Platform Only - Communication Policy
Platform-Only Communications Policy
All communications between sellers and customers must take place exclusively through the platform’s designated messaging and communication systems.
Sellers are strictly prohibited from contacting customers directly or outside the platform for any purpose, including but not limited to:
- Email communications
- Telephone calls
- SMS or text messages
- WhatsApp or other messaging applications
- Social media messaging
- Any other external communication method
Sellers must not request, encourage, solicit, obtain, retain, share, or use customer contact information outside the platform, except where disclosure is strictly required by law or expressly authorised in writing by the platform.
Customer personal data provided through the platform may only be used for the limited purpose of fulfilling transactions through the platform and in accordance with applicable data protection laws, including the UK GDPR and the Data Protection Act 2018.
If a seller requires assistance regarding an order, delivery issue, dispute, customer query, or account matter, the customer must either contact us via customers@artfinder.com or, as the artist, feel free to reach out via sellers@artfinder.com. You can also discuss the order directly with the customer through the designated support channels, but you must not contact the customer directly using any of their contact details on the order page; these details are strictly for shipping and any documentation that may be required to ensure a smooth delivery only.
Any attempt to circumvent the platform, move communications off-platform, redirect transactions, or contact customers outside the platform will constitute a material breach of these Terms and Conditions and may result in immediate action on your account, including:
- formal warnings;
- suspension of listings or selling privileges;
- temporary or permanent account suspension;
- withholding of payments where reasonably necessary and legally permitted; and/or
- Permanent termination of the seller account without notice.
The platform reserves the right to investigate suspected breaches of this policy and take any action reasonably necessary to protect customers, enforce these Terms, and maintain marketplace integrity.
If there’s an exceptional reason you need to contact the customer by phone or email regarding the shipment or delivery, please reach out to us first to explain the circumstances. We understand there may be urgent situations that require this, and we just need to be aware of the reasoning beforehand. Contact us on sellers@artfinder.com