Terms & Policies

All buyer payments are securely held in escrow by eCity Marketplace until an order has been successfully delivered or collected and verified.

Delivery may be verified using one or more of the following methods:

• eCity Marketplace QR code verification.
• Tracking numbers and delivery confirmations from approved shipping or courier companies.
• Delivery confirmations submitted by authorized delivery partners.
• Electronic proof of delivery, signatures, timestamps, photographs, or any other verification methods approved by eCity Marketplace.

eCity Marketplace may rely on one or more of these verification methods when determining whether an order has been successfully fulfilled.

Sellers do not receive payment while an order is pending, in transit, awaiting collection, under review, or involved in a dispute.

eCity Marketplace reserves the right to delay seller payouts while verifying deliveries, reviewing payment security, investigating disputes, or preventing fraud.

Once an order has been verified as successfully completed and any applicable review period has ended, the seller's earnings become available in their eCity Marketplace Wallet.

Sellers may request withdrawals to their registered bank account at any time.

Withdrawal requests are reviewed before payment and may require identity verification or confirmation of banking information.

eCity Marketplace may temporarily hold payouts where fraud, suspicious activity, policy violations, chargebacks, or unresolved disputes are under investigation.

The eCity Marketplace Wallet stores:

• Seller earnings
• Buyer refunds
• Wallet credits
• Promotional credits

Wallet balances may be used to purchase products and services available through eCity Marketplace.

Where permitted by eCity Marketplace, available wallet balances may also be withdrawn to a verified bank account.

If an order cannot be delivered because of seller error, inventory shortages, shipment failure, or failure to fulfil the order, the buyer will receive a credit to their eCity Marketplace Wallet equal to the value of the affected item(s) and any applicable shipping charges.

The non-refundable platform fee described below will still apply unless otherwise required by law.

A non-refundable platform fee equal to 25% of every completed payment is charged to cover payment processing, fraud prevention, marketplace operations, technology infrastructure, customer support, and related operating costs.

Except where prohibited by applicable law or required by a payment provider, this fee is non-refundable, including in cases involving:

• Order cancellations
• Failed deliveries
• Buyer disputes
• Chargebacks
• Wallet credits
• Refund requests
• Voluntary cancellations by buyers or sellers

Buyers and sellers may submit disputes through eCity Marketplace if they believe an order was not completed correctly.

During an active dispute:

• Funds may remain in escrow.
• Seller payouts may be delayed.
• eCity Marketplace may request additional information from either party.

Evidence considered during a dispute may include:

• QR code scan records
• Courier tracking numbers
• Shipping company tracking history
• Delivery confirmations
• Proof of collection
• Timestamps
• GPS or location information where available
• Photographs
• Signatures
• Communication between buyer and seller
• Any other information considered relevant

Tracking information provided by recognized shipping or courier companies, together with eCity Marketplace's QR verification system, may be used to determine whether an order has been successfully delivered.

Following its review of the available evidence, eCity Marketplace will determine the outcome of the dispute. Unless otherwise required by applicable law, that decision is final.

If a payment is disputed through a bank, card issuer, or payment provider, eCity Marketplace may immediately place the related transaction under review.

Associated wallet balances, escrow funds, or seller payouts may be temporarily frozen while the chargeback is investigated.

Users who repeatedly submit fraudulent, abusive, or dishonest chargebacks may have their accounts suspended or permanently terminated.

eCity Marketplace reserves the right to recover losses resulting from fraudulent chargebacks where permitted by law.

Orders may only be cancelled before processing begins unless otherwise approved by eCity Marketplace.

Once an order has entered processing, shipment, or delivery, cancellation may no longer be possible.

Approved cancellations will be handled in accordance with these Terms & Policies.

Orders awaiting customer collection must be collected within the timeframe communicated by the seller or delivery partner.

If the buyer fails to collect the order after reasonable notification attempts, the order may be considered abandoned.

In such cases:

• The order may be returned to the seller.
• Storage, handling, or return fees may apply.
• The buyer may lose eligibility for a refund or wallet credit where the failure to collect was the buyer's responsibility.
• The platform fee remains non-refundable.

Sellers agree to:

• Provide accurate product descriptions.
• Maintain accurate inventory.
• Fulfil accepted orders promptly.
• Properly package products.
• Use eCity Marketplace's QR and tracking systems where required.
• Provide accurate courier tracking information when using third-party shipping companies.
• Comply with all applicable laws and regulations.

Repeated late shipments, inaccurate listings, non-delivery, policy violations, or misuse of the platform may result in listing removal, payout delays, suspension, or permanent account termination.

Buyers agree to:

• Provide accurate delivery and contact information.
• Be available to receive deliveries where applicable.
• Present required QR verification during collection when requested.
• Cooperate with delivery verification procedures.
• Report disputes honestly and in good faith.

Fraudulent claims, abuse of the dispute process, or attempts to obtain goods or refunds dishonestly may result in account suspension or permanent termination.

The following may not be sold through eCity Marketplace:

• Illegal goods
• Counterfeit products
• Stolen property
• Hazardous materials
• Controlled or prohibited items
• Products that infringe intellectual property rights
• Fraudulent or misleading listings
• Any product prohibited by applicable law or eCity Marketplace policies

eCity Marketplace reserves the right to remove listings without prior notice.

eCity Marketplace may suspend, restrict, or permanently terminate any account that:

• Commits fraud or attempted fraud.
• Violates these Terms & Policies.
• Repeatedly fails to fulfil orders.
• Misuses the QR or tracking systems.
• Manipulates reviews, payments, deliveries, or disputes.
• Uses the platform for unlawful purposes.

During an investigation, access to listings, wallet balances, withdrawals, and other marketplace services may be temporarily restricted.

eCity Marketplace collects only the information reasonably necessary to operate the marketplace, including:

• Account information
• Contact information
• Delivery information
• Payment information
• Transaction history
• QR verification records
• Shipping and tracking information

Information is shared only with payment processors, shipping providers, delivery partners, service providers, or government authorities where required by law or necessary to complete marketplace services.

eCity Marketplace provides a platform that connects buyers, sellers, and delivery providers.

Except where required by applicable law, eCity Marketplace is not responsible for:

• Product quality or defects.
• Seller warranties.
• Manufacturer warranties.
• Delays caused by shipping companies or delivery partners.
• Incorrect delivery information provided by buyers or sellers.
• Service interruptions caused by circumstances beyond our reasonable control.
• Indirect, incidental, special, or consequential damages arising from the use of the marketplace.

To the fullest extent permitted by law, the maximum liability of eCity Marketplace for any claim arising from a transaction shall not exceed the amount paid for the affected order.

eCity Marketplace may update these Terms & Policies at any time.

The Last Updated date indicates when these Terms were most recently revised.

Continued use of eCity Marketplace after changes become effective constitutes acceptance of the updated Terms & Policies.

Questions regarding these Terms & Policies may be submitted through the official customer support channels provided on eCity Marketplace.