Vendor Terms & Conditions

4.1 Accuracy and Completeness

All Listings must be accurate, complete, and not misleading. You must ensure that:

1. Product titles, descriptions, images, and specifications accurately represent the item being sold;
2. All material information a customer would reasonably want to know before purchasing is disclosed;
3. Prices include any applicable VAT and are displayed in GBP (£);
4. Stock levels are kept up to date and listings are removed or paused when items are unavailable;
5. Country of origin, product dimensions, weights, and materials are disclosed where relevant.

4.2 Images and Media

Product images must accurately represent the item. You may not use images that misrepresent colour, size, condition, or contents. Watermarked images from third parties may not be used without authorisation. TrueMart reserves the right to remove or replace images that do not meet platform standards.

4.3 Product Safety & Compliance

All products listed on TrueMart must comply with applicable UK law, including but not limited to:

1. The Product Safety and Metrology Act 2024 and any regulations made thereunder;
2. The General Product Safety Regulations 2005 (to the extent still in force);
3. The Consumer Protection Act 1987;
4. All applicable trading standards, labelling requirements, and sector-specific regulations;
5. Any import regulations applicable to products sourced from outside the UK.

You are solely responsible for ensuring your products are safe, legal, and compliant. TrueMart accepts no liability for non-compliant products and reserves the right to remove any listing it reasonably believes may be unsafe or unlawful.

4.4 Authentic Products Only

You warrant that all products you list are genuine, authentic goods. The listing of counterfeit, replica, or unauthorised goods is strictly prohibited and constitutes grounds for immediate account termination and referral to Trading Standards.

6.1 Commission

TrueMart charges a commission of 10% on the gross sale value of each completed Order (including VAT where applicable). Commission is deducted automatically at the point of sale before Payout is calculated.

TrueMart reserves the right to amend the Commission rate by giving Vendors not less than 30 days' written notice. Continued use of the Platform following such notice constitutes acceptance of the revised rate.

6.2 No Monthly Fee

There is no monthly subscription or listing fee. Vendors only pay Commission on completed sales. TrueMart does not charge for product listings, storage, or basic platform access.

6.3 Chargebacks & Adjustments

Where a Customer successfully disputes a charge with their card issuer, or where a refund is issued following a return accepted under Section 8, the Commission on that Order will be credited back to the Vendor's Payout. TrueMart reserves the right to deduct the cost of any chargeback fee imposed by the payment processor from the Vendor's Payout.

6.4 VAT

Vendors are responsible for determining their own VAT obligations. Where a Vendor is VAT registered, they must ensure product prices are displayed inclusive of VAT. TrueMart will provide transaction data to assist Vendors in meeting their VAT reporting obligations but does not provide tax advice. Vendors should seek independent advice from a qualified tax professional.

7.1 Acceptance of Orders

When a Customer places an Order for your product, you are required to fulfil that Order unless the item is genuinely out of stock. Repeated cancellation of Orders by Vendors due to stock issues may result in account suspension.

7.2 Dispatch Times

All Orders must be dispatched within the following timeframes from the point the Order is confirmed:

1. Standard Delivery orders: within 2 working days of Order confirmation;
2. Express Delivery orders: within 1 working day of Order confirmation.

Working days means Monday to Saturday, excluding UK public holidays. A longer dispatch time may only be applied where expressly stated in the Listing and approved in writing by TrueMart. Repeated failure to meet dispatch SLAs may result in account suspension.

7.3 Tracked Shipping

All Orders with a value of £20 or more must be sent using a tracked shipping service. Vendors must upload the tracking number to the Platform within 24 hours of dispatch. Failure to provide tracking information may result in Vendors being held liable for claims of non-delivery.

7.4 Packaging

Products must be packaged appropriately to arrive undamaged. Where a product arrives damaged due to inadequate packaging, the Vendor bears the cost of any replacement or refund.

7.5 Order Communication

All order-related communication with Customers must be conducted through TrueMart's messaging system. Vendors must not attempt to direct Customers to complete future purchases outside the Platform or share personal contact details with Customers outside of the order fulfilment context.

8.1 Statutory Rights

Customers have a statutory right to cancel and return most goods within 14 days of receipt under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This right cannot be excluded or limited.

8.2 TrueMart Returns Policy

In addition to statutory rights, TrueMart operates a 30-day returns policy for most products. Full details are set out in the TrueMart Returns & Delivery Policy, which forms part of this Agreement.

8.3 Vendor Obligations on Returns

On receipt of a valid return request, the Vendor must:

1. Accept the return and issue a full refund within 5 working days of receiving the returned item in its original condition;
2. Cover the cost of return postage where the return is due to a Vendor error (wrong item, damaged, not as described);
3. Not impose restocking fees unless expressly permitted by TrueMart policy.

8.4 Faulty & Not As Described Goods

Where goods are faulty, unsafe, or not as described, the Customer has additional rights under the Consumer Rights Act 2015. Vendors are solely responsible for meeting these obligations. TrueMart may process a refund on behalf of the Vendor and recover the cost from future Payouts where a Vendor fails to respond to a legitimate complaint within 3 working days.

9.1 Payout Schedule

TrueMart processes Payouts on a bi-weekly (bi-weekly) basis, covering all completed and non-disputed Orders from the preceding two weeks. Payouts are transferred via Stripe Connect to your registered UK bank account.

9.2 Payout Deductions

The following may be deducted from your Payout:

1. Commission at the applicable rate (currently 10%);
2. Refunds issued by TrueMart on the Vendor's behalf;
3. Chargeback fees where applicable;
4. Any outstanding amounts owed by the Vendor to TrueMart.

9.3 Payout Holds

TrueMart reserves the right to place a hold on Payouts in circumstances including but not limited to: active disputes, suspected fraud, a high volume of returns or complaints, or where we have concerns about product compliance. We will notify you of any hold and the reason as promptly as practicable.

9.4 Tax Reporting

TrueMart is required under UK law to collect and report certain information about Vendor transactions to HMRC under the DAC7 / Platform Reporting regulations. By selling on TrueMart you consent to this reporting. Vendors are solely responsible for their own income tax, corporation tax, VAT, and National Insurance obligations. TrueMart does not provide tax advice.

10.1 Vendor Content

You retain ownership of all intellectual property rights in your Listings and Content. By submitting Content to the Platform, you grant TrueMart a non-exclusive, worldwide, royalty-free licence to use, reproduce, modify, and display your Content for the purposes of operating and promoting the Platform, including on social media and in marketing materials.

10.2 Third-Party IP

You warrant that your Content and products do not infringe the intellectual property rights of any third party. You must not use registered trademarks, brand names, logos, or copyrighted materials in your Listings without express written authorisation from the rights holder.

10.3 TrueMart Brand

You may not use the TrueMart name, logo, or brand assets in any way not expressly authorised by TrueMart, including in advertising, social media, or packaging, without prior written consent.

10.4 IP Infringement Claims

If TrueMart receives a credible intellectual property infringement claim relating to your Listings, we reserve the right to remove the relevant Listings immediately and without prior notice pending investigation. Vendors found to have repeatedly or wilfully infringed third-party IP may have their accounts permanently terminated.

11.1 Customer Data

In the course of fulfilling Orders, you will receive personal data relating to Customers (including names, delivery addresses, and order details). You may only use this data for the purpose of fulfilling the relevant Order and must not use it for any other purpose, including marketing, without the Customer's express consent.

11.2 Data Processing Agreement

TrueMart's processing of your personal data as a Vendor, and the relationship between TrueMart and Vendors in respect of Customer data, is governed by the TrueMart Data Processing Agreement (DPA), which forms part of this Agreement. Both parties agree to comply with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

11.3 Data Security

You must implement appropriate technical and organisational measures to protect any personal data you receive in connection with TrueMart Orders against unauthorised access, loss, or disclosure. Any personal data breach that may affect Customers must be reported to TrueMart within 24 hours of discovery.

13.1 Vendor Liability

You are the seller of record for all products you list on TrueMart. You are solely liable for:

1. Any product liability claims arising from goods you sell;
2. Any consumer protection claims brought by Customers in respect of your products or listings;
3. Any intellectual property claims arising from your Content or products;
4. Any regulatory non-compliance relating to your products;
5. Any tax obligations arising from your sales on the Platform.

13.2 Indemnity

You agree to indemnify, defend, and hold harmless TrueMart, its officers, directors, employees, and agents from and against any claims, losses, damages, costs, and expenses (including reasonable legal fees) arising from:

1. Your breach of this Agreement;
2. Your products, including any product liability or safety claim;
3. Your infringement of third-party rights;
4. Your negligence or wilful misconduct.

13.3 TrueMart's Limitation of Liability

To the fullest extent permitted by law, TrueMart shall not be liable to you for any indirect, incidental, special, consequential, or punitive losses, including loss of profit, loss of data, or loss of goodwill, whether arising in contract, tort, or otherwise, even if TrueMart has been advised of the possibility of such losses. TrueMart's total aggregate liability to you shall not exceed the total Commission received from your sales in the 3 months preceding the event giving rise to the claim.

Nothing in this Agreement excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited under applicable law.

14.1 Termination by You

You may terminate your participation as a Vendor at any time by providing 30 days' written notice to TrueMart at [email protected]. You remain responsible for fulfilling all existing Orders during the notice period.

14.2 Suspension or Termination by TrueMart

TrueMart may suspend or terminate your Vendor account, with or without notice, where:

1. You have materially breached this Agreement and failed to remedy the breach within 7 days of written notice (where remedy is possible);
2. You have listed Prohibited Items;
3. We reasonably suspect fraud, money laundering, or other unlawful activity;
4. Your account receives a sustained pattern of negative customer feedback or disputes;
5. You become insolvent, enter administration, or are the subject of insolvency proceedings;
6. Continued operation of your account would, in TrueMart's reasonable opinion, cause reputational harm to the Platform.

14.3 Effect of Termination

On termination, your access to the Vendor Dashboard will be revoked. TrueMart will process any outstanding Payouts due to you after deducting any amounts owed and holding a reserve for 90 days to cover any outstanding returns, refunds, or disputes. TrueMart may retain your data for as long as required by law.

15.1 Internal Resolution

In the event of a dispute between you and TrueMart, both parties agree to attempt resolution in good faith through direct negotiation before initiating formal proceedings. Please contact us at [email protected] in the first instance.

15.2 Mediation

If direct negotiation fails to resolve the dispute within 30 days, either party may refer the matter to mediation before a mutually agreed mediator or, failing agreement, to the Centre for Effective Dispute Resolution (CEDR) in accordance with its Model Mediation Procedure.

15.3 Court Proceedings

Nothing in this section prevents either party from seeking urgent injunctive or other equitable relief from the courts where necessary to protect their rights.