Seller Code of Conduct

1. Purpose of this Code

This Seller Code of Conduct ("Code") sets the operational and ethical standards that every Seller agrees to uphold while using the West Velocity platform operated by Poonthottathil Gardenz Fresh LLP (LLPIN AAZ-5387, a Startup-India-recognised LLP, DPIIT registration DIPP124938). The Code supplements — and does not replace — the Seller Terms & Conditions and Privacy Policy. Where the documents conflict, the Terms & Conditions prevail.

2. Product authenticity & quality

• Sell only genuine products from authorised sources. No counterfeits, replicas, or look-alikes of branded products you don't own or legitimately distribute.
• Match the listing exactly — model, version, year, country of origin, condition (new / refurbished / used), packaging, and included accessories must be exactly as described.
• Industrial & safety-critical goods (cutting tools, electrical equipment, marking machines, lifting gear, PPE) must meet the standards you claim (CE, ISO, IS/BIS, SASO, GOST, EAC). Test certificates and datasheets you upload must be authentic.
• Honour MOQ, lead time, and warranty exactly as published. Do not change them silently after an order is placed.
• Recall or remove any product that is found unsafe, recalled by the manufacturer, or that fails compliance.

3. Honest pricing & transparency

• One real price. Don't list at an inflated MRP and offer a fake "discount". Don't show one price on the platform and quote a different price off-platform.
• VAT/GST clarity. State whether prices are inclusive or exclusive of tax in the currency you have selected. Issue a tax invoice for every sale where applicable.
• No price gouging during shortages, emergencies, or natural disasters.
• Bulk & distributor pricing — once published, honour the tier even if individual orders combine to qualify.
• Sell-To Country gating — when you restrict price visibility to specific markets, set this honestly to reflect where you actually serve, not to manipulate what visitors see.

4. Customer service standards

• Respond to buyer enquiries within 24 business hours; aim for the same business day.
• Handle complaints courteously, even when the buyer is frustrated.
• Resolve return / refund requests within the published return window without unreasonable friction.
• Offer a fix, replacement, or refund for damaged or materially-mis-described items — don't push the buyer back to the carrier or manufacturer.
• Maintain a customer satisfaction (CSAT) rating of 4.0 / 5 or above. Sustained ratings below 3.5 trigger account review.

5. Communication & responsiveness

• Use the in-platform messaging system for buyer conversations so a record exists if a dispute arises.
• Keep the language professional. No insults, threats, profanity, hate speech, or harassment of any kind.
• Respect the buyer's preferred language wherever practical (English, Arabic, Hindi, Malayalam, Urdu).
• Don't push buyers to message you on personal WhatsApp/email purely to bypass platform commission. Sharing your supplier WhatsApp on your product page is permitted; pulling the conversation off-platform to evade fees is not.

6. Fulfilment & shipping integrity

• Pack goods to survive their journey — industrial parts in protective packaging, fragile items with cushioning, oils/chemicals in compliant containers.
• Use a tracked shipping method appropriate to the order value (always tracked for orders over USD 50 / SAR 200 / INR 4,000).
• Provide accurate tracking numbers within 24 hours of dispatch.
• For international shipping, complete export paperwork honestly. Don't misdeclare value or contents to evade duties.
• Include all promised accessories, manuals, and certificates of conformity.

7. Data & off-platform conduct

• Buyer data may be used only to fulfil that specific order and any directly related warranty work.
• Don't add buyers to a marketing list, send unsolicited promotional WhatsApp/SMS, or share their data with anyone outside your fulfilment chain.
• Don't use buyer-supplied photos, names, or testimonials in your marketing without their written permission.
• Comply with the Privacy Policy, India's DPDP Act 2023, Saudi PDPL, and any other law that applies to you.

8. Reviews & reputation

• Never create fake accounts to leave reviews on your own products or competitors' products.
• Never incentivise reviews ("leave a 5-star and I'll refund / send a gift card").
• You may politely ask satisfied buyers to share honest feedback after delivery.
• Negative reviews must be addressed by improving the product or service, not by harassing the reviewer or trying to game the system.
• Report suspected review manipulation by competitors to info@west-velocity.com.

9. Fair competition

• Compete on price, quality, service, and depth of catalogue — not by sabotaging other sellers.
• Don't copy a competitor's exact title, description, or images. Take your own photos, write your own copy.
• Don't file false IP / trademark complaints against legitimate listings to remove competitors.
• Don't misrepresent yourself as the official distributor of a brand if you are not.

10. Anti-bribery, anti-corruption & sanctions

• Comply with India's Prevention of Corruption Act, the UK Bribery Act, the US Foreign Corrupt Practices Act (FCPA), and equivalent laws.
• Do not offer or accept bribes, kickbacks, or improper payments to win orders, accelerate verification, or influence platform staff.
• Screen counterparties against UN, India MEA, OFAC, EU, and UK sanctions lists. Do not transact with sanctioned individuals or entities.
• Comply with all applicable anti-money-laundering (AML) and Know-Your-Customer (KYC) requirements.

11. Labour & sustainability

• Do not use forced labour, child labour, or trafficked labour at any tier of your supply chain.
• Pay your workers fairly and on time; respect statutory working hours and safety standards.
• Where you market a product as "eco-friendly", "biodegradable", or "carbon-neutral", be ready to substantiate the claim with credible certification.
• Dispose of hazardous materials and electronic waste lawfully.

12. Enforcement & consequences

Violations of this Code may result in any of the following, depending on severity, intent, and history:

• Warning — first or minor breach, with a 7-day cure period
• Listing removal — for the specific offending product
• Search-rank penalty — temporary visibility reduction
• Payout hold — until pending complaints are resolved
• Account suspension — for repeated or material breaches
• Permanent termination — for fraud, counterfeiting, IP infringement, or any conduct that endangers buyers
• Legal action — including referral to authorities for criminal conduct (counterfeiting, fraud, money laundering, sanctions breach)

Decisions are made by our Trust & Safety team and are subject to your right of appeal. Submit appeals within 14 days of notice to info@west-velocity.com with subject "Appeal — [Account ID]".

13. How to report a violation

If you believe another seller, a buyer, or any third party is violating this Code, please report it confidentially:

• Email: info@west-velocity.com (subject: "Code Violation Report")
• WhatsApp: +966 56 065 7898 (Saudi Arabia) · +91 95261 51069 (India)
• Founder direct: shabeer@gardenzfresh.com

We will investigate every credible report. Whistleblowers acting in good faith will not face retaliation.

Issued by: Poonthottathil Gardenz Fresh LLP (LLPIN AAZ-5387) · Registered office: Room No. 6/477Q, Rahmath Nagar, Edayur Post, Malappuram, Kerala 676552, India · DPIIT Startup India recognition DIPP124938.

By ticking the "I agree to follow the Seller Code of Conduct" box during seller registration, you commit to upholding every standard above for as long as your account is active.