Vendor Terms and Conditions

These Vendor Terms and Conditions apply to every Vendor using the Markood Vendor Platform.

They supplement the Markood Vendor Agreement. If these Terms conflict with the signed Vendor Agreement or Commercial Terms, the signed Agreement or Commercial Terms will take priority. Mandatory Swedish and EU laws always apply.

1. Vendor account

1.1 Accurate registration information

The Vendor must provide complete, accurate and current information, including:

The Vendor must update its information promptly when it changes.

The Vendor must not provide false, misleading, incomplete or outdated information.

1.2 Account verification

Markood may verify the Vendor before activating the store and periodically afterwards.

Markood may request:

The Vendor must cooperate with reasonable verification requests.

Markood may delay activation, payouts or access to certain features while necessary verification remains incomplete.

1.3 Password and account security

The Vendor must:

The Vendor must not share passwords or one-time security codes.

The Vendor is responsible for activity performed by authorised users of its account.

1.4 Staff accounts and permissions

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

The Vendor must:

The primary account owner remains responsible for managing staff access.

1.5 Duplicate accounts

Each legal business will normally maintain one primary Vendor account.

The Vendor must not create duplicate or unauthorised accounts to:

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

Markood may close or combine unauthorised duplicate accounts after appropriate review.

2. Product listings

2.1 Listing accuracy

Every product listing must be truthful, complete and current.

The Vendor must provide:

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

2.2 Product photographs

Photographs must accurately represent the product being sold.

The Vendor must not:

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

2.3 Prices and VAT

The Vendor must display the correct product price and applicable VAT information.

Consumer prices must include VAT where legally required.

The Vendor is responsible for:

The price confirmed when the customer places an accepted order must not be increased afterwards.

If a listing contains an obvious pricing error, the Vendor must not silently change the order price. The order must be handled through Markood’s approved correction or cancellation process.

2.4 Discounts and previous prices

Discounts and previous prices must be genuine, accurate and legally compliant.

The Vendor must not:

Markood may request pricing records supporting a promotion or previous price.

2.5 Product condition and specifications

The Vendor must clearly identify whether a product is:

Any relevant defect, repair, missing component or sign of use must be disclosed before purchase.

2.6 Weight and dimensions

The Vendor must provide accurate product and package:

The Vendor must also disclose requirements involving:

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

2.7 Stock availability

Stock must be updated as soon as availability changes.

The Vendor must not:

Repeated cancellations caused by inaccurate stock may affect Vendor performance and account access.

2.8 Warranty and compatibility

The Vendor must provide accurate information about:

A commercial warranty supplements statutory consumer rights and does not replace them.

2.9 Prohibited and restricted products

The Vendor must not list:

Markood may immediately hide a listing when reasonably necessary to protect customers, comply with law or investigate a serious concern.

3. Orders

3.1 Reviewing new orders

The Vendor must monitor incoming orders during its published operating hours.

New orders must be reviewed promptly and within the timer displayed in the Vendor Dashboard.

The Vendor should check:

3.2 Accepting orders

The Vendor must accept only orders it can fulfil correctly and on time.

The Vendor must not accept an order to secure payment when it knows that:

3.3 Preparing orders

Accepted orders must be prepared within the dashboard timer.

The Vendor must:

The Vendor must immediately report a problem that may delay fulfilment.

3.4 Product substitutions

The Vendor must never replace a product, model, size, colour or variation without customer approval through an approved Markood process.

If the customer rejects the proposed replacement, the Vendor must provide the original product or use the approved cancellation or refund process.

Silence from the customer does not constitute approval.

3.5 Price changes after purchase

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

The Vendor must not request:

If an order requires a legitimate adjustment, it must be handled through an approved Markood process and clearly accepted by the customer.

3.6 Accurate order statuses

The Vendor must update each order accurately.

The Vendor must not mark an order as:

False or premature status updates may result in performance review or account restrictions.

4. Customer communication

4.1 Active-order communication

Questions involving an active order must be answered without unnecessary delay.

The Vendor must promptly communicate issues involving:

4.2 Response times

When the Vendor is displayed as Online, messages should be answered as quickly as reasonably possible.

Offline customer messages should normally receive a response within 12 hours.

A shorter response time may apply to active orders when immediate action is required.

4.3 Communication standards

All communication must be:

The Vendor must not pressure a customer to withdraw a complaint, change an honest review or accept a remedy that reduces mandatory consumer rights.

4.4 External payments and transactions

The Vendor must not redirect Markood customers to:

This restriction applies to customers introduced to the Vendor through Markood.

4.5 Customer data

Customer information may only be used for:

The Vendor must not use customer information for unrelated marketing without a separate lawful basis.

The Vendor must not sell, disclose or upload customer information to unrelated systems.

5. Vendor performance

Markood may monitor Vendor performance to protect customers and maintain marketplace quality.

Performance information may include:

Order acceptance rate

The percentage of eligible orders accepted by the Vendor.

The Vendor should not improve this rate by accepting orders it cannot fulfil.

Vendor cancellation rate

The percentage of accepted orders later cancelled because of Vendor-controlled issues, including inaccurate stock or inability to prepare the order.

Cancellations caused by customers, fraud or Markood system errors should not be incorrectly attributed to the Vendor.

Preparation time

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

Late-order rate

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

Delays caused by Markood Delivery should not be attributed to the Vendor when the order was prepared correctly and on time.

Product accuracy

Markood may monitor whether customers receive the correct:

Customer complaints

Markood may consider the number, severity, evidence and outcome of complaints.

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

Return and refund rate

Markood may monitor returns and refunds, particularly those caused by:

Lawful customer withdrawals without Vendor fault should be distinguished from Vendor-responsible returns.

Customer ratings

Markood may consider verified customer ratings and reviews.

Markood may remove ratings or reviews that are fraudulent, abusive, irrelevant or otherwise violate platform rules.

Fair performance review

Before imposing serious restrictions, Markood should consider:

Markood does not guarantee that every Vendor will receive a particular ranking, traffic level or sales volume.

6. Platform enforcement

Markood may take proportionate action when the Vendor violates these Terms, the Vendor Agreement, Markood policies or applicable law.

6.1 Requesting corrections

For minor or first-time issues, Markood may require the Vendor to:

Markood may set a reasonable correction deadline.

6.2 Removing a product listing

Markood may hide or remove a listing when:

Urgent removal may occur without advance notice when required for safety, fraud or legal compliance.

6.3 Restricting account features

Markood may temporarily restrict:

Restrictions must be related and proportionate to the identified issue.

6.4 Temporary suspension

Markood may temporarily suspend a store while investigating:

Existing orders, refunds, complaints and legal obligations remain active during suspension unless Markood instructs otherwise.

6.5 Permanent account closure

Markood may permanently close a Vendor account for:

Permanent closure follows the offboarding process in the Vendor Agreement.

6.6 Reasons and appeals

When required by law, Markood will provide:

The Vendor may appeal through:

Vendor Dashboard → Support → Raise a Ticket

or contact:

support@markood.com

The Vendor should submit all relevant evidence with the appeal.

7. Changes to these Terms

Markood may update these Terms for legal, regulatory, safety, security or operational reasons.

Markood will provide the notice required by the Vendor Agreement and applicable law.

Continued use after the effective date constitutes acceptance only where legally permitted.

8. Contact Markood

Questions about these Terms may be sent to:

Email: support@markood.com