Partner / Merchant Terms - Refya

1. Purpose and Refya's role

Refya is a platform for visibility and matching. Unless a feature explicitly states otherwise:

• Refya is not the seller/supplier of the Merchant's products or services;
• Refya is not a delivery service and does not employ couriers;
• the Merchant is solely responsible for its products/services, compliance, quality, pricing, and customer relationship.

2. Operator

The Platform is operated by Lumen Labz, LLC (Refya, we, us).

Support and complaints are handled via the Support section in the app and/or the Merchant interface.

3. Access to the Platform and account creation

3.1. The Merchant must provide accurate and up-to-date information (business identity, operational contacts, location, opening hours, categories, etc.).

3.2. Refya may request supporting documents and/or perform reasonable checks (for example business existence, information consistency, minimum compliance), and may reject or suspend an account in case of serious doubt.

3.3. The Merchant is responsible for account access security and all usage through its account.

4. Business profile, content and quality obligations

4.1. The Merchant is responsible for the accuracy of published information (prices, availability, opening hours, delivery zones, conditions, photos, etc.).

4.2. The Merchant warrants it has all necessary rights for submitted content (logos, images, texts, menus, etc.) and that such content is lawful (no counterfeits, no misleading or illegal content).

4.3. Refya may, without obligation, moderate, correct, hide, or remove content in case of non-compliance, report, or legal/platform risk.

5. Requests/orders and customer relationship

5.1. The Merchant processes requests/orders received through the Platform within reasonable time and informs the customer in case of unavailability, delay, or cancellation.

5.2. Customer payment: currently, unless explicitly stated otherwise, the customer pays the Merchant directly (outside the Platform). The Merchant remains responsible for receipts, refunds, disputes, and commercial obligations related to the sale/service.

5.3. The Merchant agrees not to misrepresent Refya's role to customers.

6. Subscriptions, billing and termination (Merchants)

6.1. Paid access. Some features (for example visibility options, advanced features) may require a subscription.

6.2. Renewal. Unless stated otherwise, subscriptions automatically renew each period (monthly/yearly) until termination.

6.3. Payment provider. Subscription payments are processed by a third-party payment provider (for example Stripe). Refya does not directly process full card details.

6.4. Payment failure. In case of failed payment, Refya may restrict, suspend, or disable paid features and/or merchant visibility.

6.5. Termination. The Merchant may terminate the subscription from its account (when available) or through support. Unless otherwise stated, termination takes effect at the end of the current billing period.

6.6. Refunds. Unless required by law or in case of manifest error (for example double charge), subscription payments are non-refundable.

6.7. Price changes. Refya may change pricing. In case of significant changes, Refya may notify the Merchant via app/interface.

7. Customer data shared with the Merchant

7.1. Shared data. When a customer places a delivery order, Refya may share required data with the Merchant: first name, last name, phone number, delivery address.

7.2. Sole purpose. This data may only be used to:

• fulfill the order/service;
• contact the customer for operational reasons (logistics, order-related support).

7.3. Prohibitions

• any resale, rental, sharing, or transfer of data to third parties;
• any WhatsApp/email/SMS outreach or direct marketing without a valid legal basis and/or customer consent, in accordance with applicable law.

7.4. Security and retention

The Merchant must implement reasonable security measures and keep data only as long as needed for execution and support, then delete/anonymize it.

7.5. Incidents

In case of data leak, unauthorized access, or security incident affecting data received via Refya, the Merchant must inform Refya without delay via support.

8. Regulated products/services (alcohol, OTC medicines, etc.)

8.1. Framework. The Merchant is solely responsible for compliance with applicable laws, licenses, authorizations, age restrictions, sales restrictions, and delivery restrictions in its country/area.

8.2. Alcohol. If the Merchant offers alcohol, it agrees to:

• enforce legal age (often 18 or legal majority);
• refuse sale/delivery in case of doubt about age, missing proof of age, or non-compliance;
• apply any local restrictions (hours, zones, quantities, etc.).

8.3. OTC medicines

• offer only products that are legally marketable without prescription;
• comply with local obligations for sale, storage, traceability, and information;
• not present these products as medical advice.

8.4. Prohibited items

Notably prohibited on the Platform: illicit substances, counterfeit goods, illegal dangerous products, prescription medicines without compliant process, and any product/service prohibited by local law or distribution platform policies.

8.5. Measures

Refya may request additional information, restrict a category, or disable an offer if it considers there is legal risk, user safety risk, or platform compliance risk.

9. Conduct, abuse and prohibitions

The Merchant must not:

• publish misleading information (price, availability, location);
• manipulate reviews, encourage fake reviews, or harass users;
• perform unauthorized mass data extraction (scraping);
• undermine Platform security (reverse engineering, bypass, attacks).

10. Intellectual property

10.1. Refya retains all rights over the Platform (brand, design, code, proprietary content, etc.).

10.2. The Merchant retains rights over its content, subject to granting Refya a non-exclusive license to display, reproduce, and distribute such content on the Platform and its promotional channels solely to operate and promote the service.

11. Availability and changes

Refya may evolve, modify, suspend, or discontinue all or part of the Platform (including features). Refya does not guarantee uninterrupted availability.

12. Suspension and termination

12.1. Refya may suspend or terminate Merchant access in case of:

• breach of Partner Terms;
• fraud or abusive behavior;
• legal risk, security risk, or harm to image/users;
• payment default.
• 12.2. Upon termination, profile and/or visibility may be disabled. Refya may retain certain data if necessary (legal obligations, dispute, security).

13. Liability and limitation

13.1. The Merchant is solely responsible for its products/services and legal obligations (licenses, compliance, taxes, safety, quality, etc.).

13.2. To the extent permitted by law, Refya is not liable for indirect damages, nor for disputes between Merchant and user.

13.3. Refya does not guarantee sales volume, request volume, or visibility level.

14. Indemnification

To the extent permitted by law, the Merchant agrees to indemnify Refya against any claim or damage resulting from:

• breach of Partner Terms;
• a non-compliant, dangerous, or illegal product/service;
• unlawful use of customer data;
• content provided by the Merchant.

15. Confidentiality

The Merchant agrees to keep confidential any non-public information related to Refya (internal operations, non-public commercial terms, etc.) that it becomes aware of.

16. Personal data

Personal data processing is described in the Privacy Policy available in the app. The Merchant acknowledges that receiving customer data implies compliance and security obligations.

17. Changes to the Terms

Refya may amend these Partner Terms at any time. The applicable version is the one published in the app/interface with its update date.

18. Governing law and disputes

These Partner Terms are governed by the laws of the Democratic Republic of the Congo, subject to mandatory applicable rules.

In case of dispute, parties will seek an amicable solution before any legal action.

If no amicable solution is reached, disputes fall under the jurisdiction of competent courts of the Democratic Republic of the Congo.

19. Support

Support and complaints can be submitted through the Support section in the app and/or the Merchant interface.