Terms of Service

1. Acceptance of Terms

By accessing or using the Serenos Daily Dose Watamu website, mobile application, or services, you agree to be bound by these Terms of Service. If you do not agree to all terms and conditions, please do not use our services.

We reserve the right to modify these terms at any time. Changes will be effective immediately upon posting to our website. Your continued use of our services constitutes acceptance of modified terms.

2. Ordering & Payment

2.1 Placing Orders

Orders can be placed through our website, mobile app, or by phone. All orders are subject to availability and confirmation. We reserve the right to refuse or cancel any order for any reason, including but not limited to:

• Inaccurate pricing or product information
• Suspected fraudulent activity
• Technical errors in the ordering system
• Inability to deliver to your location

2.2 Payment Methods

We accept the following payment methods:

2.3 Pricing

All prices are displayed in Kenyan Shillings (KES) by default. Currency conversion may be offered but final charges will be in KES. Prices include all applicable taxes unless stated otherwise. Delivery fees are calculated based on distance and order value.

3. Delivery Policy

3.1 Delivery Area

We currently deliver within Watamu and surrounding areas up to 10km from our restaurant. Delivery to areas beyond this radius may be available upon request with additional fees.

3.2 Delivery Times

• Standard Delivery: 30-45 minutes within Watamu town
• Extended Area: 45-60 minutes for areas outside town
• Peak Hours: Delivery times may be longer during busy periods (Friday-Sunday, 6PM-9PM)

3.3 Delivery Fees

• Orders below KES 1,000: KES 100 delivery fee
• Orders KES 1,000 - 2,000: KES 50 delivery fee
• Orders above KES 2,000: FREE delivery
• Minimum order for delivery: KES 500

4. M-Pesa Payment Terms

4.1 How It Works

When you select M-Pesa as your payment method:

1. Enter your M-Pesa registered phone number
2. You will receive a payment prompt on your phone within 30 seconds
3. Enter your M-Pesa PIN to complete the transaction
4. You'll receive an M-Pesa confirmation message and your order will be confirmed

4.2 Failed Transactions

If your M-Pesa payment fails:

• Your order will not be processed until payment is received
• You may retry the payment or select an alternative method
• If money is deducted but order not confirmed, contact us immediately with your M-Pesa transaction ID

4.3 Refunds to M-Pesa

Refunds for canceled orders will be processed back to your M-Pesa account within 1-3 business days. You must provide the original transaction ID used for payment.

5. Card Payment Terms

5.1 Security

All card payments are processed through secure, PCI-compliant payment gateways. We do not store your full card details on our servers. By using card payments, you agree to the terms of our payment processor.

5.2 Authorization

When you enter your card details:

• Your card will be authorized for the full order amount
• Funds will be held until order completion or cancellation
• We may pre-authorize your card to verify funds before order processing

5.3 Chargebacks & Disputes

If you dispute a charge, please contact us first to resolve the issue. Unauthorized chargebacks may result in account suspension and legal action.

6. Address & Location Requirements

6.1 Required Information

To ensure successful delivery, you must provide:

• Full Name: The name of the person receiving the order
• Phone Number: Active number for delivery updates and contact
• Complete Address: Street name, building name/apartment number, landmark
• Delivery Instructions: Special instructions for finding your location
• Location Pin: Optional but recommended - share your exact location on map

6.2 Accuracy

You are responsible for providing accurate delivery information. If delivery fails due to incorrect address information, you may be charged a redelivery fee or cancellation fee.

6.3 Location Sharing

When you share your location through our app or website:

• Your location is used only for delivery purposes
• Location data is not stored permanently
• You can manually enter your address instead of sharing location

7. Cancellations & Refunds

7.1 Order Cancellation

Before Preparation: Orders can be canceled free of charge within 5 minutes of placement.

During Preparation: Cancellation may incur a 50% cancellation fee if food preparation has begun.

After Dispatch: Orders cannot be canceled once the delivery driver has left the restaurant.

7.2 Refund Policy

• Wrong Items: Full refund or replacement for incorrect items received
• Quality Issues: Refund or credit for unsatisfactory food quality (reported within 1 hour)
• Late Delivery: Partial refund for deliveries over 30 minutes late (at management discretion)
• Non-Delivery: Full refund if order is not delivered

7.3 Refund Processing

Refunds are processed within 3-5 business days using the original payment method:

• M-Pesa: Returns to your M-Pesa account
• Card: Credits back to your card (may take 5-10 business days depending on your bank)
• Cash on Delivery: Credit to your account for future orders or cash refund arranged

8. Privacy & Data Protection

Your privacy is important to us. By using our services, you agree to our data practices as outlined in our Privacy Policy. Key points include:

• We collect only necessary information for order processing and delivery
• Your payment details are processed securely by third-party providers
• We do not sell your personal information to third parties
• You may request deletion of your account and data at any time

For complete details, please see our Privacy Policy.

9. Limitation of Liability

To the maximum extent permitted by law, Serenos Daily Dose Watamu shall not be liable for:

• Indirect or consequential damages arising from use of our services
• Delays beyond our reasonable control (traffic, weather, etc.)
• Food allergies - please inform us of allergies when ordering
• Third-party actions or omissions

Our total liability shall not exceed the total amount paid for your order.

10. Contact Information

For questions, concerns, or complaints regarding these terms, please contact us: