Terms of Service

These Terms of Service ("Terms") govern your access to and use of the Koola platform, including the Koola Customer App, website, and related services (collectively, the "Services"). By accessing or using our Services, you agree to be bound by these Terms.

If you do not agree with these Terms, please do not use the Services.

1. Acceptance of Terms

By creating an account, downloading our app, or otherwise accessing our Services, you confirm that you have read, understood, and agree to be bound by these Terms, our Privacy Policy, and any additional terms that may apply. We may update these Terms from time to time, and your continued use of the Services constitutes acceptance of any changes.

2. Eligibility

To use the Services, you must:

• Be at least 18 years of age, or the age of majority in your jurisdiction
• Have the legal capacity to enter into a binding agreement
• Not be prohibited from using the Services under applicable laws
• Provide accurate and complete registration information

3. User Accounts

When you create an account with us, you agree to:

• Provide accurate, current, and complete information during registration
• Maintain the security of your password and account credentials
• Promptly update your account information if it changes
• Accept responsibility for all activities that occur under your account
• Notify us immediately of any unauthorized use of your account

We reserve the right to suspend or terminate accounts that violate these Terms or engage in fraudulent activity.

4. Use of Services

Koola provides a multi-vendor commerce and delivery platform that connects customers, sellers, delivery agents, and pickup points. Our Services include:

• Product Browsing: Searching and discovering products from verified sellers
• Order Placement: Purchasing products through the platform
• Delivery & Pickup: Receiving orders via delivery agents or community pickup points
• Payment Processing: Secure payment facilitation through our payment partners
• Community Engagement: Interacting with sellers, agents, and the Koola community

You agree to use the Services only for lawful purposes and in accordance with these Terms.

5. Orders & Payments

5.1 Placing Orders

When you place an order through the platform, you are making an offer to purchase the selected products. We reserve the right to accept or reject any order at our discretion.

5.2 Pricing

All prices displayed on the platform are in the local currency and include applicable taxes unless otherwise stated. Prices are subject to change without notice, but changes will not affect orders already confirmed.

5.3 Payment Methods

We accept various payment methods including mobile money, bank transfers, and cash on delivery (where available). All electronic payments are processed securely by our third-party payment partners.

5.4 Order Confirmation

Once your order is placed and payment is confirmed, you will receive an order confirmation. This confirmation constitutes acceptance of your order.

6. Delivery & Pickup

Koola offers multiple fulfillment options:

• Home Delivery: Direct delivery to your specified address by our delivery agents
• Pickup Points: Collection from community agent pickup points near you

Estimated delivery times are provided as guidelines and may vary based on location, product availability, and other factors. We are not liable for delays caused by circumstances beyond our reasonable control.

7. Returns & Refunds

Our returns and refunds policy is designed to protect both buyers and sellers:

• Products may be returned within 7 days of delivery if they are defective, damaged, or significantly different from the description
• Refunds will be processed to the original payment method within 5–10 business days
• Certain products (perishable goods, personal items, digital products) may not be eligible for return
• Return shipping costs may be borne by the buyer unless the return is due to seller error

8. Intellectual Property

All content, features, and functionality of the Services—including text, graphics, logos, icons, images, audio, software, and compilation thereof—are the exclusive property of Koola or its licensors and are protected by copyright, trademark, and other intellectual property laws.

You may not reproduce, distribute, modify, create derivative works of, publicly display, or otherwise exploit any of our content without prior written consent.

9. Prohibited Conduct

You agree not to:

• Use the Services for any illegal or unauthorized purpose
• Attempt to gain unauthorized access to any part of the Services
• Interfere with or disrupt the Services or servers connected to the Services
• Upload viruses, malware, or other harmful code
• Impersonate any person or entity, or falsely state your affiliation
• Engage in fraudulent transactions or misrepresent product information
• Harass, abuse, or harm other users, sellers, or agents
• Scrape, data mine, or use automated tools to access the Services without permission

10. Limitation of Liability

To the maximum extent permitted by applicable law, Koola and its directors, employees, partners, agents, and affiliates shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including loss of profits, data, or goodwill, arising out of or in connection with your use of the Services.

Our total liability to you for all claims arising from or relating to these Terms or the Services shall not exceed the amount you paid to us in the 12 months preceding the claim.

11. Indemnification

You agree to indemnify, defend, and hold harmless Koola, its affiliates, officers, directors, employees, and agents from and against any claims, liabilities, damages, losses, and expenses (including reasonable legal fees) arising out of your use of the Services, violation of these Terms, or infringement of any third-party rights.

12. Termination

We may suspend or terminate your access to the Services at any time, with or without cause, and with or without notice. Upon termination:

• Your right to use the Services will immediately cease
• Any pending orders may be cancelled
• We may retain your data as required by law or for legitimate business purposes

You may also terminate your account at any time by contacting support or using the account deletion feature in the app.

13. Governing Law

These Terms shall be governed by and construed in accordance with the laws of the United Republic of Tanzania, without regard to its conflict of law provisions. Any disputes arising under these Terms shall be subject to the exclusive jurisdiction of the courts located in Dar es Salaam, Tanzania.

14. Changes to Terms

We reserve the right to modify these Terms at any time. We will notify you of significant changes via the app or email. The "Effective Date" at the top indicates when the latest version applies. Your continued use of the Services after changes are posted constitutes your acceptance of the revised Terms.

15. Contact Us

If you have any questions about these Terms, please contact us: