Last Updated on 10th August 2020
Terms and Conditions for Logistics Services and Payment Services
By availing the Logistics Services and/ or Payment Services (defined below) of Third Party Service Providers (hereinafter referred to as ‘we’/ ‘us’), Buyer or Seller or any other party acting on their behalf with an interest in the Order(s) (defined below), (hereinafter collectively referred to as ‘you’), agree to be bound by the terms and conditions set out herein below (“Terms”).
In these Terms:
(a) “Buyer(s)” shall mean the person or individual who has purchased the Products offered for sale by the Sellers on the Platform and is availing Logistics Services and Payment Services from us.
(b) “Chargeback” is a settled transaction that is reversed to the Buyer(s) by the Payment Instruments, upon receiving a chargeback request from the Buyer(s), upon failure of the Seller(s) to provide an explanation along with documentary evidence that the chargeback request should be rejected.
(c) ‘Consignee’ shall mean the Buyer or any person named in the Delivery Note or any of his/her representatives that takes the delivery of Shipment being transported.
(d) ‘Dangerous Goods’ includes products that are or may become of a dangerous, hazardous, inflammable, radioactive, or damaging nature, products liable to taint or affect other products and products likely to harbor or encourage vermin or other pests.
(e) ‘Delivery Note’ shall means the Waybill containing the essential information (as determined by us on our sole discretion) required for the performance of the Logistics Services, including name, delivery address and contact number (if applicable) of the Consignee or the designated recipient of the Shipment, description of the contents of the Shipment (if applicable) and COD details (if applicable).
(f) ‘Logistics Services’ means the shipping, delivery, including cash on delivery (“COD”) services and other services provided by us to you pursuant to these Terms.
(g) “Order(s)” shall mean an order placed by the Buyer(s) for purchase of Products prescribed by the Seller(s) of such Products. Each Order shall be specifically designated by a unique order number.
(h) “Order Detail(s)” shall mean the details relating to the Order including without limitation, the description of Products, cost of the Products, total amount payable, delivery date etc.
(i) “Payment Services” shall mean the services being provided by us to the User(s) on the Platform for collection of payments by us from the Buyer(s) in relation to the Order(s), and remittance of the same to the Seller(s) of the Products or any third party (on the instruction of the relevant User(s)), through any of the following means: (i) using Payment Instruments (defined below) that enables the Buyer(s) to pay online; (ii) acceptance of cash, for cash on delivery Order(s), or (iii) in any other manner, through such payment modes as may be provided by us from time to time.
(j) ‘Platform’ means the any website and/ or mobile application whereby Seller(s) display/ list and sell their Products.
(k) “Product(s)” shall mean multiple categories of goods including but not limited to mobiles, cameras, computers, apparels, footwear, healthcare and personal products, consumer home appliances and consumer electronics etc.
(m) 'Shipment(s) / Consignment(s)' means all Products (excluding documents) that travel under one Delivery Note and which may be carried by any means we choose in our discretion, including air, road or any other carrier.
(n) ‘Third Party Service Provider(s)’ means the third parties that provide Logistics Services and Payment Services to you. At present, this Third Party Service Provider is Hiveloop Logistics Private Limited having its registered office at 1090/O, Municipal No. 1580/1090/O, 17th Main, Sector -3, HSR Layout, Bangalore, Karnataka – 560 102.
(n) 'Waybill' shall include any label that may be produced by us under automated systems, air waybill, or consignment note which shall incorporate these Terms.
I. If you are availing the Logistics Services from us, you agree to be bound by the following terms and conditions:
1. Conditions to Provision of Logistics Services:
(a) We, in our sole discretion, reserve the right to refuse the delivery of any Shipment and/ or forfeit delivery of any Shipment without any liability thereof.
(b) We are entitled to select third party service providers (including but not limited to carriers, storage keepers, warehousing agents, stuffing agents, packers, surveyors, transporters) as independent agents for performance of the Logistics Services under these Terms and Conditions.
(c) Consignments which contain Dangerous Goods or such goods that are expressly prohibited by the railway/airport authority or any other transport agency or government authority or any other law or regulation that may be applicable, shall not be accepted by us for delivery.
(d) Consignments addressed to a post box number or with incomplete address will not be delivered by us and the same will be rejected by us.
(e) We may, in our sole discretion, reject any Shipment for the provision of Logistics Services and shall return such rejected Shipment in accordance with the relevant return policy that may be notified by us, from time to time.
(f) We reserve our right to weigh the Shipment at our own weighing centers and in the event of any discrepancy, additional charges may be levied on the Shipment. Any decision by us with respect to any inaccuracy in the information or discrepancy in weight shall be final and you hereby authorize us to determine the accurate weight on your behalf.
(g) We shall not be liable for any loss arising due to confiscation of Shipments by any government agencies due to lack of proper documents or inaccurate information provided to us.
(h) We may, in our sole discretion, conduct random audit of the Seller’s premises to ensure compliance with the terms set out herein. We may further conduct random verification/ checks of the Shipments that in transit to check your compliance with the terms mentioned herein.
(i) Seller hereby expressly authorises us and/ or our third party service providers to undertake insurances for safe keeping of goods in the warehouses and during transit of products, as the case may be, and claim insurance from the relevant insurance company in the event of loss or damage of Products while in its custody (including transit). The Seller has no objection to the payment of claims to us and/or our third party service providers in the event of a loss.
2. Representation, warranties, and obligations:
(a) Seller shall ensure that the Consignment does not contain any letter of communication which will infringe the Indian Postal Act, 1983 or any other applicable laws. We accept Consignments in good faith that the Consignments do not contain anything which will infringe or be in violation of any applicable laws.
(b) If more than one Consignment is booked to the same receiver, Seller must ensure that the full address of the Consignee or designated recipient is written on all the Consignments.
(c) Seller shall not enclose cash, high value gift articles, share certificates, travel documents, Dangerous Goods, explosives, firearms, cattle, or any other product that is prohibited by applicable laws in the Shipment. If Dangerous Goods or any goods that are prohibited by applicable laws are found in the Shipment which constitute a risk to other goods, property, life or health, such Shipment may without notice be destroyed or otherwise dealt with at our sole discretion and at your risk and expense. In this regard you shall, at all times, fully indemnify us and hold us harmless against all penalties, claims, damages, losses, costs and expenses (including but not limited to legal expenses) whatsoever arising in connection with any such goods.
(d) Seller shall be solely responsible to declare the accurate value of the Consignment in the consignment note at the time of booking your Consignment for delivery.
(e) Seller represents and warrants that the description and particulars of the Consignment (including but not limited to the weight, content, measure, quality, condition, marks, numbers, and value) are complete and accurate with all laws, regulations, and requirements that may be applicable.
(f) Seller represents and warrants that:
(i) all information provided by you or person acting on your behalf relating to the Shipment(s) are complete and accurate;
(ii) the Shipment(s) are properly and sufficiently prepared, packed, stowed, labelled, and/or marked;
(iii) the Shipment(s) are packed in a manner adequate to withstand normal handling or storing while transporting; and/or
(iv) the Shipment(s) are in compliance with all laws, regulations, and requirements as may be applicable.
(g) Seller shall ensure that all the Consignments are provided to us before the specified cut-off-time specified by us for on time delivery with all the proper documents (in accordance with applicable laws including but not limited to goods & services tax Act, 2007 (GST)) required to ship the Shipments. GST on the products contained in Shipments and all applicable statutory tax compliances shall be your sole responsibility and we shall not be responsible for any losses, damages resulting from any such non-compliances.
(h) Seller shall be solely responsible to ensure that the Consignment is handed over to us within the time slots allotted to Seller by us. If Seller does not handover the Shipment within the time slot allotted, then Seller shall be charged extra for second attempt being made by us to take the Shipment.
(i) Seller shall be solely responsible for procuring appropriate insurance policies for the Consignments to cover all or any risks and liabilities that Seller may foresee. If Seller requires greater protection, then insurance cover may be arranged by us for the Shipment, in our sole discretion, upon your prior written instructions.
(j) Seller shall be solely responsible to raise invoices directly on the Buyers. In the event any penalty is levied by any governmental or regulatory authority on us due to Seller’s non-compliance of applicable laws, including without limitation, non-availability of invoices with the Consignments etc., Seller agrees to indemnify us, in this regard for all costs, losses, liabilities, penalties or expenses that we may have to incur. We shall not assume any liability for Seller’s failure to comply with this clause.
3. Delivery Services:
(a) Upon receiving a service order for the Logistics Services, we shall use our best endeavours to deliver the Shipment(s) to the delivery address and designated recipient in the Delivery Note. For the avoidance of doubt, the designated recipient may not be the Consignee. We will endeavour to verify the identification of the person receiving the Package at the designated delivery address and obtain the signature of such person’s signature on the Delivery Note.
(b) For onward delivery of Shipments, Seller hereby authorizes us to print Delivery Note containing information with respect to Shipment on its behalf.
(c) Shipments shall be delivered on ‘as is’ basis and unless agreed otherwise, we are under no obligation to inspect the contents of the Shipment. However, we may, in our sole discretion, at any time and without notice to Seller, inspect the contents of Shipment to ensure Seller’s compliance to these Terms.
(d) Proof of delivery of the Shipment can be made available upon Seller’s request provided such a request is made within 30 days from the date of dispatch of the Consignment. We will not accede to any requests after the expiry of the aforesaid time limit.
(e) Every effort will be made to adhere to the delivery schedule, that may be prescribed by Seller, however, the Shipment may be delayed due to circumstances beyond our reasonable control.
(f) If the performance of our obligations, in our reasonable opinion is or is likely to be affected by any hindrance, risk, delay, difficulty, or disadvantage whatsoever and which cannot be avoided by our reasonable endeavors, we may, on giving notice in writing to you or without notice where it is not reasonably possible to give such notice, treat the performance of the obligations as terminated and place the Shipment or any part of them at your disposal at any place which the we may deem safe and convenient, whereupon our responsibility in respect of the Shipment shall cease. Seller shall be responsible for any additional costs of carriage to, and delivery and storage at, such place and all other expenses incurred by us in this regard.
(g) Notwithstanding anything contained herein, our total aggregate liability for any claims or losses that may arise in connection to this shall be limited to the amount recovered by us from the insurance company in respect of Products in dispute or fee received from the you in the preceding six (6) months from the date such claim arose, as the case maybe
4. Failed Delivery or Undelivered Shipment:
(a) You acknowledge that a delivery failure (“Failed Delivery” or “Undelivered Shipment”) may occur for various reasons, including but not limited to:
(i) the Consignee’s name is incorrectly stated in the Delivery Note;
(ii) the delivery address is incorrectly stated in the Delivery Note;
(iii) there is no recipient available at the designated delivery address to receive the Shipment; or
(iv) the recipient refuses to receive the Shipment.
(b) In the event of a Failed Delivery due to the reasons stated in clause (a) above, we shall retain the Shipment and make a reasonable number of re-delivery attempts (as determined by us in our sole discretion) to deliver the Shipment in accordance with the RTO Policy as displayed on the Platform.
(c) In the event of Failed Delivery even after making such number of re-delivery attempts to deliver the Shipment, we will notify Seller and use reasonable efforts to return the Shipment to Seller in accordance with the RTO Policy.
(d) Our RTO Policy can be accessed here.
(a) Buyer may raise a return request with respect to the following reasons of deficiency in delivery of Shipment provided by us:
(i) Missing Product or some items from the entire order placed found to be missing which arise due to reasons attributable to us;
(ii) Damage to the outer box delivered or Product damaged in transit; or
(iii) Any other logistics or warehousing related issues.
Depending on the category of Product, you can raise a return request for any of the issues within the timelines prescribed below:
7 days from the date of delivery of shipment
3 days from the date of delivery of shipment
7 days from the date of delivery of shipment
2 days from the date of delivery of shipment
7 days from the date of delivery of shipment
2 days from the date of delivery of shipment
Accessories and Consumer Electronics
7 days from the date of delivery of shipment
Home and Kitchen
7 days from the date of delivery of shipment
14 days from the date of delivery of shipment
Toys and Baby care
7 days from the date of delivery of shipment
Stationery and Office Supply
7 days from the date of delivery of shipment
1 day from the date of delivery of shipment
15 days from the date of delivery of shipment
(b) At the time of raising the return request, Buyer will be required to provide appropriate documents/ information at the time of submission or post submission of the claim/ dispute in support of its claim. These documents/ proof may include without limitation:
· images of the Product(s) indicating the issue in the Product/ shipment delivered. The images need to capture the following: (a) the shipping label with Order ID; (b) Order details; (c) packed shipment; (d) issue observed by you in the Product; (e) damages to the Product; and/or (f) the IMEI number (in case the Product is a mobile phone);
· unboxing/ normal video clip indicating the issues in the Product/ shipment delivered. The video clip needs to capture all sides of the package, order details, shipping label, quantity of the Product, damages in the Product, IMEI number (in case of mobile phones), any tampering with the outer box etc.;
· copy of bill/ tax invoice for the Product received.
If we require any further information or clarification from the Buyer we will contact you.
(c) Upon internal scrutiny and verification of the claim / return request, we may either accept or reject the claim/ return request. In case we accept the claim raised by the Buyer, we will arrange for the pick-up of the Shipment (if required) that has been delivered by us. It shall be the responsibility of the Buyer to pack the Product to be returned in a manner such that the packed shipment can withstand the handling and transportation process.
If the return request of the Buyer has been rejected due to the following reasons that: (a) Buyer does not respond to the inquiry calls and/or calls made by us to procure missing documentation and information; or (b) supportive documents are insufficient, or Buyer is unable to provide sufficient proof in support of the claim, Buyer may raise a new return request within three (3) days from the date of such rejection.
(d) We will initiate a refund of the order amount paid by the Buyer within forty-eight (48) banking hours, in cases where refund request is initiated under Para 5(a) which is attributable to any deficiency of service provided by us:
1. from the date of approval of claim/ dispute; or
2. from the time of successful pick-up of the Product from Buyer’s shop/ designated pick-up location;
whichever is later.
(e) Our decision with respect to settlement of the claim/ dispute shall be final and binding on the Buyer and we shall not entertain any further claims once the claim/ dispute has been settled/ resolved by us.
(f) If the Buyer has raised a return request for any reason other than as mentioned under clause 5 (a) above and where such return request of the Buyer has been accepted , we may provide logistics services to the Buyer for returning the Products to the Seller (if requested by the Buyer). It shall be the responsibility of the Buyer to pack the Product to be returned in a manner such that the packed shipment can withstand the handling and transportation process. Further it shall be the responsibility of the Seller to refund the order amount already paid by the Buyer. In such cases of Seller approved returns, no liability shall rest with us with respect to refund of order amount to the Buyer.
(g) We may, in our sole discretion, check the contents of the returned shipment that are picked up from the Buyer, however, we shall not assume any responsibility or liability with respect to such verification of the shipment. If we choose to do such verification, our check will be limited to checking that the Products which are handed over to us match the description of the Products, quantity, colour, size, and/ or brand with the Product for which return request has been raised. Buyer’s return request shall automatically stand cancelled in case the Products handed over to us do not pass the verification check. We will not entertain any further return request in case of any cancellation due to verification check.
The returned Shipment will be delivered to the Seller within 45 days from receipt of product from the Buyer.
Any delay in delivery due to unforeseen reasons will be communicated by us.
(h) The Shipment to be returned will be delivered to the Seller in the same condition in which it was received by us from the Buyer. Seller shall be bound to accept the Shipment returned by the Buyer.
(i) At the time of delivery of the returned Shipment to Seller or any of its representatives, we shall open the Shipment at Seller’s location and Seller is bound to accept the same in an open condition. Seller will be required to acknowledge the delivery of the Shipment by signing on the proof of delivery document (“POD”) and clearly write on the POD if the returned Shipment is damaged or tampered with. Seller agrees to allow us to take photos, videos, etc. of the opened Shipment for our record purposes. Seller acknowledges that such photos, videos, etc. collected by us will be used at the time of settling any dispute (if any) that may be raised by Seller with respect to the Shipment.
(j) Seller can raise a dispute with respect to the Shipment returned to within seventy-two (72) hours from receipt of the same, failing which it shall be deemed as accepted by the Seller without any damage or fault. Seller may raise a dispute for any one of the following reasons using the Platform:
1. Reverse Shipment/outer box is in a visibly damaged condition or tampered;
2. Products received does not match with the products which were dispatched by Seller;
3. Difference in the quantity;
4. If the Reverse Shipment is not delivered but marked “delivered” on the Platform; or
5. Mismatch/non-alignment with the approved refund amount.
(k) At the time of raising a dispute, Seller will be required to provide documents/ proof in support of the claim, which include without limitation, images of the returned product(s) indicating the issue in the Shipment received. The images need to clearly capture the following:
· the Return ID;
· AWB number of the Shipment;
· packed Shipment;
· issue observed by you in the returned product;
· damages to the returned product;
· brand name/ manufacturer’s name of the returned product; and/or
· the IMEI number (in case the product is a mobile phone).
(l) Upon receipt of Seller’s claim, we will scrutinize the documents provided by the Seller and the Evidences collected by us and decide the claim either in favour or against the Seller.
The dispute may be resolved against Seller if it is concluded that:
· Evidences collected by us and documentation, proof, and information provided by Seller in support of the claim does not match;
· document/ proof provided by Seller is insufficient; or
· Seller does not respond to the inquiry calls and/or calls made by us to procure missing documentation, proof, and information in support of its claim.
Our decision with respect to settlement of Seller’s claim shall be final and binding on the Seller.
(m) We may in our sole discretion, agree to refund the delivery charges to the Buyer or Seller, as the case may be.
(n) If despite our reasonable efforts, we are unable to deliver the returned Shipment to the Seller, the same will be transferred to our liquidation hub for liquidation. Seller agrees to transfer the right, interest, and title to such returned Shipment to us. We shall not assume any liability to pay any amount to the Seller upon liquidation of such returned Product or entertain any claims with respect to such returned Shipment. Seller agrees that it shall not be entitled to receive any money or amount that we may receive from liquidation of such Shipment.
(o) If it is found that Buyer or Seller misbehaves with our field executive, we reserve the right to cancel the claim/ dispute raised by them without incurring and assuming any liability thereof.
6. COD Services for Buyers:
(a) Seller hereby authorizes us to perform COD services and collect the cash on your behalf from the Buyer and the collected COD shall be settled and remitted to Seller’s account in accordance with the settlement process as set out in the terms for Payment Services as set out hereinbelow and Seller hereby agrees to be bound by the provisions of the terms for Payment Services in this regard.
(b) Seller acknowledges and agrees that in performing the COD Services, we are acting merely as a payment collection agent and shall take no responsibility as to the legality of any payment transaction between the Seller and the Consignee.
7. Express Remittance Facility for Sellers:
In the event Seller(s) request for payment for the Order(s) at the time of handing over Shipment to us for onward delivery of Consignment to the Consignee, we may in our sole and absolute discretion, pay to the Seller(s) such percentage of the amount of Shipment being handed over to us. Further, in the event the Buyer refuses to accept the Products we will return the Shipment to the Seller and the Seller shall be liable to return to us the money received by Seller from us in the form of express remittance. If the Buyer has accepted the Shipment, the money paid by the Buyer shall be adjusted corresponding to the amount of express remittance paid to the Seller.
You agree to indemnify, defend and hold harmless us, our affiliates and their related officers, directors, employees, agents and sub-contractors from and against all liability, loss, claims (including claims from third parties, sub-contractors or agents), damages, awards, penalties (including penalties imposed by government or regulatory authorities) or expenses (including attorney’s fees) arising out of or related to:
(i) any breach of your obligations, representations or warranties under these Terms;
(ii) any compliance of applicable law;
(iii) any claim or action by a third party in connection with any defect in title of any products;
(iv) information (whether to us or our affiliates, or their sub-contractors, agents or service providers, or government or regulatory authorities) in relation to the Shipment or otherwise pursuant to these Terms or in contemplation of the Logistics Services, that is incorrect, misleading, or erroneous;
(v) your omission to provide information or documentation required by us or any government or regulatory authorities;
(vi) any alleged or actual patent, copyright, trade secret, trademark, trade name, or other intellectual property right infringement or other claim, demand or action resulting from the advertising, publishing, promotion, manufacture, sale, distribution or use of any of the products;
(vii) any alleged or actual personal injury, death or property damage suffered by any party arising from the supply or sale of the Shipment to that party;
(viii) any claim by a third party or Consignee made pursuant to, or liability arising under any consumer protection laws, including any non-conformity or defect in, or any recall of, any of products.
9. Limitation of Liability:
In no event will we be liable for indirect, incidental, special or consequential damages, including loss of use, loss of profits or interruption of business, howsoever caused or on any theory of liability. We shall not have any liability whatsoever for any claims arising from: (a) any of your acts or omissions; (b) compliance with the instructions given by you or any person acting on your behalf; (c) an act or order of any government authority; (d) the insufficiency of the packing or labelling of Shipment; (e) the nature or description of the Shipment; (f) riots, civil commotions, strikes, lockouts, stoppage or restraint of labour; (g) explosion, fire, flood or storm; (h) any cause which we could not avoid and the consequences whereof we could not prevent by the exercise of reasonable diligence; (i) any loss, miss-delivery, delay or damage to any Shipment; and/or (j) any dispute or claims between the Seller and the Consignee/ Buyer including without limitation relating to the Shipment or Products hereunder.
Our aggregate liability (inclusive of interest and legal and other costs) arising under or in connection with the Logistics Services (whether by reason of any negligence or any non-fraudulent misrepresentation, any breach of contract or any express or implied warranty, condition or term of these Terms or any duty at common law) will not in any way exceed an amount of INR 5000/-.
(a) We shall charge the Buyer for providing Services and unless otherwise stated, all such charges shall be exclusive of Goods and Service Tax. The charges payable for availing the Services will be displayed in the Rate Card section of the Platform and the same may be modified or amended, from time to time, solely in our discretion without any notice thereof. It shall be Buyer’s duty to routinely check on such charges. In the event you continue to avail the Services from us, it shall be deemed that you have agreed to such change in charges.
(b) Octroi or any other charges levied by any central/state/local authorities wherever applicable shall be extra and Buyer shall be liable to pay the same.
(c) The charges shall be subject to applicable taxes, as per prevailing applicable laws. If TDS is required to be deducted on the payments made to us, then Seller or Buyer, as the case maybe, shall provide a proof of such TDS deduction, as per the timelines provided under the statutory laws.
We shall have a general and particular lien on the goods and other contents of Shipments and all documents relating thereto in an event of the default by you in the payment of sums of whatever nature due and payable by you to us including, without limitation, charge for attending, co-operating, reporting, fumigating, devanning, restoring, storing or reconditioning and/or all expenses incurred for the benefit or protection of the Shipments, and also for any payments, duties, fines or other expenses including but not limited to interest and legal costs and expenses, due at any time to us from you. If any amount due and payable by you to us is not paid, upon the giving of fifteen (15) calendar days prior written notice, we may, at our absolute discretion and without notice, suspend or cease providing all or any part of the Logistics Services without any liability whatsoever to you or any third party and, at our absolute discretion, may proceed to sell the Shipments by way of public auction or private tender without further notice. Our rights are reserved for any shortfall subsequent to the disposal of the Shipments.
II. If you are availing the Payment Services from us, you agree to be bound by the following terms and conditions:
1. Payment Services:
(a) In order to facilitate the purchase of Products by Buyer(s), we have (either ourselves or through third-parties) entered into arrangements with various third-party payment providers such as pre-paid cash cards, wallets, banks, or financial institutions and such other entities ("Payment Instrument(s)") as may be determined by us, in our sole discretion, which shall enable the Buyer(s) to pay for the Orders placed by the Buyer(s) on the Platform.
(b) Buyer(s) hereby agrees and acknowledges that we shall collect the payment, for the Orders placed by the Buyer(s), on behalf of the Seller. By availing the Payment Services, Buyer(s) authorizes us and our authorized representatives to collect the transaction amount payable for an Order from the Buyer(s), on behalf of the Seller, and process, facilitate and remit the payments to the Seller.
(c) Upon placement of Order on Platform, Buyer(s) shall be able to make payment for the Order placed by the Buyer(s) for completing the transaction through one of the Payment Instruments or methods of payment prescribed by us and made available, from time to time, on the Platform.
(d) At the time of placing the Order on Platform, we may in our sole discretion require Buyer(s) to pay an token amount equivalent to a certain percentage of the value of the Product(s) purchased from the Seller (“Token Amount”). Such Token Amount payable by the Buyer(s) shall in no event exceed the transaction amount for an Order. The Token Amount shall be non-interest bearing and shall be held in trust by us. This Token Amount shall be adjusted from payment received from the Buyer(s) against the Order delivered. In the event of any cancellation of the Order by the Buyer(s), we may in our sole discretion either:
i. refund the Token Amount to the Buyer(s);
ii. forfeit the Token Amount as cancellation fee; or
iii. transfer the Token Amount to the Seller(s).
You agree and acknowledge that our decision in this regard shall be final and binding. If you do not agree to the above, you may choose not to transact on the Platform. If you transact on the Platform, it shall be deemed that you have agreed and accepted the above terms.
(e) Buyer(s) hereby acknowledges that the Buyer(s) is solely responsible for the transactions / payments made to the Seller for the Products purchased by the Buyer(s). Buyer(s) hereby acknowledges that we do not have any obligation, responsibility or liability to verify any transactions authenticated and/or authorised by the Buyer(s) or its payment instructions.
(f) We do not make any representations pertaining to the information, content, Products included on or delivery of the Products or otherwise made available to Buyer(s) and Buyer(s) acknowledges that we are only acting as an intermediary between the Buyer(s) and the Seller. Buyer(s) hereby further agrees, acknowledges and confirms that we are not responsible in any way for the Products purchased by the Buyer(s) from the Seller and it is explicitly agreed by Buyer(s) that we will not in any way, under any circumstances whatsoever, be responsible or held liable for Products purchased by Buyer(s) from the Seller and/or in relation to any issue and/or dispute thereof. Buyer(s) hereby further agrees, acknowledges and confirms that under the aforesaid circumstances Buyer’s only recourse will be against the Seller and we will not be made a party to any such issue and/or dispute between the Buyer(s) and the Seller.
(g) We shall have the right to block your access to the Payment Services, if we in our sole discretion determine that the transaction being undertaken by you is not genuine or suspicious or fraudulent.
(h) Buyer(s) hereby consents and agrees to comply with guidelines, instructions, requests, etc., as maybe made by us or third party banks or financial institutions, as the case may be or a payment system provider or Payment Instrument from time to time, in relation to these Payment Services.
(i) Buyer(s) hereby acknowledges and agrees that we shall not be liable for failure of any transaction undertaken on Platform for any reason whatsoever including but not limited to non-performance or omission or commission on the part of the Seller, deficiency of service and/or Products delivered, technical errors on the Platform. Buyer(s) further acknowledges that we shall not be responsible, in any manner whatsoever, for any loss incurred by the Buyer(s) for a failed / incomplete transaction undertaken by the Buyer(s) using these Payment Services.
2. Submission of Personal Information:
(a) You agree that the personal information including without limitation name, address, contact number, credit card details (" Personal Information") that you provide on the Platform upon registration shall be made available to us by Platform operator at the time of your availing the Payment Services. You represent and warrant that, at all times, this Personal Information will be true, accurate, current and complete.
(b) You agree to maintain and update the Personal Information in case of any change and shall ensure that the Personal Information provided by you is true, accurate and complete.
(c) It is hereby clarified that we shall not be liable in any manner whatsoever for any loss or damage incurred by you or any dispute initiated by or against you, due any untrue, inaccurate, not current or incomplete Personal Information provided to us.
3. Cancellation and Refunds:
We hereby undertake and agree, that in the event of a cancellation (if applicable) or refund request being made by the Buyer(s) or the Seller in accordance with the returns section of these Terms. All refunds shall be processed in the same manner as they are received. Refund amount will reflect in the Buyer’s or Seller’s account, as the case maybe based on respective banks policies.
4. Limitation of Liability:
(a) You acknowledge that our liability with respect to the Payment Services shall be limited and shall be as per these terms and conditions.
(b) You acknowledge that the Payment Services are being provided on a ‘as is’ and ‘as available’ basis and may be interrupted while browsing, transacting, using or uploading information on the Platform. You further agree that we reserve the right to suspend the Payment Services, forthwith without assigning any reason whatsoever, at our sole discretion.
(c) You agree and confirm that the Payment Services are being provided to you on a best efforts basis with all efforts to keep these valid and subsisting. We shall not in any manner be liable to you for failure or delay in providing the Payment Services.
(d) You assume the entire risk of using the Payment Services, to the maximum extent permitted by applicable law, in no event shall we be liable to you for any special, incidental, indirect, punitive or consequential damages whatsoever (including, without limitation, damages of loss of goods or services, loss of business profits, business interruption, loss of information, or any other pecuniary loss) arising out of the use of, or inability to use or access of the Payment Services or for any security breach or any virus, bug, unauthorised intervention, defect, or technical malfunctioning of the website, whether or not foreseeable and whether or not we have been advised of the possibility of such damages, or based on any theory of liability, including breach of contract or warranty, negligence or other tortious action, or any other claim arising out, of or in connection with, your use of, or access to, the Payment Services. Further, we shall not be liable to you for any temporary disablement, permanent discontinuance of the Payment Services by us or for any consequences resulting from such actions.
(e) Our aggregate liability (inclusive of interest and legal and other costs) arising under or in connection with Payment Services (whether by reason of any negligence or any non-fraudulent misrepresentation, any breach of contract or any express or implied warranty, condition or term of these Terms or any duty at common law) will not in any way exceed an amount of INR 1000/-.
(a) We will transmit the payments for the Orders received from the Buyers (at the time of delivering the Order(s), i.e., COD Payments) to the Seller to the Seller’s designated bank account within the following timelines:
(i) 20 (twenty) bank working days from the date of delivery of the Order to the Buyer, for non-food product(s), where the settlement shall be made on the working day which is a Tuesday or a Friday within the aforementioned timeline; and
(ii) 2 (two) bank working days from the date of delivery of the Order to the Buyer, for products in the category of food, pharmaceuticals, FMCG, fresh and other fulfilment material categories.
Provided that, in case of any returns request raised by the Buyer or any claims or disputes raised by the Buyer, we shall reserve our right to withhold the settlement of payments to the Seller(s) until the resolution of such return requests, claims or disputes, as the case may be.
(b) For Order(s) where the Buyer(s) make online payments at the time of placing the Order or prior to the delivery of the Order(s), such payments shall be transmitted to the Seller’s designated bank account within ‘T+3’ bank working days. For the avoidance of doubt, it is clarified that ‘T+3’ shall be the maximum period within which the settlement for such Order(s) shall be effected. For the purposes of these Terms, herein ‘T’ shall stand for the date of expiry of the refund period applicable in relation to the Order. ‘T’ shall be calculated in the following manner:
Thresholds (in days)
Order date / Payment date
Average period within which a seller can dispatch
Average period of a dispatch to delivery
Period of return request
Return Completion (Return Pickup + Refund)
‘T’ (i.e., the date of expiry of the refund period)
(d) In case as a Seller(s) you require us to require us to undertake any additional services which is not covered under the terms hereof, you and us may enter into a separate agreement in relation to such services.
(e) We shall be entitled to recover from the Seller, from time to time, any amounts due from it or incurred by us on account of the following, unless the same are caused on account of negligence, act or omission of our or its employees, officers etc.:
i. Chargeback of transactions;
ii. Any penalty or charge which may be levied on us by the Payment Instruments or the clearing house i.e. Reserve Bank of India or its local clearing agent (as the case may be) arising, inter alia, for:
iii. excessive Chargeback of transactions or excessive failure of transactions or excessive buyer disputes and/or any other reason;
iv. any amount due to us from the Sellers
(f) If there are reasonable grounds to suspect that a transaction has been conducted in breach of any applicable laws or is a fraudulent transaction, Payment Instruments shall be entitled to suspend or withhold the payments of the Seller that are due to the Seller, pending enquiries by the Payment Instruments and till the resolution of such issues.
(g) If any of the issues stated in this clause are caused by or on behalf of Seller, Seller shall indemnify and hold us harmless against any such claims made by the Payment Instruments, or the Buyer(s), as the case may be.
(h) In case of an occurrence of a Chargeback event, we reserve our right to withhold the settlements to the Sellers, pending enquiries by the Payment Instruments or any regulatory body, as the case may be, till the resolution of such issues.
(i) In case of any returns request or claims or disputes, we reserve the right to withhold the settlement of payments to the Sellers till the resolution of such return requests, claims or disputes, as the case may be.
III. Miscellaneous Clauses:
(a) You acknowledge that the Logistics Services and Payment Services are being provided to you by one or more Third Party Service Providers which are more fully described under the ‘Definitions’ clause above. You further acknowledge and agree that Platform has no role to play in the provision of Logistics Services and Payment Services by such Third Party Service Providers and you shall not hold the Platform liable for any deficiency in provision of services by such Third Party Service Providers.
(b) We shall not be liable for any loss arising due to the causes beyond our control including without limitation, act of god, floods, accidents, fire, theft, war or any other force majeure event.
(c) All matters of business should be settled exclusively within the jurisdiction of the Bangalore, Karnataka and shall be subject to exclusive jurisdiction of courts at Bangalore, Karnataka.
(d) These Terms shall not be assigned by you without our prior written consent. Any purported transfer, assignment, or delegation without such prior written consent shall be null and void. We may assign or transfer these Terms for any reason to any person. Subject to the foregoing, these Terms shall bind and inure to the benefit of each party’s successors and permitted assigns.
(f) We may modify these Terms 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. You agree to be bound to any such changes or modifications and understand and accept the importance of regularly reviewing these Terms as updated on the Platform.
(g) The relationship between you and us is one of independent contractors, and nothing contained in these Terms will be construed to (i) give either party the power to direct and control the day-to-day activities of the other, (ii) constitute the parties as partners, joint ventures, co-owners or otherwise as participants in a joint or common undertaking, or (iii) allow you to create or assume any obligation on our behalf for any purpose whatsoever.