Terms and Conditions

1. About these terms

These terms apply to every order placed with Muthaiga Fine Meats Limited ("Muthaiga Fine Meats", "we", "us"), a meat processing and supply company at Landhies Road, next to Kamukunji Secondary School, Nairobi, Kenya. They also apply when you browse muthaigameats.com.

By placing an order or using the website, you ("you", "the customer") agree to these terms. If you do not agree, please do not place an order.

2. Placing an order

• You can order through our website, by phone or WhatsApp on 0740 941 112, or through your account manager if you hold a business account.
• There is no minimum order. Large and bulk orders are placed through our WhatsApp number so we can confirm stock, cuts and delivery.
• Urgent orders: call the WhatsApp number directly and tell us the time you need the delivery.
• An order becomes binding when we confirm it to you by message, call, email or invoice. We may decline or adjust an order if stock is unavailable, and we will tell you before we do.
• Please check your order summary before confirming. Give us accurate contact and delivery details, because delays caused by wrong details are not our responsibility.

3. Our products

• We supply beef, chicken, goat, lamb, fish and sea foods. Our facility is pork-free and our meat is halal-certified.
• You can ask for items fresh or frozen, depending on your requirements. Tell us your preference when you order.
• Meat is a natural product. Shape, colour and the weight of individual pieces can vary slightly from one portion to the next. Where weight matters, we weigh and label each pack.
• Product photos and descriptions on the website are for guidance. Items marked "In stock" were available when the page was last updated, but stock can change during the day.

4. Prices and invoices

• Prices are quoted in Kenya shillings (KES). We confirm the price for your order before you pay, and prices may change between orders.
• Every sale is covered by an electronic tax invoice (eTIMS) issued in line with Kenya Revenue Authority requirements. Any applicable taxes will be shown on the invoice.
• Please keep your invoice. You will need it for any return or query.

5. Payment

We accept the following ways of paying:

Business customers may agree different payment arrangements with us in writing. Always confirm our payment details through our official phone and WhatsApp number before sending money. We will never ask for your M-Pesa PIN or bank password.

6. Delivery

• We deliver within Nairobi and to other counties across Kenya. Delivery options and charges, if any, are confirmed when we confirm your order.
• Delivery times we give are estimates. Traffic, weather, road conditions and security can cause delays. We will keep you informed if your delivery will be late.
• Our vehicles are refrigerated, and orders are packed and labelled to keep the cold chain intact. Please make sure someone is available at the delivery address to receive and sign for the order, ideally during our working hours: Monday to Saturday, 7:00 AM to 5:00 PM. We are closed on Sundays.
• Ownership and risk in the goods pass to you when the order is delivered and received at the address you gave us.

7. Inspection and returns

• Check your order when it arrives, while the driver is still with you. Check quantity, weight, labelling, temperature and condition.
• You can return an order on arrival if it does not meet the standards you asked for, for example the wrong cut, wrong quantity, or meat that is not fresh or frozen as agreed.
• Tell the driver straight away and contact us on 0740 941 112 so we can record the issue. Photos help.
• Where the problem is ours, we will replace the items or refund you for them, as you prefer where possible.
• Because meat is perishable and food safety depends on the cold chain, we cannot take back goods that have been stored incorrectly, partly used, or left outside refrigeration after delivery. This does not limit your rights if the goods were faulty when delivered.
• If you find a quality problem that could not be seen on arrival, contact us as soon as you notice it, and keep the product, packaging and invoice.

8. Storage and handling after delivery

Once you receive your order, safe storage and cooking are your responsibility. Please keep fresh products refrigerated and frozen products frozen, follow the storage and handling guidance on the label, cook meat thoroughly, and do not refreeze thawed meat unless it has been cooked.

9. Changes and cancellations

• You can change or cancel an order before we start preparing it. Contact us as soon as possible on 0740 941 112.
• Once processing, portioning or packing has begun, or the order has been dispatched, we may not be able to cancel it, because the products are prepared specially for you and are perishable. We will always tell you if this is the case.
• If we cancel an order, for example because stock is unavailable, we will tell you promptly and refund anything you have already paid.

10. Our responsibility

We take care to supply safe, good quality food and to handle it in line with the Food, Drugs and Chemical Substances Act (Cap. 254), public health requirements and our own food safety procedures.

We are not responsible for losses caused by events outside our reasonable control, such as severe weather, road closures, power or utility failures, strikes or public emergencies, or for losses caused by incorrect information, unsafe storage or handling after delivery. Nothing in these terms excludes or limits any liability that cannot be excluded under Kenyan law, including liability for goods that are unsafe or not of the quality described, or your rights as a consumer.

11. Using our website

• The content on muthaigameats.com, including text, logos, photos, designs and layout, belongs to Muthaiga Fine Meats or its licensors. Please do not copy or reuse it without our written permission.
• Please use the website lawfully. Do not attempt to interfere with its security or operation, which could be an offence under the Computer Misuse and Cybercrimes Act, 2018.
• We try to keep the website accurate and available, but we do not promise it will always be free of errors or interruptions.
• Links to other websites and social pages are provided for convenience. We do not control them and are not responsible for their content.

12. Your personal data

We handle your personal data as explained in our Privacy Policy, in line with the Data Protection Act, 2019.

13. Changes to these terms

We may update these terms from time to time, for example when our services or the law change. The date at the top shows the latest version. The terms in force when you place an order are the ones that apply to that order.

14. Governing law and disputes

These terms are governed by the laws of Kenya. If you have a complaint, please contact us first so we can try to put things right quickly and fairly. If we cannot resolve it together, either of us may take the matter to the competent courts of Kenya, and you keep any right to approach the relevant consumer protection authority.