Seller Code of Conduct

# SELLER CODE OF CONDUCT

*Last updated: Sept 2026*

## 1. PURPOSE

The Sotibuy Seller Code of Conduct establishes the standards expected from every Seller using the Sotibuy marketplace.

The purpose is to maintain a trustworthy, professional and customer-friendly marketplace for Buyers and Sellers.

## 2. HONESTY AND INTEGRITY

Sellers must conduct their business honestly and in good faith.

Sellers must not:

- Provide false information to Sotibuy.
- Mislead Buyers.
- Manipulate Product information.
- Make false claims about Products.
- Conceal material information about a Product.
- Engage in fraudulent transactions.

## 3. ACCURATE SELLER INFORMATION

Sellers must provide accurate information when registering and must keep their information reasonably up to date.

This includes:

- Full name or registered business name.
- Contact information.
- Business information where applicable.
- Bank/payment information.
- Product information.
- Other information reasonably required by Sotibuy.

## 4. AUTHENTIC PRODUCTS

Sellers must only list genuine Products where they are represented as genuine.

Sellers must not knowingly sell:

- Counterfeit Products.
- Fake branded Products.
- Stolen Products.
- Unauthorized copies.
- Products unlawfully obtained.

## 5. PRODUCT QUALITY

Sellers must ensure that Products are of the quality and condition represented in their listings.

A Seller must not deliberately:

- Hide defects.
- Misrepresent used Products as new.
- Misrepresent damaged Products as undamaged.
- Misrepresent refurbished Products as new.
- Remove important Product information.

## 6. ACCURATE PRODUCT DESCRIPTIONS

Product listings must accurately describe the Product.

Where relevant, Sellers should provide:

- Brand.
- Model.
- Size.
- Colour.
- Quantity.
- Material.
- Condition.
- Specifications.
- Relevant limitations.
- Warranty information where applicable.

## 7. PRODUCT IMAGES

Product images should reasonably represent the actual Product being sold.

Sellers should not use misleading images that materially differ from the Product supplied to the Buyer.

## 8. PRODUCT PRICING

Sellers must provide accurate and reasonable pricing.

Sellers must not deliberately manipulate prices in a manner intended to mislead Buyers.

Sotibuy may take action against fraudulent or deceptive pricing practices.

## 9. STOCK AVAILABILITY

Sellers must make reasonable efforts to keep Product availability accurate.

Sellers should not accept Orders for Products they know or reasonably should know are unavailable.

## 10. ORDER FULFILMENT

Once a Seller accepts a confirmed Order, the Seller is expected to fulfil it within the applicable preparation period.

The Seller must:

- Prepare the correct Product.
- Ensure the Product is complete.
- Package the Product appropriately.
- Make the Product available for collection by Sotibuy or its designated logistics partner.

## 11. SELLER IS NOT RESPONSIBLE FOR BUYER DELIVERY

Sellers are not ordinarily responsible for delivering Orders to Buyers.

Sotibuy will manage or coordinate the applicable delivery or pickup fulfilment process.

The Seller's responsibility is to properly prepare and hand over the Order for collection.

## 12. PACKAGING

Sellers must package Products appropriately for transportation.

Packaging should reasonably protect the Product against:

- Damage.
- Leakage.
- Contamination.
- Breakage.
- Other foreseeable transportation risks.

## 13. WRONG PRODUCTS

A Seller must not send a Product that differs from the Buyer's Order.

Where a Seller sends the wrong Product, the Seller may be responsible for the resulting return, replacement and applicable additional costs under Sotibuy policy.

## 14. INCOMPLETE ORDERS

Sellers must ensure that all components, accessories and quantities included in the Order are supplied.

Repeated incomplete Orders may result in Seller performance action.

## 15. ORDER CANCELLATION

Sellers should not cancel confirmed Orders without a legitimate reason.

Repeated or unjustified cancellations may affect the Seller's account and marketplace standing.

## 16. SELLER COMMUNICATION

Sellers must communicate professionally with Sotibuy and Buyers where communication is permitted through the Platform.

Sellers must not:

- Threaten Buyers.
- Harass Buyers.
- Use abusive language.
- Make discriminatory or hateful statements.
- Attempt to manipulate Buyers.

## 17. OFF-PLATFORM TRANSACTIONS

Sellers must not deliberately use Sotibuy to obtain a Buyer and then encourage the Buyer to complete the transaction outside Sotibuy for the purpose of avoiding Sotibuy's applicable fees, protections or processes.

This includes attempts to:

- Move Orders to private payment channels.
- Circumvent Sotibuy commissions.
- Redirect Buyers to unauthorized payment arrangements.
- Manipulate marketplace transactions.

## 18. BUYER INFORMATION

Sellers must handle Buyer information responsibly.

Buyer information obtained through Sotibuy must not be:

- Sold.
- Shared unnecessarily.
- Used for unauthorized marketing.
- Used for fraudulent purposes.
- Used for purposes unrelated to fulfilling the Order.

## 19. REVIEWS AND RATINGS

Sellers must not manipulate reviews or ratings.

Sellers must not:

- Create fake Buyer accounts.
- Pay for fake reviews.
- Threaten Buyers over reviews.
- Offer inappropriate incentives for positive reviews.
- Arrange fraudulent ratings.

## 20. RETURN AND REFUND COOPERATION

Sellers must cooperate with legitimate returns, refunds and replacement processes.

Sellers must not deliberately obstruct an approved return or refund.

## 21. PROHIBITED PRODUCTS

Sellers must comply with the Sotibuy Prohibited & Restricted Products Policy.

A Seller must not attempt to bypass Product restrictions by:

- Misclassifying a Product.
- Using misleading descriptions.
- Hiding restricted Products in unrelated categories.
- Removing identifying information.

## 22. LEGAL COMPLIANCE

Sellers are responsible for ensuring that their business activities and Products comply with applicable Nigerian laws and regulations.

This may include requirements relating to:

- Product safety.
- Consumer protection.
- Intellectual property.
- Taxation.
- Product registration.
- Importation.
- Labelling.
- Industry-specific regulation.

## 23. INTELLECTUAL PROPERTY

Sellers must have the necessary rights or authorization to use:

- Product images.
- Brand names.
- Logos.
- Product descriptions.
- Other copyrighted or protected material.

Sellers must not knowingly infringe another person's intellectual-property rights.

## 24. FRAUD

Sellers must not engage in fraudulent activity.

Examples include:

- Fake Orders.
- False delivery claims.
- False Product information.
- Payment manipulation.
- Refund fraud.
- Counterfeit sales.
- Identity fraud.
- Account manipulation.

## 25. MULTIPLE ACCOUNTS

Sellers must not create multiple accounts for the purpose of:

- Evading suspension.
- Manipulating ratings.
- Circumventing marketplace restrictions.
- Abusing promotions.
- Manipulating Orders.

## 26. MARKETPLACE MANIPULATION

Sellers must not manipulate Sotibuy's marketplace systems to obtain an unfair advantage.

This includes manipulating:

- Product rankings.
- Reviews.
- Ratings.
- Orders.
- Promotions.
- Pricing.
- Seller performance metrics.

## 27. PROFESSIONAL CONDUCT

Sellers are expected to maintain professional conduct when dealing with:

- Buyers.
- Sotibuy employees.
- Delivery personnel.
- Other Sellers.
- Business partners.

## 28. HARASSMENT AND ABUSE

Sellers must not threaten, intimidate, harass or abuse Buyers, Sotibuy personnel or logistics personnel.

Serious misconduct may result in immediate account action.

## 29. DISCRIMINATION

Sellers must not unlawfully discriminate against Buyers or other marketplace participants.

Sellers must comply with applicable Nigerian law and maintain professional conduct.

## 30. CONFIDENTIALITY

Sellers must protect confidential information received through Sotibuy.

Sellers must not disclose confidential Sotibuy information to third parties without authorization, except where required by law.

## 31. COOPERATION WITH INVESTIGATIONS

Sellers must reasonably cooperate with Sotibuy investigations concerning:

- Buyer complaints.
- Returns.
- Refunds.
- Counterfeit claims.
- Fraud.
- Delivery disputes.
- Product safety.
- Other marketplace issues.

## 32. DOCUMENTATION

Sotibuy may request reasonable documentation concerning a Seller or Product.

This may include:

- Purchase invoices.
- Supplier information.
- Product authenticity evidence.
- Regulatory documentation.
- Business information.
- Other information reasonably required for verification.

## 33. SELLER PERFORMANCE

Sotibuy may monitor Seller performance using reasonable marketplace indicators, which may include:

- Order fulfilment.
- Cancellation rate.
- Product complaints.
- Return rate.
- Buyer complaints.
- Product quality.
- Compliance with Sotibuy policies.

## 34. POLICY VIOLATIONS

Depending on the nature and seriousness of a violation, Sotibuy may:

- Issue a warning.
- Request corrective action.
- Remove a Product listing.
- Restrict a Product category.
- Reduce marketplace visibility.
- Suspend selling privileges.
- Suspend the Seller account.
- Terminate the Seller relationship.
- Recover applicable losses or costs where permitted by the Seller Agreement and law.
- Report suspected unlawful conduct to appropriate authorities where required or appropriate.

## 35. SERIOUS OR REPEATED VIOLATIONS

Sotibuy may take stronger or immediate action where a Seller:

- Sells counterfeit Products.
- Engages in fraud.
- Sells prohibited Products.
- Repeatedly sends incorrect Products.
- Repeatedly accepts Orders without available stock.
- Abuses Buyers or Sotibuy personnel.
- Attempts to circumvent Sotibuy fees or systems.
- Repeatedly violates marketplace policies.

## 36. FAIR ENFORCEMENT

Sotibuy will seek to apply this Code fairly and proportionately.

The action taken may depend on:

- Severity of the violation.
- Seller history.
- Frequency of violations.
- Impact on Buyers.
- Financial or safety risk.
- Whether the violation was intentional.

## 37. SELLER RESPONSIBILITY

A Seller is responsible for the conduct of its employees, agents or representatives acting in connection with the Seller's Sotibuy account, to the extent applicable.

## 38. UPDATES

Sotibuy may update this Code as its marketplace develops, new risks emerge or applicable laws change.

Material changes will be communicated appropriately.

## 39. GOVERNING LAW

This Code shall be interpreted in accordance with the laws of the Federal Republic of Nigeria, subject to applicable mandatory legal rights.

## 40. ACCEPTANCE

By registering as a Seller and accepting the Sotibuy Seller Agreement, the Seller confirms that they have read, understood and agreed to comply with this Seller Code of Conduct and other applicable Sotibuy policies.