Refund Policy

This Refund Policy governs the refund rules applicable to transactions conducted on the Private E Marketplace platform, operated by Private E Marketplace.

Private E Marketplace operates solely as a digital procurement marketplace and intermediary connecting buyers and sellers. Private E Marketplace does not manufacture, sell, deliver, or process payments for goods listed on the platform.

Accordingly, refund eligibility differs depending on whether the payment relates to:

• Private E Marketplace platform service fees, or
• Commercial payments for goods made directly between buyers and sellers.

This Refund Policy must be read together with the General Terms and Conditions (GTC) and any applicable Special Terms and Conditions (STC) or Additional Terms and Conditions (ATC) governing specific procurement transactions.

Platform fees charged by Private E Marketplace include, but are not limited to:

• Seller registration fees
• Tender creation fees
• Direct order platform fees
• Order acceptance fees
• Any other service fees charged by the Private E Marketplace platform

2.1 Non-Refundable Fees

All platform service fees are strictly non-refundable once the related platform service has been rendered, including but not limited to:

• Publishing of a tender
• Creation of a direct purchase order
• Disclosure of buyer or seller contact details
• Allocation of a tender
• Order acceptance on the platform

This policy applies regardless of whether the physical transaction is completed, cancelled, or if parties fail to fulfill obligations. Platform fees represent payment for access to the procurement infrastructure and digital services.

2.2 Exceptional Refund Cases

Private E Marketplace may consider a refund of platform fees only in exceptional circumstances:

• Duplicate payments due to system error
• Payment failures where funds were debited but service was not activated
• Technical errors preventing tender publication or order creation

Such refunds are subject to verification and may take 15–30 working days for processing.

Private E Marketplace does not process or control payments for goods sold on the platform. All payments for goods are direct transactions between buyers and sellers using mutually agreed offline payment methods (NEFT, RTGS, Cheque, etc.).

Accordingly:

• Private E Marketplace does not hold buyer payments
• Private E Marketplace does not provide escrow services
• Private E Marketplace cannot process refunds for goods

Any refund related to the price of goods must be handled directly between the buyer and seller.

If an order is cancelled due to non-delivery, quality issues, quantity mismatch, or breach of contract, the affected party must raise an incident through the Incident Management System.

Private E Marketplace may review the dispute and facilitate communication; however:

• Private E Marketplace does not guarantee refunds
• Private E Marketplace does not assume liability for payment disputes
• Refund decisions remain the responsibility of the buyer and seller involved.

If a tender or auction does not result in a successful order due to no eligible bids, seller decline, or cancellation, the tender creation fee and related platform charges remain non-refundable, as the platform service has already been provided.

Users must ensure platform fee payments are made correctly. If a user initiates a chargeback or unauthorized reversal, Private E Marketplace reserves the right to suspend the account, restrict access, recover fees, and take legal action.

Where a refund is approved by Private E Marketplace under exceptional circumstances:

• The refund will be processed through the original payment method where possible
• Processing may take 15–30 working days
• Applicable bank or payment gateway charges may be deducted where permitted by law.

To the maximum extent permitted by law:

• Private E Marketplace shall not be responsible for refunds relating to goods purchased through the platform.
• Private E Marketplace shall not be liable for payment disputes between buyers and sellers.
• Private E Marketplace shall only be responsible for refunds relating to platform service fees where explicitly approved under this policy.

For queries related to platform fee payments or refund requests: Private E Marketplace Support Team – Private E Marketplace Email: support@pem.co.in