Terms of Service

Last updated 2 October 2026 · Version 2026-10-02

These Terms govern your use of the Urban Bites website, apps and WhatsApp ordering service. By creating an account or placing an order you agree to them. If you don't agree, please don't use the service.

1. About these Terms

Urban Bites is operated by [Registered company name] (company no. [Company registration number]), of [Registered office address], Kenya ("we", "us"). You can reach us at info@urbanbites.shop.

These Terms should be read with our Privacy Policy, Cookie Policy and Refunds & Cancellations policy, which form part of the agreement. Businesses and riders who join the platform also accept the Service Partner & Rider Terms.

2. Your account

  • You must be at least 18 years old and able to enter a binding contract in Kenya. If you are under 18, a parent or guardian must place orders for you.
  • Give accurate details (name, phone, email, delivery address) and keep them up to date. We may send a one-time code by SMS, WhatsApp or email to verify you.
  • Keep your password and codes private. You're responsible for activity on your account unless you tell us promptly that it was misused.
  • One person, one account. Don't create accounts to abuse promotions or to get around a suspension.

3. What we do

Urban Bites is a marketplace and delivery platform. Restaurants, pharmacies, supermarkets and other businesses ("Services") list their products on the platform, and independent riders deliver them. When you order, your contract for the goods is with the Service that prepares or sells them; we provide the technology, take payment on their behalf, and arrange delivery.

We don't prepare food or dispense medicine ourselves, and we don't guarantee that any Service will be open, have an item in stock, or meet a particular quality — though we expect them to follow the law and our partner rules.

4. Orders & delivery

  • An order is accepted only when the Service confirms it. Until then we or the Service may decline it (for example if an item is unavailable or the address is outside the delivery area).
  • Delivery estimates are estimates. Traffic, weather, preparation time and rider availability can change them.
  • Delivery is limited to each Service's delivery radius. Enter a correct address and phone number and be reachable when the rider arrives. If we can't reach you or deliver after reasonable attempts, the order may be cancelled and you may still be charged for goods already prepared.
  • Check your order on arrival. See our Refunds & Cancellations policy for what to do if something is wrong.

5. Prices & payment

  • Prices are in Kenya shillings (KES) and set by each Service. Delivery fees, service charges and taxes, where they apply, are shown before you pay.
  • You can pay by M-Pesa, card (processed by Paystack) or your Urban Bites wallet. We don't store your card number or M-Pesa PIN; payment details go straight to the payment provider.
  • You authorise us to charge the total shown at checkout. If a price is clearly wrong because of a mistake, we may cancel the order and refund you in full.

6. Wallet

Your wallet holds prepaid credit (top-ups, refunds, and rewards) that you can spend on Urban Bites orders. It is not a bank account, doesn't earn interest, and isn't a deposit. Wallet credit can't be transferred to another person. We may refund unused top-ups to your original payment method on request, subject to anti-fraud checks. Credit obtained through an error or abuse may be reversed.

7. Coupons & rewards

Coupons, referral rewards and loyalty tiers are offered at our discretion, have no cash value, may have minimum spend, expiry or per-person limits, and can't be combined unless we say so. We may withdraw or change them at any time, and cancel rewards obtained through misuse.

8. Cancellations & refunds

You can cancel an order yourself while it is still pending or has only just been confirmed. After a Service starts preparing it, cancellation may no longer be possible. Refund rules, timing and how to report a problem are set out in the Refunds & Cancellations policy. Nothing in these Terms limits your rights under the Consumer Protection Act, 2012.

9. Acceptable use

You agree not to:

  • break the law, or use the platform for fraud, money laundering or to buy goods you aren't entitled to buy;
  • provide false details, use someone else's payment method without permission, or file false refund or "item missing" claims;
  • harass, threaten or abuse riders, Service staff or our team;
  • scrape, reverse-engineer, overload or try to break into the platform, or interfere with its security;
  • use bots or automation to place orders or to exploit coupons.

10. Age-restricted & health items

Some items (such as alcohol, tobacco or prescription-only medicines) can only be sold to eligible people, and prescription medicines require a valid prescription. Pharmacies decide what they may lawfully dispense. A rider or Service may ask for ID or a prescription and can refuse delivery if you can't provide it — in that case you may be charged for the delivery attempt. Information on the platform is not medical advice; ask a pharmacist or doctor.

11. Reviews & content

Reviews, ratings and feedback you post must be honest and lawful. You give us a non-exclusive, free licence to display them on the platform. We may remove content that is abusive, false or breaks these Terms.

12. Liability

  • We're responsible for the platform's own failures. We're not liable for a Service's food, products or advice, beyond our duties under the law, but we will help you resolve problems and may refund you ourselves.
  • We are not liable for losses we couldn't reasonably have predicted, for delays caused by events outside our control (outages, weather, strikes, mobile-network or payment-provider failures), or for the loss of profit or business.
  • Nothing here excludes liability that can't be excluded by law, including for death or personal injury caused by negligence, or for fraud.
  • Subject to the above, our total liability for any one order is limited to the amount you paid for that order.
Allergies: if you have a food or medicine allergy, tell the Service directly before ordering. We cannot guarantee a product is allergen-free.

13. Suspension & closing your account

We may suspend or close an account for breaking these Terms, suspected fraud, or abuse of staff or riders, and we'll give you the reason where we're allowed to. You can ask us to delete your account at any time (see the Privacy Policy); we'll settle any open order and wallet balance first. Records we must keep by law (such as order and payment records) are retained.

14. Changes

We may update these Terms. If a change is significant we'll tell you in the app, by email or SMS before it applies, and ask you to accept again where the law requires. Using the platform after the effective date means you accept the updated Terms.

15. Law & disputes

These Terms are governed by the laws of Kenya. Please contact us first so we can try to resolve a complaint informally. If we can't, we will both try mediation before going to court, and the courts of Kenya (Nairobi) have jurisdiction — without affecting any right you have to approach a consumer or data-protection regulator.

16. Contact

[Registered company name], [Registered office address], Kenya. Email info@urbanbites.shop. Phone +254 794 884 234.

Questions? Email info@urbanbites.shop or call +254 794 884 234.