Havey is launching in Meru and Nanyuki. These policies describe how we operate today; we may update them as our service grows. Questions: support@haveyapp.com.
1. Agreement details
These Customer Terms of Service apply to the use of the Havey platform operated by:
Havey Operator:
Legal Name: Havey
Registration Number: Available on request
KRA PIN: Available on request
Address: Registered office details are available on request — contact us by email.
Email: support@haveyapp.com
Phone: support@haveyapp.com
These Terms apply to:
Platform Name: Havey
Platform Promise: Have it delivered.
Supported Areas: Meru and Nanyuki, Kenya
Effective Date: 10 June 2026
By creating an account, placing an order, making payment, accepting delivery, or otherwise using Havey, the customer agrees to these Terms.
2. Definitions
In these Terms:
Term
Meaning
Havey
The platform operator listed in Clause 1
Platform
The Havey mobile app, website, systems, dashboards, and related services
Customer
A person using Havey to browse, order, pay, or receive delivery
Vendor
A business approved to sell products through Havey
Driver
An independent delivery service provider using Havey to receive delivery requests
Order
A request placed by a Customer for products listed on Havey
Products
Items listed by Vendors on Havey
Restricted Products
Products requiring extra approval or controls, including pharmacy and alcohol products
Delivery
Movement of an order from a Vendor to a Customer
Payment
Amount paid by or on behalf of a Customer for an order
Invite Payer
A feature allowing a Customer to invite another person to pay for an order
Cash on Delivery
A payment method where the Customer pays cash physically during delivery
Service Fee
A fee charged by Havey for platform, delivery, or service operations
Terms
These Customer Terms of Service
3. About Havey
Havey is a local commerce and delivery platform.
Havey allows Customers to:
Discover local Vendors
View products
Add items to a basket/cart
Place orders
Pay for orders
Receive delivery
Track order status
Raise support issues where needed
Havey connects Customers with Vendors and independent Drivers.
Havey may not be the seller of all products listed on the Platform. Vendors remain responsible for the products they list, prepare, and provide.
4. Eligibility
To use Havey, the Customer must:
Provide accurate account information
Provide a reachable phone number
Provide accurate delivery information
Use the Platform lawfully
Follow these Terms and platform rules
Be legally allowed to order any Restricted Product selected
Havey may refuse, suspend, or restrict access where a Customer violates these Terms or creates risk to the Platform, Vendors, Drivers, or other Customers.
5. Customer account
The Customer may need to create an account to place orders or use protected features.
The Customer is responsible for:
Keeping login details secure
Providing accurate information
Updating phone number and delivery details when needed
Preventing unauthorized account use
Reporting suspected unauthorized access
Havey is not responsible for losses caused by the Customer sharing login details, verification codes, or account access.
6. Customer responsibilities
The Customer shall:
Use the Platform honestly and lawfully.
Provide accurate delivery details.
Provide a reachable phone number.
Pay for orders using approved payment methods.
Be available to receive delivery.
Treat Vendors, Drivers, support staff, and other users respectfully.
Not misuse payment, refund, dispute, or support systems.
Not place fake or fraudulent orders.
Not request illegal or prohibited products.
Follow Restricted Product rules where applicable.
Report issues honestly and promptly.
7. Vendors and product listings
Vendors are responsible for listing and preparing their products.
Havey may help Vendors manage:
Product information
Product images
Prices
Stock
Availability
Promotions
Order acceptance
Delivery coordination
However, Vendors remain responsible for product accuracy, product quality, product legality, product safety, product availability, and preparation.
Havey may remove, hide, pause, or restrict products where necessary for customer experience, safety, policy, compliance, or platform integrity.
8. Product availability
Product availability may change.
A product shown as available may become unavailable before checkout, payment, vendor acceptance, or delivery.
Havey will make reasonable efforts to keep availability updated through:
Vendor dashboard updates
Manual vendor updates
Stock management tools
CSV or POS sync where available
Checkout validation
Vendor order confirmation
However, Havey does not guarantee that every listed item will always be available.
If an item becomes unavailable, Havey or the Vendor may:
Reject the order
Request substitution where supported
Cancel the unavailable item
Cancel the order
Start refund or adjustment where applicable
9. Basket/cart and checkout
Adding an item to the basket/cart does not guarantee that the item is reserved or available.
Before order creation, Havey may validate:
Vendor availability
Product availability
Price
Delivery location
Delivery fee
Service fee
Restricted Product rules
Payment method eligibility
If price, stock, or availability changes before checkout is completed, the Customer may be asked to review the basket/cart again.
10. Prices and charges
Prices shown on Havey may include:
Product price
Delivery fee
Service fee
Packaging fee where applicable
Promotions or discounts
Other charges shown before payment
Havey should show applicable charges before order confirmation.
Prices may differ from in-store Vendor prices because of platform, delivery, packaging, promotional, operational, or Vendor pricing decisions.
The final amount payable should be shown before the Customer confirms payment, subject to corrections required by law, provider error, or obvious system error.
11. Payment methods
Havey may support the following payment methods:
M-Pesa STK Push
Manual M-Pesa Till / PayBill confirmation
Cash on delivery where allowed
Invite someone else to pay where available
Other methods added later
Not all payment methods may be available for all Customers, Vendors, Products, towns, or order values.
Havey may enable, disable, restrict, or review payment methods based on risk, payment provider status, platform policy, Vendor policy, category rules, or operational needs.
12. M-Pesa STK Push
M-Pesa STK Push is the preferred digital payment method.
The Customer may receive a payment prompt on their phone and must complete payment using their M-Pesa PIN.
An order is not considered paid only because the Customer started checkout.
Payment must be confirmed by the payment provider, Havey system, or approved reconciliation process.
If STK Push fails, expires, or is cancelled, the Customer may be allowed to retry or choose another approved payment method.
13. Manual M-Pesa Till / PayBill payment
Havey may allow manual M-Pesa payment using Till, PayBill, or other payment details displayed in the app.
Where manual payment is used, the Customer may be required to submit a transaction code.
Important rule:
Entering a transaction code does not automatically mean the order is paid.
Havey must verify the transaction through provider callback, reconciliation, or authorized payment operations review.
If the transaction cannot be verified, Havey may reject the payment, cancel the order, or request further information.
The Customer must not submit false, reused, edited, or unrelated transaction codes.
14. Cash on delivery
Havey may allow cash on delivery for selected orders.
Cash on delivery may be restricted based on:
Vendor
Customer history
Order value
Product category
Delivery location
Platform risk rules
Restricted Product rules
If cash on delivery is allowed, the Customer must pay the correct amount to the assigned Driver or approved collection party at the time of delivery.
The Customer must not falsely claim to have paid cash.
Havey may suspend or restrict cash on delivery access where there is abuse, failed payment, repeated cancellation, dispute, fraud, or operational risk.
15. Invite someone else to pay
Havey may allow a Customer to invite another person to pay for an order.
This feature may be called:
Pay for me
Invite payer
Sponsor payment
The Customer may create a secure payment invitation link and send it to another person.
The invited payer may see a limited order summary and make payment using an approved payment method.
Rules:
The payment link may expire.
The payment link may be single-use or limited-use.
The invited payer does not receive full access to the Customer account.
The order does not proceed until payment is confirmed.
Sensitive information should be minimized.
The Customer remains responsible for the order request and delivery details.
Havey may disable or restrict invite-payer features if abused.
16. Cart extension recommendations
Havey may show product suggestions before checkout or payment.
These may include:
Related products
Frequently bought products
Same-vendor suggestions
Basket completion suggestions
Promotions
Recommendations are optional.
The Customer is responsible for reviewing the basket/cart before payment.
Havey should not force Customers to add recommended products to complete checkout.
17. Order confirmation
An order may be confirmed after:
Checkout validation succeeds
Payment method is accepted
Payment is confirmed where upfront payment is required
Vendor receives the order
Vendor accepts the order where applicable
Havey may cancel, reject, or review orders where:
Payment fails
Vendor rejects the order
Product is unavailable
Delivery location is unsupported
Restricted Product rule is not satisfied
Fraud or risk is detected
Customer information is inaccurate
System or operational issue occurs
18. Vendor acceptance and rejection
A Vendor may accept or reject an order.
A Vendor may reject an order for reasons including:
Product unavailable
Vendor too busy
Vendor closed
Price issue
Restricted Product issue
Order unclear
Other operational reason
If a Vendor rejects a paid order, Havey may initiate refund, adjustment, substitution, support review, or cancellation process depending on the situation.
19. Delivery
Delivery is performed by independent Drivers or approved delivery providers.
The Customer must provide accurate delivery details.
The Customer should be reachable by phone or in-app communication during delivery.
Delivery may fail or be delayed due to:
Wrong address
Customer unreachable
Vendor delay
Driver delay
Weather
Road conditions
Safety issue
Restricted Product issue
Payment issue
Force majeure
System issue
Havey will make reasonable efforts to support delivery completion but does not guarantee delivery time unless expressly stated.
20. Customer unreachable
If the Customer is unreachable, the Driver, Vendor, support, or dispatcher may attempt to contact the Customer.
If the Customer remains unreachable, Havey may:
Wait for a limited time
Escalate to support
Cancel the delivery
Mark delivery failed
Apply cancellation or refund rules
Charge applicable fees where legally allowed and properly disclosed
Restrict the Customer’s future order/payment options where there is repeated abuse
21. Delivery confirmation
Havey may use different delivery confirmation methods, including:
Driver app confirmation
Customer confirmation
Customer PIN
Photo proof
Signature
Support confirmation
Other approved process
The exact method may depend on the order type, risk, category, payment method, or operating area.
The Customer must not falsely dispute a valid delivery.
The Driver must not falsely mark an undelivered order as delivered.
22. Cancellations
A Customer may request cancellation depending on the order state.
Cancellation may be allowed more easily before:
Payment completion
Vendor acceptance
Vendor preparation
Driver pickup
Cancellation may be restricted after:
Vendor starts preparation
Driver is assigned
Driver picks up the order
Restricted Product processing starts
Delivery is in progress
Havey may cancel an order where payment fails, Vendor rejects, delivery cannot proceed, fraud is suspected, restricted category rules are not met, or operational issues occur.
Cancellation eligibility and refund amount may depend on the order state and cause.
23. Refunds
Refunds may be available where:
Payment was duplicated
Vendor rejected the order
Item was unavailable
Order was cancelled before fulfillment
Delivery failed for reasons not caused by the Customer
Wrong item was delivered
Support/admin approves dispute resolution
Payment provider confirms reversal
Refunds may be denied or reduced where:
Customer provided wrong delivery information
Customer was unreachable
Customer cancelled too late
Product was already prepared
Product was delivered correctly
Customer made a false claim
Customer violated these Terms
Cash-on-delivery dispute cannot be verified
Restricted Product rules apply
Refunds must be processed through approved Havey or payment provider processes.
The Customer cannot mark a refund as complete.
24. Disputes and support
The Customer may raise a support issue where there is a problem with:
Payment
Vendor rejection
Wrong item
Missing item
Late delivery
Failed delivery
Refund
Driver conduct
Restricted Product handling
App/system issue
The Customer must provide honest and accurate information.
Havey may request evidence, including:
Order details
Payment confirmation
Photos
Delivery details
Communication history
Other relevant information
Havey may resolve disputes by refund, partial refund, replacement, credit, settlement hold, warning, suspension, or other appropriate action.
25. Restricted Products
Restricted Products may include:
Pharmacy products
Alcohol products
Age-restricted items
Health-sensitive products
Other products requiring extra approval
Restricted Product rules may require:
Approved Vendor
Additional customer eligibility checks
Prescription or supporting information where applicable
Age or identity confirmation where applicable
Delivery restrictions
Payment restrictions
Support/admin review
The Customer must not order Restricted Products if they are not legally allowed to receive them.
Havey may cancel or refuse Restricted Product orders where policy, legal, safety, operational, or compliance concerns exist.
26. Prohibited customer conduct
The Customer must not:
Place fake orders
Use false identity or contact details
Submit false payment references
Abuse refund or dispute systems
Harass Vendors, Drivers, or Havey staff
Threaten or abuse others
Request illegal products
Misuse Restricted Product flows
Interfere with platform operations
Attempt unauthorized access
Use another person’s account without permission
Reverse engineer or attack the Platform
Use Havey for fraud, theft, money laundering, or unlawful activity
Havey may suspend, restrict, or terminate accounts involved in prohibited conduct.
27. Account suspension or termination
Havey may suspend, restrict, or terminate a Customer account where:
Customer violates these Terms
Fraud or suspected fraud occurs
Payment abuse occurs
Refund abuse occurs
Customer repeatedly cancels orders abusively
Customer repeatedly becomes unreachable
Customer harasses Drivers, Vendors, or staff
Customer misuses Restricted Products
Customer creates safety, legal, or operational risk
Platform security risk exists
Havey may also refuse specific payment methods, such as cash on delivery, without fully terminating the account.
28. Customer data and privacy
Havey collects and uses Customer data to operate the Platform.
This may include:
Name
Phone number
Delivery address
Order history
Payment references
App usage information
Device information
Support case information
Location-related information where needed
Notification tokens
Havey should use Customer data for:
Account operation
Order processing
Payment processing
Delivery coordination
Customer support
Fraud/risk prevention
Legal compliance
Platform improvement
Notifications
Havey should protect Customer data and limit access to authorized purposes.
Detailed privacy rules should be provided in the Havey Privacy Policy.
29. Communications and notifications
The Customer agrees that Havey may send communications relating to:
Account activity
Order status
Payment status
Delivery updates
Refunds
Support cases
Security alerts
Platform changes
Promotions where allowed
Communication channels may include:
App notification
SMS
Email
Phone call
WhatsApp
Push notification
Platform message
Customers may later be allowed to manage non-essential promotional notifications.
Operational and security messages may still be sent where necessary.
30. Reviews, ratings, and feedback
Havey may allow Customers to rate or review Vendors, Drivers, products, orders, or platform experience.
The Customer must ensure reviews are honest and not abusive, defamatory, threatening, discriminatory, false, or misleading.
Havey may moderate, hide, or remove reviews that violate platform rules.
Customer feedback may be used to improve Havey, Vendor performance, Driver performance, product quality, and support processes.
31. Promotions and discounts
Havey or Vendors may offer promotions, discounts, vouchers, or campaigns.
Promotions may have conditions, including:
Expiry date
Minimum order value
Vendor/category restriction
Town/area restriction
New customer restriction
One-use restriction
Payment method restriction
Stock limitation
Havey may cancel, refuse, or reverse promotions used fraudulently, incorrectly, or outside stated conditions.
32. Platform availability
Havey will make reasonable efforts to keep the Platform available.
However, Havey does not guarantee uninterrupted service.
The Platform may be unavailable due to:
Maintenance
Internet issues
Mobile network issues
Payment provider issues
Cloud provider issues
Vendor system issues
Security incidents
Force majeure
Emergency operational action
Havey is not responsible for delays or failures caused by factors outside its reasonable control.
33. Limitation of liability
To the maximum extent allowed by law, Havey shall not be liable for indirect, incidental, special, punitive, or consequential losses.
Havey is not responsible for losses caused by:
Customer-provided wrong information
Vendor product errors
Vendor unavailability
Driver delays beyond reasonable control
Payment provider failure
Network outages
Third-party services
Force majeure events
Customer misuse of the Platform
Nothing in these Terms limits liability that cannot be limited under applicable law.
This clause requires legal review before publishing.
34. Indemnity
The Customer agrees to indemnify and hold Havey harmless against claims, losses, damages, penalties, costs, or expenses arising from:
Customer breach of these Terms
Fraudulent orders
False payment claims
Misuse of the Platform
Abuse of Drivers, Vendors, or staff
Illegal or prohibited product requests
Misuse of Restricted Products
Unauthorized account access caused by Customer negligence
False disputes or refund claims
This clause requires legal review before publishing.
35. Intellectual property
Havey owns the Platform, software, brand, designs, systems, documentation, processes, and related intellectual property.
The Customer may use Havey only for lawful personal or approved business purposes.
The Customer must not copy, reproduce, modify, reverse engineer, sell, license, or misuse the Platform or Havey intellectual property.
36. Changes to these Terms
Havey may update these Terms from time to time.
Where changes are material, Havey should provide reasonable notice where practical.
Continued use of the Platform after updates may be treated as acceptance of the updated Terms, subject to legal review.
37. Notices
Havey may send notices through:
App notification
Email
SMS
WhatsApp
Phone call
Website notice
Physical delivery where necessary
Customer notice details are based on the information provided in the Customer account.
The Customer is responsible for keeping contact information updated.
38. Dispute resolution
The Customer should first contact Havey support for order, payment, delivery, refund, or account issues.
Havey should try to resolve disputes through support review.
If the issue is not resolved, it may be escalated internally.
If still unresolved, the dispute may be handled under the laws and courts of Kenya, unless another legally reviewed dispute resolution process is adopted.
This clause requires legal review before publishing.
39. Governing law
These Terms shall be governed by the laws of Kenya.
This clause requires legal review before publishing.
40. Electronic acceptance
The Customer may accept these Terms electronically by:
Creating an account
Clicking accept
Placing an order
Making payment
Using the Platform
Continuing to use the Platform after notice of updated Terms
Havey should keep appropriate records of acceptance where practical.
This clause requires legal review before publishing.
41. Contact details
For support or notices:
Havey Support Email: support@haveyapp.com
Havey Support Phone: support@haveyapp.com
Havey Website: https://dev.haveyapp.com
Business Address: Registered office details are available on request — contact us by email.
42. Review notes
Before these Terms are published, legal review is required for: