Delivery Policy

1. Where we deliver

We deliver across Nairobi through our Pods and riders. See the Coverage page for Pods and their hours. [CONFIRM: areas outside Nairobi]

2. Ways to send and speeds

• Pod to Pod, Pod to door, pickup to Pod, or pickup to door.
• Express (within hours), Priority (sooner today), Standard (same day) or Overnight (by morning). Times are estimates and can be affected by traffic, weather and events outside our control.

3. Collecting from a Pod

• The receiver gets an SMS with a PIN and a tracking link. The PIN opens the compartment at the Pod.
• Each parcel has a free collection window. The receiver can extend it or have the parcel sent on from the tracking page. [CONFIRM: length of the free window]
• If a parcel is not collected, we will contact the receiver and the sender before returning or disposing of it. [CONFIRM: timelines and what happens to uncollected parcels]

4. Door delivery

• The rider delivers to the address given. Only the receiver gets the doorstep handover code, and it is never shown on the public tracker.
• The receiver gives the rider the code to complete the handover.
• If the receiver cannot be reached, the rider will try to contact them. [CONFIRM: number of attempts, waiting time, and whether the parcel then goes to a Pod or back to the sender]

5. Riders collecting from you

• We tell you who is coming. Check it is them before handing over the parcel.
• Have the parcel packed and ready, with its code written clearly on top.

6. Tracking

Every parcel can be tracked with the code in the SMS, through seven stages from check-in to delivery. Once a rider picks it up, the tracker shows their name and photo.

7. Business deliveries

For parcels sent by a business, the receiver gets a link to choose collection or door delivery, or to confirm the address the business gave. Delivery is paid before delivery, on delivery or by the business, as the business chose.