Additional Supplier Policies

You agree that these policies shall form a part of the supplier agreement executed between you/ Supplier and Crown Digital Marketing (Khridi). This policy and the supplier agreement taken together will constitute the same agreement. All terms not defined herein shall have the same meaning as assigned to them under the supplier agreement. Any breach of the terms of this policy will be deemed to mean breach of the supplier agreement and in the event of any such breach, Khridi shall have the same recourse as is available under the terms of the supplier agreement.

PRICING POLICY

  1. Supplier shall offer to list the Products on the Application at a competitive price (inclusive of taxes) on the Application. Notwithstanding anything contained in this clause, Supplier authorizes Khridi in the capacity of a marketplace to discover & intimate the prevailing best price for Products for Supplier’s consideration. Fixation of sale price shall be at the sole discretion of Supplier and it shall be communicated to Khridi. Khridi shall act as a ‘Marketplace,’ under Applicable Law, and shall have no role in fixation of the sale price of the products on the Application.
  2. Supplier shall have the right to withdraw a particular Product from the Application if there is a dispute as to the price of that particular Product. All such withdrawals will take effect within twelve (12) to twenty-four (24) hours from notification to Khridi upon raising a request under supplier support ticketing.
  3. Supplier understands, accepts, and agrees that the payment facility provided by Khridi is neither a banking nor financial service, but merely a facilitator providing an electronic, automated online electronic payment facility for receiving payment, or cash on delivery (CoD) payment, collection and remittance for transactions on the Application using the existing authorized banking infrastructure and credit card payment gateway (PG) network. Further, by providing payment facility, Khridi neither acts as a trustee nor fiduciary with respect to transaction or transaction price.
  4. All online bank transfers from valid bank accounts are processed using the gateway provided by the respective issuing bank that supports payment facility to provide these services to the users. All such online bank transfers on payment facility are also governed by the terms and conditions of the respective issuing bank.

LISTING POLICY

  1. Product Stocking: Khridi and Supplier shall determine an estimated quantity of pieces to be stocked as against each Product listed on the Application, based on the expected sales. Supplier shall ensure that such number of Products shall be reserved for sale on the Application at all times.
  2. Supplier hereby declares and confirms that it has the requisite permission to deal in Products represented through the respective brands. Supplier has procured the authentic, original, and genuine products from legitimate channels and has the right to enter into this Agreement with Khridi, allowing Khridi and/or its agents and marketing partners to arrange the display with an objective to sell and distribute the products to User without infringing any third-party rights. Supplier hereby declares and confirms that in the fulfilment of its obligations under this Agreement, Supplier will not infringe any intellectual property rights of Khridi or any other third party.
  3. Supplier shall provide Khridi with details and images of Product that it offers for sale on the Application in accordance with the Supplier Policies. Supplier shall be responsible to ensure the accuracy of the Product description and shall update the details of the Products on the Application from time to time, in the manner and at such frequency as prescribed by Khridi.
  4. Khridi shall, at its own discretion, provide the Services including the necessary backend infrastructure to Supplier such as product uploading facilities, call centre, order management system, etc., for capturing the Orders placed to Supplier over the Application. The Orders placed by the User on the Application may be viewed and accessed by Supplier directly on the Supplier Panel. On receipt of an Order, Supplier shall pack the Product and dispatch the Products strictly in accordance with the Supplier Policies and Applicable Law. In the event of a delay, Khridi will be immediately informed of such delay by the Supplier, along with the expected time of dispatch, so that the User may be appropriately updated regarding the delivery time through the Application.
  5. Supplier also undertakes that Supplier shall not independently (other than on the Application) promote products, services, offers, packages, etc., to the User directly, indirectly, and/or through email, SMS, or any other electronic or physical mode.
  6. Supplier shall ensure listing of the Products and the Product descriptions, as well as information, shall be as per the Supplier Policies and Applicable Law including but not limited to Legal Metrology Act, 2009, Food Safety and Standards Act, 2006, Consumer Protection Act, 2019, and its rules.
  7. For the Product listings, Supplier shall provide the HSN and GST rates applicable on the Products. Supplier shall ensure correctness of these details and shall be solely responsible in case of any discrepancies.

Actions against Supplier for Non-Compliance of Listing Policy

  1. Supplier shall be held liable for missed orders according to the Supplier Policies, which will be shared with Supplier from time to time on the Supplier Panel.
  2. Khridi shall have the right to withdraw a particular Product(s) from the Application in the event of:
  • Any dispute as to the price of the Product(s);
  • Any manufacturing defects;
  • Any claims as to the rights over the Product(s);
  • Incorrect Product details or incorrect Product/missing Product from the Orders;
  • Any issues with the quality of the Product(s); or
  • Any issue with the package or listing of the Products not in accordance with Applicable Law.

All such withdrawals will take effect within seven (7) hours from notification to the Supplier.

Logistics Policy

  1. The title & ownership in the Product(s) shall be transferred to the User at the place of removal of Product(s). As a marketplace, Khridi has tied up with third-party logistics providers to provide shipping/logistics service to Supplier. Khridi will invoice Supplier for logistics services which Supplier will consider in the price of the Products listed on the Application. In any event, the Supplier shall not ship/post the Products directly to an address of the User. Any damage in transit on account of inadequate/unsuitable packaging shall be charged to the Supplier’s account. However, in case of any damage to the Product in transit due to mishandling by the logistics partner appointed by KhridiKhridi shall facilitate recovery of the Product value from the logistics partner.
  2. On receipt of any Order, Supplier shall ensure that the Orders are shipped within the expected dispatch date, as displayed on the Supplier panel. “Expected dispatch date” shall mean the dispatch date/SLA, displayed on the orders tab against the respective orders on the Supplier Panel.

Return, Repair, Replacement, and Cancellation Policy

  1. Supplier shall be responsible for determining a return and exchange policy for its Products and communicating the same to the User. In the event of any dispute between Supplier and User(s), Khridi reserves the right to determine if such Product falls under Supplier’s return and exchange policy. Khridi’s decision in this regard shall be final and binding.
  2. Supplier shall issue suitably, duly stamped manufacturer’s warranty card (if applicable) to the User with the Product at the time of dispatch of the Products. If any Products are found defective by the User, Supplier shall ensure repair, replacement of such Product, or refund of the corresponding product value, as per the Supplier’s return policy.
  3. In the event of any return/exchange of the Products, Supplier shall bear all costs and charges, including any logistics charges, incurred in this regard. The return logistics charges will be as per the weight slabs. All returns of the Products shall be returned to the Supplier’s shipping address only.
  4. In case Supplier fails to make the Product ready for dispatch within the time stipulated or if the Order gets cancelled due to reasons stated under this clause, Khridi will be entitled to take necessary action against the Supplier.

ORDER FULFILMENT POLICY

  1. Dispatch Service Level Arrangement (“SLA”) Adherence

Average Dispatch SLA:

  • All orders should be dispatched within the expected dispatch date, as displayed on the Supplier Panel.
  • An average dispatch time exceeding the expected dispatch date will result in reduced visibility on the app and reduced order volume.
  • All Suppliers who have dispatched more than 100 orders per day in the preceding week must dispatch their Products on all days of the week (including Sundays). However, if the Supplier is unable to dispatch on any particular day, they must raise a ‘leave request’ on the Supplier Panel, adhering to the leave policies as amended from time to time.
  • The accounts of Suppliers applying for leave for more than three (3) consecutive calendar days shall be temporarily deactivated. The account will be automatically reactivated when the leave period ends.
  • Suppliers are advised not to apply for leave more than two (2) times in a single calendar month.
  • The default dispatch SLA for all Suppliers is two (2) calendar days, unless otherwise specified by the Supplier while listing the product.
  1. Supplier Late Dispatch Rate (“LDR”)
  • Any delay beyond the SLA provided by the Supplier will count towards the Supplier’s Late Dispatch Rate (“LDR”) and result in reduced visibility on the application, thereby reducing Supplier sales.
  1. Pick-up and Scanning Guidance
  • To avoid pick-ups or delayed scanning issues, Suppliers are advised to manifest orders at least one (1) day before the SLA and before 11:00 AM for orders eligible for same-day delivery.
  • In case pick-up does not happen, Suppliers should raise a ticket with the supplier support team via the Supplier Panel.
  1. Raising Tickets for Pick-up or Scanning Issues
  • For pick-up or delayed scanning issues, Suppliers must raise a ticket through the Supplier Panel using the support option before 12:00 noon the next day, providing the list of Order IDs along with the signed manifest (in case of delayed scanning issues).
  1. Handling Wrong Returns or Exchange Disputes
  • In case of wrong returns or exchange disputes, Suppliers need to raise a ticket through the Supplier Panel using the support option within 48 hours of receipt of the Product. The ticket must include wrong product images and the order ID; otherwise, it will not be considered.
  1. Actions for Non-Compliance
    • Cancellation of orders by Suppliers without proper rationale and prior intimation amounts to a material breach of this Agreement. This applies to both fresh and exchange orders, whenever an order is canceled.