Terms of Use

About these terms

These terms apply when you use pilaudepot.co.ke or order from Pilau Depot online, on WhatsApp, by phone or at our carts. By placing an order you accept them. Please read them alongside our Privacy Policy.

Nothing in these terms takes away your rights as a consumer under the Consumer Protection Act, 2012 or any other Kenyan law.

Orders

• An order is an offer to buy. It becomes a contract when we confirm it: when M-PESA confirms your payment, or when we confirm a WhatsApp order.
• We may decline or cancel an order if the address is outside our delivery areas, an item is unavailable, the slot is full, or the order looks fraudulent. If you have already paid, we refund you in full.
• Check your order, phone number and address before you pay. We deliver to the details you give us.

Prices and payment

• Prices are in Kenya shillings and are the prices shown on the site or our menu boards when you order.
• A flat delivery fee applies inside our delivery areas. We confirm it before delivery and you pay it separately.
• We take M-PESA: an STK prompt sent to your phone, or Buy Goods Till 9115043. M-PESA payments are also subject to Safaricom's M-PESA terms.
• If a price on the site is obviously wrong, we will tell you before we prepare the order, and you can cancel for a full refund.

Delivery

• We deliver Monday to Friday in 30-minute slots from 11:30 to 14:30, in Westlands, Upper Hill, Kilimani and along Ngong Road.
• Order tubs at least an hour before your slot. Buckets and catering need 24 hours' notice.
• We aim to arrive inside your slot. Traffic and weather can delay us; if we are going to be late, we will call or message you. If we are more than 45 minutes late, you can refuse the order for a full refund.
• Someone should be available to receive the order at the address given. If nobody can be reached, we may leave it at reception or take it back. A failed delivery caused by wrong details or no answer is not refundable.

Changes, cancellations and refunds

• Tubs: change or cancel for free until 60 minutes before your slot.
• Buckets and catering: change or cancel for free until 24 hours before delivery. After that we have cooked for you, so we may keep up to 50% of the price to cover food already prepared.
• Something wrong? If an item is missing, wrong or not fit to eat, tell us on WhatsApp within 2 hours of delivery, with a photo if you can. We will replace it or refund it.
• Refunds go back to the M-PESA number that paid, usually within 3 working days.

Food, allergens and Pili Pili Moto

We prepare food to the hygiene standards of the Public Health Act and the Food, Drugs and Chemical Substances Act. Every tub is weighed to a 450 g baseline. Weights can vary slightly within normal tolerances.

Our food contains spices and may contain or come into contact with common allergens, so we can't guarantee any dish is allergen-free. If you have an allergy, ask us before you order.

Pili Pili Moto is extremely hot. Taste a little first, keep it away from children and your eyes, and wash your hands after handling it.

Eat delivered food promptly. Pilau left at room temperature for more than two hours should not be eaten.

Using the website

• Don't misuse the site: no false orders, no orders in someone else's name or number without permission, no attempts to break or overload it. Unauthorised access is an offence under the Computer Misuse and Cybercrimes Act, 2018.
• The Pilau Depot name, the forklift logo, the Pili Pili Moto label, our photographs and the site's design belong to Pilau Depot. You may share links and screenshots, but not use our marks or images to sell anything without our written permission.
• We try to keep the site accurate and available, but we can't promise it will always be error-free or online.
• Links to WhatsApp, M-PESA and social networks lead to services we don't control.

Our responsibility to you

We are responsible for foreseeable loss caused by our breach of these terms or our negligence, and nothing here limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else the law does not allow us to limit.

Otherwise, our total liability for any order is limited to the price you paid for it. We are not responsible for business losses, or for delays caused by events beyond our reasonable control, such as severe weather, road closures, power or network outages, or public unrest.

Governing law and disputes

These terms are governed by the laws of Kenya. If something goes wrong, contact us first and we will try to settle it within 14 days. If we can't agree, either of us may refer the dispute to mediation in Nairobi or to the courts of Kenya. You may also complain to the Competition Authority of Kenya, which handles consumer complaints, or take a claim within its limits to the Small Claims Court.

Changes to these terms

We may update these terms. The version that applies is the one on this page when you place your order. The date at the top shows the latest change.

Contact

• WhatsApp or call: 0782 887844
• Post: Pilau Depot, Nairobi, Kenya