Seller Policy — BonziCart Seller Center

1. Agreement Overview

The nature and scope of this electronic seller agreement with BonziCart.

Binding Electronic Contract

This Seller Policy constitutes a legally binding electronic agreement between you (the "Seller") and Global Logica Software Technologies (BonziCart) ("BonziCart," "We," "Us," "Our"). By completing seller registration on BonziCart, you irrevocably agree to all terms herein. If you do not agree, you must immediately cease use of the seller platform.

"We / Us / Our" refers to Global Logica Software Technologies (BonziCart), #20/3, Kaushika Plaza, 80 Feet Road, KHB Colony, 2nd Stage, Basaveshwaranagar, Bengaluru, Karnataka, 560079, India.

"You / Your / Seller" refers to any individual, sole proprietor, firm, company, or entity that registers and operates a seller account on the BonziCart marketplace.

"Buyer" refers to any user who browses, adds to cart, or purchases products listed by you on the BonziCart website or mobile application.

"Platform" refers to the BonziCart website (bonzicart.com), mobile applications, APIs, and all associated seller tools and dashboards.

Governing Law: This Agreement is governed by the laws of India. Disputes shall be subject to the exclusive jurisdiction of courts in Bangalore, Karnataka, with arbitration under the Arbitration and Conciliation Act, 1996.

Electronic Validity: This agreement is valid under the Information Technology Act, 2000 (IT Act) and has the same legal force as a signed physical contract.

This policy is read in conjunction with BonziCart's Terms & Conditions, Privacy Policy, and Intellectual Property Policy. In case of conflict, this Seller Policy takes precedence for seller-specific matters.

2. Seller Registration & Account

Requirements for registering as a seller and maintaining your account in good standing.

Seller Eligibility

The BonziCart seller platform is restricted to individuals of 18 years of age or above who are legally competent to enter binding contracts under Indian law. Minors cannot operate seller accounts. For detailed eligibility, document requirements, and entity types, refer to our Eligibility to Sell guide.

You must provide accurate, current, and complete information during registration. Providing false or misleading information is grounds for immediate account termination and may attract legal liability.

By registering, you expressly authorise BonziCart to verify all submitted information — including PAN, Aadhaar, GSTIN, and bank account details — with the relevant government authorities and financial institutions.

Each seller may maintain only one active seller account. Operating multiple seller accounts without prior written approval from BonziCart is a serious policy violation.

You are solely responsible for maintaining the confidentiality of your seller account credentials. All activities conducted under your account are your responsibility. Notify BonziCart immediately at [email protected] if you suspect unauthorised access.

Seller access to the platform begins upon successful KYC verification and account approval. BonziCart reserves the right to delay activation pending document review.

You must keep your registered details (address, GSTIN, bank account, contact information) up to date at all times. Outdated information leading to payment failures or compliance issues is your responsibility.

If your seller account is removed or terminated for policy violations, you are permanently ineligible to register a new seller account on BonziCart under any name, entity, or identity.

3. Seller Obligations & Code of Conduct

Standards of conduct every BonziCart seller must uphold at all times.

Authenticity

Sell only genuine, authentic products you have the legal right to sell. Counterfeit, stolen, or unauthorised goods are strictly prohibited.

Timely Fulfilment

Pack and ship accepted orders within 48 hours. Consistent late fulfilment negatively impacts your performance score and account standing.

Stock Management

Maintain accurate inventory. Never accept orders you cannot fulfil. Cancelling orders due to stock shortages damages seller performance metrics.

Accurate Pricing

List products at fair, accurate prices. Price manipulation, artificial inflation before discounts, or predatory pricing are policy violations.

Approved Packaging

Use only BonziCart-approved packing materials. Including personal visiting cards, pamphlets, or off-platform promotional content in packaging is prohibited.

Customer Service

Respond to all buyer queries within 24 hours through the BonziCart messaging platform. Maintain a professional, respectful, and helpful tone at all times.

Tax Compliance

Issue GST-compliant tax invoices for every transaction. File GST returns accurately and on time. Non-compliance affects your account status.

Data Privacy

Never use buyer contact details for marketing, promotions, or any purpose outside the fulfilment of their order. Violations attract legal liability under the DPDP Act 2023.

Platform Loyalty

Do not attempt to divert buyers to external websites, apps, or payment channels. All transactions must be completed through BonziCart's official checkout.

No Manipulation

Do not engage in fake reviews, review swapping, self-purchasing, or any behaviour designed to artificially inflate ratings or suppress competitors.

4. Product Listing Standards

Rules governing how products must be listed accurately and fairly on the BonziCart marketplace.

1

Accurate Product Information

All product titles, descriptions, images, specifications, and attributes must accurately represent the actual product. Misleading information — including false claims about materials, origins, certifications, or compatibility — is a policy violation.

2

High-Quality Images

Products must have at least one high-resolution image (min. 800×800px) on a clean background. Images must show the actual product being sold. Stock images that do not match the delivered product are prohibited.

3

Correct Category Placement

List products in the correct, most specific category. Intentional miscategorisation to game search algorithms or avoid category restrictions is a policy violation.

4

Fair Pricing

The listed price must reflect the genuine selling price including all mandatory charges. Hidden fees not disclosed at listing are prohibited. Prices should be competitive and not artificially inflated above MRP.

5

Non-Returnable / Non-Cancellable Products

If a product is non-returnable or non-cancellable (e.g., perishables, personalised items, digital goods), this must be clearly stated in the product description before purchase. Retroactive non-return claims will not be honoured.

6

Inventory Accuracy

Maintain real-time, accurate stock counts. Out-of-stock products must be marked as unavailable immediately. Accepting orders for items you do not have in stock is a fulfilment violation.

7

Regulatory Compliance

Products requiring mandatory certifications (BIS, FSSAI, ISI, AYUSH, Drug licence, etc.) must have valid, current certifications before listing. Listing uncertified products in regulated categories may result in immediate de-listing and legal action.

8

MRP Compliance

Products subject to MRP regulation under the Legal Metrology (Packaged Commodities) Rules must be listed at or below the printed MRP. Listing above MRP is illegal under Indian consumer law.

Listing Removal

BonziCart reserves the right to remove, suppress, or edit any listing that violates these standards at any time without prior notice. Repeated listing violations result in escalating penalties including account suspension.

5. Order Management & Fulfilment

Your obligations from the moment a buyer places an order to successful delivery.

Step 01 · Immediate

Order Notification & Confirmation

Upon receiving an order, you must confirm acceptance via the Seller Dashboard or BonziCart app within 12 hours. Unacknowledged orders auto-cancel after 24 hours and count as seller-cancelled orders, negatively impacting your performance score.

Step 02 · Within 24 Hours

Picking & Packaging

Pick the correct product and pack it securely using BonziCart-approved packaging materials only. Packaging must protect the product during transit and must not include any promotional inserts, visiting cards, QR codes, or off-platform redirect materials. The tax invoice must be included inside the package.

Step 03 · Within 48 Hours of Order

Handover to Logistics

Ship the packed order within 48 hours of order confirmation. Update the tracking information on the Seller Dashboard immediately after handover. Failure to ship within 48 hours is classified as a late shipment and impacts your Late Shipment Rate (LSR) metric.

Step 04 · In Transit

Shipment Tracking

Monitor your shipment's progress. If a shipment is lost or significantly delayed in transit, proactively notify BonziCart Seller Support and the buyer within the BonziCart messaging platform. Do not communicate via external channels.

Step 05 · On Delivery

Delivery Confirmation

Orders are marked delivered by the logistics partner. If a buyer reports a non-delivery, the claim is investigated by BonziCart using logistics proof of delivery (POD). Ensure your logistics partners provide POD for every shipment.

Step 06 · Post-Delivery

Return Window & Payment Settlement

The buyer has a 7-day return window from delivery. After this window closes without a return request, payment is settled to your bank account on the T+7 cycle. Maintain product quality to minimise return requests.

Stock Responsibility

Maintaining adequate stock of all listed products is solely your responsibility. BonziCart does not accept stock insufficiency as a valid reason for order cancellation. Repeated stock-related cancellations will result in automatic listing suppression.

6. Tax Invoices & GST Compliance

Mandatory invoicing requirements under the CGST Act 2017 for every BonziCart transaction.

Mandatory Requirement

Issuing a tax invoice for every order is a statutory obligation under the CGST Act 2017. Failure to issue a valid tax invoice is both a policy violation and a tax offence that may attract penalties from GST authorities.

A valid GST tax invoice must accompany every product delivery. The invoice must be placed inside the package before dispatch.

All tax invoices must contain: your business name, GSTIN, business address, invoice number and date, buyer's name and delivery address, HSN/SAC code, product description, quantity, unit price, total value, GST rate and amount (CGST + SGST or IGST), and total payable amount.

For intra-state supplies, charge CGST + SGST. For inter-state supplies (where buyer's state differs from your registered state), charge IGST.

BonziCart generates a system invoice for each transaction accessible via the Seller Dashboard. You may use this as your tax invoice or issue your own — both are acceptable, but at least one must accompany the shipment.

BonziCart deducts Tax Collected at Source (TCS) at 1% of the net value of taxable sales under Section 52 of the CGST Act and files GSTR-8 on your behalf. You can claim this TCS credit in your electronic cash ledger.

Maintain all invoices and GST records for a minimum of 6 years as required by the CGST Act. BonziCart may request records during audit or dispute investigations.

Issuing invoices with incorrect GSTIN, wrong tax classification, or understated value for tax evasion is a serious offence. BonziCart will report detected tax fraud to the GST authorities.

7. Order Cancellation Policy

Rules governing buyer- and seller-initiated order cancellations and their impact on performance.

Cancellation Type	Initiated By	Performance Impact	Refund Obligation
Buyer cancels before dispatch	Buyer	None	Full refund within 5–7 business days to original payment method
Buyer cancels after packing (pre-ship)	Buyer	Seller's discretion to accept	Full refund if accepted; seller may dispute if already dispatched
Seller cancels — stock unavailable	Seller	Negative — ODR impact	Full refund immediately to buyer
Seller cancels — pricing error	Seller	Negative — ODR impact	Full refund immediately to buyer
BonziCart-initiated cancellation (fraud/violation)	BonziCart	Negative — Strike recorded	Full refund to buyer; seller charged penalty
Buyer delays — seller convinces buyer to wait for stock	Mutual agreement	None, if documented	No refund required if buyer agrees to wait

Pre-Fulfillment Cancellation Rate (PFCR)

Your PFCR — the percentage of orders you cancel before shipping — must remain below 2.5%. Exceeding this threshold triggers a performance warning, and sustained breaches result in account restriction. Monitor your PFCR in real time on your Seller Dashboard.

Refund Timeline

When you cancel a paid order, the full amount must be refunded to the buyer in their original mode of payment within 5 business days. BonziCart initiates refunds automatically upon cancellation — however, any seller-side delays in confirming cancellation may delay the refund timeline.

8. Return & Refund Policy

How returns and refunds work for sellers — your obligations and BonziCart's process.

Return Window: Buyers may request returns within 7 days of delivery (category-specific windows may vary — electronics may have a shorter window; fashion and accessories a standard 7-day window).

Non-Returnable Products: Products listed as "Non-Returnable" (e.g., perishables, personal hygiene items, digital goods, custom/personalised items) are exempt from returns — but this must be clearly stated in the product listing before purchase.

Replacement Obligation: If a buyer requests a replacement and you have the item in stock, you must provide a replacement within your standard dispatch timeline. Refusing a valid replacement request without a substitute escalates to a mandatory full refund.

Full Refund on Seller Failure: If you fail to provide a replacement or cannot fulfil the replacement, you must issue a 100% refund to the buyer in the original mode of payment. BonziCart may deduct this amount from your pending settlements.

Defective / Damaged Products: Returns for defective, damaged, or not-as-described products must be accepted regardless of your standard return policy. Shipping cost for such returns is borne by you.

Return Verification: You may request photo evidence of the returned product's condition. If the returned product differs materially from the item you dispatched, raise a dispute within 48 hours of receiving the return with supporting evidence (dispatch photos, weight slips).

Reverse Pickup: BonziCart coordinates reverse logistics for returns. The cost is borne by the seller for defective/wrong items and by the buyer for change-of-mind returns (subject to category policy).

Refund Manipulation: Delaying, refusing, or manipulating refunds to avoid liability is a serious policy violation and will result in account suspension plus a forced refund from your seller balance.

9. Performance Criteria & Seller Health

The metrics BonziCart uses to evaluate seller health and the consequences of under-performance.

Performance Dashboard

All performance metrics are updated in real time and visible in your Seller Dashboard under "Account Health." BonziCart holds full discretion to determine whether performance criteria are being met, based on data from orders, buyer feedback, logistics partners, and dispute outcomes.

Metric	Target	Warning Threshold	Consequence
Order Defect Rate (ODR)	< 1%	≥ 1%	Listing suspension + mandatory improvement plan
Pre-Fulfillment Cancellation Rate (PFCR)	< 2.5%	≥ 2.5%	Warning → listing restriction
Late Shipment Rate (LSR)	< 4%	≥ 4%	Reduced search visibility → suspension
Order Fulfillment Rate	> 95%	< 95%	Category restriction
Response Time (Buyer Queries)	< 24 hours	> 24 hours	Performance flag + rating penalty
Average Seller Rating	≥ 4.0 / 5 stars	< 3.5 / 5 stars	Suppressed Buy Box + low visibility
Return Rate	< 5%	≥ 5%	Category review + listing audit
Policy Violation Strikes	0	2+ strikes / year	3rd strike = permanent suspension

Performance Improvement Plan (PIP)

Sellers who breach warning thresholds are placed on a 30-day Performance Improvement Plan. BonziCart provides detailed recommendations and coaching via the Seller Dashboard during the PIP period. Failure to meet targets by the end of the PIP results in account suspension. Sellers may appeal PIP outcomes via email to [email protected] with supporting evidence.

10. Policy Violations & Disciplinary Action Important

BonziCart's three-strike system and the escalating consequences for policy breaches.

Strike	Trigger	Action Taken	Duration
Strike 1	First confirmed policy violation	Formal warning email; performance flag on account; mandatory policy re-acknowledgement	Warning stays on record for 12 months
Strike 2	Second violation within 12 months	Listing suppression for 7–30 days; payment hold (up to 14 days); mandatory seller training completion	Restriction for up to 30 days
Strike 3	Third violation within 12 months	Permanent account suspension; all active listings removed; pending payments held pending investigation; blacklisting from re-registration	Permanent

Zero-Tolerance Offences — Immediate Termination

Certain violations bypass the three-strike system and result in immediate permanent account termination without warning: selling counterfeit/fake products; fraud or identity misrepresentation; listing banned/illegal items; price manipulation at scale; attempting to bribe or threaten BonziCart staff or buyers; and operating multiple accounts to circumvent bans. BonziCart will also pursue civil and criminal legal action where warranted.

BonziCart continuously monitors seller activity including listing quality, order data, buyer complaints, logistics records, and third-party intelligence to detect policy violations.

Buyers and other sellers are encouraged to report suspected policy violations via the "Report a Problem" feature. All reports are treated confidentially and investigated impartially.

Including personal visiting cards, marketing pamphlets, off-platform URLs/QR codes, or private messages inside packaging is a policy violation and will attract a strike.

Manipulating buyer reviews — offering refunds, discounts, or gifts in exchange for positive reviews — is a serious violation that may attract regulatory action under the Consumer Protection Act 2019.

Sellers may not list products at artificially low prices to generate traffic and then deliver substandard goods. Such bait-and-switch tactics are both a policy violation and a consumer protection offence.

11. Prohibited & Restricted Products

Products that may never be listed on BonziCart under any circumstances, and those requiring special approval.

Absolute Prohibition

Listing any prohibited product results in immediate listing removal, account suspension, and may result in referral to law enforcement authorities. Ignorance of this list is not a valid defence.

Alcohol & Liquor

Tobacco Products

Arms & Weapons

Illegal Drugs / Narcotics

Fireworks & Explosives

Hazardous / Dangerous Materials

Obscene / Adult Content

Unregistered Surgical Devices

Endangered Species / Wildlife

Blood Diamonds / Conflict Minerals

Counterfeit / Fake Goods

Govt. Banned Products

Fake Currency / Coins

Hacking / Malware Tools

Surveillance / Spy Equipment

E-Waste (unregistered)

Restricted Categories (Approval Required)

Certain categories — including food & FSSAI-regulated products, pharmaceuticals, jewellery, pesticides, baby products, and medical devices — require explicit category approval from BonziCart before listing. See the Eligibility to Sell guide for the full approval process.

12. Communication Policy

Rules governing all communications between sellers, buyers, and third parties on BonziCart.

Platform-Only Communication: All communications between you and buyers must take place exclusively through BonziCart's integrated messaging platform. Communications via WhatsApp, email, phone, or any external channel are invalid for dispute purposes and constitute a policy violation.

Professional Standards: All communications must be professional, respectful, and helpful. Use of profane, abusive, threatening, discriminatory, or indecent language — in any language — results in immediate account termination without prior notice.

Response Time: Respond to all buyer messages within 24 hours. Sustained non-responsiveness is a performance metric violation that reduces your seller rating and search visibility.

Off-Platform Diversion: Attempting to direct buyers to any external website, payment portal, social media page, or app is strictly prohibited. This includes including URLs, QR codes, or phone numbers in messaging, packaging, or listings.

Buyer Data Misuse: Using buyer contact details (name, phone, email, address) obtained through BonziCart for marketing, cold-calling, re-targeting, or any purpose other than fulfilling their order is a serious violation of the Digital Personal Data Protection Act 2023 and this policy.

Third-Party Promotion: Sending promotional content, discount codes for other platforms, affiliate links, or any marketing material that could divert buyers away from BonziCart is strictly prohibited.

Seller-to-Seller Communication: BonziCart does not facilitate direct seller-to-seller contact. Any attempts at collusion, price-fixing, or coordinated manipulation between sellers constitutes anti-competitive behaviour actionable under the Competition Act, 2002.

13. Intellectual Property Compliance

Your obligations to respect intellectual property rights of brands, creators, and rights holders.

You represent and warrant that every product you list does not infringe any copyright, trademark, patent, trade secret, or other intellectual property right of any third party.

Listing counterfeit, "replica," "inspired by," "AAA quality," or any goods falsely branded as a trademarked brand without authorisation is absolutely prohibited and constitutes criminal offence under the Trade Marks Act 1999.

If you are an authorised reseller of a brand, maintain a current written authorisation letter from the brand owner. BonziCart may request this at any time, and inability to produce it may result in delisting.

All product images, descriptions, and content you upload must either be your own original work or licensed for commercial use. Using images scraped from brand websites or competitors without permission is a copyright violation.

BonziCart has a takedown procedure for rights owners to report IP infringements. Repeated IP violations — even if individual listings are removed — result in escalating strikes and potential permanent suspension.

For detailed guidance on IP types, DMCA takedown procedures, appeal processes, and the Seller Code of IP Conduct, refer to our Intellectual Property Policy for Sellers.

IP Infringement Reporting

Rights owners and sellers who discover listings infringing their IP can report them via the "Report IP Violation" button on any listing page or by emailing [email protected] with supporting documentation.

14. Dispute Resolution

How BonziCart handles conflicts between sellers and buyers, and between sellers.

1

Direct Resolution First

Sellers and buyers are encouraged to resolve disputes directly through the BonziCart messaging platform within 48 hours of a dispute being raised. Most issues (wrong product, damaged item, delivery queries) can be resolved at this stage.

2

BonziCart Mediation

If direct resolution fails within 48 hours, BonziCart's Dispute Resolution team investigates the case using available evidence: order records, tracking data, photos, messaging history, and logistics proof of delivery. Both parties are notified of the investigation.

3

Evidence Submission

To raise a formal dispute, submit adequate documentary evidence via the Seller Dashboard: dispatch photos, packaging weight slips, logistics receipts, buyer message screenshots (from BonziCart platform only). Disputes without evidence may be decided in the buyer's favour.

4

BonziCart's Decision

BonziCart's dispute resolution decision is unbiased, final, and binding on both parties. Outcomes may include full refund to buyer, partial refund, replacement, or rejection of the dispute. Disputed amounts may be deducted from seller settlements pending resolution.

5

Performance Impact

All disputes — regardless of outcome — negatively impact the seller's Order Defect Rate (ODR). Sellers are incentivised to minimise disputes through high product quality, accurate listings, and prompt customer service.

6

Penalty for Late Delivery Disputes

If a buyer raises a dispute for significantly delayed delivery confirmed by logistics records, the buyer receives a full refund and the seller is charged a late delivery penalty. The penalty amount is specified in the Seller Fee Schedule.

7

Returned Product Mismatch

If you believe a returned product is not the same item you dispatched, raise a return mismatch dispute within 48 hours of receiving the return, with photo evidence. BonziCart will investigate and may initiate buyer-side action if fraud is confirmed.

Escalation & Arbitration

If you disagree with BonziCart's dispute resolution outcome, you may escalate in writing to [email protected] within 14 days. Unresolved escalations are subject to arbitration in Bangalore under the Arbitration and Conciliation Act, 1996, with a sole arbitrator appointed by BonziCart.

15. Limitation of Liability & Indemnification

BonziCart's liability limits and your indemnification obligations as a seller.

BonziCart is a Platform, Not a Party to Transactions

BonziCart operates as a marketplace that facilitates transactions between independent sellers and buyers. BonziCart is not the seller of record, does not take title to goods, and is not a party to the contract of sale between you and your buyer. You are solely responsible for the products you sell, their quality, legality, and compliance with applicable laws.

BonziCart shall not be liable for any investment, business loss, indirect, incidental, special, consequential, or punitive damages arising from or related to your use of the seller platform, including loss of profits, data, goodwill, or business opportunity.

BonziCart is not responsible for the price of any product listed on its platform, including any discounts, sales events, or promotional pricing decisions made by sellers.

BonziCart does not guarantee uninterrupted platform availability, and shall not be liable for losses arising from platform downtime, technical errors, or force majeure events (natural disasters, government actions, pandemics, cyber-attacks, etc.).

Seller Indemnification: You agree to defend, indemnify, and hold harmless Global Logica Software Technologies (BonziCart), its directors, officers, employees, agents, and affiliates from any claims, losses, liabilities, damages, penalties, fines, or legal costs arising from: (a) your products; (b) your breach of this policy; (c) your negligence or wilful misconduct; (d) IP infringement claims related to your listings; (e) your tax non-compliance; or (f) any dispute between you and a buyer.

Liability Cap: To the maximum extent permitted by law, BonziCart's total aggregate liability to you for any claim arising under this agreement shall not exceed the total marketplace fees paid by you to BonziCart in the 3 months preceding the event giving rise to the claim.

16. Account Suspension & Termination

Grounds for and consequences of seller account suspension or permanent termination.

BonziCart's Right to Terminate: BonziCart reserves the right to suspend or permanently terminate your seller account at any time, with or without prior notice, at its sole discretion, if it reasonably believes you are in violation of this policy, any applicable law, or if continuation of your account is detrimental to buyers, other sellers, or the BonziCart brand.

Grounds for Immediate Termination (No Warning): Fraud, identity misrepresentation, selling counterfeit goods, operating multiple banned accounts, threatening or bribing BonziCart employees or buyers, criminal investigations, court orders, government directives, or three accumulated policy strikes.

Seller-Initiated Closure: You may close your seller account at any time by submitting a closure request via the Seller Dashboard. You must fulfil all pending orders and resolve all open disputes before account closure is finalised. Pending settlements will be released within 30 days after all obligations are met.

Post-Termination Obligations: Even after account closure or termination, your obligations regarding pending orders, refunds, and buyer disputes remain in effect. Your indemnification obligations and any outstanding liabilities survive termination.

Data Retention: Upon termination, your seller account data is retained as required by applicable law (GST records: 6 years; general records: as per IT Act). You may request a data export within 30 days of termination.

Permanent Ban on Re-Registration: If your account is terminated for policy violations, you and any business entity you control are permanently ineligible to register as a seller on BonziCart. Attempting to circumvent a ban by registering under a different name, PAN, or entity is fraud and will be reported to authorities.

17. Amendments to This Policy

How BonziCart updates this policy and how you will be notified of changes.

BonziCart may update, amend, or revise this Seller Policy at any time to reflect changes in law, business practices, marketplace operations, or regulatory requirements.

For material changes, BonziCart will provide at least 14 days' advance notice via email to your registered address and/or a prominent notice on the Seller Dashboard before the change takes effect.

Minor changes (clarifications, formatting updates, non-material adjustments) may be made without prior notice. The "Effective Date" at the top of this policy will always reflect the latest revision date.

Your continued use of the BonziCart seller platform after the effective date of any amendment constitutes your acceptance of the revised policy. If you disagree with any amendment, you must close your seller account before the amendment's effective date.

It is your responsibility to review policy updates regularly. BonziCart recommends checking this page whenever you receive a policy update notification. Archived versions are available from Seller Support upon request.

Version History:
v2.4 — June 7, 2026: Updated GST TCS provisions, DPDP Act 2023 compliance, performance metric thresholds, and IP provisions. · v2.0 — April 2023: Major policy overhaul. · v1.0 — 2020: Original policy.

18. Frequently Asked Questions

Common questions about BonziCart's seller policies and seller rights.

Can BonziCart delete my seller account without giving a reason?

Yes. As stated in this policy, BonziCart reserves the right to suspend or terminate seller accounts at its sole discretion, with or without prior notice, if it believes a violation has occurred or if continuing the account is detrimental to the marketplace. That said, for performance-related issues, BonziCart provides a 30-day Performance Improvement Plan before suspension. For zero-tolerance offences (fraud, counterfeit goods, etc.), termination is immediate. You may appeal any termination decision by emailing [email protected] within 14 days.

What counts as an "Order Defect"?

An Order Defect is any of the following: (1) a negative buyer review (1–2 stars) attributable to seller conduct; (2) an A-to-Z guarantee claim upheld in the buyer's favour; (3) a chargeback filed by the buyer; (4) a confirmed delivery of wrong, damaged, or counterfeit product; (5) a seller-cancelled order. Your Order Defect Rate (ODR) is the percentage of orders in the last 60 days that have at least one of these defects. Keep it below 1% to stay in good standing.

Can I refuse a return request from a buyer?

You can refuse returns on products you have explicitly listed as "Non-Returnable" before purchase (and the buyer acknowledged this). However, for defective, damaged, or not-as-described products, returns must be accepted regardless of your return policy — this is a statutory right of the buyer under the Consumer Protection Act 2019. Refusing valid returns results in BonziCart initiating a forced refund and a policy violation strike.

What happens to my pending payments if my account is suspended?

During a suspension investigation, pending settlements are placed on hold for up to 30 days while BonziCart investigates. If no fraud or unpaid refund liability is found, payments are released. If the investigation finds liabilities (refunds owed to buyers, penalties), these are deducted and the balance is released. In cases of fraud or criminal investigation, funds may be held indefinitely pending legal resolution or law enforcement instructions.

Am I allowed to sell on BonziCart and other marketplaces at the same time?

Yes. BonziCart does not require exclusivity and you may sell on other platforms simultaneously. However, you must ensure: (1) prices on BonziCart are not materially higher than on other platforms (fair pricing policy); (2) stock levels listed on BonziCart reflect actual available inventory; and (3) orders from BonziCart are given the same priority and fulfilment standards as any other channel.

Can I appeal a policy violation strike?

Yes. You may appeal any policy violation strike within 14 days of receiving the notification, by emailing [email protected] with: (a) the strike notification reference number; (b) your explanation and any evidence contradicting the violation finding; and (c) your corrective action plan to prevent recurrence. BonziCart's Seller Trust team will review the appeal within 7 business days and communicate the outcome. Appeal decisions are final.

What packaging materials must I use?

You must use BonziCart-approved branded packaging materials for all orders. These include BonziCart-branded poly bags, boxes, and tamper-evident tape, available for purchase through the Seller Dashboard under "Packaging Supplies." Using third-party, unbranded, or competitor-branded packaging, or inserting any marketing material, visiting cards, or off-platform promotions inside packaging, is a policy violation that attracts a strike.

How do I contact BonziCart Seller Support?

You can reach BonziCart Seller Support through: (1) the Seller Dashboard — "Help & Support" section (recommended — fastest response); (2) email at [email protected]; (3) for legal and IP matters: [email protected]. Support is available Monday–Saturday, 9 AM–6 PM IST. Premium and Power Sellers receive priority support with dedicated account managers available on extended hours.

BonziCart Seller Policy