Monochrome Marketplace is built to provide customers with reliable access to everyday items and to give shop owners a fair, efficient way to sell and deliver goods through the Monochrome platform. To protect customers, drivers, shop owners, and the integrity of the platform, everyone using the Marketplace must follow the rules outlined below.

These policies apply to all Marketplace transactions, including alcohol, packaged groceries, household goods, and other approved items.

Failure to comply may result in order cancellation, account restrictions, suspension, or permanent removal from the Marketplace.

1. Marketplace Rules for Customers

Customers using Monochrome Marketplace are expected to act honestly, respectfully, and responsibly throughout the ordering and delivery process.

What customers must do

Customers must ensure that all orders placed through the Marketplace are genuine and accurate. Items selected should match what the customer intends to receive, and customers should carefully review their order before checkout. Once an order has been accepted and prepared, customers are expected to be available to receive it within the agreed delivery window.

Customers must treat drivers with respect at all times. This includes being reachable through in-app communication, responding promptly when drivers arrive, and ensuring that drivers are not left waiting unnecessarily at delivery locations.

For age-restricted items such as alcohol, customers must be prepared to present valid government-issued identification upon delivery. If valid ID cannot be provided, the order will not be handed over and may be cancelled without refund, depending on circumstances.

Customers must use Monochrome’s in-app systems for all communication, payments, and issue resolution. Any concerns about items, delivery, or service quality should be raised through the app or support channels.

What customers must not do

Customers must not attempt to move Marketplace transactions off the Monochrome platform. This includes offering drivers cash payments, requesting alternative pricing, sharing phone numbers, or arranging deliveries outside the app.

Customers must not misrepresent delivery details, provide incorrect addresses, or intentionally delay drivers. Repeatedly causing drivers to wait or failing to receive deliveries may result in account restrictions.

Customers must not abuse refunds, promotions, or dispute processes. Fraudulent claims, repeated false complaints, or manipulation of refunds may lead to suspension or permanent removal from the Marketplace.

Customers must not request prohibited or restricted items that are not allowed on the platform. Any attempt to bypass item restrictions or age verification rules is strictly prohibited.

2. Marketplace Rules for Shop Owners

Shop owners play a critical role in the Marketplace ecosystem. They are responsible for item accuracy, order preparation, honesty, and respectful treatment of both customers and drivers.

What shop owners must do

Shop owners must ensure that all items listed on the Marketplace are accurate, clearly described, and available in stock. Prices, quantities, and product details must reflect what the customer will actually receive.

Orders must be prepared promptly once accepted. Shop owners are expected to have items ready within the stated preparation time so drivers are not kept waiting unnecessarily. Respecting driver time is essential to keeping the Marketplace efficient and fair.

Shop owners must ensure that all items placed into delivery bags match the customer’s order exactly. Substitutions must follow platform rules and should never be made without proper approval or clear policy allowance. Items must be packaged securely and appropriately for transport.

For restricted items such as alcohol, shop owners must comply fully with Monochrome’s age verification and compliance requirements. This includes ensuring that restricted items are clearly labelled and that drivers are instructed to verify ID at delivery.

Shop owners must keep their inventory up to date. Items that are frequently unavailable should be removed or marked out of stock to avoid order cancellations and customer dissatisfaction.

What shop owners must not do

Shop owners must not include unauthorised or incorrect items in customer orders. Deliberately adding, removing, or swapping items without proper justification or approval is prohibited.

Shop owners must not misrepresent product quality, size, brand, or packaging. Repeated inaccuracies may result in penalties or removal from the Marketplace.

Shop owners must not pressure drivers into waiting excessively, completing unpaid tasks, or handling disputes that should be managed through the Monochrome platform.

Shop owners must not attempt to bypass Monochrome systems by arranging direct payments, alternative delivery methods, or off-platform transactions with customers or drivers.

Shop owners must not list prohibited or restricted items that are not approved for sale on the Marketplace. This includes items that require special licensing or are unsafe for courier delivery.

3. Respecting Drivers & the Platform

Drivers are essential partners in the Monochrome Marketplace. Both customers and shop owners must respect driver time, safety, and role boundaries.

Drivers are responsible for delivery, not order modification, dispute resolution, or payment negotiation. All issues related to missing items, incorrect orders, pricing, or refunds must be handled through Monochrome support.

Repeated actions that cause drivers to wait unnecessarily, deal with unsafe situations, or be placed in uncomfortable positions may result in account action against the responsible party.

4. Compliance, Monitoring & Enforcement

Monochrome actively monitors Marketplace activity to protect customers, shop owners, drivers, and the platform. This includes monitoring orders, delivery behaviour, communications, and compliance with policies.

Violations may result in actions such as:

• Order cancellation

• Temporary account restrictions

• Removal of Marketplace access

• Permanent account suspension in serious cases

Monochrome reserves the right to take action where behaviour undermines trust, safety, or fairness, even if a specific scenario is not explicitly listed above.

5. Our Commitment

Monochrome Marketplace is built on honesty, efficiency, and mutual respect. These policies exist to ensure that everyone using the platform has a reliable, fair, and safe experience.

By using the Marketplace as a customer or shop owner, you agree to follow these rules and help maintain the quality and integrity of the Monochrome ecosystem.

#MoveWithMonochrome