Airport Mtaani Terms & Conditions

1. Binding Nature

• By accessing, using, or booking any of our services or through our platform, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions, together with any related policies, including our Privacy Policy.
• Unless otherwise defined in these Terms and Conditions, capitalized terms such as “Booking,” “Pick-up Point,” “Delivery,” and other defined expressions shall have the meanings assigned to them as below.

2. Bookings

• Bookings may be made through our online platform, by telephone, email, or by visiting any of our service locations in person.
• A booking shall only be deemed confirmed upon issuance of a booking confirmation by Airport Mtaani, whether by email or through another officially designated communication channel.
• Airport Mtaani reserves the right to decline, suspend, or cancel any booking at its sole discretion where necessary, including but not limited to circumstances involving security requirements, regulatory compliance, operational constraints, suspected fraudulent activity, or any other reason deemed necessary to safeguard its operations, personnel, or customers.

3. Fees & Payment

• The applicable fees for the requested service will be communicated to you before your booking is confirmed. Unless otherwise agreed in writing, all applicable charges must be paid in full before any baggage is accepted for storage or before the requested service is provided.
• Airport Mtaani accepts payment through secure online payment links, cash, credit or debit cards, and other locally accepted payment methods, including M-PESA. Airport Mtaani reserves the right to modify or discontinue any accepted payment method at its discretion.

4. Customer Responsibilities

You agree to:

• Arrive on time at the designated Pick-up Point, Drop-off Point, Collection Point, or any other agreed service location.
• Ensure that all baggage is securely packed and closed, and does not exceed 32 kg per bag, or any lower weight limit imposed by the applicable airline.
• Ensure that your baggage does not contain any prohibited, restricted, dangerous, or undeclared items, in accordance with applicable laws, aviation security regulations, and these Terms and Conditions.
• Ensure that any third party authorized to hand over or collect your baggage on your behalf (including hotel staff, family members, friends, or other representatives) has your express authorization and is able to verify their identity upon request.
• Obtain and maintain adequate travel and/or baggage insurance appropriate for your journey and belongings.
• Ensure that you, or your duly authorized representative, is present and available at the scheduled Pick-up, Collection, or Delivery time. If neither you nor your authorized representative is available, Airport Mtaani reserves the right to apply additional storage charges, waiting time charges, re-delivery fees, or any other applicable service charges arising from the failed or delayed collection or delivery.
• Inspect your luggage carefully before accepting or signing the Proof of Delivery or Handover. Once the luggage has been handed over and the Proof of Delivery has been signed, Airport Mtaani’s responsibility and liability for the luggage shall cease.

5. Company Responsibilities

Airport Mtaani shall:

• Use reasonable care and commercially reasonable efforts to provide baggage storage, collection, transportation, and delivery services in a timely and professional manner.
• Use reasonable efforts to meet scheduled collection and delivery times. However, all stated times are estimates and are not guaranteed. Airport Mtaani shall not be liable for delays arising from circumstances beyond its reasonable control, including but not limited to Force Majeure events, airport or airline operational requirements, security procedures, customs or government inspections, traffic conditions, or other unforeseen operational disruptions.
• Respect the privacy and security of your baggage and will not open, inspect, or otherwise access its contents except where:

• required by applicable law or regulatory authorities;
• directed by airport, customs, security, or law enforcement authorities;
• reasonably necessary to protect the safety or security of persons or property; or
• you have provided your prior consent.

• Exercise reasonable care while your baggage is in its custody. Except as expressly provided in these Terms and Conditions, Airport Mtaani’s liability shall be subject to the limitations and exclusions set out herein.

 

6. Off-Airport Luggage Pick-Up Service

• The Off-Airport Luggage Pick-Up Service is currently available only for passengers travelling through Jomo Kenyatta International Airport (NBO) and Wilson Airport (WIL).
• At the scheduled pick-up, all passengers, or their duly authorized representatives, must be present and provide valid identification, including a passport or other government-issued identification, together with any documents reasonably required to verify ownership of the baggage.
• Airport Mtaani’s responsibility for the baggage shall cease upon successful handover of the baggage to the passenger or their duly authorized representative at the designated airport or other agreed handover location, evidenced by confirmation of receipt.
• Customers are responsible for ensuring they are available at the agreed pick-up time and location. Where a customer fails to meet the agreed conditions, including arriving late, failing to present the required documentation, or otherwise preventing the service from being completed, Airport Mtaani reserves the right to treat the service as a failed collection, Storage, or Delivery. In such cases, no refund shall be payable for any services already rendered or costs incurred, except where otherwise required by applicable law or expressly agreed in writing.

7. Land and Leave Delivery Service

• The Land and Leave Delivery Service is available only after the passenger’s baggage has been released by the airline and has successfully completed all applicable customs, immigration, security, and other regulatory clearance procedures.
• Until the baggage has been received and acknowledged by Airport Mtaani, the airline or its appointed ground handling agent shall remain solely responsible for any baggage that is delayed, missing, damaged, misrouted, or otherwise unavailable.
• By using this service, you acknowledge and consent to any customs inspections, security screenings, quarantine requirements, or other examinations that may be conducted by the relevant government or airport authorities. Airport Mtaani shall not be liable for any delay, loss, damage, seizure, or other consequences arising from such lawful inspections or regulatory actions.
• Airport Mtaani shall only assume responsibility for the baggage from the time it has been physically received into its custody and shall cease to be responsible upon delivery of the baggage to the passenger or their duly authorized representative, as evidenced by confirmation of receipt.

8. Amendments and Cancellations

Bookings may be amended or cancelled subject to the following terms:

8.1 Cancellations

• Cancellations made at least 6 hours before the scheduled Pick-up or Collection Time for Luggage Pick-up, Land & Leave, or Facilitation Services will be eligible for an 80% refund. The remaining 20% will be retained as an administrative fee.

No refunds will be issued for:

1. • • Cancellations made less than 6 hours before the scheduled Pick-up or Collection Time.
     • Storage Service cancellations once the luggage has been received and is in the possession of Airport Mtaani.
     • Early storage collections.

• Amendments

• Requests to amend a booking may attract additional charges where applicable.
  • Refunds
• All approved refunds will be processed using the original method of payment within 21 days from the date the refund is approved.

9. Failure to Collect or Pay

• Uncollected stored luggage incurs KES 1,500/USD10.00 Per bag, or an applicable redelivery fee.
• After 30 days, unclaimed luggage within Airport Mtaani’s possession is deemed abandoned.

 

 

10. Liability

• Liability limited to a maximum of KES 40,000 per bag or KES10,000 per item whichever is applicable.
• No liability for luggage damaged while in the custody of the Airline.
• Hala Nairobi (Airport Mtaani) will bear no liability for any indirect, incidental, or associated costs arising from issues related to luggage handling.
• Claims must be made within 24hrs of receiving our service with proof of documentation.
• Once luggage is handed back to the rightful owner (off-airport luggage pick-up), liability shifts to the owner of the bags.

11. Data Privacy

• Airport Mtaani collects, uses, stores, and processes personal data solely for the purpose of providing its services, complying with applicable legal and regulatory obligations, and improving customer experience, in accordance with its Privacy Policy and applicable data protection laws.
• Unless a longer retention period is required by law or for legitimate business purposes, personal data collected in connection with your booking and use of our services will be retained for a period of one (1) year, after which it will be securely deleted or anonymized.
• Requests to access, correct, update, or delete your personal data, or to exercise any other applicable data protection rights, may be submitted by email to hala1@airportmtaani.co.ke. Airport Mtaani will respond to such requests in accordance with applicable data protection laws.
• Where you make a booking or provide personal information on behalf of another individual, you represent and warrant that you have obtained that individual’s authorization and, where required by law, their consent to share their personal data with Airport Mtaani for the purposes of providing the requested services.

12. General Legal Terms

• Airport Mtaani reserves the right to amend, modify, or update these Terms and Conditions at any time. Any changes shall become effective upon publication on our website or through any other official communication channel. Continued use of our services after such changes constitutes your acceptance of the revised Terms and Conditions.
• These Terms and Conditions shall be governed by and construed in accordance with the laws of the Republic of Kenya. Any dispute, claim, or controversy arising out of or in connection with these Terms or the services provided by Airport Mtaani shall be subject to the exclusive jurisdiction of the courts of Kenya.
• If any provision of these Terms and Conditions is found to be invalid, illegal, or unenforceable by a court of competent jurisdiction, the remaining provisions shall continue in full force and effect.
• Any failure or delay by Airport Mtaani to enforce any right or provision of these Terms and Conditions shall not constitute a waiver of that right or provision.
• These Terms and Conditions constitute the entire agreement between you and Airport Mtaani in relation to the services provided and supersede any prior understandings or representations relating to the same subject matter.
• These Terms and Conditions are drafted in the English language. In the event of any inconsistency or conflict between the English version and any translated version, the English version shall prevail and be binding.