South African Artisan Marketplace

Terms & Conditions

Last updated: September 2026

1. Acceptance of Terms

By accessing or using Craft Connect (the "Platform"), operated by Craft Connect Marketplace (Pty) Ltd (Registration No. 2026/759773/07), you agree to be bound by these Terms & Conditions. If you do not agree, please do not use the Platform.

2. Definitions
  • "Platform" - the Craft Connect website and all related services operated by Craft Connect Marketplace (Pty) Ltd.
  • "Buyer" - a user who purchases products through the Platform.
  • "Artisan" - a verified seller who lists and sells handmade products through the Platform.
  • "Escrow" - the payment-holding mechanism operated by Craft Connect that protects both parties during a transaction.
  • "Support" - Craft Connect's internal customer-care team that triages disputes and communications.
  • "Finance" - Craft Connect's internal payments team that executes refunds and payouts.
  • "POPIA" - the Protection of Personal Information Act 4 of 2013, South Africa.
  • "CIPC" - the Companies and Intellectual Property Commission of South Africa.
3. User Accounts

You must register for an account to buy or sell on the Platform. You are responsible for safeguarding your login credentials and for every action taken under your account. You must be at least 18 years old to register as an Artisan or to receive payouts. We may require identity verification (POPIA-compliant KYC) before you can list, sell, or withdraw funds.

4. Artisan Listings, KYC & Obligations

Artisans represent and warrant that:

  • All product listings are accurate, truthful, and not misleading.
  • Products listed are the artisan's own handmade work; mass-produced or factory-manufactured items are prohibited and may result in account ban.
  • KYC documentation (identity document, proof of address, banking details) submitted for verification is true, current, and belongs to the artisan.
  • Orders are fulfilled in a timely manner using the chosen fulfilment option (pickup or delivery).

Craft Connect may reject listings, hold payouts, suspend, or permanently ban accounts that violate these terms. Mass-produced products may result in immediate account termination.

5. Buyer Responsibilities

As a Buyer you agree to:

  • Provide accurate delivery and contact information.
  • Make payment through the Platform's escrow system using Paystack (our PCI-DSS Level 1 payment processor).
  • Inspect products upon delivery and report any issue through the Platform's dispute process.
  • Not misuse the dispute, refund, or review systems.
6. Payments, Escrow & Fees

All transactions are processed through our Paystack-powered escrow system:

  • Payment is collected from the Buyer at checkout.
  • Funds are held securely by Craft Connect in escrow until the Buyer confirms delivery, or until 7 days after the order is marked as shipped, whichever comes first.
  • On release, the artisan's net payout (after the 8% platform commission and the service fee) is credited to their internal wallet, from which they may withdraw to their verified bank account.
  • Refunds: a full refund returns the products and delivery portion to the Buyer via Paystack and reverses the artisan's net payout from their wallet; a partial refund credits 30% of the product value to the Buyer.
  • The Craft Connect service fee (a percentage of the order subtotal, displayed at checkout) is retained on every transaction, including refunded ones.
  • Platform commission, service fee, and any reversals are recorded on the order for full accounting traceability.
7. Shipping & Delivery

Artisans are responsible for setting their own shipping policies, processing times, and rates. Buyers should review the artisan's delivery option before purchasing. Craft Connect is not a fulfilment centre; it acts as a marketplace between independent artisans and buyers, and is not liable for shipping delays, lost parcels, or damages incurred during transit.

8. Returns, Refunds & Disputes

Our complete returns, refunds, and disputes policy - including the time windows for filing a dispute (7 days from shipment for damaged or changed-mind cases, 14 days for non-delivery), the partial-refund formula, and the escrow handling - is set out in full in our Returns, Refunds & Disputes Policy. By using the Platform you agree to that policy.

9. Dispute Resolution

Craft Connect does not provide a buyer-to-artisan messaging feature. To help both parties fulfil an order, each party's contact details (name, phone, and, for delivery, the shipping address) are shown to the other party on the order pages once payment has been made. All disputes are handled centrally by our support team. When a Buyer files a dispute, the support team is notified, reviews the evidence, and either (a) closes the case without refund if the evidence does not support it, or (b) escalates to finance with a recommended resolution (full refund, 30% partial refund, or no refund). Finance executes the refund through Paystack and records the accounting reversal on the order. Administrator decisions on escalated cases are final and binding on both Buyer and Artisan.

10. Prohibited Conduct

You may not:

  • List counterfeit, illegal, prohibited, or mass-produced items.
  • Use the Platform for any fraudulent, unlawful, or misleading purpose.
  • Interfere with the Platform's security, integrity, or proper functioning.
  • Harass, abuse, threaten, or defraud other users or Craft Connect staff.
  • Circumvent the escrow system by transacting or accepting payment outside the Platform.
  • Use another user's account, identity, or KYC documents.
11. Limitation of Liability

Craft Connect is a marketplace intermediary and is not a party to the underlying sale between Buyer and Artisan. To the fullest extent permitted by South African law (including the Consumer Protection Act 68 of 2008), Craft Connect disclaims all liability for indirect, incidental, or consequential losses arising from transactions between users.

12. Account Suspension & Termination

We may suspend or permanently terminate any account that breaches these Terms, engages in prohibited conduct, or fails KYC verification. Users may close their own account at any time from account settings or by contacting support. Pending escrow funds and KYC documents will be handled per our data-retention policy (see our Privacy Policy, Section 8).

13. Changes to Terms

We may update these Terms from time to time. Material changes will be communicated by email and a notice on the Platform. Continued use after a change takes effect constitutes acceptance of the updated Terms.

14. Governing Law & Jurisdiction

These Terms are governed by the laws of the Republic of South Africa, including POPIA, the Consumer Protection Act, and the Companies Act 71 of 2008. Any dispute arising from these Terms is subject to the exclusive jurisdiction of the South African courts, or where applicable, arbitration administered by the Arbitration Foundation of South Africa (AFSA).

15. Contact & Operating Entity

These Terms are issued by Craft Connect Marketplace (Pty) Ltd (Registration No. 2026/759773/07), registered address 21 Bergrivier Drive, Terenure, Kempton Park, Gauteng, 1619, South Africa. For questions or complaints, contact us at support@craftconnect.net.za.