Terms & Conditions

Welcome to MsosiExpress ("we," "our," or "us"), a food and goods delivery platform operating in the United Republic of Tanzania. MsosiExpress connects customers with local restaurants, stores, and delivery riders through our website and mobile applications.

These Terms and Conditions ("Terms") govern your access to and use of the MsosiExpress platform, including our website at msosiexpress.co.tz, our iOS and Android mobile applications, and all related services (collectively, the "Platform").

By accessing or using our Platform in any way, you confirm that you have read, understood, and agree to be bound by these Terms and our Privacy Policy. If you do not agree with any part of these Terms, you must not use the Platform.

For the purposes of these Terms, the following definitions apply:

By using the Platform, you agree to these Terms in full. Your acceptance occurs when you:

• Create an account or register as a user on the Platform
• Place an order as a guest or registered customer
• Access any part of the Platform, including browsing restaurants or stores
• Register as a merchant or delivery rider on the Platform
• Check the "I Agree to Terms & Conditions" checkbox during registration

If you are using the Platform on behalf of a business or organization, you represent and warrant that you have the authority to bind that entity to these Terms.

To use certain features of the Platform, you must register for an account. By registering, you represent and warrant that:

• You are at least 18 years of age or the legal age of majority in your jurisdiction
• You have the legal capacity to enter into a binding agreement
• You are a resident of or operating within the United Republic of Tanzania
• All information you provide during registration is accurate, complete, and current
• You will maintain the security of your account credentials
• You will promptly update your account information if it changes
• You will not create more than one account without our express permission

You are responsible for all activities that occur under your account. You must immediately notify us at support@msosiexpress.co.tz if you suspect unauthorized use of your account.

We reserve the right to refuse registration, suspend, or terminate any account at our sole discretion, including for accounts that we believe violate these Terms.

MsosiExpress provides an online marketplace and logistics platform that connects customers with local food and goods merchants. Our services include:

• Order Management: Processing and tracking food and goods orders in real-time
• Delivery Coordination: Matching orders with available delivery riders
• Merchant Platform: Tools for restaurants and stores to manage menus, orders, and analytics
• Rider Platform: Assignment and management tools for delivery partners
• Payment Processing: Facilitation of payments between customers and merchants
• Customer Support: Assistance with orders, complaints, and account issues

Nature of Service: MsosiExpress acts as an intermediary technology platform. We are not a restaurant, food producer, or delivery company. We facilitate transactions between independent merchants and customers. The contract for the sale of goods is between the customer and the merchant.

When you place an order through the Platform, you are making an offer to purchase goods from the relevant merchant. The order is accepted when the merchant confirms it.

Order Process:

1. Browse merchants and add items to your cart
2. Review your order, delivery address, and total cost
3. Submit your order and await merchant confirmation
4. Track your order in real-time through the Platform
5. Receive your order and confirm delivery with the rider's PIN

Pricing: All prices displayed are in Tanzanian Shillings (TZS) and include applicable taxes unless otherwise stated. Delivery fees are calculated based on distance and may vary. Prices are set by merchants and MsosiExpress is not responsible for pricing errors.

Payment Methods: We currently accept Cash on Delivery (COD). Additional payment methods including mobile money (M-Pesa, Tigopesa, Airtel Money) may be introduced in future updates.

Order Accuracy: You are responsible for reviewing your order before submission. Once an order is placed and accepted by the merchant, changes may not be possible.

Delivery is performed by independent riders who are contracted through MsosiExpress. We strive to deliver orders within the estimated delivery time, but delivery times are estimates and are not guaranteed.

Delivery Coverage: Our services are available within designated delivery zones. Orders outside these zones may not be accepted. Current delivery coverage areas are displayed on the Platform.

Delivery Address: You are responsible for providing an accurate and complete delivery address. MsosiExpress and merchants are not responsible for failed deliveries resulting from incorrect addresses provided by the customer.

Failed Delivery: If delivery cannot be completed due to:

• Customer unavailability at the delivery address
• Incorrect or incomplete delivery address provided by customer
• Customer refusal to provide the delivery PIN
• Any other reason attributable to the customer

The order may be marked as failed and refunds may not be available for the cost of goods.

Delivery Fees: Delivery fees are calculated based on the distance between the merchant and the delivery address. The applicable delivery fee will be displayed before order confirmation. Delivery fees are ceiled to the nearest TZS 1,000.

Customer Cancellations: Orders may be cancelled before they are accepted and confirmed by the merchant. Once a merchant has accepted and begun preparing an order, cancellation may not be possible. Contact our support team at support@msosiexpress.co.tz for assistance.

Merchant Cancellations: Merchants may decline orders for valid reasons including item unavailability, operating hours, or delivery zone restrictions. In such cases, customers will be notified and any payments processed will be refunded.

Refund Policy: Refunds may be issued in the following circumstances:

• Order cancelled by the merchant before preparation begins
• Order not delivered due to circumstances within MsosiExpress's control
• Significant discrepancy between items ordered and items received (with evidence)
• Food safety issues with delivered items (reported within 2 hours of delivery)

Non-Refundable Situations: Refunds will not be issued for:

• Change of mind after merchant has confirmed the order
• Failed delivery due to customer's own actions or inactions
• Minor variations in food presentation or taste preferences
• Delays caused by traffic, weather, or other circumstances beyond our control

Merchants who register on the Platform agree to additional Merchant Terms of Service in addition to these general Terms. Key obligations for merchants include:

• Verification: All merchant accounts must be verified by MsosiExpress before going live. Submitted registrations remain inactive pending admin review and approval.
• Accurate Listings: Merchants must maintain accurate, up-to-date menus, pricing, and availability information.
• Food Safety: Merchants must comply with all applicable Tanzanian food safety, hygiene, and business regulations including TFDA requirements.
• Order Fulfillment: Merchants must fulfill accepted orders in a timely manner and within the quality standards expected by customers.
• Commission: Merchants agree to pay MsosiExpress the agreed commission percentage on all completed orders as specified in their merchant agreement.
• Operating Hours: Merchants are responsible for keeping their availability and operating schedules accurate on the Platform.

MsosiExpress reserves the right to suspend or remove any merchant from the Platform for violations of these Terms, poor customer ratings, food safety issues, or any other conduct we deem harmful to users or the Platform.

Delivery riders on the MsosiExpress Platform are independent contractors, not employees of MsosiExpress. Riders agree to separate Rider Terms and Conditions. Key provisions include:

• Independent Contractor Status: Riders are not employees, agents, or partners of MsosiExpress. They set their own hours and are free to work with other platforms.
• Professional Conduct: Riders must conduct themselves professionally at all times when making deliveries on behalf of the Platform.
• Vehicle & Insurance: Riders are responsible for maintaining their own vehicles and appropriate insurance coverage.
• Cash Handling: Riders handling Cash on Delivery payments are responsible for accurate collection and remittance of funds.
• PIN Verification: Riders must verify delivery by obtaining the 4-digit PIN from the customer before marking an order as delivered.

MsosiExpress is not liable for the actions of delivery riders, including accidents, delays, or misconduct. However, we maintain a complaints process for addressing rider-related issues.

You agree to use the Platform only for lawful purposes and in a manner that does not infringe the rights of others. You must not:

• Provide false, misleading, or fraudulent information during registration or order placement
• Use the Platform to engage in any illegal activity under Tanzanian law
• Attempt to hack, disrupt, or gain unauthorized access to the Platform or its infrastructure
• Harass, abuse, threaten, or discriminate against any merchant, rider, or MsosiExpress staff
• Create multiple accounts for fraudulent purposes
• Post false or misleading reviews or ratings
• Use automated bots, scrapers, or other tools to access the Platform without authorization
• Attempt to circumvent our payment systems or order processes
• Share your delivery PIN before receiving your complete order
• Engage in any conduct that could damage MsosiExpress's reputation

Your privacy is important to us. Our Privacy Policy, which is incorporated into these Terms by reference, describes how we collect, use, and protect your personal information.

Data We Collect:

• Account information: name, phone number, email address
• Location data: delivery addresses and GPS coordinates used for delivery
• Order history and transaction data
• Device information and usage analytics
• Communications with our support team

How We Use Your Data:

• Processing and fulfilling your orders
• Communicating order status updates and notifications
• Improving our Platform and services
• Complying with legal obligations under Tanzanian law
• Fraud detection and platform security

Data Sharing: We share necessary data with merchants (order details) and riders (delivery address and contact information) solely to fulfill your orders. We do not sell your personal data to third parties for marketing purposes.

You have the right to access, correct, or request deletion of your personal data by contacting us at privacy@msosiexpress.co.tz.

All content on the Platform, including but not limited to the MsosiExpress name, logo, software, design, text, images, graphics, and user interface elements, is the exclusive property of MsosiExpress or its licensors and is protected by applicable intellectual property laws.

You are granted a limited, non-exclusive, non-transferable license to access and use the Platform for personal, non-commercial purposes in accordance with these Terms.

You must not:

• Copy, reproduce, distribute, or create derivative works from any Platform content without our written permission
• Use our trademarks, logos, or brand elements without prior written consent
• Reverse engineer, decompile, or attempt to extract the source code of our applications
• Remove or alter any copyright, trademark, or other proprietary notices

By submitting reviews, ratings, photos, or other content to the Platform, you grant MsosiExpress a non-exclusive, royalty-free, worldwide license to use, display, and distribute such content in connection with our services.

To the maximum extent permitted by applicable Tanzanian law, MsosiExpress, its officers, directors, employees, and agents shall not be liable for:

• Any indirect, incidental, special, consequential, or punitive damages
• Loss of profits, revenue, data, or goodwill
• The quality, safety, or fitness for purpose of goods supplied by merchants
• Delays in delivery caused by merchants, riders, traffic, weather, or other factors
• Any harm arising from your reliance on content provided by merchants
• Service interruptions, platform downtime, or technical failures
• Unauthorized access to or alteration of your account or data

Our total liability to you for any claim arising out of or related to these Terms or the Platform shall not exceed the total amount paid by you for the specific order giving rise to the claim.

You agree to indemnify, defend, and hold harmless MsosiExpress, its affiliates, officers, directors, employees, agents, and licensors from and against any claims, liabilities, damages, losses, costs, and expenses (including reasonable legal fees) arising out of or related to:

• Your use of or access to the Platform
• Your violation of these Terms or any applicable laws
• Your violation of the rights of any third party, including merchants, riders, or other users
• Any content you submit to the Platform
• Any false or misleading information you provide to MsosiExpress

We encourage all users to contact our customer support team as a first step in resolving any disputes or complaints. Most issues can be resolved quickly through our support channels.

Informal Resolution: Before initiating any formal proceedings, you agree to contact MsosiExpress at support@msosiexpress.co.tz and allow 14 business days for us to resolve the matter informally.

Formal Disputes: If a dispute cannot be resolved informally, the parties agree to attempt resolution through mediation before pursuing litigation. Mediation shall be conducted in Dar es Salaam, Tanzania.

Consumer Rights: Nothing in these Terms limits your rights under the Tanzania Consumer Protection Act or other applicable consumer protection legislation.

By You: You may terminate your account at any time by contacting us at support@msosiexpress.co.tz or through the account settings in the Platform. Upon termination, your right to use the Platform ceases immediately.

By MsosiExpress: We may suspend or terminate your access to the Platform at any time, with or without notice, for any reason including:

• Violation of these Terms or our policies
• Fraudulent, abusive, or harmful conduct
• Extended inactivity of your account
• Closure or modification of our services
• Legal requirements or regulatory compliance

Effect of Termination: Upon termination, all licenses and rights granted to you under these Terms will immediately cease. Provisions that by their nature should survive termination shall survive, including ownership provisions, warranty disclaimers, indemnity, and limitations of liability.

These Terms shall be governed by and construed in accordance with the laws of the United Republic of Tanzania. Any disputes arising under or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of Tanzania.

Applicable legislation includes, but is not limited to:

• The Electronic and Postal Communications Act (EPOCA), Cap. 306
• The Tanzania Consumer Protection Act
• The Tanzania Food, Drugs and Cosmetics Act
• The Personal Data Protection Act, 2022
• The Business Activities Registration Act

MsosiExpress reserves the right to modify these Terms at any time. When we make material changes, we will:

• Update the "Last Updated" date at the top of this page
• Post a notice on the Platform informing users of the changes
• Where required by law, provide advance notice of significant changes via email or push notification

Your continued use of the Platform after any changes to these Terms constitutes your acceptance of the revised Terms. If you do not agree to the revised Terms, you must stop using the Platform.

We encourage you to review these Terms periodically to stay informed of any updates.

If you have any questions, concerns, or complaints regarding these Terms or our services, please contact us through any of the following channels:

We aim to respond to all inquiries within 2 business days. For urgent order-related issues, please use the in-app chat feature for the fastest response.