Rules and Penalties

Rules and Penalties

We have rules and penalties for a reason. These rules are to protect our customers and keep them coming back. Happy customers mean more business for you! A link to the same can be found  here

    Rules

  • Be online at least 50 hrs a week. The longer you are online, the more money you make!
  • Leave data on throughout the duration of a delivery as the customer needs to be able to track the order. See penalty below. 
  • Log on and off based on your availability. Don't forget!
  • Confirm orders in less than 7 seconds or they will be dispatched to someone else.
  • For scheduled deliveries, be there before the pickup time. See penalty below. 
  • You will not be paid for orders without formal dispatches from Sendy. 
  • All package drop offs must be signed for in the Sendy Partner App by the recipient.
  • Orders can only be marked as delivered when they are both delivered and signed for. See penalty below. 
  • Communication to clients is always in English.
  • Always start call to client with “Hi my name is _____ and I’m calling from Sendy.”
  • Do not send 'please call me' messages or ‘flash’ clients.
  • When collecting cash on behalf of client, deposit the cash to client’s Paybill or Till number immediately. Call Sendy if you are not sure about the Paybill / Till number.
  • Check correct amount before depositing cash. If any goes missing, you are responsible. 
  • Sendy Branding is mandatory throughout an entire order. Please have your reflector or jacket with you always. See penalty below. 
  • Be clean! Clean reflectors, clean jackets, clean backpacks.
  • Dress to impress. No sweatpants or open shoes. No bright colors
  • Think ahead to plan your finances for fuel, airtime, data. These are not things that we cover. . 
  • Call Sendy immediately if a client keeps you waiting for more the 15 min → 0709 779779. You will be reimbursed for your time. 
  • Call Sendy immediately if late for any order → 0709 779779. 
  • Call Sendy immediately if order details change → 0709 779779.
  • Call Sendy immediately if you are lost → 0709 779779.
  • Call Sendy immediately if your bike breaks down → 0709 779779.
  • Call Sendy immediately if you are stopped by the police → 0709 779779.
  • Call Sendy immediately if you lose / damage a package→ 0709 779779. DO NOT tell the client. 
  • If anything happens, call Sendy immediately → 0709 779779

Penalties

We are sorry to be harsh, but we have a reputation to uphold. When one driver does something wrong, it brings down the whole team. So we take swift action to ensure it does not happen again.You will be suspended or penalized immediately in case of any wrong doing during an order. You will then be summoned to the Sendy office for further discussion or disciplinary action.


Issue Refund Amount
You arrive one hour over pick up, over ETA with no communication or no valid reason. You reimburse value of delivery.
You arrive one hour over delivery time, over ETA with no communication or no valid reason. You reimburse value of delivery.
You damage a package. You reimburse value of delivery.  reimburses 30% of item value below 4000 kes and Sendy covers the rest.
You lose a package in transit. You reimburse value of delivery. Partner reimburses 30% of item value below 4000 kes and Sendy covers the rest.
You mark orders as delivered/picked prematurely. You reimburse ½ value of delivery.
Scheduled pick ups delays. You reimburse value of delivery.
You go to the wrong pick-up location/delivery location despite being given the correct information. You reimburse ½ value of delivery.
Your phone is off during a delivery. You reimburse value of delivery.
You call customer (without approval) for any reason instead of Sendy Team multiple times. You reimburse value of delivery.
You get a puncture and do not alert the team. You reimburse value of delivery.
Customer complains you are rude. You reimburse value of delivery.
You are seen by customers without Sendy branding. You reimburse ½ value of delivery.
You do not speak English to clients. You reimburse ½ value of delivery.
You confirm an order and decide not to do it. You reimburse value of delivery.
Driver without a box is sent to a delivery requiring a Driver with a box. You pay half if he doesn’t alert the team. You are paid half of delivery if he gets and does alert the team about the mistake.
You complete an order in the app but don't do it. You reimburse value of delivery.
You leave package with wrong recipient. You are penalized 1000 shillings.
You fail to get and submit name and signature of the client. You are penalized 1000 shillings.

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