Seller's Terms and Conditions

1. Agreement and scope

These Seller Terms and Conditions (“Seller Terms”) govern access to and use of the Cuzgem marketplace by a person or business that applies to list or sell gemstones, jewelry or approved related products (“Seller”). They supplement the general marketplace terms, Privacy Policy, Delivery Policy, Returns, Final Sale and Claims Policy, fee schedule, listing rules and other policies displayed by Cuzgem (together, the “Agreement”).

By applying, clicking acceptance, listing an item or continuing to sell after an update takes effect, Seller enters a binding agreement with Cuzgem, the marketplace operator based in Bangkok, Thailand, and agrees to the Agreement. If an individual acts for a company, that individual warrants authority to bind it.

2. Cuzgem’s role and the sales contract

Cuzgem operates a marketplace, verification, payment-support, communication, inquiry and AI-visualization environment. Unless checkout expressly identifies Cuzgem as seller, Cuzgem does not own or sell the listed item. Seller is the seller of record and enters the sales contract directly with the buyer.

Seller is solely responsible for the item, listing, price, availability, legal right to sell, invoice, taxes, consumer disclosures, packaging, shipping, authenticity, conformity, warranty and performance of the sales contract. Cuzgem may review listings, facilitate payments or refunds, hold funds, moderate communications and determine eligibility for its platform protection process.

3. Eligibility, verification and approval

Seller must be at least 18, legally capable of contracting and located in an approved country. Seller must provide accurate, current and complete identity, address, company, ownership, tax, banking, licensing and product-source information requested by Cuzgem or its providers.

Cuzgem may approve, reject, condition, pause or revoke seller access in its discretion, subject to applicable law. Approval is personal to the verified person or entity and may not be transferred, shared or sold. Seller must promptly report changes in ownership, control, address, bank account, tax status, sanctions status or professional/private seller status.

Seller authorizes proportionate identity, business, sanctions, fraud, certificate and source verification. Seller must complete re-verification on request. Cuzgem may display trader information required by law.

4. Trial, subscriptions, fees and taxes

An eligible newly approved Seller may receive one five-week trial for the verified business. Duplicate accounts, successor accounts or related persons may not obtain repeated trials. Trial features, limits and end date are shown at enrollment. Unless the checkout and applicable law provide otherwise, access to paid seller features ends when the trial ends unless Seller selects a paid plan.

Seller must pay the subscription, commission, payment, refund, chargeback, inspection and other fees stated in the then-current Pricing Schedule. Prices may be shown in USD even if Stripe or another approved provider settles to Cuzgem or Seller in another supported currency. Exchange rates, cross-border fees and provider fees may apply as disclosed at checkout or payout.

Seller must complete the Stripe Connect onboarding and verification steps required for its country and account configuration. A Cuzgem seller approval does not guarantee that Stripe will enable payments or payouts. Stripe may request additional identity, ownership, banking, tax or business information and may restrict or suspend a connected account under its own legal and compliance requirements.

Seller is responsible for determining, collecting, invoicing, reporting and remitting taxes, duties and regulatory charges for which Seller is legally responsible. Cuzgem may calculate, withhold or report amounts where required by law.

5. Products allowed on Cuzgem

Cuzgem accepts only categories expressly enabled by the marketplace. Loose gemstones listed as gemstones must be natural. Synthetic, laboratory-grown, simulated, counterfeit or deceptively assembled stones are prohibited unless Cuzgem creates a separate, unmistakably labeled category in writing; at present no such category is authorized.

Seller must not offer stolen, unlawfully mined, sanctioned, conflict-linked, embargoed, counterfeit, unsafe, recalled or illegally imported/exported products, or products that infringe intellectual property or wildlife/material restrictions.

Seller warrants lawful title, possession or documented authority to sell each item and that the item remains available until sold or removed. Seller may not list the same unique item as simultaneously available elsewhere unless stock synchronization prevents double sale.

6. Accurate gemstone and jewelry listings

Every listing must be complete, specific, understandable and not misleading. As applicable, Seller must accurately disclose:

gemstone group: single stone, pair, set of three stones, or layout;
species and commercial variety;
natural status;
total and per-stone carat weight where required;
length, width and depth in millimeters, including per-stone data for pairs and sets and the stated averaging method for layouts;
number of stones in a layout;
shape and cut;
color description and clarity description;
every known, suspected or detectable treatment, enhancement, filling, coating, heating or modification, including “untreated” only where Seller has a reasonable basis;
origin only where Seller has a reasonable and documented basis, with any laboratory qualification;
condition, chips, abrasions, fractures, repairs, durability issues and manufacturing limitations;
certificate laboratory, report number, date, matching characteristics and any limitations;
jewelry metal, hallmark, weight, dimensions, size, workmanship, setting, other stones and prior alterations;
price, currency, included taxes, shipping cost, handling time, return status and destination restrictions; and
any material fact a reasonable buyer would need to make an informed decision.

Trade terms and grading language must be used consistently with recognized gemological practice. Seller may not keyword-stuff, conceal an adverse fact in an image, or make unsupported claims such as “investment grade,” “museum quality,” “conflict free,” “ethical,” or a definitive geographic origin.

7. Photographs, video and certificates

Seller must upload current media of the actual item, not a materially similar example. Media must be sharp, color-balanced and free of deceptive filters, generative alteration or undisclosed retouching. Seller must identify magnification, special lighting or color-affecting conditions where material.

For loose gemstones, Seller must complete all media fields required for the relevant listing, which may include top view, side view, 360-degree video, video on hand and video in natural light. Where Cuzgem designates an item “AI Ready,” Seller must at minimum provide the required photographs and millimeter dimensions. AI-ready status does not verify authenticity or quality.

Certificates must be genuine, legible and correspond to the item. Seller may not edit a report image other than privacy-safe redaction approved by Cuzgem. Seller must disclose if a report can no longer be independently verified or if the stone has changed since examination.

8. Verification badges

Cuzgem alone controls the award, display and removal of badges, which may include:

Verified Seller — Cuzgem has completed the defined seller identity/business review;
Certificate Checked — Cuzgem has completed the defined certificate-reference check;
Physically Inspected — the item has passed through a recorded physical inspection process;
Stone Checked by Gemologist — a designated gemologist has completed the scope of review recorded for the item;
Cuzgem Authenticated — the stone has passed the enhanced Cuzgem authentication procedure recorded for that item, consisting of either re-examination by a Cuzgem-authorized independent laboratory or a documented physical comparison of the stone and its certificate together; and
Top Seller — an administrator-awarded seller status available only after Cuzgem records show at least 100 completed orders and at least 95% positive reviews under the then-current published calculation method.

Only an authorized Cuzgem administrator may award, display, suspend or remove these badges. Seller may not self-award, reproduce, alter or imply a badge outside its authorized listing or profile. A product badge states only that the defined process occurred at the recorded time. “Top Seller” describes historical marketplace performance and is not a guarantee of future service, product quality or transaction outcome. No badge is a guarantee of future condition, value, origin, investment performance or every undiscoverable characteristic.

9. AI descriptions, sketches, renderings and 3D files

AI tools assist but do not replace Seller’s professional judgment. Seller must review and correct every AI-generated description, translation, sketch, rendering, setting suggestion, price estimate, CAD or 3D output before use. Seller remains responsible for accuracy, intellectual-property clearance, structural safety, tolerances, stone security, manufacturability and customer disclosures.

An AI-generated depiction must be clearly labeled and may not replace photographs or video of the actual item. Seller may not represent an AI image as a finished physical product or guarantee that a finished piece will look identical. Any manufacturing specification approved by the buyer must identify controlling dimensions, materials, tolerances and finishes independently of the visualization.

Seller must have rights and permissions for every image, logo, design, person or other material submitted to an AI feature. Seller may not upload confidential buyer material for another purpose or use AI to imitate protected work deceptively.

10. Pricing, orders and no circumvention

Seller must honor the price and terms shown when an order is placed, except for an obvious error that applicable law permits Seller or Cuzgem to correct. Extra charges, hidden shipping fees and post-purchase price increases are prohibited.

Seller must not use Cuzgem to identify a buyer and then complete, renew or solicit the same or a related transaction outside Cuzgem. Seller must not place contact details, QR codes, URLs, payment instructions or coded messages in listings, images, certificates or messages to avoid fees or protections.

All offers, order changes, additional media, buyer approvals and dispute communications must remain in Cuzgem’s systems so that a reliable record exists.

11. Payments, payout hold, refunds and reserves

Seller must not ship until Cuzgem confirms cleared payment. Cuzgem and Stripe may hold funds and perform identity, fraud, sanctions or transaction checks. After carrier-recorded delivery, payout remains subject to the 72-hour Cuzgem Protection Appeal period. A timely appeal, chargeback, suspected fraud, legal order, reserve, tracking anomaly, account restriction or policy review may extend the hold.

If no timely appeal or other hold applies, Cuzgem aims to instruct Stripe to release the eligible payout as soon as reasonably practicable, normally within one business day after the 72-hour period expires. Stripe and banking processing occur outside Cuzgem’s direct control. Standard payout arrival may take additional business days, and any instant-payout option depends on country, account and payment-method eligibility and may carry an additional fee.

Seller authorizes Cuzgem, to the extent permitted by law and payment-provider rules, to cancel an order, refund a buyer, deduct sums from Seller’s balance, delay payout, maintain a reserve or charge an authorized payment method for refunds, chargebacks, fees, penalties expressly permitted by law, inspection costs or losses attributable to Seller’s breach.

Seller must cooperate promptly with payment and chargeback evidence requests. Seller bears the risk of loss arising from inaccurate listing, non-delivery, inadequate packaging, fraud attributable to Seller, an invalid certificate, or Seller’s failure to maintain required proof.

12. Delivery obligations

Seller must comply with the Delivery Policy, including regional delivery rules, trackable dispatch, full-value protection, signature, secure packaging, accurate customs documentation, timely status updates and use of the order address. Seller selects, contracts with, instructs and is responsible for the carrier. Seller must pay the carrier unless Cuzgem expressly agrees otherwise and must manage loss, damage, redelivery, return-to-sender and insurance claims.

For an address inside the Bangkok delivery zone displayed at checkout, Seller must provide delivery without charging the buyer a separate delivery fee. Seller may not require collection from Cuzgem’s Bangkok office or represent that the office is a customer collection or return point.

Seller must not use a carrier or on-demand delivery service whose terms prohibit, exclude or inadequately cover the relevant gemstones, diamonds, jewelry, precious metals or declared value. Where ordinary carrier liability does not cover the full order value, Seller must obtain separate insurance or use a Cuzgem-approved specialist secure-logistics provider.

Seller may discuss necessary delivery details with the buyer only through Cuzgem. Seller may not move the conversation to personal email, WhatsApp, social media or telephone merely because delivery details are involved.

13. Returns, claims and mandatory rights

Seller must comply with the Returns, Final Sale and Claims Policy and respond to a claim by Cuzgem’s deadline. Seller must preserve listing files, product media, certificate checks, packing evidence, carrier acceptance and communications.

Seller acknowledges that the 72-hour Cuzgem appeal window is a platform payment and evidence procedure. It does not allow Seller to deny a non-waivable consumer remedy. A professional Seller must correctly identify itself, provide all legally required pre-contract information, and honor withdrawal, conformity, repair, replacement, reduction or refund rights where mandatory law applies.

Seller must not make the general statement “no refunds under any circumstances.” Seller may state “final sale; no voluntary returns, subject to mandatory law” and may rely on a genuine custom-made or other statutory exception only when the legal conditions are met and documented.

14. Buyer data and confidentiality

Seller receives no ownership interest in buyer data. Seller may use minimum fulfillment data only to perform the order, satisfy a legal duty and resolve the order. The restrictions in the Privacy Policy are incorporated into these Seller Terms.

Seller must apply least-privilege access, protect devices and accounts, keep data confidential, bind staff and service providers, and notify Cuzgem through the Privacy and Security option on the Contact Us page within 12 hours after discovering suspected loss, unauthorized access, disclosure, scraping or misuse of buyer or Cuzgem data. Seller must preserve evidence and follow lawful remediation instructions.

Seller must not sell, rent, disclose, enrich or combine buyer data; run a background or social search unrelated to fulfillment; upload buyer data into AI or advertising services; or retain it in personal contacts. Mandatory accounting records must be segregated and used only for the legal purpose.

15. Professional conduct and communications

Seller must communicate promptly, truthfully and professionally. Harassment, discrimination, threats, manipulation, review coercion, spam and misleading urgency are prohibited. Seller may send additional item photos or videos only through Cuzgem.

Seller must not request or accept off-platform payment, send malware, impersonate Cuzgem, disclose another person’s information, manipulate reviews or metrics, interfere with another seller, or exploit vulnerabilities. Suspected fraud or prohibited activity must be reported promptly.

16. Compliance, sourcing and records

Seller must comply with all laws applicable to the Seller, item, listing, buyer and destination, including consumer protection, product safety, advertising, tax, customs, export controls, sanctions, anti-money-laundering, anti-bribery, privacy, intellectual property, hallmarking and responsible-sourcing duties.

Seller must maintain invoices, acquisition and title records, treatment and certificate evidence, export/import records, tax records and other legally required documentation for at least 7 years after the relevant transaction or relationship ends, or longer where applicable law requires and provide relevant records to Cuzgem on reasonable request. Seller must not transact with a sanctioned party or conceal source, destination, ownership or value.

Cuzgem may remove a listing, request testing, notify authorities, freeze funds or suspend Seller where legality, authenticity, safety, source or sanctions concerns arise.

17. Listing content and intellectual property

Seller retains ownership of original listing content. Seller grants Cuzgem a worldwide, non-exclusive, royalty-free, sublicensable license for the term of the relevant intellectual-property rights to host, reproduce, format, translate, adapt, display, distribute and promote that content for operating, protecting and marketing Cuzgem and completed listings. Cuzgem will not use a private buyer file outside the permissions described in the Privacy Policy.

Seller warrants that it has all rights, releases and permissions necessary for the content and that Cuzgem’s authorized use will not infringe another person’s rights. Seller must remove personal data from product media unless lawfully necessary and approved.

18. Audits, corrective action and account measures

Cuzgem may review listings, orders, complaint patterns, seller performance, data access, communications, identity and compliance evidence. Seller must respond accurately and promptly.

Depending on risk and history, Cuzgem may educate or warn Seller; require correction, additional media, testing or a performance plan; remove or suppress a listing; limit features or payouts; revoke a badge; place reserves; cancel orders; suspend or terminate the account; notify payment providers, affected users or authorities; and seek other lawful remedies.

Cuzgem may take urgent action without prior notice where reasonably necessary to prevent fraud, data misuse, illegal trade, user harm or loss of evidence. Where applicable law requires reasons or an appeal mechanism, Cuzgem will provide them.

19. Suspension and termination

Seller may stop selling and request account closure, subject to completing orders, claims, refunds, fees, legal holds and retention duties. Cuzgem may suspend or terminate access for breach, risk, failed verification, nonpayment, inactivity, legal requirement or discontinuation of a service.

Termination does not affect accrued payment, refund, tax, confidentiality, data, intellectual-property, indemnity, liability, dispute or recordkeeping obligations. Cuzgem may preserve transaction records and evidence as permitted by the Privacy Policy and law.

20. Seller warranties

Seller warrants on each listing and sale that:

Seller’s content, conduct and sale do not violate law, the Agreement or third-party rights.

all submitted information is accurate and not misleading;

Seller owns the item or has enforceable authority to sell it;

the item is lawful, authentic, safe, available and materially conforms to the listing;

a gemstone represented as natural is natural and every material treatment is disclosed;

certificates and provenance records are genuine and correspond to the item;

Seller will perform the sale, delivery, consumer and privacy obligations; and sale do not violate law, the Agreement or third-party rights.

21. Indemnity

To the maximum extent permitted by law, Seller will defend, indemnify and hold harmless Cuzgem, its affiliates, personnel and service providers from third-party claims, losses, penalties, chargebacks and reasonable costs arising from Seller’s item, listing, certificate, tax, delivery, data use, breach, illegality or infringement. This does not cover Cuzgem’s own unlawful conduct to the extent the loss cannot lawfully be allocated to Seller.

22. Disclaimers and limitation of liability

To the maximum extent permitted by law, Cuzgem’s marketplace, verification indicators and AI tools are provided “as available.” Cuzgem does not guarantee uninterrupted operation, sales, search position, investment value, exact AI or manufacturing output, user conduct, carrier performance, or a characteristic outside the recorded scope of a Cuzgem inspection.

Nothing excludes liability that cannot lawfully be excluded. Subject to that rule, Cuzgem is not liable for indirect, special, punitive or consequential loss; loss of profit, opportunity, goodwill or data; or the underlying product or sales contract. Cuzgem’s aggregate liability under the Seller Agreement will not exceed the greater of USD 1,000 or fees paid by Seller in the preceding 6 months, unless law requires otherwise.

23. Governing law and disputes

These Seller Terms and any non-contractual obligations arising from or connected with them are governed by the laws of Thailand, without regard to conflict-of-laws principles, except to the extent that mandatory law requires otherwise. Subject to any non-waivable forum right, Seller submits to the jurisdiction of the competent courts in Bangkok, Thailand for disputes with Cuzgem. Nothing in this clause removes a mandatory consumer right or prevents either party from seeking urgent interim or protective relief from a court with lawful jurisdiction. Before filing a claim, the parties will attempt in good faith for 30 days to resolve it through the Legal Notice form on the Contact Us page. This requirement does not prevent either party from seeking urgent interim or protective relief where available.

24. Changes, hierarchy and severability

Cuzgem may update the Agreement for legal, security, operational or product reasons. Material changes will be notified and take effect on the stated date; changes requiring consent will be handled accordingly. The version accepted when a sale occurs governs that sale unless mandatory law requires otherwise.

If documents conflict, the following order applies for seller obligations: a signed enterprise agreement; transaction-specific terms recorded at checkout; these Seller Terms; the Returns, Final Sale and Claims Policy; the Delivery Policy; the Privacy Policy; and operational guidance. Mandatory law always prevails to the extent it cannot be varied.

An unenforceable provision will be limited to the minimum extent necessary; the remainder continues. Non-enforcement is not a waiver. Seller may not assign without Cuzgem’s written consent. Cuzgem may assign with a reorganization or transfer of the Services, subject to law.

25. Contact and legal notices

Legal notices: use the Legal Notice form on the Contact Us page. Cuzgem may send notices to the email address registered to the Seller account.

Seller support: use the support option in the Seller Dashboard or the Seller Support form on the Contact Us page.

Privacy and security: use the Privacy and Security option on the Contact Us page.