Terms & Conditions

Version: October 2026

1. About ONA

ONA is a marketplace in Tanzania that connects customers with shops. ONA is not the seller. Each shop is responsible for its products and services, their prices and descriptions, and for delivering what you order.

2. Your account

You must be at least 18 years old, or use ONA with a parent or guardian. Give true information and keep your password, PIN and codes private. You are responsible for what happens on your account. If you think someone else is using it, tell us straight away.

3. Buying

Prices are in Tanzanian shillings (TSh). You see the full price, the delivery fee and any ONA fee before you pay.

• Pay with ONA: your money is held safely by ONA and is released to the shop only when your order is completed.
• Pay with Merchant: you pay the shop directly and send proof of payment. ONA does not hold this money, so ONA payment protection does not apply. Only pay shops you trust.

A shop can ask for a clearer proof or reject a payment that it cannot confirm.

4. Delivery and your confirmation code

When your order is ready or on its way, ONA shows you a confirmation code. Give the code to the shop only when you have your order in your hands. When the shop types the code, the order is completed. Never share the code earlier.

5. Shops

Shops must be verified, give honest information, keep their prices and stock correct, and fulfil orders in the agreed time. Delivery fees are set by the shop (a price for every kilometre) and shown to you before you pay.

6. What is not allowed

You may not sell or post anything illegal, fake, stolen or dangerous, or anything that deceives people. Adult or sexual pictures and content are not allowed. Pictures that shops upload are checked automatically and refused or removed when they break this rule. Repeated breaches can lead to a warning, suspension or closing of the account.

7. Chats and reviews

Be respectful. No threats, harassment, spam or fake reviews. We may remove content that breaks these rules.

8. Problems and refunds

If something goes wrong, contact the shop first, then use Help in the app. For orders paid with ONA we may review the evidence and decide on a refund. Orders paid directly to a shop through Pay with Merchant are settled between you and that shop.

9. Suspension

We may limit, suspend or close an account that breaks these terms, puts others at risk or is used for fraud.

10. Our responsibility

We work hard to keep ONA running and safe, but we cannot promise it will never be interrupted. To the extent the law allows, ONA is not responsible for the actions of shops or for losses we could not reasonably prevent.

11. Changes

We may update these terms. When they change in an important way we will ask you to accept the new version. Using ONA after that means you accept it.

12. Law

These terms follow the laws of the United Republic of Tanzania.