Terms of use

Last updated 30 September 2026.

The short version We are a marketplace, not the seller. We hold your money until your parcel arrives. You can return anything not as described within 3 days. Do not pay outside the checkout, because we cannot protect that.

1. Who we are

LiveSoko is operated by LiveSoko Ltd. We run a marketplace: sellers list and sell their own goods, and we provide the platform, the payments and the protection around them. The contract of sale for any item is between you and that seller.

2. Your account

You sign in with a code texted to your phone number. That number identifies you, so keep it under your control and never share a code — nobody from LiveSoko will ever ask you for one. You are responsible for what happens under your account while your number is in your possession.

You must be old enough to enter a contract to buy here. We may suspend an account used for fraud, for abuse of sellers or other buyers, or to attempt payment outside the platform.

3. Prices and payment

Prices are set by sellers and shown inclusive of VAT where it applies. The price you are charged is the price shown at the moment you confirm the order — if something in your basket changes price before then, we tell you before you pay, not after.

Delivery is quoted per seller, because each seller sends their own parcel. The full total, including delivery, is shown before you confirm.

4. How your money is held

When you pay, the money goes to LiveSoko, not to the seller. We release it to them when you confirm the parcel arrived, or automatically 72 hours after it is recorded as delivered if you do not respond.

If you open a return or dispute before that, the money stays held until the case is resolved. The seller has 48 hours to respond to a case; if they do not, we decide it.

5. Delivery

Delivery windows are estimates built from the seller's stated packing time and the carrier's usual transit time. They are not guarantees, and neither traffic nor weather is within anyone's control. What is guaranteed is that if a parcel does not arrive, you are refunded.

6. Returns

Anything not as described, damaged, wrong or counterfeit can be returned at the seller's cost. Change-of-mind returns are at the seller's discretion and the return delivery comes out of your refund. The standard window is 3 days from delivery; some sellers offer longer, and the figure that applies is shown on each product page. Full details are in the returns policy.

7. Live streams and chat

Streams are broadcast by sellers. Keep chat about the products: no harassment, no contact details, no attempts to arrange payment off-platform. We remove messages and ban accounts for those, and the wordlist that catches them is not published.

Anything said in a stream about a product forms part of its description. If a seller says on camera that something is leather, and it is not, that is grounds for a return.

8. What you must not do

Pay a seller outside the LiveSoko checkout, or ask a buyer to
List or buy counterfeit or prohibited goods
Write reviews for things you did not buy, or pay anyone to
Scrape, overload or attempt to break into the platform
Impersonate a seller, a buyer or LiveSoko itself

9. Our liability

We are responsible for the platform and for the money we hold on your behalf. We are not the manufacturer or the seller of the goods, and our liability for any order is limited to the amount you paid for it. Nothing here removes rights you have under Kenyan consumer law.

10. Changes

We may update these terms. Material changes are notified in the app and on this site before they take effect. Continuing to use LiveSoko after that means you accept them.

11. Law and disputes

These terms are governed by the laws of Kenya. If you have a complaint, tell us first — almost everything is resolved without going any further.

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