Effective 1 June 2026 · Kamuzigo Marketplace Limited · Reg. No. PVT-MA15Q3LB
This policy explains how to raise a complaint or dispute with Kamuzigo, what steps we follow to resolve it, and what options are available if internal resolution fails.
If you have an issue with a shipment — such as a lost or damaged Item — you must first raise a claim through the Platform by selecting "I have an issue" within 3 calendar days of Kamuzigo notifying you that the Item has been delivered or appears to be lost.
Once an issue is raised:
Refund eligibility applies to the fees paid through Kamuzigo, not to the value of the item being shipped — Kamuzigo is a marketplace, not an insurance provider. For full details on refund eligibility and the refund structure, see the Refund Policy.
If you believe Kamuzigo has made an incorrect enforcement decision — such as removing your listing, restricting your account, or rejecting a claim — you may appeal by:
Kamuzigo will arrange for the appeal to be reviewed by suitably authorised staff. You may be asked to provide additional information or evidence.
You also retain any rights you may have under Kenyan law to bring a claim before a competent court or regulator.
If you have a complaint or dispute with Kamuzigo, you should first contact us at complaints@kamuzigo.com and provide enough information for us to understand and investigate the issue. Include your account details, the relevant Transaction ID, and a description of the problem.
Kamuzigo will make reasonable efforts to resolve disputes fairly and promptly. We may contact you for additional information or evidence during our review.
If a dispute cannot be resolved internally, either party may pursue any lawful dispute resolution option available under Kenyan law, including court proceedings before a competent Kenyan court. Where applicable, a consumer may also seek assistance from relevant consumer protection bodies or regulators in Kenya.
These Terms, and any disputes arising out of or relating to them, the Platform, or the Services, are governed by the laws of the Republic of Kenya.
Subject to any mandatory consumer protection rights, the courts of Kenya have jurisdiction over disputes arising out of or relating to the Terms and Conditions, the Platform, or the Services.