1.The Agreement
1.1. These Terms and Conditions (“Terms”) govern the relationship between you and Tawi Fresh Kenya Limited (“Tawi”) regarding the purchase of fresh produce and services through the Tawi WhatsApp Platform (“Platform”).
1.2. By using the Platform, you agree to these Terms. If you do not agree, you will not be able to place orders.
1.3. You accept responsibility for paying for all fresh produce and services ordered through the Platform.
1.4. You understand the risks of conducting transactions online and assume these risks voluntarily.
1.5. For any inquiries, please contact us using the details provided on the Platform.
2. Definitions
2.1 “You” means
i. Customer – the person who subscribes to, use, or purchase any products and services or accesses our websites, WhatsApp E-commerce Platform and includes any person who accesses any of the products and services you have subscribed to.
ii. Any agent, dealer and or merchants who has signed this agreement with us and is recognized as a merchant or agent in accordance with any applicable laws or Regulations.
iii. Any supplier who has been contracted by Tawi and executed a Supplier contract.
2.2 “Tawi”: “we” or “us”, “our” and “ours” means Tawi Fresh Kenya Limited
3. Using the Platform
3.1. The Platform facilitates the purchase of fresh produce via WhatsApp. Users must follow the on-screen instructions and provide accurate information on placing the order.
3.2. Tawi reserves the right to refuse service, cancel orders or terminate accounts at its discretion if any misuse or breach these Terms is detected.
3.3. Orders are placed by selecting items from the catalogue on WhatsApp. Once an order is confirmed and processed, modifications or cancellation cannot be made.
4. Orders and Delivery
4.1. Orders are place via the Tawi WhatsApp E -commerce Platform by selecting items from the digital catalogue.
4.2 Tawi is not liable for loss or damage resulting from transactions conducted via WhatsApp.
4.2. You are responsible for ensuring compliance with relevant laws regarding products purchased.
4.3. Orders will be delivered to the address provided during checkout. You will cater for the cost of the delivery.
4.4 All deliveries within Nairobi shall be made within 24 hours after the order has been confirmed.
4.5 Tawi will accept requests on your account until you notify us of any unauthorized access within 24 hours of placing the order
5. Communication
5.1. Upon placing an order, you will receive confirmation messages for each order confirmed and subsequent updates regarding order processing and delivery.
5.2. For any questions, issues, or complaint, please Contact our support team via WhatsApp +254 116 000046 or on our email: Info@tawifresh.com
5.3. We aim to acknowledge complaints within 12 hours and resolve them within 24-48 working hours. If more time is needed, we will provide regular updates.
6. Returns
6.1. You reserve the right to inspect all products upon delivery. If any items are incorrect, damaged, or do not meet your expectations, you must raise the issue at the time of delivery. Returns or replacements will only be accepted in line with our Return Policy. Perishable goods must be reported immediately and may not be eligible for return once accepted.
7. Prohibited Activities
You are prohibited from:
7.1. Promoting and or selling illegal items as per WhatsApp’s Commerce Policy.
7.2. Sharing sensitive personal data (e.g., full payment card numbers) through the Platform.
7.3. Engaging in fraudulent, misleading, or deceptive practices.
7.4. Directly interacting with suppliers/vendors. All communications must conducted through the Platform.
8. Payments
8.1. Payments must be made through authorised channels, either at checkout or upon delivery. Where payment is made on delivery, it must be completed in full before the order is released. We reserve the right to decline future orders from customers who fail to honour payment upon delivery
8.2. All payments must comply with local regulations.
9. Privacy and Data Protection
9.1. Personal data collected through the Platform will be solely for processing transactions and providing customer support.
9.2. Tawi will not share your personal data with third parties without your consent, except as required by law.
9.3. Users must comply with Kenya’s Data Protection Act, 2019, including its regulations. By using this platform, you consent to the lawful collection, use, and processing of personal data and agree to uphold the privacy rights of all individuals, as required under Kenyan law.
10. Termination
10.1. Tawi reserves the right to suspend or terminate access if you violate these Terms.
10.2. Services may be temporarily unavailable for maintenance, with prior notice provided where possible.
11. Amendments
11.1. Tawi may update or amend these Terms from time to time. Any changes will be effective immediately upon posting on the platform.
11.2 Continued use or access of the Platform following such amendments will constitute your acceptance of the updated Terms.
12. Entire agreement
These terms and conditions and our policies shall constitute the entire agreement between you and us in relation to your use of Tawi WhatsApp E-commerce Platform services and shall supersede all previous agreements between you and us in relation to your use of the Tawi WhatsApp E-commerce Platform.
13. Severability
If a provision of these general terms and conditions is determined by any court or other authority to be unlawful and/or unenforceable, the other provisions will continue in effect.13.2 If any unlawful and/or unenforceable provision of these general terms and conditions would be unlawful or enforceable if part of it were deleted, that part will be deemed to be deleted, and the rest of the provision will continue in effect.
14. Governing Law
14.1. These Terms are governed by Kenyan law and construed in accordance with the laws of Kenya.
14.2. Any disputes arising from the use of the Platform will be resolved under the jurisdictions of the appropriate Kenyan Courts..
By using the Tawi WhatsApp Platform, you agree to these Terms. Thank you for choosing Tawi!