TrustBasket Vendor — Terms & Conditions

TrustBasket Vendor is the merchant-facing application of the TrustBasket marketplace platform. As a pharmacy vendor, the App enables you to:

• Register and verify your pharmacy business on the TrustBasket platform;
• List permitted pharmaceutical and health products with prices, images, and stock availability;
• Receive, accept, reject, and fulfil customer orders;
• Manage business information, opening hours, and availability;
• Receive earnings, tips, and refunds into a vendor wallet and withdraw funds to a verified Nigerian bank account;
• Invite and manage team members.

TrustBasket operates primarily in the Federal Republic of Nigeria, and all monetary amounts on the platform are denominated in Nigerian Naira (₦/NGN) unless otherwise stated.

To use the App as a pharmacy vendor, you must:

• Be at least 18 years old and legally capable of entering into binding contracts under Nigerian law;
• Operate, own, or be authorised to act on behalf of a pharmacy or patent and proprietary medicines business that holds all licences and registrations required under Nigerian law, including (as applicable) current PCN premises registration and licensure, and operate under the supervision of a superintendent pharmacist where required;
• Provide accurate, current, and complete information during registration and onboarding, and keep it updated;
• Not have been previously suspended or removed from the TrustBasket platform.

You must maintain all required licences for as long as you sell on the platform, and you must notify us immediately if any licence is suspended, revoked, or expires. We may request evidence of licensure at any time, and may suspend your account until valid evidence is provided.

If you use the App on behalf of a business entity, you represent that you have the authority to bind that entity to these Terms, and “you” refers to both you and that entity.

• You must register with a valid name, email address, password, and business name.
• You are responsible for maintaining the confidentiality of your login credentials, one-time passcodes (OTPs), and your withdrawal/transaction PIN. All activity carried out through your account is your responsibility.
• You must notify us immediately if you suspect unauthorised access to your account.
• You may not share, sell, or transfer your account to any third party.
• We may suspend or terminate accounts that provide false information, remain incomplete, or breach these Terms.

• Before selling on the platform, you must complete our onboarding process, which includes providing:

  • Business information (business name, address, city, phone number, and email);
  • Verification documents, including your CAC business number or any other business license number, proof of business address, and business logo;
  • Bank and payout details, including your bank name, account number, and account name for account verification.
• We may additionally require evidence of your PCN registration/licence and any other regulatory approvals before or after approving your account.
• We may approve, reject, or request re-submission of your documents at our discretion. Approval of a vendor account does not constitute an endorsement of your business or confirmation of your regulatory compliance — that responsibility remains yours.
• You warrant that all documents and details submitted are genuine, valid, and belong to you or the business you are authorised to represent. Submitting forged or fraudulent documents is grounds for immediate termination and may be reported to relevant authorities.

• You are solely responsible for the accuracy, legality, and quality of every product you list, including names, descriptions, images, prices, dosage forms/strengths, and stock availability.
• Over-the-counter medicines only: You are only permitted to list and sell over-the-counter (OTC) medicines and other permitted health products through the platform. You may only list products you are legally permitted to sell and dispense given your licence category. In particular, you must not list or sell through the platform:

  • Prescription-only medicines (POMs) except where, and strictly to the extent, permitted by applicable law, PCN guidelines, and TrustBasket platform policy, and only with valid prescription handling in place;
  • Controlled drugs and narcotics (e.g., substances regulated under Nigerian controlled-substances laws);
  • Unregistered, banned, or recalled medicines, or products lacking required NAFDAC registration;
  • Counterfeit, substandard, expired, or diverted pharmaceutical products;
  • Products whose listing, advertisement, or sale to the general public is prohibited by law or regulatory guidance.
• Product listings must not contain misleading medical claims, unapproved indications, or content that presents a product as a cure where such claims are not authorised.
• You grant TrustBasket a non-exclusive, royalty-free, worldwide licence to use, display, reproduce, and distribute the content you upload (including product images and your business logo) for the purpose of operating, marketing, and promoting the platform.
• We may remove, edit, or unpublish any listing that we reasonably believe violates these Terms, regulatory requirements, or applicable law, without prior notice. We may also restrict the categories of products pharmacy vendors can list on the platform at any time.

As a pharmacy vendor, you specifically agree that you will:

• Dispense responsibly: All orders must be prepared, checked, and released under appropriate professional supervision in line with PCN requirements and good pharmacy practice.
• Verify expiry dates and integrity: Never dispense expired, damaged, tampered-with, or improperly stored products. Products must retain adequate shelf life at handover.
• Maintain the cold chain: For temperature-sensitive products (e.g., insulin, certain vaccines and biologicals), maintain proper storage up to handover, or decline to sell such products through the platform if you cannot guarantee proper storage and transport conditions.
• Include required information: Dispensed products must carry their original manufacturer packaging and inserts where applicable; dosage and usage guidance must be consistent with the approved label.
• Refuse unsafe orders: You must reject any order that you have professional grounds to believe is unsafe, abusive (e.g., suspected misuse of codeine-containing or other abusable products), unlawful, or outside what may be sold without a valid prescription.
• Not provide diagnosis or treatment through the platform: The platform is a retail channel; it is not a telemedicine service. Any pharmaceutical care advice you give must comply with your professional obligations and is your sole responsibility.
• Report and cooperate: You must cooperate with any product recall, safety alert, or regulatory inquiry affecting products you have sold, and promptly notify affected customers and TrustBasket where required.

• When a customer places an order, you may accept or reject it within the App. If you reject an order, you may be required to provide a reason. Rejection on professional or legal grounds (Section 6.5) will not be penalised.
• Once you accept an order, you are obligated to fulfil it accurately — correct product, strength, form, and quantity — within the expected timeframe.
• You must keep your availability status, opening hours, and stock levels accurate. Repeated rejection (other than on professional grounds) or non-fulfilment of accepted orders may result in penalties, reduced visibility, or suspension.
• Where an order is collected by a dispatch rider or the customer, you must verify the pickup code presented before releasing the order, and package medicines securely and discreetly for transport.
• Refunds and order disputes are handled in accordance with TrustBasket's platform policies and applicable law. Given the nature of medicines, returned pharmaceutical products may not be resold; where a refund arises from your error (e.g., wrong or expired product), the refund amount may be deducted from your wallet or future earnings.
• Scheduled orders: Customers may place orders scheduled for processing at a later time. When you accept a scheduled order, the App will send you reminders 1 hour, 30 minutes, and 15 minutes before the scheduled processing time, and you must begin processing the order at that time.
• Late-processing fee: If you delay the processing of an accepted scheduled order beyond its scheduled processing time, you may be charged a late-processing fee of 20% of the order value, capped at ₦1,000 (one thousand Naira) per order. This fee may be deducted from your wallet or future earnings. Delays on professional or safety grounds under Section 6.5 will not attract this fee; other repeated delays may additionally result in penalties, reduced visibility, or suspension as described elsewhere in these Terms.

• Customer payments are collected and processed by TrustBasket and/or its licensed third-party payment processors. Your earnings, tips, refunds, and adjustments are credited to your in-app vendor wallet.
• Wallet balances are paid out to your verified bank account on the platform's payout schedule (currently automated payouts twice daily where a balance exists), and you may also request withdrawals in-app. Payout timing may vary due to bank processing times, weekends, public holidays, or technical issues.
• Withdrawals are protected by your transaction PIN. You are responsible for keeping this PIN confidential.
• Service fee: TrustBasket charges a service fee of 8.5% of the value of each sale made through the platform. This fee is deducted before earnings are credited to your wallet. We may also charge additional commissions or transaction fees; applicable rates will be communicated to you and may be updated from time to time with reasonable notice.
• You are solely responsible for your own tax obligations, including income tax, VAT, and any other levies arising from your sales. TrustBasket may withhold or remit amounts where required to do so by law.
• We may withhold, freeze, or reverse payouts where we reasonably suspect fraud, money laundering, chargebacks, disputes, regulatory violations, or breach of these Terms, pending investigation.

• You may invite team members (e.g., admin, staff, customer support, dispatch roles) to help manage your vendor account.
• You are responsible for all actions taken by your team members within your vendor account, including ensuring that dispensing-related actions are carried out only by appropriately qualified or supervised personnel.
• You must only invite individuals whose personal details (name, email, phone number) you are authorised to share, and you must remove team members promptly when they leave your business.

You must not:

• Provide false, misleading, or fraudulent information at any point, including about licensure;
• Sell or facilitate the sale of controlled, banned, unregistered, or counterfeit medicines;
• Manipulate prices, orders, reviews, or ratings;
• Process payments outside the platform for orders originating on the platform in order to avoid fees;
• Use the App to send spam or unsolicited communications;
• Interfere with, disrupt, reverse-engineer, or attempt to gain unauthorised access to the App, its servers, or other users' accounts;
• Use the platform for money laundering, terrorist financing, or any unlawful purpose;
• Upload malicious code or content that is unlawful, defamatory, obscene, or infringing.

Customers may rate and review your business. Reviews reflect customers' opinions, not TrustBasket's. We do not guarantee the removal of negative reviews, but we may remove content that violates our policies.

• The App, including its design, logos, trademarks, text, graphics, and software, is owned by or licensed to TrustBasket and is protected by applicable intellectual property laws.
• Except for the limited right to use the App for your business as a vendor, no rights are granted to you in the App or the TrustBasket brand.
• You retain ownership of the content you upload, subject to the licence granted in Section 5.

• You may stop using the App and request closure of your account at any time. Outstanding orders, disputes, and wallet settlements must be resolved before closure.
• We may suspend or terminate your account, with prior notice, if:

  • You breach these Terms, PCN/NAFDAC requirements, or other applicable law;
  • Your KYC verification fails, documents are found to be invalid, or your regulatory licence lapses or is revoked;
  • We receive substantiated complaints of counterfeit, expired, or improperly dispensed products;
  • We reasonably suspect fraud or abuse;
  • Required by law, regulation, or a competent authority.
• Upon termination, your right to use the App ceases immediately. Provisions relating to payments owed, liability, indemnity, intellectual property, and dispute resolution survive termination.
• Legitimate wallet balances remaining after termination will be paid out to your verified bank account after deduction of any amounts owed to TrustBasket, unless withheld due to ongoing investigation or legal requirement.

• The App is provided on an “as is” and “as available” basis. We do not warrant that the App will be uninterrupted, error-free, or free from harmful components.
• TrustBasket is a platform connecting vendors with customers. We are not a pharmacy, we do not dispense medicines, and we are not the seller of your products. The sale and dispensing relationship is between you and the customer, and all professional and regulatory responsibility for dispensing rests with you.
• To the maximum extent permitted by law, we disclaim all implied warranties, including merchantability, fitness for a particular purpose, and non-infringement.

To the maximum extent permitted by Nigerian law:

• TrustBasket shall not be liable for any indirect, incidental, special, consequential, or punitive damages, or for loss of profits, revenue, goodwill, or data, arising out of your negligence.
• TrustBasket is not liable for any harm arising from products you sell or dispense, including adverse reactions, dispensing errors, or regulatory penalties — responsibility for your products and professional practice rests with you.
• Our total aggregate liability to you for any claims arising under these Terms shall not exceed the total fees earned by TrustBasket from your transactions in the three (3) months preceding the event giving rise to the claim.
• Nothing in these Terms excludes liability that cannot be excluded under applicable law, including liability for fraud.

You agree to indemnify and hold harmless TrustBasket, its officers, employees, and agents from and against any claims, damages, losses, liabilities, and expenses (including reasonable legal fees) arising from: (a) your breach of these Terms; (b) your products, dispensing, or content, including claims of personal injury, adverse reactions, or regulatory violations; (c) your violation of any law, licence condition, or third-party right; or (d) actions of your team members.

• We may modify, update, or discontinue features of the App at any time. The App may receive automatic over-the-air updates.
• We may amend these Terms from time to time, including to reflect changes in pharmaceutical regulation. Material changes will be communicated through the App, email, or push notification. Your continued use of the App after changes take effect constitutes acceptance of the updated Terms.

By using the App, you consent to receive service communications from us electronically, including push notifications, emails, and in-app messages relating to orders, payouts, verification, recalls or safety notices, and platform updates. You can manage push notification preferences in your device settings.

Our collection and use of your personal data is described in our Privacy Policy, which forms part of these Terms. You are independently responsible for handling any customer information you receive (including order contents that may indicate health conditions) in accordance with the Nigeria Data Protection Act 2023 and your professional confidentiality obligations.

• These Terms are governed by the laws of the Federal Republic of Nigeria.
• We encourage you to contact our support team first to resolve any dispute amicably.
• Any dispute not resolved amicably within thirty (30) days shall be referred to arbitration in Nigeria in accordance with the Arbitration and Mediation Act 2023, before a sole arbitrator, with the seat of arbitration in Nigeria and proceedings conducted in English. Either party may seek urgent injunctive relief from a court of competent jurisdiction in Nigeria.

• Severability: If any provision of these Terms is held invalid, the remaining provisions remain in full force.
• No waiver: Our failure to enforce any right is not a waiver of that right.
• Assignment: You may not assign these Terms without our written consent. We may assign our rights and obligations to an affiliate or successor.
• Entire agreement: These Terms, together with the Privacy Policy and any platform policies referenced in them, constitute the entire agreement between you and TrustBasket regarding the App.

For questions about these Terms, contact us at:

• Email: support@trustbasket.co
• Website: https://trustbasket.co