Terms of service

1. What kkoggo is

kkoggo connects customers with approved independent couriers and couriers affiliated with approved Partner Companies. We provide quoting, dispatch, tracking, verification and support systems.

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, and a description of the package chosen from a list of categories. 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. V1 accepts one package up to 10 kg, 45 × 35 × 35 cm, and $300 declared value.

5. Price and payment

You are shown an itemised price before confirming: the published routed-distance band and the optional published Urgent fee. The quote holds for 10 minutes. Current tariff values are shown on the Pricing page and in the itemised quote before confirmation.

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.

Cash is supported for eligible deliveries. Prices are in US dollars. Digital checkout, including EcoCash, is not available yet; no card details are collected for a kkoggo delivery.

V1 does not use demand-based pricing.

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:

• New bookings under the current policy have no before-pickup cancellation charge.
• Older bookings retain the cancellation terms saved when they were booked. The app shows any applicable charge before confirmation.
• Once a package has been collected the delivery cannot be cancelled. It becomes a return: the package comes back to you, and the delivery fee plus a return fee applies.
• 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.

Any charge uses the terms saved for that delivery. After pickup arrival, waiting time and a return may require review. Current tariff values are shown on the Pricing page; a support request does not itself prove a refund has been made.

8. Declared value

The maximum declared value in V1 is $300. Optional delivery-protection or insurance products are not part of V1.

9. Disputes and appeals

You can raise a dispute about theft, damage, non-delivery, the wrong item, an overcharge, conduct, or non-payment. The process has dates attached to it:

• We acknowledge a dispute within 4 hours.
• Both sides are asked for their account, with 48 hours to respond.
• Most disputes are decided within 5 business days; high-value ones within 10.
• An appeal is decided within 10 business days.

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 directly under their accepted terms. Digital settlement is not available yet.

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, courier location is recorded only while on duty, 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 package declared-value limit is set out in section 8. Liability terms require final legal approval before production launch.

14. Changes to these terms

15. Governing law