Terms & conditions

Tonoa Local Market (Tonoa) is a multi-vendor marketplace for groceries and household essentials, with same-day delivery from local stores. By creating an account, browsing, placing an order, registering as a vendor or courier, or otherwise using the site or app, you agree to these terms, our privacy policy, cookie policy, and refund policy.

If you use Tonoa on behalf of a business, you confirm you have authority to bind that business.

Shoppers sign in with a phone number and a one-time PIN. Vendors, couriers, and admins sign in with operator credentials. You must provide accurate details and keep your device and sign-in details secure.

• You must be old enough to form a contract in Ghana (generally 18 or older).
• One person or business should not operate multiple accounts to evade limits, bans, or fees.
• We may suspend or close an account that is incomplete, misleading, abusive, or in breach of these terms.
• Vendor and courier accounts may stay pending until we complete checks and approval.

Tonoa lists products sold by independent vendors. Unless we say otherwise, the vendor is the seller of the goods. We provide the platform, checkout, and delivery coordination. We do not manufacture the products and we do not guarantee that every listing is always in stock or pictured exactly as packed.

Prices, availability, and delivery windows can change. A displayed price or ETA is an estimate until the order is confirmed and paid.

When you check out, you offer to buy the items in your cart at the quoted price, plus delivery and any promotion adjustment. An order is placed after payment succeeds (or after we confirm another agreed payment method).

• Payments are typically collected by mobile money. You approve the charge on your own phone. Tonoa never asks for your MoMo PIN on our site.
• Vendors may accept, reject, or mark an order ready. If a vendor cannot fulfil an item, we will help with a refund or replacement where the payment has already been captured.
• You must provide a reachable phone number and a delivery location we can serve. Failed drop-offs caused by a wrong address, an unreachable customer, or refusal to accept a correctly fulfilled order may still be charged.
• Couriers collect from the store and deliver to the address on the order. Handover may require a confirmation code shown in your account.

Promo codes and loyalty benefits are discretionary. They may be limited by store, product, first order, or time window, and we can withdraw a promotion that is abused or issued in error. Discounts apply only if the code validates at checkout.

You can raise a problem from your account (missing items, quality, late delivery, or payment issues). We will review the order history, vendor response, and courier notes. Refunds follow our refund policy and, where approved, go back to the original payment method when the provider allows it.

Perishable goods cannot always be returned. If an item arrives damaged, incomplete, or unsafe, contact us promptly with photos where possible so we can decide on a refund or replacement.

Vendors must list accurate products, keep stock and prices current, pack orders with reasonable care (including cold-chain items), and accept or reject orders in time. You are responsible for food safety, labelling, and any licences your business needs.

Commission, payout timing, and store status follow the rates and policies shown in your vendor workspace. We may suspend a store that repeatedly cancels, substitutes without agreement, or sells prohibited goods.

Couriers are independent contractors, not employees of Tonoa, unless a separate written contract says otherwise. You must be legally allowed to ride or drive, keep your vehicle and documents in order, handle food and parcels carefully, and treat customers and vendors respectfully.

Offers, distance, and earnings shown in the courier workspace are estimates until a delivery is completed and recorded. Payouts follow the schedule in that workspace.

You must not:

• Use the platform for fraud, money laundering, or illegal goods.
• Interfere with other users, scrape the catalog in bulk, or attack our systems.
• Post reviews or content that is false, defamatory, or that you do not have the right to share.
• Attempt to bypass payment, commission, or assignment rules.

The platform is provided as available. Delivery times, catalog data, and third-party networks (including SMS and mobile money) can fail for reasons outside our control. To the fullest extent allowed by Ghanaian law, Tonoa is not liable for indirect or consequential loss, or for loss of profit, data, or goodwill.

Nothing in these terms limits liability that cannot be limited by law, including for death or personal injury caused by negligence, or for fraud.

We may update these terms as the product changes. The "Last updated" date at the top of this page will change when we do. Continued use after an update means you accept the revised terms. Material changes that affect vendors or couriers may also be flagged in the relevant dashboard.

These terms are governed by the laws of the Republic of Ghana. Courts in Ghana have jurisdiction, without limiting any mandatory consumer protections that apply to you.