User Agreement

Last updated: 2026. This is a placeholder agreement provided for launch purposes and has not been reviewed by a lawyer — please replace it with reviewed legal text before relying on it.

1. Acceptance of these terms
By creating an account with 5West Connect Company Limited ("5West Connect", "we", "us"), whether as a client or as a merchant, you agree to be bound by this User Agreement. If you do not agree, do not create an account or use the site.

2. Accounts
You must provide accurate, current information when registering and keep it up to date. You're responsible for activity on your account and for keeping your login credentials secure. We may suspend or terminate accounts that provide false information, violate this agreement, or are used for fraudulent or unlawful activity.

3. Client orders and payments
Placing an order is an offer to purchase at the listed price, subject to our acceptance and confirmation of payment. Prices are shown in USD unless stated otherwise and may change without notice; the price at checkout applies to that order. Manual payment methods (bank transfer, mobile money, Alipay, Chipper Cash, M-Pesa) are confirmed by our team after review of the reference/proof you submit, which may take time. We are not responsible for delays caused by your payment provider.

4. Shipping and delivery
Shipping timelines and costs are estimates and depend on the sourcing location, carrier, customs clearance, and destination. We'll provide tracking where available, but we are not liable for delays, damage, or loss caused by carriers, customs authorities, or events outside our reasonable control.

5. Merchant accounts and listings
Merchant accounts require staff review and approval before activation, and every product listing (new or edited) is reviewed before it appears in the catalogue. As a merchant, you confirm that you have the right to sell the products you list, that your listings are accurate (description, price, stock, images), and that your goods comply with applicable laws. We may reject or remove a listing, or suspend a merchant account, at our discretion — including for misrepresented goods, prohibited items, or repeated policy violations.

6. Prohibited items and conduct
You may not use 5West Connect to list, source, or ship counterfeit goods, illegal items, or goods that infringe someone else's intellectual property. You may not misuse the platform to harass other users, attempt to bypass our review processes, or interfere with the site's normal operation.

7. Cancellations and refunds
Orders may be cancelled before they enter processing; once sourcing or shipping has begun, cancellation may not be possible or may be subject to a cancellation charge covering costs already incurred. Refunds for confirmed payments are handled case-by-case — contact us through your account if something's gone wrong with an order.

8. Communications
We'll send you account, order, and payment notifications by email and keep a copy in your account's Mail inbox. You're responsible for providing a working email address and checking it (including spam folders).

9. Limitation of liability
To the fullest extent permitted by law, 5West Connect is not liable for indirect, incidental, or consequential damages arising from your use of the site, orders, or merchant listings. Nothing in this agreement excludes liability that cannot be excluded under applicable law.

10. Changes to this agreement
We may update this agreement from time to time; continued use of your account after an update means you accept the revised terms. Material changes will be reflected here with an updated date.

11. Contact
Questions about this agreement can be sent through the contact details in the site footer.