Seller Policy

Version: v1 draft Applies to: ZenWave sellers, marketplace users, business profiles, community commerce users, and support teams in Nigeria Status: Draft for Nigerian counsel, consumer-protection, provider, tax, safety, and operations review

This policy explains seller eligibility, listing duties, buyer disclosures, fulfilment expectations, marketplace restrictions, payment gates, refunds, and enforcement. It should be read with the Terms of Service, Refund Policy, Wallet and Payments Policy, Trust Passport Policy, Community Guidelines, Acceptable Use Policy, Privacy Policy, and Data Retention Policy.

1. Marketplace Launch Scope

ZenWave marketplace publishing, checkout, escrow, payouts, installments, group buys, and broad money movement may be paused or limited until backend feature flags, provider contracts, fraud controls, refund rules, reconciliation, support operations, and Nigerian legal review clear them for launch.

Seller tools may appear for preparation, verification, catalog setup, or readiness only. A visible seller screen does not mean a seller may collect funds, promise escrow, use ZenWave as a wallet, or bypass provider and platform rules.

2. Seller Eligibility

ZenWave may require sellers to complete phone/email verification, Trust Passport checks, identity review, business review, address checks, payout verification, fraud screening, sanctions checks, tax or invoice information, or provider onboarding before listing, accepting payments, receiving payouts, or using higher-risk tools.

Sellers must provide accurate information and use only accounts, business names, payment details, documents, images, and content they are authorized to use.

3. Listing Duties

Sellers must describe products and services truthfully and in plain language, including:

• price, currency, condition, availability, delivery options, pickup area, material defects, and return/refund terms;
• whether an item is used, refurbished, repaired, incomplete, perishable, personalized, digital, restricted, or subject to warranty limits;
• product images that show the actual item or clearly identify representative images;
• accurate brand, model, size, quantity, compatibility, authenticity, and safety information;
• delivery timing, shipping limits, cancellation rules, and support route.

Sellers must not use false scarcity, fake reviews, misleading discounts, hidden fees, bait-and-switch listings, counterfeit goods, infringing content, unsafe goods, unlawful services, or off-platform pressure to avoid ZenWave safety and dispute processes.

4. Buyer Protection and Consumer Rights

ZenWave does not allow sellers to use blanket "no refund", "no return", "sold as seen", or "platform not responsible" wording to defeat applicable consumer-protection rights, fraud review, duplicate-payment correction, provider reversal, defective-goods review, misrepresentation claims, or platform error.

Where Nigerian consumer protection rules or provider rules require disclosure, cancellation, return, refund, repair, replacement, complaint handling, or redress, the seller must cooperate with ZenWave and the buyer.

5. Fulfilment and Delivery

Sellers must fulfil accepted orders according to the listing and any approved buyer agreement. They must provide delivery, pickup, handover, proof, tracking, receipt, or completion evidence where required.

If a seller cannot fulfil, they must promptly notify the buyer and ZenWave support, stop accepting affected orders, and cooperate with cancellation, refund, or replacement review.

6. Payments, Escrow, Payouts, and Holds

Payment and payout features depend on provider availability, verification, fraud checks, disputes, chargebacks, reconciliation, settlement rules, legal holds, and launch gates.

ZenWave may hold, delay, reverse, offset, or restrict seller payments or payouts where there is suspected fraud, non-delivery, chargeback risk, safety risk, account takeover, sanctions risk, provider review, duplicate payment, buyer dispute, law-enforcement request, or unresolved negative balance.

ZenWave does not promise general escrow, stored-value wallet services, lending, insurance, investment returns, or deposit-taking unless separately enabled through licensed partners and reviewed by counsel.

7. Prohibited Seller Activity

Sellers may not list or facilitate unlawful, unsafe, counterfeit, stolen, infringing, regulated, age-restricted, exploitative, violent, fraudulent, or deceptive goods or services. Sellers may not sell verified accounts, documents, personal data, payment credentials, exam materials, weapons, controlled substances, intimate content, or any item that violates the Acceptable Use Policy.

8. Enforcement and Appeals

ZenWave may remove listings, hide products, pause seller tools, require verification, freeze payouts, cancel orders, refund buyers, restrict accounts, preserve evidence, report provider abuse, or escalate to authorities where required.

Sellers may ask support to review an action unless disclosure would create safety, fraud, legal, security, or provider risk.

9. Support

Seller support: support-intl@zenwaveng.com