TERMS AND CONDITIONS
Last updated: September 2026
Welcome to Letsy Digital Limited (a company registered in Kenya, hereinafter referred to as “Letsy,” “we,” “us,” or “our”). Letsy operates a multivendor e-commerce and delivery platform that provides website features and other products and services to you when you visit or shop on the Letsy website, use the Letsy mobile application, or use any software provided by Letsy in connection with any of the foregoing (collectively, the “Letsy Services”).
1. ACCEPTANCE OF TERMS
1.1 By accessing the Letsy website and/or the Letsy mobile application, you confirm that you understand these Terms and Conditions and our Privacy Policy (together, this “Agreement”). If you do not agree to this Agreement, you shall not use the Letsy Services. By completing the registration process and clicking “I agree with the Terms and Conditions & Privacy Policy,” you agree to be bound by this Agreement, and this Agreement takes effect.
1.2 The Letsy Services provide a place and an opportunity for the sale and delivery of goods between vendors and customers. The actual sales contract is directly between the vendor and the customer, and Letsy is not a party to that or any other contract between the vendor and the customer, and accepts no obligation in connection with any such contract. The vendor and the customer to such a transaction are entirely responsible for the sales contract between them, the listing of goods, warranty of purchase, and similar matters. Letsy separately facilitates delivery of orders through its network of riders.
1.3 Letsy has the right to change, upgrade, modify, limit, or suspend any Letsy Service or related feature at any time. Please check our announcements from time to time, as changes may be made without prior notice. Letsy also has the right to introduce new features, applications, or other services.
1.4 This Agreement is intended for users located in Kenya.
2. REGISTRATION
2.1 You may need a Letsy account to use certain Letsy Services, and you may be required to be logged in and to have a valid payment method associated with your account. If there is a problem with your selected payment method, alternative payment methods may be available to complete payment. You are responsible for maintaining the confidentiality of your account and password and for restricting others from accessing your account, and you agree to accept responsibility for all activities that occur under your account or password.
2.2 By completing the registration process or using any Letsy Service, you confirm that you have reached the legal age, have full legal capacity, and can independently bear legal responsibility. Where a user does not have legal capacity, responsibility for any resulting loss will be borne by that user and their guardian.
2.3 Users must be honest about the information provided to Letsy during registration. You agree to provide true, accurate, complete, legal, and current information, and to promptly update it whenever it changes. If any registration information is false, inaccurate, incomplete, or unlawful, you bear the resulting responsibility and consequences, and Letsy reserves the right to terminate this Agreement with you.
2.4 Your information must not infringe, or be alleged to infringe, the legitimate rights and interests of any other person. Where infringement occurs, Letsy has the right to cancel your account and to pursue any related liability.
2.5 You must be careful and reasonable in storing and using your username and password, and you are responsible for actions carried out by logging in with your username and password. Except where required by law or a judicial decision, or with Letsy’s permission, your account and password may not be transferred, gifted, or inherited (other than property rights associated with the account, where applicable).
2.6 You may not share your registration account information with others or save it on another person’s device. Any consequences of doing so will be borne by you, jointly and severally with the person who actually used the account.
2.7 If you are under 18 years of age, you may only use the Letsy Services with the consent of a parent or guardian, in accordance with the laws of Kenya. Certain product categories may be restricted to adults only, and you must meet the legal age and any other applicable requirement to purchase them. Letsy reserves the right, at its sole discretion, to refuse service, suspend or terminate accounts, remove or edit content, or cancel orders.
3. PRIVACY AND AUTHORIZATION
3.1 Your privacy matters to Letsy. We keep information about your activity on the website and application such as browsing, shopping, and placing orders, together with your name, address, telephone number, email, and other private information confidential. Unless you authorize disclosure, or disclosure is otherwise required by this Agreement or by law, Letsy will not disclose your private information to third parties.
3.2 Letsy may contact you by call, SMS, WhatsApp, or email to:
(i) notify you about your account;
(ii) resolve issues with your account;
(iii) resolve a dispute;
(iv) gather feedback through surveys; or
(v) as otherwise necessary to service your account or enforce this Agreement, our policies, or applicable law. Letsy may also contact you for marketing purposes (such as offers and promotions) where you have consented to such communications.
3.3 Letsy may share your telephone number and email with its authorized service providers (including payment, SMS, and logistics partners such as Safaricom M-Pesa and Celcom Africa) solely to carry out the purposes described above.
3.4 If you become aware of any unauthorized use of your account or improper use of your private information, you must notify Letsy immediately at [email protected] or 0748 000 864 so that we can suspend the relevant services and, where appropriate, report the matter to the relevant authorities. Letsy is not responsible for losses arising from such unauthorized or improper use unless it results from Letsy’s own fault and Letsy fails to remedy it after receiving written notice from you.
4. COPYRIGHT
All content included in or made available through the Letsy Services including text, graphics, logos, button icons, images, audio clips, digital downloads, data compilations, and software is the property of Letsy or its content suppliers and is protected by applicable copyright laws. The compilation of all such content is the exclusive property of Letsy.
5. PROPERTY RIGHTS AND TRADEMARKS
5.1 Letsy is the owner of, or a licensee authorized to provide, the Letsy Services, which reflect trade secrets and intellectual property protected by relevant laws. All title, ownership, and intellectual property rights in the Letsy Services are reserved by Letsy and/or its affiliates.
5.2 The name “Letsy,” the Letsy logo, and related icons, trade names, domain names (including letsy.co.ke), and other marks, whether registered or not (collectively, the “Marks”), belong to Letsy and/or its affiliates and are protected by copyright, trademark, and other intellectual property laws. Unauthorized reproduction, modification, use, or publication of the Marks is strictly prohibited.
5.3 Graphics, logos, page headers, button icons, scripts, and service names included in or made available through the Letsy Services are trademarks or trade dress of Letsy in Kenya. These may not be used in connection with any product or service that is not Letsy’s, in any manner likely to confuse customers, or in any manner that disparages or discredits Letsy. All other trademarks appearing within the Letsy Services belong to their respective owners, who may or may not be affiliated with Letsy.
6. LICENSE AND ACCESS
Subject to your compliance with this Agreement and applicable law, and payment of any applicable fees, Letsy grants you a limited, non-exclusive, non-transferable, non-sublicensable license to access and make personal, non-commercial use of the Letsy Services. This license does not include: resale or commercial use of the Letsy Services or their contents; collection or use of product listings, descriptions, or prices; derivative use of the Letsy Services; downloading or copying account information for the benefit of a third party; or use of data mining, robots, or similar data-gathering tools. All rights not expressly granted to you are reserved by Letsy. No part of the Letsy Services may be reproduced, duplicated, copied, sold, resold, or otherwise exploited for commercial purposes without Letsy’s express written consent. This license terminates automatically if you fail to comply with any provision of this Agreement or applicable law.
7. REVIEWS, COMMENTS, AND OTHER CONTENT
7.1 You may post reviews, comments, photos, videos, and other content, and submit suggestions or feedback, provided such content is not illegal, obscene, threatening, defamatory, invasive of privacy, infringing of intellectual property rights, or otherwise objectionable, and does not contain viruses, political campaigning, commercial solicitation, chain letters, or spam. You may not impersonate any person or entity or otherwise mislead others as to the origin of content. Letsy reserves the right, but not the obligation, to remove or edit such content.
7.2 By posting content, you grant Letsy a non-exclusive, royalty-free, perpetual, irrevocable, and sublicensable right to use, reproduce, modify, publish, translate, distribute, and display such content worldwide in any media, including in connection with your name where applicable. You represent that you own or control the rights to the content you post, that it is accurate, and that it does not violate this Agreement. You agree to indemnify Letsy against claims arising from content you supply.
7.3 If you post product reviews or share content publicly, you agree that the content may become publicly visible, including through search engines, and you are responsible for it.
8. ORDERS, RETURNS AND REFUNDS
8.1 Customers may apply for a return or refund of goods in accordance with Letsy’s After-Sales Return Policy. Letsy has the right, at its sole discretion, to decide whether to accept a return or refund request. In some cases, a refund may be issued without requiring the item to be returned.
8.2 Without limiting the above, Letsy does not accept returns for: (i) products not purchased through Letsy (order reference does not match); (ii) products beyond their expiry date or warranty period; (iii) products damaged through misuse, negligence, unauthorized repair, or improper installation; (iv) items with altered or mismatched warranty information; and (v) other categories identified as non-returnable in our After-Sales Return Policy.
8.3 For full details on returns and refunds, please refer to Letsy’s After-Sales Return Policy, published on our website and application.
9. PRODUCT AND VENDOR DESCRIPTIONS
9.1 Letsy makes reasonable efforts to ensure accuracy but does not warrant that product descriptions or other content on the Letsy Services are accurate, complete, reliable, current, or error-free.
9.2 It is the vendor’s responsibility to describe their products accurately. If a product does not match its description, your remedy is to apply for a return of the item in its unused condition, in accordance with our After-Sales Return Policy.
10. PRICING
10.1 “List Price” means the price of a product as set by the vendor on the Letsy platform. Letsy does not assume responsibility for the reasonableness or accuracy of vendor-set prices.
10.2 We cannot confirm the final price of an item until your order is placed. Despite our best efforts, a small number of items may be mispriced due to vendor or system error; where a listed price is materially inconsistent with market value, Letsy may remove the listing at its discretion. Price differences for similar products are usually due to different vendors offering the same item.
11. PAYMENT
11.1 Payments on Letsy are processed through licensed payment partners, including M-Pesa (safaricom number required during registration) , and, where applicable, cash on delivery. Please refer to our Payments Information and Guidelines for more detail. Users must follow such guidelines when making payment.
11.2 Customers may request receipts or invoices from vendors for products purchased. Letsy does not charge customers platform fees for browsing or purchasing and is not responsible for issuing vendor invoices or receipts.
11.3 You are responsible for ensuring your payment information (including M-Pesa details) is accurate, and for keeping your payment credentials confidential.
11.4 Letsy has never authorized any third party to collect payments on its behalf outside official Letsy payment channels (Letsy’s official Till number or in-app M-Pesa prompts, or authorized cash-on-delivery riders). Letsy is not responsible for losses arising from payments made through unofficial or unauthorized channels.
12. DELIVERY
12.1 Orders placed through Letsy are delivered by Letsy’s network of delivery riders or, where applicable, third-party logistics partners. Estimated delivery times shown on the platform are for reference only, and actual delivery times may vary due to traffic, weather, order volume, or other factors beyond Letsy’s control.
12.2 Once an order is confirmed, risk in the goods passes to the vendor and/or the assigned rider for the purpose of delivery to your specified address. Where a cash-on-delivery or pay-on-delivery order is lost or damaged in transit through no fault of yours, you will be entitled to a refund in accordance with our After-Sales Return Policy.
12.3 You are responsible for providing an accurate delivery address and contact details, and for being reasonably available to receive your order. Letsy is not responsible for delivery delays or failures caused by incorrect or incomplete delivery information provided by you.
12.4 In the event of force majeure or other justified circumstances beyond Letsy’s control, delivery may be delayed, and we ask for your understanding while we work to resolve the matter.
13. DISCLAIMER OF WARRANTIES AND LIMITATION OF LIABILITY
13.1 The Letsy Services, and all information, content, materials, and products made available through them, are provided on an “as is” and “as available” basis, unless otherwise stated in writing. Letsy makes no representations or warranties, express or implied, as to the operation of the Letsy Services. Your use of the Letsy Services is at your sole risk.
13.2 To the fullest extent permitted by law, Letsy disclaims all warranties, express or implied, including implied warranties of merchantability and fitness for a particular purpose, and does not warrant that the Letsy Services or its servers are free of viruses or other harmful components. Letsy will not be liable for direct, indirect, incidental, punitive, or consequential damages arising from use of the Letsy Services, except as otherwise required by law.
14. DISPUTES
14.1 Where a problem arises in a transaction, the customer and the vendor agree to first attempt to resolve the dispute through mutual discussion, which Letsy may help facilitate. Where the matter cannot be resolved this way, Letsy may intervene to help resolve disputes arising from transactions carried out through the Letsy after-sales process.
14.2 You agree not to bring a claim against Letsy or its affiliates in relation to a transaction between you and a vendor, except where Letsy itself is the vendor of the product in question.
14.3 Any dispute or claim relating to your use of the Letsy Services will, where possible, first be resolved amicably. Where this is not possible, such disputes shall be subject to the exclusive jurisdiction of the courts of Kenya, unless the parties agree in writing to an alternative dispute resolution mechanism such as arbitration or mediation.
15. TRANSACTIONS BETWEEN CUSTOMERS AND VENDORS
15.1 When shopping on Letsy, please take care to confirm the name, price, quantity, type, specification, and size of the goods you are purchasing, along with your delivery address and contact details. If the information you provide is inaccurate or incomplete, you bear the resulting responsibility, and Letsy reserves the right to suspend your access to the Letsy Services.
15.2 Order information is generated automatically based on what you submit, and the contract with the vendor takes effect once your order is successfully placed and, where applicable, paid for. Purchases of goods on Letsy are made under a sales contract between the customer and the vendor, and a delivery arrangement between the customer and Letsy’s delivery network.
15.3 You may cancel an order before it is dispatched, subject to the vendor’s approval. If purchased goods are out of stock, you will receive a refund with no further compensation.
16. LIMITATION OF LIABILITY
16.1 You understand and accept that Letsy is not liable for indirect or consequential losses, including loss of profits, goodwill, use, or data, arising from: unauthorized third-party use of your account; your misunderstanding of the Letsy Services; or any other loss connected with the Letsy Services that is not due to Letsy’s willful fault.
16.2 Letsy is not liable for delays or failures caused by force majeure, network or equipment maintenance, connectivity failures, power outages, labor disputes, or the actions or inaction of third parties, though Letsy will make reasonable efforts to assist in resolving such matters.
16.3 Letsy is not liable for losses arising from incorrect shipping, delivery, or payment information entered by users, or from incorrect payments made by users.
16.4 Where Letsy is found liable, its total liability to you shall not exceed the value of the goods or services in question (excluding delivery fees, taxes, and other charges, if any).
17. YOUR REPRESENTATIONS AND WARRANTIES
17.1 You represent and warrant that:
(i) you have the legal capacity (or, if a minor, valid parental or guardian consent) to enter into this Agreement and comply with its terms; and
(ii) you will use the Letsy Services only for lawful purposes and in accordance with this Agreement and all applicable laws and regulations.
17.2 If you violate this Agreement or applicable law including through the use of hacking techniques or fraudulent use of payment or withdrawal functions Letsy may suspend or cancel your account, freeze related funds, and pursue liability, including reporting the matter to the relevant authorities and seeking compensation for any losses.
18. APPLICABLE LAW
By using any Letsy Service, you agree that this Agreement and all related policies shall be governed by the laws of Kenya, without regard to conflict of law principles.
19. GENERAL
19.1 This Agreement includes all policies and rules published and amended on the Letsy website or application, including the After-Sales Return Policy and the Payments Information and Guidelines.
19.2 If any provision of this Agreement is found unlawful, void, or unenforceable under the law of any jurisdiction, that provision shall be severable, and the remaining provisions shall continue in full force and effect.
19.3 Letsy may modify this Agreement at any time by posting the revised version on its website or application, or by other reasonable notice. Your continued use of the Letsy Services after such changes take effect constitutes your acceptance of the revised Agreement.
20. CONTACT US
If you have any questions, concerns, or suggestions about this Agreement or the Letsy Services, please contact us:
Letsy Digital Limited
P.O Box 429–60200, Nkubu, Kenya
Email: [email protected]
Call / WhatsApp: 0748 000 864