1. Our Role as a Facilitator VendorMate operates strictly as a B2B tech-enabled marketplace connecting Corporate Clients (“Buyers”) with MSME Contractors (“Vendors”). We act solely as a facilitator and an intermediary. While we strive to ensure a seamless execution experience, VendorMate does not take direct legal or financial responsibility for project delays, quality defects, or independent payment failures between the Buyer and the Vendor. However, to maintain a high-trust and transparent ecosystem, we have established a structured 3-Phase Dispute Resolution Mechanism.
2. Phase 1: Amicable Mutual Settlement In the event of a disagreement regarding the Scope of Work (SOW), payment terms, timelines, or execution quality, both parties (Buyer and Vendor) are required to first attempt to resolve the dispute amicably through direct communication. A minimum window of 7 to 14 working days must be given for mutual resolution before escalating the matter to the VendorMate platform.
3. Phase 2: Escalation to VendorMate Mediation If the dispute remains unresolved after Phase 1, either party can raise an official dispute ticket on the VendorMate portal.

• Evidentiary Review: The VendorMate Grievance & Review Committee will step in to mediate. We will strictly rely on digital evidence uploaded on the platform, including Daily Progress Reports (DPRs), time-stamped site photos, approved Work Completion Certificates (WCC), Purchase Orders (PO), and in-platform chat logs.
• Hold Protocol: VendorMate reserves the right to freeze any platform fee refunds, security deposits, or wallet balances associated with the disputing parties until the matter is investigated.
• Decision & Limitation: VendorMate will provide a neutral, evidence-based recommendation to resolve the issue within 15 to 30 working days. However, VendorMate cannot legally force a financial settlement or debit funds from either party’s private bank accounts.

4. Phase 3: Legal Arbitration If the dispute cannot be resolved through our mediation process, it shall proceed to legal arbitration. As per our Master Agreement terms, the dispute shall be referred to a Sole Arbitrator mutually appointed by the disputing parties, or appointed in accordance with the provisions of the Arbitration and Conciliation Act, 1996. The arbitration proceedings will be conducted transparently, and the language of the arbitration shall be English/Hindi.
5. Governing Law & Jurisdiction This policy and all platform transactions are governed by the laws of India. Any legal proceedings, disputes, or claims arising out of the use of the VendorMate platform shall be subject to the exclusive jurisdiction of the competent courts at Gautam Buddha Nagar (Noida), Uttar Pradesh.
6. How to Raise a Dispute To escalate an unresolved issue, please write to our Grievance Officer with your complete case details, Project ID / RFQ ID, PO details, and all supporting evidence at: (Updated)

📧 Email: support@vendormate.in / scm@zugnooservices.com 

📞 Helpline: +91-7827895424 (Available Mon-Fri, 10:00 AM to 6:00 PM)

🔗 Important Links:

• Read our detailed Refund & Cancellation Policy
• Read our complete Terms & Conditions