Terms & Conditions of Service

1. Electronic Record & Acceptance of Terms

This document is an electronic contract formulated in accordance with the Information Technology Act, 2000, the rules framed thereunder, and the amended provisions pertaining to electronic records in various statutes as amended by the Information Technology Act, 2000. It also complies with the Consumer Protection (E-Commerce) Rules, 2020.

This document does not require any physical, electronic, or digital signature. By accessing, downloading, browsing, or placing an order on the Kolkata Baazar Customer Mobile Application (com.kolkatabazar.customer), Kolkata Baazar Partner Application (com.kolkatabazar.partner), or website (https://kolkatabaazar.in), you enter into a legally binding agreement with Kolkata Baazar Technologies Private Limited.

2. Eligibility & Account Registration

• Age Requirement: You must be at least 18 years of age to register an account and place orders on the platform.
• OTP Authentication: User registration and login are performed via dynamic One-Time Password (OTP) dispatched to your valid Indian mobile telephone number (+91). You agree to keep your credentials confidential and immediately notify us of any unauthorized use.
• Accuracy: You agree to provide true, accurate, and complete information, including your full delivery address and landmark in Kolkata.

3. Hyperlocal Serviceable Geofence & ETAs

Kolkata Baazar operates dedicated micro-fulfillment dark stores across Kolkata, including our flagship Shapoorji Newtown Dark Store Hub (KB-SN-01) servicing Newtown Action Area I, II, III, Shapoorji Sukhobristi, EcoSpace, and adjacent Kolkata municipal wards.

• Delivery availability is determined automatically by calculating the real-time distance from our dark store to your location.
• Estimated delivery times (ETAs) are dynamically calculated based on transit distance and live Kolkata traffic congestion. While we target 10–30 minute fulfillment, unexpected severe weather (such as heavy monsoon downpours or waterlogging) may result in safe transit delays.

4. Perishable Goods, Butchery Yields & Bengali Cuts

• Weighing Principle: Whole fresh catch is weighed gross prior to cleaning, descaling, gutting, and custom cutting.
• Net Weight Yield: Depending on the product and butchery cut chosen, natural yield varies between 75% and 88% of gross whole weight due to removal of scales, gills, viscera, and inedible parts. Net yield ranges are clearly stated prior to cart addition.
• 100% Formalin-Free Guarantee: In strict compliance with Food Safety and Standards Authority of India (FSSAI) regulations, all fresh seafood and meat batches undergo morning chemical testing to guarantee zero formalin, zero ammonia, and zero chemical preservatives.
• Strict 0–4°C Cold Chain: Products are maintained in temperature-controlled chillers and transported by delivery partners in food-grade insulated thermal bags with ice-gel packs.

5. Pricing, GST Invoices & Payment Terms

• All prices listed on the application include applicable Goods and Services Tax (GST) as per the Government of India rates.
• Digital GST-compliant tax invoices are issued for every completed transaction and made available under your account profile.
• Online payments are securely processed through RBI-authorized payment aggregators (e.g. Razorpay). Kolkata Baazar does not collect or store sensitive credit/debit card numbers or UPI MPINs.
• In the event of pricing display anomalies due to technical glitches, we reserve the right to cancel affected orders and issue a full immediate refund.

6. Order Cancellation, Instant Refunds & Quality Guarantee

Because our products are highly perishable fresh foods subjected to customized dark-store butchery, specific fair cancellation terms apply:

A. Cancellation Window

• Free Instant Cancellation: Orders can be canceled without fee within 60 seconds of order placement.
• Post-Butchery Window: Once customized meat or fish cutting has commenced at the dark store hub, cancellation cannot be accepted because custom-cut fresh perishable items cannot be re-shelved or resold.

B. Quality Guarantee & 2-Hour Reporting Window

• If you receive an item with damaged tamper-evident packaging, temperature inconsistency, or incorrect butchery cut, notify us within 2 hours of delivery via our in-app Help Desk or WhatsApp hotline (+91 98300 99881).
• Upon verification of product photos or rider report, we issue an instant replacement or a full refund directly to your original payment method within 2 to 4 hours.

7. Delivery Partner Safety & Customer Conduct

Our delivery partners are essential front-line workers navigating Kolkata roads to deliver fresh food swiftly and safely.

• Customers agree to treat delivery riders with courtesy, dignity, and respect. Abusive behavior, threats, harassment, or unlawful detention of delivery riders will result in immediate permanent account termination and referral to law enforcement.
• Contactless delivery can be selected at checkout, in which case the delivery partner will deposit the insulated bag at your doorstep and notify you via SMS or phone call.

8. Intellectual Property

All brand logos, trade names, UI designs, codebases, illustrations, photographs, and text on Kolkata Baazar are the proprietary intellectual property of Kolkata Baazar Technologies Private Limited. No content may be duplicated, reverse engineered, or reproduced without prior written authorization.

9. Governing Law & Dispute Jurisdiction

These Terms & Conditions and any disputes arising out of or related to your use of Kolkata Baazar services shall be governed by and construed in accordance with the laws of the Republic of India. The courts situated in Kolkata, West Bengal, shall have exclusive territorial jurisdiction over any legal claims or disputes.

10. Grievance Redressal Mechanism

In adherence to Rule 5(9) of the Consumer Protection (E-Commerce) Rules, 2020, consumers can escalate unresolved queries to our designated Grievance Officer: