INTRODUCTION
This Penalties & Account Actions Policy (“Policy”) forms part of the Seller Terms & Conditions (“Agreement”) between the Marketplace (“Platform”) and the registered seller (“Seller”). By listing products, submitting inventory, or using the Platform’s fulfilment network, the Seller agrees to comply with all terms outlined herein. The Platform may amend, update, or replace this Policy at any time, with or without prior notice.
1. Definitions
For the purposes of this Policy:
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“Account Action” means any corrective measure applied to a Seller account under Sections 2–8.
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“Violation” means any breach of Platform policies, performance standards, or applicable laws.
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“Restriction” means any temporary limitation placed on Seller activity.
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“Suspension” means temporary removal of Seller access to Platform services.
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“Termination” means permanent closure of the Seller account.
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“Seller Fault” means any error, action, or omission attributable to the Seller.
2. Warnings
2.1 The Platform may issue a written warning for minor or first time Violations, including:
- Minor policy breaches
- Low impact operational issues
- Slight drops in performance metrics
- First‑time mistakes
2.2 A warning will outline the issue and corrective steps required.
2.3 Failure to comply with corrective steps may result in further Account Actions.
3. Temporary Restrictions
3.1 The Platform may impose Restrictions when:
- Issues persist after a warning
- Performance drops significantly
- Operational concerns require temporary limitation
3.2 Restrictions may include:
- Reduced listing visibility
- Temporary pause on new listings
- Temporary pause on stock intake
- Limited access to seller tools or features
3.3 Restrictions remain in effect until the Seller resolves the underlying issue to the Platform’s satisfaction.
4. Listing Removal
4.1 The Platform may remove individual listings that:
- Contain incorrect, misleading, or deceptive information
- Violate product safety rules
- Breach the Prohibited Items Policy
- Receive repeated customer complaints
- Are expired, unsafe, or non-compliant
4.2 Listings may be reinstated only after the Seller corrects all identified issues.
4.3 The Platform may permanently remove listings at its discretion.
5. Order Freezes
5.1 The Platform may temporarily freeze order processing for a Seller if:
- There is a high rate of cancellations
- Stock accuracy cannot be verified
- Product quality concerns are raised
- A compliance investigation is underway
5.2 Order freezes prevent further customer impact while the issue is reviewed.
5.3 Frozen orders may be cancelled or refunded if necessary to protect customers.
6. Financial Penalties
6.1 Financial penalties may be applied for:
- Repeated seller‑initiated cancellations
- Sending unsafe, expired, or non-compliant goods
- Causing fulfilment delays due to incorrect stock
- Violating Platform rules resulting in customer refunds
6.2 Penalties may include:
- Refund deductions
- Chargebacks
- Administrative fees
- Reimbursement of costs incurred by the Platform
6.3 The Seller agrees to reimburse the Platform for losses arising from Seller Fault.
7. Account Suspension
7.1 The Platform may suspend a Seller account for:
- Serious policy Violations
- Repeated prohibited item listings
- Fraudulent behaviour
- Extremely high defect or cancellation rates
- Failure to respond to compliance requests
7.2 Suspensions may be temporary or permanent depending on severity.
7.3 During suspension, the Seller may not list products, submit inventory, or access Platform tools.
8. Immediate Termination
8.1 The Platform may terminate a Seller account without warning for:
- Selling illegal or dangerous items
- Intentional fraud or deception
- Abusive behaviour toward customers or staff
- Severe breaches of UK food safety or trading standards
- Any action that places customers at risk
8.2 Termination is permanent.
8.3 Terminated Sellers may not reapply or create new accounts.
9. Appeals Process
9.1 Sellers may request a review of any Account Action by contacting support within 7 days of receiving notice.
9.2 Appeals must include:
- A clear explanation of the issue
- Supporting evidence or documentation
- Steps taken to prevent recurrence
9.3 The Platform will review the appeal and respond within a reasonable timeframe.
9.4 All decisions made after review are final, unless otherwise required by law.
10. Liability & Indemnity
10.1 The Platform is not liable for losses arising from Account Actions taken under this Policy.
10.2 Sellers agree to indemnify and hold harmless the Platform against claims, damages, or costs resulting from:
- Policy Violations
- Unsafe or illegal products
- Fraudulent activity
- Seller Fault leading to customer harm or refunds
11. Amendments
11.1 The Platform may modify, revise, or update this Policy at any time.
11.2 Updates may be communicated through the Seller Dashboard, email notifications, or published directly on the Platform’s website.
11.3 Continued use of the Platform constitutes acceptance of any revised terms.
12. Acceptance of Terms
By operating as a Seller, you confirm that you have read, understood, and agreed to this Penalties & Account Actions Policy. You acknowledge that it is your responsibility to review this Policy regularly to remain informed of any changes.
V1.0 - 18 October 2026
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