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Khetse Return & Replacement Policy

This item is non-returnable and non-replaceable. However, if you receive an incorrect, damaged, or defective product, you may request a replacement on the same day of delivery. To be eligible, the item must be unused, returned in its original sealed packaging along with the manufacturer's packaging, labels, and accessories. Replacement requests are subject to verification and approval by Khetse.

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Privacy Policy

Last updated:

Khetse ("we", "us", "our") operates the Khetse mobile app and website (together, the "Service") for ordering groceries and other goods for delivery. This Privacy Policy explains what information we collect, how we use it, who we share it with, and the choices you have. By using Khetse, you agree to the collection and use of information as described here.

1. Information We Collect

a) Information you give us

Name, mobile number, email address, delivery address(es), and any details you add to your profile or send us via Help & Support or chat.

b) Location data

With your permission, we collect GPS location to show nearby stores, calculate delivery distance/ETA, and let delivery partners navigate to you. You can turn off location access in your device settings at any time, though some features (like live order tracking) won't work without it.

c) Order & payment information

Your order history, items purchased, amounts paid, and payment method. Card, UPI, and net-banking details are collected and processed directly by our payment partner (Razorpay) — Khetse does not receive or store your full card/UPI credentials.

d) Device & usage information

Device type, app version, a push-notification token (to send order updates), and how you interact with the app (pages viewed, searches, items added to cart), used to keep the Service working reliably and to improve it.

2. How We Use Your Information

We use your information to: process and deliver your orders; show you relevant stores, products, and offers; communicate order updates, OTPs, and support responses; process payments and refunds; improve and personalise the Service; and prevent fraud and abuse.

3. Who We Share It With

We do not sell your personal information. We share it only as needed to run the Service:

• Delivery partners — your name, phone number, and delivery address, so they can deliver your order.
• Partner stores — order and item details for any product fulfilled by a marketplace partner store.
• Payment provider (Razorpay) — to process online payments and refunds securely.
• Cloud infrastructure providers (Google Firebase, Cloudinary) — to host our app data, authenticate accounts, send notifications, and store images.
• Legal & safety — where required by law, or to protect the rights, safety, or property of Khetse, our users, or the public.

4. Data Storage & Security

Your data is stored on secure cloud servers (Google Firebase) with access restricted to authorised systems and personnel. Some information is also cached on your device (via local storage) purely to make the app faster and to work briefly offline. While we take reasonable technical and organisational measures to protect your data, no method of transmission or storage is 100% secure.

5. Your Rights & Choices

You can review and update your profile details from within the app at any time. You can permanently delete your account and personal data yourself, in-app, via Profile → Delete My Account — no need to contact us for this. You may also request access to or correction of your personal data, or withdraw consent for location/notifications, by contacting us using the details below. Deleting your account is immediate and irreversible, and means we can no longer provide order history or support for past orders.

6. Data Retention

We retain your information for as long as your account is active or as needed to provide the Service, comply with legal obligations (such as tax and accounting rules), resolve disputes, and enforce our agreements.

7. Children's Privacy

Khetse is not directed at children under 18. We do not knowingly collect personal information from children. If you believe a child has provided us with personal data, please contact us and we will delete it.

8. Changes to This Policy

We may update this Privacy Policy from time to time. Material changes will be reflected by updating the "Last updated" date above, and significant changes may also be announced in-app.

9. Contact Us

For any privacy questions, requests, or grievances, reach us via Help & Support in the app, or email khetsecustomercare@gmail.com.

Terms of Service

Last updated:

These Terms of Service ("Terms") govern your use of the Khetse mobile app and website (together, the "Service"), operated by Khetse ("we", "us", "our"). By creating an account or placing an order, you agree to these Terms. If you do not agree, please do not use the Service.

1. Eligibility & Accounts

You must be at least 18 years old, or have a parent/guardian's consent, to place orders. You're responsible for keeping your account (and the OTP used to access it) secure, and for all activity under your account. Provide accurate delivery and contact details — we're not responsible for delivery issues caused by incorrect information you supplied.

2. Orders, Pricing & Availability

Product prices, images, discounts, and availability are shown at the time of browsing and may change without notice. Placing an order is an offer to buy, which we may accept or decline (e.g. if an item goes out of stock, your delivery area becomes unserviceable, or we suspect fraud). Weights/quantities for fresh produce may vary slightly from what's listed; we bill based on the actual weight delivered where applicable.

3. Delivery

Delivery times shown in the app are estimates, not guarantees, and can be affected by weather, traffic, order volume, or events outside our control. Someone must be available at the delivery address to receive the order; repeated failed delivery attempts may result in cancellation, with any prepaid amount handled as described in Section 5.

4. Payments

Online payments are processed securely by our payment partner, Razorpay — we never receive or store your full card/UPI credentials. For Cash on Delivery orders, payment is due in full to the delivery partner on arrival; you can also choose to pay online at any point before delivery from the order tracking screen. Khetse Wallet balance, once added, can be used for future orders as described in-app and is non-transferable and non-withdrawable to a bank account.

5. Cancellations, Returns & Refunds

Orders generally cannot be cancelled once placed, as fulfilment begins immediately for fast delivery — any exceptions are handled case-by-case via Help & Support. Eligible items can be returned as described in the app's Return Request flow; approved refunds for prepaid orders are credited back to the original payment method or Khetse Wallet, typically within the timeframe shown at the time of the request.

6. User Conduct

You agree not to misuse the Service — including placing fraudulent orders, abusing offers/coupons/referrals beyond their intended terms, harassing delivery partners or support staff, or attempting to access accounts, data, or systems that aren't yours. We may suspend or terminate accounts that violate these Terms.

7. Intellectual Property

The Khetse name, logo, app, and website content are owned by Khetse or its licensors and may not be copied, modified, or used commercially without our written permission.

8. Limitation of Liability

The Service is provided "as is." To the maximum extent permitted by law, Khetse is not liable for indirect, incidental, or consequential damages arising from your use of the Service; our total liability for any claim is limited to the amount you paid for the order giving rise to that claim.

9. Changes to These Terms

We may update these Terms from time to time. Material changes will be reflected by updating the "Last updated" date above, and continued use of the Service after changes take effect means you accept the updated Terms.

10. Governing Law

These Terms are governed by the laws of India, and any disputes are subject to the exclusive jurisdiction of the courts in Mumbai, Maharashtra.

11. Contact Us

For any questions about these Terms, reach us via Help & Support in the app, or email support@khetseonline.in.

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