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Terms of Service

Richmart Supermarket Online Platform
Last updated: 31 October 2026

1. About these terms

These terms govern your use of richmart.co.ke (the “Platform”), operated by Richmart Supermarket Limited (“Richmart”, “we”, “us”) of the Eagle Plains Estate Commercial Centre, [town / county]. By creating an account or placing an order you agree to them. If you do not agree, please do not use the Platform. Our Privacy Policy explains how we handle personal data and forms part of these terms.

You must be 18 or over, or use the Platform under the supervision of an adult in your household.

2. What the Platform does

The Platform lets residents of the areas we serve browse Richmart’s products, place orders, and have them prepared and delivered by Richmart staff. Richmart is a physical supermarket; the Platform is another way to shop with us, not a separate marketplace.

Delivery is available to [Eagle Plains Estate and the other estates listed on the Platform]. We may add or remove areas at any time.

3. Your account

  • You sign up with your name, mobile phone number, estate and house number. There is one account per phone number, and one per house in an estate.
  • Please give accurate details and keep them up to date.
  • New accounts are reviewed and activated by our staff before you can order [confirm this matches current behaviour]. We may call you to verify your details, and we may decline or suspend an account if details cannot be verified or we suspect misuse.
  • The Platform has no password. You sign in with your phone number and house number, so please keep them private. You are responsible for orders placed through your account. Tell us promptly if someone else is using your details.
  • Your account is personal and may not be transferred.
  • You may ask us to close your account at any time.

4. Products, prices and availability

  • The Platform is not connected to our in-store stock and pricing system. Availability and prices shown may be out of date.
  • Prices are in Kenyan shillings [inclusive of VAT where applicable]. Prices may change. The price confirmed when we process your order is the price that applies. If a change affects your order, we will tell you the updated total before delivery and you may accept or cancel the affected items before we dispatch.
  • Our staff may adjust prices on your order while processing it. Every adjustment is recorded.
  • Photos are illustrative. Brands, packaging and sizes may vary. Fresh produce and items sold by weight are approximate until prepared, and the final amount is based on actual weight.
  • Product information such as ingredients and allergens comes from manufacturers’ labels. See section 14.

5. Placing an order

  • Your order is an offer to buy. We accept it when we confirm and prepare it.
  • We may decline or cancel an order if an item is unavailable, a price or description is wrong, the address is outside our delivery area, your account is not verified, or we suspect fraud or misuse. If we cancel an order you have already paid for, we will refund you in full.
  • You can follow your order’s progress in your order history and through notifications.
  • Freshly prepared foods such as chips and shawarma are made to order by our preparation team and may take longer than packaged items.
  • Please check your order summary before confirming. Contact us quickly if you need to change something.

6. Substitutions and partial fulfilment

Stock can run out between the time you order and the time we prepare your order. So that this does not ruin your shopping:

  • At checkout you choose whether to allow substitutions.
  • If an item is unavailable and you allowed substitutions, we may offer a comparable replacement. You will see the replacement and any price difference in your order, and you can accept or reject it. After 10 minutes we will proceed with the replacement / remove the item.
  • If you did not allow substitutions, we remove the unavailable item and adjust your total.
  • If only part of a quantity is available, we supply what we can and adjust the total. Your order history shows what was fulfilled.

Your total is recalculated for substitutions, removals and partial quantities, and you pay only for what is delivered, at the final confirmed amount.

7. Payment

  • There is no online payment on the Platform. We prepare and confirm your order first and tell you the final amount. You then pay once the order is ready, before it is delivered.
  • We may hold dispatch until payment is received.
  • The Platform records whether an order is paid or unpaid. We do not store card or bank details.
  • A receipt is available on request.
  • If we do not receive payment within a reasonable time after telling you the order is ready, we may cancel it and return the goods to sale. Repeated non-payment may lead to suspension of your account.

8. Delivery

  • We deliver only to the estate and house number on your account. Any delivery fee is shown at checkout before you confirm your order, and some areas may qualify for free delivery as shown at checkout.
  • Delivery times are estimates, not guarantees. Traffic, weather, stock and order volume can cause delays.
  • Please be at the address and reachable on your phone number. If we cannot reach you after reasonable attempts, we may return the order to the store. Perishable and freshly prepared items may be disposed of, and we may cancel the order [confirm whether you will charge for food already prepared].
  • Risk in the goods passes to you on delivery. Please check your order when you receive it.

9. Products we do not sell online

  • Alcohol, tobacco and nicotine products, and fireworks may or may not be listed/available through the Platform. They are available in store to adults only, subject to age verification or in cases where the customers age is verified, they can request through the feedback platform.
  • Pharmacy and health products are supplied in accordance with applicable law and our licence. We may limit quantities, refuse any sale, or ask for a prescription or verification. Information on the Platform is not medical advice; please read labels and ask a pharmacist or doctor if you are unsure.

10. Cancellations, returns and refunds

  • You may cancel an order until we start preparing it, by contacting us at 0740195694. Once preparation has started we may not be able to cancel, and we will tell you if so.
  • Fresh, perishable and freshly prepared items (including chips and shawarma), and opened personal-care or hygiene items, cannot be returned for change of mind.
  • If an item is missing, damaged, wrong or not as described, tell us within 2 hours of delivery, with a photo where possible. Where reasonable, we will replace it, credit you or refund you or you can spend on something else.
  • Nothing in these terms limits your rights under the Consumer Protection Act, 2012 or other applicable law.

11. Notifications and communications

  • By placing an order you agree that we may contact you by phone call, SMS or WhatsApp and, if you have opted in, push notification, about your orders, substitutions, price changes, payment and delivery.
  • Push notifications are optional and can be switched off in your device settings. On Apple devices they work only after the Platform is added to the Home Screen.
  • We will not send you marketing messages without your agreement.
  • We may display notices on the Platform, for example about maintenance.

12. Acceptable use

You must not:

  • give false details or use someone else’s address or phone number;
  • place orders you do not intend to pay for;
  • abuse, threaten or harass our staff or delivery personnel;
  • try to gain unauthorised access to the Platform, probe it for vulnerabilities, or disrupt it;
  • use bots, scrapers or other automated tools to place orders or copy content; or
  • use the Platform for any unlawful purpose, including in breach of the Computer Misuse and Cybercrimes Act, 2018.

We may suspend or close accounts and refuse service for breaches of these terms, and may report unlawful conduct to the authorities.

13. Availability and maintenance

We aim to keep the Platform available but do not promise uninterrupted service. We may suspend or restrict features, including registration, sign-in and ordering, for maintenance, updates or security reasons, and will display a notice while we do. We will honour orders already in progress where possible. We may change or discontinue features.

If you install the Platform as an app on your device, installing it is optional, and removing it does not delete your account.

14. Allergies and food safety

The packaging and label on a product are the authoritative source of ingredient and allergen information. We cannot guarantee that foods prepared in our kitchen, such as chips and shawarma, are free from allergens or cross-contact. If you have a serious allergy, please call or visit us before ordering. Please store perishable goods promptly after delivery.

15. Intellectual property

The Platform’s design, software and text, the Richmart name and logo, and our own photographs belong to Richmart or its licensors. Manufacturers’ brand names, logos and product images belong to their owners and appear only to identify products. You may use the Platform for your own personal shopping. You may not copy, scrape, reproduce or resell our content or software without our written permission.

16. Our responsibility to you

  • Nothing in these terms excludes or limits liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be excluded under Kenyan law, including your rights under the Consumer Protection Act, 2012.
  • Subject to that, we are responsible for loss that is a foreseeable result of our breach of these terms. We are not liable for indirect or consequential loss, such as lost profit or opportunity, and our total liability for any order is limited to the value of that order.
  • We are not liable for delay or failure caused by events outside our reasonable control, including power or internet outages, network or hosting failures, road conditions, severe weather, strikes or supplier shortages.
  • We are not responsible for notifications that do not arrive because of your device settings, network or your push-service provider.

17. Disputes and governing law

If you have a complaint, please contact us first at the details below and we will try to resolve it within 14 days. These terms are governed by the laws of Kenya, and the courts of Kenya have jurisdiction. This does not limit your right to complain to the Competition Authority of Kenya or another competent authority, or to bring a claim in the court or tribunal the law gives you. For data protection complaints, see our Privacy Policy.

18. Changes to these terms

We may update these terms. We will change the date at the top and tell you about significant changes through the Platform or by notification. Changes apply to orders placed after they take effect. Continuing to use the Platform means you accept the updated terms.

19. General

  • These terms, together with the Privacy Policy, are the whole agreement between you and Richmart about the Platform.
  • If any part is found unenforceable, the rest remains in force.
  • If we do not enforce a right straight away, we have not given it up.
  • You may not transfer your rights under these terms. We may transfer ours to a successor of the business.
  • We may give you notices through the Platform, by phone or SMS, or by push notification.

20. Contact us

Richmart Supermarket Limited
Eagle Plains Estate Commercial Centre, Nairobi, Kenya
Phone: 0740195694

Please also read our Privacy Policy.