Terms of service

Last Updated: August 29, 2026

Welcome to Roots Rwanda. By accessing or using our website and services, you agree to these Terms of Service.

1. Use of Our Website

You agree to use the Roots Rwanda website only for lawful purposes and not to misuse, damage, or interfere with our services.

2. Products & Information

We make reasonable efforts to provide accurate product descriptions, images, prices, and availability. Product information and prices may change without notice.

3. Orders

All orders are subject to product availability and confirmation. Roots Rwanda reserves the right to accept, reject, or cancel an order when necessary.

4. Payment

Customers are responsible for providing accurate payment and contact information. Orders will be processed after payment or payment confirmation, where applicable.

5. Delivery

Delivery is available within Rwanda.

Kigali: Within 2 business days.
Outside Kigali: Within 3 business days.

Delivery times may vary due to circumstances beyond our reasonable control.

6. Returns & Refunds

Returns, exchanges, and refunds are handled according to our Return & Refund Policy.

7. Intellectual Property

The Roots Rwanda name, logo, website content, images, and designs may not be copied or used without our permission.

8. Privacy

Your personal information is handled according to our Privacy Policy and applicable laws of Rwanda.

9. Changes to These Terms

Roots Rwanda Ltd may update these Terms from time to time. Updated Terms will be published on our website.

10. Governing Law

These Terms are governed by the applicable laws of the Republic of Rwanda.

11. Product Availability & Customer Support Policy

If the product you are looking for is not available or cannot be found in our online store, the information may not currently be available through this chat.

For the latest information about product availability, stock, prices, models, special orders, delivery, or any other assistance, please contact our Customer Service team directly on WhatsApp.

📱 Customer Service: 0781 308 888

👉 Chat with us on WhatsApp https://wa.me/250781308888

Our customer service team will be happy to assist you with products or information that are not currently available through our online store or chatbot.

12. Chatbot Policies

The information provided by the website chatbot is intended to give customers general guidance and assistance regarding products, services, prices, availability, delivery, promotions, and other information available through the website.

We continuously aim to provide customers with the maximum reliable information available. However, information may change, products may become unavailable, prices or promotions may be updated, and some product details may not be available in the online store its advisable to customer to contact whatsapp direct. 👉 Chat with us on WhatsApp> https://wa.me/250781308888

13. Customer Contact Collection Policy – Before Chat Exit

Purpose:
When an unregistered customer is communicating with the Roots Rwanda chatbot or automatic inbox and appears ready to leave the conversation, the chatbot should politely request their mobile number so the Customer Service team can contact them if further assistance is required.

Trigger Words / Exit Intent

Apply this when the customer sends messages such as:

“Thanks”
“Thank you”
“Thanks a lot”
“Okay, thanks”
“That’s all”
“I’m done”
“Bye”
“Goodbye”
“I will check later”
“I will contact you later”
“No more questions”
Or any other message indicating that the customer is ending the chat.

14 . Contact Us

Roots Rwanda Ltd
Kigali, Rwanda
Phone: +250 781 308 888
Email: digital.rootsrwanda@gmail.com
Website: RootsRwanda.rw