Terms of Use (ToU) - End Users (Customers)

5.1. Account creation

Some features require an account. The User agrees to provide accurate information and keep it up to date.

5.2. Security

The User is responsible for keeping credentials confidential and for all activity carried out through their account.

5.3. Suspension

Refya may suspend or restrict account access in case of suspected fraud, abusive use, or breach of these Terms.

6.1. Minimum age

The Platform is intended for persons at least 16 years old. The User must comply with the applicable age in their country.

6.2. Regulated Products/Services

To access, request or order Regulated Products/Services (for example: alcohol), the User must meet the legal age requirement (often 18 or legal majority in the country).

Refya may request age confirmation (for example: date of birth) and Merchants may perform additional checks at handover/delivery (for example: ID verification).

Any attempt to bypass these rules may lead to account suspension.

7.1. Refya does not sell

Refya is not the seller, supplier, importer, or manufacturer of products/services offered by Merchants.

The contract (and liability) related to the product/service is between the User and the Merchant.

7.2. Refya does not deliver

Unless explicitly stated otherwise in a feature, Refya is not a delivery service and is not an employer of couriers.

Delivery/collection terms are managed by the Merchant or third-party logistics partners.

7.3. Displayed information

Refya displays information provided by Merchants and/or collected by Refya.

Despite our efforts, Refya does not guarantee the accuracy, completeness, or timeliness of all information (hours, prices, availability, etc.).

Users should verify with the Merchant when necessary.

8.1. Initiating orders/requests

The User may initiate a request or order to a Merchant through the Platform.

8.2. Payment

At this time, unless explicitly stated otherwise, the User pays the Merchant directly (outside the Platform).

Refya is not a party to payment, does not hold funds, and does not manage refunds related to the Merchant's product/service.

8.3. Future evolution

Refya may introduce integrated payment features in the future.

If activated, specific terms (payment, refunds, disputes) may apply in addition to these Terms.

9.1. Required data

When the User places a delivery order, some data may be shared with the Merchant to fulfill the order: first name, last name, phone number, delivery address.

9.2. Purpose

This data is shared only to execute the order, coordinate logistics, and provide related customer support.

10.1. Transactional

Refya may send communications necessary for service operation (for example: security, support, transactional notifications) by email and/or integrations (for example: WhatsApp), depending on enabled features.

10.2. Marketing

Marketing communications (promotions, newsletters) may require consent/opt-in depending on local laws.

The User may unsubscribe from marketing communications when that option is provided.

10.3. Communication with Merchants

The Platform may facilitate contact with a Merchant (for example: WhatsApp).

Further exchanges between the User and Merchant are part of their direct relationship.

11.1. General framework

Some Merchants may offer products subject to restrictions (age, permits, zones, hours, quantities, etc.).

The User agrees to comply with all applicable laws and restrictions in their country/area.

11.2. Alcohol

If alcohol is offered on the Platform, the User confirms they are of legal age.

The Merchant may refuse sale/delivery in case of doubt about age, missing ID, or non-compliance.

11.3. OTC medicines

If over-the-counter medicines are offered, the User acknowledges that Refya does not provide medical advice.

The User is solely responsible for their choices and should consult a health professional in case of doubt, ongoing treatment, allergy, pregnancy, or medical condition.

The Merchant remains responsible for compliance of products sold.

11.4. Prohibited items

The following are prohibited on the Platform: illicit substances, prescription medicines without proper legal process, counterfeit goods, illegal dangerous products, and any product/service prohibited by local law or app store policies.

Refya may remove any content/offer at its discretion.

12.1. User content

If Users can publish content (reviews, ratings, photos, comments), they guarantee they have the necessary rights and that content is lawful, non-defamatory, non-misleading, and respectful of privacy.

12.2. Moderation

Refya may moderate, remove, or limit visibility of any content, without obligation, including after reports or non-compliance.

12.3. Prohibited uses

It is prohibited to: commit fraud, impersonate others, harass, publish illegal content, bypass age restrictions, perform unauthorized mass data extraction (scraping), attack the Platform (security or reverse engineering), or infringe rights of Refya, Merchants, or other users.

13.1. Platform

The Platform, its brand, design, content (excluding third-party content), and components are protected.

Any unauthorized reproduction or exploitation is prohibited.

13.2. Merchant content

Content provided by Merchants remains under their responsibility and may be protected by their own rights.

15.1. Merchant liability

The Merchant is solely responsible for products/services it offers, their compliance, preparation, quality, safety, delivery/handover, pricing, and customer relationship.

15.2. Limitation

To the extent permitted by applicable law, Refya is not liable for indirect damages (loss of profit, loss of data, etc.) or disputes between the User and a Merchant.

Refya is not responsible for inaccurate information provided by Merchants.

15.3. Security

Refya implements reasonable safeguards but cannot guarantee complete absence of vulnerabilities or interruptions.