Terms of Service

1. Acceptance of Terms

Welcome to MzGo. These Terms of Service ("Terms") govern your use of the MzGo mobile application, website, and delivery services (collectively, the "Services") operated by MzGo Logistics ("MzGo," "we," "us," or "our").

By accessing or using our Services, you agree to be bound by these Terms and our Privacy Policy. If you do not agree to these Terms, do not use our Services.

2. Our Services

MzGo is a technology platform that connects customers who need goods delivered with independent driver partners who provide delivery services. We offer:

• On-Demand Delivery: Delivery bookings in supported service areas
• Multiple Vehicle Types: Mkokoteni, boda boda, pickup trucks, and lorries
• Business Workspace: Delivery booking, monitoring, team access, history exports, and analytics
• Real-Time Tracking: GPS tracking for all deliveries

MzGo acts as an intermediary platform. Driver partners are independent contractors, not employees of MzGo.

3. User Accounts

3.1 Account Creation

To use our Services, you must:

• Be at least 18 years old
• Provide accurate, complete registration information
• Maintain a valid, verified phone number and any other contact details requested for your account type
• Protect one-time verification codes and access to your authenticated device

3.2 Account Responsibility

You are responsible for all activity under your account. You must:

• Keep your login credentials secure
• Notify us immediately of any unauthorized access
• Not share your account with others
• Not create multiple accounts for fraudulent purposes

3.3 Account Verification

We may require identity verification for security purposes. Failure to complete verification may result in limited access to Services.

4. Customer Terms

4.1 Booking Deliveries

When you book a delivery:

• Provide accurate pickup and dropoff addresses
• Ensure someone is available to hand over and receive the items
• Provide accurate description of items and their approximate weight/size
• Package items appropriately for transport

4.2 Prohibited Items

You may not send:

• Illegal drugs or controlled substances
• Weapons, explosives, or hazardous materials
• Stolen goods or contraband
• Live animals (without prior arrangement)
• Cash, negotiable instruments, or valuables not expressly accepted during booking
• Perishable goods without appropriate packaging
• Items prohibited by Kenyan law

4.3 Cancellations

• Before driver assignment: Free cancellation
• Before pickup: The app may allow cancellation while the trip remains in a cancellable state
• After pickup: The booking can no longer be cancelled through the customer app

4.4 Delivery Confirmation

Pickup and delivery are verified using trip-specific PINs. Drivers may also upload delivery-proof photos where the workflow requires them. Delivery issues can be reported against the relevant trip through the in-app support workflow.

5. Driver Partner Terms

5.1 Eligibility

To become a driver partner, you must:

• Be at least 18 years old
• Have a valid National ID
• Hold a valid driving license (for motorized vehicles)
• Have valid vehicle insurance and registration
• Possess a Good Conduct Certificate
• Complete the required document review and administrator approval process

5.2 Independent Contractor Status

Driver partners are independent contractors, not employees. You:

• Control your own schedule and working hours
• May work for other platforms
• Are responsible for your own taxes and expenses
• Must maintain your own vehicle insurance

5.3 Driver Obligations

As a driver partner, you agree to:

• Maintain valid documents at all times
• Keep your vehicle clean and in good condition
• Handle all items with care
• Complete deliveries in a timely manner
• Treat customers with respect and professionalism
• Not consume alcohol or drugs while working
• Follow all traffic laws and regulations

5.4 Commission & Payouts

• MzGo deducts the applicable commission from completed delivery earnings
• Eligible wallet funds may be withdrawn to a verified mobile-money payout account
• The current withdrawal minimum, maximum, and provider fee are shown before confirmation
• Submitted withdrawals remain pending until the payment provider confirms a terminal result

5.5 Ratings & Deactivation

Drivers are rated by customers. Consistently low ratings, policy violations, or fraudulent activity may result in temporary suspension or permanent deactivation.

6. Business Account Terms

6.1 Business Accounts

Business accounts are intended for companies making regular deliveries. Additional features include:

• Individual delivery booking and live monitoring
• Multiple team members with role-based permissions
• Order history and CSV exports
• Analytics dashboard
• Visibility into reported trip issues

6.2 Billing

Business deliveries are paid per booking using the payment methods presented by the platform. The fare and payment status shown in the authenticated workspace are authoritative for that delivery.

7. Payments & Pricing

7.1 Pricing

Delivery prices are calculated based on:

• Distance between pickup and dropoff
• Vehicle type selected
• The server-side pricing configuration in force when the estimate is requested

You will see the server-calculated fare before confirming your booking. The booked fare remains authoritative unless you explicitly confirm an additional amount, such as a voluntary tip.

7.2 Payment Methods

We accept:

• M-Pesa
• Credit/Debit cards (via Paystack)
• Airtel Money (via Paystack, when available)
• Cash, where the booking flow offers it

7.3 Refunds

Refund requests are reviewed against the trip and payment records. A refund is not approved or complete until that outcome is recorded and confirmed through the relevant payment provider. No processing time is guaranteed unless MzGo confirms it in writing for the specific case.

8. Prohibited Activities

You may not:

• Use our Services for any illegal purpose
• Harass, threaten, or abuse drivers, customers, or MzGo staff
• Provide false information or impersonate others
• Manipulate pricing or exploit system vulnerabilities
• Create fake accounts or reviews
• Interfere with platform operations
• Reverse engineer our applications
• Use automated systems to access our Services without permission
• Circumvent safety or security features

9. Limitation of Liability

9.1 Service Disclaimer

Our Services are provided "as is" without warranties of any kind. We do not guarantee:

• Continuous, uninterrupted service availability
• Specific delivery times (estimates only)
• That our Services will meet all your requirements

9.2 Liability Cap

To the maximum extent permitted by law:

• MzGo's total liability for any claim shall not exceed the amount paid for the specific delivery in question
• We are not liable for indirect, incidental, or consequential damages
• We are not liable for items damaged due to inadequate packaging
• No insurance or additional coverage is sold through the platform unless it is explicitly presented in the booking flow and confirmed in writing

9.3 Driver Actions

Driver partners are independent contractors. While we vet all drivers, we are not liable for their actions outside of deliveries or for criminal acts.

10. Dispute Resolution

10.1 Customer Support

For delivery issues, contact our support team first:

• Email: support@mzgo.co.ke
• Phone: +254 723 079 329

Support records the status and resolution of in-app trip reports. Response and resolution times depend on the facts and any external provider investigation required.

10.2 Formal Disputes

If informal resolution fails:

1. Submit a written complaint to disputes@mzgo.co.ke
2. Allow MzGo a reasonable opportunity to investigate and respond
3. If unresolved, disputes may be handled under the dispute mechanism permitted by applicable Kenyan law

10.3 Governing Law

These Terms are governed by the laws of Kenya. Courts in Nairobi, Kenya shall have exclusive jurisdiction.

11. Termination

11.1 By You

You may close your account at any time by contacting support. Outstanding payments must be settled before account closure.

11.2 By MzGo

We may suspend or terminate your account for:

• Violation of these Terms
• Fraudulent or illegal activity
• Repeated complaints from other users
• Non-payment (business accounts)
• Extended inactivity (12+ months)

We will provide notice before termination unless immediate action is required for safety or legal reasons.

12. Changes to Terms

We may modify these Terms at any time. We will notify you of material changes via:

• Email notification
• In-app notification
• Website announcement

Continued use after changes constitutes acceptance. If you disagree with changes, you must stop using our Services.

13. Contact Information

For questions about these Terms:

• Email: legal@mzgo.co.ke
• Phone: +254 723 079 329
• Address: MzGo Logistics, Nairobi, Kenya