Tienda App – General Terms and Conditions Effective Date: 20th February 2025 Company Name: Tienda Logistics Brand Name: Tienda App Registered Address: Nairobi, Kenya Email: info@tienda.co.ke Phone: +254 751 35 34 34 1. Introduction Welcome to Tienda App, operated by Tienda Logistics (“Tienda,” “we,” “our,” or “us”). Tienda is a technology platform that connects vendors, riders, and customers for efficient and reliable on-demand delivery of goods — including groceries, food, pharmaceuticals, beverages, and other retail products. By accessing or using the Tienda App, Vendor Portal, or Rider App (collectively, “Platform”), you agree to comply with these Terms and Conditions and our Privacy Policy. If you do not agree with these Terms, please do not use the platform. 2. Eligibility and User Accounts To use the Platform, you must: • Be at least 18 years old; • Have the legal capacity to enter into a binding agreement; • Provide accurate and complete registration details; • Use the Platform only for lawful purposes. You are responsible for maintaining the confidentiality of your account credentials. Tienda reserves the right to suspend or terminate accounts that violate these terms. 3. Nature of the Service Tienda is a logistics technology platform. We: • Facilitate connections between vendors, riders, and customers; • Provide systems for delivery management, order tracking, and payment processing; • Offer a vendor web portal for order management and analytics; • Provide rider apps for order dispatch and routing. Tienda does not manufacture, own, or sell any of the goods delivered via the platform. We are an intermediary — not an agent, employer, or direct contracting party between vendors, riders, and customers. 4. Vendor Terms Vendors using Tienda agree to: • Register valid business information, licenses, and contact details. • Provide accurate product information, pricing, and inventory status. • Ensure that all goods comply with Kenyan law, including those related to alcohol, pharmaceuticals, and consumer safety. • Fulfill orders promptly and maintain delivery quality. • Pay applicable service and delivery fees as communicated by Tienda. Tienda may deactivate or suspend vendors who repeatedly breach delivery standards, violate policies, or receive verified complaints. 5. Rider Terms Riders using the Tienda App agree to: • Maintain valid identification, driving licenses, and insurance where applicable. • Deliver items safely, professionally, and on time. • Avoid misconduct, including theft, tampering, or illegal activity. • Protect the privacy of both customers and vendors. Riders are independent contractors and not employees of Tienda Logistics. Tienda is not responsible for tax, benefits, or employment obligations related to rider activity. Payments and incentives are handled transparently through the rider app or dashboard. 6. Customer Terms Customers using Tienda agree to: • Provide accurate delivery addresses and contact details. • Pay for goods and services via approved payment methods (M-Pesa, card, or wallet). • Inspect items upon delivery and report issues immediately through the app. Tienda is not liable for vendor pricing, product quality, or delays beyond its operational control (e.g., traffic, weather, or third-party disruptions). 7. Payments, Fees, and Settlements • All payments are processed through secure, approved payment gateways. • Tienda may charge service, delivery, or platform fees to users, vendors, or riders. • Vendors and riders will receive settlements according to Tienda’s payout schedule. • Users are responsible for any mobile money, transaction, or processing fees charged by third parties. 8. Cancellations, Refunds, and Disputes • Orders can be canceled before dispatch only. • Refunds are subject to vendor and delivery verification and are processed within 5–7 business days. • Tienda reserves the right to deny or delay refunds in cases of fraud, misuse, or false claims. • Disputes should be submitted via info@tienda.co.ke, including order details and proof of transaction. 9. Long-Distance and Intercity Deliveries Tienda offers long-distance (city-to-town) delivery services between selected routes such as Nairobi–Nakuru, Nairobi–Kisumu, and other expansion zones. Terms include: • Delivery times may vary based on distance, route, and partner availability. • Tienda may partner with licensed transport operators for intercity logistics. • Tienda is not liable for delays due to accidents, weather, or partner transport failures. • Insurance and liability coverage apply only within approved Tienda shipment zones. 10. Use of Platform and Content Users agree not to: • Copy, modify, or distribute Tienda’s app, software, or content without authorization. • Attempt to interfere with or disrupt Tienda systems. • Use the platform to perform unlawful or deceptive transactions. All software, trademarks, and data on the platform belong to Tienda Logistics. 11. Data Protection and Privacy Tienda collects, stores, and processes personal data in compliance with the Kenya Data Protection Act (2019). Collected data includes: • Contact and identification details; • Location and delivery data; • Transaction history and payment records. Tienda uses this data to: • Facilitate deliveries and coordinate riders; • Improve services and user experience; • Send marketing or promotional communications (with consent). Tienda does not sell or share user data with unauthorized third parties. 12. Liability and Limitations While Tienda strives to ensure reliable service, we do not guarantee: • Continuous or error-free operation of the platform; • The quality, safety, or legality of goods delivered; • Performance or timeliness of independent riders or vendors. Tienda’s total liability for any claim is limited to the amount paid to Tienda for that specific transaction. 13. Suspension and Termination Tienda may suspend or terminate accounts for: • Violation of these Terms; • Fraudulent activity; • Misuse of the platform; • Non-payment of fees. Users may also deactivate their accounts by contacting info@tienda.co.ke. 14. Intellectual Property All trademarks, designs, software, and materials are owned by Tienda Logistics. Unauthorized use, modification, or reproduction is prohibited. 15. Marketing and Promotions Tienda may offer discounts, referral bonuses, or loyalty programs. Such promotions are subject to specific terms and may change or end without notice. 16. Governing Law and Jurisdiction These Terms and Conditions are governed by the laws of Kenya. Any disputes shall be resolved under the exclusive jurisdiction of the courts of Kenya. 17. Updates to Terms Tienda may modify or update these Terms periodically. Revisions will be posted on the app and website with a new effective date. Continued use of Tienda after updates constitutes acceptance of the revised Terms. 18. Contact Information For support, feedback, or legal inquiries: 📧 Email: info@tienda.co.ke 📞 Phone: +254 751 35 34 34 🌍 Website: www.tienda.co.ke 🏢 Company: Tienda Logistics ⚠️ Disclaimer Tienda Logistics provides a technology platform for delivery management. We are not liable for losses, damages, or claims arising from goods sold by vendors, actions of riders, or third-party service interruptions. Use of the platform is at your own risk.