Terms of Service

1. Acceptance of Terms

By accessing or using the Simba Supermarket Online Shopping platform ("Platform"), you agree to be bound by these Terms of Service. If you do not agree, please do not use the Platform. These terms apply to all users, including browsers, customers, and branch staff.

2. About the Service

Simba Supermarket Ltd operates an online platform that allows customers in Kigali, Rwanda to:

• Browse and select products from the Simba Supermarket catalogue
• Place pickup orders at any of our 9 Kigali branches
• Pay a refundable deposit to secure their order
• Collect their prepared order from the selected branch within the chosen time window

This platform currently provides in-store pickup only. Home delivery is not available at this time.

3. Account Registration

• You must provide accurate, complete information when creating an account
• You are responsible for maintaining the security of your password
• You must be at least 18 years old to create an account and place orders
• One account per person — multiple accounts for the same individual are not permitted
• We reserve the right to suspend or terminate accounts that violate these terms

4. Orders and Pickup

4.1 Placing an Order

When you place an order, you agree to pay the deposit amount shown at checkout (minimum 500 RWF). The deposit is charged via MTN Mobile Money, Airtel Money, or card at the time of ordering.

4.2 Deposit Policy

• The deposit (500 RWF standard) reserves your order and covers branch preparation time
• The remaining balance is paid in full at the branch upon pickup
• Deposits are non-refundable if you fail to collect your order without prior cancellation
• Repeat no-shows may result in higher deposit requirements (750–1,000 RWF) or account suspension

4.3 Pickup Windows

Orders must be collected within the selected pickup time window. Branch opening hours are 8:00 AM – 9:00 PM Monday to Saturday and 9:00 AM – 6:00 PM on Sundays (Nyanza branch closes at 8:00 PM). Orders not collected by closing time will be cancelled.

4.4 Cancellations

You may cancel your order before the branch begins preparation. To cancel, contact the branch directly or use the order management interface. Cancellations after preparation begins are subject to branch discretion.

4.5 Product Availability

Product availability is subject to branch-level stock. In the event an item is unavailable, branch staff will notify you and offer substitution or a partial refund of the deposit proportional to unavailable items.

5. Pricing

All prices are displayed in Rwandan Francs (RWF) and include applicable taxes. Simba Supermarket reserves the right to change prices at any time. The price shown at the time you place your order is the price you will pay.

6. Prohibited Items

By placing an order, you confirm you are of legal age to purchase any age-restricted products (e.g., alcoholic beverages, tobacco products). Simba branch staff reserve the right to request identification at pickup. Orders for age-restricted items without valid ID will not be fulfilled and deposits will be forfeited.

7. Loyalty Points Programme

• 1 loyalty point is awarded per 100 RWF spent (excluding deposit)
• Points are credited after order completion (pickup confirmed)
• Points tiers: Bronze (0–199 pts), Silver (200–499 pts), Gold (500+ pts)
• Points have no cash value and cannot be transferred between accounts
• Simba reserves the right to modify or discontinue the loyalty programme with 30 days' notice

8. Promotional Codes

Promotional codes are valid for a single use per customer unless otherwise stated. Codes cannot be combined with other promotions. Simba reserves the right to void codes used fraudulently or in violation of these terms.

9. Intellectual Property

All content on this platform, including text, images, logos, and software, is the property of Simba Supermarket Ltd or its licensors and is protected by intellectual property laws. You may not reproduce, distribute, or create derivative works without our written permission.

10. Limitation of Liability

To the fullest extent permitted by Rwandan law, Simba Supermarket Ltd shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from your use of the Platform. Our total liability for any claim arising from these terms shall not exceed the amount of the deposit paid for the relevant order.

11. Governing Law

These Terms are governed by the laws of the Republic of Rwanda. Any disputes shall be subject to the exclusive jurisdiction of the courts of Kigali, Rwanda.

12. Changes to These Terms

We reserve the right to modify these Terms at any time. We will notify registered users of material changes. Continued use of the Platform after changes constitutes acceptance of the new terms.

13. Contact