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Terms and condition



GENERAL TERMS AND CONDITIONS OF USE AND SERVICE – QWETU FOOD

Last updated: March 2026

1. PURPOSE AND SCOPE

These General Terms and Conditions of Use and Service (hereinafter referred to as “Terms”) aim to define the conditions of access to and use of the Qwetu Food platform.

They apply to all users, partner restaurants, and delivery partners using the platform, accessible via mobile application or website.

Any use of the services implies full and unconditional acceptance of these Terms.

2. COMPANY IDENTIFICATION

Qwetu Food is a platform operated by an entity established in the Democratic Republic of Congo, with its headquarters located in Lubumbashi.

For any inquiries:
Email: support@qwetufood.com

3. DESCRIPTION OF SERVICES

Qwetu Food provides a digital infrastructure enabling:

  • connection between users, restaurants, and delivery partners,
  • order management,
  • payment facilitation,
  • delivery tracking and logistics.

Qwetu Food acts solely as a technical intermediary and does not prepare or sell any products.

4. ACCOUNT CREATION

The user agrees to:

  • provide accurate and complete information,
  • maintain the confidentiality of their login credentials,
  • be responsible for all activities carried out through their account.

Qwetu Food reserves the right to suspend or terminate any account in case of fraud, abuse, or violation of these Terms.

5. ORDER PROCESS

Any validated order constitutes a binding agreement between the user and the partner restaurant.

Qwetu Food acts as an intermediary for order transmission.

The restaurant may refuse an order in case of:

  • unavailability,
  • technical error,
  • suspected fraud.

6. PRICING AND PAYMENT

Displayed prices include:

  • product cost,
  • delivery fees,
  • applicable service fees.

Payments are processed through third-party providers.
Qwetu Food shall not be held liable for any failure of these services.

In case of payment failure, the order may be automatically canceled.

7. DELIVERY

Delivery times are indicative.

The user must be available at the provided address. In case of delivery failure due to the user:

  • the order may be canceled,
  • no refund will be guaranteed.

Transfer of responsibility occurs upon delivery of the order.

8. CANCELLATION AND REFUNDS

Orders cannot be canceled once preparation has begun.

Refunds are limited to the following cases:

  • non-delivery attributable to the platform,
  • significant error in the order,
  • confirmed major quality issue.

Qwetu Food reserves the right to assess the validity of any request.

9. LIABILITY AND LIMITATION

Qwetu Food shall not be held liable for:

  • actions or omissions of restaurants,
  • product quality,
  • delays caused by delivery partners or external factors.

Qwetu Food’s liability is limited to the amount of the concerned order.

Under no circumstances shall Qwetu Food be liable for indirect damages, loss of revenue, or intangible damages.

10. RELATIONSHIP WITH PARTNERS

10.1 Restaurants

Restaurants are solely responsible for:

  • compliance with health regulations,
  • product quality,
  • adherence to applicable laws.

10.2 Delivery Partners

Delivery partners operate as independent contractors and are not employees of Qwetu Food.

They are responsible for:

  • proper execution of deliveries,
  • compliance with safety standards.

11. PROHIBITED USE

It is strictly prohibited to:

  • misuse the platform for fraudulent purposes,
  • manipulate the system (fake orders, refund abuse),
  • harass or threaten partners,
  • attempt unauthorized access to systems.

Any violation will result in immediate account suspension and possible legal action.

12. PERSONAL DATA

Qwetu Food collects and processes personal data in accordance with its Privacy Policy.

Users consent to the use of their data for:

  • order processing,
  • service improvement,
  • operational communications.

13. INTELLECTUAL PROPERTY

All elements of the platform are protected.

Any unauthorized reproduction, distribution, or use is strictly prohibited.

14. FORCE MAJEURE

Qwetu Food shall not be held liable in case of unforeseen events such as:

  • natural disasters,
  • network outages,
  • civil unrest,
  • major technical failures.

15. MODIFICATION OF TERMS

Qwetu Food reserves the right to modify these Terms at any time.

Users will be informed via the platform. Continued use of the service constitutes acceptance of the updated Terms.

16. TERMINATION

Qwetu Food may suspend or terminate an account:

  • in case of violation of the Terms,
  • in case of fraudulent behavior,
  • for security reasons.

17. GOVERNING LAW AND DISPUTES

These Terms are governed by the laws of the Democratic Republic of Congo.

Any dispute shall be subject to the competent courts of Lubumbashi, unless resolved amicably beforehand.

18. CONTACT

Support: support@qwetufood.com
Location: Lubumbashi, Democratic Republic of Congo