Terms of Service

1. Acceptance of these terms

FoodIt is a food ordering and delivery service operated by Ronawa Technologies in Kenya. These terms are the agreement between you and us for your use of the FoodIt app.

Ticking the box on the sign-up screen and creating an account means you accept them. We record the moment you accepted and the version shown to you at the time, so both of us can tell later exactly what was agreed. Continuing to use FoodIt — browsing, ordering, cooking or delivering on it — also means you accept the version in force.

You must be old enough to enter into a contract and to hold the M-Pesa line you pay from. If you do not accept these terms, do not create an account.

2. Your account

Your phone number is your identity on FoodIt. We send a one-time code to it at sign-up and you choose a password; both are needed to get back in.

Keep the number and the password to yourself. Anything done from your account — orders placed, codes read out, money spent — is treated as done by you, so tell us straight away if you think someone else has got in.

One person holds one role. An account is a customer account, a vendor account or a runner account, never two at once. Vendor and runner accounts cannot trade until we have approved them, and approval can be withdrawn.

After sign-up you pick the zone you order in. Delivery is done on foot inside a zone, so listings only appear once we know which one you are in.

To run the service we use your phone number, your saved delivery addresses, your order history and — if you allow notifications — a device token for your handset. We may deactivate an account that breaks these terms. Deactivating it does not erase the orders, payments and payouts already recorded against it: we are required to keep those.

3. Placing an order

You browse the vendors listed in your zone. A dish is orderable only while its vendor has it marked available, and availability can change at any moment — up to the point your payment succeeds, nothing is reserved for you.

An order exists only once payment goes through. Until then you have a cart, not an order, and nothing is sent to a kitchen. If your cart holds food from more than one vendor, you pay one total and it becomes a separate order per vendor, each collected and delivered separately.

The prices and quantities on an order are fixed at the moment it is created. A vendor changing a price afterwards does not change what you paid.

Once your order is placed, the vendor begins preparing it and the job goes to the runners in your zone. That is why you cannot undo it from the app — see section 6.

4. Prices and payment

All prices are in Kenya Shillings. The price of the food is set by the vendor. On top of it, each order carries a flat delivery fee for your zone and a flat platform fee, both charged once per vendor in your cart. The subtotal, the delivery fee, the platform fee and the total are shown to you separately before you pay, and the total is what you are charged.

Payment is by M-Pesa, in one of two ways. Either we send an STK push to the number you give at checkout — it does not have to be the number on your account — and you authorise it with your PIN; or you pay our paybill yourself from the M-Pesa menu, using the business number, account number and exact amount the app shows you, and then paste the M-Pesa confirmation message into the app. If you decline the push, let it time out, or the payment fails, no order is created and you are not charged.

A paybill payment is checked by us against our statement before the order is placed, so there may be a short wait. Your order is created only once we confirm the payment. If we cannot match your receipt to a payment we will tell you, no order is created, and you should contact support with your confirmation message if you did pay. A receipt code can only be used for one payment.

Your M-Pesa confirmation code is the receipt for the payment, and the order in the app shows what it bought.

We hold the money until the food is handed over. The vendor is paid when a runner collects the food, less our commission; the runner is paid their share of the delivery fee when the delivery is confirmed. We keep the commission and the platform fee for running the platform.

5. Delivery

We deliver on foot, within your zone only. Deliveries go to a registered building plus the house or unit number you give — there is no map pin, so runners rely on the address, the landmark and any gate details we hold. Keeping your saved address accurate is your responsibility, and if your building is not listed you can ask us to add it before you order.

Stay reachable on the phone number on your account while an order is out. A runner who cannot reach you or get to your door may not be able to complete the delivery.

Every order carries two four-digit codes. The vendor reads out the pickup code when the runner collects the food. You read out the delivery code when the runner hands it to you — only then. The code is proof the food arrived and it is what pays the runner, so giving it out before you have your order means giving up your claim that it never came.

Any times shown in the app are estimates. Traffic, weather, a busy kitchen and how many runners are online all move them, and we do not promise a delivery time.

6. Cancellations and refunds

An order can be cancelled while the food is still with the vendor. Once a runner has collected it, it cannot be cancelled — it is on its way, and anything that goes wrong from there is a delivery problem, handled under section 9.

There is no cancel button in the app today. To cancel, contact support on info.fooditapp@gmail.com as soon as possible, and we will cancel it if the food has not yet been collected. We may also cancel an order ourselves — a vendor who has closed, run out, or cannot cook what you ordered — and we will tell you why.

Refunds are not automatic. Where an order is cancelled before collection, or where you paid for food that was never delivered, we refund what you paid for that order — including the delivery fee and the platform fee — to your FoodIt wallet, or to the M-Pesa number the payment came from where we agree to. We handle these case by case, and we may ask you for the order number and the M-Pesa confirmation code.

Raise a problem with an order within 24 hours of placing it. After that we may not be able to establish what happened.

7. Vendors and runners

FoodIt is the platform, not the cook and not the courier. Vendors and runners are independent people and businesses using FoodIt to reach customers — they are not our employees or agents, and we do not prepare, handle or transport your food.

The vendor is responsible for the food: what is in it, how it is prepared and stored, its hygiene, and holding whatever licences the law requires of them. The runner is responsible for the food from the moment they collect it until they hand it to you.

We approve vendor and runner accounts before they can trade, and we set the prices vendors are allowed to list. That is a check on who is on the platform, not a guarantee of anyone's food or conduct.

We collect payment from you on the vendor's and runner's behalf, and pay them out of it as described in section 4.

After a delivery you can rate the runner from one to five stars and leave a short comment. Rate the delivery, not the food — the vendor is a separate conversation, and a runner should not carry a score for a meal they had no part in cooking. Keep comments civil and factual; we may remove abusive ones.

8. Acceptable use

Use FoodIt to order, sell or deliver food, and nothing else. In particular, do not:

• place orders you do not intend to pay for or receive; • give a delivery code for food you have not received, or withhold one for food you have; • claim a payment failed or an order never arrived when it did; • abuse, threaten or harass a vendor, a runner, another customer or our staff; • share your account, or hold more than one role; • try to reach orders, codes, addresses or wallet balances that are not yours; • automate, scrape, probe or reverse-engineer the app or our API, or get at the service by any means other than the app itself; • as a vendor, list food you cannot legally sell or cannot make.

We may suspend or close an account that breaks these rules, without notice where the reason is serious, and we may withhold a payout connected to it while we look into what happened.

9. Liability

We are responsible for running the platform: taking your order accurately, charging you the amount shown, passing the order to the vendor, and keeping a truthful record of what happened. We are not responsible for the food itself, which is the vendor's, or for a runner's conduct on the way to you.

If something is wrong with an order — food missing, food that never arrived, an amount charged that does not match what you bought — contact support on info.fooditapp@gmail.com with the order number. Bring food safety and hygiene complaints to us promptly: we pass them to the vendor, and a vendor can be suspended over them.

Where we are liable to you for an order, our liability is limited to what you paid for that order. We are not liable for indirect or consequential loss — lost time, lost earnings, or a missed occasion — or for a failure caused by something outside our control, including an M-Pesa outage, a network failure, or a vendor closing unexpectedly.

Nothing here limits any right you have under Kenyan law that cannot be limited by agreement, including your rights as a consumer.

10. Changes to these terms

These terms ship inside the app, so a new version reaches you with an app update. The version in force is the one shown at the top of this screen.

When we change them, the version number changes with the text. What you accepted at sign-up stays recorded against the version you were shown; using FoodIt after an update — placing another order, or continuing to sell or deliver on it — means accepting the version in your build.

If you do not accept a new version, stop using FoodIt and ask us to close your account. Changes do not apply retrospectively to an order already placed.

11. Contact

Questions about these terms, a problem with an order, a refund, or a request to close your account: contact info.fooditapp@gmail.com.

FoodIt is operated by Ronawa Technologies. Please include your order number and, where money is involved, the M-Pesa confirmation code — it is the fastest way for us to find what happened.