Terms & Conditions

1. About these terms

These Terms & Conditions ("Terms") govern your access to and use of the Tela mobile application and website (together, the "Service"), operated by Adquantiv Pte. Ltd. (UEN 202544856K), a company incorporated in Singapore with its registered office at 60 Paya Lebar Road #06-28, Paya Lebar Square, Singapore 409051("Tela", "we", "us", "our"). By creating an account or using the Service, you agree to these Terms and to our Privacy Policy. If you do not agree, do not use the Service.

2. Who can use Tela

You must be at least 18 years old and able to enter into a binding contract under the laws of Singapore. You agree to provide accurate, current information, to keep your account details up to date, and to keep your login secure. You are responsible for all activity under your account. We may require identity verification (including via Singpass) before you can sell or withdraw funds.

3. Our role — a marketplace, not the seller

Tela is a venue that connects independent buyers and sellers of pre-loved fashion. We are not a party to the sale contract between a buyer and a seller, are not the seller of any item, and do not take title to any item. The seller is solely responsible for their items and for fulfilling each order. We provide the platform, payment-handling, Buyer Protection, and dispute facilitation described in these Terms.

4. Your account

You sign in using your mobile number. Keep your account secure and notify us promptly of any unauthorised use. You may hold only one account unless we agree otherwise, and you must not transfer your account to anyone else. We may verify your identity and refuse, suspend, or close accounts to protect the community or comply with the law.

5. Listings

If you sell, you are responsible for your listings being accurate and lawful, including photos, brand, description, condition, and price. By listing an item you confirm that you own it or are authorised to sell it, that it is genuine and described honestly, and that the sale complies with these Terms and all applicable laws. You must not list:

• counterfeit, replica, or stolen goods, or items that infringe someone's intellectual-property rights;
• items that are illegal to sell, recalled, hazardous, or require a licence you do not hold;
• underwear or intimate items that do not meet our hygiene rules, or any non-fashion items outside the categories we permit; or
• anything offensive, misleading, or otherwise prohibited by our policies.

6. Buying, offers & orders

When you buy an item or a seller accepts your offer, you enter into a contract directly with the seller. You agree to pay the item price plus any delivery fee and buyer-protection fee shown to you before you confirm. Submitting an offer or buying is a binding commitment to purchase at that price if accepted.

7. Payments & escrow

Payments are processed by our payment partner, Stripe, and are subject to Stripe's terms. When you pay, your payment is held in escrow: it sits in a platform account operated with Stripe and is held by us as a stakeholderfor the buyer and seller — not as Tela's own money, and not in Tela's own bank accounts — and is not released to the seller until you confirm the item arrived as described, or until the applicable Buyer Protection window passes without an issue being raised (after which funds may be released automatically). The funds themselves are held and moved by Stripe. Eligible orders paid through Tela are covered by Buyer Protection (see section 11). Payments arranged off-platform are not protected, are a breach of these Terms, and are made at your own risk.

8. Selling, payouts & your wallet

To receive money you must complete seller onboarding and identity/bank verification through Stripe. Once an order is completed, your earnings from the sale become available in your in-app wallet, from which you can withdraw. Standard withdrawals to a linked bank account are free and typically arrive within one to two business days. Where available, an instant withdrawal to an eligible debit card arrives within minutes and is subject to the instant-payout fee in section 9. Withdrawal speeds and eligibility are ultimately determined by Stripe and your bank or card issuer. You are responsible for dispatching items promptly and as described, for providing valid tracking where required, and for any taxes arising from your sales. You are the merchant of record for your items. Your earnings remain subject to reversal if an order is later refunded to the buyer under Buyer Protection: we may debit the corresponding amount from your wallet, and if you have already withdrawn it, your wallet balance may go negative and be recovered from your future earnings.

9. Fees

Listing and selling are free — we do not charge sellers a selling fee or commission, and you keep 100% of your item price. We charge a buyer-protection fee to buyers and a delivery fee where applicable; we may also offer optional paid services such as boosting a listing for greater visibility. Standard bank withdrawals are free; instant withdrawals to a debit card carry a 1% fee (minimum S$0.50), deducted from the amount withdrawn. All applicable fees are shown to you before you confirm the relevant action. Fees are inclusive of GST where applicable.

10. Delivery

Sellers must dispatch sold items within the timeframe shown at the point of sale, using the agreed delivery method, and provide tracking where required. Risk and responsibility for an item, and the timing of fund release, follow our Buyer Protection process. Buyers must provide an accurate delivery address.

11. Buyer Protection, returns & refunds

What it covers. Buyer Protection covers eligible orders paid for through Tela where the item does not arrive or arrives significantly not as described — materially different from the listing, for example the wrong item, undisclosed damage, or a counterfeit. It does notcover change of mind or buyer's remorse, an item that matches its description (including fit, or minor signs of wear that were disclosed), or anything bought or paid for off-platform.

How to claim. To be protected, you must report a problem in the app within 48 hours of delivery. Where delivery is not recorded, funds are instead held for 7 days after dispatch. Raising an issue in time pauses the release of funds to the seller while the matter is reviewed; if you do not raise an issue within the applicable window, the payment is released to the seller.

How we decide. We first encourage the buyer and seller to resolve the issue between themselves. Where they cannot, our team may review the order and the evidence provided by both sides and decide a fair outcome — including refunding the buyer or releasing funds to the seller. You agree to cooperate in good faith and to provide accurate information and evidence. Nothing in this process limits any mandatory rights you have under Singapore law.

Refunds. Where we refund an order under Buyer Protection, the refund is made to your original payment method and includes the buyer-protection fee for that order. To avoid double recovery, you agree to use this Buyer Protection process before raising a chargeback with your bank or card issuer for the same order.

12. Reviews & ratings

Ratings and reviews may be left only for real, completed transactions and must be honest and lawful. We may remove reviews that breach these Terms.

13. Prohibited conduct

• Listing counterfeit, stolen, infringing, or otherwise unlawful items.
• Arranging payment outside the Service to avoid fees or Buyer Protection.
• Fraud, misrepresentation, money laundering, or any unlawful activity.
• Harassing, threatening, or deceiving other users, or posting offensive, misleading, or infringing content.
• Scraping, disrupting, reverse-engineering, or gaining unauthorised access to the Service.

14. Content you provide

You retain ownership of the content you post (such as photos and descriptions). You grant us a non-exclusive, worldwide, royalty-free, sub-licensable licence to host, store, reproduce, and display that content to operate, improve, and promote the Service. You are responsible for ensuring you have the rights to post it.

15. Our intellectual property

The Tela name, logo, app, website, and their content are owned by or licensed to Adquantiv Pte. Ltd. and are protected by law. You may not use them without our prior written permission.

16. Third-party services

The Service relies on third parties including Stripe (payments), Singpass/Myinfo (identity verification), and delivery providers. Your use of those services may be subject to their own terms, and we are not responsible for them.

17. Suspension & termination

We may suspend, restrict, or close accounts that breach these Terms or that we reasonably believe pose a risk to the community, to us, or to compliance with the law, and may withhold funds where required to investigate or to satisfy refunds, chargebacks, or legal obligations. You may close your account at any time, subject to completing open orders and obligations.

18. Disclaimers

The Service is provided "as is" and "as available". To the maximum extent permitted by law, we disclaim all warranties, and we do not warrant the quality, safety, legality, or accuracy of any listing, item, or user. As we are not a party to sales, the seller is solely responsible for their items and orders.

19. Limitation of liability

To the maximum extent permitted by law, we are not liable for the acts or omissions of other users, or for any indirect, incidental, special, or consequential loss, or loss of profits, data, or goodwill. Our total liability to you in connection with the Service is limited to the greater of the fees you paid us in the three months before the event giving rise to the claim, or S$100. Nothing in these Terms excludes liability that cannot be excluded by law.

20. Indemnity

You agree to indemnify Adquantiv Pte. Ltd. against claims, losses, and costs arising from your breach of these Terms, your listings or items, or your misuse of the Service.

21. Changes to these terms

We may update these Terms from time to time. We will post the updated version with a new "last updated" date and notify you of material changes. Continued use of the Service after changes take effect means you accept the updated Terms.

22. General

If any provision of these Terms is found to be unenforceable, the remaining provisions continue in full force. Our failure to enforce a provision is not a waiver of it. You may not assign or transfer your rights under these Terms; we may assign ours to an affiliate or successor, including in connection with a merger, acquisition, or sale of assets. These Terms, together with our Privacy Policy and any policies referred to in them, are the entire agreement between you and us regarding the Service.

23. Governing law & disputes

These Terms are governed by the laws of Singapore. You and Tela submit to the exclusive jurisdiction of the courts of Singapore, without prejudice to any mandatory consumer-protection rights you have under Singapore law.

24. Contact

Questions about these Terms? Email legal@tela.sg or visit our contact page.