Terms and Conditions

These Terms and Conditions apply to all users of the Markood platform, including Customers and Vendors.

These Terms supplement any separate Vendor Agreement, Commercial Terms, Privacy Policy, Refund Policy, Delivery Policy or other agreement entered into with Markood.

If these Terms conflict with a signed Vendor Agreement or Commercial Terms, the signed agreement or Commercial Terms will take priority for the Vendor concerned.

Mandatory Swedish and European Union laws always apply where applicable.

By creating an account, placing an order, registering as a Vendor or otherwise using Markood, you agree to these Terms.

1. User Accounts

1.1 Accurate information

All users must provide accurate, complete and current information when registering or using Markood.

Customers may be required to provide:

  • Full name

  • Email address

  • Telephone number

  • Delivery or billing address

  • Payment information

  • Other information necessary to complete an order

Vendors may be required to provide:

  • Legal business name

  • Organisation number

  • Registered and operating addresses

  • Authorised representative

  • Email address and telephone number

  • Tax and VAT information

  • Beneficial-owner information where required

  • Bank and payout information

  • Relevant licences, permits and insurance

Users must promptly update information when it changes.

Users must not provide false, misleading, incomplete or outdated information.

1.2 Account verification

Markood may verify accounts where reasonably necessary for security, fraud prevention, payment processing or legal compliance.

For Customers, Markood may request reasonable identity, payment or account verification.

For Vendors, Markood may request:

  • Identity documents

  • Company-registration documents

  • Tax and VAT records

  • Bank-account verification

  • Beneficial-owner information

  • Supplier invoices

  • Product-authenticity evidence

  • Product-safety documentation

  • Licences and permits

  • Insurance certificates

Users must cooperate with reasonable verification requests.

Markood may temporarily limit certain account features while required verification remains incomplete.

1.3 Password and account security

Users must:

  • Create a strong and unique password

  • Keep passwords and verification codes confidential

  • Enable multi-factor authentication where available

  • Use secure devices and networks

  • Notify Markood promptly about suspected unauthorised access

  • Keep account-recovery information updated

Users must not share passwords or one-time security codes.

Users are responsible for activity carried out through their accounts unless the activity results from circumstances for which the user is not legally responsible.

1.4 Multiple or duplicate accounts

Users must not create multiple accounts for fraudulent, abusive or misleading purposes.

Accounts must not be created to:

  • Avoid fees

  • Repeatedly obtain promotions

  • Circumvent restrictions

  • Abuse refunds or discounts

  • Avoid complaints

  • Continue using Markood after lawful suspension

  • Conceal identity, ownership or payment information

Markood may review, restrict, combine or close accounts that violate these requirements.

2. Vendor Accounts

2.1 Staff accounts and permissions

Where Markood supports Vendor staff accounts, each staff member should have an individual profile.

The Vendor must:

  • Give staff only the permissions required for their role

  • Review permissions regularly

  • Remove access when employment or cooperation ends

  • Prevent credential sharing

  • Ensure staff follow Markood policies

The primary Vendor account owner remains responsible for managing staff access.

2.2 Multiple stores or branches

Each legal business will normally maintain one primary Vendor account.

A Vendor may request permission to operate multiple stores, brands or branches under its account.

The Vendor must not create unauthorised duplicate stores or Vendor accounts to circumvent Markood policies.

3. Vendor Product Listings

3.1 Listing accuracy

Every product listing must be truthful, complete and current.

Where applicable, Vendors must provide:

  • Accurate product title

  • Clear description

  • Correct brand and model

  • Product condition

  • Material and specifications

  • Available sizes, colours and variations

  • Included items and accessories

  • Known defects or limitations

  • Compatibility information

  • Warranty information

  • Safety warnings and instructions

  • Accurate weight and dimensions

  • Delivery and handling requirements

Important information must not be hidden in photographs, attachments or unclear wording.

3.2 Product photographs

Product images must accurately represent the item being sold.

Vendors must not:

  • Use images without permission

  • Misrepresent included accessories

  • Digitally alter images in a misleading way

  • Use another brand's images to misrepresent a product

  • Hide important damage or defects

  • Upload unlawful or inappropriate content

Markood may request original images or proof that the Vendor has permission to use them.

3.3 Prices and VAT

Vendors must display accurate prices and applicable VAT information.

Consumer prices must include VAT where legally required.

The Vendor is responsible for:

  • Selecting the correct VAT treatment

  • Providing accurate tax information

  • Issuing legally required invoices

  • Maintaining accounting records

  • Paying applicable taxes

The price confirmed when the Customer places an accepted order must not be increased afterwards except where a lawful correction is made through an approved Markood process.

3.4 Discounts and previous prices

Promotions, discounts and previous prices must be genuine, accurate and legally compliant.

Vendors must not:

  • Create artificial previous prices

  • Advertise false discounts

  • Misrepresent the amount saved

  • Use misleading permanent limited-time offers

  • Make false scarcity or urgency claims

Markood may request pricing records supporting a promotion.

3.5 Product condition

Vendors must clearly identify whether a product is:

  • New

  • Used

  • Refurbished

  • Open-box

  • Display stock

  • Damaged or imperfect

Relevant defects, repairs, missing components or signs of previous use must be disclosed before purchase.

3.6 Weight and dimensions

Where relevant, Vendors must provide accurate:

  • Weight

  • Length

  • Width

  • Height

  • Number of packages

Additional requirements should also be disclosed, including:

  • Van delivery

  • Multiple delivery workers

  • Heavy lifting

  • Stair access

  • Lift access

  • Assembly

  • Special handling

  • Scheduled delivery

The Vendor may be responsible for reasonable costs caused by materially inaccurate information.

3.7 Stock availability

Vendors must update stock as soon as availability changes.

Vendors must not:

  • List unavailable products as available

  • Accept orders they cannot fulfil

  • Use false stock quantities

  • Continue selling recalled or prohibited products

Repeated stock-related cancellations may affect Vendor account access.

3.8 Warranty and compatibility

Vendors must provide accurate information concerning:

  • Manufacturer warranties

  • Voluntary Vendor warranties

  • Warranty periods

  • Warranty limitations

  • Product compatibility

  • Required accessories or systems

Commercial warranties do not replace statutory consumer rights.

3.9 Prohibited and restricted products

Vendors must not list:

  • Illegal products

  • Counterfeit products

  • Stolen products

  • Unsafe products

  • Recalled products

  • Fraudulent products

  • Misleading products

  • Products infringing intellectual-property rights

  • Restricted products without required approval

Markood may hide or remove listings when reasonably necessary for safety, legal compliance or investigation.

4. Customer Orders

4.1 Placing an order

Customers are responsible for reviewing their order before submitting it.

Customers should verify:

  • Product

  • Quantity

  • Size

  • Colour

  • Variation

  • Delivery or pickup method

  • Delivery address

  • Contact information

  • Price

  • Applicable fees

Submitting an order constitutes a request to purchase the selected products.

An order may remain subject to Vendor acceptance, payment confirmation, fraud screening or availability.

4.2 Order confirmation

Customers will receive confirmation through the Markood platform or other available communication channels.

An order is considered accepted when acceptance is confirmed through the platform.

Markood may display different stages such as:

  • Pending

  • Accepted

  • Preparing

  • Ready for pickup

  • Out for delivery

  • Delivered

  • Cancelled

  • Refunded

4.3 Customer responsibilities

Customers must:

  • Provide accurate delivery and contact information

  • Be reasonably available when delivery or pickup is expected

  • Follow pickup instructions

  • Use the platform lawfully

  • Avoid fraudulent orders or payment disputes

  • Inspect products within a reasonable period after receiving them

Customers must not intentionally misuse Markood's refund, discount, loyalty or complaint systems.

5. Vendor Order Responsibilities

5.1 Reviewing new orders

Vendors must monitor incoming orders during published operating hours.

Orders should be reviewed promptly and within any timer displayed in the Vendor Dashboard.

Vendors should verify:

  • Product availability

  • Variation

  • Quantity

  • Preparation time

  • Delivery or pickup requirements

  • Customer instructions

5.2 Accepting orders

Vendors must only accept orders they can reasonably fulfil correctly and on time.

Vendors must not knowingly accept an order where:

  • The product is unavailable

  • The selected variation is unavailable

  • Preparation cannot reasonably be completed

  • Delivery requirements cannot be met

  • The product materially differs from the listing

5.3 Preparing orders

Accepted orders must be prepared accurately.

Vendors must:

  • Select the correct product

  • Verify quantity

  • Verify variations

  • Inspect product condition

  • Include listed accessories

  • Use appropriate packaging

  • Include required documentation

  • Prepare orders safely for delivery or pickup

Problems that may materially delay fulfilment should be reported promptly.

5.4 Product substitutions

A Vendor must not replace a product, model, size, colour or variation without Customer approval through an approved Markood process.

Customer silence does not constitute approval.

If a Customer declines a proposed substitution, the Vendor must provide the original item where possible or follow the applicable cancellation or refund process.

5.5 Price changes after purchase

A Vendor must not increase the price of an accepted order.

Vendors must not request additional payment through:

  • Cash outside the approved process

  • Direct bank transfers

  • External card payments

  • Unapproved websites

  • Third-party applications

Legitimate adjustments must be handled through an approved Markood process.

5.6 Order statuses

Vendors must maintain accurate order statuses.

Vendors must not mark an order as:

  • Accepted before acceptance

  • Preparing before preparation begins

  • Ready before the complete order is ready

  • Handed over before collection

  • Delivered before successful delivery

  • Cancelled using a false reason

6. Payments

6.1 Customer payments

Customers must use payment methods supported by Markood.

Available payment methods may vary depending on:

  • Country

  • Product

  • Vendor

  • Order value

  • Customer account

  • Payment provider

Customers authorise Markood and its payment providers to process charges related to their orders.

6.2 Payment verification

Payments may be subject to:

  • Authorisation

  • Fraud screening

  • Identity checks

  • Payment-provider verification

  • Security reviews

An order may be delayed, cancelled or rejected if payment cannot be verified.

6.3 Vendor payouts

Vendor payouts are processed according to the applicable Vendor Agreement, Commercial Terms and payout schedule.

Markood may delay or withhold payouts where reasonably necessary because of:

  • Refunds

  • Chargebacks

  • Fraud investigations

  • Payment disputes

  • Verification requirements

  • Legal requirements

  • Outstanding amounts owed to Markood

Any withholding must be handled in accordance with applicable law and contractual terms.

7. Cancellations, Returns and Refunds

7.1 Customer cancellations

Customers may request cancellation through Markood where cancellation is available.

Whether an order can be cancelled may depend on its current stage.

For example, an order may no longer be cancellable when:

  • Preparation has substantially started

  • A customised item has been produced

  • A perishable product has been prepared

  • Delivery has already started

Nothing in these Terms limits mandatory cancellation or withdrawal rights available under applicable consumer law.

7.2 Vendor cancellations

Vendors may cancel an order only for legitimate reasons, including:

  • Product unavailable

  • Incorrect stock

  • Safety concerns

  • Product defect discovered before fulfilment

  • Inability to fulfil the order

  • Suspected fraud where authorised by Markood

Vendors must select an accurate cancellation reason.

7.3 Returns

Customers may request returns where permitted by:

  • Applicable consumer law

  • Markood policy

  • Vendor warranty

  • Product-specific return conditions

Returned products may need to satisfy reasonable requirements relating to condition, packaging or documentation, except where those requirements would unlawfully restrict statutory consumer rights.

7.4 Refunds

Approved refunds will normally be issued through the original payment method or another method permitted by applicable law and Markood's payment systems.

Processing time may depend on the payment provider or financial institution.

Refund eligibility may depend on circumstances including:

  • Cancelled orders

  • Missing products

  • Incorrect products

  • Damaged products

  • Defective products

  • Failed delivery

  • Approved returns

  • Duplicate payments

  • Other circumstances required by law

7.5 Customer complaints

Customers should provide sufficient information when submitting complaints, including where relevant:

  • Order number

  • Description of the issue

  • Photographs or evidence

  • Missing-item details

  • Delivery details

Submitting false or manipulated evidence may result in account review.

8. Delivery and Pickup

8.1 Delivery information

Customers must provide complete and accurate delivery details.

Markood or a delivery provider may contact the Customer where reasonably necessary to complete delivery.

8.2 Failed delivery

Additional delivery attempts or fees may apply where legally permitted if delivery fails because the Customer:

  • Provided an incorrect address

  • Was unavailable after reasonable attempts

  • Refused delivery without lawful justification

  • Failed to provide required access or instructions

8.3 Pickup orders

Customers must follow pickup instructions provided through Markood.

A pickup verification code, QR code, order number or identity verification may be required.

Customers must not share pickup credentials with unauthorised persons.

8.4 Delivery delays

Estimated delivery times are estimates unless Markood expressly guarantees otherwise.

Delivery may be affected by circumstances such as:

  • Traffic

  • Weather

  • High order volume

  • Vendor preparation delays

  • Delivery-provider availability

  • Events outside reasonable control

Customers will retain any rights provided by applicable law where delays become unreasonable.

9. Customer and Vendor Communication

9.1 Active-order communication

Customers and Vendors should communicate promptly regarding active orders.

Communication may concern:

  • Availability

  • Delays

  • Substitutions

  • Pickup

  • Delivery

  • Missing items

  • Incorrect products

  • Returns

  • Refunds

9.2 Communication standards

All users must communicate respectfully and professionally.

Users must not engage in:

  • Threats

  • Harassment

  • Hate speech

  • Discrimination

  • Fraud

  • Impersonation

  • Abusive behaviour

  • Unlawful communications

9.3 Reviews and complaints

Vendors must not pressure Customers to:

  • Withdraw legitimate complaints

  • Change honest reviews

  • Accept remedies that unlawfully reduce consumer rights

Customers must not threaten Vendors with negative reviews in order to obtain benefits to which they are not entitled.

10. External Transactions

Customers and Vendors must not use Markood primarily to establish contact and then intentionally complete the same transaction outside Markood to avoid applicable platform fees, protections or processes.

Vendors must not instruct Customers introduced through Markood to:

  • Pay outside Markood

  • Complete purchases through another website

  • Cancel Markood orders and repurchase directly

  • Make unauthorised bank transfers

  • Send payment through private accounts

Customers should not make payments outside Markood when Markood requires payment through the platform.

Markood may not be able to provide transaction protection for unauthorised off-platform transactions.

11. Customer Data and Privacy

Personal information must only be processed for lawful purposes.

Vendors may use Customer information only where reasonably necessary for:

  • Order fulfilment

  • Delivery

  • Pickup

  • Customer support

  • Returns

  • Refunds

  • Fraud prevention

  • Legal obligations

Vendors must not use Customer information for unrelated marketing without a lawful basis.

Vendors must not sell or improperly disclose Customer information.

Markood's processing of personal data is further explained in the Markood Privacy Policy.

12. Customer Reviews and Ratings

Customers may submit genuine ratings or reviews based on their experience.

Reviews must not contain:

  • False statements presented as factual claims

  • Spam

  • Threats

  • Harassment

  • Discriminatory content

  • Unlawful material

  • Personal information that should not be publicly disclosed

  • Content unrelated to the transaction

Customers must not submit fake reviews or receive compensation for misleading reviews.

Vendors must not create fake Customer reviews or manipulate ratings.

Markood may remove or restrict content that violates platform rules or applicable law.

13. Vendor Performance

Markood may monitor Vendor performance to maintain marketplace quality.

Performance information may include:

13.1 Order acceptance rate

The percentage of eligible orders accepted by the Vendor.

Vendors should not improve acceptance rates by accepting orders they cannot fulfil.

13.2 Vendor cancellation rate

The percentage of accepted orders later cancelled for Vendor-controlled reasons.

Customer cancellations, fraud and Markood system failures should not be incorrectly attributed to the Vendor.

13.3 Preparation time

The time between accepting an order and correctly marking it ready.

13.4 Late-order rate

The percentage of orders not prepared or completed within the expected time.

Delivery-provider delays should not be attributed to Vendors where the order was prepared correctly and on time.

13.5 Product accuracy

Markood may monitor whether Customers receive the correct:

  • Product

  • Model

  • Quantity

  • Size

  • Colour

  • Variation

  • Accessories

  • Condition

13.6 Complaints

Markood may consider:

  • Number of complaints

  • Severity

  • Supporting evidence

  • Outcomes

A complaint should not automatically count against a Vendor merely because it was submitted.

13.7 Return and refund rate

Markood may monitor returns and refunds resulting from:

  • Incorrect products

  • Defects

  • Inaccurate descriptions

  • Poor packaging

  • Missing products

  • Incorrect stock information

Returns based solely on lawful consumer withdrawal should be distinguished from Vendor-responsible returns where reasonably possible.

13.8 Customer ratings

Markood may consider verified Customer ratings and reviews.

Fraudulent, abusive or irrelevant reviews may be removed.

13.9 Fair performance review

Before imposing serious Vendor restrictions, Markood may consider:

  • Order volume

  • Severity

  • Whether the matter was within Vendor control

  • Available evidence

  • Previous warnings

  • Corrective action

  • Customer safety

  • Product safety

Markood does not guarantee any particular Vendor ranking, traffic level, visibility or sales volume.

14. Prohibited User Behaviour

Customers and Vendors must not:

  • Use Markood for unlawful purposes

  • Commit or attempt fraud

  • Provide false information

  • Impersonate another person or business

  • Interfere with Markood systems

  • Attempt unauthorised access

  • Introduce malicious software

  • Abuse promotions or refunds

  • Manipulate ratings or reviews

  • Misuse another user's personal information

  • Scrape or extract protected platform information without authorisation

  • Circumvent security controls

  • Create misleading accounts

  • Violate intellectual-property rights

15. Intellectual Property

Markood and its licensors retain rights in the Markood platform, including where applicable:

  • Brand names

  • Logos

  • Software

  • User interfaces

  • Designs

  • Databases

  • Website content

  • Platform technology

Users must not copy, modify, distribute or commercially exploit protected Markood material without permission except where allowed by law.

Vendors retain ownership of their own lawful content but grant Markood the rights reasonably necessary to display, promote and operate their listings through the platform.

Users must ensure that content uploaded to Markood does not infringe third-party rights.

16. Platform Enforcement

Markood may take reasonable and proportionate action where a Customer or Vendor violates these Terms, other Markood policies or applicable law.

16.1 Warnings and corrections

For minor issues, Markood may:

  • Issue a warning

  • Request information

  • Request account verification

  • Request correction of a listing

  • Request correction of account information

  • Require resolution of an order issue

16.2 Listing removal

Markood may hide or remove Vendor listings where:

  • Products are illegal

  • Products are prohibited

  • Products are unsafe

  • Products are recalled

  • Listings are misleading

  • Authenticity cannot be verified

  • Intellectual-property rights may be infringed

  • Required documentation is missing

Urgent action may be taken without prior notice where necessary for safety, fraud prevention or legal compliance.

16.3 Account restrictions

Markood may temporarily restrict features such as:

  • Purchasing

  • New listings

  • Promotions

  • Delivery methods

  • Payouts

  • Store visibility

  • Staff access

  • Other platform functions

Restrictions should be reasonably related to the identified issue.

16.4 Temporary suspension

Markood may temporarily suspend accounts during investigation of matters including:

  • Fraud

  • Counterfeit products

  • Serious safety concerns

  • Repeated fulfilment failures

  • Customer-data misuse

  • Payment risks

  • False business information

  • Material policy violations

  • Abuse of refund or promotion systems

16.5 Permanent account closure

Markood may permanently close an account for serious or repeated violations, including:

  • Fraud

  • Illegal activity

  • Counterfeit sales

  • Serious product-safety violations

  • Deliberate data misuse

  • Attempts to evade previous suspension

  • Serious repeated policy violations

  • Legal or regulatory requirements

16.6 Appeals

Where applicable, Markood will provide information concerning:

  • The action taken

  • The main reason

  • Effective date

  • Required corrective action

  • Appeal options

Vendors may submit an appeal through:

Vendor Dashboard → Support → Raise a Ticket

Customers may contact Markood Support through available Customer support channels.

Email:

support@markood.com

Relevant evidence should be included with an appeal.

17. Availability of the Platform

Markood aims to keep the platform available and reliable but does not guarantee uninterrupted operation.

Access may occasionally be affected by:

  • Maintenance

  • Software updates

  • Security incidents

  • Technical failures

  • Third-party provider failures

  • Internet outages

  • Events outside Markood's reasonable control

Markood may modify, replace or discontinue platform functionality where reasonably necessary.

18. Third-Party Services

Markood may use third-party providers for services such as:

  • Payments

  • Delivery

  • Maps

  • Authentication

  • Cloud infrastructure

  • Messaging

  • Analytics

Third-party services may also be subject to their own terms and privacy policies.

Markood is not responsible for third-party services beyond the responsibility imposed on Markood by applicable law.

19. Limitation of Liability

Nothing in these Terms excludes or limits liability where such exclusion or limitation is prohibited by applicable law.

Subject to mandatory law, Markood is not responsible for indirect or consequential losses arising from circumstances outside its reasonable control.

For Customers, statutory consumer rights remain unaffected.

For Vendors, additional liability limitations may be contained in the Vendor Agreement or Commercial Terms.

20. Force Majeure

Markood, Vendors and relevant service providers may not be responsible for delays or failures caused by circumstances beyond reasonable control, subject to applicable law.

Such circumstances may include:

  • Natural disasters

  • Severe weather

  • War

  • Civil disturbances

  • Government actions

  • Labour disruptions

  • Internet failures

  • Payment-network failures

  • Large-scale infrastructure failures

Consumer rights that cannot legally be excluded remain unaffected.

21. Changes to These Terms

Markood may update these Terms for reasons including:

  • Legal requirements

  • Regulatory requirements

  • Security

  • Safety

  • Platform development

  • New functionality

  • Operational changes

Where required, Markood will provide reasonable advance notice.

Material changes affecting Vendors will also be handled according to the applicable Vendor Agreement and law.

Continued use of Markood after updated Terms become effective constitutes acceptance only where legally permitted.

22. Governing Law and Consumer Rights

These Terms are governed by applicable Swedish law, subject to mandatory European Union law and any mandatory consumer protections applicable to Customers.

Nothing in these Terms limits mandatory rights that cannot legally be waived.

Customers may also have rights under the mandatory consumer laws applicable to their place of residence where such rules apply.

23. Contact Markood

Questions, complaints or requests relating to these Terms may be sent to:

Email: support@markood.com

Customers may also use the support options available through the Markood Customer application or website.

Vendors may use:

Vendor Dashboard → Support → Raise a Ticket

Acceptance

Customer Acceptance

By creating a Customer account, placing an order or using Markood as a Customer, you confirm that you have read and agree to these Terms.

Vendor Acceptance

By registering or operating as a Vendor, you confirm that:

  • You are authorised to act for the registered business

  • The information provided to Markood is accurate

  • You agree to follow Markood's account, listing, order, communication, customer-data and performance requirements

  • You agree to comply with the applicable Vendor Agreement and Commercial Terms


Last updated: 01/10/2026