Terms of Service

1. Acceptance of Terms

Welcome to GrubFairy. By downloading, accessing, or using our mobile application and website ("Service"), you agree to be bound by these Terms of Service ("Terms"). If you do not agree to these Terms, please do not use our Service.

2. Description of Service

GrubFairy is an AI-powered food hailing platform that connects users with partner restaurants and delivery riders. We utilize AI to personalize meal recommendations and streamline the ordering process.

3. User Accounts

To use certain features of the Service, you must register for an account. You agree to provide accurate, current, and complete information during the registration process and to update such information to keep it accurate, current, and complete. You are responsible for safeguarding your password and for all activities that occur under your account.

4. Orders and Payments

• Pricing: Prices for food and delivery are displayed in the app. Prices may change at any time at the discretion of our restaurant partners.
• Payment: You agree to pay for all orders made from your account. We use third-party payment processors to handle transactions securely.
• Cancellations: Orders can only be cancelled within a limited timeframe after placement, as specified in the app. Once a restaurant has begun preparation, cancellation may not be possible or may incur fees.

5. Payment Cycle & Settlements

To ensure transparency for everyone on the platform, our payment cycle works as follows:

• Customer charges: Payment for an order is authorised and collected at the point the order is placed, through our licensed third-party payment processor. GrubFairy does not store your raw card details — payment data is tokenized and handled by PCI-DSS certified partners.
• Funds holding: Order payments are held by our payment processor and are not released to the vendor until the order has been fulfilled and delivered. This protects customers, who can raise an issue before funds are settled, and vendors, who are guaranteed payment for completed orders.
• Vendor & rider payouts: Earnings are settled on a weekly cycle. Every Tuesday, GrubFairy pays out the net earnings for all orders completed in the previous week (Monday through Sunday) to the vendor's or rider's registered Nigerian bank account.
• Deductions: Payouts are net of GrubFairy's commission, any applicable delivery fees, and any refunds or chargebacks attributable to the vendor or rider during the settlement period. A detailed breakdown of each settlement is available in the Vendor and Rider apps.
• Delays: Where a bank holiday, banking system downtime, or a payment investigation affects a settlement, payout may be delayed to the next available banking day. We will notify affected partners where a delay is anticipated.
• Currency: All charges and payouts are processed in Nigerian Naira (₦).

6. User Conduct

You agree not to use the Service for any unlawful purpose or in any way that interrupts, damages, or impairs the service. Aggressive or abusive behavior towards our delivery partners or restaurant staff will not be tolerated and may result in immediate account suspension.

7. Limitation of Liability

To the maximum extent permitted by law, GrubFairy shall not be liable for any indirect, incidental, special, consequential, or punitive damages, or any loss of profits or revenues, whether incurred directly or indirectly, or any loss of data, use, goodwill, or other intangible losses.

8. Refunds

Refunds may be issued for orders that are never delivered, contain wrong or missing items, or arrive in a condition that is unsafe to consume. All refund requests must be submitted within 24 hours of delivery with supporting evidence. Full details are set out in our Refund Policy.

9. Dispute Resolution

If you have a complaint or dispute arising from your use of the Service, we encourage you to resolve it through the following process:

1. In-app reporting: Use the "Report an Issue" feature in the app or contact our support team at hello@grubfairy.com. We aim to resolve support requests within 48 hours.
2. Escalation: If you are not satisfied with the initial resolution, you may request escalation to a senior member of our operations team by replying to the support thread or emailing hello@grubfairy.com with the subject line "Escalation."
3. Mediation: If the dispute remains unresolved after escalation, either party may refer the matter to mediation administered by a mutually agreed mediator in Abuja, Nigeria. The costs of mediation shall be shared equally between the parties.
4. Governing law: These Terms and any disputes arising from them shall be governed by and construed in accordance with the laws of the Federal Republic of Nigeria. Any legal proceedings shall be brought in the courts of the Federal Capital Territory, Abuja.

10. Acceptable Use

Your use of the platform is subject to our Acceptable Use Policy, which forms part of these Terms. Violations may result in warnings, suspension, or permanent removal from the platform.

11. Modifications to Service

We reserve the right to modify or discontinue, temporarily or permanently, the Service (or any part thereof) with or without notice. We shall not be liable to you or to any third party for any modification, price change, suspension, or discontinuance of the Service.