STOX PLATFORM POLICY

Effective date: 01 August 2026
Last updated:  01 August 2026

This Policy explains how STOX manages personal information, orders, payments, deliveries, cancellations, returns, refunds, vendors and affiliate partners.

By accessing STOX, creating an account, placing an order, registering as a vendor or joining an affiliate programme, you agree to this Policy and the applicable Terms of Use.

1. Platform Operator

STOX is operated by:

Legal business name: [Insert registered company name]
Registration number: [Insert registration number]
Registered address: [Insert address]
Telephone: [Insert telephone number]
Email: [Insert official email address]

2. Privacy and Data Protection

Information We Collect

STOX may collect:

• Your name, telephone number, email address and delivery address;

• Account registration and login information;

• Order, payment and transaction information;

• Vendor, distributor or affiliate registration information;

• Communications submitted through forms, email, telephone or WhatsApp;

• Device information, browser details, IP address and website activity;

• Referral, commission and partner-network information; and

• Other information you voluntarily provide.

STOX does not normally store complete bank-card information. Card and electronic-payment information may be processed directly by authorised payment-service providers.

How We Use Your Information

We may use personal information to:

• Create and manage user accounts;

• Process orders and payments;

• Organise deliveries and order collection;

• Communicate order and account updates;

• Respond to enquiries and complaints;

• Register and manage vendors and affiliate partners;

• Calculate commissions and partner earnings;

• Prevent fraud, misuse and unauthorised transactions;

• Improve platform services and customer experience;

• Send promotional communications where permitted; and

• Meet accounting, taxation, regulatory and legal obligations.

Legal Grounds for Processing

Personal information may be processed based on:

• Your consent;

• Performance of a contract with you;

• Compliance with a legal obligation;

• Protection of legitimate business interests;

• Prevention of fraud and platform misuse; or

• Protection of your vital interests or those of another person.

You may withdraw consent for optional processing, including promotional communication, at any time.

Sharing of Information

STOX may share necessary information with:

• Approved vendors and suppliers;

• Delivery and logistics providers;

• Banks and payment-service providers;

• Technology, hosting and communication providers;

• Professional advisers, auditors and insurers;

• Government, judicial or regulatory authorities where legally required; and

• Business partners involved in completing an authorised transaction.

Information is shared only where reasonably necessary and subject to appropriate confidentiality and security requirements.

STOX does not sell personal information to advertisers or unrelated third parties.

Data Storage and Security

STOX applies reasonable administrative, organisational and technical safeguards designed to protect personal information against unauthorised access, alteration, loss, disclosure or destruction.

No electronic platform can guarantee absolute security. Users must protect their passwords, verification codes and account-access information.

Personal information will be retained only for as long as necessary for the purpose for which it was collected or as required by law, taxation, accounting, dispute-resolution or regulatory obligations.

International Data Transfers

Where personal information must be stored or processed outside Rwanda, STOX will apply the required legal safeguards, approvals and contractual protections.

Your Privacy Rights

Subject to applicable law, you may request:

• Access to your personal information;

• Correction of inaccurate or incomplete information;

• Deletion of information that is no longer lawfully required;

• Restriction of certain processing activities;

• Withdrawal of consent;

• Objection to certain uses of your information;

• A copy of eligible personal information; or

• Information about how your data is being processed.

Requests may be submitted to [insert privacy email address]. STOX may verify your identity before acting on a request.

Children’s Information

STOX services are not intended to be independently used by children who cannot legally enter into binding transactions.

Where information relating to a child is processed, appropriate consent from a parent or legal guardian may be required.

Cookies

STOX may use essential, analytical and preference cookies to operate the website, remember user choices, understand platform performance and improve services.

Users may control optional cookies through available browser or website settings. Disabling essential cookies may affect platform functionality.

3. Product Information

STOX and its vendors aim to provide accurate product names, descriptions, images, prices, ingredients, quantities and availability.

Product images may differ slightly from delivered products because of packaging updates, lighting, screen settings or manufacturer changes.

Customers must read product labels, usage instructions, warnings, ingredients and expiry information before use.

Food supplements sold through STOX are not medicines and are not intended to diagnose, treat, cure or prevent disease. Customers who are pregnant, breastfeeding, taking medication or managing a health condition should consult a qualified healthcare professional before using a supplement.

4. Orders

Placing an order constitutes an offer to purchase the selected product.

An automated order acknowledgement does not necessarily mean that the order has been accepted. STOX may verify:

• Product availability;

• Customer and delivery information;

• Payment confirmation;

• Pricing accuracy;

• Applicable purchasing restrictions; and

• Suspected fraudulent or unauthorised activity.

An order may be rejected or cancelled where a product is unavailable, incorrectly priced, restricted, affected by a technical error or connected to suspected fraud.

Where an already-paid order is cancelled by STOX, the amount paid will be refunded through the original payment method or another agreed method.

5. Prices and Payments

Prices are displayed in the currency indicated on the platform.

Before confirming an order, customers will be informed of the product price and any applicable taxes, delivery charges, service fees or other costs.

Available payment methods may include:

• Bank transfer;

• Cash on delivery;

• Mobile or electronic payment;

• Card payment through an approved payment provider; and

• Other payment methods displayed during checkout.

Customers must provide accurate payment information and must use only payment methods they are authorised to use.

Orders paid through bank transfer may remain pending until payment is verified.

STOX will never request a password, card PIN or mobile-money PIN through telephone, email, chat or WhatsApp.

6. Delivery

Delivery availability, charges and estimated timelines depend on the customer’s location, product availability and selected delivery method.

Customers must provide an accurate delivery address and a reachable telephone number.

Delivery timelines are estimates unless expressly confirmed as guaranteed. Delays may result from weather, transport interruptions, public holidays, security restrictions, incorrect customer information or circumstances beyond reasonable control.

At delivery, the customer should inspect the package for visible damage, missing items or incorrect products.

A customer who notices a delivery problem should notify STOX within [24/48 hours] and provide:

• The order number;

• A description of the problem;

• Photographs or video where appropriate; and

• Any other reasonably requested evidence.

Where delivery fails because the customer supplied incorrect information, was unavailable or refused a valid order, additional delivery charges may apply.

7. Order Cancellation

A customer may request cancellation before the order has been dispatched.

Once an order has been dispatched, cancellation will be handled under the returns procedure and applicable consumer-protection law.

For qualifying electronic transactions, customers may exercise any statutory cooling-off right available under Rwandan law. Such rights cannot be excluded by this Policy.

To cancel an order, contact STOX through [insert email, telephone or WhatsApp contact] and provide the order number.

8. Returns and Exchanges

A customer may request a return where:

• The wrong product was delivered;

• The product was damaged during delivery;

• The product was defective;

• The delivered quantity was incorrect;

• The product was materially different from its description; or

• A return is otherwise required by applicable law.

Returned products should, where reasonably possible:

• Be unused;

• Remain in their original packaging;

• Include labels, accessories and accompanying documents;

• Be supported by proof of purchase; and

• Be returned within seven days after receipt or within another legally applicable period.

For health, hygiene and safety reasons, opened food supplements, consumable goods or products with broken seals may not be accepted as change-of-mind returns where they cannot safely be resold.

This restriction does not remove a customer’s rights where a product is defective, damaged, unsafe, counterfeit, expired or incorrectly supplied.

Products damaged through misuse, improper storage, unauthorised alteration or failure to follow instructions may not qualify for return.

9. Refunds

Approved refunds will normally be made through the original payment method or another method agreed with the customer.

Where a statutory cooling-off right applies, the customer may be responsible only for the direct cost of returning the goods, unless the product was defective, damaged or incorrectly supplied.

Any refund legally due will be completed within the period required by applicable law and, in relevant electronic transactions, no later than 30 days after valid cancellation.

Shipping or delivery charges may be non-refundable where delivery was properly completed and the return is based only on a change of mind, subject to applicable law.

Banks and payment providers may require additional processing time before a refunded amount appears in the customer’s account.

10. Vendor Policy

Every STOX vendor must:

• Provide accurate legal and contact information;

• Supply lawful, authentic, safe and properly labelled products;

• Hold all licences, registrations, permits and approvals required for its products;

• Maintain accurate prices, descriptions and stock information;

• Fulfil accepted orders within the agreed period;

• Package products safely and professionally;

• Respect customer privacy and confidentiality;

• Handle complaints, replacements and returns responsibly;

• Avoid counterfeit, expired, prohibited or misleadingly described products; and

• Comply with applicable consumer-protection, tax, advertising and product-safety requirements.

A vendor remains responsible for the quality, authenticity, legality and regulatory compliance of products it lists.

STOX may inspect, reject, hide or remove a product listing and may suspend or terminate a vendor account where the vendor:

• Provides false information;

• Repeatedly fails to fulfil orders;

• Supplies unsafe, expired or counterfeit products;

• Misuses customer information;

• Manipulates ratings, prices or transactions;

• Engages in fraud or unlawful conduct; or

• Breaches platform policies.

Applicable commissions, subscription charges, transaction fees and payout conditions will be displayed in the vendor agreement or vendor dashboard.

11. Affiliate Policy

Affiliate participation is subject to registration, verification and approval by STOX.

Affiliates must:

• Use approved referral links or codes;

• Provide truthful and accurate product information;

• Clearly disclose their commercial relationship with STOX where required;

• Avoid false income, health or product-performance claims;

• Avoid spam, harassment and unsolicited mass communication;

• Avoid impersonating STOX, a vendor, a healthcare professional or a public authority;

• Avoid misleading advertising and unauthorised use of trademarks;

• Protect customer and referral information; and

• Comply with applicable advertising, tax and consumer-protection requirements.

Affiliates may not:

• Create fake accounts or transactions;

• Manipulate referrals or commissions;

• Use stolen payment details;

• Place unauthorised orders in another person’s name;

• Promise guaranteed earnings;

• Make claims that a food supplement treats or cures a disease; or

• Use deceptive discounts, testimonials or marketing materials.

Commission is earned only on eligible, verified and completed transactions.

Commission may be reversed where an order is cancelled, refunded, fraudulent, unpaid, duplicated or otherwise ineligible.

Payout thresholds, commission rates, qualifying levels and payment schedules will be communicated through the affiliate account or programme agreement.

Affiliate participation does not create employment, agency, partnership, franchise or guaranteed income.

STOX may suspend commissions or terminate an affiliate account for fraud, misrepresentation, policy violations or abuse of the programme.

12. Prohibited Platform Use

Users may not:

• Access another person’s account without permission;

• Upload harmful software or malicious code;

• Interfere with platform security or operation;

• Collect user information without authorisation;

• Use STOX for fraud, money laundering or unlawful activity;

• Submit false reviews or misleading information;

• Abuse promotional codes or referral systems;

• Violate intellectual-property rights; or

• Purchase or sell prohibited products.

STOX may restrict, suspend or terminate access where prohibited conduct is detected.

13. Intellectual Property

The STOX name, logo, website design, platform software, text, graphics and original materials are protected by applicable intellectual-property laws.

Users, vendors and affiliates may not copy, alter, publish, license or commercially exploit STOX materials without written authorisation.

Product trademarks and manufacturer materials remain the property of their respective owners.

14. Complaints and Dispute Resolution

Customers should first submit complaints to STOX through:

Email: [Insert complaints email]
Telephone or WhatsApp: [Insert number]
Office address: [Insert address]

A complaint should include the customer’s name, order number, contact details, relevant evidence and the requested resolution.

STOX will attempt to review and resolve complaints fairly and within a reasonable period.

Where a dispute cannot be resolved directly, the parties may use mediation, an appropriate regulatory process or a court of competent jurisdiction in Rwanda.

Nothing in this Policy limits any non-excludable consumer right or the right to submit a complaint to a competent public authority.

15. Limitation of Liability

To the extent permitted by law, STOX will not be liable for indirect or consequential loss arising from platform interruption, customer misuse, unauthorised account access caused by the user, or circumstances beyond reasonable control.

Nothing in this Policy excludes liability that cannot legally be excluded, including liability arising from fraud, gross negligence, unsafe products or violation of mandatory consumer rights.

16. Changes to This Policy

STOX may update this Policy to reflect changes in services, technology, operations or legal requirements.

The updated version will be published on the platform with a revised effective date. Material changes may also be communicated through email, account notification or another appropriate channel.

Continued use of STOX after an updated Policy becomes effective constitutes acceptance of the revised terms, except where additional consent is legally required.

17. Contact Us

Questions about this Policy may be directed to:

STOX
Legal business name: STOX CBC Ltd
Office address: Kigali Rwanda
Telephone: 0788310886