Terms and Conditions

1. Definitions

• "TENA", "we", "us", or "our" refers to the company operating the TENA Platform.
• "User", "you", or "your" refers to any person who accesses or uses the Platform.
• "Seller" refers to a User who lists items for sale.
• "Buyer" refers to a User who purchases or intends to purchase items.
• "Item" refers to any product listed on the Platform.
• "Transaction" refers to an agreement between a Buyer and Seller for the sale of an Item.
• "Commission" refers to the fee charged by TENA for successful Transactions.

2. Nature of the Platform

2.1 TENA is a peer-to-peer online marketplace that enables Users to list, discover, and transact second-hand / used items.

2.2 TENA:

• does not own, buy, sell, store, transport, or inspect Items;
• is not a party to Transactions between Buyers and Sellers;
• does not guarantee the existence, quality, safety, legality, or condition of any Item.

2.3 All Transactions are concluded directly between Buyers and Sellers, and Users transact at their own risk.

3. Eligibility and Legal Capacity

3.1 You must be at least 18 years old to use the Platform.

3.2 By using TENA, you confirm that:

• you have full legal capacity under Rwandan law;
• you are using the Platform for lawful purposes only.

TENA may request proof of age or identity at any time.

4. Account Registration and Security

4.1 To access certain features, you must create an account.

4.2 You agree to:

• provide accurate, current, and complete information;
• keep your account credentials confidential;
• immediately notify TENA of unauthorized use.

4.3 You are fully responsible for all activity conducted through your account, whether authorized or not.

5. Listings and Item Requirements

5.1 Permitted items

Only used, lawful items may be listed, including:

• clothing and accessories;
• furniture and household items;
• non-electronic personal goods;
• spare parts.

5.2 Prohibited items

You may not list:

• electronics or electronic accessories of any kind;
• illegal, stolen, counterfeit, or unsafe goods;
• weapons, drugs, controlled substances, or hazardous materials;
• items that violate Rwandan law or public order;
• any item, content, symbol, publication, or material that promotes or trivializes genocide ideology, ethnic hatred, discrimination, violence, or divisionism, or otherwise violates Rwanda's laws and values of national unity and reconciliation.

5.3 TENA reserves the right to remove or suspend any listing without notice if it violates these Terms or applicable law.

6. Seller Obligations

Sellers agree to:

• provide accurate descriptions and genuine images of items;
• use the in-platform camera to take pictures and videos without editing, filters, or any other alteration;
• disclose defects, wear, or limitations;
• ensure they have legal ownership and the right to sell the Item;
• deliver Items as agreed with the Buyer.

Misrepresentation may result in suspension or permanent removal from the Platform and any other legal remedy.

7. Buyer Obligations

Buyers agree to:

• carefully review Item descriptions before purchasing;
• complete payment as agreed;
• confirm receipt of items truthfully.

Buyers accept that items are sold "as-is", unless otherwise agreed between parties.

8. Payments

8.1 All payments for transactions conducted through the Platform shall be made exclusively through TENA's in-platform payment system.

8.2 TENA facilitates payments between Buyers and Sellers through integrated payment service providers and may temporarily receive, process, and hold transaction funds for operational, verification, fraud prevention, dispute management, and transaction completion purposes.

8.3 Funds paid by a Buyer may be held by TENA for a minimum period of forty-eight (48) hours following confirmation of payment, delivery, or transaction completion, as determined by TENA.

8.4 Following successful completion of the transaction and expiration of the applicable holding period, TENA shall release the corresponding funds to the Seller, subject to applicable fees, disputes, investigations, or compliance reviews.

8.5 Users shall not request, solicit, or conduct payments outside the Platform for transactions initiated through TENA.

8.6 TENA reserves the right to delay, suspend, reverse, refuse, or cancel any transaction where fraud, abuse, suspicious activity, legal violations, disputes, or breaches of these Terms are suspected.

8.7 TENA is not a bank and does not provide regulated banking services. Payment services may be facilitated through licensed third-party payment providers and financial institutions.

9. Commissions, Fees, and Payouts

9.1 Transaction Fees

By listing an item or completing a sale on TENA, you agree to pay TENA the applicable commission and service fees for the use of the Platform.

These fees compensate TENA for providing marketplace access, transaction management, payment facilitation, and related services.

9.2 Fee Disclosure

The applicable commission:

• is clearly disclosed to users before a transaction is confirmed;
• may vary by item category, promotional offer, or special program;
• may be modified by TENA from time to time in accordance with these Terms.

Your continued use of the Platform constitutes acceptance of the applicable fees.

9.3 When fees are earned

TENA's commission is earned and becomes due when a transaction is completed, including when:

• the buyer and seller confirm completion on the Platform;
• the Item is delivered or collected as agreed;
• the transaction is otherwise completed or substantially completed through TENA.

Any attempt to complete a transaction outside the Platform in order to avoid fees is strictly prohibited.

Users shall not directly or indirectly attempt to circumvent the Platform by arranging, soliciting, negotiating, or completing transactions outside TENA after contact has been initiated through the Platform. Any such conduct intended to avoid commissions, fees, payment controls, security procedures, or Platform policies is strictly prohibited.

Users are further prohibited from sharing, requesting, or exchanging phone numbers, email addresses, social media accounts, external payment details, website links, QR codes, messaging applications, or any other contact information intended to facilitate communication or transactions outside the TENA Platform.

Any violation of this provision may result in immediate suspension or permanent termination of the User's account, cancellation of transactions, removal of listings, withholding of funds where permitted by law, and any other legal or administrative action deemed necessary by TENA.

9.4 Fee retention and seller payout

Where in-platform payment is used, you authorize TENA to:

• retain its commission and applicable fees from the transaction amount; and
• pay out the remaining balance to the Seller in accordance with TENA's payout procedures.

The Seller acknowledges that payouts are subject to:

• successful transaction completion;
• applicable verification checks;
• any deductions required under these Terms or applicable law.

9.5 Payout timing

Seller payouts may be:

• processed after transaction completion and confirmation;
• subject to reasonable processing periods (48 hours);
• delayed where necessary for fraud prevention, dispute review, or legal compliance.

TENA does not guarantee immediate payout.

9.6 Non-payment, adjustments, and set-off

If fees are unpaid, disputed, or later determined to be owed, TENA may:

• deduct such amounts from current or future payouts;
• suspend or limit account access;
• restrict use of certain Platform features;
• take reasonable recovery actions as permitted by law.

9.7 No circumvention

You agree not to:

• avoid or attempt to avoid TENA's fees;
• complete transactions off the Platform after introduction through TENA;
• misuse messaging or contact details to bypass commission obligations.

Such conduct may result in immediate suspension or termination of your account.

9.8 Taxes

Unless expressly stated otherwise, all fees are exclusive of applicable taxes, which may be deducted or charged where required by Rwandan law.

10. Delivery Services

10.1 TENA may offer optional delivery facilitation.

10.2 TENA:

• does not physically handle Items;
• does not guarantee delivery times or outcomes.

10.3 Risk of loss transfers to the Buyer upon delivery or collection.

11. Ratings and Reviews

11.1 Users may submit ratings and reviews after Transactions.

11.2 Reviews must be:

• honest;
• relevant;
• non-defamatory.

11.3 TENA reserves the right to moderate or remove content that violates these Terms.

12. Disputes Between Users

12.1 Buyers and Sellers are encouraged to resolve disputes amicably.

12.2 TENA:

• does not provide refunds or returns;
• does not adjudicate ownership or payment disputes;
• may investigate misuse and apply sanctions.

13. User Conduct

You agree not to:

• engage in fraud, abuse, or harassment;
• manipulate listings, prices, or ratings;
• use the Platform for unlawful activities.

Violations may result in immediate termination.

14. Suspension and Termination

14.1 TENA may suspend or terminate accounts:

• for breach of these Terms;
• for suspected fraud or abuse;
• to comply with legal requirements.

14.2 Termination does not affect accrued obligations.

15. Disclaimer of Warranties

The Platform is provided "as is" and "as available."

TENA makes no warranties regarding:

• uninterrupted access;
• accuracy of listings;
• transaction success.

16. Limitation of Liability

To the fullest extent permitted by law, TENA shall not be liable for:

• losses arising from transactions;
• Item defects or misrepresentation;
• indirect or consequential damages.

17. Indemnification

You agree to indemnify and hold harmless TENA from any claims, damages, or liabilities arising from:

• your use of the Platform;
• your listings or Transactions;
• violation of these Terms or applicable law.

18. Modifications to the Terms

TENA may update these Terms at any time.

Continued use of the Platform constitutes acceptance of the updated Terms.

19. Governing Law and Jurisdiction

These Terms are governed by the laws of the Republic of Rwanda.

All disputes shall be subject to the exclusive jurisdiction of Rwandan courts.