1. Introduction

These Terms & Conditions govern access to and use of the UrutiMall website, mobile applications, marketplace services and related customer-facing services. By creating an account, accessing the platform, placing an order or otherwise using a service that incorporates these Terms, you agree to comply with them, subject to applicable law.

UrutiMall is a marketplace environment connecting customers with participating sellers. Unless expressly stated otherwise, the seller is responsible for the goods it lists and fulfils, while UrutiMall provides the marketplace, ordering, payment-integration, customer-support and related services.

2. Definitions

3. Eligibility & Account

• You must provide accurate information when creating or using an account.

• You are responsible for maintaining the confidentiality of your account credentials.

• You must not impersonate another person or create an account using false information.

• You must notify UrutiMall if you believe your account has been compromised.

• UrutiMall may restrict or suspend an account where necessary for security, fraud prevention, policy enforcement or legal compliance.

• Age and eligibility requirements must comply with applicable law and any category-specific restrictions.

4. Marketplace Role

UrutiMall provides an online marketplace and related services. Product listings may be supplied by independent sellers. Seller identity and relevant marketplace information should be displayed where required. UrutiMall may establish seller standards, verification requirements, listing rules, service-level requirements and customer-protection procedures.

Rwanda's current competition and consumer-protection framework expressly addresses online markets and e-commerce consumer protection, including transparency, fair practices and online marketplace obligations. Source references retained from the draft.

5. Product Listings

• Sellers must provide accurate product names, descriptions, specifications, prices, availability and relevant conditions.

• Product images should reasonably represent the product offered.

• Prices and applicable charges should be displayed clearly before order confirmation.

• Sellers must not list prohibited, counterfeit, unsafe or unlawfully marketed goods.

• UrutiMall may remove or restrict listings that breach law, marketplace rules, quality requirements or these Terms.

• Regulated categories may be subject to additional licensing, quality or safety requirements.

RICA's mandate includes consumer protection, product quality and standards conformity, including regulated products and premises. Sellers remain responsible for complying with requirements applicable to their products. Source references retained from the draft.

6. Prices, Charges & Taxes

• The applicable price and charges should be displayed before the customer confirms an order.

• Delivery fees may depend on delivery zone, package characteristics, seller fulfilment and applicable service rules.

• Discounts and promotional offers are subject to their stated terms and validity.

• Applicable taxes or mandatory charges should be disclosed as required.

• If a material pricing error is discovered before fulfilment, UrutiMall/seller may cancel the affected order and provide the applicable remedy under the law and policy.

7. Ordering & Contract Formation

Adding a product to a cart does not guarantee availability or create a completed sale. An order becomes subject to acceptance and confirmation through the platform's checkout/order process. UrutiMall or the seller may reject or cancel an order for legitimate reasons such as stock unavailability, payment failure, suspected fraud, pricing error, delivery limitations or regulatory restrictions.

The customer should receive an order/reference number and relevant order information after successful confirmation.

8. Payment

• Supported payment methods may include MTN Mobile Money, Airtel Money, M-PESA and other methods displayed at checkout.

• Customers must use only authorized UrutiMall payment flows.

• Customers must never disclose payment PINs or OTPs to UrutiMall staff, sellers or couriers.

• Payment status may remain pending until confirmation is received from the payment provider.

• Where money is deducted but an order is not confirmed, customers should not pay again before contacting support.

• Refunds are handled under the UrutiMall Returns, Refunds & Cancellation Policy.

For financial services/payment processing activities that fall under sector-specific regulation, the applicable regulatory requirements and provider terms also apply.

9. Delivery

• Delivery availability depends on supported zones and operational capacity.

• Customers must provide an accurate delivery address and contact information.

• Delivery times are estimates unless an expressly guaranteed service is offered.

• Customers should inspect packages and report relevant damage, shortages or incorrect items according to the Returns & Refunds Policy.

• Failed delivery may result from an unavailable customer, incorrect address, unreachable phone, refusal or operational issue.

• Where applicable, repeated failed delivery may result in cancellation, return-to-seller or additional charges under the published policy.

10. Returns, Refunds & Cancellation

Returns, refunds, replacements, exchanges, partial refunds and order cancellations are governed by the UrutiMall Returns, Refunds & Cancellation Policy. That policy is incorporated into these Terms where applicable.

• Eligibility depends on the product category, reason, timing, condition and evidence.

• Some categories may be non-returnable or subject to special conditions.

• Refunds normally use the original payment method where supported.

• Refund processing times may depend on payment providers.

• Customers should use official support channels for disputes.

11. Customer Responsibilities

• Provide accurate account, payment and delivery information.

• Use the platform lawfully and honestly.

• Do not misuse promotions, returns, refunds or referral programmes.

• Do not attempt unauthorized access to another account or platform system.

• Do not submit fraudulent orders or knowingly provide false complaints.

• Do not use customer/seller information obtained through UrutiMall for unauthorized purposes.

12. Seller Responsibilities

• Maintain required business, licensing, quality and product compliance.

• Provide accurate listings and stock information.

• Fulfil confirmed orders within agreed service levels.

• Package products appropriately.

• Cooperate with returns, refunds, disputes and investigations.

• Protect customer data received through the marketplace.

• Do not bypass UrutiMall to solicit unauthorized payments or unrelated customer transactions.

• Comply with seller agreements and marketplace policies.

13. Prohibited Activities

• Fraud, scams, payment manipulation or chargeback abuse.

• Counterfeit, stolen or unlawfully sourced goods.

• Unauthorized access, hacking, scraping or interference with platform systems.

• Malware, malicious code or attacks against customers or platform infrastructure.

• False reviews, ratings or seller/customer impersonation.

• Harassment, threats or abusive communications.

• Using UrutiMall customer data for unauthorized purposes.

• Attempting to circumvent marketplace fees, controls or security mechanisms.

• Any activity prohibited by applicable law.

14. Reviews, Ratings & User Content

• Reviews should be based on genuine customer experience.

• Users must not post unlawful, defamatory, fraudulent or abusive content.

• UrutiMall may moderate or remove content that breaches applicable rules.

• Users remain responsible for content they submit.

• Any permitted use of submitted content should be described in the applicable platform notice.

15. Promotions & Loyalty Offers

Promotions, vouchers, referral programmes, loyalty benefits and discounts may have separate terms. UrutiMall may impose eligibility, usage, expiry and anti-abuse conditions. Promotional benefits may not be combined unless expressly permitted.

16. Intellectual Property

• UrutiMall branding, platform software, interface elements, original content and other protected materials belong to UrutiMall or its licensors unless stated otherwise.

• Customers receive a limited right to use the platform for its intended purpose.

• Users must not copy, reverse engineer, distribute or commercially exploit protected platform materials except as permitted by law.

• Sellers are responsible for ensuring that product images, descriptions, trademarks and other materials they submit do not infringe third-party rights.

17. Privacy & Personal Data

Personal-data processing is governed by the UrutiMall Privacy Policy & Personal Data Protection Standard and applicable law. The Privacy Policy explains what information is collected, how it is used, shared, secured and retained, and the rights available to data subjects.

Customers should review the Privacy Policy before using services that involve personal-data processing.

18. Platform Availability & Service Changes

• UrutiMall aims to provide reliable service but does not guarantee uninterrupted availability.

• Maintenance, security incidents, network failures, third-party service interruptions or events outside reasonable control may affect availability.

• UrutiMall may modify, suspend or discontinue features where necessary, subject to applicable obligations.

• Material changes to these Terms should be communicated through an appropriate channel.

19. Third-Party Services

UrutiMall may rely on payment providers, couriers, hosting providers, communication services, analytics providers and other third parties. Their services may be subject to additional terms. UrutiMall remains responsible for its obligations under applicable law and its agreements with customers and sellers.

20. Complaints & Dispute Resolution

• Customers should first contact UrutiMall through the official support/complaint channel.

• Complaints should include the order/reference number and relevant evidence where available.

• UrutiMall should investigate and communicate the outcome or next step.

• Seller-related disputes may involve both UrutiMall and the seller according to the marketplace agreement.

• Nothing in these Terms should remove or unlawfully restrict rights or remedies available under mandatory consumer-protection law.

MINICOM currently provides a consumer complaint portal for complaints against registered e-commerce platforms, including tracking by reference number. Source reference retained from the draft.

21. Limitation of Responsibility

To the extent permitted by applicable law, UrutiMall's responsibility should be limited to the services it actually controls or provides. Seller obligations relating to product quality, legality, authenticity, safety, availability and fulfilment remain with the seller, subject to UrutiMall's marketplace responsibilities. Nothing in these Terms excludes liability that cannot lawfully be excluded.

22. Indemnity

To the extent permitted by law, users may be responsible for losses or claims arising from their unlawful use of the platform, fraud, infringement of third-party rights or material breach of these Terms. The final indemnity wording should be reviewed by legal counsel for enforceability and consumer fairness.

23. Suspension & Termination

• UrutiMall may suspend or terminate access where there is a material breach, fraud, security risk, unlawful activity or other legitimate reason.

• Customers may close their account subject to outstanding orders, disputes, refunds and legal/record-retention obligations.

• Termination does not automatically extinguish rights or obligations that by their nature should survive termination.

24. Force Majeure

Neither party should be responsible for delay or failure caused by events beyond reasonable control, subject to applicable law and the obligation to take reasonable steps to mitigate the impact.

25. Changes to These Terms

UrutiMall may update these Terms to reflect service changes, legal requirements, security measures or operational changes. The updated version should show an effective date. Where required, customers should receive notice before material changes take effect.

26. Governing Law

These Terms should be governed by the laws of the Republic of Rwanda, subject to mandatory rights and protections applicable to the customer. The final dispute-resolution and jurisdiction clause should be confirmed by UrutiMall's legal counsel.

27. Official Notices & Contact

28. Documents Incorporated by Reference

• UrutiMall Privacy Policy & Personal Data Protection Standard

• UrutiMall Returns, Refunds & Cancellation Policy + SOP

• UrutiMall Cookie Policy

• UrutiMall Seller Terms & Conditions

• UrutiMall Marketplace/Seller Rules

• Applicable promotion-specific terms

• Other policies expressly published by UrutiMall

29. Pre-Publication Legal & Operational Checklist

• Confirm legal entity and registered address.

• Confirm customer complaint officer/contact details.

• Confirm official support and legal-notice channels.

• Confirm seller marketplace agreement.

• Finalize returns/refunds/cancellation policy.

• Finalize delivery terms and delivery-charge rules.

• Confirm payment-provider terms and supported payment methods.

• Confirm regulated-product/category restrictions.

• Confirm Privacy Policy and Cookie Policy.

• Confirm dispute-resolution and governing-law wording.

• Confirm consumer-protection disclosures required for the actual marketplace model.

• Legal review and approval before public publication.

30. Document Control