Terms of service

Last updated 1 September 2026

These terms cover your use of Alisend, an errand and delivery service operating in Nairobi, Kenya. By sending us an errand you agree to them. They are written plainly on purpose.

Who we are

Alisend is a Nairobi based errand service run by Alisen. You can reach us on WhatsApp at 0701 661 111 or by email at alisender07@gmail.com. We work Monday to Saturday, 8am to 6pm.

What we do

We collect, carry, buy, queue for and deliver things on your behalf within Nairobi and the surrounding areas listed on our fare page. We act as your agent for the specific task you describe, nothing more.

Fares and payment

• Fares shown in the app are estimates. We confirm the final fare with you by phone or WhatsApp before anyone moves.
• Payment is by Mpesa Send Money to 0701 661 111 once the errand is complete, unless we agree otherwise in writing.
• For shopping errands you reimburse what was actually spent, with the receipt, in addition to the fare. We may ask for shopping money upfront on larger purchases.
• Peak hour rates apply on weekdays between 6.30am and 9.30am and between 4.30pm and 7.30pm on the routes marked with two prices.
• Upcountry dispatch through matatu saccos carries the sacco charge on top of our fare to the stage. That charge is the sacco's, not ours.
• Subscription plans are billed in advance and are not transferable between people or businesses.

What we will not carry

• Cash, cheques made out to bearer, or anything of equivalent liquidity
• Anything illegal to possess or transport in Kenya
• Firearms, ammunition, explosives or hazardous materials
• Live animals
• Prescription medicines without a valid prescription in your name
• Fragile or high value goods that have not been properly packed and declared to us in advance

If you ask us to carry something on this list we will decline, and if we discover it in transit we will stop and contact you. You remain responsible for anything you did not declare.

Your responsibilities

• Describe the errand accurately, including anything fragile, valuable or time sensitive
• Give us a phone number that is switched on and reachable
• Make sure whoever is collecting or handing over is expecting us
• Tell us in advance if a location has access restrictions, gate charges or parking fees, which are added to the fare

Timing

Timing estimates are given in good faith. Nairobi traffic, weather, closed offices, queue lengths and third party delays are outside our control. We will keep you informed. We do not guarantee delivery within a specific window unless we have agreed one in writing with you.

Liability

We take reasonable care of everything we carry. If we lose or damage an item through our own fault, our liability is limited to the declared value of that item or KSh 20,000, whichever is lower, unless we have agreed a higher declared value in writing before collection.

We are not liable for delays outside our control, for items you did not declare accurately, for consequential losses such as missed appointments or lost business, or for anything on the list of things we do not carry.

Nothing in these terms limits liability that cannot be limited under Kenyan law.

Cancellation

Cancel free of charge before we set off. If we have already collected the item or travelled to the pick up point, the full fare is due. If we cannot complete an errand for a reason that is our fault, you do not pay.

If something goes wrong

Tell us within 48 hours of delivery. Message the reference number on WhatsApp and we will work it out with you directly. We would much rather fix a problem than argue about one.

Changes

We may update these terms. The version live on this page when you send an errand is the version that applies to that errand.

Governing law

These terms are governed by the laws of Kenya, and the courts of Kenya have jurisdiction over any dispute.