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MACROCITY STANDARD TERMS AND CONDITIONS OF SERVICE

  1. Last updated: 09/23/2026 11.47 AM

  2. 1. Introduction

    1. These Terms and Conditions of Service (“Terms”) govern all errand, personal runner, delivery, queue-standing, bill payment, document handling, and related services provided by Macrocity (“Macrocity”, “we”, “us”, “our”) to the client (“you”, “Client”).
    2. By booking an errand, requesting a quote, or using our services, you confirm that you have read, understood, and accepted these Terms.

  3. Definitions

    • “Errand” means any task, purchase, delivery, queue-standing, payment, pickup, or service you ask us to perform.

    • “Runner” means a vetted employee, agent, or independent contractor engaged by Macrocity to perform an Errand.

    • “Service Fee” means Macrocity’s charge for performing an Errand.

    • “Client Funds” means money provided by you for purchases, bills, government fees, transport, or other third-party costs.

    • “Third-Party Costs” means amounts payable to supermarkets, government offices, banks, transport providers, or other third parties.

    4. 3. Booking and Instructions

    1. You must provide clear, accurate, and lawful instructions for each Errand.

    2. We may accept or decline any Errand at our discretion.

    3. You must provide sufficient Client Funds before we begin any Errand that requires payment, unless we have agreed in writing to invoice you.

    4. You must provide accurate contact details, addresses, access instructions, and any documents or information needed.

    5. We may record calls, chats, or instructions for quality, safety, and dispute-resolution purposes.

    5. 4. Pricing and Payment

    1. We provide an upfront quote based on the information you give us. If the scope changes, we may revise the quote and seek your approval before continuing.

    2. The total amount payable may include the Service Fee plus Third-Party Costs.

    3. Individual clients: Payment is due before or at the time of booking, unless otherwise agreed in writing.

    4. Corporate clients: Invoices are payable within 21 working days unless another payment timeframe is stated on the invoice or order.

    5. Late payment: If payment is not made by the due date, Macrocity reserves the right to charge a late payment amount of 10% of the sum remaining due, or the maximum permitted by law, whichever is lower. We may suspend services without prior warning until payment is made.

    6. Debt recovery: If payment remains outstanding more than sixty (60) days after the due date, Macrocity may refer the matter to a debt recovery company. All legal and recovery expenses will be payable by you.

    7. Withholding tax: If withholding at source applies under any law, you must pay the withheld amount to the relevant tax authority. The invoice amount remains due to Macrocity in full, and we will not bear any costs relating to another country’s legislation.

    8. No refunds are available for completed Errands or for Third-Party Costs already incurred.

    6. 5. Cancellations and Refunds

    1. If you cancel before a Runner is dispatched, we may refund amounts paid, less any transaction fees or Third-Party Costs already incurred.

    2. If you cancel after a Runner has been dispatched, a cancellation fee may apply.

    3. If an Errand has already started — for example, a purchase has been made, a queue has been joined, or a bill has been paid — the Service Fee and Third-Party Costs are non-refundable.

    4. If we fail to complete an Errand due to our own fault, we may, at our discretion, redo the Errand or refund the Service Fee.

    7. 6. Client Responsibilities

    You agree to:

    1. Provide lawful, accurate, and complete instructions.

    2. Ensure that all items are legal, safe, and properly packaged.

    3. Declare any high-value, fragile, perishable, or restricted items before booking.

    4. Provide accurate addresses, contacts, and access arrangements.

    5. Not ask any Runner to break the law, bribe anyone, falsify documents, or engage in unsafe or unethical conduct.

    6. Ensure someone is available to receive items or confirm completion where required.

    8. 7. Prohibited Items and Errands

    We do not accept Errands involving:

    • Illegal drugs or controlled substances.

    • Firearms, weapons, or ammunition.

    • Hazardous, flammable, or toxic materials.

    • Stolen or illegally obtained goods.

    • Live animals, unless expressly agreed in writing.

    • Human remains or bodily fluids.

    • Cash above [KES amount] unless declared and agreed in writing.

    • Any activity that is illegal, fraudulent, or unsafe.

    9. We may refuse, return, or report any prohibited item or Errand.

    8. Vetted Runners, Tracking, Receipts, and Proof of Delivery

    1. Runners are vetted through identity checks, references, and background checks where reasonably possible.

    2. Live tracking may be available for certain Errands.

    3. Digital receipts and proof of delivery may be provided.

    4. These features are for convenience and reassurance. They do not make Macrocity an insurer of your items.

    10. 9. Risk, Title, and Delivery

    1. Risk in items passes to you upon delivery or upon proof of delivery.

    2. For purchases, title passes when you have paid for the item and received it.

    3. If delivery fails because you are unavailable, unreachable, or have provided wrong details, a re-delivery fee may apply.

    11. 10. Liability

    1. Macrocity undertakes to use reasonable skill and care in performing Errands. However, we do not guarantee specific outcomes, including queue times, government office decisions, stock availability, traffic conditions, or third-party performance.

    2. We are not liable for indirect, consequential, special, or punitive losses, including lost profits, lost opportunities, or loss of goodwill.

    3. To the maximum extent permitted by law, Macrocity’s total liability for any Errand is limited to the Service Fee paid for that Errand, or [KES amount], whichever is lower.

    4. We are not liable for delays or failures caused by third parties, traffic, weather, strikes, government offices, public holidays, or force majeure.

    5. We are not liable for items that were not declared, were prohibited, or were improperly packaged.

    6. Nothing in these Terms limits liability for fraud, gross negligence, wilful misconduct, death, or personal injury caused by Macrocity where the law does not allow such limitation.

    12. 11. Claims

    1. Any claim must be notified to Macrocity by recorded delivery or email to its registered office within 8 days of delivery of goods or provision of services.

    2. For damage or loss claims, you must provide photographs, receipts, proof of value, and any other evidence we reasonably request.

    3. We may require a police report for theft or criminal loss.

    4. Claims made after the 8-day period may be rejected.

    13. 12. Indemnity

    You agree to indemnify and hold Macrocity harmless against any claims, losses, damages, costs, or expenses arising from:

    • Your instructions or breach of these Terms.

    • Illegal, prohibited, or dangerous items.

    • Your violation of any law or third-party rights.

    • Any claim brought against Macrocity by your own customer or end consumer,

    14. except to the extent caused by Macrocity’s own negligence or wilful misconduct.

    13. Force Majeure

    Macrocity is not liable for any failure or delay caused by events beyond its reasonable control, including natural disasters, war, civil unrest, strikes, government action, pandemics, road closures, or network failures.

    14. Confidentiality and Data Protection

    1. We handle personal data in accordance with the Kenya Data Protection Act, 2019.

    2. We may share necessary information with Runners, payment processors, and service providers to complete your Errand.

    3. We may use location data for tracking and proof of delivery.

    4. We will not sell your personal data.

    15. 15. Termination

    1. We may suspend or terminate services immediately if you breach these Terms, fail to pay, give illegal instructions, or abuse our staff or Runners.

    2. You may terminate these Terms by written notice, but you remain liable for all outstanding amounts and Third-Party Costs.

    16. 16. Governing Law and Disputes

    1. These Terms are governed exclusively by the laws of Kenya.

    2. The parties will first attempt to resolve any dispute amicably.

    3. If amicable resolution fails, the dispute will be subject to the exclusive jurisdiction of the courts of Kenya.

    17. 17. Amendments

    1. Macrocity may update these Terms from time to time. Continued use of our services after changes are published means you accept the updated Terms.

    2. Any derogation from these Terms must be expressly agreed in advance in writing.

    3. The Client waives its own standard terms and conditions, even if drawn up after these Terms.

    18. 18. Acceptance

    By booking an Errand with Macrocity, you confirm that you accept these Terms and Conditions of Service.

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