SHIPMENT POLICY

This Shipment Policy ("Policy") outlines terms and conditions governing the Shipments. This Policy applies to all orders placed with Hiveloop E-Commerce Private Limited (including its subsidiaries, group companies, and affiliates, as may also be referred to as 'udaan' or 'us' or 'our' or 'we') by you ("User", "you" or "your") through [www.udaan.com] website and udaan mobile application ("Platform").

Any capitalised terms used herein this Policy and not defined explicitly shall have the same meaning as defined in the Terms of Use, as may be amended from time to time.

We may modify this Policy from time to time, and any such changes will be reflected on the Platform and be effective immediately upon the changes being reflected on the Platform. If you do not agree to the terms contained in this Policy, you are advised not to accept the Terms of Use and the Policy and may forthwith leave and stop using the Platform. Users agree to be bound to any such changes or modifications and understand and accept the importance of regularly reviewing the Policy as updated on the Platform from time to time.

I. Shipment

(i) We aim to provide the best customer experience for you by tying-up and partnering with logistics service providers ("Logistics Partners") to handle your Order in the best possible way and to ensure that you have a hassle-free experience in receiving the Product that you have ordered from the Platform. We make all commercially reasonable endeavours to ensure that the Products are delivered to you in a timely fashion.

(ii) You agree and understand that though we effectuate Shipment of Products through our Logistics Partners, we reserve the right to ship and deliver the Products on our own without engaging any Logistics Partners or third-party service providers.

(iii) Upon receipt of Order, we will use our best endeavours to deliver the Products to the User to the delivery address and designated recipient in the Delivery Note. For the avoidance of doubt, the designated recipient may not be the User.

(iv) User will be provided with an estimated timeline for delivery of the Product purchased from the Platform. This estimated timeline shall be notified to User on Order confirmation Page displayed when Order is confirmed by us. We will also share details about Your Order pursuant to their dispatch on mobile number provided by You that are registered with us.

(v) Once You place an Order on the Platform, we process such Order and hand over the purchased Product to our Logistic Partner. The User may track the Order on the Platform or the website and/or the mobile application to check the status of the purchased Product and its estimated day of delivery.

(vi) We will not verify the identification of the person receiving the Shipment at the designated delivery address; however, we will obtain the signature of recipient of the Shipment on the Delivery Note. The User hereby authorises us to contact the User, at any given point of time, by way of calls or SMS or any other method of messaging (Example: WhatsApp) for transactional purposes including but not limited to order confirmations and/or delivering the Order(s).

(vii) Consignee is required to behave properly with the pickup and delivery associates of udaan. Any misbehaviour, unprofessional conduct, verbal and physical abuse is prohibited and will be considered as a violation of these Terms. udaan reserves the right to suspend Your use or access to the Platform in its sole discretion if deemed that You are in violation of this paragraph.

(viii) We endeavor to engage Logistic Partners, employees, agents with the highest regard for ethics and integrity; and behave in a fashion that exudes thorough professionalism, competence and good mannerism. You agree and acknowledge that the actions, inactions of delivery individuals are not in our control, and it is not possible for us to monitor and observe each delivery executive. We shall not be liable for any acts or omissions on part of our delivery agents, employees, or personnel and/ or the Logistic Partner or their employees, agents, or personnel. Any issue arising between You and our delivery executive or an employee, agent, personnel of the Logistic Partner will have to be resolved by the You, independently. You agree and acknowledge that You will not hold us responsible or require us to settle, mediate or resolve any disputes between You and the delivery personnel delivering the Products to You. However, You may connect to our Customer Support to report the issue.

(ix) While udaan endeavors to the delivery of its Products all across India, currently, udaan has a select list of areas where delivery can be undertaken. At the time of placing an Order for purchase of Products on the Platform, Users are required to enter their pin-code details to verify if deliveries can be carried out in their areas. If the area where the User wishes that the purchased Products be delivered is not within udaan's recognised delivery network, udaan will not be able to process the order further.

(x) You agree and acknowledge that to effectuate timely delivery of the purchased Products to You we may inquire or collect specific information like Your name, shipping address, billing address, landmarks, contact details, etc. You shall ensure that all information that is submitted by You to us on the Platform is true, complete, accurate and sufficient to identify the actual place of delivery. You understand that You shall bear absolute liability in case of any failure by us in delivering the purchased Products due to Your failure to provide correct, complete, sufficient and accurate information at the time of placing the Order. It is further clarified that we shall not be liable in any manner and at any point in time due to Your failure to provide correct and complete information.

II. Shipping Cost and Charges

(i) We reserve the right to charge or collect shipping fees on Products from time to time. Shipping charges may vary based on the value of the Product, type of Product, area of delivery, payment mechanism, etc. You agree that we are authorized to collect, on behalf of the Logistic Partner, the shipping and delivery fees for the delivery service provided by the Logistic Partner. In the event we charge a shipping fee for the delivery of a purchased Product, such shipping fees will not be refunded by us pursuant to any return request raised by You. However, we may refund the shipping fees in the event a defected, damaged, deficient or incorrect Product (for reasons attributable to, and accepted by udaan after due verification in our sole discretion) has been delivered. You acknowledge and accept that the title and risk of all Products ordered by You shall pass on to You upon the delivery of the purchased Products to You.

III. Cash-on-Delivery

At the time of placing the Order, if the User chooses the option, pay 'Cash-on-Delivery', we will collect the amount pertaining to the Order at the time of delivery of the Products to the Consignee. It is further clarified that if such payments are collected by a third-party service provider, then such third party shall act in a fiduciary capacity solely for the purposes of collection of payment from You. Further the limit under the option, pay 'Cash-on-Delivery' shall be INR 2,00,000/- (Indian Rupees Two Lakh Only) per day.

IV. Inspection upon Delivery

Upon receipt of the Shipment, the User agrees to inspect the Products for any visible damages, defects, or discrepancies within. The manner of dealing with damaged Shipment is detailed here.

V. Delay in Delivery

While we make reasonable endeavours in ensuring that purchased Products are delivered to You in a timely manner and within the timeline notified to You, You accept and acknowledge that the delivery may be delayed on account of:

(i) Logistical issues beyond our control;

(ii) Unsuitable weather conditions;

(iii) Political disruptions, strikes, lockdowns, employee-lockouts, etc.;

(iv) Acts of God such as floods, earthquakes, etc.;

(v) Other unforeseeable circumstances.

In such events of delay, we shall make reasonable attempt to inform You by communication to your mobile number registered with us. We disclaim all liabilities that may arise on account of our failure to inform or notify You of delays in the delivery of purchased Products on the Platform. Further, we shall be under no obligation to compensate You for any claim that may otherwise arise on account of delay in the Shipment or use of the purchased Products.

VI. Grievance Mechanism

(i) The User may submit any grievance with respect to the Platform or the Services, including with respect to any abuse on the Platform and/or any discrepancies or grievances with respect to processing of information to the Grievance Officer at the contact details mentioned in VI (b). We will endeavor to resolve Your grievances and concerns within timelines as mentioned under Applicable Laws.

(ii) GRIEVANCE OFFICER

Grievance Officer,

Hiveloop E-Commerce Private Limited, 1st Floor of South Wing "TWA - SJR - The Hub" situated at Survey Number 8, 2 & 9, Sarjapur Main Road, Sarjapur - Marathahalli Road, Bellandur, Bengaluru, Karnataka PIN- 560102, India Phone: 080 6883 5562 Email: [email protected]

Time: Monday - Saturday 9:00 AM - 06:00 PM

VII. Customer Support:

Emil Id: [email protected]

Phone No.: 080 6883 5562

Support channel: The Buyer shall select the "Call Us" option to either directly connect with or request a callback from the udaan customer support team