Khana Bazaar — Terms & Conditions

Effective date: 27 June 2026

This document is a starter/template provided for our initial launch. It is not legal advice. Please have it reviewed and adapted by a qualified lawyer before you rely on it.

These Terms & Conditions ("Terms") govern your access to and use of the Khana Bazaar website, progressive web app, and related services (collectively, the "Platform"), operated by [Company legal name] ("Khana Bazaar", "we", "us", or "our"). Khana Bazaar is a multi-vendor, hyperlocal e-commerce marketplace that connects customers with independent local sellers in India.

1. Acceptance of These Terms

By accessing or using the Platform, creating an account, browsing stores, placing an order, or listing products as a seller, you agree to be bound by these Terms and by our Privacy Policy. Placing an order or continuing to use the Platform constitutes your acceptance of these Terms. If you do not agree, please do not use the Platform.

2. Eligibility

To use the Platform you must:

• Be at least 18 years of age;
• Have the legal capacity to enter into a binding contract under applicable Indian law;
• Use the Platform from within India, where our services are offered; and
• Provide accurate, current, and complete information when requested.

If you are using the Platform on behalf of a business (for example, as a seller), you represent that you are authorised to bind that business to these Terms.

3. Your Account and OTP-Based Login

The Platform uses passwordless authentication. You sign in using a one-time passcode (OTP) sent to your registered email address; sellers additionally verify a phone number via OTP. By using this method you agree that:

• You will provide a valid email address (and, for sellers, a valid phone number) that you control;
• You are responsible for keeping your email account, phone, and devices secure;
• You are responsible for all activity that occurs under your account, including any orders placed; and
• You will notify us promptly at the contact below if you suspect any unauthorised access to your account.

We may suspend or refuse access if we reasonably believe an account is being misused or accessed without authorisation.

4. What Khana Bazaar Is

Khana Bazaar operates an online marketplace and acts as an intermediary that connects customers with independent, third-party sellers who run local stores offering services such as Grocery, Food, Pharmacy, and more. Each seller manages their own store, product listings, inventory, and pricing.

Accordingly:

• We do not own, manufacture, sell, store, or supply the products listed by sellers;
• The contract for the sale of goods is directly between the customer and the seller;
• We do not warrant or guarantee the quality, safety, legality, or availability of any seller's products; and
• We function as an "intermediary" within the meaning of the Information Technology Act, 2000, and operate consistently with the Consumer Protection (E-Commerce) Rules, 2020.

5. Orders, Pricing, and Availability

• Prices, product descriptions, images, and availability are set and maintained by sellers and may change without notice. While we strive for accuracy, we do not guarantee that listings are error-free.
• When you place an order it is an offer to purchase, which is subject to acceptance and confirmation by the relevant seller and to the product being available.
• Orders are placed per store (and per service within that store). A separate order is created for each store/service.
• A delivery fee may apply per store/service. Sellers may set a threshold above which delivery is free; below the threshold a flat delivery fee may apply. Any applicable fee is shown before you confirm your order.
• Applicable taxes are handled as displayed at checkout and may be nominal at this stage; tax treatment may change as the Platform evolves.

If a pricing or availability error is identified after an order is placed, the seller or Khana Bazaar may cancel the affected order, and any amount paid will be refunded as described below.

6. Payments

• Customer payments are made via UPI (Unified Payments Interface) through the supported payment flow on the Platform.
• You agree to pay the total amount shown at checkout, including any delivery fee and applicable taxes.
• Payments are processed through third-party payment systems. We are not responsible for failures, delays, or errors caused by those third-party systems, your bank, or your UPI application.
• Settlement of amounts collected on behalf of sellers is handled in accordance with our seller arrangements.

7. Delivery

Orders progress through the following statuses, which are updated by the seller (or, where applicable, a platform administrator):

pending → packed → dispatched → delivered

An order may also be marked cancelled. Delivery is fulfilled by or on behalf of the relevant seller within their serviceable area. Estimated timeframes are indicative only and are not guaranteed. You agree to provide an accurate delivery address and to be reasonably available to receive your order.

8. Cancellations, Returns, and Refunds

• Cancellations, returns, replacements, and refunds depend on the nature of the products (for example, perishable groceries and food may not be returnable) and on the relevant seller's policies and involvement.
• Where an order is cancelled before fulfilment, or where a seller accepts a return or cannot fulfil an order, any eligible refund will be initiated to the original UPI payment method.
• Refund timelines depend on your bank and payment provider.
• For issues with a specific order, please contact us using the grievance details below so we can help coordinate with the seller.

9. Seller Terms

If you register as a seller, the following additional terms apply:

• Your store and listings are subject to review and approval by a Khana Bazaar administrator before you can sell, and we may decline, suspend, or remove a store or listing at our discretion.
• You must provide accurate and complete listings, including correct prices, descriptions, images, and inventory.
• You must only list and sell lawful products that you are entitled to sell, and must not list prohibited, counterfeit, recalled, or restricted items.
• You are responsible for legal and regulatory compliance applicable to your business, including (where applicable) GST registration and invoicing, FSSAI registration/licensing for food businesses, and any licences required for regulated categories such as pharmacy.
• You are responsible for order fulfilment, product quality and safety, packaging, and delivery within your serviceable area, and for honouring your stated delivery, cancellation, and return policies.
• You authorise Khana Bazaar to facilitate collection of payments from customers and to settle amounts due to you in accordance with our agreed arrangements, net of any applicable fees.
• You agree to indemnify Khana Bazaar against claims arising from your products, listings, conduct, or non-compliance.

10. Prohibited Conduct and Acceptable Use

You agree not to:

• Use the Platform for any unlawful, fraudulent, or harmful purpose;
• Provide false information or impersonate any person or business;
• List, sell, or attempt to purchase prohibited, illegal, or restricted goods;
• Interfere with, disrupt, probe, or attempt to gain unauthorised access to the Platform or its systems;
• Use bots, scrapers, or automated means to access the Platform except as expressly permitted;
• Infringe the intellectual property or other rights of any person; or
• Post or transmit content that is defamatory, obscene, abusive, or otherwise objectionable.

We may remove content, restrict features, or suspend accounts that violate these rules.

11. Intellectual Property

The Platform, including its software, design, text, graphics, logos, and the "Khana Bazaar" name and marks, is owned by Khana Bazaar or its licensors and is protected by applicable laws. You may not copy, modify, distribute, or create derivative works without our prior written consent. Seller- and user-submitted content remains owned by the respective contributor, who grants Khana Bazaar a non-exclusive licence to host, display, and use that content for the purpose of operating and promoting the Platform.

12. Third-Party Services and Links

The Platform relies on and may link to third-party services (for example, payment, mapping/location, search, messaging, and email/SMS providers) and to third-party websites. We do not control and are not responsible for the content, policies, or practices of any third party. Your use of third-party services is governed by their own terms.

13. Disclaimers ("As Is")

The Platform is provided on an "as is" and "as available" basis, without warranties of any kind, whether express or implied, to the maximum extent permitted by law. We do not warrant that the Platform will be uninterrupted, error-free, or secure, or that products listed by sellers will meet your expectations. Nothing in these Terms limits any rights you may have under applicable consumer protection law that cannot be excluded.

14. Limitation of Liability

To the maximum extent permitted by applicable law:

• As an intermediary, Khana Bazaar is not liable for the acts, omissions, products, listings, or conduct of sellers, including product quality, safety, legality, or delivery;
• We are not liable for any indirect, incidental, special, consequential, or punitive damages, or for loss of profits, data, or goodwill, arising from your use of the Platform; and
• Our total aggregate liability for any claim relating to a particular order will not exceed the amount you paid to us for that order.

These limitations do not exclude liability that cannot lawfully be excluded.

15. Indemnification

You agree to indemnify, defend, and hold harmless Khana Bazaar, its affiliates, and their respective officers, employees, and agents from and against any claims, damages, losses, liabilities, and expenses (including reasonable legal fees) arising out of or related to your use of the Platform, your content or listings, your products (if you are a seller), or your breach of these Terms or of applicable law.

16. Suspension and Termination

We may suspend or terminate your access to the Platform, with or without notice, if you breach these Terms, if required by law, or to protect the Platform, customers, sellers, or other users. You may stop using the Platform at any time. Provisions that by their nature should survive termination (including intellectual property, disclaimers, limitation of liability, indemnification, and governing law) will survive.

17. Changes to These Terms

We may update these Terms from time to time. We will post the updated version with a revised effective date. For material changes, we may require you to re-accept the updated Terms before continuing to use the Platform. Your continued use after an update takes effect constitutes acceptance of the revised Terms.

18. Governing Law and Dispute Resolution

These Terms are governed by and construed in accordance with the laws of India. Subject to any non-waivable consumer protection rights, the courts at [Company jurisdiction / city], India will have exclusive jurisdiction over any dispute arising out of or relating to these Terms or the Platform. We encourage you to first contact our grievance channel below so we can try to resolve any concern informally.

19. Grievance Redressal and Contact

In accordance with applicable Indian e-commerce and intermediary norms, you may contact us with questions, complaints, or grievances:

• General support: support@khanabazaar.example
• Grievance Officer: [Grievance Officer name]
• Grievance Officer email: support@khanabazaar.example
• Registered entity: [Company legal name]
• Registered address: [Company registered address]

We aim to acknowledge grievances promptly and to resolve them within the timelines required by applicable law.