These Terms of Service ("Terms") are a binding agreement between you and Quantum Foods Uganda Limited ("Quantum Foods", "we", "us"), Buwate, Wakiso District, Uganda. They govern your use of our website, customer portal, the Quantum Foods customer mobile application (the "App") and every order or chick booking you place with us through those channels or at our shops. Please read them together with our Privacy Policy, which forms part of these Terms.
1. Your account
- You must be at least 18 years old and able to enter into a binding contract to open an account.
- You must give accurate information (name, phone number, email, district and pickup shop) and keep it up to date. Your phone number and email address are verified with one-time codes; an account that is not verified within 24 hours is removed automatically and you may register again.
- You are responsible for keeping your password confidential and for everything done under your account. Tell us immediately on +256 (0) 752 772 255 if you suspect unauthorised use. We may lock an account after repeated failed sign-ins.
- One account per person or business. We may refuse, suspend or close accounts that are used fraudulently or in breach of these Terms.
- You can delete your account at any time in the App or at /account/delete, subject to section 9.
2. Day-old chick bookings
A booking reserves day-old chicks from a scheduled hatch for collection at the Quantum Foods shop you choose. Because hatchery capacity is planned weeks ahead, bookings follow these rules:
2.1 Deposit and confirmation
- Every booking requires a deposit (by default 25% of the booking value, or the percentage shown to you when booking). A booking is confirmed only when the deposit is received. Until then it is "pending payment" and the birds are not reserved for you.
- The balance is payable at the shop when you collect, or in advance through the App or portal.
2.2 Expiry of unpaid bookings
If the deposit has not been received, the booking is released automatically at 06:00 on the day before the hatch date so that the birds can be offered to other farmers. You will receive a warning before this happens. A released booking cannot be reinstated; you may place a new booking if capacity remains.
2.3 Free-of-charge (FOC) birds
To allow for normal early losses, Quantum Foods supplies an additional 2% of the booked quantity free of charge (rounded down) with every confirmed chick booking. FOC birds are not sold, carry no separate warranty and are adjusted proportionally if the booking quantity changes.
2.4 Collection
- Chicks must be collected from the selected shop on the hatch date or, at the latest, the following day, during shop opening hours. Bring your booking reference and be ready to pay any balance.
- Uncollected chicks are held at your risk. If chicks are not collected within two days of the hatch date we may release them and treat the booking as cancelled under section 2.5.
2.5 Changing or cancelling a booking
- You may reschedule a booking to another hatch date with capacity, or cancel it, from the App or portal. Rescheduling to a more expensive date may require an additional deposit; moving to a cheaper date credits the difference.
- Cancellation before the deposit is paid: free at any time.
- Cancellation of a confirmed booking more than three (3) days before the hatch date: the deposit is refunded to your Quantum Foods wallet credit, usable on any future order or booking, or refunded to your mobile money number on request within 14 days.
- Cancellation within three (3) days of the hatch date, or after the chicks have hatched: requires approval by Quantum Foods and the deposit may be forfeited in whole or in part to cover the cost of the hatched birds. Requests are reviewed within two working days.
- We may cancel a booking where a hatch fails or is short. In that case we will offer the next available date or a full refund of amounts paid, at your choice.
3. Orders for feed and supplies
- An order placed in the App or portal is an offer to buy. We accept it when we confirm it and reserve the stock at your chosen shop; an order may be rejected or reduced if stock is unavailable, in which case we will tell you and refund any payment.
- Orders are for collection at the selected shop during opening hours unless a delivery arrangement is expressly agreed with the shop. Goods remain our property until paid in full.
- Orders that are not paid within the period shown at checkout (or, for pay-on-collection orders, not collected within seven (7) days) may be cancelled and the stock released.
- Please check goods at collection. Claims for damaged or incorrect goods must be raised at the shop before leaving, or within 24 hours through the Support Center with photographs.
4. Payments
- Payment options are cash or mobile money at the shop, Stanbic FlexiPay from the App or portal, and your Quantum Foods wallet credit. Chick booking deposits cannot be paid in cash through the App; they must be paid electronically or at the shop.
- With FlexiPay, a payment request is sent to the mobile money number you nominate; you approve it with your PIN on your phone. A payment is complete only when Stanbic confirms it. Quantum Foods never receives your PIN. Requests that are not approved within the time shown expire and can be retried.
- Payments are recorded against the order or booking reference you select. Any amount received above what is due is credited to your wallet after review.
- Refunds are made to your wallet credit or to the mobile money number the payment came from, normally within 14 days of approval.
- Receipts and statements are available in the App and portal and are sent to your email.
5. Prices and availability
Prices are shown in Ugandan Shillings and include applicable taxes unless stated otherwise. Prices and hatch schedules may change without notice; the price that applies is the price shown when your order or booking is confirmed. Chick availability depends on hatch outcomes and is not guaranteed until collection. Obvious pricing errors may be corrected and the affected order cancelled with a full refund.
6. Live birds, quality and claims
- Day-old chicks are supplied vaccinated as described at the point of sale and are checked before handover. You are responsible for transport, brooding, feed, water, biosecurity and veterinary care after collection.
- Mortality within the first days after collection should be reported to the shop within 48 hours, with photographs and the booking reference. Replacement or credit for excess early mortality is at Quantum Foods' discretion and follows our published mortality claim procedure; it does not cover losses caused by transport, poor brooding, disease introduced on the farm or predators.
- Feed is sold with a best-before date and must be stored dry and off the ground. We accept returns of unopened, undamaged bags within 7 days with the receipt.
7. Acceptable use
You agree not to: give false information; use another person's account; interfere with, probe or overload our systems; place orders or bookings you do not intend to honour; resell chick bookings; or use the services for any unlawful purpose. Repeated unpaid or uncollected bookings may result in a requirement to pay in full in advance or in closure of the account.
8. Liability
- Nothing in these Terms limits liability for death or personal injury caused by negligence, for fraud, or for anything that cannot be limited under Ugandan law.
- Subject to that, our total liability to you in connection with any order or booking is limited to the amount you paid for that order or booking.
- We are not liable for indirect or consequential losses, including loss of profit, loss of flock after handover, or losses caused by events outside our reasonable control (disease outbreaks, hatch failures, power or network outages, government action, extreme weather).
- The App and portal are provided "as is". We aim for continuous availability but do not guarantee it; planned maintenance will be announced where practical.
9. Suspension and termination
We may suspend or close your account, with notice where reasonably possible, if you breach these Terms, if we are required to by law, or if the account is used fraudulently. You may close your account at any time in the App or at /account/delete, provided you have no open chick booking and no unpaid order; deletion takes effect after a 7-day cooling-off period as described in the Privacy Policy. Transaction records are retained for five years as required by law.
10. Changes to the service and these Terms
We may change the App, the portal, shop locations, products and these Terms. Material changes to these Terms will be announced in the App, on the portal or by email at least 14 days before they take effect, except where a change is required by law. Continued use after the effective date constitutes acceptance. Bookings confirmed before a change remain subject to the Terms in force when they were confirmed.
11. Governing law and disputes
These Terms are governed by the laws of the Republic of Uganda. If you have a complaint, please contact us first (section 12); we aim to resolve complaints within 14 days. Any dispute that cannot be resolved amicably is subject to the exclusive jurisdiction of the courts of Uganda, without prejudice to your right to refer a consumer complaint to the relevant Ugandan authority.
12. Contact
Quantum Foods Uganda Limited
Buwate, Wakiso District, Uganda
Phone: +256 (0) 752 772 255 · Email: support@quantumfoods.co.ug
See also our Privacy Policy.