Terms of Service
Last updated: 19 October 2026
Welcome to Plugg ("Plugg", "we", "us"). These terms govern your use of plugg.biz, tenant storefronts (for example shop.plugg.biz and shop subdomains), and our mobile apps (together, the "Service"). By using the Service you accept these terms. If you use it for a business, you confirm you are authorised to act for it.
1. What Plugg is
Plugg is a marketplace directory and storefront tool. We host a shop's catalogue and make it easy for customers to reach the shop by WhatsApp, phone, SMS or enquiry form. Plugg is not a party to any sale. Orders, payments, deliveries, refunds and disputes are strictly between the buyer and the merchant.
2. Accounts
- Sign-in is by phone verification code or Google — there are no passwords. Keep your phone secure; activity under your verified number is yours.
- You must be 18 or older to hold an account or run a shop.
- Give accurate information. Impersonating a person or business is grounds for immediate suspension.
3. Merchant rules
- Be real and accurate. Your business, listings, prices, stock and hours must be truthful. "Ask for price" must mean a genuine quote on request.
- Lawful goods and services only. No weapons, drugs, counterfeit or stolen goods, adult services, fraud, or anything illegal in Kenya.
- Honour your listings. Fulfil orders and bookings you accept; handle complaints professionally.
- No review manipulation. No fake reviews, self-reviews or paying for ratings.
- Your content, our licence. You keep ownership of your photos and text; you grant Plugg a licence to display and promote them on and about the Service.
- Team access. You are responsible for what staff and managers you add do in your shop.
4. Shopper rules
- Use enquiries, reviews and chat genuinely — no spam, abuse, threats or harassment.
- Verify a merchant before paying. Plugg does not hold or process buyer payments, so we cannot recover money sent directly to a merchant.
- Report problems — the report button on every shop and listing reaches our moderation team.
5. Badges and discovery
A "Verified" badge means we have checked the business's identity documents and it is on a paid plan. It is an identity signal, not a guarantee of quality, delivery or refund. Trending and featured placement reflects platform activity and merchant choices, not an endorsement.
6. Paid plans
Core listing is free. Some features (for example the Verified badge, extra team seats or promotional placement) may require a paid subscription, billed as stated on the plan page. Paid status is shown publicly where relevant.
7. Moderation and suspension
We may hide, unpublish or suspend content or accounts that break these terms, attract credible reports, or create legal or safety risk. We try to explain our reasons, but we act first where harm is likely. Repeated or serious breaches mean permanent removal.
8. Intellectual property
The Plugg name, logo, design and software are ours. Do not copy, scrape or reverse-engineer the Service, and do not use another shop's content without its permission.
9. Ambassadors
Ambassador referrals earn commission on qualifying merchant sign-ups under the separate ambassador terms in the dashboard. Commissions are only due on genuinely paid, non-fraudulent subscriptions.
10. Disclaimers
The Service is provided "as is" and "as available". We do not promise uninterrupted availability, that listings are accurate, or that a merchant will perform. To the maximum extent the law allows, Plugg is not liable for indirect losses, lost profits, or the acts or omissions of shops or shoppers on the platform. Nothing in these terms limits liability that cannot be limited under Kenyan law.
11. Changes
We may update these terms; material changes are announced in the app or by email/notice. Continuing to use the Service after changes take effect means you accept them.
12. Governing law
These terms are governed by the laws of Kenya. Disputes go to the Kenyan courts unless we both agree to another forum.
13. Contact
Legal notices, questions and support: [email protected].