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Vendor Terms of Service

Vendor Terms of Service

Last Updated: 06-Aug-2025

1. ACCEPTANCE OF TERMS

By registering as a vendor on Juan Deal (“Marketplace,” “we,” “us,” or “our”), you (“Vendor,” “Seller,” “you,” or “your”) agree to be bound by these Vendor Terms of Service (“Terms”), our Privacy Policy, and any additional terms and conditions that may apply to specific services or features.

2. VENDOR REGISTRATION AND ACCOUNT

2.1 Eligibility
    • You must be at least 18 years old or the age of majority in your jurisdiction
    • You must have the legal capacity to enter into binding contracts
    • You must provide accurate, complete, and current information during registration
2.2 Account Security
    • You are responsible for maintaining the confidentiality of your account credentials
    • You agree to notify us immediately of any unauthorized access to your account
    • You are liable for all activities that occur under your account
2.3 Vendor Dashboard
    • You will receive access to the vendor dashboard upon account approval
    • The dashboard allows you to manage products, orders, analytics, and store settings
    • You are responsible for keeping your dashboard information current and accurate
    • Dashboard access may be restricted or terminated for policy violations
2.4 Account Verification
    • We reserve the right to verify your identity and business information
    • You must provide valid business licenses, tax information, and other documentation as requested
    • We may suspend or terminate accounts that fail verification processes
    • Store settings must be completed before selling

3. VENDOR OBLIGATIONS

3.1 Product Management
    • All product information must be entered accurately in product fields
    • You must maintain current inventory levels through the vendor dashboard
    • Product categories must be selected appropriately from available options
    • You are responsible for SEO-friendly product titles and descriptions
    • Product images must meet our quality standards and file requirements
    • You are responsible for the prices you publish for your products.  Make sure the prices shall be inclusive of the Marketplace commission, VAT, and other relevant fees set forth with your agreement with Juan Deal as these will deducted when you claim for your withdrawal of earnings.
3.2 Legal Compliance
    • You must comply with all applicable local, state, national, and international laws
    • You are responsible for obtaining all necessary licenses and permits
    • You must comply with consumer protection laws, including warranty obligations
    • You must handle customer data in compliance with applicable privacy laws
3.3 Store Policies
    • You must configure your store policies through the vendor dashboard
    • Shipping policies must be set up using available shipping options
    • Return and refund policies must be clearly stated in your store settings
    • Store operating hours and vacation mode must be kept current
    • Store profile and social media links should be optimized
3.4 Community Standards and Professional Conduct

Product Representation Standards:

    • Provide accurate and detailed product descriptions without misleading information
    • Use authentic, unedited product images that match actual products
    • Clearly state all product specifications, limitations, and conditions
    • Update listings promptly when products or specifications change
    • Honor all representations made in product listings

Prohibited Product Practices:

    • Using misleading or false product descriptions
    • Using images that don’t match actual products being sold
    • Hiding important product information or limitations
    • Making unrealistic claims about product benefits or capabilities
    • Copying descriptions or images from other vendors without permission

Customer Service Excellence Standards:

    • Respond to customer inquiries within 24 hours consistently
    • Maintain professional, courteous communication at all times
    • Provide helpful, accurate, and complete information to customers
    • Address customer concerns promptly and fairly
    • Follow through on all commitments and promises made to customers

Professional Communication Requirements:

    • Use clear, respectful, and professional language in all interactions
    • Be patient and helpful when answering customer questions
    • Provide detailed explanations when customers need clarification
    • Apologize sincerely when mistakes occur and take corrective action
    • Offer reasonable solutions to customer problems within your policies

Business Conduct Standards:

    • Honor all stated policies, terms, and commitments consistently
    • Process orders accurately, promptly, and according to stated timeframes
    • Maintain fair and competitive pricing practices
    • Respect intellectual property rights of others
    • Comply with all applicable laws, regulations, and marketplace policies
    • Conduct business with integrity and transparency at all times
3.5 Prohibited Activities

You may not:

    • List counterfeit, stolen, or illegal products
    • Manipulate product ratings, reviews, or create fake reviews
    • Use the marketplace for money laundering or fraudulent activities
    • Circumvent commission structures or payment processing
    • Create multiple vendor accounts to evade restrictions
    • Spam customers through messaging systems or external communications
    • Manipulate search rankings through prohibited techniques
    • Engage in price manipulation, collusion, or anti-competitive practices
    • Harass competitors, customers, or other marketplace users
    • Engage in discriminatory practices based on protected characteristics
    • Violate platform policies, terms, or community guidelines
    • Provide false or misleading information to customers or marketplace administration

4. CONTENT AND INTELLECTUAL PROPERTY

4.1 Your Content
    • You retain ownership of content you submit (“Vendor Content”)
    • You grant us a worldwide, royalty-free license to use, display, and distribute your content for marketplace operations
    • You represent that your content does not infringe third-party rights
    • You are solely responsible for your content and its compliance with laws
4.2 Marketplace Content
    • We own all marketplace design, functionality, and proprietary features
    • You may not copy, modify, or distribute our content without permission
    • Our trademarks and trade names are our exclusive property
    • Platform functionalities remain subject to our proprietary rights
4.3 Content Standards and Community Compliance

Acceptable Content Requirements:

    • All product content must be original or properly licensed
    • Use high-quality, representative images that clearly show actual products
    • Provide appropriate product categories and accurate tags
    • Include honest descriptions of product condition, features, and limitations
    • Use relevant, accurate keywords and search terms without spam

Prohibited Content:

    • Copyrighted material without proper permission or licensing
    • Images containing watermarks from other sources
    • Misleading, deceptive, or false information about products
    • Inappropriate, offensive, or discriminatory content
    • Content that violates third-party intellectual property rights
    • Spam, irrelevant, or duplicate content across multiple listings

Review and Feedback Standards:

    • Do not create, purchase, or manipulate product reviews or ratings
    • Do not attempt to influence customer reviews through improper means
    • Respond professionally to customer reviews and feedback
    • Do not retaliate against customers who leave negative reviews
    • Address legitimate concerns raised in customer reviews appropriately

Communication and Community Participation:

    • Maintain respectful and professional communication in all marketplace interactions
    • Contribute constructively to community discussions and forums
    • Respect different opinions and perspectives from customers and other vendors
    • Avoid controversial topics unrelated to your business or products
    • Report inappropriate content or behavior through proper channels
4.4 Intellectual Property Infringement
    • We respect intellectual property rights and expect vendors to do the same
    • We will remove infringing content upon proper notice
    • Repeated infringement may result in account termination

5. FEES AND PAYMENTS

5.1 Commission Structure
    • Marketplace commission: 5% – 15% of gross sales (as configured in marketplace settings)
    • Payment gateway fees: 2.5% – 3% per transaction, depending on the gateway.  
    • Listing fees: As disclosed per product (if applicable)
    • Premium feature fees: As disclosed
    • Additional service fees as configured by marketplace administration
5.2 Payment Processing
    • Payments are processed through secure payment gateways
    • Payouts are handled via manual (cash) or automated payment system on a bi-weekly basis, depending on your chosen method
    • Funds may be held for 10 days for dispute resolution
    • You can track earnings and withdrawals through your vendor dashboard
    • Tax calculations are provided as estimates (you remain responsible for accuracy)
5.3 Refunds and Returns
    • You must honor return policies displayed on your listings
    • Refunds must be processed within [X] business days
    • You may be liable for return shipping costs based on circumstances
    • Chargebacks and disputes may result in account holds

6. ORDER FULFILLMENT AND SHIPPING

6.1 Order Management
    • You must process orders through the order management system
    • Order status updates must be made promptly via available order statuses
    • Automated email notifications will be sent to customers
    • You must provide accurate tracking information in the order details
    • Integration with shipping services must be properly configured
6.2 Shipping Requirements

Vendors must:

    • Provide accurate shipping timeframes on product listings
    • Ship within stated processing times
    • Provide tracking information when available
    • Use appropriate packaging to prevent damage
    • Honor shipping cost estimates provided at checkout
    • Offer reasonable shipping methods for your products
    • Comply with shipping zone configurations and restrictions
6.3 Packaging Standards

Packaging Requirements:

    • Use appropriate packaging materials for product protection
    • Ensure items are properly protected during transit
    • Include all necessary documentation and invoices
    • Label packages correctly with accurate recipient information
    • Meet carrier-specific packaging requirements
    • Use eco-friendly packaging materials when possible
6.4 Shipping Performance Metrics

You will be evaluated on:

    • On-time shipment rates (must maintain above 90%)
    • Package condition upon delivery
    • Accuracy of tracking information provided
    • Customer satisfaction with shipping experience
    • Shipping-related customer complaints and resolution
6.5 International Shipping (if offered)
    • Properly complete all customs documentation
    • Accurately declare product values and contents
    • Comply with export regulations and restrictions
    • Inform customers of potential customs duties and delays
    • Handle international shipping requirements appropriately
6.6 Digital Products and Services

For digital products:

    • Ensure immediate delivery after payment confirmation
    • Provide clear download instructions and access information
    • Maintain backup systems for digital product delivery
    • Offer technical support for digital product access issues

For services:

    • Contact customers promptly to schedule appointments
    • Provide clear service terms and expectations
    • Deliver services according to stated timelines
    • Maintain professional standards in service delivery
6.7 Return and Refund Obligations

Minimum Return Standards:

    • You must clearly state return policies on all product pages
    • Honor stated return timeframes (minimum 7 days for defective items)
    • Process approved refunds within 3 business days of receiving returned items
    • Accept returns for items that arrive damaged or not as described
    • Provide prepaid return shipping labels for vendor errors

Return Policy Requirements:

    • Display return policies prominently on product listings
    • Include timeframes, conditions, and procedures
    • Specify which items are non-returnable (if any)
    • Clearly state any restocking fees upfront
    • Update policies when changes are made

Refund Processing:

    • Process refunds to original payment method when possible
    • Complete refund processing within marketplace timeframes
    • Communicate refund status to customers
    • Handle partial refunds appropriately
    • Document all refund transactions

Return Handling:

    • Provide clear return instructions to customers
    • Issue Return Merchandise Authorization (RMA) numbers when required
    • Inspect returned items promptly upon receipt
    • Communicate return status and decisions to customers
    • Handle return shipping according to stated policies

Holiday and Special Circumstances:

    • Implement extended return periods during holiday seasons as applicable
    • Handle bulk or wholesale returns according to disclosed policies
    • Process international returns with consideration for additional complexities
    • Maintain professional service during peak return periods

Performance Standards:

    • Maintain return processing times within marketplace standards
    • Keep return-related disputes to minimum levels
    • Respond to return requests within 3 business days
    • Honor all published return policies consistently
    • Provide excellent customer service throughout return process
6.8 Customer Communication and Support
    • You must respond to customer inquiries through available communication channels within 24 hours
    • All communication must maintain professional standards
    • Use order notes for order-related communications
    • You must monitor regularly the support ticket system provided in your dashboard
    • You are responsible for warranty and after-sales support as defined in your store policies
    • Provide clear shipping updates and delivery information to customers
    • Handle shipping-related customer complaints promptly and professionally

7. MARKETPLACE POLICIES

7.1 Performance Metrics
    • Maintain minimum performance standards as displayed in your analytics dashboard
    • Order fulfillment rate must remain above 90%
    • Shipping Performance: On-time shipment rate must remain above 90%
    • Customer satisfaction ratings must meet minimum requirements
    • Response time to customer inquiries must remain below 24 hours
    • Product return rate must remain below 10%
    • Shipping Quality: Package damage rate must remain below 10%
    • Tracking accuracy rate must remain above 90%
7.2 Trust and Safety Building

Building Customer Trust:

    • Maintain consistently high product quality standards
    • Provide exceptional customer service experiences
    • Respond quickly and professionally to customer issues and concerns
    • Build positive review history through excellent service and products
    • Be transparent about your business practices, policies, and procedures

Safety and Security Practices:

    • Report suspicious or fraudulent activity immediately
    • Protect customer personal and financial information appropriately
    • Use only secure, marketplace-approved payment methods
    • Be cautious of suspicious communications or requests from customers
    • Follow all applicable product safety regulations and requirements
    • Implement appropriate security measures for your business operations

Fraud Prevention Responsibilities:

    • Verify the legitimacy of large or unusual orders
    • Be alert for signs of fraudulent payment methods
    • Report suspected fraud attempts to marketplace administration
    • Maintain detailed records of all transactions and communications
    • Cooperate with fraud prevention investigations when requested
7.3 Diversity and Inclusion Requirements

Inclusive Business Practices:

    • Welcome and serve customers from all backgrounds and identities without discrimination
    • Provide equal service and treatment regardless of customer characteristics
    • Use inclusive language in all product listings and customer communications
    • Respect cultural differences and customer preferences
    • Accommodate accessibility needs when reasonably possible

Anti-Discrimination Compliance:

    • Do not discriminate against customers based on race, ethnicity, national origin, religion, gender identity, sexual orientation, age, disability status, or other protected characteristics
    • Provide the same prices, terms, and service quality to all customers
    • Do not use discriminatory language in any marketplace communications
    • Treat all customers with respect and professionalism regardless of background

Promoting Inclusivity:

    • Consider diverse audiences when marketing products and services
    • Support and welcome minority-owned businesses in marketplace interactions
    • Contribute to creating an inclusive marketplace environment
    • Report discriminatory behavior by other users through appropriate channels
7.4 Environmental Responsibility

Sustainable Business Practices:

    • Consider environmental impact in your business operations and decisions
    • Use eco-friendly packaging materials when possible and practical
    • Minimize packaging waste while ensuring product protection during shipping
    • Consider carbon footprint when selecting shipping methods and suppliers
    • Support sustainable sourcing and manufacturing when feasible

Product Environmental Considerations:

    • Provide accurate information about environmental aspects of your products
    • Consider offering eco-friendly product alternatives when available
    • Include proper disposal or recycling information for applicable products
    • Be transparent about environmental practices and certifications
    • Comply with all environmental regulations applicable to your products

Marketplace Environmental Compliance:

    • Participate in marketplace sustainability initiatives when available
    • Support digital documentation and communication to reduce paper waste
    • Consider energy-efficient operations for your business activities
    • Educate customers about sustainable use of your products when applicable
7.5 Policy Enforcement
    • Violations may result in warnings through system notifications
    • We reserve the right to unpublish products or suspend store access
    • Repeat violations may result in permanent account deactivation
    • We may disable checkout functionality for your products during investigations
    • Community guideline violations will be addressed through progressive enforcement
    • Serious violations may result in immediate account suspension or termination

8. DISPUTE RESOLUTION AND VENDOR OBLIGATIONS

8.1 Vendor Dispute Response Requirements

Mandatory Participation:

    • You must respond to customer dispute requests within [X] business days
    • Participate in good faith in all dispute resolution processes
    • Provide complete and accurate information during dispute investigations
    • Comply with marketplace mediation decisions and recommendations
    • Maintain professional communication throughout dispute processes

Documentation Requirements:

    • Keep detailed records of all customer transactions
    • Maintain communication logs with customers
    • Provide photographic evidence when requested
    • Submit shipping and tracking documentation
    • Retain order fulfillment records for minimum 10 years as required by Saudi regulations
8.2 Direct Resolution Obligations

First-Level Response:

    • Attempt direct resolution with customers before marketplace intervention
    • Respond to customer complaints within 24 hours
    • Provide clear explanations for any issues or delays
    • Offer reasonable solutions within your stated policies
    • Document all resolution attempts and outcomes

Communication Standards:

    • Use marketplace messaging system for all dispute-related communications
    • Maintain respectful and professional tone in all interactions
    • Provide specific timelines for resolution actions
    • Follow through on all commitments made to customers
    • Escalate complex issues to customer service when appropriate
8.3 Evidence and Documentation Standards

Required Evidence:

    • Product photos showing actual condition and quality
    • Shipping documentation and tracking records
    • Communication screenshots with timestamps
    • Return/refund processing documentation
    • Policy compliance verification records

Evidence Quality Requirements:

    • All evidence must be authentic and unaltered
    • Photos must clearly show relevant details with proper lighting
    • Screenshots must include complete conversation context
    • Documentation must be legible and complete
    • Timestamp verification for time-sensitive disputes
8.4 Vendor Compliance with Dispute Outcomes

Mandatory Actions:

    • Implement dispute resolution decisions within specified timeframes
    • Process approved refunds within 3 business days
    • Honor product replacement or exchange agreements
    • Update policies or practices as required by dispute outcomes
    • Report completion of required actions to marketplace administration

Performance Impact:

    • Dispute resolution compliance affects vendor performance metrics
    • Repeated non-compliance may result in account restrictions
    • Positive dispute resolution contributes to vendor ratings
    • Professional dispute handling improves customer trust scores
8.5 Vendor Responsibilities During Investigations

Cooperation Requirements:

    • Provide requested information promptly and completely
    • Allow marketplace access to relevant account data
    • Participate in investigation interviews or calls when requested
    • Implement temporary measures as directed during investigations
    • Maintain normal business operations unless specifically restricted

Prohibited Actions During Disputes:

    • Contacting customers outside marketplace systems
    • Retaliating against customers who file disputes
    • Providing false or misleading information to investigators
    • Attempting to circumvent dispute resolution processes
    • Influencing customer reviews or feedback related to disputes
8.6 Escalation Procedures for Vendors

When to Escalate:

    • Customer requests appear unreasonable or fraudulent
    • Dispute involves potential safety or legal issues
    • Resolution requires marketplace policy interpretation
    • Technical issues prevent standard resolution processes
    • Multiple similar disputes indicate systematic problems

Escalation Process:

    • Document the issue thoroughly before escalating
    • Provide clear reasoning for escalation request
    • Submit through proper vendor support channels
    • Continue participating in standard process while escalation is reviewed
    • Accept final marketplace decisions on escalated matters

9. LIMITATION OF LIABILITY

TO THE MAXIMUM EXTENT PERMITTED BY LAW:

9.1 Marketplace Disclaimer
    • THE MARKETPLACE IS PROVIDED “AS IS” WITHOUT WARRANTIES
    • WE DISCLAIM ALL WARRANTIES RELATED TO PLATFORM FUNCTIONALITY
    • WE DO NOT GUARANTEE UNINTERRUPTED SERVICE OR SYSTEM COMPATIBILITY
    • WE ARE NOT RESPONSIBLE FOR THIRD-PARTY SERVICE CONFLICTS OR SYSTEM UPDATES
9.2 Liability Limits
    • OUR LIABILITY SHALL NOT EXCEED THE FEES PAID BY YOU IN THE PRECEDING 12 MONTHS
    • WE SHALL NOT BE LIABLE FOR INDIRECT, INCIDENTAL, OR CONSEQUENTIAL DAMAGES
    • WE ARE NOT LIABLE FOR LOST PROFITS, DATA, OR BUSINESS OPPORTUNITIES
    • SOME JURISDICTIONS DO NOT ALLOW LIABILITY LIMITATIONS

10. INDEMNIFICATION

You agree to indemnify, defend, and hold harmless the Marketplace, its affiliates, officers, directors, employees, and agents from and against all claims, damages, losses, costs, and expenses (including reasonable attorneys’ fees) arising from or related to:

    • Your breach of these Terms
    • Your products or services
    • Your violation of any law or third-party rights
    • Your negligent or wrongful conduct
    • Claims by customers related to your products
    • Intellectual property infringement claims
    • Your use of marketplace functionalities
    • Data loss due to system updates or compatibility issues

11. TERMINATION

11.1 Termination by You
    • You may terminate your account at any time with [X] days’ notice
    • You remain liable for pending orders and obligations
    • Outstanding fees must be paid before termination
11.2 Termination by Marketplace Admin
    • We may terminate your vendor account for cause immediately
    • We may disable your store access without cause with 3 days’ notice
    • We may suspend functionality during investigations
    • Upon termination, your vendor dashboard access and store visibility will cease
11.3 Data Export
    • You may export your product data through available export tools before termination
    • Customer data remains subject to privacy policies
    • Analytics and dashboard data may not be exportable
    • Store customizations and settings will be permanently deleted upon termination

12. DISPUTE RESOLUTION

12.1 Governing Law

These Terms are governed by the laws of Riyadh, Saudi Arabia without regard to conflict of law principles.

12.2 Arbitration

Any disputes arising from these Terms shall be resolved through binding arbitration administered by a competent arbitration service in accordance with their commercial arbitration rules.

12.3 Class Action Waiver

You waive any right to participate in class action lawsuits or class-wide arbitration against the Marketplace.

13. GENERAL PROVISIONS

13.1 Entire Agreement

These Terms constitute the entire agreement between you and the Marketplace regarding your use of the services.

13.2 Severability

If any provision is found unenforceable, the remaining provisions will continue in full force.

13.3 Assignment

You may not assign these Terms without our written consent. We may assign these Terms at any time.

13.4 Force Majeure

Neither party will be liable for delays or failures due to circumstances beyond their reasonable control.

13.5 Notices

All notices must be in writing and delivered to the addresses specified in your account.

13.6 Amendment

We reserve the right to modify these Terms at any time. Changes will be effective upon posting, and continued use constitutes acceptance.

14. CONTACT INFORMATION

For questions about these Terms, contact us at:

Juan Deal L.L.C.
Email: admin@juandeal.com
Address: Najah St., Al Yarmuk Dist., Riyadh, Saudi Arabia

By registering as a vendor, you acknowledge that you have read, understood, and agree to be bound by these Terms of Service.