Terms And Conditions Agreement

These terms and conditions govern the access and/or use of Paydel Limited’s services made available by Paydel Limited, its representatives, affiliates, officers and directors. By accessing, using or receiving our services, you agree to be bound by these terms and conditions.

Please read these terms carefully as they contain important information.

By entering this agreement, you expressly acknowledge that you have read and you understand all of the terms and have taken time to consider the consequences.

Use of the services is conditioned on your agreement to all of the Terms contained herein and the policies and terms linked to or otherwise referenced herein (collectively, the “ Terms and conditions Agreement”). By the Services made available by Paydel, you expressly acknowledge and confirm your agreement to be bound by the Agreement.

If you do not agree to these terms, you may not access or use the Services. Paydel may cease offering or deny access to the Services or any portion thereof, to you at any time for any reason.

Paydel will notify you should the Terms or Paydel policies be amended including through updating the amended Terms on its online platforms. Any such amendment will be effective upon posting of the updated Terms on the Services, and you are solely responsible for regularly reviewing the same. Your continued access or use of the Services after any such changes shall constitute your agreement to be bound by such Terms as amended. If you have any questions or concerns regarding these terms and conditions, please contact our customer support team.

Please refer to our Privacy Policy located here for information about how we collect, use, process and disclose personal information in connection with the Services.

Unless otherwise agreed by Paydel in a separate written agreement with you, the Services are made available solely for your use and may not be resold to third parties.

Delivery Policy

Paydel promises to provide you with the best-in-class delivery experience at every step of the way. We assure you that all due precautions are taken so that your package is delivered to you intact and on time. Just proceed with your order and we’ll do the rest.

While we do have systems in place to mitigate the risk of shipping products around the country, Delivery times may be affected by factors outside of our control, such as weather conditions, traffic, road closures and operational delays from our shipping partners. Our shipping arrival dates are estimates and not guarantees.

Most of our carriers will deliver packages anytime between 8am-8pm; Paydel is unable to provide a delivery time guarantee. If you are placing an order for a time-sensitive event, we recommend placing your order in advance.

In anticipation of high package volumes (especially during holidays) or other uncontrollable events. Paydel reserves the right to adjust your order delivery timing to prevent delays.

Paydel is not responsible for delays in transit caused by high package volume, weather, mechanical error, strikes, natural disasters, terrorism safety control, local carrier mis-scans or inaccurate/incomplete shipping information.

Delivery Policy

1. Delivery Time: We aim to deliver all orders within the estimated delivery time specified on the website or confirmed at the time of order placement.
2. Delivery Dates: Delivery dates are estimated and may vary based on circumstances beyond our control.
3. Delivery Locations: We deliver to the address specified by the customer at the time of order placement. Customers are responsible for checking that all shipping information is correct before submitting an order. We are not currently able to change a delivery address after the order has shipped.
4. Tracking Information: We will provide tracking information to the customer via the website once the order has been dispatched.
5. Delivery Fees: Delivery fees may vary based on the destination of the shipment. The delivery fee will be calculated and communicated to the customer at the time of order placement. Customers are responsible for paying the delivery fee as agreed upon at the time of ordering. The delivery fee covers the cost of delivery and may vary based on the location.
6. Delivery Requirements: The recipient or an authorized representative must be present at the time of delivery and provide proof of identity if required or a one-time password provided to them via the website.
7. Delivery Rescheduling: The customer may request to reschedule the delivery by contacting our customer service team at least 2 hours before the estimated delivery time.
8. OTP Requirement: A one-time password may be required upon delivery to confirm receipt of the order.
9. Damaged or Lost Deliveries: If the customer receives a damaged shipment or if a shipment is lost in transit, the customer must contact our customer service team within 2 hours of the estimated delivery time.
10. Delivery Liability: Our liability for delivered items ends upon successful delivery to the specified address.
11. There are no returns or refunds allowed on any orders that have no formal complaints two hours after delivery.
12. Changes to the Delivery Policy: Paydel reserves the right to modify this delivery policy at any time.

Payment Policy

At Paydel, we provide a secure platform for processing payments for our clients. This Payment Policy outlines the terms and conditions that apply to the use of our payment services. By using our services, you agree to the terms of this Payment Policy.

Eligibility

To use our payment services, you must be at least 18 years of age or the age of majority in your area of residence open to a Paydel account to use the Paydel Services.” and have the legal capacity to enter into a binding contract.

Fees and charges

We may charge fees for the use of our payment services, such as service fees and transaction fees. The fees and charges will be clearly disclosed to you before you complete a transaction.

Fulfillment fees applicable for the Services shall be communicated to you through the Services. You will pay Paydel for the Services the fulfillment fees ,service charge fees and/or transaction fees in advance and in full prior to the completion of a delivery in accordance with either of the following options:

1. On-pay - where you pay the amounts quoted by Paydel through the Services prior to placing any delivery requests and/or immediately upon the conclusion of a delivery;
2. Pre-pay- where you top up your Paydel account with an amount from which the delivery fees will be deducted based on consumption.

Payments shall be made via mobile money transfer or other agreed digital means. Cash payments shall not be accepted unless expressly advised by Paydel.

The fees are exclusive of all taxes. If taxes are chargeable, you agree to pay them in addition to the fees.

You understand that Paydel, in its sole discretion, may also vary its fees using any criteria including without limitation, geographical location, time period or quantum of demand. You also understand that such variance may result in different amounts charged for the same or similar services obtained through the use of the Services. Any such variance in fees will be communicated to you through the Services.

Payment processing

We use industry-standard encryption and security measures to protect your payment information. We may partner with third-party payment processors to complete transactions, and we may share your information with those processors to complete the transaction.

Refunds and disputes

Refunds will be processed in accordance with the seller's refund policy, which will be clearly disclosed to you before you complete a transaction. If you have a dispute with a seller, please contact the seller directly to resolve the issue. If you are unable to resolve the issue with the seller, please contact us at paydelapp@gmail.com for assistance.

Cancellation and termination

You may cancel your use of our payment services at any time by contacting us at paydelapp@gmail.com. We may cancel or suspend your use of our services if you breach this Payment Policy or if we suspect fraudulent or illegal activity.

Changes to this Payment Policy

We may update this Payment Policy from time to time. If we make material changes, we will notify you by email or by posting a notice on our website before the changes become effective.

Contact Us

If you have any questions or concerns about this Payment Policy, please contact us at paydelapp@gmail.com

Paydel reserves the right to, at its sole-discretion, allow you to post-pay for the Services subject to such terms and conditions agreed by you and Paydel in writing, provided that in all circumstances, fees for Services rendered must be settled within 24 hours of provision of the Services.

Return Policy

At Paydel, we strive to provide our customers with high-quality delivery services. This Return Policy outlines the conditions under which items may be returned for a refund or exchange.

Eligible items

Items may be eligible for return if they meet the following conditions:

• The item was damaged during delivery
• The item is incorrect or does not match the description provided by the seller
• The item was defective or not in working condition at the time of delivery

Return process

To initiate a return, please contact the seller directly to request a return. If the seller agrees to the return, they will provide instructions on how to return the item. The item must be returned in its original condition, with all original packaging and accessories. The seller is responsible for the cost of return shipping unless the item was damaged during delivery.

Refunds

If the item is eligible for a refund, the refund will be processed in accordance with the seller's refund policy. Refunds will be credited to the original payment method used to purchase the item.

Exchanges

If you would like to exchange an item, please contact the seller directly to request an exchange. The seller will provide instructions on how to exchange the item.

Cancellations and Refunds

Customers may cancel an order before the item has been picked from the seller. Refunds for cancelled orders will be processed within a reasonable time frame.

Delivery Company Responsibility

Paydel is responsible for delivering the item in accordance with the delivery instructions provided by the seller. We are not responsible for the quality or condition of the item itself. If an item is damaged during delivery, please contact us at paydelapp@gmail.com to initiate a claim.

Contact Us

If you have any questions or concerns about this Return Policy, please contact us at paydelapp@gmail.com

Account

In order to use the Services, you must register an account with Paydel and provide certain information as prompted by the applicable registration form.

You represent and warrant that:

• all required registration information you submit is truthful and accurate; and
• you will maintain the accuracy of such information.

You may delete your Account at any time by following the instructions on the Services. You are responsible for maintaining the confidentiality of your Account login credentials and agree to immediately notify Paydel of any unauthorized use, or suspected unauthorized use of your Account or any other breach of security.

You may not authorize others to use your user status, and you may not assign or otherwise transfer your user account to any other person or entity. Paydel is not liable for any loss or damage arising from your failure to comply with the above requirements.

The Services

Paydel provides delivery and payment services for customers. The customer is responsible for ensuring that the goods to be delivered are suitable for delivery and that all necessary information and instructions are provided to the rider.

The Services provided by Paydel enable you to arrange and schedule for the collection, storage, packaging and preparation of goods for delivery to your consignees In consideration of you paying the fees communicated by Paydel from time to time and in the manner set out in these Terms, Paydel will provide the Services in accordance with this Agreement.

1. The Services will be provided on demand and you will be required to place an order through your Paydel Account by inputting accurate information requested by Paydel to enable Paydel offer the Services to you.

   This may include but is not limited to:

   • Pickup address for the goods: The physical address for collection of the goods including any Paydel distribution hubs. Please note that you may also personally drop off goods at any Paydel warehouse or distribution hub as may be communicated by Paydel to you or request Paydel to collect the goods from your premises subject to such terms as Paydel may communicate to you.
   • Destination: The physical address for delivery of the goods to the consignee once available.
   • Contact details of the consignee once available including their telephone number or any other details requested by Paydel.
   • An accurate description of the goods that will be the subject of the Services.
   • The exact image of the good /goods to be transported
2. A carrier will be assigned to pick up and deliver the goods to a Paydel designated warehouse or goods holding area. You will be able to manage and track your order through your Paydel Account. A Transporter may, for any reason, request a physical verification of the goods to ensure that they conform with the Terms before pick up. If the inspection reveals any unauthorised or damaged goods or goods not matching the description provided by you, the Transporter shall decline receipt and shall notify Paydel.

3. Paydel will offer storage of the goods under the Services at its designated warehouses in the following scenarios:

   • If a delivery attempt was made and it was not successful. If a Transporter is unable to complete a delivery due to consignee availability or postponement the goods will be returned to the warehouse and the status of the order updated.
   • If the goods were picked up past 4pm on the day the order was processed.
   • If for any other reasons beyond our control
   • Paydel reserves the right to charge a storage fee for goods that remain in Paydel’s custody beyond the minimum period notified to you through the Services.

4. Paydel will ensure the goods delivered to your consignees are sealed. Once the goods are accepted the order will be marked as complete on your Account and the fulfillment transaction will be considered closed. You acknowledge that we will not accept returns from the consignees as our contractual relationship for the Services is with you and not the consignee.

   In the event the consignee wishes to return the goods delivered, then after the fulfillment transaction is closed, you may approve any such return and may instruct Paydel to assist in the delivery of such return to you under a separate transaction.

5. In the event that you require any return of any warehoused goods through the Services, you may place a request through your contacts and Paydel will communicate when the goods will be delivered to the specified location and upon such delivery, the order will be marked as complete on your Account. Paydel reserves the right to charge a fee for any returns you request.

Paydel may, at its sole discretion, make promotional offers with different features and different rates to any of its customers or groups of our customers. These may result in different amounts charged for the same or similar services or goods obtained through the use of the Services. You agree that these promotional offers, unless made to you, shall have no bearing whatsoever on your contract, your use of the Services or the Charges applicable to you.

Paydel Dispute Resolution Policy as a Third-Party Delivery Company

This Dispute Resolution Policy outlines the procedure for resolving disputes that may arise between customers and the Paydel (the “Company”). The policy is designed to provide a fair and prompt resolution to disputes and to ensure the satisfaction of all parties involved. Scope: This policy applies to all customers who use the Company's services and to all disputes arising from the delivery of goods and services by the Company.

Procedure:

1. Communication: Customers are encouraged to communicate any concerns or disputes directly with the Company, by contacting the customer service team via email or phone.
2. Investigation: Upon receipt of a dispute, the Company will investigate the matter and will provide a response within a reasonable time frame.
3. Mediation: If the dispute cannot be resolved through communication, the parties may agree to participate in mediation. Mediation is a confidential and informal process where a neutral third-party mediator will assist the parties in resolving the dispute.
4. Arbitration: If mediation is unsuccessful, the parties may agree to participate in arbitration. Arbitration is a binding process where an arbitrator will make a final and binding decision on the dispute.
5. Legal Action: If the dispute cannot be resolved through mediation or arbitration, the parties may seek resolution through the legal system. Conclusion: Paydel is committed to providing a fair and prompt resolution to disputes and to ensuring the satisfaction of all parties involved. The Dispute Resolution Policy provides a clear and concise process for resolving disputes and ensures that all parties have access to a fair and impartial resolution.

License Grant & Restrictions

Subject to your compliance with these Terms, Paydel hereby grants you a non‐exclusive, non‐transferable, revocable right to (a) access and use its Fulfillment applications and related services (the “Applications”) solely in connection with your use of the Services; and (b) access and use of any content, information and related materials that may be made available through the Services solely for your personal, non-commercial use. All rights not expressly granted to you are reserved by Paydel and its licensors.

You hereby agree NOT to:

• License, sublicense, sell, resell, transfer, assign, distribute or otherwise commercially exploit or make available to any third party the Services;
• Remove any copyright, trademark or other proprietary notices from any portion of the Services and/or Applications;
• Reproduce, modify, prepare derivative works based upon, distribute, license, lease, sell, resell, transfer, publicly display, publicly perform, transmit, stream, broadcast or otherwise exploit the Services except as expressly permitted by Paydel;
• Attempt to gain unauthorized access to or impair any aspect of the Services or its related systems or networks;
• Send or store material containing viruses, worms, trojan horses or other harmful computer code, files, scripts, agents or programs;
• Interfere with or disrupt the integrity or performance of the Services or the information or data contained therein; or
• Interfere with or disrupt the integrity or performance of the Services or the information or data contained therein; or
• Create internet ‘links’ to, or ‘frame’ or ‘mirror’ the Services, or any portion of the Services;
• Decompile, reverse engineer or disassemble the Services except as may be permitted under applicable law;
• Build a product or service using similar ideas, features, functions or graphics of the Services;
• Copy any ideas, features, functions or graphics of the Services; or
• Cause or launch any program or scripts for the purpose of scraping, indexing, surveying, or otherwise data mining any portion of the Services, or which may make multiple server requests per second, or unduly burden or hinder the operation, performance and/or functionality of the Services.

Support

Users may contact Paydel for any support-related issues arising from the use of the Services by following the instructions on the Services. Representations and Warranties By using the Services, you expressly represent and warrant that you are legally permitted to enter into the Agreement.

The Services are not available to children (persons under the age of 18). By using the Services, you represent and warrant that you are at least 18 years old. By using the Services, you represent and warrant that you have the right, authority and capacity to enter into this agreement and to abide by the Terms. Your access and use of the Services is for your use and may not be resold to third parties.

When using the Services you agree to comply with all applicable laws of the Federal Republic of Uganda. You may only access the Services using authorized means. It is your responsibility to check to ensure you download the correct software for your device. Paydel is not liable if you do not have a compatible handset or if you have downloaded the wrong version of software for your device.

Paydel reserves the right to terminate this Agreement should you be accessing the Services with an incompatible or unauthorized device or Software. You agree that by using or accessing the Services:

• You will not alter, modify, translate, adapt, decompile, disassemble or reverse engineer the Applications or Services, nor any part of it;
• You will not send spam or otherwise duplicative or unsolicited messages in violation of applicable laws;
• You will not use the Services to cause nuisance, annoyance or inconvenience;
• You will not impair the proper operation of the Services;
• You will not copy, or distribute the Services or other content received as a result of access or use of the Services without written permission from Paydel;
• You will only use the Applications and Services for your own personal use and will not resell any portion of the Services to a third party;
• You will keep secure and confidential your account password or any identification we provide you which allows access to the Services;
• You agree to immediately notify Paydel of any unauthorized use, or suspected unauthorized use of your Account or any other breach of security. Paydel is not liable for any loss or damage arising from your failure to comply;
• You will provide Paydel with whatever proof of identity we may reasonably request;
• You will cooperate with Paydel and relevant authorities in all matters relating to the Services; and
• You will always act in compliance with applicable laws.

By using the Services with respect to fulfillment services for your goods, you agree that:

• You will only use the Services for lawful purposes; you will not use the Services for sending or storing any illegal or unlawful material or for fraudulent purposes;
• You are fully authorized to deal with the goods;
• You will not use the Services with respect to fulfillment of any cash, cash equivalents, jewellery, illegal, stolen or smuggled goods, counterfeit goods or undeclared hazardous goods and will indemnify Paydel against any liability arising from the carriage and storage of such goods;
• You will inform Paydel, in writing, if the goods are regulated by specific laws, licenses, guidelines or conditions, and will provide Paydel and the Transporters with specific and proper guidelines on the handling, storage and transportation of such goods, as relevant;
• You will not solicit or entice away the business or services of the Transporters from Paydel or the Services;
• You will only provide true and accurate information when using the Platform;
• You will not send or store infringing, obscene, threatening, libelous or otherwise unlawful or tortious material including material that violates third party rights;
• You will not try to harm the Transporters, their agents or the Services in any way whatsoever;
• You agree that Paydel will not be liable for any in-transit loss, damage, theft, destruction, or delayed delivery of any goods save as provided for under the Insurance clause.

In the event of breach on your part Paydel reserves the right to immediately terminate the Agreement forthwith. Paydel further reserves the right to terminate the Agreement by written notice.

Insurance

In the event that the goods are established to have been lost/ damaged either in transit or in the warehouses or distribution hubs during Paydel’s provision of the Services and Paydel or the Transporter is found liable, an insurance claim may be raised as set out below. Paydel will obtain and keep in force during the Term insurance policies covering warehoused goods.

Paydel shall require Transporters offering transport and logistics services seeking registration on its platforms, obtain and maintain insurance coverage against loss or damage for goods delivered in connection with the Services. Neither Paydel nor the Transporters will be liable for any damage before or after the goods are no longer in possession of Paydel or the Transporters.

You shall immediately inform Paydel of any dispute arising in relation to a delivery no later than 3 days after delivery.

Intellectual Property Ownership

Paydel alone (and its licensors, where applicable) shall own all right, title and interest, including all related intellectual property rights, in and to the Services and any suggestions, ideas, enhancement requests, feedback, recommendations or other information provided by you or any other party relating to the Services.

These Terms do not convey to you any rights of ownership in or related to the Services, or any intellectual property rights owned by Paydel. The Paydel name, Paydel logo, and the product names associated with the Services are trademarks of Paydel or third parties, and no right or license is granted to use them.

Third Party Interactions

The Services may be made available or accessed in connection with third party services and content (including advertising) that Paydel does not control. During use of the Services, you may, without limitation, enter into correspondence with, purchase goods and/or services from, or participate in promotions of third party providers, advertisers or sponsors.

You acknowledge that different terms of use, warranties, representations and privacy policies may apply to your use of such third party services and content and in no event shall Paydel be responsible or liable for any representations, products or services of such third party providers.

You acknowledge that your access and use of the Services in connection with third party services may be subject to terms set forth in the applicable third party’s terms and conditions. You acknowledge that the availability of the products, goods or services of third party providers on the Services is not an endorsement of the same by Paydel.

You hereby further acknowledge that where third party providers of goods and/or services require your agreement to additional or separate terms and conditions prior to your use of or access to such goods or services, Paydel will have no responsibility nor liability arising from such agreements between you and the third party providers.

Any third party interactions, and any terms, conditions, warranties or representations associated with such activity, are solely between you and the applicable third party. Paydel and its licensors shall have no liability, obligation or responsibility for any such correspondence, purchase, transaction or promotion between you and any such third party.

Paydel does not endorse any sites on the Internet that are linked through the Services, and in no event shall Paydel or its licensors be responsible for any content, products, services or other materials on or available from such sites or third party providers.

Paydel may rely on third party advertising and marketing supplied through the Services and other mechanisms to subsidize the Services. By agreeing to these Terms you agree to receive such advertising and marketing.

Paydel may compile and release information regarding you and your use of the Services on an anonymous basis as part of a customer profile or similar report or analysis. You agree that it is your responsibility to take reasonable precautions in all actions and interactions with any third party you interact with through the Services.

Indemnification

You agree that you shall defend, indemnify and hold Paydel, its licensors and each such party's parent organizations, subsidiaries, affiliates, officers, directors, members, employees and agents harmless from and against any and all claims, costs, damages, demands, losses, liabilities and expenses (including legal fees and costs) arising out of or in connection with:

1. your violation or breach of any of these Terms or any applicable law or regulation, whether or not referenced herein;
2. your violation of any rights of any third party, including providers of logistics or transport services arranged via the Services;
3. your use or misuse of the Services or services or goods obtained through your use of the Services;
4. Paydel’s use of your data and user content in accordance with these Terms; or
5. the the goods that are the subject of the Services.

Disclaimer Of Warranties

The services are provided to you strictly on an "as is" basis. All conditions, representations and warranties, whether express, implied, statutory or otherwise, including, without limitation, any implied warranty of merchantability, fitness for a particular purpose, or non‐infringement of third party rights, are hereby disclaimed by paydel to the extent applicable under law. Paydel makes no representation, warranty, or guarantee as to the reliability, timeliness, quality, suitability, availability, accuracy or completeness of the services.

Paydel makes no representations or warranties that

• the use of the services will be secure, timely, uninterrupted or error‐free or operate in combination with any other hardware, software, system or data,
• the services will meet your requirements or expectations,
• any stored data will be accurate or reliable,
• the quality of any products, services, information, or other material purchased or obtained by you through the services will meet your requirements or expectations,
• errors or defects in the services will be corrected, or
• the services or the server(s) that make the services available are free of viruses or other harmful components.

Paydel makes no representation, warranty, or guarantee as to the reliability, safety, timeliness, quality, suitability or availability of any services, products or goods supplied by third parties through the use of the services.

Paydel does not guarantee the suitability, legality, regulatory compliance, quality or ability of a transporter, used through the services. You acknowledge and agree that the entire risk arising out of your use of the services, and any third party services or products remains solely with you.

Limitation Of Liability

Paydel and/or its licensors shall not be liable to anyone for any indirect, punitive, special, exemplary, incidental, consequential or other damages of any type or kind (including personal injury, property damage, loss of data, lost revenue and/or profits, loss of use or other economic advantage) related to, in connection with, or otherwise resulting from any of the services, regardless of the negligence of paydel, even if paydel has been advised of the possibility of such damages.

Paydel and/or its licensors shall not be liable for any loss, damage or injury which may be incurred by you, including but not limited to loss, damage or injury arising out of, or in any way connected with the services, including but not limited to the use or inability to use the services, any reliance placed by you on the completeness, accuracy or existence of any advertising, or as a result of any relationship or transaction between you and any third party provider, advertiser or sponsor whose advertising appears on the website or is referred by the services, even if paydel and/or its licensors have been previously advised of the possibility of such damages.

Paydel shall not be liable for delay or failure in performance resulting from causes beyond paydel’s reasonable control. The services may be used by you to connect with third party providers, but you agree that paydel has no responsibility or liability to you related to any products, goods and/or services provided to you by third party providers other than as expressly set forth in these terms. Paydel will not bear any responsibility nor incur any liability to assess the suitability, legality or ability of any transporters and you expressly waive and release paydel from any and all liability, claims or damages arising from or in any way related to the transporters. Paydel will not be a party to disputes, negotiations of disputes between you and such transporters.

Responsibility for the decisions you make regarding services offered via the services (with all its implications) rests solely with you. You expressly waive and release any and all rights and benefits under the laws of the republic of uganda (or any analogous law of any other state). The quality of the logistics or transport services obtained through the use of the services is entirely the responsibility of transporter who ultimately provides such services to you, and you hereby acknowledge and agree that you use the transporter services entirely at your own risk.

Except as expressly stated herein, paydel will not be liable to you for any claims arising out of any logistics and/or transport services procured through the services. In any case, paydel’s aggregate liability shall in no event exceed the amounts actually paid by and/or due from you in the three (3) month period immediately preceding the event giving rise to such claim of liability.

Internet Delays

The Services may be subject to limitations, delays, and other problems inherent in the use of the internet and electronic communication. Paydel is not responsible for any delays, delivery failures, or any other liability, costs or damage resulting from such problems.

Notice

Paydel may give notice by means of a general notice on the Services, electronic mail to your email address in your account, telephone or text message to any telephone number provided in connection with your account, or by a notification message displayed on your account page. Such notice shall be deemed to have been given upon publication on the Services or upon the expiration of 12 hours after sending (if sent by email or telephone).

It shall be your responsibility to keep your contact information (including email address and telephone number) current and you will be deemed to have received any notice issued based on the contact information in your account, whether or not you actually receive it. You may give notice to Paydel, with such notice deemed given when received by Paydel, at any time through the email address paydelapp@gmail.com

Data Privacy

Paydel’s collection and use of personal information in connection with the Services is described in our Data Privacy Policy located at the terms of which are incorporated into these Terms. Any data, including personal data, shared with Paydel will be used in accordance with this Data Privacy Policy.

You will ensure that any personal information that comes into your possession as a result of these Terms including but not limited to any data or information in regard to Paydel, Paydel’s employees, the Transporters and their employees and third parties and their employees must be collected and processed in accordance with the provisions of the applicable data protection laws in your territory and any other applicable laws.

By accessing or using the Services, you hereby freely, unequivocally and expressly authorize Paydel to receive, record, process, store and transfer your data, including personal data, in accordance with the law and our Data Privacy Policy.

You hereby freely, unequivocally and expressly consent to the transfer of your data, including personal data, to third parties to be used for credit checks and other verification purposes.

Confidentiality

By accessing or using the Services, you hereby agree and undertake not to disclose to any person any confidential information concerning the business, affairs, customers, data, clients or suppliers of Paydel and the Transporters save as is expressly required by law. You also unequivocally agree not to use any information obtained through the Services for any purpose other than to procure fulfillment services through the Services.

Any violation of this provision shall warrant a charge, for each such violation, that shall be determined by Paydel in its sole discretion, bearing in mind:

1. the loss and expense occasioned by such loss; and
2. any deterrence measures Paydel may wish to pursue.

Publication of Information

If you provide Paydel any feedback, suggestions, or other information or ideas regarding the Service (“Feedback”), you hereby assign to Paydel all rights in the Feedback and agree that Paydel has the right to use such Feedback and related information in any manner it deems appropriate.

Paydel will treat any Feedback you provide as non-confidential and non-proprietary. You agree that you will not submit to Paydel any information or ideas that you consider to be confidential or proprietary.

Non-Solicitation

You shall not, except with the prior written consent of Paydel, attempt to solicit or entice away; or solicit or entice away, from the service of Paydel, the services of any Transporter, for any duration of time however brief. This provision shall continue in force for one (1) year subsequent to termination of usage of the Services.

In the event of a violation, you shall be liable to a penalty to be calculated as follows, for each person solicited or enticed away: the total gross revenue to Paydel, for the 12 months immediately preceding the solicitation event, supplied on average by a person of the same class as the Transporter.

Miscellaneous Provisions

Termination

In the event of breach on your part Paydel reserves the right to immediately terminate the Agreement forthwith, and /or close or suspend your Account. Paydel further reserves the right to terminate the Agreement by written notice.

Responsibility

If you authorize, assist, encourage or facilitate another person or entity to take any action related to the subject matter of these Terms with Paydel, you shall be deemed to have taken the action yourself.

Severability

If any portion of these Terms is held by a court of competent jurisdiction to be invalid or unenforceable, the remaining provisions of these Terms will remain in full force and effect, and any invalid or unenforceable portions shall be construed in a manner that most closely reflects the effect and intent of the original language. If such construction is not possible, the provision will be severed from these Terms, and the rest of the Terms shall remain in full force and effect.

Waivers

Any failure by Paydel to enforce any right or provision of these Terms shall in no way be construed to be a present or future waiver of such provision nor in any way affect our right to enforce such provision thereafter. All waivers by us must be acknowledged and agreed in writing. Successors and Assigns. These Terms will be binding upon, and inure to the benefit of Paydel and any contracting parties and their respective successors and assigns.

Assignment

You may not assign these Terms without the prior written approval of Paydel. Paydel may assign these Terms without your consent to (a) a parent, subsidiary or affiliate; (b) an acquirer of Paydel’s equity, business or assets; or (c) a successor by merger. Any purported assignment in violation of this section shall be void.

No Agency

No partnership, contract of employment, agency, joint venture or franchise relationship shall be created between you, Paydel or any Transporters as a result of these Terms or use of the Services. No Third Party Beneficiary. You acknowledge and agree that, except as otherwise expressly provided in these Terms, there shall be no third party beneficiary to any agreement entered into with Paydel.

Governing Law

These terms and conditions shall be governed by and construed in accordance with the laws of Kenya in which Paydel is located.

Headings

Headings are for reference purposes only and in no way define, limit, construe or describe the scope or extent of such section.

Contacts

All notices, complaints, recommendations and suggestions should be channeled via phone: +254 712 352 027 or E‐mail paydel@mail.com

Liability

Delivery Company is not liable for any damage to goods during transit. Delivery Company is also not liable for any indirect or consequential damages arising from the use of its services.

Intellectual Property

Paydel retains all intellectual property rights in the services provided, including all trademarks, trade names, logos, and other proprietary information.

Amendments

Paydel reserves the right to amend these terms and conditions at any time. The most current version of the terms and conditions can be found on the Delivery Company website.

FAQ’s

How is my product packed and delivered?

Every shipped item on Paydel is packed and shipped specifically to ensure the product arrives at your door. If you have additional questions about a specific product, you can contact our customer support team at +254712253027 - our team is happy to help answer any questions you have.

Do I have to be home to approve the package when it's delivered?

With the exception of orders where age verification is required, you don’t have to be home to approve a package when it arrives. Kindly only share the OTP to the person who will be receiving your goods on your behalf.

My friend wasn't home and missed their delivery

It is the sole responsibility of the customer to notify a gift recipient of a pending delivery. If the recipient is not available to receive the delivery and Paydel determines the delivery location is not ‘safe,’ Paydel is not responsible for a damaged product and/or additional shipping fees.

Where is my order?

You can check the status of your order by following the steps outlined below.

1. Go to your Paydel account
2. Click on the specific package
3. You will find your tracking link there

Please Note:

If you haven’t received your ‘Order Shipped’ email, your order may not have shipped out just yet. If your order has shipped and is scheduled to deliver today, please know our carriers will deliver packages anytime between 8am-8pm. The time of delivery is all subject to the local carrier. To request additional information about your order, please call our Customer Support line at +25412253027

How do I cancel my order?

Please call our Customer Support line at +254712253027 in order to cancel your order. If you placed an order for ASAP delivery: Cancellation requests must be received within 30 mins after placing the order.

If you placed an order for normal delivery: Cancellation requests must be received within a 2 hours before the order’s delivery time. In some cases changes or cancellations will not be possible due to reasons out of our control.

How do I change my address?

If you need to update an address, please contact our Customer Support team at 254712253027 within one hour after placing your order. We kindly ask customers to give Paydel and our partner shops time to act upon your request. For this reason we cannot guarantee address changes after this timeframe.

Paydel is not responsible for refunds or replacements of orders with incomplete, invalid, or incorrect addresses. The customer is responsible for checking their confirmation email at the time of placing their order. Additionally, we are not responsible for packages sent to recipients who are not available to accept packages on the delivery date. We are not able to reship packages that are returned to us by the carrier. Please take this into consideration when selecting your shipping address for an order.

What are Paydel’s Customer Support hours of operation?

We can be reached at 254712253027, 7 days a week from 8am- 5pm.

If your inquiry is about an existing order, please share your order date, name, and merchant for faster service.

I have tried to contact Paydel and received no response

We sincerely apologize if there are any delays in responding to your inquiry. We strive to put the customer first and resolve any issues as quickly as possible to keep our customers satisfied. During high volume periods (holidays, special events, etc.), our team may take a bit longer to respond due to the number of questions we receive. We will be sure to respond to all customer inquiries as quickly as we can.

My item(s) arrived damaged. What do I do?

We are very sorry to hear this! Please contact our Customer Support team at +254712253027 within 3 days of delivery with your order details and description of the damage. We understand that occasionally, items will get damaged, and we will work to remedy the solution with you.

How do I report missing item(s) ? My order is missing something or contains the wrong item(s)

We are very sorry to hear this! Please contact our Customer Support team by calling +254 712 253 027 within an hour of delivery. Our merchants are trying their very best to pack your order perfectly. However, sometimes mistakes are made. We will be sure to work with you and our merchant partners to resolve your issue as quickly as possible.

How do I report poor product quality?

We are dedicated to making sure that your order is packaged properly and shipped at the appropriate speed so it arrives at your doorstep in good condition and safe to consume. While we regularly adjust shipments to mitigate the risk of spoilage, occasionally packages are affected by conditions beyond our control, such as extreme seasonal temperatures.

How do I report that I received the wrong order?

We are very sorry to hear this! Please contact our Customer Support team at +254 712 253 027 within an hour of delivery. We understand that sometimes items get incorrectly shipped and we will work to resolve the situation quickly.

More Information about COVID-19 Related Delays

Some of our merchants have reported slight delays in orders they are currently fulfilling, due to the supply chain disruptions during the COVID-19 pandemic. Our merchants are continuing to operate following the safest standards to ship their products nationwide, but some supplies & packaging have longer lead times than usual which may cause a shipment delay for your order. In addition, our shipping partners are experiencing higher than normal volumes which may cause the shipment of your order to take longer than expected.

We greatly appreciate your patience and understanding during these unprecedented times.

Delivery Policy

Paydel promises to provide you with the best-in-class delivery experience at every step of the way. We assure you that all due precautions are taken so that your package is delivered to you intact and on time. Just proceed with your order and we’ll do the rest.

While we do have systems in place to mitigate the risk of shipping products around the country, Delivery times may be affected by factors outside of our control, such as weather conditions, traffic, road closures and operational delays from our shipping partners. Our shipping arrival dates are estimates and not guarantees.

Most of our carriers will deliver packages anytime between 8am-8pm; Paydel is unable to provide a delivery time guarantee. If you are placing an order for a time-sensitive event, we recommend placing your order in advance.

In anticipation of high package volumes (especially during holidays) or other uncontrollable events. Paydel reserves the right to adjust your order delivery timing to prevent delays.

Paydel is not responsible for delays in transit caused by high package volume, weather, mechanical error, strikes, natural disasters, terrorism safety control, local carrier mis-scans or inaccurate/incomplete shipping information.

Delivery Policy

1. Delivery Time: We aim to deliver all orders within the estimated delivery time specified on the website or confirmed at the time of order placement.
2. Delivery Dates: Delivery dates are estimated and may vary based on circumstances beyond our control.
3. Delivery Locations: We deliver to the address specified by the customer at the time of order placement. Customers are responsible for checking that all shipping information is correct before submitting an order. We are not currently able to change a delivery address after the order has shipped.
4. Tracking Information: We will provide tracking information to the customer via the website once the order has been dispatched.
5. Delivery Fees: Delivery fees may vary based on the destination of the shipment. The delivery fee will be calculated and communicated to the customer at the time of order placement. Customers are responsible for paying the delivery fee as agreed upon at the time of ordering. The delivery fee covers the cost of delivery and may vary based on the location.
6. Delivery Requirements: The recipient or an authorized representative must be present at the time of delivery and provide proof of identity if required or a one-time password provided to them via the website.
7. Delivery Rescheduling: The customer may request to reschedule the delivery by contacting our customer service team at least 2 hours before the estimated delivery time.
8. OTP Requirement: A one-time password may be required upon delivery to confirm receipt of the order.
9. Damaged or Lost Deliveries: If the customer receives a damaged shipment or if a shipment is lost in transit, the customer must contact our customer service team within 2 hours of the estimated delivery time.
10. Delivery Liability: Our liability for delivered items ends upon successful delivery to the specified address.
11. There are no returns or refunds allowed on any orders that have no formal complaints two hours after delivery.
12. Changes to the Delivery Policy: Paydel reserves the right to modify this delivery policy at any time.

Payment Policy

At Paydel, we provide a secure platform for processing payments for our clients. This Payment Policy outlines the terms and conditions that apply to the use of our payment services. By using our services, you agree to the terms of this Payment Policy.

Eligibility

To use our payment services, you must be at least 18 years of age or the age of majority in your area of residence open to a Paydel account to use the Paydel Services.” and have the legal capacity to enter into a binding contract.

Fees and charges

We may charge fees for the use of our payment services, such as service fees and transaction fees. The fees and charges will be clearly disclosed to you before you complete a transaction.

Fulfillment fees applicable for the Services shall be communicated to you through the Services. You will pay Paydel for the Services the fulfillment fees ,service charge fees and/or transaction fees in advance and in full prior to the completion of a delivery in accordance with either of the following options:

1. On-pay - where you pay the amounts quoted by Paydel through the Services prior to placing any delivery requests and/or immediately upon the conclusion of a delivery;
2. Pre-pay- where you top up your Paydel account with an amount from which the delivery fees will be deducted based on consumption.

Payments shall be made via mobile money transfer or other agreed digital means. Cash payments shall not be accepted unless expressly advised by Paydel.

The fees are exclusive of all taxes. If taxes are chargeable, you agree to pay them in addition to the fees.

You understand that Paydel, in its sole discretion, may also vary its fees using any criteria including without limitation, geographical location, time period or quantum of demand. You also understand that such variance may result in different amounts charged for the same or similar services obtained through the use of the Services. Any such variance in fees will be communicated to you through the Services.

Payment processing

We use industry-standard encryption and security measures to protect your payment information. We may partner with third-party payment processors to complete transactions, and we may share your information with those processors to complete the transaction.

Refunds and disputes

Refunds will be processed in accordance with the seller's refund policy, which will be clearly disclosed to you before you complete a transaction. If you have a dispute with a seller, please contact the seller directly to resolve the issue. If you are unable to resolve the issue with the seller, please contact us at paydelapp@gmail.com for assistance.

Cancellation and termination

You may cancel your use of our payment services at any time by contacting us at paydelapp@gmail.com. We may cancel or suspend your use of our services if you breach this Payment Policy or if we suspect fraudulent or illegal activity.

Changes to this Payment Policy

We may update this Payment Policy from time to time. If we make material changes, we will notify you by email or by posting a notice on our website before the changes become effective.

Contact Us

If you have any questions or concerns about this Payment Policy, please contact us at paydelapp@gmail.com

Paydel reserves the right to, at its sole-discretion, allow you to post-pay for the Services subject to such terms and conditions agreed by you and Paydel in writing, provided that in all circumstances, fees for Services rendered must be settled within 24 hours of provision of the Services.

Return Policy

At Paydel, we strive to provide our customers with high-quality delivery services. This Return Policy outlines the conditions under which items may be returned for a refund or exchange.

Eligible items

Items may be eligible for return if they meet the following conditions:

• The item was damaged during delivery
• The item is incorrect or does not match the description provided by the seller
• The item was defective or not in working condition at the time of delivery

Return process

To initiate a return, please contact the seller directly to request a return. If the seller agrees to the return, they will provide instructions on how to return the item. The item must be returned in its original condition, with all original packaging and accessories. The seller is responsible for the cost of return shipping unless the item was damaged during delivery.

Refunds

If the item is eligible for a refund, the refund will be processed in accordance with the seller's refund policy. Refunds will be credited to the original payment method used to purchase the item.

Exchanges

If you would like to exchange an item, please contact the seller directly to request an exchange. The seller will provide instructions on how to exchange the item.

Cancellations and Refunds

Customers may cancel an order before the item has been picked from the seller. Refunds for cancelled orders will be processed within a reasonable time frame.

Delivery Company Responsibility

Paydel is responsible for delivering the item in accordance with the delivery instructions provided by the seller. We are not responsible for the quality or condition of the item itself. If an item is damaged during delivery, please contact us at paydelapp@gmail.com to initiate a claim.

Contact Us

If you have any questions or concerns about this Return Policy, please contact us at paydelapp@gmail.com

Account

In order to use the Services, you must register an account with Paydel and provide certain information as prompted by the applicable registration form.

You represent and warrant that:

• all required registration information you submit is truthful and accurate; and
• you will maintain the accuracy of such information.

You may delete your Account at any time by following the instructions on the Services. You are responsible for maintaining the confidentiality of your Account login credentials and agree to immediately notify Paydel of any unauthorized use, or suspected unauthorized use of your Account or any other breach of security.

You may not authorize others to use your user status, and you may not assign or otherwise transfer your user account to any other person or entity. Paydel is not liable for any loss or damage arising from your failure to comply with the above requirements.

The Services

Paydel provides delivery and payment services for customers. The customer is responsible for ensuring that the goods to be delivered are suitable for delivery and that all necessary information and instructions are provided to the rider.

The Services provided by Paydel enable you to arrange and schedule for the collection, storage, packaging and preparation of goods for delivery to your consignees In consideration of you paying the fees communicated by Paydel from time to time and in the manner set out in these Terms, Paydel will provide the Services in accordance with this Agreement.

1. The Services will be provided on demand and you will be required to place an order through your Paydel Account by inputting accurate information requested by Paydel to enable Paydel offer the Services to you.

   This may include but is not limited to:

   • Pickup address for the goods: The physical address for collection of the goods including any Paydel distribution hubs. Please note that you may also personally drop off goods at any Paydel warehouse or distribution hub as may be communicated by Paydel to you or request Paydel to collect the goods from your premises subject to such terms as Paydel may communicate to you.
   • Destination: The physical address for delivery of the goods to the consignee once available.
   • Contact details of the consignee once available including their telephone number or any other details requested by Paydel.
   • An accurate description of the goods that will be the subject of the Services.
   • The exact image of the good /goods to be transported
2. A carrier will be assigned to pick up and deliver the goods to a Paydel designated warehouse or goods holding area. You will be able to manage and track your order through your Paydel Account. A Transporter may, for any reason, request a physical verification of the goods to ensure that they conform with the Terms before pick up. If the inspection reveals any unauthorised or damaged goods or goods not matching the description provided by you, the Transporter shall decline receipt and shall notify Paydel.

3. Paydel will offer storage of the goods under the Services at its designated warehouses in the following scenarios:

   • If a delivery attempt was made and it was not successful. If a Transporter is unable to complete a delivery due to consignee availability or postponement the goods will be returned to the warehouse and the status of the order updated.
   • If the goods were picked up past 4pm on the day the order was processed.
   • If for any other reasons beyond our control
   • Paydel reserves the right to charge a storage fee for goods that remain in Paydel’s custody beyond the minimum period notified to you through the Services.

4. Paydel will ensure the goods delivered to your consignees are sealed. Once the goods are accepted the order will be marked as complete on your Account and the fulfillment transaction will be considered closed. You acknowledge that we will not accept returns from the consignees as our contractual relationship for the Services is with you and not the consignee.

   In the event the consignee wishes to return the goods delivered, then after the fulfillment transaction is closed, you may approve any such return and may instruct Paydel to assist in the delivery of such return to you under a separate transaction.

5. In the event that you require any return of any warehoused goods through the Services, you may place a request through your contacts and Paydel will communicate when the goods will be delivered to the specified location and upon such delivery, the order will be marked as complete on your Account. Paydel reserves the right to charge a fee for any returns you request.

Paydel may, at its sole discretion, make promotional offers with different features and different rates to any of its customers or groups of our customers. These may result in different amounts charged for the same or similar services or goods obtained through the use of the Services. You agree that these promotional offers, unless made to you, shall have no bearing whatsoever on your contract, your use of the Services or the Charges applicable to you.

Paydel Dispute Resolution Policy as a Third-Party Delivery Company

This Dispute Resolution Policy outlines the procedure for resolving disputes that may arise between customers and the Paydel (the “Company”). The policy is designed to provide a fair and prompt resolution to disputes and to ensure the satisfaction of all parties involved. Scope: This policy applies to all customers who use the Company's services and to all disputes arising from the delivery of goods and services by the Company.

Procedure:

1. Communication: Customers are encouraged to communicate any concerns or disputes directly with the Company, by contacting the customer service team via email or phone.
2. Investigation: Upon receipt of a dispute, the Company will investigate the matter and will provide a response within a reasonable time frame.
3. Mediation: If the dispute cannot be resolved through communication, the parties may agree to participate in mediation. Mediation is a confidential and informal process where a neutral third-party mediator will assist the parties in resolving the dispute.
4. Arbitration: If mediation is unsuccessful, the parties may agree to participate in arbitration. Arbitration is a binding process where an arbitrator will make a final and binding decision on the dispute.
5. Legal Action: If the dispute cannot be resolved through mediation or arbitration, the parties may seek resolution through the legal system. Conclusion: Paydel is committed to providing a fair and prompt resolution to disputes and to ensuring the satisfaction of all parties involved. The Dispute Resolution Policy provides a clear and concise process for resolving disputes and ensures that all parties have access to a fair and impartial resolution.

License Grant & Restrictions

Subject to your compliance with these Terms, Paydel hereby grants you a non‐exclusive, non‐transferable, revocable right to (a) access and use its Fulfillment applications and related services (the “Applications”) solely in connection with your use of the Services; and (b) access and use of any content, information and related materials that may be made available through the Services solely for your personal, non-commercial use. All rights not expressly granted to you are reserved by Paydel and its licensors.

You hereby agree NOT to:

• License, sublicense, sell, resell, transfer, assign, distribute or otherwise commercially exploit or make available to any third party the Services;
• Remove any copyright, trademark or other proprietary notices from any portion of the Services and/or Applications;
• Reproduce, modify, prepare derivative works based upon, distribute, license, lease, sell, resell, transfer, publicly display, publicly perform, transmit, stream, broadcast or otherwise exploit the Services except as expressly permitted by Paydel;
• Attempt to gain unauthorized access to or impair any aspect of the Services or its related systems or networks;
• Send or store material containing viruses, worms, trojan horses or other harmful computer code, files, scripts, agents or programs;
• Interfere with or disrupt the integrity or performance of the Services or the information or data contained therein; or
• Interfere with or disrupt the integrity or performance of the Services or the information or data contained therein; or
• Create internet ‘links’ to, or ‘frame’ or ‘mirror’ the Services, or any portion of the Services;
• Decompile, reverse engineer or disassemble the Services except as may be permitted under applicable law;
• Build a product or service using similar ideas, features, functions or graphics of the Services;
• Copy any ideas, features, functions or graphics of the Services; or
• Cause or launch any program or scripts for the purpose of scraping, indexing, surveying, or otherwise data mining any portion of the Services, or which may make multiple server requests per second, or unduly burden or hinder the operation, performance and/or functionality of the Services.

Support

Users may contact Paydel for any support-related issues arising from the use of the Services by following the instructions on the Services. Representations and Warranties By using the Services, you expressly represent and warrant that you are legally permitted to enter into the Agreement.

The Services are not available to children (persons under the age of 18). By using the Services, you represent and warrant that you are at least 18 years old. By using the Services, you represent and warrant that you have the right, authority and capacity to enter into this agreement and to abide by the Terms. Your access and use of the Services is for your use and may not be resold to third parties.

When using the Services you agree to comply with all applicable laws of the Federal Republic of Uganda. You may only access the Services using authorized means. It is your responsibility to check to ensure you download the correct software for your device. Paydel is not liable if you do not have a compatible handset or if you have downloaded the wrong version of software for your device.

Paydel reserves the right to terminate this Agreement should you be accessing the Services with an incompatible or unauthorized device or Software. You agree that by using or accessing the Services:

• You will not alter, modify, translate, adapt, decompile, disassemble or reverse engineer the Applications or Services, nor any part of it;
• You will not send spam or otherwise duplicative or unsolicited messages in violation of applicable laws;
• You will not use the Services to cause nuisance, annoyance or inconvenience;
• You will not impair the proper operation of the Services;
• You will not copy, or distribute the Services or other content received as a result of access or use of the Services without written permission from Paydel;
• You will only use the Applications and Services for your own personal use and will not resell any portion of the Services to a third party;
• You will keep secure and confidential your account password or any identification we provide you which allows access to the Services;
• You agree to immediately notify Paydel of any unauthorized use, or suspected unauthorized use of your Account or any other breach of security. Paydel is not liable for any loss or damage arising from your failure to comply;
• You will provide Paydel with whatever proof of identity we may reasonably request;
• You will cooperate with Paydel and relevant authorities in all matters relating to the Services; and
• You will always act in compliance with applicable laws.

By using the Services with respect to fulfillment services for your goods, you agree that:

• You will only use the Services for lawful purposes; you will not use the Services for sending or storing any illegal or unlawful material or for fraudulent purposes;
• You are fully authorized to deal with the goods;
• You will not use the Services with respect to fulfillment of any cash, cash equivalents, jewellery, illegal, stolen or smuggled goods, counterfeit goods or undeclared hazardous goods and will indemnify Paydel against any liability arising from the carriage and storage of such goods;
• You will inform Paydel, in writing, if the goods are regulated by specific laws, licenses, guidelines or conditions, and will provide Paydel and the Transporters with specific and proper guidelines on the handling, storage and transportation of such goods, as relevant;
• You will not solicit or entice away the business or services of the Transporters from Paydel or the Services;
• You will only provide true and accurate information when using the Platform;
• You will not send or store infringing, obscene, threatening, libelous or otherwise unlawful or tortious material including material that violates third party rights;
• You will not try to harm the Transporters, their agents or the Services in any way whatsoever;
• You agree that Paydel will not be liable for any in-transit loss, damage, theft, destruction, or delayed delivery of any goods save as provided for under the Insurance clause.

In the event of breach on your part Paydel reserves the right to immediately terminate the Agreement forthwith. Paydel further reserves the right to terminate the Agreement by written notice.

Insurance

In the event that the goods are established to have been lost/ damaged either in transit or in the warehouses or distribution hubs during Paydel’s provision of the Services and Paydel or the Transporter is found liable, an insurance claim may be raised as set out below. Paydel will obtain and keep in force during the Term insurance policies covering warehoused goods.

Paydel shall require Transporters offering transport and logistics services seeking registration on its platforms, obtain and maintain insurance coverage against loss or damage for goods delivered in connection with the Services. Neither Paydel nor the Transporters will be liable for any damage before or after the goods are no longer in possession of Paydel or the Transporters.

You shall immediately inform Paydel of any dispute arising in relation to a delivery no later than 3 days after delivery.

Intellectual Property Ownership

Paydel alone (and its licensors, where applicable) shall own all right, title and interest, including all related intellectual property rights, in and to the Services and any suggestions, ideas, enhancement requests, feedback, recommendations or other information provided by you or any other party relating to the Services.

These Terms do not convey to you any rights of ownership in or related to the Services, or any intellectual property rights owned by Paydel. The Paydel name, Paydel logo, and the product names associated with the Services are trademarks of Paydel or third parties, and no right or license is granted to use them.

Third Party Interactions

The Services may be made available or accessed in connection with third party services and content (including advertising) that Paydel does not control. During use of the Services, you may, without limitation, enter into correspondence with, purchase goods and/or services from, or participate in promotions of third party providers, advertisers or sponsors.

You acknowledge that different terms of use, warranties, representations and privacy policies may apply to your use of such third party services and content and in no event shall Paydel be responsible or liable for any representations, products or services of such third party providers.

You acknowledge that your access and use of the Services in connection with third party services may be subject to terms set forth in the applicable third party’s terms and conditions. You acknowledge that the availability of the products, goods or services of third party providers on the Services is not an endorsement of the same by Paydel.

You hereby further acknowledge that where third party providers of goods and/or services require your agreement to additional or separate terms and conditions prior to your use of or access to such goods or services, Paydel will have no responsibility nor liability arising from such agreements between you and the third party providers.

Any third party interactions, and any terms, conditions, warranties or representations associated with such activity, are solely between you and the applicable third party. Paydel and its licensors shall have no liability, obligation or responsibility for any such correspondence, purchase, transaction or promotion between you and any such third party.

Paydel does not endorse any sites on the Internet that are linked through the Services, and in no event shall Paydel or its licensors be responsible for any content, products, services or other materials on or available from such sites or third party providers.

Paydel may rely on third party advertising and marketing supplied through the Services and other mechanisms to subsidize the Services. By agreeing to these Terms you agree to receive such advertising and marketing.

Paydel may compile and release information regarding you and your use of the Services on an anonymous basis as part of a customer profile or similar report or analysis. You agree that it is your responsibility to take reasonable precautions in all actions and interactions with any third party you interact with through the Services.

Indemnification

You agree that you shall defend, indemnify and hold Paydel, its licensors and each such party's parent organizations, subsidiaries, affiliates, officers, directors, members, employees and agents harmless from and against any and all claims, costs, damages, demands, losses, liabilities and expenses (including legal fees and costs) arising out of or in connection with:

1. your violation or breach of any of these Terms or any applicable law or regulation, whether or not referenced herein;
2. your violation of any rights of any third party, including providers of logistics or transport services arranged via the Services;
3. your use or misuse of the Services or services or goods obtained through your use of the Services;
4. Paydel’s use of your data and user content in accordance with these Terms; or
5. the the goods that are the subject of the Services.

Disclaimer Of Warranties

The services are provided to you strictly on an "as is" basis. All conditions, representations and warranties, whether express, implied, statutory or otherwise, including, without limitation, any implied warranty of merchantability, fitness for a particular purpose, or non‐infringement of third party rights, are hereby disclaimed by paydel to the extent applicable under law. Paydel makes no representation, warranty, or guarantee as to the reliability, timeliness, quality, suitability, availability, accuracy or completeness of the services.

Paydel makes no representations or warranties that

• the use of the services will be secure, timely, uninterrupted or error‐free or operate in combination with any other hardware, software, system or data,
• the services will meet your requirements or expectations,
• any stored data will be accurate or reliable,
• the quality of any products, services, information, or other material purchased or obtained by you through the services will meet your requirements or expectations,
• errors or defects in the services will be corrected, or
• the services or the server(s) that make the services available are free of viruses or other harmful components.

Paydel makes no representation, warranty, or guarantee as to the reliability, safety, timeliness, quality, suitability or availability of any services, products or goods supplied by third parties through the use of the services.

Paydel does not guarantee the suitability, legality, regulatory compliance, quality or ability of a transporter, used through the services. You acknowledge and agree that the entire risk arising out of your use of the services, and any third party services or products remains solely with you.

Limitation Of Liability

Paydel and/or its licensors shall not be liable to anyone for any indirect, punitive, special, exemplary, incidental, consequential or other damages of any type or kind (including personal injury, property damage, loss of data, lost revenue and/or profits, loss of use or other economic advantage) related to, in connection with, or otherwise resulting from any of the services, regardless of the negligence of paydel, even if paydel has been advised of the possibility of such damages.

Paydel and/or its licensors shall not be liable for any loss, damage or injury which may be incurred by you, including but not limited to loss, damage or injury arising out of, or in any way connected with the services, including but not limited to the use or inability to use the services, any reliance placed by you on the completeness, accuracy or existence of any advertising, or as a result of any relationship or transaction between you and any third party provider, advertiser or sponsor whose advertising appears on the website or is referred by the services, even if paydel and/or its licensors have been previously advised of the possibility of such damages.

Paydel shall not be liable for delay or failure in performance resulting from causes beyond paydel’s reasonable control. The services may be used by you to connect with third party providers, but you agree that paydel has no responsibility or liability to you related to any products, goods and/or services provided to you by third party providers other than as expressly set forth in these terms. Paydel will not bear any responsibility nor incur any liability to assess the suitability, legality or ability of any transporters and you expressly waive and release paydel from any and all liability, claims or damages arising from or in any way related to the transporters. Paydel will not be a party to disputes, negotiations of disputes between you and such transporters.

Responsibility for the decisions you make regarding services offered via the services (with all its implications) rests solely with you. You expressly waive and release any and all rights and benefits under the laws of the republic of uganda (or any analogous law of any other state). The quality of the logistics or transport services obtained through the use of the services is entirely the responsibility of transporter who ultimately provides such services to you, and you hereby acknowledge and agree that you use the transporter services entirely at your own risk.

Except as expressly stated herein, paydel will not be liable to you for any claims arising out of any logistics and/or transport services procured through the services. In any case, paydel’s aggregate liability shall in no event exceed the amounts actually paid by and/or due from you in the three (3) month period immediately preceding the event giving rise to such claim of liability.

Internet Delays

The Services may be subject to limitations, delays, and other problems inherent in the use of the internet and electronic communication. Paydel is not responsible for any delays, delivery failures, or any other liability, costs or damage resulting from such problems.

Notice

Paydel may give notice by means of a general notice on the Services, electronic mail to your email address in your account, telephone or text message to any telephone number provided in connection with your account, or by a notification message displayed on your account page. Such notice shall be deemed to have been given upon publication on the Services or upon the expiration of 12 hours after sending (if sent by email or telephone).

It shall be your responsibility to keep your contact information (including email address and telephone number) current and you will be deemed to have received any notice issued based on the contact information in your account, whether or not you actually receive it. You may give notice to Paydel, with such notice deemed given when received by Paydel, at any time through the email address paydelapp@gmail.com

Data Privacy

Paydel’s collection and use of personal information in connection with the Services is described in our Data Privacy Policy located at the terms of which are incorporated into these Terms. Any data, including personal data, shared with Paydel will be used in accordance with this Data Privacy Policy.

You will ensure that any personal information that comes into your possession as a result of these Terms including but not limited to any data or information in regard to Paydel, Paydel’s employees, the Transporters and their employees and third parties and their employees must be collected and processed in accordance with the provisions of the applicable data protection laws in your territory and any other applicable laws.

By accessing or using the Services, you hereby freely, unequivocally and expressly authorize Paydel to receive, record, process, store and transfer your data, including personal data, in accordance with the law and our Data Privacy Policy.

You hereby freely, unequivocally and expressly consent to the transfer of your data, including personal data, to third parties to be used for credit checks and other verification purposes.

Confidentiality

By accessing or using the Services, you hereby agree and undertake not to disclose to any person any confidential information concerning the business, affairs, customers, data, clients or suppliers of Paydel and the Transporters save as is expressly required by law. You also unequivocally agree not to use any information obtained through the Services for any purpose other than to procure fulfillment services through the Services.

Any violation of this provision shall warrant a charge, for each such violation, that shall be determined by Paydel in its sole discretion, bearing in mind:

1. the loss and expense occasioned by such loss; and
2. any deterrence measures Paydel may wish to pursue.

Publication of Information

If you provide Paydel any feedback, suggestions, or other information or ideas regarding the Service (“Feedback”), you hereby assign to Paydel all rights in the Feedback and agree that Paydel has the right to use such Feedback and related information in any manner it deems appropriate.

Paydel will treat any Feedback you provide as non-confidential and non-proprietary. You agree that you will not submit to Paydel any information or ideas that you consider to be confidential or proprietary.

Non-Solicitation

You shall not, except with the prior written consent of Paydel, attempt to solicit or entice away; or solicit or entice away, from the service of Paydel, the services of any Transporter, for any duration of time however brief. This provision shall continue in force for one (1) year subsequent to termination of usage of the Services.

In the event of a violation, you shall be liable to a penalty to be calculated as follows, for each person solicited or enticed away: the total gross revenue to Paydel, for the 12 months immediately preceding the solicitation event, supplied on average by a person of the same class as the Transporter.

Miscellaneous Provisions

Termination

In the event of breach on your part Paydel reserves the right to immediately terminate the Agreement forthwith, and /or close or suspend your Account. Paydel further reserves the right to terminate the Agreement by written notice.

Responsibility

If you authorize, assist, encourage or facilitate another person or entity to take any action related to the subject matter of these Terms with Paydel, you shall be deemed to have taken the action yourself.

Severability

If any portion of these Terms is held by a court of competent jurisdiction to be invalid or unenforceable, the remaining provisions of these Terms will remain in full force and effect, and any invalid or unenforceable portions shall be construed in a manner that most closely reflects the effect and intent of the original language. If such construction is not possible, the provision will be severed from these Terms, and the rest of the Terms shall remain in full force and effect.

Waivers

Any failure by Paydel to enforce any right or provision of these Terms shall in no way be construed to be a present or future waiver of such provision nor in any way affect our right to enforce such provision thereafter. All waivers by us must be acknowledged and agreed in writing. Successors and Assigns. These Terms will be binding upon, and inure to the benefit of Paydel and any contracting parties and their respective successors and assigns.

Assignment

You may not assign these Terms without the prior written approval of Paydel. Paydel may assign these Terms without your consent to (a) a parent, subsidiary or affiliate; (b) an acquirer of Paydel’s equity, business or assets; or (c) a successor by merger. Any purported assignment in violation of this section shall be void.

No Agency

No partnership, contract of employment, agency, joint venture or franchise relationship shall be created between you, Paydel or any Transporters as a result of these Terms or use of the Services. No Third Party Beneficiary. You acknowledge and agree that, except as otherwise expressly provided in these Terms, there shall be no third party beneficiary to any agreement entered into with Paydel.

Governing Law

These terms and conditions shall be governed by and construed in accordance with the laws of Kenya in which Paydel is located.

Headings

Headings are for reference purposes only and in no way define, limit, construe or describe the scope or extent of such section.

Contacts

All notices, complaints, recommendations and suggestions should be channeled via phone: +254 712 352 027 or E‐mail paydel@mail.com

Liability

Delivery Company is not liable for any damage to goods during transit. Delivery Company is also not liable for any indirect or consequential damages arising from the use of its services.

Intellectual Property

Paydel retains all intellectual property rights in the services provided, including all trademarks, trade names, logos, and other proprietary information.

Amendments

Paydel reserves the right to amend these terms and conditions at any time. The most current version of the terms and conditions can be found on the Delivery Company website.

FAQ’s

How is my product packed and delivered?

Every shipped item on Paydel is packed and shipped specifically to ensure the product arrives at your door. If you have additional questions about a specific product, you can contact our customer support team at +254712253027 - our team is happy to help answer any questions you have.

Do I have to be home to approve the package when it's delivered?

With the exception of orders where age verification is required, you don’t have to be home to approve a package when it arrives. Kindly only share the OTP to the person who will be receiving your goods on your behalf.

My friend wasn't home and missed their delivery

It is the sole responsibility of the customer to notify a gift recipient of a pending delivery. If the recipient is not available to receive the delivery and Paydel determines the delivery location is not ‘safe,’ Paydel is not responsible for a damaged product and/or additional shipping fees.

Where is my order?

You can check the status of your order by following the steps outlined below.

1. Go to your Paydel account
2. Click on the specific package
3. You will find your tracking link there

Please Note:

If you haven’t received your ‘Order Shipped’ email, your order may not have shipped out just yet. If your order has shipped and is scheduled to deliver today, please know our carriers will deliver packages anytime between 8am-8pm. The time of delivery is all subject to the local carrier. To request additional information about your order, please call our Customer Support line at +25412253027

How do I cancel my order?

Please call our Customer Support line at +254712253027 in order to cancel your order. If you placed an order for ASAP delivery: Cancellation requests must be received within 30 mins after placing the order.

If you placed an order for normal delivery: Cancellation requests must be received within a 2 hours before the order’s delivery time. In some cases changes or cancellations will not be possible due to reasons out of our control.

How do I change my address?

If you need to update an address, please contact our Customer Support team at 254712253027 within one hour after placing your order. We kindly ask customers to give Paydel and our partner shops time to act upon your request. For this reason we cannot guarantee address changes after this timeframe.

Paydel is not responsible for refunds or replacements of orders with incomplete, invalid, or incorrect addresses. The customer is responsible for checking their confirmation email at the time of placing their order. Additionally, we are not responsible for packages sent to recipients who are not available to accept packages on the delivery date. We are not able to reship packages that are returned to us by the carrier. Please take this into consideration when selecting your shipping address for an order.

What are Paydel’s Customer Support hours of operation?

We can be reached at 254712253027, 7 days a week from 8am- 5pm.

If your inquiry is about an existing order, please share your order date, name, and merchant for faster service.

I have tried to contact Paydel and received no response

We sincerely apologize if there are any delays in responding to your inquiry. We strive to put the customer first and resolve any issues as quickly as possible to keep our customers satisfied. During high volume periods (holidays, special events, etc.), our team may take a bit longer to respond due to the number of questions we receive. We will be sure to respond to all customer inquiries as quickly as we can.

My item(s) arrived damaged. What do I do?

We are very sorry to hear this! Please contact our Customer Support team at +254712253027 within 3 days of delivery with your order details and description of the damage. We understand that occasionally, items will get damaged, and we will work to remedy the solution with you.

How do I report missing item(s) ? My order is missing something or contains the wrong item(s)

We are very sorry to hear this! Please contact our Customer Support team by calling +254 712 253 027 within an hour of delivery. Our merchants are trying their very best to pack your order perfectly. However, sometimes mistakes are made. We will be sure to work with you and our merchant partners to resolve your issue as quickly as possible.

How do I report poor product quality?

We are dedicated to making sure that your order is packaged properly and shipped at the appropriate speed so it arrives at your doorstep in good condition and safe to consume. While we regularly adjust shipments to mitigate the risk of spoilage, occasionally packages are affected by conditions beyond our control, such as extreme seasonal temperatures.

How do I report that I received the wrong order?

We are very sorry to hear this! Please contact our Customer Support team at +254 712 253 027 within an hour of delivery. We understand that sometimes items get incorrectly shipped and we will work to resolve the situation quickly.

More Information about COVID-19 Related Delays

Some of our merchants have reported slight delays in orders they are currently fulfilling, due to the supply chain disruptions during the COVID-19 pandemic. Our merchants are continuing to operate following the safest standards to ship their products nationwide, but some supplies & packaging have longer lead times than usual which may cause a shipment delay for your order. In addition, our shipping partners are experiencing higher than normal volumes which may cause the shipment of your order to take longer than expected.

We greatly appreciate your patience and understanding during these unprecedented times.

Payment Policy

At Paydel, we provide a secure platform for processing payments for our clients. This Payment Policy outlines the terms and conditions that apply to the use of our payment services. By using our services, you agree to the terms of this Payment Policy.

Eligibility

To use our payment services, you must be at least 18 years of age or the age of majority in your area of residence open to a Paydel account to use the Paydel Services.” and have the legal capacity to enter into a binding contract.

Fees and charges

We may charge fees for the use of our payment services, such as service fees and transaction fees. The fees and charges will be clearly disclosed to you before you complete a transaction.

Fulfillment fees applicable for the Services shall be communicated to you through the Services. You will pay Paydel for the Services the fulfillment fees ,service charge fees and/or transaction fees in advance and in full prior to the completion of a delivery in accordance with either of the following options:

1. On-pay - where you pay the amounts quoted by Paydel through the Services prior to placing any delivery requests and/or immediately upon the conclusion of a delivery;
2. Pre-pay- where you top up your Paydel account with an amount from which the delivery fees will be deducted based on consumption.

Payments shall be made via mobile money transfer or other agreed digital means. Cash payments shall not be accepted unless expressly advised by Paydel.

The fees are exclusive of all taxes. If taxes are chargeable, you agree to pay them in addition to the fees.

You understand that Paydel, in its sole discretion, may also vary its fees using any criteria including without limitation, geographical location, time period or quantum of demand. You also understand that such variance may result in different amounts charged for the same or similar services obtained through the use of the Services. Any such variance in fees will be communicated to you through the Services.

Payment processing

We use industry-standard encryption and security measures to protect your payment information. We may partner with third-party payment processors to complete transactions, and we may share your information with those processors to complete the transaction.

Refunds and disputes

Refunds will be processed in accordance with the seller's refund policy, which will be clearly disclosed to you before you complete a transaction. If you have a dispute with a seller, please contact the seller directly to resolve the issue. If you are unable to resolve the issue with the seller, please contact us at paydelapp@gmail.com for assistance.

Cancellation and termination

You may cancel your use of our payment services at any time by contacting us at paydelapp@gmail.com. We may cancel or suspend your use of our services if you breach this Payment Policy or if we suspect fraudulent or illegal activity.

Changes to this Payment Policy

We may update this Payment Policy from time to time. If we make material changes, we will notify you by email or by posting a notice on our website before the changes become effective.

Contact Us

If you have any questions or concerns about this Payment Policy, please contact us at paydelapp@gmail.com

Paydel reserves the right to, at its sole-discretion, allow you to post-pay for the Services subject to such terms and conditions agreed by you and Paydel in writing, provided that in all circumstances, fees for Services rendered must be settled within 24 hours of provision of the Services.

Return Policy

At Paydel, we strive to provide our customers with high-quality delivery services. This Return Policy outlines the conditions under which items may be returned for a refund or exchange.

Eligible items

Items may be eligible for return if they meet the following conditions:

• The item was damaged during delivery
• The item is incorrect or does not match the description provided by the seller
• The item was defective or not in working condition at the time of delivery

Return process

To initiate a return, please contact the seller directly to request a return. If the seller agrees to the return, they will provide instructions on how to return the item. The item must be returned in its original condition, with all original packaging and accessories. The seller is responsible for the cost of return shipping unless the item was damaged during delivery.

Refunds

If the item is eligible for a refund, the refund will be processed in accordance with the seller's refund policy. Refunds will be credited to the original payment method used to purchase the item.

Exchanges

If you would like to exchange an item, please contact the seller directly to request an exchange. The seller will provide instructions on how to exchange the item.

Cancellations and Refunds

Customers may cancel an order before the item has been picked from the seller. Refunds for cancelled orders will be processed within a reasonable time frame.

Delivery Company Responsibility

Paydel is responsible for delivering the item in accordance with the delivery instructions provided by the seller. We are not responsible for the quality or condition of the item itself. If an item is damaged during delivery, please contact us at paydelapp@gmail.com to initiate a claim.

Contact Us

If you have any questions or concerns about this Return Policy, please contact us at paydelapp@gmail.com

Account

In order to use the Services, you must register an account with Paydel and provide certain information as prompted by the applicable registration form.

You represent and warrant that:

• all required registration information you submit is truthful and accurate; and
• you will maintain the accuracy of such information.

You may delete your Account at any time by following the instructions on the Services. You are responsible for maintaining the confidentiality of your Account login credentials and agree to immediately notify Paydel of any unauthorized use, or suspected unauthorized use of your Account or any other breach of security.

You may not authorize others to use your user status, and you may not assign or otherwise transfer your user account to any other person or entity. Paydel is not liable for any loss or damage arising from your failure to comply with the above requirements.

The Services

Paydel provides delivery and payment services for customers. The customer is responsible for ensuring that the goods to be delivered are suitable for delivery and that all necessary information and instructions are provided to the rider.

The Services provided by Paydel enable you to arrange and schedule for the collection, storage, packaging and preparation of goods for delivery to your consignees In consideration of you paying the fees communicated by Paydel from time to time and in the manner set out in these Terms, Paydel will provide the Services in accordance with this Agreement.

1. The Services will be provided on demand and you will be required to place an order through your Paydel Account by inputting accurate information requested by Paydel to enable Paydel offer the Services to you.

   This may include but is not limited to:

   • Pickup address for the goods: The physical address for collection of the goods including any Paydel distribution hubs. Please note that you may also personally drop off goods at any Paydel warehouse or distribution hub as may be communicated by Paydel to you or request Paydel to collect the goods from your premises subject to such terms as Paydel may communicate to you.
   • Destination: The physical address for delivery of the goods to the consignee once available.
   • Contact details of the consignee once available including their telephone number or any other details requested by Paydel.
   • An accurate description of the goods that will be the subject of the Services.
   • The exact image of the good /goods to be transported
2. A carrier will be assigned to pick up and deliver the goods to a Paydel designated warehouse or goods holding area. You will be able to manage and track your order through your Paydel Account. A Transporter may, for any reason, request a physical verification of the goods to ensure that they conform with the Terms before pick up. If the inspection reveals any unauthorised or damaged goods or goods not matching the description provided by you, the Transporter shall decline receipt and shall notify Paydel.

3. Paydel will offer storage of the goods under the Services at its designated warehouses in the following scenarios:

   • If a delivery attempt was made and it was not successful. If a Transporter is unable to complete a delivery due to consignee availability or postponement the goods will be returned to the warehouse and the status of the order updated.
   • If the goods were picked up past 4pm on the day the order was processed.
   • If for any other reasons beyond our control
   • Paydel reserves the right to charge a storage fee for goods that remain in Paydel’s custody beyond the minimum period notified to you through the Services.

4. Paydel will ensure the goods delivered to your consignees are sealed. Once the goods are accepted the order will be marked as complete on your Account and the fulfillment transaction will be considered closed. You acknowledge that we will not accept returns from the consignees as our contractual relationship for the Services is with you and not the consignee.

   In the event the consignee wishes to return the goods delivered, then after the fulfillment transaction is closed, you may approve any such return and may instruct Paydel to assist in the delivery of such return to you under a separate transaction.

5. In the event that you require any return of any warehoused goods through the Services, you may place a request through your contacts and Paydel will communicate when the goods will be delivered to the specified location and upon such delivery, the order will be marked as complete on your Account. Paydel reserves the right to charge a fee for any returns you request.

Paydel may, at its sole discretion, make promotional offers with different features and different rates to any of its customers or groups of our customers. These may result in different amounts charged for the same or similar services or goods obtained through the use of the Services. You agree that these promotional offers, unless made to you, shall have no bearing whatsoever on your contract, your use of the Services or the Charges applicable to you.

Paydel Dispute Resolution Policy as a Third-Party Delivery Company

This Dispute Resolution Policy outlines the procedure for resolving disputes that may arise between customers and the Paydel (the “Company”). The policy is designed to provide a fair and prompt resolution to disputes and to ensure the satisfaction of all parties involved. Scope: This policy applies to all customers who use the Company's services and to all disputes arising from the delivery of goods and services by the Company.

Procedure:

1. Communication: Customers are encouraged to communicate any concerns or disputes directly with the Company, by contacting the customer service team via email or phone.
2. Investigation: Upon receipt of a dispute, the Company will investigate the matter and will provide a response within a reasonable time frame.
3. Mediation: If the dispute cannot be resolved through communication, the parties may agree to participate in mediation. Mediation is a confidential and informal process where a neutral third-party mediator will assist the parties in resolving the dispute.
4. Arbitration: If mediation is unsuccessful, the parties may agree to participate in arbitration. Arbitration is a binding process where an arbitrator will make a final and binding decision on the dispute.
5. Legal Action: If the dispute cannot be resolved through mediation or arbitration, the parties may seek resolution through the legal system. Conclusion: Paydel is committed to providing a fair and prompt resolution to disputes and to ensuring the satisfaction of all parties involved. The Dispute Resolution Policy provides a clear and concise process for resolving disputes and ensures that all parties have access to a fair and impartial resolution.

License Grant & Restrictions

Subject to your compliance with these Terms, Paydel hereby grants you a non‐exclusive, non‐transferable, revocable right to (a) access and use its Fulfillment applications and related services (the “Applications”) solely in connection with your use of the Services; and (b) access and use of any content, information and related materials that may be made available through the Services solely for your personal, non-commercial use. All rights not expressly granted to you are reserved by Paydel and its licensors.

You hereby agree NOT to:

• License, sublicense, sell, resell, transfer, assign, distribute or otherwise commercially exploit or make available to any third party the Services;
• Remove any copyright, trademark or other proprietary notices from any portion of the Services and/or Applications;
• Reproduce, modify, prepare derivative works based upon, distribute, license, lease, sell, resell, transfer, publicly display, publicly perform, transmit, stream, broadcast or otherwise exploit the Services except as expressly permitted by Paydel;
• Attempt to gain unauthorized access to or impair any aspect of the Services or its related systems or networks;
• Send or store material containing viruses, worms, trojan horses or other harmful computer code, files, scripts, agents or programs;
• Interfere with or disrupt the integrity or performance of the Services or the information or data contained therein; or
• Interfere with or disrupt the integrity or performance of the Services or the information or data contained therein; or
• Create internet ‘links’ to, or ‘frame’ or ‘mirror’ the Services, or any portion of the Services;
• Decompile, reverse engineer or disassemble the Services except as may be permitted under applicable law;
• Build a product or service using similar ideas, features, functions or graphics of the Services;
• Copy any ideas, features, functions or graphics of the Services; or
• Cause or launch any program or scripts for the purpose of scraping, indexing, surveying, or otherwise data mining any portion of the Services, or which may make multiple server requests per second, or unduly burden or hinder the operation, performance and/or functionality of the Services.

Support

Users may contact Paydel for any support-related issues arising from the use of the Services by following the instructions on the Services. Representations and Warranties By using the Services, you expressly represent and warrant that you are legally permitted to enter into the Agreement.

The Services are not available to children (persons under the age of 18). By using the Services, you represent and warrant that you are at least 18 years old. By using the Services, you represent and warrant that you have the right, authority and capacity to enter into this agreement and to abide by the Terms. Your access and use of the Services is for your use and may not be resold to third parties.

When using the Services you agree to comply with all applicable laws of the Federal Republic of Uganda. You may only access the Services using authorized means. It is your responsibility to check to ensure you download the correct software for your device. Paydel is not liable if you do not have a compatible handset or if you have downloaded the wrong version of software for your device.

Paydel reserves the right to terminate this Agreement should you be accessing the Services with an incompatible or unauthorized device or Software. You agree that by using or accessing the Services:

• You will not alter, modify, translate, adapt, decompile, disassemble or reverse engineer the Applications or Services, nor any part of it;
• You will not send spam or otherwise duplicative or unsolicited messages in violation of applicable laws;
• You will not use the Services to cause nuisance, annoyance or inconvenience;
• You will not impair the proper operation of the Services;
• You will not copy, or distribute the Services or other content received as a result of access or use of the Services without written permission from Paydel;
• You will only use the Applications and Services for your own personal use and will not resell any portion of the Services to a third party;
• You will keep secure and confidential your account password or any identification we provide you which allows access to the Services;
• You agree to immediately notify Paydel of any unauthorized use, or suspected unauthorized use of your Account or any other breach of security. Paydel is not liable for any loss or damage arising from your failure to comply;
• You will provide Paydel with whatever proof of identity we may reasonably request;
• You will cooperate with Paydel and relevant authorities in all matters relating to the Services; and
• You will always act in compliance with applicable laws.

By using the Services with respect to fulfillment services for your goods, you agree that:

• You will only use the Services for lawful purposes; you will not use the Services for sending or storing any illegal or unlawful material or for fraudulent purposes;
• You are fully authorized to deal with the goods;
• You will not use the Services with respect to fulfillment of any cash, cash equivalents, jewellery, illegal, stolen or smuggled goods, counterfeit goods or undeclared hazardous goods and will indemnify Paydel against any liability arising from the carriage and storage of such goods;
• You will inform Paydel, in writing, if the goods are regulated by specific laws, licenses, guidelines or conditions, and will provide Paydel and the Transporters with specific and proper guidelines on the handling, storage and transportation of such goods, as relevant;
• You will not solicit or entice away the business or services of the Transporters from Paydel or the Services;
• You will only provide true and accurate information when using the Platform;
• You will not send or store infringing, obscene, threatening, libelous or otherwise unlawful or tortious material including material that violates third party rights;
• You will not try to harm the Transporters, their agents or the Services in any way whatsoever;
• You agree that Paydel will not be liable for any in-transit loss, damage, theft, destruction, or delayed delivery of any goods save as provided for under the Insurance clause.

In the event of breach on your part Paydel reserves the right to immediately terminate the Agreement forthwith. Paydel further reserves the right to terminate the Agreement by written notice.

Insurance

In the event that the goods are established to have been lost/ damaged either in transit or in the warehouses or distribution hubs during Paydel’s provision of the Services and Paydel or the Transporter is found liable, an insurance claim may be raised as set out below. Paydel will obtain and keep in force during the Term insurance policies covering warehoused goods.

Paydel shall require Transporters offering transport and logistics services seeking registration on its platforms, obtain and maintain insurance coverage against loss or damage for goods delivered in connection with the Services. Neither Paydel nor the Transporters will be liable for any damage before or after the goods are no longer in possession of Paydel or the Transporters.

You shall immediately inform Paydel of any dispute arising in relation to a delivery no later than 3 days after delivery.

Intellectual Property Ownership

Paydel alone (and its licensors, where applicable) shall own all right, title and interest, including all related intellectual property rights, in and to the Services and any suggestions, ideas, enhancement requests, feedback, recommendations or other information provided by you or any other party relating to the Services.

These Terms do not convey to you any rights of ownership in or related to the Services, or any intellectual property rights owned by Paydel. The Paydel name, Paydel logo, and the product names associated with the Services are trademarks of Paydel or third parties, and no right or license is granted to use them.

Third Party Interactions

The Services may be made available or accessed in connection with third party services and content (including advertising) that Paydel does not control. During use of the Services, you may, without limitation, enter into correspondence with, purchase goods and/or services from, or participate in promotions of third party providers, advertisers or sponsors.

You acknowledge that different terms of use, warranties, representations and privacy policies may apply to your use of such third party services and content and in no event shall Paydel be responsible or liable for any representations, products or services of such third party providers.

You acknowledge that your access and use of the Services in connection with third party services may be subject to terms set forth in the applicable third party’s terms and conditions. You acknowledge that the availability of the products, goods or services of third party providers on the Services is not an endorsement of the same by Paydel.

You hereby further acknowledge that where third party providers of goods and/or services require your agreement to additional or separate terms and conditions prior to your use of or access to such goods or services, Paydel will have no responsibility nor liability arising from such agreements between you and the third party providers.

Any third party interactions, and any terms, conditions, warranties or representations associated with such activity, are solely between you and the applicable third party. Paydel and its licensors shall have no liability, obligation or responsibility for any such correspondence, purchase, transaction or promotion between you and any such third party.

Paydel does not endorse any sites on the Internet that are linked through the Services, and in no event shall Paydel or its licensors be responsible for any content, products, services or other materials on or available from such sites or third party providers.

Paydel may rely on third party advertising and marketing supplied through the Services and other mechanisms to subsidize the Services. By agreeing to these Terms you agree to receive such advertising and marketing.

Paydel may compile and release information regarding you and your use of the Services on an anonymous basis as part of a customer profile or similar report or analysis. You agree that it is your responsibility to take reasonable precautions in all actions and interactions with any third party you interact with through the Services.

Indemnification

You agree that you shall defend, indemnify and hold Paydel, its licensors and each such party's parent organizations, subsidiaries, affiliates, officers, directors, members, employees and agents harmless from and against any and all claims, costs, damages, demands, losses, liabilities and expenses (including legal fees and costs) arising out of or in connection with:

1. your violation or breach of any of these Terms or any applicable law or regulation, whether or not referenced herein;
2. your violation of any rights of any third party, including providers of logistics or transport services arranged via the Services;
3. your use or misuse of the Services or services or goods obtained through your use of the Services;
4. Paydel’s use of your data and user content in accordance with these Terms; or
5. the the goods that are the subject of the Services.

Disclaimer Of Warranties

The services are provided to you strictly on an "as is" basis. All conditions, representations and warranties, whether express, implied, statutory or otherwise, including, without limitation, any implied warranty of merchantability, fitness for a particular purpose, or non‐infringement of third party rights, are hereby disclaimed by paydel to the extent applicable under law. Paydel makes no representation, warranty, or guarantee as to the reliability, timeliness, quality, suitability, availability, accuracy or completeness of the services.

Paydel makes no representations or warranties that

• the use of the services will be secure, timely, uninterrupted or error‐free or operate in combination with any other hardware, software, system or data,
• the services will meet your requirements or expectations,
• any stored data will be accurate or reliable,
• the quality of any products, services, information, or other material purchased or obtained by you through the services will meet your requirements or expectations,
• errors or defects in the services will be corrected, or
• the services or the server(s) that make the services available are free of viruses or other harmful components.

Paydel makes no representation, warranty, or guarantee as to the reliability, safety, timeliness, quality, suitability or availability of any services, products or goods supplied by third parties through the use of the services.

Paydel does not guarantee the suitability, legality, regulatory compliance, quality or ability of a transporter, used through the services. You acknowledge and agree that the entire risk arising out of your use of the services, and any third party services or products remains solely with you.

Limitation Of Liability

Paydel and/or its licensors shall not be liable to anyone for any indirect, punitive, special, exemplary, incidental, consequential or other damages of any type or kind (including personal injury, property damage, loss of data, lost revenue and/or profits, loss of use or other economic advantage) related to, in connection with, or otherwise resulting from any of the services, regardless of the negligence of paydel, even if paydel has been advised of the possibility of such damages.

Paydel and/or its licensors shall not be liable for any loss, damage or injury which may be incurred by you, including but not limited to loss, damage or injury arising out of, or in any way connected with the services, including but not limited to the use or inability to use the services, any reliance placed by you on the completeness, accuracy or existence of any advertising, or as a result of any relationship or transaction between you and any third party provider, advertiser or sponsor whose advertising appears on the website or is referred by the services, even if paydel and/or its licensors have been previously advised of the possibility of such damages.

Paydel shall not be liable for delay or failure in performance resulting from causes beyond paydel’s reasonable control. The services may be used by you to connect with third party providers, but you agree that paydel has no responsibility or liability to you related to any products, goods and/or services provided to you by third party providers other than as expressly set forth in these terms. Paydel will not bear any responsibility nor incur any liability to assess the suitability, legality or ability of any transporters and you expressly waive and release paydel from any and all liability, claims or damages arising from or in any way related to the transporters. Paydel will not be a party to disputes, negotiations of disputes between you and such transporters.

Responsibility for the decisions you make regarding services offered via the services (with all its implications) rests solely with you. You expressly waive and release any and all rights and benefits under the laws of the republic of uganda (or any analogous law of any other state). The quality of the logistics or transport services obtained through the use of the services is entirely the responsibility of transporter who ultimately provides such services to you, and you hereby acknowledge and agree that you use the transporter services entirely at your own risk.

Except as expressly stated herein, paydel will not be liable to you for any claims arising out of any logistics and/or transport services procured through the services. In any case, paydel’s aggregate liability shall in no event exceed the amounts actually paid by and/or due from you in the three (3) month period immediately preceding the event giving rise to such claim of liability.

Internet Delays

The Services may be subject to limitations, delays, and other problems inherent in the use of the internet and electronic communication. Paydel is not responsible for any delays, delivery failures, or any other liability, costs or damage resulting from such problems.

Notice

Paydel may give notice by means of a general notice on the Services, electronic mail to your email address in your account, telephone or text message to any telephone number provided in connection with your account, or by a notification message displayed on your account page. Such notice shall be deemed to have been given upon publication on the Services or upon the expiration of 12 hours after sending (if sent by email or telephone).

It shall be your responsibility to keep your contact information (including email address and telephone number) current and you will be deemed to have received any notice issued based on the contact information in your account, whether or not you actually receive it. You may give notice to Paydel, with such notice deemed given when received by Paydel, at any time through the email address paydelapp@gmail.com

Data Privacy

Paydel’s collection and use of personal information in connection with the Services is described in our Data Privacy Policy located at the terms of which are incorporated into these Terms. Any data, including personal data, shared with Paydel will be used in accordance with this Data Privacy Policy.

You will ensure that any personal information that comes into your possession as a result of these Terms including but not limited to any data or information in regard to Paydel, Paydel’s employees, the Transporters and their employees and third parties and their employees must be collected and processed in accordance with the provisions of the applicable data protection laws in your territory and any other applicable laws.

By accessing or using the Services, you hereby freely, unequivocally and expressly authorize Paydel to receive, record, process, store and transfer your data, including personal data, in accordance with the law and our Data Privacy Policy.

You hereby freely, unequivocally and expressly consent to the transfer of your data, including personal data, to third parties to be used for credit checks and other verification purposes.

Confidentiality

By accessing or using the Services, you hereby agree and undertake not to disclose to any person any confidential information concerning the business, affairs, customers, data, clients or suppliers of Paydel and the Transporters save as is expressly required by law. You also unequivocally agree not to use any information obtained through the Services for any purpose other than to procure fulfillment services through the Services.

Any violation of this provision shall warrant a charge, for each such violation, that shall be determined by Paydel in its sole discretion, bearing in mind:

1. the loss and expense occasioned by such loss; and
2. any deterrence measures Paydel may wish to pursue.

Publication of Information

If you provide Paydel any feedback, suggestions, or other information or ideas regarding the Service (“Feedback”), you hereby assign to Paydel all rights in the Feedback and agree that Paydel has the right to use such Feedback and related information in any manner it deems appropriate.

Paydel will treat any Feedback you provide as non-confidential and non-proprietary. You agree that you will not submit to Paydel any information or ideas that you consider to be confidential or proprietary.

Non-Solicitation

You shall not, except with the prior written consent of Paydel, attempt to solicit or entice away; or solicit or entice away, from the service of Paydel, the services of any Transporter, for any duration of time however brief. This provision shall continue in force for one (1) year subsequent to termination of usage of the Services.

In the event of a violation, you shall be liable to a penalty to be calculated as follows, for each person solicited or enticed away: the total gross revenue to Paydel, for the 12 months immediately preceding the solicitation event, supplied on average by a person of the same class as the Transporter.

Miscellaneous Provisions

Termination

In the event of breach on your part Paydel reserves the right to immediately terminate the Agreement forthwith, and /or close or suspend your Account. Paydel further reserves the right to terminate the Agreement by written notice.

Responsibility

If you authorize, assist, encourage or facilitate another person or entity to take any action related to the subject matter of these Terms with Paydel, you shall be deemed to have taken the action yourself.

Severability

If any portion of these Terms is held by a court of competent jurisdiction to be invalid or unenforceable, the remaining provisions of these Terms will remain in full force and effect, and any invalid or unenforceable portions shall be construed in a manner that most closely reflects the effect and intent of the original language. If such construction is not possible, the provision will be severed from these Terms, and the rest of the Terms shall remain in full force and effect.

Waivers

Any failure by Paydel to enforce any right or provision of these Terms shall in no way be construed to be a present or future waiver of such provision nor in any way affect our right to enforce such provision thereafter. All waivers by us must be acknowledged and agreed in writing. Successors and Assigns. These Terms will be binding upon, and inure to the benefit of Paydel and any contracting parties and their respective successors and assigns.

Assignment

You may not assign these Terms without the prior written approval of Paydel. Paydel may assign these Terms without your consent to (a) a parent, subsidiary or affiliate; (b) an acquirer of Paydel’s equity, business or assets; or (c) a successor by merger. Any purported assignment in violation of this section shall be void.

No Agency

No partnership, contract of employment, agency, joint venture or franchise relationship shall be created between you, Paydel or any Transporters as a result of these Terms or use of the Services. No Third Party Beneficiary. You acknowledge and agree that, except as otherwise expressly provided in these Terms, there shall be no third party beneficiary to any agreement entered into with Paydel.

Governing Law

These terms and conditions shall be governed by and construed in accordance with the laws of Kenya in which Paydel is located.

Headings

Headings are for reference purposes only and in no way define, limit, construe or describe the scope or extent of such section.

Contacts

All notices, complaints, recommendations and suggestions should be channeled via phone: +254 712 352 027 or E‐mail paydel@mail.com

Liability

Delivery Company is not liable for any damage to goods during transit. Delivery Company is also not liable for any indirect or consequential damages arising from the use of its services.

Intellectual Property

Paydel retains all intellectual property rights in the services provided, including all trademarks, trade names, logos, and other proprietary information.

Amendments

Paydel reserves the right to amend these terms and conditions at any time. The most current version of the terms and conditions can be found on the Delivery Company website.

FAQ’s

How is my product packed and delivered?

Every shipped item on Paydel is packed and shipped specifically to ensure the product arrives at your door. If you have additional questions about a specific product, you can contact our customer support team at +254712253027 - our team is happy to help answer any questions you have.

Do I have to be home to approve the package when it's delivered?

With the exception of orders where age verification is required, you don’t have to be home to approve a package when it arrives. Kindly only share the OTP to the person who will be receiving your goods on your behalf.

My friend wasn't home and missed their delivery

It is the sole responsibility of the customer to notify a gift recipient of a pending delivery. If the recipient is not available to receive the delivery and Paydel determines the delivery location is not ‘safe,’ Paydel is not responsible for a damaged product and/or additional shipping fees.

Where is my order?

You can check the status of your order by following the steps outlined below.

1. Go to your Paydel account
2. Click on the specific package
3. You will find your tracking link there

Please Note:

If you haven’t received your ‘Order Shipped’ email, your order may not have shipped out just yet. If your order has shipped and is scheduled to deliver today, please know our carriers will deliver packages anytime between 8am-8pm. The time of delivery is all subject to the local carrier. To request additional information about your order, please call our Customer Support line at +25412253027

How do I cancel my order?

Please call our Customer Support line at +254712253027 in order to cancel your order. If you placed an order for ASAP delivery: Cancellation requests must be received within 30 mins after placing the order.

If you placed an order for normal delivery: Cancellation requests must be received within a 2 hours before the order’s delivery time. In some cases changes or cancellations will not be possible due to reasons out of our control.

How do I change my address?

If you need to update an address, please contact our Customer Support team at 254712253027 within one hour after placing your order. We kindly ask customers to give Paydel and our partner shops time to act upon your request. For this reason we cannot guarantee address changes after this timeframe.

Paydel is not responsible for refunds or replacements of orders with incomplete, invalid, or incorrect addresses. The customer is responsible for checking their confirmation email at the time of placing their order. Additionally, we are not responsible for packages sent to recipients who are not available to accept packages on the delivery date. We are not able to reship packages that are returned to us by the carrier. Please take this into consideration when selecting your shipping address for an order.

What are Paydel’s Customer Support hours of operation?

We can be reached at 254712253027, 7 days a week from 8am- 5pm.

If your inquiry is about an existing order, please share your order date, name, and merchant for faster service.

I have tried to contact Paydel and received no response

We sincerely apologize if there are any delays in responding to your inquiry. We strive to put the customer first and resolve any issues as quickly as possible to keep our customers satisfied. During high volume periods (holidays, special events, etc.), our team may take a bit longer to respond due to the number of questions we receive. We will be sure to respond to all customer inquiries as quickly as we can.

My item(s) arrived damaged. What do I do?

We are very sorry to hear this! Please contact our Customer Support team at +254712253027 within 3 days of delivery with your order details and description of the damage. We understand that occasionally, items will get damaged, and we will work to remedy the solution with you.

How do I report missing item(s) ? My order is missing something or contains the wrong item(s)

We are very sorry to hear this! Please contact our Customer Support team by calling +254 712 253 027 within an hour of delivery. Our merchants are trying their very best to pack your order perfectly. However, sometimes mistakes are made. We will be sure to work with you and our merchant partners to resolve your issue as quickly as possible.

How do I report poor product quality?

We are dedicated to making sure that your order is packaged properly and shipped at the appropriate speed so it arrives at your doorstep in good condition and safe to consume. While we regularly adjust shipments to mitigate the risk of spoilage, occasionally packages are affected by conditions beyond our control, such as extreme seasonal temperatures.

How do I report that I received the wrong order?

We are very sorry to hear this! Please contact our Customer Support team at +254 712 253 027 within an hour of delivery. We understand that sometimes items get incorrectly shipped and we will work to resolve the situation quickly.

More Information about COVID-19 Related Delays

Some of our merchants have reported slight delays in orders they are currently fulfilling, due to the supply chain disruptions during the COVID-19 pandemic. Our merchants are continuing to operate following the safest standards to ship their products nationwide, but some supplies & packaging have longer lead times than usual which may cause a shipment delay for your order. In addition, our shipping partners are experiencing higher than normal volumes which may cause the shipment of your order to take longer than expected.

We greatly appreciate your patience and understanding during these unprecedented times.

Return Policy

At Paydel, we strive to provide our customers with high-quality delivery services. This Return Policy outlines the conditions under which items may be returned for a refund or exchange.

Eligible items

Items may be eligible for return if they meet the following conditions:

• The item was damaged during delivery
• The item is incorrect or does not match the description provided by the seller
• The item was defective or not in working condition at the time of delivery

Return process

To initiate a return, please contact the seller directly to request a return. If the seller agrees to the return, they will provide instructions on how to return the item. The item must be returned in its original condition, with all original packaging and accessories. The seller is responsible for the cost of return shipping unless the item was damaged during delivery.

Refunds

If the item is eligible for a refund, the refund will be processed in accordance with the seller's refund policy. Refunds will be credited to the original payment method used to purchase the item.

Exchanges

If you would like to exchange an item, please contact the seller directly to request an exchange. The seller will provide instructions on how to exchange the item.

Cancellations and Refunds

Customers may cancel an order before the item has been picked from the seller. Refunds for cancelled orders will be processed within a reasonable time frame.

Delivery Company Responsibility

Paydel is responsible for delivering the item in accordance with the delivery instructions provided by the seller. We are not responsible for the quality or condition of the item itself. If an item is damaged during delivery, please contact us at paydelapp@gmail.com to initiate a claim.

Contact Us

If you have any questions or concerns about this Return Policy, please contact us at paydelapp@gmail.com

Account

In order to use the Services, you must register an account with Paydel and provide certain information as prompted by the applicable registration form.

You represent and warrant that:

• all required registration information you submit is truthful and accurate; and
• you will maintain the accuracy of such information.

You may delete your Account at any time by following the instructions on the Services. You are responsible for maintaining the confidentiality of your Account login credentials and agree to immediately notify Paydel of any unauthorized use, or suspected unauthorized use of your Account or any other breach of security.

You may not authorize others to use your user status, and you may not assign or otherwise transfer your user account to any other person or entity. Paydel is not liable for any loss or damage arising from your failure to comply with the above requirements.

The Services

Paydel provides delivery and payment services for customers. The customer is responsible for ensuring that the goods to be delivered are suitable for delivery and that all necessary information and instructions are provided to the rider.

The Services provided by Paydel enable you to arrange and schedule for the collection, storage, packaging and preparation of goods for delivery to your consignees In consideration of you paying the fees communicated by Paydel from time to time and in the manner set out in these Terms, Paydel will provide the Services in accordance with this Agreement.

1. The Services will be provided on demand and you will be required to place an order through your Paydel Account by inputting accurate information requested by Paydel to enable Paydel offer the Services to you.

   This may include but is not limited to:

   • Pickup address for the goods: The physical address for collection of the goods including any Paydel distribution hubs. Please note that you may also personally drop off goods at any Paydel warehouse or distribution hub as may be communicated by Paydel to you or request Paydel to collect the goods from your premises subject to such terms as Paydel may communicate to you.
   • Destination: The physical address for delivery of the goods to the consignee once available.
   • Contact details of the consignee once available including their telephone number or any other details requested by Paydel.
   • An accurate description of the goods that will be the subject of the Services.
   • The exact image of the good /goods to be transported
2. A carrier will be assigned to pick up and deliver the goods to a Paydel designated warehouse or goods holding area. You will be able to manage and track your order through your Paydel Account. A Transporter may, for any reason, request a physical verification of the goods to ensure that they conform with the Terms before pick up. If the inspection reveals any unauthorised or damaged goods or goods not matching the description provided by you, the Transporter shall decline receipt and shall notify Paydel.

3. Paydel will offer storage of the goods under the Services at its designated warehouses in the following scenarios:

   • If a delivery attempt was made and it was not successful. If a Transporter is unable to complete a delivery due to consignee availability or postponement the goods will be returned to the warehouse and the status of the order updated.
   • If the goods were picked up past 4pm on the day the order was processed.
   • If for any other reasons beyond our control
   • Paydel reserves the right to charge a storage fee for goods that remain in Paydel’s custody beyond the minimum period notified to you through the Services.

4. Paydel will ensure the goods delivered to your consignees are sealed. Once the goods are accepted the order will be marked as complete on your Account and the fulfillment transaction will be considered closed. You acknowledge that we will not accept returns from the consignees as our contractual relationship for the Services is with you and not the consignee.

   In the event the consignee wishes to return the goods delivered, then after the fulfillment transaction is closed, you may approve any such return and may instruct Paydel to assist in the delivery of such return to you under a separate transaction.

5. In the event that you require any return of any warehoused goods through the Services, you may place a request through your contacts and Paydel will communicate when the goods will be delivered to the specified location and upon such delivery, the order will be marked as complete on your Account. Paydel reserves the right to charge a fee for any returns you request.

Paydel may, at its sole discretion, make promotional offers with different features and different rates to any of its customers or groups of our customers. These may result in different amounts charged for the same or similar services or goods obtained through the use of the Services. You agree that these promotional offers, unless made to you, shall have no bearing whatsoever on your contract, your use of the Services or the Charges applicable to you.

Paydel Dispute Resolution Policy as a Third-Party Delivery Company

This Dispute Resolution Policy outlines the procedure for resolving disputes that may arise between customers and the Paydel (the “Company”). The policy is designed to provide a fair and prompt resolution to disputes and to ensure the satisfaction of all parties involved. Scope: This policy applies to all customers who use the Company's services and to all disputes arising from the delivery of goods and services by the Company.

Procedure:

1. Communication: Customers are encouraged to communicate any concerns or disputes directly with the Company, by contacting the customer service team via email or phone.
2. Investigation: Upon receipt of a dispute, the Company will investigate the matter and will provide a response within a reasonable time frame.
3. Mediation: If the dispute cannot be resolved through communication, the parties may agree to participate in mediation. Mediation is a confidential and informal process where a neutral third-party mediator will assist the parties in resolving the dispute.
4. Arbitration: If mediation is unsuccessful, the parties may agree to participate in arbitration. Arbitration is a binding process where an arbitrator will make a final and binding decision on the dispute.
5. Legal Action: If the dispute cannot be resolved through mediation or arbitration, the parties may seek resolution through the legal system. Conclusion: Paydel is committed to providing a fair and prompt resolution to disputes and to ensuring the satisfaction of all parties involved. The Dispute Resolution Policy provides a clear and concise process for resolving disputes and ensures that all parties have access to a fair and impartial resolution.

License Grant & Restrictions

Subject to your compliance with these Terms, Paydel hereby grants you a non‐exclusive, non‐transferable, revocable right to (a) access and use its Fulfillment applications and related services (the “Applications”) solely in connection with your use of the Services; and (b) access and use of any content, information and related materials that may be made available through the Services solely for your personal, non-commercial use. All rights not expressly granted to you are reserved by Paydel and its licensors.

You hereby agree NOT to:

• License, sublicense, sell, resell, transfer, assign, distribute or otherwise commercially exploit or make available to any third party the Services;
• Remove any copyright, trademark or other proprietary notices from any portion of the Services and/or Applications;
• Reproduce, modify, prepare derivative works based upon, distribute, license, lease, sell, resell, transfer, publicly display, publicly perform, transmit, stream, broadcast or otherwise exploit the Services except as expressly permitted by Paydel;
• Attempt to gain unauthorized access to or impair any aspect of the Services or its related systems or networks;
• Send or store material containing viruses, worms, trojan horses or other harmful computer code, files, scripts, agents or programs;
• Interfere with or disrupt the integrity or performance of the Services or the information or data contained therein; or
• Interfere with or disrupt the integrity or performance of the Services or the information or data contained therein; or
• Create internet ‘links’ to, or ‘frame’ or ‘mirror’ the Services, or any portion of the Services;
• Decompile, reverse engineer or disassemble the Services except as may be permitted under applicable law;
• Build a product or service using similar ideas, features, functions or graphics of the Services;
• Copy any ideas, features, functions or graphics of the Services; or
• Cause or launch any program or scripts for the purpose of scraping, indexing, surveying, or otherwise data mining any portion of the Services, or which may make multiple server requests per second, or unduly burden or hinder the operation, performance and/or functionality of the Services.

Support

Users may contact Paydel for any support-related issues arising from the use of the Services by following the instructions on the Services. Representations and Warranties By using the Services, you expressly represent and warrant that you are legally permitted to enter into the Agreement.

The Services are not available to children (persons under the age of 18). By using the Services, you represent and warrant that you are at least 18 years old. By using the Services, you represent and warrant that you have the right, authority and capacity to enter into this agreement and to abide by the Terms. Your access and use of the Services is for your use and may not be resold to third parties.

When using the Services you agree to comply with all applicable laws of the Federal Republic of Uganda. You may only access the Services using authorized means. It is your responsibility to check to ensure you download the correct software for your device. Paydel is not liable if you do not have a compatible handset or if you have downloaded the wrong version of software for your device.

Paydel reserves the right to terminate this Agreement should you be accessing the Services with an incompatible or unauthorized device or Software. You agree that by using or accessing the Services:

• You will not alter, modify, translate, adapt, decompile, disassemble or reverse engineer the Applications or Services, nor any part of it;
• You will not send spam or otherwise duplicative or unsolicited messages in violation of applicable laws;
• You will not use the Services to cause nuisance, annoyance or inconvenience;
• You will not impair the proper operation of the Services;
• You will not copy, or distribute the Services or other content received as a result of access or use of the Services without written permission from Paydel;
• You will only use the Applications and Services for your own personal use and will not resell any portion of the Services to a third party;
• You will keep secure and confidential your account password or any identification we provide you which allows access to the Services;
• You agree to immediately notify Paydel of any unauthorized use, or suspected unauthorized use of your Account or any other breach of security. Paydel is not liable for any loss or damage arising from your failure to comply;
• You will provide Paydel with whatever proof of identity we may reasonably request;
• You will cooperate with Paydel and relevant authorities in all matters relating to the Services; and
• You will always act in compliance with applicable laws.

By using the Services with respect to fulfillment services for your goods, you agree that:

• You will only use the Services for lawful purposes; you will not use the Services for sending or storing any illegal or unlawful material or for fraudulent purposes;
• You are fully authorized to deal with the goods;
• You will not use the Services with respect to fulfillment of any cash, cash equivalents, jewellery, illegal, stolen or smuggled goods, counterfeit goods or undeclared hazardous goods and will indemnify Paydel against any liability arising from the carriage and storage of such goods;
• You will inform Paydel, in writing, if the goods are regulated by specific laws, licenses, guidelines or conditions, and will provide Paydel and the Transporters with specific and proper guidelines on the handling, storage and transportation of such goods, as relevant;
• You will not solicit or entice away the business or services of the Transporters from Paydel or the Services;
• You will only provide true and accurate information when using the Platform;
• You will not send or store infringing, obscene, threatening, libelous or otherwise unlawful or tortious material including material that violates third party rights;
• You will not try to harm the Transporters, their agents or the Services in any way whatsoever;
• You agree that Paydel will not be liable for any in-transit loss, damage, theft, destruction, or delayed delivery of any goods save as provided for under the Insurance clause.

In the event of breach on your part Paydel reserves the right to immediately terminate the Agreement forthwith. Paydel further reserves the right to terminate the Agreement by written notice.

Insurance

In the event that the goods are established to have been lost/ damaged either in transit or in the warehouses or distribution hubs during Paydel’s provision of the Services and Paydel or the Transporter is found liable, an insurance claim may be raised as set out below. Paydel will obtain and keep in force during the Term insurance policies covering warehoused goods.

Paydel shall require Transporters offering transport and logistics services seeking registration on its platforms, obtain and maintain insurance coverage against loss or damage for goods delivered in connection with the Services. Neither Paydel nor the Transporters will be liable for any damage before or after the goods are no longer in possession of Paydel or the Transporters.

You shall immediately inform Paydel of any dispute arising in relation to a delivery no later than 3 days after delivery.

Intellectual Property Ownership

Paydel alone (and its licensors, where applicable) shall own all right, title and interest, including all related intellectual property rights, in and to the Services and any suggestions, ideas, enhancement requests, feedback, recommendations or other information provided by you or any other party relating to the Services.

These Terms do not convey to you any rights of ownership in or related to the Services, or any intellectual property rights owned by Paydel. The Paydel name, Paydel logo, and the product names associated with the Services are trademarks of Paydel or third parties, and no right or license is granted to use them.

Third Party Interactions

The Services may be made available or accessed in connection with third party services and content (including advertising) that Paydel does not control. During use of the Services, you may, without limitation, enter into correspondence with, purchase goods and/or services from, or participate in promotions of third party providers, advertisers or sponsors.

You acknowledge that different terms of use, warranties, representations and privacy policies may apply to your use of such third party services and content and in no event shall Paydel be responsible or liable for any representations, products or services of such third party providers.

You acknowledge that your access and use of the Services in connection with third party services may be subject to terms set forth in the applicable third party’s terms and conditions. You acknowledge that the availability of the products, goods or services of third party providers on the Services is not an endorsement of the same by Paydel.

You hereby further acknowledge that where third party providers of goods and/or services require your agreement to additional or separate terms and conditions prior to your use of or access to such goods or services, Paydel will have no responsibility nor liability arising from such agreements between you and the third party providers.

Any third party interactions, and any terms, conditions, warranties or representations associated with such activity, are solely between you and the applicable third party. Paydel and its licensors shall have no liability, obligation or responsibility for any such correspondence, purchase, transaction or promotion between you and any such third party.

Paydel does not endorse any sites on the Internet that are linked through the Services, and in no event shall Paydel or its licensors be responsible for any content, products, services or other materials on or available from such sites or third party providers.

Paydel may rely on third party advertising and marketing supplied through the Services and other mechanisms to subsidize the Services. By agreeing to these Terms you agree to receive such advertising and marketing.

Paydel may compile and release information regarding you and your use of the Services on an anonymous basis as part of a customer profile or similar report or analysis. You agree that it is your responsibility to take reasonable precautions in all actions and interactions with any third party you interact with through the Services.

Indemnification

You agree that you shall defend, indemnify and hold Paydel, its licensors and each such party's parent organizations, subsidiaries, affiliates, officers, directors, members, employees and agents harmless from and against any and all claims, costs, damages, demands, losses, liabilities and expenses (including legal fees and costs) arising out of or in connection with:

1. your violation or breach of any of these Terms or any applicable law or regulation, whether or not referenced herein;
2. your violation of any rights of any third party, including providers of logistics or transport services arranged via the Services;
3. your use or misuse of the Services or services or goods obtained through your use of the Services;
4. Paydel’s use of your data and user content in accordance with these Terms; or
5. the the goods that are the subject of the Services.

Disclaimer Of Warranties

The services are provided to you strictly on an "as is" basis. All conditions, representations and warranties, whether express, implied, statutory or otherwise, including, without limitation, any implied warranty of merchantability, fitness for a particular purpose, or non‐infringement of third party rights, are hereby disclaimed by paydel to the extent applicable under law. Paydel makes no representation, warranty, or guarantee as to the reliability, timeliness, quality, suitability, availability, accuracy or completeness of the services.

Paydel makes no representations or warranties that

• the use of the services will be secure, timely, uninterrupted or error‐free or operate in combination with any other hardware, software, system or data,
• the services will meet your requirements or expectations,
• any stored data will be accurate or reliable,
• the quality of any products, services, information, or other material purchased or obtained by you through the services will meet your requirements or expectations,
• errors or defects in the services will be corrected, or
• the services or the server(s) that make the services available are free of viruses or other harmful components.

Paydel makes no representation, warranty, or guarantee as to the reliability, safety, timeliness, quality, suitability or availability of any services, products or goods supplied by third parties through the use of the services.

Paydel does not guarantee the suitability, legality, regulatory compliance, quality or ability of a transporter, used through the services. You acknowledge and agree that the entire risk arising out of your use of the services, and any third party services or products remains solely with you.

Limitation Of Liability

Paydel and/or its licensors shall not be liable to anyone for any indirect, punitive, special, exemplary, incidental, consequential or other damages of any type or kind (including personal injury, property damage, loss of data, lost revenue and/or profits, loss of use or other economic advantage) related to, in connection with, or otherwise resulting from any of the services, regardless of the negligence of paydel, even if paydel has been advised of the possibility of such damages.

Paydel and/or its licensors shall not be liable for any loss, damage or injury which may be incurred by you, including but not limited to loss, damage or injury arising out of, or in any way connected with the services, including but not limited to the use or inability to use the services, any reliance placed by you on the completeness, accuracy or existence of any advertising, or as a result of any relationship or transaction between you and any third party provider, advertiser or sponsor whose advertising appears on the website or is referred by the services, even if paydel and/or its licensors have been previously advised of the possibility of such damages.

Paydel shall not be liable for delay or failure in performance resulting from causes beyond paydel’s reasonable control. The services may be used by you to connect with third party providers, but you agree that paydel has no responsibility or liability to you related to any products, goods and/or services provided to you by third party providers other than as expressly set forth in these terms. Paydel will not bear any responsibility nor incur any liability to assess the suitability, legality or ability of any transporters and you expressly waive and release paydel from any and all liability, claims or damages arising from or in any way related to the transporters. Paydel will not be a party to disputes, negotiations of disputes between you and such transporters.

Responsibility for the decisions you make regarding services offered via the services (with all its implications) rests solely with you. You expressly waive and release any and all rights and benefits under the laws of the republic of uganda (or any analogous law of any other state). The quality of the logistics or transport services obtained through the use of the services is entirely the responsibility of transporter who ultimately provides such services to you, and you hereby acknowledge and agree that you use the transporter services entirely at your own risk.

Except as expressly stated herein, paydel will not be liable to you for any claims arising out of any logistics and/or transport services procured through the services. In any case, paydel’s aggregate liability shall in no event exceed the amounts actually paid by and/or due from you in the three (3) month period immediately preceding the event giving rise to such claim of liability.

Internet Delays

The Services may be subject to limitations, delays, and other problems inherent in the use of the internet and electronic communication. Paydel is not responsible for any delays, delivery failures, or any other liability, costs or damage resulting from such problems.

Notice

Paydel may give notice by means of a general notice on the Services, electronic mail to your email address in your account, telephone or text message to any telephone number provided in connection with your account, or by a notification message displayed on your account page. Such notice shall be deemed to have been given upon publication on the Services or upon the expiration of 12 hours after sending (if sent by email or telephone).

It shall be your responsibility to keep your contact information (including email address and telephone number) current and you will be deemed to have received any notice issued based on the contact information in your account, whether or not you actually receive it. You may give notice to Paydel, with such notice deemed given when received by Paydel, at any time through the email address paydelapp@gmail.com

Data Privacy

Paydel’s collection and use of personal information in connection with the Services is described in our Data Privacy Policy located at the terms of which are incorporated into these Terms. Any data, including personal data, shared with Paydel will be used in accordance with this Data Privacy Policy.

You will ensure that any personal information that comes into your possession as a result of these Terms including but not limited to any data or information in regard to Paydel, Paydel’s employees, the Transporters and their employees and third parties and their employees must be collected and processed in accordance with the provisions of the applicable data protection laws in your territory and any other applicable laws.

By accessing or using the Services, you hereby freely, unequivocally and expressly authorize Paydel to receive, record, process, store and transfer your data, including personal data, in accordance with the law and our Data Privacy Policy.

You hereby freely, unequivocally and expressly consent to the transfer of your data, including personal data, to third parties to be used for credit checks and other verification purposes.

Confidentiality

By accessing or using the Services, you hereby agree and undertake not to disclose to any person any confidential information concerning the business, affairs, customers, data, clients or suppliers of Paydel and the Transporters save as is expressly required by law. You also unequivocally agree not to use any information obtained through the Services for any purpose other than to procure fulfillment services through the Services.

Any violation of this provision shall warrant a charge, for each such violation, that shall be determined by Paydel in its sole discretion, bearing in mind:

1. the loss and expense occasioned by such loss; and
2. any deterrence measures Paydel may wish to pursue.

Publication of Information

If you provide Paydel any feedback, suggestions, or other information or ideas regarding the Service (“Feedback”), you hereby assign to Paydel all rights in the Feedback and agree that Paydel has the right to use such Feedback and related information in any manner it deems appropriate.

Paydel will treat any Feedback you provide as non-confidential and non-proprietary. You agree that you will not submit to Paydel any information or ideas that you consider to be confidential or proprietary.

Non-Solicitation

You shall not, except with the prior written consent of Paydel, attempt to solicit or entice away; or solicit or entice away, from the service of Paydel, the services of any Transporter, for any duration of time however brief. This provision shall continue in force for one (1) year subsequent to termination of usage of the Services.

In the event of a violation, you shall be liable to a penalty to be calculated as follows, for each person solicited or enticed away: the total gross revenue to Paydel, for the 12 months immediately preceding the solicitation event, supplied on average by a person of the same class as the Transporter.

Miscellaneous Provisions

Termination

In the event of breach on your part Paydel reserves the right to immediately terminate the Agreement forthwith, and /or close or suspend your Account. Paydel further reserves the right to terminate the Agreement by written notice.

Responsibility

If you authorize, assist, encourage or facilitate another person or entity to take any action related to the subject matter of these Terms with Paydel, you shall be deemed to have taken the action yourself.

Severability

If any portion of these Terms is held by a court of competent jurisdiction to be invalid or unenforceable, the remaining provisions of these Terms will remain in full force and effect, and any invalid or unenforceable portions shall be construed in a manner that most closely reflects the effect and intent of the original language. If such construction is not possible, the provision will be severed from these Terms, and the rest of the Terms shall remain in full force and effect.

Waivers

Any failure by Paydel to enforce any right or provision of these Terms shall in no way be construed to be a present or future waiver of such provision nor in any way affect our right to enforce such provision thereafter. All waivers by us must be acknowledged and agreed in writing. Successors and Assigns. These Terms will be binding upon, and inure to the benefit of Paydel and any contracting parties and their respective successors and assigns.

Assignment

You may not assign these Terms without the prior written approval of Paydel. Paydel may assign these Terms without your consent to (a) a parent, subsidiary or affiliate; (b) an acquirer of Paydel’s equity, business or assets; or (c) a successor by merger. Any purported assignment in violation of this section shall be void.

No Agency

No partnership, contract of employment, agency, joint venture or franchise relationship shall be created between you, Paydel or any Transporters as a result of these Terms or use of the Services. No Third Party Beneficiary. You acknowledge and agree that, except as otherwise expressly provided in these Terms, there shall be no third party beneficiary to any agreement entered into with Paydel.

Governing Law

These terms and conditions shall be governed by and construed in accordance with the laws of Kenya in which Paydel is located.

Headings

Headings are for reference purposes only and in no way define, limit, construe or describe the scope or extent of such section.

Contacts

All notices, complaints, recommendations and suggestions should be channeled via phone: +254 712 352 027 or E‐mail paydel@mail.com

Liability

Delivery Company is not liable for any damage to goods during transit. Delivery Company is also not liable for any indirect or consequential damages arising from the use of its services.

Intellectual Property

Paydel retains all intellectual property rights in the services provided, including all trademarks, trade names, logos, and other proprietary information.

Amendments

Paydel reserves the right to amend these terms and conditions at any time. The most current version of the terms and conditions can be found on the Delivery Company website.

FAQ’s

How is my product packed and delivered?

Every shipped item on Paydel is packed and shipped specifically to ensure the product arrives at your door. If you have additional questions about a specific product, you can contact our customer support team at +254712253027 - our team is happy to help answer any questions you have.

Do I have to be home to approve the package when it's delivered?

With the exception of orders where age verification is required, you don’t have to be home to approve a package when it arrives. Kindly only share the OTP to the person who will be receiving your goods on your behalf.

My friend wasn't home and missed their delivery

It is the sole responsibility of the customer to notify a gift recipient of a pending delivery. If the recipient is not available to receive the delivery and Paydel determines the delivery location is not ‘safe,’ Paydel is not responsible for a damaged product and/or additional shipping fees.

Where is my order?

You can check the status of your order by following the steps outlined below.

1. Go to your Paydel account
2. Click on the specific package
3. You will find your tracking link there

Please Note:

If you haven’t received your ‘Order Shipped’ email, your order may not have shipped out just yet. If your order has shipped and is scheduled to deliver today, please know our carriers will deliver packages anytime between 8am-8pm. The time of delivery is all subject to the local carrier. To request additional information about your order, please call our Customer Support line at +25412253027

How do I cancel my order?

Please call our Customer Support line at +254712253027 in order to cancel your order. If you placed an order for ASAP delivery: Cancellation requests must be received within 30 mins after placing the order.

If you placed an order for normal delivery: Cancellation requests must be received within a 2 hours before the order’s delivery time. In some cases changes or cancellations will not be possible due to reasons out of our control.

How do I change my address?

If you need to update an address, please contact our Customer Support team at 254712253027 within one hour after placing your order. We kindly ask customers to give Paydel and our partner shops time to act upon your request. For this reason we cannot guarantee address changes after this timeframe.

Paydel is not responsible for refunds or replacements of orders with incomplete, invalid, or incorrect addresses. The customer is responsible for checking their confirmation email at the time of placing their order. Additionally, we are not responsible for packages sent to recipients who are not available to accept packages on the delivery date. We are not able to reship packages that are returned to us by the carrier. Please take this into consideration when selecting your shipping address for an order.

What are Paydel’s Customer Support hours of operation?

We can be reached at 254712253027, 7 days a week from 8am- 5pm.

If your inquiry is about an existing order, please share your order date, name, and merchant for faster service.

I have tried to contact Paydel and received no response

We sincerely apologize if there are any delays in responding to your inquiry. We strive to put the customer first and resolve any issues as quickly as possible to keep our customers satisfied. During high volume periods (holidays, special events, etc.), our team may take a bit longer to respond due to the number of questions we receive. We will be sure to respond to all customer inquiries as quickly as we can.

My item(s) arrived damaged. What do I do?

We are very sorry to hear this! Please contact our Customer Support team at +254712253027 within 3 days of delivery with your order details and description of the damage. We understand that occasionally, items will get damaged, and we will work to remedy the solution with you.

How do I report missing item(s) ? My order is missing something or contains the wrong item(s)

We are very sorry to hear this! Please contact our Customer Support team by calling +254 712 253 027 within an hour of delivery. Our merchants are trying their very best to pack your order perfectly. However, sometimes mistakes are made. We will be sure to work with you and our merchant partners to resolve your issue as quickly as possible.

How do I report poor product quality?

We are dedicated to making sure that your order is packaged properly and shipped at the appropriate speed so it arrives at your doorstep in good condition and safe to consume. While we regularly adjust shipments to mitigate the risk of spoilage, occasionally packages are affected by conditions beyond our control, such as extreme seasonal temperatures.

How do I report that I received the wrong order?

We are very sorry to hear this! Please contact our Customer Support team at +254 712 253 027 within an hour of delivery. We understand that sometimes items get incorrectly shipped and we will work to resolve the situation quickly.

More Information about COVID-19 Related Delays

Some of our merchants have reported slight delays in orders they are currently fulfilling, due to the supply chain disruptions during the COVID-19 pandemic. Our merchants are continuing to operate following the safest standards to ship their products nationwide, but some supplies & packaging have longer lead times than usual which may cause a shipment delay for your order. In addition, our shipping partners are experiencing higher than normal volumes which may cause the shipment of your order to take longer than expected.

We greatly appreciate your patience and understanding during these unprecedented times.

Account

In order to use the Services, you must register an account with Paydel and provide certain information as prompted by the applicable registration form.

You represent and warrant that:

• all required registration information you submit is truthful and accurate; and
• you will maintain the accuracy of such information.

You may delete your Account at any time by following the instructions on the Services. You are responsible for maintaining the confidentiality of your Account login credentials and agree to immediately notify Paydel of any unauthorized use, or suspected unauthorized use of your Account or any other breach of security.

You may not authorize others to use your user status, and you may not assign or otherwise transfer your user account to any other person or entity. Paydel is not liable for any loss or damage arising from your failure to comply with the above requirements.

The Services

Paydel provides delivery and payment services for customers. The customer is responsible for ensuring that the goods to be delivered are suitable for delivery and that all necessary information and instructions are provided to the rider.

The Services provided by Paydel enable you to arrange and schedule for the collection, storage, packaging and preparation of goods for delivery to your consignees In consideration of you paying the fees communicated by Paydel from time to time and in the manner set out in these Terms, Paydel will provide the Services in accordance with this Agreement.

1. The Services will be provided on demand and you will be required to place an order through your Paydel Account by inputting accurate information requested by Paydel to enable Paydel offer the Services to you.

   This may include but is not limited to:

   • Pickup address for the goods: The physical address for collection of the goods including any Paydel distribution hubs. Please note that you may also personally drop off goods at any Paydel warehouse or distribution hub as may be communicated by Paydel to you or request Paydel to collect the goods from your premises subject to such terms as Paydel may communicate to you.
   • Destination: The physical address for delivery of the goods to the consignee once available.
   • Contact details of the consignee once available including their telephone number or any other details requested by Paydel.
   • An accurate description of the goods that will be the subject of the Services.
   • The exact image of the good /goods to be transported
2. A carrier will be assigned to pick up and deliver the goods to a Paydel designated warehouse or goods holding area. You will be able to manage and track your order through your Paydel Account. A Transporter may, for any reason, request a physical verification of the goods to ensure that they conform with the Terms before pick up. If the inspection reveals any unauthorised or damaged goods or goods not matching the description provided by you, the Transporter shall decline receipt and shall notify Paydel.

3. Paydel will offer storage of the goods under the Services at its designated warehouses in the following scenarios:

   • If a delivery attempt was made and it was not successful. If a Transporter is unable to complete a delivery due to consignee availability or postponement the goods will be returned to the warehouse and the status of the order updated.
   • If the goods were picked up past 4pm on the day the order was processed.
   • If for any other reasons beyond our control
   • Paydel reserves the right to charge a storage fee for goods that remain in Paydel’s custody beyond the minimum period notified to you through the Services.

4. Paydel will ensure the goods delivered to your consignees are sealed. Once the goods are accepted the order will be marked as complete on your Account and the fulfillment transaction will be considered closed. You acknowledge that we will not accept returns from the consignees as our contractual relationship for the Services is with you and not the consignee.

   In the event the consignee wishes to return the goods delivered, then after the fulfillment transaction is closed, you may approve any such return and may instruct Paydel to assist in the delivery of such return to you under a separate transaction.

5. In the event that you require any return of any warehoused goods through the Services, you may place a request through your contacts and Paydel will communicate when the goods will be delivered to the specified location and upon such delivery, the order will be marked as complete on your Account. Paydel reserves the right to charge a fee for any returns you request.

Paydel may, at its sole discretion, make promotional offers with different features and different rates to any of its customers or groups of our customers. These may result in different amounts charged for the same or similar services or goods obtained through the use of the Services. You agree that these promotional offers, unless made to you, shall have no bearing whatsoever on your contract, your use of the Services or the Charges applicable to you.

Paydel Dispute Resolution Policy as a Third-Party Delivery Company

This Dispute Resolution Policy outlines the procedure for resolving disputes that may arise between customers and the Paydel (the “Company”). The policy is designed to provide a fair and prompt resolution to disputes and to ensure the satisfaction of all parties involved. Scope: This policy applies to all customers who use the Company's services and to all disputes arising from the delivery of goods and services by the Company.

Procedure:

1. Communication: Customers are encouraged to communicate any concerns or disputes directly with the Company, by contacting the customer service team via email or phone.
2. Investigation: Upon receipt of a dispute, the Company will investigate the matter and will provide a response within a reasonable time frame.
3. Mediation: If the dispute cannot be resolved through communication, the parties may agree to participate in mediation. Mediation is a confidential and informal process where a neutral third-party mediator will assist the parties in resolving the dispute.
4. Arbitration: If mediation is unsuccessful, the parties may agree to participate in arbitration. Arbitration is a binding process where an arbitrator will make a final and binding decision on the dispute.
5. Legal Action: If the dispute cannot be resolved through mediation or arbitration, the parties may seek resolution through the legal system. Conclusion: Paydel is committed to providing a fair and prompt resolution to disputes and to ensuring the satisfaction of all parties involved. The Dispute Resolution Policy provides a clear and concise process for resolving disputes and ensures that all parties have access to a fair and impartial resolution.

License Grant & Restrictions

Subject to your compliance with these Terms, Paydel hereby grants you a non‐exclusive, non‐transferable, revocable right to (a) access and use its Fulfillment applications and related services (the “Applications”) solely in connection with your use of the Services; and (b) access and use of any content, information and related materials that may be made available through the Services solely for your personal, non-commercial use. All rights not expressly granted to you are reserved by Paydel and its licensors.

You hereby agree NOT to:

• License, sublicense, sell, resell, transfer, assign, distribute or otherwise commercially exploit or make available to any third party the Services;
• Remove any copyright, trademark or other proprietary notices from any portion of the Services and/or Applications;
• Reproduce, modify, prepare derivative works based upon, distribute, license, lease, sell, resell, transfer, publicly display, publicly perform, transmit, stream, broadcast or otherwise exploit the Services except as expressly permitted by Paydel;
• Attempt to gain unauthorized access to or impair any aspect of the Services or its related systems or networks;
• Send or store material containing viruses, worms, trojan horses or other harmful computer code, files, scripts, agents or programs;
• Interfere with or disrupt the integrity or performance of the Services or the information or data contained therein; or
• Interfere with or disrupt the integrity or performance of the Services or the information or data contained therein; or
• Create internet ‘links’ to, or ‘frame’ or ‘mirror’ the Services, or any portion of the Services;
• Decompile, reverse engineer or disassemble the Services except as may be permitted under applicable law;
• Build a product or service using similar ideas, features, functions or graphics of the Services;
• Copy any ideas, features, functions or graphics of the Services; or
• Cause or launch any program or scripts for the purpose of scraping, indexing, surveying, or otherwise data mining any portion of the Services, or which may make multiple server requests per second, or unduly burden or hinder the operation, performance and/or functionality of the Services.

Support

Users may contact Paydel for any support-related issues arising from the use of the Services by following the instructions on the Services. Representations and Warranties By using the Services, you expressly represent and warrant that you are legally permitted to enter into the Agreement.

The Services are not available to children (persons under the age of 18). By using the Services, you represent and warrant that you are at least 18 years old. By using the Services, you represent and warrant that you have the right, authority and capacity to enter into this agreement and to abide by the Terms. Your access and use of the Services is for your use and may not be resold to third parties.

When using the Services you agree to comply with all applicable laws of the Federal Republic of Uganda. You may only access the Services using authorized means. It is your responsibility to check to ensure you download the correct software for your device. Paydel is not liable if you do not have a compatible handset or if you have downloaded the wrong version of software for your device.

Paydel reserves the right to terminate this Agreement should you be accessing the Services with an incompatible or unauthorized device or Software. You agree that by using or accessing the Services:

• You will not alter, modify, translate, adapt, decompile, disassemble or reverse engineer the Applications or Services, nor any part of it;
• You will not send spam or otherwise duplicative or unsolicited messages in violation of applicable laws;
• You will not use the Services to cause nuisance, annoyance or inconvenience;
• You will not impair the proper operation of the Services;
• You will not copy, or distribute the Services or other content received as a result of access or use of the Services without written permission from Paydel;
• You will only use the Applications and Services for your own personal use and will not resell any portion of the Services to a third party;
• You will keep secure and confidential your account password or any identification we provide you which allows access to the Services;
• You agree to immediately notify Paydel of any unauthorized use, or suspected unauthorized use of your Account or any other breach of security. Paydel is not liable for any loss or damage arising from your failure to comply;
• You will provide Paydel with whatever proof of identity we may reasonably request;
• You will cooperate with Paydel and relevant authorities in all matters relating to the Services; and
• You will always act in compliance with applicable laws.

By using the Services with respect to fulfillment services for your goods, you agree that:

• You will only use the Services for lawful purposes; you will not use the Services for sending or storing any illegal or unlawful material or for fraudulent purposes;
• You are fully authorized to deal with the goods;
• You will not use the Services with respect to fulfillment of any cash, cash equivalents, jewellery, illegal, stolen or smuggled goods, counterfeit goods or undeclared hazardous goods and will indemnify Paydel against any liability arising from the carriage and storage of such goods;
• You will inform Paydel, in writing, if the goods are regulated by specific laws, licenses, guidelines or conditions, and will provide Paydel and the Transporters with specific and proper guidelines on the handling, storage and transportation of such goods, as relevant;
• You will not solicit or entice away the business or services of the Transporters from Paydel or the Services;
• You will only provide true and accurate information when using the Platform;
• You will not send or store infringing, obscene, threatening, libelous or otherwise unlawful or tortious material including material that violates third party rights;
• You will not try to harm the Transporters, their agents or the Services in any way whatsoever;
• You agree that Paydel will not be liable for any in-transit loss, damage, theft, destruction, or delayed delivery of any goods save as provided for under the Insurance clause.

In the event of breach on your part Paydel reserves the right to immediately terminate the Agreement forthwith. Paydel further reserves the right to terminate the Agreement by written notice.

Insurance

In the event that the goods are established to have been lost/ damaged either in transit or in the warehouses or distribution hubs during Paydel’s provision of the Services and Paydel or the Transporter is found liable, an insurance claim may be raised as set out below. Paydel will obtain and keep in force during the Term insurance policies covering warehoused goods.

Paydel shall require Transporters offering transport and logistics services seeking registration on its platforms, obtain and maintain insurance coverage against loss or damage for goods delivered in connection with the Services. Neither Paydel nor the Transporters will be liable for any damage before or after the goods are no longer in possession of Paydel or the Transporters.

You shall immediately inform Paydel of any dispute arising in relation to a delivery no later than 3 days after delivery.

Intellectual Property Ownership

Paydel alone (and its licensors, where applicable) shall own all right, title and interest, including all related intellectual property rights, in and to the Services and any suggestions, ideas, enhancement requests, feedback, recommendations or other information provided by you or any other party relating to the Services.

These Terms do not convey to you any rights of ownership in or related to the Services, or any intellectual property rights owned by Paydel. The Paydel name, Paydel logo, and the product names associated with the Services are trademarks of Paydel or third parties, and no right or license is granted to use them.

Third Party Interactions

The Services may be made available or accessed in connection with third party services and content (including advertising) that Paydel does not control. During use of the Services, you may, without limitation, enter into correspondence with, purchase goods and/or services from, or participate in promotions of third party providers, advertisers or sponsors.

You acknowledge that different terms of use, warranties, representations and privacy policies may apply to your use of such third party services and content and in no event shall Paydel be responsible or liable for any representations, products or services of such third party providers.

You acknowledge that your access and use of the Services in connection with third party services may be subject to terms set forth in the applicable third party’s terms and conditions. You acknowledge that the availability of the products, goods or services of third party providers on the Services is not an endorsement of the same by Paydel.

You hereby further acknowledge that where third party providers of goods and/or services require your agreement to additional or separate terms and conditions prior to your use of or access to such goods or services, Paydel will have no responsibility nor liability arising from such agreements between you and the third party providers.

Any third party interactions, and any terms, conditions, warranties or representations associated with such activity, are solely between you and the applicable third party. Paydel and its licensors shall have no liability, obligation or responsibility for any such correspondence, purchase, transaction or promotion between you and any such third party.

Paydel does not endorse any sites on the Internet that are linked through the Services, and in no event shall Paydel or its licensors be responsible for any content, products, services or other materials on or available from such sites or third party providers.

Paydel may rely on third party advertising and marketing supplied through the Services and other mechanisms to subsidize the Services. By agreeing to these Terms you agree to receive such advertising and marketing.

Paydel may compile and release information regarding you and your use of the Services on an anonymous basis as part of a customer profile or similar report or analysis. You agree that it is your responsibility to take reasonable precautions in all actions and interactions with any third party you interact with through the Services.

Indemnification

You agree that you shall defend, indemnify and hold Paydel, its licensors and each such party's parent organizations, subsidiaries, affiliates, officers, directors, members, employees and agents harmless from and against any and all claims, costs, damages, demands, losses, liabilities and expenses (including legal fees and costs) arising out of or in connection with:

1. your violation or breach of any of these Terms or any applicable law or regulation, whether or not referenced herein;
2. your violation of any rights of any third party, including providers of logistics or transport services arranged via the Services;
3. your use or misuse of the Services or services or goods obtained through your use of the Services;
4. Paydel’s use of your data and user content in accordance with these Terms; or
5. the the goods that are the subject of the Services.

Disclaimer Of Warranties

The services are provided to you strictly on an "as is" basis. All conditions, representations and warranties, whether express, implied, statutory or otherwise, including, without limitation, any implied warranty of merchantability, fitness for a particular purpose, or non‐infringement of third party rights, are hereby disclaimed by paydel to the extent applicable under law. Paydel makes no representation, warranty, or guarantee as to the reliability, timeliness, quality, suitability, availability, accuracy or completeness of the services.

Paydel makes no representations or warranties that

• the use of the services will be secure, timely, uninterrupted or error‐free or operate in combination with any other hardware, software, system or data,
• the services will meet your requirements or expectations,
• any stored data will be accurate or reliable,
• the quality of any products, services, information, or other material purchased or obtained by you through the services will meet your requirements or expectations,
• errors or defects in the services will be corrected, or
• the services or the server(s) that make the services available are free of viruses or other harmful components.

Paydel makes no representation, warranty, or guarantee as to the reliability, safety, timeliness, quality, suitability or availability of any services, products or goods supplied by third parties through the use of the services.

Paydel does not guarantee the suitability, legality, regulatory compliance, quality or ability of a transporter, used through the services. You acknowledge and agree that the entire risk arising out of your use of the services, and any third party services or products remains solely with you.

Limitation Of Liability

Paydel and/or its licensors shall not be liable to anyone for any indirect, punitive, special, exemplary, incidental, consequential or other damages of any type or kind (including personal injury, property damage, loss of data, lost revenue and/or profits, loss of use or other economic advantage) related to, in connection with, or otherwise resulting from any of the services, regardless of the negligence of paydel, even if paydel has been advised of the possibility of such damages.

Paydel and/or its licensors shall not be liable for any loss, damage or injury which may be incurred by you, including but not limited to loss, damage or injury arising out of, or in any way connected with the services, including but not limited to the use or inability to use the services, any reliance placed by you on the completeness, accuracy or existence of any advertising, or as a result of any relationship or transaction between you and any third party provider, advertiser or sponsor whose advertising appears on the website or is referred by the services, even if paydel and/or its licensors have been previously advised of the possibility of such damages.

Paydel shall not be liable for delay or failure in performance resulting from causes beyond paydel’s reasonable control. The services may be used by you to connect with third party providers, but you agree that paydel has no responsibility or liability to you related to any products, goods and/or services provided to you by third party providers other than as expressly set forth in these terms. Paydel will not bear any responsibility nor incur any liability to assess the suitability, legality or ability of any transporters and you expressly waive and release paydel from any and all liability, claims or damages arising from or in any way related to the transporters. Paydel will not be a party to disputes, negotiations of disputes between you and such transporters.

Responsibility for the decisions you make regarding services offered via the services (with all its implications) rests solely with you. You expressly waive and release any and all rights and benefits under the laws of the republic of uganda (or any analogous law of any other state). The quality of the logistics or transport services obtained through the use of the services is entirely the responsibility of transporter who ultimately provides such services to you, and you hereby acknowledge and agree that you use the transporter services entirely at your own risk.

Except as expressly stated herein, paydel will not be liable to you for any claims arising out of any logistics and/or transport services procured through the services. In any case, paydel’s aggregate liability shall in no event exceed the amounts actually paid by and/or due from you in the three (3) month period immediately preceding the event giving rise to such claim of liability.

Internet Delays

The Services may be subject to limitations, delays, and other problems inherent in the use of the internet and electronic communication. Paydel is not responsible for any delays, delivery failures, or any other liability, costs or damage resulting from such problems.

Notice

Paydel may give notice by means of a general notice on the Services, electronic mail to your email address in your account, telephone or text message to any telephone number provided in connection with your account, or by a notification message displayed on your account page. Such notice shall be deemed to have been given upon publication on the Services or upon the expiration of 12 hours after sending (if sent by email or telephone).

It shall be your responsibility to keep your contact information (including email address and telephone number) current and you will be deemed to have received any notice issued based on the contact information in your account, whether or not you actually receive it. You may give notice to Paydel, with such notice deemed given when received by Paydel, at any time through the email address paydelapp@gmail.com

Data Privacy

Paydel’s collection and use of personal information in connection with the Services is described in our Data Privacy Policy located at the terms of which are incorporated into these Terms. Any data, including personal data, shared with Paydel will be used in accordance with this Data Privacy Policy.

You will ensure that any personal information that comes into your possession as a result of these Terms including but not limited to any data or information in regard to Paydel, Paydel’s employees, the Transporters and their employees and third parties and their employees must be collected and processed in accordance with the provisions of the applicable data protection laws in your territory and any other applicable laws.

By accessing or using the Services, you hereby freely, unequivocally and expressly authorize Paydel to receive, record, process, store and transfer your data, including personal data, in accordance with the law and our Data Privacy Policy.

You hereby freely, unequivocally and expressly consent to the transfer of your data, including personal data, to third parties to be used for credit checks and other verification purposes.

Confidentiality

By accessing or using the Services, you hereby agree and undertake not to disclose to any person any confidential information concerning the business, affairs, customers, data, clients or suppliers of Paydel and the Transporters save as is expressly required by law. You also unequivocally agree not to use any information obtained through the Services for any purpose other than to procure fulfillment services through the Services.

Any violation of this provision shall warrant a charge, for each such violation, that shall be determined by Paydel in its sole discretion, bearing in mind:

1. the loss and expense occasioned by such loss; and
2. any deterrence measures Paydel may wish to pursue.

Publication of Information

If you provide Paydel any feedback, suggestions, or other information or ideas regarding the Service (“Feedback”), you hereby assign to Paydel all rights in the Feedback and agree that Paydel has the right to use such Feedback and related information in any manner it deems appropriate.

Paydel will treat any Feedback you provide as non-confidential and non-proprietary. You agree that you will not submit to Paydel any information or ideas that you consider to be confidential or proprietary.

Non-Solicitation

You shall not, except with the prior written consent of Paydel, attempt to solicit or entice away; or solicit or entice away, from the service of Paydel, the services of any Transporter, for any duration of time however brief. This provision shall continue in force for one (1) year subsequent to termination of usage of the Services.

In the event of a violation, you shall be liable to a penalty to be calculated as follows, for each person solicited or enticed away: the total gross revenue to Paydel, for the 12 months immediately preceding the solicitation event, supplied on average by a person of the same class as the Transporter.

Miscellaneous Provisions

Termination

In the event of breach on your part Paydel reserves the right to immediately terminate the Agreement forthwith, and /or close or suspend your Account. Paydel further reserves the right to terminate the Agreement by written notice.

Responsibility

If you authorize, assist, encourage or facilitate another person or entity to take any action related to the subject matter of these Terms with Paydel, you shall be deemed to have taken the action yourself.

Severability

If any portion of these Terms is held by a court of competent jurisdiction to be invalid or unenforceable, the remaining provisions of these Terms will remain in full force and effect, and any invalid or unenforceable portions shall be construed in a manner that most closely reflects the effect and intent of the original language. If such construction is not possible, the provision will be severed from these Terms, and the rest of the Terms shall remain in full force and effect.

Waivers

Any failure by Paydel to enforce any right or provision of these Terms shall in no way be construed to be a present or future waiver of such provision nor in any way affect our right to enforce such provision thereafter. All waivers by us must be acknowledged and agreed in writing. Successors and Assigns. These Terms will be binding upon, and inure to the benefit of Paydel and any contracting parties and their respective successors and assigns.

Assignment

You may not assign these Terms without the prior written approval of Paydel. Paydel may assign these Terms without your consent to (a) a parent, subsidiary or affiliate; (b) an acquirer of Paydel’s equity, business or assets; or (c) a successor by merger. Any purported assignment in violation of this section shall be void.

No Agency

No partnership, contract of employment, agency, joint venture or franchise relationship shall be created between you, Paydel or any Transporters as a result of these Terms or use of the Services. No Third Party Beneficiary. You acknowledge and agree that, except as otherwise expressly provided in these Terms, there shall be no third party beneficiary to any agreement entered into with Paydel.

Governing Law

These terms and conditions shall be governed by and construed in accordance with the laws of Kenya in which Paydel is located.

Headings

Headings are for reference purposes only and in no way define, limit, construe or describe the scope or extent of such section.

Contacts

All notices, complaints, recommendations and suggestions should be channeled via phone: +254 712 352 027 or E‐mail paydel@mail.com

Liability

Delivery Company is not liable for any damage to goods during transit. Delivery Company is also not liable for any indirect or consequential damages arising from the use of its services.

Intellectual Property

Paydel retains all intellectual property rights in the services provided, including all trademarks, trade names, logos, and other proprietary information.

Amendments

Paydel reserves the right to amend these terms and conditions at any time. The most current version of the terms and conditions can be found on the Delivery Company website.

FAQ’s

How is my product packed and delivered?

Every shipped item on Paydel is packed and shipped specifically to ensure the product arrives at your door. If you have additional questions about a specific product, you can contact our customer support team at +254712253027 - our team is happy to help answer any questions you have.

Do I have to be home to approve the package when it's delivered?

With the exception of orders where age verification is required, you don’t have to be home to approve a package when it arrives. Kindly only share the OTP to the person who will be receiving your goods on your behalf.

My friend wasn't home and missed their delivery

It is the sole responsibility of the customer to notify a gift recipient of a pending delivery. If the recipient is not available to receive the delivery and Paydel determines the delivery location is not ‘safe,’ Paydel is not responsible for a damaged product and/or additional shipping fees.

Where is my order?

You can check the status of your order by following the steps outlined below.

1. Go to your Paydel account
2. Click on the specific package
3. You will find your tracking link there

Please Note:

If you haven’t received your ‘Order Shipped’ email, your order may not have shipped out just yet. If your order has shipped and is scheduled to deliver today, please know our carriers will deliver packages anytime between 8am-8pm. The time of delivery is all subject to the local carrier. To request additional information about your order, please call our Customer Support line at +25412253027

How do I cancel my order?

Please call our Customer Support line at +254712253027 in order to cancel your order. If you placed an order for ASAP delivery: Cancellation requests must be received within 30 mins after placing the order.

If you placed an order for normal delivery: Cancellation requests must be received within a 2 hours before the order’s delivery time. In some cases changes or cancellations will not be possible due to reasons out of our control.

How do I change my address?

If you need to update an address, please contact our Customer Support team at 254712253027 within one hour after placing your order. We kindly ask customers to give Paydel and our partner shops time to act upon your request. For this reason we cannot guarantee address changes after this timeframe.

Paydel is not responsible for refunds or replacements of orders with incomplete, invalid, or incorrect addresses. The customer is responsible for checking their confirmation email at the time of placing their order. Additionally, we are not responsible for packages sent to recipients who are not available to accept packages on the delivery date. We are not able to reship packages that are returned to us by the carrier. Please take this into consideration when selecting your shipping address for an order.

What are Paydel’s Customer Support hours of operation?

We can be reached at 254712253027, 7 days a week from 8am- 5pm.

If your inquiry is about an existing order, please share your order date, name, and merchant for faster service.

I have tried to contact Paydel and received no response

We sincerely apologize if there are any delays in responding to your inquiry. We strive to put the customer first and resolve any issues as quickly as possible to keep our customers satisfied. During high volume periods (holidays, special events, etc.), our team may take a bit longer to respond due to the number of questions we receive. We will be sure to respond to all customer inquiries as quickly as we can.

My item(s) arrived damaged. What do I do?

We are very sorry to hear this! Please contact our Customer Support team at +254712253027 within 3 days of delivery with your order details and description of the damage. We understand that occasionally, items will get damaged, and we will work to remedy the solution with you.

How do I report missing item(s) ? My order is missing something or contains the wrong item(s)

We are very sorry to hear this! Please contact our Customer Support team by calling +254 712 253 027 within an hour of delivery. Our merchants are trying their very best to pack your order perfectly. However, sometimes mistakes are made. We will be sure to work with you and our merchant partners to resolve your issue as quickly as possible.

How do I report poor product quality?

We are dedicated to making sure that your order is packaged properly and shipped at the appropriate speed so it arrives at your doorstep in good condition and safe to consume. While we regularly adjust shipments to mitigate the risk of spoilage, occasionally packages are affected by conditions beyond our control, such as extreme seasonal temperatures.

How do I report that I received the wrong order?

We are very sorry to hear this! Please contact our Customer Support team at +254 712 253 027 within an hour of delivery. We understand that sometimes items get incorrectly shipped and we will work to resolve the situation quickly.

More Information about COVID-19 Related Delays

Some of our merchants have reported slight delays in orders they are currently fulfilling, due to the supply chain disruptions during the COVID-19 pandemic. Our merchants are continuing to operate following the safest standards to ship their products nationwide, but some supplies & packaging have longer lead times than usual which may cause a shipment delay for your order. In addition, our shipping partners are experiencing higher than normal volumes which may cause the shipment of your order to take longer than expected.

We greatly appreciate your patience and understanding during these unprecedented times.

The Services

Paydel provides delivery and payment services for customers. The customer is responsible for ensuring that the goods to be delivered are suitable for delivery and that all necessary information and instructions are provided to the rider.

The Services provided by Paydel enable you to arrange and schedule for the collection, storage, packaging and preparation of goods for delivery to your consignees In consideration of you paying the fees communicated by Paydel from time to time and in the manner set out in these Terms, Paydel will provide the Services in accordance with this Agreement.

1. The Services will be provided on demand and you will be required to place an order through your Paydel Account by inputting accurate information requested by Paydel to enable Paydel offer the Services to you.

   This may include but is not limited to:

   • Pickup address for the goods: The physical address for collection of the goods including any Paydel distribution hubs. Please note that you may also personally drop off goods at any Paydel warehouse or distribution hub as may be communicated by Paydel to you or request Paydel to collect the goods from your premises subject to such terms as Paydel may communicate to you.
   • Destination: The physical address for delivery of the goods to the consignee once available.
   • Contact details of the consignee once available including their telephone number or any other details requested by Paydel.
   • An accurate description of the goods that will be the subject of the Services.
   • The exact image of the good /goods to be transported
2. A carrier will be assigned to pick up and deliver the goods to a Paydel designated warehouse or goods holding area. You will be able to manage and track your order through your Paydel Account. A Transporter may, for any reason, request a physical verification of the goods to ensure that they conform with the Terms before pick up. If the inspection reveals any unauthorised or damaged goods or goods not matching the description provided by you, the Transporter shall decline receipt and shall notify Paydel.

3. Paydel will offer storage of the goods under the Services at its designated warehouses in the following scenarios:

   • If a delivery attempt was made and it was not successful. If a Transporter is unable to complete a delivery due to consignee availability or postponement the goods will be returned to the warehouse and the status of the order updated.
   • If the goods were picked up past 4pm on the day the order was processed.
   • If for any other reasons beyond our control
   • Paydel reserves the right to charge a storage fee for goods that remain in Paydel’s custody beyond the minimum period notified to you through the Services.

4. Paydel will ensure the goods delivered to your consignees are sealed. Once the goods are accepted the order will be marked as complete on your Account and the fulfillment transaction will be considered closed. You acknowledge that we will not accept returns from the consignees as our contractual relationship for the Services is with you and not the consignee.

   In the event the consignee wishes to return the goods delivered, then after the fulfillment transaction is closed, you may approve any such return and may instruct Paydel to assist in the delivery of such return to you under a separate transaction.

5. In the event that you require any return of any warehoused goods through the Services, you may place a request through your contacts and Paydel will communicate when the goods will be delivered to the specified location and upon such delivery, the order will be marked as complete on your Account. Paydel reserves the right to charge a fee for any returns you request.

Paydel may, at its sole discretion, make promotional offers with different features and different rates to any of its customers or groups of our customers. These may result in different amounts charged for the same or similar services or goods obtained through the use of the Services. You agree that these promotional offers, unless made to you, shall have no bearing whatsoever on your contract, your use of the Services or the Charges applicable to you.

Paydel Dispute Resolution Policy as a Third-Party Delivery Company

This Dispute Resolution Policy outlines the procedure for resolving disputes that may arise between customers and the Paydel (the “Company”). The policy is designed to provide a fair and prompt resolution to disputes and to ensure the satisfaction of all parties involved. Scope: This policy applies to all customers who use the Company's services and to all disputes arising from the delivery of goods and services by the Company.

Procedure:

1. Communication: Customers are encouraged to communicate any concerns or disputes directly with the Company, by contacting the customer service team via email or phone.
2. Investigation: Upon receipt of a dispute, the Company will investigate the matter and will provide a response within a reasonable time frame.
3. Mediation: If the dispute cannot be resolved through communication, the parties may agree to participate in mediation. Mediation is a confidential and informal process where a neutral third-party mediator will assist the parties in resolving the dispute.
4. Arbitration: If mediation is unsuccessful, the parties may agree to participate in arbitration. Arbitration is a binding process where an arbitrator will make a final and binding decision on the dispute.
5. Legal Action: If the dispute cannot be resolved through mediation or arbitration, the parties may seek resolution through the legal system. Conclusion: Paydel is committed to providing a fair and prompt resolution to disputes and to ensuring the satisfaction of all parties involved. The Dispute Resolution Policy provides a clear and concise process for resolving disputes and ensures that all parties have access to a fair and impartial resolution.

License Grant & Restrictions

Subject to your compliance with these Terms, Paydel hereby grants you a non‐exclusive, non‐transferable, revocable right to (a) access and use its Fulfillment applications and related services (the “Applications”) solely in connection with your use of the Services; and (b) access and use of any content, information and related materials that may be made available through the Services solely for your personal, non-commercial use. All rights not expressly granted to you are reserved by Paydel and its licensors.

You hereby agree NOT to:

• License, sublicense, sell, resell, transfer, assign, distribute or otherwise commercially exploit or make available to any third party the Services;
• Remove any copyright, trademark or other proprietary notices from any portion of the Services and/or Applications;
• Reproduce, modify, prepare derivative works based upon, distribute, license, lease, sell, resell, transfer, publicly display, publicly perform, transmit, stream, broadcast or otherwise exploit the Services except as expressly permitted by Paydel;
• Attempt to gain unauthorized access to or impair any aspect of the Services or its related systems or networks;
• Send or store material containing viruses, worms, trojan horses or other harmful computer code, files, scripts, agents or programs;
• Interfere with or disrupt the integrity or performance of the Services or the information or data contained therein; or
• Interfere with or disrupt the integrity or performance of the Services or the information or data contained therein; or
• Create internet ‘links’ to, or ‘frame’ or ‘mirror’ the Services, or any portion of the Services;
• Decompile, reverse engineer or disassemble the Services except as may be permitted under applicable law;
• Build a product or service using similar ideas, features, functions or graphics of the Services;
• Copy any ideas, features, functions or graphics of the Services; or
• Cause or launch any program or scripts for the purpose of scraping, indexing, surveying, or otherwise data mining any portion of the Services, or which may make multiple server requests per second, or unduly burden or hinder the operation, performance and/or functionality of the Services.

Support

Users may contact Paydel for any support-related issues arising from the use of the Services by following the instructions on the Services. Representations and Warranties By using the Services, you expressly represent and warrant that you are legally permitted to enter into the Agreement.

The Services are not available to children (persons under the age of 18). By using the Services, you represent and warrant that you are at least 18 years old. By using the Services, you represent and warrant that you have the right, authority and capacity to enter into this agreement and to abide by the Terms. Your access and use of the Services is for your use and may not be resold to third parties.

When using the Services you agree to comply with all applicable laws of the Federal Republic of Uganda. You may only access the Services using authorized means. It is your responsibility to check to ensure you download the correct software for your device. Paydel is not liable if you do not have a compatible handset or if you have downloaded the wrong version of software for your device.

Paydel reserves the right to terminate this Agreement should you be accessing the Services with an incompatible or unauthorized device or Software. You agree that by using or accessing the Services:

• You will not alter, modify, translate, adapt, decompile, disassemble or reverse engineer the Applications or Services, nor any part of it;
• You will not send spam or otherwise duplicative or unsolicited messages in violation of applicable laws;
• You will not use the Services to cause nuisance, annoyance or inconvenience;
• You will not impair the proper operation of the Services;
• You will not copy, or distribute the Services or other content received as a result of access or use of the Services without written permission from Paydel;
• You will only use the Applications and Services for your own personal use and will not resell any portion of the Services to a third party;
• You will keep secure and confidential your account password or any identification we provide you which allows access to the Services;
• You agree to immediately notify Paydel of any unauthorized use, or suspected unauthorized use of your Account or any other breach of security. Paydel is not liable for any loss or damage arising from your failure to comply;
• You will provide Paydel with whatever proof of identity we may reasonably request;
• You will cooperate with Paydel and relevant authorities in all matters relating to the Services; and
• You will always act in compliance with applicable laws.

By using the Services with respect to fulfillment services for your goods, you agree that:

• You will only use the Services for lawful purposes; you will not use the Services for sending or storing any illegal or unlawful material or for fraudulent purposes;
• You are fully authorized to deal with the goods;
• You will not use the Services with respect to fulfillment of any cash, cash equivalents, jewellery, illegal, stolen or smuggled goods, counterfeit goods or undeclared hazardous goods and will indemnify Paydel against any liability arising from the carriage and storage of such goods;
• You will inform Paydel, in writing, if the goods are regulated by specific laws, licenses, guidelines or conditions, and will provide Paydel and the Transporters with specific and proper guidelines on the handling, storage and transportation of such goods, as relevant;
• You will not solicit or entice away the business or services of the Transporters from Paydel or the Services;
• You will only provide true and accurate information when using the Platform;
• You will not send or store infringing, obscene, threatening, libelous or otherwise unlawful or tortious material including material that violates third party rights;
• You will not try to harm the Transporters, their agents or the Services in any way whatsoever;
• You agree that Paydel will not be liable for any in-transit loss, damage, theft, destruction, or delayed delivery of any goods save as provided for under the Insurance clause.

In the event of breach on your part Paydel reserves the right to immediately terminate the Agreement forthwith. Paydel further reserves the right to terminate the Agreement by written notice.

Insurance

In the event that the goods are established to have been lost/ damaged either in transit or in the warehouses or distribution hubs during Paydel’s provision of the Services and Paydel or the Transporter is found liable, an insurance claim may be raised as set out below. Paydel will obtain and keep in force during the Term insurance policies covering warehoused goods.

Paydel shall require Transporters offering transport and logistics services seeking registration on its platforms, obtain and maintain insurance coverage against loss or damage for goods delivered in connection with the Services. Neither Paydel nor the Transporters will be liable for any damage before or after the goods are no longer in possession of Paydel or the Transporters.

You shall immediately inform Paydel of any dispute arising in relation to a delivery no later than 3 days after delivery.

Intellectual Property Ownership

Paydel alone (and its licensors, where applicable) shall own all right, title and interest, including all related intellectual property rights, in and to the Services and any suggestions, ideas, enhancement requests, feedback, recommendations or other information provided by you or any other party relating to the Services.

These Terms do not convey to you any rights of ownership in or related to the Services, or any intellectual property rights owned by Paydel. The Paydel name, Paydel logo, and the product names associated with the Services are trademarks of Paydel or third parties, and no right or license is granted to use them.

Third Party Interactions

The Services may be made available or accessed in connection with third party services and content (including advertising) that Paydel does not control. During use of the Services, you may, without limitation, enter into correspondence with, purchase goods and/or services from, or participate in promotions of third party providers, advertisers or sponsors.

You acknowledge that different terms of use, warranties, representations and privacy policies may apply to your use of such third party services and content and in no event shall Paydel be responsible or liable for any representations, products or services of such third party providers.

You acknowledge that your access and use of the Services in connection with third party services may be subject to terms set forth in the applicable third party’s terms and conditions. You acknowledge that the availability of the products, goods or services of third party providers on the Services is not an endorsement of the same by Paydel.

You hereby further acknowledge that where third party providers of goods and/or services require your agreement to additional or separate terms and conditions prior to your use of or access to such goods or services, Paydel will have no responsibility nor liability arising from such agreements between you and the third party providers.

Any third party interactions, and any terms, conditions, warranties or representations associated with such activity, are solely between you and the applicable third party. Paydel and its licensors shall have no liability, obligation or responsibility for any such correspondence, purchase, transaction or promotion between you and any such third party.

Paydel does not endorse any sites on the Internet that are linked through the Services, and in no event shall Paydel or its licensors be responsible for any content, products, services or other materials on or available from such sites or third party providers.

Paydel may rely on third party advertising and marketing supplied through the Services and other mechanisms to subsidize the Services. By agreeing to these Terms you agree to receive such advertising and marketing.

Paydel may compile and release information regarding you and your use of the Services on an anonymous basis as part of a customer profile or similar report or analysis. You agree that it is your responsibility to take reasonable precautions in all actions and interactions with any third party you interact with through the Services.

Indemnification

You agree that you shall defend, indemnify and hold Paydel, its licensors and each such party's parent organizations, subsidiaries, affiliates, officers, directors, members, employees and agents harmless from and against any and all claims, costs, damages, demands, losses, liabilities and expenses (including legal fees and costs) arising out of or in connection with:

1. your violation or breach of any of these Terms or any applicable law or regulation, whether or not referenced herein;
2. your violation of any rights of any third party, including providers of logistics or transport services arranged via the Services;
3. your use or misuse of the Services or services or goods obtained through your use of the Services;
4. Paydel’s use of your data and user content in accordance with these Terms; or
5. the the goods that are the subject of the Services.

Disclaimer Of Warranties

The services are provided to you strictly on an "as is" basis. All conditions, representations and warranties, whether express, implied, statutory or otherwise, including, without limitation, any implied warranty of merchantability, fitness for a particular purpose, or non‐infringement of third party rights, are hereby disclaimed by paydel to the extent applicable under law. Paydel makes no representation, warranty, or guarantee as to the reliability, timeliness, quality, suitability, availability, accuracy or completeness of the services.

Paydel makes no representations or warranties that

• the use of the services will be secure, timely, uninterrupted or error‐free or operate in combination with any other hardware, software, system or data,
• the services will meet your requirements or expectations,
• any stored data will be accurate or reliable,
• the quality of any products, services, information, or other material purchased or obtained by you through the services will meet your requirements or expectations,
• errors or defects in the services will be corrected, or
• the services or the server(s) that make the services available are free of viruses or other harmful components.

Paydel makes no representation, warranty, or guarantee as to the reliability, safety, timeliness, quality, suitability or availability of any services, products or goods supplied by third parties through the use of the services.

Paydel does not guarantee the suitability, legality, regulatory compliance, quality or ability of a transporter, used through the services. You acknowledge and agree that the entire risk arising out of your use of the services, and any third party services or products remains solely with you.

Limitation Of Liability

Paydel and/or its licensors shall not be liable to anyone for any indirect, punitive, special, exemplary, incidental, consequential or other damages of any type or kind (including personal injury, property damage, loss of data, lost revenue and/or profits, loss of use or other economic advantage) related to, in connection with, or otherwise resulting from any of the services, regardless of the negligence of paydel, even if paydel has been advised of the possibility of such damages.

Paydel and/or its licensors shall not be liable for any loss, damage or injury which may be incurred by you, including but not limited to loss, damage or injury arising out of, or in any way connected with the services, including but not limited to the use or inability to use the services, any reliance placed by you on the completeness, accuracy or existence of any advertising, or as a result of any relationship or transaction between you and any third party provider, advertiser or sponsor whose advertising appears on the website or is referred by the services, even if paydel and/or its licensors have been previously advised of the possibility of such damages.

Paydel shall not be liable for delay or failure in performance resulting from causes beyond paydel’s reasonable control. The services may be used by you to connect with third party providers, but you agree that paydel has no responsibility or liability to you related to any products, goods and/or services provided to you by third party providers other than as expressly set forth in these terms. Paydel will not bear any responsibility nor incur any liability to assess the suitability, legality or ability of any transporters and you expressly waive and release paydel from any and all liability, claims or damages arising from or in any way related to the transporters. Paydel will not be a party to disputes, negotiations of disputes between you and such transporters.

Responsibility for the decisions you make regarding services offered via the services (with all its implications) rests solely with you. You expressly waive and release any and all rights and benefits under the laws of the republic of uganda (or any analogous law of any other state). The quality of the logistics or transport services obtained through the use of the services is entirely the responsibility of transporter who ultimately provides such services to you, and you hereby acknowledge and agree that you use the transporter services entirely at your own risk.

Except as expressly stated herein, paydel will not be liable to you for any claims arising out of any logistics and/or transport services procured through the services. In any case, paydel’s aggregate liability shall in no event exceed the amounts actually paid by and/or due from you in the three (3) month period immediately preceding the event giving rise to such claim of liability.

Internet Delays

The Services may be subject to limitations, delays, and other problems inherent in the use of the internet and electronic communication. Paydel is not responsible for any delays, delivery failures, or any other liability, costs or damage resulting from such problems.

Notice

Paydel may give notice by means of a general notice on the Services, electronic mail to your email address in your account, telephone or text message to any telephone number provided in connection with your account, or by a notification message displayed on your account page. Such notice shall be deemed to have been given upon publication on the Services or upon the expiration of 12 hours after sending (if sent by email or telephone).

It shall be your responsibility to keep your contact information (including email address and telephone number) current and you will be deemed to have received any notice issued based on the contact information in your account, whether or not you actually receive it. You may give notice to Paydel, with such notice deemed given when received by Paydel, at any time through the email address paydelapp@gmail.com

Data Privacy

Paydel’s collection and use of personal information in connection with the Services is described in our Data Privacy Policy located at the terms of which are incorporated into these Terms. Any data, including personal data, shared with Paydel will be used in accordance with this Data Privacy Policy.

You will ensure that any personal information that comes into your possession as a result of these Terms including but not limited to any data or information in regard to Paydel, Paydel’s employees, the Transporters and their employees and third parties and their employees must be collected and processed in accordance with the provisions of the applicable data protection laws in your territory and any other applicable laws.

By accessing or using the Services, you hereby freely, unequivocally and expressly authorize Paydel to receive, record, process, store and transfer your data, including personal data, in accordance with the law and our Data Privacy Policy.

You hereby freely, unequivocally and expressly consent to the transfer of your data, including personal data, to third parties to be used for credit checks and other verification purposes.

Confidentiality

By accessing or using the Services, you hereby agree and undertake not to disclose to any person any confidential information concerning the business, affairs, customers, data, clients or suppliers of Paydel and the Transporters save as is expressly required by law. You also unequivocally agree not to use any information obtained through the Services for any purpose other than to procure fulfillment services through the Services.

Any violation of this provision shall warrant a charge, for each such violation, that shall be determined by Paydel in its sole discretion, bearing in mind:

1. the loss and expense occasioned by such loss; and
2. any deterrence measures Paydel may wish to pursue.

Publication of Information

If you provide Paydel any feedback, suggestions, or other information or ideas regarding the Service (“Feedback”), you hereby assign to Paydel all rights in the Feedback and agree that Paydel has the right to use such Feedback and related information in any manner it deems appropriate.

Paydel will treat any Feedback you provide as non-confidential and non-proprietary. You agree that you will not submit to Paydel any information or ideas that you consider to be confidential or proprietary.

Non-Solicitation

You shall not, except with the prior written consent of Paydel, attempt to solicit or entice away; or solicit or entice away, from the service of Paydel, the services of any Transporter, for any duration of time however brief. This provision shall continue in force for one (1) year subsequent to termination of usage of the Services.

In the event of a violation, you shall be liable to a penalty to be calculated as follows, for each person solicited or enticed away: the total gross revenue to Paydel, for the 12 months immediately preceding the solicitation event, supplied on average by a person of the same class as the Transporter.

Miscellaneous Provisions

Termination

In the event of breach on your part Paydel reserves the right to immediately terminate the Agreement forthwith, and /or close or suspend your Account. Paydel further reserves the right to terminate the Agreement by written notice.

Responsibility

If you authorize, assist, encourage or facilitate another person or entity to take any action related to the subject matter of these Terms with Paydel, you shall be deemed to have taken the action yourself.

Severability

If any portion of these Terms is held by a court of competent jurisdiction to be invalid or unenforceable, the remaining provisions of these Terms will remain in full force and effect, and any invalid or unenforceable portions shall be construed in a manner that most closely reflects the effect and intent of the original language. If such construction is not possible, the provision will be severed from these Terms, and the rest of the Terms shall remain in full force and effect.

Waivers

Any failure by Paydel to enforce any right or provision of these Terms shall in no way be construed to be a present or future waiver of such provision nor in any way affect our right to enforce such provision thereafter. All waivers by us must be acknowledged and agreed in writing. Successors and Assigns. These Terms will be binding upon, and inure to the benefit of Paydel and any contracting parties and their respective successors and assigns.

Assignment

You may not assign these Terms without the prior written approval of Paydel. Paydel may assign these Terms without your consent to (a) a parent, subsidiary or affiliate; (b) an acquirer of Paydel’s equity, business or assets; or (c) a successor by merger. Any purported assignment in violation of this section shall be void.

No Agency

No partnership, contract of employment, agency, joint venture or franchise relationship shall be created between you, Paydel or any Transporters as a result of these Terms or use of the Services. No Third Party Beneficiary. You acknowledge and agree that, except as otherwise expressly provided in these Terms, there shall be no third party beneficiary to any agreement entered into with Paydel.

Governing Law

These terms and conditions shall be governed by and construed in accordance with the laws of Kenya in which Paydel is located.

Headings

Headings are for reference purposes only and in no way define, limit, construe or describe the scope or extent of such section.

Contacts

All notices, complaints, recommendations and suggestions should be channeled via phone: +254 712 352 027 or E‐mail paydel@mail.com

Liability

Delivery Company is not liable for any damage to goods during transit. Delivery Company is also not liable for any indirect or consequential damages arising from the use of its services.

Intellectual Property

Paydel retains all intellectual property rights in the services provided, including all trademarks, trade names, logos, and other proprietary information.

Amendments

Paydel reserves the right to amend these terms and conditions at any time. The most current version of the terms and conditions can be found on the Delivery Company website.

FAQ’s

How is my product packed and delivered?

Every shipped item on Paydel is packed and shipped specifically to ensure the product arrives at your door. If you have additional questions about a specific product, you can contact our customer support team at +254712253027 - our team is happy to help answer any questions you have.

Do I have to be home to approve the package when it's delivered?

With the exception of orders where age verification is required, you don’t have to be home to approve a package when it arrives. Kindly only share the OTP to the person who will be receiving your goods on your behalf.

My friend wasn't home and missed their delivery

It is the sole responsibility of the customer to notify a gift recipient of a pending delivery. If the recipient is not available to receive the delivery and Paydel determines the delivery location is not ‘safe,’ Paydel is not responsible for a damaged product and/or additional shipping fees.

Where is my order?

You can check the status of your order by following the steps outlined below.

1. Go to your Paydel account
2. Click on the specific package
3. You will find your tracking link there

Please Note:

If you haven’t received your ‘Order Shipped’ email, your order may not have shipped out just yet. If your order has shipped and is scheduled to deliver today, please know our carriers will deliver packages anytime between 8am-8pm. The time of delivery is all subject to the local carrier. To request additional information about your order, please call our Customer Support line at +25412253027

How do I cancel my order?

Please call our Customer Support line at +254712253027 in order to cancel your order. If you placed an order for ASAP delivery: Cancellation requests must be received within 30 mins after placing the order.

If you placed an order for normal delivery: Cancellation requests must be received within a 2 hours before the order’s delivery time. In some cases changes or cancellations will not be possible due to reasons out of our control.

How do I change my address?

If you need to update an address, please contact our Customer Support team at 254712253027 within one hour after placing your order. We kindly ask customers to give Paydel and our partner shops time to act upon your request. For this reason we cannot guarantee address changes after this timeframe.

Paydel is not responsible for refunds or replacements of orders with incomplete, invalid, or incorrect addresses. The customer is responsible for checking their confirmation email at the time of placing their order. Additionally, we are not responsible for packages sent to recipients who are not available to accept packages on the delivery date. We are not able to reship packages that are returned to us by the carrier. Please take this into consideration when selecting your shipping address for an order.

What are Paydel’s Customer Support hours of operation?

We can be reached at 254712253027, 7 days a week from 8am- 5pm.

If your inquiry is about an existing order, please share your order date, name, and merchant for faster service.

I have tried to contact Paydel and received no response

We sincerely apologize if there are any delays in responding to your inquiry. We strive to put the customer first and resolve any issues as quickly as possible to keep our customers satisfied. During high volume periods (holidays, special events, etc.), our team may take a bit longer to respond due to the number of questions we receive. We will be sure to respond to all customer inquiries as quickly as we can.

My item(s) arrived damaged. What do I do?

We are very sorry to hear this! Please contact our Customer Support team at +254712253027 within 3 days of delivery with your order details and description of the damage. We understand that occasionally, items will get damaged, and we will work to remedy the solution with you.

How do I report missing item(s) ? My order is missing something or contains the wrong item(s)

We are very sorry to hear this! Please contact our Customer Support team by calling +254 712 253 027 within an hour of delivery. Our merchants are trying their very best to pack your order perfectly. However, sometimes mistakes are made. We will be sure to work with you and our merchant partners to resolve your issue as quickly as possible.

How do I report poor product quality?

We are dedicated to making sure that your order is packaged properly and shipped at the appropriate speed so it arrives at your doorstep in good condition and safe to consume. While we regularly adjust shipments to mitigate the risk of spoilage, occasionally packages are affected by conditions beyond our control, such as extreme seasonal temperatures.

How do I report that I received the wrong order?

We are very sorry to hear this! Please contact our Customer Support team at +254 712 253 027 within an hour of delivery. We understand that sometimes items get incorrectly shipped and we will work to resolve the situation quickly.

More Information about COVID-19 Related Delays

Some of our merchants have reported slight delays in orders they are currently fulfilling, due to the supply chain disruptions during the COVID-19 pandemic. Our merchants are continuing to operate following the safest standards to ship their products nationwide, but some supplies & packaging have longer lead times than usual which may cause a shipment delay for your order. In addition, our shipping partners are experiencing higher than normal volumes which may cause the shipment of your order to take longer than expected.

We greatly appreciate your patience and understanding during these unprecedented times.

Paydel Dispute Resolution Policy as a Third-Party Delivery Company

This Dispute Resolution Policy outlines the procedure for resolving disputes that may arise between customers and the Paydel (the “Company”). The policy is designed to provide a fair and prompt resolution to disputes and to ensure the satisfaction of all parties involved. Scope: This policy applies to all customers who use the Company's services and to all disputes arising from the delivery of goods and services by the Company.

Procedure:

1. Communication: Customers are encouraged to communicate any concerns or disputes directly with the Company, by contacting the customer service team via email or phone.
2. Investigation: Upon receipt of a dispute, the Company will investigate the matter and will provide a response within a reasonable time frame.
3. Mediation: If the dispute cannot be resolved through communication, the parties may agree to participate in mediation. Mediation is a confidential and informal process where a neutral third-party mediator will assist the parties in resolving the dispute.
4. Arbitration: If mediation is unsuccessful, the parties may agree to participate in arbitration. Arbitration is a binding process where an arbitrator will make a final and binding decision on the dispute.
5. Legal Action: If the dispute cannot be resolved through mediation or arbitration, the parties may seek resolution through the legal system. Conclusion: Paydel is committed to providing a fair and prompt resolution to disputes and to ensuring the satisfaction of all parties involved. The Dispute Resolution Policy provides a clear and concise process for resolving disputes and ensures that all parties have access to a fair and impartial resolution.

License Grant & Restrictions

Subject to your compliance with these Terms, Paydel hereby grants you a non‐exclusive, non‐transferable, revocable right to (a) access and use its Fulfillment applications and related services (the “Applications”) solely in connection with your use of the Services; and (b) access and use of any content, information and related materials that may be made available through the Services solely for your personal, non-commercial use. All rights not expressly granted to you are reserved by Paydel and its licensors.

You hereby agree NOT to:

• License, sublicense, sell, resell, transfer, assign, distribute or otherwise commercially exploit or make available to any third party the Services;
• Remove any copyright, trademark or other proprietary notices from any portion of the Services and/or Applications;
• Reproduce, modify, prepare derivative works based upon, distribute, license, lease, sell, resell, transfer, publicly display, publicly perform, transmit, stream, broadcast or otherwise exploit the Services except as expressly permitted by Paydel;
• Attempt to gain unauthorized access to or impair any aspect of the Services or its related systems or networks;
• Send or store material containing viruses, worms, trojan horses or other harmful computer code, files, scripts, agents or programs;
• Interfere with or disrupt the integrity or performance of the Services or the information or data contained therein; or
• Interfere with or disrupt the integrity or performance of the Services or the information or data contained therein; or
• Create internet ‘links’ to, or ‘frame’ or ‘mirror’ the Services, or any portion of the Services;
• Decompile, reverse engineer or disassemble the Services except as may be permitted under applicable law;
• Build a product or service using similar ideas, features, functions or graphics of the Services;
• Copy any ideas, features, functions or graphics of the Services; or
• Cause or launch any program or scripts for the purpose of scraping, indexing, surveying, or otherwise data mining any portion of the Services, or which may make multiple server requests per second, or unduly burden or hinder the operation, performance and/or functionality of the Services.

Support

Users may contact Paydel for any support-related issues arising from the use of the Services by following the instructions on the Services. Representations and Warranties By using the Services, you expressly represent and warrant that you are legally permitted to enter into the Agreement.

The Services are not available to children (persons under the age of 18). By using the Services, you represent and warrant that you are at least 18 years old. By using the Services, you represent and warrant that you have the right, authority and capacity to enter into this agreement and to abide by the Terms. Your access and use of the Services is for your use and may not be resold to third parties.

When using the Services you agree to comply with all applicable laws of the Federal Republic of Uganda. You may only access the Services using authorized means. It is your responsibility to check to ensure you download the correct software for your device. Paydel is not liable if you do not have a compatible handset or if you have downloaded the wrong version of software for your device.

Paydel reserves the right to terminate this Agreement should you be accessing the Services with an incompatible or unauthorized device or Software. You agree that by using or accessing the Services:

• You will not alter, modify, translate, adapt, decompile, disassemble or reverse engineer the Applications or Services, nor any part of it;
• You will not send spam or otherwise duplicative or unsolicited messages in violation of applicable laws;
• You will not use the Services to cause nuisance, annoyance or inconvenience;
• You will not impair the proper operation of the Services;
• You will not copy, or distribute the Services or other content received as a result of access or use of the Services without written permission from Paydel;
• You will only use the Applications and Services for your own personal use and will not resell any portion of the Services to a third party;
• You will keep secure and confidential your account password or any identification we provide you which allows access to the Services;
• You agree to immediately notify Paydel of any unauthorized use, or suspected unauthorized use of your Account or any other breach of security. Paydel is not liable for any loss or damage arising from your failure to comply;
• You will provide Paydel with whatever proof of identity we may reasonably request;
• You will cooperate with Paydel and relevant authorities in all matters relating to the Services; and
• You will always act in compliance with applicable laws.

By using the Services with respect to fulfillment services for your goods, you agree that:

• You will only use the Services for lawful purposes; you will not use the Services for sending or storing any illegal or unlawful material or for fraudulent purposes;
• You are fully authorized to deal with the goods;
• You will not use the Services with respect to fulfillment of any cash, cash equivalents, jewellery, illegal, stolen or smuggled goods, counterfeit goods or undeclared hazardous goods and will indemnify Paydel against any liability arising from the carriage and storage of such goods;
• You will inform Paydel, in writing, if the goods are regulated by specific laws, licenses, guidelines or conditions, and will provide Paydel and the Transporters with specific and proper guidelines on the handling, storage and transportation of such goods, as relevant;
• You will not solicit or entice away the business or services of the Transporters from Paydel or the Services;
• You will only provide true and accurate information when using the Platform;
• You will not send or store infringing, obscene, threatening, libelous or otherwise unlawful or tortious material including material that violates third party rights;
• You will not try to harm the Transporters, their agents or the Services in any way whatsoever;
• You agree that Paydel will not be liable for any in-transit loss, damage, theft, destruction, or delayed delivery of any goods save as provided for under the Insurance clause.

In the event of breach on your part Paydel reserves the right to immediately terminate the Agreement forthwith. Paydel further reserves the right to terminate the Agreement by written notice.

Insurance

In the event that the goods are established to have been lost/ damaged either in transit or in the warehouses or distribution hubs during Paydel’s provision of the Services and Paydel or the Transporter is found liable, an insurance claim may be raised as set out below. Paydel will obtain and keep in force during the Term insurance policies covering warehoused goods.

Paydel shall require Transporters offering transport and logistics services seeking registration on its platforms, obtain and maintain insurance coverage against loss or damage for goods delivered in connection with the Services. Neither Paydel nor the Transporters will be liable for any damage before or after the goods are no longer in possession of Paydel or the Transporters.

You shall immediately inform Paydel of any dispute arising in relation to a delivery no later than 3 days after delivery.

Intellectual Property Ownership

Paydel alone (and its licensors, where applicable) shall own all right, title and interest, including all related intellectual property rights, in and to the Services and any suggestions, ideas, enhancement requests, feedback, recommendations or other information provided by you or any other party relating to the Services.

These Terms do not convey to you any rights of ownership in or related to the Services, or any intellectual property rights owned by Paydel. The Paydel name, Paydel logo, and the product names associated with the Services are trademarks of Paydel or third parties, and no right or license is granted to use them.

Third Party Interactions

The Services may be made available or accessed in connection with third party services and content (including advertising) that Paydel does not control. During use of the Services, you may, without limitation, enter into correspondence with, purchase goods and/or services from, or participate in promotions of third party providers, advertisers or sponsors.

You acknowledge that different terms of use, warranties, representations and privacy policies may apply to your use of such third party services and content and in no event shall Paydel be responsible or liable for any representations, products or services of such third party providers.

You acknowledge that your access and use of the Services in connection with third party services may be subject to terms set forth in the applicable third party’s terms and conditions. You acknowledge that the availability of the products, goods or services of third party providers on the Services is not an endorsement of the same by Paydel.

You hereby further acknowledge that where third party providers of goods and/or services require your agreement to additional or separate terms and conditions prior to your use of or access to such goods or services, Paydel will have no responsibility nor liability arising from such agreements between you and the third party providers.

Any third party interactions, and any terms, conditions, warranties or representations associated with such activity, are solely between you and the applicable third party. Paydel and its licensors shall have no liability, obligation or responsibility for any such correspondence, purchase, transaction or promotion between you and any such third party.

Paydel does not endorse any sites on the Internet that are linked through the Services, and in no event shall Paydel or its licensors be responsible for any content, products, services or other materials on or available from such sites or third party providers.

Paydel may rely on third party advertising and marketing supplied through the Services and other mechanisms to subsidize the Services. By agreeing to these Terms you agree to receive such advertising and marketing.

Paydel may compile and release information regarding you and your use of the Services on an anonymous basis as part of a customer profile or similar report or analysis. You agree that it is your responsibility to take reasonable precautions in all actions and interactions with any third party you interact with through the Services.

Indemnification

You agree that you shall defend, indemnify and hold Paydel, its licensors and each such party's parent organizations, subsidiaries, affiliates, officers, directors, members, employees and agents harmless from and against any and all claims, costs, damages, demands, losses, liabilities and expenses (including legal fees and costs) arising out of or in connection with:

1. your violation or breach of any of these Terms or any applicable law or regulation, whether or not referenced herein;
2. your violation of any rights of any third party, including providers of logistics or transport services arranged via the Services;
3. your use or misuse of the Services or services or goods obtained through your use of the Services;
4. Paydel’s use of your data and user content in accordance with these Terms; or
5. the the goods that are the subject of the Services.

Disclaimer Of Warranties

The services are provided to you strictly on an "as is" basis. All conditions, representations and warranties, whether express, implied, statutory or otherwise, including, without limitation, any implied warranty of merchantability, fitness for a particular purpose, or non‐infringement of third party rights, are hereby disclaimed by paydel to the extent applicable under law. Paydel makes no representation, warranty, or guarantee as to the reliability, timeliness, quality, suitability, availability, accuracy or completeness of the services.

Paydel makes no representations or warranties that

• the use of the services will be secure, timely, uninterrupted or error‐free or operate in combination with any other hardware, software, system or data,
• the services will meet your requirements or expectations,
• any stored data will be accurate or reliable,
• the quality of any products, services, information, or other material purchased or obtained by you through the services will meet your requirements or expectations,
• errors or defects in the services will be corrected, or
• the services or the server(s) that make the services available are free of viruses or other harmful components.

Paydel makes no representation, warranty, or guarantee as to the reliability, safety, timeliness, quality, suitability or availability of any services, products or goods supplied by third parties through the use of the services.

Paydel does not guarantee the suitability, legality, regulatory compliance, quality or ability of a transporter, used through the services. You acknowledge and agree that the entire risk arising out of your use of the services, and any third party services or products remains solely with you.

Limitation Of Liability

Paydel and/or its licensors shall not be liable to anyone for any indirect, punitive, special, exemplary, incidental, consequential or other damages of any type or kind (including personal injury, property damage, loss of data, lost revenue and/or profits, loss of use or other economic advantage) related to, in connection with, or otherwise resulting from any of the services, regardless of the negligence of paydel, even if paydel has been advised of the possibility of such damages.

Paydel and/or its licensors shall not be liable for any loss, damage or injury which may be incurred by you, including but not limited to loss, damage or injury arising out of, or in any way connected with the services, including but not limited to the use or inability to use the services, any reliance placed by you on the completeness, accuracy or existence of any advertising, or as a result of any relationship or transaction between you and any third party provider, advertiser or sponsor whose advertising appears on the website or is referred by the services, even if paydel and/or its licensors have been previously advised of the possibility of such damages.

Paydel shall not be liable for delay or failure in performance resulting from causes beyond paydel’s reasonable control. The services may be used by you to connect with third party providers, but you agree that paydel has no responsibility or liability to you related to any products, goods and/or services provided to you by third party providers other than as expressly set forth in these terms. Paydel will not bear any responsibility nor incur any liability to assess the suitability, legality or ability of any transporters and you expressly waive and release paydel from any and all liability, claims or damages arising from or in any way related to the transporters. Paydel will not be a party to disputes, negotiations of disputes between you and such transporters.

Responsibility for the decisions you make regarding services offered via the services (with all its implications) rests solely with you. You expressly waive and release any and all rights and benefits under the laws of the republic of uganda (or any analogous law of any other state). The quality of the logistics or transport services obtained through the use of the services is entirely the responsibility of transporter who ultimately provides such services to you, and you hereby acknowledge and agree that you use the transporter services entirely at your own risk.

Except as expressly stated herein, paydel will not be liable to you for any claims arising out of any logistics and/or transport services procured through the services. In any case, paydel’s aggregate liability shall in no event exceed the amounts actually paid by and/or due from you in the three (3) month period immediately preceding the event giving rise to such claim of liability.

Internet Delays

The Services may be subject to limitations, delays, and other problems inherent in the use of the internet and electronic communication. Paydel is not responsible for any delays, delivery failures, or any other liability, costs or damage resulting from such problems.

Notice

Paydel may give notice by means of a general notice on the Services, electronic mail to your email address in your account, telephone or text message to any telephone number provided in connection with your account, or by a notification message displayed on your account page. Such notice shall be deemed to have been given upon publication on the Services or upon the expiration of 12 hours after sending (if sent by email or telephone).

It shall be your responsibility to keep your contact information (including email address and telephone number) current and you will be deemed to have received any notice issued based on the contact information in your account, whether or not you actually receive it. You may give notice to Paydel, with such notice deemed given when received by Paydel, at any time through the email address paydelapp@gmail.com

Data Privacy

Paydel’s collection and use of personal information in connection with the Services is described in our Data Privacy Policy located at the terms of which are incorporated into these Terms. Any data, including personal data, shared with Paydel will be used in accordance with this Data Privacy Policy.

You will ensure that any personal information that comes into your possession as a result of these Terms including but not limited to any data or information in regard to Paydel, Paydel’s employees, the Transporters and their employees and third parties and their employees must be collected and processed in accordance with the provisions of the applicable data protection laws in your territory and any other applicable laws.

By accessing or using the Services, you hereby freely, unequivocally and expressly authorize Paydel to receive, record, process, store and transfer your data, including personal data, in accordance with the law and our Data Privacy Policy.

You hereby freely, unequivocally and expressly consent to the transfer of your data, including personal data, to third parties to be used for credit checks and other verification purposes.

Confidentiality

By accessing or using the Services, you hereby agree and undertake not to disclose to any person any confidential information concerning the business, affairs, customers, data, clients or suppliers of Paydel and the Transporters save as is expressly required by law. You also unequivocally agree not to use any information obtained through the Services for any purpose other than to procure fulfillment services through the Services.

Any violation of this provision shall warrant a charge, for each such violation, that shall be determined by Paydel in its sole discretion, bearing in mind:

1. the loss and expense occasioned by such loss; and
2. any deterrence measures Paydel may wish to pursue.

Publication of Information

If you provide Paydel any feedback, suggestions, or other information or ideas regarding the Service (“Feedback”), you hereby assign to Paydel all rights in the Feedback and agree that Paydel has the right to use such Feedback and related information in any manner it deems appropriate.

Paydel will treat any Feedback you provide as non-confidential and non-proprietary. You agree that you will not submit to Paydel any information or ideas that you consider to be confidential or proprietary.

Non-Solicitation

You shall not, except with the prior written consent of Paydel, attempt to solicit or entice away; or solicit or entice away, from the service of Paydel, the services of any Transporter, for any duration of time however brief. This provision shall continue in force for one (1) year subsequent to termination of usage of the Services.

In the event of a violation, you shall be liable to a penalty to be calculated as follows, for each person solicited or enticed away: the total gross revenue to Paydel, for the 12 months immediately preceding the solicitation event, supplied on average by a person of the same class as the Transporter.

Miscellaneous Provisions

Termination

In the event of breach on your part Paydel reserves the right to immediately terminate the Agreement forthwith, and /or close or suspend your Account. Paydel further reserves the right to terminate the Agreement by written notice.

Responsibility

If you authorize, assist, encourage or facilitate another person or entity to take any action related to the subject matter of these Terms with Paydel, you shall be deemed to have taken the action yourself.

Severability

If any portion of these Terms is held by a court of competent jurisdiction to be invalid or unenforceable, the remaining provisions of these Terms will remain in full force and effect, and any invalid or unenforceable portions shall be construed in a manner that most closely reflects the effect and intent of the original language. If such construction is not possible, the provision will be severed from these Terms, and the rest of the Terms shall remain in full force and effect.

Waivers

Any failure by Paydel to enforce any right or provision of these Terms shall in no way be construed to be a present or future waiver of such provision nor in any way affect our right to enforce such provision thereafter. All waivers by us must be acknowledged and agreed in writing. Successors and Assigns. These Terms will be binding upon, and inure to the benefit of Paydel and any contracting parties and their respective successors and assigns.

Assignment

You may not assign these Terms without the prior written approval of Paydel. Paydel may assign these Terms without your consent to (a) a parent, subsidiary or affiliate; (b) an acquirer of Paydel’s equity, business or assets; or (c) a successor by merger. Any purported assignment in violation of this section shall be void.

No Agency

No partnership, contract of employment, agency, joint venture or franchise relationship shall be created between you, Paydel or any Transporters as a result of these Terms or use of the Services. No Third Party Beneficiary. You acknowledge and agree that, except as otherwise expressly provided in these Terms, there shall be no third party beneficiary to any agreement entered into with Paydel.

Governing Law

These terms and conditions shall be governed by and construed in accordance with the laws of Kenya in which Paydel is located.

Headings

Headings are for reference purposes only and in no way define, limit, construe or describe the scope or extent of such section.

Contacts

All notices, complaints, recommendations and suggestions should be channeled via phone: +254 712 352 027 or E‐mail paydel@mail.com

Liability

Delivery Company is not liable for any damage to goods during transit. Delivery Company is also not liable for any indirect or consequential damages arising from the use of its services.

Intellectual Property

Paydel retains all intellectual property rights in the services provided, including all trademarks, trade names, logos, and other proprietary information.

Amendments

Paydel reserves the right to amend these terms and conditions at any time. The most current version of the terms and conditions can be found on the Delivery Company website.

FAQ’s

How is my product packed and delivered?

Every shipped item on Paydel is packed and shipped specifically to ensure the product arrives at your door. If you have additional questions about a specific product, you can contact our customer support team at +254712253027 - our team is happy to help answer any questions you have.

Do I have to be home to approve the package when it's delivered?

With the exception of orders where age verification is required, you don’t have to be home to approve a package when it arrives. Kindly only share the OTP to the person who will be receiving your goods on your behalf.

My friend wasn't home and missed their delivery

It is the sole responsibility of the customer to notify a gift recipient of a pending delivery. If the recipient is not available to receive the delivery and Paydel determines the delivery location is not ‘safe,’ Paydel is not responsible for a damaged product and/or additional shipping fees.

Where is my order?

You can check the status of your order by following the steps outlined below.

1. Go to your Paydel account
2. Click on the specific package
3. You will find your tracking link there

Please Note:

If you haven’t received your ‘Order Shipped’ email, your order may not have shipped out just yet. If your order has shipped and is scheduled to deliver today, please know our carriers will deliver packages anytime between 8am-8pm. The time of delivery is all subject to the local carrier. To request additional information about your order, please call our Customer Support line at +25412253027

How do I cancel my order?

Please call our Customer Support line at +254712253027 in order to cancel your order. If you placed an order for ASAP delivery: Cancellation requests must be received within 30 mins after placing the order.

If you placed an order for normal delivery: Cancellation requests must be received within a 2 hours before the order’s delivery time. In some cases changes or cancellations will not be possible due to reasons out of our control.

How do I change my address?

If you need to update an address, please contact our Customer Support team at 254712253027 within one hour after placing your order. We kindly ask customers to give Paydel and our partner shops time to act upon your request. For this reason we cannot guarantee address changes after this timeframe.

Paydel is not responsible for refunds or replacements of orders with incomplete, invalid, or incorrect addresses. The customer is responsible for checking their confirmation email at the time of placing their order. Additionally, we are not responsible for packages sent to recipients who are not available to accept packages on the delivery date. We are not able to reship packages that are returned to us by the carrier. Please take this into consideration when selecting your shipping address for an order.

What are Paydel’s Customer Support hours of operation?

We can be reached at 254712253027, 7 days a week from 8am- 5pm.

If your inquiry is about an existing order, please share your order date, name, and merchant for faster service.

I have tried to contact Paydel and received no response

We sincerely apologize if there are any delays in responding to your inquiry. We strive to put the customer first and resolve any issues as quickly as possible to keep our customers satisfied. During high volume periods (holidays, special events, etc.), our team may take a bit longer to respond due to the number of questions we receive. We will be sure to respond to all customer inquiries as quickly as we can.

My item(s) arrived damaged. What do I do?

We are very sorry to hear this! Please contact our Customer Support team at +254712253027 within 3 days of delivery with your order details and description of the damage. We understand that occasionally, items will get damaged, and we will work to remedy the solution with you.

How do I report missing item(s) ? My order is missing something or contains the wrong item(s)

We are very sorry to hear this! Please contact our Customer Support team by calling +254 712 253 027 within an hour of delivery. Our merchants are trying their very best to pack your order perfectly. However, sometimes mistakes are made. We will be sure to work with you and our merchant partners to resolve your issue as quickly as possible.

How do I report poor product quality?

We are dedicated to making sure that your order is packaged properly and shipped at the appropriate speed so it arrives at your doorstep in good condition and safe to consume. While we regularly adjust shipments to mitigate the risk of spoilage, occasionally packages are affected by conditions beyond our control, such as extreme seasonal temperatures.

How do I report that I received the wrong order?

We are very sorry to hear this! Please contact our Customer Support team at +254 712 253 027 within an hour of delivery. We understand that sometimes items get incorrectly shipped and we will work to resolve the situation quickly.

More Information about COVID-19 Related Delays

Some of our merchants have reported slight delays in orders they are currently fulfilling, due to the supply chain disruptions during the COVID-19 pandemic. Our merchants are continuing to operate following the safest standards to ship their products nationwide, but some supplies & packaging have longer lead times than usual which may cause a shipment delay for your order. In addition, our shipping partners are experiencing higher than normal volumes which may cause the shipment of your order to take longer than expected.

We greatly appreciate your patience and understanding during these unprecedented times.

License Grant & Restrictions

Subject to your compliance with these Terms, Paydel hereby grants you a non‐exclusive, non‐transferable, revocable right to (a) access and use its Fulfillment applications and related services (the “Applications”) solely in connection with your use of the Services; and (b) access and use of any content, information and related materials that may be made available through the Services solely for your personal, non-commercial use. All rights not expressly granted to you are reserved by Paydel and its licensors.

You hereby agree NOT to:

• License, sublicense, sell, resell, transfer, assign, distribute or otherwise commercially exploit or make available to any third party the Services;
• Remove any copyright, trademark or other proprietary notices from any portion of the Services and/or Applications;
• Reproduce, modify, prepare derivative works based upon, distribute, license, lease, sell, resell, transfer, publicly display, publicly perform, transmit, stream, broadcast or otherwise exploit the Services except as expressly permitted by Paydel;
• Attempt to gain unauthorized access to or impair any aspect of the Services or its related systems or networks;
• Send or store material containing viruses, worms, trojan horses or other harmful computer code, files, scripts, agents or programs;
• Interfere with or disrupt the integrity or performance of the Services or the information or data contained therein; or
• Interfere with or disrupt the integrity or performance of the Services or the information or data contained therein; or
• Create internet ‘links’ to, or ‘frame’ or ‘mirror’ the Services, or any portion of the Services;
• Decompile, reverse engineer or disassemble the Services except as may be permitted under applicable law;
• Build a product or service using similar ideas, features, functions or graphics of the Services;
• Copy any ideas, features, functions or graphics of the Services; or
• Cause or launch any program or scripts for the purpose of scraping, indexing, surveying, or otherwise data mining any portion of the Services, or which may make multiple server requests per second, or unduly burden or hinder the operation, performance and/or functionality of the Services.

Support

Users may contact Paydel for any support-related issues arising from the use of the Services by following the instructions on the Services. Representations and Warranties By using the Services, you expressly represent and warrant that you are legally permitted to enter into the Agreement.

The Services are not available to children (persons under the age of 18). By using the Services, you represent and warrant that you are at least 18 years old. By using the Services, you represent and warrant that you have the right, authority and capacity to enter into this agreement and to abide by the Terms. Your access and use of the Services is for your use and may not be resold to third parties.

When using the Services you agree to comply with all applicable laws of the Federal Republic of Uganda. You may only access the Services using authorized means. It is your responsibility to check to ensure you download the correct software for your device. Paydel is not liable if you do not have a compatible handset or if you have downloaded the wrong version of software for your device.

Paydel reserves the right to terminate this Agreement should you be accessing the Services with an incompatible or unauthorized device or Software. You agree that by using or accessing the Services:

• You will not alter, modify, translate, adapt, decompile, disassemble or reverse engineer the Applications or Services, nor any part of it;
• You will not send spam or otherwise duplicative or unsolicited messages in violation of applicable laws;
• You will not use the Services to cause nuisance, annoyance or inconvenience;
• You will not impair the proper operation of the Services;
• You will not copy, or distribute the Services or other content received as a result of access or use of the Services without written permission from Paydel;
• You will only use the Applications and Services for your own personal use and will not resell any portion of the Services to a third party;
• You will keep secure and confidential your account password or any identification we provide you which allows access to the Services;
• You agree to immediately notify Paydel of any unauthorized use, or suspected unauthorized use of your Account or any other breach of security. Paydel is not liable for any loss or damage arising from your failure to comply;
• You will provide Paydel with whatever proof of identity we may reasonably request;
• You will cooperate with Paydel and relevant authorities in all matters relating to the Services; and
• You will always act in compliance with applicable laws.

By using the Services with respect to fulfillment services for your goods, you agree that:

• You will only use the Services for lawful purposes; you will not use the Services for sending or storing any illegal or unlawful material or for fraudulent purposes;
• You are fully authorized to deal with the goods;
• You will not use the Services with respect to fulfillment of any cash, cash equivalents, jewellery, illegal, stolen or smuggled goods, counterfeit goods or undeclared hazardous goods and will indemnify Paydel against any liability arising from the carriage and storage of such goods;
• You will inform Paydel, in writing, if the goods are regulated by specific laws, licenses, guidelines or conditions, and will provide Paydel and the Transporters with specific and proper guidelines on the handling, storage and transportation of such goods, as relevant;
• You will not solicit or entice away the business or services of the Transporters from Paydel or the Services;
• You will only provide true and accurate information when using the Platform;
• You will not send or store infringing, obscene, threatening, libelous or otherwise unlawful or tortious material including material that violates third party rights;
• You will not try to harm the Transporters, their agents or the Services in any way whatsoever;
• You agree that Paydel will not be liable for any in-transit loss, damage, theft, destruction, or delayed delivery of any goods save as provided for under the Insurance clause.

In the event of breach on your part Paydel reserves the right to immediately terminate the Agreement forthwith. Paydel further reserves the right to terminate the Agreement by written notice.

Insurance

In the event that the goods are established to have been lost/ damaged either in transit or in the warehouses or distribution hubs during Paydel’s provision of the Services and Paydel or the Transporter is found liable, an insurance claim may be raised as set out below. Paydel will obtain and keep in force during the Term insurance policies covering warehoused goods.

Paydel shall require Transporters offering transport and logistics services seeking registration on its platforms, obtain and maintain insurance coverage against loss or damage for goods delivered in connection with the Services. Neither Paydel nor the Transporters will be liable for any damage before or after the goods are no longer in possession of Paydel or the Transporters.

You shall immediately inform Paydel of any dispute arising in relation to a delivery no later than 3 days after delivery.

Intellectual Property Ownership

Paydel alone (and its licensors, where applicable) shall own all right, title and interest, including all related intellectual property rights, in and to the Services and any suggestions, ideas, enhancement requests, feedback, recommendations or other information provided by you or any other party relating to the Services.

These Terms do not convey to you any rights of ownership in or related to the Services, or any intellectual property rights owned by Paydel. The Paydel name, Paydel logo, and the product names associated with the Services are trademarks of Paydel or third parties, and no right or license is granted to use them.

Third Party Interactions

The Services may be made available or accessed in connection with third party services and content (including advertising) that Paydel does not control. During use of the Services, you may, without limitation, enter into correspondence with, purchase goods and/or services from, or participate in promotions of third party providers, advertisers or sponsors.

You acknowledge that different terms of use, warranties, representations and privacy policies may apply to your use of such third party services and content and in no event shall Paydel be responsible or liable for any representations, products or services of such third party providers.

You acknowledge that your access and use of the Services in connection with third party services may be subject to terms set forth in the applicable third party’s terms and conditions. You acknowledge that the availability of the products, goods or services of third party providers on the Services is not an endorsement of the same by Paydel.

You hereby further acknowledge that where third party providers of goods and/or services require your agreement to additional or separate terms and conditions prior to your use of or access to such goods or services, Paydel will have no responsibility nor liability arising from such agreements between you and the third party providers.

Any third party interactions, and any terms, conditions, warranties or representations associated with such activity, are solely between you and the applicable third party. Paydel and its licensors shall have no liability, obligation or responsibility for any such correspondence, purchase, transaction or promotion between you and any such third party.

Paydel does not endorse any sites on the Internet that are linked through the Services, and in no event shall Paydel or its licensors be responsible for any content, products, services or other materials on or available from such sites or third party providers.

Paydel may rely on third party advertising and marketing supplied through the Services and other mechanisms to subsidize the Services. By agreeing to these Terms you agree to receive such advertising and marketing.

Paydel may compile and release information regarding you and your use of the Services on an anonymous basis as part of a customer profile or similar report or analysis. You agree that it is your responsibility to take reasonable precautions in all actions and interactions with any third party you interact with through the Services.

Indemnification

You agree that you shall defend, indemnify and hold Paydel, its licensors and each such party's parent organizations, subsidiaries, affiliates, officers, directors, members, employees and agents harmless from and against any and all claims, costs, damages, demands, losses, liabilities and expenses (including legal fees and costs) arising out of or in connection with:

1. your violation or breach of any of these Terms or any applicable law or regulation, whether or not referenced herein;
2. your violation of any rights of any third party, including providers of logistics or transport services arranged via the Services;
3. your use or misuse of the Services or services or goods obtained through your use of the Services;
4. Paydel’s use of your data and user content in accordance with these Terms; or
5. the the goods that are the subject of the Services.

Disclaimer Of Warranties

The services are provided to you strictly on an "as is" basis. All conditions, representations and warranties, whether express, implied, statutory or otherwise, including, without limitation, any implied warranty of merchantability, fitness for a particular purpose, or non‐infringement of third party rights, are hereby disclaimed by paydel to the extent applicable under law. Paydel makes no representation, warranty, or guarantee as to the reliability, timeliness, quality, suitability, availability, accuracy or completeness of the services.

Paydel makes no representations or warranties that

• the use of the services will be secure, timely, uninterrupted or error‐free or operate in combination with any other hardware, software, system or data,
• the services will meet your requirements or expectations,
• any stored data will be accurate or reliable,
• the quality of any products, services, information, or other material purchased or obtained by you through the services will meet your requirements or expectations,
• errors or defects in the services will be corrected, or
• the services or the server(s) that make the services available are free of viruses or other harmful components.

Paydel makes no representation, warranty, or guarantee as to the reliability, safety, timeliness, quality, suitability or availability of any services, products or goods supplied by third parties through the use of the services.

Paydel does not guarantee the suitability, legality, regulatory compliance, quality or ability of a transporter, used through the services. You acknowledge and agree that the entire risk arising out of your use of the services, and any third party services or products remains solely with you.

Limitation Of Liability

Paydel and/or its licensors shall not be liable to anyone for any indirect, punitive, special, exemplary, incidental, consequential or other damages of any type or kind (including personal injury, property damage, loss of data, lost revenue and/or profits, loss of use or other economic advantage) related to, in connection with, or otherwise resulting from any of the services, regardless of the negligence of paydel, even if paydel has been advised of the possibility of such damages.

Paydel and/or its licensors shall not be liable for any loss, damage or injury which may be incurred by you, including but not limited to loss, damage or injury arising out of, or in any way connected with the services, including but not limited to the use or inability to use the services, any reliance placed by you on the completeness, accuracy or existence of any advertising, or as a result of any relationship or transaction between you and any third party provider, advertiser or sponsor whose advertising appears on the website or is referred by the services, even if paydel and/or its licensors have been previously advised of the possibility of such damages.

Paydel shall not be liable for delay or failure in performance resulting from causes beyond paydel’s reasonable control. The services may be used by you to connect with third party providers, but you agree that paydel has no responsibility or liability to you related to any products, goods and/or services provided to you by third party providers other than as expressly set forth in these terms. Paydel will not bear any responsibility nor incur any liability to assess the suitability, legality or ability of any transporters and you expressly waive and release paydel from any and all liability, claims or damages arising from or in any way related to the transporters. Paydel will not be a party to disputes, negotiations of disputes between you and such transporters.

Responsibility for the decisions you make regarding services offered via the services (with all its implications) rests solely with you. You expressly waive and release any and all rights and benefits under the laws of the republic of uganda (or any analogous law of any other state). The quality of the logistics or transport services obtained through the use of the services is entirely the responsibility of transporter who ultimately provides such services to you, and you hereby acknowledge and agree that you use the transporter services entirely at your own risk.

Except as expressly stated herein, paydel will not be liable to you for any claims arising out of any logistics and/or transport services procured through the services. In any case, paydel’s aggregate liability shall in no event exceed the amounts actually paid by and/or due from you in the three (3) month period immediately preceding the event giving rise to such claim of liability.

Internet Delays

The Services may be subject to limitations, delays, and other problems inherent in the use of the internet and electronic communication. Paydel is not responsible for any delays, delivery failures, or any other liability, costs or damage resulting from such problems.

Notice

Paydel may give notice by means of a general notice on the Services, electronic mail to your email address in your account, telephone or text message to any telephone number provided in connection with your account, or by a notification message displayed on your account page. Such notice shall be deemed to have been given upon publication on the Services or upon the expiration of 12 hours after sending (if sent by email or telephone).

It shall be your responsibility to keep your contact information (including email address and telephone number) current and you will be deemed to have received any notice issued based on the contact information in your account, whether or not you actually receive it. You may give notice to Paydel, with such notice deemed given when received by Paydel, at any time through the email address paydelapp@gmail.com

Data Privacy

Paydel’s collection and use of personal information in connection with the Services is described in our Data Privacy Policy located at the terms of which are incorporated into these Terms. Any data, including personal data, shared with Paydel will be used in accordance with this Data Privacy Policy.

You will ensure that any personal information that comes into your possession as a result of these Terms including but not limited to any data or information in regard to Paydel, Paydel’s employees, the Transporters and their employees and third parties and their employees must be collected and processed in accordance with the provisions of the applicable data protection laws in your territory and any other applicable laws.

By accessing or using the Services, you hereby freely, unequivocally and expressly authorize Paydel to receive, record, process, store and transfer your data, including personal data, in accordance with the law and our Data Privacy Policy.

You hereby freely, unequivocally and expressly consent to the transfer of your data, including personal data, to third parties to be used for credit checks and other verification purposes.

Confidentiality

By accessing or using the Services, you hereby agree and undertake not to disclose to any person any confidential information concerning the business, affairs, customers, data, clients or suppliers of Paydel and the Transporters save as is expressly required by law. You also unequivocally agree not to use any information obtained through the Services for any purpose other than to procure fulfillment services through the Services.

Any violation of this provision shall warrant a charge, for each such violation, that shall be determined by Paydel in its sole discretion, bearing in mind:

1. the loss and expense occasioned by such loss; and
2. any deterrence measures Paydel may wish to pursue.

Publication of Information

If you provide Paydel any feedback, suggestions, or other information or ideas regarding the Service (“Feedback”), you hereby assign to Paydel all rights in the Feedback and agree that Paydel has the right to use such Feedback and related information in any manner it deems appropriate.

Paydel will treat any Feedback you provide as non-confidential and non-proprietary. You agree that you will not submit to Paydel any information or ideas that you consider to be confidential or proprietary.

Non-Solicitation

You shall not, except with the prior written consent of Paydel, attempt to solicit or entice away; or solicit or entice away, from the service of Paydel, the services of any Transporter, for any duration of time however brief. This provision shall continue in force for one (1) year subsequent to termination of usage of the Services.

In the event of a violation, you shall be liable to a penalty to be calculated as follows, for each person solicited or enticed away: the total gross revenue to Paydel, for the 12 months immediately preceding the solicitation event, supplied on average by a person of the same class as the Transporter.

Miscellaneous Provisions

Termination

In the event of breach on your part Paydel reserves the right to immediately terminate the Agreement forthwith, and /or close or suspend your Account. Paydel further reserves the right to terminate the Agreement by written notice.

Responsibility

If you authorize, assist, encourage or facilitate another person or entity to take any action related to the subject matter of these Terms with Paydel, you shall be deemed to have taken the action yourself.

Severability

If any portion of these Terms is held by a court of competent jurisdiction to be invalid or unenforceable, the remaining provisions of these Terms will remain in full force and effect, and any invalid or unenforceable portions shall be construed in a manner that most closely reflects the effect and intent of the original language. If such construction is not possible, the provision will be severed from these Terms, and the rest of the Terms shall remain in full force and effect.

Waivers

Any failure by Paydel to enforce any right or provision of these Terms shall in no way be construed to be a present or future waiver of such provision nor in any way affect our right to enforce such provision thereafter. All waivers by us must be acknowledged and agreed in writing. Successors and Assigns. These Terms will be binding upon, and inure to the benefit of Paydel and any contracting parties and their respective successors and assigns.

Assignment

You may not assign these Terms without the prior written approval of Paydel. Paydel may assign these Terms without your consent to (a) a parent, subsidiary or affiliate; (b) an acquirer of Paydel’s equity, business or assets; or (c) a successor by merger. Any purported assignment in violation of this section shall be void.

No Agency

No partnership, contract of employment, agency, joint venture or franchise relationship shall be created between you, Paydel or any Transporters as a result of these Terms or use of the Services. No Third Party Beneficiary. You acknowledge and agree that, except as otherwise expressly provided in these Terms, there shall be no third party beneficiary to any agreement entered into with Paydel.

Governing Law

These terms and conditions shall be governed by and construed in accordance with the laws of Kenya in which Paydel is located.

Headings

Headings are for reference purposes only and in no way define, limit, construe or describe the scope or extent of such section.

Contacts

All notices, complaints, recommendations and suggestions should be channeled via phone: +254 712 352 027 or E‐mail paydel@mail.com

Liability

Delivery Company is not liable for any damage to goods during transit. Delivery Company is also not liable for any indirect or consequential damages arising from the use of its services.

Intellectual Property

Paydel retains all intellectual property rights in the services provided, including all trademarks, trade names, logos, and other proprietary information.

Amendments

Paydel reserves the right to amend these terms and conditions at any time. The most current version of the terms and conditions can be found on the Delivery Company website.

FAQ’s

How is my product packed and delivered?

Every shipped item on Paydel is packed and shipped specifically to ensure the product arrives at your door. If you have additional questions about a specific product, you can contact our customer support team at +254712253027 - our team is happy to help answer any questions you have.

Do I have to be home to approve the package when it's delivered?

With the exception of orders where age verification is required, you don’t have to be home to approve a package when it arrives. Kindly only share the OTP to the person who will be receiving your goods on your behalf.

My friend wasn't home and missed their delivery

It is the sole responsibility of the customer to notify a gift recipient of a pending delivery. If the recipient is not available to receive the delivery and Paydel determines the delivery location is not ‘safe,’ Paydel is not responsible for a damaged product and/or additional shipping fees.

Where is my order?

You can check the status of your order by following the steps outlined below.

1. Go to your Paydel account
2. Click on the specific package
3. You will find your tracking link there

Please Note:

If you haven’t received your ‘Order Shipped’ email, your order may not have shipped out just yet. If your order has shipped and is scheduled to deliver today, please know our carriers will deliver packages anytime between 8am-8pm. The time of delivery is all subject to the local carrier. To request additional information about your order, please call our Customer Support line at +25412253027

How do I cancel my order?

Please call our Customer Support line at +254712253027 in order to cancel your order. If you placed an order for ASAP delivery: Cancellation requests must be received within 30 mins after placing the order.

If you placed an order for normal delivery: Cancellation requests must be received within a 2 hours before the order’s delivery time. In some cases changes or cancellations will not be possible due to reasons out of our control.

How do I change my address?

If you need to update an address, please contact our Customer Support team at 254712253027 within one hour after placing your order. We kindly ask customers to give Paydel and our partner shops time to act upon your request. For this reason we cannot guarantee address changes after this timeframe.

Paydel is not responsible for refunds or replacements of orders with incomplete, invalid, or incorrect addresses. The customer is responsible for checking their confirmation email at the time of placing their order. Additionally, we are not responsible for packages sent to recipients who are not available to accept packages on the delivery date. We are not able to reship packages that are returned to us by the carrier. Please take this into consideration when selecting your shipping address for an order.

What are Paydel’s Customer Support hours of operation?

We can be reached at 254712253027, 7 days a week from 8am- 5pm.

If your inquiry is about an existing order, please share your order date, name, and merchant for faster service.

I have tried to contact Paydel and received no response

We sincerely apologize if there are any delays in responding to your inquiry. We strive to put the customer first and resolve any issues as quickly as possible to keep our customers satisfied. During high volume periods (holidays, special events, etc.), our team may take a bit longer to respond due to the number of questions we receive. We will be sure to respond to all customer inquiries as quickly as we can.

My item(s) arrived damaged. What do I do?

We are very sorry to hear this! Please contact our Customer Support team at +254712253027 within 3 days of delivery with your order details and description of the damage. We understand that occasionally, items will get damaged, and we will work to remedy the solution with you.

How do I report missing item(s) ? My order is missing something or contains the wrong item(s)

We are very sorry to hear this! Please contact our Customer Support team by calling +254 712 253 027 within an hour of delivery. Our merchants are trying their very best to pack your order perfectly. However, sometimes mistakes are made. We will be sure to work with you and our merchant partners to resolve your issue as quickly as possible.

How do I report poor product quality?

We are dedicated to making sure that your order is packaged properly and shipped at the appropriate speed so it arrives at your doorstep in good condition and safe to consume. While we regularly adjust shipments to mitigate the risk of spoilage, occasionally packages are affected by conditions beyond our control, such as extreme seasonal temperatures.

How do I report that I received the wrong order?

We are very sorry to hear this! Please contact our Customer Support team at +254 712 253 027 within an hour of delivery. We understand that sometimes items get incorrectly shipped and we will work to resolve the situation quickly.

More Information about COVID-19 Related Delays

Some of our merchants have reported slight delays in orders they are currently fulfilling, due to the supply chain disruptions during the COVID-19 pandemic. Our merchants are continuing to operate following the safest standards to ship their products nationwide, but some supplies & packaging have longer lead times than usual which may cause a shipment delay for your order. In addition, our shipping partners are experiencing higher than normal volumes which may cause the shipment of your order to take longer than expected.

We greatly appreciate your patience and understanding during these unprecedented times.

Support

Users may contact Paydel for any support-related issues arising from the use of the Services by following the instructions on the Services. Representations and Warranties By using the Services, you expressly represent and warrant that you are legally permitted to enter into the Agreement.

The Services are not available to children (persons under the age of 18). By using the Services, you represent and warrant that you are at least 18 years old. By using the Services, you represent and warrant that you have the right, authority and capacity to enter into this agreement and to abide by the Terms. Your access and use of the Services is for your use and may not be resold to third parties.

When using the Services you agree to comply with all applicable laws of the Federal Republic of Uganda. You may only access the Services using authorized means. It is your responsibility to check to ensure you download the correct software for your device. Paydel is not liable if you do not have a compatible handset or if you have downloaded the wrong version of software for your device.

Paydel reserves the right to terminate this Agreement should you be accessing the Services with an incompatible or unauthorized device or Software. You agree that by using or accessing the Services:

• You will not alter, modify, translate, adapt, decompile, disassemble or reverse engineer the Applications or Services, nor any part of it;
• You will not send spam or otherwise duplicative or unsolicited messages in violation of applicable laws;
• You will not use the Services to cause nuisance, annoyance or inconvenience;
• You will not impair the proper operation of the Services;
• You will not copy, or distribute the Services or other content received as a result of access or use of the Services without written permission from Paydel;
• You will only use the Applications and Services for your own personal use and will not resell any portion of the Services to a third party;
• You will keep secure and confidential your account password or any identification we provide you which allows access to the Services;
• You agree to immediately notify Paydel of any unauthorized use, or suspected unauthorized use of your Account or any other breach of security. Paydel is not liable for any loss or damage arising from your failure to comply;
• You will provide Paydel with whatever proof of identity we may reasonably request;
• You will cooperate with Paydel and relevant authorities in all matters relating to the Services; and
• You will always act in compliance with applicable laws.

By using the Services with respect to fulfillment services for your goods, you agree that:

• You will only use the Services for lawful purposes; you will not use the Services for sending or storing any illegal or unlawful material or for fraudulent purposes;
• You are fully authorized to deal with the goods;
• You will not use the Services with respect to fulfillment of any cash, cash equivalents, jewellery, illegal, stolen or smuggled goods, counterfeit goods or undeclared hazardous goods and will indemnify Paydel against any liability arising from the carriage and storage of such goods;
• You will inform Paydel, in writing, if the goods are regulated by specific laws, licenses, guidelines or conditions, and will provide Paydel and the Transporters with specific and proper guidelines on the handling, storage and transportation of such goods, as relevant;
• You will not solicit or entice away the business or services of the Transporters from Paydel or the Services;
• You will only provide true and accurate information when using the Platform;
• You will not send or store infringing, obscene, threatening, libelous or otherwise unlawful or tortious material including material that violates third party rights;
• You will not try to harm the Transporters, their agents or the Services in any way whatsoever;
• You agree that Paydel will not be liable for any in-transit loss, damage, theft, destruction, or delayed delivery of any goods save as provided for under the Insurance clause.

In the event of breach on your part Paydel reserves the right to immediately terminate the Agreement forthwith. Paydel further reserves the right to terminate the Agreement by written notice.

Insurance

In the event that the goods are established to have been lost/ damaged either in transit or in the warehouses or distribution hubs during Paydel’s provision of the Services and Paydel or the Transporter is found liable, an insurance claim may be raised as set out below. Paydel will obtain and keep in force during the Term insurance policies covering warehoused goods.

Paydel shall require Transporters offering transport and logistics services seeking registration on its platforms, obtain and maintain insurance coverage against loss or damage for goods delivered in connection with the Services. Neither Paydel nor the Transporters will be liable for any damage before or after the goods are no longer in possession of Paydel or the Transporters.

You shall immediately inform Paydel of any dispute arising in relation to a delivery no later than 3 days after delivery.

Intellectual Property Ownership

Paydel alone (and its licensors, where applicable) shall own all right, title and interest, including all related intellectual property rights, in and to the Services and any suggestions, ideas, enhancement requests, feedback, recommendations or other information provided by you or any other party relating to the Services.

These Terms do not convey to you any rights of ownership in or related to the Services, or any intellectual property rights owned by Paydel. The Paydel name, Paydel logo, and the product names associated with the Services are trademarks of Paydel or third parties, and no right or license is granted to use them.

Third Party Interactions

The Services may be made available or accessed in connection with third party services and content (including advertising) that Paydel does not control. During use of the Services, you may, without limitation, enter into correspondence with, purchase goods and/or services from, or participate in promotions of third party providers, advertisers or sponsors.

You acknowledge that different terms of use, warranties, representations and privacy policies may apply to your use of such third party services and content and in no event shall Paydel be responsible or liable for any representations, products or services of such third party providers.

You acknowledge that your access and use of the Services in connection with third party services may be subject to terms set forth in the applicable third party’s terms and conditions. You acknowledge that the availability of the products, goods or services of third party providers on the Services is not an endorsement of the same by Paydel.

You hereby further acknowledge that where third party providers of goods and/or services require your agreement to additional or separate terms and conditions prior to your use of or access to such goods or services, Paydel will have no responsibility nor liability arising from such agreements between you and the third party providers.

Any third party interactions, and any terms, conditions, warranties or representations associated with such activity, are solely between you and the applicable third party. Paydel and its licensors shall have no liability, obligation or responsibility for any such correspondence, purchase, transaction or promotion between you and any such third party.

Paydel does not endorse any sites on the Internet that are linked through the Services, and in no event shall Paydel or its licensors be responsible for any content, products, services or other materials on or available from such sites or third party providers.

Paydel may rely on third party advertising and marketing supplied through the Services and other mechanisms to subsidize the Services. By agreeing to these Terms you agree to receive such advertising and marketing.

Paydel may compile and release information regarding you and your use of the Services on an anonymous basis as part of a customer profile or similar report or analysis. You agree that it is your responsibility to take reasonable precautions in all actions and interactions with any third party you interact with through the Services.

Indemnification

You agree that you shall defend, indemnify and hold Paydel, its licensors and each such party's parent organizations, subsidiaries, affiliates, officers, directors, members, employees and agents harmless from and against any and all claims, costs, damages, demands, losses, liabilities and expenses (including legal fees and costs) arising out of or in connection with:

1. your violation or breach of any of these Terms or any applicable law or regulation, whether or not referenced herein;
2. your violation of any rights of any third party, including providers of logistics or transport services arranged via the Services;
3. your use or misuse of the Services or services or goods obtained through your use of the Services;
4. Paydel’s use of your data and user content in accordance with these Terms; or
5. the the goods that are the subject of the Services.

Disclaimer Of Warranties

The services are provided to you strictly on an "as is" basis. All conditions, representations and warranties, whether express, implied, statutory or otherwise, including, without limitation, any implied warranty of merchantability, fitness for a particular purpose, or non‐infringement of third party rights, are hereby disclaimed by paydel to the extent applicable under law. Paydel makes no representation, warranty, or guarantee as to the reliability, timeliness, quality, suitability, availability, accuracy or completeness of the services.

Paydel makes no representations or warranties that

• the use of the services will be secure, timely, uninterrupted or error‐free or operate in combination with any other hardware, software, system or data,
• the services will meet your requirements or expectations,
• any stored data will be accurate or reliable,
• the quality of any products, services, information, or other material purchased or obtained by you through the services will meet your requirements or expectations,
• errors or defects in the services will be corrected, or
• the services or the server(s) that make the services available are free of viruses or other harmful components.

Paydel makes no representation, warranty, or guarantee as to the reliability, safety, timeliness, quality, suitability or availability of any services, products or goods supplied by third parties through the use of the services.

Paydel does not guarantee the suitability, legality, regulatory compliance, quality or ability of a transporter, used through the services. You acknowledge and agree that the entire risk arising out of your use of the services, and any third party services or products remains solely with you.

Limitation Of Liability

Paydel and/or its licensors shall not be liable to anyone for any indirect, punitive, special, exemplary, incidental, consequential or other damages of any type or kind (including personal injury, property damage, loss of data, lost revenue and/or profits, loss of use or other economic advantage) related to, in connection with, or otherwise resulting from any of the services, regardless of the negligence of paydel, even if paydel has been advised of the possibility of such damages.

Paydel and/or its licensors shall not be liable for any loss, damage or injury which may be incurred by you, including but not limited to loss, damage or injury arising out of, or in any way connected with the services, including but not limited to the use or inability to use the services, any reliance placed by you on the completeness, accuracy or existence of any advertising, or as a result of any relationship or transaction between you and any third party provider, advertiser or sponsor whose advertising appears on the website or is referred by the services, even if paydel and/or its licensors have been previously advised of the possibility of such damages.

Paydel shall not be liable for delay or failure in performance resulting from causes beyond paydel’s reasonable control. The services may be used by you to connect with third party providers, but you agree that paydel has no responsibility or liability to you related to any products, goods and/or services provided to you by third party providers other than as expressly set forth in these terms. Paydel will not bear any responsibility nor incur any liability to assess the suitability, legality or ability of any transporters and you expressly waive and release paydel from any and all liability, claims or damages arising from or in any way related to the transporters. Paydel will not be a party to disputes, negotiations of disputes between you and such transporters.

Responsibility for the decisions you make regarding services offered via the services (with all its implications) rests solely with you. You expressly waive and release any and all rights and benefits under the laws of the republic of uganda (or any analogous law of any other state). The quality of the logistics or transport services obtained through the use of the services is entirely the responsibility of transporter who ultimately provides such services to you, and you hereby acknowledge and agree that you use the transporter services entirely at your own risk.

Except as expressly stated herein, paydel will not be liable to you for any claims arising out of any logistics and/or transport services procured through the services. In any case, paydel’s aggregate liability shall in no event exceed the amounts actually paid by and/or due from you in the three (3) month period immediately preceding the event giving rise to such claim of liability.

Internet Delays

The Services may be subject to limitations, delays, and other problems inherent in the use of the internet and electronic communication. Paydel is not responsible for any delays, delivery failures, or any other liability, costs or damage resulting from such problems.

Notice

Paydel may give notice by means of a general notice on the Services, electronic mail to your email address in your account, telephone or text message to any telephone number provided in connection with your account, or by a notification message displayed on your account page. Such notice shall be deemed to have been given upon publication on the Services or upon the expiration of 12 hours after sending (if sent by email or telephone).

It shall be your responsibility to keep your contact information (including email address and telephone number) current and you will be deemed to have received any notice issued based on the contact information in your account, whether or not you actually receive it. You may give notice to Paydel, with such notice deemed given when received by Paydel, at any time through the email address paydelapp@gmail.com

Data Privacy

Paydel’s collection and use of personal information in connection with the Services is described in our Data Privacy Policy located at the terms of which are incorporated into these Terms. Any data, including personal data, shared with Paydel will be used in accordance with this Data Privacy Policy.

You will ensure that any personal information that comes into your possession as a result of these Terms including but not limited to any data or information in regard to Paydel, Paydel’s employees, the Transporters and their employees and third parties and their employees must be collected and processed in accordance with the provisions of the applicable data protection laws in your territory and any other applicable laws.

By accessing or using the Services, you hereby freely, unequivocally and expressly authorize Paydel to receive, record, process, store and transfer your data, including personal data, in accordance with the law and our Data Privacy Policy.

You hereby freely, unequivocally and expressly consent to the transfer of your data, including personal data, to third parties to be used for credit checks and other verification purposes.

Confidentiality

By accessing or using the Services, you hereby agree and undertake not to disclose to any person any confidential information concerning the business, affairs, customers, data, clients or suppliers of Paydel and the Transporters save as is expressly required by law. You also unequivocally agree not to use any information obtained through the Services for any purpose other than to procure fulfillment services through the Services.

Any violation of this provision shall warrant a charge, for each such violation, that shall be determined by Paydel in its sole discretion, bearing in mind:

1. the loss and expense occasioned by such loss; and
2. any deterrence measures Paydel may wish to pursue.

Publication of Information

If you provide Paydel any feedback, suggestions, or other information or ideas regarding the Service (“Feedback”), you hereby assign to Paydel all rights in the Feedback and agree that Paydel has the right to use such Feedback and related information in any manner it deems appropriate.

Paydel will treat any Feedback you provide as non-confidential and non-proprietary. You agree that you will not submit to Paydel any information or ideas that you consider to be confidential or proprietary.

Non-Solicitation

You shall not, except with the prior written consent of Paydel, attempt to solicit or entice away; or solicit or entice away, from the service of Paydel, the services of any Transporter, for any duration of time however brief. This provision shall continue in force for one (1) year subsequent to termination of usage of the Services.

In the event of a violation, you shall be liable to a penalty to be calculated as follows, for each person solicited or enticed away: the total gross revenue to Paydel, for the 12 months immediately preceding the solicitation event, supplied on average by a person of the same class as the Transporter.

Miscellaneous Provisions

Termination

In the event of breach on your part Paydel reserves the right to immediately terminate the Agreement forthwith, and /or close or suspend your Account. Paydel further reserves the right to terminate the Agreement by written notice.

Responsibility

If you authorize, assist, encourage or facilitate another person or entity to take any action related to the subject matter of these Terms with Paydel, you shall be deemed to have taken the action yourself.

Severability

If any portion of these Terms is held by a court of competent jurisdiction to be invalid or unenforceable, the remaining provisions of these Terms will remain in full force and effect, and any invalid or unenforceable portions shall be construed in a manner that most closely reflects the effect and intent of the original language. If such construction is not possible, the provision will be severed from these Terms, and the rest of the Terms shall remain in full force and effect.

Waivers

Any failure by Paydel to enforce any right or provision of these Terms shall in no way be construed to be a present or future waiver of such provision nor in any way affect our right to enforce such provision thereafter. All waivers by us must be acknowledged and agreed in writing. Successors and Assigns. These Terms will be binding upon, and inure to the benefit of Paydel and any contracting parties and their respective successors and assigns.

Assignment

You may not assign these Terms without the prior written approval of Paydel. Paydel may assign these Terms without your consent to (a) a parent, subsidiary or affiliate; (b) an acquirer of Paydel’s equity, business or assets; or (c) a successor by merger. Any purported assignment in violation of this section shall be void.

No Agency

No partnership, contract of employment, agency, joint venture or franchise relationship shall be created between you, Paydel or any Transporters as a result of these Terms or use of the Services. No Third Party Beneficiary. You acknowledge and agree that, except as otherwise expressly provided in these Terms, there shall be no third party beneficiary to any agreement entered into with Paydel.

Governing Law

These terms and conditions shall be governed by and construed in accordance with the laws of Kenya in which Paydel is located.

Headings

Headings are for reference purposes only and in no way define, limit, construe or describe the scope or extent of such section.

Contacts

All notices, complaints, recommendations and suggestions should be channeled via phone: +254 712 352 027 or E‐mail paydel@mail.com

Liability

Delivery Company is not liable for any damage to goods during transit. Delivery Company is also not liable for any indirect or consequential damages arising from the use of its services.

Intellectual Property

Paydel retains all intellectual property rights in the services provided, including all trademarks, trade names, logos, and other proprietary information.

Amendments

Paydel reserves the right to amend these terms and conditions at any time. The most current version of the terms and conditions can be found on the Delivery Company website.

FAQ’s

How is my product packed and delivered?

Every shipped item on Paydel is packed and shipped specifically to ensure the product arrives at your door. If you have additional questions about a specific product, you can contact our customer support team at +254712253027 - our team is happy to help answer any questions you have.

Do I have to be home to approve the package when it's delivered?

With the exception of orders where age verification is required, you don’t have to be home to approve a package when it arrives. Kindly only share the OTP to the person who will be receiving your goods on your behalf.

My friend wasn't home and missed their delivery

It is the sole responsibility of the customer to notify a gift recipient of a pending delivery. If the recipient is not available to receive the delivery and Paydel determines the delivery location is not ‘safe,’ Paydel is not responsible for a damaged product and/or additional shipping fees.

Where is my order?

You can check the status of your order by following the steps outlined below.

1. Go to your Paydel account
2. Click on the specific package
3. You will find your tracking link there

Please Note:

If you haven’t received your ‘Order Shipped’ email, your order may not have shipped out just yet. If your order has shipped and is scheduled to deliver today, please know our carriers will deliver packages anytime between 8am-8pm. The time of delivery is all subject to the local carrier. To request additional information about your order, please call our Customer Support line at +25412253027

How do I cancel my order?

Please call our Customer Support line at +254712253027 in order to cancel your order. If you placed an order for ASAP delivery: Cancellation requests must be received within 30 mins after placing the order.

If you placed an order for normal delivery: Cancellation requests must be received within a 2 hours before the order’s delivery time. In some cases changes or cancellations will not be possible due to reasons out of our control.

How do I change my address?

If you need to update an address, please contact our Customer Support team at 254712253027 within one hour after placing your order. We kindly ask customers to give Paydel and our partner shops time to act upon your request. For this reason we cannot guarantee address changes after this timeframe.

Paydel is not responsible for refunds or replacements of orders with incomplete, invalid, or incorrect addresses. The customer is responsible for checking their confirmation email at the time of placing their order. Additionally, we are not responsible for packages sent to recipients who are not available to accept packages on the delivery date. We are not able to reship packages that are returned to us by the carrier. Please take this into consideration when selecting your shipping address for an order.

What are Paydel’s Customer Support hours of operation?

We can be reached at 254712253027, 7 days a week from 8am- 5pm.

If your inquiry is about an existing order, please share your order date, name, and merchant for faster service.

I have tried to contact Paydel and received no response

We sincerely apologize if there are any delays in responding to your inquiry. We strive to put the customer first and resolve any issues as quickly as possible to keep our customers satisfied. During high volume periods (holidays, special events, etc.), our team may take a bit longer to respond due to the number of questions we receive. We will be sure to respond to all customer inquiries as quickly as we can.

My item(s) arrived damaged. What do I do?

We are very sorry to hear this! Please contact our Customer Support team at +254712253027 within 3 days of delivery with your order details and description of the damage. We understand that occasionally, items will get damaged, and we will work to remedy the solution with you.

How do I report missing item(s) ? My order is missing something or contains the wrong item(s)

We are very sorry to hear this! Please contact our Customer Support team by calling +254 712 253 027 within an hour of delivery. Our merchants are trying their very best to pack your order perfectly. However, sometimes mistakes are made. We will be sure to work with you and our merchant partners to resolve your issue as quickly as possible.

How do I report poor product quality?

We are dedicated to making sure that your order is packaged properly and shipped at the appropriate speed so it arrives at your doorstep in good condition and safe to consume. While we regularly adjust shipments to mitigate the risk of spoilage, occasionally packages are affected by conditions beyond our control, such as extreme seasonal temperatures.

How do I report that I received the wrong order?

We are very sorry to hear this! Please contact our Customer Support team at +254 712 253 027 within an hour of delivery. We understand that sometimes items get incorrectly shipped and we will work to resolve the situation quickly.

More Information about COVID-19 Related Delays

Some of our merchants have reported slight delays in orders they are currently fulfilling, due to the supply chain disruptions during the COVID-19 pandemic. Our merchants are continuing to operate following the safest standards to ship their products nationwide, but some supplies & packaging have longer lead times than usual which may cause a shipment delay for your order. In addition, our shipping partners are experiencing higher than normal volumes which may cause the shipment of your order to take longer than expected.

We greatly appreciate your patience and understanding during these unprecedented times.

Insurance

In the event that the goods are established to have been lost/ damaged either in transit or in the warehouses or distribution hubs during Paydel’s provision of the Services and Paydel or the Transporter is found liable, an insurance claim may be raised as set out below. Paydel will obtain and keep in force during the Term insurance policies covering warehoused goods.

Paydel shall require Transporters offering transport and logistics services seeking registration on its platforms, obtain and maintain insurance coverage against loss or damage for goods delivered in connection with the Services. Neither Paydel nor the Transporters will be liable for any damage before or after the goods are no longer in possession of Paydel or the Transporters.

You shall immediately inform Paydel of any dispute arising in relation to a delivery no later than 3 days after delivery.

Intellectual Property Ownership

Paydel alone (and its licensors, where applicable) shall own all right, title and interest, including all related intellectual property rights, in and to the Services and any suggestions, ideas, enhancement requests, feedback, recommendations or other information provided by you or any other party relating to the Services.

These Terms do not convey to you any rights of ownership in or related to the Services, or any intellectual property rights owned by Paydel. The Paydel name, Paydel logo, and the product names associated with the Services are trademarks of Paydel or third parties, and no right or license is granted to use them.

Third Party Interactions

The Services may be made available or accessed in connection with third party services and content (including advertising) that Paydel does not control. During use of the Services, you may, without limitation, enter into correspondence with, purchase goods and/or services from, or participate in promotions of third party providers, advertisers or sponsors.

You acknowledge that different terms of use, warranties, representations and privacy policies may apply to your use of such third party services and content and in no event shall Paydel be responsible or liable for any representations, products or services of such third party providers.

You acknowledge that your access and use of the Services in connection with third party services may be subject to terms set forth in the applicable third party’s terms and conditions. You acknowledge that the availability of the products, goods or services of third party providers on the Services is not an endorsement of the same by Paydel.

You hereby further acknowledge that where third party providers of goods and/or services require your agreement to additional or separate terms and conditions prior to your use of or access to such goods or services, Paydel will have no responsibility nor liability arising from such agreements between you and the third party providers.

Any third party interactions, and any terms, conditions, warranties or representations associated with such activity, are solely between you and the applicable third party. Paydel and its licensors shall have no liability, obligation or responsibility for any such correspondence, purchase, transaction or promotion between you and any such third party.

Paydel does not endorse any sites on the Internet that are linked through the Services, and in no event shall Paydel or its licensors be responsible for any content, products, services or other materials on or available from such sites or third party providers.

Paydel may rely on third party advertising and marketing supplied through the Services and other mechanisms to subsidize the Services. By agreeing to these Terms you agree to receive such advertising and marketing.

Paydel may compile and release information regarding you and your use of the Services on an anonymous basis as part of a customer profile or similar report or analysis. You agree that it is your responsibility to take reasonable precautions in all actions and interactions with any third party you interact with through the Services.

Indemnification

You agree that you shall defend, indemnify and hold Paydel, its licensors and each such party's parent organizations, subsidiaries, affiliates, officers, directors, members, employees and agents harmless from and against any and all claims, costs, damages, demands, losses, liabilities and expenses (including legal fees and costs) arising out of or in connection with:

1. your violation or breach of any of these Terms or any applicable law or regulation, whether or not referenced herein;
2. your violation of any rights of any third party, including providers of logistics or transport services arranged via the Services;
3. your use or misuse of the Services or services or goods obtained through your use of the Services;
4. Paydel’s use of your data and user content in accordance with these Terms; or
5. the the goods that are the subject of the Services.

Disclaimer Of Warranties

The services are provided to you strictly on an "as is" basis. All conditions, representations and warranties, whether express, implied, statutory or otherwise, including, without limitation, any implied warranty of merchantability, fitness for a particular purpose, or non‐infringement of third party rights, are hereby disclaimed by paydel to the extent applicable under law. Paydel makes no representation, warranty, or guarantee as to the reliability, timeliness, quality, suitability, availability, accuracy or completeness of the services.

Paydel makes no representations or warranties that

• the use of the services will be secure, timely, uninterrupted or error‐free or operate in combination with any other hardware, software, system or data,
• the services will meet your requirements or expectations,
• any stored data will be accurate or reliable,
• the quality of any products, services, information, or other material purchased or obtained by you through the services will meet your requirements or expectations,
• errors or defects in the services will be corrected, or
• the services or the server(s) that make the services available are free of viruses or other harmful components.

Paydel makes no representation, warranty, or guarantee as to the reliability, safety, timeliness, quality, suitability or availability of any services, products or goods supplied by third parties through the use of the services.

Paydel does not guarantee the suitability, legality, regulatory compliance, quality or ability of a transporter, used through the services. You acknowledge and agree that the entire risk arising out of your use of the services, and any third party services or products remains solely with you.

Limitation Of Liability

Paydel and/or its licensors shall not be liable to anyone for any indirect, punitive, special, exemplary, incidental, consequential or other damages of any type or kind (including personal injury, property damage, loss of data, lost revenue and/or profits, loss of use or other economic advantage) related to, in connection with, or otherwise resulting from any of the services, regardless of the negligence of paydel, even if paydel has been advised of the possibility of such damages.

Paydel and/or its licensors shall not be liable for any loss, damage or injury which may be incurred by you, including but not limited to loss, damage or injury arising out of, or in any way connected with the services, including but not limited to the use or inability to use the services, any reliance placed by you on the completeness, accuracy or existence of any advertising, or as a result of any relationship or transaction between you and any third party provider, advertiser or sponsor whose advertising appears on the website or is referred by the services, even if paydel and/or its licensors have been previously advised of the possibility of such damages.

Paydel shall not be liable for delay or failure in performance resulting from causes beyond paydel’s reasonable control. The services may be used by you to connect with third party providers, but you agree that paydel has no responsibility or liability to you related to any products, goods and/or services provided to you by third party providers other than as expressly set forth in these terms. Paydel will not bear any responsibility nor incur any liability to assess the suitability, legality or ability of any transporters and you expressly waive and release paydel from any and all liability, claims or damages arising from or in any way related to the transporters. Paydel will not be a party to disputes, negotiations of disputes between you and such transporters.

Responsibility for the decisions you make regarding services offered via the services (with all its implications) rests solely with you. You expressly waive and release any and all rights and benefits under the laws of the republic of uganda (or any analogous law of any other state). The quality of the logistics or transport services obtained through the use of the services is entirely the responsibility of transporter who ultimately provides such services to you, and you hereby acknowledge and agree that you use the transporter services entirely at your own risk.

Except as expressly stated herein, paydel will not be liable to you for any claims arising out of any logistics and/or transport services procured through the services. In any case, paydel’s aggregate liability shall in no event exceed the amounts actually paid by and/or due from you in the three (3) month period immediately preceding the event giving rise to such claim of liability.

Internet Delays

The Services may be subject to limitations, delays, and other problems inherent in the use of the internet and electronic communication. Paydel is not responsible for any delays, delivery failures, or any other liability, costs or damage resulting from such problems.

Notice

Paydel may give notice by means of a general notice on the Services, electronic mail to your email address in your account, telephone or text message to any telephone number provided in connection with your account, or by a notification message displayed on your account page. Such notice shall be deemed to have been given upon publication on the Services or upon the expiration of 12 hours after sending (if sent by email or telephone).

It shall be your responsibility to keep your contact information (including email address and telephone number) current and you will be deemed to have received any notice issued based on the contact information in your account, whether or not you actually receive it. You may give notice to Paydel, with such notice deemed given when received by Paydel, at any time through the email address paydelapp@gmail.com

Data Privacy

Paydel’s collection and use of personal information in connection with the Services is described in our Data Privacy Policy located at the terms of which are incorporated into these Terms. Any data, including personal data, shared with Paydel will be used in accordance with this Data Privacy Policy.

You will ensure that any personal information that comes into your possession as a result of these Terms including but not limited to any data or information in regard to Paydel, Paydel’s employees, the Transporters and their employees and third parties and their employees must be collected and processed in accordance with the provisions of the applicable data protection laws in your territory and any other applicable laws.

By accessing or using the Services, you hereby freely, unequivocally and expressly authorize Paydel to receive, record, process, store and transfer your data, including personal data, in accordance with the law and our Data Privacy Policy.

You hereby freely, unequivocally and expressly consent to the transfer of your data, including personal data, to third parties to be used for credit checks and other verification purposes.

Confidentiality

By accessing or using the Services, you hereby agree and undertake not to disclose to any person any confidential information concerning the business, affairs, customers, data, clients or suppliers of Paydel and the Transporters save as is expressly required by law. You also unequivocally agree not to use any information obtained through the Services for any purpose other than to procure fulfillment services through the Services.

Any violation of this provision shall warrant a charge, for each such violation, that shall be determined by Paydel in its sole discretion, bearing in mind:

1. the loss and expense occasioned by such loss; and
2. any deterrence measures Paydel may wish to pursue.

Publication of Information

If you provide Paydel any feedback, suggestions, or other information or ideas regarding the Service (“Feedback”), you hereby assign to Paydel all rights in the Feedback and agree that Paydel has the right to use such Feedback and related information in any manner it deems appropriate.

Paydel will treat any Feedback you provide as non-confidential and non-proprietary. You agree that you will not submit to Paydel any information or ideas that you consider to be confidential or proprietary.

Non-Solicitation

You shall not, except with the prior written consent of Paydel, attempt to solicit or entice away; or solicit or entice away, from the service of Paydel, the services of any Transporter, for any duration of time however brief. This provision shall continue in force for one (1) year subsequent to termination of usage of the Services.

In the event of a violation, you shall be liable to a penalty to be calculated as follows, for each person solicited or enticed away: the total gross revenue to Paydel, for the 12 months immediately preceding the solicitation event, supplied on average by a person of the same class as the Transporter.

Miscellaneous Provisions

Termination

In the event of breach on your part Paydel reserves the right to immediately terminate the Agreement forthwith, and /or close or suspend your Account. Paydel further reserves the right to terminate the Agreement by written notice.

Responsibility

If you authorize, assist, encourage or facilitate another person or entity to take any action related to the subject matter of these Terms with Paydel, you shall be deemed to have taken the action yourself.

Severability

If any portion of these Terms is held by a court of competent jurisdiction to be invalid or unenforceable, the remaining provisions of these Terms will remain in full force and effect, and any invalid or unenforceable portions shall be construed in a manner that most closely reflects the effect and intent of the original language. If such construction is not possible, the provision will be severed from these Terms, and the rest of the Terms shall remain in full force and effect.

Waivers

Any failure by Paydel to enforce any right or provision of these Terms shall in no way be construed to be a present or future waiver of such provision nor in any way affect our right to enforce such provision thereafter. All waivers by us must be acknowledged and agreed in writing. Successors and Assigns. These Terms will be binding upon, and inure to the benefit of Paydel and any contracting parties and their respective successors and assigns.

Assignment

You may not assign these Terms without the prior written approval of Paydel. Paydel may assign these Terms without your consent to (a) a parent, subsidiary or affiliate; (b) an acquirer of Paydel’s equity, business or assets; or (c) a successor by merger. Any purported assignment in violation of this section shall be void.

No Agency

No partnership, contract of employment, agency, joint venture or franchise relationship shall be created between you, Paydel or any Transporters as a result of these Terms or use of the Services. No Third Party Beneficiary. You acknowledge and agree that, except as otherwise expressly provided in these Terms, there shall be no third party beneficiary to any agreement entered into with Paydel.

Governing Law

These terms and conditions shall be governed by and construed in accordance with the laws of Kenya in which Paydel is located.

Headings

Headings are for reference purposes only and in no way define, limit, construe or describe the scope or extent of such section.

Contacts

All notices, complaints, recommendations and suggestions should be channeled via phone: +254 712 352 027 or E‐mail paydel@mail.com

Liability

Delivery Company is not liable for any damage to goods during transit. Delivery Company is also not liable for any indirect or consequential damages arising from the use of its services.

Intellectual Property

Paydel retains all intellectual property rights in the services provided, including all trademarks, trade names, logos, and other proprietary information.

Amendments

Paydel reserves the right to amend these terms and conditions at any time. The most current version of the terms and conditions can be found on the Delivery Company website.

FAQ’s

How is my product packed and delivered?

Every shipped item on Paydel is packed and shipped specifically to ensure the product arrives at your door. If you have additional questions about a specific product, you can contact our customer support team at +254712253027 - our team is happy to help answer any questions you have.

Do I have to be home to approve the package when it's delivered?

With the exception of orders where age verification is required, you don’t have to be home to approve a package when it arrives. Kindly only share the OTP to the person who will be receiving your goods on your behalf.

My friend wasn't home and missed their delivery

It is the sole responsibility of the customer to notify a gift recipient of a pending delivery. If the recipient is not available to receive the delivery and Paydel determines the delivery location is not ‘safe,’ Paydel is not responsible for a damaged product and/or additional shipping fees.

Where is my order?

You can check the status of your order by following the steps outlined below.

1. Go to your Paydel account
2. Click on the specific package
3. You will find your tracking link there

Please Note:

If you haven’t received your ‘Order Shipped’ email, your order may not have shipped out just yet. If your order has shipped and is scheduled to deliver today, please know our carriers will deliver packages anytime between 8am-8pm. The time of delivery is all subject to the local carrier. To request additional information about your order, please call our Customer Support line at +25412253027

How do I cancel my order?

Please call our Customer Support line at +254712253027 in order to cancel your order. If you placed an order for ASAP delivery: Cancellation requests must be received within 30 mins after placing the order.

If you placed an order for normal delivery: Cancellation requests must be received within a 2 hours before the order’s delivery time. In some cases changes or cancellations will not be possible due to reasons out of our control.

How do I change my address?

If you need to update an address, please contact our Customer Support team at 254712253027 within one hour after placing your order. We kindly ask customers to give Paydel and our partner shops time to act upon your request. For this reason we cannot guarantee address changes after this timeframe.

Paydel is not responsible for refunds or replacements of orders with incomplete, invalid, or incorrect addresses. The customer is responsible for checking their confirmation email at the time of placing their order. Additionally, we are not responsible for packages sent to recipients who are not available to accept packages on the delivery date. We are not able to reship packages that are returned to us by the carrier. Please take this into consideration when selecting your shipping address for an order.

What are Paydel’s Customer Support hours of operation?

We can be reached at 254712253027, 7 days a week from 8am- 5pm.

If your inquiry is about an existing order, please share your order date, name, and merchant for faster service.

I have tried to contact Paydel and received no response

We sincerely apologize if there are any delays in responding to your inquiry. We strive to put the customer first and resolve any issues as quickly as possible to keep our customers satisfied. During high volume periods (holidays, special events, etc.), our team may take a bit longer to respond due to the number of questions we receive. We will be sure to respond to all customer inquiries as quickly as we can.

My item(s) arrived damaged. What do I do?

We are very sorry to hear this! Please contact our Customer Support team at +254712253027 within 3 days of delivery with your order details and description of the damage. We understand that occasionally, items will get damaged, and we will work to remedy the solution with you.

How do I report missing item(s) ? My order is missing something or contains the wrong item(s)

We are very sorry to hear this! Please contact our Customer Support team by calling +254 712 253 027 within an hour of delivery. Our merchants are trying their very best to pack your order perfectly. However, sometimes mistakes are made. We will be sure to work with you and our merchant partners to resolve your issue as quickly as possible.

How do I report poor product quality?

We are dedicated to making sure that your order is packaged properly and shipped at the appropriate speed so it arrives at your doorstep in good condition and safe to consume. While we regularly adjust shipments to mitigate the risk of spoilage, occasionally packages are affected by conditions beyond our control, such as extreme seasonal temperatures.

How do I report that I received the wrong order?

We are very sorry to hear this! Please contact our Customer Support team at +254 712 253 027 within an hour of delivery. We understand that sometimes items get incorrectly shipped and we will work to resolve the situation quickly.

More Information about COVID-19 Related Delays

Some of our merchants have reported slight delays in orders they are currently fulfilling, due to the supply chain disruptions during the COVID-19 pandemic. Our merchants are continuing to operate following the safest standards to ship their products nationwide, but some supplies & packaging have longer lead times than usual which may cause a shipment delay for your order. In addition, our shipping partners are experiencing higher than normal volumes which may cause the shipment of your order to take longer than expected.

We greatly appreciate your patience and understanding during these unprecedented times.

Intellectual Property Ownership

Paydel alone (and its licensors, where applicable) shall own all right, title and interest, including all related intellectual property rights, in and to the Services and any suggestions, ideas, enhancement requests, feedback, recommendations or other information provided by you or any other party relating to the Services.

These Terms do not convey to you any rights of ownership in or related to the Services, or any intellectual property rights owned by Paydel. The Paydel name, Paydel logo, and the product names associated with the Services are trademarks of Paydel or third parties, and no right or license is granted to use them.

Third Party Interactions

The Services may be made available or accessed in connection with third party services and content (including advertising) that Paydel does not control. During use of the Services, you may, without limitation, enter into correspondence with, purchase goods and/or services from, or participate in promotions of third party providers, advertisers or sponsors.

You acknowledge that different terms of use, warranties, representations and privacy policies may apply to your use of such third party services and content and in no event shall Paydel be responsible or liable for any representations, products or services of such third party providers.

You acknowledge that your access and use of the Services in connection with third party services may be subject to terms set forth in the applicable third party’s terms and conditions. You acknowledge that the availability of the products, goods or services of third party providers on the Services is not an endorsement of the same by Paydel.

You hereby further acknowledge that where third party providers of goods and/or services require your agreement to additional or separate terms and conditions prior to your use of or access to such goods or services, Paydel will have no responsibility nor liability arising from such agreements between you and the third party providers.

Any third party interactions, and any terms, conditions, warranties or representations associated with such activity, are solely between you and the applicable third party. Paydel and its licensors shall have no liability, obligation or responsibility for any such correspondence, purchase, transaction or promotion between you and any such third party.

Paydel does not endorse any sites on the Internet that are linked through the Services, and in no event shall Paydel or its licensors be responsible for any content, products, services or other materials on or available from such sites or third party providers.

Paydel may rely on third party advertising and marketing supplied through the Services and other mechanisms to subsidize the Services. By agreeing to these Terms you agree to receive such advertising and marketing.

Paydel may compile and release information regarding you and your use of the Services on an anonymous basis as part of a customer profile or similar report or analysis. You agree that it is your responsibility to take reasonable precautions in all actions and interactions with any third party you interact with through the Services.

Indemnification

You agree that you shall defend, indemnify and hold Paydel, its licensors and each such party's parent organizations, subsidiaries, affiliates, officers, directors, members, employees and agents harmless from and against any and all claims, costs, damages, demands, losses, liabilities and expenses (including legal fees and costs) arising out of or in connection with:

1. your violation or breach of any of these Terms or any applicable law or regulation, whether or not referenced herein;
2. your violation of any rights of any third party, including providers of logistics or transport services arranged via the Services;
3. your use or misuse of the Services or services or goods obtained through your use of the Services;
4. Paydel’s use of your data and user content in accordance with these Terms; or
5. the the goods that are the subject of the Services.

Disclaimer Of Warranties

The services are provided to you strictly on an "as is" basis. All conditions, representations and warranties, whether express, implied, statutory or otherwise, including, without limitation, any implied warranty of merchantability, fitness for a particular purpose, or non‐infringement of third party rights, are hereby disclaimed by paydel to the extent applicable under law. Paydel makes no representation, warranty, or guarantee as to the reliability, timeliness, quality, suitability, availability, accuracy or completeness of the services.

Paydel makes no representations or warranties that

• the use of the services will be secure, timely, uninterrupted or error‐free or operate in combination with any other hardware, software, system or data,
• the services will meet your requirements or expectations,
• any stored data will be accurate or reliable,
• the quality of any products, services, information, or other material purchased or obtained by you through the services will meet your requirements or expectations,
• errors or defects in the services will be corrected, or
• the services or the server(s) that make the services available are free of viruses or other harmful components.

Paydel makes no representation, warranty, or guarantee as to the reliability, safety, timeliness, quality, suitability or availability of any services, products or goods supplied by third parties through the use of the services.

Paydel does not guarantee the suitability, legality, regulatory compliance, quality or ability of a transporter, used through the services. You acknowledge and agree that the entire risk arising out of your use of the services, and any third party services or products remains solely with you.

Limitation Of Liability

Paydel and/or its licensors shall not be liable to anyone for any indirect, punitive, special, exemplary, incidental, consequential or other damages of any type or kind (including personal injury, property damage, loss of data, lost revenue and/or profits, loss of use or other economic advantage) related to, in connection with, or otherwise resulting from any of the services, regardless of the negligence of paydel, even if paydel has been advised of the possibility of such damages.

Paydel and/or its licensors shall not be liable for any loss, damage or injury which may be incurred by you, including but not limited to loss, damage or injury arising out of, or in any way connected with the services, including but not limited to the use or inability to use the services, any reliance placed by you on the completeness, accuracy or existence of any advertising, or as a result of any relationship or transaction between you and any third party provider, advertiser or sponsor whose advertising appears on the website or is referred by the services, even if paydel and/or its licensors have been previously advised of the possibility of such damages.

Paydel shall not be liable for delay or failure in performance resulting from causes beyond paydel’s reasonable control. The services may be used by you to connect with third party providers, but you agree that paydel has no responsibility or liability to you related to any products, goods and/or services provided to you by third party providers other than as expressly set forth in these terms. Paydel will not bear any responsibility nor incur any liability to assess the suitability, legality or ability of any transporters and you expressly waive and release paydel from any and all liability, claims or damages arising from or in any way related to the transporters. Paydel will not be a party to disputes, negotiations of disputes between you and such transporters.

Responsibility for the decisions you make regarding services offered via the services (with all its implications) rests solely with you. You expressly waive and release any and all rights and benefits under the laws of the republic of uganda (or any analogous law of any other state). The quality of the logistics or transport services obtained through the use of the services is entirely the responsibility of transporter who ultimately provides such services to you, and you hereby acknowledge and agree that you use the transporter services entirely at your own risk.

Except as expressly stated herein, paydel will not be liable to you for any claims arising out of any logistics and/or transport services procured through the services. In any case, paydel’s aggregate liability shall in no event exceed the amounts actually paid by and/or due from you in the three (3) month period immediately preceding the event giving rise to such claim of liability.

Internet Delays

The Services may be subject to limitations, delays, and other problems inherent in the use of the internet and electronic communication. Paydel is not responsible for any delays, delivery failures, or any other liability, costs or damage resulting from such problems.

Notice

Paydel may give notice by means of a general notice on the Services, electronic mail to your email address in your account, telephone or text message to any telephone number provided in connection with your account, or by a notification message displayed on your account page. Such notice shall be deemed to have been given upon publication on the Services or upon the expiration of 12 hours after sending (if sent by email or telephone).

It shall be your responsibility to keep your contact information (including email address and telephone number) current and you will be deemed to have received any notice issued based on the contact information in your account, whether or not you actually receive it. You may give notice to Paydel, with such notice deemed given when received by Paydel, at any time through the email address paydelapp@gmail.com

Data Privacy

Paydel’s collection and use of personal information in connection with the Services is described in our Data Privacy Policy located at the terms of which are incorporated into these Terms. Any data, including personal data, shared with Paydel will be used in accordance with this Data Privacy Policy.

You will ensure that any personal information that comes into your possession as a result of these Terms including but not limited to any data or information in regard to Paydel, Paydel’s employees, the Transporters and their employees and third parties and their employees must be collected and processed in accordance with the provisions of the applicable data protection laws in your territory and any other applicable laws.

By accessing or using the Services, you hereby freely, unequivocally and expressly authorize Paydel to receive, record, process, store and transfer your data, including personal data, in accordance with the law and our Data Privacy Policy.

You hereby freely, unequivocally and expressly consent to the transfer of your data, including personal data, to third parties to be used for credit checks and other verification purposes.

Confidentiality

By accessing or using the Services, you hereby agree and undertake not to disclose to any person any confidential information concerning the business, affairs, customers, data, clients or suppliers of Paydel and the Transporters save as is expressly required by law. You also unequivocally agree not to use any information obtained through the Services for any purpose other than to procure fulfillment services through the Services.

Any violation of this provision shall warrant a charge, for each such violation, that shall be determined by Paydel in its sole discretion, bearing in mind:

1. the loss and expense occasioned by such loss; and
2. any deterrence measures Paydel may wish to pursue.

Publication of Information

If you provide Paydel any feedback, suggestions, or other information or ideas regarding the Service (“Feedback”), you hereby assign to Paydel all rights in the Feedback and agree that Paydel has the right to use such Feedback and related information in any manner it deems appropriate.

Paydel will treat any Feedback you provide as non-confidential and non-proprietary. You agree that you will not submit to Paydel any information or ideas that you consider to be confidential or proprietary.

Non-Solicitation

You shall not, except with the prior written consent of Paydel, attempt to solicit or entice away; or solicit or entice away, from the service of Paydel, the services of any Transporter, for any duration of time however brief. This provision shall continue in force for one (1) year subsequent to termination of usage of the Services.

In the event of a violation, you shall be liable to a penalty to be calculated as follows, for each person solicited or enticed away: the total gross revenue to Paydel, for the 12 months immediately preceding the solicitation event, supplied on average by a person of the same class as the Transporter.

Miscellaneous Provisions

Termination

In the event of breach on your part Paydel reserves the right to immediately terminate the Agreement forthwith, and /or close or suspend your Account. Paydel further reserves the right to terminate the Agreement by written notice.

Responsibility

If you authorize, assist, encourage or facilitate another person or entity to take any action related to the subject matter of these Terms with Paydel, you shall be deemed to have taken the action yourself.

Severability

If any portion of these Terms is held by a court of competent jurisdiction to be invalid or unenforceable, the remaining provisions of these Terms will remain in full force and effect, and any invalid or unenforceable portions shall be construed in a manner that most closely reflects the effect and intent of the original language. If such construction is not possible, the provision will be severed from these Terms, and the rest of the Terms shall remain in full force and effect.

Waivers

Any failure by Paydel to enforce any right or provision of these Terms shall in no way be construed to be a present or future waiver of such provision nor in any way affect our right to enforce such provision thereafter. All waivers by us must be acknowledged and agreed in writing. Successors and Assigns. These Terms will be binding upon, and inure to the benefit of Paydel and any contracting parties and their respective successors and assigns.

Assignment

You may not assign these Terms without the prior written approval of Paydel. Paydel may assign these Terms without your consent to (a) a parent, subsidiary or affiliate; (b) an acquirer of Paydel’s equity, business or assets; or (c) a successor by merger. Any purported assignment in violation of this section shall be void.

No Agency

No partnership, contract of employment, agency, joint venture or franchise relationship shall be created between you, Paydel or any Transporters as a result of these Terms or use of the Services. No Third Party Beneficiary. You acknowledge and agree that, except as otherwise expressly provided in these Terms, there shall be no third party beneficiary to any agreement entered into with Paydel.

Governing Law

These terms and conditions shall be governed by and construed in accordance with the laws of Kenya in which Paydel is located.

Headings

Headings are for reference purposes only and in no way define, limit, construe or describe the scope or extent of such section.

Contacts

All notices, complaints, recommendations and suggestions should be channeled via phone: +254 712 352 027 or E‐mail paydel@mail.com

Liability

Delivery Company is not liable for any damage to goods during transit. Delivery Company is also not liable for any indirect or consequential damages arising from the use of its services.

Intellectual Property

Paydel retains all intellectual property rights in the services provided, including all trademarks, trade names, logos, and other proprietary information.

Amendments

Paydel reserves the right to amend these terms and conditions at any time. The most current version of the terms and conditions can be found on the Delivery Company website.

FAQ’s

How is my product packed and delivered?

Every shipped item on Paydel is packed and shipped specifically to ensure the product arrives at your door. If you have additional questions about a specific product, you can contact our customer support team at +254712253027 - our team is happy to help answer any questions you have.

Do I have to be home to approve the package when it's delivered?

With the exception of orders where age verification is required, you don’t have to be home to approve a package when it arrives. Kindly only share the OTP to the person who will be receiving your goods on your behalf.

My friend wasn't home and missed their delivery

It is the sole responsibility of the customer to notify a gift recipient of a pending delivery. If the recipient is not available to receive the delivery and Paydel determines the delivery location is not ‘safe,’ Paydel is not responsible for a damaged product and/or additional shipping fees.

Where is my order?

You can check the status of your order by following the steps outlined below.

1. Go to your Paydel account
2. Click on the specific package
3. You will find your tracking link there

Please Note:

If you haven’t received your ‘Order Shipped’ email, your order may not have shipped out just yet. If your order has shipped and is scheduled to deliver today, please know our carriers will deliver packages anytime between 8am-8pm. The time of delivery is all subject to the local carrier. To request additional information about your order, please call our Customer Support line at +25412253027

How do I cancel my order?

Please call our Customer Support line at +254712253027 in order to cancel your order. If you placed an order for ASAP delivery: Cancellation requests must be received within 30 mins after placing the order.

If you placed an order for normal delivery: Cancellation requests must be received within a 2 hours before the order’s delivery time. In some cases changes or cancellations will not be possible due to reasons out of our control.

How do I change my address?

If you need to update an address, please contact our Customer Support team at 254712253027 within one hour after placing your order. We kindly ask customers to give Paydel and our partner shops time to act upon your request. For this reason we cannot guarantee address changes after this timeframe.

Paydel is not responsible for refunds or replacements of orders with incomplete, invalid, or incorrect addresses. The customer is responsible for checking their confirmation email at the time of placing their order. Additionally, we are not responsible for packages sent to recipients who are not available to accept packages on the delivery date. We are not able to reship packages that are returned to us by the carrier. Please take this into consideration when selecting your shipping address for an order.

What are Paydel’s Customer Support hours of operation?

We can be reached at 254712253027, 7 days a week from 8am- 5pm.

If your inquiry is about an existing order, please share your order date, name, and merchant for faster service.

I have tried to contact Paydel and received no response

We sincerely apologize if there are any delays in responding to your inquiry. We strive to put the customer first and resolve any issues as quickly as possible to keep our customers satisfied. During high volume periods (holidays, special events, etc.), our team may take a bit longer to respond due to the number of questions we receive. We will be sure to respond to all customer inquiries as quickly as we can.

My item(s) arrived damaged. What do I do?

We are very sorry to hear this! Please contact our Customer Support team at +254712253027 within 3 days of delivery with your order details and description of the damage. We understand that occasionally, items will get damaged, and we will work to remedy the solution with you.

How do I report missing item(s) ? My order is missing something or contains the wrong item(s)

We are very sorry to hear this! Please contact our Customer Support team by calling +254 712 253 027 within an hour of delivery. Our merchants are trying their very best to pack your order perfectly. However, sometimes mistakes are made. We will be sure to work with you and our merchant partners to resolve your issue as quickly as possible.

How do I report poor product quality?

We are dedicated to making sure that your order is packaged properly and shipped at the appropriate speed so it arrives at your doorstep in good condition and safe to consume. While we regularly adjust shipments to mitigate the risk of spoilage, occasionally packages are affected by conditions beyond our control, such as extreme seasonal temperatures.

How do I report that I received the wrong order?

We are very sorry to hear this! Please contact our Customer Support team at +254 712 253 027 within an hour of delivery. We understand that sometimes items get incorrectly shipped and we will work to resolve the situation quickly.

More Information about COVID-19 Related Delays

Some of our merchants have reported slight delays in orders they are currently fulfilling, due to the supply chain disruptions during the COVID-19 pandemic. Our merchants are continuing to operate following the safest standards to ship their products nationwide, but some supplies & packaging have longer lead times than usual which may cause a shipment delay for your order. In addition, our shipping partners are experiencing higher than normal volumes which may cause the shipment of your order to take longer than expected.

We greatly appreciate your patience and understanding during these unprecedented times.

Third Party Interactions

The Services may be made available or accessed in connection with third party services and content (including advertising) that Paydel does not control. During use of the Services, you may, without limitation, enter into correspondence with, purchase goods and/or services from, or participate in promotions of third party providers, advertisers or sponsors.

You acknowledge that different terms of use, warranties, representations and privacy policies may apply to your use of such third party services and content and in no event shall Paydel be responsible or liable for any representations, products or services of such third party providers.

You acknowledge that your access and use of the Services in connection with third party services may be subject to terms set forth in the applicable third party’s terms and conditions. You acknowledge that the availability of the products, goods or services of third party providers on the Services is not an endorsement of the same by Paydel.

You hereby further acknowledge that where third party providers of goods and/or services require your agreement to additional or separate terms and conditions prior to your use of or access to such goods or services, Paydel will have no responsibility nor liability arising from such agreements between you and the third party providers.

Any third party interactions, and any terms, conditions, warranties or representations associated with such activity, are solely between you and the applicable third party. Paydel and its licensors shall have no liability, obligation or responsibility for any such correspondence, purchase, transaction or promotion between you and any such third party.

Paydel does not endorse any sites on the Internet that are linked through the Services, and in no event shall Paydel or its licensors be responsible for any content, products, services or other materials on or available from such sites or third party providers.

Paydel may rely on third party advertising and marketing supplied through the Services and other mechanisms to subsidize the Services. By agreeing to these Terms you agree to receive such advertising and marketing.

Paydel may compile and release information regarding you and your use of the Services on an anonymous basis as part of a customer profile or similar report or analysis. You agree that it is your responsibility to take reasonable precautions in all actions and interactions with any third party you interact with through the Services.

Indemnification

You agree that you shall defend, indemnify and hold Paydel, its licensors and each such party's parent organizations, subsidiaries, affiliates, officers, directors, members, employees and agents harmless from and against any and all claims, costs, damages, demands, losses, liabilities and expenses (including legal fees and costs) arising out of or in connection with:

1. your violation or breach of any of these Terms or any applicable law or regulation, whether or not referenced herein;
2. your violation of any rights of any third party, including providers of logistics or transport services arranged via the Services;
3. your use or misuse of the Services or services or goods obtained through your use of the Services;
4. Paydel’s use of your data and user content in accordance with these Terms; or
5. the the goods that are the subject of the Services.

Disclaimer Of Warranties

The services are provided to you strictly on an "as is" basis. All conditions, representations and warranties, whether express, implied, statutory or otherwise, including, without limitation, any implied warranty of merchantability, fitness for a particular purpose, or non‐infringement of third party rights, are hereby disclaimed by paydel to the extent applicable under law. Paydel makes no representation, warranty, or guarantee as to the reliability, timeliness, quality, suitability, availability, accuracy or completeness of the services.

Paydel makes no representations or warranties that

• the use of the services will be secure, timely, uninterrupted or error‐free or operate in combination with any other hardware, software, system or data,
• the services will meet your requirements or expectations,
• any stored data will be accurate or reliable,
• the quality of any products, services, information, or other material purchased or obtained by you through the services will meet your requirements or expectations,
• errors or defects in the services will be corrected, or
• the services or the server(s) that make the services available are free of viruses or other harmful components.

Paydel makes no representation, warranty, or guarantee as to the reliability, safety, timeliness, quality, suitability or availability of any services, products or goods supplied by third parties through the use of the services.

Paydel does not guarantee the suitability, legality, regulatory compliance, quality or ability of a transporter, used through the services. You acknowledge and agree that the entire risk arising out of your use of the services, and any third party services or products remains solely with you.

Limitation Of Liability

Paydel and/or its licensors shall not be liable to anyone for any indirect, punitive, special, exemplary, incidental, consequential or other damages of any type or kind (including personal injury, property damage, loss of data, lost revenue and/or profits, loss of use or other economic advantage) related to, in connection with, or otherwise resulting from any of the services, regardless of the negligence of paydel, even if paydel has been advised of the possibility of such damages.

Paydel and/or its licensors shall not be liable for any loss, damage or injury which may be incurred by you, including but not limited to loss, damage or injury arising out of, or in any way connected with the services, including but not limited to the use or inability to use the services, any reliance placed by you on the completeness, accuracy or existence of any advertising, or as a result of any relationship or transaction between you and any third party provider, advertiser or sponsor whose advertising appears on the website or is referred by the services, even if paydel and/or its licensors have been previously advised of the possibility of such damages.

Paydel shall not be liable for delay or failure in performance resulting from causes beyond paydel’s reasonable control. The services may be used by you to connect with third party providers, but you agree that paydel has no responsibility or liability to you related to any products, goods and/or services provided to you by third party providers other than as expressly set forth in these terms. Paydel will not bear any responsibility nor incur any liability to assess the suitability, legality or ability of any transporters and you expressly waive and release paydel from any and all liability, claims or damages arising from or in any way related to the transporters. Paydel will not be a party to disputes, negotiations of disputes between you and such transporters.

Responsibility for the decisions you make regarding services offered via the services (with all its implications) rests solely with you. You expressly waive and release any and all rights and benefits under the laws of the republic of uganda (or any analogous law of any other state). The quality of the logistics or transport services obtained through the use of the services is entirely the responsibility of transporter who ultimately provides such services to you, and you hereby acknowledge and agree that you use the transporter services entirely at your own risk.

Except as expressly stated herein, paydel will not be liable to you for any claims arising out of any logistics and/or transport services procured through the services. In any case, paydel’s aggregate liability shall in no event exceed the amounts actually paid by and/or due from you in the three (3) month period immediately preceding the event giving rise to such claim of liability.

Internet Delays

The Services may be subject to limitations, delays, and other problems inherent in the use of the internet and electronic communication. Paydel is not responsible for any delays, delivery failures, or any other liability, costs or damage resulting from such problems.

Notice

Paydel may give notice by means of a general notice on the Services, electronic mail to your email address in your account, telephone or text message to any telephone number provided in connection with your account, or by a notification message displayed on your account page. Such notice shall be deemed to have been given upon publication on the Services or upon the expiration of 12 hours after sending (if sent by email or telephone).

It shall be your responsibility to keep your contact information (including email address and telephone number) current and you will be deemed to have received any notice issued based on the contact information in your account, whether or not you actually receive it. You may give notice to Paydel, with such notice deemed given when received by Paydel, at any time through the email address paydelapp@gmail.com

Data Privacy

Paydel’s collection and use of personal information in connection with the Services is described in our Data Privacy Policy located at the terms of which are incorporated into these Terms. Any data, including personal data, shared with Paydel will be used in accordance with this Data Privacy Policy.

You will ensure that any personal information that comes into your possession as a result of these Terms including but not limited to any data or information in regard to Paydel, Paydel’s employees, the Transporters and their employees and third parties and their employees must be collected and processed in accordance with the provisions of the applicable data protection laws in your territory and any other applicable laws.

By accessing or using the Services, you hereby freely, unequivocally and expressly authorize Paydel to receive, record, process, store and transfer your data, including personal data, in accordance with the law and our Data Privacy Policy.

You hereby freely, unequivocally and expressly consent to the transfer of your data, including personal data, to third parties to be used for credit checks and other verification purposes.

Confidentiality

By accessing or using the Services, you hereby agree and undertake not to disclose to any person any confidential information concerning the business, affairs, customers, data, clients or suppliers of Paydel and the Transporters save as is expressly required by law. You also unequivocally agree not to use any information obtained through the Services for any purpose other than to procure fulfillment services through the Services.

Any violation of this provision shall warrant a charge, for each such violation, that shall be determined by Paydel in its sole discretion, bearing in mind:

1. the loss and expense occasioned by such loss; and
2. any deterrence measures Paydel may wish to pursue.

Publication of Information

If you provide Paydel any feedback, suggestions, or other information or ideas regarding the Service (“Feedback”), you hereby assign to Paydel all rights in the Feedback and agree that Paydel has the right to use such Feedback and related information in any manner it deems appropriate.

Paydel will treat any Feedback you provide as non-confidential and non-proprietary. You agree that you will not submit to Paydel any information or ideas that you consider to be confidential or proprietary.

Non-Solicitation

You shall not, except with the prior written consent of Paydel, attempt to solicit or entice away; or solicit or entice away, from the service of Paydel, the services of any Transporter, for any duration of time however brief. This provision shall continue in force for one (1) year subsequent to termination of usage of the Services.

In the event of a violation, you shall be liable to a penalty to be calculated as follows, for each person solicited or enticed away: the total gross revenue to Paydel, for the 12 months immediately preceding the solicitation event, supplied on average by a person of the same class as the Transporter.

Miscellaneous Provisions

Termination

In the event of breach on your part Paydel reserves the right to immediately terminate the Agreement forthwith, and /or close or suspend your Account. Paydel further reserves the right to terminate the Agreement by written notice.

Responsibility

If you authorize, assist, encourage or facilitate another person or entity to take any action related to the subject matter of these Terms with Paydel, you shall be deemed to have taken the action yourself.

Severability

If any portion of these Terms is held by a court of competent jurisdiction to be invalid or unenforceable, the remaining provisions of these Terms will remain in full force and effect, and any invalid or unenforceable portions shall be construed in a manner that most closely reflects the effect and intent of the original language. If such construction is not possible, the provision will be severed from these Terms, and the rest of the Terms shall remain in full force and effect.

Waivers

Any failure by Paydel to enforce any right or provision of these Terms shall in no way be construed to be a present or future waiver of such provision nor in any way affect our right to enforce such provision thereafter. All waivers by us must be acknowledged and agreed in writing. Successors and Assigns. These Terms will be binding upon, and inure to the benefit of Paydel and any contracting parties and their respective successors and assigns.

Assignment

You may not assign these Terms without the prior written approval of Paydel. Paydel may assign these Terms without your consent to (a) a parent, subsidiary or affiliate; (b) an acquirer of Paydel’s equity, business or assets; or (c) a successor by merger. Any purported assignment in violation of this section shall be void.

No Agency

No partnership, contract of employment, agency, joint venture or franchise relationship shall be created between you, Paydel or any Transporters as a result of these Terms or use of the Services. No Third Party Beneficiary. You acknowledge and agree that, except as otherwise expressly provided in these Terms, there shall be no third party beneficiary to any agreement entered into with Paydel.

Governing Law

These terms and conditions shall be governed by and construed in accordance with the laws of Kenya in which Paydel is located.

Headings

Headings are for reference purposes only and in no way define, limit, construe or describe the scope or extent of such section.

Contacts

All notices, complaints, recommendations and suggestions should be channeled via phone: +254 712 352 027 or E‐mail paydel@mail.com

Liability

Delivery Company is not liable for any damage to goods during transit. Delivery Company is also not liable for any indirect or consequential damages arising from the use of its services.

Intellectual Property

Paydel retains all intellectual property rights in the services provided, including all trademarks, trade names, logos, and other proprietary information.

Amendments

Paydel reserves the right to amend these terms and conditions at any time. The most current version of the terms and conditions can be found on the Delivery Company website.

FAQ’s

How is my product packed and delivered?

Every shipped item on Paydel is packed and shipped specifically to ensure the product arrives at your door. If you have additional questions about a specific product, you can contact our customer support team at +254712253027 - our team is happy to help answer any questions you have.

Do I have to be home to approve the package when it's delivered?

With the exception of orders where age verification is required, you don’t have to be home to approve a package when it arrives. Kindly only share the OTP to the person who will be receiving your goods on your behalf.

My friend wasn't home and missed their delivery

It is the sole responsibility of the customer to notify a gift recipient of a pending delivery. If the recipient is not available to receive the delivery and Paydel determines the delivery location is not ‘safe,’ Paydel is not responsible for a damaged product and/or additional shipping fees.

Where is my order?

You can check the status of your order by following the steps outlined below.

1. Go to your Paydel account
2. Click on the specific package
3. You will find your tracking link there

Please Note:

If you haven’t received your ‘Order Shipped’ email, your order may not have shipped out just yet. If your order has shipped and is scheduled to deliver today, please know our carriers will deliver packages anytime between 8am-8pm. The time of delivery is all subject to the local carrier. To request additional information about your order, please call our Customer Support line at +25412253027

How do I cancel my order?

Please call our Customer Support line at +254712253027 in order to cancel your order. If you placed an order for ASAP delivery: Cancellation requests must be received within 30 mins after placing the order.

If you placed an order for normal delivery: Cancellation requests must be received within a 2 hours before the order’s delivery time. In some cases changes or cancellations will not be possible due to reasons out of our control.

How do I change my address?

If you need to update an address, please contact our Customer Support team at 254712253027 within one hour after placing your order. We kindly ask customers to give Paydel and our partner shops time to act upon your request. For this reason we cannot guarantee address changes after this timeframe.

Paydel is not responsible for refunds or replacements of orders with incomplete, invalid, or incorrect addresses. The customer is responsible for checking their confirmation email at the time of placing their order. Additionally, we are not responsible for packages sent to recipients who are not available to accept packages on the delivery date. We are not able to reship packages that are returned to us by the carrier. Please take this into consideration when selecting your shipping address for an order.

What are Paydel’s Customer Support hours of operation?

We can be reached at 254712253027, 7 days a week from 8am- 5pm.

If your inquiry is about an existing order, please share your order date, name, and merchant for faster service.

I have tried to contact Paydel and received no response

We sincerely apologize if there are any delays in responding to your inquiry. We strive to put the customer first and resolve any issues as quickly as possible to keep our customers satisfied. During high volume periods (holidays, special events, etc.), our team may take a bit longer to respond due to the number of questions we receive. We will be sure to respond to all customer inquiries as quickly as we can.

My item(s) arrived damaged. What do I do?

We are very sorry to hear this! Please contact our Customer Support team at +254712253027 within 3 days of delivery with your order details and description of the damage. We understand that occasionally, items will get damaged, and we will work to remedy the solution with you.

How do I report missing item(s) ? My order is missing something or contains the wrong item(s)

We are very sorry to hear this! Please contact our Customer Support team by calling +254 712 253 027 within an hour of delivery. Our merchants are trying their very best to pack your order perfectly. However, sometimes mistakes are made. We will be sure to work with you and our merchant partners to resolve your issue as quickly as possible.

How do I report poor product quality?

We are dedicated to making sure that your order is packaged properly and shipped at the appropriate speed so it arrives at your doorstep in good condition and safe to consume. While we regularly adjust shipments to mitigate the risk of spoilage, occasionally packages are affected by conditions beyond our control, such as extreme seasonal temperatures.

How do I report that I received the wrong order?

We are very sorry to hear this! Please contact our Customer Support team at +254 712 253 027 within an hour of delivery. We understand that sometimes items get incorrectly shipped and we will work to resolve the situation quickly.

More Information about COVID-19 Related Delays

Some of our merchants have reported slight delays in orders they are currently fulfilling, due to the supply chain disruptions during the COVID-19 pandemic. Our merchants are continuing to operate following the safest standards to ship their products nationwide, but some supplies & packaging have longer lead times than usual which may cause a shipment delay for your order. In addition, our shipping partners are experiencing higher than normal volumes which may cause the shipment of your order to take longer than expected.

We greatly appreciate your patience and understanding during these unprecedented times.

Indemnification

You agree that you shall defend, indemnify and hold Paydel, its licensors and each such party's parent organizations, subsidiaries, affiliates, officers, directors, members, employees and agents harmless from and against any and all claims, costs, damages, demands, losses, liabilities and expenses (including legal fees and costs) arising out of or in connection with:

1. your violation or breach of any of these Terms or any applicable law or regulation, whether or not referenced herein;
2. your violation of any rights of any third party, including providers of logistics or transport services arranged via the Services;
3. your use or misuse of the Services or services or goods obtained through your use of the Services;
4. Paydel’s use of your data and user content in accordance with these Terms; or
5. the the goods that are the subject of the Services.

Disclaimer Of Warranties

The services are provided to you strictly on an "as is" basis. All conditions, representations and warranties, whether express, implied, statutory or otherwise, including, without limitation, any implied warranty of merchantability, fitness for a particular purpose, or non‐infringement of third party rights, are hereby disclaimed by paydel to the extent applicable under law. Paydel makes no representation, warranty, or guarantee as to the reliability, timeliness, quality, suitability, availability, accuracy or completeness of the services.

Paydel makes no representations or warranties that

• the use of the services will be secure, timely, uninterrupted or error‐free or operate in combination with any other hardware, software, system or data,
• the services will meet your requirements or expectations,
• any stored data will be accurate or reliable,
• the quality of any products, services, information, or other material purchased or obtained by you through the services will meet your requirements or expectations,
• errors or defects in the services will be corrected, or
• the services or the server(s) that make the services available are free of viruses or other harmful components.

Paydel makes no representation, warranty, or guarantee as to the reliability, safety, timeliness, quality, suitability or availability of any services, products or goods supplied by third parties through the use of the services.

Paydel does not guarantee the suitability, legality, regulatory compliance, quality or ability of a transporter, used through the services. You acknowledge and agree that the entire risk arising out of your use of the services, and any third party services or products remains solely with you.

Limitation Of Liability

Paydel and/or its licensors shall not be liable to anyone for any indirect, punitive, special, exemplary, incidental, consequential or other damages of any type or kind (including personal injury, property damage, loss of data, lost revenue and/or profits, loss of use or other economic advantage) related to, in connection with, or otherwise resulting from any of the services, regardless of the negligence of paydel, even if paydel has been advised of the possibility of such damages.

Paydel and/or its licensors shall not be liable for any loss, damage or injury which may be incurred by you, including but not limited to loss, damage or injury arising out of, or in any way connected with the services, including but not limited to the use or inability to use the services, any reliance placed by you on the completeness, accuracy or existence of any advertising, or as a result of any relationship or transaction between you and any third party provider, advertiser or sponsor whose advertising appears on the website or is referred by the services, even if paydel and/or its licensors have been previously advised of the possibility of such damages.

Paydel shall not be liable for delay or failure in performance resulting from causes beyond paydel’s reasonable control. The services may be used by you to connect with third party providers, but you agree that paydel has no responsibility or liability to you related to any products, goods and/or services provided to you by third party providers other than as expressly set forth in these terms. Paydel will not bear any responsibility nor incur any liability to assess the suitability, legality or ability of any transporters and you expressly waive and release paydel from any and all liability, claims or damages arising from or in any way related to the transporters. Paydel will not be a party to disputes, negotiations of disputes between you and such transporters.

Responsibility for the decisions you make regarding services offered via the services (with all its implications) rests solely with you. You expressly waive and release any and all rights and benefits under the laws of the republic of uganda (or any analogous law of any other state). The quality of the logistics or transport services obtained through the use of the services is entirely the responsibility of transporter who ultimately provides such services to you, and you hereby acknowledge and agree that you use the transporter services entirely at your own risk.

Except as expressly stated herein, paydel will not be liable to you for any claims arising out of any logistics and/or transport services procured through the services. In any case, paydel’s aggregate liability shall in no event exceed the amounts actually paid by and/or due from you in the three (3) month period immediately preceding the event giving rise to such claim of liability.

Internet Delays

The Services may be subject to limitations, delays, and other problems inherent in the use of the internet and electronic communication. Paydel is not responsible for any delays, delivery failures, or any other liability, costs or damage resulting from such problems.

Notice

Paydel may give notice by means of a general notice on the Services, electronic mail to your email address in your account, telephone or text message to any telephone number provided in connection with your account, or by a notification message displayed on your account page. Such notice shall be deemed to have been given upon publication on the Services or upon the expiration of 12 hours after sending (if sent by email or telephone).

It shall be your responsibility to keep your contact information (including email address and telephone number) current and you will be deemed to have received any notice issued based on the contact information in your account, whether or not you actually receive it. You may give notice to Paydel, with such notice deemed given when received by Paydel, at any time through the email address paydelapp@gmail.com

Data Privacy

Paydel’s collection and use of personal information in connection with the Services is described in our Data Privacy Policy located at the terms of which are incorporated into these Terms. Any data, including personal data, shared with Paydel will be used in accordance with this Data Privacy Policy.

You will ensure that any personal information that comes into your possession as a result of these Terms including but not limited to any data or information in regard to Paydel, Paydel’s employees, the Transporters and their employees and third parties and their employees must be collected and processed in accordance with the provisions of the applicable data protection laws in your territory and any other applicable laws.

By accessing or using the Services, you hereby freely, unequivocally and expressly authorize Paydel to receive, record, process, store and transfer your data, including personal data, in accordance with the law and our Data Privacy Policy.

You hereby freely, unequivocally and expressly consent to the transfer of your data, including personal data, to third parties to be used for credit checks and other verification purposes.

Confidentiality

By accessing or using the Services, you hereby agree and undertake not to disclose to any person any confidential information concerning the business, affairs, customers, data, clients or suppliers of Paydel and the Transporters save as is expressly required by law. You also unequivocally agree not to use any information obtained through the Services for any purpose other than to procure fulfillment services through the Services.

Any violation of this provision shall warrant a charge, for each such violation, that shall be determined by Paydel in its sole discretion, bearing in mind:

1. the loss and expense occasioned by such loss; and
2. any deterrence measures Paydel may wish to pursue.

Publication of Information

If you provide Paydel any feedback, suggestions, or other information or ideas regarding the Service (“Feedback”), you hereby assign to Paydel all rights in the Feedback and agree that Paydel has the right to use such Feedback and related information in any manner it deems appropriate.

Paydel will treat any Feedback you provide as non-confidential and non-proprietary. You agree that you will not submit to Paydel any information or ideas that you consider to be confidential or proprietary.

Non-Solicitation

You shall not, except with the prior written consent of Paydel, attempt to solicit or entice away; or solicit or entice away, from the service of Paydel, the services of any Transporter, for any duration of time however brief. This provision shall continue in force for one (1) year subsequent to termination of usage of the Services.

In the event of a violation, you shall be liable to a penalty to be calculated as follows, for each person solicited or enticed away: the total gross revenue to Paydel, for the 12 months immediately preceding the solicitation event, supplied on average by a person of the same class as the Transporter.

Miscellaneous Provisions

Termination

In the event of breach on your part Paydel reserves the right to immediately terminate the Agreement forthwith, and /or close or suspend your Account. Paydel further reserves the right to terminate the Agreement by written notice.

Responsibility

If you authorize, assist, encourage or facilitate another person or entity to take any action related to the subject matter of these Terms with Paydel, you shall be deemed to have taken the action yourself.

Severability

If any portion of these Terms is held by a court of competent jurisdiction to be invalid or unenforceable, the remaining provisions of these Terms will remain in full force and effect, and any invalid or unenforceable portions shall be construed in a manner that most closely reflects the effect and intent of the original language. If such construction is not possible, the provision will be severed from these Terms, and the rest of the Terms shall remain in full force and effect.

Waivers

Any failure by Paydel to enforce any right or provision of these Terms shall in no way be construed to be a present or future waiver of such provision nor in any way affect our right to enforce such provision thereafter. All waivers by us must be acknowledged and agreed in writing. Successors and Assigns. These Terms will be binding upon, and inure to the benefit of Paydel and any contracting parties and their respective successors and assigns.

Assignment

You may not assign these Terms without the prior written approval of Paydel. Paydel may assign these Terms without your consent to (a) a parent, subsidiary or affiliate; (b) an acquirer of Paydel’s equity, business or assets; or (c) a successor by merger. Any purported assignment in violation of this section shall be void.

No Agency

No partnership, contract of employment, agency, joint venture or franchise relationship shall be created between you, Paydel or any Transporters as a result of these Terms or use of the Services. No Third Party Beneficiary. You acknowledge and agree that, except as otherwise expressly provided in these Terms, there shall be no third party beneficiary to any agreement entered into with Paydel.

Governing Law

These terms and conditions shall be governed by and construed in accordance with the laws of Kenya in which Paydel is located.

Headings

Headings are for reference purposes only and in no way define, limit, construe or describe the scope or extent of such section.

Contacts

All notices, complaints, recommendations and suggestions should be channeled via phone: +254 712 352 027 or E‐mail paydel@mail.com

Liability

Delivery Company is not liable for any damage to goods during transit. Delivery Company is also not liable for any indirect or consequential damages arising from the use of its services.

Intellectual Property

Paydel retains all intellectual property rights in the services provided, including all trademarks, trade names, logos, and other proprietary information.

Amendments

Paydel reserves the right to amend these terms and conditions at any time. The most current version of the terms and conditions can be found on the Delivery Company website.

FAQ’s

How is my product packed and delivered?

Every shipped item on Paydel is packed and shipped specifically to ensure the product arrives at your door. If you have additional questions about a specific product, you can contact our customer support team at +254712253027 - our team is happy to help answer any questions you have.

Do I have to be home to approve the package when it's delivered?

With the exception of orders where age verification is required, you don’t have to be home to approve a package when it arrives. Kindly only share the OTP to the person who will be receiving your goods on your behalf.

My friend wasn't home and missed their delivery

It is the sole responsibility of the customer to notify a gift recipient of a pending delivery. If the recipient is not available to receive the delivery and Paydel determines the delivery location is not ‘safe,’ Paydel is not responsible for a damaged product and/or additional shipping fees.

Where is my order?

You can check the status of your order by following the steps outlined below.

1. Go to your Paydel account
2. Click on the specific package
3. You will find your tracking link there

Please Note:

If you haven’t received your ‘Order Shipped’ email, your order may not have shipped out just yet. If your order has shipped and is scheduled to deliver today, please know our carriers will deliver packages anytime between 8am-8pm. The time of delivery is all subject to the local carrier. To request additional information about your order, please call our Customer Support line at +25412253027

How do I cancel my order?

Please call our Customer Support line at +254712253027 in order to cancel your order. If you placed an order for ASAP delivery: Cancellation requests must be received within 30 mins after placing the order.

If you placed an order for normal delivery: Cancellation requests must be received within a 2 hours before the order’s delivery time. In some cases changes or cancellations will not be possible due to reasons out of our control.

How do I change my address?

If you need to update an address, please contact our Customer Support team at 254712253027 within one hour after placing your order. We kindly ask customers to give Paydel and our partner shops time to act upon your request. For this reason we cannot guarantee address changes after this timeframe.

Paydel is not responsible for refunds or replacements of orders with incomplete, invalid, or incorrect addresses. The customer is responsible for checking their confirmation email at the time of placing their order. Additionally, we are not responsible for packages sent to recipients who are not available to accept packages on the delivery date. We are not able to reship packages that are returned to us by the carrier. Please take this into consideration when selecting your shipping address for an order.

What are Paydel’s Customer Support hours of operation?

We can be reached at 254712253027, 7 days a week from 8am- 5pm.

If your inquiry is about an existing order, please share your order date, name, and merchant for faster service.

I have tried to contact Paydel and received no response

We sincerely apologize if there are any delays in responding to your inquiry. We strive to put the customer first and resolve any issues as quickly as possible to keep our customers satisfied. During high volume periods (holidays, special events, etc.), our team may take a bit longer to respond due to the number of questions we receive. We will be sure to respond to all customer inquiries as quickly as we can.

My item(s) arrived damaged. What do I do?

We are very sorry to hear this! Please contact our Customer Support team at +254712253027 within 3 days of delivery with your order details and description of the damage. We understand that occasionally, items will get damaged, and we will work to remedy the solution with you.

How do I report missing item(s) ? My order is missing something or contains the wrong item(s)

We are very sorry to hear this! Please contact our Customer Support team by calling +254 712 253 027 within an hour of delivery. Our merchants are trying their very best to pack your order perfectly. However, sometimes mistakes are made. We will be sure to work with you and our merchant partners to resolve your issue as quickly as possible.

How do I report poor product quality?

We are dedicated to making sure that your order is packaged properly and shipped at the appropriate speed so it arrives at your doorstep in good condition and safe to consume. While we regularly adjust shipments to mitigate the risk of spoilage, occasionally packages are affected by conditions beyond our control, such as extreme seasonal temperatures.

How do I report that I received the wrong order?

We are very sorry to hear this! Please contact our Customer Support team at +254 712 253 027 within an hour of delivery. We understand that sometimes items get incorrectly shipped and we will work to resolve the situation quickly.

More Information about COVID-19 Related Delays

Some of our merchants have reported slight delays in orders they are currently fulfilling, due to the supply chain disruptions during the COVID-19 pandemic. Our merchants are continuing to operate following the safest standards to ship their products nationwide, but some supplies & packaging have longer lead times than usual which may cause a shipment delay for your order. In addition, our shipping partners are experiencing higher than normal volumes which may cause the shipment of your order to take longer than expected.

We greatly appreciate your patience and understanding during these unprecedented times.

Disclaimer Of Warranties

The services are provided to you strictly on an "as is" basis. All conditions, representations and warranties, whether express, implied, statutory or otherwise, including, without limitation, any implied warranty of merchantability, fitness for a particular purpose, or non‐infringement of third party rights, are hereby disclaimed by paydel to the extent applicable under law. Paydel makes no representation, warranty, or guarantee as to the reliability, timeliness, quality, suitability, availability, accuracy or completeness of the services.

Paydel makes no representations or warranties that

• the use of the services will be secure, timely, uninterrupted or error‐free or operate in combination with any other hardware, software, system or data,
• the services will meet your requirements or expectations,
• any stored data will be accurate or reliable,
• the quality of any products, services, information, or other material purchased or obtained by you through the services will meet your requirements or expectations,
• errors or defects in the services will be corrected, or
• the services or the server(s) that make the services available are free of viruses or other harmful components.

Paydel makes no representation, warranty, or guarantee as to the reliability, safety, timeliness, quality, suitability or availability of any services, products or goods supplied by third parties through the use of the services.

Paydel does not guarantee the suitability, legality, regulatory compliance, quality or ability of a transporter, used through the services. You acknowledge and agree that the entire risk arising out of your use of the services, and any third party services or products remains solely with you.

Limitation Of Liability

Paydel and/or its licensors shall not be liable to anyone for any indirect, punitive, special, exemplary, incidental, consequential or other damages of any type or kind (including personal injury, property damage, loss of data, lost revenue and/or profits, loss of use or other economic advantage) related to, in connection with, or otherwise resulting from any of the services, regardless of the negligence of paydel, even if paydel has been advised of the possibility of such damages.

Paydel and/or its licensors shall not be liable for any loss, damage or injury which may be incurred by you, including but not limited to loss, damage or injury arising out of, or in any way connected with the services, including but not limited to the use or inability to use the services, any reliance placed by you on the completeness, accuracy or existence of any advertising, or as a result of any relationship or transaction between you and any third party provider, advertiser or sponsor whose advertising appears on the website or is referred by the services, even if paydel and/or its licensors have been previously advised of the possibility of such damages.

Paydel shall not be liable for delay or failure in performance resulting from causes beyond paydel’s reasonable control. The services may be used by you to connect with third party providers, but you agree that paydel has no responsibility or liability to you related to any products, goods and/or services provided to you by third party providers other than as expressly set forth in these terms. Paydel will not bear any responsibility nor incur any liability to assess the suitability, legality or ability of any transporters and you expressly waive and release paydel from any and all liability, claims or damages arising from or in any way related to the transporters. Paydel will not be a party to disputes, negotiations of disputes between you and such transporters.

Responsibility for the decisions you make regarding services offered via the services (with all its implications) rests solely with you. You expressly waive and release any and all rights and benefits under the laws of the republic of uganda (or any analogous law of any other state). The quality of the logistics or transport services obtained through the use of the services is entirely the responsibility of transporter who ultimately provides such services to you, and you hereby acknowledge and agree that you use the transporter services entirely at your own risk.

Except as expressly stated herein, paydel will not be liable to you for any claims arising out of any logistics and/or transport services procured through the services. In any case, paydel’s aggregate liability shall in no event exceed the amounts actually paid by and/or due from you in the three (3) month period immediately preceding the event giving rise to such claim of liability.

Internet Delays

The Services may be subject to limitations, delays, and other problems inherent in the use of the internet and electronic communication. Paydel is not responsible for any delays, delivery failures, or any other liability, costs or damage resulting from such problems.

Notice

Paydel may give notice by means of a general notice on the Services, electronic mail to your email address in your account, telephone or text message to any telephone number provided in connection with your account, or by a notification message displayed on your account page. Such notice shall be deemed to have been given upon publication on the Services or upon the expiration of 12 hours after sending (if sent by email or telephone).

It shall be your responsibility to keep your contact information (including email address and telephone number) current and you will be deemed to have received any notice issued based on the contact information in your account, whether or not you actually receive it. You may give notice to Paydel, with such notice deemed given when received by Paydel, at any time through the email address paydelapp@gmail.com

Data Privacy

Paydel’s collection and use of personal information in connection with the Services is described in our Data Privacy Policy located at the terms of which are incorporated into these Terms. Any data, including personal data, shared with Paydel will be used in accordance with this Data Privacy Policy.

You will ensure that any personal information that comes into your possession as a result of these Terms including but not limited to any data or information in regard to Paydel, Paydel’s employees, the Transporters and their employees and third parties and their employees must be collected and processed in accordance with the provisions of the applicable data protection laws in your territory and any other applicable laws.

By accessing or using the Services, you hereby freely, unequivocally and expressly authorize Paydel to receive, record, process, store and transfer your data, including personal data, in accordance with the law and our Data Privacy Policy.

You hereby freely, unequivocally and expressly consent to the transfer of your data, including personal data, to third parties to be used for credit checks and other verification purposes.

Confidentiality

By accessing or using the Services, you hereby agree and undertake not to disclose to any person any confidential information concerning the business, affairs, customers, data, clients or suppliers of Paydel and the Transporters save as is expressly required by law. You also unequivocally agree not to use any information obtained through the Services for any purpose other than to procure fulfillment services through the Services.

Any violation of this provision shall warrant a charge, for each such violation, that shall be determined by Paydel in its sole discretion, bearing in mind:

1. the loss and expense occasioned by such loss; and
2. any deterrence measures Paydel may wish to pursue.

Publication of Information

If you provide Paydel any feedback, suggestions, or other information or ideas regarding the Service (“Feedback”), you hereby assign to Paydel all rights in the Feedback and agree that Paydel has the right to use such Feedback and related information in any manner it deems appropriate.

Paydel will treat any Feedback you provide as non-confidential and non-proprietary. You agree that you will not submit to Paydel any information or ideas that you consider to be confidential or proprietary.

Non-Solicitation

You shall not, except with the prior written consent of Paydel, attempt to solicit or entice away; or solicit or entice away, from the service of Paydel, the services of any Transporter, for any duration of time however brief. This provision shall continue in force for one (1) year subsequent to termination of usage of the Services.

In the event of a violation, you shall be liable to a penalty to be calculated as follows, for each person solicited or enticed away: the total gross revenue to Paydel, for the 12 months immediately preceding the solicitation event, supplied on average by a person of the same class as the Transporter.

Miscellaneous Provisions

Termination

In the event of breach on your part Paydel reserves the right to immediately terminate the Agreement forthwith, and /or close or suspend your Account. Paydel further reserves the right to terminate the Agreement by written notice.

Responsibility

If you authorize, assist, encourage or facilitate another person or entity to take any action related to the subject matter of these Terms with Paydel, you shall be deemed to have taken the action yourself.

Severability

If any portion of these Terms is held by a court of competent jurisdiction to be invalid or unenforceable, the remaining provisions of these Terms will remain in full force and effect, and any invalid or unenforceable portions shall be construed in a manner that most closely reflects the effect and intent of the original language. If such construction is not possible, the provision will be severed from these Terms, and the rest of the Terms shall remain in full force and effect.

Waivers

Any failure by Paydel to enforce any right or provision of these Terms shall in no way be construed to be a present or future waiver of such provision nor in any way affect our right to enforce such provision thereafter. All waivers by us must be acknowledged and agreed in writing. Successors and Assigns. These Terms will be binding upon, and inure to the benefit of Paydel and any contracting parties and their respective successors and assigns.

Assignment

You may not assign these Terms without the prior written approval of Paydel. Paydel may assign these Terms without your consent to (a) a parent, subsidiary or affiliate; (b) an acquirer of Paydel’s equity, business or assets; or (c) a successor by merger. Any purported assignment in violation of this section shall be void.

No Agency

No partnership, contract of employment, agency, joint venture or franchise relationship shall be created between you, Paydel or any Transporters as a result of these Terms or use of the Services. No Third Party Beneficiary. You acknowledge and agree that, except as otherwise expressly provided in these Terms, there shall be no third party beneficiary to any agreement entered into with Paydel.

Governing Law

These terms and conditions shall be governed by and construed in accordance with the laws of Kenya in which Paydel is located.

Headings

Headings are for reference purposes only and in no way define, limit, construe or describe the scope or extent of such section.

Contacts

All notices, complaints, recommendations and suggestions should be channeled via phone: +254 712 352 027 or E‐mail paydel@mail.com

Liability

Delivery Company is not liable for any damage to goods during transit. Delivery Company is also not liable for any indirect or consequential damages arising from the use of its services.

Intellectual Property

Paydel retains all intellectual property rights in the services provided, including all trademarks, trade names, logos, and other proprietary information.

Amendments

Paydel reserves the right to amend these terms and conditions at any time. The most current version of the terms and conditions can be found on the Delivery Company website.

FAQ’s

How is my product packed and delivered?

Every shipped item on Paydel is packed and shipped specifically to ensure the product arrives at your door. If you have additional questions about a specific product, you can contact our customer support team at +254712253027 - our team is happy to help answer any questions you have.

Do I have to be home to approve the package when it's delivered?

With the exception of orders where age verification is required, you don’t have to be home to approve a package when it arrives. Kindly only share the OTP to the person who will be receiving your goods on your behalf.

My friend wasn't home and missed their delivery

It is the sole responsibility of the customer to notify a gift recipient of a pending delivery. If the recipient is not available to receive the delivery and Paydel determines the delivery location is not ‘safe,’ Paydel is not responsible for a damaged product and/or additional shipping fees.

Where is my order?

You can check the status of your order by following the steps outlined below.

1. Go to your Paydel account
2. Click on the specific package
3. You will find your tracking link there

Please Note:

If you haven’t received your ‘Order Shipped’ email, your order may not have shipped out just yet. If your order has shipped and is scheduled to deliver today, please know our carriers will deliver packages anytime between 8am-8pm. The time of delivery is all subject to the local carrier. To request additional information about your order, please call our Customer Support line at +25412253027

How do I cancel my order?

Please call our Customer Support line at +254712253027 in order to cancel your order. If you placed an order for ASAP delivery: Cancellation requests must be received within 30 mins after placing the order.

If you placed an order for normal delivery: Cancellation requests must be received within a 2 hours before the order’s delivery time. In some cases changes or cancellations will not be possible due to reasons out of our control.

How do I change my address?

If you need to update an address, please contact our Customer Support team at 254712253027 within one hour after placing your order. We kindly ask customers to give Paydel and our partner shops time to act upon your request. For this reason we cannot guarantee address changes after this timeframe.

Paydel is not responsible for refunds or replacements of orders with incomplete, invalid, or incorrect addresses. The customer is responsible for checking their confirmation email at the time of placing their order. Additionally, we are not responsible for packages sent to recipients who are not available to accept packages on the delivery date. We are not able to reship packages that are returned to us by the carrier. Please take this into consideration when selecting your shipping address for an order.

What are Paydel’s Customer Support hours of operation?

We can be reached at 254712253027, 7 days a week from 8am- 5pm.

If your inquiry is about an existing order, please share your order date, name, and merchant for faster service.

I have tried to contact Paydel and received no response

We sincerely apologize if there are any delays in responding to your inquiry. We strive to put the customer first and resolve any issues as quickly as possible to keep our customers satisfied. During high volume periods (holidays, special events, etc.), our team may take a bit longer to respond due to the number of questions we receive. We will be sure to respond to all customer inquiries as quickly as we can.

My item(s) arrived damaged. What do I do?

We are very sorry to hear this! Please contact our Customer Support team at +254712253027 within 3 days of delivery with your order details and description of the damage. We understand that occasionally, items will get damaged, and we will work to remedy the solution with you.

How do I report missing item(s) ? My order is missing something or contains the wrong item(s)

We are very sorry to hear this! Please contact our Customer Support team by calling +254 712 253 027 within an hour of delivery. Our merchants are trying their very best to pack your order perfectly. However, sometimes mistakes are made. We will be sure to work with you and our merchant partners to resolve your issue as quickly as possible.

How do I report poor product quality?

We are dedicated to making sure that your order is packaged properly and shipped at the appropriate speed so it arrives at your doorstep in good condition and safe to consume. While we regularly adjust shipments to mitigate the risk of spoilage, occasionally packages are affected by conditions beyond our control, such as extreme seasonal temperatures.

How do I report that I received the wrong order?

We are very sorry to hear this! Please contact our Customer Support team at +254 712 253 027 within an hour of delivery. We understand that sometimes items get incorrectly shipped and we will work to resolve the situation quickly.

More Information about COVID-19 Related Delays

Some of our merchants have reported slight delays in orders they are currently fulfilling, due to the supply chain disruptions during the COVID-19 pandemic. Our merchants are continuing to operate following the safest standards to ship their products nationwide, but some supplies & packaging have longer lead times than usual which may cause a shipment delay for your order. In addition, our shipping partners are experiencing higher than normal volumes which may cause the shipment of your order to take longer than expected.

We greatly appreciate your patience and understanding during these unprecedented times.

Limitation Of Liability

Paydel and/or its licensors shall not be liable to anyone for any indirect, punitive, special, exemplary, incidental, consequential or other damages of any type or kind (including personal injury, property damage, loss of data, lost revenue and/or profits, loss of use or other economic advantage) related to, in connection with, or otherwise resulting from any of the services, regardless of the negligence of paydel, even if paydel has been advised of the possibility of such damages.

Paydel and/or its licensors shall not be liable for any loss, damage or injury which may be incurred by you, including but not limited to loss, damage or injury arising out of, or in any way connected with the services, including but not limited to the use or inability to use the services, any reliance placed by you on the completeness, accuracy or existence of any advertising, or as a result of any relationship or transaction between you and any third party provider, advertiser or sponsor whose advertising appears on the website or is referred by the services, even if paydel and/or its licensors have been previously advised of the possibility of such damages.

Paydel shall not be liable for delay or failure in performance resulting from causes beyond paydel’s reasonable control. The services may be used by you to connect with third party providers, but you agree that paydel has no responsibility or liability to you related to any products, goods and/or services provided to you by third party providers other than as expressly set forth in these terms. Paydel will not bear any responsibility nor incur any liability to assess the suitability, legality or ability of any transporters and you expressly waive and release paydel from any and all liability, claims or damages arising from or in any way related to the transporters. Paydel will not be a party to disputes, negotiations of disputes between you and such transporters.

Responsibility for the decisions you make regarding services offered via the services (with all its implications) rests solely with you. You expressly waive and release any and all rights and benefits under the laws of the republic of uganda (or any analogous law of any other state). The quality of the logistics or transport services obtained through the use of the services is entirely the responsibility of transporter who ultimately provides such services to you, and you hereby acknowledge and agree that you use the transporter services entirely at your own risk.

Except as expressly stated herein, paydel will not be liable to you for any claims arising out of any logistics and/or transport services procured through the services. In any case, paydel’s aggregate liability shall in no event exceed the amounts actually paid by and/or due from you in the three (3) month period immediately preceding the event giving rise to such claim of liability.

Internet Delays

The Services may be subject to limitations, delays, and other problems inherent in the use of the internet and electronic communication. Paydel is not responsible for any delays, delivery failures, or any other liability, costs or damage resulting from such problems.

Notice

Paydel may give notice by means of a general notice on the Services, electronic mail to your email address in your account, telephone or text message to any telephone number provided in connection with your account, or by a notification message displayed on your account page. Such notice shall be deemed to have been given upon publication on the Services or upon the expiration of 12 hours after sending (if sent by email or telephone).

It shall be your responsibility to keep your contact information (including email address and telephone number) current and you will be deemed to have received any notice issued based on the contact information in your account, whether or not you actually receive it. You may give notice to Paydel, with such notice deemed given when received by Paydel, at any time through the email address paydelapp@gmail.com

Data Privacy

Paydel’s collection and use of personal information in connection with the Services is described in our Data Privacy Policy located at the terms of which are incorporated into these Terms. Any data, including personal data, shared with Paydel will be used in accordance with this Data Privacy Policy.

You will ensure that any personal information that comes into your possession as a result of these Terms including but not limited to any data or information in regard to Paydel, Paydel’s employees, the Transporters and their employees and third parties and their employees must be collected and processed in accordance with the provisions of the applicable data protection laws in your territory and any other applicable laws.

By accessing or using the Services, you hereby freely, unequivocally and expressly authorize Paydel to receive, record, process, store and transfer your data, including personal data, in accordance with the law and our Data Privacy Policy.

You hereby freely, unequivocally and expressly consent to the transfer of your data, including personal data, to third parties to be used for credit checks and other verification purposes.

Confidentiality

By accessing or using the Services, you hereby agree and undertake not to disclose to any person any confidential information concerning the business, affairs, customers, data, clients or suppliers of Paydel and the Transporters save as is expressly required by law. You also unequivocally agree not to use any information obtained through the Services for any purpose other than to procure fulfillment services through the Services.

Any violation of this provision shall warrant a charge, for each such violation, that shall be determined by Paydel in its sole discretion, bearing in mind:

1. the loss and expense occasioned by such loss; and
2. any deterrence measures Paydel may wish to pursue.

Publication of Information

If you provide Paydel any feedback, suggestions, or other information or ideas regarding the Service (“Feedback”), you hereby assign to Paydel all rights in the Feedback and agree that Paydel has the right to use such Feedback and related information in any manner it deems appropriate.

Paydel will treat any Feedback you provide as non-confidential and non-proprietary. You agree that you will not submit to Paydel any information or ideas that you consider to be confidential or proprietary.

Non-Solicitation

You shall not, except with the prior written consent of Paydel, attempt to solicit or entice away; or solicit or entice away, from the service of Paydel, the services of any Transporter, for any duration of time however brief. This provision shall continue in force for one (1) year subsequent to termination of usage of the Services.

In the event of a violation, you shall be liable to a penalty to be calculated as follows, for each person solicited or enticed away: the total gross revenue to Paydel, for the 12 months immediately preceding the solicitation event, supplied on average by a person of the same class as the Transporter.

Miscellaneous Provisions

Termination

In the event of breach on your part Paydel reserves the right to immediately terminate the Agreement forthwith, and /or close or suspend your Account. Paydel further reserves the right to terminate the Agreement by written notice.

Responsibility

If you authorize, assist, encourage or facilitate another person or entity to take any action related to the subject matter of these Terms with Paydel, you shall be deemed to have taken the action yourself.

Severability

If any portion of these Terms is held by a court of competent jurisdiction to be invalid or unenforceable, the remaining provisions of these Terms will remain in full force and effect, and any invalid or unenforceable portions shall be construed in a manner that most closely reflects the effect and intent of the original language. If such construction is not possible, the provision will be severed from these Terms, and the rest of the Terms shall remain in full force and effect.

Waivers

Any failure by Paydel to enforce any right or provision of these Terms shall in no way be construed to be a present or future waiver of such provision nor in any way affect our right to enforce such provision thereafter. All waivers by us must be acknowledged and agreed in writing. Successors and Assigns. These Terms will be binding upon, and inure to the benefit of Paydel and any contracting parties and their respective successors and assigns.

Assignment

You may not assign these Terms without the prior written approval of Paydel. Paydel may assign these Terms without your consent to (a) a parent, subsidiary or affiliate; (b) an acquirer of Paydel’s equity, business or assets; or (c) a successor by merger. Any purported assignment in violation of this section shall be void.

No Agency

No partnership, contract of employment, agency, joint venture or franchise relationship shall be created between you, Paydel or any Transporters as a result of these Terms or use of the Services. No Third Party Beneficiary. You acknowledge and agree that, except as otherwise expressly provided in these Terms, there shall be no third party beneficiary to any agreement entered into with Paydel.

Governing Law

These terms and conditions shall be governed by and construed in accordance with the laws of Kenya in which Paydel is located.

Headings

Headings are for reference purposes only and in no way define, limit, construe or describe the scope or extent of such section.

Contacts

All notices, complaints, recommendations and suggestions should be channeled via phone: +254 712 352 027 or E‐mail paydel@mail.com

Liability

Delivery Company is not liable for any damage to goods during transit. Delivery Company is also not liable for any indirect or consequential damages arising from the use of its services.

Intellectual Property

Paydel retains all intellectual property rights in the services provided, including all trademarks, trade names, logos, and other proprietary information.

Amendments

Paydel reserves the right to amend these terms and conditions at any time. The most current version of the terms and conditions can be found on the Delivery Company website.

FAQ’s

How is my product packed and delivered?

Every shipped item on Paydel is packed and shipped specifically to ensure the product arrives at your door. If you have additional questions about a specific product, you can contact our customer support team at +254712253027 - our team is happy to help answer any questions you have.

Do I have to be home to approve the package when it's delivered?

With the exception of orders where age verification is required, you don’t have to be home to approve a package when it arrives. Kindly only share the OTP to the person who will be receiving your goods on your behalf.

My friend wasn't home and missed their delivery

It is the sole responsibility of the customer to notify a gift recipient of a pending delivery. If the recipient is not available to receive the delivery and Paydel determines the delivery location is not ‘safe,’ Paydel is not responsible for a damaged product and/or additional shipping fees.

Where is my order?

You can check the status of your order by following the steps outlined below.

1. Go to your Paydel account
2. Click on the specific package
3. You will find your tracking link there

Please Note:

If you haven’t received your ‘Order Shipped’ email, your order may not have shipped out just yet. If your order has shipped and is scheduled to deliver today, please know our carriers will deliver packages anytime between 8am-8pm. The time of delivery is all subject to the local carrier. To request additional information about your order, please call our Customer Support line at +25412253027

How do I cancel my order?

Please call our Customer Support line at +254712253027 in order to cancel your order. If you placed an order for ASAP delivery: Cancellation requests must be received within 30 mins after placing the order.

If you placed an order for normal delivery: Cancellation requests must be received within a 2 hours before the order’s delivery time. In some cases changes or cancellations will not be possible due to reasons out of our control.

How do I change my address?

If you need to update an address, please contact our Customer Support team at 254712253027 within one hour after placing your order. We kindly ask customers to give Paydel and our partner shops time to act upon your request. For this reason we cannot guarantee address changes after this timeframe.

Paydel is not responsible for refunds or replacements of orders with incomplete, invalid, or incorrect addresses. The customer is responsible for checking their confirmation email at the time of placing their order. Additionally, we are not responsible for packages sent to recipients who are not available to accept packages on the delivery date. We are not able to reship packages that are returned to us by the carrier. Please take this into consideration when selecting your shipping address for an order.

What are Paydel’s Customer Support hours of operation?

We can be reached at 254712253027, 7 days a week from 8am- 5pm.

If your inquiry is about an existing order, please share your order date, name, and merchant for faster service.

I have tried to contact Paydel and received no response

We sincerely apologize if there are any delays in responding to your inquiry. We strive to put the customer first and resolve any issues as quickly as possible to keep our customers satisfied. During high volume periods (holidays, special events, etc.), our team may take a bit longer to respond due to the number of questions we receive. We will be sure to respond to all customer inquiries as quickly as we can.

My item(s) arrived damaged. What do I do?

We are very sorry to hear this! Please contact our Customer Support team at +254712253027 within 3 days of delivery with your order details and description of the damage. We understand that occasionally, items will get damaged, and we will work to remedy the solution with you.

How do I report missing item(s) ? My order is missing something or contains the wrong item(s)

We are very sorry to hear this! Please contact our Customer Support team by calling +254 712 253 027 within an hour of delivery. Our merchants are trying their very best to pack your order perfectly. However, sometimes mistakes are made. We will be sure to work with you and our merchant partners to resolve your issue as quickly as possible.

How do I report poor product quality?

We are dedicated to making sure that your order is packaged properly and shipped at the appropriate speed so it arrives at your doorstep in good condition and safe to consume. While we regularly adjust shipments to mitigate the risk of spoilage, occasionally packages are affected by conditions beyond our control, such as extreme seasonal temperatures.

How do I report that I received the wrong order?

We are very sorry to hear this! Please contact our Customer Support team at +254 712 253 027 within an hour of delivery. We understand that sometimes items get incorrectly shipped and we will work to resolve the situation quickly.

More Information about COVID-19 Related Delays

Some of our merchants have reported slight delays in orders they are currently fulfilling, due to the supply chain disruptions during the COVID-19 pandemic. Our merchants are continuing to operate following the safest standards to ship their products nationwide, but some supplies & packaging have longer lead times than usual which may cause a shipment delay for your order. In addition, our shipping partners are experiencing higher than normal volumes which may cause the shipment of your order to take longer than expected.

We greatly appreciate your patience and understanding during these unprecedented times.

Internet Delays

The Services may be subject to limitations, delays, and other problems inherent in the use of the internet and electronic communication. Paydel is not responsible for any delays, delivery failures, or any other liability, costs or damage resulting from such problems.

Notice

Paydel may give notice by means of a general notice on the Services, electronic mail to your email address in your account, telephone or text message to any telephone number provided in connection with your account, or by a notification message displayed on your account page. Such notice shall be deemed to have been given upon publication on the Services or upon the expiration of 12 hours after sending (if sent by email or telephone).

It shall be your responsibility to keep your contact information (including email address and telephone number) current and you will be deemed to have received any notice issued based on the contact information in your account, whether or not you actually receive it. You may give notice to Paydel, with such notice deemed given when received by Paydel, at any time through the email address paydelapp@gmail.com

Data Privacy

Paydel’s collection and use of personal information in connection with the Services is described in our Data Privacy Policy located at the terms of which are incorporated into these Terms. Any data, including personal data, shared with Paydel will be used in accordance with this Data Privacy Policy.

You will ensure that any personal information that comes into your possession as a result of these Terms including but not limited to any data or information in regard to Paydel, Paydel’s employees, the Transporters and their employees and third parties and their employees must be collected and processed in accordance with the provisions of the applicable data protection laws in your territory and any other applicable laws.

By accessing or using the Services, you hereby freely, unequivocally and expressly authorize Paydel to receive, record, process, store and transfer your data, including personal data, in accordance with the law and our Data Privacy Policy.

You hereby freely, unequivocally and expressly consent to the transfer of your data, including personal data, to third parties to be used for credit checks and other verification purposes.

Confidentiality

By accessing or using the Services, you hereby agree and undertake not to disclose to any person any confidential information concerning the business, affairs, customers, data, clients or suppliers of Paydel and the Transporters save as is expressly required by law. You also unequivocally agree not to use any information obtained through the Services for any purpose other than to procure fulfillment services through the Services.

Any violation of this provision shall warrant a charge, for each such violation, that shall be determined by Paydel in its sole discretion, bearing in mind:

1. the loss and expense occasioned by such loss; and
2. any deterrence measures Paydel may wish to pursue.

Publication of Information

If you provide Paydel any feedback, suggestions, or other information or ideas regarding the Service (“Feedback”), you hereby assign to Paydel all rights in the Feedback and agree that Paydel has the right to use such Feedback and related information in any manner it deems appropriate.

Paydel will treat any Feedback you provide as non-confidential and non-proprietary. You agree that you will not submit to Paydel any information or ideas that you consider to be confidential or proprietary.

Non-Solicitation

You shall not, except with the prior written consent of Paydel, attempt to solicit or entice away; or solicit or entice away, from the service of Paydel, the services of any Transporter, for any duration of time however brief. This provision shall continue in force for one (1) year subsequent to termination of usage of the Services.

In the event of a violation, you shall be liable to a penalty to be calculated as follows, for each person solicited or enticed away: the total gross revenue to Paydel, for the 12 months immediately preceding the solicitation event, supplied on average by a person of the same class as the Transporter.

Miscellaneous Provisions

Termination

In the event of breach on your part Paydel reserves the right to immediately terminate the Agreement forthwith, and /or close or suspend your Account. Paydel further reserves the right to terminate the Agreement by written notice.

Responsibility

If you authorize, assist, encourage or facilitate another person or entity to take any action related to the subject matter of these Terms with Paydel, you shall be deemed to have taken the action yourself.

Severability

If any portion of these Terms is held by a court of competent jurisdiction to be invalid or unenforceable, the remaining provisions of these Terms will remain in full force and effect, and any invalid or unenforceable portions shall be construed in a manner that most closely reflects the effect and intent of the original language. If such construction is not possible, the provision will be severed from these Terms, and the rest of the Terms shall remain in full force and effect.

Waivers

Any failure by Paydel to enforce any right or provision of these Terms shall in no way be construed to be a present or future waiver of such provision nor in any way affect our right to enforce such provision thereafter. All waivers by us must be acknowledged and agreed in writing. Successors and Assigns. These Terms will be binding upon, and inure to the benefit of Paydel and any contracting parties and their respective successors and assigns.

Assignment

You may not assign these Terms without the prior written approval of Paydel. Paydel may assign these Terms without your consent to (a) a parent, subsidiary or affiliate; (b) an acquirer of Paydel’s equity, business or assets; or (c) a successor by merger. Any purported assignment in violation of this section shall be void.

No Agency

No partnership, contract of employment, agency, joint venture or franchise relationship shall be created between you, Paydel or any Transporters as a result of these Terms or use of the Services. No Third Party Beneficiary. You acknowledge and agree that, except as otherwise expressly provided in these Terms, there shall be no third party beneficiary to any agreement entered into with Paydel.

Governing Law

These terms and conditions shall be governed by and construed in accordance with the laws of Kenya in which Paydel is located.

Headings

Headings are for reference purposes only and in no way define, limit, construe or describe the scope or extent of such section.

Contacts

All notices, complaints, recommendations and suggestions should be channeled via phone: +254 712 352 027 or E‐mail paydel@mail.com

Liability

Delivery Company is not liable for any damage to goods during transit. Delivery Company is also not liable for any indirect or consequential damages arising from the use of its services.

Intellectual Property

Paydel retains all intellectual property rights in the services provided, including all trademarks, trade names, logos, and other proprietary information.

Amendments

Paydel reserves the right to amend these terms and conditions at any time. The most current version of the terms and conditions can be found on the Delivery Company website.

FAQ’s

How is my product packed and delivered?

Every shipped item on Paydel is packed and shipped specifically to ensure the product arrives at your door. If you have additional questions about a specific product, you can contact our customer support team at +254712253027 - our team is happy to help answer any questions you have.

Do I have to be home to approve the package when it's delivered?

With the exception of orders where age verification is required, you don’t have to be home to approve a package when it arrives. Kindly only share the OTP to the person who will be receiving your goods on your behalf.

My friend wasn't home and missed their delivery

It is the sole responsibility of the customer to notify a gift recipient of a pending delivery. If the recipient is not available to receive the delivery and Paydel determines the delivery location is not ‘safe,’ Paydel is not responsible for a damaged product and/or additional shipping fees.

Where is my order?

You can check the status of your order by following the steps outlined below.

1. Go to your Paydel account
2. Click on the specific package
3. You will find your tracking link there

Please Note:

If you haven’t received your ‘Order Shipped’ email, your order may not have shipped out just yet. If your order has shipped and is scheduled to deliver today, please know our carriers will deliver packages anytime between 8am-8pm. The time of delivery is all subject to the local carrier. To request additional information about your order, please call our Customer Support line at +25412253027

How do I cancel my order?

Please call our Customer Support line at +254712253027 in order to cancel your order. If you placed an order for ASAP delivery: Cancellation requests must be received within 30 mins after placing the order.

If you placed an order for normal delivery: Cancellation requests must be received within a 2 hours before the order’s delivery time. In some cases changes or cancellations will not be possible due to reasons out of our control.

How do I change my address?

If you need to update an address, please contact our Customer Support team at 254712253027 within one hour after placing your order. We kindly ask customers to give Paydel and our partner shops time to act upon your request. For this reason we cannot guarantee address changes after this timeframe.

Paydel is not responsible for refunds or replacements of orders with incomplete, invalid, or incorrect addresses. The customer is responsible for checking their confirmation email at the time of placing their order. Additionally, we are not responsible for packages sent to recipients who are not available to accept packages on the delivery date. We are not able to reship packages that are returned to us by the carrier. Please take this into consideration when selecting your shipping address for an order.

What are Paydel’s Customer Support hours of operation?

We can be reached at 254712253027, 7 days a week from 8am- 5pm.

If your inquiry is about an existing order, please share your order date, name, and merchant for faster service.

I have tried to contact Paydel and received no response

We sincerely apologize if there are any delays in responding to your inquiry. We strive to put the customer first and resolve any issues as quickly as possible to keep our customers satisfied. During high volume periods (holidays, special events, etc.), our team may take a bit longer to respond due to the number of questions we receive. We will be sure to respond to all customer inquiries as quickly as we can.

My item(s) arrived damaged. What do I do?

We are very sorry to hear this! Please contact our Customer Support team at +254712253027 within 3 days of delivery with your order details and description of the damage. We understand that occasionally, items will get damaged, and we will work to remedy the solution with you.

How do I report missing item(s) ? My order is missing something or contains the wrong item(s)

We are very sorry to hear this! Please contact our Customer Support team by calling +254 712 253 027 within an hour of delivery. Our merchants are trying their very best to pack your order perfectly. However, sometimes mistakes are made. We will be sure to work with you and our merchant partners to resolve your issue as quickly as possible.

How do I report poor product quality?

We are dedicated to making sure that your order is packaged properly and shipped at the appropriate speed so it arrives at your doorstep in good condition and safe to consume. While we regularly adjust shipments to mitigate the risk of spoilage, occasionally packages are affected by conditions beyond our control, such as extreme seasonal temperatures.

How do I report that I received the wrong order?

We are very sorry to hear this! Please contact our Customer Support team at +254 712 253 027 within an hour of delivery. We understand that sometimes items get incorrectly shipped and we will work to resolve the situation quickly.

More Information about COVID-19 Related Delays

Some of our merchants have reported slight delays in orders they are currently fulfilling, due to the supply chain disruptions during the COVID-19 pandemic. Our merchants are continuing to operate following the safest standards to ship their products nationwide, but some supplies & packaging have longer lead times than usual which may cause a shipment delay for your order. In addition, our shipping partners are experiencing higher than normal volumes which may cause the shipment of your order to take longer than expected.

We greatly appreciate your patience and understanding during these unprecedented times.

Notice

Paydel may give notice by means of a general notice on the Services, electronic mail to your email address in your account, telephone or text message to any telephone number provided in connection with your account, or by a notification message displayed on your account page. Such notice shall be deemed to have been given upon publication on the Services or upon the expiration of 12 hours after sending (if sent by email or telephone).

It shall be your responsibility to keep your contact information (including email address and telephone number) current and you will be deemed to have received any notice issued based on the contact information in your account, whether or not you actually receive it. You may give notice to Paydel, with such notice deemed given when received by Paydel, at any time through the email address paydelapp@gmail.com

Data Privacy

Paydel’s collection and use of personal information in connection with the Services is described in our Data Privacy Policy located at the terms of which are incorporated into these Terms. Any data, including personal data, shared with Paydel will be used in accordance with this Data Privacy Policy.

You will ensure that any personal information that comes into your possession as a result of these Terms including but not limited to any data or information in regard to Paydel, Paydel’s employees, the Transporters and their employees and third parties and their employees must be collected and processed in accordance with the provisions of the applicable data protection laws in your territory and any other applicable laws.

By accessing or using the Services, you hereby freely, unequivocally and expressly authorize Paydel to receive, record, process, store and transfer your data, including personal data, in accordance with the law and our Data Privacy Policy.

You hereby freely, unequivocally and expressly consent to the transfer of your data, including personal data, to third parties to be used for credit checks and other verification purposes.

Confidentiality

By accessing or using the Services, you hereby agree and undertake not to disclose to any person any confidential information concerning the business, affairs, customers, data, clients or suppliers of Paydel and the Transporters save as is expressly required by law. You also unequivocally agree not to use any information obtained through the Services for any purpose other than to procure fulfillment services through the Services.

Any violation of this provision shall warrant a charge, for each such violation, that shall be determined by Paydel in its sole discretion, bearing in mind:

1. the loss and expense occasioned by such loss; and
2. any deterrence measures Paydel may wish to pursue.

Publication of Information

If you provide Paydel any feedback, suggestions, or other information or ideas regarding the Service (“Feedback”), you hereby assign to Paydel all rights in the Feedback and agree that Paydel has the right to use such Feedback and related information in any manner it deems appropriate.

Paydel will treat any Feedback you provide as non-confidential and non-proprietary. You agree that you will not submit to Paydel any information or ideas that you consider to be confidential or proprietary.

Non-Solicitation

You shall not, except with the prior written consent of Paydel, attempt to solicit or entice away; or solicit or entice away, from the service of Paydel, the services of any Transporter, for any duration of time however brief. This provision shall continue in force for one (1) year subsequent to termination of usage of the Services.

In the event of a violation, you shall be liable to a penalty to be calculated as follows, for each person solicited or enticed away: the total gross revenue to Paydel, for the 12 months immediately preceding the solicitation event, supplied on average by a person of the same class as the Transporter.

Miscellaneous Provisions

Termination

In the event of breach on your part Paydel reserves the right to immediately terminate the Agreement forthwith, and /or close or suspend your Account. Paydel further reserves the right to terminate the Agreement by written notice.

Responsibility

If you authorize, assist, encourage or facilitate another person or entity to take any action related to the subject matter of these Terms with Paydel, you shall be deemed to have taken the action yourself.

Severability

If any portion of these Terms is held by a court of competent jurisdiction to be invalid or unenforceable, the remaining provisions of these Terms will remain in full force and effect, and any invalid or unenforceable portions shall be construed in a manner that most closely reflects the effect and intent of the original language. If such construction is not possible, the provision will be severed from these Terms, and the rest of the Terms shall remain in full force and effect.

Waivers

Any failure by Paydel to enforce any right or provision of these Terms shall in no way be construed to be a present or future waiver of such provision nor in any way affect our right to enforce such provision thereafter. All waivers by us must be acknowledged and agreed in writing. Successors and Assigns. These Terms will be binding upon, and inure to the benefit of Paydel and any contracting parties and their respective successors and assigns.

Assignment

You may not assign these Terms without the prior written approval of Paydel. Paydel may assign these Terms without your consent to (a) a parent, subsidiary or affiliate; (b) an acquirer of Paydel’s equity, business or assets; or (c) a successor by merger. Any purported assignment in violation of this section shall be void.

No Agency

No partnership, contract of employment, agency, joint venture or franchise relationship shall be created between you, Paydel or any Transporters as a result of these Terms or use of the Services. No Third Party Beneficiary. You acknowledge and agree that, except as otherwise expressly provided in these Terms, there shall be no third party beneficiary to any agreement entered into with Paydel.

Governing Law

These terms and conditions shall be governed by and construed in accordance with the laws of Kenya in which Paydel is located.

Headings

Headings are for reference purposes only and in no way define, limit, construe or describe the scope or extent of such section.

Contacts

All notices, complaints, recommendations and suggestions should be channeled via phone: +254 712 352 027 or E‐mail paydel@mail.com

Liability

Delivery Company is not liable for any damage to goods during transit. Delivery Company is also not liable for any indirect or consequential damages arising from the use of its services.

Intellectual Property

Paydel retains all intellectual property rights in the services provided, including all trademarks, trade names, logos, and other proprietary information.

Amendments

Paydel reserves the right to amend these terms and conditions at any time. The most current version of the terms and conditions can be found on the Delivery Company website.

FAQ’s

How is my product packed and delivered?

Every shipped item on Paydel is packed and shipped specifically to ensure the product arrives at your door. If you have additional questions about a specific product, you can contact our customer support team at +254712253027 - our team is happy to help answer any questions you have.

Do I have to be home to approve the package when it's delivered?

With the exception of orders where age verification is required, you don’t have to be home to approve a package when it arrives. Kindly only share the OTP to the person who will be receiving your goods on your behalf.

My friend wasn't home and missed their delivery

It is the sole responsibility of the customer to notify a gift recipient of a pending delivery. If the recipient is not available to receive the delivery and Paydel determines the delivery location is not ‘safe,’ Paydel is not responsible for a damaged product and/or additional shipping fees.

Where is my order?

You can check the status of your order by following the steps outlined below.

1. Go to your Paydel account
2. Click on the specific package
3. You will find your tracking link there

Please Note:

If you haven’t received your ‘Order Shipped’ email, your order may not have shipped out just yet. If your order has shipped and is scheduled to deliver today, please know our carriers will deliver packages anytime between 8am-8pm. The time of delivery is all subject to the local carrier. To request additional information about your order, please call our Customer Support line at +25412253027

How do I cancel my order?

Please call our Customer Support line at +254712253027 in order to cancel your order. If you placed an order for ASAP delivery: Cancellation requests must be received within 30 mins after placing the order.

If you placed an order for normal delivery: Cancellation requests must be received within a 2 hours before the order’s delivery time. In some cases changes or cancellations will not be possible due to reasons out of our control.

How do I change my address?

If you need to update an address, please contact our Customer Support team at 254712253027 within one hour after placing your order. We kindly ask customers to give Paydel and our partner shops time to act upon your request. For this reason we cannot guarantee address changes after this timeframe.

Paydel is not responsible for refunds or replacements of orders with incomplete, invalid, or incorrect addresses. The customer is responsible for checking their confirmation email at the time of placing their order. Additionally, we are not responsible for packages sent to recipients who are not available to accept packages on the delivery date. We are not able to reship packages that are returned to us by the carrier. Please take this into consideration when selecting your shipping address for an order.

What are Paydel’s Customer Support hours of operation?

We can be reached at 254712253027, 7 days a week from 8am- 5pm.

If your inquiry is about an existing order, please share your order date, name, and merchant for faster service.

I have tried to contact Paydel and received no response

We sincerely apologize if there are any delays in responding to your inquiry. We strive to put the customer first and resolve any issues as quickly as possible to keep our customers satisfied. During high volume periods (holidays, special events, etc.), our team may take a bit longer to respond due to the number of questions we receive. We will be sure to respond to all customer inquiries as quickly as we can.

My item(s) arrived damaged. What do I do?

We are very sorry to hear this! Please contact our Customer Support team at +254712253027 within 3 days of delivery with your order details and description of the damage. We understand that occasionally, items will get damaged, and we will work to remedy the solution with you.

How do I report missing item(s) ? My order is missing something or contains the wrong item(s)

We are very sorry to hear this! Please contact our Customer Support team by calling +254 712 253 027 within an hour of delivery. Our merchants are trying their very best to pack your order perfectly. However, sometimes mistakes are made. We will be sure to work with you and our merchant partners to resolve your issue as quickly as possible.

How do I report poor product quality?

We are dedicated to making sure that your order is packaged properly and shipped at the appropriate speed so it arrives at your doorstep in good condition and safe to consume. While we regularly adjust shipments to mitigate the risk of spoilage, occasionally packages are affected by conditions beyond our control, such as extreme seasonal temperatures.

How do I report that I received the wrong order?

We are very sorry to hear this! Please contact our Customer Support team at +254 712 253 027 within an hour of delivery. We understand that sometimes items get incorrectly shipped and we will work to resolve the situation quickly.

More Information about COVID-19 Related Delays

Some of our merchants have reported slight delays in orders they are currently fulfilling, due to the supply chain disruptions during the COVID-19 pandemic. Our merchants are continuing to operate following the safest standards to ship their products nationwide, but some supplies & packaging have longer lead times than usual which may cause a shipment delay for your order. In addition, our shipping partners are experiencing higher than normal volumes which may cause the shipment of your order to take longer than expected.

We greatly appreciate your patience and understanding during these unprecedented times.

Data Privacy

Paydel’s collection and use of personal information in connection with the Services is described in our Data Privacy Policy located at the terms of which are incorporated into these Terms. Any data, including personal data, shared with Paydel will be used in accordance with this Data Privacy Policy.

You will ensure that any personal information that comes into your possession as a result of these Terms including but not limited to any data or information in regard to Paydel, Paydel’s employees, the Transporters and their employees and third parties and their employees must be collected and processed in accordance with the provisions of the applicable data protection laws in your territory and any other applicable laws.

By accessing or using the Services, you hereby freely, unequivocally and expressly authorize Paydel to receive, record, process, store and transfer your data, including personal data, in accordance with the law and our Data Privacy Policy.

You hereby freely, unequivocally and expressly consent to the transfer of your data, including personal data, to third parties to be used for credit checks and other verification purposes.

Confidentiality

By accessing or using the Services, you hereby agree and undertake not to disclose to any person any confidential information concerning the business, affairs, customers, data, clients or suppliers of Paydel and the Transporters save as is expressly required by law. You also unequivocally agree not to use any information obtained through the Services for any purpose other than to procure fulfillment services through the Services.

Any violation of this provision shall warrant a charge, for each such violation, that shall be determined by Paydel in its sole discretion, bearing in mind:

1. the loss and expense occasioned by such loss; and
2. any deterrence measures Paydel may wish to pursue.

Publication of Information

If you provide Paydel any feedback, suggestions, or other information or ideas regarding the Service (“Feedback”), you hereby assign to Paydel all rights in the Feedback and agree that Paydel has the right to use such Feedback and related information in any manner it deems appropriate.

Paydel will treat any Feedback you provide as non-confidential and non-proprietary. You agree that you will not submit to Paydel any information or ideas that you consider to be confidential or proprietary.

Non-Solicitation

You shall not, except with the prior written consent of Paydel, attempt to solicit or entice away; or solicit or entice away, from the service of Paydel, the services of any Transporter, for any duration of time however brief. This provision shall continue in force for one (1) year subsequent to termination of usage of the Services.

In the event of a violation, you shall be liable to a penalty to be calculated as follows, for each person solicited or enticed away: the total gross revenue to Paydel, for the 12 months immediately preceding the solicitation event, supplied on average by a person of the same class as the Transporter.

Miscellaneous Provisions

Termination

In the event of breach on your part Paydel reserves the right to immediately terminate the Agreement forthwith, and /or close or suspend your Account. Paydel further reserves the right to terminate the Agreement by written notice.

Responsibility

If you authorize, assist, encourage or facilitate another person or entity to take any action related to the subject matter of these Terms with Paydel, you shall be deemed to have taken the action yourself.

Severability

If any portion of these Terms is held by a court of competent jurisdiction to be invalid or unenforceable, the remaining provisions of these Terms will remain in full force and effect, and any invalid or unenforceable portions shall be construed in a manner that most closely reflects the effect and intent of the original language. If such construction is not possible, the provision will be severed from these Terms, and the rest of the Terms shall remain in full force and effect.

Waivers

Any failure by Paydel to enforce any right or provision of these Terms shall in no way be construed to be a present or future waiver of such provision nor in any way affect our right to enforce such provision thereafter. All waivers by us must be acknowledged and agreed in writing. Successors and Assigns. These Terms will be binding upon, and inure to the benefit of Paydel and any contracting parties and their respective successors and assigns.

Assignment

You may not assign these Terms without the prior written approval of Paydel. Paydel may assign these Terms without your consent to (a) a parent, subsidiary or affiliate; (b) an acquirer of Paydel’s equity, business or assets; or (c) a successor by merger. Any purported assignment in violation of this section shall be void.

No Agency

No partnership, contract of employment, agency, joint venture or franchise relationship shall be created between you, Paydel or any Transporters as a result of these Terms or use of the Services. No Third Party Beneficiary. You acknowledge and agree that, except as otherwise expressly provided in these Terms, there shall be no third party beneficiary to any agreement entered into with Paydel.

Governing Law

These terms and conditions shall be governed by and construed in accordance with the laws of Kenya in which Paydel is located.

Headings

Headings are for reference purposes only and in no way define, limit, construe or describe the scope or extent of such section.

Contacts

All notices, complaints, recommendations and suggestions should be channeled via phone: +254 712 352 027 or E‐mail paydel@mail.com

Liability

Delivery Company is not liable for any damage to goods during transit. Delivery Company is also not liable for any indirect or consequential damages arising from the use of its services.

Intellectual Property

Paydel retains all intellectual property rights in the services provided, including all trademarks, trade names, logos, and other proprietary information.

Amendments

Paydel reserves the right to amend these terms and conditions at any time. The most current version of the terms and conditions can be found on the Delivery Company website.

FAQ’s

How is my product packed and delivered?

Every shipped item on Paydel is packed and shipped specifically to ensure the product arrives at your door. If you have additional questions about a specific product, you can contact our customer support team at +254712253027 - our team is happy to help answer any questions you have.

Do I have to be home to approve the package when it's delivered?

With the exception of orders where age verification is required, you don’t have to be home to approve a package when it arrives. Kindly only share the OTP to the person who will be receiving your goods on your behalf.

My friend wasn't home and missed their delivery

It is the sole responsibility of the customer to notify a gift recipient of a pending delivery. If the recipient is not available to receive the delivery and Paydel determines the delivery location is not ‘safe,’ Paydel is not responsible for a damaged product and/or additional shipping fees.

Where is my order?

You can check the status of your order by following the steps outlined below.

1. Go to your Paydel account
2. Click on the specific package
3. You will find your tracking link there

Please Note:

If you haven’t received your ‘Order Shipped’ email, your order may not have shipped out just yet. If your order has shipped and is scheduled to deliver today, please know our carriers will deliver packages anytime between 8am-8pm. The time of delivery is all subject to the local carrier. To request additional information about your order, please call our Customer Support line at +25412253027

How do I cancel my order?

Please call our Customer Support line at +254712253027 in order to cancel your order. If you placed an order for ASAP delivery: Cancellation requests must be received within 30 mins after placing the order.

If you placed an order for normal delivery: Cancellation requests must be received within a 2 hours before the order’s delivery time. In some cases changes or cancellations will not be possible due to reasons out of our control.

How do I change my address?

If you need to update an address, please contact our Customer Support team at 254712253027 within one hour after placing your order. We kindly ask customers to give Paydel and our partner shops time to act upon your request. For this reason we cannot guarantee address changes after this timeframe.

Paydel is not responsible for refunds or replacements of orders with incomplete, invalid, or incorrect addresses. The customer is responsible for checking their confirmation email at the time of placing their order. Additionally, we are not responsible for packages sent to recipients who are not available to accept packages on the delivery date. We are not able to reship packages that are returned to us by the carrier. Please take this into consideration when selecting your shipping address for an order.

What are Paydel’s Customer Support hours of operation?

We can be reached at 254712253027, 7 days a week from 8am- 5pm.

If your inquiry is about an existing order, please share your order date, name, and merchant for faster service.

I have tried to contact Paydel and received no response

We sincerely apologize if there are any delays in responding to your inquiry. We strive to put the customer first and resolve any issues as quickly as possible to keep our customers satisfied. During high volume periods (holidays, special events, etc.), our team may take a bit longer to respond due to the number of questions we receive. We will be sure to respond to all customer inquiries as quickly as we can.

My item(s) arrived damaged. What do I do?

We are very sorry to hear this! Please contact our Customer Support team at +254712253027 within 3 days of delivery with your order details and description of the damage. We understand that occasionally, items will get damaged, and we will work to remedy the solution with you.

How do I report missing item(s) ? My order is missing something or contains the wrong item(s)

We are very sorry to hear this! Please contact our Customer Support team by calling +254 712 253 027 within an hour of delivery. Our merchants are trying their very best to pack your order perfectly. However, sometimes mistakes are made. We will be sure to work with you and our merchant partners to resolve your issue as quickly as possible.

How do I report poor product quality?

We are dedicated to making sure that your order is packaged properly and shipped at the appropriate speed so it arrives at your doorstep in good condition and safe to consume. While we regularly adjust shipments to mitigate the risk of spoilage, occasionally packages are affected by conditions beyond our control, such as extreme seasonal temperatures.

How do I report that I received the wrong order?

We are very sorry to hear this! Please contact our Customer Support team at +254 712 253 027 within an hour of delivery. We understand that sometimes items get incorrectly shipped and we will work to resolve the situation quickly.

More Information about COVID-19 Related Delays

Some of our merchants have reported slight delays in orders they are currently fulfilling, due to the supply chain disruptions during the COVID-19 pandemic. Our merchants are continuing to operate following the safest standards to ship their products nationwide, but some supplies & packaging have longer lead times than usual which may cause a shipment delay for your order. In addition, our shipping partners are experiencing higher than normal volumes which may cause the shipment of your order to take longer than expected.

We greatly appreciate your patience and understanding during these unprecedented times.

Confidentiality

By accessing or using the Services, you hereby agree and undertake not to disclose to any person any confidential information concerning the business, affairs, customers, data, clients or suppliers of Paydel and the Transporters save as is expressly required by law. You also unequivocally agree not to use any information obtained through the Services for any purpose other than to procure fulfillment services through the Services.

Any violation of this provision shall warrant a charge, for each such violation, that shall be determined by Paydel in its sole discretion, bearing in mind:

1. the loss and expense occasioned by such loss; and
2. any deterrence measures Paydel may wish to pursue.

Publication of Information

If you provide Paydel any feedback, suggestions, or other information or ideas regarding the Service (“Feedback”), you hereby assign to Paydel all rights in the Feedback and agree that Paydel has the right to use such Feedback and related information in any manner it deems appropriate.

Paydel will treat any Feedback you provide as non-confidential and non-proprietary. You agree that you will not submit to Paydel any information or ideas that you consider to be confidential or proprietary.

Non-Solicitation

You shall not, except with the prior written consent of Paydel, attempt to solicit or entice away; or solicit or entice away, from the service of Paydel, the services of any Transporter, for any duration of time however brief. This provision shall continue in force for one (1) year subsequent to termination of usage of the Services.

In the event of a violation, you shall be liable to a penalty to be calculated as follows, for each person solicited or enticed away: the total gross revenue to Paydel, for the 12 months immediately preceding the solicitation event, supplied on average by a person of the same class as the Transporter.

Miscellaneous Provisions

Termination

In the event of breach on your part Paydel reserves the right to immediately terminate the Agreement forthwith, and /or close or suspend your Account. Paydel further reserves the right to terminate the Agreement by written notice.

Responsibility

If you authorize, assist, encourage or facilitate another person or entity to take any action related to the subject matter of these Terms with Paydel, you shall be deemed to have taken the action yourself.

Severability

If any portion of these Terms is held by a court of competent jurisdiction to be invalid or unenforceable, the remaining provisions of these Terms will remain in full force and effect, and any invalid or unenforceable portions shall be construed in a manner that most closely reflects the effect and intent of the original language. If such construction is not possible, the provision will be severed from these Terms, and the rest of the Terms shall remain in full force and effect.

Waivers

Any failure by Paydel to enforce any right or provision of these Terms shall in no way be construed to be a present or future waiver of such provision nor in any way affect our right to enforce such provision thereafter. All waivers by us must be acknowledged and agreed in writing. Successors and Assigns. These Terms will be binding upon, and inure to the benefit of Paydel and any contracting parties and their respective successors and assigns.

Assignment

You may not assign these Terms without the prior written approval of Paydel. Paydel may assign these Terms without your consent to (a) a parent, subsidiary or affiliate; (b) an acquirer of Paydel’s equity, business or assets; or (c) a successor by merger. Any purported assignment in violation of this section shall be void.

No Agency

No partnership, contract of employment, agency, joint venture or franchise relationship shall be created between you, Paydel or any Transporters as a result of these Terms or use of the Services. No Third Party Beneficiary. You acknowledge and agree that, except as otherwise expressly provided in these Terms, there shall be no third party beneficiary to any agreement entered into with Paydel.

Governing Law

These terms and conditions shall be governed by and construed in accordance with the laws of Kenya in which Paydel is located.

Headings

Headings are for reference purposes only and in no way define, limit, construe or describe the scope or extent of such section.

Contacts

All notices, complaints, recommendations and suggestions should be channeled via phone: +254 712 352 027 or E‐mail paydel@mail.com

Liability

Delivery Company is not liable for any damage to goods during transit. Delivery Company is also not liable for any indirect or consequential damages arising from the use of its services.

Intellectual Property

Paydel retains all intellectual property rights in the services provided, including all trademarks, trade names, logos, and other proprietary information.

Amendments

Paydel reserves the right to amend these terms and conditions at any time. The most current version of the terms and conditions can be found on the Delivery Company website.

FAQ’s

How is my product packed and delivered?

Every shipped item on Paydel is packed and shipped specifically to ensure the product arrives at your door. If you have additional questions about a specific product, you can contact our customer support team at +254712253027 - our team is happy to help answer any questions you have.

Do I have to be home to approve the package when it's delivered?

With the exception of orders where age verification is required, you don’t have to be home to approve a package when it arrives. Kindly only share the OTP to the person who will be receiving your goods on your behalf.

My friend wasn't home and missed their delivery

It is the sole responsibility of the customer to notify a gift recipient of a pending delivery. If the recipient is not available to receive the delivery and Paydel determines the delivery location is not ‘safe,’ Paydel is not responsible for a damaged product and/or additional shipping fees.

Where is my order?

You can check the status of your order by following the steps outlined below.

1. Go to your Paydel account
2. Click on the specific package
3. You will find your tracking link there

Please Note:

If you haven’t received your ‘Order Shipped’ email, your order may not have shipped out just yet. If your order has shipped and is scheduled to deliver today, please know our carriers will deliver packages anytime between 8am-8pm. The time of delivery is all subject to the local carrier. To request additional information about your order, please call our Customer Support line at +25412253027

How do I cancel my order?

Please call our Customer Support line at +254712253027 in order to cancel your order. If you placed an order for ASAP delivery: Cancellation requests must be received within 30 mins after placing the order.

If you placed an order for normal delivery: Cancellation requests must be received within a 2 hours before the order’s delivery time. In some cases changes or cancellations will not be possible due to reasons out of our control.

How do I change my address?

If you need to update an address, please contact our Customer Support team at 254712253027 within one hour after placing your order. We kindly ask customers to give Paydel and our partner shops time to act upon your request. For this reason we cannot guarantee address changes after this timeframe.

Paydel is not responsible for refunds or replacements of orders with incomplete, invalid, or incorrect addresses. The customer is responsible for checking their confirmation email at the time of placing their order. Additionally, we are not responsible for packages sent to recipients who are not available to accept packages on the delivery date. We are not able to reship packages that are returned to us by the carrier. Please take this into consideration when selecting your shipping address for an order.

What are Paydel’s Customer Support hours of operation?

We can be reached at 254712253027, 7 days a week from 8am- 5pm.

If your inquiry is about an existing order, please share your order date, name, and merchant for faster service.

I have tried to contact Paydel and received no response

We sincerely apologize if there are any delays in responding to your inquiry. We strive to put the customer first and resolve any issues as quickly as possible to keep our customers satisfied. During high volume periods (holidays, special events, etc.), our team may take a bit longer to respond due to the number of questions we receive. We will be sure to respond to all customer inquiries as quickly as we can.

My item(s) arrived damaged. What do I do?

We are very sorry to hear this! Please contact our Customer Support team at +254712253027 within 3 days of delivery with your order details and description of the damage. We understand that occasionally, items will get damaged, and we will work to remedy the solution with you.

How do I report missing item(s) ? My order is missing something or contains the wrong item(s)

We are very sorry to hear this! Please contact our Customer Support team by calling +254 712 253 027 within an hour of delivery. Our merchants are trying their very best to pack your order perfectly. However, sometimes mistakes are made. We will be sure to work with you and our merchant partners to resolve your issue as quickly as possible.

How do I report poor product quality?

We are dedicated to making sure that your order is packaged properly and shipped at the appropriate speed so it arrives at your doorstep in good condition and safe to consume. While we regularly adjust shipments to mitigate the risk of spoilage, occasionally packages are affected by conditions beyond our control, such as extreme seasonal temperatures.

How do I report that I received the wrong order?

We are very sorry to hear this! Please contact our Customer Support team at +254 712 253 027 within an hour of delivery. We understand that sometimes items get incorrectly shipped and we will work to resolve the situation quickly.

More Information about COVID-19 Related Delays

Some of our merchants have reported slight delays in orders they are currently fulfilling, due to the supply chain disruptions during the COVID-19 pandemic. Our merchants are continuing to operate following the safest standards to ship their products nationwide, but some supplies & packaging have longer lead times than usual which may cause a shipment delay for your order. In addition, our shipping partners are experiencing higher than normal volumes which may cause the shipment of your order to take longer than expected.

We greatly appreciate your patience and understanding during these unprecedented times.

Publication of Information

If you provide Paydel any feedback, suggestions, or other information or ideas regarding the Service (“Feedback”), you hereby assign to Paydel all rights in the Feedback and agree that Paydel has the right to use such Feedback and related information in any manner it deems appropriate.

Paydel will treat any Feedback you provide as non-confidential and non-proprietary. You agree that you will not submit to Paydel any information or ideas that you consider to be confidential or proprietary.

Non-Solicitation

You shall not, except with the prior written consent of Paydel, attempt to solicit or entice away; or solicit or entice away, from the service of Paydel, the services of any Transporter, for any duration of time however brief. This provision shall continue in force for one (1) year subsequent to termination of usage of the Services.

In the event of a violation, you shall be liable to a penalty to be calculated as follows, for each person solicited or enticed away: the total gross revenue to Paydel, for the 12 months immediately preceding the solicitation event, supplied on average by a person of the same class as the Transporter.

Miscellaneous Provisions

Termination

In the event of breach on your part Paydel reserves the right to immediately terminate the Agreement forthwith, and /or close or suspend your Account. Paydel further reserves the right to terminate the Agreement by written notice.

Responsibility

If you authorize, assist, encourage or facilitate another person or entity to take any action related to the subject matter of these Terms with Paydel, you shall be deemed to have taken the action yourself.

Severability

If any portion of these Terms is held by a court of competent jurisdiction to be invalid or unenforceable, the remaining provisions of these Terms will remain in full force and effect, and any invalid or unenforceable portions shall be construed in a manner that most closely reflects the effect and intent of the original language. If such construction is not possible, the provision will be severed from these Terms, and the rest of the Terms shall remain in full force and effect.

Waivers

Any failure by Paydel to enforce any right or provision of these Terms shall in no way be construed to be a present or future waiver of such provision nor in any way affect our right to enforce such provision thereafter. All waivers by us must be acknowledged and agreed in writing. Successors and Assigns. These Terms will be binding upon, and inure to the benefit of Paydel and any contracting parties and their respective successors and assigns.

Assignment

You may not assign these Terms without the prior written approval of Paydel. Paydel may assign these Terms without your consent to (a) a parent, subsidiary or affiliate; (b) an acquirer of Paydel’s equity, business or assets; or (c) a successor by merger. Any purported assignment in violation of this section shall be void.

No Agency

No partnership, contract of employment, agency, joint venture or franchise relationship shall be created between you, Paydel or any Transporters as a result of these Terms or use of the Services. No Third Party Beneficiary. You acknowledge and agree that, except as otherwise expressly provided in these Terms, there shall be no third party beneficiary to any agreement entered into with Paydel.

Governing Law

These terms and conditions shall be governed by and construed in accordance with the laws of Kenya in which Paydel is located.

Headings

Headings are for reference purposes only and in no way define, limit, construe or describe the scope or extent of such section.

Contacts

All notices, complaints, recommendations and suggestions should be channeled via phone: +254 712 352 027 or E‐mail paydel@mail.com

Liability

Delivery Company is not liable for any damage to goods during transit. Delivery Company is also not liable for any indirect or consequential damages arising from the use of its services.

Intellectual Property

Paydel retains all intellectual property rights in the services provided, including all trademarks, trade names, logos, and other proprietary information.

Amendments

Paydel reserves the right to amend these terms and conditions at any time. The most current version of the terms and conditions can be found on the Delivery Company website.

FAQ’s

How is my product packed and delivered?

Every shipped item on Paydel is packed and shipped specifically to ensure the product arrives at your door. If you have additional questions about a specific product, you can contact our customer support team at +254712253027 - our team is happy to help answer any questions you have.

Do I have to be home to approve the package when it's delivered?

With the exception of orders where age verification is required, you don’t have to be home to approve a package when it arrives. Kindly only share the OTP to the person who will be receiving your goods on your behalf.

My friend wasn't home and missed their delivery

It is the sole responsibility of the customer to notify a gift recipient of a pending delivery. If the recipient is not available to receive the delivery and Paydel determines the delivery location is not ‘safe,’ Paydel is not responsible for a damaged product and/or additional shipping fees.

Where is my order?

You can check the status of your order by following the steps outlined below.

1. Go to your Paydel account
2. Click on the specific package
3. You will find your tracking link there

Please Note:

If you haven’t received your ‘Order Shipped’ email, your order may not have shipped out just yet. If your order has shipped and is scheduled to deliver today, please know our carriers will deliver packages anytime between 8am-8pm. The time of delivery is all subject to the local carrier. To request additional information about your order, please call our Customer Support line at +25412253027

How do I cancel my order?

Please call our Customer Support line at +254712253027 in order to cancel your order. If you placed an order for ASAP delivery: Cancellation requests must be received within 30 mins after placing the order.

If you placed an order for normal delivery: Cancellation requests must be received within a 2 hours before the order’s delivery time. In some cases changes or cancellations will not be possible due to reasons out of our control.

How do I change my address?

If you need to update an address, please contact our Customer Support team at 254712253027 within one hour after placing your order. We kindly ask customers to give Paydel and our partner shops time to act upon your request. For this reason we cannot guarantee address changes after this timeframe.

Paydel is not responsible for refunds or replacements of orders with incomplete, invalid, or incorrect addresses. The customer is responsible for checking their confirmation email at the time of placing their order. Additionally, we are not responsible for packages sent to recipients who are not available to accept packages on the delivery date. We are not able to reship packages that are returned to us by the carrier. Please take this into consideration when selecting your shipping address for an order.

What are Paydel’s Customer Support hours of operation?

We can be reached at 254712253027, 7 days a week from 8am- 5pm.

If your inquiry is about an existing order, please share your order date, name, and merchant for faster service.

I have tried to contact Paydel and received no response

We sincerely apologize if there are any delays in responding to your inquiry. We strive to put the customer first and resolve any issues as quickly as possible to keep our customers satisfied. During high volume periods (holidays, special events, etc.), our team may take a bit longer to respond due to the number of questions we receive. We will be sure to respond to all customer inquiries as quickly as we can.

My item(s) arrived damaged. What do I do?

We are very sorry to hear this! Please contact our Customer Support team at +254712253027 within 3 days of delivery with your order details and description of the damage. We understand that occasionally, items will get damaged, and we will work to remedy the solution with you.

How do I report missing item(s) ? My order is missing something or contains the wrong item(s)

We are very sorry to hear this! Please contact our Customer Support team by calling +254 712 253 027 within an hour of delivery. Our merchants are trying their very best to pack your order perfectly. However, sometimes mistakes are made. We will be sure to work with you and our merchant partners to resolve your issue as quickly as possible.

How do I report poor product quality?

We are dedicated to making sure that your order is packaged properly and shipped at the appropriate speed so it arrives at your doorstep in good condition and safe to consume. While we regularly adjust shipments to mitigate the risk of spoilage, occasionally packages are affected by conditions beyond our control, such as extreme seasonal temperatures.

How do I report that I received the wrong order?

We are very sorry to hear this! Please contact our Customer Support team at +254 712 253 027 within an hour of delivery. We understand that sometimes items get incorrectly shipped and we will work to resolve the situation quickly.

More Information about COVID-19 Related Delays

Some of our merchants have reported slight delays in orders they are currently fulfilling, due to the supply chain disruptions during the COVID-19 pandemic. Our merchants are continuing to operate following the safest standards to ship their products nationwide, but some supplies & packaging have longer lead times than usual which may cause a shipment delay for your order. In addition, our shipping partners are experiencing higher than normal volumes which may cause the shipment of your order to take longer than expected.

We greatly appreciate your patience and understanding during these unprecedented times.

Non-Solicitation

You shall not, except with the prior written consent of Paydel, attempt to solicit or entice away; or solicit or entice away, from the service of Paydel, the services of any Transporter, for any duration of time however brief. This provision shall continue in force for one (1) year subsequent to termination of usage of the Services.

In the event of a violation, you shall be liable to a penalty to be calculated as follows, for each person solicited or enticed away: the total gross revenue to Paydel, for the 12 months immediately preceding the solicitation event, supplied on average by a person of the same class as the Transporter.

Miscellaneous Provisions

Termination

In the event of breach on your part Paydel reserves the right to immediately terminate the Agreement forthwith, and /or close or suspend your Account. Paydel further reserves the right to terminate the Agreement by written notice.

Responsibility

If you authorize, assist, encourage or facilitate another person or entity to take any action related to the subject matter of these Terms with Paydel, you shall be deemed to have taken the action yourself.

Severability

If any portion of these Terms is held by a court of competent jurisdiction to be invalid or unenforceable, the remaining provisions of these Terms will remain in full force and effect, and any invalid or unenforceable portions shall be construed in a manner that most closely reflects the effect and intent of the original language. If such construction is not possible, the provision will be severed from these Terms, and the rest of the Terms shall remain in full force and effect.

Waivers

Any failure by Paydel to enforce any right or provision of these Terms shall in no way be construed to be a present or future waiver of such provision nor in any way affect our right to enforce such provision thereafter. All waivers by us must be acknowledged and agreed in writing. Successors and Assigns. These Terms will be binding upon, and inure to the benefit of Paydel and any contracting parties and their respective successors and assigns.

Assignment

You may not assign these Terms without the prior written approval of Paydel. Paydel may assign these Terms without your consent to (a) a parent, subsidiary or affiliate; (b) an acquirer of Paydel’s equity, business or assets; or (c) a successor by merger. Any purported assignment in violation of this section shall be void.

No Agency

No partnership, contract of employment, agency, joint venture or franchise relationship shall be created between you, Paydel or any Transporters as a result of these Terms or use of the Services. No Third Party Beneficiary. You acknowledge and agree that, except as otherwise expressly provided in these Terms, there shall be no third party beneficiary to any agreement entered into with Paydel.

Governing Law

These terms and conditions shall be governed by and construed in accordance with the laws of Kenya in which Paydel is located.

Headings

Headings are for reference purposes only and in no way define, limit, construe or describe the scope or extent of such section.

Contacts

All notices, complaints, recommendations and suggestions should be channeled via phone: +254 712 352 027 or E‐mail paydel@mail.com

Liability

Delivery Company is not liable for any damage to goods during transit. Delivery Company is also not liable for any indirect or consequential damages arising from the use of its services.

Intellectual Property

Paydel retains all intellectual property rights in the services provided, including all trademarks, trade names, logos, and other proprietary information.

Amendments

Paydel reserves the right to amend these terms and conditions at any time. The most current version of the terms and conditions can be found on the Delivery Company website.

FAQ’s

How is my product packed and delivered?

Every shipped item on Paydel is packed and shipped specifically to ensure the product arrives at your door. If you have additional questions about a specific product, you can contact our customer support team at +254712253027 - our team is happy to help answer any questions you have.

Do I have to be home to approve the package when it's delivered?

With the exception of orders where age verification is required, you don’t have to be home to approve a package when it arrives. Kindly only share the OTP to the person who will be receiving your goods on your behalf.

My friend wasn't home and missed their delivery

It is the sole responsibility of the customer to notify a gift recipient of a pending delivery. If the recipient is not available to receive the delivery and Paydel determines the delivery location is not ‘safe,’ Paydel is not responsible for a damaged product and/or additional shipping fees.

Where is my order?

You can check the status of your order by following the steps outlined below.

1. Go to your Paydel account
2. Click on the specific package
3. You will find your tracking link there

Please Note:

If you haven’t received your ‘Order Shipped’ email, your order may not have shipped out just yet. If your order has shipped and is scheduled to deliver today, please know our carriers will deliver packages anytime between 8am-8pm. The time of delivery is all subject to the local carrier. To request additional information about your order, please call our Customer Support line at +25412253027

How do I cancel my order?

Please call our Customer Support line at +254712253027 in order to cancel your order. If you placed an order for ASAP delivery: Cancellation requests must be received within 30 mins after placing the order.

If you placed an order for normal delivery: Cancellation requests must be received within a 2 hours before the order’s delivery time. In some cases changes or cancellations will not be possible due to reasons out of our control.

How do I change my address?

If you need to update an address, please contact our Customer Support team at 254712253027 within one hour after placing your order. We kindly ask customers to give Paydel and our partner shops time to act upon your request. For this reason we cannot guarantee address changes after this timeframe.

Paydel is not responsible for refunds or replacements of orders with incomplete, invalid, or incorrect addresses. The customer is responsible for checking their confirmation email at the time of placing their order. Additionally, we are not responsible for packages sent to recipients who are not available to accept packages on the delivery date. We are not able to reship packages that are returned to us by the carrier. Please take this into consideration when selecting your shipping address for an order.

What are Paydel’s Customer Support hours of operation?

We can be reached at 254712253027, 7 days a week from 8am- 5pm.

If your inquiry is about an existing order, please share your order date, name, and merchant for faster service.

I have tried to contact Paydel and received no response

We sincerely apologize if there are any delays in responding to your inquiry. We strive to put the customer first and resolve any issues as quickly as possible to keep our customers satisfied. During high volume periods (holidays, special events, etc.), our team may take a bit longer to respond due to the number of questions we receive. We will be sure to respond to all customer inquiries as quickly as we can.

My item(s) arrived damaged. What do I do?

We are very sorry to hear this! Please contact our Customer Support team at +254712253027 within 3 days of delivery with your order details and description of the damage. We understand that occasionally, items will get damaged, and we will work to remedy the solution with you.

How do I report missing item(s) ? My order is missing something or contains the wrong item(s)

We are very sorry to hear this! Please contact our Customer Support team by calling +254 712 253 027 within an hour of delivery. Our merchants are trying their very best to pack your order perfectly. However, sometimes mistakes are made. We will be sure to work with you and our merchant partners to resolve your issue as quickly as possible.

How do I report poor product quality?

We are dedicated to making sure that your order is packaged properly and shipped at the appropriate speed so it arrives at your doorstep in good condition and safe to consume. While we regularly adjust shipments to mitigate the risk of spoilage, occasionally packages are affected by conditions beyond our control, such as extreme seasonal temperatures.

How do I report that I received the wrong order?

We are very sorry to hear this! Please contact our Customer Support team at +254 712 253 027 within an hour of delivery. We understand that sometimes items get incorrectly shipped and we will work to resolve the situation quickly.

More Information about COVID-19 Related Delays

Some of our merchants have reported slight delays in orders they are currently fulfilling, due to the supply chain disruptions during the COVID-19 pandemic. Our merchants are continuing to operate following the safest standards to ship their products nationwide, but some supplies & packaging have longer lead times than usual which may cause a shipment delay for your order. In addition, our shipping partners are experiencing higher than normal volumes which may cause the shipment of your order to take longer than expected.

We greatly appreciate your patience and understanding during these unprecedented times.

Miscellaneous Provisions

Termination

In the event of breach on your part Paydel reserves the right to immediately terminate the Agreement forthwith, and /or close or suspend your Account. Paydel further reserves the right to terminate the Agreement by written notice.

Responsibility

If you authorize, assist, encourage or facilitate another person or entity to take any action related to the subject matter of these Terms with Paydel, you shall be deemed to have taken the action yourself.

Severability

If any portion of these Terms is held by a court of competent jurisdiction to be invalid or unenforceable, the remaining provisions of these Terms will remain in full force and effect, and any invalid or unenforceable portions shall be construed in a manner that most closely reflects the effect and intent of the original language. If such construction is not possible, the provision will be severed from these Terms, and the rest of the Terms shall remain in full force and effect.

Waivers

Any failure by Paydel to enforce any right or provision of these Terms shall in no way be construed to be a present or future waiver of such provision nor in any way affect our right to enforce such provision thereafter. All waivers by us must be acknowledged and agreed in writing. Successors and Assigns. These Terms will be binding upon, and inure to the benefit of Paydel and any contracting parties and their respective successors and assigns.

Assignment

You may not assign these Terms without the prior written approval of Paydel. Paydel may assign these Terms without your consent to (a) a parent, subsidiary or affiliate; (b) an acquirer of Paydel’s equity, business or assets; or (c) a successor by merger. Any purported assignment in violation of this section shall be void.

No Agency

No partnership, contract of employment, agency, joint venture or franchise relationship shall be created between you, Paydel or any Transporters as a result of these Terms or use of the Services. No Third Party Beneficiary. You acknowledge and agree that, except as otherwise expressly provided in these Terms, there shall be no third party beneficiary to any agreement entered into with Paydel.

Governing Law

These terms and conditions shall be governed by and construed in accordance with the laws of Kenya in which Paydel is located.

Headings

Headings are for reference purposes only and in no way define, limit, construe or describe the scope or extent of such section.

Contacts

All notices, complaints, recommendations and suggestions should be channeled via phone: +254 712 352 027 or E‐mail paydel@mail.com

Liability

Delivery Company is not liable for any damage to goods during transit. Delivery Company is also not liable for any indirect or consequential damages arising from the use of its services.

Intellectual Property

Paydel retains all intellectual property rights in the services provided, including all trademarks, trade names, logos, and other proprietary information.

Amendments

Paydel reserves the right to amend these terms and conditions at any time. The most current version of the terms and conditions can be found on the Delivery Company website.

FAQ’s

How is my product packed and delivered?

Every shipped item on Paydel is packed and shipped specifically to ensure the product arrives at your door. If you have additional questions about a specific product, you can contact our customer support team at +254712253027 - our team is happy to help answer any questions you have.

Do I have to be home to approve the package when it's delivered?

With the exception of orders where age verification is required, you don’t have to be home to approve a package when it arrives. Kindly only share the OTP to the person who will be receiving your goods on your behalf.

My friend wasn't home and missed their delivery

It is the sole responsibility of the customer to notify a gift recipient of a pending delivery. If the recipient is not available to receive the delivery and Paydel determines the delivery location is not ‘safe,’ Paydel is not responsible for a damaged product and/or additional shipping fees.

Where is my order?

You can check the status of your order by following the steps outlined below.

1. Go to your Paydel account
2. Click on the specific package
3. You will find your tracking link there

Please Note:

If you haven’t received your ‘Order Shipped’ email, your order may not have shipped out just yet. If your order has shipped and is scheduled to deliver today, please know our carriers will deliver packages anytime between 8am-8pm. The time of delivery is all subject to the local carrier. To request additional information about your order, please call our Customer Support line at +25412253027

How do I cancel my order?

Please call our Customer Support line at +254712253027 in order to cancel your order. If you placed an order for ASAP delivery: Cancellation requests must be received within 30 mins after placing the order.

If you placed an order for normal delivery: Cancellation requests must be received within a 2 hours before the order’s delivery time. In some cases changes or cancellations will not be possible due to reasons out of our control.

How do I change my address?

If you need to update an address, please contact our Customer Support team at 254712253027 within one hour after placing your order. We kindly ask customers to give Paydel and our partner shops time to act upon your request. For this reason we cannot guarantee address changes after this timeframe.

Paydel is not responsible for refunds or replacements of orders with incomplete, invalid, or incorrect addresses. The customer is responsible for checking their confirmation email at the time of placing their order. Additionally, we are not responsible for packages sent to recipients who are not available to accept packages on the delivery date. We are not able to reship packages that are returned to us by the carrier. Please take this into consideration when selecting your shipping address for an order.

What are Paydel’s Customer Support hours of operation?

We can be reached at 254712253027, 7 days a week from 8am- 5pm.

If your inquiry is about an existing order, please share your order date, name, and merchant for faster service.

I have tried to contact Paydel and received no response

We sincerely apologize if there are any delays in responding to your inquiry. We strive to put the customer first and resolve any issues as quickly as possible to keep our customers satisfied. During high volume periods (holidays, special events, etc.), our team may take a bit longer to respond due to the number of questions we receive. We will be sure to respond to all customer inquiries as quickly as we can.

My item(s) arrived damaged. What do I do?

We are very sorry to hear this! Please contact our Customer Support team at +254712253027 within 3 days of delivery with your order details and description of the damage. We understand that occasionally, items will get damaged, and we will work to remedy the solution with you.

How do I report missing item(s) ? My order is missing something or contains the wrong item(s)

We are very sorry to hear this! Please contact our Customer Support team by calling +254 712 253 027 within an hour of delivery. Our merchants are trying their very best to pack your order perfectly. However, sometimes mistakes are made. We will be sure to work with you and our merchant partners to resolve your issue as quickly as possible.

How do I report poor product quality?

We are dedicated to making sure that your order is packaged properly and shipped at the appropriate speed so it arrives at your doorstep in good condition and safe to consume. While we regularly adjust shipments to mitigate the risk of spoilage, occasionally packages are affected by conditions beyond our control, such as extreme seasonal temperatures.

How do I report that I received the wrong order?

We are very sorry to hear this! Please contact our Customer Support team at +254 712 253 027 within an hour of delivery. We understand that sometimes items get incorrectly shipped and we will work to resolve the situation quickly.

More Information about COVID-19 Related Delays

Some of our merchants have reported slight delays in orders they are currently fulfilling, due to the supply chain disruptions during the COVID-19 pandemic. Our merchants are continuing to operate following the safest standards to ship their products nationwide, but some supplies & packaging have longer lead times than usual which may cause a shipment delay for your order. In addition, our shipping partners are experiencing higher than normal volumes which may cause the shipment of your order to take longer than expected.

We greatly appreciate your patience and understanding during these unprecedented times.