Seller Terms & Conditions

Effective Date: January 8, 2026 Last Updated: January 8, 2026

These Seller Terms & Conditions (“Terms”) govern the relationship between registered sellers (“Seller(s)”) and Pixgen General Trading LLC, operating the Mine Live Marketplace (“Platform”). By registering as a Seller, you agree to comply with these Terms, the Buyer Terms & Conditions, and all applicable UAE laws and regulations. For quick answers written in simple language, please visit our Seller FAQ inside the app or on our website.

1. DEFINITIONS

For purposes of these Terms:

• “Platform” means the Mine Live Marketplace, including its website, mobile application(s), and related services.
• “Seller” means a UAE-licensed business or individual entrepreneur registered and approved to sell on the Platform.
• “Customer” means any end user purchasing products from Sellers through the Platform.
• “Buyer” has the same meaning as “Customer.”
• “Order” means a confirmed purchase of products by a Customer via the Platform.
• “Product(s)” means any physical goods listed by Sellers for sale on the Platform.
• “Payout” means the transfer of sales proceeds to Sellers after deduction of applicable fees, refunds, and other adjustments.
• “MineFlow” means the Platform’s order-consolidation process that automatically groups all of a Buyer’s unpaid purchases from the same Seller into a single invoice to minimize multiple shipping fees and simplify checkout.
• “MineCycle” means the Platform’s scheduled billing system that automatically executes payment for consolidated invoices at fixed cut-off times (Monday and Thursday at 11:59 PM UAE time).
• “UAE Laws” includes all applicable federal and emirate-level laws and regulations.

2. SELLER ELIGIBILITY & REGISTRATION

2.1 Eligibility Requirements

To become a registered Seller on the Platform, you must meet the following requirements:

• a. Legal Entity or Licensed Individual – You must hold a valid and current UAE trade license or other legally recognized commercial permit issued by the competent UAE authority, permitting you to sell the products you list.
• b. Minimum Age – You must be at least 18 years old and have the legal capacity to enter into binding agreements under UAE law.
• c. Bank Account – You must have an active bank account in your name (for individual sellers) or in the name of your registered business (for business sellers) within the UAE, capable of receiving AED payments.
• d. Tax Registration – If applicable, you must hold a valid UAE Tax Registration Number (TRN) and comply with all UAE VAT requirements.
• e. Product Compliance – All products offered must comply with UAE laws and regulations, including import/export restrictions, health and safety standards, and intellectual property rights.
• f. UAE-Only Sellers – Only sellers with a valid UAE trade license are permitted on the Platform. Foreign or non-UAE sellers are not eligible.
• g. Physical Goods Only – The Platform is limited to the sale of physical goods. Services and digital goods (including software, apps, subscriptions, or online content) are not permitted.

2.2 Registration & Verification Process

• a. Account Application – You must complete the seller registration form available on the Platform, providing accurate and complete information, including business details, trade license copy, Emirates ID of the authorized signatory, and bank account details.
• b. Identity & Document Verification – The Platform will verify your submitted documents through internal checks and, where necessary, through third-party verification providers.
• c. Approval or Rejection – The Platform reserves the right, at its sole discretion, to approve or reject any seller application without obligation to provide reasons, provided such decision is lawful under UAE regulations.
• d. Ongoing Compliance Checks – The Platform may, at any time, request updated documents or information to confirm your continued eligibility. Failure to provide such information within the requested timeframe may result in account suspension or termination.
• e. Stripe Verification - As part of Seller onboarding, the Platform utilizes Stripe Connect Express for identity and payment verification. Sellers must complete all required KYC (Know Your Customer) steps, including submission of trade license, Emirates ID, and bank account details. Stripe may request additional information to verify identity or prevent fraud, and failure to comply may result in suspension or delay of payouts.

2.3 Agreement to Platform Rules & UAE Laws

• a. Binding Agreement – By registering as a Seller, you agree to be bound by these Terms, Platform policies, and all applicable UAE laws and regulations, including but not limited to:
  • Federal Decree-Law No. 14 of 2023 on E-Commerce and Digital Transactions
  • Federal Decree-Law No. 15 of 2020 (Consumer Protection Law)
  • Federal Decree-Law No. 36 of 2021 (Trademarks Law)
  • Cabinet Decision No. 52 of 2017 (VAT Law Implementation)
• b. App Store Compliance – You acknowledge that your use of the Platform is also subject to the rules and guidelines of the Apple App Store and Google Play Store, and you agree not to engage in any activity that would cause the Platform to violate such policies.
• c. Truthful Information – You represent and warrant that all information provided during registration and throughout your use of the Platform is true, accurate, and up to date. Supplying false or misleading information may result in immediate account termination and possible legal action.

3. PRODUCT LISTINGS & AUTHENTICITY

3.1 Prohibited Items

• a. Counterfeit & Infringing Goods – You may not list, promote, or sell any counterfeit products, imitation goods, or items that infringe on intellectual property rights, including trademarks, copyrights, patents, and design rights.
• b. Illegal or Restricted Items – You may not list or sell any products prohibited under UAE laws or regulations, including but not limited to:
  • Items banned under UAE Federal Law (e.g., narcotics, pornography, gambling materials, products inciting hatred or violence)
  • Items restricted without proper authorization (e.g., medical devices, certain electronics, cosmetics without ESMA/MOHAP approvals)
  • Products violating import/export regulations
• c. Platform-Prohibited Items – In addition to UAE laws, the Platform may prohibit certain categories of products to comply with Apple App Store, Google Play Store, and internal safety policies.

3.2 Authenticity & Authorization

• a. Genuine Products Only – All products listed must be original, authentic, and sourced from legitimate suppliers.
• b. Authorized Distribution – If you are not the manufacturer, you must be an authorized reseller, distributor, or licensee of the product. The Platform may request proof of purchase, authorization letters, or supply chain documentation at any time.
• c. No Misrepresentation – You must not misrepresent the origin, brand, or quality of any product.

3.3 Accuracy of Listings

• a. Product Descriptions – All product titles, descriptions, specifications, and pricing must be truthful, accurate, and not misleading.
• b. Images & Media – Product images and videos must accurately reflect the actual product being sold. Use of stock images is permitted only when it truthfully represents the product and does not infringe third-party rights.
• c. Pricing Accuracy – Listed prices must be in AED and must match the final checkout price (inclusive of applicable VAT or fees, if applicable).
• d. Accurate Specifications – During product registration, Sellers must enter accurate packaged weight (in grams) and dimensions (in centimeters) for each Product. This information is used by the Platform to calculate shipping fees and facilitate fulfillment through integrated courier partners. Providing false or incomplete data may lead to incorrect shipping charges, which will be adjusted against the Seller’s payout if discrepancies occur.

3.4 Seller Obligations for Compliance

• a. Product Liability – Sellers remain responsible for ensuring that all products comply with applicable UAE health, safety, labeling, and quality standards. Sellers are also liable for defective or non-compliant products under UAE law.
• b. Product Recalls – Sellers must cooperate with the Platform and relevant UAE authorities in the event of a product recall, including immediate removal of listings and providing necessary information to affected Customers.
• c. Cross-Border Shipments – For international orders, Sellers must ensure their products are permitted for export under UAE law and eligible for import in the buyer’s country. Sellers must provide accurate documentation (e.g., invoices, HS codes, permits) to facilitate customs clearance.

3.5 Consequences of Non-Compliance

• a. Immediate Action – The Platform may remove any non-compliant product listing without prior notice.
• b. Account Measures – Sellers found to be listing counterfeit, prohibited, or misrepresented products may face account suspension, termination, and withholding of any pending payouts.
• c. Legal Action – The Platform reserves the right to report violations to relevant UAE authorities and take legal action for damages, including recovery of investigation costs.
• d. App Store/Google Play Compliance – Any breach of these authenticity requirements that risks the Platform’s compliance with Apple or Google policies will be treated as a serious violation.

4. PROHIBITED ITEMS & ACTIVITIES

4.1 Illegal or Restricted Products

Sellers must not list, sell, or promote any items that are illegal, counterfeit, stolen, or otherwise prohibited under UAE law. This includes, but is not limited to:

• Controlled substances, narcotics, or drug paraphernalia
• Weapons, ammunition, explosives, or related materials
• Pirated media or unauthorized copies of software, books, or content
• Unsafe or banned products, including items recalled by regulatory authorities
• Culturally offensive or inappropriate items (e.g., materials inciting hatred, pornography, religiously sensitive products) For cross-border orders, Sellers must also ensure that their products are not prohibited in the destination country and that all applicable import restrictions are observed.

4.2 Intellectual Property Infringement

Sellers must not list items that infringe the intellectual property rights of third parties, including copyrighted, trademarked, or patented products.

4.3 Prohibited Selling Practices

Sellers must not engage in any of the following practices:

• Price manipulation, false discounting, or misleading promotions
• Spamming, unauthorized marketing, or unsolicited communications
• Fake or incentivized reviews
• Misrepresentation of stock availability
• Any activity intended to deceive Customers or disrupt fair marketplace operations

Sellers must also avoid engaging in practices that would expose the Platform to regulatory penalties under UAE Consumer Protection Law, such as failing to honor advertised promotions or concealing fees.

4.4 High-Risk and Prohibited Categories

Jewellery made of gold, silver, or diamonds may be listed only if it complies with UAE hallmarking and consumer protection requirements. Sellers must provide proof of authenticity, hallmarking, and certification when requested by the Platform. The sale of investment-grade bullion, bars, coins, or unprocessed precious metals and gemstones is strictly prohibited unless the Seller holds the appropriate regulatory approvals and licenses issued by the UAE Securities & Commodities Authority or other competent authorities.

• Financial instruments, negotiable documents, securities, or payment cards
• Perishable goods requiring temperature-controlled storage, unless expressly approved by the Platform
• Items subject to UAE dual-use export controls (military or security applications)

4.5 Platform Enforcement

The Platform reserves the right to remove listings, suspend or terminate Seller accounts, and withhold payouts in cases of violation. Serious breaches may be reported to the relevant UAE authorities for investigation and enforcement.

5. FULFILLMENT, SHIPPING & DELIVERY

5.1 Platform-Managed Shipping

All shipments will be arranged and dispatched through the Platform’s integrated courier network as part of the full-service process. Sellers must cooperate fully with the fulfillment and pickup procedures established by the Platform.

5.2 Consolidated Checkout & Shipping Cut-Offs

To streamline logistics and reduce repeated shipping fees for Buyers, the Platform operates on a consolidated checkout model. Orders from the same Seller are grouped into a single shipment, with checkout cycles closing every Monday and Thursday at 11:59 PM Gulf Standard Time (GST, UTC+4). The system automatically processes the payment either by automatic card charge or confirmed cash-on-delivery, according to the Buyer’s selected payment method. Buyers may also choose to check out earlier at their discretion. Items purchased during live streams are considered final and binding, and cannot be removed from the Buyer’s cart prior to checkout; cancellations must follow the Platform’s return policy. Sellers should note that fulfillment timelines and payout eligibility are based on these checkout cycles, not on the individual purchase timestamp during the live stream.

5.3 Seller’s Packing Responsibility

Sellers are responsible for ensuring that all items are securely and appropriately packaged to prevent damage during transit. Packaging must comply with the Platform’s packaging guidelines and any applicable UAE shipping and safety regulations.

Sellers must also provide any necessary supporting documents (e.g., invoices, HS codes, certificates, permits) required for customs clearance when shipping cross-border.

5.4 Pickup Scheduling Compliance

After a confirmed sale, the Seller must print the airway bill (AWB), properly pack the goods, and schedule the pickup through the Platform’s system. The Seller must ensure that the shipment is ready for collection at the scheduled time and date. Failure to comply with pickup requirements may result in delays, order cancellations, or penalties as per Platform policy.

5.5 Accurate Fulfillment

Sellers must ensure that the correct items, quantities, and product specifications are shipped as per the Customer’s order. Mis-shipped, incomplete, or incorrect orders may result in additional costs to the Seller and potential account penalties.

5.6 Lost or Damaged Shipments

In cases of loss or damage during transit, the Platform will coordinate with the courier for investigation. If damage or loss is determined to be due to improper or inadequate packaging by the Seller, the Seller will be held financially responsible.

5.7 Compliance with Shipping Regulations

Sellers must ensure their products are eligible for shipment under UAE laws, customs regulations, and any specific restrictions applicable to the product category. For international shipments, Sellers must cooperate with Customers on shipping concerns, including providing assistance in tracking, customs queries, and product clearance. Sellers shall ensure that products are packaged, labeled, and documented in compliance with the requirements of both UAE export regulations and the destination country’s import rules.

5.8 Allocation of Duties & Taxes

Unless otherwise specified in the Buyer Terms & Conditions, Customers shall be responsible for paying customs duties, VAT, and other import-related charges in their own country. Sellers must clearly disclose this obligation to Customers where applicable.

5.9 Shipping Data & Courier Adjustments

Sellers must provide accurate packaged weight (in grams) and dimensions (in centimeters) for each Product during product registration, as these details are used to calculate the shipping fee charged to the Buyer at checkout. To simplify this process, the Platform provides a packaging size guide (Small, Medium, Large) with preset limits. Sellers may select a preset or enter actual measurements but remain fully responsible for accuracy. If the courier determines that the actual or volumetric weight exceeds the declared values, any resulting difference in shipping cost will be charged to the Seller’s account or deducted from future payouts, since the Buyer cannot be recharged after checkout. Repeated discrepancies or inaccurate data may lead to penalties, listing suspension, or account action. Sellers must also comply with all labeling, documentation, and declaration requirements for hazardous or restricted goods under UAE law.

6. RETURNS, REFUNDS & CUSTOMER SERVICE

6.1 Return & Refund Compliance

Sellers must comply with the Platform’s return and refund policies as well as all applicable UAE consumer protection laws. This includes honoring valid Customer requests for returns, exchanges, or refunds within the legally required timeframe. Customers are entitled to a minimum of fourteen (14) calendar days from receipt of the Product to request a return or refund, in accordance with UAE Consumer Protection Law, unless a specific exception applies (e.g., hygiene-sensitive goods, customized products).

6.2 Preloved / Used Items

Some items sold on the Platform may be preloved, used, or second-hand. Sellers must provide accurate descriptions of the item’s condition, including any defects, wear, or signs of use. Customers are expected to review these descriptions carefully and exercise reasonable expectations before making a purchase. Returns for preloved items may be limited to cases where the item materially differs from the Seller’s description.

6.3 Condition of Returned Products

Returned items must be in their original condition, unused (unless used as described), and with all packaging, labels, and accessories intact, unless the return is due to a defect or misrepresentation by the Seller.

6.4 Customer Service Standards

Sellers are expected to provide prompt, professional, and courteous responses to all Customer inquiries, complaints, and issues. Sellers must respond to all Customer inquiries within twenty-four (24) hours and must provide courteous, accurate, and complete information. Sellers must also cooperate fully with the Platform’s customer support team when escalations occur, and must provide all requested documents (invoices, product specifications, warranties, etc.) within a reasonable timeframe.

6.5 Dispute Resolution

In the event of a disagreement between a Customer and a Seller, the Seller must cooperate fully with the Platform’s dispute resolution process. The Platform may intervene to mediate, investigate, or make a final determination on the resolution of the dispute. Where disputes cannot be resolved internally, Customers retain the right to escalate complaints to the UAE Ministry of Economy (Consumer Protection Department) as per applicable law.

6.6 Refund Execution

Refunds approved through the Platform will be processed according to the Platform’s payout and payment policies. Any costs associated with returns or refunds, unless otherwise specified, may be deducted from the Seller’s account or payout. All refunds are processed through Stripe on behalf of the Platform. Where applicable, Stripe may temporarily withhold or reverse funds from the Seller’s balance to facilitate refunds, chargebacks, or disputes, in accordance with Stripe’s policies. The Platform shall not be responsible for delays or reversals initiated by Stripe or its banking partners.

6.7 Prohibited Practices

Sellers must not engage in practices that mislead Customers regarding returns, refunds, or product conditions. Any violation may result in penalties, including suspension or termination of the Seller account.

7. FEES, PAYMENTS & PAYOUTS

7.1 Platform Fees & Commissions

The Platform charges Sellers a commission of twelve point five percent (12.5%) on the net sales price of each completed order, exclusive of VAT and any applicable taxes. This commission rate is subject to change, and any adjustments will be communicated to Sellers in advance. All fees are automatically deducted from the Seller’s payout.

7.2 Payouts

Payouts and financial settlements are processed via Stripe Connect Express, a third-party payment service provider. By registering as a Seller, you acknowledge and agree to be bound by Stripe’s Connected Account Agreement, available at https://stripe.com/connect-account/legal.

7.3 Payment Currency

All transactions on the Platform are processed in UAE Dirhams (AED). Payouts will be made in AED to the Seller’s designated UAE bank account unless otherwise agreed in writing.

7.4 Financial Regulation Compliance

All transactions and payouts must comply with UAE Central Bank regulations, anti-money laundering (AML) laws, and any other applicable financial legislation. Sellers may be required to provide additional identification or documentation to satisfy Know Your Customer (KYC) requirements.

7.5 Standard Holding Period

Payouts of funds due to Sellers shall be released seven (7) calendar days following the confirmed delivery of the relevant Order to the Customer. This holding period is intended to account for possible returns, cancellations, disputes, and to ensure compliance with applicable laws and payment processor requirements. All Seller funds are held by Stripe until released as per the Platform’s payout schedule. The Platform does not at any time hold or control Seller funds.

7.6 New Seller Holding Period

For newly onboarded Sellers, funds from each completed Order shall be subject to a holding period of twenty-one (21) calendar days following confirmed delivery. This extended holding period shall apply until the Seller has successfully fulfilled a minimum of ten (10) Orders or completed ninety (90) days of active selling on the Platform, whichever occurs first.

7.7 Established Seller Payout Cycle

Upon completion of the probation period under Clause 7.5, Sellers shall be transitioned to the standard payout cycle. Payouts to Established Sellers shall be processed on a rolling weekly basis, with funds released seven (7) days after confirmed delivery of Orders. The Platform reserves the right to offer more frequent payout schedules to Sellers with demonstrated reliability, volume, and compliance history.

7.8 Returns, Refunds, and Disputes

In the event of a dispute, refund, or chargeback, initiated within the applicable return period, Stripe may offset or deduct the relevant amount from the Seller’s Stripe balance or from future payouts. Sellers authorize Stripe and the Platform to perform such adjustments automatically. Any chargeback fees, penalties, or bank fees imposed by payment processors in connection with such disputes shall be the responsibility of the Seller.

7.9 Early Payout Option

Subject to Platform approval, Sellers may request expedited payouts of eligible balances within two (2) to three (3) business days after confirmed delivery. An administrative fee, not exceeding one percent (1%) of the transaction value, may be charged for such early payout requests. Approval of early payout requests shall be at the sole discretion of the Platform.

7.10 Payment Processor Settlement

Sellers acknowledge that the actual transfer of funds to their designated bank account is subject to settlement timelines of third-party payment service providers, including Stripe, and Buy Now, Pay Later (BNPL) partners integrated with the Platform. Settlement timing is dependent on Stripe’s internal processing and banking network timelines, which may extend beyond the Platform’s standard release window. The Platform shall not be liable for delays caused by banking networks, intermediary financial institutions, or Stripe’s internal compliance reviews.

7.11 Deductions & Adjustments

The Platform may deduct amounts from payouts to cover refunds, returns, chargebacks, penalties, or other amounts owed to the Platform under these Terms.

7.12 Transparency and Records

All payout schedules, pending balances, and transaction histories shall be made available to Sellers through the Seller Dashboard. Sellers are responsible for ensuring that their bank account details are accurate and up to date. The Platform shall not be liable for delays or failed payouts arising from incorrect Seller information.

8. MINEFLOW & MINECYCLE (UNIFIED BILLING SYSTEM)

8.1 How It Works

Mine Live Marketplace operates a proprietary unified billing system, internally developed and exclusive to the Platform, known as MineFlow and MineCycle. MineCycle was designed primarily to benefit Sellers by creating a predictable payment cycle, reducing unnecessary small transactions, and addressing Buyer frustration from paying multiple or excessive shipping fees. By consolidating orders per Seller (MineFlow), the Platform not only simplifies the flow of fulfillment but also encourages higher Buyer carts, as customers are more likely to add items to take advantage of a single shipping fee.

During each billing cycle, all Buyer purchases from the same Seller are grouped into one invoice. The Platform automatically executes Buyer payments at two scheduled cut-off times each week — Monday and Thursday at 11:59 PM (UAE time). Payments are processed securely through Stripe Connect, the Platform’s integrated payment processor.

8.2 Seller Authorization

By participating on the Platform, Sellers expressly authorize Mine Live Marketplace to consolidate Buyer payments under this system and to collect and remit funds on their behalf in accordance with the payout schedule. Amounts due are calculated net of Platform commissions, applicable VAT, refunds, and service fees.

8.3 Fairness & Predictability

The MineFlow and MineCycle structure ensures faster order settlement, reduces redundant payment events, and provides Sellers with a clear, recurring payment cycle. It supports operational planning and inventory management by aligning payment timing with fulfillment performance.

8.4 Effect of Cut-Offs

Buyer payments captured through MineCycle are considered final and binding once executed. Sellers must ensure all confirmed orders are fulfilled promptly upon payment confirmation and in compliance with the Platform’s delivery and quality standards.

9. TAXES & VAT

9.1 Seller Tax Responsibility

Sellers are fully responsible for complying with all applicable tax laws in the UAE, including VAT registration, reporting, and payment obligations. Providing accurate tax information during onboarding, such as a valid TRN (Tax Registration Number) if registered for VAT, is mandatory.

9.2 Platform VAT Obligations

The Platform is VAT registered and will charge 5% VAT on its own commissions and service fees in accordance with UAE Federal Tax Authority requirements. Fees and invoices will reflect the applicable VAT.

9.3 Product Sales and VAT

• a. VAT-Registered Sellers – Sellers who are VAT registered must ensure that all product prices displayed on the Platform are inclusive of VAT, in compliance with UAE Federal Tax Authority requirements. The Platform will facilitate VAT collection at checkout and provide VAT-compliant invoices to Customers. Sellers remain solely responsible for reporting and remitting collected VAT to the FTA.
• b. Non-VAT Sellers – Sellers who are not VAT registered must not charge or display VAT on their product prices. Their listed prices will be treated as final sale prices, without VAT, until such time as they become VAT registered.

9.4 Documentation & Compliance

The Platform may request Sellers to provide proof of VAT registration, invoices, or other documentation to comply with UAE tax regulations. Failure to comply may result in withholding of payouts, account suspension, or other enforcement actions.

9.5 Updates to Tax Law

The Platform may update this section to reflect changes in UAE tax law or FTA guidance. Sellers will be notified of significant updates and are expected to remain compliant at all times.

9.6 International Orders

For cross-border shipments, Customers are responsible for paying any import duties, customs charges, or taxes applicable in their country of residence. Sellers must disclose this responsibility clearly in their product listings where relevant. The Platform shall not be liable for any foreign tax obligations incurred by Sellers or Customers outside the UAE.

10. INTELLECTUAL PROPERTY

10.1 Ownership Warranty

Sellers warrant that they own, or otherwise have the necessary rights or permissions to use, any content they upload to the Platform. This includes, but is not limited to, product images, videos, descriptions, logos, trademarks, brand names, and promotional materials.

10.2 License to Platform

By uploading content, Sellers grant the Platform a non-exclusive, royalty-free, worldwide license to use, display, reproduce, modify, distribute, and promote the content on the Platform and in related marketing materials. This license is intended to help both the Platform and the Seller showcase and promote the Seller’s products, increase visibility, and improve the overall marketplace experience, in accordance with applicable laws and regulations.

10.3 Responsibility for Infringement

Sellers are fully responsible for any claims, losses, or damages resulting from the use of content that infringes on third-party intellectual property rights. The Platform may remove or restrict content suspected of infringement and may take action against Sellers in accordance with these Terms & Conditions.

10.4 Promotional Use

The Platform may feature Seller content in promotions, advertisements, social media campaigns, or other marketing initiatives, always respecting the Seller’s rights as outlined in this section.

10.5 IP Enforcement & Takedowns

The Platform may remove listings or content upon receiving complaints or evidence of IP infringement. Sellers will be notified of the takedown and may submit proof of authorization or ownership. If a Seller believes content was wrongfully removed, they may submit a counter-notice with supporting evidence. The Platform will review the submission in line with UAE Trademarks Law (Federal Decree-Law No. 36 of 2021) and Copyright Law.

10.6 Cooperation with Authorities

Sellers agree to cooperate with the Platform and UAE authorities in investigations relating to counterfeit or infringing goods, including providing supply chain documentation, purchase invoices, and certificates of authenticity when requested.

11. SELLER PERFORMANCE & METRICS

Introduction

The Platform regularly reviews Seller performance metrics to ensure Customer satisfaction, maintain marketplace integrity, and uphold consistent quality standards. These reviews are designed not only to safeguard the Platform but also to support Sellers in identifying opportunities for improvement, enhancing operational efficiency, and achieving sustainable, long-term growth.

11.1 Performance Standards

Sellers are expected to maintain defined performance metrics, including:

• Timely order fulfillment and on-time shipment of goods
• Accurate product listings and descriptions
• Responsiveness to Customer inquiries within required timelines
• Low cancellation rates and minimal Customer complaints Specific standards, such as maximum shipping times, minimum response rates, and order cancellation limits, will be communicated by the Platform.

11.2 Monitoring & Evaluation

The Platform may monitor Seller activity and metrics to evaluate performance trends. This may include order processing times, refund/return handling, dispute resolution efficiency, and Customer feedback ratings.

11.3 Seller Support & Growth

The Platform aims to help Sellers scale and grow their business by providing insights, analytics, training materials, and tutorials. Sellers may receive guidance on optimizing listings, improving operational efficiency, and enhancing Customer engagement.

11.4 Enforcement Measures

Failure to meet minimum performance standards may result in penalties, including temporary suspension of listings, reduced visibility in search results, withholding of payouts, or account suspension. The Platform reserves the right to implement tiered penalties proportionate to the severity and recurrence of performance issues.

11.5 Appeal Rights

Sellers have the right to appeal performance-related actions by submitting evidence or corrective action plans within seven (7) calendar days of notification. The Platform will review appeals in good faith and make a final determination.

11.6 Right to Update Standards

The Platform reserves the right to update performance metrics from time to time to enhance the marketplace experience or comply with regulatory requirements. Sellers will be notified of any significant changes.

12. REVIEWS & FEEDBACK

12.1 Fair and Constructive Reviews

Customers may leave reviews and ratings for products and services purchased through the Platform. Reviews should reflect genuine Customer experiences and provide accurate feedback on the transaction.

12.2 Prohibited Content in Reviews

Sellers must not attempt to manipulate reviews, post false feedback, or otherwise interfere with the integrity of the review system. Reviews containing defamation, harassment, spam, obscenity, or illegal content are strictly prohibited.

12.3 Seller Responses

Sellers may respond to Customer reviews in a professional and factual manner. All Seller responses must be courteous, avoid retaliatory language, and comply with UAE laws (including cybercrime and defamation laws), Platform policies, and app store guidelines.

12.4 Platform Monitoring

The Platform reserves the right to monitor, remove, or flag reviews that violate these Terms & Conditions, applicable laws, or Platform policies.

12.5 Dispute Handling

In cases of disputes arising from reviews, the Platform may mediate between Sellers and Customers and take appropriate actions, including content removal or account restrictions, to ensure compliance and maintain trust on the Platform. Where reviews are alleged to be defamatory or misleading, the Platform will allow the affected Seller to request investigation and provide supporting evidence. The Platform will act in accordance with UAE law in determining whether to remove or retain such content.

13. ADVERTISING & PROMOTIONS

13.1 Compliance with Laws

Sellers must ensure that all advertising, promotions, discounts, or special offers comply with UAE laws, consumer protection regulations, and Platform policies.

13.2 Accuracy of Marketing Claims

All marketing claims, including product features, pricing, and promotional offers, must be truthful, accurate, and not misleading.

13.3 Prohibited Practices

Sellers must not engage in:

• Spam or unsolicited advertising
• False or exaggerated claims
• Manipulative or deceptive marketing practices
• Use of promotions to conceal actual pricing or fees

13.4 Discount Transparency

When offering discounts, Sellers must comply with UAE laws requiring transparency in pricing. Any advertised discount must be based on the genuine previous price of the item. Sellers must be able to provide proof of the previous price to the Platform upon request.

13.5 Cross-Border Advertising

For international orders, Sellers must ensure that their advertising and promotional materials comply not only with UAE law but also with the advertising standards and restrictions of the destination country.

13.6 Platform Enforcement

The Platform reserves the right to remove or modify promotional content that violates these rules, and to suspend or terminate Seller accounts engaging in repeated violations.

14. SANCTIONS & EXPORT CONTROLS

14.1 Compliance with Laws

Sellers must comply with all applicable UAE and international sanctions, export, and import laws when listing products for sale outside the UAE.

14.2 Shipment Handling

The Platform facilitates cross-border shipments through partner couriers. Sellers must ensure their products are legally permitted for export from the UAE and are properly classified for customs purposes. Sellers must not attempt to export products that are subject to UAE restrictions under Cabinet Decision No. 29 of 2019 (Export Control Law) or other applicable regulations governing dual-use items, military goods, or strategic commodities.

14.3 Buyer Responsibility

Customers are responsible for checking and complying with all applicable rules, regulations, taxes, customs duties, and import requirements in their country of residence. Sellers are not liable for any delays, seizures, or additional charges incurred during cross-border shipments.

14.4 Platform Limitation of Liability

The Platform provides the service for cross-border sales and coordinates shipping but is not responsible for legal, regulatory, or financial obligations arising from the buyer’s country. Sellers remain responsible for ensuring that their listings comply with UAE export regulations.

14.5 Restricted Destinations

Sellers may not ship to countries, regions, or individuals subject to sanctions or restrictions under UAE law, United Nations Security Council sanctions, or other international sanction regimes recognized by the UAE.

15. TERMINATION & GOVERNING LAW

15.1 Termination by Platform

The Platform reserves the right to suspend or terminate a Seller’s account at its discretion for violations of these Terms & Conditions, illegal activity, non-compliance with UAE laws, or repeated poor performance. Where possible, advance notice will be provided before suspension or termination, unless immediate action is required to protect Customers, comply with legal obligations, or prevent fraud.

15.2 Effects of Termination

Upon termination, the Seller’s access to the Platform will be revoked. Pending payouts, obligations, and any liabilities accrued prior to termination remain enforceable.

15.3 Seller-Initiated Termination

Sellers may close their account by providing notice to the Platform. Any outstanding obligations, including pending orders or financial settlements, must be fulfilled prior to account closure.

15.4 Post-Termination Obligations

Sellers remain responsible for compliance with applicable laws regarding records, taxes, intellectual property, and other legal requirements, even after termination.

15.5 Dispute Resolution & Governing Laws

• a. Governing Law – These Terms & Conditions are governed by and construed in accordance with the laws of Abu Dhabi, United Arab Emirates.
• b. Resolution of Disputes – Any dispute arising out of or in connection with these Terms shall first be resolved amicably.
• c. Platform Authority – The Platform may mediate disputes between Sellers and Customers and make final determinations in accordance with these Terms & Conditions.
• d. Arbitration – Failing such resolution, the matter shall be referred to arbitration under the Abu Dhabi Commercial Conciliation and Arbitration Centre (ADCCAC), conducted in English before one arbitrator, with Abu Dhabi as the seat of arbitration. The arbitration shall be confidential and final. Only if arbitration is not enforceable or not applicable under UAE law shall the matter fall under the exclusive jurisdiction of the competent Abu Dhabi courts.

15.6 Consumer Protection Authority

Sellers acknowledge that Customers retain the right to escalate complaints to the UAE Ministry of Economy (Consumer Protection Department), in accordance with Federal Decree-Law No. 15 of 2020 (Consumer Protection Law).

15.7 App Store Compliance

Where the Platform operates through mobile applications, the Platform must comply with Apple App Store and Google Play Store requirements. Sellers acknowledge that failure to comply with these Terms in a way that jeopardizes app store compliance may result in account suspension or termination.

16. DATA PROTECTION & COMPLIANCE

16.1 Compliance with UAE Data Protection Law

Sellers must comply with Federal Decree-Law No. 45 of 2021 on the Protection of Personal Data (PDPL) and all related implementing regulations when processing Customer information.

16.2 Use of Customer Data

Sellers may only use Customer personal data (such as name, address, contact details) for the purpose of fulfilling and delivering Orders. Customer data must not be used for unsolicited marketing, unauthorized sharing, or any purpose outside the scope of the transaction without the Customer’s explicit consent.

16.3 Data Security

Sellers must take all reasonable measures to keep Customer information secure, prevent unauthorized access, and protect data against loss, misuse, or disclosure.

16.4 Platform’s Role

The Platform acts as a data controller for Customer information collected during transactions and may provide limited data to Sellers as necessary to complete Orders. Sellers act as independent data controllers for data in their possession and are fully responsible for compliance with applicable laws.

16.5 International Transfers

Sellers must not transfer Customer data outside the UAE except in compliance with PDPL requirements and only where adequate safeguards are in place.

16.6 App Store & Platform Privacy Policies

Sellers acknowledge that the Platform must comply with Apple App Store and Google Play Store privacy rules. Any Seller activity that breaches these obligations (e.g., misuse of data, tracking without consent) is a violation of these Terms.

16.7 Breach Notification

In the event of a data breach affecting Customer information, Sellers must immediately notify the Platform and cooperate fully in investigating, mitigating, and reporting the breach in accordance with UAE PDPL requirements.

17. MISCELLANEOUS PROVISIONS

17.1 Updates to Terms

The Platform may amend or update these Terms & Conditions from time to time to reflect changes in law, regulatory guidance, or business operations. Sellers will be notified in advance of any material changes. Continued use of the Platform after notification constitutes acceptance of the updated Terms.

17.2 Entire Agreement

These Terms & Conditions, together with the Buyer Terms & Conditions and the General Terms & Conditions, constitute the entire agreement between the Platform and the Seller and supersede any prior agreements or understandings.

17.3 Notices

Any notices or communications required under these Terms shall be provided electronically via the Seller Dashboard or to the Seller’s registered email address.

17.4 Severability

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

17.5 Limitation of Liability

To the maximum extent permitted by law, the Platform’s liability to Sellers shall be limited to direct damages up to the total commission fees collected from that Seller in the preceding three (3) months.

17.6 Force Majeure

The Platform shall not be liable for delays or failures in performance caused by events beyond its reasonable control, including but not limited to natural disasters, government actions, labor disputes, internet outages, or disruptions in payment processing.

17.7 Assignment

Sellers may not assign or transfer their rights or obligations under these Terms without prior written consent from the Platform. The Platform may assign its rights and obligations to an affiliate or successor entity without restriction.

17.8 Survival

Any provisions of these Terms that, by their nature, should survive termination (including but not limited to clauses on payouts, taxes, intellectual property, disputes, and data protection) shall remain in effect after termination of the Seller’s account.

17.9 Third-Party Payment Processors

The Platform uses third-party providers, including Stripe Connect and Buy Now, Pay Later (BNPL) partners, to facilitate payments and payouts. The Platform shall not be liable for any delay, loss, or failure in payment arising from the actions or omissions of such third parties. Sellers agree that all transactions are subject to the respective provider’s terms of service. The Platform’s payment processing is used solely for the sale and purchase of physical goods, and complies with applicable Apple App Store and Google Play Store guidelines for the use of external payment systems (e.g., Stripe Connect, BNPL partners).