Terms of Service

1. Agreement to These Terms

These Terms form a binding agreement between you and Venus Poultry ("we", "us", "our"). They apply to every visitor to our website and every customer who orders from us.

• 1.1 You accept these Terms when you tick the consent box at checkout or on the export inquiry form.
• 1.2 You also accept them when you accept a quote using the link we email to you.
• 1.3 If you do not agree with these Terms, please do not use our website or order from us.
• 1.4 You must be at least 18 years old to place an order or submit an inquiry.
• 1.5 If you are ordering on behalf of a company, you confirm you are authorised to bind that company to these Terms.
• 1.6 These Terms should be read together with our Privacy Policy, which explains how we handle your personal information.

2. About Us

Venus Poultry is a poultry supplier based in Nairobi, Kenya. We supply fresh and processed poultry products — including whole chicken, chicken cuts, duck, turkey, eggs, and processed items — through two distinct channels:

• 2.1 Domestic orders: Direct purchases for delivery or collection within Kenya, placed through our online catalogue and checkout.
• 2.2 Export inquiries: Bulk international orders, handled through an inquiry and quotation process rather than direct checkout.

Each channel has its own terms, set out in the sections below.

3. No Account Required

Our website does not require registration. You place orders and submit inquiries as a guest, providing only the details we need to fulfil your request.

3.1 How You Access Your Order Afterwards

Because there are no accounts and no passwords, we give you access to your order, inquiry, or quote through a unique secret link sent to your email address. This link contains a long, randomly generated token in the web address.

• Anyone holding the link can use it. There is no additional identity check. Treat these links as confidential and do not forward or publish them.
• For quotes, this means anyone with the link can accept or decline the quote on your behalf.
• Links that allow you to update an order or export inquiry expire 30 days after they are issued.
• If you believe a link has been shared or misused, contact us immediately so we can invalidate it.

We are not responsible for actions taken by anyone who obtains one of these links from you.

4. Products, Availability and Pricing

• 4.1 All prices on our website are shown in Kenya Shillings (KES).
• 4.2 Prices are quoted per unit, per pack, or per stated weight, as shown on each product listing.
• 4.3 Product images are illustrative. Fresh poultry varies naturally in size, weight, and appearance, and the item you receive may differ slightly from the photograph.
• 4.4 Stated weights are approximate. Where a product is sold by weight, minor variation is normal.
• 4.5 All products are subject to availability. We may withdraw or substitute a product, or decline an order, if stock is unavailable.
• 4.6 We may change prices at any time. The price that applies to your order is the price shown when you place it, subject to the delivery fee described in section 6.
• 4.7 If a product is listed with an obviously incorrect price, we may correct the price or cancel the order before confirming it, and we will contact you if this happens.

5. Domestic Orders (Kenya Only)

Checkout on this website is available for delivery addresses within Kenya only. International customers should use our Export Services page to submit an inquiry instead.

5.1 Placing an Order

Adding items to your cart and completing checkout is an offer to purchase, not a completed contract. A contract is formed only when we confirm your order. We may decline an order for reasons including unavailability of stock, an inability to deliver to your location, a pricing error, or a suspected fraudulent submission.

5.2 Order Status

Your order moves through the following stages, and we will keep you informed as it progresses:

• Pending: Received, awaiting our review.
• Confirmed: Accepted by us; the contract is formed.
• Processing: Being prepared and packed.
• Shipped: Dispatched for delivery or ready for collection.
• Delivered: Completed.
• Cancelled: Cancelled by you or by us (see section 12).

6. Delivery and Delivery Fees

Please read this section carefully, as it affects the total you will pay.

6.1 Collection Is the Default

Self-collection is the default option and carries no delivery fee. Delivery is optional and must be selected at checkout.

6.2 The Delivery Fee Is Confirmed After You Order

The delivery fee is not calculated at checkout. Because delivery cost depends on your specific location and access, the total shown when you place your order does not include a delivery fee. Instead:

• Your order confirmation email shows the delivery fee as "To be confirmed".
• We review your delivery address and determine the applicable fee.
• We then email you a delivery fee confirmation, and your order total is updated to include it.
• You may cancel your order free of charge if you do not accept the confirmed delivery fee, provided you tell us before the order enters processing.

We estimate a delivery zone from the address you supply, but the final fee is set by us and may take distance, access, and order size into account.

6.3 Delivery Itself

• Delivery timeframes we give are estimates, not guarantees.
• You must supply a complete and accurate delivery address and a reachable phone number. We are not responsible for failed deliveries caused by incorrect details or by nobody being available to receive the order.
• Because our products are perishable, a failed delivery attempt may result in the goods being unusable. We may charge for a repeat delivery attempt.
• Risk in the goods passes to you on delivery, or on collection where you collect the order yourself.

7. Export Inquiries and Quotes

7.1 An Inquiry Is Not an Order

Submitting an export inquiry is a request for pricing. It does not create any contract and does not reserve stock. We will review your inquiry and respond with a quote or contact you for more information.

7.2 Quotes

A quote sets out the products, quantities, shipping cost, any tax, any discount, and the total payable. We send it to you by email as a secure link (see section 3.1). The following apply to every quote:

• A quote is an offer, not a contract. No contract exists until you accept it.
• Each quote shows a "Valid until" date — typically 30 days from issue. After that date the quote lapses and the prices in it no longer apply.
• We may withdraw, correct, or reissue a quote at any time before you accept it. Reissued quotes are numbered as revisions and state the reason for the change.
• Prices in a quote are specific to the quantities, destination, and delivery method stated in it. Changing any of these requires a new quote.

7.3 Accepting a Quote

When you accept a quote using the link we send you, a binding contract is formed for the products and total stated in that quote, together with any terms and conditions written on the quote itself. Where the terms on a specific quote conflict with these Terms, the terms on that quote take precedence for that transaction.

You may decline a quote using the same link, and you may tell us why so that we can revise it.

8. Export Shipping, Duties and Documentation

8.1 Our Role, and the Role of Our Shipping Partners

Export orders involve two distinct responsibilities, and it is important that you understand which of them is ours.

• What we do. Venus Poultry sources, prepares, and supplies the poultry products set out in your accepted quote, to the specifications, quantities, and quality agreed in it, and provides the export documentation we have agreed to supply.
• What our shipping partners do. The physical carriage of your order to its destination is performed by independent shipping partners — freight forwarders, shipping lines, airlines, road hauliers, and clearing agents. They are separate businesses, and they are not our employees, agents, or subcontractors for the purpose of these Terms.
• How the handover works. We arrange carriage with a shipping partner on your behalf, and its cost is included in your quote. Once your order has been handed to that partner, the shipment is in their care and is governed by their own terms of carriage and by the international conventions that apply to that transport.
• Where our obligation ends. Our obligation to you is fulfilled when conforming goods are handed to the shipping partner named in your quote. We select our partners with reasonable care, but we do not control their operations and we are not liable for their acts or omissions after handover.
• We remain your contact for the goods. Any question about the products themselves — description, quantity, condition at dispatch, or the documentation we agreed to provide — should still come to us, and we will deal with it.
• Claims for loss or damage in transit. These lie against the shipping partner or the cargo insurer, not against us. We will give you reasonable assistance and the shipping documents you need to bring such a claim.

8.2 Shipping Cost

Export shipping is offered by Sea, Air, or Road. The cost is calculated from the total weight of your order using a base rate plus a per-kilogram rate for your destination, subject to a minimum charge. The applicable figure is shown on your quote, and covers the carriage arranged with our shipping partner as described in section 8.1.

8.3 Transit Times

Any transit time we give is an estimate provided by our shipping partner and based on typical routes. It is not guaranteed, and it is not a term of our contract with you. We are not liable for delays caused by carriers, freight forwarders, customs authorities, port congestion, weather, or any other cause outside our reasonable control.

8.4 Duties, Taxes and Clearance Are Yours

Unless your accepted quote expressly says otherwise, you are responsible for:

• All import duties, taxes, levies, and customs charges in the destination country.
• Customs clearance, including engaging a clearing agent where required.
• Obtaining any import permit, licence, or veterinary authorisation that your country requires for poultry products.
• Ensuring that the products you order may lawfully be imported into your country.

If a shipment is refused, seized, or destroyed because these requirements were not met, we are not liable and no refund is due.

8.5 Documentation and Certification

We provide the export documentation and certification specifically agreed in your accepted quote. Any certification requirement you have must be raised and confirmed in writing before you accept a quote, so that it can be priced and arranged. We give no general warranty that any particular certification accompanies a shipment unless it is stated in the accepted quote.

8.6 Transfer of Risk and Delivery Terms

Unless your accepted quote states an internationally recognised delivery term (such as an Incoterm), risk in the goods passes to you when they are handed to the shipping partner named in the quote, consistent with section 8.1. From that point the goods travel at your risk.

Cargo insurance is included only where your accepted quote expressly says so. If it does not, the shipment is uninsured by us, and we recommend you arrange your own cover before dispatch.

9. Payment

9.1 We Do Not Take Payment on This Website

No payment is processed through this website. We do not operate a card payment page, we do not integrate a payment gateway, and we never see or store your card details. Payment is made separately, using the instructions we provide with your order.

9.2 Accepted Payment Methods

• M-Pesa: Paid to our published paybill, using your order number as the account reference.
• Bank Transfer: Paid to our published bank account.
• Cheque: By arrangement.
• Cash on Delivery: Available in selected areas only, subject to a minimum order value.

Export orders are settled by the method agreed on the quote.

9.3 Beware of Fraud

We will never ask you for your card number, your M-Pesa PIN, your bank password, or any one-time code. Any message that appears to come from us and asks for these is fraudulent. Always check payment details against those shown on our own website, and contact us directly if anything looks different.

9.4 Confirmation Is Manual

Payments are verified by our staff against our own payment records. Confirmation is therefore not instant. When recording your payment we may ask you for, and will store, the transaction reference issued by your bank or mobile money provider.

9.5 Currency and Charges

• All amounts are quoted and invoiced in Kenya Shillings (KES), including for export orders.
• We do not offer currency conversion. Any exchange rate applied is the one used by your bank or payment provider.
• You are responsible for any bank charges, transfer fees, or intermediary bank deductions. If deductions leave the amount received short of the invoiced total, the balance remains payable.

9.6 Dispatch

Except for cash on delivery orders, goods are prepared and dispatched once we have confirmed receipt of payment.

10. Promotional Codes

We sometimes issue promotional codes. Unless we say otherwise:

• 10.1 A code may require a minimum order value to apply.
• 10.2 A code may be limited to specific products or categories.
• 10.3 A code may have a total usage limit, a per-customer usage limit, and an expiry date.
• 10.4 Only one code may be applied to an order.
• 10.5 Codes have no cash value and cannot be exchanged for cash.
• 10.6 We may withdraw or cancel a code at any time, including where we reasonably believe it is being misused.
• 10.7 If an order is cancelled or refunded, any code used may not be reissued.

11. Food Safety and Handling

Our products are fresh, perishable food. Once they are delivered to you or collected by you, correct handling becomes your responsibility.

• 11.1 Refrigerate or freeze products immediately on receipt, at the appropriate temperature.
• 11.2 Observe any use-by or best-before information supplied with the products.
• 11.3 Follow safe food handling practice, including cooking poultry thoroughly.
• 11.4 Inspect your order on arrival and tell us straight away if anything is not as it should be.
• 11.5 We are not responsible for deterioration caused by incorrect storage or handling after delivery or collection, or by a delivery you were unavailable to receive.

12. Cancellations, Returns and Refunds

12.1 Cancelling a Domestic Order

• You may cancel free of charge at any time before your order enters processing. Contact us using the link in your order confirmation email or the contact details in section 18.
• You may also cancel free of charge if you do not accept the delivery fee once we confirm it (see section 6.2).
• Once processing has begun, cancellation may not be possible, because fresh products are prepared and packed to order.
• We may cancel an order at any time if the products are unavailable, if we cannot deliver to your location, if payment is not received, or if we reasonably suspect fraud. If you have already paid, we will refund you in full.

12.2 Returns of Perishable Goods

Fresh and perishable food cannot be returned once it has been delivered or collected, for food safety reasons. This does not affect your rights where the products are faulty.

We will put things right where the products you received are:

• Damaged or spoiled on arrival;
• Not what you ordered; or
• Short of the quantity or weight you ordered.

12.3 Reporting a Problem

Because of the nature of the products, please report any quality, safety, or accuracy problem within 24 hours of delivery or collection. Where possible, send photographs of the products and packaging, and keep the products refrigerated until we have responded, as we may need to inspect or collect them.

Reports made after this window may be harder for us to investigate, but we will always consider them fairly.

12.4 Refunds

• Where a refund is due, we issue it through the same channel you used to pay.
• We will process approved refunds promptly, but the time it takes to reach you depends on your bank or mobile money provider.
• Where only part of an order is affected, we may issue a partial refund or a replacement, whichever you prefer and we can reasonably provide.

12.5 Export Orders

For export orders, cancellation and refund are governed by the terms stated on your accepted quote. Once a shipment has been dispatched, it cannot generally be cancelled, and costs already incurred on your behalf — including freight and documentation — are not refundable.

13. Changing Your Order or Inquiry

We email you a secure link that lets you update limited details on your order or export inquiry for up to 30 days. Please note:

• 13.1 Not every field can be changed, and changes may not be possible once your order is being processed or has shipped.
• 13.2 A change may affect your total, including the delivery fee.
• 13.3 We keep a record of every change made through that link, including the date and time, the IP address, and the browser used. This is explained in our Privacy Policy.

14. Acceptable Use

When using our website, you agree not to:

• 14.1 Submit false, misleading, or fraudulent information, including orders you do not intend to pay for.
• 14.2 Use another person's details, or place an order on someone's behalf without their authority.
• 14.3 Attempt to access an order, inquiry, or quote that is not yours, including by guessing or altering a link.
• 14.4 Use automated tools to scrape, bulk-submit forms, or otherwise place load on our website. We limit how frequently requests can be made and may block traffic that exceeds those limits.
• 14.5 Attempt to interfere with, probe, or gain unauthorised access to our website, our administrative areas, or our systems.
• 14.6 Introduce malicious code, or use the website in a way that damages or disrupts it for others.
• 14.7 We may suspend or refuse service to anyone who breaches this section.

15. Intellectual Property

• 15.1 All content on this website — including text, product descriptions, photographs, graphics, logos, and the Venus Poultry name and branding — belongs to us or to our licensors and is protected by law.
• 15.2 You may view and print pages of this website for your own use in dealing with us. You may not copy, republish, distribute, or use our content or branding for commercial purposes without our prior written permission.

16. Disclaimers and Limitation of Liability

16.1 Website Availability

Our website is provided on an "as is" and "as available" basis. We do not guarantee that it will be uninterrupted, error-free, or free of delay, and we may suspend it for maintenance or for any other reason without notice.

16.2 Accuracy of Information

We take care to keep product, pricing, stock, and shipping information accurate, but we do not warrant that it is always complete or free of error. Where an error affects your order, the remedies in sections 4 and 12 apply.

16.3 Limitation

To the fullest extent permitted by law:

• Our total liability in connection with any order is limited to the amount you paid for that order.
• We are not liable for indirect or consequential loss, including loss of profit, loss of business, loss of contracts, or loss of expected savings.
• We are not liable for failure or delay caused by events outside our reasonable control, including carrier failure, customs action, power or network outages, extreme weather, disease outbreaks, industrial action, or government restrictions.

16.4 What We Do Not Exclude

Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud, or for any other liability that cannot lawfully be excluded or limited under the laws of Kenya. If you deal with us as a consumer, your statutory rights are unaffected by these Terms.

17. Indemnity

You agree to indemnify us against any loss, claim, penalty, or reasonable cost we suffer arising from your breach of these Terms, from your misuse of our website, or — for export orders — from your failure to meet the import, licensing, or customs requirements of your country.

18. Privacy

Your personal information is handled in accordance with our Privacy Policy, which forms part of these Terms. It explains what we collect, why we collect it, who we share it with, how long we keep it, and the rights you have under the Kenya Data Protection Act, 2019.

19. Changes to These Terms

We may update these Terms from time to time — for example, when our products, delivery arrangements, or legal obligations change. When we do:

• 19.1 We will post the updated Terms on this page and change the "Last updated" date at the top.
• 19.2 The Terms that apply to your order are those in force when you placed it or accepted your quote.
• 19.3 Continuing to use our website after an update means you accept the updated Terms.

We encourage you to review this page from time to time.

20. General

• 20.1 Whole agreement: These Terms, together with our Privacy Policy and any terms stated on an accepted quote, form the whole agreement between us.
• 20.2 Severability: If any provision is found to be invalid or unenforceable, the remaining provisions continue in full effect.
• 20.3 No waiver: If we do not enforce a right under these Terms, that is not a waiver of that right.
• 20.4 Assignment: You may not transfer your rights under these Terms without our written consent. We may transfer ours as part of a business transfer.
• 20.5 Notices: We communicate with you using the email address and phone number you supply. Please keep them accurate and check your spam folder for our messages.

21. Governing Law and Disputes

• 21.1 These Terms, and any dispute arising out of them or out of any order placed with us, are governed by the laws of Kenya.
• 21.2 If something goes wrong, please contact us first — most issues are resolved quickly and directly. If we cannot resolve a dispute between us in good faith, it will be subject to the exclusive jurisdiction of the courts of Kenya.

22. Contact Us

If you have any questions about these Terms, your order, or a quote, please contact us: