Forfeiture, Grievance & Disputes

1. When we may act

We may do one or more of the following if we reasonably believe that you have broken these Terms or any law, or have caused or risk loss to us, a store, a shopper or the public:

• warn you or limit features (for example block withdrawals or new entries);
• put cashback and bonuses on hold while we inquire;
• cancel affected purchases and reverse cashback and bonuses;
• forfeit unpaid Pending, Confirmed and Available amounts that came from the breach, and in serious or repeated cases all unpaid amounts of that account;
• suspend or permanently close the account and, for stores, delist the store;
• recover money already paid, and charge costs of investigation to the extent the law allows;
• report the matter to police, banks, tax or other authorities and give them the data they lawfully require.

2. Grounds for forfeiture

• fraud, forged or fake purchases, self-dealing, bill-splitting or inflated bills;
• multiple or fake accounts; use of someone else’s identity, bank account or Member ID;
• tampering with tracking, bots, VPN abuse or misleading the retailer;
• abusing the referral programme or promoting it with false claims;
• chargebacks, payment disputes or return abuse;
• non-payment of store invoices after notice;
• violation of law, court or regulator order, sanctions or money-laundering concerns;
• abusive or harassing behaviour toward staff, stores or other users.

3. Fair process

3.1Before permanent forfeiture or closure we will normally send a notice by e-mail or SMS giving the reason and at least 7 days to respond with an explanation or proof, except where giving notice could prejudice an investigation, risk loss, or is barred by law or police request.

3.2We will consider your reply and tell you our decision with reasons. You may appeal once to the Grievance Officer (below) within 15 days.

3.3Genuine amounts that are not connected with a breach, are Available and are not subject to a legal hold are not forfeited merely because an account is closed. We pay them to a verified bank account in the account holder’s own name, after set-off.

3.4Forfeiture applies only to rewards, which are not deposits. Nothing here limits any right you have under Indian law, including the Consumer Protection Act, 2019.

4. Grievance redressal

As required by the Information Technology Act, 2000, the IT (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Consumer Protection (E-Commerce) Rules, 2020:

• We acknowledge a complaint within 48 hours and aim to resolve it within one month (or sooner where the law says).
• Tell us your name, registered mobile/e-mail, the date and the facts, with proof.
• Complaints about data protection go to the same officer (see Part 9).

5. Governing law

These Terms and all disputes are governed by the laws of India, without regard to conflict-of-law rules.

6. Dispute resolution — step by step

6.1Step 1 — Talk: write to the Grievance Officer. Both sides will try in good faith to settle within 30 days.

6.2Step 2 — Mediation (optional): either side may propose mediation under the Mediation Act, 2023 before a mediator both accept, in [CITY], Kerala.

6.3Step 3 — Arbitration (businesses): any dispute between the Company and a Partner Store, affiliate or other business user that is not settled shall be finally resolved by arbitration under the Arbitration and Conciliation Act, 1996. There will be one arbitrator appointed by mutual consent (or, if not agreed within 15 days, appointed as the Act provides). The seat and venue is [CITY], Kerala. Proceedings are in English. The award is final and binding.

6.4Step 4 — Courts: subject to the arbitration clause, the courts at [CITY], Kerala have exclusive jurisdiction over any dispute arising from these Terms or the Platform. Interim relief may be sought from those courts or, for recovery of money and injunctions against infringement, any court with jurisdiction.

6.5Consumers: nothing in this Part stops an individual consumer from filing a complaint before the District, State or National Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019 where that Act gives the consumer that right, or using the National Consumer Helpline (1915) or the e-Daakhil portal.

6.6Class actions and group claims are not accepted in arbitration between the Company and business users, unless the law requires otherwise.

6.7Time limit: a claim must be started within 2 years of the cause of action, or within the time allowed by law if that is shorter and cannot be varied.

7. Force majeure

Neither side is liable for failure caused by events beyond reasonable control: natural disaster, epidemic, war, riot, strike, government order, power or telecom or internet failure, cyber-attack, or failure of a bank, payment partner, cloud host or retailer system. Payment duties for amounts already due continue once the event ends.

8. General

• Entire agreement: the Terms and the policies in this pack replace earlier understandings.
• Severability: if a clause is held invalid, the rest stands.
• No waiver: delay in enforcing a right is not a waiver.
• Assignment: we may assign these Terms to a group company or successor of our business; you may not assign without our written consent.
• Language: if translated into Malayalam or another language, the English text prevails.
• Survival: payment, forfeiture, indemnity, liability, confidentiality, governing law and dispute clauses survive termination.
• Relationship: nothing here makes anyone a partner, employee, or agent of the Company, except as the law requires.

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