Terms & Conditions

2.1By accessing, browsing, or using the Platform in any manner, you acknowledge that you have read, understood, and agree to be bound by these Terms and all referenced policies. If you do not agree, you must not access or use the Platform.

2.2To use the Platform, you represent and warrant that you are at least eighteen (18) years of age (or the age of majority under applicable law), are competent to enter into a legally binding agreement under the Indian Contract Act, 1872, and are not barred from using the Platform under any applicable law.

2.3If you are using the Platform on behalf of a business entity, you represent that you have the authority to bind that entity to these Terms.

3.1Chiblu operates as a technology-enabled marketplace platform connecting Indian artisans, craftspeople, and small sellers with buyers. Chiblu is not the manufacturer, seller, or supplier of any Product listed on the Platform. All Products are offered, sold, fulfilled, packed, and delivered by independent Sellers.

3.2Chiblu’s role is strictly limited to providing the technology infrastructure, facilitating communication between Buyers and Sellers, enabling payment processing through the Payment Partner, hosting Seller storefronts at chiblu.com/{storename} URLs, and facilitating dispute communication through Chiblu Checkout. Chiblu does not exercise any control over transactions between Buyers and Sellers beyond providing the technology platform.

3.3Chiblu does not own, control, or hold inventory. Chiblu does not exercise ownership or control over the Products listed on the Platform, does not directly or indirectly influence the pricing of Products set by Sellers, and does not guarantee, warrant, or assure the quality, safety, legality, authenticity, or fitness for purpose of any Product.

4.1Users must create an account to access certain features of the Platform. You agree to provide accurate, current, and complete information during registration and to update such information to maintain its accuracy.

4.2You are solely responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account. You must notify Chiblu immediately at support@chiblu.com upon becoming aware of any unauthorised use of your account.

4.3Chiblu reserves the right to suspend, disable, or terminate any account that is found to contain inaccurate information, is involved in fraudulent activity, or violates these Terms.

4.4Sellers must additionally complete KYC verification (through Chiblu’s verification partners) and Razorpay linked account onboarding as mandatory conditions of selling on the Platform. Details are set out in the Seller Terms & Conditions.

5.1The Platform hosts three categories of Products:

5.2For Made to Order and Customizable Products, the Seller must accept or reject the Order within twenty-four (24) hours of Order placement. If the Seller does not respond within this period, the Order shall be automatically cancelled and the Buyer shall receive a full refund, including the Platform Fee. Cancellation by the Buyer is permitted only before the Seller accepts the Order. Once the Seller has accepted, the Order is non-cancellable, non-returnable, and non-exchangeable.

5.3All representations regarding Products are made solely by the Seller. Buyers are advised to review Product descriptions, images, Seller policies, and Seller ratings before placing an Order.

5.4Delivery timelines, warranties, after-sales service, packaging, shipping, and all other obligations relating to Products lie solely with the Seller unless expressly stated otherwise.

5.5Cancellations, returns, refunds, and exchanges for all Products are governed by the Seller’s stated policy as displayed on the Seller’s store or product listing. If the Seller’s policy does not permit cancellation, return, refund, or exchange, such policy is binding on the Buyer. The limited Chiblu Checkout dispute facilitation mechanism applies separately and only for eligible issues (see Section 8).

5.7If a Seller fails to dispatch a Made to Order Product within thirty (30) days or a Customizable Product within forty-five (45) days from Order acceptance, the Buyer shall be entitled to request a refund from the Seller. Chiblu may facilitate the refund process on behalf of the Seller based on system-recorded dispatch data, but the obligation to refund remains solely with the Seller. Chiblu shall not be liable for refunds facilitated due to inaccurate system data, the Seller’s failure to update dispatch status, or technical errors.

6.1Product Pricing
All Product prices are determined solely by the Seller. Chiblu does not control, influence, or mandate Product pricing. Prices displayed are inclusive of applicable taxes unless stated otherwise by the Seller. The Platform Fee is a flat fee for platform services and is not linked to or a percentage of the Product price. Chiblu does not earn commission on product sales.

6.2Platform Fee
Buyers are charged a Platform Fee per Order as displayed at checkout, plus applicable GST at 18%. The Platform Fee covers payment processing facilitation and dispute facilitation services. The Platform Fee is non-refundable except in cases of: (a) verified platform error; (b) Seller-initiated cancellation; or (c) refund triggered by Seller fault (defective product, incorrect product, non-delivery), in which case the Platform Fee shall be refunded to the Buyer and recovered from the Seller. Chiblu’s obligation to refund the Platform Fee in Seller-fault cases is contingent upon successful recovery from the Seller. Where recovery from the Seller is not possible, Chiblu reserves the right to limit or deny the Platform Fee refund. All charges are disclosed to the Buyer prior to checkout.

6.3Subscription Plans for Sellers
Sellers may subscribe to tiered monthly Subscription Plans as published on the Platform’s pricing page (chiblu.com/seller#pricing). Subscription plans include a free tier with limited features and paid tiers with enhanced capabilities. Subscription fees are billed in advance, include applicable GST at 18%, and are non-refundable for the current billing cycle.

6.4TCS and TDS Compliance
As an e-commerce operator, Chiblu is required to collect Tax Collected at Source (TCS) at one percent (1%) (comprising 0.5% CGST and 0.5% SGST for intra-state supplies, or 1% IGST for inter-state supplies) on the net value of taxable supplies made through the Platform, in compliance with Section 52 of the CGST Act, 2017. TCS is deducted from the Seller’s payout at the time of settlement. Chiblu shall file GSTR-8 monthly and provide TCS certificates to Sellers. Where an Order is cancelled or refunded after TCS deduction, the TCS shall be adjusted in the subsequent monthly GSTR-8 filing in accordance with applicable GST law. Sellers will be notified of any TCS adjustments.

6.5GST on Platform Fee
GST at the applicable rate (currently 18%) is charged on the Platform Fee and reflected in the checkout breakdown provided to the Buyer. Chiblu shall issue a GST-compliant tax invoice to Buyers for the Platform Fee collected. The invoice shall be available for download from the Buyer’s account on the Platform.

6.6Chiblu reserves the right to modify pricing, fees, and Subscription Plans with at least thirty (30) days’ prior written notice to affected Users. Changes shall not affect Orders already confirmed or current billing cycles.

7.1Payment Processing
All payments on the Platform are processed by Razorpay Software Private Limited (“Payment Partner”), a licensed Payment Aggregator regulated by the Reserve Bank of India. Chiblu does not directly collect, handle, or store sensitive payment credentials including card numbers, bank account details, or UPI PINs. All payment data is encrypted and processed in compliance with PCI DSS Level 1 standards.

7.2Fund Flow & Escrow
When a Buyer makes a payment through Chiblu Checkout, the funds are held in an RBI-compliant escrow account maintained by the Payment Partner (Razorpay). Chiblu does not hold, control, or guarantee the safety of funds held by the Payment Partner. The security of funds in escrow is subject to the Payment Partner’s terms of service and applicable RBI regulations. The payment is split and settled through Razorpay Route as follows: the Seller’s share (Product price minus TCS, TDS, and any applicable deductions) is transferred to the Seller’s linked account upon settlement, and Chiblu’s share (Platform Fee plus taxes collected) is retained in Chiblu’s account with the Payment Partner.

7.3Settlement to Sellers
Seller payouts are initiated within seven (7) days from confirmed delivery of the Product to the Buyer. Delivery confirmation may occur through Buyer confirmation, time-based auto-confirmation (ten (10) days from shipment if no Buyer action), or platform review. If the Buyer confirms receipt before the seven-day period, the settlement may be released earlier.

7.4Settlement Hold for Disputes
In the event of a Buyer-initiated dispute, the Seller payout may be held until resolution of such dispute, not exceeding thirty (30) days from the date of delivery confirmation.

7.5Chargebacks and Reserve
In the event of a chargeback initiated by the Buyer’s bank or card issuer, the chargeback amount shall be recovered from the Seller’s pending or future payouts. Chiblu shall use reasonable efforts to verify the legitimacy of chargebacks before recovering amounts from Sellers. Where Chiblu determines that a chargeback is fraudulent or initiated by the Buyer in bad faith, Chiblu shall not recover the amount from the Seller. Sellers are contractually liable for legitimate chargebacks arising from their transactions. Chiblu may maintain a rolling reserve of up to ten percent (10%) of Seller payouts for up to ninety (90) days to cover chargebacks and disputed transactions. The reserve percentage may be adjusted based on the Seller’s dispute history. Chiblu further reserves the right to pursue recovery of chargeback amounts from the Seller through legal means, including set-off against future payouts and direct recovery.

7.6Use of the payment services on the Platform is additionally subject to Razorpay’s terms of service. Chiblu shall not be liable for any delays in settlement, refunds, or payment processing caused by the Payment Partner’s service disruptions, regulatory actions, or technical failures. Chiblu reserves the right to change its Payment Partner at any time.

8.1Seller's Policy Governs
All cancellations, returns, refunds, replacements, and exchanges are governed by the Seller’s stated policy as displayed on the Seller’s store or product listing at the time of purchase. Many Sellers operate with no-return, no-refund, no-cancellation, or no-exchange policies. Buyers acknowledge and accept that such policies are binding, subject to Section 8.6 (Consumer Protection Facilitation).

8.2Product-Specific Cancellation Rules
Regular Products: Cancellation is subject to the Seller’s stated cancellation policy. If the Seller’s policy does not permit cancellation, the order is non-cancellable.

8.3Chiblu Checkout Dispute Facilitation
For orders paid through Chiblu Checkout, Chiblu may, at its discretion, facilitate communication between Buyer and Seller for the following issues, regardless of the Seller’s stated return policy:

8.4Video Evidence
Both Buyers and Sellers are strongly encouraged to submit video evidence to support any dispute or claim. The video should be a minimum of one (1) minute in duration, a single continuous uncut recording from start to end, unedited and unaltered, and recorded at the time of delivery (Buyer) or dispatch (Seller). The absence of video evidence will be considered as one factor among all available evidence and may affect the outcome of the dispute.

8.5Refund Processing
Where a refund is approved by the Seller or facilitated through dispute resolution, it shall be processed to the Buyer’s original payment method. Chiblu shall initiate the refund process within five (5) to ten (10) business days from refund approval, subject to the processing timelines of the Payment Partner and the Buyer’s bank. Chiblu does not guarantee or assure the completion of the refund within any specific period and shall not be liable for delays caused by the Payment Partner, banking systems, or any third party.

8.7Full details are set out in the Refund & Cancellation Policy, which forms an integral part of these Terms.

9.1By submitting Content on the Platform (including product images, descriptions, reviews, and feedback), you grant Chiblu a non-exclusive, royalty-free license to use, display, reproduce, and distribute such Content solely for the purposes of operating, marketing, and promoting the Platform. This license terminates thirty (30) days after the Content is removed by you or your account is closed. Chiblu shall not sublicense User Content to third parties for purposes unrelated to Platform operation without the User’s prior consent.

9.2Users shall not submit Content that is unlawful, infringing, misleading, defamatory, obscene, harmful, or violative of any third-party rights. Users are solely responsible for the Content they submit.

9.3All rights, title, and interest in the Platform, including its source code, design, layout, logos, trademarks (“Chiblu” and associated marks), graphics, and proprietary technology, are and shall remain the exclusive property of Chiblu India (OPC) Private Limited. No User shall reproduce, duplicate, copy, modify, reverse-engineer, or create derivative works from any part of the Platform without express written consent.

9.4If you believe that any Content on the Platform infringes your intellectual property rights, you may submit a written notice to support@chiblu.com with details of the infringement, the infringing material, and a statement of good faith belief. Chiblu will review such notices and take appropriate action in accordance with the Information Technology Act, 2000.

11.1Chiblu reserves the right to monitor transactions, user behaviour, and platform activity for suspicious, fraudulent, or potentially illegal activity, including but not limited to fake orders to inflate seller ratings, money laundering through repeated buy-sell cycles, return or refund fraud, coordinated account manipulation, and collusion between accounts.

11.2Users engaging in activities reasonably believed to constitute fraud, money laundering, or collusion may have their accounts suspended immediately pending investigation. Chiblu may limit transaction volumes, require additional verification for high-value orders, and report suspicious activity to the appropriate law enforcement and regulatory authorities. Chiblu maintains compliance with the Prevention of Money Laundering Act, 2002 and applicable RBI guidelines, and cooperates with the Financial Intelligence Unit – India (FIU-IND) as required by law.

11.3Chiblu shall not be liable for any losses incurred by a User as a result of account suspension or transaction restriction undertaken in good faith under this section.

12.1The Platform may integrate with or provide links to third-party services, including payment gateways (Razorpay), KYC verification providers, logistics partners, communication services, and analytics tools. Such services are provided “as is” and are governed by their respective terms and conditions.

12.2Chiblu assumes no liability for the availability, accuracy, content, or practices of third-party services. Any interaction with third-party services is at the User’s own risk.

12.3External links on the Platform do not imply endorsement by Chiblu.

13.1In compliance with Rule 6(2)(b) of the Consumer Protection (E-Commerce) Rules, 2020, Chiblu hereby discloses that Products displayed on the Platform are ranked and sorted based on the following parameters, listed in approximate order of relative importance: relevance to the Buyer’s search query or browsing context; recency of the Product listing; Seller performance metrics including order fulfilment rate, customer ratings, and complaint history; Product popularity based on views, purchases, and customer engagement; processing and dispatch speed; geographic proximity of the Seller to the Buyer, where relevant.

13.2Chiblu does not currently offer paid placement or sponsored listings. If paid ranking features are introduced in the future, they shall be clearly labelled as “Sponsored” or “Promoted” in compliance with applicable law.

13.3Chiblu reserves the right to modify ranking parameters and their relative weighting at any time to improve Buyer experience and Platform quality.

13.4Chiblu shall not discriminate between Sellers of the same category in relation to onboarding, ranking, or access to platform features, except based on objective criteria such as performance metrics, compliance status, and subscription tier.

14.1The Platform, including all content, features, and services, is provided on an “as is” and “as available” basis. To the maximum extent permitted by applicable law, Chiblu expressly disclaims all warranties, whether express, implied, statutory, or otherwise, including without limitation implied warranties of merchantability, fitness for a particular purpose, non-infringement, and any warranties arising from course of dealing or usage of trade.

14.2Chiblu does not warrant that the Platform will be uninterrupted, error-free, secure, or free of viruses or other harmful components. Chiblu does not warrant the accuracy, reliability, or completeness of any information or content on the Platform.

14.3Chiblu does not guarantee, warrant, or assure any particular outcome in relation to refunds, returns, exchanges, replacements, dispute resolution, payment processing, product quality, delivery, or any other aspect of transactions between Buyers and Sellers. All such matters are between the Buyer and the Seller, and Chiblu’s role is limited to providing the technology platform and facilitating communication.

14.4Nothing in these Terms shall exclude or limit any warranty or liability that cannot be lawfully excluded or limited under applicable Indian law, including the Consumer Protection Act, 2019.

15.1To the maximum extent permitted by applicable law, Chiblu, its directors, officers, employees, agents, and affiliates shall not be liable for any indirect, incidental, special, consequential, punitive, or exemplary damages arising from or in connection with the use of the Platform, any transaction between Buyers and Sellers, any dispute facilitation decision, or any breach of these Terms.

15.2In any event, Chiblu’s total aggregate liability to any User for all claims arising from or in connection with the use of the Platform, including claims arising from dispute facilitation, refund processing, and any actions taken under these Terms or the Refund & Cancellation Policy, shall not exceed the higher of: (a) the total fees paid by the User to Chiblu in the twelve (12) months preceding the event giving rise to the claim, or (b) ₹5,000 (Rupees Five Thousand).

15.3This limitation of liability shall apply to the fullest extent permitted by law and shall survive any termination of these Terms. Nothing in this section shall limit liability for fraud, gross negligence, wilful misconduct, or any liability that cannot be excluded under the Consumer Protection Act, 2019.

16.1You agree to indemnify, defend, and hold harmless Chiblu India (OPC) Private Limited, its directors, officers, employees, agents, and affiliates from and against any and all claims, losses, damages, liabilities, costs, and expenses (including reasonable legal fees) arising out of or in connection with: (a) your use of the Platform; (b) your violation of these Terms or any applicable law; (c) your violation of any third-party rights; or (d) any Content submitted by you.

16.2Chiblu agrees to indemnify Users against losses directly caused by Chiblu’s gross negligence or wilful misconduct in the operation of the Platform.

17.1Your submission and use of personal information on the Platform is governed by Chiblu’s Privacy Policy, which is compliant with the Digital Personal Data Protection Act, 2023 (DPDP Act) and applicable rules thereunder.

17.2By using the Platform, you consent to the collection, use, storage, and processing of your personal data as described in the Privacy Policy. Chiblu acts as a Data Fiduciary under the DPDP Act.

17.3Your rights as a Data Principal, including the right to access, correction, erasure, withdrawal of consent, grievance redressal, and nomination, are detailed in the Privacy Policy.

18.1By registering on the Platform, you consent to receive transactional communications related to your account, Orders, payments, and Platform updates via email, SMS, and push notifications.

18.2Promotional or marketing communications will be sent only with your explicit opt-in consent. You may opt out of promotional communications at any time by using the unsubscribe mechanism provided in each communication or by writing to support@chiblu.com.

18.3All commercial communications are sent in compliance with the Telecom Regulatory Authority of India (TRAI) regulations and applicable DLT registration requirements.

Step 1 – Platform Mediation:
The aggrieved party shall first raise the Dispute through the Platform’s grievance mechanism by contacting support@chiblu.com. Chiblu shall acknowledge the Dispute within forty-eight (48) hours and endeavour to mediate a resolution within thirty (30) days.

Step 2 – Arbitration:
If the Dispute is not resolved through mediation within thirty (30) days, either party may refer the Dispute to binding arbitration under the Arbitration and Conciliation Act, 1996, as amended. The arbitration shall be conducted by a sole arbitrator mutually appointed by the parties. The seat of arbitration shall be Bengaluru, Karnataka, India. The language of arbitration shall be English. The arbitrator’s decision shall be final and binding.

Step 3 – Courts:
Subject to the arbitration clause above, the courts at Bengaluru, Karnataka shall have jurisdiction over any proceedings arising from or relating to these Terms.

21.1Chiblu operates as an intermediary as defined under Section 2(1)(w) of the Information Technology Act, 2000. Chiblu claims the benefit of safe harbour provisions under Section 79 of the IT Act, subject to compliance with applicable due diligence obligations.

21.2Chiblu observes due diligence in accordance with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, including content moderation, takedown mechanisms, and cooperation with government and law enforcement agencies.

21.3Upon receiving actual knowledge or being notified by the appropriate Government or its agency or by a court order that any Content hosted on the Platform is being used to commit an unlawful act, Chiblu shall expeditiously take down or disable access to such Content.

23.1Chiblu reserves the right to modify, update, or amend these Terms at any time. Material changes shall be communicated to Users at least thirty (30) days prior to the effective date through email notification to the registered email address or prominent notice on the Platform.

23.2Continued use of the Platform after the effective date of any modification constitutes acceptance of the revised Terms. If you do not agree with the revised Terms, you must discontinue use of the Platform and close your account.

23.3Chiblu further reserves the right to modify, suspend, or discontinue any part of the Service without liability, provided that Sellers with active Subscription Plans shall receive prorated refunds for any period of discontinued Service.

25.1You may terminate your account at any time by writing to support@chiblu.com. Upon termination: (a) all pending Orders will be fulfilled or cancelled per the Refund & Cancellation Policy; (b) any outstanding Seller payouts will be settled within thirty (30) days, subject to resolution of pending disputes, chargeback reserves, and applicable deductions; (c) Subscription fees for the current billing cycle are non-refundable.

25.2Chiblu may suspend or terminate your account without prior notice for violations of these Terms, fraudulent activity, or as required by law. Where practicable, Chiblu will provide reasons for termination.

25.3Upon termination, your Content licenses shall terminate as per Section 9. Chiblu shall retain your data for the period required by applicable law and thereafter delete it in accordance with the Privacy Policy.

28.1These Terms, together with the Seller Terms & Conditions, Buyer Terms & Conditions, Refund & Cancellation Policy, and Privacy Policy, constitute the entire agreement between you and Chiblu regarding the use of the Platform and supersede all prior communications, agreements, and understandings, whether oral or written.

28.2In the event of a conflict between these Terms and the supplementary documents, the following order of precedence shall apply: (1) the specific Seller Terms or Buyer Terms applicable to the User’s role; (2) the Refund & Cancellation Policy; (3) these Terms & Conditions; (4) the Privacy Policy.