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.