Kitcha Customer Responsibilities and Acceptable Use
Kitcha Limited | RC9540250 | 11B Oko Awo Street, Victoria Island, Lagos, Nigeria
1. Purpose
1.1 Why this document exists
Kitcha has responsibilities. Customers also have responsibilities necessary for secure accounts, accurate fulfilment, food safety, fair refunds and lawful use.
1.2 The two sides
This document sets out the customer side. It exists because feeding somebody is a shared operation: Kitcha cannot cook safely for a person whose allergy it has not been told about, cannot deliver to an address that does not exist, and cannot investigate a complaint about food that has been thrown away.
What Kitcha is responsible for
- Sourcing, producing, checking, packing and handling the food;
- Transporting it and handing it over;
- The conduct of its own personnel, including the delivery team;
- The operation and security of its own systems;
- The accuracy of the information it publishes about its products;
- Investigating properly when something goes wrong, and applying the remedy the law or its own policy requires.
What you are responsible for
- The security of your account credentials and devices;
- The accuracy of the information you give Kitcha;
- Being reachable and available for a delivery you have booked;
- How the food is treated after Kitcha has handed it to you;
- Reporting problems promptly and honestly;
- Not doing the things listed in section 8.
1.3 Status of this document
This document is incorporated into the Kitcha Terms of Use where it applies to the service or transaction in question and was made reasonably available before it. It does not displace the Terms of Use, the Privacy Policy or any mandatory rule of law.
2. Account Security
2.1 Your obligations
- Protect passwords, OTPs, recovery information, devices and contact channels.
- Do not share credentials with Kitcha personnel/riders.
- Report suspected compromise promptly.
2.2 What each obligation means
2.3 Do not share credentials, including with Kitcha
Sharing your credentials with another household member gives them your wallet, your order history and your stored addresses. Where Kitcha offers a household, family or organisational access feature, use it instead: it gives a person only what their role requires.
2.4 Reporting promptly
Report if you believe somebody else has reached your account, if you see an order you did not place, if you receive a one-time password you did not request, or if a message purporting to come from Kitcha appears not to be genuine.
Prompt reporting lets Kitcha restrict the account, stop an order that has not yet entered production, and preserve the records needed to investigate. Delay narrows all three.
3. Accurate Information
3.1 Your obligations
- Provide accurate order, delivery, recipient, payment and dietary/allergen information.
- Correct material inaccuracies promptly.
3.2 Why this matters more here than elsewhere
Kitcha cooks to order and delivers to a stated place, at a stated time, for a stated person. Inaccurate information does not merely slow a process down. It causes food to be produced wrongly, delivered to the wrong place, or handed to the wrong person. In the case of allergen information it causes food to be produced that is not safe for the person who eats it.
3.3 What to keep current
- Your name and contact details;
- Every delivery address in use, with access instructions;
- The identity and contact details of each recipient;
- The dietary and allergen information recorded for every person you are feeding;
- The funding method attached to your wallet.
3.4 Information about other people
Where you enter information about another person, you confirm you are entitled to do so. That person keeps their own rights in respect of their own information, exercisable directly against Kitcha under the Privacy Policy.
3.5 Honest error is not a breach
This section requires accuracy and prompt correction. It does not penalise an honest mistake. Correcting an error when you notice it is compliance with this section, not an admission of anything.
4. Payment
4.1 Your obligations
- Use authorised payment methods.
- Report unauthorised or duplicate charges promptly.
- Do not provide payment authentication secrets through support.
4.2 Authorised payment methods
An authorised payment method is one you are entitled to use. Using a card, account or instrument belonging to somebody else without their authority is not permitted and is unlawful independently of this document.
4.3 Reporting charges
Report a duplicate charge, a charge you did not authorise, or an amount that looks wrong. Kitcha can usually resolve these faster than a chargeback can, and prompt reporting preserves the records needed to establish what happened.
4.4 Your bank dispute rights are untouched
4.5 Authentication secrets
Do not give a payment PIN, password, card verification value or one-time password to Kitcha support, or to anyone claiming to be Kitcha support. Kitcha does not need them, is not permitted to hold them, and will never ask for them.
5. Delivery
5.1 Your obligations
- Provide complete address/access information.
- Remain reasonably available or designate an authorised recipient.
- Do not demand unsafe/unlawful rider conduct.
5.2 Complete address and access information
Complete means enough for somebody who has never been there to find the door. In practice, that includes the street and number, the building or estate name, the flat, floor or unit, a landmark where the address alone is not sufficient, gate or entry instructions, and a contact number that will be answered.
5.3 Being available
Food is produced fresh for a specific window. If nobody is there to receive it, and the delivery team cannot reach you, the food cannot be left unless you have expressly authorised that method and the service permits it. It cannot be returned to stock and reissued, so that meal is used up.
You can avoid this entirely by changing the time or the address before the applicable cut-off, which costs nothing.
5.4 Authorised recipients
You may nominate another person to receive a delivery. Where you do, tell them it is coming and when, because a recipient who is not expecting a delivery is the most common cause of a failed handover.
5.5 Unsafe or unlawful conduct
Do not ask a member of the delivery team to do something unsafe or unlawful. That includes entering a location that is unsafe, leaving food where it is likely to be taken or to spoil, breaking a traffic or road rule to arrive sooner, or handing an order to a person you have not authorised.
5.6 Conduct at the handover
Everyone who delivers Kitcha food is employed staff on Kitcha's payroll. They are entitled to be treated civilly, and Kitcha will act on a complaint about a customer's conduct towards them in the same way it acts on a complaint about theirs.
6. Product Handling
6.1 Your obligations
- Follow storage/handling/preparation information.
- Protect products from contamination after delivery.
- For serious incidents, preserve relevant evidence where reasonably safe.
6.2 Where Kitcha's control ends
Kitcha controls the food from the ingredient to the handover. After the handover, the conditions the food is kept in are yours. Published storage, handling and preparation instructions exist because the safety and quality of the food depend on them being followed.
6.3 Contamination after delivery
Keep the food covered and away from raw items, surfaces and utensils that could contaminate it, and do not decant it into containers that have not been cleaned. This is ordinary kitchen practice and this document does not ask more of you than that.
6.4 Preserving evidence
Where something serious happens, the food and its packaging are the evidence. Keeping them lets Kitcha trace the batch, find the cause, and establish whether anyone else is affected. It also strengthens your own position, because a claim supported by the product is stronger than one that is not.
7. Complaints and Evidence
7.1 The position
- Customers may complain honestly and in good faith.
- Do not fabricate, alter or knowingly misrepresent evidence.
- Provide relevant order/details needed for investigation.
7.2 Complaining is not a breach
7.3 The line
The line is drawn at deliberate dishonesty: creating, altering or staging material to support a claim, or stating as fact something you know to be untrue and material. Honest error, incomplete recollection and genuine disagreement about what happened are none of those things.
7.4 What Kitcha may ask for
Kitcha may ask for the order reference, the date and time, a description of what happened, photographs where relevant, and the food and packaging where the matter is serious.
A request must be reasonable and connected to the investigation. Kitcha does not require material unrelated to the matter and does not make the provision of unrelated material a condition of a remedy.
7.5 What Kitcha does with a complaint
- Records it against the order;
- Traces the order through production, quality control, packing, dispatch and delivery;
- Establishes what happened, so far as the records allow;
- Applies the remedy required by the applicable policy or by law;
- Tells you the outcome.
8. Prohibited Conduct
8.1 The list
- Account takeover/credential theft.
- Refund/promotion fraud.
- Package tampering/theft.
- Threats, harassment, assault or extortion.
- System interference or deliberate security circumvention.
8.2 What each means
8.3 These are independently unlawful
Most of the conduct in 8.1 is unlawful whether or not this document exists. Listing it here states plainly that Kitcha will act on it, and defines it so that nobody can say they did not know what was meant.
9. What This Document Does Not Restrict
Specifically, and for the avoidance of doubt:
- You may complain about Kitcha publicly, including in a review, provided what you say is honest;
- You may report Kitcha to the Nigeria Data Protection Commission, the Federal Competition and Consumer Protection Commission, a food safety authority, the police or any other competent authority;
- You may begin or threaten legal proceedings against Kitcha;
- You may use your bank's or payment provider's dispute process;
- You may seek medical attention and follow medical advice, before and instead of doing anything else in this document;
- You may refuse to provide information that is not relevant to a matter Kitcha is investigating.
None of these is prohibited conduct, and none of them is a ground for restricting or closing an account.
10. Consequences and Proportionality
10.1 What Kitcha may do
Where a customer does something set out in section 8, Kitcha may restrict an account, transaction or service where reasonably necessary to protect customers, personnel, systems, food safety, privacy, payment integrity or regulatory compliance, as the Terms of Use provide.
10.2 Proportionality
The test is reasonable necessity, not Kitcha's unrestricted discretion. Action must be directed at one of those interests, must be reasonably necessary to protect it, and must be proportionate to it.
10.3 Restriction is not a finding
Where Kitcha restricts an account while it investigates, it has not concluded that you did anything wrong. The restriction is lifted if the investigation does not support it.
10.4 Recovery
Kitcha may seek lawful recovery only where deliberate unlawful conduct is established, not merely suspected, and only where an independent legal basis for recovery exists. The existence of this document is not itself such a basis.
10.5 Your money
Money in your wallet remains yours and is withdrawable, subject only to a lawful hold genuinely required for an active investigation or a legal obligation.
10.6 Telling you
Where Kitcha restricts an account, it tells you that it has done so and, so far as it lawfully can, why. Where an investigation would be prejudiced by disclosure, Kitcha says that rather than saying nothing.
11. Contact
Customer support and complaints: support@kitcha.ng. Privacy, escalation and legal notices: admin@kitcha.ng.
Kitcha Limited | RC9540250 | 11B Oko Awo Street, Victoria Island, Lagos, Nigeria
12. Applicable Law and Statutory Rights
This document operates under Nigerian law and other laws applicable to the particular Kitcha service or activity. Nothing in this document is intended to exclude, waive, restrict or transfer a right, remedy, liability or obligation that applicable law does not permit Kitcha or a customer to exclude, waive, restrict or transfer. Mandatory law prevails.