Terms of Service

This Merchant Agreement (the "Agreement") is entered into between Carl-labs Ltd, a company registered in Rwanda, operating Baag ("Carl-labs", "we", or "us"), and the business or individual creating an account on Baag ("you" or "Merchant"). By registering an account, you confirm that you have read, understood, and agree to be bound by this Agreement. If you are registering on behalf of a business, you represent that you have the authority to bind that business to these terms.

1. Baag

Baag is a platform operated by Carl-labs Ltd that enables sellers to create an online store, list products, receive orders, and collect payments from customers. We also provide supporting services including email and SMS notifications sent on your behalf.

Creating an account on Baag is free, and every account starts on the free Growth plan. Your store is visible and active to customers on every plan, including Growth.

2. Plans & Credit

Baag offers two plans: Growth (free) and Pro. Pro unlocks additional features. Current prices and features are listed on our pricing page.

Pro is paid for with prepaid credit, topped up via mobile money (MTN or Airtel). While you are on a paid plan, your plan's daily rate (its monthly price divided by 30) is deducted from your credit each day. There is no automatic renewal: it is your responsibility to top up before your credit runs out. Credit is not refundable.

You may upgrade, downgrade, or switch between plans at any time from your account. Changes take effect immediately, and your remaining credit is then used at the new plan's daily rate. Switching to a paid plan deducts the current day's rate if it has not already been deducted.

If you move to the Growth plan, daily deductions stop and any remaining credit stays on your account for later use. If your credit runs out while on a paid plan, you are moved to the Growth plan automatically. Features that your new plan does not include stop working, and team members beyond your new plan's limit lose access until you upgrade again; your data is kept.

We may revise plan pricing from time to time. We will give you at least 30 days' written notice before any price change takes effect. We may, at our discretion, grandfather existing subscribers at their current rate for a period we determine.

3. Transaction & Withdrawal Fees

On the Growth plan, a transaction fee of 6%applies to each order processed through Baag. It covers our payment provider's processing charge and Baag's commission.

On the Proplan, Baag takes no commission. Only our payment provider's processing charge applies to each order, currently about 3%.

A withdrawal fee of RWF 300 applies each time you withdraw funds from your Baag wallet. This fee covers payment provider charges for the transfer.

These fees are subject to change if payment provider rates change. We will notify you of any changes with reasonable notice.

4. Wallet & Withdrawals

Payments collected from your customers are held in your Baag wallet. You may request a withdrawal at any time, subject to the withdrawal fee in Section 3. There is no fixed settlement schedule - you are in control of when you withdraw.

Withdrawals are processed through available payment channels. Processing times depend on the payment provider and are outside our control.

5. Your Responsibilities as a Merchant

You agree to:

• • Provide accurate and up-to-date business and product information
• • Fulfil all orders placed by customers through your store in a timely manner
• • Handle customer complaints and disputes professionally
• • Comply with all applicable Rwandan laws, including consumer protection and tax obligations
• • Not use Baag to sell prohibited, counterfeit, illegal, or harmful goods or services

You are solely responsible for your products, the accuracy of your listings, any disputes with your customers, and any taxes owed on your sales. Carl-labs is not a party to transactions between you and your customers.

6. Our Responsibilities

Carl-labs will use reasonable efforts to keep Baag available, secure, and functional. We will provide merchant support via elite@carllabs.cc or elite@baag.cc during business hours.

We do not guarantee uninterrupted availability. Baag may be temporarily unavailable due to scheduled maintenance, third-party provider issues, or circumstances beyond our control. We will communicate planned downtime in advance where possible.

7. Data & Communications

By using Baag, you authorise us to send transactional emails and SMS messages to you and your customers on your behalf. You confirm that you have the lawful basis to send communications to your customer contacts.

You retain ownership of your business data, product content, and customer information. Our Privacy Policy, available at https://baag.cc/privacy, describes how we collect, store, and handle data.

We may use platform data to improve and develop our services, including AI-powered features.

8. Intellectual Property

Carl-labs owns all rights to Baag, including its software, design, infrastructure, and technology. This Agreement grants you a limited, non-exclusive, non-transferable licence to use Baag for your business purposes only.

You may not copy, reverse-engineer, resell, or sublicense any part of Baag. You retain full ownership of your store content, branding, and data.

9. Limitation of Liability

To the maximum extent permitted by Rwandan law, Carl-labs' total liability to you for any claim under this Agreement shall not exceed the total plan fees and commissions you paid to Baag in the three (3) months preceding the claim.

We are not liable for indirect, incidental, or consequential damages, including loss of revenue, loss of customers, or business interruption, even if we were advised of the possibility of such damages.

10. Termination

You may move to the free Growth plan or close your account at any time. Plan changes take effect immediately, as described in Section 2.

Carl-labs may suspend or terminate your account immediately and in good faith if we have reasonable grounds to believe you have: (a) failed to fulfil customer orders; (b) engaged in fraudulent or deceptive conduct; (c) violated any provision of this Agreement; or (d) engaged in activity that poses a risk to customers, Baag, or Carl-labs.

Where possible, we will notify you of the reason for termination. On termination, you may request to export your data within 30 days. After that period, your account data may be permanently deleted.

11. Governing Law

This Agreement is governed by the laws of the Republic of Rwanda. Any disputes that cannot be resolved between the parties informally will be referred to the competent courts of Rwanda.

12. Contact

If you have any questions about these terms, please contact us at: