Vendor Service & User Agreement
- Sign-up is free and approved instantly. Every new product you submit is reviewed before it goes on the store.
- Qyvea allocates orders automatically. Qyvea handles the customer, delivery to the customer and customer payment. You never receive customer details.
- You deliver to the Qyvea hub or to our rider at your pickup location. After the goods are received and accepted, Qyvea pays you by your chosen method. The payment provider's transaction fee on your payout is deducted from the amount sent.
- You take back goods that are returned (customer did not collect, changed their mind, defective or wrong item) on the terms in section 8.
- Adult products, drugs, weapons and counterfeit or illegal goods are prohibited.
- Suppliers outside Kenya: section 12 applies to you. You price in your own currency, deliver to the Delivery Point Qyvea names, stay responsible for export paperwork and the goods until they arrive, and are paid in your currency by an international method.
1. Agreement and acceptance
This agreement governs your use of the Qyvea vendor platform (the website pages under qyvea.co.ke/vendor and related services). You accept it by ticking the acceptance box when you register or when asked to accept an updated version, and by using the platform. Ticking the box is your electronic signature and has the same effect as signing a paper copy under the laws of Kenya. We record the version you accepted and the date and time. If you are registering for a business, you confirm you are authorised to bind it.
2. Your account
You confirm that the details you give (business name, contact person, phone numbers, location, KRA PIN, pickup location and payment method) are accurate and that you will keep them up to date. Keep your password private; you are responsible for activity under your login. New accounts are approved automatically. Qyvea may suspend or remove an account at any time. A removed vendor cannot register again with the same email.
3. Products you may list
You may list new, genuine products that you can supply. You may not list or supply: adult products; drugs or prescription medicines; weapons, ammunition or explosives; counterfeit, stolen or illegal goods; signal jammers; or anything else the law prohibits. Such listings are blocked automatically and repeated attempts can lead to removal. Product names, photos and descriptions must be accurate and must not contain phone numbers, emails, links or other contact details, because approved products are published on Qyvea's public store without any vendor details. Qyvea may edit, hide or remove any listing and may set the store price of any product.
4. Orders and allocation
When a customer orders a product you list, you may be asked to quote. Qyvea allocates each order to a vendor using its own automatic selection rules, which take into account price, delivery time, stock, reliability and fairness between vendors. Qyvea is not obliged to choose any particular vendor and does not guarantee any volume of orders. A price you submit is a binding offer for the quantity and delivery time shown until the request closes. You must keep your units in stock up to date. Units are reserved when you win an order.
5. Delivery and checking
International suppliers: see section 12.3 for where and how you deliver. You deliver won orders to the Qyvea hub, or hand them to Qyvea's rider at your pinned pickup location, within the delivery time you quoted, with the goods new, complete, genuine and as described. Mark the order as dispatched in the portal and add a delivery note or photo where you can. Qyvea checks the goods on receipt and may reject goods that do not match the order. You must not contact Qyvea's customers and you will not receive their details.
6. Payment and transaction fees
International suppliers: see section 12.6 for currency and payment methods. After the goods are received and accepted, Qyvea pays you the agreed price to the payment method you registered (M-Pesa Send Money, Pochi la Biashara, Till, Paybill, Airtel Money or bank). The transaction fee charged by the payment provider on your payout is deducted from the amount sent, and your statement shows the amount, the fee and the reference. Any refund or deduction under section 8 is set off against your next payout. You are responsible for your own taxes. Qyvea may withhold payment while a dispute about the goods is being resolved.
7. Wallet and sponsorship
You may top up a wallet and use it to buy sponsorship, which gives priority when orders are allocated and more store visibility for a period. Wallet balances are used for sponsorship only. Sponsorship does not guarantee any order. Qyvea may refuse or reverse a top-up it cannot verify.
8. Returns
International suppliers: see section 12.7, which changes the rules below.
| Reason | What happens |
|---|---|
| Defective or damaged item | You take the item back and refund Qyvea in full. If you were already paid, the amount is deducted from your next payout. You bear the return cost. |
| Wrong item or not as described | Same as above: full refund and you bear the return cost. |
| Customer did not come to collect, or changed their mind | You take the goods back in resalable condition. Qyvea pays you a restocking fee of 10% of the order value (this percentage may be updated by Qyvea with notice). If you were already paid, the order value less the restocking fee is deducted from your next payout. |
Returns are accepted within 7 days of delivery to the customer (this period may be updated by Qyvea with notice). When Qyvea marks an order as returned you will be notified and you confirm in the portal once you have taken the goods back. Units returned in resalable condition are added back to your stock.
9. Your data and privacy
Qyvea collects the business and contact details you provide, your phone numbers, your pickup location pin, your payment method details, your product and price information, and activity on the platform (bids, orders, messages, delivery photos and login times). We use them to run the platform, allocate and deliver orders, pay you, prevent fraud, comply with the law and contact you about orders and your account. Your payment details are visible only to you and Qyvea. Your pickup location and phone numbers are shared only with the Qyvea staff and riders who need them to collect goods. We do not sell your data. We may share anonymised performance and demand information with vendors. You can ask us to correct your data, and you can ask us to delete your account subject to records we must keep by law. Contact us at info@qyvea.co.ke.
10. Conduct
Do not misuse the platform: no fake bids, collusion, sharing other vendors' information, scraping, or attempts to access data that is not yours. Do not use the messages feature to share customer information or to move business off the platform.
11. Suspension, removal and liability
Qyvea may suspend or remove a vendor for breach of this agreement, repeated failed deliveries, prohibited products or fraud. Amounts owed by either side at that time remain payable. The platform is provided as is. Qyvea is not liable for indirect or consequential loss, or for loss of orders, to the extent the law allows. Nothing limits liability that cannot be limited by law.
12. International suppliers (suppliers based outside Kenya)
12.1 Prices and currency. You price your goods in the currency shown in your account. Qyvea converts that price to Kenya shillings (KES) at the exchange rate Qyvea sets and shows in the portal, and the KES value is recorded when you list, bid or submit a product. The order value is fixed in KES when the order is awarded to you. A later change in Qyvea's rate affects new listings and bids, not orders already awarded. Qyvea may add its own margin to your price when it lists the product in the store, and you have no claim to that margin.
12.2 Lead time. The number of days you state for a product is your commitment for the time from the order being awarded to you until the goods reach the delivery point named below. Qyvea adds its own time for customs clearance and delivery within Kenya and shows customers an estimate. If you will be late, tell Qyvea in the portal at once. Repeated or unexplained delay counts as a failed delivery under section 4.
12.3 Delivery Point, shipping and import. The "Delivery Point" is Qyvea's hub in Nairobi or a freight forwarder Qyvea names for that order. Qyvea arranges and pays international freight beyond the Delivery Point, import duty and clearance in Kenya, unless Qyvea agrees otherwise in writing for an order. You pay the cost of getting the goods to the Delivery Point, including your local transport and export clearance, and you must not use any other shipping route without Qyvea's written consent.
12.4 Export, documents and Kenyan requirements. You are responsible for exporting the goods lawfully and for all export licences, taxes and duties charged in your country. With each shipment you provide an accurate commercial invoice (value, description, quantity, country of origin), a packing list and any other document Qyvea reasonably asks for to clear the goods in Kenya. Goods that need approval in Kenya, for example radio or wireless equipment needing Communications Authority type approval, or goods that must meet Kenya Bureau of Standards requirements, must carry that approval or come with the documents Qyvea needs. Qyvea may reject goods that cannot lawfully be cleared in Kenya, and you then bear the cost of returning or disposing of them.
12.5 Packing, risk and ownership. Pack the goods to survive international transport and label each parcel with the Qyvea order code. You keep the risk of loss or damage, and should insure the goods, until they are received at the Delivery Point and Qyvea accepts them. Ownership passes to Qyvea when you are paid.
12.6 Payment. Qyvea pays you the order value, converted to your currency at the rate Qyvea applies on the payment date, shown on your statement together with the fee and the reference. Payment is made by the international method you registered (bank transfer, Wise, Payoneer, PayPal, Alipay or WeChat Pay) after the goods are received and accepted. Transfer fees charged by the payment provider are deducted from the amount sent, and your own bank or intermediary banks may also charge fees that Qyvea does not control. You must register an account in the name of your business, keep the details accurate, and tell Qyvea of any change. Qyvea is not responsible for a payment sent to details you gave incorrectly. Qyvea may delay or refuse a payment while it completes legal, sanctions, anti-money-laundering or identity checks, and may deduct any tax it is legally required to withhold, and will tell you.
12.7 Returns. For defective, damaged, wrong or not-as-described goods, you refund Qyvea in full, and you bear the cost of return shipping, or Qyvea may at its choice accept a replacement or a price reduction you agree. Where returning the goods would cost more than they are worth, Qyvea may keep or dispose of them and you refund the agreed value. Because imported goods are brought in to order, the take-back of goods for a customer who changed their mind or did not collect, and the restocking fee, in section 8 do not apply to international suppliers unless Qyvea agrees otherwise in writing for an order.
12.8 Genuine goods and intellectual property. You promise that the goods are new, genuine, lawfully made and sold, do not infringe anyone's trademark, patent or copyright, and that you are authorised to sell the brands you list. You will repay Qyvea for any loss, seizure or fine caused by goods that are counterfeit, infringing or illegal. Qyvea may remove any listing at any time.
12.9 Sanctions and compliance. You confirm that neither you nor your owners are subject to sanctions that would make it unlawful for Qyvea to deal with you, and that you will follow the anti-bribery, export-control and trade laws that apply to you. Qyvea may suspend your account and hold payments if it reasonably suspects a breach.
12.10 Law and language. Section 13 applies: this agreement is governed by the laws of Kenya and disputes are subject to the courts of Kenya, even though you are based abroad. You accept this agreement electronically, and that acceptance is binding. If this agreement is translated, the English version prevails.
13. Changes, law and contact
Qyvea may update this agreement and will publish the new version on this page with a new version number. If the change matters, you will be asked to accept it again before you continue. Continued use after an update means you accept it. This agreement is governed by the laws of Kenya and disputes are subject to the courts of Kenya. Questions: WhatsApp 0113 301 244 or info@qyvea.co.ke.