1. About Salibay

Salibay is an online marketplace operated by Salibay Kenya Limited, a business based in Nairobi, Kenya.

The platform enables customers to browse and purchase products supplied directly by Salibay, independent marketplace vendors, and approved international sourcing channels.

Salibay operates the website, coordinates order processing, facilitates available payment methods, supports delivery arrangements, and provides customer support for orders placed through the platform.

2. Eligibility to use the website

You must be at least 18 years old to create an account or make a purchase through Salibay.

A person under the age of 18 may use the website only with the involvement and permission of a parent or legal guardian.

By using the website, you confirm that the information you provide is accurate and that you have the legal capacity to enter into a purchase agreement.

3. Customer accounts

Some features of Salibay may require you to create a customer account. When registering, you agree to provide complete, current, and accurate information.

You are responsible for:

• Keeping your login credentials confidential
• Restricting unauthorised access to your account
• Ensuring that your contact and delivery information remains accurate
• Informing Salibay promptly if you suspect unauthorised account activity

Salibay may suspend or restrict an account where there is evidence of fraud, misuse, unlawful activity, repeated failed deliveries, abusive behaviour, or a breach of these terms.

4. Marketplace relationship

Salibay operates as an online marketplace. Depending on the product listing, the product may be supplied by:

• Salibay Kenya Limited
• An independent marketplace vendor operating in Kenya
• An approved international supplier or sourcing channel

Independent vendors are responsible for providing accurate product information, supplying the ordered products, maintaining reasonable stock information, and meeting Salibay’s fulfilment and product-quality requirements.

Salibay remains the primary customer support contact for orders placed through the website and will assist customers with order enquiries, delivery issues, eligible returns, and refunds.

5. Product information

Salibay and its marketplace vendors make reasonable efforts to ensure that product titles, descriptions, images, specifications, prices, availability, and other listing information are accurate.

Product colours and appearance may vary slightly because of screen settings, lighting, photography, product updates, or manufacturing variations.

Where a product listing contains a material error, Salibay may correct the information, contact the customer for instructions, or cancel the affected order and issue any applicable refund.

Product images are provided for identification and illustration. Customers should review the full product description, specifications, available variants, delivery estimate, and payment requirements before placing an order.

6. Product availability

All products are subject to availability. Adding a product to a cart or wishlist does not reserve the product.

A product may become unavailable after an order has been placed because of inventory changes, vendor stock updates, supplier restrictions, or other circumstances.

If an ordered product becomes unavailable, Salibay may:

• Offer an appropriate replacement for the customer’s approval
• Provide a revised fulfilment timeline
• Remove the unavailable product from the order
• Cancel the affected product or order and issue an applicable refund

7. Prices and currency

Unless otherwise stated, prices displayed on Salibay are shown in Kenyan Shillings (KES).

The total amount payable may include:

• The product price
• Applicable delivery charges
• Taxes or statutory charges, where applicable
• Other charges clearly disclosed before the order is completed

Prices may change without prior notice. However, a price change will not normally affect an order that has already been accepted and paid for, except where the displayed price resulted from an obvious technical, typographical, supplier, or system error.

If a material pricing error is identified, Salibay may contact the customer to confirm whether they wish to proceed at the correct price or cancel the affected order and issue an applicable refund.

8. Payments

Available payment methods may include M-Pesa, debit or credit cards, bank payments, cash on delivery for eligible orders, and other payment methods displayed during checkout.

Payment options depend on the product, fulfilment source, order value, delivery location, and customer eligibility.

Cash on delivery is available only for eligible locally available products delivered within Nairobi. Internationally sourced products must be paid for in advance.

By submitting a payment, you confirm that:

• You are authorised to use the selected payment method
• The payment information provided is accurate
• You authorise the applicable payment provider to process the transaction

Payments may be processed by third-party payment service providers. Salibay does not directly store complete card details.

9. Order placement and acceptance

Placing an order constitutes an offer to purchase the selected products. An order is not considered accepted until Salibay confirms it, verifies any required payment, and confirms that the product is available for fulfilment.

Salibay may verify:

• The customer’s identity and contact details
• The delivery address
• Product availability
• Payment status
• Order value and quantity
• Eligibility for cash on delivery

Salibay reserves the right to decline or cancel an order where there is suspected fraud, inaccurate information, product unavailability, a pricing error, a payment failure, a legal restriction, or a breach of these terms.

10. Order cancellation

Customers should contact Salibay as soon as possible if they wish to cancel an order.

An order may not be eligible for cancellation after it has been dispatched, handed to a courier, prepared by a vendor, customised, or submitted to an international supplier.

Where cancellation is approved after payment, the applicable refund will be processed in accordance with Salibay’s Returns and Refund Policy.

Salibay may cancel an order where:

• The product is unavailable
• Payment cannot be verified
• The customer cannot be contacted
• The delivery information is incomplete or invalid
• The order appears fraudulent or abusive
• A vendor or supplier cannot fulfil the order
• The product is restricted by law or platform policy

11. Shipping and delivery

Delivery timelines and charges depend on the product, fulfilment source, delivery location, package size, and selected delivery method.

Eligible locally available products may qualify for next-day delivery within Nairobi. Local orders outside Nairobi generally take approximately 2–3 business days, while internationally sourced products generally take approximately 10–15 days unless otherwise stated.

Delivery estimates are not absolute guarantees. Delays may occur because of vendor processing, courier operations, weather conditions, public holidays, customs clearance, inaccurate customer information, or events outside Salibay’s reasonable control.

Full delivery conditions are provided in our Shipping and Delivery Policy.

12. Customer delivery responsibilities

Customers must provide complete and accurate contact and delivery information when placing an order.

The customer or an authorised recipient should be available to receive the order at the agreed location.

Additional delivery charges may apply where delivery fails because:

• The customer provided an incorrect or incomplete address
• The customer or recipient was unavailable
• The customer could not be reached using the provided telephone number
• The customer refused a confirmed order without an approved reason

13. Returns and refunds

Returns are accepted only in accordance with Salibay’s published Returns and Refund Policy.

Eligibility may depend on:

• The reason for the return
• The product category
• The condition of the product and packaging
• Whether the request was submitted within the applicable return period
• Whether the product was supplied locally or sourced internationally

Customers may be required to provide photographs, video evidence, packaging, accessories, labels, receipts, or other information required to assess the return request.

Approved refunds will be processed using the original payment method or another agreed method. Processing time may vary depending on the payment provider and the circumstances of the order.

14. Non-returnable and restricted products

Certain products may not be eligible for return unless they are defective, damaged, incorrect, or otherwise eligible under applicable law.

These products may include:

• Perishable goods
• Personal-care and hygiene products that have been opened
• Underwear and intimate apparel
• Customised or made-to-order products
• Digital products or activated licences
• Products damaged through misuse or improper handling
• Products without their original packaging, accessories, or documentation

Product-specific return restrictions will be stated on the product page or in the Returns and Refund Policy where applicable.

15. Vendor obligations

Marketplace vendors must comply with Salibay’s vendor terms, product standards, fulfilment requirements, and applicable laws.

Vendors are responsible for:

• Providing accurate product information and images
• Maintaining accurate stock information
• Supplying authentic and lawful products
• Preparing orders within the required fulfilment period
• Providing products that match the customer’s order
• Cooperating with legitimate return and refund investigations

Salibay may restrict, suspend, or terminate a vendor account where the vendor repeatedly fails to meet marketplace requirements.

16. Prohibited products and activities

Customers and vendors must not use Salibay to buy, sell, advertise, upload, distribute, or facilitate:

• Illegal, stolen, counterfeit, or fraudulently obtained products
• Products that infringe intellectual property rights
• Unsafe or unlawfully restricted products
• Misleading, deceptive, or fraudulent listings
• Malicious software or harmful digital content
• Content that is unlawful, abusive, threatening, or discriminatory
• Transactions intended to evade applicable laws or payment controls

Salibay may remove prohibited content, cancel affected orders, restrict accounts, and report suspected illegal activity to the relevant authorities.

17. Reviews and customer content

Customers may be permitted to submit ratings, reviews, photographs, questions, or other content.

Any content submitted must be honest, relevant, lawful, and based on a genuine experience with the product or service.

You must not submit content that:

• Contains false or misleading information
• Infringes another person’s rights
• Contains abusive, obscene, defamatory, or unlawful material
• Includes malicious links or promotional spam
• Discloses another person’s private information without permission

Salibay may moderate or remove content that violates these requirements.

18. Intellectual property

The Salibay name, logo, website design, software, written content, graphics, icons, and other original platform materials are owned by or licensed to Salibay Kenya Limited.

Product images, trademarks, and content belonging to vendors, suppliers, manufacturers, or other third parties remain the property of their respective owners.

You may not copy, reproduce, modify, republish, distribute, sell, scrape, or commercially exploit website content without written authorisation from Salibay or the relevant rights owner.

19. Website availability and acceptable use

Salibay may update, maintain, suspend, restrict, or discontinue parts of the website where reasonably necessary.

You must not:

• Attempt to gain unauthorised access to the website or another account
• Interfere with the website’s operation, security, or performance
• Use automated systems to extract data without authorisation
• Introduce malware, harmful code, or security threats
• Use the website for fraud, impersonation, or unlawful activity
• Misuse discount codes, promotions, refunds, or payment systems

20. Third-party services and links

Salibay may use or link to third-party services, including payment processors, courier platforms, mapping services, communication services, and vendor websites.

Third-party services may be governed by their own terms and privacy policies. Salibay is not responsible for content or services operated independently by third parties, except to the extent required by applicable law or expressly stated in these terms.

21. Privacy and personal information

Salibay collects and processes personal information for purposes including account management, order processing, payments, delivery, customer support, fraud prevention, service improvement, and legal compliance.

Information about how personal data is collected, used, stored, and shared is provided in Salibay’s Privacy Policy.

22. Disclaimer and limitation of liability

Salibay will exercise reasonable care in operating the platform, coordinating orders, providing customer support, and working with marketplace vendors and delivery partners.

To the extent permitted by applicable law, Salibay will not be liable for indirect, incidental, special, or consequential losses arising from the use of the website or an order, including loss of profit, business opportunity, or data.

Nothing in these terms excludes or limits any right or liability that cannot lawfully be excluded or limited, including applicable consumer rights.

Salibay is not responsible for delays or failures caused by circumstances outside its reasonable control, including courier interruptions, supplier delays, customs processes, natural events, telecommunications failures, government action, or regional emergencies.

23. Indemnity

To the extent permitted by law, you agree to be responsible for losses, claims, or expenses arising from your unlawful use of the website, breach of these terms, infringement of another party’s rights, or fraudulent activity conducted through your account.

24. Suspension and termination

Salibay may suspend, restrict, or terminate access to the website or an account where:

• These terms have been breached
• Fraudulent or unlawful activity is suspected
• The account creates a security or payment risk
• The user repeatedly misuses returns, refunds, promotions, or delivery services
• Suspension is required by law or a competent authority

Where appropriate, Salibay may provide notice or an opportunity to resolve the issue before termination.

25. Complaints and dispute resolution

Customers should first contact Salibay customer support so that the matter can be reviewed and resolved.

When submitting a complaint, please provide the order number, registered telephone number, relevant transaction details, and a clear description of the issue.

Salibay will make reasonable efforts to investigate and respond to complaints within an appropriate period based on the nature of the matter.

26. Governing law

These Terms of Service are governed by the laws of Kenya.

Any dispute that cannot be resolved through customer support or mutual agreement will be handled by the courts or other competent dispute resolution bodies in Kenya, subject to applicable law.

27. Changes to these terms

Salibay may update these Terms of Service to reflect changes in its operations, services, marketplace requirements, technology, payment methods, legal obligations, or customer-protection practices.

Updated terms will be published on this page with a revised “Last updated” date. Continued use of the website after an update means that the revised terms will apply to future use and purchases.

28. Contact information

For questions, complaints, or enquiries concerning these Terms of Service, contact:

Salibay Kenya Limited
7th Floor, St Ellys House
Wabera Street, Opposite City Hall
Nairobi, Kenya

• Phone and WhatsApp: +254 725 992 994
• Email: info@salibay.com
• Customer service hours: Open daily from 9:00 AM–7:00 PM
• Website: www.salibay.com

Acceptance of these terms

By accessing Salibay, creating an account, or placing an order, you acknowledge that you have read, understood, and agreed to these Terms of Service and the related policies published on the website.