PICKSPOT BUSINESS
MERCHANT AGREEMENT
Operated by PickSpot Network Limited
This Agreement governs your use of PickSpot Business. By registering for or using PickSpot Business, you (the “Merchant”) agree to it, including Schedule 1 (Pricing) below, and to the Refund & Failed Delivery Policy, Acceptable Use Policy, Terms of Service, and Privacy Policy, which it incorporates. If these conflict, this Agreement and its Schedule govern fees and settlement, and the Refund & Failed Delivery Policy governs refunds and failed deliveries.
1. What PickSpot Business is
PickSpot Business lets merchants create customer order requests, coordinate payment and delivery, and receive settlement for completed orders. PickSpot is not the seller of goods. You remain solely responsible for your products, their quality, authenticity, legality, descriptions, photographs, pricing, and availability, and for compliance with applicable law, licensing, and taxes.
2. Onboarding and verification
You must provide accurate information, which may include legal name, phone number, government-issued ID, settlement (M-Pesa) details, business or store name, and social/business profiles. We may require further verification (business registration, proof of address, beneficial ownership, or information required by our partners, regulators, or law) at any time. Failure to provide it may result in restriction, settlement delay, suspension, or termination.
3. Orders and fulfilment
You create an order request showing an accurate item, photo, and price. The customer reviews and pays; a rider is dispatched; the customer confirms delivery by OTP, which completes the order and makes it eligible for settlement. Once payment is received you must prepare the correct item, make it available for collection, and cooperate with delivery. You must not interfere with delivery, OTP, or return processes, or supply incorrect, substituted, or misleading goods. If you cannot fulfil a paid order or cancel it after payment, the outcome depends on whether the parcel has been collected. If no parcel has been collected, it is a Failed Order and no Failed Delivery Fee applies. If the parcel has been collected and is then returned, it is a Failed Delivery and the KES 120 Failed Delivery Fee applies. These outcomes are governed by the Refund & Failed Delivery Policy.
If you provide a customer's phone number to PickSpot, you confirm that the number belongs to the intended customer and that the customer has agreed to receive the order request from PickSpot on WhatsApp.
4. Payment collection and settlement
For the limited purpose of collecting payment, you authorise PickSpot to receive customer payments on your behalf; payment by a customer to PickSpot discharges the customer's payment obligation for that order. This authority is limited to collection — PickSpot is not the seller and is not responsible for fulfilment. Payments are collected through a licensed third-party payment provider. PickSpot settles you for completed orders on its settlement cycle, paid to your nominated external payout account. You do not hold a balance, wallet, or stored-value account on PickSpot. Settlement of an order may be delayed or withheld where it is subject to a refund, failed delivery, dispute, or fraud or compliance review.
5. Failed deliveries and chargebacks
Failed orders, failed deliveries, and cancellations are governed by the Refund & Failed Delivery Policy. Cancellation after payment, whether initiated by the merchant or customer, is classified according to whether collection occurred:
- Before collection: the cancellation is a Failed Order. No Failed Delivery Fee applies.
- After collection, where the parcel is returned: the cancellation is a Failed Delivery. The merchant is charged a flat KES 120 Failed Delivery Fee, as set out in Schedule 1, which may be deducted from settlement.
Payment alone does not make a cancellation a Failed Delivery. If a payment provider reverses a customer payment after the merchant has received settlement, PickSpot may recover the reversed amount from the merchant.
6. Acceptable use, profiles, and monitoring
Prohibited goods and conduct are governed by the Acceptable Use Policy, which forms part of this Agreement. We may display your store name, profile, verification status, and performance indicators to customers, and may review order, settlement, and complaint activity to detect fraud, abuse, or policy breaches. We may cancel order requests, suspend or terminate accounts, and withhold settlement for breaches.
7. Suspension, changes, governing law
We may suspend or terminate access for fraud, prohibited goods, repeated complaints or failed deliveries, verification failures, or breach. You may stop using PickSpot Business at any time; outstanding fees and obligations survive termination. We may update this Agreement; continued use after publication means acceptance. Governed by the laws of Kenya, subject to the Kenyan courts. Contact: contact@pickspot.net.
Schedule 1 — Pricing
| Item | Amount |
|---|---|
| Merchant Service Fee | KES 0 |
| Failed Delivery Fee | KES 120 flat, per collected-then-returned order |
| Subscription | KES 0 |
Settlement = Product Value − authorised adjustments (Failed Delivery Fees, chargeback recoveries, outstanding amounts). Delivery fees are not part of settlement. Completed orders are included in PickSpot's settlement cycle and paid to your nominated external payout account; timing may vary for the reasons in section 4. Taxes on your sales are your responsibility; fees charged by PickSpot may be subject to applicable taxes where required by law. PickSpot may update this Schedule on notice.