Eeats is a food and essentials delivery service operating in Lira, Uganda. This policy explains how we handle your information and manage orders, cancellations, returns, and refunds.
Data we collect
We collect only the information needed to provide and improve the service:
- Account information: your name, email, phone number, password, and saved address.
- Order information: purchased items, delivery details, order status, and support history.
- Payment information: the phone number used for Mobile Money. We never request or store your PIN.
- Device information: notification tokens used to send order updates.
How we use your data
- Process, prepare, deliver, and support your orders.
- Send delivery, payment, and account-security notifications.
- Verify your identity when resetting your password.
- Process Mobile Money payments through enabled payment providers.
- Improve our catalogue and service using reviews and feedback.
Data sharing
We do not sell your personal information. We share only what is required to fulfil the service with delivery riders, payment providers, and messaging providers. We may also disclose information when required by law.
Storage and security
- Passwords are securely hashed and never stored in plain text.
- Production traffic is protected using HTTPS.
- Authentication tokens can be invalidated by logging out.
- Verification codes expire and are subject to request limits.
Your choices and rights
- You can update your account details from your Eeats account.
- You can request deletion through our account deletion page.
- You can contact support to ask about information associated with your account.
We retain account and order information while your account is active and as reasonably required for fulfilment, fraud prevention, reporting, and legal obligations. Eligible deletion requests are processed within 30 days.
Children’s privacy
Eeats is not intended for children under 13, and we do not knowingly collect personal information from children.
Cancellation policy
| Status | Cancellation | Details |
|---|---|---|
| Pending | Available | The order has not yet been accepted and may be cancelled without charge. |
| Processing | Limited | Cancellation is available only within two minutes after preparation begins. |
| Shipped | Unavailable | The rider is already on the way, so the order can no longer be cancelled. |
| Delivered | Unavailable | Delivered food cannot be cancelled or returned. |
Returns and refunds
Food items cannot be returned because they are perishable and prepared for each order. A replacement or refund may be considered for wrong items, missing items, or verified quality issues.
- Report an issue within 30 minutes of delivery.
- Include a clear description and photo when relevant.
- Approved Mobile Money refunds are returned to the original number, normally within 3–5 business days.
- Delivery fees are not refundable after a rider has been dispatched.
Contact support
Contact us as soon as possible when you experience an order or account issue. Support is available Monday–Saturday, 8:00 AM–8:00 PM.
Changes to this policy
We may update this policy as the service changes. The revision date at the top identifies the latest version.