Contents
By creating a Relay account or using any Relay service, you agree to be bound by these Terms of Service. If you do not agree, please do not use Relay.
1Acceptance of terms
These Terms of Service constitute a legally binding agreement between you and Relay (operated by Fastech Solutions) governing your use of the Relay platform, including the customer app, rider app, and website at relay.co.ke.
By registering an account, you confirm that you have read, understood, and agree to these Terms and our Privacy Policy.
2The Relay service
Relay is a technology platform that facilitates last-mile parcel delivery in Kenya, connecting customers who have parcels at bus terminals with independent riders who deliver them. Relay is a marketplace — not a courier company. Deliveries are carried out by independent contractors who are not employees of Relay.
We reserve the right to modify, suspend, or discontinue any aspect of the service at any time with reasonable notice.
3Accounts and eligibility
To use Relay, you must be at least 18 years of age, be a resident of Kenya or using the service within Kenya, provide accurate registration information, maintain the security of your credentials, and notify us immediately of any unauthorised access.
You are responsible for all activity under your account. Relay may suspend or terminate accounts that violate these Terms or that we believe are being used fraudulently. One person may not maintain more than one active Relay account without express written permission.
4Customer terms
Booking a delivery
By confirming a delivery request and completing payment, you enter into a binding delivery arrangement. You may only use Relay to deliver parcels that are legally owned by you, do not contain illegal items or hazardous materials, and are properly packaged for transport.
Delivery PIN
For contact deliveries, you will receive a 4-digit delivery PIN in the app. Share this PIN with the rider in person at the time of delivery only. Do not share it over the phone or before the rider has physically arrived.
Your responsibilities
- Provide an accurate and accessible delivery address
- Be available to receive the parcel or arrange for someone to receive it
- Ensure the delivery location is safe and accessible for a rider
- Contact support promptly if you have concerns about your delivery
5Payments and fees
All payments are processed via Safaricom M-Pesa. Delivery fees are calculated based on a base fee, a per-kilometre rate for distance beyond 3 km, and a weight surcharge for parcels over 5 kg. The fee displayed at checkout is the final amount payable.
Relay retains 30% of the delivery fee as a platform service charge. Riders receive 70% plus any applicable weight surcharge. Relay does not store your M-Pesa PIN or any payment credentials.
6Cancellation and refunds
You may cancel a delivery request at no charge before a rider has been dispatched. Once a rider has picked up your parcel, cancellation is not permitted except in exceptional circumstances approved by support.
Refunds are processed to your M-Pesa account within 24 hours of approval for failed deliveries, rider non-arrival, or circumstances outside your control. Refunds are not issued for failed deliveries caused by incorrect addresses, customer unavailability, or parcel refusal.
7Rider terms
Riders are independent contractors, not employees of Relay. By registering as a rider, you agree to the Relay Rider Agreement in addition to these Terms. Key obligations include maintaining a valid licence and insurance, completing deliveries safely and professionally, taking required photos, and not tampering with parcel contents.
Fraudulent emergency reports used to avoid deliveries will result in immediate account suspension. All emergency reports are logged and reviewed.
8Prohibited conduct
You must not use Relay to transport illegal goods, provide false information, harass other users or staff, manipulate fees or ratings fraudulently, create multiple accounts to circumvent restrictions, or attempt to access other users' data. Violations may result in immediate suspension and referral to authorities.
9Limitation of liability
Relay is not liable for the actions of independent riders, delays or damage to parcels, or indirect and consequential losses. Relay's total liability in any circumstance shall not exceed the delivery fee paid for the relevant delivery. Riders bear personal liability for parcels from pickup to delivery.
10Disputes
Contact us first at support@relay.co.ke. We will attempt to resolve disputes amicably within 14 business days. Unresolved disputes shall be referred to mediation or arbitration under the laws of Kenya.
11Termination
You may close your account at any time by contacting support@relay.co.ke. Relay may suspend or terminate your account for breach of these Terms or fraudulent activity. Legitimate pending earnings will be paid out within 30 days of termination.
12Governing law
These Terms are governed by the laws of Kenya. Any disputes shall be subject to the exclusive jurisdiction of the courts of Kenya. These Terms constitute the entire agreement between you and Relay regarding use of the platform.
13Contact
- Legal: legal@relay.co.ke
- Support: support@relay.co.ke
- Phone: +254 716 016 706