Delivery Liability Policy

Nduky Express Delivery Liability Policy

Effective Date: 1st August 2025

1. Introduction

This Delivery Liability Policy outlines the extent of Nduky Express' responsibility concerning the handling, transit, delay, loss, or damage of goods transported through our platform by registered riders. By using Nduky's services, both Clients and Riders agree to the terms outlined herein.

2. Nduky's Role

Nduky Express is a digital intermediary connecting Clients (senders) to independent Riders for on-demand delivery services. Nduky does not act as the owner, shipper, or direct handler of the goods. The platform facilitates service matching, tracking, and support.

3. General Liability Disclaimer

3.1 Nduky does not guarantee the condition or final delivery of the item unless explicitly stated or insured.

3.2 Items are delivered at the Client's own risk, and Clients are responsible for proper packaging and accurate destination details.

3.3 Nduky shall not be liable for any loss or damage to goods due to:

• Poor packaging by the sender
• Incorrect delivery instructions
• Force majeure (weather, traffic, strikes)
• Third-party actions (theft, vandalism)
• Rider or Client negligence

4. Value Declaration & Exclusions

4.1 Clients are encouraged to declare high-value items in advance and purchase optional rider insurance coverage through established partners.

4.2 The following items are excluded from any form of liability or compensation:

• Cash or cheques
• Jewelry, electronics over KES 5,000 (unless insured)
• Perishable goods
• Hazardous materials or illegal items

5. Rider Responsibility

5.1 Riders agree to safely transport parcels and follow Nduky's Rider Code of Conduct.

5.2 Riders are liable for damage or loss only in cases of:

• Proven negligence (e.g., reckless handling)
• Willful misconduct (e.g., theft)

5.3 In such cases, Nduky reserves the right to:

• Suspend or terminate the rider account
• Seek recovery or deduct repair/replacement value from rider earnings

6. Client Responsibility

6.1 Clients must:

• Provide accurate addresses and contact details
• Ensure items are sealed and protected
• Disclose special handling instructions at the time of request

6.2 Nduky will not compensate for delays caused by:

• Inaccessible delivery points
• Unresponsive recipients
• Delays in payment at any point

7. Delay Policy

7.1 Nduky strives for prompt delivery but does not guarantee delivery times.

7.2 Delays may occur due to traffic, weather, rider availability, or system errors.

7.3 Clients will be notified via the app if delays are expected beyond reasonable delivery windows.

8. Filing a Complaint or Claim

8.1 Clients must file any complaints or compensation claims within 24 hours of the scheduled delivery time via:

• The in-app support form
• Email: support@nduky.com

8.2 Claims must include:

• Delivery reference number
• Description and proof of loss or damage
• Estimated value and requested resolution

8.3 All claims will be reviewed within 7 business days.

9. Limit of Liability

• Unless separately insured or contractually agreed upon, Nduky's liability is capped at KES 5,000 per delivery.
• This applies only if rider negligence or system error is proven and excludes all cases listed in Section 3 and 4.

10. Changes to this Policy

Nduky reserves the right to amend this Delivery Liability Policy at any time. Changes will be communicated via the platform and take effect immediately upon publication.

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📌 By using the Nduky app, Clients and Riders accept these liability terms in full.