We give you a hosted online shop (the “Storefront”), a shop admin dashboard (“Admin”), and the supporting infrastructure (hosting, database, image storage, custom-domain routing). We also let you accept customer card and mobile-money payments through third-party payment providers we integrate with (currently Paystack for Ghanaian transactions and Stripe for international transactions). Section 5 explains how that works and who is responsible for what.

You own everything you upload, including product photos, descriptions, prices, customer data, and your brand. We need a limited licence to host that content so the Platform can show it to your shoppers. We never sell your customer data or use it for advertising.

You must not use the Platform to sell goods that are illegal in your country or in Ghana, to infringe anyone else's trademarks or copyrights, to send unsolicited bulk messaging, to host malware, or to harass anyone. If we find that you are, we may suspend or close your shop without refund.

Plan fees and renewal periods are shown in your Admin dashboard. Payment is by the methods we list there. If a Pro or Advanced payment is late by more than seven days we may downgrade your shop to the Starter plan. If it is late by more than thirty days we may suspend your shop entirely. All fees are non-refundable except where Ghana law requires.

Sinewy Shop is a marketplace platform. We do not hold customer funds. When you enable card or mobile-money payments on your storefront, money flows directly from the customer to you through the payment provider we integrate with, and we charge a small platform fee shown to you in your Admin before you switch payments on.

Ghanaian Cedi (GHS) transactions via Paystack. We use Paystack's Subaccount product. Paystack splits each customer payment at the moment of charge: your share settles to your bank or mobile-money account on Paystack's schedule (typically the next business day), and our platform fee settles to Sinewy. Sinewy is the merchant of record on the Paystack transaction itself. If a customer disputes the charge or you issue a refund, Paystack debits Sinewy's account for the full original amount, and you owe Sinewy back the portion you already received. We will contact you when this happens and request the funds back via the method we mutually agree on. You agree to repay Sinewy for any such amount within fourteen days of our request. Sinewy absorbs its own platform fee on refunds; we only ask you to return the share that actually reached you.

International transactions (GBP, EUR, USD) via Stripe Connect.You connect your own Stripe account to Sinewy through Stripe's authorisation flow. Stripe charges customers directly on your Stripe account, settles funds to your bank, and takes our platform fee out of the same transaction. You are the merchant of record for these transactions; your Stripe agreement governs how disputes, refunds, and chargebacks are handled, and Stripe is responsible for any negative balance on your account, not Sinewy. We do not have access to your Stripe payouts and cannot release them on your behalf.

Manual payments. When a customer chooses manual payment, the order is still created and tracked inside Sinewy Shop. The customer must pay only to the payment details shown on the order page, use the system-generated order reference where possible, and upload payment proof. You must only mark an order as paid after you confirm the money has actually reached your Mobile Money, bank, or cash record. Screenshots and receipts can be edited, so payment proof is not by itself confirmation that funds were received.

Your refund policy. You set and publish your own refund policy on your storefront. You agree to honour that policy promptly. If a customer disputes a charge because you did not, we may suspend payments on your shop until the matter is resolved.

You are responsible for setting accurate delivery timelines for the products you sell. Delivery timelines must be shown clearly to customers before or at checkout. Your timeline may depend on the item, delivery area, preorder status, custom-order status, or other fulfilment details, but it must be honest and reasonable.

For in-stock products, you must dispatch, deliver, or give the customer a clear order update within the delivery window shown to the customer. Where no specific delivery window is shown, you must make reasonable effort to fulfil the order within seven business days after payment confirmation.

For preorder, custom-made, imported, or made-to-order products, you must clearly state the expected availability or delivery timeline before the customer pays. If you cannot meet the stated timeline, you must update the customer promptly through the order tools, chat, phone, or other communication channels available on the Platform.

Customers may raise a dispute where an order is not delivered within the stated timeline, where no reasonable update is provided, or where you cannot provide reasonable proof of fulfilment. We may ask for delivery proof such as a delivery photo, courier confirmation, pickup note, signed receipt, or other evidence that helps resolve the issue.

We may use late deliveries, unresolved disputes, cancellations, complaints, rejected payment proofs, fulfilment history, and delivery proof history to assess merchant account health. We may restrict, suspend, reduce visibility, remove preorder access, pause checkout, or require additional verification from merchants who repeatedly fail to meet delivery obligations.

If you connect your own domain you remain responsible for the domain registration and any fees the registrar charges. We host the storefront on that domain via Cloudflare and provide the SSL certificate at no extra cost while you remain a paid customer.

You may close your shop at any time from the Admin. We may suspend or terminate your shop if you break these terms, if your payment is more than thirty days late, or if continuing to host you would breach the law. We will normally give you fourteen days' notice unless the reason is serious enough to require an immediate stop. After termination you can export your customer data and orders for thirty days, after which we may delete the data.

We own the Sinewy Shop platform, including the code, the brand, and the design system. You get a non-transferable, non-exclusive licence to use it for your shop while your account is active. You may not copy, resell, or reverse-engineer the Platform.

We handle your customer and admin data as described in our Privacy Policy. We follow Ghana's Data Protection Act, 2012 (Act 843) and broadly equivalent international standards. If a Ghana Data Protection Commission complaint or court order requires us to disclose data, we will comply with it.

The Platform is provided “as is”. We do our best to keep it running but we do not guarantee uptime, error-free operation, or that any specific feature will keep working. Our total liability to you for any claim is limited to the fees you paid us in the twelve months before the claim. We are not liable for lost profits, lost customers, or anything that follows on from a Platform issue.

We may update these terms when our practices change. We will email active Merchants and post the new version with a fresh “Last updated” date. If a change materially reduces your rights, you have thirty days from that email to cancel before the change applies to you. Continuing to use the Platform after that thirty-day window means you accept the updated terms.

These terms are governed by the laws of Ghana. Any dispute that we cannot resolve in conversation will be decided by the courts of Accra. Nothing in this section limits any right Ghana law gives you that cannot be waived by contract.

Questions about these terms: [email protected]