Terms and Conditions

1. Company Information

2. Scope of the Platform

Takora Mart operates a digital commerce platform for customers, merchants, vendors, service providers, logistics personnel, and other users. The Platform may operate as:

• An inventory-led e-commerce service for goods sold directly by Takora Mart or its affiliates.
• A marketplace that enables customers to discover and purchase goods listed by independent third-party sellers.
• A logistics and order orchestration layer for express, same-day, scheduled, and standard deliveries.
• A digital wallet, loyalty, referral, and promotional environment for eligible users.

Unless explicitly stated otherwise for a particular product or service, Takora Mart may act only as a technology and transaction-enablement platform between buyers and independent sellers or service providers.

3. Eligibility and Acceptance

• You must be legally capable of entering into binding contracts under the Indian Contract Act, 1872.
• If you are below 18 years of age, use of the Platform must be supervised by a parent or lawful guardian.
• Registration as a seller, delivery partner, or other commercial user may require additional verification, KYC, business documentation, tax details, bank details, or contractual onboarding.
• We may deny access, refuse registration, pause onboarding, or limit services where legal eligibility, verification, or risk standards are not met.

4. Accounts and Security

You may need to create an account to access certain Platform features. You are responsible for maintaining the confidentiality of your login credentials, devices, one-time passwords, and account activity.

• You must provide accurate, current, and complete information and keep it updated at all times.
• You must not create accounts using false identities, disposable numbers, unauthorized credentials, or impersonated identities.
• You are responsible for all actions taken through your account unless caused solely by our proven technical fault.
• You must promptly notify us if you suspect account compromise, unauthorized access, fraud, or misuse.
• We may suspend, restrict, or terminate accounts involved in suspicious payments, fake reviews, coupon abuse, chargeback abuse, self-referral, resale misuse, or policy violations.

5. Marketplace and Seller Role

Certain products on the Platform may be offered by third-party vendors, kirana stores, brands, merchants, or other sellers. In such cases, the relevant seller remains responsible for product accuracy, statutory declarations, seller licenses, warranties, merchantability, manufacturer information, and category-specific compliance except to the extent the law imposes obligations on Takora Mart directly.

Takora Mart may facilitate catalogue hosting, payment collection, logistics coordination, returns handling, and customer communication, but this does not automatically mean Takora Mart is the seller of every listed product.

6. Product Information and Availability

• Product images are for illustration and may vary in shade, packaging, dimensions, labeling, or presentation.
• Fresh produce, groceries, meat, bakery, flowers, and similar items may vary in size, weight, ripeness, texture, or appearance due to their nature.
• Prices, offers, stock status, pack sizes, applicable taxes, and delivery availability may change without prior notice.
• Certain products may be subject to quantity limits, local regulations, prescription checks, age gates, or location-based restrictions.
• We reserve the right to correct listing errors, typographical errors, incorrect prices, duplicate catalogue issues, or accidental stock visibility even after an order is placed.

7. Restricted Products

Takora Mart does not permit listing, sale, or fulfilment of certain restricted products on the Platform, including alcohol, tobacco products, and blades. We may also prohibit or restrict any additional products that are unsafe, unlawful, regulated, age-gated, or operationally unsuitable for our service model.

• You must not attempt to purchase, list, distribute, or fulfil prohibited items through the Platform.
• We may cancel any order, suspend any listing, or disable any account that attempts to transact in such restricted products.
• If a seller or user disguises or misdeclares a restricted product, Takora Mart may report the matter to relevant authorities and recover related losses, penalties, or enforcement costs where legally permissible.

8. Orders and Contract Formation

Adding a product to cart or submitting checkout details does not by itself create a binding sale contract. Your order is an offer to purchase. An order becomes accepted only when the relevant seller or Takora Mart, as applicable, confirms the order or dispatches the goods, subject to payment authorization, stock validation, fraud screening, serviceability, and legal checks.

Order acknowledgements, cart summaries, payment receipts, or automated status messages only confirm that your request or payment attempt has been received. They do not amount to final order acceptance unless and until the applicable seller or Takora Mart confirms processing or dispatch. We may also divide a single checkout into multiple sub-orders or shipments based on seller, warehouse, availability, category restrictions, or logistics constraints.

In categories where substitutions, pack-size corrections, or weight adjustments are operationally necessary, the order may be revised before fulfilment, subject to applicable checkout disclosures, operational constraints, and consumer law. If a material correction is required and cannot reasonably be fulfilled within the original order parameters, we may cancel the affected item or order and arrange a refund, reversal, or alternate resolution as appropriate.

We may reject, cancel, split, or limit any order for reasons including the following:

• Product unavailability or inventory mismatch
• Pricing or cataloguing error
• Suspected fraud, abuse, or unauthorized payment activity
• Delivery area restrictions or failed serviceability checks
• Bulk ordering or suspected resale behavior contrary to household-use limits
• Failure to complete verification, KYC, OTP, or compliance requirements

Where permitted by law, Takora Mart may also place quantity caps, account-level purchase restrictions, address-level blocks, or category-level ordering controls in order to prevent abuse, hoarding, resale misuse, or operational disruption.

9. Pricing, Fees, and Payments

Product prices may include or exclude taxes, delivery fees, handling charges, platform fees, surge fees, packaging fees, small-cart fees, COD charges, or other charges depending on the item, location, and order type. The final payable amount is shown at checkout before order confirmation.

While we strive to maintain accurate pricing and fee disclosures, the Platform may occasionally display pricing errors, promotional mismatches, or fee calculation anomalies arising from technical issues, catalog updates, or third-party input. In such cases, we reserve the right to correct the affected amount, cancel the affected order or item, or offer you the option to reconfirm the purchase at the corrected price where operationally feasible.

• Payments may be processed through third-party payment gateways, banking networks, UPI systems, or wallet operators.
• We do not guarantee uninterrupted availability of any specific payment mode.
• Failed debit reversals are handled by the relevant bank or payment partner timelines.
• Cash on Delivery may be restricted by pin code, order value, category, user history, fraud risk, or seller preference.
• We may place temporary holds, request alternate payment, or cancel high-risk transactions for safety and compliance reasons.

Certain payment instruments may be subject to issuer-side approval, transaction limits, geo-restrictions, fraud scoring, downtime, or delayed settlement. We are not responsible for failures caused by banks, card networks, UPI systems, or payment service providers, although we may reasonably assist in transaction tracing where appropriate. Where an authorization hold is placed but the order is not completed, reversal timelines will depend on the applicable banking or payment partner process.

10. Communication Consent

By creating an account, placing an order, making a payment, initiating a return, or otherwise using the Platform, you consent to receive communications from Takora Mart and its authorized service providers in connection with your account and transactions.

• These communications may be sent by email, SMS, phone call, push notification, WhatsApp, or other electronic means.
• Service communications may include order confirmations, delivery updates, OTPs, payment alerts, refund updates, support responses, security notifications, compliance notices, and account-related messages.
• Promotional communications are subject to your applicable consent choices and may be opted out of where such opt-out is made available by us.
• You are responsible for maintaining working and accurate contact details. We are not liable for delivery issues or support delays caused by inaccurate phone numbers or email addresses provided by you.

11. Wallets, Credits, and Store Value

Where offered, wallet balances, promotional credits, referral earnings, refunds to wallet, or store credits are subject to separate eligibility rules, expiry rules, fraud screening, and usage restrictions published on the Platform.

• Wallet or store credits may be non-transferable, non-interest bearing, and non-redeemable for cash unless required by law.
• Credits may be reversed if granted due to system error, refunded orders, canceled orders, or policy abuse.
• Withdrawal features, where available, may require identity verification, account review, and payout checks.

12. Chargebacks and Payment Disputes

If a payment is disputed, reversed, charged back, clawed back, or flagged by a bank, card network, UPI participant, wallet provider, or payment gateway, Takora Mart may place the affected transaction, refund, wallet credit, or account under review.

• We may temporarily withhold refunds, promotional credits, settlements, reorders, account benefits, or wallet functionality while the dispute is being investigated.
• If a chargeback or payment dispute is found to be fraudulent, abusive, duplicative, or inconsistent with the actual order record, we may recover the associated amount and take action against the account.
• Chargeback abuse, friendly fraud, repeated false non-delivery claims, or manipulation of payment dispute systems may lead to account suspension, blacklisting of payment modes, recovery proceedings, or legal escalation.

13. Delivery and Fulfilment

Delivery times shown on the Platform, including quick delivery and other express windows, same-day delivery, or scheduled slots, are estimates only. They are not guaranteed delivery commitments unless specifically stated in writing for a particular service.

Delivery may be affected by conditions including:

• Weather, rain, flooding, civil restrictions, strikes, traffic, accidents, or local regulatory controls
• Store preparation delays, stock substitutions, packing issues, or seller-side delays
• Address errors, unreachable contact number, inaccessible premises, security checkpoints, or OTP non-cooperation
• High demand periods, surge conditions, festivals, or force majeure events

We may require OTP verification, signature, contactless confirmation, photo confirmation, or other proof of delivery methods. You are responsible for ensuring that the delivery address, landmark, and contact information are accurate and accessible.

14. Fresh and Perishable Goods Disclaimer

Fresh produce, dairy, meat, seafood, bakery items, flowers, frozen goods, chilled products, and other perishable or temperature-sensitive items are subject to natural variation and time-sensitive handling constraints.

• Variations in weight, ripeness, texture, color, cut, moisture, shelf life, and appearance may occur in the ordinary course.
• Such products should be inspected promptly at delivery and stored or consumed in accordance with their nature.
• Claims regarding freshness, leakage, spoilage, wrong item, or visible damage should be raised as soon as reasonably possible after delivery, along with supporting information where requested.
• Once perishable goods are accepted, stored improperly, consumed, partially used, or materially delayed in reporting, return or refund eligibility may be limited in accordance with our return policy and applicable law.

15. Failed Delivery and Customer Responsibility

• If delivery fails because of incorrect address, unreachable phone, refusal to accept, or repeated non-availability, we may cancel the order.
• Perishable, temperature-sensitive, customized, or instant-fulfilment products may become non-returnable once dispatched.
• Re-delivery may attract additional charges where the first attempt failed for customer-side reasons.
• You must not share OTPs in a negligent or fraudulent manner with unauthorized persons.

16. Cancellations, Returns, Replacements, and Refunds

Cancellation eligibility, return windows, refund timelines, exchange conditions, and category exclusions are governed by our Return and Refund Policy, which forms an integral part of these Terms.

The applicable remedy for any order issue may vary depending on the product category, seller model, delivery stage, payment mode, legal requirements, and the nature of the complaint. Depending on the circumstances, Takora Mart or the applicable seller may offer cancellation, refund, replacement, exchange, partial refund, wallet credit, re-delivery, support resolution, or no remedy where the claim falls outside the governing policy or applicable law.

• Orders may be cancellable only until a defined processing stage.
• Instant delivery or hyperlocal grocery orders may have extremely short cancellation windows.
• Refund mode may depend on the original payment mode, order status, category, and fraud checks.
• Returns or refunds may be refused where products are used, damaged by the customer, missing accessories, missing tags, or outside policy conditions.

Refund processing times displayed on the Platform are indicative and may vary depending on banking systems, gateway settlement, seller reconciliation, reverse logistics verification, and statutory documentation requirements. Refund approval may also be withheld pending misuse review, duplicate claim review, or return quality checks where such review is reasonably required.

17. Promotions, Coupons, Referrals, and Membership Programs

We may offer coupons, discounts, cashback, referral incentives, loyalty benefits, membership perks, or limited-period campaigns. Unless otherwise specified, these offers are discretionary, revocable, non-transferable, and subject to change or withdrawal at any time.

• Only one coupon or offer may be used where the campaign terms do not permit stacking.
• Referral and loyalty benefits may be limited by order status, account validation, and abuse screening.
• Self-referrals, fake accounts, scripted signups, circular transactions, or collusive orders are prohibited.
• We may reverse credits, withhold payouts, or suspend accounts for promotional misuse or attempted manipulation.

18. User Content, Reviews, and Ratings

You may post reviews, ratings, feedback, questions, images, or other content on the Platform. You are solely responsible for your content and must ensure it is lawful, accurate, non-defamatory, and does not infringe third-party rights.

• You grant Takora Mart a non-exclusive, worldwide, royalty-free license to use, host, reproduce, display, and moderate such content.
• We may remove or refuse content that is abusive, misleading, fake, defamatory, infringing, obscene, or policy-violative.
• We may label reviews as verified or unverified based on our internal transaction signals.
• You must not post incentivized or manipulated reviews unless clearly permitted and disclosed by us.

19. Prohibited Conduct

You agree not to:

• Use the Platform for unlawful, fraudulent, abusive, harmful, or deceptive purposes.
• Scrape, crawl, copy, mirror, reverse engineer, or use bots or automation except as expressly permitted by us in writing.
• Interfere with platform security, rate limits, pricing logic, order flow, reviews, or infrastructure.
• Use the Platform to resell goods commercially where the service is intended for end-consumer household use.
• Upload viruses, malware, malicious code, or any data intended to disrupt operations.
• Harass customer support, sellers, riders, delivery partners, or other users.
• Misuse coupons, wallet balances, refunds, chargebacks, or goodwill compensation mechanisms.

20. Seller-Specific Terms

If you register or operate as a seller, vendor, merchant, supplier, store owner, or commercial partner on Takora Mart, you additionally agree that:

• You will maintain all licenses, GST registrations, permits, and category-specific approvals required by law.
• You are responsible for lawful listing content, MRP, tax treatment, packaging declarations, and product authenticity.
• You will maintain accurate inventory and accept operational SLAs, pickup readiness, return handling, and service standards.
• You will not list counterfeit, infringing, expired, unsafe, restricted, or prohibited goods.
• We may suspend listings, hold settlements, recover losses, or terminate seller access for compliance failures, customer harm, or repeated SLA breaches.

Sellers are solely responsible for the legality, quality, condition, labeling, warranty support, and merchantability of goods sold by them unless the law expressly imposes a different responsibility on Takora Mart. Sellers must ensure that all product information, including ingredients, allergens, quantity, size, expiry, safety warnings, country of origin, and manufacturer or importer details, is accurate, complete, and not misleading.

Sellers must cooperate with Takora Mart in connection with complaints, recalls, regulatory requests, return investigations, payment reconciliations, product authenticity reviews, and customer grievance handling. We may require sellers to provide invoices, stock records, batch details, images, licenses, testing records, or other evidence relevant to a transaction or dispute. Failure to do so may result in delisting, settlement holds, penalties under applicable commercial terms, or account termination.

These Terms supplement, and do not replace, any separate seller agreement, vendor SLA, commercial contract, or onboarding document executed with Takora Mart.

21. Delivery Partner and Logistics Terms

If you access the Platform as a delivery partner, rider, logistics associate, fleet operator, or dispatch-linked user, you agree to comply with all assigned SOPs, safety standards, identity requirements, delivery verification rules, and route or conduct requirements that may be prescribed by Takora Mart.

• You must maintain valid licenses, vehicle papers, insurance, and statutory registrations where applicable.
• You must not tamper with parcels, misuse customer data, falsely mark deliveries, or manipulate delivery statuses.
• Takora Mart may deactivate logistics access for fraud, misconduct, safety violations, or customer complaints.

Delivery partners must follow route instructions, pickup protocols, OTP procedures, customer-handling rules, temperature or packaging sensitivity instructions, and any reasonable safety or compliance measures communicated by Takora Mart. Delivery partners must not open parcels, retain customer goods, solicit off-platform payments, share customer contact data, or engage in abusive, discriminatory, unsafe, or unlawful conduct while using the Platform.

Takora Mart may record, review, and rely on delivery telemetry, proof-of-delivery data, chat logs, call records, pickup and drop timestamps, issue reports, and operational notes for service quality, safety, fraud control, dispute resolution, and legal compliance. Repeated missed pickups, false status marking, forged delivery proof, or parcel mishandling may result in immediate suspension or permanent deactivation.

22. Intellectual Property

The Platform, including software, interface design, trademarks, logos, content, graphics, workflows, source material, and compilations, is owned by or licensed to Takora Mart and is protected by intellectual property laws.

• You receive only a limited, revocable, non-exclusive, non-transferable right to use the Platform for its intended purpose.
• You must not reproduce, sell, republish, adapt, or exploit Platform content without prior written consent.
• All rights not expressly granted are reserved.

23. Third-Party Services

The Platform may integrate with third-party payment gateways, maps, OTP providers, SMS tools, analytics tools, banking channels, courier partners, embedded content, or software services. Use of such services may also be governed by third-party terms and privacy practices. Takora Mart is not responsible for independent third-party acts or omissions outside our reasonable control.

24. Taxes, Invoices, and Compliance

• You are responsible for providing accurate billing details and GST information where relevant.
• Invoices may be issued by Takora Mart, the relevant seller, or an authorized service entity depending on the transaction model.
• We may share lawful transaction data with regulators, tax authorities, payment partners, or enforcement agencies when required.

25. Privacy and Data Handling

Our collection, use, processing, storage, sharing, retention, and protection of personal data are governed by our Privacy Policy. By using the Platform, you acknowledge that relevant personal data may be processed to enable account management, order fulfilment, fraud prevention, customer service, logistics coordination, and legal compliance.

26. Suspension, Restriction, and Termination

We may suspend, restrict, delist, or terminate your account, listings, credits, wallet features, or access to all or part of the Platform with or without prior notice where reasonably necessary for security, legal compliance, fraud control, abuse prevention, or operational integrity.

Termination does not affect rights and obligations that accrued before the termination date, including payment obligations, indemnity obligations, refund reviews, or investigation rights.

27. Disclaimer of Warranties

To the extent permitted by applicable law, the Platform and services are provided on an "as is" and "as available" basis. We do not warrant that the Platform will be uninterrupted, error-free, fully secure, always accurate, or always available in every location or on every device.

Nothing in these Terms is intended to limit, waive, or override any consumer rights, remedies, guarantees, or statutory protections that cannot lawfully be excluded under applicable law.

Nothing in these Terms excludes non-waivable statutory rights available to consumers under applicable Indian law.

28. Limitation of Liability

To the maximum extent permitted by law, Takora Mart, its affiliates, directors, employees, agents, and service providers shall not be liable for indirect, incidental, special, consequential, punitive, or exemplary damages, or for loss of profits, data, goodwill, reputation, opportunity, or business interruption arising out of or related to use of the Platform.

Subject to applicable law, our aggregate liability for claims arising from a specific transaction shall not exceed the amount actually paid by you for that transaction or INR 10,000, whichever is lower.

Without limiting the foregoing, Takora Mart shall not be liable for losses arising from seller defaults, product misuse, manufacturer defects, customer unavailability, payment network failure, internet or device issues, inaccurate customer inputs, third-party service downtime, unauthorized account access caused by your negligence, or delays resulting from events beyond our reasonable control. Any relief that may be available to you will be subject to proof of claim, mitigation principles, and the mandatory provisions of applicable law.

29. Indemnity

You agree to indemnify and hold harmless Takora Mart, its affiliates, and their respective officers, employees, and agents from and against claims, actions, liabilities, losses, penalties, damages, costs, and expenses arising from:

• Your breach of these Terms or any policy incorporated into them
• Your unlawful conduct, negligence, fraud, misrepresentation, or misuse of the Platform
• Your infringement of any intellectual property, privacy, consumer, or other third-party right
• Your seller-side, logistics-side, or commercial compliance failures, where applicable

This indemnity includes reasonable legal fees, investigation costs, enforcement expenses, settlement amounts, and third-party claims arising from your acts or omissions. Takora Mart reserves the right to assume the exclusive defense and control of any matter subject to indemnification, in which case you agree to cooperate fully with our defense and resolution efforts.

30. Force Majeure

We shall not be liable for delay, non-performance, or service disruption caused by events beyond our reasonable control, including natural disasters, epidemics, war, riots, transport failures, strikes, internet outages, cyber incidents, governmental actions, supply chain disruption, or utility failures.

31. Governing Law and Jurisdiction

These Terms shall be governed by and construed in accordance with the laws of India. Subject to applicable consumer law and any mandatory statutory forum available to you, courts having jurisdiction over Palakkad, Kerala shall have exclusive jurisdiction over disputes arising out of or in connection with these Terms and the Platform.

32. Grievance Redressal and Legal Contact

If you have a complaint, concern, abuse report, legal notice, or grievance regarding the Platform, orders, sellers, refunds, or these Terms, you may contact us using the channels below. We may route specific complaints to the relevant seller, internal team, delivery operations, or compliance personnel as appropriate.

We aim to acknowledge consumer grievances within a reasonable time and to resolve them as promptly as practicable, subject to the complexity of the issue, availability of supporting information, seller participation, banking timelines, and any investigation required for fraud prevention or legal compliance. You may be asked to provide order details, screenshots, invoices, photographs, delivery proof, communication records, or any other information reasonably required to investigate the matter.

Where a complaint concerns a marketplace seller, logistics failure, payment reversal, or regulated category issue, Takora Mart may coordinate with the relevant counterparty or authority while remaining your first point of escalation through the contact channels below.

33. Changes to These Terms

We may update these Terms from time to time to reflect business changes, feature releases, legal requirements, operational practices, or compliance obligations. Revised Terms become effective when published on the Platform unless a different effective date is stated.

Your continued use of the Platform after the updated Terms are posted constitutes acceptance of the revised Terms.

34. Related Policies

These Terms should be read together with the following documents:

• Privacy Policy
• Shipping and Delivery Policy
• Return and Refund Policy