Joom
August 31, 2020

Terms of Service for European Merchants

Please read these terms of service (“Agreement” or “Terms of Service”) carefully before using the website and services offered by SIA Joom (“Joom”). The Agreement sets out the legally binding terms and conditions for your use of the website at https://merchant.joom.com and Joom’s mobile applications (both iOS and Android) and web-site at https://www.joom.com/ (all together referred to as the “Site”). By using the Site, you agree to be bound by this Agreement, including those additional terms and conditions and policies referenced herein and/or available by hyperlinks. This Agreement applies to all merchants (those, who are selling to users of the Site and hereinafter referred to as the “Merchants”, “Merchant” or “you”). Joom Intellectual Property Policy for Merchants constitutes the integral part of these Terms of Service and is available via https://merchant.joom.com/ip-policy/.

The contents of this Agreement include the main body as well as all the terms, conditions and policies including (but without limitation) legal statements, privacy policies that have been or will be published or released by Joom at any time. All terms, conditions and policies are an integral part of this Agreement and shall have the same legal effect as the main body of this Agreement.

Joom reserves the right to change some or all the terms, conditions and policies of the service at any time. When Joom launches new terms of this Agreement, the new terms shall come into force as the merchant presses the button “Agree”. You log in or continue to use the “Service”, which means that you have read and accepted the revised, updated Agreement. If Merchant does not agree to any alteration or updates of terms, conditions and policies, Merchant must immediately terminate this Agreement by submitting a written notice to Joom. Unless separately stated, any new content that will expand the scope of this Agreement shall be subject to this Agreement and shall be considered as a part thereof.

1. Joom as a Marketplace and Merchant’s Agent

1.1. Joom provides a platform for Merchants who comply with Joom’s policies and requirements to offer and sell certain items.

1.2. Joom acts as a commercial agent of a Merchant within the scope of powers, rights and authorities set in this Agreement, including the powers and rights to negotiate and conclude transactions between Merchants and buyers on the Site, set the final price for the items listed on the Site (“Items”), ensure the delivery of Items sold via the Site, issue invoices for such Items, and (at Joom’s sole discretion) assist Merchants in the receipt and processing of buyer’s claims for refund and guarantee on behalf of Merchant.

Joom, as a commercial agent of Merchant, acts in Merchant’s name and at Merchant’s expense. Joom does not act as a commercial agent for a buyer.

1.3. Buyer’s payment obligation to Merchant shall be deemed as performed upon receipt of buyer’s payment by Joom (or its payment services provider, as applicable), and Joom via its payment services provider, as applicable, is responsible for remitting the funds to Merchants in the manner described in Joom’s and Merchant’s agreement with payment services provider. If Joom (via payment services provider) does not remit any such amounts to Merchant, Merchant will have recourse only against Joom (its payment services provider, as applicable) and not the buyer directly.

1.4. Notwithstanding the above mentioned in clause 1.2, Joom has no control over the quality, safety, morality or legality of any aspect of Items, the truth or accuracy of the listings, the ability of Merchants to sell Items or the ability of buyers to pay for Items.

Joom reserves the right to refuse Merchant’s application in the following cases:

  • Absence of registration documents requested by Joom. To be admitted to the Site the Merchant shall be a legal entity or an entrepreneur properly registered in one of the EU countries as such legal entity or entrepreneur and shall be properly registered for VAT purposes in the country of its principle place of business and/or, where applicable and required, in the country of destination (i.e. the country of customer’s residence).
  • Merchant’s product listing contains products either generally prohibited on Joom or prohibited and/or restricted for sale through the Site in the country of destination (i.e. the country from which the product can be ordered by the user) and/or in the Merchant’s country. Please also refer to paragraph 3.
  • Merchant has low ratings on other marketplaces (e-commerce platforms) or is not present on them at all.
  • There are bad references from trusted sources.

2. Merchant’s Eligibility

2.1. Merchants’ registration on the Site is available only to duly established in the EU entities and entrepreneurs only. By entering into Agreement, you represent and warrant that all information provided by you or any other information which may be provided in the future is full, accurate and up to date and you are duly authorized to sell your Items through the Site in accordance with the requirements of this Agreement. Joom may refuse to provide an access to the Site to any entrepreneur or entity and change the Merchant’s eligibility criteria at any time upon its discretion.

2.2. You undertake to comply with all applicable laws and regulations regarding online sale, advertising (by offering Items you therefore advertise them on the Site) and any restrictions which apply to you and your activity on the Site. You hereby agree that you are fully responsible for any breach of such obligation (as well as any other obligation under or in connection with this Agreement) including the responsibility for any losses and damages that may be caused by such breach (including those arising from the claims of the third parties). You undertake to observe all Joom’s policies as stated in the Agreement and any other rules, policies and procedures that may be published from time to time on the Site by Joom, each of which may be updated by Joom from time to time without notice to you.

2.3. You agree to immediately notify Joom of any unauthorized use of your password or any breach of security. You also agree that Joom cannot and will not be liable for any loss or damage arising from your failure to keep your password secure. You undertake not to provide your username and/or password information to any other party other than Joom without Joom’s express written permission.

2.4. You shall keep your account information up-to-date and accurate, including a valid email addresses and correct bank account and any other payment details. To be able to sell Items on Joom you shall provide and maintain a valid payment information. If you do not comply with the aforementioned provisions, you assume all responsibility for losses caused by such failure to comply.

2.5. You have no right to transfer or sell your Joom Merchant account and username to another party.

2.6. Joom’s services are not available to Joom Merchants with temporarily or indefinitely suspended accounts. Joom reserves the right to refuse service to anyone, for any reason, at any time. Products that do not comply with Joom’s policies will be deleted from the Site. Merchants with repeated instances of noncompliance may have their accounts removed, access to the Merchant Dashboard revoked, and/or transactions cancelled.

3. Prohibited Items

3.1. Every Merchant is responsible for observing applicable EU laws and regulations as well as applicable laws and regulations of any other country of destination, Joom’s policies and procedures, shipping restrictions and any other restrictions applicable to the Items and the selling process.

3.2. There are some types of Items that we don’t allow on the Site, even if they are legal and otherwise meet Joom’s selling criteria. The following types of Items may not be listed on Joom:

  • Certain animal and plant species (such as exotic animals).
  • Counterfeits.
  • Goods coming from outside the EEA that have not been introduced in the EEA with the owner of the IP right or with its consent.
  • Cultural heritage.
  • Drugs and illegal substances.
  • Firearms, explosives and ammunition.
  • Human cells, genes, organs and body parts.
  • All medicines (or other medical products and devices).
  • Orthopedic products and prosthesis.
  • Products that incite violence, fostered racial, ethnic or religious hatred, or advocated discrimination against any group.
  • Radioactive material, flammable material, combustible, corrosive and explosive materials.
  • Stamps in current use.
  • Tobacco in general (including electronic cigarettes and hand rolling).
  • Alcohol and drinks.
  • Products without certificates or licenses which are mandatory for such types of products according to the EU regulations, applicable legislation of the country of origin and/or country of destination.
  • Goods that do not comply with general or specific advertising or labelling rules applicable in the EU and/or the country of destination.

3.3. Products listed in paragraph 3.2 will be removed from the Site, and the Merchant’s selling privileges may be suspended and/or terminated.

3.4. In case of sale of non-perishable food products and food supplements (if permitted by the EU regulations, the applicable legislation of the country of origin and the country of destination), you guarantee and warrant that:

  • Such products comply with the applicable legislation relating to food products (including, but not limited to any applicable customs regulations/restriction).
  • Such products have labels with all mandatory information required by the country of origin and/or the country of destination (including EU Regulation No. 1169/2011 of 25 October 2011 on the provision of food information to consumers, local regulations of the country of origin and the country of destination regarding labelling and provision of the information on the local language).
  • Information provided on the products is full and not misleading. Such information includes, inter alia, characteristics of the food and, in particular, as to its nature, identity, properties, composition, quantity, durability, country of origin or place of provenance, method of manufacture or production. Such information shall not attribute to the food effects or properties which it does not possess.
  • Food supplements do not fall into the categories of medicines and do not require obtaining mandatory certificates (or, if food supplements require such certificates and can be sold online according to the applicable legislation, you guarantee and warrant that all necessary certificates are obtained).
  • Food supplements marked as such products and that description and labeling of such products do not attribute to food supplements the property of preventing, treating or curing a human disease, or do not refer to such properties.

You hereby also guarantee and confirm that you are duly authorized to sell such products under any applicable legislation and agree that you remain entirely and exclusively liable for the sale of such products.

3.5. Please note that the Site’s audience may include children as young as 13 years of age. Items that may be inappropriate for children to view or buy may be considered as inappropriate for Joom.

4. Trade Control Laws

4.1. You must comply with all applicable laws and regulations of the EU and the country of destination when selling Items on Joom. You are responsible for determining all applicable trade control, customs and tax laws, obtaining any required government authorizations, and are liable for any penalties resulting from non-compliance.

5. Sanctioned Countries, Entities, and Individuals

5.1. Economic sanctions laws in the European Union, the United States and a number of other countries prohibit or restrict unlicensed transactions with parties (i.e., individuals, entities, government regimes) identified as engaging in terrorism, narcotics trafficking, weapons proliferation and other activities that threaten those countries’ national security, foreign policies or economies (“Denied Parties”). Various government agencies publish lists of such parties (“Denied Parties Lists”). In addition, many countries maintain trade sanctions and embargo programs against specific countries (“Sanctioned Countries”), such that unauthorized transactions involving these Sanctioned Countries are prohibited or restricted.

In order to comply with these and other legal requirements, it is Joom general policy that Items imported from or originating in the following countries and regions may not be sold on Joom:

  • Cuba
  • Iran
  • North Korea
  • Syria
  • Sudan
  • Crimea Region

No shipments or sales to parties in any of these countries may be conducted through Joom.

Accounts may not be opened or affiliated with a country or region that Joom does not support.

5.2. Additionally, Joom does not do business with or otherwise engage in or facilitate transactions involving individuals or entities that are subject to sanctions or other applicable trade control restrictions. This includes, but is not limited to parties listed on: the Specially Designated Nationals (SDN) and Foreign Sanctions Evaders (FSE) Lists maintained by the U. S. Department of the Treasury; the Entity List, Unverified List and Denied Persons List maintained by the U. S. Department of Commerce; the Consolidated list of persons, groups and entities subject to EU financial sanctions maintained by the European Union; the Consolidated List of Financial Sanctions Targets maintained by Her Majesty’s Treasury in the United Kingdom; the Consolidated List of Names, maintained by the Canadian Office of the Superintendent of Financial Institutions. This also includes certain parties that are owned or controlled by Denied Parties.

5.3. You must ascertain and comply with any additional sanctions compliance requirements that apply to your transactions, including updates to U. S. law. Non-compliance with U. S. sanctions laws and regulations can result in significant civil and/or criminal monetary penalties, as well as possible imprisonment, seizure of goods, and/or a ban from conducting business with U. S. companies.

6. Fees, Payments and Delivery

6.1. Joining and setting up a shop on Joom is free, unless Joom notifies otherwise. Joom’s commission for the commercial agent’s services under this Agreement amounts to 15 % from each Item’s original price (including VAT) agreed between Joom and Merchant and which is adjusted considering sales, promotions, special deals in accordance with clause 6.9 of this Agreement. Unless otherwise stated, all prices and fees are quoted in Euro. Joom reserves the right to determine a new applicable commission at any time upon its discretion.

6.2. Joom does not provide payment services. Joom is entitled to determine payment services providers who will take all necessary actions for payment, acceptance, acquiring, processing and servicing of payments associated with transactions between Merchant and buyer (“Payments service provider” or “PSP”). Joom reserves the right to designate any number of PSPs.

6.3. Joom supports business relations only with Merchants that use the payments services of PSP(s), designated by Joom. Merchant is responsible for performance of its obligations arising out of legal and business relations between Joom, Merchant and PSP, including paying all fees and providing all documents and information required by PSP. PSP shall hold the funds on behalf of Merchants and shall be responsible for provision of other payment services (remittance, withdrawal, etc.) in accordance with the agreements concluded by Merchant with PSP.

6.4. Merchant hereby authorizes Joom to:

6.4.1. Collect, process and disclose to PSP in connection with PSP payment services all necessary information on Merchant, its transactions that have been concluded on the Site with buyers.

6.4.2. Open accounts for the purpose of providing payment services by PSP to Merchant and send instructions to PSP to deduct the funds in these accounts to repay the amounts owed by Merchant to Joom under this Agreement and credit any amount into such account as determined by Joom in accordance with this Agreement.

6.4.3. Instruct PSP to freeze, unfreeze, credit, remit or debit the Merchant’s account with PSP. The amount of the funds subject to freeze (minimal security deposit) shall be set in the relevant section of Joom Help Center’s information. In any case the withdrawal is available only after a safety clearance period of maximum 75 days and only in the amount available to you.

6.4.4. Issue invoices on behalf of Merchant for the sale of Items on the Site, taking into consideration necessary deductions of fees, compensation and remuneration owed to Joom and its engaged service providers.

6.5. Merchant may withdraw the authorization given under clauses 6.4.1.-6.4.3 of this Agreement by giving seven days’ prior written notice to Joom and PSP. The withdrawal of authorization shall be deemed effective upon expiration of the notice period stipulated in this clause and shall not have retroactive effect, i.e. it shall not apply to the transaction and/or activities of the Merchant and/or Joom and/or PSP occurred prior to the expiration of the notice period set out in this clause.

6.6. Merchant shall ensure that account balance with PSP has sufficient balance for payments of funds owed to Joom. You are responsible for paying all fees and applicable taxes associated with using the Site and selling Items on the Site.

6.7. Merchants are required to list prices for Items they sell through the Site and to provide Joom with a shipping price (including the return shipping costs in case the customer expresses its wish to return the item within any period from the order date until 14 calendar days followed after the date of the item’s receipt or under the guarantee). A return label is enclosed in each parcel sent for potential return of the goods in case the customer requests so. Joom may also provide Merchants with a solution for the return shipping labels’ generation.

6.8. Joom reserves the right to:

6.8.1. Set or adjust the final prices of Items and determine the shipping costs displayed to users.

6.8.2. Initiate sales, promotions, special deals in relation to Items offered by Merchants on the Site.

Provisions of clauses 6.8.1 and 6.8.2 do not affect the amount or percentage Joom has agreed to pay to Merchant for Items sold by such Merchant (provided in clause 6.1. above).

6.9. Sales, promotions, special deals initiated by Merchant on the Site are subject to a prior written approval by Joom and shall be made in compliance with the applicable EU laws and regulations and the laws and regulations of the Merchant’s place of business. Joom and Merchant may agree on other sales, promotions, special deals in relation to Items offered by Merchants.

6.10. Unless otherwise informed by Joom, the default payment period for Merchants is 30 calendar days since the shipment date, confirmed by the data of the tracking number. Joom intends to provide necessary information to PSP for the pay-out to Merchant not later than 30 calendar days from the shipment date. 

Joom will pay Merchants for their completed transactions 2 times a month. This payment will be a net amount: Merchant’s items’ prices less Joom’s commission, any refund and compensations. In the event Joom introduces a new service, the fees for that service (added to a commission defined in 6.1.) are effective from its launch date and will be charged from amounts payable. Transactions that cannot be confirmed as delivered may be ineligible for payment.

6.11. Ordered Items shall be shipped by Merchants to customers at the Merchant’s expense within 4 business days after payment receipt date by Joom’s PSP.

6.12. Any return of the item in accordance with a guarantee (as determined in Joom’s policies) or if done after the order has been made or within 14 calendar days after the item’s receipt must be free of charge for the buyer and shall be done at the Merchant’s expense. In other cases, returns shall be made at the expense of the buyer. All Items may be returned except for those Items which cannot be returned under the applicable laws and regulations of the country of destination. Merchant is obliged to indicate a full information with all necessary details for a return shipping and is liable for any losses caused by failure to meet these requirements.

6.13. In the event Joom introduces a new service, the fees for that service (added to a commission defined in 6.1.) are effective from its launch date.

7. Listing and Selling

7.1. By listing an item on the Site, you warrant that you and all aspects of the item comply with Joom’s published policies (regarding IP rights protection, guarantees, personal data protection, advertising, etc.). You also warrant that you are legally authorized to sell the item. You must accurately describe your item and all terms of sale on your Joom account page. Your listings may only include reliable text descriptions, graphics, pictures and other contents relevant to the sale of that item. All Items must be listed with appropriate and truthful tags. Each listing must accurately and completely describe Item(s) for sale in that listing. If the “in stock” quantity is more than one, all Items in that listing must be identical.

7.2. All sales made via the Site are binding for Merchants. The merchant is obligated to ship the order or otherwise complete the transaction with the buyer in a prompt manner, unless there is an exceptional circumstance, such as: the transaction cannot be completed due to laws, regulations, policies, natural disasters, wars, strikes and other unforeseen factors. The cost and losses arising from not completing orders in time shall be undertaken by Merchant.

8. Ranking. Promotional Activities

8.1. Ranking of products as the results of the user’s search query may depend on several factors and their various combinations, aimed at optimizing the search query results for a particular user. In order to provide the user with the most relevant search results, the ranking algorithm uses, inter alia, the wording of the query (products containing the words corresponding to the search query will be prioritized and will appear among the search query results more frequently); the product’s category; the product’s name, description and tags; the Merchant’s store name and the brand name (the degree of matching the search query wording with the names of the store and the brand, and the popularity of the store and the brand affect the search query results); quality (such as relevance and clarity) of the information on the product provided by the Merchant and its level of detail. The accurate and complete product description, clear and full name of the product, product’s photos of high quality among other factors may lead to the increase in the product’s card views by the users and, therefore, may affect the frequency of the product’s appearance among the search query results. Additionally, there are a number of factors that influence results of the search query and depend merely on the user or users (for example, particular user’s preferences or product reviews), but cannot be subject to the Merchant’s actions. The above-mentioned factors as well as those that may influence the results of the query in a particular case affect the query result in different combinations.

8.2. There are certain promotional instruments available to the Merchant, the information on which can be found in the Merchant’s Help Center, such as special promotions, daily promotions, and Joom Ads (Joom Ads Terms of Service with detailed information about the tool available at https://merchant.joom.com/ads-terms/). The Merchant’s products participating in the promotions will appear in the search query results among other products satisfying the above-mentioned criteria (i. e. they match the search query wording, etc.), and in addition they will be automatically prioritized over the products not participating in the promotions. Besides, the Merchant’s products participating in the promotions will be shown in the relevant search query results being supplemented by the standard discount badge or the “SALE” discount badge.

Please refer to the relevant sections of the Merchant Help Center to be sure that you are aware of the most up-to-date information on promotional instruments and how the Merchant can use them.

9. Access to Data

9.1. Joom as the provider of the platform shall store the information provided to it by the Merchant (including, inter alia, the information related to the Merchant, such as information provided by the Merchant during the registration process and KYC procedures, the Merchant’s activities on the platform, its products and orders). The information related to the Merchant and its activities on the platform is available in the Merchant’s account.

To ensure that you are aware of the most up-to-date information on the types of data provided to Joom, analytics, the Merchant’s performance metrics, please check your account on the Site and familiarize yourself with the relevant sections of the Merchant Help Center, including the “Account” section.

The access to any of the information referred above will be blocked in case of termination of these Terms.

9.2. The aggregated data, including data related to the Merchant’s performance on the platform, may be used by Joom, for example, to improve and subsequently develop the platform, create new features or increase the quality of the existing features and tools, and improve the platform’s security mechanisms.

10. Prohibited, Questionable and Infringing Items and Activities

10.1. You are solely responsible and liable for your conduct and activities on the Site and/or with regard to Joom and any and all data, text, information, usernames, graphics, images, photographs, profiles, audio, video, Items, and links (together, “Content”) that you submit, post, and display on Joom.

10.2. Restricted Activities: Your Content and your use of the Site:

  • Must not be false, inaccurate or misleading.
  • Must not be fraudulent or involve the sale of illegal, counterfeit or stolen Items.
  • Must not infringe any third-party’s copyright, patent, trademark, trade secret or other proprietary or intellectual property rights or rights of publicity or privacy.
  • Must not breach this Agreement, any Site policy or community guidelines, or any applicable law or regulation (including, but not limited to, those governing export control, consumer protection, unfair competition, anti-discrimination or false advertising).
  • Must not breach the rules set out in the Prohibited Activities and Basic Platform Rules sections of the Merchant Help Center.
  • Must not contain Items that have been identified as hazardous to consumers.
  • Must not be defamatory, libelous, unlawfully threatening, unlawfully harassing, impersonate or intimidate any person (including Joom staff or other users), or falsely state or otherwise misrepresent your affiliation with any person, through for example, the use of similar email address, nicknames, or creation of false account(s) or any other method or device.
  • Must not modify, adapt or hack Joom or modify another website so as to falsely imply that it is associated with Joom.
  • Must not solicit business for, direct sales to, or promote any website, service, or entity outside Joom.
  • Must not violate this Agreement, any rules and/or policies of the Site or any applicable law, statute, ordinance or regulation (including, but not limited to, those governing export control, consumer protection, unfair competition, anti-discrimination or false advertising).

10.3. Furthermore, you must not list any item on the Site (or conclude any transaction that was initiated using Joom’s service) that, by paying to Joom a commission fee, could cause Joom to violate any applicable law, statute, ordinance or regulation, or that violates the applicable Terms of Use. Joom has the right to freeze the account temporarily or permanently. Joom reserves the right to refund the loss with your frozen capital.

10.4. Merchant authorizes Joom as an agent of Merchant to handle and resolve buyer’s claims and complaints that relate to refunds and guarantee in accordance with the policies set by JOOM and/or PSP. All the payments owed to Merchant shall be made by deducting or withholding the amounts of refund, compensation and other fees determined by Joom. Merchants should agree to our decision on the refunds, if they believe they are unduly affected, they should follow Joom’s standard Merchant dispute route. Joom will notify you of the result and reserve the right of final explanation. Joom may decide to implement a policy that allows Joom to withhold payment or other due payments according to this Agreement. If Joom has reasonable doubts to believe that any actions or behaviors of the Merchant may cause disputes and/or may lead to fees, penalties or customers’ claims, Joom has rights to make necessary steps to postpone payments to the Merchant and/or withhold amount payable or other due payments according to this Agreement, until all investigations of those actions and behaviors have completed.

10.5. You agree that Joom has no obligations to keep information, update information or send you the latest information in the case of suspending or ceasing your account.

10.6. Without limiting Joom’s remedies for any violation of any provision above (or any other provision in any other agreement between you and Joom), if Joom (in its sole discretion) determines that you violate any of the above provisions, Joom may, temporarily or permanently, freeze your account (including, without limitation, any amounts therein and any payment to you therefrom).

10.7. You agree to fully indemnify and hold Joom harmless for any losses, damages, costs, expenses (including legal fees) and liabilities which Joom may incur in connection with any suit, claim, proceeding or complaint caused by Merchant’s infringement of any third-party’s copyright, patent, trademark, trade secret or other proprietary or intellectual property rights or rights of publicity or privacy as well as any violation of Joom Intellectual Property Policy for Merchants. Joom reserves the right to use any other remedy available under this Agreement or the applicable law in case of violation of a third-party rights caused by the third-party rights’ infringement by the Merchant.

11. Content

11.1. Joom does not claim ownership rights in your Content. You grant Joom a license solely to enable Joom to use any information or Content you supply Joom with, so that Joom is not violating any rights you might have in that Content. You grant Joom a non-exclusive, worldwide, perpetual, irrevocable, royalty-free, sublicensable right (with the right to authorize sublicensing) to exercise the copyright, publicity, and database rights you have in the Content, in any media now known or not currently known, with respect to your Content. You agree to allow Joom to store or re-format your Content on Joom and display your Content on Joom in any way as Joom chooses.

11.2. Joom will only process your personal information in accordance with Joom’s Privacy Policy.

11.3. Joom is the data controller with respect to any Joom user data collected through our Services. The Merchant acts as a data controller with respect to the user data in connection with performance of sale contracts concluded with such users. Merchant shall at all times comply with the applicable legislation, including but not limited to, the EU General Data Protection Regulation. The Merchant is limited to using such data for performance of the sales contract and may not use it for, among others, marketing purposes.

11.4. By posting Content on Joom, it is possible for an outside website or a third party to re-post that Content. You agree to hold Joom harmless from any dispute concerning this use.

12. Complaints. Mediation and Dispute Resolution. Exemption Clause

12.1. Both Joom and Merchant shall take reasonable steps in order to resolve any disputes amicably, timely and in an efficient manner. In the event a dispute arises between the Merchant and Joom, the Merchant shall contact Joom via merchant@joom.com or via the merchant support chat available in the Merchant’s account (standard complaint-handling procedure).

Any claim or request filed with the standard complaint-handling procedure will be reviewed by the Joom’s merchant support team based on these Terms and any other terms, conditions and policies applicable to the Merchant. In case the merchant support team needs further information to consider the request, the Merchant will receive a request for clarification or provision of any such additional information, while the time to process the claim may be extended. The average time for response to the Merchant’s request is shown in the merchant support chat. However, the shown approximate time for response depends on the complexity of the issue in question and cooperation of the Merchant and may be extended.

A reply to the Merchant’s request generally provided via the same channel of communication that was used by the Merchant for submission of the request unless the Merchant is informed otherwise.

12.2. Mediation:

12.2.1. If the Merchant and Joom haven’t reached an agreement via the standard complaint-handling procedure, in order to resolve a dispute related to these Terms and Merchant’s use of the Site, each Party has the right to initiate mediation procedure under the terms provided below. By the moment of initiation thereof, the issue of the dispute shall not be older than six (6) months (i. e. the final decision or communication on the same issue within the standard internal complaint-handling procedure took place not later than 6 months prior the mediation procedure initiation). The mediation procedure is of a voluntary nature and does not preclude any of the parties to initiate judicial procedures in accordance with the dispute resolution clause (10.3). By the initiation of the mediation procedure the Merchant shall be a duly registered business entity or entrepreneur in the EU.

12.2.2. Each party has the right to submit a dispute to the mediation organizations specified below if the issue or claim has not been resolved with Joom amicably via the standard complaint-handling procedure:

The Latvian Chamber of Commerce and Industry (LCCI) (https://www.chamber.lv/en/node/220), or ADR Group (http://www.adrgroup.co.uk/DisputeResolution/civil-and-commercial-mediation).

In case the mediation terms are no more available via the above links, please contact Joom or the organization providing the mediation services directly.

Please note that in order to proceed with any of the above mediation organizations, the parties may be required to conclude a separate mediation agreement.

The parties are free to propose and agree on any other mediator or mediation organization.

12.2.3. Both Parties shall be engaged in mediation and participate in resolving the dispute in good faith. Joom will not be obliged to engage in mediation if the Merchant brings proceedings on a subject in relation to which it has previously brought proceedings seeking mediation, and the mediator has determined in that case that the Merchant has not acted in good faith, or if the Merchant previously made repeated unsuccessful mediation attempts.

12.2.4. The language of the mediation procedure shall be English. The parties agree that the mediation procedures shall be held online unless the parties agree otherwise. The number of mediators shall be one.

12.2.5. The resolution issued by the appointed mediator shall be considered as non-binding.

12.2.6. Upon initiation of the mediation procedure each Party shall pay 50% of the administrative costs and mediator’s fees. The final allocation of the costs and fees of mediation and reimbursement of the paid costs and fees (if any) of one Party by another shall be decided by the mediator.

12.2.7. In order to make the mediation procedure faster and more efficient, Joom reserves the right to share with the mediation organization and the appointed mediator any necessary information related to the Merchant, including information related to the Merchant’s account and correspondence between the Merchant and Joom.

Should the Parties fail to reach an agreement at the end of the mediation procedure or the mediation procedure cannot be held or completed due to the Merchant’s actions, omissions or inactivity, the dispute may be referred to the competent court. In case of the initiation of the judicial proceeding before or during the mediation procedure, the final decision of the competent court will stop the mediation procedure, and each party shall bear its own costs and expenses associated with the mediation.

12.3. Dispute Resolution:

Any dispute arising from or in connection with the subject matter of this Agreement shall be subject to the exclusive jurisdiction of the courts of England and Wales. Use of the Site is not authorized in any jurisdiction that does not give effect to all provisions of the Agreement, including without limitation, this section.

12.4. Should you have a dispute with one or more users or any third party, you release Joom (and its officers, directors, agents, subsidiaries, joint ventures and employees) from any and all claims, demands and damages (actual and consequential) of every kind and nature, known and unknown, suspected and unsuspected, disclosed and undisclosed, arising out of or in any way connected with such disputes.

12.5. Joom, for the benefit of Merchants and at its sole discretion, may take reasonable efforts to help Merchants to resolve disputes. For avoidance of any doubts, Joom has no obligation to resolve disputes between Merchants and users or between Merchants and outside parties. To the extent that Joom attempts to resolve a dispute, Joom will do so in good faith and in accordance with Joom’s policies. Joom has no power and will not make judgments regarding legal issues or claims.

13. Joom’s Intellectual Property

13.1. Joom, and other Joom graphics, logos, designs, button icons, scripts, and service names are registered trademarks of SIA Joom. Joom’s trademarks may not be used, including as part of trademarks and/or as part of domain names or email addresses, in connection with any product or service in any manner that is likely to cause confusion.

14. Breach

14.1. Without limitation to any other remedies, Joom may unilaterally decide, without notice and without refunding any fees, delay or immediately remove Content, warn Joom’s community of a Merchant’s actions, issue a warning to a Merchant, temporarily suspend the Merchant’s account, temporarily or indefinitely suspend Merchant, Merchant’s account privileges, terminate a Merchant’s account, prohibit access to the Site and/or take technical and legal measures to keep a Merchant off the Site and refuse to provide services to a Merchant if any of the following applies:

  • Investigation of Merchant’s actions on the Site;
  • Breach by the Merchant of this Agreement, the Privacy Policy or other policies, rules and community guidelines incorporated herein;
  • Joom is unable to verify or authenticate any of Merchant’s personal information or Content;
  • Joom believes that a Merchant is acting inconsistently with the letter or spirit of Joom’s policies, has engaged in improper or fraudulent activity in connection with Joom or Merchant’s actions may cause legal liability or financial loss to Joom’s Merchants or to Joom.

14.2. In case of any suspension or restriction of the services by Joom, the Merchant will be notified accordingly.

15. Privacy

15.1. Except as being provided in Joom’s Privacy Policy, Joom will not sell or disclose your personal information (as defined in the Privacy Policy) to third parties without your explicit consent.

16. No Warranty

16.1. Joom, Joom’s subsidiaries, officers, directors, employees and Joom’s suppliers provide Joom’s website and services “as is” and without any expressed, implying or statutory warranty or condition. Joom, Joom’s subsidiaries, officers, directors, employees and Joom’s suppliers specifically disclaim any implied warranties of title, merchantability, performance, fitness for a particular purpose and non-infringement. In addition, no advice or information (oral or written) obtained by you from Joom shall create any warranty.

17. Liability Limit

17.1. In no event shall Joom, and (as applicable) Joom’s subsidiaries, officers, directors, employees or Joom’s suppliers be liable for any damages whatsoever, whether direct, indirect, general, special, compensatory, consequential, and/or incidental, arising out of or relating to the conduct of you or anyone else in connection with the use of the Site, Joom’s services, or this Agreement, including but without limitation, lost profits, bodily injury, emotional distress, or any special, incidental or consequential damages.

17.2. Joom’s liability, and (as applicable) the liability of Joom’s subsidiaries, officers, directors, employees, and suppliers, to you or any third parties in any circumstance are limited to the greater of (a) the amount of fees you pay to Joom in the 12 months prior to the action giving rise to liability, and (b) 100 Euro.

18. Indemnity

18.1. You agree to indemnify and hold Joom and (as applicable) Joom’s parent, subsidiaries, affiliates, officers, directors, agents, and employees, harmless from any claim or demand, including reasonable attorneys’ fees, made by any third party due to or arising out of:

  • Your breach of this Agreement or the documents incorporated by reference, or your violation of any law or the rights of a third party.
  • Your breach of agreements with PSP.
  • Revocation of authorizations given to Joom under this Agreement or agreements with PSP.

19. No Guarantee

19.1. Joom does not guarantee usable, timely, secure, correct, continuous, uninterrupted access to the Site, and operation of the Site may be interfered with by numerous factors outside Joom’s control. Joom is not responsible for any services breaking down, including (but without limitation) system corruption or other situations that may affect receiving, processing, testing, completion or settlement of transaction.

20. Legal Compliance. Taxes

20.1. You shall comply with all applicable EU regulations and international laws, statutes, ordinances and regulations regarding your use of the Site and any Joom service and, if applicable, your listing, solicitation of offers to purchase, and sale of Items. You hereby also agree and undertake to comply with all applicable laws and regulations of the country of customer’s residence, regardless of whether the customer is a resident of the EU or not, including, but not limited to, all applicable consumer protection regulations and restrictions.

In addition, you shall be responsible for paying any and all taxes applicable to any sales of Items you make on the Site (excluding any taxes on Joom’s net income), including sales to other EU member states' customers and sales to customers outside of the EU. Please note that you may be required to register for the tax purposes in another EU member state or in other country in accordance with effective legislation and regulations of such country. If this is the case, you undertake to comply with all applicable requirements of a particular EU member state and/or such another country and are fully responsible for such compliance, including any consequences for any breach resulted from non-compliance with the applicable laws and regulations. If Joom is held liable for your non-compliance with such requirements (i.e. for non-registration for VAT purposes in the customer’s country and/or for non-payment of any applicable taxes), you agree to release Joom from any and all claims, liability, costs, damages or other obligations arising out of your breach of the applicable laws and regulations and agree to compensate Joom any costs, fees and penalties immediately upon receipt of such request from Joom. Joom hereby reserves the right to charge any such costs, fees and penalties from the amounts payable to you for the Items sold on the Site in accordance with this agreement.

20.2. In an effort to remain compliant with respective consumer legislations, we strongly encourage our Merchants to maintain good standing with respect to custom and value-added taxes or VAT, where applicable.

You agree that you are responsible for all tax collection and payment among all parties of this Agreement, including those which are associated with selling of products to customers from or out of the EU.

22. Severability

22.1. If any provision of this Agreement is held unenforceable, then such provision will be modified to reflect the parties’ intention. All remaining provisions of this Agreement shall remain in full force and effect.

23. No Partnership, No Commission Agreement

23.1. Merchants have no right to represent Joom to make or accept any offers or acceptance on behalf of Joom. Merchants cannot make any statements at any circumstance that may cause conflict with these Terms of Service. This Agreement does not establish an exclusive partnership between Merchants and Joom.

23.2. This Agreement shall not be considered the commercial commission agreement and/or the commission agreement. This Agreement does not establish relations between Joom as the commission agent and the Merchant as the commitment.

24. Modification and Termination of the Joom Service

24.1. Joom reserves the right to change the services, some or all the terms, conditions and policies of the service at any time. In case of the launch of any new terms or change of this Agreement, you will be notified 15 calendar days prior to any such update or change. Upon expiration of the above-mentioned term your log in or further use of the “Service” shall be considered as your confirmation of acknowledgement with and acceptance of the revised, updated Agreement. The 15-day notice period can be extended by Joom if any such update or change require Merchants to make technical or commercial adaptations in order to comply with the change. Any such extended term will be communicated by Joom to the Merchants in the notification.

If the Merchant continues to use the service during the 15-day notice period (for example, submits new goods or otherwise explicitly expresses its intention to continue to use the Service), such Merchant’s actions shall be considered as clear affirmative actions to waive the notice period, except in cases where the reasonable and proportionate notice period is longer than 15 days because the changes to these terms, any other terms, conditions and policies of the service require the Merchant to make significant technical adjustments. In such exceptional cases, the notice period will not be considered as automatically waived.

If the Merchant does not agree to any alteration or amendment of the terms, conditions and policies, the Merchant shall terminate this Agreement by submitting a written notice to Joom within 15 days from receipt of the notification from Joom. The moment of sending the notification by Joom is considered to be the moment of the notification receipt.

24.2. The above-mentioned 15-days period does not apply in the following cases:

It is waived in an unambiguous manner by the Merchant concerned.

The need to implement the change without respecting the notice period stems from a legal or regulatory obligation incumbent on Joom under any applicable law.

Changes are of minor nature (i. e. editorial ones which do not change the content or meaning of these Terms).

24.3. The Merchant has the right to terminate the Agreement at any time with at least 30 days prior written notification of Joom. The access to the Merchant’s account will be blocked upon expiration of the mentioned period.

24.4. Joom reserves the right to terminate the Joom service for any reason, at any time (including but not limited to the cases when Merchant’s and PSP’s agreement is terminated or Merchant’s account with PSP is closed) with at least 30-day prior notification sent to the Merchant.

24.5. Unless separately stated, any new content that will expand the scope of this Agreement shall be subject to this Agreement and shall be considered as a part thereof.

25. Choice of Law

25.1. This Agreement shall in all respects be interpreted and governed by the laws of England and Wales.

26. Survival

26.1. Sections 6 (Fees, Payments and Delivery), 9 (Access to Data), 11 (Content), 12 (Mediation and Dispute Resolution. Exemption Clause), 13 (Joom’s Intellectual Property), 14 (Breach), 15 (Privacy), 16 (No Warranty), 17 (Liability Limit), 18 (Indemnity), 19 (No Guarantee), 20 (Legal Compliance. Taxes), 22 (Severability), 24 (Modification and Termination of Joom Service), 25 (Choice of Law) shall survive any termination or expiration of this Agreement.

27. Notices

27.1. Except as explicitly stated otherwise, any notices shall be given by postal mail to Joom at Gustava Zemgala st. 78, LV-1039, Riga, Latvia (in the case of Joom) or, in your case, to the email address you provide to Joom (either during the registration process or when your email address changes). Notice shall be deemed as proof of service 24 hours after email is sent, unless the sending party is notified that the email address is invalid. Alternatively, Joom may give you notice by certified mail, postage prepaid and return receipt requested, to the address provided to Joom. In such case, notice shall be deemed as proof of service three days after the date of mailing.

28. Disclosures

28.1. The services hereunder are offered by SIA Joom, located at Gustava Zemgala st. 78, LV-1039, Riga, Latvia.

29. Confidentiality

This Agreement is strictly confidential, and its content shall not be disclosed to the third parties, except for PSP. Joom reserves the right to claim Merchant for all losses and damages caused by a disclosure of such information by Merchant to the third parties.

Previous versions of document for German Merchants:

Previous versions of document for French Merchants:

Previous versions of document for Spanish Merchants:

Previous versions of document for other European Merchants:

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