Terms of Service

1. About Nara

Nara is a local delivery service operating in Kijabe, Kenya. We deliver everyday essentials — including household items, personal care, snacks, drinks, and fresh produce — to customers within our service area. We also support Kijabe-only parcel pickup from or delivery to Kijabe Line Sacco. Orders and parcel requests are placed via WhatsApp and payments are processed through M-Pesa where applicable.

2. How ordering works

You can browse products on the Nara website, add items to your cart, and then send the cart to WhatsApp. You may either fill your name, phone number, address, delivery window, notes, and payment preference on the website before WhatsApp opens, or switch to WhatsApp checkout and provide those details in chat.

Once your cart is sent to WhatsApp, Nara will show you the order details and ask you to confirm before an order is placed. After confirmation, you will receive an order reference number for follow-up.

By placing an order, you agree to pay the total amount shown and to be available to receive your delivery at the address provided.

3. Parcel requests

Parcel requests are limited to Kijabe and Kijabe Line Sacco. You may request Nara to pick up a parcel from Kijabe Line Sacco and deliver it to you in Kijabe, or pick a parcel from your Kijabe location and deliver it to Kijabe Line Sacco.

Parcel fees are confirmed on WhatsApp before pickup or delivery. We do not provide parcel insurance in the MVP, and you should not send items that require insured courier handling unless we agree to separate terms in writing.

4. Payments

We accept M-Pesa and cash payment options. Depending on the option selected, you may pay by M-Pesa immediately, by M-Pesa on delivery, or by cash on delivery. When you choose M-Pesa now, you may receive an STK push prompt on your phone to authorise the payment.

Prices are listed in Kenyan Shillings (KES). All prices shown include applicable charges unless stated otherwise.

5. Delivery

We deliver within Kijabe and the immediate surrounding areas. Delivery windows are shown during checkout and may vary depending on the time of day, demand, and stock. We will communicate any delays or changes to your order via WhatsApp.

Free delivery is available on orders above a minimum threshold, which may change from time to time. The current threshold is communicated during the ordering process.

6. Refunds

If you are not satisfied with your order or if items are missing or damaged, contact us on WhatsApp on the same day of delivery. We offer a full refund for qualifying issues reported within the day of delivery.

Refunds are processed via M-Pesa to the phone number used for payment. Processing may take up to 48 hours.

7. Product availability

All items are subject to availability. If an item you ordered is out of stock, we will notify you via WhatsApp and offer an alternative or adjust your order total accordingly.

8. Website cart and checkout details

Items you add to your cart are kept in your browser until you check out. When you send your cart to WhatsApp, we create a short-lived cart token so the WhatsApp bot can recognise your selected items. If you choose to complete details on the website, the token can also include the checkout details you entered.

Cart tokens expire automatically after 24 hours. If a token expires before you confirm the order, you may need to rebuild your cart.

9. Limitation of liability

Nara provides its services on an "as is" basis. While we strive to ensure product quality and timely delivery, we are not liable for damages arising from delays, product defects, parcel contents beyond our control, Sacco handling issues, or issues with third-party payment processors. Our total liability for any claim is limited to the value of the order or confirmed parcel service fee in question.

10. Changes to these terms

We may update these terms from time to time. Changes will be posted on this page with an updated date. Continued use of our service after changes constitutes acceptance of the new terms.

11. Contact

If you have questions about these terms, reach out to us on WhatsApp or email [email protected].