Relay is a last-mile delivery service in Kenya. If you have a parcel arriving at a Nairobi or Kilifi bus terminal, Relay picks it up and delivers it directly to your door. You pay via M-Pesa and track your rider in real time.
Open the Relay app and tap Request Delivery. Choose the terminal where your parcel arrived, enter your National ID to find your parcel, select your delivery address, review the fee, and pay via M-Pesa. A rider will be assigned and will collect your parcel from the terminal.
Relay currently operates in Nairobi and Kilifi. We work with all major bus terminal operators in these cities. The list of available terminals is shown in the app when you select your city.
Most deliveries are completed within 1 to 3 hours of payment, depending on rider availability and distance to your address. You can track your rider in real time once a rider is assigned.
For contact deliveries, a unique 4-digit PIN is generated for your delivery. Open the Relay app and go to your active delivery or tracking screen to see this PIN. When the rider arrives, read this PIN to them in person. They enter it in their app to complete the delivery. Do not share this PIN over the phone or before the rider has physically arrived.
A contact delivery requires you to be present and share a 4-digit PIN with the rider to confirm receipt. A non-contact delivery allows the rider to leave the parcel at your door without you being present. The rider takes a photo as proof of delivery.
The fee is made up of a base fee covering the first 3 km, a per-kilometre rate for distance beyond 3 km, and a weight surcharge for parcels over 5 kg. The exact fee is shown before you confirm payment.
All payments are via Safaricom M-Pesa. After confirming your delivery, you will receive an M-Pesa STK push prompt. Enter your M-Pesa PIN to complete payment. Your delivery will be dispatched once payment is confirmed.
Please wait 5 minutes and refresh the app. If no delivery appears, contact us at support@relay.co.ke or call +254 716 016 706 with your M-Pesa receipt number and we will resolve it immediately.
Refunds are available if your parcel was not delivered, if Relay was unable to find a rider, or if the delivery was cancelled before pickup for reasons outside your control. Refunds are sent to your M-Pesa within 24 hours of approval. Contact support@relay.co.ke to request a refund.
Once a rider is assigned, open the Relay app and go to your active delivery. You will see your rider's live location on a map, updated in real time. You can also call or message your rider directly from this screen.
Yes. From the tracking screen, you can call, SMS or send an in-app message to your rider. The rider can also message you from their app.
You can cancel before a rider has been dispatched at no charge. Once a rider is dispatched, a cancellation fee may apply. Cancellations after the rider has picked up the parcel are not permitted except in exceptional circumstances. Contact support to cancel.
Download the Relay Rider app from Google Play and create an account. During registration you will need to upload your National ID, driving licence, vehicle logbook, insurance certificate, and a clear profile photo. Once verified, your account will be approved and you can start accepting deliveries.
Riders earn 70% of each delivery fee plus 100% of weight surcharges and customer tips. High-rated riders receive priority job allocation enabling more deliveries per session.
Earnings are credited to your in-app wallet immediately after each delivery is completed. You can request a payout to your M-Pesa at any time from within the app. Payouts are typically processed within 24 hours on business days.
No. Relay riders are independent contractors. You are free to set your own hours, work for other platforms simultaneously, and work as much or as little as you choose. You are responsible for your own taxes and statutory contributions.
Go to Profile in the app and tap Edit profile. You can update your name, phone number, email address and saved delivery addresses from there.
On the login screen, tap Forgot password. Enter your registered phone number or email and follow the instructions. If you do not receive a reset code, contact support.
Email us at privacy@relay.co.ke with a request to delete your account. We will process account deletion within 30 days.
Contact Relay support immediately at support@relay.co.ke or +254 716 016 706. Take photos of the damage and include your delivery waybill number. Our team will investigate and work with you to find a resolution.
Contact us immediately at support@relay.co.ke with your delivery waybill number. We will investigate using delivery photos, GPS records and rider communications, and take appropriate action.
After your delivery, you will be prompted to rate your rider. Leave a low rating and written comment. For serious incidents, contact us at support@relay.co.ke with details. All reports are reviewed and acted upon.
Still need help?
Our support team is available 7 days a week via email, phone and WhatsApp.