Terms of Service

1. Service Overview

UpStore operates as a marketplace platform connecting customers in Rwanda with local Nigerian business owners and authentic Nigerian products. We facilitate orders through WhatsApp and use a payment-before-delivery system for customer convenience and security.

Our services include product sourcing, order coordination, same-day delivery arrangement, and customer support through WhatsApp communication with our local vendor network.

2. Ordering Process

All orders must be confirmed through WhatsApp. We do not process orders that are not confirmed via our official WhatsApp number.

3. Payment Terms

• Payment Before Delivery: Payment is required just before we confirm delivery
• Accepted Methods: Rwandan Francs (cash), MTN Mobile Money, Airtel Money, bank transfer
• No Upfront Payment: We do not require payment when placing orders
• Commission Structure: Our 15% service commission is included in listed prices
• Delivery Fees: Calculated based on location within Kigali (500-2000 RWF)

4. Product Sourcing & Availability

We work with a network of local Nigerian business owners in Rwanda to source authentic products. While we strive to maintain accurate inventory, availability may change due to supply constraints or vendor circumstances.

• Same-day delivery for products listed on our website
• Sourcing timeline: 24 hours to a couple of days for special requests depending on availability
• We reserve the right to suggest alternatives if exact products are unavailable
• Urgent requests may incur additional fees

5. Delivery & Returns

6. User Responsibilities

By using UpStore, you agree to:

• Provide accurate delivery information and contact details
• Be available to receive deliveries during agreed timeframes
• Inspect items upon delivery and report any issues immediately
• Pay delivery fees and product costs as agreed
• Use WhatsApp communication respectfully and professionally
• Not resell products for commercial purposes without prior agreement

7. Limitations & Disclaimers

• Product quality depends on vendor standards
• Delivery times may vary due to external factors
• Exchange rates and prices subject to change
• Force majeure events may affect service availability

8. Privacy & Data Protection

We collect minimal personal information necessary for order fulfillment and delivery. WhatsApp communications are used solely for business purposes. We do not sell or share customer data with third parties except as required for order processing.

For detailed information about data handling, please review ourPrivacy Policy.

9. Dispute Resolution

We are committed to resolving any issues promptly and fairly. Our dispute resolution process:

1. Contact us immediately via WhatsApp to report issues
2. We investigate and respond within 24 hours during business days
3. For unresolved disputes, we offer mediation through local business associations
4. Legal disputes are subject to Rwandan jurisdiction

10. Updates to Terms

We may update these terms periodically to reflect changes in our services or legal requirements. Significant changes will be communicated via WhatsApp to active customers. Continued use of our services constitutes acceptance of updated terms.