CUSTOMER POLICY & TERMS OF SERVICE

Last Updated: July 30, 2026

Welcome to Momskart (accessible at themomskart.com). Momskart is an online marketplace platform that enables artisan home-cooks and women entrepreneurs ("Sellers") across India to showcase and sell their regional foods, handcrafted delicacies, and specialty products to consumers ("Buyers").

By visiting or purchasing through our website, you agree to be bound by the terms outlined in this Customer Policy, Privacy Policy, Shipping, Return, and Cancellation Terms.

1. NATURE OF PLATFORM & MARKETPLACE INTERMEDIARY

1.1. Intermediary Status: Momskart acts purely as an e-commerce marketplace facilitator under Section 79 of the Information Technology Act, 2000. Momskart provides the technological infrastructure to connect independent Seller-partners with Buyers.

1.2. Production Disclaimer: Momskart is not directly involved in the manufacturing, cooking, packaging, or direct preparation of food items. All food products listed on the platform are freshly prepared and packaged by verified independent home artisans and small business owners.

2. RESOLUTION OF CONCERNS & QUALITY GUARANTEE

2.1. Quality & Packaging Discrepancies: We take quality very seriously. If you receive an order where the packaging is damaged, tampered with, unsealed, or the contents are unsatisfactory/spoiled upon delivery, please notify us within 24 hours of package receipt.

2.2. Reporting Procedure: Send an email to contact@themomskart.com containing:

• Your Order ID

• Unboxing photos or video evidence clearly depicting the issue

• Description of the concern

2.3. Resolution Process: Upon receipt of your claim, Momskart will initiate a joint review with the respective Seller and logistics partner. If the claim is verified as genuine:

• A replacement, coupon code, or direct refund to the original payment source will be issued within 5 to 7 working days based on the severity of the claim.

• 2.4. Visual Variations: Product images on the website are for representation purposes. Because products are homemade and hand-crafted in small batches using seasonal raw materials, minor variations in appearance, color, shape, or weight may occur.

3. CANCELLATION & REFUND POLICY

3.1. Cancellation Before Dispatch: You may request order cancellation prior to dispatch by emailing contact@themomskart.com. If the Seller has not yet initiated preparation/sourcing or handed over the parcel to the logistics partner, a 100% refund will be processed.

3.2. Cancellation After Dispatch: Once an order is dispatched (handed over to courier partners or produced specifically for your order), cancellations cannot be accommodated due to the perishable nature and limited shelf-life of specialty food items.

3.3. Refund Timelines: Approved refunds for canceled or validly disputed orders will be credited back to the original payment method (Credit/Debit Card, Netbanking, UPI, or Wallet) within 5 to 10 working days.

4. SHIPPING & DELIVERY POLICY

4.1. Logistics Partners: To preserve maximum freshness, Momskart partners with premier national logistics providers (including Delhivery, FedEx, and express surface/air partners).

4.2. Delivery Timelines:

• Metro Cities & Standard Locations: 3 to 5 working days from dispatch.

• Specialty / Remote Pincodes: 5 to 7 working days.

• 4.3. Expedited Logistics: Fresh or highly perishable items are prioritized via air express shipping wherever available.

• 4.4. Transit Delays: While we strive for timely delivery, Momskart and its Sellers are not liable for transit delays caused by force majeure events, severe weather, regional strikes, or unexpected logistics failures. In cases where extended transit delays cause product spoilage, Momskart will review claims under our Resolution Policy.

5. PRIVACY & DATA PROTECTION POLICY (DPDP ACT 2023 COMPLIANT)

Momskart is committed to protecting your privacy in accordance with the Digital Personal Data Protection (DPDP) Act, 2023 and applicable rules.

5.1. Information We Collect

• Personal & Contact Info: Name, delivery address, billing address, phone/mobile number, email address, PIN code, and city.

• Technical Information: IP address, browser type, device details, operating system, and browsing behavior on our platform.

• Payment Information: All financial transactions (Credit Cards, UPI, Netbanking) are processed securely through certified PCI-DSS compliant third-party payment gateways. Momskart NEVER collects or stores card details, CVVs, or bank account passwords.

• User Content: Reviews, feedback, or photos posted publicly on our website or social channels.

5.2. How We Use Your Data

We process your personal data strictly for legitimate operational purposes:

• Fulfilling, delivering, and managing your orders.

• Sending transactional SMS, WhatsApp, and email updates regarding your order status.

• Customer support and resolving grievances.

• Improving website functionality, user experience, and personalized recommendations.

• Marketing communications and promotional updates (only if you have opted in).

5.3. Data Principal Rights & Policy Updates

Under the DPDP Act 2023, you have the right to access, correct, or request the deletion of your personal data stored with us.

• Policy Changes: Material modifications to this Privacy Policy will be published on this page with an updated "Last Modified" date. Prominent updates may be notified via email.

• Data Erasure Requests: To request account deletion or data erasure, write to us at contact@themomskart.com

6. ALLERGEN & FOOD SAFETY DISCLAIMER

6.1. Allergen Notice: Products on Momskart are crafted in authentic home kitchens and micro-facilities. They may come into contact with common food allergens including nuts, gluten, sesame, dairy, mustard, or soy. Buyers with severe allergies must carefully review product ingredient labels or contact customer support prior to purchasing.

6.2. FSSAI Compliance: Momskart enforces mandatory FSSAI registration/licensing verification for all onboarded Sellers. Sellers are individually accountable for maintaining hygiene, safety, and quality standards in accordance with FSSAI rules.

7. STATUTORY GRIEVANCE REDRESSAL MECHANISM

(In compliance with Rule 4(4) of the Consumer Protection (E-Commerce) Rules, 2020)

If you have any unresolved complaints, feedback, or grievances regarding our products, services, or data privacy practices, please reach out to our designated Grievance Officer:

• Name of Officer: [CA Urvashi Porwal]

• Designation: Grievance & Legal Compliance Officer

• Entity Name: Momskart

• Office Address: [56, New Dewas Road Malwa Mill Indore 452003 ]

• Email: [Insert Grievance Email, contact@themomskart.com]

• Contact Phone: [+919425301050]

Redressal SLA (Service Level Agreement):

• Acknowledgment: We will acknowledge your grievance within 48 hours of receipt.

• Resolution: We aim to resolve all grievances within 30 days from the date of receipt.

8. GOVERNING LAW & JURISDICTION

This policy and all transactions conducted on Momskart are governed by the laws of India. Any legal action, dispute, or proceeding arising out of or related to this platform shall be subject to the exclusive jurisdiction of the competent courts located in [Insert Operating City, e.g., Bhopal, Madhya Pradesh], India.

FSSAI License / Registration No (Momskart): [21421850003513]