Terms of Service

1. Agreement to these terms

The Provender platform is operated by Handisi Digital Solutions Limited, a company registered in Tanzania (“Provender”, “we”, “us”). These Terms of Service govern your access to and use of the Provender platform, including our web application, APIs, and any related services (together, the “Service”). By creating an account, connecting an integration, or otherwise using the Service, you agree to these terms. If you are agreeing on behalf of a company, you confirm that you have the authority to bind that company, and “you” refers to that company.

If you do not agree to these terms, do not use the Service.

2. Your account

You are responsible for the activity that happens under your account and for keeping your credentials secure. Multi-factor authentication is required on every plan; you agree not to disable or circumvent it. You must notify us promptly if you believe an account has been compromised.

You are responsible for the accuracy of the operational and compliance data you enter. Provender is a system of record: it stores, organises and reports the data you give it. It does not independently verify that data, and it does not replace your own quality, food-safety or regulatory judgement.

3. Your data, and who owns it

You own the data you put into the Service. You grant us a limited licence to host, process, transmit and display it strictly as needed to operate the Service for you, to support you, and to meet our legal obligations.

You may export your data at any time. We respond to data-subject requests and data exports without undue delay and within the timeframe required by applicable law; we aim to respond promptly, and typically do so well inside that period. Personal data held in encrypted backups is purged on the backup rotation cycle rather than instantly. On termination we will make your data available for export for 90 days, after which we may delete it.

Enterprise dedicated deployments run on infrastructure you designate. In that model your database, backups and adapter credentials remain in your environment, and Provender personnel access them only when you explicitly grant time-bound support access.

4. Compliance features are tools, not a warranty

Provender provides HACCP plan building, multi-scheme compliance workflows, FSMA 204 Key Data Element and Critical Tracking Event capture, lot genealogy, trace-back reporting, an append-only audit chain, and e-signature workflows that implement the controls for 21 CFR Part 11 (electronic records and signatures). Part 11 conformance depends on your own system validation, standard operating procedures and procedural controls; Provender provides the technical controls, not a validated state or any regulatory acceptance.

These are tools that help you meet your obligations. They are not a legal or regulatory guarantee, and Provender does not hold, and does not purport to hold, any accreditation on your behalf. Responsibility for your food-safety programme, your regulatory filings and your audit outcomes remains yours and your auditor’s. You are responsible for confirming that your configuration matches the schemes and regulations that apply to your operation, and for maintaining records independent of the Service sufficient to conduct a recall and to meet your regulatory reporting deadlines — the Service is not your sole system of record for those purposes.

5. Third-party integrations

The Service connects to third-party systems you choose to authorise — accounting, storefront, marketplace, shipping, payment, analytics, reviews and marketing tools. Your use of those systems is governed by your agreement with the relevant provider, not by these terms.

We are not responsible for a third-party service being unavailable, changing its API, revoking your credentials, or returning incorrect data. Where an integration fails, the Service is designed to fail safely — queuing, retrying and surfacing the failure — rather than to silently drop your records.

6. Fees and billing

Paid plans are billed in advance, monthly or annually, at the prices published on our pricing page at the time you subscribe. Annual billing carries the discount stated there. Fees are non-refundable except where required by law.

We may change our prices. If we do, the change takes effect at your next renewal, and we will give you at least 30 days’ notice before that renewal. Enterprise pricing is set in a separate written order form, which prevails over the published prices for that deployment.

You are responsible for any taxes other than taxes on our income.

7. Acceptable use

You agree not to misuse the Service. In particular, you may not: attempt to gain unauthorised access to it or to another tenant’s data; probe, scan or test its security without our prior written permission; interfere with its operation or place an unreasonable load on it; resell or provide it to a third party except as expressly permitted; or use it to store or transmit unlawful content.

We may suspend an account that is causing, or that we reasonably believe is about to cause, harm to the Service or to another customer. Where practical we will tell you first; where it is not, we will tell you as soon as we can.

8. Support

Support is provided by email on every plan, in English. Higher tiers receive priority handling — earlier placement in the support queue — rather than a fixed response-time clock. Enterprise deployments may carry a separate contractual response commitment set out in their order form.

Live service status and incident history are published independently of our own infrastructure so that they remain readable during an outage.

9. Confidentiality

Each party may receive information from the other that is confidential. Each party agrees to protect the other’s confidential information with at least the care it uses for its own, and to use it only to perform under these terms. This does not apply to information that is public through no fault of the receiving party, was already known to it, or is independently developed by it.

10. Warranties and disclaimers

We will provide the Service with reasonable skill and care. Except as expressly stated in these terms, the Service is provided “as is”, and we disclaim all other warranties to the fullest extent permitted by law, including implied warranties of merchantability, fitness for a particular purpose and non-infringement.

We do not warrant that the Service will be uninterrupted or error-free, or that it will detect every problem in your operation.

11. Limitation of liability

To the fullest extent permitted by law, neither party is liable for indirect, incidental, special, consequential or punitive damages, or for loss of profits, revenue, goodwill or anticipated savings, arising out of these terms.

Each party’s total aggregate liability arising out of these terms is limited to the fees you paid us in the 12 months before the event giving rise to the claim. Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot be limited by law.

12. Term and termination

These terms apply for as long as you use the Service. You may cancel at any time, effective at the end of your current billing period. We may terminate for a material breach that is not cured within 30 days of written notice.

On termination your right to use the Service stops, and the export window in section 3 begins.

13. Changes to these terms

We may update these terms. If a change is material, we will give you at least 30 days’ notice before it takes effect — by email, in the application, or both. Continuing to use the Service after a change takes effect means you accept the updated terms.

14. Governing law and venue

These terms, and any dispute arising out of or relating to them or to the Service, are governed by the laws of Tanzania, without regard to its conflict-of-laws rules. Subject to any different terms agreed in an enterprise order form, the courts of Tanzania have jurisdiction over any such dispute. The United Nations Convention on Contracts for the International Sale of Goods does not apply.

Nothing in this section removes any protection you have, or right to bring proceedings, under mandatory consumer or data-protection law of the country in which you live or work.

15. Contact

These terms are between you and Handisi Digital Solutions Limited (registered in Tanzania), which operates the Provender platform. Questions about these terms can be sent to our support address, which is published in the footer of this site and inside the application.