GENERAL TERMS OF USE AND CONTRACTING

These general terms of use and contracting (hereinafter, the "general terms") apply to the Vuba Vuba Uganda website and mobile application (hereinafter, jointly, the "app"), which enables on-demand delivery services for food, groceries, and general merchandise from local stores and restaurants in Uganda.

By accessing the site and/or the app and voluntarily creating a profile, all users, vendors, and delivery partners acknowledge and expressly agree to these general terms, as well as the privacy policy and cookie policy.

• Company name: Vuba Vuba Uganda limited
• Registered address: 171653 Kampala GPO, MBC Complex, Lugogo.
• Tax identification number (TIN): 1006508615

2.1 Overview

Vuba Vuba Uganda is an online delivery platform that facilitates seamless interaction between customers, vendors, and delivery riders through its mobile application and website (hereinafter, the "app"). The primary goal of Vuba Vuba Uganda is to provide a technology-driven ecosystem that enhances convenience, efficiency, and accessibility for individuals and businesses seeking food, groceries, and other goods delivered to their preferred locations.

The platform acts solely as an intermediary, ensuring a streamlined process for ordering, fulfillment, and delivery. It does not own, sell, manufacture, or produce any of the products available on the app. Instead, it connects and coordinates different stakeholders in the supply chain while ensuring a user-friendly interface, secure payment methods, and reliable logistics.

2.2 Key Participants in the Vuba Vuba Uganda Ecosystem

Vuba Vuba Uganda operates by linking three primary participants:

1. Customers (users):
   • Individuals or businesses who place orders through the app.
   • Can select from a variety of restaurants, grocery stores, and retail vendors.
   • Have access to different service models such as home delivery, scheduled delivery, and pickup options.
   • Responsible for providing accurate delivery addresses and payment information.
2. Vendors (merchants, restaurants, stores):
   • Businesses that list and sell their products through the app.
   • Include restaurants, supermarkets, convenience stores, specialty stores, pharmacies, and other retailers.
   • Handle preparation, packaging, and order fulfillment before handing products over to a delivery rider.
   • Solely responsible for the quality, accuracy, pricing, and availability of their listed products.
   • Required to update inventory in real-time and maintain service standards.
3. Delivery riders (couriers):
   • Independent service providers who facilitate the pickup and delivery of orders.
   • Use motorbikes, bicycles, or cars to transport goods to customers.
   • Have access to delivery requests through the app and can accept or decline orders based on proximity and availability.
   • Must comply with traffic regulations, safety guidelines, and delivery timelines.
   • Are responsible for handling deliveries with care and ensuring items reach customers in good condition.

2.3 Service Offerings

Vuba Vuba Uganda provides a multi-category platform where customers can place orders for:

1. Food Delivery
   • Restaurants, fast food outlets, and local eateries offering cooked meals.
   • Ability to customize orders (e.g., portion sizes, ingredients, dietary preferences).
   • Support for group orders and scheduled meal deliveries.
2. Grocery & Supermarket Shopping
   • Includes fresh produce, packaged goods, dairy, beverages, household essentials.
   • Customers can choose from multiple supermarkets and local grocery stores.
   • Offers same-day or scheduled delivery for convenience.
3. Pharmaceutical & Healthcare Products
   • Over-the-counter medications, supplements, personal care items, hygiene products.
   • Must comply with legal and regulatory guidelines on medical product distribution.
4. Retail & Convenience Store Shopping
   • Includes electronics, clothing, cosmetics, books, stationery, and more.
   • Users can browse multiple stores and order on-demand.
5. Specialty Services & Custom Orders
   • Includes orders from local bakeries, butcheries, florists, and beverage stores.
   • Users can place custom orders that require special handling or packaging.
   • Subscription-based deliveries for daily essentials such as milk, bread, or newspapers
6. Request a Delivery: allows customers to send or receive packages conveniently through the platform. It is designed for both personal and business needs, ensuring fast, secure, and efficient deliveries.

2.4 Vuba Vuba Uganda as an Intermediary

Vuba Vuba Uganda functions purely as a facilitator of transactions between customers, vendors, and couriers. It does not:

• Own or manufacture any products.
• Control inventory or product availability at vendor locations.
• Take responsibility for food preparation, product packaging, or order fulfillment.
• Bear liability for issues related to food quality, expired goods, incorrect pricing, or missing items (which remain the responsibility of vendors).
• Directly employ delivery riders but rather provides a platform for independent couriers to offer their services.

The platform's role is limited to:

• Providing an intuitive and efficient ordering system for customers.
• Connecting customers with verified and reputable merchants.
• Offering a logistics framework for reliable order dispatch and tracking.
• Facilitating secure digital payments and financial transactions.
• Handling customer service, refunds, and dispute resolution where applicable.

Key implications:

• Vendors must comply with their obligations regarding food safety, regulatory standards, and customer satisfaction.
• Delivery riders must adhere to agreed-upon service conditions, including timely delivery, safe transportation, and customer communication.
• Customers are responsible for verifying order details, providing correct addresses, and reporting any issues with their orders through the appropriate channels.

2.5 Geographic Scope & Service Availability

• Vuba Vuba Uganda operates in Uganda, with a primary focus on major cities and towns where there is demand for online food and goods delivery.
• The platform is continuously expanding its network of merchants, riders, and delivery zones.
• Service availability may vary depending on location, vendor operating hours, and rider availability.
• Certain remote or high-traffic areas may have longer delivery times due to logistical constraints.

2.6 Technological Infrastructure & Features

To enhance the user experience, Vuba Vuba Uganda's app is equipped with:

1. Multiple Payment Options
   • Mobile money (MTN, Airtel), Vuba Vuba wallet (customers can top it up via mobile money of bank cards), bank card payments, and cash-on-delivery options.
   • Secure digital payment integration to ensure smooth and safe transactions.
2. Seamless User Experience
   • Intuitive interface with search, filters, and category navigation.
   • AI-powered personalised recommendations based on past orders.
3. Customer Ratings & Reviews
   • Users can rate vendors and delivery riders, providing feedback to improve service quality.
   • Vendors with high ratings receive better visibility and higher order volumes.
4. Loyalty Programs & Discounts
   • Promo codes, referral programs, and periodic discounts for frequent users.
   • Special membership plans for customers with subscription-based needs.

2.7 Commitment to service quality & compliance

Vuba Vuba Uganda strives to maintain high standards of service by:

1. Onboarding only verified merchants who meet food safety and regulatory requirements.
2. Implementing quality control measures to monitor vendor performance.
3. Providing training and best practices for delivery riders to ensure professionalism.
4. Maintaining transparency in fees, charges, and delivery estimates.
5. Ensuring compliance with Ugandan e-commerce, food safety, and consumer protection laws.

2.8 Limitation of liability

Vuba Vuba Uganda does not assume responsibility for:

• Incorrect orders, delays, or poor-quality products (which are the responsibility of vendors).
• Unforeseen delivery issues caused by external factors such as bad weather, traffic congestion, or technical failures.
• Customer misuse of the platform, including fraudulent payment activities.
• Disputes between vendors and customers unless they relate to direct transactions via the app.

3.1 Basic requirements for registration

To use the Vuba Vuba Uganda app, you must:

• Be at least 18 years old.
• Provide accurate personal details (name, email, phone number, payment details).
• Accept the general terms, privacy policy, and cookie policy.
• Agree to ethical business conduct in transactions.

3.2 User responsibilities

Users of Vuba Vuba Uganda must adhere to platform rules and ethical standards to ensure a safe, secure, and efficient experience for all participants.

1. Account security:
• Users must keep their login credentials confidential and should not share their account details with third parties.
• If users suspect unauthorized access, they must immediately report it to customer support.
• Vuba Vuba Uganda is not liable for damages arising from negligence in account security.
2. Accurate information:
• Users must provide correct delivery addresses to avoid failed deliveries or delays.
• Any errors due to incorrect information will be the user’s responsibility, and additional delivery charges may apply.
• If a user moves to a new location, they must update their address before placing an order.
3. Legal & ethical use:
• Users may only use the app for lawful transactions, refraining from fraudulent activities, scams, or unauthorized chargebacks.
• Any attempt to use the platform for prohibited items, money laundering, or deceptive practices will result in permanent account suspension and legal action.

3.2.1 Aaccount suspension & termination

Vuba Vuba Uganda reserves the right to suspend, restrict, or permanently delete any user account found to be:

• Engaging in fraudulent transactions.
• Providing false personal information.
• Abusing customer support or delivery riders.
• Using stolen credit cards or disputing valid transactions without cause.

By using Vuba Vuba Uganda, users agree to comply with all terms and policies to maintain a trustworthy and transparent e-commerce ecosystem

Vuba Vuba Uganda provides multiple service models:

4.1 Merchant model

• Vendors list their products on the app.
• Users place orders, which are prepared by the vendor.
• A Vuba Vuba delivery partner or the vendor’s own fleet delivers the order.

4.2 Anything model

• Users can request errands or item pickups from specified locations.
• Vuba Vuba riders fulfill the order as per user instructions.

4.3 Marketplace model

• Vendors use Vuba Vuba Uganda’s app to manage their online store.
• Vendors can set dynamic pricing for food, groceries, or general goods.

4.4 Request a delivery model

• Users request delivery of packages or documents via Vuba Vuba Uganda’s couriers.
• The user is fully responsible for the legality of the package.

5.1 service fees

Vuba Vuba Uganda charges fees for:

1. Platform usage: vendors pay a commission for sales.
2. Delivery fees: users pay delivery charges based on distance.
3. Cash handling fees: extra fees may apply for cash-on-delivery transactions.

5.2 payment methods

Users can pay via:

• Mobile money (MTN MoMo, Airtel money).
• Vuba Vuba wallet
• Bank cards (visa, mastercard).
• Cash on delivery (COD).

5.3 Vendor payouts

• Vendors receive weekly payments for completed orders.
• A service commission (agreed per vendor contract) is deducted before payout.

At Vuba Vuba Uganda, we strive to ensure seamless transactions between users, vendors, and delivery riders. However, certain circumstances may require an order to be canceled. This section outlines the conditions under which cancellations and refunds apply.

6.1 User cancellations

Users may cancel their orders under specific conditions:

• Before preparation starts:
• Users can cancel their order without incurring charges as long as the vendor has not yet started preparing the order.
• The cancellation can be made via the app or by contacting customer support.
• After preparation has started:
• If an order is already being prepared by the vendor, the user will be charged the full amount, as the product cannot be resold.
• No refunds will be issued unless the order is canceled due to a vendor-related issue (e.g., out-of-stock items).
• Delivery already in progress:
• If the order has left the vendor's premises and is in transit, the user cannot cancel the order and must accept delivery.
• Any disputes regarding quality or incorrect items must be addressed with customer support after delivery.

Important: If an order was paid using digital payment channels, applicable transaction fees will be deducted from the refund amount in case of user-initiated cancellations. These charges cover processing costs imposed by payment service providers and are non-refundable.

6.2 Vendor cancellations

Vuba Vuba Uganda expects vendors to fulfill orders accurately and promptly. However, in cases where an order cannot be fulfilled, the following rules apply:

• If a vendor is unable to prepare an order due to unavailability of items, operational issues, or other constraints, the user will receive a full refund to their original payment method or as store credit for future use.
• Vendors who frequently cancel orders may face penalties, reduced visibility on the platform, or temporary suspension to maintain service reliability.

6.3 Delivery failures

In certain situations, a delivery may fail. The following rules apply:

1. Incorrect address provided by the user:
• If the user provides a wrong or incomplete address, the order may not be delivered.
• The user will bear the full cost of the order, including any additional redelivery fees, if applicable.
2. User not available to receive the order:
• If the user fails to answer calls or is not present at the delivery location, the rider will attempt to contact them.
• After a waiting period of 10 minutes, the order will be marked as failed and returned to the vendor.
• No refunds will be issued, as the order was prepared and delivered as requested.

6.4 Refund processing

Refunds, where applicable, will be processed as follows:

• Digital payments (credit/debit card, mobile money): refunds will be credited to the original payment method within 3-7 business days.
• Cash on delivery orders: refunds will be provided as store credit for future purchases.

Vuba Vuba Uganda reserves the right to review refund requests on a case-by-case basis to ensure fairness for users, vendors, and delivery riders.

To ensure compliance with legal regulations and safety standards, Vuba Vuba Uganda strictly prohibits the sale, purchase, or delivery of the following restricted items through the platform:

• Illegal substances: this includes narcotics, counterfeit goods, stolen items, and other contraband. Any attempt to purchase or deliver such items will result in account suspension and may be reported to authorities.
• Firearms & explosives: the platform does not allow the sale or delivery of weapons, ammunition, explosive materials, or any hazardous substances that pose a risk to public safety.
• Unregulated pharmaceuticals: prescription medicines, controlled substances, and unauthorized health products cannot be sold or delivered unless legally permitted and regulated by relevant authorities.
• Alcohol to minors: alcohol delivery is strictly prohibited for users under 18 years. Id verification is required upon delivery, and failure to provide valid proof of age will result in order cancellation without a refund.

Vuba Vuba Uganda reserves the right to refuse any transaction that violates these restrictions.

• Vuba Vuba Uganda may offer discount codes and promotions.
• Discounts cannot be exchanged for cash.
• Abuse of promotional codes may result in account suspension.

Vuba Vuba Uganda complies with Ugandan laws, including:

• Consumer protection act.
• Data privacy & protection act.
• Taxation laws (all transactions are subject to applicable vat and taxes).

At Vuba Vuba Uganda, we are committed to resolving disputes fairly and efficiently. Our goal is to ensure a seamless experience for all users, vendors, and delivery riders. However, in the event of a disagreement or issue related to orders, payments, deliveries, refunds, or any other platform-related concern, the following dispute resolution process will apply:

11.1 Initial resolution through customer support

• Users, vendors, and delivery riders experiencing issues must first contact Vuba Vuba Uganda’s support team through the app, website, email, or customer service hotline.
• The support team will investigate the complaint and attempt to resolve the matter within a reasonable timeframe (typically within 24 to 72 hours, depending on the complexity of the issue).
• Users may be required to provide evidence such as order receipts, delivery confirmations, or photographs to facilitate dispute resolution.

11.2 Escalation process

If the issue cannot be resolved through customer support, users have the option to escalate their complaint:

• Internal review: the case may be reviewed by Vuba Vuba Uganda’s dispute resolution team, which will assess the complaint based on available evidence, policies, and platform data.
• Vendor & delivery partner mediation: if the dispute involves a vendor or delivery rider, Vuba Vuba Uganda may act as a neutral intermediary to facilitate a resolution between the parties.

11.3 external resolution with consumer protection authorities

• If the user is dissatisfied with the final decision or if the dispute remains unresolved, the matter can be escalated to Uganda’s consumer protection authorities, regulatory bodies, or legal avenues as per Ugandan law.
• Users may file complaints with agencies such as the Uganda Communications Commission (UCC) or the Uganda consumer protection association (UCPA), which oversee e-commerce and consumer rights.

11.4 Legal action & arbitration

• Vuba Vuba Uganda encourages amicable resolutions but, where necessary, disputes may be subject to legal proceedings in accordance with Ugandan laws.
• In the event of legal action, disputes shall be handled under the jurisdiction of Ugandan courts.

All content, branding, and technology associated with the Vuba Vuba Uganda platform, including but not limited to the website, mobile application, logos, trademarks, graphics, text, images, software, and proprietary algorithms, are the exclusive property of Vuba Vuba Uganda ltd. These assets are protected under local and international intellectual property laws, including copyright, trademark, and patent regulations.

Unauthorised use, reproduction, modification, distribution, or exploitation of any Vuba Vuba Uganda content without explicit written permission from the company is strictly prohibited. This includes:

• Copying or replicating the Vuba Vuba Uganda brand identity for any commercial or non-commercial use.
• Modifying or reverse-engineering the platform’s software or code.
• Using Vuba Vuba Uganda's content for advertising, marketing, or third-party applications without consent.

Legal action may be taken against individuals or entities found violating Vuba Vuba Uganda's intellectual property rights. All rights are reserved.

Vuba Vuba Uganda reserves the right to suspend, restrict, or terminate services to users, vendors, or delivery riders who violate these general terms and conditions. This includes but is not limited to:

• Fraudulent activities such as payment fraud, identity theft, or order manipulation.
• Repeated violations of policies, including cancellations, misuse of the platform, or delivery refusals.
• Abuse, harassment, or misconduct towards vendors, delivery riders, or support staff.

Vuba Vuba Uganda may also modify, restrict, or discontinue any service at its discretion, with or without notice, to maintain platform integrity and operational efficiency.

These terms are governed by the laws of Uganda, and any disputes will be handled in Ugandan courts.

For any queries or complaints, contact:

📧 Email: info@vubavuba.ug
📍 Address:171653 Kampala GPO, MBC Complex, Lugogo