1. Refund & Return Policy

1.1 Overview

Turimo is a digital marketplace connecting farmers and buyers across Rwanda. Because many products are fresh or perishable, refunds and returns are handled carefully to protect both buyers and sellers.

1.2 Eligible Refunds

A buyer may qualify for a refund if:

• The delivered product is spoiled, unsafe, or not fit for consumption at the time of delivery.

• The order delivered is significantly different from what was confirmed (wrong item or quantity).

• The order was paid for but not delivered.

The buyer will bear full responsibility in case the goods are delivered without prior inspection by the buyer. It is important to note that Turimo will only bear responsibility in case it is fully involved in the logistics and delivery of the products.

1.3 Non‑Eligible Refunds

Refunds will not be issued if:

• The buyer changes their mind after delivery.

• The product quality issue results from improper storage or handling by the buyer after delivery.

• The complaint is raised after the allowed reporting time.

1.4 Reporting Timeline

All complaints must be reported within 24 hours of delivery for fresh and cooked food items, and within 48 hours for non‑perishable items.

1.5 Refund Process

• The buyer submits a complaint through the Turimo app or website with supporting evidence (photos or description).

• Turimo reviews the claim and may contact the farmer/vendor.

• If approved, refunds will be processed to the original payment method or Turimo wallet within 5–10 business days.

1.6 Returns

Due to hygiene and safety reasons, returns of fresh food are generally not accepted. Where applicable, a replacement or refund will be considered instead. Therefore, the buyer must confirm and sign off on the deliveries to avoid returns after delivery.

2. Privacy Policy

2.1 Information We Collect

Turimo may collect:

• Personal details (name, phone number, email)

• Delivery and location details

• Payment and transaction information

• Platform usage data

2.2 How We Use Information

We use collected data to:

• Process orders and payments

• Facilitate communication between buyers and farmers

• Improve platform services and user experience

• Meet legal and regulatory obligations

2.3 Data Protection

Turimo takes reasonable technical and organizational measures to protect user data against unauthorized access, loss, or misuse.

2.4 Data Sharing

We do not sell personal data. Information may only be shared with:

• Payment processors and logistics partners (strictly for service delivery)

• Legal or regulatory authorities, when required by law

2.5 User Rights

Users may request to access, update, or delete their personal data by contacting Turimo support.

3. Terms & Conditions for Farmers (Sellers)

3.1 Eligibility

Farmers and vendors must provide accurate identification and product information during registration.

3.2 Product Standards

• All products listed must meet basic health, safety, and quality standards.

• Fresh produce must be safe for human consumption at the time of delivery.

3.3 Pricing & Availability

Farmers are responsible for:

• Setting fair and accurate prices

• Keeping product availability up to date

3.4 Order Fulfillment

• Confirm and prepare orders on time.

• Failure to fulfill confirmed orders may result in penalties or account suspension.

3.5 Payments & Commissions

• Turimo may charge a service commission on completed transactions.

• Payments will be released according to Turimo’s payout schedule.

3.6 Compliance

Farmers must comply with local laws, food safety regulations, and Turimo platform rules.

 

4. Terms & Conditions for Buyers

4.1 Account Responsibility

Buyers are responsible for maintaining accurate account and delivery information.

4.2 Orders & Payments

• All orders must be paid through approved Turimo payment methods.

• Prices displayed at checkout are final unless otherwise stated.

4.3 Delivery

• Buyers must be available to receive orders at the agreed time.

• Delays caused by buyer unavailability may void refund eligibility.

4.4 Proper Use

Buyers agree not to:

• Abuse the refund system

• Post false reviews or complaints

• Use the platform for illegal or fraudulent activities

4.5 Platform Changes

Turimo reserves the right to update services, prices, or policies to improve the platform.

 

5. General Provisions

5.1 Limitation of Liability

Turimo acts as a marketplace facilitator and is not directly responsible for farm production or food preparation, except as required by law.

5.2 Policy Updates

Turimo may update these policies from time to time. Continued use of the platform implies acceptance of the updated terms.

5.3 Governing Law

These policies are governed by the laws of the Republic of Rwanda.

Last Updated: 12/25/2025