Fresh Fruit “Freshness Guarantee” Seller Participation Terms and Conditions
Fresh Fruit “Freshness Guarantee” Seller Participation Terms and Conditions
Chapter I: Overview
Article 1 Scope of ApplicationThese terms and conditions (“T&C”) apply to authorized Sellers participating in the Programme. During the pilot phase, the service shall primarily target the Durian category. Protection will gradually expand to other fresh fruit categories based on system capabilities.Article 2 Definitions“Buyer” means a customer who purchases fruits products from the Seller via the Platform.“Core Evidence” means the mandatory documentation or proofs required from the Buyer and submitted to IGLOO, which constitutes an essential factor for IGLOO's consideration of a to the Seller.“Free Trial Period” means the duration during which the Service Fee shall not be calculated or charged to the Seller. “Seller” means an entity or a person who is registered as a seller or merchant on the Platform and sells fruits products to the Buyer via the Platform.“Onboarding” means the process by which the Seller formally commences participation in the Programme, arranged by IGLOO, where the Seller is required to submit additional information prior to such participation.“Platform" means the TikTok Shop e-commerce marketplace platform that is operated by the TikTok Shop (Thailand) Ltd and/or its affiliates which can be accessed through the “TikTok” application, desktop and/or mobile site and/or Android-based and iOS-based applications which can be accessed through a computer device and/or mobile device. “Programme” means the freshness guarantee service, a benefit protection program managed by IGLOO, under which participating Sellers subscribe to protection for fruit products sold through their stores via the Platform. The conditions for this service protection shall be further explained in this T&C.“Reimbursement” means the payment made by IGLOO to the Seller’s settlement account, compensating the Seller for the financial loss incurred when an eligible Buyer’s refund request is approved under this Programme.“Service Fee” means the fee paid by a Seller to IGLOO in consideration for their participation in the +Programme.“Service Request” means the formal submission by the Seller requesting IGLOO’s review of the Core Evidence for the purpose of determining Reimbursement eligibility.Chapter II: Terms of Enrollment and Operation
Article 3 Fees, Subscription, Auto-Renewal and UnsubscriptionOnboarding. Seller will be required to submit the following documents to IGLOO to complete the Onboarding via https://fresh-guarantee-app-318928070924.asia-southeast1.run.app/:● Company / Partnership affidavit (for entity)● Thai national ID / Passport (for individual)● Bank account name and number● Email address● Phone numberFree Trial Period. Upon completing the Onboarding, the Seller will automatically enter a Free Trial Period. The duration of the Free Trial Period will be communicated to the Seller by IGLOO via email address. The Free Trial Period is subject to change at IGLOO’s discretion, and any changes will be notified to the Seller in advance.Service Fee Rate. During the paid subscription period, the Service Fee rate shall be calculated at a fixed rate of 2.5% of the eligible order value. The eligible order value is defined as the net amount of each order sold by the Seller, specifically excluding costs associated with shipping and coupons, and calculated on a pre-tax basis.Invoicing and Payment. Unless stated otherwise in writing by IGLOO to the Seller, the payment of Service Fee by Seller to IGLOO shall be done through TTS platform. The Seller hereby agrees and authorizes TTS and/or its affiliate to (a) deduct an amount equivalent to the Service Fee from the Seller’s account within the TTS platform; and (b) transfer and remit such amount to IGLOO on the Seller’s behalf. The Seller acknowledges and agrees that such deduction and collection by TTS and/or its affiliate, and the subsequent transfer to IGLOO, shall constitute full and valid payment of the Service Fee by the Seller to IGLOO. Seller and IGLOO, rather than TikTok Shop shall be responsible for the collection, withholding, payment, and reporting of any taxes arising from or in connection with Service Fees, unless TikTok Shop is entitled to withhold any tax on your income according to the applicable law. Rate Lock. Sellers participating in the Programme will have their Service Fee rate locked at 2.5% of the eligible order value for the first three (3) months following the Free Trial Period.Reimbursement. Upon receipt of the Service Fees, IGLOO shall disburse all eligible Reimbursement to TTS and/or its affiliate for onward transfer to the Merchant’s internal account within the TTS platform, unless stated otherwise in writing by IGLOO to the Seller. The Seller hereby agrees and authorizes IGLOO to disburse the Reimbursement in such manner, and agrees that TTS and/or its affiliate may transfer such sum to Seller in accordance with TTS settlement policy, provided that there are no outstanding disputes or investigations regarding the Service Requests.Subscription and Auto-Renewal. Upon expiry of the Free Trial Period, the Seller’s participation in the Programme will automatically continue on a bi-monthly rolling basis. The applicable Service Fee will be charged for each subsequent bi-month (“Auto-Renewal Mechanism”). The Seller expressly acknowledges and consents to this Auto-Renewal Mechanism. IGLOO shall provide the Seller with notice via email address not less than seven (7) calendar days prior to the commencement of the first paid billing period.Unsubscription. To unsubscribe from the Programme, the Seller must notify IGLOO in writing through email address: cs.th@iglooinsure.com at least five (5) calendar days before the next billing period commences ("Notice Deadline"). Any unsubscription request received after the Notice Deadline shall not take effect in the then-current billing cycle and shall instead take effect at the end of the immediately following billing period. The Seller shall remain liable for all Service Fees accruing through the effective date of unsubscription. No partial two-week Reimbursements will be issued.Article 4 Service Requests Operation Workflow| Step 1: Initiation by Buyer | The Buyer must initiate a claim by providing Core Evidence either via the Platform’s customer service chat or through the standard "Refund Only" after-sales request process. |
| Step 2: Seller Review | The Seller reviews the Buyer's submitted Core Evidence, ensuring they are in line with the standards and criteria detailed in Chapter III. |
| Step 3: IGLOO Pre-Approval Review | The Seller uploads the Core Evidence to the designated IGLOO Service Request platform. IGLOO will conduct a review of the submission, and the Seller will be able to access the results in real-time. |
| Step 4: Seller Processing | Following IGLOO’s determination from the IGLOO review, the Seller is required to proceed with the announcement of approval or rejection to the Buyer on the results of the Service Request. |
| Step 5: Seller Reimbursement | Service requests that have been approved by IGLOO in which the funds shall be reimbursed to the Seller in accordance with the timeline specified above. |
Chapter III: Reimbursement Standards and Evidence
Article 5 Reimbursement Determination StandardsService requests are processed for visible quality issues (including rot, mold, fermentation, severe physical damage, and weight shortage) according to the following standards:| Single-unit fruits (e.g., 1 Durian, 1 Watermelon): | ● More than 50% of the fruit remains but is rotten/damaged: 100% refund of the actual paid amount of the fruit.● Less than 50% of the fruit remains (buyer consumed more than half): 50% refund of the actual paid amount of the fruit. |
| Multi-piece / bulk packaging (e.g., a box of apples): | ● Damage ratio more than 50%: Full Refund (100%) of the actual paid amount of the order.● Damage ratio less than 50%: 50% Refund of the actual paid amount of the order. |
| Combined photo | Damaged fruit and the logistics shipping label visible in the same frame. |
| Clear close-up | Detailed shots of the damaged area (rot, spoilage, or damage clearly visible to the naked eye). |
| Timeliness proof | Timestamp confirming feedback within 24 hours of delivery/signing. |
Chapter IV: General Provisions
Article 7 Right to Modify Rules and InterpretationIGLOO reserves the right to modify these T&C at any time. Any significant changes will be communicated to the Seller via cs.th@iglooinsure.com to the Seller’s email address as submitted during the Onboarding at least fourteen (14) calendar days in advance. Changes that materially affect the Service Fee, scope of protection, or unsubscription rights shall require the Seller’s written acknowledgement before taking effect. Continued participation after the notice period constitutes acceptance of the updated terms.Article 8 Data Sharing ConsentBy signing these T&C, the Seller consents to IGLOO receiving order reference information (order ID, product value, delivery timestamp) from TikTok Shop for the sole purpose of calculating Reimbursement amounts and verifying Service Request eligibility. TikTok Shop’s role is limited to providing such order reference data only, and TikTok Shop is not a party to, nor responsible for, any aspect of the Programme. The Seller’s personal data shall be handled in accordance with IGLOO’s privacy policy.Article 9 Governing Law and Dispute ResolutionThese T&C shall be governed by and construed in accordance with the laws of Thailand. Any dispute shall first be resolved through good faith negotiation. If unresolved within thirty (30) calendar days, either party may refer the matter to the competent courts of Thailand.