Kitcha Delivery and Fulfilment Policy
Kitcha Limited | RC9540250 | 11B Oko Awo Street, Victoria Island, Lagos, Nigeria
1. Scope
1.1 What this Policy governs
This Policy governs Kitcha fulfilment and delivery of Kitcha products through Kitcha-controlled logistics and approved delivery channels.
1.2 Kitcha-controlled logistics
Kitcha operates its own fleet and employs its own delivery team. Food produced in the Kitcha production factory is dispatched and delivered by Kitcha personnel, not handed to an independent courier marketplace.
The consequence for you is that there is one company answerable for the meal from the ingredient to your door, and Kitcha does not answer a delivery complaint by pointing at a contractor.
1.3 Status of this Policy
This Policy 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. Remedies for delivery failures are governed by the Cancellation, Refund and Credit Policy and by law. Personal information generated by delivery is governed by the Privacy Policy. Mandatory law prevails over all of them.
2. Dynamic Delivery Estimates
2.1 The position
Delivery estimates depend on distance, traffic, routes, weather, production status, order volume, fleet availability, access conditions and other operational factors. Unless expressly labelled guaranteed, an estimate is not a promise of an exact arrival time.
2.2 What each factor does
2.3 Estimate and guarantee
An estimate is Kitcha's honest expectation of when the food will arrive, based on what it knows when it gives you the estimate. It is not a warranty of an exact minute.
2.4 What this section does not do
This section explains why an arrival time moves. It is not a defence to non-delivery, to delivery of the wrong food, or to any failure within Kitcha's control. Those are governed by sections 3 and 5 and by the Cancellation, Refund and Credit Policy.
3. Kitcha Delivery Duties
3.1 The duties
- Release orders in accordance with production/QC controls.
- Maintain delivery records.
- Communicate material delays when reasonably practicable.
- Apply applicable remedies for Kitcha-controlled failures.
3.2 Release in accordance with controls
An order is not dispatched because it is late and somebody is waiting. It is dispatched because it has passed the production and quality control checks that apply to it. Kitcha will hold a delivery rather than release food that has not been checked, and a delay caused by that is a delay Kitcha will explain rather than conceal.
3.3 Delivery records
Kitcha records dispatch, the rider or vehicle used, each delivery attempt, the handover and any exception, together with the time of each event. Those records are what an investigation is conducted from, and they are retained in accordance with the Privacy Policy.
3.4 Communicating delays
Where a delay is material, Kitcha tells you when it is reasonably practicable to do so, through the Kitcha application or another channel you have registered. "Reasonably practicable" means Kitcha knows about the delay and has a working channel to reach you. It does not mean Kitcha may stay silent because telling you is inconvenient.
3.5 Remedies for Kitcha-controlled failures
Where a failure is within Kitcha's control, Kitcha applies the remedy the Cancellation, Refund and Credit Policy or the law requires. You are not asked to establish fault before a remedy is considered; Kitcha investigates from its own records, as section 12 of that Policy sets out.
4. Customer Delivery Duties
4.1 The duties
- Provide accurate address/recipient/access information.
- Remain reasonably available or designate an authorised recipient.
- Do not demand unsafe or unlawful rider conduct.
- Report missing, wrong, damaged or tampered deliveries promptly.
Kitcha brings
- Food released under production and quality control;
- A recorded dispatch, route and handover;
- Notice of a material delay where practicable;
- A remedy where the failure was Kitcha's.
You bring
- An address somebody who has never been there can find;
- Availability, or a person authorised to receive;
- Nothing that puts the delivery team at risk;
- A prompt report if something is wrong.
4.2 What complete address information 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.
4.3 Being available
Food is produced fresh for a specific window and is perishable. If nobody is there and the delivery team cannot reach you, section 5 applies.
4.4 Authorised recipients
You may nominate another person to receive a delivery. Tell them it is coming and when. A recipient who is not expecting a delivery is the most common cause of a failed handover.
4.5 Unsafe or unlawful conduct
Do not ask a member of the delivery team to enter a location that is unsafe, to leave food where it is likely to be taken or to spoil, to break a traffic or road rule to arrive sooner, or to hand an order to a person you have not authorised.
A refusal to do any of those things is not a failure to deliver on Kitcha's part.
4.6 Reporting promptly
Report a missing, wrong, damaged or tampered delivery on the day. Food is produced and eaten on the same day, and a report made days later cannot be checked against the product. Reporting on the day is a practical requirement and does not shorten any period the law gives you.
5. Failed Delivery
5.1 The position
Where delivery fails solely because of inaccurate customer information, unavailable recipient, refusal or another circumstance within the customer's control, Kitcha records the event and applies the applicable cancellation/refund rule. Kitcha-controlled failures are handled under the Refund Policy and law.
5.2 The word "solely"
This section applies only where the failure is solely within your control. Where Kitcha contributed, or where responsibility is shared, this section does not apply and the failure is treated as a Kitcha-controlled failure under 5.4.
5.3 Within the customer's control
- An address that does not exist, or is materially different from the one supplied;
- Nobody present and no authorised recipient nominated, where you had not asked for an alternative handover;
- A contact number that is not answered and was not correct;
- Refusal to accept a delivery that is correct and in order;
- Access that you controlled being denied to the delivery team.
5.4 Not within the customer's control
5.5 What Kitcha records
Kitcha records the failed delivery event, including the attempt, the time, the personnel involved, the contact attempted and the reason recorded. That record is what a dispute about a failed delivery is decided from.
5.6 Avoiding it
Change the time, the address or the recipient before the applicable cut-off and this section never arises. That change costs nothing. See section 10.
6. Proof of Delivery
6.1 The position
Proof may include recipient confirmation, OTP, timestamp, rider/vehicle association, lawfully collected location information, photograph or approved record. Kitcha assesses the complete evidence in a dispute.
6.2 The forms of proof
6.3 The complete evidence
Kitcha assesses the complete evidence in a dispute. No single element decides the matter on its own. A timestamp without a recipient confirmation, or a confirmation that conflicts with the custody record, is a reason to investigate further rather than to close the question.
6.4 The one-time password at handover
Where a handover OTP is used, it is presented by you to the delivery team to confirm the correct order reached the correct person. It is not a payment authentication code, and no member of the delivery team will ever ask you for a payment PIN, password or banking OTP. See section 7.4.
7. Safety and Custody
7.1 The position
Kitcha records material custody events. Riders may use customer information only for authorised delivery purposes. Theft, tampering, harassment, assault and unlawful solicitation are prohibited.
7.2 Custody events
Custody of the food passes through a recorded chain, and the receiver records each handover rather than the giver, so that a gap between "ready" and "received" is visible rather than assumed.
- Production completes and the batch is identified.
- Quality control checks and releases, or holds.
- Packaging portions and seals, and the container code is recorded.
- Holding keeps the packed order until dispatch.
- Dispatch assigns the order to a member of the delivery team and a vehicle.
- Delivery team carries it, and each attempt and exception is recorded.
- Handover to you or your authorised recipient, confirmed and recorded.
7.3 Limits on the delivery team
Riders may use customer information only for authorised delivery purposes. Your address, contact number and access instructions are given to a member of the delivery team so that they can bring you food. They are not for any other purpose.
A member of the delivery team does not see your wallet balance, your payment details, your order history or the medical reason behind a dietary restriction.
7.4 Prohibited conduct by Kitcha personnel
Theft, tampering, harassment, assault and unlawful solicitation are prohibited.
Everyone who delivers Kitcha food is employed staff on Kitcha's payroll rather than a gig worker taking a job. The practical significance of that for you is that Kitcha can hold them to a standard and act on a complaint about conduct at your gate.
7.5 Conduct towards the delivery team
The obligation runs both ways. Kitcha personnel 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. See the Customer Responsibilities and Acceptable Use document.
8. How Food Travels
8.1 Single household
A single-household drop may be carried by a rider on a motorcycle, which is the fastest way through Lagos traffic for a small order.
8.2 Bulk, family and organisational
Bulk orders, family-size soups and anything going to a workplace or institution travel in Kitcha vehicles with the delivery team. Quantity and container type make a motorcycle unsuitable for them.
8.3 Temperature and handling in transit
Food is carried in packaging and containers appropriate to the product, and the delivery run is planned so that the time between dispatch and handover is short. The shorter the run, the closer the food is on arrival to what left the production factory.
8.4 After handover
Once the food is handed to you or your authorised recipient, the conditions it 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.
9. Verification at Handover
9.1 The container code
Kitcha packaging carries a code applied during manufacture of the container rather than a label that can be peeled off and reapplied.
9.2 Where it is checked
- At batch quality assurance;
- After packing and sealing;
- At every custody handover in the chain at 7.2;
- By you, before you accept the delivery.
9.3 What it is for
So that you can establish that what arrived is genuinely Kitcha food from the batch it claims to be from. It is a genuineness check rather than a feedback mechanism.
9.4 If verification fails
If the code does not verify, or the packaging appears to have been opened or interfered with, do not accept the delivery. Report it immediately through the Kitcha application and to admin@kitcha.ng. Kitcha investigates against the chain of custody, as section 5 of the Cancellation, Refund and Credit Policy provides.
10. Changing a Delivery
10.1 Before the cut-off
You may change the time, the address or the recipient, or clear the day entirely, free of charge, up to the point at which production for that day materially commences. The applicable cut-off is published in the Kitcha application and on the Kitcha website.
10.2 After the cut-off
After that point the food for the day exists or is being made, and change is restricted, as section 3 of the Cancellation, Refund and Credit Policy sets out. That restriction applies only where it is lawful and was disclosed before purchase.
10.3 On the day
If your circumstances change on the day, tell Kitcha as early as you can through the application. Kitcha cannot always accommodate a change after production, but an early message gives it the best chance of doing so and may avoid a failed delivery under section 5.
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.