Please read these Terms and Conditions carefully before you place an order for any goods and services from our website.
By placing an order for any of the Goods or Services from this Website, or by any other available channel provided by us, you agree to be bound by these Terms and Conditions and you acknowledge and agree that they form a legal and binding agreement between you and us, as may be amended, modified or supplemented from time to time.
You also agree that your data may be shared between different Al Swahil delivery agents.
Definitions
- “Agreement” means these Terms and Conditions (T&Cs), the Privacy Policy, Cookies Policy, and any payment instructions provided to you and any other form we might provide to you;
- “Courier”means any natural person, sole entrepreneur or legal entity and where relevant, its employees and/or contractors, who have been assigned by us as a provider of the delivery service to you with respect to goods ordered from our website.
- “Courier Fee” means the fee for the delivery services related to an Order from our website, which you pay to the Courier under the Delivery Agreement.
- “Delivery” means perishable goods and any form of delivery service of which we take full responsibility.
- “Delivery Agreement” means the agreement between you and the Courier for the delivery of goods ordered by you.
- “Delivery Location” means the address indicated in the Order, where you wish to receive the ordered goods.
- “Goods” means any goods which we may offer for sale from our Website at a given time.
- “Order” means the order of Goods that the you place with us.
- “Privacy Policy” means the policy accessible on our Website which details how we collect and store your personal data;
- “Sales Agreement” means the agreement between you and us for the sale of Goods in accordance with the Order.
- “Service” or “Services” means any service which we may supply and which you may request via our Website;
- “We”, “our”, “us,” or “the Company” means Al Swahil Holdings Limited and includes its successors in title and assigns.
- “Website” means our website https://alswahilmeat.com/ or any other platform we will choose to offer our goods or services.
- “you”, “your” and “yours” means you, the person accessing this Website, and placing the orders for the Goods or Services we display on it. Access through any other channel provided Al Swahil Holdings Limited will also bound you to these Terms and Conditions.
Placing an Order
- All items shall remain the sole and exclusive property of Al Swahil until such time as full payment has been received and cleared in full.
- The Sales Agreement and Delivery Agreement shall be deemed to have been duly formed and to take legal effect upon our confirmation of your Order.
- The Company reserves the right, in its sole and absolute discretion, to decline or refuse the sale of any goods or service.
- You may cancel an order within thirty (30) minutes of placing the order, provided that the order has not yet been processed, prepared, packaged, or dispatched. Cancellation requests made after this period, or once processing has commenced, shall not be accepted due to the perishable nature of meat products.
- Once an order has been confirmed for processing, preparation, or delivery, it becomes final and non-cancellable. This restriction is necessary to comply with food safety, hygiene, and quality control standards applicable to fresh and frozen meat products.
- The Company reserves the right to cancel an order at any time prior to delivery in the event of:
- Unavailability of ordered products;
- Quality control or food safety concerns;
- Pricing or listing errors;
- Failed or suspected fraudulent payment transactions; or
- Circumstances beyond the Platform’s reasonable control.
Payment
- We accept payment for orders placed through the website platform using the payment methods made available at checkout, which may include, without limitation, debit cards, credit cards, mobile money, and any other electronic payment methods supported by our authorized payment service providers from time to time. We reserve the right to modify or discontinue any payment method at our discretion.
- All prices displayed on the Platform are denominated in KES and TZS, unless expressly stated otherwise. Prices are exclusive of all applicable taxes, duties, levies, or charges, including but not limited to value added tax (VAT), sales tax, customs duties, or withholding taxes, which shall be charged in addition where applicable and payable by you in accordance with applicable law.
- Payment for all orders must be made in full at the time of order placement, unless otherwise expressly agreed or stated on the platform. Orders will not be processed, fulfilled, or dispatched until full payment has been successfully received and confirmed by our payment service provider.
- Where a payment is declined, reversed, or fails due to insufficient funds, incorrect payment details, card issuer restrictions, technical errors, or any other reason beyond our control:
- the order shall not be confirmed or processed;
- we may notify you of the failed payment and allow you to retry the transaction using the same or an alternative payment method; and
- we reserve the right to automatically cancel the order if payment is not successfully completed within a reasonable time.
- In the event of a technical failure during payment processing, you are advised to verify whether payment has been debited before attempting a retry. We shall not be liable for any bank charges, fees, or losses arising from failed, duplicated, or delayed payment attempts caused by third-party payment processors or financial institutions.
- We reserve the right to carry out payment verification checks and to suspend or cancel any order where we reasonably suspect fraudulent activity, unauthorized transactions, or breach of these Terms and Conditions.
Delivery
- We deliver products using reputable third-party courier and logistics providers, which include local courier services, or their equivalents. In certain cases, we may also offer customer collection from designated locations, which will be clearly communicated during checkout or order confirmation.
- The availability of specific delivery options may vary depending on the delivery location, the quantity of the order, and operational constraints. We reserve the right to restrict or modify delivery options for certain regions or products.
- Delivery fees, if applicable, will be clearly displayed at checkout prior to payment confirmation. We may, at our discretion, offer free shipping for orders that meet specified minimum purchase thresholds, which will be communicated on our platform from time to time.
- Any delivery timeframes provided at checkout or in order confirmations are estimates only and are not guaranteed. Delivery times may vary due to factors beyond our control, including courier delays, weather conditions, or other logistical challenges.
- Delivery shall be made to the address provided by you during the checkout process. You are solely responsible for ensuring that all delivery details are accurate and complete. We shall not be liable for delays, failed deliveries, or additional costs arising from incorrect or incomplete delivery information provided by you.
- Legal ownership (title) to the goods shall pass to you upon full payment and successful delivery of the goods to you or, in the case of collection, upon collection by you or your authorized representative.
- Once your order has been handed over to a third-party courier or delivery service, our responsibility for delays, loss, or damage shall be limited to the extent permitted by applicable law. Any claims relating to delivery delays, loss, or damage occurring while the goods are in the custody of the courier may be subject to the courier’s terms and conditions and claims procedures.
- In the event of a missed delivery attempt, the courier may attempt redelivery or notify the customer of alternative arrangements in accordance with its standard procedures. If a delivery is refused, unclaimed, or returned to us due to your actions or inaction, any additional delivery, storage, or return costs may be charged to you before the order can be resent or refunded.
- We shall make reasonable efforts to deliver the products at the scheduled delivery time. However, if you are not present to accept delivery at the scheduled time, we shall not be responsible for any spoilage, damage, or loss of the products occurring after the scheduled delivery time.
- The risk of loss, damage, or spoilage of the goods shall pass to you upon delivery to the provided address, upon collection, or at the scheduled delivery time, as applicable, regardless of whether you take physical possession.
- Deliveries may require signature confirmation, photographic proof of delivery, or other verification methods as determined by the courier or us. Such proof shall constitute sufficient evidence that the goods were delivered in accordance with these Terms.
Return Policy
- Due to the perishable nature of our products, you must notify us of any issue and initiate a return within twenty-four (24) hours from the time of delivery of the item. Any requests made after this period shall not be eligible for return, refund or exchange.
- Returns will only be accepted under the following circumstances:
- The item delivered is spoiled or unsafe for consumption at the time of delivery;
- The item delivered is incorrect, damaged, or does not match the order placed.
- We reserve the right to investigate any alleged defect in the Product. As part of such investigation, you may be required to retain the original packaging, and in exceptional cases, the Product itself, until the investigation is complete. Failure to comply with this requirement may affect our ability to assess the claim and provide any remedies.
- We shall not be responsible for complaints, claims, or requests for refunds, replacements, or compensation if the Product has been mishandled, improperly stored, or subjected to conditions contrary to the instructions provided. This includes, but is not limited to, leaving the Product in excessively warm or cold environments, failure to refrigerate or store as instructed, or any other actions that compromise the Product’s quality, safety, or integrity after delivery.
- Returned items must be unused, in their original packaging, and accompanied by proof of purchase.
- Where a return is approved, we may, at our discretion issue a full refund to the original payment method or offer an exchange for the same or similar product of equal value.
- Partial refunds may be issued where only part of an order is affected or where the product has been partially compromised but still usable.
- No refunds or exchanges will be provided for customer preference changes, improper storage after delivery, or delays in reporting.
- Nothing in this clause shall affect your statutory rights, including, without limitation, any rights under applicable consumer protection laws relating to the quality, safety, or merchantability of goods or services provided.
How do you initiate a Return
To initiate a return, you must follow the steps below:
- Contact our Customer Support Team within 24 hours of delivery via the contact details provided below.
- Provide the order number, description of the issue, and where applicable, clear photographs of the affected item.
- Our team will review the request and communicate approval or rejection within a reasonable time.
- If approved, instructions will be provided on return, replacement, or refund processing.
How to reach us
If you have any questions, concerns, feedback, or require assistance in relation to our products, orders, deliveries, or this website, you may contact us using any of the channels available on our website under the “Contact Us” section:
We aim to acknowledge and respond to all customer inquiries as promptly as reasonably possible during our business hours. Where a matter requires further investigation, we will keep you informed of the progress and expected timelines.
