Terms & Conditions

Welcome to Shop9ja. By creating an account or placing an order — whether with Shop9ja Grocery directly or with an independent vendor on the marketplace — you agree to these terms.

1. USING SHOP9JA
You must be able to form a legally binding contract to use Shop9ja (in the UK, generally 18 or over, or shopping with a parent/guardian's permission). You agree not to use the platform for any unlawful purpose, and not to attempt to disrupt, hack, or introduce malicious code into the site or app.

2. ORDERS & THE MARKETPLACE
Shop9ja Grocery items are sold directly by Shop9ja. Every other product, service or booking on the marketplace is sold by an independent vendor, who is responsible for the accuracy of their own listings, fulfilling their own orders, and providing their own customer service — though Shop9ja's support team is always available if a vendor doesn't resolve an issue. Prices, availability and product descriptions may change without notice, and we reserve the right to limit order quantities or cancel an order (with a full refund) if something is priced or listed in error.

3. PAYMENTS
We accept card payments (including Apple Pay and Google Pay), PayPal, and Shop9ja Credit. Card payments are processed securely by Stripe; we never store your full card details.

4. CANCELLATIONS, REFUNDS & RETURNS
If you are a consumer buying at a distance, you have a legal right to change your mind within 14 days of receiving your goods, and to cancel a service within 14 days of ordering it. You do not need a reason. A few things are excluded by law — mainly food that spoils quickly, goods made to your specification, and goods sealed for health or hygiene once you have opened them.

Separately, and in addition, if something arrives faulty, damaged or not as described, you have rights under the Consumer Rights Act 2015 — including a 30-day right to reject and get your money back. Those rights apply to food as well, including fresh and frozen items.

To use either, open the order in the app and tap Request a refund. Refunds go back to your original payment method, or to your Shop9ja Credit balance for wallet-paid orders. Service bookings can be cancelled from the booking itself and follow the cancellation window the provider shows at the time of booking.

Nothing in these terms reduces those legal rights, and a vendor's own returns policy cannot reduce them either. The full detail is on the Returns page.

5. VENDOR ACCOUNTS
Vendors selling on the marketplace agree to Shop9ja's commission on each sale (shown to vendors before they list), to fulfil orders and bookings promptly, and to resolve customer issues in good faith. Shop9ja may suspend a vendor's account for repeated non-fulfilment, policy violations, or fraudulent activity. See our Vendor Guide for full details.

6. YOUR ACCOUNT
You're responsible for keeping your account details accurate and your password secure, and for any activity that happens under your account.

7. LIMITATION OF LIABILITY
Shop9ja provides the platform "as is." While we work hard to keep listings accurate and vendors accountable, we can't guarantee every listing is error-free, and our liability is limited to the amount you paid for the relevant order, to the extent permitted by law.

8. CHANGES TO THESE TERMS
We may update these terms as the platform evolves — continued use of Shop9ja after a change means you accept the updated terms.

9. GOVERNING LAW
These terms are governed by the laws of England and Wales.

10. CONTACT
Questions about these terms: info@shop9ja.co.uk or 0161 563 0966.