These Vendor & Marketplace Rules establish the practical standards that apply to vendors and marketplace activity on ShoppingSuru. They are intended to maintain product quality, customer trust, fair marketplace conduct, and compliance with applicable law.
Vendors must provide accurate products, reliable fulfilment, honest information, and professional service. ShoppingSuru may take action against listings or accounts that violate these rules.
Vendors must complete the registration and verification process required by ShoppingSuru before selling through the marketplace.
Vendors may be required to provide accurate:
Vendors must keep their information accurate and inform ShoppingSuru of material changes.
Vendors are responsible for ensuring that product listings accurately represent the products being offered.
Product listings should contain, where applicable:
Vendors must not deliberately omit material information or provide misleading product information.
Product photographs should reasonably represent the actual product offered for sale.
Vendors must not intentionally use photographs of a substantially different product to mislead customers.
Vendors must have the right or permission to use any photographs or promotional images they upload.
Products supplied to customers should correspond materially with the listing and order.
The vendor must send the product ordered by the customer.
Size, colour, quantity, and selected variants must match the order.
Product descriptions and specifications must be materially accurate.
Products must be reasonably protected during delivery.
Vendors must not falsely represent a product as authentic, original, branded, genuine, authorized, or manufactured by a particular company.
Vendors offering branded products must have a lawful basis for selling and describing those products.
Vendors must maintain reasonably accurate stock information.
Vendors should remove or update products that are no longer available for sale.
Repeated order cancellations caused by inaccurate inventory may affect vendor performance status.
Vendors must correctly prepare and fulfil accepted ShoppingSuru orders.
Before dispatch, vendors should verify:
Customers may select an available delivery date and time slot during checkout.
Vendors must make reasonable efforts to prepare accepted orders sufficiently in advance to support the selected delivery slot.
Repeated vendor delays that cause missed scheduled deliveries may affect vendor quality status.
Vendors must use packaging reasonably appropriate for the product and normal delivery conditions.
Avoidable damage caused by poor vendor packaging may be treated as vendor fault and may result in return, replacement, refund, or applicable marketplace cost.
Vendors may receive customer information necessary to fulfil ShoppingSuru orders.
Vendors must use customer information only for legitimate:
Vendors must not sell, publish, misuse, or unnecessarily disclose customer information.
Vendors must not deliberately use ShoppingSuru customer or order information to move marketplace transactions away from ShoppingSuru.
Examples include asking a customer to cancel a ShoppingSuru order and purchase directly from the vendor through WhatsApp, Instagram, Facebook, telephone, or another channel.
Vendors must cooperate with valid returns, exchanges, replacements, warranties, and refunds according to ShoppingSuru's:
Vendor-fault issues may result in the vendor being responsible for applicable return or re-delivery costs.
Examples include:
Vendors must not manipulate customer reviews or product ratings.
Vendors must not:
Vendors may politely request genuine feedback, but must not require a positive rating.
Vendors must have the necessary rights or permission to use content they upload to ShoppingSuru.
This includes:
Vendors must not knowingly upload content that infringes another person's copyright, trademark, design, or other intellectual-property rights.
Vendors participating in promotions must provide accurate pricing and promotional information.
Vendors must not create misleading discounts by artificially inflating prices or misrepresenting the amount customers save.
Vendors must communicate professionally with customers and ShoppingSuru personnel.
Vendors must not:
ShoppingSuru does not permit vendors to list products that are:
Please see the full Prohibited Products Policy where applicable.
Some products may require licences, permits, approvals, or special handling before they may legally be sold.
ShoppingSuru may require documentation before allowing such products to be listed.
A vendor must not assume that a product is permitted simply because it is available for sale elsewhere.
The following are not permitted:
The following activities are prohibited:
ShoppingSuru aims to maintain a review system based on genuine customer experiences.
Reviews that are fake, manipulated, abusive, unlawful, private, or unrelated to the relevant transaction may be removed or restricted.
A genuine negative review will not be removed merely because a vendor disagrees with it.
Rights holders may report suspected infringement involving ShoppingSuru listings or marketplace content through:
Vendors must cooperate with legitimate intellectual-property investigations.
ShoppingSuru may review product listings before or after publication.
ShoppingSuru may:
Publication of a listing does not constitute government certification, legal approval, or an unconditional guarantee of the product.
ShoppingSuru may respond to rule violations based on the seriousness, frequency, customer impact, vendor history, evidence, and applicable law.
ShoppingSuru identifies and reviews the issue.
Where appropriate, the vendor may be informed of the issue and asked for clarification or corrective action.
ShoppingSuru may restrict or remove affected listings where necessary.
Repeated or serious violations may result in temporary vendor suspension.
Serious or repeated violations may result in termination of the vendor relationship.
ShoppingSuru may take immediate action without following every stage of the normal enforcement process where necessary.
Examples include:
ShoppingSuru may monitor vendor performance using marketplace information such as:
These factors may be used as part of ShoppingSuru's vendor quality and verification program.
ShoppingSuru may provide a Verified Vendor status to vendors who satisfy the applicable verification and performance requirements.
Verification may consider:
ShoppingSuru aims to apply its marketplace rules reasonably and consistently.
Enforcement may take into account the seriousness of the violation, the vendor's history, customer impact, available evidence, and whether the violation appears accidental or deliberate.
Marketplace rules are intended to protect customers from:
Where a cost arises because of a vendor's breach, product error, fulfilment failure, counterfeit activity, or other vendor-fault issue, ShoppingSuru may apply the relevant adjustment in accordance with the Vendor Agreement and applicable law.
This can include eligible:
Vendors must not attempt to avoid these Rules by:
Customers, vendors, rights holders, and other relevant persons may report suspected violations to ShoppingSuru.
Reports can be sent to:
Where possible, provide the relevant product, vendor, order, or listing information together with the reason for the report.
Information received through marketplace reports, vendor investigations, customer complaints, and product reviews may contain personal or confidential information.
ShoppingSuru will handle such information in accordance with its Privacy Policy and applicable law.
These Vendor & Marketplace Rules should be read together with:
ShoppingSuru may update these Rules when its marketplace categories, quality standards, technology, enforcement procedures, business practices, or legal requirements change.
The latest version will be published on this page together with the applicable policy version and effective date.
For questions, reports, or marketplace concerns:
For intellectual-property matters: legal@shoppingsuru.com
Legal review: This Vendor & Marketplace Rules document is a marketplace operational framework prepared for ShoppingSuru. It should be reviewed together with the Vendor Agreement and applicable Nepalese law before being adopted as a final contractual or enforcement document.
