Terms of Service

1. About these Terms

These Terms & Conditions govern access to and use of the Wair website, mobile app, marketplace and related services available through https://www.wair.ae.

By creating an account, accessing the app, using the website, listing an item, buying an item, selling an item, sending messages, submitting reviews or using Wair services, you agree to these Terms. If you do not agree, you must not use the platform.

These Terms should be read together with the Privacy Policy any other policies or notices published by Wair.

2. Marketplace role of Wair

Wair operates a secondhand apparel marketplace that connects buyers and sellers. Wair provides the platform, account tools, listing tools, messaging, payment coordination, collection and delivery coordination through third-party delivery providers, review tools, support and dispute handling.

Unless clearly stated otherwise, Wair is not the seller, owner, manufacturer, inspector, authenticator, cleaner, warehouse operator or physical handler of items listed by users. The sale of an item is primarily between the buyer and seller, subject to Wair's marketplace rules, Buyer Protection process and dispute handling.

Wair does not physically collect, inspect, authenticate, clean, store or quality-check items before delivery.

3. Eligibility and accounts

Users may create accounts as buyers, sellers or both. Users must provide accurate, current and complete account information and keep that information updated.

Users are responsible for maintaining the confidentiality of their login details and for all activity under their account. Users must notify Wair immediately if they suspect unauthorised access, misuse, fraud or a security incident.

Wair may refuse, suspend, restrict or terminate accounts where it reasonably believes that an account has been misused, used unlawfully, used to sell prohibited items, used to avoid fees, used to bypass the platform, or used in breach of these Terms or the Acceptable Use Policy.

4. Seller obligations and listings

Sellers are responsible for the accuracy, legality, completeness and reliability of their listings, including item descriptions, photos, condition statements, prices, brand references, measurements, defects, restrictions and other information provided to buyers.

Sellers must only list items they are legally entitled to sell. Sellers must not list counterfeit, illegal, stolen, unsafe, misleading, misdescribed, prohibited, restricted, infringing or otherwise unlawful items.

Sellers must ensure that listing photos and descriptions accurately represent the item. Sellers must not use misleading photos, inaccurate brand names, manipulated images, false condition statements or other content that may mislead buyers.

Wair may manually check accounts and ads on a scheduled basis, including weekly checks, but Wair is not required to pre-approve every listing before publication. Wair may remove, restrict, edit, hide or suspend any listing or account that appears to breach these Terms, the Acceptable Use Policy, applicable law or Wair's marketplace standards.

5. Buyer obligations

Buyers are responsible for reviewing listings carefully before purchasing, including item descriptions, photos, condition, price, delivery details, seller information and any available reviews.

Buyers must use the marketplace in good faith and must not abuse the Buyer Protection process, submit false disputes, manipulate reviews, make fraudulent claims, bypass platform payments, harass sellers or misuse Wair's support processes.

Buyers should raise issues promptly through the platform where an item is not received, materially differs from the listing, appears counterfeit, is damaged, or otherwise raises a legitimate concern.

6. User content, photos, messages and reviews

Users may upload listings, product descriptions, photos, prices, messages, reviews and other content. Users retain ownership of their content, but grant Wair a worldwide, non-exclusive, royalty-free licence to host, store, display, reproduce, adapt, publish, distribute and use that content as necessary to operate, promote, improve, secure and enforce the marketplace.

Users must not upload content that is unlawful, counterfeit, misleading, defamatory, abusive, discriminatory, harassing, obscene, privacy-invasive, infringing, fraudulent, harmful, malicious or otherwise prohibited.

Users can message each other directly from ads or listings. Messaging must be used only for legitimate marketplace communication. Wair may review, restrict or use messages where necessary for support, dispute handling, safety, fraud prevention, compliance, enforcement or legal purposes.

Buyers and sellers can leave reviews or ratings. Reviews may be subject to admin approval before being made public. Wair may refuse, remove or edit reviews that appear false, abusive, manipulative, unlawful, irrelevant, discriminatory, promotional, privacy-invasive or otherwise inconsistent with marketplace rules.

7. Payments and fees

Payments are handled through an authorised payment provider. Users may be required to accept the payment provider's terms and privacy notice before making purchases or receiving payouts.

Wair may receive payment status, transaction identifiers, fee information, payout status and related information needed to operate and reconcile the marketplace.

Wair charge Buyer Protection as a service fee and charge collection and delivery fees on purchases. Wair may introduce, change or remove commissions, service fees, delivery fees, listing fees or other marketplace fees at any time, by publishing the relevant information on the platform.

Users must not bypass Wair's payment flow or request, accept or make off-platform payments for transactions initiated through Wair.

8. Seller payouts

Seller payouts are processed through an authorised provider. Unless Wair publishes a different payout rule, sellers will be paid after buyer confirmation or acceptance, or within 48 hours of the package being delivered, whichever comes first.

Payouts may be delayed, withheld, reversed, reduced or investigated where there is a dispute, suspected fraud, chargeback, delivery issue, counterfeit concern, prohibited item concern, breach of terms, payment provider requirement, legal requirement or other legitimate reason.

Sellers are responsible for providing accurate payout information to the payment provider and for any taxes, duties, fees, obligations or reporting requirements that apply to their sales.

9. Collection and delivery

Wair work with third-party delivery providers through a partnership, and are not responsible for delays, losses, damage or service failures caused by third-party delivery providers except to the extent required by applicable law or expressly accepted by Wair in published marketplace rules.

Users must provide accurate collection and delivery information upon advertising and purchasing, follow delivery instructions, cooperate with delivery arrangements and promptly report issues.

10. Buyer Protection and disputes

Wair offer Buyer Protection and dispute handling for sales completed through the platform. Every sale will be subject to dispute handling and Wair mediation for the benefit of buyers and sellers.

Wair may request evidence from buyers, sellers, delivery providers, payment providers or other parties. Evidence may include listings, photos, messages, delivery records, payment records, identity/account information and other relevant information.

Wair may make reasonable decisions about disputes, including allowing a payout, delaying a payout, requesting more evidence, restricting an account, removing a listing, refunding or reversing a transaction through the payment provider, or taking other action consistent with the platform rules, applicable law and payment provider requirements.

11. Prohibited and restricted items

Users must not list, buy, sell, promote or facilitate counterfeit, illegal, stolen, unsafe, misdescribed, restricted, infringing or prohibited items. This includes items prohibited under UAE law or any law that applies to the transaction, the buyer, the seller, delivery or payment processing.

Wair may prohibit or restrict certain hygiene-sensitive items, damaged items, recalled items, unsafe items, counterfeit goods, fake designer goods, items that infringe intellectual property rights, and any other products Wair considers unsuitable for the marketplace.

Wair may update prohibited item rules from time to time. Users are responsible for checking the current marketplace rules before listing or purchasing items.

12. App access and limited licence

Subject to these Terms, Wair grants users a limited, personal, revocable, non-exclusive, non-transferable right to access and use the Wair app and website for lawful marketplace purposes. This does not transfer ownership of the app, website, software, content, brand, marketplace systems or intellectual property to any user.

Users must not copy, modify, reverse engineer, decompile, scrape, crawl, sell, sublicence, exploit, interfere with, bypass security controls, overload, misuse or attempt to gain unauthorised access to the app, website, marketplace systems or related services.

App store terms, operating system rules and third-party platform terms may also apply to the user's use of the mobile app. If there is a conflict between these Terms and mandatory app store terms, the relevant mandatory app store terms may apply to the extent required.

13. Intellectual property

Wair owns the Wair brand, website, app, software, platform design, oprational structure, graphics, logos, icons, processes, systems and other intellectual property used to operate the marketplace, except for user content and third-party content.

Users must not use Wair's name, logos, branding, content, software or intellectual property without Wair's prior written permission, except as necessary to use the platform in accordance with these Terms.

14. Acceptable use and enforcement

Users must comply with the Acceptable Use Policy and all marketplace rules. Wair may investigate suspected breaches and may remove content, restrict listings, hide reviews, delay payouts, suspend accounts, terminate accounts, report conduct to relevant authorities or take other appropriate action.

Wair may use manual review, automated or AI-based tools to detect prohibited items, counterfeit goods, fraud, abuse or other risky activity.

15. Privacy and data protection

Wair processes personal information in accordance with its Privacy Policy, Cookie Policy, Data Retention & Deletion Policy and Protection of Personal Data Notice. Users must not misuse the personal information of other users or collect, scrape, disclose, sell or use personal information outside the legitimate purposes of the marketplace.

16. Disclaimers and limitation of liability

To the maximum extent permitted by law, the platform is provided on an 'as is' and 'as available' basis. Wair does not guarantee that the website, app, marketplace, listings, delivery, payment flow, third-party services or user content will always be uninterrupted, error-free, secure or available.

Wair does not guarantee the truth, accuracy, legality, quality, authenticity, condition or suitability of user listings. Sellers are responsible for their listings, and buyers are responsible for reviewing available information before purchase.

To the maximum extent permitted by law, Wair will not be liable for indirect, consequential, special, incidental, punitive or exemplary losses, loss of profits, loss of revenue, loss of goodwill, loss of data, business interruption, third-party delivery failure, third-party payment failure, user misconduct, counterfeit listings, or disputes between users, except where liability cannot be excluded or limited by applicable law.

17. Indemnity

Users agree to indemnify and hold Wair harmless from claims, losses, damages, liabilities, costs and expenses arising from their breach of these Terms, misuse of the platform, unlawful conduct, inaccurate listings, counterfeit or prohibited items, infringement of third-party rights, misuse of personal information, off-platform transactions, disputes, fraud or violation of applicable law.

18. Changes to these Terms

Wair may update these Terms from time to time to reflect changes in the marketplace, app, website, payment flow, delivery arrangements, fees, dispute handling, legal requirements or business operations. The updated version will be published on the platform with a revised date. Continued use of the platform after changes take effect means the user accepts the updated Terms.

19. Governing law and disputes

These Terms are governed by the laws of the United Arab Emirates, unless mandatory consumer protection, data protection or other laws provide otherwise. Courts or dispute resolution bodies in the United Arab Emirates will have jurisdiction, subject to any mandatory rights users may have under applicable law.

20. In-app reporting, blocking and marketplace safety

Wair may provide or introduce tools that allow users to report listings, messages, reviews, accounts or conduct that appears abusive, misleading, unlawful, counterfeit, unsafe or otherwise inconsistent with these Terms. Where available, users may also be able to block or restrict interactions with other users. Wair may review reports manually, prioritise urgent safety issues and take proportionate action, including content removal, account restrictions, warnings, suspension or permanent termination.

Users must not misuse reporting or blocking features, submit false reports, harass other users through platform tools or attempt to avoid moderation by creating duplicate accounts.

21. Counterfeit, intellectual property complaints and repeat violations

Sellers must only list items they are legally entitled to sell. Counterfeit, replica, fake, unauthorised, stolen or otherwise unlawful goods are prohibited. Sellers are responsible for ensuring that listings, photos, brand references and descriptions do not infringe third-party intellectual property rights or mislead buyers.

Wair may remove listings, restrict accounts, withhold or delay relevant transactions where permitted, or request further evidence if Wair receives an intellectual property, counterfeit, safety or legal complaint. Repeat or serious violations may lead to permanent account removal.

22. Chargebacks, failed payments, reversals and payment investigations

Payments are processed through a third-party payment provider. Wair does not directly store full card details or bank account details. Transactions may be delayed, refused, reversed, investigated or cancelled where required by the payment provider, law, fraud controls, sanctions checks, anti-money laundering controls, chargeback procedures or platform risk rules.

Users are responsible for any fees, chargebacks, reversals, failed payment costs, payment disputes or deductions that arise from their own conduct, inaccurate information, fraud, prohibited activity or breach of these Terms, to the extent permitted by applicable law and payment provider rules.

23. Delivery evidence, failed delivery and acceptance window

Wair organise collection and delivery through a third-party delivery provider. Wair does not physically inspect, authenticate, clean, store, package or take custody of items. Delivery status, tracking information, buyer confirmation, photos, support communications and courier evidence may be used when assessing delivery issues or disputes.

Unless a dispute is raised within the applicable acceptance window, seller payout may be released after buyer confirmation or within 48 hours of confirmed delivery, whichever comes first. Wair may pause payout where there is a genuine dispute, suspected fraud, delivery issue, counterfeit concern, legal concern or payment provider investigation.

24. Operational changes, automation and future AI tools

Wair may change marketplace workflows over time, including new automation, automated moderation tools, AI-assisted counterfeit detection, improved risk checks, reporting systems or additional payment and verification features. Such tools may support, but do not replace, Wair's rights to manually review, moderate, restrict or remove content and accounts.

25. Contact

For privacy, data protection, marketplace or policy-related enquiries, contact Wair at support@wair.ae.