User terms and conditions of service

3.1 What KwiGO does

KwiGO operates the KwiGO app, lists partner Merchants and their Offers, enables you to order and pay through the Platform, through its Payment Service Provider, arranges delivery by KwiGO drivers where a Merchant offers delivery, and helps you and the Merchant resolve any issue with an Order. KwiGO is free for Users to join.

3.2 What KwiGO does not do

KwiGO does not prepare, supply, or sell the food, drinks, or other goods and services listed by Merchants. Each Merchant is the seller of what it offers and is responsible for it. KwiGO does not guarantee the availability of any Merchant, product, or Offer at any particular time.

3.3 Allocation of responsibilities

To make clear who is responsible for what, the following allocation applies to every Order placed through the Platform:

• The Merchant is responsible for the goods and services it sells, including their pricing, quality, safety, allergen information, preparation, packaging, and fulfilment; for applying its discount and any Hot Deal; for verifying, by inspection of valid proof of age, that any person to whom specific items or activities requiring aged eighteen (18) years or above are sold or served; and for all refunds, Order cancellations, disputed transactions, and chargebacks arising from goods or services supplied by the Merchant, when applicable.
• KwiGO is responsible for operating the Platform; for delivering Orders through KwiGO drivers where the Merchant offers delivery, from the moment the Order is handed over to the driver; for facilitating communication and disputes between you and the Merchant; and for processing your personal data as Data Controller.
• The Payment Service Provider is responsible for collecting, holding, clearing, and disbursing all transactional settlement funds and for processing refunds to Users, when applicable.
• You, as User, are responsible for providing accurate information, paying for your Order together with the Handling Fee and any Delivery Fee, being available to receive deliveries, and using the Platform in line with these Terms and Conditions of Service.

Where a problem arises, it is handled by the party responsible for that part of the transaction, and KwiGO will help direct your concern to the right party.

4.1 Eligibility

You must be at least eighteen (18) years old to register for and use the KwiGO app. By registering, you confirm that you meet this requirement. Despite the age limit of the Platform, it is still the full responsibility of the Merchant to check for proof of age before serving alcohol or rendering services which request a minimum (18) years of age.

4.2 Your Account

You must provide accurate, current information when you register and keep it up to date. Each User may hold only one Account. You are responsible for keeping your login details confidential and for all activity on your Account. If you believe your Account has been accessed without your permission, contact us immediately at support@kwigo.app.

4.3 Account suspension and termination

KwiGO will only suspend or terminate your Account where there are genuine grounds to do so, including:

• Suspected fraudulent, deceptive, or abusive activity, including false or repeated refund or chargeback claims.
• Creating multiple Accounts, including to claim the first-transaction Handling Fee reduction more than once.
• Abusive, threatening, or discriminatory behaviour toward a Merchant, its staff, a KwiGO driver, or KwiGO personnel.
• Providing false identity or age information, or being under eighteen (18) years of age.
• Misusing, copying, or tampering with Merchant QR codes or any part of the Platform.
• Any other breach of these Terms and Conditions of Service or of Applicable Law.

Where possible, KwiGO will tell you why your Account has been suspended and give you an opportunity to respond. Where an Account poses an immediate risk to the Platform, other Users, Merchants, or drivers, KwiGO may suspend it without prior notice. You may ask for a review of any suspension by contacting support@kwigo.app.

5.1 In person

At a partner Merchant's venue, scan the Merchant's KwiGO QR code table stands. The Merchant's discounted menu opens on the mobile app, and you then place your Order and pay in the KwiGO app at checkout time. The Merchant shall verify transaction completion on the KwiGO Merchant App prior to discharge the User to leave the Merchant’s facility.

5.2 Online

You can also browse Merchants and place and pay for an Order directly in the KwiGO User app, for pickup or, where the Merchant offers it, for delivery.

5.3 Offers and Hot Deals

Each partner Merchant grants a permanent discount to all verified KwiGO Users. Merchants may also run Hot Deals, such as buy-one-get-one-free (BOGOF) campaigns, which are available only for the period and on the conditions shown in the app. Offers apply only to Orders placed and paid for through the Platform and cannot be exchanged for cash.

When a special offer as Hot Deals or buy-one-get-one-free (BOGOF) applies, the permanent discount will not be granted by the Merchant to the User.

5.4 Prohibited conduct

To protect the Platform and everyone who uses it, you must not:

• Use the Platform for any unlawful, fraudulent, or deceptive purpose.
• Attempt to obtain discounts outside the Platform, or ask a Merchant to apply a KwiGO discount to a payment not made through the Platform.
• Create or use multiple or false Accounts.
• Use automated tools, robots, or scripts to interact with the Platform, or attempt to reverse-engineer any part of it.
• Copy, share, or tamper with Merchant QR codes.
• Post false, misleading, or abusive reviews or content.

6.1 Prices

Prices are set by each Merchant and shown in the app in Rwandan Francs (RWF). Before you pay, the app shows the discounted price of your Order, the Handling Fee, takeaway packaging, and any Delivery Fee, when applicable. So the app will show you the clear full amount you will pay.

6.2 Handling Fee

When you, as a new User of the Platform, download and register on the KwiGO’s User app for the first time, by scanning the physical QR code table stands deployed at the Merchant’s venue, you are charged a discounted 50% Handling Fee of 350 RWF on your first-ever transaction. This applies once per User across the entire Platform, whether at the same or a different Merchant.

6.3 Payment processing

You can pay through the Platform by MTN Mobile Money, Airtel Money, or local or international card (Visa, MasterCard, American Express). All payments are processed through the Platform's integration with KwiGO's Payment Service Provider, Centrika Ltd (XentriPay), a Category I Payment Service Provider licensed and regulated by the National Bank of Rwanda (BNR). The Payment Service Provider holds your payment in fiduciary escrow until it is released to the Merchant.

Your payment is complete once the app confirms it. If a payment fails or is declined, your Order will not be placed. Your mobile money provider, bank, or card issuer may charge its own fees, which are outside KwiGO's control.

7.1 Cancellations and refunds caused by the Merchant

If an Order is cancelled or refunded because of the Merchant, such as, but not limited to, an incorrectly executed Order, a missing item, an item unavailable on the menu or tariff list, or an unfulfilled Order, User receives a 100% refund. The Merchant is financially responsible for this refund.

7.2 Cancellations and refunds caused by KwiGO

If a cancellation or refund results from a Platform error such as a system malfunction, a duplicated charge caused by the Platform, a discount wrongly displayed because of a KwiGO error, or an Order that was not transmitted by the Platform to the Merchant, KwiGO refunds User and bears the cost of the refund. Pricing errors in information entered by the Merchant remain the Merchant's responsibility.

If a KwiGO driver loses, damages, or significantly delays the User’s Order after the Merchant has handed it over correctly, KwiGO is responsible and refunds you. Where the damage results from the Merchant's packaging not being suitable for transport, section 7.1 applies.

7.3 Payment failures

If a payment fails, is duplicated, or a refund does not go through because of the Payment Service Provider or payment network failure, KwiGO will work with the Payment Service Provider to reverse the duplicated or failed transaction and to complete the User’s refund. If your payment fails, no Order is placed, the Merchant will not prepare your Order until the transaction is repeated and verified.

7.4 Orders not completed because of User

If an Order cannot be completed because of the User, for instance, an incorrect provided delivery address, unavailability of the User to receive a delivery, or the User being absent at time of collecting a pickup Order, the User will not receive any refund.

7.5 Reporting a problem with your Order

If your Order is incorrect or incomplete, the User should report it through the KwiGO app within forty-eight (48) hours, with photos where possible. The Merchant is responsible for refunds arising from goods or services it supplies. KwiGO will review your report with the Merchant and, where the issue is confirmed, arrange a refund under section 7.1.

7.6 How refunds are paid

Approved refunds are paid by the Payment Service Provider to the original payment method used for the Order within 5 working days. Card refunds may take longer to appear, depending on your card issuer.

7.7 Fraud, unauthorized transactions, and chargebacks

If you have a problem with a payment, please contact KwiGO first so we can resolve it quickly. Raising a chargeback with your bank or provider without first contacting us, or raising a chargeback for an Order you received, may lead to suspension of your Account under section 4.3.

If you notice a payment on your Account that you did not make, report it to support@kwigo.app immediately. Where a transaction is reported as fraudulent or unauthorized, or you raise a chargeback through your bank or card issuer, KwiGO and the Payment Service Provider will investigate.

8.1 Availability

Delivery is available only from Merchants that offer it, and only within the delivery areas shown in the app. Orders are collected from the Merchant and delivered to you by KwiGO drivers. Estimated delivery times are shown in the app and are estimates only.

8.2 Delivery Fee

A Delivery Fee applies to delivery Orders. It is shown to you before you pay, is paid separately, and is not part of the Handling Fee.

8.3 Responsibilities

The Merchant is responsible for preparing your Order accurately, packaging it suitably for transport, and handing it over to the KwiGO driver. From handover, KwiGO is responsible for delivering it to you. You are responsible for giving an accurate delivery address and contact number and for being available to receive your Order.

8.4 Failed or damaged deliveries

If the driver cannot deliver your Order because you are unavailable or the address is incorrect, section 7.4 applies. If your Order arrives damaged or with items missing, report it through the app within forty-eight (48) hours and it will be handled under section 7.6.

9.1 How we support and resolve a dispute

KwiGO is not an arbitrator and cannot compel either party to take a specific action, but we will actively facilitate communication between you and the Merchant — including escalating concerns where appropriate — and will use reasonable efforts to help reach a fair outcome.

9.2 How to raise a dispute

To give KwiGO the best opportunity to help, raise any dispute through the KwiGO app or by email to support@kwigo.app within forty-eight (48) hours of the relevant transaction, while the details are current and verifiable.

10.1 What we collect and why

We collect the information needed to run your Account and your Orders, such as your name, phone number, email address, delivery address, and Order and transaction history. We use it to provide the Platform, process your Orders and payments, arrange delivery, support you, prevent fraud, and, where you agree, send you Offers and updates. Full details are set out in our Privacy Policy, available at www.kwigo.app/privacy.

10.2 Who we share it with

We share your data only as needed to complete your Orders: with the Merchant you Order from, with the KwiGO driver delivering your Order, and with our Payment Service Provider to process payments and refunds. We may also disclose records to legal counsel or statutory authorities where required. Merchants may use your data only to fulfil your Order and are prohibited from using it for their own marketing or passing it to third parties. We do not sell your personal data.

10.3 Your rights

Under Applicable Law you may ask to access, correct, or delete your personal data, or object to its use for marketing. To make a request, contact support@kwigo.app.

10.4 Deleting your Account

You can delete your Account at any time by emailing support@kwigo.app. When your Account is deleted, your personal data is deleted or anonymized, except for records we must keep by law.