NexG Concierge

Legal

Terms of Service

The rules for using NexG as a guest. We’ve written a plain-English summary beside every section — the summary helps you read, but the full text is what applies.

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Draft for review. This text is a structure and a starting point. It must be reviewed by a Kenyan lawyer before publication and is not legal advice.

  1. 1.Who we are

    NexG is operated by Nexgenius Concierge Limited, a company registered in Kenya. Contact details and registered office are listed at the end of this document.

  2. 2.What NexG does

    NexG is a platform that lets you request goods and services from independent merchants and have them delivered by independent riders, with help from our concierge team. NexG is not the seller of the goods or the provider of the delivery unless we say so explicitly for a particular service.

  3. 3.Your account

    You can order as a guest without an account. If you create one, you are responsible for keeping your phone number current and your one-time codes private. You must be 18 or older to create an account or place an order.

  4. 4.Placing an order

    The price, delivery fee, service fee (if any) and estimated delivery time are shown before you confirm. By confirming you agree to pay that amount. Merchant prices may differ from in-store prices.

  5. 5.Payments

    We accept M-Pesa, cards, pay on delivery (where offered) and charge-to-room at participating hotels. Card payments are processed by our payment provider; we do not store full card numbers. Pay-on-delivery orders may be limited in value or require a confirmed phone number.

  6. 6.Cancellations and refunds

    You can cancel free of charge until the merchant confirms your order. After that, cancellation fees may apply as set out in our Refunds & Cancellations policy. Refunds are returned to the original payment method.

  7. 7.Concierge requests

    For requests outside the catalogue, a concierge will quote a price and time before anything is purchased on your behalf. Nothing is bought until you approve the quote.

  8. 8.Delivery and tracking

    Delivery times are estimates. You can track your rider live. If an order is late or incomplete, tell us through the order screen and we will investigate with the merchant and rider.

  9. 9.Restricted items

    Alcohol is delivered only to persons aged 18 or over and a rider may ask for ID. We do not deliver prescription medicines, weapons, or items prohibited under Kenyan law.

  10. 10.Your conduct

    Treat riders, merchants and concierge staff with respect. Abuse, fraud, chargeback abuse or repeated pay-on-delivery refusals may lead to account suspension.

  11. 11.Our liability

    To the extent permitted by law, NexG’s liability for any order is limited to the amount you paid for that order. We are not liable for the quality of goods supplied by merchants beyond helping you obtain a refund or replacement.

  12. 12.Changes to these terms

    We may update these terms. We will show the “last updated” date at the top and, for material changes, notify you in the app or by SMS before they take effect.

  13. 13.Governing law and disputes

    These terms are governed by the laws of Kenya. Disputes will first be handled through our support team; unresolved disputes may be referred to the courts of Kenya.