Terms of Service
1. Definition of Service
LANDA operates as an online marketplace platform connecting customers with independent retail merchants for on-demand and scheduled delivery of goods. LANDA facilitates transactions but is not the seller of goods.
2. User Eligibility
- Minimum age: 18 years (or with parental consent)
- Valid Namibian address for delivery
- Accepted payment method on file
3. Platform Fees & Pricing Transparency
Service Fee Structure:
- Service Fee: 10% of basket value + N$4.00 per order
- Fee covers platform operations, payment processing, support, and banking costs
Additional Fees (Optional):
- Standard Delivery: N$15 (distance-based adjustments may apply)
- Scheduled Delivery: N$15-40
- Priority Delivery: N$30-75
All fees are displayed before checkout. No hidden charges.
4. Payment Processing & Security
- Payments processed via secure, PCI-DSS compliant partner
- LANDA never stores full card details
- All transactions are encrypted
- Payment processing costs are included in the service fee
5. Order Management
- Real-time order tracking
- Cancellations allowed until merchant begins preparation
- Modifications subject to merchant approval
- Delivery confirmations available on request
6. Merchant Agreement (Summary)
- Commission: 10% of order value on completed orders
- Daily settlement (T+1 business days)
- Maintain inventory accuracy and quality standards
7. Prohibited Items
Weapons, illegal drugs, hazardous materials, counterfeit goods, restricted pharmaceuticals, and other prohibited items are not allowed. See full list in platform policies.
8. Refunds & Returns
LANDA facilitates refunds for platform-related issues only. Product quality and merchant errors are handled directly with the merchant.
- Refunds processed within 3-5 business days for approved claims
- 24-hour reporting window for platform issues
- Merchant product issues must be resolved directly with the merchant
- Service fee refunds available for significant delivery delays
View complete Refund & Returns Policy →
9. Dispute Resolution
- Contact support via in-app chat or support@landa.shop
- Escalation to management if unresolved within 48 hours
- Mediation through platform dispute system
- Arbitration in Windhoek under Namibian law if necessary
10. Limitation of Liability
LANDA's liability is limited to the service fee portion. Merchants remain responsible for product quality and accuracy.
11. Intellectual Property
All LANDA branding, technology, and content are proprietary. Merchant and user content may be used for marketplace purposes per license terms.
12. Changes to Terms
- 14-day notice for material changes
- Notification via email and in-app
- Continued use constitutes acceptance
13. Contact & Governing Law
LANDA (Pty) Ltd, Windhoek, Namibia. Governed by the laws of the Republic of Namibia.
Last Updated: October 2025 • Version: 1.0