Grubbian

Terms of Service / End User License Agreement (EULA)

Grubbian (K) Ltd

Version: 1.2.1

Effective date: Monday, October 19, 2026

These Terms of Service (the Terms) govern access to and use of Grubbian's mobile application, website and related services (the Platform). By creating an account or accepting these Terms, you enter into an agreement with Grubbian (K) Ltd (Grubbian, we, our or us).

1. Eligibility and accounts

You must be at least 18 years old and legally able to enter into this agreement. If you use the Platform for a restaurant or another organisation, you confirm that you have authority to act for it.

You agree to provide accurate information, keep it up to date, protect your login credentials and notify us promptly if you suspect unauthorised access. You are responsible for activity carried out through your account unless it results from circumstances for which Grubbian is legally responsible.

2. The Grubbian Platform

Grubbian helps diners discover restaurants, review restaurant information, make reservations and, where available, pre-order meals. Restaurant information, menus, prices, opening hours and availability are supplied or confirmed by the relevant Restaurant Partner. They may change before an order is placed.

We grant you a limited, personal, non-exclusive, non-transferable and revocable right to use the Platform for its intended purpose. The Platform and its software, branding and original content remain owned by Grubbian or its licensors.

3. Reservations and orders

The Platform supports the following order types where offered by a Restaurant Partner:

  • Deposit-only reservation (DEPOSIT_ONLY): the diner pays the stated deposit and orders or pays for meals at the restaurant.
  • Meal pre-order (MEAL_PREORDER): the diner selects and pays for meals in advance through the Platform.

An order starts as Pending while the restaurant reviews it. If the restaurant accepts it, the order becomes Accepted and awaits any required payment. It becomes Confirmed only after Grubbian verifies the payment. A message from a browser, device or payment page does not by itself confirm an order.

A diner may cancel a Pending or Accepted order through the available Platform controls. Once an order is Confirmed, the diner should contact the Restaurant Partner or Grubbian support if the booking cannot proceed as planned.

Restaurant Partners are responsible for providing the food and service in a Confirmed order. Diners should arrive at the agreed time and promptly report a problem so that the restaurant and Grubbian have a reasonable opportunity to assist.

4. Payment

Payments are processed by authorised payment service providers. The amount, currency and any applicable deposit, meal price or service charge are shown before payment. Grubbian verifies the provider's payment record before updating an order.

Provider processing, settlement and bank-delivery times may differ from the status shown on the Platform. If a payment result is delayed or uncertain, we may keep the order under review while we reconcile the provider record. We will not knowingly charge or confirm the same order twice.

5. Changes to a booking, service concerns and refunds

If a Confirmed order cannot be delivered as agreed, the Restaurant Partner and diner may arrange a reasonable solution, such as a rescheduled booking, takeaway or another agreed outcome. The restaurant or Grubbian may record the issue while it is being resolved. An unresolved service or refund issue pauses completion of the order.

A Restaurant Partner may request a refund in exceptional circumstances when an appropriate alternative cannot be agreed. Grubbian verifies and processes the request through the original payment record. A successful full or partial cash refund closes the booking as Cancelled. Payment-provider charges that cannot be recovered may be deducted from an ordinary refund where this is disclosed and permitted by law.

If payment is received after an order was already finally cancelled or expired, the late payment will be returned in full. Refunds after a completed dining service are not ordinarily available, but nothing in these Terms limits a right or remedy that cannot lawfully be excluded.

6. Order completion

A paid order may be marked Fulfilled after the scheduled service time when the restaurant has provided the agreed service and no unresolved service or refund issue is recorded. The Platform may complete an eligible order automatically 24 hours after the booked time if no issue has been reported.

Automatic completion is an administrative status based on the information available to the Platform. It is not independent proof of attendance. Diners and Restaurant Partners should therefore report unresolved issues promptly.

7. Grubbian Rewards

Grubbian Rewards may be offered to eligible diners and Restaurant Partners. The current earning and redemption rules are displayed in the Platform and include the following:

  • One point has a redemption value of KES 1.
  • An eligible Meal Pre-order earns one whole point for each complete KES 100 of qualifying cash paid. The portion paid with points does not earn points.
  • Points first appear as Pending after verified payment and become Available when the eligible order is Fulfilled.
  • Redemption becomes available after the diner has earned 100 qualifying points. Once unlocked, spending points does not remove access to redemption.
  • A diner may apply whole points up to the lower of the Available balance and 50% of the original meal value.
  • Points selected during checkout may be temporarily reserved and are used only after payment is verified. They are released if the unpaid checkout is safely cancelled or expires.
  • Points do not currently expire and cannot be withdrawn as cash or transferred to another user.

If an order is refunded, points used for that order are restored and Pending points from that order are removed. Restored points are not treated as newly earned points.

Grubbian may limit or temporarily pause enrolment, earning or redemption where reasonably necessary for security, fraud prevention, funding, legal compliance or reliable operation. A pause does not erase a user's existing points or transaction history. Rewards availability may also depend on the supported app version, valid account information and acceptance of the applicable terms.

8. Reviews and user content

You retain ownership of content you submit, including reviews and images. You grant Grubbian a non-exclusive licence to store, reproduce and display that content for operating, improving and promoting the Platform.

Content must be lawful, accurate to the best of your knowledge, relevant and respectful of other people. We may moderate or remove content that is unlawful, misleading, abusive, fraudulent or unrelated to the Platform experience.

9. Privacy and communications

We handle personal data in accordance with our Privacy Policy and applicable Kenyan data-protection law. Service messages may be sent when needed to operate an account, order, payment, safety process or legal obligation. Marketing communications are managed separately and may be declined using the available preference or unsubscribe controls.

10. Acceptable use

You must not use the Platform to commit fraud, impersonate another person, interfere with the service, gain unauthorised access, manipulate an order or Rewards balance, introduce harmful code, scrape protected data, or infringe the rights of another person.

You may not copy, reverse-engineer or commercially exploit the Platform except where applicable law expressly permits it.

11. Availability and third-party services

We aim to provide a reliable service, but availability may be affected by maintenance, connectivity, payment providers, cloud services and events beyond our reasonable control. We may update the Platform or withdraw a feature where reasonably necessary. We will continue to account for valid paid orders, refunds, points and other recorded obligations during a temporary interruption.

12. Suspension and termination

We may restrict or suspend an account where reasonably necessary to protect users, investigate fraud or misuse, comply with law, or address a material breach of these Terms. Where appropriate, we will explain the restriction and provide a reasonable way to contact support.

You may request account closure through the available account or support process. Closure does not cancel a Confirmed order, refund, payment obligation, Rewards adjustment or other matter that must still be completed or retained by law.

13. Responsibility and liability

Restaurant Partners remain responsible for their food, premises, licences, safety and dining service. Users remain responsible for their own unlawful conduct and information they knowingly provide incorrectly.

To the extent permitted by law, Grubbian is not responsible for indirect or unforeseeable loss, or for a failure caused solely by a user, Restaurant Partner or third-party service beyond our reasonable control. Nothing in these Terms excludes liability or consumer rights that cannot lawfully be excluded or limited.

14. Changes to these Terms

We may update these Terms to reflect changes in the Platform, law or business operations. If a material update requires renewed agreement, we will identify the applicable version and ask you to review and expressly accept it. Merely opening or dismissing a notice does not count as acceptance.

If you do not accept a required update, features that depend on the new terms may be unavailable. Existing paid orders, refunds and recorded financial or Rewards obligations will continue to be handled under the terms applicable to them.

15. Governing law and resolving concerns

These Terms are governed by the laws of Kenya. Please first contact Grubbian support so that we can try to resolve a concern promptly and fairly. If a dispute cannot be resolved directly, the parties may use mediation, a competent court or arbitration where agreed or otherwise applicable. Nothing in this section limits a consumer remedy available under Kenyan law.

These Terms, the Privacy Policy and any applicable Restaurant Partner Agreement form the agreement governing the relevant use of the Platform.