Terms & Conditions of Use

Introduction

These Terms & Conditions (“Terms”) govern the use of our services, including package forwarding, consolidation and, where applicable, the purchase of goods on behalf of customers (“Services”). By using our Services, you agree to these Terms in full. If you do not agree, you should not use the Services.

We provide international parcel forwarding from our origin hubs, with shipments forwarded to customer-designated destinations.

Our Services

• Parcel Forwarding & Handling: Customers may use a designated delivery address at our hubs for the receipt, storage and forwarding of goods.
• Goods Purchasing (Optional): From time to time, we may offer to purchase goods on behalf of customers. This service is subject to separate fees and conditions and may not always be available.
• Consolidation: Parcels may be consolidated into one shipment at the customer’s request, subject to applicable handling fees.
• Customs & Import: Customers are responsible for all customs duties, taxes and import restrictions in the destination country.

Customer Responsibilities

Customers agree to:

• Ensure all information provided, including shipping addresses and payment details, is accurate.
• Add their customer number to all orders.
• Comply with all local laws, including prohibitions on restricted or dangerous goods.
• Pay all fees, charges, duties and taxes associated with shipments.
• Indemnify us against any claims, losses or liabilities arising from misuse of the Services.

Prohibited Items & Dangerous Goods

Customers must not use our Services to ship items that are prohibited under:

• Applicable laws in the origin or destination countries.
• Airline, courier or customs regulations, including but not limited to IATA, ICAO, FAA or CAA rules.

Dangerous goods, including perfumes, power banks, lithium batteries and certain electronics, may incur route-specific handling surcharges. Confirm acceptance and applicable charges with Vitumob before shipping.

We reserve the right to refuse, return, destroy or surrender to authorities any prohibited or dangerous items at the customer’s cost. Certain dangerous goods may only be accepted if compliant with all applicable regulations and pre-approved by us.

Liability

• We are not liable for any indirect, consequential or economic losses, including loss of profits or business opportunity.
• Our responsibility and liability for any shipment shall commence only once the shipment has been physically received into our possession at one of our designated warehouses or facilities and scanned as received into our system.
• Our liability for loss, damage or delay is strictly limited to the lesser of USD 10 per kilogram, subject to a maximum of USD 100 per shipment, or the amount recoverable from the carrier.
• Customers may purchase additional delivery protection, charged at 5% of the declared value, for enhanced coverage.
• We are not liable for fragile goods, including electronics, TVs or glass, unless insured.
• We are not liable for customs decisions, taxes, seizures or delays caused by third parties.

Goods Purchase on Behalf of Customers

• When available, customers may request us to purchase goods on their behalf.
• We act only as an agent for the customer and are not responsible for product quality, suitability or warranty.
• Payment for goods and associated service fees must be received in advance.
• Once purchased, items are considered the customer’s property and fall under the same forwarding terms as other shipments.

Delivery, Storage & Disposal

• Delivery times are estimates only and depend on carrier and customs performance.
• Parcels may be stored for a free period of 14 days, after which storage fees may apply.
• Parcels unclaimed 60 days after receipt may be disposed of, sold or otherwise handled at our discretion, with no liability to us.
• Deliveries are carried out Monday to Friday only, excluding public holidays, between 9:00 am and 3:00 pm local time.
• No weekend, after-hours or timed deliveries are offered unless expressly agreed in writing in advance.
• Customers are responsible for ensuring that the delivery address is accessible during delivery hours and that an authorised recipient is available to receive the shipment.
• Failed delivery attempts due to unavailability, restricted access or incorrect address details may result in additional charges or re-delivery fees and will not constitute a delivery failure for the purposes of any claim.

Fees & Payments

• All handling, shipping, consolidation and purchase-service fees must be paid in full.
• Fees are subject to change and will be published on our website.
• Currency conversion fees, bank charges or payment-processing fees are the responsibility of the customer.

Customs & Export Controls

• Customers are fully responsible for providing accurate customs documentation and invoices.
• Incorrect or fraudulent declarations may result in seizure, fines or disposal of goods at the customer’s cost.
• Customers must comply with all applicable export-control laws and sanctions regulations.
• Shipments involving sanctioned individuals, entities or destinations will not be accepted.
• Any duties, taxes, penalties or costs incurred due to inaccurate documentation are payable by the customer.

Inspection & Compliance Rights

To comply with airline safety requirements, export controls, customs regulations and international transport rules, including those applicable from time to time, we reserve the unrestricted right to open, inspect, screen, x-ray, unpack and re-pack any parcel or shipment handled through our Services, with or without prior notice to the customer.

Inspections may be carried out by us or by third parties, including airlines, couriers, customs authorities or security agencies.

Customers acknowledge that:

• Inspection may result in delays, re-packing, re-classification, refusal of carriage or additional charges.
• We are not responsible for loss or damage arising from lawful inspection, screening or regulatory intervention.
• Failure to permit inspection may result in refusal, disposal or surrender of the shipment to authorities at the customer’s cost.

Force Majeure

We are not liable for any delays, non-performance or losses caused by events beyond our control, including but not limited to natural disasters, wars, strikes, civil unrest, piracy, government actions, customs delays, airline-routing errors or criminal acts of third parties.

Termination of Service

We may immediately suspend or restrict a customer’s account, shipments or access to the Services, with or without notice, where:

• A payment dispute, chargeback or reversal is initiated in relation to any transaction.
• We reasonably suspect fraudulent activity, unauthorised use of a payment method or breach of card-scheme rules.
• There is suspected misrepresentation of shipment contents, value or ownership.
• A customer breaches these Terms.
• A shipment contains prohibited or illegal items.

During any suspension:

• Shipments may be held, delayed, returned or disposed of in accordance with these Terms.
• No delivery protection, refund or liability will apply while an account is under investigation.
• Access will only be reinstated once the matter is resolved to our satisfaction.

Governing Law

These Terms shall be governed by and construed in accordance with the laws of Kenya. Any disputes shall be subject to the exclusive jurisdiction of the courts of Kenya.

Amendments

We reserve the right to amend these Terms at any time. Updated Terms will be published on our website and will take immediate effect for new customers and shipments.

Returns & Claims Policy

This Returns & Claims Policy forms part of our Terms & Conditions of Use and should be read in conjunction with them. In the event of any inconsistency, the Terms & Conditions prevail.

Eligibility for Claims

You may submit a claim if:

• The shipment is damaged while in our handling or forwarding process.
• The shipment is lost while under our control.
• The wrong item was forwarded due to our error.

Manufacturer defects, sizing issues or change-of-mind returns are not covered under this policy. Where applicable, customers may pursue retailer return policies at their own cost.

Notification & Timeframe

All claims must be submitted within 14 calendar days of delivery or, for lost shipments, within 14 days of receiving notification of loss.

Claims must include the shipment reference, photos of the packaging and contents, and a written description of the issue.

Parcels and packaging must be retained until the claim is resolved.

Remedies

Subject to the liability limits in the Terms & Conditions, we may, at our discretion:

• Arrange repair or replacement.
• Provide a credit toward future shipments.
• Issue a refund.

Refunds or credits will never exceed the liability caps outlined in the Terms & Conditions unless optional delivery protection, charged at 5% of the declared value, was purchased at the time of shipping.

Exclusions

We do not accept claims for:

• Fragile goods, including electronics, TVs and glass, unless insured.
• Items received at our hub already damaged, misdelivered or without proof of delivery.
• Prohibited or restricted goods.
• Cosmetic packaging damage.
• Delays caused by customs, carriers or force majeure events.
• Shipments delivered to our facility outside our operating hours.

How to File a Claim

Send an email to support@vitumob.com with:

• Your name.
• Shipment or order number.
• Delivery date and time.
• Delivery company.
• Photos of the outer box, inner packaging and item.
• A description of the issue.

We will acknowledge your claim within 5 business days and aim to process it within 30 days.