1. Welcome to SITÙCKA

These Terms and Conditions (“Terms”) govern access to and use of the SITÙCKA websites, customer apps, vendor dashboards, driver and rider tools, APIs, and related services (together, the “Platform”). The Platform is operated by SITÙCKA (“we”, “us”, “our”).

By creating an account, browsing the site, placing an order, listing products, or accepting a delivery task, you agree to these Terms. If you do not agree, do not use the Platform.

SITÙCKA is a multi-sided city marketplace. We connect customers, restaurant and grocery vendors, parcel senders, delivery drivers, and independent riders. We are not a restaurant, grocer, or courier company ourselves, except where we expressly say so.

2. Who may use the Platform

You must be at least 18 years old (or the age of majority in your country) and able to form a binding contract. Business accounts must be opened by someone authorised to bind that business.

• Customers use the Platform to order food, groceries, send parcels, and pay for eligible services.
• Vendors use the Platform to publish menus or catalogues, accept orders, and receive payouts.
• Drivers and riders use the Platform to receive, accept, and complete delivery tasks.

We may refuse, suspend, or close an account if we reasonably believe these Terms, the law, or another user’s safety is at risk.

3. Accounts and security

You must provide accurate registration details (name, phone, email, and any KYC documents we request for vendors, drivers, or riders) and keep them up to date. You are responsible for all activity under your login, including staff you invite to a vendor account.

Notify us immediately via Help & Support if you suspect unauthorised access. We may require multi-factor checks, document review, or a cooling-off period after suspicious activity.

Do not share passwords, scrape the Platform, create fake accounts, or manipulate ratings, promotions, or GPS data.

4. Orders, prices, and payments

Item prices, taxes, packaging, delivery fees, small-order fees, and promotions are shown before you confirm checkout. Fees may vary by distance, demand, vendor, service type (food, grocery, parcel), and time of day.

Payment methods may include cards, mobile money, wallet balance, and cash on delivery where enabled. By paying, you authorise us and our payment partners to charge the selected method, including adjustments for items that could not be fulfilled.

• Promotional codes are single-use unless stated otherwise, may exclude certain vendors, and can be withdrawn.
• Tips for drivers or riders are optional and are passed through according to the payout rules shown in the app.
• Invoices and receipts are generated electronically. Keep them for your records.

If a charge fails, we may cancel the order, retry the payment, or restrict COD until the balance is cleared.

5. Vendors and catalogue content

Vendors are responsible for the accuracy of names, photos, allergens, prices, stock, opening hours, and preparation times. Food and grocery items must comply with applicable health, labelling, and trading rules in the city of operation.

We may hide, edit, or remove listings that are illegal, misleading, unsafe, or outside a vendor’s approved category (for example alcohol where not licensed). Commission, payout cycles, and visibility rules are described in the vendor agreement and admin settings.

6. Delivery, parcels, and estimated times

Delivery windows are estimates only. Traffic, weather, partner prep time, address quality, and rider availability can change arrival. You agree to keep your phone reachable and to provide a safe, precise drop-off point.

For parcels and errands:

• Do not send illegal, hazardous, perishable-without-agreement, or high-value uninsured items unless the service type explicitly allows them.
• Packaging must protect the contents. We may photograph parcels at pickup and drop-off.
• The recipient may need to present an OTP or ID. Failed delivery attempts can incur a return or waiting fee as shown at booking.

Risk in goods generally passes according to the vendor’s sale terms once handed to the customer, except where consumer law says otherwise.

7. Cancellations, refunds, and complaints

You may cancel while the order is still awaiting vendor or rider acceptance, subject to any fee shown in the app. After preparation or pickup starts, cancellation may be refused or charged.

If an item is missing, wrong, damaged, or unreasonably late, open a complaint from the order screen as soon as possible and keep photos. We may offer a refund, partial credit, replacement, or a goodwill voucher after reviewing vendor and rider evidence.

Refunds are returned to the original payment method or wallet where technically possible. Cash-on-delivery refunds may be issued as wallet credit. Chargebacks opened without first contacting support may lead to account limits.

8. Acceptable use

You must not use SITÙCKA to:

• Order or send illegal goods, weapons, stolen property, or content that exploits minors;
• Harass, threaten, or discriminate against customers, vendors, drivers, or riders;
• Interfere with GPS, ratings, promotions, or another user’s account;
• Copy, resell, or reverse-engineer the Platform except as allowed by law;
• Overload our systems or bypass security or payment controls.

We may involve law enforcement where required.

9. Ratings, reviews, and communications

Reviews must be honest and based on a real order. We may remove fake, abusive, or off-topic reviews. We and vendors may contact you with transactional messages (order status, OTPs, delivery updates). Marketing messages are sent only where permitted, and you can opt out.

10. Intellectual property

The SITÙCKA name, logos, app design, and software are our property or that of our licensors. Vendors retain rights in their own logos and product photos but grant us a licence to display them on the Platform and in marketing of their store.

11. Liability

The Platform is provided on a commercially reasonable basis. To the fullest extent allowed by law we are not liable for indirect, incidental, or consequential losses, lost profits, or data loss. Our total liability arising out of a specific order is limited to the amount you paid for that order (excluding tips), except for death or personal injury caused by our negligence, fraud, or other liability that cannot be limited.

Vendors remain responsible for the food and goods they sell. Drivers and riders remain responsible for how they drive and handle parcels, subject to applicable transport and labour rules.

12. Suspension and termination

You may close your customer account in Settings, subject to open orders and unpaid amounts. We may suspend or terminate access for breach, prolonged inactivity, legal request, or platform risk. Outstanding commissions, COD collections, and wallet balances are settled according to the relevant payout rules.

13. Changes to these Terms

We may update these Terms to reflect new services (for example pharmacy or bakery verticals), fees, or the law. Material changes will be posted on this page and, where appropriate, notified in-app. Continued use after the effective date means you accept the revised Terms.

14. Governing law and disputes

These Terms are governed by the laws of the country in which the relevant SITÙCKA operating entity provides the service to you, unless mandatory consumer law says otherwise. Try to resolve issues first through Help & Support. Unresolved disputes may be brought before the competent courts of that jurisdiction.

15. Contact

Questions about these Terms: use Help & Support in the app, or the support email and phone published in the site footer and Platform Settings.