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 [UEN]), a company incorporated in Singapore with its registered office at [registered address], Singapore ("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 & Buyer Protection
Payments are processed by our payment partner, Stripe, and are subject to Stripe's terms. When you pay, your payment is held in escrow and is not released to the seller until you confirm the item arrived as described, or until the applicable buyer-protection window passes without a dispute (after which funds may be released automatically). Eligible orders paid through Tela are covered by Buyer Protection. 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 (net of fees) become available in your in-app wallet, from which you can withdraw to your bank account. 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.
9. Fees
Listing items is free. We charge a selling fee (commission) on completed sales, a buyer-protection fee to buyers, and a delivery fee where applicable; we may also offer optional paid services such as boosting a listing. 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. Returns, refunds & disputes
If an item does not arrive, or arrives significantly not as described, you may raise an issue within the buyer-protection window. Where a buyer and seller cannot resolve it, our team may review the order and supporting evidence and decide the outcome (including refunding the buyer or releasing funds to the seller) under our Buyer Protection process. You agree to cooperate in good faith and to provide accurate information and evidence.
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. 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.
23. Contact
Questions about these Terms? Email legal@tela.sg or visit our contact page.