Seller Policy Pages

Marketplace Rules 

These rules are set for our wonderful sellers to ensure high standard & quality shops for our customers. Sellers must read carefully and make sure they follow all the rules to avoid being removed from the platform. 

1. Apply shop & product criteria 

Sellers must follow the new shop & product guidelines. If the seller doesn’t comply with the criteria specified, their shop/product will be put on “hold”.  

2. Upahar Shop link in bio 

Sellers must have their Upahar Market shop link in their social media bio (Instagram, Tiktok, etc).  

3. Prepare & deliver on time 

Seller must prepare the package for courier asap. 

Preparation days: 2 days max for ready products, 5 days max for custom, made to order products. Sellers will get a warning if they don’t fulfill orders on time, and are subject to be removed if it happens often. 

4. Active shop & products 

Seller must be active on Upahar, adding new products consistently. Sellers that are not active for 3-months or longer, their shop will be put on “hold”. 

Seller Policy 

Upahar is a unique venue where seller can list and sell craft supplies, personalized, special, or vintage items and handmade goods, directly to buyers anywhere in the world. For seller and the buyers to have a positive experience on Upahar, read and adhere to this policy which include Seller special rights and obligations as a Seller. 

Transparency and Honesty: 

Seller must honestly, transparently, and accurately represent seller business and the goods, items and supplies seller list and sell on Upahar. Seller further agrees: 

• To include transparent, honest sand accurate information about Seller listings and in Seller section. 
• To honor Seller store policies to the extent that they do not contradict with our policies. 
• To represent the items in photos and listings transparently and accurately. 
• Not to infringe and respect the rights of others including their intellectual property rights. 
• To pay all fees and not to engage in fee avoidance in anyway. 
• Not to engage in manipulating practices. 
• Avoid price coordination with other Sellers. 

 Creating a Seller Account, Listing and Selling on Upahar 

In Upahar, Seller can list and sell handmade, vintage, special, personalized or a craft item that a Buyer might not find in a regular store. When Seller creates an account with us and list/sell items, Seller agrees: 

• Provide and include all its information accurately, including its name, contacts information, authentication number and its commercial registration number, if applicable. 
• To enable and permit discount codes in its listings that Upahar may, from time to time, based on its discretion, creates them as part of its marketing and business strategy to drive more buyers and increase sales. 
• To use Seller own photos and Seller agrees not to use stock photos, artistic renderings, or photos used by other Sellers or sites. 
• For personalized or made-to-order items, if Seller is using photos of previous work with options for customization, make it clear in Seller description that the listed photos are just sample. 
• All the listed items are available for purchase at the listed price. 
• All handmade items are made or designed Independently by the Seller. If Seller work with other producer, the Seller shall disclose the other producer in Seller relevant listings. 
• Seller accurately describes every person involved in the making of an item in Seller shop. 
• To be transparent about the process of creating the craft supplies including the origin of the used materials. (It is recommended to provide this information if asked.) 
• Not to list or sell items that violate our policies including our intellectual property. 
• Not upload or list items or content, such as, messages, videos, photos or listings that is false, deceptive, misleading, abusive, threatening, defamatory, harassing, obscene, vulgar or in violation of a third party’s privacy or intellectual property rights. 
• Not to resell items in the handmade category if Seller was not involved in producing or designing it. 
• Upahar can remove any listings that violate our policies based on our absolute view and discretion. 
• Upahar has the absolute right to suspend or terminate Seller account for any violations but Seller will be responsible to pay any outstanding fees on Seller account with us. 

Seller agrees to our Fees & Payments Policy. 

Communicating and Interacting: 

When Seller creates an account with us, Seller agrees: 

• Not to interfere with another member’s store with the purpose of driving away their businesses, such as contacting a User to warn them about a member, store, or item, posting publicly about a dispute with another member/Seller, purchasing from a member for the sole purpose of leaving a negative review, fraudulently clicking on a member promoted listings ads…. etc. 
• Not to send spam message, unsolicited promotions or advertising or requests for donations. 
• Not to contact someone after they have explicitly asked Seller not to. 
• Not to harass or abuse a Buyer or a member; or not to use messages to support hatred. 

 If Seller receives a message that violates our policy, immediately inform us. 

Privacy of Personal Information 

When Seller uses our Services to list enter into transactions with Users, Seller will receive certain personal information, such as Buyer name, email and shipping, to the extent permitted by the applicable laws, Sellers are regarded an independent controller of User’s information that Sellers have obtained through our Services. 

Users’ information may only be used for Upahar-related communications and/or Upahar-facilitated transactions. Subject to other applicable Upahar policies and laws, Seller agrees not to use User’s information for unauthorized transactions or unsolicited messages and Seller may not add any User to Seller email or mailing list, use that Buyer’s identity for marketing, or obtain or retain any payment information without the User’s written consent. Seller is responsible for knowing the standard of consent required in any given instance. If Upahar and Seller are found to be jointly controllers of the information, Seller agrees to indemnify Upahar for any cost and/or expenses it occurs in connection with Seller action or inaction in Seller capacity as a joint data controller. 

Seller is responsible for protecting User’s personal information that Seller may receive or process. Seller must comply with all relevant legal requirements when Seller use our Services including any applicable data protection and privacy laws that govern the ways in which Seller can use User’s information. Some of these laws may require Seller to comply with Seller own privacy policy. Seller policy must be available to Upahar’s Users. Seller privacy policy must not conflict with Upahar’s Terms of Use, Privacy Policy, and this policy. Further, if Seller makes unauthorized disclosure of a User’s personal information, Seller will be fully responsible for the unauthorized disclosure and any consequences that may arise such disclosure.  Seller agrees to indemnify Upahar and hold it harmless from the unauthorized disclosure.  This includes, for example, disclosures Seller make or unintentional data breaches. 

For more information, please review our Privacy Policy. 

Buyer Service 

As a Seller in Upahar, Seller must provide great and high-level customer service and Seller must maintain trust with the Buyers. By selling on Upahar, Seller agrees to: 

• Adhere to the agreed shipping and processing times and complete the transaction promptly. Please be aware that legal requirements for shipping times vary by country. Read more in our Shipping Policy. 
• Respond to Buyer’s messages in a timely manner. 
• Commit to Seller store policies. 
• Resolve disputes directly with the Buyer. If Seller cannot reach a direct resolution with the Buyer, our team can help through our dispute resolution system. 
• If Seller is unable to complete an order, Seller must immediately notify the Buyer and cancel the order 

Cancellations, Returns, and Exchanges 

Kindly be informed that in addition to this policy, each country has its own laws regarding shipping, right of withdrawal, cancellations, returns, and exchanges. Please be aware and adhere with the laws of Seller own country and the laws of Seller Buyers’ countries. 

Cancellations: 

If Seller cannot complete a transaction, Seller must immediately inform the Buyer through Upahar Messages and cancel the transaction. If the Buyer already paid for the item, Seller must refund the amount fully. Seller should keep proof of the refunds, if any, in the case a dispute arises. 

Upahar’s Dispute Resolution System: 

In case of dispute, Buyers are generally asked to contact Sellers directly to resolve any outstanding dispute before opening a case on Upahar. Therefore, it is especially important to include Seller store policies and regularly check any messages from the Buyers and respond to them within due course. 

If a Buyer files a case for a non-delivery or a not-as-described item, Seller must respond to any open case within four calendar days or the time frame indicated by Upahar in the case. Upahar may request Seller cooperation with the dispute. Upahar has the right to escalate a case early for some cases, such as harassment, refusal to service, inactivity, manipulation, or dishonesty claims. Cases can be filed in the following circumstances: 

1. Non-Delivery Claim: when a Buyer places an order but does not receive the item. A case for non-deliver can be filed if, for example: 

• There is no proof that the item was shipped to the Buyer. 
• An item was not sent to the address provided by the Buyer on Upahar. 

2. Not as Described Claim: this case arises when a Buyer can demonstrate that the item received is significantly different from the listing description or the Seller ’s photos. Examples about not as described cases include: 

• The item is made with different material or design, 
• The item is damaged or is missing parts and the Seller failed to disclose it in the discerption, 
• The item received is different in version model, color, size, or quantities, 
• The item is not authentic in contrast with its was description, 
• The condition of the item is faulty or misrepresented. 

3. Late-Delivery Claim: To qualify for a late delivery case, the Buyer must proof that all these three requirements are met: 

• The item was ordered for a specific date or event. 
• The item is rendered useless after that date. 
• The Seller did not ship the item within the specifically specified and agreed time. 

When Upahar decides that an item is not as described, Seller will be required to refund the order, including original shipping and return shipping. 

Some disputes will not be qualified for Upahar’s dispute resolution system including: 

• Dispute regarding item received after the agreed-upon delivery date due to carrier delays. 
• Dispute regarding item that are returned without an agreement between the parties. 
• Dispute regarding item that do not meet the Buyer’s expectations but was described accurately by the Seller. 
• Dispute regarding items damaged by the shipper but properly packaged by the Seller. 
• Dispute regarding items after it has been worn, altered, used, washed. 
• Dispute regarding items that is not purchased through Upahar’s site or where payment is not made through Upahar’s site. 
• Dispute regarding items that is prohibited or not permitted to be sold on Upahar, such as intangible goods or services. 

When a dispute is not qualified for our dispute resolution system, we encourage the Buyer and the Seller to work together to come to an amicable solution. 

Reputation and Reviews 

Seller can build a reputation on Upahar through reviews system. Buyers has the option to leave a review and to rate the item from one to five 

Fees & Payments Policy 

1. Fees 

The fees for Products indicated herein shall be paid by the Sellers for the items and/ or services provided by us.  

The Seller agrees to pay agreed upon transaction fee on the sale price from the date an item is sold + VAT. All payments made through our payment gateway (Instamojo) will be collected once an item is sold. 

Transaction Fees: 

The Seller agrees to pay an agreed upon transaction fee (excluding shipping) + VAT of the total display price charged per listing once an item is sold through Upahar. In the event the Seller wishes for an optional upgrade including, personalization, the Seller agrees to pay additional fee per listing as set forth herein. Upon completion of the selling process, the transaction fee will be deducted from the balance of the Seller’s payment portal/account for each sale.   

Payments that are made through Upahar will be processed by a third-party payment processor (Instamojo). All fees transactions stated herein, inclusive of tax and shipping, shall be paid by the Seller based on the total value of the sale, depending on the transaction expenses required by Seller bank accounts.  

 Seller will be able to withdraw their earnings, once a month, only if the amount is more than Rs 1000 INR. Payment processing fees are deducted from the sale amount in your payment account.  

For the safety and security of our customers, we will keep the payment with Upahar until the customer is happy with the product, up to eight days after the product is delivered. After that, the amount will be transferred to the Sellers payment portal on the website, minus any applicable fees. 

2. Responsibility for the Fees: 

Seller statement will be available in the Seller’s payment account at the beginning of each month. The statement details all sales and fees from the prior month.  

If Seller have sufficient funds in your payment account, Upahar will automatically deduct all fees owed from your account and no further payment action is required. However, if your payment account does not have sufficient amount, you are still responsible for paying any outstanding balance within 15 days from the date of your monthly statement, or the account will be considered past due, and Upahar may charge your card on file or take other actions to collect funds including, but not limited to, collecting the outstanding balance from the net sale amount if you make any, you can also pay the outstanding balance by credit card and/or debit card.  

Upahar can choose to suspend the Seller’s account and selling privileges at any time pending payment of the outstanding balance. 

3. Fee Avoidance: 

Upahar strictly prohibits any fee avoidance action by a Seller to avoid paying fee such as, inducing Buyers to purchase an item listed in the Seller’s Upahar store through another venue. Further, The Seller cannot complete a transaction initiated on Upahar off Upahar. The price stated in each listing description must be an accurate representation of the sale. Sellers shall not change the price of an item after a sale for the purpose of avoiding any fees. The Seller shall refrain from false representation of the location of an item and from the use another User’s account without permission. 

4. Taxes 

Seller is responsible for collecting and paying any taxes associated with using and making sales through Upahar.  

Seller must include applicable taxes in the listing prices. If your business is registered and VAT laws apply to your business. 

Where Upahar is required to collect sales tax/VAT on your behalf, Upahar will add the 15% VAT to the Seller’s fees. 

Shipping 

Sellers will be solely responsible for shipping and handling chargers after an item is sold and delivered to Buyers, particularly when the shipments are dispatched at the Buyers’ address location.  

Sellers are obliged to make sure of the following if the purchase is made through Upahar, to guarantee an efficient and expedited transaction to the Buyers:  

• Including an accurate item location information. 
• Specifying your handling time and the expected time of delivery of each shipment. If the Seller agrees with the Buyer on a different shipping period, the handling time must be updated, and the status of the order must label as “shipped” as soon as the shipment leaves the seller’s site, accordingly the Buyer will be notified.  
• Once the item is sold, the Seller must avoid any shipping delays which should not exceed not later than 7 days as a maximum period from the date of purchase.  
• Including a statement that all procedures are incompliance with customs/import duties and international/local regulations.  
• Making sure the item is delivered to the Buyer as described on the Upahar receipt.  

Once an order is placed by the Buyer and the shipping information is confirmed, the Seller acknowledges that we are authorized to access and share any information provided on Upahar from the shipping carrier.  

There are several events where shipments are unlikely to be delivered on time or goes missing. If so, and to avoid any potential claims raised by Buyers, Seller should promptly communicate with the Buyer and provide justifiable proof that the shipping has already been processed and showcase that the item has been shipped to the address provided on Upahar. 

Cancellation:  

In the event the Buyer wishes to cancel an order already placed on Upahar, the Buyer must communicate promptly with the Seller via Messages to request a cancellation.  

The Seller may only cancel an order in the occurrence of one of the circumstances listed below, provided that such request is in compliance with all of Upahar’s policies. 

• Upon the Buyer’s failure to make payment (In any case the Seller may flag a Buyer for such failure, chargeback, or request to cancel payment.) 
• Upon mutual consent between the Buyer and Seller to cancel such order, provided that such cancelation was requested before shipment, and the Seller has already paid Buyer full refund. 
• In case the Seller decided not to deal with the Buyer who already made such payment, and in such case, the Seller has paid the full refund, including shipping. 
• Upon the seller’s failure to deliver the item to the Buyer, even if Seller proof of shipping was provided, and the Seller has paid the refund.  
• Upon mutual consent between the Buyer and Seller to return the item for a refund, and the Seller has already paid the refund and received the returned item. 

Refund: 

When Seller allows a refund, Upahar is not responsible for any fees. The Seller can allow a refund except if it falls under these categories: 

• The product was custom made, personalized based on the Buyer’s preference.  
• The product is downloadable or digital. 
• Books, magazine, papers, or newspapers. 
• There is damage to the product from the Buyer. 

If the condition does not apply, then the Seller has two options: 

• Issue a full refund, pay the return and payment processing fee, and lose their previous payment fee. 
• Request the Buyer to pay for the return fees, and once the product is returned, the Seller will refund but will still be responsible for the payment.