Shopper Terms

1. About Muwa

Muwa is a WhatsApp-first shopping and delivery service. We help shoppers request items from nearby markets, coordinate order handling, and arrange delivery through available runners.

These Shopper Terms apply when you browse, register, place an order, pay for an order, communicate through Muwa, or receive a delivery through the platform.

2. Eligibility and Account Use

You must provide accurate registration, contact, and delivery information. You are responsible for keeping your account details, WhatsApp access, and payment information accurate and up to date.

• You must use a phone number and delivery details you control.
• You must not impersonate another person or create false shopper accounts.
• You are responsible for instructions sent from your Muwa-linked WhatsApp account.

3. Orders and Delivery Requests

Orders submitted through Muwa are requests for shopping and delivery assistance. Item availability depends on the market, runner capacity, time of day, and coverage area.

• Muwa may reject or cancel requests that fall outside supported markets, delivery zones, or policy limits.
• Order completion times are estimates, not guaranteed delivery deadlines.
• Muwa may contact you for clarification where your request, address, or item details are unclear.

4. Pricing, Fees, and Estimates

Item prices, service fees, and delivery costs may change based on current market conditions, distance, demand, runner availability, traffic, and other operational factors.

• Prices shown before checkout may be estimates.
• If the final cost materially changes, Muwa may request your approval before completing the order.
• You are responsible for reviewing totals before confirming payment.

5. Payments

Payments made through Muwa are processed using supported payment methods and may be held until order completion or cancellation processing is resolved.

• Payment authorization does not guarantee that a runner will be available.
• If payment fails or is reversed, your order may be delayed or cancelled.
• Muwa may pause order progression where payment verification or fraud review is required.

6. Item Availability and Order Changes

Items may be unavailable, substituted, repriced, or partially fulfilled depending on what is available in the market at the time of shopping.

• Muwa may ask you to approve alternatives or changes before final completion.
• If you do not respond in time, Muwa may hold, partially complete, or cancel the affected order based on the circumstances.
• Fresh produce, unpackaged market goods, and similar items may vary in size, weight, and exact appearance.

7. Cancellations and Refunds

Cancellation and refund outcomes depend on the order stage, whether a runner has already been assigned, whether shopping has started, and whether any costs have already been incurred.

Where a full refund is due, Muwa will process it through the original payment flow or wallet flow used by the platform.

8. Delivery, Confirmation, and Support

You may be asked to confirm delivery through a handoff code or other confirmation step. If there is a delivery issue, Muwa may use location updates, chat history, and support tools to resolve it.

• You are responsible for sharing correct delivery directions and availability for handoff.
• If you cannot be reached at delivery time, Muwa may delay, reschedule, or escalate the order to support.
• Support decisions on exceptional delivery cases may require additional review.

9. Acceptable Use

You must not use Muwa for illegal, unsafe, abusive, fraudulent, or prohibited requests.

• Do not request contraband, stolen goods, dangerous items, or items the platform does not permit.
• Do not abuse runners, support staff, or platform systems.
• Do not attempt to move orders, payments, or disputes off-platform to avoid Muwa controls.

10. Privacy and Data Use

Muwa uses order data, chat content, contact information, payment status, and location data to operate the service, provide support, investigate issues, and improve platform reliability.

Please also review the Privacy Policy for more detail on how personal data is handled.

11. Liability and Service Availability

Muwa does not guarantee uninterrupted availability, perfect market pricing, or exact delivery timing. To the extent permitted by law, Muwa's responsibility is limited to direct platform-related loss actually caused by our failure to perform the service properly.

12. Changes and Contact

Muwa may update these terms from time to time. Continued use after an update means the updated terms apply from the effective date shown on this page.

For support, complaints, or legal notices, contact Muwa support through the platform or the contact details provided on the Muwa website.