1. Terms of Service (Terms of Use)
Your Terms of Service is the foundation of your online business. It forms a binding contract between your business and your customer. For Indian e‑commerce sites, clarity is paramount to defend against consumer disputes.
Critical Sections to Include
- Order Formation: Clearly state that the order is an offer to buy and the contract is formed only when you accept payment or dispatch goods.
- Pricing & GST: Explicitly mention whether product prices include GST. If GST is charged extra, clarify where it is calculated.
- Limitation of Liability: Limit your liability to the order value. Exclude indirect or consequential damages where the law allows.
- Intellectual Property: Declare your ownership of website text, images, and brand name. Prohibit unauthorised use or replication.
- Jurisdiction: Specify the governing law (Indian Law) and choose a local court (e.g., Surat) for disputes to reduce litigation costs.
2. Privacy Policy
As digital commerce grows in India, data transparency is no longer optional. A high-quality Privacy Policy builds immense trust.
What to Publish
- Data Collection: Be specific: contact details (name, email, phone), delivery address, and payment transaction metadata.
- Purpose: Explain clearly that data is used for order fulfilment, delivery logistics, tax compliance, and analytics.
- Third-party Sharing: List your partners (e.g., Razorpay, ShipRocket, cloud providers) and link to their policies.
- Retention: Maintain records for the period required by tax laws (GST, Income Tax).
- Rights: Provide a clear email/phone contact for customers to request data access or deletion.
3. Refund & Returns Policy
A vague refund policy is the fastest way to invite consumer complaints. Use a table format for quick readability:
| Scenario | Return Window | Refund Mode |
|---|---|---|
| Defective/Damaged | 7 Days | Original Payment |
| Wrong Product | 7 Days | Original Payment |
| Change of Mind | Not Allowed | N/A |
4. Accessibility & Cookies
Accessibility: Small e‑commerce sites should strive for basic WCAG compliance. Publish a brief statement detailing your goal (e.g., "We strive to ensure our site is accessible to all users...") and a contact for issues.
Cookies: Keep this simple. Use a banner to disclose: "We use cookies for site functionality and analytics to improve user experience." Offer a simple opt‑out link or setting.
Frequently Asked Questions
How long should a refund take?
Refunds typically take 7–14 business days after inspection. Always state a clear timeframe.
Do Indian e-commerce sites need to comply with the DPDP Act?
Yes. The Digital Personal Data Protection Act, 2023 applies to all businesses collecting personal data in India. Your Privacy Policy must reflect its requirements.
Do I need a Cookie Banner in India?
Best practice is to disclose tracking, especially if serving EU/international traffic or for compliance.
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