Terms of Service

1. What SureOrder is

SureOrder is an AI commerce operating system that helps merchants capture customer messages from multiple channels (WhatsApp, a hosted AI storefront, YouTube, TikTok, SMS and offline orders — with Instagram and Facebook messaging planned), turn them into orders with AI, present the merchant's own bank details so customers can pay the merchant directly, and help the merchant track payment and dispatch and keep customers updated.

We are a software platform. We are not a bank, a payment processor, a courier, or a lender, and we never take custody of your money or your goods. Customers pay you directly, into your own bank account, and you arrange your own delivery — SureOrder records and helps you manage those steps, but does not perform them.

2. Who can use SureOrder

SureOrder is a B2B tool for merchants selling lawful goods and services. By signing up, you confirm that you are at least 18 years old (or the age of majority in your jurisdiction), that you have authority to bind your business, and that you will only use SureOrder for lawful commerce.

We reserve the right to refuse or terminate service to any merchant whose use of the platform appears to be for fraud, money laundering, sale of prohibited goods, harassment, or other unlawful purposes.

3. Your account

You are responsible for keeping your sign-in credentials confidential. You must notify us immediately if you believe your account has been compromised.

One business, one merchant account. You must not share account access across unrelated businesses.

You are responsible for the actions of anyone you authorise to use your SureOrder account.

4. Your data, your customers' data

You retain ownership of all merchant data and customer data you bring into SureOrder. We process it on your behalf, under the terms of our Privacy Policy.

You confirm that you have a lawful basis to capture your customers' data and process it through SureOrder — typically because you are fulfilling an order they placed with you, or because they have given consent.

You can export your data in machine-readable form at any time via written request. We return it within 14 days.

5. Pilot and pricing

SureOrder is currently free for pilot merchants — a 30-day free pilot, no card required.

You will never be charged without being told the price in advance and agreeing to it; there is no automatic billing. When we introduce paid plans, we expect a simple, low monthly subscription, and we will confirm the exact price with pilot merchants before it applies.

Because customers pay you directly into your own bank account, SureOrder charges no per-transaction, commission, or settlement fees on your sales.

If you choose not to continue, you walk away. We give you a clean export of your data on request.

6. Payments and delivery

Customers pay you by bank transfer directly into your own bank account. SureOrder never receives, holds, or routes your money and takes no cut of your sales — we simply display the bank details you save and record the payment once you confirm it has landed. Settlement, refunds and chargebacks are between you, your customer, and your own bank.

You arrange your own delivery. SureOrder records each order and its dispatch status (and keeps dispatch locked until you confirm payment, when you leave that setting on), but it does not book couriers, handle goods, or take responsibility for delivery.

If we later add optional payment or delivery integrations, they will be opt-in, clearly marked, and governed by that provider's own terms — and we will update these terms before offering them.

7. AI outputs

SureOrder uses AI to extract orders from messages, suggest replies, score risk, and draft customer updates. AI is not perfect — extracted orders, suggested replies, risk scores and update drafts are all subject to merchant confirmation.

You are responsible for reviewing AI-generated content before it is sent to a customer or actioned against an order. We surface a confirmation step at every meaningful action for exactly this reason.

8. Fraud + dispute liability

SureOrder's trust engine and reconciliation exceptions are tools to help you reduce fraud loss — not a guarantee against it. You remain responsible for the dispatch decisions you make on your orders.

The payment-before-dispatch lock is on by default. Overriding it (which we permit, with an audit trail) is your decision and your liability.

9. Acceptable use

You must not use SureOrder to sell prohibited goods (firearms outside lawful channels, controlled substances outside lawful channels, counterfeit goods, sexually explicit content involving minors, or any other goods illegal in your jurisdiction).

You must not use SureOrder to send unsolicited bulk messages (spam) to customers who have not consented to hear from you.

You must not attempt to interfere with the platform, reverse-engineer its security, or access other merchants' data.

10. Service availability

We aim for high availability but do not guarantee uninterrupted service. We may take the platform offline for maintenance with reasonable notice, and outages outside our control (cloud provider failures, ISP outages, or failures of third-party services we rely on such as messaging or AI providers) are not breaches of these terms.

We are not liable for losses arising from temporary unavailability of the platform or any third-party integration.

11. Termination

You may close your SureOrder account at any time by emailing [email protected]. We delete or return your data on request within 14 days, subject to legal retention requirements.

We may terminate or suspend service if you breach these terms, particularly the acceptable-use provisions. We will normally give you notice and a chance to cure, except for serious breaches.

12. Limitation of liability

To the maximum extent permitted by law, SureOrder's aggregate liability to you for any claim arising out of or relating to the use of the platform is limited to the greater of (a) the amount you paid SureOrder in the 12 months prior to the claim, or (b) ₦100,000 (or local equivalent).

We are not liable for indirect, consequential, special, or punitive damages, including lost profits or business interruption.

Nothing in this section limits liability that cannot be excluded by law (e.g. fraud, gross negligence, or statutory rights of consumers).

13. Governing law + disputes

These terms are governed by the laws of the Federal Republic of Nigeria, except where the merchant is based in another jurisdiction in which case local mandatory consumer-protection laws also apply.

Disputes will first be raised by email and pursued in good-faith negotiation. If unresolved within 30 days, either party may pursue the matter in the competent courts of Lagos, Nigeria — or in the merchant's home jurisdiction where local law requires.

14. Changes to these terms

We update these terms when our service changes materially. The last-updated date appears at the top. We notify active merchants by email when changes meaningfully affect their rights or obligations.

15. Contact

Questions about these terms: [email protected].

For complaints about service or platform conduct: [email protected] with subject 'Complaint'.