Terms of Service

1. Description of the Service

Shoboca operates a multi-vendor e-commerce and logistics platform. We provide tools that connect buyers (customers) with sellers (such as shops, restaurants, and where applicable factories or suppliers) and with delivery partners (including independent boda and other couriers). Depending on your role and product settings, the Service may include product discovery, cart and checkout, order management, messaging, reviews, requests for quotation (RFQ), payment processing support, escrow of funds until delivery is confirmed, and coordination of delivery status and proof of handover (for example via OTP).

Platform only

We are a technology platform, not the merchant of record for third-party listings. Unless we expressly state otherwise in writing, the contract for the sale of goods or services is between the buyer and the relevant seller. Sellers and drivers are independent parties; they are not our employees, agents, or joint venturers. We do not guarantee the quality, safety, legality, or fitness of any item listed by a seller, nor the performance of any delivery partner.

Escrow in brief

Where we offer buyer protection, we may hold customer payments in escrow and release them to the seller and delivery partner according to our order flow and confirmation rules (for example after the buyer confirms receipt). Details of how payments move are described in these Terms and in our How it works page; specific fees and timing may also appear at checkout or in your seller or driver dashboard.

2. Accounts and eligibility

You may need an account to access certain features (ordering, selling, driving, or admin tools). You agree to provide accurate, current, and complete registration information and to update it promptly when it changes. You must be at least 18 years old (or the age of majority in your jurisdiction) to register. If you register on behalf of a business, you represent that you have authority to bind that business.

Security

You are responsible for safeguarding your password and for all activity under your account. Notify us immediately of any unauthorized use. We may use email, SMS, or in-app notices for security and transactional messages related to your account and orders.

Verification

We may require identity, business, or vehicle verification for certain roles (for example shop onboarding or driver eligibility). We may refuse, suspend, or close accounts that fail verification or that present undue risk to users or the platform.

3. Use of the Service

You agree to use the Service only in compliance with applicable laws and these Terms. Without limiting the foregoing, you must not:

• Violate any law or infringe the rights of others (including privacy, intellectual property, and consumer rights).
• List, offer, or deliver prohibited or illegal items or services, or misrepresent what you sell.
• Engage in fraud, abuse, chargeback manipulation, or collusion; or manipulate reviews, ratings, or pricing.
• Circumvent fees, escrow, or our payment flows, or solicit off-platform deals to avoid buyer or seller protections where we require on-platform completion.
• Probe, scrape, crawl, or overload our systems; introduce malware; or attempt unauthorized access to accounts, data, or networks.
• Harass, threaten, or discriminate against users, or use the Service to send unlawful or spam communications.

We may investigate suspected violations and cooperate with law enforcement where required. We may remove content, withhold payouts, suspend or terminate accounts, and take other actions we reasonably consider necessary to protect users and the integrity of the Service.

4. Orders, payments, and escrow

Formation of the sale

When you place an order, you make an offer to purchase from the seller on the terms shown at checkout (including price, quantity, delivery option, and fees). The seller may accept or reject the order according to our workflows. Once accepted and paid where required, the order is binding subject to these Terms and the seller’s fulfilment obligations.

Payments

We or our payment partners may facilitate payment by methods made available in the app (for example mobile money, cards, or bank transfer). You authorize us and our partners to charge or debit your selected method for amounts due, including order totals, delivery fees, taxes where applicable, and platform fees disclosed at checkout or in your dashboard.

Escrow and release

Where we offer buyer protection, we may hold funds in escrow until delivery is confirmed in accordance with our processes (for example when the buyer confirms receipt using a one-time code provided at handover). After confirmation, funds may be allocated to the seller and delivery partner net of applicable commissions and fees. If an order is cancelled in line with our policies before fulfilment, we may void or refund the payment as described in the order flow.

Refunds and disputes

Refunds, cancellations, non-delivery, and disputes are handled according to our applicable policies, the seller’s stated terms where permitted, and applicable law. Nothing in these Terms guarantees a particular refund outcome; each case depends on the facts and our rules at the time. You agree to cooperate with good-faith resolution efforts and to provide accurate information about the issue.

5. Sellers, listings, and drivers

Sellers

Sellers are responsible for the accuracy of listings (including descriptions, images, MOQ, pricing, stock, allergens or safety information where relevant), for timely fulfilment, for compliance with applicable laws (including consumer, tax, and product safety rules), and for honouring their commitments to buyers. You must not list counterfeit or stolen goods. We may remove listings, limit visibility, or restrict accounts for repeated issues or serious breaches.

Fees

We may charge commissions, subscriptions, or service fees as described during onboarding, in your seller agreement, or in the product interface. Fees may change with reasonable notice where required.

Drivers and delivery partners

Drivers and delivery partners agree to follow applicable road and safety laws, our delivery workflows, and any additional terms presented at onboarding. You must complete assigned deliveries in good faith, maintain any required licences or insurance where the law requires, and provide accurate status updates. We may offer tools for assignment, tracking, and proof of delivery; misuse may result in suspension or removal from the programme.

6. Intellectual property

The Service, including software, branding, logos, layouts, and our original content, is owned by Shoboca or its licensors and is protected by intellectual property laws. Subject to these Terms, we grant you a limited, non-exclusive, non-transferable, revocable licence to access and use the Service for its intended purpose. You must not copy, modify, distribute, sell, or reverse engineer our platform except as allowed by law.

You retain ownership of content you submit (such as product photos and descriptions), but you grant us a worldwide licence to host, display, adapt, and distribute that content as needed to operate, promote, and improve the Service, including in aggregated or anonymized form where permitted by our Privacy Policy.

7. Disclaimers and limitation of liability

Disclaimer of warranties

The Service is provided “as is” and “as available” without warranties of any kind, whether express or implied, including implied warranties of merchantability, fitness for a particular purpose, and non-infringement, to the fullest extent permitted by law. We do not warrant uninterrupted or error-free operation.

Third parties

We are not responsible for the acts or omissions of sellers, buyers, drivers, payment providers, or other third parties. Products, delivery times, and dispute outcomes depend on those parties and circumstances outside our control.

Limitation of liability

To the maximum extent permitted by applicable law, Shoboca and its affiliates, directors, employees, and agents will not be liable for any indirect, incidental, special, consequential, or punitive damages, or for loss of profits, data, or goodwill. Our aggregate liability for claims arising out of or related to the Service or these Terms is limited to the greater of (a) the amount you paid us in fees for the Service (excluding pass-through payments for goods) in the twelve (12) months before the claim arose, or (b) where applicable law does not permit such a cap, the minimum amount required by law. Some jurisdictions do not allow certain limitations; in those cases our liability is limited to the fullest extent permitted.

8. Indemnity

To the fullest extent permitted by law, you agree to indemnify, defend, and hold harmless Shoboca, its affiliates, and their respective officers, directors, employees, and agents from and against any claims, damages, losses, liabilities, costs, and expenses (including reasonable legal fees) arising out of or related to: (a) your use of the Service; (b) your content or listings; (c) your breach of these Terms; or (d) your violation of law or third-party rights. We may assume exclusive defence and control of any matter subject to indemnification, at your expense, and you agree to cooperate with our defence.

9. Changes, suspension, and termination

We may modify these Terms from time to time. We will post the updated Terms on this page and update the “Last updated” date. If changes are material, we will provide notice by reasonable means (for example email or a prominent in-app notice). Your continued use of the Service after the effective date constitutes acceptance of the revised Terms. If you do not agree, you must stop using the Service and close your account where permitted.

We may suspend or terminate access to the Service, in whole or in part, for breach of these Terms, risk, legal requirements, or operational reasons. Provisions that by their nature should survive (including intellectual property, disclaimers, limitation of liability, indemnity, and governing law) will survive termination.

10. General, governing law, and contact

These Terms, together with our Privacy Policy and any additional terms referenced at checkout or onboarding for your role, constitute the entire agreement between you and Shoboca regarding the Service and supersede prior oral or written understandings on the same subject.

Governing law

These Terms are governed by the laws of the United Republic of Tanzania, without regard to conflict-of-law rules, subject to mandatory consumer protections in your jurisdiction where they cannot be waived.

Disputes

You agree to first contact us through support channels provided in the Service to try to resolve disputes informally. If informal resolution fails, disputes may be brought in the courts of Tanzania having jurisdiction, unless applicable law requires otherwise.

Miscellaneous

If any provision of these Terms is held invalid, the remaining provisions remain in effect. Failure to enforce a provision is not a waiver. You may not assign these Terms without our consent; we may assign them in connection with a merger, acquisition, or sale of assets.

Contact

For questions about these Terms, contact us through the support or contact options available in the Shoboca app or website. We will respond in line with our operational procedures and applicable law.