Commission, Payment & Delivery Policy

Effective Date: June 2026

1. Purpose

This Policy sets out the commissions, transaction fees, payment handling procedures, and delivery arrangements applicable to transactions conducted through the TENA Platform.

By using TENA, users agree to the fees, commissions, and procedures described herein.

2. Mandatory in-platform transactions

2.1 All transactions initiated through TENA must be completed exclusively through the TENA platform and its integrated payment system.

2.2 Users are strictly prohibited from:

  • completing transactions outside the Platform;
  • requesting or sharing phone numbers, email addresses, social media accounts, or external contact information for purposes of bypassing TENA;
  • redirecting Buyers or Sellers to external payment methods or marketplaces;
  • attempting to avoid commissions, monitoring systems, payment controls, or Platform protections.

2.3 Any attempt to circumvent the Platform may result in:

  • suspension or permanent termination of accounts;
  • cancellation of transactions;
  • removal of listings;
  • withholding or reversal of funds where permitted by law;
  • legal or administrative action.

3. TENA seller commission structure

TENA charges a commission on successfully completed transactions.

The commission is automatically deducted before funds are released to the Seller.

Transaction amount TENA commission
0 to 10,000 RWF Fixed fee of 1,000 RWF
10,001 to 50,000 RWF 9%
50,001 to 200,000 RWF 7%
200,001 to 1,000,000 RWF 6%
Above 1,000,000 RWF 5%

3.1 TENA reserves the right to apply different commission structures for:

  • promotional campaigns;
  • premium listings;
  • specific product categories;
  • commercial sellers;
  • high-volume sellers;
  • vehicle or property listings;
  • cross-border transactions.

3.2 Applicable commissions shall be displayed to users before transaction completion where technically feasible.

4. Payment processing & holding period

4.1 TENA facilitates payments through licensed third-party payment service providers and financial institutions.

4.2 Upon successful payment by a Buyer, transaction funds may be temporarily held by TENA for operational, security, fraud prevention, verification, dispute management, or transaction completion purposes.

4.3 Funds may be held for a minimum period of forty-eight (48) hours following:

  • confirmation of payment;
  • delivery confirmation;
  • buyer acceptance;
  • or any other transaction completion milestone determined by TENA.

4.4 After expiration of the applicable holding period, and subject to disputes or investigations, the Seller shall receive the transaction amount less applicable commissions, fees, refunds, reversals, or penalties.

4.5 TENA reserves the right to delay, suspend, reverse, cancel, or refuse any transaction where fraud, suspicious activity, prohibited conduct, policy violations, or legal concerns are suspected.

5. Delivery services

5.1 Buyers may choose to use delivery services integrated into or facilitated through the Platform.

5.2 Delivery charges shall generally be borne by the Buyer unless otherwise agreed between the parties or specified during checkout.

5.3 TENA may partner with third-party logistics or delivery providers and may charge coordination, convenience, or service fees related to delivery arrangements.

5.4 Delivery timelines are estimates only and may vary depending on distance, traffic, weather conditions, operational constraints, or third-party service providers.

6. Buyer requests / wanted items

6.1 Users may post requests for items they wish to purchase where such items are not currently listed on the Platform.

6.2 Such requests may include:

  • item description;
  • category;
  • preferred condition;
  • location;
  • indicative budget;
  • or related specifications.

6.3 Sellers responding to such requests must complete all communications and transactions through the TENA Platform.

6.4 Buyer requests may not be used to:

  • solicit prohibited items;
  • exchange external contact information;
  • conduct transactions outside TENA;
  • or violate applicable laws or Platform policies.

7. Taxes

Users are solely responsible for any taxes, duties, levies, or regulatory obligations arising from their transactions unless otherwise required by applicable law.

8. Amendments

TENA reserves the right to modify this policy, including commissions, fees, holding periods, and delivery charges, at any time. Updated versions shall become effective upon publication on the Platform.

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