Terms & Conditions

Last updated: 10 September 2026

Welcome to ELOHUBS (elohubs.com), an online B2B & B2C marketplace operated by ELOHOME Ltd, a company registered in the Republic of Rwanda with its head office at Kigali, Downtown, CHIC Building, Basement -3, A056B (Gate 5) ("ELOHUBS", "we", "us"). By creating an account or using the platform you agree to these Terms. If you do not agree, please do not use ELOHUBS.

1. What ELOHUBS is

ELOHUBS is a marketplace: independent, registered Rwandan businesses ("Sellers") list and sell their own products to customers ("Buyers"). Unless a listing explicitly says otherwise, ELOHUBS is not the seller of the products offered: the Seller named on the listing is the seller of record and is responsible for the products, their descriptions, pricing, stock and fulfilment. We provide the platform, payment collection, seller verification and the dispute process described below.

2. Accounts

• You must be at least 18 years old to use ELOHUBS.
• Registration requires a valid email address; signing in is protected by a one-time verification code sent to that address. You are responsible for keeping access to your email account secure and for all activity under your account.
• The information you give us (name, phone, delivery addresses) must be accurate and kept up to date.
• We may suspend or terminate accounts that violate these Terms, attempt fraud, abuse other users or our staff, or interfere with the operation of the platform. You can deactivate or permanently delete your account from your settings at any time.

3. Buying on ELOHUBS

3.1 Orders and prices

• All prices are shown in Rwandan Francs (RWF) unless stated otherwise.
• Some listings carry a minimum order quantity (MOQ) or volume pricing set by the Seller.
• An order is an offer to buy. It is confirmed when you receive the order confirmation and, for online payments, when the payment is completed.

3.2 Payment

• You can pay by MTN Mobile Money, Airtel Money, card, or cash on delivery (COD) where offered.
• Online payments are processed by our licensed payment partner (XentriPay). Card details are entered on the payment partner's secure page and never touch ELOHUBS servers.
• COD orders are handed over against a one-time confirmation code. Share it with the courier only when you accept the goods.

3.3 Delivery

Delivery timelines shown on listings are the Seller's estimates for delivery within Rwanda. Delays caused by events outside a Seller's reasonable control can occur; the order tracking page always shows the current status.

3.4 Cancellations, returns and refunds

You may request cancellation of an order that has not yet been dispatched. After delivery, returns and refunds follow our Return & Refund Policy and the dispute process in section 5.

4. Selling on ELOHUBS

• Sellers must register their business and pass our verification (KYC) review, including business details and supporting documents, before listing products. We may decline or revoke verification at our discretion.
• New listings are reviewed before going live. Listings must be accurate, lawful, priced in RWF and owned by the Seller; counterfeit, stolen, restricted or illegal goods are prohibited.
• Sellers must fulfil confirmed orders promptly, keep stock levels accurate and honour the warranties stated on their listings.
• Fees: ELOHUBS charges Sellers no listing fees and no commission on sales. A flat withdrawal fee applies to each payout request, and Buyers pay a processing fee on online payments. The current amounts, the minimum withdrawal and how they are applied are set out in the Fees and Withdrawals Policy, which every Seller accepts when registering a business and which forms part of these Terms. If we increase a fee of our own or introduce a new one, we will give at least 30 days' notice before the change takes effect. Fees that pass through our payment partner's published rates change with the notice the partner gives us (at least 7 days), relayed to you as soon as we receive it. Continued selling after the effective date constitutes acceptance.
• Payouts: proceeds from online payments are collected by our payment partner and credited to the Seller's ELOHUBS balance. Requested payouts are processed in daily runs to the Seller's mobile money account, with the withdrawal fee deducted from the requested amount as described in the Fees and Withdrawals Policy.
• We may withhold or reverse payouts connected to fraudulent, disputed or cancelled transactions while they are investigated.

5. Disputes between Buyers and Sellers

If an order is damaged, wrong or materially not as described, the Buyer may open a dispute from the order within the window set in the Return & Refund Policy. Our team reviews the evidence from both sides and decides on a remedy (replacement, partial or full refund, or rejection of the claim). Both parties agree to cooperate with that process in good faith before pursuing other remedies.

6. Acceptable use

• No unlawful, fraudulent or misleading activity of any kind.
• No attempts to bypass the platform (including its payments or fees), scrape it at scale, probe its security, or disrupt its operation.
• No abusive, defamatory or harassing content in listings, reviews or messages.
• Reviews must reflect a genuine purchase experience.

7. Content and intellectual property

The ELOHUBS name, logo and platform are the property of ELOHOME Ltd. Sellers keep ownership of the content they upload (product photos, descriptions) and grant us a non-exclusive licence to display and promote it on and off the platform for as long as it is listed. You must not upload content you do not have the right to use.

8. Liability

We work hard to keep ELOHUBS available and secure, but the platform is provided "as is": we do not guarantee uninterrupted availability. To the maximum extent permitted by Rwandan law, ELOHOME Ltd is not liable for indirect or consequential losses, and its total liability for any claim connected to a transaction is limited to the amount paid through the platform for the order concerned. Nothing in these Terms excludes liability that cannot lawfully be excluded.

9. Data protection

We process personal data in accordance with Rwanda's Law No. 058/2021 relating to the protection of personal data and privacy. How and why we process data is described in our Privacy Policy and Cookie Policy.

10. Changes to these Terms

We may update these Terms as the platform evolves. Material changes are announced on the platform (and, for fee changes, with the 30-day notice in section 4 and the Fees and Withdrawals Policy). The "Last updated" date above always reflects the current version; continued use after a change means you accept it.

11. Governing law and contact

These Terms are governed by the laws of the Republic of Rwanda, and the courts of Rwanda have jurisdiction over disputes that cannot be resolved amicably. Questions about these Terms: contact our support team via the details in the site footer or on the About page.