1. Purpose
This Vendor and Merchant Agreement applies to businesses, owners, hosts, professionals, promoters, pharmacies, property providers, rental providers, venue operators, restaurants, service providers, stores, and other sellers that use UrbanBook to list, sell, receive bookings, manage customers, or operate vendor tools.
By creating, claiming, managing, or selling through a vendor account, the vendor agrees to this Agreement and all UrbanBook policies.
2. Independent Business Relationship
Vendors are independent businesses or service providers. UrbanBook provides marketplace access, operational tools, payment facilitation, support processes, and platform services. UrbanBook does not become the employer, partner, landlord, medical provider, event organizer, transport provider, or owner of the vendor's goods or services unless a separate written agreement says so.
Vendors are responsible for their own staff, contractors, taxes, licenses, permits, insurance, safety, quality, premises, products, services, and legal compliance.
3. Authority
The person creating or managing a vendor account confirms they are authorized to bind the business. UrbanBook may require proof of ownership, management authority, business registration, identity, licensing, premises, tax information, bank or mobile money ownership, or other verification.
UrbanBook may reject or restrict a vendor where authority is unclear or disputed.
4. Vendor Duties
Vendors must:
- Provide accurate business and listing information.
- Keep prices, availability, menus, services, stock, schedules, terms, locations, and images up to date.
- Honor confirmed orders and bookings.
- Deliver goods and services safely, lawfully, and professionally.
- Respond to customer and support communications within a reasonable time.
- Comply with cancellation, refund, payout, safety, verification, and restricted goods policies.
- Protect customer information and use it only for legitimate UrbanBook-related purposes.
- Train staff who access UrbanBook or serve UrbanBook customers.
- Maintain required licenses, permits, qualifications, insurance, and approvals.
- Report operational problems, safety incidents, customer complaints, or fulfillment failures promptly.
5. Prohibited Vendor Conduct
Vendors must not:
- Mislead customers about price, availability, quality, location, licensing, ownership, product condition, or service scope.
- Add hidden mandatory charges after confirmation.
- Request off-platform payment where UrbanBook requires in-platform payment.
- Discriminate unlawfully or harass customers.
- Submit fake reviews, fake bookings, fake discounts, or fake inventory.
- Sell prohibited, unsafe, counterfeit, stolen, expired, recalled, or unauthorized goods.
- Use customer information for unrelated marketing or resale.
- Retaliate against customers who complain or leave honest reviews.
- Allow unauthorized staff to access vendor tools.
- Use UrbanBook to avoid legal, tax, consumer protection, licensing, or safety obligations.
6. Service Quality
Vendors must deliver a standard of service consistent with the listing and with reasonable customer expectations. UrbanBook may monitor customer complaints, cancellations, refund rates, fulfillment failures, listing accuracy, communication quality, safety reports, and other quality indicators.
UrbanBook may require improvement, pause listings, reduce visibility, hold payouts, restrict tools, or remove vendors where quality or trust falls below platform standards.
7. Fees and Commercial Terms
Vendors may pay commissions, subscriptions, promotional fees, payment fees, setup fees, refund costs, chargeback costs, penalties, or other agreed charges. UrbanBook may deduct amounts from vendor payouts where allowed.
UrbanBook may change fees or commercial terms with reasonable notice unless a separate written agreement states otherwise.
8. Staff Access
Vendors are responsible for staff and team members who access vendor tools or serve UrbanBook customers. Vendors must assign access only to authorized people, remove access when staff leave or change roles, and ensure staff follow UrbanBook policies.
Vendor staff misconduct may be treated as vendor misconduct.
9. Suspension and Termination
UrbanBook may suspend, restrict, or terminate vendor access for policy violations, fraud risk, safety risk, legal risk, poor service, repeated cancellations, customer harm, non-payment, verification failure, restricted goods, chargeback abuse, or misuse of platform tools.
Termination does not remove obligations for past orders, bookings, refunds, disputes, taxes, fees, payouts, damages, or customer complaints.
10. Support and Notices
UrbanBook may contact vendors through the platform, email, phone, dashboard notices, or other official channels. Vendors must keep contact information current.