Store Partner Policy

Dropoint (“Dropoint”, “we”, “us”, or “our”) operates a technology platform that connects Stores, Customers, and independent delivery partners (“Navigators”) to facilitate the sale and delivery of goods within Nairobi and other regions of operation in Kenya (the “Platform”).

This Store Partner Policy (“Policy”) sets out the requirements, standards, and terms that govern the relationship between Dropoint and any merchant or business that lists products or requests deliveries through the Platform (each, a “Store”). It should be read together with the Dropoint Store Partner Agreement, the Dropoint Terms of Service, and the Dropoint Privacy Policy. By registering as a Store, you confirm that you have read, understood, and agree to be bound by this Policy.

“Store” means a merchant or business registered on the Platform to list products or request deliveries.

“Navigator” means an independent contractor registered on the Platform to perform pickup, delivery, errand, or moving services.

“Customer” means the end user who orders or receives goods via the Platform.

“Order” means a purchase placed by a Customer for goods listed by a Store.

“Listing” means a product or service description published by a Store on the Platform.

Dropoint onboards Stores of varying sizes and levels of formality. The table below sets out the recognised Store types, which determine the documents required under Section 5.

Be at least 18 years of age (for individual sellers) and have the legal capacity to contract under the laws of Kenya.

Hold a valid Kenyan national ID, or a valid passport / alien ID card for non-citizens, for the owner or authorised representative.

Hold a valid Business registration certificate or certificate of incorporation for companies.

Have an active mobile phone number and M-Pesa Till/Paybill or bank account for order settlement.

Sell only lawful goods that comply with Kenyan consumer protection, health, and safety standards.

Successfully complete Dropoint's onboarding verification process.

The documents required at registration depend on the Store's type, as set out below. A ✓ indicates the document is required; a – indicates it does not apply. Dropoint reserves the right to request further documentation where reasonably necessary, particularly for regulated product categories such as food, cosmetics, or pharmaceuticals.

Notes:

Individual / informal sellers are onboarded with a lighter document set to reflect Kenya's large informal retail sector, but remain subject to the same product safety and conduct standards as registered Stores.

Stores selling regulated products (for example, prepared food, cosmetics, or pharmaceuticals) must additionally provide the relevant public health, NEMA, or Pharmacy and Poisons Board certification applicable to that product category.

All documents are subject to verification by Dropoint before a Store account is activated.

Stores are responsible for keeping documents current and promptly updating them upon renewal or change.

Dropoint reserves the right to periodically re-verify documents and conduct spot checks, including physical visits to a Store's premises where necessary.

Dropoint processes Store personal and business data in accordance with the Data Protection Act, 2019 (Kenya) and the Dropoint Privacy Policy. Data is collected for verification, order fulfilment, payments, fraud prevention, and service improvement. Full details are set out in the Dropoint Privacy Policy.

A Store is an independent merchant and business partner of Dropoint, not an employee, agent, or subsidiary.

Stores are responsible for their own business operations, including pricing, inventory, product quality, and compliance with applicable consumer protection and tax laws. Nothing in this Policy creates a partnership, joint venture, or franchise relationship between Dropoint and any Store.

Listings must be accurate, including price, description, images, and availability, and must not be misleading.

Stores must not list counterfeit goods, in compliance with the Anti-Counterfeit Act, or any illegal, prohibited, or hazardous items.

Stores are responsible for ensuring that regulated products (food, cosmetics, pharmaceuticals, and similar) comply with all applicable Kenyan health and safety standards.

Dropoint reserves the right to remove any Listing that breaches this Policy or applicable law, without prior notice where necessary.

Stores must confirm or decline incoming Orders promptly, within the timeframe indicated on the Platform.

Accepted Orders must be accurately prepared, appropriately packaged, and ready for Navigator pickup within the estimated preparation time shown to the Customer.

Stores must not substitute items in an Order without the Customer's consent, obtained through the Platform.

Stores must hand over parcels to the assigned Navigator securely and, where applicable, sealed to preserve the integrity of the contents.

Dropoint charges a Commission of [X]% on the value of each completed Order, unless otherwise agreed in writing or shown in the Store dashboard.

Settlement of Store earnings is made to the Store's in-app wallet and may be withdrawn to the Store's registered M-Pesa or bank account on a [daily / weekly] basis, subject to any minimum withdrawal threshold.

Dropoint will provide Stores with a statement of Orders and earnings, accessible through the Store dashboard.

Delivery fees charged to Customers are set by Dropoint based on distance, Navigator category, and parcel size, and do not form part of the Store's Commission calculation unless otherwise agreed.

Stores must honour Dropoint's Customer returns and refund process for defective, incorrect, or undelivered items, as set out in the Dropoint Customer Terms.

Where a dispute arises over the condition or accuracy of an Order, Dropoint may investigate using available evidence (such as photos taken at pickup or delivery) and make a determination as to responsibility between the Store and the Navigator.

Repeated quality complaints against a Store may result in additional review, a requirement for corrective action, or suspension under Section 16.

Treat Customers, Navigators, and Dropoint staff with courtesy and professionalism.

Do not solicit Customers to transact directly outside the Platform to avoid applicable fees.

Maintain the confidentiality of Customer information and use it only for the purpose of fulfilling Orders.

Do not list or sell counterfeit, illegal, or prohibited goods.

Report any suspected fraud, safety issue, or Navigator misconduct to Dropoint promptly.

Register as a Store via the Dropoint app or website.

Select your Store type and complete the registration form with accurate business details.

Upload the required documents for your Store type, as set out in Section 5.

Await verification of your documents and details by the Dropoint onboarding team.

Set up your product Listings and delivery pickup location.

Upon successful verification, your Store is activated and can begin receiving Orders.

Dropoint tracks Order acceptance rate, preparation time, cancellation rate, and Customer ratings for each Store. Consistent poor performance may result in reduced Listing visibility, a requirement to complete corrective action, or suspension in accordance with Section 16.

Dropoint may suspend or terminate a Store's account where any of the following occur, including but not limited to:

Expired or invalid mandatory documents that are not renewed within the notice period given.

Listing counterfeit, illegal, or prohibited goods.

Repeated failure to fulfil accepted Orders, or a pattern of quality or safety complaints.

Fraudulent activity, including manipulation of prices, ratings, or Order records.

Operating outside the terms of this Policy or the Store Partner Agreement.

Where practicable, Dropoint will provide notice of the grounds for suspension and an opportunity for the Store to respond before a final decision is made. Immediate suspension without prior notice may apply in cases involving safety, fraud, or illegal goods.

Stores may raise a grievance through the support channel in the Dropoint app, or by emailing info@dropoint.co.ke.

Dropoint will acknowledge all grievances promptly and aim to resolve them within a reasonable timeframe.

Unresolved disputes may be referred to mediation and, where necessary, to arbitration or the courts of Kenya, in accordance with the Store Partner Agreement.

Dropoint may amend this Policy from time to time to reflect changes in the law, its operations, or industry practice. Material changes will be communicated via the app and website with reasonable notice. Continued use of the Platform after the effective date of any changes constitutes acceptance of the amended Policy.

This Policy is governed by the laws of the Republic of Kenya. Subject to Section 17, disputes arising from this Policy are subject to the exclusive jurisdiction of the courts of Kenya.

By registering as a Store on the Dropoint Platform, you confirm that you have read, understood, and agree to this Store Partner Policy, and that all information and documents submitted are true, accurate, and current to the best of your knowledge.