Effective Date: 01 Oct 2024
Welcome to TumaMe!, a South Africa multi-vendor platform that connects buyers to their favourite merchants. These Terms and Conditions outline the rights, responsibilities, and obligations of vendors participating on our multi-vendor e-commerce platform. By registering as a vendor on TumaMe, you agree to these terms and conditions.
1. Vendor Registration and Eligibility
1.1. Eligibility Requirements
- Vendors must be registered entities or individuals legally authorized to operate in South Africa.
- Vendors must provide accurate and up-to-date information during registration, including valid contact details and business information.
1.2. Approval Process
- TumaMe reserves the right to approve or reject vendor registrations at its sole discretion.
- TumaMe reserves the right to deactivate vendor platform membership at its sole discretion.
1.3. Account Management
- Vendors are responsible for maintaining the confidentiality of their account credentials.
- Vendors must promptly update any changes to their business information.
2. Vendor Responsibilities
2.1. Product Listings
- Vendors must ensure that product descriptions, images, and pricing are accurate, complete, and not misleading.
- Listings must comply with South African laws and regulations, including those related to prohibited and restricted items.
- TumaMe reserves the right to approve or reject product listings at its sole discretion.
- TumaMe reserves the right to remove product listings at its sole discretion.
2.2. Order Fulfillment
- Vendors must process and ship orders within the agreed-upon timeframes.
- Vendors are responsible for ensuring that all products are of merchantable quality and free from defects.
2.3. Compliance with Laws
- Vendors must comply with all applicable South African laws, including the Consumer Protection Act, 2008 (CPA), and the Protection of Personal Information Act, 2013 (POPIA).
2.4. Prohibited Conduct
- Vendors may not engage in fraudulent activities, misuse the platform, or misrepresent their products.
3. Minimum Vendor Return Policy
3.1. Mandatory Return Policy
- Accept returns for defective or incorrectly delivered products within 7 days of delivery.
- Provide a repair, replacement, or refund for defective products, in line with South African consumer protection laws.
3.2. Return Process
- Vendors must provide clear instructions for initiating returns, including return shipping details.
- Vendors are responsible for covering return shipping costs for defective or incorrectly delivered products.
3.3. Exclusions
- Vendors may exclude certain products from returns (e.g., perishable goods, personalized items) provided such exclusions are clearly stated in the product listing.
4. Minimum Privacy Policy
4.1. Data Protection Compliance
- Vendors must comply with the POPIA when handling customer data.
- Vendors may only collect, use, and store customer information for the purpose of fulfilling orders and providing customer service.
4.2. Data Sharing Restrictions
- Vendors may not share, sell, or misuse customer data.
- Any data breach must be reported to TumaMe and affected customers within 72 hours of discovery.
4.3. Secure Transactions
- Vendors must implement measures to protect customer data, including secure payment processing and data storage practices.
5. Minimum Service Levels and Customer Interaction Etiquette
5.1. Service Level Agreements (SLAs)
- Orders must be processed within 48 hours of receipt.
- Vendors must ensure timely delivery within the timeframes specified on their product listings.
5.2. Communication Standards
- Vendors must respond to customer inquiries within 24 hours during business days.
- Communication must be professional, courteous, and respectful at all times.
5.3. Dispute Resolution
- Vendors are required to resolve customer disputes promptly and fairly.
- In cases where disputes cannot be resolved directly, vendors agree to TumaMe’s mediation process.
6. Platform Fees and Payments
6.1. Commission and Fees
- Adhoc: R1,50 on all transactions with value below R200.00, up to 20 transactions.
- Start-Up: R18.00 on each sale, up to 150 sales in a calendar month, and capped at R1,400.00.
- Professional: R12.00 on each sale, beyond 150 sales in a calendar month, capped at R3,500.00.
- The commission rate and payment terms will be outlined in the vendor agreement.
- TumaMe will charge a merchant fee on each sale as directed by a licensed Payment Gateway.
6.2. Payment Processing
- Payments will be remitted to vendors on a regular schedule, subject to successful order completion and deduction of applicable fees.
- Vendors may request adhoc remittance of payments, outside of schedule, which will be approved or denied at the sole discretion of TumaMe.
7. Termination and Suspension
7.1. Termination by Vendor
- Vendors may terminate their participation on TumaMe by providing 30 days’ written notice.
7.2. Termination by TumaMe
- TumaMe reserves the right to suspend or terminate vendor accounts for violations of these terms, non-compliance with laws, or fraudulent activity.
7.3. Effect of Termination
- Upon termination, vendors must fulfill any outstanding orders and resolve pending disputes.
8. Liability and Indemnity
8.1. Vendor Liability
- Vendors are fully responsible for the products they list and sell on TumaMe, including compliance with laws and customer satisfaction.
8.2. Indemnity
- Vendors agree to indemnify and hold TumaMe harmless from any claims, damages, or losses arising from their activities on the platform.
9. Governing Law and Dispute Resolution
- These terms are governed by the laws of South Africa.
- Any disputes arising under these terms will be resolved through mediation or arbitration in accordance with South African law.
10. Amendments
- TumaMe reserves the right to update these terms and conditions. Vendors will be notified of any significant changes, which will take effect 30 days after notification.
Contact Information
For any questions or concerns, please contact us at:
Email: support@tumame.com