Platform Policy

1. Introduction

This Platform Policy outlines the operational rules, seller and buyer responsibilities, prohibited conduct, and enforcement mechanisms for Bundl.my, operated by VISLOGIK TECHNOLOGIES (CA0412428-D). All users must comply with this Policy in addition to our Terms of Service and Privacy Policy. Violations may result in account suspension, termination, or legal action.

2. Seller Responsibilities

2.1 Listing Requirements

Sellers must ensure all listings are:

• Accurate: Item descriptions, condition ratings, measurements, and photos must truthfully represent the actual item
• Complete: Include all relevant details (size, color, material, flaws, brand)
• Original: Photos must be your own—no stock images or photos from other sources
• Current: Items must be physically in your possession and available for immediate shipment
• Legal: Items must comply with Malaysian law and not be prohibited (see Section 11)

2.2 Shipping and Fulfillment

When an order is placed:

• Sellers have 24 hours to either ship the item (generate AWB via Platform) or cancel the order
• Failure to take action within 24 hours will result in automatic order cancellation
• All shipments must be processed through the Platform's integrated EasyParcel system—no external courier arrangements are permitted
• Items must be packaged securely with adequate padding to prevent damage
• Sellers must use appropriately sized boxes—insufficient packaging may result in denied damage claims

2.3 48-Hour Shipment Handover

After generating an AWB (shipping label):

• For dropoff shipments: Item must be dropped off at the courier branch within 48 hours
• For pickup shipments: Item must be ready for courier collection at the scheduled time
• If the parcel is not collected or shows no tracking movement after 48 hours, the order will be automatically cancelled and the buyer refunded

2.4 Multi-Platform Listing Management

If you sell on multiple platforms (TikTok, Facebook, etc.), you are responsible for removing or marking items as sold on Bundl.my immediately when they are sold elsewhere. Failure to do so results in cancellation strikes.

3. Buyer Responsibilities

3.1 Payment Commitment

When you complete checkout, payment is final. Buyers cannot cancel orders after payment is completed, except in the following circumstances:

• Seller agrees to cancel (before AWB is generated)
• Seller fails to ship within 24 hours (automatic cancellation)

"Buyer's remorse" is not a valid reason for cancellation after payment.

3.2 Inspection and Dispute Window

Upon receiving an item, buyers have 2 days to:

• Inspect the item thoroughly
• Confirm receipt, or
• Open a dispute if the item is not as described, damaged, or incorrect

After 2 days, if no action is taken, funds are automatically released to the seller. Late complaints will not be accepted as platform disputes and must be handled through customer support on a case-by-case basis.

3.3 Accurate Shipping Information

Buyers must provide accurate and complete shipping addresses. The Platform is not responsible for failed deliveries caused by incorrect addresses. Reshipment costs will be borne by the buyer.

4. Cancellation Policy

4.1 Seller-Initiated Cancellations

Sellers may cancel an order within 24 hours of payment by selecting a cancellation reason:

• Item sold on another platform
• Item damaged or not in sellable condition
• Item cannot be found
• Other reasons

Buyers receive a full refund (item cost + shipping). However, Stripe's processing fee (3% + RM1) is non-refundable and is absorbed by the Platform. Every cancellation counts as a strike against the seller.

4.2 Automatic Cancellations

Orders are automatically cancelled if:

• Seller does not generate AWB within 24 hours of payment
• Seller does not hand over parcel to courier within 48 hours of AWB generation (dropoff or missed pickup)

Automatic cancellations are treated the same as manual cancellations—buyers are refunded in full, and sellers receive strikes.

4.3 Buyer-Requested Cancellations

Buyers may request cancellation before AWB is generated. The seller may accept or decline. If the seller declines, the buyer must accept delivery or risk account penalties for excessive cancellation requests (see Section 5.2).

5. Strike and Penalty System

5.1 Seller Strikes

Strikes are issued for:

• Manual or automatic order cancellations
• Failure to ship within required timeframes
• Item not as described (if dispute resolved in buyer's favor)
• Insufficient packaging resulting in damage

5.2 Buyer Cancellation Limits

To prevent buyer abuse:

• 1st cancellation request: Warning issued
• 3rd cancellation (within 90 days): Buying suspended for 14 days
• 5th cancellation (lifetime): Admin review—potential permanent ban

6. Order Disputes

6.1 Dispute Types

Buyers may open disputes for:

• Item Not Received: Parcel tracking shows no delivery after extended time
• Item Not As Described: Condition, size, color significantly differs from listing
• Damaged Item: Item arrived broken or damaged due to poor packaging or courier mishandling
• Wrong Item: Seller shipped a completely different item

6.2 Evidence Requirements

To open a dispute, buyers must provide:

• At least 2 clear photos of the received item
• Written description of the issue
• For damaged items: photos of packaging as received

6.3 Dispute Outcomes

Disputes are reviewed by Platform administrators. Possible resolutions:

• Full refund to buyer: Seller receives nothing, buyer keeps item or discards it
• Partial refund: Compromise resolution for minor issues
• Dispute rejected: Buyer's claim lacks merit, seller receives payment

Important: Physical returns are not required in Phase 1. If a refund is issued, the buyer may keep or discard the item at their discretion.

7. Escrow and Payment Release

7.1 Escrow Hold Period

When a buyer pays, funds are held in Stripe escrow for up to 5 days from order creation. Funds are released to the seller if:

• Buyer manually confirms receipt, or
• 5 days pass with no dispute filed (automatic release)

7.2 Escrow Pause During Disputes

If a buyer opens a dispute, the 5-day auto-release clock is paused. Funds remain held until the dispute is resolved by an administrator.

7.3 Refund Processing

Refunds are processed within 1-2 business days and appear in buyers' accounts within 3-5 business days depending on their bank. The Platform does not control refund timing—this is determined by Stripe and banking institutions.

8. Lost or Damaged Parcels

8.1 Parcel Lost in Transit

If tracking shows no movement for 15+ days after collection, the parcel is considered potentially lost. The Platform will file a lost parcel claim with EasyParcel on behalf of the buyer. If the claim is approved, the buyer receives a full refund and the seller does not receive payment.

8.2 Damaged Parcel (Courier Fault)

If the parcel arrives visibly damaged (e.g., crushed box, torn packaging):

• Buyer opens a dispute with photos of the packaging and item
• Platform files a damage claim with EasyParcel
• If approved, buyer is compensated and seller still receives payment (not seller's fault)

8.3 Damaged Parcel (Seller's Fault)

If damage occurred due to insufficient packaging (e.g., no padding, box too small):

• Buyer receives full refund
• Seller does not receive payment
• Seller receives a strike

9. Refund Fee Absorption

When transactions are cancelled or refunded, the underlying payment processing costs (charged by Stripe to the Platform) are non-refundable. The Platform absorbs these costs, not the buyer or seller. Repeated cancellations create cumulative financial impact on the Platform, which is why the strike system exists to ensure seller accountability and minimize unnecessary cancellations.

10. Pricing and Fees

10.1 Platform Fee

Sellers are charged a platform fee on each successful transaction, calculated as RM3.00 or 8% of the transaction value, whichever is higher. This fee is automatically deducted from the seller's payout and covers all platform services including payment processing.

Buyers are not charged any additional payment processing fees—the checkout price includes only the item cost and shipping.

10.2 Listing is Free

Creating listings is completely free. There are no subscription fees, monthly charges, or upfront costs.

10.3 Price Manipulation Prohibited

Sellers may not artificially inflate prices to circumvent platform fees or engage in price manipulation schemes. Violations result in account termination.

11. Prohibited Items and Conduct

11.1 Prohibited Items

The following items are strictly prohibited and will result in immediate listing removal and potential account ban:

• Counterfeit, replica, or fake branded items
• Stolen goods or items obtained through illegal means
• Items that violate intellectual property rights (unauthorized merchandise, bootleg prints)
• Used undergarments or intimate items (hygiene risk)
• Hazardous materials (flammable, toxic, sharp weapons)
• Adult content or sexually explicit items
• Items promoting hate speech, violence, or illegal activity
• Prescription medications or controlled substances
• Live animals or animal parts (ivory, fur from endangered species)
• Items prohibited by Malaysian customs or export/import laws

11.2 Prohibited Conduct

• Harassment, threats, or abusive language toward other users
• Fraudulent transactions or scam attempts
• Creating fake reviews or manipulating ratings
• Fee avoidance (completing transactions outside the Platform)
• Spamming or unsolicited marketing messages
• Accessing the Platform with bots, scrapers, or automated tools

12. Platform Discretion

Bundl.my reserves the right to:

• Remove any listing for any reason without prior notice
• Suspend or terminate accounts at our sole discretion
• Modify fee structures, policies, or operational procedures
• Reject or approve dispute resolutions based on evidence and judgment
• Withhold payouts if fraud or policy violations are suspected
• Cooperate with law enforcement or legal authorities as required

Our decisions on disputes, strikes, and account terminations are final. Appeals may be submitted to hello@bundl.my but are reviewed on a case-by-case basis without obligation.

13. Content Ownership and Usage

By posting listings, photos, or reviews, you grant the Platform a perpetual, royalty-free license to use, display, and distribute your content for platform operation, marketing, and promotional purposes. You retain ownership but are responsible for ensuring you have the legal right to post all content (no copyright infringement).

14. Changes to This Policy

This Platform Policy may be updated periodically. Material changes will be communicated via email or platform notification. Continued use of the Platform after changes constitutes acceptance of the updated policy.

15. Contact and Enforcement

To report policy violations, disputes, or inquiries:
Email: hello@bundl.my
Subject Line: "Policy Violation Report" or "Dispute Inquiry"

We take policy enforcement seriously and investigate all reports promptly.