Customer Terms & Conditions

Effective 25 September 2026

These terms explain how customers use GRENGo to browse, order and receive goods from independent shops. By creating an account or placing an order, you agree to these terms and the Privacy Policy. If you also sell or deliver through GRENGo, the relevant Vendor Terms or Rider Terms apply to that activity.

1. Accounts and eligibility

Provide accurate contact details and protect your sign-in codes and device. Tell support promptly if you suspect unauthorised activity. You are responsible for providing a reachable phone number and keeping your delivery details current. GRENGo may restrict accounts involved in fraud, misuse or unlawful activity.

2. Shops, products and availability

GRENGo is a platform connecting customers with independent vendors and delivery riders. Vendors are responsible for the products they list, including descriptions, images, price, quality, safety and availability. Product photos may be illustrative. A listing does not guarantee that stock is available when the vendor prepares the order. We will communicate material substitutions, unavailable items or order changes before proceeding where possible.

3. Prices and orders

Review quantities, products, the delivery address, product charges, delivery fee and final total at checkout. The total shown before payment is the amount submitted for that order. We may refuse or cancel an order when a product is unavailable, a price is clearly erroneous, delivery cannot be arranged, payment fails or fraud is suspected. An order may contain items from more than one shop; each vendor prepares its own items.

4. Payments and GRENGo credit

Available payment options are shown at checkout and may be processed by an external payment provider. Never share a verification code with anyone. GRENGo credit, where offered, can be used only under the rules shown in the app and the Billing Policy. Payment success does not guarantee that a vendor will have every item in stock.

5. Delivery address and timing

Choose and check the correct delivery address and pin, provide practical access instructions, and remain reachable during delivery. Fees may change when the address, route or basket changes; review the final fee before paying. Delivery times are estimates, not guarantees. Traffic, distance, weather, vendor preparation, rider availability, building access and other operational conditions can cause delays. If a customer cannot be reached or the address is incorrect, support will advise the available next steps and any applicable extra delivery cost before a new attempt.

6. Cancellations, problems and refunds

Contact support promptly with your order reference if an item is missing, incorrect, damaged or unsafe, or if an order does not arrive. Include useful evidence where available. A cancellation or refund depends on the order stage and the reason for the request; GRENGo reviews the order, vendor and delivery records before determining an appropriate remedy. Eligible paid cancellations may be refunded to the original payment method or offered as GRENGo credit where that option is available. Original-method refunds can take up to 10 business days depending on payment-provider or bank processing; no instant arrival is promised. See the Billing Policy and the Refunds area in your account.

7. Your conduct

Do not use the service for unlawful purchases, fraudulent payments, harassment, abusive content, false delivery claims or interference with other users. Treat vendors, riders and support staff respectfully. You may not resell another person's account or share verification codes.

8. Privacy and service messages

We use account, order and location information to deliver the service, coordinate shops and riders and handle support, as described in the Privacy Policy. Essential order and security messages may be sent by app notification, email or SMS. Promotional messages are subject to your available preferences.

9. Responsibility and disputes

Vendors are responsible for their goods and riders for their delivery conduct; GRENGo coordinates the platform, payment and support processes. Nothing in these terms removes rights or remedies that cannot lawfully be excluded. Contact support with an order reference so we can investigate and seek a fair resolution. Ghanaian law applies, subject to any mandatory consumer protections.

10. Changes

We may update these terms as the service changes. The current version and its effective date will be posted here. Material changes will be communicated where appropriate; continued use after they take effect means you accept the updated terms.