Sellers Terms & Conditions

MAVENOAK EXPRESS 

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www.mavenoakexpress.in 

VENDOR TERMS & CONDITIONS AGREEMENT 

Effective Date	28 March 2026
Platform	Mavenoak Express (mavenoakexpress.in)
Governing Law	Laws of India (including IT Act 2000, Consumer Protection Act 2019, GST Act)

PREAMBLE 

This Vendor Terms and Conditions Agreement (hereinafter “Agreement”) is entered into between Mavenoak Express, an e-commerce platform operating under the domain mavenoakexpress.in (hereinafter referred to as the “Company” or “Platform”), and the entity or individual registering as a seller on the Platform (hereinafter referred to as the “Vendor” or “Seller”). 

By completing the vendor registration process, clicking “I Agree”, or by listing any product on the Platform, the Vendor unconditionally and irrevocably agrees to be bound by the terms and conditions set forth herein. If the Vendor does not agree to these terms, they must not register or continue to use the Platform in any capacity. 

1. DEFINITIONS 

For the purposes of this Agreement, the following terms shall have the meanings ascribed to them: 

• “Platform” means the website mavenoakexpress.in, its mobile applications, APIs, and all related services operated by the Company. 

• “Vendor” means any individual, proprietorship, partnership, LLP, private limited company, or any other legal entity that registers and sells products through the Platform. 

• “Product(s)” means any goods, merchandise, or services listed by the Vendor for sale on the Platform. 

• “Listing” means any Product description, image, price, or content uploaded by the Vendor to the Platform. 

• “Transaction” means any purchase or sale of a Product completed through the Platform. 

• “Commission” means the fee payable by the Vendor to the Company as specified in the Fee Schedule. 

• “Customer” means any individual who purchases or attempts to purchase a Product from the Platform. 

• “Intellectual Property” means all trademarks, copyrights, patents, trade secrets, and any other proprietary rights. 

• “Settlement” means the disbursement of sale proceeds to the Vendor after applicable deductions. 

• “Force Majeure” means any event beyond the reasonable control of a party including acts of God, natural disasters, pandemics, government actions, or war. 

2. VENDOR ELIGIBILITY AND REGISTRATION 

2.1 Eligibility Criteria 

To register as a Vendor on the Platform, the applicant must: 

• Be at least 18 years of age or a legally incorporated business entity; 

• Possess a valid GSTIN (Goods and Services Tax Identification Number) where applicable under Indian law; 

• Hold a valid PAN (Permanent Account Number) issued by the Income Tax Department of India; 

• Maintain a valid and active bank account in India for settlement purposes; 

• Comply with all applicable laws, rules, and regulations governing the sale of their Products; 

• Not be on any government sanction list or prohibited from conducting commercial activities. 

2.2 Registration Process 

The Vendor shall provide accurate, complete, and up-to-date information during registration including: 

• Legal business name and trade name (if different); 

• Registered business address and operational address; 

• GSTIN, PAN, and other statutory registrations; 

• Bank account details for settlement; 

• Valid contact email address and mobile number; 

• Authorised signatory details and identity proof. 

2.3 Account Responsibility 

The Vendor is solely responsible for maintaining the confidentiality of their login credentials. Any activity conducted through the Vendor’s account shall be deemed to have been carried out by the Vendor. The Vendor must immediately notify the Company of any unauthorised access or breach of security. 

2.4 Document Verification 

The Company reserves the right to verify all documents submitted by the Vendor. False, misleading, or forged documentation will result in immediate account suspension and may attract legal action under applicable Indian laws including the Indian Penal Code and the Information Technology Act, 2000. 

3. ONBOARDING AND PRODUCT LISTING 

3.1 Approval 

Vendor onboarding is subject to the Company’s sole discretion. The Company may accept or reject any vendor application without assigning reasons. Approval of a vendor application does not guarantee approval of any particular Product listing. 

3.2 Listing Standards 

All Product Listings must comply with the following standards: 

• Product titles, descriptions, and images must be accurate, clear, and not misleading; 

• Images must be original, high-resolution, and accurately represent the Product; 

• Pricing must include all applicable taxes and must not be artificially inflated; 

• Product category selection must be accurate and relevant; 

• All mandatory attributes (size, colour, weight, material, etc.) must be correctly specified; 

• Products must not infringe any third-party Intellectual Property rights; 

• Products must carry valid and legally required certifications (BIS, FSSAI, drug licences, etc.) as applicable. 

3.3 Prohibited Products 

The Vendor shall NOT list or sell the following on the Platform: 

• Counterfeit, pirated, or unauthorised goods; 

• Narcotics, psychotropic substances, or controlled drugs; 

• Weapons, explosives, or ammunition without requisite licences; 

• Obscene, pornographic, or child-exploitative content; 

• Products that violate any applicable Indian law including the Wildlife Protection Act, Foreign Exchange Management Act, etc.; 

• Alcohol and tobacco products unless explicitly permitted in a specific category; 

• Any product banned by any Central or State Government authority; 

• Human organs, tissues, or biological materials; 

• Products making false medical, health, or safety claims. 

Violation of this clause shall result in immediate listing removal, account suspension, and forfeiture of any pending settlements. 

3.4 Listing Modifications 

The Company reserves the right to edit, remove, or delist any Product Listing at any time, without prior notice, if it does not comply with Platform policies or applicable law. 

4. PRICING, COMMISSIONS, AND PAYMENT TERMS 

4.1 Pricing 

The Vendor has full discretion to set Product prices, provided: 

• The price is inclusive of GST and any other applicable taxes; 

• The price is consistent with fair market value and does not constitute predatory pricing; 

• The Vendor does not engage in price manipulation or artificial inflation followed by discounting. 

4.2 Commission and Platform Fees 

The Company shall charge the Vendor a commission on each completed Transaction. The Commission structure is as follows: 

Category	Commission Rate	Platform Fee
Electronics & Appliances	8%	₹5 / order
Fashion & Apparel	12%	₹5 / order
Home & Kitchen	10%	₹5 / order
Books & Stationery	8%	₹5 / order
Health & Beauty	12%	₹5 / order
Sports & Outdoors	10%	₹5 / order
Other Categories	As notified	As notified

* Commission rates are subject to revision with 15 days’ prior written notice to the Vendor. 

4.3 GST on Commission 

GST at the applicable rate shall be levied on the Commission and Platform Fees charged by the Company. The Company shall issue a valid Tax Invoice to the Vendor for all such charges. 

4.4 Settlement Cycle 

The Company shall settle amounts due to the Vendor as per the following cycle: 

• Settlements shall be processed on a T+7 basis (7 business days after delivery confirmation), subject to no active dispute or return request; 

• Settlements shall be credited directly to the Vendor’s registered bank account via NEFT/RTGS/IMPS; 

• A detailed Settlement Report shall be made available in the Vendor’s dashboard; 

• The Company reserves the right to withhold settlement amounts in cases of suspected fraud, chargebacks, or violation of this Agreement. 

4.5 Deductions 

The following may be deducted from the Vendor’s settlement amount: 

• Platform Commission and applicable Platform Fees; 

• GST on the above; 

• Refunds issued to Customers due to Vendor fault; 

• Penalties levied under this Agreement; 

• Any outstanding dues payable by the Vendor to the Company. 

5. ORDER FULFILMENT AND LOGISTICS 

5.1 Fulfilment Obligation 

The Vendor is solely responsible for timely and accurate fulfilment of all accepted orders. The Vendor must: 

• Process and ship the order within the committed dispatch time (default: 2 business days unless otherwise agreed); 

• Package Products securely to prevent damage during transit; 

• Include valid tax invoices and delivery documents with each shipment; 

• Update order status and tracking details on the Platform promptly. 

5.2 Logistics 

Vendors may use Company-empanelled logistics partners or their own registered courier services. Where Company logistics are used, applicable shipping charges will be deducted from settlements or charged separately as per the logistics fee schedule. 

5.3 Non-Fulfilment 

Failure to fulfil an order without a valid reason shall result in: 

• Automatic order cancellation and full refund to the Customer; 

• Penalty deduction from the Vendor’s settlement account; 

• Negative impact on the Vendor’s seller rating; 

• Repeated non-fulfilment may lead to account suspension. 

5.4 Inventory Accuracy 

The Vendor is responsible for maintaining accurate inventory on the Platform. Acceptance of an order for an out-of-stock item shall be treated as a Vendor fault cancellation. 

6. RETURNS, REFUNDS, AND CANCELLATIONS 

6.1 Return Policy 

The Vendor must honour the Platform’s return policy, which provides Customers with a return window of 7 to 30 days depending on the product category. The Vendor agrees to: 

• Accept legitimate return requests within the specified return window; 

• Process returns in accordance with the Platform’s Standard Return Policy; 

• Inspect returned Products within 48 hours of receipt and confirm acceptance or raise a dispute; 

• Not unreasonably reject returns where the Product is defective, damaged, or not as described. 

6.2 Refund Process 

Refunds to Customers shall be processed by the Company. The corresponding amount shall be recovered from the Vendor’s settlement in cases where the return is attributable to Vendor fault, including: 

• Product delivered was defective, damaged, or different from listing; 

• Product did not match the description or images on the Platform; 

• Counterfeit or fake Product delivered; 

• Delivery not completed within the committed time. 

6.3 Cancellations 

Customer-initiated cancellations before dispatch shall be accepted without any charge to the Vendor. Vendor-initiated cancellations shall attract a penalty as specified in the Platform’s penalty policy in force from time to time. 

6.4 Dispute Resolution on Returns 

In cases of disputed returns, the Vendor may raise a dispute through the Vendor Dashboard within 72 hours of receiving the returned Product. The Company’s decision, after examining both parties’ evidence, shall be final and binding.