Legal & Policies

1. General standards of use

This Acceptable Use Policy governs all users of KlosaMart — customers, vendors, riders, and agents — and the goods that may be offered, sold, or paid for on the platform. It is incorporated into our Terms of Service. You agree to use KlosaMart only for lawful purposes, to provide accurate information, to sell only goods you have the legal right to sell, and to comply with all applicable laws of the Federal Republic of Nigeria.

2. Prohibited items

The following may never be listed, sold, advertised, or paid for through KlosaMart. This list is illustrative, not exhaustive.

• Illegal drugs, controlled substances, and drug paraphernalia
• Weapons, ammunition, explosives, fireworks, and their parts
• Stolen goods, or goods the seller has no good title to
• Counterfeit, replica, or intellectual-property-infringing goods
• Hazardous, toxic, radioactive, or flammable materials
• Human beings, body parts, endangered species, and protected wildlife products
• Pornography, sexually explicit material, and adult services
• Counterfeit currency, securities, gambling, crypto trading, and pyramid or Ponzi schemes
• Government IDs, uniforms, and documents, or tools for identity theft
• Recalled, expired, spoiled, or otherwise unsafe products

3. Restricted items

These may be offered only where the seller holds all required licences and approvals and complies with every applicable law. We may require proof of authorisation.

• Alcohol and tobacco — only where lawfully permitted
• Pharmaceuticals and medical devices — NAFDAC-registered, licensed sellers only
• Foodstuff and perishables — safe, accurately described, and within best-before date
• Cosmetics and supplements — with required NAFDAC registration where applicable
• Electronics — genuine, safe, and accurately described as new, used, or refurbished

4. Prohibited conduct

• Fraud, money laundering, or terrorist financing
• Using our payment facilities for anything other than a genuine sale — no fictitious sales or transaction laundering
• Circumventing our fees, KYC checks, the delivery-confirmation code, or any account restriction
• Manipulating prices, reviews, commissions, or boosts, or creating fictitious accounts
• Unauthorised access to our systems or other users’ accounts, or transmitting malware
• Harassing, threatening, or defrauding any other user

5. Payments and settlement

All payments must go through our approved payment processor. KlosaMart collects customer payment for an order and holds it against delivery — funds are released to the vendor (and the delivery fee to the rider, and any commission to the agent) only after the customer confirms delivery using the one-time confirmation code. We may withhold, reverse, or refuse to settle funds where we reasonably suspect fraud, a policy breach, a chargeback, or a delivery that did not occur.

6. Seller verification (KYC)

All vendors, riders, and agents must complete identity and document verification before they can transact. KlosaMart manually reviews and approves each applicant, and may request more information, decline an application, or revoke approval at any time.

7. Enforcement

Where we reasonably believe this policy has been breached, we may, without prior notice, remove or suspend listings, suspend or terminate the account, withhold or reverse funds, block access, and report the matter to law-enforcement or regulatory authorities — subject to the applicable laws of Nigeria.

8. Reporting and contact

To report a listing, transaction, or user that may breach this policy: klosamart@gmail.com · WhatsApp 0916 533 7000. We may update this policy from time to time; continued use after a change takes effect constitutes acceptance.

1. Information We Collect

• Name, email, phone number
• KYC documents (stored securely)
• Order and transaction history
• Device and usage information

2. How We Use Your Information

• To provide our marketplace services
• To verify identity (KYC)
• To process payments
• To send order updates and notifications
• To improve our platform

3. Information Sharing

We share limited information between users as necessary for transactions:

• Vendor phone shown to customers with active orders
• Customer phone shown to assigned dispatch rider
• We do not sell your data to third parties

4. Data Security

• All passwords hashed with bcrypt
• KYC documents stored on Cloudinary
• Payments processed by our PCI-compliant payment partner
• Delivery codes encrypted in database

5. Your Rights

• Access your personal data
• Request data correction
• Request account deletion

Contact: klosamart@gmail.com

6. Cookies

We use essential cookies for authentication and session management.

7. Changes to This Policy

We will notify users of significant changes via email.

8. Contact

For privacy concerns: klosamart@gmail.com

1. Overview

KlosaMart is a marketplace connecting customers with local vendors. Returns are managed by KlosaMart on behalf of the seller, in line with this policy and the applicable laws of Nigeria. Acceptance of a return is at our discretion.

2. Inspecting items at the point of delivery

The customer warrants that, having accepted purchased items at the point of delivery, such items are deemed to be in good condition and are not returnable. Please inspect items properly at the point of delivery before acceptance. Do not accept items that are defective — reject the delivery and request a return at the point of delivery, and notify KlosaMart. Where items are rejected at the point of delivery, the cost of returning those items is borne by the vendor and not by KlosaMart.

3. When you can request a return

• The item delivered is the wrong product, or materially different from its listing
• The item arrived damaged, defective, or unsafe
• The item is incomplete (missing parts or accessories)

4. When a return cannot be accepted

• Products received in good condition and as described cannot be returned
• Perishable goods and foodstuff (returnable only where they were unsafe or not delivered)
• Items damaged after delivery through misuse
• Products covered by a manufacturer warranty — these are handled by the manufacturer

5. How to request a return

• Contact us within 48 hours of delivery via WhatsApp 0916 533 7000 or klosamart@gmail.com
• Quote your order number and describe the issue
• Where possible, include photos of the item received
• Keep the item in its original condition and packaging until the request is reviewed

6. Review and outcome

Our team reviews each request and, where a return is approved, arranges collection or return of the item. Approved returns may result in a replacement or a refund in line with our Refunds Policy. Returns are accepted by KlosaMart acting for and on behalf of the seller.

7. Changes to this policy

KlosaMart may amend this Returns Policy from time to time. Changes take effect for all purchases made from the date they are published on this page.

8. Contact

Questions about a return: klosamart@gmail.com · WhatsApp 0916 533 7000

1. How payments are held

When you pay for an order, KlosaMart holds the funds against delivery. Payment is released to the vendor only after you confirm delivery using your one-time confirmation code. This means most issues are resolved before any money reaches the vendor.

2. When you are entitled to a refund

• Your paid order is not delivered
• An approved return (see our Returns Policy) is resolved with a refund rather than a replacement
• You were charged in error or charged twice for the same order

3. What can be refunded

• The product price
• The delivery fee, where the failure was not yours (e.g. non-delivery)
• Refunds may be issued as a bank transfer, store credit, or voucher at our discretion

4. What is non-refundable

• Annual platform fees and product boost fees
• Products received in good condition and as described
• Perishable goods and foodstuff, except where they were unsafe or not delivered
• For digital products and fresh food, refunds are issued for delivery failures only; other reasons are subject to the seller’s terms

5. How refunds are processed

Refund requests are reviewed by our admin team. Approved refunds are returned to your original payment method through our payment provider, or by another method at our discretion, and are issued by KlosaMart acting for and on behalf of the seller. Refunds typically reflect within 5–10 business days, depending on your bank.

6. How to request a refund

Contact us with your order number via WhatsApp 0916 533 7000 or klosamart@gmail.com. Refund decisions are made at our discretion, subject to the applicable laws of Nigeria.

7. Changes to this policy

KlosaMart may amend this Refunds Policy from time to time. Changes take effect for all purchases made from the date they are published on this page.

1. Purpose

At KlosaMart, we are committed to providing a secure, reliable, and efficient online marketplace for our customers, vendors, dispatch riders, and agents. This SLA sets out the service commitments that govern your use of the platform.

2. About KlosaMart

KlosaMart is an e-commerce marketplace that connects verified vendors from markets and business places nationwide with customers seeking to purchase goods online. Through the platform:

• Customers can browse and purchase products from verified vendors.
• Vendors can list and sell products to customers locally and nationwide.
• Dispatch riders can provide delivery services for completed orders.
• Agents can onboard vendors onto the platform and earn commissions through successful referrals.

To maintain the integrity of the marketplace, all users are manually verified by authorized KlosaMart representatives before being granted access to platform services.

3. User Verification Standards

KlosaMart places a high priority on trust and security. Before activation on the platform:

• Vendors are required to undergo identity and business verification to ensure legitimacy and compliance with platform standards.
• Dispatch riders and logistics companies are verified before being approved to undertake delivery services through the platform.
• Agents are verified before participating in vendor acquisition and referral activities.

KlosaMart reserves the right to suspend or deactivate any account found to have provided false, misleading, or incomplete information.

4. Platform Availability

KlosaMart is committed to maintaining a stable and accessible platform for all users. We strive to achieve a minimum monthly platform availability of 99% uptime. This target excludes service interruptions resulting from:

• Scheduled system maintenance;
• Emergency maintenance activities;
• Internet service disruptions;
• Power outages;
• Natural disasters or other force majeure events;
• Third-party service failures beyond KlosaMart’s control.

Where possible, users will be notified in advance of planned maintenance activities.

5. Order Processing and Confirmation

Upon successful payment for an order:

• The customer will receive confirmation of the transaction.
• A unique delivery code will be generated for the order.
• Relevant order details, including the customer’s delivery address and contact number, will become available to the vendor and delivery personnel.

KlosaMart will make reasonable efforts to ensure that order information is processed accurately and promptly.

6. Delivery Management

• Vendor self-delivery. Vendors who choose to deliver products directly to customers are responsible for ensuring timely and satisfactory delivery.
• Rider delivery. Where a dispatch rider is engaged, the rider is responsible for transporting the order from the vendor to the customer in a safe and professional manner.
• Delivery confirmation. Customers are advised to release their unique delivery code only after receiving the correct item(s), inspecting the item(s) where applicable, confirming that received items are not defective, and confirming satisfactory delivery. The delivery code serves as confirmation that the order has been correctly and successfully fulfilled.

Customers are advised to reject delivery and request a return to the vendor at the point of collection if supplied items are defective. In such a case, the customer must not release the delivery code to the delivering party. A customer cannot accept delivered items, release the delivery code, and subsequently reject the delivered item(s).

7. Payment Release Process

To promote trust and protect all parties involved in a transaction, KlosaMart operates a delivery confirmation system. Payments made by customers shall remain pending until delivery is successfully confirmed. Once the customer’s delivery code is submitted and validated on the platform:

• Vendor payments become eligible for processing by the next business day.
• Rider payments become eligible for processing, where applicable, by the next business day.

Payment timelines shall be governed by KlosaMart’s internal settlement procedures as enabled by KlosaMart’s payment settlement partners.

8. Customer Support Commitment

KlosaMart is committed to providing responsive and helpful customer support.

• Initial response time. Customer enquiries, complaints, and support requests will receive an initial response within 24 business hours.
• Complaint resolution. We aim to investigate and resolve customer complaints within five (5) business days, although more complex cases may require additional review time. Users will be kept informed of progress where investigations are ongoing.

9. Refunds and Dispute Resolution

Customers may raise disputes relating to:

• Non-delivery of purchased items;
• Delivery of incorrect products;
• Damaged products;
• Suspected fraudulent or unscrupulous transactions; or
• Other transaction-related concerns.

KlosaMart will review all reported disputes fairly and objectively. Disputes will typically be reviewed within five (5) business days from the date all required information is received. Where a complaint is found to be valid, KlosaMart will facilitate an appropriate resolution in line with its Returns Policy and Refunds Policy.

10. Agent Commission Service Standards

Agents who successfully onboard vendors using their unique referral codes may earn commissions on qualifying transactions completed by those vendors. Commission eligibility, calculation, and payment shall be governed by KlosaMart’s prevailing commission structure and applicable platform policies.

KlosaMart reserves the right to review, suspend, or withhold commissions arising from fraudulent or non-compliant activities.

11. Data Protection and Security

KlosaMart is committed to protecting the personal information of all platform users. We implement reasonable technical, administrative, and operational safeguards designed to prevent unauthorized access, disclosure, alteration, or misuse of user data. All data handling practices are carried out in accordance with applicable laws and regulatory requirements.

12. Service Limitations

While KlosaMart is committed to providing reliable services, we shall not be held responsible for service interruptions or delays arising from circumstances beyond our reasonable control, including:

• Internet network failures;
• Power outages;
• Natural disasters;
• Government restrictions or directives;
• Cybersecurity incidents despite reasonable safeguards;
• Failures of third-party service providers.

13. Review and Updates

KlosaMart may review and update this Service Level Agreement from time to time to reflect operational improvements, regulatory requirements, or changes to platform services. Any updates will become effective upon publication on the KlosaMart platform or through other appropriate communication channels.

14. Acceptance

By registering for, accessing, or using the KlosaMart platform, users acknowledge that they have read, understood, and accepted the service commitments outlined in this Service Level Agreement.

15. Contact

For support, complaints, disputes, or service-related enquiries, contact us via WhatsApp 0916 533 7000 or klosamart@gmail.com.