Terms of Use

1. About Kello and these terms

Kello (“we”, “us”, or “our”) provides technology that helps independent merchants run online stores and customers place orders. By using the service, you agree to these terms. If you do not agree, please stop using the service. Our Privacy Policy explains how personal information is handled.

The merchant identified on a storefront is the seller of its products. Unless expressly stated otherwise, Kello is not the seller, manufacturer, or delivery provider. Merchants are responsible for their listings, product safety, fulfilment, and customer service. These terms do not remove Kello’s responsibility for its own services.

2. Eligibility and account security

You must be at least 18 and able to enter a binding agreement to open an account or place an order independently. A younger person may use the service only with a parent or guardian’s involvement and responsibility, where permitted by law. Anyone acting for a business must have authority to bind that business.

Provide accurate account, contact, delivery, and business information and keep it current. Protect your password and verification codes, use only accounts you are authorised to access, and report suspected unauthorised access promptly. You remain responsible for activity you authorise through your account.

3. Products, orders, and delivery

Review the merchant’s product descriptions, prices, availability, delivery area, charges, and any store-specific policies before ordering. For food or other sensitive products, ask the merchant about ingredients, allergens, suitability, and handling requirements before purchase.

Submitting an order or receiving a payment acknowledgement does not by itself guarantee stock or fulfilment. The merchant confirms whether it can fulfil your order. Delivery estimates may change; provide a reachable contact and an accurate address. A merchant should notify you if an order cannot be fulfilled or a material change is needed, and arrange any refund required by law.

4. Prices and payments

The checkout shows the order amount and applicable delivery or service charges before payment. Pay only through the payment options shown by the service. Online payments are facilitated through Paystack where offered and are subject to the provider’s applicable terms and checks.

Payment confirmation depends on verification of the transaction. If you are charged without an order confirmation, contact the merchant or Kello with your payment reference before attempting another payment. Refund processing times depend on the payment provider and your bank.

5. Cancellations, returns, and complaints

Contact the merchant promptly to request a cancellation, report a missing or incorrect item, or raise a quality concern. Include your order reference and relevant details. Whether a change-of-mind cancellation is available can depend on the product, preparation or dispatch status, and the merchant’s disclosed policy.

Store policies cannot exclude rights provided by applicable consumer law, including remedies for defective, unsafe, misdescribed, or undelivered products. Contact Kello if you need help reporting a platform or payment issue. Nothing in these terms prevents you from approaching a regulator or a court with jurisdiction.

6. Merchant responsibilities and subscriptions

Merchants must have the permissions needed to operate their business, offer only lawful products, honour accepted orders, disclose material charges and policies, and keep listings and settlement details accurate. Merchants must protect customer data and use it only for lawful, disclosed purposes. Access to customer information is not permission to send unsolicited marketing.

Plan features, subscription prices, billing periods, and any transaction fees are those presented when you select or purchase the service. Review renewal and cancellation conditions before payment. Any recurring charge requires the relevant authorisation. Contact Kello for subscription cancellation or billing support; cancellation does not erase sums already lawfully owed or any refund rights.

7. Acceptable use

Do not use Kello for fraud, unlawful sales, impersonation, harassment, misleading listings, infringement of another person’s rights, or unauthorised collection of personal information. Do not upload malware, attempt to bypass access controls, interfere with payments, or disrupt the service. Report vulnerabilities privately to Kello without accessing or exposing other users’ data.

8. Content and intellectual property

Kello and its licensors retain rights in the platform, software, branding, and design. You may use the service for its intended purpose, but may not copy or exploit protected materials without permission or another legal basis.

You retain ownership of content you upload. You grant Kello a non-exclusive licence to host, reproduce, display, and process that content as needed to operate and provide the service. You must have the necessary rights to your content. This licence does not permit unrelated use of customer personal information.

9. Availability, suspension, and closure

We aim to keep the service available, but maintenance, network issues, and third-party outages may interrupt access. We may restrict content or accounts where reasonably necessary to address unlawful activity, security risks, non-payment, or material breaches of these terms. Where practical and lawful, we will explain the reason and how to contact us about a mistake.

You may stop using the service and contact us to request account closure. Closing an account does not automatically cancel an accepted order, settle an outstanding balance, or require deletion of records that must lawfully be retained.

10. Responsibility and legal rights

Each party is responsible for its own acts and obligations under applicable law. Kello does not guarantee an independent merchant’s products or third-party services. To the extent permitted by law, Kello is not liable for losses that are not reasonably foreseeable or that result solely from events beyond its reasonable control.

Nothing in these terms excludes liability for fraud, wilful misconduct, or any liability or consumer right that cannot lawfully be excluded. No statement here limits your statutory data protection rights.

11. Governing law and changes

These terms are governed by the laws of Nigeria, subject to any mandatory protections that apply to you elsewhere. Please contact us first to seek a practical resolution of a dispute. This does not limit your right to complain to the appropriate regulator or bring proceedings in a competent court.

We may update these terms as the service or legal requirements change. We will publish the revised version with an updated date and provide additional notice of material changes where required. Changes apply prospectively and do not remove rights already accrued for earlier transactions.