Terms and Conditions
These Terms and Conditions govern the use of the services offered by Kibuye App ("Kibuye
App") on the Kibuye App website (the "Website"). Please read these Terms and Conditions
Your use of Kibuye App services or its website constitutes your acceptance of and
agreement to all of the terms and conditions in these Terms and Conditions and the Privacy
Policy, and your confirmation that you are either at least eighteen (18) years of age or under
the supervision of a parent or legal guardian who is at least eighteen (18) years of age.
Use Of Website
By using Kibuye App’s website, you confirm that you are either at least 18 years of age or
are using the website under the supervision of a parent or legal guardian who is at least
eighteen (18) years of age.
We grant you a non-transferable and revocable license to use the website, under the Terms
and Conditions described, for the purpose of shopping for items sold on the website. Any
breach of these Terms and Conditions shall result in the immediate revocation of the license
granted to use the website without notice to you.
Some services and features on the website may require registration or subscription. Should
you choose to register or subscribe for such services or features, you agree to provide
accurate and current information about yourself, and to promptly update such information if
there are any changes.
You are the sole authorised user of any account you create with Kibuye App and are
entirely responsible for all activities that occur under such account.
You are responsible for maintaining the confidentiality of any account name you create as
well as any password associated with such account. You agree to immediately notify us of
any suspected or actual unauthorised use of your account and/or password.
By providing your contact information such as phone number and email address, you agree
to receive information including but not limited to availability of items in your order, status of
your order, promotions, other information that Kibuye App may deem fit to send you. At any
point, you may request us to discontinue sending you such information.
You must inform us immediately of any changes to the information that you provided when
registering by updating your personal details.
If Kibuye App believes that there is likely to be a breach of security or misuse of the Kibuye
App website, we may require you to change your password or we may suspend your
Within reason, Kibuye App may suspend or cancel your account for a variety of reasons
including but not limited to breach of your obligations under these Terms and Conditions.
Kibuye App shall not be responsible or liable in any way for any loss or damage of any kind
incurred as a result of, or in connection with, your failure to comply with these Terms and
The Kibuye App website may allow the submission of various kinds of communication in the
form of comments, reviews, photographs, videos, comments and other communication by
users of the website.
All such submissions will be considered non-confidential and will be available for Kibuye
App to use as it deems fit in any medium and in any territory globally.
All users of the Kibuye App website hereby agree not to submit material that: (i) is
copyrighted, subject to privacy or publicity rights or otherwise subject to third party
proprietary rights unless you are the owner of such rights or have permission from the
owner to submit the material; (ii) is unlawful, illegal, obscene, harassing, defamatory,
libelous, treasonable, pornographic, hateful, racially, religiously or ethnically offensive or is
otherwise inappropriate; (iii) could damage the reputation of Kibuye App or any third party;
or (iv) impersonates another person. Kibuye App reserves the right to remove any
submission at its discretion and not least if the submission breaches any of the above listed
Kibuye App does not endorse submissions made on its website and Kibuye App disclaims
any liability in connection with any submission. You accept that by accessing Kibuye App’s
website you may be exposed to submissions that may be offensive, inaccurate or
distasteful, and you hereby waive any legal rights or claims you may have against Kibuye
App in relation to this.
Website Content And Pricing
within the exact time window, you will be notified as much in advance as is possible.
Ultimately, the delivery windows are a guide and we are not contractually bound to deliver
within the stipulated time period. What we do guarantee is that your order will be delivered
within 24 hours of the time of your selected delivery window. That said, majority of our
customers’ orders are delivered within their chosen delivery window and it is always our
goal to achieve this.
Communicating With You During Order Processing
While processing your order, we may need to contact you to discuss availability of some of
your items and any replacements we may want to suggest to you. At checkout, we ask
customers their preferred means of us communicating with them (phone call or SMS/email).
Whichever medium you select, we request you to have access to it so you can respond in a
timely manner so as to allow us process and deliver your order within your preferred
delivery window. Customers who are late in responding may have their delivery
rescheduled in order not to delay delivery of other customer orders slated for the same
Access To Your Delivery Location
We always endeavour to deliver your order directly to your doorstep, however if access to
your location is limited due to a dilapidated road, flooding, road blocks, civil unrest or any other encumbrances, then we will require you to notify us in advance and also to meet the
delivery driver at a convenient and more accessible location. Failure to notify us of any such
issues may result in a delay and/or rescheduling of your delivery or a cancellation of your
Access Within Your Building
Our delivery drivers are very happy to carry your order to your doorstep and even into your
home, if you want them to. If your building has an elevator, the drivers will bring the order to
any floor you’re on. If, however, the building has no elevator, the highest floor the drivers
will walk up to is the 4th floor (assuming the ground floor is the 1st floor). Also, if your order
contains large and/or heavy individual items such as water refill bottles, the driver will only
walk up to the 2nd floor (assuming the ground floor is the 1st floor) if the building has no
Meeting Our Delivery Driver
In order to enable our delivery drivers effect timely deliveries, they are mandated to wait a
maximum of 15 minutes for each customer to receive their orders from them. After
contacting a customer (either by phone call or SMS) and the customer is either
unresponsive or fails to show up after 15 minutes, the driver will leave and another delivery
attempt may be made which may be subject to an extra charge. Also note that Kibuye App
will not be liable for any damage caused to products (such as fresh meat and vegetables or
frozen produce) as a result of the additional time the products spend due to a customer
being unresponsive and/or unavailable to take delivery of such products.
Return and Refund Policy
If we deliver an incorrect or damaged item (damage that has been caused by us), we will
happily replace the item at no additional cost to you. For us to replace such items,
customers will need to notify the delivery driver of their observation at the point of delivery.
Once customers have taken delivery of their order and signed confirming this, they take
ownership of the items and Kibuye App will be unable to accept any returns. For this
reason, we ask customers to carefully check and confirm the accuracy of their order with
the delivery driver before acknowledging receipt by signing. Kibuye App will not accept
returns for items that have no material damage to them. Products that are materially intact
but whose packaging may have scratches, peels, tearing, dents, discolouration, rust, or any other aesthetic impairment that does not affect the taste, functionality or integrity of the
actual product may not be accepted by Kibuye App as a return.
If an item you ordered is unavailable, we will continue to check for the item until it is back in
stock. If, after our checks, the item remains out of stock, any credit due to you will be added
to your Kibuye App eWallet. We do not process refunds to bank accounts.
In instances where your address is not within our delivery coverage locations or we later
receive a payment which did not reflect in our account at the time you made it, we may
process a refund to your account after deducting relevant bank charges.
Treatment Of Our Employees
Kibuye App employees always strive to please customers and often go to extra lengths to
ensure customers are fully satisfied with the service. We expect that our customers will
accord the same courtesy and respect to all our employees they may engage with via email,
over the phone or in person. Our employees mean a lot to us and without them, we will not
be able to provide the level of service we offer our customers. So, while we will be patient
with customers, we will not tolerate any written, verbal or physical abuse to our employees
by anyone. Any breach of this by a customer may result in our refusal to fulfill the
customer’s order. In such an instance, if the items in the customer’s order have already
been picked and paid for, we may decide not to deliver to the customer’s location and
instead require the customer to pick up the order at a location of our choosing. If, however,
the items have not been purchased, we may process a refund after deducting relevant
bank, transactional and operational charges and costs Kibuye App may have incurred.
Kibuye App reserves the right to report any incidence of abuse to the appropriate law