Terms & Conditions

Kamuzigo Marketplace Limited is a private limited company registered in the Republic of Kenya under company number PVT-MA15Q3LB. Our registered address is M'Ikiao's Farm, Kigucwa, Mikinduri, Meru County, Kenya.

In these Terms, "Kamuzigo", "we", "us", and "our" refer to Kamuzigo Marketplace Limited.

Kamuzigo owns and operates an online logistics marketplace through a website and mobile application. The Platform connects people who need goods transported with people who are willing and able to transport those goods within Kenya.

Kamuzigo provides the following services:

• Marketplace hosting services — We provide a digital platform that allows Shippers and Drivers to find each other, communicate, agree on delivery arrangements, and manage transactions. Kamuzigo does not physically collect, carry, transport, sort, store, or deliver goods. Unless expressly stated otherwise, Kamuzigo is not a party to the transport contract between a Shipper and a Driver.
• Payment facilitation and escrow support — We help facilitate payments through authorised third-party payment processors and wallet providers. Payments may be held in escrow until the applicable delivery conditions are met.
• Platform protection — The Platform Protection Fee is charged on each eligible transaction made through the Platform. It supports secure payment handling, customer support, dispute assistance, and refund eligibility where an item is confirmed lost or damaged in accordance with these Terms.
• Tax compliance — Kamuzigo may apply VAT and any other applicable statutory taxes to transactions on the Platform in accordance with Kenyan tax law and applicable digital marketplace rules.

Kamuzigo is responsible only for the services we expressly provide under these Terms and only to the extent required by applicable law.

These Terms form a legally binding agreement between you and Kamuzigo. They govern your use of the Platform and all related services.

You accept these Terms when you:

• create or access a Kamuzigo account;
• click a button indicating acceptance;
• list an item for shipment;
• offer to transport an item;
• make or receive payment through the Platform;
• use the Kamuzigo Wallet or escrow process; or
• continue using the Platform after being notified of updates to these Terms.

If you do not agree to these Terms, you must not create an account or use the Platform.

In these Terms, the following words have the meanings set out below:

To use the Platform, you must:

• be at least 18 years old;
• have legal capacity to enter into binding agreements;
• provide accurate registration and verification information;
• hold an active Kamuzigo Account;
• comply with these Terms, the Shipping Rules, and applicable law; and
• have the legal right to list, ship, collect, transport, or receive the relevant Item.

Kamuzigo may refuse registration, suspend access, or close an account where we reasonably believe a User does not meet these eligibility requirements.

Kamuzigo supports two main types of Users:

• Shippers — A Shipper may list one or more Items for delivery within the Republic of Kenya, select a Driver, pay through the Platform, and confirm delivery.
• Drivers — A Driver may view shipment listings, offer to transport Items within Kenya, complete deliveries, and receive payment after successful delivery confirmation in accordance with these Terms.

A User may use the Platform only for lawful transportation activities and only for Items permitted under the Shipping Rules.

The Shipping Rules form part of these Terms. They explain which Items may or may not be listed, packaging requirements, safety rules, and other shipment-related standards.

If there is a conflict between these Terms and the Shipping Rules on a shipment-related issue, the Shipping Rules will apply to that issue.

Kamuzigo may also publish or update other policies, guidelines, help centre articles, refund procedures, wallet instructions, or safety rules. Where those materials are expressly stated to form part of these Terms, they are binding on Users.

For general support, complaints and dispute resolution, reporting illegal or harmful or prohibited activity, legal regulatory and official authority requests, account closure or account-related requests, or appeal against account or content decisions, you may contact Kamuzigo via email through support@kamuzigo.com.

Kamuzigo may contact you by email, SMS, phone, in-app notification, or any other contact method linked to your Account.

You are responsible for keeping your contact details accurate and up to date.

To create an Account, you must provide accurate information requested during registration, including a valid Kenyan mobile phone number, a username, and a secure password.

Registration may require SMS verification. You may also be required to link a Mobile Money account, such as M-Pesa or Airtel Money, registered in your legal name.

Kamuzigo may ask you to verify your account information, payment details, identity, or other information where necessary for security, fraud prevention, legal compliance, or service integrity.

You are responsible for:

• keeping your login details confidential;
• preventing unauthorised access to your Account;
• immediately notifying Kamuzigo if you suspect compromise or misuse;
• ensuring that all information in your Account is accurate and current; and
• all activity carried out through your Account, unless caused by Kamuzigo's proven fault.

Users are generally limited to one Shipper Account and one Driver Account, unless Kamuzigo authorises otherwise or a new account is necessary because the previous account was permanently compromised through unlawful takeover.

Some Platform features may be provided or supported by third-party providers, including payment processors, wallet providers, identity verification providers, analytics providers, messaging tools, hosting providers, or security service providers.

Where third-party terms apply, Kamuzigo will make those available or direct you to them. You may be required to accept those terms before using the relevant feature.

Kamuzigo may update, reorganise, test, improve, or personalise the way listings, search results, advertisements, recommendations, and other Platform content are displayed. Such changes will not remove your contractual rights or materially reduce Kamuzigo's core obligations under these Terms.

Users must comply with all applicable laws and regulations when using Kamuzigo, including laws relating to:

• consumer protection;
• data protection and privacy;
• electronic transactions and communications;
• computer misuse and cybercrime;
• taxation;
• anti-money laundering and counter-terrorism financing;
• transport, road safety, and logistics operations;
• insurance, where applicable;
• prohibited goods and regulated goods; and
• intellectual property and third-party rights.

Kamuzigo may take action where necessary to comply with Kenyan law, regulatory requests, court orders, tax obligations, safety obligations, or law enforcement requirements.

Kamuzigo processes personal data in accordance with applicable Kenyan data protection law and our Privacy Policy.

We may collect and use personal data to:

• create and manage Accounts;
• verify Users and prevent fraud;
• process transactions and payouts;
• provide customer support;
• operate and improve the Platform;
• comply with legal, tax, accounting, and regulatory obligations;
• resolve disputes and enforce these Terms; and
• protect Users, Kamuzigo, and the public from unlawful or harmful activity.

You must ensure that any personal information you provide is accurate and that you have a lawful basis to share any personal data relating to another person.

Although Kamuzigo uses reasonable technical and organisational measures to protect personal data, no online system can be guaranteed to be completely secure.

You remain responsible for all Content you upload, post, send, or display on the Platform.

By uploading or posting Content, you grant Kamuzigo a non-exclusive, worldwide, royalty-free licence to use, reproduce, store, display, translate, adapt, format, distribute, and make available that Content for purposes connected with operating, promoting, securing, improving, and developing the Platform and Services.

This licence allows Kamuzigo to:

• display listings and shipment information on the Platform;
• share listing or promotional content through Kamuzigo's official marketing channels;
• reformat or resize images and text for technical or display reasons;
• use content for fraud prevention, safety, moderation, training, and service improvement; and
• retain records where required for legal, regulatory, tax, dispute resolution, or security purposes.

You confirm that you own or have the necessary rights to upload and license your Content. You must not upload Content that infringes another person's rights, is misleading, illegal, abusive, discriminatory, harmful, or otherwise violates these Terms.

When using the Platform, you must:

• comply with these Terms, the Shipping Rules, and applicable law;
• provide truthful, accurate, and complete information;
• keep your Account secure;
• use Platform messaging only for legitimate shipment-related purposes;
• act honestly and respectfully towards other Users and Kamuzigo staff;
• ensure that listings, offers, messages, and reviews are accurate and not misleading;
• respect the privacy, intellectual property, and legal rights of others; and
• cooperate with reasonable verification, safety, and dispute resolution requests.

You must not:

• use the Platform for fraud, scams, money laundering, theft, identity misuse, or any unlawful purpose;
• list prohibited, illegal, stolen, dangerous, or restricted Items;
• use bots, crawlers, scrapers, spiders, automation, or bulk tools without Kamuzigo's written permission;
• interfere with, damage, reverse engineer, overload, or disrupt the Platform;
• copy, sell, commercialise, or misuse Platform content without permission;
• harvest, disclose, or misuse another User's personal data;
• post or send hate speech, threats, harassment, sexual exploitation, child abuse material, violent content, or content promoting terrorism or organised crime;
• promote self-harm, cruelty, exploitation, or unlawful conduct;
• manipulate listings, reviews, ratings, search results, payments, or Platform systems;
• repeatedly delete and relist Items to gain unfair visibility;
• promote external businesses, websites, or off-platform services without permission;
• arrange off-platform transactions to avoid Kamuzigo fees, escrow, or safety processes;
• impersonate another person or misrepresent your identity, qualifications, insurance, vehicle, authority, or ability to transport Items; or
• do anything that may harm Kamuzigo, Users, the Platform, or public safety.

Kamuzigo may take proportionate action if we reasonably believe that a User has violated these Terms, the Shipping Rules, applicable law, third-party provider requirements, or the rights or safety of another person.

Possible enforcement measures include:

• issuing a warning;
• requesting correction or additional information;
• removing, editing, hiding, demoting, or restricting Content;
• limiting visibility of listings;
• restricting messaging or other Platform features;
• delaying, cancelling, or reversing a transaction where permitted;
• suspending payouts while a dispute, fraud review, or legal review is ongoing;
• temporarily or permanently blocking an Account;
• rejecting claims under the Platform Protection Policy where fraud or abuse is identified;
• preventing the creation of new Accounts; and
• reporting serious matters to law enforcement or regulators.

Where appropriate and lawful, Kamuzigo will notify you of the action taken, the reason for the action, whether automated tools were used, and how you may appeal.

Kamuzigo may restrict, suspend, or block an Account immediately and without prior notice where necessary to protect Users, Kamuzigo, payment systems, public safety, or legal compliance.

This may happen where there is suspected or confirmed:

• fraud, scam activity, money laundering, or identity theft;
• unauthorised account access or account takeover;
• security alerts from a payment processor or Wallet Provider;
• use of stolen, unauthorised, or mismatched payment information;
• child exploitation, sexual harassment, hate speech, threats, or incitement to violence;
• prohibited or illegal Items;
• suspicious IP activity, spam, bots, scraping, malware, or system attacks;
• serious breach of these Terms or repeat violations;
• non-cooperation with identity, wallet, or payment verification;
• use of the Platform by a minor without lawful authority; or
• a legal requirement preventing prior notice.

Where legally permitted, Kamuzigo will provide reasons for the action and information on how to appeal.

If you believe Kamuzigo has made an incorrect enforcement decision, you may appeal by replying to the notification you received or by contacting appeals@kamuzigo.com.

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.

The Kamuzigo Wallet, also referred to as Kamuzigo Balance, is an electronic wallet or balance feature available through the Platform. It may be provided directly by Kamuzigo or supported by authorised Wallet Providers.

You may use the Kamuzigo Wallet to:

• deposit funds for an Item you intend to ship;
• pay for transport services through the Platform;
• receive funds for completed transport services;
• request payouts to your registered Mobile Money account;
• purchase optional Platform services; and
• manage eligible refunds or balances.

You must create and verify a Kamuzigo Wallet before you can complete certain transactions on the Platform.

Wallet services may be subject to additional Wallet Provider terms, transaction limits, compliance checks, and technical requirements.

To comply with anti-money laundering, counter-terrorism financing, fraud prevention, and payment security requirements, Kamuzigo or a Wallet Provider may require identity verification before allowing wallet activation, transactions, or payouts.

You may be asked to provide: your full legal name; Kenyan national ID or other valid identification; mobile phone and Mobile Money account details; proof of address or bank statement where required; proof of ownership or authorisation for a payment method; security responses; or any other information reasonably required for verification.

Verification may be required when you register; when you reach transaction, payout, or wallet limits; where the law or provider policies change; where suspicious activity is detected; before a payout is made; during a dispute or refund investigation; or as part of periodic compliance checks.

If verification fails, is incomplete, or is refused, Kamuzigo may decline registration, restrict transactions, suspend wallet access, block payouts, or close the Account where permitted by law.

You may request a payout of eligible wallet funds through your account settings, subject to verification, provider availability, dispute holds, fraud checks, and any applicable legal or technical limits.

To request a payout, you must provide accurate payout information, including: your full legal name; Kenyan national ID or other required identification; a valid Mobile Money account, such as M-Pesa or Airtel Money; and any other information required by Kamuzigo or the Wallet Provider.

All payouts are processed in Kenyan Shillings (KES).

You are responsible for ensuring that payout details are accurate, active, and registered in the correct name. Kamuzigo is not liable for failed, delayed, or misdirected payouts caused by incorrect, incomplete, closed, non-existent, or unauthorised payout details supplied by you.

Users may pay for transactions through the payment methods made available on the Platform. The Kamuzigo Wallet may be used as the primary payment method where funds are available and the feature is active.

Kamuzigo may introduce, remove, or change available payment methods from time to time.

Payments, wallet balances, payouts, and related financial services may be processed by authorised third-party payment processors, Wallet Providers, banks, mobile money operators, or other financial service providers. Kamuzigo may provide technical support, but we do not control every aspect of third-party payment infrastructure.

Transactions may be delayed, cancelled, reversed, or restricted where necessary for verification, fraud prevention, dispute handling, legal compliance, provider requirements, or system integrity.

When a Shipper accepts a Driver's offer and pays through the Platform, the Full Price may be held in escrow by a Wallet Provider or payment processor until the Transaction is completed or otherwise resolved under these Terms.

The Full Price may include: the Driver Fee; the Platform Protection Fee; VAT and other applicable taxes; and any optional service fees or additional charges shown at checkout.

After successful delivery and confirmation by the Shipper, the Driver Fee is released to the Driver, the Platform Protection Fee is released to Kamuzigo, and applicable taxes are handled in accordance with Kenyan law.

Kamuzigo may suspend release of funds where there is a dispute, suspected fraud, a payment provider alert, a legal requirement, or another reason permitted under these Terms.

Users may use Platform messaging only to discuss legitimate details relating to a specific Item or Transaction.

You must not use messaging to: send advertisements or promotional messages; send spam or bulk unsolicited messages; send malware, phishing links, or harmful files; harass, threaten, insult, or abuse another person; share illegal, offensive, discriminatory, or harmful content; request or encourage off-platform payments or arrangements; or do anything that violates these Terms or harms the Kamuzigo community.

After a Transaction is completed, Users may leave honest and fair reviews based on their actual experience. Kamuzigo does not routinely pre-screen reviews, but may remove, hide, or restrict reviews that are false, abusive, discriminatory, unlawful, irrelevant, retaliatory, manipulated, or otherwise in breach of these Terms.

You may stop using the Platform and close your Account at any time without charge, subject to completion of pending Transactions, unresolved disputes, outstanding payouts, fraud reviews, and any legal retention obligations.

How to request account deletion: You may request permanent deletion of your Account and personal data through the Platform (Account Settings → Security → Close Account) or by contacting support@kamuzigo.com with the subject line "Account Deletion Request". Kamuzigo will process eligible requests within a reasonable time.

Account closure and data deletion are subject to the following conditions being met:

• No active or in-transit loads on the Platform;
• No open or under-review disputes;
• No pending, processing, or on-hold transactions;
• Zero wallet balance — all funds must be withdrawn first; and
• Completion of any outstanding legal retention obligations.

Where these conditions are not met, Kamuzigo will notify you of the specific reason for the delay and what must be resolved before closure can proceed.

Kamuzigo may terminate these Terms or close your Account by giving at least 15 days' written notice, unless immediate action is justified due to serious breach, illegal conduct, fraud, safety risk, security risk, provider requirement, court order, or regulatory obligation.

On successful closure, your personal data will be anonymised in accordance with our Privacy Policy. Transaction records may be retained for legal, regulatory, tax, and dispute resolution purposes as required by Kenyan law.

These Terms continue to apply until all pending Transactions, refunds, disputes, chargebacks, payouts, and legal obligations have been fully resolved.

To list an Item, you must:

• be the legal owner of the Item or have lawful authority from the owner;
• ensure that the Item is lawful and permitted under the Shipping Rules;
• ensure that the Item is not prohibited by any applicable payment provider, insurer, driver, or law;
• provide an accurate description, including condition, quantity, size, weight, value, and any defects or special handling requirements;
• upload clear and accurate photos where required;
• set a shipping budget or maximum amount you are willing to pay; and
• ensure the Item is properly packaged before handover.

A listing may operate as an invitation for Drivers to make offers or, where stated by the Platform flow, as an offer capable of acceptance.

You may withdraw a listing before a Driver has accepted it and before funds have moved into escrow. Once a Transaction is formed, cancellation is subject to these Terms and any applicable cancellation process on the Platform.

A Shipper is responsible for selecting a Driver based on the Shipper's own requirements, including price, route, availability, profile information, reviews, verification status, insurance, and ability to transport the Item safely.

For high-value Items (declared value exceeding KES 1,000), fragile Items, regulated Items, or Items requiring special care, the Shipper should take reasonable steps to confirm that the Driver has suitable capacity, lawful authority, and adequate Goods in Transit insurance.

For any Item with a declared value above KES 1,000, the transport contract is formed between the Shipper and the Driver only. Kamuzigo is not a party to that contract and will not be responsible for any loss of or damage to the Item. Kamuzigo is a marketplace, not an insurance provider, carrier, or guarantor of delivery.

Kamuzigo may provide profile badges, verification labels, ratings, or other information to assist Users, but these do not guarantee performance, insurance coverage, legality, suitability, or safe delivery.

Where available, the Shipper may request additional collection verification, such as a collection photo, selfie, code, or other proof of pickup.

To offer transport services, a Driver must:

• review the listing carefully before making an offer;
• ensure they can lawfully and safely transport the Item;
• have appropriate vehicle capacity, equipment, permits, licences, and insurance where required;
• collect and deliver the Item within the agreed or estimated timeframe;
• handle the Item with reasonable care;
• provide accurate status updates and tracking information where requested;
• comply with road safety, transport, insurance, and other applicable legal requirements; and
• complete the Transaction through the Platform.

A Driver makes an offer by clicking the relevant Platform button and submitting the proposed Driver Fee or other required details.

Payment is released to the Driver only after completion of the delivery process, confirmation by the Shipper, or another release condition specified by the Platform or these Terms.

The Shipper is responsible for ensuring that an Item is properly packaged before handover to a Driver. Packaging should be suitable for the Item's nature, value, fragility, distance, handling conditions, and weather exposure.

Before handing over an Item, the Shipper should check and document the Item and packaging, including by uploading photographic evidence where requested by the Platform.

Tracking or journey status information may be based on information supplied by the Driver, GPS, mobile network signals, user updates, or third-party systems. Kamuzigo does not guarantee that tracking information will always be accurate, complete, uninterrupted, or up to date.

Kamuzigo is not a carrier, postal service provider, courier, warehouse operator, or freight forwarder. We do not physically handle, inspect, store, sort, or deliver Items listed on the Platform.

Users must not use Kamuzigo to identify, contact, or negotiate with each other and then complete the transport arrangement outside the Platform to avoid fees, escrow, taxes, safety processes, or these Terms.

If you arrange a shipment, payment, refund, or dispute outside Kamuzigo:

• Kamuzigo will not be responsible for the transaction;
• escrow and Platform protections will not apply;
• customer support may be limited or unavailable;
• you may lose access to refunds or claim support; and
• Kamuzigo may restrict or suspend your Account.

Platform Protection is a mandatory transaction protection service applied to eligible shipments paid through the Platform.

It is designed to support: secure payment handling through escrow-supported processes; refund eligibility where an Item is confirmed lost or damaged during shipping; customer support in resolving shipment issues; fraud prevention and verification measures; and orderly dispute handling between Shippers and Drivers.

Platform Protection is not an insurance product, legal protection plan, guarantee of delivery, or replacement for any legal rights you may have under Kenyan law. Kamuzigo is a marketplace. Refund eligibility under this Policy applies to fees paid through the Platform only — it does not cover, and Kamuzigo does not refund, the value of the Item being shipped.

The Platform Protection Fee is automatically applied at checkout on each eligible Transaction made using the Platform payment process.

A Shipper may request a refund of the fees paid through the Platform under the Platform Protection Policy where an Item is confirmed to be lost or damaged during shipping. Refund eligibility relates to the Platform Protection Fee and the Driver Fee only. Kamuzigo does not refund the value of the Item being shipped, as Kamuzigo is a marketplace and not an insurance provider.

To make a claim, the Shipper must report the issue through the Platform by selecting "I have an issue" within 3 calendar days from the date Kamuzigo notifies the Shipper that the Item has been delivered or appears to be lost. This period is the Refund Request Period.

If the Shipper reports an issue within the Refund Request Period: the Transaction may be suspended; funds may remain in escrow while the issue is reviewed; Kamuzigo may request evidence from the Shipper and Driver; Kamuzigo may determine whether a refund is available under these Terms; and payment release may be delayed until the issue is resolved.

If the Shipper does not report an issue within the Refund Request Period, or confirms that everything is acceptable, the Transaction may automatically be marked as completed and funds may be released to the Driver.

Kamuzigo may reject or reduce a refund where the claim is fraudulent, unsupported by evidence, caused by improper packaging, caused by prohibited conduct, made outside the Refund Request Period, or otherwise excluded under these Terms.

Drivers may apply for optional services, badges, or enhanced profile features, including a Premium Verified User Badge where available.

To qualify, a Driver may be required to: complete normal user verification; provide evidence of valid Goods in Transit insurance; satisfy Kamuzigo's safety, conduct, and quality standards; pay the applicable annual or periodic fee; and continue meeting eligibility requirements during the badge period.

A badge indicates that specified checks were completed at the time of review. It does not guarantee future performance, insurance validity, legal compliance, or safe delivery.

Kamuzigo does not independently verify the authenticity, legality, quality, condition, packaging, weight, dimensions, or value of Items listed for shipment.

The Shipper is responsible for accurately declaring the Item value. The declared value may be used to calculate the Platform Protection Fee and assess applicable refund eligibility.

Kamuzigo may request evidence of value, ownership, packaging, or damage when reviewing a claim.

False, inflated, understated, or misleading declarations may result in rejection of claims, account restrictions, or legal reporting.

To provide Users with a safer and more reliable payment and dispute support experience, Kamuzigo applies a mandatory Platform Protection Fee to every eligible Transaction completed through the Platform.

The Platform Protection Fee supports: escrow-supported payment handling; refund eligibility for qualifying lost or damaged Items; customer support; dispute review; fraud prevention measures; and operational costs associated with safer transactions.

The fee is automatically added at checkout and must be paid through the Platform as part of the Full Price.

The Platform Protection Fee is calculated based on the declared value of the Item and includes a percentage component plus a fixed fee of KES 67.

Kamuzigo may update fee rates from time to time in accordance with the notice provisions in these Terms. The applicable fee will be shown before payment is confirmed.

The price or budget amount displayed on the Platform may include the Driver Fee, Platform Protection Fee, VAT, and other applicable service charges.

Before confirming payment, the Shipper will be shown a transaction summary setting out the relevant charges, which may include: Driver Fee; Platform Protection Fee; VAT; optional service charges; wallet or payment-related charges, if any; and the total amount payable.

Users are responsible for reviewing the transaction summary before confirming payment.

Kamuzigo may charge VAT and any other applicable taxes on Platform transactions as required by Kenyan law, including rules applicable to digital marketplaces.

Where Kamuzigo is required to account for VAT on the full customer payment or on any part of the transaction, Kamuzigo will calculate, collect, and remit VAT in accordance with applicable law.

Drivers and Shippers remain responsible for their own tax obligations, including income tax, turnover tax, withholding tax, record keeping, and any other obligations arising from their activities on the Platform.

Kamuzigo may issue transaction records, receipts, or invoices where required or supported by the Platform.

Kamuzigo and its licensors own all rights in the Platform, including software, databases, user interface design, trademarks, trade names, logos, domain names, system architecture, know-how, and other intellectual property.

Except as expressly permitted by these Terms, you must not copy, reproduce, modify, distribute, sell, lease, reverse engineer, scrape, data mine, or commercially exploit any part of the Platform without Kamuzigo's written permission.

Nothing in these Terms transfers ownership of Kamuzigo's intellectual property to any User.

Kamuzigo aims to provide a reliable Platform, but we do not guarantee uninterrupted, error-free, or continuously available service.

The Platform may be unavailable or degraded due to: scheduled or emergency maintenance; software updates; network or hosting failures; payment processor or Wallet Provider downtime; cyberattacks or security incidents; force majeure events; regulatory or legal restrictions; or other events outside Kamuzigo's reasonable control.

Where feasible, Kamuzigo will provide notice of scheduled maintenance and will aim to carry out routine updates during lower-traffic periods.

You are responsible for: all activity through your Account; all Content you post or send; all Items you list, ship, hand over, collect, transport, or receive; the accuracy of descriptions, valuations, tracking updates, and reviews; complying with tax, transport, insurance, and regulatory obligations; resolving disputes arising from your own conduct; keeping evidence relevant to a Transaction; and cooperating with Kamuzigo during disputes, safety checks, or legal reviews.

Kamuzigo acts mainly as a hosting and marketplace provider. We do not generally monitor all Content, inspect Items, supervise deliveries, or control Drivers' physical performance.

For this section, references to Kamuzigo include our directors, officers, employees, agents, contractors, affiliates, successors, and assigns.

Nothing in these Terms limits or excludes liability for: death or personal injury caused by negligence; fraud or fraudulent misrepresentation; wilful misconduct; or any matter that cannot legally be limited or excluded under Kenyan law.

To the fullest extent permitted by law, Kamuzigo is not liable for:

• loss of profit, income, revenue, business, goodwill, expected savings, opportunity, or data;
• indirect, incidental, special, punitive, or consequential loss;
• distress, inconvenience, disappointment, or emotional harm arising from a dispute or complaint;
• time spent pursuing or resolving a complaint, claim, refund, dispute, or legal process;
• third-party payment, wallet, mobile money, bank, network, or provider failures;
• inaccurate, incomplete, delayed, or unavailable tracking information;
• unauthorised account access caused by your failure to secure login details;
• loss arising from off-platform transactions;
• loss arising from prohibited Items, inaccurate listings, improper packaging, or Driver conduct;
• use of the Platform by a minor or unauthorised person through your Account; or
• matters outside Kamuzigo's reasonable control.

Except for amounts expressly refundable under the Platform Protection Policy or as required by law, Kamuzigo's total aggregate liability for all claims arising out of or relating to these Terms, the Platform, or the Services is limited to the greater of: the fees directly in dispute for the relevant Transaction; or KES 1,000.

Nothing in these Terms affects any non-excludable rights you may have under Kenyan consumer protection law.

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.

Kamuzigo will make reasonable efforts to resolve disputes fairly and promptly.

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 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 these Terms, the Platform, or the Services.

Kamuzigo may update these Terms from time to time. We will give notice as follows:

Changes will not apply retrospectively to completed Transactions unless required by law.

If you do not agree to a material change, you may stop using the Platform and close your Account after pending Transactions, payouts, refunds, and disputes are completed.

Continued use of the Platform after the effective date of updated Terms means you accept the updated Terms.

Kamuzigo may assign, transfer, subcontract, or otherwise deal with its rights and obligations under these Terms to another organisation, including in connection with a merger, acquisition, restructuring, sale of business, or operational change.

Where the transfer materially affects your rights, Kamuzigo will provide at least 15 days' prior notice, unless a shorter period is required for legal, regulatory, or security reasons.