Funamu Terms of Service for Customers

These terms apply when you use Funamu as a customer: the Funamu app, the website at funamu.com and Funamu AI. Please read them. By creating an account or placing an order you agree to them. You can read, save and print them at any time at funamu.com/terms.

1. Who we are

Funamu is a marketplace run by DOBOKAKA UG LTD, a private company limited by shares registered in Uganda under the Companies Act 2012, registration number 80034078892868, director Samson Ojok. Registered and physical address (also for service of documents): Kisenyi, Kakiri Town Council, Wakiso District, Uganda. P.O. Box 118605, Wakiso. Email info@funamu.com, telephone 0794 517 813, website funamu.com. In these terms "Funamu", "we" and "us" mean DOBOKAKA UG LTD.

Funamu does not belong to any self-regulatory or accreditation body, code of conduct or alternative dispute resolution code. If that changes, we will name it here.

2. What Funamu does, and what it does not do

• Funamu connects you with independent merchants near you and in other Funamu cities, with independent Delivery Partners who carry orders, and with PUDO Partners where parcels can be handed in and collected.
• Funamu does not sell the products itself. When you buy, your contract of sale is with the merchant named on the product, at the merchant's own listed price. Funamu does not mark up that price.
• Delivery is a service Funamu arranges through Delivery Partners and PUDO Partners, at the delivery fee shown at checkout.
• Funamu runs the platform: your account, the checkout, the collection of your payment for the merchant, the handover records, the Help Center and Funamu Support.

3. Your account

• You must be 18 or older to create an account.
• Your account is tied to your email address, which you confirm with a code we send to it, or to your Google account if you choose Continue with Google. One Funamu account works in every Funamu app.
• Keep your password and codes to yourself. You are responsible for what is done with your account until you tell us it has been misused.
• Give true details. We may restrict an account for a time to protect it or the marketplace, for example after signs of fraud or someone else using it. The app tells you the reason and what to do next.

4. Products, prices and listings

• Merchants write their own listings and set their own prices. Each product page shows the merchant, the main characteristics of the product, its condition, the price and whether and how it can be returned. We check merchants and listings against our rules, but the merchant is responsible for describing its product truthfully.
• A product marked "Sponsored" is shown with extra visibility because the merchant paid for it. Sponsored products are always labelled.
• Before you pay, the checkout shows the full price: the items, the delivery fee, any taxes included in the price, any promotion and the total. Nothing is added after you pay. If something changes before you pay, the app shows the new figure.

5. Ordering and paying

• Before you place an order, the checkout lets you review the whole order, correct mistakes and go back without ordering. Your order is placed when you confirm it and pay.
• You pay with mobile money (MTN Mobile Money or Airtel Money). Funamu collects payments through Paytota, a payment service provider. Funamu never asks for your mobile money PIN; you enter it only on your own phone's payment prompt.
• When you pay Funamu for an order, you have paid the merchant: Funamu collects the money on the merchant's behalf and keeps it until the order has been handed over and confirmed (section 7), so that it can be refunded to you if the order does not reach you. The merchant is paid only after that.
• If a payment fails, the app tells you why when the provider tells us, and you can try again. You are not charged twice for one order.
• Your order, its total, the handover records and every refund stay in Orders in the app, where you can see them at any time while your account is open. You can ask Funamu Support for a copy.

6. Delivery and collection

• You can have an order delivered to you, or collect it at a PUDO, where the app offers these options. The delivery fee, the estimated time and any collection deadline are shown before you confirm.
• Orders can travel between Funamu cities. The times shown are estimates; the order screen shows what has actually happened.
• Unless the checkout shows a different time that you accept, an order is to be delivered or made ready for collection within 30 days. If it is not, you may cancel it by telling Funamu Support in the order chat and waiting 7 days; if it is still not delivered, you get a full refund.
• If an item you paid for turns out to be unavailable, we tell you as soon as we know and refund it in full within 30 days.
• A parcel at a PUDO can be collected for 7 days from the day the app says it is ready. After that it goes back to the merchant and you get the item price back less the refund transaction cost; the delivery fee is not refunded. There is no storage fee.

7. Every handover is confirmed by a PIN

• Every time a parcel changes hands, the person receiving it reads a PIN from their app and the person handing it over enters it. The time, and the place where the phone allows it, are recorded.
• Your delivery PIN is shown in your app. Give it only when you have your order in front of you. Once your PIN is entered, the order counts as delivered to you.
• Never share your PIN by phone, message or chat before you have the parcel. Funamu staff will never ask you for it.

8. Your legal right to cancel (7 days)

The Electronic Transactions Act, 2011 gives you the right to cancel a purchase made on Funamu:

• within 7 days after you receive the goods, or within 7 days after the order was placed;
• by telling us in the app (open the order and choose Cancel or Request a Return) or by email to info@funamu.com.

When you cancel under this right:

• you return the goods (the app arranges the return by PIN), and you can be charged no more than the direct cost of returning them;
• you get a full refund of what you paid within 30 days of cancelling.

This right cannot be taken away by these terms, by a merchant's return policy or by a product's return setting. Goods that cannot be returned by their nature, such as food or drinks delivered to you, perishable goods, goods made or personalised for you, and unsealed recordings or software, are subject to the limits the law allows; the product page says when an item falls into one of these groups.

9. Cancellations, returns and refunds under Funamu's rules

Funamu's own rules (in the app and in the Refund and Returns Policy at funamu.com/refunds) can give you more than the law, never less:

• An unpaid order the merchant has not yet taken up can be cancelled with nothing to pay.
• When a cancellation is not your doing (the merchant rejected the order, an item was unavailable, or the merchant was suspended), the refund is always in full.
• When the merchant is responsible for a return (wrong, damaged, defective or not as described), the merchant pays the return delivery and you get the item price and its share of the delivery fee back.
• Refunds go back to the mobile money number you paid with. The app shows the amount and the reason for every decision.

10. Your rights in the goods

The merchant must sell you goods that match their description, are of satisfactory quality and are fit for their purpose, as the Sale of Goods and Supply of Services Act requires, and must honour any guarantee shown on the product. If a product is not as it should be, open the order and choose Request a Return or Help.

11. Disputes

If you disagree with something, open the order and ask for help. Funamu Support looks at the records (handovers, photos, chats, the listing) and gives you a decision with the reason. If you disagree with the decision, say so in the order chat and explain why, and it is looked at again. This does not stop you from going to a court or to any authority that has power over the matter.

12. Funamu AI

• Funamu AI is a shopping assistant that works for you, not for any merchant. It searches partner merchants in your city and other Funamu cities, compares options and helps you build your cart.
• It never places an order or pays for you: you check out yourself. It never states a price, fee or delivery time on its own; the app shows those.
• It can make mistakes. Check the details on the product and checkout screens before you pay.

13. Chats, reviews and conduct

• You can chat with merchants, Delivery Partners and Funamu Support about your order inside the app. Chats stay on Funamu: messages that try to move a deal or payment outside Funamu are blocked, because outside Funamu we cannot protect you.
• Reviews must be honest and about your own experience. We may remove reviews that are abusive, false or not about the product or service.
• Follow the Acceptable Use Policy at funamu.com/acceptable-use. Do not use Funamu to break the law, harass anyone, sell or buy prohibited goods, or cheat other users. We may warn, restrict, suspend or close an account that does, and we tell you the reason and how to ask for the decision to be looked at again.

14. Promotions and rewards

Promo codes, discounts and rewards follow the rules shown with each one in the app. They have no cash value unless the app says so, and we may withdraw one that is being misused. We send you offers by email only if you have agreed to them, and every offer email lets you stop them for free.

15. Your information

We handle your information as described in our Privacy Policy at funamu.com/privacy.

16. Our responsibility

• We work to keep Funamu available, accurate and safe, but we cannot promise it will always be free of faults or interruptions.
• The merchant is responsible for the product it sells, including its quality, safety and any guarantee it gives. The Delivery Partner and PUDO Partner are responsible for the care of a parcel while they hold it, as the handover records show. Funamu is responsible for running the platform with reasonable care and skill, for the money it collects for your order and for refunds due under these terms.
• Funamu is not responsible for losses that were not reasonably foreseeable, or for business losses of a customer who buys for a business.
• Nothing in these terms limits liability that cannot be limited by law, or takes away the rights you have under the laws of Uganda, including the Electronic Transactions Act, 2011 and the Sale of Goods and Supply of Services Act.

17. Ending your account

You can delete your account in the app at any time (More > Profile & preferences > What I know about you). Orders already paid for are completed or refunded under these terms first. We may close an account that seriously or repeatedly breaks these terms, with the reason.

18. Changes to these terms

We may update these terms. The app shows you the new version and the date it takes effect. When a change is important, we ask you to accept it before your next purchase. An order is governed by the terms in force when it was placed.

19. Law and contact

These terms are governed by the laws of Uganda, and the courts of Uganda decide any dispute that cannot be settled first through Funamu Support. Questions: info@funamu.com, 0794 517 813.