Consumer Terms of Service

1. About Tova

Tova is a drop culture marketplace platform operated by Tova (incorporated in England & Wales). We connect consumers with food businesses — restaurants, bakeries, and home kitchens — who post time-bound, limited-quantity food drops available for pickup or dine-in.

Tova is a marketplace only. We are not a food producer, seller, or delivery service. The food business you claim from is solely responsible for the food they prepare and sell.

2. Eligibility

To use Tova as a consumer you must:

• Be at least 16 years of age
• Provide accurate and truthful registration information
• Maintain only one account per person
• Have a valid mobile phone number capable of receiving WhatsApp messages

By creating an account you confirm that you meet these requirements and that all information you provide is accurate. Providing false information — including about your age — is a breach of these Terms and will result in immediate account termination. If we discover a user is under 16, their account will be closed and their data deleted promptly.

3. Your Account

You are responsible for maintaining the security of your account credentials. Do not share your login with others. You are responsible for all activity that occurs under your account.

Tova reserves the right to suspend or terminate accounts that violate these Terms or that we reasonably believe are being misused.

3A. The Tova App (PWA)

Tova is available as a Progressive Web App (PWA) that can be installed directly to your device home screen without requiring a download from the Apple App Store or Google Play Store. By installing the Tova app you agree to these Terms.

The Tova PWA:

• Updates automatically in the background — you will always be running the most current version
• May request permission to send push notifications to your device (see Section 8)
• Stores certain data locally on your device for faster loading and limited offline functionality (see Section 9)
• Is not distributed through or subject to the review processes of Apple App Store or Google Play Store

You can remove the Tova app from your home screen at any time through your device settings. Removing the app does not close your account. To close your account, contact support@tova.global.

4. Making a Claim

When you claim a drop on Tova, you are making a binding commitment to collect that item within the published pickup window. A claim is a promise — to the business and to other users who may have missed that drop because of your claim.

4.1 Cancellation Window

You may cancel a claim within the following windows from the time of claiming:

• Drop window under 2 hours: cancel within 15 minutes
• Drop window of 2 to 6 hours: cancel within 30 minutes
• Drop window over 6 hours: cancel within 1 hour

After the cancellation window closes, your claim is final and cannot be cancelled. If you do not collect, it will be recorded as a no-show. The cancellation deadline is displayed on your claim confirmation.

5. Pickup Windows & No-Show Policy

5.1 What is a Pickup Window

Each drop has a published pickup window — a start and end time during which you must collect your item. The business is only obligated to hold your claim during this window.

5.2 What Counts as a No-Show

A no-show is recorded when:

• You claim a drop and do not arrive within the published pickup window, and the business marks the claim as uncollected
• You arrive after the pickup window has closed, and the business exercises their right to decline the late collection

A no-show is not recorded if you cancel within the cancellation window described in Section 4.1, or if the business chooses to honour a late arrival at their discretion.

5.3 Late Arrivals

If you arrive after the pickup window has closed, the business has sole discretion over whether to honour your claim. Tova does not intervene in this decision. If the business declines your late arrival, it will be recorded as a no-show.

5.4 Strike System

No-shows are tracked on your account as follows:

• Strike 1: Written warning issued to your account
• Strike 2: Account suspended for 7 days
• Strike 3: Account flagged for permanent removal — see appeal process below

Strikes reset if your account remains no-show-free for 60 consecutive days from the date of your most recent strike.

5.5 Appeal Process

Before a permanent ban is confirmed following a third strike, Tova will notify you by email and WhatsApp (if opted in). You will have 48 hours from that notification to submit a written appeal to support@tova.global. We will review your appeal and respond within 5 business days. Tova's decision following appeal is final.

If you believe a no-show was recorded in error, contact support@tova.global within 7 days of the recorded incident.

6. Food Safety & Allergens

Tova is a marketplace platform. We do not prepare, handle, or inspect the food sold by businesses on our platform. Each food business is solely responsible for: the quality and safety of their food; accurate allergen and ingredient information; compliance with applicable food hygiene standards.

Tova accepts no liability for allergic reactions, foodborne illness, or any harm arising from food purchased through the platform.

7. Prohibited Conduct

You must not:

• Create multiple accounts to circumvent the no-show strike system
• Claim drops with no genuine intention of collecting them
• Resell or commercially redistribute food purchased through Tova
• Harass, threaten, or behave abusively toward businesses or their staff
• Provide false information during registration or any interaction on the platform
• Attempt to circumvent Tova's systems or access areas you are not authorised to access

8. Platform Fees

Tova is free to use for consumers. We do not charge consumers any platform fees or commissions on claims. When digital payment processing is introduced in future, you will be notified clearly before any consumer-facing charges take effect, and your explicit acceptance will be required.

8A. Push Notifications

When you install the Tova app or visit the platform, you may be prompted to allow push notifications. If you accept, your browser generates a push subscription token associated with your device, which Tova stores to send you claim reminders, drop alerts, and account notices.

You can withdraw permission at any time through your device or browser settings (Settings → Notifications → Tova). Withdrawing push notification permission does not affect your ability to use Tova or your WhatsApp opt-in status.

9. Local Storage & Offline Data

The Tova app stores certain data locally on your device — including recent listings, your claim history, and session information — to enable faster loading and limited offline browsing. This local data is not transmitted to third parties.

On shared devices, we recommend logging out of Tova after each session to prevent others from accessing your claim history or account information stored locally.

10. Intellectual Property

All content on Tova — including the brand, design, and platform code — is owned by or licensed to Tova. You may not copy, reproduce, or distribute any part of the platform without our written permission.

11. Limitation of Liability

To the maximum extent permitted by applicable law, Tova's total liability to you shall not exceed the value of the specific transaction giving rise to the claim.

Tova is not liable for: the quality or safety of food purchased through the platform; losses arising from a business cancelling a drop; losses arising from your account being suspended for breach of these Terms; or any indirect, consequential, or economic loss.

12. Force Majeure

Tova shall not be liable for any failure or delay resulting from circumstances beyond our reasonable control, including natural disasters, acts of government, civil unrest, power outages, or telecommunications failures.

13. Changes to These Terms

We may update these Terms from time to time. If we make material changes, we will notify you via email and, where opted in, via WhatsApp, at least 14 days before the changes take effect. Continued use of Tova after that date constitutes acceptance.

14. Governing Law & Disputes

These Terms are governed by the laws of England & Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England & Wales.

Tova operates its consumer platform in Karachi, Pakistan. Nothing in these Terms limits any rights you may have under applicable Pakistani consumer protection law.

15. Contact

• Contact: support@tova.global

tova — bringing drop culture to the Global South