By ticking “I accept the General Terms and Conditions” during registration, or by using the Twendeshop platform, you agree to be bound by these Terms. If you do not agree, do not register or use the platform.
1. Introduction & Definitions
These General Terms and Conditions (“Terms”) govern the use of the Twendeshop business-to-business e-commerce platform (the “Platform”), operated by Twendeshop (“Twendeshop”, “we”, “us”). In these Terms: a “Shop Owner” is a retail business that orders supplies through the Platform; a “Professional Buyer” is an organisation (such as a hotel, hospital, or other business) that purchases through the Platform; a “Distributor/Vendor” is a supplier that lists and sells products through the Platform; a “User” is any of the above, and “Account” means a registered user profile on the Platform.
2. Eligibility & Registration
The Platform is intended for business use. By registering you confirm that you are at least 18 years old, act on behalf of a genuine business, and are authorised to bind that business to these Terms.
You agree to provide accurate, current, and complete information during registration — including your name, business name, mobile number, email address, physical location, and (where applicable) business registration number, KRA PIN, and supporting documents — and to keep this information up to date. Registering with false or misleading information is grounds for immediate rejection or termination of the Account.
You are responsible for keeping your password confidential and for all activity that occurs under your Account. Notify us immediately of any unauthorised use.
3. Account & Email Verification
Every new Account must confirm its email address via the verification link we send at registration before signing in. In addition, Accounts are activated only after role-specific verification:
- Shop Owners — physical verification of the shop by a Direct Sales Agent (DSA);
- Professional Buyers — verification by a Marketing Executive (by phone or in person) or manual approval by our team;
- Distributors/Vendors — review of uploaded business registration and permit documents by our Admin team, followed by catalog setup.
We may decline, or later revoke, verification at our reasonable discretion — for example where documents cannot be authenticated or information is inconsistent. Until an Account is verified, access to ordering and selling features is restricted.
4. User Roles & Obligations
Shop Owners and Professional Buyers agree to place orders in good faith, to provide accurate delivery information, and to complete payment for orders they confirm.
Distributors/Vendors agree to: keep their catalog, prices, and stock information accurate; honour confirmed orders at the listed price; hold all licences and permits required to sell their products; ensure products are genuine, safe, and as described; and comply with all applicable laws, including consumer-protection and product-safety requirements.
Each User is an independent business. Twendeshop operates the Platform that connects them and, unless expressly stated otherwise, is not the seller of listed products and is not a party to the sale contract formed between a buyer and a Distributor/Vendor.
5. Orders, Pricing & Payments
An order placed through the Platform is an offer to purchase the selected products at the listed prices. Prices are shown in Kenya Shillings (KES) unless stated otherwise, and may change at any time before an order is confirmed.
Payment is made via the payment methods shown at checkout (currently M-Pesa/Airtel Money Pay Bill). You must enter the correct transaction confirmation code when submitting an order. An order is processed only after the payment is confirmed by our team. Payment records are reconciled against the mobile-money statement; orders whose payment cannot be verified may be cancelled.
Custom items added manually to an order are supplied on a best-effort basis and may be adjusted or declined by the Distributor/Vendor.
6. Delivery & Receiving
Deliveries are made to the location and delivery route captured on the order. Delivery timelines shown on the Platform are estimates, not guarantees. You (or your authorised representative) must be available to receive and inspect goods on delivery, and should report visible shortages or damage at the point of receiving.
Order progress (confirmation, processing, in transit, delivered) is shown in the Platform's tracking view; you are responsible for monitoring your orders.
7. Cancellations, Returns & Refunds
An order may be cancelled before it enters processing by contacting support. Once goods are dispatched, cancellation is no longer possible.
Claims for wrong, damaged, or missing items must be raised within 48 hours of delivery, with supporting evidence (photos, delivery note). Where a claim is accepted, the remedy will be — at the Distributor/Vendor's option and subject to applicable law — replacement of the affected items, a credit against a future order, or a refund of the amount paid for the affected items. Nothing in these Terms limits rights that cannot be excluded under the Consumer Protection Act, 2012 (Kenya) where it applies.
9. Catalogs & Intellectual Property
Distributors/Vendors grant Twendeshop a non-exclusive licence to display their business name, logo, product information, and images on the Platform (including public catalog links and The Lounge) for the purpose of operating and promoting the Platform. They warrant that they own or are licensed to use all content they upload.
The Platform, its design, software, and branding remain the property of Twendeshop and its licensors. You may not copy, scrape, reverse-engineer, or reuse the Platform or its data except as needed to use the services normally.
10. Data Protection & Privacy
We collect and process personal data — such as names, contact details, identification numbers, business documents, and order history — to register and verify Accounts, process orders and payments, arrange delivery, prevent fraud, and meet legal obligations. We process personal data in accordance with the Data Protection Act, 2019 (Kenya).
We do not sell personal data. Data is shared only with the parties needed to fulfil an order (for example, the Distributor/Vendor fulfilling it and delivery personnel), with our service providers (including Google Firebase, which hosts authentication and data), and where required by law. You may contact us to access or correct your personal data, or to request deletion of your Account, subject to records we must keep by law.
11. Prohibited Conduct
You must not: use the Platform for unlawful purposes; list or order counterfeit, stolen, or prohibited goods; submit false payment references; attempt to access other Users' accounts or data; interfere with the Platform's security or operation; use automated tools to scrape or bulk-extract Platform data; or circumvent the Platform to avoid fees on transactions initiated through it.
12. Suspension & Termination
We may suspend or terminate an Account, remove listings, or cancel orders where we reasonably believe these Terms have been breached, where verification fails or is revoked, where fraud or abuse is suspected, or where required by law. Where practical, we will give notice and an opportunity to respond. You may close your Account at any time by contacting support; obligations arising from orders already placed survive closure.
13. Disclaimers & Limitation of Liability
The Platform is provided “as is” and “as available”. While we work to keep it secure and available, we do not warrant uninterrupted or error-free operation. Product descriptions, prices, and stock levels are provided by Distributors/Vendors, who are responsible for their accuracy and for the products they sell.
To the maximum extent permitted by law, Twendeshop's total liability arising out of or in connection with the Platform in any 12-month period is limited to the fees earned by Twendeshop from your transactions in that period, and Twendeshop is not liable for indirect or consequential losses, loss of profit, or loss of data. Nothing in these Terms excludes liability that cannot be excluded under Kenyan law.
14. Changes to These Terms
We may update these Terms from time to time — for example when new features (such as payments, logistics, or messaging services) launch. The “Last updated” date above shows the current version. Material changes will be notified on the Platform or by email, and continued use after the effective date constitutes acceptance. If you do not accept updated Terms, stop using the Platform and contact support to close your Account.
15. Governing Law & Disputes
These Terms are governed by the laws of the Republic of Kenya. The parties will first attempt to resolve any dispute amicably through support. Failing that, disputes are subject to the jurisdiction of the Kenyan courts.
