1. Introduction

Welcome to the Hekana platform (hekana.com). Hekana is an Egyptian e-commerce platform that enables merchants to create and manage their online stores. By using the platform or registering an account on it, you agree to be bound by these terms and conditions. If you do not agree to any of these terms, please do not use the platform.

These terms apply to all users of the platform, including merchants, buyers, and visitors.

2. Description of the Platform

Hekana is an all-in-one e-commerce platform that provides the following services:

Creating a dedicated online store with a subdomain (e.g. store.hekana.com)
Managing products, categories, and inventory
Receiving and processing orders
Integrating electronic payment gateways (Paymob) and cash on delivery (COD)
Integrating shipping companies (Bosta) to deliver orders
Store design and appearance customization tools
Sales analytics and reports
Customer management and loyalty programs

Hekana provides the technical infrastructure only and does not intervene in the commercial relationship between the merchant and the buyer.

3. Account Registration and Its Conditions

To open a merchant account on Hekana, the following conditions must be met:

You must be at least 18 years old.
Provide correct and accurate information upon registration (name, email, Egyptian phone number).
Keep your login credentials (email and password) confidential. You are solely responsible for any activity carried out through your account.
Notify us immediately upon discovering any unauthorized use of your account.
Do not create more than one merchant account with the same information.

We reserve the right to refuse a registration request or suspend any account without stating reasons if we consider it a violation of these terms.

4. Merchant Responsibilities

As a merchant on Hekana, you undertake to do the following:

Provide accurate and complete information about all products (description, price, images, availability status).
Sell only legal products that comply with Egyptian laws.
Comply with Egyptian consumer protection laws.
Respond to customer inquiries and complaints within a reasonable time.
Ship orders within the specified timeframes.
Accept returns in accordance with the return policy stated in your store.
Do not use the platform for any illegal or fraudulent purpose.
Bear full responsibility for the quality of your products and services.

5. Prohibited Products

It is strictly prohibited to display or sell the following products on the platform:

Illegal, stolen, or smuggled products
Weapons, ammunition, and explosives
Drugs, psychoactive substances, and prohibited materials
Counterfeit or fake products, or products that infringe intellectual property rights
Unlicensed medicines and medical preparations
Pornographic or offensive content
Tobacco products and e-cigarettes
Any product that violates Egyptian laws or Islamic law

If prohibited products are discovered, we reserve the right to remove them immediately and suspend the merchant's account without prior notice.

6. Payment Processing and Fees

Hekana supports the following payment methods:

Cash on delivery (COD): The customer pays the merchant upon receiving the order.
Electronic payment via Paymob: Includes bank cards and electronic wallets. Amounts are transferred to the merchant in accordance with Paymob's policies.
InstaPay: Instant bank transfer.

Fees and subscriptions:

Monthly and annual subscription plans with different features are available.
Hekana does not charge any commission on your sales; you pay only the subscription fee (fees may apply for the payment gateway you choose).
All prices are in Egyptian pounds (EGP) and include value-added tax where applicable.
We reserve the right to modify fees with at least 30 days' prior notice.
Subscription fees are non-refundable after the start of the subscription period.

7. Data Use and Privacy

We are committed to protecting our users' data in accordance with our privacy policy. By using the platform, you agree to the collection and use of your data as described in the Privacy Policy.

We collect only the data necessary to operate the service.
We do not sell your personal data to any third party.
We share data with service providers (payment and shipping) to the extent necessary to fulfill orders.
We use SSL/TLS encryption to protect all communications.
You have the right to request the deletion or export of your data at any time.

8. Intellectual Property

All intellectual property rights related to the Hekana platform (logo, design, source code, content) are owned by Hekana.
By publishing your products on the platform, you grant us a non-exclusive license to display your store's content (images, descriptions) on the platform.
You retain ownership of your store's original content.
Copying or reproducing any part of the Hekana platform without prior written permission is prohibited.
If you believe that content on the platform infringes your intellectual property rights, please contact us at [email protected].

9. Disclaimer

Hekana is an intermediary platform and is not a party to the commercial transactions between the merchant and the buyer.
We are not responsible for the quality of products or the accuracy of their descriptions.
We do not guarantee 100% continuity of the service, and scheduled maintenance periods may occur.
We are not responsible for any losses resulting from service interruption or technical failures beyond our control.
The merchant is solely responsible for complying with the applicable tax and commercial laws.

10. Account Suspension and Termination

We reserve the right to suspend or terminate your account in the following cases:

Violation of any of the terms of use.
Selling prohibited products.
Providing misleading or fraudulent information.
Non-payment of subscription fees.
Receiving repeated customer complaints without addressing them.
Any behavior that harms the reputation of the platform or its other users.

You may also cancel your account at any time through the account settings or by contacting us. Upon account cancellation, store data will be deleted within 30 days.

11. Dispute Resolution

In the event of any dispute between the merchant and the buyer, we encourage both parties to communicate directly to resolve the dispute amicably. Hekana may mediate disputes but does not bear responsibility for the outcome.

In the case of disputes with Hekana directly, an amicable resolution is attempted first by contacting the support team. If no resolution is reached, recourse may be made to the Consumer Protection Agency or the competent courts.

12. Governing Law

These terms are governed by and construed in accordance with the laws of the Arab Republic of Egypt. Any disputes arising from these terms are subject to the jurisdiction of the competent Egyptian courts in Cairo.

13. Modification of Terms

We reserve the right to modify these terms at any time. We will notify you of material changes via email or a notice on the platform 30 days before they take effect. Your continued use of the platform after the modification means your acceptance of the new terms.

14. Contact

For any inquiries or complaints regarding these terms, you can contact us via:

Email: [email protected]
Address: Cairo, Arab Republic of Egypt

Terms of Use