Terms & Conditions

These Terms & Conditions form an agreement between you and FirstCaffé when you access our website or app, create an account, place an order, purchase or redeem a gift card, join rewards, or otherwise use our services.

By using the services, you confirm that you have read and accepted these terms, our Privacy Policy, and our Return & Refund Policy. If you do not agree, please do not use the services.

You must be at least 18 years old to create and independently use an account. A person under 18 may use the service only with a parent or guardian’s involvement and consent.

You must provide accurate and current information, keep your sign-in method and verification codes secure, and tell us promptly if you suspect unauthorised use. You are responsible for activity carried out through your account unless applicable law provides otherwise.

One customer may use the same supported sign-in identity across our web and mobile experiences. You must not create accounts to impersonate another person, evade restrictions, abuse promotions, or interfere with another customer’s account.

FirstCaffé provides restaurant, bakery, ordering, pickup, delivery, rewards, gift-card, and customer-support services in and around Kampala. Available products, delivery areas, operating hours, prices, payment methods, and promotions may change.

Menu images and descriptions are provided to help you choose. Handmade food and natural ingredients may vary slightly in appearance, size, or presentation. Items remain subject to stock, kitchen capacity, and location availability.

Review your basket, customisations, fulfilment details, contact information, and payment method before placing an order. An order is a request to buy; we may decline or cancel it if an item is unavailable, information is incomplete, payment cannot be confirmed, the address is outside our service area, or accepting it would be unlawful or unsafe.

Prices and fees are shown in the checkout currency before confirmation. We calculate the payable amount using current menu prices, selected modifiers, eligible rewards, gift-card value, delivery charges, and any applicable taxes or discounts. If a clear pricing or listing error affects an order, we may contact you to correct or cancel it and return any amount already paid for the cancelled portion.

Digital payments may be processed asynchronously. A submitted payment can remain pending while the provider confirms it. Do not submit repeated payments unless the order status clearly shows that the earlier attempt failed or support advises you to try again.

Contact support immediately if you need to change or cancel an order. We can only accept a change or cancellation when the kitchen and fulfilment team can reasonably stop or adjust the order. Once preparation has started, ingredients have been committed, or the order has been handed over for delivery or pickup, cancellation may no longer be possible.

We may cancel an order because of stock shortages, payment or security concerns, delivery limitations, safety issues, or circumstances outside our reasonable control. Where we cancel a paid order, we will provide an appropriate refund or other lawful remedy under our Return & Refund Policy.

Delivery and preparation times are estimates, not guarantees. Traffic, weather, order volume, product preparation, address access, and other circumstances may affect the estimate.

You must provide a complete address, a reachable phone number, safe delivery access, and someone available to receive the order. For pickup, arrive at the confirmed location within a reasonable time. Risk in the order passes to you when it is delivered or handed over, except where consumer law provides otherwise.

Our kitchen handles common allergens and many ingredients in shared preparation areas. Tell us about allergies or dietary requirements before placing an order and review the available item information carefully.

We take reasonable care with instructions, but we cannot guarantee an entirely allergen-free environment or that cross-contact will never occur. If an allergy is severe, contact us before ordering so you can decide whether the available preparation arrangements are suitable.

Store and consume food promptly and safely after delivery or pickup. We are not responsible for quality or safety problems caused by improper storage, delayed consumption, reheating, or handling after handover.

Rewards points, tiers, unlocks, referral benefits, and promotions are promotional benefits rather than cash. Their availability, qualifying activity, thresholds, and expiry or campaign dates are shown in the relevant offer or rewards area.

Points are earned only after the qualifying transaction becomes paid and may be reversed if that payment later fails, is refunded, or was obtained through error, fraud, or abuse. Unless an offer says otherwise, one reward unlock may be applied per eligible order and cannot be exchanged for cash.

We may correct an obvious points error or suspend participation where there is evidence of duplicate accounts, self-referral, manipulation, or other abuse. We will not remove benefits arbitrarily where a customer has already met published conditions.

Gift cards are issued only after the purchase payment is confirmed. Keep the code confidential: anyone who has a valid code may be able to use its available balance. Gift cards are not bank accounts, do not earn interest, and cannot be used to purchase another gift card unless we expressly allow it.

A gift card may be used up to its remaining balance and the value of the eligible order. Lost, disclosed, or misdirected codes can be replaced only where we can verify ownership and the remaining value has not already been spent. Voids, reissues, refunds, and failed-delivery support are handled under the gift-card rules shown at purchase and our Return & Refund Policy.

Use our services only for lawful personal or business-ordering purposes. You must not interfere with the service, probe or bypass security, automate abusive traffic, submit malicious material, scrape protected content, misuse another person’s data, make fraudulent claims, harass staff or couriers, or use the platform in a way that harms customers, FirstCaffé, or our providers.

The FirstCaffé name, branding, website and app design, menu copy, photographs, illustrations, and other original material are owned by FirstCaffé or used with permission. You may use the service and view its content for your own lawful purposes, but you may not copy, sell, republish, modify, or exploit protected material without permission.

You retain ownership of feedback, reviews, photographs, or other content you submit. You give us permission to store, reproduce, and display that content as needed to operate the feature, resolve an issue, or publish a review where you chose to submit it for publication.

Our services depend on third parties such as Firebase, payment, hosting, email, mapping, and communications providers. Their own terms may apply when you use their service. We are not responsible for an independent provider’s acts outside our control, but we remain responsible for our obligations under applicable law.

We may temporarily suspend part of the service for maintenance, security, provider outages, or events outside our reasonable control. We will take reasonable steps to restore service and protect confirmed orders.

Nothing in these terms excludes a right or remedy that cannot lawfully be excluded. To the extent permitted by law, FirstCaffé is not responsible for indirect or unforeseeable loss, business loss arising from personal use, or loss caused by your inaccurate information, unsafe handling, unauthorised account access you failed to report, or events outside our reasonable control.

Where we are legally responsible for a claim connected to a particular order, our responsibility will be assessed in light of the loss actually caused, the value of the affected order, and the remedies available under applicable consumer law.

You may stop using the service at any time and may request account deletion through support. We may restrict or close an account where reasonably necessary for security, fraud prevention, unlawful activity, serious or repeated breach of these terms, or protection of customers and staff.

Account closure does not cancel amounts already owed, valid orders already accepted, gift-card balances held by other recipients, or records we must retain by law.

These terms are governed by the laws of the Republic of Uganda. If a problem arises, please contact us first so we can try to resolve it fairly and promptly. If it cannot be resolved, either party may use the courts or another dispute process available under Ugandan law.

We may update these terms to reflect service, operational, or legal changes. The revised terms apply from the date shown at the top of this page. Where a change materially affects an active customer service, we may provide an additional notice.

For questions about these terms or a current order, use Contact Us or Chat with Support on the FirstCaffé website or app. Include your order number where relevant so the team can help quickly.