Terms & Conditions

1. Definitions

In these Terms, “MoEna”, “we”, “us” and “our” mean the operator of the MoEna marketplace identified as MOENA.ONLINE.

“Platform” means the MoEna website, applications and related services.

“Customer” means a person who registers to browse, order or receive Products through the Platform.

“Merchant” means a person or business that lists and sells Products through the Platform.

“Delivery Partner” means a person engaged to collect, transport or deliver Products.

“Product” means goods listed by a Merchant on the Platform.

“Order” means a Customer’s request to purchase one or more Products.

“Account” means a registered MoEna user account.

2. About MoEna

MoEna is a Mauritius marketplace that connects Customers with independent Merchants and, where selected, arranges delivery through Delivery Partners.

MoEna’s trading name is MOENA.ONLINE. Our address is MORCELLEMENT RAFFRAY SAINT-PIERRE, Republic of Mauritius. Contact: support@moena.online and +230 55321004.

3. Marketplace relationship

Unless we clearly state otherwise for a particular Product, the contract of sale for a Product is between the Customer and the Merchant who listed that Product.

MoEna provides marketplace, payment-facilitation, communications, fulfilment-support and related services. MoEna is not automatically the seller of every Product and these Terms do not claim that MoEna is Merchant of Record for Merchant Product sales.

MoEna may charge commission, membership, advertising, logistics or other service fees for services that MoEna supplies.

4. Customer accounts

You must provide accurate registration details and keep your password and security credentials confidential.

You are responsible for activity on your Account unless you tell us promptly that it has been compromised.

We may refuse, suspend or close an Account where reasonably necessary for security, fraud prevention, legal compliance or material breach of these Terms.

5. Merchant accounts

Merchants must complete onboarding, including identity and business verification (KYC) where required, before the store is activated.

Merchant access to operational tools remains subject to verification status and these Terms together with the Merchant Agreement.

6. Merchant listings

Merchants are responsible for their listings, including title, description, images, stock, price, category and any required warnings or legal notices.

MoEna may remove, hide or restrict listings that appear unlawful, misleading, unsafe, prohibited or otherwise inconsistent with Platform rules.

7. Product information

Product information is provided by the listing Merchant. MoEna does not independently verify every listing and does not warrant that every description is complete or error-free.

If information is incorrect, the Merchant should correct it promptly. Customers should review listing details before placing an Order.

8. Product prices

Prices are displayed in Mauritian rupees (MUR) unless we indicate otherwise.

A displayed price is an invitation to order at that price at the time of checkout, subject to stock, obvious error and these Terms.

9. VAT

Where a Merchant is VAT-registered and is responsible for the relevant taxable supply, the Merchant is responsible for accounting for VAT on its taxable sales in accordance with Mauritius law.

MoEna is responsible for VAT on taxable supplies made by MoEna where MoEna is required to account for VAT.

Not every Merchant is VAT-registered. VAT is not automatically added to every Product. Checkout and invoices follow the Merchant’s VAT status recorded on the Platform.

These Terms do not state that MoEna pays all VAT for Merchants, or that every Product includes 15% VAT.

10. Orders

An Order is an offer to buy the selected Products. Acceptance occurs when the Order is confirmed by the Platform and/or the relevant Merchant in accordance with the checkout flow.

We or the Merchant may decline an Order that cannot be fulfilled, appears fraudulent, or would breach law or these Terms.

11. Multi-Merchant checkout

A single checkout may include Products from more than one Merchant. Each Merchant’s Products remain a sale by that Merchant.

Fulfilment, delivery timing and return handling may differ by Merchant even when paid together.

12. Payment

Customers may pay using the methods offered at checkout, which may include card, Juice, bank transfer or cash on delivery where available.

Payment is collected to settle the Order, applicable delivery fees and any MoEna charges. Card and electronic payments are processed by payment providers.

Further detail is set out in the Payment & Settlement Terms.

13. Merchant funds and settlement

Amounts due to Merchants are settled according to the Payment & Settlement Terms and the Merchant’s payout settings, after commission, fees, refunds, chargebacks and other authorised adjustments.

MoEna may withhold or delay settlement where reasonably required for fraud review, disputes, KYC or legal compliance.

14. Delivery

Delivery, where selected, is arranged according to the Delivery Policy, the Customer’s address and the relevant Merchant’s fulfilment settings.

Timeframes are estimates, not guarantees, except where a specific service expressly says otherwise.

15. Delivery fees

Delivery fees depend on district, basket, membership benefits and fulfilment method, and are shown before you place the Order.

Pickup, where offered by the Merchant, may reduce or remove delivery fees.

16. MoEna membership plans

Optional paid memberships such as MoEna Plus and MoEna Prime, where offered, are governed by the Membership Terms as well as these Terms.

Membership benefits apply only while the plan is active and in accordance with its rules.

17. Returns

Return eligibility, time windows and process are described in the Returns & Refund Policy.

Nothing in these Terms is intended to exclude or restrict any mandatory right or remedy available to you under applicable Mauritius law.

18. Refunds

Approved refunds are processed to the original payment method where practicable, or as otherwise agreed, after the return or cancellation is confirmed.

Timing may depend on banks, payment providers and whether the Product must first be received back.

19. Cancellations

A Customer may request cancellation before dispatch where the Order has not already been prepared or handed to a Delivery Partner. Later cancellations are handled under the Returns & Refund Policy and Merchant fulfilment status.

MoEna or a Merchant may cancel an Order that cannot be fulfilled, is paid for with a failed payment, or raises a reasonable fraud or legal concern.

20. Defective, damaged or incorrect Products

If a Product arrives damaged, defective or not as described, tell us and the Merchant promptly, with photos where useful, so the issue can be assessed.

Remedies may include replacement, repair where appropriate, refund or other redress required by applicable Mauritius consumer-protection law.

21. Merchant responsibilities

Merchants must fulfil accepted Orders with reasonable care, keep listing information accurate, honour applicable consumer rights, and not list prohibited Products.

Merchants must not misuse Customer data obtained through the Platform.

22. Merchant KYC

MoEna may require identity, address, business-registration and related documents before activating or continuing a Merchant Account.

Providing false documents or refusing required verification may result in refusal, suspension or termination.

23. Promotions

Coupons, campaigns and featured placements are subject to their stated rules and may be withdrawn if misused, exhausted or applied in error.

Merchant-funded promotions remain the Merchant’s responsibility as to stock and price.

24. Reviews and ratings

Reviews must be honest, based on a genuine purchase or authorised interaction, and must not contain unlawful, abusive or confidential content.

MoEna may remove reviews that breach these rules. Fake or incentivised reviews are not permitted.

25. Intellectual property

MoEna branding, software and Platform content (other than Merchant or user content) are owned by MoEna or its licensors.

Merchants grant MoEna a licence to host, display and promote their listings on the Platform. Merchants warrant that they have the rights needed to do so.

26. User content

You retain ownership of content you submit, such as reviews or support messages, and you grant MoEna a licence to use that content to operate and improve the Platform.

You must not submit content that infringes others’ rights or is unlawful.

27. Fraud prevention

We monitor Orders, Accounts and listings to detect fraud, account takeover, abuse of refunds and similar misuse.

We may delay fulfilment, request additional verification, freeze payouts or close Accounts where reasonably necessary.

28. Platform security

You must not attempt to probe, disrupt or circumvent Platform security, scrape in an abusive way, or access another person’s Account.

Report suspected security issues to support@moena.online.

29. Third-party services

The Platform uses payment providers, hosting, communications, mapping, analytics and other suppliers. Their terms apply to their services.

MoEna is not responsible for third-party websites linked from listings or messages except to the extent required by law.

30. Platform availability

We aim to keep the Platform available but do not guarantee uninterrupted access. Maintenance, faults, connectivity or events beyond our reasonable control may cause downtime.

31. Limitation of liability

Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud, or any liability that cannot be limited under Mauritius law.

Subject to that, MoEna is not liable for Merchant Product quality except to the extent MoEna itself supplied the Product or a MoEna service, or applicable law requires otherwise.

To the maximum extent permitted by law, MoEna’s liability for marketplace and related services is limited to the fees you paid to MoEna for the relevant service in the three months before the claim, or MUR 10,000, whichever is higher, unless a mandatory rule requires a different result.

32. Indemnity

You agree to indemnify MoEna against reasonably foreseeable losses arising from your breach of these Terms, your listings or content, or your misuse of the Platform, except to the extent caused by MoEna’s negligence or wrongdoing.

33. Suspension and termination

You may close your Account by contacting support, subject to completing open Orders, payouts and legal retention requirements.

We may suspend or terminate access for material breach, fraud risk, unpaid sums, or legal requirement, after such notice as is reasonable in the circumstances.

34. Privacy

Personal data is handled in accordance with the Privacy Policy and, where relevant, the Cookie Policy.

35. Electronic communications

You agree that we may communicate with you electronically, including by email, in-app notices and, where you have provided a number and it is permitted, SMS or WhatsApp, about your Account, Orders and these Terms.

Marketing messages are sent only where permitted, including where you have given separate marketing consent.

36. Changes to Terms

We may update these Terms from time to time. The current version and effective date are published on this page. Material changes will be notified by Platform notice or email where reasonably practicable.

Continued use after the effective date constitutes acceptance of the updated Terms, except where applicable law requires a different process or you stop using the Platform.

37. Governing law

These Terms are governed by the laws of the Republic of Mauritius. Courts of Mauritius have jurisdiction, without limiting any mandatory consumer forum that applicable law preserves.

38. Severability

If a provision is held invalid or unenforceable, the remaining provisions continue in effect.

39. Entire agreement

These Terms, together with the policies they incorporate (including Privacy, Cookies, Returns, Delivery, Merchant Agreement, Membership Terms, Payment & Settlement Terms and Prohibited Products), form the agreement between you and MoEna for use of the Platform.

They do not replace the separate contract of sale between a Customer and a Merchant for a Product.

40. Contact information

MOENA.ONLINE, MORCELLEMENT RAFFRAY SAINT-PIERRE, Republic of Mauritius. Email: support@moena.online. Telephone: +230 55321004.