Vendor Code of Conduct: Addzena

1. Purpose

This Code of Conduct ensures that all vendors maintain consistent product quality, proper packaging standards, and timely order fulfillment to provide a reliable customer experience on the Addzena platform.

2. Product Quality Standards

Vendors must ensure:

• All products are fresh, genuine, and safe for consumption/use.
• Expired, damaged, or near-expiry products must not be listed.
• Products must match the description shown on the platform.
• Any branded product must be authentic and legally sourced.
• The Vendor is fully responsible for product quality before dispatch.

3. Stock Accuracy & Availability

• Vendors must keep real-time stock updated on the vendor panel.
• Out-of-stock items must be marked immediately.
• Fake availability or incorrect stock updates are strictly prohibited.
• Continuous stock mismatch may lead to account suspension.

4. Packaging Standards

Vendors must follow these packaging rules:

• Use clean, hygienic, and secure packaging materials.
• Grocery and food items must be sealed properly.
• Fragile items must be packed with protective material.
• Liquids must be leak-proof sealed.
• All packages must include an order slip/invoice.
• No loose or unsealed items should be handed to delivery partners.
• Privacy Packaging: Personal items must be packed with discreet packaging. There shall be no brand logos, item details, or customer details on the outer package to ensure privacy.

5. Order Processing Time (SLA)

• Orders must be ready within 15–30 minutes (or as defined by the company).
• Delays beyond the allowed time must be updated immediately on the vendor panel.
• Repeated delays in order preparation may result in penalties.
• Vendors must prioritize platform orders over offline sales.

6. Order Handover to Delivery Partner

• Orders must be handed over only to authorized delivery personnel.
• Vendors must verify the Order ID before handover.
• Incorrect handover of items is the vendor’s responsibility.
• Vendors must maintain a clean storage and preparation area.
• Food items must strictly follow FSSAI hygiene guidelines.
• Unsafe or contaminated products are strictly prohibited.

7. Customer Experience Responsibility

• Vendors must ensure correct items and quantities are packed.
• Any mismatch, missing items, or wrong delivery remains the vendor’s responsibility.
• Vendors must cooperate fully in return/refund cases when valid.

8. Penalties for Non-Compliance

Issue	Action
Late order dispatch	Warning on five orders; then ₹10–₹50 penalty per order
Wrong item delivered	100% product value deduction
Poor packaging	Warning on 5 occurrences; then penalty
Repeated stock mismatch	Temporary suspension
Customer quality complaints	Account review and penalty

9. Compliance & Legal Responsibility

• Vendors must comply with all applicable Indian laws (GST, FSSAI, etc.).
• Vendors are responsible for all required licenses and product legality.
• The company acts only as a platform intermediary.

10. Suspension & Termination

The company reserves the right to suspend or terminate vendor access if:

• Quality standards are not maintained.
• Delivery delays are frequent.
• Fraud or misrepresentation is detected.
• Customer trust is affected.

Agreement

By joining the platform, the vendor agrees to follow all rules set forth in this Code of Conduct.

Company Contact Information

Wellmeds Pharmacare Private Limited
Brand: Addzena
Address: Pavsara, New Basti, Amapur Road, Kasganj – 207123, Uttar Pradesh, India
Mobile: 8679830877
Email: vendorshelp@addzena.com