Joom Terms of Use

1. General Provisions – This Section defines the scope of services and terms of use.

2. Joom’s Role in Transactions with You – Joom is a platform but is not the seller itself. By making an order on the platform, you conclude a purchase agreement with a seller, not with Joom and any rights you may have regarding the purchase of that third-party product are against such seller.

3. Suspension and Termination of the Service – Joom may restrict or terminate user accounts or provisions of services in case of violation of these Terms on specific grounds or in case you misused our services as explained in this Section.

4. Privacy – Your personal data is collected and processed as outlined in Joom’s Privacy Policy.

5. Requirements for the Information You Post or Display – Any user-posted content must be truthful, lawful, and non-offensive.

6. Your Obligations – You must comply with applicable laws, provide accurate information, and refrain from fraudulent or harmful activities.

7. Age Verification – You must be at least 16 years old (with parental consent) or 18 years old to use the platform.

8. Communication – You consent to receiving various communications from Joom via different channels, including emails and notifications, and you may adjust your settings in your account.

9. Joom's Ownership – Joom owns all intellectual property rights related to the Site, and users may not misuse any proprietary content.

10. Consequences of Your Content Submissions – By submitting content, users grant Joom a license to use it without compensation.

11. Moderation of Your Content Submissions – Joom may moderate, restrict, or remove Submissions that violate its policies, the applicable law or these Terms.

12. Linking and Third-Party Content – Joom is not responsible for third-party content or links found on the platform.

13. Copyright Infringement – Joom has a procedure for reporting and handling copyright violations.

14. Recommender System, Ranking, and Search Results – The ranking of search results is determined by an algorithm that considers various factors, including user behaviour and product popularity.

15. Reviews and Product Rating – Product reviews are available on the Site and are displayed as explained in this Section. Users reviews are moderated for authenticity and compliance with Joom’s policies, these terms and the applicable law.

16. Sales, Customs, and Taxes (including VAT) – Prices indicated at the time of the order are final prices and include the applicable VAT. Users may be responsible for taxes and customs duties, and invoices for purchases are available by the sellers.

17. Guarantee – You have legal guarantees for defective products, under the legislation of your place of residence.

18. How to Purchase – Find a guide on products purchasing on the Joom platform and details on how you can cancel you purchase within 2 hours after payment.

19. Refund Terms & Withdrawal Right – You may request refunds for undelivered, defective, or misrepresented products. Joom offers a voluntary quality guarantee independently of your statutory 14-day right of withdrawal. Find information product returns and cases where refund might be refused in this Section.

20. How to Request a Refund? – We provide you with instructions on how you can request refunds through the platform.

21. Warranty Disclaimer and Limitation of Liability – Joom disclaims liability for product misuse and limits its responsibilities as allowed by law.

22. Choice of Law and Jurisdiction; Dispute Resolution and Complaints Procedure – Latvian law applies, but users retain rights under their local consumer laws. The Complaints handling procedure of Joom, is explained thoroughly in this Section.

23. Dispute Notice – You agree to first send a dispute notice to Joom and attempt resolution before taking legal action as explained in detail in this Section.

24. How to Contact Joom – You may find various options of contacting Joom, specifically for customer support, personal data requests, intellectual property claims, and product safety concerns.

1. General Provisions

• “You” is a consumer in the European Union or the United Kingdom (“you”, “your”, “user”), acting in your capacity as a natural person and not as a business entity for commercial purposes, and

• SIA “Joom” is a legal entity with registration number 40103993365 and registered address at 78-1, Gustava Zemgala St, LV-1039, Riga, Latvia (“Joom”, “we”, “us”, “our”).

• The website https://www.joom.com and any other websites owned or operated by Joom or any portions thereof (collectively, the “Website”),

• Our mobile app “Joom” (the “App”, together with the Website and any resources, features, functionality, or services made available through the Website and/or App also referred to as the “Site”),

• Content of Website and/or App, and

• Customer service in relation to the Website and/or App (including refunds).

2. Joom’s Role in Transactions with You

3. Suspension and Termination of the Service

• Abuse of Joom’s refund system. The percentage of returns and/or refunds of orders exceeds the total number of orders made on the Site and/or half of the total amount paid for orders made on the Site.

• Provision of false information to the Joom support team. (for example, photo and video evidence you provide in support of your statements or allegations or to receive a refund for an order are edited in special programs and thus are false) or violation due to verbal or written abuse of any kind (including threats of abuse or retribution) of any Joom employee, officer, partner, or

• Any kind of actions that may pose a risk to your account or other users accounts' security. the use of another user's account, using the same account by different persons to take advantage of rewards or discount systems, attempting to obtain other users' passwords or access their accounts, identity theft or affiliation with any other person, concealing a real IP address etc.

• Customer Violation of sanction laws (for example, one or more international government sanctions lists include your data).

• Any kind of payment-related fraud. This covers, but is not limited to:
1. the use of a stolen credit card for payments on the Site,
2. use of third-party or false data to make a payment or
3. the disputes raised by you exceed half of the total number of payments you made on the Site.
4. initiation of a dispute resolution procedure about a transaction via a PSP and we have legitimate reasons to believe that you violated the law, breached these Terms of Use or misused the Site.

• Cases we removed Illegal Content of yours, as explained under Section 11: “Moderation of Your Content Submissions”, and you continued to repeatedly breach these Terms or the applicable law by frequently submitting or posting of information in the form of a Submission (i.e. published or made available on the Site) that is manifestly illegal content (“Illegal Content”). Illegal Content includes, but is not limited to, any information irrespective of its form relating to Illegal Content, products, services and activities such as illegal hate speech, terrorist content, any kind of discriminatory content, inappropriate images depicting child sexual abuse, the unlawful non-consensual sharing of private images, online stalking, unauthorised use of copyright or otherwise protected material and breach of Section 5: “Requirements for the Information You Post or Display” and Section 6: “Your Obligations” of these Terms. Please refer to Section 11: “Moderation of Your Content Submissions” of these Terms.
• In such a case, your social user profile will be temporarily or permanently suspended, that is, you won’t be able to post new Submission or interact in any way with other users’ Submissions and your Submissions will be concealed from public view

• Frequent submission of manifestly unfounded notices under the notice and action mechanism at Joom or frequent Submission of manifestly unfounded complaints under the internal Complaint handling Procedure of Joom.
• In such a case, Joom will temporarily suspend the processing of your notices and complaints.

• Repeatedly provided false information to the Joom support team, as per above or displayed inappropriate behaviour (verbal or written) to any Joom employee, officer, partner.
• In such a case, your main account will be suspended, which means that you will not be able to make future orders on the Site.

• Access your authorized user account,

• View information about your orders,

• Publish reviews about your orders, make Submissions on the Site and interact with other users’ Submissions,

• Contact the Joom support team (to request in particular: returns, refunds or information regarding past orders)

• Appeal a decision of Joom under the Complaint handling procedure explained in Section 22: “Choice of Law and Jurisdiction; Dispute Resolution and Complaints Procedure” of these Terms

4. Privacy

5. Requirements for the Information You Post or Display

1. Be true, accurate, complete, and lawful,

2. Not be false, misleading, or deceptive,

3. Not contain information that is defamatory, libellous, threatening or harassing, obscene, objectionable, offensive, sexually explicit, or harmful to minors,

4. Not contain information that is discriminatory or promotes discrimination based on race, sex, religion, nationality, disability, sexual orientation, or age,

5. Not violate these Terms and privacy policy.

6. Your Obligations

1. Use the Site in compliance with these Terms and the applicable law. This means that your activities on the Website or in the App shall not contradict the applicable laws and regulations.

2. Notify Joom beforehand if you wish to make orders not as a consumer but for a purpose attributed to your professional capacity or business activity. By default, we consider you to be a natural person and consumer, as the purpose and operation of the Site.

3. Provide a correct and valid address for delivery purposes. We rely on such information, for example, to ensure that tax and duties are correctly calculated and applied. The address you identify as a delivery address shall be the place where you receive the product and where the dispatch of the product ends. By making an order on the Site, you confirm that the address specified by you is full, valid, and correct.

4. Not to defraud any person or entity by using the Site (for example, by using stolen credit/debit cards).

5. Not to misrepresent yourself or your affiliation with any person or entity (for example, by registering on the Site under a different person’s name or using someone else's credentials).

6. Not practice spamming or phishing of any kind and not misuse the communication tools available to you by means of your access to the Site, including spoofing, sending unsolicited commercial or other messages.

7. Not copy, reproduce, exploit or expropriate Content or Site and/or various proprietary components, directories, databases and listings thereof.

8. Not involve any computer viruses, other destructive devices, methods and technologies, including codes and botnets, that have the effect of damaging, interfering with, intercepting, or expropriating any software or hardware system, data, or personal information.

9. Not involve any scheme to undermine the integrity of the data, systems, or networks used by Joom and/or the Site or gain unauthorised access to such data, systems, or networks.

10. Not to access, use or attempt to copy, reproduce, exploit, or expropriate our API unless authorised by Joom for a specific purpose.

7. Age Verification

8. Communication

9. Joom's Ownership

• you shall not access the Site by any means other than through the Site (i.e. the interface Joom provides via the Site).

• you shall not use any part of Joom’s intellectual property or content: your use of the Site or any part of it does not grant you any right, license, or permission of any kind to reproduce or use such Joom’s intellectual property and/or content.

• The Site may include information and materials uploaded by other users of the Site, including bulletin boards and chat rooms which have not been verified or approved by us. Such third-party information do not represent Joom’s views or values.

10. Consequences of Your Content Submissions

• Any feedback, messages or comments,

• Your creative or original concepts or ideas,

• Any content, data, text, photographs, graphics, or other materials, or

• Any confidential, proprietary or other information (a “Submission”),

• Agree not to make any Submission that violates in any way these Terms or includes Inappropriate Content as defined below;

• Automatically grant Joom a worldwide, unlimited, irrevocable, transferable, assignable, sub-licensable license to use the Submission and exercise all copyright, publicity, and other rights with respect to any such Submission for the duration of the copyrights, including any legal extension, for any reason whatsoever; and

• Assume liability for any such use of the Submission via the Site, and indemnify and hold Joom harmless for any third party claims against Joom arising out of such use of the Submission.

• Grant each user of the Site a worldwide, non-exclusive license to access your Submission through the Site, and to use, reproduce, collect, distribute, share, display, and perform such Submission as permitted through the Site and under these Terms, for the duration of the copyrights, including any legal extension, for any reason whatsoever.

11. Moderation of Your Content Submissions

12. Linking and Third-Party Content

13. Copyright Infringement

• An electronic or physical signature of a person authorised to act on behalf of the copyright owner,

• Identification of the copyrighted work that you claim has been infringed,

• Identification of the material that is claimed to be infringing and where it is located on Joom,

• Information reasonably sufficient to allow Joom to contact you, such as your address, telephone number, and e-mail address,

• A statement that you have a good faith belief that the use of the material in the manner complained of is not authorised by the copyright owner, its agent, or law, and

• A statement, made under penalty of perjury, that the above information is accurate, and that you are the copyright owner or are authorised to act on behalf of the owner.

14. Recommender System, Ranking and Search Results

• Name and description of the product contained on the product page (i.e., the algorithm will choose products with the most precise product descriptions corresponding to your request),

• Name of the category within which the product is offered on the Site,

• Different options of the same product (such as size, color, model etc.),

• Country of product’s origin (example: you search for Korean cosmetics, and the largest number of the most relevant products is offered by sellers of Korean origin).

• Brand of the product (i.e. the algorithm will choose products corresponding the most to your search query)

• For new users, the Algorithm primarily takes into account the user's country and the ID of the product to recommend and rank products. Products that are popular among users in the same country will be prioritized and ranked higher than less popular ones.

• For existing users, the Algorithm considers the history of your interaction with the Site such as clicks on product previews, time spent on a product page, saved items, purchases and others. These actions are interpreted as user preferences and used by the Algorithm to provide more relevant recommendations and search results.

• How popular is the product (how many users searched, viewed, and ordered a particular product),

• Number of reviews and product rating (you can find this information on the product page),

• Your country as specified in your settings or previously used delivery address (the most popular products in your region will be considered as more relevant),

• Price (the lower the price for a product corresponding to your request, the more the popularity of this product among users of the Site, while the algorithm is construed in the manner when it chooses the most popular products among those corresponding to your request). One of the additional (supplemental) automatic mechanisms of the Algorithm is the one that ensures a variety of price ranges in recommendations to be presented to you.

• Your history on the Site (your previous views and purchases of products on the Site).

15. Reviews and Product Rating

16. Sales, Custom and Taxes (including VAT)

• G3 Worldwide Hong Kong Limited

• Koninklijke PostNL B.V.

• Bpost Hong Kong Limited

• Bpost N.V.

• China Post Express Logistics Co., Ltd

• Hermes BorderGuru GmbH

• DHL eCommerce Hong Kong Limited

• Compañía Auxiliar al Cargo Express, S.A.

• Sociedad Estatal Correos y Telégrafos, S.A.

• Hecny PAL Limited

• HongKong YunExpress Logistics Limited

• Paket Taşimacilik Sistemleri Ve Tur. Bil. Tic. A.Ş.

17. Guarantee

18. How to Purchase

19. Refund Terms and Withdrawal Right

1. The product has not been delivered within the timeframe agreed for the reasons outside of your fault. For example, if you do not pick up the product delivered to the pick-up point specified in your order, this would not be qualified as non-delivery or as successful exercise of the withdrawal right. The mentioned period may be extended in specific cases - you will be notified in due course about any such extension.

2. Product quality is different from the one that was specified in the relevant product description on the Site and there is no way you can enjoy the product properly. For example, it may be the case if the information provided in its description turns out to be incorrect.

3. You decide to exercise your right for withdrawal (please see below more details).

1. The product is made to your specifications or clearly personalised.

2. The product is liable to deteriorate or expire rapidly.

3. The product is a sealed product which is not suitable for return due to health protection or hygiene reasons and was unsealed after delivery.

4. The product is the product or set of products which are, after delivery, according to their nature, inseparably mixed with other products.

5. The product is an audio or sealed video recording or sealed computer software which were unsealed after delivery.

6. The product is a newspaper, periodical, or magazine with the exception of subscription contracts for the supply of such publications.

1. Your withdrawal request relates to one of the exceptions from the right of withdrawal (as above), or is raised after the 14 days period, or

2. The product in question is not in its original condition (including brand tags, security devices) and has additional signs of use other than what is necessary to establish its nature, characteristics of functionality, and other than a defect or quality issue already existing at the time of purchase, in case of withdrawal, or

3. The product is damaged by abuse or negligence (exposure to chemicals, caustic substances, open flame, high heat, sharp object, etc.), misused or used in activities other than the intended purpose, or

4. You returned a different product that does not match with the received product, or

5. You exhibit unusual and suspicious patterns of returns activity, or

6. You provide false evidence, information or untruthful statements to the Joom support team, or refuse to follow any instructions for provisions of evidence or product return.

20. How to Request a Refund?

• If less than 2 hours have passed since you purchased the product, you can cancel the order and get a full refund. Go to “My Orders”, tap the order you want to cancel, and tap the “Order cancellation” button on the bottom of the order page.

• If the quality of the product you’ve received does not correspond to the information provided in its description on the Joom Site. Go to “My Orders”, tap the order you want to refund and tap “Problem with a product”.

• If the term for the delivery of the product to you has passed as per Joom’s delivery guarantee available under each product page of each product, and your order has not yet been delivered. Go to “My Orders”, tap the order you want to refund and tap “No” on a green pop-up.

• If you decide to exercise your right of withdrawal as per the rules specified in Section 19: “Refund terms and Withdrawal Right”. Go to “My Orders”, tap the order you want to refund and tap “Problem with a product”.

21. Warranty Disclaimer and Limitation of Liability

1. Death or personal injury

2. Joom's gross negligence

3. The statutory warranty of seller for hidden defects and the statutory warranty of conformity of products.

22. Choice of Law and Jurisdiction; Dispute Resolution and Complaints Procedure

• a decision to remove or disable access to information you uploaded or posted on the Site, due to its illegality or incompatibility with these Terms,

• a decision to suspend or terminate the provision of the service or your account due to the illegality of your actions on the site,

• a decision not to take action on a notice submitted in accordance with article 16 of the Digital Services Act.

• any information that may help identify your account, if any, and the decision your appeal relates to,

• any prior communication regarding the illegality of content you posted or behaviour prohibited by these Terms while using our services or the Site,

• the reasoning confirming the legality of the content you posted or uploaded or its conformity with these Terms. Complaint decisions are taken under the supervision of duly qualified personnel and not on the basis of automated means.

23. Dispute Notice

1. A written description of the problem and relevant documents and supporting information.

2. Statement of the specific relief sought.

24. How to Contact Joom

• Contact Joom support team via the Website’s contact form under the Help Centre, or the support chat in the App with any questions or concerns regarding the Site.

• File a notice on the information you consider to be illegal on Joom platform based on the EU Digital Services Act (”DSA”). You can report Illegal Content via the electronic forms available in each product page in our Platform and next to each user post or review. You can find more information on the requirements for reporting Illegal Content in the article “Your rights under the Digital Services Act” in the Help Centre for customers (https://www.joom.com/faq/article/667a66dc5717756ebdecef90).

• Manage your personal data by sending an email at privacy@joom.com.

• Contact ipr@joom.com if you would like to report a copyright infringement.

• Contact product_safety@joom.com if you wish to inform Joom of any safety or compliance related issue linked with a product.