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.
Is an 11-month rent agreement valid?
Yes, but strictly as a License. For commercial shops, leases are different.
Do I need a Cookie Banner in India?
Best practice is to disclose tracking, especially if serving EU/international traffic or for compliance.
Need professional drafts?
I can prepare ready-to-publish DOCX and PDF documents for your e‑commerce site. WhatsApp Tirth to get your custom set today.