Terms & Condition
Please read the terms and conditions (“Terms and Conditions”) set out below carefully before ordering any goods or services from this Website. By ordering any Goods or Services from this Website, by phone, or by our mobile applications, you agree to be bound by these Terms and Conditions.
- Introduction
1.1 Jolet International Company Limited (“Jolet”) (146149235) is a limited liability company incorporated and existing under the Laws of the United Republic of Tanzania, with a business address at House No. 26, Kumbukumbu Street, Kinondoni, the owner and operator of superstore.co.tz (“Superstore”)
- Definitions
2.1 “Agreement” refers to this agreement [“Terms and Conditions”]
2.2 “App” refers to the installable mobile application of www.superstore.co.tz;
2.3 “Checkout” refers to completion of the cart checkout process on our App/Website that results in an Order confirmation;
2.4 “Customer” refers to any person, firm, company or body registered or not registered with Superstore to place an Order on the Website and/or App;
2.5 “Delivery” refers to goods and any form of delivery service;
2.6 “Goods” means the consumer products which are on sale, including but not limited to groceries, electronics, perfumes, watches and other products for consumer use and / or consumption and which are made available through the Platform.
2.7 “Logistic Agent” refers to any third-party individual rider or rider company engaged by the Company to provide delivery service;
2.8 “Opening Hours” means any time and day during which a Premise is open to the general public;
2.9 “Platform” means www.superstore.co.tz, an internet domain property registered under Superstore’s name and any mobile or web application providing access to the same;
2.10 “Privacy Policy” means the agreement as displayed on this site, governing how we collect and store data;
2.11 “Service” or “Services” refers to which we may supply and you may request from our Website or App;
2.12 “Service Fee” refers to the delivery charges and shopper fees that you will be charged upon placing an Order with Superstore;
2.13 “Total Bill” refers to the total price for Delivery, Goods or Services ordered, including any other charges or taxes, that shall be charged to you upon completion of your order and/or Delivery;
2.14 “We”, “Us”, “Our”, “Superstore”, all reference to the company;
2.15 “Website” refers to www.superstore.com or any subdomain thereof on which we offer our Goods and Services
2.16 “You”, “Your”, “Yours” refer to you, the person accessing this Website or App to order Goods and Services from the Website or App or any other way to order from Superstore;
- Ordering
3.1 For the Supply of Goods and Services from this Website any contract is between you and Superstore. You agree to provide us with the correct required information and warrant that the provided information is correct and complete during the time of order. You also warrant that the mobile money account and credit or debit card details that you provide are for your own mobile money account or credit or debit card and that you have sufficient funds to make the payment.
3.2 We reserve the right to cancel your Order and/or deny you access to our services should any of the required information be found to be incomplete and/or invalid and/or for any reason at any time. This is done at our sole discretion and reasons need not be assigned. You fully agree and understand that your remedy as a Customer in the event of any cancellation is the refund of the amount paid by you in respect of such cancelled transaction. Superstore shall not be responsible for additional compensation and you shall have no right to insist on the completion of your Order and/or delivery of the Order.
3.3 The Goods delivered are for your use.
3.4 You warrant that you are at least 18 Years of age when you order any Goods or Services through this website; you agree to present valid identification, if requested during delivery, to prove you’re the one who ordered the goods.
3.5 When ordering from this Website you may be required to provide an email address and password. You must ensure that you keep the combination of these details secure and do not provide this information to a third party.
3.6 Only one (1) Superstore account is allowed for each registered phone number. Additional accounts may be allowed at our discretion. Furthermore, the number of devices you may use to log into your Superstore account may also be subject to limitations.
3.7 Superstore has absolute discretion and rights to refuse registration of any account and to terminate the registration of any account for any reason whatsoever.
3.8 We consider the following actions as wrongful use of Superstore account, including but not limited to:
ⅰ. Usage of account for any illegal activities in accordance to the laws of the United Republic of Tanzania; and/or
ii. Creation of account on behalf of another person or entity without their authorization.
3.9 In the event that: (ⅰ) our systems detect multiple accounts being linked to your phone number; (ii) wrongful use of Superstore accounts; (iii) payment methods that we deem suspicious; (iv) multiple instances of payment failure; or (v) any of the information given is incomplete, invalid, false or wrongful, we reserve the right to:
ⅰ. Cancel any of your current or future Orders;
ii. Immediately terminate your access to our Services without further reference to you;
iii. Suspend your Superstore account and/or payment accounts indefinitely; and
iv. Immediately cease all further communication with you.
3.10 We shall not be held liable to you for any losses (monetary or otherwise), liabilities, costs, damages, charges or expenses arising out of the actions or consequences stated in Clause 3.9.
3.11 We will take all reasonable care, in so far as it is in our power to do so, to keep the details of your order and payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorized access to any data you provide when accessing or ordering from the Website.
3.12 We reserve the right to set limits for quantity of items that you may order (this can refer to (ⅰ) the total amount of items in your order; and/or (ⅱ) quantity available for purchase for each individual item published in our Website or App). If the quantities of your Order exceed either of these limits, we reserve the right to amend or cancel your Order. We will endeavor to inform you in advance in the event we are unable to deliver your Order due to these limits.
3.13 We will deliver strictly based on the item’s quantities indicated in your checked-out cart. Any variation of the quantities mentioned via any other form of communication (including but not limited to message to shopper and/or driver notes or live chat) will be disregarded.
- Prices and Payment
4.1 For the Supply of Goods and Services from this Website any contract is between you and Superstore. You agree to provide us with the correct required information and warrant that the provided information is correct and complete during the time of order. You also warrant that the mobile money account and credit or debit card details that you provide are for your own mobile money account or credit or debit card and that you have sufficient funds to make the payment.
4.2 All prices are set by Superstore on the Website or App. We reserve the right to change these prices at any time. Prices are inclusive of the relevant sales tax. We also reserve the right to alter the Goods or Services available for sale on the Website and to stop listing, Goods or Services at any time we think fit.
4.3 Your Total Bill may be varied from the guide price initially displayed on the Website or App when you placed your Order. This difference of price can be due to one or more of the following reasons:
ⅰ. Technical errors – Should pricing discrepancies due to technical errors occur, we reserve the right to amend your Order and/or your Total Bill (including but not limited to changing the affected item’s price to the correct price). We will endeavor to communicate with you regarding such price changes before the completion of your Order.
4.4 All prices for delivery by Superstore or a third-party provider assigned by Superstore listed on the Website are correct at the time of publication, however, we reserve the right to alter these in the future.
4.5 The total price for Goods and Service Fee, including other charges (if any), will be displayed on the Website or App when you place your order at the check-out process. The Final Bill may change due to the reasons listed in 4.3 and / or due to rejections during the delivery confirmation process. Payment has to be made by the following methods, e.g. cash on delivery, mobile money and credit or debit card payment.
4.6 We do provide receipts for your Order. A digital order confirmation and/or payment tax receipt will be sent to you upon completion of your Order.
- Delivery Policy
5.1 Delivery periods quoted at the time of ordering are approximate only and may vary. Goods will be sent only to the address provided by you in the ‘Delivery Address’ section before completion of your payment in the checkout cart. Addresses added in either Shopper or Driver Notes or live chat will be considered as invalid and will not be eligible for any deliveries. Customers are not allowed to change the delivery address after the Order is confirmed. Please note that delivery address inaccuracies and/or discrepancies may result in order cancellation. Superstore delivery service is available in selected areas with the exception of Kigamboni, Kivule, Chanika, Pugu and Kisarawe. We shall reserve our rights to inform you earlier and to cancel your Order if we are unable to deliver to your location.
5.2 The delivery period is 1-2 hours timeframe for groceries. There is a limited number of slots available in each delivery period, meaning that we cannot guarantee that you will be able to get your order delivered at your desired delivery period and/or within the delivery timeframe.
5.3 Delivery hours are from 9am to 7pm Sunday to Friday. Our office is closed on Saturday.
5.4 Delivery is free in all areas of Dar es Salaam with the exception of Kigamboni, Kivule, Chanika, Pugu and Kisarawe, however, we reserve the right to alter these and/or delivery charges in the future.
5.5 Superstore may employ third party logistic agents to ensure delivery of Goods and Services. We will take great care to ensure that delivery is done in the set timeframe; however, we will not be liable for any loss caused to you by late delivery. If the goods are not delivered in the timeframe set or for any other inquiry regarding delivery, please contact us through the numbers or email address available on the Website and App.
5.6 Our riders will only wait for twenty (20) minutes once they arrive at your selected delivery address. If you are unable to collect your Goods and/or refuse/delay/fail to respond to our communications regarding Goods collection within this time-frame, the Order will be classified as a ‘failed delivery’ and the rider will return to our office with all the items. The order delivery will be pending and re-delivered at an extra cost after communications with you.
5.7 We always reserve the rights to deliver your Order only to the main entrance of your delivery address (such as house, office, the lobby of your apartment or condominium).
5.8 Please note that it may be impossible to deliver to some locations like Kigamboni, Kivule, Chanika, Pugu and Kisarawe. In this case, we will inform you beforehand and cancel your order.
5.9 For the purposes as described in Article 5 herein, you understand, agree, and give consent that Superstore may provide your delivery address to third party as our logistic partner to perform the delivery of Goods.
5.10 If there are discrepancies in your Total Bill (i.e. you paid for an item that you did not receive), you may report the incident immediately to the rider and to our office by reaching out to our customer service department. We will review your claim and at our sole discretion we will provide you with a refund or voucher code worth the total sum owed to you.
- Cancellation
6.1 We may cancel order if the product is not available for any reason. We will notify you via your phone number or email address and refund you. In case that we have charged your credit card or debit card, the refund process will take approximately 5-7 working days and the refunded amount will show up on your bank statement depending on your bank issuer processing time.
6.2 Once you have paid and/or the processing of your order has begun, for technical reasons you cannot cancel the order.
- Returns and Refund Policy
7.1 Refund will be made to all paid orders cancelled by us, products returned by a customer and to products ordered that are not available. Products returned will be checked to see if they are unopened, unused, undamaged, if they are truly ours and have proof of purchase (tax receipt), once that’s confirmed a full refund will be processed.
7.2 If a product checked will be found to be a fraud product, used, opened, damaged and/or with no proof of purchase, then the product will be returned to the customer and no refund will be provided.
7.3 Products can be returned within two (2) days after delivery for home essentials and within 24 hours for Dubai products.
7.4 The refund of paid orders cancelled by us, products returned by a customer and ordered products that are not available will be made through mobile money account or credit or debit card depending on the mode used by customer to make payment:
(i) Payment via credit card or debit card
We will notify you via email or SMS on the approval of refund and you are advised to check with your issuer bank on the status of refund (each issuer bank will have different time period to reflect the refund sum in the bank account/ statement).
(ii) Payment via Mobile Money Account
We will notify you via email or SMS on the approval of refund and the amount will be returned to your mobile money account.
7.5 Once the return is approved, a refund will be processed to your mobile number or bank account within 24 hours.
7.6 All refunds for orders will be processed net of discount. For example, if you used a 10% discount voucher for your order, and the paid order cancelled by us, product returned by a customer or the item unavailable has an original price of 5,000 Tshs, your final refund amount for the item will be 4,500 Tshs.
- Information
8.1 Where we have requested information from you to ensure Delivery, you agree to provide accurate and complete information.
8.2 You authorize us to use, store or otherwise process your personal information in order to provide the Delivery of Goods or Services to you and for marketing and credit control purposes (the “Purpose”). The Purpose may include the disclosure of your personal information to selected third parties from time to time where we need to provide in order to complete the service to you or for marketing purpose, or where this is required by law or in order to provide the Goods or Service to you. More information can be found in our Privacy Policy.
8.3 You agree to authorize us to use, store or otherwise process your personal information in order to prevent any fraud in transactions and using the services. This may include the disclosure of your personal information to selected third parties from time to time where we believe that the services offered by such third parties may be of interest to you and Superstore in providing our services.
- Linked Sites
There may be a number of links on our Website to third party Websites which we believe may be of interest to you. We do not represent the quality of the Goods or Services provided by such third parties nor do we have any control over the content or availability of such sites. We cannot accept any responsibility for the content of third-party Websites or the Services or Goods that they may provide to you.
- Complaints
We take our customers’ complaints very seriously and aim at responding to your complaints as soon as possible. All complaints should be addressed to support@superstore.co.tz or call customer service through the numbers available on our Website or App (0746918825).
- Limitation of Liability
11.1 We try very hard to ensure that the information on this Website or App is correct and error free at all times. Despite our best efforts, we cannot warrant that the Website or App will always be error free and that use of it will be fit for purpose, timely and that defects will be corrected, and that the site or the server that makes it available are free of viruses or bugs or represents the full functionality, accuracy, reliability of the Website and we do not make any warranty whatsoever, whether express or implied, relating to fitness for purpose, or accuracy. We apologize for any inconvenience caused.
11.2 By accepting these terms of use you agree to relieve us from any liability whatsoever arising from your use of information from any third party, or your use of any third-party website.
11.3 We disclaim any and all liability to you for the supply of the Delivery, Goods and Services to the fullest extent permissible under applicable law. This does not affect your statutory rights as a consumer. If we are found liable for any loss or damage to you such liability is limited to the amount you have paid for the relevant Goods or Services. We cannot accept any liability for any loss, damage or expense, including any direct or indirect loss such as loss of profits to you, howsoever arising. This limitation of liability does not apply to personal injury or death arising as a direct result of our negligence.
11.4 We do not accept any liability for any delays, failures, errors or omissions or loss of transmitted information, viruses or other contamination or destructive properties transmitted to you or your computer system via our Website or App.
11.5 We shall not be held liable for any failure or delay in performing Services or delivering Goods where such failure arises as a result of any act or omission, which is outside our reasonable control such as all overwhelming and unpreventable events caused directly and exclusively by forces of nature that can be neither anticipated, nor controlled, nor prevented by the exercise of prudence, diligence, and care, including but not limited to: war, riot, civil commotion; compliance with any law or governmental order, rule, regulation or direction and acts of third parties.
11.6 If we have contracted to provide identical or similar order to more than one Customer and are prevented from fully meeting our obligations to you by reason of an Event of Force Majeure, such as war, riots, fire, flood, hurricane, typhoon, earthquake, lightning, explosion, strikes, lockouts, slowdowns, prolonged shortage of energy supplies, and acts of state or governmental action prohibiting or impeding us from performing our respective obligations under the contract, we may decide at our absolute discretion which orders we will fill and to what extent.
11.7 The products sold by us are provided for private domestic, business and consumer use. Accordingly, we do not accept liability for any indirect loss, consequential loss, loss of data, loss of income or profit, loss of damage to property and/or loss from claims of third parties arising out of the use of the Website or App or for any products or services purchased from us.
11.8 We have taken all reasonable steps to prevent Internet fraud and ensure any data collected from you is stored as securely and safely as possible. However, we cannot be held liable in the extremely unlikely event of a breach in our secure computer servers or those of third parties.
11.9 In the event we have a reasonable belief that there exists an abuse of vouchers and/or discount codes or in suspected instances of fraud, Superstore may cause the shopper (or customer) to be blocked immediately and reserves the right to refuse future service. Additionally, should there exist an abuse of vouchers or discount codes, we reserve the right to seek compensation from any and all violators.
- General
12.1 All prices are in Tanzanian Shillings (TZS); Applicable taxes are included where indicated.
12.2 We may subcontract any part or parts of the Services or Goods that we provide to you from time to time and we may assign or change any part or parts of our rights under these Terms and Conditions without your consent or any requirement to notify you.
12.3 We may alter or vary the Terms and Conditions at any time without notice to you.
12.4 You are not allowed to use or launch any automated system or program in connection with our Website or App or its online ordering functionality.
12.5 You may not collect or harvest any personally identifiable information from the Website or App, use communication systems provided by the Website or App for any commercial solicitation purposes, solicit for any reason whatsoever any users of the Website or App with respect to their submissions to the Website or App, or publish or distribute any vouchers or codes in connection with the website, or scrape or hack the Website or App.
12.6 The Terms and Conditions together with the Privacy Policy, any order form and payment instructions constitute the entire agreement between you and us. No other terms whether expressed or implied shall form part of this Agreement. In the event of any conflict between these Terms and Conditions and any other term or provision on the Website or App, these Terms and Conditions shall prevail.
12.7 If any term or condition of our Agreement shall be deemed invalid, illegal or unenforceable, the parties hereby agree that such term or condition shall be deemed to be deleted and the remainder of the Agreement shall continue in force without such term or condition.
12.8 These Terms and Conditions and our Agreement shall be governed by and construed in accordance with the laws of the United Republic of Tanzania. The parties hereto submit to the construed exclusive jurisdiction of the courts of the United Republic of Tanzania.
12.9 No delay or failure on our part to enforce our rights or remedies under the Agreement shall constitute a waiver on our part of such rights or remedies unless such waiver is confirmed in writing.
12.10 These Terms and Conditions and a contract (and all non-contractual obligations arising out of or connected to them) shall be governed and construed in accordance with the United Republic of Tanzania Laws. Both we and you hereby submit to the non-exclusive jurisdiction of the United Republic of Tanzania Courts. All dealings, correspondence and contacts between us shall be made or conducted in the English and Kiswahili language.
12.11 No delay or failure on our part to enforce our rights or remedies under the Agreement shall constitute a waiver on our part of such rights or remedies unless such waiver is confirmed in writing.
12.12 If a conflict between the English version and Kiswahili version of the Terms and Conditions appears on the Website or App, the English version shall prevail.
12.13 We strive to ensure that all our employees, partners, business affiliates and/or Independent Contractor (“Team”) are treated with dignity and respect. If we have reasonable belief that you are involved in behaviors or actions towards our Team that we deem unacceptable (including but not limited to rude, abusive or aggressive manners of communication and threats to their physical state, property or reputation), we reserve the right to immediately cancel all of your current and future orders, terminate all communication with you and prohibit you from our services.
12.14 If we receive from you continuous and/or multiple requests that we deem unreasonable (i.e. requests for extension of promotion periods, demands for refunds or provision of voucher code worth the total sum owed to you without provision of proof), we reserve the right to terminate your Superstore account and deny you access to our services.
- Promotions
13.1 Vouchers
13.1.1 We reserve the right to limit voucher usages per customer.
13.1.2 The voucher code is required to be added on the checkout page before submitting order only.
13.1.3. Vouchers cannot be exchanged for cash.
13.1.4. The promotion cannot be used in conjunction with other promotions.
13.1.5. Superstore reserves the right to cancel any order which is not consistent with the conditions determined by the company, as well as reserves the right to change the promotion conditions without prior notice. In the case of a dispute, the decision of the company is deemed final.
13.1.6 Offers, promotions and incentives are subject to our absolute discretion and may be modified and / or withdrawn at any time and without notice.
13.2 Buy X get X Promo.
13.2.1. The promotion is valid until stocks in stores last.
13.2.2. We reserve the right to cancel out of stock items without prior notice.
13.2.3. The promotion is valid for same day delivery only.