Terms of Service
Welcome to HANDORA. These Terms govern your access to and use of the HANDORA marketplace (the "Service"), available at handora.com and via our apps. By creating an account or using the Service, you agree to these Terms.
You must be at least 18 years old to create an account or use the Service. By checking “I agree” and creating an account, you’re providing your electronic signature and agreeing these Terms are as binding as if you’d signed a paper copy.
The operating entity’s registered legal name, address, and governing jurisdiction / dispute-resolution forum still need to be added here.
1. What HANDORA is
HANDORA is a marketplace that connects independent makers ("Creators") with people who want to buy handmade work ("Buyers"). We don’t make or stock anything ourselves. Creators list pieces; Buyers purchase them through HANDORA; we facilitate payments and disbursement.
2. Your account
You need an account to buy or sell. You’re responsible for keeping your login credentials confidential and for everything that happens under your account. You must be at least 18 years old (or the age of majority where you live, if higher).
We may suspend or close accounts that violate these Terms, including any of the prohibited conduct described below. You can close your own account from Account → Sign-in & security, provided you don’t have any of the following open: orders still in progress (placed but not yet delivered or cancelled), an active Stripe payment dispute, or an unresolved refund or cancellation request. We block deletion until those clear so a transaction in progress always has someone accountable on both sides.
3. Buying
When you place an order on HANDORA, you’re entering a purchase contract with the Creator who made the piece. HANDORA processes the payment and holds the funds until the order is delivered, then releases the Creator’s share to their connected Stripe account.
Items, photos, prices, descriptions, materials, and shipping windows shown on HANDORA are provided by Creators. We don’t guarantee accuracy. If a piece arrives different from what was described, see "Refunds" below.
4. Selling
Creators are independent businesses, not employees or agents of HANDORA. By opening a shop you confirm that you have the right to sell every piece you list, that the materials and processes you describe are accurate, and that you’ll comply with applicable laws in your country and your buyers’ countries (including consumer-protection, IP, customs, and tax rules).
See the separate Creator Agreement for the full rules that apply to selling, including payout terms and prohibited listings. Once an order is placed, its price is locked — a Creator can edit a listing’s price for future orders, but never for one a Buyer has already paid for. See Section 6 for what a Creator can do if they made a pricing mistake.
5. Fees
HANDORA’s platform fee is 8% of each sale’s subtotal. The fee is deducted automatically at settlement; Creators receive 92% of subtotal plus 100% of any shipping they charge, minus Stripe’s payment-processing fees (which Stripe withholds from the same charge).
We may change fees in the future. We’ll give Creators at least 30 days’ notice via email and an in-app banner before any change takes effect; the new fees apply only to orders placed after the change.
6. Refunds, returns, and disputes
HANDORA is a marketplace, not the seller of record — each Creator is responsible for their own refunds and returns, funded from their own Stripe balance, not from HANDORA. If an order never ships, never arrives, arrives damaged or defective, or is materially different from its listing, the Creator is responsible for resolving it (replacement, partial refund, or full refund as appropriate) and, for a Creator-fault return, for covering return shipping. See our Refunds & Returns Policy for the full rules. You can open a refund request from your order page.
Beyond that, each Creator’s shop separately states whether it accepts change-of-mind returns (and if so, a 7/14/30-day window) and whether it offers exchanges — shown on the shop page under “Shop policies.” These terms are chosen from a fixed set of options and the wording shown to Buyers is generated by HANDORA, not written by the Creator, so no shop can state a change-of-mind policy that conflicts with its Creator-fault obligations above.
A Creator cannot change the price of an order that’s already been placed. If a Creator made a pricing mistake, their only recourse is to ask the Buyer to agree to cancel the order (via a cancellation request the Buyer can accept or decline) — never to unilaterally raise the price.
The Creator reviews a refund request and either approves a refund (funds returned via Stripe, typically within ~10 business days) or declines with a reason. If you and the Creator can’t resolve the issue between yourselves, you may escalate to HANDORA support. Note that a Creator must wait at least 48 hours after adding tracking before marking an order delivered, as a safeguard against a delivery being claimed before it could plausibly have happened — this doesn’t delay your ability to open a refund request at any point.
HANDORA does not guarantee it will advance funds or refund a Buyer from its own money on a Creator’s behalf, except where required by law, Stripe’s rules, or a written agreement. This doesn’t affect any right you have to dispute a charge with your bank or card issuer.
When you escalate a dispute to HANDORA support, we’ll ask both sides for relevant evidence — photos, tracking information, message history — and aim to reach a decision within 5–10 business days. HANDORA’s decision on an escalated dispute is final as between the Buyer and Creator for purposes of using the Service, but it doesn’t limit your legal rights or your ability to dispute a charge with your card issuer. If you open a chargeback with your bank while a HANDORA refund request on the same order is still open, we pause our own review and let the card network’s process run instead. We take fraudulent or bad-faith refund claims seriously and may warn, suspend, or ban an account that repeatedly files unsupported ones.
7. Consumable, ingestible, and skin-contact products
HANDORA permits the sale of handmade consumable and skin-contact products — including food, candles, soaps, bath products, balms, teas, and similar items — subject to the following conditions:
- Creator responsibility. The Creator who lists and sells a consumable product is solely responsible for its safety, ingredients, labelling, allergen disclosure, and compliance with all applicable laws — including food safety regulations, cosmetics legislation, and any licensing or certification requirements in their country and in the countries they ship to.
- Allergen disclosure. Creators who sell products that contain or may contain common allergens (including but not limited to nuts, soy, dairy, gluten, shellfish, fragrance oils, or bee products) must disclose those allergens in their listing using HANDORA’s allergen field. Failure to disclose known allergens is a violation of this agreement and may result in immediate listing removal and account suspension.
- No medical claims. Creators may not make medical, therapeutic, or health claims about their products unless the product is appropriately licensed and the claim is permitted by applicable law.
- Buyer assumption of risk. Buyers who purchase consumable or skin-contact items do so understanding that handmade products may be produced in home kitchens or studios that handle a wide range of materials. HANDORA strongly recommends that buyers with known allergies or medical conditions consult their doctor before purchasing any consumable handmade product.
- Platform role. HANDORA is a marketplace and does not test, inspect, certify, verify, or endorse any consumable product sold on the platform, and has no duty to verify a Creator’s compliance with food-safety, cosmetics, or labelling law in any jurisdiction — that responsibility sits with the Creator alone, as stated above. HANDORA is not a food business operator, cosmetics manufacturer, or health product regulator and assumes no liability for harm arising from the consumption, application, or use of any product purchased from a Creator.
8. Prohibited conduct and listings
HANDORA is meant to be a safe, clean, and welcoming place for everyone — kids, families, and adults alike. You may not use HANDORA to:
- List items that aren’t handmade, vintage, or craft-supply (no mass-manufactured drop-shipping)
- Sell counterfeit, stolen, illegal, hazardous, or recalled items
- Sell items that infringe someone else’s IP or trademark
- Sell tobacco, vaping, or nicotine products
- Sell weapons, firearms, ammunition, explosives, drugs, regulated medical devices, live animals, or any item that violates the laws of your country or your buyer’s country
- Sell sexual or adult items — sexual accessories, adult toys, BDSM or bondage equipment, fetish-related products, pornographic or sexually explicit material — or any nude or sexually explicit imagery or content (fine-art nudes — figure drawing, life painting, classical-style sculpture, and similar — are exempt; this is about sexual/adult content, not the human form as an artistic subject)
- Engage in, promote, or facilitate sex trafficking or the sexual exploitation of any person
- List or sell anything that endangers, sexualizes, or exploits children
- Bully, harass, threaten, or impersonate other users, or post hateful content directed at a person or group
- Solicit off-platform transactions to avoid platform fees
- Use HANDORA to send spam, malware, or unsolicited promotions
- List or do anything else reasonably harmful to buyers, sellers, or the wider community — this list gives examples, not the full limit of what “prohibited” means
Enforcement. HANDORA may remove a listing that violates this policy immediately and without prior notice — there is no advance warning or chance to appeal before it comes down. The Creator is then notified afterward, by email, explaining what was removed and why; this also counts as one formal warning on the shop. A shop that receives three such warnings is permanently removed from HANDORA and its account is banned, automatically. For the most severe or illegal violations — including sex trafficking and any exploitation of children — HANDORA may suspend or permanently ban an account immediately, without waiting for a third warning, and will report such content to the relevant authorities (including the National Center for Missing & Exploited Children, where applicable) as required by law.
9. Intellectual property
Creators retain ownership of the pieces they make and the photos they upload. By listing on HANDORA, Creators grant HANDORA a non-exclusive, worldwide, royalty-free license to display, reproduce, and promote those listings on the Service (including in search results, category pages, marketing emails, and social media) for as long as the listing is active.
The HANDORA name, logo, marketplace design, and software are owned by HANDORA and protected by IP laws. Don’t copy them, scrape the site, or build derivative marketplaces from our content.
10. Disclaimers and limitation of liability
HANDORA is provided "as is". We don’t guarantee that the Service will be uninterrupted, error-free, or secure against every possible attack. We’re not responsible for the quality, safety, legality, or accuracy of the items Creators list — those are the Creator’s responsibility.
Product safety. HANDORA does not manufacture, test, inspect, or certify any product sold on the marketplace. All items are created and sold by independent Creators. HANDORA expressly disclaims any liability for personal injury, illness, allergic reaction, property damage, or death arising from the purchase, use, consumption, or application of any product sold on the platform. Buyers purchase handmade products — including consumable, ingestible, and skin-contact items — at their own risk.
To the maximum extent allowed by law, HANDORA’s total liability for any claim arising out of or related to the Service is limited to the greater of (a) the fees HANDORA earned from your transactions in the 12 months before the claim, or (b) US$100. This limitation applies to all claims, whether in contract, tort (including negligence), strict liability, or otherwise, including claims related to product defects, allergen reactions, or physical harm.
Nothing in this section limits liability for fraud, gross negligence, or willful misconduct, or for any liability that can’t be limited under applicable law. Where a jurisdiction’s consumer-protection law sets a higher liability floor than the cap above, that floor applies instead of the cap.
11. Termination
You can stop using HANDORA at any time by closing your account from Account → Sign-in & security, subject to the open-order/dispute/refund conditions in Section 2. We may suspend or close an account that violates these Terms or the Creator Agreement, with or without notice.
Past orders, reviews, and the data associated with them stay on HANDORA for record-keeping (we don’t scrub a Creator’s catalog history when they close their shop). You can request data deletion under applicable privacy laws — see the Privacy Policy.
12. Changes to these Terms
We may update these Terms from time to time. If we make a material change (something that affects your rights or obligations), we’ll email you at the address on your account and post a notice in the app at least 14 days before the change takes effect. Continued use after that date means you accept the new Terms.
13. Governing law and disputes
Before filing any claim against HANDORA, you agree to first contact us at legal@myhandora.com and give us 30 days to try to resolve the issue informally. If that doesn’t resolve it, you and HANDORA agree to resolve any dispute through binding, individual arbitration rather than in court, except that either side may bring an individual claim in small-claims court instead. You and HANDORA each waive any right to a jury trial or to participate in a class action. Nothing here overrides consumer-protection rights that can’t be waived under the law of your country of residence.
The specific governing law, arbitration venue, and arbitration administrator still need to be filled in based on the operating entity’s jurisdiction.
14. Contact
Questions? Email support@myhandora.com.