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Terms and condition



1. General Overview

Ostex Eats operates as a digital marketplace and SaaS provider in Zanzibar. By accessing our Mobile App, Website, or POS System, all users (including Restaurants, Customers, and Deliverymen) agree to these terms. Ostex Eats acts as a facilitator and is not a food preparation entity or a direct employer of delivery personnel.

2. Strict No-Refund Policy

All financial transactions on the Ostex Eats platform are final and non-refundable.

  • For Restaurants: Monthly subscription fees (Starter, Growth, and Elite) are billed in advance. No partial or full refunds will be issued for unused portions of a billing cycle, untouched order limits, or account deactivation.

  • For Customers: Once an order is confirmed by a restaurant, it cannot be canceled. Since food is a perishable good, refunds are not provided for delays, taste preferences, or changed minds.

  • For Deliverymen/Partners: Any administrative, onboarding, or platform access fees are non-refundable upon payment.

3. Restaurant & Merchant Obligations

  • Menu Accuracy: Restaurants must maintain updated pricing and availability. Ostex Eats is not responsible for price discrepancies between the app and the physical location.

  • Self-Delivery Liability: If a restaurant chooses "Self-Delivery," they assume 100% liability for the food’s safety, temperature, and arrival time once it leaves their premises.

  • Plan Limits: Merchants must monitor their "Max Order" and "Product Listing" limits. Exceeding these limits will result in automatic store suspension until the next billing cycle or a plan upgrade.

4. Customer Conduct & Delivery

  • Accuracy of Data: Customers must provide precise GPS coordinates or landmarks. If a delivery fails due to an incorrect address or the customer being unreachable, the order remains fully payable.

  • Quality Disputes: Issues regarding food quality, portion size, or hygiene must be settled directly between the Customer and the Restaurant. Ostex Eats does not mediate food quality disputes.

5. Deliverymen & Logistics Partners

  • Independent Status: Deliverymen are independent contractors. They are responsible for their own vehicles, fuel, insurance, and compliance with Zanzibar traffic laws.

  • Service Standards: Deliverymen must handle goods with care. Repeated reports of damaged goods or unprofessional behavior will result in permanent account termination without refund of any balance.

6. Account Suspension & Payments

  • Ostex Eats reserves the right to suspend any account (Merchant, Customer, or Driver) for fraudulent activity, harassment of other users, or failure to pay subscription dues.

  • In the event of a system outage, Ostex Eats will work to restore service but is not liable for any lost revenue or missed orders during downtime.

7. Intellectual Property

All branding, including the "Ostex Eats" name, logo, and software code, remains the sole property of Ostex Eats. Users may not scrape, copy, or redistribute our data without written consent.