KAPITEN TERMS & CONDITIONS

Last updated: 16 October 2026

1. Introduction

Welcome to Kapiten.

Kapiten is a courier and parcel delivery service that enables individuals and businesses to send and receive packages through our mobile application and other supported platforms.

These Terms and Conditions govern your access to and use of Kapiten’s services, including creating delivery requests, sending packages, receiving packages, making payments, and interacting with delivery riders.

By creating an account, placing a delivery request, or using Kapiten, you agree to these Terms and Conditions.

If you do not agree to these Terms and Conditions, you must not use Kapiten or its services.

2. Our Services

Kapiten connects customers who need items delivered with available delivery riders.

Our services may include:

• Sending packages from one location to another.
• Receiving packages sent by another person or business.
• Delivery services for businesses, including shops, restaurants, and online sellers.
• Package tracking and delivery status updates.
• Digital payment collection and payment links, where available.

Kapiten facilitates deliveries through its delivery network. The availability of services, delivery times, pricing, and payment methods may vary depending on the location and service selected.

Unless expressly stated otherwise, Kapiten does not own the items being transported.

3. Eligibility and Account Information

You must provide accurate and up-to-date information when using Kapiten.

This may include your name, phone number, pickup location, delivery address, and other information necessary to complete a delivery.

You are responsible for ensuring that the information you provide is correct. Incorrect contact details or addresses may cause delays, failed deliveries, additional costs, or the return of a package.

You must not impersonate another person, use another person’s account without authorization, or use Kapiten for fraudulent or unlawful activities.

Businesses using Kapiten are responsible for ensuring that their employees and representatives are authorized to place delivery requests on their behalf.

4. Sender Responsibilities

When sending a package through Kapiten, you agree to:

• Provide accurate pickup and delivery information.
• Provide a valid phone number for the sender and recipient, as applicable.
• Ensure the package is properly packed and suitable for transportation.
• Accurately describe the package and disclose any relevant handling requirements.
• Ensure that you have the legal right and authorization to send the item.
• Ensure that the package does not contain prohibited or unlawful items.
• Pay the applicable delivery charges or ensure that the designated payer completes payment, where supported.

You must not misrepresent the contents, value, weight, or nature of a package.

Kapiten may refuse, suspend, or cancel a delivery if the information provided is inaccurate, the package presents a safety risk, or the delivery would violate these Terms or applicable law.

5. Recipient Responsibilities

Recipients are expected to provide accurate contact information and cooperate reasonably with the delivery process.

Recipients may be contacted by the rider or Kapiten to coordinate delivery.

Where a recipient is responsible for payment, the recipient must pay the applicable charges through the payment method made available for that delivery.

If a recipient cannot be reached, refuses to accept a package, provides an incorrect address, or fails to complete required payment, the delivery may be delayed, cancelled, or returned to the sender. Additional charges may apply where disclosed and permitted by law.

6. Prohibited Items

You must not use Kapiten to send or receive prohibited, dangerous, illegal, or otherwise restricted items.

Prohibited items include, but are not limited to:

• Firearms and weapons: Firearms, ammunition, explosives, and other weapons or weapon components prohibited by applicable law or by Kapiten’s policies.
• Harmful or dangerous products: Toxic substances, hazardous chemicals, corrosive materials, flammable substances, and other items that may endanger riders, the public, or property.
• Illegal drugs and cannabis: Cannabis, marijuana, and other illegal or controlled drugs or substances, except where an item is expressly permitted by applicable law and accepted by Kapiten in writing.
• Waste and garbage: Household garbage, general waste, hazardous waste, medical waste, and other waste materials not expressly accepted by Kapiten.
• Illegal goods: Stolen property, counterfeit goods, contraband, and items whose possession, sale, transport, or distribution is prohibited by law.
• Dangerous or improperly packaged items: Items that may leak, contaminate, injure, damage other packages, or create unreasonable risks during transportation.
• Other restricted items: Any item prohibited by applicable law or specifically excluded by Kapiten.

This list is not exhaustive. Kapiten may restrict additional items when necessary for safety, legal compliance, or operational reasons.

You are responsible for ensuring that the contents of your package comply with these restrictions and applicable law.

Kapiten may refuse or cancel a delivery involving a prohibited item, suspend an account, or cooperate with lawful requests from the relevant authorities where appropriate.

7. Delivery Fees and Payments

Delivery fees are communicated through the app or other supported ordering channels before the delivery is confirmed, where applicable.

Depending on the delivery arrangement, payment may be made by the sender, the recipient, or another designated payer.

Where Kapiten provides a payment link, the designated payer is responsible for completing payment using the available payment methods.

A delivery may not proceed until required payment has been confirmed, unless Kapiten expressly allows otherwise.

Any additional charges, including applicable return or redelivery fees, must be communicated where required and permitted by law.

Refunds, payment reversals, and disputes will be handled in accordance with Kapiten’s applicable policies and legal obligations.

8. Delivery Times and Tracking

Kapiten may provide estimated delivery times and live or periodic tracking information.

Delivery estimates are not guaranteed unless expressly stated otherwise. Delays may occur due to traffic, weather, incorrect addresses, recipient unavailability, rider availability, technical issues, or other circumstances outside Kapiten’s reasonable control.

Location information and tracking updates may occasionally be delayed or temporarily unavailable.

Kapiten will make reasonable efforts to facilitate delivery and provide relevant updates when available.

9. Failed Deliveries, Cancellations, and Returns

A delivery may fail or be cancelled if:

• The sender or recipient provides incorrect information.
• The recipient cannot be reached or refuses the package.
• Required payment is not completed.
• The package contains a prohibited item.
• No suitable rider is available.
• Safety, legal, or operational circumstances prevent delivery.

Where possible, Kapiten will communicate the available next steps, which may include rescheduling, returning the package, or cancelling the request.

Any return, redelivery, or cancellation charges will be subject to the applicable fee policy and legal requirements.

10. Loss, Damage, and Incorrect Deliveries

Customers must provide accurate package information and use appropriate packaging to protect their items.

If a package is lost, damaged, tampered with, or delivered to the wrong recipient, the affected customer should contact Kapiten promptly and provide the relevant delivery reference and supporting information.

Kapiten will review the reported issue and determine the appropriate resolution in accordance with applicable law and its published policies.

Nothing in these Terms excludes or limits liability where such exclusion or limitation is prohibited by law. Any applicable liability limits, compensation arrangements, or claims deadlines must be communicated in a manner consistent with applicable law.

11. Acceptable Use

You agree not to:

• Use Kapiten to commit fraud or facilitate unlawful activities.
• Submit false delivery information or payment confirmations.
• Harass, threaten, or abuse riders, recipients, other customers, or support staff.
• Interfere with the operation, security, or integrity of the app.
• Attempt to access another user’s account or private information without authorization.
• Use Kapiten to transport prohibited items or evade legal requirements.

Kapiten may investigate suspected violations and take proportionate action, including refusing deliveries, restricting accounts, or suspending access where justified.

12. Third-Party Services

Kapiten may rely on third-party providers for payments, maps, telecommunications, hosting, and other operational services.

The availability of these services may affect certain features of Kapiten. Where appropriate, third-party services may be subject to their own terms and privacy policies.

Kapiten will handle its responsibilities toward customers in accordance with applicable law.

13. Suspension and Termination

Kapiten may suspend or terminate access to its services where reasonably necessary because of fraud, repeated misuse, safety concerns, unlawful activity, non-payment, or material violations of these Terms.

Where appropriate and legally permissible, Kapiten may notify the affected user and explain the reason for the action.

Users may stop using Kapiten at any time. Outstanding payments and obligations relating to existing deliveries remain applicable.

14. Privacy

Kapiten collects and uses personal information, including phone numbers, delivery addresses, location information, and delivery details, to operate its services.

Our collection, use, sharing, retention, and protection of personal information are described in the Kapiten Privacy Policy, which forms part of the terms governing your use of our services.

15. Changes to These Terms

Kapiten may update these Terms to reflect changes in its services, operations, or legal obligations.

Updated Terms will be made available through the app or another appropriate channel, together with a revised effective date.

Where required by law, Kapiten will provide notice of material changes or obtain any necessary consent.

Continued use of Kapiten after updated Terms take effect constitutes acceptance only to the extent permitted by applicable law. If you do not agree to updated Terms, you must stop using the affected services.

16. Governing Law and Disputes

These Terms are governed by the laws of the Republic of Rwanda, subject to any mandatory legal protections that apply.

If you have a complaint or dispute, please contact Kapiten through the official support channels provided in the app or on Kapiten’s official website.

Kapiten will seek to resolve complaints fairly and in a timely manner. Disputes that cannot be resolved informally may be referred to the competent courts or other dispute-resolution bodies in accordance with applicable law.

17. Contact Us

For questions about these Terms and Conditions, delivery issues, or complaints, contact Kapiten through the support channels available in the app.

By using Kapiten, you confirm that you have read and agree to these Terms and Conditions.