Terms of Service

Who we are

KAV EXPRESS is a courier and delivery service operated by PKG CHARITO ENTERPRISES in Ghana. “We”, “us” and “KAV EXPRESS” mean that business. “You” means the person using the service.

Your account

• You must be at least 18 and give true details: your name, phone number and email.
• Keep your password private. You are responsible for what happens under your account.
• You can delete your account at any time from the Account screen. See how deletion works.

Booking a delivery

• You choose the pickup and drop-off places, the package details and the vehicle. The price shown before you confirm is the price you pay, unless the delivery details change (for example a different drop-off, diferent size than what was stated etc).
• Please give accurate addresses and a working phone number for the person at each end, and add a note if the place is hard to find.
• You choose who pays: the sender or the receiver, and whether by cash or online.
• A rider is matched to your order. We cannot promise an exact arrival time, because traffic, weather and rider availability change.

Prices and payment

• Prices are in Ghana cedis (GH₵) and are set by city. Online payments are handled by our payment provider, Paystack. We do not see or store your card or mobile money details.
• For cash payments, the person who pays pays the rider on pickup or delivery, as chosen.
• If an online payment does not complete, the order is not placed and you can try again.

Cancelling and refunds

• You can cancel an order before a rider has collected it. Once the package is collected, the order can no longer be cancelled.
• If we cannot find a rider, or we cancel, any online payment is refunded to the way you paid.
• If a payment arrives after an order was already cancelled, it is refunded automatically.

What you may not send

You must not send anything illegal, dangerous or that we or the rider cannot lawfully carry.

• Items that are not allowed include:
  • weapons and explosives
  • drugs and other illegal substances
  • stolen goods
  • live animals
  • large amounts of cash or valuables that are not declared
• We and the rider may refuse or stop a delivery we think breaks this rule, and may report it to the authorities.

Loss, damage and delays

We take care of every package. Please pack items properly and tell us about anything fragile before pickup. If a package is lost or damaged while in our care, tell us within 24 hours of delivery (or of the expected delivery time, if it never arrived) so we can look into it. If we confirm that the loss or damage happened while the package was in our care, we will compensate you for the declared value of the package, plus the delivery fee you paid. We are not responsible for delays or losses caused by things outside our control, for items that are not allowed, for items that were wrongly described or poorly packed, or for indirect losses such as lost sales or missed appointments.

Riders

If you sign up as a rider, these extra terms apply:

• You work as an independent rider, not as an employee of KAV EXPRESS.
• You must have the licence, insurance and vehicle documents the law requires, and keep them valid.
• Your account may need approval before you can take deliveries, and we can pause or remove it if the rules are broken.
• Cash you collect for a delivery belongs to KAV EXPRESS (less your share) and must be handed over as we ask. Your earnings are paid out to the payout account you give us, on the schedule shown in the app.
• Your location is used while you are online so customers can follow their delivery and we can match you with nearby orders.
• Treat customers and their packages with respect, and never open or use what you carry.

Using the service fairly

Do not misuse the service, try to break into it, give false information, or harass riders, customers or our team. We may suspend or close an account that does.

Changes and ending

We may update these terms or the service. When the terms change in a way that matters, we will ask you to agree again. You may stop using KAV EXPRESS at any time. We may suspend or end access if these terms are broken.

Law

These terms are governed by the laws of Ghana. Disputes will be handled by the courts of Ghana, after we have first tried to settle it with you.