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Terms and Conditions

The rules and guidelines for using PlatePoa meal delivery services.

Last updated: July 2026

1. Acceptance of Terms

By accessing and using the PlatePoa website (platepoa.co.ke) and our meal delivery services, you agree to be bound by these Terms and Conditions. If you do not agree with any part of these terms, please do not use our services.

PlatePoa reserves the right to update these terms at any time. Continued use of our services after changes are posted constitutes acceptance of the revised terms.

2. Services Overview

PlatePoa is a meal delivery service operating in Nairobi, Kenya. We prepare fresh, homemade meals every Sunday and Monday and deliver them to customers across Nairobi. Our services include:

  • A la Carte Orders: Individual meals ordered from our online menu.
  • Weekly Meal Plans: 3-day or 5-day meal plans delivered on a weekly subscription basis.
  • Corporate and Event Catering: Bulk orders for offices, events, and gatherings (by arrangement).

3. Ordering and Payment

3.1 Placing an Order

Orders can be placed through our website at platepoa.co.ke, via WhatsApp, or by phone. All orders are subject to availability. We reserve the right to cancel or modify orders if menu items are unavailable.

3.2 Pricing

All prices are listed in Kenya Shillings (KES) and include VAT where applicable. Prices may change without prior notice, but confirmed orders will be honoured at the price at which they were placed.

3.3 Payment Methods

We accept the following payment methods:

  • M-Pesa: Pay via Lipa na M-Pesa or Paybill. Send payment and confirm via WhatsApp.
  • Bank Transfer: Transfer to our designated bank account. Allow up to 24 hours for confirmation.
  • Cash on Delivery: Available for select areas in Nairobi by prior arrangement.

3.4 Order Confirmation

An order is only confirmed once payment has been received and verified. You will receive a confirmation via WhatsApp or email with your order details and estimated delivery time.

4. Delivery Policy

4.1 Delivery Areas

We deliver across Nairobi, including Westlands, Kilimani, Karen, Lavington, Kileleshwa, CBD, South B, South C, Langata, Kasarani, Roysambu, and surrounding areas. Delivery to areas outside Nairobi may be arranged upon request.

4.2 Delivery Times

Meals are delivered every Sunday and Monday after cooking. Specific delivery windows are communicated upon order confirmation. While we strive to deliver within the estimated time, delays may occur due to traffic, weather, or unforeseen circumstances.

4.3 Delivery Fees

Standard delivery within Nairobi is included in the price of meal plans and individual orders above KES 1,000. A small delivery fee may apply for orders below this threshold or for deliveries to remote areas.

4.4 Failed Deliveries

If a delivery attempt fails due to incorrect address, unavailability, or unreachable phone number, we will attempt to reschedule. A re-delivery fee may apply for subsequent attempts.

5. Cancellation and Refund Policy

5.1 Order Cancellation

You may cancel an order up to 24 hours before the scheduled delivery time for a full refund. Cancellations made less than 24 hours before delivery may incur a 50% charge to cover food preparation costs.

5.2 Weekly Meal Plan Cancellation

Weekly meal plans can be paused or cancelled at any time. Cancellations must be made at least 24 hours before the next scheduled delivery. Refunds for partially used meal plans are calculated on a pro-rata basis.

5.3 Refunds

Refunds are processed via M-Pesa or bank transfer within 5 business days. If you are unsatisfied with your order, please contact us within 24 hours of delivery and we will work to resolve the issue.

6. Food Quality and Allergies

6.1 Freshness Guarantee

All meals are freshly prepared on the day of cooking. We guarantee the quality and freshness of our food from the time of delivery. If you receive food that does not meet our quality standards, contact us immediately for a replacement or refund.

6.2 Allergen Information

Our kitchen handles common allergens including nuts, dairy, gluten, and shellfish. While we take precautions, we cannot guarantee that our meals are completely free of allergen traces. Customers with severe allergies should contact us before ordering to discuss specific requirements.

7. Weekly Meal Plans

Weekly meal plans are subscription-based services with the following terms:

  • Plans are billed weekly and auto-renew unless paused or cancelled.
  • You may customise your meal selection within each plan by notifying us before the weekly cutoff.
  • We reserve the right to modify menu items based on ingredient availability. Substitutions of equal or greater value will be made.
  • Pause or cancellation requests must be made at least 24 hours before the next delivery.

8. Intellectual Property

All content on the PlatePoa website, including text, images, logos, menu descriptions, and graphics, is the property of PlatePoa and is protected by Kenyan and international copyright laws. You may not reproduce, distribute, or create derivative works without our written permission.

9. Limitation of Liability

To the maximum extent permitted by Kenyan law:

  • PlatePoa shall not be liable for any indirect, incidental, or consequential damages arising from the use of our services.
  • Our total liability for any claim shall not exceed the value of the order in question.
  • We are not responsible for delays or failures caused by events beyond our reasonable control, including natural disasters, strikes, pandemics, or government actions.

10. Governing Law

These Terms and Conditions are governed by and construed in accordance with the laws of the Republic of Kenya. Any disputes arising from these terms shall be subject to the exclusive jurisdiction of the courts of Kenya.

11. Contact Information

For questions about these terms, please contact us:

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