Late delivery
If a parcel is not delivered within 72 hours and that causes loss or major inconvenience, Baron will consider compensation.
Parcels
When Baron compensates.
What can be considered
Damage
If Baron staff damage property, or an accident does, Baron will have the loss valued and pay compensation where that is appropriate.
Anything else
After the normal complaint steps, a case that is not covered by a set rule may still be compensated. That decision sits with the general manager or the head of operations.
How much
A payment for distress or inconvenience depends on the circumstances and would not exceed Ksh 5,000. A higher payment of that kind is exceptional, and only a Baron director can approve it.
Send the claim within 4 days of the failure. Baron looks at whether the claim is reasonable and at the inconvenience caused, then decides the amount. You are kept informed in writing while the claim is open.
Before you send
Value the parcel before it is handed over, so any compensation can be worked out from that value. A parcel worth more than Ksh 50,000 must have its value declared. A compensation decision can take at least two weeks.
What is not covered
Baron delivers to its branches. It does not deliver door to door, so no compensation is paid when a parcel is collected late or was not expected at the branch.
If a prohibited item is sent without our knowledge, no compensation is paid if it is damaged.
Start with the complaint steps. Compensation for a case outside these rules is only considered after that.