Terms and Conditions

This document is an electronic record in terms of the Information Technology Act, 2000 and Rules made thereunder as applicable and the amended provisions pertaining to electronic records in various statutes as amended by the Information Technology Act, 2000. This electronic record is generated by a computer system and does not require any physical or digital signatures.

This document is published in accordance with the provisions of Rule 3 (1) of the Information Technology (Intermediaries guidelines) Rules, 2011 that require publishing the rules and regulations, privacy policy, and Terms of Use for access or usage of domain name www.rozana.in including the related mobile site and mobile applications “Rozana Sarthi Peer App” and “Rozana Customer App” (collectively referred to as “Platform”)


Rozana Rural Commerce Private Limited (CIN:U74999DL2021PTC379432), a private limited company incorporated under the Companies Act, 2013 with its corporate office at R-7B, Basement, Green Park Main Mkt., ,Delhi, New Delhi-110049, Delhi, India. (hereinafter referred to as the “Company/Rozana/We/Our/Us”).


The Website/domain name “www.rozana.in” (including mobile site) and the mobile applications “Rozana Sarthi Peer App” and “Rozana Customer App” (collectively referred to as “Platform”) is owned by the Company and is the owner of the brand ‘Rozana’ within the territory of India.


Customer/User (“You” or “Your”) use of the Platform and services are governed by the following terms and conditions ("Terms of Use") as applicable to the Platform including the applicable policies which are incorporated herein by way of reference. If You transact on the Platform, You shall be subject to the policies that are applicable to the Platform for such transaction. By mere use of the Platform, You shall be contracting with Us and these terms and conditions including the policies constitute Your binding obligations, with Us.



1.                Personal Information.         As part of the registration process on the Platform, the company may collect the following personally identifiable information about you: Name including first and last name, email address, contact details, delivery address, postal code, Demographic profile (like your age, gender, address, etc.) and information about the pages on the site you visit/access, the links you click on the site, the number of times you access the page and any such browsing information. For more details about your data please read our Privacy Policy.


2.               Eligibility.


a)               Services on this Platform would be available only to selected geographies in India. Persons who are "incompetent to contract" within the meaning of the Indian Contract Act, 1872 including un-discharged insolvents, etc. are not eligible to use this Platform. If you are a minor i.e. under the age of 18 (eighteen) years you may use the Platform only under the supervision of a parent or legal guardian who agrees to be bound by these Terms of Use. If your age is below 18 years your parents or legal guardians can transact on your behalf if they are registered users. You are prohibited from purchasing any material(s) which is for adult consumption and the sale of which to minors is prohibited. We reserve the right to terminate your membership and/or refuse to provide you with access to the Platform if it is brought to our notice or if it is discovered that You are under the age of 18 years and transacting on this Platform.

b)              The Platform is for end-customers desirous of purchasing a product(s) for domestic self-consumption. If you are a retailer, institution, wholesaler, or any other business user, you are not eligible to use the Platform to purchase products through our platform.

c)               The Company, in its sole discretion and without liability, reserves the right to terminate or refuse your registration, or refuse to permit use/access to the Platform, if:

                                    i.          It is discovered or brought to notice that you do not conform to the eligibility criteria, or

                                  ii.          The Company has reason to believe (including through evaluating usage patterns) that the eligibility criteria are not met/is violated by a user, or you may breach the terms of this User Agreement.



3.         License & Portal access.


a)               The Company grants you a limited sub-license to access and make personal use of the Platform and not to download (other than page caching) or modify it, or any portion of it, except with the express prior written consent of the Company. This licence does not include:

                                              i.          any resale or commercial use of the Platform or its contents;

                                            ii.          any collection and use of any product listings, descriptions, or prices;

                                          iii.          any derivative use of the Platform or its contents;

                                           iv.          any downloading or copying of account information for the benefit of another merchant; or

                                             v.          any use of data mining, robots, or similar data gathering and extraction tools.

The Platform or any portion of the Platform may not be reproduced, duplicated, copied, sold, resold, visited, or otherwise exploited for any commercial purpose without the express written consent of the company.

b)              You may not frame or utilise framing techniques to enclose any trademark, logo, or other proprietary information (including images, text, page layout, or form) of the Site or of the Company and its affiliates without express written consent. You may not use any meta tags or any other "hidden text" utilising the Site’s or the Company’s name trademarks without the express written consent of the Company. Any unauthorised use terminates the permission or licence granted by the Company.

c)               You shall not attempt to gain unauthorised access to any portion or feature of the Platform, or any other systems or networks connected to the Platform or to any server, computer, network, or to any of the services offered on or through the Platform, by hacking, password mining or any other illegitimate means.


4.         Account & Registration Obligations.                     All users have to register and log in to place orders on the Platform. You have to keep your account and registration details current and correct for communications related to your purchases from the Platform. By agreeing to the terms and conditions, the user/shopper agrees to receive offers, promotional communication, and newsletters upon registration. The user can opt out either by unsubscribing to "My Account" or by contacting customer service. The Company shall not be liable for any consequences of any use/misuse of information of your account in case you have failed to update your contact number and email address.


5.              Pricing.           All the products listed on the Platform will be sold at a specified selling price which in no case whatsoever shall be higher than the MRP, in India Rupees. The prices mentioned at the time of ordering will be the prices charged on the date of the delivery including charges such as delivery charges, postage and handling charges, conveyance charges, and the applicable tax, as applicable. Although prices of most of the products do not fluctuate on a daily basis, prices of certain commodities such as staples do change on a daily basis. In case the prices are higher or lower on the date of delivery, no additional charges will be collected or refunded as the case may be at the time of the delivery of the order.


6.               Payments.      You may from time to time choose to provide payment-related financial information (credit card, debit card, bank account details, billing address, etc.) on the Platform. We do not store any details related to credit card/debit card or bank details. A third-party payment gateway provider may require to collect certain financial information from you including, but not restricted to, your credit/debit card number or your bank account details (collectively referred to as “Financial Information”). All Financial Information collected from you by such third-party payment gateway providers will be used only for billing and payment processes.


The Financial Information collected from you is transacted through secure digital platforms of approved payment gateways which are under encryption, thereby complying with reasonably expected technology standards. Therefore, we shall bear no liability in relation to the same. We shall neither be liable nor responsible for any actions or inactions of third-party payment gateway providers or any breach of conditions, representations, and warranties given by them. We shall also not be obligated to mediate or resolve any dispute or disagreement between you and such third-party payment service providers.


The Companyutilises payment gateway services which are sourced through Razorpay, our payment gateway partner. Our continuous endeavour is to provide our customers with a seamless shopping experience and to that end we are constantly striving towards streamlining the payment process for our end user customers. We even provide multiple modes of payment to our users such as Online Payment, Cash on Delivery, Wallet Payment, Online + Wallet and COD + Wallet.However, we would like to notify our customers that while using the payment gateway services (not applicable for COD based orders) on our online platforms, they are subject to the terms of use promulgated by Razorpay which have been elucidated below: -

                 i.                    Razorpay shall access your Credit Information as your authorised representative and Razorpay shall use the Credit Information for limited End Use Purpose consisting of and in relation to the services proposed to be availed by you from Razorpay. We shall not aggregate, retain, store, copy, reproduce, republish, upload, post, transmit, sell or rent the Credit Information to any other person and the same cannot be copied or reproduced other than as agreed herein and in furtherance to CICRA. The Parties agree to protect and keep confidential the Credit Information both online and offline.

               ii.                    The Credit Information shared by you, or received by us on your behalf shall be destroyed, purged, erased promptly within 1 (one) Business Day of upon the completion of the transaction/ End Use Purpose for which the Credit Information report was procured.

             iii.                    Governing Law and Jurisdiction: The relationship between you and Razorpay shall be governed by laws of India and all claims or disputes arising therefrom shall be subject to the exclusive jurisdiction of the courts of Mumbai.

             iv.                    Business Day: means a day (other than a public holiday) on which banks are open for general business in Mumbai.

               v.                    Credit Information Report: means the credit information / scores/ aggregates / variables / inferences or reports which shall be generated by Experian;

             vi.                    Credit Score: means the score which shall be mentioned on the Credit Information Report which shall be computed by Experian.

           vii.                    CICRA: shall mean the Credit Information Companies (Regulation) Act, 2005 read with the Credit Information Companies Rules, 2006 and the Credit Information Companies Regulations, 2006, and shall include any other rules and regulations prescribed thereunder.

Please note that in case of any cancellations and refunds for COD orders, the request by the customer would be expedited at the discretion of the Company. However, in case of online payments through Cards/ UPI/ Netbanking the customer will be bound by the terms of use promulgated by the payment gateway partner, Razorpay. Therefore, customers are also requested to refer to the terms of use of Razorpay for any further queries which may have not been covered above.

7.               Cancellation by Us and the Customer.       You as a customer can cancel your order any time before the order is out for delivery by calling our customer service. In such a case we will refund any payments already made by you for the order. We do not impose any cancellation charges on customers cancelling after confirming their purchase unless similar charges are also borne by us if they cancel the purchase order unilaterally for any reason. If we suspect any fraudulent transaction by any customer or any transaction which defies the terms & conditions of using the website, we at our sole discretion could cancel such orders. We will maintain a negative list of all such fraudulent transactions and customers and would deny access to such customers or cancel any orders placed by them.


8.                     Return & Refunds.          Our return policy entitles all our Users to return the product at the time of delivery or after if due to some reason they are not satisfied with the quality of the product. The return policy will be valid for 48 hrs from the time of delivery. We will take the returned product back with us and issue a credit note for the value of the returned products which will be credited to your account within 7 (seven) working days for all online payments /COD. 


9.               Order and Delivery.That in the event that a non-delivery occurs on account of a mistake by you (i.e., wrong name or address or any other wrong information/premises locked/not reachable due to any hindrance) any extra cost incurred by the Company for re-delivery shall be claimed from you.


10.           As a Customer/User/You agree to the following terms: -


a)               That you will use the services provided by the Platform, its affiliates, consultants and contracted companies, for lawful purposes only and comply with all applicable laws and regulations while using and transacting on the Platform.

b)              You will provide authentic and true information in all instances where such information is requested of you. The Company reserves the right to confirm and validate the information and other details provided by you at any point in time. If upon confirmation your details are found not to be true (wholly or partly), it has the right in its sole discretion to reject the registration and debar you from using the Platform and/or other affiliated websites without prior intimation whatsoever.

c)               You authorise the Company or any of its authorised persons to contact you for any transaction purposes related to your order/account.

d)              You are accessing the services available on the Platform and transacting at your sole risk and are using your best and prudent judgement before entering into any transaction through the Platform.

e)               That the address at which delivery of the product ordered by you is to be made will be correct and proper in all respects and you will update the same in case of any change.

f)                Before placing an order, you will check the product description carefully. By placing an order for a product, you agree to be bound by the conditions of sale included in the item's description.

g)              Transactional SMS are messages used for sending order and booking alerts and informational messages to registered customers. These messages are not for marketing purposes. They're sent to all the recipients regardless of their DND status 24/7 without any time restriction to keep them updated on the status of the Order.


11.           Customer/User/You may not use the Platform for any of the following purposes:


a)               Disseminating any unlawful, harassing, libellous, abusive, threatening, harmful, vulgar, obscene, or otherwise objectionable material.

b)              Transmitting material that encourages conduct that constitutes a criminal offence or results in civil liability or otherwise breaches any relevant laws, regulations, or code of practice.

c)               Gaining unauthorised access to other computer systems.

d)               Interfering with any other person's use or enjoyment of the Platform.

e)               Breaching any applicable laws/rules/orders/guidelines etc.

f)                Interfering or disrupting networks or websites connected to the Platform.

g)              Making, transmitting, or storing electronic copies of material protected by copyright without the permission of the owner/company.


12.           Colours.         Every effort is made to display the colours of our products that appear on the Platform as accurately as possible. However, as the actual colours you see will depend on your monitor, we cannot guarantee that your monitor's display of any colour will be accurate.

All pictures are for illustrative purposes only, actual products may vary from the pictures presented on the Platform.


13.           Modification of Terms of Use.         The Company may at any time modify the Terms of Use of the Platform without any prior notification to you. You can access the latest version of these Terms of Use at any given time on the Platform. You should regularly review the Terms of Use on the Platform. In the event the modified Terms of Use are not acceptable to you, you should discontinue using the Service. However, if you continue to use the Service you shall be deemed to have agreed to accept and abide by the modified Terms of Use of this Platform.


14.           Reviews, Feedback, Submissions.  


a)     All reviews, comments, feedback, postcards, suggestions, ideas, and other submissions disclosed, submitted or offered to the Platform on or by this Platform or otherwise disclosed, submitted or offered in connection with your use of this Platform (collectively, the "Comments") shall be and remain the property of the Company. Such disclosure, submission, or offer of any Comments shall constitute an assignment to the Company of all worldwide rights, titles and interests in all copyrights and other intellectual properties in the Comments. Thus, the Company owns exclusively all such rights, titles and interests and shall not be limited in any way in its use, commercial or otherwise, of any Comments.

b)     The Company is and shall be under no obligation: -

                                     i. To maintain any Comments in confidence;

                                   ii. To pay you any compensation for any Comments, or

                                 iii. To respond to any Comments.

c)     You agree that any Comments submitted by you to the Platform will not violate this policy or any right of any third party, including copyright, trademark, privacy, or other personal or proprietary rights (s), and will not cause injury to any person or entity. You further agree that no Comments submitted by you to the Platform will be or contain libellous or otherwise unlawful, threatening, abusive, or obscene material, or contain software viruses, political campaigning, commercial solicitation, chain letters, mass mailings or any form of "spam".

d)     Please note that all customer comments are subject to checks and moderation by our Content Team. The Company reserves the rights to moderate as well as publish/not publish the comments. The Company reserves the right to solicit or withhold comments and ratings with no liability.

e)     The Company reserves the right to accept, reject, moderate, monitor & edit or remove any comment. You grant the Company the right to use the name that you submit in connection with any Comments. You agree not to use a false email address, impersonate any person or entity, or otherwise mislead as to the origin of any Comments you submit.

f)      You are and shall remain solely responsible for the content of any Comments you make, and you agree to indemnify the Company and its affiliates for all claims resulting from any Comments you submit. The Company and its affiliates take no responsibility and assume no liability for any Comments submitted by you or any third party.


15.           Copyright & Trademark.   


a)     The Company, its suppliers and licensors expressly reserve all intellectual property rights in all text, programs, products, processes, technology, content, and other materials, which appear on this Platform. Access to the Platform does not confer and shall not be considered as conferring upon any licence under the Company's name or any third party's intellectual property rights.

b)     All rights, including copyright, in this Platform, are owned by or licensed to the Company. Any use of this Platform or its contents (including copying or storing it or them in whole or part) other than for your own personal, non-commercial use is prohibited without the permission of the Company.

c)     You may not modify, distribute or re-post anything on the Platform for any purpose. The names and logos and all related product and service names, design marks, and slogans are the trademarks or service marks of the Company, its affiliates, its partners, or its suppliers. All other marks are the property of their respective companies.

d)     No trademark or service mark licence is granted in connection with the materials contained on this Platform. Access to the Platform does not authorise anyone to use any name, logo, or mark in any manner. References on the Platform to any names, marks, products, or services of third parties or hypertext links to third-party sites or information are provided solely as a convenience to you and do not in any way constitute or imply the Company endorsement, sponsorship or recommendation of the third party, information, product or service.

e)     The Company is not responsible for the content of any third-party sites and does not make any representations regarding the content or accuracy of material on such sites. If you decide to link to any such third-party websites, you do so entirely at your own risk. All materials, including images, text, illustrations, designs, icons, photographs, programs, music clips or downloads, video clips, and written and other materials that are part of the Platform (collectively, the "Contents") are intended solely for personal, non-commercial use.

f)      You may download or copy the Contents and other downloadable materials displayed on the Platform for your personal use only. No right, title, or interest in any downloaded materials or software is transferred to you as a result of any such downloading or copying. You may not reproduce (except as noted above), publish, transmit, distribute, display, modify, create derivative works from, sell or participate in any sale of or exploit in any way, in whole or in part, any of the Contents, the Website or any related software.

g)     All software used on this Platform is the property of the Company or its licensees and suppliers and is protected by Indian and international copyright laws. The Contents and software on the Platform may be used only as a shopping resource. Any other use, including the reproduction, modification, distribution, transmission, republication, display, or performance, of the Contents on this Platform is strictly prohibited.

h)     Unless otherwise noted, all Contents are copyrights, trademarks, trade dress, and/or other intellectual property owned, controlled, or licensed by the Company, one of its affiliates, or by third parties who have licensed their materials to the Company and are protected by Indian and international copyright laws. The compilation (meaning the collection, arrangement, and assembly) of all Contents on this Platform is the exclusive property of the Company and is also protected by Indian and international copyright laws.


16.           Objectionable Material.       You understand that by using the services on the Platform, you may encounter Content that may be deemed by some to be offensive, indecent, or objectionable, which Content may or may not be identified as such. You agree to use the Platform and any service at your sole risk and that to the fullest extent permitted under applicable law, the Company and its affiliates shall have no liability to you for Content that may be deemed offensive, indecent, or objectionable to you.


17.           Shipment Process with Delivery TimelineIf any product order is assigned to us before 4:30 pm on any given working day then the turnaround time for executing the delivery of that product order will be within 24 hours from the time of placing the order. If a product order is placed at any time after 4:30 pm on any given working day then the turnaround time for executing the delivery of that product order shall be within 24 to 48 hours from the time of placing the order. However, it is mandatory for the order value to be within the limits of minimum and maximum order value which has been specified on our Platform, the limits of the order value may be amended from time to time depending upon certain business requirements at the discretion of the Company.


18.           Non-Exclusivity.       You agree and acknowledge that Our rights and obligations under this agreement are on a non-exclusive basis.


19.           Force Majeure.         The Company shall not be liable for delays in delivery or performance of its obligations, or for failure to supply, deliver, or perform its obligations under this Agreement, if such delay or failure is due to reasons beyond its reasonable control which is unforeseeable, unavoidable and insurmountable, including without limitation to an act of nature, an act of god, an act of civil or military authority, war, fire, flood, pandemic, epidemic, government restrictions/order/guidelines, riots, strike(labour or transport) or other labour disturbance, industrial disputes, change in law, etc.


20.           Indemnity.     You agree to defend, indemnify and hold harmless the Company, its employees, directors, officers, agents, and their successors and assigns from and against any and all claims, liabilities, damages, losses, costs, and expenses, including attorney's fees, caused by or arising out of claims based upon your actions or inactions, which may result in any loss or liability to the Company or any third party including but not limited to breach of any warranties, representations or undertakings or in relation to the non-fulfillment of any of your obligations or arising out of your violation of any applicable laws, regulations including but not limited to Intellectual Property Rights, payment of statutory dues and taxes, claim of libel, defamation, violation of rights of privacy or publicity, loss of service by other subscribers and infringement of intellectual property or other rights. This clause shall survive the expiry or termination of this User Agreement.


21.           Limitation of Liability.        In no event, does our aggregate liability, if any, that is proven and ordered by a court of competent jurisdiction pursuant to a claim by you or a person acting on your behalf, shall extend beyond the money charged from you for purchases made pursuant to an order under which such liability has arisen and been established. We will not be responsible for any business loss (including loss of profits, revenue, contracts, anticipated savings, data, goodwill or wasted expenditure) or any other indirect or consequential loss that is not reasonably foreseeable to both you and us when a contract for the sale of Product by us to you was formed.


22.           Governing Law and Jurisdiction.   This User Agreement shall be construed in accordance with the applicable laws of India. The Courts at New Delhi shall have exclusive jurisdiction in any proceedings arising out of this agreement.


23.           Grievance Redressal Mechanism.   In case of any grievance/complaints or any other concerns you may contact us at customercare@rozana.in .




Contact the Grievance Officer on the details as provided below: -


Name: Mr Sawan Saini

Designation: Grievance Officer

Email: sawan.saini@rozana.in

Address: 14, Community Centre, East of Kailash, Near National Heart Institute, New Delhi - 110065