Welcome to Nkwado Technologies Limited ("Nkwado", "we", "us", or "our"). These Terms of Use govern your access to and use of our platform, website (https://nkwado.com), and mobile applications (collectively, the "Platform"). By creating an account or using our Services, you agree to be bound by these terms. If you do not agree, please do not use our Platform.
1. About Nkwado and Our Services
Nkwado provides an innovative e-commerce platform that facilitates trade strictly between participating users. We handle end-to-end logistics to ensure trust and reliability. In this ecosystem, Nkwado acts as a secure escrow service and a neutral arbiter in the event of disputes, ensuring that both buyers and sellers are protected.
2. Eligibility and Account Registration
You must be at least 14 years old to create an account and use our Services. By registering, you confirm that you meet this minimum age requirement and that all information provided is accurate.
We categorize our users into three distinct groups:
- Buyers: Users purchasing goods on the Platform.
- Sellers: Users listing and selling goods.
- Logistics (Storage Centres & Dispatchers): Partners handling the warehousing and delivery of goods.
You are responsible for safeguarding your account credentials. Any fraudulent acts, hacking, or unauthorized access to other user accounts is strictly prohibited and will result in immediate termination and legal action.
3. The Escrow System and Payments
To protect all parties, goods are purchased via a one-time upfront payment. We process these payments using secure third-party payment processors. Nkwado does not store or hold your credit or debit card data; we solely collect bank account details to facilitate refunds to buyers or payouts to sellers and logistics partners.
Funds are held safely in escrow and are only released to the seller after the successful reception of the item and the expiration of the designated return/dispute window (usually a few hours, depending on the item type).
4. Platform Conduct and Communication
Nkwado provides a chat feature supporting text and audio to facilitate communication between buyers and sellers pre- and post-purchase. You agree to use this feature responsibly. The following activities are strictly prohibited on our Platform:
- The sale of illegal, banned, or regulated items.
- The posting of pornographic, horrific, inappropriate, or hateful content.
- Copyright infringement or the violation of the intellectual property rights of others.
- Any communication or content that is not safe for work (NSFW).
5. Logistics, Returns, and Dispute Resolution
Returns and refunds on Nkwado go through a mandatory dispute phase. Nkwado guarantees trust by managing end-to-end logistics, but mediation is required for returns. Mediation is conducted by our customer agents (which may initially involve AI assistance, but the final decision is always made by a human).
Buyers must ensure no rules have been broken before raising a dispute. Our exact rules for returns are formatted below:
- Used Items: Must show no visible wear and tear beyond what was advertised. The buyer must provide proof of fraud by the seller or proof that the item is not as described.
- Open Box Items: Subject to the exact same rules and criteria as Used Items.
- Brand New Items: Subject to the same criteria as used items, but additionally, the original packaging must be completely undamaged.
Proof will be strictly requested during the dispute resolution process. Sellers are highly advised to take recordings and pictures of items during the handoff before the items leave their physical store or branch.
6. Fault and Financial Liability
Judgements made by our customer support team can be appealed. In the event of an approved refund, liability for logistics costs is determined as follows:
- Buyer Fault / Change of Mind: If the seller is not at fault, the buyer will be refunded the cost of the item but must foot the bill for the logistics.
- Seller Fault: If the seller is at fault (e.g., fraud, items not as described), the buyer receives a full refund, and the goods are returned to the seller at the seller's or Nkwado's discretion depending on the mediation outcome.
- Logistics Fault (Dispatcher/Storage): If an item is damaged or lost due to a dispatcher or storage centre, Nkwado will charge the deposit we hold for that specific logistics partner to settle the buyer/seller, and we will instruct the logistics partner to take possession of the damaged item.
7. Warranties
Goods bound by warranty are subject to applicable warranty laws, and these agreements are strictly between the buyer and the seller. While buyers have ongoing access to sellers to continue communication post-purchase, Nkwado’s responsibility and involvement end upon the successful delivery of the item and the expiry of the dispute window.
8. Intellectual Property and Fair Use
All users can upload profile photos, and sellers must upload pictures of their products. Sellers retain ownership of the content they post; however, Nkwado may use sellers' uploaded content for promotional and advertising purposes under fair use. When we do this, the name of the seller's shop will be clearly displayed. We will make reasonable efforts to reach out to the seller prior to using their content for large-scale marketing.
9. Governing Law
Nkwado operates within the Federal Republic of Nigeria. These Terms of Use, and any disputes arising from your use of the Platform, shall be governed by and construed strictly in accordance with the laws of Nigeria.