Terms and Conditions

1. Acceptance of Terms

By accessing and using Tembeya Shop ("we", "our", or "us"), you agree to be bound by these Terms and Conditions ("Terms"). These Terms constitute a legally binding agreement between you and Tembeya Shop. If you do not agree with any part of these Terms, you may not access or use our services.

Tembeya Shop reserves the right to update, modify, or replace these Terms at any time. Your continued use of our services after any changes constitutes acceptance of the updated Terms.

2. Description of Services

Tembeya Shop is an online marketplace platform that connects vendors (sellers) with shoppers (buyers) in Uganda. Our services are available through:

Website: https://tembeya.shop and https://tembeya.ug - our main marketplace websites
Mobile Applications: iOS and Android apps available on App Store and Google Play
Vendor Portal: https://vendor.tembeya.shop - dedicated vendor management platform
Admin Portal: https://admin.tembeya.shop - administrative management platform

Our services include:

Product listings and catalog management for vendors
Shopping and checkout functionality for shoppers
Payment processing through multiple payment methods (MTN Mobile Money, Airtel Money, cards, bank transfer, cash on delivery)
Order management and tracking
Delivery and shipping coordination with GPS-enabled delivery
Customer reviews and ratings
Vendor advertising and promotion tools
Customer support through live chat, email, tickets, phone, and social media
Push notifications for order updates and promotions
Location-based services for delivery accuracy

3. Account Registration and Security

To access certain features of Tembeya Shop, you must register for an account. By registering, you agree to:

Provide accurate, current, and complete information during registration
Maintain and promptly update your account information
Keep your password secure and confidential
Accept responsibility for all activities that occur under your account
Notify us immediately of any unauthorized use of your account
Not share your account credentials with any third party

You are responsible for maintaining the confidentiality of your account and password and for restricting access to your computer. You agree to accept responsibility for all activities that occur under your account or password. We reserve the right to refuse service, terminate accounts, or remove or edit content at our sole discretion.

4. Vendor Terms and Conditions

Vendors who wish to sell on Tembeya Shop must comply with the following terms:

4.1 Vendor Registration and Approval

All vendors must complete the vendor application process and receive approval from Tembeya Shop before listing products. Approval is at Tembeya Shop's sole discretion and may be denied for any reason, including but not limited to:

Incomplete or inaccurate application information
Lack of valid business registration (URSB)
History of fraudulent activity or poor customer service
Selling prohibited or restricted products
Inability to meet our quality and service standards

4.2 Product Listings

Vendors must ensure all product listings are accurate and comply with these requirements:

Product descriptions must be accurate, complete, and not misleading
Product images must be clear, high-quality, and show the actual product
Prices must be in Ugandan Shillings (UGX) and include all applicable taxes
Stock levels must be accurately maintained and updated
Product categories must be correctly assigned
Products must comply with Ugandan laws and regulations
Prohibited products cannot be listed (see Section 5)

4.3 Order Fulfillment

Vendors must fulfill orders according to these standards:

Orders must be processed within 2 business days of receipt
Products must be properly packaged to prevent damage during transit
Delivery must meet or exceed the stated delivery timeframe
Customers must be notified of any delays or issues
Quality of products must match or exceed product descriptions
Defective or incorrect products must be replaced or refunded

4.4 Commission and Fees

Vendors agree to pay Tembeya Shop commissions on all sales:

Standard commission rate: 5% of gross sales value
Tier 1 (UGX 10M+ monthly sales): 4% commission
Tier 2 (UGX 50M+ monthly sales): 3% commission
Tier 3 (UGX 100M+ monthly sales): 2% commission
Advertising fees apply to promoted products and campaigns
Commission is automatically deducted from sales before payout

Commission rates are subject to change with 30 days notice. Vendors will be notified of any changes via email and in their vendor dashboard.

4.5 Vendor Conduct

Vendors must conduct themselves professionally and ethically:

Provide excellent customer service and respond to inquiries promptly
Honor all refund and return requests in accordance with policy
Not engage in price manipulation or artificial inflation of ratings
Not sell counterfeit, stolen, or illegally obtained products
Not use Tembeya Shop to conduct business outside the platform
Comply with all applicable Ugandan laws and regulations

4.6 Vendor Account Termination

Tembeya Shop reserves the right to suspend or terminate vendor accounts for violations of these Terms, including but not limited to: fraud, poor performance, customer complaints, policy violations, or any conduct that harms Tembeya Shop's reputation. Upon termination, vendors will receive any remaining balance minus any outstanding fees or penalties.

5. Shopper Terms and Conditions

5.1 Product Information

While we strive to provide accurate product information, please note:

Product colors may vary slightly due to monitor settings and lighting
Product measurements are approximate and may have minor variations
Product images are for illustration purposes and may not show exact scale
We do not warrant that product descriptions are entirely error-free
Prices are subject to change without prior notice
Product availability is not guaranteed and may change

5.2 Ordering and Payment

By placing an order, you agree to:

Provide accurate billing and delivery information
Pay the full purchase price including shipping and any applicable fees
Use only authorized payment methods
Not place fraudulent or unauthorized orders
Accept that order confirmation constitutes acceptance of purchase

We reserve the right to accept or decline any order at our sole discretion, including orders with incorrect pricing, suspicious activity, or product unavailability.

5.3 Reviews and Ratings

Shoppers may leave reviews and ratings for products and vendors, subject to these guidelines:

Reviews must be based on actual purchase experience
Reviews must be honest, accurate, and not misleading
Reviews must not contain offensive, defamatory, or illegal content
Reviews must not include personal information of other users
Vendors may not post fake reviews or pay for positive reviews
We reserve the right to remove any review that violates these guidelines

5.4 Shopper Conduct

Shoppers agree not to: abuse the return policy, attempt to fraudulently obtain refunds, harass vendors or other shoppers, use the platform for illegal purposes, or violate any applicable laws.

6. Payment Methods and Processing

Tembeya Shop accepts the following payment methods:

MTN Mobile Money: Secure mobile payment via MTN Uganda
Airtel Money: Secure mobile payment via Airtel Uganda
Credit/Debit Cards: Visa, Mastercard, and other major cards
Bank Transfer: Direct bank transfer to Tembeya Shop accounts
Cash on Delivery: Pay upon receipt of your order (selected areas only)

Payment processing is handled securely through our payment partners. We do not store your full card details on our servers. All payment information is encrypted and processed in compliance with PCI DSS standards.

By providing payment information, you authorize Tembeya Shop to charge the specified amount for your order. You agree to reimburse Tembeya Shop for any chargebacks or payment disputes that are not the result of our error.

6.1 Wallet Terms and Conditions

Tembeya Shop offers a digital wallet feature that allows shoppers to store funds for purchases on our platform. By using the wallet feature, you agree to the following terms:

Wallet Top-Up: You may top up your wallet using supported payment methods (MTN Mobile Money, Airtel Money, cards, bank transfer).
Top-Up Limits: Minimum top-up amount is UGX 5,000. Maximum top-up per transaction is UGX 1,000,000. Maximum wallet balance is UGX 5,000,000.
Non-Refundable: Wallet top-ups are non-refundable. Once funds are added to your wallet, they cannot be returned to your original payment method under any circumstances.
Non-Withdrawable: Wallet funds cannot be withdrawn as cash or transferred to bank accounts. Wallet funds can only be used for purchases on Tembeya Shop.
Non-Transferable: Wallet funds cannot be transferred to other user accounts or third parties. Each wallet is tied to the individual account holder.
Account Closure: If you close your Tembeya Shop account, any remaining wallet balance will be forfeited and cannot be refunded.
PIN Security: Wallet transactions are protected by a 4-digit PIN. You are responsible for keeping your PIN secure. Tembeya Shop is not liable for unauthorized transactions due to PIN sharing or negligence.
Transaction Limits: Tembeya Shop reserves the right to impose transaction limits or restrictions on wallet usage for security purposes.
Frozen Accounts: Tembeya Shop may freeze wallet balances if fraud, suspicious activity, or policy violations are detected. Funds may be released after investigation.

By topping up your wallet, you acknowledge and agree that wallet funds are for use on Tembeya Shop only and cannot be refunded, withdrawn, or transferred under any circumstances.

7. Products and Prohibited Items

Vendors may not list the following prohibited items on Tembeya Shop:

Illegal products or substances as per Ugandan law
Counterfeit, replica, or unauthorized brand products
Stolen or illegally obtained goods
Weapons, firearms, ammunition, or explosives
Controlled substances and prescription medications
Adult content or sexually explicit materials
Hate speech, discriminatory, or offensive materials
Products that infringe intellectual property rights
Endangered species or products derived from them
Hazardous materials or dangerous goods
Products that violate any applicable laws or regulations

Tembeya Shop reserves the right to remove any listing that violates these prohibitions and to suspend or terminate the vendor account responsible.

8. Shipping and Delivery

Shipping and delivery terms:

Standard delivery: 2-3 business days for most locations
Express delivery: 1 business day for Kampala and major cities
Free shipping on orders over UGX 200,000
Shipping fees are based on order value and location
Delivery times are estimates and not guaranteed
We are not responsible for delays caused by third-party delivery services
Delivery requires signature or proof of receipt
Failed delivery attempts may incur additional fees

Risk of loss transfers to you upon delivery to your specified address. Please inspect your order upon receipt and report any damage or missing items within 48 hours.

9. Returns, Refunds, and Cancellations

Our return and refund policy allows customers to return products within 7 days of delivery if:

The product is defective or damaged upon receipt
The product is different from the description or ordered item
The product is unused and in original packaging
The customer has proof of purchase

Non-returnable items include: personal care items (opened), undergarments, perishable food, customized items, digital downloads, and gift cards.

Refunds are processed to the original payment method within 5-7 business days. For more details, please refer to our detailed Refund Policy.

Orders may be cancelled before shipping for a full refund. Once shipped, orders must follow the return process.

10. Advertising and Sponsored Content

10.1 Advertising Types

Tembeya Shop offers various advertising options for vendors to promote their products and services:

Sponsored Products: Products marked as "Sponsored" appear prominently in search results and category pages based on bid amounts and relevance
Banner Ads: Visual advertisements of various sizes (leaderboard, skyscraper, rectangle) displayed across the website
GIF/Animated Ads: Dynamic animated banner advertisements
HTML/Script Ads: Custom code advertisements for third-party integrations (e.g., Google AdSense)
Featured Products: Prime placement in homepage sections and category highlights
Section Ads: Native advertisements placed between content sections

10.2 Advertising Pricing and Billing

Vendors pay for advertising based on the chosen pricing model:

Cost Per Click (CPC): Vendors pay when shoppers click on their sponsored products or banner ads. Default rate: 100 UGX per click (premium: 200 UGX)
Cost Per 1000 Impressions (CPM): Vendors pay based on ad views. Default rate: 5,000 UGX per 1000 impressions (premium: 10,000 UGX)
Flat Monthly Rate: Fixed monthly fee for specific prime placements (e.g., homepage top banner: 500,000 UGX/month)
Budget Control: Vendors set maximum budgets for campaigns and banner ads, and advertising stops when budget is exhausted
Auto-Renewal: Vendors can enable auto-renewal for monthly advertising subscriptions

Pricing rates are set by Tembeya Shop administration and may change with 30 days notice. Vendors can view current rates in their advertising dashboard.

10.3 Sponsored Products for Shoppers

Shoppers should understand the following about sponsored products:

Sponsored products are clearly marked with a "Sponsored" badge to distinguish them from organic results
Sponsored products appear based on vendor bids and relevance to your search query
Placement in sponsored sections does not imply endorsement by Tembeya Shop
Sponsored products undergo the same quality standards as regular products
Clicking on sponsored products directs you to the vendor's product page
Vendors pay for sponsored product placement; Tembeya Shop does not endorse these products

10.4 Banner Ad Transparency

To ensure transparency for shoppers:

All banner advertisements are clearly labeled as "Advertisement"
Banner ads may redirect to external websites or vendor product pages
Tembeya Shop does not endorse third-party websites linked from banner ads
HTML and script code ads are vetted for security and compliance
Advertisements do not track your personal data beyond standard analytics
You can report misleading or inappropriate ads through our support channels

10.5 Ad Performance Tracking

Tembeya Shop tracks advertising performance metrics for vendors:

Impressions: Number of times an ad is viewed by shoppers
Clicks: Number of times shoppers interact with the ad
Cost: Total amount spent on advertising
CTR (Click-Through Rate): Percentage of impressions that result in clicks
Conversions: Number of purchases made from ad interactions

This data is used to optimize ad performance and calculate billing. Vendors can view detailed performance reports in their advertising dashboard.

10.6 Advertising Policies for Vendors

Vendors must comply with these advertising policies:

Advertisements must be truthful, accurate, and not misleading
Ad content must comply with Ugandan advertising laws and regulations
Advertisements must not contain false claims about products or services
Advertisements must not infringe on third-party intellectual property
Advertisements must not be offensive, deceptive, or harmful
Vendors must have sufficient budget before launching campaigns
Expired ads must be renewed or removed promptly
Ad targeting must not discriminate based on protected characteristics

Violation of advertising policies may result in ad removal, account suspension, or termination.

10.7 Ad Placement and Rotation

To ensure fair competition and optimal user experience:

Ad placements are distributed fairly among eligible vendors
Sponsored products rotate based on bids and relevance to ensure diversity
Homepage featured sections rotate hourly to give all vendors visibility
Prime placements (homepage top, product page top) may have premium pricing
Ad inventory is limited per placement to prevent overcrowding
Tembeya Shop reserves the right to prioritize high-performing ads

10.8 Third-Party Advertising

Tembeya Shop may display third-party advertisements (e.g., Google AdSense):

Third-party ads are clearly marked as "Advertisement"
Tembeya Shop does not control third-party ad content
Third-party ads are subject to the third party's terms and privacy policy
Clicking third-party ads may redirect to external websites
Tembeya Shop is not responsible for third-party ad content or external sites

11. Intellectual Property

All content on Tembeya Shop, including but not limited to:

Text, graphics, logos, and designs
Product images and descriptions
Software, code, and algorithms
Database and data structures
Trade names, trademarks, and service marks

are the exclusive property of Tembeya Shop or our licensors and are protected by Ugandan and international copyright, trademark, and other intellectual property laws. You may not use, reproduce, modify, distribute, or create derivative works of any content without our express written permission.

12. User Conduct and Prohibited Activities

Users agree not to engage in the following prohibited activities:

Use the service for any illegal purpose in Uganda or elsewhere
Violate any applicable local, state, national, or international law
Infringe upon or violate our intellectual property rights or those of others
Upload or transmit viruses, malware, or any malicious code
Interfere with or disrupt the service or servers
Attempt to gain unauthorized access to our systems or user accounts
Harass, abuse, or harm other users or vendors
Impersonate any person or entity or misrepresent affiliation
Collect or harvest user data without consent
Use automated tools to access the service excessively
Engage in fraudulent or deceptive practices

Violation of these provisions may result in immediate account termination and legal action.

13. Mobile Application Terms

In addition to these Terms, your use of our mobile applications (iOS and Android) is subject to:

App Store Terms: Apple App Store Terms and Conditions for iOS users
Google Play Terms: Google Play Terms of Service for Android users
Device Permissions: Granting necessary permissions for app functionality (camera, location, notifications, storage)
App Updates: Accepting automatic app updates for security and feature improvements
Background Services: Allowing background processing for push notifications and location services

Mobile application features include:

GPS location tracking for accurate delivery and location-based services
Push notifications for order updates, promotions, and account alerts
Camera access for product photos and profile pictures
Storage access for offline functionality and downloaded content
Contact access for referral features and sharing

You can manage app permissions and privacy settings through your device's system settings. Revoking permissions may affect app functionality.

14. Privacy and Data Protection

Your use of Tembeya Shop is also governed by our Privacy Policy, which explains how we collect, use, and protect your personal information across our website and mobile applications. By using our services, you consent to the collection and use of your information as described in our Privacy Policy, in compliance with the Uganda Data Protection Act, 2019.

15. Limitation of Liability

To the maximum extent permitted by Ugandan law, Tembeya Shop shall not be liable for:

Indirect, incidental, special, or consequential damages
Loss of profits, revenue, data, or business opportunities
Damages resulting from use or inability to use our services
Damages resulting from unauthorized access to your account
Damages resulting from product quality or vendor conduct

Our total liability to you for all claims arising from or related to these Terms or our services shall not exceed the amount you paid to us in the twelve (12) months preceding the claim, or UGX 1,000,000, whichever is greater.

16. Indemnification

You agree to indemnify, defend, and hold harmless Tembeya Shop, its officers, directors, employees, agents, and affiliates from and against any and all claims, damages, obligations, losses, liabilities, costs, or debt, and expenses (including but not limited to attorney's fees) arising from: (a) your use of and access to the service; (b) your violation of any term of these Terms; (c) your violation of any third-party right, including without limitation any copyright, property, or privacy right; or (d) any claim that your use of the service caused damage to a third party.

17. Dispute Resolution

Any disputes arising from or related to these Terms or our services shall be resolved as follows:

First, attempt to resolve the dispute through our customer support process
If unresolved, disputes may be resolved through mediation in Kampala, Uganda
If mediation fails, disputes shall be resolved through binding arbitration
Arbitration shall be conducted in Kampala, Uganda under the rules of the Uganda Arbitration Centre
The arbitrator's decision shall be final and binding

Each party shall bear its own costs in any dispute resolution, except as otherwise determined by the arbitrator.

18. Governing Law and Jurisdiction

These Terms shall be governed by and construed in accordance with the laws of the Republic of Uganda, without regard to its conflict of law provisions. Any legal action or proceeding arising under these Terms shall be brought exclusively in the courts of Kampala, Uganda, and you hereby consent to the personal jurisdiction and venue therein.

19. Severability

If any provision of these Terms is found to be unlawful, void, or unenforceable, that provision shall be deemed severable from these Terms and shall not affect the validity and enforceability of any remaining provisions.

20. Waiver

Our failure to enforce any right or provision of these Terms shall not constitute a waiver of such right or provision. No waiver shall be effective unless in writing and signed by an authorized representative of Tembeya Shop.

21. Entire Agreement

These Terms, together with our Privacy Policy and any other legal notices published on our website, constitute the entire agreement between you and Tembeya Shop regarding your use of our services and supersede all prior agreements, understandings, and representations.

22. Contact Information

If you have any questions about these Terms and Conditions, please contact us:

Email: [email protected]

Phone: +256 700 000 000

Website: https://tembeya.shop and https://tembeya.ug

Address: Kampala, Uganda

Support hours: Monday-Friday 8AM-8PM, Saturday 9AM-5PM

Last updated: October 2026 - Advertising terms added