Terms and conditions

1. Company Information

Kiboko Coffee Co (Pty) Ltd operates the website kibokocoffeeco.com (the "Site"). We are registered in South Africa and conduct operations from Johannesburg.

Our business encompasses the following channels:

• Direct-to-Consumer (DTC) e-commerce via kibokocoffeeco.com

• Coffee as a Service (CaaS) agreements with offices and corporate clients

• Distributor and wholesale partnerships

• Marketplace sales (Takealot and other platforms)

2. Products and Services

Kiboko Coffee Co offers:

• Specialty coffee beans and ground coffee

• Melt'd by Kiboko craft beverage powders (hot chocolate, chai, freezo, and other blends)

• Coffee equipment and machinery

• Coffee as a Service (CaaS) arrangements for office and corporate clients

• Equipment servicing and maintenance

3. Acceptance of Terms

By placing an order through our site, making a purchase on a marketplace platform, or entering into a service agreement with Kiboko Coffee Co, you agree to be bound by these Terms & Conditions. These terms apply to all customers: retail consumers, corporate clients, distributors, and resellers. If you do not agree to these terms, do not use our services.

4. Orders and Availability

4.1 Order Processing

All orders are subject to acceptance by Kiboko Coffee Co. We reserve the right to refuse or cancel any order, particularly if the product is unavailable, if pricing information is inaccurate, or if payment is declined. Order confirmation is sent via email following successful payment.

4.2 Availability

Product availability is subject to stock. We make every effort to maintain accurate product information on our Sites; however, occasional out-of-stock situations occur. If an ordered item is unavailable, we will notify you and offer either a refund, a substitute product, or a backorder option. Backorders will be fulfilled within a reasonable timeframe or cancelled with a full refund.

5. Payment

5.1 Accepted Payment Methods

We accept the following payment methods:

• Credit/debit cards (Visa and MasterCard) via Yoco

5.2 Payment Security

Payment processing is secured through Yoco (Pty) Ltd, the approved payment gateway for Standard Bank of South Africa. Yoco uses industry-standard SSL encryption. Credit card details are not stored on our servers; they are processed securely on Yoco's platform. For further security details, visit www.paygate.co.za.

5.3 Invoicing

Invoices are issued for all orders. For B2B clients and distributors, invoices are provided separately and payment terms may be negotiated. All prices are quoted in South African Rand (ZAR).

6. Delivery

6.1 Delivery Timeframes

Orders placed before 12h00 on weekdays will be processed and dispatched within 3 to 10 working days, depending on product availability and delivery location. Delivery confirmation will be provided via email with tracking details where applicable.

6.2 Delivery Limitations

We currently deliver within South Africa only. Delivery addresses outside South Africa are not accepted. Delivery address changes are not permitted after an order has been placed and payment received.

6.3 Delivery Channels

Orders are dispatched via Postnet, Courier Guy, or our internal logistics partners. You are responsible for ensuring someone is available to receive the delivery at the address provided. Proof of delivery is obtained via signature.

6.4 Delivery Not Received

If a delivery is not received at the specified address, contact us immediately with your order number. We will investigate with the courier and attempt to locate the package. Liability for lost packages may be limited according to the courier's terms. Reshipment charges may apply if deemed necessary.

7. Damaged or Broken Items

If you receive a damaged or broken item (particularly applicable to glassware and mugs), you MUST note this on the delivery note by signing "GOODS NOT CHECKED" at the time of delivery. This protects your right to claim for damage.

If damage is not noted at delivery but is discovered upon unpacking, contact us within 24 hours with photographic evidence. We will arrange for the damaged item to be returned at our cost and will ship a replacement to you. Alternatively, at our discretion, a full refund may be issued.

8. Returns and Refunds

8.1 Returnable Products

Most products may be returned for credit if you change your mind. The following items are non-returnable:

• Coffee beans and ground coffee

• Opened and used Melt'd by Kiboko beverage powders

• Coffee filters

• Opened and used coffee capsules or pods

• Instant coffee

8.2 Return Window

Returnable products must be returned within 14 days of delivery. Returns must be in unopened, original packaging with all documentation and accessories included.

8.3 Return Process

To initiate a return, contact us via email or WhatsApp with your order number. Ship the item to:

Kiboko Coffee Co

Coffee Collaborative

Johannesburg, South Africa

Return shipping costs are the customer's responsibility unless the return is due to our error or a defective product.

8.4 Refund Processing

Once we receive and verify the returned item, refunds are processed within 5 working days. A 10% handling fee applies to all voluntary returns. Refunds are credited to the original payment method.

8.5 Unavailable Products

If a paid order for an unavailable product cannot be fulfilled, a full refund (with no handling fee) will be issued within 30 days of notification.

9. Wrong or Incorrect Items

If you receive an item different from what you ordered, contact us on the same day of delivery. DO NOT open or consume the item. We will arrange for the incorrect item to be returned at our cost and will dispatch the correct item to you immediately. A replacement will typically arrive within 5 working days.

10. Coffee as a Service (CaaS) Agreements

10.1 Scope

CaaS arrangements provide office and corporate clients with coffee equipment, supply management, and maintenance services on a recurring basis. Terms, pricing, equipment details, and delivery schedules are outlined in individual CaaS agreements.

10.2 Equipment Ownership and Maintenance

Equipment supplied under a CaaS arrangement remains the property of Kiboko Coffee Co unless otherwise specified in the agreement. The client is responsible for reasonable care of the equipment. We provide routine servicing and maintenance as part of the CaaS arrangement. Additional maintenance or repairs due to misuse, negligence, or normal wear beyond expected use may incur additional charges.

10.3 Damage and Liability

Clients are liable for damage to equipment caused by neglect, unauthorized repair, or misuse. Accidental damage within normal operating conditions is covered under the CaaS maintenance terms. Intentional damage or damage requiring replacement voids coverage and will be billed separately.

10.4 Recurring Charges and Payment

CaaS agreements specify monthly or quarterly recurring charges. Payment is typically processed via direct debit on the date specified in the agreement. Late payment of 30 days or more may result in service suspension until the account is brought current.

10.5 Term and Termination

CaaS agreements are subject to a minimum term as outlined in the signed agreement. Termination outside the minimum term may incur penalties. Upon termination, all equipment must be returned within 14 days in clean, functional condition. Equipment not returned will be charged at replacement cost.

11. Distributor and Wholesale Terms

11.1 Eligibility

Wholesale and distributor pricing is available to qualified businesses. All applicants must provide business registration details, tax identification number, and banking information for credit evaluation.

11.2 Pricing and Discounts

Distributor pricing is subject to volume thresholds and competitive terms negotiated between parties. Pricing is not advertised on our Sites and is provided following formal approval. All pricing is confidential.

11.3 Minimum Orders

Distributor accounts may be subject to minimum order quantities or purchase commitments as outlined in the distributor agreement.

11.4 Payment Terms

Distributor payment terms (such as Net 30 or Net 45) are determined on a case-by-case basis and outlined in the formal distributor agreement. All invoices are due on the date specified. Outstanding invoices over 60 days may result in account suspension.

11.5 Intellectual Property

Distributors may not use Kiboko Coffee Co trademarks, logos, or branding without explicit written permission. Use of our branding is limited to facilitating orders and supplying products, and may not be sublicensed or modified.

12. Marketplace Sales (Takealot and Other Platforms)

Sales through third-party marketplaces (such as Takealot) are subject to these Terms & Conditions and additionally to the specific terms and conditions of the marketplace platform. In case of conflict, marketplace platform terms take precedence for transactions conducted through that platform.

13. Intellectual Property

All content on our Sites, including text, images, logos, product photographs, and designs, is the property of Kiboko Coffee Co or licensed to us. You may not reproduce, distribute, or transmit this content without our explicit written permission. Trademarks including Kiboko Coffee Co, Kiboko, Melt'd by Kiboko, and Coffee Collaborative are registered or used under license and may not be used without authorization.

14. Privacy and Data Protection

Kiboko Coffee Co collects and processes personal information in accordance with the Protection of Personal Information Act, 2013 (POPIA). Our separate Privacy Policy details how we collect, use, store, and protect your personal data. By using our Sites or placing an order, you consent to the collection and processing of your information as outlined in our Privacy Policy.

15. Limitation of Liability

To the maximum extent permitted by law, Kiboko Coffee Co is not liable for any indirect, incidental, special, or consequential damages arising from your use of our Sites or products, including loss of profit, data, or business interruption, even if we have been advised of the possibility of such damages. Our total liability for any claim is limited to the amount paid for the product or service in question.

16. Warranties

Products are supplied on an "as-is" basis. We do not provide additional warranties beyond those required by South African consumer protection law. Coffee quality varies by batch and personal preference. We stand behind product freshness and correct specification at the time of shipment.

17. Dispute Resolution

Any disputes arising from these Terms & Conditions or orders placed through our Sites will be resolved through good-faith negotiation. If negotiation is unsuccessful, disputes may be escalated to mediation or arbitration in accordance with South African law. The parties consent to the jurisdiction of the South African courts.

18. Governing Law and Domicilium

These Terms & Conditions are governed by the laws of South Africa. Kiboko Coffee Co. designates the following as its domicilium citandi et executandi for all legal purposes:

Johannesburg, South Africa

19. Variations and Updates

Kiboko Coffee Co reserves the right to modify these Terms & Conditions at any time. Changes will be effective upon posting to our Sites. Continued use of our Sites following any modification constitutes acceptance of the updated terms. We encourage you to review these terms periodically.

20. Contact Information

For questions regarding these Terms & Conditions, to report issues, or for customer support, contact us:

Kiboko Coffee Co

Email: hello@kibokocoffeco.com

Website: kibokocoffeeco.com