Terms of Service

Please read these terms carefully before using our services

Last Updated: 2025

1. Acceptance of Terms

By accessing and using NTWAZA's delivery services ("Services"), you accept and agree to be bound by the terms and provisions of this agreement. If you do not agree to abide by the above, please do not use this service.

These Terms of Service apply to all users of the Services, including without limitation users who are browsers, customers, merchants, and/or contributors of content.

2. Service Description

NTWAZA provides on-demand delivery services throughout Rwanda. Our services include but are not limited to:

  • Same-day package delivery
  • Express delivery services
  • Standard delivery services
  • Real-time package tracking
  • Customer support services

We reserve the right to modify or discontinue the Services at any time, with or without notice.

3. User Accounts

3.1 Account Creation

To use our Services, you must create an account. You agree to:

  • Provide accurate, current, and complete information
  • Maintain and promptly update your account information
  • Maintain the security of your password and account
  • Accept all responsibility for activities under your account
  • Notify us immediately of any unauthorized use

4. Prohibited Items

Important: The following items are strictly prohibited from being transported through our Services:

  • Illegal drugs and controlled substances
  • Weapons, firearms, and ammunition
  • Explosives and hazardous materials
  • Stolen goods or counterfeit items
  • Perishable food items without proper packaging
  • Living animals (except service animals with prior approval)
  • Human remains or biological samples
  • Items that violate Rwanda's laws and regulations

NTWAZA reserves the right to refuse delivery of any item at our discretion.

5. Pricing and Payment

5.1 Fees

Delivery fees are calculated based on distance, package size, and delivery speed. All fees will be displayed before you confirm your order.

5.2 Payment Methods

We accept payment through Mobile Money, bank transfers, and cash. Payment is required before or upon delivery as specified during order placement.

5.3 Refunds

Refunds may be issued in cases where:

  • We fail to deliver the package within the specified timeframe
  • The package is lost or damaged due to our negligence
  • The service was not provided as described

6. Liability and Insurance

6.1 Package Value Declaration

You must declare the value of your package at the time of booking. Packages are insured up to the declared value.

6.2 Limitation of Liability

NTWAZA's liability for loss or damage to packages is limited to the declared value or the maximum insurance coverage, whichever is lower. We are not liable for:

  • Improper packaging by the sender
  • Acts of God, natural disasters, or force majeure events
  • Losses resulting from undeclared or misdeclared package contents
  • Indirect, consequential, or incidental damages

7. Cancellation and Modifications

7.1 Customer Cancellations

You may cancel an order before pickup at no charge. Once a package is picked up, cancellation is not possible, but delivery address changes may be accommodated with additional fees.

7.2 NTWAZA Cancellations

We reserve the right to cancel any delivery for reasons including:

  • Prohibited items discovered in package
  • Incorrect or incomplete delivery information
  • Unsafe delivery conditions
  • Non payment or payment disputes

8. Intellectual Property

All content on the NTWAZA platform, including logos, graphics, text, and software, is the property of NTWAZA or its licensors and is protected by copyright and trademark laws.

You may not reproduce, distribute, or create derivative works from our content without explicit written permission.

9. Privacy

Your use of the Services is also governed by our Privacy Policy. Please review our Privacy Policy to understand how we collect, use, and protect your personal information.

10. Dispute Resolution

Any disputes arising from these Terms or the Services will be resolved through:

  1. Good faith negotiations between the parties
  2. Mediation if negotiations fail
  3. Arbitration under Rwanda law if mediation is unsuccessful

These Terms are governed by the laws of Rwanda.

11. Changes to Terms

NTWAZA reserves the right to modify these Terms at any time. We will notify users of significant changes via email or platform notification. Continued use of the Services after changes constitutes acceptance of the modified Terms.

12. Contact Information

If you have questions about these Terms, please contact us:

  • Email: ntwazadelivery@gmail.com
  • Phone: 0782 195 474
  • Address: Kigali, Rwanda

By using NTWAZA's services, you acknowledge that you have read, understood, and agree to be bound by these Terms of Service.