Terms of Service

By accessing or using TuDu at tudu.ug, you agree to be bound by these Terms of Service, our Privacy Policy, and our Escrow Protection Charter. These terms constitute a legally binding commercial agreement between you and TuDu Uganda Limited, a company incorporated in the Republic of Uganda under Company Registration Number 80034912903 and Uganda Revenue Authority TIN 1018492041, having its registered corporate office at Plot 14 Lumumba Avenue, Nakasero, Kampala, Uganda. These Terms of Service apply to all visitors, registered buyers, verified merchants, institutional procurement partners, and courier personnel who access or utilize the platform.

You must be at least 18 years old to create an account, purchase products, or register as a merchant on TuDu. By using TuDu, you represent and warrant that you possess full legal capacity under Ugandan law to enter into binding contracts. Minors under 18 years are strictly prohibited from transacting on the platform. You are solely responsible for safeguarding your login credentials and for all activities conducted under your account. You agree to provide accurate, current, and complete registration details and to immediately notify TuDu Support if you suspect unauthorized access. TuDu reserves the right to suspend or terminate accounts that provide falsified information or engage in abusive conduct.

TuDu operates an open commercial marketplace modeled on institutional multi vendor standards. Unless explicitly designated on a product listing as sold directly by TuDu, TuDu Uganda Limited is not the seller of record. When you purchase goods on TuDu, you enter into a direct bilateral contract of sale with the individual verified merchant offering the item. TuDu acts as the neutral platform operator, technology provider, payment intermediary, and statutory escrow agent. TuDu coordinates catalog indexing, logistics dispatch, payment settlement, and dispute mediation. Merchants remain strictly responsible for product descriptions, authenticity, physical packaging, statutory trade licenses, and warranty fulfillment.

When you submit an order on TuDu, you initiate an offer to purchase from the seller at the displayed price. A binding commercial contract is concluded when the seller confirms dispatch and the sub order enters the fulfillment network. TuDu operates under a strict Prepayment Escrow Invariant. Cash on delivery is not supported on the platform. All buyer payments are completed upfront via MTN Mobile Money, Airtel Money, international debit or credit cards, or TuDu Wallet balances. All customer funds are deposited directly into segregated statutory trust accounts authorized under Part V (Sections 49 to 52) of the National Payment Systems Act 2020 through our licensed financial partners. Buyer payments remain locked in escrow and cannot be claimed by the merchant until verified doorstep handover and 4 digit buyer completion PIN entry.

All retail prices displayed on TuDu are quoted in Uganda Shillings (UGX) and include statutory Value Added Tax (VAT) where applicable under Ugandan tax law. Applicable delivery tariffs are computed using our transparent, distance based tariff model and are displayed itemized before payment confirmation. Upon payment authorization, buyers receive an instant digital invoice. Upon order completion, buyers can download an institutional tax invoice with URA EFRIS fiscal documentation and a Bank of Uganda Escrow Settlement Certificate. TuDu reserves the right to cancel orders arising from demonstrable pricing errors or payment processing failures, with an immediate, full refund credited to the buyer.

In compliance with Section 19 of the Electronic Transactions Act 2011 and the Anti Money Laundering Act 2013, TuDu enforces a mandatory Zero Unverified Selling rule. No seller may list products, import inventory, or receive customer payments without first completing identity verification. Individual sellers must verify their National Identification Number or foreign passport with biometric liveness matching against the National Identification and Registration Authority database. Commercial enterprises must submit verified registration certificates from the Uganda Registration Services Bureau and an active Tax Identification Number from the Uganda Revenue Authority. Sellers warrant that all listed goods are genuine, non counterfeit, in compliance with Uganda National Bureau of Standards (UNBS) requirements, and available in physical stock. TuDu applies automated order defect rate penalties, catalog delisting, and payout freezes to merchants who violate these quality benchmarks.

Physical custody of purchased goods is managed through TuDu verified logistics network comprising authorized motorcycle couriers, partner pickup stations, and regional transport carriers. Risk of loss or damage remains entirely with the merchant and courier during transit. Doorstep Buyer Protection: Upon courier arrival, buyers or designated recipients possess the legal right to inspect the external tamper evident packaging prior to handing over the 4 digit delivery completion PIN. Sharing the 4 digit PIN with the courier constitutes conclusive legal proof of physical receipt and authorizes the automated release of funds from escrow to the seller. Couriers are strictly prohibited from demanding extra fees, fuel money, or waiting surcharges.

Overseas purchasers located in the United Kingdom, European Union, North America, and elsewhere may purchase items on TuDu for fulfillment to recipients in Uganda. Every diaspora order constitutes a domestic retail sale governed by the Ugandan Sale of Goods Act 2017 with title transfer and delivery occurring inside Uganda. TuDu does not provide financial remittance services. Transactions represent the direct purchase of physical consumer goods and merchant services. Foreign card payments are protected by 3D Secure authentication. Fraudulent chargebacks initiated after verified 4 digit PIN delivery in Uganda are contested using cryptographic delivery logs and digital chain of custody records.

TuDu maintains a standard return window of 14 days from delivery for eligible physical goods. Products that arrive damaged, defective, materially different from descriptions, or counterfeit are covered under our buyer protection policy. If an issue occurs, the buyer may trigger an immediate escrow freeze in their account dashboard. Freezing escrow prevents any payout to the merchant and initiates an automated dispute review. TuDu Support will review submitted evidence, photos, and courier logs within three business days. Approved returns are picked up from the buyer doorstep or dropped at a partner pickup station at no expense to the buyer, and a full refund is disbursed upon verified package intake.

Users agree not to utilize TuDu to list, sell, or purchase counterfeit, stolen, hazardous, or illegal goods, manipulate product reviews, harvest user personal data, circumvent TuDu escrow to arrange off platform payments, upload malicious software or scraping bots, or engage in abusive behavior toward couriers or customer support representatives. Violations result in immediate account termination, forfeiture of pending commissions, catalog erasure, and formal referral to the Uganda Police Force or Uganda Communications Commission.

All proprietary platform software, brand marks, logos, user interface designs, and documentation are the exclusive property of TuDu Uganda Limited and are protected by Ugandan and international copyright, trademark, and patent laws. Merchants retain ownership of their proprietary product images and descriptions but grant TuDu a worldwide, royalty free, perpetual license to host, display, and promote their listings across platform channels. Rights holders may report trademark or copyright infringements through our Brand Protection Portal for rapid notice and takedown enforcement.

TuDu provides the digital marketplace on an "as is" and "as available" basis without warranties beyond those mandated by Ugandan consumer protection statutes. To the maximum extent permitted by law, TuDu disclaims liability for indirect, incidental, punitive, or consequential damages resulting from platform use, merchant default, or temporary network interruptions. TuDu total aggregate liability for direct claims arising out of any order or platform service shall not exceed the total transaction amount paid by the buyer for the specific order giving rise to the dispute. Nothing in these terms limits liability for gross negligence, willful misconduct, or bodily injury where prohibited by law.

Neither TuDu nor its delivery partners shall be held liable for fulfillment delays or performance failures caused by events beyond reasonable control. These events include severe weather downpours, flash flooding, public road closures, civil demonstrations, telecommunications or Mobile Money network outages, and regulatory directives. In such events, delivery SLAs are extended for the duration of the disruption.

Buyers and sellers agree to resolve transaction disputes through TuDu internal dispute mediation before pursuing external legal proceedings. Where a formal claim against TuDu Uganda Limited arises, the parties agree to engage in thirty days of good faith commercial negotiation. If negotiations do not resolve the dispute, the matter shall be submitted to the exclusive jurisdiction of the Commercial Court Division of the High Court of Uganda located in Kampala, governed by the laws of the Republic of Uganda.

Statutory legal notices and official correspondence must be delivered in writing to our registered corporate headquarters: TuDu Uganda Limited Plot 14 Lumumba Avenue, Nakasero, Kampala, Uganda Corporate Registration: 80034912903 Uganda Revenue Authority TIN: 1018492041 Legal Channel: legal@tudu.ug Support Desk: help@tudu.ug