Terms of service

1.About these terms

Freshli is provided by Pila Studio UG (haftungsbeschränkt), trading as Freshli, registered in the commercial register of the Amtsgericht Charlottenburg under HRB 289822 B, of Borner Straße 11, 13051 Berlin, Germany (“Freshli”, “we”, “us”). By creating an account or placing an order you agree to these terms and to our privacy policy, which explains how we handle your personal data.

Nothing in these terms takes away rights you have under consumer protection law where you live - in Nigeria, including the Federal Competition and Consumer Protection Act 2018.

2.How Freshli works

Freshli is a marketplace. The farms listed on it are independent businesses: each one grows or makes its own products, sets its own prices and packs your order. Freshli sells to you on each farm's behalf, as its agent. We run the app, take your payment, pass the farm its share after our commission, organise delivery, and handle support and refunds.

Your contract for the food itself is with the farm that supplies it; your agreement for using Freshli, paying through it and getting help from us is with Freshli. Either way, you deal with us - you never need to chase a farm yourself.

3.Your account

• You must be 18 or older to create an account and buy on Freshli.
• You sign in with a one-time code we email to you. Keep your email account secure: anyone who can read your email can sign in as you.
• Keep your name, email and delivery addresses accurate, so your order reaches you.
• One person per account. You are responsible for orders placed from it.
• You can close your account at any time - see Deleting your account.

4.Ordering and the cut-off

Farms harvest and pack to order. Each delivery day has an order cut-off: orders placed before it are packed for that day's delivery. The app shows the cut-off, and the delivery windows you can choose from, before you pay.

When you place an order you are offering to buy those products at the prices shown. The order is accepted once your payment succeeds and the app confirms it. If a card payment is not completed within a short time, the order is cancelled and its items are released for others.

5.Availability and products

• Farms declare how much they have each week. What you can buy is limited to what is left, and an item can sell out between your adding it to your basket and checking out.
• Some products are made to order - prepared after you order rather than taken from stock - and are not limited in quantity.
• Produce is natural: size, colour and weight vary from photos and from week to week. Products sold by weight or count are packed as close to what you ordered as the harvest allows.
• If a farm cannot supply something you paid for, we will tell you and you will not pay for what you do not receive.

6.Prices and payment

• Prices are set by the farms and shown in the currency of your market (in Nigeria, the naira), including any deal or bulk price that applies.
• Delivery is charged per order unless your basket qualifies for free delivery. The fee and the free-delivery threshold are shown in your basket before you pay.
• Card payments are taken when you place your order, through our payment provider (Paystack in Nigeria). Freshli never sees your full card number.
• Where cash on delivery is offered for your order, you pay the full order total when it is delivered.
• Promotional codes have their own conditions, shown with the code, and cannot be exchanged for cash.

7.Cancellations and refunds

You can cancel an order in the app until a farm starts packing it. When you do, any payment already taken is refunded in full to the card you paid with. Once packing has begun, the farm has harvested and prepared your food for you, so the order can no longer be cancelled.

Refunds are sent as soon as the cancellation goes through. How quickly they reach your account depends on your bank and the payment provider, usually within a few working days.

We may cancel an order - and refund it in full - if a farm cannot fulfil it, if we cannot deliver to your address, if a price was shown in clear error, or if we reasonably suspect fraud.

8.Delivery

• We deliver to the address you choose, in the delivery window you pick at checkout. You can change the window in the app while the new one is still open for orders.
• Please make sure someone can receive the order, as much of it is fresh and perishable. If we cannot deliver after a reasonable attempt, we will contact you to arrange what happens next.
• Responsibility for the order passes to you once it is delivered.

9.If something is wrong

If something is missing, damaged, spoiled or not what you ordered, tell us within 48 hours of delivery - through Help & support in the app, or at hello@getfreshli.com - ideally with a photo. We will make it right with a refund, a redelivery or account credit, your choice where we can offer it.

10.Reviews

After a delivery you can review what you bought. Reviews are public and shown with the name on your account. Keep them honest and about the product and the farm. We may remove a review that is unlawful, abusive, misleading, contains someone's personal information, or is not about a genuine purchase.

11.Using Freshli fairly

When you use Freshli, please do not:

• use someone else's account, email address or payment card without permission;
• place orders you do not intend to pay for or receive, or abuse refunds or promotions;
• harass farmers, drivers or our team;
• copy, scrape or resell the catalogue, or interfere with the app, website or our systems;
• use Freshli for anything unlawful.

12.Our content

The Freshli name, logo, app and website belong to us, and farms' names, photos and descriptions belong to the farms. You may use them only to shop on Freshli. By posting a review you give us permission to show it in the app and on the website.

13.Our responsibility to you

We take reasonable care to run Freshli well, but we cannot promise the app or website will always be available or free of errors.

As far as the law allows, our total responsibility to you for an order is limited to the amount you paid for it, and we are not responsible for losses that were not reasonably foreseeable, or for business losses. This does not limit our responsibility for death or personal injury caused by negligence, for fraud, or for anything the law does not allow us to limit, including your statutory rights as a consumer.

14.Suspending or closing accounts

We may suspend or close an account that breaks these terms, is used for fraud, or puts farmers, drivers or other customers at risk. Where we can, we will tell you why first. Any order we cancel as a result is refunded in full unless the cancellation is because of fraud.

15.Governing law and disputes

If you shop on Freshli in Nigeria, these terms are governed by the laws of the Federal Republic of Nigeria, and the Nigerian courts can hear any dispute. In any other market, the law of the country you shop in applies. Either way, if you are a consumer, this choice of law does not take away the protection of the mandatory consumer protection rules of the country where you live.

Before going further, please contact us at hello@getfreshli.com - almost every problem is quicker to solve together. You can also contact the Federal Competition and Consumer Protection Commission in Nigeria.

16.Changes to these terms

We may update these terms as Freshli changes. The “last updated” date at the top shows when. If a change matters to you, we will tell you in the app or by email before it applies. Orders already placed stay under the terms that applied when you placed them.

17.Contact us

Questions about these terms or an order: hello@getfreshli.com, or Help & support in the app. Legal notices to Freshli should be sent to the same address, or by post to Pila Studio UG (haftungsbeschränkt), Borner Straße 11, 13051 Berlin, Germany.