Terms of Service

By creating an account, browsing, placing an order, listing products, or delivering for Tonoa, you agree to these Terms of Service and our Privacy Policy. If you do not agree, do not use the platform.

Tonoa is a marketplace that connects customers with independent vendors and delivery partners. Unless we say otherwise, we do not sell products ourselves and are not a party to the sale between you and a vendor.

You must be able to form a binding contract under the laws of Ghana to use Tonoa. Vendors and couriers must also meet any age, licensing, or onboarding requirements we publish during application.

• Provide accurate registration and profile information, and keep it up to date.
• Keep login credentials and verification codes confidential.
• You are responsible for activity under your account.
• We may suspend or close accounts that are inaccurate, abusive, fraudulent, or that violate these Terms.

Customers may browse catalogues, place orders, pay, track delivery, leave reviews, and raise disputes through the tools we provide.

Vendors may apply to sell, manage stores and inventory, fulfil accepted orders, and receive payouts subject to our partner rules and settlement schedule.

Delivery partners may apply to deliver, accept assigned jobs, and receive earnings subject to courier programme rules.

Partner acceptance is not guaranteed. We may approve, reject, suspend, or terminate partner access at our discretion where needed to protect users, quality, or legal compliance.

• Product descriptions, prices, availability, and fulfilment estimates are provided by vendors or generated from platform data and may change.
• An order is an offer to buy. Acceptance occurs when the vendor (or Tonoa on their behalf) confirms the order in the system.
• You authorise us and our payment processors to charge the payment method you select for the order total, including applicable fees, delivery charges, taxes, and adjustments.
• Promotional codes and discounts are subject to their stated rules and may be withdrawn if misused.
• If payment fails, is reversed, or is suspected of fraud, we may cancel the order and restrict the account.

Delivery windows are estimates. Delays can occur due to traffic, weather, vendor readiness, address issues, or high demand. You must provide a reachable address and contact details.

Perishable and frozen items require timely receipt. If nobody is available to receive an order and we cannot safely complete delivery, we may attempt redelivery, leave the order with an authorised recipient where permitted, or cancel and handle refunds according to our policies and the circumstances.

Cancellation and refund eligibility depends on order status, product type, and the reason for the request. Quality issues, missing items, or failed deliveries should be reported promptly through in-app tools so we can investigate with the vendor or courier.

We may mediate disputes, issue partial or full refunds, arrange replacements, or take other remedial action. Our decision on platform credits or refunds does not limit rights you may have under applicable consumer law.

You agree not to:

• Break any applicable law or infringe others' rights.
• Post false, harmful, or misleading content, listings, or reviews.
• Interfere with platform security, scraping protections, or payment systems.
• Use Tonoa to launder money, commit fraud, or sell prohibited goods.
• Harass customers, vendors, couriers, or staff.
• Circumvent fees, ratings, or account restrictions.

Tonoa branding, software, layout, and platform content are owned by us or our licensors. Vendors retain rights in their own product content but grant us a licence to host, display, and promote listings on the marketplace. You may not copy or reuse our materials without permission, except as allowed by law.

The platform may integrate payment processors, maps, messaging, analytics, and other providers. Their terms and privacy practices apply to their services. We are not responsible for independent vendor or courier acts beyond our obligations as a marketplace operator under these Terms and applicable law.

The service is provided on an "as is" and "as available" basis. To the fullest extent permitted by law, we disclaim warranties not expressly stated here, including uninterrupted availability or that goods will meet every expectation.

To the fullest extent permitted by Ghanaian law, Tonoa and its affiliates are not liable for indirect, incidental, special, consequential, or punitive damages, or for lost profits, data, or goodwill, arising from your use of the platform. Our aggregate liability for claims relating to the service is limited to the greater of (a) amounts you paid to us in fees (excluding product cost paid through to vendors) in the three months before the claim, or (b) GHS 500, except where liability cannot be limited by law (including for death or personal injury caused by negligence, or fraud).

You will defend and indemnify Tonoa against claims, losses, and expenses (including reasonable legal fees) arising from your misuse of the platform, your content, your breach of these Terms, or your violation of law or third-party rights—except to the extent caused by our wilful misconduct.

We may update these Terms from time to time. Material changes will be posted on this page with an updated date. Continued use after changes take effect constitutes acceptance. Either party may stop using or providing the service; surviving provisions (including liability limits, indemnity, and intellectual property) remain in force.

These Terms are governed by the laws of the Republic of Ghana. Courts in Ghana have exclusive jurisdiction, subject to any mandatory consumer protections that apply to you.

For questions about these Terms, contact Tonoa through the Contact option on our website or via in-app support.