Chrysalis Tours Private Limited: Complete Vendor Agreement Policy

Last Updated: June 23, 2025

1.Introduction

This Vendor Agreement Policy ("Policy") is a binding component of the agreement between Chrysalis Tours Private Limited ("Platform," "we," "us," or "our") and the vendor, tour operator, or service provider ("Vendor," "you," or "your"). This Policy governs your obligations regarding data processing, product quality, customer service, and financial reconciliation for
all orders fulfilled through our Platform. Adherence to this Policy is a condition of your participation as a vendor on our Platform.

2.Roles and Data Processing Obligations

• 2.1. Roles: For the purpose of processing customer data, the Platform is the Data Controller, and the Vendor is the Data Processor. You shall only process personal data on our behalf and in accordance with our explicit instructions as outlined in this Policy.
• 2.2. Purpose Limitation: You shall use the Customer Personal Data (e.g., name, contact details, hotel information) solely for the purpose of processing, fulfilling, and delivering the specific order for which the data was provided. Any other use, including for your own marketing, is strictly prohibited.
• 2.3. Confidentiality: You must ensure that any employee, agent, or authorized person who processes Customer Personal Data is subject to a strict duty of confidentiality.
• 2.4. Data Security: You must implement and maintain appropriate technical and organizational security measures to protect Customer Personal Data against unauthorized or unlawful processing and against accidental loss, destruction, damage, or disclosure.
• 2.5. Sub-processors: You shall not engage any third party to process Customer Personal Data without our prior written consent. If consent is granted, you must have a written agreement with the sub-processor that imposes data protection obligations no less protective than those in this Policy.
• 2.6. Data Breach Notification: You must notify us at mktenquiry@chrysalistours.com without undue delay, and in any event within 24 hours, upon becoming aware of any personal data breach affecting our customers' data.

• 2.7. Data Retention: You shall retain Customer Personal Data only for the duration necessary to fulfill the order and to comply with any applicable legal retention periods. Upon our request, or upon termination of your agreement, you will securely delete or return all Customer Personal Data.

   

3.Product Quality, Refunds, and Disputes

• 3.1. Customer Claim: All customer issues regarding product quality (e.g., damaged, defective, incorrect item) will be reported directly to Chrysalis Tours Private Limited.
• 3.2. Platform-Initiated Refund:
  • Upon receiving a valid customer claim with sufficient evidence (e.g., photographs), our standard procedure is to initiate a refund to the customer through our platform's functionality.
  • You (the "Vendor") will be automatically notified of this refund action.
• 3.3. Vendor's Mandatory 24-Hour Review:
  • You have a strict 24-hour period from the moment of the refund notification to review the case.
  • Failure to Respond: If you do not formally dispute the claim within this 24-hour window, you forfeit your right to do so. The refund will be automatically finalized in favor of the customer, and the corresponding amount will be deducted from your payout.
  • How to Dispute: To dispute the refund, you must formally notify us by replying to the notification email within the 24-hour window. Your dispute notification must include a solid and obvious reason for the dispute, supported by clear evidence.
    • Examples of valid reasons include:
      • Evidence of customer misuse contrary to product instructions
      • Proof the correct item was packed and sent (e.g., packing photos)
      • A detailed analysis explaining why the customer's claim is inconsistent with the evidence they provided
    • Disputes without a valid, evidence-backed reason will be rejected, and the refund will be finalized in the customer's favor. You cannot dispute a refund simply to delay the process.
• 3.4. Vendor's Responsibility upon Disputing a Refund:
  • Direct Customer Communication: You must contact the customer directly within 24 hours of lodging your dispute to resolve the issue professionally. All email communications must CC mktenquiry@chrysalistours.com for our records and oversight.
  • Product Return Logistics: If you want the product returned as part of the dispute, you are responsible for arranging and paying for a courier to retrieve the item from the customer's hotel. The customer must not bear any cost or significant inconvenience for the return of a product they have reported as faulty.
• 3.5. Final Resolution & Platform Override:
  • If you and the customer agree on an alternative solution, you must provide us with written proof of this new agreement to adjust or cancel the refund.
  • If you fail to contact the customer or fail to resolve the dispute within 72 hours of lodging your dispute, your dispute is considered forfeited. Our original refund decision will be immediately finalized and enforced. This is non-negotiable and serves to protect the customer.

  • Chrysalis Tours Private Limited reserves the ultimate right to rule in favor of the customer to protect the platform's reputation and the customer experience.

     

4.Audits and Compliance

Upon reasonable notice, you shall allow for and contribute to audits, including inspections,
conducted by us or our designated auditor to demonstrate your compliance with this Policy

5.Indemnification

You agree to indemnify and hold Chrysalis Tours Private Limited harmless against all claims, actions, liabilities, losses, damages, and expenses (including legal fees) arising out of or in connection with any breach of your obligations under this Policy, including but not limited to data breaches, failure to deliver products, or disputes arising from product quality.

6.Amendments and Acknowledgment

We may amend this Policy from time to time by providing you with reasonable notice. Your continued use of our Platform as a vendor constitutes your acceptance of the terms of this Policy and any amendments thereto.

7.Contact Information

For any questions regarding this policy, please contact us:
Chrysalis Tours Private Limited
229 Mountbatten Rd, #02-28/29, Singapore 398007
Email: mktenquiry@chrysalistours.com
Phone: +65 8856 6596