Last Updated: November 2025
1. Acceptance of Terms
By accessing or using HUP ("the Platform"), you agree to be bound by these Terms and Conditions ("Terms"). If you do not agree to these Terms, do not use the Platform. These Terms apply to all sellers, customers, and visitors.
2. Definitions
- "Platform" refers to HUP, accessible at hup.rw and all subdomains
- "Seller" refers to businesses or individuals who create shops on HUP
- "Customer" refers to individuals who purchase from seller shops
- "Shop" refers to a seller's online storefront on HUP
- "We," "Us," "Our" refers to HUP and its operators
3. Seller Accounts and Shops
3.1 Account Registration
- You must be at least 18 years old to create a seller account
- You must provide accurate and complete information during registration
- Email verification via OTP is required to activate your shop
- You are responsible for maintaining the security of your account credentials
- One shop per seller in Phase 1 (subject to change in future phases)
3.2 Shop Subdomain
- Your shop will be accessible at
yourshop.hup.rw - Subdomains must be unique, DNS-safe (3-63 characters, alphanumeric + hyphens)
- We reserve the right to reclaim inactive or inappropriate subdomains
- You may add up to 1 custom domains with proper DNS verification
3.3 Seller Responsibilities
As a seller, you agree to:
- Provide accurate product descriptions, pricing, and availability
- Fulfill orders in a timely manner
- Respond to customer inquiries professionally
- Comply with all applicable Rwandan laws and regulations
- Not sell prohibited, illegal, or counterfeit products
- Maintain accurate inventory and stock levels
4. Prohibited Activities
You may NOT use the Platform to:
- Sell illegal, stolen, or counterfeit goods
- Engage in fraudulent or deceptive practices
- Violate intellectual property rights
- Harass, threaten, or abuse other users
- Distribute malware, viruses, or harmful code
- Attempt unauthorized access to the Platform or other accounts
- Scrape, copy, or reverse-engineer the Platform
- Use the Platform for money laundering or terrorist financing
5. Products and Listings
5.1 Product Content
- You own all rights to your product content (images, descriptions, etc.)
- You grant HUP a license to display and distribute your content on the Platform
- Product images must not violate copyright or trademark laws
- Up to 10 images per product; images are automatically optimized to WebP
5.2 Pricing and Currency
- All prices must be in Rwandan Francs (RWF) with no decimal places
- You are responsible for setting accurate prices and shipping costs
- Prices displayed to customers include any applicable taxes (if configured)
6. Orders and Payments
6.1 Payment Methods (Phase 1)
- Mobile Money (MoMo): Manual confirmation required by seller
- Cash on Delivery (COD): Payment collected at delivery
- Arrange Payment: Direct coordination between seller and customer
Automated payment gateway integration (Intouch, Flutterwave) coming in Phase 1B.
6.2 Order Fulfillment
- Sellers are responsible for order fulfillment and delivery
- Order status must be updated promptly (Pending → Confirmed → Preparing → Ready → Completed)
- Customers receive email notifications on status changes
- Sellers must honor delivery dates and time windows selected by customers
6.3 Refunds and Cancellations
- Sellers set their own refund and return policies
- Orders can be cancelled at any stage by the seller
- Stock is automatically restored upon order cancellation
- Disputes between sellers and customers must be resolved directly
7. Fees and Pricing
7.1 Beta Phase Pricing
During the Beta phase, HUP is available for 5,000 RWF (limited-time offer for early adopters).
7.2 Future Pricing
Pricing may change after the Beta phase. Existing users will be notified 30 days in advance of any price changes.
7.3 Payment Processing
HUP does not process payments in Phase 1. All payment collection is handled directly by sellers. Future phases may include payment processing fees.
8. Intellectual Property
8.1 HUP's IP
The Platform, including its design, code, features, and branding, is owned by HUP and protected by intellectual property laws. You may not copy, modify, or distribute the Platform without permission.
8.2 Your IP
You retain ownership of your shop content, product listings, and branding. By using HUP, you grant us a non-exclusive license to display and distribute your content on the Platform.
9. Data and Privacy
Your use of the Platform is governed by our Privacy Policy. By using HUP, you consent to our data collection and processing practices.
- Complete data isolation between shops (multi-tenant architecture)
- Enterprise-grade security (Argon2id, HTTPS/SSL, JWT authentication)
- We do not sell your data to third parties
10. Platform Availability and Uptime
- We target 95% uptime SLA but do not guarantee uninterrupted service
- Scheduled maintenance will be announced in advance when possible
- We are not liable for downtime, data loss, or service interruptions
- Beta phase users acknowledge the platform is under active development
11. Limitation of Liability
To the maximum extent permitted by law:
- HUP is provided "as is" without warranties of any kind
- We are not liable for indirect, incidental, or consequential damages
- Our total liability is limited to the fees you paid in the past 12 months
- We are not responsible for disputes between sellers and customers
- We are not liable for third-party services (Cloudflare, Postmark, etc.)
12. Account Termination
12.1 By You
You may delete your account at any time. Data will be retained for 30 days for recovery, then permanently deleted.
12.2 By Us
We may suspend or terminate your account if you:
- Violate these Terms or applicable laws
- Engage in fraudulent or abusive behavior
- Fail to pay fees (if applicable)
- Remain inactive for an extended period
We will provide notice before termination unless immediate action is required for legal or security reasons.
13. Dispute Resolution
- Disputes between sellers and customers must be resolved directly
- Disputes with HUP should be reported to [email protected]
- These Terms are governed by the laws of Rwanda
- Any legal disputes will be resolved in Rwandan courts
14. Changes to Terms
We may update these Terms from time to time. Changes will be posted on this page with an updated "Last Updated" date. Continued use of HUP after changes constitutes acceptance. Material changes will be communicated via email.
15. Beta Phase Disclaimer
Important: HUP is currently in Beta phase. Features may change, and some functionality may be incomplete or unstable. By using the platform during Beta, you acknowledge and accept these limitations. We appreciate your feedback to help us improve!
16. Contact Us
If you have questions about these Terms and Conditions, contact us:
Acknowledgment: By creating an account or using HUP, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions.