EmaanMall Distribution Marketplace

1 INTRODUCTION

1.1 Purpose and Scope of These Terms

These Terms and Conditions govern the participation, registration, and activities of all businesses and individuals who wish to sell, distribute, manufacture, or supply products through the EmaanMall Distribution Marketplace. The primary purpose is to establish a clear and transparent framework defining the rights, obligations, and responsibilities of all suppliers, distributors, manufacturers, and dealers on the platform.

1.2 Applicability to All Vendor Categories

These Terms apply equally to all vendor categories including:

• Suppliers: Businesses or individuals offering goods to retailers or end consumers via EmaanMall.
• Distributors: Entities distributing branded or non-branded products to wholesalers or retailers.
• Manufacturers: Producers or fabricators of goods selling directly to buyers or retail stores.
• Dealers / Wholesalers: Authorized resellers or traders who purchase in bulk and resell through EmaanMall.

1.3 Agreement to Comply with These Terms

By registering on EmaanMall Distribution Marketplace, you acknowledge that:

• You have read, understood, and agreed to be legally bound by these Terms and Conditions.
• You have the authority to represent your business and enter into binding agreements.
• You agree to comply with all applicable laws, trade regulations, and EmaanMall's platform policies.
• EmaanMall reserves the right to amend these Terms periodically. Continued use constitutes acceptance of changes.
• Failure to comply may result in suspension, restriction, or termination of your account.

2 DEFINITIONS

2.1 EmaanMall Distribution Marketplace

The digital e-commerce platform owned and operated by EmaanMall, enabling businesses and individuals to list, promote, distribute, and sell goods. EmaanMall acts as an intermediary platform facilitating trade but does not directly own or sell the products listed by suppliers.

2.2 Platform

The online website, mobile application, and related digital tools operated under emaanmall.com, including subdomains, APIs, dashboards, and communication systems.

2.3 Supplier

Any individual, company, or business entity that lists or offers products for sale on EmaanMall, whether as a manufacturer, distributor, wholesaler, or authorized dealer.

2.4 Distributor

An entity that purchases goods in bulk directly from manufacturers or authorized sources and resells them through EmaanMall to retailers, wholesalers, or end users.

2.5 Manufacturer

An individual or organization engaged in production or fabrication of goods, who lists such products on EmaanMall for direct or indirect sale.

2.6 Dealer / Wholesaler

A business or individual who purchases goods in bulk quantities for the purpose of resale through the EmaanMall platform.

2.7 Buyer / Customer

Any person, retailer, business entity, or end user who purchases or intends to purchase products from suppliers listed on EmaanMall.

2.8 Account / Vendor Dashboard

The online account created and maintained by a vendor upon registration on EmaanMall, used to manage listings, orders, payments, and communication with buyers.

2.9 Products

All goods, items, or materials that are listed, offered, or sold through EmaanMall, whether physical or digital in nature, including packaging, labeling, and related accessories.

2.10 Order

Any confirmed purchase or sale transaction initiated by a buyer through the EmaanMall platform and accepted by a supplier.

2.11 Transaction

The complete commercial exchange between a buyer and a supplier conducted through EmaanMall, including order placement, payment, shipment, and fulfillment.

2.12 Commission / Service Fee

The percentage or fixed amount charged by EmaanMall for facilitating sales or services on its platform.

2.13 Policies

All rules, regulations, operational procedures, and guidelines issued or published by EmaanMall from time to time, including but not limited to the Privacy Policy, Return Policy, and Product Listing Policy.

2.14 Business Day

Any day other than a Saturday, Sunday, or public holiday in Pakistan on which banks and commercial institutions are generally open for business.

2.15 Force Majeure

Any event or circumstance beyond a party's reasonable control — such as natural disasters, war, strikes, pandemics, or government restrictions — that prevents or delays the performance of obligations under these Terms.

2.16 Confidential Information

All non-public information disclosed by one party to another, including business data, trade secrets, product pricing, customer lists, and technical information, whether written, verbal, or digital in form.

3 ELIGIBILITY & REGISTRATION

3.1 Eligibility Requirements

• Must be a legally recognized business entity or individual conducting lawful commercial activities.
• The applying individual must be at least 18 years of age with full legal capacity to enter into contracts.
• Must comply with all applicable local, provincial, and federal laws.
• If applying on behalf of a company, must be duly authorized to represent that company.

3.2 Registration Process & Required Documents

The following documents are required during the verification process:

• Valid National Tax Number (NTN) certificate
• Copy of CNIC of the authorized person
• Business registration or trade license
• Bank account details (for payment settlements)
• Proof of business location (utility bill, lease agreement, or ownership document)
• Product catalog or portfolio (if applicable)

3.3 Accuracy of Information

Any misrepresentation, falsification, or omission of material information constitutes a breach of these Terms and may result in immediate suspension or termination of account without prior notice. EmaanMall reserves the right to take legal action or withhold payments in cases of fraudulent information.

3.4 Business Verification & Inspection Rights

EmaanMall reserves the right to conduct physical or virtual inspections of a supplier's business premises, warehouse, or manufacturing unit. Failure to comply with verification requests may result in account suspension or termination.

3.5 Non-Transferability of Account

The supplier's EmaanMall account is non-transferable and shall not be sold, leased, or assigned to any other individual or entity without prior written approval from EmaanMall. Unauthorized transfer may lead to permanent termination and forfeiture of all payments due.

3.6 Multiple Accounts Policy

A supplier is permitted to operate only one registered account per business entity unless explicitly authorized in writing by EmaanMall.

3.7 EmaanMall's Right to Refuse Registration

EmaanMall retains the absolute right to refuse registration, deny access, or terminate any supplier account at its discretion. Such refusal shall not entitle the supplier to any form of compensation or damages.

3.8 Probationary Period for New Suppliers

All newly registered Suppliers shall be subject to a mandatory probationary period of thirty (30) to sixty (60) calendar days from the date of account activation. During this period:

• The Supplier's active product listings may be limited to a defined number as determined by EmaanMall.
• All orders will be subject to enhanced monitoring and quality review by EmaanMall's compliance team.
• Payment settlements may follow an extended cycle until satisfactory performance is verified.
• Full account privileges — including unrestricted listing, promotional access, and standard settlement cycles — shall only be granted upon successful completion of the probationary period and positive performance evaluation.
• EmaanMall reserves the right to extend, modify, or terminate the probationary period based on the Supplier's compliance record and order performance.

This measure is designed to protect buyers, uphold marketplace quality standards, and ensure only genuine, capable vendors are granted full platform access.

4 ACCOUNT RESPONSIBILITIES

4.1 General Obligations

Every Supplier is fully responsible for maintaining and operating their EmaanMall Vendor Account in a lawful, ethical, and secure manner, strictly for business purposes related to sale or promotion of products.

4.2 Confidentiality of Login Credentials

Suppliers must not share, disclose, or transfer login credentials to any third party. EmaanMall shall not be held liable for any unauthorized transactions arising from the Supplier's failure to safeguard account credentials. Any unauthorized access must be immediately reported to EmaanMall's support team.

4.3 Accuracy and Integrity of Account Information

All information in the account dashboard — company profile, contact information, tax details, and product listings — must be accurate, complete, and regularly updated.

4.4 Authorized Use and Access

Only the registered Supplier or its duly authorized employees or representatives may access and operate the Vendor Account. The Supplier is responsible for all actions performed through their account.

4.5 Prohibition of Unauthorized or Fraudulent Activity

Suppliers are strictly prohibited from:

• Creating multiple accounts without EmaanMall's written permission
• Using fake identities, misleading trade names, or false addresses
• Posting fraudulent or duplicate listings
• Manipulating product ratings, reviews, or feedback
• Engaging in fraudulent orders or misuse of platform promotions
• Attempting to gain unauthorized access to EmaanMall's systems

4.6 Communication and Conduct

All communications related to transactions must be conducted only through authorized EmaanMall channels. Off-platform solicitation of buyers or attempts to bypass EmaanMall's order system may lead to permanent account termination.

4.7 Account Security and Monitoring

EmaanMall may monitor or audit account activity to ensure compliance with these Terms and to prevent fraud or misuse. Any detected irregularities may result in immediate suspension pending investigation.

4.8 Suspension and Reinstatement of Account

During suspension, the Supplier may not list, sell, or withdraw funds until the issue is resolved. Reinstatement requires full cooperation with EmaanMall's support team and rectification of identified non-compliance.

4.9 Account Deactivation by Supplier

A Supplier may request voluntary deactivation by submitting a written request. All pending orders must be fulfilled, and all outstanding payments, fees, or disputes must be settled before closure. Once deactivated, access to the Vendor Dashboard and its data may be permanently removed in accordance with EmaanMall's data retention policy.

4.10 Consequences of Breach

Any violation of the obligations stated in this section may lead to account suspension, permanent termination, withholding of payments, and/or legal proceedings, depending on the severity of the breach. EmaanMall shall not be liable for any financial or reputational loss suffered by the Supplier as a result of such disciplinary actions.

5 SUPPLIER RESPONSIBILITIES

5.1 General Obligations

Every Supplier must conduct business in a lawful, ethical, transparent, and professional manner. The Supplier is solely responsible for the accuracy, legality, and quality of all products and information provided on the platform.

5.2 Product Listing Responsibilities

Counterfeit, fake, or replica items are strictly prohibited. Violation may result in immediate account termination and legal action. All product listings must be accurate, complete, and truthful including correct titles, images, specifications, materials, origin, and pricing.

5.3 Product Authenticity and Legality

The Supplier guarantees that all products offered are authentic, original, and legally owned or authorized for sale. The Supplier must possess valid distribution or manufacturing rights for branded items. If any product is found counterfeit or in violation of law, EmaanMall may remove listings, withhold payments, and initiate further investigation.

5.4 Quality Assurance

All products must be of merchantable quality, free from defects, and conform to listed specifications. EmaanMall reserves the right to perform random quality inspections or request product samples.

5.5 Order Fulfillment and Timely Delivery

Suppliers must promptly process and fulfill all confirmed orders. Any delay, shortage, or stock unavailability must be immediately communicated to EmaanMall and the buyer. Repeated delays may affect vendor ratings and result in temporary suspension.

5.6 Pricing Transparency and Consistency

Prices listed on EmaanMall must not exceed the supplier's standard retail or distribution rates in other markets. Any change in pricing must be updated in real time through the Vendor Dashboard to avoid buyer disputes.

5.7 Stock and Inventory Management

Overselling or non-delivery of confirmed orders due to poor inventory management will be treated as a violation of these Terms. Out-of-stock products must not be displayed as available for sale.

5.8 Communication and Customer Service

Suppliers must respond to all buyer inquiries within 24–48 hours. EmaanMall reserves the right to monitor communication between buyers and suppliers to ensure quality assurance and policy compliance.

5.9 Compliance with Applicable Laws

If a product category requires special permissions (e.g., pharmaceuticals, cosmetics, electronics, or food items), the Supplier must obtain all relevant licenses and certifications prior to listing.

5.10 Return, Refund, and Replacement Handling

If a Supplier repeatedly refuses to honor return policies, EmaanMall may intervene, process refunds directly, and recover the amount from the Supplier's payable balance.

5.11 Cooperation with EmaanMall

Suppliers must cooperate fully with EmaanMall's support, compliance, or audit teams whenever required. EmaanMall may request data, documentation, or clarification related to sales performance, product authenticity, or disputes. Non-cooperation or delayed response may lead to account penalties or suspension.

5.12 Responsibility for Third-Party Actions

If the Supplier employs logistics partners, agents, or third-party service providers for packaging, shipping, or customer service, the Supplier remains fully liable for their actions or omissions. EmaanMall shall not be held responsible for errors, losses, or delays caused by such third parties engaged by the Supplier.

5.13 Ethical Conduct and Business Integrity

Suppliers must conduct business honestly, avoiding corruption, bribery, or any unethical practice. No supplier shall offer or accept any form of commission, gift, or benefit that could influence transactions or decisions on the platform. Any evidence of unethical behavior shall lead to immediate suspension and potential legal action.

6 PRODUCT LISTING & CONTENT POLICY

6.1 Accuracy and Truthfulness of Information

All product listings must be factually correct, clearly written, and up to date at all times. False, exaggerated, or misleading claims are strictly prohibited. The Supplier is solely responsible for ensuring all content is truthful and non-deceptive.

6.2 Product Titles and Descriptions

Titles must reflect the exact product name, avoiding unnecessary symbols, capital letters, or promotional phrases such as "Best Deal" or "100% Original." Suppliers must not copy content from other websites or platforms unless they own or are licensed to use it.

6.3 Product Images and Media Content

Each listing must include at least one high-quality image that accurately represents the actual product being sold. Images should be clear, well-lit, and free from watermarks, logos, or contact details not belonging to EmaanMall. Stock photos may only be used when they accurately represent the real product and do not violate copyright or trademark laws. The use of third-party brand logos or images is allowed only with valid authorization. Misleading visuals — such as edited images that exaggerate product features — are strictly prohibited. Video content must also comply with these same standards of accuracy, ownership, and professionalism.

6.4 Prohibited and Restricted Content

A. Illegal or Restricted Products

• Counterfeit or replica goods, unauthorized brand imitations, or unlicensed merchandise
• Weapons, explosives, ammunition, or items intended for violence
• Narcotics, drugs, controlled substances, or related paraphernalia
• Tobacco, e-cigarettes, or alcohol products (unless specifically permitted under law and EmaanMall policy)
• Pornographic, obscene, or sexually explicit materials
• Items promoting hate speech, discrimination, or violence against any group or individual
• Live animals, wildlife products, or materials derived from endangered species
• Currency, financial instruments, or illegal digital assets (including unauthorized tokens or crypto-mining devices)
• Items recalled by regulatory authorities or banned for sale in Pakistan

B. Prohibited Content or Behavior

• Content containing offensive, defamatory, or discriminatory language
• Listings that include political, religious, or controversial messages unrelated to the product
• Any image or text that violates privacy, copyright, or intellectual property rights
• Listings that attempt to redirect buyers outside of EmaanMall (e.g., external contact numbers, website links, or QR codes)
• Misuse of category or keyword tagging to artificially increase visibility

6.5 Brand Name Usage and Intellectual Property

Suppliers may use a brand name only if they are authorized owners, license holders, or approved distributors of that brand. Unauthorized use of a third-party brand name, logo, or trademark is strictly prohibited. Failure to provide authorization documentation may result in immediate removal of listings and suspension of the vendor account.

6.6 Product Categorization and Tags

Each product must be listed under the correct category and subcategory that best describes its nature and purpose. Incorrect categorization may mislead buyers and will result in listing corrections or removal by EmaanMall. Tags and keywords must be relevant, descriptive, and truthful — keyword stuffing or use of unrelated search terms is strictly prohibited.

6.7 Pricing, Discounts, and Offers

Artificially inflating prices to create false discount perceptions is prohibited. All product prices must be accurate, final, and inclusive of applicable taxes and fees. Suppliers must promptly update pricing changes through the Vendor Dashboard.

6.8 Listing Review and Approval

EmaanMall reserves the right to review, approve, reject, or modify any product listing before or after publication. Repeated submission of non-compliant or misleading listings may lead to account penalties or permanent removal.

6.9 Updates, Revisions, and Removal

Suppliers must regularly review and update their listings to ensure that product information remains current. Outdated listings, discontinued products, or inaccurate details must be promptly corrected or removed. EmaanMall may automatically archive or unpublish inactive listings after a certain period of time.

6.10 Liability for Listing Content

Suppliers are solely responsible for all content uploaded to the platform, including text, images, and promotional materials. EmaanMall assumes no responsibility for inaccuracies or legal violations arising from supplier-submitted content. In case of a dispute, the Supplier shall fully indemnify and hold harmless EmaanMall from any claims, damages, or losses resulting from the listing.

6.11 Minimum Listing Quality Standards

To maintain the professional integrity of the EmaanMall marketplace, all product listings must meet the following minimum quality requirements before publication:

• Images: A minimum of three (3) high-resolution product images from different angles. Images must be at least 800x800 pixels in resolution and must not be blurred, watermarked, or misleading.
• Product Title: Must be between 60 and 150 characters, clearly stating the product name, brand (if applicable), model, and key specification.
• Product Description: Must contain a minimum of 150 words covering key features, specifications, materials, dimensions, usage instructions, and warranty or guarantee information where applicable.
• Specifications: A structured specification table or list must be included for all technical, electronic, or regulated products.
• Pricing: Must reflect final all-inclusive pricing with applicable taxes clearly disclosed.
• Category: The correct primary and subcategory must be selected; listings placed in incorrect categories will be delisted pending correction.

Listings that do not meet these minimum standards may be rejected, returned for revision, or automatically unpublished by EmaanMall without prior notice. Repeated submission of substandard listings may result in account penalties.

7 ORDER PROCESSING & FULFILLMENT POLICY

7.1 Order Acceptance and Confirmation

Once a customer places an order, the Supplier must confirm it through the Vendor Dashboard within 24 hours. Failure to confirm within the stipulated time may lead to automatic cancellation or reassignment to another eligible supplier.

7.2 Order Fulfillment Timelines

Suppliers must adhere to accurate dispatch and delivery timelines. If a delay is unavoidable, the Supplier must immediately update the order status and notify both the buyer and EmaanMall support. Repeated or excessive delays may result in penalties or suspension.

7.3 Packaging Standards

All products must be packed in secure, tamper-proof, and protective packaging appropriate to the product's nature and size. Suppliers must not use packaging displaying personal branding or contact details unrelated to EmaanMall, unless authorized. For fragile or perishable products, additional protective measures must be applied. Environmentally sustainable packaging materials are encouraged wherever feasible.

7.4 Labeling and Documentation

Each shipment must include an accurate invoice or delivery note stating product name, quantity, price, and applicable taxes. All labeling must comply with legal requirements including product identity, origin, expiry date, and safety warnings. Mislabeling or omission of mandatory information may result in penalties or returns.

7.5 Logistics and Delivery Coordination

The Supplier bears full responsibility for product condition and timely arrival until delivery is confirmed. All shipments must include a trackable reference number updated promptly in the Vendor Dashboard. In case of delivery failure due to supplier error, the Supplier shall bear all related costs and re-delivery expenses. Any loss, theft, or damage during transit via an unauthorized courier is the Supplier's sole liability.

7.6 Partial Fulfillment and Backorders

Suppliers are expected to fulfill orders completely as per confirmed quantities. Partial shipments are discouraged unless expressly allowed by the buyer or EmaanMall in writing. If an item is unavailable, the Supplier must update inventory promptly and communicate restock dates. Substituting products without buyer consent is strictly prohibited.

7.7 Cancellation and Order Modifications

Orders may only be canceled before dispatch. Acceptable reasons include stock errors, product defects, or verified pricing errors. Once shipped, no cancellation or modification may be made unless coordinated with EmaanMall support. Repeated unjustified cancellations may lead to warnings, fee deductions, or suspension.

7.8 Returns and Replacement Obligations

Suppliers must not directly negotiate or pressure buyers to withdraw return requests. In case of defective, damaged, or incorrect items, the Supplier must arrange a replacement or refund promptly in compliance with EmaanMall's Return and Refund Policy (Section 8).

7.9 Order Tracking and Status Updates

Suppliers must regularly update order status (Confirmed, Packed, Dispatched, Delivered) in the Vendor Dashboard. Buyers must be able to track shipment progress in real-time or receive notifications. Failure to update order status may affect performance ratings and buyer trust.

7.10 Fulfillment Compliance and Audits

EmaanMall reserves the right to monitor and audit supplier order processing and fulfillment performance at any time. Suppliers must cooperate with audits, providing documentation such as invoices, shipping records, and proof of delivery when requested. Non-compliance may result in warnings, fines, listing restrictions, or account termination.

7.11 Liability and Indemnification

Suppliers are fully responsible for losses or damages arising from inaccurate listings, delayed delivery, or product defects. EmaanMall shall not be held liable for any direct or indirect damages resulting from supplier negligence or misrepresentation. The Supplier agrees to indemnify and hold EmaanMall harmless from all claims, costs, or liabilities resulting from order-related disputes.

7.12 Peak Season and Bulk Order Policy

Suppliers are required to make special provisions for high-demand periods including but not limited to Eid ul-Fitr, Eid ul-Adha, Independence Day, Black Friday, Ramadan, and any other EmaanMall-designated peak campaign periods.

• Advance Notification: If a Supplier anticipates an inability to fulfill orders during any peak period, they must notify EmaanMall in writing at least seven (7) business days in advance. Failure to do so and subsequent non-fulfillment will be treated as a policy violation.
• Stock Readiness: Suppliers participating in peak season promotions or campaigns must ensure sufficient stock availability for the duration of the campaign period and must not list products they cannot fulfill.
• Bulk Orders: Orders exceeding a predefined quantity threshold (as specified in the Vendor Dashboard) are classified as Bulk Orders and are subject to extended fulfillment timelines mutually agreed upon by the Supplier and EmaanMall prior to dispatch.
• Bulk Order Cancellations: Cancellation of confirmed bulk orders by the Supplier without valid cause will result in financial penalties and may affect the Supplier's platform tier and visibility.
• Priority Fulfillment: During peak seasons, EmaanMall may prioritize orders from higher-tier suppliers. Suppliers failing to maintain adequate fulfillment standards during such periods may be excluded from future campaigns.

8 RETURN, REFUND & DISPUTE RESOLUTION POLICY

8.1 General Principles

All return and refund transactions must be conducted through the EmaanMall platform only. No off-platform settlements are permitted. All refunds must be approved by EmaanMall's verification team to ensure authenticity and compliance.

8.2 Return Eligibility

A Buyer may request a return if the product is defective, damaged, expired, incorrect, or significantly different from its description. The product must be within the allowable return period and returned in its original packaging with all accessories, manuals, and invoices.

Returns are NOT eligible when: the Buyer changed their mind or ordered by mistake; the product was damaged after delivery due to customer negligence; or the return request is made after the allowed time frame.

8.3 Return Process and Timeline

8.4 Refund Eligibility and Procedure

Refunds are processed only after returned item is received, verified, and approved. If refund delays occur due to supplier inaction, EmaanMall reserves the right to deduct the amount directly from the supplier's account balance or future payouts.

Refund forms: Bank Transfer, Store Credit, or Payment Reversal through original payment method. Refunds must be processed within 7–10 business days.

8.5 Replacement Policy

Replacement must be shipped within 3–5 working days after approval, and must be of equal or higher quality. If replacement stock is unavailable, the Supplier must issue a full refund.

8.6 Return Shipping Costs

If the product is defective, damaged, or incorrect due to supplier fault, the supplier bears all return shipping and re-delivery costs. For disputed returns, EmaanMall may mediate and allocate cost responsibility after review.

8.7 Dispute Resolution Mechanism

EmaanMall shall act as a neutral mediator in all buyer-supplier disputes. EmaanMall's decision in dispute cases shall be final and binding, based on evidence and platform policies. Suppliers are strictly prohibited from contacting buyers outside the platform to influence dispute outcomes. Any form of buyer harassment, pressure, or retaliation will result in immediate account suspension.

8.8 Inspection and Quality Verification

Returned products must be inspected by the Supplier and verified by EmaanMall before refund or replacement approval. EmaanMall reserves the right to request photographic or video proof from either party to validate claims. If any fraud or manipulation is detected during inspection — such as product swapping or false claims — the responsible party will face strict penalties including account suspension.

8.9 Fraudulent or Abusive Claims

Suppliers attempting to deny legitimate returns or tamper with evidence will face disciplinary actions including financial penalties and possible legal action. Buyers found misusing the return policy may be restricted or permanently banned.

8.10 Final Settlement and Recordkeeping

All return and refund records must be maintained by the supplier for a minimum of 12 months for audit and compliance purposes. EmaanMall may periodically review such transactions for performance evaluation and policy enforcement.

8.11 Limitation of Liability

EmaanMall's role in the return and refund process is that of a facilitator and not a direct party to the sale contract between supplier and buyer. EmaanMall shall not be liable for indirect, incidental, or consequential losses arising from supplier negligence, product defect, or buyer misuse. The Supplier shall fully indemnify and hold EmaanMall harmless against any claims or disputes arising from the Supplier's breach of warranty, quality, or compliance obligations.

9 PAYMENT, FEES & SETTLEMENT POLICY

9.1 General Payment Framework

All financial transactions must occur through EmaanMall's integrated payment system. Off-platform or direct payments between buyers and suppliers are strictly prohibited. EmaanMall acts as a payment collection agent and not as a direct buyer of goods.

9.2 Commissions and Service Fees

EmaanMall charges a commission fee on every successfully completed order. The rate varies by category, product type, and sales volume. Additional service fees may include: payment gateway transaction fees, logistics or shipping charges, promotional fees, and penalty deductions for policy violations or delayed fulfillment.

EmaanMall reserves the right to revise commission or fee structures with at least seven (7) days' prior notice to suppliers.

9.3 Payment Collection Methods

EmaanMall may collect buyer payments through various secure methods including: Credit or debit cards, Bank transfers, Mobile wallets, Cash on Delivery (COD), and EmaanMall Wallet or internal credit balance. For COD orders, payment shall be deemed collected only after successful delivery and confirmation by EmaanMall's logistics partner.

9.4 Supplier Settlement and Payout Schedule

EmaanMall disburses supplier payments on a weekly or biweekly basis. Settlement amounts include all successfully delivered and completed orders after deducting: commissions, service fees, refunds and returns, and applicable taxes. EmaanMall shall not be liable for delays caused by incorrect account details or supplier inaction.

9.5 Invoicing and Taxation

Suppliers must provide valid National Tax Number (NTN) or Sales Tax Registration information. Suppliers are responsible for issuing tax-compliant invoices to buyers including details of applicable GST or VAT. Where required by law, EmaanMall may withhold applicable taxes at source and remit them to the relevant tax authorities. EmaanMall may request suppliers to submit monthly sales summaries or invoices for reconciliation and audit purposes.

9.6 Payment Reconciliation and Reporting

Suppliers may access detailed transaction reports through their Vendor Dashboard. Any discrepancies must be reported to EmaanMall in writing within five (5) working days of receiving a payout summary. Failure to report discrepancies within the specified period will be deemed as acceptance of the payment summary.

9.7 Handling of Refunds and Chargebacks

In case of approved refunds, EmaanMall may deduct the refunded amount directly from the supplier's future settlements. If a buyer initiates a chargeback, EmaanMall will investigate and may temporarily hold the disputed amount. If the chargeback is resolved in favor of the buyer, the supplier shall bear the loss including transaction fees.

9.8 Deductions and Adjustments

EmaanMall reserves the right to make automatic deductions or adjustments from supplier settlements for: order refunds or reversals, policy violation penalties, delivery failure costs, buyer compensation claims approved by EmaanMall, tax or government-imposed levies, and overpayments or accounting corrections. All deductions will be transparently displayed in the Supplier's financial dashboard.

9.9 Payment Holds and Suspension

EmaanMall reserves the right to withhold or delay payments under the following conditions: ongoing disputes or chargebacks, suspected fraudulent activity, violation of Terms, pending verification of business credentials, or ongoing investigation of order complaints. Payment will be released only after the matter is resolved to EmaanMall's satisfaction.

9.10 Payment Disputes

If a Supplier believes a payment or deduction has been made in error, they must submit a formal Payment Dispute Request through EmaanMall's Vendor Support within five (5) business days of payout. The request must include relevant documents such as invoices, transaction IDs, and communication records. EmaanMall will review the dispute within 7–10 business days and issue a written response. The Supplier agrees that EmaanMall's decision will be final and binding.

9.11 Final Settlement and Termination of Account

Upon termination, EmaanMall will conduct a final reconciliation of all pending orders, refunds, and fees. Any remaining balance will be remitted within 30 days. Outstanding amounts owed by the supplier must be paid within seven (7) days of notice. EmaanMall reserves the right to pursue legal remedies for unpaid dues.

9.12 Currency and Exchange Rate Policy

All payments will be processed in Pakistani Rupees (PKR) unless otherwise stated in a separate agreement. For cross-border transactions, exchange rates applied will follow the prevailing interbank rate at the time of settlement. Any bank conversion or transfer charges will be borne by the Supplier unless otherwise agreed.

9.13 Limitation of Liability

EmaanMall shall not be responsible for delays caused by banking systems, payment gateways, force majeure events, or regulatory restrictions. Under no circumstances shall EmaanMall be liable for indirect, incidental, or consequential losses arising from payment delays, technical errors, or supplier negligence. The Supplier agrees to fully indemnify EmaanMall against any claims, costs, or penalties resulting from non-compliance with taxation or invoicing obligations.

9.14 Escrow and Payment Protection Mechanism

EmaanMall operates an escrow-based payment protection system to safeguard the interests of both buyers and suppliers. The following principles govern this mechanism:

• Payment Holding: Upon a buyer placing an order, the corresponding payment is held securely in EmaanMall's escrow account and is not released to the Supplier until successful delivery is confirmed.
• Delivery Confirmation: Payment release is triggered only upon: (a) confirmed delivery acknowledgment from the buyer, or (b) expiry of the designated buyer dispute window without any complaint being raised, whichever occurs first.
• Dispute-Triggered Hold: If a buyer raises a dispute, complaint, or return request within the allowed window, the corresponding payment will remain held in escrow until the matter is fully resolved in accordance with Section 8.
• Supplier Acknowledgment: By registering on EmaanMall, the Supplier explicitly acknowledges and consents to the escrow payment structure and agrees that payment release timelines are governed by EmaanMall's fulfillment and dispute policies.
• Protection Against Fraud: The escrow system protects buyers from non-delivery and protects suppliers from fraudulent chargeback claims, as all disputes are mediated through EmaanMall before any payment adjustment is made.

EmaanMall's escrow mechanism is central to the platform's trust and quality framework and forms a non-negotiable condition of participation for all Suppliers.

10 DATA PRIVACY, CONFIDENTIALITY & INFORMATION SECURITY

10.1 Data Collection and Purpose of Use

EmaanMall collects and processes data strictly for legitimate business purposes including account verification, order management, payment processing, fraud detection, performance analysis, marketing (with consent), and legal compliance.

10.2 Confidential Information

Both parties agree to keep all non-public business, operational, or financial data strictly confidential and not disclose it to any third party without prior written consent. This obligation of confidentiality survives the termination of the supplier's relationship with EmaanMall.

10.3 Data Sharing and Third-Party Access

EmaanMall does not sell, trade, or rent supplier or buyer data to any third party for profit. Data is shared only with authorized logistics and payment partners, legal or regulatory bodies when required by law, and marketing or analytics providers under strict confidentiality agreements.

10.4 Data Ownership and Rights

All personal and business data provided by suppliers or buyers remains the property of the respective party. By using the platform, suppliers grant EmaanMall a non-exclusive, royalty-free, worldwide license to process, analyze, and use their data solely for operational, analytical, and promotional purposes within the marketplace ecosystem. EmaanMall may aggregate and anonymize supplier data for business insights and statistical reporting, without disclosing any individual identity or confidential details. EmaanMall reserves the right to retain transaction and account data for as long as necessary to comply with legal obligations, resolve disputes, or enforce agreements.

10.5 Data Storage, Security, and Protection

EmaanMall implements robust technical and organizational security measures including: Secure Socket Layer (SSL) encryption for all data transmission, access control mechanisms with role-based permissions, encrypted storage for sensitive information (passwords, payment credentials), and regular system audits and vulnerability testing. EmaanMall shall not be liable for any data loss or breach resulting from supplier negligence, weak passwords, or unauthorized third-party access.

10.6 Supplier Responsibilities in Data Protection

Suppliers may not use buyer data obtained from EmaanMall for unsolicited marketing, sharing with competitors, or any activity violating privacy or consumer protection laws. Suppliers must implement adequate data protection measures within their own systems including access control, encryption, and secure data retention practices. In case of a data breach within a supplier's system, EmaanMall must be notified within 48 hours of detection.

10.7 Data Breach Notification and Response

In the event of any data breach, EmaanMall shall notify affected parties within 72 hours of confirmed breach detection, investigate the incident and mitigate further exposure, and coordinate with law enforcement or regulatory bodies if necessary. Suppliers and users are expected to cooperate fully with EmaanMall's incident response procedures.

10.8 Intellectual Property and System Access

All rights, titles, and interests in the EmaanMall platform, software, databases, content, and trademarks remain the sole property of EmaanMall. Suppliers are granted a limited, revocable, non-transferable right to access and use the platform solely for legitimate commercial purposes. Any attempt to reverse-engineer, copy, modify, or exploit the system or its data infrastructure is strictly prohibited and may result in immediate suspension or legal action.

10.9 Legal Compliance and Cross-Border Data Transfers

EmaanMall complies with all applicable data protection laws and e-commerce regulations within Pakistan and other operating jurisdictions. Where data may be transferred or processed outside Pakistan, EmaanMall ensures equivalent levels of protection through binding agreements and secure transfer mechanisms. Suppliers conducting cross-border transactions are responsible for ensuring compliance with all relevant export control, trade, and data protection regulations.

10.10 Post-Termination Data Obligations

EmaanMall reserves the right to retain necessary records for audit, tax, and dispute resolution purposes for up to five (5) years post-termination. Upon termination, suppliers must return or delete any confidential or personal data obtained through EmaanMall, unless retention is legally required.

10.11 Limitation of Liability

EmaanMall shall not be liable for indirect or consequential losses arising from unauthorized access, cyberattacks, or supplier negligence in data handling. EmaanMall's total liability in any data-related claim shall not exceed the total commission fees paid by the supplier in the preceding three (3) months. Suppliers agree to indemnify and hold EmaanMall harmless against any claims, penalties, or damages resulting from their own data protection failures.

10.12 Consent and Updates to Privacy Policy

By registering or continuing to use EmaanMall, all suppliers and users consent to the collection, processing, and use of their data in accordance with this policy. EmaanMall reserves the right to amend or update this policy from time to time. All changes will be notified via dashboard announcement or email, and continued use of the platform shall constitute acceptance of the revised policy.

11 COMPLIANCE, LEGAL OBLIGATIONS & FORCE MAJEURE

11.1 Supplier Legal Compliance Obligations

Suppliers must comply with all applicable laws including national trade, import/export, and commercial laws; consumer protection regulations; taxation laws; health, safety, and environmental standards; and intellectual property rights protection. Any violation, suspension, or revocation of business licenses must be immediately reported to EmaanMall.

11.2 Anti-Counterfeit and Authenticity Requirements

The sale of counterfeit, replica, stolen, expired, or illegally imported goods is strictly prohibited. Any supplier found engaging in counterfeit or deceptive sales practices may face immediate suspension or termination, permanent ban, and legal action including civil or criminal proceedings. EmaanMall reserves the right to seize or remove any suspected counterfeit listings without prior notice.

11.3 Compliance with Product-Specific Regulations

Suppliers must comply with all product category-specific laws including:

• Pharmaceuticals, supplements, and medical devices — must have proper registration, expiration labeling, and quality certification
• Food and beverages — must meet hygiene and packaging standards defined by the Pakistan Standards and Quality Control Authority (PSQCA)
• Electrical, electronic, or hazardous materials — must include necessary safety warnings and certifications
• Cosmetics and personal care items — must comply with labeling and composition requirements including manufacturing date and batch number

11.4 Fair Trade and Ethical Business Conduct

Strictly prohibited: false advertising, manipulation of ratings and reviews, offering bribes or kickbacks to buyers or EmaanMall employees, and predatory pricing or anti-competitive conduct.

11.5 Tax Compliance and Financial Integrity

Any fraudulent tax activity or evasion will result in immediate termination of supplier privileges and possible legal prosecution. Suppliers are solely responsible for accurate declaration and payment of taxes related to their sales through EmaanMall.

11.6 Export Controls and Trade Restrictions

Suppliers must comply with all export control, import, and customs regulations applicable in their jurisdiction and the buyer's location. The sale or export of products to countries or entities restricted under international sanctions or embargoes is strictly forbidden. EmaanMall shall not be held liable for any violations, fines, or confiscations resulting from a supplier's breach of export or import regulations.

11.7 Reporting and Investigation of Violations

EmaanMall maintains a zero-tolerance policy toward illegal or unethical business practices. Any supplier or buyer may report suspected violations by contacting EmaanMall's Compliance Department. Upon receipt of a report, EmaanMall may conduct an internal investigation, request documentation, or suspend listings during review. Suppliers found in violation may face warnings, penalties, or permanent removal.

11.8 Force Majeure Events

Neither EmaanMall nor the Supplier shall be held liable for failure or delay in performing obligations due to Force Majeure (natural disasters, war, government actions, pandemics, internet outages, etc.). The affected party must notify the other within seven (7) days. If the event continues for more than thirty (30) consecutive days, either party may terminate without liability.

11.9 Consequences of Non-Compliance

Failure to comply with any provision under this section may result in: account suspension or termination, withholding of funds or settlements, legal proceedings for damages or recovery, and blacklisting from all EmaanMall-affiliated platforms. EmaanMall reserves the right to report serious violations to relevant regulatory or law enforcement authorities.

11.10 Indemnification

The supplier agrees to indemnify, defend, and hold harmless EmaanMall, its affiliates, officers, and employees from and against all claims, damages, losses, liabilities, and expenses arising from: breach of any law, regulation, or these Terms; sale or distribution of counterfeit or defective goods; and non-compliance with export, tax, or product safety obligations. This clause survives termination or expiration of the supplier's agreement with EmaanMall.

11.11 Governing Law and Jurisdiction

These Terms shall be governed by the laws of the Islamic Republic of Pakistan. All disputes shall be subject to the exclusive jurisdiction of the courts of Karachi, Pakistan.

11.12 Platform Exclusivity and Price Parity Clause

To maintain fair pricing and protect the competitive integrity of the EmaanMall marketplace, all Suppliers are required to comply with the following price parity obligations:

• Price Parity Requirement: Any product listed on EmaanMall must be offered at a price equal to or lower than the price at which the same product is listed on any other e-commerce platform, website, or physical outlet operated by or on behalf of the Supplier.
• No External Undercutting: Suppliers must not offer the same product at a lower price on competing platforms (including but not limited to Daraz, OLX, Facebook Marketplace, or any other digital or physical channel) without making the equivalent or better price available on EmaanMall simultaneously.
• Price Monitoring: EmaanMall reserves the right to monitor external pricing of Supplier products through automated tools, market checks, or buyer reports. Where a pricing discrepancy is identified, the Supplier will be issued a formal notice to rectify within forty-eight (48) hours.
• Consequences of Violation: Failure to maintain price parity may result in listing suspension, removal from promotional campaigns, account downgrade, or termination of the Supplier's account at EmaanMall's sole discretion.
• Exemptions: Price parity obligations shall not apply to exclusive offline distributor agreements pre-existing the Supplier's registration on EmaanMall, provided such agreements are disclosed to EmaanMall in writing at the time of registration.

12 INTELLECTUAL PROPERTY RIGHTS & BRAND REPRESENTATION

12.1 Intellectual Property Ownership

All logos, trademarks, service marks, designs, databases, platform code, and user interface elements of EmaanMall are the exclusive property of EmaanMall Distribution Marketplace. No Supplier is granted any license to use EmaanMall's intellectual property except for limited legitimate platform usage.

12.2 Supplier's Obligations Regarding Brand Representation

Use of any third-party brand name, logo, trademark, or image requires explicit written authorization from the brand owner. Suppliers must not misrepresent affiliation with a brand, list unverified or unauthorized "branded" products, or alter brand packaging to mislead buyers.

12.3 Prohibited Intellectual Property Violations

Any violation may result in immediate account suspension, product removal, and legal proceedings. Prohibited acts include: listing counterfeit products, using copyrighted images without authorization, uploading content that violates patent or trademark rights, and using brand names in product titles without authorization.

12.4 Intellectual Property Verification and Documentation

Suppliers listing branded products may be required to provide proof of authorization such as: official distribution or dealership certificates, authorization letters from brand owners, or purchase invoices from licensed wholesalers or manufacturers. Failure to provide satisfactory proof may result in removal of the listing, withholding of funds, or termination of the supplier's account.

12.5 Use of EmaanMall's Brand Assets

Suppliers are not permitted to use the EmaanMall logo, name, slogan, or trademarks on packaging, marketing materials, or advertisements without prior written authorization. Any permitted use must strictly follow EmaanMall's Brand Usage Guidelines. Unauthorized use of the EmaanMall name for independent promotions, domain registrations, or social media handles is strictly prohibited.

12.6 Product Images, Descriptions, and Content Rights

Suppliers must upload original product images and content that accurately depict the product being sold. Use of stock or copied images from other e-commerce platforms or brand websites without consent is not allowed. Suppliers grant EmaanMall a non-exclusive, royalty-free license to use their product content (images, text, videos, specifications) for marketing and promotional purposes on EmaanMall and its affiliated platforms. Suppliers remain responsible for ensuring uploaded content does not infringe upon third-party intellectual property rights.

12.7 Handling of IP Complaints and Enforcement

EmaanMall maintains a formal Intellectual Property Complaint Procedure through which brand owners or authorized representatives can report infringement. Upon receipt of a valid IP complaint, EmaanMall may temporarily remove infringing listings, notify the supplier to submit proof of ownership within a specified time, and escalate to legal authorities if necessary. Suppliers found guilty of repeated or willful infringement will be subject to permanent removal, forfeiture of pending settlements, blacklisting from future participation, and civil or criminal legal action.

12.8 Counterfeit Product Handling and Penalties

Any supplier found listing counterfeit goods shall face immediate termination and withholding of payments. EmaanMall reserves the right to share supplier details with brand owners, authorities, or law enforcement. All costs incurred during legal proceedings, product removals, or refunds due to counterfeit items will be borne solely by the supplier.

12.9 Supplier's Indemnity for IP Violations

Suppliers shall indemnify and hold harmless EmaanMall, its affiliates, directors, and employees from all claims, damages, or losses arising from IP infringement or unauthorized brand use. This indemnity includes legal costs, settlement fees, and compensation to affected brand owners, as well as loss of reputation or platform damage due to supplier misconduct. This clause shall survive the termination or suspension of the supplier's account.

12.10 EmaanMall's Rights and Enforcement Authority

EmaanMall retains the right to remove, suspend, or block any supplier account or listing suspected of IP infringement without prior notice. EmaanMall reserves the right to collaborate with brand protection agencies, law enforcement, and international IP watchdogs to monitor violations. All enforcement actions taken by EmaanMall in relation to IP violations are final and binding.

12.11 Limitation of Liability

EmaanMall acts solely as an intermediary between buyers and suppliers and does not assume liability for any IP infringement committed by a supplier. However, EmaanMall will take immediate corrective measures upon verified notification of infringement. The responsibility for ensuring compliance with intellectual property laws rests entirely with the supplier.

13 PRODUCT SAFETY, QUALITY ASSURANCE & PROHIBITED ITEMS

13.1 Supplier Responsibility for Product Safety

Suppliers must ensure all products listed are safe for use, authentic, and free from defects. Products must meet applicable industry certifications (ISO, CE, PSQCA, FDA, etc.), include clear safety labeling, and contain no hazardous materials unless permitted under law. Suppliers are solely responsible for ensuring that all goods comply with safety laws of Pakistan and any jurisdiction in which they operate or export.

13.2 Quality Assurance Standards

All Suppliers must implement adequate quality control procedures before listing or dispatching products. Quality control shall include inspection for: product authenticity and originality, functional testing where applicable, packaging integrity and labeling compliance, and batch or expiry verification for consumables, pharmaceuticals, or chemicals. EmaanMall reserves the right to audit, inspect, or sample supplier products for verification of compliance.

13.3 Prohibited and Restricted Items

Strictly prohibited categories include:

• Counterfeit or pirated goods; stolen merchandise; goods violating import/export restrictions
• Explosives, weapons, ammunition, and firearms; toxic chemicals, flammable substances, or radioactive materials
• Unregistered medicines, supplements, or medical devices; expired or adulterated consumables
• Items promoting hate speech, obscenity, or violence
• Products offensive to Islamic values, public morality, or Pakistani law; alcohol, pork-based items, or materials deemed haram
• Products with manipulated reviews or counterfeit certification marks; items falsely labeled as "original," "certified," or "organic"

13.4 Product Testing, Certification, and Verification

Suppliers must provide proof of safety certification for any regulated product category upon request. Documentation may include: laboratory test reports, regulatory authority certificates, product registration numbers, and warranty or conformity declarations. EmaanMall reserves the right to suspend listings that lack adequate documentation or fail inspection.

13.5 Handling of Unsafe or Defective Products

If any product is found to be unsafe, defective, expired, or misrepresented, EmaanMall may immediately remove or suspend the listing, notify buyers who purchased the affected products, require the Supplier to initiate recall or replacement procedures, and report the Supplier to relevant authorities if public safety is at risk. Suppliers are fully responsible for all costs and liabilities arising from the sale of defective or unsafe goods. Suppliers must promptly notify EmaanMall of any known defects, recalls, or safety alerts.

13.6 Inspection, Sampling, and Quality Verification by EmaanMall

EmaanMall reserves the right to conduct periodic product inspections or sampling to verify compliance with safety and quality standards. If a product fails inspection, EmaanMall may remove the product from sale, issue warnings or suspend the supplier's account, withhold settlements pending corrective action, or report findings to authorities. Suppliers must fully cooperate with any quality audit or investigation initiated by EmaanMall.

13.7 Supplier Liability for Unsafe or Non-Compliant Products

Suppliers shall bear full legal and financial responsibility for all damages, losses, or injuries caused by unsafe, defective, or prohibited goods — including customer compensation and refunds, legal fines, product recalls, and losses incurred by EmaanMall due to reputational or operational damage. EmaanMall shall not be held liable for any claim or injury arising from a supplier's product. Suppliers agree to indemnify and hold EmaanMall harmless from all claims resulting from product safety violations.

13.8 Corrective and Enforcement Actions

Upon detection of non-compliance, EmaanMall may: suspend or permanently ban the supplier's account, remove all associated product listings, withhold payments until full resolution, impose monetary penalties or service charges, and refer the matter to law enforcement or regulatory authorities. EmaanMall's enforcement decisions are final and binding.

13.9 Product Authenticity and Traceability

Suppliers must ensure traceability of all goods through invoices, batch records, and supplier documentation. Products with unverifiable sources or inconsistent documentation may be deemed non-compliant and removed. Suppliers must maintain records for at least two (2) years after each sale, available for EmaanMall's review upon request.

13.10 Continuous Improvement and Compliance Monitoring

Suppliers are encouraged to adopt ongoing quality improvement programs, including staff training and supplier audits. EmaanMall may conduct periodic compliance reviews to ensure adherence to this policy. Failure to meet required improvements may result in account downgrading or suspension.

14 MARKETING, ADVERTISING & PROMOTION POLICY

14.1 Supplier Responsibility for Marketing Content

Suppliers are solely responsible for ensuring all marketing or advertising content they publish is truthful, accurate, lawful, and non-deceptive. All promotional materials must comply with applicable advertising laws, EmaanMall's content guidelines, and Islamic ethical standards and cultural sensitivities.

14.2 Use of EmaanMall's Name, Logo, and Branding

Suppliers may use EmaanMall's branding only with prior written consent and solely for promoting their legitimate presence on the platform. Unauthorized use, modification, or imitation of EmaanMall's logo, trade dress, or design assets is strictly prohibited. EmaanMall reserves the right to revoke permission for brand usage at any time without notice.

14.3 Advertising Standards and Ethical Requirements

All advertising content must be truthful, clear, and factually accurate. Advertisements must not contain offensive, discriminatory, or misleading language; must respect religious, cultural, and moral values of Pakistan; must not promote haram, illegal, or unethical products; and must clearly indicate when content is sponsored. EmaanMall reserves the right to remove or reject any advertisement that violates these standards.

14.4 Discounts, Promotions, and Campaigns

Misleading promotions, fake discounts, or price manipulation are strictly prohibited. All discount offers must clearly display original price, discounted price, and duration. Any promotional activity using external media or influencers that references EmaanMall must receive prior written approval from the EmaanMall marketing team.

14.5 Sponsored Ads and Paid Marketing

EmaanMall may provide options for sponsored listings or paid advertising within the platform. Participation in such programs is voluntary and subject to applicable advertising fees and policies. Sponsored ads must not mislead buyers or unfairly represent competing products. All ad content must comply with EmaanMall's ad approval process and content quality requirements.

14.6 Prohibited Marketing Practices

Prohibited marketing acts include: posting fake reviews or testimonials, offering incentives for positive reviews, spamming buyers with unsolicited messages, conducting off-platform sales solicitation, running misleading "limited-time" offers without basis, using clickbait or manipulative visuals, and copying or impersonating competitor brands. Violations may result in account suspension or permanent termination.

14.7 External Marketing and Public Representation

Suppliers may promote their EmaanMall store on external media provided the content is accurate, non-deceptive, and includes a clear link to the supplier's EmaanMall profile. Suppliers must not use EmaanMall's name to imply partnership, endorsement, or sponsorship unless officially approved. EmaanMall reserves the right to demand removal of any external marketing material that violates this policy.

14.8 Marketing Content Ownership and Rights

By uploading or submitting promotional content to EmaanMall, the Supplier grants EmaanMall a non-exclusive, royalty-free license to use, display, and distribute such materials for platform promotion or recordkeeping. EmaanMall retains full ownership of its platform-generated promotional materials. The Supplier shall bear full legal responsibility for any false or misleading marketing claims, copyright violations, or damages resulting from their promotional content.

15 PERFORMANCE EVALUATION, REVIEWS & RATING POLICY

15.1 Supplier Performance Metrics

EmaanMall continuously tracks: Order Fulfillment Rate, On-Time Delivery Rate, Order Cancellation Rate, Product Return Ratio, Customer Satisfaction Rating, Response Time, Dispute Resolution Rate, Policy Compliance Score, Stock Accuracy, and Repeat Buyer Ratio.

15.2 Review and Rating System

After each completed order, buyers are encouraged to submit reviews and ratings based on their overall experience. Ratings are displayed on a 5-star scale with written feedback visible on the supplier's public profile. Only verified buyers who have completed purchases may submit reviews.

15.3 Rules Governing Reviews and Feedback

Suppliers may not manipulate or influence reviews in any way. Offering incentives, discounts, or free products in exchange for positive feedback is strictly prohibited. Submitting fake reviews is a violation. Suppliers may respond to reviews professionally but must not use abusive, defensive, or retaliatory language. Any deliberate manipulation of reviews is considered fraudulent conduct and may lead to civil or criminal liability.

15.4 Review Moderation and Dispute Handling

EmaanMall reserves the right to moderate, verify, and investigate reviews before publication. Suppliers may appeal against a review they believe is fraudulent, defamatory, or unrelated to an actual transaction. EmaanMall will examine evidence such as order IDs, chat logs, and delivery records. Decisions regarding review removal or retention shall be final and at EmaanMall's sole discretion.

15.5 Performance Evaluation Frequency

Supplier performance is evaluated continuously using both automated systems and manual audits. Comprehensive evaluations are conducted monthly or quarterly depending on the supplier's volume and category. Suppliers performing below EmaanMall's minimum thresholds will be issued performance warnings and may be required to submit improvement plans.

15.6 Performance Tiers

15.7 Non-Compliance and Penalty Mechanisms

Penalties include: Warning Notice, Temporary Suspension, Listing Restrictions, Account Downgrade, Monetary Penalties (deductions from settlements), and Permanent Account Termination in severe or repeated cases of misconduct, fraud, or manipulation. EmaanMall reserves full discretion to determine the severity of penalties based on the nature and recurrence of violations.

15.8 Supplier Appeals and Corrective Actions

A Supplier subject to penalties may submit a written appeal within seven (7) working days of receiving the disciplinary notice. The appeal must include supporting documents, corrective action evidence, and a commitment to improved compliance. EmaanMall will review the appeal and respond within a reasonable timeframe. The decision following appeal review shall be final and binding.

15.9 Transparency and Public Display of Ratings

EmaanMall maintains transparency by publicly displaying average ratings and key performance metrics on each supplier's store page. These metrics help buyers make informed purchasing decisions and encourage suppliers to uphold professional standards.

16 ACCOUNT SUSPENSION, TERMINATION & REINSTATEMENT

16.1 Grounds for Suspension or Termination

EmaanMall may suspend or terminate accounts due to: violation of Terms, fraudulent or misleading activity, illegal or prohibited conduct, poor performance (excessive delays, high refund rates, low ratings), non-payment or financial misconduct, security or data breach, or government orders and regulatory compliance issues.

16.2 Suspension Procedure

EmaanMall will notify the supplier via registered email and/or dashboard. During suspension, suppliers may lose access to product listing, order management, or payment withdrawal. A rectification period of usually 7–14 business days may be provided.

16.3 Termination Procedure

Upon termination, all active listings, pending orders, and ongoing transactions will be automatically canceled. Any remaining dues or payments shall be settled in accordance with Section 9. EmaanMall reserves the right to initiate legal proceedings for damages or policy violations.

16.4 Appeal and Reinstatement

A terminated supplier may file a formal appeal within 15 business days from the date of notice. Reinstatement requires signing a written compliance undertaking and fulfilling all pending obligations.

In case of severe violations such as fraud, sale of counterfeit goods, or data misuse, EmaanMall reserves the right to impose a permanent ban without eligibility for reinstatement.

16.5 Data Retention and Post-Termination Handling

EmaanMall may retain transaction records, communications, and business data for a legally mandated period to ensure compliance with tax, audit, and regulatory requirements. Upon expiry of the retention period, personal and business data shall be deleted or anonymized in accordance with Section 10. Once an account is terminated, the supplier will lose access to all platform tools, analytics, and stored data except as required for settlement or legal compliance.

16.6 Effect of Termination

All rights and licenses granted to the supplier under these Terms shall immediately cease upon termination. Certain obligations — including confidentiality, payment of dues, legal compliance, and dispute resolution — shall survive termination. EmaanMall reserves the right to inform buyers or business partners about the termination status where necessary to protect marketplace integrity.

17 LIMITATION OF LIABILITY & INDEMNIFICATION

17.1 General Limitation of Liability

EmaanMall's total liability shall not exceed the total commission or service fees paid by the supplier to EmaanMall for the transaction in question within the preceding three (3) months. EmaanMall shall not be responsible for indirect, incidental, consequential, punitive, or special damages including loss of profits, revenue, or reputational harm.

17.2 Supplier Liability

Each supplier is fully responsible for the authenticity, legality, quality, labeling, and safety of their listed products. The supplier is solely responsible for handling all product-related claims including warranty, refund disputes, and regulatory compliance issues.

17.3 Indemnification Obligations

The supplier agrees to indemnify, defend, and hold harmless EmaanMall, its parent company, affiliates, officers, employees, and agents from all claims, damages, and expenses arising from breach of terms, violations, or third-party claims. EmaanMall will notify the supplier in writing upon becoming aware of any claim subject to indemnification. All indemnity and liability obligations survive termination of the supplier's account.

17.4 Disclaimer of Warranties

EmaanMall provides its services on an "as-is" basis without any express or implied warranties. EmaanMall does not guarantee sales volume, business growth, or profitability for any supplier. EmaanMall is not liable for downtime, data loss, or interruptions due to maintenance, cyber incidents, or force majeure events.

17.5 Risk Acknowledgment

Suppliers expressly acknowledge and accept risks including: market fluctuations and buyer non-performance, platform policy updates and fee adjustments, and third-party delays or regulatory actions beyond EmaanMall's control.

18 GOVERNING LAW, JURISDICTION & DISPUTE RESOLUTION

18.1 Governing Law

These Terms and all related transactions shall be governed by and construed in accordance with the laws of the Islamic Republic of Pakistan.

18.2 Jurisdiction

The courts of Karachi, Pakistan shall have exclusive jurisdiction to adjudicate any dispute, controversy, or claim arising out of or relating to these Terms.

18.3 Dispute Resolution — Three-Stage Process

18.4 Exceptions to Arbitration

EmaanMall may seek immediate injunctive or equitable relief (such as to prevent data misuse, IP infringement, or fraudulent activity) from any competent court without first resorting to mediation or arbitration. Claims relating solely to payment recovery or minor disputes under a monetary threshold (PKR 100,000 or less) may be directly filed in a small claims court at EmaanMall's discretion.

18.5 Confidentiality of Proceedings

All information disclosed during mediation or arbitration shall be treated as strictly confidential and may not be disclosed to any third party without written consent. Settlement documents or arbitration awards shall only be used for enforcement purposes and not for public dissemination or commercial gain.

18.6 Final and Binding Nature

By agreeing to these Terms, all suppliers, distributors, manufacturers, and dealers expressly waive their right to pursue litigation outside of the procedures described in this section, except where such waiver is prohibited by applicable law.

19 AMENDMENTS, UPDATES & COMMUNICATION POLICY

19.1 Right to Amend or Update Terms

EmaanMall reserves the right to amend, revise, or update these Terms and Conditions at any time for compliance with legal, regulatory, or operational requirements.

19.2 Notification and Acceptance

Continued use of the platform after updates constitutes acceptance of the revised Terms. Suppliers may opt out by ceasing use and notifying EmaanMall within seven (7) business days. Official notices will be sent via email, platform alerts, or website updates.

19.3 Emergency or Policy Enforcement Updates

Compliance or security-related changes may take effect immediately and may be applied retroactively in cases of fraud or misuse.

19.4 Communication Policy

Suppliers must keep their contact information current. Notices sent to registered contacts are deemed delivered. English prevails in case of language discrepancies.

20 MISCELLANEOUS PROVISIONS & FINAL CLAUSES

20.1 Severability

If any clause is deemed invalid or unenforceable, all remaining provisions shall continue in full effect. Invalid portions shall be replaced with lawful equivalents reflecting original intent.

20.2 Assignment and Transfer

Suppliers may not assign rights or obligations to any third party without EmaanMall's prior written consent. EmaanMall may transfer its rights to affiliates or successors without restriction. These Terms bind successors and assigns of both parties.

20.3 Waiver

Failure by EmaanMall to enforce any provision of these Terms shall not constitute a waiver of the right to enforce it in the future. Any waiver is only valid if provided in writing and applies only to the specific instance referenced — it does not constitute a continuing waiver.

20.4 Entire Agreement

These Terms and referenced policies form the entire agreement between the parties and supersede all prior understandings. Oral promises not incorporated in writing are void.

20.5 Relationship Between Parties

The parties remain independent contractors. Suppliers cannot represent or bind EmaanMall without prior written authorization.

20.6 Force of Law and Enforceability

Acceptance of these Terms — whether by registration, continued use, or electronic confirmation — forms a legally binding contract. Electronic acceptance carries the same legal weight as a handwritten signature. Key obligations including confidentiality, indemnity, payment of dues, and dispute resolution survive termination of the account.

20.7 Governing Versions

The English version of these Terms is legally binding. The most current and authoritative version is always available at www.emaanmall.com and supersedes all previously published versions.

20.8 Force of Agreement — Final Acceptance

By accepting these Terms, each supplier, distributor, manufacturer, and dealer affirms that they have read, understood, and voluntarily agreed to be legally bound by the EmaanMall Distribution Marketplace Supplier Terms and Conditions. This agreement shall remain valid and enforceable throughout their continued engagement with the platform, unless terminated in accordance with Section 16.

21 SUPPLIER ONBOARDING, TRAINING & SUPPORT POLICY

21.1 Purpose and Scope

This section defines EmaanMall's commitment to supporting newly registered and existing Suppliers through structured onboarding, training resources, and ongoing vendor support. While EmaanMall enforces strict compliance standards, it equally recognizes its responsibility to equip Suppliers with the knowledge, tools, and guidance required to succeed on the platform.

21.2 Onboarding Process

Upon successful registration and account activation, every new Supplier shall be taken through EmaanMall's standard onboarding process, which includes:

• A welcome communication outlining platform rules, key policies, and Vendor Dashboard navigation.
• Access to EmaanMall's Supplier Knowledge Base — a digital library of guides, FAQs, policy documents, and step-by-step tutorials.
• An initial account setup review by EmaanMall's onboarding team to verify completeness of the Supplier profile, tax information, bank details, and first listings.
• A designated onboarding period during which priority vendor support will be available for account setup queries.

21.3 Training and Educational Resources

EmaanMall shall provide Suppliers with access to ongoing training materials and educational content, including:

• Product listing best practices — image standards, description guidelines, and SEO optimization tips.
• Order management and fulfillment tutorials.
• Returns, refunds, and dispute handling procedures.
• Performance metric improvement guides.
• Periodic webinars, workshops, or recorded sessions on platform updates, policy changes, and market trends.

Participation in training programs is strongly encouraged and may be made mandatory for Suppliers on probation or those issued performance warnings.

21.4 Vendor Support and Helpline

EmaanMall shall maintain a dedicated Vendor Support channel accessible through the Vendor Dashboard, email, and a designated support helpline. Suppliers may raise support tickets for issues related to: account access and technical problems, listing approvals and rejections, payment queries and settlement discrepancies, order and fulfillment disputes, and policy clarification requests.

EmaanMall commits to acknowledging all support requests within one (1) business day and resolving standard queries within three (3) to five (5) business days. Complex disputes or account-related matters may require additional time and will be communicated to the Supplier accordingly.

21.5 Escalation Process

If a Supplier's concern is not resolved satisfactorily at the standard support level, the following escalation path applies:

• Level 1: Vendor Support Representative — initial point of contact for all queries.
• Level 2: Senior Vendor Relations Manager — for unresolved or complex issues after Level 1 review.
• Level 3: EmaanMall Compliance and Legal Team — for formal disputes, payment disagreements, or policy-based concerns requiring official determination.

Suppliers must follow this escalation path in order. Bypassing standard support channels and directly contacting executive management is not permitted and may result in delayed resolution.

21.6 Supplier Feedback and Platform Improvement

EmaanMall values Supplier feedback as a critical input for continuous platform improvement. Suppliers are encouraged to submit structured feedback on platform features, policies, and support quality through the Vendor Dashboard's feedback portal. EmaanMall shall review aggregated feedback periodically and, where feasible, incorporate Supplier suggestions into platform updates, policy revisions, or operational improvements. EmaanMall is not obligated to implement any specific Supplier suggestion but commits to transparent communication regarding feedback outcomes.

22 B2B BULK ORDER & WHOLESALE AGREEMENT TERMS

22.1 Purpose and Scope

EmaanMall operates as a hybrid B2B and B2C marketplace, serving both individual retail buyers and registered business buyers including retailers, wholesalers, importers, and institutional purchasers. This section governs the specific terms and obligations applicable to B2B transactions — defined as bulk or wholesale orders placed by verified business buyers through the EmaanMall platform. These terms apply in addition to, and do not replace, the general Supplier Terms set out in earlier sections of this document.

22.2 Minimum Order Quantities (MOQ)

Suppliers offering products under B2B or wholesale categories may define a Minimum Order Quantity (MOQ) for each product. The following rules apply:

• MOQ must be clearly stated in the product listing and must reflect the actual minimum quantity the Supplier can fulfill per order.
• Suppliers must not accept or confirm orders below the stated MOQ and subsequently fail to fulfill them — this will be treated as a policy violation.
• EmaanMall reserves the right to review and approve stated MOQs to ensure they are reasonable and commercially justified for the product category.
• If a B2B buyer requests a quantity below the Supplier's stated MOQ, the Supplier may negotiate; however, any such agreement must be documented through the EmaanMall platform and not via external communication.

22.3 Volume Discounts and Tiered Pricing

Suppliers may offer tiered pricing structures or volume discounts for B2B buyers, subject to the following conditions:

• All discount tiers and pricing structures must be configured through the Vendor Dashboard and must be transparent and equally accessible to all eligible B2B buyers meeting the defined quantity thresholds.
• Offering selective or undisclosed volume discounts to specific buyers outside the platform's published pricing structure is prohibited.
• Promotional B2B pricing offered during campaigns must comply with EmaanMall's Marketing and Advertising Policy (Section 14).

22.4 Credit Terms for Verified B2B Buyers

EmaanMall may, at its sole discretion, facilitate deferred payment or credit terms for verified B2B buyers with an established transaction history on the platform. The following conditions apply:

• Credit terms are only available to B2B buyers who have been formally verified by EmaanMall and have completed a minimum number of successful transactions as defined by EmaanMall's credit eligibility criteria.
• Suppliers are not authorized to independently extend credit terms to buyers outside of EmaanMall's approved credit framework.
• In the event that a credit-enabled buyer defaults on payment, EmaanMall shall initiate its standard recovery procedure. EmaanMall does not guarantee payment to Suppliers in the event of buyer default unless otherwise stated in a separate agreement.
• All credit-related disputes shall be handled through EmaanMall's dispute resolution mechanism as defined in Section 18.

22.5 B2B Fulfillment Timelines

Given the larger quantities involved in B2B orders, the following adjusted fulfillment timelines apply:

• Order confirmation must be issued within twenty-four (24) hours of order placement, identical to standard orders.
• For bulk orders above the defined threshold, dispatch timelines may be extended up to seven (7) business days, provided the extended timeline is communicated to the buyer and approved by EmaanMall at the time of order confirmation.
• For orders requiring manufacturing, custom production, or sourcing from third-party suppliers, the Supplier must provide a written delivery schedule at the time of order confirmation, and any deviation from this schedule must be communicated immediately.
• Failure to fulfill bulk orders within confirmed timelines will be treated as a material breach and may result in financial penalties, order cancellation, and buyer compensation at the Supplier's cost.

22.6 Bulk Order Cancellation Policy

Cancellation of confirmed bulk orders carries significant consequences due to the commercial and logistical impact on B2B buyers. The following rules apply:

• Once a bulk order is confirmed by the Supplier, cancellation is only permissible under Force Majeure conditions (as defined in Section 11) or with the express written consent of both the buyer and EmaanMall.
• Supplier-initiated cancellations of bulk orders without valid cause will result in: a financial penalty equivalent to a defined percentage of the order value as determined by EmaanMall, an automatic downgrade in the Supplier's performance tier, and potential temporary suspension from B2B category listings.
• Repeat bulk order cancellations may result in permanent removal from EmaanMall's B2B category and loss of eligibility for wholesale or bulk buyer access.

22.7 B2B Returns and Quality Disputes

Returns and quality disputes for B2B orders are subject to the standard Return, Refund, and Dispute Resolution Policy (Section 8) with the following additional provisions:

• B2B buyers must inspect received goods within three (3) business days of delivery and submit any quality dispute or return request within this window. Disputes raised after this period may not be eligible for full return consideration.
• For large-volume orders, partial returns of defective or non-conforming units are permissible. The Supplier must replace or refund only the defective units, provided the remaining shipment meets the agreed specification.
• All B2B quality disputes must be supported by photographic evidence, inspection reports, or third-party quality certification where applicable.

22.8 Confidentiality of B2B Pricing and Agreements

All pricing, discount structures, credit terms, and commercial arrangements agreed upon between a Supplier and a B2B buyer through the EmaanMall platform are strictly confidential. Neither party may disclose such terms to third parties, competitors, or the media without the prior written consent of both EmaanMall and the other party. Breach of this confidentiality obligation may result in account suspension and legal action for damages.