Delivery Policy

This Delivery Policy explains how Transkro Express, a courier, parcel and logistics service operated by Transkro Ltd, accepts, transports, tracks, delivers, releases and returns parcels within its service network.

This policy applies to senders, recipients, authorised collectors, business customers, branches, agents, riders, transport partners and other persons involved in the movement or receipt of parcels handled by Transkro Express.

1. Delivery Services

Transkro Express may provide the following services, subject to availability:

• branch-to-branch parcel transportation;
• intercity parcel and logistics services;
• doorstep delivery;
• parcel pickup from an approved location;
• business and institutional deliveries;
• same-day delivery where available;
• recipient collection from a destination branch or hub; and
• other related logistics services introduced from time to time.

2. Service Availability

Service availability depends on the origin, destination, route, transport availability, parcel type, branch operating hours, rider availability and other operational factors.

Transkro Express may limit, suspend or temporarily withdraw a service on a particular route or at a particular location where safety, security, regulatory or operational circumstances make this necessary.

3. Parcel Acceptance

A parcel is regarded as officially accepted only after it has been presented at an authorised Transkro Express location or collected by an authorised representative, assessed where necessary, recorded in our system and assigned a tracking number.

We may refuse a parcel that is prohibited, inadequately packaged, incorrectly declared, unsafe, excessively risky, beyond the accepted weight or size, or otherwise unsuitable for the requested service.

4. Sender Responsibilities

The sender must:

• provide complete and accurate sender and recipient information;
• give a truthful description of the parcel and its contents;
• declare the parcel value where requested or required;
• package and seal the parcel appropriately;
• provide a complete, accessible and correct delivery location;
• inform us of any special handling needs before acceptance;
• ensure the parcel does not contain prohibited or restricted items; and
• pay all applicable charges when due.

5. Packaging Requirements

Parcels must be packaged to withstand normal handling, loading, unloading, transportation and storage. Fragile, liquid, electronic, sharp, delicate or valuable items may require additional protection, internal cushioning, reinforced packaging or special labelling.

Acceptance of a parcel does not mean that Transkro Express guarantees the adequacy of the packaging. The sender remains responsible for damage caused or contributed to by inadequate, defective or unsuitable packaging.

6. Prohibited and Restricted Items

Customers must not submit illegal, dangerous, stolen, counterfeit, explosive, hazardous, controlled or otherwise prohibited items.

Transkro Express may inspect, reject, detain, return or report a parcel where there is a reasonable concern about its contents.

See our Prohibited Items Policy.

7. Parcel Inspection

We may request that a parcel be opened before acceptance to verify its contents, condition, packaging, declared value or compliance with our policies.

We may also inspect a parcel after acceptance where reasonably necessary for safety, security, fraud prevention, compliance, damage assessment or other lawful operational reasons.

8. Tracking Numbers

Each accepted shipment may be assigned a unique tracking number. Customers should keep this number secure and use it when making enquiries, tracking a parcel, requesting support or submitting a complaint or claim.

Tracking updates reflect the latest information available in our system. A delay in updating the tracking page does not necessarily mean that the parcel is delayed or has stopped moving.

9. Delivery Status Definitions

10. Delivery Timeframes

Delivery estimates may vary according to the route, service selected, parcel type, branch processing time, public holidays, transport schedules and destination accessibility.

Same-day or express services are available only on selected routes and under suitable operational conditions. A shipment will not be treated as time-guaranteed unless this is expressly confirmed in writing.

11. Causes of Delay

Delivery may be delayed by circumstances including:

• traffic, road closures or poor road conditions;
• weather, flooding, fire or natural events;
• transport breakdown or limited transport availability;
• public holidays or reduced operating hours;
• security incidents or civil disturbances;
• incorrect or incomplete recipient information;
• recipient unavailability;
• regulatory inspection or lawful detention;
• telecommunications or power interruptions; or
• other events beyond our reasonable control.

12. Branch Collection

Where a parcel is sent for branch or hub collection, the recipient will be notified when the parcel is ready, using the contact information supplied by the sender.

The recipient should not travel to collect the parcel solely because the shipment appears to have arrived in the destination city. Collection should occur only after the parcel is marked ready for collection or the recipient has received an authorised collection notice.

13. Verification Before Parcel Release

Transkro Express may require one or more of the following before releasing a parcel:

• a valid collection code;
• the shipment tracking number;
• a valid form of identification;
• the recipient's registered telephone number;
• a signature or electronic confirmation;
• proof of authorisation to collect on behalf of another person; or
• other reasonable verification information.

We may refuse release where the collector cannot satisfy the required verification or where there is a reasonable concern about fraud, impersonation or unauthorised collection.

14. Collection by an Authorised Person

A person collecting on behalf of the named recipient may be required to provide evidence of authorisation, valid identification and the relevant collection code or tracking information.

Transkro Express may contact the named recipient directly before releasing the parcel.

15. Doorstep Delivery

Doorstep delivery is available only in approved areas and may attract an additional charge. The recipient must provide a complete and accessible delivery location and remain reachable.

Where delivery to the exact address is not operationally possible, the customer may be asked to meet the rider at a safe and mutually agreed nearby location.

16. Delivery Attempts

Transkro Express may make one or more reasonable attempts to contact or deliver to the recipient, depending on the service and location.

If delivery fails, the parcel may be returned to a branch, held for collection, redirected or returned to the sender. Additional delivery or return charges may apply.

17. Recipient Responsibilities

The recipient should:

• remain reachable through the telephone number supplied;
• provide accurate directions where necessary;
• be available during the agreed or communicated delivery period;
• present the required verification before collection or release;
• inspect the external condition of the parcel where practicable; and
• report visible damage, shortage or tampering promptly.

18. Proof of Delivery

Delivery or collection may be confirmed through a signature, collection code verification, electronic record, recipient name, photograph, location confirmation, staff record or another approved proof-of-delivery method.

A parcel released following successful verification will ordinarily be treated as delivered to the authorised recipient or collector.

19. Inspection at Delivery or Collection

Recipients should inspect the external condition of the parcel at delivery or collection where practicable. Visible damage, tampering or shortage should be reported immediately and recorded before the parcel is removed from the branch or delivery location where possible.

Acceptance of a parcel without an immediate report does not automatically prevent a valid claim, but delayed reporting may make investigation more difficult.

20. Undeliverable Parcels

A parcel may be treated as undeliverable where:

• the recipient cannot be contacted;
• the address or location is incorrect, incomplete or inaccessible;
• the recipient refuses the parcel;
• the recipient cannot satisfy verification requirements;
• the parcel is prohibited or cannot lawfully be released;
• delivery would create an unreasonable safety or security risk; or
• delivery is otherwise not reasonably possible.

21. Return to Sender

An undeliverable, refused, cancelled or uncollected parcel may be returned to the sender where reasonably possible.

The sender may be required to pay return transportation, storage, handling or redirection charges before the parcel is released.

22. Uncollected Parcels and Storage

Customers should collect parcels promptly after notification. A parcel that remains uncollected may be held for a reasonable period, after which storage charges may apply or the parcel may be returned to the sender.

Parcels that remain unclaimed and cannot be returned may be handled in accordance with applicable law and Transkro Express procedures after reasonable efforts have been made to contact the relevant parties.

23. High-Value Parcels

A parcel with a declared or estimated value exceeding GHS 2,000 may be treated as a high-value parcel and may be subject to additional declaration, packaging, identity verification, documentation, special handling or service-charge requirements.

Transkro Express may refuse a high-value parcel where its value cannot be reasonably verified, the risk is excessive or the parcel does not meet our handling requirements.

24. Loss, Damage and Misdelivery

Claims relating to loss, damage, partial loss, misdelivery or other service failure are assessed under the Customer Compensation Policy.

Damage claims should be submitted within seven (7) days of delivery. Loss claims should be submitted within fourteen (14) days after the expected delivery date.

Customers may be required to provide the tracking number, receipt, proof of value, photographs, parcel description and other supporting evidence.

25. Compensation Limits

For an approved claim involving a parcel for which no value was declared, compensation is limited to the lower of three times the parcel fee paid or GHS 500.

For a declared-value parcel, approved compensation may be considered up to the lower of the declared value, verified replacement value or applicable liability limit.

26. Refunds and Cancellations

Payment refunds, duplicate payments, failed transactions and eligible cancellations are handled under our Refund Policy.

Delivery or transport charges will generally not be fully refundable after dispatch or after a substantial part of the service has been performed.

27. Third-Party Transport and Delivery Partners

Transkro Express may use approved transport operators, freight providers, riders, agents and other partners to move or deliver parcels.

Customers acknowledge that relevant shipment and contact information may be shared with such partners where reasonably necessary to complete the service.

28. Right to Refuse, Suspend or Stop Delivery

Transkro Express may refuse, suspend or stop delivery where:

• the parcel breaches our Terms of Service or Prohibited Items Policy;
• the customer has provided false or misleading information;
• required charges remain unpaid;
• delivery would breach applicable law;
• there is a safety, security or fraud concern; or
• continued delivery is operationally impossible or unreasonable.

29. Changes to This Policy

Transkro Express may revise this Delivery Policy to reflect changes in our operations, service areas, delivery methods, legal obligations or business practices.

The updated policy will be published on this page with a revised effective date.

30. Contact Us

For delivery enquiries, tracking support, collection assistance or parcel-related complaints, contact Transkro Express through the following channels:

Transkro Express is a courier, parcel and logistics service operated by Transkro Ltd. This Delivery Policy should be read together with our Terms of Service, Refund Policy, Privacy Policy, Prohibited Items Policy and Customer Compensation Policy.