Terms and Conditions

Effective date: 30 August 2026

These Terms and Conditions govern access to and use of SantonViva, including browsing products, creating an account, placing an order, registering as a seller, and using related marketplace services. By using the platform, you agree to these Terms together with the policies referenced below.

1. Definitions

  • SantonViva, we, us, or our: the online marketplace operated under Santon Aura Fashions.
  • Platform: santonviva.com and the marketplace services made available through it.
  • Customer: a person who browses, orders, or purchases a product through the platform.
  • Seller or vendor: an independent person or business approved to offer products through SantonViva.
  • User or you: any customer, seller, visitor, or account holder using the platform.

2. Marketplace role

SantonViva provides an online marketplace through which customers can discover and order products from participating sellers. Unless a product is clearly identified as sold directly by SantonViva, the relevant independent seller is responsible for the product’s accuracy, availability, condition, packaging, and fulfilment.

During the current launch stage, approved sellers generally hold their own stock and dispatch confirmed orders directly to customers. SantonViva coordinates the marketplace, payment and order records, customer support, seller standards, and dispute or return assistance.

3. Eligibility and accounts

  • You must have legal capacity to enter a transaction or use the platform with the involvement of a parent or lawful guardian.
  • You must provide accurate, current, and complete information.
  • You are responsible for safeguarding your account credentials and activity.
  • You must notify SantonViva promptly if you suspect unauthorised account use.
  • We may restrict or suspend an account involved in fraud, abuse, unlawful activity, or serious policy violations.

4. Product listings and availability

Sellers must provide accurate product descriptions, photographs, prices, variations, stock information, and dispatch details. Colours and appearance may vary slightly because of lighting, photography, and screen settings, but a listing must not materially misrepresent a product.

Products and prices may change before an order is confirmed. If a listing contains an obvious pricing, stock, or technical error, SantonViva may contact the customer to correct or cancel the affected order. A seller may not demand an undisclosed product-price increase after confirmation.

5. Orders

Submitting an order creates a request to purchase; it does not by itself guarantee acceptance or availability. An order is considered confirmed after relevant checks—including payment status, stock, customer details, and delivery arrangement—have been completed.

SantonViva or a seller may contact the customer by phone, WhatsApp, or email to confirm an order. An order may be delayed or cancelled where stock is unavailable, customer information is incomplete, payment cannot be verified, fulfilment is not reasonably possible, or fraud is suspected.

6. Payments and pricing

  • Prices are displayed in Uganda shillings (UGX) unless clearly stated otherwise.
  • Available payment methods are shown during checkout and may depend on the order or location.
  • Delivery charges and applicable fees will be displayed where available or confirmed before dispatch.
  • Users must not share card PINs, Mobile Money PINs, passwords, or one-time codes with sellers, riders, or support representatives.
  • Payment concerns are handled according to the Payment Information page and applicable payment-provider procedures.

7. Delivery

The estimated delivery period is generally 3–7 business days after order confirmation. Actual timing depends on product availability, seller and customer locations, courier capacity, weekends, holidays, weather, and other circumstances.

Customers must provide a reachable phone number and accurate delivery information. Additional charges or cancellation may apply when delivery fails because the customer is unreachable, unavailable, or supplied incorrect details. Please read the Delivery Information page for the complete process.

8. Returns, exchanges, and refunds

Customers may request a return within seven days after delivery, subject to eligibility, category exclusions, product condition, evidence, and the approved return process. Customers must contact SantonViva before returning an item. Full details appear in the Return & Refund Policy.

9. Seller responsibilities

  • Offer only lawful, genuine, accurately described products.
  • Maintain correct prices, stock levels, photographs, and product information.
  • Protect customer information and use it only as necessary to fulfil an authorised order.
  • Prepare and dispatch confirmed orders within the communicated timeframe.
  • Use suitable packaging and cooperate with delivery, return, refund, and dispute procedures.
  • Pay applicable marketplace commissions or fees agreed during seller onboarding.

SantonViva may remove listings, withhold or adjust eligible payouts, request evidence, or restrict a seller account where reasonably necessary to address refunds, disputes, fraud, counterfeit goods, repeated fulfilment failures, or policy violations.

10. Prohibited conduct

  • Fraud, impersonation, deceptive pricing, fake reviews, or misleading listings.
  • Sale of illegal, stolen, counterfeit, dangerous, or prohibited products.
  • Interference with the security, availability, or proper operation of the platform.
  • Collection, misuse, sale, or disclosure of customer or seller information without authority.
  • Attempts to avoid marketplace fees through improper off-platform transactions arising from SantonViva orders.
  • Harassment, threats, discriminatory conduct, or abuse of customers, sellers, couriers, or support staff.

11. Intellectual property

The SantonViva name, branding, website design, and original platform content may not be copied, misused, or presented as another business without permission. Sellers retain responsibility for ensuring they have the right to use the photographs, names, descriptions, and other content submitted with their listings.

12. Privacy

Personal information is handled according to the SantonViva Privacy Policy. Information may be shared with relevant sellers, payment providers, couriers, and service providers only as reasonably necessary to process an order, provide the requested service, maintain security, or meet applicable obligations.

13. Platform availability and responsibility

We work to keep the platform accurate and available, but temporary errors, maintenance, interruptions, or third-party service failures may occur. To the extent permitted by applicable law, SantonViva is not responsible for indirect or consequential loss that could not reasonably have been anticipated.

Nothing in these Terms excludes or limits a right or responsibility that cannot lawfully be excluded or limited. Where SantonViva is responsible for a confirmed order issue, any remedy will be assessed using the order evidence, applicable policy, and relevant circumstances.

14. Changes to these Terms

We may update these Terms when our marketplace, fulfilment system, payment methods, policies, or legal obligations change. The updated version and effective date will be posted on this page. Material changes will apply prospectively unless otherwise required.

15. Governing law and dispute support

These Terms are governed by the applicable laws of Uganda. Before starting formal proceedings, customers and sellers are encouraged to contact SantonViva with relevant evidence so that a reasonable resolution can be attempted.

16. Contact us

  • WhatsApp/Phone: +256 700 948 008
  • Email: sales@santonviva.com
  • Support page: santonviva.com/contact-us/