Terms and Conditions

Welcome to MasokoLink.

These Terms and Conditions ("Terms") constitute a legally binding agreement between you and MasokoLink ("we," "us," or "our") governing your access to and use of the MasokoLink website, mobile application, and all related services (collectively, the "Platform").

By creating an account, browsing, buying, selling, or otherwise using MasokoLink in any capacity, you confirm that you have read, understood, and agree to be bound by these Terms and all policies incorporated by reference, including our Privacy Policy.

If you do not agree with any part of these Terms, you must stop using the Platform immediately. If you are using MasokoLink on behalf of a business or legal entity, you represent that you have authority to bind that entity to these Terms.

MasokoLink is a digital marketplace that connects buyers, sellers, manufacturers, wholesalers, retailers, and service providers across Rwanda and beyond. Our Platform enables independent parties to list products, discover goods, and complete transactions in a structured, secure environment.

MasokoLink acts as an intermediary platform — we provide the infrastructure and tools that facilitate transactions between buyers and sellers. Unless explicitly stated, MasokoLink is not the owner, manufacturer, or supplier of products listed by independent sellers on the Platform.

MasokoLink is intended for adults who have the legal capacity to enter into binding contracts. To create an account and use the Platform, you must:

• Be at least 18 years of age
• Provide accurate, complete, and up-to-date information during registration
• Have full legal authority to enter into contracts under the laws of Rwanda or your jurisdiction
• Comply with all applicable local, national, and international laws and regulations

If you are registering on behalf of a business, you must also:

• Provide valid business registration information when requested
• Represent and warrant that your business is lawfully registered and operating
• Confirm that you have authority to bind the business to these Terms

MasokoLink reserves the right to verify eligibility at any time and to refuse or terminate access where eligibility requirements are not met.

To access most features of the Platform, you must create an account. When you do so, you accept full responsibility for all activities that occur under your account. Specifically, you agree to:

• Maintain the security and confidentiality of your password and login credentials
• Not share your account with any other person
• Keep your account information accurate and up to date at all times
• Log out of shared or public devices after each session
• Report any unauthorised access or suspicious activity to us immediately at support@masokolink.com

MasokoLink is not responsible for any loss or damage arising from your failure to maintain the security of your account credentials. If you suspect your account has been compromised, change your password immediately and contact our support team.

Sellers play a central role in the MasokoLink marketplace. To maintain trust and quality across the Platform, all sellers agree to the following obligations.

MasokoLink reserves the right to suspend, restrict, or permanently remove any seller who violates these responsibilities, without prior notice in cases of serious or repeated breaches.

Buyers are equally responsible for maintaining the integrity of the marketplace. By purchasing on MasokoLink, you agree to:

• Provide accurate delivery information at the time of checkout
• Make payments honestly and using only authorised payment methods
• Treat sellers, customer support staff, and other users with respect
• Avoid filing fraudulent, false, or exaggerated dispute claims
• Inspect products promptly upon delivery and report any issues within the designated window

Buyers who abuse the dispute or return process, file false claims, or engage in any form of fraud may have their accounts suspended or permanently terminated.

MasokoLink supports a range of payment methods to accommodate all users. Currently accepted methods include:

• MTN Mobile Money
• Airtel Money
• Bank transfers (where supported)
• Other approved payment methods as announced on the Platform

By initiating a payment on MasokoLink, you authorise us to process the transaction on your behalf using your selected payment method. You represent that you are the authorised account holder or that you have permission from the account holder to use the payment method provided.

Where applicable, transaction fees will be clearly communicated before you confirm any payment. All prices displayed on the Platform are in Rwandan Francs (RWF) unless otherwise stated. MasokoLink is not responsible for exchange rate fluctuations, bank charges, or third-party payment provider fees that may apply to international transactions.

For information on how payment data is handled, please refer to our Privacy Policy — Payment Security.

MasokoLink may offer subscription packages for sellers seeking additional tools and visibility on the Platform. Subscription benefits may include, but are not limited to:

• Increased product visibility and placement in search results
• Access to business analytics and performance insights
• Featured or promoted listings
• Reduced or waived transaction fees
• Priority customer support
• Marketing and promotional support

Unless otherwise required by applicable law, subscription fees are non-refundable once a billing period has commenced. MasokoLink reserves the right to modify, discontinue, or restructure subscription plans at any time, with prior notice given to affected users. Continued use of a subscription after notice of changes constitutes acceptance of the revised plan.

MasokoLink may charge transaction fees on completed sales. These fees help us maintain and improve the Platform and provide support services to buyers and sellers. The current applicable fee rates are displayed on the Platform and may vary based on:

• Seller category or product type
• Active subscription level
• Promotional or introductory offers
• Type of service or transaction

Fees will always be clearly disclosed before a transaction is finalised. MasokoLink will not charge hidden fees. If you believe you have been charged incorrectly, contact our support team within 14 days of the transaction.

Users are solely responsible for the accuracy and legality of all content they publish on the Platform, including product titles, descriptions, images, pricing, and specifications. Listings must not contain:

• False, misleading, or unverifiable information
• Offensive, hateful, or discriminatory content
• Products that are illegal, regulated without authorisation, or prohibited under Rwandan law
• Misleading pricing or bait-and-switch tactics
• Content that infringes on any third-party copyright, trademark, or patent

MasokoLink reserves the right to remove or modify any listing at any time, without prior notice, if it is found to violate these Terms or any applicable law. Repeated violations may result in account suspension.

To maintain a safe and trustworthy marketplace, the following activities are strictly prohibited on MasokoLink. Users must not:

• Engage in, facilitate, or attempt any form of fraud or financial crime
• Create fake, duplicate, or impersonation accounts
• Upload or distribute malicious software, viruses, or harmful code
• Attempt to gain unauthorised access to our systems, other accounts, or data
• Harass, threaten, or abuse other users or MasokoLink staff
• Manipulate Platform systems, search rankings, or recommendation algorithms
• Engage in transactions involving illegal goods, services, or funds
• Scrape, copy, or redistribute Platform data without authorisation
• Use the Platform for activities that violate any applicable law or regulation

Violations may result in immediate account suspension, permanent termination, and referral to appropriate law enforcement authorities where required by law.

MasokoLink operates a voluntary and mandatory verification program for sellers, manufacturers, and businesses. Verification helps establish credibility and trust within the marketplace.

Verified status indicates that a seller or business has submitted the required documents and completed our verification process. However, it is important to note that:

• Verification does not constitute an endorsement of a seller's products or guarantee of product quality
• Verification confirms that identity and business documentation checks have been completed at the time of review
• MasokoLink may revoke verified status at any time if new information comes to light or if a seller no longer meets our standards

Buyers should use verified status as one signal among others when making purchasing decisions, and are still encouraged to review seller ratings, product descriptions, and policies.

MasokoLink allows users to submit reviews and ratings based on their genuine experiences with sellers and products. Reviews are a core part of the trust ecosystem on our Platform.

All reviews must:

• Be based on a genuine, first-hand experience with the product or seller
• Be truthful and not misleading
• Be respectful and free from offensive, discriminatory, or abusive language
• Not constitute spam, advertising, or promotion of another service

MasokoLink may remove any review that violates these standards or our community guidelines. Sellers or buyers who attempt to manipulate the review system — including by incentivising positive reviews, filing false negative reviews, or threatening users — will face account action.

All intellectual property on the MasokoLink Platform — including but not limited to trademarks, logos, trade names, software code, database structures, designs, graphics, text, and branding — is the exclusive property of MasokoLink or its licensors.

Users may not, without prior written permission from MasokoLink:

• Copy, reproduce, or distribute any Platform content or materials
• Reverse-engineer, decompile, or attempt to extract source code from our software
• Use the MasokoLink name, logo, or branding in any context, including advertising or social media
• Create derivative works based on Platform materials
• Frame or mirror any part of the Platform without authorisation

Users retain ownership of original content they upload to the Platform (such as product photos and descriptions), but grant MasokoLink a non-exclusive, royalty-free, worldwide licence to use, display, and reproduce that content for the purposes of operating and promoting the Platform.

If you believe your intellectual property has been infringed on MasokoLink, please contact us at legal@masokolink.com.

Your privacy matters to us. The collection, use, and protection of your personal information is governed by our Privacy Policy, which is incorporated by reference into these Terms and forms part of this agreement.

By using the Platform, you consent to the collection and processing of personal information as described in the Privacy Policy. We encourage you to read it carefully to understand your rights and our obligations.

MasokoLink strives to provide a reliable, high-availability Platform, but we cannot guarantee uninterrupted access at all times. The Platform or certain features may be temporarily unavailable due to:

• Scheduled or emergency maintenance
• Security updates or patches
• Technical failures or infrastructure issues
• Events beyond our reasonable control, including force majeure events (natural disasters, government actions, widespread network outages)

Where possible, we will provide advance notice of planned downtime. MasokoLink shall not be liable for losses arising from temporary service unavailability outside our reasonable control.

MasokoLink provides a marketplace platform that facilitates transactions between independent buyers and sellers. To the maximum extent permitted by applicable law, MasokoLink shall not be liable for:

• Misconduct, fraud, or negligence by sellers or buyers
• Product defects, inaccurate descriptions, or quality issues
• Delivery delays or failures caused by third-party logistics providers
• Business losses, loss of profit, loss of revenue, or reputational damage
• Indirect, incidental, special, or consequential damages arising from use of the Platform
• Losses resulting from unauthorised access to your account due to your own negligence

Where liability cannot be excluded by law, MasokoLink's total liability to you for any single claim shall not exceed the amount you paid to us in the 30 days preceding the event giving rise to the claim.

Nothing in these Terms limits our liability for fraud, death or personal injury caused by our negligence, or any other liability that cannot be excluded by law.

MasokoLink may, at its sole discretion, suspend or permanently terminate your account and access to the Platform in the following circumstances:

• Violation of any provision of these Terms
• Engagement in or facilitation of fraudulent activity
• Creation of a security risk to the Platform or other users
• Failure to pay applicable fees
• Receipt of a valid legal requirement or court order to do so
• Any other conduct that MasokoLink, in its reasonable judgment, determines to be harmful to the Platform, its users, or its reputation

Where possible, MasokoLink will notify you of a suspension and provide an opportunity to respond before a final decision is made, except where immediate action is necessary to protect other users or the Platform's integrity.

You may also request closure of your own account at any time by contacting our support team. Upon closure, your public-facing listings and profile will be removed, subject to our data retention obligations under the Privacy Policy.

We encourage all parties to resolve disagreements amicably. In the event of a dispute between buyers and sellers arising from a transaction on the Platform, the following process applies:

1. 1Direct Resolution. Parties should first attempt to resolve the matter between themselves directly through MasokoLink's messaging system. Most issues can be resolved at this stage.
2. 2MasokoLink Mediation. If direct resolution fails, either party may contact MasokoLink customer support to request mediation assistance. Our team will review the facts and may facilitate a resolution. MasokoLink's decision in mediation is advisory, not binding.
3. 3Legal Proceedings. If mediation is unsuccessful or the dispute involves a legal claim, either party may refer the matter to competent courts in Rwanda. These Terms shall be construed in accordance with the laws of Rwanda.

Nothing in this section prevents either party from seeking urgent injunctive or other equitable relief from a court of competent jurisdiction where necessary to prevent irreparable harm.

MasokoLink may update these Terms and Conditions from time to time to reflect changes in our services, business practices, legal requirements, or other factors. When we make material changes, we will update the effective date at the top of this page and notify you through one or more of the following channels:

• A prominent notice within the Platform or application
• An email notification to your registered email address
• An SMS notification to your registered phone number

Your continued use of MasokoLink after the effective date of any updated Terms constitutes your acceptance of the revised Terms. If you do not agree with the changes, you must stop using the Platform before the changes take effect.

We recommend reviewing these Terms periodically to stay informed of your rights and obligations.

These Terms and Conditions, and any dispute arising out of or in connection with them, shall be governed by and construed in accordance with the laws of the Republic of Rwanda, without regard to its conflict of law principles.

Any legal proceedings arising from or relating to these Terms or your use of the Platform shall be subject to the exclusive jurisdiction of the competent courts of Rwanda, unless otherwise required by mandatory law in your jurisdiction.

If any provision of these Terms is found to be unlawful, void, or unenforceable under applicable law, that provision shall be severed from these Terms without affecting the validity and enforceability of the remaining provisions.

If you have any questions, concerns, or requests relating to these Terms and Conditions, or to report a violation, please contact us through any of the following channels: