Terms & Conditions

1. About these terms

These Terms & Conditions ("Terms") govern your use of the website and platform at arex-spectrum.co.ke, including the Client Portal, Partner Portal, Driver App and the services we provide through them (together, the "Services"). The Services are operated by Arex Spectrum Partners Ltd., a private limited company registered in Kenya, of Athi River, Machakos County, Kenya ("Arex Spectrum", "we", "us").

By creating an account, submitting a vehicle request or otherwise using the Services, you agree to these Terms. If you accept them for a company, you confirm you are authorised to bind that company. If you do not agree, do not use the Services.

Other policies form part of these Terms: the Privacy Policy, Cookie Policy, Acceptable Use Policy, Cancellation & Refund Policy and, for vehicle owners, the Partner Terms.

2. Definitions

Client: a business or person that books transport through the Services.
Partner: a vehicle owner registered in our partner network under the Partner Terms.
Driver: a person who drives a vehicle on a Job, employed or engaged by us or by a Partner.
Job: a single transport assignment created from a Client request.
Owned Fleet: vehicles owned or leased and operated by Arex Spectrum.
Proof of Delivery (POD): the receiver's name, signature and/or photos captured in the Driver App at delivery.
Consignment: the goods carried on a Job.

3. Our services

Arex Spectrum is a specialised industrial logistics provider serving EPZ factories, warehouses, contractors, distributors and manufacturers in the Athi River–Mlolongo corridor and beyond. We provide:

vehicles by category: Light / Urgent and Crew + Tools (double cab pickups), Medium Cargo (medium trucks), Covered / Enclosed (closed body trucks) and Open / Dropside (open body trucks);
dispatch, tracking and job management through the platform;
invoicing, statements and electronic tax invoices.

We assign our Owned Fleet first. Where owned capacity, vehicle type or availability does not allow, we assign the Job to a vetted Partner vehicle. In all cases Arex Spectrum remains your single point of contact and manages the Job end to end. You contract with Arex Spectrum, not with the Partner.

4. Accounts and access

Client accounts are opened by Arex Spectrum after we agree to work with you. Partners register online and are listed only after we approve them.
You must give accurate information and keep it up to date. You are responsible for everything done under your logins.
Keep passwords secret, use a strong password, and tell us immediately at info@arex-spectrum.co.ke if you suspect misuse. We may lock accounts to protect you or the platform.
Client admins are responsible for the users they add and for removing users who leave.
You must be 18 or older to hold an account.

5. Requests, confirmation and pricing

Request. You submit a request with the vehicle category, pickup and delivery details, date and time window, and an accurate description of the Consignment, including weight, quantity and any special requirements.
Confirmation. A request is a request only. A contract for a Job is formed when we confirm it and state the price. We aim to confirm urgent requests within 15 minutes and standard requests within 2 hours during operating hours. We may decline a request.
Price. Prices are calculated from our rate card or your agreed rates: a base fee for the category, a distance charge and any extras, such as waiting time beyond the free period, extra stops, loading crew, or after-hours and Sunday work. Prices exclude VAT, which is charged at the applicable rate (currently 16%).
Changes. If the Consignment, route or timing differs from your request (for example heavier goods, extra stops or long waiting), we may adjust the price or decline to carry. We will tell you before the change where practical.
Estimates shown in the portal are a guide only. The confirmed price is the one we state on confirmation.

6. Your responsibilities as a client

You agree to:

describe the Consignment accurately and declare its value when asked;
pack, label and secure goods suitably for road transport, and provide safe loading and unloading access;
have the goods ready at the agreed time, and arrange a competent person to hand over and receive them;
provide all documents needed for the movement (delivery notes, EPZ gate passes, permits, customs documents);
not hand over prohibited goods (see below) or goods you are not entitled to send;
pay invoices by the due date.

Prohibited goods

Unless we have agreed in writing, we do not carry: hazardous or dangerous goods requiring special licensing, explosives, firearms or ammunition, illegal drugs or controlled substances, live animals, human remains, cash, precious metals or jewellery, goods whose carriage is unlawful in Kenya, or goods that are overweight for the vehicle category. We may refuse, stop or return any Consignment we reasonably believe is prohibited or unsafe, at your cost.

7. Our responsibilities

provide a roadworthy vehicle of the confirmed category, with a valid NTSA inspection, comprehensive commercial insurance and a correctly licensed driver;
collect and deliver with reasonable care and skill, and within the agreed window where reasonably possible;
keep you informed of the Job status, and of any delay or exception, through the platform and by SMS;
capture Proof of Delivery and make the delivery note available to you;
handle your data as described in the Privacy Policy.

Time windows are targets, not guarantees, unless we expressly agree a guaranteed time in writing. Traffic, weather, road closures, security checks and site delays can affect timing.

8. Delivery, sign-off and disputes

A Job is delivered when the goods are handed to the receiver at the delivery address and POD is captured. If no one is available, we may wait (waiting charges apply), return the goods, or deliver as you instruct in writing.
Check goods at delivery and note any visible damage or shortage on the delivery note or in the Driver App.
You may confirm the delivery in the Client Portal, or raise a dispute within 48 hours of delivery. If you do neither, the Job is treated as delivered in good order and is signed off automatically.
Claims for concealed damage must be made in writing within 3 days of delivery with photos and supporting documents.
We investigate disputes and respond within 5 working days. Resolutions may include re-delivery, a credit note or a claim under insurance.

9. Invoicing and payment

We invoice per Job or in weekly or monthly batches, as agreed. Invoices are issued as electronic tax invoices in line with Kenya Revenue Authority requirements.
Payment is due within the payment terms on your account (30 days unless agreed otherwise). You can pay by M-Pesa, bank transfer or another method we accept, quoting the invoice number.
We may charge interest on overdue amounts at a reasonable commercial rate, suspend Services, or require payment before further Jobs.
Query an invoice within 14 days of the invoice date. Undisputed parts must still be paid on time.
You may not set off amounts you believe we owe you against invoices without our written agreement.

10. Cancellations

Cancellations, no-shows and refunds are governed by the Cancellation & Refund Policy. In short, you can cancel free of charge in the portal before a vehicle is assigned. After that, a cancellation charge may apply.

11. Loss, damage and limits of liability

Nothing in these Terms limits liability for death or personal injury caused by negligence, for fraud, or for anything that cannot be limited under Kenyan law, including the Consumer Protection Act, 2012 where it applies.

Goods. We are responsible for loss of or damage to the Consignment from collection until delivery, where it is caused by our negligence or that of a Driver or Partner on the Job. Our liability is limited to the lower of (a) the cost of repair or replacement and (b) KSh 100,000 per Consignment, unless you declared a higher value in writing before collection and we agreed to carry at that value (additional charges may apply).
Exclusions. We are not liable for loss or damage caused by: inadequate packing or labelling; inherent vice or the nature of the goods; your acts or instructions, or those of the receiver; inaccurate descriptions or declarations; delays caused by events outside our reasonable control; or goods carried in breach of these Terms.
Indirect loss. We are not liable for loss of profit, business, production, contracts or goodwill, or for any indirect or consequential loss, even if foreseeable.
Overall cap. Our total liability for all claims arising from a Job is limited to the amount above for goods, and otherwise to the price paid for that Job.
Insurance. We recommend that you hold your own goods insurance for high-value Consignments.

12. Events outside our control

Neither party is liable for delay or failure caused by events beyond its reasonable control. These include extreme weather, floods, road closures, civil unrest, strikes, government action, fuel shortages, pandemics, power or network failures, and security operations. We will tell you as soon as practical and do our best to minimise the effect.

13. Use of the platform

You must follow the Acceptable Use Policy. Do not attempt to hack, overload, copy, scrape, reverse-engineer or misuse the platform. We may suspend accounts that do.
We aim to keep the platform available but do not guarantee uninterrupted service. Planned maintenance will be announced where possible. If the platform is unavailable, call or WhatsApp us to book.
All rights in the platform, our name, the Arex Spectrum logo and website content belong to Arex Spectrum Partners Ltd. or its licensors. You may not copy or reuse them without our written permission.
You keep ownership of data you upload. You give us the right to use it to provide the Services, as described in the Privacy Policy.

14. Suspension and termination

Either party may close a Client account with 14 days' written notice. We may suspend or close an account immediately for non-payment, misuse of the platform, unsafe or unlawful conduct, or a serious breach of these Terms. Accrued payment obligations, and the sections on liability, payment, intellectual property and disputes, survive termination.

15. Changes to these terms

We may update these Terms to reflect changes in our Services, prices or the law. We will post the updated version here with a new "last updated" date and, for material changes, notify account holders by email or in the platform at least 14 days before they take effect. Continued use after that date means you accept the changes. Jobs already confirmed remain under the Terms in force when they were confirmed.

16. Governing law and disputes

These Terms are governed by the laws of Kenya. We will first try to resolve any dispute informally: write to info@arex-spectrum.co.ke and we will respond within 5 working days. If the dispute is not resolved within 30 days, either party may refer it to arbitration in Nairobi under the Arbitration Act, 1995, by a single arbitrator agreed between the parties or, failing agreement, appointed by the Chairperson of the Chartered Institute of Arbitrators (Kenya Branch). Either party may seek urgent relief from the courts of Kenya.

17. Contact

Arex Spectrum Partners Ltd.
Athi River, Machakos County, Kenya
Email: info@arex-spectrum.co.ke
Or use our contact form.