Effective Date:  04 AUGUST 2026

Version: 1.1
Your Trust is Our Priority
At Kilimanjaro Marketplace, protecting our customers is at the core of everything we do. We are committed to creating a safe, transparent, and reliable online shopping experience by working with verified vendors, secure payment providers, and trusted delivery partners.

This Customer Protection Policy explains how we safeguard your purchases, personal information, and shopping experience when using our platform.

Our Customer Protection Promise
When you shop on Kilimanjaro Marketplace, you benefit from:
✅ Secure Payments
✅ Verified Vendors
✅ Transparent Pricing
✅ Order Tracking
✅ Return & Refund Protection
✅ Secure Personal Data
✅ Customer Support
✅ Fair Dispute Resolution

1. Verified VendorsEvery vendor on Kilimanjaro Marketplace goes through a verification process before selling on our platform.Depending on the business type, verification may include:

National ID or Passport
Business License
TIN Certificate
Certificate of Incorporation
Business Contact Information
Bank or Mobile Money Verification

Verified vendors receive a
Verified Vendor Badge, helping customers identify trusted sellers.

2. Secure PaymentsCustomer payments are processed through trusted payment providers.
Supported payment methods include:
M-Pesa
Airtel Money
Mixx by Yas
HaloPesa
Visa
Mastercard
Bank Transfer using NMB, CRDB and NBC

Sensitive payment information is encrypted and processed using secure technologies.
NB: Kilimanjaro Marketplace does not store customers' PIN or card details.

3. Payment Protection To protect both customers and suppliers, vendors, payments may be held until:
The order has been inspected by Kilimanjaro Marketplace staff or delivered to customer.
The inspection period has expired.
No valid dispute has been raised.
NB: This process helps ensure customers receive what they ordered before vendor funds are released.

 4. Authentic Products Vendors are required to sell genuine, legal, and accurately described products.
The sale of the following is strictly prohibited:
Counterfeit products
Stolen goods
Illegal products
Expired products
Products that infringe intellectual property rights
NB: Products found to violate these rules may be removed immediately, and the vendor may face suspension or permanent removal.

5. Transparent Pricing Customers will always see:
Product price
Delivery charges
Applicable taxes (where required)
Discounts (where applicable)
Total amount payable before confirming an order
NB: No hidden charges will be added after checkout.

6. Order Tracking- TO BE ACTIVE SOON
Every confirmed order can be tracked through your account Order statuses include:
Pending Payment Payment Confirmed Processing
Packed
Shipped
In Transit
Out for Delivery
Delivered
Completed
Customers receive updates via:
Email
SMS (where available)
Push Notifications
Website or Mobile App

7. Return & Refund Protection
Customers may request a return or refund if they receive:
A damaged product
The wrong product
A defective product
An incomplete order
A counterfeit product
A product significantly different from its description
NB: All requests are handled according to the Kilimanjaro Marketplace Return & Refund Policy.

8. Fair Dispute Resolution
If an issue arises between a customer and a supplier/ vendor, Kilimanjaro Marketplace provides a structured dispute resolution process.
Our team will review:
Order details
Delivery records
Photos or videos
Communication history
Supplier/ Vendor response
Other relevant evidence

Possible outcomes include:
Full refund
Partial refund
Product replacement
Order cancellation
Complaint rejection (where evidence does not support the claim)
NB: Our goal is to resolve most disputes within 3–7 business days.

9. Personal Data Protection
We respect your privacy and protect your personal information in accordance with applicable laws, including the Personal Data Protection Act, 2022 (Tanzania).We are committed to:
Collecting only necessary information
Using data for legitimate business purposes
Protecting your information with appropriate security measures
Never selling your personal data to third parties
For more information, please see our Privacy Policy.

10. Fraud Prevention
To help protect our community, we actively monitor the platform for:
Fake accounts
Fraudulent transactions
Suspicious payment activity
Counterfeit products
Scam attempts
Abuse of marketplace policies
NB: Accounts involved in fraudulent activity may be suspended or permanently removed, and serious cases may be reported to the appropriate authorities.

11. Safe Communication
For your security:
Keep all order-related communication within Kilimanjaro Marketplace whenever possible.
Never share passwords or verification codes.
Avoid making payments outside the platform unless specifically authorized by Kilimanjaro Marketplace.
NB: We cannot guarantee protection for transactions completed outside approved marketplace processes.

12. Delivery Protection
Customers are encouraged to inspect their orders upon delivery.
If you notice:
Visible damage
Missing items
Incorrect products
NB: Please report the issue as soon as possible through your account or by contacting Customer Support.

13. Customer Responsibilities
To help us protect your shopping experience, you should:
Provide accurate delivery information.
Keep your account credentials secure.
Inspect products promptly after delivery.
Report issues within the applicable return period.
Use the platform honestly and responsibly.

14. Our Commitment
Kilimanjaro Marketplace is committed to:
Building trust between buyers and sellers.
Providing transparent and secure transactions.
Supporting fair outcomes for customers and sellers.
Continuously improving our marketplace through customer feedback and technology.

Need Assistance?
Our Customer Support team is ready to help.
Email
info@kilimanjaromarketplace.co.tz
Phone
+255 795 866 079
WhatsApp
+255 795 866 079 

Support Hours
Monday – Saturday: 8:00 AM – 8:00 PM (EAT)Sunday: 9:00 AM – 5:00 PM (EAT) Customer Protection at a Glance


Customer Protection Guarantee
Shop with confidence. Every order placed through Kilimanjaro Marketplace is backed by our commitment to security, transparency, and fair treatment. By combining verified vendors, secure payment processes, order tracking, responsive support, and clear return procedures, we strive to provide a trusted marketplace experience for customers across Tanzania.