Terms of Service

1. Accounts

You must be at least 18 years old to create an account. You are responsible for providing accurate information during registration, maintaining the confidentiality of your login credentials, and for all activity that occurs under your account. Notify us immediately if you suspect unauthorised access.

2. The Marketplace

xHerbs is a marketplace connecting buyers with sellers of herbal, wellness, and natural products, as well as traditional healing practitioners who offer consultation services. In addition to hosting third-party sellers, xHerbs operates its own store on the Platform and may sell products directly. The Platform supports three seller types: product sellers (physical and digital goods), healers (consultation and wellness services), and hybrid sellers (both products and services). Third-party sellers and healers are independent parties responsible for the accuracy of their listings, the quality of their products or services, and the fulfilment of their obligations. Products listed on the Platform should comply with applicable Nigerian regulations, including NAFDAC requirements where relevant.

3. Orders & Payments

• All prices are listed in Nigerian Naira (₦). Delivery fees are calculated per seller at checkout based on your delivery address.
• Payments are processed securely by Boldswitch. We never see or store your card number, bank login, or USSD PIN.
• Once an order is placed and paid, the seller is notified and expected to begin fulfilment within 48 hours.
• If a seller cannot fulfil an order, you may cancel the order before it is shipped. Cancellation of shipped orders is not permitted — use the return process instead.

4. Delivery

• Delivery is handled by each seller or their chosen courier. Delivery fees and timelines vary by seller and destination.
• xHerbs verifies whether each seller in your cart can deliver to your selected address before checkout. Items from sellers who cannot reach your address are excluded automatically.
• Once a seller marks an order as delivered, you have 24 hours to confirm receipt or report an issue. If you do not respond within 24 hours, delivery is automatically confirmed.

5. Returns & Refunds

• You may request a return within 24 hours of confirming delivery (or auto-confirmation at the 24-hour mark).
• Digital products are not eligible for returns.
• The seller has 12 hours to respond to a return request. If approved, stock is restored and a refund is processed. If the seller does not respond within 12 hours, xHerbs steps in to review.
• If you and the seller cannot agree, xHerbs will review the dispute and make a decision within 7 days.
• Refunds are processed through Boldswitch to the original payment method.

6. Healer Services & Consultations

• Healers offer consultation services (virtual, in-person, or both) listed with a description, price, and estimated duration.
• Booking and payment for healer services may be arranged through the Platform’s messaging system using payment requests. Payment is processed by Boldswitch, the same as product orders.
• Healers are independent practitioners. xHerbs does not verify medical qualifications, endorse treatments, or guarantee outcomes. Always consult a licensed healthcare professional for medical concerns.
• Reviews for healer services follow the same rules as product reviews (Section 8).
• Refund and dispute policies for services are handled on a case-by-case basis through the Platform’s dispute resolution process (Section 14). Since services cannot be “returned” in the traditional sense, disputes focus on whether the service was delivered as described.

7. Messaging

The Platform includes a messaging system for buyers and sellers to communicate about products, orders, and services. Messages may include text, images, videos, documents, voice notes, and payment requests. All messages are stored on the Platform. Do not share sensitive personal information (passwords, card details) through chat. xHerbs may review messages when investigating reports or disputes.

8. Reviews

• You may leave a review for a product after delivery has been confirmed, or for a healer service after the session is completed.
• Reviews must be honest and based on your actual experience. Fake reviews, incentivised reviews, and review manipulation are prohibited.
• Sellers may respond to reviews publicly.
• xHerbs reserves the right to remove reviews that violate these Terms.
• Reviews remain visible on the Platform even if the reviewer's account is later deleted.

9. Seller Obligations

Product sellers must provide accurate descriptions and images, maintain stock availability, and fulfil orders within 48 hours. Healers must accurately describe their services, qualifications, consultation type (virtual, in-person, or both), pricing, and session duration. All sellers must comply with applicable Nigerian regulations and must not list prohibited items including prescription medications, controlled substances, or products and services making unverified medical claims. Full seller terms are available at xherbs.store/seller-terms.

10. Commission & Fees

• During the launch period (first 6 months), xHerbs charges 0% commission on all sales.
• After the launch period, commission depends on seller tier: New Sellers (5%), Verified Sellers (3%), Anchor Sellers (2%).
• Commission is deducted from the sale amount before payout to the seller.
• There are no listing fees, setup fees, or monthly subscription charges for sellers.
• xHerbs reserves the right to modify commission rates with 30 days’ notice. Changes require explicit opt-in from each seller.

11. Coupons & Promotions

xHerbs may offer coupon codes or promotional discounts from time to time. Coupons are subject to specific terms (expiry date, minimum order amount, usage limits) communicated at the time of issue. xHerbs reserves the right to void coupons that are fraudulently obtained or used in violation of their terms.

12. Account Deletion

You may permanently delete your account at any time from your account settings. Upon deletion, your profile, addresses, wishlist, notification preferences, and followed sellers are removed. Order records are preserved (with your name removed) for seller and accounting purposes. Reviews you submitted remain visible but are disassociated from your account. Chat messages are retained for the other party but your name is removed. This action is irreversible.

13. Intellectual Property

All Platform content (logos, design, text, code) is the property of xHerbs or its licensors. Sellers and healers retain ownership of their product images, service descriptions, and other content they upload. By listing on the Platform, sellers and healers grant xHerbs a non-exclusive licence to display, reproduce, and distribute their content as needed to operate the marketplace.

14. Dispute Resolution

Disputes between buyers and sellers should first be resolved through the Platform’s in-app complaint and return system. If the seller does not respond within 12 hours, or if both parties cannot reach agreement, xHerbs will review the evidence and issue a decision within 7 days. If further resolution is needed, disputes shall be governed by the laws of the Federal Republic of Nigeria.

15. Limitation of Liability

xHerbs acts as a marketplace facilitator and is not liable for the quality, safety, or legality of products sold or services provided by third-party sellers and healers. We do not provide medical advice — consult a healthcare professional before using any herbal product or engaging a healer for wellness services. Use of the Platform is at your own risk. To the maximum extent permitted by law, xHerbs shall not be liable for indirect, incidental, or consequential damages.

16. Suspension & Termination

xHerbs may suspend or terminate your account at any time for violation of these Terms, fraudulent activity, or abuse of the Platform. Sellers may also be suspended based on Account Health metrics (order defect rate, late shipment rate, policy violations). Upon termination, your right to access the Platform ceases immediately. Outstanding payouts for delivered orders will be processed within 30 days of termination.

17. Changes to These Terms

We may update these Terms from time to time. Material changes (including commission rate changes) will be communicated via email or a prominent notice on the Platform at least 30 days before they take effect. Your continued use of the Platform after the update constitutes acceptance.

18. Contact

For questions about these Terms, contact us at [email protected].