Puraglow Marketplace: Seller-Guidance and Terms of Use

As well as marketing our own products, Puraglow also offers a Marketplace opportunity to selected partners where they can sell goods and services directly to our customers through our marketing network.

Business owners can set set up, manage and run their Puraglow Marketplace through our award-winning interface. If you have problems setting up your Marketplace our support teams are always on hand to help at support@puraglow.com.

We want to make sure that you and your buyers have a positive experience on Puraglow. Please read on to find out more about your rights and what is expected of you as a Puraglow Vendor to protect our Puraglow Marketplace customers, our brand and the reputation of other sellers.

This policy comprises part of our Terms of Service. In becoming a Puraglow Vendor, you’re agreeing to this policy and our Terms of Use.

What Can be Sold on Puraglow

Our Marketplace enables Listed Businesses to sell a range of products and services on Puraglow. You must agree to be listed on Puraglow to join the Puraglow Marketplace.

The Puraglow Marketplace permits vendors to sell the following products:

  • Physical Goods: which you ship to Customers;
  • Virtual Products: which customers can download;
  • Appointments and Bookings: for services you provide—eg for courses; or for consultations;
  • Accommodation and Facility Bookings: for hotels, spas and health resorts—or for meeting rooms or conference facilities.

We do not currently offer bookings for tickets for events but this is actively under development…

Physical Goods

If you are selling physical goods you agree that:

  1. All items listed are available for purchase;
  2. Each listing has a set price which is clear to the buyer (including delivery charges);
  3. If you are using photographs of previous work with options for customisation (like colour choices) included in the listing, it is clear in your description that the photos shown are just examples.

Virtual Products

If you are selling virtual goods you agree that:

  1. All items listed are available for immediate download, or shortly after purchase;
  2. Each listing has a set price;
  3. You own the rights to, or the rights to resell the product (no counterfeits or illegal copies).

Appointments and Course Bookings

If you are offering bookings for appointments or course time-slots you agree that:

  1. The slots you are offering are available, or if they are discovered no longer to be so due to a prior booking through a third party system, the customer will be offered an acceptable alternative of fully refunded;
  2. Each booking has a price which is clear at the time of purchase;
  3. You own the rights to sell, or the rights to resell the booking.

Accommodation and Facility Bookings

If you are offering bookings for Accommodation and Facility time-slots you agree that:

  1. The slots you are offering are available, or if they are discovered no longer to be so due to a prior booking through a third party system, the customer will be offered an acceptable alternative of fully refunded;
  2. Each booking has a price which is clear at the time of purchase;
  3. You own the rights to sell, or the rights to resell the booking.

What Can’t be Sold on Puraglow

The following types of items are prohibited or restricted on Puraglow:

  1. Tobacco, Drugs, Drug Paraphernalia, and Medical Drugs;
  2. Some Animal Products and Human Remains;
  3. Dangerous Items: Hazardous Materials, Recalled Items and Weapons;
  4. Hate Items: Items and Services that Promote, Support or Glorify Hatred
  5. Illegal Items and Services, Items Promoting Illegal Activity and Highly Regulated Items;
  6. Internationally Regulated Items and Services;
  7. Pornography, Mature Content and Adult Services and Events;
  8. Violent Items: Items, Events and Services that Promote, Support or Glorify Violence.

If you are uncertain if your product violates our “acceptable products” terms please contact support@puraglow.com when we will endeavour to assist. Keep in mind that members may flag listings that appear to violate our policies for Puraglow to review.

Puraglow may remove any listings that violate our policies. Note that listing fees are non-refundable. Puraglow may also suspend or terminate your account for any violations. You’ll still be required to pay any outstanding fees on your Puraglow bill, and any prepaid subscription fees will be non-refundable.

If you are raising money on behalf of a charity, you must obtain that charity’s consent.

Representing Yourself, Your Shop and Your Listings Honestly

One of Puraglow’s core values is transparency. Transparency means that you honestly and accurately represent yourself, your items and your business.

By selling on Puraglow, you agree that you will:

  1. Provide honest, accurate information in your About page, should you choose to complete it;
  2. Honour your Shop Policies, should you choose to publish them;
  3. Accurately represent your items in listings and listing photos;
  4. Respect the intellectual property of others. If you feel someone has violated your intellectual property rights, you can report it to Puraglow;
  5. Not engage in fee avoidance (such as suggesting prospective customers contact you other than through the Puraglow website);
  6. Not create duplicate shops or otherwise spam the site.

Communicating with Customers

Customer Communication and Support Enquiries

We strongly recommend you use our inbuilt Customer Support Channels and Messaging for customer contact. These are logged on the site and can be revisited if required to resolve later disputes.

Support Channels and Messaging may not be used for the following activities:

  1. Sending unsolicited advertising or promotions, requests for donations or spam—our promotional channels including Push Marketing and Targeted Promotions are much better at this;
  2. Harassing or abusing another member;
  3. Contacting someone after they have explicitly asked you not to; or
  4. Interfering with a transaction or the business of another member.

Interference
Interference occurs when a member intentionally interferes with another member’s shop in order to drive away their business. Interference is strictly prohibited on Puraglow. Examples of interference include:

  1. Contacting another member to warn them away from a particular member, shop or item;
  2. Posting in our forums to demonstrate or discuss a dispute with another member;
  3. Purchasing from a seller for the sole purpose of leaving a negative review;
  4. Maliciously clicking on a competitor’s Promoted Listings ads in order to drain that member’s advertising budget, also known as “click fraud.”

Harassment
Any use of any Puraglow service to harass other members is strictly prohibited. Similarly no Puraglow service may be used to support or glorify hatred toward, or otherwise demean people based upon: race, ethnicity, religion, gender, gender identity, disability or sexual orientation. If you see anything that violates this policy, please contact support@puraglow.com immediately…

Emails

You may receive a buyer’s email address or other information as a result of entering into a transaction with that buyer. This information may only be used for Puraglow-related communications or for Puraglow-facilitated transactions. You may not use this information for unsolicited commercial messages or unauthorised transactions. Without the buyer’s explicit consent, you may not add any Puraglow member to your email or physical mailing list or store or misuse any payment information. For more information, please see our Privacy Policy.

Creating and Uploading Content

As a member of Puraglow, you have the opportunity to create and upload a variety of content, like usernames, listings, text, photos, and videos. In order to keep our community safe and respectful, you agree that you will not upload content that is:

  1. Abusive, threatening, defamatory, or harassing;
  2. Obscene or vulgar;
  3. In violation of someone else’s privacy or intellectual property rights; or
  4. False, deceptive, or misleading.

Building a Positive Reputation Through our Reviews System

Reviews are implicit to both our listings and the Puraglow Marketplace and a great way for you to build a reputation on Puraglow. Buyers can leave a review, including a one to five star rating, photographs.

On the rare occasion you receive an unfavourable review, you can reach out to the buyer and also leave a response.

Reviews and your response to reviews may not:

  1. Contain private information;
  2. Contain obscene, racist, or harassing language or imagery;
  3. Contain prohibited medical drug claims;
  4. Contain advertising or spam;
  5. Be about things outside the seller’s control, such as a shipping carrier, Puraglow or a third party; or
  6. Undermine the integrity of the Reviews system.

Extortion

Extortion is not allowed on Puraglow. Any attempt to manipulate reviews through threats, intimidation, or bribery is considered extortion and is strictly prohibited. Extortion includes when a seller offers a buyer additional goods, services, or compensation in exchange for a positive review.

Shilling

Shilling is strictly prohibited on Puraglow. Shilling is the fraudulent inflation of a shop’s reputation by use of an alternate account. The intent of shilling is to make a seller look more desirable by increasing the shop’s number of sales and overall review score. Reviews must reflect the honest, unbiased opinions, findings, beliefs or experience of the buyer.

Providing Great Customer Service

We expect our sellers to provide a high level of customer service. By selling on Puraglow, you agree to:

  1. Honour your shipping and processing times. Sellers are obligated to ship an item or otherwise complete a transaction with a buyer in a prompt manner, unless there is an exceptional circumstance. Please be aware that legal requirements for shipping times vary by country.
  2. Respond to Messages and Support Requests in a timely manner.
  3. Honour the commitments you make in your shop policies.
  4. Resolve disagreements or disputes directly with the buyer. In the unlikely event that you can’t reach a resolution, contact support@puraglow.com and we will endeavour to resolve the dispute through our case and dispute resolution system.
  5. If you are unable to complete an order, you must notify the buyer and cancel the order.

Responding to Requests for Cancellations, Returns and Exchanges

Please be aware that in addition to this policy, each country has its own laws surrounding shipping, cancellations, returns and exchanges. Please familiarise yourself with the laws of your own country and those of your buyers’ countries.

European Union Right of Withdrawal

Buyers in the European Union (EU) may be entitled to a 14-day “right of withdrawal” after receiving an item, during which they may return an item for any reason. The details of this right vary by EU member state. The right of withdrawal does not apply to custom items or certain perishable goods. Rights with respect to digital items vary by EU member state.

Cancellations

If you are unable to complete a transaction, you must notify the buyer via the Customer Support channel and cancel the transaction. If the buyer already submitted payment, you must issue a full refund. You are encouraged to keep proof of any refunds in the event a dispute arises.

You may cancel a transaction under the following circumstances:

  1. The buyer did not pay. (The seller may flag a buyer for a payment not received, chargeback or cancelled payment.)
  2. Both you and the buyer agree to cancel the transaction prior to shipment, and you have issued the buyer a full refund.
  3. You have decided to refuse service to the buyer, and if the buyer has already paid, you have issued a full refund, including shipping.
  4. The buyer did not receive the item(s) ordered, even though you provided proof of shipping, and you have issued a refund for the item. (Refunding shipping is optional, unless the buyer paid with Direct Checkout, in which case you’ll need to refund in full.)
  5. Both you and the buyer agreed that the buyer could return the item for a refund, you have received the returned item and issued a refund to the buyer for the item. (Refunding shipping is optional, unless the buyer paid with Direct Checkout, in which case you will need to refund in full.)

Disputes

We ask buyers to contact a seller directly and attempt to resolve any outstanding issues before reporting a case to Puraglow. For this reason, it is important that you fill out your shop policies and regularly respond to contact from your buyers.

Buyers may file a case for a non-delivery or a not-as-described item. You must respond to any open cases within seven days.

A Non-Delivery occurs when a buyer places an order and submits payment, but does not receive the item. The following are examples of Non-Delivery cases:

  1. An item was never sent.
  2. An item was sent to an address that is not on the receipt.
  3. There is no proof that the item was shipped to the buyer’s address.

An item is Not as Described if it is materially different from the your listing description or your photos.

Not as Described cases can also be filed for late delivery. In order to qualify as late delivery, the buyer must provide proof that all of these conditions have been met:

  1. The item(s) were ordered for a specific date or event.
  2. A deadline was agreed upon by the buyer and seller.
  3. The item(s) are rendered useless after that date.

Full and Final Resolution

In all matters relating to disputes the final decision and resolution rests with Puraglow and its site owners the Puraglow Limited. This does not affect your statutory rights as allowed under the laws of England and Wales.

©2017 Puraglow Ltd. All Rights Reserved

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