Note

• COG represents Cost Of Goods

Account

1. The creation of account of any type, being a restaurant, a bookshop or general account is free of charge.
2. An e-shop is automatically generated for every vendor at the end of the account creation process. Every e-shop is by default visible to clients on the platform unless the vendor places the account in frozen mode.
3. Vendors are free to end their subscription as whenever they please. However, once an account is deleted, all associated data can no longer be retrieved.
4. Vendors who already have delivery agents can get them registered on the platform for free.The agent will then have to link his/her account to that of the vendor's. Each account will be independent. However, the vendor will automatically be the recipient of payment of all completed deliveries.
5. Vendors have the ability to unlink any delivery agent of their choice once the delivery agent is linked in. However, only a delivery agent can decide to link his/her account.
6. Y2klick does not and will not intervene between vendors and their affiliated delivery agents under any circumstance. Y2klick only provides a medium for easy transfer of delivery assignments between concerned parties.
7. As far as delivery of orders is concerned, the directives laid in this text constitutes our final guidelines for vendors.

Products

1. No vendor is allowed to sell any substance considered illegal by the laws of the country. If found, the vendor will face penalties as specified in the sanctions section below. Y2Klick is not responsible and is not to be involved in any legal action the vendor may face
2. Any product displayed on a vendor's daily menu (for restaurants) or in a vendor's shop (for all other vendors) is considered available therefore could be ordered.
3. Vendors are to provide all necessary information pertaining to a product as much as possible. In case a vendor wants an additional product characteristic field to be added, the vendor can send a suggestion to us via the feedback page (the link to the feedback page is in the footer of most pages).

Orders

1. For restaurants, order placement is restricted to the restaurant's operating hours while 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 changes made to a product's characteristics by the vendor after order placement do not affect pending orders of that product.
3. For every order, our systems compute a delivery deadline, information available on all order details pages.
4. For restaurants, the delivery deadline is computed using the distance between the buyer and the restaurant as well as other relevant factors such as the time it takes to get the order ready, unless it is a pre-order type .
5. For pharmacies, the delivery deadline is 24 hours by default, unless it is a pre-order type .
6. For all other types of vendors, all 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 a pre-ordered product, the delivery deadline is per the pre-order time assigned to the product by the vendor.
8. For all orders, if the order is not delivered before the end of the delivery deadline, the buyer is allowed to cancel the order once the order's validity period has elapsed.
9. For every order, Y2Klick charges 5% sales commission (for payouts via YFinancierr) or 7% sales commission (for payouts via Bank transfer or mobile money).
10. In case a vendor is in the impossibility to deliver an order, the vendor could cancel the order. To avoid any penalty, we strongly recommend that the vendor informs the buyer before the buyer places a complaint in that regard.
11. A buyer can opt to personally handle the delivery of purchased good(s). Once the order is declared ready by the vendor (this is done on the order's details page in the vendor's account), the buyer is automatically informed (please, the vendor is also encouraged to contact the buyer using the buyer's contact details on the order's details page).
12. In case a buyer cancels an order before its delivery dealine (restaurant orders are excluded. They can only be cancelled after the delivery deadline), a compensation of 10% of the order's price will be sent to the vendor.

Delivery

1. For every order, vendors have three options: Note: Delivery agents are individuals registered on Y2Klick platform for such a purpose. However, the delivery agents are responsible for their own actions, and we recommend that vendors take particular note of the following section.
   1. Personally deliver the order. If a vendor selects this option, the vendor will be paid the CoG and the associated delivery fee for that order by Y2Klick once the delivery is confirmed (read subsequent points for more details on delivery confirmation).

      

   2. Dispatch the order to a delivery agent. If working with a particular delivery agent, the vendor can dispatch the order to that specific agent on the order dispatch page by providing the agent's code or telephone number. The vendor is therefore advised to take the CoG from the agent during order pick up . Failure to take the CoG from the independent delivery agent remains an issue between the delivery agent and the vendor. Y2Klick will pay the independent delivery agent the CoG and the associated delivery fee once the agent confirms successful delivery.

      Note: In case the order is dispatched to an affiliated delivery agent (an agent whose account is linked with that of the vendor), the vendor does not need to take the CoG before order pick up. All payments (CoG and Delivery fee) will be paid to the vendor (instead of the delivery agent) once the delivery is confirmed

   3. Assigning the delivery to the delivery market. By assigning a delivery to the delivery market, the delivery assignment will be accessible to all nearby delivery agents. Only one agent can auto-assign the delivery at a time. The information of the agent will then be available on the order details page. Vendors are to check regularly on the delivery assignment status and are free to change the assignment option or unassign an agent. Once a delivery agent is assigned the delivery of an order, the process is the same as that of the aforementioned point.

      

2. It should be noted that a buyer can still cancel an order after its delivery deadline whether the order is assigned to a delivery agent or not.
3. The provision of a delivery system is to facilitate the transfer of goods between vendors and buyers. In that regard, vendors are advised to take note of the chain of goods' responsibility transfer. In no event will Y2Klick pay a vendor if he/she fails to follow the directives given.
4. To prevent delivery agents from taking advantage of vendors' orders, by delivering the products ordered on their own without taking them from the vendors, vendors are required to update the order to “picked” once an independent delivery agent takes possession of it. Without this update, the order delivery cannot be confirmed (please read the next point for more details on delivery confirmation).
5. Every order is assigned a specific unique delivery code. The code is known to only the buyer. Once a delivery is made, the person making the delivery whether the vendor or a third-party performing the delivery should take the delivery code from the buyer and confirm delivery on spot before leaving the delivery site. Please, Y2Klick can only acknowledge a delivery if the right delivery code is provided on time. The delivery code and order cancellation can terminate the order. If the delivery is not confirmed and the buyer cancels the order, Y2Klick will process a refund in favour of the buyer whether the buyer is in possession of the order or not. Confirming the delivery by providing the right delivery code on time is the only way Y2Klick can confirm that the buyer is in possession of the order and therefore terminate the order in favour of the vendor.
6. Every order should be delivered at the GPS location the buyer provided. 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.
7. Buyers should always be informed prior to deliveries.
8. For an order which delivery is handled by the buyer, the vendor should take the delivery code from the buyer during order pick up in order to confirm the delivery
9. Buyers can refuse to receive an order if the following conditions are satisfied:
   1. The quality of the good is unsatisfactory.
   2. Delivery after the delivery deadline.
   3. The vendor 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 is for security and privacy reasons, for both the vendor and the buyer. However, this time restriction does not apply to restaurant food deliveries.

   Unless the conditions stated above are satisfied, buyers are mandated to accept delivery. If the buyer refused to do so, the buyer should be reported to Y2Klick via the complaint form (the link is available at the bottom of most pages).

Payment

1. Any transaction between Y2Klick and a vendor will be performed via the payment mode the vendor provided (vendors are to provide all necessary information on the payment mode page in their account).
2. For linked accounts, the CoGs and delivery fees of orders delivered by affiliated delivery agents will be paid to the vendor
3. There are no extra fees on transactions between vendors and Y2Klick.
4. Completed deliveries are paid into the vendor's account within 72 hours upon delivery confirmation, unless the vendor specified otherwise ( Other options are available on payment mode page in vendors account). This means that, the CoG and the delivery fee of an order completed on Monday, will be debited into the vendor's account latest by Wednesday.



5. In case a vendor's account is deleted before pending balance is paid, the ownership of each unpaid-completed-delivery in the name of the vendor is tranferred to the delivery agent(s) who made the delivery(ies) if any.

Sanction

1. Acts which will attract sanctions are:
   1. Failure to deliver an order and not notifying the buyer
   2. Sales of illegal items punishable by the Ghanaian regulatory laws & Constitution
   3. Delivery at unrecommended locations, putting the buyer at risk
   4. Wrongful update of order state
   5. Violence or assault towards a buyer / independent delivery agent
2. When a vendor is sanctioned:
   1. Concerned order(s) may be cancelled
   2. The vendor's account will be frozen till the end of the sanction period (this means that all products from the vendor's shop/restaurant will be hidden on the platform)
3. The different offenses and their penalties
   Failure to deliver an order and not notifying the buyer
   1. First offense, attracts a sanction period of 48 hours
   2. Second offense, attracts a sanction period of two (2) weeks
   3. The third occurrence of this offense will result in indefinite suspension
   Delivery at unrecommended locations, putting the buyer at risk
   1. First offense, attracts a sanction period of 48 hours
   2. Second offense, attracts a sanction period of two (2) weeks
   3. The third occurrence of this offense will result in indefinite suspension
   Sales of illegal items punishable by the Ghanaian regulatory laws & constitution
   1. First offense, attracts a sanction period of two (2) weeks
   2. Second occurrence of this offense will result in indefinite suspension
   Wrongful update of order state
   1. The concerned order(s) could be cancelled on request and a full refund will be granted to the buyer
   2. First offense, attracts a sanction period of four (4) weeks
   3. Second occurrence of this offense will result in indefinite suspension
   Violence or assault towards a buyer or a delivery agent
   1. Y2Klick has zero tolerance for violence or assault. The vendor will be suspended indefinitely on the first occurrence.

Note: Delivery agents are referred to as delivery agents on the platform.

Account

1. Account creation is totally free on the platform for both delivery agents and delivery companies
2. Every delivery agent registered on Y2Klick platform is an independent delivery agent. Y2Klick only provides the delivery agent with available delivery assignments if any.
3. Delivery agents are fully responsible for their actions and activities. Y2Klick does not provide any insurance policy.
4. Delivery agents are free to delete their account at any given time. However, once an account is deleted, all associated data can no more be retrieved.
5. Delivery agents are permitted to link their account to a vendor's account or the account of a delivery company registered on the platform. However, once an account is linked, only the linked account (that of the delivery company or the vendor) has the authority to unlink the delivery agent.
6. Delivery companies / vendors have the ability to unlink any delivery agent of their choice once the delivery agent is linked in. However, only a delivery agent can decide to link his/her account.
7. Except the ability to unlink a delivery agent, delivery companies / vendors are not given the ability to control the delivery agents account
8. Y2klick does not and will not intervene between delivery companies / vendors and their affiliated delivery agents under any circumstance. Y2klick only provides a medium for easy transfer of delivery assignments between concerned parties.
9. As far as delivery of orders is concerned, the directives laid in this text constitutes our final guidelines for delivery companies and delivery agents

Delivery

1. Delivery agents can get their delivery assignment directly from vendors or by auto assignment from the delivery market. In either case, the delivery agent can cancel the assignment provided he/she has not picked the order.
2. Delivery companies can also dispatch orders to their affiliated delivery agents through the platform. Delivery companies can only get their order directly from the vendors and are not given access to the delivery market.
3. For every delivery, there is a CoG (Cost of Goods) and an associated delivery fee. The CoG is the amount the delivery agent should pay the vendor to take possession of the order. For every order assigned to, the delivery agent is required to pay the vendor the exact amount of the CoG before taking the order (in other terms, the delivery agent is buying the order from the vendor).
4. All details about an order are provided on the order's details page.
5. To avoid situations where a delivery agent bypasses a vendor to deliver the goods to the buyer, once a delivery agent takes possession of an order, the vendor is required to update the order to “picked”. Without this update, the delivery agent cannot later confirm delivery.
6. Once an order is in the custody of a delivery agent, the delivery agent becomes the sole owner of the goods, and the vendor no longer has authority over the order.

   

7. For every order, there is an associated delivery deadline (the time is clearly specified on the order details page). The buyer is only allowed to cancel the order once the order's validity period has elapsed
8. The characteristics of the goods ordered are provided on the order details page. Delivery agents are advised to check for all possible details before taking the order from the vendors. It should be noted that buyers have the right to refuse delivery if the characteristics of the ordered goods are unsatisfactory.
9. The delivery agent should always check that the vendor has updated the order to “picked” once the delivery agent takes ownership of the good(s). Without this update, the delivery agent will not be able to confirm delivery.
10. All delivery arrangements should be communicated to the right buyer before delivery is made.
11. The delivery agent is advised to inform the buyer of all delays. Should the buyer cancel the order, a refund on the items will be processed. Y2Klick will pay no commission to the delivery agent in such a scenario.
12. A unique delivery code is placed on every order known only to the buyer. Upon delivery, on the spot, the delivery agent is advised to take the delivery code from the buyer and confirm delivery by providing the delivery code where requested. Please, Y2Klick only acknowledges the delivery if the right delivery code is provided on time. The delivery code and order cancellation can terminate the order. If the delivery is not confirmed and the buyer cancels the order, Y2Klick will process a refund of deposit, whether the buyer is in possession of the order or not. Confirming the delivery by providing the right delivery code on time is the only way Y2Klick can confirm that the buyer is in possession of the order and therefore terminate the order in the delivery agent's favour.
13. Every order should be delivered at the GPS location the buyer provided . For security reasons, delivery agents are not allowed to enter buyers' room and are advised to stay at the door or the gate, whichever convenient.
14. Buyers can refuse to receive an order if the following conditions are satisfied:
    1. The quality of the good is unsatisfactory
    2. Delivery after the delivery deadline.
    3. The delivery agent requests delivery at any place other than the location the buyer provided
    4. The delivery is done beyond the delivery time interval recommended (7:30 AM - 6:00 PM). This is for security and privacy reasons, for both the delivery agent and the buyer. However, this time restriction does not apply to restaurant food deliveries.

    Unless the conditions stated above are satisfied, buyers are mandated to accept delivery and upon refusal to do so, the buyer should be reported to Y2Klick using the complaint form (located at the bottom section of most pages)

Payment

1. Any transaction between Y2Klick and a delivery agent/delivery company will be performed using the payment mode the delivery agent/delivery company provided (delivery_agents/delivery companies are to provide all necessary information on the payment mode page in their account).
2. In case a delivery agent is not linked to any account, completed deliveries are paid into the delivery agent's account within 72 hours (by default) upon delivery confirmation, unless the delivery agent specified otherwise ( Other options are available on payment mode page in delivery agents account). This means that, the CoG and the delivery fee of an order completed on Monday, will be debited into the delivery agent's account latest by Wednesday
3. For linked accounts, all payments will be made to the linked account (that of the vendor or the delivery company the delivery agent is linked to). Y2klick will not pay the delivery agent any fee for the delivery. The payment of any fee concerning a delivery made under linked account is handled by the owner of the account the delivery agent is linked to (the delivery company or the vendor)
4. For delivery companies, completed deliveries are paid into the company's account within 72 hours (by default) upon delivery confirmation, unless the company specified otherwise. The balance of the company will comprise the CoGs and delivery fees of all orders completed by affiliated delivery agents. To give the companies freedom to handle payments to their affiliated delivery agents, only the company is given information about the total cost of a completed delivery ( CoG + Delivery fee)
5. The payment of balance does not carry any extra fee.

   

   

6. In case a company's account is deleted before pending balance is paid, the ownership of each unpaid-completed-delivery in the name of the company is tranferred to the delivery agent(s) who made the delivery(ies)

Sanction

1. Acts which will attract sanctions are:
   1. Failure to deliver an order and not notifying the buyer
   2. Delivery at unrecommended location, putting the buyer at risk
   3. Violence or assault towards a buyer or a vendor
2. When a delivery agent is sanctioned:
   1. 1. The delivery agent can no more be assigned delivery until the end of the sanction period
3. The different offenses and their penalties
   Failure to deliver an order and not notifying the buyer.
   1. First offense, attracts a sanction period of 48 hours
   2. Second offense, attracts a sanction period of two (2) weeks
   3. The third occurrence of this offense will result in indefinite suspension
   Delivery at unsafe locations, putting the buyer at risk
   1. First offense, attracts a sanction period of 48 hours
   2. Second offense, attracts a sanction period of two (2) weeks
   3. The third occurrence of this offense will result in indefinite suspension
   Violence or assault towards a buyer or a vendor
   1. Y2Klick has zero tolerance for violence and assault. The delivery agent will be suspended indefinitely on the first occurrence.

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