Service Level Agreement (SLA)

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  • This Service Level Agreement (“SLA”) applies to all vendors selling products or services on the Marketplace platform operating in Bangladesh.

1. Objective

  • The objective of this SLA is to define minimum service standards, ensure customer satisfaction, maintain fair trade, and comply with the Consumer Rights Protection Act, 2009 (Bangladesh) and other applicable laws.

2. Order Acceptance & Processing

  • Vendors must accept or reject orders within 24 hours of order placement.
  • Orders must be packed and marked Ready to Ship within 24–48 hours.
  • Failure to process orders on time may result in:
  • Automatic order cancellation
  • Penalty or reduced vendor ranking

3. Shipping & Delivery Standards (Bangladesh)

  • Inside Dhaka:
  • Dispatch: Within 24–48 hours
  • Delivery: Within 1–3 working days
  • Outside Dhaka:
  • Dispatch: Within 24–48 hours
  • Delivery: Within 3–7 working days
  • Vendors must use reliable courier services (Pathao, RedX, Sundarban, SA Paribahan, Paperfly, etc.).
  • Delivery timelines shown on the product page must be honored.

4. Cash on Delivery (COD)

  • Vendors must accept Cash on Delivery (COD) where supported by the platform.
  • Fake orders or intentional COD rejection may result in penalties.
  • Vendors are responsible for shipment verification before dispatch.

5. Order Cancellation Policy

  • Vendor cancellation rate must remain below 5% per month.
  • Cancellations due to:
  • Stock unavailability
  • Wrong pricing
  • Delayed shipment will be counted as SLA violations.
  • High cancellation rates may lead to temporary suspension.

6. Return, Refund & Replacement

  • Vendors must comply with platform return policies in line with Bangladesh consumer law.
  • Valid reasons for return:
  • Damaged product
  • Wrong item
  • Missing items
  • Product not as described
  • Vendors must respond to return requests within 48 hours.
  • Refunds must be approved within 3 working days after product receipt.

7. Product Quality & Authenticity

  • Vendors must ensure products are:
  • Original
  • New (unless clearly marked otherwise)
  • Safe and lawful
  • Sale of counterfeit, expired, or illegal products is strictly prohibited.
  • Violations may lead to:
  • Immediate account termination
  • Legal action under Bangladeshi law

8. Customer Communication SLA

  • Vendors must respond to customer messages within:
  • 24 hours (working days)
  • 48 hours (weekends/holidays)
  • Communication must be:
  • Polite
  • Honest
  • Professional
  • Vendors must not request off-platform payments or personal contact.

9. Ratings, Reviews & Complaints

  • Vendors must maintain a minimum average rating (e.g., 3.5/5).
  • Repeated negative reviews related to:
  • Late delivery
  • Poor quality
  • Misleading listings will affect vendor visibility.
  • Complaints must be resolved within 3–5 working days.

10. Performance Metrics (KPIs)

  • Vendors will be evaluated based on:
  • Order acceptance rate (≥ 95%)
  • On-time dispatch rate (≥ 90%)
  • Cancellation rate (≤ 5%)
  • Return ratio
  • Customer ratings
  • Complaint resolution time

11. Penalties & Enforcement

  • In case of SLA violations, the platform may apply:
  • Warning notices
  • Temporary product delisting
  • Financial penalties
  • Payment withholding
  • Account suspension or termination
  • Penalty severity depends on frequency and impact.

12. Payments & Withholding

  • Vendor payments will be released after:
  • Order completion
  • Return window expiry
  • Payments may be held for:
  • Disputes
  • High return rates
  • Fraud suspicion
  • Penalties may be deducted from future payouts.

13. Legal & Tax Compliance (Bangladesh)

  • Vendors are responsible for:
  • VAT (if applicable)
  • Trade license
  • BIN/TIN (if required)
  • Vendors must comply with:
  • Consumer Rights Protection Act, 2009
  • Digital Commerce guidelines (Bangladesh)

14. Force Majeure

  • Vendors will not be penalized for delays caused by:
  • Natural disasters (floods, cyclones)
  • Political unrest or strikes
  • Government restrictions
  • Nationwide courier shutdowns
  • Such events must be reported immediately.

15. SLA Updates

  • The marketplace may update this SLA at any time.
  • Vendors will be notified via email or dashboard.
  • Continued platform usage indicates acceptance.

16. Acceptance

  • By registering as a vendor, you confirm that you:
  • Have read and understood this SLA
  • Agree to comply with all service standards
  • Accept penalties for violations