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Terms & Conditions

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Last updated: October 4, 2025
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These Terms & Conditions (“Terms”) govern your use of the papaCity website and mobile app. By accessing or using our services, you agree to be bound by these Terms. If you do not agree, please do not use papaCity.
This page provides general information and is not legal advice.

1. About papaCity

papaCity (“we”, “us”, “our”) is a digital marketplace operating in Uganda, accessible via papacity.ug and the papaCity mobile app. We connect customers with products offered by us and/or verified vendors.

“Account”
Your registered profile used to shop and manage orders.
“Vendor”
A third-party seller approved to list and fulfil products on papaCity.
“Services”
All features on the website/app including browsing, ordering, payments, and delivery tracking.

2. Eligibility

  • You must be at least [18] years old or have verifiable guardian consent.
  • You must provide accurate information and comply with all applicable laws and regulations.

3. Accounts & Security

  • You’re responsible for maintaining the confidentiality of your login credentials and for all activities under your account.
  • Notify us immediately of any unauthorised access or suspected breach.
  • We may request additional verification (e.g., phone/email OTP) for security and fraud prevention.

4. Orders & Contract Formation

  • Your order is an offer to purchase. Acceptance occurs when we confirm the order and/or dispatch the items.
  • We may cancel all or part of an order due to stock, pricing errors, suspected fraud, or operational constraints. Any charges for cancelled items will be refunded.
  • For marketplace items, the sales contract is between you and the respective vendor; papaCity provides the platform and support.

5. Pricing & Payments

  • Prices are shown in UGX unless stated otherwise and may change without prior notice.
  • Accepted methods: bank cards and mobile money (e.g., MTN MoMo, Airtel Money) processed securely via our payment partners (e.g., Pesapal).
  • Delivery fees may be calculated dynamically based on distance from the Kampala CBD and your selected service level (same-day/next-day/etc.).
  • In case of pricing errors, we may cancel and refund the affected order line(s).
  • Taxes and statutory fees (where applicable) are included or disclosed at checkout.

6. Delivery

  • We deliver to the locations shown at checkout. Delivery windows are estimates and not guaranteed.
  • Risk of loss passes on delivery to the address or pickup point you provide; please verify address accuracy.
  • If you are unavailable at delivery, re-delivery or pickup instructions may apply and could incur additional fees.

7. Returns & Refunds

  • Eligible items can be returned within [7] days of delivery in original condition and packaging unless stated otherwise on the product page.
  • Non-returnable items include: perishables, personal care items once opened, digital goods, and items marked “final sale”.
  • Refunds are issued to your original payment method or store credit within [X] business days after inspection.
  • For damaged/incorrect items, report within [48 hours] of delivery with photos and order details.
How to start a return

Initiate a request via your Account → Orders → Request return, or contact support with your order number and reason.

8. Product Info & Availability

  • We strive for accuracy, but product images and descriptions may vary slightly from the actual item.
  • Availability is not guaranteed; stock updates in real-time but may lag during high demand.

9. Promotions, Coupons & Credits

  • Promo codes are single-use, non-transferable, and may not be combined unless explicitly allowed.
  • We reserve the right to modify or cancel promotions at any time.
  • Store credits and gift cards are subject to their specific terms and validity periods.

10. User Content & Reviews

  • By posting content (reviews, Q&A, images), you grant papaCity a non-exclusive, royalty-free licence to use, display, and distribute such content for service-related purposes.
  • Do not post unlawful, deceptive, defamatory, or infringing content.
  • We may moderate, edit, or remove content that violates these Terms.

11. Prohibited Uses

  • Fraud, abuse, scraping, reverse engineering, or interfering with site/app operations.
  • Listing, purchasing, or facilitating prohibited or illegal goods.
  • Attempting to bypass security controls or payment verification.

12. Intellectual Property

All content on papaCity—including text, graphics, logos, icons, and software—is owned by papaCity or its licensors and protected by applicable intellectual property laws. You may not copy, distribute, or create derivative works without prior written consent.

14. Limitation of Liability

To the fullest extent permitted by law, papaCity and its affiliates shall not be liable for indirect, incidental, special, consequential, or punitive damages, or any loss of profits or revenues, whether incurred directly or indirectly, arising from your use of the Services.

15. Indemnity

You agree to indemnify and hold harmless papaCity, its directors, employees, and partners from any claims, damages, liabilities, and expenses (including reasonable legal fees) arising out of your breach of these Terms or misuse of the Services.

16. Privacy

Your use of the Services is subject to our Privacy Policy, which explains how we collect, use, and protect your personal data.

17. Communications

By creating an account, you may receive transactional emails/SMS related to your orders. You may also opt-in to marketing communications and unsubscribe at any time.

18. Suspension or Termination

We may suspend or terminate your access for violations of these Terms, suspected fraud, or risks to other users. You may close your account at any time via settings or by contacting support.

19. Governing Law & Dispute Resolution

These Terms are governed by the laws of the Republic of Uganda. Disputes shall first be addressed amicably through customer support. If unresolved, parties agree to [mediation/arbitration in Kampala], subject to applicable law.

20. Changes to These Terms

We may update these Terms from time to time. Material changes will be posted on this page with a new “Last updated” date. Continued use after changes constitutes acceptance.

21. Contact Us

Questions about these Terms? Reach us at: