Terms and Conditions

1. Introduction

These Terms and Conditions govern the general use of Tununue.com, including browsing products, creating an account, buying products, placing orders, making payments, requesting refunds, raising disputes, and using any other customer or general marketplace services available on the platform.

Vendors and couriers are also bound by these general Terms and Conditions where applicable, but detailed seller obligations are covered under the Vendor Terms and Conditions, while detailed courier and rider obligations are covered under the Courier Terms and Conditions.

2. User Accounts

• Users must provide accurate and complete account information.
• You are responsible for keeping your account login details secure.
• You must not use another person’s account without permission.
• Tununue may suspend or restrict accounts involved in fraud, abuse, or policy violations.

3. Customer Responsibilities

• Customers should check product details carefully before placing an order.
• Customers must provide accurate delivery information.
• Customers should be available to receive deliveries or assign a trusted receiver.
• Customers should raise disputes or complaints within 48 hours after delivery for wrong, damaged, defective, missing, or misrepresented products. For issues discovered later, complaints may be accepted within 7 days after delivery, depending on the product type, evidence provided, and Tununue’s Refund Policy.
• Disputes raised after the allowed period may be rejected unless there is a valid reason, or the issue falls under warranty, fraud, or a serious product safety concern.
• Customers must not misuse refunds, disputes, coupons, payment systems, or account features.

4. Vendor Responsibilities

Vendors using Tununue.com must comply with these general Terms and Conditions as well as the separate Vendor Terms and Conditions.

Vendors are responsible for providing accurate business information, uploading genuine products, giving correct product descriptions, maintaining correct stock levels, fulfilling orders professionally, and respecting customers, staff, couriers, and platform rules.

Detailed vendor obligations, verification requirements, product approval rules, commissions, payouts, penalties, seller responsibilities, and vendor account rules are covered under the Vendor Terms and Conditions.

5. Product Approval

Vendor products may require admin approval before they appear on the public storefront. Tununue may approve, reject, hide, or remove products that do not meet marketplace standards.

Product approval does not remove the vendor’s responsibility to ensure that product information, images, price, condition, availability, and legality are correct.

6. Orders and Payments

Orders are processed based on product availability, correct customer details, and successful payment confirmation. Tununue may use payment providers such as mobile money, card payments, or other approved methods.

Customers should only pay using payment methods officially provided or approved by Tununue.com. Any attempt to bypass the official order or payment process may lead to cancellation, suspension, or other action.

7. Refunds and Disputes

Refunds and disputes are handled according to Tununue’s Refund Policy and internal order review process. Customers may be required to provide evidence such as photos, delivery details, or order information when raising a dispute.

Any dispute, claim, complaint, or disagreement arising from the use of Tununue.com, including purchases, vendor transactions, refunds, deliveries, product listings, account use, or platform services, shall first be handled through Tununue’s internal dispute resolution process.

If the matter cannot be resolved internally, it shall be handled in accordance with the laws of Kenya and, where necessary, referred to the appropriate courts, tribunals, regulators, or dispute resolution bodies with jurisdiction in Kenya.

8. Delivery

Delivery timelines, fees, and availability may depend on customer location, vendor location, courier service, product size, delivery method, weather, traffic, and other logistical factors.

Customers must provide accurate delivery information and be reachable during delivery. If a customer provides incorrect delivery information or is unavailable, delivery may be delayed, cancelled, returned, or charged again depending on the situation.

Where Tununue couriers or approved delivery partners are used, delivery agents are also required to follow the separate Courier Terms and Conditions.

9. Prohibited Activities

• Fraud, scams, fake transactions, or payment manipulation.
• Uploading false, illegal, stolen, counterfeit, unsafe, or harmful products.
• Harassing, threatening, or abusing customers, vendors, staff, or couriers.
• Trying to bypass Tununue payment, order, delivery, refund, or approval systems.
• Using the platform for unlawful, unauthorized, misleading, or harmful activities.
• Creating fake accounts, fake orders, fake reviews, or false complaints.

10. Account Suspension

Tununue may suspend, restrict, or terminate accounts that violate these Terms and Conditions, platform policies, or applicable laws.

Account action may apply to customers, vendors, couriers, staff accounts, or any other user account where there is fraud, abuse, false information, unsafe conduct, or repeated policy violations.

11. Limitation of Liability

Tununue provides a marketplace platform to connect customers, vendors, and approved delivery partners. While we aim to maintain a safe and reliable platform, users remain responsible for their own actions, listings, purchases, communications, documents, and conduct on the platform.

Tununue is not responsible for losses caused by false information provided by users, misuse of accounts, unauthorized payment arrangements outside the platform, unavailable customers, vendor misconduct, courier misconduct, or circumstances beyond reasonable control.

12. Governing Law

These Terms and Conditions shall be governed by and interpreted in accordance with the laws of Kenya. Users of Tununue.com agree that any unresolved dispute, claim, or legal issue related to the platform may be handled by the appropriate courts, tribunals, regulators, or dispute resolution bodies with jurisdiction in Kenya.

13. Changes to These Terms

Tununue may update these Terms and Conditions from time to time. Continued use of the platform after updates means you accept the revised terms.

14. Contact

For questions about these Terms and Conditions, please contact Tununue through the Contact Us page.