Pickup Station Partner & Agent Terms

1. Agreement, definitions and acceptance

The Station Partner is the person or entity contracted to operate the named location. An Agent is its authorised worker or representative given access to the NuruShop station portal. NuruShop is the platform operated by Advent NuruTech. A Parcel is an order consignment assigned to the station. Logging in, accepting a parcel, or performing station work confirms that the Agent has read these terms and is authorised by the Station Partner. The Station Partner must give every Agent access to the current terms and remains responsible for its personnel, except where the law provides otherwise.

2. Eligibility, due diligence and onboarding

• The Station Partner and each Agent must be at least 18, legally capable, truthful in all onboarding information, and not disqualified from the relevant business activity.
• The Station Partner must provide accurate identity, beneficial ownership, contact, bank/payment, tax, premises, and registration information reasonably requested for due diligence.
• It must maintain all county business permits, land-use approvals, fire and public-health requirements, tax registrations, workplace registrations, licences, and consents applicable to the premises and activities.
• It warrants that it has a lawful right to use the premises as a public parcel-collection point and that doing so does not breach its lease, title conditions, zoning, or third-party rights.
• NuruShop may verify documents and premises, screen for fraud/sanctions where lawful, and refuse or pause onboarding where required information, safety, suitability, or authority is not established.
• Changes to ownership, control, premises, permits, bank details, security, operating hours, or key personnel must be reported before they affect service, or promptly where advance notice is impossible.

3. Limited appointment and authority

• The appointment is non-exclusive, station-specific, revocable, and limited to receiving, safeguarding, updating status, notifying as instructed, and releasing assigned parcels.
• Neither Partner nor Agent may bind NuruShop or a seller, vary prices or terms, approve returns/refunds, make product or health claims, offer credit, subcontract the service, redirect parcels, or collect money unless expressly authorised in writing.
• Agents must clearly identify themselves as an independent NuruShop pickup location and must not claim that the premises or business is owned by NuruShop.
• No lien, retention right, pledge, sale, use, opening, consolidation, substitution, or other dealing with a parcel is permitted except as required by law or NuruShop's written instruction.

4. Service and premises standards

• Keep the approved address open during published hours, adequately staffed, visibly identifiable, clean, sanitary, secure, well lit, and reasonably accessible to customers.
• Provide safe entry and exit, unobstructed escape routes, suitable fire equipment, incident procedures, and trained personnel as required by occupational safety, fire, building, and county rules.
• Serve customers promptly, respectfully, and without unlawful discrimination. Make reasonable operational accommodations for persons with disabilities and other customers needing assistance.
• Do not materially change hours or close during published hours without advance notice to NuruShop, except in an emergency. Display temporary closure instructions where safe and practicable.
• Meet the signed agreement's service levels. Repeated queues, unexplained closures, failed scans, release errors, complaints, or unsafe conditions may trigger corrective action or suspension.

5. Receiving and recording parcels

1. Accept parcels only from an authorised carrier/person and only for the assigned station.
2. Match the order or manifest, parcel count, label, and station. Do not expose customer information to bystanders.
3. Inspect the exterior for visible damage, broken seals, leakage, odour, infestation, prohibited contents, or temperature concerns without opening the parcel.
4. Record exceptions before signing the carrier record; photograph visible condition where authorised; refuse an unsafe or clearly misdirected parcel and escalate.
5. Immediately record arrival in the portal only after physical receipt. Never mark a parcel ready while it is still in transit.
6. Place it in its assigned secure storage position and preserve the label and seal.

The portal status history is an operational record. False, premature, backdated, or omitted updates are a serious breach and may also expose customers to fraud or loss.

6. Custody, storage and inventory control

• Keep parcels in a locked, dry, clean, pest-controlled, access-controlled area separate from personal goods, retail stock, waste, food preparation, water, direct sunlight, and hazardous material.
• Restrict storage access to trained authorised personnel and keep keys, codes, and devices under individual accountability.
• Follow orientation, stacking, fragility, temperature, security, and segregation labels. Do not accept goods requiring capability the station does not have.
• High-value, sensitive, age-restricted, perishable, temperature-controlled, pharmaceutical, or hazardous goods require NuruShop's prior written approval and any legally required licence or handling control.
• Reconcile physical parcels to portal records at least once each operating day and immediately investigate any mismatch.
• Do not open, sample, use, repair, relabel, photograph contents, combine, split, or permit inspection of sealed parcels unless NuruShop gives a lawful written instruction.

7. Identity verification and handover

1. Ask for the order number and the approved verification factors: matching original identification and, where issued, an OTP or collection code.
2. Compare only the details required for release. Do not copy or photograph identification unless a documented NuruShop procedure expressly requires it and the required privacy notice has been given.
3. For a representative, verify their identification, the customer's authorisation, and any additional confirmation required by the portal or support team.
4. Confirm parcel count and visible external condition with the collector. Record any concern before release.
5. Physically hand over the parcel before selecting Picked up. Record an accurate note where there is an exception.

Pause and escalate mismatched details, suspected impersonation, a compromised code, disputed payment, coercion, intoxication creating a risk, or any unsafe/unlawful release. Never disclose whether another person has a parcel at the station.

8. Uncollected parcels, refusals and returns

• Continue secure custody through the collection period and follow the authorised reminder workflow; do not contact customers from a personal number unless expressly approved.
• Do not impose a fee, return a parcel, change its station, or treat it as abandoned without a written platform instruction.
• A refused parcel remains in custody. Record the reason without changing product/refund status and await return instructions.
• Accept customer returns only where the portal or NuruShop support provides a valid return authorisation. Record condition and seal the return as instructed.
• For transfer or return, verify the authorised carrier, scan the handoff, obtain a receipt/manifest, and retain the prescribed custody record.

9. Incidents, emergencies and escalation

• Immediately protect life and contact police, fire, or medical services for threats, violence, fire, hazardous leakage, or medical emergencies; then notify NuruShop as soon as safe.
• Report missing, stolen, damaged, wet, opened, tampered, misdirected, or wrongly released parcels immediately and no later than the same operating day.
• Report suspected fraud, bribery, account compromise, unauthorised system access, or customer-data exposure immediately. A suspected personal-data breach must reach NuruShop within 12 hours of discovery so statutory assessment and notification deadlines can be met.
• Preserve CCTV, packaging, manifests, device logs, messages, photographs, witness details, and other evidence. Do not alter records, admit legal liability, promise compensation, or make a public statement without authority.
• Cooperate with lawful investigations, recalls, safety notices, insurer requirements, and corrective actions.

10. Data protection and confidentiality

• NuruShop determines the permitted purposes and means of customer-data processing for platform fulfilment. The Station Partner and Agents may process that data only on documented instructions and only for receipt, notification, verification, release, incident response, support, and legal compliance.
• Use the minimum data needed; keep it accurate; restrict access; protect it from loss, alteration, disclosure, and unauthorised access; and retain it only for the instructed period.
• Do not export portal data to personal phones, notebooks, messaging groups, cloud drives, contact lists, marketing systems, or CCTV overlays unless expressly authorised and secured.
• Do not sell, profile, advertise to, solicit, or privately contact customers, and do not disclose order activity to family members, employers, neighbours, or other third parties.
• Forward every access, correction, deletion, objection, restriction, portability, or privacy complaint to NuruShop without delay; do not respond substantively unless authorised.
• The Station Partner must ensure personnel confidentiality, suitable training, documented access controls, secure disposal, assistance with impact assessments and breaches, and deletion/return of data at termination.

11. Portal accounts and cybersecurity

• Every Agent must use their own account. Shared credentials, password reuse, credential forwarding, unattended sessions, and access outside assigned duties are prohibited.
• Use a strong unique password, supported updated devices, device lock, approved networks, and any multi-factor authentication NuruShop enables.
• Verify the NuruShop domain before entering credentials. Do not install unapproved tools, bypass controls, scrape data, probe security, or connect automated systems without written approval.
• Sign out or lock the device when leaving it, prevent customers from seeing other orders, and promptly report lost devices, phishing, malware, or suspected account access.
• NuruShop may log access and actions, restrict sessions, require a password reset, and suspend an account to protect customers, parcels, evidence, or systems.

12. Service fees, customer money and taxes

• NuruShop pays only fees set out in the signed fee schedule, subject to accurate records, invoices where required, lawful deductions/withholding, and resolution of genuine disputes.
• No Agent may demand customer cash, add storage/release/verification fees, redirect payment, borrow against a parcel, or use a customer payment for any purpose unless an approved cash-collection procedure expressly applies.
• Where cash collection is authorised, issue the approved receipt, record the exact amount immediately, keep funds separate and secure, and remit/reconcile within the prescribed time. No set-off is allowed without written authority.
• Each party is responsible for its own taxes, registrations, returns, invoices, and records under Kenyan law. NuruShop may deduct withholding required by law and issue the applicable evidence.
• Bank or mobile-money detail changes require the secure verification process; instructions sent only by an unexpected message must not be trusted.

13. Records, monitoring and audit

• Maintain accurate custody, receipt, collection, exception, return, incident, training, permit, staff-access, and payment records for the period stated in the signed agreement or required by law.
• NuruShop may review portal logs, service metrics, complaints, parcel reconciliations, and relevant records and may inspect the approved operational/storage area on reasonable notice, or without notice where fraud, safety, data, or parcel risk reasonably requires urgent action.
• Inspections must respect unrelated confidential business information, customer privacy, safety, and applicable law.
• Falsifying, deleting, concealing, backdating, or obstructing access to relevant records is a material breach.

14. Insurance, responsibility and liability

• The Station Partner must maintain insurance reasonably appropriate to its premises and agreed services, which may include public liability, employer/work-injury cover, fire/theft, parcel/custody, cyber, and fidelity cover, at the limits in the signed agreement.
• Each party is responsible for direct loss caused by its breach, negligence, fraud, wilful misconduct, unlawful processing, or acts/omissions of persons for whom it is legally responsible, subject to the signed agreement and mandatory law.
• The Partner must promptly mitigate loss and must not repair, replace, settle, or dispose of affected parcels without authorisation, except for urgent safety measures.
• Any indemnity or liability cap in the signed agreement will not exclude liability that Kenyan law does not permit a party to exclude, including liability for fraud or wilful misconduct and non-waivable consumer, data-protection, employment, or health-and-safety duties.
• Neither party is liable for delay caused solely by an event beyond reasonable control where it took reasonable precautions, notified the other party, protected parcels/data, and resumed performance promptly. Payment already due and duties concerning safety, data, custody, and incident reporting continue.

15. Integrity and prohibited conduct

• No bribery, kickback, facilitation payment, theft, fraud, collusion, false scan, fake order, identity misuse, money laundering, counterfeit substitution, harassment, retaliation, or concealment of an incident.
• Do not accept prohibited or illegal goods. Isolate without unnecessary handling and escalate any parcel reasonably suspected to contain a weapon, explosive, narcotic, dangerous chemical, leaking substance, stolen item, unlawful wildlife product, or other illegal/hazardous content.
• Declare conflicts of interest that could affect impartial fulfilment, including ownership links to sellers/carriers or personal involvement in a disputed order.
• Cooperate with product recalls and lawful directions from regulators or law enforcement; where legally permitted, notify NuruShop before disclosing data or surrendering a parcel.

16. Relationship, personnel and employment rights

The commercial Station Partner is an independent business and has no general power to act for NuruShop. The Partner controls and is responsible for its personnel, payroll, supervision, statutory deductions, training, discipline, and workplace duties. An individual's legal status depends on the signed arrangements and the real working relationship, not merely the word “agent.” Nothing here waives or reduces any right that applies under the Employment Act, labour legislation, work-injury law, or social-security law. The Partner may not subcontract or assign station services without NuruShop's prior written approval.

17. NuruShop brand, communications and confidential information

• Use NuruShop names, marks, signs, uniforms, materials, and portal content only as supplied or approved, only for the station service, and remove/return them when instructed.
• Do not register confusing names/domains, alter official notices, make public statements for NuruShop, or use the relationship to endorse unrelated goods or services.
• Commercial terms, security processes, non-public system information, seller/customer data, and incident material are confidential. Disclose them only to authorised persons with a need to know or where law requires.
• Confidentiality, data-protection, record-preservation, payment, and accrued liability duties survive termination as applicable.

18. Corrective action, suspension and termination

• NuruShop may require training, a corrective plan, restricted access, stock reconciliation, or service improvement for a remediable issue.
• It may immediately suspend accounts, deliveries, customer collection, or the station where reasonably necessary for safety, fraud, data security, missing parcels, unlawful conduct, repeated release failures, expired permits, insolvency risk, or material breach.
• Termination rights and notice periods are in the signed agreement. Urgent suspension does not decide final liability and NuruShop will give reasons and a reasonable opportunity to respond where law and safety permit.
• On suspension or termination, stop representing the station as active; preserve and reconcile every parcel; follow transfer instructions; return property; revoke personnel access; preserve required evidence; and securely return/delete data as instructed.
• Neither Partner nor Agent may hold parcels or customer data hostage because of a payment or contractual dispute.

19. Notices, changes, disputes and Kenyan law

• Operational notices may be delivered through the portal or verified contact details. Formal contractual notices follow the signed station agreement.
• NuruShop may update these terms for law, security, or service changes. Material changes will be notified before they take effect where reasonably practicable. Continued portal use after the effective date constitutes acceptance only to the extent permitted by law; a change requiring express consent will be presented for acceptance.
• Raise operational disputes promptly with NuruShop. The parties should first have authorised representatives negotiate in good faith, without delaying urgent protection of people, parcels, funds, or data.
• The signed agreement controls any mediation, arbitration, court, venue, or notice process. If it is silent, Kenyan law governs and Kenyan courts with jurisdiction may hear the dispute. Either party may seek urgent interim relief and may report a matter to a competent regulator or law-enforcement body.
• Invalid terms are severed to the minimum extent necessary. Delay in enforcement is not a waiver. These terms do not confer rights on a person who is not a party except where law provides otherwise.