Terms of Service
Last updated: 28 July 2026
1. Definitions
"Shopanova", "we", "our" refers to the marketplace platform operated by Phoenix Innovation Group Ltd. "Buyer", "Seller", "User", "Trust Score", "Escrow" carry the meanings set out in these Terms.
2. Account Eligibility & Verification
All accounts require identity verification. Sellers must additionally complete business KYC before listing. We may suspend or terminate accounts that fail or fall out of verification.
3. Listings & Seller Obligations
Sellers are solely responsible for listing accuracy, product legality, and honouring completed orders. Prohibited items are set out in Section 7.
4. Escrow & Payment Terms
Buyer funds are held in escrow until delivery is confirmed. Funds release automatically 48 hours after delivery unless a dispute is opened, or immediately on buyer approval.
5. Trust Score Methodology & Disclaimers
The Trust Score is calculated from transaction, verification, fulfilment, feedback, and marketplace signals. Scores are indicative and do not constitute a guarantee. Shopanova may revise the methodology; material changes will be published.
6. Cross-Border Compliance Responsibilities
We auto-generate customs documentation and estimate duties/VAT. Buyers and sellers remain jointly responsible for accuracy of declarations and for observing import/export laws applicable to their transactions.
7. Prohibited Items & Conduct
Listings must not include weapons, controlled substances, wildlife products, counterfeit goods, or any item prohibited under UK law or the destination country's law.
8. Dispute Resolution Process
Disputes are pre-triaged by our AI fraud pattern engine and escalated to human agents when needed. Both parties agree to good-faith cooperation with our resolution process.
9. Limitation of Liability
To the fullest extent permitted by law, Shopanova's liability arising out of use of the platform is limited to the fees paid to us for the transaction in question.
10. Governing Law
These Terms are governed by the laws of the United Kingdom. Any dispute is subject to the exclusive jurisdiction of the courts of Scotland.