GROCENOW TERMS AND CONDITIONS

Last Updated: August 11, 2026

Welcome to GroceNow.

These Terms and Conditions (“Terms”) govern your access to and use of the GroceNow website, mobile application, delivery services, and related services (“Services”).

By creating an account, placing an order, or otherwise using GroceNow, you acknowledge that you have read, understood, and agreed to these Terms.

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

1. About GroceNow

GroceNow is an online grocery shopping and delivery platform that enables customers to browse products, place orders, make payments using available payment methods, and request delivery to supported locations.

Products offered through GroceNow may be supplied directly by GroceNow or by participating stores, supermarkets, merchants, and other vendors.

2. User Accounts

Some GroceNow services may require you to create an account.

When creating or using an account, you agree to:

• Provide accurate and current information.
• Provide a valid phone number and/or email address when required.
• Keep your login credentials secure.
• Not allow unauthorized persons to access your account.
• Notify GroceNow if you believe your account has been compromised.
• Keep your delivery and contact information updated.

You are responsible for activities carried out through your account unless otherwise required by applicable law.

GroceNow reserves the right to suspend or restrict accounts involved in fraud, abuse, unauthorized activity, or serious violations of these Terms.

3. Orders

When you place an order through GroceNow, you are requesting to purchase the selected products and have them prepared for pickup or delivered where applicable.

Orders are subject to:

• Product availability.
• Merchant acceptance where applicable.
• Successful payment or confirmation of the selected payment method.
• Delivery availability.
• Verification of your delivery information.

Submitting an order does not necessarily guarantee that every requested product will be available.

If a product becomes unavailable, GroceNow or the relevant merchant may contact you regarding a replacement, adjustment, or refund where appropriate.

4. Product Availability

GroceNow makes reasonable efforts to display current product availability.

However, grocery inventory can change quickly. A product shown as available may become unavailable before an order is prepared.

Where an item is unavailable, depending on the service and your preferences, we may:

• Remove the unavailable item from the order.
• Offer a suitable replacement.
• Contact you for instructions.
• Adjust the final amount.
• Issue an applicable refund.

We will not intentionally substitute a materially different product without appropriate authorization where customer approval is required.

5. Product Information

We aim to provide accurate product names, descriptions, images, sizes, quantities, and other information.

However, product images may be illustrative, and packaging, appearance, ingredients, size, or branding may occasionally change.

For products involving allergies, dietary restrictions, or other important health considerations, customers should verify the information displayed on the actual product packaging before consumption.

6. Prices

Product prices are displayed through GroceNow before checkout.

Prices may change from time to time because of supplier prices, merchant updates, promotions, taxes, market conditions, or other business factors.

Where applicable, your total may include:

• Product costs.
• Delivery fees.
• Service charges.
• Taxes.
• Other charges clearly disclosed before completing the order.

The final payable amount will be displayed or otherwise communicated during checkout, subject to adjustments for substitutions, unavailable items, or other changes accepted by the customer.

7. Pricing Errors

Although we try to ensure prices are accurate, technical or human errors may occasionally occur.

If an obvious pricing error is identified before fulfillment, GroceNow may contact the customer to confirm the correct price or cancel the affected item or order.

Where payment has already been collected for an item that cannot be fulfilled because of a confirmed pricing error, an appropriate refund will be processed.

8. Payments

GroceNow may support one or more payment methods, depending on availability.

These may include:

• Mobile money.
• Debit or credit cards.
• Cash on delivery, where available.
• Digital payment services.
• Other approved payment methods.

Customers are responsible for providing valid payment information and ensuring they are authorized to use the selected payment method.

Payments processed by third-party payment providers may also be subject to those providers' terms and conditions.

9. Delivery

GroceNow provides delivery only within supported service areas.

Customers are responsible for providing an accurate delivery address and sufficient information to enable successful delivery.

This may include:

• Correct location/address.
• Valid telephone number.
• Building, apartment, floor, or unit information where applicable.
• Nearby landmarks where useful.
• Relevant delivery instructions.

Incorrect or incomplete information may result in delays or failed delivery.

10. Delivery Times

Any delivery time displayed by GroceNow is generally an estimate unless expressly stated otherwise.

Delivery times may be affected by circumstances including:

• Traffic.
• Weather.
• Order volume.
• Product preparation time.
• Merchant delays.
• Customer availability.
• Road conditions.
• Delivery distance.
• Technical problems.
• Events outside GroceNow's reasonable control.

GroceNow will make reasonable efforts to complete deliveries within the estimated timeframe but cannot guarantee every estimated delivery time.

11. Receiving Your Order

Customers should make reasonable arrangements to receive their order at the selected delivery location.

Our delivery partner may contact you using the telephone number associated with your order.

If we cannot reach you or safely access the delivery location, delivery may be delayed or considered unsuccessful.

Additional delivery charges may apply to a new delivery attempt where the failed delivery resulted from incorrect information or the customer's unavailability, subject to applicable law.

12. Cancellations

Customers may be able to cancel an order before preparation or fulfillment has reached a certain stage.

Once an order has been prepared, dispatched, or assigned for delivery, cancellation may be restricted.

Any cancellation charges or eligibility for refunds will be determined according to the GroceNow Cancellation Policy and applicable law.

GroceNow may also cancel an order where:

• Products are unavailable.
• Payment cannot be confirmed.
• The delivery address cannot reasonably be serviced.
• Fraud or suspicious activity is detected.
• The merchant cannot fulfill the order.
• A serious technical or pricing error occurs.

Where GroceNow cancels an eligible prepaid order, the appropriate amount will be refunded according to our Refund Policy.

13. Refunds

Refund eligibility depends on the circumstances surrounding the order.

A customer may be eligible for a full or partial refund in situations such as:

• A paid product was not delivered.
• An incorrect product was delivered.
• A product arrived materially damaged.
• An item was unavailable after payment.
• An eligible order was cancelled.
• Another verified fulfillment error occurred.

Customers should report order problems within a reasonable period and may be required to provide photographs, order information, receipts, or other reasonable evidence.

Approved refunds will be processed according to the GroceNow Refund Policy and the payment method used.

Bank, card, or mobile-money processing times may affect when the refunded amount appears in the customer's account.

14. Promotions, Discounts and Coupons

GroceNow may occasionally provide promotional codes, discounts, vouchers, or special offers.

Unless otherwise stated:

• Promotions cannot be exchanged for cash.
• Promotions may have expiration dates.
• Minimum-order requirements may apply.
• Some products or locations may be excluded.
• A promotion may be limited to one use per customer or account.
• Promotions may not be combined unless expressly permitted.

GroceNow may withdraw or correct a promotion affected by fraud, abuse, or an obvious technical error.

15. Customer Responsibilities

When using GroceNow, you agree not to:

• Provide deliberately false information.
• Use another person's payment information without authorization.
• Attempt fraudulent transactions.
• Abuse promotional offers.
• Interfere with the operation or security of the platform.
• Attempt unauthorized access to GroceNow systems or accounts.
• Harass, threaten, or abuse delivery partners, merchants, employees, or other users.
• Use GroceNow for unlawful purposes.

Serious or repeated violations may result in account restriction or termination.

16. Delivery Partners and Merchants

GroceNow may work with independent merchants, supermarkets, stores, service providers, and delivery partners.

Their responsibilities may vary depending on the service arrangement.

Where GroceNow acts as an intermediary between a customer and an independent merchant, certain aspects of the transaction may also be subject to the merchant's applicable terms.

17. Complaints and Customer Support

If there is a problem with your order, please contact GroceNow Customer Support as soon as reasonably possible.

When reporting an issue, please provide relevant information such as:

• Order number.
• Product involved.
• Description of the problem.
• Photographs where appropriate.
• Any other information reasonably necessary to investigate the issue.

We will make reasonable efforts to investigate legitimate complaints and provide an appropriate resolution.

18. Intellectual Property

The GroceNow name, logo, website, application design, graphics, software, text, and other proprietary content may be protected by intellectual-property laws.

Users may not copy, reproduce, distribute, modify, sell, or commercially exploit GroceNow proprietary content without authorization, except where permitted by applicable law.

Third-party product names, trademarks, and images remain the property of their respective owners.

19. Privacy

Your use of GroceNow is also governed by our Privacy Policy.

The Privacy Policy explains how GroceNow collects, uses, stores, protects, and shares personal information.

By using GroceNow, you acknowledge that your information will be handled as described in the Privacy Policy and applicable data-protection laws.

20. Service Availability

We aim to keep GroceNow available and operational, but uninterrupted access cannot be guaranteed.

Services may occasionally be unavailable because of:

• Maintenance.
• Server problems.
• Internet or network outages.
• Software updates.
• Third-party service interruptions.
• Security incidents.
• Circumstances beyond our reasonable control.

We may modify, suspend, or discontinue certain features where reasonably necessary.

21. Limitation of Liability

To the maximum extent permitted by applicable law, GroceNow will not be liable for indirect, incidental, special, or consequential losses arising from use of the platform where such liability may lawfully be excluded.

Nothing in these Terms excludes or limits any liability or consumer right that cannot legally be excluded or limited.

22. Suspension or Termination

GroceNow may suspend, restrict, or terminate access to an account where we reasonably believe that:

• These Terms have been seriously or repeatedly violated.
• Fraudulent activity has occurred.
• The account creates a security risk.
• The service is being abused.
• Suspension is required by law or a lawful authority.

Where appropriate, customers may contact GroceNow Customer Support regarding account restrictions.

23. Changes to These Terms

GroceNow may update these Terms from time to time to reflect changes in our services, business operations, technology, or legal requirements.

Updated Terms will be published through the GroceNow website or application with an updated effective date.

Continued use of GroceNow after updated Terms become effective constitutes acceptance to the extent permitted by applicable law.

24. Governing Law

These Terms will be governed by the laws applicable to GroceNow's registered business and operations, subject to any mandatory consumer-protection rights that apply to the customer.

Any disputes will be handled in accordance with applicable law and the jurisdiction of the competent courts or other legally authorized dispute-resolution bodies.

25. Contact Us

For questions, complaints, or concerns regarding these Terms and Conditions, please contact:

GroceNow Customer Support

Email: info@grocenow.com
Phone: +256 757 769 707
Business Address: GroceNow, Nakanwanji Close, Kibuli