Terms & Conditions

Introduction

These Terms and Conditions govern your use of the Shushu’s website, online ordering system, WooCommerce checkout, WhatsApp ordering, delivery services and related customer interactions.

By accessing our website, placing an order or using our services, you agree to these Terms and Conditions.

If you do not agree with these terms, please do not use the website or place an order.

About Shushu’s

Shushu’s is an African cuisine restaurant based in Nairobi, Kenya. We prepare and sell fresh African meals including signature soups, rice dishes, sides and add-ons for home and office delivery.

Our menu may include Tilapia Pepper Soup, Goat Pepper Soup, Jollof Rice, Okra Soup, Swallow, Extra Meat and other meals that may be added from time to time.

Website Use

You agree to use our website only for lawful purposes. You must not:

  • Misuse the website.
  • Attempt to hack, damage or interfere with the website.
  • Submit false information.
  • Place fraudulent orders.
  • Use another person’s details without permission.
  • Attempt to disrupt checkout, payment or delivery operations.
  • Copy website content without permission.
  • Use the website in a way that harms Shushu’s, its customers or service providers.

We reserve the right to block, cancel or reject orders where we suspect misuse, fraud or abuse.

Product Information

We aim to ensure that food descriptions, images, prices and availability are accurate. However:

  • Food images may be for presentation purposes.
  • Actual meals may vary slightly in appearance.
  • Packaging may vary depending on availability.
  • Menu items may be unavailable from time to time.
  • Prices may change without prior notice.
  • Ingredients may vary depending on supply and preparation requirements.
  • Portion sizes may vary slightly due to the nature of food preparation.

We will make reasonable efforts to inform customers if an ordered item is unavailable.

Orders

You may place orders through:

  • Our website.
  • WhatsApp.
  • Uber Eats.
  • Glovo.
  • Other approved channels we may introduce.

When placing an order, you must provide accurate:

  • Name.
  • Phone number.
  • Delivery address.
  • Order details.
  • Delivery notes.
  • Spice preferences.
  • Payment information where applicable.

Shushu’s is not responsible for delays or failed deliveries caused by incorrect, incomplete or unreachable customer details.

Order Acceptance

An order is considered received when it is submitted through the website or confirmed through an approved ordering channel.

However, we reserve the right to accept, reject or cancel an order if:

  • The item is unavailable.
  • The delivery location is outside our service area.
  • The customer provided incorrect information.
  • The order appears fraudulent.
  • We are unable to contact the customer.
  • There are operational delays or emergencies.
  • The order cannot be fulfilled for any reasonable business reason.

If an order is rejected or cancelled, we will make reasonable efforts to notify the customer.

Prices

All prices are listed in Kenya Shillings unless stated otherwise.

Prices may include or exclude delivery fees depending on the checkout setup, delivery platform or selected ordering channel.

Delivery platform prices on Uber Eats or Glovo may differ from website prices due to platform charges, promotions, commissions or delivery fees.

We reserve the right to update menu prices at any time.

Payment

For now, website orders are paid on delivery via M-Pesa.

When your food arrives, you will be required to pay using the M-Pesa payment details provided by the rider or restaurant representative.

Your order will be handed over once payment is confirmed.

Online payment before delivery will be available soon.

If future online payment methods are introduced, they will be subject to the terms of the relevant payment provider.

Delivery

Delivery is available within selected areas in Nairobi.

Delivery times are estimates and may be affected by:

  • Distance.
  • Traffic.
  • Weather.
  • Order volume.
  • Rider availability.
  • Address accuracy.
  • Building access.
  • Security checks.
  • Unexpected operational delays.

We will make reasonable efforts to deliver within the stated timeframe, but delivery times are not guaranteed.

Customer Availability

Customers must be reachable using the phone number provided at checkout. If the rider cannot reach you, delivery may be delayed, cancelled or returned.

If the rider arrives and you are unavailable, you may still be responsible for the order cost and any delivery-related charges.

Food Allergies and Dietary Requirements

Customers are responsible for informing us of allergies, intolerances or dietary restrictions before placing an order.

While we take reasonable care during preparation, our kitchen may handle common allergens and ingredients that may include fish, meat, spices, vegetables, oils, grains and other food products.

We cannot guarantee that meals are completely free from allergens or cross-contact.

If you have a serious allergy, please contact us before ordering.

Non-Chilli Options

Non-chilli options may be available for selected meals. Customers should indicate this preference when ordering.

We will make reasonable efforts to prepare meals according to your preference, but spice levels may vary due to the nature of cooking and ingredients.

Order Changes

If you need to change an order, contact us immediately through the available support channel.

Changes are only possible if preparation has not started. Once food preparation has begun, changes may not be possible.

Cancellations

You may request cancellation shortly after placing an order. However, because our food is prepared fresh, cancellation may not be accepted once preparation has started.

If cancellation is accepted, we will confirm this with you.

If an order is already prepared or dispatched, you may still be required to pay for it.

Refunds and Replacements

Refunds or replacements may be considered where:

  • The wrong item was delivered.
  • The order was missing an item.
  • The food was damaged during delivery.
  • The food quality issue is reported promptly.
  • The order could not be fulfilled after payment.
  • There is a clear error caused by Shushu’s.

Refunds or replacements may not be approved where:

  • The customer provided incorrect delivery details.
  • The customer was unavailable.
  • The customer changed their mind after preparation.
  • The food was consumed substantially before a complaint was made.
  • The complaint is made too late for reasonable verification.
  • The issue was caused by a third-party delivery platform outside our control.

Please report any issue as soon as possible and provide your order number, photos where applicable and a clear description of the problem.

Third-Party Platforms

Orders placed through Uber Eats, Glovo or other third-party platforms may be subject to the terms, refund rules, delivery policies and fees of those platforms.

For platform-related refunds, rider issues, payment issues or app disputes, customers may need to contact the relevant platform directly.

Intellectual Property

All website content, including the Shushu’s name, logo, graphics, food photography, packaging designs, text, icons, patterns and brand materials, belongs to Shushu’s or its authorised owners.

You may not copy, reproduce, modify, distribute or use our brand assets without written permission.

Limitation of Liability

To the fullest extent permitted by law, Shushu’s will not be liable for indirect, incidental or consequential losses arising from use of the website, delays, delivery issues, platform downtime or circumstances beyond our reasonable control.

Nothing in these terms excludes liability where it cannot legally be excluded.

Changes to These Terms

We may update these Terms and Conditions from time to time. Updated terms will be posted on this page with a revised date.

Continued use of the website after updates means you accept the revised terms.

Contact

For questions about these Terms and Conditions, contact:

Shushu’s
Email: sales@shushupeppersoup.co.ke
Location: Nairobi, Kenya.