CRINEO INTERNATIONAL LIMITED

Terms and Conditions, Privacy Policy, and Customer Policies

These policies govern use of CRINEO's website, international sourcing, procurement, purchasing coordination, quality-inspection coordination, consolidation, shipping coordination, and related trade-support services.

1. Introduction and Acceptance

These Terms and Conditions ("Terms") govern the relationship between CRINEO INTERNATIONAL LIMITED, a company incorporated under the laws of the Republic of Ghana ("CRINEO", "the Company", "we", "us", or "our"), and any person or business ("Customer", "you") who visits CRINEO's website or requests or uses CRINEO's international sourcing, procurement, purchasing coordination, quality-inspection coordination, consolidation, shipping coordination, or related trade-support services ("Services").

By browsing our website, requesting a quotation, placing an Order, or otherwise engaging our Services, you confirm that you have read, understood, and agree to be bound by these Terms, together with any quotation, invoice, or service agreement issued for your specific transaction. In the event that you do not agree to the terms, please do not proceed with a transaction.

CRINEO works with independent suppliers, manufacturers, wholesalers, freight forwarders, shipping lines, customs agents, banks, and other third-party service providers. Your transaction may involve one or more of these independent third parties, whose own terms may also apply.

2. Definitions

• "Order" means a Customer's confirmed instruction to CRINEO to source, purchase, and/or coordinate shipment of specified goods.
• "Service Fee" means the fee charged by CRINEO for its sourcing, purchasing, or logistics-coordination services, as distinct from the price of the goods themselves.
• "Supplier" means any factory, manufacturer, wholesaler, or vendor from whom goods are sourced on a Customer's behalf.
• "Official Channel" means a contact point, bank account, or communication method published or confirmed in writing by CRINEO under Section 13.
• "Platform" means CRINEO's website and/or any associated e-commerce ordering system used to request quotations or place Orders.

3. Sourcing and Procurement Terms

CRINEO provides coordination and facilitation services in connection with international trade, including product sourcing, supplier identification and verification, commercial negotiation on the Customer's behalf, purchase coordination, cargo consolidation, and shipping coordination. CRINEO acts as an intermediary and coordinator, and except where expressly stated in a specific service agreement, does not manufacture, own, or warrant the goods sourced.

Specifications and customer approval

Before CRINEO places an Order with a Supplier, the Customer must review and approve the final product specifications, quantities, colours, sizes, materials, branding, and (where samples or product images are provided) the sample or image shown. Once approved in writing (including by email or the Platform), these specifications become a binding order, and CRINEO is not responsible for a mismatch between the delivered goods and specifications the Customer did not raise before approval.

Supplier issues and circumstances beyond CRINEO's control

CRINEO will use reasonable efforts to select reliable Suppliers, but is not responsible for a Supplier's insolvency, production delay, non-conformity, or refusal to perform, except that CRINEO will assist the Customer in pursuing an appropriate remedy against the Supplier where possible. Events beyond CRINEO's reasonable control are addressed further in Section 17 (Force Majeure).

Quality Inspection

Before finalising an order, CRINEO may assist the customer with supplier assessment and product verification. The verification may include one or more of the following:

• Communication with the supplier
• Review of available supplier information, including factory or manufacturer details
• Review of product specifications
• Product photographs and/or videos
• Product samples
• Other reasonable verification methods

This process is intended to reduce but does not eliminate sourcing risk. It does not constitute a guarantee of Supplier performance, Supplier conduct, Product quality, Production timelines, or product performance after delivery.

For larger or higher-value orders, Customers are encouraged to request samples or additional inspection before granting final approval.

4. Customer Responsibilities

You are responsible for providing complete and accurate information regarding your Order, including product specifications, quantities, delivery address and destination country, budget, and any special requirements, and for notifying CRINEO of any changes before an Order is confirmed.

You must not provide false, fraudulent, or misleading information, and you are responsible for confirming that the goods you request may lawfully be imported into the destination country, including obtaining any product-specific permits, licences, or certifications required there. Where CRINEO becomes aware of a specific licensing requirement applicable to your Order, we will bring it to your attention, but the responsibility to obtain it remains yours.

You may not represent yourself as CRINEO, or use CRINEO's name, logo, or documents, when dealing with Suppliers or third parties, without our prior written authorisation.

5. Payment Terms

CRINEO charges a Service Fee in addition to the Supplier's price for the goods. The Service Fee applicable to your Order will be fixed and disclosed to you in writing before your Order is confirmed, and confirming your Order constitutes your acceptance of that fee. CRINEO does not apply undisclosed mark-ups beyond the disclosed Service Fee.

CRINEO's standard, published fee schedule (subject to change for future transactions, but not for an Order already confirmed) is as follows:

• Orders of US$1,000 – US$5,000: up to 6%
• Orders of US$5,001 – US$20,000: up to 4%
• Orders of US$20,001 – US$29,999: up to 3.5%
• Orders of US$30,000 and above: up to 3%
• Orders below US$1,000: a fixed fee disclosed and agreed before the Order is confirmed

Sourcing and full payment

CRINEO does not require an upfront payment merely for a Customer to submit an order list or for CRINEO to begin sourcing and preparing a quotation. CRINEO may therefore identify and compare Suppliers, review specifications, and prepare the final quotation before payment is made.

Once the Customer approves the final quotation or invoice, the full approved sourcing amount is payable before CRINEO places any purchase with the Supplier. CRINEO will not purchase the goods until that full sourcing payment has been received and confirmed. This sourcing amount will include the approved cost of the goods, CRINEO's disclosed Service Fee, applicable inland transit charges, and any other charges expressly disclosed and accepted by the Customer at that stage.

International shipping is charged separately because the final shipping fee may not be available when the sourcing quotation is approved. The shipping fee will be provided and added to the Customer's Order once the goods reach the shipping company's warehouse and the actual charge becomes available. The Customer will be informed of that amount before the shipping payment is collected. CRINEO does not operate a standard deposit-and-balance payment arrangement for sourced Orders unless a different arrangement is expressly agreed in writing for a particular transaction.

International payments

CRINEO is not a licensed bank, payment service provider, or foreign exchange dealer. Where an international payment to a Supplier is required, CRINEO will coordinate and instruct the transaction on your behalf, but the transfer and any currency conversion will be carried out by a licensed bank or payment service provider, whose separate terms and charges will be disclosed in advance. CRINEO will disclose the applicable exchange rate and known charges before you are asked to authorise payment; once processed, later exchange-rate movements will not change the amount already paid, unless agreed otherwise in writing.

You must only pay using an Official Channel confirmed in writing by CRINEO for your specific transaction. Customers must not make payments to any person(s), account, wallet, telephone number or payment channel which was not specifically provided and confirmed by CRINEO. The Customer remains responsible for verifying payment instructions before funds are transferred.

Currency and pricing

CRINEO's Service Fees and the underlying cost of internationally sourced products are generally referenced in United States Dollars ("USD") for consistency with international supplier pricing. However, for Customers transacting within Ghana, the price payable, and the currency in which that price is quoted, invoiced, and settled, shall be Ghana Cedis ("GHS"), in accordance with the Foreign Exchange Act, 2006 (Act 723), which reserves the pricing, advertising, and payment for goods and services within Ghana to the Ghana Cedi.

Where the Platform displays an indicative price in USD or another currency for a Customer's convenience, this is for reference only. The GHS amount payable by a Customer in Ghana will be calculated using the prevailing exchange rate at the point the Customer's Order and payment are confirmed, and this amount, together with the applicable exchange rate and any charges described below, will be clearly disclosed to the Customer before payment is taken.

For Customers outside Ghana, CRINEO may display and accept payment in USD or another currency where lawful in the Customer's own jurisdiction and agreed with the Customer's payment provider.

Where the Platform automatically suggests a currency based on the Customer's detected location, the Customer may manually select a different available currency, subject to the Ghana-specific requirement above. A displayed price in a non-default currency is an indicative conversion only and is not binding until confirmed at checkout in accordance with this Section.

The exchange rate applicable to an Order becomes fixed at the point the Order and payment are confirmed and will remain valid for the period stated in the quotation. Where a refund is due under Section 7, it will be calculated using the same exchange rate that applied to the original transaction, unless the parties agree otherwise in writing.

For products sold through CRINEO's Direct Order store flow, the displayed store price is the product price. CRINEO does not add a separate sourcing fee, service fee, handling fee, or inland-transit fee to that displayed store price. International shipping is separate. A shipping amount shown before the goods reach the shipping company's warehouse is based on the product and freight information available at that time. The final international shipping fee is confirmed once the goods reach the warehouse and the actual chargeable weight or volume and current freight rate are available. Where the Customer selects delivery within Ghana, the applicable Ghana delivery fee is also shown and charged separately according to the selected delivery method.

Any currency-conversion charge, bank charge, or payment-processing fee imposed independently by a bank or payment provider is not a CRINEO store-product charge and, where known in advance, will be separately disclosed before payment is taken.

6. Order Confirmation, 12-Hour Change Window and Cancellation

12-hour order-list sealing policy

Sourcing may begin before payment once CRINEO receives the Customer's order list or sourcing request. An Order is confirmed for purchasing once you have approved the relevant final quotation or invoice and paid the full approved amount. Once CRINEO has placed an Order with a Supplier, cancellation is subject to the Supplier's own production, cancellation, or purchasing terms.

Additionally, Custom-made, branded, or made-to-order goods, may not be cancellable once production has started.

If you cancel an approved and paid Order before it has been placed with a Supplier, any amount eligible for refund will be returned in accordance with Section 7, less any costs CRINEO has already reasonably incurred on your behalf (for example, approved sample costs or non-refundable third-party charges already paid out), which will be itemised for you.

Before completing a purchase, the Customer will be required to expressly acknowledge the estimated order-processing and delivery period (Section 8) and the applicable currency and pricing terms (Section 5) for that Order. An Order will not be treated as confirmed unless this acknowledgement has been given together with the full required payment for purchasing.

7. Returns, Refunds and Cancellation Policy

Where a refund is due, for example, because an Order was cancelled before a Supplier began work, or a Supplier failed to deliver, CRINEO will process an approved refund within fourteen (14) business days of approval, using the original payment method where reasonably possible.

An approved refund may be reduced by amounts CRINEO cannot recover from a Supplier or third party (such as banking charges or non-refundable production costs already incurred), and CRINEO will explain any such deduction in writing.

Unavailable or delayed products

If, after an Order is confirmed, a product becomes unavailable from the Supplier, or the Supplier cannot deliver within the agreed timeline, CRINEO will notify the Customer promptly and offer one or more of the following, as applicable: (a) a suitable substitute product for the Customer's approval, (b) a revised delivery timeline, or (c) a refund of the amount paid for the affected item, processed in accordance with this Section.

Custom, branded, and made-to-order products

Because custom-made, personalised, or branded goods generally cannot be resold to another customer, refunds for such goods are only available where the Supplier has not commenced production, where the goods are defective or materially non-conforming with the Customer-approved specification, or as otherwise agreed in writing.

8. Shipping and Delivery Policy

Shipping timelines are estimates only and are not guaranteed, as they depend on carriers, customs authorities, and other circumstances outside CRINEO's control, including customs clearance, port congestion, weather, and government restrictions. CRINEO will keep the Customer reasonably informed of the shipment's progress and of any known delay.

Unless otherwise agreed in writing, the Customer is responsible for destination-country customs duties, taxes, clearance charges, storage, and demurrage. The Customer is responsible for providing accurate delivery information; CRINEO is not responsible for delay or loss caused by inaccurate delivery information provided by the Customer.

Estimated delivery timeline

9. Consolidation

Where a Customer purchases goods from multiple Suppliers, CRINEO may coordinate the consolidation of those goods at a designated warehouse or logistics location before onward shipment. Consolidation may involve receiving, checking, and grouping goods, repacking, coordinating inspections, and preparing a consolidated shipment for export.

Applicable warehouse, handling, repacking, inspection, or storage charges will be disclosed to the Customer before they are incurred. The Customer is responsible for providing accurate shipment information for each item being consolidated and for promptly addressing any issue relating to their goods identified during consolidation.

CRINEO will determine an appropriate consolidation arrangement having regard to the nature, size, weight, destination, and logistics requirements of the Customer's shipment.

10. Website and E-Commerce Compliance

This Section applies to your use of CRINEO's Platform, in addition to the rest of these Terms.

• You must use the Platform only for lawful purposes and must not attempt to interfere with its operation, security, or content, or use automated means to extract data from it without our written permission.
• If you register an account, you are responsible for the accuracy of the information provided and for maintaining the confidentiality of your login credentials, and for all activity that occurs under your account.
• For products marked Direct Order or Add to Cart, the displayed store price and applicable quantity tier govern the product price, subject to any clearly disclosed currency conversion at checkout. Products marked Request Quote remain subject to the supplier, quantity and specification confirmed in the quotation or invoice issued for that sourcing request.
• An Order, approval, or payment instruction given electronically through the Platform, email, or another recognised electronic channel is valid and binding on you, consistent with the Electronic Transactions Act, 2008 (Act 772).
• CRINEO may suspend or terminate a Customer's access to the Platform, and may decline or cancel an Order (with a refund of any amount paid for the cancelled Order, less costs already incurred as described in Section 6), where CRINEO reasonably suspects fraud, misuse, or a breach of these Terms.
• Estimated delivery timelines and applicable currency/pricing terms will be displayed on product pages and must be acknowledged by the Customer at checkout, as described in Sections 5, 6 and 8.

11. Privacy Policy

CRINEO processes personal data in accordance with the Data Protection Act, 2012 (Act 843).

Information we collect

We collect information you provide directly, such as your name, contact details, delivery address, order and product requirements, and payment or remittance details, as well as technical information generated by your use of the Platform (such as browsing activity and cookies, where applicable).

How we use your information

We use your information to provide the Services, including preparing quotations, placing and tracking Orders, coordinating payments and shipping, communicating with you about your Order, and complying with our legal obligations (including under the Anti-Money Laundering Act, 2020, described in Section 14).

How we store and protect your information

We take reasonable technical and organisational measures to keep your information secure, and retain it only for as long as necessary to provide the Services, meet legal or regulatory retention requirements, or resolve disputes.

Sharing your information

We may share necessary information with Suppliers, logistics providers, banks and payment service providers, customs agents, and regulators, only to the extent reasonably necessary to complete your transaction or comply with law. We do not sell your personal data.

Cross-border transfers

Where your information is transferred to a Supplier or partner outside Ghana (including in China), we will only do so where the recipient is subject to an adequate level of data protection, or with your consent, or under a contract requiring the recipient to protect your data to a standard consistent with Ghanaian law, in line with Act 843.

Location and currency detection

To suggest a default currency and improve your experience, the Platform may automatically detect your general location (such as your country) using technical information such as your IP address. This information is used only to tailor currency display and checkout convenience, is handled in accordance with this Privacy Policy, and does not restrict your ability to manually select a different currency, as described in Section 5.

Your rights

You have the right to access, correct, and request deletion of your personal data, and to object to certain processing, and to lodge a complaint with the Data Protection Commission of Ghana. Requests and complaints can be made through an Official Channel.

Cookies

Our Platform may use cookies and similar technologies to keep it secure, remember your preferences, and understand how the Platform is used. You can control or disable cookies through your browser settings; disabling cookies may affect how some features of the Platform function.

12. Fraud, Impersonation and Security

Customers shall only rely on contact details, bank accounts, and representatives published or confirmed by CRINEO through an Official Channel (Section 13). You shall independently verify anyone claiming to represent CRINEO before sharing information or making payment. CRINEO will never authorise a third party to collect your payment through a personal or unofficial account. Report any suspected impersonation, fraudulent invoice, or fake account referencing CRINEO to us immediately.

13. Official Communication Channels

CRINEO's current official website, telephone numbers, email addresses, social media accounts, and bank account details are published on our official website and updated there as and when they change. Always confirm you are using the current details before transacting.

14. Anti-Money Laundering and Customer Verification

Where CRINEO receives, holds, or transmits funds on your behalf, we may be required under the Anti-Money Laundering Act, 2020 (Act 1044) to verify your identity, request supporting documentation for your transaction, and report suspicious transactions to the Financial Intelligence Centre. We will treat any information you provide for this purpose confidentially and use it only for compliance purposes.

15. Intellectual Property

CRINEO's name, logo, brand materials, website content, and documents are protected by applicable intellectual property law and may not be reproduced, copied, or used commercially without our prior written consent. Nothing in these Terms transfers ownership of our intellectual property to you.

16. Disclaimer and Limitation of Liability

CRINEO will perform the Services with reasonable care and skill. However, CRINEO relies on independent Suppliers, carriers, banks, payment providers, customs authorities, and other third parties, and is not responsible for their acts, omissions, delays, or failures, or for events outside our reasonable control (see Section 17).

Nothing in these Terms excludes or limits CRINEO's liability for fraud, wilful misconduct, or gross negligence on our own part, or any other liability that cannot lawfully be excluded or limited under the laws of Ghana. Subject to that, CRINEO's total liability to you in connection with an Order is limited to the Service Fee paid for that Order, except where a specific service agreement states otherwise.

Nothing in this Section affects any statutory rights available to you as a consumer under the Sale of Goods Act, 1962 (Act 137) or other applicable Ghanaian law, which apply in addition to these Terms.

17. Force Majeure

CRINEO is not liable for any failure or delay in performing its obligations where this results from circumstances beyond its reasonable control, including natural disasters, pandemics, war, civil unrest, government action, port or border closures, strikes, or failures of Suppliers, carriers, or financial institutions. CRINEO will notify the Customer of any such event affecting an Order and take reasonable steps to minimise its impact.

18. Complaints and Dispute Resolution

If you have a complaint, please contact us through an Official Channel with your order details and any supporting evidence (invoices, photographs, correspondence, etc.). We will acknowledge and review complaints promptly and aim to resolve them through direct discussion.

If a dispute cannot be resolved by direct discussion within thirty (30) days, either party may refer it to mediation and, if unresolved, to arbitration under the Alternative Dispute Resolution Act, 2010 (Act 798), before an arbitrator agreed by the parties or, failing agreement, appointed by the Ghana Arbitration Centre. Nothing in this clause prevents either party from applying to the courts of Ghana for urgent interim relief.

19. Governing Law and Jurisdiction

These Terms are governed by the laws of the Republic of Ghana. Subject to Section 18, the courts of Ghana shall have jurisdiction over any dispute not resolved by mediation or arbitration.

20. Changes to These Terms

CRINEO may update these Terms from time to time to reflect changes in our Services, technology, or applicable law. The version published on our official website at the time of your Order applies to that Order. Changes will not retrospectively reduce your rights in respect of an Order already confirmed.

21. General

If any provision of these Terms is found invalid or unenforceable under Ghanaian law, the remaining provisions will continue to apply. These Terms should be read together with any quotation, invoice, or service agreement issued for your specific Order; where there is a direct conflict, the specific document will govern to the extent it expressly says so.

Acknowledgement

By confirming an Order with CRINEO INTERNATIONAL LIMITED, the Customer confirms that they have read and agree to these Terms and Conditions, including the 12-hour order-list change window and automatic sealing policy in Section 6.