Terms of Service

Effective: 15 June 2026

These terms set out the rules for using Pozi — our WhatsApp-based grocery delivery service operating in Dar es Salaam, Tanzania. By placing an order, you agree to these terms. We've kept them in plain language.

1. About the service

Pozi takes grocery orders via WhatsApp and delivers them to customers within our service areas. Orders are placed by messaging our WhatsApp number, browsing the catalogue with our chatbot, and confirming the cart with a number reply.

2. Eligibility

• You must be at least 18 years old to place an order. Alcohol or tobacco items, where offered, are restricted to legal age.
• You must have a valid WhatsApp account and a delivery address inside one of our active service areas.
• You're responsible for ensuring the phone number you order from is yours.

3. Placing an order

An order is created once you reply "1" to confirm the cart shown by our chatbot. Until you confirm, items in your cart are not reserved.

Once confirmed, you'll receive an order number and a delivery estimate. We may contact you to verify the order or clarify substitutions if a product is unavailable.

4. Pricing and payment

• Prices shown in chat are the prices you pay. Delivery fees are added based on your distance from our nearest warehouse.
• Payment options include cash on delivery, M-Pesa, Tigo Pesa, Airtel Money, and other mobile money providers we accept at the time of the order.
• Cash payments must be in Tanzanian shillings (TZS), exact change appreciated.
• We may run promotions, discounts, or coupon codes — terms specific to those will be communicated at the time.

5. Delivery

• We deliver only inside our published service areas. If you've moved or are at a temporary address, share your live location via WhatsApp so we route correctly.
• Estimated delivery times (e.g. "7 minutes" within Madale) are good-faith estimates, not guarantees. Weather, traffic, and order volume can extend the window.
• You or someone you designate must be available at the delivery address to receive the order. If we cannot reach you after two contact attempts (call + WhatsApp), the order may be cancelled and any prepaid amount refunded minus a re-attempt fee.

6. Cancellations and refunds

• You can cancel an order free of charge any time before we mark it "out for delivery" — message us via WhatsApp.
• After "out for delivery", cancellations may incur a delivery-fee charge.
• If we deliver the wrong item, a damaged item, or fail to deliver entirely, you're entitled to a replacement or a refund. Report the issue within 24 hours of delivery via WhatsApp with a photo.
• Perishables (fresh produce, dairy, etc.) must be reported on delivery — we can't refund spoilage reported days later.

7. Pozi Prime subscription

• Pozi Prime is an optional paid subscription offering free delivery for the period purchased.
• Subscriptions are non-refundable once activated, except where required by law.
• Subscription benefits apply only while the subscription is active. We may change Prime pricing or benefits with notice, but existing active subscriptions ride out their term at the agreed price.

8. Acceptable use

You agree not to:

• Use Pozi for any unlawful purpose, including ordering on someone else's behalf without their consent.
• Place fake orders, abuse refund/return policies, or otherwise act in bad faith.
• Send abusive, threatening, or harassing messages to our staff or delivery riders.
• Attempt to reverse-engineer, scrape, or interfere with our chatbot or systems.

We reserve the right to suspend or block accounts that violate these rules.

9. Product availability and substitutions

Our catalogue reflects stock at the time of ordering, but stock changes quickly. If an item runs out between your order and our preparation, we'll either offer a substitution, refund the missing item, or contact you for instructions.

10. Intellectual property

The Pozi name, logo, chatbot, admin interface, and supporting materials are owned by Pozi. You may not reproduce or reuse them without our written permission. You retain ownership of any content you send us (messages, photos), but you grant us a licence to use it for the purpose of providing the service.

11. Limitation of liability

We aim to deliver the right items, on time, in good condition. To the maximum extent permitted by Tanzanian law, our total liability for any single order is limited to the value of that order. We are not liable for indirect or consequential losses (e.g. lost profits from a meal you couldn't cook).

12. Disputes and governing law

These terms are governed by the laws of the United Republic of Tanzania. Any dispute we can't resolve informally will be referred to the courts of Dar es Salaam. We'd much rather sort things out over WhatsApp first — email admin@pozi.co.tz if a dispute arises.

13. Changes to these terms

We may update these terms from time to time. The "Effective" date at the top is the version that currently applies. Material changes will be announced via WhatsApp to active customers and posted here before they take effect.