Terms & Conditions

By downloading, installing, or using the Smart Water Vendor mobile application or website (collectively, the "Service"), you agree to be bound by these Terms & Conditions ("Terms"). If you do not agree to these Terms, do not use the Service.

We reserve the right to modify these Terms at any time. Material changes will be communicated via the app or email at least 7 days before taking effect. Continued use of the Service after changes constitutes acceptance.

Smart Water Vendor is a platform that connects customers seeking clean borehole water delivery with certified water vendors and delivery riders in Kampala, Uganda. The Service includes:

• On-demand and scheduled water delivery ordering
• Real-time order tracking and rider location
• Multiple payment options (pre-paid, post-paid, cash on delivery)
• Subscription and recurring delivery scheduling
• Ratings, disputes, and customer support

You must be at least 18 years old to create an account. You are responsible for maintaining the confidentiality of your login credentials and for all activities that occur under your account.

You agree to provide accurate, current, and complete information during registration and to keep this information updated. We reserve the right to suspend or terminate accounts that contain false information or are used fraudulently.

Placing orders: When you place an order, you are making an offer to purchase water delivery from a certified vendor available through our platform. We reserve the right to refuse or cancel orders at any time for reasons including availability, errors in pricing, or suspected fraud.

Delivery areas: We currently serve select areas within Kampala, Uganda. Delivery availability is shown in the app before checkout. We are not responsible for delays caused by traffic, weather, road conditions, or inaccurate address information.

Delivery time: Estimated delivery times (e.g., "under 60 minutes") are targets, not guarantees. Actual delivery times may vary based on demand, traffic, vendor availability, and other factors outside our control.

Receiving delivery: You or an authorized person must be available to receive the delivery. If no one is available, the rider may attempt contact. After multiple failed attempts, the order may be cancelled and applicable charges applied.

Pre-paid: You may pay for orders in advance using MTN MoMo, Airtel Money, or bank transfer. Payment is processed at the time of order confirmation.

Post-paid: Eligible users and business accounts may opt for post-paid billing. Invoices are generated on a agreed schedule (weekly or monthly) and must be settled within 7 days of issuance. Failure to pay may result in account suspension.

Cash on delivery: Available in select areas. Exact change is appreciated. Riders are not obligated to provide change for large denominations.

Pricing: Prices displayed in the app are set by vendors and include delivery fees where applicable. Prices are subject to change without notice, but orders already confirmed at a stated price will be honored.

Refunds: Refund requests are evaluated on a case-by-case basis. Refunds for failed deliveries, incorrect orders, or quality issues will be processed within 5–10 business days to the original payment method.

You may set up recurring deliveries (daily, weekly, or custom intervals) through the app. Scheduled orders can be modified or cancelled up to 24 hours before the scheduled delivery time. Cancellations within 24 hours may incur a cancellation fee.

We reserve the right to modify or suspend scheduled delivery routes due to vendor availability, regulatory changes, or operational needs. You will be notified of any material changes affecting your subscriptions.

Customer cancellation: Orders may be cancelled without penalty before the rider has picked up the water. Once a rider is en route or has collected the order, cancellation fees may apply to compensate the rider and vendor.

Quality complaints: If you believe the water quality does not meet standards, you may file a dispute within 24 hours of delivery with photo evidence. We will investigate and may offer a replacement delivery or refund.

You agree not to:

• Use the Service for any illegal or unauthorized purpose
• Harass, abuse, or threaten riders, vendors, or customer support staff
• Provide false or misleading information
• Attempt to bypass security features or interfere with the platform
• Create multiple accounts to exploit promotions or referrals
• Resell water purchased through the platform without authorization

Violation of these rules may result in immediate account suspension, legal action, or reporting to relevant authorities.

All content, trademarks, logos, software, and designs related to Smart Water Vendor are the property of Koken Boring Co Ltd or its licensors. You may not copy, modify, distribute, or create derivative works without our express written permission.

To the maximum extent permitted by law, Koken Boring Co Ltd and its affiliates, officers, employees, and agents shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising out of or related to your use of the Service.

Our total liability for any claim arising from the Service shall not exceed the total amount you paid to us in the 3 months preceding the event giving rise to the claim.

We are a technology platform connecting buyers and sellers. While we vet vendors and riders, we do not guarantee the quality of water or the conduct of independent contractors using our platform.

You agree to indemnify and hold harmless Koken Boring Co Ltd, its affiliates, officers, employees, and agents from any claims, damages, losses, or expenses (including reasonable legal fees) arising out of your use of the Service, your violation of these Terms, or your violation of any rights of a third party.

You may stop using the Service and delete your account at any time via the app settings or by contacting support.

We may suspend or terminate your access to the Service immediately, without prior notice or liability, for any reason, including breach of these Terms, fraudulent activity, or non-payment of post-paid invoices.

These Terms shall be governed by and construed in accordance with the laws of the Republic of Uganda. Any dispute arising from these Terms or the Service shall first be attempted to be resolved through good-faith negotiation. If unresolved, disputes shall be submitted to mediation or arbitration in Kampala, Uganda.

For questions about these Terms, please contact us: