Terms of Service

About these terms

Kaya Leta is a marketplace for Tanzania where local shops, kitchens and makers sell to people nearby, with delivery by Kaya Go riders. It is operated by Scratch Limited, a company registered in Tanzania (“Scratch”, “we”, “us”).

By creating an account or placing an order you agree to these terms and to our Privacy Policy. If you do not agree, please do not use Kaya Leta.

Who can use Kaya Leta

• You must be 18 or older, or use Kaya Leta with the permission and supervision of a parent or guardian.
• You must give us accurate information — your real name and a phone number you control.
• You may hold one account. If we close an account for breaking these terms, you may not open another.
• Kaya Leta currently serves Tanzania. Prices are in Tanzanian shillings.

Your account

You sign in with your phone number and a one-time code sent over WhatsApp, or with Sign in with Apple. Keep your phone and sign-in codes to yourself: you are responsible for everything done from your account until you tell us it has been compromised.

We may suspend or close an account that breaks these terms, is used for fraud, or that we are required by law to close. You can stop using Kaya Leta at any time and ask us to delete your account (see the Privacy Policy).

Buying

• When you place an order you are making an offer to buy from that seller. The order is confirmed when the seller accepts it.
• The total you see at checkout — items, delivery and any fees — is what you pay. If a seller cannot supply part of an order, you will be told and refunded for that part.
• Delivery time estimates are estimates. Traffic, weather and how busy a seller is all affect them.
• Sellers make, source and package what you buy. The sale contract for the goods is between you and the seller; Kaya Leta runs the marketplace, the payment and the delivery.

Selling

Anyone can register as a seller from the Kaya Leta app. Before you can receive payouts we will verify your identity with your legal name, a photo of your face and a government-issued ID. As a seller you agree to:

• List only what you are legally allowed to sell in Tanzania, described and priced accurately, with photos of the actual product.
• Accept only orders you can fulfil, prepare them on time and to the standard your listing promises.
• Take responsibility for the quality, safety and legality of what you sell, including food hygiene, and for any licences or taxes that apply to your business.
• Treat buyers and riders with respect, and use in-app chat and calls only for the order in question.

Kaya Leta charges sellers a fee on orders. The current fees are shown in the app before you list. We may change them with notice in the app.

Wallet and payments

• The Kaya Leta wallet holds money for use within Kaya Leta. You can top it up, pay for orders from it, and transfer between wallet members. Seller earnings are paid into the seller’s wallet.
• The wallet is not a bank account and does not earn interest. Balances are held for you by Scratch Limited and can be withdrawn through the methods available in the app.
• We keep a record of every transaction. If a transaction is made in error or looks fraudulent, we may hold, reverse or investigate it, and may ask you for information before releasing funds.
• You are responsible for the accuracy of a transfer you make. A transfer to the wrong wallet member cannot always be reversed.

Cancellations and refunds

• You can cancel an order from the app before the seller accepts it, at no cost.
• After a seller has accepted an order, cancellation is at the seller’s discretion, because they may already have started preparing it. Ask the seller through in-app chat.
• If an order arrives wrong, incomplete or damaged, tell us through the order in the app or by email as soon as you can, with photos where possible. We will look into it with the seller and rider.
• Refunds are decided per order, at the discretion of the seller and Kaya Leta, and are paid to your Kaya Leta wallet or, where possible, to the method you paid with.

Delivery

Orders are delivered by Kaya Go riders, who are independent delivery partners and not employees of Scratch Limited. Give an accurate address, keep your phone reachable, and be there to receive the order. If a delivery fails because we cannot reach you or find the address, the order may be returned to the seller and a delivery fee may still apply.

Your content

Sellers keep ownership of the photos, descriptions and shop details they upload. By uploading them you give Scratch Limited a worldwide, royalty-free licence to display, reproduce and promote them within Kaya Leta, on kayaleta.com and in our marketing, for as long as the listing exists and for a reasonable time afterwards.

You confirm you have the right to use what you upload, and that it does not infringe anyone else’s rights. We may remove content that breaks these terms or the law, and may edit a listing’s formatting so it displays properly.

What you may not do

• Sell or order anything illegal in Tanzania, including weapons, drugs, stolen goods or counterfeits.
• Place fake orders, run fake shops, or manipulate ratings and reviews.
• Harass, threaten or discriminate against buyers, sellers, riders or staff, in chat, in calls or in person.
• Use in-app chat or calls for anything unrelated to an order, or to move a sale off Kaya Leta to avoid fees.
• Interfere with the app — scraping, reverse engineering, sending automated traffic or trying to reach other people’s data.
• Open multiple accounts to abuse promotions or dodge a suspension.

Our service

We work to keep Kaya Leta available and accurate, but we cannot promise it will always be free of errors or interruptions. We may change, pause or withdraw features as the product develops. Kaya Leta is provided as it is, and — apart from the responsibilities we take on in these terms — without further warranties.

Limitation of liability

To the extent Tanzanian law allows, Scratch Limited is not liable for indirect losses — such as lost profits or lost business — arising from your use of Kaya Leta, and our total liability to you for any order is limited to the amount you paid for that order. Nothing in these terms limits liability that cannot be limited by law.

Governing law

These terms are governed by the laws of the United Republic of Tanzania, and any dispute will be handled by the courts of Tanzania. Before that, please write to support@kayaleta.com — most problems can be solved by talking.

Changes to these terms

This is the first version of these terms. When we change them we will post the new version here with a new effective date, and tell you in the app if the change is significant. Continuing to use Kaya Leta after that date means you accept the new terms.

Contact

Questions about these terms: support@kayaleta.com. Scratch Limited, Tanzania.