Terms of Service

1. Acceptance of terms

By creating an account, browsing, or placing an order on clarastock.com or the Clarastock app, you agree to these Terms of Service. If you don't agree, please don't use Clarastock.

2. Accounts

You must provide accurate information when creating an account, including a valid phone number an agent can reach you on. You're responsible for keeping your password secure and for activity that happens under your account. Tell us immediately at +256 394 907 713 if you believe your account has been compromised.

Agent and admin accounts are created and assigned by Clarastock directly: they aren't available through public sign-up.

3. Orders & pricing

Prices are shown in Ugandan Shillings (UGX) and may change without notice. An order is only placed once payment from your wallet succeeds: browsing and adding to cart does not reserve stock or lock in a price. We reserve the right to cancel an order (with a full refund to your wallet) if an item turns out to be unavailable or mispriced due to error.

4. Wallet terms

• Every account has a wallet. Wallet balances and transaction history are never deleted, even if your account is closed.
• You can top up your wallet through MTN MoMo, Airtel Money, or in person through a delivery agent.
• Agents topping up a customer must maintain a minimum float in their own wallet at all times: a top-up that would drop them below that minimum will be declined.
• Commission earned by an agent is credited automatically once a delivery is confirmed, and cannot be reversed except through the refund/investigation process below.
• Wallet balances are not interest-bearing and have no cash-out value outside of Clarastock, except through the refund and agent top-up mechanisms described in this document.

5. Agents & delivery

Orders are delivered directly by an agent in hub towns (Kampala, Mbarara, Gulu, Mbale, Tororo–Busia), or forwarded from a hub to surrounding districts by taxi or bus. When an order is dispatched this way, a transport reference is recorded for tracing purposes. Delivery times for forwarded orders depend on transport availability and are estimates, not guarantees.

6. Delivery confirmation

You're responsible for confirming receipt of your order in the app once it arrives. If an order isn't confirmed within 24 hours of dispatch, it's automatically flagged for investigation. You can also flag an order as "Not received" at any time before that.

Flagged orders are investigated using the recorded agent and transport details. If an order is confirmed lost, the full amount is refunded to your wallet.

7. Returns & refunds

If an item arrives damaged, materially different from its listing, or is confirmed lost during delivery, contact us within 48 hours of confirming (or attempting to confirm) receipt, at +256 394 907 713 or through your order in the app. Approved refunds are credited to your Clarastock wallet.

8. Acceptable use

You agree not to misuse the platform: including providing false delivery information, falsely disputing a delivered order, attempting to abuse the agent top-up or commission system, or using Clarastock for any unlawful purpose.

9. Intellectual property

The Clarastock name, logo, and the content, design, and code of clarastock.com and the Clarastock app belong to Clarastock or its licensors. You may not copy, reproduce, or create derivative works from them without our written permission.

10. Limitation of liability

We aim to resolve delivery disputes fairly and promptly through the flagging and investigation process. Beyond a refund of the order amount to your wallet, Clarastock is not liable for indirect or consequential losses arising from a delayed or undelivered order, to the fullest extent permitted by Ugandan law.

11. Suspension & termination

We may suspend or close an account that violates these terms. Where a wallet holds a positive balance at the time of closure, we will work with you to resolve it rather than forfeiting it.

12. Governing law

These terms are governed by the laws of the Republic of Uganda. Any dispute arising from these terms or your use of Clarastock will first be addressed through our support channels; unresolved disputes are subject to the exclusive jurisdiction of the courts of Uganda.

13. Changes to these terms

We may update these terms from time to time. Continued use of Clarastock after a change means you accept the updated terms. The effective date at the top of this page reflects the last update.

14. Contact us

Questions about these terms:

• Phone / WhatsApp: +256 394 907 713
• Email: support@clarastock.com
• Contact page