Terms of Service

Welcome to Mula. These Terms explain the rules for using Mula's website, store creation tools, merchant services, storefronts, order tools, support channels, and related products.

Mula helps merchants create online stores, list products, receive customer orders, and manage basic selling workflows. Mula may also offer AI-assisted tools to reduce manual work, as described under "Mula AI features" below. By accessing or using Mula, you agree to these Terms. If you do not agree, you should not use Mula.

These Terms apply to merchants, customers, visitors, admins, support users, operators, team members, and any person or organization accessing Mula services.

• Merchants who create or manage stores
• Customers who browse storefronts or place orders
• Visitors who use the Mula website
• Admins, support users, operators, or team members using Mula tools

Mula provides commerce software and related tools. Depending on product stage and market, Mula may provide storefront creation, product listing, AI-assisted setup, order capture, customer inquiry, payment-related, dashboard, support, and logistics coordination tools.

Unless clearly stated otherwise, Mula is not the seller of products listed by merchants. The merchant is responsible for products, accuracy, customer communication, fulfillment, returns, and legal compliance.

You may use Mula if you can provide accurate account information, are allowed to operate the store or business you create, can enter agreements, will use Mula lawfully, and will follow these Terms.

• You have authority to act for the business you create
• You will provide accurate and current information
• You will use Mula for lawful business or shopping purposes
• Mula may restrict features based on location, verification, risk, business type, or product stage

To use some Mula features, you may need to create an account. You agree to provide accurate and current details and keep your login details secure. You must notify Mula if you believe your account has been accessed without permission.

• Name, phone number, and email address
• Business name, category, location, and store information
• Payment or settlement details where required
• Verification information where required
• OTPs, passwords, email verification, phone verification, device checks, or other security methods may be used

Merchants may create stores on Mula. Merchants are responsible for making sure store information is accurate, lawful, and not misleading. Mula may refuse, edit, hide, suspend, or remove stores that violate these Terms, create risk, or harm users.

• Store name, store link, logo, and description
• Product categories, listings, prices, and images
• Contact details, delivery or pickup information, and order instructions

Merchants are responsible for all products listed on their stores. Product listings should be accurate, clear, and current. Mula may remove listings that appear to violate laws, platform rules, customer safety, payment rules, or third-party service rules.

• Product name, description, price, and availability
• Size, color, variant, quantity, delivery, pickup, return, or exchange terms
• Product condition and safety information where required
• No illegal, unsafe, counterfeit, misleading, stolen, restricted, or prohibited products

Merchants must not use Mula to sell or promote prohibited products or services. Mula may update this list as the platform evolves.

• Illegal goods or services
• Counterfeit, stolen, fraudulent, unsafe, or recalled products
• Products that violate intellectual property rights
• Regulated products without proper authorization
• Products that promote abuse, exploitation, or harm
• Products or services that violate payment provider rules

Customers may place orders through merchant storefronts or other Mula-powered flows. Merchants are responsible for reviewing, confirming, fulfilling, rejecting, cancelling, or communicating about orders in a timely and honest manner. Customers are responsible for accurate order and contact information.

• Customer name and contact details
• Products selected, quantity, delivery or pickup details, payment method, and order notes
• Mula may provide order tracking, messages, payment confirmation, status updates, or support tools

Merchants and customers should communicate honestly, respectfully, and clearly. Merchants must not mislead customers, hide important costs, ignore paid orders, abuse customer contact information, send spam, harass customers, or share customer data unnecessarily.

Mula may support or integrate with mobile money, card payments, bank payments, cash on delivery, manual confirmation, or third-party payment providers. Payment processors and third-party providers may have their own terms, fees, timelines, reversals, chargebacks, limits, and verification requirements.

• Merchants are responsible for taxes, fees, refunds, and transaction records unless stated otherwise
• Customers are responsible for paying the correct amount
• Mula is not responsible for third-party provider delays, failures, reversals, chargebacks, disputes, network issues, or bank/mobile money provider issues

Mula may offer free, paid, or custom plans. Mula will communicate applicable fees before charging users and may change pricing, introduce plans, or discontinue plans where appropriate.

• Storefront access
• Advanced dashboard features
• Payment processing
• Marketplace services
• AI tools
• Logistics coordination
• Premium support
• Enterprise features

Mula may provide tools for delivery information, delivery coordination, courier assignment, pickup, or fulfillment support. Unless Mula expressly provides delivery as a service for a specific order, merchants are responsible for arranging and completing fulfillment.

Merchants should clearly communicate their return, refund, exchange, and cancellation policies. Mula may help facilitate dispute communication, but unless required by law or expressly stated, Mula is not automatically responsible for refunds for merchant products.

• Mula may intervene where fraud is suspected
• Mula may intervene where a merchant violates platform rules
• Mula may intervene where payment, legal, compliance, or serious harm issues arise

Merchants agree to operate honestly and lawfully on Mula.

• Provide accurate business and store information
• Keep product listings current
• Fulfill confirmed orders
• Communicate clearly with customers
• Protect customer information
• Follow tax, consumer, payment, and business laws
• Review AI-generated content before publishing

Customers agree to use Mula lawfully and responsibly.

• Provide accurate order and contact information
• Pay for orders they place
• Communicate respectfully
• Avoid fraudulent orders or false claims
• Review product and merchant information before ordering

Mula may provide AI-assisted store descriptions, product descriptions, taglines, categories, setup recommendations, customer reply drafts, order summaries, and support suggestions. Mula AI is assistive and does not replace merchant judgment.

• Merchants must review AI-generated content before using or publishing it
• Mula does not guarantee that AI suggestions will be accurate, complete, legally compliant, or suitable for every business
• Mula may improve AI features over time subject to the Privacy Policy

You must not misuse Mula. Mula may investigate suspicious activity and take action to protect users and the platform.

• Do not commit fraud, impersonate others, upload harmful or illegal content, access another user's account, attack or scrape systems, send spam, sell prohibited products, abuse support, or circumvent payment, verification, or security checks

Mula may require merchants, drivers, partners, or operators to provide identity, business registration, tax, payment account, address, location, or supporting document information. Mula may approve, reject, request changes, suspend, or re-review accounts based on risk, compliance, provider requirements, or platform rules.

Mula may suspend, restrict, or terminate access if you violate these Terms, provide false information, create risk, misuse payments, sell prohibited products, fail verification, are subject to legal or provider requirements, or harm the platform. Where appropriate, Mula may allow correction or appeal.

Mula is evolving. Features may be in beta, temporarily unavailable, limited by region, changed, removed, or dependent on third-party services. Mula aims to provide a reliable service but does not guarantee uninterrupted availability.

Mula may rely on third-party services for hosting, analytics, payments, messaging, email, SMS, authentication, maps, delivery, error tracking, and AI infrastructure. Third-party services may have their own terms and policies. Mula is not responsible for third-party failures outside its control.

Mula owns its brand, software, designs, workflows, interface, documentation, logos, and product experience. Merchants keep ownership or responsibility for store names, logos, images, product information, descriptions, and business details they provide. By uploading content, you grant Mula permission to use it to operate, display, improve, support, and promote your store and related services.

If you provide feedback, ideas, suggestions, or feature requests, Mula may use them without obligation to pay you, as long as Mula does not misuse your personal information.

Mula's handling of personal information is explained in the Privacy Policy. By using Mula, you agree that Mula may collect and use information as described there.

Mula is provided as a practical commerce tool. To the extent allowed by law, Mula does not guarantee that every store will make sales, every order will be completed, every AI suggestion will be perfect, every payment provider will work at all times, every merchant or customer will act correctly, or every product listing is accurate.

To the extent allowed by law, Mula is not responsible for indirect losses, lost profits, lost revenue, merchant-customer disputes, incorrect merchant listings, failed third-party services, payment provider issues, delivery delays outside Mula's control, user misuse, or content provided by merchants or customers. Mula's liability, if any, will be limited to the amount paid to Mula for the relevant service during the period allowed by applicable law.

If your misuse of Mula, violation of these Terms, illegal activity, product listing, customer dispute, or uploaded content causes claims, losses, damages, penalties, or expenses, you agree to be responsible for them to the extent allowed by law.

Mula may update these Terms as the product evolves. When changes are material, Mula may notify users through the website, app, email, dashboard, or other appropriate channels. The updated Terms will apply from the date posted or communicated.

For the MVP launch in Kenya, these Terms should be governed by the laws of Kenya, unless Mula later adopts a different structure for specific markets or entities. Any disputes should first be raised with Mula support so the issue can be resolved informally where possible.

Questions about these Terms can be sent to support@mula.store.