1. Introduction

1.1
This Platform Code of Conduct (“Code”) governs all interactions, behaviors, responsibilities, and ethical obligations of buyers, vendors, delivery partners, and platform users engaging with Kashfresh.com and the Kashfresh mobile application, operated by Badana Communications and Business Pvt. Ltd., ( CIN: U47999JK2020PTC011443)

1.2
As a hybrid multi-vendor marketplace, Kashfresh connects:

  • Independent sellers, brands, farmers, artisans, and manufacturers
  • Buyers across India and around the world
  • Logistics partners, payment gateways, and support teams

1.3
To maintain safety, trust, transparency, and integrity across the ecosystem, all users must abide by this Code. Violations may result in:

  • Account restrictions
  • Order cancellations
  • Vendor penalties
  • Permanent bans
  • Legal action

1.4
This Code is binding on all parties using the platform, including:

  • Buyers
  • Vendors
  • Delivery personnel
  • Support agents
  • Affiliates
  • Marketing partners
  • Any external party interacting with the marketplace

2. Purpose of This Code

2.1
The purpose of this Code is to establish:

  • Ethical standards
  • Behavioral expectations
  • Safety protocols
  • Communication guidelines
  • Marketplace integrity safeguards
  • Compliance rules for product listings
  • Accountability structures for all users

2.2
This document ensures:

  • Fair treatment for buyers
  • Honest conduct by vendors
  • Respectful communication between parties
  • Safe handling of agricultural and edible goods
  • Fraud prevention
  • Platform-wide operational discipline

2.3
The Code complements and must be read along with:

  • Terms & Conditions
  • Privacy Policy
  • Refund & Return Policy
  • Cookie Policy
  • Disclaimer
  • Vendor Guidelines
  • Legal Compliance Requirements

Collectively, these documents form the complete regulatory framework of Kashfresh.

3. Core Principles of Platform Conduct

3.1
All users of Kashfresh must operate based on the following principles:

3.1.1 Integrity
Honesty and transparency in all transactions, communication, and representations.

3.1.2 Respect
Zero tolerance for harassment, abuse, threats, or unethical behavior.

3.1.3 Safety & Hygiene
Strict adherence to food safety norms, packaging standards, and sanitation guidelines.

3.1.4 Fairness
Accurate listings, truthful claims, and equal treatment for all users.

3.1.5 Compliance
Following all policies, legal requirements, and marketplace rules.

3.1.6 Accountability
Accepting responsibility for one’s actions, errors, and omissions.

3.1.7 Transparency
Clear disclosures, accurate product data, and open communication channels.

4. Responsibilities of Buyers

4.1
Buyers must use Kashfresh responsibly and ethically. Misuse of platform features may result in penalties or account restrictions.

4.1 Provide Accurate & Honest Information

4.1.1
Buyers must:

  • Provide a valid delivery address
  • Enter correct personal details
  • Submit functional contact numbers
  • Update profile information when needed

4.1.2
Incorrect information may cause:

  • Delivery failures
  • Refund rejections
  • Account restrictions

4.2 Respectful Communication

4.2.1
Buyers must communicate respectfully with:

  • Vendors
  • Support agents
  • Delivery partners
  • Other platform users

4.2.2
Prohibited buyer behavior includes:

  • Abusive language
  • Threats or intimidation
  • Harassment
  • Demanding illegal actions
  • Forcing refunds without evidence

4.3 Ethical Use of Refund & Return Systems

4.3.1
Buyers must not misuse refund policies by:

  • Filing false claims
  • Requesting refunds after using products
  • Damaging items intentionally
  • Falsifying images or videos
  • Repeatedly refusing COD orders

4.3.2
Fraudulent behavior may result in:

  • Account suspension
  • Blocking of COD payments
  • Platform legal action

4.4 Accepting Deliveries Responsibly

4.4.1
Buyers must:

  • Ensure someone is present during delivery
  • Inspect packages promptly
  • Report issues within allowed timeframes

4.4.2
Repeated failures to receive deliveries may lead to COD restrictions or cancellation penalties.

4.5 Proper Handling of Perishables

4.5.1
Buyers must store perishable goods immediately after delivery.

4.5.2
Spoilage caused by negligent storage is not eligible for refunds.

5. Responsibilities of Vendors

5.1
Vendors are the backbone of the marketplace, and they must adhere to strict quality, honesty, and regulatory standards.

5.1 Provide Accurate Product Listings

5.1.1
Vendors must ensure:

  • Correct product names
  • Accurate weight/quantity
  • Clear images
  • Updated descriptions
  • Correct ingredient lists
  • Allergen disclosures
  • Accurate certifications (e.g., organic, GI tag)

5.1.2
Misrepresentation may lead to:

  • Listing removal
  • Refund liabilities
  • Vendor penalties

5.2 Compliance With Food Safety & Legal Requirements

5.2.1
Vendors selling consumables must follow:

  • FSSAI regulations
  • Proper packaging standards
  • Accurate labeling
  • Hygiene norms
  • Expiry and batch documentation

5.2.2
Non-compliance may result in:

  • Account suspension
  • Legal reporting
  • Mandatory refund obligations

5.3 Timely Order Processing

5.3.1
Vendors must:

  • Accept or reject orders promptly
  • Dispatch items within stated timelines
  • Maintain accurate stock availability
  • Communicate delays immediately

5.3.2
Frequent delays may result in seller ranking penalties.

5.4 Product Quality & Authenticity

5.4.1
Vendors guarantee that:

  • Products are genuine
  • Quality matches description
  • Items are safe and uncontaminated
  • No counterfeit goods are listed

5.4.2
Selling fake or dangerous products leads to immediate removal and legal consequences.

5.5 Respectful Interaction With Buyers & Support Staff

Vendors must not:

  • Speak rudely
  • Pressure buyers
  • Request off-platform payments
  • Intimidate or harass customers
  • Conceal information

5.6 Cooperation During Disputes

5.6.1
Vendors must:

  • Respond to refund claims within 48 hours
  • Provide truthful evidence
  • Replace or refund when valid claims arise

Failure to cooperate may lead to automatic refund approval in favor of the buyer.

6. Listing Standards

6.1
All vendors must follow strict listing standards to ensure accurate representation of products, prevent misleading information, and maintain marketplace quality.

6.1 Accuracy of Product Information

6.1.1
Vendors must provide:

  • Exact product titles
  • Clear and high-resolution images
  • Accurate weights, quantities, and sizes
  • Ingredient lists for consumables
  • Origin information (e.g., “Kashmiri Saffron”)
  • Allergen disclosures
  • Certification details (organic, GI tag, authenticity badge)

6.1.2
Failure to meet accuracy requirements may lead to:

  • Listing removal
  • Refund liabilities
  • Seller penalties
  • Platform audits

6.2 Prohibited Listing Practices

Vendors may not:

6.2.1
Upload false, exaggerated, or deceptive claims.

6.2.2
Use copyrighted images without proper rights.

6.2.3
Mislabel non-organic products as organic.

6.2.4
Use stock images for handmade or natural products unless approved.

6.2.5
List products without required legal disclosures.

6.2.6
Use competitor trademarks or references to mislead buyers.

6.3 Product Availability

6.3.1
Vendors must ensure:

  • Stock levels are updated
  • Out-of-stock items are removed promptly
  • Seasonal items reflect accurate availability
  • Pre-orders are clearly labeled

6.3.2
Repeated cancellation due to stock issues may lead to vendor ranking reduction.

6.4 Pricing Standards

6.4.1
Vendors must:

  • Set fair pricing
  • Avoid price manipulation
  • Comply with MRP rules where applicable
  • Display accurate discounts
  • Avoid hidden charges

6.4.2
Kashfresh may intervene in cases of:

  • Price gouging
  • Unfair inflation
  • Suspicious pricing activity

6.5 Category and Tagging Requirements

6.5.1
Vendors must ensure correct categorization for:

  • Fruits & vegetables
  • Spices
  • Dry fruits
  • Packaged foods
  • Herbal products
  • Household items
  • Artisanal goods

6.5.2
Incorrect tagging leads to poor user experience and may result in listing correction warnings.

7. Product Safety & Packaging Requirements

7.1
To protect consumers, all products must meet stringent safety, hygiene, and packaging standards.

7.1 Packaging Requirements for Consumables

7.1.1
Vendors must use:

  • Food-safe, tamper-evident packaging
  • Moisture-resistant materials
  • Leak-proof seals
  • Sterile packaging for sensitive items

7.1.2
Improper packaging may result in:

  • Refund liability
  • Listing suspension
  • Penalty charges

7.2 Packaging Requirements for Fragile Items

7.2.1
Glass jars, bottles, ceramics, and other fragile goods must be:

  • Bubble-wrapped
  • Protected with cushioning
  • Packed in stiff boxes

7.2.2
Breakage due to vendor’s packing negligence is the vendor’s responsibility.

7.3 Temperature-Controlled Items

7.3.1
Products requiring cooling must include:

  • Insulated packaging
  • Gel packs (if necessary)
  • Clear labeling (“Keep Refrigerated”)

7.3.2
Vendors remain responsible for spoilage caused by inadequate temperature control during dispatch.

7.4 Expiry, Batch & Labeling Requirements

7.4.1
Vendors must display:

  • Manufacturing date
  • Expiry or best-before date
  • Batch number
  • Ingredients
  • FSSAI license number (if required)

7.4.2
Missing or misleading labels may result in:

  • Immediate removal
  • Refund liabilities
  • Regulatory penalties

7.5 Prohibited Products

The following are strictly prohibited:

7.5.1
Expired items.

7.5.2
Contaminated or adulterated goods.

7.5.3
Counterfeit or fake branded products.

7.5.4
Illicit or banned substances.

7.5.5
Items violating food safety laws or export restrictions.

8. Delivery Partner Conduct

8.1
Delivery personnel form an essential link between vendors and buyers. Their behavior directly affects user experience and trust.

8.1 Professionalism Requirements

8.1.1
Delivery partners must:

  • Behave politely
  • Handle packages carefully
  • Follow hygiene standards
  • Maintain a clean appearance
  • Communicate professionally

8.2 Accuracy & Responsibility

8.2.1
They must:

  • Deliver to the correct address
  • Verify buyer identity when needed
  • Not tamper with packages
  • Mark delivery statuses accurately

8.2.2
Misdelivery or mishandling may lead to courier accountability.

8.3 Prohibited Delivery Conduct

Delivery personnel must not:

8.3.1
Demand extra charges.

8.3.2
Use abusive language.

8.3.3
Open or inspect packages.

8.3.4
Misrepresent delivery attempts.

8.3.5
Delay deliveries intentionally.

8.4 Temperature & Safety Compliance

8.4.1
For perishables, delivery staff must:

  • Avoid exposing items to heat
  • Follow handling instructions on packaging
  • Deliver within optimal time windows

8.4.2
Failure to follow guidelines may make the courier responsible for damages.

9. Prohibited Activities on the Platform

9.1
To maintain marketplace integrity, Kashfresh enforces strict prohibitions on certain behaviors by all users.

9.1 Buyer Prohibited Activities

Buyers must not:

9.1.1
Use false identity or stolen payment methods.

9.1.2
Abuse refund systems.

9.1.3
Harass vendors or delivery personnel.

9.1.4
Order items with no intent to receive them (COD misuse).

9.1.5
Create multiple accounts to exploit offers.

9.2 Vendor Prohibited Activities

Vendors must not:

9.2.1
List fake, expired, or unsafe products.

9.2.2
Manipulate reviews.

9.2.3
Engage in price gouging.

9.2.4
Perform off-platform sales to avoid commissions.

9.2.5
Use copyrighted content without permission.

9.2.6
Sell products requiring licenses without holding them.

9.3 Prohibited Platform-Wide Conduct

All users must not:

9.3.1
Violate privacy laws.

9.3.2
Attempt hacking, scraping, or unauthorized access.

9.3.3
Spread misinformation or harmful content.

9.3.4
Engage in discriminatory or illegal conduct.

9.3.5
Disrupt platform operations.

10. Intellectual Property Rights

10.1
All intellectual property on Kashfresh—including content, logos, UI, product data, graphics, and platform technology—belongs to Badana Communications and Business Pvt. Ltd. unless otherwise stated.

10.1 Restrictions for Buyers & Vendors

Users may not:

10.1.1
Copy product listings without permission.

10.1.2
Use Kashfresh content for commercial purposes.

10.1.3
Reverse engineer or replicate the platform.

10.1.4
Misuse trademarks or service marks.

10.2 Vendor Intellectual Property Responsibilities

10.2.1
Vendors must ensure:

  • They own the rights to their listing images
  • Descriptions do not violate copyright
  • Branding is original or used with permission

10.2.2
Violation may result in:

  • Listing removal
  • Legal consequences
  • Suspension from the platform

11. Buyer Behavior Standards

11.1
All buyers using Kashfresh must adhere to ethical, respectful, and responsible behavior when interacting with the platform, vendors, couriers, and support teams.

11.1 Honesty in Orders & Claims

11.1.1
Buyers may not:

  • Place orders with fraudulent intent
  • Provide false information during checkout
  • Raise fake or exaggerated refund claims
  • Submit altered or misleading evidence
  • Claim non-receipt of items delivered correctly

11.1.2
Honesty in claims enables a healthy and fair marketplace experience for all parties.

11.2 Responsible Use of COD (Cash on Delivery)

11.2.1
Buyers must only select COD if they genuinely intend to receive and pay for the order.

11.2.2
COD misuse includes:

  • Repeatedly refusing deliveries
  • Providing wrong addresses
  • Ignoring delivery attempts
  • Abuse for free viewing of products

11.2.3
Consequences of COD misuse:

  • Permanent removal of COD access
  • Account-level restrictions
  • Refusal of future refund requests for COD orders

11.3 Respect Toward Vendors & Delivery Partners

11.3.1
Buyers must treat all parties with courtesy and respect.

11.3.2
Strictly prohibited behavior includes:

  • Use of foul or abusive language
  • Threats or intimidation
  • Harassment or bullying
  • Unreasonable demands
  • Racial, regional, or religious insults

11.3.3
Violations may result in:

  • Account warnings
  • Suspension
  • Permanent ban from the platform

11.4 Cooperation During Issue Resolution

11.4.1
Buyers must respond promptly to:

  • Requests for evidence
  • Support messages
  • Vendor clarifications
  • Courier investigations

11.4.2
Failure to cooperate may result in:

  • Delays in refunds
  • Claim rejection
  • Escalation to dispute officers

11.5 Ethical Use of Reviews

11.5.1
Buyers must leave fair, honest, and unbiased reviews based on genuine product experience.

11.5.2
Prohibited review practices:

  • Revenge reviews
  • Inaccurate or false statements
  • Paid or incentivized reviews
  • Extorting vendors by threatening negative feedback

12. Vendor Behavior Standards

12.1
Vendors are obligated to uphold professional standards that ensure trust, safety, and quality within the marketplace.

12.1 Fair Treatment of Buyers

12.1.1
Vendors must:

  • Respond promptly
  • Communicate respectfully
  • Address concerns honestly
  • Avoid blame-shifting

12.1.2
Vendors may not:

  • Harass or threaten buyers
  • Reject valid claims dishonestly
  • Delay refunds without cause
  • Ask buyers to withdraw complaints

12.2 Zero Tolerance for Misrepresentation

12.2.1
Vendors must not misrepresent:

  • Product quality
  • Origin (e.g., fake “Kashmiri Saffron”)
  • Certifications
  • Ingredients
  • Weight or quantity
  • Health claims

12.2.2
Detected misrepresentation leads to:

  • Listing removal
  • Penalties
  • Account suspension
  • Permanent vendor ban

12.3 Maintaining Product Quality

12.3.1
Vendors must ensure:

  • Freshness of perishables
  • Proper storage before dispatch
  • Clean and hygienic handling
  • Strict adherence to expiry dates

12.3.2
Substandard quality resulting in complaints may impact seller ratings or eligibility.

12.4 Compliance With Regulations

12.4.1
Vendors must comply with:

  • FSSAI rules
  • Packaging laws
  • Labeling requirements
  • Export regulations (for international orders)
  • Applicable local and national laws

12.4.2
Kashfresh may audit vendor listings for compliance at any time.

12.5 Transparency in Stock & Availability

12.5.1
Vendors must:

  • Update stock levels regularly
  • Not list unavailable products
  • Immediately inform the platform of stock-outs

12.5.2
Repeated cancellation due to stock shortages affects seller ranking.

13. Communication & Messaging Policies

13.1
Communication on the platform must be respectful, relevant, and strictly professional. This applies to interactions between:

  • Buyers and vendors
  • Vendors and support teams
  • Buyers and support teams

13.1 Prohibited Communication Practices

13.1.1
The following are strictly prohibited:

  • Sharing personal phone numbers
  • Sharing private addresses beyond delivery needs
  • Discussing matters outside the order
  • Using abusive language
  • Attempting off-platform payments
  • Soliciting personal information

13.1.2
Violation may result in:

  • Message restrictions
  • Account penalties
  • Reporting to authorities

13.2 Response Time Expectations

13.2.1
Vendors must respond within 48 hours to:

  • Buyer messages
  • Dispute requests
  • Order clarifications

13.2.2
Buyers must reply within reasonable timelines to avoid claim delays.

13.3 Platform Monitoring

13.3.1
Kashfresh reserves the right to:

  • Monitor communications for safety
  • Remove inappropriate content
  • Intervene in disputes
  • Restrict messaging for misuse

13.3.2
All communication must remain on-platform for transparency and auditability.

14. Review & Rating Integrity Rules

14.1
Reviews are critical to maintaining marketplace quality. They must reflect genuine buyer experience without manipulation.

14.1 Buyer Review Responsibilities

14.1.1
Buyers must:

  • Leave truthful reviews
  • Base feedback on actual product usage
  • Avoid emotional, revenge-driven, or malicious comments

14.1.2
Prohibited review behavior:

  • Demanding refunds in exchange for positive reviews
  • Threatening vendors with negative reviews
  • Posting fake or manipulated experiences

14.2 Vendor Review Responsibilities

14.2.1
Vendors must not:

  • Offer incentives for positive reviews
  • Post fake reviews for their own listings
  • Ask friends or family to manipulate ratings
  • Threaten buyers over negative reviews

14.3 Review Moderation

14.3.1
Kashfresh may remove reviews that:

  • Violate policies
  • Contain abusive language
  • Spread misinformation
  • Are proven fraudulent

14.3.2
Moderation protects marketplace integrity and fairness.

15. Data Protection & Confidentiality

15.1
Kashfresh is committed to protecting the privacy and personal data of all users. All parties must adhere to strict confidentiality rules.

15.1 Buyer Data Protection

15.1.1
Vendors must not:

  • Save buyer information offline
  • Use buyer details for off-platform marketing
  • Share buyer data with third parties

15.1.2
Misuse of buyer data results in immediate suspension.

15.2 Confidentiality Agreements

15.2.1
All user interactions fall under:

  • Kashfresh Privacy Policy
  • Data protection guidelines
  • Confidentiality obligations

15.2.2
Vendors and buyers must keep communication logs private unless required for dispute evidence.

15.3 Platform Security Rules

15.3.1
Users may not:

  • Attempt unauthorized access
  • Use bots or automated scraping tools
  • Reverse engineer platform features
  • Tamper with code or inject malicious software

15.3.2
Violations may lead to permanent bans and legal action.

16. Ethical Standards for Market Participation

16.1
Kashfresh expects all marketplace participants—buyers, vendors, service providers, staff, and affiliates—to uphold the highest ethical standards in every interaction, transaction, and communication.

16.1 Fair Trade & Honesty

16.1.1
Users must engage in honest, transparent, and lawful practices. This includes:

  • Truthful representation of products
  • Transparent pricing
  • Ethical handling of disputes
  • Honest feedback and review behavior

16.1.2
Unfair or deceptive conduct undermines marketplace trust and is strictly prohibited.

16.2 Zero Tolerance for Discrimination

16.2.1
Users must not discriminate on the basis of:

  • Religion
  • Region
  • Caste
  • Gender
  • Ethnicity
  • Language
  • Occupation
  • Economic status

16.2.2
Discriminatory remarks or treatment may result in account suspension or removal.

16.3 Commitment to Consumer Safety

16.3.1
Vendors must ensure:

  • All consumables are safe, hygienic, and compliant
  • No expired or unsafe products are listed
  • Proper storage before dispatch
  • Honest representation of product origins

16.3.2
Selling harmful or contaminated products may lead to legal consequences.

16.4 Ethical Pricing Practices

16.4.1
Vendors may not:

  • Artificially inflate prices
  • Use deceptive discount strategies
  • Price-gouge during emergencies
  • Manipulate MRP-based products

16.4.2
Kashfresh may intervene if unethical pricing is detected.

16.5 Responsible Environmental Conduct

16.5.1
Vendors are encouraged to:

  • Use eco-friendly packaging
  • Avoid unnecessary plastic
  • Contribute to sustainable sourcing practices

16.5.2
Environmental misconduct (e.g., unsafe waste disposal) violates platform principles.

17. Fraud Detection & Prevention Protocols

17.1
Kashfresh implements extensive fraud detection tools and behavioral analysis systems to ensure transparency and integrity across the marketplace.

17.1 Buyer Fraud Prevention

17.1.1
Common forms of buyer fraud include:

  • Fake return claims
  • Tampering with packaging to create false evidence
  • Claiming non-delivery despite receipt
  • Misusing COD to avoid payments
  • Repeated refund exploitation

17.1.2
Consequences include:

  • Account suspension
  • COD restriction
  • Legal action
  • Permanent ban

17.2 Vendor Fraud Prevention

17.2.1
Vendor fraud includes:

  • Listing fake or counterfeit items
  • Misrepresenting weights or ingredients
  • Falsifying certifications
  • Creating fake reviews
  • Colluding to manipulate ratings
  • Selling non-compliant or illegal goods

17.2.2
Detected vendor fraud leads to:

  • Immediate removal from the platform
  • Inability to sell or withdraw funds
  • Legal reporting if required

17.3 Payment & Transaction Fraud Prevention

17.3.1
Kashfresh monitors:

  • Suspicious transaction patterns
  • High-value cancellations
  • Abnormal refund patterns
  • Geographic anomalies

17.3.2
Platform reserves the right to:

  • Hold refunds temporarily
  • Verify identity or payment sources
  • Cancel suspicious orders

17.4 Abuse of Platform Features

17.4.1
Users must not:

  • Exploit platform bugs
  • Use multiple accounts to stack discounts
  • Manipulate referral codes
  • Engage in coupon misuse

17.4.2
Such activities may lead to penalties or legal follow-up.

18. Sustainability & Environmental Conduct

18.1
Kashfresh promotes environmentally responsible behavior for all vendors and encourages sustainable practices across the marketplace.

18.1 Sustainable Packaging

18.1.1
Vendors are encouraged or required (where feasible) to use:

  • Recyclable materials
  • Biodegradable bags
  • Minimal packaging
  • Eco-friendly inks and labels

18.1.2
Excessive or harmful packaging may result in vendor warnings.

18.2 Responsible Sourcing

18.2.1
Vendors must ensure:

  • Ethical farming practices
  • No exploitation of labor
  • No sale of banned or endangered plant products
  • Transparency regarding origins

18.2.2
Sourcing misconduct may lead to permanent vendor removal.

18.3 Waste Reduction Obligations

18.3.1
Vendors must:

  • Minimize wastage
  • Avoid shipping spoiled or substandard goods
  • Follow sustainable harvesting practices (for agricultural sellers)

18.4 Carbon-Friendly Operations

18.4.1
Kashfresh may introduce initiatives to reduce carbon footprint, such as:

  • Smart routing for deliveries
  • Vendor incentives for sustainable operations
  • Recommendations for eco-friendly packaging

18.4.2
Users are encouraged to choose eco-conscious options where possible.

19. Prohibited Products & Restricted Listings

19.1
To maintain safety and legal compliance, Kashfresh prohibits or restricts the sale of certain products.

19.1 Strictly Prohibited Items

These items may never be listed:

19.1.1
Expired food items.

19.1.2
Contaminated or adulterated consumables.

19.1.3
Illicit items banned under Indian law.

19.1.4
Animal-based products requiring licenses without proper documentation.

19.1.5
Items containing harmful chemicals.

19.1.6
Counterfeit branded goods.

19.1.7
Fake herbal or medicinal items with unsubstantiated claims.

19.1.8
Material violating wildlife protection laws.

19.2 Restricted Products Requiring Permission

19.2.1
Certain products may be allowed only after platform review or certification, such as:

  • Ayurvedic wellness items
  • Organic certified goods
  • High-value spices like saffron
  • GI-tagged produce
  • Food supplements
  • Products intended for international sale

19.2.2
Failure to obtain approval before listing may lead to removal.

19.3 Items Not Suitable for International Shipping

Some products cannot be exported due to customs restrictions:

19.3.1
Fresh fruits and vegetables.

19.3.2
Temperature-sensitive items.

19.3.3
Liquid products beyond restricted volumes.

19.3.4
Certain seeds, plants, and herbal specimens.

19.4 Misleading or Duplicate Listings

19.4.1
Vendors may not create:

  • Duplicate listings to manipulate search
  • Listings with minor edits to appear as different products
  • Misleading variations

19.4.2
The platform may merge or remove such listings.

20. Vendor Packaging, Storage & Handling Guidelines

20.1
Proper packaging and storage are mandatory for ensuring product quality and buyer safety.

20.1 Storage Requirements Before Dispatch

20.1.1
Vendors must store:

  • Perishables in proper temperature-controlled environments
  • Dry goods in moisture-free zones
  • Herbal products away from contaminants
  • Packaged goods safely

20.1.2
Failure to store items correctly may result in refund liability.

20.2 Packaging for Fresh Produce

20.2.1
Fresh produce must be:

  • Clean
  • Free from excessive soil
  • Packed in breathable materials
  • Shielded from crushing

20.2.2
Rotten or spoiled produce must never be shipped.

20.3 Packaging for Spices & Dry Goods

20.3.1
Packaging must:

  • Be sealed
  • Prevent moisture entry
  • Display weight clearly
  • Include proper labeling

20.3.2
Unlabeled or poorly sealed items may be rejected during quality checks.

20.4 Packaging for International Shipments

20.4.1
International orders require:

  • Extra cushioning
  • Strong outer boxes
  • Customs-compliant labels
  • Accurate declarations

20.4.2
Incorrect packaging may result in customs rejection, for which the vendor is responsible.

21. Marketplace Integrity & Transparency Rules

21.1
Kashfresh maintains a transparent, trustworthy, and fair environment for all marketplace participants. The following rules ensure operational integrity across the ecosystem.

21.1 Transparency in Product Representations

21.1.1
All sellers must ensure that product:

  • Images
  • Descriptions
  • Claims
  • Specifications
  • Weights
  • Certifications

are truthful and verifiable.

21.1.2
Any form of misleading representation is treated as a breach of marketplace integrity.

21.2 Transparent Pricing Practices

21.2.1
Pricing must reflect:

  • Genuine MRP (where applicable)
  • Real discounts
  • No hidden charges
  • Transparent shipping fees

21.2.2
Inflated “fake discounts” or artificially raised prices before “sale periods” are strictly prohibited.

21.3 Genuine Interactions & Honest Communication

21.3.1
Buyers, vendors, and platform staff must engage in honest communication and provide accurate information.

21.3.2
Concealing important order details or providing misleading responses may result in penalties.

21.4 No Manipulation of Marketplace Algorithms

21.4.1
Users may not attempt to manipulate:

  • Search placements
  • Visibility rankings
  • Seller scores
  • Engagement metrics

21.4.2
Forbidden actions include:

  • Coordinated review manipulation
  • Fake traffic generation
  • Artificial boosting of listing visibility

21.5 Confidentiality of Internal Processes

21.5.1
Users may not attempt to extract or exploit:

  • Internal algorithms
  • Platform decision-making processes
  • Pricing mechanisms
  • Strategic operational data

21.5.2
Any attempt to reverse engineer platform logic is prohibited.

22. Support Team Conduct & Responsibilities

22.1
Kashfresh support staff plays a key role in maintaining user satisfaction and platform integrity. Their conduct must adhere to the highest standards of professionalism and fairness.

22.1 Support Team Ethics

22.1.1
Support representatives must:

  • Treat all users with respect
  • Respond without bias
  • Provide accurate information
  • Maintain transparency
  • Remain patient and professional

22.1.2
Support agents must not:

  • Favor vendors or buyers unfairly
  • Provide misleading explanations
  • Delay responses intentionally

22.2 Confidentiality Obligations of Support Agents

22.2.1
Support staff must:

  • Keep user information confidential
  • Access personal data only when required
  • Not share or misuse any internal information

22.2.2
Unauthorized disclosure leads to disciplinary and legal action.

22.3 Responsibilities During Dispute Handling

22.3.1
Support teams must:

  • Review evidence promptly
  • Escalate when needed
  • Maintain neutrality
  • Ensure fairness for both parties
  • Document conclusions carefully

22.3.2
Unresolved or complex cases must be forwarded to higher authorities within the platform.

22.4 Platform Training & Standards

22.4.1
Kashfresh ensures support staff:

  • Undergo regular training
  • Understand platform policies
  • Stay updated with legal requirements
  • Follow customer service best practices

22.4.2
Support performance is reviewed periodically to maintain quality.

23. Enforcement Mechanisms & Penalties

23.1
To ensure full compliance with this Code, Kashfresh enforces penalties based on the severity and frequency of violations.

23.1 Types of Enforcement Actions

Depending on the violation, actions may include:

23.1.1
Warning notifications.

23.1.2
Temporary account restrictions.

23.1.3
Suspension of listing privileges.

23.1.4
Permanent vendor or buyer ban.

23.1.5
Deduction of vendor payments.

23.1.6
Legal escalation for serious offenses.

23.1.7
Blocking of COD option.

23.1.8
Freezing of withdrawals (vendors).

23.2 Criteria for Enforcement Level

23.2.1
Penalties are based on:

  • Severity of violation
  • Frequency of misconduct
  • Impact on users or marketplace
  • Risk to consumer safety
  • Evidence presented

23.2.2
Repeat offenders receive progressively stricter penalties.

23.3 Fraudulent Activity Penalties

23.3.1
Any fraud attempt leads to:

  • Immediate account suspension
  • Forfeiture of payments (vendors)
  • Legal reporting if required
  • Permanent ban from Kashfresh

23.4 Vendor-Specific Penalties

Violations such as:

  • Selling counterfeit goods
  • Misrepresenting weights
  • Shipping expired foods
  • Failing to cooperate in disputes

may result in:

23.4.1
Refund liability.

23.4.2
Listing removal.

23.4.3
Seller score reduction.

23.4.4
Temporary suspension.

23.4.5
Permanent delisting.

23.5 Buyer-Specific Penalties

Violations such as:

  • COD refusal misuse
  • Fake return claims
  • Harassing vendors
  • Submitting fraudulent evidence

may result in:

23.5.1
Restriction of refund eligibility.

23.5.2
Blocking of COD option.

23.5.3
Temporary or permanent account suspension.

24. Escalation Structure

24.1
Kashfresh maintains a clear escalation framework to resolve disputes and ensure fairness for both buyers and vendors.

24.1 Level 1 – Standard Support Resolution

24.1.1
Users submit issues through:

24.1.2
Support attempts resolution using:

  • Available evidence
  • Vendor communication
  • Courier reports

24.2 Level 2 – Dispute Review Officer

24.2.1
If not satisfied, the case is escalated to an internal Dispute Review Officer.

24.2.2
This officer:

  • Re-examines evidence
  • Ensures fairness
  • Communicates with all parties
  • Makes an objective decision

24.3 Level 3 – Senior Grievance Officer

24.3.1
Final internal escalation is sent to:

Grievance Officer:
Akhtar Badana
complaints@kashfresh.com

24.3.2
The Grievance Officer reviews:

  • All case history
  • All submitted evidence
  • Vendor and buyer statements

24.3.3
The decision at this stage is final and binding, except where law dictates otherwise.

24.4 Legal Recourse

24.4.1
If a user still remains dissatisfied after internal escalations, they may proceed to legal resolution.

24.4.2
All legal matters fall exclusively under:

📍 Srinagar Courts, Jammu & Kashmir, India

25. Buyer–Vendor–Platform Relationship Principles

25.1
Kashfresh functions as a facilitator, connecting buyers and vendors while ensuring a controlled ecosystem of quality and safety.

25.1 Platform as a Neutral Marketplace

25.1.1
Kashfresh:

  • Does not manufacture products
  • Does not guarantee vendor claims beyond evidence
  • Facilitates payment and delivery
  • Ensures policy compliance
  • Mediates disputes when necessary

25.2 Buyer Responsibilities in the Ecosystem

25.2.1
Buyers must:

  • Verify order details
  • Provide correct delivery addresses
  • Maintain respectful communication
  • Use refund system only when justified
  • Handle delivered goods responsibly

25.3 Vendor Responsibilities in the Ecosystem

25.3.1
Vendors must:

  • Comply with safety laws
  • Provide truthful listings
  • Dispatch products on time
  • Honor valid refunds
  • Maintain high quality standards

25.4 Platform Responsibilities in the Ecosystem

25.4.1
Kashfresh is responsible for:

  • Maintaining safe marketplace operations
  • Enforcing policies without bias
  • Protecting buyer and vendor data
  • Ensuring transparent system design
  • Supporting all parties in dispute resolution

26. Community Standards & Respect Guidelines

26.1
Kashfresh is committed to fostering a positive, inclusive, and respectful marketplace community for buyers, vendors, couriers, and support teams.

26.1 Respectful Treatment of All Users

26.1.1
Every user must treat others with dignity and courtesy.

26.1.2
Strictly prohibited behaviors:

  • Abusive or vulgar language
  • Harassment or intimidation
  • Threatening messages
  • Hate speech or discriminatory remarks
  • Personal attacks

26.1.3
Users engaging in such conduct may face:

  • Warning notifications
  • Restrictions on communications
  • Account suspension
  • Permanent removal from the platform

26.2 Inclusive & Non-Discriminatory Behavior

26.2.1
Kashfresh protects users from discrimination based on:

  • Religion
  • Caste
  • Region
  • Gender
  • Disability
  • Language
  • Background
  • Economic status

26.2.2
Discriminatory content, reviews, remarks, or messages may result in immediate enforcement actions.

26.3 Responsible Participation in Community Features

26.3.1
Users participating in reviews, Q&A sections, or communications must ensure:

  • Accuracy
  • Honesty
  • Relevance
  • Respect

26.3.2
Community features may not be used for:

  • Promotions
  • External advertising
  • Personal agendas
  • Harassing vendors or buyers

26.4 Encouraging Constructive Feedback

26.4.1
Buyers should highlight genuine concerns respectfully and constructively.

26.4.2
Vendors should use customer feedback to improve service, not retaliate or argue.

27. Data Usage, Security & Privacy Conduct

27.1
All users must comply with strict data protection standards to maintain privacy and security across the Kashfresh ecosystem.

27.1 User Data Confidentiality

27.1.1
Users must not:

  • Share account details
  • Use third-party apps to scrape data
  • Reveal platform analytics or dashboard information
  • Access or attempt to access other users’ data

27.1.2
Violation may lead to immediate account termination.

27.2 Vendor Access to Buyer Information

27.2.1
Vendors may only access buyer details necessary for fulfilling orders:

  • Name
  • Phone number
  • Delivery address

27.2.2
Vendors may NOT:

  • Store buyer data offline
  • Use buyer data for marketing without consent
  • Share buyer information with third parties
  • Contact buyers outside the platform

27.2.3
Non-compliance results in immediate vendor suspension.

27.3 Buyer Privacy Expectations

27.3.1
Buyers can expect:

  • Secure transactions
  • Encrypted payment information
  • Protected personal data
  • Restricted vendor access

27.3.2
Buyers must also ensure:

  • Account security
  • Unique passwords
  • No sharing of login details

27.4 Platform Security Standards

27.4.1
Kashfresh implements:

  • Advanced encryption
  • Fraud detection tools
  • Secure payment gateways
  • System activity monitoring

27.4.2
Users must not:

  • Attempt platform hacking
  • Deploy bots or scrapers
  • Manipulate code or APIs

Such actions may result in legal prosecution.

27.5 Data Misuse Reporting

27.5.1
Users must report any suspected data misuse immediately to:

📧 complaints@kashfresh.com

27.5.2
Prompt reporting helps maintain platform integrity and user safety.

28. Termination Rules & Policy Amendments

28.1
Kashfresh maintains the authority to terminate user access or modify policies to enforce compliance and ensure safe marketplace operations.

28.1 Account Termination Rules

Accounts may be terminated for:

28.1.1
Repeated policy violations.

28.1.2
Fraudulent activity.

28.1.3
Harassment or abuse.

28.1.4
Selling illegal or harmful products.

28.1.5
Severe breach of confidentiality.

28.1.6
Non-compliance with food safety laws.

28.2 Immediate Termination Conditions

28.2.1
Immediate removal applies when:

  • A vendor sells counterfeit or contaminated goods
  • A buyer engages in financial fraud
  • Any user attempts hacking or data theft
  • Threats or extreme harassment occur

28.3 Right to Suspend Access

28.3.1
Kashfresh may temporarily suspend:

  • Buyer accounts
  • Seller accounts
  • Listing privileges
  • Payment withdrawals

Suspensions allow investigation of suspicious behavior.

28.4 Policy Amendment Rights

28.4.1
Kashfresh reserves the right to:

  • Update this Code
  • Add new sections
  • Modify or remove clauses
  • Adjust enforcement mechanisms

28.4.2
All amendments become effective upon publication on:

28.4.3
Continued use of the platform signifies acceptance of the updated Code.

29. Final Acceptance & Binding Clause

29.1
By using Kashfresh, all marketplace participants agree to follow this Platform Code of Conduct without exception.

29.1 Acceptance Through Use

29.1.1
The following actions signify acceptance:

  • Creating an account
  • Browsing listings
  • Placing an order
  • Listing products as a vendor
  • Using the app or website
  • Communicating with other users
  • Participating in refunds or disputes

29.1.2
If a user disagrees with any part of this Code, they must immediately discontinue using the platform.

29.2 Binding on All Parties

29.2.1
This Code binds:

  • Buyers
  • Vendors
  • Delivery partners
  • Affiliates
  • Platform support staff
  • Anyone interacting with Kashfresh operations

29.2.2
The Code ensures:

  • Fairness
  • Accountability
  • Professional behavior
  • Marketplace safety

29.3 Governing Law & Jurisdiction

29.3.1
All disputes related to conduct, compliance, or enforcement fall under:

📍 Srinagar Courts, Jammu & Kashmir, India

29.3.2
Users worldwide accept this jurisdiction when engaging with the platform.

29.4 Entire Agreement Clause

29.4.1
This Code, along with:

  • Terms & Conditions
  • Privacy Policy
  • Refund & Return Policy
  • Cookie Policy
  • Disclaimer

forms the complete agreement between Kashfresh and its users.

29.4.2
It supersedes all prior informal agreements or verbal commitments.

30. Platform Declaration & Accountability Statement

30.1
Kashfresh affirms its commitment to maintaining a transparent, safe, respectful, and ethically sound marketplace for all participants. The platform’s operations are guided by strict policies, legal compliance, and a dedication to customer satisfaction.

30.1 Platform’s Commitment to Integrity

30.1.1
Kashfresh promises to uphold:

  • Fair dispute resolution
  • Impartial enforcement of rules
  • Transparent communication
  • Honest marketplace practices
  • Safety standards for consumables
  • Ethical use of data and technology

30.1.2
These principles ensure that all users—vendors, buyers, and partners—can trust the marketplace.

30.2 Accountability for Platform Operations

30.2.1
Kashfresh accepts responsibility for:

  • Maintaining system security
  • Ensuring accessibility
  • Monitoring compliance
  • Protecting personal data
  • Providing neutral dispute mediation

30.2.2
However, Kashfresh does not accept liability for:

  • Vendor misconduct
  • Courier delays or damage
  • Buyer misuse of platform features
  • External factors beyond the platform’s control

30.2.3
The platform’s commitments remain limited to its role as a facilitator of transactions, as outlined across all legal policies.

30.3 Finality of Platform Decisions

30.3.1
Kashfresh reserves the right to make final decisions regarding:

  • Policy violations
  • User behavior
  • Vendor compliance
  • Fraud assessments
  • Listing removals
  • Account restrictions

30.3.2
Except where overridden by applicable laws, these decisions are binding on all parties.

31. Contact Details for Policy Compliance

31.1
Kashfresh provides multiple official channels for users seeking clarification, assistance, or reporting violations of the Platform Code of Conduct.

31.1 General Support Contacts

For general platform assistance:

📧 help@kashfresh.com
📧 info@kashfresh.com

Support teams respond to:

  • Account queries
  • Listing or order issues
  • Policy questions
  • Return/refund clarifications
  • Buyer-vendor communication concerns

31.2 Grievance Redressal Authority

In accordance with Indian e-commerce law, Kashfresh has appointed a Grievance Officer:

Name: Akhtar Badana
Email: complaints@kashfresh.com
Phone: +91-9419061646
Postal Address:
1st Floor, Bhat Complex, Near Astan, Airport Road,
Humhama, Srinagar, J&K, India – 190021

31.2.1
The Grievance Officer is responsible for:

  • Reviewing escalated complaints
  • Ensuring compliance with platform policies
  • Mediating complex disputes
  • Maintaining legal accountability

31.3 Reporting Violations of This Code

31.3.1
Users may report violations of the Platform Code of Conduct to:

📧 policy@kashfresh.com

31.3.2
Reports may include:

  • Misconduct by buyers
  • Misconduct by vendors
  • Data misuse
  • Fraud attempts
  • Policy abuse
  • Unsafe product listings

31.3.3
All reports are investigated confidentially and impartially.

31.4 International User Support

31.4.1
International customers may contact:

📧 international@kashfresh.com

for assistance regarding:

  • Cross-border compliance
  • Customs and logistics issues
  • Order complications
  • Refund delays due to currency processing

32. Closing Ethical Commitment

32.1
Kashfresh stands as a marketplace built on values of trust, integrity, respect, sustainability, and accountability. This Platform Code of Conduct embodies those principles and provides the structure required for a healthy digital commerce ecosystem.

32.1 Marketplace Harmony & Collective Responsibility

32.1.1
A safe and successful marketplace requires cooperation from:

  • Buyers
  • Vendors
  • Delivery partners
  • Support teams
  • Platform administrators
  • International logistics agents

32.1.2
Every participant’s adherence to this Code ensures:

  • Quality experiences
  • Fair interactions
  • Reduced disputes
  • Safer transactions
  • Ethical trade practices

32.2 Acknowledgment of Code by All Users

32.2.1
By using Kashfresh, users acknowledge:

  • They have read and understood this Code
  • They accept all responsibilities outlined herein
  • They agree to comply with all platform rules
  • They consent to the enforcement mechanisms described

32.2.2
If a user disagrees with any clause, they must discontinue platform usage immediately.

32.3 Continuous Improvement Commitment

32.3.1
Kashfresh commits to:

  • Regularly updating policies
  • Adapting to legal changes
  • Improving marketplace features
  • Enhancing user safety measures
  • Ensuring transparency in operations

32.3.2
Users are encouraged to stay informed by reviewing updated policies periodically.

32.4 Final Legal Binding Clause

32.4.1
This Platform Code of Conduct forms a legally binding agreement between:

  • Kashfresh (operated by Badana Communications and Business Pvt. Ltd.)
  • All buyers
  • All vendors
  • All service partners

32.4.2
It supersedes prior informal understandings or statements.

32.4.3
All disputes fall under the exclusive jurisdiction of:

📍 Srinagar Courts, Jammu & Kashmir, India