Terms of Service

1. General Provisions

1.1. Parties and Definitions

These Terms of Service (hereinafter — the "Terms") govern the relationship between:

The Company: INDIVIDUUM DOO, a legal entity registered in the Republic of Serbia, address: Kraljevačka 68, 11010, Belgrade (Voždovac), Serbia, Registration No.: 21782050, Tax ID (PIB): 112981959 (hereinafter — the "Company")

and the User — a natural or legal person using the Kiki mobile application (hereinafter — the "App").

The following definitions are used in these Terms:

• Service — the software and hardware system, including the App and the Company's website, that enables interaction between Users and Couriers

• User — a person registered in the App

• Sender — a User who has placed an Order to send a Shipment

• Recipient — the person designated by the Sender as the recipient of the Shipment

• Courier — a representative of a partner agency who physically performs the delivery of the Shipment

• Order — a request for delivery services placed through the App

• Shipment — the item or items handed over by the Sender for delivery to the Recipient

• Service Area — the geographic area within which the Company provides services, as defined by the Company in the App

• Rates — the current prices for delivery services, posted in the App

1.2. Legal Nature of the Service

The Company provides a technology platform that enables information exchange between Users and Couriers — representatives of a partner agency. Each Order constitutes a separate service agreement entered into between the Sender and the Courier, with the technological assistance of the Company.

1.3. Acceptance of the Terms

Use of the Service constitutes unconditional acceptance of these Terms. Registration in the App requires the User's explicit consent to these Terms by checking the corresponding box.

If the User does not agree with any provision of these Terms, the User must immediately cease using the Service.

1.4. Amendments to the Terms

The Company reserves the right to amend the Terms unilaterally. Users will be notified of material changes through the App and/or by email at least 14 (fourteen) calendar days prior to the changes taking effect.

Continued use of the Service after notification constitutes acceptance of the updated Terms. If the User does not agree, the User must cease using the Service.

2. Registration and Account

2.1. Eligibility for Registration

Registration in the App is available to:

• natural persons who have reached 18 years of age

• legal entities registered in the Republic of Serbia or another jurisdiction, acting through authorized representatives

When registering, the User must provide accurate information: name (business name), phone number, email address, and any other information requested by the App.

2.2. Verification of Information

The Company reserves the right to request additional verification of the User's information (identification documents, legal entity registration documents) and to suspend the account until such verification is provided.

2.3. Account Security

The User is fully responsible for maintaining the confidentiality of the credentials used to access the account (password, access to the phone linked to the account). All actions performed using the User's account are deemed actions of the User.

The User must promptly notify the Company through customer support of any unauthorized access or suspected unauthorized access.

2.4. Account Deletion

The User may delete their account at any time through the App's functionality. Deletion of the account does not release the User from obligations arising prior to deletion (including financial obligations).

3. Placing and Fulfilling an Order

3.1. Creating an Order

The User creates an Order through the App by providing:

• the address and contact information for the pickup location

• the address and contact information for the delivery location and the Recipient

• the description, weight, and category of the Shipment

• the desired pickup time (immediate or scheduled)

• the payment method

Orders may only be placed within the Service Area. Addresses outside the Service Area will not be accepted for fulfillment.

3.2. Price Calculation

The price of services is calculated automatically based on the current Rates posted in the App at the time the Order is placed. The price depends on distance, type of shipment, and other parameters.

The price includes value added tax (VAT/PDV) at the rate established by the laws of the Republic of Serbia.

3.3. Order Confirmation

The User confirms the Order by tapping the corresponding button in the App after reviewing the price calculation, ETA, and other parameters.

The User's confirmation of the Order constitutes:

• agreement with the price of services

• confirmation of the accuracy of all information provided

• confirmation that the Shipment does not contain prohibited items (see Section 6)

• conclusion of the service agreement

3.4. Courier Assignment

After the Order is confirmed, the Company arranges for the search and assignment of a Courier. The Company does not guarantee:

• a specific time for Courier assignment

• a specific Courier

• a specific delivery method (type of transport)

If a Courier cannot be assigned within a reasonable time, the Company reserves the right to cancel the Order and refund any amounts paid (where applicable).

3.5. Handover of the Shipment to the Courier

The Sender must:

• be present at the pickup location within a reasonable time after the Courier's arrival

• hand over the Shipment in proper packaging (see Section 5)

• provide the Courier with all information necessary for delivery

• confirm the handover through the App

From the moment the Shipment is handed over to the Courier, the risk of accidental loss or damage passes to the Courier within the scope of their liability.

3.6. Delivery of the Shipment

The Courier must deliver the Shipment to the address specified in the Order. Delivery is deemed completed:

• at the moment the Shipment is handed over to the Recipient

• at the moment the Shipment is returned to the Sender in the event of an inability to deliver

• upon expiration of a reasonable waiting period for the Recipient

Upon receiving the Shipment, the Recipient must inspect the integrity of the packaging. Any claims regarding the condition of the Shipment must be reported at the time of receipt and recorded through the App.

3.7. Inability to Deliver

If the Recipient is unavailable or refuses to accept the Shipment:

• the Courier will contact the Sender to agree on next steps

• the Shipment will be returned to the Sender, with an additional return delivery fee charged according to the Rates

• if the Shipment cannot be returned to the Sender, it will be stored for 3 days, after which the Company reserves the right to dispose of the Shipment at the Sender's expense

4. Payment

4.1. Payment Methods

The Company accepts payment by:

• Cash — the Sender hands cash to the Courier at the time of delivery

• Bank card — through a secure payment gateway

4.2. Time of Payment

For cash payments, the Sender pays the Courier at the time of delivery. For card payments, the charge is processed at the time the Order is confirmed.

4.3. Refunds

Refunds will be issued in the following cases:

• Order canceled before Courier assignment — full refund

• Order canceled before pickup of the Shipment — refund minus the penalty under Section 7

• Order not fulfilled due to the Company's fault — full refund

Refunds for card payments will be processed by the same method within 14 (fourteen) business days.

5. User Obligations

5.1. Packaging of the Shipment

The Sender bears full responsibility for proper packaging of the Shipment. The Shipment must be packaged so as to:

• ensure the integrity of its contents under normal transport conditions

• prevent damage to other items or to the Courier

• in the case of fragile items — be packaged with cushioning materials and clearly labeled with the word "FRAGILE" ("LOMLJIVO") in English or Serbian

The Company and the Courier do not inspect the quality of packaging and are not responsible for damage caused by improper packaging.

5.2. Accuracy of Information

The Sender is fully responsible for the accuracy of all information provided when placing the Order: addresses, contact information, description and weight of the Shipment, and instructions for the Courier.

The Company and the Courier are not liable for the consequences of providing inaccurate information, including inability to deliver, delivery to the wrong person, or delivery to the wrong address.

5.3. Declaration of Value

When sending items valued at more than 100 (one hundred) euros in the RSD equivalent, the Sender must declare the value of the Shipment when placing the Order.

Without a declaration of value, the liability of the Company and the Courier is limited to 100 euros in the RSD equivalent, regardless of the actual value of the Shipment (see Section 8).

5.4. Contents of the Shipment

The Sender warrants that the Shipment does not contain prohibited items (see Section 6) and does not violate the laws of the Republic of Serbia.

5.5. Presence

The Sender must ensure:

• the presence of a person to hand over the Shipment to the Courier at the pickup location

• the presence of the Recipient (or a person authorized to receive the Shipment) at the delivery location

If no such person is present, the provisions of Section 3.7 of these Terms will apply.

5.6. Compliance with the Law

The User must use the Service in accordance with the applicable laws of the Republic of Serbia. It is prohibited to use the Service for:

• transporting prohibited items

• fraudulent activities

• infringing the rights of third parties

• attempting to gain unauthorized access to the Service

6. Items Prohibited from Delivery

The following items are strictly prohibited from delivery through the Service (the full list is provided in Appendix No. 1 to these Terms).

6.1. Category A — Fully Prohibited

• Weapons, ammunition, and parts thereof (firearms, gas, air, less-lethal, and bladed weapons)

• Explosives, pyrotechnics, fireworks

• Highly flammable, toxic, corrosive, or radioactive substances

• Narcotic and psychotropic substances, precursors

• Counterfeit goods, stolen property

• Live animals, insects, or plants listed in the Red Book of endangered species

• Biological samples (blood, tissue) without specialized packaging

• Cash, securities, bank cards

• Precious metals in bars, coins, jewelry

• Original passports, ID cards, diplomas

• Notarized documents (originals)

• Classified or confidential documents

6.2. Category B — Prohibited Without Special Approval from Customer Support

• Alcoholic beverages

• Tobacco products and products containing nicotine

• Prescription medications

• Perishable products without specialized packaging

6.3. Category C — Restrictions Based on Characteristics

• Items valued at more than 300 (three hundred) euros in the RSD equivalent

• Items weighing more than 10 (ten) kilograms

• Items that do not fit within a standard courier bag of 40×40×30 cm

6.4. Consequences of Violation

If prohibited items are discovered:

• the Courier may refuse to accept the Shipment

• if discovered after pickup, the Shipment will be returned to the Sender, who will pay the full price of services and the cost of return delivery

• in the case of items prohibited by law, the Company may notify the competent authorities

• the Company and the Courier are not liable for the loss of or damage to prohibited items

• the User will reimburse the Company for all losses incurred in connection with the attempted transport of prohibited items

7. Order Cancellation

7.1. Cancellation by the User

The Sender may cancel the Order through the App. Cancellation terms:

• Before Courier assignment — no penalty

• After Courier assignment but before the Courier departs for the pickup location — 30% penalty of the Order price

• After the Courier departs for the pickup location — 50% penalty of the Order price

• After pickup of the Shipment — cancellation is only possible through customer support, with payment of the full Order price and the cost of returning the Shipment

7.2. Cancellation by the Company

The Company may cancel the Order in the event of:

• inability to assign a Courier within a reasonable time

• discovery of prohibited items

• provision of inaccurate information by the User

• technical malfunctions

• other circumstances preventing fulfillment

If the Company cancels the Order through no fault of the User, the User will receive a full refund of any amounts paid.

8. Liability and Compensation

8.1. Limits of the Company's Liability

In cases where the Company may be held liable under applicable law:

• Without a declaration of value — the Company's liability is limited to 100 (one hundred) euros in the RSD equivalent per Shipment

• With a declaration of value — the Company's liability is limited to the declared amount, but no more than 300 (three hundred) euros in the RSD equivalent per Shipment

• In any case, only direct damages (the market value of the item) will be compensated

8.2. Exclusion of Indirect Damages

The Company will not compensate for:

• Lost profits

• Pain and suffering or other non-economic damages

• Loss of business reputation

• Business losses, including lost deals or contracts

• Replacement costs for the Shipment

• Other indirect, incidental, or consequential damages

8.3. Exclusions of Liability

The Company is not liable in the following cases:

• Improper packaging — the Shipment is damaged due to insufficient or improper packaging

• Inaccurate information — consequences of the User providing inaccurate addresses, contacts, or descriptions

• Prohibited items — the Shipment contains items listed in Section 6

• No declaration — the value of the Shipment exceeds 100 euros but was not declared

• Recipient refusal — the Recipient is unavailable or refuses to accept the Shipment

• Force majeure — circumstances of force majeure: natural disasters, war, epidemics, government actions, protests, civil unrest, and technical failures of third-party services (including payment systems, mapping services, telecommunications providers, and the infrastructure of Google and Apple)

• Acts of third parties — traffic accidents caused by third parties, criminal acts against the Courier, government actions

• After delivery — loss or damage occurring after the Shipment has been handed over to the Recipient

• Time-barred claims — claims submitted in violation of the deadline set forth in Section 9

8.4. Liability for Couriers

The Company provides a technology platform; delivery services are provided by Couriers as independent contractors — liability for the actions of Couriers rests with the Couriers themselves under the agreement they enter into with the Sender. The Company will assist in resolving claims but does not bear primary liability for the actions of Couriers.

In cases where applicable law imposes liability on the Company for the actions of Couriers, such liability is limited by the limits set forth in Section 8.1.

8.5. Late Delivery

The Company and the Courier will make reasonable efforts to meet delivery times but do not guarantee an exact delivery time. The Company is not liable for late delivery caused by:

• traffic congestion

• weather conditions

• the acts of third parties

• inaccurate addresses

• the Recipient's refusal to accept the Shipment in a timely manner

• other circumstances beyond the reasonable control of the Company and the Courier

9. Claims

9.1. Claim Submission Deadline

Claims regarding the quality of services provided (loss, damage, or other breaches) must be submitted by the User within 7 (seven) calendar days from the date of delivery of the Shipment or the expected date of delivery.

Claims submitted after this deadline will not be accepted.

9.2. How to Submit a Claim

Claims may be submitted:

• through customer support in the App

• by email: help@kiki.express

9.3. Required Attachments

The following must be attached to the claim:

• The Order number

• A description of the substance of the claim

• Photographs of the damaged Shipment (for damage claims) — must be taken within 24 hours of receipt and clearly show the nature of the damage

• Documents confirming the value of the Shipment (receipt, invoice, online store statement)

• Documents confirming the declaration of value (where applicable)

9.4. Review Period

The Company will review the claim within 14 (fourteen) business days from the receipt of the complete set of documents. The User will be notified of the outcome by email or through the App.

9.5. Decision on the Claim

After reviewing the claim, the Company will issue one of the following decisions:

• Grant the claim in the amount requested (but no more than the limits in Section 8.1)

• Partially grant the claim

• Deny the claim with reasoning

9.6. Pre-Litigation Resolution

The parties agree to make reasonable efforts to resolve disputes through negotiation. A party may file a lawsuit only after the pre-litigation procedure has been followed.

10. Personal Data

The processing of Users' personal data is carried out in accordance with the Privacy Policy posted at: https://www.kiki.express.

Registration in the App constitutes the User's consent to the Privacy Policy.

11. Intellectual Property

All intellectual property posted on the Service (software, design, text, images, logos, trademarks) belongs to the Company or is used by the Company on a lawful basis.

The User is granted a limited, non-transferable, revocable license to use the App solely for personal or internal business purposes. Any other use requires the prior written consent of the Company.

12. Final Provisions

12.1. Governing Law

These Terms are governed by the laws of the Republic of Serbia.

12.2. Jurisdiction

Any disputes arising from these Terms will be resolved by the competent court at the location of the Company.

12.3. Severability

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will remain in full force and effect.

12.4. Company Contact Information

• Name: INDIVIDUUM DOO

• Address: Kraljevačka 68, 11010, Belgrade (Voždovac), Serbia

• Registration No.: 21782050

• Tax ID (PIB): 112981959

• Email: help@kiki.express

• Customer support hours: 9:00 AM to 12:00 AM Belgrade time

Appendix No. 1: Complete List of Prohibited Items

Published on May 20, 2026. Version 2.1.4.