Terms & Conditions

Thank you, for using Madhu Pure.

Acceptance of terms

These Terms are intended to make you aware of your legal rights and responsibilities with respect to your access to and use of the Madhu Dairy’s website https://madhupure.com/("Site") and/or any related mobile or software applications (collectively referred to as, “Madhu Dairy Platform”) including but not limited to the services offered by Madhu Dairy via the Madhu Dairy Platform or otherwise ("Services").

Your use/ access of the Madhu Dairy Platform shall be governed by these Terms and the Privacy Policy of Madhu Dairy as available at https://madhupure.com/PrivacyPolicy.aspx (“Privacy Policy”). By accessing the Madhu Dairy Platform and/ or undertaking any sale-purchase transaction, you agree to be bound by the Terms including any additional terms and conditions and policies referenced herein and/or available by hyperlink on the Madhu Dairy Platform and acknowledge that it constitutes an agreement between you and Madhu Dairy. You may not access the Madhu Dairy Platform and use the Services if you do not accept the Terms or are unable to be bound by the Terms/ the Privacy Policy.

These Terms may be updated from time to time by Madhu Dairy without notice. It is therefore strongly recommended that you review these Terms, as available on the Madhu Dairy Platform, each time you access and/or use the Madhu Dairy Platform. In the event there is any conflict or inconsistency between these Terms and any other terms of use that appear on the Madhu Dairy Platform, these Terms will prevail.

The terms ‘visitor(s)’, ‘user(s)’, ‘you’, ‘your’, ‘customer(s)’ hereunder refer to the person visiting, accessing, viewing, browsing through and/or using the Madhu Dairy Platform at any point in time.

Should you need any clarifications regarding the Terms, please do write to us at support@madhupure.com

Order Cancellation

You acknowledge that (a) your cancellation, or attempted or purported cancellation of an order or (b) cancellation due to reasons not attributable to Madhu Dairy, shall amount to your breach of the Terms and any such request shall be permitted subject to acceptance of the same by Madhu Dairy. For any permitted cancellations, we will initiate a refund, if any, against the relevant product/ order, which may be in the form of promotional codes/ coupons which shall be available for use against a subsequent invoice for transactions on the Madhu Dairy Platform, in accordance with the specified terms, if any, such as validity period.

Orders may be cancelled by Madhu Dairy in any of the following cases: (a) if it is suspected that a customer has undertaken a fraudulent transaction, or (b) if it is suspected that a customer has undertaken a transaction which does not conform to or violates these Terms, or (c) in case of unavailability of product(s), or (d) for any reason outside the control of Madhu Dairy, including technical errors, causes for delivery-related logistical difficulties. For such cancellations, Madhu Dairy will initiate a refund, if any, against the relevant product/ order, within approximately 72 hours.

Further, Madhu Dairy aims to ensure that availability status, specifications and prices of all products / services offered for sale are true and correct. While precautions are taken to ensure accuracy thereof, at times, the specifications / prices may not be current or may be inaccurate on account of technical issues, typographical errors or incorrect product/service information provided to Madhu Dairy by third-party sellers and in such an event, you shall be notified as soon as such error comes to the notice of Madhu Dairy. In each such case, notwithstanding anything to the contrary, Madhu Dairy reserves the right to cancel the order and initiate a refund, if any, against the relevant order/product in the form of credit/ cashback/ coupon/ promotional codes for the value of the relevant product/ order which shall be available for use against a subsequent invoice for transactions on the Madhu Dairy Platform, in accordance with the specified terms, if any, such as validity period.

We reserve the right to deny access to non-complying users / users that appear to be involved in fraudulent transactions at any time or cancel any orders placed by them in future.

Returns & Refunds

Products once delivered are non-returnable/ non-replaceable/ non-exchangeable, save and except: (a) if the product is damaged, defective, expired at the time of delivery or incorrectly delivered, and (b) if the return/ replace/ exchange policy listed/ displayed with respect to the relevant product expressly and specifically permits the same – if so, the return/ exchange requests shall be processed in accordance with the terms of the relevant policy, including the specified timelines and conditions. You are requested to read the return/ exchange policy of each product as available on the Madhu Dairy Platform before placing the order and further raising any request for return/ exchange or refund. You will be required to share proof of the issue (including images/ video) before any resolution can be provided.

For digital goods (including gift cards/ vouchers), no return/ refund shall apply, and you are required to connect with the relevant issuer/ seller in case of any issues including but not limited to, validity, usage restrictions and/ or redemption related issues. For any such issues, please refer to the issuer/ seller's terms and conditions that apply to you in addition to these Terms.

All refunds for permitted returns and permitted cancellations will be processed within 7 working days from the date of return/ cancellation approval of the product subject to satisfactory checks.

Unless otherwise stated and/or as mutually agreed between Madhu Dairy and the Customer, for payments made through electronic means such as debit card, credit card, net banking, UPI, etc., refunds shall be processed in the same manner as they are received or provided in the form of credit/ cashback/ coupon/ promotional code which shall be available for use against a subsequent invoice for transactions on the Madhu Dairy Platform, in accordance with the specified terms, if any, such as validity period. Refund amount in the form of credits will reflect in Your account based on respective banks policies.

Provided that, refunds, if any, for products purchased on cash on delivery basis shall be refunded by way of promotional codes only which shall expire after 30 days from the date of issuance. Users can opt-in for a promotional code refund for online payments as well. Refunds cannot be transferred back to any other payment method once the credit/ cashback/ coupon/ promotional code is initiated. All other promotional codes issued shall expire within 7 days from the date of its issuance.

All refunds shall be made in Indian Rupees only.

Account & Registration Obligations

All users must register and log in for placing orders on the Madhu Dairy Platform. You must keep your account and registration details current and correct for all communications related to your purchases from the Madhu Dairy Platform. By agreeing to the Terms, you agree to receive promotional, transactional or other communications, and newsletters from Madhu Dairy and its group companies/ affiliates. You can opt out from such communications and/or newsletters by using the opt out options as available in such communications. You can also change your notification preferences as available in your profile section of Madhu Dairy Platform.

When you access and use the Madhu Dairy Platform, Madhu Dairy may collect your personally identifiable information, including but not limited to name, email address, age, address, mobile phone number, and other contact details, demographic profile (like your age, gender, occupation, education, address etc.) preferences and information about the pages on the Madhu Dairy Platform you visit/access, the links you click on the Madhu Dairy Platform, the number of times you access a particular page/feature. We may also collect information pertaining to the transactions you undertake on the Madhu Dairy Platform including financial information, and any other such information as may be required to provide you with services and to administer the Madhu Dairy Platform. Personal data and identifiable Information so collected will be subject to Madhu Dairy’s Privacy Policy.

By registering your mobile number with us, you provide your consent to be contacted by us or through a third party service provider via phone calls, SMS notifications, mobile applications and/or any other electronic mode of communication in case of any order or shipment or delivery or customer support related updates or for other correspondence as may be required in due course of provision of our Services.

Customer Feedback

If you share or send any ideas, suggestions, changes or documents regarding Madhu Dairy’s existing business ("Feedback"), you agree that (i) your Feedback does not contain the confidential, secretive or proprietary information of third parties, (ii) Madhu Dairy is under no obligation of confidentiality with respect to such Feedback, and shall be free to use the Feedback on an unrestricted basis (iii) Madhu Dairy may have already received similar Feedback from some other customer(s) or it may be under consideration or in development, and (iv) By providing the Feedback, you grant us a binding, non-exclusive, royalty-free, perpetual, global license to use, develop, publish, distribute and sublicense the Feedback, and you irrevocably waive, against Madhu Dairy and its Customers any claims/assertions, whatsoever of any nature, with regard to such Feedback.

Please provide only specific Feedback on Madhu Dairy's existing products; do not include any ideas that Madhu Dairy's policy will not permit it to accept or consider.

Notwithstanding the abovementioned clause, Madhu Dairy or any of its employees do not accept or consider unsolicited ideas, including ideas for new advertising campaigns, new promotions, new or improved products or technologies, product enhancements, processes, materials, marketing plans or new product names. Please do not submit any unsolicited ideas, original creative artwork, suggestions or other works ("Submissions") in any form to Madhu Dairy or any of its employees.

The purpose of this policy is to avoid potential misunderstandings or disputes when Madhu Dairy's products or marketing strategies might seem similar to ideas submitted to Madhu Dairy. If, despite our request to not send us your ideas, you still submit them, then regardless of what your letter says, the following terms shall apply to your Submissions.

You agree that: (1) your Submissions and their contents will automatically become the property of Madhu Dairy, without any compensation to you; (2) Madhu Dairy may use or redistribute the Submissions and their contents for any purpose and in any way; (3) there is no obligation for Madhu Dairy to review the Submission; and (4) there is no obligation to keep any Submissions confidential.

Report Intellectual Property Rights Infringement

Madhu Dairy respects the intellectual property(ies) of other entities. If you believe that your intellectual property rights have been violated/used in any manner which results in infringement, then please inform us at support@madhupure.com

We will evaluate the contents of your notice and will respond within a reasonable period of time. We may take such action as we deem appropriate in keeping with applicable law and our policies, we may also reach out to you for additional details. It may be noted that reporting inaccurate, false or misleading information to Madhu Dairy may result in civil and/or criminal liability.

You agree to indemnify Madhu Dairy for all claims brought by a third party(ies) against Madhu Dairy arising out of or in connection with the submission of your email at support@madhupure.com

Privacy Policy

Madhu Dairy respects your privacy and values the trust you place in it. Madhu Dairy’s ‘Privacy Policy’ https://madhupure.com/PrivacyPolicy.aspx details the manner in which information relating to you is collected, used and disclosed. Customers are advised to read and understand our Privacy Policy carefully, as by accessing the Madhu Dairy Platform you agree to be bound by the terms and conditions of the Privacy Policy and consent to the collection, storage and use of information relating to you as provided herein.

Our Privacy Policy shall be deemed to have been incorporated into these Terms by reference, and is subject to change from time to time.

Information Disclosure

To protect against the loss, misuse and alteration of the information under its control, Madhu Dairy has in place appropriate physical, electronic and managerial procedures. Although Madhu Dairy endeavours to safeguard the confidentiality of your personally identifiable information, transmissions made by means of the internet cannot be made fully secure. By using the Madhu Dairy Platform, you agree that Madhu Dairy will have no liability for disclosure of your information due to errors in transmission and/or unauthorized acts of third parties.

Call Recording: All calls between you and us (including between you and the delivery partners) (directly or indirectly through a third party) may be recorded by us or the third party engaged by us. All such calls may be recorded including for internal training and quality purposes by us and/or any third party appointed by us. You explicitly agree and permit Madhu Dairy and the third party engaged by Madhu Dairy, to record all the calls with you and to share it with our authorized personnel / delivery partners and relevant third parties for the purposes set out above.

You also explicitly agree and permit Madhu Dairy to share any data (including call recordings) related to you with its group companies/ affiliates and/or the governmental/ regulatory authorities, if required under any law.

Misrepresentation

Madhu Dairy shall assume no responsibility for any communication not authorised by Madhu Dairy with respect to any offers, promotions, housefull sale, etc. This includes, but is not limited to, any fraud or misrepresentation caused by any third-party administrators resulting in loss or injury to the user. Users are cautioned that Madhu Dairy does not run any call centre, and does not make available for communication any landline/mobile number/email ID/social media channel/any other electronic means to its users, except as specifically set out in these Terms and to that end, you are cautioned against unauthorised persons/ fraudsters and imposters claiming to be calling/ answering on Madhu Dairy’s behalf. In case any user wishes to communicate, the user may communicate at the following/email apart from the faster In app Chat option: Email: support@madhupure.com

Please note: Madhu Dairy does not solicit confidential information such as OTP/CVV/PIN NUMBER/Card number either through call or mail or any other means, neither will Madhu Dairy ask you to share any sensitive data or information via email or telephone. If you receive any such request by email or telephone, please do not respond/divulge any sensitive data or information. Please do not reveal these details to fraudsters and imposters claiming to be calling on Madhu Dairy’s behalf.

Please report suspicious activities to support@madhupure.com

You Understand, Agree & Confirm

That you shall be solely responsible for providing the correct delivery details, including recipient name, address, contact details, etc. and making the payments against all orders placed through your account, whether for delivery to your own address or someone else’s address. Madhu Dairy shall not have any liability/ obligation in this respect (including accepting any refund/ order cancellation requests).

That if any product delivery is delayed or is returned from its destination (including as a result of you providing incorrect name or address or other incorrect/misleading information or recipient’s unavailability or refusal to accept the order at the time of delivery), Madhu Dairy shall not be liable for the same/ responsible to make re-delivery. Any costs incurred by Madhu Dairy in this respect shall be borne by you.

That while Madhu Dairy makes best endeavors to ensure that Products/Services are delivered to you within the period reflected at the time of placing the order, Madhu Dairy does not make any representation, guarantee or warranty in relation to the delivery time as the estimated delivery time may be changed without notice and there could be delays for reasons beyond the reasonable control of Madhu Dairy such as availability of third party delivery service providers, demand, traffic and weather conditions, a force majeure event, the location provided by the customer(s), the customer(s) being unresponsive on call, delivery partner(s) facing any on-ground challenges (including any issues with their delivery vehicles, society providing entry to them without any hassles or delays) etc.

The order will ordinarily be delivered when a person is able to receive the order at the address provided by you. You shall be solely responsible for the products in case you direct the delivery partner to leave the same at your doorstep and/or handover the same to any other person. In such cases, you shall not claim any amount/refund from Madhu Dairy in case of any loss/damage to/deficiency in any products/Service. You expressly disclaim Madhu Dairy from all the liabilities which may arise by virtue of the order being left unattended for a period of time. This includes but is not limited to theft, tampering, contamination, and the result of any change in temperature of the products.

That in case of cash on delivery orders placed through your account (whether for delivery to your own address or some other/ someone else’s address), it shall be your sole responsibility and obligation to make the cash amount payment/ ensure that such payment is made and further ensure that the same is accurate (i.e. neither less nor additional cash amount is paid to the delivery partners). We shall not be liable for any discrepancy in this respect.

To use the Services provided by Madhu Dairy for lawful purposes only, and comply with all applicable laws and regulations while using/accessing and transacting on the Madhu Dairy Platform.

That you will provide authentic and true information in all instances where any information is requested of you. Madhu Dairy reserves the right to confirm and validate the information and other details provided by you at any point of time.

That if at any time, the information provided by you is found to be false or inaccurate (wholly or partly), Madhu Dairy shall have the right in its sole discretion to reject registration, cancel all orders, and debar you from using its Services and other affiliated services in the future without any prior intimation whatsoever, and without any liability to you.

That you are accessing the Services made available by Madhu Dairy and transacting at your sole risk and are using your best and prudent judgement before entering into any transaction through the Madhu Dairy Platform.

That transactions through the Madhu Dairy Platform may be subject to delivery charges, handling charges, convenience charges, small cart charges, high demand surge charges, rain surge charge, print charges, gift charges or such other fees/charges as may be levied from time to time (“Service Charges”). You shall be informed of such Service Charges prior to placing your order on the Madhu Dairy Platform at the stage of check-out. By placing the order, you agree to pay for such Service Charges. Service Charges may vary from order to order, which may be determined on multiple factors such as order/ cart value, distance, time of the day, time taken, demand for delivery, real time analysis of traffic and weather conditions, seasonal peaks or such other parameters as may be determined from time to time. Further, Madhu Dairy may from time to time offer to the customers credits, discounts, promo codes, vouchers or any other form of cashback that it may decide at its discretion. Madhu Dairy reserves the right to modify, convert, cancel and/or discontinue such credits, promo codes or vouchers, as it may deem fit.

That before placing an order, you acknowledged to have checked and reviewed the product description carefully and in sufficient detail. By placing an order on the Madhu Dairy Platform, you agree to be bound by the conditions of sale included in the item’s description without exception.

That by using the Madhu Dairy Platform or any Services, 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 Madhu Dairy Platform and any Service at your sole risk and that to the fullest extent permitted under applicable law, the Madhu Dairy Parties shall have no liability to you for any content that may be deemed offensive, indecent, or objectionable to you.

Madhu Dairy is constantly evolving in order to provide the best possible experience and information to its customers. You acknowledge and agree that the form and nature of the Services which Madhu Dairy provides, may require affecting certain changes in it, therefore, Madhu Dairy reserves the right to suspend/cancel, or discontinue any or all products or services at any time without notice, make modifications and alterations in any or all of its contents, products and services contained on the Madhu Dairy Platform without any prior notice.

We, the software, or the software application store that makes the software available for download may include functionality to automatically check for updates or upgrades to the software. Unless your device, its settings, or computer software does not permit transmission or use of upgrades or updates, you agree that we, or the applicable software or software application store, may provide notice to you of the availability of such upgrades or updates and automatically push such upgrade or update to your device or computer from time-to-time. You may be required to install certain upgrades or updates to the software in order to continue to access or use the Services, or portions thereof (including upgrades or updates designed to correct issues with the Services). Any updates or upgrades provided to you by us under the Terms shall be considered part of the Services.

In our effort to continuously improve the Madhu Dairy Platform and Services, we undertake research and conduct experiments from time to time on various aspects of the Services and offerings, including our apps, websites, user interface and promotional campaigns. As a result of which, some customers may experience features differently than others at any given time. This is for making the Madhu Dairy Platform better, more convenient and easy to use, improving customer experience, enhancing the safety and security of our services and offerings and developing new services and features.

Promotional Terms

These additional terms apply to promotional campaigns live on the Madhu Dairy Platform from time to time (“Offer”). Users who place orders on Madhu Dairy and satisfy eligibility criteria set forth by Madhu Dairy or its collaboration partners for the specific promotional campaign shall be termed as “Eligible Customer(s)”.

Offers shall run for the duration decided by Madhu Dairy, at its sole discretion and may be prematurely revoked without prior notice.

If the Offer is based on a minimum order value/specific to a product category, the Offer will stand cancelled if the products are returned by the Eligible Customer or for which refund is given by Madhu Dairy or if the order for such products are cancelled by the Eligible Customer. On or after being provided the benefit/prize of the relevant Offer and availing/redeeming the same, the Eligible Customer acknowledges and agrees that the order placed on the Madhu Dairy Platform cannot be returned and/or refunded.

Madhu Dairy Parties shall not, in any way, be liable for the services provided by third parties upon availing/redeeming the offer/voucher/prize.

Eligible Customers hereby provide their consent to Madhu Dairy to share the Eligible Customer’s contact details (“Information”) with Madhu Dairy’s authorized third parties for making the Offer available to such Eligible Customer. Such Information will be governed by the third party’s privacy policy/ies and you are encouraged to acquaint yourself with and agree to their policies before participating in the Offer.

Eligible Customers may only avail the Offer if account settings on the Madhu Dairy Platform have been set to India and the billing address is in India.

Madhu Dairy reserves the absolute right to or alter any of these terms at any time without prior notice.

Offer can neither be sold, transferred, encased or exchanged for any other products nor clubbed with any other Offer.

Madhu Dairy accepts no liability, whether jointly or severally, for any errors or omissions of any third party in relation to the Offer.

The voucher/prize/benefit details will be sent to the Eligible Customer via e-mail/message/WhatsApp/in-app.

Madhu Dairy, in its sole discretion reserves the right to exclude any Eligible Customer from the Offer and/or to cancel all or part of the Offer, without any liability on its part, if it believes that the Eligible Customer has (a) breached any of these terms, additional promotional activity terms and conditions, Madhu Dairy Platform terms and conditions and/or Privacy Policy; (b) acted or has the intention of acting in a dishonest or fraudulent manner, or in bad faith; (c) tampered with the entry process or the operation of the Offer; (d) acted in a disruptive manner.

By participating in the Offer, Eligible Customers will be deemed to have accepted these terms along with specific promotional activity terms and conditions made available to the Eligible Customer and expressly agree that: (a) Madhu Dairy Parties will not be liable or responsible for any loss or damage whatsoever that the Eligible Customer may suffer, directly or indirectly, in connection with this Offer, including for any theft, loss or misuse of the Offer or the Information; and (b) Madhu Dairy will not mediate any disputes or differences between the Eligible Customer and the third parties in relation to this Offer.

Payment’s Facility and Related Information

All the payments towards the orders and/or any services shall be compulsory in Indian Rupees only.

The information with respect to the accepted payment methods on the Madhu Dairy Platform shall be displayed at the time of making payment for an order which may include but not limited to credit card or debit card; net banking; UPI; cash on delivery or any other RBI approved payment mode as may be reflected on the Madhu Dairy Platform from time to time. Cash on delivery may not be permitted for certain orders.

To facilitate the payments, you acknowledge and agree that Madhu Dairy may use certain third-party vendors and service providers, including payment gateways, to process payments and manage payment card information. If you are directed to any third party payment processor, you will be subject to terms and conditions governing use of that third party’s service and we shall have no liability towards the same.

With respect to the payment details provided by you to avail the payment facility, you represent, warrant and covenant that you are legally entitled and/or authorized to provide such payment details and make payments using such payment details. You shall be solely liable for the payments done through payment details and you confirm that use of such payment details by you does not violate any applicable law.

The payment facility provided by Madhu Dairy is neither a banking nor a financial service but is merely a facilitator providing an electronic, automated online electronic payment system, and receiving payment on orders placed at Madhu Dairy Platform using the existing authorized banking infrastructure and card payment gateway networks, as may be applicable.

You agree and confirm that in respect to certain payment methods, the respective issuer may charge you an additional fee i.e. transaction fees or other fees, for the purpose of processing your payment transaction.

Order History

If you delete an order from your order history through your account on the Madhu Dairy Platform, Your order details will no longer be visible to/ accessible by you through your account. To clarify, for orders placed for someone else, your action shall not impact visibility of the order details as accessible through that person’s account, where the order details were available.

You understand that your action shall be irreversible, and no support will be offered on such deleted order(s) (whether to you or for orders placed for someone else, that other person) including complaints, retrieval/ information/ invoice request, cancellation, return, replacement, or exchange. Order once deleted will however remain present in Madhu Dairy's records in accordance with the Privacy Policy and be subject to our records retention policies and applicable law, including any statutory retention requirements. Please note that there may be cases beyond the control of Madhu Dairy where the deleted order/ order details may be traced/ be visible, for reasons such as:

any interruptions, service or technology failure or problems in use of the internet and electronic communications or other systems outside the control of Madhu Dairy.

order details still being available on your/ for orders placed for someone else, that person’s email, messages or other modes of communication where the order details were available.

any stakeholder (including third party or delivery partner) reaching out to you through the information you choose to share with them directly.

payment pertaining to such an order being available in bank statements.

Grievance Redressal Mechanism

For any order related issue, you may first reach out to us via chat support on the Madhu Dairy Platform for real time basis resolution.

In accordance with applicable law, including the Information Technology Act, 2000 and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020 the name and contact details of the Grievance Officer who can be contacted for any complaints or concerns pertaining to the Madhu Dairy Platform, including those pertaining to breach of the Terms or any other policies are published as under:

Details of the Grievance Officer

Madhu Dairy

Email address: support@madhupure.com

Time: Monday - Friday (09:00 hours to 18:00 hours)

Governing Law & Jurisdiction

effect to the principles of conflict of laws thereunder.

Courts at Agra shall have exclusive jurisdiction over any proceedings arising in respect of these Terms (including Privacy Policy).