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Welcome to Aquantuo! Aquantuo and/or its affiliates (referred to as “Aquantuo,” “we,” “our,” or “us”) own and operate this website (www.aquantuo.com) and our mobile application (the “Aquantuo app”) to provide information and services to our members. These Terms and Conditions outline the rules governing your use of our site, app, and services. By accessing or using the site, the app, or our services, you agree to these terms in full. If you do not agree to all terms, please do not use the site, app, or services.
Accepting These Terms
By using our site, app, or services, or by registering for an account, you:
If you do not accept these terms, please discontinue using our platform.
Scope of Services
Aquantuo offers various logistics and e-commerce solutions, including but not limited to:
Certain services or promotions may be subject to additional terms and conditions (“Additional Terms”), which will be provided where applicable. In case of a conflict between these Terms and any Additional Terms, the Additional Terms will take precedence.
Modifications to Services
We may, at our sole discretion, modify, suspend, or discontinue any service, feature, or pricing without notice. We will not be liable for any losses resulting from such changes. If you disagree with any modifications, your sole remedy is to stop using our services.
Account Registration and Security
To use certain services, members must create an Aquantuo account. By registering, you agree to:
If you suspect unauthorized use of your account, notify us immediately at [email protected]. We may take necessary action, including suspending or terminating your account, to maintain security.
Account Verification:
Use of the Site and App
Members may access our services for personal or commercial use, provided they comply with these Terms. You must not use our platform:
If you no longer wish to use our services, you may request account closure by shutting your account down. Terminating your account does not exempt you from obligations related to past transactions.
Prohibited Items and Compliance with Laws
Members must not use Aquantuo to ship, store, or transport prohibited goods. A full list of prohibited items can be found here: Aquantuo Prohibited Items List
We reserve the right to reject, hold, or dispose of prohibited items at our discretion.
Right to Decline Services
Aquantuo reserves the right to decline or cancel a service request if:
We may request additional information to verify transactions and refuse service if concerns persist.
Pricing and Payments
Pricing Estimates
Payment Methods
Payments can be made using:
By providing payment details, you authorize Aquantuo to charge the applicable fees. Unpaid balances may result in account suspension.
Aquantuo discourages cash payments.
Refunds & Chargebacks
Storage and Last-Mile Delivery
Delivery Attempts
Claims for Loss or Damage
If a package is lost or damaged, members must file a claim within 48 hours of delivery at [email protected]. Claims submitted without insurance will be denied. Our Insurance Policy stipulates Aquantuo's position on insurance cover.
Delays and Force Majeure
Aquantuo is not responsible for delays caused by factors beyond our control, including but not limited to:
No compensation will be provided for such delays.
Terminations and Account Closure
Limitation of Liability
To the fullest extent permitted by law:
Dispute Resolution & Governing Law
No Class Actions
Members agree to resolve disputes individually and waive any rights to participate in class action lawsuits against Aquantuo.
Customer Support
We aim to respond to all inquiries within 3 business days, depending on the nature of the request.
Please use our contact form to submit your request.
Final Provisions
If any provision of these Terms is found to be invalid, the remaining terms will remain in effect.
By using our services, you acknowledge and accept these Terms in full.
Aquantuo is not a shopping platform and therefore does not have any expertise in any specific products. As a logistics company, we only facilitate the purchase and/or transport of specific goods from the specified sellers, individuals and businesses of your choice from USA, Canada, China, UK, and UAE and ship the goods to our different destination African countries. In Africa, we currently have operations in Ghana, Kenya, Uganda, Rwanda, Nigeria, Zambia, DRC and Tanzania.
Online Purchase PolicyIt is the full responsibility of the customer to vet the sellers, suppliers, and online stores they wish to purchase goods from. Aquantuo will not be liable for any fraudulent transactions /cases between the customer and the seller. Aquantuo will not bear liability for any orders routed to wrong addresses by the seller other than the address provided on our website or packages that arrive at our warehouses in defective states. Aquantuo will also not bear liability for the usage of incomplete addresses or a format other than the exact address shown on the customer’s dashboard.
Aquantuo will not take liability for brand new packages still in their unopened/original packaging that are found defective when initially powered on or examined by client, including items that show no physical damage externally. If you’d like Aquantuo to have your new items tested for additional verification prior to shipping, we recommend our premier membership program.
Buy For Me/Concierge PolicyAquantuo will only purchase on the customer’s behalf from authorized brands and stores. It is the full responsibility of the customer to vet the sellers, suppliers, and online stores they wish to purchase goods from before they share these details with our team. In case we deliver a brand-new item that is different from what a customer shared with us (different brand, model, SKU number and size), we will offer full refund or exchange the items from the store with the right one, on condition that the item is not damaged or used. Before an exchange, we will require that the product seal is intact, except for products that cannot be differentiated visually based on information provided on the product packaging.
This policy EXCLUDES items purchased from sites that sell used or refurbished items such as Ebay and Swappa among other unauthorized sellers or third parties. This policy is also not applicable for items sold AS IS.
If a customer requests a refund of an item that has already been purchased, but hasn’t left the country of origin, a refund matching what was received from the store will be initiated. Aquantuo will only send this back to the customer after the refund from the store hits Aquantuo’ s account. The member will receive the amount received from store net all exchange losses, transaction charges and domestic shipping charges. The buy for me / concierge processing fees are not refundable to the customer.
The customer can only request a refund before the package is shipped out of the origin country. Any requests that come in after packages are shipped will not be considered.
Door to Door PolicyTo ensure full protection of picked up packages from the pick-up location to any of our warehouse’s, customers that use this service are required to insure their packages from the pick up point. In case of loss, Aquantuo shall bear full liability of the package and offer a refund of the pick-up fees and item value excluding the insurance amount.
Return PolicyWe do not offer return services once an item has arrived in the destination country where we do not offer export services back to the country of origin. In countries where we offer export to the country of origin the customer shall bear the full cost of export. When items arrive at our warehouses at the country of origin, we shall share one photo of your received orders. We shall provide additional photos of the items if required at a fee of $1 for each additional image shared.
Customers are required to confirm the items received, condition and advise on any damage. Should a customer request a return of an item to a seller/ store or the sender, Aquantuo will require the customer to share a prepaid return label and the team will facilitate the process at the country of origin. The customer must pay for all associated costs to return the item including a service of $10 for each return.
Should Aquantuo prepare the return label and pay the fees on behalf of the customer, the customer will be required to cover all the fees associated with the return and a service fee of $15 for each return. This return processing fee is waived for Buy for Me orders and premier members.
Insurance PolicyThere will be a non-refundable insurance cover of 3% of the value of goods, which the customer declares when they ship to us. This insurance will apply to complete loss of goods and damage provided that the customer pays the applicable premium before the shipment leaves our warehouses in the origin countries.
In case of loss, the customer will select from the three options below:
With whichever option the customer selects, Aquantuo will fulfill their obligation within 15 calendar days from when the resolution was offered. Aquantuo reserves the right to extend the refund issuance timeline if necessary. Should an extension be required, customers will be notified accordingly.
For this insurance to apply, the customer will be required to have paid the shipping fees prior to shipping. Please note that packages shipped without insurance are done at customers’ own risk and any losses or damages will not be borne by Aquantuo. The customer is required to create an order with details on the package information including pricing. If the customer does not create an order and Aquantuo does, the insured value will be based on the value of the item as stated by Aquantuo. If the amount stated by Aquantuo in the Aquantuo created request is higher than the actual value of the item, insurance will be based on the actual value of the item. It is the customer’s responsibility to create requests for each package arriving at Aquantuo’ s origin facility or review all requests created on behalf of the customer. Again, parcels that are uninsured will not be eligible for refunds or claims.
Refund And Claim PolicyIf goods were insured, a customer must notify Aquantuo of any claim for failure to deliver, lost item or damages in writing by submitting a claims report <a href="https://www.aquantuo.com/report-issue" style="color:blue;">here</a>, within 15 business days from the expected delivery date and provide Aquantuo with the inbound tracking number, sender details, the waybill number (if any) and complete receiver information used. here, within 15 business days from the delivery date and provide Aquantuo with the inbound tracking number, sender details, the waybill number (if any) and complete receiver information.
Within 5 calendar days after the item has been identified as missing, Aquantuo will be required to investigate and provide a resolution as per the terms stated in the <a href="https://www.aquantuo.com/insurancePolicy" style="color:blue;">insurance policy</a>.
For refunds, Aquantuo will fulfill their obligation within 15 calendar days from when the resolution was offered. Aquantuo reserves the right to extend the refund issuance timeline if necessary. Should an extension be required, customers will be notified accordingly.
Aquantuo reserves the right to review the value of the package provided by the customer. In the case where failure to provide receipts, the market value of the item will be assumed.
The maximum declared value is $10,000 per package and $15,000 per pallet. If a single package or pallet to be insured exceeds this value, an Account Manager can be engaged for review prior to shipping.
For damaged items, Aquantuo will review the extent of damage and cost involved in fixing the item. A decision to fix or fully replace the item will be arrived at after consultations with the member if insurance is purchased. Please note that we will not refund refurbished or used items due to the risk involved in purchasing them.
A claim will not be eligible for refund where loss of item or failure to deliver on time is due to circumstances beyond Aquantuo’ s control to include but not limited to, inaccurate or incomplete shipment information to our warehouse, delivery instructions or information (missing, inaccurate or no receiver telephone number), shipment of prohibited items or force majeure.
A customer will not assign a different party to file a claim on their behalf.
Aquantuo will make every reasonable effort to deliver its consolidated shipments to the airline on time, but these schedules are not binding and do not form part of this contract.
Aquantuo can choose to settle with no refund to the customer if they were made aware of the need to purchase insurance but still ignored.
Aquantuo will not refund any lost or damaged items to customers who have confirmed fraudulent activities on their account or whose accounts have been blocked for any reason.
Aquantuo reserves the right to update our insurance policy anytime, with notifications via our website or direct communication.
By using Aquantuo’ s service, you agree to this policy.
We appreciate your co-operation and support.
If you have any questions or need further information, please contact us at mailto:<a href='mailto:[email protected]'>[email protected]</a>
This privacy policy governs your use of the software application Aquantuo (“Application”) for mobile devices and website. The Application is intended to facilitate the movement of goods from different locations through Aquantuo or the use of individual Transporters or business Transporters or other third parties.
User Provided Information
The Application obtains the information you provide when you download and register the Application. Registration with us is optional. However, please keep in mind that you may not be able to use some of the features offered by the Application unless you register with us.
When you register with us and use the Application, you generally provide (a) your name, email address, age, user name, password, picture and other registration information; (b) transaction-related information, such as when you agree to move goods, respond to any offers, or download or use applications from us; (c) information you provide us when you contact us for help; (d) credit card information, driver’s license/state identification card/passport, social security number, business license numbers and bank account information for transactions and use of the Application, and; (e) information you enter into our system when using the Application, such as contact information and project management information.
We may also use the information you provided us to contact you from time to time to provide you with important information, required notices and marketing promotions.
Automatically Collected Information
In addition, the Application may collect certain information automatically, including, but not limited to, the type of mobile device you use, your mobile devices unique device ID, the IP address of your mobile device, your mobile operating system, the type of mobile Internet browsers you use, and information about the way you use the Application.
Does the Application collect precise real time location information of the device?
This Application does collect precise information about the location of your mobile device. User location is collected for the sole use of this application to find other users in the same vicinity, data collected will not be shared under any circumstance with third parties of any kind.
Do third parties see and/or have access to information obtained by the Application?
Only aggregated, anonymized data is periodically transmitted to external services to help us improve the Application and our service. We will share your information with third parties only in the ways that are described in this privacy statement.
We may disclose User Provided and Automatically Collected Information:
as required by law, such as to comply with a subpoena, or similar legal process;
when we believe in good faith that disclosure is necessary to protect our rights, protect your safety or the safety of others, investigate fraud, or respond to a government request;with our trusted services providers who work on our behalf, do not have an independent use of the information we disclose to them, and have agreed to adhere to the rules set forth in this privacy statement.
if Aquantuo is involved in a merger, acquisition, or sale of all or a portion of its assets, you will be notified via email and/or a prominent notice on our Web site of any change in ownership or uses of this information, as well as any choices you may have regarding this information.
What are my opt-out rights?
You can stop all collection of information by the Application easily by uninstalling the Application. You may use the standard uninstall processes as may be available as part of your mobile device or via the mobile application marketplace or network. You can also request to opt-out via email, at [email protected].
Data Retention Policy, Managing Your Information
We will retain User Provided data for as long as you use the Application and for a reasonable time thereafter. We will retain Automatically Collected information for up to 24 months and thereafter may store it in aggregate. If you’d like us to delete User Provided Data that you have provided via the Application, please contact us at [email protected] and we will respond in a reasonable time. Please note that some or all of the User Provided Data may be required in order for the Application to function properly.
Children
We do not use the Application to knowingly solicit data from or market to children under the age of 17. If a parent or guardian becomes aware that his or her child has provided us with information without their consent, he or she should contact us at [email protected] We will delete such information from our files within a reasonable time.
Security
We are concerned about safeguarding the confidentiality of your information. We provide physical, electronic, and procedural safeguards to protect information we process and maintain. For example, we limit access to this information to authorized employees and contractors who need to know that information in order to operate, develop or improve our Application. Please be aware that, although we endeavor to provide reasonable security for information we process and maintain, no security system can prevent all potential security breaches.
Changes
This Privacy Policy may be updated from time to time for any reason. We will notify you of any changes to our Privacy Policy by posting the new Privacy Policy here and informing you via email or text message. You are advised to consult this Privacy Policy regularly for any changes, as continued use is deemed approval of all changes.
Your Consent
By using the Application, you are consenting to our processing of your information as set forth in this Privacy Policy now and as amended by us. “Processing,” means using cookies on a computer/hand held device or using or touching information in any way, including, but not limited to, collecting, storing, deleting, using, combining and disclosing information, all of which activities will take place in the United States. If you reside outside the United States your information will be transferred, processed and stored there under United States privacy standards.
Contact us
If you have any questions regarding privacy while using the Application, or have questions about our practices, please contact us via email at: [email protected].
Aquantuo Payment and Storage Policy
At Aquantuo, we're committed to providing a seamless shipping experience for our members. To ensure smooth operations and timely deliveries, we have updated our Payment and Storage Policy to make the process even more efficient and transparent.
Policy Overview
Effective immediately, full payment is required before shipping any packages from our country of origin warehouses to their destination countries. This policy allows us to manage logistics efficiently and deliver your packages on time.
Purpose
The purpose of this policy is to improve customer service by minimizing delays through requiring upfront payment. This way, we can better plan shipments and manage the logistics process, leading to quicker and more reliable service for you.
Upon request, members can make a 70% deposit upfront and pay the remaining 30% within 7 days after your package arrives at its destination country. You will receive an email notification once the packages arrive at the destination country.
We provide a one-time shipment consolidation for your packages. Once the consignment leaves the country of origin warehouse, no further consolidation will be possible
As part of our China procedures and operations, we only take a picture of the box label unless you request to see the specific contents. If you would like us to open the box and provide images of the contents, a $1 per package fee will apply.
1. Identified Packages:
If your package is properly identified and invoiced, storage fees will begin 7 days after the invoice is issued. If payment is not completed within 21 days, either in the country of origin, destination country, or both, your package will be donated to charity in accordance with our Abandoned package policy, and Aquantuo will no longer be liable for it.
Once your package is sorted at the destination country, you will receive an email notification. You must pick up your package within 7 days of receiving this email, after which storage charges will start accruing. If your package is not picked up or if you do not request Aquantuo to perform a last-mile delivery to your specific address within 21 days of the sorting completion email, your package will be donated to charity in accordance with our Abandoned package policy, and Aquantuo will no longer be liable for it.
The following storage fees will apply if full payment is not made within the free 7-day period:
Weight & Dimension issues:
Concerns about weight discrepancies must be raised within 48 hours of receiving the final invoice after your item has arrived at the country-of-origin warehouse. After this period, requests for re-weighing or cost revisions will not be accepted.
Special Goods:
Your invoice may be adjusted if additional checks reveal that the package contains special goods, such as liquids, car batteries, perfumes, or cosmetic products.
Click here to review the list of restricted and prohibited items.
Returns After Shipment:
No refunds will be provided for cancellations once the shipment has left the country of origin. Any concerns or issues must be raised before the shipment departs.
Returns at Origin:
Members are responsible for all return costs. A pre-paid return label must be provided, or if we create the label, a service fee will apply. Members must cover all associated return costs.
Logistics and Operations
Payment Before Shipping:
Requiring payment before shipping allows Aquantuo to plan and manage logistics more efficiently, improving service delivery and operational processes.
Handling Damaged Items:
If an item arrives damaged at any of our origin warehouses, we will notify you to arrange a return or inform us on how to proceed with the package. If an item gets lost between receipt at the country of origin warehouse and delivery to the destination, and insurance was paid, we will reimburse all fees except for the insurance fees and any accrued storage fees. Each case of damage or loss will be assessed individually.
Insurance:
For packages with a declared value of $200 or above, insurance is mandatory and is set at 3% of the declared value for both air and sea freight. For packages with a declared value below $200, members may opt out of insurance within 48 hours of the package being received and uploaded to the member’s account.
Member Responsibilities
Members have up to ten (10) days to claim or report an item not confirmed as received or updated on their account dashboard. We understand things can get busy, but after this period, we won’t be able to assist with any reports or requests related to the package status. This ensures we can resolve issues quickly and efficiently for everyone.
Consequences of Non-Compliance
Failure to comply with this policy may result in shipping delays and the accruing of storage fees. Packages that remain unpaid for after 21 days will be donated to charity, and Aquantuo will no longer be held liable for them.
Review and Updates
This policy will be reviewed regularly to ensure it aligns with our operational needs and meets member expectations. Updates will be communicated as needed.
For more information, please visit our FAQs.
1. Introduction
These terms and conditions govern the Refer and Earn Program offered by Aquantuo. By participating in the Program, you agree to comply with these Terms.
2. Eligibility
2.1. The Program is open to individuals who have an active account with Aquantuo Company Limited.
2.2. The Program is void where prohibited by law.
2.3. Referrers: You will need to be an existing user of the service or app to be a referrer.
3. How to Participate
3.1. To participate, log in to your account on our website or app and access the Refer and Earn section.
3.2. Share your unique referral link with business associates, friends, family, or acquaintances.
3.3. Referees must use your unique referral link to sign up for an account and complete a qualifying shipment.
4. Qualifying Shipment
4.1. A qualifying shipment is defined as any shipment that meets the minimum spend requirement of $11 shipping fees and is not canceled or returned.
4.2. The qualifying shipment must be completed within 6months of the Referee’s sign-up.
5. Referral Rewards
5.1. Referrers will be eligible for a reward based on the value of each successful referral.
5.2. Rewards will be credited to the Referrer’s account within 3 days after the Referee’s qualifying shipment is completed.
5.3. Shipping credit cannot be claimed as cash and is non-transferable.
5.4. Referral discounts are valid for 3 months from the date of issuance.
5.5. After the initial 6 months and up to 12 months, shipping credit to the Referrer still applies, but the referral discount will not.
5.6. Referrers can use more than one discount type on a single shipment request.
6. Restrictions
6.1. Referees must be new customers who have not previously signed up for an account with Aquantuo
6.2. Self-referrals are not allowed. Referrers cannot refer to themselves or create multiple accounts to earn rewards.
6.3. A Referrer cannot sign up with different names to participate in the Program.
6.4. Referrers must not engage in spamming or sending unsolicited emails to individuals they do not personally know.
7. Termination and Changes
7.1. Aquantuo reserves the right to terminate or suspend the Program at any time without prior notice.
7.2. Aquantuo may modify these Terms at any time. Continued participation in the Program will constitute acceptance of the modified Terms.
8. Fraudulent Activity
8.1. Aquantuo reserves the right to investigate any referral activities for potential fraudulent or abusive behavior.
8.2. Referrers found to be engaging in fraudulent activity will forfeit any earned rewards and may have their accounts suspended or terminated.
9. Limitation of Liability
9.1. The Program is open to individuals who have an active account with Aquantuo Company Limited.
9.2. The Company’s liability is limited to the value of the rewards earned in accordance with these Terms.'
10. Governing Law
These Terms are governed by and construed in accordance with the laws of the state of Delaware without regard to its conflict of law principles.
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