Terms, Policies & Privacy Guidelines

USE OF THE ANANSE PLATFORM:

By using the Platform, you agree that the purchase agreement is between you, the Consumer, and the Merchant. ANANSE facilitates but is not party to the sale. The Platform is for users aged 18 and over. ANANSE reserves the right to remove content or restrict access if Terms are breached. In disputes with Merchants, ANANSE will aim to mediate and resolve issues amicably.

PURCHASING ON THE PLATFORM:

Upon purchase, Merchants have 24 hours for ready-to-wear items and up to 48 hours for made-to-order items to confirm availability. Merchants may offer similar alternatives, which you may accept or decline. If declined, you will be refunded in full.

ORDERS, FEES AND SERVICES:

All payments must be made via the Platform’s payment gateway. Product costs include listed prices and shipping. Upon payment, you enter into a contract with the Merchant. Risk and ownership pass upon delivery. Duties and taxes may apply based on your location and are your responsibility unless stated otherwise. ANANSE may assist but is not obliged to confirm such duties.

CANCELLING AN ORDER:

Orders can be cancelled within 14 days of receipt. You may log into your account or email ANANSE with your reason for cancellation. Refer to our Returns and Refunds policy for more.

REFUNDS AND RETURNS:

Returns are only accepted for incorrect, defective, or damaged goods. For cross-border orders, return shipping is non-refundable. For domestic returns not due to defect, return shipping is at your cost. Refunds exclude original delivery fees unless otherwise specified. Please refer to our full Returns & Refunds policy.

CONTENT & INTELLECTUAL PROPERTY:

All content is protected by intellectual property laws. You may not copy or distribute content without written permission. By uploading content, you grant ANANSE a non-exclusive right to use it across any media.

ABUSING THE PLATFORM:

Please report any abuse, technical issues, or offensive material. ANANSE may take steps including removing content or banning users if Terms are breached. ANANSE does not monitor all content and accepts no liability for unlawful material.

LIABILITY & RELEASE:

We are not liable for transactions between Consumers and Merchants or for Merchant content. We do not review all posts or guarantee the quality or legality of listed products. Disputes with Merchants must be resolved directly. By using the Platform, you release ANANSE from all claims related to such disputes.

DATA PROTECTION AND PRIVACY:

By using the Platform, you consent to data storage and processing by ANANSE in accordance with applicable laws, including GDPR. Your data will be processed solely for its intended purpose and deleted once fulfilled.

GENERAL & GOVERNING LAW:

These Terms are governed by the laws of South Africa. Disputes will be resolved by mediation or arbitration through AFSA (Arbitration Foundation of Southern Africa). Failing resolution, parties submit to the jurisdiction of the High Court South Gauteng. If any clause is found invalid, the rest of the Terms remain enforceable.

USE OF THE PLATFORM & RESTRICTIONS:

Merchants agree not to: violate local or international laws; post abusive, misleading, or unlawful content; infringe third-party intellectual property rights; distribute malware or use scrapers; misuse Consumer personal data; or infringe ANANSE’s proprietary content. ANANSE may remove content or restrict accounts for breaches. Merchants hold sole responsibility for all posted content.

PUBLICATION ON OTHER PLATFORMS:

ANANSE may repost your designs, descriptions, and media content on third-party marketing channels. By posting on our platform, you consent to this promotional use, subject to the third-party platform’s terms of service.

ORDER FULFILMENT & SERVICE LEVEL AGREEMENTS (SLA):

When a sale occurs, you enter into a binding sales agreement with the Consumer. You are responsible for accurate product descriptions, legal compliance, and suitable packaging. Order confirmation requirements are:

• Ready-To-Wear: Confirm availability and process within 24 hours. Failure to do so allows ANANSE to cancel and refund the customer.
• Made-To-Order (MTO) & Made-To-Measure (MTM): Confirm order details within 48 hours. The customized item must be complete and ready for dispatch within 14 days. If declined or delayed, a full customer refund will be initiated.

IMPORT DUTIES & LOGISTICS:

Consumers may be liable for import taxes. If undetermined, they must consult local customs. ANANSE will attempt to flag where applicable but holds no obligation. DHL is our preferred carrier and shipping coordinates are managed directly via platform integration.

PAYMENTS TO MERCHANTS:

Payouts are processed after the customer return eligibility period ends. Payouts reflect total sales minus ANANSE’s commission fees. Merchants in listed African countries may receive local currency if the purchase was made in that currency.

CANCELLATIONS, REFUNDS, & DATA PROTECTION:

Consumers have 14 days post-delivery to cancel. Returned items must be sent back by the Consumer. Merchants must comply with all applicable privacy laws, including GDPR and POPIA. Customer personal data may only be used for the sole purpose of order fulfillment and must be deleted securely thereafter.

LIABILITY, RELEASE, & GOVERNING LAW:

Merchants hold full responsibility for their listings and transactions. ANANSE is not a party to sales agreements. Disputes with Consumers must be resolved directly. These Terms are governed by South African law. Disputes will first attempt resolution via AFSA mediation or arbitration, failing which they will submit to the jurisdiction of the High Court South Gauteng.

1. INFORMATION WE COLLECT:

We collect data to provide a seamless and secure shopping experience:

• Identity Details: Full name, age range (to verify 18+ requirement), and account credentials.
• Contact Info: Email address, phone number, physical billing address, and shipping address.
• Measurement Data: Custom measurements submitted voluntarily via the Fitmaster feature for Made-to-Measure orders.
• Transaction Logs: Purchased items, merchants transacted with, transaction totals, and payment references (no raw card data is stored).

2. HOW WE USE YOUR INFORMATION:

We process your personal information strictly for the following operational needs:

• To fulfill transactions and coordinate logistics between Consumers, Merchants, and DHL.
• To customize garments through the Fitmaster measurement profiles.
• To process payments securely through our integrated payment gateways (Paystack, Payfast, PayPal).
• To prevent fraudulent activities and resolve platform disputes.
• To send transactional emails, shipping status notifications, and marketing updates (with opt-out controls).

3. DATA SHARING & THIRD-PARTY DISCLOSURE:

We never sell your personal information. Data is shared only with selected partners necessary to facilitate platform actions:

Merchants: Shared with the specific merchant fulfilling your order (limited to name, shipping coordinates, phone number, and custom measurements if MTM).

Logistics & Payments: Shared with DHL for global deliveries, and with authorized payment processors for executing bank/card transactions.

4. COOKIES & TRACKING TECHNOLOGIES:

We use cookies and equivalent browser tracking to maintain state (e.g., keeping items in your cart, staying logged into your account session), and to monitor platform traffic patterns via Google Tag Manager and Facebook Pixel. Disabling cookies in browser settings may restrict cart functionality and checkout processing.

5. YOUR DATA RIGHTS & RETENTION:

You hold the right to access your stored personal information, request corrections, or ask for the deletion of your account and related logs. For any data inquiries or rights requests, contact our Data Officer at care@ananse.com. We retain data only as long as required to fulfill transactions, satisfy tax audits, or as required by governing South African financial law.

1. SHIPPING TIMELINES:

Orders are processed once payment is verified. Delivery typically takes 3 to 10 business days (excluding weekends and public holidays). Timelines may vary based on destination, customs processing, and courier efficiency. Once dispatched, you will receive a tracking number via email to monitor your order.

2. DELIVERY ADDRESS REQUIREMENTS:

Please ensure that the delivery address provided is complete and accurate, including:

• Full street address with building or apartment number
• City, postal code, and country
• Contact phone number

Shipping to P.O. Box addresses is not supported. If incorrect or incomplete information is submitted at checkout, ANANSE cannot be held responsible for delivery failures, delays, or lost shipments.

4. FREE SHIPPING PROMOTIONS:

From time to time, ANANSE may offer free shipping promotions. These cover the cost of standard delivery to your country but do not include customs duties, import taxes, or clearance fees, which remain your responsibility under DAP terms.

5. ORDER TRACKING & NON-DELIVERY:

Once your order has shipped, you will receive an email with tracking details. You may also log into your customer account at www.ananse.com to view order history and shipment status. If you experience any issues with tracking or non-delivery, please contact care@ananse.com for assistance.

6. UNDELIVERABLE OR REJECTED SHIPMENTS:

If a package is returned due to an incorrect address, unavailability at delivery, or refusal to pay duties, the cost of the original delivery and return shipping will be deducted from any applicable refund. To avoid this, ensure that you are available to receive the package and are prepared to cover applicable duties.

7. MULTIPLE MERCHANT ORDERS:

If your order includes items from different merchants, they may arrive separately. Shipping timelines and tracking details will be provided per package.

8. MADE TO MEASURE (MTM) ORDERS:

Products marked as Made to Measure (MTM) are custom-made to your specifications. These items are not eligible for return or exchange unless they are damaged or incorrectly fulfilled. Please refer to our Returns Policy for full details.