Terms & Conditions

These Terms and Conditions ("Terms") govern your use of the Omnia mobile application and ordering services operated by Neighbor Link (Private) Limited ("we", "us", "our"). By creating an account, placing an order, or delivering orders through the app, you agree to these Terms. If you do not agree, do not use Omnia.

1. About Omnia

Omnia is a marketplace that connects customers with independent restaurants and couriers. We provide the technology to browse menus, place orders, pay, and track delivery or collection. Food preparation, quality, and fulfilment are the responsibility of the individual restaurant you order from, and delivery is carried out by couriers using the app.

2. Eligibility & accounts

You must be at least 18 years old to register and use Omnia. You are responsible for keeping your login credentials secure and for all activity under your account. Provide accurate registration details, keep them up to date, and notify us promptly if you suspect unauthorised access. We may refuse, suspend, or close accounts that provide false information or breach these Terms.

3. Orders

When you submit an order, you make an offer to purchase items from the selected restaurant branch. We or the restaurant may accept or reject orders (for example, if an item is unavailable or the branch is closed). Order confirmation is sent in the app. Prices, menu items, and availability may change without notice until an order is confirmed. Please check your order carefully before paying, because items, quantities, and the delivery address cannot always be changed after the kitchen starts preparing.

4. Prices & fees

The total shown at checkout includes the food price, any delivery fee, applicable discounts, and applicable taxes. The full breakdown appears on your in-app receipt. Delivery fees depend on your delivery location and are shown before you pay. We may correct obvious pricing errors; if an error affects a confirmed order, we will contact you before proceeding.

5. Payments

Orders are paid on delivery or on collection — Omnia does not take payment in the app. At checkout you choose cash on delivery or pay on delivery; with pay on delivery you can settle in cash or by EcoCash transfer arranged directly with your courier when the order arrives, or with the restaurant when you collect. The amount due is the total shown at checkout and is payable in full when you receive or collect the order, so please have it ready — couriers carry limited change. Because no payment is taken in the app, we will never ask you for your EcoCash PIN or wallet credentials; treat any such request as fraudulent and report it to support. Refusing or failing to pay for a confirmed order may result in cancellation and suspension of your account. If we introduce in-app payment methods, these Terms will be updated before they become available.

6. Delivery & collection

Delivery times and ETAs are estimates only and may vary due to traffic, weather, demand, or operational factors. For delivery orders, you must provide a valid, reachable address and be available to receive the order, and your courier may call the phone number on your account. For click-and-collect orders, collect within a reasonable time of being notified that your order is ready. We are not liable for orders that cannot be delivered because of incorrect details or unavailability at the drop-off point.

7. Cancellations & refunds

Once a restaurant has started preparing your order, cancellation may not be possible. Refunds, where applicable, are arranged through our support team — for orders paid in person this is normally an EcoCash transfer to the number on your account — and may take several business days. If there is a problem with your order, such as missing items, an incorrect order, or quality concerns, report it promptly through Report an issue on the order screen or via support. Each case is reviewed individually.

8. Promotions

Promotional codes and discounts are subject to their specific terms, expiry dates, and usage limits, and are validated when you place the order. We may modify or withdraw promotions at any time. Promotions cannot be combined unless explicitly stated and have no cash value.

9. Coin Bank & referrals

The Coin Bank is our loyalty programme. Coins are earned on completed orders and successful referrals, and can be converted into rewards (such as free delivery or vouchers) or donated to the featured community cause once you meet the unlock requirements shown in the app (for example, a minimum number of completed orders or a minimum balance).

Coins are not money: they have no cash value, cannot be transferred, sold, or exchanged for cash, and are forfeited if your account is closed. We may adjust earn rates, conversion options, unlock requirements, or end the programme, and we may reverse coins earned through fraud, abuse, cancelled orders, or error.

10. Ratings & reviews

After a delivered order you may rate the restaurant and your courier and leave a comment. Reviews must be honest and based on your own experience, and must not contain abusive, discriminatory, or unlawful content. We may moderate or remove reviews that breach these rules and may display aggregated ratings in the app.

11. Couriers

If you use Omnia as a courier: keep your profile, licence details, and documents accurate and current; only deliver orders yourself using the account registered to you; handle food safely and comply with road-safety laws at all times. While you are online with an active delivery, the app shares your live location with the customer and the platform so orders can be dispatched and tracked (see the Privacy Policy). We may suspend courier access for unsafe conduct, fraud, or repeated service failures.

12. Acceptable use

You must not misuse the app. This includes harassing restaurant staff, couriers, or other users; placing fraudulent orders; abusing promotions, coins, or referral rewards; attempting to probe, disrupt, or reverse-engineer the platform; or using the service for any unlawful purpose. We may suspend or terminate accounts that violate these Terms or applicable law.

13. Intellectual property

The Omnia app, name, logo, and all content we create are our property or licensed to us. Restaurant names, logos, and menu content belong to the respective restaurants. You may use the app only for its intended personal, non-commercial purpose and may not copy, scrape, or redistribute the platform or its content.

14. Service availability

We aim to keep Omnia available at all times, but the service is provided "as is" and "as available". Interruptions may occur due to maintenance, network issues, or events beyond our control, and features may change as the platform evolves. We do not guarantee that the app will be uninterrupted or error-free.

15. Limitation of liability

To the fullest extent permitted by law, Omnia is not liable for indirect or consequential losses. Our total liability for any claim relating to a specific order is limited to the amount you paid for that order. Nothing in these Terms limits liability that cannot be excluded under applicable law, including consumer protection law in Zimbabwe.

16. Suspension, termination & account deletion

We may suspend or terminate your access to Omnia if you breach these Terms, applicable law, or use the platform fraudulently. You may stop using Omnia at any time and may delete your account yourself from Profile → Delete account in the app. Your account closes as soon as you confirm with your password, and your data is permanently erased 30 days later; signing in again within those 30 days restores the account. Sections that by their nature should survive termination (such as payments owed, liability, and disputes) continue to apply.

17. Privacy

Our Privacy Policy (available in the app under Profile) explains what personal information we collect, how we use and share it, and your rights under the Zimbabwe Cyber and Data Protection Act [Chapter 12:07]. By using Omnia you acknowledge the practices described there.

18. App store terms

Where you obtained Omnia from a third-party app store, the following also applies.

Apple App Store: these Terms are between you and us only — not Apple — and we, not Apple, are solely responsible for the app and its content. Apple has no obligation to provide any maintenance or support for the app. If the app fails to conform to any applicable warranty, you may notify Apple and Apple will refund your purchase price (if any); to the maximum extent permitted by law Apple has no other warranty obligation. We, not Apple, are responsible for addressing any claim relating to the app, including product liability, any failure to conform to legal requirements, and claims under consumer protection or privacy law. We, not Apple, are responsible for investigating and resolving any third-party claim that the app infringes intellectual property rights. You confirm that you are not located in a country subject to a United States Government embargo or designated as terrorist-supporting, and that you are not on any United States Government list of prohibited or restricted parties. Apple and its subsidiaries are third-party beneficiaries of these Terms and may enforce them against you.

Google Play: your use is also subject to the Google Play Terms of Service. Google is not a party to these Terms and is not responsible for the app.

19. Governing law

These Terms are governed by the laws of Zimbabwe. Any dispute that cannot be resolved with our support team first will be subject to the jurisdiction of the courts of Zimbabwe.

20. Changes to these Terms

We may update these Terms from time to time. The current version is always available in the app, and we will notify you in the app of significant changes. Continued use of the app after changes are published constitutes acceptance of the revised Terms.

21. Contact

For questions about these Terms or your orders, contact Omnia support through Help & Support in the app or email admin@neighbor-link.net.