Terms of Service

1. Acceptance of Terms

By creating an account, browsing, or placing an order on Hands To Home (“Hands To Home”, “we”, “us”), you agree to these Terms of Service and our Privacy Policy. If you do not agree, please do not use the marketplace. You must be at least 18 years old to create an account.

2. Marketplace Role

Hands To Home is a multi-vendor marketplace. Products are sold by independent artisan sellers, not by Hands To Home. Each seller is solely responsible for the items they list, their accuracy, fulfilment, and handling of returns within the policies published on their shop. Hands To Home provides the platform, payment processing, and support tooling, and is not a party to the contract of sale between buyer and seller except where it acts as the merchant of record for payment.

3. Accounts

You are responsible for keeping your account credentials secure and for all activity under your account. Provide accurate information and keep it current. Notify us promptly of any unauthorised use. We may suspend or terminate accounts that violate these Terms or that we reasonably believe are involved in fraud or abuse.

4. Orders & Payment

Prices are shown in the currency displayed at checkout and may change before an order is placed. Payment is processed securely; an order is confirmed only once payment is authorised. Made-to-order items may carry the lead times shown on the product page. We reserve the right to refuse or cancel an order suspected of fraud, pricing error, or stock unavailability, and to refund it in full.

5. Refunds, Returns & Chargebacks

Returns and refunds are governed by the policy published on each seller’s shop and by applicable consumer-protection law. Made-to-order and personalized items may be non-returnable except where faulty. If you believe a charge is incorrect, contact us before initiating a chargeback so we can resolve it; abusive or fraudulent chargebacks may result in account suspension.

6. Seller Obligations

If you sell on Hands To Home, you additionally agree to:

• list only items you are legally entitled to sell and that comply with these Terms;
• describe items accurately, including materials, dimensions, and lead times;
• fulfil accepted orders promptly and communicate delays to buyers;
• honour your published return policy and applicable consumer law;
• handle buyer personal data only to fulfil and support orders (see Privacy Policy);
• pay the platform fees disclosed in your seller dashboard.

7. Prohibited Conduct & Items

You agree not to use Hands To Home to:

• list illegal, counterfeit, recalled, hazardous, or prohibited goods;
• infringe the intellectual-property or other rights of third parties;
• post false, misleading, or fraudulent content or reviews;
• harass other users, sellers, or staff, or send spam;
• attempt to access accounts, data, or systems without authorisation, or disrupt the service;
• circumvent fees or transact off-platform to avoid buyer protections.

8. Intellectual Property & DMCA

The Hands To Home name, logo, and platform are our property or licensed to us. Sellers retain rights to their own product content and grant us a licence to display it to operate the marketplace. We respond to valid copyright notices under the Digital Millennium Copyright Act (DMCA): if you believe content infringes your rights, send a notice through the support channel with the required details, and we will act on properly submitted claims, including removing content and terminating repeat infringers.

9. Disclaimers

The marketplace is provided “as is” and “as available” without warranties of any kind, express or implied, to the fullest extent permitted by law. We do not warrant that the service will be uninterrupted or error-free, or that any item will meet your expectations. Nothing in these Terms excludes liability that cannot be excluded under applicable law, including statutory consumer rights.

10. Limitation of Liability

To the maximum extent permitted by law, Hands To Home will not be liable for any indirect, incidental, special, consequential, or punitive damages, or for lost profits or data, arising from your use of the marketplace. Our aggregate liability for any claim relating to an order is limited to the amount you paid for that order. Some jurisdictions do not allow these limitations, in which case they apply to the extent permitted.

11. Indemnification

You agree to indemnify and hold harmless Hands To Home and its staff from claims, damages, and expenses (including reasonable legal fees) arising from your breach of these Terms, your content, or your violation of any law or third-party right.

12. Privacy

Our handling of personal data is described in our Privacy Policy, which includes your rights under the GDPR and CCPA/CPRA. By using Hands To Home you acknowledge that policy.

13. Dispute Resolution & Arbitration Agreement

13.1 Informal Resolution. Before initiating arbitration or legal proceedings, you agree to contact Hands To Home at [email protected] to attempt informal resolution. We will have 30 days to resolve your concern before you may initiate arbitration.

13.2 Binding Arbitration. PLEASE READ THIS SECTION CAREFULLY. IT AFFECTS YOUR LEGAL RIGHTS. You and Hands To Home agree that any dispute, claim, or controversy arising out of or relating to these Terms or your use of Hands To Home’s services (collectively, “Disputes”) WILL BE RESOLVED THROUGH BINDING INDIVIDUAL ARBITRATION, except as set forth in Section 13.5 below. You and Hands To Home waive the right to have Disputes resolved in court by a judge or jury.

13.3 Arbitration Rules & Administrator. Arbitration shall be administered by the American Arbitration Association (AAA) under its Consumer Arbitration Rules, available at www.adr.org, or, for disputes involving $10,000 or less, the rules of the American Arbitration Association’s Small Claims procedures. The arbitration will take place in the county where you reside, or via videoconference, unless both parties agree otherwise. For claims under $10,000, Hands To Home will pay all AAA filing and administrative fees.

13.4 Class Action Waiver. ALL DISPUTES MUST BE BROUGHT IN YOUR INDIVIDUAL CAPACITY, AND NOT AS A PLAINTIFF OR CLASS MEMBER IN ANY PURPORTED CLASS OR REPRESENTATIVE PROCEEDING. The arbitrator may not consolidate your claims with those of any other person or entity.

13.5 Exceptions (Not Subject to Arbitration). The following are NOT subject to arbitration:

• Claims that qualify for small claims court in your jurisdiction;
• Injunctive or equitable relief to prevent IP infringement or unauthorized access to Hands To Home services;
• Claims arising from our Privacy Policy or data breaches;
• Any Dispute where applicable law prohibits mandatory arbitration.

13.6 Opt-Out Right (30-Day Window). RIGHT TO OPT OUT: You may opt out of this Arbitration Agreement within 30 days of the date you first agreed to these Terms, or within 30 days of any material update to this Section, by sending written notice to [email protected] with the subject line “Arbitration Opt-Out” and including your full name and account email. For your convenience, you may also submit this opt-out online using our Arbitration Opt-Out form. Opting out does not affect your right to use Hands To Home’s services.

13.7 Survival. This Arbitration Agreement survives termination of your account.

14. Governing Law & Changes

These Terms are governed by the laws of the jurisdiction in which Hands To Home is established, without regard to conflict-of-law rules, and subject to any mandatory consumer-protection laws of your country of residence. We may update these Terms; material changes will be posted here with a revised “Last updated” date, and continued use after changes constitutes acceptance.

15. Contact

Questions about these Terms? Reach us through the support channel linked in the site footer.