Terms & Conditions

The rules of the road when you use the Lori app.

Effective 15 August 2026 Lori Purified Drops · Homabay, Kenya

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These Terms & Conditions ("Terms") govern your use of the Lori Purified Drops mobile application (the "App") and the water delivery services provided through it by Lori Purified Drops ("we", "us", "our"). By creating an account, placing an order or otherwise using the App you agree to these Terms. If you do not agree, please do not use the App.

1. Your account

  • You must be at least 16 years old to create an account.
  • You are responsible for keeping your login credentials confidential and for all activity under your account.
  • Sign-up always creates a standard customer account. Staff roles (driver, store manager, super admin) are granted only by us.
  • You may delete your account at any time from Settings in the App. Anonymised order records may be retained for financial purposes.

2. Ordering

  • Orders are placed through the App for purified water in 5L, 10L and 20L bottles, either as a refill (you exchange an empty Lori bottle) or water with a new reusable bottle.
  • An order is confirmed once it appears in your order history with a "pending" or later status.
  • We may decline or cancel an order in cases such as stock unavailability, delivery outside our coverage area, or suspected fraud.
  • Prices shown in the App include the water; bottle charges (where you choose a new bottle) are itemised at checkout. Delivery within our coverage area is free unless stated otherwise.

3. Payment

  • M-PESA: payment is initiated at checkout via Safaricom's STK Push to the phone number you confirm. An order is treated as paid only after we receive confirmation from Safaricom.
  • Cash on delivery: payment is collected by the rider at hand-over. Please have the correct amount where possible.
  • Promotional codes (for example REFILL10) are single-use per customer unless stated, may have a minimum order value, and can be withdrawn or modified at any time.

4. Delivery

  • We deliver across Homabay Town and surrounding areas. You choose your delivery point and preferred time window at checkout.
  • Delivery times are estimates. Factors such as traffic and order volume may cause delays; we will keep you updated through the App.
  • Someone should be available at the delivery point to receive the order. If access is not possible, our rider will contact you using the phone number on the order.

5. Bottle exchange & refills

  • Refill pricing applies when you return a compatible empty Lori bottle at the time of delivery.
  • Bottles remain your property once purchased. We reserve the right to refuse an exchange for bottles that are damaged, contaminated or not compatible with our fittings.
  • Please store bottles away from direct sunlight and chemicals to keep your water fresh.

6. Cancellations & refunds

  • You may cancel an order from the App while it is still in "pending" status at no charge.
  • Once an order is being prepared or dispatched, cancellation may not be possible — contact us at info@lori.co.ke and we will help where we can.
  • If you are charged for an order that was not delivered, or charged twice, we will refund the affected amount to your M-PESA number, typically within 7 working days of verification.
  • Water is a consumable product: returns are not accepted once a bottle has been opened or the seal broken, except where the product is defective.

7. Acceptable use

You agree not to misuse the App — including attempting to place fraudulent orders, interfering with its operation, scraping or reverse-engineering it, accessing other users' data, or using the App for any unlawful purpose. We may suspend or terminate accounts that breach these Terms.

8. Availability of the service

We aim to keep the App available at all times but do not guarantee uninterrupted service. We may update, suspend or discontinue any part of the service for maintenance, security or operational reasons. These Terms do not affect your statutory consumer rights under Kenyan law.

9. Liability

  • The App and service are provided on an "as is" basis. To the extent permitted by law, we are not liable for indirect or consequential loss arising from use of the App.
  • Our liability for any claim relating to an order is limited to the amount you paid for that order.
  • Nothing in these Terms excludes liability that cannot be excluded by law.

10. Intellectual property

The App, the Lori Purified Drops name, logo and all related content are owned by us or our licensors. You may not copy, modify or distribute them without written permission.

11. Changes to these Terms

We may update these Terms from time to time. The current version is always available at this page with the effective date above. Continued use of the App after changes means you accept the updated Terms.

12. Governing law

These Terms are governed by the laws of the Republic of Kenya. Any disputes will be resolved in the courts of Kenya.

13. Contact