohibited items
- Providing false information or documentation
- Payment fraud or chargebacks
- Manipulation of the referral or pricing system
- Any action that harms our platform, users, or reputation
Terminated accounts may forfeit any pending earnings or wallet balances. You may appeal termination decisions by contacting our support team.
18. Independent Contractor Status
Drivers using our platform are independent contractors, not employees of E2E Courier. This means: you control when and how you work; you are responsible for your own taxes and insurance; you are not entitled to employee benefits; and you bear the costs of vehicle maintenance and fuel. E2E Courier provides a platform to connect drivers with delivery opportunities but does not employ drivers.
19. Intellectual Property
All content, trademarks, logos, and intellectual property related to E2E Courier are owned by End to End Courier Services Limited. You may not use our branding, copy our app features, or reproduce our content without written permission. The mobile and web applications, including their design and functionality, are protected by copyright and other intellectual property laws.
20. Dispute Resolution and Governing Law
These terms are governed by the laws of Kenya. Any disputes arising from these terms or our services will first be attempted to be resolved through good-faith negotiation. If negotiation fails, disputes will be resolved through arbitration in Nairobi, Kenya, in accordance with the Arbitration Act, 2015. You agree to waive your right to participate in class action lawsuits. For small claims under KES 100,000, you may pursue resolution in small claims court.
21. Force Majeure
We are not liable for failure to perform our obligations due to circumstances beyond our reasonable control, including but not limited to: natural disasters, wars, civil unrest, government actions, pandemics, strikes, severe weather, road closures, or technical failures. During such events, we may suspend services temporarily without liability.
22. Modifications to Terms
We reserve the right to modify these terms at any time. Changes will be effective immediately upon posting on our website and mobile app. We will notify users of material changes via push notification or email. Your continued use of our services after changes are posted constitutes acceptance of any modifications. We recommend reviewing these terms periodically.
23. Severability
If any provision of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect. The invalid provision will be modified to the minimum extent necessary to make it valid and enforceable.
24. Contact Information
If you have any questions about these Terms and Conditions, please contact us at:
Company Name: End to End Courier Services Limited
Email: info@end2endcourier.co.ke
Phone: +254 721 925 607 / +254 733 189 007
Address: Lunga Lunga Square, 3rd Floor, Room 314, Lunga Lunga Road, Industrial Area, Nairobi
P.O. Box: 60653-00200 Nairobi, Kenya