TERMS AND CONDITIONS

1. Acceptance of Terms

By accessing and using DWOM ("Platform," "we," "us," "our"), you agree to be bound by these Terms and Conditions, our Privacy Policy, and all applicable laws. If you do not agree, do not use this Platform.

2. Eligibility

You must be:

• At least 18 years old
• A legal resident of Ghana
• Able to enter into a binding contract
• Not prohibited by law from using our services

We reserve the right to verify age and eligibility at any time.

3. User Accounts

Registration Requirements:

• You are responsible for maintaining the confidentiality of your account credentials
• You agree to provide accurate, complete information during registration
• You are liable for all activities under your account
• You must notify us immediately of unauthorized access

Account Termination:

We may suspend or terminate your account if you:

• Violate these Terms
• Engage in fraudulent or illegal activity
• Provide false information
• Abuse the Platform or other users

4. Orders and Purchases

Order Placement:

• Orders are submitted subject to acceptance by both merchants and DWOM
• We reserve the right to refuse or cancel any order
• Orders are binding once confirmed by the merchant
• Product availability is not guaranteed

Pricing:

• Prices are in Ghana Cedis (GHS)
• Prices are subject to change without notice
• All prices include applicable taxes unless otherwise stated
• Delivery fees are calculated based on distance and location

Order Confirmation:

• A confirmation email/SMS will be sent after order placement
• Order status updates will be sent via app notifications, SMS, and email

5. Payment

Payment Methods:

• We accept mobile money, credit/debit cards, and bank transfers
• Payments are processed securely through third-party providers
• You authorize DWOM to charge your chosen payment method

Billing:

• You are responsible for all charges to your account
• Failed payments may result in order cancellation
• Refunds (if applicable) will be credited to the original payment method

Disputed Charges:

• Report disputed charges within 30 days of the transaction
• We will investigate and respond within 7 business days
• DWOM is not liable for merchant payment errors

6. Delivery and Delivery Riders

Delivery Service:

• DWOM manages order fulfillment and delivery
• Delivery timeframes are estimates, not guarantees
• We are not responsible for delays due to merchant preparation or traffic
• Delivery is to the address you provided at checkout

Delivery Riders:

• Riders operate as independent contractors
• DWOM is not responsible for rider actions beyond our explicit policies
• Riders are subject to safety and conduct standards
• Report unsafe or inappropriate rider behavior to support@dwom.app

Lost or Damaged Orders:

• Report issues within 24 hours of delivery via the app
• We will investigate and provide compensation if warranted
• DWOM is not liable for merchant packaging quality
• Refunds are at DWOM's discretion after investigation

7. Cancellations and Refunds

Order Cancellation:

• Orders can only be cancelled before the merchant begins preparation
• Cancellation requests must be submitted through the app
• Cancellation fees may apply (displayed before confirmation)
• DWOM processes cancellations within 2-3 business days

Refund Policy:

• Approved refunds are credited to your original payment method
• Refunds are processed within 5-7 business days
• DWOM is not responsible for delays from your financial institution
• Merchants may withhold refunds for items already prepared

Non-Refundable Items:

• Partially consumed or damaged items
• Items not matching the order description due to customer error
• Orders eligible for promotional pricing (if terms specify)

8. Merchant and Product Information

Merchant Responsibility:

• Merchants are responsible for order accuracy and product quality
• DWOM does not guarantee merchant representations
• Merchants are independent third parties, not DWOM employees
• File complaints about merchants directly through the Platform

Product Liability:

• DWOM is not liable for defective, expired, or misrepresented products
• Complaints must be filed within 48 hours of delivery
• Contact the merchant directly for quality issues
• DWOM may escalate complaints to regulatory authorities

9. Subscription

Subscription Plans:

• Weekly, bi-weekly, and monthly subscription options are available
• Subscriptions automatically renew at the end of each billing cycle
• Bonus products are included as specified in your plan

Subscription Changes:

• You can upgrade, downgrade, or cancel anytime
• Changes take effect at the start of the next billing cycle
• No refunds for unused days in the current cycle
• Cancellation via app or email to support@dwom.app

Failed Payment:

• If payment fails, we will retry within 7 days
• If retries fail, your subscription is automatically paused
• Reactivate by updating your payment method
• We are not responsible for service interruptions due to payment failure

10. User Conduct

You agree not to:

• Post illegal, offensive, or inappropriate content
• Harass, threaten, or abuse other users, merchants, or riders
• Engage in fraudulent transactions or payment disputes
• Use automated tools or bots to access the Platform
• Attempt to gain unauthorized access to our systems
• Resell or redistribute our services
• Use the Platform for commercial purposes without permission

Violations:

Violations may result in:

• Content removal or account suspension
• Permanent account termination
• Legal action
• Reporting to law enforcement

11. Limitation of Liability

DWOM's Liability is Limited to:

• Refunds for direct damages caused by DWOM's negligence
• Maximum refund: the order amount plus delivery fee

DWOM is Not Liable for:

• Merchant product quality or accuracy
• Delivery delays or failed deliveries
• Third-party payment processor errors
• Losses due to technical issues or service interruptions
• Indirect, incidental, or consequential damages
• Lost profits or business opportunities
• Rider actions beyond DWOM's explicit policies

12. Intellectual Property

DWOM Content:

• All logos, text, images, code, and design are DWOM's property
• You may not copy, modify, or distribute Platform content
• Unauthorized use is a violation of intellectual property laws

User Content:

• You grant DWOM a non-exclusive license to use your ratings, reviews, and feedback
• DWOM may display your content on the Platform and in marketing
• You retain ownership of your content

13. Disputes and Dispute Resolution

Dispute Reporting:

• Report disputes within 30 days of the incident
• Provide order details, evidence, and explanation
• Submit disputes through the app or email support@dwom.app

Resolution Process:

1. DWOM investigates within 5 business days
2. We contact you with our findings
3. If you disagree, request escalation within 14 days
4. Final decision is made within 30 days of escalation

Unresolved Disputes:

• If unresolved after 30 days, either party may pursue legal action
• Disputes are governed by Ghana law (see Section 14)

14. Limitation Period

You must bring any claim against DWOM within one (1) year of when the claim arose. Claims filed after this period are barred.

15. Changes to Terms

DWOM may update these Terms at any time. Changes take effect when published on the Platform. Continued use after changes constitutes acceptance of the new Terms.

We will notify you of material changes via email or in-app notification when possible.

16. Governing Law

These Terms are governed by the laws of the Republic of Ghana, without regard to conflicts of law principles.

17. Contact Information

For questions or disputes, contact us:

• 📧 Email: support@dwom.app
• 📞 Phone: [Support Number]
• 🌐 Website: [DWOM Website]