Terms and Conditions

Terms and Conditions

Welcome to Nematel Enterprises Limited

These Terms and Conditions outline the rules, rights, and regulations for the use of Nematel Enterprises Limited’s e-commerce store.

By accessing this website, placing an order, or completing a payment on our platform, you accept and agree to be legally bound by these terms. Do not continue to use our platform if you do not agree to all of the terms and conditions stated on this page.

1. Store Operations & Dropshipping Model

Nematel Enterprises Limited operates an e-commerce platform built on WooCommerce and integrated with DSers automated fulfillment software.

  • Sourcing and Fulfillment: We do not stock or hold physical inventory at our Nairobi offices. When you buy a product on our platform, your order details are instantly routed via DSers to global, third-party manufacturing and supply partners.
  • Direct Delivery: The supplier packages the item and ships it directly from their overseas warehouse to your specified delivery destination within Kenya.

2. Payments and Gateway Processing (Pesapal)

All customer transactions on our store are securely processed using the Pesapal Checkout Gateway.

  • Payment Channels: Through Pesapal, we accept local mobile money payments (M-Pesa Express, Airtel Money) and international or local debit/credit cards (Visa, Mastercard).
  • Transaction Timing: An order is only considered valid and accepted by Nematel Enterprises Limited once Pesapal issues a successful, verified payment confirmation callback to our WooCommerce system.
  • Payment Failures: We are not liable for delayed orders or checkout failures resulting from M-Pesa network downtime, STK push timeouts, or banking network failures mediated by Pesapal.

3. Currency and Pricing Dynamics

  • Base Exchange Rates: While our global supply chain via DSers operates and prices inventory in United States Dollars (USD), our storefront displays prices and charges your account exclusively in Kenyan Shillings (KES).
  • Price Adjustment: We automatically calculate and update our retail pricing to reflect global supplier shifts and USD-to-KES currency exchange fluctuations. We reserve the right to change storefront prices at any minute without prior notice.
  • Price Discrepancy: If a severe currency fluctuation or backend system lag causes a product to be erroneously listed below its wholesale sourcing cost, Nematel Enterprises Limited reserves the right to cancel the order, reject fulfillment via DSers, and issue a full refund to your M-Pesa wallet or bank account.

4. Product Descriptions and Inventory Syncing

Our product data, images, and stock volumes are synced digitally with global warehouses using DSers automation.

  • Data Lag: On rare occasions, a supplier may run out of stock before DSers can sync the change to our WooCommerce backend. If you purchase an out-of-stock item, we will notify you promptly and process a full refund.
  • Visual Variances: Manufacturers may occasionally update packaging, branding text, or minor cosmetic details. We are not liable for slight variances between the stock images on WooCommerce and the actual item delivered.

5. Shipping, Tracking, and Customs Disclaimer

  • Transit Timeline: Because items originate from overseas suppliers, delivery timelines are estimations. Nematel Enterprises Limited cannot guarantee an exact arrival date and is not responsible for shipping delays caused by customs clearance at Kenyan ports of entry, international transit disruptions, or local courier holdups.
  • Tracking Numbers: Once your package is shipped by the supplier, DSers retrieves the global tracking identifier. WooCommerce will automatically email or text this tracking link to you. Tracking systems may take 3 to 7 business days to display active local logs after dispatch.
  • Customs Duties: Import laws vary. In rare instances, heavy or specialized items may attract local Kenyan customs handling or processing fees. Any such entry tariffs or local customs clearance duties are the sole legal responsibility of the importing buyer.

6. Order Cancellation Window

Our WooCommerce platform communicates with DSers immediately after payment validation. Because of this automated, fast-paced processing loop, you can only request an order cancellation within 6 hours of payment. Once an order status switches to “Fulfilled” or “Shipped” within our system, it has already been purchased from the global supplier and cannot be canceled or recalled.

7. Limitation of Liability

To the maximum extent permitted by the laws of the Republic of Kenya, Nematel Enterprises Limited, its directors, and its employees shall not be held liable for any indirect, incidental, punitive, or consequential damages—including but not limited to loss of personal funds, business disruptions, or failed delivery expectations—resulting from the technical performance, software downtime, or data transmission failures of third-party plugins (including WooCommerce, DSers, or Pesapal).

8. Governing Law

These Terms and Conditions and any operational agreements whereby we provide you services or products shall be governed by, construed, and enforced in accordance with the laws of the Republic of Kenya. Any legal disputes arising from transactions on this platform shall be subject to the exclusive jurisdiction of the courts located in Nairobi, Kenya.

9. Contact Details

Questions regarding these technical and commercial Terms and Conditions should be directed to our corporate office:

  • Company Legal Entity: Nematel Enterprises Limited
  • Registered Office Address: Star Mall, Tom Mboya Street, 3rd Floor, Office C2, Nairobi, Kenya
  • Official Email: info@nematel.ke
  • Official Support Line: +254 705 668185
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