ShopFlow Terms & Conditions
Version 2.0
These Terms & Conditions govern your access to and use of ShopFlow, including its seller onboarding, product catalogue, checkout, payment, delivery-coordination and related services.
By creating an account or using ShopFlow, you agree to these Terms. If you do not agree, you must not create or use an account.
1. Eligibility
You must be at least 18 years old and able to form a binding contract under the laws of Kenya to create an account or use ShopFlow. By creating an account, you confirm that you meet this requirement.
2. Accounts
You must provide accurate information when creating an account and keep your login credentials secure. You are responsible for activity that happens under your account, and must notify us promptly of any unauthorized use.
3. Buyers and Sellers
ShopFlow connects buyers with independent sellers. ShopFlow is not the seller of record for marketplace listings unless explicitly stated, and does not manufacture, inspect, or take title to the goods sold by sellers on the platform. Sellers are solely responsible for the accuracy of their listings and the quality, safety and legality of the goods they sell, including compliance with the Sale of Goods Act and Consumer Protection Act, 2012.
4. Prohibited Items and Conduct
You may not list, sell, or attempt to buy: counterfeit or stolen goods; items whose sale is restricted or illegal under Kenyan law (including firearms, controlled drugs, and prohibited wildlife products); or goods that infringe another party's intellectual property rights. You may not use ShopFlow to defraud another user, circumvent these Terms, or interfere with the normal operation of the Service. We may remove a listing or restrict an account, without notice, where we reasonably believe this section has been breached.
5. Seller Subscription Fees
Selling on ShopFlow requires an active subscription package, billed monthly at the rate shown for your chosen package at the time of subscribing. ShopFlow may offer multiple package tiers with different product, staff or feature limits, and may offer referral-based or promotional discounts from time to time. Package pricing and features may change with notice as described in Section 14.
6. Payments
Orders may be paid by Cash on Delivery, collected directly by the assigned delivery rider at handover, or by mobile money (such as M-Pesa) sent directly to the seller's own till number, paybill, or equivalent payment details shown at checkout. ShopFlow is not a party to, and does not process, hold, or have access to, a payment made this way — it is a direct transaction between buyer and seller. ShopFlow's own revenue is limited to the seller subscription fees described in Section 5. ShopFlow may add or change available payment methods from time to time, including third-party payment providers, in which case terms specific to that method will apply.
7. Delivery
Where a seller uses ShopFlow's own rider network, the rider acts to collect and hand over the order on the seller's behalf; ShopFlow coordinates this logistics service but is not the carrier of record and does not guarantee a specific delivery time. Delivery estimates shown at checkout are estimates only. Risk in the goods passes to the buyer on delivery or collection.
8. Returns, Refunds and Cancellations
A buyer may request a return on an eligible delivered order through their order history, stating a reason. The seller reviews and approves or rejects the request; an approved return is processed through to a refund once the returned item is received back. Since ShopFlow is never in possession of a buyer's payment (Section 6), a refund for a mobile-money or cash payment is paid back to the buyer directly by the seller, not by ShopFlow. Specific return windows and conditions (e.g. item condition, proof of purchase) may be set out at checkout or in a seller's own published policy, consistent with the Consumer Protection Act, 2012.
9. Intellectual Property
The ShopFlow name, logo, and the Service's own software and design belong to ShopFlow or its licensors. A seller retains ownership of the product listings, photos, and descriptions they upload, but grants ShopFlow a non-exclusive, royalty-free licence to host, display, and distribute that content for the purpose of operating the marketplace (including on shared/social links and search results).
10. Suspension and Termination
We may suspend or terminate an account where there is a material breach of these Terms, unlawful or fraudulent use, a security risk, or where required by law. You may stop using ShopFlow, or a seller may cancel their subscription, at any time; outstanding subscription fees already due remain payable.
11. Indemnification
You agree to indemnify and hold ShopFlow harmless from any claim, loss, or expense (including reasonable legal costs) arising from your breach of these Terms, your listings, or your use of the Service, except to the extent caused by ShopFlow's own breach or negligence.
12. Limitation of Liability
ShopFlow is provided on an as-available basis. To the maximum extent permitted by law, ShopFlow will not be responsible for indirect, incidental, special or consequential losses arising from use of the Service, or for a transaction, payment, or dispute strictly between a buyer and a seller. Nothing in these Terms excludes liability that cannot lawfully be excluded.
13. Dispute Resolution
A dispute over a specific order (e.g. item quality, a missed delivery, a payment not received) should first be raised with the seller directly, or reported to ShopFlow for mediation between the parties where the built-in return/ refund process (Section 8) doesn't resolve it. Nothing here prevents either party from pursuing their legal rights.
14. Changes to These Terms
These Terms may be updated from time to time. Material changes will be communicated through the Service or other appropriate means; continued use after a change takes effect means you accept the updated Terms.
15. Governing Law
These Terms are governed by the laws of Kenya, and any dispute not resolved under Section 13 is subject to the exclusive jurisdiction of the courts of Kenya.
16. General
If any provision of these Terms is found unenforceable, the remaining provisions stay in effect. These Terms are the entire agreement between you and ShopFlow regarding the Service, and ShopFlow may assign its rights and obligations under them (e.g. as part of a business transfer) without affecting your own rights under them. Neither party is liable for a delay or failure caused by circumstances beyond its reasonable control.
17. Contact
Questions or complaints about these Terms can be sent through the contact details published on the Service.
These Terms are ShopFlow's own draft, written to be accurate about how the Service actually works and benchmarked against standard practice for comparable marketplaces operating in Kenya. They have not yet been reviewed by a lawyer, and nothing here is legal advice.