Terms of service

Introduction

These Terms of Use (“Terms”) constitute a binding legal agreement governing your access to and use of the website www.thesustainablemarketplace.in, any associated mobile application, and social media accounts (collectively, the “Platform”). This document is an electronic record prepared in accordance with the Information Technology Act, 2000 and applicable rules, and does not require physical or digital signatures.
All services, communications, and marketplace operations on the Platform are provided under the brand name The Sustainable Marketplace™. As used in these Terms, The Sustainable Marketplace™ refers to the Platform and its authorized operators. By accessing the Platform, you acknowledge that all interactions are governed by these Terms under this brand identity.
By accessing or using the Platform, you affirm that you have read, understood and consented to be bound by these Terms and all additional policies referenced herein, including but not limited to the Privacy Policy, Return Policy, Shipping Policy.
The Sustainable Marketplace™ functions solely as an e-commerce marketplace intermediary, enabling third‑party sellers to list and sell their products. Unless expressly indicated otherwise, The Sustainable Marketplace™ does not own, manufacture or control the products listed by sellers. The contract for sale of any product shall be a strictly bipartite contract between the Seller and the User. The Sustainable Marketplace™ is not a party to such contracts and shall have no obligations or liabilities in respect of them.

Product Information & Sustainable Claims

The Platform does not warrant that product descriptions, sustainable certifications, or environmental impact claims provided by Sellers are accurate, complete, or error-free. The Sustainable Marketplace™ relies on Seller self-attestation, information provided and third-party documentation.
The Sustainable Marketplace™ strives to partner with brands that align with our Zero-Virgin Plastic Standards. While we establish these criteria for Seller onboarding, all specific product descriptions, images, scientific claims, and certifications (such as Organic, GOTS, or Fair Trade) are provided directly by the respective Sellers.
The Platform relies on documentation, information and self-attestations provided by Sellers. We do not independently lab-test products listed on the Platform. Consequently, The Sustainable Marketplace™ does not warrant that product information is 100% accurate or complete.

Acceptance, Modifications & Eligibility

Your use of the Platform constitutes full acceptance of these Terms. If you do not agree with any provision, you must discontinue use immediately.
The Sustainable Marketplace™ reserves the right to modify, update or replace portions of these Terms at any time. Revised Terms become effective upon publication on the Platform. Continued access constitutes deemed acceptance. Revised Terms become effective upon publication on the Platform. Continued access constitutes deemed acceptance. By continuing to access or use the Platform, you provide your informed consent to the collection, storage, and processing of your personal data as described in our Privacy Policy.
In accordance with our commitment to supporting a safe community, we do not permit children (persons below the age of 18 years) to use our Platform without their parent or guardian’s express consent and supervision.
“User” includes any person who accesses, visits, browses, interacts with or transacts through the Platform, regardless of whether they create an account or not.
All voluntary donations made at checkout are final and non-refundable. The Sustainable Marketplace™ reserves the right to share donor details with designated charitable organization to support lawful purposes. Furthermore, the Platform commits to matching all user donations and remitting the combined funds to the respective charitable organization to further align with our community impact goals.

Account Registration, Security and Responsibilities

Certain features require creation of a user account. You must provide complete, accurate and up‑to‑date information during registration.
You agree not to:

Provide false, misleading or incomplete information.
Use another person’s login credentials.
Create multiple accounts to exploit offers or promotions.

You are responsible for maintaining confidentiality of your account credentials. All activities performed under your account shall be deemed authorised by you.
You must notify The Sustainable Marketplace™ immediately in case of:

Unauthorised access to your account.
Suspected identity theft.
Breach of security.

The Sustainable Marketplace™ may suspend, restrict or permanently disable accounts that:

Violate these Terms;
Provide inaccurate or fraudulent information;
Engage in misuse, fraud or illegal activity.

Pricing & Payments

While we and our Sellers strive for accuracy, geographical or typographical errors in pricing may occur. In the event a product is listed at an incorrect price, The Sustainable Marketplace™ reserves the right to refuse or cancel any orders placed for that product, regardless of whether the order has been confirmed and payment has been processed.
If we cancel an order due to a pricing error after your payment has been processed, we will issue a full refund to your original payment method. We are not obligated to provide the product at the incorrect price.
The Sustainable Marketplace™ acts as an intermediary and does not manipulate the price of any goods or services to gain unjustified profit or discriminate between users of the same class. While we and our Sellers strive for accuracy, geographical or typographical errors in pricing may occur.

Privacy & Data Handling

Personal information collected from Users is processed in accordance with the Privacy Policy. By using the Platform, you expressly consent to:

Collection, storage and processing of your information.
Sharing information with third‑party service providers including logistics partners, analytics providers, and payment gateways.
Disclosure of information to legal authorities when mandated by law.

If you disagree with the Privacy Policy, you must discontinue all use of the Platform.
You may request deactivation of your account at any time by contacting The Sustainable Marketplace™ at customercare@thesustainablemarketplace.in.
To ensure the security of your data, identity verification steps may apply before the request is processed.

Nature of Platform, Disclaimers & Warranties

The Sustainable Marketplace™ operates as a marketplace facilitating transactions between Users and independent sellers. Product information, quality, packaging, composition and claims are provided directly by Sellers.
The Platform is provided on an “as is” and “as available” basis. The Sustainable Marketplace™ disclaims all warranties, express or implied.
The Sustainable Marketplace™ does not warrant that:

The Platform will be uninterrupted or error‑free;
Product listings are accurate, complete or current;
Products meet your expectations;
The Platform is free from viruses or harmful components.

Sustainable Marketplace™ shall not be liable for:

Personal injury or property damage resulting from product use;
Misrepresentations by third‑party sellers;
Unauthorised access to stored User information;
Service interruptions, technical delays or failures;
Losses resulting from reliance on Platform content.
Customer grievances will be acknowledged within 48 hours and resolved within one month, subject to legal and operational constraints.

User Conduct and rules of the platform

General Obligations: You agree, undertake, and confirm that your use of the Platform shall be strictly governed by the following binding principles:
Prohibited Content: You shall not host, display, upload, modify, publish, transmit, update, or share any information that:
Belongs to another person and to which you do not have any right;
Is grossly harmful, harassing, blasphemous, defamatory, obscene, pornographic, pedophilic, libelous, invasive of another's privacy (including bodily privacy), hateful, or racially, ethnically objectionable, disparaging, relating or encouraging money laundering or gambling, or otherwise unlawful in any manner whatever; or unlawfully threatening or unlawfully harassing including but not limited to "indecent representation of women" within the meaning of the Indecent Representation of Women (Prohibition) Act, 1986;
Is misleading in any way;
Is patently offensive to the online community, such as sexually explicit content, or content that promotes obscenity, pedophilia, racism, bigotry, hatred, or physical harm of any kind against any group or individual;
Harasses or harassment any other another person;
Involves the transmission of "junk mail", "chain letters", or unsolicited mass mailing or "spamming";
Infringes upon or violates any third party's rights [including, but not limited to, intellectual property rights, rights of privacy (including without limitation unauthorized disclosure of a person's name, email address, physical address or phone number) or rights of publicity];
Promotes an illegal or unauthorized copy of another person's copyrighted work;
Contains restricted or password-only access pages, or hidden pages or images;
Provides instructional information about illegal activities such as violating someone's privacy, or providing or creating computer viruses;
Tries to gain unauthorized access or exceeds the scope of authorized access to the Platform or to profiles, blogs, communities, account information, bulletins, friend request, or other areas of the Platform;
Interferes with another User's use and enjoyment of the Platform;

Prohibition of Abuse and System Integrity

You shall not use any "deep-link", "page-scrape", "robot", "spider" or other automatic device, program, algorithm or methodology, or any similar or equivalent manual process, to access, acquire, copy or monitor any portion of the Platform or any Content, or in any way reproduce or circumvent the navigational structure or presentation of the Platform. You must not conduct any systematic or automated data collection activities (including without limitation scraping, data mining, and data harvesting) on or in relation to this Platform without express written consent.
You shall not engage in any activity that results in fraudulent purchases, including but not limited to the use of stolen credit/debit cards, creation of duplicate accounts to manipulate offers, or the initiation of bad-faith chargebacks. The Platform reserves the right to cancel any order and suspend accounts suspected of such activity without prior notice.
You shall not attempt to gain unauthorized access to any portion or feature of the Platform, or any other systems or networks connected to the Platform, by hacking, password "mining" or any other illegitimate means. You shall not probe, scan or test the vulnerability of the Platform or breach the security or authentication measures.
You shall not use the Platform or any Content for any commercial purpose that is not expressly permitted by these Terms. This includes, without limitation, the advertisement or promotion of external goods, services, or third-party websites without prior written authorization from the Platform.
You shall not use any language or engage in any behavior that is abusive, threatening, or harassing towards the Platform’s staff, customer support representatives, or logistics partners. The Platform maintains a zero-tolerance policy for verbal or written abuse; any such behavior will result in immediate termination of access.
You shall not use the Platform or any Content for any purpose that is unlawful or prohibited by these Terms of Use, or to solicit the performance of any illegal activity or other activity which infringes the rights of the Platform or others.

User Reviews , Feedback and Submissions

At The Sustainable Marketplace™, we encourage authentic feedback to assist our community in making informed, conscious choices. By submitting a review, you represent and warrant that:

The review is based on your genuine, personal consumer experience with the specific product purchased on the Platform.
The content of the review is factually correct and does not contain any false, deceptive, or misleading information.
The review shall not contain any content that is libelous, defamatory, harassing, threatening, inflammatory, or otherwise unlawful as defined under Section 6 of these Terms.
You shall not include private information such as phone numbers, email addresses, or personal details of any individual within the review.

To maintain a fair digital ecosystem, the following activities are strictly prohibited and may lead to immediate account suspension:

Reviews containing advertising, promotional links, or solicitations for third-party services.
Reviews submitted in exchange for monetary compensation, free products, or as part of a coordinated campaign (including competitor-driven negative reviews).
Submitting content while impersonating any person or entity.

MODERATION AND RIGHTS:

The Platform reserves the right, but not the obligation, to monitor, edit, or remove any review that violates these Terms or is deemed inappropriate at its sole discretion.
By posting a review, you grant The Sustainable Marketplace™ a perpetual, worldwide, royalty-free, and irrevocable license to use, reproduce, and display such content across our promotional channels.
The Platform is not responsible for the opinions expressed in User reviews. All views are those of the individual author and do not reflect the views of the Platform.

Intellectual Property Rights

All Platform content and intellectual property rights, including trademarks, copyrights (such as The Sustainable Marketplace™), design elements, text, graphics, icons, images, software, and code, are owned or licensed for use.
Users may access Platform content only for personal use. Reproduction, distribution, reverse engineering or commercial use is prohibited without written consent.
The selection, coordination, and arrangement of all products and content on this Platform—including the 'Zero-Virgin Plastic Standards' and curated sustainability criteria—is the exclusive intellectual property of Being Sustainable Private Limited.

Term , Suspension & Termination

These Terms remain effective while you use the Platform.
The Sustainable Marketplace™ may suspend or terminate access without notice if:

You violate these Terms;
You may not violate any Platform policy or applicable law
Your actions pose risk to the Platform or other Users;
Fraudulent or illegal activity is detected.

Upon termination, all rights granted to the User shall immediately cease.

Third-party Advertisements and Links

Advertisements appearing on the Platform are managed by third‑party advertisers. The Sustainable Marketplace™ does not endorse or verify such advertisements.
Users must address advertisement‑related queries or disputes directly with the advertiser.

Payment Terms

The Platform supports multiple payment methods, including UPI, credit/debit cards, net banking, wallets, and Cash on Delivery (COD) where available, and utilizes third-party apps to facilitate these transactions.
Users must ensure payment information is accurate and authorised.
Orders may be cancelled for payment failures, fraudulent activity or suspicious behaviour.

Cash On Delivery (COD)

COD is available only for eligible orders from select sellers, for specific products, and within designated geographic locations in India.
COD is unavailable for orders exceeding ₹10,000.
COD may include applicable handling charges visible at checkout.

Order Cancellation

Users may cancel orders within 12 hours of purchase or before shipping label created, whichever occurs earlier.
Refusal of delivery without valid cancellation may result in account restrictions.

Returns , Replacements & Refunds

All requests for returns, replacements, and refunds are governed by the specific Returns & Refund Policy available on the Platform. By placing an order, the User agrees to the timelines and conditions set forth in that policy.

Shipping & Delivery

Shipping and delivery of all orders shall be undertaken solely in accordance with the Shipping Policy of The Sustainable Marketplace™.

Indemnification

You agree to indemnify, defend, and hold harmless The Sustainable Marketplace™ (a brand of Being Sustainable Private Limited), its subsidiaries, affiliates, and their respective officers, directors, agents, and employees, from and against any and all losses, liabilities, claims, damages, demands, costs, and expenses (including legal fees and disbursements in connection therewith and interest chargeable thereon) asserted against or incurred by the Company or the Platform that arise out of, result from, or may be payable by virtue of, any breach or non-performance of any representation, warranty, covenant, or agreement made or obligation to be performed by you pursuant to these Terms of Use..
Further, you agree to hold the Company or the Platform harmless against any claims made by any third party due to, or arising out of, or in connection with:

Your use of the Platform in a manner that violates any applicable laws or regulations;
Any content you post, upload, or transmit through the Platform that infringes the intellectual property rights of others;
Your violation of the rights of any third party, including but not limited to privacy rights or defamation.

Liability Limitations

The Sustainable Marketplace™ operates solely as an e-commerce intermediary marketplace facilitating transactions between Users and independent third-party sellers. The Platform does not manufacture, store, distribute, warrant, or sell any products listed, unless expressly stated otherwise. Accordingly, The Sustainable Marketplace™ is not a party to the contract of sale between the User and the Seller, and all product-related claims, disputes, warranties, guarantees, defects, or deficiencies shall be addressed exclusively with the respective Seller.
To the fullest extent permitted under applicable law, The Sustainable Marketplace™ shall not be liable for any indirect, incidental, special, consequential, exemplary, or punitive damages, including but not limited to loss of profits, loss of data, loss of goodwill, or business interruption, arising out of or in connection with:

the use or inability to use the Platform;
any transaction conducted between Users and Sellers; or
any act, omission, representation, or breach by a Seller or third party.

The limitations set out in this Clause apply to the fullest extent permissible and shall operate without prejudice to any non-excludable obligations imposed by applicable law.

Service Territory

Products are intended for sale within India only. Users accessing the Platform from other jurisdictions do so voluntarily and at their own risk

Governing Law & Jurisdiction

These Terms are governed by Indian law.
Delhi Courts shall have exclusive jurisdiction over all disputes.

Contact Information

Email: customercare@thesustainablemarketplace.in

Customer care no +91 94611 03161

Grievance Officer

The Sustainable Marketplace™ has appointed the following Grievance Officer:

Name: H.K.Thakur
Email: customercare@thesustainablemarketplace.in
Customer care no +91 94611 03161
Hours: Monday to Friday, 10:00 AM – 6:00 PM IST

Note: Complaints are acknowledged within 48 hours and resolved within one month from the day they are received.

Promotions & Coupons

Promotions apply only to eligible products.
Only one coupon may be used per order.
The Sustainable Marketplace™ may modify or withdraw any promotion in cases of fraud, abuse or misuse.

The Sustainable Marketplace™ reserves the right to modify, update, or change any part of this policy at any time without prior notice. Any such changes will be effective immediately upon being posted on the Platform. We encourage you to review this page periodically to ensure your actions align with our current standards and to support our commitment to transparent service.