Terms and Conditions

1. The service

Pinned moves parcels across Nairobi through Pods (parcel lockers) and riders. You can drop a parcel at a Pod or have a rider collect it, and it can be collected from a Pod with a PIN or delivered to a door.

Businesses, parcel handlers and corporate accounts can also notify their customers, who then choose how they receive the parcel.

2. Your account

• Individuals sign in with a phone number and a one-time code. Businesses sign in with an email and password, or Google.
• You must give accurate details — your name, your phone number, and the receiver's name, phone number and address.
• Keep your codes and password private. Activity on your account is treated as yours unless you tell us it has been misused.
• You must be 18 or older to open an account. [CONFIRM: minimum age]

3. Prices

• The price depends on the route, the parcel size, the speed and any special handling. It is shown before you are asked for payment.
• The price you pay is locked when you pay. If you change the route, size, speed or handling before paying, the price updates before you pay — never after.
• For business parcels where the receiver chooses their address, the receiver sees and confirms the final price on their link.
• Charges for keeping a parcel at a Pod beyond the free collection window are shown on the tracking page before they apply. [CONFIRM: storage charges]

4. Payment

• Payments are made by M-Pesa. A parcel is booked once the payment is confirmed.
• If a payment fails, you are not charged and the parcel stays booked so you can try again.
• For business parcels, delivery may be paid by the receiver before delivery, by the receiver when the rider arrives, or by the business.

5. Payment for goods

Where a business asks its customer to pay for the goods themselves, the customer pays the business directly — to its till, paybill, phone number or bank account. Pinned is not a party to that sale, does not receive the money and is not responsible for the goods' quality or description. Our riders never handle the money; they confirm the payment at handover.

6. What you may not send

You may not send anything illegal or dangerous to carry, including: [CONFIRM: prohibited items list — for example weapons and ammunition, illegal drugs, cash and negotiable instruments, live animals, perishable food, and items needing a licence to transport].

Fragile and hazardous items must be declared using the handling option when you book. We may refuse, hold or return a parcel we reasonably believe breaks these rules, and may report it to the authorities where the law requires.

7. Deliveries and collection

How deliveries, collection with a PIN, the doorstep handover code and the free collection window work is set out in our Delivery Policy, which forms part of these terms.

8. Loss and damage

• Pack your parcel so it can travel safely by motorbike or bicycle through Nairobi traffic.
• If a parcel is lost or damaged while in our care, tell us within [CONFIRM: number of days] of the expected delivery date.
• Our liability for a lost or damaged parcel is limited to [CONFIRM: the declared value / a stated maximum], except where the law does not allow such a limit.

9. Refunds

When a refund is due — for example if you cancel before collection or we cannot complete a delivery through our fault — it is handled under our Refund and Cancellation Policy.

10. Your data

We use your personal data only to provide and improve the service, as set out in our Privacy Policy and in line with the Data Protection Act, 2019. Receivers' details are used only to deliver their parcel.

11. Your rights

Nothing in these terms limits the rights you have as a consumer under the Consumer Protection Act, 2012 or any other law of Kenya.

12. Complaints and disputes

• Contact us first at hello@pinnedflow.com. We aim to reply within [CONFIRM: response time] and to resolve complaints within [CONFIRM: resolution time].
• If we cannot resolve it, you may take the matter to the relevant authority or the courts of Kenya. These terms are governed by the laws of Kenya.

13. Changes

We may update these terms. The date at the top shows when they last changed; significant changes will be announced on the site or by SMS before they apply.