Vstaar Wellness Private Limited Model Code of
Conduct for Product selling Agents CODE OF CONDUCT
Preamble
Model
Code of Conduct for the Product selling Agents (VSTAAR WELLNESS Distributor s)
is a non-statutory code issued by Vstaar Wellness Private Limited(Hereinafter
referred to Vstaar Wellness) a Leading Product selling Entity in India for
adoption and implementation by Product selling Agents (Hereinafter
referred to DS/ Vstaar Wellness Distributor/ Vstaar Wellness Distributor /
Vstaar Wellness Distributor s) while operating as Agents of Vstaar
Wellness Lifestyle Private Limited.
ABIDE
These
codes of conduct shall in addition to the Vstaar Wellness Distributor Agreement
with the Vstaar Wellness. Further, The Vstaar Wellness Distributor, shall be
abide with the agreement of Product selling and its terms & conditions.
PREFACE
Our
Code of Conduct is the first step for our Vstaar Wellness Distributors to get
clarity on any questions relating to ethical conduct. It sets forth our core
values, shared responsibilities, global commitments, and promises, and general
guidance about the Vstaar Wellness expectations. However, our Code cannot
possibly address every situation we face at work. Therefore, the Code is by no
means a substitute for our good and unbiased judgment. We must remember that
each of us is responsible for our own actions. The ethical choice is always the
best choice.
To
work effectively, all of us need a healthy and safe work environment. We
provide a work environment free of coercion, discrimination, and harassment.
Therefore, respect, inclusiveness and shared ethical values are at the heart of
our core values. Irrespective of one’s department and rank, he/she should
conform with our equal opportunity policy in all aspects of the work, from
recruitment and performance evaluation to interpersonal relations. Need for
Social Media Guidelines Given its characteristics to potentially give “voice to
all”, immediate outreach and 24*7 engagement, Social Media offers a unique
opportunity to governments to engage with their stakeholders especially
citizens in real time to make policy making citizen centric.
Many
governments across the world as well many government agencies in India are
using various social media platforms to reach out to citizens, businesses and
experts to seek inputs into policy making, get feedback on service delivery,
create community based programmes etc. However, many apprehensions remain including,
but not limited to issues related to authorisation to speak on behalf of
department/agency, technologies and platform to be used for communication,
scope of engagement, creating synergies between different channels of
communication, compliance with existing legislations etc.
We
comply with all laws, whether local, national or regional. All our Vstaar
Wellness Distributor and those acting on our behalf must protect the Vstaar
Wellness legality. They should comply with all environmental, safety and fair
dealing laws. Violations of law can result in significant harm to the Vstaar
Wellness, including financial penalties, denial of government contracting
privileges, imprisonment for criminal misconduct and damage to our business
relationships and reputation. People associated with us are expected to be
ethical and responsible when dealing with our Asclepius Wellness’s finances,
products, partnerships, and public image.
Vstaar
Wellness Distributor CODE OF CONDUCT Representation of Vstaar Wellness Distributor
- All Product selling should be
legal, decent, honest and truthful.
- Every Product selling activity
should be carried out with a due sense of social and professional
responsibility.
- No Product selling should be
carried out such as to impair confidence in Product selling.
- All Product selling activities
should conform to the principles of fair competition as generally accepted
in business.
Conduct towards consumers Impartiality by
the Vstaar Wellness Distributor
- All Product selling activities
should deal fairly with consumers.
- Activities should be designed
and carried out to avoid giving ground for reasonable complaint.
- Misleading, deceptive or unfair
sales practices should not be used.
- High-pressure tactics which
might be construed as harassment should be avoided.
- No Product selling should be
represented to the consumer as being a form of market research.
- Vstaar Wellness Distributors
should not abuse the trust of individual consumers, and should not exploit
a consumer’s age, illness, lack of understanding, or lack of language
knowledge.
Privacy confidentiality and disclosure
- Any contact should be made in a
reasonable manner and during reasonable hours to avoid intrusiveness.
- Where a consumer has in a
clearly visible and unequivocal way (e.g. by "no selling"
on a door sign) indicated a wish not to receive approaches from Vstaar
Wellness Distributors this should be respected.
- Vstaar Wellness Distributor
should discontinue a demonstration or sales presentation upon the request
of the consumer.
- Any collection and processing
of data should be carried out in strict and confidential manner.
Recognition
- At the beginning of the sales
presentation, Vstaar Wellness Distributors should without request truthfully
identify themselves to the consumer, and should also identify their Vstaar
Wellness, their products and the purpose of their solicitation.
- In party selling, Vstaar
Wellness Distributors should make clear the purpose of the occasion to the
host/hostess and to the participants.
- Promotional literature,
advertisements or mailings should contain the name and address or
telephone number of the Vstaar Wellness Distributor.(Promotional material
should be approved by the Vstaar Wellness)
Precision
- The terms of the offer should
be clear, so that the consumer may know the exact nature of what is being
offered and the commitment involved in the placing of an order.
Veracity
- Presentations and other
treatments used in Product selling should not contain any product
description, claim, illustration or other element which directly or by
implication is likely to mislead the consumer.
Explanation and demonstration
- Explanation and demonstration
of the product offered should be accurate and complete, in particular with
regard to price and, if applicable, credit conditions, terms of payment,
cooling-off periods and/or return rights, terms of guarantee, after-sales
service and delivery. All the communication should be in consonance of the
Vstaar Wellness Policy.
- The Vstaar Wellness Distributor
should endeavour to make sure that the individual consumer clearly
understands the information given.
- The demonstration of the
product should be adapted to the needs of those consumers to whom it is
directed.
- Vstaar Wellness Distributors
should give accurate and understandable answers to all questions from
consumers concerning the product and the offer.
- The consumer should be given an
opportunity to read the entire contract form thoughtfully and without
harassment.
Order form
- A written order form should be
delivered to the consumer at the time of sale, which should identify the
Product selling Vstaar Wellness and the Vstaar Wellness Distributor and
which should contain the full name, permanent address and telephone number
of the Product selling Vstaar Wellness or of the Vstaar Wellness
Distributor and all material terms of the sale.
- All terms should be clearly
legible.
Comparisons, denigration and exploitation of
goodwill
- Vstaar Wellness Distributors
should refrain from using comparisons which are likely to mislead and
which are incompatible with principles of fair competition.
- Points of comparison should not
be unfairly selected and should be based on facts which can be
substantiated.
- Vstaar Wellness Distributors
should not denigrate any person, firm or product directly or by
implication. Product selling companies and Vstaar Wellness Distributors
should not take unfair advantage of the goodwill attached to the trade
name and symbol of another firm or product.
Testimonials
- The presentation of the offer
should not contain or refer to any testimonial, endorsement or supportive
documentation unless it is genuine, verifiable and relevant.
- Testimonials or endorsements
which have become obsolete or misleading through the passage of time
should not be used.
Guarantees
- Asclepius Distributor should
not state or imply that a “guarantee”, “warranty” or other expression
having substantially the same meaning, offers the consumer rights
additional to those provided by law when it does not.
- The terms of any guarantee or
warranty, including the name and address of the guarantor, should be
easily available to the consumer and limitations on consumer rights or
remedies, where permitted by law, should be clear and conspicuous.
Safety and Packaging
- Products, including, where
applicable, samples, should be suitably packaged for delivery to the
customer.
Fulfilment of the order
- Orders should be fulfilled
within 30 days from the date the order is signed by the consumer, unless
otherwise stipulated in the offer.
- Vstaar Wellness Distributors
should inform the consumer of any undue delay as soon as it becomes known
to them.
- In such cases, any request for
cancellation of the order by the consumer should be granted, and the
deposit, if any, should be refunded immediately.
- If it is not possible to
prevent delivery, cancellation and refunding may be made conditional on
the customer’s returning of the product at the Asclepius Distributor’s
cost within a reasonable amount of time.
Substitution of products
- If a product becomes unavailable
for reasons beyond the control of the Product selling Vstaar Wellness
or Vstaar Wellness Distributor, another product may be supplied in
its place only if the consumer is informed that it is a substitution, and
if such replacement product has materially the same or better
characteristics and qualities, and is supplied at the same or a lower
price.
- In such a case, an explanation
of the substitution and of the right to return the substitute product at
the Asclepius Distributor's cost should be given to the consumer.
Cooling off and return of goods
- Vstaar Wellness and Vstaar
Wellness Distributors ensure that any order form contains, whether it is a
legal requirement or not, a cooling-off clause permitting the consumer to
withdraw from the order within a specified period of time, and to obtain
reimbursement of any payment or goods traded in as per the terms of the
agreement of the Vstaar Wellness.
- Vstaar Wellness offering an
unconditional right of return as per the terms of the Product selling
agreement.
Complaints
- Every complaint whether from
public, Consumer, Vstaar Wellness Distributor shall be resolved in manner
of the process specified through the Consumer redressal Committee.
- For making complaint , the
helpline Number and email ID and complaint box is available on the website
of the Vstaar Wellness.
- The policy and process of
grievance redressal is efficient and fair to the consumer and others.
- The receipt of any complaint
shall be provided and be confirmed promptly.
- The decisions made shall be
communicated to the complainant within a reasonable time.
Payment
The
procedure for payment shall be in accordance to the terms of the Product
selling Agreement.
Code of Conduct for in the interest of
consumer Protection
- Vstaar Wellness Distributors
shall not unfairly denigrate any Vstaar Wellness, business or Product,
directly or by implication.
- Vstaar Wellness Distributors
shall not take unfair advantage of the goodwill attached to the trade name
and symbol of another Vstaar Wellness, business or product.
Code of conduct for social media Marketing
These
Rules apply to Vstaar Wellness Distributors using social media sites such as
Twitter, YouTube, Whatsapp, Telegram, Face book, Instagram, Pinterest, and
Snapchat as well as online communities such as blogs.
The Rules are That “Self Regularisation”
Vstaar
Wellness motto in concerning the Internet and social media marketing and
advertising is that “Self Regularisation”
- Distributor
shall fully follow the Rule “Self Regularisation” in sales, promotion and
marketing.
- Vstaar Wellness Distributor should avoid
unethical and misleading in the business of Internet selling and
advertising.
- Vstaar Wellness Distributor must follow when
selling or marketing on the net as below-
- All forms of advertising
material must share the common goal of maintaining truth and should be a
means to serve the public
- They should maintain a clear
distinction between corporate communications, press releases, sales
collateral and advertisements
- A publisher must disclose every
condition upfront and clearly, as the asterisks (*) and fine print at the
end of the document can sometimes go unnoticed by the consumer
- If there are cookies being used
to track and detect a user’s settings, personal record and online
activity, then this must be clearly stated before the user begins browsing
your site
- The placement of ads should in
no way obstruct the user view, neither should they be disguised as
editorial content
- Finally, whether you are
selling on the online platforms or offline, advertisers must abide by the
federal, state and local advertising laws.
- Vstaar Wellness Distributors
need to know and adhere to the Vstaar Wellness Code of Conduct,
Distributor Handbook, and other Vstaar Wellness policies when using social
media.
- Vstaar Wellness Distributors
should be aware of the effect their actions may have on their images, as
well as Vstaar Wellness image. The information that Vstaar Wellness
Distributors post or publish may be public information for a long time on
social media.
- Vstaar Wellness Distributors
should be aware that Vstaar Wellness may observe content and information
made available by Vstaar Wellness Distributors through social media. Vstaar
Wellness Distributors should use their best judgment in posting material
that is neither inappropriate nor harmful to Vstaar Wellness, its
Distributors, or customers.
- Although not an exclusive list,
some specific examples of prohibited social media conduct include posting
commentary, content, or images that are defamatory, pornographic,
proprietary, harassing, libellous, or that can create a hostile work
environment.
- Vstaar Wellness Distributors
are not to publish post or release any information that is considered
confidential or not public. If there are questions about what is
considered confidential, Vstaar Wellness Distributors should check with
the Human Resources Department and/or supervisor.
- Social media networks, blogs
and other types of online content sometimes generate press and media
attention or legal questions. Vstaar Wellness Distributors should refer
these inquiries to authorized Vstaar Wellness spokespersons.
- If Vstaar Wellness Distributors
find encounter a situation while using social media that threatens to
become antagonistic, Vstaar Wellness Distributors should disengage from
the dialogue in a polite manner and seek the advice of a supervisor.
- Vstaar Wellness Distributors
may post advertising materials on private property with the prior written
consent of the owner. (To document consent, Vstaar Wellness Distributors
may take permission from Vstaar Wellness Wellness through the Email/
letter/personally)
- Vstaar Wellness Distributors
may not post advertising materials on public property, such as utility
poles, street lights, traffic lights, parking meters or traffic signs.
- Vstaar Wellness Distributors
are responsible for all Vstaar Wellness -related content they post online.
Vstaar Wellness Distributors using social media sites as part of their Vstaar
Wellness business must clearly and conspicuously identify themselves by
name and as an Independent Vstaar Wellness Distributors
- Vstaar Wellness reserves the
right to determine, in its sole and absolute discretion, if recordings or
images (including their manner of use) violate the Rules or diminish Vstaar
Wellness reputation. Vstaar Wellness reserves the right to require the
removal of any such images or recordings. Vstaar Wellness Distributors
must comply with all of the privacy
laws, intellectual property laws, social media platforms’ policies, terms
of use, terms and conditions, guidelines or other similar terms, and Vstaar
Wellness Rules when using images or recordings of other individuals on
social media sites.
- Vstaar Wellness Distributors shall
not purchase Followers or Likes , or use any other misleading or deceptive
tactics to boost the perceived popularity of their social media accounts
or pages.
- Vstaar Wellness Distributors
may post audio/video material on YouTube and similar social media sites,
provided the content complies with the Rules.
- Distributor should not respond
to those who place negative posts about them, other Distributor or Vstaar
Wellness products, negative posts may be reported by email.
- Distributor must comply with
the terms of use, terms and conditions, terms of service, acceptable use
guidelines or similar terms of the social media platforms used in their Vstaar
Wellness business.
- Vstaar Wellness Distributors
while using social media and other digital platforms to conduct their
businesses must do so in compliance with each social media platform’s and
internet service provider’s privacy policy and terms of use.
- Data mining and website
scraping tactics (including but not limited to the use of web spiders,
crawlers, and bots) are considered deceptive and are prohibited.
- That in the name of Vstaar
Wellness Lifestyle Private Limited, the Distributor not create any you
tube channel, Blogs, twitter account, face book or any other social media
platform.
- The Distributor shall not do
the following activities without the prior consent of the Vstaar Wellness
-
o
For creating YouTube
channel, websites, mobile apps, podcasts, and blog concepts, social media page
such as face book, blogs, twitter, etc. in the name of Vstaar Wellness to
promote Vstaar Wellness or its Brand or promote/sell the product of Vstaar
Wellness.
o
To post or create
Blogs on any YouTube channel, websites, mobile apps, podcasts, and blog
concepts, social media page such as face book, blogs, twitter, etc. in the name
of Vstaar Wellness to promote Vstaar Wellness or its Brand or promote/sell the
product of Vstaar Wellness Wellness.
o
To host digital or
virtual events in connection with the Vstaar Wellness Wellness Direct
Retailer’s/Seller’s business.
o
To record, and post
video and audio of live Vstaar Wellness sponsored events on the channel in the
name of Vstaar Wellness.
o
Before-and-after
testimonial images and videos
- That the Distributor shall
produce/market/distribute only Vstaar Wellness
authentic Business/commission Plan, opportunity,
products or services and they would be truthful, accurate, and not
misleading.
- That the Distributor shall use
language specifically approved by Vstaar Wellness and may not be altered
in regard to the Business/commission Plan, opportunity, products or
services contents.
- That the Distributor shall not
use non- Vstaar Wellness Wellness business dedicated properties to
promote, recommend or sell Vstaar Wellness products or services, or
promote the Vstaar Wellness opportunity.
- That the Distributor shall not
be engaged in the false or misleading communication against the Vstaar
Wellness during the period of Distributor or after ceasing Distributor
from the Vstaar Wellness on any YouTube channel, websites, mobile apps,
podcasts, and blog concepts, social media page such as face book, blogs,
tweeter, etc.
- That the Distributor shall be
legally abide with the terms and condition of the company as mentioned in
Product selling agreement and Product selling Guidelines & Rules and
Regulation.
- That the Distributor shall not
promote or sell or marketing of all the products which are manufactured by
Vstaar Wellness on any e-commerce portals without Vstaar Wellness
prior written consent.
Code of Conduct for Marketing
The
Code is and is deemed to be adopted and included in the Agreement between Vstaar
Wellness Private Limitedand the VSTAAR WELLNESS Distributor. This code will
apply to all persons involved in marketing and distribution of any product of
the Vstaar Wellness Private Limited. .
The
Product selling Agent (VSTAAR WELLNESS Distributor)/Product selling Team
(DST)and its Tele-Marketing Executives (TMEs) & field sales personnel
must agree to abide by this code prior to undertaking any direct marketing
operation on behalf of Vstaar Wellness Private Limited.
Any
Vstaar Wellness Distributor or his team or its staff found to be violating this
code may be blacklisted and such action taken be reported to the Vstaar
Wellness from time to time by the VSTAAR WELLNESS Distributor. Failure to
comply with this requirement may result in permanent termination of business of
the VSTAAR WELLNESS Distributor with Vstaar Wellness Lifestyle Private
Limited.
A
declaration to be obtained from team or staff by the VSTAAR WELLNESS
Distributor before assigning them their duties is annexed to this Code.
Tele-calling a Prospect (a prospective
customer)
A
prospect is to be contacted for sourcing a Vstaar Wellness product or Vstaar
Wellness related product only under the following circumstances:
- When prospect has expressed a
desire to acquire a product through any mode or has been referred to
by another prospect/customer or is an existing customer of the Vstaar
Wellness who has given consent for accepting calls on other products
of the Vstaar Wellness.
- The Vstaar Wellness Distributor
should not call a person whose name/number is flagged in any "do not
disturb" list made available to him/her.
When you may contact a prospect on telephone
Telephonic
contact must normally be limited between office time. However, it may be
ensured that a prospect is contacted only when the call is not expected to
inconvenience him/her.
Calls
earlier or later than the prescribed time period may be placed only under the
following conditions :
- When the prospect has expressly
authorized to do so either in writing or orally
Can the prospect's interest be discussed with
anybody else?
VSTAAR
WELLNESS Distributor should respect a prospect's privacy. The prospect's
interest may normally be discussed only with the prospect and any other
individual/family member such as prospect's accountant/secretary /spouse,
authorized by the prospect.
Leaving messages and contacting persons other
than the prospect.
Calls
must first be placed to the prospect. In the event the prospect is not
available, a message may be left for him/her. The aim of the message should be
to get the prospect to return the call or to check for a convenient time to
call again. Ordinarily, such messages may be restricted to:
- Please leave a message that Mr.
Soma Shekhar representing Vstaar Wellness Private Limited called and
requested to call back at +91 97404 51038.
As a general rule, the message must indicate :
- That the purpose of the call is
regarding selling or distributing product of Vstaar Wellness.
No misleading statements/misrepresentations
permitted
Vstaar
Wellness Distributor should not -
- Mislead the prospect on any
service / product offered;
- Mislead the prospect about
their business or organization's name, or falsely represent themselves.
- Make any false / unauthorised
commitment on behalf of Vstaar Wellness Private Limitedfor any
facility/service.
Telemarketing Etiquettes
PRE CALL
-
No calls prior to official hours unless specifically requested.
-
No serial dialling
DURING CALL
-
Identify Yourself, your Vstaar Wellness and your principal
-
Request permission to proceed
-
If denied permission, apologize and politely disconnect.
-
State reason for your call
-
Always offer to call back on landline, if call is made to a cell number
-
Never interrupt or argue
-
To the extent possible, talk in the language which is most comfortable to the
prospect
-
Keep the conversation limited to business matters
-
Check for understanding of "Most Important Terms and Conditions" by
the customer if he plans to buy the product
-
Reconfirm next call or next visit details
-
Provide your telephone no, your name or your Vstaar Wellness officer
contact details if asked for by the customer.
-
Thank the customer for his/her time.
POST CALL
-
Customers who have expressed their lack of interest for the offering should not
be called for the next 3 months with the same offer
-
Provide feedback to the Vstaar Wellness on customers who have expressed their
desire to be flagged "Do Not Disturb"
-
Never call or entertain calls from customers regarding products already sold.
Advise them to contact the Customer Service Staff of the Vstaar Wellness.
Precautions to be taken on visits/ contacts
Vstaar
Wellness Distributors should :
- Respect personal space -
maintain adequate distance from the prospect.
- Not enter the prospect's
residence/office against his/her wishes;
- Not visit in large numbers –
possible whenever required.
- Respect the prospect's privacy.
- If the prospect is not present
and only family members/office persons are present at the time of the
visit, he/she should end the visit with a request for the prospect to call
back.
- Provide his/her telephone
number, your's name, if asked for by the customer.
- Limit discussions with the
prospect to the business - Maintain a professional distance.
Appearance & Dress Code
Vstaar
Wellness Distributor’s must be appropriately dressed -
For
men this means
-
Well ironed trousers;
- Well ironed shirt, shirt sleeves preferably buttoned down.
For
women this means
-
Well ironed formal attire (Saree, Suit etc.); - Well groomed appearance.
Jeans
and/or T Shirt, open sandals are not considered appropriate.
Handling of letters & other communication
Any
communication sent to the prospect should be only in the mode and format
approved by the Vstaar Wellness.
Other Ethics
- Distributor shall not use
misleading, deceptive or unfair recruiting practices in their interaction
with prospective or existing customers as well as other Distributors
- Promotional literature,
advertisements and mailings shall not contain product descriptions,
claims, photos or illustrations that are deceptive or misleading.
Promotional literature shall contain the name and address or telephone
number of the Vstaar Wellness and may include the telephone number of
the Distributor.
- Vstaar Wellness prohibits Vstaar
Wellness Distributors from marketing to other Vstaar Wellness
Distributors any materials that are not approved by the Vstaar Wellness
and that are inconsistent with Vstaar Wellness policies and
procedures.
- Vstaar Wellness
Distributors who sell Vstaar Wellness approved, legally allowed
promotional or training materials, whether in hard copy, electronic, or
any other form, shall
i.
offer only materials
that comply with the same standards to which the Vstaar Wellness adheres.
ii.
be prohibited from
making the purchase of such materials a requirement of other Distributors.
iii.
provide sales aids at
a reasonable and fair cost, without any significant profit to the Distributor,
equivalent to similar material available.
