BUYERS POLICY

Products

1. Any product displayed in a shop is considered available therefore could be ordered. However, restaurants only accept orders for dishes on the daily menu and within the restaurant's operating hours.
2. In case a buyer remarks the sale of an illegal substance on the platform, the buyer is advised to report the product to us via the complaint page (the link to the page is located at the bottom section of most pages).

Orders

1. For restaurants, order placement is restricted to the restaurant's operating hours. For all other vendors, order placement has no time restriction.
2. The characteristics of a product at the time of order (price, size, volume and likes) are the only characteristics acceptable for that order. Any change made to the product's characteristics by the vendor after order placement does not affect pending orders of such product.
3. Every delivery fee is computed using the buyer's GPS coordinates (unless specified otherwise, the default GPS data provided during account registration is used). In addition, the buyer still has the possibility to update the delivery location for individual orders on the order's detail page. If the newly computed delivery fee is smaller than the buyer's deposited delivery fee for a pending order, a negative balance will be saved with the buyer's account, else, the balance will be positive or zero (0). This constitutes the buyer's outstanding balance. When paying for subsequent orders, the buyer's outstanding balance will then be subtracted (for negative balance) or added (for positive balance) to the total products price. This information will be stated on order checkout page. For accuracy, we therefore recommend that buyers only update their delivery location when using a GPS enabled system such as a cell phone. Please do not use your PC (personal computer or desktop) to update your location unless it supports GPS.
4. For every order, our systems compute a delivery deadline, information available on all order details pages.
5. For restaurants, the delivery deadline is computed using the distance between the buyer and the vendor and other relevant factors unless it is a pre-order type.
6. For non-restaurant products, orders are valid for three (3) days by default from the time the order is placed unless it is a pre-order type.
7. For pre-ordered product, the order delivery deadline is per the pre-order time specified by the vendor
8. If the order is not delivered before the delivery deadline, the buyer may cancel the order. Order cancellation is only possible once the order's validity period has elapsed.
9. Every order is given a delivery code. The delivery code will be messaged to the buyer once the buyer has paid for the order. The delivery code is still available on the order's details page in the buyer's account. The delivery code is our way to check whether the order is successfully delivered to the buyer so to terminate the transaction. The code is to be shared with the person making the delivery, this could be the vendor or a delivery agent. The person making the delivery will need the code to confirm delivery.
10. In case a vendor or a delivery agent fails to deliver an order before delivery deadline, the buyer is free to cancel the order. The deposit made for the order will then be refunded to the buyer via the payment mode the buyer provided on the payment mode page in the buyer's account. The refund will be sent to the buyer within 72 hours after request.
11. Only product prices and their delivery fee are refundable.
12. A 15% penalty is applied to requested refund prior to delivery deadline. However, if the order is cancelled by the vendor, the refund transaction fee is waivered. Kindly note that, cancelling order should always be the last resort. We suggest that the buyer checks the order details and contacts the vendor or the delivery agent assigned to the order if any, to find out more on the order and the reason for the delay.
13. Buyers are allowed to personally handle the delivery of purchased good(s), option available on product checkout page for selected cases only. There is no delivery fee for deliveries handled by buyers
14. For delivery handled by the buyer, once the vendor updates the order to a ready state, a notification will be sent to the buyer (we also encourage buyers to regularly check the order's processing state on the order details page in their accounts).
15. In case a vendor wrongfully updates an order to either "ready" or "picked" without the order being qualified to be declared so, the buyer is strongly encouraged to place a complaint.
16. In case a vendor is found guilty of wrongful order state update, the buyer will be awarded a full refund

Delivery

1. An order is completed once the delivery agent or the vendor confirms delivery using the delivery code associated with the order. Beyond this, no refund is possible. Please, share the delivery code with the delivery agent or the vendor only when the goods satisfy expectations .
2. Every order should be delivered at the GPS location the buyer provided in his/her account. For security reasons, vendors / delivery agents are not allowed to enter buyers' room and are advised to stay at the door or the gate, whichever convenient.
3. For an order which delivery is handled by the buyer, the vendor will request the delivery code from the buyer during order pick up in order to confirm the delivery
4. Buyers can refuse to receive an order if the following conditions are satisfied:
   1. Delivery after the delivery deadline.
   2. The quality of the goods is unsatisfactory
   3. The vendor / delivery agent requests delivery at any place other than the location the buyer provided.
   4. The delivery is made beyond the delivery time interval recommended (7:30 AM - 6:00 PM). This security measure is to protect both the delivery agent /vendor and the buyer. However, this time restriction does not apply to restaurant food deliveries.

   Unless the above stated conditions are met, buyers are mandated to pay for an ordered product and if refused to do so, he/she should be reported to Y2Klick through the report channel

Payment

1. Any transaction between Y2Klick and a buyer will be accomplished via the payment mode the buyer provided (buyers are to provide all necessary information on the payment mode page in their account).
2. There is a transaction fee associated with every requested refund as specified in the orders section above and the sanction section below.
3. Refund(s) will be paid within 72 hours after request.

Sanction

1. Acts which will attract sanctions are:
   1. Provision of wrong information (will be used for delivery purposes)
   2. Delivery request at unrecommended locations, endangering delivery agent / vendor
   3. Failure to receive ordered product(s) beyond rights
   4. Failure to pick up order for which the buyer is in charge of delivery
   5. Purchase of good(s) with fraudulent payment account
   6. Violence or assault towards a vendor / delivery agent
2. When a buyer is sanctioned:
   1. The buyer can no more place order on the platform until the end of the sanction period
3. The different offenses and their penalties
   Provision of wrong information
   1. Unlimited sanction to draw the attention of the buyer(Will be removed when buyer contacts administration for confirmation)
   Delivery request at unrecommended locations, endangering delivery agent / vendor
   1. This act attracts two (2) weeks sanction on first occurrence.
   2. The buyer will face four (4) weeks sanction on the second occurrence
   3. The buyer will be suspended indefinitely on the third occurrence
   Failure to receive ordered product(s) beyond right
   1. This act attracts two (2) weeks sanction on first occurrence
   2. The buyer will face four (4) weeks sanction on the second occurrence
   3. The buyer will be suspended indefinitely on the third occurrence
   4. The refund for the concerned order will attract 25% transaction fee.
   Failure to pick up order for which the buyer is in charge of delivery
   1. This act attracts two (2) weeks sanction on first occurrence
   2. The buyer will be suspended indefinitely on the second occurrence
   3. The concerned order(s) could be cancelled on request; the vendor will be granted a compensation amounting to 25% of the order price and a 65% refund will be granted to the buyer
   Purchase of good(s) with fraudulent payment account
   1. The concerned order(s) may be cancelled
   2. Y2Klick has zero tolerance for fraud. Once a bank or a qualified agency lodges a fraud complaint in regards to an order, the buyer will be sanctioned indefinitely. Y2Klick will work with the right authorities for the apprehension of such a buyer
   Violence or assault towards a vendor or delivery agent
   1. Y2Klick has zero tolerance for violence and assault. The buyer will be suspended indefinitely on the first occurrence