1.1 Business Identity. Organa Fresh is a Tanzanian retail and wholesale supplier of fresh fruit, vegetables, dairy, meat, fish, seafood, dry foods, edible oils, spices, and herbs. We are registered with the Business Registrations and Licensing Agency (BRELA) and hold a Tax Identification Number (TIN) with the Tanzania Revenue Authority (TRA). Our operations are licensed through TAMISEMI (TAUSI Portal) and we hold a Meat Handling Certificate from the Tanzania Meat Board.

1.2 How We Operate. We operate on an order-first business model: we source products from our network of trusted growers, farmers, and suppliers at Kariakoo Market and beyond upon receiving your order. This ensures that the food you receive is as fresh as possible — it goes from supplier to our quality-check to your door, not sitting on a shelf for days.

1.3 Service Area. We currently deliver across Dar es Salaam, including but not limited to: Masaki, Oysterbay, Mikocheni, Kinondoni, Mwananyamala, Sinza, Ubungo, Mbezi, Kigamboni, City Centre, Upanga, Kariakoo, Magomeni, Changombe, Mbagala, Temeke, and surrounding areas. Delivery availability is subject to our delivery zone coverage and may change over time as we expand.

1.4 Platform Description. Organa Fresh is an intermediary platform — we connect customers with fresh food products sourced from our supplier network. We are not the grower, farmer, fisher, or manufacturer of the products listed, though we work closely with all our suppliers to maintain quality standards.

2.1 Automatic Account Creation. You do not need to register manually to use the Platform. An account is created for you automatically when you place your first order. Your phone number and full name serve as your account credentials. There is no separate sign-up form, email verification, or password to remember.

2.2 Account Identification. Your phone number is your primary account identifier. When you return to the Platform and sign in, you are identified by the phone number you provide. To view your order history, you must use the same phone number you used when placing your orders. If you use a different phone number for a new order, a separate account will be created for that number. We recommend using the same phone number consistently to keep your order history in one place.

2.3 Accuracy of Information. You are responsible for providing accurate and complete information when placing an order — including your name, phone number, and delivery address. Organa Fresh is not liable for:

• Failed or delayed deliveries caused by incorrect or incomplete address information.
• Inability to contact you due to an incorrect or unreachable phone number.
• Orders delivered to the wrong person because the phone number provided does not belong to you.

2.4 Eligibility. To use the Platform, you must be at least 18 years of age or have the consent of a parent or legal guardian. By placing an order, you represent and warrant that you meet this age requirement and that all information you provide is truthful and accurate.

2.5 Account Security. Since your account is identified solely by your phone number, you are responsible for maintaining control of the phone number used to create your account. If your phone number changes or your SIM card is lost or stolen, please contact us immediately so we can assist you. Organa Fresh is not responsible for orders placed using your phone number by someone who has gained unauthorised access to your device.

3.1 Order Process. To place an order, you must:

1. Browse products by category or use the search function to find what you need.
2. Add items to your shopping cart with the desired quantities.
3. Proceed to checkout and provide your delivery address, delivery area, and any delivery notes.
4. Select your preferred payment method.
5. Review and confirm your order.

An order is considered placed once you receive an order number in the format ORG-YYYYMMDD-NNNN. You will see this order number on the confirmation screen and it will appear in your order history.

3.2 Order Confirmation. After placing your order, a member of our team may contact you by phone or SMS to confirm the details of your order, verify product availability, and confirm the estimated delivery time. An order is not considered confirmed for dispatch until this verification step is complete. This is to ensure that the products you ordered are available from our suppliers at the time of sourcing.

3.3 Product Availability. Due to our order-first model, product availability depends on what our suppliers have in stock on the day we source your order. If a product you ordered is unavailable, we will contact you to offer one of the following:

• A substitution with a similar product of equal or greater quality at no additional cost.
• A refund for the unavailable item(s).
• The option to wait until the product is available (which may extend the delivery time).

We make every effort to ensure the Platform reflects current availability, but because we source fresh produce daily from a market environment, occasional unavailability is inherent to our business model.

3.4 Product Images. Product images shown on the Platform are for illustration purposes only. Actual products may vary in appearance, size, and colour due to the natural variation in fresh produce, meat cuts, and fish. We do our best to ensure that product descriptions, weights, and prices are accurate.

3.5 Minimum Order. There is no minimum order value. You may order as much or as little as you need. However, delivery fees apply to all orders below TZS 100,000. Orders of TZS 100,000 or more qualify for free delivery within eligible areas. See Section 4 for delivery fee details.

4.1 Currency. All prices listed on the Platform are in Tanzanian Shillings (TZS) and include applicable taxes unless stated otherwise.

4.2 Product Prices. Prices are set daily based on market rates at Kariakoo Market and our supplier network. Prices may change from day to day without prior notice due to market fluctuations. However, the price displayed at the time you place your order is the price you will be charged — we honour the price you saw when you clicked "Place Order."

4.3 Delivery Fees. Delivery fees are calculated based on your delivery area and are displayed before you confirm your order. These fees cover the cost of transporting your groceries from our centre of operations to your doorstep. Delivery fees are non-refundable once the order has been dispatched, except where delivery fails due to our error.

4.4 Free Delivery. Orders with a subtotal of TZS 100,000 or more qualify for free delivery within eligible areas. The free delivery threshold is applied to the order subtotal (the total value of products before delivery fees and discounts).

4.5 Payment Methods. We accept the following payment methods:

• Mobile Money: M-Pesa (Vodacom), Tigo Pesa (Tigo), Airtel Money (Airtel), and HaloPesa (Halotel). Mobile Money payments are processed instantly and your order is marked as paid immediately upon confirmation of the transaction.
• Cash on Delivery (COD): You pay in cash when your order is delivered to your door. Please have the exact amount ready to facilitate a smooth handover. COD orders are marked as unpaid until the delivery is completed and payment is collected.
• Bank Transfer: You may transfer the order total to our designated bank account (CRDB, NMB, NBC, Absa, or Exim). Your order is processed upon placing it, and payment confirmation is verified by our team — typically within 1-4 business hours during working days. Bank transfer orders are marked as paid once our team confirms receipt of funds.

4.6 Payment Security. We do not store your Mobile Money PIN, bank account number, or any payment credentials on our servers. Mobile Money transactions are processed directly through your mobile network operator's secure payment infrastructure. Please refer to our Privacy Policy for more details on how payment data is handled.

4.7 Coupons and Discounts. From time to time, we may issue coupon codes or promotional discounts. Coupons are subject to the specific terms stated when they are issued, including any minimum order requirements, expiry dates, and usage limits. We reserve the right to refuse or cancel the use of a coupon if we suspect misuse, fraud, or unauthorised distribution.

5.1 Delivery Times. Estimated delivery times are displayed based on your delivery area. Most orders within central Dar es Salaam are delivered within 2 to 8 hours. Outlying areas may take up to 24 hours. These are estimates only and are not guaranteed. Delivery times may be affected by factors outside our control, including traffic conditions, weather, supplier sourcing delays, and the volume of orders being processed.

5.2 Someone Must Be Present. A person must be available at the delivery address to receive the order. If no one is available when our delivery team arrives, our driver will call you using the phone number provided. If we cannot reach you or arrange delivery within a reasonable time, the order will be returned to our centre of operations. In such cases:

• For perishable goods (fresh produce, meat, fish, dairy): a restocking fee of 50% of the order value may be charged, as these items cannot be resold after leaving temperature-controlled storage.
• For non-perishable goods (dry foods, oils, spices): the order may be rescheduled for delivery at a later time, with an additional delivery fee charge.

5.3 Inspection Upon Delivery. Please inspect your order at the time of delivery. Check that all items are present and in acceptable condition. If any items are damaged, incorrect, or missing, notify the delivery driver immediately or contact us within 2 hours of receiving your order. We may ask you to provide a photo of any damaged or incorrect items. Reports made after 2 hours may not be eligible for replacement or refund.

5.4 Delivery Area Changes. Our delivery zones, fees, and estimated times are subject to change. The delivery fee and estimated time shown at checkout are based on the delivery area you select. If you enter an address that falls outside our standard delivery zones, we will contact you to discuss options.

6.1 Cancellation by You. You may cancel your order at any time before it has been dispatched. To cancel, contact us immediately by phone at +255 768 149 040. Once an order has been packed and assigned to a delivery driver ("dispatched"), cancellation is at our discretion.

6.2 Fresh Produce Disclaimer. Fresh fruits, vegetables, meat, poultry, fish, and seafood are perishable goods. Due to their nature, we cannot accept returns of perishable items after delivery unless they are demonstrably defective — meaning they were already spoiled, rotten, or inedible at the time of delivery, or they do not match what you ordered.

6.3 Defective or Incorrect Items. If you receive an item that is:

• Spoiled, rotten, or inedible: We will provide a full refund for that item or a replacement in the next available delivery slot, at your choice.
• Wrong product: If the item delivered does not match what you ordered (wrong type, wrong cut, wrong brand), we will deliver the correct item at no additional charge or provide a full refund.
• Damaged packaging: If the packaging is damaged such that the product inside is compromised, we will replace or refund the item.
• Missing item: If an item on your order was not delivered, we will either deliver it in a follow-up trip at no charge or provide a full refund for that item.

6.4 Refund Process. Refunds are processed as follows:

• Mobile Money payments: Refunded to the same Mobile Money number used for payment, typically within 1-3 business days.
• Bank Transfers: Refunded to the same bank account used for payment, typically within 3-5 business days.
• Cash on Delivery: Since payment was not collected in advance, refunds for COD orders apply only if you paid and later discovered an issue. We will arrange a Mobile Money refund or cash repayment.

6.5 Non-Refundable Items. Delivery fees are non-refundable once an order has been delivered, except where the delivery failure is our fault (for example, delivery to the wrong address or excessive delay caused by our operations).

7.1 Quality Standards. We take product quality seriously. All fresh produce is sourced daily from Kariakoo Market and inspected before packing. Meat and poultry products are sourced from suppliers holding valid Tanzania Meat Board certifications. Fish and seafood are sourced fresh daily. We maintain temperature-controlled storage to keep perishable items in optimal condition from sourcing to delivery.

7.2 Natural Variation. Fresh produce varies naturally in size, colour, ripeness, and appearance. The weight and unit you order (for example, "1kg" or "1 piece") is what we fulfil. Individual items within that weight may differ in appearance from product images shown on the Platform.

7.3 Storage After Delivery. Once your order is delivered, you are responsible for storing perishable items appropriately. We recommend refrigerating meat, poultry, fish, seafood, and dairy immediately upon receipt. Organa Fresh is not responsible for spoilage that occurs after delivery due to improper storage.

8.1 Our Content. All content on the Platform — including but not limited to text, graphics, logos, button icons, images, product descriptions, software code, and the overall look and feel of the Platform — is the property of Organa Fresh or its content suppliers and is protected by Tanzanian and international copyright and trademark laws.

8.2 Brand Name. "Organa Fresh" and the Organa Fresh logo are trademarks of the business. You may not use these trademarks without our prior written permission.

8.3 Limited Licence. You are granted a limited, non-exclusive, non-transferable, revocable licence to access and use the Platform for your personal, non-commercial shopping purposes. You may not reproduce, distribute, modify, create derivative works from, publicly display, or exploit any content from the Platform without our express written permission.

8.4 User Content. Any feedback, suggestions, reviews, or ideas you submit to us become our property. We may use this feedback for any purpose without compensation to you.

When using the Platform, you agree not to:

• Place fraudulent orders or provide false information.
• Use the Platform for any unlawful purpose or in violation of any Tanzanian law or regulation.
• Interfere with or disrupt the operation of the Platform, its servers, or its networks.
• Attempt to gain unauthorised access to any part of the Platform, other users' accounts, or our internal systems.
• Use automated means (bots, scrapers, crawlers) to access or extract data from the Platform without our permission.
• Upload or transmit viruses, malware, or any other malicious code.
• Harass, abuse, or threaten our staff, delivery drivers, or other customers.

We reserve the right to suspend or terminate your access to the Platform if we determine, in our sole discretion, that you have violated these Terms or engaged in conduct that harms Organa Fresh, our staff, our suppliers, or other customers.

10.1 Platform Role. Organa Fresh acts as an intermediary platform connecting customers with fresh food products sourced from our supplier network. We are not the producer, grower, farmer, fisher, or manufacturer of the products listed. While we take every care to ensure quality, we cannot guarantee the absolute absence of defects in products sourced from third-party suppliers.

10.2 Disclaimer of Warranties. The Platform and all products, services, and content made available through it are provided on an "as is" and "as available" basis, without any warranties of any kind, either express or implied. To the fullest extent permitted by law, Organa Fresh disclaims all warranties, including but not limited to implied warranties of merchantability, fitness for a particular purpose, and non-infringement.

10.3 Cap on Liability. To the maximum extent permitted by Tanzanian law, Organa Fresh's total liability to you for any claim arising out of or relating to your use of the Platform or any products purchased through it shall not exceed the total amount you paid for the specific order giving rise to the claim. In no event shall Organa Fresh be liable for:

• Indirect, incidental, special, consequential, or punitive damages of any kind.
• Loss of profits, revenue, data, business opportunity, or goodwill.
• Any damages arising from events beyond our reasonable control (see Section 11 — Force Majeure).

10.4 Food Safety. We source from licenced and certified suppliers. However, you are responsible for inspecting products upon delivery and for proper storage, handling, and cooking of all food items. Organa Fresh is not liable for illness or injury resulting from improper storage, handling, or preparation of food after delivery.

Organa Fresh shall not be liable for any delay or failure to perform our obligations under these Terms where such delay or failure results from circumstances beyond our reasonable control. Such circumstances include, but are not limited to:

• Acts of God, natural disasters, floods, earthquakes, or extreme weather conditions.
• Acts of war, terrorism, civil unrest, riots, or public disturbances.
• Epidemics, pandemics, or public health emergencies.
• Government actions, changes in law, or regulatory interventions.
• Strikes, lockouts, or other industrial action.
• Failure of utilities, telecommunications networks, or internet infrastructure.
• Supplier failures, market closures, or supply chain disruptions beyond our control.
• Fuel shortages or transportation infrastructure failures.

In the event of a force majeure, we will make reasonable efforts to notify you of the situation and its expected impact on your order. We will work with you to reschedule delivery or provide a refund where appropriate.

You agree to indemnify, defend, and hold harmless Organa Fresh, its owners, employees, delivery personnel, suppliers, and affiliates from and against any and all claims, damages, losses, liabilities, costs, and expenses (including reasonable legal fees) arising out of or related to:

• Your breach of these Terms.
• Your violation of any applicable law or regulation.
• Your misuse of the Platform.
• Any false, inaccurate, or misleading information you provide to us.
• Any dispute you may have with a third party (including payment providers) in connection with your use of the Platform.

The Platform may contain links to third-party websites or services that are not owned or controlled by Organa Fresh — for example, links to our payment partners or social media pages. We have no control over and assume no responsibility for the content, privacy policies, or practices of any third-party websites or services. You acknowledge and agree that Organa Fresh shall not be liable for any damage or loss caused by your use of any third-party content, goods, or services.

We reserve the right to modify or replace these Terms at any time. When we make material changes, we will:

• Update the "Last updated" date at the top of this page.
• Display a notice on the Platform or notify you via SMS for significant changes.

Your continued use of the Platform after any changes to these Terms constitutes your acceptance of the new Terms. If you do not agree to the new Terms, you must stop using the Platform. We recommend reviewing these Terms periodically.

15.1 By You. You may stop using the Platform at any time. If you wish to delete your account and associated data, please contact us. See our Privacy Policy for details on data deletion.

15.2 By Us. We may suspend or terminate your access to the Platform at any time, without prior notice, if we determine that:

• You have breached any provision of these Terms.
• Your conduct could cause legal liability for Organa Fresh.
• You have engaged in fraudulent activity, abusive behaviour, or misuse of the Platform.
• We discontinue the Platform or the services you are using, in whole or in part.

In the event of termination, any orders already placed and confirmed will be fulfilled or refunded at our discretion. Provisions of these Terms that by their nature should survive termination — including but not limited to intellectual property, limitation of liability, indemnification, and governing law — shall survive.

16.1 Governing Law. These Terms shall be governed by and construed in accordance with the laws of the United Republic of Tanzania, without regard to its conflict of law provisions.

16.2 Amicable Resolution. We believe most disputes can be resolved through direct communication. If you have a complaint or dispute, please contact us first at hello@organafresh.co.tz or call +255 768 149 040. We will make every reasonable effort to resolve the matter amicably and promptly.

16.3 Mediation. If we cannot resolve the dispute through direct communication, either party may refer the matter to mediation. Mediation shall be conducted in Dar es Salaam, Tanzania, by a mediator mutually agreed upon by both parties.

16.4 Arbitration. If mediation is unsuccessful, the dispute shall be referred to arbitration in accordance with the laws of Tanzania. Arbitration shall be conducted in Dar es Salaam. The arbitration award shall be final and binding on both parties.

16.5 Court Jurisdiction. If arbitration is not applicable or is unsuccessful, the courts of Dar es Salaam, Tanzania, shall have exclusive jurisdiction over any dispute arising out of or relating to these Terms or your use of the Platform.

17.1 Entire Agreement. These Terms, together with our Privacy Policy, constitute the entire agreement between you and Organa Fresh regarding your use of the Platform and supersede any prior agreements, communications, or understandings — whether written or oral — relating to the subject matter.

17.2 Severability. If any provision of these Terms is found to be invalid, illegal, or unenforceable by a court of competent jurisdiction, that provision shall be deemed severed from these Terms, and the remaining provisions shall continue in full force and effect.

17.3 No Waiver. Our failure to enforce any right or provision of these Terms shall not constitute a waiver of that right or provision. No waiver of any breach of these Terms shall be deemed a waiver of any subsequent breach.

17.4 Assignment. You may not assign or transfer your rights or obligations under these Terms to any other person without our prior written consent. Organa Fresh may assign or transfer these Terms, in whole or in part, without restriction — for example, in connection with a merger, acquisition, or sale of business assets.

17.5 Language. These Terms are written in English. In the event of any translation of these Terms into Kiswahili or any other language, the English version shall prevail.

For any questions, concerns, complaints, or legal notices regarding these Terms and Conditions, please contact us: