PHLUOWISE ECOMMERCE
TERMS OF SERVICE

1. TERMS AND CONDITIONS

1.1 Acceptance of Terms

By creating an account, accessing, or using Phluowise Ecommerce, you agree to these Terms. If you do not agree, do not use the Platform.

1.2 Platform Overview

Phluowise Ecommerce connects customers with independent water delivery companies (“Vendors”). We facilitate ordering and payment processing but do not own, manufacture, package, or deliver products.

1.3 Eligibility and Age Requirement (14+)

The Platform is intended for users aged 14 years and above.

• If you are under 14, you must not create an account or use the Platform.
• If you are 14 to 17, you represent that you have permission from a parent or guardian to use the Platform where required by law.

1.4 Account Registration and Security

You agree to:

• Provide accurate and complete information (including name, email, phone number, and delivery details).
• Keep your login credentials confidential.
• Notify us promptly if you suspect unauthorized access.

1.5 Orders and Payments

(a) Physical Goods vs. Digital Goods (Google Play Billing Policy)

Phluowise Ecommerce is used to order physical goods and delivery services (for example, water products delivered to you). Payments for physical goods and physical services are not required to use Google Play’s billing system, and may be processed through third-party payment providers.

If we ever offer digital goods or digital services that are purchased and used within the app (for example, paid app downloads, subscriptions for in-app features, or paid digital content), those transactions will be processed using Google Play’s billing system, unless an applicable Google Play policy exception or approved program applies.

(b) Payment Methods for Orders

• Payment Providers: Payments may be processed through third-party payment providers (including but not limited to Paystack, MTN MoMo, Telecel Cash, AirtelTigo Cash). We do not store full card or bank account details.
• No Circumvention: Where Google Play billing is required for a transaction, we will not direct users in-app to alternative payment methods except as permitted by Google Play policy and any applicable program requirements.

(c) Pricing and Availability

Vendors set product prices, delivery fees (if any), and availability.

(d) Failed Payments

If payment fails or is reversed, an order may be canceled or suspended.

1.6 Delivery, Returns, and Refunds

• Delivery: Delivery is performed by Vendors. Delivery timelines are estimates and may vary.
• Refunds/Returns: Refunds and returns are subject to the applicable Vendor’s policy and any mandatory consumer protection laws.

1.7 Prohibited Conduct (General)

You must not:

• Use false identity details, unauthorized payment methods, or another person’s account.
• Use the Platform for fraud, illegal activity, or to harm others.
• Interfere with, disrupt, or attempt to gain unauthorized access to the Platform.
• Upload or transmit malicious code.

1.8 Intellectual Property (Copyright and Trademarks)

(a) Platform IP (What We Own)

We own or license the rights in the Platform itself, including the app software, user interface, and Phluowise branding (logos and trademarks), and any original content created by us.

(b) Vendor and Third-Party Content (What We Do Not Own)

We do not own Vendors’ or other third parties’ data, product images, product descriptions, brand names, trademarks, certifications, or other content they provide or make available through the Platform (“Vendor Content”). As between Phluowise Ecommerce and each Vendor, Vendor Content remains the property of the relevant Vendor or its licensors.

(c) License to Display Vendor Content

Vendors grant us a limited, non-exclusive, worldwide, royalty-free license to host, reproduce, display, and distribute Vendor Content solely to operate, market, and improve the Platform and to fulfill orders. This license ends when the Vendor Content is removed from the Platform, subject to lawful retention and backup periods.

(d) Vendor Warranties

Vendors are responsible for ensuring they have all rights and permissions needed for Vendor Content, and that using it on the Platform does not infringe any third-party rights.

(e) Prohibited IP Infringement

You must not upload, post, list, transmit, or otherwise make available any content that infringes another person’s copyright, trademark, or other proprietary rights.

(f) Notice-and-Takedown (Copyright Complaints)

If you believe content on the Platform infringes your copyright, you may send a complaint to info@phluowise.com with:

• Your name and contact details.
• Identification of the copyrighted work claimed to be infringed.
• Identification of the content on the Platform (with enough detail for us to locate it).
• A statement that you have a good-faith belief the use is not authorized.
• A statement that the information is accurate.

We may remove or disable access to the content and may suspend or terminate repeat infringers where appropriate.

1.9 Screenshots and Screen Recording

To protect Vendor content and user privacy, the Platform may restrict screenshots and screen recording on some or all screens.

• You must not attempt to bypass any screenshot/screen-recording restrictions or other security controls.
• Even where a device allows screenshots, you must not capture, share, or reuse Vendor materials (including product images, branding, and listings) in a manner that infringes intellectual property rights or violates confidentiality, privacy, or law.

1.10 Child Safety Standards (CSAE/CSAM) and Zero-Tolerance Policy

Phluowise Ecommerce does not operate as a social or dating service. However, we maintain clear, publicly available standards consistent with Google Play’s expectations for child safety.

(a) Prohibited Content and Conduct

We expressly prohibit and have zero tolerance for:

• Child sexual abuse and exploitation (CSAE) in any form.
• Child sexual abuse material (CSAM), including any visual depiction or content involving a minor in sexually explicit conduct.
• Grooming, sextortion, trafficking, solicitation of minors, or any behavior that sexually exploits, abuses, or endangers children.

(b) In-app Reporting / Feedback Mechanism

The Platform provides an in-app mechanism for users to submit concerns or reports, including reporting content or behavior that may violate these standards (for example, via Help & Support → Report a Problem).

(c) Actions We Take Upon Knowledge

Where we obtain actual knowledge of CSAE/CSAM-related content or conduct on or through the Platform, we will take appropriate action consistent with law and these standards, which may include:

• Removing or disabling access to content.
• Suspending or terminating accounts.
• Preserving relevant records where legally permitted/required.
• Reporting to relevant authorities as required.

(d) Compliance with Child Safety Laws and Reporting to Authorities

We will comply with applicable child safety laws and regulations. Where required, we will report confirmed CSAM to the National Center for Missing & Exploited Children (NCMEC) (https://police.gov.gh/en/index.php/missing-children/).

(e) Child Safety Point of Contact

Child Safety Point of Contact: info@phluowise.com

1.11 Termination

We may suspend or terminate access if you violate these Terms, including the Child Safety Standards. You may stop using the Platform at any time and may request account deletion.

1.12 Governing Law and Dispute Resolution

These Terms are governed by the laws of Ghana. Disputes shall be resolved by the courts of Accra, Ghana, subject to any mandatory consumer protection rules.

2. PRIVACY POLICY

2.1 Scope and Overview

This Privacy Policy explains how Phluowise Ecommerce collects, uses, shares, and protects personal data when you use the Platform.

2.2 Children’s Privacy (14+)

The Platform is intended for users aged 14 years and above. We do not knowingly collect personal data from children under 14.

If we become aware that a child under 14 has provided personal data, we will delete it and may terminate the associated account.

2.3 Data We Collect

We may collect:

• Personal Data: Name, email, phone number, delivery address, and account profile details.
• Transaction Data: Orders, receipts, payment status, and delivery status.
• Device/Usage Data: App activity logs and diagnostics to maintain security and performance.

2.4 How We Use Data

We use personal data to:

• Create and manage accounts.
• Process orders and facilitate delivery fulfillment by Vendors.
• Provide customer support and respond to reports.
• Improve features, security, and performance.
• Comply with legal obligations (including tax and regulatory requirements).

2.5 How We Share Data

We may share data with:

• Vendors: Order and delivery information required to fulfill deliveries.
• Payment Providers: Payment processing and fraud prevention.
• Service Providers: Hosting, analytics, customer support, and security providers under appropriate safeguards.
• Legal/Regulatory Authorities: Where required by law, court order, or for lawful requests.

2.6 Security Measures

We apply reasonable safeguards appropriate to the risks, including:

• Encryption in transit (SSL/TLS).
• Access controls and least-privilege permissions.
• Monitoring and periodic security reviews.

2.7 Retention

We retain personal data only for as long as needed for the purposes described above, including:

• Transaction records: typically up to 7 years for tax/compliance purposes.
• Account data: until you delete your account, subject to lawful retention requirements.

2.8 Your Rights (Ghana Data Protection Act, 2012 (Act 843))

Subject to law, you may request to:

• Access and correct personal data.
• Delete personal data. Visit: Phluowise - Delete Account Request
• Withdraw consent for non-essential processing.
• Lodge a complaint with Ghana’s Data Protection Commission.

See more details in the resources below:

2.9 Contact About Privacy

Privacy requests can be sent to: info@phluowise.com

3. DISCLAIMER

3.1 Third-Party Services and Vendors

• Payment Providers: Payment services are provided by third parties under their own terms. We are not responsible for their outages or errors.
• Vendors: Vendors are responsible for product descriptions, pricing, quality, regulatory compliance of their products, and delivery performance.

3.2 Platform Availability

We aim for reliable service, but the Platform may be unavailable due to maintenance, outages, or factors beyond our control.

3.3 No Warranties

To the maximum extent permitted by law, the Platform is provided “as is” and “as available”, without warranties of merchantability, fitness for a particular purpose, or non-infringement.

3.4 Limitation of Liability

To the maximum extent permitted by law, Phluowise Ecommerce will not be liable for indirect, incidental, special, consequential, or punitive damages, or loss of profits/data, arising from use of the Platform.

3.5 Child Safety Notice (14+)

The Platform is not designed for children under 14. We will act on CSAE/CSAM reports consistent with Section 1.10.

3.6 Cookies

More about our cookies policy.