Terms of service

1. Who we are

Fetch UG Limited is a company registered in Uganda, providing personal shopping, procurement, international freight forwarding and last-mile delivery for individuals and businesses. In these terms, “we”, “us” and “Fetch UG” mean Fetch UG Limited, and “you” means the person using our service.

2. What our service does

We act as your agent to obtain goods from international stores. Depending on the store, we either purchase items on your behalf (assisted ordering) or receive parcels you ordered yourself at our Dubai hub (self-ship). We then consolidate, ship to Entebbe, handle customs clearance, and release goods to you by pickup or delivery.

We are not the seller or manufacturer of the goods. Product quality, sizing, authenticity and descriptions are the responsibility of the store you chose. We help you choose well, but we cannot guarantee a store's own claims.

3. Quotes and pricing

Every order begins with a written quote. Assisted orders carry a service commission on cart value; self-ship orders are charged per kilogram, inclusive of shipping and customs clearing. Local delivery, where chosen, is charged separately.

Quotes are based on the information available at the time. Where pricing depends on weight, the final charge is calculated from the actual weight recorded at our Dubai hub, and any difference is reflected in your balance invoice before release.

All prices are quoted in Ugandan Shillings. Where a store prices in another currency, we convert using the exchange rate recorded on your quote.

4. Payment

Unless agreed otherwise, you pay 50% of the quoted total as a deposit when you accept a quote, and the remaining balance once your order arrives in Uganda and before it is released to you.

We accept mobile money, card and bank transfer. Goods remain our responsibility until released, and are released only once your balance is settled.

Deposits fund purchases made specifically for you. Once we have bought your items, a deposit is generally non-refundable, except where we are unable to fulfil the order.

5. Delivery timelines

We aim to deliver most orders within about two weeks from purchase to handover in Kampala. This is a target, not a guarantee: airline schedules, customs inspection, store dispatch delays and public holidays can extend it. We keep you updated at every stage by WhatsApp, email and in the app.

6. Customs, duties and restricted goods

Goods are declared and cleared in accordance with Uganda Revenue Authority requirements. Applicable duties and taxes are included in the pricing we quote unless we state otherwise in writing.

You may not ask us to fetch goods that are illegal to import into Uganda or to export from the country of purchase, including but not limited to narcotics, weapons, explosives, counterfeit goods, live animals and hazardous materials. We may refuse or dispose of such items and report them to the authorities, and you remain liable for any resulting costs.

7. Cancellations, returns and problems

You may cancel an order at no cost before we purchase it. After purchase, cancellation depends on the store's own returns policy, and any restocking or return shipping costs are yours.

If an item arrives damaged, incorrect or missing, tell us within seven days of handover with photographs. We will help you pursue the store's returns process and, where the fault is ours, we will make it right.

We are not liable for a store sending the wrong size, colour or specification where these match the details you supplied. Please check sizes and colours carefully before confirming a quote.

8. Liability

Our liability for loss or damage to goods in our care is limited to the declared value of the goods, and in any case does not exceed the total amount you paid us for that order. We are not liable for indirect or consequential losses such as lost profits or missed occasions.

We strongly recommend telling us the accurate value of high-value items so we can handle and, where appropriate, insure them properly.

9. Your account

Keep your login details and your personal Dubai address code confidential. You are responsible for activity on your account. Tell us immediately if you believe someone else has access to it.

10. Changes and governing law

We may update these terms as our service develops. The version in force is the one published here at the time you accept a quote. These terms are governed by the laws of Uganda, and disputes fall under the jurisdiction of the Ugandan courts.