Effective Date: 02 May 2025
This Vendor Service Level Agreement (“SLA”) is entered into between MOKAMMBIKA VENTURES PRIVATE LIMITED, having its registered office at 1035, Lutfabad Bachhouli, Bikapur, Ayodhya, Uttar Pradesh – 224204, India (“Company”), and the Vendor/Seller (“Vendor”) registered on the mOOm platform.
By registering and listing products on the platform, the Vendor agrees to comply with this SLA.
1. Purpose of SLA
This SLA defines performance standards, service quality metrics, responsibilities, and penalties to ensure a reliable and high-quality marketplace experience for customers on the mOOm platform.
2. Vendor Onboarding & Compliance
Vendors must:
- Complete KYC verification (PAN, GST, bank details, address proof)
- List only legal, authentic, and compliant products
- Maintain updated business and contact information
- Adhere to all platform policies and applicable Indian laws
3. Order Processing Standards
| ActivitySLA Requirement |
| Order acceptance | Within 24 hours |
| Order dispatch | Within 24–48 hours |
| Order packaging | Secure, tamper-proof |
| Invoice generation | Mandatory with shipment |
Failure to meet these timelines may attract penalties.
4. Inventory & Listing Accuracy
Vendors must:
- Maintain real-time inventory accuracy
- Avoid overselling or stock misrepresentation
- Ensure correct pricing, images, and descriptions
Repeated discrepancies may result in listing suspension.
5. Product Quality Standards
- Products must match listed specifications
- No counterfeit, expired, or substandard goods
- Agricultural inputs must meet regulatory standards
Quality complaints above acceptable thresholds may lead to account review or suspension.
6. Returns & Refund SLA
| MetricSLA |
| Return request response | Within 48 hours |
| Replacement dispatch | Within 3–5 days |
| Refund approval | Within 3 days |
Delays may result in settlement deductions.
7. Customer Support Responsibilities
Vendors must:
- Respond to customer queries within 24–48 hours
- Cooperate with dispute resolution
- Maintain professional communication
Poor customer handling may affect vendor ratings and visibility.
8. Cancellation Rate & Performance Metrics
- Order cancellation rate must be below 5%
- Return rate must remain within acceptable category limits
- Customer rating must be maintained above 3.5/5
Failure may trigger corrective actions.
9. Penalties & Corrective Actions
The Company may impose:
- Financial penalties or fee adjustments
- Temporary suspension of listings
- Withholding of settlements
- Permanent account termination in severe cases
10. Force Majeure
Vendors will not be penalized for delays caused by:
- Natural disasters
- Government restrictions
- Transport strikes
- Unavoidable events beyond reasonable control
11. Audit & Monitoring
The Company reserves the right to:
- Monitor vendor performance metrics
- Conduct audits and quality checks
- Request documentation for compliance verification
12. Data Protection & Confidentiality
Vendors must:
- Protect customer data
- Use data only for order fulfillment
- Avoid unauthorized sharing or misuse
Violation may result in legal action.
13. Term & Termination
This SLA remains effective while the Vendor is active on the platform.
The Company may terminate access without notice for serious breaches.
14. Governing Law & Jurisdiction
This SLA is governed by the laws of India.
All disputes are subject to the exclusive jurisdiction of the courts in Ayodhya, Uttar Pradesh.
15. Acceptance
Vendor acceptance of this SLA is deemed upon:
- Account registration, or
- Listing products on the mOOm platform, or
- Accepting terms digitally on the vendor dashboard
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