Terms of Service
Last updated: March 2026
1. Acceptance of Terms
By accessing or using the Artisan Lane mobile application or website ("Platform"), you agree to be bound by these Terms of Service. If you do not agree, please do not use the Platform.
2. About Artisan Lane
Artisan Lane is a curated marketplace that connects South African artisans with buyers. We provide the platform, payment escrow, and support infrastructure. We do not manufacture, stock, or ship any products — artisans are independent sellers responsible for their own products and fulfilment.
3. Account Registration
You must create an account to make purchases or sell on the Platform. You are responsible for maintaining the confidentiality of your login credentials and for all activity under your account. You must provide accurate, current information and update it as needed.
4. Buyers
4.1 Orders & Payments
All payments are processed through TradeSafe's escrow system. When you place an order, your funds are held securely until you confirm receipt of your order. If you do not confirm or raise a dispute within 14 days of delivery, funds are automatically released to the artisan.
4.2 Shipping
Shipping options and costs are set by each artisan. Available methods may include Courier Guy (door-to-door and locker-to-locker), Pargo pickup points, PAXI at PEP stores, and Market Pickup (in-person collection). Delivery times are estimates and may vary.
4.3 Returns & Disputes
If you receive an item that is significantly not as described, damaged, or defective, you may raise a dispute before funds are released. We will mediate between the buyer and artisan to reach a fair resolution. Customised or made-to-order items may not be eligible for returns unless faulty.
4.4 Cart Expiry
Items added to your cart are reserved for 48 hours. After this period, they may be automatically removed to ensure availability for other buyers.
5. Artisans (Sellers)
5.1 Application & Approval
Anyone may apply to sell on Artisan Lane. Applications are reviewed by our team to ensure quality standards are met. Approval is at our sole discretion. We may request additional information or decline an application.
5.2 Product Listings
Artisans are responsible for the accuracy of their listings, including descriptions, photos, pricing, stock levels, and care instructions. All products must be handmade, hand-assembled, or artisan-produced. Mass-produced items are not permitted.
5.3 Fulfilment
Artisans must fulfil orders within the turnaround time stated in their shop settings. If an artisan is unable to fulfil orders temporarily, they should enable Out of Office mode with an expected return date.
5.4 Commission
Artisan Lane charges a commission on each sale. The current commission rate is communicated during the application process and in your vendor dashboard. We reserve the right to adjust commission rates with 30 days' notice.
5.5 Payouts
Funds are released from escrow once the buyer confirms receipt. Payouts are processed to your registered bank account according to our payout schedule.
6. Prohibited Conduct
You may not:
- Use the Platform for any illegal purpose
- List mass-produced, counterfeit, or prohibited items
- Manipulate reviews, ratings, or search results
- Circumvent the escrow payment system
- Harass, abuse, or threaten other users
- Attempt to gain unauthorised access to any part of the Platform
7. Intellectual Property
The Artisan Lane name, logo, branding, and app design are our intellectual property. Artisans retain ownership of their product images and descriptions but grant us a licence to display them on the Platform for the purpose of facilitating sales.
8. Limitation of Liability
Artisan Lane acts as a marketplace facilitator. We are not responsible for the quality, safety, or legality of items listed by artisans, the accuracy of listings, or the ability of artisans to complete sales. Our liability is limited to the extent permitted by South African law.
9. Termination
We may suspend or terminate your account at any time for violation of these Terms or for any conduct that we believe is harmful to the Platform or other users. You may delete your account at any time by contacting us.
10. Governing Law
These Terms are governed by the laws of the Republic of South Africa. Any disputes will be subject to the jurisdiction of the South African courts.
11. Changes to These Terms
We may update these Terms from time to time. We will notify you of material changes via the app or email. Continued use of the Platform after changes constitutes acceptance of the updated Terms.
12. Contact
For questions about these Terms, please contact us at legal@artisanlane.co.za