Terms & Conditions

Welcome to DreamShop, an online marketplace owned and operated by Dream Marketplace Nigeria Ltd ("DreamShop", "we", "us", or "our") and accessible at dreamshop.com.ng. By accessing, browsing, registering for an account, or placing an order on our platform, you ("you", "the user", "buyer" or "seller") confirm that you have read, understood, and agree to be bound by these Terms & Conditions and all policies referenced within them.

This is an electronic agreement. Under the Evidence Act 2011, your acceptance by electronic means (including clicking "I agree", registering, or completing a purchase) is valid and enforceable. If you do not agree with any part of these Terms, you must not use the platform.

To create an account and transact on DreamShop, you must be at least 18 years old and have the legal capacity to enter into a binding contract under Nigerian law. If you use the platform on behalf of a business, you represent that you are authorised to bind that business.

• You must provide accurate, current, and complete information during registration and keep it updated.
• You are responsible for maintaining the confidentiality of your login credentials and for all activity under your account. We strongly recommend enabling two-factor authentication (2FA) in your account security settings.
• You must notify us immediately at support@dreamshop.com.ng of any unauthorised use of your account.
• We shall suspend or terminate accounts that provide false information, breach these Terms, or engage in fraudulent or unlawful activity, subject to applicable law and any required notice or remedy period.

DreamShop is a two-sided marketplace that connects independent third-party sellers with buyers. For products sold by third-party sellers, the seller — not DreamShop — is the merchant of record and is responsible for the product, its description, pricing, fulfilment, and after-sales obligations.

Where we sell products directly (marked "Sold by DreamShop"), DreamShop is the seller and merchant of record. Seller-account administration and privacy requests for DreamShop-listed products are handled through privacy@dreamshop.com.ng. In all cases we facilitate the transaction, provide the technology, secure payment processing through CBN-licensed providers, and offer dispute resolution support.

The platform does not currently offer seller-paid product advertising, sponsored placements, or homepage popup advertisements.

All prices are listed in Nigerian Naira (₦). Product prices exclude checkout charges unless clearly stated otherwise. Nigerian VAT is currently calculated at 7.5% on the applicable taxable order amount and shown separately at checkout before you confirm your order. Delivery is free where the seller selects free delivery; otherwise the seller-set delivery fee is shown separately at checkout. Tax treatment is subject to applicable Nigerian law and may change; buyers and sellers should verify the current treatment with a qualified tax adviser.

• Placing an order is an offer to buy. A binding contract is formed only when we confirm dispatch of the item(s).
• We reserve the right to cancel or refuse any order due to pricing errors, suspected fraud, stock unavailability, or breach of these Terms. Where you have already paid, a full refund will be issued.
• Payments are processed by CBN-licensed payment service providers, including Paystack and Flutterwave hosted checkout. We do not store your full card details on our servers.
• We may apply fraud screening and Know-Your-Customer (KYC) checks in line with the Money Laundering (Prevention and Prohibition) Act 2022 and CBN directives.
• Card payments are completed on the payment provider’s secure hosted or tokenized environment. DreamShop does not request, receive, or process raw card numbers, CVVs, or PINs.
• For every purchased item, we generate an itemised invoice showing the relevant seller, item, delivery, VAT, fees, payment, and total details. Buyers can view and print invoices from the order details page. An invoice is a transaction record and does not limit any statutory consumer or tax rights.

To protect buyers, payments for orders sold by third-party sellers are held securely by DreamShop (or our CBN-licensed payment partners) and are not released to the seller immediately. After successful delivery is confirmed, funds are held for 5 days before release to the seller. If a buyer complaint is opened, the payment remains held beyond the 5-day period until the complaint is resolved.

• If your item does not arrive, arrives damaged, or is materially different from its description, you can open a complaint from the order page or our support centre before the hold is released.
• While a complaint is open, the related payment hold is frozen and the holding time extends until the complaint is resolved.
• Where a complaint is resolved in your favour, you receive a refund, replacement, or repair in line with our Return & Refund Policy and the FCCPA 2018.
• Sellers operated directly by DreamShop may be exempt from the holding period; this does not affect your consumer rights.

Buyers and sellers can raise a complaint about an order through our resolution centre. The buyer and seller must first use the case conversation to exchange information and try to agree on a solution. If they cannot resolve the issue, either party may escalate the case to our admin customer center. Only authorised admin workers can access the admin interface and review an escalated case, request evidence (including photos, tracking, and messages), and resolve or dismiss it with reasons. Repeated or fraudulent complaints may lead to account action.

Filing a complaint does not remove your statutory right to escalate to the FCCPC or the courts. Our internal process is an additional, faster route to resolution.

DreamShop investigates complaints fairly and protects sellers from dishonest claims, refund abuse, delivery misrepresentation, and chargebacks that are inconsistent with the order record. Buyers must describe issues truthfully, cooperate with reasonable returns, and avoid seeking a refund after receiving and retaining the correct item.

• For delivery, damage, wrong-item, or materially-not-as-described claims, buyers should provide clear photos of the item and packaging and unboxing evidence where available. We may make reasonable exceptions for hidden defects, safety concerns, or evidence that is inaccessible.
• Delivery scans, confirmation records, messages, listing details, product serial numbers, photographs, and payment records may be reviewed. Sellers may respond, provide evidence, and appeal or escalate a decision.
• False statements, fabricated evidence, repeated unsupported claims, refund-after-resolution attempts, abusive chargebacks, and coordinated fraud may be flagged for investigation. We may limit account features, suspend accounts, cancel orders, recover improper refunds where lawful, or refer suspected crime to appropriate authorities.
• A complaint flag is not an automatic denial. We will consider the evidence from both parties and preserve statutory consumer rights, including rights under the FCCPA 2018. Refunds remain subject to the applicable Return & Refund Policy and documented review.

Your rights as a consumer are protected under the Federal Competition and Consumer Protection Act (FCCPA) 2018 and enforced by the Federal Competition and Consumer Protection Commission (FCCPC).

• You are entitled to receive goods that match their description, are of good and merchantable quality, and are fit for their intended purpose.
• You have the right to clear, accurate information about products, prices, and the identity of the seller before you buy.
• You have the right to return defective, damaged, wrongly described, or incomplete items in line with our Return & Refund Policy.
• You have the right to a refund, replacement, or repair where goods do not conform, without unfair penalty.

To keep the platform safe and lawful, you agree not to:

• List, sell, or buy items that are illegal, counterfeit, stolen, or restricted under Nigerian law (including firearms, controlled drugs, endangered species, and counterfeit goods).
• Post false, misleading, defamatory, or infringing content, or violate any third party’s intellectual property rights.
• Engage in fraud, price manipulation, fake reviews, or any activity that deceives other users.
• Attempt to gain unauthorised access to the platform, introduce malware, or disrupt our systems — conduct that may constitute an offence under the Cybercrimes (Prohibition, Prevention, etc.) Act 2015.
• Use the platform to launder money or finance any unlawful activity.

The DreamShop name, logo, software, design, and content are owned by or licensed to us and protected under the Copyright Act 2022, the Trade Marks Act, and other applicable laws. You will not copy, reproduce, or exploit them without our written permission. Sellers grant us a non-exclusive licence to display their listing content for the purpose of operating and promoting the marketplace.

To the fullest extent permitted by Nigerian law, DreamShop is not liable for indirect, incidental, or consequential losses arising from your use of the platform or from transactions with third-party sellers. Our total liability for any claim relating to an order shall not exceed the amount you paid for that order. This clause does not limit liability for death or personal injury caused by our negligence, for fraud, or for any liability that cannot be excluded under the FCCPA 2018.

We may suspend, restrict, or terminate your access to the platform if you breach these Terms, if required by law or a regulator, or to protect the platform and its users. You may close your account at any time; obligations incurred before closure, including outstanding orders or payments, shall survive termination.

These Terms are governed by the laws of the Federal Republic of Nigeria. We encourage you to first contact us so we can resolve any complaint amicably. Where a dispute cannot be resolved informally, it may be referred to mediation or arbitration under the Arbitration and Mediation Act 2023, seated in Nigeria, or to the competent courts of Nigeria. You may also refer consumer complaints to the FCCPC.

Binding arbitration. Except where applicable law gives you a non-waivable right to bring a claim before a court, or where a claim is eligible for a small-claims or other simplified consumer process, any dispute, claim, or controversy arising out of or relating to these Terms, the platform, or a transaction with DreamShop or Dream Marketplace Nigeria Ltd. will be finally resolved by confidential arbitration in Nigeria under the Arbitration and Mediation Act 2023. The arbitration will be conducted by one independent arbitrator appointed by agreement of the parties or, failing agreement, through the procedure permitted by that Act. The arbitrator may award any remedy available under applicable law, and the award may be recognised or enforced by a court with jurisdiction.

Before starting arbitration, the complaining party must send written notice describing the dispute and the requested relief to legal@dreamshop.com.ng and allow 30 days for good-faith resolution. This clause does not prevent either party from seeking urgent interim or injunctive relief from a competent court, and it does not limit rights or remedies that Nigerian consumer-protection law does not permit the parties to waive. Each party remains responsible for its own legal costs unless the arbitrator or applicable law provides otherwise.

We may update these Terms from time to time to reflect changes in law or our services. We will post the revised version with a new "Last updated" date, and where changes are material we will provide notice. Your continued use of the platform after changes take effect constitutes acceptance.

Questions about these Terms can be sent to legal@dreamshop.com.ng or Dream Marketplace Nigeria Ltd, Rivers State, Nigeria.