Terms & Conditions

Effective Date: October 13, 2026

These Terms govern your use of the Avendi Local website at avendi.me and any city-specific subdomains, our mobile flows, and the related order fulfillment services (collectively, the "Service"). The Service is operated by Avendi Pte. Ltd., a company registered in Singapore with registered office at 68 Circular Road #02-01, Singapore (049422) ("Avendi Local," "Avendi," "we," or "us"). By placing an order or otherwise using the Service, you agree to these Terms.

1. The Service

Avendi Local is a hotel-integrated local souvenir marketplace. We connect travelers with KYB-verified local makers in our launch cities, take the order, coordinate same-day delivery to your hotel, and handle dispute resolution centrally. Avendi Local is the merchant of record on most transactions; vendors fulfill the underlying product. The current city footprint is published at /cities; vendor vetting standards are described at /avendi-authentic.

2. Eligibility and accounts

  1. You must be at least 18 years old, or the age of majority in your country of residence, to place an order.
  2. Avendi Local supports guest checkout — you can place an order using just your email and delivery details, without creating a password-based account.
  3. You agree to provide accurate, current, and complete information at checkout, including a valid email, mobile number, and a correct hotel name and (where applicable) room number and stay dates.
  4. You are responsible for any activity associated with the email address or guest identifier you use to place orders.

3. Products and pricing

  1. Products are listed at the maker's local list price — the same price a resident would pay at the maker's workshop or city market. We do not add tourist markups. Our pricing model is described in detail at /how-pricing-works.
  2. All Avendi Local orders are charged in US dollars (USD), regardless of the operating city. We convert each maker's local list price to USD using a third-party foreign exchange provider, then round the converted amount up to the nearest whole USD (for example, USD 40.80 becomes USD 41.00). The exact USD amount is shown at checkout before you confirm — that is the amount you will be charged. Your card issuer may separately apply its own foreign-transaction or conversion fee, which is outside Avendi Local's control.
  3. A transparent delivery fee is shown at checkout before you confirm. There are no concierge fees or hidden service charges.
  4. All product listings are subject to vendor stock availability. Despite real-time stock checks, occasional stock-outs occur after order placement; in that case we will offer a refund or a comparable replacement.
  5. Prices and product availability may change without prior notice; the USD price shown at checkout is the price you will be charged.

4. Order acceptance and confirmation

  1. When you place an order through the Service, you make an offer to purchase the items in your cart subject to these Terms.
  2. Your offer is accepted only when the vendor confirms stock and we issue an order confirmation by email. Until that moment, we may decline or partially fulfill the order — for example, if a product becomes unavailable, the delivery address falls outside the launch city, or a payment authorization fails.
  3. We reserve the right to refuse or cancel any order at our sole discretion, including suspected fraud, abuse, or inability to verify your identity.

5. Hotel delivery

  1. Local orders are delivered within the operating city to the hotel front desk or concierge. Sourcing and fulfillment stay local, which is how we keep every item authentic. Selected products can also be shipped abroad — see Section 6.
  2. Delivery SLAs: orders confirmed before 5 PM local time arrive the same day, typically within four hours of confirmation. Orders confirmed after 5 PM arrive the following morning. Public holidays and force-majeure events may extend these windows; we will notify you if so.
  3. You are responsible for providing a hotel and (where relevant) room information at which a courier can drop the parcel during normal hotel operating hours. If your travel plans change, contact support@avendi.me as soon as possible — we can redirect to your next hotel within the same city, hold for vendor pickup for up to 7 days, or refund.
  4. Items are travel-packaged for hand-luggage or hold transit. If you have specific packaging needs (e.g., gift wrap, fragile labeling), leave a note in the "Special Requests" field at checkout.

6. International shipping

  1. Products marked "Free international shipping" can be shipped to an address outside the operating city. Shipping for these products is included in the item price. A single order can contain either international-shipping items or local-delivery items, not both; please place separate orders.
  2. Some products cannot be shipped to certain countries or regions because of import rules. These destinations are listed on the product page and cannot be selected at checkout. You are responsible for making sure the items you order can lawfully be imported into your country.
  3. Customs duties and import taxes. International orders may be subject to customs duties, import taxes (such as VAT or GST), and clearance or brokerage fees charged by the destination country or the courier. These charges are not included in the item price or the shipping, are set by the destination country's authorities, and must be paid by you — usually to the courier on delivery or before the parcel is released. We cannot predict or control these charges, so we recommend checking with your local customs office before ordering. You will be asked to confirm that you understand this at checkout.
  4. Address. Please provide a complete address, including postal code, at checkout. Address changes must be requested within 12 hours of placing the order; after that we cannot guarantee them. If a parcel has to be reshipped because the address was incorrect or incomplete, the reshipping is at your expense.
  5. Dispatch and tracking. Orders are usually dispatched within 12–24 hours of payment confirmation (longer in peak seasons). Parcels travel with DHL or FedEx. We email you the courier name, tracking number, and a tracking link as soon as the courier collects the parcel; the first tracking scan can take up to 24 hours to appear. A parcel that shows no movement for several days is usually waiting in the destination country's customs queue rather than lost.
  6. Delivery times. Estimates are counted from the day your order is dispatched, not the day it is placed:
    • United States: usually 4–5 days when customs clearance is straightforward; up to 14–15 days during customs inspection or peak season.
    • United Kingdom, Germany, and Spain: usually 13–15 days, as European customs clearance adds a fixed stage.
    • Other countries: depends on the destination and the courier.
    These are estimates, not guarantees. We are not liable for delays caused by customs inspection, courier disruption, weather, or natural disasters.
  7. Undeliverable parcels. Couriers normally attempt delivery twice and then hold the parcel at a local depot before returning it. If a parcel is refused, abandoned at customs (including when import charges are not paid), or returned because the address was wrong or the recipient was unavailable, we refund the order minus the outbound and return shipping costs actually incurred.
  8. Cancellations and changes. You can cancel an international order within 12 hours of placing it by emailing support@avendi.me. After that the order may already be processed or dispatched, and we may decline the request; once dispatched, it cannot be cancelled. Products or variants cannot be changed after ordering; to switch, cancel within the 12-hour window and place a new order.
  9. Returns, refunds, and reshipping. The free in-city returns in Section 7 do not apply to international orders. Instead: unopened items delivered to the United States, United Kingdom, Germany, or the United Arab Emirates can be returned within 14 days of delivery; parcels that are lost, leaking, or damaged in transit, or held in customs, are reshipped once; and if we cannot ship to your destination at all, you receive a full refund. The full rules are in Section 6 of our Refund & Returns Policy.

7. Returns, refunds, and disputes

  1. Free returns and exchanges within the delivery city while you are still there.
  2. For damaged, not-as-described, or late items, email support@avendi.me within 7 days of delivery. We acknowledge within 24 hours and resolve eligible disputes within 7 business days via refund or replacement.
  3. Avendi Local backs every order — you do not need to negotiate with the underlying vendor. Full SLAs and the dispute workflow are at /trust; the formal refund mechanics are at /refund-policy.
  4. Cancellations: because we operate on same-day delivery windows, local orders cannot be cancelled once the vendor has confirmed and packed. If you need to cancel, contact us immediately and we will try, but cannot guarantee. International orders follow the 12-hour cancellation window in Section 6.

8. Payments

  1. Payments are processed by our PCI-DSS compliant payment partners (Stripe and regional equivalents). We do not store full card numbers, CVV codes, or banking credentials.
  2. Cash on delivery is not supported. Payment must clear before the order is released to the vendor.
  3. You authorize us, or our payment partners, to charge your selected payment method for the order total at checkout, plus any agreed-upon adjustments (e.g., approved replacements that exceed the original order value).

9. Vendor and product accuracy

  1. Each vendor passes Know Your Business verification before listing, with ongoing audits. See /avendi-authentic.
  2. Product descriptions, photos, and weights are provided by the vendor and curated by Avendi Local. Handmade items are unique by nature; minor variations in color, weave, or finish are not defects.
  3. If a product is materially not as described, our refund and replacement policy applies (Section 7).

10. Acceptable use

You agree not to:

  • use the Service for fraudulent or unlawful purposes, including chargeback abuse;
  • attempt to gain unauthorized access to systems, scrape at a rate that impacts service quality, or interfere with security features;
  • impersonate another person, falsify hotel or shipping details, or circumvent single-use promotional credits;
  • use Avendi Local to resell products commercially without prior written agreement.

11. Intellectual property

  1. The Avendi Local brand, name, logos, software, content, and the "Avendi Authentic" framework are owned by Avendi Pte. Ltd. and protected by intellectual property laws.
  2. Vendor product imagery and product names remain the property of the respective makers, used by Avendi Local under license.
  3. You may not copy, reproduce, or commercially exploit any content from the Service without prior written permission.

12. Privacy

Use of the Service is also governed by our Privacy Policy, which explains what we collect, how we use it, and the rights you have over your data.

13. Disclaimers

The Service is provided on an "as is" and "as available" basis. To the maximum extent permitted by law, Avendi Local disclaims all implied warranties, including merchantability and fitness for a particular purpose, except for our express commitments under these Terms (delivery SLAs, refund policy, and Avendi Authentic standards).

14. Limitation of liability

To the maximum extent permitted by applicable law, Avendi Local's total liability arising out of or relating to your use of the Service or any single order is limited to the greater of (a) the amount you paid for the order at issue, or (b) one hundred Singapore dollars (SGD 100). We are not liable for indirect, incidental, special, consequential, or punitive damages, including lost profits, lost goodwill, or missed travel arrangements, except where liability cannot be excluded by law (e.g., gross negligence, willful misconduct, or your statutory consumer rights).

15. Force majeure

Neither party is liable for delays or failures caused by events beyond its reasonable control, including natural disasters, civil unrest, hotel lockdowns, transport disruption, payment-network outages, or government action. Where possible we will offer a refund or rescheduled delivery.

16. Governing law and disputes

These Terms are governed by the laws of Singapore, without regard to conflict of laws principles. Disputes will be resolved in the courts of Singapore, save for mandatory consumer-protection rights you may have in the city or country where you reside or where the order was delivered. We encourage you to contact support@avendi.me first — most issues are resolved without escalation.

17. Changes to these Terms

We may revise these Terms as the Service evolves. We will update the Effective Date at the top of this page; for material changes we will provide reasonable notice (e.g., email or banner) before they take effect. Continued use of the Service after changes take effect constitutes acceptance.

18. Contact

Avendi Pte. Ltd.
68 Circular Road #02-01, Singapore (049422)