Terms of service

1. What GO! is

GO! is a marketplace. We connect customers who want a package delivered with independent couriers who carry it, we set and collect the price, and we run the systems that track the delivery and resolve problems with it.

GO! does not employ couriers and does not itself carry packages. Couriers are independent and choose which deliveries to accept. GO! is not a freight company, a warehouse, a fulfilment service, a passenger transport service, or a bank.

2. Who can use GO!

To request a delivery you need a verified phone number. We may ask for identity documents where the value of a delivery or the risk attached to an account warrants it, and we will say why when we do.

Couriers must complete identity verification before their first delivery. Which documents are required depends on the transport they use. Documents that expire must be renewed; you will be warned 30, 14 and 7 days before expiry.

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 on discovering that its contents were not as described, without penalty to them, and report it. Delivery protection does not apply to prohibited or misrepresented items.

5. Price and payment

You are shown an itemised price before you confirm a delivery: base fee, distance, package size, urgency, and any optional protection. That quote holds for 10 minutes. Once you accept it, the price of the delivery is fixed.

Charges can be added after acceptance only for things that happen afterwards:

• Waiting time beyond the first 10 minutes at pickup or destination
• An additional stop you ask for
• A return, where the delivery could not be completed
• A size discrepancy, where the package was not what was described
• An upgrade to protection that you request

Each of these is named and notified when it is applied. None of them is applied silently.

Payment is by cash or EcoCash. Prices are in US dollars. No card details are ever handled by or stored on GO! systems.

Demand-based pricing is not in use in Harare. If it is introduced, it is capped and disclosed on the quote before you accept it.

6. Handover and the PIN

Every delivery has a six-digit PIN. It is sent to the recipient and it is the only way a delivery is completed: the courier must enter it, and the courier is never shown it. We store it as a hash, so nobody at GO! can retrieve it either.

After three 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:

• Before a courier accepts, you may cancel free of charge.
• After a courier accepts but before pickup, a cancellation fee applies, part of which compensates the courier for travelling.
• 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 GO!.

8. Delivery protection

Cover up to $50 is included with every delivery. Higher cover — to $200 or $500 — can be added before you confirm. We do not offer cover above $500; a delivery of higher declared value is either refused or accepted with protection explicitly excluded, and you are told which before you confirm.

GO! never offers unlimited liability for the contents of a package. Details, including what is excluded, are in the delivery protection policy.

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.

Money already earned by a courier is always paid, including where their account is restricted or removed. Withholding earned money is not an enforcement measure GO! uses.

11. Couriers

Couriers are independent. GO! takes a commission on each completed delivery — 20% at launch in Harare. Couriers see what a delivery pays before accepting it and what they earned after completing it.

There is a minimum earning per delivery. Waiting time charged to a customer is passed through to the courier who waited. Where a customer cancels after a courier has already travelled, the courier is compensated for that travel. Promotional discounts are funded from GO! commission and never reduce courier earnings.

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

What GO! covers for the contents of a package is set out in section 8 and in the delivery protection policy. Those limits are real and they are stated before you confirm a delivery.

14. Changes to these terms

15. Governing law