Welcome to New Gavana Market. New Gavana Market is an online marketplace that allows independent store owners and businesses (“Store Owners”, “Sellers”, or “Vendors”) to display and promote products to customers (“Users”, “Customers”, or “Buyers”).
By accessing or using New Gavana Market, you agree to comply with these Terms of Use and Marketplace Policy.
1. ABOUT NEW GAVANA MARKET
New Gavana Market provides a platform through which independent businesses and store owners can:
- Create and operate a marketplace store;
- List and advertise products;
- Provide product descriptions and prices;
- Receive customer enquiries;
- Communicate with customers through WhatsApp;
- Arrange payment and delivery directly with customers.
New Gavana Market is primarily a marketplace and does not manufacture, own, stock, or directly sell products listed by independent Store Owners unless expressly stated otherwise.
Each Store Owner is responsible for the accuracy, legality, quality, availability, pricing, delivery, and fulfilment of their own products.
2. STORE OWNER VERIFICATION
To protect customers and maintain trust within the marketplace, every Store Owner may be required to provide identity and business verification information before their store is approved.
Required information may include:
- Full legal name;
- Ghana Card information;
- A clear photograph of the Ghana Card;
- A recent passport photograph;
- Telephone number;
- Residential or business address;
- Region, city, and town;
- Business information;
- Other information reasonably required for verification.
New Gavana Market may use this information to verify the identity of Store Owners, prevent fraudulent accounts, investigate complaints, protect customers and other Store Owners, and comply with applicable laws.
A Store Owner must provide accurate, genuine, and current information.
Providing false, altered, stolen, or misleading identification information may result in immediate rejection, suspension, or termination of the Store Owner's account and may be reported to the appropriate authorities where required or appropriate.
3. IDENTITY VERIFICATION DOES NOT GUARANTEE TRANSACTIONS
New Gavana Market takes identity verification seriously. However, verification of a Store Owner does not constitute a guarantee that every transaction, product, delivery, or representation made by that Store Owner will be legitimate.
Customers should carefully review product information, communicate with the Store Owner, confirm prices and delivery arrangements, and retain relevant transaction records.
New Gavana Market may investigate complaints and take appropriate action against Store Owners who violate these Terms.
4. STORE OWNER RESPONSIBILITIES
Every Store Owner agrees to:
- Provide truthful and accurate information during registration and verification.
- Only list products that they are legally permitted to sell.
- Provide accurate product names, descriptions, photographs, prices, and availability.
- Not advertise products that they do not reasonably expect to supply.
- Honour agreed prices and transaction terms.
- Communicate honestly and respectfully with customers.
- Deliver products that substantially correspond with the products advertised.
- Clearly communicate delivery charges and delivery conditions.
- Honour the payment options displayed or agreed with the customer.
- Handle legitimate returns and refunds in accordance with the applicable return policy.
- Not impersonate another business or individual.
- Not use another person's Ghana Card or identity information.
- Not create multiple fraudulent stores or accounts.
- Not upload misleading, fraudulent, stolen, counterfeit, or unlawfully obtained products.
- Not use New Gavana Market to facilitate illegal activities.
- Cooperate with investigations into complaints, suspected fraud, or abuse.
5. PRODUCT LISTINGS
Store Owners are solely responsible for the products they list.
Product listings must contain truthful and sufficiently clear information, including where applicable:
- Product name;
- Product description;
- Product images;
- Price;
- Available sizes, colours, quantities, or variations;
- Condition of the product;
- Delivery information;
- Return/refund conditions;
- Any material limitations or defects.
Store Owners must not deliberately misrepresent the condition, quality, authenticity, quantity, size, colour, brand, origin, or functionality of a product.
New Gavana Market reserves the right to remove listings that violate these Terms or applicable laws.
6. WHATSAPP PURCHASES
New Gavana Market uses WhatsApp as the primary communication channel for purchases between Customers and Store Owners.
When a Customer selects “Buy on WhatsApp” or another purchase option, the Customer may be directed to the Store Owner's designated WhatsApp account.
The Store Owner and Customer are responsible for confirming:
- The product;
- Quantity;
- Price;
- Delivery location;
- Delivery fee;
- Payment method;
- Expected delivery time;
- Return/refund conditions.
Customers should retain relevant WhatsApp messages, payment confirmations, receipts, and other transaction records.
7. PAYMENT OPTIONS
Store Owners may offer one or more of the following payment arrangements:
Payment Before Delivery
The Customer pays the Store Owner before the product is delivered.
Customers should confirm the Store Owner's payment instructions and retain proof of payment.
Payment on Delivery
Where offered by the Store Owner, the Customer pays when the product is delivered.
Not every Store Owner is required to provide payment on delivery.
The available payment option is determined by the Store Owner and should be confirmed before completing a purchase.
8. NEW GAVANA MARKET IS NOT THE PAYMENT RECIPIENT
Unless expressly stated otherwise, payments for products are made directly between the Customer and the Store Owner.
New Gavana Market does not represent that it has received, held, or guaranteed a Customer's payment merely because a transaction was initiated through the marketplace.
Customers should verify payment details carefully before transferring money.
9. DELIVERY
The Store Owner is responsible for arranging delivery unless another arrangement has been expressly agreed.
Before payment, the Customer should confirm:
- Delivery location;
- Delivery fee;
- Expected delivery time;
- Delivery method;
- Whether payment on delivery is available.
Store Owners must make reasonable efforts to deliver products within the time communicated to the Customer.
If a Store Owner cannot fulfil an order, the Store Owner should promptly inform the Customer and arrange an appropriate refund where the Customer has already paid.
10. WRONG, DAMAGED, DEFECTIVE OR MISREPRESENTED PRODUCTS
Customers should inspect products as soon as reasonably possible after delivery.
A Customer may contact the Store Owner regarding:
- A product that is materially different from its listing;
- A wrong product;
- A significantly damaged product;
- A defective product;
- Missing items;
- An incomplete order;
- A product that was materially misrepresented.
Depending on the circumstances, the appropriate resolution may include:
- Replacement;
- Return of the product;
- Refund;
- Partial refund;
- Another remedy agreed between the Customer and Store Owner.
The Store Owner must not deliberately refuse a legitimate complaint involving a product that materially differs from what was advertised.
11. RETURNS AND REFUNDS
Each Store Owner should clearly communicate their return and refund policy to Customers before a purchase is completed.
Where a product is materially defective, incorrect, materially different from its description, or otherwise subject to a legitimate return under the Store Owner's stated policy, the Store Owner should provide an appropriate remedy.
Refunds should normally be made using a mutually agreed payment method.
Customers may be required to return the product before a refund or replacement is issued, particularly where the returned product is necessary to verify the complaint.
New Gavana Market may request evidence relating to a disputed transaction, including:
- Product photographs;
- Delivery photographs;
- WhatsApp conversations;
- Payment confirmation;
- Order information;
- Delivery records.
12. CUSTOMER RESPONSIBILITIES
Customers agree to:
- Provide accurate delivery information;
- Communicate honestly with Store Owners;
- Not intentionally place fraudulent orders;
- Not falsely claim that an item was not delivered;
- Not damage a product and falsely claim that it arrived damaged;
- Not misuse return or refund procedures;
- Not make fraudulent payment claims;
- Respect Store Owners and delivery personnel;
- Follow agreed payment and delivery arrangements.
Customers who repeatedly abuse the marketplace may have their accounts restricted or suspended.
13. FRAUD AND DECEPTIVE ACTIVITY
New Gavana Market maintains a strict policy against fraud, identity theft, impersonation, payment fraud, false product listings, fake orders, fraudulent refund claims, and other deceptive activity.
Examples of prohibited conduct include:
- Using false identity information;
- Using another person's Ghana Card;
- Creating a store using stolen identity information;
- Advertising products that do not exist;
- Taking payment while intentionally refusing to supply the purchased product;
- Sending counterfeit or materially different products while representing them as genuine;
- Manipulating payment evidence;
- Creating fake customer accounts;
- Making fraudulent refund claims;
- Deliberately misleading another user;
- Using the platform for unlawful transactions.
Where there is reasonable evidence of fraud or other unlawful conduct, New Gavana Market may suspend the relevant account, preserve relevant records, cooperate with investigations, and report the matter to appropriate law-enforcement or regulatory authorities where required or appropriate.
Fraudulent conduct may result in civil or criminal consequences under applicable Ghanaian law.
14. STORE SUSPENSION AND TERMINATION
New Gavana Market may suspend, restrict, remove, or terminate a Store Owner's account where there is evidence of:
- Fraud;
- Identity misrepresentation;
- Repeated customer complaints;
- Failure to fulfil orders;
- Repeated delivery problems;
- Misleading product listings;
- Abuse of the platform;
- Illegal activity;
- Violation of these Terms.
Depending on the circumstances, a Store Owner may be required to complete additional verification before their store is restored.
15. PROHIBITED PRODUCTS AND ACTIVITIES
Store Owners must not use New Gavana Market to advertise or facilitate products or activities that are unlawful or prohibited by applicable law.
New Gavana Market may remove products or stores that present legal, safety, fraud, or consumer-protection concerns.
16. REVIEWS, COMPLAINTS AND REPORTING
Customers may report suspected:
- Fraud;
- Misleading listings;
- Wrong products;
- Defective products;
- Non-delivery;
- Abuse;
- Suspicious Store Owner activity.
Store Owners may also report fraudulent customers or abusive behaviour.
Reports should contain sufficient information for New Gavana Market to investigate.
Where possible, users should provide evidence such as screenshots, payment confirmations, product photographs, order information, and relevant WhatsApp conversations.
17. MARKETPLACE DISCLAIMER
New Gavana Market provides a platform connecting Customers and independent Store Owners.
Unless expressly stated otherwise, New Gavana Market does not:
- Manufacture products;
- Own products listed by independent Store Owners;
- Guarantee the quality of every product;
- Guarantee delivery by every Store Owner;
- Guarantee payment between a Customer and Store Owner;
- Guarantee that every listing is completely accurate;
- Act as the legal agent of every Store Owner.
However, New Gavana Market may investigate reported violations and take action against users who breach these Terms.
18. PRIVACY AND PERSONAL INFORMATION
New Gavana Market may collect personal information necessary to operate the marketplace, verify Store Owners, maintain account security, investigate fraud, communicate with users, and comply with applicable law.
For Store Owners, this may include identity-verification information such as Ghana Card details and a passport photograph.
Such information must be handled securely and used only for legitimate purposes consistent with New Gavana Market's Privacy Policy and applicable Ghanaian data-protection requirements.
New Gavana Market will take reasonable technical and organisational measures to protect personal information against unauthorised access, misuse, loss, alteration, or disclosure.
For more information, users should review the New Gavana Market Privacy Policy.
19. WHATSAPP AND THIRD-PARTY SERVICES
Because transactions are initiated or completed through WhatsApp, users acknowledge that WhatsApp is a third-party service.
Users should review WhatsApp's own terms and privacy practices.
New Gavana Market is not responsible for interruptions, outages, security incidents, account restrictions, or other matters affecting third-party services outside New Gavana Market's reasonable control.
20. INTELLECTUAL PROPERTY
Store Owners must only upload product photographs, logos, descriptions, videos, and other materials that they have the right to use.
A Store Owner must not upload copyrighted, trademarked, private, or proprietary material without appropriate permission.
By uploading content to New Gavana Market, the Store Owner grants New Gavana Market permission to display that content for operating, promoting, and improving the marketplace, subject to the applicable Privacy Policy and any agreed limitations.
21. ACCURACY OF INFORMATION
Users are responsible for keeping their account and verification information accurate and current.
New Gavana Market may request updated information where necessary for security, verification, legal compliance, or marketplace integrity.
22. CHANGES TO THESE TERMS
New Gavana Market may update these Terms from time to time to reflect changes in the marketplace, technology, business practices, or applicable law.
Updated Terms will be published on the platform with a revised effective or updated date.
Continued use of the marketplace after an update constitutes acceptance of the updated Terms, subject to applicable law.
23. GOVERNING LAW
These Terms shall be interpreted in accordance with the applicable laws of the Republic of Ghana.
Nothing in these Terms is intended to remove or restrict any legal rights that cannot lawfully be excluded or restricted.
24. CONTACT AND COMPLAINTS
Questions, complaints, fraud reports, return disputes, or other marketplace concerns may be submitted through the official New Gavana Market support channels.
Users should provide sufficient information to allow the matter to be investigated.
25. ACCEPTANCE
By creating an account, registering a Store, listing products, purchasing products, or otherwise using New Gavana Market, you confirm that you have read and agree to these Terms of Use and Marketplace Policy.
New Gavana Market — Building a safer marketplace for buyers and businesses.