Terms & Conditions

These Terms govern your use of Sendway, a courier and parcel-delivery service operated by Fecn Technologies Ltd, a licensed courier operator in Kenya (“we”, “us”). By creating an account or booking a delivery you agree to these Terms.

1. The service

Sendway arranges collection of parcels in Nairobi and their transport and handover to recipients in towns across Kenya, using vetted carriers, riders, and pickup-station agents. We act as a courier and logistics provider; we are not the buyer or seller of any goods you send.

2. Your account

You must provide accurate information and keep your login secure. You are responsible for activity on your account. You must be at least 18 years old to use the Services.

3. Prohibited & restricted items

You must not send, and we may refuse or dispose of, any parcel containing:

• • cash, bullion, negotiable instruments, or precious metals/stones;
• • illegal drugs, narcotics, or unlicensed pharmaceuticals;
• • firearms, ammunition, explosives, or weapons;
• • flammable, corrosive, toxic, radioactive, or other dangerous goods;
• • live animals or perishable goods not properly packaged;
• • human remains, body parts, or biological/medical waste;
• • counterfeit goods or items that infringe intellectual-property rights; and
• • any item whose carriage is prohibited or restricted by Kenyan law.

You are responsible for ensuring your parcel and its contents comply with the law and are packaged adequately for transport. You indemnify us against losses arising from prohibited or mis-declared items.

4. Pricing & payment

• • Fees are quoted before you confirm a booking and depend on destination zone and package size.
• • You may pay now by M-Pesa, or choose pay on pickup, where our rider prompts you to pay by M-Pesa when collecting the parcel from you, before it is dispatched.
• • A parcel only enters our network once payment is confirmed (pay-now) or you have agreed to pay on pickup. Optional insurance and cash-on-delivery (COD) terms are shown at booking.

5. Collection, delivery & codes

Delivery times are estimates, not guarantees, and may be affected by factors outside our control. Parcels are handed over against a secure delivery code or to the named recipient at the destination pickup point. You must give accurate recipient details. Unclaimed parcels are held for a limited period and then returned to the sender or disposed of in line with our operating policy and applicable law.

6. Liability & declared value

Our liability for loss of or damage to a parcel is limited to the declared value you entered at booking, up to any maximum stated at checkout, and is subject to you having paid any applicable insurance fee. We are not liable for indirect or consequential loss, for delay, or for loss arising from inadequate packaging, mis-declaration, or prohibited contents. Claims must be reported promptly through our complaints channel.

7. Cancellations & refunds

• • You may cancel a booking before the parcel has been collected.
• • If you paid in advance and cancel before collection, the delivery fee is refundable to your M-Pesa number, less any non-recoverable charges already incurred.
• • Once a parcel has been collected and dispatched, the delivery fee is generally non-refundable.
• • Refunds for lost or damaged parcels are handled per the liability section above.

8. Acceptable use

You must not use the Services unlawfully, attempt to disrupt or reverse-engineer them, or use them to send prohibited items. We may suspend or close accounts that breach these Terms.

9. Regulation & complaints

Sendway is operated as a licensed courier service in Kenya and is subject to oversight by the Communications Authority of Kenya (CA). If you have a complaint, please contact us first via our complaints page. If it is not resolved to your satisfaction, you may escalate to the CA.

10. Privacy

Our handling of your personal data is described in our Privacy Policy.

11. Changes & governing law

We may update these Terms from time to time; continued use after changes means you accept them. These Terms are governed by the laws of Kenya, and the courts of Kenya have jurisdiction over any dispute.

12. Contact

Fecn Technologies Ltd — info@shopinn.co.ke, +254117390922. Registered office: Viewpark Towers, Utali Lane, 2nd Floor, Wing C, Suite 5, Nairobi, Kenya.