Terms of Service

Ulwa is an e-commerce platform owned and operated by Forefront Solutions Limited, a company registered in Kenya.

1. Acceptance

By accessing or using Ulwa, you agree to be bound by these Terms. If you do not agree, please do not use the platform.

2. Accounts

You must provide accurate information when creating an account. You are responsible for all activity under your account. You must be at least 18 years old to transact on Ulwa.

3. Sellers

Sellers are independent merchants. Ulwa acts as a marketplace facilitator, not the seller of record. Sellers are responsible for accurate listings, stock availability, fulfilment, and compliance with applicable laws. Ulwa collects the buyer's payment on the seller's behalf and passes it to the seller after deducting its commission and any fees. The money paid for a seller's goods is the seller's, held for them until the order is confirmed; Ulwa's own revenue is the commission and fees it charges sellers.

4. Payments

All transactions are in Kenya Shillings (KES) unless otherwise stated. Payments are processed via M-Pesa or Pesapal. Ulwa collects a platform fee on completed transactions. The price shown on a listing is the price a buyer pays for the item, plus delivery: nothing else is added at checkout. Sellers set their own prices, and any VAT a seller owes on the goods is part of that price. Where Ulwa charges VAT on its own commission, that VAT is charged to the seller and never changes the price the buyer pays.

5. Returns & Disputes

There are two kinds of return. Ulwa does not pay the delivery cost of any return.

Faulty, damaged, wrong or not as described. The buyer may request a return within 7 days of delivery. The seller pays return delivery and either refunds the price of the item and the delivery fee paid on the order, or replaces the item with another of similar value. Used and refurbished items can only be returned under this heading.

Change of mind (new items only). The buyer may request a return within 3 days of delivery. The item must be unused, undamaged and in its original packaging with any tags. The buyer pays the delivery cost of sending it back to the seller after collection, and receives a refund of the price of the item only: the original delivery fee is not refunded.

No restocking fee is deducted from any refund. Where payment was held in escrow, it stays held until the return is resolved and the buyer is then either refunded or sent a replacement of similar value. Describe the problem clearly when you request a return; Ulwa may ask for photos or video. Items returned used, damaged by the buyer or altered may be refused.

A dispute must be opened within 7 days of delivery. Disputes are handled through our in-platform resolution process. Ulwa's decision on disputes is final.

6. Prohibited Conduct

You may not list counterfeit, illegal, or dangerous goods. You may not manipulate reviews, abuse promotions, or attempt to circumvent platform fees. Violations may result in account suspension.

7. Limitation of Liability

Ulwa is not liable for losses arising from buyer-seller disputes, payment failures, or force majeure events. Our total liability shall not exceed the value of the transaction in question.

8. Changes to Terms

We may update these Terms at any time. Continued use of the platform constitutes acceptance of the updated Terms.

9. Contact

For legal enquiries: hello@ulwa.co.ke