Soko Seller Terms and Conditions
These Seller Terms and Conditions govern your participation as a seller on Soko by Tunzaa, including seller onboarding, listings, orders, payments, fulfilment, delivery, returns, refunds, reviews, seller performance and marketplace disputes.
These Terms are intended to operate with the Tunzaa Master Terms of Use, Acceptable Use Policy, Soko Marketplace Terms, Soko Prohibited & Restricted Products Policy, Tunzaa Returns, Refunds & Cancellation Policy, Intellectual Property & Marketplace Takedown Policy, Privacy Policy and applicable Tanzania or United States Regional Terms.
Important Role of Tunzaa
Soko is a marketplace connecting sellers and buyers. Tunzaa may act as marketplace operator, technology provider, payment provider, fulfilment provider or another role identified in the applicable transaction flow. Unless Tunzaa expressly states otherwise, you remain the seller of the products you list and sell, and you remain responsible for the legality, authenticity, quality, description, pricing, availability, fulfilment, delivery, warranties, returns, refunds, taxes and customer relationship relating to your products.
1. Acceptance and Contract Structure
By applying to sell on Soko, completing seller onboarding, clicking to accept these Terms, listing a product, accepting an order or otherwise using Soko as a seller, you agree to these Terms. The seller relationship may also include a seller application, commercial schedule, pricing schedule, onboarding requirements, policies incorporated by reference, regional terms and written instructions issued by Tunzaa. If a specific seller agreement or regional term conflicts with these Terms, the more specific provision will apply to the extent of the conflict, subject to mandatory law.
2. Seller Eligibility and Onboarding
You must provide accurate and complete information required for seller onboarding and verification. Tunzaa may require KYC/KYB information, beneficial-ownership information, identity documents, business registration information, tax information, settlement information and other information reasonably required for verification, risk management, marketplace integrity or legal compliance. Tunzaa may refuse onboarding, require additional verification or restrict selling privileges where information is incomplete, inaccurate, unverifiable or inconsistent with applicable requirements.
3. Seller Account
You are responsible for the security of your seller account, credentials, authorised staff and devices. You must maintain accurate account and contact information and promptly notify Tunzaa of unauthorised access or suspected compromise. You must not sell, transfer, rent or permit unauthorised persons to use your seller account. You are responsible for activity carried out by your authorised users.
4. Your Role as Seller
You are an independent seller and operate your own business. Unless expressly agreed otherwise, Tunzaa is not the seller, manufacturer, importer, distributor or owner of the products you list. You are responsible for compliance of your business and products with applicable laws, licences, standards, tax requirements, consumer requirements, intellectual-property rights, labelling requirements and other applicable obligations.
5. Product Listings
Every listing must be accurate, complete, current and capable of supporting a buyer's informed purchasing decision. You must provide truthful information concerning the product, including where applicable its name, condition, material, size, model, specifications, quantity, origin, warranty, compatibility, limitations, price, availability and delivery information. You must use images and other content that accurately represent the product offered. You must not use stock images, altered images or descriptions that materially mislead buyers about the product actually supplied. You must promptly update or remove a listing where the product is unavailable, discontinued, recalled, materially changed or otherwise no longer accurately described.
6. Authenticity and Intellectual Property
You must have the legal right to sell every product you list and must not list counterfeit, stolen, pirated or otherwise unauthorised goods. You must own or have permission to use product images, descriptions, trademarks, logos and other content submitted to Soko. You grant Tunzaa a non-exclusive, worldwide, royalty-free licence to host, reproduce, display, format and use seller content as reasonably necessary to operate, promote and improve Soko, subject to applicable law and your rights. Tunzaa may remove listings, restrict accounts or take other measures in response to credible intellectual-property complaints under the applicable IP & Marketplace Takedown Policy.
7. Pricing, Taxes and Inventory
You are responsible for setting accurate prices and maintaining sufficient inventory for products you offer for sale. Prices must not be deceptive or misleading. You are responsible for taxes, duties, levies, invoices and other fiscal obligations arising from your sales, except to the extent Tunzaa is expressly required by law or contract to collect, withhold or remit an amount. You must not manipulate prices, fees, discounts or promotions in a manner that deceives buyers or circumvents Soko rules.
8. Orders
Orders are subject to the Soko transaction flow, product availability, payment authorisation and any applicable order conditions. You must promptly process accepted orders and comply with the applicable fulfilment and delivery requirements. You must not accept orders that you cannot reasonably fulfil. If an order cannot be fulfilled, you must notify Tunzaa promptly and follow the applicable cancellation procedure.
9. Order Fulfilment
You are responsible for preparing, packaging and dispatching products in accordance with the applicable delivery requirements unless Tunzaa or an appointed logistics provider has expressly assumed that responsibility. You must supply the correct product, quantity, specifications and accessories stated in the order. You must not substitute a materially different product without the buyer's consent where consent is required. You must maintain evidence of fulfilment and delivery where reasonably required for disputes, refunds, fraud investigations or compliance.
10. Delivery and Delivery Standards
Where delivery is your responsibility, you must meet the delivery timeframe displayed to the buyer or otherwise agreed through Soko. You are responsible for providing accurate dispatch information and cooperating with logistics providers. Where Tunzaa or a logistics provider handles fulfilment or delivery, your obligations will be determined by the applicable fulfilment arrangement. You must still provide accurate product and order information and cooperate with delivery requirements. Late delivery, failed delivery, incorrect delivery or repeated fulfilment failures may affect seller performance, account health, ranking or continued access to Soko.
11. Payments, Fees and Payouts
The applicable Soko pricing or commercial schedule will specify marketplace fees, commissions, payment-processing charges, fulfilment charges, applicable taxes and other deductions. Where Soko provides or facilitates payment services, buyer payments may be processed through Tunzaa or third-party payment providers. Your entitlement to payout is subject to successful processing, applicable fees and deductions, refunds, reversals, disputes, chargebacks, reserves or other lawful adjustments. Payout timing, destination, currency and reconciliation arrangements will be stated in the applicable seller or commercial terms. You must provide accurate settlement information. Tunzaa may, where lawful and contractually permitted, withhold, delay, offset or deduct amounts reasonably required to address refunds, disputes, fraud, chargebacks, fees, negative balances, legal obligations or other amounts due.
12. Returns
You must comply with the Soko Returns, Refunds & Cancellation Policy and any applicable mandatory consumer rights. Depending on the transaction and applicable law, returns may arise from defective, damaged, incorrect, incomplete or non-conforming products, non-delivery, late delivery, or other permitted grounds. You must not reject a valid return or frustrate a buyer's lawful return rights. You must cooperate with inspection, collection and return processes and provide evidence reasonably requested by Tunzaa.
13. Refunds
You are responsible for refunds arising from your products, representations, fulfilment or other seller obligations, subject to the applicable Soko refund process and mandatory law. Tunzaa may facilitate or issue a refund through the Soko transaction system where authorised by policy, required by law, necessary to resolve a marketplace dispute, or otherwise permitted by the applicable seller terms. Where Tunzaa refunds a buyer on your behalf, Tunzaa may recover the corresponding amount from your payout, account balance or other amounts owed to you, to the extent permitted by law and the applicable agreement.
14. Cancellations
You must follow the applicable cancellation process and may not cancel orders for discriminatory, deceptive or prohibited reasons. Repeated seller cancellations, failure to fulfil or refusal to honour valid orders may affect seller performance or result in account restrictions.
15. Warranties and Product Compliance
You are responsible for all warranties, guarantees, representations and statutory obligations applicable to the products you sell, except where Tunzaa expressly assumes a specific obligation. You must not make false, unsupported or misleading claims concerning product performance, origin, safety, health effects, certification, compatibility or other material characteristics.
16. Customer Complaints
You must respond promptly and professionally to customer complaints concerning your products and orders. Tunzaa may intervene where a complaint concerns marketplace integrity, fraud, safety, prohibited products, repeated non-response, legal compliance or a dispute that requires marketplace resolution.
17. Seller Ratings and Reviews
You must not manipulate, influence or interfere improperly with seller ratings, product reviews or marketplace feedback. You must not create or arrange fake accounts, fake orders or fake reviews. You must not pay, reward or threaten a person to obtain a particular review or rating, except for promotions expressly permitted by Soko. You must not submit reviews about your own products through another account or arrange reviews intended to distort marketplace performance. You must not retaliate against buyers for negative reviews or complaints. You must not selectively suppress genuine negative feedback or otherwise manipulate Soko's review systems. Tunzaa may remove reviews, investigate suspected manipulation and restrict or terminate accounts involved in review or rating abuse.
18. Marketplace Fair Dealing
You must use Soko fairly and in accordance with its intended purpose. You must not manipulate search rankings, create duplicate or deceptive listings, circumvent Soko transaction processes, move buyers off-platform to avoid fees or controls, abuse promotions, engage in fraudulent transactions or otherwise undermine marketplace integrity.
19. Prohibited and Restricted Products
You must comply with the Soko Prohibited & Restricted Products Policy, maintained separately so Tunzaa can update product restrictions without rewriting these Terms. Products are ultimately classified as PROHIBITED, RESTRICTED — TUNZAA APPROVAL REQUIRED, or PERMITTED, spanning categories such as counterfeit goods, stolen property, illegal pharmaceuticals, narcotics, weapons, explosives, unsafe or recalled products, pornography, wildlife/protected-species products, fraudulent documents, illegal financial products, dangerous chemicals, regulated medical devices, products violating intellectual-property rights and age-restricted goods. You must not list a prohibited product, and must obtain any required Tunzaa approval before listing a restricted product and continue to comply with any conditions attached to that approval.
20. Product Safety and Recalls
You must promptly notify Tunzaa of any product safety issue, recall, regulatory action or other circumstance that may make a listed product unsafe, unlawful or unsuitable for sale. Tunzaa may remove, suspend or restrict affected listings and may take steps reasonably necessary to protect buyers and the marketplace.
21. Fraud, Abuse and Marketplace Integrity
You must not engage in fraud, scams, money laundering, sanctions evasion, deceptive practices, fake transactions, account manipulation, identity misuse, payment abuse or other unlawful conduct. Tunzaa may use risk controls, transaction monitoring, seller-performance information, automated tools and investigations to identify and address suspected abuse, fraud or non-compliance.
22. Seller Performance and Account Health
Tunzaa may assess seller performance using indicators such as order fulfilment, cancellations, delivery performance, complaints, returns, refunds, disputes, review integrity, prohibited-product incidents and other marketplace-risk indicators. Where appropriate, Tunzaa may provide warnings, require corrective action, limit listings, restrict selling privileges, suspend payouts or suspend/terminate the seller account.
23. Marketplace Disputes
A buyer or Tunzaa may raise a dispute concerning an order, product, payment, delivery, return, refund, listing accuracy, prohibited conduct or other marketplace issue. You must cooperate with dispute investigations and provide requested evidence within the stated timeframe, which may include order records, invoices, dispatch records, tracking information, product photographs, communications and proof of authenticity. Tunzaa may communicate with the buyer, seller, payment provider or logistics provider, review available evidence, apply the applicable Soko policies and determine an appropriate marketplace outcome within the authority granted to Tunzaa by the applicable terms and law. Where a dispute concerns a seller's product or fulfilment obligation, Tunzaa's intervention does not necessarily make Tunzaa the seller or assume the seller's underlying liability.
24. Chargebacks and Payment Disputes
Where applicable, a payment dispute or chargeback may result in reversal or withholding of the relevant amount and related fees. You must cooperate with information requests and provide evidence required to contest or resolve the matter.
25. Offsets, Withholding and Negative Balances
To the extent lawful and contractually permitted, Tunzaa may offset amounts you owe against amounts otherwise payable to you, including amounts relating to refunds, disputes, chargebacks, fees, penalties or other contractual obligations. If your account has a negative balance, you remain responsible for the amount owed. Tunzaa may take reasonable steps to recover such amounts, subject to applicable law.
26. Seller Data and Customer Information
You may receive customer information only to the extent necessary to fulfil orders, provide support, comply with law or perform another authorised seller function. You must protect customer information and must not sell, misuse, disclose or use it for unrelated purposes contrary to applicable law or Soko policies. Your handling of customer personal data is also subject to the Tunzaa Privacy Policy and any applicable Data Processing Addendum or other data-protection terms.
27. Confidentiality
You must protect non-public information obtained through Soko, including customer information, platform information, security information, commercial terms and information identified as confidential.
28. Seller Content and Communications
You are responsible for the legality and accuracy of content you upload or communicate through Soko. Tunzaa may remove content that violates these Terms, applicable policies, law or third-party rights.
29. Investigations and Information Requests
Tunzaa may investigate suspected breaches of these Terms or Soko policies. You must provide accurate information and reasonable cooperation. Where legally permitted, Tunzaa may preserve relevant records and restrict access while an investigation is ongoing.
30. Suspension and Termination
Tunzaa may suspend, restrict or terminate your seller account or individual listings where reasonably necessary for security, fraud prevention, legal or regulatory compliance, prohibited-product concerns, intellectual-property complaints, material breach, repeated poor performance, non-payment, marketplace integrity or protection of users. Where appropriate and legally permitted, Tunzaa may provide notice and an opportunity to remedy the issue; immediate action may be taken where delay could cause harm, facilitate fraud, compromise security or violate law. Termination does not extinguish obligations that by their nature should survive, including payment obligations, dispute cooperation, confidentiality, intellectual-property obligations, data-protection obligations and liability provisions.
31. Seller Data Export and Records
Subject to technical availability, legal requirements and payment of outstanding amounts, Tunzaa may provide reasonable mechanisms for export of seller data. Tunzaa may retain records where necessary for legal, regulatory, security, fraud-prevention, dispute or accounting purposes.
32. Third-Party Services and Logistics
Soko may integrate with payment providers, logistics providers, technology providers and other third parties. Their services may be subject to separate terms. You must comply with requirements applicable to services you use in connection with your Soko activity.
33. Availability and Maintenance
Soko may be unavailable temporarily because of maintenance, upgrades, security measures, technical failures, third-party dependencies or circumstances outside Tunzaa's reasonable control. Tunzaa does not guarantee uninterrupted availability or uninterrupted buyer traffic.
34. Intellectual Property
Tunzaa and its licensors retain rights in Soko, its software, interfaces, trademarks, designs and related technology. Except for the limited rights necessary to use Soko as a seller, no ownership of Tunzaa intellectual property is transferred.
35. Indemnity
To the extent permitted by applicable law, you will indemnify Tunzaa and its affiliates, officers and service providers against third-party claims, losses and reasonable costs arising from your products, listings, business, breach of these Terms, unlawful conduct or infringement of third-party rights.
36. Limitation of Liability
To the maximum extent permitted by applicable law, Tunzaa will not be liable for indirect, incidental, special, consequential or punitive losses arising from your use of Soko, including loss of profits, goodwill or business opportunity. Any contractual liability cap and exclusions must be stated in the applicable Master Terms, Seller Agreement or Regional Terms. Nothing limits liability that cannot lawfully be limited.
37. Changes to These Terms
Tunzaa may update these Terms and related policies to reflect changes to Soko, law, risk controls, commercial arrangements or operational requirements. Material changes will be communicated through the Soko platform, seller dashboard, email or another appropriate channel. Continued use after the effective date constitutes acceptance to the extent permitted by law.
38. Governing Law and Regional Terms
These Terms operate with applicable regional terms. Tanzanian sellers are subject to the applicable Tanzania Regional Terms and mandatory Tanzanian law. US sellers or transactions may be subject to applicable US Regional Terms and mandatory US law. A regional term prevails where it conflicts with a general term to the extent of the conflict, subject to mandatory law.
Schedule 1 — Seller Responsibility Matrix
| Area | Primary Seller Responsibility |
|---|---|
| Product legality | Ensure every product is lawful and permitted for sale. |
| Product accuracy | Provide truthful descriptions, images, specifications and condition. |
| Authenticity/IP | Sell only authentic products and maintain rights to use listing content. |
| Inventory | Maintain accurate availability and sufficient stock for accepted orders. |
| Pricing | Set accurate, lawful and non-deceptive prices. |
| Taxes | Meet applicable tax, invoicing and fiscal obligations. |
| Orders | Accept and fulfil orders that can reasonably be completed. |
| Fulfilment | Package and dispatch correctly unless Tunzaa/appointed logistics assumes the function. |
| Delivery | Meet displayed/agreed delivery standards where delivery is the seller's responsibility. |
| Returns | Comply with Soko return rules and mandatory consumer rights. |
| Refunds | Bear seller-related refund responsibility and cooperate with refund processing. |
| Warranties | Honour applicable warranties and statutory product obligations. |
| Customer complaints | Respond promptly and cooperate with Soko dispute processes. |
| Reviews | Do not manipulate ratings, reviews or marketplace feedback. |
| Prohibited products | Do not list prohibited products; obtain approval for restricted products. |
| Seller performance | Maintain acceptable fulfilment, cancellation, delivery and complaint performance. |
| Customer data | Use customer information only for authorised purposes and protect it. |
| Compliance | Comply with applicable law, Soko policies and seller instructions. |
39. Contact
Tunzaa Digital Holdings Limited
P.O. Box 13416, Delta House, Dunga Street / Morocco Road, Plot 399 / Block 42, Kinondoni, Dar es Salaam, United Republic of Tanzania
Email: mambo@tunzaa.co.tz
Tunzaa Fintech Inc.
256 Chapman Road, STE 105-4, Newark – New Castle, Delaware 19702, United States of America