Draft for review by a Kenyan advocate before publication. Details in [BRACKETS] require confirmation. This draft is not a substitute for an approved operating policy.
Who we are
ErrandGo is a service under Trinity with independent day-to-day operations. The contracting operator is [COMPANY LEGAL NAME], registration number [REGISTRATION NUMBER], of [REGISTERED ADDRESS]. Confirm this entity and a public contact before publishing. In these terms, "we" means that operator and "you" means a customer or runner using the ErrandGo website or mobile app.
The service
ErrandGo connects customers who need errands completed with runners. Services, coverage, prices and payment options are those available when you book. Tracking and notifications depend on connectivity, permissions and configured providers; estimates are not guaranteed delivery times.
You must be at least 18, provide accurate information, use contact details you control and keep your account secure. Email verification and, where enabled, phone or Google sign-in checks help protect accounts. Do not share passwords, login codes or access to another person's account.
Posting and accepting errands
- Describe lawful items, pickup and delivery addresses, instructions, timing and any purchase budget accurately.
- Review the service quote, platform charges, discounts and total before confirming. The runner's purchase of goods and the service fee are distinct costs; keep purchase instructions and receipts in the errand record.
- A runner accepts the assignment and payout shown. A requested runner offer is not an assignment until it has been accepted through the platform.
- Do not ask a runner to make an unrecorded payment or carry an item that differs materially from the booking.
Payments, wallet and refunds
- Amounts are in Kenya Shillings. Only the payment methods enabled and displayed at checkout are available.
- Wallet payments debit the available balance when a booking is created. Hosted card or supported digital wallet checkout may require payment before a runner can take the errand. Cash and M-Pesa flows may collect payment later according to the booking's payment status.
- Safaricom handles enabled M-Pesa transactions. Paystack handles enabled hosted card checkout. Do not disclose your M-Pesa PIN or card details in chat or to a runner.
- A successful redirect or a submitted payment request is not proof of payment. The transaction must be confirmed by the provider and recorded in ErrandGo.
- The platform records service charges, runner earnings, tips, wallet credits and payouts. A displayed earning does not mean that a payout has already reached the runner's account.
- An eligible cancelled prepaid errand returns wallet funds to the wallet or requests a refund through the original card provider. Refund processing may take time and provider confirmation is required. Contact support for failed, duplicate or disputed transactions.
- Wallet balances are used for ErrandGo services. [CONFIRM APPROVED WALLET, WITHDRAWAL, EXPIRY, REFUND AND COMMISSION TERMS BEFORE PUBLICATION].
Runner access and plans
Runners must complete the verification required by the platform before taking available jobs. Going online also depends on account status and device permissions. Paid plan expiry returns a runner to the Free plan; plan benefits and limits are those shown when the plan is purchased. Account suspension or a ban can restrict access independently of a subscription. [APPROVE RUNNER CONTRACTING STATUS, INSURANCE RESPONSIBILITIES AND PLAN TERMS].
Delivery and proof of handover
The customer receives a delivery code for the relevant stage of an errand. Give it to the runner only after checking and receiving the items. The runner uses it to confirm delivery. Keep receipts and report missing or damaged items promptly. A delivery code is a handover record and does not remove rights to dispute fraud, loss or defective service.
Cancellations
Customers can cancel only at stages allowed by the errand screen. Once delivery is underway, the standard customer cancellation action is unavailable; contact support. Refund eligibility depends on payment status, purchases already made and the applicable cancellation rules. [APPROVE GOODS REIMBURSEMENT, CANCELLATION CHARGES AND DISPUTE TIME LIMITS].
Prohibited use
Do not request illegal goods, controlled drugs, weapons, explosives, dangerous materials, stolen or counterfeit goods, or errands intended to harm, harass or deceive. Do not use the service to evade prescription, age, identity or licensing checks. A runner should refuse an unsafe or unlawful request and contact support. [APPROVE RESTRICTED GOODS, AGE CHECKS, SIZE AND VALUE LIMITS BEFORE LAUNCH].
Safety and conduct
Treat customers, runners and staff respectfully. Runners must follow traffic laws, hold licences and permissions required for their work, protect goods and provide purchase receipts. Customers must give safe access and accurate instructions. Report safety concerns through Help; contact the relevant emergency services for an immediate emergency.
We may investigate suspected fraud, abuse, safety concerns and policy breaches and may restrict or close an account. Operational actions should be documented and may be challenged through support.
Support and disputes
Use errand chat for instructions and Help for complaints, disputed charges, failed payments, account access and privacy requests. Support can review the booking, messages, receipts, payment references and delivery record. [CONFIRM PUBLIC SUPPORT CONTACT, SERVICE HOURS, RESPONSE TARGETS AND APPEAL PROCESS]. Our internal decision does not exclude any statutory complaint or court process available to you.
Privacy and account deletion
The Privacy Policy explains personal data use, essential browser cookies, location, provider sharing and your rights. You can request account deletion from Settings or contact support. Some records may need to be retained for lawful accounting, fraud prevention or dispute handling. Do not assume deleting the app deletes your account.
Availability and responsibility
Use the service with reasonable care. Connectivity, mapping errors, device restrictions and provider outages can affect availability. [COUNSEL TO APPROVE ALLOCATION OF RESPONSIBILITY, INSURANCE, LIABILITY AND ANY LIMITS BEFORE PUBLICATION]. Nothing in these terms excludes rights or remedies that Kenyan law does not allow us to exclude.
Changes and governing law
We may update these terms and should communicate material changes before they apply. The approved version should state its effective date. Kenyan law governs the service, subject to mandatory consumer and data protection rights. [CONFIRM DISPUTE FORUM AND EFFECTIVE DATE].
Contact
Open Help in the website or app to contact ErrandGo's independently operated support team. [ADD VERIFIED PUBLIC EMAIL, LEGAL OPERATOR AND POSTAL ADDRESS BEFORE PUBLICATION].