Terms for customers

1. What 232bite does

232bite lets you order from restaurants in Freetown, see how long your food will take, pay, and then pick it up or have a 232bite rider bring it to you.

The restaurant makes your food and is responsible for it. We take your order, pass it to the restaurant, take your payment and, for delivery, find a rider.

2. Your account

• You sign in with your phone number. We text you a 6-digit code to check the number is yours.
• Keep your phone and your codes to yourself. Anyone who has your phone may be able to order as you.
• The contact phone on each order must be a number where the restaurant and the rider can reach you.
• You don't need an account to look at restaurants and menus. You need one to place an order.

3. Ordering and wait times

• The restaurant sets its menu, its prices and what is available. A dish marked “Sold out today” can't be ordered.
• When you send your order, the restaurant has a short time to accept it. If it doesn't accept in time, or can't make your order, the order is cancelled and you are not charged.
• Wait times are our best estimate from the restaurant's cooking time, how busy it is and, for delivery, the distance. We show them as a range, like 25–35 min, and update them while you wait. They are not a promise.
• Kitchen notes go to the restaurant. If you have an allergy, tell the restaurant in the note or call them before you order. 232bite doesn't check ingredients.
• You can cancel an order while it is waiting for the restaurant or for your payment. Once the restaurant has accepted and you have paid, you can't cancel it in the app.

4. Prices and fees

Before you pay, you see the full amount, line by line:

• the food, at the restaurant's prices (any tax is already included in the prices you see),
• a delivery fee for delivery orders, which depends on your area and the distance from the restaurant,
• a small service fee per order,
• any promo code discount and any app credit you use.

Every promo shows who can use it, where, until when and any minimum order. A promo can be used only under those conditions.

5. Paying

• Mobile money (Orange Money or Afrimoney). We take payment through our payment provider (we plan to use Monime, a licensed payment company in Sierra Leone). After the restaurant accepts, you get a request on your phone and approve it with your own PIN. We never see your PIN. If the time to approve runs out, the order is cancelled and nothing is charged.
• Cash. For pickup you pay at the counter. For delivery you pay the rider the amount shown in the app. Cash isn't offered on every order: new accounts, some areas and large orders may have limits, an order for someone else can't be paid in cash, and if you refuse a cash delivery you may lose the option to pay cash.
• You are not charged by mobile money until the restaurant accepts your order.

6. Pickup and delivery

• Pickup: go to the restaurant when your order is ready and show your pickup code at the counter.
• Delivery: we deliver to the pin you place on the map, with your landmark note and phone number. Give the rider your 4-digit delivery code only when you have your food.
• Please be ready to answer your phone. If the rider can't reach you, they wait for a set time and tell our support team. After that, the delivery can be ended.

7. Problems and refunds

If something is wrong (a missing item, the wrong order, or food that never arrived), use Help on the order, with a photo if you can. Our support team looks at every request.

When we agree a refund, we pay it back the way you paid, or as app credit you can use on your next order. If you were never charged, there is nothing to refund.

8. Ratings and reviews

• You can rate the restaurant, and the rider for a delivery, for 7 days after your order.
• The restaurant sees your rating and comment with your first name only.
• Keep reviews honest and polite. We may remove reviews that are abusive, false or not about the order.

9. Using 232bite fairly

Please don't place fake orders, misuse promo codes, or treat riders or restaurant staff with disrespect.

If an account is used this way, we may turn off cash payments for it, or pause or close the account. We'll tell you why and how to reach us.

10. What we are responsible for

• The restaurant is responsible for the food: what is in it, how it is made and how it is packed.
• We work hard to keep 232bite running, but the app or website may sometimes be slow or unavailable, for example when the network is down.
• Nothing in these terms takes away rights you have under the law of Sierra Leone.

11. Changes to these terms

We may update these terms as 232bite grows. If a change matters to you, we'll tell you in the app or on the website before it applies. The date at the top shows the last change.