Terms of Service

These Terms of Service govern the use of the websites, shipment tracking facilities, payment channels and courier, parcel and logistics services provided by Transkro Ltd under the name Transkro Express.

In these terms, “Transkro Express”, “Transkro”, “we”, “us” and “our” refer to Transkro Ltd and its authorised branches, employees, agents, riders and service partners, where applicable. “Customer”, “you” and “your” refer to any person or organisation using our website or services as a sender, recipient, authorised collector or account holder.

1. About Transkro Express

Transkro Express is a courier, parcel and logistics service operated by Transkro Ltd. Our services may include branch-to-branch parcel transportation, pickup services, doorstep delivery, intercity logistics, business deliveries, same-day delivery where available and other related services introduced from time to time.

2. Eligibility and Acceptance

You must be legally capable of entering into an agreement to use our services. Where a person arranges a shipment on behalf of another individual, company or organisation, that person confirms that they have authority to accept these terms on behalf of the relevant party.

3. Shipment Information

The sender must provide complete, accurate and current information required to create and process a shipment. This may include the sender’s and recipient’s names, telephone numbers, pickup and delivery locations, parcel description, declared value, delivery instructions and any other information reasonably requested by Transkro Express.

We will not be responsible for delay, failed delivery, loss, additional expense or other consequences arising from incorrect, incomplete, misleading or outdated information supplied by the customer.

4. Customer Responsibilities

The sender is responsible for:

• accurately describing the parcel and its contents;
• ensuring that the parcel is properly packed, sealed and labelled;
• providing correct sender and recipient contact details;
• declaring the correct value of the contents where requested;
• ensuring that the parcel does not contain prohibited, restricted, illegal or dangerous items;
• informing us of any special handling requirements before the parcel is accepted; and
• paying all applicable charges when due.

5. Packaging

Parcels must be packaged in a manner appropriate to their nature, weight, size, fragility and expected method of transportation. The sender remains responsible for loss or damage caused or contributed to by inadequate, weak, defective or unsuitable packaging.

Transkro Express may refuse to accept an inadequately packaged parcel or require the sender to improve the packaging before acceptance. Our acceptance of a parcel does not amount to confirmation that its packaging is suitable in every respect.

6. Prohibited and Restricted Items

Customers must not submit illegal goods, weapons, ammunition, explosives, hazardous substances, stolen property, counterfeit goods, controlled substances or any other item prohibited by applicable law or by our Prohibited Items Policy.

We may refuse, hold, inspect, return or surrender a shipment to the appropriate authority where we reasonably suspect that it contains a prohibited, dangerous, unlawfully obtained or incorrectly declared item.

See our Prohibited Items Policy for further information.

7. Inspection of Shipments

Transkro Express may request that a parcel be opened for inspection before acceptance. Where reasonably necessary for safety, security, fraud prevention, regulatory compliance or operational reasons, we may inspect a shipment in accordance with applicable law. Refusal to permit a lawful or reasonable inspection may result in the shipment being rejected.

8. Quotations, Charges and Payments

Service charges may be based on the route, service type, parcel weight, dimensions, declared value, pickup method, delivery option and any additional service requested. A quotation may be revised where the information supplied by the customer is inaccurate or where the parcel differs from the description, weight or dimensions initially provided.

Payments may be accepted through cash, mobile money, card, bank-supported channels or approved third-party payment processors. We may withhold dispatch, collection or delivery until all applicable charges have been paid.

Customers should keep their receipt, payment reference and tracking number as evidence of the transaction.

9. Electronic Payments

Electronic payments may be processed by authorised third-party payment providers. Transkro Express does not ordinarily store full card details. Payment approval, reversal and settlement times may depend on the customer’s bank, mobile money provider or payment processor.

A payment notification, debit alert or screenshot alone may not constitute final proof of payment. A transaction may be treated as complete only after it has been successfully confirmed in our records or by the relevant payment provider.

10. Tracking Numbers and Collection Codes

A tracking number may be issued for each shipment. Tracking information is provided for convenience and reflects the latest operational update available in our system. Temporary delays in updating the tracking page do not necessarily mean that the parcel has stopped moving.

Customers must keep tracking numbers, collection codes and verification information secure. Transkro Express may require additional identity verification before releasing a parcel.

11. Collection and Delivery

A parcel may be released only after the recipient, authorised collector or sender satisfies our verification requirements. These may include presentation of a collection code, tracking number, valid identification, signature, proof of authorisation or other reasonable evidence.

Where doorstep delivery is requested, the customer must provide a complete and accessible delivery location and ensure that the recipient or an authorised person is available to receive the parcel.

See our Delivery Policy for further details.

12. Delivery Timeframes

Delivery and arrival times communicated to customers are estimates unless Transkro Express expressly confirms in writing that a particular service is time-guaranteed.

Delivery may be affected by traffic, weather, road conditions, transport availability, public holidays, security incidents, incorrect recipient information, operational disruptions or other circumstances beyond our reasonable control.

13. Failed Delivery Attempts

Delivery may be treated as unsuccessful where the recipient is unavailable, unreachable, refuses the parcel, cannot satisfy verification requirements or where the supplied address is incomplete, inaccurate or inaccessible.

In such circumstances, the parcel may be returned to a branch, held for collection, redirected or returned to the sender. Additional delivery, storage, redirection or return charges may apply.

14. Uncollected Parcels

Customers should collect parcels promptly after receiving a collection notice. Parcels that remain uncollected for an extended period may attract reasonable storage charges or may be returned to the sender where practicable.

Where a parcel cannot be returned and remains unclaimed, it may be handled in accordance with applicable law and our operational procedures after reasonable efforts have been made to contact the relevant parties.

15. Cancellation

A shipment cancellation request should be made before the parcel has been dispatched. Cancellation is not guaranteed once handling, transportation or delivery activity has begun. Charges already incurred may be deducted from any amount otherwise eligible for refund.

16. Refunds

Duplicate payments, verified failed transactions, eligible cancellations and other refund requests will be considered under our Refund Policy. Processing periods may depend on the original payment channel and the relevant financial service provider.

See our Refund Policy for eligibility requirements, exclusions and processing procedures.

17. Loss, Damage and Claims

Any complaint concerning loss, shortage, visible damage, tampering or incorrect delivery should be reported to Transkro Express as soon as reasonably possible. The customer may be required to provide the tracking number, receipt, photographs, proof of value, description of the contents and other relevant evidence.

Submission of a claim does not automatically establish liability. Claims will be assessed based on the circumstances, declared contents and value, packaging condition, shipment records, supporting evidence, applicable compensation policy and relevant law.

18. Excluded or Limited Liability

To the extent permitted by law, Transkro Express will not be liable for indirect, incidental, special, punitive or consequential loss, including loss of profit, revenue, business opportunity, data or reputation.

We will not be responsible for loss or damage caused by the inherent nature of the contents, ordinary wear and tear, inadequate packaging, false declaration, prohibited contents, an act or omission of the sender or recipient, or circumstances beyond our reasonable control.

Any compensation for an accepted claim will be determined in accordance with our Customer Compensation Policy, the declared value, available evidence and applicable law. Nothing in these terms excludes or limits any liability that cannot legally be excluded or limited.

19. Events Beyond Our Reasonable Control

Transkro Express will not be responsible for delay or failure caused by circumstances beyond its reasonable control. These may include severe weather, flooding, fire, accident, road closure, civil disturbance, industrial action, public health emergency, government restriction, telecommunications failure, power interruption or disruption to transport services.

20. Third-Party Service Providers

Transkro Express may use approved transport operators, riders, payment processors, communications providers, technology providers and other service partners to perform parts of the requested service.

By using our services, you acknowledge that relevant shipment and contact information may be provided to such partners where reasonably necessary to complete the service, subject to our Privacy Policy and applicable law.

21. Website and System Use

You must not misuse our websites or systems, attempt unauthorised access, introduce malicious software, interfere with system operation, submit fraudulent information, impersonate another person or use our platforms for any unlawful purpose.

We may suspend or restrict access where we reasonably believe a person is engaged in unlawful, fraudulent, abusive or harmful activity.

22. Intellectual Property

The Transkro and Transkro Express names, logos, website content, graphics, software, designs, documents and related materials are owned by or licensed to Transkro Ltd. They may not be copied, reproduced, modified, distributed or used for commercial purposes without prior written permission.

23. Privacy

We process personal information required to create, transport, track, release and deliver shipments, communicate with customers, process payments, prevent fraud and comply with legal or regulatory obligations.

See our Privacy Policy for information on how personal data is collected, used, shared, retained and protected.

24. Suspension or Refusal of Service

We may refuse, suspend or terminate a service where a customer breaches these terms, fails to pay applicable charges, provides false information, acts abusively toward staff or partners, submits a prohibited item, creates a safety or security risk or uses our service for an unlawful purpose.

25. Complaints and Dispute Resolution

Customers should first submit complaints directly to Transkro Express and provide the relevant tracking number, payment evidence and supporting information. We will review the matter and make reasonable efforts to resolve it fairly.

Where a dispute cannot be resolved informally, either party may pursue any remedy available under the laws of the Republic of Ghana.

26. Governing Law

These Terms of Service are governed by the laws of the Republic of Ghana. Subject to any applicable statutory complaint or dispute-resolution procedure, disputes arising from these terms or our services will be subject to the jurisdiction of the courts of Ghana.

27. Changes to These Terms

We may revise these Terms of Service to reflect changes in our services, operations, legal obligations or business practices. The revised version will be published on this page with an updated effective date.

Continued use of our websites or services after revised terms are published constitutes acceptance of the updated terms.

28. Contact Us

Questions, complaints or requests concerning these Terms of Service may be submitted through the following channels:

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