Seller Terms

The rules for selling on Onrizo: how orders are handled, when and how you get paid, and what happens in disputes.

These Seller Terms apply in addition to the general Terms & Conditions. By creating a seller account you confirm you have read and accepted both.

1. Becoming a seller

You must be at least 18 and give accurate registration details (name, email, phone, county). You are responsible for your account and for everyone who uses it. You act as an independent seller; nothing here makes you an employee, agent or partner of Onrizo.

2. Your listings

• Describe products honestly: accurate title, price, condition, specifications and photos that show the actual item.
• Only list items you own or are authorised to sell, and that you can actually supply.
• Keep prices and availability up to date. The price in our system when an order is placed is the price the buyer pays.

3. Handling an order

1. Wait for payment. Only prepare and ship an order once it shows as Paid. Orders awaiting payment are not guaranteed, and you ship them at your own risk.
2. Confirm the order in your dashboard, then pack it carefully.
3. Dispatch to the buyer’s pinned location and mark it Dispatched. The buyer is emailed and can then confirm receipt. Keep proof of dispatch and delivery (receipts, courier or rider details, photos, messages).
4. Get paid when the buyer confirms receipt in good condition, or automatically 7 days after dispatch if the buyer does nothing and there is no dispute.

If you cannot fulfil a paid order, cancel it in your dashboard so the buyer is refunded in full. Repeated cancellations or late dispatches may lead to action under section 11.

4. How you get paid

• The buyer’s payment is held by Onrizo. You cannot release it yourself and cannot mark an order Completed. Only the buyer’s confirmation, the automatic release after 7 days, or Onrizo’s decision on a dispute releases it.
• Once released, the sale amount counts toward your available balance, less the fees and any affiliate commission described below.
• You must not ask a buyer to pay you outside Onrizo, or to confirm receipt before the item has arrived.

5. Fees and withdrawals

• Onrizo charges a platform commission on completed sales and a processing fee on withdrawals. The current rates are shown in your seller dashboard before you request a withdrawal. We may change them with reasonable notice; changes do not apply to sales already completed.
• You can request a withdrawal of your available balance. Funds from orders that are unpaid, held, disputed, refunded or cancelled are not available.
• Withdrawals are paid to the M-Pesa number you give. Check it carefully: we are not responsible for payments sent to a wrong number you supplied.
• If a refund is later due to a buyer because of your breach, or an error credited funds to you, we may deduct the amount from your balance or future sales.

6. Disputes and refunds

• If a buyer opens a dispute, the payment is frozen and we email you. Please respond promptly with proof of dispatch and delivery, photos of the item before shipping, and relevant messages. We normally ask for responses within two business days.
• Onrizo decides whether to release the payment to you or refund the buyer, based on the evidence. If we refund the buyer, you do not receive the payment for that order and are responsible for recovering the goods if you wish.
• Counterfeit, damaged-on-arrival or not-as-described items are the seller’s responsibility.
• Do not pressure or threaten buyers about disputes.

7. Holds and fraud prevention

We may hold or reverse funds and delay withdrawals where we reasonably suspect fraud, fake orders, payment errors or illegal activity, where the law or a court or regulator requires it, or to cover refunds you owe. Creating fake orders or manipulating prices, quantities or confirmations to obtain payouts is fraud and will lead to forfeiture of funds, account closure and, where appropriate, a report to law enforcement.

8. Affiliates

If an affiliate referred a sale of your product, the affiliate’s commission (at the rate set on the product) is credited when the payment is released, and is deducted from the amount payable to you. Commission is not payable on orders that are cancelled, refunded or still in dispute.

9. Prohibited items

You may not sell anything unlawful in Kenya or any item that infringes someone’s rights, including counterfeit goods, stolen goods, illegal drugs, weapons, and items you do not own. We may remove any listing at our discretion.

10. Taxes and legal compliance

You are responsible for your own licences, business registration, taxes (such as income tax and, where applicable, VAT) and compliance with Kenyan consumer, product-safety and data-protection laws. You must handle buyers’ personal information (name, phone, delivery location) only to fulfil their order and must not misuse or share it.

11. Paid promotions

Sellers can pay by M-Pesa to promote a product for a fixed period (Bronze, Silver or Gold plans, with the price and duration shown at purchase). The promotion starts when the payment is confirmed and runs for the plan’s duration. Promotions improve visibility but do not guarantee sales. Because the service starts immediately, promotion fees are not refundable once the promotion is live, except where we fail to deliver it. If a payment is not completed, no promotion is activated and you are not charged.

12. Suspension and closing your account

We may warn, restrict, suspend or close your account and remove listings if you break these terms or the law, receive repeated valid complaints, or put buyers at risk. We will explain why where we can. Funds for completed orders that are not subject to a hold, dispute or refund remain payable to you after closure, subject to section 7. You can close your account at any time once your open orders are completed. Questions: support@onrizo.com.