Vendor Partner Terms & Conditions

1. Partner agreement acceptance

These Vendor Partner Terms & Conditions (“Vendor Terms”) form a binding agreement between you (“Vendor”, “Partner”, “you”) and the operator of Maurya Service (“Platform”, “we”, “us”).

You accept these Vendor Terms when you:

• create or operate a Vendor / Partner account on the Maurya Service website, app, or PWA;
• submit KYC, business, bank, or catalogue information for approval;
• publish or maintain product listings (including ACs, refrigerators, water purifiers / RO, washing machines, microwaves, and related accessories);
• accept, fulfil, deliver, install, service, or return any order originating through the Platform; or
• continue operating as an approved partner after we publish updates to these Vendor Terms.

Your acceptance is in addition to — not in replacement of — our general Platform Terms & Conditions, Platform Privacy Policy, Refund Policy, and Cancellation Policy, except where these Vendor Terms expressly add partner-specific obligations.

2. Definitions

• Platform / Maurya Service: the marketplace technology, website, app (PWA), dashboards, APIs, and support channels operated by us to connect customers with vendors and technicians.
• Vendor / Partner: a business or individual approved by us to list and fulfil rental products and related services through the Platform.
• Customer: an end user who rents products or books services through the Platform.
• Listing / Catalogue: product pages, SKUs, images, specifications, pricing, stock flags, tenure options, deposits, delivery/installation charges, and warranty disclosures you publish or maintain on the Platform.
• Order: a confirmed rental booking or related transaction assigned to you through the Platform.
• SLA: service-level timelines and standards for accepting, preparing, handing off, delivering, installing, maintaining, or collecting products as configured on the Platform or communicated in writing.
• Settlement: remittance to you of amounts due after deductions for platform fees, commissions, chargebacks, refunds, penalties, taxes withheld (if applicable), and adjustments.
• Customer PII: personally identifiable information of customers shared with you for order fulfilment (e.g. name, phone, address, delivery slot, payment status references).
• KYC: know-your-customer / partner verification documents and checks required before activation or continued listing.

3. Eligibility & onboarding / KYC approval

• You must be 18 years or older and legally capable of entering binding contracts under Indian law.
• You must operate a legitimate rental / appliance business (proprietorship, partnership, LLP, company, or other lawful entity) and provide accurate business name, address, contact details, and GSTIN (where applicable).
• You must complete KYC and onboarding steps we require, which may include government ID, business registration proof, address proof, bank account / IFSC, cancelled cheque or bank verification, PAN, GST certificate, shop/establishment or trade licence (where applicable), and signed declarations.
• Approval is at our sole discretion. We may reject, pause, or re-verify applications without assigning reasons, including for incomplete documents, mismatch, adverse verification, prior policy violations, or risk concerns.
• You must promptly update us if ownership, signatory authority, bank details, GST status, service area, or contact information changes.
• You represent that you hold valid licences, permissions, and insurance (where required by law) to rent, deliver, install, and service the categories you list.
• One partner account must not be shared across unrelated businesses without our written consent. Duplicate or shell accounts may be terminated.

4. Independent contractor status (not employee)

You are an independent contractor and not an employee, agent, franchisee, joint venturer, or legal representative of Maurya Service.

• You control your own staff, inventory sourcing (subject to quality rules), warehouse/store operations, vehicles, and day-to-day fulfilment, except where Platform workflows or SLAs apply.
• Nothing in these Vendor Terms creates an employment relationship, partnership, or exclusivity unless separately agreed in writing.
• You are solely responsible for wages, statutory contributions, labour compliance, contractor payments, and workplace safety for your personnel.
• You may not represent yourself as an employee of Maurya Service or bind us to third-party contracts without prior written authorisation.
• Customers contract for the rental product and related fulfilment through the Platform; you remain responsible for your performance obligations as the supplying partner, while we facilitate discovery, booking, payments, and support.

5. Catalogue & listing accuracy

You are responsible for the accuracy and legality of every listing in your catalogue, including but not limited to:

• Air conditioners (split, window, inverter, tonnage, star rating, brand, model, cooling capacity);
• Refrigerators (single/double door, capacity, defrost type, brand, model);
• Water purifiers / RO (technology, storage, TDS suitability disclosures, filter status where relevant);
• Washing machines (front/top load, capacity, semi/fully automatic);
• Microwaves (capacity, type, power rating); and
• related accessories, installation kits, stands, stabilisers, or bundled items shown on the product page.

You must ensure:

• images, titles, specifications, condition grade (new / refurbished / used — as permitted), and inclusions match the actual unit supplied;
• listed brands and models are genuine and not counterfeit;
• age, service history, and refurbishment disclosures are truthful where shown;
• serviceable pincodes / delivery zones reflect real coverage;
• installation requirements, electrical prerequisites, and space requirements are clearly stated where applicable; and
• you remove or pause listings promptly when stock is unavailable or specifications change.

Misleading listings, bait-and-switch models, hidden defects, or repeated “out of stock after order” behaviour may lead to penalties, delisting, or termination.

6. Pricing, deposits & stock truthfulness

• Rental prices, monthly rent, tenure options, refundable deposits, delivery charges, installation fees, relocation fees, and add-ons must match what is displayed on the Platform at checkout unless a permitted post-booking change is agreed with the customer through Platform channels.
• You must maintain truthful stock availability. Accepting orders you cannot fulfil, or systematically cancelling after acceptance, is a material breach.
• Security deposits collected from customers through the Platform are held by the Platform / admin and are not part of your rental settlement. You receive only the eligible rental amount after Platform fees (and not the deposit or customer GST), as shown in your settlement statement. You must cooperate with return inspection, damage assessment, and deposit adjustment / refund processes under the Refund Policy.
• You must not manipulate pricing to circumvent Platform fees, create fake discounts off-platform, or charge customers undisclosed mandatory fees at delivery/installation that were not disclosed on the listing or checkout.
• Where dynamic pricing or promotions are enabled, you are responsible for configuring rules accurately and honouring confirmed order prices.

7. Order fulfilment SLAs (accept, pack, handoff for delivery/install)

For each assigned order, you must meet Platform SLAs and reasonable customer expectations, including:

• Accept / reject: promptly accept or reject new orders within the time window shown in your vendor dashboard or app notifications. Unexplained rejections or timeout rejections may affect your ranking and eligibility.
• Prepare & pack: pick the correct SKU, verify working condition, include agreed accessories (remote, pipes, stand, power cord, manuals where applicable), and pack safely for transport.
• Handoff: hand over to Platform-assigned delivery personnel or your authorised delivery team in a trackable manner as per workflow (pickup scan, OTP, photo proof, or equivalent).
• Delivery & installation: deliver and install within the committed slot where you perform last-mile services; follow safe installation practices (especially for AC mounting, electrical load, water connections for RO, and levelling for washing machines).
• Documentation: provide tax invoice / delivery challan where required, warranty cards or service booklets if applicable, and capture installation completion proof when requested.
• Service requests: respond to swap, repair, pickup, relocation, or return requests routed through the Platform within applicable SLA windows.
• Cancellations: partner-initiated cancellations after acceptance require valid reasons and Platform approval; repeated cancellations may trigger penalties.

Failure to meet SLAs may result in customer compensation, fee debits, ranking downgrade, temporary suspension, or termination.

8. Product quality, hygiene, accessories & warranties disclosure

• Every rented unit must be safe, hygienic, and fit for domestic use. AC filters, fridge interiors, RO tanks/lines, washing machine drums, and microwave cavities must be cleaned and sanitised before dispatch where applicable.
• Functional testing (cooling, drainage, heating, spin, purification flow, leaks, noise within acceptable limits) must be performed before delivery where reasonably practicable.
• All accessories promised on the listing must be supplied. Missing remotes, pipes, stands, or stabilisers constitute service failure.
• Warranty terms — manufacturer warranty, partner service warranty, or “as-is” rental condition — must be disclosed accurately on the listing and at handover. Do not promise warranty coverage you cannot honour.
• Refurbished or pre-used inventory must be clearly labelled and must meet Platform minimum quality standards.
• Recalls, known safety defects, or model-specific hazards must be disclosed and addressed before dispatch.
• You are responsible for periodic maintenance, filter changes, gas refills (where included in plan), and swap-outs during active rental tenure as per plan terms shown to the customer.

9. Customer data — purpose limitation, no spam/resale, confidentiality

When we share Customer PII with you for order fulfilment, you agree to the following strict rules:

• Purpose limitation: use Customer PII only to fulfil the specific order, delivery, installation, service visit, return, billing support, or dispute handling related to that Platform transaction.
• No marketing spam: do not send unsolicited SMS, WhatsApp, email, or calls for your independent promotions unless the customer has given separate lawful consent outside our Platform data share.
• No resale / misuse: do not sell, rent, publish, or disclose Customer PII to third parties except sub-processors strictly needed for delivery/install (e.g. your delivery staff) under equivalent confidentiality obligations.
• Confidentiality: protect Customer PII with reasonable security measures; restrict access to need-to-know personnel; do not store data longer than necessary for fulfilment, accounting, or legal requirements.
• Data breach: notify us without undue delay if you suspect unauthorised access, loss, or leakage of Customer PII obtained through the Platform.
• DPDP alignment: where applicable under India’s Digital Personal Data Protection Act, 2023 and rules, you act as a data processor / entrusted party for Customer PII we provide, and you will follow our documented instructions and the Vendor Privacy Policy.

Violations may result in immediate suspension, financial penalties, and legal action.

10. Platform fees, commissions, settlements & chargebacks

• You agree to Platform fees, commissions, subscription charges, listing fees, payment gateway charges, delivery subsidies, penalties, or other commercial terms as displayed in your partner dashboard, fee schedule, or written addendum (“Fee Schedule”). We may update the Fee Schedule with notice as permitted by law and these Vendor Terms.
• Default rental settlement: the Platform retains a platform fee on the rental amount (default 10% unless your Fee Schedule states otherwise). You are remitted the remaining rental share. Customer GST and security deposits are retained / held by the Platform and are not remitted to you as earnings.
• Customer payments collected through the Platform (rent, deposits, delivery/install charges, penalties where applicable) are processed via approved payment partners (e.g. Razorpay) and settled to you after deductions, subject to reconciliation and hold periods for disputes, returns, or fraud review.
• Settlements may be batched (daily / weekly / monthly) as configured. You are responsible for providing and maintaining valid bank details; failed payouts due to incorrect bank data are your responsibility.
• We may offset amounts you owe (refunds, chargebacks, customer compensation, penalties, GST adjustments, duplicate payouts) against current or future settlements.
• Chargebacks & disputes: if a customer payment is reversed, refunded, or disputed, you must cooperate with evidence (delivery proof, installation photos, serial numbers, communication logs). Unless the dispute is caused solely by Platform error, associated costs may be debited from your account or settlements.
• Statements and invoices for Platform fees are available through the dashboard or on request. You must review them promptly and raise disputes within the stated reconciliation window.
• Taxes on Platform fees, if applicable, will be handled as per law and shown on fee invoices.

11. GST, tax invoices & compliance

• If you are GST-registered, you must provide a valid GSTIN and issue GST-compliant tax invoices / credit notes to customers for taxable supplies as required by the CGST / IGST Acts and applicable rules.
• Invoice details must match the order (HSN/SAC where applicable, place of supply, customer name/address, rental period, deposit treatment as per law and Platform policy, taxes shown correctly).
• If you are below threshold or exempt, you must still provide lawful invoices/bills supported by your registration status and cooperate with customer and Platform accounting needs.
• TDS / TCS obligations, if any, must be handled as per Income Tax Act provisions and notified requirements on e-commerce operators where applicable.
• You are solely responsible for filing GST returns, paying tax liabilities, and maintaining records. We may share transaction reports to assist reconciliation but do not file returns on your behalf unless explicitly agreed.
• False invoicing, fake ITC claims, or suppressed turnover may lead to termination and reporting to authorities.

12. Damage, insurance & loss during rental

Rental products remain your inventory unless otherwise agreed in writing. Responsibilities are typically allocated as follows:

• Normal wear & tear: expected during lawful domestic use within plan terms is borne by the partner as part of rental economics unless a damage waiver or protection plan is sold and documented.
• Customer-caused damage / misuse / loss / theft: assessed at return or incident reporting; refundable deposit and/or additional charges may be applied as per Platform workflows, listing terms, and Refund Policy. You must provide evidence (photos, serial numbers, repair estimates) for damage claims.
• In-transit damage: attributable to packing, loading, or partner-arranged transport may be your responsibility; attributable to third-party carriers may follow carrier claims processes. Cooperate with insurance documentation where available.
• Platform role: we may facilitate communication, hold deposits, mediate disputes, and apply policy outcomes but we are not automatically liable for product loss unless caused solely by our direct negligence.
• Insurance: you are encouraged to maintain appropriate transit and asset insurance. Unless explicitly included in a plan sold to the customer, we do not provide insurance on your inventory.
• Serial tracking: maintain serial / asset tags and service records to support swap, theft, and warranty claims.

13. Prohibited items & illegal listings

You must not list, store, deliver, or rent:

• stolen, counterfeit, or infringing goods;
• products prohibited by law or court order;
• unsafe or uncertified electrical appliances lacking mandatory BIS / compliance markings where required;
• items you do not have lawful title or right to rent;
• products misrepresented as new when materially used, or with concealed defects;
• any item that violates public policy, sanctions, or local municipal rules; or
• categories outside your approved scope without written Platform approval.

We may remove listings, freeze settlements, and report unlawful conduct to authorities.

14. Non-circumvention

For customers who first discover you, enquire, book, or transact through Maurya Service, you agree not to solicit or complete substantially similar rental transactions off-platform primarily to avoid Platform fees, for a period of twelve (12) months from the last Platform-originated order with that customer, unless we provide written consent.

• This restriction applies to direct WhatsApp / phone / offline deals that replicate the same product category and service area offered on the Platform.
• General brand advertising not targeted using Customer PII obtained from us is permitted.
• Breach may result in fee recovery, account termination, and injunctive relief.

15. Reviews & ratings

• Customers may rate delivery timeliness, product condition, installation quality, and support responsiveness.
• You must not offer bribes, incentives, or threats to manipulate reviews, nor post fake reviews or retaliate against customers for honest feedback.
• We may display, summarise, or moderate reviews per Platform policies. Low ratings, repeated complaints, or fraud patterns may affect listing visibility and continued partnership.
• You may respond professionally to reviews through Platform tools where enabled.

16. Audit rights

To protect customers and Platform integrity, we may (directly or through appointed representatives):

• request proof of inventory, serial numbers, purchase invoices, GST filings, or service records;
• conduct mystery orders, call audits, or on-site quality checks with reasonable notice where practicable;
• review delivery/installation proof, cancellation reasons, and customer complaint logs; and
• suspend listings pending audit outcomes where risk is identified.

You agree to cooperate in good faith. Refusal to cooperate may be treated as a material breach.

17. Suspension, delisting & termination

We may suspend, delist, or terminate your partner account immediately or with notice if:

• KYC fails, expires, or material misrepresentation is discovered;
• you breach these Vendor Terms, SLA, Fee Schedule, or data protection rules;
• fraud, counterfeit goods, or unsafe practices are suspected;
• chargebacks, cancellations, or complaints exceed thresholds;
• you become insolvent or cease business operations; or
• required by law, payment partners, or risk policies.

Upon termination:

• active orders must be fulfilled or transitioned per our instructions;
• Customer PII must be deleted or returned and not retained for marketing;
• outstanding settlements may be held until returns, disputes, and chargebacks are resolved; and
• sections that by nature survive (confidentiality, indemnity, liability limits, dispute resolution) remain in effect.

You may request voluntary exit subject to completing pending orders and settlement reconciliation.

18. Indemnity & limitation of liability

Indemnity: You will indemnify, defend, and hold harmless Maurya Service, its owners, officers, and affiliates from claims, losses, penalties, and expenses (including reasonable legal fees) arising from:

• your listings, products, deliveries, installations, or services;
• breach of these Vendor Terms or applicable law;
• misuse of Customer PII;
• tax / GST non-compliance; or
• IP infringement or defective / unsafe products supplied by you.

Limitation of liability: To the fullest extent permitted by law, our aggregate liability to you for claims arising out of or relating to the partnership shall not exceed the Platform fees actually retained by us from your orders in the three (3) months preceding the claim, except where liability cannot be limited under mandatory law. We are not liable for indirect, incidental, special, or consequential damages, lost profits, or inventory loss except where directly caused by our proven gross negligence or wilful misconduct.

19. Confidentiality & intellectual property

• Platform IP: trademarks, logos, software, dashboards, APIs, and content provided by us remain our property or our licensors’. You receive a limited, revocable licence to use Platform tools solely to operate as an approved partner.
• Partner IP: you retain ownership of your own branding and catalogue media you upload, but grant us a worldwide, royalty-free licence to display, promote, and transmit that content on the Platform.
• Confidential information: non-public Fee Schedules, fraud signals, analytics, and operational playbooks are confidential. You must not disclose or misuse them.
• You must not copy, scrape, reverse engineer, or build competing products using our systems except as allowed by law.

20. Dispute resolution & governing law

• Support first: commercial or operational disputes should first be raised through partner support / email with order IDs and evidence. We will attempt good-faith resolution within a reasonable time.
• Governing law: these Vendor Terms are governed by the laws of India.
• Jurisdiction: subject to mandatory statutes, courts at New Delhi, India shall have exclusive jurisdiction. For partners operating as consumers where applicable protections apply, nothing limits non-waivable rights under consumer protection law.
• Arbitration: if mutually agreed in writing for a specific high-value dispute, parties may opt for arbitration under the Arbitration and Conciliation Act, 1996, seated at New Delhi, in English.

21. Related policies & contact

These Vendor Terms work together with:

• Vendor Privacy Policy
• Platform Terms & Conditions
• Platform Privacy Policy
• Refund Policy
• Cancellation Policy
• Auto-pay / ECS Terms (where recurring rent applies)
• Legal & Policies hub

We may update these Vendor Terms by posting a revised version and updating the “Last updated” date. Material changes may be notified via dashboard, email, or SMS. Continued use after the effective date constitutes acceptance unless termination rights apply under law.

For partner legal / compliance queries, contact us using the details in the help section below or your vendor dashboard support channel.