ELEXBIG Community Guidelines

Last updated: 13 September 2026 · Version: 1.1

Operator: ELEXBIG (“ELEXBIG”, “we”, “us”, “our”)

Welcome to the ELEXBIG community! These Community Guidelines establish the standards of behaviour and conduct we expect from everyone using our marketplace, including Buyers, Sellers, and visitors.

Our goal is to create a safe, respectful, trustworthy, and inclusive marketplace where people can buy and sell products with confidence.

These Guidelines apply alongside ELEXBIG's Terms and Conditions, Seller Policy & Code of Conduct, Buyer Guarantee, Prohibited Items Policy, Privacy Policy, Returns & Refunds Policy, and other applicable ELEXBIG policies.

1. Purpose and Application

1.1

These Community Guidelines apply to interactions and activities on ELEXBIG, including:

• Product listings, descriptions, and images;
• Reviews, ratings, and comments;
• Messages and communications between users;
• Seller storefronts and profile information;
• User-generated content;
• Promotional or marketplace content;
• Reports and complaints; and
• Any other content or conduct connected with use of ELEXBIG.

1.2

These Guidelines supplement ELEXBIG's:

• Terms and Conditions;
• Seller Policy & Code of Conduct;
• Buyer Guarantee;
• Prohibited Items Policy;
• Authentic Items Policy;
• Returns & Refunds Policy;
• Privacy Policy;
• Delivery Guidelines;
• Packaging Guidelines; and
• Other applicable marketplace policies.

1.3

Violations of these Guidelines may result in content removal, warnings, account restrictions, suspension, withholding of funds where appropriate, or permanent termination depending on the seriousness and frequency of the violation.

2. Core Community Values

Respect

2.1

Treat other members of the ELEXBIG community with courtesy, dignity, and respect.

Disagreements are allowed, but harassment, threats, intimidation, discrimination, or personal attacks are not.

Honesty and Integrity

2.2

Be truthful and transparent in all marketplace activities.

Represent yourself, your business, your products, prices, product condition, availability, warranties, and services accurately.

Safety

2.3

Help keep ELEXBIG safe by following marketplace policies, reporting violations, and avoiding products, content, or behaviour that could harm other users.

Inclusivity

2.4

ELEXBIG welcomes customers and Sellers from different backgrounds and communities.

Users should contribute to an environment where people can participate without harassment, discrimination, or intimidation.

Accountability

2.5

Take responsibility for your actions, fulfil your commitments, respond appropriately to problems, and cooperate with reasonable investigations or dispute-resolution processes.

3. Respectful Communication

What We Expect

3.1

When communicating on ELEXBIG, you should:

• Be polite, professional, and considerate;
• Use appropriate language;
• Communicate clearly and constructively;
• Respond reasonably promptly to messages and enquiries;
• Focus on the issue rather than attacking a person;
• Avoid unnecessary confrontation;
• Give others a reasonable opportunity to explain their position; and
• Act in good faith.

What Is Not Acceptable

3.2

The following behaviours are prohibited:

• Harassment, bullying, intimidation, or threats;
• Hate speech or discriminatory language;
• Personal attacks, insults, or abusive language;
• Defamatory or deliberately false allegations;
• Aggressive or threatening communications;
• Sexual harassment or unwanted sexual advances;
• Publishing another person's private information without lawful authority or consent;
• Impersonating another person or business;
• Spam or repetitive unwanted messages;
• Unsolicited advertising;
• Manipulation, coercion, or extortion;
• Threatening a Buyer or Seller over a review, complaint, refund, or dispute; or
• Any communication intended to facilitate fraud or another unlawful activity.

4. Product Listings and Descriptions

Accurate Representation

4.1

All product listings must:

• Accurately describe the product being sold;
• Use accurate photographs;
• Clearly disclose material information;
• State honest specifications and features;
• Clearly indicate the actual product condition;
• Disclose relevant defects, repairs, wear, limitations, or missing accessories;
• Clearly identify used, UK-used, refurbished, repaired, open-box, or second-hand products where applicable; and
• Avoid false, misleading, deceptive, or exaggerated claims.

Sellers must not describe a used or refurbished product as brand new.

Appropriate Images

4.2

Product images should:

• Be clear and reasonably well-lit;
• Accurately represent the product;
• Show material defects or damage where relevant;
• Avoid excessive editing that changes the appearance of the product;
• Not contain offensive or sexually explicit material;
• Be owned by the Seller or used with appropriate permission/licensing; and
• Show relevant angles or components where necessary to help the Buyer make an informed decision.

4.3

Where stock or manufacturer images are used, Sellers should ensure they do not create a misleading impression about the actual item being sold.

Prohibited Content in Listings

4.3

Listings must not contain:

• False, misleading, or deceptive information;
• Illegal or prohibited products;
• Offensive or inappropriate content;
• Sexually explicit content;
• Content that infringes intellectual-property rights;
• Excessive irrelevant capital letters, symbols, or emojis;
• Irrelevant keywords intended to manipulate search results;
• False claims about authenticity, specifications, warranty, origin, or availability;
• Misleading pricing information;
• Spam;
• External links designed to circumvent ELEXBIG's marketplace processes; or
• Contact information intended to move ELEXBIG transactions off-platform in order to evade applicable fees, protections, or policies.

5. Reviews and Ratings

Honest and Fair Reviews

5.1

When leaving reviews, Buyers should:

• Provide honest and accurate feedback based on their genuine experience;
• Focus on the product, Seller service, and transaction experience;
• Be specific about what was good or what could be improved;
• Be fair and reasonable;
• Review the actual product received;
• Avoid making claims that cannot reasonably be supported; and
• Allow reasonable time for delivery and inspection before reviewing.

What Is Not Acceptable in Reviews

5.2

Reviews must not:

• Be fake or fabricated;
• Be written in exchange for payment, gifts, discounts, refunds, or other improper incentives;
• Contain threats or harassment;
• Contain personal information about another person;
• Be written by a Seller about their own product using a Buyer account;
• Be written by a competitor for the purpose of harming another Seller;
• Contain knowingly false accusations;
• Be unrelated to the actual purchase experience;
• Contain spam or promotional advertising;
• Contain malicious external links; or
• Be used to pressure a Seller into providing an improper refund, discount, or benefit.

Seller Responses to Reviews

5.3

When responding to reviews, Sellers should:

• Remain professional and courteous;
• Address legitimate concerns constructively;
• Offer reasonable solutions where appropriate;
• Avoid arguing with or threatening Buyers;
• Not disclose a Buyer's private information;
• Not offer incentives to change or remove a review; and
• Use reasonable criticism as an opportunity to improve.

Only authorized ELEXBIG personnel may respond on behalf of ELEXBIG where the platform's functionality or policy requires an official ELEXBIG response.

6. Prohibited Activities and Behaviour

Fraud and Deception

6.1

Strictly prohibited activities include:

• Selling counterfeit, fake, stolen, or unauthorised goods;
• Misrepresenting product condition, authenticity, specifications, or origin;
• Accepting payment without intending to fulfil an order;
• Sending an item different from what was ordered;
• Creating fake accounts or providing false information;
• Manipulating product prices deceptively;
• Manipulating inventory or availability to mislead customers;
• Using false documents or verification information;
• Fraudulent refund or return activity; and
• Any other conduct intended to deceive Buyers, Sellers, ELEXBIG, payment providers, or other parties.

Manipulation and Gaming

6.2

You must not attempt to:

• Manipulate ELEXBIG search results or rankings;
• Create or purchase fake reviews;
• Artificially inflate sales, traffic, views, or engagement;
• Use bots, scripts, or unauthorized automation to obtain an unfair advantage;
• Coordinate with other users to manipulate marketplace activity;
• Create fake purchases or orders;
• Manipulate ratings;
• Abuse promotional campaigns; or
• Otherwise interfere with the integrity of the ELEXBIG marketplace.

Interference and Sabotage

6.3

You must not:

• Interfere with another user's listings, account, sales, or transactions;
• Leave false negative reviews to harm competitors;
• Attempt to damage another Seller's reputation through false information;
• Contact another Seller's customers for improper purposes;
• Submit knowingly false or malicious reports;
• Attempt to disrupt ELEXBIG's systems;
• Attempt to gain unauthorized access to another user's account; or
• Deliberately interfere with normal marketplace operations.

Circumventing Policies and Systems

6.4

You must not attempt to:

• Circumvent applicable ELEXBIG fees by moving marketplace transactions off-platform;
• Evade account restrictions or suspensions;
• Create additional accounts to avoid enforcement;
• Exploit technical vulnerabilities;
• Circumvent security controls;
• Bypass payment or transaction safeguards;
• Manipulate ELEXBIG systems; or
• Use unauthorized methods to obtain information or benefits.

7. Safety and Legal Compliance

Prohibited Content

7.1

You must not post, list, sell, promote, or facilitate:

• Illegal products or services;
• Dangerous, unsafe, counterfeit, or recalled products;
• Products prohibited under ELEXBIG's Prohibited Items Policy;
• Content encouraging illegal activity;
• Content encouraging violence or serious harm;
• Child sexual abuse material or content sexualising minors;
• Non-consensual intimate images;
• Terrorist or violent-extremist promotional content;
• Threats or targeted harassment;
• Content designed to facilitate fraud or criminal activity; or
• Other content prohibited by Nigerian law or ELEXBIG policy.

Harmful Digital Communications

7.2

ELEXBIG does not permit the use of its platform to harass, threaten, intimidate, stalk, or deliberately cause serious harm to another person through digital communications.

This includes:

• Repeated unwanted threatening messages;
• Threats of violence;
• Sharing another person's private information for harassment;
• Sharing intimate material without appropriate consent;
• Persistent abusive communications; and
• Other harmful digital conduct.

7.3

Where conduct may constitute an offence or otherwise require regulatory or law-enforcement attention, ELEXBIG may preserve relevant information and cooperate with appropriate Nigerian authorities in accordance with applicable law.

Intellectual Property

7.4

Respect intellectual-property rights.

Users must:

• Only sell products they have the legal right to sell;
• Use photographs, descriptions, videos, logos, trademarks, and other creative material lawfully;
• Not use copyrighted material without permission where permission is required;
• Not sell counterfeit or trademark-infringing products;
• Respond appropriately to legitimate intellectual-property complaints; and
• Not submit knowingly false intellectual-property complaints to unfairly remove legitimate competition.

Privacy and Data Protection

7.5

Users must protect personal information.

You must:

• Not share another person's private information without lawful basis or authorization;
• Use customer information only for legitimate marketplace purposes;
• Not sell or misuse customer information;
• Not add customers to unrelated marketing lists without an appropriate lawful basis;
• Not use customer information for unrelated solicitation;
• Secure personal information appropriately; and
• Comply with applicable Nigerian data-protection requirements, including the Nigeria Data Protection Act 2023.

8. Buyer Responsibilities

8.1

As a Buyer, you should:

• Read product descriptions carefully before purchasing;
• Review Seller shipping and return policies;
• Ask questions where information is unclear;
• Provide accurate delivery information;
• Provide a reachable phone number where required for delivery;
• Respond to reasonable delivery or Seller communications;
• Inspect items promptly after delivery;
• Report problems promptly;
• Follow proper return procedures;
• Leave honest and fair reviews;
• Use the Buyer Guarantee and refund system honestly;
• Pay for purchases through approved payment channels; and
• Cooperate with reasonable investigations.

8.2

Buyers must not engage in:

• False or fraudulent claims;
• Refund or return abuse;
• Ordering products with no genuine intention to complete the transaction;
• Threatening negative reviews to obtain money or benefits improperly;
• Intentionally damaging products to obtain refunds;
• Returning a different product from the one received;
• Submitting manipulated evidence; or
• Making unreasonable threats or demands.

9. Seller Responsibilities

9.1

As a Seller, you must:

• Create accurate and honest listings;
• Use clear and accurate product photographs;
• Disclose material product defects and limitations;
• Clearly identify product condition;
• Fulfil orders within stated timeframes;
• Maintain accurate inventory;
• Package products securely;
• Provide accurate shipment information;
• Communicate promptly about significant delays or problems;
• Honour applicable return, refund, warranty, and consumer-protection obligations;
• Respond reasonably promptly to customer enquiries;
• Resolve customer issues professionally;
• Comply with ELEXBIG policies; and
• Comply with all applicable Nigerian laws and regulatory requirements.

9.2

Sellers must not:

• Refuse a valid return or refund where the Buyer is legally or contractually entitled to one;
• Contact Buyers for unrelated marketing without an appropriate lawful basis;
• Request that Buyers change or remove honest reviews;
• Offer improper incentives for positive reviews;
• Make false claims;
• Misrepresent products;
• Engage in bait-and-switch tactics;
• Sell counterfeit or unauthorised goods;
• Retaliate against Buyers for legitimate complaints or negative reviews;
• Attempt to move transactions off-platform to evade ELEXBIG policies or fees; or
• Use customer information for unauthorized purposes.

10. Content Moderation and Enforcement

Our Approach

10.1

ELEXBIG may moderate content and enforce these Guidelines through:

• Automated systems where appropriate;
• Human review;
• Review of reported content;
• Monitoring of listings, reviews, and marketplace activity;
• Investigation of complaints and reports; and
• Other reasonable methods designed to protect marketplace safety and integrity.

10.2

ELEXBIG may review content or account activity where reasonably necessary to:

• Investigate suspected fraud;
• Protect Buyers and Sellers;
• Investigate policy violations;
• Respond to complaints;
• Comply with applicable law;
• Protect the security of the marketplace; or
• Prevent abuse of ELEXBIG systems.

Actions We May Take

10.3

Depending on the nature and severity of a violation, ELEXBIG may:

• Issue a warning;
• Request that content be corrected;
• Remove or hide content;
• Remove or restrict a product listing;
• Restrict account features;
• Restrict the ability to create new listings;
• Restrict messaging;
• Suspend an account temporarily;
• Permanently terminate an account;
• Hold or delay payouts where reasonably necessary for investigation, refunds, disputes, fraud prevention, or legal obligations;
• Cancel affected transactions;
• Remove prohibited products;
• Report suspected illegal activity to appropriate authorities; and/or
• Take legal action where appropriate.

10.4

Serious violations may result in immediate suspension or termination without a prior warning.

These may include suspected fraud, counterfeit products, threats, serious harassment, illegal activity, significant data misuse, payment fraud, or serious marketplace manipulation.

Appeals

10.5

If you believe enforcement action was taken in error, you may appeal by contacting:

support@elexbig.com

10.6

Your appeal should include:

• Your ELEXBIG account details;
• Relevant order or listing information;
• The action you are appealing;
• Why you believe the decision was incorrect; and
• Supporting evidence where available.

10.7

ELEXBIG may review appeals separately from the original decision where reasonably practicable.

11. Reporting Violations

How to Report

11.1

If you see content or behaviour that may violate these Guidelines, report it to ELEXBIG.

You may:

• Use an available Report function on the relevant listing, review, or communication;
• Contact ELEXBIG Support; or
• Email support@elexbig.com with the relevant details.

For urgent safety concerns, clearly mark your report “URGENT: SAFETY CONCERN.”

What to Include

11.2

Where possible, provide:

• The product or store URL;
• Relevant order information;
• Screenshots or other evidence;
• A description of the suspected violation;
• The specific behaviour or content involved;
• Any relevant dates or times; and
• Contact information if ELEXBIG needs clarification.

Do not send unnecessary sensitive personal information.

Response Times

11.3

ELEXBIG aims to review reports as promptly as reasonably practicable.

The response time may depend on the nature and complexity of the report.

11.4

Urgent reports involving credible threats of violence, child sexual abuse material, dangerous illegal products, serious fraud, or other significant safety concerns may receive priority handling.

Where necessary, ELEXBIG may take immediate temporary action while an investigation continues.

Confidentiality

11.5

ELEXBIG will handle reports appropriately and may take reasonable steps to protect the confidentiality of the reporter.

However, confidentiality cannot be guaranteed in every circumstance, particularly where disclosure is required by law, court order, regulatory request, or necessary to investigate or address the reported conduct.

False Reports

11.6

Knowingly submitting false or malicious reports may itself violate these Guidelines and may result in account restrictions or other enforcement action.

12. Account Security

12.1

Protect your ELEXBIG account by:

• Using a strong and unique password;
• Not sharing your password;
• Not giving unauthorized persons access to your account;
• Using two-factor authentication if ELEXBIG makes it available;
• Logging out on shared devices;
• Being cautious of phishing messages and fake ELEXBIG communications;
• Not sharing verification codes with others; and
• Reporting suspicious account activity promptly.

12.2

You are responsible for taking reasonable steps to secure your account and should notify ELEXBIG promptly if you believe your account has been compromised.

12.3

ELEXBIG may temporarily restrict an account where necessary to protect the account holder, customers, Sellers, payment information, or the marketplace.

13. External Conduct

13.1

ELEXBIG may take action concerning conduct occurring outside the ELEXBIG platform where that conduct:

• Directly relates to an ELEXBIG transaction;
• Affects another ELEXBIG user;
• Creates a legitimate safety or security concern for the ELEXBIG community;
• Involves attempts to circumvent ELEXBIG policies;
• Involves fraud or criminal conduct connected to an ELEXBIG transaction; or
• Creates a material risk to ELEXBIG's marketplace, users, or systems.

13.2

Examples may include:

• Attempting to move ELEXBIG transactions off-platform to evade fees or buyer protections;
• Harassing a customer through another communication platform because of an ELEXBIG transaction;
• Threatening a Seller because of a marketplace dispute;
• Continuing fraudulent conduct through another channel after an ELEXBIG account has been restricted; or
• Using external channels to circumvent an ELEXBIG suspension.

ELEXBIG will not attempt to regulate lawful personal conduct unrelated to use of the marketplace.

14. Changes to Community Guidelines

14.1

ELEXBIG may update these Community Guidelines from time to time to:

• Address new risks or behaviours;
• Clarify existing rules;
• Reflect changes in Nigerian laws or regulations;
• Improve marketplace safety;
• Improve customer and Seller experience; or
• Reflect changes to ELEXBIG services.

14.2

Changes will be published with an updated Last updated date and version number.

14.3

Material changes may be communicated through email, dashboard notifications, website notices, or other appropriate channels.

14.4

Continued use of ELEXBIG after an updated version becomes effective constitutes acceptance of the updated Guidelines to the extent permitted by applicable law.

15. Building a Positive Community

15.1

Beyond following these Guidelines, we encourage everyone to:

• Help new users understand how ELEXBIG works;
• Provide constructive feedback;
• Share genuine experiences;
• Support legitimate Nigerian businesses and Sellers;
• Treat customer-service staff and other marketplace members respectfully;
• Give others a reasonable opportunity to correct genuine mistakes;
• Communicate honestly;
• Report serious violations;
• Protect other people's privacy;
• Follow safe buying and selling practices; and
• Contribute to a trustworthy marketplace.

15.2

A strong marketplace depends on everyone doing their part.

Whether you are buying a phone, selling electronics, listing solar equipment, reviewing a product, or simply browsing ELEXBIG, your conduct contributes to the experience of the wider community.

Contact and Support

For questions about these Community Guidelines, to report violations, or for community-related concerns:

Email:support@elexbig.com

Contact Us:https://elexbig.com/contact-us

Website:https://elexbig.com/

For urgent safety concerns, use the subject line:

URGENT: SAFETY CONCERN

When reporting a marketplace issue, include the relevant product, store, order, or message information where available.

Thank you for being part of ELEXBIG and helping us build a safe, trustworthy, and reliable marketplace for buyers and Sellers across Nigeria.