3.1 Service Availability

The company provides courier services within the geographical boundaries of the Region of Dar es Salaam on a non-universal service basis. All services are subject to availability, regulatory compliance, and the company’s operational capacity. The company may refuse service at its sole discretion.

3.2 Refusal of Service

The Company reserves the right to refuse services to any customer or shipment at its sole discretion, including but not limited to the following circumstances:

1. Operational limitations
   In the event that a shipment exceeds the Company’s operational capacity, or if the requested service is unavailable due to unforeseen circumstances (including but not limited to force majeure events), the Company may refuse service. This includes, but is not limited to, transportation restrictions, regulatory compliance issues, or temporary unavailability of services.
2. Non-compliance
   If a customer or shipment fails to comply with local laws and regulations, including those relating to the transportation, storage, or delivery of goods, the company may refuse service. This includes, but is not limited to, goods that are prohibited under national law.
3. Prohibited items
   The company expressly excludes the transportation, storage, or delivery of items listed under its exclusions (see Prohibited items). Shipments containing any of these items will not be accepted, and the company reserves the right to refuse service if such items are found
4. Controlled items
   The company may accept these items for transportation under strict guidelines to ensure compliance with applicable regulations and to mitigate any potential risks. These items must be handled with care and are subject to special packaging, labeling, and condition requirements (see Controlled items).
5. Risk to safety
   The company may refuse service if it determines that a shipment poses a safety or security risk to its operations, employees, or the public. This includes shipments that may be deemed hazardous, dangerous, or that require special handling beyond the company’s operational capacity.
6. Suspicion of fraud of illicit activity
   The company reserves the right to refuse service if it has reasonable grounds to suspect that the parcel, its contents, or the sender or recipient, are related to or complicit in fraudulent activity, money laundering, illegal drug trade, or any other conduct deemed unlawful within the United Republic of Tanzania.

In any case where service is refused, the company 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 shipping methods, where applicable.

3.3 Customer Obligations

All customers shall:

1. Ensure that shipments comply with applicable laws and regulations;
2. Provide accurate and complete shipment details, including recipient information;
3. Properly package shipments per our packaging guidelines;
4. Indemnify the company against claims arising from non-compliance.

3.4 Inspection Rights

The company reserves the right to open, inspect, and/or x-ray any shipment at any time for security, customs clearance, or regulatory compliance, or operational reasons. Such inspections may be conducted by the company or by third-party authorities as required by law.

3.5 Prohibited items

The company does not accept the transportation of prohibited items as outlined in (see Prohibited Items).

3.6 Limited liability

The company’s liability for lost, damaged, or delayed shipments is limited to; the greater of one million Tanzanian shillings (TZS 1,000,000) or the declared value of the shipment, subject to applicable laws. Liability applies only to direct losses due to proven negligence, excluding consequential or indirect damages. The company shall not be liable for;

1. Force majeure events;
2. Customer non-compliance with packaging;
3. Third-party mishandling, including customs authorities.

3.7 Transfer of liability

1. From sender to DROP-IT^®
   Liability for a shipment transfers to us once the parcel is received and accepted by a DROP-IT^® member of staff, or an authorized DROP-IT^® representative. Until this point, the sender retains full responsibility for the parcel, including its packaging and labeling compliance.
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).

3.8 Packaging guidelines

1. Sender's responsibility

   The sender is responsible for ensuring that all shipments are properly packaged in accordance with our packaging guidelines (see Packaging Guidelines). Packaging must be appropriate for the parcel’s contents, size, weight, and fragility to withstand normal handling, transport, and storage conditions.
   If a sender’s packaging is inadequate, damaged, or non-compliant, DROP-IT® reserves the right to:

   1. Reject the parcel at pickup
   2. Require packaging, or repackaging, before acceptance
   3. Offer DROP-IT^® packaging for purchase, if applicable and available.

2. Limitation of liability for inadequate packaging
   The Company shall not be liable for any loss, damage, or deterioration of a parcel resulting from packaging that fails to meet the Company's specified standards. This includes cases where the sender provides insufficient, defective, or otherwise improper packaging. The limitation applies only when the customer chooses not to comply with the Company's packaging guidelines and does not affect the Company's responsibility for services or packaging it provides.
3. Packaging assessment and acceptance
   Our staff will conduct visual and physical inspections to assess packaging suitability. Parcels that fail to meet packaging guidelines may be:
   1. Returned to the sender, at the company's expense; or
   2. Returned to the sender, at their own expense; or
   3. Accepted with a waiver.

3.9 Rerouting and storage of undeliverable parcels

If a parcel is undelivered due to incorrect details of recipient, address, or otherwise, or due to the unavailability of the recipient or non-colleection within the pickup window, we will:

1. Make another delivery attempt within 48 hours of the initial failed attempt.
2. Reroute the parcel to the nearest DROP-IT^® hub for customer collection at no additional cost.
3. Arrange redelivery at the customer’s expense upon their request.
4. If the parcel remains uncollected for 30 days, return it to the sender in accordance with our returns policy.

3.10 Delivery times

Delivery times indicate the maximum duration of the Company aims to meet and are not guaranteed. Actual deliveries may occur soone:

1. Standard delivery - 6 hours
2. Express delivery - 2 hours

3.11 Refund and compensation

Eligibility for refunds or compensation
Customers may qualify for a refund or compensation if the parcel has been lost, damaged, or stolen.

3.12 Service modification

The company reserves the right to; modify, suspend, or terminate services without notice due to operational, security, or regulatory concerns, refuse service to customers violating these terms, or amend pricing, policies, or service conditions at its sole discretion.

4.1 The Company

1. Roles
   

   The company acts as the provider of courier services, ensuring the efficient, secure, and timely delivery of parcels.The company ensures compliance with all applicable laws and regulations in the provision of courier services, including safety, customs, and environmental standards.
   
   The company is responsible for safeguarding customer and parcel data, adhering to data protection regulations.

2. Responsibilities
   

   Provide reliable, secure, and timely delivery services in accordance with agreed terms and conditions; Properly handle, secure, and store parcels, especially those that are undeliverable or need rerouting; Ensure the safe transport of parcels and maintain shipment integrity throughout the delivery process; Ensure safe storage of undelivered parcels until the recipient is contacted and arrangements are made.
   
   Adhere to all legal, regulatory, and industry standards, including customs, safety, and environmental regulations.

4.2 The Customer

1. Roles
   

   Ensure shipments comply with all legal, regulatory, and customs requirements, as well as the company’s own internal policy on prohibited and controlled items.

2. Responsibilities
   

   Understand and adhere to any specific regulations that apply to certain types of goods; Provide accurate, complete, and up-to-date shipping details, including the recipient’s name, address, and contact information, to avoid delivery issues or delays; Package items securely and appropriately to prevent damage during transport, following the company’s packaging guidelines; and notify the company promptly of any issues with shipments, such as damage, loss, or discrepancies in the delivery address.

5.1 Service availabiliy

1. Operational review
   

   Regularly assess the company’s operational capacity to ensure that pickup, transportation, and delivery services are available within the defined coverage area.

2. Service scheduling
   

   Ensure that available services are communicated to customers at the point of inquiry, including real-time availability.

3. Communication of service refusal
   

   If a service is unavailable, notify the customer promptly with an explanation, in print or electronically, and provide alternative solutions or adjust delivery times if applicable.

4. Continuous monitoring
   

   Maintain a system to monitor the availability of services and operational capacity to ensure that unforeseen circumstances are appropriately handled.

5.2 Limited liability and claims handling

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 the company’s liability policy.

3. Customer education
   

   Ensure customers are aware of exclusions, such as force majeure or third-party mishandling, which are not covered under liability.

5.3 Express delivery

1. Cut-off time
   

   Requests must be placed before 1500 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 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.

5.4 Standard delivery

1. Cut-off time
   

   Requests must be placed before 1200 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
   

   Standard deliveries are to be completed within six (6) hours from the time of pickup from the pickup location 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.

5.5 General delivvery procedures

Where the company declines to provide services to a customer or prospective customer under the conditions outlined in section 4.2 Service Availability, the following procedure shall apply:

1. Communication
   

   The company shall communicate any decision to decline services to the customer in an appropriate and timely manner. If the interaction is face-to-face, a verbal explanation shall suffice unless the individual(s) request a written statement, in which case it shall be provided; If the request was made in writing or electronically, the response shall be provided in writing or electronically using the same medium used to establish communications with the customer, or any other medium that allows the effective communication of the refusal to the customer.
   
   In any event, the company shall clearly state the reason for refusal, referencing the relevant provisions of these terms of service.

2. Alternative resolution
   

   Where feasible, the company may provide the customer or prospective customer with alternative solutions in the event of service refusal. The company may propose adjustments to the request (e.g., packaging requirements, service type, or delivery schedule) that would make the service possible. Where the service cannot be provided under any circumstance, the company may guide the customer to external options where appropriate and permissible. In any event, all alternative resolutions shall be offered in good faith, with the objective of assisting the customer while remaining compliant with these terms of service and applicable law.

3. Unclaimed parcels
   

   Customers are required to collect their parcels within thirty (30) days from the parcel being received at a DROP-IT^® Hub or Partner location. Where a parcel remains uncollected after the pickup window has commenced, the company shall make reasonable efforts to notify the customer using the contact details provided at the time of booking. Communication attempts shall be made by phone, SMS, email, or any other practical means of communication. Unclaimed parcels shall be stored securely by the company at its locations. Parcels held beyond the pickup window may incur reasonable storage fees, which shall be communicated to the customer prior to collection, and in any case shall not exceed the original fee payable by the customer for delivery and packaging.

4. Disposition of unclaimed parcels
   

   If a parcel remains unclaimed after the end of the pickup window, the Company reserves the right to take one or more of the following actions:

   1. Return the parcel to the sender, at the Company's expense; or
   2. Return the parcel to the sender, at the sender's expense; or
   3. Hold the parcel in storage for a maximum period of ninety (90) days, during which the parcel can still be claimed; or
   4. Dispose of the parcel in a safe and lawful manner.
   The company shall not be liable for any loss, damage, or delay arising from a customer’s failure to collect a parcel within the stipulated period, except as required under applicable laws. Customers remain responsible for any outstanding fees, charges, or costs related to the handling and disposition of unclaimed parcels.

5. Recordkeeping
   

   The company shall make all reasonable effort to maintain accurate records of all instances of service refusal to ensure accountability, compliance, and auditability. For face-to-face or telephone requests, the corresponding refusals shall where feasible be recorded, noting the date, time, reason, and the staff member involved. For electronic or written requests, the corresponding refusals shall be stored and easily retrievable electronically, and written records shall be stored at the company’s registered office in a manner that ensures safe storage and easy identification.

6. Finality
   

   The decision of the company to decline a service request shall be final and binding, subject only to compliance with exisitng service contracts, applicable laws and regulatory requirements.

7. No obligation to reconsider
   

   Once a service refusal has been communicated following the procedures outline in this section, the company is not obligated to reverse or reconsider the decision.

8. Exceptions to Communication
   

   Notwithstanding the provisions above regarding communication of service refusal, the company shall be exempt from providing direct or immediate notice to the customer under the following circumstances; where providing immediate communication would pose a risk to the safety of company staff, customers, or the general public; where the customer cannot be reasonably reached using the communication channels provided; where applicable laws or regulatory directives prevent the disclosure of specific reasons for refusal or require that communication follow a different process; where operational emergencies or force majeure events make immediate communication impossible, provided that records of the refusal are documented. In any case, the circumstances preventing direct communication shall be recorded in accordance with the company’s recordkeeping procedures.

9. Exceptions to Alternative Resolution
   

   Notwithstanding the provisions above regarding alternative resolution, the company is under no obligation to provide alternative resolutions to customers under the following circumstances; Where providing an alternative would violate applicable laws, regulations, or company safety policies; Where the nature of the request, package, or service constraints makes alternative resolution technically or operationally impossible in the opinion of company staff; Where operational emergencies or force majeure events prevent the company from offering a feasible alternative; Where providing an alternative could expose the company’s staff, customers, partners, affiliates, vendors, attorneys, or any other person within or outside the United Republic of Tanzania, to undue risk, damage, or liability.

10. Packaging procedures
    

    See our packaging guidelines for details.