Terms & Conditions

2.1 Sales and Delivery Agreements. Through the App, Clients enter into Sales Agreements with Partners and, where applicable, Delivery Agreements with Delivery Partners.

2.2 Ryno's role. Ryno provides an online platform that enables these agreements and acts as a provider of information society services. Except as expressly set out in these Terms (including Ryno's collection of payments and issuing of refunds), Ryno is not a party to any Sales Agreement or Delivery Agreement.

2.3 Partners and Delivery Partners. Partners and Delivery Partners are independent economic and professional service providers and are responsible for their own goods and services.

2.4 User requirements. You must provide accurate registration details and meet the requirements set out in these Terms. If you are under 18, you may use the Service only with the authorisation of your parent or legal guardian, who is responsible for your use of the Service.

2.5 Content. Partners and Delivery Partners are responsible for the content they upload to the App. Ryno may remove content that is alleged to be illegal after receiving notice of it.

2.6 Notices and complaints. Ryno may suspend Users who frequently submit manifestly unfounded notices or complaints.

2.7 Indemnification. You agree to indemnify Ryno against claims, losses, damages and expenses that arise from your breach of these Terms or your unlawful use of the Service.

2.8 Governing law and jurisdiction. These Terms are governed by and construed in accordance with the laws of Ghana. Please contact customer support first if you have a dispute. If it cannot be settled by discussion within 30 days, it will be finally settled by the courts of Ghana.

3.1 You agree to provide accurate, up-to-date and complete information when creating an account.

3.2 You are responsible for keeping your account credentials confidential and for all activity that occurs under your account.

3.3 You must not use the Service for any unlawful, fraudulent or abusive purpose.

3.4 Account security. You must not share your login details or let anyone else use your account. Notify Ryno promptly if you suspect unauthorised access, and take reasonable care to protect your account from phishing and other fraud.

3.5 Keep your details current. Tell us promptly if your phone number, delivery details or payment details change, so that Delivery Partners and Ryno can reach you and payments can be processed.

3.6 Prohibited conduct. You must not (a) copy, decompile or reverse engineer the App or try to obtain its source code, (b) scrape or collect data from the App other than as these Terms allow, (c) introduce viruses or other harmful material, or (d) bypass, disable or interfere with the security features of the App.

4.1 Availability. Orders placed through the App are subject to store availability, stock levels and acceptance by the Partner.

4.2 Prices and fees. Goods Prices, applicable taxes, the Delivery Fee and any Low Order Fee are displayed before checkout. Goods Prices on the App may differ from prices in the Partner's establishment and may change from time to time before you place an Order.

4.3 Payment methods. You may pay online through third-party payment providers, with your Ryno Wallet, or in cash on delivery where this option is offered. Payments are processed securely by third-party payment providers, and Ryno does not store credit card or payment details.

4.4 Payment collection. The Client pays the Goods Price in the amount indicated in the App. Where you pay online or with your Ryno Wallet, Ryno collects the payment on behalf of the Partner and Delivery Partner, and your payment obligation is fulfilled when Ryno receives it.

4.5 Currency. All prices and payments are in Ghana cedis (GHS).

4.6 Low Order Fee. If the Goods Price of your Order is below the Minimum Order Value (currently GHS 50), a Low Order Fee equal to the shortfall is added to your Order. No Low Order Fee applies where the Goods Price is equal to or above the Minimum Order Value. If the Goods Price changes after you place your Order (for example, because an item is unavailable or you add items), the Low Order Fee is recalculated and may increase or decrease accordingly.

4.7 Ryno Wallet. Your Ryno Wallet balance is applied to an Order, or towards an additional payment, only with your confirmation.

4.8 Promotions. Ryno may offer promotions and promo codes at any time. They are subject to their stated conditions, and Ryno may change or withdraw them at any time.

4.9 Fraud. Any fraudulent payment activity may lead to legal action and account termination.

This section applies to grocery Orders paid online.

5.1 Unavailable items. If an item is unavailable in full or in the quantity you ordered, we will notify you and you will have 15 minutes to add items from the catalogue to your Order. No refund is issued at this stage.

5.2 Added items. Items you add are checked for availability. Items that have already been confirmed are not checked again. If an added item is also unavailable, a new 15-minute period applies.

5.3 Settlement. When the 15-minute period ends or you have confirmed your final selection, Ryno settles your Order in a single transaction by comparing the confirmed total with the amount you paid. If the confirmed total is lower, the difference is refunded to your Ryno Wallet in accordance with Section 8. If it is higher, you pay the additional amount, and you may retry a failed payment within the time allowed.

5.4 No response. If you do not act within the 15-minute period, your Order proceeds with the confirmed items and is settled as described above.

5.5 Delivery Fee. The Delivery Fee remains as charged at checkout, regardless of changes to your basket.

6.1 Service areas. The Service is currently available in Labone, Spintex and East Legon. Ryno may add to or change its service areas at any time, and Orders cannot be delivered outside them.

6.2 Delivery times. Delivery times are estimates and may vary due to factors such as distance, product type, traffic and weather conditions.

6.3 Delays. Ryno is not liable for delays caused by unforeseen circumstances, high order volume or force majeure events.

6.4 Unsuccessful delivery. If the Client is not at the Drop-Off Location within 5 minutes of the Delivery Partner's arrival, or the Delivery Partner cannot reach the Client on the phone number provided within 5 minutes of arriving at the Drop-Off Location, the Order may be left at a designated safe location or returned to the Partner.

6.5 Re-delivery. Additional fees may apply for re-delivery.

6.6 Large orders. Large or wholesale Orders may have extended delivery times and may require prior scheduling.

6.7 Unsafe locations. Ryno reserves the right to refuse delivery to any location it considers unsafe or inaccessible.

7.1 You must provide a valid delivery address, be reachable on the phone number you provide, and ensure the Delivery Partner can access the Drop-Off Location.

7.2 You are responsible for checking the condition of the items when you receive them.

7.3 Any issue with incorrect, missing or damaged items must be reported to customer support within 5 minutes of receiving the items.

7.4 You must not engage in abusive, threatening or fraudulent behaviour toward Partners, Delivery Partners or customer support representatives.

8.1 Refunds to Ryno Wallet only. All refunds are made to your Ryno Wallet only. Refunds are not paid to your original payment method, bank account, mobile money account or in cash, regardless of how the Order was paid (including cash on delivery). Credit in your Ryno Wallet can be used to pay for future Orders.

8.2 Eligible refunds. Refunds are processed in line with Partner policies and Ryno's verification, and may be issued for incorrect, damaged or missing items.

8.3 Partner cancellation. If an Order is cancelled because the Partner or Delivery Partner is unable to fulfil it, Ryno will process a full refund to your Ryno Wallet.

8.4 Order settlement. Any amount refunded following settlement under Section 5 is credited to your Ryno Wallet.

8.5 Refund requests. Refund requests must be submitted on the same day the Order is completed.

8.6 Delivery Fees. Delivery Fees are generally non-refundable, unless the delivery failure is due to an issue on Ryno's end, in which case the refund is credited to your Ryno Wallet.

8.7 Cancellation by you. Once an Order is confirmed, cancellation may not be permitted unless the Partner or Delivery Partner is unable to fulfil it.

9.1 All content, logos, trademarks and software displayed on or used in the App are the property of Ryno and its licensors, and you acquire no ownership rights in them.

9.2 Ryno grants you a limited, personal, non-exclusive, non-transferable and revocable licence to use the App for its intended purpose while these Terms apply.

9.3 You may not copy, reproduce or distribute any content from the App without our prior written consent.

9.4 Any unauthorised use of Ryno's intellectual property may result in legal action.

10.1 We process the personal data you provide during registration and through your use of the Service, such as your name, contact details, delivery addresses and order history, in order to provide the Service.

10.2 We process personal data in accordance with the Data Protection Act, 2012 (Act 843) of Ghana and the conditions set out in these Terms.

10.3 We use appropriate technical and organisational measures to protect your personal data against accidental or unlawful loss, alteration, disclosure or access.

10.4 Payment details are handled by third-party payment providers, and Ryno does not store credit card or payment details.

10.5 If you have questions about how your personal data is used, contact us using the details in Section 15.

11.1 Service provided as is. The Service is provided "as is" and "as available". Ryno does not guarantee that it will be uninterrupted, error-free, accurate or reliable at all times, and will use reasonable efforts to correct faults as soon as possible. To the extent permitted by law, Ryno disclaims all warranties that are not expressly stated in these Terms.

11.2 Liability cap. Except where required by law, Ryno is not responsible for any losses, damages or expenses resulting from the use of the Service, and our liability is limited to the total amount paid for the disputed Order.

11.3 Exclusions. Ryno is not liable for loss of profits or business, for indirect or consequential loss, for unauthorised access to your account caused by your failure to keep your credentials secure, or for loss caused by inaccurate or incomplete information you provided.

11.4 Agreements with Partners and Delivery Partners. Ryno is not liable for the performance of Sales Agreements or Delivery Agreements. The Partner is solely liable for any defects in the quality or quantity of the ordered Goods and for other shortcomings in the performance of the Sales Agreement, including any allergic reaction to food or other health issue. Ryno does not assume any liability for these.

11.5 What is not limited. Nothing in these Terms limits liability for death or personal injury caused by negligence, or any other liability that cannot be excluded or limited by law.

12.1 Ryno reserves the right to suspend or terminate accounts that violate these Terms or engage in fraudulent activity.

12.2 You may deactivate your account at any time through the App settings.

12.3 Any misuse of the Service, including chargebacks, fraud or abuse, may lead to permanent suspension.

12.4 Investigation. Ryno may suspend your account while it investigates suspected fraud or a material breach of these Terms.

12.5 Termination by Ryno. Ryno may terminate your account for any reason by giving you at least 7 days' notice, and may terminate it immediately, with reasons, if you materially breach these Terms or the law or harm Ryno's business or reputation.

12.6 Survival. Outstanding payment obligations, and the provisions on liability, indemnification, governing law and any others that by their nature are meant to continue, remain in effect after termination.

13.1 Ryno may update these Terms periodically, and Users will be notified of any significant changes.

13.2 Ryno may add, change or remove parts of the App, its features, pricing, payment methods and the selection of participating Partners, in part or in whole, at any time without prior notice.

13.3 Continued use of the Service after an update constitutes acceptance of the revised Terms.

14.1 Notices. Ryno may give you notice through the App, or by email or SMS to the contact details on your account. A notice sent by email or SMS is treated as received on the day after it is sent.

14.2 Force majeure. Neither you nor Ryno is liable for failing or delaying to perform to the extent this is caused by events beyond reasonable control, such as strikes, fire, flood, earthquakes, government orders or restrictions, or failures of suppliers, utilities, telecom networks or payment providers.

14.3 Assignment. You may not assign or transfer your account or your rights under these Terms. Ryno may assign or transfer these Terms, in whole or in part, to an affiliate or successor.

14.4 Entire agreement. These Terms are the entire agreement between you and Ryno about the Service and replace any earlier communications or agreements on the same subject.

14.5 Mandatory law and severability. Any right or obligation under mandatory law overrides a conflicting term of these Terms to the minimum extent required. If any provision is found invalid, the rest of these Terms remain in effect.