We want to make sure our members have a safe and great trading experience. Buyer Protection can help if you buy a Marketplace item and it doesn’t turn up, or it’s not as it was described.
2. How does it work?
As a buyer, if you’re unable to reach a resolution, you have 3 days after delivery from buying the item to making contact with us in order to be eligible for Buyer Protection; with the exception of goods with warranties (which will be based on warranty described on product). You can make contact by filing a dispute report. We’ll consider your situation, and if you meet the below eligibility criteria and we believe your situation is appropriate, we’ll refund or replace based on your demand if an item:
hasn't been delivered by the seller ("non-delivery") or
Is materially different from what the seller described in the listing ("not as described").
3. When are you eligible for Buyer Protection?
In order to be eligible for a refund or through Buyer Protection, you’ll need to meet the following criteria
You purchased the item via one of our online payment systems option.
You’ve filed a dispute report within 3 days of buying the item.
The item is not excluded from being eligible (see the list below)
You’ve already tried in good faith to resolve the dispute directly with the seller.
You’ve posted feedback on the seller about the trade
If you’re claiming an item is not as described, you’ve returned the item with original packaging to the seller’s address in materially the same, or similar condition as when it was received by you (unless an exception applies).
You’ve acted in good faith – we retain the discretion to refuse a refund if we decide you’ve failed to act reasonably and in good faith with us or the seller.
Your dispute meets the criteria in the ‘what’s protected’ section below.
If we decide you meet the eligibility criteria (above), we may provide you with a refund in the following circumstances
You may be eligible for a refund if you arrange shipping through us with the seller and the item doesn’t arrive within the time indicated by the seller (or, if not indicated, a reasonable time). However, if the item is tracked and shows that
it was signed for, we’ll consider the item delivered, meaning the seller isn’t responsible.
Not as described
You may be eligible for a refund if your item doesn’t materially match the listing description of what you’ve purchased. There are a number of cases where you may be eligible for a refund:
Different item E.g. if you order a large t-shirt and the seller sends you a small t-shirt.
Item’s condition misrepresented E.g. you order a pair of shoes described as “new” but receive shoes scuffed with the soles worn through.
tem missing parts or features E.g. you order a phone described as coming with a charger, protective case and headphones, but you only receive the phone.
The item is fake, unsafe or otherwise illegal E.g. if the item is counterfeit or is non-compliant with product safety standards. Note: If an item is counterfeit, unsafe or illegal, we may require that you return this to Kaiglo for disposal or detention through appropriate authorities.
Number of items is wrong E.g. you order three rugby balls but only receive two.
Item damaged during shipping E.g. you order a set of wine glasses and they’re broken when you take them out of the box.
5. What's not protected?
The following cases are excluded from Buyer Protection:
You won’t be eligible where you mistakenly purchase an item or a different kind of item to what you intended. E.g. if you wanted to order a large t-shirt but mistakenly ordered a small t-shirt, Buyer Protection won’t apply.
Buyer’s remorse/ change of mind
You won’t be eligible If you buy an item and subsequently decide you do not want it. E.g. if you buy a Christmas present for your partner but they do not like it, you won’t be able to get your money back or return it.
Seller or another party has refunded you
Buyer Protection only applies to some Kaiglo Marketplace items. Kaiglo may exclude certain items, including but not limited to the following:
real estate for sale or ren
vehicles (including boats, aircraft, tractors, trailers or similar items)
pets and animals (including livestock, poultry and bees)
businesses for sale
You won’t be eligible for Buyer Protection if Kaiglo considers that you are or may be acting fraudulently. E.g. if we have evidence from a courier that you signed for an item, we will not accept a dispute report that the item was not delivered. We may also refuse it if you have a history of making false or fraudulent claims and we consider it is appropriate to do so
Items damaged during pickup by the buyer
If you or an agent acting on your behalf (such as a freight company you’ve engaged) come to the seller’s premises to pick up the item, and due to the nature of the item it suffers damage while being picked up by you, you won’t be eligible for Buyer Protection. E.g. if you pick up a marble statue from the seller, the seller won’t be responsible if you damage this moving it to your vehicle or taking it home afterwards.
Non-delivery where items are shipped to a vacant address
If you arrange for an item to be shipped to an address where you won’t be available to pick the item up, Buyer Protection won’t apply. E.g. if you arrange for a new television to arrive at your holiday house on a Thursday, but you won’t have a chance to go to the address until the Saturday morning, you won’t be eligible if the item isn’t there when you arrive.
6. What information do I need to provide?
If you’ve talked to the seller (or you haven’t heard back from them) and you’ve been unable to resolve the dispute, we’ll ask for information so that we understand what has happened. In order to be eligible for a refund through Buyer Protection, we’ll require you and the seller to:
Cooperate with us in good faith to help resolve the dispute or decide whether Buyer Protection applies
Answer any questions we have about the trade between you and the seller in a timely manner.
Send us any correspondence that’s relevant to the trade
Send us any photos, evidence of purchase, receipts or other evidence that will help establish the nature and condition of the item, or whether it was delivered
We'll aim to process your Buyer Protection dispute as quickly as possible, but timeframes may depend on the complexity of the matter, the evidence available to us, and any enquiries we need to make.
7. How does Kaiglo assess ‘not as described’ disputes?
We’ll look at what happened, applying our terms & conditions and normal rules under our Consumer Protection Rights to determine whether an item is ‘not as described’. If it’s likely, you’d be protected by these laws or our terms and conditions, and if we’re satisfied that you’ve met our other criteria and that a refund is appropriate, we’ll give you your money back.
8. Return shipping
Normally for a not as described dispute, you must return the item to the seller. We expect sellers to cover the cost of return shipping, and for you and the seller to work together in good faith to get the item returned, or it could be returned through our logistics services. For items worth more than ₦50000, any return shipping will need to be sent via “signature required” courier.
If there’s a dispute regarding return shipping, we may credit your Kaiglo account with an amount proportionate to your reasonable shipping costs, up to the value of ₦5000, so that you can return the item back to the seller via a recognized shipping company. If we decide to give you a Buyer Protection refund for the item, we’ll usually pass these shipping costs on to the seller (as well as your original shipping costs).
Despite the above, we may not require you to return the item to the seller if:
the seller refuses to accept return of the ite
the item is hazardous to ship
the item is from an international seller and it’s impractical to return the item (in which case, we may require that you return the item to us
the item has lost its value due to timing (e.g., a ticket to a music concert
the item is counterfeit or unsafe (in which case, we may ask you to send this to us and we reserve the right to dispose of the item or pass it to government agencies)
We decide return shipping is unnecessary or inappropriate
If your item needs return shipping, you should ship it back to the seller in materially the same or similar condition to when you received it. We may make an exception if your dispute relates to an undisclosed material defect, and you wouldn’t have been able to discover this defect without using the item. E.g. if you only discover that a fishing rod doesn’t wind properly once you use it for the first time and it’s already been covered in bait and saltwater.
9. Other important terms
In order to make Buyer Protection available to Kaiglo members:
Buyers and sellers accept that it is ultimately Kaiglo’s decision whether a buyer receives a refund under Buyer Protection, but this doesn’t affect the buyers’ and sellers’ ability to refer the matter to a court.
Members authorize Kaiglo to provide the other party with any correspondence or evidence relevant to the dispute. In limited circumstances, Kaiglo may also provide a member's contact details to the other party to help resolve the dispute.
Buyers understand and agree that they won’t be eligible for Buyer Protection if they have initiated a credit or debit card chargeback for the item through their bank or payment card company
Kaiglo reserves the right to reverse a reimbursement or refund to a buyer that is made by mistake.
Members understand and agree that Buyer Protection is not a form of insurance, guarantee or product warranty of any Kind
10. How does money get refunded?
If we decide to refund you under Buyer Protection, your money will usually be returned to the source (either your card or bank account) used to purchase the item within seven days.
Kaiglo express understands the need for an efficient and timely delivery of goods as at when agreed upon by sellers and buyers respectively. Hence we are looking forward to offering our own logistics solution. With this consideration in mind, we would also welcome delivery partners and agencies already in the existing business space and with good reputation as well.
Kaiglo express vision is to become one of the foremost leading logistics service providers in Nigeria and beyond. At Kaiglo express, consumers’ satisfaction is our priority and would be treated with utmost importance.
Last updated [October 1, 2018]
Thank you for your purchase on our platform. We hope you are satisfied with your purchase? However, if you are not completely satisfied with your purchase for any reason, you may return it to seller through our delivery channels, but this can only be possible after complaints has been filed by you, and you and the seller are now in agreement for return of item(s), then a full refund or exchange can then proceed. Please see below for more information on our return policy.
Our policy lasts 3 days. If 3 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange; except for goods with warranties.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as food and non-perishable goods such as certain clothes, art works, and wares cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
To return an item, please message customer service through email to obtain a Return Merchandise Authorization (RMA) number. After receiving a RMA number, place the item securely in its original packaging and include your proof of purchase or and the return form provided and mail your return to any of our collection centers.
Please note, depending on the situation, you or the seller will be responsible for all return shipping charges. But for incidence due to our own fault, we will cover the expense of the shipping. We strongly recommend that you use a traceable method to mail your return.
After receiving your return and inspecting the condition of your item, we will process your return or exchange. Please allow at least 3 days to process returns from the receipt of your item. Refunds may take 1-2 billing cycles to appear on your credit card statement, depending on your credit card company. We will notify you by email when your return has been processed.
Note: A 2% restocking fee will be charged for all returns.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at [email]
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at [email] and send your item to any of our collection centers in your location.
Further questions and enquiries contact us at:
Customer care hotlines: 01-4537099; 0701 6952 664
TERMS & CONDITIONS
Last updated [October 1, 2018]
AGREEMENT TO TERMS
Supplemental terms and conditions or documents that may be posted on the Site from time to time are hereby expressly incorporated herein by reference
The information provided on the Site is not intended for distribution to or use by any person or entity in any jurisdiction or country where such distribution or use would be contrary to law or regulation or which would subject us to any registration requirement within such jurisdiction or country. Accordingly, those persons who choose to access the Site from other locations do so on their own initiative and are solely responsible for compliance with local laws, if and to the extent local laws are applicable.
Option 1: The Site is intended for users who are at least 18 years old. Persons under the age of 18 are not permitted to register for the Site or use the Marketplace Offerings.
By using the Site or the Marketplace Offerings, you represent and warrant that:
all registration information you submit will be true, accurate, current, and complete
you will maintain the accuracy of such information and promptly update such registration information as necessary;
you are not a minor in the jurisdiction in which you reside[, or if a minor, you have received parental permission to use the Site];
you will not access the Site through automated or non-human means, whether through a bot, script or otherwise;
you will not use the Site or the Marketplace Offerings for any illegal or unauthorized purpose;
Your use of the Site or the Marketplace Offerings will not violate any applicable law or regulation.
If you provide any information that is untrue, inaccurate, not current, or incomplete, we have the right to suspend or terminate your account and refuse any and all current or future use of the Site (or any portion thereof).
You may not use the Site or the Marketplace Offerings for any illegal or unauthorized purpose nor may you, in the use of Marketplace Offerings, violate any laws. Among unauthorized Marketplace Offerings are the following: intoxicants of any sort; illegal drugs or other illegal products; alcoholic beverages; games of chance; and pornography or graphic adult content, images, or other adult products. Postings of any unauthorized products or content may result in immediate termination of your account and a lifetime ban from use of the Site
We are a service provider and make no representations as to the safety, effectiveness, adequacy, accuracy, availability, prices, ratings, reviews, or legality of any of the information contained on the Site or the Marketplace Offerings displayed or offered through the Site.
You understand and agree that the content of the Site does not contain or constitute representations to be reasonably relied upon, and you agree to hold us harmless from any errors, omissions, or misrepresentations contained within the Site’s content. We do not endorse or recommend any Marketplace Offerings and the Site is provided for informational and advertising purposes only.
You may be required to register with the Site in order to access the Marketplace Offerings. You agree to keep your password confidential and will be responsible for all use of your account and password. We
reserve the right to remove, reclaim, or change a username you select if we determine, in our sole discretion, that such username is inappropriate, obscene, or otherwise objectionable.
[[We make every effort to display as accurately as possible the colors, features, specifications, and details of the Marketplace Offerings available on the Site. However, we do not guarantee that the colors, features, specifications, and details of the Marketplace Offerings will be accurate, complete, reliable, current, or free of other errors, and your electronic display may not accurately reflect the actual colors and details of the products.]
All Marketplace Offerings are subject to availability, and we cannot guarantee that Marketplace Offerings will be in stock. Certain Marketplace Offerings may be available exclusively online through the Site. Such Marketplace Offerings may have limited quantities and are subject to return or exchange only according to our Return Policy.]
We reserve the right to limit the quantities of the Marketplace Offerings offered or available on the Site. All descriptions or pricing of the Marketplace Offerings are subject to change at any time without notice, at our sole discretion.
We reserve the right to discontinue any Marketplace Offerings at any time for any reason. We do not warrant that the quality of any of the Marketplace Offerings purchased by you will meet your expectations or that any errors in the Site will be corrected.
PURCHASES AND PAYMENT
We accept the following forms of payment: card payments; USSD payments and transfer payment. You agree to provide current, complete, and accurate purchase and account information for all purchases of the Marketplace Offerings made via the Site. You further agree to promptly update account and payment information, including email address, payment method, and payment card expiration date, so that we can complete your transactions and contact you as needed.
Transaction fee charges shall be added to the price of purchases as deemed required by us. We may change prices at any time. All payments shall be in naira.
You agree to pay all charges at the prices then in effect for your purchases and any applicable shipping fees, and you authorize us to charge your chosen payment provider for any such amounts upon placing your order.
[If your order is subject to recurring charges, then you consent to our charging your payment method on a recurring basis without requiring your prior approval for each recurring charge, until such time as you cancel the applicable order.] We reserve the right to correct any errors or mistakes in pricing, even if we have already requested or received payment.
We reserve the right to refuse any order placed through the Site. We may, in our sole discretion, limit or cancel quantities purchased per person, per household, or per order. These restrictions may include orders placed by or under the same customer account, the same payment method, and/or orders that use the same billing or shipping address. We reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, resellers, or distributors.
You may not access or use the Site for any purpose other than that for which we make the Site and the Marketplace Offerings available. The Site may not be used in connection with any commercial endeavors except those that are specifically endorsed or approved by us.
As a user of the Site, you agree not to:
Systematically retrieve data or other content from the Site to create or compile, directly or indirectly, a collection, compilation, database, or directory without written permission from us.
Make any unauthorized use of the Marketplace Offerings, including collecting usernames and/or email addresses of users by electronic or other means for the purpose of sending unsolicited email, or creating user accounts by automated means or under false pretenses.
Use a buying agent or purchasing agent to make purchases on the Site.
Use the Site to advertise or offer to sell goods and services.
Circumvent, disable, or otherwise interfere with security-related features of the Site, including features that prevent or restrict the use or copying of any Content or enforce limitations on the use of the Site and/or the Content contained therein.
Engage in unauthorized framing of or linking to the Site.
Trick, defraud, or mislead us and other users, especially in any attempt to learn sensitive account information such as user passwords;
Make improper use of our support services or submit false reports of abuse or misconduct.
Engage in any automated use of the system, such as using scripts to send comments or messages, or using any data mining, robots, or similar data gathering and extraction tools
Interfere with, disrupt, or create an undue burden on the Site or the networks or services connected to the Site
Attempt to impersonate another user or person or use the username of another user.
Sell or otherwise transfer your profile.
Use any information obtained from the Site in order to harass, abuse, or harm another person.
Decipher, decompile, disassemble, or reverse engineer any of the software comprising or in any way making up a part of the Site.
Attempt to bypass any measures of the Site designed to prevent or restrict access to the Site, or any portion of the Site
Harass, annoy, intimidate, or threaten any of our employees or agents engaged in providing any portion of the Marketplace Offerings to you.
Upload or transmit (or attempt to upload or to transmit) viruses, Trojan horses, or other material, including excessive use of capital letters and spamming (continuous posting of repetitive text), that interferes with any party’s Uninterrupted use and enjoyment of the Site or modifies, impairs, disrupts, alters, or interferes with the use, features, functions, operation, or maintenance of the Marketplace Offerings.
Upload or transmit (or attempt to upload or to transmit) any material that acts as a passive or active information collection or transmission mechanism, including without limitation, clear graphics interchange formats (“gifs”), 1×1 pixels, web bugs, cookies, or other similar devices (sometimes referred to as “spyware” or “passive collection mechanisms” or “pcms”).
USER GENERATED CONTRIBUTIONS
The Site may invite you to chat, contribute to, or participate in blogs, message boards, online forums, and other functionality, and may provide you with the opportunity to create, submit, post, display, transmit, perform, publish, distribute, or broadcast content and materials to us or on the Site, including but not limited to text, writings, video, audio, photographs, graphics, comments, suggestions, or personal information or other material (collectively, "Contributions").
Contributions may be viewable by other users of the Site and the Marketplace Offerings and through third-party websites. As such, any Contributions you transmit may be treated as non-confidential and non-proprietary. When you create or make available any Contributions, you thereby represent and warrant that:
the creation, distribution, transmission, public display, or performance, and the accessing, downloading, or copying of your Contributions do not and will not infringe the proprietary rights, including but not limited to the copyright, patent, trademark, trade secret, or moral rights of any third party.
your Contributions are not false, inaccurate, or misleading.
your Contributions are not unsolicited or unauthorized advertising, promotional materials, pyramid schemes, chain letters, spam, mass mailings, or other forms of solicitation.
your Contributions are not obscene, lewd, lascivious, filthy, violent, harassing, libelous, slanderous, or otherwise objectionable (as determined by us).
your Contributions do not ridicule, mock, disparage, intimidate, or abuse anyone.
your Contributions do not advocate the violent overthrow of any government or incite, encourage, or threaten physical harm against another.
your Contributions do not violate any applicable law, regulation, or rule.
your Contributions do not violate the privacy or publicity rights of any third party
your Contributions do not contain any material that solicits personal information from anyone under the age of 18 or exploits people under the age of 18 in a sexual or violent manner.
your Contributions do not violate any federal or state law concerning child pornography, or otherwise intended to protect the health or well-being of minors
your Contributions do not include any offensive comments that are connected to race, national origin, gender, sexual preference, or physical handicap.
By posting your Contributions to any part of the Site [or making Contributions accessible to the Site by linking your account from the Site to any of your social networking accounts], you automatically grant, and you represent and warrant that you have the right to grant, to us an unrestricted, unlimited, irrevocable, perpetual, non-exclusive, transferable, royalty-free, fully-paid, worldwide right, and license to host, use, copy, reproduce, disclose, sell, resell, publish, broadcast, retitle, archive, store, cache, publicly perform, publicly display, reformat, translate, transmit, excerpt (in whole or in part), and distribute such Contributions (including, without limitation, your image and voice) for any purpose, commercial, advertising, or otherwise, and to prepare derivative works of, or incorporate into other works, such Contributions, and grant and authorize sublicenses of the foregoing. The use and distribution may occur in any media formats and through any media channels.
This license will apply to any form, media, or technology now known or hereafter developed, and includes our use of your name, company name, and franchise name, as applicable, and any of the trademarks, service marks, trade names, logos, and personal and commercial images you provide. You waive all moral rights in your Contributions, and you warrant that moral rights have not otherwise been asserted in your Contributions.
We do not assert any ownership over your Contributions. You retain full ownership of all of your Contributions and any intellectual property rights or other proprietary rights associated with your Contributions. We are not liable for any statements or representations in your Contributions provided by you in any area on the Site.
You are solely responsible for your Contributions to the Site and you expressly agree to exonerate us from any and all responsibility and to refrain from any legal action against us regarding your Contributions.
We have the right, in our sole and absolute discretion, (1) to edit, redact, or otherwise change any Contributions; (2) to re-categorize any Contributions to place them in more appropriate locations on the Site; and (3) to pre-screen or delete any Contributions at any time and for any reason, without notice. We have no obligation to monitor your Contributions.
GUIDELINES FOR REVIEWS
We may provide you areas on the Site to leave reviews or ratings. When posting a review, you must comply with the following criteria:
you should have firsthand experience with the person/entity being reviewed;
your reviews should not contain offensive profanity, or abusive, racist, offensive, or hate language;
your reviews should not contain discriminatory references based on religion, race, gender, national origin, age, marital status, sexual orientation, or disability;
your reviews should not contain references to illegal activity;
you should not be affiliated with competitors if posting negative reviews;
you should not make any conclusions as to the legality of conduct;
Kaiglo stores limited built the kaiglo online marketplace app as a freemium app. This SERVICE is provided by Kaiglo stores limited at no cost and is intended for use as is.
This page is used to inform website visitors regarding our policies with the collection, use, and disclosure of Personal Information if anyone decides to use our Service.
Information Collection and Use
The app does use third party services that may collect information used to identify you as well.
We want to inform you that whenever you use our Service, in a case of an error in the app we collect data and information (through third party products) on your phone called Log Data. This Log Data may include information such as your device Internet Protocol (“IP”) address, device name, operating system version, the configuration of the app when utilizing our Service, the time and date of your use of the Service, and other statistics.
Cookies are files with a small amount of data that are commonly used as anonymous unique identifiers. These are sent to your browser from the websites that you visit and are stored on your device's internal memory.
This Service does not use these “cookies” explicitly. However, the app may use third party code and libraries that use “cookies” to collect information and improve their services. You have the option to either accept or refuse these cookies and know when a cookie is being sent to your device. If you choose to refuse our cookies, you may not be able to use some portions of this Service.
We may employ third-party companies and individuals due to the following reasons:
To facilitate our Service;
To provide the Service on our behalf;
To perform Service-related services; or
To assist us in analysing how our Service is used.
We want to inform users of this Service that these third parties have access to your Personal Information. The reason is to perform the tasks assigned to them on our behalf. However, they are not obligated to disclose or use the information for any other purpose.
We value your trust in providing us your Personal Information, thus we are striving to use commercially acceptable means of protecting it. But remember that no method of transmission over the internet, or method of electronic storage is 100% secure and reliable, and we cannot guarantee its absolute security.
Android permissions required by this app:
Used for permissions that is associated with accessing camera or capturing images/videos from the device. This permission allows this application to capture the user's selfies in order for them to be viewed in a timeline within this application
Used for permissions that is associated with geo-location of the user. This permission allows this application to capture the exact location, longitude and latitude of the user. This helps the app to easily monitor and control any fraudulent activities that might occur during the usage of the Services of this app. It further gives status and update on user as he/she changes location.
Links to Other Sites
Phone (Sim access)
Used for permissions that is associated with telephony features. This permission allows, for instance, read only access to phone state, including the phone number of the device, current cellular network information, the status of any ongoing calls, and a list of any phone accounts registered on the device. This, more specifically, allows this application to play audio and be muted when a phone call is incoming.
This allows us to enable phone produce sounds on click on any buttons or navigations on the app.
These Services do not address anyone under the age of 13. We do not knowingly collect personally identifiable information from children under 13. In case we discover that a child under 13 has provided us with personal information, we immediately delete this from our servers. If you are a parent or guardian and you are aware that your child has provided us with personal information, please contact us so that we will be able to carry out the necessary actions.