Acceptance of terms
These Terms of Service ("Terms") govern your use of delivery and courier dispatch services provided by Lueri International ("Lueri", "we", "us", "our"), a last-mile delivery business operating in Nairobi, Kenya, founded on 13 December 2023.
By booking a pickup, sending a booking request via WhatsApp, phone, or our website form, or otherwise using our services, you ("customer", "you") agree to be bound by these Terms. If you do not agree, please do not use our services.
Our service
Lueri provides last-mile parcel, document, and e-commerce delivery within Nairobi and select surrounding towns. Our services include:
- On-demand, single-item courier delivery for individuals
- Recurring pickup and dispatch arrangements for businesses and online sellers
- Priority same-day delivery for time-sensitive items
We do not currently offer cross-border or international freight. "International" in our name reflects our long-term ambition and professional service standard, not our current scope of operations.
Booking & quotes
You may book a delivery via our website form, WhatsApp, or phone. To provide an accurate quote, we require the pickup location, drop-off location, and a description of the item(s) being delivered, including approximate size and weight.
We confirm a price and estimated delivery window before dispatch. A booking is only confirmed once we have acknowledged it and provided a quote — submitting a form or message alone does not guarantee pickup.
Pricing & payment
Pricing for on-demand deliveries starts from KES 350 and varies based on pickup zone, drop-off zone, parcel size, and urgency. Business and recurring dispatch arrangements are priced individually and agreed in advance.
Payment is accepted via M-Pesa unless a corporate invoicing arrangement has been agreed in writing for repeat business clients. Payment is generally due before or at the point of pickup, unless otherwise agreed.
Prohibited items
We do not transport illegal goods, hazardous or flammable materials, weapons, cash or negotiable financial instruments, live animals, or any item prohibited under Kenyan law.
Fragile, perishable, or high-value items must be declared at the time of booking so we can confirm whether we are able to carry them safely. We reserve the right to decline any item at our discretion, including after pickup, if it is found to fall within a prohibited category.
Delivery timeframes
We aim for same-day delivery on most Nairobi routes when a booking is confirmed before our daily cut-off time (4:00 PM on working days). Delivery timeframes are estimates only and are not guaranteed. Traffic, weather, road closures, incorrect or incomplete addresses, and after-hours bookings can all affect delivery time.
We will communicate proactively if we become aware of a delay affecting your delivery.
Liability & claims
We take reasonable care in the handling and transport of every item. However, our liability for loss or damage to an item while in our custody is limited to the lower of:
- the declared value of the item as stated at the time of booking, or
- KES 5,000
unless a higher value has been agreed in writing in advance. We are not liable for consequential, indirect, or incidental losses, including loss of business or loss of profit arising from a delayed or failed delivery.
Claims for loss or damage must be reported to us within 24 hours of the scheduled or actual delivery time, whichever is later, together with reasonable supporting evidence.
Customer responsibilities
You are responsible for:
- Providing accurate pickup and drop-off addresses and contact details
- Ensuring the item is appropriately packaged for transport
- Declaring the true nature and value of the item(s) being sent
- Ensuring someone is available to hand over and receive the item at the agreed times
We are not responsible for delivery failures or delays caused by inaccurate information provided by the customer or the unavailability of a recipient.
Cancellations
You may cancel a booking free of charge before a rider has been dispatched for pickup. Once a rider has been dispatched, a cancellation fee may apply to cover time and distance already travelled. This will be communicated to you at the time of cancellation.
Privacy
We collect the information you provide when booking a delivery — such as your name, phone number, and pickup/drop-off addresses — solely to fulfil and coordinate your delivery. We do not sell your personal information to third parties.
Disputes & governing law
These Terms are governed by the laws of the Republic of Kenya. We encourage customers to raise any concerns directly with us first, via WhatsApp or phone, so we can resolve issues quickly and informally. Where a dispute cannot be resolved directly, it shall be subject to the jurisdiction of the courts of Kenya.
Changes to these terms
We may update these Terms from time to time to reflect changes in our services or operating practices. The effective date at the top of this page will be updated accordingly. Continued use of our services after changes are posted constitutes acceptance of the revised Terms.
Contact us
If you have any questions about these Terms, reach us at:
- WhatsApp / Call: +254 713 261 719
- Based in Nairobi, Kenya (remote-first; no walk-in office)
- Hours: Monday–Saturday, 8:00 AM – 7:00 PM (Sunday by arrangement)