Terms and Conditions
Please read these terms carefully before using Zenders delivery services
Welcome to Zenders! We are committed to providing fast, reliable, and professional delivery services across The Gambia. To ensure a smooth and fair experience for both customers and Riders, please review the following terms.
By placing an order with Zenders, you agree to the terms below.
1. Waiting Time Policy
We understand that timing is important for everyone.
- Once the Rider arrives at the delivery location, the recipient will be contacted via call or message.
- The Rider will wait for up to five (5) minutes after arrival.
If the recipient is unavailable after 5 minutes:
- A waiting fee of GMD 100 will be added.
- The waiting fee must be paid before or at the time of package handover.
This policy ensures fairness to our Riders and prevents unnecessary delays.
2. Accurate Address & Contact Information
To ensure successful delivery, customers must provide:
- A complete and accurate delivery address
- A correct location pin (if applicable)
- A valid and reachable phone number
- Helpful landmarks when necessary
Please double-check all details before confirming your order.
Zenders is not responsible for delays or failed deliveries caused by:
- Incorrect or incomplete address details
- Wrong location pin
- Unreachable phone numbers
- Incorrect recipient information
Any issue arising from inaccurate details will be the responsibility of the customer or recipient. Additional charges may apply if the Rider must travel further due to incorrect information.
3. Cancellation Policy
We understand that plans can change. However, cancellations affect Riders who have already committed their time and fuel.
3.1 Customer Cancellations
- Orders cancelled before a Rider is assigned: No cancellation fee.
- Orders cancelled after a Rider is assigned but before pickup: A small cancellation fee may apply.
- Orders cancelled after pickup: Full delivery fee applies. Additional return charges may also apply.
3.2 Failed Delivery
If delivery fails due to:
- Recipient unavailability
- Incorrect address
- Refusal to receive the package
The customer will be responsible for:
- The full delivery fee
- Any return delivery charges (if applicable)
4. Refund Policy
Zenders aims to ensure fair and transparent service.
Refunds may be considered in the following situations:
- Duplicate payment
- System error resulting in overcharge
- Service not provided due to verified Zenders operational issue
Refunds will not be issued for:
- Incorrect address provided by customer
- Recipient unavailable at delivery time
- Change of mind after pickup
- Delays caused by traffic, weather, or other unavoidable circumstances
All refund requests must be submitted within 24 hours of delivery through our official support channels. Approved refunds will be processed within a reasonable timeframe.
5. Rider Protection Clause
Zenders values and protects its Riders.
To ensure a safe and respectful environment:
- Customers and recipients must treat Riders with respect.
- Harassment, threats, or abusive behavior toward Riders will not be tolerated.
- Zenders reserves the right to refuse service or suspend accounts involved in misconduct.
Riders have the right to:
- Leave a location if they feel unsafe.
- Report abusive behavior.
- Decline delivery if conditions are dangerous or inappropriate.
Zenders is not liable for delays caused by unsafe delivery environments.
6. Limitation of Liability
Zenders shall not be held liable for:
- Delays caused by traffic, weather, road conditions, or unforeseen circumstances.
- Delivery issues resulting from inaccurate information provided by customers.
- Indirect or consequential losses arising from the use of our service.
7. Our Commitment
At Zenders, we strive to deliver every package efficiently, safely, and professionally. By providing accurate information and respecting our policies, you help us serve you better.
Thank you for choosing Zenders.
Last updated: February 2026
For questions or concerns, please contact us.