Vendor Service Agreement

1. Vendor Eligibility

To join Mushanai, you must:

• Sell locally made Zimbabwean products;
• Provide real product photos of your own work;
• Submit your brand name, social media handles, and product samples;
• Be approved by the Mushanai admin team.

Mushanai may reject any vendor that does not meet platform standards.

2. Vendor Responsibilities

You are fully responsible for:

• Communicating with customers;
• Preparing, packaging, and delivering orders;
• Providing realistic delivery timelines;
• Uploading accurate product information;
• Maintaining professional customer service.

Mushanai does not deliver goods or handle customer payments.

3. Customer Payments

Payments are made directly to you (the vendor).
You may offer any of the following payment methods:

• EcoCash
• Innbucks
• OneMoney
• Bank Transfer
• Cash on Delivery (COD)

Mushanai only displays your payment methods; it does not collect or control funds.

4. Commission Payment

Mushanai does not auto-deduct commission.
You must pay Mushanai the agreed commission within 48 hours after completing each order.

Failure to pay commission may lead to:

• Suspension, or
• Removal from the platform.

5. Subscription Plans (Optional)

Vendors may choose between:

• Commission-based plan, or
• Subscription plan (fixed monthly fee, no commissions)

Plan details appear on the Pricing Page.

6. Product Authenticity

All items listed must:

• Be locally made;
• Match the photos displayed;
• Be genuine and not copied from other brands;
• Not use stolen images.

Fake or misleading products result in immediate removal.

7. Customer Protection

To protect customers:

• You must respond to messages within 24 hours.
• Delivery dates must be honoured.
• If delays occur, you must notify the customer immediately.
• If you fail to deliver without clear communication, you may be fined and/or removed.
• Refunds for failed orders must be issued directly by you.

8. Disputes

If a customer reports an issue, Mushanai may request proof of:

• Payment
• Delivery
• Chats
• Receipts

If the vendor is at fault, they must resolve the issue and may receive penalties.
Repeated issues = removal.

9. Vendor Conduct

Vendors must:

• Communicate professionally
• Not harass customers
• Not engage in scams or dishonest behaviour
• Keep customer information confidential

10. Account Suspension or Removal

Mushanai may suspend or remove vendors for:

• Failure to deliver orders
• Consistent customer complaints
• Misleading products
• Failure to pay commission
• Violating platform rules

No refunds are given for subscription fees if removed for misconduct.

11. Agreement Changes

Mushanai may update this Agreement. Vendors will be notified of major changes.

12. Acceptance

By using Mushanai, you agree to all terms above.