Terms & Conditions

1. Platform role

SENDI LTD operates a technology platform that connects customers seeking deliveries with independent couriers willing to perform them. Unless Sendi expressly states otherwise, Sendi is not the sender, recipient, owner, seller, manufacturer or carrier of the item and does not take possession of it.

A delivery contract is formed between the customer and the courier who accepts the job, subject to these Terms, the Customer Agreement and the Courier Agreement. Sendi may support the transaction, hold records, process payments and provide dispute assistance, but does not guarantee that every job will be accepted or completed.

2. Accounts and eligibility

You must provide accurate, current information and keep your login details secure. You are responsible for activity carried out through your account unless you promptly report unauthorised access.

You must be at least 18 years old and legally capable of entering into a binding agreement. Couriers must complete any identity, licence, vehicle, insurance or other verification required by Sendi and applicable Kenyan law.

3. Delivery bookings

Customers must provide accurate pickup and delivery addresses, contact details, item descriptions, dimensions, weight estimates, handling requirements and lawful instructions. Material omissions may lead to repricing, refusal, cancellation or loss of eligibility for support.

Estimated routes, distances and arrival times are indicative. Kenyan road conditions, traffic, weather, security incidents, road closures, access restrictions and other events may cause delay.

The person handing over the item must have authority to do so. The recipient or authorised person must cooperate with reasonable verification steps, including pickup codes or delivery PINs where used.

4. Prices, M-PESA and payments

Prices shown before booking may reflect distance, time, item details, service level, demand, fees and applicable taxes. The final amount may change if the booking information is materially inaccurate or the customer requests a change.

Payments may be processed through M-PESA or another authorised payment provider. A payment is not treated as complete until confirmed by Sendi or the payment provider. Users must not reverse, dispute or manipulate a legitimate payment in bad faith.

Courier earnings and payouts are subject to completed delivery requirements, fraud checks, account status, applicable fees and the Courier Agreement.

5. Prohibited and restricted items

You must not use Sendi to transport unlawful, stolen, dangerous or prohibited items. This includes illegal drugs, firearms or ammunition, explosives, hazardous chemicals, live animals unless expressly approved, human remains, counterfeit goods, cash or high-value negotiable instruments, and any item whose transport requires a licence or specialist handling that has not been arranged.

Medicines, food, fragile goods, alcohol, tobacco, valuable items, temperature-sensitive products and confidential documents may be restricted or require special packaging, lawful authority and prior approval. Sendi may refuse any item that appears unsafe, unlawful, misleadingly described or unsuitable for the selected courier method.

6. Verification, photos and proof of service

Sendi may require pickup codes, delivery PINs, GPS checks, timestamps, pickup photos, delivery photos, Safe Drop photos and damage-report evidence. These records may be used to verify service, investigate complaints, prevent fraud and respond to claims.

Where Safe Drop is selected, the customer authorises delivery to the nominated place and accepts the additional risk that may arise after the courier has left the item in accordance with the instructions and recorded suitable proof.

Users must not misuse evidence features or upload unlawful, misleading or unnecessarily intrusive images.

7. Cancellations, failed delivery and refunds

Cancellation rights and charges depend on the job stage. A customer may be charged where a courier has already accepted, travelled, waited, attempted pickup or delivery, or incurred costs.

Refunds are assessed according to the payment status, reason for cancellation, work already performed and any applicable consumer rights under Kenyan law. Payment-provider processing times may apply.

If a recipient is unavailable, access is unsafe, information is incorrect or the item cannot lawfully be delivered, the courier may follow Sendi's failed-delivery process and additional return or waiting charges may apply.

8. Safety and user conduct

Users must act lawfully, respectfully and safely. Harassment, discrimination, threats, violence, fraud, account sharing, manipulation of GPS or payment records, false damage claims and misuse of personal information are prohibited.

Couriers must follow Kenyan traffic and road-safety laws and must not use the platform while driving in a manner that creates danger.

9. Responsibility and liability

Customers are responsible for lawful ownership or authority, accurate description, suitable packaging and disclosure of special risks. Couriers are responsible for reasonable care of items while in their custody and for complying with applicable law and agreed instructions.

To the fullest extent permitted by Kenyan law, Sendi is not liable for indirect, special or consequential loss, loss of profit, loss caused by inaccurate booking details, prohibited items, inadequate packaging, events outside reasonable control, or conduct of independent users that Sendi could not reasonably prevent.

Nothing in these Terms excludes liability that cannot lawfully be excluded, or limits rights available under the Constitution of Kenya, the Consumer Protection Act or other mandatory Kenyan law.

10. Suspension and termination

Sendi may restrict, suspend or close an account where reasonably necessary for safety, fraud prevention, legal compliance, non-payment, repeated cancellations, serious complaints, misuse of evidence, or breach of these Terms. Where appropriate, we may request information or allow an appeal through support.

11. Kenyan law and disputes

These Terms are governed by the laws of Kenya. Users should first contact Sendi and allow a reasonable opportunity to investigate. Nothing prevents a user from exercising rights before a competent regulator, tribunal or court.

Subject to any mandatory consumer right or agreed alternative dispute process, disputes shall be handled by courts of competent jurisdiction in Kenya.

12. Contact

Support: support@sendi.digital
Accounts: accounts@sendi.digital
Legal notices: legal@sendi.digital