Terms and Conditions of Use

2.1 Who can use Baboon?

• The Platform is available to people aged 18 or older, or who have reached the legal age of majority in their place of residence.
• Users must have a valid email address and mobile phone number.
• Users must reside in or be physically located within the Service Areas.
• Baboon reserves the right to refuse registration or suspend accounts based on reasonable judgment.

2.2 Account registration

• When registering, you must provide accurate, complete, and current information.
• You must keep your password confidential and notify Baboon immediately if you suspect your account has been compromised.
• You remain fully responsible for all activity under your account.
• Only one personal account is allowed. Creating multiple accounts is prohibited.

2.3 Identity verification

Baboon may request additional identity verification, such as phone or email confirmation, as a security measure. Failure to verify may result in account restriction or suspension.

3.1 How does Baboon work?

• Baboon is a digital intermediary platform that connects Users with Partners.
• Baboon enables product ordering through the Platform, coordinates physical delivery, and facilitates payment processing.
• Baboon is not the direct manufacturer, seller, or distributor of products. The sales contract is formed directly between the User and the Partner.

3.2 Service areas

• Baboon currently operates in Albania, including Tirana, Durres, and other expanding cities.
• In Kosovo, Baboon operates in Prishtina and other expanding cities.
• Availability may change, and the full city list is always available on the Platform.

3.3 Service hours

Service hours vary by city, Partner, and time period. The Platform displays estimated delivery time and Partner availability in real time.

4.1 Placing an order

• When placing an order, you choose products, confirm the delivery address, select a payment method, and review the Total Price.
• Your order becomes binding once you click “Confirm Order” and receive confirmation from the Platform.

4.2 Acceptance and rejection of orders

• A Partner may reject an order if items are unavailable, capacity is exceeded, or the delivery address is outside the service area.
• If an order is rejected, you will be notified immediately and any completed payment will be fully refunded.

4.3 Order changes

Once the order has been confirmed by the Partner, it cannot be changed. If you need a change, contact support immediately.

5.1 Product prices

• Product prices are shown on the Platform and may change without prior notice.
• The applicable price is the one shown at the moment the order is confirmed.
• Baboon does not guarantee that Partner prices on the Platform match physical store prices.

5.2 Delivery fee

• The delivery fee is calculated based on distance, order volume or weight, and time of day or current demand.
• The fee is clearly displayed before the order is confirmed.

5.3 Payment methods

• Baboon accepts Visa and Mastercard credit and debit cards processed by Raiffeisen Bank.
• Baboon may also accept cash on delivery where offered by the Partner, and Baboon Credits or vouchers where applicable.
• Baboon does not store payment card information.

5.4 Invoices and receipts

Baboon issues an electronic invoice or tax invoice for each transaction in line with Albanian and Kosovar tax law. Invoices are available in your order history.

5.5 Failed or incorrect billing

If you believe you were billed incorrectly, contact support within 48 hours of the transaction. We will review the issue and refund any confirmed overcharge.

6.1 Cancellation by the User

• You may cancel an order within 2 minutes of confirmation if the Partner has not yet started preparation.
• After that period, cancellation may not be possible or fees may apply.
• To cancel: My Orders, Active Order, Cancel Order.

6.2 Cancellation by Baboon or the Partner

• Baboon or the Partner may cancel the order if items are out of stock, no courier is available, force majeure occurs, or suspicious activity is detected.
• In those cases, the paid amount will be fully refunded.

6.4 Order quality issues

• If delivered products differ from what you ordered, are damaged, or are of unacceptable quality, photograph them within 30 minutes of delivery.
• Report the issue in the “Report Problem” section in the app.
• We will review the case and act within 24 hours.

7.1 Acceptable conduct

• You must provide an accurate and accessible delivery address.
• You must remain reachable on the provided phone number during delivery.
• You must accept delivery within a reasonable time and treat Couriers and Partners respectfully.

7.2 Prohibited conduct

• Providing false or misleading information is strictly prohibited.
• Fraudulent orders, unjustified refusal of confirmed orders, and abuse of complaint or refund systems are prohibited.
• Abusing, threatening, or harassing Couriers, Partners, or Baboon staff is prohibited.
• Using the Platform for unlawful purposes is prohibited.
• Baboon reserves the right to suspend or close any account that breaches these rules without prior notice.

8.1 Baboon ownership

• The Baboon platform, including the brand name, logo, website and app design, source code, texts, photographs, and other materials, is the exclusive property of Eatit Shpk.
• These materials are protected by Albanian and international intellectual property law.

8.2 Limited license

Baboon grants you a non-exclusive, non-transferable, revocable license to access and use the Platform only for the purposes described in this agreement.

8.3 Unauthorized use

• Copying, reproducing, or distributing Platform materials without written permission is prohibited.
• Automated scraping, building competing products from the Platform, and removing or altering intellectual property notices are prohibited.

9.1 Baboon as intermediary

• Baboon acts as an intermediary platform and is not a direct party to the sales contract between the User and the Partner.
• Baboon is not responsible for product quality, safety, origin, food allergies, delays caused by traffic, weather, or external circumstances, or errors in Partner-provided information.

9.2 Liability cap

To the maximum extent permitted by law, Baboon’s liability to the User will not exceed the value of the specific order that caused the damage.

9.3 Force majeure

Baboon will not be in breach of this agreement and will not owe damages for events outside its reasonable control, including natural disasters, strikes, power outages, cyberattacks, or government decisions.

11.1 Closure by the User

You may close your account at any time by contacting [email protected]. Any active order must be completed before closure.

11.2 Closure by Baboon

• Baboon may suspend or close your account if you breach these Terms.
• The same applies in cases of suspected fraudulent activity or where required by competent authorities.

11.3 Effects of closure

After closure, you will lose access to the account and order history. Data will be retained according to the periods stated in the Privacy Policy.

12.1 Governing law

This agreement is governed by and interpreted in accordance with the laws of the Republic of Albania, including civil, commercial, and consumer protection legislation.

12.2 Disputes

• Any dispute will first be addressed amicably within 30 days of notice.
• If that fails, the parties may choose mediation.
• Ultimately, the courts of Tirana, Albania have exclusive jurisdiction.

12.3 Consumer protection

Nothing in these Terms affects your statutory consumer rights under Albanian law. In the event of conflict between these Terms and consumer protection law, the law prevails.

13.1 Severability

If any provision of this agreement is declared invalid or unenforceable, the remaining provisions remain fully in force.

13.2 Waiver

Failure by Baboon to enforce any provision is not considered a waiver of its right to enforce it later.

13.3 Entire agreement

This agreement, together with the Privacy Policy and any other policies published on the Platform, forms the entire agreement between you and Baboon regarding use of the Platform.