Rider Agreement

1Independent contractor relationship

You are an independent contractor, not an employee, agent or partner of Relay. You are responsible for your own taxes, NSSF and NHIF contributions. You are free to set your own hours and work for other platforms. You are responsible for your own vehicle, fuel, maintenance and insurance.

2Eligibility requirements

To register and remain active as a Relay rider, you must at all times:

• Be at least 18 years of age with a valid Kenyan National ID
• Hold a valid driving licence appropriate for your vehicle type
• Own or have authorised access to a roadworthy motorcycle or vehicle
• Have valid vehicle insurance covering third-party liability
• Have a smartphone capable of running the Relay rider app
• Not have been convicted of a criminal offence involving theft, fraud, or violence

3Onboarding and approval

Account approval requires submission and verification of your National ID, driving licence, vehicle logbook, vehicle insurance certificate, and a clear profile photo. Providing false or forged documents will result in permanent deactivation and may be referred to authorities.

4Delivery obligations

When you accept a delivery, you agree to navigate to the terminal using the pickup PIN, take a photo of the parcel at the terminal, deliver the parcel to the customer's address, and complete the delivery using the customer PIN (contact) or a proof of delivery photo (non-contact). You must never open, tamper with or inspect parcel contents.

Unassigning

You may unassign before picking up the parcel. Once you have picked up the parcel, you are committed to completing the delivery. Repeated unassignments without valid reason negatively affect your rating and may result in suspension.

5Earnings and payouts

Earnings are credited to your in-app wallet immediately upon delivery completion. Payouts are via M-Pesa B2C transfer and are typically processed within 24 hours on business days.

6Rider tiers and ratings

Your rating is a rolling average of your last 20 rated deliveries. Ratings below 3.5 over 10+ deliveries may trigger an account review.

7Emergencies and safety

If you experience a genuine emergency while on a delivery, the in-app help system allows you to call support, send an automatic WhatsApp alert, and end your session — which unassigns the delivery for re-dispatch and marks you offline. You will not be penalised for a genuine emergency.

8Suspension and deactivation

Relay may suspend your account for: fraudulent emergency reports, tampering with or theft of parcels, abusive behaviour toward customers or staff, providing false documents, operating without valid documents, creating multiple accounts, sustained low ratings, or repeated unexplained unassignments.

To appeal a suspension, contact support@relay.co.ke within 14 days of notification.

9Equipment and vehicle

You are responsible for maintaining your vehicle in roadworthy condition with valid insurance and inspection certificates. All costs associated with your vehicle and equipment are your responsibility as an independent contractor.

10Code of conduct

• Be polite, professional and respectful in all interactions with customers
• Communicate proactively if there is a delay or issue with a delivery
• Handle parcels with care and protect them from damage or theft
• Not collect or request additional payment from customers beyond what is shown in the app
• Represent yourself accurately and honestly at all times

11Data and privacy

By using the Relay rider app, you consent to Relay collecting your location, delivery and performance data as described in our Privacy Policy. Your name, phone number, vehicle type and profile photo may be shared with customers to complete their delivery. Your location is shared with customers in real time during active deliveries.

12Contact

• Riders: riders@relay.co.ke
• Support: support@relay.co.ke
• WhatsApp: +254 716 016 706