ONLINE SHOPPING TERMS & CONDITIONS

Last updated: 12 July 2025

All rights reserved.

Model Mooove! ("we", "our" or "us" in these terms and conditions) offers an online supermarket where you can search for and purchase grocery items (groceries) through the Model Moove! website or mobile application. For the purposes of these terms and conditions, any references to Model Moove! online shopping service or Model Mooove! online shop includes: (a) the online shopping service; and (b) the Model Mooove! website or mobile application that you use to access and use the online shopping service.

Your use of Model Mooove! online shopping service via the website or mobile application is governed by these terms and conditions. Please read them carefully. The systems and intellectual property rights relating to or supporting Model Mooove! online shopping services are owned or controlled by W.U.M. Properties (Pty) Ltd (Model Mooove!) and any shareholder, affiliate, subsidiary or related company of the O&L Group of companies (collectively O&L).

The Model Mooove! online store that you have selected to supply your Groceries ( "nominated store") is responsible for the supply of groceries ordered by you through our online shopping service. Any orders placed through our online shopping service are legally binding offers, and if accepted by us, a legally binding contract is formed between you and your nominated store. Our online shopping service is intended for use by people located in Namibia.

By accessing or using our online shopping service (or any content, product, service or feature available through the website), you agree to abide by and be bound by the terms described herein and by all terms, policies and guidelines incorporated by reference, as well as any additional terms and restrictions presented in relation to specific content or a specific product, service or feature. If you do not agree to all of these terms, do not use the site.

Privacy Policy

Model Mooove! is committed to protecting your privacy. Please refer to our Privacy Policy for information on how we collect, use and disclose personal information.

1. Registration

Your use of Model Mooove! online shopping service: by accessing, searching for and/or ordering your groceries through our online shopping service, you are deemed to have read and agreed to these terms and conditions. You are responsible for any data or telecommunications charges when you shop online with Model Mooove!.

Registration and use of your details

You must register to use our online shopping service to search for and buy groceries. You are required to complete the registration process as a Model Mooove! customer as indicated on the website, or mobile application, and provide your nominated email address, password and other requested information. It is your responsibility to ensure that the details provided at registration or at any other time are correct and complete. You must inform us immediately of any changes to the information provided during registration by updating your personal details on the account dashboard.  Any personal information you provide to us will be collected, held and used in accordance with the Model Mooove! Privacy Policy.

Termination/ suspension of access to Model Mooove’s online shopping service

We may refuse any application to use our online shopping service. We may also, at our discretion, suspend or terminate your access to our online shopping service at any time for any reason.

 2. Placing an order for your groceries

General

Orders can only be created through the use of our online shopping service. No orders by telephone, email, SMS, WhatsApp or any other medium will be accepted. For the avoidance of doubt, this condition will apply to our Customer Care Centre and our online shopping fulfilment stores. Please note that the Customer Care Centre may guide you through the process of placing an order, but is unable to place the order on your behalf.

Accepting your order, the following steps are required:

• You will be guided through the process of selecting products for your basket and making a delivery/collection through a series of simple steps.
• The final step in placing your order will be reviewing and confirming the accuracy of your basket and your chosen payment method. Your order is confirmed on completion of the checkout process.
• We will send you an order acknowledgement email detailing the products you have ordered and any associated delivery or collection information.

We reserve the right to refuse any order placed via the Model Mooove! online shopping service at our sole discretion. Where payment for a refused order has been charged to your credit or debit card, we will refund the value of that order to the credit or debit card used for payment.

Non-acceptance of an order may be a result of one of the following, but not limited to:

• The product you ordered is not available in stock;
• We are unable to obtain authorization for your payment;
• A price or product description error is identified;
• You do not meet the eligibility to order criteria set out in the main Terms and Conditions.

All offers are subject to availability and while stocks last.

Minimum order value

The total estimated value of your order shown on the “check-out” page must be at least NAD1 before your order for groceries will be accepted.

Instructions

When placing your order, please advise in the relevant comments section of any special instructions for our Personal Shoppers who are picking your groceries. For example, in that section you could ask for “yellow firm bananas”, “ripe avocados”, or “please select items with the latest expiry date”. We will endeavour to meet any special requests you may have where possible.

Estimated order value and final order value

The order value at the time you place your order is an estimated total only. The final order value is the actual price you will pay for your groceries (plus any service fees for Deliveries or Click & Collect, as explained below) and may change from the estimated order value for the following reasons:

Variable weight items – if you have ordered grocery items that need to be weighed (such as produce, seafood, meat and deli items from our fresh food departments) or are pre-packed items that are of variable weight, you will be charged for the actual weight of the item picked by our Personal Shoppers (at the unit price displayed by Model Mooove! at the time you placed your order). Our Personal Shoppers will do their best to ensure that the items you actually get and pay for weigh as close as possible to the weight you ordered.

Substitutions – if you have agreed that substitutions are allowed, the final value of your order may reduce as a result of us substituting items that are not available for similar items. You will be charged the cheaper price of either the item ordered or the substituted item.

No substitutions – if you have not agreed to allow for substitutions, the final value of your order may reduce from the estimated order value, as a result of us removing groceries from your order that are not available.

Specially requested items – we may provide you the option to make special requests for grocery items. If you have ordered any “specially requested items”, the final value of your order may increase where we are able to supply you those items, as the price for any “specially requested items” are only added to your order total once we confirm they are available and our Personal Shoppers pick those items for you.

You will be provided a final invoice at the time of pick up. Where the final order value of your order is different from your estimated order value, this will be displayed on your final invoice.

Please also note that if we allow you to change your grocery order under clause 2.12, pricing for your order may change. See clause 2.12 below for detail.

Maximum number of items

We reserve the right to limit the number of each item we will supply in any transaction. You may not purchase items through Model Mooove! for the purposes of resale. If we suspect that you are doing so, we may suspend or terminate your access to Model Mooove!’s online shopping service or we may refuse to fulfil any order you place through Model Mooove!’s online shopping service.

Confirmation of order

Once you have successfully submitted your order we will send you an order confirmation to the email address you have provided to us. Please check your spam or junk folders in case our email has been directed there. To avoid this, we recommend that you add our email address (model.mooove@ol.na) to your contacts list. If your order confirmation has not come through within 4 hours, then please call our Customer Support Centre on +264 81 155 5999.

Please review your confirmation email when it comes through to check that everything is correct. If something does not look right, then please contact our Customer Support Centre on +264 81 155 5999.

Service fees

No service fees will be charged for orders placed through our Model Mooove! online store.

Payment

Orders can be paid for by EFT, Credit or Debit card only (Visa or Mastercard). You cannot use Model Gift Cards to pay for orders through Model Mooove!’s online shopping service.

Model Mooove! does not store complete or usable Credit or Debit card information. To pay for your order, you will be transferred to a secure, accredited partner that complies with payment card industry (PCI) data security standards (DSS).

Your Credit or Debit card will have a nominal amount (currently NAD1) held from the time you place your order to ensure your card is valid. This nominal amount will be reversed within 7 days of placing your order (it will not be taken off the payment for your order).

Payment for your order will be processed on the date you have chosen to collect your groceries. You must ensure you have sufficient funds available on your Credit or Debit card to pay for the order on this date. If you have insufficient funds on that date, your order will not be processed or provided. We will contact you to let you know that your order has been cancelled.

You agree to indemnify (compensate) us against any loss or damage we incur arising from any default by your Credit or Debit card provider to make payment to us in full, where, for whatever reason, the groceries are nevertheless made available to you for collection.

Verification of payment

O&L may, for the purposes of mitigating fraud, request photo identification to verify the payment method used by a customer to place an order via Model Mooove!’s online shopping service. Any information provided will be dealt with in accordance with Model Mooove!'s Privacy Policy.

Currency, VAT

All prices set out in these terms and conditions and/or displayed by Model Mooove! are in Namibian dollars (NAD) and include value-added tax (VAT).

If what you order is not what you get

Our Personal Shoppers will do their best to pick your groceries in accordance with your order and preferences. If you notice that you have been charged for a grocery item you did not receive or have been supplied a grocery item in error, then please contact our Customer Support Centre on +264 81 155 5999 so that we can address the issue.

Changing or cancelling your order

You can change or cancel your order through Model Mooove!’s online shop up until the applicable order cut-off time for the placing of your order. It may be possible to change or cancel your order after the order cut-off time by calling our Customer Support Centre on +264 81 155 5999. We reserve the right to amend or cancel the order after the order cut-off time.

Please note that if we allow you to change your order, all item prices will update to reflect the current pricing at the time your order is resubmitted. This means you may lose any promotional pricing that was applied when you first placed your order if it is no longer available. However, you will benefit from any new promotional pricing that has been introduced since your original order and is active at the time of resubmission.

If you confirm your change of order, we will send an updated order confirmation email with a new estimated order value based on the prices listed on Model Mooove!’s online shop when you made the change. If you do not collect your online order before or during your allocated time slot, your order will be placed in pending status until it is collected.

Returns, Refunds and Exchanges

We are committed to complying with the Consumer Protection Act and ensuring a fair, transparent return and refund experience. All products purchased are covered by our quality guarantee.

We will only allow returns for products purchased through Model Mooove!’s online shop if the items purchased are damaged, faulty or spoiled at the time of collection/delivery. Acceptance of returns, through either offering a full refund or replacement, are subject to the nominated store's discretion and Model Mooove’s returns and refunds policy. 

Please always refer to your order details under your profile on our website, as some instructions may vary based on product type.

• General Rules
  • You must present the original invoice or proof of purchase for any return, refund, or exchange.
  • We do not offer cash refunds for online purchases.
  • Products must be returned in their original, unused condition, with all packaging, stickers, labels, manuals, and accessories intact—unless they are defective.
  • No collection service is provided for returns after delivery. Delivery agents cannot accept items unless returned immediately at delivery.
• Returns at the Time of Delivery
  • If you are not satisfied with an item during delivery:
    • You may return it directly to the delivery driver.
    • Returned items must be noted and signed for on the delivery invoice and the Driver Application.
    • Refunds for items returned during delivery are processed within 48 hours after the store receives the goods.
    • To avoid any misunderstanding, Model Mooove! does not offer re-delivery of items in the event of returns.
• Returns After Delivery
  • If you need to return an item after the driver has left:
    • You must take the item to the store where the purchase was made.
    • Contact our Customer Support for assistance if needed.
    • Returns are generally accepted within 10 business days, unless excluded or stated otherwise below.
    • Only items purchased through the website may be returned through this process.
  • You acknowledge and accept that we are not liable to provide the same delivery service as part of any further procedures once we have left your premises after the original delivery.
• Grocery Product Refunds
  • Most grocery items arrive in sealed “Model” bags. If a seal is broken, you may refuse the order.
  • If you accept delivery, any issues must be logged within 48 hours via the website or Customer Support.
  • Thereafter, items must be returned in-store, subject to standard timelines.
• Non-returnable grocery items include
  • Cold-storage or temperature-sensitive products
  • Baby food and formula
  • Unsealed batteries
  • Items marked as non-returnable on the product page
  • Products that cannot be returned for hygiene, public health, or regulatory reasons
• Non-Grocery, Shelf-Stable & Non-Perishable Products
  • You may return these items if:
    • They are incorrect and returned within 48 hours of delivery, or
    • You are unhappy with the product and return it within 10 business days (if unused and unopened).
  • Refunds or exchanges will only be processed after store assessment and approval.

3. Deliveries and Click & Collect

Order cut-off times

You must collect your groceries from your nominated store (using Click & Collect). Collections are free; however, there will be a bag fee if you don’t bring your own bags. If you are in a full-service area, you can get deliveries to your delivery address. Orders for Click & Collect must be placed before the order cut-off times displayed on Model Mooove!’s online shop or otherwise determined by us (the relevant cut-off time for your order being referred to as the Order Cut-Off time(s) in these terms and conditions). Order Cut-Off times may change from time to time, as determined by us.

Click & Collect timeslots

We will offer Click & Collect services between set hours, and these services will be allocated by scheduled timeslots that can be booked through the Model Mooove! online shopping service. There may be a limit to the number of orders that can be collected during each available timeslot. You can reserve a Click & Collect timeslot for up to 30 minutes while you select your groceries. After that time, we cannot guarantee that the Click & Collect timeslot you reserved will still be available, and you may be prompted by Model Mooove! to select another timeslot.

Click & Collect timeslots are available between:

Monday - Friday

1. 10h00 – 12h00
2. 12h00 – 14h00
3. 14h00 – 16h00
4. 16h00 – 18h00

Saturday

1. 10h00 – 12h00
2. 12h00 – 14h00

We will do what we can to make your order available for collection within the timeslot selected by you. If we are unable to make your order available for collection within the timeslot you have selected, we will contact you using the information provided during registration. We reserve the right to amend timeslot schedules, including Click & Collect times, at our sole discretion.

For Click & Collect orders, if you do not collect your order within the timeslot selected, we will contact you using the information provided during registration. You may need to contact your nominated store to arrange an alternative timeslot.

Collection service

You can order online and collect your groceries from your nominated store using our "Click & Collect" option. You may reserve a Click & Collect timeslot when selecting your groceries on Model Mooove!’s online shop. We will make reasonable efforts to ensure your groceries are available for collection during your chosen timeslot. If this is not possible, we will contact you using the details during registration.

Late pick-ups

We understand that unforeseen circumstances may prevent you from collecting your groceries on time. However, we cannot leave orders in lockers or in-store beyond your allocated collection timeslot. Any uncollected orders will be removed and may be stored separately for a limited time, in accordance with food safety guidelines. If you anticipate being late, please contact our Customer Support Centre at +264 81 155 5999. Please note that additional fees may apply for late collections.

4. Age-restricted grocery items

Purchase of alcohol, vape or tobacco products

It is illegal to sell or supply alcohol, vape, or tobacco products to anyone under the age of 18. It is also illegal for you to purchase these products if you are under 18, even if you are buying them as a gift for someone else. By ordering alcohol, vape, or tobacco products through Model Mooove!’s online shop, you confirm that you are 18 or older and that anyone collecting or receiving the order via Click & Collect is also 18 or older. In line with our policy, we may request acceptable identification if you, or anyone collecting or receiving the order on your behalf, appears to be under the age of 18.

If acceptable identification cannot be provided at the time of collection, the age-restricted items will be withheld by the nominated store. The purchaser’s credit or debit card will be refunded for the value of the restricted items. If acceptable identification cannot be provided at the time of collection, the restricted items will be retained by the nominated store. The purchaser’s credit or debit card will be credited with the value of the restricted items.

Acceptable forms of identification include:

• • A valid identity document
• • A valid driver’s licence
• • A current passport

5. Online pricing, promotions and rewards

Online pricing

Prices shown on the Model Mooove! online shop are updated in real time, so we recommend checking the prices in your basket before completing your order, in case any have changed while you were selecting your groceries.

Promotions or competitions

Promotions or competitions may apply to grocery items purchased online as determined by us from time to time. Any promotions or competitions run through Model Mooove! online shopping service are subject to these terms and conditions, as well as applicable terms and conditions that apply specifically to that promotion or competition. By purchasing the qualifying item(s) for the promotion or competition, you agree to the relevant terms and conditions for that promotion or competition.

Gift cards

Model gift cards cannot be used for purchases or otherwise redeemed through Model Mooove!’s online shopping service.

6. Direct marketing and consent to receiving messages

When you register to use Model Mooove!’s online shopping service, your name and contact details will be added to our Model Mooove! database (and/or a database of O&L), and you consent to receiving messages from us from time to time. As set out in clause 1 above, any personal information you provide to us will be collected, held and used in accordance with the Model Mooove! Privacy Policy. We may also send you messages about promotions available at Model Mooove!

All commercial electronic communications from us (except for communications confirming your order or otherwise about your order and your ongoing use of Model Mooove!’s online shopping service) will contain an unsubscribe function if you no longer want to receive messages from us. If you unsubscribe, we may not be able to provide you with all or some of Model Mooove!’s services.

7. Warranties

All representations, terms, warranties, guarantees, or conditions whether express or implied by statute, common law or custom of the trade or otherwise, including, but not limited to, implied warranties, guarantees or conditions or merchantability and or fitness for a particular purpose, tolerance to any conditions or similarity to sample are excluded and expressly negated to the fullest extent permitted by law.

It is your responsibility to satisfy yourself that the groceries you purchase through Model Mooove!’s online shopping service are fit for the purpose you intend and to use all requisite care and skill when handling, using and/or consuming those groceries. You warrant that you will not use groceries purchased through Model Mooove!’s online shopping service for any purpose for which they are not suitable. You acknowledge that you cannot rely on any representation or statement made by a representative of your nominated store or O&L either through Model Mooove!’s online shopping service or otherwise, other than the express wording of these terms and conditions. No representative of your nominated store or O&L assumes any obligation or liability for any advice given to you, and you accept groceries purchased through Model Mooove!’s online shopping service entirely at your own risk

8. Liability

No liability generally

To the maximum extent permitted by law, we, O&L and your nominated store will not be liable, whether in contract, delict or otherwise, for any loss, damage or injury arising directly or indirectly from any use of Model Mooove!’s online shopping service and groceries supplied through Model Mooove!’s online shop. While we endeavour to keep information on Model Mooove!’s website and mobile application up to date, we cannot and do not guarantee the accuracy and completeness of this information.

Information displayed

The information displayed on Model Mooove!’s online shop is provided to you “as is”, and any reliance upon the information shall be at your own risk. Descriptions of or information relating to products or groceries displayed on Model Mooove!’s online shop have been provided by our suppliers and are not our or O&L’s responsibility.

Title and risk

Groceries ordered through Model Mooove! are at our risk until collected from your nominated store. Once collected, title and risk in the groceries pass from your nominated store to you.

9. Intellectual property

Model Mooove! and/or O&L either owns or is authorised to use the intellectual property in everything that you hear, read, download or access on or via the online shop (including messages, data files, software, images, photographs and other materials). You are not permitted to do anything which infringes these intellectual property rights (such as copying, modifying or reposting content) unless you have express permission from us.

10. Accessing and using Model Mooove!’s online shopping service

License to use online shopping service

We grant you a non-exclusive, non-transferable, revocable right to access and use our online shopping service solely for your use and on a device that you own and/or control, all on the terms and conditions set out in these terms and conditions.

Restrictions on use of online shopping service

You will not attempt to: (i) copy, modify, duplicate, create derivative works from, frame, mirror, republish, display, transmit, or distribute all or any portion of Model Mooove!’s online shopping service in any form or media or by any means; or (ii) attempt to decompile, disassemble, reverse engineer or otherwise reduce to human-perceivable form all or any part of Model Mooove!’s online shopping service.

Changes to online shopping service

You acknowledge that we may provide updates, upgrades, patches and other modifications to Model Mooove!’s online shopping service (together Updates). Some of these updates will occur automatically (for example, if you use the website to order your groceries) while other updates may require you to implement them (for example, if you use the mobile application to order your groceries). You may also be required to update or upgrade the device, and/or the operating system or other software on that device (for example, your internet browser) (together Hardware or Software Updates), to continue to use Model Mooove!’s online shopping service. Unless we specify otherwise, Updates will be provided at no cost. You will be responsible for implementing any Hardware or Software Updates and all associated costs. We may at any time modify, discontinue or restrict access to Model Mooove!’s online shopping service (or any part of it), temporarily or permanently, with or without notice to you. You agree that we will not be liable to you or to any third party for any modification to, the discontinuance of, or restriction of access to, Model Mooove!’s online shopping service.

Internet access

You will be solely responsible, at your cost, for: (i) procuring and maintaining your network connections and telecommunications links from the device you use to access Model Mooove!’s online shopping service; and (ii) all problems, conditions, delays, delivery failures and all other loss or damage arising from or relating to your network connections or telecommunications links or caused by the internet.

11. General

Variation of terms and conditions

We can change these terms and conditions at any time, without notice to you, by updating them on Model Mooove!'s website and mobile application. The revised terms will take effect when they are posted, and your continued use of Model Mooove’s online shopping service will represent an agreement by you to be bound by these terms and conditions as amended.

Other terms and conditions

Please note that other website terms and conditions or ‘terms of use’ govern your use of the general Model Mooove! website.

Privacy

We may need to obtain personal information from you in the course of providing some of the services or content of our online shopping service. Personal information is any information about you that identifies you, or by which your identity can reasonably be ascertained.

Our Privacy Policy sets out how we can collect, hold and use your personal information. This Privacy Policy also forms part of these terms and conditions.

Force majeure

We are not liable in respect of anything that, but for this provision, would or might constitute a breach of these terms and conditions, where this arises out of circumstances beyond our, including but not limited to casus fortuitus, acts of God, natural disasters, sabotage, accident, riot, pandemic, shortage of supplies, equipment or materials, strikes and lockouts, civil commotion, computer viruses or hacking, breakdown of equipment, power supply failure or telecommunications failure, or malicious damage (Force Majeure). We will refund the full purchase price of orders that have been processed but cannot be collected due to Force Majeure.

Governing law

The laws of Namibia govern your use of Model Mooove!’s online shopping service and these terms and conditions. Any legal action against us must be taken in a Namibian court of law.