These Terms of Service (the "Terms") govern your access to and use of Sello — the website at sello.bio, the Sello dashboard, public storefront pages, and related services (together, the "Platform"). By creating an account, opening a store, or buying a product through a Sello storefront, you agree to these Terms.
1. Who we are
The Platform is operated by Sello Ltd, a company registered in England and Wales ("Sello", "we", "us"). You can contact us at support@sello.bio.
2. What Sello is
Sello is a commerce platform that lets creators ("Sellers") open an online storefront, list products, and sell them to customers ("Buyers"). Sellers can sell:
- Digital products — e.g. presets, guides, e-books, templates, delivered electronically;
- Physical products — goods shipped by the Seller to the Buyer; and
- Services — e.g. one-to-one sessions, coaching, or custom work performed by the Seller.
Unless a product page clearly states otherwise, the Seller — not Sello — is the seller of record for each product. The contract of sale for a product is formed between the Buyer and the Seller. Sello provides the storefront technology, order management, and payment collection on the Seller's behalf, and facilitates communication between Buyers and Sellers.
3. Eligibility and accounts
- You must be at least 18 years old to open a Seller account. Buyers must be at least 18, or the age of majority where they live, or have the consent of a parent or guardian.
- You must provide accurate, complete information when creating an account or store and keep it up to date, including your legal name, contact details, and (for Sellers) bank/payout details.
- You are responsible for all activity under your account and for keeping your credentials secure. Tell us immediately at support@sello.bio if you suspect unauthorised use.
- New stores may be reviewed by Sello before going live. We may approve, reject, or later suspend a store at our reasonable discretion, including where we suspect a breach of these Terms.
4. Seller obligations
If you sell through Sello, you agree that you will:
- only list products you have the legal right to sell, and describe them accurately, including price, what is included, and any material limitations;
- fulfil every order promptly: deliver digital products as described, dispatch physical goods within the timeframe stated on your store (or within 5 business days if none is stated), and perform services as agreed with the Buyer;
- honour the refund and cancellation rights described in section 8 and respond to Buyer enquiries within a reasonable time;
- comply with all laws that apply to your sales, including consumer protection, product safety, labelling, and distance selling rules in the countries you sell to;
- be responsible for your own taxes. Sellers are independent businesses, not employees, agents, or partners of Sello. You are responsible for determining, charging, reporting, and remitting any VAT, sales tax, income tax, or other taxes that apply to your sales; and
- not use Sello to collect payments unrelated to a genuine sale of your listed products.
5. Fees, payments, and payouts
- Payment collection. Payments from Buyers are collected by Sello on the Seller's behalf through third-party payment processors (including Stripe). Receipt of payment by Sello (or its processor) discharges the Buyer's payment obligation to the Seller.
- Payment processing. Card payments are processed by our payment processors under their own terms. Where payments are processed by Stripe, they are subject to the Stripe Services Agreement. We never store full card numbers on our servers.
- Platform fee. Sello charges Sellers a platform fee on each sale. The current fee rate is shown in the Seller dashboard before you start selling and on each payout statement. We may change fee rates with at least 30 days' notice to Sellers.
- Currency. Prices may be displayed to Buyers in their local currency for convenience; the charge is settled in the checkout currency shown at payment. Currency conversion for display uses independent exchange-rate data and may differ slightly from your card issuer's rate.
- Rolling reserve. To cover refunds and chargebacks, a percentage of each Seller's sales (shown in the dashboard) may be held as a rolling reserve for a limited period before becoming available for payout.
- Payouts. Sellers can request payouts of their available balance to their registered bank account, subject to a minimum payout amount and estimated arrival time shown in the dashboard. We may delay, withhold, or offset payouts where reasonably necessary to cover refunds, chargebacks, suspected fraud, or amounts you owe us, or where required by law or our payment processors.
6. Purchases
- The total price, including any delivery cost stated by the Seller, is shown at checkout before you pay.
- An order is accepted when the Buyer receives an order confirmation. The Seller may cancel and refund an order that cannot be fulfilled (for example, out-of-stock items or pricing errors), in which case the Buyer receives a full refund.
- Buyers agree to provide accurate delivery and contact information. Sellers are not responsible for delivery failures caused by incorrect information supplied by the Buyer.
7. Delivery and fulfilment
- Digital products are made available for download or access promptly after payment, normally immediately.
- Physical products are dispatched by the Seller. Estimated dispatch and delivery times are shown on the product page or store; where none are stated, goods should be dispatched within 5 business days and delivered without undue delay, and in any event within 30 days, unless a longer period is agreed.
- Services are scheduled and performed as agreed between the Buyer and Seller after purchase.
- If your order has not arrived or been delivered as described, contact the Seller through your order confirmation, or contact us at support@sello.bio and we will help resolve it.
8. Refunds, cancellations, and returns
This section sets out the minimum refund policy that applies to every purchase made through Sello. Sellers may offer more generous terms, but never less.
Physical products
- Consumers in the UK and EU have a legal right to cancel an order for physical goods within 14 days of receiving them, without giving a reason (the "cooling-off period"), subject to limited legal exceptions (e.g. personalised or perishable items, or sealed goods unsealed after delivery where return would be unsuitable for hygiene reasons).
- To cancel, contact the Seller or email us at support@sello.bio within the cooling-off period. Return the goods within 14 days of telling us you are cancelling. Unless the Seller states otherwise, the Buyer pays the cost of returning non-faulty goods.
- Refunds for cancelled orders are issued within 14 days of the Seller receiving the goods back (or proof of return), to the original payment method.
- Faulty, damaged, or misdescribed goods are refunded, repaired, or replaced in line with your statutory rights (in the UK, under the Consumer Rights Act 2015), and return costs for faulty goods are not charged to the Buyer.
Digital products
- By purchasing a digital product and accessing or downloading it immediately, you request immediate performance and acknowledge that you lose the 14-day cooling-off right once the download or access begins.
- If a digital product is faulty, materially not as described, or you were unable to access it, contact us within 14 days of purchase and we will provide a repair, replacement, or refund as required by law.
Services
- You may cancel a purchased service within 14 days of purchase for a full refund, unless the service has already been fully performed with your prior agreement. If performance has started at your request, you may be charged proportionately for what has been delivered.
How refunds are processed
- Approved refunds are issued to the original payment method. Once issued, they typically appear on the Buyer's statement within 5–10 business days, depending on the card issuer.
- Refunded amounts (including, where applicable, payment processing costs) are deducted from the relevant Seller's balance.
9. Chargebacks and disputes
- Buyers should contact the Seller or Sello support first — most issues are resolved faster that way than through a card dispute.
- Where a Buyer raises a chargeback, the disputed amount and any processor dispute fee may be deducted from the Seller's balance while the dispute is investigated. Sellers agree to provide evidence of fulfilment promptly on request.
- Sellers with excessive dispute rates may have payouts delayed, reserves increased, or their store suspended.
10. Prohibited products and acceptable use
You may not use Sello to sell, promote, or facilitate any of the following:
- illegal products or services, or items that infringe third-party intellectual-property rights (counterfeits, unlicensed copies, pirated content);
- weapons, ammunition, explosives, or related accessories;
- drugs, drug paraphernalia, or substances designed to mimic illegal drugs; tobacco, vaping products, or unlicensed pharmaceuticals and supplements making unlawful health claims;
- adult content or services of a sexual nature;
- gambling, lotteries, raffles, or games of chance requiring payment to enter;
- financial products or services including loans, investment schemes, cryptocurrency sales or exchanges, money transmission, or "get-rich-quick" schemes;
- multi-level marketing, pyramid schemes, or the resale of social-media engagement (followers, likes, views);
- stolen goods, hazardous materials, human remains or body parts, live animals, or protected wildlife products;
- products or content that promote hate, violence, harassment, or discrimination; and
- anything else prohibited by our payment processors' rules (including the Stripe Restricted Businesses list) or by card network rules.
You also must not: misuse the Platform (e.g. attempt to breach security, scrape data at scale, or interfere with its operation), misrepresent who you are, launder money or process payments for third parties, or use the Platform in connection with fraud of any kind. We may remove listings, withhold funds connected to prohibited activity to the extent permitted by law, and suspend or terminate accounts that breach this section.
11. Content and intellectual property
- Sellers keep ownership of the content they upload (product images, descriptions, digital files, store branding). Sellers grant Sello a non-exclusive, worldwide, royalty-free licence to host, display, reproduce, and distribute that content as needed to operate and promote the Platform and the Seller's storefront.
- Sellers warrant that their content and products do not infringe anyone else's rights. If you believe content on Sello infringes your rights, report it to support@sello.bio and we will review and, where appropriate, remove it.
- The Platform itself — including its software, design, and the Sello name and logo — belongs to Sello and its licensors. You may not copy or reuse it except as allowed by these Terms.
- Buyers of digital products receive a personal, non-transferable licence to use the purchased content unless the Seller grants broader rights. Buying a digital product does not transfer copyright.
12. Platform availability and changes
We work to keep Sello available and secure, but the Platform is provided "as is" and we do not guarantee uninterrupted or error-free operation. We may modify, suspend, or discontinue features with reasonable notice where changes materially affect Sellers. We may also impose reasonable limits (e.g. storage or bandwidth) to protect the service.
13. Liability
- Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be excluded by law. Nothing in these Terms affects a consumer's statutory rights.
- Because the sale contract is between Buyer and Seller, the Seller is responsible to the Buyer for the products they sell, including their quality, safety, legality, and delivery. Sello is responsible for providing the Platform with reasonable skill and care.
- Subject to the above, Sello is not liable for loss of profits, loss of business, or indirect or consequential loss, and our total liability to any Seller arising out of the Platform in any 12-month period is limited to the total platform fees that Seller paid us in that period (or £100 if greater).
14. Seller indemnity
Sellers will indemnify Sello against claims, losses, and costs (including reasonable legal fees) arising from the products they sell, their content, their breach of these Terms, or their violation of applicable law, except to the extent caused by Sello's own breach or negligence.
15. Suspension and termination
- You can close your account at any time from the app settings or by emailing support@sello.bio. Outstanding orders must still be fulfilled or refunded, and any remaining balance (after reserves, refunds, and fees) is paid out in the normal payout cycle.
- We may suspend or terminate an account, with notice where practicable, if you materially breach these Terms, if required by law or by our payment processors, or if your use presents fraud, legal, or security risk. Where funds are withheld, we will tell you why and for how long unless we are legally prevented from doing so.
- Sections that by their nature should survive termination (including fees owed, content licences needed to complete existing orders, liability, and indemnity) survive.
16. Your statutory rights
If you are a consumer, these Terms do not limit any rights you have under applicable consumer protection law, including (in the UK) the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Where these Terms conflict with rights you cannot waive, those rights prevail.
17. Changes to these Terms
We may update these Terms from time to time. For material changes we will give reasonable advance notice (for Sellers, at least 30 days by email or dashboard notice). The "Last updated" date at the top shows the current version. Continuing to use the Platform after a change takes effect means you accept the updated Terms; if you do not, stop using the Platform and close your account.
18. Governing law and disputes
These Terms are governed by the laws of England and Wales, and the courts of England and Wales have jurisdiction — except that if you are a consumer living elsewhere in the UK or in the EU, you also benefit from any mandatory protections of, and may bring proceedings in, the country where you live.
19. Contact
Questions about these Terms, orders, or refunds: support@sello.bio. We aim to respond within 2 business days.