Effective Date: March 1, 2026

Version: 1.0

This Shipping & Delivery Policy ("Policy") is an integral part of the Nobo Terms and Conditions and governs all aspects of delivery services facilitated through the Nobo Platform. Nobo Agencies Ltd ("Nobo," "we," "us," or "our") operates as a digital intermediary marketplace connecting Customers, Merchants, and independent Delivery Partners (Riders). We do not own vehicles, employ Riders, or directly perform deliveries. Delivery is provided by third-party independent contractors. By placing an Order, you agree to this Policy, including the delivery protocols, fees, timelines, and limitations outlined herein. This Policy aligns with Kenyan laws, including the Consumer Protection Act (No. 46 of 2012), the Kenya Information and Communications Act, and relevant e-commerce guidelines promoting transparency in delivery terms.

1. SCOPE AND NATURE OF DELIVERY SERVICES

1.1. Nobo facilitates on-demand delivery of Goods ordered via the Platform within supported areas in Kenya (primarily Nairobi and select surrounding counties; check the app for current coverage).

1.2. Delivery is on-demand and performed by independent Delivery Partners using motorcycles, bicycles, or other vehicles. Nobo matches Orders to available Riders based on proximity, demand, and other factors.

1.3. Nobo is not a common carrier or logistics provider. We act solely as an intermediary for order matching, tracking, and payment facilitation. The Delivery Partner is an independent contractor responsible for safe transportation.

1.4. Delivery is limited to Goods that fit standard rider bags/backpacks (no oversized, hazardous, or prohibited items—see Section 8).

1.5. Service availability may vary by location, time of day, weather, traffic, or high-demand periods.

2. DELIVERY FEES AND PRICING

2.1. Delivery fees are displayed at checkout and calculated dynamically based on:

Distance from Merchant to Customer.

Current demand (surge pricing during peak hours, bad weather, or events).

Order size/type (e.g., small basket surcharge for low-value orders).

Time of day/night premiums (e.g., after 10 PM).

2.2. Fees include VAT where applicable and are non-negotiable once the Order is confirmed.

2.3. Surge pricing is temporary and disclosed in the app; it ensures Rider availability during high demand.

2.4. Tips are optional and go directly to the Delivery Partner (processed separately and non-refundable except in extreme cases like non-delivery).

2.5. No hidden fees beyond what's shown at checkout.

3. ESTIMATED DELIVERY TIMES AND TRACKING

3.1. Delivery times are estimates only, not guarantees, and depend on:

Merchant preparation time.

Traffic conditions, roadblocks, or weather.

Rider availability and route efficiency.

Customer location accessibility (e.g., gated communities, high-rises).

3.2. Typical estimates (Nairobi metro):

Standard: 20–45 minutes from Merchant dispatch.

Peak hours/bad weather: 45–90+ minutes.

Outside core Nairobi: 60–120+ minutes (if available).

3.3. Live tracking is available in the Nobo app via GPS (shared with Customer upon Rider acceptance).

3.4. Nobo is not liable for delays due to Force Majeure, traffic, Merchant delays, or external factors. We provide reasonable updates and may reassign Orders if delays exceed expectations.

4. DELIVERY PROCESS AND PROTOCOL

4.1. Order Preparation: Merchant prepares Goods; Rider is assigned once ready.

4.2. Pickup: Rider collects from Merchant (may involve wait time).

4.3. En Route: Rider transports with reasonable care (e.g., upright for liquids, insulated bags for hot/cold items where provided).

4.4. Arrival and Handover:

Rider contacts Customer via app chat/phone upon arrival.

Customer must provide accurate location details (GPS pin, building/floor, access codes).

Handover is contactless by default (place at door if requested); otherwise, direct handover.

Proof of delivery: Photo, GPS timestamp, or electronic confirmation.

4.5. The "10-Minute Rule" (as detailed in Terms): Rider waits up to 10 minutes after arrival/contact attempt.

If unreachable: Perishables may be disposed/donated; non-perishables returned (possible restocking fee). No refund for delivery fee or perishables in no-show cases.

4.6. Restricted Access: Riders are not required to enter private/gated areas without permission, climb unsafe stairs, or wait excessively. Customer must meet at a safe, accessible point if needed.

5. DELIVERY OPTIONS AND CUSTOMIZATION

5.1. Standard Delivery: Default on-demand service.

5.2. Contactless Delivery: Available and encouraged (especially during health concerns).

5.3. Leave at Door/Gate: Option at checkout (Customer assumes risk post-handover).

5.4. No Scheduled/Future Delivery: Nobo is on-demand only; no pre-scheduling beyond current Order.

5.5. Group/ Batch Delivery: Not supported; each Order is independent.

6. RISK OF LOSS AND DAMAGE DURING DELIVERY

6.1. Risk passes to Customer upon handover by Delivery Partner (or placement at designated spot if instructed).

6.2. Nobo facilitates claims for visible damage/spillage due to Rider negligence (photos required).

6.3. For Merchant-caused issues (e.g., poor packaging), responsibility lies with Merchant.

6.4. Lost/damaged Goods: Report within 24 hours via app for investigation (may involve partial refund per Refund Policy).

6.5. Nobo not liable for theft, accidents, or third-party interference during transit (e.g., mugging), though we assist in reporting to authorities.

7. DELIVERY AREAS AND RESTRICTIONS

7.1. Currently supported: Primarily Nairobi County and select areas in Kiambu, Machakos, Kajiado (check app for real-time availability).

7.2. Expansion ongoing; upcountry deliveries limited or unavailable.

7.3. Prohibited/Restricted Items:

Hazardous materials (flammables, corrosives).

Illegal substances.

Live animals/plants.

Oversized/heavy items (>10kg or large dimensions).

Alcohol/tobacco (age-restricted; ID verification may apply).

Violations may result in cancellation and reporting.

8. FORCE MAJEURE AND SERVICE INTERRUPTIONS

8.1. Nobo not liable for non-performance due to Force Majeure (e.g., floods, strikes, pandemics, nationwide outages).

8.2. In such events, we may cancel Orders with full refund of delivery fees (Goods refund per Merchant policy).

9. DISPUTE RESOLUTION FOR DELIVERY ISSUES

9.1. Report issues via app ("Report Problem") with evidence (photos, timestamps).

9.2. Nobo reviews within 48–72 hours.

9.3. Escalation follows Terms: informal → mediation → arbitration in Nairobi.

9.4. Complies with Kenyan consumer protection requirements for transparent delivery terms.

10. AMENDMENTS AND CONTACT

10.1. Nobo may update this Policy with 14 days' notice via app/email.

10.2. For delivery queries: In-app support or support@nobo.co.ke (include order ID).