Seller Policy
Standards that make Chelly listings reliable and safe to buy from. Breaches trigger strikes (warning → reduced discovery → pause → ban). Part of the Terms of Service. Support: support@chelly.ng.
Version 2.0 · Last updated 17 September 2026 · Operated by [Chelly Legal Entity Ltd]
1. Accurate listings
Use your own photos (no stock/downloaded images passed off as yours), state true condition including all faults, set correct price and keep stock current. Use a separate SKU/variant for each sellable size, colour or configuration where variants are enabled. Restricted goods (food, cosmetics, health products, electronics, tickets) must include the extra details Chelly requests (e.g. expiry/NAFDAC where applicable, authenticity/serial/ownership proof). Chelly may request evidence or delist where details are unclear. Counterfeit, stolen, recalled or unsafe goods are prohibited — see Prohibited Items.
2. Fulfilment and availability
Confirm availability quickly after payment, package items safely (sealed, protected), and use the pickup/delivery method shown at checkout. Be ready for rider pickup with the app QR/6-digit code. If you cannot fulfil after payment, decline immediately so escrow refunds the buyer — never take payment off-platform. Repeated cancellations, late handovers, inaccurate stock or failed pickup readiness count as strikes and may reduce discovery or pause selling.
3. Pricing, fees, payments and taxes
Prices are in Naira (₦) and must be the full offer except delivery/fees shown at checkout. Do not add hidden charges, bait-and-switch, or pressure buyers to pay or communicate outside Chelly — off-platform deals lose escrow protection and trigger an immediate strike/ban. Escrow releases on buyer confirmation, inspection-window expiry, or a dispute decision. Withdrawals are reviewed before payout. Any marketplace commission/fees are shown before you commit. You are responsible for your own taxes on sales and for lawful title to everything you sell.
4. Customer care and disputes
Respond through order/support flows, cooperate with evidence requests (photos, receipts, delivery proof), and accept return instructions before asking a buyer to ship anything back. Do not harass, threaten, or retaliate against buyers/riders for disputes or reviews. Abuse, fake reviews, review manipulation or interfering with a dispute investigation leads to strikes or removal and forfeiture of disputed funds.
5. IP, prohibited activity and strikes
Do not list prohibited, stolen, counterfeit, unsafe or unlawful items. Do not misrepresent items, post duplicate listings to manipulate discovery, infringe IP, or evade fees/safety controls. Enforcement: (1) warning + listing removal, (2) reduced discovery, (3) temporary selling pause with payout hold, (4) permanent ban with forfeiture of disputed amounts and possible reports to authorities/rights-holders. Serious first offences (fraud, counterfeit at scale, theft) can skip to pause/ban. Appeal within 7 days via Help Centre with evidence. Report concerns on any listing/profile via the report action or a SAFETY ticket — do not arrange unsafe meetings to investigate yourself.
Questions about this policy? support@chelly.ng · Contact Chelly Support.