Terms & Conditions

By creating an account, accessing, or using the Service you confirm that you have read, understood, and agree to be bound by these Terms and by our Privacy Policy and Cookie Policy. If you are using the Service on behalf of a business, you confirm that you have authority to bind that business, and “you” refers to that business. If you do not agree, you must not use the Service.

Okwi provides software-as-a-service tools that let merchants build a storefront, manage a product catalogue (including product variants, options, categories, and inventory), take and fulfil orders, manage their own customer accounts, send transactional and marketing email, and customise the look of their shop. Each merchant’s shop is a separate tenant; we apply database-level isolation so that one merchant’s data is kept separate from another’s. We may add, change, or remove features, and some features are offered on a limited, beta, or plan-dependent basis as described below.

You must be at least 18 years old and capable of forming a legally binding contract to open an Okwi account. You are responsible for providing accurate registration details, for keeping your login credentials secure, and for all activity that occurs under your account. Merchant and staff sign-in is provided through Firebase Authentication (Google sign-in or email and password); you must notify us promptly at legal@okwi.com if you suspect any unauthorised use of your account.

Team sub-accounts. An account owner may invite team members by email and grant each member a set of per-area permissions (for example access to products, orders, or shop settings) across the owner’s shops. Certain actions — such as deleting a shop the member did not create, or managing other team members and the subscription — remain reserved to the account owner. The account owner is responsible for the members it invites, for the permissions it grants, and for removing members who should no longer have access. The owner remains responsible for all activity carried out under its account by its team members.

As a merchant, you are solely responsible for your storefront, the products and services you offer, your descriptions, images, pricing, your customer communications, order fulfilment, returns and refunds, and all content you upload. You must comply with all laws and regulations that apply to what you sell and where you sell it, including consumer-protection, tax, advertising, product-safety, and distance-selling rules.

Age-restricted, vape and tobacco products.

If you sell age-restricted goods — including, without limitation, vaping and e-cigarette products, tobacco and nicotine products, alcohol, knives, or other regulated items — you are responsible for complying with every legal requirement that applies to those goods. This includes operating a robust age-verification process at checkout so that such products are not sold to anyone below the applicable legal age, and complying with packaging, labelling, advertising, notification, and licensing rules. In the United Kingdom this includes the Tobacco and Vapes Act 2026 (which received Royal Assent on 29 April 2026), including its requirement for online age verification of purchasers of age-restricted vaping and tobacco products. Okwi provides tooling to flag age-restricted items (a per-product 18+ flag and minimum-age setting) and an age-verification gate at checkout, but the legal obligation to verify age and to sell lawfully rests entirely with you, and you must configure and use these tools correctly.

You are the data controller for your shoppers’ personal data and must have your own privacy notice and a lawful basis for processing it. See our Privacy Policy for how Okwi acts as your processor.

You agree that you will not, and will not permit others to:

• use the Service for any unlawful, fraudulent, infringing, or deceptive purpose;
• sell goods or services that are illegal, counterfeit, or prohibited, or that you are not licensed to sell, or sell age-restricted goods without proper age verification;
• upload malware, attempt to gain unauthorised access to the Service or to another tenant’s data, or interfere with platform security, isolation, or availability;
• infringe the intellectual-property or privacy rights of others, or post unlawful, harmful, or abusive content;
• send unsolicited or non-compliant marketing, or email recipients who have not given consent or who have unsubscribed (see clause 8);
• scrape, overload, or reverse-engineer the Service except as permitted by law.

We may suspend or remove content, or suspend a storefront, that we reasonably believe breaches these Terms or exposes Okwi or others to legal risk.

The Service is offered on tiered plans — currently Free, Basic, and Pro. Each plan sets limits and features, such as the number of shops you may operate and whether you may use custom domains and the marketing / mailing-list features. The plans, their limits, and their pricing are described at sign-up and on our pricing page and may change on notice.

Recurring billing is not yet live. Paid subscriptions and automated recurring billing are still being rolled out. Plan prices may currently be shown as £0 while billing is not in operation, and your assigned plan governs the features and limits available to you. When paid subscriptions become available we will give you reasonable notice and will not start charging you for a paid plan without your agreement. Where fees are charged, they will be billed in advance on a recurring basis and, unless required by law, fees already paid are non-refundable.

Payments are currently simulated. Order checkout and payment processing on the platform currently run in a simulated (“demo”) mode controlled by an administrator switch. In this mode no real funds are moved and no live card payment is taken or settled; simulated orders should not be relied upon as real sales revenue. Live payment processing is provided through a pluggable payment provider and is intended to be enabled via Viva Wallet once configured. When live payments are enabled, they will be handled by that third-party payment provider subject to its own terms, and payout timing, eligibility, verification, and reserves may apply.

Okwi does not store full card numbers; card payment details are handled by the payment provider. Okwi is not a bank and does not provide financial advice. You remain responsible for your own tax obligations on your sales.

On eligible plans you may connect your own custom domain to your storefront. We arrange HTTPS certificates for connected domains automatically. You are responsible for owning or having the right to use any domain you connect, for configuring the DNS records we ask you to set, and for keeping your domain registration current.

Okwi sends transactional email (such as order confirmations and account emails) on your behalf, and, on eligible plans, lets you send marketing campaigns from a branded sending domain (for example noreply@<slug>.okwi.com or your own verified domain). If you send marketing email you must only email recipients who have given valid consent, honour all unsubscribe and one-click List-Unsubscribe requests promptly, include required sender and unsubscribe information, and otherwise comply with applicable electronic-marketing and data-protection law. You must not use the Service to send spam. We may rate-limit, suspend, or withdraw sending privileges to protect deliverability and the integrity of the platform.

Okwi and its licensors own all rights in the Service, including its software, design, trademarks, and branding. We grant you a limited, non-exclusive, non-transferable right to use the Service while these Terms are in force. You retain ownership of the content you upload (your logos, product images, copy, and data), and you grant Okwi a worldwide, non-exclusive licence to host, process, reproduce, and display that content as needed to operate and provide the Service. You are responsible for ensuring you have the rights to the content you upload.

The Service is provided on an “as is” and “as available” basis. To the fullest extent permitted by law, Okwi disclaims all warranties, express or implied, including fitness for a particular purpose, merchantability, and non-infringement. We do not warrant that the Service will be uninterrupted, error-free, or secure, and features (including payments and recurring billing) may change, be withdrawn, or remain in beta.

Nothing in these Terms limits liability that cannot be limited by law (such as for death or personal injury caused by negligence, or for fraud). Subject to that, Okwi will not be liable for loss of profits, revenue, goodwill, data, or for any indirect or consequential loss; and our total aggregate liability arising out of or in connection with the Service will not exceed the greater of (a) the fees you paid to Okwi in the twelve months before the event giving rise to the claim, or (b) one hundred pounds (£100).

You may stop using the Service and close your account at any time. We may suspend or terminate your access, or suspend an individual storefront, if you breach these Terms, if required by law, if your continued use poses a risk to the Service or to others, or to protect the platform and its users. Where practicable and lawful we will give you notice. On termination, your right to use the Service ends and we may delete your data in accordance with our Privacy Policy. Provisions that by their nature should survive termination (for example intellectual property, disclaimers, and limitation of liability) will continue to apply.

We may update these Terms from time to time. If we make material changes we will take reasonable steps to notify you, for example by email or an in-product notice. Your continued use of the Service after changes take effect constitutes acceptance of the updated Terms.

These Terms and any dispute arising out of or in connection with them are governed by the laws of England and Wales, and you and Okwi submit to the exclusive jurisdiction of the courts of England and Wales.

Questions about these Terms can be sent to legal@okwi.com.