Last updated: 16 July 2026

This Seller Code of Conduct (“Code”) sets the behavioural standards every Singair Mart Seller must uphold toward customers, other Sellers, Riders and the marketplace itself. It supplements the Seller Terms & Conditions and the Prohibited & Restricted Products Policy. Breaches of this Code are enforced under section 6 below.

1. Honesty With Customers

• Describe products truthfully — real photos, accurate specifications, honest condition. Never present used or refurbished goods as new.
• Use genuine reference prices. Fake discounts (inflating a “regular price” to show a large saving) are deceptive practices under the Consumer Rights Protection Act 2009.
• State warranty terms clearly and honour them.
• Only list items you actually have in stock or can reliably supply within your handling time.
• Deliver exactly what was ordered — correct item, correct variant, correct quantity, safely packed.

2. Service Standards

• Confirm and hand over orders within your stated handling time; keep order statuses truthful and current so customer tracking is accurate.
• Respond to customer questions, review replies and dispute enquiries within 48 hours, politely and helpfully, in Bangla or English as the customer prefers.
• Accept legitimate returns and cooperate with refunds under the Return & Refund Policy without obstruction or delay.
• Use vacation mode when you cannot fulfil orders rather than letting orders fail.

3. Marketplace Integrity

• No review manipulation: do not buy reviews, review your own products, pressure customers for positive ratings, retaliate against honest reviews, or post negative reviews on competitors.
• No fake transactions: do not create orders on your own listings to inflate sales counts or rankings.
• No off-platform diversion: do not solicit Platform customers to transact directly, insert marketing that diverts customers off the Platform, or request payment to personal accounts.
• No coupon or campaign abuse, and no collusion with other Sellers on prices contrary to the Competition Act 2012.
• No misuse of customer data: customer details received through the Platform may be used only to fulfil the relevant order, must be kept confidential and secure, and must never be sold or used for unsolicited marketing.

4. Respectful Conduct

• Treat customers, Singair Mart staff, Riders and other Sellers with courtesy. Harassment, threats, abusive language and discrimination are not tolerated.
• Resolve disagreements through the Platform’s dispute process, not through public attacks or doorstep confrontation.

5. Legal Compliance

• Hold and maintain the licences your business requires (trade licence, VAT/BIN where applicable, category-specific approvals) and pay your own taxes.
• Comply with the Prohibited & Restricted Products Policy at all times.
• Comply with product-safety, labelling and standards law, including BSTI and Safe Food requirements for the categories you sell.
• Report to us promptly any product-safety issue or recall affecting items you have sold, and cooperate in customer notification.

6. Enforcement and Penalty Framework

6.1. We investigate suspected breaches using order data, customer complaints, test purchases and Seller responses. You will be given an opportunity to explain before penalties are applied, except where immediate action is needed to protect customers or comply with law.

6.2. Measures are proportionate to severity and history:

• Level 1 — Advisory: warning and corrective guidance (e.g., first accuracy complaint).
• Level 2 — Restriction: reduced search visibility, campaign exclusion, listing limits, or temporary suspension of new listings (e.g., repeated late handover, high cancellation rate).
• Level 3 — Suspension: temporary store suspension with wallet hold covering open orders and probable refunds (e.g., review manipulation, serious misdescription).
• Level 4 — Termination: permanent removal, forfeiture of proceeds attributable to fraud, and regulatory or police referral (e.g., counterfeit sales, fraud, prohibited products).

6.3. Wallet deductions related to enforcement are itemised in your dashboard. You may appeal any enforcement decision within 14 days via seller support; appeals are reviewed by a person not involved in the original decision.

7. Commitment

By selling on Singair Mart you commit to this Code. It exists to keep the marketplace trustworthy for the customers we all serve — Sellers who uphold it benefit from better visibility, campaign access and customer loyalty.