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Terms of Service

Effective Date: January 2025 · Last Updated: February 2026

1. Agreement to Terms

These Terms of Service ("Terms") constitute a legally binding agreement between you ("User," "you," or "your") and Snrael ("Snrael," "we," "us," or "our"), the operator of the website located at snrael.com and all associated subdomains, applications, and services (collectively, the "Platform").

By accessing or using the Platform in any capacity — whether as a merchant creating a store, a customer making a purchase, or a visitor browsing — you acknowledge that you have read, understood, and agree to be bound by these Terms, together with our Privacy Policy, Acceptable Use Policy, and any other policies referenced herein. If you do not agree to these Terms, you must immediately cease all use of the Platform.

These Terms apply to all users of the Platform, including without limitation merchants, customers, visitors, contributors, and any other person who accesses or uses the Platform.

2. Description of Service

Snrael is a multi-tenant e-commerce platform that enables merchants to create online stores, list products and services, process orders, and accept payments from customers in Ghana and beyond.

2.1 Platform Provider, Not Seller

Snrael is a technology platform that facilitates transactions between merchants and customers. Snrael is not a party to any transaction between merchants and customers. We do not own, sell, resell, furnish, provide, manage, or control any of the products or services listed on the Platform. Merchants are independent operators solely responsible for their products, pricing, fulfillment, and customer service.

2.2 Core Services

The Platform provides the following services:

  • Store Creation: Merchants can create branded storefronts accessible via subdomains (e.g., yourstore.snrael.com).
  • Product Listing: Tools for uploading product information including descriptions, images, pricing, variants, and inventory management.
  • Order Processing: End-to-end order management including creation, status tracking, and fulfillment workflows.
  • Payment Processing: Integration with Hubtel for Mobile Money payments (MTN MoMo, Vodafone Cash, AirtelTigo Money), card payments, and cash-on-delivery options.
  • Merchant Dashboard: Analytics, store management, order tracking, and business tools.

3. Eligibility and Account Registration

3.1 Age and Legal Capacity

You must be at least eighteen (18) years of age and possess the legal capacity to enter into a binding contract under the laws of the Republic of Ghana to use the Platform. By creating an account, you represent and warrant that you meet these requirements. If you are registering on behalf of a business entity, you further represent that you have the authority to bind that entity to these Terms.

3.2 Account Information

You agree to provide accurate, current, and complete information during the registration process and to update such information to keep it accurate, current, and complete. Providing false, misleading, or outdated information constitutes a breach of these Terms and may result in immediate termination of your account.

3.3 Phone-Based Authentication

The Platform uses phone number-based authentication as the primary method of identity verification. You must provide a valid Ghanaian mobile phone number in the format +233XXXXXXXXX. Account access is secured through One-Time Password (OTP) verification sent via SMS. You are responsible for maintaining the security of your phone number and must immediately notify Snrael if your phone number changes or is compromised.

3.4 Merchant Verification

Merchants may be required to complete additional verification steps, including but not limited to Ghana Card verification, business registration documentation, and Tax Identification Number (TIN) submission. Snrael reserves the right to request additional documentation at any time and to suspend or terminate merchant accounts that fail to complete verification within the required timeframe.

3.5 Account Security

You are solely responsible for all activities that occur under your account. You must not share your account credentials or allow any third party to access your account. You agree to notify Snrael immediately of any unauthorized use of your account or any other breach of security. Snrael shall not be liable for any loss arising from unauthorized use of your account.

4. Merchant Terms

The following terms apply specifically to Users who create and operate stores on the Platform ("Merchants").

4.1 Store Creation and Operation

Merchants may create one or more stores on the Platform, subject to their subscription plan limits. Each store receives a unique subdomain (e.g., yourstore.snrael.com). Merchants are fully responsible for all content, products, and activities within their stores, including compliance with applicable laws and regulations.

4.2 Product Listing Accuracy

Merchants must ensure that all product listings are accurate, complete, and not misleading. This includes but is not limited to:

  • Accurate product descriptions, specifications, and images
  • Correct pricing in Ghana Cedis (GHS), inclusive of all applicable taxes and fees
  • Accurate inventory levels and product availability
  • Clear disclosure of any product conditions, defects, or limitations
  • Compliance with all applicable consumer protection laws, including the Consumer Protection Act

4.3 Order Fulfillment Obligations

Merchants are solely responsible for fulfilling orders placed through their stores in a timely and professional manner. This includes:

  • Processing and shipping orders within the timeframes advertised on their stores
  • Providing accurate delivery estimates and tracking information where available
  • Communicating promptly with customers regarding order status, delays, or issues
  • Handling returns, refunds, and exchanges in accordance with their stated policies and applicable law
  • Maintaining adequate stock levels to fulfill accepted orders

4.4 Prohibited Products and Services

Merchants must not list any products or services that are prohibited under our Acceptable Use Policy, which is incorporated into these Terms by reference. Snrael reserves the right to remove any listing and suspend or terminate any merchant account that violates the Acceptable Use Policy without prior notice.

4.5 Subscription Fees and Billing

Merchants are required to subscribe to a paid plan to access Platform features. Subscription details are as follows:

  • Subscription fees are billed on a recurring basis (monthly or annually) according to the selected plan
  • Auto-Renewal: Subscriptions automatically renew at the end of each billing period via Mobile Money unless cancelled before the renewal date
  • Fees are charged in Ghana Cedis (GHS) and processed through Hubtel Mobile Money
  • All fees are exclusive of applicable taxes, which the Merchant is responsible for
  • Snrael reserves the right to change subscription pricing with at least thirty (30) days' notice before the next billing cycle

4.6 Payouts

Payments collected from customers on behalf of merchants will be disbursed according to the applicable payout schedule, less any applicable platform fees, transaction fees, and deductions. Snrael reserves the right to hold payouts in the following circumstances:

  • Pending resolution of customer disputes or chargebacks
  • Suspected fraudulent activity on the merchant's account or related transactions
  • Outstanding fees or amounts owed to Snrael
  • Compliance investigations or requests from regulatory authorities
  • Failure to complete required verification steps

4.7 Tax Responsibility

Merchants are solely responsible for determining, collecting, reporting, and remitting all applicable taxes, including but not limited to Value Added Tax (VAT), income tax, and any other taxes or levies imposed by the Ghana Revenue Authority (GRA) or any other governmental authority. Snrael does not provide tax advice and is not responsible for any Merchant's tax obligations.

5. Customer Terms

The following terms apply specifically to Users who purchase products or services through the Platform ("Customers").

5.1 Relationship with Merchants

When you make a purchase through the Platform, your contract of sale is with the Merchant, not with Snrael. Snrael facilitates the transaction but is not a party to the sale. Product quality, accuracy of descriptions, fulfillment, delivery, warranties, and after-sale support are the sole responsibility of the Merchant. While Snrael may assist in facilitating dispute resolution, we are not obligated to resolve disputes between Customers and Merchants.

5.2 Payment Methods

The Platform supports the following payment methods for customer purchases:

  • Mobile Money: MTN Mobile Money (MoMo), Vodafone Cash, and AirtelTigo Money
  • Card Payments: Visa and Mastercard (where supported by the Merchant)
  • Cash on Delivery (COD): Where offered by the Merchant

All prices displayed on the Platform are in Ghana Cedis (GHS) unless otherwise stated. By making a payment, you authorize the applicable charge to your selected payment method.

5.3 Delivery Information

You are responsible for providing accurate and complete delivery information, including your phone number, delivery address, region, and any relevant landmarks. Given the nature of addressing in Ghana, providing a clear landmark description is critical to successful delivery. Snrael and Merchants shall not be liable for failed or delayed deliveries resulting from inaccurate or incomplete delivery information provided by the Customer.

5.4 Dispute Process

If you have a dispute regarding a purchase, you should first attempt to resolve the matter directly with the Merchant. If you are unable to reach a resolution, you may contact Snrael support at support@snrael.com to request assistance. Snrael may, at its sole discretion, mediate disputes but is not obligated to do so. Any resolution facilitated by Snrael is not a guarantee or admission of liability.

6. Subscription and Billing

6.1 Plan Tiers

Snrael offers multiple subscription plan tiers, each with varying features, limits, and pricing. Details of current plans, including product limits, order limits, staff accounts, and available features, are published on the Platform and may be updated from time to time. Merchants are bound by the limits of their selected plan tier.

6.2 Auto-Renewal

All subscriptions automatically renew at the end of each billing period at the then-current rate for the selected plan. Renewal payments are processed via Mobile Money through Hubtel. You authorize Snrael to initiate recurring charges to your designated Mobile Money account. You may cancel auto-renewal at any time through your merchant dashboard prior to the next billing date.

6.3 Grace Period and Suspension

If a subscription payment fails, the Merchant will be granted a grace period of seven (7) days during which the store remains active and the Merchant may update their payment information and retry the payment. If payment is not received within the grace period, the Merchant's store will be suspended. During suspension:

  • The store will be inaccessible to customers and will not appear in search results
  • No new orders can be placed
  • The Merchant retains access to the dashboard to manage existing orders and update payment information
  • Store data is retained for a reasonable period, after which it may be deleted in accordance with our data retention policies

6.4 Cancellation

Merchants may cancel their subscription at any time. Upon cancellation:

  • The subscription remains active until the end of the current billing period
  • No prorated refunds will be issued for any unused portion of the billing period
  • The Merchant must fulfill all pending orders before the subscription expires
  • After expiration, the store will be deactivated and will no longer be accessible to customers

7. Intellectual Property

7.1 Platform Intellectual Property

The Platform, including its design, source code, functionality, trademarks, logos, user interface, and all other proprietary elements, is the exclusive property of Snrael and is protected by applicable intellectual property laws of the Republic of Ghana and international treaties. No right, title, or interest in or to the Platform is transferred to you by these Terms. You may not copy, modify, distribute, sell, or lease any part of the Platform, nor may you reverse-engineer or attempt to extract the source code of the Platform.

7.2 Merchant Content

Merchants retain ownership of all content they upload to the Platform, including product descriptions, images, store branding, and other materials ("Merchant Content"). By uploading Merchant Content, you grant Snrael a non-exclusive, worldwide, royalty-free, sublicensable license to use, display, reproduce, modify, and distribute such content solely for the purposes of operating, promoting, and improving the Platform. This license survives termination of your account solely to the extent necessary to wind down services (e.g., processing pending orders).

7.3 Intellectual Property Complaints and Takedown

Snrael respects the intellectual property rights of others and expects its users to do the same. If you believe that content on the Platform infringes your intellectual property rights, you may submit a takedown request to support@snrael.com with the following information:

  • Identification of the copyrighted work or intellectual property claimed to have been infringed
  • Identification of the material that is claimed to be infringing and its location on the Platform
  • Your contact information (name, address, phone number, email)
  • A statement that you have a good faith belief that the use of the material is not authorized by the IP owner
  • A statement, under penalty of perjury, that the information in the notice is accurate and that you are the IP owner or authorized to act on their behalf

Upon receipt of a valid takedown request, Snrael will promptly investigate, remove or disable access to the allegedly infringing material, and notify the affected merchant. Merchants may submit a counter-notice if they believe the takedown was made in error.

8. Prohibited Conduct

You agree not to engage in any of the following prohibited activities:

  • Fraud: Engaging in fraudulent transactions, misrepresenting your identity, creating fake orders, manipulating reviews, or engaging in any deceptive practices
  • Unauthorized Access: Accessing or attempting to access accounts, systems, or data that you are not authorized to access, including other users' accounts or Snrael's internal systems
  • Scraping and Automated Access: Using bots, scrapers, crawlers, or other automated tools to access, collect, or index data from the Platform without Snrael's express written consent
  • Harassment: Harassing, threatening, intimidating, or abusing any user of the Platform, including merchants, customers, and Snrael staff
  • Multiple Accounts: Creating or maintaining multiple accounts for the purpose of evading enforcement actions, circumventing Platform limits, or engaging in deceptive practices
  • Circumventing Security: Attempting to bypass, disable, or interfere with any security features of the Platform, including rate limiting, authentication mechanisms, or access controls
  • Interference: Interfering with or disrupting the integrity or performance of the Platform or its underlying infrastructure
  • Off-Platform Transactions: Encouraging or facilitating transactions outside the Platform to circumvent fees or protections

Violation of any prohibited conduct may result in immediate suspension or termination of your account, forfeiture of pending payouts, and referral to law enforcement authorities where appropriate.

9. Data Processing

Your use of the Platform is subject to our Privacy Policy, which describes how we collect, use, store, and protect your personal data. By using the Platform, you consent to the collection and processing of your personal data as described in our Privacy Policy.

Snrael processes personal data in compliance with the Data Protection Act, 2012 (Act 843) of the Republic of Ghana. This includes but is not limited to:

  • Processing personal data only for lawful purposes and with the consent of the data subject, or as otherwise permitted by law
  • Implementing appropriate technical and organizational measures to protect personal data against unauthorized or unlawful processing, accidental loss, destruction, or damage
  • Not transferring personal data outside Ghana except in compliance with the Act
  • Responding to data subject access requests within the timeframes prescribed by law
  • Retaining personal data only for as long as necessary for the purposes for which it was collected, or as required by law

Merchants who collect customer data through their stores act as data controllers and are independently responsible for compliance with the Data Protection Act, 2012 (Act 843) with respect to such data.

10. Payment Processing

10.1 Payment Processor

Payment processing on the Platform is provided by Hubtel, a third-party payment service provider licensed by the Bank of Ghana. By using the Platform to make or receive payments, you agree to Hubtel's terms of service and privacy policy in addition to these Terms. Snrael is not a payment service provider and does not hold funds on behalf of users except as facilitated through Hubtel.

10.2 Supported Payment Methods

  • MTN Mobile Money (MoMo): Available for MTN Ghana subscribers
  • Vodafone Cash: Available for Vodafone Ghana subscribers
  • AirtelTigo Money: Available for AirtelTigo Ghana subscribers
  • Card Payments: Visa and Mastercard via Hubtel (where available)

10.3 Transaction Fees

Transaction fees may apply to payments processed through the Platform. Fee schedules are published on the Platform and may vary by payment method and transaction type. Snrael reserves the right to modify transaction fees with reasonable prior notice. Merchants are responsible for understanding the applicable fee structure before accepting payments.

10.4 Failed Payments

Snrael is not liable for failed payment transactions, which may result from insufficient funds, incorrect payment details, network connectivity issues, Mobile Money service outages, or other circumstances beyond our control. If a payment fails, the associated order may not be processed, and you may need to retry the payment or use an alternative payment method.

10.5 Chargebacks and Reversals

If a customer initiates a chargeback, reversal, or payment dispute through their Mobile Money provider or card issuer, Snrael reserves the right to deduct the disputed amount from the Merchant's pending payouts or future earnings. Merchants are responsible for providing evidence to contest chargebacks and for any fees or penalties associated with chargeback proceedings. Repeated or excessive chargebacks may result in account suspension or termination.

11. Limitation of Liability

11.1 "As Is" Provision

THE PLATFORM IS PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS WITHOUT WARRANTIES OF ANY KIND, WHETHER EXPRESS, IMPLIED, OR STATUTORY. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, SNRAEL DISCLAIMS ALL WARRANTIES, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT. SNRAEL DOES NOT WARRANT THAT THE PLATFORM WILL BE UNINTERRUPTED, ERROR-FREE, SECURE, OR FREE OF VIRUSES OR OTHER HARMFUL COMPONENTS.

11.2 Cap on Damages

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, IN NO EVENT SHALL SNRAEL'S TOTAL AGGREGATE LIABILITY TO YOU FOR ALL CLAIMS ARISING OUT OF OR RELATING TO THESE TERMS OR YOUR USE OF THE PLATFORM EXCEED THE TOTAL AMOUNT OF FEES PAID BY YOU TO SNRAEL DURING THE TWELVE (12) MONTHS PRECEDING THE EVENT GIVING RISE TO THE CLAIM. IF YOU HAVE NOT PAID ANY FEES TO SNRAEL, SNRAEL'S TOTAL AGGREGATE LIABILITY SHALL NOT EXCEED ONE HUNDRED GHANA CEDIS (GHS 100.00).

11.3 Exclusion of Certain Damages

IN NO EVENT SHALL SNRAEL BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, EXEMPLARY, OR PUNITIVE DAMAGES, INCLUDING BUT NOT LIMITED TO LOSS OF PROFITS, REVENUE, DATA, GOODWILL, OR BUSINESS OPPORTUNITY, REGARDLESS OF THE CAUSE OF ACTION OR THE THEORY OF LIABILITY, EVEN IF SNRAEL HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

11.4 Third-Party Services

Snrael is not liable for any acts, omissions, errors, or failures of third-party service providers, including but not limited to Hubtel, Mobile Money operators (MTN, Vodafone, AirtelTigo), delivery services, internet service providers, or hosting providers. Your use of third-party services is at your own risk and subject to the terms and conditions of those third parties.

11.5 Merchant Products

Snrael is not liable for the quality, safety, legality, or suitability of any products or services offered by Merchants on the Platform. All claims relating to Merchant products must be directed to the applicable Merchant. Snrael makes no representations or warranties regarding Merchant products and expressly disclaims all liability arising from or related to the purchase or use of such products.

12. Indemnification

You agree to indemnify, defend, and hold harmless Snrael and its officers, directors, employees, agents, contractors, and affiliates (collectively, the "Indemnified Parties") from and against any and all claims, demands, actions, damages, losses, costs, liabilities, and expenses (including reasonable attorneys' fees) arising out of or relating to:

  • Your violation of these Terms or any applicable law or regulation
  • Your use or misuse of the Platform
  • Any content you submit, post, or transmit through the Platform
  • Your products or services (if you are a Merchant), including any claims of product liability, personal injury, or property damage
  • Any infringement or alleged infringement of any intellectual property or other right of any third party by your content, products, or services
  • Any dispute between you and another user of the Platform
  • Your tax obligations or failure to comply with tax laws

This indemnification obligation shall survive the termination of these Terms and your use of the Platform.

13. Force Majeure

Neither Snrael nor any User shall be liable for any failure or delay in performing their obligations under these Terms to the extent such failure or delay results from circumstances beyond the affected party's reasonable control ("Force Majeure Events"). Force Majeure Events include but are not limited to:

  • Natural disasters (floods, earthquakes, storms, epidemics)
  • Government actions, orders, or regulations (including trade restrictions, sanctions, or emergency declarations)
  • Internet outages, telecommunications failures, or disruptions to digital infrastructure
  • Power failures or load shedding ("dumsor"), which are common in Ghana
  • Failures or outages of third-party services, including Mobile Money networks and payment processors
  • War, civil unrest, strikes, labor disputes, or acts of terrorism
  • Pandemics or public health emergencies

The affected party shall make reasonable efforts to mitigate the impact of the Force Majeure Event and shall resume performance as soon as reasonably practicable after the event ceases. If a Force Majeure Event continues for more than ninety (90) consecutive days, either party may terminate these Terms upon written notice.

14. Termination

14.1 Termination by User

You may terminate your account at any time by contacting Snrael support or through the account settings in your dashboard. If you are a Merchant, you must fulfill all pending orders and resolve all outstanding disputes before termination. Failure to fulfill pending orders before termination does not release you from your obligations to customers.

14.2 Termination by Snrael

Snrael reserves the right to suspend or terminate your account, with or without notice, for any of the following reasons:

  • Violation of these Terms, the Acceptable Use Policy, or any other Snrael policy
  • Suspected or confirmed fraudulent activity, including fraudulent transactions, fake reviews, or identity fraud
  • Extended inactivity (no login, no transactions, and no active listings for more than twelve (12) consecutive months)
  • Failure to complete required verification steps within the specified timeframe
  • Receipt of valid legal requests from law enforcement or regulatory authorities
  • Excessive chargebacks, customer complaints, or poor performance metrics
  • Any conduct that Snrael reasonably believes is harmful to the Platform, other users, or Snrael's reputation

14.3 Effect of Termination

Upon termination of your account:

  • Your right to access and use the Platform ceases immediately
  • If you are a Merchant, your store will be deactivated and will no longer be accessible to customers
  • Payout Hold: Any pending payouts may be held for up to ninety (90) days after termination to account for potential chargebacks, refunds, or disputes
  • Snrael may retain your data as required by applicable law, including the Data Protection Act, 2012 (Act 843), the Anti-Money Laundering Act, 2008 (Act 749), and the Electronic Transactions Act, 2008 (Act 772)
  • All provisions of these Terms that by their nature should survive termination shall survive, including intellectual property provisions, limitation of liability, indemnification, and dispute resolution

15. Dispute Resolution

15.1 Informal Resolution

Before initiating any formal dispute resolution proceedings, you agree to first attempt to resolve any dispute informally by contacting Snrael at support@snrael.com. The parties shall make good faith efforts to resolve the dispute within thirty (30) days from the date of the initial written notice of the dispute.

15.2 Mediation

If the dispute cannot be resolved informally within thirty (30) days, either party may submit the dispute to mediation administered by a mutually agreed-upon mediator in Accra, Ghana. The costs of mediation shall be shared equally between the parties unless the mediator determines otherwise. The mediation shall be conducted in English.

15.3 Governing Law

These Terms shall be governed by and construed in accordance with the laws of the Republic of Ghana, without regard to its conflict of law provisions. The Platform operates in compliance with the Electronic Transactions Act, 2008 (Act 772), which governs electronic commerce, electronic signatures, and electronic records in Ghana.

15.4 Jurisdiction

Any legal action or proceeding arising out of or relating to these Terms that cannot be resolved through informal resolution or mediation shall be brought exclusively in the courts of the Republic of Ghana, and you consent to the personal jurisdiction and venue of such courts. You waive any objection to the exercise of jurisdiction over you by such courts and to venue in such courts.

16. Modifications to Terms

Snrael reserves the right to modify, amend, or update these Terms at any time at its sole discretion. When we make material changes, we will:

  • Update the "Last Updated" date at the top of these Terms
  • Notify registered users via SMS to their registered phone number and/or through a prominent notice on the Platform
  • Provide at least fourteen (14) days' notice before the changes take effect, except where changes are required by law or relate to new features or services

Your continued use of the Platform after the effective date of any modifications constitutes your acceptance of the updated Terms. If you do not agree to the modified Terms, you must stop using the Platform and terminate your account.

17. General Provisions

17.1 Severability

If any provision of these Terms is held to be invalid, illegal, or unenforceable by a court of competent jurisdiction, such provision shall be modified to the minimum extent necessary to make it valid, legal, and enforceable, or if modification is not possible, such provision shall be severed from these Terms. The invalidity, illegality, or unenforceability of any provision shall not affect the validity, legality, or enforceability of the remaining provisions.

17.2 Waiver

No failure or delay by Snrael in exercising any right, power, or remedy under these Terms shall operate as a waiver thereof, nor shall any single or partial exercise of any right, power, or remedy preclude any other or further exercise thereof or the exercise of any other right, power, or remedy. A waiver of any provision of these Terms shall only be effective if made in writing and signed by an authorized representative of Snrael.

17.3 Assignment

You may not assign, transfer, or delegate your rights or obligations under these Terms, in whole or in part, without the prior written consent of Snrael. Snrael may freely assign, transfer, or delegate its rights and obligations under these Terms without restriction and without notice to you, including in connection with a merger, acquisition, sale of assets, or operation of law.

17.4 Entire Agreement

These Terms, together with the Privacy Policy, Acceptable Use Policy, Refund Policy, Delivery Rules, and any other policies or agreements referenced herein or published on the Platform, constitute the entire agreement between you and Snrael with respect to your use of the Platform. These Terms supersede all prior or contemporaneous communications, proposals, representations, understandings, and agreements, whether written or oral, relating to the subject matter hereof.

17.5 Headings

The section headings in these Terms are for convenience only and shall not affect the interpretation of these Terms.

17.6 Language

These Terms are written in English. In the event of any conflict between the English version and any translation, the English version shall prevail.

18. Contact Information

If you have any questions, concerns, or complaints regarding these Terms or the Platform, please contact us at:

  • Email: support@snrael.com
  • Platform: snrael.com

We aim to respond to all inquiries within a reasonable timeframe.

By using Snrael, you acknowledge that you have read, understood, and agree to be bound by these Terms of Service.