Seller Policy

1. Seller Eligibility and Verification

A seller must be legally capable of entering into binding transactions and must provide complete, accurate, and current registration information. Mavuno may require identity, business, farm, cooperative, tax, licensing, banking, or location verification before permitting listings or releasing funds.

• Sellers must use their real legal or registered business identity.
• Account credentials may not be shared with unauthorized persons.
• Required permits, licenses, certifications, and approvals must remain valid.
• Sellers must promptly update changes to contact, bank, location, or ownership information.
• Mavuno may place verification holds on accounts or payments while reviewing submitted information.

2. Listing Standards

Every listing must be clear, truthful, and sufficiently detailed for a buyer to make an informed decision. Sellers are responsible for all content they publish.

• Use an accurate title, category, description, quantity, unit, condition, price, and location.
• Use photographs of the actual item whenever reasonably possible.
• Disclose defects, damage, expiry dates, treatment history, origin, grade, breed, age, or other material facts.
• Do not use misleading claims, false discounts, altered images, copied descriptions, or deceptive keywords.
• Do not create duplicate listings intended to manipulate search placement.
• Listings must comply with applicable food safety, agriculture, veterinary, environmental, consumer, and trade laws.

3. Prohibited and Restricted Items

Sellers may not list illegal, stolen, counterfeit, unsafe, recalled, fraudulently labeled, or unlawfully imported goods. The following are prohibited unless expressly approved and legally permitted:

• Expired, contaminated, adulterated, or unsafe food and agricultural products.
• Counterfeit seeds, fertilizers, pesticides, veterinary products, machinery parts, or branded goods.
• Wildlife, endangered species, protected plants, or products derived from protected species.
• Prescription-only medicines, controlled substances, toxic chemicals, or unauthorized pesticides.
• Weapons, explosives, stolen machinery, or goods obtained through fraud or theft.
• Products subject to an active recall or official safety restriction.
• Any item whose sale would violate local, national, or cross-border law.

Mavuno may remove a listing immediately where safety, legality, authenticity, or consumer protection concerns arise.

4. Pricing, Stock, and Availability

• Prices must be genuine, current, and inclusive of any mandatory charges unless clearly stated otherwise.
• Sellers must not raise prices after an order has been accepted.
• Available quantity must be kept accurate and updated when stock changes.
• Weights, measurements, grades, and units must match what the buyer receives.
• Promotions must state the actual discount, duration, and applicable conditions.
• Where taxes, delivery fees, or handling charges apply, they must be disclosed before checkout.

5. Order Acceptance and Fulfillment

Sellers must manage orders promptly and professionally. An accepted order creates an obligation to supply the item as described, subject to lawful cancellation rights and verified stock availability.

• Confirm or decline orders within the time displayed on the marketplace.
• Prepare the correct product, quantity, quality, packaging, and supporting documents.
• Do not substitute a product without the buyer’s prior approval.
• Notify the buyer promptly about delays, shortages, or fulfillment problems.
• Provide invoices, receipts, batch details, inspection records, or certificates where required.
• Repeated cancellations, late fulfillment, or unresponsive behavior may affect account standing.

6. Payments, Escrow, Fees, and Payouts

Sellers must use Mavuno-approved checkout and payment methods for marketplace transactions. Funds may be held in escrow until the applicable release conditions are met.

• Mavuno may deduct disclosed transaction, payment processing, delivery, refund, or dispute fees.
• Payouts may be delayed for verification, fraud prevention, chargeback review, or active disputes.
• Sellers must not ask buyers to misrepresent transaction values or payment purposes.
• Sellers must not redirect marketplace buyers to off-platform payment channels to avoid fees or safeguards.
• Amounts owed to Mavuno may be offset against available seller balances where permitted by law.

7. Packaging, Delivery, and Collection

• Products must be packaged safely and appropriately for their type, distance, and handling needs.
• Perishable goods must be kept within appropriate temperature, hygiene, and transit conditions.
• Delivery estimates must be realistic and based on available transport capacity.
• Proof of dispatch, collection, delivery, inspection, or buyer acknowledgment should be retained.
• Sellers remain responsible for their own staff, agents, drivers, and third-party logistics providers.
• Any failed delivery caused by incorrect seller information may be charged to the seller.

8. Returns, Rejections, Refunds, and Disputes

A buyer may be entitled to reject or dispute goods that are materially different from the listing, damaged, unsafe, counterfeit, incomplete, expired, incorrectly measured, or not delivered.

• Sellers must respond to dispute requests within the deadline shown in their account.
• Sellers should provide listing records, messages, photos, invoices, delivery proof, and inspection evidence.
• Mavuno may issue a full refund, partial refund, replacement, return instruction, or other fair remedy.
• Where the seller is responsible, refund, return, redelivery, disposal, or investigation costs may be charged to the seller.
• Failure to participate in a dispute may result in a decision based on the available evidence.

9. Seller Conduct and Communication

• Communicate respectfully, professionally, and without harassment, discrimination, threats, or abuse.
• Do not solicit passwords, payment credentials, one-time codes, or unrelated personal information.
• Do not manipulate reviews, ratings, orders, referrals, clicks, or marketplace statistics.
• Do not impersonate another seller, farm, cooperative, brand, government agency, or certification body.
• Keep buyer information confidential and use it only to complete the relevant transaction.
• Do not send unsolicited marketing messages outside the permissions given by the buyer.

10. Monitoring and Enforcement

Mavuno may review listings, transactions, communications, fulfillment performance, complaints, and verification records to protect marketplace users and maintain platform integrity.

Depending on severity, frequency, risk, and applicable law, Mavuno may:

• Request corrections, documents, inspections, or additional verification.
• Hide, edit, reject, suspend, or remove listings.
• Limit selling privileges, payout access, messaging, promotions, or account features.
• Place temporary holds on funds or transactions.
• Cancel orders, issue refunds, or reimburse affected buyers.
• Suspend or permanently terminate seller accounts.
• Report suspected unlawful activity to regulators, law enforcement, payment providers, or affected parties.

Sellers may be given an opportunity to appeal where appropriate, but urgent safety, fraud, or legal concerns may require immediate action without prior notice.

11. Policy Changes

Mavuno may update this Seller Policy to reflect legal requirements, new marketplace features, payment processes, delivery options, safety standards, or operational changes. Updated terms become effective on the date published unless a different effective date is stated.

12. Questions and Contact

This policy is intended as a marketplace operating standard and should be reviewed alongside Mavuno’s Terms of Service, Privacy Policy, Escrow Policy, Delivery Policy, and applicable law.