Preamble

This Agreement is between MavenOak Express and the Vendor registering on the platform. By registering, the Vendor agrees to be legally bound by these terms.

1. Definitions

• Platform: mavenoakexpress.in and related services
• Vendor: Seller registered on the platform
• Product: Goods/services listed by Vendor
• Transaction: Sale completed through platform

2. Vendor Eligibility

• Must be 18+ or registered business
• Valid GSTIN & PAN required
• Active Indian bank account
• Compliance with Indian laws

3. Product Listing

• Accurate descriptions & images required
• No counterfeit or illegal products
• Must comply with certifications (BIS, FSSAI, etc.)
• Platform can remove listings anytime

4. Pricing & Commission

Commission structure (sample):

Settlements are processed on T+7 basis.

5. Order Fulfilment

• Dispatch within 2 business days
• Proper packaging required
• Tracking must be updated

6. Returns & Refunds

• Return window: 7–30 days
• Refunds deducted in case of vendor fault
• Disputes must be raised within 72 hours

7. Vendor Obligations

• Products must be genuine
• No fraudulent practices
• Must comply with tax laws
• No off-platform transactions

8. Intellectual Property

Vendor retains ownership of their content but grants platform rights to use it for operations and promotion.

9. Performance Metrics

• Order Acceptance ≥ 90%
• Dispatch SLA ≥ 95%
• Customer Rating ≥ 3.5

10. Suspension & Termination

• Immediate suspension for fraud or violations
• Vendor can terminate with 30 days notice

11. Confidentiality

All business and customer data must remain confidential for 3 years post termination.

12. Liability

Platform liability is limited and excludes indirect damages.

13. Grievance Redressal

• Email: vendor.support@mavenoakexpress.in
• Resolution within 15 business days

14. Miscellaneous

• Governed by Indian law
• Subject to arbitration