LEGAL & POLICIES
Dioum Online Shop Terms and Conditions
Agreement for online product sellers 5.10.26
These terms govern a brand’s online shop on the Dioum website and application (Platform). They cover admission, permitted goods, fees, fulfilment, returns and seller conduct. They do not govern paid map listings or service bookings, which require separate agreements.
1 Parties and acceptance
1.1 The agreement is between DIOUM LTD, company number 17094552, of 124-128 City Road, London, England, EC1V 2NX (Dioum, we, us), and the business identified in the accepted onboarding record (Seller, you). The person accepting must be at least 18 and authorised to bind the Seller. Your legal identity, trading name, address and business contact details must be accurate and kept current. Each product sale is between you and the buyer; Dioum supplies the marketplace and payment administration, not the goods, without excluding its own legal responsibilities.
1.2 You accept these terms and the disclosed fee schedule by an affirmative checkbox or equivalent electronic action. We record the accepted version and date and provide a copy you can retain. Activation requires approval, verification and completion of the applicable payment-provider onboarding. Payment of a fee does not guarantee approval; if we reject the application before activation, we refund the onboarding payment.
1.3 Once expressly accepted for online selling, these terms replace the general Provider Terms for that activity only. Existing customer rights and accrued liabilities remain. The Refunds, Returns and Cancellation Policy, Privacy and Cookie Policy, Acceptable Use Policy and applicable Community Guidelines must be supplied or linked before acceptance and apply to their respective subjects. Customer statutory rights and more favourable binding customer promises take priority. Any individual commercial variation must be expressly agreed in writing.
2 Own brand admission
2.1 At launch, admission is for businesses selling their own brand directly. You must own the brand or be its authorised operating company under common ownership, with evidence of that authority. A trademark registration is not the sole acceptable proof. Contract manufacturing of your own products is permitted, but does not remove your manufacturer, importer or other legal responsibilities.
2.2 Multi-brand retailers, marketplaces, general resellers and distributors selling third-party brands are not eligible under this launch programme. A shop must display only its approved brand. Third-party branded goods, mixed-brand bundles and undisclosed substitutions are prohibited. A company owning several brands must obtain separate approval for each storefront; approval of one brand does not approve the others.
2.3 You must disclose the manufacturer, dispatch location, returns arrangements and relevant importer or responsible person when requested. Products must be authentic, new and unused. You must be legally able to sell and deliver to each destination offered. Overseas brands require express approval and adequate UK delivery, tax, product-compliance and returns arrangements.
3 Online shop and map listing
3.1 A business may have one account with separately activated online-shop and map-listing services. Each has its own terms, fees and renewal choice. Cancelling one does not automatically cancel the other. No bundled price or second onboarding charge is implied; any separate map charges require acceptance.
3.2 These terms apply to contracts concluded through the online shop, including collection in store. Independent purchases concluded in a physical shop attract no online-shop commission merely because the business appears on the map. An online reservation that creates no purchase contract is distinguished from an online purchase. The anti-circumvention clause still applies to deliberate diversion of an online-shop transaction.
4 Product eligibility and higher-risk goods
4.1 You may list only products and categories approved by Dioum for your shop from time to time. Approval is an admission decision for the Platform, not product-safety certification, regulatory approval or a guarantee of legal compliance, quality or suitability.
4.2 You must not list prohibited, unsafe, recalled, counterfeit, unlawful, second-hand or refurbished goods, or any product outside the categories approved for your shop. You must not evade a category restriction by describing a product as an accessory, bundle component or free gift. Dioum may restrict or prohibit a category where reasonably necessary for safety, legal, insurance, payment-provider or operational reasons and will explain any material restriction where appropriate.
4.3 Before listing a higher-risk product, you must provide on request the exact model, manufacturer and applicable economic-operator details, safety assessments and test evidence, traceability information, instructions in English, appropriate use limits and all necessary warnings. Marketing content must demonstrate safe use and must not contradict the instructions. Dioum may request further evidence, impose proportionate listing conditions or decline or remove a product where safety or compliance is not adequately demonstrated.
4.4 Before listing a regulated product, you must provide model-specific evidence of its regulatory classification and lawful route to market, including any required conformity, registration, economic-operator or responsible-person information. You must also provide any applicable electrical, battery, material, food-contact, hygiene, instructions, cleaning, warnings, seals and traceability evidence. Registration must not be described as regulatory approval unless that statement is legally accurate. Approval of one model does not approve another model or accessory.
4.5 Personalised goods may be admitted within an approved category. Listings must specify exactly what is personalised, the production time and any lawful cancellation exception. Standard goods made only after an order are not automatically personalised or exempt from cancellation or return rights.
5 Safety and product information
5.1 You must meet the requirements applying to the product and destination, including safety, labelling, textile composition, nightwear, instructions, traceability, conformity markings where required and product claims. Great Britain and Northern Ireland must be assessed separately where their requirements differ. Keep supporting records and suitable product-liability insurance covering the goods and territories supplied; provide evidence on request.
5.2 You must promptly notify Dioum of a safety concern, recall, regulator action or material defect affecting listed goods. Stop affected sales, identify affected orders and cooperate with warnings, withdrawals, recalls and legally required remedies. You bear costs attributable to your goods or breach, except to the extent caused by Dioum’s own breach or negligence. Dioum retains its own legal duties and may remove affected listings immediately where appropriate.
6 Listings orders and delivery
6.1 Listings must accurately identify the Seller and product, materials, dimensions, sizes, variants, suitability, stock, price, applicable taxes, dispatch location, delivery charges and times, returns address and relevant warnings. Delivery and import charges must be disclosed before purchase; no undisclosed charge may be added afterwards. Sale prices and reviews must be genuine and not misleading.
6.2 The checkout and order confirmation must identify when the sale contract is formed and provide the applicable terms in a form the buyer can retain. You must honour confirmed orders, maintain stock and promptly notify the buyer and Dioum of any inability to supply. You must not cancel an order to avoid fees or replace it with a direct sale.
6.3 You select the delivery companies and services offered. Where the customer selects a service at checkout, you must fulfil that choice. A material change requires the customer’s agreement and must not impose an extra charge without consent. Dispatch within the promised time, enter accurate carrier and tracking details against the order promptly after dispatch, monitor delivery and handle carrier enquiries and claims.
6.4 You may set a free-delivery threshold for your brand. The threshold, eligible destinations and delivery method must be shown before purchase. Only qualifying goods from your brand count towards it; purchases from other brands do not. You fund delivery where the customer qualifies. No delivery charge may be retrospectively imposed on a statutory cancellation; any other adjustment must be lawful and expressly disclosed.
6.5 You pack and fulfil orders and remain responsible for delivery and customer remedies where goods are lost, damaged or late, subject to mandatory law. Risk generally remains with you until the consumer or their nominated recipient takes physical possession, except where law provides otherwise for a carrier independently commissioned by the consumer. Dioum does not select the carrier or fulfil the shipment. This does not exclude responsibility for Dioum’s own services or errors.
6.6 Keep order, dispatch and delivery evidence. Respond to customer and Dioum enquiries within two working days wherever reasonably possible, and promptly enough to meet all legal deadlines. A working day excludes weekends and public holidays in England. Communication may clarify sizes, product details, delivery, returns or safety, without diverting payment.
7 Commission
7.1 Commission is 10% of the product selling price after discounts, excluding separately stated delivery and VAT on the goods. The Seller funds any discount it authorises; Dioum funds a promotion only where it expressly agrees. Business fees and commission are exclusive of VAT where chargeable, and the amount payable must be disclosed before acceptance. Actual payment-processing charges are separate, disclosed before onboarding and borne by the Seller. Optional promotion fees require separate agreement.
8 Payments refunds and recovery from the Seller
8.1 Payments are processed using Stripe or another disclosed payment provider. You must complete its required onboarding, accept the applicable terms and maintain accurate payout details. You authorise Dioum, within its actual payment-provider permissions, to facilitate payments, refunds, permitted transfer reversals and deductions of properly owed amounts. These terms do not expand Stripe permissions or transfer liabilities that Stripe or law assigns to Dioum.
8.2 Before paid selling is activated, we must provide a payout schedule stating the applicable trigger, normal timing, deductions and circumstances for reserves or holds, based on the supported payment-provider configuration. The operational target is release after 30 calendar days from confirmed delivery where no return or dispute is outstanding, subject to the agreed schedule and the supported payment-provider configuration. This is an operational target only and not a representation that the applicable configuration automatically holds or releases funds on that basis; we do not promise a payout date that the applicable configuration does not support. Payout does not extinguish a later return, chargeback or reimbursement liability.
8.3 You fund customer refunds and legally required remedies for your sales, together with actual processing fees not returned by the payment provider. Those costs must not be deducted from the customer’s refund entitlement. For a full or partial refund, Dioum reverses the corresponding commission on the refunded product amount. Actual dispute fees and losses attributable to your transaction or breach are allocated to you, except to the extent caused by Dioum’s own breach or negligence. There is no double recovery.
8.4 Dioum may set off an itemised amount properly owed against available or future payouts, request a permitted transfer reversal, or maintain a proportionate reserve for reasonably anticipated refunds or disputes. We must explain the basis and review a reserve as the risk changes, releasing any excess promptly. Funds must not be withheld as a penalty or beyond payment-provider or legal limits.
8.5 If available funds are insufficient, pay an itemised reimbursement request within 14 calendar days of receipt. Promptly explain any disputed item and provide evidence; pay undisputed sums by the due date. We will review the dispute in good faith. This process must not delay customer refunds beyond their deadlines. Outstanding lawful debts survive closure or insolvency, but these terms do not guarantee recovery or remove Dioum’s own liabilities.
9 Product cancellations and returns
9.1 For eligible online product purchases, the customer must notify change-of-mind cancellation and dispatch the goods back within one total period of 30 calendar days, starting the day after receipt by the customer or their nominated recipient other than the carrier. There is no additional 14-day dispatch period after that contractual 30-day deadline. Timely dispatch is sufficient; the goods need not arrive back within the 30 days. Statutory cancellation and return rights remain separate and unaffected, including any longer statutory period arising where required information was not supplied. Rights for faulty or misdescribed goods are not limited by this contractual deadline. Cancellation is also permitted before delivery. Where you offer collection, the customer must notify cancellation and make the goods available for the agreed collection; your collection delay must not defeat a timely request. Apply the Refunds, Returns and Cancellation Policy to split deliveries, handling, refunds and lawful exclusions. Honour any longer return period promised before purchase.
9.2 The customer bears direct change-of-mind return postage only if properly informed before purchase. You bear any legally required refund of standard outbound delivery and non-refundable processing costs. Customers may inspect and try on goods as permitted by law. No automatic restocking charge applies; any diminished-value deduction must be lawful, evidenced and consistent with the policy.
9.3 For change-of-mind cancellation, refund without undue delay and within 14 days after notice, subject to the lawful right to withhold pending receipt of the goods or evidence of dispatch, whichever is earlier, unless you offered collection. Follow any earlier deadline required by law. Accept clear notices sent by legally permitted methods; neither an in-app button nor the optional cancellation form is compulsory.
10 Faults exclusions and return administration
10.1 You fund remedies for faulty, damaged, incorrect, misdescribed or undelivered goods, including reasonable return or collection costs and associated non-refundable processing costs. The separate statutory short-term right to reject faulty goods generally lasts 30 days; repair, replacement, price-reduction or rejection rights may continue afterwards. Do not present the change-of-mind deadline as the end of a customer’s fault-related rights.
10.2 Personalised goods and sealed goods unsuitable for return for genuine health-protection or hygiene reasons may be excluded from change-of-mind returns only where the legal requirements are met and the relevant information is supplied before purchase. A product is not automatically exempt merely because it is described as intimate or hygiene-sensitive. Opening ordinary packaging is not automatically a hygiene exclusion. Rights for faulty or misdescribed goods remain.
10.3 Supply clear return instructions and a workable returns address. For orders containing goods from several Sellers, give instructions only for your goods and allocate refunds to the relevant Seller and order lines. Do not require the customer to send another brand’s goods to you. Cooperate with Dioum’s refund administration and preserve evidence without creating unnecessary barriers to remedies.
11 Customer contact and avoiding commission
11.1 You must not deliberately redirect a Platform online-shop enquiry or order to an external checkout, website, social-media message, bank transfer, cash payment or other route for the purpose of avoiding Dioum’s agreed fees. The rule covers attempts, including suggesting cancellation and reordering elsewhere, offering a discount conditional on external payment, or inserting links, QR codes or messages specifically designed to divert the transaction.
11.2 This rule does not prohibit your independent website, general advertising, pre-existing customer relationships or unrelated direct sales. Nor does it prevent legally required trader information, necessary delivery or return contact, warranty support or safety communications. A customer’s unsolicited suggestion is not itself your breach; declining it and keeping the relevant transaction on the Platform is compliant. We must have evidence of deliberate diversion, not merely the existence of contact details.
11.3 For ordinary confirmed breaches, the first incident normally results in a written warning identifying the conduct, required correction and reasonable cure opportunity. A second separate confirmed incident after that warning may result in a final written warning. A third separate confirmed incident after the final warning may result in permanent termination of online-shop selling access only where proportionate, subject to clause 12 and applicable law. Several messages forming one incident are not automatically counted as several strikes.
11.4 We will give you the evidence or sufficient particulars, subject to others’ rights and lawful confidentiality restrictions, and a reasonable opportunity to respond before confirming a strike. A withdrawn finding does not count. A permanent exclusion has no automatic expiry and prohibits re-registration through a replacement account to evade it. An appeal or correction of an erroneous decision remains possible; any subsequent reinstatement must be expressly authorised.
11.5 No automatic 20% penalty or estimated transaction-value charge applies. Dioum may recover commission demonstrably avoided and other proven recoverable losses, subject to law, mitigation and no double recovery. The restriction applies to deliberate diversion of the relevant enquiry or order, including where it was initiated before closure; it does not impose a blanket ban on all dealings with that customer for 12 months.
12 Suspension termination and review
12.1 We may restrict listings or new orders for safety, suspected fraud supported by reasonable grounds, prohibited goods, missing compliance evidence, serious misuse, non-payment or material breach. Action must be proportionate. We provide reasons and the relevant facts in a form you can retain before or when a restriction or suspension takes effect, unless disclosure is legally prohibited.
12.2 Permanent termination normally requires at least 30 days’ written notice with reasons. A shorter period may apply only where legally permitted, including demonstrated repeated infringements or a legal obligation requiring earlier action. Serious fraud or urgent safety concerns may justify immediate protective suspension without waiting for warnings; immediate permanent termination still requires a lawful basis.
12.3 You may challenge a warning, suspension or termination through the support contact supplied at onboarding. We review the facts fairly and communicate the outcome and reasons. Where practicable, a person not responsible for the original decision reviews the appeal. A mistake must be corrected and affected access restored without undue delay. Contractual review does not limit legal remedies.
12.4 You may close your shop or cancel renewal through the available account controls or by written notice. Pay accrued fees and fulfil or lawfully refund existing orders. We preserve appropriate access or provide records needed for orders, returns, accounting and disputes, subject to security and data-protection requirements. Ending online selling does not automatically end a separately paid map listing. Any wider restriction requires its own contractual and factual basis.
13 Content privacy and platform operation
13.1 You retain your content rights and grant Dioum a non-exclusive, royalty-free licence to host, display, format and promote your approved product listings and brand on the Platform and in related marketing, with necessary service-provider sublicences. You must have rights to all supplied text, images and trademarks. Personal images and children’s images require all necessary permissions; this licence does not override privacy rights. On termination, new promotional use stops within a reasonable period, subject to lawful record retention and existing transaction needs.
13.2 Use customer information only as needed for the order, support, legal duties or another independently lawful purpose. Do not add buyers to marketing lists without the required lawful basis and consent where needed. Protect account credentials and customer data, limit staff access and promptly notify Dioum of incidents affecting shared data. Each party remains responsible for its own data-protection duties; a separate processing agreement is required where the actual roles require one.
13.3 Non-public commercial and account information is confidential, subject to disclosures to advisers, payment providers, regulators or others lawfully necessary. Sellers receive their own records and the customer information needed for their transactions. They have no entitlement to another Seller’s private sales, customer lists, negotiated fees or account records. Public product listings are not confidential.
13.4 Dioum provides its platform services with reasonable care and skill but does not guarantee traffic, sales or uninterrupted availability. It may maintain or improve features without unfairly depriving you of a paid service. Any ranking, paid-placement, data-access and complaint disclosures required for the live service must be provided before activation. A paid placement must be identified appropriately and does not guarantee sales.
13.5 Copies of Platform communications may be stored. Dioum does not routinely monitor all messages. Authorised personnel may access communications only where reasonably necessary and proportionate for complaints or disputes, safeguarding, fraud or security, moderation of reported content, legal compliance or claims, with appropriate access controls and logging. We will be transparent about such access and notify affected users where appropriate, unless notification would be inappropriate or legally restricted. Do not put health, medical, allergy, safeguarding or other special-category information into general free-text fields, ordinary messages or public content; where necessary for a product-related incident, legal claim or safety issue, use the appropriate notified process.
14 Liability changes and general provisions
14.1 You are responsible for your goods, claims, fulfilment, taxes and legal obligations, except where law imposes a duty on Dioum. You reimburse Dioum for reasonably incurred losses from third-party claims caused by your breach, unsafe goods, unlawful content or infringement, to the extent legally recoverable. Dioum must notify you, allow reasonable participation in the defence and mitigate loss. No recovery applies to the extent caused by Dioum’s breach or negligence.
14.2 Nothing excludes liability for fraud, fraudulent misrepresentation, death or personal injury caused by negligence, or liability that cannot lawfully be excluded or limited. Subject to that rule and legal reasonableness requirements, Dioum’s aggregate liability to the Seller in a 12-month period is limited to the greater of £5,000 and the platform fees and commission retained from that Seller in the preceding 12 months. This cap does not permit withholding Seller funds properly due or reducing customers’ mandatory rights. Neither party is liable for indirect or consequential loss to the extent lawfully excluded.
14.3 We give changes in a durable form with at least 30 days’ advance notice, or longer where legally required or reasonably needed for technical adaptation. A shorter period applies only where law permits, for example an urgent legal or security requirement. You may terminate before a change takes effect. Changes do not retrospectively alter existing orders or accrued liabilities. A fee increase applies no earlier than the next renewal following the notice period. Any refund for lost prepaid access must be addressed fairly and in accordance with law.
14.4 Notices use the business email supplied at onboarding and the Dioum contact supplied with the acceptance record, or another durable method agreed in writing. The registered office is also available for written notices. Consumer cancellation methods are governed separately by the refund policy. These terms are governed by English law, with the courts of England and Wales having jurisdiction, subject to mandatory rules. No partnership or employment is created. Any payment or refund authority is limited to what is expressly agreed and legally permitted.
14.5 Invalid provisions are severed only to the extent necessary. Failure to enforce a term is not a permanent waiver. Neither party may transfer obligations in a way that reduces the other’s rights without the required consent. Confidentiality, lawful payment and reimbursement obligations, existing customer remedies and provisions needed to resolve accrued claims survive termination. No third-party enforcement right is created under the Contracts (Rights of Third Parties) Act 1999.
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