Business Terms & Conditions

These Business Terms & Conditions (“Business Terms”) apply to any individual or entity that uses the Packline marketplace in a commercial capacity, including:

• Sellers — travellers who list items for sale via pre-listed listings on trips they operate.
• Commercial buyers — businesses placing purchase requests on behalf of a company or for resale.
• Business accounts — any account that indicates a commercial entity in its profile or that conducts more than 10 completed orders per calendar month.

These Business Terms supplement our general Terms of Service and Privacy Policy, which continue to apply in full. In the event of conflict, these Business Terms prevail for commercial activity.

To open or operate a business account on Packline you must:

1. Be a legal entity registered in Sri Lanka or a jurisdiction that permits cross-border trade.
2. Provide a valid business registration number, VAT/SVAT registration (where applicable) and a named authorised representative.
3. Complete our full KYC verification, including National ID or passport for the authorised representative.
4. Accept these Business Terms on behalf of the entity you represent.

Packline reserves the right to verify business credentials independently and to request additional documentation (e.g. Board resolution, power of attorney) at any time.

Accuracy

Every listing must accurately describe the item: title, brand, condition (new / used / refurbished), weight, category, price and any applicable warranty. Photographs must show the actual item or a representative stock image — mock-ups that misrepresent condition are prohibited.

Prohibited goods

You may not list any item appearing on our Prohibited Items list, including but not limited to narcotics, weapons, counterfeit goods, endangered-species products and items banned under Sri Lankan customs law.

Intellectual property

By uploading listing images and descriptions you confirm you hold or have licensed the intellectual property rights in that content. You grant Packline a non-exclusive, royalty-free licence to display the content on the platform.

Stock accuracy

Listings must reflect actual available stock at the time of publication. Overselling — accepting payment for items you cannot procure or deliver — is a material breach of these Business Terms and may result in immediate account suspension.

Packline charges the following on each completed order:

• Platform service fee — 8% of the item price + traveller reward, deducted from the escrow release.
• Card processing fee — 3.5% of the total escrow amount (passed through at cost from PayHere).
• Bank transfer fee — LKR 0 (no surcharge for direct bank payments).

Full fee examples are available on our Fees & pricing page. Packline reserves the right to update fees with 30 days’ notice to registered business accounts via the registered email address.

Invoicing

Business accounts may request monthly consolidated fee invoices by emailing billing@packline.lk. Invoices are issued in LKR and do not currently include VAT registration (Packline is below the SVATThreshold); a VAT-registered invoice will be provided once the threshold is crossed.

All payments on Packline pass through a virtual escrow held by Packline Lanka (Pvt) Ltd on behalf of both parties. No funds are released to a seller until the buyer confirms receipt of the item in good condition, or a dispute is resolved in the seller’s favour.

Release timeline

• Buyer confirms delivery → escrow released within 24 hours.
• No confirmation within 7 days of marked delivery → auto-release, subject to no open dispute.
• Dispute raised → funds held until resolution (up to 30 days).

Payout method

Sellers must register a valid Sri Lankan bank account (commercial current or savings) in the Wallet section before their first order. Packline transfers net proceeds via CEFT/ SLIPS within 2 business days of escrow release. We do not support overseas remittances from escrow.

See our full Return & Refund Policy for the buyer-side process. For business sellers, the following additional rules apply:

Seller obligations on dispute

• Respond to dispute requests via the in-app chat within 48 hours of notification.
• Provide proof of dispatch (tracking number, courier receipt, photo) within 72 hours of a “not received” dispute.
• Agree to mediation by Packline support if direct resolution fails.

Chargeback liability

If a buyer successfully charges back a payment through their card issuer, and Packline determines the chargeback arose from a misrepresented or prohibited listing, the seller bears full liability for the chargeback amount plus any bank fees incurred.

Dispute outcomes

• Full refund to buyer — item not received, significantly not as described, prohibited goods.
• Partial refund — item received but minor defects; amount agreed by Packline mediation.
• Release to seller — item received and matches description; buyer’s claim unsubstantiated.

Sellers are solely responsible for compliance with all applicable laws in the origin and destination countries, including:

• Sri Lanka Customs Ordinance and import duty on goods brought into Sri Lanka.
• Export control regulations in the country of purchase.
• Value-added tax (VAT) or goods and services tax (GST) obligations in any applicable jurisdiction.
• Consumer protection and product safety laws applicable to the goods sold.

Packline does not act as importer of record, customs broker or tax agent. Any customs duties, import taxes or VAT arising from a transaction are the responsibility of the relevant party as determined by the applicable customs regime. Packline is not liable for items seized or delayed at customs.

Packline may suspend or terminate a business account immediately (without prior notice) for:

• Listing prohibited or counterfeit items.
• Fraud, identity misrepresentation or money-laundering activity.
• Three or more substantiated buyer disputes within 90 days.
• Violation of applicable law or customs regulations.
• Material breach of these Business Terms.

For lesser violations Packline will first issue a written warning via the registered email address, with a 14-day cure period. If the breach is not remedied, the account will be suspended pending review.

Upon termination, any unsettled escrow balances will be handled as follows: funds for completed orders released to the respective parties; funds for disputed orders held pending resolution; any remaining balance net of deductions refunded to the bank account on file within 30 days.

These Business Terms are governed by the laws of the Democratic Socialist Republic of Sri Lanka. Any dispute arising from or relating to these Business Terms shall be subject to the exclusive jurisdiction of the courts of the Western Province, Sri Lanka.

Before commencing legal proceedings, both parties agree to attempt resolution through Packline’s mediation process for a minimum of 30 days.

For any queries regarding these Business Terms, contact our business support team at business@packline.lk.