Terms and Conditions

Effective date: 9 October 2026. These terms apply to new orders and use from this date. Earlier orders keep the terms agreed when ordered, subject to mandatory law.

1 About SantonViva and the seller

SantonViva is operated by Santon Aura Fashions in Uganda. We provide the website, the SantonViva mobile app and marketplace support. Unless a listing identifies SantonViva as the seller, the product is sold by the independent seller identified for that order. Sellers prepare and dispatch their products; SantonViva coordinates orders, payment communication, delivery support and disputes. This allocation does not remove responsibilities that the law places on SantonViva or the seller.

Contact us at sales@santonviva.com or +256 700 948 008. Ask support to clarify seller identity, product details or the complete price before committing to an order if any information is missing.

2 Eligibility and account security

You must have legal capacity to enter a binding purchase. A parent or guardian must place and take responsibility for an order for a person who lacks that capacity. Provide accurate contact and delivery details and use only an account and payment method you are authorised to use. Keep your password and verification codes confidential and report suspected account misuse promptly. Account access does not authorise another person to make purchases without permission.

3 Listings and product information

Read the description, size, condition, material, compatibility, warranty and seller information before ordering. Product photographs can vary with lighting and screens, but descriptions must not materially mislead. Sellers must supply lawful, genuine, safe goods that match the accepted order and hold required permissions. Counterfeit, stolen, recalled, prohibited or unlawfully marketed products are not permitted. Report suspicious listings to support with the product link and reason.

No substitution of size, colour, model, condition or other material feature may be made without your agreement. If stock or a material description is wrong, we will explain the issue and offer a corrected order for your agreement or cancellation and any refund due. A pricing error does not authorise us to take an increased amount without consent.

4 Orders and acceptance

Review and correct your basket, delivery address and total before submitting. An automated receipt acknowledges an order request; acceptance follows confirmation of availability, the final agreed price and applicable payment checks. Keep the order confirmation and payment reference. We may decline an order for unavailable stock, an evident error, an unlawful transaction or a reasonably evidenced payment or fraud concern. We will communicate the reason where lawful and refund money due for an order we cannot fulfil.

5 Prices and payments

Prices are in Uganda shillings unless clearly stated otherwise. The complete amount, including applicable tax, delivery and mandatory charges, must be disclosed and agreed before you become bound to buy. An additional charge requires your prior agreement; if an essential charge was missing, contact support before paying or dispatch.

Use only payment methods offered through the official SantonViva checkout or payment instructions verified through our published contact details. Online payments may be processed by Flutterwave and the selected bank, card or Mobile Money provider under their applicable terms. Check the merchant, amount and transaction reference. A screenshot alone is not proof of cleared payment; payment status must be reconciled against provider records. Do not send a password, Mobile Money PIN, card security code or one-time code to a seller, rider or support agent.

If money is debited but the order is not confirmed, do not repeatedly pay. Send the order number and provider reference to support and contact your provider when needed. Confirmed duplicate payments and other amounts due will be refunded. Refunds normally go to the original payment source; any alternative requires proportionate verification and agreement. We do not require a separate payment to release a refund.

We may pause fulfilment while a specific payment discrepancy is checked, explain what information is needed and resolve it without unnecessary delay. Payment disputes and lawful chargebacks remain available. Honest complaints are not fraud. No double recovery is permitted for the same loss; tell support about a provider refund so the records can be reconciled.

6 Delivery and nonfulfilment

Delivery is arranged for the location and period agreed for the order. A general estimate is not a guarantee of a specific day. Sellers must notify us of delays or unavailable goods promptly. Unless a different period is agreed, the Electronic Transactions Act requires execution within thirty days. If an order is not executed within the applicable period, a consumer may give seven days written notice and cancel as provided by law. Where goods are unavailable, the supplier must notify the consumer before the agreed period expires and refund payments within thirty days.

Provide a safe, accurate delivery location and an authorised recipient. Additional redelivery costs caused by incorrect details or an avoidable missed delivery must be reasonable, explained and agreed before a further attempt. A delivery confirmation is evidence of receipt, not a waiver of rights concerning defects, missing contents or misdescription. Report problems promptly; do not sign a false confirmation. Risk of loss remains with the responsible supplier until delivery to you or your authorised recipient, except where lawfully agreed otherwise for arrangements you make independently.

If SantonViva issues a delivery PIN, give it only to the assigned rider after receiving the package. A delivery PIN is different from a payment or account password, PIN or one-time code, which must never be disclosed to a rider.

7 Cancellations returns and refunds

Our Refund and Returns Policy forms part of these terms. Under Uganda's Electronic Transactions Act, a consumer may cancel a qualifying electronic transaction within seven days after receipt of goods or services, or within seven days after conclusion of the agreement as applicable. On a cancellation under that right, the consumer may be charged only the direct cost of returning goods and is entitled to a full refund of money paid within thirty days of cancellation. We will not add a restocking, handling or payment-processing penalty to that statutory right.

If required supplier disclosures or the opportunity to review, correct and withdraw before ordering were not provided, a separate fourteen-day cancellation right after receipt may apply, subject to the Act's specific exceptions. Rights for faulty, counterfeit, unsafe, wrong or materially misdescribed goods and other mandatory rights are preserved. A seven-day reporting period does not extinguish a longer legal right. Sale labels, packaging rules, seller policies and warranty exclusions cannot override the law.

8 Sellers and marketplace safeguards

Sellers must accurately describe products, keep stock current, meet agreed fulfilment times, honour lawful returns and cooperate with complaints and safety recalls. Customer details supplied for an order may be used only for fulfilment, lawful records and resolving that order; they must not be sold, reused for unrelated marketing or shared unnecessarily.

Seller commission, payout timing and deductions are governed by the seller's agreed commercial schedule. A payment reserve or deduction must have a documented contractual basis and relate to identifiable refunds, chargebacks, fraud concerns or other amounts properly due. We will provide an explanation and a route to challenge it, subject to legal restrictions. No unspecified penalty or retrospective fee is created by this page.

9 Acceptable use and intellectual property

Do not impersonate others, submit knowingly false claims or reviews, interfere with security, scrape personal data, upload unlawful content or misuse payment systems. Harassment, threats and discriminatory abuse are prohibited. Sellers must not improperly divert a SantonViva order to evade an agreed marketplace fee. SantonViva branding and original platform content may not be copied or presented as another business without permission or other lawful authority. You remain responsible for material you submit and must have the rights and permissions to supply it. You grant SantonViva a non-exclusive licence to display and process that material as reasonably necessary to operate the relevant listing, review or service; you retain ownership. Do not submit confidential data in public reviews. Report suspected infringement with the affected material, the rights claimed and reliable contact details.

10 Personal data and Lexa AI

The Privacy Policy explains data processing for the website, app, orders, sellers and support. Acceptance of purchase terms is not blanket consent to optional marketing or every future use of data. Optional marketing can be declined or stopped without preventing ordinary order messages.

Where available, Lexa is an AI assistant using Google Gemini. Messages you choose to send may be processed by that provider. Do not enter payment credentials, identification documents, health information or another person's confidential information into the chat. AI answers can be incomplete or wrong; they do not confirm an order, change a price, approve a refund or create a warranty. Confirm material transaction instructions with official support. Your statutory rights are not reduced by using AI.

11 Service interruptions and responsibility

We aim to keep the service available, but outages, maintenance and provider interruptions can occur. We will take reasonable steps to address issues within our control. Events beyond reasonable control may delay performance, but do not remove refund, delivery, security or other obligations imposed by law.

To the extent permitted by law, we are not responsible for losses that were not reasonably foreseeable when the transaction was agreed or that arise solely from your unlawful misuse of the service. Nothing excludes liability that cannot lawfully be excluded, liability for our own fraud, or mandatory consumer and data-protection remedies. No seller disclaimer automatically excuses SantonViva's own breach or negligence. Any allocation of liability applies only to the extent it is lawful and fair in the circumstances.

12 Suspension complaints and disputes

We may restrict an account or listing where reasonably necessary to investigate misuse, protect people or comply with law. Restrictions should be proportionate. Where lawful, we will explain the reason and allow the affected person to respond through support. Suspension does not cancel an accrued refund or other legal right.

For a complaint, send the order number, issue, relevant evidence and requested remedy to sales@santonviva.com or +256 700 948 008. We will investigate with the relevant seller or provider and explain the outcome. You may use your payment provider's dispute procedure, complain to an appropriate regulator or pursue a court remedy without first accepting a compulsory waiver or private arbitration. These terms are governed by Uganda law, subject to any mandatory law that applies. Competent courts retain their lawful jurisdiction.

13 Changes and related policies

Changes apply prospectively from the published effective date. They do not rewrite completed orders or remove accrued rights. Material changes requiring consent will require that consent. If one provision is invalid, the remaining lawful provisions continue. Mandatory law prevails over any conflicting policy.

Read the Privacy Policy, Cookie Policy, Refund and Returns Policy, Payment Information, Delivery Information and Warranty and Repairs pages. Contact support if wording appears inconsistent; the applicable law and the more protective mandatory consumer right prevail.

Business location: Naggalama, Uganda. SantonViva operates online. Contact Santon Aura Fashions at sales@santonviva.com or +256 700 948 008.