1. Introduction

Welcome to Callsouq! By accessing or using our website, mobile application, or services, you agree to be bound by these Terms and Conditions ("Terms"). Please read them carefully. If you do not agree to these Terms, do not use our platform.

If these Terms are provided in multiple languages, the English version will prevail in case of any inconsistency.

2. Account Registration

• Consumers must register using a valid mobile number / Email and accurate PIN code.
• Guest checkout is not permitted. All users must register with a verified mobile number or email to access the Callsouq platform and place orders.
• Location tracking is automatically enabled to determine local branch availability.
• Minimum age to register and shop on Callsouq is 18 years.
• Callsouq reserves the right to verify customer identity, contact number, or delivery address at any time for security and fraud-prevention purposes.
• Providing false, incomplete, or misleading information may result in order cancellation, account suspension, or permanent deactivation without prior notice.

3. Branch-Based Service

• Callsouq operates through a branch-based service model. Consumers can only view and purchase products available in their local branch area.
• Product visibility and delivery options depend on the consumer's verified location.

4. Product Listings, Pricing & Offers

• Products are listed and offered by Callsouq and its associated partners.
• Product information, pricing, availability, and offers are subject to change at any time without notice.
• Offers, discounts, and rewards apply per item where shown.
• Prices displayed include applicable taxes unless stated otherwise.

5. Order Placement & Processing

• Orders may be placed through the Callsouq mobile app or website after login.
• All orders are subject to availability, system verification, and acceptance by Callsouq.
• Callsouq reserves the right to cancel or modify any order before dispatch in case of:
  • Inventory or stock errors
  • Pricing or tax errors
  • Fraudulent activity or verification failure
  • Delivery or location restrictions

6. Delivery Feasibility, Cancellation & Refund Policy

1. Delivery Feasibility & Accessibility

• Deliveries are managed through Callsouq's own fleet or authorized logistics partners.
• Delivery may be cancelled or delayed if the location is inaccessible, unsafe, lacks proper road access, or is otherwise not feasible for operational or safety reasons.
• In such cases, Callsouq reserves the right to cancel the order and issue a full refund.

2. Customer Availability

• Delivery teams will attempt to contact the customer at the registered phone number.
• If the customer is unreachable or unavailable, Callsouq may reschedule once at its discretion.
• If the customer remains unavailable or refuses delivery without valid reason, Callsouq may cancel the order and process a refund (excluding applicable delivery or handling charges).

3. Operational or Safety-Based Cancellations

• Orders may be cancelled due to unforeseen logistics, traffic, or weather conditions, or government or safety restrictions.
• Customers will be notified of the cancellation, and a refund will be processed.

4. Refund Process

• Refund Initiation: Refunds are initiated within 48 business hours after cancellation or return confirmation by Callsouq.
• Refund Method – Registered Users: For registered customers, all refunds are first credited to the Callsouq Wallet linked to their verified account.
• The wallet balance can be used for future purchases on Callsouq or withdrawn to the original payment method or registered bank account at any time.
• Refund amount appears in the wallet immediately after processing, but the bank or card credit may take additional time depending on external settlement cycles.
• Refund timelines for direct transfers vary depending on the customer's bank or payment provider (generally 3–5 business days).
• COD refunds: First added to the Callsouq Wallet, then withdrawable to bank account.

5. Partial Deliveries & Multiple Shipments

• In case of multi-item orders, Callsouq may deliver products in separate shipments based on availability or location logistics.
• Each shipment constitutes a separate contract limited to that product. Delays or cancellations in one item shall not affect the remaining items.

6. Non-Liability

• Callsouq is not liable for any loss, inconvenience, or consequential damage resulting from delivery infeasibility, cancellation, or delay.
• The customer's sole remedy is refund of the paid amount for the cancelled items.

7. Payment Methods

• Accepted payment modes: Wallet, UPI, Credit/Debit Card, Net Banking, and Cash on Delivery (COD).
• EMI options are not currently available.
• COD orders may require verification before dispatch.

Cash on Delivery (COD) Policy

• COD availability is limited to specific products and order values as determined by Callsouq from time to time.
• COD may not be available for certain categories, high-value items, or bulk orders.
• Orders exceeding the COD limit amount of 5000₹ will require prepayment through online modes.
• Callsouq reserves the right to disable COD for any user or product based on order history, delivery location, or risk assessment.
• COD orders may require phone verification or advance confirmation before dispatch.

8. Return, Exchange & Refund Policy

1. Eligibility & Return Window

• Return eligibility and time window are clearly mentioned per product on the product page.
• Unless otherwise specified, the standard return window is 5 days from the date of delivery.
• After the return window closes, no return or exchange requests will be accepted.
• For defective or damaged products, customers must report the issue within 24 hours of delivery along with required video proof.
• Certain items (such as FMCG, perishable goods, frozen food, hygiene or wellness items, skin care products, cosmetics, shaving aids, detergents, perfumes, undergarments, personal care items, jewelry, hair accessories, and any food or drink products) are non-returnable and non-exchangeable, except in cases of damage, wrong item, or manufacturing defect.

2. Proof Requirement – Unboxing Video

• Customers are required to record a clear video of the unboxing/unpacking of the parcel without any cuts or pauses, showing the package condition, product label, barcode, and item inside.
• This video acts as the primary proof in case of any damage, missing item, or wrong product claim.
• Return requests without proper unboxing video evidence may be rejected.

3. Condition of Returned Products

• Returned items must be unused, unwashed, and unaltered, with all original packaging, labels, manuals, accessories, and warranty cards intact.
• Any used, damaged, scratched, broken, or incomplete product will not be eligible for return or exchange.
• If the returned item is found tampered, partially used, or not in resalable condition, Callsouq reserves the right to deny refund or exchange.

4. Return/Exchange Process

• Eligible products can be returned or exchanged through the Callsouq app or Help Center within the return window.
• Return pickup will be scheduled only from serviceable pin codes.
• The pickup agent may inspect the item before accepting the return.

5. Delivery Charges

• Delivery charges are non-refundable under all circumstances.
• Refunds are limited to the product value only, excluding shipping, handling, or service fees.

6. Customer Responsibility for Return Shipment

• In areas where Callsouq's return pickup service is unavailable, customers must self-ship the product to the designated Callsouq return address using a trackable courier service.
• The return shipping cost incurred by the customer is non-refundable, except in cases of damage, wrong item delivered, or product defect verified by Callsouq.

7. Refund Method & Timelines

• Refund Initiation: Refunds are initiated within 48 business hours after return confirmation by Callsouq.
• Refund Method – Registered Users: For registered customers, all refunds are first credited to the Callsouq Wallet linked to their verified account.
• The wallet balance can be used for future purchases on Callsouq or withdrawn to the original payment method or registered bank account at any time.
• Refund amount appears in the wallet immediately after processing, but the bank or card credit may take additional time depending on external settlement cycles.
• Refund timelines for direct transfers vary depending on the customer's bank or payment provider (generally 3–5 business days).
• In case of incorrect pricing due to typographical or technical errors, Callsouq reserves the right to cancel such orders and issue a full refund without any additional liability.
• COD refunds: First added to the Callsouq Wallet, then withdrawable to bank account.

8. Exchange Policy

• Exchange is permitted only for valid reasons, such as wrong size or variant, and only for products marked as exchangeable.
• Exchange may be declined if stock is unavailable; in such cases, a refund will be processed instead.

9. Defective / Damaged / Wrong Product

• If the received product is defective, damaged, or incorrect, you must report it within 24 hours of delivery, along with unboxing video proof.
• Callsouq may request images or video evidence for internal verification before approving the return.
• This evidence requirement is intended to enable speedy resolution and does not limit any non-waivable statutory consumer rights.

10. Fraudulent or Misuse Behavior

• Callsouq reserves the right to reject returns, refuse service, or suspend accounts if it detects misuse of the return policy, fake claims, or repeated false complaints.

11. Final Decision & Non-Liability

• Callsouq's decision regarding product condition, eligibility, and refund approval shall be final and binding.
• Callsouq shall not be responsible for loss of data, accessories, or damages caused by improper handling of the product by the customer.

9. Order Cancellation by Consumer

• Orders may be cancelled before dispatch via the app or website.
• Prepaid order cancellations will be refunded to the Callsouq Wallet.
• If delivery fails due to customer unavailability or refusal, refund will be processed excluding delivery charges.

10. Product Information, Availability, and Catalog Integrity

1. Illustrative Images

• Product images and labels are illustrative only. Minor variations in packaging or color are normal and not considered defects.

2. Right to Update & Correct

• Callsouq may update, correct, or replace product information at any time, including name, specifications, images, price, quantity, and tax details.

3. Errors & Availability

• Orders may be cancelled if incorrect price, stock, or tax data is found. A full refund will be provided for cancelled items.

4. Post-Order Changes

• For significant post-order changes (e.g., product name, size, ingredient), Callsouq may reconfirm, substitute, or refund the order.

5. Liability Limit

• Callsouq's total liability for catalog or pricing errors is limited to the amount paid by the customer. No compensation or consequential damages apply.

11. Warranty & Product Issues

• Manufacturer or Supplier Warranty: Certain products sold on Callsouq may include a manufacturer's or supplier's warranty, the terms of which are determined solely by the respective brand, manufacturer, or authorized distributor. Callsouq does not provide or extend any warranty or guarantee on behalf of the manufacturer or supplier.
• Direct Contact for Warranty Claims: For electronic and other warranty-backed products, customers must contact the manufacturer's or supplier's customer care center directly for repairs, replacements, or technical support, as per the warranty terms mentioned on the product packaging or official website.
• Callsouq's Role: Callsouq acts only as an online marketplace and facilitator between customers and authorized suppliers/manufacturers.
• Callsouq may assist in connecting the customer with the relevant supplier or service center, but has no responsibility or obligation for the quality of service, repair timelines, or warranty fulfillment provided by the manufacturer or supplier.
• Warranty Proof: Customers must retain the original invoice, product serial number, and packaging as proof of purchase, which may be required by the service center for warranty validation.
• Exclusions: Warranty does not cover damages arising from improper handling, misuse, voltage fluctuation, liquid damage, physical breakage, or unauthorized repairs. Any such issues will be treated as non-warranty claims.
• Disclaimer: Callsouq makes no representations or warranties, express or implied, regarding the merchantability, fitness for a particular purpose, or performance of any product. The manufacturer or supplier remains solely responsible for honoring any applicable warranty.

Third-Party Products (Brands/Manufacturers) — Product Liability & Remedies:

• Marketplace Role. Callsouq operates as an online marketplace and facilitator for independent brands, manufacturers, and suppliers.
• Responsibility of Brand/Manufacturer. All third-party products remain the sole responsibility of their respective brand/manufacturer for quality, safety, conformity, specifications, and compliance with law.
• No Additional Warranties. Product details (specs, dimensions, ingredients, labeling, packaging, images) are provided by the brand/seller. Callsouq does not manufacture or test such products and does not provide any warranty beyond what is stated by the brand/manufacturer.
• Claims & Complaints. Any product-related complaints, defects, health reactions, or specification mismatches (e.g., size/variant differences) for third-party products must be addressed to the concerned brand/manufacturer under their warranty or consumer process.
• Callsouq's Limited Role. Callsouq may facilitate a return, replacement, or refund under Section 8 (Return, Exchange & Refund Policy) and assist with contact details of the brand/manufacturer, but such assistance does not create any liability on Callsouq.
• Liability Cap. To the maximum extent permitted by law, Callsouq's liability for third-party products is limited to the product amount actually paid and is restricted to the remedies under Section 8 (return/refund/replacement). Callsouq is not liable for any indirect, incidental, special, punitive, or consequential losses (including medical costs, personal injury claims, loss of use, or lost profits).

Callsouq-Owned or Promoted Brands — Limited Liability & Remedies:

• Scope. This clause applies to products that are marketed, promoted, distributed, or sold under brands owned, controlled, licensed, or exclusively represented by Callsouq.
• Quality & Warranty. These products are provided in good faith and as supplied by the authorized or contracted manufacturer. Unless expressly mentioned on the product page, no additional warranty is offered by Callsouq beyond the Return, Exchange & Refund Policy outlined in Section 8.
• Return & Refund Policy. In the event of any complaint, defect, dissatisfaction, quality concern, or specification difference, the customer's sole and exclusive remedies shall be limited to:
  • a) Return and refund of the amount actually paid; or
  • b) Replacement with the same or an equivalent product (subject to stock availability), at Callsouq's sole discretion.
• Liability Cap. To the maximum extent permitted by law, Callsouq's total liability in any matter arising from or related to such products shall not exceed the product's invoice value actually paid by the customer.
• Exclusion of Damages. Callsouq shall not be liable for any indirect, consequential, incidental, punitive, exemplary, or special damages, including but not limited to health effects, medical expenses, injury, loss of profits, emotional distress, or reputational loss, arising from or related to the purchase or use of these products.
• No Extended Claims. Customers expressly agree that no additional compensation, penalty, or damages shall be claimed or payable beyond the product price refunded or replaced under the applicable return policy.
• Proof & Time Limits. All product issues must be reported within the defined return window or within 24 hours in case of visible damage, supported by proper proof (e.g., unboxing video). Claims reported after the expiry of this period may be rejected.
• Use & Compliance. Consumers must review and follow manufacturer usage instructions and safety warnings before using the product. Misuse, mishandling, or non-compliance with instructions releases Callsouq from all responsibility.
• Statutory Rights. Nothing in this clause restricts any non-waivable consumer rights under applicable law; all limitations apply to the maximum extent permitted.

12. Ratings, Reviews & Conduct

• Consumers may rate and review products post-delivery.
• Callsouq reserves the right to edit or remove reviews that are abusive, misleading, or fraudulent.
• Misuse of the platform, fraudulent returns, or abuse toward staff may lead to account suspension.

13. Data Use & Privacy

• Callsouq collects customer data to provide personalized services and improve user experience.
• Customer data is not shared or sold to third parties for advertising purposes.
• Customers can request account or data deletion. However, statutory records (e.g., invoices) will be retained for 8 years as required by law.
• For full details, refer to the Callsouq Privacy Policy.

14. Limitation of Liability

• To the maximum extent permitted by law, Callsouq's liability for any claim related to use of the platform or products purchased is limited to the order value.
• In case of incorrect pricing due to typographical or technical errors, Callsouq reserves the right to cancel such orders and issue a full refund without any additional liability.
• Callsouq shall not be responsible for indirect, incidental, or consequential damages, loss of profit, or inconvenience.

15. Additional Legal Clauses

Force Majeure:

• Callsouq shall not be liable for any delay, failure, or disruption of service caused by events beyond its reasonable control, including natural disasters, internet outages, strikes, government restrictions, or other unforeseen circumstances. Callsouq will make reasonable efforts to resume service promptly.

Account Suspension & Termination

• Callsouq may suspend, limit, or terminate customer accounts in cases of fraud, abuse of policies, security risks, or violations of law, with or without prior notice.

Product Availability Disclaimer

• Product availability is subject to stock at the time of order. Display on the platform does not guarantee availability. Callsouq may limit quantities or cancel orders if stock is exhausted.

Communication Consent:

• By using Callsouq, you consent to receive transactional and service-related communications via SMS, email, or WhatsApp. You may opt out of promotional messages at any time.

Compliance with Law

• Callsouq operates in compliance with the Consumer Protection (E-Commerce) Rules, 2020, and other applicable laws of India.

Dispute Resolution (Without Prejudice to Consumer Forum Rights)

• Parties will first attempt to resolve disputes amicably. If unresolved after 30 days, the matter may be referred to arbitration before a sole arbitrator, with proceedings conducted in English, either at a mutually agreed location or through an online arbitration platform.
• This clause does not restrict a consumer's right to file or continue a complaint before the appropriate Consumer Disputes Redressal Commission under applicable consumer protection laws.
• If any provision of these Terms is held invalid or unenforceable, the remaining provisions shall continue in full force and effect.

16. Legal Jurisdiction

• These Terms are governed by Indian law.
• Disputes shall fall under the exclusive jurisdiction of Indian courts.
• Mandatory consumer protections under applicable law shall remain unaffected.

17. Updates & Contact

• Callsouq reserves the right to modify, update, or replace these Terms and Conditions, Privacy Policy, or any related policy at any time, without prior notice, unless otherwise required by applicable law.
• Such modifications shall become effective immediately upon being posted on the Callsouq platform (website or app).
• Users are responsible for reviewing the Terms periodically to stay informed of updates.
• Continued access to or use of the Platform after any modification constitutes acceptance of the revised Terms.
• Callsouq shall not be liable for any loss or inconvenience arising from a user's failure to review the updated Terms.
• For queries or assistance, please contact our Customer Support Center through the Callsouq app or website.

18. Platform Ownership & IP

• All content on the Callsouq Platform—including text, policies, help articles, product categorization, UI/UX elements, layouts, graphics, logos, icons, compilations, software, and databases—is the exclusive intellectual property of Callsouq and is protected by applicable copyright, trademark, design, database, and other IP laws.
• You receive a limited, revocable, non-exclusive, non-transferable license to access and use the Platform for personal/authorized business purposes. No part of the Platform may be copied, reproduced, adapted, translated, scraped, mined, publicly displayed, or used to create derivative works without prior written consent of Callsouq.

No Scraping / No Text & Data Mining (TDM) - Prohibited Automated Use; No Scraping/TDM

• You must not use bots, spiders, crawlers, scrapers, or automated tools to access, copy, index, extract, harvest, or text-and-data-mine any part of the Platform or its content, including catalogs, prices, and policies. You must not bypass or interfere with robots.txt, rate-limits, access controls, or security features. Any automated access requires a separate written API agreement with Callsouq.

No Reverse Engineering

• You must not decompile, disassemble, reverse engineer, or otherwise attempt to derive source code, algorithms, data structures, or architectural decisions of the Platform or its components.

19. Reservation of Rights & Remedies

• Callsouq reserves all legal and equitable rights not expressly granted under these Terms.
• Any unauthorized access, copying, extraction, distribution, or misuse of Callsouq's platform, data, or intellectual property may result in immediate account suspension, removal of content, and initiation of appropriate civil or criminal proceedings under applicable laws.
• Callsouq retains the right to pursue all available remedies to protect its rights, reputation, and property.