Effective date: 19 Oct 2025
Company: [Company legal name] trading as Pahva (“Pahva”, “we”, “us”, “our”).
Contact: [support@pahva.com], [+255 …], [address].
Pahva is a technology platform that connects customers with independent vendors (restaurants, groceries, pharmacies, shops) and delivery partners, and also enables point-to-point parcel delivery. Except where we expressly state otherwise, Pahva is not the seller, manufacturer, or pharmacy of the items listed. We provide ordering, payment, and logistics coordination and may act as the limited payment collection agent of vendors and/or delivery partners.
By creating an account, placing an order, using the apps/websites, or becoming a vendor/delivery partner, you agree to these Terms, our Privacy Policy, Refund/Cancellation Policy, and Shipping/Delivery Policy (together, the “Policies”). If you do not agree, do not use Pahva.
You must be at least 18 years old (or the age of majority under Tanzanian law).
Keep your login secure; you are responsible for all activity under your account.
We may verify identity and phone/email; you consent to receive OTPs and service messages.
Services are available only within active Zones shown in the app. Operating hours and estimated times are displayed per store and may vary due to traffic, weather, demand, or force majeure.
Your order is an offer to the vendor. Acceptance occurs when the vendor confirms it in the system.
If an item is unavailable, vendors may contact you with a replacement or cancel the item.
Scheduled orders are accepted subject to vendor/driver availability at the scheduled time.
Prices, delivery fees, packaging fees, and platform/service fees are shown at checkout.
We may charge small order fees, busy-time fees, or distance-based fees where applicable.
Payments are processed via integrated payment gateways or Cash on Delivery (where enabled).
For digital payments, Pahva acts as the vendor’s limited payment collection agent; payment to us is a payment to the vendor.
Vendors are responsible for all applicable taxes on sold items. Where required, Pahva may calculate, collect, and remit taxes on behalf of vendors.
You may cancel before a vendor starts preparing or a driver is assigned, at no cost.
If preparation/dispatch has started, a cancellation fee or partial charge may apply.
Refunds are governed by our Refund/Cancellation Policy and may be issued to the original payment method or to wallet balance.
If a delivery cannot be completed due to an incorrect address/phone or failure to receive, re-delivery or return fees may apply.
Risk in goods passes to you on delivery. Title passes from the vendor directly to you.
Please check items on delivery. If an item is missing, damaged, or incorrect, report it through the app within 24 hours with photos; we’ll investigate and resolve per policy.
Prescription-only medicines require a valid prescription upload and any additional verification the dispensing pharmacy requests.
No sale of controlled substances, narcotics, or items prohibited by law.
Advice provided by vendors or within the app is not medical advice; consult a healthcare professional.
Vendors must comply with applicable Tanzanian laws and guidance (e.g., TMDA/Ministry of Health) for dispensing and labeling.
You confirm parcels do not contain prohibited items (weapons, explosives, flammables, corrosives, currency, precious metals/stones, illegal drugs, live animals, human/biological samples, perishable food without proper packaging, or any item banned by law).
Declare accurate size/weight/value; fragile items must be well packed. Drivers may refuse unsafe or non-compliant parcels.
Pahva is not liable for loss/damage arising from improper packaging, inaccurate declarations, or prohibited contents.
Vendors must:
list accurate menus/catalogues, prices, and stock;
comply with food safety, product safety, labeling, and consumer laws;
honor orders accepted;
manage allergens and provide clear warnings;
issue tax receipts where required;
not list counterfeit or illegal products.
Delivery partners are independent contractors. They must hold valid IDs/licenses, comply with traffic & safety laws, keep information confidential, and handle items with care. Pahva may provide route suggestions, which drivers may accept or not at their discretion.
Promo codes and offers are time-limited and subject to change; misuse voids benefits.
Wallet/credit/points (if available) are not legal tender, non-interest-bearing, and may have expiry; they are non-transferable except as permitted in-app.
You may submit fair and lawful reviews. We may remove content that is abusive, false, infringing, or violates privacy.
All app/website content, trademarks, and software are owned or licensed by Pahva. You receive a personal, non-transferable license to use the services. Do not copy, reverse engineer, or use our marks without permission.
Payment gateways, map providers, and communication tools are third-party services. We are not responsible for their interruptions or errors.
To the maximum extent permitted by Tanzanian law, Pahva is not liable for:
vendor product defects, incorrect descriptions, allergens, or quality issues;
delays caused by traffic, weather, or events beyond our control;
indirect, incidental, punitive, or consequential damages.
Our total liability for any claim will not exceed the total amount you paid for the affected order.
You agree to indemnify and hold harmless Pahva, its affiliates, and staff from claims arising from your misuse of the services, breach of these Terms, or violation of laws or third-party rights.
We process personal data as described in our Privacy Policy. By using Pahva you consent to such processing and to necessary communications (OTP, order updates, support).
These Terms are governed by the laws of the United Republic of Tanzania. Courts of Tanzania have exclusive jurisdiction. We encourage resolving issues through in-app support first.
We may update these Terms at any time. Changes take effect when posted in the app/website. Continued use means you accept the updated Terms.
Questions or complaints? Contact [support@pahva.com] or [+255 …].
Office hours: Mon–Sun 08:00–22:00 EAT (unless otherwise noted in the app).
