Terms and Conditions of Sale — Gishwati Farms

Last updated: 1 September 2026 Effective for orders placed on or after: 1 September 2026

Please read these Terms and Conditions ("Terms") carefully before placing an order on gishwatifarms.rw (the "Site"). By placing an order, you agree to be bound by these Terms. If you do not agree, please do not use the Site to make a purchase.

1. Who We Are

This Site is operated by Gishwati Farms ("Gishwati Farms," "we," "us," or "our"), operating in the Republic of Rwanda.

Registered and correspondence address: Ngoma, Northern Province, Rwanda.

For any questions about an order or these Terms, contact us at:

• Email: gishwatifarms10@gmail.com
• Phone: +250 788 465 258

2. Definitions

• "Order" means a request to purchase products submitted by you through the Site.
• "Products" means the dairy and other goods offered for sale on the Site.
• "You" / "Customer" means the person placing an Order, and, consistent with current Rwandan consumer protection law, anyone authorised by that person to use the Product or service purchased.

3. Eligibility

You must be at least 18 years old and have the legal capacity to enter into a binding contract to place an Order. By placing an Order, you confirm that you meet these requirements.

4. Products and Availability

• All Products are subject to availability. We reserve the right to limit quantities, discontinue a Product, or refuse an Order for a Product that is out of stock, even after an Order has been submitted.
• Product images are for illustration. Actual packaging, weight, or appearance may vary slightly.
• Our Products, including dairy items, are perishable. Estimated shelf life and storage instructions (e.g. refrigeration requirements) will be indicated on the Product page or packaging — please follow them; we are not responsible for spoilage caused by improper storage after delivery.

5. Prices and Payment

• All prices are displayed in Rwandan Francs (RWF) and are inclusive of applicable taxes unless otherwise stated.
• Shipping/delivery fees are shown separately at checkout before you confirm your Order and are added to the total price.
• We accept payment via Mobile Money (currently MTN Mobile Money and Airtel Money) processed through our payment partner, PawaPay. You will be prompted to approve the payment on your mobile device using your Mobile Money PIN. Cash on delivery may also be offered at checkout when available.
• An Order is only accepted and confirmed once payment has been successfully completed, except where you have selected cash on delivery, in which case the Order is accepted subject to payment on delivery. If a Mobile Money payment is not approved, fails, or is not completed within a reasonable time, the Order will not be processed, and no goods will be reserved or dispatched.
• We take reasonable care to ensure prices displayed are accurate. If a pricing error is discovered before dispatch, we will contact you to confirm whether you wish to proceed at the correct price or cancel the Order, with a full refund if payment was already made.

6. Order Confirmation

Before you submit payment, the Site will display a summary of your Order, including the Products selected, quantity, unit price, delivery fee, and total price, for your review. Once payment is completed (or a cash-on-delivery Order is placed), you will receive an order confirmation by email, including your Order reference number. This confirmation is acknowledgement that we have received and accepted your Order — it does not itself guarantee availability of every item if a stock discrepancy is later discovered (see Section 4).

7. Delivery

• We currently deliver within Rwanda to the address you provide at checkout. Delivery is carried out by our delivery team or a partner we appoint.
• Estimated delivery timeframes will be shown at checkout and/or in your order confirmation. These are estimates, not guaranteed delivery windows, and may be affected by location, weather, or circumstances beyond our control.
• Risk in the Products passes to you once they are delivered to the address provided. Please inspect perishable items promptly on receipt and contact us immediately (see Section 9) if anything is damaged, incorrect, or unsatisfactory.
• It is your responsibility to provide an accurate delivery address and to be available (or arrange for someone to be available) to receive the Order. Additional charges may apply for redelivery due to an incorrect address or failed delivery attempt.

8. Right of Withdrawal

In line with Rwandan consumer protection law, you have the right to withdraw from your purchase within seven (7) days of receiving the Product, without needing to give a reason, subject to the exclusions below.

Important exclusion for perishable goods: because our Products are perishable dairy items that begin to deteriorate shortly after delivery, the right of withdrawal does not apply once a perishable Product has been delivered, opened, or its seal broken, except where the Product is defective, damaged, or not as described (see Section 9).

To exercise a valid right of withdrawal, contact us within the applicable period using the details in Section 1.

9. Damaged, Defective, or Incorrect Products

If you receive a Product that is damaged, defective, spoiled on arrival, or different from what you ordered, contact us within 48 hours of delivery with your Order reference and, where possible, photos of the issue. Depending on the circumstances, we will offer a replacement or a refund.

10. Refunds and Cancellations

• Where a refund is due (including under Sections 5, 8, or 9), it will be processed back to the Mobile Money account used for the original payment, or as otherwise agreed for cash-on-delivery Orders. Refund processing times depend on our payment partner and the relevant Mobile Money provider and are typically completed within 5 business days of approval, though this is not guaranteed.
• We may decline or need to investigate a refund request that appears fraudulent, abusive, or inconsistent with these Terms.
• We reserve the right to cancel an Order — with a full refund of any amount already paid — where: the Product is unavailable, we suspect fraud or an error in pricing or description, or delivery is not reasonably possible to the address provided.

11. Your Account

If you create an account on the Site, you are responsible for maintaining the confidentiality of your login credentials and for all activity under your account. Notify us immediately of any unauthorised use.

12. Acceptable Use

You agree not to use the Site to: submit fraudulent Orders or payment information; attempt to interfere with the Site's security or normal operation; or use the Site for any unlawful purpose.

13. Intellectual Property

All content on the Site — including the Gishwati Farms name, logo, product descriptions, images, and design — is owned by or licensed to us and may not be copied, reproduced, or used without our prior written consent.

14. Limitation of Liability

To the fullest extent permitted under Rwandan law, our liability for any claim arising from your Order is limited to the value of that Order. We are not liable for indirect or consequential losses. Nothing in these Terms limits any liability that cannot be excluded under Rwandan law, including liability for death or personal injury caused by our negligence, or liability arising from consumer rights that cannot be lawfully waived.

15. Force Majeure

We are not responsible for delays or failures in performance resulting from circumstances beyond our reasonable control, including but not limited to natural disasters, power or network outages, supplier failures, or government action.

16. Data Protection

We collect and process personal information (such as your name, contact details, delivery address, and order history) to fulfil your Order and in accordance with our Privacy Policy, consistent with Rwanda's Law on the Protection of Personal Data and Privacy. We do not store your Mobile Money PIN or full payment credentials — these are handled directly between you and your Mobile Money provider via our payment partner, PawaPay.

17. Complaints

If you have a complaint about your Order or these Terms, please contact us first using the details in Section 1 so we can try to resolve it directly. If a complaint cannot be resolved between us, you may refer it to Rwanda's competition and consumer protection regulator or pursue any other remedy available to you under Rwandan law.

18. Changes to These Terms

We may update these Terms from time to time, for example to reflect changes in the law, our Products, or how we operate. The version in effect at the time you place an Order will govern that Order. We will update the "Last updated" date above when changes are made.

19. Governing Law

These Terms are governed by the laws of the Republic of Rwanda. Any dispute arising from these Terms or an Order will be subject to the jurisdiction of the competent courts of Rwanda.

20. Entire Agreement / Severability

These Terms, together with our Privacy Policy and any Order confirmation, constitute the entire agreement between you and us regarding your purchase. If any provision of these Terms is found unenforceable, the remaining provisions will continue in full force.

By placing an Order, you confirm that you have read, understood, and agree to these Terms and Conditions.