Terms of Service
These terms govern your use of the HEVA Fashion apps and website (the “Service”), operated by HEVA Fashion (“HEVA”, “we”, “us”). By creating an account or placing an order, you agree to these terms and to our Privacy Policy.
1. The marketplace
HEVA is a marketplace. Products are listed and sold by independent sellers. HEVA provides the platform, arranges delivery and collects payment on the seller’s behalf. Unless a listing says otherwise, the seller is responsible for the product itself, including its description, quality and authenticity.
2. Accounts
- You must be at least 13 years old to create an account. If you are under 18, you need a parent or guardian’s permission to use the Service.
- Give accurate information, especially your name, phone number and delivery address, and keep it up to date.
- Keep your password private. You are responsible for activity on your account. Tell us at once if you suspect unauthorised use.
- One person, one account. We may suspend or close accounts that break these terms.
- You can delete your account at any time. See Delete your account.
3. Orders and prices
- Prices are shown in Iraqi dinar (IQD) and include the item price. The delivery fee, which depends on your delivery zone, is shown before you confirm.
- Placing an order is an offer to buy. A seller may decline an order, for example if an item is out of stock. You will not be charged for an order that is declined.
- To cancel an order, contact us as soon as possible, before it is handed to the driver.
- Coupons and reward points follow the conditions shown in the app. They have no cash value, cannot be transferred, and may expire.
4. Payment: cash on delivery
- The main payment method is cash on delivery (COD). You pay the driver the full order total, including the delivery fee, in cash when you receive your order.
- Please have the exact amount ready if you can. Inspect the package when you receive it.
- If online or wallet payment methods are offered, the terms of that payment provider also apply.
- Repeatedly refusing COD deliveries without good reason may lead to COD being restricted on your account.
5. Delivery
- We deliver to the zones available in the app. Delivery times shown are estimates, not guarantees.
- Make sure your address and map pin are correct and that someone is available to receive the order. The driver may call your phone number.
- If delivery fails because the address is wrong or no one is available, we may cancel the order.
6. Returns and refunds
- You can request a return in the app within 7 days of delivery if an item is faulty, damaged, wrong, or significantly different from its description. Some sellers or listings may allow other returns, as stated on the listing.
- Items must be returned unused, with their original tags and packaging. For hygiene reasons, some items, such as underwear and swimwear, cannot be returned unless they are faulty.
- Return requests are reviewed by the seller and by HEVA. HEVA may make the final decision when a seller and customer disagree.
- Approved refunds are paid by the method HEVA indicates (for example cash, store credit, or the original online payment method) within a reasonable time.
7. Seller responsibilities
Sellers agree to:
- Give accurate information when registering, including valid identity documents, and keep their shop details current.
- List only genuine, legal products that they have the right to sell, with accurate descriptions, photos, sizes, prices and stock.
- Prepare accepted orders promptly and hand them to the driver in good condition.
- Honour returns and refunds under these terms.
- Use customer data only to fulfil the order, and never for marketing or any other purpose.
- Pay HEVA’s commission, which is deducted from settlements, and comply with applicable laws, including tax laws.
HEVA may remove listings, withhold settlements related to disputed orders, or suspend shops that break these terms.
8. Prohibited conduct
You must not:
- Sell or list counterfeit, stolen, illegal, dangerous or offensive items.
- Provide false information, impersonate anyone, or create accounts to abuse coupons, points or referrals.
- Place fake orders or orders you do not intend to accept.
- Harass or threaten sellers, customers, drivers or staff.
- Post false or abusive reviews.
- Scrape, reverse-engineer, overload or try to break the security of the Service.
- Use the Service for any unlawful purpose.
9. Content
You keep ownership of the content you post, such as reviews and photos. You give HEVA permission to display that content in the Service. We may remove content that breaks these terms.
10. Limitation of liability
The Service is provided “as is” and “as available”. To the extent the law allows:
- HEVA is not responsible for products sold by sellers beyond the return and refund rights in these terms.
- HEVA is not liable for indirect or consequential losses, or for delays or failures caused by events outside our reasonable control.
- HEVA’s total liability for any order is limited to the amount you paid for that order.
Nothing in these terms limits any rights you have that cannot be excluded by law.
11. Changes and termination
We may update these terms. If the changes are significant, we will notify you in the app. If you keep using the Service after a change, you accept the updated terms. You may stop using the Service and delete your account at any time.
12. Governing law
These terms are governed by the laws applicable in the Kurdistan Region of Iraq. If the English version and a translation differ, the English version prevails.