Upick | Ethiopia's Best Online Shopping Platform

1. Introduction

Welcome to Upick. These Terms of Service ("Terms") govern your access to and use of the Upick marketplace platform, including our website, mobile applications, and related services (collectively, the "Platform"). By using the Platform, you agree to be bound by these Terms. If you do not agree, please do not use the Platform.

2. User Eligibility & Accounts

To use Upick, you must be at least 18 years old or the legal age of majority in your jurisdiction. You are responsible for providing accurate, current, and complete information during registration and for maintaining the security of your account credentials. You are liable for all activities that occur under your account.

3. Customer Responsibilities

As a customer on our platform, you agree to:

•Provide accurate delivery and contact information for all orders.

•Complete payments for orders placed using supported payment methods.

•Use the Platform in compliance with all applicable local and international laws.

•Refrain from any fraudulent activity, including unauthorized use of payment methods or creating multiple accounts to circumvent platform limitations.

3.1 Order Lifecycle & Statuses

Orders on Upick follow a documented progression:

•Pending/Confirmed: Payment is being verified or confirmed by the merchant.

•Processing: The merchant is preparing your item for shipment.

•Shipped: The item has been handed over to the delivery provider.

•Delivered: The item has reached your specified location.

•Fulfilled: The transaction is complete after the 1-day protection window or manual confirmation.

3.2 Cancellations & Expiry

Orders may be cancelled by the customer before the merchant begins 'Processing'. Merchants may cancel orders if stock is unavailable, which will trigger an automatic refund for digital payments. Orders that remain in a 'Pending' state without payment for an extended period will automatically 'Expire' and be removed from the system.

4. Merchant (Manufacturer) Responsibilities

Merchants and Manufacturers registered on the Platform are held to strict professional standards:

•Product Fidelity: All product listings, including images and technical specifications, must be 100% accurate. Misrepresentation of product origin, quality, or condition is strictly prohibited.

•Business Ethics: Merchants must maintain competitive and fair pricing. Price gouging or predatory pricing strategies are grounds for immediate review.

•Communication: Merchants must respond to platform-mediated customer inquiries within 24 business hours.

4.1 Order Fulfillment & Failure Penalties

Reliable fulfillment is the cornerstone of our marketplace:

•Fulfillment Timeframe: Merchants must ship orders within the agreed-upon window. A delay exceeding 48 hours without prior notice constitutes a 'Fulfillment Failure'.

•Monetary Penalties: In cases of Fulfillment Failure, the merchant may be charged a 'Platform Integrity Fee' equivalent to 5% of the order value.

•User Compensation: If an order is canceled due to merchant negligence, the merchant's account will be flagged, and the user will receive priority support for their next purchase.

•Persistent Failure: Three (3) instances of Fulfillment Failure within a 30-day period will result in an automatic 14-day suspension of the merchant storefront.

5. Payments, Fees & Security

Upick facilitates secure transactions through Telebirr, Banking APIs, and Cash on Delivery (COD). By using these services, you agree to comply with the respective financial provider's terms.

5.1 Transaction Integrity & Global Safeguards

We maintain extreme vigilance over financial transactions:

•COD Reciprocity: Customers who abandon more than two (2) COD orders without legitimate quality disputes will lose COD access indefinitely.

•Fraudulent Documentation: Submission of forged bank transfer receipts, tampered screenshots, or 'fake' SMS confirmations is a criminal offense. Upick will pursue legal action through the Federal Police Cyber Crime unit.

•Idempotency: All critical operations use unique transaction identifiers to prevent accidental double-charging. Users should report any perceived duplicate transactions immediately for investigative refunding.

5.2 Escrow & Protection Window

To protect both parties, Upick operates a temporary funds escrow system. For delivered orders, funds are held for a duration of one (1) day to allow for buyer inspection. During this window, buyers can open an official dispute if the item is not as described. Once the window expires or the buyer confirms receipt, funds are released to the merchant and the transaction is considered final. Disputes opened after this window or after manual confirmation will not be eligible for platform-mediated refunds.

6. Prohibited Activities

Users are prohibited from:

•Uploading malicious code, viruses, or attempting to breach platform security.

•Scraping, crawling, or extracting data from the Platform without authorization.

•Posting offensive, defamatory, or infringing content.

•Engaging in anti-competitive behavior or price manipulation.

6.1 Reporting Violations

Users are encouraged to report any suspicious activity, prohibited items, or policy violations. Reports are reviewed by our integrity team, and appropriate actions including warnings, temporary suspensions, or permanent bans may be applied based on the severity of the violation.

7. Intellectual Property

All content on the Platform, including software, logos, and design elements, is the property of Upick or its licensors. You may not use our branding or content without express written permission. Merchants retain ownership of their uploaded product content but grant Upick a license to display and promote it.

8. Limitation of Liability

Upick provides the Platform on an "as-is" and "as-available" basis. To the maximum extent permitted by law, Upick shall not be liable for any indirect, incidental, or consequential damages arising from your use of the Platform or products purchased herein.

9. Dispute Resolution & Arbitration

In the event of a dispute between a User and a Merchant, or between a User and the Platform:

•Amicable Resolution: Parties agree to first attempt resolution through Upick's internal Dispute Center for a period of 15 days.

•Arbitration: If unresolved, the dispute shall be referred to arbitration in Addis Ababa, in accordance with the rules of the Ethiopian Chamber of Commerce.

•Judicial Recourse: These Terms are governed by Ethiopian law, and any final legal proceedings will be held in the competent courts of Addis Ababa.

10. Modifications & Contact

We may update these Terms from time to time. Your continued use of the Platform after changes are posted constitutes your acceptance of the new Terms. For questions regarding these Terms, please contact us at support@upick.et.

Terms of Service