Otto Marketplace Supplier Policy

✅ 1. Booking acceptance means commitment

• Only accept bookings you can fully deliver.

• Accepting a booking confirms you are ready to serve the client under the agreed terms.

• Failure to fulfill accepted bookings will result in penalties as outlined below.

🔐 2. Security and client due diligence

• Otto will provide customer ID and Driver’s License copies.

• Suppliers are responsible for:
• Conducting any additional background or security checks
• Deciding whether to proceed with the booking

• Accepting a booking confirms due diligence has been completed and liability is assumed by the supplier.

🚙 3. Vehicle standards and on trip responsibility

• Vehicles must be delivered:
• As listed or an approved equivalent
• Roadworthy, clean, and fit for purpose

• Any vehicle issues during the trip must be handled directly by the supplier.

• Otto may be contacted for mediation after the supplier has first engaged the client.

💬 4. Communication rules

• All booking related communication must remain within:
• The official WhatsApp trip group or
• Otto’s in app inbox

• Off platform communication for disputes, changes, or agreements is not permitted.

💳 5. Payments, extensions, and credit

• Vehicles must not be issued or extended without prior customer payment.

• Credit arrangements are allowed at the supplier’s discretion.

• Otto’s service fee will still be collected as usual, regardless of supplier credit decisions.

💸 6. Refunds and Otto fees

• If a vehicle is delivered below agreed standard or capacity:
• The supplier must facilitate the customer refund

• If the supplier is at fault:
• Otto fees will be deducted and not reimbursed

• If the supplier is not at fault:
• Otto fees will be reimbursed accordingly

⚠️ 7. Penalties and enforcement

❌ Failure to fulfill accepted bookings

• Failure to fulfill two accepted bookings:
• Suspension from the Otto marketplace for two months

• Continued violations after reinstatement:
• Permanent removal from the marketplace

🚫 Non functional or faulty vehicle delivery

• Delivering a vehicle that is not functional as expected, and not willing to change the vehicle immediately, two times in a row:
• Suspension from the marketplace for two months to review fleet readiness

• Repeated violations after the suspension period:
• Permanent removal from the marketplace

🧼 Vehicle cleanliness

• If a customer reports a vehicle is not clean and requests cleaning:
• The customer may proceed with a car wash
• The car wash fee will be deducted from the supplier’s payout

• Repeated delivery of unclean vehicles:
• Suspension from the marketplace for up to two months

• Continued violations after reinstatement:
• Permanent removal from the marketplace

⏰ Late or delayed deliveries

• Late delivery without prior communication to the customer and Otto:
• May result in a partial penalty or compensation deduction

• Compensation amounts will be reviewed and agreed upon by both parties after assessment.

• Repeated late deliveries may lead to suspension from the marketplace.

🚫 No show deliveries

• Failure to show up for a confirmed delivery without notice:
• Treated as a failed booking
• Subject to immediate penalties and suspension

🔗 8. Platform integrity

• All customers referred by Otto must remain on the Otto platform.

• Any attempt to move Otto customers off platform may result in:
• Financial penalties
• Suspension or permanent removal from the marketplace

🔒 9. Data protection

• All customer data must be handled in accordance with Kenyan data protection laws.

• Customer data must not be misused, shared, or stored outside permitted use.

✍️ Acceptance