Terms & Conditions

Welcome to DukaLive, a live commerce platform operated by DukaLive Technologies (“DukaLive”, “we”, “us”, or “our”).

By creating an account, hosting live sessions, listing products, or selling through DukaLive, you (“Seller”, “you”, or “your”) agree to these Terms & Conditions (“Terms”). If you do not agree, you must not use the platform.

1. Platform overview

DukaLive is a technology platform that enables sellers to host live shopping sessions and accept payments from buyers.

DukaLive is not the seller, merchant of record, or buyer of any goods. All sales contracts are formed directly between sellers and buyers.

DukaLive does not take ownership, title, or possession of goods and does not provide product warranties unless expressly stated otherwise.

2. Definitions

• Seller: A user offering products or services for sale via a live session.
• Buyer: A user purchasing products via the platform.
• Live Session: A real-time video selling event hosted by a seller.
• Transaction: A completed buyer payment for a product.
• Platform Fee: DukaLive’s fee deducted per successful transaction.
• Payment Processor: Third-party service provider used for payments and payouts, currently Paystack.

3. Eligibility & account registration

• Be legally capable of entering binding agreements.
• Provide accurate, complete, and truthful information.
• Complete any required verification.

Sellers under the age of 18 require parental or guardian approval. DukaLive reserves the right to approve, suspend, or terminate accounts at its discretion.

4. Seller responsibilities

• The legality, accuracy, and authenticity of products sold.
• Pricing, descriptions, images, and representations made during live sessions.
• Honouring all promotions, giveaways, and offers communicated to buyers.
• Order fulfilment, shipping, and delivery.
• Handling buyer inquiries related to products and fulfilment.
• Compliance with all applicable laws, including tax and consumer protection laws.

You are solely responsible for the products you sell and any obligations arising from those sales.

5. Prohibited conduct

• Sell illegal, restricted, counterfeit, or prohibited items.
• Misrepresent products, pricing, or availability.
• Engage in fraudulent, misleading, abusive, or deceptive conduct.
• Circumvent platform fees or payment flows.
• Solicit payments outside the DukaLive platform.

Violation may result in account suspension, payout holds, or termination.

6. Fees

DukaLive charges a 6.9% platform fee per successful sale.

• Fees are deducted automatically at checkout.
• No monthly fees.
• No setup fees.

DukaLive only earns when you make a sale. Platform fees may change from time to time and apply prospectively.

7. Payments & payouts (processed by Paystack)

All buyer payments and seller payouts are processed by our third-party payment processor, Paystack. DukaLive does not hold seller funds and does not control payout timing.

• Payouts are typically processed on a T+2 working day basis from the date of a successful transaction.
• Timing is subject to Paystack’s rules, verification requirements, banking networks, and factors outside DukaLive’s control.
• You are responsible for ensuring your payout and verification details are correct and up to date.

While DukaLive may assist with support or escalation, DukaLive is not liable for delays, reversals, errors, or failures caused by Paystack, banks, mobile money operators, or other third parties.

8. Seller fulfilment & shipping

Once you receive payout confirmation from Paystack, you agree to ship or otherwise fulfil the order within two (2) working days, unless a longer timeframe was clearly communicated to the buyer at the time of sale.

You are solely responsible for shipping, logistics, delivery, packaging, shipping costs, and late, failed, or incorrect deliveries. DukaLive may provide tools and dispute support but is not responsible for fulfilment outcomes.

9. Chargebacks, refunds & disputes

Buyers may initiate disputes, chargebacks, or refund requests. Such actions may result in payout holds, reversals, deductions, or additional requirements imposed by Paystack, card networks, or banks.

DukaLive may assist in dispute resolution; however, final decisions and timelines are controlled by the Payment Processor, not DukaLive.

10. Promotions & giveaways

If you run promotions, giveaways, or contests, you are solely responsible for compliance with applicable laws. Rules, eligibility, timelines, and delivery must be clearly communicated, and you bear all associated costs, including shipping.

DukaLive is not responsible for seller-run promotions and may remove promotions that are misleading or abusive.

11. User content & live sessions

By hosting live sessions or uploading content, you grant DukaLive a non-exclusive, royalty-free, worldwide license to host, stream, record, store, reproduce, and display such content for platform operation, dispute resolution, safety, and marketing purposes.

You consent to the recording of live sessions for fraud prevention, quality control, and legal compliance. You remain responsible for ensuring you have all rights to content you provide.

12. Suspension & termination

DukaLive may suspend or terminate your account if you violate these Terms or the Code of Conduct, engage in fraud or abuse, provide false or misleading information, pose risk to buyers or sellers, or are required to be suspended by law or regulators.

13. Limitation of liability

To the maximum extent permitted by Kenyan law, DukaLive is not liable for indirect, incidental, or consequential damages, disputes between buyers and sellers, or payment processor and banking failures.

DukaLive’s total liability, if any, is limited to the platform fees paid by you in the twelve (12) months preceding the event giving rise to the claim.

14. Indemnity

You agree to indemnify and hold harmless DukaLive Technologies, its directors, officers, employees, and agents from any claims, losses, damages, or expenses arising from your products or services, your content or conduct, or your violation of these Terms or applicable laws.

15. Governing law & dispute resolution

These Terms are governed by the laws of the Republic of Kenya. Any disputes arising out of or relating to these Terms shall be subject to the exclusive jurisdiction of the courts of Kenya.