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Delivery Policy

Effective Date: 1 January 2026 · Version 1.0 · Applies To: Customers, Merchants, Couriers, Drivers

This Delivery Policy governs all delivery services facilitated through the Vyete Platform, covering three delivery request types: Order Deliveries, Shop Ferry Requests, and Personal Ferry Requests. Vyete is a technology intermediary and does not itself perform deliveries. The contractual delivery relationship is between the requestor (Customer or Merchant) and the Courier.

1. Delivery Request Types

Order Delivery

Automatically initiated when a Merchant marks a shop sub-order "READY". The Platform selects a Courier from the Merchant's active Courier Pool. The delivery fee is charged to the Customer and depends on the Courier's service rate.

Shop Ferry Request

Initiated manually by a Merchant. The Merchant specifies pickup and delivery addresses, and the Platform assigns a Courier from the Merchant's pool. Billed against the Merchant's active subscription (if within monthly allowance) or per-delivery rate.

Personal Ferry Request

Initiated manually by a Customer. The Customer provides pickup and delivery addresses, declares approximate weight, category, and declared value. A delivery fee is quoted before confirmation and captured on Driver pickup.

2. Delivery Speed Options

| Speed | Description | |---|---| | STANDARD | Next-available dispatch; estimated same-day or next-day | | EXPRESS | Priority dispatch; target delivery within 2–4 hours of pickup | | SAME_DAY | Guaranteed same-day delivery before 18:00 local time | | SCHEDULED | Delivery at a pre-agreed date and time (Merchant-initiated requests) |

Estimated windows are indicative. Couriers commit to reasonable efforts; exact times are not guaranteed unless a confirmed time slot is agreed.

3. Prohibited Items

The following may not be shipped through the Vyete delivery network under any request type:

| Category | Examples | |---|---| | Illegal substances | Narcotics, controlled drugs without prescription, counterfeit goods | | Weapons and ammunition | Firearms without licensed transport, explosives, bladed weapons above legal limit | | Live animals | Without appropriate KWS / KEBS permits and Courier agreement | | Dangerous goods | Flammable liquids in non-compliant containers, pressurised gases, corrosives | | Temperature-sensitive perishables | Unless Courier specifically supports cold-chain transport | | High-value items without declaration | Cash, negotiable instruments, jewellery above KES 200,000 declared value threshold | | Items requiring export/import permits | Without proper documentation |

Requestors must not misrepresent package contents. Couriers may impose additional restrictions.

4. Package Handover

At Pickup

The Merchant or ferry requestor must have the package ready, securely sealed, and labelled. The Driver records Proof of Pickup (photo + GPS coordinates). By recording Proof of Pickup, the Courier accepts custody.

At Delivery

The Driver delivers to the address specified and records Proof of Delivery (photo + GPS). Drivers may not leave packages in communal areas or with unverified third parties without the recipient's explicit in-app consent for a safe-place delivery.

5. Failed Deliveries

| Attempt | Timing | Action on Failure | |---|---|---| | 1st | First dispatch | Driver records outcome; package retained | | 2nd | Within 4 hours (same day where possible) | Second attempt | | 3rd | Following business day | Final attempt; return initiated if unsuccessful |

After 3 failed attempts, the package is returned to the sender. Refund eligibility depends on fault attribution per the table below.

Fault Attribution

| Scenario | Responsible Party | Outcome | |---|---|---| | Courier fails delivery (all courier-attributable) | Courier | Full delivery fee refunded to Customer | | Customer provides wrong address | Customer | Delivery fee not refunded | | Customer unavailable after 3 attempts | Customer | Fee not refunded; return fee charged | | Force majeure (documented) | No party at fault | Partial refund; assessed case-by-case |

6. Package Loss and Damage

| Scenario | Responsibility | Resolution | |---|---|---| | Package lost in Courier custody | Courier | Compensates up to declared value (max KES 50,000 unless enhanced coverage agreed) | | Damage due to Courier mishandling | Courier | Compensates based on photographic evidence | | Damage due to inadequate Merchant packaging | Merchant | Courier not liable; Merchant responsible | | Loss due to incorrect address by requestor | Requestor | Not Courier or Vyete liability | | Force majeure (flood, fire, civil unrest) | No party at fault | Insurance claim; Vyete facilitates documentation |

Submit loss or damage claims through the Platform within 48 hours of the scheduled delivery time, including photos, order ID, and declared value evidence.

7. Special Handling

Declare all special requirements at the time of request:

| Requirement | Obligation | |---|---| | Fragile | Select FRAGILE flag; Courier not liable for damage if undeclared | | Temperature-sensitive | Confirm Courier supports cold-chain; Courier not liable if undeclared | | Signature required | Flag SIGNATURE_REQUIRED; Driver will not leave without recipient signature | | High-value | Declare accurate value; Courier liability capped at declared value | | Oversized | Declare dimensions; Courier confirms vehicle suitability before accepting |

8. Merchant Subscription-Based Delivery

Each Courier subscription plan includes a monthly delivery allowance. When the allowance is exhausted, further deliveries in that billing month are charged at the per-delivery overage rate. Allowances reset at 00:00 on the first day of each calendar month; unused allowances do not carry forward.

9. Vyete's Role and Limitations

Vyete is a platform intermediary. Vyete:

  • Is not a party to the delivery contract between requestors and Couriers.
  • Does not guarantee the performance of any Courier.
  • Does not guarantee delivery times.
  • Is not liable for loss or damage to packages in transit.
  • May facilitate dispute resolution but is not an arbitrator.
  • May suspend Couriers who consistently breach service standards.

10. Contact

Delivery support: [email protected] | General enquiries: [email protected]