Kitcha Customer Policies

1. Nature of the Plan

A Kitcha Meal Plan is a defined feeding arrangement with specified products, allocations, schedules, delivery arrangements and commercial conditions.

A plan is not an open-ended commitment to buy food. It is a defined arrangement, and everything that defines it has to be stated to you before you buy it, as section 2 requires.

2. Plan Information

Before purchase, the plan interface/agreement must identify material terms including plan period, allocation, price, delivery frequency/schedule, service area, billing/renewal, pause/skip/change, cancellation, substitutions and unused allocation treatment.

2.1 The eleven items in full

1. Plan period. How long the plan runs.
2. Allocation. What you receive and how much of it.
3. Price. The amount and every mandatory charge.
4. Delivery frequency and schedule. How often and when.
5. Service area. Where the plan can be delivered.
6. Billing and renewal. When you are charged and whether it repeats.
7. Pause, skip and change. What you can do and by when.
8. Cancellation. How to end it and what happens when you do.
9. Substitutions. What happens if a product is unavailable.
10. Unused allocation. What happens to meals you did not take.
11. Any other material term specific to that plan.

3. Activation

A plan begins when payment and stated activation conditions are satisfied.

Until both are satisfied the plan has not started, and Kitcha does not treat an incomplete activation as a live plan or bill against it.

4. Scheduling

Customers must follow plan-specific scheduling cut-offs. Requests after production/fulfilment may be operationally impossible.

The cut-off is an operational fact rather than a penalty: after it, the food for that day exists or is being made, and it is perishable. Before it, changes cost nothing. The applicable cut-off is published in the Kitcha application and on the Kitcha website.

5. Pause, Skip and Reschedule

Where supported, plan terms define available options and cut-offs. A request is not accepted until the system or authorised Kitcha channel confirms it.

6. Substitutions

Where a planned product becomes unavailable for supply, quality, safety or operational reasons, Kitcha may provide a reasonably comparable lawful substitution or the plan remedy. Material differences are disclosed where required.

6.1 What "reasonably comparable" limits

A substitution must be reasonably comparable to what you ordered. It is not an opportunity to supply something cheaper, smaller, or outside a dietary restriction you have recorded. A recorded allergy or restriction constrains every substitution made for that person.

6.2 Or the plan remedy

Where a comparable substitution is not available, the plan remedy applies instead. Kitcha does not substitute something materially different and treat the obligation as discharged.

7. Billing and Renewal

Recurring billing or renewal occurs only on disclosed terms. Failed payment may pause future fulfilment. Kitcha does not continue charging outside the disclosed authorisation.

7.1 Failed payment

A failed payment pauses future fulfilment rather than terminating the plan immediately. Kitcha tells you that payment failed so you can correct it.

8. Cancellation

Cancellation follows plan-specific terms and applicable law. Mandatory rights are preserved.

Where plan terms and mandatory law differ, the law prevails. See also the Cancellation, Refund and Credit Policy.

9. Unused Allocations

Unused meals/credits are handled under the disclosed plan terms subject to law.

"Disclosed" is the operative word. What happens to an allocation you did not use must have been stated before you bought the plan, under section 2.

10. Price Changes

New prices apply only to future periods unless lawfully agreed otherwise. Material changes are communicated through the applicable process.

11. Customer Duties

• Keep contact/address information current.
• Provide accurate dietary/allergen information.
• Follow delivery and product handling instructions.
• Use authorised account access.
• Report material errors promptly.

Each of these is expanded in the Customer Responsibilities and Acceptable Use document.

1. Offer Terms

Each promotion must disclose material eligibility, dates where applicable, minimum order/plan requirements, eligible products/zones, redemption limits, stacking rules, expiry and cancellation/refund treatment.

2. Referral Eligibility

Referral benefits require genuine eligible referrals. Self-referral, fabricated identities and duplicate accounts to obtain benefits are prohibited.

A genuine referral is a real person, who was not already a Kitcha customer, who chose to sign up. Referring a member of your own household is not prohibited by this section; creating accounts in their names is.

3. Errors and Changes

Kitcha may correct obvious technical or pricing errors and withdraw future promotions, subject to completed transactions and law.

3.1 The two limits

1. Correction applies to an obvious error. A promotion Kitcha later regrets is not an error;
2. Withdrawal applies to future promotions. A transaction you have already completed under a promotion stands.

4. Abuse

Kitcha may investigate automation, false accounts, manipulation and fabricated claims and may reverse improperly obtained benefits where lawful.

Reversal extends to benefits improperly obtained, not to benefits you were entitled to and used, and only where lawful.

5. Customer Rights

Promotions do not remove statutory consumer rights.

1. Purpose

Kitcha maintains a structured complaint process for payment, delivery, product, food safety, allergen, illness/injury, privacy, security, rider and other service matters.

2. Channels

Routine support/complaints: support@kitcha.ng. Privacy, serious incidents and legal escalation: admin@kitcha.ng.

3. Information

• Order/account reference.
• Date/time.
• Description.
• Photographs/records where available.
• Batch/package information where applicable.
• Relevant medical information a customer chooses to provide for serious incidents.

4. Triage

Complaints are classified as routine, billing/payment, delivery, product quality, food safety, allergen, illness/injury, privacy/security, rider conduct, counterfeit/authenticity, regulatory or legal.

Classification decides who handles it and how quickly. A food safety or allergen matter does not sit in a queue behind a billing question.

5. Investigation

Kitcha may review order, payment, production, QC, packaging, dispatch, delivery, account, communication and traceability records. Investigators separate allegation, evidence, third-party statement and conclusion.

5.1 Why that separation matters

An allegation is what was reported. Evidence is what the records show. A third-party statement is what somebody said. A conclusion is what Kitcha decided. Recording them separately is what stops an assumption becoming a finding, and it is what allows a decision to be reviewed properly on escalation.

5.2 You are not asked to prove it

Kitcha holds the production, custody and delivery records for your order. You report what happened; Kitcha investigates from its own records.

6. Outcome

Kitcha may resolve through correction, replacement, refund, credit, explanation, process remediation or other lawful remedy.

Remedies for orders are governed by the Cancellation, Refund and Credit Policy, and a voluntary credit never replaces a statutory refund.

7. Good-Faith Complaints

A customer may complain while facts are uncertain. A complaint is not misconduct merely because Kitcha disagrees with the conclusion. Fraud findings require evidence.

8. External Rights

Nothing in this process prevents medical care, regulator contact or lawful proceedings.

Using Kitcha's process is optional. You may complain to the Federal Competition and Consumer Protection Commission, the Nigeria Data Protection Commission or another competent authority, use your bank's dispute process, or bring proceedings, at any point.

9. Logistics Complaints

Delivery complaints are handled under Kitcha delivery, complaint and incident procedures and any applicable legal requirements. See the Delivery and Fulfilment Policy.

1. Purpose

This Policy defines Kitcha and customer responsibilities for account security and authentication.

2. Customer Responsibilities

• Protect credentials, OTPs, recovery codes and devices.
• Never provide secrets to Kitcha personnel/riders.
• Report compromise, unknown access, unauthorised orders and suspicious payment activity promptly.

3. Kitcha Security Controls

Kitcha applies controls appropriate to risk and the live configuration, which may include verified contact methods, one-time codes, secure sessions, re-authentication, rate limiting, fraud controls, access logging and recovery safeguards.

No digital system can be represented as completely invulnerable. Kitcha does not represent that its systems are impenetrable, and does not ask you to rely on that representation.

4. Sensitive Actions

Kitcha may require additional verification for account recovery, contact changes, security-setting changes, plan ownership changes, account deletion or other elevated-risk actions.

Extra verification on those actions exists to protect you. They are precisely the actions somebody taking over an account would attempt first.

5. Account Sharing

Customers must use authorised family/household/corporate access features where offered rather than sharing credentials.

Sharing credentials gives another person your wallet, your order history and your stored addresses. A proper access feature gives them only what their role requires.

6. Compromise Handling

When compromise is suspected, Kitcha may revoke sessions, require re-authentication, restrict suspicious activity, investigate affected orders and preserve evidence. Kitcha assesses the facts rather than automatically attributing every event to either party.

1. Why Prompt Reporting Matters

Prompt reporting allows Kitcha to protect people, secure accounts, trace products, stop fraud, investigate delivery and correct transactions.

Each of those has a window. An account can be secured before the next order is placed. A batch can be traced while the food still exists. A delivery can be investigated while the records and the people involved are fresh. A transaction can be corrected before it settles. Reporting late narrows all of them.

2. Reportable Account and Privacy Events

• Unauthorised order/account change.
• Compromised credentials.
• Suspicious login/activity.
• Suspected privacy/security incident.

Report to admin@kitcha.ng, and change your password if you still have access to the account.

3. Delivery Events

• Missing, wrong, damaged or tampered delivery.
• Rider misconduct or safety incident.
• Material delivery failure.

Report on the day, through the Kitcha application. Misconduct or a safety incident involving a member of the delivery team should also go to admin@kitcha.ng.

4. Product and Food Events

• Suspected contamination or foreign object.
• Suspected allergen exposure.
• Illness/adverse reaction/injury.
• Suspected counterfeit/adulterated product/material.

These go to admin@kitcha.ng and trigger the incident procedures set out in the Food Safety, Allergen and Dietary Notice, because the second question they raise is whether anybody else is affected.

5. Billing Events

• Duplicate debit.
• Funds deducted after failed order.
• Unauthorised payment.
• Incorrect refund or credit.

Report to support@kitcha.ng. Nothing here prevents you from also using your bank's or payment provider's dispute process.

6. Evidence

For serious incidents, preserve relevant product, packaging, labels, photographs and order information where reasonably safe. Do not alter or destroy relevant evidence merely to support or undermine a claim.

The second sentence runs both ways. It applies to a customer, and it applies to Kitcha. Nothing in it requires you to keep anything unsafe.

7. Good-Faith Protection

Customers may raise genuine concerns without being treated as improper merely because Kitcha reaches a different conclusion.

1. Custody Sequence

Kitcha delivery custody is tracked from production release and packaging through dispatch, rider/vehicle custody, delivery attempt and customer handover.

Each handover is recorded by the receiver rather than the giver, so the gap between "ready" and "received" is visible rather than assumed.

2. Digital Record

Kitcha operating systems record relevant events with order identifiers, product/batch information, actor identity, timestamps and status changes where applicable.

"Actor identity" identifies the Kitcha personnel associated with an operational event, not the customer. It exists so that a question about a specific meal can be traced to the people and steps involved.

3. Proof of Delivery

• OTP or recipient confirmation where used.
• Timestamped delivery event.
• Rider/vehicle association.
• Location evidence where lawfully collected.
• Photograph or approved delivery record where used.
• Customer communications and exception notes.

A handover OTP confirms that the correct order reached the correct person. It is not a payment authentication code, and no member of the delivery team will ask you for a payment PIN, password or banking OTP.

4. Exceptions

Failed delivery, reassignment, wrong address, package damage, tampering and other exceptions are recorded against the relevant order.

An exception is recorded whether or not anybody complains, so a dispute later is decided against a contemporaneous record rather than a reconstruction.

5. Evidential Use

No single operational record is automatically conclusive in every dispute. Kitcha assesses the complete evidence.

6. Privacy

Delivery information is handled under the Privacy Policy and applicable access controls.

A member of the delivery team receives your address, contact number and access instructions so that they can bring you food, and for no other purpose. They do not see your wallet balance, your payment details or your order history.

1. Receipt

Customers are encouraged to inspect packages promptly and report visible damage, tampering, wrong product or missing item.

Kitcha packaging carries a code applied during manufacture of the container rather than a label that can be peeled off. If it does not verify, or the packaging appears to have been opened, do not accept the delivery and report it immediately.

2. Handling

• Follow storage and handling instructions.
• Protect products from contamination.
• Follow preparation/reheating directions where provided.
• Observe product-use information supplied.

Reheating does not remove an allergen, and it does not make safe a food that has been kept outside its stated conditions.

3. Customer-Controlled Conditions

Where deterioration, contamination or alteration occurs solely after delivery because of conditions under the customer's control, responsibility may be allocated to the customer to the extent permitted by law. This does not remove Kitcha responsibility for defects or safety issues existing before or at delivery.

3.1 The word "solely"

This section applies only where the deterioration occurred solely because of conditions you controlled. Where the food arrived already outside condition, or where Kitcha contributed, it does not apply.

4. Serious Safety Complaint

For suspected contamination, allergen exposure, illness or injury, do not consume further where appropriate, seek medical care where needed, preserve evidence where safe and contact Kitcha promptly.

5. Evidence

Useful evidence may include product, packaging, label, batch information, photographs, order reference, delivery information and relevant storage/handling information.

The batch information on the packaging is the single most useful item, because it is what lets Kitcha trace backwards to the ingredients and forwards to everyone else who received food from the same batch.

1. Commitment

Kitcha seeks to make its website, application and customer-service channels reasonably accessible and usable, taking account of the service, technology and applicable law.

2. Measures

• Clear content hierarchy and readable text.
• Meaningful labels for controls.
• Accessible error messages and support routes.
• Alternative text or equivalent descriptions where appropriate.
• Keyboard and assistive-technology compatibility where reasonably practicable.

Kitcha does not claim that every part of every surface meets every standard at every moment. It claims that these are the measures it applies and that it acts on barriers reported to it.

3. Reporting a Barrier

If an accessibility barrier prevents an important action, contact support@kitcha.ng with the service/action affected and a description of the barrier.

3.1 What helps

• What you were trying to do;
• Where you were, the page or screen;
• What blocked you;
• What you were using: browser, device, screen reader or other assistive technology.

4. Improvement

Accessibility feedback is logged and considered within Kitcha product/service improvement.

Contact

If anybody needs medical attention, obtain it before contacting Kitcha.

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.

This provision applies to each of the eight documents on this page.

The other Kitcha customer documents

• Terms of Use
• Privacy Policy
• Cookie Policy
• Food Safety, Allergen and Dietary Notice
• Delivery and Fulfilment Policy
• Cancellation, Refund and Credit Policy
• Customer Responsibilities and Acceptable Use