Terms of Service

1. Agreement to Terms

Welcome to Freshplug Organics Poultry Farm. These Terms of Service ("Terms") govern your use of our website, purchase of our products, and access to our services. By using our website or purchasing our products, you agree to be bound by these Terms.

If you do not agree with any part of these Terms, you may not access our website or purchase our products.

2. About Freshplug Organics

Freshplug Organics Poultry Farm is a licensed organic poultry farming business operating in Kenya. We specialize in:

• Organic free-range chicken and eggs
• Live poultry (chickens, turkeys, and other birds)
• Day-old chicks and breeding stock
• Agricultural consulting and farm tours
• Educational workshops on sustainable farming

All our products are produced in compliance with Kenyan agricultural standards and organic certification requirements.

3. Product Orders and Sales

3.1 Order Placement

• Website Orders: Orders can be placed through our website shopping cart system
• WhatsApp Orders: Orders can be placed via our WhatsApp Business account
• Phone Orders: Orders accepted during business hours
• Order Confirmation: All orders require confirmation before processing

3.2 Pricing and Payment

• Currency: All prices are displayed in Kenyan Shillings (KSH)
• Payment Methods: M-Pesa, bank transfer, cash on delivery (where available)
• Price Changes: Prices may change due to market conditions; orders are honored at confirmed price
• Taxes: VAT included where applicable as per Kenyan tax law

3.3 Minimum Orders and Delivery

• Minimum Order: KSH 1,500 for delivery orders
• Free Delivery: Orders over KSH 3,000 within 20km radius
• Delivery Areas: Service area clearly specified at checkout
• Delivery Times: Estimated delivery windows provided; subject to weather and road conditions

4. Product Quality and Food Safety

4.1 Quality Assurance

• Organic Standards: Products meet certified organic farming standards
• Freshness Guarantee: Eggs delivered within 3 days of laying
• Health Inspections: Regular veterinary health checks for all livestock
• Traceability: Full product traceability maintained as required by law

4.2 Handling Instructions

• Refrigeration: Perishable products must be refrigerated immediately
• Consumption Timeline: Fresh products best consumed within specified timeframes
• Safe Handling: Customers responsible for proper food safety practices
• Live Animals: Special handling and care instructions provided

4.3 Quality Issues

• Inspection: Customers should inspect products immediately upon delivery
• Reporting: Quality issues must be reported within 24 hours
• Documentation: Photos and descriptions required for quality claims
• Resolution: Replacement or refund provided for verified quality issues

5. Live Animal Sales

5.1 Health and Welfare

• Health Certificates: All birds come with health documentation
• Vaccination Records: Complete vaccination history provided
• Quarantine: Recommended quarantine period for new birds
• Animal Welfare: Compliance with animal welfare standards

5.2 Transportation

• Proper Containers: Safe transportation containers provided or specified
• Journey Time: Minimized transport time for animal welfare
• Weather Conditions: Transport scheduled for appropriate weather
• Stress Minimization: Measures taken to reduce transport stress

5.3 Customer Responsibilities

• Suitable Housing: Proper housing prepared before delivery
• Biosecurity: Basic biosecurity measures at customer location
• Ongoing Care: Customer responsible for proper care after delivery
• Local Regulations: Compliance with local zoning and animal-keeping laws

6. Delivery and Logistics

6.1 Delivery Areas

• Service Coverage: Delivery available within specified geographic areas
• Route Planning: Efficient delivery routes planned for product freshness
• Remote Locations: Additional charges may apply for remote deliveries
• Access Requirements: Reasonable vehicle access required

6.2 Delivery Schedule

• Business Days: Standard deliveries Monday through Saturday
• Time Windows: 4-hour delivery windows provided
• Weather Delays: Deliveries may be postponed for severe weather
• Road Conditions: Impassable roads may delay delivery

6.3 Failed Deliveries

• Customer Availability: Customer must be available during delivery window
• Rescheduling: Failed deliveries rescheduled for next available slot
• Additional Charges: Repeated failed deliveries may incur additional fees
• Perishable Products: Special arrangements for time-sensitive products

7. Returns and Refunds

7.1 Return Policy

• Fresh Products: Returns only accepted for quality issues
• Live Animals: Returns must be pre-approved due to biosecurity
• Time Limit: Return requests must be made within 24 hours
• Original Condition: Products must be in original condition for return

7.2 Refund Process

• Investigation: All refund requests investigated promptly
• Processing Time: Refunds processed within 7 business days
• Refund Method: Refunds issued via original payment method
• Partial Refunds: Partial refunds for partial quality issues

8. Farm Visits and Tours

8.1 Booking and Scheduling

• Advance Booking: Farm visits must be booked in advance
• Group Size: Maximum group sizes specified for each tour type
• Educational Tours: Special arrangements for schools and institutions
• Private Tours: Private tours available by special arrangement

8.2 Safety and Biosecurity

• Safety Briefing: Mandatory safety briefing before farm access
• Biosecurity Measures: Foot baths and protective equipment required
• Supervised Access: All visitors must remain with designated guide
• Restricted Areas: Certain farm areas off-limits to visitors

8.3 Liability and Insurance

• Risk Acknowledgment: Visitors acknowledge inherent farm risks
• Supervision of Minors: Children must be supervised by adults at all times
• Insurance: Visitors advised to have appropriate personal insurance
• Farm Insurance: Farm maintains public liability insurance

9. Limitations of Liability

9.1 Product Liability

• Quality Standards: We maintain high quality standards but cannot guarantee perfection
• Proper Handling: Customer responsible for proper product handling and storage
• Natural Variations: Natural variations in organic products acknowledged
• External Factors: Weather, disease, and market conditions beyond our control

9.2 Service Limitations

• Delivery Delays: Not liable for delays due to weather, road conditions, or external factors
• Product Availability: Product availability subject to seasonal and production factors
• Third-Party Services: Limited liability for third-party delivery services
• Force Majeure: Not liable for delays due to circumstances beyond reasonable control

10. User Conduct and Prohibited Uses

10.1 Acceptable Use

• Lawful Purposes: Services must be used for lawful purposes only
• Accurate Information: Provide accurate contact and delivery information
• Respectful Communication: Respectful communication with staff and drivers
• Safety Compliance: Compliance with safety instructions and guidelines

10.2 Prohibited Activities

• False Information: Providing false or misleading information
• Abuse of Staff: Harassment or abuse of staff, drivers, or other customers
• Resale: Commercial resale of products without authorization
• Biosecurity Violations: Intentional violation of biosecurity measures

11. Intellectual Property

All content on our website, including text, images, logos, and designs, is the property of Freshplug Organics Poultry Farm and is protected by Kenyan and international copyright laws.

• Limited License: Personal, non-commercial use of website content permitted
• Restrictions: No reproduction, distribution, or modification without permission
• Trademarks: Freshplug Organics name and logo are trademarks
• User Content: You retain rights to content you submit but grant us license to use

12. Governing Law and Dispute Resolution

12.1 Governing Law

These Terms are governed by the laws of Kenya, including:

• Consumer Protection Act, 2012
• Sale of Goods Act
• Contract Act
• Agriculture and Livestock Acts

12.2 Dispute Resolution

• Direct Communication: We encourage direct communication to resolve issues
• Mediation: Disputes may be resolved through mediation
• Legal Action: Legal disputes resolved in Kenyan courts
• Consumer Rights: Consumer protection rights under Kenyan law preserved

13. Changes to Terms

We may modify these Terms from time to time. Changes will be communicated through:

• Website posting with updated date
• Email notification to registered customers
• WhatsApp notification for significant changes

Continued use of our services constitutes acceptance of modified Terms.

14. Contact Information

For questions about these Terms of Service or our business practices:

15. Severability

If any provision of these Terms is found to be unenforceable or invalid, the remaining provisions will continue in full force and effect. Invalid provisions will be replaced with valid provisions that most closely reflect the original intent.