Terms of service

1. What kkoggo is

kkoggo is a crowdshipping service. It connects people sending parcels with approved couriers, many of them already travelling that way, who work independently or with an approved Partner Company. kkoggo matches parcels to couriers and provides quotes, tracking, identity verification and support.

kkoggo does not employ couriers and does not itself carry packages. A courier may work independently or under an approved Partner Company. kkoggo is not a freight company, warehouse, fulfilment service, passenger transport service, or bank.

2. Who can use kkoggo

To request a delivery you sign in with a confirmed account and supply delivery contact details. We may ask for identity documents where the value of a delivery or account risk warrants it, and we will say why when we do.

Couriers must complete identity verification before their first delivery. The current registration flow requires contact details, a residential address, an identity document and a portrait. It does not require a vehicle or transport choice.

3. Requesting a delivery

You give us a pickup point, a destination, your recipient’s details, and a description and photo of the parcel. You must accept the prohibited-items policy before a request can be created — the request cannot exist without it.

A request is not a delivery. It becomes one when a courier accepts it. If no courier accepts it, we tell you and you are not charged.

4. What you can send

Some things we will not carry at all, and some we carry only under conditions. The full list is in the prohibited items policy, which forms part of these terms.

Misrepresenting what is in a package is a serious matter. A courier may refuse a package whose contents were not as described, without penalty, and report it. Each delivery carries one parcel, declared at up to $300, within the size and weight limits for how the courier travels. The current limits are on the Pricing page.

5. Price and payment

Before you book, you are shown an estimate. After you book, couriers who can take the parcel send their price, and you accept or decline each one, or let kkoggo accept on your behalf up to a maximum you set. kkoggo never accepts a price above that maximum. Current prices, including the optional urgent fee, are on the Pricing page.

Charges can be added after acceptance only for things that happen afterwards:

• Waiting time beyond the first 5 minutes
• A return, where the delivery could not be completed
• A cancellation charge only where the booking's saved terms allow it

Each of these is named and notified when it is applied. None of them is applied silently.

Prices are in US dollars. You pay the courier directly at pickup, in cash or with EcoCash. kkoggo does not take payment for the delivery and does not collect card details.

6. Handover and the PIN

Every delivery has a six-digit PIN for recipient handover. The courier enters the PIN, which is not shown to them before handover. kkoggo does not send the PIN by SMS: the sender sees it in the app and passes it to the recipient. Exceptions require documented support review.

After five incorrect attempts the delivery is locked and handed to our support team. This is deliberate. A locked delivery can be resolved; a package handed to the wrong person cannot.

7. Cancellation and returns

Full detail, including who pays what, is in the cancellations and refunds policy. In summary:

• Cancelling is free until a courier accepts your delivery.
• After a courier accepts, a cancellation fee applies, and a higher one once they have reached the pickup. The app shows the amount before you confirm. Each booking keeps the terms in force when it was made.
• Once a package has been collected the delivery cannot be cancelled. It becomes a return: the parcel comes back to you, and the trip back is charged at the route fare.
• If no courier is found, there is no charge.

A courier cannot abandon a package they are already carrying. If they genuinely cannot complete a delivery, it is escalated to a person at kkoggo.

Every charge follows the terms saved with that delivery, and current prices are on the Pricing page. A support request does not by itself mean a payment has been returned.

8. Declared value

The maximum declared value of a parcel is $300. kkoggo does not currently offer delivery insurance.

9. Disputes and appeals

You can raise a dispute about theft, damage, non-delivery, the wrong item, an overcharge, conduct, or non-payment, from the delivery or from Help. Support reviews the evidence with both sides and tells you the outcome.

Decisions are made against evidence — photographs, timestamps, positions, PIN attempts — rather than against one party’s account alone. You may appeal once per action, and the person who decides an appeal is never the person who issued the original decision. Decisions are given in writing with reasons.

10. Conduct and enforcement

Rules of conduct and the consequences of breaking them are in the acceptable use policy. Enforcement is a ladder rather than a switch: warnings, then restrictions, then suspension, then removal, with the reason stated each time.

Affiliated courier compensation is governed by the courier's agreement with their Partner Company. Independent couriers accept kkoggo's direct commission terms.

11. Couriers

Couriers may work independently or with an approved Partner Company. New bookings save the applicable published commission rate for that path. The current rates are shown in the app. kkoggo notifies couriers and Partner Companies at least seven days before any rate change takes effect. Older deliveries keep their original terms.

Partner Companies receive revenue for affiliated jobs and manage their couriers' pay. Independent couriers are billed kkoggo’s commission directly under their accepted terms.

12. Your data

How we collect, use, share and delete personal information is set out in the privacy policy, which forms part of these terms. In short: phone numbers are revealed only during an active delivery, a courier’s location is shared only while they are online, and closing an account replaces your personal details with placeholders while keeping the financial and audit records we are required to keep.

13. Liability

The declared-value limit is set out in section 8.

14. Changes to these terms

We will tell you before a material change to these terms takes effect. Continuing to use kkoggo after it takes effect means you accept the updated terms.