Seller Standards, IP, Acceptable Use, Dispute Resolution
Version: 1.0
|Effective Date: 17-06-2026
|Last Updated: 17-06-2026
The e-commerce showcase and Marketplace are open to verified business sellers (manufacturers, producers and authorised distributors) who have completed onboarding under the Supplier Agreement and Trade Compliance Policy. Sellers must hold all licences required to sell their products in the destination markets they enable.
Listings must be accurate, complete and not misleading, including: true product identity, origin, grade and specifications; genuine images of the actual products or accurate representative images clearly identified as such; correct units, quantities, lead times and prices inclusive of stated charges; country of origin of the goods, where required by applicable law (including the Consumer Protection (E-Commerce) Rules 2020 for goods offered to Indian consumers and any mandatory origin-labelling rules of the destination market); and all safety, regulatory and labelling information required by the destination market. Prohibited: counterfeit or infringing goods; stolen goods; goods banned in the destination market; misdeclared or misgraded materials; and listings designed to manipulate search, ratings or pricing displays.
Sellers must honour confirmed orders at the listed terms, ship within stated lead times with compliant documentation, and follow the inspection, delivery and settlement processes in the Supplier Agreement and Payment Terms. Repeated cancellations, late shipments or quality failures may result in ranking demotion, listing removal or account suspension.
Reviews must reflect genuine transactions. Incentivised, fabricated or coerced reviews, and retaliation against reviewers, are prohibited. HEFGRO may remove content that violates this Policy and may publish seller performance metrics derived from actual transaction data.
Where finished products are sold to consumers through the showcase, the seller is the seller of record and must publish a returns/refund policy compliant with the consumer law of the destination market (displayed at or before checkout), handle consumer complaints within statutory timelines, and honour mandatory consumer guarantees. HEFGRO operates the platform and the grievance mechanism required of marketplaces (including under India's Consumer Protection (E-Commerce) Rules 2020) but is not the seller of record unless expressly stated.
All software, source code, algorithms, AI models, procurement workflows, RFQ systems and structures, supplier scoring and intelligence systems, marketplace architecture, databases, designs, trade secrets, business methods, and the HEFGRO name, logos and branding belong exclusively to HEFGRO or its licensors. Use of the HEFGRO brand requires prior written permission, except accurate nominative references.
Users retain ownership of content they submit and grant HEFGRO the licence described in Section 13 of the Terms and Conditions to operate, display, promote and improve the Services.
No User may copy, scrape, crawl, mirror, frame, data-mine, reverse engineer, decompile, clone, republish, resell or sublicense any part of the Platform, the Business Suite or HEFGRO's databases (including supplier and pricing data), or use any HEFGRO data or output to train, build or improve a competing product, service, dataset or AI model, without HEFGRO's prior written permission. Automated access is permitted only through interfaces HEFGRO expressly provides and documents.
Rights holders may report infringing listings or content to hello@hefgro.com with: identification of the protected work/mark and proof of rights; the URL or listing reference; a statement of good-faith belief of infringement; and contact details. HEFGRO will act in accordance with applicable intermediary law (including the IT Act and Intermediary Guidelines in India), may remove or disable access to the material, notify the affected User, and accept counter-notices where the law provides. Repeat infringers will be terminated.
Users must not, in connection with the Platform:
HEFGRO may investigate suspected violations, preserve and disclose information as required by law, remove content, restrict features, freeze settlements connected to violations, and suspend or terminate accounts — immediately and without prior notice in cases of fraud, illegality, security risk or sanctions exposure.
Users may raise complaints through the in-Platform support centre or by email to hello@hefgro.com. Complaints are acknowledged within 48 hours and resolved within 30 days (or the shorter period required by applicable law).
Quality, quantity, delivery and payment claims follow the claims process in the Payment Terms & Refund Policy and the relevant Order: raise the claim within the acceptance window with evidence; HEFGRO facilitates structured resolution; disputed protected funds are held until resolution; undisputed amounts are released.
Unresolved disputes proceed under Section 21 of the Terms and Conditions: good-faith negotiation, then arbitration — India for domestic disputes. Indian Users may also approach the Data Protection Board of India for personal-data grievances after exhausting HEFGRO's grievance process, and consumers retain their statutory forums where mandatory law provides.
HEFGRO: hello@hefgro.com