Terms and Conditions

Dokan (dokan.gg) is a marketplace. Independent sellers list and sell their own products; when you buy, your contract of sale is with that seller, not with Dokan. Dokan runs the website, checks sellers before their stores go live, handles orders and steps in when a seller and a customer can't agree. [Legal entity name and registered address to be added.]

By creating an account you agree to these terms and to the Privacy Policy.

• You must be at least 18 and give your real name and an email address you control.
• Keep your password to yourself. You're responsible for what happens in your account; tell us at once if you think someone else has used it. You can sign out of every device from your profile.
• One person, one customer account. Accounts created to get around limits or bans will be closed.
• You can close your account from your profile at any time (see the Privacy Policy for what is kept). We may suspend or close accounts that break these terms, after telling you why unless the law or safety prevents it.

• Prices are in Bangladeshi taka and include VAT. The delivery fee depends on the seller's rates for your area and is shown before you place the order. If a price or fee changes while you're checking out, we'll show you the new total and ask again rather than charge it silently.
• You can pay cash on delivery, or online with bKash, Nagad or card (SSLCommerz). Online payment happens on the provider's page; we don't see your card number. Cash the courier collects is remitted to Dokan, and the seller is paid from that after the return window. For some cash-on-delivery orders (large amounts or new accounts) we first send a code by SMS to the delivery phone; the order goes ahead once it's entered. Unpaid online orders are cancelled after 30 minutes and the stock is released.
• An order is accepted when the seller confirms it. Orders the seller doesn't confirm within 72 hours, or whose phone confirmation isn't completed in time, are cancelled automatically.
• You can cancel an order yourself until the seller starts processing it.
• To keep the marketplace safe, there are limits on how many orders one account or phone number can place in a short time.

Sellers pack and ship their own orders, usually through a courier (Steadfast, Pathao or RedX). Your order page shows its progress and tracking number once it's shipped. Please check the parcel when it arrives.

You can ask to return items from a delivered order within the product's return window (7 days unless the listing says otherwise), from your order page. The seller has 3 days to respond. If they approve, you have 14 days to send the item back; the refund follows once the seller receives it.

The Return Policy and Refund Policy give details for particular kinds of products. Your rights under consumer protection law are not affected by these terms.

If an order doesn't arrive, arrives damaged or isn't as described, and you can't sort it out with the seller, open a dispute from the order page within 30 days of delivery. Both sides can add messages; Dokan reviews them and may refund you, wholly or partly, or close the dispute. We explain our decision to both of you.

Only customers who received a product can review it. Reviews must be honest, about the product and your experience, and free of personal information, abuse, links or advertising. Sellers can reply publicly. You keep ownership of what you write; you let Dokan show it on the marketplace for as long as it's up.

Anyone can report a product or review that breaks the law or these rules. We review reports and may hide reviews or take down listings; sellers can ask us to look again.

• Before your store goes live you must verify your business (identity and, where you have one, trade licence). Your documents are encrypted and reviewed only by Dokan staff.
• You may only sell products you're allowed to sell, described accurately, with honest prices and stock. Counterfeit, stolen, illegal, dangerous or prohibited items aren't allowed; we may take listings down and tell you why, and you can fix the listing and ask for a review.
• You must confirm or decline orders promptly, ship what was ordered, keep tracking up to date, respond to return requests within 3 days and take part in disputes in good faith.
• You may use customers' details only to fulfil, deliver and support their orders: no marketing, no sharing and no keeping them longer than needed. Dokan hides a customer's phone number and street address from you 90 days after their order finishes.
• Dokan charges a commission on each completed sale, currently 10% of the order value [legal and commercial review: confirm the rate and what it's charged on]. Your balance is paid out to your saved bank or mobile wallet account on request, with a minimum of ৳100; payouts are reviewed by Dokan staff before being sent.
• Seller accounts are closed by Dokan's team once open orders, returns, disputes and payouts are settled. We may suspend a store that breaks these rules, puts customers at risk or is under investigation for fraud.

• Don't misuse Dokan: no attempts to break in, overload or scrape it, no automated orders, no fake accounts, reviews or reports, and nothing illegal, abusive or misleading.
• The Dokan name, logo and website belong to Dokan. Product names, photos and descriptions belong to the sellers who provide them, who confirm they have the right to use them.
• If you believe something on Dokan infringes your rights, email support@dokan.gg with details and we'll review it.

Sellers are responsible for the products they sell and for their listings. Dokan is responsible for running the marketplace with reasonable care and skill and for the decisions it makes in disputes. We aren't responsible for losses we couldn't reasonably have foreseen or for events outside our control, such as courier delays, network outages or natural disasters.

Nothing in these terms limits liability that can't be limited by law. [Legal review: liability cap and wording.]

Each version is dated at the top of this page. When we change these terms or the Privacy Policy, we'll ask you to agree to the new version when you next use your account. Changes don't apply to orders placed before them.

These terms are governed by the laws of Bangladesh, and the courts of Dhaka can hear disputes about them. Questions: support@dokan.gg.