Legal

Terms of Service

Effective: 4 October 2026 · Version: 1.1

Please read these Terms of Service carefully before using Skyzone Cargo & Travel Agency's website, booking platform, or any of our services. By making a booking, requesting a quote, or using an account with us, you confirm that you have read and agree to these terms. If you do not agree, please do not use our services.

1. Services Description
2. User Responsibilities
3. Payment Terms
4. Cancellation Policy
5. Refund Policy
6. Prohibited Items
7. Carrier Terms and Pricing
8. Liability Limitations
9. Intellectual Property
10. Account Termination
11. Dispute Resolution
12. Changes to These Terms
13. Contact Us

Section 1

Services Description

Skyzone Cargo & Travel Agency provides the following services from Eastleigh, Nairobi, operating globally:

Cargo & Freight

Air freight (import & export)
Sea freight (FCL & LCL)
Land / road freight
Door-to-door delivery
Cargo packing
Warehousing
Cold chain logistics

Travel & Visa

Hajj & Umra travel packages
Tourist & holiday packages
Hotel bookings
Tour packages
Visa processing assistance (Tourist, Study, Work, Residence)
Travel documentation support

Service availability, pricing, and timelines are subject to carrier schedules, government regulations, and operational conditions. We act as a freight forwarder and travel facilitator. We are not an airline, shipping line, or visa-issuing authority. Cargo is carried by third-party carriers (such as FedEx), and each shipment is subject to the carrier's conditions as set out in Section 7.

Section 2

User Responsibilities

By using our services, you agree to the following:

Accurate information:You must provide accurate, complete, and up-to-date information for all bookings, cargo declarations, and accounts. Providing false information may result in service refusal, legal liability, and account termination.

Lawful use only:You must not use our platform for unlawful purposes, including shipping prohibited items, money laundering, fraud, or facilitating illegal activities.

Cargo declaration:You are legally responsible for accurately declaring the contents, value, and nature of all cargo. Under-declaration, mis-declaration, or failure to declare restricted items is a criminal offence under Kenyan customs law.

Shipment details:You must give correct sender and recipient details and the actual weight, dimensions, and number of packages. Carriers check the weight and size of shipments, and you are responsible for any extra charges that result from incorrect details.

Packing:Unless we pack your goods for you, you are responsible for packing them well enough for international transport. Goods you packed travel at your risk, and carriers do not pay claims for damage caused by poor packing.

Inspection:We, the carrier, and customs or other authorities may open, inspect, and X-ray any shipment. By booking, you agree to this.

Your goods, your responsibility:You must repay us any fine, penalty, charge, damage, or claim we face because of your goods or the information you gave us, including goods that are prohibited, dangerous, wrongly declared, or badly packed.

Payment timing:Payment or proof of payment must be provided within 48 hours of booking confirmation unless otherwise agreed in writing with our team.

Account security:If you have an account with us, you are responsible for keeping your sign-in details secure. Notify us immediately if you suspect unauthorised access.

Minimum age:You must be at least 18 years old to make a booking or hold an account.

Section 3

Payment Terms

We accept the following payment methods:

📱

M-Pesa

M-Pesa Send Money to 0725 125 975 (Skyzone Cargo & Travel Agency)

💵

Cash

Visit our office: Hodo Souk Building, 1st Floor F1, Eastleigh, Nairobi

All prices are quoted in Kenyan Shillings (KES) unless otherwise stated.

A quote is valid at the time it is given. Until you book, it may change with exchange rates, fuel surcharges, carrier tariffs, and other carrier surcharges and fees, which carriers may change at any time without notice.

Once your booking is made, its price is fixed. It changes only if you change the booking or the details you gave turn out to be incorrect.

Freight rates are based on actual or volumetric weight, whichever is greater.

Send proof of payment (screenshot or receipt) to our WhatsApp: 0725 125 975 for confirmation.

Services will not commence until payment is confirmed, except where a credit account has been agreed in writing.

Duties and taxes:Customs duties, taxes, and similar government charges are separate from freight charges, and the carrier normally collects them from the recipient. If the recipient does not pay them, or they are charged to us, you must pay them on receipt of our invoice or notice, and before release of the goods where we ask.

Refused or undeliverable shipments:If the recipient refuses a shipment or cannot be found, or customs or the carrier holds or returns it, you must pay the carrier's charges that result, including return, storage, and disposal. If you give no instructions in time, the carrier may return or dispose of the shipment.

Credit accounts:Credit is a privilege, not a right. Where we agree credit in writing, payment is due by the agreed date. If an account is overdue, we may withdraw credit, withdraw special pricing, and suspend services.

Section 4

Cancellation Policy

Cargo Shipping — Cancellation Policy

For Cargo Shipping (air, sea, land, door-to-door):

You may cancel a cargo shipment at any time before the carrier receives it. There is no notice period and no cancellation fee, and we refund what you paid. If we have already packed your goods, we keep the packing charge.

After the carrier has received your shipment, you may still ask us to cancel or recall it. Whether it can be stopped is the carrier's decision. We refund only the amount the carrier refunds or credits to us, after we receive it. From that amount we deduct the charges for services we have already provided, such as packing, and any return, storage, or duty charges. If the carrier refunds nothing, no refund is due.

Travel Packages — Cancellation Policy

For Travel Packages (Hajj & Umra, tourist packages, hotel bookings, tours):

Before we have made a booking for you, you may cancel and we refund what you paid, less the charges for services we have already provided.

Once we have made a booking for you, cancellation and refunds are decided by the airline, hotel, tour operator, or other body concerned, under its own policy. We refund only what that body refunds to us, after we receive it.

Visa Services — Cancellation Policy

For Visa Services (tourist, study, work, residence, Hajj visas):

Before we have lodged your application, you may cancel and we refund what you paid, less the charges for services we have already provided.

Once we have lodged an application for you, cancellation and refunds are decided by the embassy, consulate, or other authority concerned, under its own policy. We refund only what that body refunds to us, after we receive it. Government visa application fees are usually not refundable, whatever the outcome.

To cancel, contact us: 0725 125 975 or Skyzonecargo3@gmail.com.

Section 5

Refund Policy

M-Pesa refunds:Processed to the original M-Pesa number within 5–7 business days of approval.

Cash refunds:Available for collection from our Eastleigh office within 3 business days of approval.

Partial refunds:Where a partial refund is due, we will deduct any costs already incurred (processing fees, carrier charges and deposits, duties and taxes paid on your behalf, hotel deposits) before issuing payment.

Non-refundable items:Visa application fees, government levies, carrier charges already incurred, certain airline charges, and any service fees clearly marked as non-refundable at the time of booking.

Section 6

Prohibited Items

The following items are strictly prohibited from being shipped through our services. Attempting to ship any prohibited item is a criminal offence and will be reported to the relevant authorities:

Dangerous Goods

✕Explosives, firearms, and ammunition (without proper licensing)
✕Flammable liquids and gases
✕Radioactive materials
✕Corrosive substances
✕Toxic or infectious substances

Illegal Items

✕Narcotics and controlled substances
✕Counterfeit goods and pirated materials
✕Endangered wildlife (CITES-listed species)
✕Stolen property
✕Items banned by the destination country

Restricted Without Permits

✕Prescription medication (without documentation)
✕Certain food items (plant / animal origin)
✕Currency above KES 1,000,000 (requires CBK declaration)
✕Items subject to sanctions or embargoes
✕Alcohol (needs a separate written agreement with us and the carrier)

Other Prohibited

✕Human remains or cremated ashes (require special handling)
✕Live animals (without IATA-compliant containers & documentation)
✕Perishables without proper temperature control agreement
✕Any item that a carrier or the law prohibits or restricts, unless a separate written agreement covers it

Express shipments. For shipments sent by express carrier (FedEx), the carrier's own list of prohibited and restricted items also applies, and it is stricter than the list above. For example, it does not accept cash, and generally does not accept perishable goods, human remains, or live animals.

This list is not exhaustive. Contact us before shipping any item you are unsure about. We reserve the right to refuse any shipment at our discretion.

Section 7

Carrier Terms and Pricing

7.1 Carrier conditions:Every shipment is carried by a third-party carrier and is subject to that carrier's conditions of carriage, service guide, and air waybill in effect on the date of shipment. By booking, you accept them. FedEx publishes its conditions of carriage on fedex.com. Carriers may change their rates, surcharges, and fees at any time, and our quotes change with them as set out in Section 3.

7.2 Our prices:Our quotes are Skyzone's own prices for our services. They do not entitle you to any carrier's rates, discounts, or account terms, and we do not disclose the rates we pay to carriers.

7.3 Confidentiality:Prices we publish on our website are public. Any negotiated quote, trade price, or other commercial terms we give you are confidential. Do not publish them or pass them to other parties, except to your own professional advisers or where the law requires.

7.4 Space and volume:A carrier may refuse or delay a shipment, or waive its delivery commitments and money-back guarantees, where space is not confirmed or the volume or weight is well above what it expected.

7.5 Carrier changes:If a carrier changes its terms, withdraws a service, or our arrangement with that carrier changes or ends, we may change the carrier or service, change our prices for new bookings, or suspend the service. We will handle shipments already handed to a carrier as far as the carrier does.

Section 8

Liability Limitations

Carrier Liability

As a freight forwarder, we hand your cargo to a carrier. If cargo is lost or damaged while the carrier has it, our liability is limited to the amount the carrier pays us for that shipment under its conditions of carriage, and we pass that amount on to you in full. If the carrier pays nothing, we owe nothing.

Declared value:The carrier does not insure your goods. Its liability is limited under its conditions of carriage, usually by weight, unless you declare a higher value and pay the carrier's extra charge when you book. Some goods, such as jewellery, art, and antiques, have a lower limit whatever value is declared. For high-value goods we recommend arranging your own cargo insurance.

Claims:Claims for loss or damage follow the carrier's rules and time limits. Tell us in writing as soon as you know of a problem, and keep the box, packing, and documents, so that we can file within the carrier's limit. The recipient should note any damage when signing for the shipment. If the carrier rejects a claim, including for being late, we are not liable for it. A claim is considered only once the shipment's charges are paid, and you may not deduct a claim from charges you owe us.

Indirect loss:We are not liable for indirect or consequential loss, such as lost income, profit, or business, however it arises.

Delays:Delivery times are estimates, and we do not refund charges for late delivery. We are not liable for delays caused by customs clearance, adverse weather, airline disruptions, strikes, or other circumstances beyond our direct control. A carrier's delivery or money-back guarantee is between the carrier and us, and the carrier may withdraw it (see Section 7.4).

Travel services:For travel packages, our liability is limited to the amounts recoverable from airlines, hotels, and tour operators. We are not responsible for acts or omissions of third-party service providers.

Visa outcomes:Visa processing assistance does not guarantee visa approval. This is at the sole discretion of the destination country's immigration authority. Application fees are non-refundable.

Force majeure:Neither party is liable for failure to perform obligations due to events beyond reasonable control: natural disasters, epidemics, government actions, war, or acts of God.

Section 9

Intellectual Property

Skyzone Owns

The Skyzone Cargo & Travel Agency brand and logo
Website design, layout, and code
Service descriptions, pricing structures, and rates
All content created by Skyzone staff

You Own

Your personal data and account information
Documents you give us (passports, permits, etc.)
Content you submit to us (descriptions, notes)

You may not reproduce, distribute, or create derivative works from any Skyzone content without prior written permission.

Section 10

Account Termination

We reserve the right to refuse service, or to suspend or terminate your account, with or without notice if:

✕You breach any provision of these Terms of Service
✕You provide false or misleading information
✕You attempt to ship prohibited items
✕Your account is involved in fraudulent activity
✕You fail to pay for services received
✕We are required to do so by applicable law or regulatory authority

We may also suspend or change a service, or refuse new bookings for it, if a carrier changes, withdraws, or ends the terms on which we offer it (see Section 7.5).

Upon termination, your right to use our platform ceases immediately. Outstanding payment obligations survive termination. You may ask us to delete your account or your records at any time by contacting us. See our Privacy Policy for data retention details.

Section 11

Dispute Resolution

Step 1 — Direct Resolution

Contact our team directly at Skyzonecargo3@gmail.com or 0725 125 975. Most disputes are resolved within 7 business days.

Step 2 — Mediation

If direct resolution fails, both parties agree to attempt mediation through the Nairobi Centre for International Arbitration (NCIA) or a mutually agreed mediator before pursuing litigation.

Step 3 — Courts

These Terms are governed by the laws of the Republic of Kenya. Any disputes that cannot be resolved by mediation shall be subject to the exclusive jurisdiction of the courts of Nairobi, Kenya.

Section 12

Changes to These Terms

We may revise these Terms of Service at any time. We will notify account holders by email at least 14 days before material changes take effect. The updated effective date will be displayed at the top of this page. Continued use of our services after that date constitutes acceptance of the revised terms. If you do not agree with the changes, you may close your account before they take effect. Price changes under Section 3 and Section 7 are not changes to these Terms.

Section 13

Contact Us

Questions About These Terms?

Our team is happy to clarify any aspect of our Terms of Service.

📧Skyzonecargo3@gmail.com

📞0725 125 975

📍

Major Muriithi St, Hodo Souk Building

First Floor F1, Opposite Kulan Cafe

Eastleigh, Nairobi, Kenya