Seller Guidelines

1. You must be a registered business or an individual aged 18 or above to sell on TuDu.
2. Provide accurate and up to date business information including your name, address, and National ID or Business Registration certificate.
3. Each seller account must correspond to a unique, real business entity. Operating multiple accounts is prohibited.
4. Notify TuDu Support immediately through the support contact form if your account is accessed by an unauthorised person.
5. You are responsible for all activity under your account, including actions taken by your staff.
6. TuDu uses a four tier trust system. Tier 1 (Unverified) provides basic access. Tier 2 (Phone Verified) requires confirmation of a Ugandan mobile number via one time password. Tier 3 (ID Verified) requires submission of a National ID, passport, or driving licence for verification via the National Identification and Registration Authority registry. Tier 4 (Trusted Seller) is granted when you achieve a rating of 4.5 or above, response rate of 90 percent or above, at least 50 completed sales, and no unresolved disputes in the past 90 days.
7. Identity documents submitted for Tier 3 verification are processed by our partner against the NIRA registry. TuDu stores only a one way hash of your NIN. Your actual ID number is never retained.

1. Product titles must be clear, accurate, and descriptive. Do not include promotional claims in the title.
2. All product images must be clear, well lit, and accurately represent the item. Minimum resolution is 800 by 800 pixels.
3. Prices must be stated in Ugandan Shillings and must include all applicable fees and taxes. Do not advertise a lower price and charge more at delivery.
4. Product descriptions must accurately describe the condition, specifications, and contents.
5. Do not copy another seller product images or descriptions without permission.
6. Stock levels must be kept up to date. Accepting orders for out of stock items and then cancelling is a policy violation.
7. Counterfeit, replica, or imitation goods are strictly prohibited. All branded products must be authentic.

1. Maintain an order fulfilment rate above 95 percent. Sellers falling below this threshold may have their accounts reviewed.
2. Respond to buyer messages within 24 hours. Unanswered messages within 48 hours may result in an automatic refund for the buyer.
3. Pack items securely to prevent damage in transit. Use appropriate packaging materials for fragile goods.
4. Do not include marketing materials, invoices, or external links inside shipments that encourage buyers to purchase outside TuDu.
5. Honour your stated return and refund policy. TuDu minimum return window is 14 days for eligible defective or incorrect items.
6. Maintain a seller rating of 3.5 stars or above. Ratings below this may result in reduced listing visibility.

1. Dispatch orders within the handling time stated on your listing, up to three business days unless a longer period is clearly stated.
2. Use a TuDu approved courier partner or your own reliable delivery service. Provide valid tracking information for all shipments.
3. Do not ship prohibited or dangerous goods such as flammable materials without proper packaging or live animals.
4. For perishable goods, use appropriate cold chain packaging and provide a realistic estimated delivery time.
5. If you cannot fulfil an order, cancel it via the seller dashboard before the dispatch deadline and notify the buyer with a reason.
6. Sellers are responsible for import duties and taxes on goods shipped internationally to Uganda.

1. Comply with applicable Ugandan consumer protection law, including fair trading practices, accurate pricing, and honest product representation.
2. Display clear information about the product, price, delivery time, return policy, and warranty before the buyer completes purchase.
3. Do not use misleading advertising, bait and switch pricing, or false scarcity claims to induce purchases.
4. Honour statutory and stated return rights for defective, damaged, or materially misdescribed goods. Do not refuse valid returns without lawful grounds.
5. Issue refunds promptly when TuDu or a lawful authority determines a refund is owed. Withhold refunds only where you have documented evidence of buyer misuse or fraud.
6. Respect buyer privacy. Use buyer contact details only for order fulfilment and permitted communication related to that order.
7. Cooperate with TuDu dispute and mediation processes. Failure to respond to consumer complaints may result in automatic resolution in the buyer favour.
8. Report product safety concerns to TuDu Support immediately. Remove listings for recalled or unsafe products without delay.

1. Treat all buyers with professionalism and respect. Abusive, threatening, or discriminatory communication is grounds for immediate suspension.
2. Do not manipulate product reviews. Soliciting fake reviews or offering incentives in exchange for five star ratings is prohibited.
3. Do not list the same product multiple times to gain unfair search ranking advantages.
4. Seller fees and commissions must be paid promptly. Accounts with outstanding balances may be restricted.
5. Attempting to circumvent TuDu payment system by directing buyers to pay outside the platform is a serious violation and may result in permanent account closure.
6. Report suspected fraudulent buyers to TuDu Support rather than taking unilateral action.

1. Counterfeit goods, knockoffs, or items infringing on intellectual property rights.
2. Firearms, ammunition, and explosives, including replica weapons.
3. Prescription medicines, controlled substances, and illegal drugs.
4. Human organs, body parts, or biological samples.
5. Adult content and sexually explicit material.
6. Goods made from protected wildlife such as ivory or skins of endangered species.
7. Gambling products and services.
8. Items promoting hate, discrimination, or violence against any group.
9. Stolen goods or items without proof of legal ownership.
10. Surveillance equipment designed to spy on individuals without consent.

TuDu enforces these guidelines consistently and fairly. Sellers found in violation will be notified by email with details of the violation and any required corrective action. Sellers may appeal decisions by submitting a support enquiry within 14 days.