Terms of Service

Currently, we provide courier services only within the geographical boundaries of the Region of Dar es Salaam (the "service area"), on a non-universal service basis.

We reserve the right to refuse services to any customer, under the following circumstances:

1. Operational limitations
   In the event that the service requested reaches beyond our service area;
2. Unverifiable contents
   If we cannot verify the contents of a consignment (including but not limited to bags, bins, boxes, or envelopes), we reserve the right to perform an inspection. If you decline this inspection, we will refuse the service. Exception: Business clients delivering products with serially-numbered receipts.
3. Prohibited items
   We will not accept items on our Prohibited items list.
4. Controlled items
   We may accept items on our Controlled items list if they meet our safety guidelines;
5. Risk to safety
   If we believe an item poses a danger to our team, our property, other customers or their property, or the general public;
6. Suspicion of fraud or illicit activity
   If we have reason to suspect that an item(s), sender, recipient, or other individual may be involved in fraud, money laundering, or any other illegal activity.

In any case where service is refused, we will notify the customer as soon as reasonably possible, providing a clear explanation for the refusal. The customer may seek clarification or make arrangements for alternative solutions, where applicable.

To help us deliver your parcels on time and safely, we ask that you:

1. Provide accurate and complete delivery details, including recipient infomation.
2. Indemnify the company against claims arising from non-compliance.

We reserve the right to open, inspect, and/or x-ray any parcels at any time for security, customs clearance, or regulatory compliance, or operational reasons.

Such inspections may be conducted by us or by third-party authorities as required by law.

The Company's liability for lost, damaged, or delayed parcels is limited to:

The lesser of one million Tanzanian Shillings (TZS 1,000,000) or the declared value of the parcel's contents, subject to applicable laws and regulations.

Liability applies only to direct losses due to negligence on the part of our Directors, Staff, or Agents. The Company shall not be liable for losses resulting from:

1. Force majeure events;
2. Third-party mishandling, including customs authorities;
3. Handover of items without proof of custody.

1. From Sender to DROP-IT
   Liability for a parcel transfers to us once the parcel is received and accepted by a member of our staff or agent.
2. From DROP-IT to Recipient
   
   1. Liability transfers to the recipient once the parcel has been successfully delivered to the recipient or their authorized representative; or
   2. The parcel has been marked as "delivered" in our system based on proof of delivery (e.g., physical or digital signature or OTP verification).


3. Proof of Custody Requirement
   No transfer of liability shall be considered valid without a documented chain of custody. Customers must not handover or accept any items without the completion of the required digital or physical proof of delivery.

If we can't deliver a parcel because of a wrong address or because the recipient isn't reachable, we will:

1. Make another delivery attempt within 24 hours of the initial failed attempt.
2. Re-route the parcel to the nearest hub for collection by the customer at no additional cost.
3. Return the parcel to the sender if uncollected for thirty (30) days.

1. Roles
   

   The Company acts as the provider of courier services, ensuring the efficient, secure, and timely delivery of parcels. The Company shall ensure compliance with all applicable laws and regulations.

2. Responsibilities
   1. Provide reliable, secure, and timely delivery services in accordance with these terms and conditions, and applicable laws and regulations.
   2. Properly handle, secure, and store parcels, especially those that are undeliverable or need rerouting.
   3. Ensure the safe transport of parcels and maintain consignment integrity throughout the delivery lifecycle.
   4. Ensure safe storage of undelivered parcels until the recipient is contacted and arrangements are made.
   5. Adhere to all legal, regulatory, and industry standards, including customs, safety, and environmental regulations.

1. Roles
   

   Ensure parcels comply with all legal, regulatory, and customs requirements, as well as our own policy on prohibited and controlled items.

2. Responsibilities
   1. Understand and adhere to any specific regulations that apply to certain types of goods.
   2. Provide accurate, complete, and up-to-date consignment details, including the recipient’s name, address, and contact information, to avoid delivery issues or delays.
   3. Package items securely and appropriately to prevent damage during transport, following the Company's packaging guidelines.
   4. Notify the Company promptly of any issues with parcels, such as damages, loss, or discrepancies in the delivery address.

1. Operational review
   Regularly assess our operational capacity with respect to human and physical capital in relation to the demands of customers, to ensure that pickup, transportation, and delivery services are available within the defined coverage area.
2. Service communication
   Ensure that available services are communicaed to customers at the point of inquiry physically or electronically.
3. Communication of service refusal
   If a service is unavailable, notify the customers promptly with an explanation, physically or electronically, and provide alternative solutions or adjust delivery times if applicable.

1. Loss and damage reporting
   Create a standardized procedure for customers to report lost, damaged, or delayed parcels, including evidence submission requirements.
2. Claims handling
   Establish a claims process to investigate incidents of loss, damage, or delay and issue compensation in accordance with these terms of service.
3. Customer education
   Ensure customers are aware of exlcusions, such as force majeure or third-party mishandling, which are not covered under liability.

1. Cut-off time
   Requests must be placed before 1600 EAT to be processed for same-day delivery. Deliveries requested after this time may be picked up, and/or, delivered the next business day.
2. Delivery time
   Express deliveries are to be completed within two (2) hours from the time of pickup from the pickup location, or from the time the customer drops off a parcel at one of our collection points, to the time of delivery (subject to factors beyond the Company's reasonable control).
3. Service fees
   Fees are determined by the distance between the origin and destination. Fees may be revised at the Company's discretion and will take effect not less than 24 hours after being communicated through official channels.

1. Cut-off time
   Requests must be placed before 1400 EAT to be processed for same-day delivery. Deliveries requested after this time may be picked up, and/or, delivered the next business day.
2. Delivery time
   Express deliveries are to be completed within six (6) hours from the time of pickup from the pickup location, or from the time the customer drops off a parcel at one of our collection points, to the time of delivery (subject to factors beyond the Company's reasonable control).
3. Service fees
   Fees are determined based on the weight of the parcel.

Where we decline to provide services to a customer or prospective customer under the conditions outlined in section 3.2, the following shall apply:

1. Communication
   We will contact you through the same way you reached out to us, unless you give us instructions otherwise. In any case, we will provide a clear reason for the refusal referencing these Terms, and applicable laws and regulations.
2. Alternative Resolution
   We may offer alternative solutions or service adjustments in good faith to satisfy your requests. We may also direct you to external options where appropriate.
3. Exceptions to Communication
   Notwithstanding the provisions above regarding communication of service refusal, may not provide direct or immediate notice to the customer under the following circumstances;
   1. Where providing such communication would pose a risk to the safety of our staff, customers, or the general public;
   2. Where the customer cannot be reached using the communication channels available to us;
   3. Where applicable laws or regulatory directives prevent the disclosure of specific reasons for refusal or require that communication follow a different process;
   4. Where emergencies or force majeure events make immediate communication impossible or impracticable, provided that records of the refusal are documented.
4. Exceptions to Alternative Resolution
   Notwithstanding the provisions above regarding alternative resolution(s), we are under no obligation to provide alternative resolutions to customers under the following circumstances;
   1. Where providing an alternative would violate applicable laws and regulations;
   2. Where the nature of the request, item(s), or service constraints makes alternative resolution technically or practically impossible in the opinion of the Company;
   3. Where providing an alternative could expose the Company's staff, customers, or any other person within or outside the United Republic of Tanzania, to undue risk, damage, or liability.

1. Collection period
   If we cannot deliver your parcel to your chosen location (e.g., your home or your workplace), we will hold it at one of our collection points. You will then have fourteen (14) days to pick it up (the "collection period");
2. Communication
   If you haven't collected your parcel after the collection period, we will continue to reach out to you using the contact details you provided when you booked the delivery.
3. Holding period
   If you can't make it within the collection period, we will hold the parcel for up to 30 more days (the "holding period"). During this time, we will try to contact you daily to arrange for a delivery.
4. Holding fee
   Parcels held beyond the collection period may attract a holding fee. This fee may vary depending on the parcel, but will never exceed the original delivery fee you paid (or are required to pay).
5. Disposition of unclaimed parcels
   

   If a parcel remains unclaimed after the end of the holding period, we reserve the right to take one or more of the following actions:

   1. Return the parcel to the sender, at our expense;
   2. Return the parcel to the sender, at the sender's expense;
   3. Hold the parcel in storage for a maximum period of ninety (90) days, during which the parcel can still be claimed;
   4. Dispose of the parcel in a safe and lawful manner.
6. Finality
   The decision of the Company to decline a service request shall be final and binding, subject only to compliance with existing service agreements, and applicable laws and regulations.

1. Documentation
   The Company shall maintain detailed records of all delivery services provided, or refused, including the details of parcels delivered and context surrounding service refusals.
2. Digital Infrastructure
   The Company shall maintain a secure, cloud-based database environment subject to the following requirements:
   1. Access control
      The Company shall secure the database through role-based access control to prevent unauthorized access to confidential data.
   2. Auditability
      The Company shall maintain an immutable audit trail of all database operations, including the creation, modification, or deletion of records.
   3. Traceability
      The Company shall ensure that each database operation captures detailed metadata, identifying the authorized user, the nature of the change(s), the origin of the request, and a precise timestamp of the activity.
      
3. Contingency Planning
   The Company shall maintain a fallback procedure for physical recordkeeping to ensure continuity in the event of a digital system failure or emergency.
4. Data Retention
   All digital and written records shall be securely retained for a minimum period of ten (10) years, unless required under applicable laws and regulations to maintain such data for a longer period.