Vendor Compliance Guidelines

Last Updated: [10 Sept 2026]

These Vendor Compliance Guidelines (“Guidelines”) establish minimum operational, product, safety, and regulatory standards for Vendors participating in the Palenque marketplace. They should be read together with the PalenquePH Vendor Agreement, Vendor KYC Policy, applicable marketplace policies, and Philippine law.

1. Business Legitimacy and Regulatory Compliance

Vendors must operate lawfully and maintain all registrations, permits, licenses, tax registrations, clearances, certificates, and governmental authorizations applicable to their legal form, business activities, location, and products.

As applicable, these may include:

• DTI Business Name Registration, SEC registration, CDA registration, or other applicable business registration;
• BIR Certificate of Registration and applicable tax documentation;
• Mayor’s/Business Permit and other applicable LGU permits or clearances; and
• Product- or activity-specific licenses, permits, certificates, or authorizations required by competent government agencies.

Required registrations and permits must remain valid while the Vendor is active on Palenque. Vendors must promptly inform PalenquePH of any expiration, suspension, revocation, cancellation, or material change affecting their authority to operate or sell their products.

PalenquePH’s verification of Vendor documents does not relieve Vendors of responsibility for their own compliance with applicable law.

2. Accurate Product Listings and Pricing

Vendors must ensure that product listings are accurate, current, and not misleading.

Product listings must accurately state, as applicable:

• Product name and description;
• Price and applicable unit or pack size;
• Quantity, size, variant, or other relevant attributes;
• Material product characteristics;
• Allergen or safety information where applicable;
• Product photographs that reasonably represent the item offered; and
• Other information required by applicable law or PalenquePH marketplace standards.

Products commonly sold by weight must be offered using the standardized weight or pack-size options made available or approved for the applicable listing. Vendors must not materially alter the quantity, size, variant, or product supplied without authorization through the applicable Palenque order or customer-support process.

Misleading descriptions, deceptive photographs, false pricing, undisclosed material information, counterfeit products, and other deceptive practices are prohibited.

3. Order Fulfillment

Vendors must process accepted orders within the preparation time communicated through the marketplace and use reasonable efforts to maintain accurate product availability.

Vendors shall:

• Prepare accepted orders accurately and within the applicable preparation time;
• Supply the products, quantities, sizes, packs, and variants shown in the confirmed order;
• Avoid preventable cancellations caused by inaccurate inventory or unavailable products;
• Not make material substitutions without authorization through the applicable Palenque process;
• Keep orders properly identified and ready for authorized pickup; and
• Cooperate reasonably with PalenquePH and the assigned rider in resolving fulfillment issues.

Repeated unjustified cancellations, material fulfillment errors, or failure to meet marketplace standards may result in corrective or enforcement action under the Vendor Agreement.

4. Product Safety, Freshness and Hygiene

Vendors are responsible for ensuring that products offered through Palenque are lawful, safe, fit for their intended purpose, and handled in accordance with applicable food-safety, sanitation, labeling, storage, and other regulatory requirements.

For fresh food and other perishable products, Vendors must follow applicable PalenquePH Fresh Food and Packaging Standards and reasonable industry-appropriate hygiene practices.

Vendors shall not offer or supply products that are contaminated, adulterated, spoiled, expired, unsafe, recalled, prohibited, counterfeit, unlawfully obtained, or otherwise unsuitable for sale.

Where temperature control is reasonably required for product safety or quality, the Vendor shall use appropriate storage, preparation, and packaging practices before handoff.

5. Packaging, Handoff and Cooperation with Riders

Vendors must prepare orders for safe and efficient pickup and delivery.

Vendors shall:

• Use clean, secure, food-safe, leak-resistant, or otherwise appropriate packaging for the applicable product;
• Separate products where reasonably necessary to prevent contamination, leakage, damage, or deterioration;
• Apply required labels or handling information where applicable;
• Have the order ready at or reasonably close to the communicated pickup time;
• Provide accurate pickup instructions and identify the correct order before handoff; and
• Cooperate reasonably with the assigned rider during pickup.

A rider or PalenquePH may report or refuse the handoff of an order where the packaging or condition of the product presents an apparent material safety risk. PalenquePH may require corrective action or take action under the Vendor Agreement where appropriate.

6. Customer and Marketplace Conduct

Vendors must act fairly and professionally when dealing with customers, riders, PalenquePH personnel, and other marketplace participants.

Vendors must not engage in fraud, harassment, abusive conduct, manipulation of orders, ratings, promotions, referrals or payouts, unauthorized use of customer information, or attempts to circumvent applicable PalenquePH marketplace controls.

Customer information obtained through Palenque may only be accessed and used in accordance with the Vendor Agreement, PalenquePH privacy requirements, and applicable data protection law.

7. Compliance Reviews and Corrective Action

PalenquePH may conduct reasonable scheduled, random, complaint-based, or risk-based compliance reviews concerning product quality, food safety, hygiene, packaging, listings, fulfillment, KYC information, or other marketplace standards.

Where an issue is identified, PalenquePH may request information, supporting documents, corrective action, or remediation from the Vendor.

Depending on the nature, severity, frequency, and risk of the violation, PalenquePH may take proportionate enforcement action under the Vendor Agreement, including:

• Warning or required corrective action;
• Product restriction or delisting;
• Temporary reduction or restriction of account functionality or visibility;
• Temporary suspension;
• A fee, deduction, charge, or other monetary consequence only where expressly provided under the Vendor Agreement or an applicable policy accepted by the Vendor; or
• Termination of Vendor participation.

Where appropriate and reasonably practicable, the Vendor may be given an opportunity to correct a violation before suspension or termination. PalenquePH may take immediate action where reasonably necessary because of suspected fraud, unlawful activity, customer or public safety concerns, material regulatory risk, or other serious misconduct.

7. Continuing Obligation and Policy Updates

Compliance with these Guidelines is a continuing condition of participation in the Palenque marketplace.

PalenquePH may update these Guidelines where reasonably necessary for operational, legal, regulatory, safety, security, or marketplace purposes. Material changes shall be communicated to Vendors through the platform, registered email address, or another reasonable electronic means.

Where required by applicable law or where PalenquePH determines appropriate, Vendors may be required to affirmatively accept materially revised requirements.

Nothing in these Guidelines limits obligations imposed by applicable law or the PalenquePH Vendor Agreement.

7. Contact Us

For Vendor compliance questions or concerns:

Support Email: support@palenqueph.com

Corporate/Legal Notices: corporate@palenqueph.com