Seller Account Enforcement Policy

Ornamart maintains the integrity of the marketplace by enforcing compliance with its policies. This document defines the conditions under which a seller account may be restricted, suspended, or permanently banned, and how those decisions are made and communicated.

1. Ornamart's Right to Act

Ornamart reserves the right to apply enforcement actions — including restrictions, suspension, or permanent bans — to any seller account at its sole discretion, at any time, with or without prior notice, when a seller is found to be in violation of:

• These Terms of Service
• Seller Content Guidelines
• Seller Refund & Cost-Sharing Terms
• GST and Income Tax compliance obligations
• Any applicable Indian law or regulation

By registering as a seller, you acknowledge and accept this right.

2. Enforcement Tiers

2.1 Warning — Triggers

• First-instance order cancellation without a valid reason
• Minor content guideline violation (e.g., phone number in a description)
• Inaccurate stock causing a single unfulfillable order
• Slow order processing beyond stated handling time

2.2 Restricted — Triggers

• Repeated order cancellations (3 or more within 30 days, or 5+ in any 90-day period)
• Repeated content guideline violations after warnings
• Listing non-jewellery items or prohibited products
• Sharing off-platform contact details after a prior warning
• Failure to fulfil orders for 5+ business days without a valid reason
• Customer complaints indicating a pattern of misrepresentation

2.3 Suspended — Triggers

• Fraudulent business registration or submitting fake GST/KYC documents
• Deliberate misrepresentation of products across multiple orders
• Sustained high rate of refunds or returns due to seller fault
• Driving customers off-platform to transact outside the app
• Severe or repeated content guideline violations (explicit content, hate speech, etc.)
• Non-compliance with GST filing obligations that expose Ornamart to legal or tax risk
• Chargeback or payment fraud detected on the seller's payouts

2.4 Banned — Triggers

• Listing or selling real/precious jewellery (gold, silver, diamond, platinum, etc.) in violation of the platform's imitation-only rule
• Identity fraud or impersonation
• Severe payment fraud or verified financial misconduct
• Legal proceedings or court orders involving the seller
• Repeated suspension with continued non-compliance after reinstatement
• Deliberate manipulation of the platform's review, search, or ranking systems
• Involvement in activities that violate Indian law (prohibited goods, money laundering, etc.)

3. Specific Enforcement Triggers

3.1 Order Cancellation Abuse

Every cancellation is recorded and monitored for patterns:

• Warning: 2 cancellations within 30 days
• Restriction: 3+ within 30 days, or 5+ in any rolling 90-day period
• Suspension: Persistent high cancellation rate after restriction, or evidence that cancellations are used to avoid fulfilling higher-priced orders

3.2 Off-Platform Transaction Attempts

Sharing contact details, social media handles, payment links, or bank details in listings, images, or messages to drive transactions outside the app is a direct violation.

• 1st instance: Warning + listing removal
• 2nd instance: Restriction
• 3rd instance or deliberate pattern: Suspension or ban

3.3 Fake or Prohibited Products

Listing counterfeit goods, goods misrepresented as precious jewellery, or prohibited products results in immediate listing removal. Repeat or deliberate violations result in suspension or ban without prior warning.

3.4 Review and Ranking Manipulation

Creating fake buyer accounts, incentivising positive reviews, suppressing negative reviews, or gaming search rankings is strictly prohibited. Detected violations result in immediate restriction and may escalate to suspension or ban.

3.5 High Return and Refund Rate

Sellers with a return rate above 10% of total orders in any rolling 30-day period — where returns are attributable to the seller (wrong items, inaccurate listings, damaged packaging) — are subject to restriction pending investigation.

3.6 Tax and Compliance Non-Compliance

Sellers found to have provided false GST details, or whose GST registration has been cancelled by tax authorities, will be suspended until valid compliance is restored. Continued non-compliance results in a permanent ban.

4. Effect on Payouts During Enforcement

Status	Effect on Payouts
Warning	No effect
Restricted	Payouts continue normally for delivered orders
Suspended	Payouts placed on hold pending investigation; released once matter is resolved
Banned	Mandatory 30-day hold; payouts for delivered orders released after all deductions, refunds, and recoveries are applied. Unshipped orders refunded to buyers.

5. Communication of Actions

All enforcement actions are communicated to the seller via the registered mobile number and/or email on file. Warnings and restrictions include the violation description and the corrective action required. Suspensions and bans include the reason and whether an appeal is possible.

6. Appeals Process

Sellers who believe an enforcement action was applied in error may appeal within 14 days of the action:

Your appeal must include:

• The specific action being appealed
• Your explanation of why the action was incorrect
• Any supporting evidence (photos, documents, screenshots)

Ornamart will review and respond within 10 business days. The decision made after appeal review is final.

7. Reinstatement

Sellers whose accounts were restricted or suspended (not banned) may apply for reinstatement after:

• Completing any corrective actions stated in the enforcement notice
• Waiting through any mandatory hold period specified
• Passing a re-review by the Ornamart seller compliance team

Reinstatement is at Ornamart's discretion and is not guaranteed. A reinstated account is placed on a monitoring period. A second suspension within 6 months of reinstatement will result in a permanent ban without further appeal.

8. Contact