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User Terms of Service

Effective Date: 30 July 2026 · Version 2.1

These Terms of Service ("Terms") govern your access to and use of the Vyete platform ("Platform"), operated by Vyete Solutions ("Vyete", "we", "us"), a company registered in Kenya. By creating an account or placing an order you agree to be bound by these Terms.

What Vyete is, and isn't. Vyete is a platform that connects you with shops, brands, carriers, and experience providers. Vyete does not sell products (the Shop does), deliver orders (the Carrier does), or process or hold payment for a purchase or delivery: you pay the Shop and Carrier directly. These Terms govern your relationship with Vyete as a platform user. Your relationship with each Shop, Carrier, Brand, or Experience Provider is governed by their own terms and the platform-wide policies referenced throughout this document.

1. Eligibility

You must be at least 18 years of age to register for a Vyete account. By registering you represent that:

  • You are at least 18 years old, or have parental/guardian consent where the minimum age is lower under local law.
  • All registration information you provide is accurate, current, and complete.
  • You will maintain the accuracy of your information throughout your use of the Platform.

Vyete does not currently verify age at registration or otherwise. You remain responsible for meeting this requirement; Vyete may ask for your date of birth at a later point (see Privacy Policy §2.1).

2. Account Registration and Security

2.1 Registration

You must create an account to place orders. You agree to provide a valid email address and strong password, and to keep your credentials confidential. You are fully responsible for all activity that occurs under your account.

2.2 Account Sharing

Accounts are personal and non-transferable. You may not share your login credentials with any other person. Vyete will treat all activity on your account as your own.

2.3 Security Incidents

Notify Vyete immediately at [email protected] if you suspect any unauthorised access to or use of your account. Vyete will not be liable for losses arising from unauthorised use before you report an incident.

3. Ordering and Payments

3.1 Order Confirmation

Placing an order confirms your side of it; a binding contract with the Shop forms once the Shop accepts your order (or, for a sub-order from a specific Shop, once that Shop accepts it, an order with multiple Shops can result in some sub-orders proceeding and others not). Displaying a product on the Platform does not constitute an offer to sell.

3.2 Pricing

Prices are shown in the local currency inclusive of applicable VAT or sales tax unless explicitly stated otherwise. The Shop is responsible for the accuracy of its own pricing.

3.3 Payment

Vyete does not process, hold, or take a cut of your payment for a product purchase or its delivery fee: see the Payment Terms for what Vyete does and does not process. You pay the Shop directly, using whatever method you and the Shop agree (the methods a Shop accepts are shown at checkout). Where a delivery fee applies, you or the Shop pay the Carrier directly, per the Delivery Policy.

3.4 Order Cancellation

An order may be cancelled, in whole or for a specific Shop's sub-order, where:

  • A product is out of stock or discontinued.
  • A pricing or product description error is identified.
  • The order is suspected to be fraudulent.
  • The Shop does not respond to the order within the response window.

Since Vyete does not hold your payment, it has nothing to refund on cancellation. If you had already paid the Shop directly, the Shop must refund you in full without delay: see Refund & Returns Policy.

4. Delivery

4.1 Carrier Network

All deliveries are fulfilled by carriers verified under the Vyete Carrier Programme. Estimated delivery windows are provided at checkout and are indicative only; Vyete does not guarantee specific delivery times.

4.2 Delivery Address

You are responsible for providing a correct and complete delivery address. Vyete and its carriers are not liable for failed or delayed deliveries resulting from inaccurate address information.

4.3 Failed Delivery

If a delivery attempt fails and the parcel is returned, Vyete will contact you to arrange re-delivery. A re-delivery fee may apply. Uncollected parcels held for more than 14 days may be returned to the shop.

4.4 Risk and Title

Risk in goods passes to you on delivery. Title to goods passes once the Shop has received full payment from you directly.

5. Returns and Refunds

5.1 Right of Return

You may return eligible items within 14 calendar days of the delivery date. Items must be:

  • In their original, unused condition.
  • In original packaging with all labels and accessories included.
  • Accompanied by proof of purchase.

5.2 Exclusions

The right of return does not apply to:

  • Perishable goods (food, flowers, etc.).
  • Digital downloads or software once activated.
  • Customised or personalised products.
  • Unsealed hygiene or personal-care products.
  • Items damaged by misuse after delivery.

5.3 How to Initiate a Return

Initiate a return by contacting the Shop directly through Orders → Contact Shop. Arrange return shipping directly with the Shop.

5.4 Refund

Since Vyete never held your payment, the Shop refunds you directly once the returned item is received and inspected: see the Refund & Returns Policy for the platform-wide minimum standards Shops must follow, and what to do if a Shop doesn't cooperate.

6. Prohibited Conduct

When using the Platform you must not:

  • Violate any applicable law or regulation.
  • Infringe the intellectual property rights of Vyete, brands, shops, or other users.
  • Post false, misleading, or defamatory content in reviews or communications.
  • Attempt to reverse-engineer, decompile, or disrupt Platform systems.
  • Use bots, scrapers, or automated tools to access Platform content without permission.
  • Engage in or facilitate fraudulent transactions.
  • Harass, threaten, or abuse other users, shop operators, or carriers.
  • Create multiple accounts to circumvent bans or restrictions.

A violation of this section may result in suspension or termination of your account under §7.

7. Account Suspension and Termination

7.1 Suspension for Cause

Vyete may suspend your access to some or all of the Platform, temporarily or pending investigation, where we reasonably believe you have:

  • Violated §6 (Prohibited Conduct) or any other provision of these Terms;
  • Violated the User Content Guidelines, Acceptable Use Policy, or any other platform-wide policy referenced in these Terms;
  • Engaged in conduct that creates risk or possible legal exposure for Vyete, other users, shops, brands, or carriers; or
  • Been the subject of a fraud, chargeback, or payment-dispute pattern indicating misuse of the Platform.

Where reasonably practicable, Vyete will tell you why your account was suspended and give you the opportunity to respond before, or shortly after, the suspension takes effect. For conduct posing an immediate risk to other users or to the Platform's integrity, Vyete may suspend first and notify you afterwards.

A suspended account cannot place new orders, post content, or message other users. It is not deleted, and does not by itself cancel an order you already placed.

7.2 Termination for Cause

Vyete may terminate (rather than merely suspend) your account where:

  • An issue that led to suspension under §7.1 is not resolved within a reasonable period after you were notified;
  • The underlying conduct is serious enough on its own (fraud, threats to another person's safety, or repeated evasion of a suspension or ban) to warrant termination without a prior suspension; or
  • You no longer meet the eligibility requirements in §1.

7.3 Termination for Convenience

Either you or Vyete may close your account for any reason, without needing to show cause, on 30 days' written notice (by email to your registered address, or by prominent notice within the Platform). Vyete will not use this right to defeat a right you would otherwise have under these Terms: for example, while a dispute or return window involving your account is still open.

7.4 Effect of Suspension or Termination on Your Data

  • Suspension does not delete your account or any data associated with it.
  • Termination for cause (§7.2) disables your ability to log in immediately. It is not the same as account deletion: your data is retained for as long as necessary for the purposes described in the Privacy Policy (including fraud prevention, resolving disputes, and any applicable financial record-keeping obligation). You may still exercise your erasure and other data rights under the Data Rights Request Procedure, subject to the same exemptions described there.
  • Termination for convenience (§7.3), whether initiated by you or by Vyete, is treated as an erasure request and follows the process described in the Data Rights Request Procedure, including its 21-day grace period and cancellation option.
  • An order you placed before suspension or termination is not automatically cancelled. You remain bound by your existing contract with the Shop and, where applicable, the Carrier for that order.

7.5 Appeal

If you believe your account was suspended or terminated in error, contact [email protected] with your account details and the reason you believe the decision was wrong. Vyete will review and respond within 10 business days.

7.6 Closing Your Own Account

You can close your account at any time from Settings → Account → Delete Account, or by following the Data Rights Request Procedure. This is treated as an erasure request under the Privacy Policy: see §7.4 above.

8. User Content

You retain ownership of any reviews, photos, or other content you submit to the Platform ("User Content"). By submitting User Content you grant Vyete a non-exclusive, royalty-free, worldwide licence to display, reproduce, and distribute that content in connection with the Platform.

You represent that your User Content does not violate any third-party rights and complies with the User Content Guidelines.

9. Consumer Rights

Nothing in these Terms limits or excludes rights you have as a consumer under applicable law (including the Kenya Consumer Protection Act, 2012, and, where applicable to you, equivalent protections under the law of your own country of residence), such as rights to goods of satisfactory quality, fitness for purpose, and correspondence with description.

10. Intellectual Property

The Platform, its design, software, trademarks, and all content produced by Vyete are the exclusive property of Vyete or its licensors. You may not reproduce, distribute, or create derivative works from any part of the Platform without Vyete's express written consent.

11. Limitation of Liability

To the fullest extent permitted by applicable law:

  • Vyete's total liability for any single claim arising from these Terms is limited to the value of the order giving rise to that claim.
  • Vyete is not liable for indirect, consequential, special, or punitive damages.
  • These limitations do not apply to liability for personal injury caused by negligence, fraud, or any other matter that cannot be excluded by law.

12. Governing Law and Disputes

These Terms are governed by the laws of the Republic of Kenya. Any dispute that cannot be resolved amicably will be referred to the competent courts of Kenya. Where available, you may also use an approved Alternative Dispute Resolution (ADR) provider. If you are resident outside Kenya, this clause does not remove any mandatory consumer-protection right you hold under the law of your own country of residence.

13. Changes to These Terms

Vyete may update these Terms from time to time. Material changes will be communicated by email or prominent in-Platform notice at least 14 days before they take effect. Continued use of the Platform after the effective date constitutes acceptance of the revised Terms.

14. Contact

For questions about these Terms contact [email protected].