HEVA
HEVA Marketplace Rules & Policies
Contents
1Purpose
HEVA connects three main parties:
Customers → Stores → Delivery Partners
All three parties are responsible for maintaining a safe, reliable and professional marketplace.
These policies establish:
- What each party must do.
- What each party must not do.
- Who is responsible when something goes wrong.
- Who bears additional costs caused by mistakes.
- How complaints, returns and disputes are handled.
- What HEVA may do when rules are violated.
All users of HEVA must accept the policies applicable to their role.
Mandatory rights under applicable law always take priority over HEVA's internal policies.
ACustomer Rules & Policies
A1Customer Responsibilities
Customers must:
- Provide their correct name, telephone number and delivery information.
- Select the correct product, size, color and quantity before confirming an order.
- Check the order information before payment/confirmation.
- Be available to receive the order.
- Treat stores, drivers and HEVA staff respectfully.
- Use HEVA only for genuine purchases.
A2Order Cancellation
Customers may cancel an order before it has entered preparation, subject to the status shown in HEVA.
Once a store has accepted and begun preparing an order, cancellation may be restricted unless HEVA determines that cancellation is justified or required by applicable law.
Repeated intentional ordering and cancellation may result in account restrictions.
A3Incorrect Product
If the customer orders one product and the store sends another product, the store is responsible.
The customer should not pay an additional delivery charge to correct a confirmed store error.
A4Incorrect Size or Color
If the customer orders Size M and the store sends Size L:
Store responsibility.
If the customer orders Size M, receives Size M, but later decides that another size would fit better:
Customer responsibility, unless HEVA's exchange policy or applicable law provides otherwise.
Any additional delivery fee for a voluntary size exchange may therefore be charged to the customer.
A5Damaged or Defective Products
Customers must report products that arrive damaged, defective, incomplete or materially different from their listing through HEVA as soon as reasonably possible.
HEVA may request:
- Photos.
- Video.
- Packaging.
- Order number.
- Description of the problem.
HEVA will determine the appropriate resolution in accordance with the applicable policy and law.
A6Return Condition
Where a return or exchange is accepted, products should normally remain:
- Unused.
- Unwashed.
- Unaltered.
- With original labels.
- With original packaging where applicable.
Different rules may apply where a product was defective, damaged, counterfeit, incorrect or otherwise subject to mandatory consumer rights.
A7Beauty & Hygiene Products
Opened cosmetics, skincare, personal-care and other hygiene-sensitive products may be excluded from voluntary returns for change of mind where legally permitted.
This restriction does not remove rights concerning defective, damaged, expired, counterfeit or incorrectly supplied products.
A8Failed Delivery
Customers must provide accurate delivery information and be reasonably available when delivery is attempted.
Where delivery fails because of incorrect customer information or unreasonable customer unavailability, the customer may be responsible for a second delivery charge.
If the failure was caused by the driver, store or HEVA, the customer should not bear the correction cost.
A9Fake Orders & Platform Abuse
Customers must not:
- Create fake orders.
- Intentionally refuse legitimate orders repeatedly.
- Use false identities.
- Abuse discounts or coupons.
- Manipulate reviews.
- Threaten stores or drivers.
- Use HEVA for fraudulent activity.
HEVA may warn, restrict or suspend accounts that abuse the platform.
A10Customer Privacy & Conduct
Customers must communicate respectfully with drivers, merchants and HEVA employees.
Harassment, threats, discrimination, fraud or abusive conduct may result in account suspension.
BStore / Merchant Rules & Policies
B1Order Accuracy
Before giving an order to a driver, the store must verify:
- Product.
- Size.
- Color.
- Quantity.
- Condition.
- Required accessories/components.
The store is responsible for errors made while preparing the order.
B2Store Error = Store Correction Cost
If a store sends:
- Wrong product.
- Wrong size.
- Wrong color.
- Wrong quantity.
- Missing item.
and the mistake is confirmed to have originated with the store, the store bears the reasonable direct cost required to correct the mistake.
Example
Customer orders:
Black Dress — Size M
Store sends:
Black Dress — Size L
The driver must return to collect the incorrect product and deliver the correct product.
The store is responsible for the additional delivery cost caused by its mistake.
Neither the customer nor the driver should bear that cost.
B3Product Information
Stores must provide accurate:
- Product names.
- Prices.
- Sizes.
- Colors.
- Materials.
- Brands.
- Descriptions.
- Images.
- Stock availability.
Materially misleading product information is prohibited.
B4Product Authenticity
A store must not knowingly advertise counterfeit goods as authentic branded products.
Where authenticity is claimed, the merchant must be able to support that claim when reasonably requested by HEVA.
HEVA may remove listings, suspend products, investigate merchants or terminate merchant access for serious or repeated authenticity violations.
B5Expired & Unsafe Products
Stores may not knowingly list or supply:
- Expired cosmetics.
- Unsafe products.
- Prohibited products.
- Recalled products where applicable.
- Products that cannot lawfully be sold.
Beauty and skincare merchants are responsible for appropriate storage and product condition before delivery.
B6Inventory
Stores must maintain reasonably accurate inventory.
Repeated acceptance and cancellation of orders because products are actually unavailable may affect the merchant's HEVA performance status.
B7Packaging
The store is responsible for safely packaging products before driver pickup.
Fragile items such as perfume bottles must receive appropriate protection.
If damage results from clearly inadequate packaging, responsibility may be assigned to the merchant.
If a properly packaged product is damaged through delivery mishandling, responsibility may be assigned to the delivery side.
B8Order Preparation
Stores must process accepted orders within HEVA's operational time standards.
If delays occur, the store must update HEVA rather than leave the customer waiting without information.
B9No Off-Platform Circumvention
Stores must not intentionally use HEVA to acquire customers and then encourage those customers to bypass HEVA solely to avoid platform fees or commissions.
Examples include inserting messages such as:
"Next time order directly from us instead of HEVA."
Repeated intentional circumvention may result in sanctions or termination of the merchant relationship.
B10Customer Data
Customer information supplied through HEVA may only be used for legitimate order fulfillment and permitted customer service.
Stores must not improperly:
- Sell customer information.
- Share customer addresses.
- Add customers to unrelated marketing lists without proper permission.
- Contact customers for inappropriate purposes.
B11Merchant Conduct
Merchants must treat customers, drivers and HEVA employees professionally.
Fraud, threats, harassment, manipulation of orders or deliberate misuse of the platform may result in suspension or termination.
CDriver & Delivery Rules
C1Package Responsibility
Once a driver confirms pickup, the package is considered to be in the delivery party's custody until delivery, return, or another documented handover.
Drivers must handle all packages carefully.
C2Packages Must Not Be Opened
Drivers must not open, replace, remove or interfere with products unless specifically authorized under an HEVA procedure.
C3Pickup Confirmation
Every pickup should be recorded in the system.
The record should identify:
- Order number.
- Store.
- Driver.
- Pickup time.
- Package status where required.
C4Delivery Confirmation
Drivers must confirm completed deliveries through the HEVA system.
HEVA may introduce a customer PIN/OTP system to verify successful delivery.
C5Correct Customer
Drivers must ensure that orders are delivered to the correct customer/location.
If a driver delivers an order to the wrong customer and the delivery error is confirmed, the delivery side is responsible for the reasonable direct cost of correcting that mistake.
C6Unauthorized Charges
Drivers may not demand payments beyond the amount authorized by HEVA.
No unofficial:
- Delivery fees.
- Tips presented as mandatory.
- Surcharges.
- Cash adjustments.
may be imposed on customers.
C7Cash-on-Delivery
When collecting cash, drivers must:
- Collect the exact authorized amount.
- Record payment.
- Protect collected money.
- Follow HEVA's reconciliation procedure.
- Transfer collected funds according to the agreed schedule.
Misappropriation of customer or company funds is a serious violation.
C8Customer Privacy
Customer phone numbers, names and locations are provided only for delivery purposes.
Drivers must not:
- Save customer details for personal purposes.
- Contact customers after delivery for unrelated reasons.
- Share customer information.
- Photograph customers without permission.
- Use customer information for personal or commercial purposes.
C9Professional Conduct
Drivers must behave professionally.
Harassment, threats, discrimination, inappropriate communication, aggressive behavior or deliberate intimidation of customers or merchants is prohibited.
Serious misconduct may result in immediate removal from HEVA deliveries.
C10Delay or Accident
When a delivery cannot be completed because of:
- Accident.
- Vehicle failure.
- Significant delay.
- Lost package.
- Other operational problem.
the driver must immediately notify the responsible delivery operator/HEVA system.
The driver must not simply abandon an order or become unreachable.
C11Damaged Packages
Drivers must protect packages from unreasonable:
- Impact.
- Crushing.
- Water.
- Heat.
- Contamination.
- Theft.
If a properly packaged product is damaged because of negligent delivery handling, responsibility may be assigned to the delivery party.
ECustomer-First Resolution Rule
Responsibility disputes should normally happen behind the scenes.
A customer should not be required to argue separately with the store and driver to determine responsibility.
When a legitimate problem is reported, HEVA should:
- Receive the complaint
- Protect the customer and preserve evidence
- Arrange the appropriate solution
- Determine which party caused the problem
- Allocate the cost internally
This is the HEVA service standard.
FEvidence & Dispute Rule
When responsibility is unclear, HEVA may examine:
- Order records.
- Product listing.
- Store preparation records.
- Pickup confirmation.
- Delivery confirmation.
- Photos/videos.
- Customer communication.
- Driver records.
- Payment records.
- Other relevant evidence.
HEVA should make operational decisions fairly and consistently.
Where mandatory law provides a party with additional rights, those rights prevail.
GRule Violations
Depending on seriousness and repetition, HEVA may use:
Minor first violation.
Repeated or more significant violation.
Temporary limitation of account/store/driver activity.
Access temporarily removed pending review.
Serious fraud, theft, harassment, counterfeit activity, deliberate abuse or repeated major violations may result in permanent removal, subject to applicable agreements and law.
HPolicy Transparency
HEVA's three primary policy sections should be accessible as follows:
Customer Account
Your Rules
- Customer Rules & Return Policy
Also View
- Store Rules
- Delivery Rules
- Shared Responsibility Policy
Merchant Dashboard
Your Rules
- Merchant Agreement & Store Standards
Also View
- Customer Rules
- Delivery Rules
- Shared Responsibility Policy
Driver / Delivery Dashboard
Your Rules
- Delivery Standards & Driver Code
Also View
- Customer Rules
- Store Rules
- Shared Responsibility Policy
No party should be able to claim that HEVA hides the responsibilities of another party.
IAcceptance
Before using the relevant HEVA service, each party should confirm:
"I have read and agree to the HEVA Rules & Policies applicable to my role."
HEVA should record:
- User/account ID.
- Policy version.
- Date/time accepted.
- Language/version displayed.
When HEVA materially changes its policies, users may be required to review and accept the updated version before continuing to use the relevant service.
“I have read and agree to the HEVA Rules & Policies applicable to my role.”