Terms of Service

The Bottle House · Last updated: November 2026

About these terms

These terms are an agreement between you and The Bottle House for using our app to buy drinks and have them delivered. By creating an account or placing an order you accept them.

Eligibility

The Bottle House sells alcoholic beverages. You must be 18 or older to create an account or place an order. Our riders may ask for valid government ID at the point of delivery and will hand an order only to a person aged 18 or older. We reserve the right to refuse delivery if age cannot be verified or if the recipient appears intoxicated.

Your account

You are responsible for the accuracy of the information on your account and for keeping your login credentials and one-time codes secure. One account per person. We may suspend or close an account that breaks these terms.

Orders

Prices, products and availability can change and are confirmed when you place your order. If an item turns out to be unavailable, we will tell you and refund anything you paid for it. Promotions and coupons apply only as described, cannot be exchanged for cash, and may be withdrawn at any time. Loyalty points have no cash value and cannot be transferred.

Pricing & payment

Prices are shown in Kenyan Shillings (KES) and include VAT. A delivery fee based on the distance to your address is shown before you pay. We accept M-PESA and card only, not cash. Orders under KES 8,000 can be paid by M-PESA on delivery: the rider sends an M-PESA prompt to your phone at the door, and the drinks are handed over once that payment is received. Orders of KES 8,000 or more must be paid in the app before delivery. Paying in the app, by M-PESA or card, adds a 3% service fee on the items, shown at checkout. An order paid in the app that is not paid within the time allowed is cancelled automatically, and the items are released. Tips are optional and go to your rider.

Delivery

Delivery times shown in the app are estimates, not guarantees. Each order has a 4-digit delivery code in the app: give it to the rider only when you receive your order, because entering it confirms the delivery. After five wrong codes, the code is locked for 15 minutes. If the rider cannot reach you, or an order to be paid on delivery is not paid, the rider returns the drinks to the store and the order is cancelled. Risk in the goods passes to you on delivery to the address and recipient you provided.

Cancellations & refunds

Orders can be cancelled free of charge any time before a rider has picked them up from the store. Once an order is picked up for delivery it can no longer be cancelled through the app. If we cancel an order, or you cancel an eligible order, anything you paid in the app is refunded to the original payment method. If something is wrong with your order, contact us and we will look into it.

Reviews and ratings

Reviews and rider ratings must be honest and about your own experience. We may remove reviews that are abusive, misleading or unrelated to the product or delivery.

Riders

Riders must complete verification, including ID, driving licence and insurance, before they can take deliveries, and must keep their documents up to date. During a delivery, riders share their location with us as described in our Privacy Policy. These terms cover use of the app; the working arrangement between a rider and The Bottle House is agreed separately.

Prohibited conduct

You may not use The Bottle House to purchase alcohol on behalf of a minor, resell purchased goods, provide false age or identity information, make fraudulent payments, abuse or threaten riders or staff, or interfere with the app or its security.

Closing your account

You can delete your account at any time from the Account page in the app. We may suspend or close accounts for breach of these terms, fraud or misuse.

Limitation of liability

The Bottle House is provided on an as-available basis. To the extent permitted by law, we are not liable for indirect or consequential losses arising from use of the service. Nothing in these terms limits rights you have under Kenyan consumer protection law.

Governing law

These terms are governed by the laws of Kenya, and disputes are handled by the courts of Kenya.

Changes to these terms

We may update these terms from time to time; continued use of the app after a change constitutes acceptance of the revised terms. For significant changes, we will tell you in the app.

Contact us

Questions about these terms can be sent to support@thebottlehouse.app.