Terms of Service

1. About EzDine

EzDine is a food delivery marketplace operated by EzDine Zimbabwe (Pvt) Ltd, a company registered in Zimbabwe ("EzDine", "we", "us", "our").

EzDine connects three types of users:

• Customers – individuals who browse restaurants and place food orders.
• Restaurant owners – businesses that list their menus and fulfill food orders.
• Delivery agents – independent contractors who collect and deliver orders.

EzDine is a technology platform, not a restaurant or food preparer. We do not prepare food. We connect you to restaurants and delivery agents.

1.2 What EzDine Does — and Does Not Do

Understanding where EzDine's responsibility begins and ends protects all parties and avoids confusion.

EzDine IS responsible for:

• The reliability and availability of the EzDine platform and mobile app.
• Accurately calculating and displaying delivery fees, commissions, and order totals.
• Securely processing payments via PesePay (EcoCash, OneMoney, Visa/Mastercard) and the in-app wallet.
• Transmitting your order to the correct restaurant and matching it with an available delivery agent.
• Sending real-time order status notifications.
• Safeguarding your personal data in accordance with our Privacy Policy.
• Facilitating refunds where applicable under these Terms.

EzDine is NOT responsible for:

• The quality, accuracy, hygiene, or safety of food prepared by restaurants. Your food contract is with the restaurant directly.
• Delivery delays caused by traffic, weather, or any circumstance beyond our control.
• Actions, conduct, or driving of delivery agents (they are independent contractors, not EzDine employees).
• Accidents, injuries, or property damage occurring during delivery.
• Restaurant closures, item unavailability, or incorrect menu information published by the restaurant.
• Delivery failures caused by an incorrect, inaccessible, or incomplete address provided by the customer.
• Outages of third-party payment platforms (EcoCash, OneMoney, Visa/Mastercard networks).

2. Eligibility

• You must be at least 18 years old to use EzDine.
• You must provide accurate, current, and complete information during registration.
• You must have a valid Zimbabwean mobile number capable of receiving OTP SMS messages.
• You may only create one account per identity. Creating duplicate accounts is prohibited.
• EzDine is currently available to users located in Zimbabwe only.

3. Accounts and Security

You are responsible for maintaining the confidentiality of your account and for all activities that occur under your account. Notify us immediately at ezdinehelpdesk@gmail.com if you suspect unauthorised access.

EzDine reserves the right to suspend or terminate accounts that:

• Provide false or misleading information
• Engage in fraudulent activity
• Violate these terms
• Are inactive for more than 24 months

4. Ordering Food (Customers)

4.1 Placing Orders

• By tapping "Place Order" you are making a binding offer to purchase the items in your cart at the displayed price.
• Orders are confirmed when EzDine sends you an order confirmation notification.
• Prices are displayed in United States Dollars (USD) and are subject to change without notice before you confirm your order.
• You must provide a valid delivery location. EzDine is not responsible for failed deliveries caused by an incorrect address.

4.2 Delivery Fees

A delivery fee is calculated based on the distance between the restaurant and your delivery location. The delivery fee is displayed at checkout before you confirm your order. The fee is paid directly to the delivery agent at the time of delivery.

4.3 Cancellations and Refunds

Customer Cancellation Window

• You may cancel an order through the app while it is in Confirmed or Preparing status by opening the order tracking screen.
• Once the restaurant marks the order Ready for Pickup, or a delivery agent has accepted it (Out for Delivery), cancellation is no longer available in the app. Contact support immediately at ezdinehelpdesk@gmail.com.

Refund Entitlements

• Cancelled before the restaurant starts preparing: Full refund of the food amount paid through EzDine.
• Cancelled after the restaurant starts preparing: No refund. The restaurant has already incurred food and preparation costs. Contact support if you believe exceptional circumstances apply.
• Restaurant or EzDine cancels your order: Automatic full refund of the amount you paid.
• Wrong or missing items on delivery: Contact support within 2 hours of delivery with photographic evidence. Refunds for incorrect orders are issued at EzDine's discretion following investigation.
• Non-delivery (agent failed to deliver): Contact support immediately. A full refund will be issued after investigation confirms non-delivery.
• Delivery fee: Delivery fees are paid in cash directly to the delivery agent at your door and are not processed by EzDine. EzDine cannot refund delivery fees.

How Refunds Are Processed

• PesePay transactions (EcoCash / OneMoney / Visa/Mastercard): Refunds are credited back to your original payment method within 3–7 business days, subject to your mobile money or card provider's processing timelines.
• EzDine Wallet payments: Refunds are credited to your EzDine wallet balance within 24 hours of approval.

4.4 Payment

• EzDine accepts EcoCash, OneMoney, Visa/Mastercard, and Cash on Delivery.
• You authorise EzDine to charge your selected payment method for the order total.
• Prices shown are inclusive of all applicable taxes where applicable.
• EzDine does not store your mobile money PIN, card number, or CVV.

4.5 Food Quality and Accuracy

EzDine is not responsible for the quality, accuracy, or safety of food prepared by restaurants. Your contract for the food itself is with the restaurant. For complaints about food quality, contact us and we will facilitate communication with the restaurant.

5. Restaurant Owners

5.1 Listing Requirements

• Restaurants must complete KYC verification before listing on EzDine.
• All menu items and prices must be accurate and up to date.
• Restaurants must hold all required operating licences and food safety certifications required by Zimbabwean law.
• Restaurants are responsible for food preparation hygiene and quality.
• Restaurants must accept or reject orders within a reasonable time (typically 5 minutes).

5.2 Commission

• EzDine charges a commission on each completed order, at the rate displayed in your Restaurant Dashboard.
• Commission is calculated on the food subtotal (excluding delivery fee and discounts).
• Commission is calculated at the time of order placement and locked in at that rate.
• Commission becomes due upon order delivery confirmation.
• EzDine may change commission rates with 30 days' notice. Continued use after the notice period constitutes acceptance.

5.3 Menu and Availability

Restaurants are solely responsible for keeping their menu, pricing, and availability status accurate. EzDine is not liable for orders placed for items that are unavailable or have changed in price.

5.4 Restaurant Cancellations

• A restaurant may cancel an order only when an item is genuinely unavailable and no suitable substitute can be offered.
• When a restaurant cancels an accepted order, EzDine will automatically issue the customer a full refund.
• Restaurants must set their status to Closed in the dashboard before going offline. Cancelling orders due to understaffing or kitchen closures that should have prevented order acceptance is not acceptable.
• Repeated cancellations exceeding 5% of accepted orders in any 30-day period may result in account suspension or removal from the platform.
• EzDine may cancel an order on behalf of a restaurant in exceptional circumstances such as verified non-compliance or unreachability.

6. Delivery Agents

6.1 Independent Contractor Status

Delivery agents using EzDine are independent contractors, not employees of EzDine. EzDine does not direct the manner in which agents perform deliveries, does not provide employment benefits, and is not responsible for agents' vehicles, insurance, or personal income tax.

6.2 Requirements

• Agents must pass KYC verification including valid national ID and vehicle documentation.
• Agents must be 18 years of age or older.
• Agents must hold a valid driver's licence appropriate for their vehicle type where required.
• Agents are responsible for their own vehicle insurance and roadworthiness.
• Agents must maintain a professional standard of conduct when interacting with customers and restaurant staff.

6.3 Earnings and Payouts

• Delivery agents earn the delivery fee for each completed order, minus EzDine's platform cut at the rate displayed in the agent dashboard.
• Earnings are tracked in the EzDine wallet and paid out according to the payout schedule in your agent dashboard.
• EzDine may change the platform cut with 30 days' notice.

6.4 Code of Conduct

Agents must not:

• Accept orders they do not intend to complete
• Tamper with food or orders in any way
• Misrepresent their identity to customers or restaurants
• Use customer contact details for any purpose other than completing the delivery

7. Promo Codes and Discounts

• Promo codes may be issued by EzDine or by individual restaurants.
• Each code has specific eligibility conditions (minimum order value, applicable restaurant, expiry date).
• Promo codes are validated server-side at order placement. EzDine reserves the right to void discounts applied through invalid or expired codes.
• Promo codes cannot be combined unless explicitly stated.
• EzDine reserves the right to cancel or modify promotions at any time.

8. Prohibited Uses

You may not use EzDine to:

• Submit false, fraudulent, or misleading orders or reviews
• Attempt to reverse-engineer, scrape, or extract data from the platform
• Use automated scripts or bots to interact with the app
• Circumvent or attempt to bypass security controls
• Harass, threaten, or abuse other users (customers, restaurants, or agents)
• Upload content that is defamatory, obscene, or violates any law
• Resell access to EzDine or impersonate another person

9. Ratings and Reviews

• Customers may submit one rating per completed order.
• Ratings must be honest and based on your actual experience.
• EzDine may remove reviews that are fraudulent, offensive, or violate these terms.
• Restaurants and agents may not offer incentives for positive ratings.

10. Intellectual Property

The EzDine name, logo, and app design are the property of EzDine Zimbabwe (Pvt) Ltd. You may not use them without written permission. Restaurant logos and menu photos remain the property of respective restaurants.

By uploading content (profile photo, menu images), you grant EzDine a non-exclusive, royalty-free licence to display that content within the app.

11. Limitation of Liability

12. Dispute Resolution

12.1 Customer Disputes

If you have a problem with an order, contact us through the in-app Support screen within 48 hours of delivery. We will investigate and respond within 3 business days.

12.2 Governing Law

These terms are governed by the laws of Zimbabwe. Any disputes that cannot be resolved through our support process shall be submitted to the jurisdiction of the courts of Zimbabwe.

13. Changes to These Terms

EzDine may update these terms at any time. We will notify you of material changes via push notification or in-app message at least 14 days before they take effect. Your continued use of the app after the effective date constitutes acceptance of the updated terms.

14. Termination

You may stop using EzDine at any time and delete your account from the Profile screen. EzDine may terminate or suspend your account for violations of these terms, with or without notice. Upon termination, your access to the platform ends immediately. Sections 6.1, 10, 11, 12, and 13 survive termination.

15. Contact

Questions about these terms:

• Email: ezdinehelpdesk@gmail.com
• WhatsApp / Phone: +263 77 921 5300
• Support: In-app Support screen
• Address: EzDine Zimbabwe (Pvt) Ltd, Harare, Zimbabwe