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This article applies to selling in: United Kingdom

Policy on Selling of Services in the Amazon Stores

This policy supplements the Amazon Services Europe Business Solutions Agreement (the "Agreement") and applies to the offer and sale of any services that you offer through the Selling on Amazon service ("Your Service(s)), including In-Home Services, In-Store Services and Ship-to-Store Services. "In-Home Services" means the services you provide to Amazon customers in their home. "In-Store Services" means the services you provide at your store, in connection with products brought in by Amazon customers. "Ship-to-Store Services" means the services you provide to Amazon customers in connection with Shipped Product(s) at your store.

  1. Your Responsibilities.

    In addition to the obligations described in the Agreement you will, and will cause any affiliate or third party administering, warranting, or otherwise involved in the offer, sale, or performance of Your Services, including your employees, representatives, agents, contractors, and subcontractors (collectively "Your Personnel") to at all times:

    1. Perform Your Services in accordance with the information set forth on the applicable service description page on the Amazon Site and in accordance with any applicable instructions by manufacturers or other requirements applicable to the product and/or service relating to that product.

    2. Perform Your Services with the highest level of care, skill and diligence in accordance with best practice customarily observed by highly skilled professionals rendering similar services.

    3. Comply with any service level requirements and other requirements that Amazon may designate under the Agreement and any Program Policies referenced therein, and, upon request, provide Amazon with reports (in a form designated by Amazon) relating to your compliance with these requirements.

    4. Maintain and comply with industry standard and any other certifications and licenses required by applicable laws or regulations and, upon Amazon's request, provide copies to us. Amazon requires you to hold appropriate and valid licenses, registrations and certifications for performing the services you offer on Amazon. All technicians must also have valid qualifications, licenses and certifications for the work they perform. It is your responsibility to ensure your business and technicians satisfy these requirements at all times. Failure to comply with these requirements may result in the suspension of your Amazon account. Amazon can restrict your ability to offer certain services, or complete certain types of jobs, until license information has been validated. In addition, Amazon has the right to request copies of your license information at any time.

    5. Use Confidential Information made available to you, including customer addresses and telephone numbers, solely for the purpose of communicating with customers of Your Services to schedule or cancel them in accordance with Amazon’s Program Policies including this Selling of Services Policy and the Policy on Prohibited Seller Activities and Actions, and ensure that any third-party software you use in rendering Your Services similarly protects Confidential Information.

    6. Not in any way represent to customers that you or Your Personnel are Amazon or that you or Your Personnel act on behalf of Amazon.

    7. Inform Amazon of any and all regulatory filings or permits that Amazon is obligated to obtain in order for you and/or Your Personnel to perform Your Services.

    8. Comply with all other requirements designated by Amazon under this Selling of Services Policy and any other applicable Policy referenced in the Agreement.

  2. Representations and Warranties.

    In addition to Section 5 of the Agreement, you represent and warrant that: (a) Your Services and all aspects of their offer, sale, and performance will comply with all applicable laws, including any applicable licensing, permit, registration, or filing requirements; and (b) you and Your Personnel are authorized to lawfully provide Your Services, including required permits and under any applicable immigration and work status laws.

  3. Cancellations.
    1. Provider Cancellation.

      As a Selling Partner in the Amazon Store, it is important to note that your customer reviews, ratings and performance metrics might be negatively affected by cancellations. Please consider the following recommendations to prevent cancellations:

      1. Ensure your scheduling availability is always up-to-date with Amazon.
      2. Review scopes of work carefully on any service that you intend to offer.
      3. Review an order’s details to determine if a related product is attached and ensure that your technicians are familiar with the product in question.

    2. Customer-requested Cancellation.
    3. We encourage you not to cancel appointments on behalf of the customer. If a customer contacts you to cancel, it is important to first confirm why the customer wants to cancel and then direct them to their account to cancel the order. The one exception is a customer cancellation request within 24 hours of a scheduled appointment: Amazon will require the customer to contact you, the Selling Partner, to perform the cancellation in this event. If a customer does want to cancel an order due to scheduling conflicts such as product damage or time changes but they would still be interested in the service at a later date, advise the customer to reschedule. Cancelled orders cannot be reactivated and if the customer cancels, they will need to reorder the service.

  4. Buyer-seller Communication.

    Save for your confidentiality obligations under the Agreement and in addition to applicable Amazon Policies including the Policy on Prohibited Seller Activities and Actions, you and Your Personnel will not at any time solicit orders for any products or services that are not described in the applicable order notification from, or market such products and services to, any Person that has ordered Your Services, except as expressly permitted under the Agreement and applicable Amazon Policies.

    As a Selling Partner, you can only contact a customer, or buyer, to complete a service order or to respond to a customer service request. You cannot use Confidential Information to contact customers in any way for marketing or promotional purposes by email, post, telephone or otherwise.

    If you send an email/message to a customer through the buyer-seller communication channel, your email/message should not include any of the following:

    1. Links to any website external to Amazon
    2. References to you or your email address
    3. Promotions for additional products, services or referrals to third-party products, services or promotions

  5. Payment Acceptance Policy.
  6. As a Selling Partner in the Amazon Store, you must ensure that all payments (including refunds and discounts) for service orders and customer requests initiated through the Amazon Site are processed through the Amazon Site. Failure to comply with this policy may result in a warning, suspension of your selling privileges and/or termination of your selling privileges. If we determine that you or Your Personnel have circumvented this policy, we may withhold any payments to you until the completion of any related investigation, and/or recover Amazon's fees by any method set out in the Agreement and in your Amazon Payments Europe Selling on Amazon User Agreement and/or Amazon Payments UK Selling on Amazon User Agreement.

  7. Insurance.

    Save for Section 8 of the Agreement, you will and will cause your affiliates (including through a third party) to maintain: (a) commercial general liability insurance to cover liabilities caused by or occurring in conjunction with the offer, sale, and performance of Your Services; and (b) auto liability insurance with limits of at least £300,000 per loss if the performance of any of Your Services involves the operation of an automobile or other motor vehicle. Notwithstanding the previous sentence, if you are approved by us to list optional coverage plans, you will maintain commercial general, umbrella, and/or excess liability insurance with limits of at least £2,000,000 covering liabilities caused by or occurring in conjunction with the operation of your business, including products, products/completed operations and bodily injury. At our request, you will provide to us certificates of insurance for the coverage by email at or c/o Amazon, P.O. Box 81226, Seattle, WA 98108-1226, Attention: Risk Management.

  8. Fees.
  9. The fees applicable to each of Your Services will be in accordance to the Selling on Amazon Fee Schedule.

  10. Zero tolerance for inappropriate behaviour towards customers.
    1. Upon specific indications, Amazon will immediately suspend selling privileges for you and/or your personnel pending our investigation of any of the following alleged customer-reported incidents:
      • Theft from a customer's home
      • Physical or verbal abuse, or harassment of a customer or any other person in a customer's home
      • Use of drugs or alcohol on the job

    2. Amazon will investigate and may suspend selling privileges for you and/or your personnel for any of the following alleged customer-reported incidents:
      • Assigning a technician to a job for which that technician does not have the required licence or clear background check
      • Property damage in excess of £ 10,000
      • A technician appearing to be under the influence of drugs or alcohol on the job
      • A technician attempting to process payment outside of Amazon for services ordered and/or customer requests initiated through Amazon

    Amazon will decide the outcome of each investigation. You may appeal if you disagree with our finding within thirty (30) days of our notification.

  11. Important: additional requirements by type of services.
    1. Background Checks for In-Home Services:

      In case you perform In-Home Services, you and Your Personnel who will be performing any of Your Services at a customer's residence, business, or other location designated by the customer must successfully pass an individual background check. This check will be facilitated through Amazon and then independently conducted by a competent third party, unless we inform you in writing that you are exempt from this process. If exempted, to the extent permitted by applicable laws, you will be required to periodically perform these same checks on Your Personnel including (i) a complete criminal records check or such check as may be appropriate in the country you are providing Your Services, and (ii) a search on any relevant government sanctions lists, including the OFAC’s Specially Designated Nationals and Blocked Persons List and Foreign Sanctions Evaders List and the EU Consolidated List (collectively, “Sanctions Lists”). You will not permit an individual with a criminal record or included in the Sanctioned People’s List to perform Your Services, unless the criminal records are expunged, sealed records or considered “spent” under applicable Laws. We may also periodically require a background check on Your Personnel or your business. We may request information regarding your background check policies and procedures (including before you offer any of Your Services through the Selling on Amazon service) with 24 hours’ notice. In the event of such a request, you must provide us (and our auditors or other advisers) with all reasonable co-operation, assistance and documentation in relation to each request. Amazon acknowledges that you may not be able to conduct criminal records and Sanctioned People’s List checks on sub-contractor personnel. For the avoidance of doubt, you will impose all obligations in this section 9(a) on your sub-contractors in written agreements.

    2. Ship-to-Store Services:

      Where you provide the Ship-to-Store Services, the following terms will apply:

      1. In order to ensure the best possible service experience, fulfilment of your Ship-to-Store Services are subject to the service quality level requirements and performance metrics that can be found here.
      2. If on receipt of a product that you have received on behalf of an Amazon customer for the fulfilment of your Ship-to-Store Services (“Shipped Product”) you identify that it is damaged or defective, you will immediately contact Amazon customer services by telephone on an Amazon provided number to coordinate shipment of a replacement from the seller of record at no charge to the customer. You will use a prepaid return shipping label, provided by Amazon or the customer, to promptly return the damaged Shipped Product to the return address of the seller of record on the customer's behalf.
      3. If a Shipped Product is lost or damaged after you have received it but prior to the customer collecting it, you will immediately contact Amazon customer services by telephone on an Amazon provided number to arrange shipment of a replacement product at your expense and at no additional charge to the customer. Where the Shipped Product is not lost but damaged, you will promptly return the damaged Shipped Product to the return address of the seller of record at your expense.
      4. If a customer refuses to take possession of a Shipped Product for which you have completed your Ship-to-Store Services, you will promptly return the Shipped Product that you assembled or installed (as applicable) to the seller of record using a shipping label provided by Amazon or the customer. In this case, at no additional charge to the customer, you will restore the condition of any customer property that has been in your custody in connection with your Ship-to-Store Services (for example, the customer's car) to a condition that is at least as good as the property's original condition at the time that you received it.
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