Vendor Suspension and Termination Policy

This policy explains the circumstances in which Vicsmall may restrict, suspend or terminate a Vendor Account, and what happens to listings, Orders, funds and records after action is taken.

Capitalised terms not defined in this policy have the meanings given in the Vicsmall Vendor Terms and Agreement.

Depending on seriousness, evidence and urgency, Vicsmall may use guidance, a warning, training, a corrective-action plan, reduced visibility, removal from promotions, Product removal, withdrawal restrictions, Settlement holds, temporary suspension or termination.

Vicsmall may take immediate protective action before completing an investigation where customer safety, fraud, legal compliance, funds, data or Platform security may be at risk.

Vicsmall may act where the Vendor breaches the Vendor Agreement; fails verification; owes money; lists illegal, counterfeit or unsafe Products; misuses Buyer data; manipulates reviews, sales or affiliate attribution; avoids fees; submits false dispatch evidence; or presents another material risk.

Order-management defaults include repeated failure to respond within 30 minutes, continued non-response after the 60-minute operational contact, no response within two hours, repeated Order reassignment, failure to meet the 24-hour or 24-to-48-hour hub window, inaccurate stock, late cancellation and unauthorised substitution.

Performance concerns may also include sustained Risk Vendor status, poor delivery success, high complaint or return rates, authenticity concerns and failure to complete a corrective-action plan.

Possible action includes a warning, training, corrective-action plan, Vendor Score reduction, movement to Risk Vendor tier, lower visibility, removal from promotions, temporary pause on new Orders, Order reassignment, Product removal, Settlement reserve, withdrawal restriction, temporary suspension or permanent termination.

Protective action may be immediate where Buyer safety, fraud, counterfeiting, data security, regulatory obligations or dissipation of funds is at risk.

Where appropriate, Vicsmall will provide the general reason for an action and an opportunity to submit information or evidence. Vicsmall may withhold confidential fraud-detection, security, third-party or legally restricted information.

Urgent action may be taken without advance notice.

A Vendor may terminate the Vendor Agreement by giving 30 days' written notice or completing the account-closure process. The Vendor remains responsible for existing Orders, returns, chargebacks, refunds, debts, warranties and other outstanding obligations.

Vicsmall may terminate a Vendor Account on 30 days' notice without cause, or immediately for a serious or material breach.

Immediate termination may apply to fraud, counterfeiting, illegal Products, serious safety risk, repeated intellectual-property infringement, bribery, deliberate fee avoidance, falsified identity, serious data misuse, threats or abuse, refusal to cooperate with a lawful investigation, or repeated breaches following warnings.

Vicsmall may allow accepted Orders to complete, cancel them or reassign them to a Backup Vendor. The affected Vendor must cooperate with dispatch, return, recall and dispute handling.

No settlement is due for rejected, missed or reassigned Orders. Completed pre-action Orders retain their Commission Snapshot. Pending funds may be held for delivery, returns, chargebacks and disputes, and amounts owed may be set off.

A Vendor Commission Override or Product Commission Override may be suspended or withdrawn prospectively where its qualifying conditions are no longer met. This does not ordinarily change the Commission Snapshot for an earlier Order.

Vicsmall may retain transaction, compliance, fraud-prevention, legal and tax records for lawful purposes. Termination does not remove rights or liabilities arising earlier.

Payment, refunds, warranties, indemnity, intellectual property, data protection, confidentiality, dispute resolution and liability provisions may continue where necessary.

A Vendor seeking review should use the Vendor Dashboard or support email and provide the account details, affected Products or Orders, the decision being challenged, a clear explanation and supporting evidence.

A review does not automatically lift a protective hold or suspension. Vicsmall may uphold, modify or reverse the action based on the evidence and continuing risk.

A terminated or suspended Vendor must not create a new account or use another person's account to avoid enforcement. Re-registration is permitted only with Vicsmall's written approval and any required re-verification or remediation.