Policies

1. Information We Collect

We may collect:

Account Information

• Full name.
• Mobile number.
• Email address.
• Password and account credentials.
• Date of birth, gender, and profile information where voluntarily provided.

Order and Transaction Information

• Products viewed, purchased, returned, or reviewed.
• Order history and invoices.
• Delivery and billing addresses.
• Payment status and transaction references.
• Refund, cancellation, and dispute records.

LYVO does not normally store complete bank card details. Payments may be processed by authorized third-party payment providers under their own security and privacy requirements.

Device and Technical Information

• IP address.
• Device type and identifiers.
• Operating system and application version.
• Browser type.
• Language and time zone.
• Login activity, crash reports, and performance data.
• Cookies and similar technologies.

Location Information

With your permission, we may collect precise or approximate location information to facilitate delivery, display relevant products, prevent fraud, and improve our services.

Communications

We may record and retain communications with customer support, Sellers, delivery partners, and other representatives, including calls, emails, chats, complaints, photos, and submitted documents.

2. How We Use Information

We may process personal data to:

• Create and manage user accounts.
• Process orders, payments, deliveries, returns, and refunds.
• Connect customers with Sellers and delivery partners.
• Verify identity and contact information.
• Provide customer support.
• Detect and prevent fraud, abuse, and security incidents.
• Enforce LYVO’s policies and legal rights.
• Personalize content, offers, and recommendations.
• Improve Platform performance and user experience.
• Conduct analytics and business reporting.
• Send operational messages and order updates.
• Send marketing communications where permitted.
• Comply with legal, regulatory, tax, and accounting obligations.

We will use personal data only for legitimate, specific, and disclosed purposes and in accordance with applicable law.

3. Legal Grounds for Processing

Depending on the circumstances, we process information based on:

• Your consent.
• Performance of a contract or requested service.
• Compliance with legal obligations.
• Protection of LYVO, customers, Sellers, or other parties.
• LYVO’s legitimate business interests, where permitted.
• Establishment, exercise, or defence of legal claims.

You may withdraw consent where processing depends on consent. Withdrawal does not affect processing lawfully completed before withdrawal.

4. Sharing of Information

We may share necessary information with:

• Sellers fulfilling your orders.
• Delivery and logistics providers.
• Payment processors, banks, and financial institutions.
• Cloud hosting, analytics, communication, and technology providers.
• Customer-support providers.
• Professional advisers, auditors, and insurers.
• Government authorities, courts, or regulators where legally required.
• A purchaser, investor, or successor in connection with a merger, acquisition, financing, restructuring, or sale of business assets.

Sellers receive only the information reasonably necessary to process and deliver orders, provide warranties, or handle approved support requests.

We do not sell personal data in exchange for money.

5. Marketing Communications

Where permitted, LYVO may send promotional messages by email, SMS, telephone, push notification, or another electronic channel.

You may unsubscribe through:

• The unsubscribe option included in the message.
• Notification settings in your account.
• Contacting LYVO customer support.

You may continue receiving essential messages relating to orders, payments, security, and account administration.

6. Cookies and Similar Technologies

LYVO may use cookies, software development kits, pixels, and similar technologies to:

• Keep users signed in.
• Remember preferences.
• Measure Platform performance.
• Understand how features are used.
• Detect fraud and security threats.
• Deliver relevant advertising, where permitted.

Disabling certain technologies may affect Platform functionality.

7. Data Retention

We retain personal data only for as long as reasonably necessary to:

• Provide the requested services.
• Maintain transaction and accounting records.
• Resolve complaints and disputes.
• Detect fraud and policy abuse.
• Enforce agreements.
• Satisfy legal and regulatory requirements.

Information may be deleted, anonymized, or securely archived when it is no longer required.

8. Data Security

LYVO applies reasonable administrative, organizational, and technical safeguards designed to protect personal data against unauthorized access, loss, misuse, alteration, or disclosure.

However, no electronic system or internet transmission is completely secure. Users are responsible for protecting their passwords, devices, and account access.

You must immediately notify LYVO if you suspect unauthorized use of your account.

9. International Data Transfers

Some service providers may process or store information outside Egypt. Where this occurs, LYVO will apply legally required safeguards and comply with applicable restrictions concerning cross-border data transfers.

10. Your Rights

Subject to applicable law, you may have the right to:

• Know whether LYVO processes your personal data.
• Access or receive a copy of your data.
• Correct inaccurate or incomplete information.
• Withdraw consent.
• Object to or restrict certain processing.
• Request deletion of eligible information.
• Submit a complaint concerning data processing.

Some requests may be restricted where retaining or processing information is required by law, necessary to complete a transaction, prevent fraud, protect legal rights, or resolve a dispute.

LYVO may verify your identity before processing a request.

11. Children’s Privacy

LYVO is not intended for children who cannot legally enter into binding transactions without the involvement of a parent or legal guardian.

Where a minor uses LYVO, the parent or guardian is responsible for supervising such use and providing any legally required consent.

12. Third-Party Services

The Platform may contain links to third-party websites, payment services, or applications. LYVO is not responsible for the privacy practices, security, or content of independent third parties.

Users should review the applicable third party’s privacy policy before providing information.

13. Changes to This Policy

LYVO may update this Privacy Policy to reflect legal, technical, or operational changes. The updated version will be published on the Platform with a revised effective date.

Where legally required, we will provide additional notice or request renewed consent.

1. Introduction

Welcome to LYVO.

These Terms & Conditions govern your access to and use of the LYVO website, mobile application, services, and marketplace.

By accessing LYVO, creating an account, placing an order, selling products, or using any LYVO service, you confirm that you have read, understood, and agreed to these Terms & Conditions.

If you do not agree with these Terms & Conditions, you should not use the LYVO platform.

LYVO reserves the right to update or amend these Terms & Conditions from time to time.

Continued use of the platform after an update constitutes acceptance of the revised Terms & Conditions.

2. About LYVO

LYVO operates as an e-commerce marketplace connecting customers with products and, where applicable, independent third-party sellers.

Certain products may be sold directly by LYVO, while others may be supplied and sold by third-party merchants.

The identity of the seller may be displayed on the relevant product page or order information.

3. Eligibility

To use LYVO, users must be legally capable of entering into binding agreements.

Users under the legal age required to enter into contracts may only use LYVO under the supervision and responsibility of a parent or legal guardian.

By using LYVO, you confirm that the information you provide is accurate, complete, and current.

4. User Accounts

Users may be required to create an account to access certain services.

Customers are responsible for:

Maintaining the confidentiality of login information.

Protecting passwords and verification codes.

Providing accurate account information.

Immediately notifying LYVO of unauthorized use of their account.

Users are responsible for activities performed through their accounts unless such activity results from a security failure directly attributable to LYVO.

LYVO may suspend or terminate an account where fraud, abuse, unauthorized activity, or violation of these Terms is suspected.

5. Product Information

LYVO and its sellers aim to provide accurate product descriptions, images, specifications, prices, availability, and other information.

However:

Product images may be illustrative.

Actual colors may vary depending on screen settings.

Packaging may change without notice.

Minor differences may exist between images and delivered products.

Product descriptions may contain unintended errors.

Where a material error is identified before shipment, LYVO may contact the customer, correct the order, or cancel it and refund any amount paid.

6. Prices

Prices displayed on LYVO are shown in the applicable currency and may include or exclude certain fees depending on the order.

LYVO reserves the right to change prices at any time before an order is confirmed.

Promotions, discounts, coupons, and promotional codes may be subject to additional terms.

Pricing errors do not create an obligation on LYVO or the seller to complete a transaction at an obviously incorrect price.

7. Orders

Placing an order does not automatically constitute final acceptance by LYVO or the seller.

An order may be subject to:

Product availability.

Payment authorization.

Fraud screening.

Address verification.

Seller confirmation.

Delivery availability.

Other operational checks.

LYVO may reject or cancel an order where reasonably necessary.

If payment has already been collected for a cancelled order, the eligible amount will be refunded according to LYVO's refund procedures.

8. Order Cancellation

Customers may cancel an order before shipment where the cancellation option is available.

Once an order has been shipped or entered the delivery process, cancellation may no longer be possible.

In such cases, the customer may need to follow the applicable Return & Refund Policy.

LYVO may cancel orders due to:

Product unavailability.

Pricing errors.

Payment failure.

Suspected fraud.

Incorrect customer information.

Delivery restrictions.

Seller inability to fulfill the order.

Technical or operational issues.

9. Payment

LYVO may accept various payment methods including:

Credit cards.

Debit cards.

Electronic wallets.

Cash on Delivery.

Bank transfer.

LYVO Wallet.

Other approved payment methods.

Payment availability may vary depending on the order, location, seller, or service.

Customers are responsible for ensuring that they are authorized to use the selected payment method.

10. Cash on Delivery

Cash on Delivery may be available for eligible orders.

LYVO reserves the right to:

Limit Cash on Delivery availability.

Set maximum order values.

Require order confirmation.

Restrict Cash on Delivery for customers with repeated rejected deliveries or cancelled orders.

11. Shipping and Delivery

Estimated delivery dates are estimates only and may be affected by:

Customer location.

Courier operations.

Seller processing times.

Public holidays.

Weather.

Government restrictions.

Force majeure events.

Other circumstances beyond reasonable control.

Customers must provide a complete and accurate delivery address and reachable contact number.

LYVO is not responsible for delays caused by inaccurate information provided by the customer.

12. Failed Delivery

A delivery may be considered unsuccessful if:

The customer cannot be reached.

The customer refuses to receive the order without valid reason.

The address is incorrect or incomplete.

The customer repeatedly reschedules the delivery.

Payment is not available for a Cash on Delivery order.

LYVO may charge additional shipping fees or restrict certain payment or delivery methods in cases of repeated failed deliveries.

13. Inspection Upon Delivery

Customers are encouraged to inspect the external condition of the shipment when possible.

If there is visible damage, incorrect packaging, or a serious issue, the customer should notify LYVO as soon as reasonably possible.

Certain products may require technical inspection after delivery before a defect can be confirmed.

14. Returns and Refunds

Returns, replacements, and refunds are governed by LYVO's separate Refund & Return Policy, which forms part of these Terms & Conditions.

Customers must comply with the applicable eligibility requirements, time limits, product condition requirements, and inspection procedures.

15. Third-Party Sellers

LYVO may allow independent sellers to offer products through the platform.

Third-party sellers are responsible for:

Product accuracy.

Product quality.

Authenticity.

Inventory availability.

Compliance with applicable laws.

Appropriate packaging.

Honoring applicable warranty obligations.

LYVO may intervene in disputes between customers and sellers and may take actions against sellers who violate platform rules.

16. Authenticity and Counterfeit Products

LYVO does not permit the sale of counterfeit, illegal, stolen, or unauthorized products.

Sellers must ensure that all products listed on LYVO are genuine and lawfully obtained.

LYVO may:

Remove listings.

Suspend seller accounts.

Withhold payments where permitted.

Request proof of authenticity.

Cooperate with relevant authorities where legally required.

17. Product Warranty

Warranty conditions vary depending on the product, manufacturer, seller, and applicable law.

Where a product includes a manufacturer or seller warranty, the warranty terms may be displayed with the product or provided with the item.

Warranty coverage may not apply to damage resulting from:

Misuse.

Accidents.

Unauthorized repairs.

Improper installation.

Liquid damage.

Physical damage.

Normal wear and tear.

Failure to follow manufacturer instructions.

18. Electronics and Serial Numbers

For smartphones, computers, appliances, and other electronic products, LYVO and sellers may record:

Serial numbers.

IMEI numbers.

Model numbers.

Other unique identifiers.

These identifiers may be used for return verification, warranty claims, fraud prevention, and dispute resolution.

19. Promotions and Discount Codes

Promotional offers may:

Be valid for a limited period.

Apply only to selected products.

Require a minimum order value.

Be limited to one use per customer.

Exclude certain sellers or categories.

Have maximum discount limits.

LYVO reserves the right to cancel or amend promotions where necessary.

Promotional codes may not be exchanged for cash unless explicitly stated otherwise.

20. LYVO Wallet and Store Credit

Where available, customers may receive refunds, promotional credits, or other amounts through LYVO Wallet or store credit.

Wallet balances:

May be subject to expiry where legally permitted and clearly stated.

May not always be transferable.

May not always be redeemable for cash.

May be subject to specific promotional conditions.

21. Reviews and User Content

Customers may be permitted to submit:

Reviews.

Ratings.

Comments.

Photos.

Videos.

Other content.

Users must not submit content that is:

False or misleading.

Abusive.

Defamatory.

Illegal.

Offensive.

Fraudulent.

Infringing intellectual property rights.

Unrelated to the product or service.

LYVO may remove content that violates these rules.

22. Intellectual Property

All LYVO trademarks, logos, designs, software, graphics, text, interfaces, databases, and other proprietary material are owned by LYVO or licensed to LYVO.

Users may not:

Copy.

Reproduce.

Modify.

Distribute.

Republish.

Sell.

Exploit.

any LYVO intellectual property without prior written authorization.

23. Prohibited Activities

Users may not:

Commit or attempt fraud.

Create false accounts.

Manipulate prices or promotions.

Abuse refund or return systems.

Use stolen payment information.

Interfere with platform security.

Introduce viruses or malicious software.

Scrape or extract data without authorization.

Impersonate another person.

Use LYVO for unlawful purposes.

LYVO may suspend or terminate access for violations.

24. Fraud Prevention

LYVO may use automated and manual systems to prevent fraud and protect customers, sellers, and the platform.

LYVO may request additional identity, order, payment, or delivery verification where reasonably required.

Orders or accounts may be temporarily restricted during security reviews.

25. Limitation of Liability

To the maximum extent permitted by applicable law, LYVO will not be liable for indirect, incidental, consequential, special, or business losses arising from the use of the platform.

LYVO is not responsible for losses resulting from:

Customer misuse.

Third-party actions.

External payment providers.

Telecommunications failures.

Internet outages.

Events beyond LYVO's reasonable control.

Nothing in these Terms excludes liability where such exclusion is prohibited by law.

26. Force Majeure

LYVO will not be liable for failure or delay resulting from events beyond its reasonable control, including:

Natural disasters.

Fire.

Flood.

War.

Civil unrest.

Epidemics.

Government restrictions.

Transportation disruption.

Courier interruptions.

Telecommunications failures.

Power outages.

Other force majeure events.

27. Suspension and Termination

LYVO may suspend, restrict, or terminate an account where the user:

Violates these Terms.

Engages in fraudulent activity.

Abuses LYVO policies.

Creates risk to other users.

Causes financial or operational harm.

Engages in unlawful activity.

Where appropriate, LYVO may also cancel pending orders.

28. Privacy

The collection and processing of personal information is governed by LYVO's Privacy Policy.

By using LYVO, users acknowledge that certain information may be processed for:

Order fulfillment.

Payment.

Delivery.

Customer service.

Fraud prevention.

Platform security.

Marketing where permitted.

Legal compliance.

29. Communications

By using LYVO, customers may receive transactional communications relating to:

Orders.

Payments.

Deliveries.

Returns.

Account security.

Service updates.

Marketing communications will be handled according to applicable consent requirements and LYVO's Privacy Policy.

30. Changes to the Platform

LYVO may modify, suspend, remove, or introduce features, services, categories, payment options, or platform functionality at any time.

LYVO does not guarantee that every feature will always remain available.

31. Governing Law

These Terms & Conditions are governed by the applicable laws of the Arab Republic of Egypt.

Any mandatory consumer rights provided under Egyptian law remain unaffected.

32. Disputes

Customers are encouraged to contact LYVO Customer Support first to attempt to resolve any dispute.

Where a dispute cannot be resolved amicably, it will be handled in accordance with applicable Egyptian laws and the jurisdiction of the competent Egyptian courts, unless otherwise required by law.

33. Severability

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

34. Entire Agreement

These Terms & Conditions, together with LYVO's:

Privacy Policy.

Refund & Return Policy.

Shipping Policy.

Seller policies.

Other applicable platform policies.

constitute the agreement governing use of LYVO.

1. Introduction

This Refund & Return Policy explains the terms and conditions governing product returns, replacements, and refunds for purchases made through the LYVO platform.

By placing an order through LYVO, the customer agrees to comply with this policy.

LYVO reserves the right to update or modify this policy from time to time in accordance with applicable laws, operational requirements, and marketplace conditions.

2. Return Period

Customers may request the return of eligible products within 30 days from the date of delivery, unless a different return period is stated on the product page or applies due to the nature or category of the product.

Return requests must be submitted through the LYVO application, website, customer support, or any other approved LYVO channel.

3. Conditions for Return

To be eligible for a return, the product should:

• Be in its original condition.
• Be unused or not used in a way that materially affects its condition.
• Include the original packaging whenever applicable.
• Include all accessories, manuals, gifts, parts, and included items.
• Contain the original serial number, barcode, IMEI, or identification labels.
• Not have been damaged due to misuse, negligence, improper installation, or improper handling.
• Be accompanied by proof of purchase when requested.

LYVO and/or the seller reserves the right to inspect the returned product before approving a refund or replacement.

4. Damaged, Defective, Incorrect, or Incomplete Products

If a customer receives:

• A damaged product.
• A defective product.
• An incorrect product.
• An incomplete order.
• A product that materially differs from the description displayed on LYVO.

The customer must submit a return or complaint request within the applicable return period.

LYVO may request photographs, videos, packaging images, serial numbers, or other supporting evidence.

After verification, LYVO may, as appropriate:

• Replace the product.
• Refund the eligible amount.
• Repair the product where applicable.
• Provide another suitable solution.

5. Non-Returnable Products

Certain products may not be eligible for return due to health, hygiene, safety, legal, or product-specific reasons.

These may include, without limitation:

• Opened or used personal care products.
• Opened or used cosmetics.
• Underwear and certain intimate apparel.
• Opened health and medical products.
• Food and beverages.
• Perishable products.
• Personalized or custom-made products.
• Activated digital products, vouchers, or electronic codes.
• Opened software or products protected by activation codes.
• Products with removed, damaged, or altered serial numbers.
• Products damaged through misuse or improper installation.
• Products explicitly marked as non-returnable on the product page.

Where a verified manufacturing defect exists, the product may be handled under the applicable warranty or relevant law.

6. Change of Mind Returns

LYVO may accept the return of certain eligible products where the customer has changed their mind, provided that:

• The product is eligible for return.
• The product has not been used.
• The product is in its original condition.
• Packaging and accessories are complete and undamaged.

Where the return is not due to an error by LYVO or the seller, the customer may be responsible for return shipping fees and other applicable charges.

7. Inspection of Returned Products

All returned products may be inspected by LYVO, the seller, an authorized service center, or an appointed third party.

The inspection may include verification of:

• Product condition.
• Serial number or IMEI.
• Accessories.
• Packaging.
• Signs of use.
• Damage.
• Return reason.

Acceptance of the returned product by a courier or warehouse does not automatically mean that the refund has been approved.

8. Reasons for Rejecting a Return

LYVO and/or the seller may reject a return request where:

• The return period has expired.
• The product has been used beyond what is reasonably necessary to inspect it.
• The product was damaged by the customer.
• Accessories or parts are missing.
• Serial numbers do not match.
• Original identification labels have been removed or altered.
• Promotional gifts have not been returned.
• The product does not meet the applicable return conditions.
• There is evidence of abuse, fraud, manipulation, or repeated misuse of the return process.

9. Refund Amount

Where a return is approved, the eligible refund will generally be based on the amount actually paid by the customer for the returned product.

Certain charges may be non-refundable where permitted by law, including:

• Original shipping fees.
• Special delivery fees.
• Installation fees.
• Gift wrapping fees.
• Service fees.
• Other additional charges.

Where the return is caused by an error from LYVO or the seller, eligible shipping costs may also be refunded.

10. Refund Method

Refunds will generally be processed through the original payment method whenever possible.

Refund methods may include:

• Credit or debit card.
• Electronic wallet.
• Bank transfer.
• LYVO Wallet or LYVO credit.
• Another payment method approved by LYVO.

The time required for the refunded amount to appear in the customer's account may vary depending on the bank, card issuer, payment provider, or financial institution.

11. Refund Processing Time

Once the returned product has been received, inspected, and approved, LYVO will initiate the refund process.

The refund may take several business days to appear in the customer's account depending on the payment method and financial institution.

LYVO will not be responsible for delays caused by the customer's bank, card issuer, payment gateway, or financial service provider after the refund has been successfully initiated by LYVO.

12. Cash on Delivery Orders

For Cash on Delivery orders, refunds may be provided through:

• Bank transfer.
• Electronic wallet.
• LYVO Wallet.
• Store credit.
• Any other method approved by LYVO.

The customer may be required to provide additional information to complete the refund.

13. Marketplace Sellers

LYVO operates as a marketplace and certain products may be sold by independent third-party sellers.

The seller is responsible for the quality, authenticity, specifications, and condition of the products offered through the platform.

LYVO reserves the right to review disputes between customers and sellers and determine an appropriate resolution based on the available evidence, platform policies, and applicable law.

14. Products with Serial Numbers or IMEI

For smartphones, laptops, electronics, appliances, and other products containing a serial number, IMEI, or unique identifier, the returned product must match the identifier recorded at the time of sale.

Returns may be rejected if:

• The serial number or IMEI has been altered.
• Identification labels have been removed.
• The returned item does not match the item sold.
• There is evidence of unauthorized tampering.

15. Electronic Products

Electronic products may require technical inspection before a return is approved.

Where a technical defect is claimed, LYVO or the seller may refer the product to an authorized service center or technical specialist.

If the inspection determines that the defect was caused by misuse, impact, liquid damage, unauthorized repair, improper installation, or another customer-related cause, the return request may be rejected.

16. Promotional Offers and Free Gifts

If a product was purchased as part of a promotional offer, bundle, discount package, or included a free gift, all related products and gifts may need to be returned together.

If any promotional item or gift is missing, LYVO may deduct its value from the refund or reject the return where appropriate.

17. Partial Refunds

LYVO may issue a partial refund where the returned product:

• Shows signs of use.
• Has damaged packaging.
• Is missing accessories.
• Has reduced resale value.
• Is returned in a condition different from the condition in which it was delivered.

Any deduction will be determined based on the condition of the product and applicable law.

18. Fraud and Abuse Protection

LYVO reserves the right to investigate suspicious return activity.

LYVO may restrict, suspend, or reject return privileges where there is reasonable evidence of:

• Fraud.
• Excessive returns.
• Product swapping.
• Serial number manipulation.
• False claims.
• Misuse of promotions.
• Abuse of refund procedures.

Any such action will be taken in accordance with applicable laws and platform terms.

19. Seller Responsibility

Sellers must ensure that products supplied through LYVO:

• Match the listing description.
• Are authentic where applicable.
• Are properly packaged.
• Are delivered in appropriate condition.
• Include required accessories and documentation.

LYVO may impose penalties, deductions, suspension, or other corrective actions against sellers who repeatedly provide defective, incorrect, counterfeit, or misleading products.

20. Customer Responsibility

Customers are responsible for:

• Providing accurate information when submitting a return.
• Protecting the product until it is collected or returned.
• Returning all original items and accessories.
• Packaging the product appropriately.
• Providing supporting evidence when reasonably requested.

21. Cancellation Before Shipping

Where permitted, customers may cancel an order before it is shipped.

Once an order has entered the shipping or delivery process, cancellation may no longer be possible and the customer may instead need to follow the standard return process.

22. Return Shipping

LYVO may arrange collection of eligible returned products through its logistics partners.

Where the return is due to customer preference or change of mind, return shipping costs may be charged to the customer.

Where the return results from an error by LYVO or the seller, LYVO may cover eligible return shipping costs.

23. Final Decision

LYVO reserves the right to make the final determination regarding eligibility for return, replacement, refund, or partial refund based on:

• The condition of the product.
• The evidence provided.
• Seller information.
• Technical inspection.
• Transaction history.
• Applicable law.
• Platform policies.

Nothing in this policy limits any mandatory rights granted to consumers under applicable Egyptian law.