By accessing or using Qargo's services, you confirm that you have read, understood, and agreed to be bound by these Terms and any policies referenced herein. You further confirm that you are at least eighteen (18) years old and legally capable of entering into a binding agreement under the laws of the Republic of Ghana.

Qargo provides a technology platform that facilitates the connection between users and independent couriers, including delivery coordination, tracking, and payment processing. Qargo does not own, sell, or take possession of the goods being transported and is not responsible for the nature, quality, condition, or legality of such goods. Qargo's responsibility is strictly limited to the handling of items during active transit, from the time of pickup to the point of delivery, in accordance with these Terms.

Users are responsible for providing accurate and complete delivery information, including correct addresses, contact details, and item descriptions. Users must ensure that all items submitted for delivery are lawful, safe for transport, and properly packaged according to their nature. Users also agree to pay all applicable fees associated with the use of the platform. Any failure to comply with these responsibilities may result in delays, failed deliveries, or denial of claims.

Users are required to declare any high-value items at the time of booking or prior to dispatch, either through the Qargo App where available or by notifying Qargo Customer Experience Support team. Failure to declare a high-value item through an approved channel may result in limited or no compensation. Qargo shall not be responsible for any loss or damage relating to undeclared high-value items.

Users are also responsible for ensuring that fragile items are properly packaged, padded, and secured to withstand normal transportation conditions. Qargo shall not be liable for damage arising from inadequate packaging, insufficient cushioning, or improper preparation by the sender. Qargo reserves the right to refuse delivery of items deemed poorly packaged or to proceed under limited liability conditions.

Users must not use the platform to send illegal, hazardous, or restricted items under applicable Ghanaian law. Qargo reserves the right to refuse, cancel, or report any delivery involving prohibited goods. Any violation of this provision may result in immediate suspension or termination of the user's account and may be reported to relevant authorities.

Delivery times provided on the platform are estimates and are not guaranteed. While Qargo makes reasonable efforts to ensure timely delivery, delays may occur due to traffic conditions, weather, operational issues, or other factors beyond Qargo's control. Qargo shall not be held liable for delays arising from such circumstances.

Qargo requires couriers to provide photographic proof of delivery as a mandatory condition for order completion. This includes capturing the condition of the package at the point of delivery. In certain cases, including high-value, fragile, or perishable items, Qargo may also require photographic evidence at the point of pickup.

All submitted evidence may be used by Qargo for the purposes of verifying delivery, resolving disputes, and assessing claims. Claims may be denied where available evidence indicates that items were delivered in acceptable condition.

Risk of loss or damage to goods transfers to Qargo only once the item has been collected by a courier and remains with Qargo during transit. Upon successful delivery to the recipient, risk transfers to the recipient. Qargo shall not be responsible for any loss, damage, or defect occurring before pickup or after delivery.

All claims relating to loss, damage, or service failure must be reported within twenty-four (24) hours after delivery. Claims submitted outside this period may not be considered.

Customers are required to provide sufficient supporting evidence, which may include photographs, videos, receipts, or any other relevant documentation. Qargo reserves the right to determine whether the evidence provided is adequate for assessment.

Qargo may require the item to be returned or made available for physical inspection in order to verify the claim. Failure or refusal to provide the item for inspection within the specified timeframe may result in the claim being declined.

All claims will be assessed based on available evidence, the declared or verified value of the item, and Qargo's internal investigation findings. Where necessary, Qargo may rely on courier-submitted delivery evidence and system records in making its determination.

Where a claim is approved, Qargo reserves the right to determine the form of compensation, which may include a refund, service credit, or replacement value. Compensation may be adjusted, limited, or denied depending on the nature of the item, the circumstances of the claim, and compliance with these Terms.

Qargo reserves the right to escalate any claim, dispute, or activity to relevant regulatory or law enforcement authorities where there is reasonable suspicion of fraud, illegal conduct, or material misrepresentation, including the sharing of relevant information, documentation, or evidence in accordance with applicable laws.

10.1 Scope
This section governs all claims relating to items that are lost, damaged, or partially missing during transit while under Qargo's responsibility.

For the purpose of this Agreement:

• A "Lost Item" refers to an item that cannot be located or delivered.
• A "Damaged Item" refers to an item that has suffered physical harm affecting its usability or value.
• A "Partially Missing Item" refers to any shipment where part of the contents is missing upon delivery.

10.2 Eligibility for Compensation
Compensation will only be considered where:

• The item was successfully picked up by a Qargo courier
• The issue occurred during active transit
• The claim is reported within the required 24-hour period
• Sufficient and verifiable evidence is provided

Qargo reserves the sole right to determine the validity of any claim based on available evidence, system records, and investigation findings.

10.3 Compensation Cap
To the fullest extent permitted by law, compensation for any claim shall be limited as follows:

• Compensation shall not exceed the lower of:
  • (a) the declared value of the item (where properly declared), or
  • (b) GHS 1,000 per delivery
• Where no value is declared, or where Qargo is unable to verify the value of the item, compensation may be reduced at Qargo's discretion or denied entirely

10.4 Undeclared High-Value Items
Users are required to declare high-value items prior to dispatch. Failure to declare a high-value item may result in:

• Reduced compensation
• Application of a lower internal cap
• Or complete denial of the claim

Qargo shall not be liable for the full value of any undeclared high-value item.

10.5 Exclusions from Compensation
Qargo shall not be liable for loss or damage arising from:

• Poor, insufficient, or improper packaging
• Fragile items not adequately protected for transport
• The inherent nature or condition of the item (including perishable goods)
• Undeclared high value products
• Incorrect, incomplete, or misleading delivery information
• Delays beyond Qargo's control (including traffic, weather, or force majeure)
• Prohibited or restricted items as defined in these Terms
• Any delivery conducted outside the Qargo platform

10.6 Inspection and Verification
Qargo reserves the right to:

• Request physical inspection of the item
• Request additional documentation (receipts, proof of value, images, etc.)
• Reject claims where evidence is insufficient, inconsistent, or unverifiable

Failure to cooperate with inspection or verification requirements may result in denial of the claim.

10.7 Form of Compensation
Where a claim is approved, Qargo reserves the right to determine the form of compensation, which may include:

• Refund of delivery fees
• Qargo Wallet credit
• Partial or full compensation (subject to the cap above)

Compensation decisions are final and made at Qargo's sole discretion.

10.8 Fraud and Misrepresentation
Qargo maintains a zero-tolerance policy for fraudulent claims. Qargo reserves the right to:

• Deny any claim suspected to involve fraud, misrepresentation, or abuse
• Suspend or terminate user accounts involved in suspicious activity
• Recover any funds or credits issued in error
• Report such activity to relevant authorities

Users agree to pay all applicable fees associated with deliveries as displayed in the App at the time of booking. Payments may be made through approved methods, including cash payment for delivery fees at the point of delivery or through the Qargo in-app wallet ("Qargo Wallet"). All payments collected by Qargo are strictly for delivery services and do not include payment for the goods being transported.

11.1 Qargo Wallet
The Qargo Wallet is a stored-value feature that allows users to preload funds for use within the Qargo platform. Wallet funds may be used exclusively for payments related to Qargo services and cannot be used outside the platform.
Wallet balances are non-withdrawable, non-transferable, and cannot be converted into cash under any circumstances, except where required by applicable law.

11.2 Funding the Wallet
Users may fund their Qargo Wallet using approved payment methods, including mobile money, cards, or other supported channels. All transactions are subject to verification and approval by Qargo and its payment partners.
Qargo reserves the right to:

• Reject or reverse any wallet funding transaction suspected of fraud
• Place temporary holds on wallet balances where necessary

11.3 Use of Wallet Funds
By using the Qargo Wallet, users authorize Qargo to deduct applicable charges, including delivery fees, surcharges, penalties, and other service-related costs directly from their wallet balance. Users are solely responsible for ensuring sufficient wallet balance prior to placing orders.

11.4 Refunds and Adjustments
Where a refund is approved, Qargo reserves the right to issue such refunds:

• Back to the original payment method, or
• As Qargo Wallet credit

Processing times may vary depending on third-party payment providers.

11.5 Errors and Unauthorized Transactions
Users must promptly report any suspected errors or unauthorized transactions. Qargo will investigate such reports; however, Qargo shall not be liable for losses resulting from:

• User negligence
• Compromised account credentials
• Delayed reporting

11.6 Third-Party Payment Processing
All payments are processed through third-party providers. Qargo is not responsible for:

• Network failures
• Payment delays
• Transaction errors caused by third-party systems

11.7 Suspension or Restriction
Qargo reserves the right to suspend or restrict wallet access or place a temporary hold on funds where necessary for investigation, dispute resolution, fraud prevention, or compliance with these Terms, where there is suspected fraud, policy violations, or an ongoing investigation.

Users may cancel orders at any time before a courier has picked up the item through the Qargo App. Where a prepaid delivery fee has been made, such cancellations may be eligible for a refund in accordance with Qargo's refund process.

Once an order has been picked up by a courier, customers and couriers are not permitted to cancel the order directly. All post-pickup cancellations must be handled exclusively by Qargo through its Customer Support team.

In situations where a cancellation request is made after pickup, Qargo will contact the relevant parties to verify and confirm the request before taking any action. Qargo reserves the sole right to determine whether the order should be cancelled, continued, or reassigned based on the circumstances.

Where a customer cancels an order but the courier has already picked up or proceeds to pick up the item, the courier or customer must notify Qargo immediately. Qargo shall not be responsible for any actions taken without its knowledge or approval. Upon being notified, Qargo may reinstate or reassign the order after confirming with the relevant parties, and the delivery may proceed under Qargo's supervision.

Users and couriers are strictly prohibited from arranging, continuing, or completing deliveries outside the Qargo platform after an order has been created or cancelled. Qargo shall not be liable for any issues arising from off-platform arrangements, including but not limited to increased charges, failed deliveries, or loss or damage of items.

Refunds are not automatic and will only be issued where applicable under Qargo's refund and compensation policies or as required by law. Approved refunds may be processed either to the original payment method or as Qargo Wallet credit, at Qargo's discretion.

Qargo takes reasonable steps to verify courier identities before allowing access to the platform. However, couriers operate as independent contractors, and Qargo does not guarantee the identity of any courier beyond its verification processes.

Users are encouraged to confirm courier details provided in the App, including name and any available identification, before handing over items or receiving deliveries. Any discrepancies or suspicious behavior should be reported to Qargo immediately.

Qargo shall not be liable for any loss, damage, or issues arising from identity misrepresentation or unauthorized use of courier accounts where such actions occur outside Qargo's knowledge or control.

14.1 Overview
Qargo may offer a loyalty points program ("Loyalty Points") to reward users for eligible activities on the platform, including but not limited to completed deliveries, promotions, referrals, or other qualifying actions as determined by Qargo. Loyalty Points are issued at Qargo's discretion and are subject to these Terms and any additional program rules communicated within the App.

14.2 Nature of Loyalty Points
Loyalty Points have no cash value, are non-transferable, cannot be exchanged for cash or withdrawn, and may only be used within the Qargo platform for approved purposes. Loyalty Points do not constitute property, currency, or any form of financial instrument.

14.3 Earning Points
Users may earn Loyalty Points through activities defined by Qargo from time to time. Qargo reserves the right to determine eligibility, modify how points are earned, and exclude certain transactions or users. Points may not be awarded for cancelled orders, fraudulent or abusive activity, or transactions that violate Qargo policies.

14.4 Redemption of Points
Loyalty Points may be redeemed for benefits offered within the App, which may include discounts, service credits, or other rewards as determined by Qargo. Qargo reserves the right to set minimum redemption thresholds, change redemption rates or benefits, and restrict how and when points may be used.

14.5 Expiry and Forfeiture
Loyalty Points may expire after a specified period, as determined by Qargo. Expired points will be automatically forfeited and cannot be reinstated. Qargo reserves the right to suspend, revoke, or cancel Loyalty Points where the user account is inactive, fraud or abuse is detected, or the account is suspended or terminated.

14.6 Program Changes and Termination
Qargo reserves the right to modify, suspend, or terminate the Loyalty Points program at any time without prior notice, including changing how points are earned, changing redemption value, or cancelling accumulated points.

14.7 Errors and Adjustments
Qargo reserves the right to correct errors in point allocation, reverse points awarded in error, and adjust balances where necessary.

14.8 No Liability
Qargo shall not be liable for loss of Loyalty Points due to expiration, system errors, or account issues, any perceived value of Loyalty Points, or changes to or termination of the program. Loyalty Points do not create any contractual or property rights and may be modified or withdrawn at Qargo's sole discretion.

Qargo reserves the right to investigate any activity, transaction, or claim that it reasonably suspects to be fraudulent, abusive, or in violation of these Terms. This includes reviewing order history, communication records, submitted evidence, and system data.

Qargo may, at its sole discretion, reject any claim or request where there is reasonable suspicion of fraud, misuse, or dishonest conduct. Repeated or serious violations may result in the suspension or permanent termination of the user's account.

Qargo further reserves the right to withhold or reverse any benefits, refunds, credits, or wallet balances obtained through fraudulent or abusive activity. Where necessary, Qargo may take appropriate legal action and report such activities to relevant authorities.

Qargo does not collect, process, or handle payments for any goods being transported through the platform. All payments relating to the purchase or sale of goods are strictly between the sender and the recipient.

Where cash or any form of payment is exchanged for goods at the point of delivery, such transactions are conducted outside the Qargo platform. Qargo does not act as a merchant, seller, or payment intermediary and assumes no responsibility for any product-related transactions.

If a user chooses to allow a courier to collect or handle payment for goods on their behalf, such arrangement is made entirely at the user's own risk. Qargo does not authorize, supervise, or guarantee such arrangements and shall not be liable for any loss, dispute, misappropriation of funds, incorrect payments, or failure to remit funds.

Users and couriers are solely responsible for managing and verifying any payment for goods outside the Qargo platform. Qargo does not guarantee or insure any cash or payment handled in connection with such transactions.

Users are responsible for maintaining the confidentiality of their account credentials and for all activities conducted under their account. Qargo reserves the right to suspend or terminate accounts that violate these Terms or pose a risk to the platform.

Qargo processes personal data in accordance with the Data Protection Act, 2012 (Act 843). By using the platform, users consent to the collection, use, and processing of their data as described in Qargo's Privacy Policy.

A delivery shall be considered unsuccessful where the courier is unable to complete the delivery due to reasons including but not limited to the recipient being unavailable, unreachable, refusing to receive the item, or incorrect or incomplete delivery details provided by the user.

In such cases, Qargo may attempt to contact the sender and/or recipient to resolve the issue. Where delivery cannot be completed, Qargo reserves the right to cancel the order or arrange for redelivery at its discretion.

Any redelivery requested after a failed delivery may be subject to additional charges. Qargo shall not be liable for failed deliveries resulting from user error, including incorrect addresses, unavailable recipients, or failure to respond to communication.

Couriers are required to wait for a reasonable period at pickup and delivery locations. Where delays occur due to the sender or recipient not being ready, unreachable, or otherwise causing delay, additional waiting charges may apply.

Qargo reserves the right to determine the applicable waiting time limits and corresponding fees. Continued delays beyond a reasonable waiting period may result in order cancellation or rescheduling at additional cost.

Users are responsible for providing accurate and complete delivery details at the time of placing an order. Qargo shall not be responsible for delays, failed deliveries, or additional costs resulting from incorrect, incomplete, or misleading information.

Where a user requests a change of delivery location after an order has been confirmed or picked up, Qargo may, at its discretion, accept or reject such changes. Approved changes may result in additional charges based on distance, time, or operational impact.

Qargo reserves the right to cancel or refuse delivery where the revised location is deemed unreasonable or outside service coverage.

Users agree to pay all applicable fees associated with the use of Qargo services, as displayed in the App or communicated at the time of booking. Such fees may include, but are not limited to, delivery fees, waiting charges, delay fees, wrong-location fees, cancellation fees, and any other applicable service charges.

Qargo reserves the right to update, modify, or introduce new fees at any time. All applicable charges will be communicated through the App or other official channels.

Failure to pay applicable fees may result in restriction of access to Qargo services, suspension of account, or additional recovery actions where necessary.

By creating an account or using the Qargo platform, you consent to receive communications from Qargo, including calls, SMS, WhatsApp messages, push notifications, and in-app messages.

These communications may include service-related updates such as order status, delivery coordination, security alerts, and account notifications, which are essential for the proper functioning of the service and cannot be opted out of.

Qargo may also send promotional or marketing communications. Users may opt out of such marketing messages at any time through available settings or by contacting support. Service-related communications cannot be opted out of.

Users must not request or use Qargo services to transport any items that are illegal, hazardous, unsafe, or otherwise prohibited under applicable laws or these Terms. Qargo reserves the right to refuse, cancel, or terminate any delivery involving such items.

Prohibited and restricted items include, but are not limited to:

• Illegal items, stolen goods, or items obtained through unlawful means
• Narcotics, controlled substances, or illegal drugs
• Weapons of any kind, including firearms, ammunition, explosives, and sharp objects intended for harm
• Hazardous materials, including flammable, corrosive, toxic, or radioactive substances
• Perishable goods that are improperly packaged or likely to spoil during transit
• Fragile items that are not adequately packaged or protected
• Cash, negotiable instruments, or high-value financial documents (unless expressly approved by Qargo)
• Items that are excessively bulky, heavy, or unsuitable for standard courier transport
• Counterfeit goods or items that infringe intellectual property rights
• Animals or living organisms (unless expressly permitted by Qargo)
• Any item that poses a risk to the courier, the public, or property

Qargo reserves the right to open, inspect, or require verification of any package where there is reasonable suspicion that it contains prohibited items. Where prohibited items are discovered, Qargo may cancel the delivery, confiscate the item where necessary, and report the matter to relevant authorities.

Users are solely responsible for ensuring that all items submitted for delivery comply with these Terms and all applicable laws. Qargo shall not be liable for any loss, damage, delay, or legal consequences arising from the transport of prohibited or restricted items.

Qargo reserves the right to suspend or terminate any account involved in the attempted transport of prohibited items, without notice.

The App and services are provided on an "as is" and "as available" basis, without any guarantees of uninterrupted access, accuracy, or reliability. While Qargo makes reasonable efforts to ensure the proper functioning of the platform, it does not guarantee that the App will always be available, error-free, secure, or free from delays.

To the fullest extent permitted by law, Qargo disclaims all warranties, whether express or implied, including but not limited to warranties of merchantability, fitness for a particular purpose, reliability, availability, and non-infringement.

Qargo does not warrant or guarantee:

• That deliveries will always be completed within estimated timeframes
• That couriers will always be available or perform services without error
• That the App will be free from technical issues, interruptions, or failures
• That any data, tracking information, or notifications provided will be accurate or real-time

Qargo shall not be liable for any loss, damage, or inconvenience arising from the use of, or inability to use, the App or services, including but not limited to service interruptions, delays, system failures, or inaccuracies in information provided through the platform.

Users agree to indemnify and hold harmless Qargo, its officers, employees, and agents from any claims, losses, damages, or expenses arising from their use of the platform, violation of these Terms, or breach of applicable laws.

Qargo reserves the right to suspend or terminate access to the platform at any time for violations of these Terms, suspected fraud, or misuse of the service.

These Terms shall be governed by and interpreted in accordance with the laws of the Republic of Ghana, including the Electronic Transactions Act, 2008 (Act 772) where applicable. Any disputes shall first be resolved through internal resolution processes, failing which they shall be referred to arbitration in Accra.

Qargo reserves the right to update or modify these Terms at any time. Continued use of the platform after such updates constitutes acceptance of the revised Terms.

For support or inquiries, please contact Qargo at:
Email: support@orderqargo.org
Phone: +233-20-676-6629 / +233-30-804-0131