Terms of service

By downloading, installing, or using the DelivioSend mobile application or website (collectively, the "Service"), you agree to be bound by these Terms of Service ("Terms"), our Privacy Policy, and any additional terms or policies referenced herein. These Terms constitute a legally binding agreement between you and DelivioSend Limited ("DelivioSend", "we", "us", or "our"), a company incorporated in Tanzania.

If you are accessing the Service on behalf of a business or organisation, you represent that you have the authority to bind that entity to these Terms, and references to "you" will include both you individually and that entity.

If you do not agree to these Terms in their entirety, you must not use the Service. We reserve the right to update these Terms at any time. Material changes will be communicated via in-app notification or email at least 14 days in advance. Continued use after the effective date constitutes acceptance.

DelivioSend provides an on-demand parcel logistics platform that connects individuals and businesses (senders) with independent delivery riders and collection/drop-off agent points across Tanzania. Service offerings include same-day Xpress delivery, scheduled Doorstep delivery, Agent point drop-off and collection, and inter-city Regional delivery.

DelivioSend acts as an intermediary platform. Riders and agents are independent contractors, not employees of DelivioSend. DelivioSend is not a common carrier or freight forwarder under Tanzanian law; it is a technology platform that facilitates the engagement of logistics services.

Service availability, pricing, and delivery time estimates vary by city, zone, and time of day. We do not guarantee service availability in all areas or at all times. We may modify, suspend, or discontinue any aspect of the Service at any time with reasonable notice where practicable.

You must be at least 16 years of age to register for and use the Service. By using the Service, you represent and warrant that you meet this age requirement. Users under 18 should use the Service only with the involvement and consent of a parent or legal guardian.

You must provide accurate, current, and complete information during registration and keep your account information updated. Creating an account with false information, or creating multiple accounts for deceptive purposes, is a violation of these Terms.

You are responsible for maintaining the confidentiality of your account credentials and for all activity that occurs under your account. You must notify us immediately at support@deliviosend.com if you suspect unauthorised access to your account.

You are solely responsible for the contents of parcels you submit for delivery. By placing a booking, you represent and warrant that the parcel contents are lawful, accurately described, and not prohibited under these Terms or applicable Tanzanian law.

The following items are strictly prohibited on the DelivioSend platform: illegal drugs and controlled substances; firearms, ammunition, and weapons; explosives, flammable liquids, and hazardous materials; counterfeit goods or items infringing third-party intellectual property; live animals; perishable goods requiring temperature-controlled storage (unless a specialised service tier is expressly offered); human remains or body parts; items subject to import or export restrictions; cash or negotiable instruments above TZS 500,000; and any item whose carriage is prohibited by law.

DelivioSend reserves the right to open, inspect, or refuse any parcel at any time without prior notice if we have reasonable grounds to believe it contains prohibited items. Senders of prohibited items will have their accounts suspended and may be reported to relevant authorities. No refund will be issued for bookings involving prohibited items.

Parcels must be adequately packaged to withstand normal handling and transport. DelivioSend is not liable for damage caused by inadequate packaging provided by the sender.

All pricing for delivery services is displayed within the app before you confirm a booking. Prices are calculated based on service type, distance, parcel dimensions and weight, and current demand. Quoted prices are inclusive of all applicable taxes unless stated otherwise. All amounts are in Tanzanian Shillings (TZS) unless a different currency is explicitly indicated.

Payment is due at the time of booking. Accepted payment methods include Mobile money (Vodacom M-Pesa, Tigo Pesa, Airtel Money, and others as listed in the app), Pochi la Biashara, debit and credit cards, and in-app wallet balance. DelivioSend operates on a 100% cashless basis.

DelivioSend reserves the right to adjust pricing at any time. Price changes take effect immediately for new bookings. Confirmed bookings will not be repriced after confirmation except in cases of material inaccuracies in the parcel details provided by the sender.

Promotional codes and credits are subject to individual offer terms, are non-transferable, have no monetary value, and expire as stated. DelivioSend may cancel or modify promotions at any time without liability.

You may cancel a booking free of charge at any time before a rider is assigned. Once a rider has been assigned and is en route to the pickup point, a cancellation fee may apply to compensate the rider for time and travel costs incurred.

Once a rider has collected the parcel, cancellations are not permitted. If you wish to return a parcel that has already been collected, you must place a new return booking.

Refunds for eligible cancellations will be processed to the original payment method within 3–7 business days, depending on your payment provider. In-app wallet credits may be issued faster at our discretion.

In the event of a delivery failure attributable to DelivioSend (e.g., rider failed to attempt delivery, parcel lost in transit), you are entitled to a full refund of the delivery fee. Claims must be submitted within 14 days of the scheduled delivery date via the app or at support@deliviosend.com.

DelivioSend is not responsible for delivery failures caused by inaccurate recipient addresses, recipient unavailability (after a reasonable attempt), or circumstances beyond our control including natural disasters, civil unrest, or government-imposed restrictions.

All DelivioSend deliveries include real-time GPS tracking accessible through the app from the time of rider assignment until delivery confirmation. You will receive push notifications and/or SMS updates at key milestones: rider assigned, parcel collected, out for delivery, and delivered.

Delivery is confirmed by one or more of the following: a photo of the delivered parcel taken by the rider, a digital signature or PIN provided by the recipient, or SMS/push notification sent to the recipient's registered number.

If the recipient is unavailable at the time of delivery, the rider will attempt contact via the registered phone number. If delivery cannot be completed after a reasonable attempt, the parcel may be returned to the nearest agent point or to the sender, and a re-delivery fee may apply.

Each parcel sent through DelivioSend is covered for loss or damage up to the declared value limit for the selected service tier, as displayed in the app at the time of booking. You must declare the accurate value of parcel contents; claims will be assessed against the declared value.

DelivioSend's liability is limited to direct losses only and shall not exceed the declared value of the parcel or the maximum coverage limit for the applicable service tier, whichever is lower. We are not liable for consequential, indirect, special, or punitive losses, including loss of revenue, business opportunity, or data.

We are not liable for: loss or damage caused by inadequate packaging; items whose actual value exceeds the declared value; prohibited or incorrectly described items; parcels delivered to the correct address but subsequently lost or stolen; delays caused by circumstances beyond our reasonable control (force majeure); or damage caused by the inherent nature of the parcel's contents.

To make a claim, you must notify DelivioSend within 14 days of the incident by submitting a claim through the app or emailing support@deliviosend.com with photos of the damaged item and packaging, proof of value, and your booking reference.

Nothing in these Terms limits liability that cannot be excluded by law, including liability for death or personal injury caused by negligence, or for fraud.

All content, software, designs, trademarks, logos, and technology comprising the DelivioSend Service are owned by or licensed to DelivioSend Limited and are protected by applicable intellectual property laws. Nothing in these Terms grants you any right, title, or interest in the Service beyond a limited, personal, non-exclusive, non-transferable licence to use the app for its intended purpose.

You may not copy, reproduce, modify, distribute, display, sell, or create derivative works from any part of the Service without our prior written consent. You may not reverse engineer, decompile, or attempt to extract the source code of our app.

By submitting reviews, feedback, photos, or other content to the Service, you grant DelivioSend a worldwide, royalty-free, perpetual licence to use, reproduce, and display that content in connection with the operation and promotion of the Service.

You agree not to use the Service: for any unlawful purpose or in violation of any applicable law or regulation; to harass, threaten, or harm riders, agents, or DelivioSend staff; to submit false, fraudulent, or misleading booking information; to manipulate pricing algorithms or exploit platform promotions fraudulently; to interfere with or disrupt the integrity or performance of the Service; to access data not intended for you, or attempt to probe, scan, or test the vulnerability of our systems; to impersonate any person or entity, or falsely represent your affiliation with any person or entity; or to upload malicious code, viruses, or any software that could harm the Service or its users.

Violations may result in immediate account suspension or termination, forfeiture of any credits or promotional benefits, and referral to law enforcement where appropriate.

You may close your account at any time by navigating to Settings > Account > Delete Account within the app, or by emailing support@deliviosend.com. Account deletion will cancel any pending bookings and forfeit any unused credits, subject to our Privacy Policy for data retention.

DelivioSend may suspend or terminate your account immediately and without prior notice if you breach these Terms, engage in fraudulent activity, fail to pay amounts owed, or act in a manner that poses a safety risk to riders, agents, or recipients. Where legally permissible, we will inform you of the reason for termination.

Upon termination, your licence to use the Service ceases immediately. Provisions of these Terms that by their nature survive termination (including intellectual property, liability, and dispute resolution) will continue to apply.

We encourage you to contact us first at support@deliviosend.com to resolve any dispute informally. We will endeavour to respond and resolve your concern within 14 days.

If a dispute cannot be resolved informally, both parties agree to attempt mediation in good faith before initiating legal proceedings. Mediation shall be conducted by a mutually agreed mediator in Dar es Salaam.

Nothing in this clause prevents either party from seeking urgent injunctive or other equitable relief from a court of competent jurisdiction where necessary to protect its rights pending resolution of a dispute.

These Terms and any dispute arising out of or in connection with them are governed by and construed in accordance with the laws of the United Republic of Tanzania, without regard to its conflict of law provisions.

Subject to the dispute resolution clause above, both parties irrevocably submit to the exclusive jurisdiction of the courts of Dar es Salaam, Tanzania, for the resolution of any dispute not settled through mediation.

Entire agreement: These Terms, together with the Privacy Policy and any service-specific terms, constitute the entire agreement between you and DelivioSend with respect to the Service and supersede all prior agreements.

Severability: If any provision of these Terms is found to be unenforceable, that provision will be modified to the minimum extent necessary to make it enforceable, and the remaining provisions will continue in full force.

Waiver: Our failure to enforce any right or provision of these Terms will not be deemed a waiver of that right or provision.

Assignment: You may not assign or transfer any rights or obligations under these Terms without our prior written consent. DelivioSend may assign these Terms without restriction in connection with a merger, acquisition, or sale of assets.

Force majeure: Neither party shall be liable for delays or failures in performance resulting from events beyond reasonable control, including natural disasters, government actions, epidemics, power outages, or telecommunications failures.

Questions about these Terms? We're here to help.

Email: support@deliviosend.com | In-app: Settings > Help > Contact Support | Address: DelivioSend Limited, Dar es Salaam, Tanzania

For urgent matters, please use in-app chat for the fastest response.