Mbolo Eats Terms of Service
The agreement between you and us when you order food through the Mbolo Eats app.
These terms are a draft
They describe how the Mbolo Eats app actually works, but they have not been reviewed by a qualified practitioner, and the items marked like this are decisions we have not made yet. These terms are a contract: published here for review, and not yet in force.
Who we are and what these terms cover
Mbolo Eats is a food delivery service operating in Cameroon, run by Mbolo Technologies SARL, of registered address. These terms are the agreement between you and that company when you use the Mbolo Eats app to browse restaurants or place an order. Where they say “we” or “us”, they mean that company; “you” means you.
By placing an order you accept these terms. If you do not accept them, do not place an order. How we handle your personal information is covered separately in our Privacy Policy.
Who can use Mbolo Eats
You must be at least 16 to hold an account, and you must be able to receive a delivery at the address you give us.
You need to confirm your email address before you can place your first order. Until you do, you can browse restaurants but checkout will be refused.
Your account
Keep the details on your account accurate — particularly the phone number, because it is how the rider reaches you when they arrive.
Your sign-in is yours. Do not share your password, and tell us promptly if you think someone else has got into your account. Orders placed from your account are treated as yours unless you tell us otherwise.
What we do, and what the restaurant does
Restaurants decide what is on their menu, what it costs, and how it is prepared. We show you those menus, take your order, pass it to the restaurant, and arrange a rider to bring it to you.
confirm whether we sell the food to you or arrange the sale on the restaurant's behalf. This decides who is legally responsible for the food itself, so it needs to be settled before these terms are relied on.
Placing an order
When you check out, your order goes to the restaurant and sits as pending until they respond. Nothing is agreed at that point: the restaurant may not have the dish, or may be too busy to take it on.
Your order is accepted when the restaurant confirms it, and the app moves it to confirmed. From there you will see it move through preparing, on its way, and delivered. If the restaurant cannot take it, the order is cancelled and you are told in the app.
Prices and fees
All prices are in Central African CFA francs (XAF), as shown in the app. Restaurants set the price of each dish, and can change it — the price you pay is the one shown when you check out.
Delivery is charged by distance, at 500 XAF per mile between the restaurant and the address you are ordering to. The app works this out before you confirm, and shows it as a separate line. Your total is the cost of the dishes plus that delivery fee; we do not add a service charge on top.
Because the fee depends on where you are, we cannot price or route a delivery without your location. If you refuse the location permission, you can still browse but not order.
Paying
You can pay in three ways:
- MTN Mobile Money or Orange Money — we send a charge request to your provider using the number you give us, and you authorise it with them. We never see or store your PIN.
- Cash — you pay the rider when your food arrives. Please have the right amount where you can; riders do not always carry change.
We do not accept cards. If a mobile money payment fails, your order will not go ahead, and you are welcome to try again or choose cash.
Delivery and your delivery code
Delivery times shown in the app are estimates, not promises. Traffic, weather and how busy a kitchen is all move them, and we would rather give you a realistic guess than a precise-sounding one we cannot keep.
Every order gets a five-digit delivery code, shown on your order screen. Give it to the rider when they hand over your food; that is how the delivery is recorded as completed. Do not give the code to anyone before the food is in your hands, and never over the phone or by message.
Please be reachable on the number you gave and able to accept the delivery. If the rider cannot reach you, or nobody is at the address, the order may be treated as delivered and set out what happens to the money in that case.
Changing or cancelling an order
The app does not currently let you cancel an order yourself. If you need to change or cancel one, contact us straight away on +44 751 9999500 or support@mbolotechnologies.com. Whether we can stop it depends on how far along the restaurant is.
A restaurant can cancel an order it has taken — if an item runs out, for example. If that happens you are told in the app, and any payment you have already made is set out how and when money is returned.
If something goes wrong with your order
Tell us as soon as you can — the same day, while the facts are fresh and the restaurant still has its records. Send us the order number and, where it helps, a photograph.
set out the refund and redress policy. We keep completed orders for six months, so raise anything you want looked at inside that window.
The food itself
The restaurant prepares your food and is responsible for what is in it, how it is cooked, and how it is packed.
Allergies. The app does not carry allergen information, and we cannot tell you what a dish contains. If you have an allergy or intolerance, contact the restaurant directly before you order. Do not rely on the delivery notes field for this: it is passed to the rider for directions, not read by the kitchen.
Riders
The rider carrying your order sees your name, delivery address, phone number and delivery notes, for that order only. Please treat them courteously. We may refuse service to anyone who abuses or threatens a rider or a restaurant.
What you agree not to do
When using Mbolo Eats, you agree not to:
- Place orders you do not intend to pay for or accept.
- Give a false name, phone number or delivery address.
- Use someone else's account, or let someone else use yours.
- Abuse, threaten or harass restaurant staff, riders or our team, in the app or at the door.
- Try to break into, overload, scrape or reverse-engineer the app or the systems behind it.
- Use the service for anything unlawful.
Availability of the service
We aim to keep Mbolo Eats running, but we do not promise it will always be available. It depends on restaurants being open, riders being on shift, and mobile networks and payment providers working. We may change features, add or remove restaurants, or take the service down for maintenance.
Our responsibility to you
We are responsible for running the service with reasonable care and skill. We are not responsible for things outside our control — a network outage at a payment provider, or a road closed by weather.
set the limits of liability, and any cap. Nothing in these terms removes a right you have under law that cannot be removed by agreement.
Closing your account, and suspension
You can ask us to close your account at any time — see Deleting your account in the Privacy Policy for what happens to your information.
We may suspend or close an account that breaks these terms, or where we reasonably suspect fraud. Where we can, we will tell you why.
Changes to these terms
We may update these terms. If we do, we will change the effective date above and tell you in the app when the change matters. The terms that apply to an order are the ones in force when you placed it.
Governing law and disputes
These terms are governed by governing law, and disputes go before the courts that will hear them. Please contact us first: most problems are quicker to fix directly.
Contact us
Questions about these terms, or about an order:
- Email support@mbolotechnologies.com
- Phone +44 751 9999500
- Post 48 Leasowe Drive, Perton, Wolverhampton, WV6 7TU
We aim to respond within one day.