Vendor Terms and Conditions
Welcome to Tununue.com. These Vendor Terms and Conditions explain the rules and responsibilities for sellers who wish to list and sell products on our marketplace.
1. Vendor Registration
All vendors must provide accurate business and contact information during registration. Tununue may request identification documents, business registration documents, KRA PIN, or other verification documents before approving a vendor account.
Vendors must ensure that all information and documents submitted to Tununue are true, current, complete, and not misleading. False information may lead to rejection, suspension, termination, or withholding of vendor payouts where applicable.
2. Vendor Approval
Vendor accounts are subject to review and approval by Tununue administration. Tununue reserves the right to approve, reject, suspend, or terminate a vendor account if the vendor fails to meet platform requirements.
Tununue may also request additional verification before allowing a vendor to sell more products, access higher listing limits, or receive payouts.
3. Product Listings
Vendors are responsible for ensuring that all product information, prices, descriptions, images, stock levels, condition, compatibility, warranty details, and delivery information are accurate and not misleading.
Vendors must not upload fake, illegal, unsafe, stolen, counterfeit, restricted, or misleading products. Vendors are also responsible for updating stock levels and removing products that are no longer available.
4. Product Approval
Products submitted by vendors may require admin approval before becoming visible to customers. Tununue may approve, reject, hide, suspend, or remove products that are illegal, misleading, counterfeit, unsafe, low quality, wrongly categorized, or against marketplace policies.
Product approval by Tununue does not remove the vendor’s responsibility to ensure that the product is genuine, lawful, accurately described, available, and fit for sale.
5. Orders and Fulfillment
Vendors must process customer orders promptly and ensure products are delivered in good condition. Vendors are responsible for packaging, availability of stock, timely communication, and correct dispatch where necessary.
Vendors must not accept or confirm orders they cannot fulfill. If a product is out of stock, damaged, unavailable, wrongly priced, or cannot be delivered, the vendor must notify Tununue as soon as possible.
6. Commissions, Escrow, and Payments
Tununue may charge a commission on successful sales. Commission rates may depend on product category, vendor agreement, campaign, marketplace rules, or other arrangements approved by Tununue.
Vendor payments may be held temporarily for order confirmation, dispute handling, refund processing, fraud prevention, delivery confirmation, or escrow protection before release.
In normal cases, Tununue may release vendor funds after 3 days from confirmed delivery if no dispute, refund request, delivery issue, customer complaint, or order concern has been raised.
For high-risk orders, new vendors, expensive products, electronics, auto parts, suspicious activity, unresolved delivery concerns, repeated complaints, or orders already under review, Tununue may hold vendor funds for up to 7 days after delivery or until the matter is reviewed and resolved.
If a valid dispute is raised before vendor funds are released, Tununue may continue holding the funds until the dispute is reviewed and resolved.
If vendor funds have already been released and a valid customer complaint, refund, replacement, or dispute is later approved, Tununue may recover the amount from the vendor’s wallet balance, future payouts, pending settlements, security deposit if applicable, or require the vendor to provide a replacement, repair, refund, or other corrective action.
7. Returns, Refunds, and Disputes
Vendors must cooperate with Tununue in handling customer complaints, disputes, returns, replacements, and refunds. If a vendor is found responsible for an issue, payment may be withheld, deducted, reversed, recovered, or delayed where applicable.
Customers are encouraged to raise normal product complaints within 48 hours after delivery for wrong, damaged, defective, missing, or misrepresented products. Some later-discovered issues may be reviewed within 7 days after delivery, depending on the product type, evidence provided, warranty, fraud concerns, or product safety concerns.
Vendors may be asked to provide proof of dispatch, delivery confirmation, packaging evidence, product condition evidence, stock records, communication records, or any other information needed to resolve a dispute.
8. Prohibited Activities
Vendors must not list counterfeit goods, stolen goods, restricted products, misleading products, unsafe products, illegal items, or any items that violate Kenyan law or Tununue marketplace rules.
Vendors must not manipulate prices, create fake orders, create fake reviews, bypass Tununue payments, redirect customers outside the platform, abuse customers, abuse staff, abuse couriers, or misuse any marketplace feature.
9. Account Suspension
Tununue may suspend or close a vendor account for fraud, repeated customer complaints, poor service, false documentation, illegal products, counterfeit products, unsafe products, repeated cancellation, abuse, or violation of these terms.
Tununue may also limit product listings, pause product approval, hold payouts, remove products, restrict account access, or require further verification where necessary.
10. Changes to Terms
Tununue may update these Vendor Terms and Conditions from time to time. Vendors are encouraged to review this page regularly. Continued use of the vendor account after updates means the vendor accepts the updated terms.
11. Return, Replacement, and Courier Charges
If a product delivered to a customer is wrong, defective, damaged, incomplete, counterfeit, or not as described, the vendor shall be responsible for all reasonable courier charges related to the return and replacement of the product.
This includes the cost of collecting the product from the customer and the cost of sending the correct or replacement product back to the customer.
Tununue.com may, at its discretion, arrange the courier service on behalf of the customer and recover the related cost from the vendor's pending balance, escrow amount, available balance, wallet balance, security deposit if applicable, or future payouts.
Where the return or replacement is caused by the customer's mistake, change of mind, wrong order selection, wrong delivery details, or incorrect information provided by the customer, the customer may be required to bear the applicable courier charges.
Where the issue is caused by a courier company despite proper packaging and correct dispatch by the vendor, Tununue.com may investigate the matter and may seek compensation from the courier service provider where applicable.
12. Vendor Responsibility for Product Accuracy
Vendors must ensure that the product delivered matches the product ordered by the customer, including model, size, quantity, color, condition, specifications, accessories, warranty, compatibility, and any other details shown on the product listing.
If a vendor repeatedly delivers wrong, defective, incomplete, counterfeit, unsafe, or misleading products, Tununue.com may limit product listings, suspend product approval, hold payouts, recover refunds, or suspend the vendor account.
13. Vendor Wallet and Payout Recovery
Where a refund, replacement, chargeback, courier charge, penalty, or dispute cost is caused by vendor fault, Tununue may deduct or recover the amount from the vendor’s pending balance, available balance, wallet, escrow amount, future payouts, or security deposit if applicable.
Vendors must not withdraw or attempt to withdraw funds that are subject to active disputes, refund reviews, suspected fraud, or unresolved order issues.
14. Agreement
By registering and selling on Tununue.com, you agree to follow these Vendor Terms and Conditions.