Terms, Privacy & Content Policy

1. Agreement to these Terms

These Terms of Service (“Terms”) govern your use of PlugMall (the “Platform”), operated by Festari Group Ltd (“PlugMall,” “we,” “us,” “our”). By registering an account, posting a listing, or using any feature of the Platform, you confirm that you are at least 18 years old and resident in Ghana, and that you have read and agreed to these Terms and to our Privacy Policy (Part B). If you do not agree, do not use the Platform.

2. What PlugMall is (and is not)

PlugMall is a community marketplace that connects buyers with sellers and service providers across Ghana. We provide the place to list, discover, and connect; the sale, service, price, delivery or collection, and payment are agreed and carried out directly between the buyer and the seller.

• We are not the buyer or the seller in any transaction, and we are not a party to the agreement between them.
• We do not own, inspect, warehouse, or ship the items or services listed, and we do not process or hold payment between buyers and sellers.
• We provide trust tools (verification, reputation, reviews, and pickup/support centres where available) to help users deal more safely, but we do not guarantee any user, item, service, or transaction.
• We may modify, suspend, or discontinue any aspect of the Platform at any time, with reasonable notice where possible.

3. Eligibility and accounts

• You must be at least 18 years old and resident in Ghana to use the Platform.
• You must provide accurate information and keep it up to date. You are responsible for all activity under your account and for keeping your password secure.
• Sellers and service providers may be required to complete identity verification (KYC). You agree to provide accurate verification information.
• Do not create multiple accounts to deceive others, inflate trust metrics, or evade enforcement of these Terms.

4. Buying on PlugMall

• When you contact a seller, you deal with them directly. Inspect items before you pay, and use a pickup/support centre where available for added safety.
• Prices, availability, quality, and completion of any deal are the responsibility of the seller. Any dispute about an item or service is primarily between you and the seller.
• Never send full payment for something you have not seen or verified. PlugMall is not responsible for losses from deals made against the Platform’s safety guidance.

5. Selling and offering services on PlugMall

As a seller or service provider, you agree to:

• Only list items and services you own or have the legal right to sell, and describe them, their condition, and their price accurately and honestly, with real photographs.
• Set fair, transparent prices in Ghana Cedis (GH¢).
• Respond to buyer enquiries promptly and in good faith, and complete the deals you agree to.
• Not list counterfeit, stolen, or prohibited goods.
• Keep your contact information (WhatsApp, etc.) current and accurate.
• Be responsible for your own tax, licensing, and legal obligations relating to your sales and services.
• Comply with our Content & Moderation Policy and Community Guidelines, including keeping images tasteful and product-focused.
• Grant PlugMall a licence to display the content you post (photos, videos, descriptions, store name) on the Platform to operate and promote the marketplace. You keep ownership of your content.

Listing durations

Free and Verified sellers may have different listing durations and search placement. The current durations and benefits are shown on the Platform (for example, on the pricing or how-to-sell pages) and may be updated from time to time.

6. Verification, paid plans, and boosts

Creating an account, browsing, and basic selling are free. PlugMall offers an optional Verified Seller badge and paid plans, plus one-off boosts, that give more visibility and tools. Fees are processed securely via our payment provider (Paystack) in Ghana Cedis.

• The current plans, boosts, prices, and durations are shown on our Membership Plans / pricing page on the Platform, which may be updated from time to time. The price and duration that apply to you are those shown at the point of purchase.
• Free accounts and Verified sellers may have different listing durations and placement, as described on the Platform.
• We may change our plans, prices, and features. Changes apply to new purchases and renewals; a feature you have already paid for runs for the period you paid.

Refund policy

Verification and plan fees are non-refundable once processed and the badge/plan is activated. If you believe a charge was made in error, contact us within 48 hours with your payment reference. Boosts are one-off and do not auto-renew.

7. Rules of use (what you must not do)

You agree not to:

• Post anything false, misleading, or fraudulent, or use the Platform to scam or deceive (including fake reviews or fraudulent pricing).
• List illegal items: drugs, weapons, stolen goods, or counterfeit products presented as genuine.
• Post adult, explicit, or age-restricted content of any kind, and never any content that sexualises or endangers a child (zero tolerance).
• Post suggestive or intimate content in the public feeds contrary to our Content & Moderation Policy (intimate apparel may be sold in its category with tasteful, product-only images).
• Harass, threaten, defame, or discriminate against other users.
• Create multiple accounts to evade suspension or inflate trust metrics.
• Impersonate another user, institution, or PlugMall staff.
• Scrape or extract Platform data without written permission, or hack, disrupt, or reverse-engineer the Platform or bypass its security or verification.
• Misuse listings (for example, a raw link with no real product), spam, or manipulate reviews, reputation, or rankings.

Violations may result in immediate account suspension and may be reported to the relevant authorities where required by law.

8. Content, reviews, and reputation

• You are responsible for the content you post. Reviews and ratings must be honest and based on real experience.
• We may remove content, listings, reviews, or accounts that breach these Terms or our policies, and may adjust or remove reputation obtained dishonestly.
• We are not obliged to monitor all content, but we may review and moderate it to keep the Platform safe.

9. Verification, trust tools, and pickup centres

• Verification badges and reputation are indicators to help users judge trust; they are not a guarantee by PlugMall of any user or transaction.
• Pickup/support centres, where offered, provide a place to inspect and collect items more safely. Using a centre is at your discretion and does not make PlugMall a party to your transaction.

10. Suspension and termination

• You may close your account at any time by contacting us.
• We may suspend or permanently terminate accounts that violate these Terms, engage in fraudulent activity, create risk to users or the Platform, or harm the PlugMall community. Serious breaches (such as fraud or content involving minors) may result in immediate, permanent removal.
• On termination, your listings will be removed and your personal data handled in accordance with the Privacy Policy. Terms that by their nature should survive termination (disclaimers, limitation of liability, dispute terms) continue to apply.

11. Disclaimers

The Platform is provided on an “as is” and “as available” basis, without warranties of any kind. To the fullest extent permitted by Ghanaian law, PlugMall disclaims all implied warranties, including merchantability and fitness for a particular purpose, and makes no guarantee about any user, item, service, listing, or transaction beyond the trust tools we provide.

12. Limitation of liability

To the fullest extent permitted by law, PlugMall and Festari Group Ltd are not liable for any indirect, incidental, or consequential loss, or for loss arising from dealings between users, off-Platform transactions, the acts or omissions of any user, or content posted by users. Our total liability to you for any claim relating to the Platform shall not exceed the amount you paid us (if any) in the three months preceding the event giving rise to the claim.

13. Indemnity

You agree to indemnify and hold harmless PlugMall and Festari Group Ltd from claims, losses, and costs arising from your use of the Platform, your listings or content, your transactions with other users, or your breach of these Terms or of any law.

14. Changes to the Platform and these Terms

• We may change, add, or remove features, and we may update these Terms. For significant changes, we will provide notice (for example, on the Platform).
• Your continued use after changes take effect means you accept the updated Terms. If you do not agree, stop using the Platform.

15. Governing law and disputes

These Terms are governed by the laws of the Republic of Ghana, and disputes relating to the Platform are subject to the exclusive jurisdiction of the courts of Ghana. We encourage you to contact us first at support@plugmall.com — most issues can be resolved quickly through direct communication.

1. Introduction

This Privacy Policy explains how PlugMall, operated by Festari Group Ltd, collects, uses, shares, and protects your personal information when you use the Platform. By using PlugMall, you agree to this Policy.

2. Who we are (Data Controller)

The data controller responsible for your personal information is Festari Group Ltd, P.O. Box TK 657, Tarkwa, Western Region, Ghana. For privacy questions or requests, contact privacy@plugmall.com.

3. Information we collect

3.1 Information you give us

• Account information: your name, phone number (including WhatsApp number), email address, password, and the community or area you select.
• Seller / verification (KYC) information: for sellers and service providers, this can include a photo, an identification document, and business details, to confirm you are a real, accountable person.
• Listings and content: the products, services, photos, videos, prices, and descriptions you post.
• Communications: messages you send through the Platform and to our support team.

3.2 Information we collect automatically

• Usage data: listings you view, searches, clicks, follows, and similar activity.
• Device and technical data: device type, browser, IP address, and general location (for example, to show you what is near you).
• Cookies and similar technologies (see Section 9).

3.3 Information from others

• If you sign in using a third-party service (for example, Google), we receive basic profile information as permitted by your settings there.

4. How we use your information

We use your information to: create and manage your account and provide the Platform’s features; show you relevant listings and services near you; verify sellers and build trust; enable communication between buyers and sellers; process payments for our own services (plans and boosts) through our payment provider; keep the Platform safe and prevent fraud and abuse; respond to your requests and provide support; improve the Platform; and send you service messages and, where you have agreed, updates and offers (you can opt out of marketing at any time).

We rely on your consent, the performance of our agreement with you (the Terms), our legitimate interest in running a safe and useful marketplace, and compliance with law.

5. How we share your information

We do not sell your personal information. We share it only as needed to run the Platform:

• With other users: some information is public by design (store name, listings, and, for sellers, verification status and reputation). Your contact details are shared with a user when you choose to connect with them to complete a deal.
• With service providers who help us operate (hosting, database, payment provider), who process data on our behalf under appropriate safeguards.
• With pickup/support centre operators: limited information needed to complete a collection you have arranged.
• For legal reasons, or to protect the rights, safety, and property of PlugMall, our users, or the public.
• In a business transfer: if Festari Group Ltd sells or transfers the Platform, your information may transfer as part of that transaction, subject to this Policy.

6. Payments

Buyers generally pay sellers directly (for example, on meeting or safe collection). PlugMall does not process or hold payment between buyers and sellers. Where you pay PlugMall for our own services (a plan or a boost), payment is handled by our third-party payment provider, and we do not store your full card or mobile-money credentials.

7. How we protect your information

• Your data is stored on our infrastructure provider (Supabase) with encryption at rest and in transit (TLS 1.2 or higher). Access is restricted to authorised PlugMall personnel.
• No system is perfectly secure, so we cannot guarantee absolute security, but we work to protect your data and respond promptly to any incident.
• You are responsible for keeping your password confidential and for activity under your account.

8. How long we keep your information

We keep your information for as long as your account is active and as needed to provide the Platform, comply with legal obligations, resolve disputes, and enforce our agreements. If you delete your account, your personal data is removed within 30 days, except where retention is required by law.

9. Cookies

We use cookies and similar technologies to keep you signed in (authentication, essential), remember your preferences (such as search and filter settings), keep the Platform secure, and understand and improve how it is used (analytics). We do not use third-party advertising cookies. You can control cookies through your browser settings; disabling some may affect how the Platform works.

10. Your rights

Subject to Ghanaian law, you may have the right to access the information we hold about you; correct inaccurate information (via your profile settings); request deletion of your information or account; request your data in a machine-readable format (portability); object to or restrict certain uses; and withdraw consent where we rely on it. To exercise these rights, email support@plugmall.com or privacy@plugmall.com; we will respond within 30 days. You may also have the right to complain to Ghana’s Data Protection Commission.

11. Children

The Platform is intended for users aged 18 and above. We do not knowingly collect information from children. If you believe a child has provided us information, contact privacy@plugmall.com and we will take appropriate steps.

12. Third-party links

The Platform may contain links to third-party sites or services (for example, WhatsApp, or a seller’s social page). We are not responsible for their privacy practices; please review their policies.

13. Changes to this Policy

We may update this Policy from time to time. When we make material changes, we will notify you by email or a prominent in-app notice at least 14 days before the changes take effect. The current version is always available at plugmall.com/legal. Your continued use after changes take effect means you accept the updated Policy.

14. Contact us

Privacy questions or requests: privacy@plugmall.com. General enquiries: info@plugmall.com. Support: support@plugmall.com. Phone / WhatsApp: +233 (0)54 157 8428. Or write to Festari Group Ltd, P.O. Box TK 657, Tarkwa, Western Region, Ghana.

1. Why this policy exists

PlugMall’s whole value is trust. It is used by the wider community, and Festari’s name stands behind it. A single inappropriate image seen in the wrong place can damage that trust faster than any feature can build it. This policy keeps the public experience clean and brand-safe while still letting legitimate vendors sell legitimate products. The principle: legitimate products can be sold; the public feed must stay tasteful. Restrict presentation, not people.

2. The core rule (three buckets)

• Allowed — normal products and services, shown anywhere including the public feed, reels, and Hot Sales. The vast majority of listings.
• Restricted — legal but sensitive items (e.g. intimate apparel / lingerie / nightwear). May be sold, but only with tasteful, product-only images, and must NOT appear in the public home feed, Hot Sales, or the autoplaying Reels feed. They live in their category, found by people who search for them.
• Prohibited — never allowed: nudity or sexually explicit content; anything sexualising minors (zero tolerance); weapons, drugs, or other illegal goods; counterfeit-as-genuine; hateful, violent, or harassing content; scams. Removed on sight; repeat offenders banned.

3. The intimate-apparel rule

• ALLOWED: listing these items in their proper category with tasteful, product-focused photos (on a flat surface, hanger, or mannequin, catalogue-style).
• NOT ALLOWED: suggestive or seductive imagery, and these items appearing in the PUBLIC home feed, Hot Sales, or the autoplaying Reels feed where everyone sees them unprompted.
• In short: sell it in its category with a clean photo; keep it out of the public showcase.

4. Reels feed rules

• The Reels feed autoplays to everyone, so it must stay the cleanest surface on the platform — treat it like a shop window on a public street.
• No intimate-apparel reels, no suggestive content, and nothing that would embarrass the brand if a parent, lecturer, or sponsor saw it.
• Reposted third-party videos (e.g. TikTok clips with other creators’ watermarks) are discouraged; encourage original product video over time.
• A quick pre-publish check (automated flag or light human review) should gate what enters the public Reels feed.

5. Listing-quality rules

• No raw links as titles; a listing needs a real product name and photo.
• No phone numbers or full contact details baked into images as the main content; contact happens through the Platform’s buttons.
• Don’t use a listing purely as an advert/flyer for an off-platform group.

6. How moderation works

• Report button everywhere (listing, reel, store, user); reports go to the admin queue.
• Light pre-publish gate for the public feed and reels (automated image check where possible, plus spot human review).
• Clear consequences: remove offending content; warn the vendor; suspend or ban repeat or serious offenders. Prohibited content (especially anything involving minors) is removed immediately and the account banned, no warning.
• Actions are logged in the admin Activity Log for consistency and accountability.

7. Community guidelines (published to users)

Vendors agree to short, plain rules when opening a store: sell legal items; use tasteful, product-focused photos; no suggestive content in public feeds; no scams; treat others with respect. A one-line reminder appears at posting (“Keep images tasteful and product-focused — PlugMall is a public, community platform”). These guidelines work alongside the Terms of Service (Part A).

8. The bottom line

PlugMall does not ban legitimate products and does not shame vendors. It simply keeps the PUBLIC experience clean: normal goods everywhere, sensitive-but-legal goods in their category with tasteful photos, and nothing inappropriate in the feeds everyone sees. This protects the trust that is PlugMall’s single greatest asset.