Terms of Service

1. What Is Kazi Eats?

Kazi Eats is a mobile-based food delivery platform that connects customers with local township restaurants, food vendors, and independent delivery drivers.

2. Account Registration

To use certain Kazi Eats services, you may be required to create an account and provide accurate and complete information.

This may include:

• Your real name.
• A valid mobile phone number.
• Your correct delivery location.

You are responsible for ensuring that the information associated with your account remains accurate and up to date.

You are also responsible for maintaining the security of your account and any login credentials associated with it.

You must be at least 12 years old to use Kazi Eats unless the use of the platform by a younger person is permitted with the consent of a parent or legal guardian and applicable law.

3. Placing Orders

When you place an order through Kazi Eats, the order is submitted to the selected restaurant for acceptance.

An order becomes binding between you and the restaurant once the restaurant accepts the order, subject to these Terms and any applicable consumer protection laws.

Prices displayed for food items relate to the items themselves. Applicable delivery fees, service fees, or other charges will be displayed at checkout where applicable.

4. Delivery Rules

Due to informal or changing addressing systems in some township areas, customers are responsible for providing accurate delivery information.

Customers may be required to provide a GPS location, physical address, landmarks, directions, or other information that helps the delivery driver locate the delivery address.

Customers must be available at the delivery location to receive their order.

Delivery Waiting Period

Drivers may wait for a maximum of 10 minutes after arriving at the designated delivery location.

If the customer cannot be reached or fails to collect the order within the applicable waiting period, the order may be cancelled or otherwise handled in accordance with the circumstances of the order.

Where permitted by applicable law and the circumstances of the cancellation, an electronic payment may not be refundable. A future-order penalty of R20 may also apply where such a charge has been clearly communicated to the customer.

Respect for Drivers

Kazi Eats delivery drivers are members of the communities in which they operate and must always be treated with courtesy and respect.

Harassment, threats, intimidation, discrimination, or abusive behaviour towards drivers may result in account suspension or termination.

5. Payments and Fees

Depending on availability, Kazi Eats may support payment methods including:

• Cash on delivery.
• Card payments.
• Mobile wallet payments.
• Other payment methods made available through the platform.

Delivery fees compensate delivery drivers for the time, distance, fuel, and other costs associated with delivering an order.

Service fees, where applicable, support the operation, maintenance, development, and administration of the Kazi Eats platform.

All applicable charges will be presented to the customer before an order is confirmed where reasonably possible.

6. Refunds and Cancellations

Order Cancellations

Orders may generally only be cancelled within 5 minutes of being placed or before food preparation has begun, whichever occurs first.

Customers wishing to cancel an order should contact the restaurant or use the available in-app support functionality and provide the relevant order code.

Incorrect or Missing Items

Incorrect, damaged, or missing items should be reported through Kazi Eats in-app support within 2 hours of delivery.

Refunds

Where a refund is approved, it will generally be processed to the original payment method within 48 hours, subject to the payment provider's processing times.

Refund requests may require a valid reason and supporting information where appropriate.

7. Privacy and POPIA Compliance

Kazi Eats respects the privacy of its users and processes personal information in accordance with applicable privacy laws, including the Protection of Personal Information Act 4 of 2013 ("POPIA").

Personal information may include your name, mobile number, delivery address, location information, order information, and other information necessary to provide Kazi Eats services.

For more information about how Kazi Eats collects, uses, stores, and protects personal information, please read our Privacy Policy.

8. User Conduct

Users must use the Kazi Eats platform responsibly and lawfully.

Users may not:

• Create fraudulent or misleading accounts.
• Provide false information for the purpose of obtaining services or promotions.
• Abuse promotional offers, discounts, coupons, or rewards.
• Harass, threaten, intimidate, or abuse drivers, restaurant staff, Kazi Eats employees, or other users.
• Attempt to interfere with, damage, or gain unauthorised access to the Kazi Eats platform.
• Use the platform for unlawful purposes.

Kazi Eats reserves the right to suspend or terminate accounts that violate these Terms or otherwise misuse the platform, subject to applicable law.

9. Limitation of Liability

Kazi Eats provides technology that facilitates food ordering and delivery coordination. Kazi Eats does not prepare, cook, package, or directly control the preparation of food supplied by restaurants.

To the extent permitted by applicable law, Kazi Eats is not responsible for food preparation, food quality, ingredients, allergens, or illness arising from food supplied by a restaurant.

Restaurants are responsible for preparing and supplying food in accordance with applicable laws and requirements.

Kazi Eats may also experience delays caused by circumstances outside its reasonable control, including severe weather, road closures, traffic conditions, public safety concerns, technical failures, or other circumstances affecting delivery operations.

10. Changes to These Terms

Kazi Eats may update or amend these Terms from time to time to reflect changes to the platform, services, business practices, or applicable legal requirements.

Where appropriate, users may be notified of material changes through the Kazi Eats application, website, or official communication channels.

Your continued use of Kazi Eats after updated Terms become effective constitutes acceptance of the updated Terms to the extent permitted by applicable law.