Seller & Dispute Rules

1. Becoming a seller

Every seller must register with a real, verifiable identity document (national ID, passport or business registration number) before their store can go live. Seller applications are reviewed by Vendra before approval. Each person may operate one store, and store names must not impersonate other businesses or Vendra itself.

2. Listing standards

• Listings must be accurate: honest descriptions, real photos, and the price you actually intend to charge.
• Stock levels must be kept up to date. Repeatedly selling items you do not have is a breach of these rules.
• Counterfeit, prohibited, unsafe, stolen or illegal goods are banned. This includes unlicensed medicines and weapons.
• One listing per product. Duplicate or keyword-stuffed listings may be removed.

3. Fulfilment obligations

When you accept an order you must deliver the goods described, in good condition, within the delivery time shown on your listing. You must respond to buyer messages and return requests promptly, and honour any refund approved under the Returns Policy. Repeated failures to deliver or communicate may lead to your store being suspended.

4. Fees and payments

Selling on Vendra may attract a platform fee, which is shown to you before you publish a listing and before you receive a payout. You are responsible for paying any taxes owed on your sales as required by ZIMRA, and you must keep your payment details accurate.

5. Enforcement

Vendra may warn, suspend or permanently close a store for breaching these rules, our Terms of Service or the law. Serious or repeated breaches (fraud, counterfeit goods, harassment) may also lead to your account being closed and a report to the relevant authorities. Suspended sellers are notified with the reason and may contact us to appeal.

6. Refunds

Buyers can return items within 14 days of delivery if they arrive damaged, defective or materially different from the listing, and under section 53 of the Consumer Protection Act they may cancel an electronic transaction within seven days of receiving the goods. Refunds are processed within 5 business days of the seller receiving the returned item. See our Returns Policy for full details.

7. Disputes

1. Talk to the seller first. Open the dispute from your orders page and message the seller directly. Most issues are resolved at this step.
2. Escalate to Vendra. If the seller has not resolved the issue within 10 days, contact us at support@vendra.co.zw with your order number and we will investigate and mediate.
3. Final review.Where the parties cannot agree, a Vendra administrator reviews the evidence (listing, messages, delivery records) and issues a decision. If the buyer is found to be owed a refund, it is issued from the seller's funds or by Vendra's Buyer Protection.
4. Statutory escalation. Nothing here stops you from taking your dispute to the Consumer Protection Commission or another competent court or authority in Zimbabwe.