Merchant Agreement

This Merchant Agreement ("Agreement") applies when you register as a merchant (seller) on our platform. By registering as a merchant, you agree to these terms, the Terms of Service, the Privacy Policy, and the Acceptable Use Policy.

1. Your role as merchant

You act as the seller and are responsible for your listings, orders, fulfilment, and customer service. You must provide accurate product and pricing information and comply with applicable consumer and trading laws. For payment purposes, you are the merchant of record (MoR) for sales through your account. Customer funds are settled to your connected account via the payment provider you configured; you are responsible for payment fees, refunds, and chargebacks relating to your sales. Our platform does not hold your sales funds; we only deduct our commission as described in our pricing.

2. Product information and storage

You must accurately disclose storage conditions, shelf life, and use instructions on listings (e.g. chilled, frozen, ambient, and storage days). Perishable goods should tell customers to follow those instructions and not to consume products that have reached or passed expiry. You are responsible for inaccurate or missing product information.

3. Delivery and pickup rules

The platform supports delivery and pickup. You must publish and honour your fulfilment rules, including delivery windows and fees, one delivery attempt, what happens if the recipient is not home, pickup booking notice, and how uncollected goods past shelf life are handled. Customer-facing description is in the delivery and pickup section of the Terms of Service.

Delivery transit times and estimated arrival dates are estimates, not promises. If you select a postage method after the system marks it unsuitable, you must ensure the customer understands the risk and retain evidence of that communication. Carrier delays do not create compensation liability for the platform or merchant. If the carrier grants a postage refund for that shipment, you must refund the shipping fee displayed on the order; goods refunds remain subject to the refund policy.

4. Refunds and disputes

Refunds and disputes are between you and the buyer. We do not arbitrate or decide who is right. You may approve or decline refund requests in the platform. Refunds default to the original payment channel used at checkout; if that path is unavailable, you may decide a feasible refund method. Perishable or made-to-order goods once processing has started, and changes after a pre-order is confirmed, must follow your published rules and the Refund Policy. We provide order and communication records that may be used as evidence. Chargebacks are handled by the payment provider; you are responsible for responding and for any chargeback outcomes.

5. Limited-quantity products

For limited-quantity products you should take reasonable steps to prevent malicious occupying. We may help suspend related features for abusive accounts.

6. Customer information

To fulfil orders, the platform may provide you with customer contact details, addresses, and order information. You may use that information only for fulfilment, delivery/pickup, after-sales, and lawful dispute handling for that order, and must protect it under the Privacy Policy. You must not sell it or use it for unrelated marketing.

7. Fees

You agree to pay the subscription and transaction fees (commission) as set out in our pricing. Merchant membership / subscription plans are purchased and managed on the merchant CMS subscription page and are separate from customer checkout settlement via the payment provider. These may be updated with notice. Fees are non-refundable except as required by law.

8. Prohibited use

You must not use the platform for illegal goods or activities, or for sectors we do not support (e.g. medical, alcohol, or other licensed sectors where we have not agreed). You must comply with our Acceptable Use Policy, our Terms, and applicable law. We may suspend or terminate your account for breach.

9. Termination

We or you may terminate this Agreement in accordance with our Terms. On termination, you remain responsible for outstanding orders, refunds, and chargebacks. You must not use the platform for sales after termination except to complete or resolve existing orders.

10. Contact

For questions about this Agreement, contact us via the details on our website.