Terms of Service

Last updated: 27th April 2026

These Terms of Service apply to your use of www.ingo.ke and to all purchases, orders, bookings, event tickets, corporate gifting requests, build-your-own boxes, and related services offered by iNGO.

By accessing our website, placing an order, making payment, booking an event, or engaging with us through our official channels, you agree to these Terms of Service.

If you do not agree with these terms, you should not use the website, place an order, or attend an iNGO event.

1. About iNGO

iNGO is a Kenyan food, gifting, and dining brand offering curated pantry boxes, wine boxes, culinary boxes, coffee and tea boxes, build-your-own boxes, corporate gifts, and pop-up dining experiences.

Our products and experiences are offered mainly within Kenya and are priced in Kenyan Shillings (KES).

2. Contact

For enquiries, order support, corporate gifting, event bookings, or complaints, contact us through:

Instagram: @ingoandco

Website: www.ingo.ke

3. Eligibility

By using the website or placing an order, you confirm that you are legally able to enter into a binding transaction under Kenyan law.

Where your order includes alcohol or any age-restricted product, you confirm that you and the intended recipient are at least 18 years old.

We reserve the right to refuse, cancel, or limit any order where we reasonably believe that the purchaser or recipient does not meet the applicable age requirements.

4. Products and Services

Through the website, iNGO may sell or offer:

Pantry boxes
Wine boxes
Culinary boxes
Coffee boxes
Tea boxes
Build-your-own boxes
Limited-edition boxes
Corporate gifts
Pop-up dinner tickets
Event experiences
Related food, drink, and gifting products

All products are subject to availability.

We may change, discontinue, remove, or replace any product, box, experience, or service at any time without prior notice.

5. Product Images and Descriptions

Product images on the website are indicative only.

Actual products, packaging, colours, presentation, labels, ingredients, bottle shapes, producer packaging, and box contents may vary from the images shown.

We make reasonable efforts to describe products accurately, but we do not guarantee that product descriptions, images, pricing, or availability will always be complete, current, or error-free.

6. Third-Party Products and Producers

Many products included in iNGO boxes are sourced from third-party producers, suppliers, importers, distributors, or vendors.

iNGO is not the manufacturer of most third-party products. We are not responsible for third-party product defects, ingredient changes, packaging changes, producer substitutions, or supplier availability beyond the remedies expressly stated in these terms.

Where a third-party product is incorrect, spoiled, or materially defective, our liability is limited to replacement, substitution, store credit, or refund at our discretion.

Products under Nate’s Organics form part of our group of businesses and may be included in selected iNGO boxes.

7. Orders

An order placed through the website is a request to purchase. It does not mean the order has been accepted.

An order is accepted only after:

Payment has been successfully received; and
Stock, delivery availability, and order details have been confirmed.

We may refuse or cancel any order for reasons including:

Stock unavailability
Pricing errors
Product listing errors
Delivery limitations
Suspected fraud
Payment issues
Age-restricted product concerns
Incorrect customer or recipient information
Operational limitations
Legal or regulatory concerns

Where we cancel an order after payment and the cancellation is not caused by customer fault, we may issue a refund, replacement, or store credit at our discretion.

8. Payment

All prices are listed in KES unless otherwise stated.

Payments are processed through third-party payment providers, including Paystack and DPO, and may include card payments, mobile money, and other supported payment methods.

We do not control the internal systems, approvals, declines, outages, delays, or errors of payment providers, banks, mobile money operators, or card networks.

An order will not be processed until payment has been successfully received and confirmed.

9. Pricing

We may update product prices, delivery fees, event ticket prices, discounts, and promotional offers at any time.

If a product, service, or event is listed at an incorrect price due to an error, we reserve the right to cancel the order or request payment of the correct price before processing the order.

10. Order Changes and Cancellations

Customers cannot edit or cancel orders after payment has been made.

This applies to standard boxes, build-your-own boxes, corporate gifting orders, limited-edition boxes, perishable products, alcohol-containing products, and event-related orders unless we expressly agree otherwise in writing.

11. Build-Your-Own Boxes

Build-your-own boxes may only be created from products available on the website at the time of ordering.

We may reject, cancel, or modify a build-your-own box request where:

An item is unavailable
The combination is unsuitable for packing, delivery, or safety reasons
The request includes age-restricted products that raise compliance concerns
The order cannot be fulfilled within the required location or timeframe
The request is inconsistent with iNGO’s product standards or operational capacity

Customers cannot include personalised messages unless this feature is expressly made available on the website.

12. Substitutions

We may substitute any product, ingredient, producer item, packaging item, or box component at our discretion.

Substitutions may be made where an item is unavailable, unsuitable for delivery, delayed by a supplier, affected by quality issues, or impractical to include.

Where possible, substitutions will be of similar value, function, or quality. We are not required to notify customers before making substitutions unless we choose to do so.

13. Delivery

iNGO delivers within most major cities in Kenya, subject to location, logistics availability, product type, and operational capacity.

Delivery is handled by third-party logistics partners.

Delivery fees depend on the delivery location and may vary by order.

We may decline delivery to certain locations where the area is outside our delivery coverage, unsafe, inaccessible, too costly, or unsuitable for the products ordered.

14. Delivery Timing

Delivery timelines are estimates only.

We are not liable for delays caused by:

Third-party couriers
Traffic
Weather
Incorrect recipient details
Recipient unavailability
Payment confirmation delays
Supplier delays
Stock delays
Public holidays
Road closures
Security restrictions
Events beyond our control

Perishable, chilled, fragile, or alcohol-containing products may require special delivery handling depending on the product and location.

15. Recipient Unavailability

Customers are responsible for ensuring that the recipient is available to receive the order at the delivery location.

If the recipient is unavailable, the order may be returned, held, or rescheduled depending on the courier arrangement and product condition.

Additional redelivery fees may apply.

Where the order contains perishable, chilled, fragile, or time-sensitive products, we are not responsible for spoilage, damage, quality reduction, or loss caused by recipient unavailability or incorrect delivery details.

16. Risk of Loss or Damage

Risk in the products passes to the customer once the order has been handed over to the third-party courier.

We may assist with courier follow-up where possible, but we are not responsible for courier delays, failed delivery attempts, damage, spoilage, or loss after handover except where required by law or where we expressly agree otherwise.

17. Returns, Refunds, and Replacements

All sales are final.

We do not accept returns or issue refunds except where an order contains incorrect or spoiled items.

To request review of an incorrect or spoiled item, the customer must contact us within 24 hours of delivery and provide:

Order details
A clear description of the issue
Photographic evidence where applicable
Delivery confirmation details where applicable

If the claim is approved, we may offer one of the following at our discretion:

Replacement
Substitution
Store credit
Partial refund
Full refund

We do not offer refunds or replacements for:

Change of mind
Taste preference
Incorrect delivery information provided by the customer
Recipient unavailability
Late collection or delayed receipt
Minor packaging variation
Product substitutions
Event disappointment
Failure to disclose allergies or dietary restrictions
Damage or spoilage after courier handover
Failure to follow storage or consumption guidance

18. Perishable and Food Products

Food and drink products may be perishable, temperature-sensitive, fragile, or affected by storage and handling conditions.

Customers and recipients are responsible for checking products upon delivery and storing them appropriately.

We are not responsible for deterioration caused by delayed receipt, poor storage, heat exposure, mishandling, or failure to consume products within a suitable period.

19. Allergens and Dietary Suitability

Products may contain or come into contact with allergens including nuts, dairy, gluten, eggs, soy, seafood, alcohol, sesame, and other allergens.

Allergen and ingredient information should be checked from the individual product labels, packaging, or producer information included in the box.

Customers are responsible for checking whether products are suitable before purchase, gifting, or consumption.

Guests attending iNGO events are responsible for disclosing allergies, dietary restrictions, intolerances, religious dietary requirements, or medical food restrictions in advance.

We are not liable for allergic reactions, dietary incompatibility, medical reactions, or consumption-related issues where the customer or guest failed to check product suitability or disclose relevant information in advance.

20. Alcohol and Age-Restricted Products

Some iNGO products, boxes, and events may include alcohol.

By purchasing alcohol-containing products or event tickets involving alcohol, you confirm that you and the intended recipient or attendee are at least 18 years old.

We reserve the right to cancel, refuse, or limit any order involving alcohol or age-restricted products where we have reason to believe that the purchaser, recipient, or attendee does not meet the legal age requirement.

Alcohol-containing products must be consumed responsibly.

21. Events and Pop-Up Dinners

iNGO may sell tickets to pop-up dinners, dining experiences, tastings, collaborations, and other events through the website.

Event details, menus, venues, chefs, producers, drinks, pairings, dates, times, and formats may change.

Some events may include alcohol pairings.

Guests must disclose allergies and dietary restrictions before the event within the timeframe specified for that event.

We may not be able to accommodate dietary restrictions disclosed late or at the event.

22. Event Tickets

Event tickets are refundable, transferable, or exchangeable only where the request is made at least 72 hours before the event, unless a different policy is stated on the event page.

No refunds, transfers, or exchanges apply after that window.

If a guest fails to attend an event, no refund or exchange will be issued.

If iNGO cancels or postpones an event, we may offer a refund, transfer, exchange, or credit toward a future event.

23. Event Photography and Videography

Photos and videos may be taken at iNGO events for marketing, documentation, social media, editorial, and promotional purposes.

By attending an iNGO event, guests consent to being photographed or recorded in general event coverage.

Guests who do not wish to appear in identifiable photos or videos should inform the event team on arrival.

24. Corporate Gifting

iNGO may accept bulk and corporate gifting orders.

Corporate orders require upfront payment unless otherwise agreed in writing.

Corporate orders may require a lead time for sourcing, packing, branding, inserts, and dispatch.

Once confirmed and paid, corporate orders cannot be cancelled.

Corporate clients are responsible for providing accurate:

Recipient names
Delivery addresses
Phone numbers
Delivery instructions
Branding files
Insert copy
Spelling
Company details
Order quantities
Delivery deadlines

We are not responsible for delivery failure, incorrect dispatch, delays, reprints, rework, or extra costs caused by inaccurate or late information supplied by the client.

25. Branded Inserts and Customisation

Corporate gifting may include branded inserts or other approved custom elements.

All branding files, artwork, copy, logos, and instructions supplied by the client must be accurate, authorised, and legally usable.

The client confirms that it has the right to provide and use any branding material supplied to iNGO.

We may reject any branding, wording, or customisation request that is offensive, unlawful, impractical, poor quality, reputationally unsuitable, or inconsistent with iNGO’s brand standards.

26. Gift Cards, Discounts and Promotions

We may offer gift cards, discount codes, promotional offers, seasonal campaigns, and limited-time offers.

Promotions may expire, be withdrawn, be limited to selected products, or be subject to separate terms.

Discount codes cannot be combined unless expressly stated.

Promotions, codes, and gift cards may not be misused, transferred unlawfully, duplicated, sold, manipulated, or applied retroactively.

We reserve the right to cancel or reverse promotional benefits where misuse, error, fraud, or abuse is suspected.

27. User Accounts

Customers are not required to create user accounts to purchase from iNGO.

Orders may be processed using guest checkout or direct order details provided at the time of purchase.

Customers are responsible for ensuring that all information submitted during checkout is accurate and complete.

28. Customer Data

We may collect customer and recipient information needed to process orders, payments, delivery, event bookings, customer communication, corporate orders, and marketing communications where consent is given.

This may include names, phone numbers, email addresses, delivery addresses, billing details, recipient details, company details, order history, and communication records.

Customers may opt out of marketing communication where applicable.

Our handling of personal data is governed by our Privacy Policy, which should be read together with these Terms of Service.

29. Website Use

You may not use the website or our services for any unlawful, abusive, fraudulent, harmful, or unauthorised purpose.

You must not:

Interfere with the website’s operation
Attempt unauthorised access to website systems
Scrape, copy, reproduce, or exploit website content
Submit false order details
Misuse promotions or payment systems
Impersonate another person or company
Use the website to infringe any third-party rights
Place orders for unlawful resale or restricted distribution

We may block, cancel, limit, or refuse access to any user who breaches these terms.

30. Intellectual Property

All iNGO names, logos, product names, box concepts, menus, curation formats, website copy, product descriptions, photography, event concepts, recipes, visual identity, packaging concepts, and brand collateral are owned by or licensed to iNGO.

You may repost publicly available iNGO content for personal, non-commercial purposes, provided that iNGO is properly credited.

You may not copy, reproduce, sell, modify, adapt, imitate, commercially exploit, or use our brand collateral, menus, box concepts, product names, curation formats, images, or website content without written permission.

Corporate clients may not use iNGO’s name, logo, images, or brand materials for external marketing unless expressly approved in writing.

31. Third-Party Links and Services

The website may link to third-party websites, payment processors, logistics providers, social media platforms, producers, or other external services.

We are not responsible for third-party websites, services, policies, delays, failures, outages, charges, errors, or content.

Use of third-party platforms may be subject to their own terms and privacy policies.

32. Limitation of Liability

To the fullest extent permitted by law, iNGO is not liable for:

Indirect losses
Lost profits
Lost business
Lost opportunity
Event disappointment
Delivery delays
Courier failure
Third-party product defects beyond replacement or refund handling
Supplier delays
Payment provider failures
Allergic reactions caused by undisclosed information or failure to check suitability
Failure by the customer to provide accurate information
Damage, spoilage, or loss after courier handover
Website downtime
Promotional errors
Product unavailability
Substitutions made in good faith

Where liability cannot be excluded, our liability is limited to the amount paid by the customer for the specific product, order, ticket, or service giving rise to the claim.

33. No Guarantee of Availability

We do not guarantee that the website, products, boxes, events, payment systems, delivery options, or promotions will always be available.

We may suspend or withdraw any part of the website, product range, delivery coverage, event, or service at any time.

34. Force Majeure

We are not liable for failure or delay in performing our obligations where the failure or delay is caused by events beyond our reasonable control.

These may include:

Weather events
Floods
Fires
Strikes
Supplier failures
Courier delays
Road closures
Accidents
Security incidents
Government restrictions
Public health events
Utility failures
Internet outages
Payment system failures
Import delays
Stock shortages
Civil unrest
Acts of God
Other events outside our reasonable control

Where such an event occurs, we may delay, cancel, modify, substitute, refund, or reschedule affected orders or events at our discretion.

35. Changes to These Terms

We may update these Terms of Service at any time.

The updated version will be posted on the website with the revised date.

Continued use of the website, placing an order, making payment, or attending an event after changes are posted means you accept the updated terms.

36. Severability

If any part of these Terms of Service is found to be invalid, unlawful, or unenforceable, the remaining parts will continue to apply.

37. Governing Law

These Terms of Service are governed by the laws of Kenya.

Any disputes arising from these terms, the website, orders, products, events, or services will be handled under the applicable laws and courts of Kenya.

38. Entire Agreement

These Terms of Service, together with any applicable product terms, event terms, corporate order terms, privacy policy, and written order confirmations, form the entire agreement between you and iNGO regarding use of the website and purchase of our products or services.

39. Contact Information

Questions about these Terms of Service should be sent to iNGO through:

Website: www.ingo.ke
Instagram: @ingoandco