Terms of Service

1. What Insly Go is

Insly Go is a marketplace. We connect people who need something moved with independent carriers and drivers who are going that way, and we connect customers with local stores. We are not a courier company, we do not employ carriers or drivers, and we do not make or sell the goods you order.

The contract to carry a parcel or a passenger is between you and the carrier. The contract to supply goods is between you and the store. Insly Go provides the platform, holds the money in escrow, verifies carriers, and steps in when something goes wrong.

2. Who may use Insly Go

• You must be at least 18 years old.
• You must give accurate details and keep your account secure.
• One person, one account. Do not let anyone else use yours.
• To carry parcels or passengers you must pass identity verification, and for rides you must hold a valid driving licence and any permit the law requires for what you are doing.

3. Sending a parcel

What you may not send

You may not send, and a carrier may refuse or hand over to the authorities:

• illegal drugs, or medicines that require a prescription you cannot produce;
• firearms, ammunition, explosives or weapons;
• live animals;
• cash, bank cards, or bearer instruments;
• flammable, corrosive, toxic or otherwise hazardous goods;
• counterfeit or stolen goods;
• anything perishable that will not survive the trip;
• anything else the law prohibits.

You are responsible for what is in your parcel. If you send a prohibited item you indemnify Insly Go and the carrier against any resulting loss, fine or claim.

Declared value and liability

You must declare your parcel’s value honestly. Cover is limited to the declared value up to a maximum of R2 000 per parcel. We are not liable for indirect or consequential loss, for items you were not allowed to send, or for damage caused by your own inadequate packaging.

Handover PINs

A pickup PIN and a drop-off PIN protect every handover. Do not share a PIN with anyone but the person taking or receiving the parcel. Releasing a parcel against a PIN is treated as a valid handover. Five wrong attempts lock PIN entry for fifteen minutes.

4. Food, groceries and pharmacy orders

• The store sets its own prices, menu and minimum order. Insly Go prices the delivery, which is what funds the carrier.
• The store is responsible for the goods: quality, accuracy, allergens, expiry and compliance. Read the store’s own allergen information before you order.
• We list only over-the-counter medicine. Nothing on Insly Go is a prescription service and nothing in the app is medical advice.
• Once a store has begun preparing your order it may not be cancellable. If something is missing or wrong, report it through the app within 24 hours.
• Alcohol and any other age-restricted goods are sold subject to the law, and the carrier may refuse handover without acceptable proof of age.

5. Rides

• Passenger numbers may not exceed the vehicle’s legal seating.
• A trip starts when you give the driver your start OTP.
• A driver may end a trip early if a passenger is abusive, intoxicated or unsafe. No refund is due in that case.
• Wear a seatbelt. Do not distract the driver.

6. Money

• You pay up front. Funds are held in escrow and released to the carrier when the delivery or trip is completed.
• Fares are quoted before you commit, based on distance, the service and the pricing rule for your zone. The quote you accept is the price.
• Insly Go keeps a platform fee out of each job, and a commission on store orders. Both are shown before you confirm.
• Payment is processed by our payment provider. We never see your card details.
• Cancelling before a carrier accepts is free and fully refunded. Cancelling after acceptance may forfeit part of the fee to cover the carrier’s trip.

7. Disputes

If a parcel is lost, damaged, late, or an order is wrong, open a dispute in the app. We review the job record, the handover photos and both accounts, and we may refund you from escrow, release payment to the carrier, or dismiss the claim. Our decision on the escrowed funds is final as far as the platform is concerned; it does not take away any right you have in law.

8. Carriers, drivers and stores

• You are an independent contractor, not an employee of Insly Go. You choose when to work and which jobs to take.
• You are responsible for your own vehicle, licensing, permits, insurance and tax.
• You must deliver what you accepted, on the route you agreed, without opening or tampering with a parcel.
• Payouts are made to the account you nominate, less the platform fee, once a job completes and any dispute window has closed.
• Stores must keep their catalog, prices and availability accurate, and must comply with all food-safety, labelling and licensing law that applies to them.
• We may suspend or remove an account for repeated cancellations, low ratings, fraud, abuse, or a failed identity check.

9. Safety

The app provides an SOS button, trip sharing and emergency contacts. These are conveniences, not an emergency service. In a real emergency call 10111 (police) or 10177 (ambulance). Phone numbers are masked through a call proxy where masking is available; do not take conversations off-platform.

10. Acceptable use

You may not:

• use Insly Go for anything unlawful;
• harass, threaten or discriminate against anyone on the platform;
• create fake accounts, jobs, orders or ratings;
• scrape, reverse-engineer or interfere with the service;
• arrange payment off-platform to avoid fees, which voids escrow protection.

11. Our liability

Insly Go is provided “as is”. We do not promise the service will be uninterrupted or error-free, and we do not guarantee a carrier will be available in your area at any given time. To the fullest extent the law allows, our total liability for any claim is limited to the fees you paid on the job the claim relates to, plus any declared-value cover in section 3.

Nothing in these terms limits any right you have under the Consumer Protection Act, 2008, or excludes liability for death, personal injury or fraud caused by us.

12. Ending your account

You can delete your account at any time from Account → Delete account in either app, or at go.insly.co.za/account/delete. We may suspend or close an account that breaches these terms. Finish or cancel any job in flight first.

13. Changes

We may update these terms. We will change the date at the top of this page and, for material changes, notify you in the app before they take effect. Continuing to use Insly Go after that means you accept the new terms.

14. Governing law

These terms are governed by the law of the Republic of South Africa, and the South African courts have jurisdiction.

15. Contact

Insly Go — [email protected] · Privacy Policy