Terms & Conditions of Service

1. Our Services

Luminex provides technology-enabled logistics and courier solutions that may include:

• Document collection & secure delivery
• Secure institutional & legal deliveries
• Scheduled and on-demand dispatches
• Same-day & priority courier routing
• Real-time tracking & proof of delivery (POD)
• Doorstep recipient verification protocols
• Route optimisation & live notifications
• Vault returns & failed-delivery management

Specific service availability, pricing, and delivery timelines may vary based on geographic location, package characteristics, and prevailing operational circumstances.

2. Booking a Delivery

Delivery requests may be logged via our website, WhatsApp dispatch desk, customer relations channels, institutional portal, or another authorized mechanism. The Customer must supply complete, accurate details, including:

• Sender and authorized recipient full legal names;
• Precise digital address, GPS coordinate, or physical pickup and delivery locations;
• Active telephone contact numbers (WhatsApp enabled preferred);
• Specific delivery instructions and required service timeframes; and
• Document or consignment description and any specialized handling or security directives.

Luminex reserves the right to reject, hold, or delay any delivery where supplied information is materially inaccurate, incomplete, or insufficient to safely execute the assignment.

3. Customer Responsibilities

The Customer warrants and is strictly responsible for ensuring that:

• They possess lawful authority to transfer and dispatch the item or document;
• The consignment contents are fully compliant with the laws of Ghana;
• Recipient and destination particulars provided to Luminex are accurate;
• Consignments are securely and appropriately packaged prior to courier intake;
• Required recipient authorizations or consents have been secured; and
• Luminex services are not used to facilitate fraudulent, unlawful, or deceptive conduct.

Customers must never knowingly provide false information regarding the identity of senders, recipients, or cargo contents.

4. Prohibited Items

Unless expressly agreed in writing by Luminex and legally sanctioned, standard delivery services strictly prohibit:

Luminex reserves the unconditional right to inspect outer packaging, refuse, suspend, or terminate any transit where dangerous, illegal, or prohibited materials are suspected, and report such instances to Ghanaian law enforcement.

5. Sensitive & Confidential Documents

Customers acknowledge that Luminex handles sensitive legal, diplomatic, corporate, and medical records. While Luminex maintains robust chain-of-custody protocols, the Customer remains responsible for:

• Properly sealing documents in tamper-evident envelopes or security pouches;
• Clearly specifying designated recipients and delivery protocols; and
• Communicating any heightened security directives prior to physical intake.

Where enhanced armored escort, vault segregation, or custom non-disclosure protocols apply, dedicated contractual riders may be executed.

6. Recipient Verification & Doorstep Handover

To maintain audit-ready security, Luminex may require the recipient to provide verification prior to handover:

• Physical government-issued photo ID (Ghana Card, Passport, Driver’s License);
• Telephone verification or one-time password (OTP);
• Electronic handwritten signature capture;
• Corporate seal or authorized delegation code; or
• Photographic handover confirmation.

If the recipient cannot satisfy verification requirements, the courier will not release the item, and the delivery will be marked unsuccessful.

7. Delivery Times

Luminex makes every reasonable effort to satisfy communicated delivery windows. Delivery estimates are indicative and non-guaranteed unless expressly executed in writing as a guaranteed Service Level Agreement (SLA).

Transits may be influenced by regional traffic congestion, adverse weather, road closures, civil actions, recipient unavailability, or other conditions outside Luminex’s direct control.

8. Failed Deliveries & Redelivery Protocol

A delivery is deemed unsuccessful if the recipient cannot be located, refuses the parcel, fails identity verification, is unavailable, or if access is restricted.

9. Proof of Delivery (POD)

Depending on the service tier, Proof of Delivery consists of digital signatures, OTP logs, timestamps, recipient names, courier telemetry, and photographic handover records. The Customer authorizes Luminex to compile and retain such evidence for security, operational, and legal audit compliance under Ghanaian law.

10. Fees, Payment & Statutory Disclosures

Applicable fees are communicated prior to or at the time of booking. Pricing reflects transit distance, speed tier, package characteristics, waiting time, verification protocols, and applicable statutory taxes.

11. Cancellation & Refund Policy

Customers may cancel a delivery prior to courier assignment without penalty. Once a courier is dispatched or collection has occurred, cancellation fees or transportation charges may apply as costs have already been incurred.

Dedicated Policy Reference: For detailed terms governing the 4 cancellation stages, courtesy attempts, review periods, and refund claims, please review our official Refund, Cancellation & Rescheduling Policy.

12. Loss, Damage or Misdelivery Claims

Luminex exercises professional care in handling consignments. In the rare event of damage, total loss, or misdelivery while under our control, the Customer must notify our Customer Relations Office as soon as reasonably practicable.

Because legal and corporate instruments possess high commercial importance but limited physical replacement value, institutional clients are urged to declare high-value riders or execute master service covenants prior to dispatch.

13. Limitation of Liability

To the maximum extent permitted by Ghanaian law, Luminex is not liable for indirect, incidental, special, punitive, or consequential loss, including loss of business profit, anticipated opportunities, or reputational damage.

Nothing in these Terms limits or excludes liability that cannot lawfully be limited under the laws of Ghana, including fraud or willful misconduct. For institutional partners, liability may be governed by a separate Master Services Agreement.

14. Customer Indemnity

The Customer agrees to indemnify and hold harmless Luminex Logistics, its officers, couriers, and agents against losses, liabilities, and expenses arising from unlawful use of services, tender of prohibited items, inaccurate sender/recipient data, or infringement of third-party rights, except where caused by Luminex’s gross negligence.

15. Privacy & Data Protection

All personal identification details, telemetry logs, and contact numbers are processed strictly under Ghana’s Data Protection Act (Act 843) and governed by our Privacy Policy, which forms an integral part of these Terms.

16. Intellectual Property

All rights in Luminex software, tracking algorithms, brand trademarks, website architectures, and proprietary dispatch systems remain the exclusive property of Luminex Logistics Ltd. Customers receive only a limited, non-exclusive license to use the platform for scheduling legitimate deliveries. Reverse engineering or unauthorized distribution is strictly prohibited.

17. AI & Automated Systems

Luminex utilizes algorithmic and artificial intelligence systems to optimize fleet routing, courier allocation, ETA forecasting, fraud mitigation, and support triage. Human oversight is maintained over all material operational decisions, ensuring automation never unlawfully impairs customer rights.

18. Customer Accounts & Security Controls

Where corporate accounts are provisioned, customers are responsible for preserving credential confidentiality. Sharing access in an unauthorized manner, impersonating third parties, attempting to circumvent security controls, or introducing malicious code is grounds for immediate termination.

19. Suspension or Termination

Luminex may suspend or terminate service access where a customer breaches these Terms, where fraudulent activity or security risks are suspected, where invoices remain unpaid, or where required by statutory authorities.

20. Force Majeure

Luminex is not liable for delays or fulfillment failures caused by events beyond reasonable operational control, including natural disasters, flooding, epidemic declarations, civil unrest, warfare, road blockades, telecom blackouts, cyberattacks, or extraordinary weather disruptions.

21. Dispute Resolution

Customers agree to first submit any dispute or claim to Luminex for informal administrative review. Where appropriate, parties may explore mediation or alternative dispute resolution prior to formal judicial proceedings.

22. Governing Law & Jurisdiction

These Terms of Service are governed by, construed, and enforced exclusively in accordance with the laws of the Republic of Ghana. Unresolved legal claims fall within the exclusive jurisdiction of the competent courts in Accra, Ghana.

23. Electronic Acceptance & Entire Agreement

Under the Ghana Electronic Transactions Act (Act 772), booking via our website, WhatsApp, or institutional portal constitutes legally binding acceptance of these Terms.

These Terms, together with the Privacy Policy, Refund Policy, and any written institutional contract, represent the complete agreement between the parties. Negotiated institutional master agreements supersede these general terms in the event of direct inconsistency.