1. About these terms
These terms are an agreement between you and Innova Platforms, Kigali, Rwanda ("Innova"), for the use of the Innova apps, the web app and www.innovaplatforms.com. By creating an account or placing an order you accept them. Our Privacy Policy explains how we handle personal data.
2. Your account
- Give a phone number you control.
- Keep your sign-in codes, password and payment PIN to yourself. You are responsible for what is done with your account.
- You can ask us to delete your account at any time by contacting us. Some records are kept as the law requires.
3. Buying through Innova
- Innova acts as your buying agent. We buy goods from Kigali shops or from suppliers abroad using our own accounts, ship them, clear them where Innova handles clearance, and deliver them.
- Prices. Before you pay, the app shows the price of the goods, shipping and delivery. Import duties and taxes are paid by the customer, as shown or as assessed by the Rwanda Revenue Authority. Vehicles are cleared at DP World Kigali by the customer.
- Paying in parts. If you choose to pay a deposit, the balance is due within the number of days the app shows when you choose to pay in parts, counted from when we tell you the goods have reached Kigali. If it is not paid and you have not asked for more time, the goods stop being yours, and Innova may sell them to recover its costs. Your deposit is applied against those costs, and anything left over is returned to you. A payment plan may cost more than paying in full; the app shows by how much.
- Products. We check what we can, but the manufacturer and seller remain responsible for the product. Report a problem as soon as you find it.
4. Sending parcels
- Do not send anything illegal, dangerous or restricted. Riders may refuse or open a parcel in your presence if they have reason to.
- The price depends on distance, size and vehicle, and is shown before you pay.
- A parcel is handed over only against the release code sent to the recipient. Please give the correct number.
5. Listings (houses, rooms, plots, cars and goods)
- You may list only what you own or are authorised to offer, with accurate descriptions, prices and photos taken of the real thing.
- A listing that is no longer available must be removed at once, and within 24 hours at the latest. Repeated failures can stop you posting for a time.
- Innova may review, hide or remove any listing, and may keep documents such as a land title or registration card for checking. Those documents are seen only by Innova's office.
- Any fee is shown in the app before you pay it.
6. Urgent deals
- Prices are fixed. The buyer inspects the item at the door and pays the seller directly, by the seller's own MTN MoMo number.
- The seller pays for pickup and the buyer pays for delivery. Innova pays for a return when the item is refused as not as described.
- Contact details in chats are masked. Do not try to get around this, and do not arrange payment outside the process described in the app.
7. Shared trips
Shared trips are arranged between the people travelling. The price shown is a share of the trip's running cost and falls as the car fills. Drivers must hold a valid licence and insurance.
8. Payments
Payments are made through MTN Mobile Money under MTN's own terms, or from your Innova wallet. A payment counts only once Innova has received it. Wallet balances are not a bank deposit and earn no interest.
9. Acceptable use
Do not: break the law; post false, offensive or someone else's content; harass anyone; try to reach other users outside the app to avoid fees or protections; interfere with the service; or use it to launder money. You can report a listing or a user in the app, and Innova acts on reports.
10. AI features
Some estimates (size, vehicle, value, matching products) and "Ask Innova" answers are produced with the help of an AI service. They can be wrong. The price you pay is the one confirmed in the order.
11. Liability
Nothing in these terms limits rights you have under Rwandan consumer law. To the extent the law allows, Innova is not liable for indirect losses.
12. Suspension and ending
We may suspend or close an account that breaks these terms, after warning you where possible. You may stop using Innova and ask us to delete your account at any time.
13. Changes
We will tell you in the app before significant changes take effect. Seller-fee changes are announced by SMS before they apply.
14. Law and disputes
These terms are governed by the laws of the Republic of Rwanda. Please contact us first: most problems are solved quickly. Otherwise, disputes go to the competent courts of Kigali.
15. Contact
Innova Platforms, Kigali, Rwanda. Email: info@innovaplatforms.com. Telephone: 0788 350 000.