Terms & Conditions

I. Neutral Venue: Private e-Marketplace provides a complete Online Marketplace (End To End) which provides a means to connect with Buyers and Sellers.

II. Third-party: Any contract for the sale of goods is between the Buyer and Seller only (2 Parties).

III. Limitation of Responsibility: As a mediator, Private e-Marketplace does not initiate or choose who receives the transmission or change what is contained in any listing.

IV. No Liability for Disputes: Private e-Marketplace shall not be liable or accountable for any disputes, damages, or losses arising from a transaction between a buyer and a seller, including issues related to product quality, payment, or delivery; however, the affected buyer or seller may raise an incident on the platform to directly communicate with the other party, and Private e-Marketplace may facilitate resolution to the extent possible without assuming any liability.

A. “APPLICABLE LAWS” means any law, statute, ordinance, notification, rule, regulation, judgment, order, decree, by-law, approval, direction, guideline, policy, or any other governmental restriction or requirement currently in force.

B. “GOODS” means any tangible or intangible items and products offered for sale by a Seller on the Private e-Marketplace Portal. All listings are third-party invitations to offer; Private e-Marketplace does not own, stock, pack, or deliver any Goods. The physical fulfillment of any order is a private contract between the Buyer and Seller, and Private e-Marketplace shall not be a party to, or responsible for, such fulfillment or any associated delivery risks.

C. “CATEGORY SPECIFICATION” means the technical features, functional capabilities, properties, certifications, and framework defined for a specific category. Specifications include key product parameters and validation rules such as configuration, restrictions, range/allowed values, and allowed units. Sellers and Buyers must comply with these rules while offering or procuring Goods. Parameters or values not included in the Category Specification cannot be added or removed by Buyers or Sellers. If buyer or seller wants to add any category they can request to Private e-Marketplace and if it is valid then it will be added by Private e-Marketplace only.

D. “BUYER” means any individual, proprietorship, partnership, trust/society/association of persons, limited liability partnership (LLP) or company that purchases Goods on the Private e-Marketplace Portal. The buyer must be authorized to act on behalf of their organization where applicable. When the buyer is registering, the verification process will be done by the admin, and it is completely free.

E. “SELLER” means any legal entity (proprietorship, partnership, LLP, Pvt Ltd, Ltd company, etc.) registered on the Private e-Marketplace portal to offer goods. Individual sellers are not permitted. When the seller is registering, the verification process is done automatically based on the GSTIN, PAN card, and CIN/LLPN provided and seller need to pay fees for it.

F. “USER ID and PASSWORD” means the unique login credentials assigned upon registration on the Private e-Marketplace Portal to a Buyer or Seller, which may be issued to an authorized individual acting on behalf of a registered organization. All business types registered on Private e-Marketplace are treated as organizations, and the User ID and Password are issued to a designated person of such organization. Users are solely responsible for maintaining the confidentiality of their User ID and Password and for all activities and transactions carried out using them.

G. “LICENSE” means that upon registration and submission of product details or participation in bids/offers on the Private e-Marketplace Portal, the Seller grants Private e-Marketplace a non-exclusive, royalty-free, irrevocable, perpetual, and fully sublicensable right to use, copy, modify, translate, publish, distribute, and display any content/material/documents submitted by the Seller (excluding Aadhaar Number).

H. “TENDER” means a structured procurement process initiated by a buyer on the Private e-Marketplace platform to invite offers from eligible sellers for the supply of specified goods or services, which may be conducted through bidding, reverse auction, or bid-to-reverse-auction mechanisms in accordance with the platform’s applicable rules and guidelines.

I. “DIRECT ORDER” means a procurement transaction initiated by a buyer on the Private e-Marketplace platform to purchase goods or services directly from a listed seller at the published price, without a bidding or auction process, and governed by the applicable platform rules and value limits.

J. “BID” means a procurement process under a tender on the Private e-Marketplace platform in which eligible sellers submit price offers in response to a buyer’s specified requirements, and the buyer evaluates and selects a seller in accordance with the applicable platform rules and guidelines.

K. “REVERSE AUCTION” means a procurement process under a tender on the Private e-Marketplace platform in which eligible sellers submit progressively lower price offers for specified goods or services, and the seller offering the lowest valid bid is selected in accordance with the applicable platform rules and guidelines.

L. “CONTRACT” means a digital document generated by the Private e-Marketplace platform after the complete execution of an order transaction, which records and confirms the contractual relationship between the buyer and the seller and contains the buyer’s details, seller’s details, and all relevant order-related information.

M. “Private e-Marketplace admin panel” means the panel of the people managing Private e-Marketplace platform users, verifying user data and product catalogs, managing categories and subcategories, and managing incidents and tickets.

N. "ACCEPTANCE REPORT" means a digital document generated by the Private e-Marketplace platform after the buyer or consignee successfully confirms the receipt of a direct purchase or tender-based order and uploads the required proof of delivery. This report serves as formal confirmation that the buyer has received the order as specified and accepted the goods, including details of the buyer, seller, product, delivery, and associated platform fee payment.

O. "RECEIVED INVOICE" means a digital document generated by the Private e-Marketplace platform after the buyer or consignee successfully confirms the receipt of an order or subscription. This invoice serves as a confirmation of the order receipt and payment details, and it contains all the relevant billing information, including buyer details, seller details, product information, delivery details, and associated GST/tax details for record-keeping and financial compliance.

• Quantity

• Technical parameters

• Delivery timelines

• Warranty requirements

• Consignee location

• Seller eligibility

• Orders outside the portal based on portal-listed prices are strictly prohibited.

• Private e-Marketplace reserves the right to remove related data from its database and take action, including suspension of the buyer's account or reduction of the buyer's rating.

I. Eligibility criteria for buyers: An "Eligible Buyer" is any individual or entity that successfully completes the mandatory Private e-Marketplace verification process. Registration is open to the following organizational structures:

• Individual: A single person purchasing goods or services for personal or business use.

• Proprietorship: A business owned and operated by one individual, where the owner and business share a legal identity.

• Partnership: A business entity formed by two or more individuals who share ownership and management responsibilities.

• Trust/Society/Association of Persons: Non-individual entities established for charitable, social, educational, or collective purposes.

• Limited Liability Partnership (LLP): A registered business structure providing limited liability protection to its partners.

• Company: A legally incorporated entity registered under relevant company laws, existing as a separate legal person from its owners.

II. Mandatory Verification Requirements: To ensure the security and authenticity of the marketplace, all Buyers must undergo a verification process. Participation is strictly prohibited until the following criteria are met:

• Live Location Detection: The system will verify that the registrant is within the permitted 1 km radius of the registered office.

• Live Identity Capture: Mandatory live photo capture and live submission of the Aadhaar Card, PAN Card, etc.

• Admin Approval: Every Buyer account must be manually reviewed and approved by the Private e-Marketplace Admin.

• *Note: The verification process typically requires a minimum of 24 hours. Approval will not be granted in less than the 24-hour window.*

III. Buyer Privileges and Restrictions: Once verified, Buyers are granted specific platform privileges but are subject to certain operational limitations:

• Direct Orders: Buyers may browse the catalog and place direct orders with sellers.

• Tender Creation: Buyers have the authority to create and publish tenders for specific procurement needs.

• Category Search: Buyer will get the option to search a category for finding a product. It makes it easy to find any product from the multiple products.

• Bidding: Buyers are strictly prohibited from participating as bidders in any procurement process.

• Reverse Auctions: Buyers may not participate in or bid within reverse auctions.

• Products: The buyer can only view products and make a direct order or add them to the cart and create a tender on them but cannot add or edit any product.

• Catalog access: Buyer cannot see product catalogs.

• Category Request: The buyer cannot request to add any category in the list; he must select one from the existing only.

• Bids of Live RA: In live RA buyer will not be able to see any bids until the process is completed and winner is selected.

• The Direct Purchase feature is intended only for eligible products listed on the Private e-Marketplace platform and does not involve tendering or reverse auction mechanisms.

• Buyers must carefully review product details, specifications, quantities, and delivery terms before placing a direct order, as no changes are permitted after the seller accepts the order.

• There are limitations on direct purchase; if the organization that wants direct purchase is an individual, then they can purchase the order under Rs.20,000 only, and if it is any other organization type, then the direct order will be under Rs.50,000.

• Private e-Marketplace does not collect or process product payments for direct purchases; all commercial payments for goods are handled directly between the buyer and seller outside the platform.

• Buyers are required to pay only the Private e-Marketplace platform fee for direct purchases, which is calculated at 0.1% of the total order value, along with applicable taxes, and payment of this fee is mandatory for order creation as mentioned in the duties and taxes section.

• Upon successful payment of the platform fee, Private e-Marketplace will generate and provide the buyer with a platform fee tax invoice and payment receipt, which will be available in the order details.

• Sellers may accept or reject a direct purchase order; once accepted, the seller is obligated to dispatch the order in accordance with the agreed delivery terms.

• After the seller dispatches the order, the buyer or consignee must confirm receipt by selecting the “Order Received” option in the order status and uploading at least one image as proof of delivery.

• Confirmation of order receipt and upload of delivery proof are mandatory for completion of the order lifecycle and generation of post-delivery documents.

• After successful confirmation of receipt, an Acceptance Report will be generated, serving as formal confirmation of delivery and acceptance and containing buyer details, seller details, product information, and platform fee payment details.

• Buyer and seller contact details will become visible to each other just after the order is accepted by the seller and platform fees are paid.

• If the buyer or seller encounters any issue related to delivery, quantity, product condition, or compliance with agreed terms, the affected party must raise an incident through the Private e-Marketplace Incident Management system.

• Users must not attempt to renegotiate pricing, request additional payments, exchange personal contact details, or conduct transactions outside the platform workflow once a direct order is placed.

• Submission of false information, misuse of the order received confirmation, or uploading misleading delivery proof may result in penalties, suspension, or termination of platform access.

• Private e-Marketplace reserves the right to monitor direct purchase transactions, investigate violations, impose penalties, suspend accounts, or modify direct purchase rules and fee structures at its discretion.

• All direct purchase records, platform fee payments, acceptance reports, and related communications are retained by Private e-Marketplace for audit, compliance, and dispute-resolution purposes.

• The buyer can download the acceptance report, contract, tax invoice, and payment receipt after the order is received.

• Buyers must ensure all selected products, specifications, quantities, and delivery requirements are accurate before creating a tender, as changes are restricted after publication.

• Uploading an ATC (Additional Terms and Conditions) document is not mandatory for all tenders, but there is an option to add it if the buyer wants to mention some special conditions.

• While entering delivery and consignee details, GST number verification is compulsory, and tenders cannot proceed without successful GST validation.

• Sellers participate in tenders strictly according to the tender type selected by the buyer, and seller acceptance is mandatory for order creation.

• In Bid to RA tenders, after the bid phase is completed, the buyer will be able to view all submitted bids and must eliminate participants either by removing the highest-priced bidder(s) or the highest 50% of bidders before proceeding to the reverse auction.

• After tender creation to publish it; it is mandatory for the buyer to pay platform fees, which are 0.5% of the total tender price.

• For a regular tender (created based on an existing product), the buyer need to pay 0.5% of the tender price together.

• For a custom tender, one needs to pay a fixed amount to publish the tender, and after the selection of the L1 seller, the buyer needs to pay the price remaining after the payment of the fixed amount from the 0.5% of the total price.

• Once an order is dispatched, the buyer or consignee must confirm receipt by clicking the “Order Received” option and uploading proof of delivery.

• Generation of the Acceptance Report is dependent on successful receipt confirmation and upload of delivery proof.

• Buyer and seller details become visible to each other when the seller has accepted the order and paid the platform fees.

• Any disputes related to tender execution, delivery, product quality, or compliance must be raised through the Incident Management system.

• Buyers and sellers must not attempt to bypass platform workflows, exchange personal contact details, or conduct off-platform negotiations.

• Private e-Marketplace reserves the right to monitor tenders, reject non-compliant submissions, impose penalties, or modify tender rules and procedures at its discretion.

• Due to any reasons, like no seller accepted the tender or the bid didn’t reach the minimum bid and the tender got cancelled, in any such case the buyer would not be able to ask for the payback of the platform fees paid.

• The buyer can download the acceptance report, contract, tax invoice, and payment receipt after the order is received.

• Minimum Bid Requirement and Tender Extension Guidelines

• While creating a tender, the buyer may specify a minimum number of bids required for the tender to remain valid.

• If the minimum number of bids is not achieved by the end of the configured bid or reverse auction period, the tender will be handled according to the extension settings defined by the buyer.

• If the buyer has configured:

• Number of extensions, and

• Extension duration,

• The system will automatically extend the bid or reverse auction period for the specified duration and for the specified number of extension cycles.

• During each extension period, eligible sellers will continue to be able to participate and submit bids in accordance with the applicable tender rules.

• If, after completion of all configured extensions, the minimum number of bids is still not achieved, the tender will be automatically cancelled by the system.

• Once a tender is cancelled due to non-fulfillment of the minimum bid requirement, it cannot be revived, and the buyer must create a new tender if procurement is still required.

• Buyers are responsible for configuring realistic minimum bid requirements, extension durations, and number of extensions to ensure sufficient seller participation.

I. Eligibility criteria for sellers: Registration as a seller is restricted to verified business entities. Unlike the buyer role, individuals are strictly prohibited from registering as sellers on the Private e-Marketplace. To be eligible, an organization must fall under one of the following categories:

• Proprietorship: A business owned and operated by one individual, where the owner and business share a legal identity.

• Partnership: A business entity formed by two or more individuals who share ownership and management.

• Trust/Society/Association of Persons: Non-individual entities established for charitable, social, educational, or collective purposes.

• Limited Liability Partnership (LLP): A registered business structure combining partnership flexibility with limited liability protection.

• Company: A legally incorporated entity registered under company law, separate from its owners.

II. Mandatory Seller Documentation: Every seller must provide the following documentation to ensure tax and legal compliance:

• Business PAN Card: The Permanent Account Number issued for the organization.

• Bank Account Details: Valid account credentials and details.

• GST Number: A valid Goods and Services Tax Identification Number (GSTIN) for tax compliance and identification.

III. Product and Service Standards: To maintain the integrity of the B2B ecosystem, all offerings on the Private e-Marketplace must adhere to the following standards:

• Authenticity and Compliance: All products and services must be legally compliant, authentic, and meet the quality standards expected by private sector buyers.

• Alignment: Offerings should align with industry requirements and standard procurement practices.

• Prohibited Items: Sellers are strictly forbidden from listing:

• Counterfeit or pirated goods.

• Stolen merchandise.

• Dangerous or hazardous materials (unless accompanied by valid legal certifications).

• Services that violate legal or ethical standards.

• To remain a registered seller on the Private e-Marketplace, sellers must hold a compulsory, one-year subscription. Continuation on the Private e-Marketplace for subsequent years requires the annual payment of a subscription fee calculated according to the same rules as the initial registration fee.

• Turnover Declaration: Sellers are required to declare their total turnover for the last three (3) financial years. This mandatory data serves as the basis for calculating the registration/subscription fee.

• Registration/Subscription Fees Calculation: The fee is calculated based on the organization's cumulative turnover. This registration fee will be calculated as a subscription fee for the first year:

• Base Fee: If the total turnover for the last three years is up to Rs.25 Crore, the fee is a flat Rs.25,000.

• Incremental Fee: For every additional Rs.1 Crore in turnover above the initial Rs.25 Crore, the fee increases by Rs.100.

• Slab Rule: The fee remains constant within each Rs.1 Crore slab, and the price only increases once the turnover moves into the next full Rs.1 Crore bracket.

• Subscription Period: Private e-Marketplace offers a one-year subscription to users. Users with an active subscription are not permitted to delete their account during the subscription period.

V. Seller Privileges and Restrictions: The Private e-Marketplace provides a flexible environment for Sellers across various industries. Sellers are permitted to:

• List products and services that address genuine market demand.

• Participate in tenders and procurement opportunities initiated by Buyers.

• Seller will not be able to buy any product.

• Engage in the private sector ecosystem provided they maintain continuous compliance with Private e-Marketplace’s verification and quality standards.

• While finding products for bid when seller is selecting any tender then he would be able to filter parameters and check if he has any product to fit in the selected tender.

• Sellers must ensure that all product information, specifications, pricing, discounts, and availability details are accurate, complete, and compliant with Private e-Marketplace policies before submitting a product for verification.

• While creating a product, sellers must select the states where they intend to sell the product and may configure state-wise pricing and state-wise discounts accordingly.

• Product titles, descriptions, specifications, images, and videos must not contain any brand names, logos, model names, watermarks, or promotional identifiers; violation of this rule may result in rejection.

• Exactly three (3) product images are mandatory, and all uploaded media must clearly represent the product without misleading or prohibited content.

• Once a product is submitted for verification and enters Pending status, the seller is not permitted to edit any product details until admin review is completed.

• If the product enters the Notify status, the seller is allowed to edit the product only to address the issues highlighted by the admin and must resubmit the product for re-verification.

• Products marked as "Rejected" cannot be edited, modified, or resubmitted; sellers must create a new product listing if they wish to list the product again.

• Sellers may modify prices, discounts, or stock quantities only for products that are Verified or Published, subject to platform rules.

• Only Published products are visible to buyers and eligible for direct purchases, tenders, and reverse auctions.

• Sellers must ensure that all products listed on Private e-Marketplace are legally compliant, authentic, and meet applicable quality, safety, and regulatory standards.

• Misrepresentation of product details, incorrect pricing, false availability, or misuse of the Notify status may lead to penalties, suspension, or permanent removal of selling privileges.

• Sellers may unpublish products at their discretion; however, unpublished products remain verified and may be republished without re-verification unless policy changes apply.

• A product may be deleted only when its available stock quantity is zero and no active orders or tenders are associated with it.

• Private e-Marketplace reserves the right to review, suspend, reject, or remove any product listing at any time if it violates platform rules, legal requirements, or marketplace integrity standards.

• All product-related actions, including submissions, edits, notifications, approvals, and rejections, are logged by Private e-Marketplace for audit, compliance, and dispute-resolution purposes.

• Sellers must review all direct purchase order details carefully before accepting, as order terms cannot be modified after acceptance.

• Acceptance of a direct purchase order creates a binding obligation on the seller to supply the goods as per the agreed specifications, quantity, and delivery timeline.

• Product payment for direct purchases is handled directly between the buyer and seller, and Private e-Marketplace does not facilitate or guarantee such payments.

• Sellers are required to pay Private e-Marketplace platform fees for direct purchase orders at 0.1% of the total order value, along with applicable taxes, and fee payment is mandatory upon order acceptance.

• Sellers must not dispatch goods before receiving commercial payment from the buyer through mutually agreed off-platform channels.

• When marking an order as dispatched, sellers must upload all mandatory documents for each consignee, including:

• Product bill,

• E-way bill,

• Transportation bill.

• Failure to upload required dispatch documents may result in order delays, incident creation, or penalties.

• Sellers must ensure that all uploaded documents are accurate, genuine, and correspond exactly to the dispatched goods.

• Sellers must update the order status to "Dispatched" only after the goods have been physically handed over to the transporter.

• Any delay, non-dispatch, or failure to fulfill an accepted order may lead to an incident being raised and penalties as per Private e-Marketplace policies.

• Sellers must not request additional payments, modify pricing, or change delivery terms after order acceptance.

• All communication related to the order must take place within the Private e-Marketplace platform until order completion.

• Private e-Marketplace reserves the right to review order actions, verify uploaded documents, impose penalties, suspend accounts, or restrict seller access in case of non-compliance.

• All direct purchase transactions, fee payments, documents, and order status changes are logged by Private e-Marketplace for audit, compliance, and dispute-resolution purposes.

• The seller can download the contract, tax invoice, and payment receipt after the order is dispatched.

• All tenders on the Private e-Marketplace platform will have been created in one of the following formats: Bid, Reverse Auction (RA), or Bid to Reverse Auction (Bid to RA), and the selected tender type determines the applicable execution flow.

• The seller must deliver the product on time; the minimum time of 5 days will be given.

• Only eligible sellers as determined by the Private e-Marketplace system may participate in tenders, bids, or reverse auctions.

• Sellers must submit bids and participate in reverse auctions only through the Private e-Marketplace platform and strictly within the defined timelines.

• In Bid tenders, sellers may submit, withdraw, and re-submit bids in accordance with platform participation limits; bids submitted after the bid end time are not accepted.

• In Reverse Auctions, bidding remains open until the configured RA end date and time, regardless of bidding activity.

• Reverse auction bids submitted after 6:45 PM are recorded by the system and become visible to participants at 9:00 AM on the next working day.

• When marking an order as dispatched, sellers must upload all mandatory documents for each consignee, including:

• Product bill,

• E-way bill,

• Transportation bill.

• In Bid to Reverse Auction tenders, the bid phase and reverse auction phase are separate and sequential, and their start and end times are strictly governed by the buyer-defined schedule.

• After the bid phase in a Bid-to-RA tender, the buyer can view all submitted bids and must eliminate sellers either by removing the highest-priced seller(s) or the highest 50% of bidders before the reverse auction phase begins.

• Only sellers who are not eliminated in the bid phase are eligible to participate in the reverse auction phase of a Bid-to-RA tender.

• For all tender types, the seller offering the lowest valid bid at the end of the applicable bidding or reverse auction phase is identified as the preferred seller, subject to seller acceptance.

• Selection of a seller does not create an order until the selected seller explicitly accepts the tender.

• If a selected seller rejects a tender, the seller may be blocked from the platform, and the buyer or system may proceed to the next eligible seller in accordance with platform rules.

• If it is done for the first time, then the seller will be blocked from the platform for 30 days.

• If it is done for a second time, then the platform will block the seller for 60 days.

• For the third time, the seller will be blocked for 180 days.

• If the seller is doing the same mistake for the fourth time, then he will be blocked permanently from the Private e-Marketplace platform and will not be able to sell his products on Private e-Marketplace.

• Upon accepting a tender, the seller must pay the applicable platform fees and comply fully with all tender conditions, specifications, and delivery requirements.

• After acceptance, sellers must dispatch goods within the agreed timeline and upload all mandatory documents at the dispatch stage as required by the platform.

• Upon receipt of goods, the buyer or consignee must confirm delivery by clicking the “Order Received” option and uploading proof of receipt.

• An Acceptance Report is generated only after successful receipt confirmation and serves as final confirmation of delivery and acceptance for all tender-based orders.

• Buyer and seller contact details become visible to each other after the seller accepts the order and also pays the platform fees.

• Any dispute related to tender participation, bidding behavior, delivery, product quality, or non-compliance must be raised through the Incident Management system.

• Users must not attempt to influence tender outcomes, manipulate bids, collude with other participants, exchange personal contact details, or conduct negotiations outside the Private e-Marketplace platform workflow.

• Submission of false information, misuse of bidding or auction mechanisms, or violation of tender rules may result in penalties, suspension, or permanent removal from the platform.

• Private e-Marketplace reserves the right to monitor tenders, bids, and auctions; invalidate bids; block users; cancel tenders; or modify tender-related rules and procedures to ensure fairness, transparency, and platform integrity.

• The seller can download the contract, tax invoice, and payment receipt after the order is dispatched.

• The catalog created by seller will be visible to admin only for the product verification and it must include product image and specification and no need to mention more things if not required on company’s letterhead.

• If a seller feels that a product does not fit into any existing category, the seller can raise a category request during the product creation process.

• By selecting the Category Request option, the seller will be redirected to the Category Request page.

• On the Category Request page, the seller must enter the category name, category details and upload the product catalog related to the requested category.

• The category request will be reviewed by the Private e-Marketplace admin.

• If the admin approves the category request, the seller will be able to add the product under the newly approved category.

1. Valid Use of Incident System: The incident mechanism must be used only for genuine disputes or violations. Misuse of the incident system, including false, misleading, or repetitive complaints, may result in penalties.

2. Reference Requirement: Every incident must be raised with a valid reference to:

• A product,

• A tender,

• A reverse auction or bid, or

• A confirmed order.

• Incidents without a valid reference may be rejected.

3. Platform-Only Communication: All discussions related to an incident must occur only within the Private e-Marketplace platform. Any attempt to bypass the platform by direct contact, external communication, or off-platform settlements is strictly prohibited.

4. Prohibited Content and Conduct: Users must not:

• Share personal contact details in tenders, documents, product listings, or images,

• Demand or offer payments outside the Private e-Marketplace platform,

• Copy or misuse another seller’s product listings, images, or intellectual property,

• Engage in harassment, threats, or abusive communication.

5. Administrative Incidents: Private e-Marketplace reserves the right to raise incidents independently in cases of:

• Policy violations,

• Disclosure of prohibited information,

• Non-compliance with platform rules or legal requirements.

6. Cooperation Obligation: All parties involved in an incident must cooperate by:

• Providing accurate information when requested,

• Responding within reasonable timelines, and

• Complying with interim or final instructions issued by Private e-Marketplace.

7. Final Authority: Private e-Marketplace retains sole authority to:

• Interpret incident-related rules,

• Decide outcomes, and

• Enforce penalties or corrective actions.

• Private e-Marketplace’s decisions are binding within the platform and do not limit users’ rights under applicable laws.

1. Scope of Tickets: The ticket system is intended only for technical and platform-related issues. For disputes related to orders, tenders, delivery, product quality, or user behavior, users must follow the Incident Management process.

2. Accurate Information: Users must:

• Select the correct ticket type and category,

• Provide clear, accurate, and complete descriptions,

• Upload genuine and relevant supporting evidence.

• Submission of false or misleading information may result in ticket rejection or further action.

3. One Issue per Ticket: Each ticket should address only one issue. Multiple unrelated issues must be submitted as separate tickets.

4. Platform-Only Communication: All ticket-related communication must take place only through the Private e-Marketplace platform. External communication methods are not recognized for ticket resolution.

5. Response and Cooperation: Users are expected to:

• Respond promptly to admin queries,

• Cooperate during investigation or troubleshooting,

• Follow instructions provided by the support team.

• Failure to cooperate may delay or prevent resolution.

6. Administrative Authority: Private e-Marketplace reserves the right to:

• Accept, reject, or reclassify tickets,

• Prioritize tickets based on severity or platform impact,

• Close tickets that are invalid, duplicate, or outside the scope of support.

7. No Guarantee of Specific Timelines: While Private e-Marketplace aims to resolve tickets promptly, resolution timelines may vary based on issue complexity, dependency on third parties, or required investigations.

8. Record Retention: All tickets, communications, and resolutions are stored for internal review, compliance, and audit purposes.

• One-Time Passwords (OTPs) are mandatory for verification at critical stages of the platform lifecycle (e.g., registration, profile updates, login, payment authentication and others).

• OTPs are delivered to the registered phone number of the user.

• Users are permitted to request the resending of an OTP a maximum of three (3) times within a 24-hour period.

• For each OTP sent, the user has a window of 180 seconds to successfully enter and validate the OTP.

• If a user exhausts the limit of three resends within 24 hours without completing the verification step, the system will impose a mandatory lockout. The user will be unable to attempt OTP verification for that step again until the 24-hour period from the first request has elapsed.

• Organizational Representation

• Every account on the Private e-Marketplace is established as an Organization Account. Any individual initiating the registration process does so as an Authorized Representative (e.g., Director, Proprietor, or Key Management Personnel) acting on behalf of the business entity. By creating an account, you warrant that you have the legal authority to bind the organization to these Terms of Use.

• Mandatory Prerequisites

• Documentation requirements are categorized into Base Requirements (mandatory for all) and Entity-Specific Requirements.

• All registrants (Individuals, Proprietorships, Partnerships, Trusts, Societies, LLPs, and Companies) must provide:

• Personal Identity: Aadhaar/Virtual ID (with Aadhaar-linked mobile number) OR Personal PAN details with an associated mobile number.

• Email Verification: An active personal or organizational Email ID to receive and verify One-Time Passwords (OTPs).

• Business Identity (PAN): A valid Business PAN where the 4th character is either P (Individual/Proprietor) or H (HUF/Other).

• Banking Credentials: A valid Bank Account Number and IFSC code for the organization.

• Tax Compliance: Income Tax Returns (ITR) for the last three (3) financial years. Note: This is only mandatory if the business has been operational for more than 24 months.

• Registered Address: The official registered address of the organization.

• In addition to the base requirements above:

• Limited Liability Partnerships (LLP): LLPIN (LLP Identification Number) will be taken based on given Business PAN details.

• Companies: CIN (Company Identification Number) will be taken based on given Business PAN details.

• These details may be skipped during the initial registration:

• Udyam Registration: Required for MSMEs to avail of EMD exemptions in bids.

• DIPP/DPIIT Number: Required for startups to avail of EMD exemptions.

• GST Number: It is for inter-state business.

• After selecting prerequisites, the organization representative must agree to terms and conditions to do further registration processes given below:

• Step 1: Initial Account Creation

• The representative must navigate to the Registration Page and provide:

• Unique User ID & Password: The user needs to create a user ID and password, and an already existing user ID cannot be created.

• Contact Details: Phone number and email ID. The given email ID will be verified using OTP, and if it is valid, then and only then will the further registration process be allowed to proceed.

• Organization Identity: Official organization name and the representative’s specific role within the entity.

• Step 2: Profile Completion & Business Validation

• Upon the first login, the user must complete the organizational profile:

• PAN Validation: Enter the business PAN and the name exactly as it appears on the PAN card.

• Business Details: Enter the official registration/incorporation date.

• Office Management: Add the primary office location. Users may add multiple locations, but once an office location is saved, it cannot be edited or deleted.

• Bank Account Management: Add one or more bank accounts. One must be designated as the "primary" account. Once a bank account is added, it cannot be edited or deleted.

• Step 3: Mandatory Identity Verification

• To activate the account, the buyer must complete the digital KYC process via the "Verification" tab:

• Live Document Capture: Users must capture live images of the organization's Aadhaar Card, PAN Card, etc., using their device's camera.

• Strict Prohibition: Uploading pre-captured images or documents from the device gallery is strictly forbidden.

• Geofencing Requirement: Document images must be captured while the user is within a 1 km radius of the registered office location.

• Time Limit: The entire verification submission (capturing and uploading) must be completed within 30 minutes of profile creation. If this window expires, the verification request is automatically cancelled, and the user must restart the process.

• Approval and Fees

• Admin Review: After successful submission, the Private e-Marketplace Admin panel will review the documents. This process takes a minimum of 24 hours.

• Account Activation: Approval is not granted before the 24-hour mark. Once approved, the buyer will receive an email notification, after which they may log in and participate in the marketplace.

• Cost of Registration: There are no fees for registration or account verification for buyers.

• Financial Disclosures: Because registration is free, buyers are not required to provide annual turnover details for account verification purposes.

• If you have already registered, then:

• Open the login page.

• Enter the registered phone number and password.

• Enter the captcha code.

• Click on the Login button to access the account.

• *Note: It is compulsory to log in after registration to access the portal.*

• While trying to log in, if you forget the password you set, you can change your password by following the below process:

• Click on the Forgot Password option on the login page.

• Enter the registered email ID.

• A password reset link will be sent to the email.

• Click on the Reset Password link/button in the email.

• Set a new password and confirm it.

• Submit/update the new password.

• Return to the login page and log in again using the new password.

• The Direct Purchase feature enables buyers to procure products directly from listed sellers without participating in tenders or reverse auctions.

• The buyer logs in to the Private e-Marketplace platform using verified credentials.

• The buyer navigates to the Products page.

• The buyer can:

• Browse different product categories and subcategories,

• View product listings and detailed product pages,

• Review specifications, pricing, and other product information.

• To initiate a purchase, the buyer selects the Direct Order option from the product listing or product detail page.

• Direct purchase is subject to order value limits as defined by Private e-Marketplace:

• Individual buyers: Order value must be below the prescribed limit.

• Non-individual buyers: Order value must be below the prescribed limit.

• The system validates buyer eligibility and order value before proceeding.

• The buyer enters required order details, including:

• Quantity,

• Delivery location(s),

• Consignee details (if different from buyer).

• The buyer may add multiple consignees across multiple locations within the same state, where applicable.

• An expected delivery date must be specified and must be at least five (5) days after the order creation date.

• Providing a GST number is mandatory for placing a direct order.

• After confirming order details, the buyer proceeds to payment.

• Product price is NOT paid on the Private e-Marketplace platform.

• The buyer is required to pay only the Private e-Marketplace platform fee, calculated as:

• 0.1% of the total order value (plus applicable taxes, if any). Also GST will be included at 18%.

• After the seller accepts the order and pays the fees, the buyer will be able to see the seller details.

• Once platform fees are paid, the order is officially created and reviewed by the seller.

• The seller may Accept or Reject the order.

• After acceptance, the seller dispatches the goods and the status changes to Dispatched.

• Upon physical receipt of the goods, the buyer or consignee must select the “Order Received” option and upload at least one received order image as proof of delivery.

• After successful confirmation of order receipt, the system generates an acceptance report containing all order and payment details.

• Once the Acceptance Report is generated, the order status is marked as Completed, and buyer/seller details become fully visible.

• The Tender feature enables buyers to procure products through bidding, reverse auctions, or a combination of both. The following flow governs tender creation, execution, and post-order completion on the Private e-Marketplace platform.

• The buyer logs in to the Private e-Marketplace platform using verified credentials.

• After that for creating tenders buyer have two different type of tenders creation options as below:

• For Custom tender:

• The buyer navigates to the market page.

• Select category and sub-category for desired product.

• Select all the golden specification and required specifications for the product.

• And clicks to create tender button and gets redirected to tender creation page.

• For Regular tender:

• The buyer navigates to the Products page.

• Only one product can be added to the cart, and tender can be created for a single product only.

• The buyer opens the cart and selects Create Tender.

• The system redirects the buyer to the Tender Creation page.

• The Product Details section is displayed in read-only mode for review.

• The buyer selects the tender type: Bid, Reverse Auction (RA), or Bid to RA.

• Based on the selected tender type, the system dynamically displays the required and optional fields.

• Bid Tender:

• Bid start date and time,

• Bid end date and time,

• Bid open date and time,

• Contract period.

• Optional qualification and evaluation parameters may be added as per buyer requirements.

• Reverse Auction (RA):

• RA start date and time,

• Contract period.

• Bid-related dates are automatically calculated by the system.

• Bid to Reverse Auction (Bid to RA):

• Bid start date and time,

• Bid end date and time,

• Bid open date and time,

• RA start date and time,

• Contract period.

• The buyer must enter delivery and consignee details for each product.

• For delivery, the buyer may add multiple consignees across different locations where applicable.

• The buyer must enter the quantity for each consignee, which will be used to calculate the total quantity.

• While entering consignee details:

• GST number verification is mandatory,

• The tender cannot proceed without successful GST validation.

• The buyer can upload the ATC (Additional Terms and Conditions) document if required. If it is added, then sellers will find it in the tender document.

• The ATC document defines tender-specific requirements and conditions.

• To publish the tender, the buyer must pay the applicable tender creation platform fee as defined by Private e-Marketplace as per guidelines based on tender-type like custom tender or regular tender.

• Upon successful payment:

• The tender is published on the platform,

• Eligible sellers are able to view and participate.

• Bid Tender:

• Sellers submit bids during the bid period.

• After bid completion, the buyer reviews all submitted bids.

• The buyer selects a seller, who may accept or reject the order.

• Upon acceptance, an order is created.

• RA Execution:

• Eligible sellers participate in the reverse auction.

• After auction completion, the system identifies the lowest bidder (L1).

• Upon seller acceptance, an order is created.

• Bid to RA:

• Sellers first participate in the bid phase.

• After the bidding process is completed:

• The buyer can view all submitted bids.

• The buyer must eliminate sellers using one of the following options:

• Eliminate the highest-priced seller(s), or

• Eliminate the highest 50% of bidders.

• Only the remaining sellers proceed to the Reverse Auction phase.

• After RA completion, the lowest bidder is selected and an order is created upon acceptance.

• Once the seller dispatches the order, the order status changes to Dispatched.

• Upon physical receipt of goods:

• At the reception of the order, each consignee receives a OTP and after all the consignees receive the order and OTP, they will be verified.

• After all the consignees get verified, the buyer will get a verify option; there he has to upload received products' images. It is not necessary to add them consignee-wise.

• After receipt confirmation and image upload:

• An acceptance report and received invoice are generated.

• The Acceptance Report:

• Serves as confirmation of acceptance,

• Contains buyer, seller, product, delivery, and payment-related details.

• The Received Invoice:

• Serves as confirmation of receipt of order,

• Contains buyer, seller, product, delivery, and the billing details.

• The order is then marked as Completed.

• Organizational Representation

• Every account on the Private e-Marketplace is established as an Organization Account. Registration is as an Authorized Representative acting on behalf of the business. An individual cannot be a seller.

• Mandatory Prerequisites

• Follows the same Base Requirements as buyers, including Aadhaar/PAN, Email, Business PAN, Banking, Tax Compliance, and Registered Address.

• Additional Base Requirements

• LLPs and Companies: LLPIN or CIN will be extracted automatically based on the provided Company PAN.

• Step 1: Initial Account Creation

• Create Unique User ID & Password and verify email via OTP.

• Step 2: Profile Completion & Business Validation

• Validate PAN and register business, office, and bank account details.

• Step 3: Turnover Declaration

• Mandatory declaration of turnover for the last three (3) financial years to calculate registration fees.

• Registration Fees

• Base Fee: Rs.25,000 for turnover up to Rs.25 Crore.

• Incremental Fee: Additional Rs.100 for every Rs.1 Crore above the base limit.

• Account Activation and Verification

• Instant Verification: Profiles are verified automatically upon successful fee payment with no admin wait time.

• If you have already registered, then:

• Open the login page.

• Enter the registered phone number and password.

• Enter the captcha code.

• Click on the Login button to access the account.

• Note: It is compulsory to log in after registration to access the portal.

• While trying to log in, if you forget the password you set, you can change your password by following the below process:

• Click on the Forgot Password option on the login page.

• Enter the registered email ID.

• A password reset link will be sent to the email.

• Click on the Reset Password link/button in the email.

• Set a new password and confirm it.

• Submit/update the new password.

• Return to the login page and log in again using the new password.

• The seller logs in to the Private e-Marketplace platform using verified credentials.

• From the Seller Dashboard, the seller navigates to Catalog → Products.

• The seller selects Add New to initiate product creation.

• The seller selects the appropriate product category and subcategory.

• Category selection determines the applicable specifications and golden specifications.

• The seller enters all mandatory product details, including:

• Product title and description (without brand or model names),

• Base price and minimum mandatory discount,

• Product quantity and unit details.

• The seller may:

• Select states and cities where the product will be available for sale,

• Configure state-wise pricing,

• Apply state-wise discounts, where applicable.

• The seller selects all relevant product specifications.

• Golden specifications must be selected where required.

• The seller may clone specifications by referencing an existing product ID.

• The seller must upload:

• A minimum of three (3) product images (mandatory),

• Optionally, one product video.

• Images must not contain brand names, logos, or watermarking.

• After completing all required fields, the seller submits the product for verification.

• Upon submission, the product status is set to Pending.

• While in Pending status, the product cannot be edited.

• All submitted products are reviewed by the Private e-Marketplace admin team.

• Verification typically requires a minimum of 24 hours.

• Admin review may result in approval, notification, or rejection.

• Product Statuses:

• The product is partially created and not yet submitted.

• The seller may freely edit all details.

• The product has been submitted for admin verification.

• The seller cannot edit the product during this status.

• The admin identifies errors, missing information, or policy non-compliance during verification.

• The seller receives a notification specifying the required corrections.

• In this status:

• The seller can edit the product,

• The seller may correct the notified issues,

• The product must be resubmitted for re-verification.

• The product has been approved by the admin.

• The product is verified but not yet visible to buyers.

• The seller may update prices or stock without editing the full product record.

• The product has failed verification due to non-compliance.

• Rejected products cannot be edited.

• To list the product again, the seller must create a new product entry.

• This flow describes how sellers handle direct purchase orders placed by buyers on the Private e-Marketplace platform.

• When a buyer places a direct purchase order and completes platform fee payment, the order appears in the seller’s Orders section on the Seller Dashboard.

• The seller receives a notification indicating a new direct purchase order.

• The seller opens the order to review:

• Product details,

• Quantity and specifications,

• Delivery and consignee details,

• Expected delivery date.

• At this stage, no product payment is received through the Private e-Marketplace platform.

• The seller must explicitly choose to accept or reject the order.

• If the seller accepts the order:

• The seller becomes contractually obligated to fulfill the order as per the agreed terms.

• The order status updates to Seller Accepted.

• If the seller rejects the order:

• The order is cancelled.

• Applicable platform rules and penalties may apply.

• After accepting the order and paying fees, the seller will be able to see buyer details and contact further on his own if required.

• After order acceptance:

• Product payment is handled directly between the buyer and the seller, outside the Private e-Marketplace platform.

• Private e-Marketplace does not participate in, control, or verify the commercial payment for the goods.

• Upon accepting the direct purchase order, the seller is required to pay:

• 0.1% of the total order value as Private e-Marketplace platform fees as per mentioned in taxes & duties guideline.

• Platform fee payment is mandatory for proceeding with order fulfillment.

• A payment receipt is generated and made available in the order details.

• After receiving confirmation of commercial payment from the buyer (outside the platform), the seller dispatches the goods.

• To mark the order as dispatched, the seller must:

• Click the “Dispatched” button in the order details.

• While marking the order as dispatched, the seller must upload the following documents for each consignee:

• Product Bill – Mandatory,

• E-way Bill,

• Transportation Bill.

• The order cannot be marked as dispatched unless all required documents are uploaded successfully.

• After physical delivery:

• The buyer or consignee confirms receipt by clicking “Order Received” and uploading delivery proof.

• Once receipt is confirmed:

• A received invoice is generated,

• The order status changes to Completed.

• The bidding process allows eligible sellers to submit price offers against buyer-created bid-type tenders on the Private e-Marketplace platform.

• The seller logs in to the Private e-Marketplace platform using verified credentials.

• From the Seller Dashboard, the seller navigates to the Tenders section.

• Tenders are displayed under different views, such as:

• Total Tenders,

• Eligible Tenders,

• Applied Tenders.

• The system automatically checks seller eligibility based on:

• Product category and specifications,

• Tender qualification criteria (if any),

• Seller verification status.

• Only eligible sellers are allowed to participate in a bid tender.

• The seller selects a tender to view:

• Product and quantity requirements,

• Specifications and golden specifications,

• Delivery locations,

• ATC (Additional Terms and Conditions),

• Bid timelines and contract period.

• During the active bid period, the seller submits a bid price for the tender.

• The bid is submitted through the Private e-Marketplace platform only.

• Once submitted:

• The bid becomes visible to the buyer,

• The bid is recorded with a timestamp.

• The seller may withdraw and re-submit a bid for the same tender.

• A seller may participate in a single tender up to three (3) times.

• After reaching the participation limit, the seller will be blocked from further bidding in that tender.

• When the bid end date and time are reached:

• The bidding phase automatically closes.

• No new bids or modifications are allowed.

• After bid closure, the buyer:

• Reviews all submitted bids,

• Evaluates sellers based on price and tender conditions.

• The buyer selects one seller from the bid participants.

• Once selected:

• The tender is allocated to the chosen seller.

• The tender appears under the seller’s Won Tenders section.

• The selected seller must:

• Accept or Reject the awarded tender.

• If the seller accepts:

• The seller pays the applicable platform fees, which is 0.5% of total order price with 18% GST as per mentioned in taxes & duties guideline.

• An order is created and appears in the Orders section.

• If the seller rejects:

• The seller is permanently blocked from that tender,

• The buyer may select another eligible seller

• After acceptance, order fulfillment proceeds as per standard tender order flow:

• Dispatch,

• Document upload,

• Order receipt,

• Tax invoice

• The Reverse Auction process enables eligible sellers to compete by progressively offering lower prices against a buyer’s requirement within a defined auction period.

• The seller logs in to the Private e-Marketplace platform using verified credentials.

• From the Seller Dashboard, the seller navigates to the Live Reverse Auction (RA) section.

• All active reverse auctions for which the seller is eligible are displayed along with their:

• RA start date and time,

• RA end date and time.

• The system validates seller eligibility based on:

• Product category and specifications,

• Tender requirements and ATC,

• Seller verification and compliance status.

• Only eligible sellers can view and participate in the reverse auction.

• The seller selects a reverse auction to view:

• Product and quantity requirements,

• Specifications and golden specifications,

• Delivery locations,

• ATC (Additional Terms and Conditions),

• Current lowest bid (L1),

• Seller’s own last submitted bid (if any).

• During the active RA period, the seller may submit bids through the Private e-Marketplace platform.

• Each new bid must comply with the bid decrement rules defined by the platform.

• All valid bids submitted within platform operating hours are recorded by the system.

• The reverse auction remains open until the configured RA end date and time.

• Reverse auction bids submitted after 6:45 PM:

• Are successfully recorded by the system, but

• Become visible to all participants only at 9:00 AM on the next working day.

• Reverse auction bidding resumes visibility daily at 9:00 AM until the RA end time is reached.

• Once the RA end date and time are reached:

• The reverse auction is automatically closed.

• No further bids are accepted.

• After RA closure:

• The seller with the lowest valid bid (L1) is identified as the winning seller.

• The winning seller receives the tender allocation.

• The selected seller must either

• Accept the reverse auction order, or

• Reject the reverse auction order.

• *Note: that Private e-Marketplace will be liable for taking strict actions if seller has rejected too many tenders*

• If the selected seller accepts:

• The seller proceeds with platform fee payment, which is 0.5% of total order price with 18% GST on it as per mentioned in taxes & duties guideline.

• An order is created in the seller’s Orders section.

• If the selected seller rejects:

• The tender is offered to the next lowest bidder (L2).

• This process continues sequentially (L3, L4, …) until a seller accepts or all bidders are exhausted.

• After acceptance:

• The seller fulfills the order as per tender conditions,

• Dispatches the goods,

• Uploads mandatory documents,

• Completes the order lifecycle upon buyer receipt and Acceptance Report generation.

• Bid to Reverse Auction (Bid to RA) is a two-stage procurement process on the Private e-Marketplace platform that combines bidding with a reverse auction. In this model:

• Sellers first participate in a bid phase, where they submit initial price bids.

• After the bid phase ends, the buyer evaluates all submitted bids and eliminates selected sellers.

• Only the remaining sellers are allowed to participate in the reverse auction (RA) phase, where they reduce prices in real time.

• The final order is awarded to the seller offering the lowest valid bid at the end of the RA phase, subject to seller acceptance.

• All rules applicable to Bid tenders and Reverse Auctions individually are also applicable to Bid-to-RA tenders.

• While creating the tender, the buyer explicitly defines:

• Bid start date and time,

• Bid end date and time,

• Reverse Auction (RA) start date and time,

• Contract period.

• The system strictly follows these timelines:

• The bid phase ends at the configured bid end time.

• The reverse auction phase starts at the configured RA start time.

• For tender orders, the buyer cannot add expected delivery date.

• Eligible sellers view the tender in the Tenders section.

• During the active bid period:

• Sellers submit bid prices through the Private e-Marketplace platform.

• Sellers may withdraw and re-submit bids in accordance with bid participation rules.

• Once the bid end time is reached:

• The bid phase is automatically closed.

• No new bid submissions or modifications are allowed.

• After the bid phase ends:

• The buyer can view all submitted bids.

• The buyer must eliminate sellers using one of the following options:

• Eliminate the highest-priced seller(s), or

• Eliminate the highest 50% of bidders.

• Only sellers who remain after elimination are qualified for the reverse auction phase.

• Eliminated sellers are automatically removed from further participation in that tender.

• At the configured RA start date and time:

• The reverse auction phase automatically begins.

• Only the non-eliminated sellers are allowed to participate in the RA.

• During the active RA period:

• Qualified sellers submit reverse auction bids.

• Sellers can view the current lowest bid (L1) and their own submitted bids.

• The reverse auction remains open until the configured RA end date and time.

• Reverse auction bids submitted after 6:45 PM are recorded by the system and become visible to participants at 9:00 AM on the next working day.

• At the RA end date and time:

• The reverse auction automatically closes.

• No further bids are accepted.

• After RA closure:

• The seller with the lowest valid bid (L1) is identified as the winning seller.

• The tender is awarded to the identified seller.

• The selected seller must either:

• Accept the tender, or

• Reject the tender.

• If the seller accepts:

• Applicable platform fees must be paid which is 0.5% of total order price with 18% GST applied on it as per mentioned in Taxes & Duties guidelines.

• An order is created and appears in the seller’s Orders section.

• If the seller rejects:

• The seller is blocked from that tender,

• The tender is offered to the next lowest bidder in the RA ranking.

• After acceptance:

• The seller dispatches the goods,

• Uploads mandatory documents,

• The buyer or consignee confirms receipt and uploads proof,

• An Acceptance Report is generated,

• The order is marked as Completed.

• Sellers are getting a “Set to Maintenance” option on the profile page. Seller can set the profile on the maintenance and meanwhile the maintenance period all the products of seller will not be visible on the platform and the seller will not be able to participate in any bid or reverse auction process. When the user will again turn off “Set to Maintenance” option, then all the verified products will be visible on the platform automatically.

• This section describes the step-by-step process followed on the Private e-Marketplace platform for handling incidents.

• An incident may arise when a buyer, seller, or the Private e-Marketplace administration identifies an issue, dispute, or violation related to a product, tender, reverse auction, bid, order, or platform conduct.

• An incident may be initiated by:

• A buyer: A buyer can raise an incident on the seller or another buyer.

• A seller: A seller can raise an incident on a buyer or another seller.

• Private e-Marketplace administrative authority: Private e-Marketplace admin can raise incident on anyone buyer or seller. It is not possible to raise incident on Private e-Marketplace administrative authority.

• The initiating party must raise the incident through the Private e-Marketplace platform by selecting the relevant reference (product, tender, auction, or order) and submitting a description of the issue.

• Upon submission, Private e-Marketplace creates an incident report linked to the relevant transaction or listing. The incident is logged in the system and assigned a unique reference number for tracking and communication.

• Private e-Marketplace may enable a platform-based communication channel linked to the incident report. The involved parties may:

• Exchange messages,

• Share explanations or clarifications, and

• Attempt to resolve the issue amicably within the platform.

• All communications must remain within the Private e-Marketplace system.

• Private e-Marketplace reserves the right to:

• Examine transaction records, documents, bids, chats, and uploaded content,

• Request additional information or evidence from either party,

• Temporarily restrict accounts, listings, or transactions if required for investigation.

• After review, Private e-Marketplace will determine:

• Whether an incident is valid,

• Which party, if any, is at fault, and

• The appropriate resolution.

• Resolutions may include warnings, penalties, refunds, corrective actions, suspension, or other measures as per Private e-Marketplace policies.

• Once a final decision is made and actions are implemented, the incident will be marked as closed. Private e-Marketplace’s decision shall be final and binding for all parties on the platform.

• Private e-Marketplace provides an internal Support Ticket System to assist users in resolving technical, functional, or platform-related issues encountered during any stage of platform usage, including registration, verification, bidding, tendering, ordering, payments, or account management.

• A support ticket may be raised when a buyer or seller experiences any technical or operational issue while using the Private e-Marketplace platform, including but not limited to:

• Registration or login problems

• Profile or verification issues

• Errors during product listing, tender participation, bidding, or reverse auctions

• Order processing, payment, or invoice-related technical issues

• Platform performance, system errors, or unexpected behavior

• To initiate a ticket:

• The user must log in to their Private e-Marketplace account.

• From the Profile dropdown menu located at the top-right corner of the portal, the user may select the “Raise a Ticket” option.

• The user will be redirected to the Ticket Generation Page.

• On the Ticket Generation Page, the user must:

• Select the Ticket Type (for example: Technical Issue, Account Issue, Payment Issue, Order Issue, etc.).

• Based on the selected ticket type, the system will display contextual subcategories or related options.

• Select the most relevant category corresponding to the issue.

• Provide a detailed explanation of the issue in the description field.

• Upload supporting materials, such as screenshots or documents, as proof of the issue (where applicable).

• Once submitted:

• The ticket is logged in the Private e-Marketplace system with a unique ticket reference number.

• The ticket status is marked as Submitted or Pending Review.

• The user may track the ticket status from their account dashboard.

• The Private e-Marketplace support or administrative team will:

• Review the ticket details and supporting evidence.

• Verify whether the reported issue is valid and reproducible.

• Request additional information if necessary.

• If the issue is found to be valid, the ticket will be accepted and moved to the resolution stage.

• After acceptance:

• A platform-based communication channel will be enabled for the ticket.

• The user may communicate directly with the Private e-Marketplace support/admin team through this channel.

• The admin may provide clarifications, instructions, or resolution updates.

• All communications must occur within the Private e-Marketplace platform.

• Once the issue is resolved:

• The admin will mark the ticket as resolved or closed.

• The user will be notified of the resolution.

• Closed tickets will remain accessible for reference and audit purposes.

• A buyer or seller may delete their account only if they have not performed any activity on the platform other than registration and login.

• Once a buyer or seller deletes their account, they may register again using the same personal details and documents.

• Private e-Marketplace offers a one-year subscription to users. Users with an active subscription are not permitted to delete their account during the subscription period.

• Temporary account deactivation is not permitted under any circumstances.

• Prices listed on Private e-Marketplace must be fixed, shown in INR per unit, and inclusive of all the taxes and charges for all types of logistics like transportation, loading & unloading, delivery chalan, fitting and assembling, etc. (unless the product category specifically allows separate delivery charges for freight-intensive items or any location).

• For products requiring installation or commissioning, those costs must also be included in the offer price.

• When a buyer adds a product and quantity to the cart, the applicable price is locked for a period of 24 hours. If no order is placed or tender is created within this 24-hour period, the cart entry is automatically removed.

• If the seller revises the product price during or after this period, the revised price will apply when the product is added to the cart again.

• However, once an order is placed or a tender is created, the price applicable at the time of such placement or creation shall remain fixed for that transaction.

• Sellers shall not increase prices during the price-lock period, and any price reduction during this period shall automatically benefit the buyer.

• By listing products and maintaining stock, sellers agree to accept direct purchase orders without separate acceptance. Listed prices remain valid until the seller updates or removes the product. Declining orders may lead to action under Private e-Marketplace policies.

• The seller is allowed to set different prices based on locations as per his convenience.

• To ensure a fair and transparent bidding environment, the price listed or quoted by the seller must be all-inclusive (covering the cost of the product, packaging, and delivery to the specified location).

• Since the Private e-Marketplace Portal does not provide a separate field for delivery charges, sellers are strictly prohibited from demanding additional shipping or handling fees from the buyer after an order is accepted or a bid is won.

• Any attempt to solicit extra charges offline shall be considered a violation of the Code of Integrity and may result in the immediate blocking of the seller's account.

• An 18% GST is applicable on the service fees paid through the platform.

• For inter-state transactions, GST is charged as IGST @ 18%.

• For intra-state transactions (within the same state), GST is charged as:

• CGST @ 9%, and

• SGST @ 9%

• Additionally, TDS @ 2% is deducted as per applicable income tax laws.

• This TDS amount is the user’s tax liability and is deducted on behalf of the user.

• The deducted TDS is deposited with the Government against the user’s PAN and can be claimed by the user while filing their income tax return.

• Non-compliance or failure to discharge applicable tax liabilities may result in actions as prescribed under prevailing tax laws.

• All sellers and buyers on the Private e-Marketplace shall refrain from any corrupt or unfair practices, including any act intended to influence any part of the transaction or contract process. Users must maintain transparency and fairness in all Private e-Marketplace activities and take necessary steps to prevent corruption. All users agree to follow the Integrity Guidelines provided on the Private e-Marketplace portal.

• No Product Warranty: The platform, its services, and all information or products accessed through it are provided on an "as is" and "as available" basis.

• Express Disclaimer: Private e-Marketplace expressly disclaims all warranties of any kind, whether express or implied, including but not limited to the implied warranties of merchantability, fitness for a particular purpose, and non-infringement.

• Product Accuracy: Private e-Marketplace does not warrant that product descriptions, specifications, or images provided by sellers are accurate, complete, or error-free. Any reliance on such information is strictly at your own risk.

• Authorized Intermediary: All platform-related fees (including registration, tender creation, and order acceptance fees) are processed through an RBI-authorized payment aggregator.

• Limited Mandate: PRIVATE E-MARKETPLACE is authorized to collect only these service fees as consideration for providing access to the bidding and matching technology.

• Non-Refundability: For sellers, platform fees are strictly non-refundable under any circumstances. For buyers, platform fees are generally non-refundable; however, a refund may be issued if the Private e-Marketplace administration finds the refund request valid and justifiable under platform policies. In such approved cases, 2% of the refundable platform fee amount will be deducted as processing charges.

• Bipartite Agreement: The payment for the cost of goods is a direct, private transaction between the buyer and the seller.

• No Platform Involvement: Private e-Marketplace is not involved in the invoicing, collection, or settlement of the product price. The Platform does not offer escrow services or payment guarantees for the Goods.

• Mode of Payment: Buyers and sellers are free to decide their preferred mode of offline payment (e.g., NEFT, RTGS, check) at their own risk.

• Zero Liability: Private e-Marketplace shall not be liable for any payment defaults, fraudulent transfers, or financial losses occurring during the offline settlement process.

• Wallet Purpose:The User Wallet is an on-platform mechanism for managing platform fee payments and refunds, restricted to use within the Private e-Marketplace.

• Balance: Balance = Available Amount + Blocked Amount.

• Funds Restriction: Wallet funds are strictly for platform payments on the private e-marketplace only. Users are prohibited from transferring the available amount to their bank account or any external method.

• Platform GST: Private e-Marketplace will issue tax invoices solely for the Platform Fees collected through the portal.

• Buyer Operations

• Custom Tender (Two-Step Payment):

• Initial Payment:Buyer pays a fixed initial amount (e.g., Rs. 1,000) at tender creation.

• Status:This amount is immediately the blocked amount with status On Hold.

• Remaining Payment:After L1 bid selection, the buyer pays the remaining fee: (Total 0.5% Fee) - (Initial Fixed Amount).

• Tender Cancellation:The initial fixed amount is moved from the blocked to Available Amount (Status IN). It can be used for future platform fees of the same or lesser value.

• Tender Completion:The Initial Fixed Amount moves to status OUT (paid to PEM), and the buyer pays the Remaining Amount.

• Regular Tender (Single-Step Payment):

• Payment:Buyer pays the entire 0.5% of the total tender price at creation.

• Status:This entire amount is the Blocked Amount with status On Hold.

• Tender Cancellation:The Blocked Amount is released and added to the Available Amount (Status IN).

• Tender Completion:The Blocked Amount moves to status OUT (paid to Private e-Marketplace).

• Direct Purchase Order:

• Payment:Buyer pays the 0.1% of the total order price as the platform fees.

• Status: This entire amount is the Blocked Amount with status On Hold.

• Order Cancellation: If order is cancelled by seller then the amount will be released and added to the Available Amount(Status IN).

• Order Completion: The Blocked Amount moves to status OUT (paid to Private E-Marketplace).

• Seller Operations:

• Refunds:Seller fees are generally non-refundable.

• Exceptional Refunds:If a refund is approved, the amount is credited directly to the seller's wallet as Available Amount (Status IN) and is restricted to future platform use only.

• Wallet Status Definitions:

• IN (Available Amount):Amount available for use in future PEM fee payments (e.g., refunds or funds released from cancelled tenders).

• On Hold (Blocked Amount):Amount reserved for an ongoing tender/RA process; unusable until the process concludes.

• OUT: Amount successfully paid to the Private e-Marketplace as a platform fee upon transaction completion.

• Inclusive Quotes: Sellers must ensure that the price quoted in a Bid or Reverse Auction is all-inclusive, covering the product cost, packaging, and delivery.

• Tax Responsibility: The Seller is solely responsible for issuing a GST-compliant invoice for the Goods directly to the Buyer.

• Platform GST: Private e-Marketplace will issue tax invoices solely for the Platform Fees collected through the portal.

• Confirmation of Receipt: Upon physical receipt and inspection of goods, the Buyer must generate the Acceptance Report and received invoice. The seller need to generate received invoice after the completion.

• Settlement Trigger: While Private e-Marketplace does not handle the funds, the generation of the Acceptance Report serves as the formal record that the transaction is completed on the platform. Buyers are advised to complete their offline payments only after satisfying themselves with the quality of the goods received.

• Neutral Intermediary: You expressly acknowledge that Private e-Marketplace does not handle, oversee, or take responsibility for the packaging, shipping, tracking, or delivery of any goods.

• Third-Party Services: Any logistics, courier, or transportation services used are third-party arrangements made directly between the buyer and seller. Private e-Marketplace is not a "bailee" or "carrier" and shall not be liable for any transit damage, delays, or loss of goods.

• The seller must state the quantity they can supply within the given delivery period. This information becomes part of the Private e-Marketplace contract and is binding on both the seller and the buyer. Any change in delivery timelines must be made only with mutual agreement and added to the contract. Timely delivery is a key requirement, and the seller must complete delivery within the agreed dates.