Terms and Conditions

eCommerce Website

E-Commerce websites – The legal document essentials

E-Commerce websites – The legal document essentials

An e-Commerce business predominantly involves the use of a website on which products and/or services are sold through. These products might be physical products delivered through couriers or might be digital products delivered by means of email or download link (such as Hello Contract).

In setting up and running an e-Commerce website, you, as the website owner, need to set expectations and binding rules as between yourself and your customers.

These rules are predominantly set up in three separate legal documents which should be viewable on your e-Commerce website and to which each customer needs to agree.

This article will aim to educate you in the function of each document, as well as the important decisions that you need to make and which pertain to your e-Commerce website in order to correctly compile these documents without the help of lawyers.

Head directly to our shop for the three documents you need:

Contents of this blog

e-Commerce website terms of service:

An e-Commerce Website Terms of Service is the main governing document of your website, and sets out the overarching and binding obligations as between the e-Commerce website owner and its customers.

An e-Commerce website terms of service should at the very least have clauses in it which pertain to the following:

Delivery of goods and their timeframe

One of the most essential aspects of an e-Commerce Website Terms of Service is specifying the manner of how goods are delivered to a customer and the timeframe in which you intend to deliver those goods. For example, should you specify that a delivery might take up to 14 working days, and the customer begins to complain that they have not received the goods after day 5, you may refer them to your e-Commerce Website Terms of Service in order to show that you are only obliged and will have the goods delivered within 14 calendar days of the goods being ordered.

This clause is also important in instances when you use external couriers, so that you are able to indemnify yourself against late delivery by an external courier, as you do not have control over the exact date and timeframe in which they might deliver.

This clause is also important from the perspective of determining when risk associated with the goods transfers from you to the customer.  It is ideal to record that upon delivery to the customer, whether the customer is at the premises for delivery or not, the risk associated with the goods and their being stolen or damaged, for example, transfers immediately on delivery to the customer.

Payment methods:

It is important to record exactly what payment methods you allow on your e-Commerce website in order that customers may not try negotiate alternative payment methods which might be risky or simply not accepted by you.  Furthermore, if you accept payment by credit card and the name payment processor is mentioned, it should be recorded that the customer acknowledges that it is subject to the terms and conditions of the payment processor rather than just being subject to your own terms and conditions.

Warranties by a customer:

The customer needs to warrant that any information that they provide to you is accurate and true, that they are not impersonating any other person, not violating any laws in making the purchase, such as a person being over the age of 18 should you operate an e-Commerce website which deals in liquor deliveries, for example.

Unauthorised use of the e-Commerce website:

Users should undertake that they will not post anything to your website which is objectionable or is unlawful, spam the website, make use of unsolicited mass emailing techniques, introduce a virus, worm, Trojan horse or malicious code, redistribute or use your information for commercial purposes and the like.

Limitation of liability:

It is very important that you record that a customer is required to use your e-Commerce website at their own risk.  Further, that you will not be liable for any use or conduct in the connection with their use of the website at all.

It should be recorded that the contents of the website are the subject of your copyright. A copyright is essentially a protection that is afforded to a piece of creative work. This might include pictures, logos, the general look and feel of the website, audio files and the like. Generally, copyrights do not need to be registered and are created automatically.

As such, the images on your website, unless they are from third party manufacturers and suppliers are the subject of copyright protection, and should be recorded as such.

Prohibition on reverse engineering of the website:

One should also record a general prohibition that users cannot take your website and simply reverse engineer it for their own purposes in an attempt to copy your website based on the source code thereof, which comprises your intellectual property.

Breach provisions:

Clear terms, setting out what the procedure should the customer or yourselves not adhere to their respective obligations in terms of the e-Commerce Website Terms of Service should be recorded. These are what are known as breach provisions.

Normally, a breach provision will provide that should either party commit a breach of the agreement, such as the customer not making payment of the goods despite having ordered them, or your failing to deliver the product to the customer, the innocent party will be entitled to place the other party in breach, and require that the other party rectify the breach by either making payment of the goods (in the case of the customer breaching) or delivering the goods (in the case of you failing to deliver the product).  Thereafter, and should the breach continue, the innocent party will either be entitled to cancel the transaction and/or claim damages through a court of law. 

Dispute resolution:

Related to the above, in the event that there is a dispute between yourself and your customer, a procedure to resolve any dispute should be set out. 

Normally, this dispute resolution procedure will involve the parties having to try and attempt to settle the dispute for a certain period of time informally between themselves, and if this fails we would suggest attempting mediation with a qualified mediator for a further period of time, and thereafter, should that fail, either looking at permitting the parties to take it to court, or otherwise, arbitration.

e-Commerce Website Returns Policy

Any e-Commerce Website Returns Policy sets out the circumstances in which goods which are purchased from your e-commerce website may be returned by the customer who purchased them.

An e-Commerce Website Returns Policy should at the very least have the following terms contained in it:

Circumstances in which returns are allowed:

It is very important to record when returns will be permitted. For example, this might include that the incorrect product was delivered to the client, the client no longer wants the product, or that a product which is of the incorrect size or specifications was delivered to the customer.

Timeframe in which returns are permitted:

The timeframe for a return should also be recorded.  This will prevent customers from using the product for a significant period of time prior to their return.  For example, you might impose a 14 day window from the date of purchase in which a customer is required to initiate a return through your website.

Choices upon return:

Once a product has been returned, your website might allow for one or more of the following, which needs to be recorded:

  • a customer has their account credited;
  • the amount be refunded to them; or
  • that a replacement product be delivered to the customer.
How returns are initiated:

It should clearly be recorded what the procedure is to return a product. This might include, for example, that an email is sent to a specific email address or that there is a page on your website with a form devoted specifically to returns.

Furthermore, it should set out the contents of what might need to be included in the return request. For example, this might include the reason for the return, the choice as to what they would like to occur upon the return, such as their account being credited, and the like.

Condition of the product returned:

It is very important to stipulate the circumstances in which you will permit a product to be returned. For example, this might include that the product needs to be undamaged, unused and in original packaging. It goes without saying that products which have been extensively used should not be permitted to be returned to you.

Manner of return:

Should you have the ability to collect the product to be returned from the client, it should be mentioned that the customer has the choice of the product being collected from them or that they may deliver the product to you for the return.

Product inspection:

We suggest that it is very important to include a clause in your e-Commerce website terms of service that permits you to inspect the product which is being returned prior to you validating its return.

Website Privacy Policy

A Website Privacy Policy is required by law in terms of the Protection of Personal Information Act No 4 of 2013.  It sets out what personal information you collect from customers, what you do with that personal information, and who that information is shared with.

A Website Privacy Policy should at the very least set out the following:

What personal information is collected:

In operating and e-Commerce website, generally speaking, you will collect the following personal information from a customer which needs to be recorded in your Website Privacy Policy:

  • name of the customer;
  • email address;
  • physical address for delivery;
  • payment and/or credit card information.

To the extent that you collect any further personal information from a customer in the process of their ordering through your e-Commerce website, please note that this needs to be recorded in the Website Privacy Policy as is required by law.

The reason for collecting personal information:

Your Website Privacy Policy should clearly set out the reason for which the personal information is collected.  For example, this most likely will include the fact that the information has been collected in order that you as the e-Commerce website owner, have enough information in order to accurately and timeously deliver the product to the correct customer.

Further to the above, it also might include the fact that you might in future market to the customer of certain of your other products and/or services. 

All reasons for which you collect personal information need to be clearly recorded in your Website Privacy Policy.

 Sharing of personal information:

It needs to be recorded the categories and types of persons and/or entities to which any personal information is shared with.

For example, and in the circumstances of an e-Commerce website, you would need to share address information with any couriers which will deliver the products. In addition, payment information will be shared with the necessary payment processors of your website.

All the documents you need on our website:

At Hello Contract, we have all of the above documents available on our website so that you can generate these documents entirely on a self-service basis without getting lawyers involved.  All that you need to do is select the appropriate documents that you would like to generate, answer a few questions and our document generation software will automatically compile the e-Commerce Website Terms of Service, e-Commerce Website Returns Policy and Website Privacy Policy for you.

All of these are available at the following links:

  1. e-Commerce website terms of service;
  2. e-Commerce website returns policy; and
  3. website privacy policy.
Business contracts

6 Business Contracts you, and your business, need

6 Business Contracts you, and your business, need

Contracts… Let’s be honest, most entrepreneurs would far prefer to spend time on something different. Contracts always seem to get in the way of getting on with daily business.

However, it really is incredibly important to spend time in advance, on the preparation of contracts. This will allow you to frame the rules of your engagement in your favour, without ambiguity, and will prevent a fall out at a later stage as parties to an agreement have a very clear idea of what is required of them.

Below are 6 very important contracts that all businesses should have in place from the start…

At Hello Contract, we deliver high quality contracts through our automated document platform for a fixed price and at highly reduced costs when compared with ordinary law firms. As contracts are the core of our business, we want our customers to fully understand the risks and obligations arising from them. In this

Table of Contents:

  1. Terms and Conditions
  2. NDA or Non-Disclosure Agreement
  3. Website Privacy Policy
  4. Employment Agreements
  5. Copyright Assignments
  6. Independent Contractor Agreement

1.      Terms and Conditions

No matter what kind of business you run, every entrepreneur will need to pull together a set of Terms and Conditions.

These are your rules, your way of doing business. You determine how you provide your products/services, from quotation all the way to termination, being strict but fair, and providing a clear idea between you and your customers of how you conduct business, what you charge, price increases, delivery times, limitations of liability and the like.

Good Terms and Conditions shorten discussions between you and your potential clients and prevent disputes. If a dispute does arise concerning a subject which is clearly recorded in your Terms and Conditions, the dispute should be stopped dead in its tracks, as the subject and its contents have been recorded and agreed to in black and white.

We offer Website Terms of Services here

2.      NDA or Non-Disclosure Agreement

Before you set out with your epic world changing product / service, you naturally want to be able to talk to your customers, partners or suppliers in confidence, without fear of your confidential information being used by them, without your permission.

The legal instrument to help enforce and protect this is known as a Non-Disclosure Agreement (or NDA for short), and prevents confidential details of your conversation being used or leaked, or from parties being able to approach directly any other persons which have been introduced by the parties to each other in confidence.

We provide a mutal NDA here

3. Website Privacy Policy

Okay, this isn’t exactly a contract, but it is required by law. A Privacy Policy records, among other things, exactly what personal information you collect from users, who you share that personal information with, and what you use it for.

A Privacy Policy need not be signed to be agreed to, but a user needs to have the opportunity to view it and is required to consent to it before you can process their personal information.

Take a look at ours right here

4.   Employment Agreements

Congratulations, you have employed staff! Of course you trust them completely, and hope that nothing will ever go wrong.

This is always the thought process at the beginning of the hire, but setting clear expectations of salary, leave, duties, notice periods and the like is crucially important.

We have a few ready to get you started here:

In the lifespan of your business you will most likely outsource hundreds of tasks to independent parties and freelancers. These might entail for example, software development, blog content, logo creations and the like.

Outsourcing tasks of your business to external people not employed by you has one main unintended consequence, although you pay the outside party for work done, you do not own the work that they create, as these are all owned by the person who authored them, being the external party.

A Copyright Assignment Agreement is the correct legal document to transfer the above ownership to you.

A valid assignment of copyright must be in writing and signed by, or on behalf of, the external party.

Feel free to purchase one here.

6. Independent Contract Agreement

In today’s interconnected world, where freelancers are available from all corners of the globe, bringing together expertise on a vast array of topics has never been easier. In this regard, you will in the lifetime of your company, engage with external services providers that you do not employ. These relationships are normally regulated by an Independent Contractor Agreement.

An independent contractor is different to an employee in that you employ an employee (to state the obvious) and have control over their day to day services, but only engage, an Independent contractor when and if you need them and don’t have much control over their day to day service renderings.

It is important to regulate the relationship between you and your independent contractor by recording obligations, expectations, time for delivery, payment guidelines, intellectual property ownership and the like.

You can purchase our fully automated one here.

About Hello Contract

Hello Contract is SA’s first Legal Document Platform. We provide high quality legal documents and support at highly discounted price. We are here to educate entrepreneurs and business owners on the opportunities of well written contracts. Today is the day to take full advantage of the digital age and Legal Tech.

Website Terms and Conditions

Website Terms and Conditions – Key aspects to consider

Whilst most start-ups try to take a shortcut in compiling their Website Terms of Service by simply copying and pasting some industry leaders terms and conditions which is comparable to their own and placing it on the website, this is fraught with dangers. For example, a peer to peer lending or renting platform of movable equipment might consider themselves comparable to Airbnb and simply copy Airbnb’s terms of service. Apart from the fact that this is copyright infringement, there will be aspects within Airbnb’s terms and conditions which are worlds apart from how you intend to function your business, but are now legally binding on you. For example, cover of up to $100 000 in respect of the breakage or theft of any movables on a property. This would have nothing to do with your own business, but even more worryingly, could be used by a disgruntled consumer to try and justify some arbitrary claim of theirs.

As such, we list below the 5 most important aspects to consider in a Website Terms and Conditions.

The type of website:

It is important to distinguish between whether the site will, for example, simply be for providing information to users, or rather allow users to submit information, content and the like on the website.

Examples of information websites might simply be a website about your company and what it does, whilst sites which allow for users to upload content might be a social media site, directory or the like.

If your website is simply to provide information, you will not be concerned about your terms and conditions recording the kind of content which might be uploaded, the fact that users which upload content need to ensure that they are permitted to upload such content and the like. Social media websites, and other websites which require content which needs to be uploaded require one to consider and record in the terms and conditions what kind of information might be uploaded, any rules pertaining to how users may engage with your site and potentially a community on your site.

Whether you receive payments:

If you receive payments through your website, you should record what payment methods will be acceptable, whether or not you store the card details, and if you do not store the card details, who will be storing the card details on your behalf.

Further to the above, by accepting payments, you should then go on to record in what circumstances, if any, refunds shall be given, as well as any discount coupon policies and the like.

Which law is applicable to your site:

There is a possibility that your users might be accessing your site from all over the world, but you might be headquartered in a single country only. It is often cheaper to record that the law applicable to your website is the one in which you are situated, which will inevitably save you costs should you ever go to litigation. This is on account of the fact that if the litigation is to be held in a foreign country, you would have to appoint foreign lawyers, and potentially incur travel expenses and accommodation.

Dispute Resolution mechanisms:

It is important to consider that if the users ever have a dispute, what will be the process to resolve that dispute. We highly recommend that you simply don’t nominate a dispute to go to a court or arbitration as the first step, but rather record a process in which the parties will attempt to resolve the dispute informally between themselves, and if that dispute is not resolved within a certain period of time the matter is then referred to potential mediation where a mediator will try and find a resolution between the two parties and only thereafter if the dispute is still not resolved one should then go to arbitration or through court proceedings.


To the extent that your company ships goods physically, it is very important to manage expectations in the Website Terms and Conditions and set out the time frame in which goods are to be delivered and in which they might be returned, as well as what consequences would exist should the goods be delivered late, or in a defective state.

Hopefully all of the above will arm you better when setting up your Website Terms and Conditions, and should you want access to our automated Website Terms and Conditions generator, you may do so HERE