Question 1

How do I create an account and what do I need to confirm?

Accepted Answer

Registration needs an e-mail address and a password, or a Google or Microsoft sign-in. Creating a company account, publishing listings, sending RFQs and submitting quotes require a confirmed e-mail address. Once the address is confirmed, the next step is the company profile.

Question 2

What is the difference between a user account and a company account, and how do I add a colleague?

Accepted Answer

A user account belongs to a person; a company account represents the company in deals, and one user can belong to several companies. A registration number and a tax number can be assigned to only one company account per country. A company admin invites members; an invitation is valid for 7 days and can only be accepted by a user signed in with the address it was sent to. The number of seats depends on the plan (FREE: 1).

Question 3

Is Hiram Trade for businesses only?

Accepted Answer

Yes. The platform is intended for businesses only and does not provide services to consumers. The operator is not a party to contracts between companies and does not act as their representative or as an intermediary authorised to conclude contracts on their behalf.

Question 4

What is the difference between a listing, a request and an RFQ?

Accepted Answer

A listing is a supplier offer or a buyer request shown in the market. An RFQ is a buyer's request to selected suppliers for a price on a specific product, quantity and delivery. The supplier answers with a quote, and every change to a quote is saved as a new version.

Question 5

How does matching work and does my plan affect the results?

Accepted Answer

Matching pairs requests with offers by product fit (including HS code proximity), quantity, geography and dates, and with the least weight by Incoterms rule, price in the same currency and verification. The score is a technical measure of fit, not a rating of a company. The subscription plan does not affect the score or the order, and the operator accepts no payment for ranking.

Question 6

How do I send a request or an RFQ as a buyer?

Accepted Answer

You can ask for a price from a specific offer, in which case the request goes only to that supplier, or publish a request and send an RFQ to suppliers from your matches or connections. The number of RFQs you can send per month depends on your plan. Sending can be held while the request awaits moderation. Your company name stays hidden until contact is established.

Question 7

Can I prepare a listing without an account?

Accepted Answer

Yes. You can prepare a listing without an account; the draft stays in this browser for 7 days, and you sign up or sign in only when you publish. Sending RFQs, publishing listings and submitting quotes require a company account with a confirmed e-mail address.

Question 8

How do I compare quotes from several suppliers?

Accepted Answer

In the RFQ view, the comparison section lines up the open and accepted quotes. Prices are normalised to the requested quantity, and rank 1 is the lowest price per request unit; equal prices are ordered by lead time. Quotes in different currencies are ranked only within their own currency, with no exchange rate applied, and a quote in a unit that cannot be converted is not ranked. A supplier is shown by name only once the disclosure rules allow it; before that, by company type and country. The comparison is an aid, not a recommendation.

Question 9

Why was my request held for review?

Accepted Answer

A listing can wait for moderation when it concerns a restricted goods category, a product outside the catalogue that has not been approved yet, or when the automatic quality check of a request scores below the threshold. In the last case you see the score and tips, can correct the request and publish it again. A moderation decision can be appealed under the Complaints procedure.

Question 10

How do I publish a supplier offer with quantities and units?

Accepted Answer

You prepare the listing step by step: pick a product from the HS-based catalogue, always give the quantity with a unit and the price with a currency. You can sell a single product or a mixed lot, whose quantity is the sum of its lines. Publishing requires a company account with a confirmed e-mail address, and the number of active offers depends on your plan. A published listing stays active for 90 days unless you set another period of up to 365 days.

Question 11

What photos can an offer include?

Accepted Answer

By default an offer can have up to 8 photos of the goods, packaging or loading, each up to 10 MB; the form lists the accepted formats. The platform re-encodes the photos and removes location and camera data, and a moderator checks every photo before other companies see it. Do not show company names, logos, phone numbers, e-mail or web addresses on labels or packaging: your company stays anonymous until a connection is accepted.

Question 12

How many active listings and RFQs can I have on each plan?

Accepted Answer

Limits depend on the plan and are listed on the Pricing page; on FREE: active requests - 3, active offers - 3, RFQs sent per month - 3, seats - 1. Answering RFQs is unlimited on every plan. When a plan is downgraded or expires, no data is deleted; listings above the limit are kept, but you cannot publish new ones or resume paused ones until you are below the limit.

Question 13

What are MOQ and lots, and how do I state a quantity?

Accepted Answer

MOQ is the minimum order quantity: the smallest quantity a supplier accepts in one order, stated with a unit. A lot is several product groups sold together, and its quantity is the sum of its lines. Every quantity carries an explicit unit, and unit conversions are always explicit, never hidden.

Question 14

What does "verified company" mean?

Accepted Answer

A verification level states what the operator actually checked about a company and when; it is granted only after a real check. It cannot be bought or obtained through a subscription, and uploading a document without its review grants no level. The profile shows the highest level granted and the date of the check; before a connection, other companies see the level but not the company name.

Question 15

What are the verification levels?

Accepted Answer

The rules define five levels: 01 e-mail address, 02 company existence and status in a public register, 03 document review, 04 trade history, 05 enhanced due diligence. Today the platform grants level 02, automatically after a matching register check or after a manual review, for 12 months with a new check before it ends. Levels 03 to 05 will be granted once the procedures are in place.

Question 16

How long does verification take?

Accepted Answer

The operator handles an application within 10 business days of receiving complete data and documents. The period can be extended when additional documents, translations or answers from foreign registers are needed, and the operator says so. Automatic checks in public registers usually run at once and are retried when a register is unavailable.

Question 17

Is verification a guarantee that a counterparty is honest?

Accepted Answer

No. A level confirms only the facts described in the Verification rules, as of the date of the check. It is not an assurance of solvency, honesty, quality of goods, ability to perform a deal or legal compliance, and it does not replace your own due diligence, including checking the counterparty and the bank account before you pay.

Question 18

Are companies screened against sanctions lists?

Accepted Answer

Yes: whatever its verification level, a company's name is screened automatically against the EU and UN sanctions lists and those of the United Kingdom and the United States at registration, after a name change and before a deal is agreed, and a result without hits is not a legal clearance and does not release the company from its own obligations.

Question 19

How do you check EU VAT numbers, the KRS and the Polish VAT white list?

Accepted Answer

EU VAT numbers are checked in VIES, and for Polish companies also in the KRS and the Polish register of VAT taxpayers (white list). Level 02 confirms that a company with the stated details exists and is active according to the register on the day of the check, and that the name, numbers and address match the profile. The level appears next to a company only after the check is complete.

Question 20

What does verification not cover?

Accepted Answer

Verification does not cover solvency, honesty, quality of goods, ability to perform a deal or the legality of a deal. It does not check the bank account you will pay to either. Before paying, verify the counterparty and the account yourself.

Question 21

Can a verification level be withdrawn, and how do I appeal?

Accepted Answer

Yes. The operator can lower or withdraw a level if the data proves untrue or outdated, the company does not provide the required documents, or there is a sanctions hit. The decision states its reasons, and an appeal is filed under the Complaints procedure as an objection to verification.

Question 22

When will I see the other company's name and contact details?

Accepted Answer

Details are disclosed in stages, and the server enforces the rules. Before a connection you see an anonymous profile without name, website, registration numbers, people or contacts. After a connection is accepted, the display and legal name, website, description and verification summary are shown, but communication still runs through the platform. The people taking part in the deal and the numbers needed for the contract appear once the deal reaches AGREED.

Question 23

Why are e-mail addresses and phone numbers masked in messages?

Accepted Answer

Until a deal is agreed, the platform automatically masks e-mail addresses, phone numbers, web addresses and messenger handles in messages and text fields; in listing text fields masking always applies. The sender is told what was masked, because the mechanism can make mistakes. The original is kept only for evidence, moderation and billing and is not shown to the recipient.

Question 24

Can I close a deal outside the platform once I know the counterparty?

Accepted Answer

The Terms require companies that connected on the platform to run deals in the goods that led to the connection on the platform and to keep deal statuses up to date. Exceptions include a relationship that existed before the connection and is shown by documents. Before applying any measure, the operator informs the company of the suspicion and lets it explain. The full rules are in section 12 of the Terms.

Question 25

What does the other company see before I accept a connection?

Accepted Answer

An anonymous profile: type of business, country, verification level, number of deals completed on the platform, date joined and response rate. It does not see the name, website, registration numbers, people or contact details. RFQ content, quotes, negotiations and messages are not public.

Question 26

What is public on a listing page?

Accepted Answer

A listing page is open without signing in and shows, among other things, the product with its HS and CN code, quantity with unit, countries, Incoterms rule with place, dates, price with currency (or a note that it is negotiable), the masked description and the anonymous profile. We do not show publicly the company name, website, registration and tax numbers, people and contacts, RFQ content, quotes, negotiations, messages or deal status. Contacting a company and sending an RFQ require signing in and a company account.

Question 27

Is the history of quotes and negotiations kept?

Accepted Answer

Yes. Every quote version and every negotiation step is stored in immutable form and cannot be changed or deleted; a change is a new record. Sensitive state changes, such as deal transitions, write an audit event in the same database transaction as the change itself, and the audit log is append-only.

Question 28

How do I make a counter-offer, and does the previous version disappear?

Accepted Answer

A counter-offer creates a new quote version, and earlier versions stay in the history. A quote can be accepted, declined or countered while the latest version is valid, and the supplier can withdraw it before a final decision. AI does not submit or accept quotes on your behalf.

Question 29

How long is a quote valid?

Accepted Answer

Each quote version has a validity date set by the supplier; once it passes, the quote expires automatically. The legal effect of a quote, including how long it binds, is set by the parties and the law that applies to them.

Question 30

How are currencies and units handled?

Accepted Answer

Every amount carries a currency and every quantity a unit; units are never converted silently. For the platform fee, a deal value in another currency is converted to USD at the ECB reference rate of the day the deal is agreed, and that rate is locked. A deal in a currency without an ECB reference rate cannot be agreed until a rate is available. Times are stored in UTC and shown in your time zone.

Question 31

What does the AGREED status mean and what happens then?

Accepted Answer

AGREED means both companies confirmed the agreed commercial terms on the platform. At that moment the success fee is calculated with the pricing version, exchange rate and relationship parameters locked, and under the disclosure rules the people taking part in the deal and the numbers needed for the contract and documents become visible.

Question 32

Does Hiram take payments or act as escrow?

Accepted Answer

No. The operator provides no payment services, does not accept, hold or transfer companies' funds, runs no escrow accounts and gives no payment or delivery guarantee. Payment and delivery remain a matter for the parties to the deal.

Question 33

What happens to the fee when a deal is cancelled or disputed?

Accepted Answer

The CANCELLED status removes the success fee, and the cancellation is recorded in the audit log. The DISPUTED status holds the fee collection; after the dispute is resolved, the fee is recalculated on the value actually delivered.

Question 34

What statuses does a deal have?

Accepted Answer

A deal from an accepted quote starts at AGREED and moves through CONTRACTING, PAYMENT_PENDING, FULFILLMENT and DELIVERED to COMPLETED. Cancellation (CANCELLED) is possible up to PAYMENT_PENDING; from AGREED on, a deal can also be marked as disputed (DISPUTED). The buyer confirms delivery after the seller confirms dispatch, and every state change goes to the audit log.

Question 35

What is the payment register if the platform does not handle money?

Accepted Answer

The payment register only records information about payments that companies make directly to each other outside the platform. An entry in the register does not confirm that a payment was made. Entries cannot be changed or deleted; a correction is a new entry.

Question 36

What are Incoterms and why must I name a place?

Accepted Answer

Incoterms are rules of the International Chamber of Commerce (ICC) that set who arranges and pays for transport, insurance and customs clearance, and where risk passes from seller to buyer. The platform uses Incoterms 2020 and always requires a named place, for example FCA Gdansk. The explanations on the platform are general guidance; the terms agreed by the parties are binding.

Question 37

Which Incoterm should I choose?

Accepted Answer

We do not recommend a particular rule or advise on individual cases. The platform shows the Incoterms 2020 rules with short explanations of how costs and risk are split and requires a named place. The choice is for the parties to agree; the terms written in the quote or contract are binding.

Question 38

Does Hiram arrange transport, insurance or customs clearance?

Accepted Answer

No. The operator provides no forwarding, carriage, customs, legal or tax services and gives no guarantees or insurance for deals. The platform records shipment details and statuses; the parties arrange transport under the Incoterms rule they agreed.

Question 39

How do I track a shipment on the platform?

Accepted Answer

A deal can have up to 20 shipments, for example for split deliveries. A shipment record holds the route, carrier, booking and tracking references, estimated departure and arrival dates (ETD and ETA) and a status, and shipment events are added to its history. The platform is not a carrier system: the parties to the deal enter the data.

Question 40

What is an HS code and why is it on an offer?

Accepted Answer

The HS code is the six-digit international goods classification maintained by the World Customs Organization. The CN code is its eight-digit EU extension used in customs declarations and EU trade statistics. On the platform, catalogue products carry an HS code, which drives matching and is shown on the listing page.

Question 41

How do I find the right HS code for a product?

Accepted Answer

In the product catalogue you can search by name or by typing the start of an HS code. If there is no suitable entry, you can submit a product outside the catalogue; a listing with such a product waits for moderation until the product is approved. The search helps you find an entry but is not a binding customs classification.

Question 42

Who pays customs duty and import VAT?

Accepted Answer

That depends on the agreed Incoterms rule and the law of the country of import. The platform does not handle customs clearance and gives no customs, legal or tax advice. For a specific shipment, ask a customs broker or an adviser.

Question 43

Are my goods subject to export controls or sanctions?

Accepted Answer

Companies are responsible for making sure their goods and deals comply with the law of the countries of origin, transit and destination, including customs, export control and sanctions rules, and for obtaining permits. Prohibited items include goods, parties and destinations under sanctions, narcotic drugs, CITES specimens without permits, counterfeit goods, weapons and ammunition (chapter 93) and goods made with forced labour. Restricted categories, such as dual-use items and hazardous chemicals, are published after moderation. The full list is in the Acceptable use rules.

Question 44

Who pays the success fee, and when?

Accepted Answer

The selling company pays the success fee; the buyer sees that the platform fee is paid by the seller. On the ENTERPRISE plan a buyer can take over the fee under a separate agreement. The fee is calculated when the deal reaches AGREED and becomes due and is invoiced after COMPLETED, on the value actually delivered.

Question 45

How is the success fee calculated?

Accepted Answer

The fee is calculated on the deal value in USD equivalent using a marginal method: each rate applies only to the part of the value inside its band. There is a minimum per deal and no maximum. The fee decreases for repeat deals between the same pair of companies and under the "Invite your counterparty" programme. Prices exclude VAT, and the pricing version of the agreement day stays with the deal. Bands, rates and examples are on the Pricing page.

Question 46

Is there a free plan and what does it include?

Accepted Answer

Yes. The FREE plan has no subscription fee and includes: active requests - 3, active offers - 3, RFQs sent per month - 3, seats - 1. Answering RFQs is unlimited on every plan. The plan affects neither the matching score nor the verification level.

Question 47

Do I pay to answer RFQs or to connect?

Accepted Answer

No. We charge nothing for registration, publishing listings within the plan limits, matches, connections or answering RFQs. The success fee applies only to a deal that reaches COMPLETED.

Question 48

How are subscription and fee invoices issued?

Accepted Answer

Invoices are issued and delivered electronically, and where the law requires it also through the Polish National e-Invoicing System (KSeF). Payment is due 14 days after issue. Prices exclude VAT; VAT is added where due, and for companies from other countries with a valid VAT number the buyer accounts for the tax. The success fee is invoiced in USD.

Question 49

How do I change or cancel my plan?

Accepted Answer

Cancelling takes one click in the billing settings and takes effect at the end of the paid period, as does a downgrade. An upgrade takes effect at once, with a pro rata charge. Subscriptions renew automatically, and we send a reminder before an annual renewal. When a plan expires no data is deleted; the limits of the new plan apply.

Question 50

How does the "Invite your counterparty" programme work?

Accepted Answer

Deals in both directions between the inviting company and a company whose account was created from its invitation get a reduced fee for as long as the relationship lasts. The reduction combines with the repeat-relationship reduction, but the combined multiplier has a floor. One relationship has one inviter. The exact multipliers are on the Pricing page.

Question 51

Where is data stored and is it isolated between companies?

Accepted Answer

The production database is PostgreSQL hosted by Supabase in Frankfurt, Germany (eu-central-1), and the application connects to it over TLS and verifies the server's identity. Every query for company-private data carries a scope taken from the signed-in session, and a company identifier sent by the browser is never accepted as proof of access. Some providers are based in the United States; the Privacy Policy lists them and the transfer safeguards.

Question 52

How does consent for analytics and marketing work?

Accepted Answer

Analytics and marketing are off until you turn them on; no box is pre-ticked, and the accept-all and reject-all choices have the same size and style. Tools in a category load only after you consent to it. Each choice is recorded as proof without the IP address itself and kept for five years. You can change your consent at any time through the "Cookie settings" link in the footer.

Question 53

How do I delete my account and what is kept?

Accepted Answer

You delete your account yourself in the account settings, confirming with your password or a recent sign-in. Deletion takes effect by default after 14 days; until then you can cancel it in the settings or with the link from the e-mail. It is not possible while you are the last admin of a company, hold a platform administration role or are an active trade partner. Your name, e-mail, password and sessions are removed or anonymised, while the companies' commercial history and evidence of accepted legal documents are kept for the period stated in the Privacy Policy. You can request a copy of your data (ZIP with JSON and CSV) in the same settings.

Question 54

Can AI send a message or accept terms for me?

Accepted Answer

No. Apart from machine translation, artificial intelligence features are not provided at present. Once they are, AI output will always be a draft that you review and approve; AI will not send messages, submit or accept quotes or conclude deals on behalf of a company.

Question 55

Are listings and messages translated automatically?

Accepted Answer

Machine translation runs on request (the "Translate" button) for the text of listings, RFQs, quotes, messages and company descriptions, after contact details are masked. A translation is for information only and the original text is binding, so do not rely on it for price, quantity, dates or other commercial terms.

Question 56

Which languages does the platform support?

Accepted Answer

The interface is available in 7 languages: English, Polski, Español, Français, 中文, العربية, Tagalog. Translation of listing and message content is a separate on-request feature. The Polish version of the Terms is binding.

Question 57

Who settles a dispute with a counterparty?

Accepted Answer

Disputes between companies about a deal are settled by the companies themselves; the operator is not a party, and the DISPUTED status does not mean that the operator decides the dispute. The operator can share the platform records of that deal with the parties. The Complaints procedure covers the platform's services, not commercial disputes.

Question 58

How do I file a complaint or appeal a moderation decision?

Accepted Answer

A complaint is sent by e-mail or in writing to the operator address given in the Complaints procedure. State the company name, e-mail address, a description of the problem with its date, the identifiers concerned (listing, RFQ, deal, invoice or decision) and the outcome you expect. Complaints about the services are filed within 30 days of learning about the problem, and appeals against moderation decisions within 6 months. The procedure also covers objections to verification level decisions.

Question 59

How do I report suspicious or illegal content?

Accepted Answer

Report content you consider illegal with the "Report" function next to it, also without signing in on a listing page, or to the operator address given in the Terms. The report should include your reasons, the address (URL) of the content and your contact details. The operator informs the reporter of the decision, which can be appealed within 6 months under the Complaints procedure.

Topic

Getting started