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Delivery Policy

Effective Date: 3 July 2026 · Version 2.0 · Applies To: Customers, Shops, Carriers, 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, and does not process or hold the delivery fee for any request type — see the Payment Terms. The contractual delivery relationship, including payment, is directly between the requestor (Customer or Shop) and the Carrier.

1. Delivery Request Types

Order Delivery

Automatically initiated when a Shop marks a shop sub-order "READY". The Platform selects a Carrier from the Shop's active Carrier Pool. The reference delivery fee is shown to both sides and paid directly by the Customer or Shop (per the Shop's configured delivery-fee handling) to the Carrier — Vyete does not collect or forward it.

Shop Ferry Request

Initiated manually by a Shop. The Shop specifies pickup and delivery addresses, and the Platform assigns a Carrier from the Shop's pool. The fee is agreed and paid directly between the Shop and Carrier — against the Shop's Carrier subscription allowance where applicable, or a per-delivery rate — neither of which Vyete bills or collects.

Personal Ferry Request

Initiated manually by a Customer. The Customer provides pickup and delivery addresses, declares approximate weight, category, and declared value. A reference delivery fee is quoted before confirmation; the Customer pays the Carrier directly at or around pickup, not through Vyete.

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 (Shop-initiated requests) |

Estimated windows are indicative. Carriers 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 Carrier agreement | | Dangerous goods | Flammable liquids in non-compliant containers, pressurised gases, corrosives | | Temperature-sensitive perishables | Unless Carrier 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. Carriers may impose additional restrictions.

4. Package Handover

At Pickup

The Shop 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 Carrier 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. Since the delivery fee was paid directly to the Carrier and never passed through Vyete, any refund is owed by the Carrier directly to whoever paid them, per the fault attribution below.

Fault Attribution

| Scenario | Responsible Party | Outcome | |---|---|---| | Carrier fails delivery (all carrier-attributable) | Carrier | Carrier refunds the full delivery fee directly to whoever paid it | | Customer provides wrong address | Customer | Delivery fee not refunded | | Customer unavailable after 3 attempts | Customer | Fee not refunded; return fee may be charged by the Carrier | | Force majeure (documented) | No party at fault | Partial refund from the Carrier; assessed case-by-case |

6. Package Loss and Damage

| Scenario | Responsibility | Resolution | |---|---|---| | Package lost in Carrier custody | Carrier | Compensates up to declared value (max KES 50,000 unless enhanced coverage agreed) | | Damage due to Carrier mishandling | Carrier | Compensates based on photographic evidence | | Damage due to inadequate Shop packaging | Shop | Carrier not liable; Shop responsible | | Loss due to incorrect address by requestor | Requestor | Not Carrier 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; Carrier not liable for damage if undeclared | | Temperature-sensitive | Confirm Carrier supports cold-chain; Carrier not liable if undeclared | | Signature required | Flag SIGNATURE_REQUIRED; Driver will not leave without recipient signature | | High-value | Declare accurate value; Carrier liability capped at declared value | | Oversized | Declare dimensions; Carrier confirms vehicle suitability before accepting |

8. Shop Subscription-Based Delivery

Each Carrier subscription plan includes a monthly delivery allowance, billed and administered directly by the Carrier — Vyete has no role in that billing. When the allowance is exhausted, further deliveries in that billing month are charged by the Carrier at the per-delivery overage rate agreed between the Shop and Carrier. Allowances reset at 00:00 on the first day of each calendar month; unused allowances do not carry forward. A Shop may also add a Carrier to its preferred pool without any subscription at all, on relational trust alone (see Payment Terms §1).

9. Vyete's Role and Limitations

Vyete is a platform intermediary. Vyete:

  • Is not a party to the delivery contract between requestors and Carriers.
  • Does not guarantee the performance of any Carrier.
  • 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 Carriers who consistently breach service standards.

10. Contact

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