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BUSINESS PARTNERS POLICY

At Celebrain, we are the world's first marketplace specializing in event organization, offering a wide range of products and services to transform your special occasions into unforgettable experiences. Our goal is to connect event organizers with the best professionals, ensuring a positive experience for both you, as a business partner, and your clients.

This policy is part of our Terms of Use. By opening a shop on Celebrain and using our Services, you agree to this policy and our Terms of Use.

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1. Foundations of a Sale on Celebrain

Keeping the following basic requirements in mind will help you succeed on Celebrain.

 

What can be sold on Celebrain?

Celebrain is a unique marketplace specializing in events. Buyers come to our platform to find and book exclusive and personalized services and products for their celebrations. Therefore, everything for sale on Celebrain must be a service or product directly related to the organization and execution of events, offered or managed by a seller.

If you sell on Celebrain, you must provide the following information for each of your services or products:

  • An accurate representation of your service or product, including who provides it, how it is delivered, where it is managed from (if applicable), and any relevant details.

  • An accurate description of any member of your team or business involved in providing the services or managing your business in the shop presentation section.

  • Your own high-quality photos or videos that faithfully represent your services or products. Avoid using generic stock photos, artistic representations, or photos used by other sellers or sites.

  • If a service or product is created using artificial intelligence, this must be clearly indicated in the corresponding listings.

We encourage you to be transparent with buyers about where and how your services are offered or your event products are made.

 

What cannot be sold on Celebrain

You may NOT sell or do the following on Celebrain:

  • Prohibited items or services: The sale of any item or service classified as prohibited by Celebrain is not allowed.

  • Intellectual property infringement: You may not sell items or services that violate the intellectual property rights of others, even if they comply with other marketplace rules.

  • Listings without a real service/product:

    • All your listings must be for an actual service or product available for sale.

    • This includes digital services and listings for customized products or services.

 

You may NOT use listings to:

  • Share referral codes.

  • Post “wanted” ads.

  • Raise funds through crowdfunding.

  • Perform any activity other than selling a physical or digital service or product.

  • Gift cards for your shop: Sellers on Celebrain cannot offer gift cards for their own shops.

 

Actions Celebrain may take if you violate these rules:

  • Removal of services/products: Celebrain may remove any service or product that does not comply with our policies.

  • Identification of violations: We use a combination of automated systems, manual review, and reports from users and third parties to detect violations.

  • Suspension or termination: Celebrain may suspend or close your account if you violate these policies.

 

Managing your Celebrain shop

Your shop represents you and your business within the Celebrain community. You must represent yourself, your services/products, and your shop honestly and accurately.

By selling on Celebrain, you agree to:

  • Provide truthful and accurate information to Celebrain and in your shop presentation section.

  • Comply with your Shop Policies.

  • Ensure that shop content (texts, photos, videos, etc.) complies with Celebrain policies, including our Content Policy on Hate and Discrimination.

  • Accurately represent your services and products, including any details on scope, attributes, components, or materials in your listings and photos.

  • Respect others’ intellectual property. If you believe someone has infringed your rights, you can report it to Celebrain.

  • Not facilitate off-platform transactions.

  • Do not create duplicate shops or engage in activities (such as click or booking manipulation) intended to create bait listings, manipulate search results, or circumvent Celebrain policies.

  • Do not collude with other sellers to set prices.

 

2. Business Partner Standards

By listing a service or product on Celebrain, you understand and accept that you are responsible for complying with all applicable laws and regulations related to what you sell, including any required permits, licenses, or insurance. Celebrain assumes no responsibility for the accuracy or content of your listings.

 

Meeting service level standards

As a seller, you must provide excellent customer service and maintain buyer trust. These requirements are called “seller service level standards.” Celebrain may contact you if your shop is not meeting them.

By selling on Celebrain, you agree to:

  • Respect your response and fulfillment times. Sellers must respond to inquiries and complete transactions promptly unless exceptional circumstances arise.

  • Respond to messages within a reasonable timeframe.

  • Honor commitments stated in your shop policies.

  • Resolve order issues or conflicts directly with the buyer. If no solution can be reached, Celebrain may assist through its case system.

  • If you cannot complete an order or provide a service, notify the buyer and cancel immediately.

 

Being Part of the Celebrain Community

At Celebrain, everyone is expected to treat others with respect. As a seller, you have additional responsibilities to safeguard buyers’ personal information and communicate appropriately with them to ensure a pleasant customer experience.

 

3. Creating and uploading content

As a member of Celebrain, you may create and upload various types of content, such as listings, messages, text, photos, and videos. To maintain a safe and respectful environment, you agree not to upload content that:

  • Contains hateful or derogatory language or images, or content subject to our Hate and Discrimination Policy.

  • Contains threats, harassment, or extortion, or violates our interference rules.

  • Violates another person’s intellectual property rights.

  • It is false, misleading, or confusing.

  • Contains unsolicited promotions or advertising, donation requests, or spam.

  • Contains private information about yourself or others.

  • Encourages or facilitates an off-platform transaction.

  • Contains prohibited claims attributing medical or medicinal properties to a product.

  • Sexualizes minors under 18.

  • Violates any rules described in our Prohibited Items Policy.

Members may not use Celebrain services such as Messages, Favorites, or Collections to misuse otherwise compliant content, whether explicitly or through contextualization—for example, using content in a way that sexualizes minors.

 

4. Privacy and Personal Contact Information

As a seller on Celebrain, you have important responsibilities regarding the privacy and handling of members’ personal information.

Your Responsibilities:

  • Data Protection: You are responsible for protecting any personal information you receive or process from Celebrain members.

  • Legal Compliance: You must comply with all applicable data protection and privacy laws, including Costa Rican legislation.

  • Your Own Privacy Policy: You may be required to publish and comply with your own privacy policy, which must be compatible with:

    • This seller policy,

    • Celebrain’s Terms of Use,

    • Celebrain’s Privacy Policy.

  • Independent Data Controller: If you use our services, you receive and process personal information (e.g., buyer name, email, shipping address), which makes you an independent data controller for that information.

  • Consent: You are responsible for understanding the required consent standard for using personal information in any given circumstance.

 

Use of Buyer Personal Information (Dos and Don’ts):

  • Permitted Use: Buyer information (e.g., email address) may only be used for Celebrain-related communications or transactions facilitated by Celebrain.

  • Prohibited Use: You may NOT use this information to:

    • Send unsolicited commercial messages.

    • Conduct unauthorized transactions.

    • Add Celebrain members to email or postal lists.

    • Use the buyer’s identity for marketing purposes.

    • Obtain or store payment information without the buyer’s consent.

    • Unauthorized Disclosure: If you disclose a buyer’s personal information without their consent, you are responsible for any unintentional data breach or exposure.

 

Indemnification to Celebrain

If Celebrain is sued, fined, or incurs expenses due to your actions as a data controller, you agree to indemnify, defend, and hold Celebrain (and its employees, agents, etc.) harmless from any associated costs or expenses.

For more details, see Celebrain’s Privacy Policy.

 

5. Communication Standards

 

Messages

With Celebrain Messages, you can communicate directly with buyers or other members. Messages are the best way for buyers to ask questions about a service, product, or order.

Messages may NOT be used to:

  • Send unsolicited promotions, advertising, donation requests, or spam.

  • Harass or abuse another member, or violate our Hate and Discrimination Policy.

  • Contact someone after they explicitly asked you not to.

  • Interfere with another member’s transaction or business.

  • Exchange personal, financial, or other information to complete an off-platform transaction, including phone numbers, addresses, emails, social media accounts, external URLs, money transfer instructions, QR codes, etc.

 

Interference

Interference occurs when a member intentionally disrupts another member’s shop to harm their business. This is strictly prohibited on Celebrain.

Examples:

  • Messaging a member to persuade them to avoid another member, shop, or service/product.

  • Posting publicly about a dispute with another member.

  • Hiring a seller solely to leave a negative review.

  • Maliciously clicking another seller’s ads to drain their ad budget (“click fraud”).

  • Creating or using buyer accounts solely to support negative reviews of another shop.

 

Harassment and discrimination

All use of Messages to harass others is strictly prohibited. Similarly, Messages may not be used to support or glorify hate groups or otherwise violate our Hate and Discrimination Policy.

If you receive a message that violates this policy, notify us immediately.

 

Forums and Groups

Forums and groups are public spaces provided by Celebrain to help sellers connect with each other. Communication rules must still be followed. More information can be found in Celebrain’s Community Policy (if applicable) or general Terms of Use.

 

Communicating a cancellation

If you cannot complete a transaction, you must notify the buyer via Messages and cancel it. If the buyer has already paid, the seller must issue a full refund. It is recommended to keep proof of any refund in case of disputes. All cancellations are subject to our Cancellation Policy.

Sellers may cancel an order and seek a solution with the buyer as they deem necessary based on their shop policies.

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6. Reviews, Cases, and Your Reputation

 

Reviews

Reviews are the best way to build your reputation on Celebrain. Buyers can leave a review, including a 1–5 star rating and a photo or video of their purchase, within 100 days of the service completion or product delivery.

In the rare case you receive an unfavorable review, you may contact the buyer or respond with additional information.

In addition to our rules for creating/uploading content, reviews and responses may NOT:

  • Contain explicit, adult, or obscene language or images, or content subject to our Sexual Content and Nudity Policy.

  • Address matters outside the seller’s control, such as Celebrain or third parties.

  • Include “baiting” or artificially inflate shop reviews.

  • Undermine the integrity of the review system.

 

7. Celebrain Case Resolution

Celebrain has dedicated staff to resolve issues between buyers and sellers. Our system is designed to help buyers report a problem with an order that could not be resolved directly with the seller.

 

Problem Resolution Process

  • Initial Contact Between Buyer and Seller:

    • Buyers must contact sellers directly to attempt to resolve an issue.

    • Sellers must keep shop policies up to date and respond promptly.

    • Once the buyer reaches out, the seller has 48 hours to resolve the issue.

  • Escalation to Celebrain (Buyers):

  • Cancellation Follow-up (Sellers):

    • If a seller cannot complete an order and needs to cancel, they must notify the buyer through Messages and formalize the cancellation.

    • To follow up on cancellation, sellers must email cancelaciones@gocelebrain.com.

 

Celebrain’s Role in Case Resolution

Once a case is opened, Celebrain will assist in resolving it.
This may include:

  • Automatically closing the case.

  • Issuing a refund to the buyer (original payment method or Celebrain balance)

  • Conducting a thorough review to find a timely solution

Celebrain may resolve an issue before the 48-hour period in exceptional circumstances, such as:

  • Seller inactivity

  • Harassment

  • Denial of service

  • Case manipulation

  • Threats to system integrity

 

Reasons Buyers May Open a Case

Buyers may open a case if:

  • Services were not provided or products were not delivered.

  • There were significant delays.

  • The service/product does not match the listing description.

  • There are quality issues with the service/product received.

 

Use of Personal Information

Celebrain may request seller assistance to resolve a case opened against their shop. By using Celebrain’s case resolution system, you understand and agree that Celebrain may use your personal information to resolve disputes.

 

8. Celebrain Purchase Protection Program for Sellers and Buyers

At Celebrain, we strive to ensure safe and transparent transactions. Our purchase protection program is designed to safeguard both buyers and sellers under specific conditions.

 

Key Points of the Protection Program Seller Protection:

  • Sellers are protected under the program as long as they provide the required photographic delivery verification.

  • Refund Policy:

    • If a seller does not deliver the product or service, the seller must reimburse Celebrain for the full order amount, including original and return shipping costs.

    • Celebrain may issue a refund to the buyer (original payment method or Celebrain balance) and recover funds from the seller’s account, including any holds, if payment was processed through Celebrain’s payment gateway.

  • Refund for Cancellations:

    • If an order is canceled, the buyer receives a refund.

    • However, 4% of the total transaction amount will be retained to cover credit card processing fees.

  • Photo Delivery Verification System:

    • To ensure safe and verified delivery, sellers must implement a photo confirmation system.

    • This requires the seller to take a photo of the customer’s ID together with the delivered product at the time of delivery. This serves as proof that the order was received by the correct person.

 

9. Your Seller Account and Celebrain Policies

To ensure Celebrain remains a safe space and to continuously improve our services, we may take certain actions that affect your shop or account.

 

Why Celebrain may take action on your account

We may intervene if:

  • We detect unusual order activity in your shop.

  • You fail to meet our minimum customer service standards.

  • We believe your actions or shop may cause:

    • Buyer disputes

    • Chargebacks

    • Increased fraud or counterfeit risk

    • Other claims

 

Actions Celebrain may take

If the above situations occur, we may:

  • Limit the visibility of your account, listings, or ads.

  • Apply restrictions or holds on your payment account.

  • Suspend your Celebrain account in accordance with our Terms of Use and Payment Policy.

 

Communication About Issues

Whenever possible and legally permitted, Celebrain will contact you to inform you about the issue and any actions taken.

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10. Visibility and Shop Positioning

  • Impact of Order Volume: If your shop experiences an unusual spike in orders, especially in high-demand categories, your ranking may change (up or down).

  • Improved Visibility: If you manage orders efficiently and receive positive reviews, your shop will generally gain visibility.

  • Reduced Visibility Due to Spikes: However, a sudden, sharp increase in orders may temporarily reduce visibility to help maintain service quality.

 

Limitations on Listings and Advertising

We may reduce the visibility of your listings or ads to improve safety and service quality. For example, listings containing terms related to prohibited products/services or non-compliant with third-party policies may experience reduced visibility.

Even if visibility is limited in certain spaces, listings will still appear in general search results.

 

Onboarding and Authentication Processes

Celebrain may modify seller registration or verification processes when necessary.

Completing these processes may be required to activate or continue using your account.

 

Violations of Terms and Consequences

If we believe that you, your content, or your use of the Services violates our terms (including this Seller Policy), we may:

  • Disable your content for all or some users.

  • Suspend or terminate your account (and any linked accounts identified)

  • Restrict your access to the Services.

Generally, we will notify you if we suspend or terminate your content or account, unless you have repeatedly violated our terms or legal/regulatory reasons prevent us from doing so.

 

Contact

If you have any questions about this Seller Policy, do not hesitate to contact us:

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