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Our Policies & Commitments

Transparent, plain-language policies that explain your rights and our obligations. We're committed to fairness for customers, drivers, and vendors.

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Privacy Policy

GDPR & Kenya DPA

Last updated: 1 April 2026

Droppy Technologies Ltd is committed to protecting your personal data. This policy explains what information we collect, how we use it, and your rights under the Kenya Data Protection Act 2019 and applicable international standards.

1. Who We Are

Droppy Technologies Ltd is a company registered in Kenya, with its registered office at Westlands, Nairobi. We operate the Droppy mobile application, web platform, and related services (collectively, the Platform).

2. Information We Collect

We collect information you provide directly (name, phone number, email, delivery addresses, payment details), information generated by your use of the Platform (location data, order history, device identifiers, app usage logs), and information from third parties (M-Pesa transaction confirmations, Google Maps geocoding, background check providers for drivers).

3. How We Use Your Information

We use your data to: match delivery requests with available drivers; process payments via M-Pesa and card processors; provide live GPS tracking; send order status notifications via SMS and push; prevent fraud and verify driver identities; improve our AI matching engine; comply with legal obligations; and communicate service updates or promotional offers (with your consent).

4. Legal Bases for Processing

We process your data on the following legal bases: contractual necessity (to provide the services you request); legitimate interests (fraud prevention, safety, platform improvement); consent (marketing communications, optional analytics cookies); and legal obligation (tax records, regulatory compliance).

5. Location Data

Real-time location is collected from drivers continuously while they are online and from customers during active delivery tracking. Location data is used solely for route optimisation, ETA calculation, and fraud detection. You may withdraw consent to background location at any time in your device settings, though this will limit certain features.

6. Sharing Your Data

We share your data with: the driver assigned to your delivery (name, phone, and pickup/drop-off location only); payment processors (M-Pesa / Safaricom, Stripe); cloud infrastructure providers (AWS, based in EU/US with Standard Contractual Clauses); identity verification providers; and law enforcement when legally required. We do not sell personal data to third parties.

7. Data Retention

Account data is retained for the lifetime of your account plus 7 years for tax and legal purposes. Deleted accounts are anonymised within 30 days. Location history is retained for 90 days. Driver background check documents are retained for 5 years after the driver leaves the platform.

8. Your Rights

Under the Kenya Data Protection Act 2019, you have the right to: access a copy of your personal data; correct inaccurate data; request erasure where no legal basis remains; object to processing for direct marketing; receive your data in a portable format; and lodge a complaint with the Office of the Data Protection Commissioner (ODPC). To exercise any right, email privacy@droppy.co.ke.

9. Security

We use TLS 1.3 encryption in transit, AES-256 encryption at rest, multi-factor authentication for internal systems, and regular penetration testing. In the event of a data breach affecting your rights, we will notify you and the ODPC within 72 hours of discovery.

10. Children

The Platform is not directed at individuals under 18. We do not knowingly collect personal data from minors. If you believe a minor has created an account, contact privacy@droppy.co.ke and we will delete the account promptly.

11. Changes to This Policy

We will notify you of material changes to this policy via in-app notification and email at least 14 days before they take effect. Continued use of the Platform after the effective date constitutes acceptance.

© 2026 Droppy Technologies Ltd · Registered in Kenya

Questions about this policy? Contact us
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Terms of Service

Effective 1 Apr 2026

Last updated: 1 April 2026

These Terms of Service govern your access to and use of the Droppy Platform. By creating an account or using any Droppy service, you agree to be bound by these Terms. Please read them carefully.

1. Acceptance of Terms

By downloading the Droppy app, creating an account, or using any feature of the Platform, you confirm that you are at least 18 years old, have the legal capacity to enter into this agreement, and accept these Terms in full. If you are using the Platform on behalf of a business, you represent that you have authority to bind that business.

2. Description of Services

Droppy operates a technology marketplace that connects: (a) senders and shoppers with independent driver-partners for delivery of parcels and goods; (b) buyers with vendor-partners through our integrated marketplace; and (c) customers with vetted moving crews for relocation services. Droppy is a technology intermediary and does not itself provide transportation or moving services.

3. User Accounts

You are responsible for maintaining the confidentiality of your password and all activity under your account. You must provide accurate and complete registration information. You may not transfer or share your account. We may suspend accounts that violate these Terms or our Community Guidelines.

4. Prohibited Conduct

You may not: use the Platform for illegal purposes; transport prohibited items (drugs, weapons, counterfeit goods, hazardous materials); harass, threaten, or discriminate against other users; reverse-engineer the Platform; create false accounts or manipulate ratings; use automated tools to access the Platform without our written permission; or sub-license your access rights.

5. Driver-Partners

Drivers who register on the Platform are independent contractors, not employees of Droppy. They set their own hours, bid on jobs, and are responsible for their own tax obligations, vehicle maintenance, and insurance. Droppy provides the technology platform, not the delivery service. A contract for each delivery is formed directly between the customer and the accepting driver.

6. Pricing and Payments

For courier bookings, prices are determined by driver bidding. For marketplace purchases, prices are set by vendor-partners. Droppy charges a platform service fee included in the displayed price. All payments are processed securely via M-Pesa or card. Droppy does not store card numbers on its servers. Service fees are non-refundable except where Droppy is at fault.

7. Cancellations and Refunds

You may cancel a delivery booking free of charge within 2 minutes of booking or before a driver accepts. Cancellations after driver acceptance incur a KES 50 cancellation fee. For marketplace orders, you may request a return within 7 days of delivery if the item is faulty, not as described, or undelivered. Vendor return policies may also apply. Refunds are processed within 5 business days.

8. Liability Limitations

Droppy's liability for any single claim arising from the Platform is limited to the fees paid by you for the specific transaction giving rise to the claim. Droppy is not liable for: indirect or consequential losses; loss of profit or business opportunity; delays caused by traffic, weather, or acts of God; or the acts or omissions of independent driver-partners beyond our reasonable control.

9. Intellectual Property

All content on the Platform including the Droppy name, logo, software, text, and data is owned by or licensed to Droppy and protected by Kenyan and international intellectual property laws. You may not reproduce, distribute, or create derivative works without our prior written consent.

10. Governing Law & Disputes

These Terms are governed by the laws of Kenya. Any dispute shall first be submitted to mediation under the Nairobi Centre for International Arbitration rules. If mediation fails within 60 days, disputes shall be resolved by binding arbitration in Nairobi, Kenya. Nothing in this clause prevents either party from seeking emergency injunctive relief from a Kenyan court.

11. Termination

We may suspend or terminate your account at any time for material breach of these Terms, upon 14 days written notice for non-material breach, or immediately if required by law. You may delete your account at any time in the app settings. Termination does not affect rights or obligations that accrued before the termination date.

© 2026 Droppy Technologies Ltd · Registered in Kenya

Questions about this policy? Contact us
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Cookie Policy

Updated Apr 2026

Last updated: 1 April 2026

This Cookie Policy explains how Droppy uses cookies and similar tracking technologies on our website and web app. It should be read alongside our Privacy Policy.

1. What Are Cookies?

Cookies are small text files stored on your device when you visit a website. They help the site remember your preferences, keep you logged in, and gather analytics data. Similar technologies include local storage, session storage, and pixel tags.

2. Cookies We Use

Strictly Necessary: Session cookies to keep you logged in; CSRF tokens for security; load-balancing cookies. These cannot be disabled. Functional: Remembering your preferred language, saved addresses, and notification preferences. Analytics: We use anonymised analytics to understand how users navigate the site and improve usability. Marketing: If you click a Droppy advertisement on a third-party site, we may set a conversion cookie to measure campaign effectiveness. We do not build cross-site advertising profiles.

3. Third-Party Cookies

Our web app embeds Google Maps for address autocomplete, which may set its own cookies subject to Google Privacy Policy. M-Pesa payment widget may set session cookies. We do not permit third-party advertising networks to set cookies on our Platform.

4. Managing Cookies

You can control cookies via our Cookie Preference Centre accessible from the footer. You can also configure your browser to block or delete cookies. Blocking strictly necessary cookies will prevent you from using authenticated features of the Platform.

5. Cookie Retention

Session cookies expire when you close your browser. Persistent cookies have the following retention periods: authentication 30 days (or 1 year if Remember Me is selected); analytics 13 months; marketing conversion 90 days.

© 2026 Droppy Technologies Ltd · Registered in Kenya

Questions about this policy? Contact us
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Acceptable Use Policy

Community Standards

Last updated: 1 April 2026

This Acceptable Use Policy sets out the standards of behaviour required of all users including customers, drivers, vendors, and businesses on the Droppy Platform.

1. General Standards

All users must interact with each other and with Droppy staff respectfully and professionally. Harassment, discrimination, or abuse based on race, gender, religion, disability, nationality, or any other characteristic will result in immediate account suspension.

2. Prohibited Items

You must not use the Platform to transport or sell: illegal drugs or controlled substances; firearms, ammunition, or explosives; counterfeit or stolen goods; hazardous materials including flammable liquids, oversized batteries, and corrosives; live animals without appropriate permits; pornographic or obscene material; or financial instruments without regulatory approval.

3. Driver Conduct

Drivers must: hold a valid Kenyan driving licence for the vehicle category operated; maintain valid vehicle insurance at all times; carry only the items specified in the booking; not open, tamper with, or photograph package contents without customer consent; not transport passengers alongside deliveries without prior written approval; and comply with all Kenyan traffic regulations.

4. Vendor Conduct

Vendors must: accurately describe all products listed on the Droppy Marketplace; honour all confirmed orders at the listed price; maintain adequate stock before accepting orders; comply with the Kenya Consumer Protection Act; handle customer complaints within 48 hours; and not list counterfeit, expired, or unsafe goods.

5. Rating Integrity

Manipulation of the ratings system including incentivising positive reviews, submitting false reviews, or coordinated negative reviewing of competitors is strictly prohibited and will result in permanent removal from the Platform.

6. Enforcement

Violations may result in warnings, temporary suspensions, permanent account bans, or referral to law enforcement authorities depending on severity. You may appeal any enforcement decision within 14 days by emailing conduct@droppy.co.ke.

© 2026 Droppy Technologies Ltd · Registered in Kenya

Questions about this policy? Contact us
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Vendor Agreement

Marketplace Terms

Last updated: 1 April 2026

This Vendor Agreement governs the relationship between Droppy and businesses or individuals who list products or services on the Droppy Marketplace. It supplements the Terms of Service.

1. Onboarding

To become a Droppy vendor, you must provide valid business registration documents or proof of self-employment, a KRA PIN certificate, a valid mobile number linked to M-Pesa, and pass our product listing review. Droppy reserves the right to approve or reject vendor applications at its discretion.

2. Fees & Commissions

Listing products on Droppy is free. Droppy charges a fulfilment commission of 8 to 12% on each completed sale, depending on product category. Commissions are deducted automatically before vendor payouts. Droppy does not charge subscription fees unless a premium plan is selected.

3. Payouts

Vendor earnings are settled to the registered M-Pesa or bank account within 2 business days of confirmed delivery. A minimum payout threshold of KES 500 applies. Droppy may withhold payout if there is an unresolved customer dispute or suspected fraudulent activity.

4. Product Compliance

Vendors are solely responsible for ensuring their products comply with all applicable Kenyan laws, including KEBS regulations, Kenya Food and Drugs Authority requirements for consumables, and any sector-specific licensing. Droppy may remove non-compliant listings immediately and without notice.

5. Order Fulfilment

Vendors must confirm or reject orders within 30 minutes. Products must be ready for driver collection within the time indicated at listing. Persistent failure to meet fulfilment standards including cancellation rate above 5% or collection wait times exceeding 45 minutes more than twice per month may result in listing suspension.

6. Returns & Disputes

Vendors must accept returns for items that are: materially different from their listing description; defective or damaged; or expired at the time of delivery. Droppy dispute team may rule in favour of the customer and debit the vendor account accordingly if the vendor fails to respond within 48 hours of a raised dispute.

7. Intellectual Property

By uploading product images and descriptions, you grant Droppy a non-exclusive, royalty-free licence to display and promote your content on the Platform and in marketing materials. You retain ownership of your content and may request its removal upon account termination.

© 2026 Droppy Technologies Ltd · Registered in Kenya

Questions about this policy? Contact us
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Driver Partner Policy

For Driver-Partners

Last updated: 1 April 2026

This Driver Partner Policy sets out the standards, rights, and obligations for individuals who register as driver-partners on the Droppy Platform.

1. Eligibility

To register as a driver-partner you must: be at least 18 years old; hold a valid Kenyan driving licence appropriate for your vehicle type; own or have lawful use of an insured vehicle registered in Kenya; provide a valid National ID or Passport; pass Droppy background screening via the Directorate of Criminal Investigations; and have a functional smartphone capable of running the Droppy Driver app.

2. Independent Contractor Status

You are an independent contractor, not an employee or agent of Droppy. You are free to work for other platforms simultaneously. You bear responsibility for your own NHIF and NSSF contributions, income tax under the Kenya Revenue Authority, vehicle maintenance, fuel, and commercial insurance. Droppy does not guarantee minimum earnings.

3. Bidding & Job Acceptance

You may bid on any available job within your area. You are not obligated to accept any job. However, repeatedly cancelling accepted jobs with a cancellation rate above 10% will result in a temporary reduction in your job visibility and may lead to account suspension after three warnings.

4. Earnings & Payouts

Your earnings are the amount the customer pays minus Droppy platform fee (currently 15% for standard deliveries, 12% for moves, 10% for bulk business deliveries). Payouts are made via M-Pesa instantly upon delivery confirmation. There is no minimum payout threshold.

5. Insurance

You must maintain comprehensive vehicle insurance that covers commercial delivery use. Droppy provides supplementary third-party liability coverage of up to KES 500,000 per incident while you are on an active delivery. This does not replace your own insurance obligations.

6. Vehicle & Safety Standards

Your vehicle must pass a roadworthiness inspection with a current NTSA inspection certificate. Vehicles must be clean, in good repair, and free of strong odours. You must not drive while under the influence of alcohol or any substance. You must comply with all Kenyan traffic regulations including speed limits and mobile phone use laws.

7. Deactivation

Your account may be deactivated for: a rating below 4.0 over 50 or more deliveries; fraudulent activity; verified customer complaints of theft, damage, or misconduct; or criminal conviction relevant to the performance of deliveries. Deactivation decisions may be appealed within 14 days to drivers@droppy.co.ke.

© 2026 Droppy Technologies Ltd · Registered in Kenya

Questions about this policy? Contact us
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Legal & Compliance Contact

For all legal enquiries, data subject access requests, vendor disputes, or compliance concerns, our legal team responds within 2 business days.

legal@droppy.co.ke🔒 privacy@droppy.co.ke