Terms of Service

Welcome to Sougak! These Terms of Service ("Terms", "Agreement") govern your access to and use of the Sougak marketplace platform, including our website, mobile applications, and all related services (collectively, the "Platform").

Sougak is an online marketplace that connects buyers and sellers across Sudan and beyond. By using our Platform, you agree to comply with and be bound by these Terms. Please read them carefully before using our services.

By accessing, browsing, or using the Sougak Platform, you acknowledge and agree that:

• You have read and understood these Terms of Service in their entirety
• You are legally capable of entering into binding contracts
• You are at least 18 years of age or have reached the age of majority in your jurisdiction
• You will comply with all applicable local, state, national, and international laws and regulations
• You are not prohibited from using the Platform under the laws of Sudan or any other applicable jurisdiction

If you are using the Platform on behalf of a business or organization, you represent and warrant that you have the authority to bind that entity to these Terms.

3.1 Account Registration

To access certain features of the Platform, you must create an account. When creating your account:

• You must provide accurate, current, and complete information
• You must maintain and promptly update your account information
• You must not impersonate any person or entity
• You must not create multiple accounts for fraudulent purposes
• You must use a valid phone number for verification

3.2 Account Security

You are responsible for maintaining the confidentiality of your account credentials:

• Keep your password secure and do not share it with anyone
• Notify us immediately of any unauthorized access to your account
• You are responsible for all activities that occur under your account
• We recommend using a strong, unique password

3.3 Account Suspension & Termination

We reserve the right to suspend or terminate your account if:

• You violate these Terms of Service
• You engage in fraudulent or illegal activities
• You provide false or misleading information
• Your account is involved in suspicious activities
• You fail to respond to verification requests

4.1 Making Purchases

When you make a purchase on Sougak:

• You enter into a binding contract with the seller, not with Sougak
• All product descriptions, prices, and availability are provided by sellers
• Prices are displayed in Sudanese Pounds (SDG) unless otherwise specified
• You agree to pay the full purchase price, including any applicable taxes and shipping fees

4.2 Order Confirmation

When you place an order:

1. You will receive an order confirmation via email or SMS
2. The seller will be notified of your order
3. The seller has the right to accept or reject your order within 24 hours
4. Once accepted, the seller must ship the item within the specified timeframe

4.3 Buyer Protection

5.1 Seller Responsibilities

As a seller on Sougak, you agree to:

• Provide accurate and detailed product descriptions
• Use high-quality, genuine product images
• Set fair and competitive prices
• Maintain adequate inventory levels
• Respond to customer inquiries within 24 hours
• Ship orders within the committed timeframe
• Provide tracking information when available
• Honor your return and refund policies

5.2 Product Listings

All product listings must:

• Accurately describe the product's condition, features, and specifications
• Include clear, unedited photos of the actual product
• Disclose any defects, damages, or missing components
• Specify shipping costs, return policies, and delivery times
• Comply with all applicable laws and regulations

5.3 Seller Fees & Commissions

5.4 Seller Performance Standards

To maintain a high-quality marketplace, sellers must meet these performance standards:

• Order fulfillment rate: minimum 95%
• On-time shipping rate: minimum 90%
• Customer satisfaction rating: minimum 4.0 out of 5.0
• Response time: within 24 hours for 90% of inquiries
• Dispute rate: maximum 2% of total orders

6.1 Payment Methods

Sougak accepts the following payment methods:

• Credit and Debit Cards (Visa, Mastercard)
• Mobile Money (Zain Cash, MTN Mobile Money, Sudani Mobile Money)
• Bank Transfer
• Cash on Delivery (COD) - where available
• Sougak Wallet

6.2 Pricing

Regarding product pricing:

• All prices are set by individual sellers
• Prices are displayed in Sudanese Pounds (SDG)
• Sellers may change prices at any time, but changes do not affect existing orders
• Additional fees (shipping, taxes) are clearly displayed before checkout
• In case of pricing errors, sellers may cancel and refund the order

6.3 Payment Security

6.4 Seller Payouts

For sellers, payment processing works as follows:

• Payments are held in escrow until the buyer confirms receipt or the protection period expires
• Payouts are processed weekly to your registered bank account or mobile money wallet
• Minimum payout threshold: 1,000 SDG
• Payouts may be delayed for accounts under review or investigation

7.1 Shipping Responsibility

Sellers are responsible for shipping products to buyers in accordance with the shipping method and timeframe specified in their listing. Sougak provides shipping coordination but sellers remain responsible for timely delivery.

7.2 Delivery Timeframes

Standard delivery timeframes:

• Within Khartoum: 1-3 business days
• Major cities (Port Sudan, Nyala, El Obeid, Kassala): 3-7 business days
• Remote areas: 7-14 business days
• Express shipping: 1-2 business days (where available)

7.3 Tracking

Where available, tracking information will be provided to both buyers and sellers. You can track your order status through your account dashboard or via SMS notifications.

7.4 Shipping Issues

If your order is delayed, lost, or damaged during shipping:

• Contact the seller first to resolve the issue
• If unresolved, open a dispute through the Sougak platform
• Provide photo evidence for damaged items
• Report lost packages within 7 days of expected delivery date

8.1 Return Policy

Buyers may return products in the following circumstances:

• Item received is significantly different from the description
• Item is defective or damaged upon arrival
• Wrong item was shipped
• Item is counterfeit or inauthentic
• Seller's specific return policy allows returns (within specified days)

8.2 Return Timeframes

• Returns must be requested within 7 days of delivery confirmation
• Items must be returned within 14 days of return approval
• Items must be in original condition with tags/packaging intact (unless defective)

8.3 Refund Process

8.4 Non-Returnable Items

The following items cannot be returned for hygiene and safety reasons:

• Personal care items (cosmetics, perfumes, etc.)
• Food and consumable products
• Underwear and intimate apparel
• Custom-made or personalized items
• Digital products and services

9.1 Prohibited Items

The following items are strictly prohibited on Sougak:

• Illegal drugs, narcotics, or drug paraphernalia
• Weapons, ammunition, or explosives
• Counterfeit or pirated products
• Stolen goods
• Hazardous materials
• Tobacco products and e-cigarettes
• Alcohol
• Adult content or services
• Live animals (except from authorized pet stores)
• Human remains or body parts
• Items that promote hate, violence, or discrimination

9.2 Prohibited Activities

Users are prohibited from:

• Manipulating prices or engaging in price-fixing
• Creating fake reviews or ratings
• Engaging in fraud or deceptive practices
• Harassment or abusive behavior toward other users
• Using bots or automated tools to manipulate the platform
• Circumventing platform fees
• Sharing login credentials
• Scraping or data mining

10.1 Sougak Intellectual Property

All content, features, and functionality of the Sougak Platform, including but not limited to text, graphics, logos, button icons, images, audio clips, digital downloads, data compilations, and software, are owned by Sougak and are protected by international copyright, trademark, patent, trade secret, and other intellectual property laws.

10.2 User Content

By posting content on Sougak (product listings, reviews, photos, etc.):

• You retain ownership of your content
• You grant Sougak a worldwide, non-exclusive, royalty-free license to use, display, and distribute your content
• You represent that you own or have rights to all content you post
• You will not post content that infringes on others' intellectual property rights

10.3 Copyright Infringement

Sougak respects intellectual property rights. If you believe your copyright has been infringed, please contact us with:

• Identification of the copyrighted work
• Location of the infringing material on our platform
• Your contact information
• A statement of good faith belief
• Your physical or electronic signature

11.1 Data Collection

We collect and process personal data as described in our Privacy Policy, including:

• Personal information (name, phone number, email, address)
• Payment and financial information
• Transaction history and order details
• Device and usage information
• Location data (with your consent)
• Communications with sellers and support

11.2 Data Usage

We use your data to:

• Provide and improve our services
• Process transactions and orders
• Communicate with you about orders and promotions
• Prevent fraud and ensure platform security
• Comply with legal obligations
• Personalize your shopping experience

11.3 Your Privacy Rights

You have the right to:

• Access your personal data
• Correct inaccurate data
• Request deletion of your data
• Object to data processing
• Export your data
• Withdraw consent at any time

12.1 Internal Dispute Resolution

If you have a dispute with a buyer or seller:

1. First, try to resolve the issue directly with the other party
2. If unresolved, open a dispute through the Sougak platform within 30 days
3. Provide all relevant evidence (photos, messages, tracking info)
4. Our support team will review and mediate the dispute
5. A decision will be made within 7 business days

12.2 Arbitration

For disputes that cannot be resolved through our internal process, parties agree to binding arbitration under the laws of Sudan. Arbitration will be conducted in Khartoum unless otherwise agreed.

12.3 Limitation of Liability

13.1 Termination by User

You may close your account at any time by:

• Completing all pending transactions
• Resolving any outstanding disputes
• Withdrawing any remaining balance
• Contacting our support team to request account closure

13.2 Termination by Sougak

We may suspend or terminate your account immediately if:

• You violate these Terms of Service
• You engage in fraudulent or illegal activities
• Your account poses a security risk
• You fail to meet seller performance standards
• You have excessive disputes or chargebacks
• Required by law or court order

13.3 Effects of Termination

Upon account termination:

• You lose access to your account and all associated data
• Pending transactions must still be completed
• Outstanding balances will be settled according to our policies
• Certain obligations survive termination (payment obligations, warranties, indemnities)

These Terms of Service are governed by and construed in accordance with the laws of the Republic of Sudan, without regard to its conflict of law provisions.

Any legal action or proceeding arising out of or related to these Terms or the Platform shall be instituted in the courts of Khartoum, Sudan, and each party irrevocably submits to the exclusive jurisdiction of such courts.

14.1 International Users

If you access the Platform from outside Sudan, you are responsible for compliance with local laws. By using the Platform, you consent to the transfer of your data to Sudan and its processing there.

We reserve the right to modify or replace these Terms at any time at our sole discretion. If a revision is material, we will:

• Provide at least 30 days' notice prior to any new terms taking effect
• Notify you via email or prominent notice on the Platform
• Update the "Last Updated" date at the top of these Terms

What constitutes a material change will be determined at our sole discretion. By continuing to access or use our Platform after revisions become effective, you agree to be bound by the revised Terms. If you do not agree to the new Terms, you must stop using the Platform.

If you have any questions, concerns, or feedback about these Terms of Service, please contact us: