Terms of service
Last updated 11 November 2026
Draft, under advocate review. The version in force at launch will be shown here with its date.
These terms apply when you use the Narua App app or website to order food, rides, parcels or errands in Murang'a Town. By creating an account or placing an order, you agree to them.
1. Who we are
Narua App is a delivery and errands service operated by Narua Kenya, Murang'a Town, Kenya. Contact: hello@droplix.ke · +254700000000 (phone/WhatsApp).
2. Your account
- You must be at least 18, or use Narua App with a parent or guardian's permission.
- Give a correct name, phone number and delivery location.
- Keep your login code private. You are responsible for orders placed from your account.
3. Orders
- Restaurants and shops listed on Narua App prepare the food or goods. Narua App arranges payment and delivery.
- Prices, delivery fees and estimated delivery times are shown before you pay.
- An order is confirmed once payment is received and the restaurant accepts it.
- Someone must be available at the delivery location to receive the order.
4. Payment
- Payment is made by M-Pesa at checkout, or in cash on delivery where offered.
- The amount shown at checkout is the full amount you pay, including the delivery fee.
- Promotions and discount codes are subject to their own conditions and may end at any time.
5. Cancellations and refunds
Report problems within 2 hours of delivery through the app or WhatsApp, with a photo where possible. Refunds are sent to the M-Pesa number used to pay, usually within 48 hours.
| Situation | What happens |
|---|---|
| You cancel before the restaurant accepts | Full refund |
| You cancel after the food is being prepared | No refund for the food; delivery fee refunded |
| Order is missing items or is wrong | Refund or replacement for the affected items |
| Order never arrives | Full refund |
| Restaurant or Narua App cancels | Full refund |
6. Your responsibilities
- Treat riders and restaurant staff with respect.
- Do not place fake orders, misuse promotions, or order anything illegal.
- Check your order for allergies and dietary needs with the restaurant before ordering. Narua App does not prepare food.
7. Our responsibility
- We work to deliver on time and in good condition, but times are estimates and can be affected by traffic, weather and demand.
- Our responsibility for any order is limited to the amount you paid for that order.
- We may suspend accounts that break these terms.
8. Privacy
How we collect and use your information is explained in the Narua App privacy policy.
9. Changes and law
- We may update these terms and will show the latest version here and in the app with its date.
- These terms follow the laws of Kenya. We will first try to settle any dispute by talking with you.