User Agreement
Last Updated: Feb 15, 2025. These Terms and Conditions define the relationship between our platform and its users.
Introduction
Welcome to our dynamic online social Marketplace where creativity meets endless possibilities. Our platform empowers users to buy and sell a diverse range of products, from readily available items to unique custom creations. You can access our Marketplace at https://persinna.com or visit individual vendor shops by simply typing /shop/ followed by the shop’s name after our base URL (for example, persinna.com/shop/shop-name).
Definitions
| “Marketplace (Market)” or “Platform” | refers to the online marketplace available at persinna.com, including all its associated features, services, and content, such as applications, third-party integrations, and related services. |
| “Users” | refers to all individuals who access or use the platform, including both vendors (any third-party seller or supplier offering products or services on the platform) and customers (individuals who browse, purchase, or interact with the platform in any way). |
Specific Platform Features
Swift Shopping Mode: Swift Shopping is a feature designed to streamline the shopping experience, making it quick and easy for users to place orders. It simplifies the process by removing unnecessary elements and steps when a user visits a product page directly, either by clicking a referral link or by entering the product URL. This allows users to make purchases quickly without extra navigation. For those who wish to explore the Marketplace or visit the shop offering the product, a convenient option in the header ensures a balance of speed and flexibility. Please note that some of the platform’s elements may not be available in Swift Shopping mode, as the focus is on a faster, more efficient shopping experience.
Product Customization: Our platform offers a Product Customizer tool, allowing customers to personalize products by adding text, images, and other design elements. Additionally, vendors can sell graphic designs through a Design Library within the customizer, which customers can apply to products. This feature provides both flexibility for customers to create unique items and an opportunity for vendors to offer customizable designs to enhance their product offerings.
User Responsibilities
Accuracy and Compliance: Users are responsible for providing accurate and up-to-date information and complying with all applicable laws and regulations.
Prohibited Activities: Users are prohibited from engaging in fraudulent behavior, violating intellectual property rights, or uploading malicious software or content that violates community guidelines (e.g., hate speech, spam, or offensive material).
Order Responsibly: Users are responsible for thoroughly reviewing the complete product details before placing an order. Additionally, if users contact the vendor directly for a bulk order, they should ensure the vendor has a valid business license and that the transaction complies with Ethiopian law.
Age-Restricted Purchases: Users must meet the legal age requirements under Ethiopian law to purchase age-restricted items. For example, the legal age to buy alcohol in Ethiopia is 21 years. Users are responsible for ensuring they comply with applicable age restrictions when making purchases.
Parental Supervision: Children under 18 may only use our platform with the involvement of a parent or guardian. If you believe a child has created an account without proper supervision, please report it to our Customer Support.
Safe Connection: Make sure you’re using a safe and encrypted connection whenever you access the platform. Look for the padlock symbol in your browser’s address bar and verify that the URL starts with “persinna.com” before entering any personal information or engaging in financial transactions.
Reporting Suspicious Activity: Users are responsible for promptly reporting any suspicious activity or potential fraud related to their account or transactions, including unauthorized access to their account or any suspicious vendor activity.
Account Registration and Suspension
Account Creation: Users must follow the provided instructions to create an account, ensuring the accuracy of personal information.
Account Suspension or Termination: The Marketplace reserves the right to suspend or terminate user accounts in case of violations of the Terms and Conditions, fraudulent behavior, or misuse of the platform. Suspended accounts may be reviewed and reactivated upon request unless permanently banned.
Intellectual Property
Ownership and Usage: All content, including images, designs, and logos, on the platform are protected by intellectual property rights and cannot be used without permission.
Copyright Responsibility: Users are fully responsible for any copyright issues related to the content they upload or use on the platform.
User-Generated Content: If users upload content (such as images, reviews, or other media), by uploading such content to the platform, users grant The Marketplace a worldwide, royalty-free license to use, display, and distribute the content in connection with the operation of the platform.
Data Privacy and Protection
Data Privacy: We are committed to protecting your privacy and ensuring that your personal data is handled securely. For more information about how we collect, use, and protect your personal information, please review our Privacy Policy. By using our platform, you consent to the collection and use of your data as outlined in the Privacy Policy. Please refer to the Privacy Policy page for more details.
Products and Ordering
Product Types: Our platform features two distinct product categories: “Custom” and “Ready-made.” “Custom” products are made to order, allowing for personalized designs and specifications. “Ready-made” products are pre-manufactured and stocked, ensuring quick delivery and convenience.
Identifying Product Type: You can identify the product type by reviewing its dedicated product page. Here, you’ll find the product specifications, which includes a “Type” section, clearly stating whether the product is ready-made or custom. As a helpful tip, the presence of a “Customize” button typically signifies a custom product.
Product Detail: We strive to provide accurate and up-to-date product details in a clear and understandable manner. This includes information such as stock status, product specifications, available payment methods, delivery periods, return and exchange policies, and product descriptions. Users are responsible for carefully reviewing these details before placing an order.
Stock Status: The stock status indicates how much of a product is available for sale and is displayed below the price on each individual product page.
The platform uses three stock statuses:
➢ In stock: The product is available for purchase, and the exact quantity in stock is displayed.
➢ Out of stock: The product is unavailable for purchase because it has sold out. An “Out of Stock” label will be displayed on the product image.
➢ Available on backorder: The product is unavailable immediately but can be ordered and shipped within the delivery period, usually for custom items.
Product Review: Users are encouraged to leave honest and constructive reviews for products they have purchased. Reviews should reflect genuine experiences to help other users make informed purchasing decisions. Any review containing inappropriate language, offensive content, or false information will be subject to removal. Users must adhere to the platform’s review guidelines, ensuring that feedback remains respectful, accurate, and helpful to the community.
Identifying Product Vendors: Each product page prominently features a ‘Shop’ bar located below the ‘Add to Cart / Customize’ button. This bar displays the vendor’s shop name and logo by default. While browsing the Marketplace, the vendor’s rating (the average rating of their products) and a direct link to their shop page are also included, making it easy to identify the source of the product. Additionally, product vendors can be identified on the Cart and Order Details pages for further clarity.
Payment and Protection
Order Payment: Customers are required to pay the total amount displayed at Checkout either when they place the order or upon delivery, before receiving their order. No additional fees will apply after the order is placed unless special packaging or fulfillment options are requested in the “Order notes” section during Checkout.
➢ Total Order Payment: includes the product cost, which is the base price of your item; customization cost (if applicable), which covers charges for product personalization; packaging cost, which reflects the standard packaging price; order handling cost, which includes the processing and fulfillment of your order; and sales tax (VAT), which is the applicable sales tax included in the total price.
➢ Applicable Additional Fees: may include a Special Packaging Fee, which covers the extra charges for custom or special packaging, and a Special Order Fulfillment Fee, which applies to extra fees for special customization or other specific order requests.
Payment Methods: We provide the following payment options, available at checkout based on the type of product you are ordering (Custom or Ready-made):
➢ Pay on Delivery(POD): This payment option is available only for Ready-made products or items that are not customizable. With POD, customers can pay for their order at the time of delivery, rather than paying upfront. Please note that this option is not applicable for Custom (customized) items, as they require prepayment.
➢ Chapa Payment Gateway: A secure digital payment solution available for both Custom and Ready-made products. It supports a variety of payment methods, including Telebirr, CBE Birr, ATM, bank transfers, mobile money, PayPal, and more. By using Chapa, you agree to its Privacy Policy and Terms of Use, allowing it to process your information as outlined in its policies.
Payment Protection: Payment Protection is a service provided by our platform to ensure both customers and vendors are safeguarded from payment issues or disputes.
Payment Protection Period: The Payment Protection Period is a 2-day window during which customers and vendors are protected from payment issues or disputes. During this period, any concerns, such as delivery problems, defective products, or discrepancies in the order, can be reported, and the payment will be held while the platform investigates. If resolved, the funds will be released to the appropriate party. After the Payment Protection Period ends, the platform can no longer intervene, and responsibility shifts to the vendor to resolve the issue directly with the customer.
➢ Customer Payment Protection: Customer Payment Protection refers to the safeguard provided to customers against potential issues related to their payment for products purchased through the platform. This protection ensures that, in the event of defects, incorrect items, or false advertising, the customer will be eligible for a refund, subject to the platform’s terms and conditions. It covers situations where products do not meet the advertised quality or specifications, allowing the customer to seek redress, including refund or exchange, within the outlined timeframe.
➢ Vendor Payment Protection: Vendor Payment Protection refers to the assurance that vendors are compensated for their products and services sold on the platform, provided that the transaction meets all criteria and obligations under the platform’s terms. This protection helps vendors secure payments for successful transactions, preventing issues related to non-payment or disputes that may arise between vendors and customers. In case of disputes, the platform will hold the customer’s payment until the issue is resolved, ensuring that the vendor’s payment is not withheld unfairly during the investigation.
Payment Caution: Do not make any payments outside of the provided payment methods. If you choose to do so, The Marketplace will not be responsible for any disputes or losses resulting from transactions conducted outside of the provided payment methods.
Shipping and Delivery
Order Delivery: the platform provides and ensures delivery of orders to any location within Addis Ababa, Ethiopia, within the specified delivery period for the products in the order. If an order contains age-restricted items, users must present a valid photo ID matching the name on the order for age verification, or the order may be canceled or returned.
Delivery Period: Refers to the time it takes for a product to be delivered after an order is placed. The delivery period is specific to each product and is listed on the product page under the product specification. Note that Delivery periods are calculated based on business days only.
Order Cut-off Time and Delivery Expectations: Orders placed after evening (6:00 PM) or during closed hours will be considered as placed at the start of the next business day. Delivery periods will be adjusted to reflect this schedule. Note that weekends, holidays, or unforeseen circumstances may also impact the delivery period.
Order with Varying Delivery periods: If your order includes products with different delivery periods (such as one with ‘Next-Day Delivery’ and another with ‘2-3 Day Delivery’), the delivery will be based on the longest delivery period. This means your order will arrive by the end of the longest delivery period at the latest, but it may also arrive earlier.
Uncollected Orders: If a customer fails to collect their order for any reason, the parcel will be returned to the Market warehouse, where it will await pickup by either the customer or vendor. If the customer fails to collect their order and instead requests a refund, handling and delivery costs may be deducted, even if covered by the Return and Exchange terms.
Order Modifications and Cancellations
Order Modifications: If you notice an error or wish to modify your order, you can cancel it from the “Orders” tab in your account dashboard and reorder, as long as the order status is “Order Received.” For orders marked as “Processing,” please contact customer support immediately, and we will do our best to accommodate any changes. Note that Custom products cannot be modified or canceled once physical customization has begun.
Order Cancellations: If you wish to cancel your order, you may do so if the status is still marked as “Order Received.” Cancellations can be processed directly from the “Orders” tab in your account dashboard. If the order status is “Processing,” please contact us promptly, and we will assess whether cancellation is still possible.
Return and Exchange
Eligibility: The availability of Returns and Exchanges is determined by each individual vendor for their products, and the specific Return and Exchange terms are displayed on the product page. To be eligible for returns or exchanges, the product must be in its original condition, unused, in its original packaging, the order must be collected at the point of delivery, and the return or exchange request must be submitted within the specified time frame.
There are three possible return and exchange terms, which are specific to each product and are listed on the product page:
➢ Free within 2 Days: This allows free returns and exchanges within 2 days of purchase, with no additional costs such as shipping for either option. However, if you request a return and payment was made through “Chapa,” a 2.5% fee will be deducted from your refund, as Chapa’s charges are non-refundable according to their refund policy. Click here to see their refund policy.
➢ Free 2-Day Exchange: This option permits product exchanges within 2 days of purchase. Returns are not available under this term. Exchanges are guaranteed by the platform only for a different variation of the same product. If the exchange is for an item of equal or lesser value, it will be subject to the vendor’s willingness.
➢ Not Available: Neither returns nor exchanges are offered for the product under this term. Once purchased, the item is considered final sale, and no further options for returning or exchanging the product will be provided. This term is typically used for custom products; however, vendors may apply it to any product. Please note that even when this term is applied, if the item has defects or issues attributable to the vendor, the product may still be eligible for a Return, Exchange, or Refund.
Notification Requirements: To be eligible for a return or exchange, customers must notify the platform or vendor within the specified time frame outlined in the applicable terms. If notification is not received within this period, the platform cannot guarantee the availability of returns or exchanges. Additionally, if the vendor’s response is delayed or unsatisfactory, customers may contact the platform directly within the specified time frame for further assistance. Click here to view available methods for contacting the platform.
Timeframe for Exchanges: The time it takes for exchanged products to reach users may vary depending on their location.
Ineligible Items: Certain items, such as food, flowers, intimate or sanitary goods, hazardous materials, and other specified products, cannot be returned.
Refund Policy
Eligibility: Refunds are only available for products that are eligible for “Return” or products with obvious defects, manufacturing defects, incorrect items, or false advertising. Note that Refunds can be requested for any order within the specified time frame if the user encounters an issue, even if the product is not covered by the Return and Exchange terms.
Check Orders: Please check your order at the point of delivery or within 2 business days before the Payment Protection Period expires, and immediately notify the delivery agent, vendor, or platform customer support of any mistakes or defects.
Ineligible Items: Certain items, such as food, flowers, intimate or sanitary goods, hazardous materials, and other specified products, cannot be returned or refunded.
Notification Requirements: To request a refund, customers must notify The Marketplace or the vendor at the point of delivery or within 2 business days before the Payment Protection Period expires to be eligible. Customers can submit a refund request directly from the “Orders” tab in their account dashboard within the Payment Protection Period (within 2 days of order delivery) by clicking the “Refund” button available for each order. This button allows customers to request either a partial or full refund and will remain visible for 2 days after the order is delivered. Alternatively, customers may contact the vendor or the platform directly to initiate a refund request within the specified time frame.
Refund Processing: Once a returned item is received and inspected, we will notify users of the approval or rejection of their refund request.
Timeframe and Refund Amount: Refunds will be processed within 2-5 business days after approval, with handling and delivery costs potentially deducted unless product is eligible for “Return”.
Delayed or Absent Refunds: Users should check their account and contact their payment method provider if a refund has not been received.
Return Shipping: Users are responsible for paying their own shipping costs for returning items. Shipping costs are non-refundable, except for items eligible for “Return”.
Tracking and Insurance: Consider using trackable shipping services or purchasing shipping insurance for more expensive items.
Communication and Notifications
Contact Information: For any assistance, Click here to select your preferred method of contacting the platform’s customer support team. If you are looking to reach out to a particular vendor or their customer support, you can easily find their contact details in the footer of their homepage (Shop page).
Communication Preferences: Users can manage their communication preferences by adjusting their account details in their account dashboard.
Automated Notifications: By using the platform, users agree to receive automated updates regarding their orders and platform activity. Users may opt out at any time by notifying the Marketplace.
Limitation of Liability
General Limitation: The Marketplace shall not be held liable for any damages resulting from the use of the platform, including but not limited to loss of data, financial loss, or any other indirect, incidental, or consequential damages. The Marketplace’s liability for any claims, damages, losses, or causes of action (whether in contract, tort, or otherwise) arising out of or related to the use of the platform or products/services purchased through the platform shall be limited to the extent permitted by the laws of Ethiopia.
Disclaimer of Warranties: The Marketplace does not guarantee the existence, quality, safety, or legality of products sold by third-party vendors. The Marketplace is not responsible for the accuracy of information provided by third-party vendors or for any issues arising from transactions with them.
Marketplace Products: The Marketplace shall make reasonable efforts to ensure the quality and accuracy of product information. However, the Marketplace shall not be liable for incidental or consequential damages, or for any damages exceeding the purchase price of the product.
Force Majeure: The Marketplace will not be held responsible for any delays or failures in performance due to events beyond its reasonable control, including but not limited to natural disasters, strikes, or government restrictions.
Modifications to the Terms and Conditions
Updates to the Terms and Conditions: The Marketplace reserves the right to modify or update the Terms and Conditions at any time. Users will be notified of material changes via email or platform announcements.
Indemnification
User Indemnification: Users agree to indemnify and hold The Marketplace harmless from any claims, liabilities, losses, or expenses incurred as a result of their use of the platform or violation of the Terms and Conditions.
Dispute Resolution
Mediation of disputes: Users agree to engage in mediation to resolve disputes. If a dispute arises between a customer and a third-party vendor, the Marketplace may assist in facilitating a resolution. However, if the dispute occurs after the expiration of the Payment Protection period, the final responsibility will rest with the vendor.
How to report an issue/complaint directly to Marketplace: If you need to report an issue or complaint, Click here to select your preferred method of contacting our customer support team.
What happens after I report an issue or complaint?: If you report the dispute within the Payment Protection period, your payment will be held from being transferred to any third-party. Our team will then conduct a comprehensive investigation of the issue and strive to resolve the dispute fairly.
What if one party refuses to cooperate in the resolution process?: Any party that fails to cooperate in good faith with the resolution process may have their account restricted or terminated.
What happens if my issue or complaint is not resolved to my satisfaction?: In the event that a dispute cannot be resolved through mediation, it may be escalated to arbitration or legal action, in accordance with the laws of Ethiopia.
Governing Law and Jurisdiction
Applicable Law: These Terms and Conditions are governed by the laws of Ethiopia.
Jurisdiction: Any disputes arising from the Terms and Conditions will be subject to the exclusive jurisdiction of the courts in Addis Ababa, Ethiopia.
Miscellaneous Provisions
No waiver: No waiver of any breach of any provision of these terms and conditions shall be construed as a further or continuing waiver of any other breach of that provision or any breach of any other provision of these terms and conditions.
Severability: If a provision of these terms and conditions is determined by any court or other competent authority to be unlawful and/or unenforceable, the other provisions will continue in effect. If any unlawful and/or unenforceable provision of these terms and conditions would be lawful or enforceable if part of it were deleted, that part will be deemed to be deleted, and the rest of the provision will continue in effect.
Assignment: You hereby agree that we may assign, transfer, subcontract, or otherwise deal with our rights and/or obligations under these terms and conditions. You may not, without our prior written consent, assign, transfer, subcontract, or otherwise deal with any of your rights and/or obligations under these terms and conditions.
Third Party Rights: A contract under these terms and conditions is for our benefit and your benefit and is not intended to benefit or be enforceable by any third party. The exercise of the parties’ rights under a contract under these terms and conditions is not subject to the consent of any third party.
Please review these Terms and Conditions before using our platform. By continuing to use our services, you indicate your agreement to these terms.