Terms & Conditions

1About these terms

These Terms & Conditions ("Terms") govern your use of simbatelecom.com (the "Website") and any purchase you make from Simba Telecom Limited ("Simba Telecom", "we", "us", "our"), including orders placed online and services arranged through the Website.

By browsing the Website, creating an account or placing an order you confirm that you have read and accepted these Terms, together with our Privacy Policy and Refunds & Returns policy, which form part of them. If you do not agree, please do not use the Website.

Words such as "you" and "your" mean the person using the Website or placing the order. "Products" means the phones, tablets, accessories, modems, routers and other goods we sell. "Services" means repairs, warranty support, SIM services and other services we offer.

2Who can use the Website

• You must be at least 18 years old, or have the consent of a parent or guardian, to place an order.
• You must give accurate, current and complete information when you register, order or contact us, and keep it up to date.
• You may use the Website only for lawful purposes and in line with these Terms.
• Some services, such as Take Now, Pay Later, have extra requirements (see section 12).

3Products and availability

• Genuine products. We sell genuine, brand-approved devices and accessories sourced from the manufacturer or its authorised distributors.
• Descriptions and images. We try to describe and photograph every product accurately. Colours on screen can differ slightly from the real device, and manufacturers may change specifications, packaging or included accessories without notice. Where an image is for illustration only, we say so or the real product may differ in minor ways.
• Availability. All products are subject to availability. Stock shown online is a guide. If a product you ordered turns out to be unavailable, we will contact you, offer an alternative or a later delivery date, or cancel that item and refund any payment made for it.
• Variants. Memory, storage and colour options are listed in the product name or description. Please check them before you order.

4Prices and errors

• Prices are shown in Ugandan Shillings (UGX). Unless we state otherwise, the displayed price is the price you pay for the item, before any delivery charge that may apply.
• Prices, offers and promotions can change at any time without notice. The price that applies to your order is the price shown when you complete checkout.
• Although we check our prices carefully, mistakes can happen. If a product is listed at an obvious pricing error, we may cancel the order and refund you in full, even after we have confirmed it. We will tell you promptly if this happens.

5Placing an order

1. You choose your products and add them to your cart, then go to checkout and enter your details.
2. When you press "Place order" or "Pay now" you are making an offer to buy the products. We then send you an order reference by email or show it on screen.
3. Your order is accepted, and a binding contract is formed, when we confirm it and (for online payment orders) your payment is received. For cash on delivery orders the contract is formed when we confirm the order.
4. We may decline or cancel an order, for example if an item is unavailable, a price was shown in error, we cannot verify your details, or we suspect fraud or misuse. If you have already paid, you will be refunded in full.

Please keep your order reference. You can follow an order from Order Tracking or from your account.

6Payment

Online payment

You can pay by Mobile Money (such as MTN Mobile Money and Airtel Money) or by Visa, Mastercard or American Express card through our secure payment provider. You enter your payment details on the provider's secure page. We never see or store your full card number, security code or Mobile Money PIN.

Cash on delivery and in store

Where we offer cash on delivery, you pay the full amount in cash when the order is delivered or collected. You can also pay in any Simba Telecom outlet.

Failed or pending payments

If a payment fails or is not completed, your order stays unpaid and may be cancelled. You can start the payment again from your account or from the order page. If money was taken but your order shows as unpaid, contact us with your order reference and payment confirmation and we will resolve it.

Ownership

Ownership of the products passes to you when we have received full payment and the products have been delivered or collected.

7Coupons and promotions

• A coupon code gives the discount described when it was issued, for example a percentage or a fixed amount off, and may be limited to certain products or categories.
• Coupons can have a minimum or maximum spend, an expiry date, a limit on how many times they can be used in total or per customer, and may be restricted to specific email addresses.
• Unless we say otherwise, only one offer applies to an order, and coupons that are marked "individual use" cannot be combined with other coupons.
• Coupons have no cash value, cannot be exchanged for cash and cannot be resold or shared in a way that breaks their conditions.
• If an order that used a coupon is cancelled, failed or refunded, the coupon use is given back where its conditions allow it.
• We may withdraw a coupon or promotion at any time, and may refuse a coupon that has been misused or obtained unfairly.

8Delivery and collection

• Collection. You can collect your order from any Simba Telecom outlet once we confirm it is ready. Please bring your order reference and a valid ID.
• Delivery. Where you ask for delivery, we confirm the arrangements, any charge and the expected time with you after your order. Delivery times are estimates, not guarantees.
• Checking your order. Please check the box and the device when you receive it. Report any visible damage or missing items to us straight away, ideally on the day of delivery, with photos if you can.
• Risk. Risk of loss or damage passes to you when the order is delivered to you or collected by you or your representative.
• Failed delivery. If we cannot reach you or no one can receive the order after reasonable attempts, we may hold it for collection at an outlet or cancel the order and refund any payment, less any delivery cost we incurred.

9Cancelling an order

• You can ask us to cancel an order before it is dispatched or collected by contacting us with your order reference. We will cancel it and refund any payment made.
• Once an order has been dispatched, delivered or collected, our Refunds & Returns policy applies instead.
• Unpaid online orders that are not completed within a reasonable time may be cancelled automatically.

10Returns, refunds and exchanges

Our full policy is on the Refunds & Returns page. In summary:

• Returns are accepted within 30 days of purchase for items that are unused, in the same condition you received them, in the original packaging with all accessories, and with your receipt or proof of purchase.
• Some items cannot be returned, such as registered or activated SIM cards, airtime and data bundles, and items with signs of misuse, liquid damage or unauthorised repair.
• Faulty or damaged devices are inspected, and repaired or replaced where the fault is covered by the manufacturer's warranty.
• Approved refunds are paid back to the original method of payment.

11Warranty, repairs and after-sales

• Products come with the manufacturer's warranty where the manufacturer provides one. Warranty length and cover depend on the brand and product, and are set by the manufacturer.
• Simba Telecom is an authorised HMD (Nokia) service and warranty partner and runs service centres across Uganda. Details are on the After Sales page, including the HMD warranty check form.
• Warranty does not cover damage caused by drops, liquids, misuse, unauthorised repair or opening of the device, normal wear and tear, software you installed, or lost or stolen devices.
• Repairs are done by trained technicians using genuine parts where available. We may need to keep your device while we inspect or repair it, and we will tell you the expected time and any cost before we start work that is not covered by warranty.
• Please back up your data and remove any security locks and accounts before you hand over a device. We are not responsible for data loss during repair.

12Take Now, Pay Later

Take Now, Pay Later lets you take a device home after a small initial deposit and pay the rest in instalments. It is arranged in store, not through the online checkout, under a separate agreement that you sign with us. The main points are:

• You must be 18 or over and present a valid National ID.
• The deposit depends on the device and is confirmed to you before you commit.
• Plans on offer are the monthly MKOPA plan, paid in fixed instalments over 12 months, and the Take Now plan, with a term of 90, 120 or 180 days and the balance paid at the end of the term.
• Approval is not guaranteed and is subject to our checks. Late or missed payments can have consequences set out in your agreement, so please speak to your nearest outlet if you expect difficulty.

If anything on this website differs from the agreement you sign in store, the signed agreement applies.

13Your account

• You can create an account with your email and a password, or use "Continue with Google". You are responsible for keeping your login details confidential and for everything done under your account.
• Tell us straight away if you think someone else has used your account. We may suspend an account we believe is compromised or being misused.
• You can update your details, view your orders and delete your account by contacting us. We keep order records as the law requires.
• Staff and administrator accounts are for authorised Simba Telecom personnel only.

14Acceptable use

When using the Website you must not:

• break the law or encourage others to do so;
• submit false or misleading information, or use another person's identity, card or Mobile Money account without permission;
• try to gain unauthorised access to the Website, other accounts or our systems, or interfere with their security or performance;
• use bots, scrapers or other automated tools, or bypass security checks such as reCAPTCHA or login limits;
• upload viruses or harmful code, or send spam;
• copy, resell or exploit our content or product data for commercial purposes without our written permission.

We may suspend or restrict access, cancel orders and report unlawful activity to the authorities if you break these rules.

15Reviews and comments

• You may post reviews and comments that are honest, relevant and based on your own experience.
• You must not post anything abusive, discriminatory, defamatory, misleading, unlawful, or that infringes someone else's rights, or that contains personal information about others.
• You keep ownership of what you write, but you give us a free, non-exclusive right to display, edit for clarity and length, and reproduce it on the Website and in our marketing.
• We may moderate, refuse or remove content at our discretion, and reviews may be held for approval before they appear.

16Intellectual property

The Website's design, text, graphics, logos, photos and software are owned by Simba Telecom or our licensors and are protected by copyright and other laws. You may view and print pages for your personal, non-commercial use. Any other use needs our written permission.

Brand names and logos such as Samsung, Tecno, itel, Infinix, Nokia, HMD, Vivo and MTN belong to their respective owners. Their appearance on the Website does not imply ownership by us or endorsement of us beyond our dealer or service relationship.

17Third-party services and links

The Website uses services provided by others, including our payment provider, Google (for sign-in, reCAPTCHA and maps) and delivery partners. Your use of those services is also subject to their own terms and privacy policies. We may link to other websites. We do not control them and are not responsible for their content or practices.

18Website availability

We work to keep the Website available and secure, but we cannot promise it will always be uninterrupted or error free. We may suspend, change or withdraw parts of it for maintenance, updates or reasons beyond our control. Content on the Website is for general information and may be updated without notice.

19Disclaimers and limit of liability

• We do not exclude or limit liability that cannot be excluded or limited by law, including for death or personal injury caused by our negligence, fraud, or your statutory consumer rights.
• Subject to that, and as far as the law allows, Simba Telecom is not liable for indirect or consequential loss, loss of profit, loss of data, or loss that was not a reasonably foreseeable result of our breach.
• Subject to the same limits, our total liability to you for any claim connected with an order is limited to the amount you paid for that order.
• We are not liable for delay or failure caused by events outside our reasonable control, such as network or power failures, strikes, severe weather, government action or supplier disruption.

20Privacy

We collect and use your personal information as described in our Privacy Policy. By using the Website you acknowledge that policy.

21Changes to these terms

We may update these Terms from time to time, for example to reflect changes in the law, our services or how the Website works. The version on this page with the latest "Last updated" date is the one that applies. Changes do not affect orders already accepted, which stay under the terms that applied when you placed them. If we make a significant change we will tell account holders by email or a notice on the Website.

22Governing law and complaints

• These Terms and any dispute connected with them are governed by the laws of Uganda, and the courts of Uganda have jurisdiction, subject to any mandatory consumer rights you have elsewhere.
• If you have a complaint, please contact us first. Give us your order reference and a description of the problem and we will try to put it right quickly. Most issues can be settled this way.
• If a part of these Terms is found to be unenforceable, the rest stays in force. If we do not enforce a right straight away, we have not given it up.

23Contact us

Simba Telecom Limited
Plot 50, Kampala Road, Kampala, Uganda
Email: info@simbatelecom.com
24/7 hotline: +256 312 351500
Regional contacts: Central and Mid-West +256 776 202909, Western +256 776 202808

To find your nearest outlet or service centre, see Outlets.