TERMS AND CONDITIONS

This document sets out the legally binding Terms and Conditions of Service (“Agreement”) governing all services provided by Lift & Drop Logistics (“the Company”, “we”, “us”, or “our”) to any individual, business, or organisation (“Customer”, “you”, or “your”) that accesses, uses, or engages with any of our courier, dispatch, freight, or logistics services.

By booking, requesting, or accepting any service from Lift & Drop Logistics — whether in person, via telephone, WhatsApp, social media, website, or any other channel — you conclusively agree to be bound by these Terms and Conditions in full. If you do not agree to any part of these Terms, you must not use our services.

IMPORTANT: These Terms constitute a legally enforceable contract under the laws of the Republic of Ghana. In the event of any dispute, these Terms shall be the primary reference document.

SECTION 1 — DEFINITIONS

The following terms shall have the meanings assigned to them throughout this Agreement:

  • “Company” / “Lift & Drop Logistics” / “we” / “us” / “our” — refers to Lift & Drop Logistics, a courier and logistics service provider registered and operating in Ghana, with its principal office in Odorkor, Accra.
  • “Customer” / “Client” / “Sender” / “you” / “your” — refers to any individual, sole trader, partnership, limited liability company, corporation, or other legal entity that engages or uses the Company’s services, whether directly or through an authorised representative.
  • “Recipient” — refers to the person or entity designated by the Customer to receive a Consignment at the delivery address.
  • “Consignment” / “Parcel” / “Item” / “Package” — refers to any goods, documents, packages, or items entrusted to the Company for collection, transportation, storage, or delivery.
  • “Rider” / “Agent” / “Courier” — refers to any employee, contractor, or third-party representative engaged by the Company to perform pickup, delivery, or logistics services.
  • “Service” — refers to any courier, dispatch, freight forwarding, errand running, bulk delivery, intercity or international logistics service provided by the Company.
  • “Delivery Confirmation” — refers to any form of acknowledgement — including a signature, mobile money receipt, photograph, WhatsApp confirmation, or digital record — confirming that a Consignment has been delivered.
  • “Force Majeure Event” — refers to any event or circumstance beyond the reasonable control of the Company, including but not limited to natural disasters, civil unrest, government restrictions, fuel crises, or network failures.
  • “Business Day” — refers to any day that is not a public holiday in Ghana, typically Monday through Friday, 8:00 AM to 6:00 PM GMT.

SECTION 2 — SERVICES PROVIDED

2.1 Scope of Services

Lift & Drop Logistics provides the following services, subject to availability and operational capacity:

  • Same-Day Delivery — Door-to-door delivery within Accra and Greater Accra on the day of booking, subject to order cut-off times.
  • Scheduled Deliveries — Pre-arranged deliveries made on a date and time agreed upon between the Company and the Customer.
  • Bulk Order Dispatch — High-volume or multi-item delivery services for businesses and e-commerce sellers.
  • Nationwide Station Dispatch — Intercity and nationwide delivery services through registered dispatch stations and partner networks across Ghana.
  • Pickup & Drop-Off Services — Collection of items from the Customer’s location and delivery to specified destinations.
  • Business Logistics Support — Dedicated dispatch and courier management solutions for corporate clients and commercial enterprises.
  • Parcel Forwarding Services — Collection, consolidation, and onward forwarding of parcels.
  • International Freight — Cross-border shipping, including Ghana-to-UK freight forwarding, subject to applicable customs regulations, duties, and additional terms.
  • Errand Running Services — Proxy errands on behalf of Customers within Accra.

2.2 Service Availability

The Company does not guarantee uninterrupted availability of any Service. Service availability may be affected by factors including, but not limited to:

  • Geographic limitations or restricted access areas
  • Weather, road, or traffic conditions
  • Public or national holidays
  • Operational capacity constraints
  • Force Majeure Events

The Company will make reasonable efforts to inform Customers of any material service disruptions in advance where practicable.

2.3 Service Modifications

Lift & Drop Logistics reserves the right to introduce, modify, suspend, or discontinue any Service at any time, with or without prior notice. Customers will be notified of significant changes through the Company’s official communication channels.

SECTION 3 — CUSTOMER OBLIGATIONS & RESPONSIBILITIES

3.1 Accurate Information

The Customer is solely responsible for providing complete, accurate, and current information at the time of booking, including:

  • Full name of sender and recipient
  • Valid and active contact telephone numbers for both sender and recipient
  • Precise and detailed delivery address, including landmark descriptions where applicable
  • Accurate description of the Consignment, including weight, dimensions, and nature of contents
  • Any special delivery instructions or handling requirements

The Company shall not be liable for any delay, loss, failed delivery, or misdelivery resulting from inaccurate, incomplete, or misleading information provided by the Customer. Additional charges may apply to rectify such issues.

3.2 Packaging Requirements

The Customer is responsible for ensuring that all Consignments are:

  • Properly and securely packaged to withstand the normal handling conditions of courier transportation
  • Labelled clearly with the recipient’s full name, address, and contact number
  • Sealed appropriately to prevent spillage, breakage, or tampering
  • Wrapped with sufficient protective material where contents are fragile or sensitive

The Company reserves the right to refuse to accept any Consignment that it reasonably deems to be inadequately packaged or labelled. Refusal of a Consignment on such grounds shall not entitle the Customer to any refund of booking fees where already paid.

3.3 Declaration of High-Value and Fragile Items

Prior to dispatch, the Customer must declare in writing (including via WhatsApp or electronic message):

  • Any item with a declared value exceeding GHS 500.00
  • Any fragile, breakable, or irreplaceable items
  • Any perishable goods requiring time-sensitive delivery
  • Any items requiring special handling, refrigeration, or climate control

Failure to make the required declaration may result in limited or no compensation in the event of damage, loss, or delay. Declaration of value is essential to determine applicable liability and insurance coverage.

3.4 Customer Conduct

The Customer agrees to:

  • Treat Company staff, Riders, and Agents with respect and dignity at all times
  • Not attempt to influence Riders or Agents to violate Company policy or applicable law
  • Provide a safe and accessible environment for Riders performing pickup or delivery
  • Not request or require Riders to transport prohibited items, even under direct instruction
  • Comply with all applicable Ghanaian laws in connection with the use of the Company’s services

SECTION 4 — PROHIBITED ITEMS

4.1 Absolute Prohibitions

The Company absolutely prohibits the transportation, storage, or handling of the following items under any circumstances:

  • Illegal drugs, narcotics, or controlled substances under Ghanaian law
  • Firearms, ammunition, explosives, or any component thereof
  • Flammable, combustible, or hazardous chemical materials, including aerosols exceeding regulatory limits
  • Biological, radioactive, or toxic materials
  • Counterfeit goods, pirated materials, or goods in violation of intellectual property rights
  • Human remains, whether whole or partial
  • Live animals (unless otherwise agreed in writing under specific animal transport arrangements)
  • Child-endangering materials, including child sexual abuse material (CSAM)
  • Any item prohibited, restricted, or regulated under the laws of the Republic of Ghana or the destination country
  • Currency, negotiable instruments, precious metals, or precious stones above declared and insured values, without prior written arrangement

4.2 Conditionally Restricted Items

The following items may be transported only with prior written approval from the Company and subject to special conditions:

  • Alcohol and alcoholic beverages
  • Prescription medications and pharmaceutical products
  • Electronic devices of high value
  • Perishable food items requiring refrigeration
  • Legal documents, contracts, or identity documents

4.3 Right of Inspection

The Company reserves the right to inspect any Consignment at any time where there is reasonable suspicion that it contains prohibited or restricted items. Any Consignment found to contain prohibited items may be:

  • Seized and reported to the appropriate Ghanaian authorities
  • Returned to the Customer at the Customer’s cost
  • Disposed of in accordance with applicable law

The Customer may be held legally liable for any loss, damage, costs, penalties, or legal proceedings arising from the transportation of prohibited items.

WARNING: Knowingly tendering prohibited items for transport is a criminal offence under Ghanaian law. Lift & Drop Logistics will cooperate fully with law enforcement authorities in all such cases.

SECTION 5 — DELIVERY TIMELINES & EXPECTATIONS

5.1 Estimated Timelines

All delivery timeframes provided by the Company are estimates only. They do not constitute guaranteed delivery times unless expressly stated in a separate written Service Level Agreement. Standard expected timelines are as follows:

  • Same-Day Delivery (Accra): Typically within 2–6 hours of confirmed pickup, subject to order placement before cut-off time
  • Nationwide / Intercity Dispatch: Typically 1–3 Business Days depending on destination
  • International Freight (Ghana–UK): Subject to customs clearance, carrier schedules, and applicable regulations — typically 5–14 working days

5.2 Factors Affecting Delivery

Timelines may be affected by:

  • Traffic congestion and road conditions in Accra and across Ghana
  • Weather or natural conditions
  • Public holidays or emergency government restrictions
  • Recipient unavailability at the time of delivery
  • Customs inspection, duties, or border control delays (international shipments)
  • Vehicle breakdown or unforeseen operational challenges
  • High-volume dispatch periods (e.g., festive seasons)

5.3 Liability for Delays

Lift & Drop Logistics shall not be held financially liable for delays resulting from circumstances beyond its direct operational control. Where a delay is attributable to a fault of the Company, the Customer may be entitled to a partial refund of the delivery fee in accordance with Section 11 of this Agreement.

SECTION 6 — PICKUP & DELIVERY PROCESS

6.1 Booking Confirmation

All service bookings must be confirmed by the Company before a Rider is dispatched. Confirmation may be made via telephone, WhatsApp message, website booking, or other approved communication channel. The Company reserves the right to decline any booking without providing a reason.

6.2 Pickup

Upon dispatch:

  • The assigned Rider will contact the Customer or Sender to confirm pickup arrangements.
  • The Customer or an authorised representative must be available at the stated pickup location at the agreed time.
  • A waiting period of up to 15 minutes will be granted. Where the Rider is required to wait beyond this period, additional waiting time charges may apply.
  • The Company is not responsible for delays caused by the Customer’s unavailability at pickup.

6.3 Delivery

Upon arrival at the delivery address:

  • The Rider will make at least one genuine attempt to contact the Recipient and deliver the Consignment.
  • Proof of delivery will be recorded via signature, photograph, WhatsApp confirmation, or electronic record.
  • Where the Recipient is unavailable after reasonable attempts, a failed delivery will be recorded. Re-delivery fees may apply.
  • The Company shall not be required to leave a Consignment unattended at any location without explicit written authorisation from the Customer.

6.4 Failed Deliveries

A delivery shall be deemed to have failed where:

  • The Recipient is unreachable by phone and not present at the delivery address
  • The delivery address provided is incorrect, incomplete, or does not exist
  • The Recipient refuses to accept the Consignment
  • The delivery environment is deemed unsafe by the Rider
  • The Recipient demands alteration of agreed delivery terms at the point of delivery

In the event of a failed delivery:

  • The Customer will be notified promptly.
  • A re-delivery may be arranged at an additional charge.
  • Storage fees may apply after 24 hours of failed delivery if the item is retained by the Company.
  • Items left unclaimed for more than 14 calendar days may be returned to the sender or disposed of in accordance with Company policy, with any associated costs charged to the Customer.

SECTION 7 — PAYMENT TERMS & CONDITIONS

7.1 Accepted Payment Methods

Lift & Drop Logistics accepts payment via the following methods:

  • Mobile Money (MTN MoMo, Vodafone Cash, AirtelTigo Money)
  • Cash payment to the assigned Rider or at Company premises
  • Bank transfer to the Company’s designated account
  • Other approved digital payment platforms as communicated from time to time

7.2 Pricing & Charges

Delivery fees are calculated based on one or more of the following factors:

  • Distance between pickup and delivery locations
  • Weight, size, and volume of the Consignment
  • Service type selected (same-day, scheduled, bulk, intercity, international)
  • Urgency or express handling requirements
  • Waiting time beyond the 15-minute grace period
  • Declared value requiring special insurance or handling
  • Additional handling requirements (e.g., fragile items, oversized goods)

Prices are subject to change without prior notice. The price quoted at the time of booking shall apply to that specific booking.

7.3 Payment Timing

Unless otherwise agreed in writing:

  • Payment is due at the time of booking or upon delivery, as agreed with the Customer.
  • Corporate clients operating on credit terms must settle invoices within the period stipulated in their Business Partnership Agreement.
  • The Company reserves the right to withhold delivery of a Consignment pending payment clearance where cash on delivery (COD) terms apply.

7.4 Outstanding Balances & Debt Recovery

Where a Customer has an outstanding unpaid balance:

  • The Company may suspend all services to that Customer without notice.
  • Ongoing deliveries in transit may be placed on hold until outstanding dues are settled.
  • The Company reserves the right to pursue recovery of unpaid amounts through legal proceedings, including small claims or civil court action, in accordance with Ghanaian law.
  • Interest may accrue on outstanding amounts at a rate of 2% per month from the invoice due date.

7.5 Receipts & Invoices

A receipt or invoice will be provided to the Customer upon request. Electronic receipts may be issued via WhatsApp or email. Corporate clients will receive monthly invoices for services rendered during the invoice period.

SECTION 8 — LIABILITY & LIMITATION OF LIABILITY

8.1 Standard of Care

Lift & Drop Logistics shall exercise reasonable care and diligence in handling, transporting, and delivering all Consignments. The Company takes responsibility for its operational processes and the conduct of its Riders and Agents in the performance of the agreed Service.

8.2 Maximum Liability

Unless the Customer has declared a higher value in writing prior to dispatch, the Company’s maximum liability in respect of any single Consignment shall be limited to:

  • The lower of: (i) the proven market value of the item at the time of loss or damage; or (ii) GHS 1,000.00 per Consignment for domestic deliveries; or (iii) the delivery fee paid for that Consignment multiplied by five (5), whichever is lesser.

For international shipments, liability shall be further governed by applicable international freight conventions and carrier limitations.

8.3 Reduced Liability

The Company’s liability shall be reduced or excluded where:

  • The Customer failed to declare the value or nature of the item prior to dispatch
  • Damage or loss resulted from inadequate, defective, or improper packaging by the Customer
  • The Customer provided incorrect or incomplete delivery information
  • Damage resulted from the inherent nature or defect of the item itself
  • Loss or damage occurred due to a Force Majeure Event
  • The Recipient or a third party contributed to or caused the loss or damage

8.4 Exclusion of Consequential Loss

To the fullest extent permitted by applicable law, Lift & Drop Logistics shall not be liable for:

  • Loss of revenue, profit, or business opportunity
  • Loss of data or information
  • Indirect, incidental, special, or consequential damages
  • Losses arising from delays not directly caused by the Company’s negligence
  • Damage to third parties resulting from a Customer’s Consignment

NOTE: Nothing in this Agreement limits liability for death, personal injury, or fraud caused by the Company’s own gross negligence or wilful misconduct.

SECTION 9 — COMPENSATION & CLAIMS PROCEDURE

9.1 Notification of Claims

Any claim for loss, damage, delay, or failed delivery must be:

  • Reported to the Company within 24 hours of the scheduled or actual delivery date
  • Submitted via telephone (0591656364), WhatsApp, or email to the Company’s official communication channels
  • Accompanied by: proof of identity, booking reference or details, description and estimated value of the affected item, photographic evidence where applicable, and any other relevant supporting documentation

9.2 Investigation Process

Upon receipt of a valid claim:

  • The Company will acknowledge receipt within 24 hours (Business Days).
  • An investigation will be conducted within 24–72 Business Hours.
  • The Customer will be notified of the outcome and any applicable compensation decision.

The Company reserves the right to request additional information or evidence during the investigation process. Failure to cooperate may result in dismissal of the claim.

9.3 Compensation Options

Where a claim is upheld, compensation may be awarded in one or more of the following forms, at the Company’s reasonable discretion:

  • Full refund of the delivery fee
  • Partial refund of the delivery fee
  • Compensation for the proven value of lost or damaged items (subject to declared value and liability limits in Section 8)
  • Repair cost contribution for damaged items
  • Credit against future deliveries

9.4 Right to Reject Claims

The Company reserves the right to reject any claim where:

  • The claim is submitted outside the 24-hour notification window
  • Insufficient or fraudulent evidence is provided
  • The loss or damage is attributable to causes outside the Company’s control
  • The Customer was in breach of these Terms at the time of the incident

SECTION 10 — CANCELLATION POLICY

10.1 Cancellation Before Pickup

Where a Customer cancels an order before the assigned Rider has collected the Consignment:

  • No cancellation fee shall apply if the cancellation is made within 15 minutes of booking confirmation.
  • A partial handling or administrative fee may apply if the Rider has already been dispatched and is en route to the pickup location.

10.2 Cancellation After Pickup

Where a Customer cancels an order after the Rider has collected the Consignment:

  • A minimum of 50% of the agreed delivery fee shall be charged.
  • The full delivery fee may be charged where the Rider has covered more than 50% of the journey to the destination.
  • The Consignment will be returned to the sender, and a return handling fee may apply.

10.3 Cancellation by the Company

The Company reserves the right to cancel any booking in the following circumstances:

  • The Consignment is found to contain prohibited items
  • The pickup location is inaccessible or deemed unsafe
  • The Customer is unable to be reached to confirm pickup arrangements
  • Operational circumstances prevent completion of the Service

Where the Company cancels a booking through no fault of the Customer, a full refund of any fees already paid shall be provided.

SECTION 11 — REFUND & EXCHANGE POLICY

11.1 Eligible Refunds

A delivery fee refund may be issued where:

  • The delivery was not completed due to a verifiable fault of the Company
  • The Rider failed to make a genuine delivery attempt
  • The wrong item was delivered due to an operational error by the Company
  • The Consignment was delivered to the wrong address as a result of a Company error

11.2 Partial Refunds

Partial refunds may be granted where:

  • Significant and verifiable delays occurred due to operational failures within the Company’s control
  • The service rendered fell materially below the standard agreed at the time of booking
  • The Customer experienced a justifiable inconvenience directly attributable to Company error

11.3 Non-Refundable Circumstances

No refund shall be issued where:

  • The Customer provided an incorrect or incomplete delivery address
  • The Recipient was unreachable or unavailable at the time of delivery
  • The Customer cancelled the booking after dispatch of the Rider
  • Delays were caused by traffic, weather, road conditions, or Force Majeure Events
  • The item tendered violated the Company’s Prohibited Items policy
  • The Customer failed to ensure proper packaging, resulting in damage

11.4 Damaged Items — Claim & Compensation

Customers reporting damaged items must:

  • Notify the Company within 24 hours of delivery
  • Provide clear photographic evidence of the damage alongside original packaging
  • Provide proof of item value (receipt, invoice, or market price reference)

Compensation for damaged items shall be subject to the liability limits set out in Section 8.

11.5 Lost Items

Where an item is confirmed lost as a result of Company negligence:

  • The Customer must report the loss within 24 hours of the scheduled delivery time
  • The Company will conduct a thorough internal investigation
  • Compensation will be calculated based on the declared value of the item
  • Items not declared in advance shall attract limited compensation as set out in Section 8

11.6 Exchange Policy

Lift & Drop Logistics does not manufacture, sell, or supply products directly. Accordingly:

  • Product exchanges remain the responsibility of the seller and buyer.
  • The Company may, upon request, facilitate reverse logistics (collection and return of goods) for an applicable handling fee.
  • The Company does not guarantee the condition of returned items beyond the standard of care applied to the original delivery.

11.7 Refund Processing

Approved refunds shall be processed within 5–7 Business Days via the Customer’s original payment method or an agreed alternative.

SECTION 12 — PRIVACY & DATA PROTECTION

12.1 Data Collection

The Company collects Customer data for the sole purpose of providing and improving its services. Data collected may include name, contact number, delivery address, and transaction history.

12.2 Data Use

Customer data shall only be used for:

  • Processing and executing delivery orders
  • Customer communication and service notifications
  • Internal operational analysis and service improvement
  • Compliance with legal or regulatory obligations

12.3 Data Security

Lift & Drop Logistics shall take reasonable and proportionate measures to protect Customer data from unauthorised access, disclosure, or misuse. We do not sell, trade, or share Customer personal data with third parties for commercial purposes.

12.4 Retention

Customer data shall be retained for as long as is necessary for operational or legal purposes, and shall thereafter be securely deleted or anonymised in accordance with applicable Ghanaian data protection requirements.

SECTION 13 — BUSINESS PARTNERSHIPS & CORPORATE ACCOUNTS

Lift & Drop Logistics offers tailored solutions for businesses, e-commerce vendors, and corporate clients. Business partners may be eligible for the following benefits, subject to a separate written Business Partnership Agreement:

  • Custom pricing and volume-based discounts
  • Dedicated Riders and priority dispatch
  • Scheduled bulk order logistics
  • Monthly consolidated invoicing
  • Real-time delivery reporting and reconciliation
  • Dedicated account manager or point of contact

All business partnerships are governed by the terms of this Agreement in addition to any specific terms agreed in writing. In the event of conflict, the Business Partnership Agreement shall prevail.

SECTION 14 — FORCE MAJEURE

Lift & Drop Logistics shall not be in breach of these Terms, nor liable for any failure or delay in performing any Service, to the extent that such failure or delay is caused by a Force Majeure Event, including but not limited to:

  • Floods, fires, earthquakes, or other natural disasters
  • Riots, civil disturbances, protests, or acts of terrorism
  • Government actions, regulations, sanctions, curfews, or public health emergencies
  • National fuel shortages or supply chain disruptions
  • Telecommunications, internet, or network failures
  • Acts of war or national security emergencies

Where a Force Majeure Event occurs, the Company shall notify the Customer as soon as reasonably practicable. The Company shall use reasonable endeavours to resume services as quickly as possible following the cessation of the Force Majeure Event.

SECTION 15 — DISPUTE RESOLUTION

15.1 Informal Resolution

In the event of any dispute arising from or in connection with these Terms or any service provided by Lift & Drop Logistics, the parties shall first attempt to resolve the matter informally by contacting the Company at 0591656364 or via www.liftanddroplogistics.com within 14 calendar days of the dispute arising.

15.2 Mediation

Where informal resolution fails, the parties may agree to refer the dispute to a mutually acceptable mediator. The costs of mediation shall be shared equally unless otherwise agreed.

15.3 Legal Proceedings

Where mediation fails or is not agreed upon, either party may pursue legal proceedings in the courts of the Republic of Ghana. The Customer consents to the jurisdiction of Ghanaian courts in all matters arising from or in connection with these Terms.

15.4 Governing Law

This Agreement shall be governed by and construed in accordance with the laws of the Republic of Ghana, including but not limited to the Contracts Act, 1960 (Act 25), and any other applicable legislation.

SECTION 16 — GENERAL PROVISIONS

16.1 Amendments

Lift & Drop Logistics reserves the right to amend, update, or replace these Terms at any time. The most current version of the Terms shall be published on www.liftanddroplogistics.com. Continued use of our services following the publication of amended Terms constitutes acceptance of the revised Terms.

16.2 Severability

If any provision of these Terms is found to be invalid, unlawful, or unenforceable under applicable law, such provision shall be severed from the Agreement without affecting the validity or enforceability of the remaining provisions.

16.3 Entire Agreement

These Terms, together with any applicable Business Partnership Agreement, constitute the entire agreement between the Company and the Customer with respect to the subject matter hereof, and supersede all prior representations, negotiations, or understandings.

16.4 Waiver

Failure by either party to enforce any right or remedy under these Terms shall not constitute a waiver of that right or remedy and shall not prevent the enforcement of such right or remedy on a future occasion.

16.5 Assignment

The Customer may not assign or transfer any rights or obligations under this Agreement without the prior written consent of the Company. The Company may assign its rights and obligations to a successor entity without the Customer’s consent.

ACCEPTANCE & ACKNOWLEDGEMENT

By engaging with the services of Lift & Drop Logistics, the Customer confirms that they have read, understood, and agree to be bound by these Terms and Conditions of Service and Refund & Compensation Policy in their entirety.