About TOOMABIZ
TOOMABIZ ("TOOMABIZ", "we", "us", "our") is a last-mile delivery and errand platform operating in Nairobi, Kenya and its environs. We provide fast, reliable delivery services through our team of delivery partners.
By registering an account or placing an order with TOOMABIZ, you ("Customer", "you") agree to be bound by these Terms and Conditions in their entirety. If you do not agree, you must not use our services.
Eligibility & Registration
To use TOOMABIZ services, you must:
- Be at least 18 years of age
- Provide accurate and complete registration information including your full name, phone number, and valid email address
- Maintain the confidentiality of your account credentials
- Notify us immediately of any unauthorized use of your account
You are responsible for all activity that occurs under your account. TOOMABIZ reserves the right to suspend or terminate accounts found to contain false information or used in violation of these terms.
Corporate Accounts
Businesses registering as corporate customers must provide accurate company information. Corporate accounts are subject to additional terms agreed upon during onboarding, including custom pricing and credit arrangements.
Service Coverage
TOOMABIZ operates primarily within Nairobi County and select bordering areas including but not limited to: Kikuyu, Limuru, Ruiru, Thika, Syokimau, Mlolongo, Rongai, and Karen.
Deliveries outside our standard coverage area may be accommodated at our discretion and may attract additional charges. The applicable fee will be calculated based on the actual distance at the time of ordering.
We reserve the right to modify our service area at any time without prior notice.
Placing Orders
Order Accuracy
You are responsible for providing accurate pickup and delivery addresses, recipient contact details, and item descriptions. TOOMABIZ shall not be liable for failed or incorrect deliveries arising from inaccurate information provided by the customer.
Recipient Availability
You must ensure the recipient is available to receive the delivery. If a recipient is unavailable, our team will attempt to contact them. Failed delivery attempts may result in additional charges for re-delivery.
Item Handover
When handing over items to our delivery team, you confirm that the items comply with our prohibited items policy and that they are adequately packaged for safe transit.
Order Confirmation
An order is only confirmed upon successful payment processing or credit authorization for post-pay customers. TOOMABIZ reserves the right to cancel orders that cannot be fulfilled.
Prohibited Items
The following items are strictly prohibited from being transported via TOOMABIZ under any circumstances:
- Illegal substances, narcotics, or controlled drugs
- Firearms, ammunition, and weapons of any kind
- Explosive materials, flammable liquids, and hazardous chemicals
- Stolen goods or items obtained through illegal means
- Live animals (except where expressly pre-approved)
- Human remains or body parts
- Counterfeit goods and pirated materials
- Perishable items requiring temperature-controlled transport (unless expressly agreed)
Age-Restricted Items
Alcohol and tobacco products may only be ordered and received by persons aged 18 years or older. By ordering such items, you confirm that both you and the recipient meet the legal age requirement. Our team is authorized to refuse delivery if the recipient appears to be underage.
Pricing & Payments
Standard Pricing
Standard delivery fees are calculated based on distance. Additional surcharges may apply for heavy items, high-value items, fragile items, and multi-stop errands. The applicable fee is always displayed and confirmed before order placement.
Custom & Corporate Pricing
Customers on negotiated or corporate pricing plans will be charged according to their agreed rate. Your current pricing plan is visible on your dashboard.
Payment
Payment is required at the time of order placement via M-Pesa. Approved customers may access our post-pay credit facility (see Section 7). Payment details for invoice settlement are provided on your invoice.
Price Accuracy
The delivery fee displayed at checkout is calculated based on estimated distance. TOOMABIZ reserves the right to correct pricing errors. In case of a discrepancy, you will be notified before order confirmation.
Post-Pay & Credit Accounts
Eligible customers may be approved for a post-pay credit account, allowing orders to be placed without upfront payment. Post-pay accounts are subject to:
- A credit limit set and adjustable by TOOMABIZ administration
- Payment terms of 7, 14, or 30 days as agreed upon account setup
- Regular invoicing — daily, weekly, or monthly as agreed
- Suspension of post-pay privileges upon exceeding credit limits or payment defaults
Payment of Invoices
Invoices must be settled by the due date using the payment details provided on your invoice. Always include your invoice number as the payment reference to ensure timely reconciliation.
Default & Collections
Failure to settle invoices by the due date may result in account suspension, withdrawal of post-pay privileges, and referral to debt collection. TOOMABIZ reserves the right to pursue outstanding balances through legal channels under Kenyan law.
Loyalty Points
TOOMABIZ operates a loyalty points programme for registered customers:
- Points are awarded on completed deliveries at our current rates
- Points may be redeemed as a discount on future orders
- Points have no cash value and cannot be transferred between accounts
- Points expire if an account is inactive for 12 consecutive months
- TOOMABIZ reserves the right to modify, suspend, or terminate the loyalty programme at any time
- Accumulated points will be forfeited upon account termination
Cancellations & Refunds
Cancellation Before Pickup
You may cancel an order without penalty before our delivery team has been assigned. Once a delivery has been accepted and is underway, a cancellation fee may apply.
Cancellation After Pickup
Orders cannot be cancelled once your items have been collected. The full delivery fee remains payable in such cases.
Refund Eligibility
Refunds may be considered in the following circumstances:
- Duplicate payment due to a verified system error
- Order cancelled by TOOMABIZ due to inability to fulfil the delivery
- Provable non-delivery where TOOMABIZ is at fault
Refund Process
Approved refunds will be processed via M-Pesa to the original payment number within 3–5 business days. Refund requests must be submitted within 48 hours of the order date via support@toomabiz.co.ke or WhatsApp 0759 987 256.
Liability & Insurance
Our Responsibility
TOOMABIZ will make reasonable efforts to ensure safe and timely delivery. We accept limited liability for loss or damage to items in transit attributable to our delivery team, up to a maximum of KES 5,000 per order unless otherwise agreed in writing.
Limitations
TOOMABIZ shall not be liable for:
- Loss or damage arising from inadequate packaging by the customer
- Delays caused by traffic, weather, or circumstances beyond our control
- Items that violate our prohibited items policy
- Indirect, consequential, or incidental losses
- Loss of business, revenue, or profit arising from delivery delays
High-Value Items
For items valued above KES 10,000, we strongly recommend declaring the value at order placement and arranging independent insurance. TOOMABIZ's liability for high-value items is limited unless a specific written arrangement has been made.
Customer Conduct
When using TOOMABIZ services, you agree to:
- Treat all members of the TOOMABIZ team with respect and dignity
- Not engage in abusive, threatening, or discriminatory behaviour
- Not make unlawful requests to our delivery team
- Not provide false information or attempt to defraud TOOMABIZ
- Not circumvent the platform by arranging direct payments outside the app
- Not use the platform for any unlawful purpose
Privacy & Data Protection
TOOMABIZ collects and processes personal data including your name, phone number, email address, delivery addresses, and order history for the purpose of providing our services.
How We Use Your Data
- To process and fulfil your orders
- To communicate order updates via SMS and in-app notifications
- To improve our services and platform
- To process payments and maintain financial records as required by law
Data Sharing
We share your delivery address and contact information with our assigned delivery team member solely for the purpose of completing your delivery. We do not sell your personal data to third parties.
By using TOOMABIZ, you consent to the collection and use of your data in accordance with Kenya's Data Protection Act, 2019.
Disputes & Complaints
Complaint Process
If you have a complaint, please contact us within 48 hours via:
- Email: support@toomabiz.co.ke
- WhatsApp: 0759 987 256
- In-app feedback feature
We aim to respond within 24 hours and resolve all complaints within 5 business days.
Governing Law
These Terms are governed by the laws of the Republic of Kenya. Any unresolved disputes shall be referred to courts of competent jurisdiction in Nairobi, Kenya.
Changes to These Terms
TOOMABIZ reserves the right to update these Terms at any time. We will notify registered customers of material changes via SMS or email. Continued use of our services after notification constitutes acceptance of the revised terms.
The current version of these terms is always available at toomabiz.co.ke/terms/customer.
Contact Us
- Email: support@toomabiz.co.ke
- WhatsApp: 0759 987 256
- Website: toomabiz.co.ke
- Address: Nairobi, Kenya