1. Scope and Purpose

These Terms of Service govern your use of Kombucha Kenya's website and online store. These terms apply to all users, customers, and visitors of Kombucha Kenya's websites.

2. Acceptance of Terms

By using our website and making purchases, you agree to these Terms of Service. If you do not agree, please do not use our website.

3. User Accounts and Responsibility

While using our website, you may establish a user account with us. You must provide accurate information that is asked for. Your account will be password protected, and you are responsible for maintaining the security and confidentiality of your user account and for any and all activities that occur on or through your account.

Do not disclose or share your password, or related credentials such as One-Time Passwords (OTP), with any party. Kombucha Kenya shall not be liable for the loss or breach of your account arising from the unauthorized use of your user account.

As set out in Section 7 (Guest Orders) below, an account is not required to place an order. Certain features of the website, including wallet balance, badge and rewards tracking, order history, and saved details, are available only to users who hold an account. Users who transact as guests may opt to create an account at checkout in order to access these features.

As a KKC member, you consent to receiving promotional and order-update communications by SMS, WhatsApp, or email as part of your membership, as described in our Privacy Policy. This does not apply to guest checkouts without an account. You may opt out of promotional messages at any time via the STOP mechanism on any promotional SMS, or via the Profile Settings tab of your KKC dashboard.

4. Nature of Our Products

We deal with the manufacture and production of natural probiotic refreshments, namely Kombucha, Milk Kefir, and Water Kefir, which may be of benefit or aid to the consumer. Our products are not in any way prescription drugs. They are part of the wide scope of healthy foods. Our products promote a healthy lifestyle. Therefore, we do not claim to be doctors or to treat diseases or illnesses.

Our products require refrigeration to maintain their quality and safety:

• Milk Kefir, including Vegan Milk Kefir, must be stored at a temperature of 4°C or below.
• Kombucha and Water Kefir must be stored at a temperature between 4°C and 7°C.

It is the customer's responsibility to store products within these ranges upon delivery. Kombucha Kenya is not responsible for spoilage arising from improper storage after delivery.

5. Product Information and Pricing

We recommend that you read the product information carefully to choose wisely what suits your purchase, and to understand its storage requirements. Product descriptions and information are subject to change without notice.

Available product flavors are displayed on the flavors accordion for the relevant product category at the given time. Upon navigating to a packaging type (Plastic or Glass) and selecting a product flavor, the applicable price is displayed on the footer of the corresponding product card.

We strive for accuracy, but errors in pricing and availability of products may occur. We reserve the right to change prices and products at any time.

6. Ordering and Payment

Products on our website are offered under two distinct packaging categories: Plastic Packaging and Glass Packaging, each with its own ordering terms as set out below.

6.1 Plastic Packaging

Plastic packaging is our value-oriented, bulk-friendly line, designed for households and regular consumers who wish to stock up on our products.

Products are available in 1L, 3L, and 5L sizes, depending on product category:

• Kombucha and Water Kefir are available in 1L units.
• Dairy Milk Kefir is available from 3L upward.
• Vegan Milk Kefir (e.g. almond and coconut milk kefir) is available in 1L units only.

Plastic packaging orders are generally subject to a minimum order quantity (MOQ) of 3 litres, with one exception:

• For 1L-denominated Kombucha and Water Kefir, checkout is accepted only once the total quantity across these products reaches 3 units (3L). Units may be mixed across eligible products and flavors to meet this threshold.
• Dairy Milk Kefir, sold from 3L, inherently satisfies the MOQ on its own.
• Vegan Milk Kefir carries no minimum order quantity and may be purchased in single 1L units, owing to its shorter shelf life and its price relative to volume.

6.2 Glass Packaging

Glass packaging is our premium, conscious-choice line: single-serve, portable, and visually distinct. Products are available in 330ml and 400ml servings, suited to lower-volume or on-the-go consumption.

No minimum order quantity applies to glass packaging. Orders may be placed for any quantity, and this line is regularly supported by promotional offers.

6.3 Payment

Orders placed directly by customers via the website must be paid for in full prior to delivery, unless the order was initiated or approved by an authorized Kombucha Kenya administrator on the customer's behalf (for example, for customers who are unable to complete an online order). In such administrator-initiated cases, cash on delivery may apply at the administrator's discretion, for Nairobi orders only.

Accepted online payment methods are:

• Mobile Money: via M-Pesa, processed through Safaricom's STK Push prompt to the customer's registered phone number; or
• Card Payments: Visa, Mastercard, and American Express, processed via Pesapal (see Section 11, Service Fees, for further detail on how card payments are processed).

An order is confirmed only upon successful payment confirmation. Wallet balance and loyalty rewards, where applicable, are applied or deducted at the point of confirmed payment, not at order creation.

7. Guest Orders

All orders placed on our website are guest orders by default. Users are not required to create an account before placing an order.

A user who does not have an account but intends to create one may indicate their interest by checking the relevant checkbox located at the final details step of the checkout page.

Where a user already holds an account, the details they provide at the first step of checkout will be matched against our records, and their order will be linked to their account upon successful order confirmation.

8. Shipping and Delivery

Deliveries are made Monday through Friday. Saturdays are reserved for order collections only.

Shipping charges depend on the customer's delivery location and the delivery tier selected at checkout:

• Standard Tier: costs KES 250 to most parts of Nairobi (a list of location exceptions is available on our Delivery Fees page). Standard tier orders are fulfilled within 3 to 5 hours of confirmation, and this tier guarantees same-day delivery for orders confirmed by noon, unless an event outside Kombucha Kenya's control arises (for example, a road accident or incident, action by government or operation of law, or an act of God).
• Express Tier: costs KES 500 to all parts of Nairobi. Express tier orders are fulfilled within 99 minutes of confirmation, subject to the same exceptions for events outside Kombucha Kenya's control described above.

Order scheduling is available at the third step of the checkout page, allowing customers to select a preferred delivery time in advance.

Some locations are charged at rates other than the standard Nairobi fee, whether they lie within Nairobi County or just outside it. These rates are listed on our Delivery Fees page.

For clients residing in a different county, orders are shipped via the customer's preferred parcel delivery or courier service. We do not take responsibility for damage or loss of products arising from the shipping option chosen by the customer.

If you need to reschedule your delivery, prior communication is expected. It is treated as damages to Kombucha Kenya when an order is dispatched and delivered more than twice to the location provided, and the recipient is unavailable or unreachable to receive the order. Such damages may attract damage fees, account suspension, or both.

9. Bottle Recycling and Buy-Back

In compliance with applicable law on packaging recovery, Kombucha Kenya operates a bottle buy-back program under which customers may return empty product bottles in exchange for the amounts set out below.

Buy-back rates are set by Kombucha Kenya and may be revised at any time without notice. The rate in effect at the time a bottle is returned and accepted shall apply.

A returned bottle will not qualify for buy-back where any of the following conditions apply:

• The bottle is broken, cracked, or shattered;
• The bottle is crushed or otherwise structurally deformed;
• For 400ml glass bottles, the cap is missing or destroyed. The 400ml cap is a specialized fitting that allows gas produced by ongoing bacterial activity to escape without pressure building inside the bottle; a bottle presented without an intact cap will not be accepted for buy-back, and may pose a safety risk if pressurized.

We ask that customers rinse bottles before returning them for buy-back. A clean return allows us to process, reuse, or recycle the bottle efficiently, and reflects the same shared responsibility toward community and environment that KKC was built around. We genuinely appreciate the customers who take this small extra step; it does not go unnoticed.

Bottle returns may also count toward KKC recycling-related badges, as described in Section 12 (Loyalty, Rewards, Wallet & Coupons).

10. Returns and Refunds

Due to the perishable nature of our products, returns and refunds are accepted only in the following circumstances:

• The product delivered does not match the order placed.
• The product delivered is expired.
• The product delivered was not properly sealed on arrival.

Outside of the circumstances listed above, we do not accept product returns or exchanges.

Any claim for a return or refund under the circumstances set out above must be raised within two (2) days of delivery, by email to shop@kombuchakenya.co.ke or via our dedicated WhatsApp number, +254 729 302 487. Each claim must be accompanied by clear photographic or video evidence of the defect giving rise to the claim, including, as applicable, evidence of the product's expiry, a broken or compromised seal, or the discrepancy between the product delivered and the order placed. Where a claim is validated, the applicable return or refund will be processed within seven (7) working days of validation.

11. Service Fees

A service fee applies when you pay through any of the online payment gateways on our website.

When you select card payment at checkout, your payment is processed through Pesapal, which loads a secure payment interface offering M-Pesa, Airtel Money, and card payment (Visa, Mastercard, and American Express) as options within the same flow.

This service fee is charged per transaction and depends on the payment method and gateway selected, currently ranging between 0.55% and 3.5% of the transaction value. The fee facilitates the payment mechanism and is subject to change at any time without notice.

12. Loyalty, Rewards, Wallet & Coupons: The KKC Community

Kombucha Kenya Community ("KKC") is more than a rewards program. It is a community of members united around wellness, sustainability, education, and innovation, extending the relationship between Kombucha Kenya and its customers beyond individual transactions.

A customer becomes a KKC member by actively participating in the activities recognized by the KKC badge system, including:

• Using their wallet balance;
• Converting loyalty points;
• Transferring loyalty points to another KKC member;
• Recycling bottles (see Section 9, Bottle Recycling and Buy-Back);
• Inviting others into KKC; and
• Applying KKC coupons.

12.1 Wallet

Members may accumulate a wallet balance through participation in KKC. Wallet balances may be applied toward future purchases on the website. Wallet balance is deducted at the point of confirmed payment for an order, not at order creation.

12.2 Badges

KKC recognizes member participation and contribution (rather than spending alone) through a badge system. The current badges, how they are earned, and their associated rewards are as follows:

Badges marked as renewable may be earned again in successive cycles once the qualifying threshold is met a subsequent time, at a progressively higher target. Rewards, reward values, and reward partners are subject to change and, where noted, depend on the continuation of Kombucha Kenya's third-party partnership agreements.

Unlocking every other badge earns the KKC OG badge, KKC's highest recognition.

12.3 Marketing and Order-Update Communications

As a KKC member, you are entitled to receive communications from us by SMS, WhatsApp, or email, including promotional messages relating to offers, discounts, or promotions, and order-update messages relating to the status of your order. This does not apply to visitors who transact as guests and do not hold an account; such visitors receive only the transactional messages necessary to process their specific order.

Promotional and transactional messages are sent using separate, dedicated sender IDs registered with the Communications Authority of Kenya, in accordance with applicable telecommunications regulations, and are never combined on a single channel.

By creating an account and becoming a KKC member, having read these terms, you consent to receiving both categories of communication described above as part of your membership, unless and until you opt out.

You may opt out of promotional messages at any time by replying STOP, or dialling *456*9*5#, on any promotional SMS you receive, or by disabling the "Opt in to promotional messages" setting on the Profile Settings tab of your KKC dashboard. Order-update messages may be managed independently via the corresponding "Opt in to SMS / Email order-updates" setting on the same page.

12.4 Coupons

KKC coupons may be earned through the badge system described above, or issued directly by Kombucha Kenya, including in connection with partnerships with third-party organizations, under which members of a partner organization may be issued a KKC coupon. Applying or redeeming a KKC-issued coupon, regardless of how it was obtained, constitutes participation in KKC and may qualify the user as a KKC member on the terms set out in this Section 12.

Coupon eligibility, value, and validity are governed by the specific terms of each coupon at the time it is issued, and Kombucha Kenya reserves the right to amend, withdraw, or expire coupons at its discretion.

13. Privacy

We take your privacy very seriously. Please refer to our Privacy Policy for further detail on how we collect, use, and protect your information.

14. Intellectual Property

This website contains material which is owned by or licensed to us. You acknowledge and agree that Kombucha Kenya is the exclusive owner of all rights, trade names, copyrights, logos, works in progress, and any other form of intellectual property associated with any and all of Kombucha Kenya's products, including any documentation concerning the use, development, production, sale, marketing, or operation of Kombucha Kenya's products. You shall not modify, disassemble, adapt, alter, copy, or create derivative works from any materials associated with, included with, or embedded into, any of Kombucha Kenya's products.

15. Errors, Inaccuracies and Omissions

We cannot guarantee that the use of our website will be free of inaccuracies or errors. Use it with caution and at your own risk.

We may correct any errors, inaccuracies, or omissions, and change or update information on our website at any time without prior notice, including after you have placed an order. We are not obligated to honor incorrect or outdated information related to products or services.

16. Governing Law

This Terms of Service, and any separate agreements whereby we provide you services, shall be governed by and construed in accordance with the laws of Kenya. You acknowledge that you have thoroughly read this Terms of Service and understand that it is a release of liability. By agreeing, you are waiving any right you might have to bring a legal action or assert a claim against Kombucha Kenya or its respective representatives.