User Terms Of Use
General Terms of Use and Contracting
Last updated on: 20 July 2024
By using the Reeyo App, you agree to be bound by these User Terms of Use
(“General Terms of Use”).
Please read the following Terms of Use carefully before using the Reeyo App. If you do not agree with the Terms of Use, you cannot use the Reeyo app. These Terms of Use apply to any use of the Reeyo app and to the Purchase Agreements made hereunder. A more detailed description of the Reeyo app and information on system requirements is available at Reeyoapp.com.
If you have a Reeyo account
These general terms of use and legal information (hereinafter, the “General Terms”) apply to the website and mobile application of Reeyo,(hereinafter, “Reeyo”), whose domain is https://reeyoapp.com, and to its related mobile application, as well as to all its related sites or sites linked from https://reeyoapp.com by Evolt Media,(Ets Eyong Enterprise- Evolt Media), as well as its affiliated companies and associates, as set forth in Annex I, The app and website belongs to Reeyo. By using the app and website, you accept and expressly agree to these terms of use. If you do not agree, please refrain from using it.
Reeyo hereby makes the Reeyo website and mobile application (hereinafter, jointly, the “Platform”) available to users (hereinafter, the “User” or “Users”).
- Definitions
“Delivery Partner” means an independent contractor who has agreed or signed a partner agreement with Reeyo and that is a natural or legal person, or their substitute, performing delivery services through ReeyoGo,(the delivery platform of the Reeyo app).
“Partner” means a restaurant, retail shop or other service partner who has Agreed or signed a partner agreement with Reeyo, or their substitute, and who, as a trader, offers its products and delivery or other services for sale through the Reeyo app. Unless otherwise specified in the Reeyo app, all Partners are traders within the meaning of consumer protection laws of your country.
“Purchase Agreement” means an agreement for the purchase of Partner’s products and possible delivery or other services made on an Order. With respect to Orders placed through Reeyo for Work Feature, the Purchase Agreement forms a binding agreement between the Partner and the Customer Organization. With respect to Orders placed through any other payment method of the User, the Purchase Agreement forms a binding agreement between Partner and the User.
“User” or “you” means a natural person using the Reeyo mobile app. The User must be of the age of 18 or older.
“Reeyo App” means a digital application called Reeyo provided by Evolt Media for natural and legal persons to order products from Reeyo’s Partners.
“ReeyoGo” means a version of the Reeyo app made for use only by delivery partners to deliver order placed by users.
In accordance with the provisions of the applicable legislation, the following identification details of the site owner are provided below:
Company name: Ets Eyong Enterprise- Evolt Media
Registered address: Douala, Bonamoussadi.
Commercial Register registration details: RC/DLA/2019/M/6627
Email address: service@evoltmedia.com.
*Please note that while the Reeyo app is legally provided to you by Evolt Media the payment service is arranged Ets Eyong Enterprise- Evolt Media through a third party payment service provider. This also means that Ets Eyong Enterprise- Evolt Media will assist you with possible refunds, complaints and other claims related to your transactions in the Reeyo app. For any disputes or complaints that could not be resolved by the Reeyo app customer support, you may thus contact Ets Eyong Enterprise- Evolt Media directly at the contact details provided above in case of any dispute or claim related to the Reeyo app and the Partners.
- Description of Reeyo
2.1. Reeyo is a technology platform whose main activity is the development and management of a technology that connects Users, Partners and Delivery Partners. Reeyo’s technology permits the Users to place orders for food and/or other goods from various Partners and Users may also order delivery services by means of a mobile application (hereinafter, the “APP”). Reeyo is not a restaurant, delivery company, or food preparation business.
2.2. Reeyo has developed a Platform through which a variety of partners, with which Reeyo can have in place a commercial agreement for the use of the platform, offer a selection of products and/or services. Users can request the purchase and/or collection of products and services from such partners in person by means of a mandate given by them to a third party when placing an order through the Platform. In such cases, Reeyo acts as a mere intermediary and is therefore unable to assume, and does not assume, any responsibility for the quality of the products or for the proper provision of the services offered directly by the partners or by such third parties.
2.3. The Partner provides the information about their products and possible services in the Reeyo app, including but not limited to information on product characteristics, allergens and instructions of use. If you have allergies or other dietary restrictions or for other reason wish to receive more detailed information about the products, please contact the relevant Partner.You can also contact Reeyo’s customer support who can contact the Partner on your behalf for such enquiries. The Partner is however responsible for providing accurate, up-to-date and legally required information about the products, including providing information on applicable prices and indicating the price per unit where required under applicable laws. Please note that the sale and purchase of the Partner’s products and possible services may be subject to additional terms and conditions of the Partner or Reeyo on a case-by-case basis as set out in the Reeyo app.
2.4. When selecting the Partner’s products and services that the User wishes to purchase from the Partner, the User makes a binding order to purchase the products and services from the Partner on the terms and conditions presented to the User herein and in the Reeyo app before placing the order (“the Order”). After receiving the Order, Reeyo will transmit the details of the Order to the Partner. When the Order is accepted by the Partner and Reeyo has provided the User with an order confirmation on behalf of the Partner, the User or the Customer Organization and the Partner enter into the Purchase Agreement for the purchase of the Partner’s products and, if applicable, delivery or other services. In some cases, the Purchase Agreement for the purchase of the delivery service is entered into with Reeyo instead of the Partner, as reflected on the receipt. Reeyo will provide the User with a receipt on behalf of the Partner. The fulfilment of the Order is subject to availability, and Reeyo reserves a right, in its sole discretion, to cancel or not to accept an Order.
2.5. If delivery services are ordered, the platform notifies a Courier Partner that a delivery opportunity is available and the technology facilitates completion of the delivery to the User. Partners or Reeyo charge Users a delivery fee and service fee for the delivery services as defined in more detail in the Reeyo Service where relevant.
2.6. The Partner selected by the User will prepare and/or collect and pack the products set out on the Order. Reeyo is not responsible or liable towards the User for the proper execution of the Purchase Agreement by the Partner. While Reeyo is not ultimately liable for the delivery services provided by Delivery Partners, Reeyo may facilitate any compensation to Users for faulty delivery services.
2.7. When you use the Reeyo app, there may be a minimum value for purchase required, in which case you will be notified thereof before you make the Order on Reeyo app. Where an Order fails to meet the minimum required value, you will have the possibility to pay the difference to meet the minimum value or to add more products to your Order. The Partner determines in its sole discretion the selection and pricing of their products available on the Reeyo app. The Partner may also impose certain restrictions on your Order, such as quantity limits and size limitations of the Order. The Partner is responsible for informing you of any limitation relating to the availability of any products. User accepts that in case a certain product is temporarily unavailable, the Partner will fulfill the remaining part of your Order without including the unavailable product in the Order. You will not be charged for products that are unavailable at the time of placing the Order.
2.8 By accessing any part of this Website, you indicate that you accept Reeyo’s Terms. If you do not accept our Terms, you must leave this app immediately.
2.9 Reeyo may revise these terms of use for its app at any time without notice. By using this app you are agreeing to be bound by the then current version of these Terms of use and contracting.
2.1.1 You are responsible for making all arrangements necessary for you to have access to this app. You are also responsible for ensuring that all persons who access the Reeyo app through your mobile device are aware of Reeyo’s Terms of Use and that they comply with them.
2.1.2 Content that is considered obscene under the laws of The Republic of Cameroon is strictly forbidden on the Reeyo App, and users are prohibited from posting any material of an obscene nature on the Food on the app. Although, Reeyo exercises due diligence to ensure that any obscene content posted by users in violation of this agreement is promptly removed, users may sometimes come across user-posted obscene content that we have not yet discovered. Users shall make best endeavors to make Reeyo aware of such obscene/objectionable content that they come across while using the service.
- User Accounts & Service Access
3.1. Reeyo is only available to persons of the age of 18 years or older. You may not register as a User if you do not fulfill this requirement.
3.2. You may access some areas of this app without placing an order, and registering your details with us. Most areas of the app are open to everyone. However In order to complete an order on the app, Users must provide certain details, such as: names, e-mail address, telephone number and payment details, among others. Once users have completed the registration process, all Users will be able to access, complete and edit their profile as they deem appropriate. Reeyo does not store users’ payment data, which shall be processed and stored by the payment service provider as described in these Terms and in the Privacy Policy.
3.3. You have a limited, non-exclusive, non-transferable, and non-sublicensable right to use this app in the form offered to you by us from time to time solely for the purposes set out herein. The license granted to the User for the iOS Reeyo App downloaded from Apple’s App Store or Andriod App from the Google Play Store is further limited to a license to use the Reeyo App on any Apple-branded products or Android device that the User owns or controls and as permitted by the Usage Rules set forth in the App Store Terms of Service, Google Play Store Terms of Service and these Terms of Use.
3.4. The Reeyo App credentials are personal (unless otherwise agreed between Reeyo and the Customer Organization). The User shall ensure that any user account credentials and equivalent information required to access the user account of the User or the Customer Organization are kept confidential and used in a secure manner not accessible by third parties. A User may have only one personal user account.
3.5. Access to this app may be suspended temporarily and without notice.
3.6. Users are solely responsible for providing the correct addresses for delivery and pickup on the Platform, and they therefore release Reeyo and the partners from any liability for negligence or error in the pickup or delivery of the order as a result of providing incorrect addresses for pickup and delivery. As a result of the foregoing, the cost resulting from providing an incorrect address for delivery on the Platform shall be borne by the User.
3.7. The User will not: (i) use or attempt to use another person’s personal Reeyo account and/or access another person’s personal payment data through the Reeyo app or use another person’s personal payment detaild when using the app, without consent of that other person; (ii) copy, modify or create derivative works of the Reeyo App or any related technology; (iii) reverse engineer, decompile, disassemble, decipher or otherwise attempt to derive the source code for the Reeyo App or any related technology, or any part thereof; (iv) remove any copyright, trademark or other proprietary rights notices contained in or on the Reeyo App; (v) remove, cover or obscure any advertisement included on the app; (vi) collect, use, copy, or transfer any information obtained from the app without the consent of Reeyo; (vii) use bots or other automated methods to use the Reeyo app; (viii) create a Reeyo account using a fake identity or an identity of another person; or (ix) access the Reeyo app except through the interfaces expressly provided by Reeyo, such as the Reeyo App, websites and other Reeyo products.
3.8. Reeyo is, at its sole discretion, entitled to remove or suspend a User from the Reeyo App with immediate effect and/or refuse or cancel any Orders from a User if: (i) the User abuses the Reeyo App or causes any harm or detriment to the use of the App or the Partners or Reeyo or Reeyo’s employees, (ii) Reeyo has reasonable belief of fraudulent acts by the User when using the App, (iii) the User places a false Order (for example by not paying or by not being present on the delivery or pickup location in order to receive the Order) or otherwise fails to comply with his obligations arising from these Terms of Service; (iv) there is reasonable doubt about the correctness or authenticity of the Order; or (v) the User engages in threatening, harassing, racist, sexist or any other behaviour that Reeyo deems inappropriate towards Partners or Reeyo’s employees or Delivery Partners. If Reeyo cancels an Order that has already been paid for, Reeyo shall transfer that amount into the same user account as the one from which the payment was made by the User.
3.9. The User shall observe all applicable rules and regulations when using this app, including with respect to the purchase of alcohol and tobacco products, medicine and other age-restricted products. To the extent delivery of age-restricted products, such as alcoholic beverages or tobacco products, is available where the User is located, the User may be refused delivery of age-restricted products in case the User is unable to provide a valid government-issued photo identification document to Reeyo’s Delivery Partner delivering the Order proving that the User is of legally required age to purchase the product(s). The User may be refused delivery of age-restricted products also in other cases stipulated by applicable rules and regulations where the User is located, such as for alcoholic beverages if the User is showing signs of intoxication. In case the delivery of age-restricted product(s) is refused due to reasons described herein, Reeyo has the right to charge from the User two times the value of the delivery fee (and service fee if applicable) that the User paid for the Order in question as compensation for having to return the age-restricted product(s) to the Partner.
4 Pricing and Payments
4.1 Prices will be as quoted on this App. These prices are inclusive of relevant sales tax , Reeyo App service charges and delivery charges. In case Partner requires a service charge (for instance for orders below the minimum order amount), this will be clearly indicated on this app, in the itemized bill, and added to the total amount due.
4.2 Payment for all orders must be done by MTN Mobile Money or Orange Money within this app upon completion of the order. Payment must be completed before your order is delivered.
4.3. Users must understand that all payments for orders are done in app, MTN Mobile Money and Orange Money payments done in the Reeyo app are made possible by a third party payment processor and as such payments could take a longer time to be completed or failures may occur which are out of our control (like network issues or other unexpected technical issues) in which case Reeyo is not responsible.
4.4. User must ensure that payment is made from their personal cards(debit, credit or prepaid) or their personal MTN or Orange money numbers, otherwise user is required seek another person’s permission before using their number or card to make payment for orders on this app. The user is solely responsible for any mistakes done during a payment process.
4.5 In the event of rain or bad weather conditions, the User may have to pay an additional fee for delivery
4.6. Reeyo reserves the right to change the prices on the Platform at any time. Such changes shall take effect immediately after implementation and publication. The User expressly authorises Reeyo to send him/her by electronic means, to the e-mail address provided by the User during the registration process, receipts for the services contracted and/or the bills generated. If an invoice is required, the User must enter the relevant tax data on the platform before placing the order.
4.7 To uphold our commitment to customer experience, Reeyo shall be their first point of contact and shall accept liability for verifiable payments made on the Platform. Such liability includes justified refunds, returns, justified cancellations and early-stage dispute resolution, and it is without prejudice to any actions that may be taken by Reeyo vis-à-vis partners as the sole physical sellers of the products ordered by Users.
- Delivery of an Order
5.1 Reeyo and the Delivery Partners will make every effort to deliver within the time stated on the app. If Food Delivery is not delivered at the estimated delivery time or order does not show any progress please contact customer support and we will try to ensure that you receive your order
5.6 The User must be available to receive calls at the phone number the User has submitted to the Reeyo App. If the phone number provided by the User cannot be reached, the delivery may be cancelled by Reeyo or the Partner and the User may be charged for the full price of the Order.
5.7 If the User orders the delivery on the Reeyo App, the Order will be delivered to the location confirmed by the User in the App. The User also has to provide a street address for the confirmed location in the Reeyo App. If no-contact delivery is applied to your Order, please note that the goods shall be deemed to be delivered when they are left at the door and the Courier Partner marks the Order status as “delivered” on the Reeyo App after which you bear the risk of the items in the Order.
5.8 “Pre-order” delivery option: the User must be present at the confirmed location between ten minutes prior to the pre-ordered delivery time until the moment of delivery in the Order to receive the Order.
6. Refund Policy
6.1. In a case where a user or customer recharges their reeyo wallet and would want a refund, the user must reach out to us via email service@reeyoapp.com or the in-app Whatsapp support.
6.2. If a wallet recharge payment is made by MTN or ORANGE MONEY the refund will be processed within the shortest time possible with a 5% deduction from the initial deposit amount and refund sent to the same number the payment was made from
6.3. In case wallet recharge payment was made by card(debit, visa, prepaid) refund may take about 21 days to process as our financial services providers require such length of time to process card payments. A 10% deduction from the initial deposit amount is applied.
6.3. Payments for orders not delivered, cancelled or rejected will be refunded to;
i) the in-app wallet if payment was made from the wallet
ii) the mobile number or card/account if payment was made directly from mobile number or card
7. Picking up and Collecting an Order at the Partner’s Point of Sale
7.1. If the User has not chosen delivery of the Partner’s products set out in the Order, but instead chosen to pickup at the Partner’s point of sale, the products can be collected at the point of sale of the Partner the User has chosen in connection with the Order. The User will receive a separate electronic confirmation when the products are ready for Pickup. The Partner or Reeyo may set conditions for the identification of the User when picking up the products set out in the Order.
7.2. The Partner shall retain the ordered products for 60 minutes after the Partner has notified the User that the Order is ready for Pickup. However, this obligation is limited to the opening hours of the particular Partner’s point of sale and the Order has to be collected before the closing time of said point of sale of the Partner.
8. Right of Revocation
8.1. You cannot withdraw from or cancel an Order for products or services once you have placed it, unless explicitly provided otherwise in these Terms of Service. Prior to placing an Order for a product or service you should carefully review your selection.
8.2. If you are a consumer, you are entitled to a right of revocation in accordance with the statutory provisions of the country where you are located. Consumer in the sense of these Terms of Service means any natural person who uses the Reeyo App and places Orders for a purpose which predominantly cannot be attributed to their commercial or their self-employed professional activity.
8.3. In the unlikely event that the Partner delivers a wrong item, you have the right to reject the delivery of the wrong item at the point of delivery and you shall be fully refunded for the missing item. If the Delivery Restaurant can only do a partial delivery (a few items might be not available), its staff should inform you or propose a replacement for missing items. You have the right to refuse a partial order before delivery and get a refund. We will put our best effort in ensuring that the delivery is complete and as per your order, however this may not be possible in all cases.
8.4. Reeyo or it’s Parner is entitled to cancel the Order, e.g., if the Offer is no longer available, if the Customer has provided an incorrect or inappropriate details or other contact information.
9. Complaints settlement
9.1. If you are a consumer, please note that you cannot be deprived of the rights granted to you by the mandatory consumer protection laws of The Republic of Cameroon.
9.2 If the User has a complaint as regards the Service, the complaint is to be communicated by means of the contact form, by email or whatsapp to customer support to.
10. Term and termination
10.1. These Terms of Service are in force as a binding agreement between Reeyo and the User until further notice as long as the User is using the Reeyo App.
10.2. The User can discontinue the use of the Reeyo App at any time. Reeyo can discontinue providing it’s service permanently or temporarily at any time.
11. Liability
11.1 Reeyo, and any of our products, group companies and the officers, directors, employees, shareholders or agents of any of them, exclude all liability and responsibility for any amount or kind of loss or damage that may result to you or a third party (including any direct, indirect, punitive or consequential loss or damages, or any loss of income, profits, goodwill, data, contracts, or loss or damages arising from or connected in any way to business interruption, loss of opportunity, loss of anticipated savings, wasted management or office time and whether in tort (including negligence), contract or otherwise, even if foreseeable) in connection with our services, websites, this app or in connection with the use, inability to use or the results of use of this App, any websites linked to this App or the material on the Reeyo App.
11.2 Reeyo takes full responsibility for the content of this App and for the communication of orders to the Partners and Delivery Partners as set out in this App’s Terms of Use. Reeyo App’s customer care team will, subject to your compliance with these Terms of Use and cooperation, use all reasonable endeavors to resolve any issues arising from the submission of orders via this App including the processing of all payment refunds and chargebacks where appropriate. However, please note that the legal contract for the supply and purchase of food and beverages is between you and the Partners that you place your order with. Reeyo Aapp cannot give any undertaking that the food and beverages ordered from our Partners through this App will be of satisfactory quality and any such warranties are disclaimed by Reeyo(“Reeyo App”). These disclaimers do not affect your statutory rights against the Partners.
11.3 Nothing in this Apps Terms excludes or limits our liability for death or personal injury arising from Reeyo App’s negligence, nor Reeyo App’s liability for fraudulent misrepresentation, nor any other liability which cannot be excluded or limited under applicable law. Nothing in this App’s Terms affects your statutory rights.
11.4 With the exception of any liability referred to above, Reeyo app’s total liability to you in relation to your use of the App and the services that we provide including (but not limited) to liability for breach of this App’s Terms and tort (including but not limited to negligence) is limited to an amount equivalent to trice the value of your order.
12. Geolocation
12.1 Reeyo may collect, use and share exact location data, including the real-time geographic location of the User’s computer or mobile device, provided that this is authorised by the User. The said location data may be collected and used by Reeyo to show Users the location of the point of origin and/or destination of an order. In this regard, Users expressly consent to their geolocation data being shared with other Users and Suppliers in order to successfully carry out the order requested at any given time. Users may choose to disable Geolocation on their devices as provided in the Data Privacy Policy.
The User shall be responsible for entering the correct addresses for Pickup and delivery. In this regard, Reeyo will accept no liability for errors or omissions in the provision of such addresses by the User.
13. Intelectual Property Rights
Reeyo is the owner or licensee of all intellectual and industrial property rights included on the Platform as well as of the contents that can be accessed through it. The intellectual property rights of the Platform, as well as the text, images, graphic design, navigation structure, information and contents included therein, are the property of Reeyo, who has the exclusive right to exercise the exploitation rights therein in any manner, in particular the rights of reproduction, distribution, publication and transformation, in accordance with the Cameroon Law on intellectual and industrial property rights.
In spite of the foregoing, Reyo may not be the owner or licence holder of content such as names or images, among others, of companies with which Reeyo does not have a business relationship. In such cases, Reeyo acquires the content from publicly available sources, and Reeyo shall in no event be deemed to be related to any right belonging to Reeyo.
Authorising a User to access the Platform does not imply the waiver, transfer, licensing or full or partial assignment by Reeyo of any intellectual or industrial property rights. Deleting, bypassing or in any way tampering with the contents of the Reeyo’s Platform are all prohibited. In addition, modifying, copying, reusing, exploiting, reproducing, publicising, making second or subsequent publications of, uploading files, sending by post, transmitting, using, processing or distributing in any way all or some of the contents included in the Reeyo Platform for public or commercial purposes are also prohibited, save with Reeyo’s express written authorisation or, where applicable, that of the owner of the rights concerned.
Any User who shares any content of any kind through the Platform asserts that he/she has the necessary rights to do so, releasing Reeyo from any liability regarding the content and lawfulness of the information supplied. By providing content through the Platform, Users assign to Reeyo, free of charge and to the maximum extent permitted by the current legislation, the exploitation rights on the intellectual or industrial property arising from such content.
14. Additional Terms
14.1 We are committed to protecting your privacy and security. All personal data that we collect from you will be processed in accordance with our Privacy Policy. You should review our Privacy Policy, which is incorporated into this App Terms by this reference and is available.
14.2 If any provision or part of a provision of this App’s(Reeyo) Terms is found by any court or authority of competent jurisdiction to be unlawful, otherwise invalid or unenforceable, such provisions or part provisions will be struck out of this App’s Terms and the remainder of this App’s Terms will apply as if the offending provision or part provision had never been agreed.
14.3 Any failure or delay by you or us in enforcing (in whole or in part) any provision of the Reeyo App’s Terms will not be interpreted as a waiver of your or our rights or remedies.
14.4 You may not transfer any of your rights or obligations under these App’s Terms without our prior written consent. We may transfer any of our rights or obligations under this App’s Terms without your prior written consent to any business that we enter into a joint venture with, purchase or are sold to.
14.5 The headings in the Reeyo App’s Terms of Use are included for convenience only and shall not affect their interpretation.
15. Assignment
15.1. Reeyo shall be entitled to assign all or any of its rights or obligations hereunder in whole or part to an affiliate or successor or to a purchaser or acquirer of its business assets relating to the Reeyo App without the User’s prior consent.
15.2. The User shall not be entitled to assign any of its rights or obligations hereunder in whole or part