Terms of Service
Welcome to Chowmate! These terms govern your use of our platform and services. By using Chowmate, you agree to these terms—let's make sure we're on the same page.
What You Need to Know
We've made our terms clear and straightforward. Here's what matters most.
User Agreement
Clear guidelines on account creation, user responsibilities, and platform usage.
Service Delivery
How we handle orders, deliveries, and ensure quality service for every meal.
Payment Terms
Transparent pricing, payment methods, and refund policies for your protection.
Fair Usage
Rules that protect both users and our community of riders and vendors.
Welcome to Chowmate Technologies Limited ("Chowmate," "we," "us," or "our"). We operate a food delivery platform that connects hungry customers with local restaurants and dedicated riders. By accessing or using our website and mobile application (collectively, the "Platform"), you ("User," "you," or "your") enter into this legal agreement. We know legal documents can feel overwhelming, but these terms protect both you and our community. Take a moment to read through—if anything's unclear, reach out at support@chowmate.app.
1. Acceptance & Modifications
When you sign up, place an order, or simply browse our Platform, you're agreeing to these terms. Think of it as a handshake—we promise to deliver great service, and you agree to use our Platform responsibly.
Important Notes:
- We may update these terms as our service evolves. When we do, we'll notify you through the app
- Continued use after changes means you accept the new terms
- If you don't agree with updates, you can close your account anytime
- Violating these terms may result in account suspension or termination
2. What We Provide
Chowmate is your bridge to delicious meals. We connect you with local restaurants and coordinate professional riders to bring food straight to your doorstep. Here's what you should know:
Our Platform Enables:
- Browsing menus from restaurants in your area
- Placing and tracking food orders in real-time
- Secure payment processing
- Direct communication with customer support
- Order history and favorites management
What We're NOT:
We don't own, operate, or control the restaurants on our Platform. We're facilitators, not food preparers. While we carefully select partners, we can't guarantee the quality, safety, or preparation standards of meals—that's on the restaurants.
3. Account Creation & Responsibilities
Eligibility Requirements
- • Must be 18 years or older
- • Provide accurate information
- • Valid phone number & email
- • Delivery address in our service area
Your Responsibilities
- • Keep login credentials secure
- • Update info when it changes
- • Don't share your account
- • Report suspicious activity
Security Alert: You're responsible for all activity under your account. If your account is compromised, contact us immediately at support@chowmate.app
4. Placing Orders & Delivery Process
When you place an order through Chowmate, you're entering into a binding agreement to purchase those items.
The Order Flow:
- Selection: Browse restaurants and add items to your cart
- Review: Double-check your order, delivery address, and payment method
- Confirmation: Complete payment to finalize your order
- Preparation: Restaurant prepares your meal
- Pickup: Our rider collects your order
- Delivery: Track in real-time until it arrives at your door
Cancellations & Modifications
Once a restaurant begins preparing your order, we can't cancel or modify it. For order issues, contact support immediately—we're here to help make things right.
Delivery Times
Our estimated delivery times (usually 25-35 minutes) are our best predictions. Traffic, weather, and restaurant prep time can affect delivery. We'll keep you updated throughout.
5. Pricing, Payments & Service Fees
Transparent Pricing
Every price you see is in Nigerian Naira (₦) and includes applicable taxes. Your total is always shown before you confirm payment—no hidden surprises.
Your total includes: Food cost + Delivery fee + Service fee (₦100-₦300) + Applicable taxes
Payment Methods
We accept debit cards, bank transfers. All payments are processed securely through trusted third-party providers.
Price Changes
If item prices change after you add them to your cart, we'll notify you before checkout. You'll need to accept the new price to proceed.
Refunds & Issues
Wrong order? Missing items? Report it through the app within 30 minutes of delivery. We'll investigate and process approved refunds within 24 hours.
Important - Refund Policy: All approved refunds are issued as wallet credits to your Chowmate account, not as bank transfers. Wallet credits can be used immediately for future orders on our Platform. We do not process refunds back to your bank account or original payment method.
6. Promotional Codes & Discounts
We love rewarding our loyal customers! When we offer promo codes, here's how they work:
- Use codes only as intended—for personal use, not resale
- One code per order unless stated otherwise
- Codes expire and can't be redeemed for cash
- We reserve the right to cancel fraudulent or misused codes
- Check specific terms for each promotion—they vary
7. Refund & Cancellation Policy
Wallet Credit Refunds Only
All approved refunds are processed exclusively as wallet credits added to your Chowmate account. We do not issue refunds to bank accounts, debit cards, or any original payment methods. This policy applies to all refund scenarios without exception.
When Refunds Are Issued
- Order not received after confirmed delivery
- Incorrect items delivered (wrong food, restaurant error)
- Missing items from your order
- Food quality issues (spoiled, contaminated, or inedible)
- Order canceled before restaurant preparation begins
- Significant delivery delays caused by platform issues
How Wallet Credits Work
- • Instant Availability: Credits are added to your wallet within 24 hours of approval
- • No Expiration: Your wallet balance never expires
- • Full Value: Credits maintain their full monetary value in Naira (₦)
- • Flexible Usage: Use credits across any restaurant or service on our Platform
No Cash or Bank Refunds
Under no circumstances will Chowmate process refunds back to your bank account, debit card, or original payment method. All refunds are final once issued as wallet credits. Wallet credits cannot be converted to cash or withdrawn.
Refund Process Timeline
- Report Issue: Contact support within 30 minutes of delivery via the app
- Provide Evidence: Submit photos or details of the issue
- Investigation: Our team reviews your claim (usually within 2-4 hours)
- Decision: You'll receive approval or denial notification
- Credit Issued: Approved refunds appear in your wallet within 24 hours
8. Acceptable Use & Prohibited Activities
Our Platform is for ordering food, plain and simple. To keep it safe and functional for everyone:
✅ Do This
- • Use the Platform for personal food orders
- • Provide accurate delivery information
- • Report issues promptly and honestly
- • Treat riders and support staff with respect
❌ Don't Do This
- • Share or sell your account
- • Use fake information or multiple accounts
- • Attempt to hack or reverse-engineer our Platform
- • Abuse promo codes or exploit system bugs
9. Intellectual Property Rights
Everything you see on our Platform—the Chowmate name, logo, design, software, and content—belongs to us or our licensors. You can use the Platform for ordering food, but you can't:
- Copy, distribute, or modify our content without permission
- Use our branding for commercial purposes
- Scrape data from our Platform
- Create derivative works based on our Platform
10. Limitations of Liability
Important Legal Notice
While we work hard to provide excellent service, we operate in the real world where things don't always go perfectly. Here's what that means legally:
Platform Availability
We can't guarantee 100% uptime. Maintenance, technical issues, or unforeseen problems may temporarily affect service. We're not liable for losses from Platform downtime.
Food Quality & Safety
Restaurants prepare the food, not us. While we partner with reputable establishments, we can't guarantee food quality, safety, or accuracy of descriptions. Food allergies? Contact the restaurant directly before ordering.
Personal Use Only
Our Platform is designed for personal food orders. Using it for commercial purposes without written permission voids any warranties or guarantees.
11. Your Protection & Our Commitment
As a user, you agree to use our service responsibly. In return, here's what we commit to:
What We Promise
- • Fair treatment of all users
- • Transparent pricing and policies
- • Responsive customer support
- • Secure payment processing
- • Protection of your personal data
What We Expect
- • Honest order information
- • Timely payment for orders
- • Respectful communication
- • Acceptance of deliveries you ordered
- • Accurate delivery addresses
12. Account Termination
You can close your account anytime through the app settings. Your data will be handled according to our Privacy Policy.
We reserve the right to suspend or terminate accounts that violate these terms, engage in fraud, or harm our community. If we terminate your account, we'll notify you and explain why.
13. Governing Law & Dispute Resolution
Jurisdiction
These terms are governed by the laws of the Federal Republic of Nigeria. Any disputes will be resolved in Nigerian courts.
Complaints & Resolution
Got an issue? Contact our support team first at support@chowmate.app or through the in-app chat. We're committed to resolving problems quickly and fairly.
14. Contact Us
Questions about these terms? We're here to help clarify anything that's confusing.
Last Updated: February 2026
Effective Date: Immediately upon publication
Chowmate Technologies Limited © 2026. All rights reserved.