Terms and Conditions of Service

Last Updated: September 2, 2025

Welcome to Crossa.africa. These Terms and Conditions ("Terms") constitute a legally binding agreement between you and Crossa (Pty) Ltd (Reg: 2025/689735/07) t/a Crossa South Africa ("Crossa," "we," "us," or "our"). By creating an account or using our services, you agree to be bound by these Terms.

1. Our Services

Crossa provides a package forwarding and logistics service that allows users to shop from South African retailers and have their purchases delivered to Eswatini. Our services include providing a unique South African delivery address, receiving and processing packages, managing cross-border customs clearance, and facilitating final delivery or collection in Eswatini.

2. User Responsibilities & Account Integrity

• Accurate Information: You agree to provide accurate, current, and complete information during registration and to keep this information updated.
• Account Security: You are responsible for safeguarding your password and for all activities that occur under your account.
• Accurate Declarations: You are solely responsible for accurately declaring the contents and value of your packages by providing a valid, unaltered retailer invoice for each item. Failure to do so is a violation of customs law and may result in severe delays, fines, or seizure of your goods by revenue authorities. Crossa is not liable for any losses incurred due to inaccurate declarations.

3. Service Level Agreements (SLAs)

We are committed to providing a reliable and predictable service. The following SLAs are our public promise to you:

• Hub Processing: Your package will be processed and registered in our system within 8 business hours of its arrival at our Midrand hub.
• Notifications: You will receive real-time notifications (WhatsApp/SMS) for all key events, including package arrival, dispatch, and final payment requests.
• Last-Mile Delivery: Your package will be delivered to your doorstep within 48 business hours of you completing the final payment for shipping and customs fees.
• Support Response: We will provide a first response to all support queries within 2 business hours.

Note: "Business hours" are defined as 08:00 - 17:00 on weekdays, excluding public holidays in South Africa and Eswatini.

4. Fees, Payments, and Your Financial Obligations

• Shipping Fees: Our shipping fees are calculated based on the chargeable weight of your package, which is the greater of its actual or volumetric weight.
• Customs Duties & VAT: You are the Importer of Record. You are fully responsible for paying all customs duties, taxes, and government levies assessed by the Eswatini Revenue Service (ERS). Crossa facilitates the payment of these fees on your behalf as a pass-through cost, which must be paid by you in full before your package can be released for final delivery.
• Payment: All invoices for shipping and customs fees are due upon receipt. We reserve the right to hold packages until full payment has been received.

5. Limitation of Liability & Insurance

• Default Liability: Every package handled by Crossa is covered by our default liability for loss or damage up to a maximum value of R1,000.00. This default liability is conditional on the customer providing a valid proof of purchase for the item.
• Optional Top-Up Insurance: For items valued over R1,000.00, we strongly recommend you purchase our Optional Top-Up Insurance. This can be done via your customer dashboard when your package is registered at our hub. This service allows you to insure your goods for their full declared value (up to a maximum of R25,000.00 per package).
• Acceptance of Risk: If you choose not to purchase top-up insurance for an item valued over R1,000.00, you acknowledge and agree that you are "self-insuring" for the excess value, and Crossa's liability in the event of loss or damage will be strictly limited to the R1,000.00 default cover.
• Exclusions: We are not liable for items lost or damaged by the retailer or their courier before they are received at our Midrand hub. Our insurance does not cover consequential losses or items that are prohibited or insufficiently packaged.

6. Claims Process

• Initiating a Claim: To make a claim for loss or damage, you must contact us at claims@crossa.africa and provide your tracking ID, a valid proof of purchase (invoice), and photographic evidence (for damage claims).
• Time Limits: Claims for damaged goods must be submitted within 48 hours of delivery. Claims for lost goods may be submitted if the package has not been delivered within 7 days of its estimated delivery date.
• Resolution: We will investigate and provide a formal outcome for all valid claims within 10 business days.

7. Prohibited Items

You agree not to use our service to ship items that are illegal, hazardous, or prohibited by customs law. This includes but is not limited to: flammable liquids, explosives, narcotics, currency, and perishable goods. We reserve the right to inspect any package and to refuse shipment of any prohibited item.

8. General Provisions

• Governing Law: These Terms shall be governed by and construed in accordance with the laws of the Republic of South Africa.
• Changes to Terms: We may update these Terms from time to time. Your continued use of the service after such changes constitutes your acceptance of the new Terms.
• Contact: For any questions, please contact us at sawubona@crossa.africa.