Customer Terms

These Customer Terms (“Terms”) apply to your use of the Dropoint website and mobile application (the “Platform”) to order goods from Stores and have them delivered by Navigators. These Terms should be read together with the Dropoint Terms of Service and Privacy Policy. By placing an order through the Platform, you agree to these Terms.

Dropoint operates the Platform that connects you (the “Customer”) with independent Stores and Navigators. Dropoint is not the seller of the goods, you order the contract for the sale of goods is between you and the Store but Dropoint facilitates the ordering, payment, and delivery process, and sets standards that Stores and Navigators must meet.

You must create an account and provide accurate delivery details, including a working phone number, to place an order.

An order is only confirmed once accepted by the relevant Store through the Platform. Dropoint and Stores reserve the right to decline an order, for example where an item is out of stock.

You are responsible for ensuring that the delivery address and contact details you provide are accurate and complete.

Prices for goods are set by the Store and displayed on the Platform at the time of ordering.

Delivery fees are calculated by Dropoint based on factors such as distance, Navigator category, and parcel size, and are shown to you before you confirm your order.

Dropoint may introduce promotional pricing, discounts, or surge pricing during periods of high demand, which will be reflected in the total shown at checkout.

Payment is made through the Platform using supported payment methods, including M-Pesa.

You authorise Dropoint to charge the applicable order total, including delivery fees, at the time of order confirmation.

Dropoint is not responsible for payment delays or failures caused by third-party payment providers or mobile network operators, but will assist in resolving payment disputes where reasonably possible.

Once your order is confirmed, you will be able to track its status and the assigned Navigator's live location through the Platform. You will receive notifications as your order is prepared, picked up, and delivered.

You may cancel an order before it has been accepted by the Store, free of charge.

Once a Store has accepted and begun preparing an order, cancellation may not be possible, or may be subject to a cancellation fee to cover the Store's and Navigator's costs, as shown on the Platform at the time of cancellation.

Dropoint or the Store may cancel an order in circumstances such as stock unavailability or an inability to complete delivery, in which case you will be notified and refunded in accordance with Section 8.

If your order is significantly delayed, undelivered, or delivered to the wrong address due to an error by the Store or Navigator, please report it through the Platform or to Dropoint support as soon as possible.

Dropoint will investigate delivery issues using available evidence, such as GPS tracking and delivery confirmation records, and determine an appropriate resolution, which may include a refund, replacement, or redelivery.

If you receive a wrong, damaged, or defective item, you may request a refund or replacement through the Platform within a reasonable time of delivery, supported by evidence such as photos where applicable.

Refunds approved by Dropoint will be processed to your original payment method (for example, M-Pesa) within a reasonable timeframe.

Certain goods, such as perishable food items, may not be eligible for return once delivered, except where the item was defective, incorrect, or unsafe.

Provide accurate delivery information and be reasonably available to receive your order at the stated address.

Treat Navigators and Store staff with courtesy and respect.

Do not request the delivery of illegal, prohibited, or hazardous goods.

Do not use the Platform for fraudulent purposes, including false claims of non-delivery or item defects.

You may rate and provide feedback on your experience with a Store or Navigator through the Platform. Ratings help Dropoint maintain service quality and must be submitted honestly and in good faith.

Dropoint facilitates the connection between Customers, Stores, and Navigators, but the underlying contract for the sale of goods is between you and the Store. To the fullest extent permitted by law, Dropoint's liability to you is limited to the value of the relevant order, except in cases of fraud or where liability cannot be excluded under the Consumer Protection Act, 2012, or other applicable Kenyan law.

Dropoint processes your personal data, including your location and order history, in accordance with the Data Protection Act, 2019 (Kenya) and the Dropoint Privacy Policy.

If you have a complaint, please contact Dropoint support in the first instance through the Platform or at info@dropoint.co.ke. Unresolved disputes may be referred to mediation and, where necessary, to the courts of Kenya, in accordance with the Dropoint Terms of Service.

Dropoint may update these Terms from time to time. Material changes will be communicated via the app or website with reasonable notice. Continued use of the Platform after the effective date of any changes constitutes acceptance of the updated Terms.

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

If you have questions about these Terms, please contact us at info@dropoint.co.ke or +254 180 109 396, or write to us at Westpark Towers, 12th Floor, Mpesi Lane, Westlands, Nairobi.