# Service Level Agreement By becoming an approved seller on Tilt, you agree to abide by all Tilt policies and uphold the standards outlined in this Service Level Agreement (SLA). This agreement ensures a high level of service for our customers and maintains the integrity of the Tilt platform. Non-compliance with these standards may result in penalties, including suspension of selling privileges. *** ### **Order Fulfilment** Sellers are required to fulfill all orders within 2 working days of receiving them. If a seller is unable to meet this deadline, they must immediately contact the customer to inform them of the delay and provide an updated fulfillment timeline. Consistent delays without proper communication will result in warnings and may lead to account suspension. *** ### **Off-Platform Communication** All communication and transactions between sellers and customers must take place on the Tilt platform. Tilt’s buyer protection policies do not protect any transactions or communications conducted off-platform. Tilt will not support disputes or issues in such cases, and buyer protection will be void. Sellers and customers found communicating regarding Tilt purchases will be at risk of account suspension or a permanent ban from the platform. *** ### **Customer Communication** Sellers must respond to all customer inquiries within 48 hours. Customer communication should always be respectful, professional, and focused on resolving issues fairly and efficiently. Sellers are expected to provide *exceptional* customer service and ensure that customers are treated fairly, without being taken advantage of for quick gains. Failure to respond to inquiries within 48 hours may result in automatic refunds, as detailed in the Automatic Refund Policy. *** ### **Automatic Refund Policy** If a seller fails to respond to a customer within the required 48-hour window, Tilt reserves the right to issue refunds for the order automatically. These refunds will not require the return of the product, which places the responsibility on the seller to uphold the communication and fulfillment standards. Repeated failure to comply with these terms will lead to further penalties. Additionally, if a seller unfairly declines multiple refunds to avoid automatic refunds, their selling privileges on Tilt may be suspended. A detailed reference of how refunds are managed can be found in our [FAQ’s](https://support.tilt.app/tilt-help-desk/returns-and-refunds). *** ### Prohibited Content We strive for Tilt to be a safe and respectful platform for customers and sellers. Please read our detailed [Content Policy](/tilt-help-desk/for-sellers/policies-and-guidelines/content-policy.md) to ensure your content (including livestreams, images and products) complies. Failure to comply will lead to the removal of your content, suspension, and potentially a permanent ban from our platform. *** ### Prohibited Items We are dedicated to making fashion accessible to all and inspiring everyone to dress better. We welcome a wide variety of fashion and fashion-related products to be sold on Tilt, but we prohibit anything outside these categories. Please read our [Prohibited Items Policy](/tilt-help-desk/for-sellers/policies-and-guidelines/prohibited-items-policy.md) for more details. Failure to comply will lead to the removal of your products, suspension, and potentially a permanent ban from our platform. *** ### **Tilt Support Communication** Sellers must respond to any inquiries from Tilt support regarding transactions or product information within 48 hours. Quick responses to support queries contribute to the smooth operation of the marketplace. *** ### **Reporting Non-Compliance** Customers may report instances of non-compliance with the SLA to Tilt support. Sellers will be notified of any reported issues and given an opportunity to address and rectify the situation. *** ### **Review and Updates** This SLA is subject to periodic review and may be updated as necessary. Sellers will be notified of any changes to the SLA, and adherence to the updated terms is mandatory. **By adhering to this SLA, sellers help maintain the high standards that Tilt customers expect. Any violations may result in penalties, including temporary or permanent suspension from the platform.** --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. 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