Terms of Service

These Terms of Service ("Terms") are a binding agreement between you and Diilzo Marketplace Ltd ("Diilzo", "we", "us"), a company incorporated in the Republic of Uganda. By creating an account, browsing, buying or selling on Diilzo — on the web or the mobile app — you accept these Terms and our Privacy Policy.

1. What Diilzo is

Diilzo is a marketplace: we provide the platform, tools, payment processing, escrow protection and dispute resolution that let independent sellers, wholesalers and suppliers offer products to buyers. Except where a listing is clearly marked as sold by Diilzo, we are not the seller — the contract for every purchase is between you and the seller on whose listing you checked out.

That means:

• Sellers are responsible for their listings, stock, pricing, product quality, legality and delivery.
• Diilzo is responsible for the platform itself, secure checkout, escrow handling and fair dispute resolution.
• Sellers are independent businesses, not employees or agents of Diilzo.

2. Accounts & eligibility

• You must be at least 18 years old and able to form a binding contract to use Diilzo.
• Register with accurate information and keep it up to date — especially your phone number, which delivery and payment confirmations depend on.
• You are responsible for everything that happens under your account. Keep your password and verification codes private and tell us immediately if you suspect unauthorised access.
• One person may hold one buyer account. Sellers may add staff accounts to their store with limited permissions.
• We may suspend or close accounts that break these Terms, abuse other users, or create risk for the marketplace.

3. Buying on Diilzo

Orders

• Placing an order is an offer to buy. The order is accepted when the seller confirms it — until then it may be cancelled.
• Prices, stock and delivery estimates are set by sellers and shown before you pay. Once accepted, the price you paid is fixed.
• If a seller cannot fulfil your order, it is cancelled and any payment is refunded in full.

Payment

• Pay through Diilzo checkout only: MTN Mobile Money, Airtel Money, Visa/Mastercard, or Cash on Delivery where offered.
• You authorise us to charge your chosen payment method for the order total, including item price, delivery fees and any applicable taxes.
• Never pay a seller directly. Payments made outside Diilzo checkout are not covered by buyer protection and cannot be recovered by us.

Delivery

• Delivery happens to the address or pickup station you select. Timelines shown are estimates from the seller and carrier.
• Inspect your order on arrival where possible. Confirm delivery in your account once satisfied.

Returns & refunds

• If an item is wrong, damaged, defective or never arrives, open a dispute or return request — your options are refund, replacement or repair as appropriate.
• Change-of-mind returns depend on the seller's own return policy shown on the listing.
• Refunds go back to your original payment method; mobile money and card refunds may take a few business days to reflect.

4. Escrow & Buyer Protection

Payments for marketplace orders are held in escrow by Diilzo — they are not released to the seller until the order completes:

• Escrow releases when you confirm delivery, or when the buyer-protection window lapses without a dispute.
• Opening a dispute freezes the funds while our team reviews evidence from both sides (photos, chat records, tracking).
• If the dispute resolves for the buyer, we refund from escrow. If it resolves for the seller, escrow releases normally.
• Our dispute decision on escrowed funds is final for that transaction, without limiting any legal rights you hold.

5. Selling on Diilzo

Becoming a seller

• Register a store and complete KYC verification (business details, identity, payout account). We may decline or limit stores that fail verification.
• Sellers, wholesalers and suppliers get a dashboard for products, orders, inventory, POS, staff, earnings and payouts.
• You must own or be authorised to sell what you list, and hold the stock or supply capacity you advertise.

Fees & payouts

• Listing is free; Diilzo charges a commission on completed sales plus optional subscription plans and advertising. Current rates are shown in the seller dashboard.
• Payouts release after the order's escrow clears, to your registered mobile money or bank account.
• You are responsible for your own taxes — VAT, income tax and any duties on your sales. Diilzo issues commission invoices; we may report seller earnings where the law requires.

Seller obligations

• Accurate listings: honest titles, real photos, correct prices, stock and delivery estimates.
• Fulfil promptly: confirm orders quickly, ship within your stated handling time, and respond to buyer messages.
• Honour buyer protection: cooperate with returns, refunds and disputes.
• Keep transactions on-platform: no asking buyers to pay directly, share contact details to circumvent escrow, or list external links meant to move the sale off Diilzo.
• No manipulation: no fake reviews, fake orders, review incentives without disclosure, or gaming search ranking.

Breaching seller obligations can lead to listing removal, payout holds during investigation, or account termination. Funds held pending a fraud investigation are handled per these Terms and applicable law.

6. Prohibited items & conduct

You may not list, buy or facilitate on Diilzo:

• Illegal goods or services under Ugandan law or the law of the destination country — including narcotics, unlicensed pharmaceuticals, weapons and counterfeit currency.
• Counterfeit or infringing products — fake brands, pirated media, or goods violating trademarks, copyrights or patents.
• Restricted goods without required licences — alcohol, tobacco, medical devices, certain electronics and chemicals.
• Stolen goods, recalled products, or items unsafe for their intended use.
• Fraud of any kind — non-existent stock, bait-and-switch listings, phishing, or misuse of other users' data.
• Content that is hateful, harassing, obscene, or exploits minors.

We remove prohibited listings and may report violations to authorities. See the restricted-goods guidance in the seller dashboard for category-specific rules.

7. Content & intellectual property

• Your content stays yours. You keep ownership of your listings, photos, store branding and reviews.
• You grant Diilzo a worldwide, non-exclusive, royalty-free licence to host, display and promote that content on the platform and in marketing the marketplace.
• You promise your content is accurate, lawful and doesn't infringe anyone's rights — and you indemnify Diilzo against claims arising from it.
• Our content stays ours. The Diilzo name, logo, design and platform code are our property; you may not copy or reuse them without permission.
• Rightsholders can report infringement to support@diilzo.com with proof of ownership — we investigate and remove infringing listings.

Reviews

• Reviews must reflect genuine purchases and honest experience.
• We may remove fake, incentivised, abusive or irrelevant reviews, and suspend accounts that post them.

8. Platform rules for everyone

• No scraping, crawling or bulk copying of listings or data without written permission.
• No interference — no probing, attacking or disrupting the platform, other accounts or our infrastructure.
• No misuse of communication tools — chat and messaging are for order-related contact, not spam or harassment.
• No circumventing fees — moving transactions off-platform to avoid commission or escrow is prohibited.

9. Disclaimers & liability

• The platform is provided "as is". We work to keep it accurate and available, but listings come from sellers and we don't guarantee every description, price or delivery estimate.
• To the extent the law allows, Diilzo is not liable for sellers' products, their acts or omissions, or for indirect losses (lost profit, lost business) arising from marketplace use.
• Nothing in these Terms removes rights you hold under non-excludable consumer-protection law, nor our obligation to honour escrowed refunds as described above.
• You indemnify Diilzo against claims, losses and costs arising from your breach of these Terms or misuse of the platform.

10. Suspension & termination

• You may close your account any time via support; open orders and escrow obligations must settle first.
• We may suspend or terminate accounts for fraud, legal risk, repeated policy breaches, or harm to other users — with notice where practical.
• Sections that should survive (escrow settlement, refunds, IP licences for fulfilled orders, liability, governing law) survive termination.

11. Governing law & disputes

These Terms are governed by the laws of the Republic of Uganda. Platform-level disputes between you and Diilzo are subject to the exclusive jurisdiction of Ugandan courts — though we'd rather resolve things through support first.

Order-level disputes between buyer and seller follow our escrow dispute process first; nothing here limits either party's legal rights after that process concludes.

12. Changes & contact

We update these Terms as the marketplace evolves. Material changes are announced by email or account notice before taking effect; continuing to use Diilzo afterwards means you accept them. Current version: see the "Last updated" date above.

Diilzo Marketplace Ltd — support@diilzo.com, +256 700 000 000 (Mon–Sat, 8am–8pm EAT).