Caribou Cargo – Terms of Service
Please read these Terms before requesting a service or creating an account. Our Privacy Notice explains how we handle personal information.
1. About Caribou
These Terms of Service govern services supplied by Caribou Company Limited (“Caribou”, “we”, “us” or “our”) and use of the Caribou Cargo website and customer portal. Our operating address is Plot No. 6494, Mugoti Road, Roma, Lusaka, Zambia. Telephone: +260 779 118 673. Email: finance@caribouzm.com.
2. Services Covered
These Terms apply to cargo receiving, freight forwarding, warehousing, consolidation, transport, tracking, customs support, outlet collection, delivery, assisted shopping, collection requests, payment processing and related digital services. A quotation, invoice, consignment note or service-specific terms may contain additional conditions.
3. Formation of a Contract
A contract is formed when we accept a shipment or service request, issue or accept a quotation, receive payment, or otherwise confirm the service. If service-specific terms conflict with these general Terms, the service-specific terms apply to that service to the extent permitted by law.
4. Customer Accounts
You must provide accurate information, keep it current, protect your password and promptly report suspected unauthorised access. You may act for another person or organisation only with authority. You are responsible for activity performed through your account unless caused by our failure to apply reasonable security.
5. Customer Shipment Information
You must accurately declare the sender, recipient, contents, quantity, value, origin, destination and any supplier or tracking references, and provide documents reasonably required for transport, customs, tax, safety or delivery. You are responsible for consequences of incomplete, false or misleading declarations.
6. Packaging
Goods must be packed, labelled and secured for their nature and the anticipated handling and transport. Tell us before shipment about fragile, valuable, perishable or specially handled goods. Acceptance does not confirm that packaging is adequate.
7. Prohibited and Restricted Goods
You must not tender unlawful, dangerous, prohibited, counterfeit or undeclared goods. Controlled, hazardous, perishable or specially regulated goods require our prior written acceptance and all necessary permits. We may inspect, refuse, isolate, return or surrender goods where reasonably necessary or legally required.
8. Customs, Duties and Taxes
The customer is responsible for accurate customs information and for duties, taxes, levies, permits, inspections and clearance charges unless expressly agreed otherwise. Customs and regulatory decisions are outside our control, and related delays are not guaranteed against.
9. Quotations and Charges
Charges may depend on actual or volumetric weight, dimensions, destination, value, exchange rates, duties, taxes, handling and third-party costs. We may correct a quotation following measurement, inspection or changed instructions and will explain material additional charges before completion where reasonably practicable.
10. Payment
Amounts are payable in the stated currency and by an approved method. A payment is complete only when cleared and correctly allocated. We may withhold release while lawful charges remain unpaid. Refunds, reversals and disputed or duplicate payments are handled through our controlled accounting process.
11. Transit and Delivery Times
Transit, customs, arrival and collection dates are estimates unless we expressly provide a written guarantee. Weather, border processes, carriers, authorities, breakdowns, security events and other circumstances may affect timing.
12. Collection and Delivery
Wait for confirmation that goods are ready. We may require identification, a collection code, signed authority or other reasonable proof before release. The recipient should inspect goods where reasonably possible. Contact us through your Caribou outlet, by telephone or by email for information about storage charges and the handling of uncollected goods.
13. Loss, Damage, Shortage or Incorrect Delivery
Report loss, visible damage, shortage or incorrect delivery promptly, retain packaging and provide the tracking number, photographs, invoices and other relevant evidence. Signing without a noted exception does not remove rights that cannot lawfully be excluded.
14. Claims
Contact your Caribou outlet, telephone us or email finance@caribouzm.com as soon as possible to submit a claim. Include the shipment reference, facts, value and supporting evidence. Ask us about any time limits that apply to your shipment or claim. We may reasonably investigate and request further information.
15. Cargo Insurance
Standard charges do not imply any particular insurance cover. Contact us before sending goods to ask about available cargo insurance, exclusions, declared-value requirements and claims arrangements. Customers should not assume full replacement-value protection without written confirmation.
16. Liability
Caribou is responsible only to the extent established by the contract and applicable law. Contact us before confirming a shipment if you require information about the liability terms applicable to that service. Nothing excludes or limits liability, remedies or consumer rights that cannot lawfully be excluded or limited.
17. Portal Use
Use the portal only for legitimate account, shipment, payment and service activity. Do not impersonate others, introduce malicious code, scrape or overload the service, bypass controls, or access another customer’s information. Portal content and software remain protected by applicable intellectual-property law.
18. Suspension and Termination
We may suspend access or decline a service while investigating fraud, non-payment, unlawful goods, misuse, security risk or breach. Termination does not affect accrued payment, confidentiality, claims or legal obligations.
19. Electronic Communications and Records
You agree that notices, quotations, invoices, receipts, acceptance records and service communications may be created and delivered electronically to the contacts supplied by you. Electronic records may be retained as evidence, subject to applicable law.
20. Personal Information
We process personal information as described in our Privacy Notice. The Privacy Notice is available at /privacy-notice and forms part of the information supplied when you register or use our services.
21. Complaints
Raise a complaint through your Caribou outlet, +260 779 118 673 or finance@caribouzm.com. Include the relevant reference and desired resolution. Claims should use the separately confirmed claims contact once published.
22. Governing Law and Disputes
These Terms are governed by the laws of Zambia. The parties should first attempt good-faith resolution through our complaints process. Contact us through the available channels for the dispute-resolution procedure applicable to your service. This clause does not restrict access to a court, regulator or remedy available under mandatory law.
23. Changes to These Terms
We may update these Terms for legal, operational or service changes. The current version and dates appear above. Material changes will be communicated where appropriate. Changes do not retrospectively replace agreed shipment-specific terms unless lawfully agreed.
24. Severability and Statutory Rights
If a provision is invalid or unenforceable, the remaining provisions continue to apply. Nothing in these Terms excludes, restricts or waives a right, remedy, duty or liability that cannot lawfully be excluded, restricted or waived.
25. Contact
Caribou Company Limited, Plot No. 6494, Mugoti Road, Roma, Lusaka, Zambia. Telephone: +260 779 118 673. Email: finance@caribouzm.com. Website: https://app.cariboucargo.com/. You may also contact us through your Caribou outlet.