These General Terms and Conditions govern access to and use of the PIDE platform (mobile app and website) and the placing, through it, of orders with restaurants, supermarkets and other merchants, as well as their home delivery in the Republic of Equatorial Guinea. Please read them carefully before creating an account or placing an order.

1. Company information

The PIDE platform is owned and operated by:

PIDE S.L.

Registered office: [full address], Malabo, Republic of Equatorial Guinea

Tax Identification Number (NIF): [NIF]

Registered with the Commercial Registry of [city] under number [registration number]

Email: [soporte@pide.gq] · Phone / WhatsApp: [+240 …]

Hereinafter "PIDE", "we" or "the Company".

2. Definitions

Platform: The PIDE customer mobile app (iOS and Android), the website and any other digital channel operated by PIDE.
User or Customer: An adult individual who registers on the Platform and places orders for personal or household consumption.
Merchant: A restaurant, supermarket, shop or other establishment offering its products on the Platform under a collaboration agreement with PIDE.
Courier: A person (motorbike rider or delivery person) who collects and delivers orders under a collaboration agreement with PIDE.
Order: A request to purchase one or more products from a Merchant, placed by the Customer through the Platform, together with the delivery service where applicable.
Delivery Service: Collection of the Order from the Merchant and transport to the address provided by the Customer.
Account: The User's personal area on the Platform, protected by their login credentials.
Service Area: The geographic area in which PIDE provides the Delivery Service, shown on the Platform. At launch, the Service Area is limited to the city of Malabo.

3. Purpose and acceptance

These General Terms and Conditions set out (i) the rules for using the Platform and (ii) the terms applicable to Orders and the Delivery Service.

Registering on the Platform and placing any Order constitute full and unconditional acceptance of these Terms in the version in force at the time of the Order. Acceptance is given by ticking the box provided during registration. If you do not agree with them, you must not use the Platform.

These Terms are supplemented by the Privacy Policy and, where applicable, by the specific terms of each promotion, which prevail over these Terms on matters specific to them.

4. PIDE's role: marketplace and delivery

PIDE acts as a technology platform connecting Customers with Merchants and organises the Delivery Service through partner Couriers.

Each Merchant is the sole seller of the products it offers. It is responsible for their preparation, quality, hygiene, storage, composition, labelling, allergen information and compliance with applicable health regulations.
Product photos and descriptions are supplied by Merchants and are for illustration only. Actual presentation may vary slightly.
PIDE is responsible for the proper operation of the Platform, the handling of Orders and the organisation of the Delivery Service.
Couriers are independent partners bound to PIDE by a collaboration agreement. They are not employees of the Merchants.

5. Registration and user account

5.1 Eligibility

An Account is required to place Orders. The User declares that they are at least 18 years old and have the legal capacity to enter into contracts. PIDE may request proof of age at any time.

5.2 Accurate information

The User agrees to provide true, complete and up-to-date information (name, phone number, delivery address). The phone number is verified by a one-time code (OTP) sent by SMS or WhatsApp.

5.3 Account security

The Account is personal and non-transferable. The User is responsible for keeping their credentials confidential and for all activity carried out through their Account, and must notify PIDE without delay of any unauthorised use.

5.4 One account per person

Each person may hold only one Account. Creating multiple accounts, in particular to benefit more than once from a promotion, is prohibited.

6. Placing an order

The Customer selects a Merchant available in their area, adds products to the basket and specifies any options or comments.
They enter or confirm the delivery address with useful landmarks (neighbourhood, reference point, building colour), as many addresses are not numbered.
They choose a payment method and review the summary: products, price, delivery fee, service fee, discounts and total.
They confirm the Order by pressing the confirmation button, which creates an obligation to pay.

The contract is formed when the Merchant accepts the Order. The Customer receives a confirmation notification on the Platform. If the Merchant rejects the Order or a product is unavailable, the Customer is informed and is not charged for the affected product; if already paid, a refund is made under Article 10.

The Customer can track the status of their Order in real time. Displayed preparation and delivery times are estimates.

7. Prices, delivery and service fees

Prices are shown in CFA francs (XAF), including taxes where applicable. They are set freely by each Merchant and may differ from in-store prices.
Delivery fees depend in particular on distance, area and demand, and are displayed before the Order is confirmed.
A service fee and a small order fee may apply when the amount is below [amount] XAF. All fees are clearly displayed before confirmation.
The applicable price is the one displayed when the Order is confirmed. In the event of an obvious pricing error, PIDE will inform the Customer, who may accept the correct price or cancel free of charge.
Tips for the Courier are optional and are paid to the Courier in full.

8. Payment

Available payment methods are shown on the Platform and may include cash on delivery, mobile money and bank card, subject to availability.

Cash payment: the Customer should, where possible, have the exact amount ready. The Courier may not carry change for large notes.
Electronic payments: these are processed by third-party payment providers. PIDE does not store full card details.
PIDE may restrict certain payment methods, in particular after non-payment incidents or for high-value orders.
Any Order delivered and not paid for is a debt that is immediately due. PIDE reserves the right to suspend the Account until it is settled.

An Order receipt is issued and available from the Account. Invoices for products are issued by the Merchant where required by law.

9. Delivery

9.1 Area and hours

Delivery is only available within the Service Area and during the opening hours of each Merchant and of the service, as shown on the Platform.

9.2 Timing

Delivery times are estimates. They may be affected by traffic, weather, heavy rain, road checks, power or network outages, or order volume. A reasonable delay does not, in itself, give rise to compensation.

9.3 Receiving the order

The Customer, or a person they designate, must be present at the address given and reachable by phone. If the Courier cannot deliver the Order after waiting 10 minutes and attempting to contact the Customer, the Order is deemed undeliverable due to the Customer: the full amount remains payable and no refund is due, unless the failure is attributable to PIDE.

9.4 Checking the order

The Customer is advised to check the Order on delivery (number of items, condition of packaging) and to report any issue immediately to the Courier and through the Platform.

9.5 Safety and respect

The Courier may refuse to deliver to a location they consider dangerous or inaccessible, or in the event of aggressive or disrespectful behaviour. Article 9.3 then applies.

10. Cancellations and refunds

10.1 By the Customer

The Customer may cancel their Order free of charge until the Merchant has accepted it. Once accepted and in preparation, since the products are perishable or made to order, cancellation may not be possible or may result in the Order being charged in full or in part.

10.2 Right of withdrawal

Given the nature of the products (prepared meals, perishable goods or goods for immediate consumption), the Customer has no right of withdrawal once the Merchant has accepted the Order, without prejudice to their rights in the case of non-conforming products.

10.3 By PIDE or the Merchant

PIDE or the Merchant may cancel an Order due to unavailability, unexpected closure, inability to deliver, suspected fraud or force majeure. The Customer is informed and refunded in full.

10.4 Refund methods

Refunds are made, at PIDE's discretion, to the original payment method or as credit on the Account, within 14 days of approval. Orders paid in cash are refunded as Account credit or by a method agreed with the Customer.

11. Complaints

If a product is missing, incorrect, damaged or non-conforming, the Customer must submit a complaint through the Platform ("Help" section) or using the contact details in Article 1, within 24 hours of delivery, stating the Order number, a description and, where possible, photos.

PIDE will review the complaint, together with the Merchant where relevant, and respond within a reasonable time. If the complaint is upheld, PIDE may offer a full or partial refund, Account credit or a replacement delivery. Abusive or repeated unfounded complaints may lead to suspension of the Account.

12. Restricted products, allergens and food safety

Alcohol and tobacco: their sale is restricted to persons who have reached the legal age required in Equatorial Guinea. The Courier may ask for ID on delivery and refuse to hand over these products if age is not proven or if the recipient is visibly intoxicated. Such products are then not refunded.
Allergens: Customers with allergies or intolerances must check the information provided by the Merchant and, if in doubt, contact the Merchant before ordering. PIDE does not prepare the products and cannot guarantee the absence of traces.
Consumption: food should be consumed as soon as possible after delivery and stored appropriately. PIDE and the Merchant are not liable for damage resulting from improper storage after delivery.
Using the Platform to order illegal products, or products whose sale is prohibited or restricted, is forbidden.

13. Promotions, codes and credit

Promo codes and offers are subject to their own specific terms (validity period, minimum spend, participating Merchants, one use per Account, etc.).
They cannot be exchanged for cash, cannot be combined unless stated otherwise, and cannot be transferred or sold.
Account credit (vouchers or refunds) can only be used on the Platform and cannot be converted into cash, unless required by law.
PIDE may cancel benefits obtained fraudulently or in breach of these Terms.

14. User obligations

The User agrees to:

use the Platform in accordance with the law, these Terms and in good faith;
treat Couriers, Merchants and PIDE staff with respect; any harassment, threat, assault or discrimination will result in immediate closure of the Account;
not place fake or prank orders, or orders with no intention to pay;
not use the Platform for commercial or resale purposes without written authorisation;
not attempt to access unauthorised systems, scrape data, introduce viruses or circumvent security measures;
not post unlawful, defamatory or offensive content, or content that infringes the rights of others.

15. Personal data protection

PIDE processes Users' personal data in accordance with Law No. 1/2016 of 22 July on the Protection of Personal Data of the Republic of Equatorial Guinea and its Privacy Policy.

Data processed: identity and contact details, delivery addresses, geolocation (when enabled), order history, payment data (to a limited extent) and exchanges with customer support.
Purposes: managing the Account and Orders, delivery, payments, customer support, fraud prevention, service improvement and, with the User's consent, marketing communications.
Recipients: strictly necessary data (name, phone number, address, Order contents) is shared with the Merchant and the Courier to fulfil the Order, and with PIDE's technical providers (hosting, messaging, payments, maps), which may be located outside Equatorial Guinea.
Rights: the User may exercise their rights of access, rectification, erasure and objection by writing to [privacidad@pide.gq]. They can delete their Account from the Platform.
Geolocation is used solely to facilitate delivery and Order tracking and can be disabled in the device settings.

16. Ratings and user content

The User may rate Merchants and deliveries. Ratings must be honest, based on a genuine experience and comply with the rules in Article 14. The User grants PIDE a free, non-exclusive, worldwide licence to display such content on the Platform for the duration of the applicable rights. PIDE may moderate or remove any content that breaches these Terms.

17. Intellectual property

The PIDE brand, its logo, its tagline "Rápido. Seguro. Local.", the design, texts, code and other elements of the Platform are the property of PIDE S.L. or its licensors. The User is granted a personal, non-exclusive, non-transferable right to use the Platform for private purposes. Any reproduction, modification or exploitation without prior written authorisation is prohibited. Merchants' brands and content belong to their respective owners.

18. Platform availability

PIDE endeavours to keep the Platform available at all times but does not guarantee it. Access may be interrupted for maintenance, updates, technical failures, or telecom or power supply incidents. The User is responsible for their own device and internet connection, at their own cost. Installing app updates may be required to use the Platform.

19. Liability

PIDE is liable for the proper performance of the services it provides directly (Platform, Order handling and Delivery Service), within the limits set by law.
The Merchant is liable for the products it sells, in accordance with Article 4.
PIDE is not liable for indirect damage, or for damage resulting from use of the Platform in breach of these Terms, inaccurate information provided by the User, the Customer's absence at delivery, or force majeure.
Except in cases of wilful misconduct or gross negligence, PIDE's liability for any Order is limited to the amount paid for that Order.
Nothing in these Terms limits any liability that cannot be limited under applicable law.

20. Force majeure

Neither party is liable for failure to perform due to force majeure, meaning any unforeseeable and unavoidable event beyond its control, including: natural disasters, torrential rain and flooding, epidemics, decisions of public authorities, traffic restrictions, civil unrest, and widespread outages of electricity, internet or mobile networks.

21. Account suspension and closure

The User may close their Account at any time from the Platform or by contacting customer support. PIDE may suspend or close an Account, with prior notice where possible, in the event of breach of these Terms, non-payment, fraud, abusive behaviour or prolonged inactivity. Closure does not affect Orders in progress or amounts still owed.

22. Changes to these Terms

PIDE may amend these Terms to reflect changes to the service or to the law. Changes will be notified to the User on the Platform before they take effect. Orders are governed by the version in force when they are confirmed. Continued use of the Platform after the changes take effect constitutes acceptance.

23. General provisions

Severability: if any clause is held invalid, the remaining clauses remain in full force.
No waiver: PIDE's failure to enforce a clause at any given time does not constitute a waiver of it.
Assignment: PIDE may assign these Terms to any entity succeeding it in the operation of the Platform.
Communications: electronic communications (notifications, SMS, WhatsApp, email) have the same value as written communications. PIDE's system records are evidence of Orders and payments, unless proven otherwise.
Language: these Terms are available in Spanish, French and English. In the event of any discrepancy, the Spanish version prevails.

24. Governing law and disputes

These Terms are governed by the laws of the Republic of Equatorial Guinea, including the applicable OHADA Uniform Acts. In the event of a dispute, the parties will seek an amicable solution: the User may submit a complaint to customer support, which will respond within 30 days. Failing agreement, the dispute will be referred to the competent courts of Malabo, subject to any mandatory rules that apply.

25. Contact

For any question, complaint or request to exercise your rights: the "Help" section of the app, email [soporte@pide.gq], phone/WhatsApp [+240 …], or by post to the address in Article 1.