Customer Agreement

1. Agreement and platform role

By creating or paying for a delivery job, you agree to this Customer Agreement and Sendi's Terms & Conditions. Sendi provides the platform through which an independent courier may accept your request. The courier performs the physical delivery.

2. Accurate booking information

You must provide accurate pickup and delivery locations, names, phone numbers, item details, approximate size and weight, access information and handling instructions. You must promptly correct material errors before collection.

You are responsible for obtaining permission to provide another person's contact details and address where they are the sender, recipient or contact person.

3. Packaging and lawful items

You must own the item or have authority to send it. The item must be lawful, accurately described and appropriately packaged for the chosen courier method, Kenyan road conditions and ordinary handling.

Fragile, liquid, perishable, valuable, confidential, temperature-sensitive or medically sensitive items must be clearly disclosed and packed appropriately. A courier may refuse an unsafe, leaking, poorly packaged, prohibited or materially misdescribed item.

You must not send prohibited goods listed in the Terms or any item requiring a licence, prescription control, specialist vehicle or regulatory approval unless all requirements are satisfied and Sendi has expressly permitted the booking.

4. Pickup, recipient and delivery cooperation

You must ensure that an authorised person is available at pickup and that the item matches the booking. Where a pickup code is issued, it must only be given to the courier after the correct item is ready for handover.

You must provide accurate recipient details and ensure that the recipient can be contacted. Delivery PINs should only be given after the recipient or authorised person has received the item, except where a separate Safe Drop process applies.

Waiting, return, redelivery or cancellation charges may apply where access is unavailable, details are incorrect, the item is not ready or no authorised recipient can be reached.

5. Leave at door / Safe Drop

By selecting Safe Drop, you authorise the courier to leave the item at the location described in your instructions where the courier reasonably considers it safe and lawful to do so.

You accept that risk may pass to you once the item has been placed at the authorised location and suitable delivery evidence has been recorded. The courier may refuse Safe Drop where the location is insecure, exposed to weather, inaccessible, unlawful or unsuitable for the item.

6. Payment, changes and cancellation

You must pay the displayed amount using M-PESA or another payment method made available through Sendi. Additional charges may apply where the booking is materially inaccurate or you request a route, item or delivery change.

Cancellation and refund eligibility depend on the stage reached and costs already incurred. A full refund is not guaranteed after a courier has accepted, travelled, waited or attempted service.

7. Photos, location and dispute evidence

You authorise Sendi and the courier to collect reasonable proof of service, including pickup and delivery photos, Safe Drop photos, damage reports, timestamps, GPS records and code or PIN verification.

Evidence is used to confirm performance, investigate complaints and protect users. It may be shared with relevant parties, insurers, advisers, regulators or law-enforcement bodies where lawful and necessary.

8. Loss, damage and complaints

You should report apparent loss, damage or incorrect delivery promptly through Sendi support and provide the job reference, description and available evidence. Delay may make investigation more difficult.

Any assessment will consider packaging, declared contents and value, pickup evidence, courier records, delivery evidence and the circumstances of the job. Sendi does not guarantee reimbursement and may require proof of ownership and value.

Nothing in this Agreement removes any mandatory rights available to you under Kenyan consumer law.

9. Conduct and account use

You must treat couriers and support staff respectfully and must not request unlawful conduct, unsafe transport, off-platform payment, false evidence or manipulation of fees. Serious or repeated breaches may result in account restriction.

10. Kenyan law and support

This Agreement is governed by Kenyan law and should be read with the Terms & Conditions and Privacy Policy. Contact support@sendi.digital for operational issues and legal@sendi.digital for legal notices.