Terms of Service

• Platform — the Kaarobari website, app, and services at kaarobari.com.
• ONDC — the Open Network for Digital Commerce.
• Seller — an independent third-party merchant listing goods on the Platform.
• Buyer / You — a person who discovers or orders goods, including through an ONDC Buyer App.
• Buyer App / BAP — an ONDC Buyer Network Participant through which buyers reach our sellers.
• Order — a contract of sale formed directly between a Buyer and a Seller.

Kaarobari is a “marketplace e-commerce entity” under the Consumer Protection (E-Commerce) Rules, 2020 and an “intermediary” / “online marketplace” under Section 2(1)(w) of the Information Technology Act, 2000. We provide the technology platform that lists independent sellers’ products over the ONDC network and facilitates orders. We do not own, manufacture, sell, stock, or control the goods. We do not initiate, select the receiver of, or modify a seller’s listing except for formatting, display, and policy-compliance moderation. The contract of sale is directly between the Buyer and the Seller. To the extent permitted by Section 79 of the IT Act, 2000 and subject to our due diligence under the IT (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 (as amended), we are not liable for third-party (seller) content or goods.

We are also a Network Participant on ONDC and follow the ONDC Network Policy.

You must be 18+ and competent to contract under Section 11 of the Indian Contract Act, 1872. By using the Platform you confirm this.

By ticking the “I agree to the Terms of Service and Privacy Policy” box and continuing, you enter a legally binding agreement with us under the Indian Contract Act, 1872 and Section 10A of the IT Act, 2000. This electronic acceptance has the same effect as a signature. We record the date, time, and account identifier of your acceptance.

You agree to give accurate information and keep it updated. Sellers complete KYC (see the Seller Agreement). We may verify, suspend, or refuse accounts to comply with law or our policies.

You must follow our Acceptable Use Policy (Rules & Regulations). You must not upload or share content that is unlawful, infringing, defamatory, obscene, deceptive, impersonating, or that threatens public order or the security of India. We may remove content and suspend access for breach. We will remind users of these rules at least once every three months.

For each seller and listing we make available, as required by the Consumer Protection (E-Commerce) Rules, 2020: the seller’s legal name, principal geographic address, and customer-care contact; seller ratings; the total price with full break-up (item price + Buyer Finder Fee + our Seller Finder Fee + applicable taxes + delivery); country of origin; and information on returns, refunds, exchange, warranty, delivery, payment modes, and grievance redressal. Sellers are responsible for the accuracy of their listings, including all mandatory legal metrology declarations (MRP, net quantity, manufacturer details, unit sale price, etc.).

We disclose the main parameters that determine the ranking of products and sellers, and any differential treatment we give to Buyer Apps, in our Differential Treatment Disclosure at kaarobari.com/disclosures. We do not give paid preferential ranking at this time.

The full price, including all charges, is shown before you confirm payment. Payment is collected through the ordering Buyer App / authorised payment partner. An order becomes a binding contract between you and the seller when the seller accepts it. We do not manipulate prices.

Governed by our Refund & Returns Policy. In short: returns within the seller’s stated window (minimum 7 days), and defective, wrong, or not-as-described goods are returnable regardless of window. Refunds are made to the original payment method within the timelines in that policy and consistent with RBI requirements.

Nothing in these Terms limits or removes any right or remedy you have under the Consumer Protection Act, 2019, the Sale of Goods Act, 1930, or other applicable law. Those rights are not waivable and prevail over any contrary term here.

We operate as an intermediary; the seller is solely responsible for the goods, their quality, description, statutory warranties, and delivery. To the maximum extent permitted by law, we are not liable for the acts or omissions of independent sellers or logistics providers. Subject always to clause 11, our aggregate liability for any direct loss arising from our own platform services is limited to the fees (if any) actually paid by you to us in the three (3) months before the event giving rise to the claim. We are not liable for indirect or consequential loss to the extent the law allows such exclusion. (We do not impose a fixed-rupee cap on consumers.)

If we display ratings or reviews, we align with IS 19000:2022 principles: we do not buy, sell, or fabricate reviews, and we do not suppress genuine negative reviews.

Three tiers, in order:

1. Our Grievance Officer — Harshal Bhapkar, Grievance Officer, Nexsol Infotech, operations@nexsolinfotech.com, +91 9545372020. We acknowledge complaints within 24 hours and resolve within 7 days (and in any case within 30 days per the Consumer Protection (E-Commerce) Rules, 2020), issuing a ticket number to track status. Content depicting nudity/sexual acts/impersonation is acted on within 2 hours; other prohibited content within 36 hours; court/government takedown orders within 3 hours.
2. ONDC Issue & Grievance Management (IGM) — order-related disputes can be escalated through the ONDC network’s IGM system, and onward to an ONDC Online Dispute Resolution provider.
3. Consumer forum — you may approach the National Consumer Helpline (1915) and the appropriate Consumer Disputes Redressal Commission.

If you are not satisfied with our Grievance Officer’s decision on content, you may appeal to the Grievance Appellate Committee under Rule 3A of the IT Rules, 2021 within 30 days (gac.gov.in).

No forced arbitration for consumers. Consumer disputes are non-arbitrable; you keep the full right to approach the Consumer Commission.

You agree to indemnify us against losses arising from your breach of these Terms, your unlawful use of the Platform, or your infringement of third-party rights.

We may suspend or terminate access for breach of these Terms or applicable law, following a fair process. You may stop using the Platform at any time.

We may update these Terms and will give at least 30 days’ notice of material changes by posting the updated version with a new effective date. Continued use after that means acceptance.

These Terms are governed by the laws of India. Nothing here affects a consumer’s statutory right under Section 34 of the Consumer Protection Act, 2019 to file before the Consumer Commission where the consumer resides or works for gain. For all other matters, the courts at Pune, Maharashtra have jurisdiction.

We are not liable for failure or delay (other than payments already due) caused by events beyond our reasonable control, including acts of God, natural disaster, epidemic/pandemic, war, riot, government action, infrastructure/telecom/internet/power failure, cyber-attack, or failure or disruption of the ONDC network, registry, or gateway.

If any clause is held invalid, the rest stays in force. Contact: operations@nexsolinfotech.com · Nexsol Infotech Private Limited, Plot No 34/35, Ashtavinayak Nagar, Deopur, Dhule, Maharashtra 424002.