Privacy Policy

How Generix collects, uses, and protects your information across our website and mobile app.

1. Introduction

ShipInstant operates a global logistics and freight platform available through our website and mobile application. This Privacy Policy explains what information we collect, how we use it, who we share it with, and the choices available to you.

By creating an account or otherwise using the Service, you agree to the practices described in this policy. If you do not agree, please do not use the Service.

2. Information We Collect

Information you provide

Account details — your full name, email address, and phone number when you register or update your profile.
Shipment details — pickup and delivery addresses, recipient information, declared cargo content, and package details you enter to create a shipment.
Support communications — anything you share when contacting our support team.

Information collected automatically

Usage data — pages and screens viewed, features used, and actions taken within the Service.
Device & log data — device type, operating system and app version
Cookies on our website, used to keep you signed in and understand how the site is used. See "Cookies" below.

Payment information

We do not collect or store your payment card, bank account, mobile money credentials, or third-party wallet details. All payments are processed directly by our payment partners — see Section 4.

3. How We Use Your Information

To create and manage your account
To process, dispatch, and track shipments, and to keep you updated on their status
To process payments through our payment partners and send order confirmations or receipts
To communicate with customs authorities, couriers, and warehouse operators on your behalf
To respond to support requests and resolve disputes
To send service-related notifications and, only with your consent, marketing communications
To detect, investigate, and prevent fraud, abuse, and security incidents
To comply with applicable law, including import/export regulations
To maintain and improve the reliability and performance of the Service

4. Payment Processing

Payments through ShipInstant are processed by our trusted payment partners, which may include PayPal, Stripe, bank wire transfer, SWIFT, and East African mobile money providers including M-Pesa, Airtel Money, Tigo Pesa, and Halo Pesa.

When you choose a payment method, you are directed to the relevant provider to complete the transaction on their own secure platform. ShipInstant does not collect, transmit, or store your card number, bank credentials, or mobile money PIN — no raw payment data is saved on our servers. We may receive limited confirmation data such as a transaction ID, payment status, and amount, which we use solely to confirm your order and maintain shipment records.

Your relationship with each payment provider is governed separately by that provider's own privacy policy and user agreement.

5. How We Share Your Information

We share information only as needed to operate the Service:

Payment providers (PayPal, Stripe, bank partners, mobile money networks) to process transactions
Couriers, freight carriers, and delivery partners to fulfil and track your shipments
Customs and regulatory authorities where required by import/export law
Warehouse operators at origin and destination locations
Service providers who support hosting, analytics, customer support, and notifications, under strict confidentiality obligations
Authorities or other third parties, where required by law, to enforce our Terms, or to protect the rights, safety, and property of ShipInstant, our users, or the public
In connection with a merger, acquisition, or sale of assets — we will notify you if your information becomes subject to a different privacy policy

We do not sell your personal information.

6. Data Storage & Security

We use administrative, technical, and organizational measures to protect your information, including encryption in transit and at rest, strict access controls, and regular security reviews. No method of transmission or storage is completely secure, and we cannot guarantee absolute security.

7. Data Retention

We retain your information for as long as your account is active and as needed to provide the Service, comply with legal obligations (including trade and customs record-keeping requirements), resolve disputes, and enforce our agreements. You may request deletion of your account at any time as described in Section 8.

8. Your Rights & Choices

Depending on where you live, you may have the right to:

Access the personal information we hold about you
Correct inaccurate or incomplete information
Request deletion of your account and associated personal data
Object to or restrict certain processing
Data portability where technically feasible
Withdraw consent for marketing communications at any time

To exercise any of these rights, contact us using the details in Section 13. We may need to verify your identity before fulfilling a request.

9. Cookies

Our website uses cookies and similar technologies to keep you signed in, remember your preferences, and understand how visitors use our site. You can control cookies through your browser settings; disabling them may affect some features of the website.

10. Children's Privacy

The Service is not directed to children under 16, and we do not knowingly collect personal information from them. If you believe a child has provided us with personal information, please contact us so we can delete it.

11. International Data Transfers

Given the global nature of freight logistics, your information may be processed in countries other than the one you live in — including China, Tanzania, the United Arab Emirates, Germany, and others. Where required, we put appropriate safeguards in place for these transfers in line with applicable data protection law.

12. Changes to This Policy

We may update this Privacy Policy from time to time. We will update the Effective date shown at the top of this document and, for material changes, provide additional notice — such as an in-app notification or email to your registered address.

13. Contact Us

Questions about this Privacy Policy or your personal information can be directed to our support team at Contact Us. We aim to respond within 5 business days.

Terms & Conditions

1. Acceptance of Terms

These Terms & Conditions form a binding agreement between you and ShipInstant ("we," "us," "ShipInstant") governing your access to and use of our website and mobile application (the "Service").

By creating an account or using the Service, you confirm that you have read, understood, and agree to be bound by these Terms. If you do not agree, please do not use the Service.

Terms & Conditions

2. Description of Service

ShipInstant is a logistics and freight management platform that enables users to create, pay for, and track international and domestic shipments across marine, air, inland, and heavy equipment freight channels. We connect senders with our network of warehouses, couriers, and carrier partners globally. Features, routes, and coverage may change or expand over time.

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3. Eligibility & Account Registration

You must be at least 18 years old, or the age of majority in your jurisdiction, to create an account. When you register, you agree to provide accurate and complete information — including your name, email, phone number, and where required, your business registration details — and to keep this information up to date. You are responsible for maintaining the confidentiality of your login credentials and for all activity that occurs under your account.

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4. User Responsibilities & Acceptable Use

You agree to use the Service only for lawful purposes and not to:

Impersonate any person or misrepresent your affiliation with any entity
Provide false or misleading shipment information, including incorrect declared values or contents
Interfere with or disrupt the Service or its underlying infrastructure
Attempt to gain unauthorized access to other accounts or systems
Use the Service to ship prohibited or illegal items (see Section 5)
Use the Service in any way that violates applicable local, national, or international law

Terms & Conditions

5. Shipments & Prohibited Items

You are solely responsible for the accuracy of your shipment details — including sender and recipient addresses, declared cargo contents, weight, and value — and for ensuring your shipments comply with applicable customs, import/export, and carrier rules for both origin and destination countries.

You may not ship:

Illegal goods or substances
Hazardous or dangerous materials not pre-approved and properly declared
Counterfeit, pirated, or infringing goods
Currency, negotiable instruments, or precious metals without prior arrangement
Anything prohibited by applicable export control or sanctions law
Any items prohibited by our carrier partners' policies

We reserve the right to refuse, hold, inspect, or cancel any shipment that violates these Terms or applicable law, with no liability to you for associated costs or delays.

Terms & Conditions

6. Payments, Fees & Billing

Shipping fees, customs estimates, and any applicable surcharges are displayed before you confirm an order. Payments are processed by our authorised payment partners, which may include PayPal, Stripe, bank wire transfer, SWIFT, and East African mobile money networks (M-Pesa, Airtel Money, Tigo Pesa, Halo Pesa). By completing a payment, you also agree to that provider's terms and privacy policy.

ShipInstant does not collect or store your card, bank account, or mobile money credentials. Prices may exclude import duties, customs fees, or destination-country taxes; you are responsible for any charges not collected at checkout. All fees are displayed in the currency shown at checkout, and exchange rates may apply.

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7. Cancellations & Refunds

You may cancel a shipment before it is collected by a courier or checked in at a Generix warehouse, subject to any cancellation window shown at checkout. Refunds, where applicable, are returned to your original payment method and may take several business days to appear, depending on your payment provider's processing times.

Shipments that have already been dispatched, are in transit, or have cleared customs cannot be cancelled. Any partial refunds for incomplete service will be assessed on a case-by-case basis by our support team.

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8. Delivery Timeframes & Liability

Estimated delivery dates are estimates only, not guarantees, and may be affected by customs clearance, weather events, port congestion, carrier capacity, force majeure, or other factors outside our control. ShipInstant acts as a logistics intermediary connecting you with freight carriers and courier partners; our liability for lost, delayed, or damaged shipments is limited as described in Section 11 and any applicable carrier terms.

We strongly recommend obtaining shipping insurance for high-value, fragile, or time-critical cargo. ShipInstant can facilitate insurance coverage on request — please contact support before booking.

Terms & Conditions

9. Intellectual Property

The Service, including its design, content, logos, software, and trademarks, is owned by ShipInstant or our licensors and is protected by intellectual property laws. We grant you a limited, non-exclusive, non-transferable licence to use the Service for its intended purpose. You may not copy, modify, distribute, sub-licence, or reverse-engineer any part of the Service without our prior written permission.

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10. Third-Party Services

The Service integrates with third-party providers — including payment processors, mapping services, customs data providers, and freight carriers. Your use of these services may be subject to their own terms and privacy policies, which we encourage you to review. ShipInstant is not responsible for the acts, omissions, or errors of any third-party provider.

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11. Disclaimers & Limitation of Liability

The Service is provided "as is" and "as available," without warranties of any kind, express or implied, including but not limited to merchantability, fitness for a particular purpose, or non-infringement. To the maximum extent permitted by applicable law, ShipInstant will not be liable for indirect, incidental, special, consequential, or punitive damages, or for any loss of profits, data, cargo value, or goodwill arising from your use of the Service.

Our total liability for any claim relating to a specific shipment is limited to the fees you paid us for that shipment. Any claim must be raised within 90 days of the event giving rise to it.

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12. Indemnification

You agree to indemnify, defend, and hold ShipInstant, its officers, directors, employees, agents, and partners harmless from and against any claims, damages, losses, fines, penalties, or expenses (including reasonable legal fees) arising from: your use of the Service; your shipments, including any customs violations or prohibited-item issues; your breach of these Terms; or your violation of any applicable law or third-party rights.

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13. Termination & Suspension

We may suspend or terminate your account if you violate these Terms, engage in fraudulent or illegal activity, or cause harm to other users or our partners. We will provide reasonable notice where possible, except where immediate action is required to prevent harm. You may close your account at any time by contacting support. Sections 9, 11, and 12 will survive any termination of your account.

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14. Governing Law & Dispute Resolution

These Terms are governed by the laws of the jurisdiction in which ShipInstant is incorporated, without regard to conflict of law principles. Any dispute arising from these Terms or the Service will first be referred to good-faith negotiation between the parties. If unresolved within 30 days, it may be submitted to binding arbitration or the competent courts of ShipInstant's registered jurisdiction, unless otherwise required by applicable consumer protection law in your country.

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15. Changes to These Terms

We may update these Terms from time to time to reflect changes in our operations, legal requirements, or service offerings. We will update the Effective date and, for material changes, provide additional notice via the app or email. Continuing to use the Service after changes take effect constitutes your acceptance of the updated Terms.

Terms & Conditions

16. Contact Information

Questions about these Terms can be directed to our legal team at legal@shipinstant.com. For general support, visit our Customer Care page. We aim to respond to all legal enquiries within 5 business days.