Vendor Terms & Conditions

Effective 25 September 2026

These terms apply to shops and sellers that register, list products or accept customer orders through GRENGo. By submitting an application or using a vendor account, you agree to these terms, the Privacy Policy and the applicable platform policies. A pending application does not authorise your shop to receive orders until approval.

1. Registration and approval

Provide true owner, business, shop, contact, location and bank or payout details, together with requested documents. Keep them current. GRENGo may verify an application, request further information, approve, reject or suspend a shop where necessary for safety, quality or compliance. Your account may show Pending Approval before you can sell.

2. Goods and legal compliance

You must have the right to sell every listed item and comply with applicable Ghanaian laws, permits and food-safety rules. Do not list counterfeit, unsafe, prohibited, expired or misrepresented goods. You are responsible for necessary licences, hygiene, storage, labelling, traceability and recall actions applicable to your goods and premises. Notify GRENGo immediately about a safety concern or recall.

3. Listings, prices and stock

Use your own or authorised photos, accurate names, descriptions, quantities, ingredients where relevant, prices and stock information. Keep your opening hours and shop availability current. Prices and discounts displayed to customers must be genuine. You must not replace an item with a different one or increase a confirmed price without customer approval through the supported order process.

4. Orders and preparation

Review and accept or reject orders promptly. Prepare the exact confirmed items in a safe and hygienic manner; package and label them appropriately, including fragile or temperature-sensitive products. Keep the pickup location accurate and make the completed order available to the assigned rider. Report out-of-stock items, delays and mistakes quickly. Do not mark an order ready or completed when it is not.

5. Cancellations and customer remedies

Notify GRENGo promptly when you cannot fulfil an order. If your error, missing or incorrect product, unsafe goods or late preparation causes an eligible refund or adjustment, GRENGo may deduct the relevant amount from the vendor's settlement after reviewing the records. Where an issue is disputed, provide evidence promptly. Do not promise a customer a refund outside the supported process.

6. Commission and earnings

For a completed order with a GH₵100 product subtotal, the 30% GRENGo commission is GH₵30 and the vendor's amount before other valid adjustments is GH₵70. This calculation excludes the separately charged rider delivery fee. A cancelled or refunded order is adjusted according to its final outcome. An order statement should show the product subtotal, commission, refunds or adjustments and the resulting amount payable.

7. Settlements

Vendor settlements are normally reviewed for the following day, approximately within 24 hours after completion, subject to reconciliation, refund or cancellation, disputes, payment-provider processing, fraud checks and correct payout details. This is an operational target, not a guarantee of when funds arrive. GRENGo may hold a disputed amount while investigating and will make supporting settlement information available through the portal or support.

8. Customer data and communications

Use customer names, phone numbers and addresses only to fulfil the relevant order and resolve its delivery or support issue. Do not export, sell, solicit or contact customers for unrelated marketing. Protect account credentials and report a suspected data breach promptly. The Privacy Policy explains how GRENGo handles personal information.

9. Conduct, fraud and platform integrity

Do not create fake orders or reviews, divert customers away from the platform to avoid commission, manipulate prices after acceptance or misuse another person's account. Treat riders, customers and staff respectfully. GRENGo may temporarily pause listings or access while investigating a serious safety, fraud or payment concern.

10. Suspension, closure and records

GRENGo may reject, suspend or close a vendor account for repeated non-fulfilment, unsafe or unlawful goods, fraudulent conduct or serious breach of these terms. We will explain the reason where appropriate and handle outstanding orders, refunds and settlements. Closing an account does not remove legitimate transaction records required for reconciliation or disputes.

11. Disputes and updates

Raise an order or settlement dispute with its reference and supporting evidence through support. We will review the available records and communicate the outcome. Ghanaian law applies, subject to mandatory rights. We may update these terms and will publish the current version and effective date here, communicating material changes where appropriate.