Terms of Service

1. Acceptance of Terms

By accessing or using Venderce ("the Platform"), you agree to be bound by these Terms of Service ("Terms"). If you do not agree to these Terms, you must not use the Platform. These Terms constitute a legally binding agreement between you and Venderce.

We may update these Terms from time to time. Continued use of the Platform after changes constitutes acceptance of the updated Terms. We will notify users of material changes via email or platform notification.

2. Definitions

• "Platform" — The Venderce website, mobile applications, and all related services.
• "Buyer" — Any individual or entity that purchases products through the Platform.
• "Vendor" — Any individual or entity that sells products through the Platform after completing the vendor onboarding process.
• "User" — Any person who accesses or uses the Platform, whether as a Buyer, Vendor, or visitor.
• "Order" — A confirmed purchase transaction between a Buyer and a Vendor, facilitated through the Platform.
• "Escrow" — The payment holding mechanism where Buyer funds are held securely until delivery is confirmed or the confirmation window expires.
• "Dispute" — A formal complaint filed by a Buyer regarding an Order, initiated through the delivery confirmation email link.

3. Eligibility

To use the Platform, you must:

• Be at least 18 years of age, or the age of majority in your jurisdiction.
• Have the legal capacity to enter into binding agreements.
• Not be prohibited from using the Platform under applicable law.
• Provide accurate, current, and complete registration information.

Vendors must additionally complete the vendor verification process, which may include identity verification, business registration, and tax documentation.

4. Account Registration and Security

4.1 Registration

To access certain features, you must create an account. You agree to:

• Provide truthful and accurate information during registration.
• Maintain the security of your password and account credentials.
• Promptly update your account information if it changes.
• Accept responsibility for all activities that occur under your account.

4.2 Account Security

You are responsible for maintaining the confidentiality of your account credentials. You must immediately notify Venderce of any unauthorized use of your account. Venderce is not liable for any loss arising from unauthorized use of your credentials.

4.3 One Account Per Person

Each person or entity may maintain only one account. Duplicate accounts may be suspended or terminated at Venderce's discretion.

5. Buyer Terms

5.1 Account Registration

• You may browse the Platform without an account.
• To make a purchase, you must provide a valid shipping address, email, and phone number. Guest checkout is available.
• You must be at least 18 years old or have the consent of a parent/guardian to make purchases.

5.2 Placing Orders

When you place an order on the Platform:

• You are entering into a direct purchase agreement with the Vendor.
• Venderce facilitates the transaction but is not a party to the sale.
• Payment is processed through our secure escrow system — funds are held until delivery is confirmed or the confirmation window expires.
• You must provide accurate shipping information. Venderce and Vendors are not responsible for orders shipped to incorrect addresses provided by the Buyer.

5.2 Payment and Escrow

• All payments are processed in the currency displayed at checkout.
• Prices are set by individual Vendors and include any applicable taxes unless otherwise stated.
• Payment must be completed before an order is confirmed.
• You are responsible for any bank or currency conversion fees charged by your financial institution.

5.3 Order Confirmation and Delivery Window

After a Vendor dispatches your order, you will receive a delivery confirmation email containing a unique link. This link allows you to:

• Confirm Delivery — Release payment to the Vendor.
• File a Dispute — Report issues with your order (wrong item, damaged, not received, etc.).

5.4 Filing a Dispute

If there is an issue with your order, you must file a dispute through the link in your delivery confirmation email before the confirmation window expires. Disputes cannot be filed after auto-confirmation. Valid reasons for disputes include:

• Item not received
• Item significantly different from description
• Item arrived damaged or defective
• Wrong item received
• Item not as advertised

Once filed, the Vendor has 48 hours to respond with evidence. Venderce will review the evidence and make a fair determination. See our Returns & Dispute Policy for the full process.

5.5 Cancellation

You may cancel an order before the Vendor marks it as "Shipped." Cancellation is available for orders in Pending (unpaid), Paid, or Processing status.

• How to Cancel: Registered users can cancel from their Order Dashboard. Guest users can cancel from the Track Order page. Both methods require email verification for security.
• Email Verification: When you request cancellation, a 6-digit verification code is sent to the email address associated with the order. You must enter this code to complete the cancellation. The code expires in 15 minutes.
• Refunds for Paid Orders: If you cancel a paid order before it is shipped, the full amount (including shipping and platform fees) will be refunded to your original payment method. Refunds typically appear within 3-10 business days depending on your bank.
• Unpaid Orders: If the order was not yet paid, it is simply cancelled with no financial impact.
• Restrictions: Once an order is shipped, it cannot be cancelled. You must wait for delivery and then file a dispute if there is a problem. Orders that have been delivered, auto-confirmed, or are under dispute also cannot be cancelled.

See our Returns & Dispute Policy for the full cancellation and refund process.

5.6 Prohibited Conduct

You may not:

• Use the Platform for fraudulent purposes, including false disputes or chargeback abuse.
• Manipulate prices, product listings, or reviews.
• Harass, threaten, or abuse Vendors or other Customers.
• Use automated systems (bots, scrapers) to access the Platform without authorization.
• Attempt to bypass payment security measures or tamper with order data.

6. Vendor Terms

6.1 Vendor Obligations

By listing products on Venderce, Vendors agree to:

• Provide accurate, complete, and truthful product descriptions, images, and pricing.
• Ship orders within the timeframe specified in their store policies.
• Use the Platform's dispatch system to notify Buyers when orders are shipped (which triggers the delivery confirmation email).
• Respond to Disputes within 48 hours with supporting evidence.
• Comply with all applicable laws, regulations, and tax obligations.
• Maintain adequate inventory to fulfill orders in a timely manner.

6.2 Prohibited Products

Vendors may not list the following on Venderce:

• Counterfeit, replica, or trademark-infringing products
• Weapons, ammunition, or explosives
• Drugs, controlled substances, or drug paraphernalia
• Hazardous materials or chemicals
• Stolen or illegally obtained goods
• Products that violate applicable laws or regulations
• Adult or explicit content (unless compliant with our adult content policy)
• Recalled or banned products

6.3 Shipping and Logistics

• Vendors must ship to the address provided by the Buyer at checkout.
• Vendors are responsible for ensuring products arrive in the condition described.
• Vendors must provide valid tracking information where applicable.
• Vendors are responsible for shipping costs unless otherwise agreed.
• Vendors must comply with all applicable shipping laws and customs requirements for international orders.

6.4 Vendor Payouts

• Vendors receive payment minus the platform commission after delivery confirmation or auto-confirmation.
• Payouts are processed according to the Vendor's selected payout schedule.
• Vendors are responsible for their own tax reporting and compliance.
• Venderce will provide transaction records and statements for tax purposes.

6.5 Vendor Ratings and Reviews

• Buyers may leave reviews after confirmed orders.

Vendors with consistent quality issues, high dispute rates, or policy violations may face account restrictions or termination. Vendors with 3 or more disputes may be automatically blocked from the Platform.

6.6 Storefront and Branding

• Vendors are granted a custom storefront URL (e.g., venderce.com/store/yourname).
• Vendors may customize their storefront logo, banner, brand colors, and theme within the options provided by Venderce.
• Vendors may not use Venderce's trademarks, logos, or branding without written permission.
• Venderce may feature Vendor stores or products in marketing materials, homepage sections, or promotional campaigns.

6.7 Vendor Suspension and Termination

Venderce may suspend or terminate a Vendor account for:

• Selling counterfeit, prohibited, or illegal products.
• Repeated failure to ship orders on time.
• High dispute rates (3 or more disputes).
• Fraudulent activity, including fake proof of delivery.
• Violation of these Terms or the Vendor Agreement.

Upon termination, any pending orders must be fulfilled or refunded. Available Balance will be paid out after a final review period (30 days).

7. Orders and Payments

7.1 Order Lifecycle

1. Order Placed — Buyer pays; funds held in escrow.
2. Order Confirmed — Vendor receives order notification and begins processing.
3. Order Dispatched — Vendor marks order as dispatched; Buyer receives delivery confirmation email.
4. Delivery Confirmed — Buyer clicks confirmation link in email; payment released to Vendor. OR
5. Auto-Confirmed — Confirmation window expires without action from Buyer; payment released to Vendor.
6. Dispute Filed — Buyer files a dispute via email link before window expires; payment held pending resolution.

7.2 Pricing and Taxes

• Prices are set by Vendors and displayed in the currency selected at checkout.
• Applicable taxes (VAT, sales tax, import duties) may be added at checkout or collected upon delivery depending on jurisdiction.
• Vendors are responsible for collecting and remitting applicable taxes.
• Venderce is not responsible for tax obligations of Buyers or Vendors.

7.3 Refunds

Refunds are processed in the following circumstances:

• Dispute Resolution — If a dispute is resolved in the Buyer's favor, a full or partial refund is issued.
• Vendor Cancellation — If a Vendor cancels an order before dispatch, a full refund is issued.
• Non-Delivery — If an order is not dispatched within the Vendor's stated timeframe, a refund may be issued upon request.

Refunds are credited to the original payment method. Processing times depend on your financial institution (typically 3-10 business days).

7.4 Payment Security

Venderce implements the following security measures:

• SSL/TLS encryption for all data transmission.
• Webhook signature verification to prevent fraudulent payment notifications.
• Duplicate transaction detection and prevention.
• Rate limiting on payment endpoints.
• CSRF protection on all checkout forms.

Venderce does not store your full card or bank details. Payment data is encrypted and transmitted directly to the Payment Gateway (Paystack, Flutterwave, or Monify) in compliance with PCI-DSS standards.

7.5 Bank Transfer Delays and Payment Confirmation

Bank transfers and USSD payments are not instant. Depending on your bank and the Payment Gateway, confirmation can take:

• Card Payments: Instant (1-2 minutes)
• Bank Transfers / USSD: Usually 1-5 minutes, but may take up to 30 minutes
• Flutterwave Bank Transfer: The Payment Gateway may display "Your transaction is being confirmed. You will receive an email within 24 hours." — this is a standard bank transfer flow. Payment is typically confirmed within minutes via webhook, but can take longer depending on your bank.

If your payment was deducted but your order still shows Pending after 30 minutes, use the Track Order page with your order number and email. Click "Refresh Status" to check. If it remains pending, contact support with your order number, email, and transaction reference.

7.6 Failed and Refunded Payments

• If a payment fails but your account is debited, the Payment Gateway will automatically reverse the charge within 24 hours. If not, contact us with your transaction reference.
• Refunds are processed to the original payment method within 3-10 business days.
• Refunds for disputed orders are processed automatically if the Vendor does not submit proof within 48 hours.
• Venderce does not charge Customers a refund fee. However, payment gateway processing fees may not be fully refundable.

8. Delivery

8.1 Delivery Responsibility

• Delivery times are estimates provided by Vendors and may vary based on location, carrier, and external factors.
• Customers are responsible for ensuring their shipping address is accurate and accessible.
• When an order is shipped, the Customer receives an email with dispatch details including dispatch type, driver/contact information, and waybill number.

8.2 Delivery Delays

Venderce is not responsible for delays caused by:

• Weather conditions, natural disasters, or other force majeure events.
• Carrier delays or errors.
• Incorrect or incomplete shipping addresses provided by the Customer.
• Customs or import delays (for international orders).

8.3 Lost Packages

• If a package is lost in transit, the Customer should file a dispute.
• The Vendor must provide proof of shipment (waybill, receipt) to support their case.
• If the Vendor cannot prove the package was shipped, the Customer will be refunded.

9. Disputes and Resolution

9.1 Filing a Dispute

Disputes must be filed through the delivery confirmation email link before the confirmation window expires. Once the window closes and the order auto-confirms, disputes cannot be filed through the standard process.

9.2 Dispute Process

1. Buyer clicks the dispute link in the delivery confirmation email and selects a reason.
2. Vendor is notified and has 48 hours to respond with evidence (photos, tracking info, communication records).
3. If the Vendor submits proof, the Customer reviews it and can approve or reject it.
4. If the Vendor does not respond within 48 hours, the order is automatically refunded to the Customer.
5. If the Customer rejects the Vendor's proof, Venderce admin reviews the case and makes a final decision.
6. Funds are released accordingly from escrow.

9.3 Vendor Auto-Block

9.4 Unresolved Disputes

If a dispute cannot be resolved through our internal process, either party may pursue resolution through applicable legal channels in their jurisdiction.

10. Fees and Commissions

• Venderce charges a commission on each completed transaction. Commission rates are provided during vendor onboarding and in the Vendor Dashboard.
• No fees are charged to Buyers for using the Platform.
• Fees and commissions may be updated with 30 days' notice to Vendors.
• All fees are non-refundable except in cases of platform error.

11. Intellectual Property

11.1 Platform Content

All content on the Platform (logos, text, images, software, design) is the property of Venderce or its licensors and is protected by intellectual property laws. You may not copy, modify, distribute, or reverse-engineer any part of the Platform without written permission.

11.2 Vendor Content

Vendors retain ownership of their product images, descriptions, and branding. By listing on Venderce, Vendors grant Venderce a non-exclusive, worldwide license to use, display, and promote their content on the Platform and in marketing materials.

11.3 User-Generated Content

Reviews, questions, and other user-generated content may be used by Venderce for platform improvement, marketing, and quality assurance purposes.

12. Limitation of Liability

• Venderce is not liable for product quality, safety, legality, or accuracy of product descriptions.
• Venderce is not liable for Vendor shipping delays, non-delivery, or damaged goods.
• Venderce is not liable for disputes between Buyers and Vendors.
• Venderce is not liable for any indirect, incidental, consequential, or punitive damages.
• Our total liability for any claim shall not exceed the commission earned on the transaction in question.
• We do not guarantee uninterrupted or error-free operation of the Platform.

13. Indemnification

You agree to indemnify and hold harmless Venderce, its officers, directors, employees, and agents from any claims, losses, damages, liabilities, costs, and expenses (including reasonable attorneys' fees) arising from:

• Your use of the Platform.
• Your violation of these Terms.
• Your violation of any rights of another party.
• For Vendors: any products you list, sell, or ship through the Platform.

14. Privacy and Data Protection

Your use of the Platform is also governed by our Privacy Policy, which describes how we collect, use, and protect your personal data. By using the Platform, you consent to the data practices described in the Privacy Policy.

We comply with applicable data protection laws including GDPR and NDPR. You have rights regarding your personal data, including access, correction, deletion, and portability.

15. Suspension & Termination

15.1 By You

You may close your account at any time by contacting support or using the account settings page. Outstanding orders and disputes will still be processed.

15.2 By Venderce

We may suspend or terminate your account if you:

• Violate these Terms or any platform policy.
• Engage in fraudulent, deceptive, or harmful conduct.
• Receive multiple disputes (for Vendors: 3 or more).
• Fail to pay owed fees or commissions.
• Engage in activity that poses a legal risk to Venderce.

We will provide notice and an opportunity to respond before termination, except in cases of serious fraud or legal violations.

16. Governing Law and Dispute Resolution

These Terms are governed by the laws of the Federal Republic of Nigeria. Any disputes arising from these Terms or your use of the Platform shall first be submitted to mediation. If mediation fails, disputes shall be resolved through arbitration in Lagos, Nigeria, or through the courts of competent jurisdiction.

17. Miscellaneous

• Severability: If any provision of these Terms is found unenforceable, the remaining provisions remain in full force and effect.
• Entire Agreement: These Terms, together with the Privacy Policy, constitute the entire agreement between you and Venderce.
• Waiver: Failure to enforce any provision does not constitute a waiver of that provision.
• Assignment: You may not assign your rights under these Terms without our written consent. We may assign our rights freely.
• Force Majeure: We are not liable for delays or failures caused by events beyond our control, including natural disasters, pandemics, government actions, or infrastructure failures.

18. Changes to Terms

Venderce may update these Terms from time to time. We will notify you of significant changes by:

• Posting the updated Terms on the Platform.
• Sending an email to registered users.
• Updating the "Last Updated" date at the top of this document.

Your continued use of the Platform after changes constitutes acceptance of the updated Terms. If you do not agree to the changes, you must stop using the Platform.

19. Contact Information

For questions about these Terms of Service, please contact us:

• Email: legal@venderce.com
• Help Center: venderce.com/help
• General Support: support@venderce.com