1. About Velo Mall
1.1 These Buyer Terms and Conditions ("Terms") govern access to and use of the Velo Mall website, mobile application and related marketplace services (collectively, the "Platform").
1.2 The Platform is operated under the trading name Velo Mall by DESIRE TOP MARKETING SDN. BHD. (Company Registration No. 202301024806), with its registered address at No. 62-1, Persiaran Mutiara 1, 14120 Simpang Ampat, Pulau Pinang, Malaysia ("Velo Mall", "we", "us" or "our").
1.3 Velo Mall operates an online marketplace that enables independent merchants to list and sell products to buyers. Unless expressly stated otherwise, Velo Mall is not the seller, manufacturer, importer or distributor of products listed by a Merchant.
2. Acceptance of These Terms
2.1 By registering an Account, clicking an acceptance checkbox, placing an Order, accessing the Platform or using any Platform service, you confirm that you have read, understood and agreed to these Terms.
2.2 Incorporated Policies. These Terms incorporate the Velo Mall Shipping and Delivery Policy and Cancellation, Return and Refund Policy, to the extent applicable to your use of the Platform or purchase of Products. These policies are available through the links provided in these Terms and at checkout.
2.3 Optional Programme Terms. Additional terms apply only if you choose to purchase, activate or participate in a membership, rewards, Cash Points, referral, voucher, promotion or other optional programme. The applicable terms will be presented before participation and do not apply merely because you create an Account.
2.4 If you do not agree to these Terms, you must not register an Account, place an Order or continue using the Platform.
2.5 Nothing in these Terms excludes, restricts or modifies any right or remedy that cannot lawfully be excluded under Malaysian consumer law.
3. Definitions
Account: a registered buyer account on the Platform.
Applicable Law: all laws, regulations, regulatory requirements and lawful directions applicable in Malaysia to the relevant person, product, Order or transaction.
Buyer or you: a person who accesses the Platform or purchases or seeks to purchase a Product through it.
Business Day: a day other than Saturday, Sunday or a public holiday in the relevant Malaysian state or federal territory.
Cash Points: reward value that may be withdrawable subject to the applicable Rewards Programme Terms.
Member: a Buyer with an active paid Velo Mall membership.
Member Points: non-cash reward points that may be redeemed against eligible purchases subject to the applicable Rewards Programme Terms.
Merchant: an independent seller approved to offer Products through the Platform.
Order: a purchase request submitted by a Buyer through the Platform.
Product: any eligible item, service or digital content offered by a Merchant through the Platform.
Successful Order: an Order that satisfies the applicable completion conditions after cancellation, delivery, return, refund, dispute and risk-review periods.
User Content: reviews, ratings, comments, photographs, videos and other material submitted by a user.
4. Eligibility and Account Registration
4.1 You must have legal capacity to enter into a binding contract. If you are under 18 years old, you may use the Platform only with the involvement and consent of a parent or legal guardian, subject to Applicable Law.
4.2 You must provide complete, accurate and current registration, contact, delivery and payment information and promptly update it when it changes.
4.3 Unless Velo Mall approves otherwise, each Account is personal, non-transferable and may be used only by the registered Account holder. You must not create duplicate or false Accounts or impersonate another person.
4.4 We may require identity, contact, bank-account or other verification information where legally or operationally appropriate, including for fraud prevention, payments, withdrawals or account security.
5. Account Security
5.1 You are responsible for keeping your login credentials, one-time passwords and devices secure and for activity carried out through your Account, except to the extent caused by Velo Mall’s breach or otherwise provided by law.
5.2 You must notify Velo Mall promptly if you suspect unauthorised access, loss of credentials or other Account compromise. We may temporarily restrict access while investigating or protecting the Account.
6. Product Listings and Merchant Responsibilities
6.1 Product listings, descriptions, images, availability, warranties and other Merchant-supplied information are provided by the relevant Merchant. Merchants are responsible for the accuracy and legality of their listings and for supplying Products that conform to the Order and Applicable Law.
6.2 Velo Mall may review, moderate, correct, restrict or remove listings where reasonably necessary for compliance, safety, accuracy or Platform integrity, but does not guarantee that every listing is error-free.
6.3 Product appearance may vary slightly from images due to display settings, photography, packaging changes or reasonable manufacturing variation. This does not limit any right relating to materially misdescribed, defective or non-conforming Products.
7. Orders, Prices and Payments
7.1 Prices, applicable taxes, delivery charges, discounts and the final payable amount will be displayed before you submit an Order. Except for obvious error or as required by law, the confirmed Order price applies.
7.2 Submitting an Order is an offer to purchase. An automated acknowledgement confirms receipt only. A binding sale contract between you and the relevant Merchant is formed when the Order is accepted or otherwise confirmed on the Platform, subject to stock, payment authorisation, fraud review and Applicable Law.
7.3 You must use a payment method that you are authorised to use and provide accurate payment information. Payment processing may be performed by third-party payment providers under their own terms.
7.4 We or the Merchant may reject or cancel an Order before fulfilment for reasons including unavailability, pricing or listing error, failed payment, suspected fraud, legal restriction or delivery impossibility. Any amount collected for a cancelled Order will be handled under the applicable refund terms.
7.5 You may not cancel or reverse a payment through improper means. Legitimate chargeback and consumer rights remain unaffected.
8. Shipping, Delivery, Cancellations, Returns and Refunds
8.1 Shipping methods, charges, estimated delivery periods, tracking arrangements and responsibility for unsuccessful delivery are governed by the Velo Mall Shipping and Delivery Policy, which forms part of these Terms.
8.2 Order cancellations, eligible returns, return procedures, refund methods and applicable timeframes are governed by the Velo Mall Cancellation, Return and Refund Policy.
8.3 You are responsible for providing a complete and accurate delivery address, recipient information and contact number. Reasonable re-delivery or return costs may apply where delivery fails due to Buyer-provided incorrect information, refusal or repeated unsuccessful attempts, except where the failure was caused by the Merchant, courier or Velo Mall or where law requires otherwise.
8.4 Nothing in the relevant policies limits any non-excludable consumer guarantee, right or remedy under Malaysian law.
9. Membership Terms
9.1 A Velo Mall membership begins when the applicable fee is successfully paid and remains active for the validity period shown at purchase. Unless expressly enabled and accepted by you, membership does not renew automatically and must be renewed manually.
9.2 The membership price, duration, benefits, exclusions and any promotional conditions will be displayed before purchase. Benefits may include Member Points, Cash Points, referral rewards or other offers, subject to the relevant programme terms.
9.3 Membership fees are non-refundable after activation except where required by law, where the service was not supplied as promised, or where an applicable cooling-off, cancellation or promotional term expressly provides otherwise.
9.4 We may revise future membership prices, benefits or structure by giving reasonable notice. A change will not reduce a paid fixed-term benefit already accrued unless necessary for law, security, fraud prevention or circumstances beyond reasonable control, and subject to any remedy required by law.
10. Rewards and Referral Programmes
10.1 Member Points, Cash Points and referral benefits are promotional programme benefits, not deposits or legal tender, and are governed by the applicable Rewards Programme Terms, Referral Programme Terms and campaign conditions displayed on the Platform.
10.2 Programme terms may set earning rules, verification periods, redemption limits, withdrawal thresholds, fees, expiry rules, excluded Products, reversal conditions and campaign limits. These details will be disclosed through the applicable programme terms or before the relevant transaction.
10.3 Points or rewards associated with a cancelled, returned, refunded, reversed, fraudulent or otherwise ineligible transaction may be withheld, cancelled or reversed.
10.4 Self-referrals, duplicate Accounts, false transactions, automated activity and attempts to manipulate a reward or referral programme are prohibited. We may audit suspicious activity and suspend programme access while investigating.
10.5 We may change or discontinue a programme on reasonable notice. Accrued benefits will be treated fairly and consistently with the published programme terms and Applicable Law.
11. Acceptable Use and Buyer Conduct
11.1 You must use the Platform lawfully, honestly and respectfully and must communicate accurate information during registration, checkout, complaints and dealings with Merchants or support personnel.
11.2 You must not:
- use stolen payment methods, false identities or another person’s Account without authority;
- submit false complaints, fabricated refund requests, misleading claims or abusive chargebacks;
- use or deliberately damage a Product and then dishonestly request a return or refund;
- harass, threaten, defame or abuse Merchants, couriers, staff or other users;
- circumvent payment, shipping, access-control or security measures;
- introduce malware, scrape the Platform without permission, interfere with services or exploit a bug for personal gain;
- manipulate promotions, membership benefits, points, referrals, reviews or rankings; or
- use the Platform for unlawful, fraudulent or unauthorised commercial activity.
11.3 Suspected misconduct may be reported through the in-app reporting tool or to support@velomall.com.my.
12. User Content
12.1 You retain ownership of User Content you submit. You grant Velo Mall a worldwide, non-exclusive, royalty-free, transferable and sublicensable licence to host, store, reproduce, adapt, publish, translate, display and distribute that User Content solely to operate, promote, secure and improve the Platform and related services, for the duration reasonably necessary for those purposes.
12.2 You confirm that you have the rights needed to submit User Content and that it is accurate, lawful and does not infringe intellectual property, privacy, confidentiality or other rights.
12.3 We may remove, restrict or moderate User Content that violates these Terms, Applicable Law or reasonable Platform standards. We are not obliged to publish every submission.
13. Intellectual Property Rights
13.1 The Platform, its software, design, databases, graphics, text, branding and Velo Mall content are owned by or licensed to Velo Mall and are protected by intellectual-property laws.
13.2 Subject to these Terms, Velo Mall grants you a limited, revocable, non-exclusive, non-transferable licence to access and use the Platform for personal shopping purposes.
13.3 You must not copy, modify, reverse engineer, distribute, sell, license or commercially exploit the Platform or Velo Mall content except with prior written permission or as permitted by law.
14. Privacy and Cookies
14.1 Velo Mall processes personal data in accordance with the Velo Mall Privacy Policy and uses cookies and similar technologies as described in the Cookies Policy. Those documents explain the categories of data collected, purposes of processing, disclosures, retention, security and available rights.
14.2 Where a separate consent is legally required, use of the Platform alone will not replace that consent.
15. Account Suspension and Termination
15.1 You may request Account closure through the available Account function or by contacting support, subject to completion of pending Orders, refunds, disputes, withdrawals and legal retention requirements.
15.2 We may warn, restrict features, temporarily suspend or terminate an Account where reasonably necessary because of suspected fraud or illegal activity, material or repeated breach, abusive behaviour, security risk, legal obligation or material risk to users or the Platform.
15.3 Where appropriate, we will notify you of the action and reason. Immediate action without prior notice may be taken where delay could cause harm, enable fraud, compromise security or breach law.
15.4 We may request documents or evidence and may restrict affected transactions or benefits during an investigation.
15.5 You may appeal an enforcement decision within seven days of notice by emailing support@velomall.com.my with the subject “Account Suspension Appeal”, your Account details, explanation and supporting evidence. We aim to review complete appeals within five to ten Business Days.
15.6 On termination, access may be revoked. Points or rewards proved to arise from fraud or abuse may be forfeited. Legitimately accrued balances, pending refunds and non-excludable rights will be handled under the applicable terms and law.
15.7 You must not evade a lawful suspension or termination by creating another Account or using a false identity.
16. Complaints and Dispute Resolution
16.1 For Product or fulfilment issues, you should first use the Order-resolution process or contact the relevant Merchant through the Platform. If unresolved, you may escalate the matter to Velo Mall support with the Order number and relevant evidence.
16.2 Velo Mall may facilitate communications and review Platform records but does not replace any statutory regulator, court or tribunal.
16.3 The parties should first attempt in good faith to resolve a dispute through direct discussion. They may agree to mediation or another appropriate alternative dispute-resolution process.
16.4 Nothing in these Terms prevents an eligible consumer from filing a claim with the Tribunal for Consumer Claims Malaysia or exercising another right or remedy available under Applicable Law.
17. Electronic records and communications
17.1 Velo Mall may provide Order confirmations, receipts, account notices, policy notices and other communications electronically through the Platform, the Buyer’s Account, email or other contact details registered with the Account.
17.2 The Buyer is responsible for maintaining current contact information. Electronic communications do not replace any notice method required by Applicable Law.
18. Vouchers and promotions
18.1 Vouchers, promotional codes and discounts are subject to the eligibility requirements, validity period, minimum spending, Product exclusions, usage limits and other conditions displayed with the relevant promotion.
18.2 Unless otherwise stated, vouchers cannot be exchanged for cash, transferred, combined or applied retrospectively.
18.3 Benefits obtained from a cancelled, refunded, reversed or ineligible Order may be cancelled or deducted.
19. Product safety and recalls
19.1 Velo Mall may suspend a listing, stop sales, cancel affected Orders, notify Buyers or assist with a Product recall where a Product may be unsafe, prohibited, defective or non-compliant.
19.2 The relevant Merchant remains responsible for Product safety, recalls and remedies to the extent required by law.
20. Taxes and invoices
20.1 Prices will be displayed together with applicable taxes and mandatory charges before an Order is submitted.
20.2 The relevant Merchant is responsible for issuing sales invoices, tax invoices or e-Invoices for the Product sale unless the Platform expressly states that Velo Mall will issue the relevant document on the Merchant’s behalf.
21. Velo Mall’s Marketplace Role
21.1 For Merchant-listed Products, the Merchant is responsible for the sale contract, Product quality, conformity, safety, legality, warranties and fulfilment. Velo Mall provides the marketplace, payment-related coordination, support and other facilitation services described on the Platform.
21.2 The Platform may link to or integrate third-party services such as payment providers, couriers or external websites. Those services may be subject to their own terms and availability. Velo Mall remains responsible to the extent required by law for its own acts and omissions.
22. Disclaimers and Limitation of Liability
22.1 The Platform is provided on an “as available” basis. We aim to maintain reliable access but do not guarantee uninterrupted, error-free or completely secure operation, particularly during maintenance or events beyond reasonable control.
22.2 To the maximum extent permitted by law, Velo Mall is not liable for indirect, incidental, special or consequential loss, or loss of profit, revenue, opportunity, goodwill or data, arising from use of the Platform where such loss was not reasonably foreseeable or was not caused by Velo Mall’s breach.
22.3 Nothing in these Terms excludes or limits liability for fraud, fraudulent misrepresentation, death or personal injury caused by negligence, breach of non-excludable statutory duties, or any liability that cannot lawfully be excluded or limited.
22.4 Any limitation applies only to the extent permitted by Applicable Law and does not reduce a Buyer’s rights against the Merchant or Velo Mall where Velo Mall is legally responsible.
23. Governing Law and Jurisdiction
23.1 These Terms are governed by the laws of Malaysia.
23.2 Subject to any mandatory consumer forum or tribunal right, the courts of Malaysia have jurisdiction over disputes arising from these Terms.
24. Changes to These Terms
24.1 We may update these Terms for legal, regulatory, security, operational or service-related reasons.
24.2 Material changes will be notified by reasonable means, such as email, an in-app notice or a prominent Platform notice, before they take effect where practicable or legally required.
24.3 Your continued use after the effective date constitutes acceptance of revised Terms. If you do not agree, you should stop using the Platform and may close your Account. Changes will not retrospectively remove accrued rights or remedies unless required by law.
25. General Provisions
25.1 If any provision is held invalid or unenforceable, it will be modified to the minimum extent necessary or severed, and the remaining provisions will continue in effect.
25.2 A failure or delay in exercising a right is not a waiver of that right.
25.3 You may not transfer your rights or obligations under these Terms without our written consent. Velo Mall may transfer these Terms as part of a genuine reorganisation, merger, sale or transfer of the Platform, provided this does not materially reduce your rights.
25.4 These Terms and the incorporated policies constitute the agreement between you and Velo Mall concerning the Platform, without excluding representations or rights that cannot lawfully be excluded.
26. Contact Information
26.1 Operator: DESIRE TOP MARKETING SDN. BHD. (Company Registration No. 202301024806), trading as Velo Mall.
26.2 Registered address: No. 62-1, Persiaran Mutiara 1, 14120 Simpang Ampat, Pulau Pinang, Malaysia.
26.3 Customer support email: support@velomall.com.my.
26.4 Platform website and support telephone: https://velomall.com.my/
26.5 Support telephone: +60 10-764 6875
Acceptance Statement
By registering an Account, clicking “I agree”, placing an Order or continuing to use Velo Mall after these Terms take effect, you acknowledge that you have read, understood and agreed to these Terms and the policies incorporated by reference.