Marketplace Terms & Conditions

1. Platform Role

store.ismyapp.com ("the Platform"), operated by Is My App, provides infrastructure for product creators ("Product Owners" or "Sellers") to list products and for store owners ("Store Owners") to promote those products.

The Platform is a technology facilitator only. It provides the infrastructure for listing, promoting, and processing payments for products. The Platform is not a seller, reseller, distributor, or agent of any Seller. The Platform is not a party to any transaction between Sellers and buyers. All contractual relationships arising from a purchase are exclusively between the buyer and the Seller.

The Platform does not inspect, verify, endorse, or guarantee any product listed by Sellers. Approval of a product listing is a moderation check only — it does not constitute a warranty, endorsement, or representation of quality.

While the Platform may voluntarily assist in facilitating communication between buyers and Sellers, it has no obligation to do so and accepts no responsibility for the outcome of any dispute.

2. Seller Responsibilities

By listing products on the Platform, Sellers agree to the following responsibilities. These obligations are a condition of using the Platform and cannot be transferred to the Platform operator.

2.1 Product Accuracy & Compliance

• The accuracy of all product descriptions, images, pricing, and claims
• Compliance with all applicable laws and regulations in their jurisdiction
• Ensuring products do not fall into any restricted business category as defined by Stripe (stripe.com/restricted-businesses)
• Ensuring products do not infringe any intellectual property or third-party rights
• Maintaining appropriate licences, permits, or certifications required for their products

2.2 Refunds & Chargebacks

Sellers are solely responsible for all refunds, chargebacks, and associated fines. This includes:

• Processing refund requests from buyers in a timely manner
• Responding to and resolving chargeback disputes with evidence
• Paying any fees or fines imposed by payment processors as a result of chargebacks
• Maintaining a chargeback rate within acceptable limits (typically below 1%)

If a refund is processed, the Store Owner's commission may be reversed. The Platform fee (10%) is non-refundable unless the Platform determines the product violated these terms.

2.3 Fulfilment & Customer Support

• Delivering digital products promptly after purchase
• Shipping physical products within stated timeframes
• Providing direct customer support for all product-related enquiries
• Resolving buyer complaints and disputes directly with the buyer

2.4 Contact Information (Required)

Sellers must provide and maintain accurate contact information that is visible to buyers. This includes at minimum:

• A valid support email address
• A business or trading name
• Country of operation

This contact information is displayed on the product page so buyers can contact the Seller directly. Buyers should contact the Seller — not the Platform — for all product-related enquiries, complaints, refund requests, and support.

2.5 Stripe Connect Obligations

Sellers must connect a valid Stripe account and comply with Stripe's terms of service, including identity verification and ongoing compliance requirements. Sellers are responsible for keeping their Stripe account in good standing. The Platform may suspend product listings if a Seller's Stripe account is restricted or deactivated.

3. Prohibited Products

The following may not be listed on the Platform:

• Illegal goods or services in any applicable jurisdiction
• Counterfeit, stolen, or unauthorised goods
• Weapons, ammunition, explosives, or related accessories
• Controlled substances, drugs, or drug paraphernalia
• Adult content, services, or age-restricted material
• Products making misleading health, financial, or performance claims
• Pyramid schemes, multi-level marketing, or "get rich quick" schemes
• Products that violate Stripe's restricted businesses list

The Platform reviews all products before approval and reserves the right to remove any product and suspend any account at its discretion, without prior notice.

4. Commission Structure

On each sale through the Platform:

• Platform fee: 10% of the sale price (non-refundable)
• Store Owner commission: Set by the Seller (10–50% of the sale price)
• Seller receives: The remainder after platform fee and commission

Stripe processing fees (approximately 1.4% + 20p per transaction in the UK, varies by country and currency) are deducted from the Seller's share. The Platform does not control or set Stripe's processing fees.

5. Payments & Payouts

All payments are processed via Stripe Connect using the Marketplace (destination charges) model. The Platform collects payments on behalf of Sellers and transfers funds according to the commission structure. Payouts to Seller bank accounts follow Stripe's standard payout schedule (typically 2–7 business days depending on country).

The Platform does not hold funds beyond what is necessary for payment processing. Sellers can view their payout status and history directly in their Stripe Dashboard.

6. Disputes Between Buyers & Sellers

All disputes regarding products, quality, delivery, refunds, or any other transaction-related matters are strictly between the buyer and the Seller.

Buyers should contact the Seller directly using the contact information displayed on the product page. The Seller is obligated to respond to buyer enquiries within a reasonable timeframe (typically 48 hours).

The Platform is not a mediator, arbitrator, or party to any dispute. While the Platform may, at its sole discretion, assist in facilitating communication, it is under no obligation to do so and accepts no liability for the resolution or outcome of any dispute.

If a buyer is unable to resolve a dispute with a Seller, they may:

• Initiate a chargeback through their payment provider (the Seller is responsible for responding)
• Report the product to the Platform for review (the Platform may remove the listing)
• Seek resolution through applicable consumer protection channels in their jurisdiction

7. Store Owner Terms

Store Owners who promote Sellers' products agree that:

• Commissions are earned only on completed, non-refunded sales
• Commission rates are set by the Seller and may change at any time
• Commissions are transferred automatically via Stripe Connect
• A valid Stripe Connect account is required to receive commission payouts
• Without Stripe Connect, commissions are tracked as credits (redeemable for Pro access)

8. Product Approval & Moderation

All products are reviewed by the Platform before being published. The Platform conducts this review to ensure compliance with these terms and Stripe's restricted business categories. However, approval does not constitute an endorsement of the product, and the Seller remains solely responsible for their product and its compliance.

The Platform may remove approved products at any time if they are found to violate these terms, receive excessive complaints or chargebacks, or pose a risk to the Platform's payment processing capabilities.

9. Limitation of Liability

The Platform is provided "as is" without warranties of any kind, express or implied. The Platform is not liable for:

• Any damages arising from transactions between Sellers and buyers
• Product quality, accuracy of descriptions, or fitness for purpose
• Delivery failures, delays, or lost shipments
• Any financial losses incurred by Sellers or Store Owners
• Service interruptions or technical issues
• Actions taken by Stripe regarding connected accounts

10. Indemnification

Sellers agree to indemnify and hold harmless the Platform, its operators, and its affiliates from any claims, damages, losses, or expenses (including legal fees) arising from: (a) their products or services, (b) their breach of these terms, (c) any third-party claims related to their products, or (d) any chargebacks, refunds, or payment disputes.

11. Account Termination

The Platform may suspend or terminate any account that violates these terms, receives excessive chargebacks, or poses a risk to the Platform. Outstanding earned payouts will be processed according to Stripe's policies. Users may close their account at any time by contacting store@ismyapp.com.

12. Changes to Terms

The Platform may update these terms at any time. Continued use of the Platform after changes constitutes acceptance of the updated terms. Material changes will be communicated via email or dashboard notification at least 14 days before taking effect.

13. Governing Law

These terms are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.