Vendor Code of Conduct

This Vendor Code of Conduct explains the professional standards expected from vendors, partners, suppliers, creatives, service providers, rental providers, venues, contractors and businesses that work with or through SARUN Group (“SARUN”, “we”, “us” or “our”).

By applying to become a SARUN partner, accepting a SARUN-related booking, being listed on SARUN’s platform, providing services to SARUN clients, or collaborating with SARUN, you agree to follow this Vendor Code of Conduct, SARUN’s Partner Policy, Terms & Conditions and any additional written partner terms.

1. Professional Conduct

Vendors must act professionally, respectfully and honestly when dealing with SARUN, clients, guests, other vendors, venue staff and the public.

Vendors must not engage in conduct that is abusive, threatening, dishonest, discriminatory, unsafe, misleading, unprofessional or harmful to SARUN’s reputation or client experience.

2. Quality of Service

Vendors are expected to provide services, products and deliverables that meet the quality, description and standards agreed for the booking, listing, collaboration or client request.

Vendors must not misrepresent their experience, portfolio, capacity, products, equipment, pricing, qualifications, availability or ability to deliver a service.

3. Communication Standards

Vendors must communicate clearly, respectfully and promptly with SARUN and, where approved, with clients.

Vendors should respond to booking requests, availability checks, client questions, updates, complaints and urgent messages within a reasonable time.

Vendors must notify SARUN as soon as possible of any issue that may affect a booking, service, delivery, timing, client experience or agreed deliverable.

4. Accuracy of Information

Vendors must provide accurate and current information, including business details, contact details, services, products, pricing, packages, service areas, availability, portfolio content, policies, licences, insurance and any other information requested by SARUN.

Vendors must promptly notify SARUN if any important information changes.

5. Punctuality and Reliability

Vendors must arrive, deliver, set up, perform, collect or complete services at the agreed time unless SARUN or the client has approved a change.

Repeated lateness, no-shows, last-minute cancellations, poor communication or unreliable service may result in suspension or removal from SARUN’s platform.

6. Client Experience

Vendors must treat clients and guests with respect, patience and professionalism.

Vendors must not pressure clients, mislead clients, make unauthorised promises, overcharge clients, create confusion, or act in a way that damages the client’s trust in SARUN or the vendor.

7. No Bypassing SARUN

Vendors must not misuse SARUN enquiries, client information, introductions, referrals, platform access or SARUN-managed bookings to bypass SARUN, solicit clients directly, avoid agreed fees or interfere with SARUN’s client relationship.

Where a booking, enquiry or collaboration is managed through SARUN, all relevant communication, pricing, changes and confirmations must follow the process agreed with SARUN.

8. Pricing and Transparency

Vendors must provide clear and accurate pricing, including any deposits, balances, delivery fees, setup fees, overtime charges, cancellation terms, travel fees, taxes, service fees or conditions that may affect the final cost.

Vendors must not add hidden charges, increase prices unfairly, or change agreed pricing without proper explanation and approval where the booking is managed through SARUN.

9. Health and Safety

Vendors must provide services safely and must take reasonable steps to avoid injury, damage, unsafe conditions, contamination, electrical risk, fire risk, food safety risk, structural risk or other hazards.

Vendors must follow applicable safety standards, venue rules, SARUN instructions and any client-specific safety requirements.

10. Children’s Events and Vulnerable Guests

Vendors working at children’s events, family events or events involving vulnerable guests must act with extra care, professionalism and sensitivity.

Vendors must not place children or guests at unnecessary risk, and must report safety concerns to SARUN or the responsible event organiser immediately.

11. Legal Compliance

Vendors are responsible for ensuring that their business, staff, products, equipment and services comply with applicable laws, licences, permits, tax requirements, safety requirements, insurance obligations and industry standards.

SARUN may request proof of registration, licence, insurance, certification or compliance where relevant to the vendor’s service category.

12. Insurance and Risk

Vendors may be required to maintain appropriate insurance or risk protection depending on the nature of their service, products, equipment, venue requirements, client requirements or SARUN’s requirements.

Vendors are responsible for their own staff, subcontractors, equipment, supplies, vehicles, tools, products and business risks unless otherwise agreed in writing.

13. Confidentiality

Vendors may receive client information, event details, booking information, private addresses, guest information, business details, pricing or other confidential information through SARUN.

Vendors must keep this information confidential and use it only for the approved booking, service or collaboration.

Vendors must not share, sell, post, misuse or disclose client information without approval.

14. Privacy

Vendors must handle client information responsibly and must follow SARUN’s Privacy Policy where client information is received through SARUN.

Vendors must not use SARUN client information for unrelated marketing, direct solicitation, mailing lists, promotions or future contact unless the client has clearly agreed or SARUN has approved the communication.

15. Respectful and Non-Discriminatory Conduct

Vendors must not discriminate against, harass, insult, threaten or mistreat clients, guests, SARUN staff, venue staff, other vendors or members of the public.

Vendors must provide services respectfully regardless of a person’s background, appearance, race, colour, nationality, gender, religion, age, disability, family status or any other protected or personal characteristic.

16. Harassment, Abuse and Misconduct

SARUN has no tolerance for harassment, intimidation, abuse, threatening behaviour, sexual misconduct, bullying, violence, aggressive conduct or exploitation.

Vendors may be removed immediately from SARUN’s platform or bookings if SARUN becomes aware of serious misconduct.

17. Venue and Property Care

Vendors must respect venues, private homes, event spaces, equipment, rental items, décor, furniture and property.

Vendors must avoid causing damage, unnecessary mess, unsafe conditions or disturbance. Vendors may be responsible for damage, loss or cleaning caused by their actions, staff, subcontractors or equipment.

18. SARUN Property and Rental Items

Vendors must not move, alter, decorate, attach items to, dismantle, use or handle SARUN rental items unless SARUN has approved this.

Vendors may be responsible for damage caused by improper handling, decorations, adhesives, hooks, wire, signage, florals, installations, tools or other materials used on or near SARUN property.

19. Subcontractors and Assistants

Vendors are responsible for the conduct, quality, safety, communication and performance of their staff, assistants, subcontractors, drivers, delivery teams and representatives.

Vendors must ensure that anyone working under their business understands and follows this Vendor Code of Conduct where the work is connected to SARUN.

20. Media, Photos and Promotional Content

Vendors must not publish private client content, children’s images, guest images, venue content, behind-the-scenes content or SARUN-related event content without appropriate permission.

Vendors must not use SARUN’s name, logo, branding, client images, event images or partnership status in a misleading way.

More detailed terms may be included in SARUN’s Media & Content Policy.

21. Intellectual Property

Vendors must respect the intellectual property rights of SARUN, clients, venues, other vendors, brands, artists, designers and third parties.

Vendors must not copy, misuse or claim ownership of SARUN branding, website content, designs, written material, media, client concepts, partner materials or another vendor’s work.

22. Conflicts of Interest

Vendors must disclose any conflict of interest that may affect a SARUN booking, client relationship, pricing, recommendation, collaboration or platform listing.

Vendors must not act dishonestly or use SARUN’s platform to unfairly disadvantage another vendor, client or partner.

23. Complaints and Issue Resolution

Vendors must cooperate with SARUN in reviewing and resolving complaints, disputes, quality concerns, missed services, late delivery, damage claims, refund requests or client dissatisfaction.

Vendors should provide truthful information, relevant records, photos, videos, explanations and supporting details where requested by SARUN.

24. Cancellations and Unavailability

Vendors must notify SARUN immediately if they cannot complete an accepted booking, service, delivery, order, setup or collaboration.

Short-notice cancellations, no-shows, repeated unavailability or failure to communicate may result in suspension, restriction or removal from SARUN’s partner network.

25. Prohibited Conduct

Vendors must not:

• Submit false or misleading information to SARUN.
• Misrepresent their services, products, experience or availability.
• Bypass SARUN on SARUN-managed enquiries or bookings.
• Misuse client information or platform access.
• Harass, threaten, discriminate against or mistreat anyone.
• Provide unsafe, illegal, poor-quality or unprofessional services.
• Use SARUN branding without permission.
• Post private client or event content without permission.
• Damage SARUN’s reputation, property, clients, partners or platform.
• Ignore SARUN’s policies, safety instructions or partner requirements.

26. Suspension or Removal

SARUN may suspend, restrict or remove a vendor from the platform, partner network, listings, referrals, collaborations or bookings if the vendor breaches this Code of Conduct or fails to meet SARUN’s standards.

SARUN may also remove a vendor where continued partnership creates safety, legal, reputational, financial, operational or client experience risk.

27. No Guarantee of Work

Approval as a SARUN vendor or partner does not guarantee bookings, referrals, sales, enquiries, income, platform visibility or client opportunities.

Opportunities may depend on client demand, quality, pricing, availability, service category, location, platform activity and SARUN’s business needs.

28. Changes to This Code

SARUN may update this Vendor Code of Conduct from time to time as SARUN’s platform, partner network, services, standards and business operations develop.

The updated version will be posted on this page with the latest “Last updated” date.

29. Contact SARUN

If you have questions about this Vendor Code of Conduct or SARUN’s vendor standards, contact SARUN at:

Email: info@sarungroup.com
Phone / WhatsApp: +1 (758) 730-2622
Location: Saint Lucia