Terms of sale

These terms govern orders submitted through the Rikisimo website for preparation, payment and delivery in Cuba. The Spanish version prevails in the event of a discrepancy.

1. Seller

The seller is 5 Sentidos SRL, a Cuban MSME operating under the trade name Rikisimo, with tax identification number 50004373075 and professional address at Calle San Juan de Dios 67, ground floor, between Habana and Compostela, Old Havana, Havana, Cuba. Contact and complaints: soporte@rikisimocuba.com and WhatsApp +53 6308 9446.

2. Scope and customer requirements

Rikisimo offers food and beverages for delivery throughout Havana or collection at its premises. Products are prepared and delivered in Cuba. People located outside Cuba may submit an order for a recipient in Cuba and pay through TropiPay, subject to TropiPay's availability and conditions. The person submitting the order must be at least 18 years old and have legal capacity to contract.

If the customer provides another person's contact or delivery details, the customer declares that they are authorised to do so and that the information is accurate.

3. Order request and confirmation

Submitting the website form only sends an order request and does not confirm the order or create an obligation to pay. Rikisimo reviews product availability, delivery details, delivery cost and the final CUP price and communicates the result through WhatsApp. For a TropiPay payment, Rikisimo then sends a QR code or payment link with the amount, currency and payment concept. The order is confirmed only after Rikisimo verifies that the TropiPay payment was completed. Preparation begins after that confirmation. For payment in Cuba, the order is confirmed through WhatsApp before preparation and is paid upon delivery or collection.

4. Products and availability

Product descriptions identify their main characteristics. Images are illustrative and presentation may vary reasonably without changing the essential characteristics. Products and ingredients are subject to availability. Rikisimo will not substitute a product or ingredient without informing the customer and obtaining express approval before preparation. No substitutions are made after preparation.

Customers must report allergies, intolerances or other relevant dietary requirements before confirming the order. Rikisimo will communicate the available ingredient and allergen information before confirmation when requested.

5. Prices and delivery charge

The contractual currency is the Cuban peso (CUP). Prices shown in euros or United States dollars are approximate conversions for information only. Product prices include applicable Cuban taxes. The delivery charge is calculated according to the delivery distance and is communicated with the final total before confirmation. The amount accepted in the WhatsApp confirmation is the final order price, except for a later change expressly requested and accepted by the customer.

6. Payment and receipt

The recipient may pay in Cuba, upon delivery or collection, in cash or by an accepted Cuban bank transfer. A customer outside Cuba may pay through TropiPay using the QR code or payment link sent by Rikisimo through WhatsApp after the final total has been calculated, subject to TropiPay's availability and conditions. TropiPay processes the electronic payment under its own terms and privacy information. Rikisimo does not request or store the customer's complete card credentials. The order is not confirmed and preparation does not begin until Rikisimo verifies the electronic payment. Rikisimo provides a receipt or proof of payment.

7. Delivery and collection

Delivery is available throughout Havana, Monday to Friday from 12:00 to 20:00. Rikisimo confirms an exact scheduled delivery time through WhatsApp. If an exceptional event may prevent delivery at that time, Rikisimo will contact the customer or recipient as soon as reasonably possible to agree on a solution.

The customer is responsible for providing a complete address and an available contact number. Delivery details and any consequences of an absent recipient, an incorrect address or a second delivery attempt must be agreed before confirmation if applicable.

Collection is available at Calle San Juan de Dios 67, ground floor, between Habana and Compostela, Old Havana, Havana, Cuba, at the date and time confirmed through WhatsApp.

8. Changes and cancellations

The customer may cancel without charge before preparation begins. Rikisimo also voluntarily permits cancellation without charge after preparation has begun and before delivery. A cancellation must be communicated as soon as possible through the contact WhatsApp. If Rikisimo cancels an order, no amount will be charged and any amount already received will be refunded in full.

9. Perishable products and withdrawal

The products are prepared food and beverages that may deteriorate or expire rapidly. The statutory 14-day withdrawal period does not apply to such perishable products after delivery. This does not limit the customer's rights when an item is missing, does not match the confirmed order, is unsafe, is in poor condition or otherwise fails to comply with the agreement.

10. Incidents, complaints and remedies

Incidents may be reported through soporte@rikisimocuba.com or WhatsApp +53 6308 9446. For perishable goods, customers should report visible incidents as soon as reasonably possible and keep the product and, where useful, photographs so the issue can be assessed. This request does not remove any mandatory consumer right.

Rikisimo will respond within a maximum of seven days. If the incident is confirmed to be attributable to Rikisimo, the amount paid for the affected product or order will be refunded. The parties may agree on another suitable remedy where the customer prefers it.

11. Conformity and responsibility

Rikisimo is responsible for ensuring that products match the confirmed order, are suitable and safe for consumption and are delivered under appropriate conditions. Rikisimo is not responsible for a failed or delayed delivery caused by inaccurate information or the recipient's absence, provided that it acted with reasonable diligence. Nothing in these terms excludes liability or mandatory consumer rights that cannot legally be waived.

12. Applicable rules

The commercial activity, preparation, payment and delivery take place in Cuba and these terms are primarily governed by Cuban law. This provision does not deprive a consumer of any mandatory protection that may apply because Rikisimo specifically directs its activity to the consumer's country of habitual residence.

13. Language, retention and changes

These terms are available in Spanish and English. The Spanish version prevails in the event of a discrepancy. The version in force when the order is confirmed applies to that order. Changes apply only to future orders. Customers may save or print this page and request a copy from Rikisimo.