Advertiser Terms and Conditions
Welcome to The Hive NZ - these are our terms & conditions, set up to keep our 'online mall with one cart' a safe place for sellers and our customers.
1a. ACCEPTING THESE TERMS & CONDITIONS
by signing up on our website, you agree to these terms - any disregard for these terms will result in The Hive's admin contacting you via email, explaining which terms you have failed to uphold. After repeated disregard of these terms and repeated warnings, this can result in immediate suspension or even removal of your contract.
Suspension or removal of your business will not obligate The Hive to give you a refund for fees paid.
If you don't agree with any of these terms, you shouldn't use our services.
1b. CHANGES IN THESE TERMS
The Hive NZ reserves the right to make changes to these terms - When changes are planned on a bigger scale we will give you plenty of notice to decide whether you can agree with the renewed terms & conditions. It is your responsibility to keep up to date on these Terms & Conditions and any changes made to them.
LAST UPDATE OF THESE TERMS & CONDITIONS: 17-05-2018
Below a list of wording used in these Terms & Conditions and their meaning.
Advertiser/Seller is a business owner signed up with our website with a Bumble Bee, Honey Bee or Royal Bee contract, in the 2 top tier contract also selling products on our website.
Customer is the person that browses and shops on our website, buying products/services from the shop or store pages
Listing/product are the items our sellers or The Hive's admin put up for sale on our website.
Options are all the contracts and additional 'perks' we offer on top of your contract with The Hive NZ
Contract is the type and the length a seller has signed up for on our website.
Website's Shop is the MAIN shop where our advertisers' products are sold on the website - within many categories
Category is a part of the shop on the website where items are put together that fit together
Store page is where all the products of one business are listed together with their logo and an 'ABOUT' section.
WE, US, OUR is referring to The Hive NZ
YOU, YOUR is referring to our advertisers
2. PLEASE TAKE NOTE
2a. RESPONSIBILITY AND ACCOUNTABILITY.
The Hive helps you facilitate sales on our website. However, we do not take any responsibility for the content of your product listings, the content on your store page, the product you send, your sales or your reviews regarding your sales. We facilitate and monitor your content but are not responsible for it.
You are expected to show excellent customer service also when that means the customer requires a full refund.
If you receive instruction from The Hive's admin regarding any of your content on the website, details of your orders, etc. you are required to follow these instructions. The Hive's instructions will only be made with their affect on customer service in mind AND for legal reasons.
We expect you - and you can expect from The Hive NZ - to follow NZ laws in regards to sales and products at all times. Any consequences legally or financially you face are yours and yours alone. The Hive NZ merely facilitates your content.
2b. FEES ON SALES
The Hive takes no money from your sales with the exception of the Bumble Bee contract (7% success fee over total order amount from the business in a Bumble Bee contract) - we merely facilitate your product listings and store page. We have specific terms related to order payments to our sellers, more below - please also read more about our BEE SAFE-BUYER PROTECTION here.
2c. YOUR ACCOUNT DETAILS
You will make sure any changes in address, email, website links, etc. will be changed on our website in order to keep the website and our records up to date at all times. When changing your payment form; like changing your bank account number or changing from PayPal to bank deposit, you are required to email ADMIN of this change.
2d. YOUR UNDERSTANDING OF THE HIVE NZ
Although The Hive NZ provides the option for customers to buy products from the website - you are aware that The Hive NZ's main focus is to generate traffic and brand awareness for your business. The Hive can bring the traffic to the website but we cannot make the customer buy your product.
It can only survive and grow with the interaction of its members. The more interactive you are the more your business will gain. The Hive NZ will help you and guide you in any way possible to reach the highest return for your fee.
Being an active part of our Facebook community group (free access for small kiwi businesses) is a minimum requirement to achieving this.
2e. EXPOSURE FOR YOUR BUSINESS
When you have a Honey Bee or Royal Bee contract, The Hive NZ will promote your business on social media platforms such as Facebook, Instagram, Google+ and Twitter. The exposure will be divided and rotated over the multiple social media options. You do understand that The Hive NZ is run by humans so in case of any misunderstanding you will contact us directly to discuss.
As The Hive grows, you understand that listing new products/services is the biggest trigger to receive shout outs and exposure on social media.
For specific mentions or shout outs, please contact us via email.
3. PRODUCT LISTINGS
3a. PRODUCT LISTINGS' CONTENT
You are solely responsible for your product listings' content.
You are expected to make sure you use proper grammar and punctuation.
Your product's description needs to describe your product in detail AND hold only truths. Any misrepresentation of features or avoiding to disclose important details might result in warnings and ultimately the removal of your product/service and even your business.
You are not allowed to refer customers to external links within your listings or your listing's images.
PLEASE DO NOT repeat the same content within your product's listings and PLEASE DO NOT copy your content as you have it listed elsewhere. Both will affect your product's SEO rating - how easy they are found/shown on search engines - negatively.
You are required to list your product(s) with a price that INCLUDES post within New Zealand. Your description should say (at the bottom); the type of post you are using, that it is included in the price AND it should mention a delivery time.
3b. LISTING A PRODUCT - THE PROCESS
Once you list a product, we will review it for approval within 24-36 business hours and leave an error message within the listing if improvements need to be made. You can find more information and instructions in the 'error codes' part of the help section.
We also - during that process - add our SEO and other magic that helps your product to be found and viewed online.
Once approval has happened, your products will automatically appear within the shop's categories as well as on your store page.
We will edit where we see fit - if rules have not been adhered to. You will be notified via email where admin sees fit.
We reserve the right to disable or delete content where we see fit - you will be warned and redirected to the help section and errors pages if need be.
3c. NEW LISTINGS
You are more than welcome to add new listings regularly - if you have reached your contract's limits you will need to delete a product in order to add a new one. You can always upgrade to Royal Bee of course where there is no limit to the total amount of products you list.
Adding a new product will trigger shout outs on The Hive's social media and give you extra exposure on our website and social media platforms.
You are not allowed to list the exact same product with the exact same content and the exact same main image more than once on the website. You ARE allowed of course to list each colour/size option as a separate listing (as long as the main image is not the same). However, we advise you to use the OPTIONS to create drop down menus within your listings, this will not only reduce the amount of listing 'slots' you are using, but it will also improve the customer experience.
3d. STOCK LEVELS
You are solely responsible for keeping track of your product's stock levels and the options available within a listing as well as making sure your image(s) represent the actual product you are sending to the customer in case of a sale.
Repeated issues with stock levels not updated or products sold out prior to you updating on the website (and customers purchasing items you don't have available), may result in warnings and consequently the removal of your business from the website.
3e. DELIVERY TIMES
The delivery times you mention within your product's listing or on your store page at the time of the customer's order, you need to adhere to as much as you can.
The Hive does not allow for more than a 4 week delivery time on products sold on the website. There are some items that could potentially receive allowance for an exception, so please contact admin if you need a longer delivery time on your listings.
Obviously we understand that sometimes situations occur where you cannot meet the delivery time you had listed at the time the customer ordered. If this happens you are required to communicate this within system and within the ORDER details placed by the customer within AT MOST 3 working days PAST the initial advertised delivery date.
This means the customer can then access those details within their order details and read your message.
Please be aware; the customer is entitled and completely within their rights to cancel their order and ask for a refund if the 'new delivery time' does not work for them.
ALL COMMUNICATION related to delays in delivery times are to be done through the ordering system - this way there is always a record of it. Choosing to communicate privately with the customer via email can cause major issues later when you need our help to negotiate for you. Without proof in our records, we will not be able to represent you.
4. ORDERS AND PAYMENTS
4a. CUSTOMER PAYMENT OPTIONS
The Hive NZ offers customers to pay for their orders via PayPal, they can choose to pay with a credit card (no PayPal account needed) as well, they can do this from the initial PayPal screen.
PayPal charges 3.4% + $0.45 per order - your share of the fees will be deducted before you get paid. when we pay you, you will be sent a receipt and invoice that outline the details of the order, the fees and the amount paid to you.
From May 2018 we are offering OXIPAY to our customers. This is a system where the customer can register with Oxipay and then place an order and pay in it 4 easy payments. The first payment on the day of the order, the 3 further payments are to be made fortnightly.
Their payment will come to us straight away - it is Oxipay the customer has a payment arrangement with. This means that you need to check the order and treat it like any other order.
Oxipay charges a 4.25% success fee (+GST) per order - your share of the fees will be deducted before you get paid. When a REFUND is made to the customer, the fee taken by Oxipay does NOT get returned, this cost is for you to take on.
4b. SALE PROCESS AND PAYMENTS - YOU CHOSE TO RECEIVE ORDER PAYMENTS IN YOUR BANK ACCOUNT
Once a sale is made for one of your items, you will be notified via email and you will be required to take action on this within 24-48 hours (at the very minimum check the order and make sure everything is clear and ready for you to create and send)
You are required to send out the item(s) within the delivery time frame you have written in your product's description (counting from when payment has been cleared which is instant ) and you list the order as SENT within your order dashboard. You are REQUIRED to leave a message for the customer within the system that includes the tracking details (if applicable) AND you need to sign off with your business name!
Once you have listed the order as sent, from there we calculate 8 working days. The following WEEKEND, payment will be made into the bank account you have provided us. You will need to list the item as sent in the system to trigger payment into your account.
Payment will be the sale amount minus PayPal fees (if applicable), no other fees are deducted unless otherwise agreed with you (for example in the case of a Bumble Bee contract, joint giveaways or a special store).
IMPORTANT: You need to make sure your bank account number as listed on your account is CORRECT and up to date at all times. IF you make a change to it, you need to ALSO send ADMIN an email to notify them of the change. It is your responsibility to inform us of any bank account changes - if you have not notified us and payments go into the wrong account, this is NOT The Hive's responsibility.
4c. SALE PROCESS AND PAYMENTS - YOU CHOSE TO RECEIVE ORDER PAYMENTS IN YOUR PAYPAL ACCOUNT
Once a sale is made for one of your items, you will be notified via email and you will be required to take action on this straight away (at the very minimum check the order and make sure everything is clear and ready for you to create and send)
You are required to send out the item(s) within the delivery time frame you have written in your product's description - This delivery time is counted from when payment has been cleared (which is instant ) . Once you have sent the order you list the order as SHIPPED within your order dashboard. You are REQUIRED to leave a message for the customer within the system that includes the tracking details (if applicable) AND you need to sign off with your business name!
From there we calculate 8 working days. The following WEEKEND, payment will be made into the PayPal account you have provided us. You will need to list the item as sent in the system to trigger payment into your account.
Payment will be the sale amount minus the PayPal fees (if applicable) AND then also the PayPal fee for you to receive the payment - PLEASE NOTE: if you chose this payment option you are paying PAYPAL FEES TWICE!
No other fees are deducted unless otherwise agreed with you (for example in the case of a Bumble Bee contract joint giveaways or a special store).
IMPORTANT: You need to make sure your PayPal details as listed on your account are CORRECT and up to date at all times. IF you make a change to it, you need to ALSO send ADMIN an email to notify them of the change. It is your responsibility to inform us of any order payment changes - if you have not notified us and payments go into the wrong account, this is NOT The Hive's responsibility.
5. CUSTOMER SERVICE - REQUESTS FOR REFUNDS OR REPLACEMENTS
5a CUSTOMER REQUESTS A REFUND
The Hive will adhere to any laws applicable when it comes to a customer's request for a refund - you will be required to do the same.
The customer will have to give you a reasonable chance to fix the issue they have with your product. We will not allow for a 'I changed my mind' scenario obviously and The Hive will at all times stand by you wherever it reasonably can.
The customer will be required to return the product BEFORE a refund can be made, unless you have requested us to refund without the return of the product.
5b. CUSTOMER REQUESTS A REPLACEMENT
The Hive will adhere to any laws applicable when it comes to a customer's request for a replacement - you will be required to do the same.
Replacement requests are awarded when it is clear the product received by the customer is broken or faulty (image evidence will be required) - any costs involved will be yours.
5c. WHEN YOU HAVE NOT COMMUNICATED CLEARLY/HONESTLY WITHIN YOUR PRODUCT'S LISTING
If a customer is unhappy with a product and states the listing's description and/or images are not representative of the product they ordered and received, then The Hive will ask for proof and even images that clearly show the product's 'problem'.
Once it is deemed the customer is correct in their claim, we will will require them to return the product to you at your cost and they will be given a full refund.
5d.1 IF YOU DO NOT COMMUNICATE ANY DELAYS
The Hive's reputation is at stake when you do not deliver to the time frame mentioned in your listing / on your store page AND you do NOT communicate with the customer about it. How the customer views the reliability of ordering on The Hive affects the other sellers too.
Failure to communicate with the customer (as described above in 3e) within their order details in the case of ANY type of delays will incur a penalty for the seller. This penalty (15% of the product price) will be given to the customer as a partial refund to make up for the lack of communication. You - the seller - will still be required to send the order out to the customer.
PLEASE NOTE: if you offer excellent customer service by promptly, clearly and kindly communicating with the customer about any delays (within the system; in their order details), then this penalty will NOT be given. This rule is NOT for the businesses that understand how important customer service and clear communication is, this rule is for the very few that can potentially bring down the reputation of The Hive and its sellers.
6a. THE HIVE'S USE OF YOUR CONTENT
The Hive NZ will use your images and other content to promote your business and its products and/or services. This extends to all social media, the website, email, cross advertising with other businesses and any other type of advertising we might think of.
This content can be shared or still be available ( in the history of all platforms) after your contract with the website has ended.
6b. OWNERSHIP OF CONTENT / PERMISSION TO USE
Any images you provide The Hive NZ, are yours or you have gained the permission to use the image.
In the case of ANY copyright issues you are responsible for the images you have provided. Watermarks by non advertisers of The Hive are not allowed.
Please watermark your images with your business name, (LINKS NOT ALLOWED), to prevent them to be used by others as their own.
In case of any dispute raised by an external party on your content or images used - we will contact you immediately. If the external party seems to have a strong case - or there is too much doubt without proof on your end, we will choose to delete the content and ask you to use different content or image(s).
The Hive NZ will - at all times - follow NZ law.
7a. The use of our services and website is completely at your own risk - we will try to mediate, resolve and help as much as we can but by doing so, we do not accept any responsibility for any malfunctions or bad reviews.
7b. The Website is provided on an AS IS and AS AVAILABLE basis without any representation or endorsement made and without warranty of any kind whether express or implied, including but not limited to the implied warranties of satisfactory quality, fitness for a particular purpose, non-infringement, compatibility, security and accuracy.
7c. To the extent permitted by law, www.thehivenz.co.nz will not be liable for any indirect or consequential loss or damage whatever (including without limitation loss of business, opportunity, data, profits) arising out of or in connection with the use of the Website.
7d. www.thehivenz.co.nz makes no warranty that the functionality of the Website will be uninterrupted or error free, that defects will be corrected or that the Website or the server that makes it available are free of viruses or anything else which may be harmful or destructive.
7e. Nothing in these Terms and Conditions shall be construed so as to exclude or limit the liability of www.thehivenz.co.nz for death or personal injury as a result of the negligence of www.thehivenz.co.nz or that of its employees or agents.
You agree to indemnify and hold www.thehivenz.co.nz and its employees and agents harmless from and against all liabilities, legal fees, damages, losses, costs and other expenses in relation to any claims or actions brought against www.thehivenz.co.nz arising out of any breach by you of these Terms and Conditions or other liabilities arising out of your use of this Website.
If any of these Terms and Conditions should be determined to be invalid, illegal or unenforceable for any reason by any court of competent jurisdiction then such Term or Condition shall be severed and the remaining Terms and Conditions shall survive and remain in full force and effect and continue to be binding and enforceable.
10. GOVERNING LAW
These Terms and Conditions shall be governed by and construed in accordance with the law of New Zealand and you hereby submit to the exclusive jurisdiction of the New Zealand courts.