Terms of service
In effect from November 2, 2026.
These terms are the agreement between you and MuhnaGo when you use your casillero, the website, the app and our other channels. You accept them when you create your account. Read them with the privacy policy and, if you're a socio, the socio terms. The Spanish version is the one that governs.
Who we are
- MuhnaGo is a service of MUHNAGO IMPORT EXPORT LLC, at 9195 NW 101 Street, Medley, Florida 33178, United States: we give you an address in Miami for your purchases in the United States, and carry your packages to Nicaragua.
- You can write to us in the chat, on WhatsApp or at [email protected].
Your account
- You must be 18 or over and use your real details: your name and ID number go to customs with every package.
- One account per person. Look after your password: what's done with your account is your responsibility. If you think someone got in, change it and end your other sessions from your account.
- Your country and ID can't be changed from your account, because your casillero goes with them: write to us if you need them changed.
Your casillero
- Your casillero is your address in Miami. On every purchase, the shipping address must carry your name and casillero number (MHN-…): that's how we know the package is yours.
- A package that arrives without your name and casillero number may take time to identify. You have 15 calendar days from its physical receipt in Miami to claim it by presenting the purchase invoice.
- Prealerting what you bought, with its invoice, helps us receive it quickly and declare it correctly at customs.
What we don't carry
- Weapons, ammunition, explosives and their parts.
- Drugs and controlled substances, and medicines without a prescription where the law requires one.
- Cash, foreign currency, securities and precious metals.
- Hazardous materials: flammable, corrosive or toxic goods, gases and aerosols, and loose lithium batteries.
- Animals, plants, seeds and perishable food.
- Counterfeits, and anything the laws of the United States or Nicaragua, or the airlines, forbid. This list is not exhaustive: acceptance depends on the item, route and current restrictions. Check with us before buying goods requiring permits or special transport.
- Some items can be shipped with restrictions (batteries inside devices, perfumes, liquids): ask us before you buy.
- If something arrives that we can't carry, we tell you. We can return it to the store or send it to another US address at your cost, or hand it to the authorities when the law requires it.
Rates and payments
- Shipping is charged by the package's actual weight, measured in Miami, at the rates published on the day we weigh it. Quotes are an estimate.
- Some services have extra charges, such as repacking. You always see them on the package before paying.
- Each package must be paid before it leaves Miami, only by card on the website or in the app. We do not accept cash or bank transfers. We send you the invoice for each payment.
- Prices are in US dollars (USD).
- Refunds go back to the same payment method. If a whole payment is refunded and its package hasn't left Miami yet, the package is waiting for payment again.
Customs and taxes
- The published rate includes the taxes provided for ordinary personal shipments accepted under that rate. Shipments concentrated in technology, for example boxes containing more than 2 cell phones or computers, and goods that may require commercial treatment must be reviewed and quoted before dispatch. Customs determines classification based on the characteristics of the shipment; that quantity alone is not a legal threshold. Any additional charge is disclosed before dispatch.
- Declare the real value of what you bought: a false value can bring fines or the package being held.
- Customs fines, inspections or procedures a package causes are charged as an extra charge on that package.
Delivery times
- Flights leave on the days published for Nicaragua. The dates we show you are estimates.
- We're not responsible for delays outside our control: the store, the airline, the weather, customs or the authorities.
Unpaid packages, or ones we can't deliver
- All packages, identified or unidentified, have 15 calendar days of free storage from their physical receipt in Miami. Starting on day 16, storage costs US$1 per package per day while the package remains in storage. An unpaid package stays in Miami.
- The base rate includes up to 2 delivery attempts at the registered address. After 2 unsuccessful attempts, you can collect your package at the local office; we contact you to arrange collection.
- We notify you before charging storage. The passage of time does not automatically cause you to lose ownership of your package. Any disposal of unclaimed goods requires the notices and procedure applicable under the law.
Loss or damage
- Check your package when you receive it. Report damage or missing contents within 7 calendar days after delivery in the chat or at [email protected]. Attach the purchase invoice and photos of the package and product so we can review the case. If a package is lost, contact us through the same channels. The 7-day period helps the investigation and does not automatically bar later claims or limit your statutory rights.
- Once a loss is established to be attributable to MuhnaGo and the claim is approved, the compensation provided is 50 % of the product value shown on the purchase invoice. It is paid in 2 equal installments: the first within 15 calendar days after approval and the second 15 calendar days after the first payment.
- Once product damage is established to have been caused by mishandling attributable to MuhnaGo and the claim is approved, the compensation provided is 30 % of the product value shown on the purchase invoice. It is paid in one installment within 15 calendar days after approval.
- These percentages and payment periods apply only to the extent permitted by law. They do not replace or reduce any greater remedy or more favorable payment period required by mandatory law, nor require you to waive other rights to receive payment. You may contact the competent authorities and courts even if you disagree with the decision on your claim.
Socio membership
- If you become a socio, your plan is also governed by the socio terms, which you accept when you subscribe.
The automatic assistant
- The chat and the voice assistant answer with artificial intelligence and can be wrong. What counts is what your account says: your packages, charges and payments.
- You can ask for a person on the team at any time.
Using the service
- Don't use MuhnaGo for anything illegal, to deceive a store or customs, or to abuse the service or our team.
- We may suspend or close an account that breaks these terms. If we have packages of yours, we tell you how to get them.
Closing your account
- You can delete your account whenever you want, once you have all your packages. The privacy policy explains what's erased and what's kept.
Governing law
- To resolve a problem, write to [email protected] with your package number and supporting information. We will seek a direct solution without preventing you from contacting the consumer protection authority or competent courts. Mandatory consumer protection rules in Nicaragua and other applicable laws remain in force; these terms do not require you to bring claims exclusively in Florida or waive rights provided by law.
Changes to these terms
- If they change, we tell you by email and in the app before they apply. Continuing to use MuhnaGo afterwards means you accept them.