Privacy Policy and Terms of Use

1. Acceptance of Terms

By accessing our Live Shopping platform (the SuguLive application and associated website), you agree to be bound by these terms of use, this privacy policy, and all applicable laws. If you do not accept these terms, you may not use our services.

2. Data We Collect

In order to operate the application and ensure full transparency regarding user and device data processing, we collect the following categories of data:

• Identity & Contact Information: Name, email address, phone number, and profile picture, used to create your account via phone, Google, or Apple authentication.
• Location: Approximate or precise location, with your consent, to display nearby shops and live streams and facilitate order delivery.
• Photos, Videos & Audio: Content you choose to share (product photos, video and audio streams during live shopping sessions), as well as device camera and microphone access required to broadcast or watch a live session.
• Financial Information: Transaction history, in-app wallet, and identity verification (KYC) information required before any withdrawal. Payment card and bank details are processed directly by our secure payment providers and are never stored on our servers.
• Preferences & Purchase History: Viewed products, bookmarks/favorites, order history, and interactions with sellers, used to personalize your experience.
• Device Identifiers & Diagnostic Data: Device model, operating system version, app version, and crash logs, used solely to ensure stability, security, and service improvements.
• Notifications: A device push token is used to send you notifications regarding your orders, followed live sessions, and messages.

Certain data items are categorized as sensitive (precise location, financial details). They are collected only with your explicit permission via your operating system settings, and you can revoke them at any time in your device settings.

3. Use of Data

We use this data to: provide and secure the service (authentication, payments, live streaming); personalize your shopping experience; prevent fraud and comply with legal obligations (including anti-money laundering regulations); and improve app performance and stability. We do not sell your personal data to third parties.

4. Data Sharing with Third Parties

Certain data is shared with service providers strictly necessary for operating the platform, under strict confidentiality agreements:

• Firebase / Google Cloud: Authentication, media storage, push notifications, and core technical infrastructure.
• LiveKit: Real-time video/audio streaming infrastructure for interactive live shopping sessions.
• Payment Providers: Secure payment processing and KYC identity verification.

These partners are only authorized to use your data to perform the requested services on our behalf and never for their own advertising purposes.

5. Data Security

Data is transmitted encrypted between the application and our servers (HTTPS/TLS) and stored securely. Access to sensitive data is restricted strictly to authorized systems and personnel who require it to provide the service.

6. Data Retention and Your Rights

Your data is retained for the period necessary to provide the service and comply with our legal and accounting obligations. You may at any time request access, rectification, export, or deletion of your data, as well as the deletion of your account (see Section 7), by contacting us at the address provided in Section 11.

7. Account and Data Deletion

You may request the permanent deletion of your SuguLive account and associated data (profile, purchase history, shared content) at any time, whether the application is currently installed on your device or not.

Request account and data deletion →

Your request is processed within 30 days. Certain data may be retained beyond this period where required by law (e.g., transaction records for accounting and anti-money laundering regulations). You may also contact us directly at hello@sugulive.com.

8. Children's Privacy

Our service is not intended for persons under the age of 16, and we do not knowingly collect personal data from minors. If you believe a minor has provided us with personal information, please contact us so we can immediately delete it.

9. Sales, Transactions, and Installment Payments

Platform transactions are processed by certified secure payment partners (Mobile Money: Orange Money, Wave, MTN Money, Moov Money, and credit/debit cards). The platform operates an escrow mechanism ensuring that buyer funds are securely held until confirmed delivery of conforming goods.

Installment Payment Options (Flexible Payments)

Depending on merchant settings and buyer profile, two installment models are available:

• Installment payment with delivery upon 1st payment: The buyer receives the purchased item upon payment of the first installment. The buyer enters an irrevocable agreement to pay the remaining schedule on the agreed due dates. Any late payment or default triggers automatic reminders, administrative late fees, account restriction, and collection actions.
• Installment payment with delivery upon full payment (Layaway / Reservation): The item is securely reserved and held by the merchant. Dispatch is triggered only after full receipt (100%) of all installments. In the event of early cancellation by the buyer, paid amounts may be converted into store credit minus handling fees specified in store terms.

Escrow and Merchant Payouts (KYC)

Merchant wallet balances and payout withdrawals are subject to mandatory identity verification (KYC/KYB) in compliance with anti-fraud and anti-money laundering (AML/CFT) regulations.

10. Refund Policy and Buyer Protection

In case of an issue with an order, you can submit a dispute claim directly within the application. If your case is covered by our buyer protection policy, you are entitled to a full refund.

Eligible Refund Cases

(subject to timely claim submission and excluding non-qualifying items)

• Incomplete order or incorrect items (one or more missing or mistaken products).
• Item not as described, damaged, expired, defective, or counterfeit.
• Package not received (lost in transit, delayed, unshipped, or undelivered).
• Specific categories (coins & precious metals, sports cards, sneakers & streetwear, collectibles, luxury goods, fresh plants & foods) are subject to specific deadlines.

Claim Deadlines

30 days from the purchase date, or 14 days from confirmed delivery (whichever comes first). Select categories have shorter windows (7 days for collectibles/luxury items after delivery, 2 days for fresh perishable items).

Item Returns

The platform may require the physical return of the item before issuing a refund. The item must be returned in the received condition:

• Defective, non-compliant, damaged on delivery, or wrong item: Free return at the seller's expense (or carrier depending on contractual terms).
• Change of mind / withdrawal: Return shipping costs may be charged to the buyer in applicable cases and deducted from the refund.

Refund Methods

Refunds for payments completed via the wallet are sent via direct mobile money transfer to the registered phone number. Transfer fees are absorbed by the platform: you receive the full refund amount. Refunds for payments made via a network operator (Wave, Orange Money, MTN, debit/credit card) are credited back directly to the payment method used.

Dispute Resolution & Escrow

In case of a dispute (item not received, defective product), the platform temporarily holds funds in escrow and halts payout to the seller until the issue is fully resolved. An undelivered order triggers an automatic dispute inquiry.

11. Contact Us

For any questions regarding this policy or to exercise your rights concerning your personal data, please contact us at: hello@sugulive.com.

12. Changes to Terms

SuguLive reserves the right to modify these terms at any time. Users will be informed of any material changes. Continued use of the service following such notice constitutes acceptance of the updated terms.