Welcome to MetroBites! By accessing or using the MetroBites website and mobile application, you agree to be bound by these Terms and Conditions. MetroBites operates strictly as an online e-commerce marketplace connecting customers with independent restaurant partners and grocery vendors ("Sellers") and independent delivery personnel ("Riders").
1. Payment Flow and Split Settlements All payments made on the MetroBites platform are processed securely via our authorized payment gateway partner, Paystack. To ensure full financial compliance, MetroBites utilizes Split Payments and Sub-accounts. When an order is placed, the customer's funds are instantly and automatically split at checkout: the cost of the food/items is routed directly to the specific Seller's sub-account, while the delivery fee and platform commission are routed to MetroBites. MetroBites does not act as an escrow service and does not indefinitely hold funds on behalf of Sellers or Customers.
2. Vendor KYC and Onboarding Requirements To maintain a safe and high-quality marketplace, all Sellers on the MetroBites platform undergo a strict Know Your Customer (KYC) verification process before their digital storefronts are activated. Sellers must provide valid business registration details, owner contact information, operational licenses, and agree to adhere to our strict food safety, hygiene, and fulfillment guidelines.
3. Shipping and Delivery Information As an on-demand marketplace, MetroBites facilitates hyper-local delivery through independent Riders.
Delivery Areas & Times: We currently operate within Mombasa, specifically serving the Tudor area and immediate surroundings. Standard delivery estimates are between 30 to 45 minutes, though this may vary based on traffic, weather, and restaurant preparation times.
Delivery Fees: Fees are dynamically calculated at checkout based on the exact distance between the Seller and the delivery address.
Handover Protocol: Customers can track their assigned Rider in real-time via the app. Customers must be present at the designated delivery location. If a Rider cannot reach the customer after arriving and waiting for 10 minutes, the order will be marked as "Failed Delivery" and will not be eligible for a refund.
4. Refund and Cancellation Guidelines We strive to ensure every delivery is perfect. If an issue arises, our refund policy applies as follows:
Order Cancellations: Customers may cancel an order through the app without penalty only if the Seller has not yet accepted the order. Once the restaurant has accepted and begun preparing the food, cancellations are no longer permitted.
Eligible Refund Conditions: Customers are entitled to a partial or full refund (or platform credit) if: (a) the wrong items were delivered, (b) specific items were missing from a sealed order, (c) the items arrived severely damaged or spilled, or (d) the order was never delivered.
Refund Process: To request a refund, customers must contact MetroBites Support within 24 hours of the delivery time, accompanied by clear photographic evidence. Once verified, approved refunds are processed back to the original Paystack payment method (M-Pesa or Card). Please allow 3 to 5 business days for funds to reflect in your account.
5. User Responsibilities Customers agree to provide accurate delivery addresses, valid phone numbers, and ensure their payment methods are sufficiently funded before placing an order. Any abuse of the platform, riders, or sellers will result in immediate account termination.
