The Terms & Conditions are set subject to the following Policies Implemented by Digital Superstore Pte Limited

1. Superstore Privacy Policy;
2. Superstore Account Suspension and Termination Policy;

• Superstore Disclaimer Policy;

1. Superstore Data Storage and Privacy Policy;
2. Superstore Dispute Resolution Policy;
3. Superstore Age Verification Policy;

• Superstore Delivery and Redelivery Policy;
• Superstore Payment and Transaction Security Policy;

1. Superstore User Generated Content and Review Policy;
2. Superstore Third Party Data Sharing Policy;
3. Superstore Policy on Sale & Delivery of Tobacco and Alcohol Products;

• Superstore Returns & Refund Policy.

1. SUPERSTORE PRIVACY POLICY

Effective Date:  3rd February 2025

1. Introduction

Welcome to Superstore! Your privacy is important to us. This Privacy Policy explains how we collect, use, disclose, and protect your personal information when you use our website and mobile application (“Superstore App”).

By accessing or using our services, you consent to the collection and processing of your personal data as described in this Privacy Policy.

2.      Information We Collect

We collect the following types of information.

2.1  Personal Information

• Name
• Contact details (phone number, email address, delivery address)
• Payment details (VISA, Mastercard, American Express, MPaisa, MyCash, etc.)
• Account login credentials

2.2  Transactional & Order Information

• Products purchased
• Order history
• Delivery preferences

2.3  Device & Usage Information

• IP address
• Device type and operating system
• App usage data (e.g., pages visited, session duration)

• Location data (if enabled)

2.5  Cookies & Tracking Technologies

• We use cookies and similar technologies to enhance user experience and analyze site usage.

3.      How We Use Your Information

We use your information for the following purposes:

• To process and fulfill your orders
• To communicate with you regarding orders, updates, and promotions
• To enhance and personalize your shopping experience
• To prevent fraudulent transactions and ensure security
• To comply with legal obligations
• To improve our services and app performance

4.      How We Share Your Information

We do not sell, rent, or trade your personal data. However, we may share information with:

• Payment service providers (to process transactions securely)
• Delivery partners (to fulfill orders)
• Third-party service providers (for analytics, security, and app optimization)
• Legal authorities (if required by law or for fraud prevention)

5.      Data Security & Retention

• We implement strict security measures, including 128-bit SSL encryption

and firewalls, to protect your personal data.

• We retain your information only as long as necessary for legal and operational You can request deletion of your data by contacting us.

6.      Your Rights & Choices

You have the following rights regarding your data:

• Access & Correction: Request access to or correction of your personal
• Opt-out: Unsubscribe from marketing emails at any
• Data Deletion: Request deletion of your account and personal
• Restrict Processing: Limit how we use your

To exercise your rights, email us at: support@superstore.com.fj

7.      Third-Party Links & Services

• Our app may contain links to third-party We are not responsible for their privacy practices. Please review their policies before sharing personal data.

8.      Children’s Privacy

We have certain services (Liquor  and Tobacco) which are not intended for individuals under 18 years of age. If we discover any unauthorized data collection from minors, we will delete it immediately.

9.      Changes to This Privacy Policy

We may update this Privacy Policy from time to time. Any changes will be posted on this page, and we will notify you via email or app notifications where required.

10. Contact Us If you have any questions about this Privacy Policy, please contact us at:

Digital Superstore Pte Limited

Dabea Road, Kalabo Industrial Estate, Valelevu

Nasinu, Suva

Fiji

Phone: +679 9997999

Email: support@superstore.com.fj

Thank you for trusting Superstore with your information.

1. SUPERSTORE ACCOUNT SUSPENSION & TERMINATION POLICY

Effective Date: 3rd February 2025

1. Introduction

The Superstore Account Suspension & Termination Policy outlines the conditions under which user accounts may be suspended or permanently terminated due to non-compliance with Fiji’s laws, Superstore’s terms of service, and ethical e-commerce practices. This policy aims to ensure the integrity, security, and lawful operation of the Digital Superstore App while protecting customers from fraudulent or unauthorized activities.

2. Grounds for Account Suspension or Termination

Superstore reserves the right to suspend or terminate an account under the following circumstances:

1. Fraudulent or Unauthorized Transactions

• Any attempt to place fraudulent orders using false identities, stolen credit card details, or manipulated payment methods.
• Use of the platform to bypass legal age restrictions on alcohol or tobacco sales.
• Any misuse of discount codes, referral programs, or promotions intended to exploit system vulnerabilities.

1. Non-Compliance with Age-Restricted Product Policies

• Purchase or attempted purchase of alcohol or tobacco products by an individual under 18 years old.
• Providing false age verification information or using another individual’s ID to make a restricted purchase.

1. Multiple Failed Delivery Attempts & Abusive Behavior

• Repeated failure to accept deliveries without valid reasons, causing operational disruptions.
• Engaging in abusive, threatening, or inappropriate behavior toward Superstore staff, delivery personnel, or customer service representatives.

1. Violation of Data Privacy & Security

• Attempting to access, misuse, or share confidential customer data.
• Engaging in unauthorized access or hacking attempts against Superstore’s systems.

1. Misuse of User-Generated Content & Reviews

• Posting false, defamatory, or misleading reviews about products, sellers, or the platform.
• Engaging in spamming, fake referrals, or coordinated review manipulation.

1. Legal or Regulatory Violations

• Use of the platform for any illegal activities under Fiji’s Liquor Act 2006, Tobacco Control Act 2010, Fijian Competition and Consumer Commission Act 2010, Cybercrime Act 2021, or Data Protection Laws.
• Attempting to purchase prohibited or restricted goods through deceptive means.

3. Suspension Process

Superstore may temporarily suspend an account when a potential violation is detected. The user will receive a written notification via email detailing:

1. The reason for suspension.

1. Any evidence or reports associated with the violation.
2. Instructions on how to appeal or rectify the issue.
3. The timeframe for resolution before the account is permanently terminated.

During the suspension period, the account holder may be restricted from placing new orders, accessing promotions, or modifying account details.

4. Account Termination Process

If a violation is deemed serious, repeated, or intentional, Superstore reserves the right to permanently terminate the account. In such cases:

• The user will receive final written notice via email.
• Any pending orders will be canceled, and eligible refunds will be processed.
• The user will be permanently restricted from re-registering on the platform using the same personal details, phone number, or payment methods.

5. Appeal & Dispute Resolution

Users have the right to appeal a suspension or termination within 7 days of receiving notice. Appeals must be submitted via support@superstore.com with:

1. A written explanation of the issue.

1. Supporting documents (if applicable).
2. A request for review and reinstatement.

Superstore will review appeals within 5 business days and notify the user of the outcome. If the appeal is unsuccessful, the account will remain permanently closed

6. Consequences of Termination

If an account is permanently terminated, the following restrictions apply:

• The user loses access to their Superstore account, including order history and promotions.
• Any outstanding refunds will be processed as per Superstore’s refund policy.
• Attempting to create a new account using falsified details will result in further legal action.

7. Data Retention & Privacy Compliance

• In compliance with Fiji’s Information Act 2018, Superstore will retain user data for up to 12 months following account termination for fraud prevention and legal compliance.
• Users may request deletion of personal data unless it is required for legal or regulatory investigations.

8. Amendments to This Policy

Superstore reserves the right to modify or update this policy as required by law or operational needs. Customers will be notified of any material changes via email or in-app notifications.

9. Contact Information

For inquiries related to account suspension or termination, please contact:

Digital Superstore Pte Limited

Dabea Road, Kalabo Industrial Estate, Valelevu

Nasinu, Suva

Fiji

Phone: +679 9997999

Email: support@superstore.com.fj

📍 In-App Support: Navigate to ‘Contact’ → ‘Communicate with us’

• SUPERSTORE DISCLAIMER POLICY

Effective Date: 3rd February 2025

1. General Liability Disclaimer

Superstore makes every effort to ensure that product descriptions, images, and pricing are accurate. However, variations in packaging and specifications may occur. Superstore is not responsible for typographical errors, pricing mistakes, or unforeseen stock shortages. By purchasing through the app, users agree that Superstore is not liable for any indirect or consequential damages related to product use.

2. Age-Restricted Product Disclaimer (Alcohol & Tobacco)

You must be at least 18 years old to purchase alcohol or tobacco products. By adding these items to your cart, you confirm that you meet the legal age requirement. Age verification will be required at checkout and upon delivery. Superstore reserves the right to cancel any order where age verification fails. Selling alcohol to minors is illegal under Fiji law.

3. Health & Usage Warning Disclaimer (Alcohol & Tobacco)

Excessive alcohol consumption is harmful to health. Smoking causes serious health risks. Please consume responsibly. By purchasing these products, you acknowledge the associated health risks and confirm that Superstore is not liable for any health-related issues arising from product use.

4. Third-Party Delivery Disclaimer

Superstore partners with third-party logistics providers for delivery. While we strive to meet delivery timelines, delays due to weather, traffic, or other unforeseen circumstances may occur. Superstore is not liable for losses incurred due to late or failed deliveries. If an order is not received within the estimated timeframe, please contact our support team within 7 days.

5. Digital Payment & Refund Disclaimer

All payments made via credit/debit card, M-Paisa, MyCash, or online banking are processed securely. In case of failed transactions, refunds will be processed within 5 working days. Superstore is not responsible for banking delays, chargebacks, or payment reversals initiated by the customer’s financial institution. Please verify your payment details before proceeding.

6. Promotional & Price Change Disclaimer

Promotions and discounts are subject to availability and may change without prior notice. Discounted prices apply only during promotional periods and cannot be applied retroactively. Superstore reserves the right to modify pricing at any time. Items placed in the cart do not guarantee price locking until checkout is completed.

7. User-Generated Content & Reviews Disclaimer

Superstore does not endorse or verify user-generated reviews. Customers are responsible for ensuring that reviews comply with community guidelines. Superstore reserves the right to remove content that is misleading, offensive, or in violation of laws. By submitting a review, users grant Superstore a license to use, display, and share their content for promotional purposes.

8. Data Privacy & Security Disclaimer

Superstore values your privacy. All personal data is stored securely and processed in compliance with Fiji’s Information Act 2018. We do not sell or share personal information without consent, except as required for service fulfillment. Customers may request data deletion at any time via account settings.

9. Force Majeure Disclaimer (Acts Beyond Superstore’s Control)

Superstore is not liable for service interruptions caused by factors beyond its control, including but not limited to natural disasters, government restrictions, labor shortages, or cyberattacks. If an order is affected by a force majeure event, customers will be notified and given options for refund or rescheduling.

10. Contact Information

If you have any questions regarding this Disclaimer Policy, please contact us:

• Phone: +679 9997999
• Email: support@superstore.com.fj
• In-App Support: Navigate to ‘Contact’ — ‘Communicate with us’

1. SUPERSTORE DATA STORAGE & PRIVACY POLICY

Effective Date: 3rd February 2025

1. Introduction

Superstore (“we”, “us”, or “our”) is committed to protecting the privacy and security of our customers’ personal data. This Data Storage & Privacy Policy outlines how we collect, use, store, and protect personal information in compliance with Fiji’s Information Act 2018, Cybercrime Act 2021, and Google Play Developer Policies.

By using our app or website, you consent to the data practices described in this policy.

2. Data Collection

We collect personal data to enhance your shopping experience, process orders, and improve our services. The types of information collected include:
✅ Personal Information: Name, email, phone number, date of birth, and delivery address.
✅ Payment Information: Credit/debit card details, Vodafone M-Paisa, Digicel MyCash, and other payment methods.
✅ Transaction Data: Purchase history, order details, and payment status.
✅ Device Information: IP address, device type, browser type, and operating system.
✅ User Preferences: Saved addresses, order preferences, and settings.
✅ Identity Verification Data: Government-issued ID (for alcohol and tobacco purchases).

How We Collect Data:

• When you create an account.
• When you place an order or make a payment.
• When you contact customer service.
• When you provide a review or feedback.
• When you browse our website or app.

3. How We Use Your Data

We use personal data for the following purposes:
🔹 To process orders and manage transactions.
🔹 To verify identity for alcohol/tobacco purchases (18+ verification).
🔹 To provide customer support and respond to inquiries.
🔹 To send order updates and promotional offers (with your consent).
🔹 To improve our services through usage analytics.
🔹 To prevent fraud and enhance security of our platform.

4. Data Retention Policy

We store personal data only for as long as necessary to fulfill our legal and service obligations.
✅ General User Data: Stored for up to 12 months after your last transaction.
✅ Order & Payment Data: Stored for 7 years for tax and audit compliance.
✅ Identity Verification (Alcohol/Tobacco ID Checks): Stored for 30 days, then deleted.
✅ Inactive Accounts: Deleted after 24 months of inactivity.
✅ Marketing Data: Stored until you opt out or request deletion.

📌 Customers may request data deletion at any time.

5. Data Security & Protection

We implement strong security measures to protect customer data from unauthorized access, loss, or misuse.

Security Measures Include:
✅ 256-bit Transport Layer Security (TLS) encryption for all transactions.
✅ Secure Payment Processing with PCI DSS-compliant gateways.
✅ Two-Factor Authentication (2FA) for account login.
✅ Regular security audits and vulnerability assessments.
✅ Access restrictions – only authorized employees can access sensitive data.

🔹 What Happens in Case of a Data Breach?

• If a data breach occurs, Superstore will notify affected users within 72 hours.
• Users will receive instructions on securing their accounts.
• Superstore will report breaches to Fiji’s Cybercrime Authorities.

6. Third-Party Data Sharing

Superstore does not sell, rent, or lease personal data to third parties.
We only share data with trusted service providers when necessary:

🔹 Payment Processors – Banks, M-Paisa, Digicel MyCash.
🔹 Delivery Partners – Logistics companies for order fulfillment.
🔹 Fraud Prevention Services – To detect suspicious activity.

.

7. User Rights & Data Control

📌 Your Rights Under Fiji’s Information Act 2018:
✅ Access Your Data: Request a copy of your stored data.
✅ Correct Your Data: Update incorrect or outdated information.
✅ Delete Your Data: Request permanent deletion of your account.
✅ Opt-Out of Marketing: Stop receiving promotional messages.

🔹 How to Exercise Your Rights?

• Email support@superstore.com.fj
• Call +679 9997999

Data deletion requests are processed within 5 working days.

8. Cookies & Tracking

We use cookies and tracking technologies to improve user experience.

📌 You can manage cookie preferences in your browser settings.

9. Updates to This Policy

We may update this policy from time to time. Users will be notified of any material changes via email or app notification at least 7 days before the changes take effect.

10. Contact Information
    Digital Superstore Pte Limited

Dabea Road, Kalabo Industrial Estate, Valelevu

Nasinu, Suva

Fiji

Phone: +679 9997999

Email: support@superstore.com.fj

1. SUPERSTORE DISPUTE RESOLUTION POLICY

1. Scope of Dispute Resolution Policy

This policy applies to disputes arising from:

1.  Product issues (e.g., incorrect, damaged, or defective items).

• Billing discrepancies, payment failures, or refund disputes.

1. Order cancellations, failed deliveries, or service complaints.
2. Unauthorized transactions or account misuse.
3. Any other complaints related to the use of Superstore’s services.

If you have a dispute regarding any of the above, we encourage you to follow the resolution steps outlined below.

1. Step 1: Contact Superstore Customer Service

Before escalating a dispute, customers must first contact Superstore’s Customer Service Team at:

  Email: support@superstore.com.fj 

  Phone: +679 9997999

  In-App Support: Navigate to ‘Contact’ → ‘Report an Issue’ Resolution

Timeline:

• Customers must report disputes within 7 days of receiving their order.
• Superstore will acknowledge complaints within 2 business days and aim to resolve them within 5 business days.

1. Step 2: Internal Review & Investigation

   If the dispute is not resolved at Step 1, Superstore will conduct an internal review:

1. Product & Order Issues: Review order history, delivery records, and product images.
2. Billing & Payment Disputes: Cross-check transaction details with payment processors.

• Fraudulent Transactions: Conduct an account security audit.

Superstore may request additional documentation (e.g., photos of damaged goods, payment receipts) to process complaints efficiently.

Outcome:

• If the claim is valid, Superstore will issue a refund, replacement, or credit.
• If the claim is invalid, the customer will receive a written explanation.

1. Step 3: Mediation (If Unresolved)

If the issue remains unresolved after internal review, customers may request Mediation under Fiji’s Employment Relations Act 2007

  Mediation is a voluntary process where an independent mediator helps both parties reach an agreement.

  Superstore will participate in mediation with an accredited mediator appointed by:

1. The Consumer Council of Fiji (For consumer-related disputes)
2. Fiji Mediation Centre (For contractual disputes)

Resolution Timeline:

1. Mediation must be requested within 30 days of receiving Superstore’s final decision.
2. Mediation should be concluded within 60 days, unless extended by mutual agreement.

  Mediation Request:

  Email: support@superstore.com.fj

  Phone: +679 9997999

1. Step 4: Legal Action (If Mediation Fails)

If mediation does not resolve the dispute, either party may:

1. File a complaint with the Consumer Council of Fiji (for consumer-related issues).
2. Seek arbitration through the Fijian Competition & Consumer Commission.
3. Pursue legal action in the courts of Fiji (as a last resort).

  Superstore encourages customers to use mediation first before taking legal action.

1. Fraudulent & Unauthorized Transactions

If a customer reports fraudulent or unauthorized use of their Superstore account, Superstore will:

1. Immediately freeze the account for investigation.
2. Work with banks/payment providers to verify the transaction.

• Provide a refund if fraud is confirmed.

1. Implement additional security measures (e.g., two-factor authentication).
2. Fraudulent dispute claims will be investigated and may result in account suspension.

1. Governing Law

This Dispute Resolution Policy is governed by the laws of Fiji, including:

1. Fijian Competition and Consumer Commission Act of 2010
2. Employment Relations Act 2007

• Consumer Credit Act 1999

1. Cybercrime Act 2021

Customers retain their rights under Fiji’s consumer protection laws

1. SUPERSTORE AGE VERIFICATION POLICY

Effective Date: 3rd February 2025

1. Introduction

Superstore is committed to ensuring that the sale and delivery of age-restricted products, including alcohol and tobacco, comply with Fiji’s Liquor Act 2006, Tobacco Control Act 2010, and consumer protection laws. This Age Verification Policy establishes the procedures for verifying customer age to prevent the sale of restricted items to minors and to comply with legal and regulatory requirements.

2. Legal Requirements

Under Fiji’s Liquor Act 2006 and Tobacco Control Act 2010:

• The sale and supply of alcohol and tobacco products to persons under 18 years old is strictly prohibited.
• Businesses selling alcohol and tobacco must implement robust age verification mechanisms.
• Failure to comply with age verification laws may result in legal penalties, fines, or license revocation.

3. Age Verification at Account Registration

To create an account on Superstore and purchase age-restricted products, customers must:

• Confirm their date of birth during registration.
• Acknowledge they are 18 years or older before proceeding to checkout for alcohol or tobacco purchases.
• Agree to the Terms & Conditions, which include compliance with age restriction laws.

4. Age Verification at Delivery

Delivery personnel must verify the age of the recipient at the time of delivery. The following procedures apply:

• The recipient must present the government-issued ID to the driver from which the details was placed during checkout.
• If the recipient is unable to provide a valid ID, delivery will be refused, and the order will be returned to Superstore.
• If the recipient appears underage or intoxicated, delivery will be denied.
• A digital signature will be required to confirm successful age-verified delivery.

6. Delivery Restrictions for Age-Restricted Products

• Alcohol and tobacco deliveries are only permitted during legal hours (8am-12am).
• Deliveries may not be made to:
  ❌ Schools, colleges, or universities
  ❌ Religious institutions
  ❌ Public playgrounds or sports facilities
  ❌ Any other legally restricted areas

7. Consequences of Age Verification Failure

If a customer fails age verification at any stage:

• The order will be canceled, and a refund may be denied for fraudulent purchases.
• Repeated failures may result in account suspension or termination.
• If an underage individual attempts to purchase age-restricted products using false ID, Superstore reserves the right to report the incident to regulatory authorities.

8. Fraud Prevention & Compliance Measures

• Superstore uses AI-based ID verification tools to detect fake or manipulated identification documents.
• Suspicious transactions will be flagged for manual review, and repeat offenders may face permanent account suspension.
• Superstore conducts routine compliance audits to ensure adherence to Fiji’s age-restricted product laws.

9. Data Privacy & Security

• All age verification data is handled in compliance with Fiji’s Information Act 2018 and Google Play Data Protection Policies.
• ID documents uploaded for verification will be stored securely and deleted within 30 days after successful verification.
• Customers can request deletion of their ID verification records unless required for legal compliance.

10. Policy Updates

Superstore reserves the right to modify or update this policy to reflect changes in law or regulatory requirements. Customers will be notified of any major changes via email or app notifications

11. Contact Information

For questions or concerns regarding age verification, contact:
📧 Email: support@superstore.com.fj
📞 Phone: +679 9997999
📍 In-App Support: Navigate to ‘Contact’ → ‘Communicate with us’

• SUPERSTORE DELIVERY AND RE-DELIVERY POLICY

Effective Date: 3rd February 2025

1. Introduction

Superstore is committed to ensuring timely, secure, and legally compliant deliveries to all customers. This Delivery & Redelivery Policy outlines the procedures, terms, and conditions governing the delivery, redelivery, and refusal of orders, including special provisions for age-restricted products such as alcohol and tobacco.

2. Delivery Eligibility & Service Areas

• Superstore only delivers to physical addresses within its designated service areas in Fiji.
• Orders may be restricted or declined if the provided address is:
  ❌ Outside of Superstore’s delivery coverage.
  ❌ A P.O. Box or non-physical address.
  ❌ A location prohibited under Fiji’s liquor and tobacco laws (e.g., schools, places of worship, or public institutions).

Customers will be notified at checkout if their address is ineligible for delivery.

3. Delivery Timelines

• Standard delivery operates 7 days a week, subject to service area availability.
• Customers will receive an estimated delivery window at checkout. While Superstore makes every effort to deliver within this timeframe, delays may occur due to:
  ✅ Traffic conditions, weather disruptions, or operational issues.
  ✅ High order volumes during peak hours.
  ✅ Regulatory restrictions on age-restricted product deliveries.
• If a delay occurs, customers will be notified and provided with an updated delivery timeframe.

4. Delivery Procedure

• Customers must be available to accept the order at the specified delivery address.
• Upon arrival, the delivery agent will verify the recipient’s identity using the order details.
• If the order contains age-restricted products (alcohol/tobacco), the recipient must:
  ✅ Present a valid government-issued ID matching the order details.
  ✅ Be at least 18 years old or above.
  ✅ Sign a digital delivery confirmation receipt.

If the recipient fails age verification or refuses to provide valid ID, the order will not be delivered, and redelivery fees may apply.

5. Redelivery Policy

Redelivery will be required in the following cases

1. Customer Unavailability: If the customer or authorized representative is not available at the time of delivery.
2. Failure to Provide Required Identification: If an ID check is required but not completed (for alcohol or tobacco orders).

• Refusal to Accept Delivery: If the recipient refuses delivery without a valid reason (e.g., change of mind).

1. Redelivery Fees

• First redelivery attempt: Free of charge.
• Subsequent redelivery attempts: A redelivery fee may range from FJD $3.00-$10.00 (Subject to circumstances and it may fluctuate due to reason such as traffic, location or any other) will apply.
• If the customer fails to accept the order after two redelivery attempts, the order will be canceled without refund (except in cases of proven delivery errors).

6. Order Refusal & Returns at Delivery

Customers may refuse an order at delivery only for the following reasons:
✅ The order contains damaged, defective, or incorrect products.
✅ The wrong items were delivered compared to the order confirmation.
✅ The order was not fulfilled as per Superstore’s terms.

If a valid issue is identified, the customer will have the option to:

• Receive a replacement at no additional cost.
• Request a refund, subject to Superstore’s refund policy.

❌ Orders cannot be refused or returned based on a change of mind.

7. Special Conditions for Alcohol & Tobacco Deliveries

• Alcohol and tobacco deliveries must be made only to individuals aged 18 or older.
• The delivery agent will check the recipient’s ID before handing over the order.
• Delivery personnel reserve the right to refuse delivery if:
  ❌ The recipient appears intoxicated.
  ❌ The recipient fails to provide valid identification.
  ❌ The delivery location is restricted under the Liquor Act 2006.
• If an alcohol or tobacco order is refused at delivery due to non-compliance, a redelivery fee will apply, or the order may be canceled without a refund.

8. Refunds for Failed Deliveries

• If a delivery failure occurs due to Superstore’s fault (e.g., delivery to the wrong address, system error), customers will receive:
  ✅ A full refund or
  ✅ A free redelivery at the earliest available time.
• If a delivery failure occurs due to the customer’s fault (e.g., incorrect address provided, failure to provide ID, unavailability), the order may not be refunded, and redelivery fees may apply.

9. Customer Responsibilities

Customers must:
✅ Provide accurate and complete address details at checkout.
✅ Ensure someone is available to receive the order during the scheduled timeframe.
✅ Have valid proof of age ready for alcohol and tobacco deliveries.
✅ Notify Superstore at least 2 hours before delivery if a change is required.

Failure to meet these responsibilities may result in redelivery fees or order cancellation without refund.

10. Policy Updates

Superstore reserves the right to modify or update this policy in accordance with changes in regulations, delivery operations, or business practices. Customers will be notified of any major changes via email or app notifications.

11. Contact Information

For delivery inquiries or redelivery requests, contact:
📧 Email: support@superstore.com.fj
📞 Phone: +679 9997999
📍 In-App Support: Navigate to ‘Contact’ → ‘Communicate with us’

• SUPERSTORE PAYMENT & TRANSACTION SECURITY POLICY

Effective Date: 3rd February 2025

1. Introduction

• Superstore is committed to ensuring secure, transparent, and legally compliant payment processing for all transactions made through its platform.
• This Payment & Transaction Security Policy outlines the accepted payment methods, fraud prevention measures, refund processing, and customer rights under Fiji’s Financial Transactions Reporting Act 2004, the Reserve Bank of Fiji (RBF) Regulations, and Google Play Developer Policies.

2. Accepted Payment Methods
   • Superstore accepts the following payment methods: Credit/Debit Cards (VISA, Mastercard, American Express) Mobile Wallets (Vodafone M-Paisa, Digicel MyCash) Online Banking Transfers Cash on Delivery (COD) (Available for selected orders) Superstore Store Credit or Gift Cards Customers will be informed at checkout if a payment method is not available for specific transactions.

3. Secure Payment Processing & Fraud Prevention
   • Superstore employs advanced encryption and fraud prevention technologies to protect customer transactions:
     • 256-bit TLS Encryption for all online payments. PCI DSS-compliant payment gateways for card transactions.
     • Two-Factor Authentication (2FA) may apply for high-value orders. Al-based fraud detection tools to identify suspicious transactions. If a potentially fraudulent transaction is detected:
       • The transaction may be temporarily held for verification.
       • Superstore may contact the customer to confirm the transaction.
       • Orders flagged as fraudulent may be cancelled, and funds refunded to the original payment method.

Customers are responsible for securing their login credentials and must report unauthorized transactions immediately.

4. Refunds for Failed Transactions

Customers will receive a full refund if a payment is processed but the order is:

• Not completed due to system error
• Out of stock or unavailable after checkout
• Cancelled due to merchant error

Refund Processing Times:

1. Credit/Debit Cards – 5 to 7 business days.
2. Mobile Wallets (M-Paisa, MyCash) – Up to 5 business days.
3. Bank Transfers – Up to 7 business days.

Refunds will be processed back to the original payment method, unless the customer requests store credit.

5. Chargebacks & Dispute Resolution

If a customer disputes a charge with their bank or mobile wallet provider, Superstore will:

• Investigate the transaction within 7 days.
• Provide supporting documents if the transaction was valid.
• Issue a refund if the dispute is legitimate.

Fraudulent chargeback claims may result in account suspension or legal action.

6. Policy Updates

Superstore reserves the right to modify or update this policy as required by banking laws and security regulations. Customers will be notified of significant changes via email or app notifications.

7. Contact Information

For payment or transaction inquiries, contact:

Email: support@superstore.com 

Phone: +679 9997999

In-App Support: Navigate to ‘Contact’ → ‘Communicate with us’

1. SUPERSTORE USER GENERATED CONTENT AND REVIEW POLICY

Effective Date:  3rd February 2025

1. Introduction

• Superstore encourages customers to share their feedback, reviews, and experiences to help improve the platform and assist other buyers in making informed decisions.
• This User-Generated Content & Review Policy outlines the rules for posting, moderating, and using customer-submitted content, ensuring fairness, authenticity, and compliance with Fiji’s Fijian Competition and Consumer Commission Act of 2010, Cybercrime Act 2021, and Google Play Developer Policies.

2. Scope & Applicability

• This policy applies to all user-generated content (UGC) posted on Superstore’s platform, including but not limited to:  
  • Product reviews and ratings
  • Customer comments and feedback
  • Images or videos of purchased products
  • Questions and answers related to products

By submitting content on Superstore, users agree to abide by the terms and conditions outlined in this policy.

3. Guidelines for Posting Reviews & Comments

Customers must ensure that their reviews, ratings, and comments:

• Are honest, genuine, and based on personal experience
• Do not contain false, misleading, or deceptive claims.
• Do not include offensive, defamatory, or discriminatory language.
• Are relevant to the product or service being reviewed.
• Do not include unauthorized personal or sensitive information.

Superstore reserves the right to remove or moderate any content that violates these guidelines.

4. Prohibited Content

• Fake or Incentivized Reviews – Reviews must not be paid for, scripted, or artificially generated.
• Offensive or Inappropriate Language – Hate speech, threats, or harassment will not be tolerated.
• Competitor Manipulation – Reviews intended to unfairly boost or damage a competitor’s reputation are prohibited.
• Spam & Self-Promotion – Content containing advertisements, promotional links, or irrelevant information will be removed.

Users who repeatedly violate these rules may have their accounts suspended or permanently banned.

5. Moderation & Review Removal Policy

Superstore reserves the right to moderate and remove content that:

• Violates Fiji’s consumer protection or cybercrime laws.
• Contains inaccurate or misleading product information.
• Attempts to manipulate ratings through coordinated reviews.

If a review is removed, the customer will receive a notification with the reason for removal.

6. Reporting Fraudulent or Inappropriate Reviews

Users can report suspicious or inappropriate reviews by:

Emailing at support@superstore.com.fj 

            Using the “Contact” option in the app

            Calling customer support at +679 9997999

Superstore will investigate all reports within 3 business days and take appropriate action.

7. Ownership & Use of User-Generated Content

By submitting content, users grant Superstore a non-exclusive, worldwide, royaltyfree license to:

• Display reviews and ratings on product pages.
• Use content for marketing or promotional purposes.
• Share user-generated content across Superstore’s social media and advertising platforms.

Superstore will not edit customer reviews for content unless they violate this policy.

8. Appeals for Review Removal

If a user’s review is removed and they disagree with the decision, they may submit an appeal by:

  Emailing support@superstore.com

  Submitting an appeal via the app’s customer support section

Appeals will be reviewed within 5 business days.

9. Policy Updates

Superstore reserves the right to update this policy in response to changes in laws, platform standards, or security requirements. Customers will be notified of major changes via:

1. Email notifications
2. App notifications

10. Contact Information

For questions about this policy, contact:

  Email: support@superstore.com.fj  

  Phone: +679 9997999

  In-App Support: Navigate to ‘Contact’ → ‘Communicate with us’

1. SUPERSTORE THIRD-PARTY DATA SHARING POLICY

Effective Date: 3rd February 2025

1. Introduction

Superstore prioritizes customer data privacy and does not sell personal information to third parties. This Third-Party Data Sharing Policy explains how, why, and under what circumstances customer data may be shared with trusted service providers.

2. Categories of Third-Party Data Recipients Customer data is only shared with:

• Payment Processors – Banks, M-Paisa, MyCash for secure transactions.  Delivery & Logistics Partners – To facilitate order fulfillment.
• Fraud Prevention & Security Services – To detect suspicious activities.
• Regulatory Authorities – If required by law (e.g., tax audits, legal investigations). Superstore does not share personal data with advertisers, third-party marketing companies, or external sales platforms.

3. Customer Consent & Opt-Out Options

Customers may control their data-sharing preferences via:

• Account Settings → Privacy Preferences
• Opting out of marketing communications
• Requesting data deletion under Fiji’s Information Act 2018

Superstore will not share any customer data without explicit opt-in consent, except for legal obligations.

5. Data Protection & Security Measures

Superstore ensures third-party partners comply with strict data security standards, including:

• 256-bit encryption for data transmission.
• Restricted access controls for sensitive information.
• Regular security audits to prevent data breaches.

Superstore will not share customer payment details with any third party, except authorized financial institutions.

6. Legal Compliance & Government Requests

Superstore may disclose customer data only when legally required, including:

1. Court orders or legal subpoenas.
2. Fiji Revenue and Customs Service (FRCS) for tax compliance.
3. Cybercrime investigations under the Cybercrime Act 2021.

If legally permitted, Superstore will notify the customer before disclosing data.

7. Policy Updates

This policy may be updated or modified to reflect changes in privacy laws, security protocols, or business operations.

8. Contact Information

For data-sharing inquiries or opt-out requests:

  Email: support@superstore.com.fj

  Phone: +679 9997999

  In-App Support: Navigate to ‘Contact’ → ‘Communicate with us’

1. SUPERSTORE POLICY ON SALE AND DELIVERY OF TOBACCO & ALCOHOL PRODUCTS

Please find below Review on Regulatory Framework pertaining to sale and delivery of tobacco and alcohol to ensure Digital Superstore App complies with all legal requirements.:

1. Sale and Delivery of Alcohol

Fiji regulates the sale and delivery of alcohol under the following laws:

1. Liquor Act 2006

• Licensing Requirements: Any business selling alcohol must obtain a liquor license. The type of license depends on the nature of the business (e.g., retail, wholesale, or online sales).
• Age Restrictions: It is illegal to sell or supply alcohol to individuals under the age of 18. The app must implement age verification mechanisms to ensure compliance.
• Delivery Restrictions: Alcohol deliveries must comply with the conditions of the liquor license. For example, deliveries may be restricted during certain hours in accordance with the terms and condition stimulated with the liquor license applicable to Superstore and any other legislation in relation to the sale of Liquor that may be applicable from time to time.
• Advertising Restrictions: Alcohol advertising is regulated to prevent targeting minors or promoting excessive consumption. The app must ensure that its marketing materials comply with these restrictions.

1. Liquor Regulations 2008
   • These regulations impose additional restrictions on alcohol sales, including:
     • Prohibiting sales to intoxicated persons.
     • Restricting alcohol sales near schools, places of worship, and other designated areas.
     • Limiting promotional activities that encourage excessive drinking.

1. Online Sales Compliance
   • The app must ensure that alcohol sales are only made to individuals who can provide valid proof of age (e.g., government-issued ID).
   • Delivery personnel must verify the age of the recipient at the point of delivery.

2. Sale and Delivery of Tobacco

The sale and delivery of tobacco products in Fiji are regulated under the following laws:

1. Tobacco Control Act 2010
   • Licensing Requirements: Businesses selling tobacco products must obtain a tobacco retail license.
   • Age Restrictions: It is illegal to sell or supply tobacco products to individuals under the age of 18. The app must implement robust age verification processes.
   • Packaging and Labeling: Tobacco products must comply with Fiji’s strict packaging and labeling requirements, including health warnings and plain packaging rules.
   • Advertising Restrictions: Tobacco advertising, promotion, and sponsorship are heavily restricted. The app must ensure that its marketing practices do not violate these restrictions.
2. Tobacco Control Regulation 2012
   • These regulations provide additional guidelines for tobacco sales, including:
     • Prohibiting the sale of single cigarettes or small packets (minimum pack size requirements apply).
     • Restricting the display of tobacco products at points of sale (e.g., no visible tobacco products in retail outlets).

1. Online Sales Compliance
   • The app must ensure that tobacco sales are only made to individuals who can provide valid proof of age.
   • Delivery personnel must verify the age of the recipient at the point of delivery.

3. General Legal Requirements for E-Commerce Platforms

In addition to the specific laws for alcohol and tobacco, the app must comply with Fiji’s general e-commerce and consumer protection laws:

1. Consumer Protection Laws

• The app must ensure transparency in pricing, product descriptions, and terms of sale.
• Customers must be provided with clear information about their rights, including return and refund policies.

1. Data Protection and Privacy

• The app must comply with Fiji’s information act, ensuring that customer data (e.g., age verification information) is collected, stored, and processed securely. Payment Processing
• The app must comply with Fiji’s financial regulations, including anti-money laundering (AML) and counter-terrorism financing (CTF) requirements.

Digital Superstore App Policy for the Sale and Delivery of Tobacco and Alcohol Products

1. Purpose

This policy establishes the rules and procedures for the sale and delivery of tobacco and alcohol products on the Digital Superstore App. It ensures compliance with Fiji’s legal framework, promotes responsible consumption, and safeguards the health and safety of customers and the community.

2. Legal Compliance

The sale and delivery of tobacco and alcohol products on the Digital Superstore App will strictly adhere to the following laws and regulations in Fiji:

1. Liquor Act 2006 and Liquor Regulations 2008: Govern the sale, supply, and delivery of alcohol.
2. Tobacco Control Act 2010 and Tobacco Control Regulations 2012: Regulate the sale, supply, and delivery of tobacco products.
3. Consumer Protection Laws: Ensure transparency, fairness, and accountability in all transactions.
4. Information Protection and Privacy Laws: Protect customer information collected during the ordering and delivery process.
5. WHO Framework Convention on Tobacco Control

3. Licensing Requirements
   1. Alcohol Sales:

The Digital Superstore App holds a valid liquor license issued under the Liquor Act 2006.

The type of license (e.g., retail, wholesale, or online sales) aligns with the nature of the business operations.

1. Tobacco Sales:

The app holds a valid tobacco retail license issued under the Tobacco Control Act 2010.

• Display of Licenses:

Copies of the liquor and tobacco licenses will be displayed on the app’s website and made available to regulatory authorities upon request.

4. Age Restrictions
   1. Minimum Age Requirement

The sale of alcohol and tobacco products is strictly prohibited to individuals under the age of 18, as per the Liquor Act 2006 and Tobacco Control Act 2010.

1. Age Verification Process:

• 1. • At the Point of Sale:

• Customers must upload a scanned copy of a valid government issued ID (e.g., passport, driver’s license, or Fijian voter ID) during the online checkout process.
• The app will use third-party age verification services to crosscheck customer details against official databases.

• 1. • At the Point of Delivery:

• Delivery personnel will verify the recipient’s age by checking a valid ID before handing over alcohol or tobacco products.
• Delivery will be refused if the recipient cannot provide proof of age or appears underage.

5. Product Restrictions
   1. Alcohol:

• 1. • Only products that comply with Fiji’s labeling and packaging requirements under the Liquor Act 2006 will be sold.
     • Sales will adhere to the conditions of the liquor license, including restrictions on delivery hours and prohibited areas.

1. Tobacco:

• Only products that comply with Fiji’s plain packaging and health warning requirements under the Tobacco Control Regulation 2012 will be sold.
• The sale of single cigarettes or small packets is strictly prohibited, as per the Tobacco Control Regulations 2012.

6. Delivery Restrictions

Alcohol:

• Deliveries may be restricted during certain hours in accordance with the terms and condition stimulated with the liquor license applicable to Superstore and any other legislation in relation to the sale of Liquor that may be applicable from time to time.
• Deliveries will not be made to restricted areas, such as schools, places of worship, or dry zones designated under local bylaws.

Tobacco:

Deliveries will not be made to individuals under the age of 18 or to restricted areas (e.g., schools or universities) in accordance with the Superstore Policy on Sale and Delivery of Tobacco and Alcohol Products.

7. Marketing and Advertising

Alcohol:

• 1. • Advertising will comply with the Liquor Regulations 2006.
     • Marketing materials will not target minors or promote excessive consumption.
     • No misleading claims about the health benefits of alcohol will be made.

Tobacco:

• Advertising, promotion, and sponsorship of tobacco products are strictly prohibited under the Tobacco Control Act 2010.
• Product listings will not include promotional content or images that violate Fiji’s tobacco control laws.
  8. Customer Responsibilities

Customers purchasing alcohol or tobacco products must:

• 1. • Provide accurate and truthful information during the ordering process. o Ensure that the recipient of the delivery is of legal age and can provide valid proof of age.
     • Acknowledge that the Digital Superstore App reserves the right to refuse sales or deliveries that violate this policy or Fiji’s laws.

9. Staff Responsibilities

All staff involved in the sale and delivery of alcohol and tobacco products will:

• 1. • Undergo training on Fiji’s legal requirements and this policy.
     • Verify the age of customers and recipients at the point of sale and delivery.
     • Refuse sales or deliveries that violate this policy or Fiji’s laws.
     • Report any suspicious activity (e.g., attempts to purchase by minors) to the app’s management.

10. Data Privacy and Security

• Age Verification Data:

• 1. • Customer data collected for age verification will be handled in compliance with Fiji’s data protection laws.

Personal information will not be shared with third parties without the customer’s consent, except as required by law.

• Payment Information:

• 1. • Secure payment gateways will be used to protect customers’ financial information            and      comply           with             anti-money     laundering     (AML) regulations.

11. Record-Keeping

The Digital Superstore App will maintain detailed records of all alcohol and tobacco sales, including:

• 1. • Customer information (e.g., name, address, age verification details).
     • Product details (e.g., type, quantity, price).
     • Delivery information (e.g., date, time, recipient details).

These records will be retained for a minimum of 12 months and made available for inspection by regulatory authorities upon request.

12. Non-Compliance

Any violation of this policy or Fiji’s laws will result in immediate corrective action, including:

• 1. • Suspension or termination of the customer’s account.
     • Refusal of sales or deliveries.
     • Reporting of violations to the relevant authorities (e.g., FRCS, Ministry of Health).

13. Policy Review

• This policy will be reviewed annually or as needed to ensure compliance with changes in Fiji’s laws and regulations.
• Updates to the policy will be communicated to customers and staff through the app’s website and internal channels.

14. Contact Information

For questions or concerns regarding this policy, please contact:

Digital Superstore App Customer Service

Email: support@superstore.com.fj

Phone: +679 9997999

Address:        Dabea Road, Kalabo Industrial Estate, Valelevu

Nasinu, Suva

Fiji

• SUPERSTORE RETURNS & REFUND POLICY

Effective Date: 3rd February 2025

1. Introduction

Superstore is committed to ensuring a hassle-free shopping experience by providing customers with a fair and transparent Returns & Refund Policy. This policy outlines the conditions under which customers may return products, request refunds, and the process for resolving disputes related to order discrepancies, product defects, and delivery issues.

2. General Return & Refund Guidelines

• Returns and refunds are only applicable for items that meet the criteria outlined in this policy.
• Customers must initiate a return or refund request within [X] days of receiving the order.
• Returns and refunds are subject to inspection and approval by Superstore.
• Perishable items (e.g., alcohol, tobacco, fresh food) have specific conditions for returns and refunds (see Section 4).
•  

3. Eligible Reasons for Returns & Refunds

Customers may request a return or refund under the following circumstances:

✅ Damaged or Defective Items

• If the product is damaged, defective, or expired at the time of delivery, the customer is eligible for a free replacement or full refund.
• Proof of damage (e.g., clear photos) must be submitted via email or in-app support.

✅ Incorrect or Missing Items

• If the wrong product was delivered or an item is missing from the order, Superstore will:
  • Resend the correct product at no extra cost or
  • Issue a refund for the missing item.

✅ Order Not Delivered

• If an order was never received, and Superstore confirms a failed delivery due to its own error, the customer may request:
  • A full refund or
  • A redelivery at no additional cost.

✅ Order Cancellations Before Processing

• Orders may be canceled without penalty if the cancellation request is made before Superstore begins processing the order.
• Once an order has been packed or assigned for delivery, cancellation is no longer possible.

❌ Non-Eligible Reasons for Returns & Refunds

• Change of mind or buyer’s remorse after an order has been delivered.
• Items that have been opened, used, or tampered with after delivery (except for defective products).
• Alcohol and tobacco orders that are refused at delivery due to failure of age verification.
• Failed deliveries due to an incorrect address provided by the customer.

4. Returns & Refunds for Specific Products

1. Perishable Items (Alcohol, Tobacco, Fresh Food)

• Returns are only allowed at the time of delivery if the product is:
  • Damaged, expired, or defective.
  • Incorrectly delivered (wrong product).
• Customers must inspect perishable items at the time of delivery and notify the delivery agent immediately if there is an issue.
• Refunds or replacements will not be granted once delivery is accepted.

1. Non-Perishable Items

• Returns for non-perishable products (e.g., household goods, electronics, dry groceries) are accepted within 7 days of delivery, provided that:
  • The product is unused and in its original packaging.
  • The request is accompanied by a valid receipt or order confirmation.
• Customers may opt for a replacement, store credit, or a refund based on product availability.

1. Digital & Promotional Items

• Digital items, gift cards, and promotional products are non-refundable.
• Products purchased as part of a bundle or promotional discount must be returned as a complete set for a refund to apply.

5. Refund Processing & Payment Methods

• Refunds will be processed using the original payment method used for the purchase.
• Processing times:
  ✅ Credit/Debit Card payments: 5-7 business days.
  ✅ Vodafone M-Paisa / Digicel MyCash payments: Up to 5 business days.
  ✅ Cash on Delivery (COD) refunds: Issued as store credit or direct bank transfer.
• If a refund cannot be processed through the original method, an alternative refund method (e.g., store credit) will be offered.

6. Return Procedure

To initiate a return or refund, customers must:
a. Submit a request via email or in-app support within the applicable return period.
b. Provide proof of issue, including order details, photos of the product (if applicable), and a brief explanation.
c. Await confirmation from Superstore’s support team, who will review the request and approve/reject it within 2 business days.
d. If approved, customers will be given instructions on how to return the product (if required).

7. Special Conditions for Alcohol & Tobacco Refunds

• Refunds for alcohol or tobacco will not be granted if:
  ❌ The recipient fails age verification and delivery is denied.
  ❌ The recipient is intoxicated or unfit to receive the order.
  ❌ The order was accepted at delivery, and later claims were made.

Refunds will only be processed if Superstore delivers the wrong product or a damaged or expired item.

8. Dispute Resolution

If a customer disagrees with a refund decision, they may escalate the dispute by:

• Submitting a written appeal within 7 days of the refund denial.
• Providing any additional evidence (e.g., photos, delivery confirmations).
• If unresolved, the dispute may be referred to Fiji’s Consumer Council or Mediation Centre.

9. Fraud Prevention & Abuse of Refund Policy

Superstore reserves the right to deny refunds or returns in cases of:
🚫 Repeated refund claims with no valid reason.
🚫 Attempts to return used, altered, or tampered products.
🚫 Fraudulent chargeback claims on valid transactions.
🚫 Reselling or misuse of refunded items.

If a customer abuses the refund policy, their account may be flagged, suspended, or permanently terminated.

10. Policy Updates

Superstore reserves the right to modify or update this policy as needed. Any major changes will be communicated to customers via email or app notifications.

Contact Information

For refund or return requests, contact:
📧 Email: support@superstore.com.fj
📞 Phone: +679 9997999
📍 In-App Support: Navigate to “Contact”’ → ‘Communicate with us’