Customer terms of service
1. What this covers
These terms apply when you order a meal, run a plan, or buy soup in bulk from Kitcha. Business and institutional feeding is covered by a separate written agreement.
2. Plans, changes and cancellation
A plan is a schedule of meals you set. You may edit a meal, skip a day or pause a plan up to 9pm on the day before delivery. After that, production has started and the meal is charged. Empty days carry no charge. You may cancel a plan at any time; cancellation takes effect from the next uncooked day.
3. Prices and payment
Prices are published before you confirm and are payable in Nigerian Naira. Plans are paid in advance from your Kitcha Wallet. Every charge is itemised and receipted.
4. The Kitcha Wallet
The Wallet holds a prepaid balance for buying meals from Kitcha. It is not a bank account, earns no interest, and is not transferable to anyone else. Unused balance is refundable on request.
Flagged for legal review: stored balances may engage Central Bank of Nigeria requirements. Confirm before launch.
5. Delivery
We deliver inside the window you chose. See the delivery policy for what happens when nobody is available, and for our service guarantee.
6. Allergies, diets and health conditions
You tell us allergies, intolerances and conditions per person and you are responsible for keeping them accurate. We apply them to every meal that person receives.
Important. Our production factory handles common allergens including peanuts, other nuts, shellfish, fish, egg, milk, soy, sesame and gluten. We take reasonable steps to avoid cross-contact but we cannot guarantee a meal is entirely free of an allergen. If a reaction would be severe, please take that into account.
7. Nutrition information
Calories, sodium and nutrition figures are calculated from recipes and typical ingredient values. They are close estimates, not laboratory measurements, and natural ingredients vary.
8. Food safety and storage
Meals are cooked fresh for the day they are for. Bulk soup is delivered chilled with reheating instructions. Once delivered, safe storage and reheating is your responsibility.
9. Refunds
See the refunds and service guarantee. Your statutory rights under the Federal Competition and Consumer Protection Act 2018 are unaffected.
10. Suspension
We may suspend or end an account for abuse of staff, fraud, or repeated non-payment.
11. Governing law
Governed by the laws of the Federal Republic of Nigeria. Courts of Lagos State have jurisdiction.
