1. About the Platform and these Terms
1.1. Phulkario is an online marketplace that connects independent boutiques and tailoring businesses ("Vendors") with end customers ("Customers", "you"). Vendors list ready-made products, custom-stitching services, and measurement/appointment services; Customers browse, order, and pay through the Platform.
1.2. The Company operates the Platform as an intermediary within the meaning of the Information Technology Act, 2000 and the Consumer Protection (E-Commerce) Rules, 2020. Except where expressly stated, the Company is not the seller or manufacturer of products and does not itself stitch garments or render tailoring services. The contract of sale/service for each order is formed between the Customer and the relevant Vendor.
1.3. These Terms & Conditions ("Terms"), together with our Privacy Policy, Refund, Return & Cancellation Policy and Shipping Policy, govern your access to and use of the Platform. By creating an account, placing an order, or otherwise using the Platform, you agree to be bound by these Terms.
1.4. This document is an electronic record under the Information Technology Act, 2000 and does not require any physical or digital signature.
2. Eligibility
2.1. You must be at least 18 years old and competent to contract under the Indian Contract Act, 1872. By using the Platform you represent that you meet these requirements.
2.2. If you use the Platform on behalf of a business (as a Vendor), you represent that you are authorised to bind that business.
2.3. The Platform is intended for use in India. Prices are in Indian Rupees (₹/INR) and taxes are computed under Indian law.
3. Accounts and Authentication
3.1. Sign-up and login. Customers and Vendors may register and sign in using either (a) a mobile phone number with a one-time password (OTP), or (b) an email address with a password. Some accounts created via OTP may not have a password until one is set.
3.2. Account security. You are responsible for maintaining the confidentiality of your login credentials and OTPs, and for all activity under your account. Notify us immediately at support@phulkario.com of any unauthorised use. Authentication tokens are stored locally in your browser/device (see the Privacy Policy).
3.3. Accuracy. You agree to provide true, current, and complete information and to keep it updated. We may suspend accounts that contain false, misleading, or fraudulent information.
3.4. Account deletion. You may delete your account from the account/profile section. On deletion we deactivate and anonymise your profile (your name is replaced, and email/phone are removed) and delete your cart, wishlist, and saved addresses. Order, payment, and invoice records are retained as required for tax, accounting, and legal compliance and to complete any open transactions. Deletion is processed as described in the Privacy Policy.
4. Vendor Onboarding and Obligations
4.1. Approval. Vendor accounts and boutiques are subject to review and approval by the Company before they may transact. We may approve, reject (with reason), suspend, or remove a Vendor or boutique at our discretion, including for policy breaches.
4.2. KYC. Vendors must provide accurate business and KYC information (which may include GST number, PAN, Aadhaar, bank account / UPI details, and supporting documents) for verification, payouts, and statutory compliance. Bank accounts are validated through our payment partner (including penny-drop verification).
4.3. Vendor responsibilities. Each Vendor is solely responsible for: the accuracy of its listings, pricing, stock, and lead times; the legality, quality, and safety of its products and services; fulfilling orders and honouring promised delivery/production dates; tax compliance on its own supplies; and responding to Customer queries, returns, and disputes in line with Platform policies.
4.4. Commissions and fees. Vendors authorise the Company to deduct platform commission and applicable fees from order proceeds before payout, as set out in the Vendor agreement and dashboards.
5. Listings, Orders, and Custom Stitching
5.1. Listings. Product and service information is provided by Vendors. While we strive for accuracy, the Company does not warrant that listings (descriptions, images, pricing, availability, colours as rendered on your screen) are error-free.
5.2. Order placement. Placing an order is an offer to purchase. The order is confirmed when accepted by the Vendor and/or the Platform. Certain custom orders require explicit Vendor approval before processing.
5.3. Custom-stitched and made-to-measure items. For custom stitching you may submit body measurements, reference/inspiration photos, and special instructions. You are responsible for the accuracy of measurements and instructions you provide. Because these items are made specifically for you:
production begins after order confirmation (and Vendor approval where applicable);
a per-item production lead time applies; and
custom-stitched items are not eligible for return except where the item is defective, damaged in transit, or materially different from what was ordered (see the Refund, Return & Cancellation Policy).
5.4. Measurement & appointment services. Measurement and fitting services may be offered as in-store appointments, at-home (on-site) visits, or online. These may require Vendor acceptance and, where applicable, payment after acceptance.
5.5. Pricing and taxes. Prices are displayed in INR and are inclusive or exclusive of taxes as indicated at checkout. A platform fee and/or delivery charges may be added. GST is applied and invoiced in accordance with the Refund/Return Policy and applicable law; tax invoices/receipts are issued on successful payment.
6. Payments
6.1. Payment processing. Online payments are processed by our third-party payment gateway (Razorpay) and related services. The Company does not collect or store your full card details; card and banking data are handled by the PCI-DSS-compliant gateway.
6.2. Payment methods. Supported methods may include online card/UPI/net-banking via the gateway and, where offered by the Vendor, cash on delivery (COD).
6.3. Failed/duplicate payments. If you are charged but the order is not confirmed, the amount is typically auto-reversed by the gateway. Contact support@phulkario.com for assistance.
6.4. Payouts to Vendors. Vendor proceeds (net of commission, fees, and any adjustments such as return-shipping costs) are paid out through the payment partner per the payout schedule, which may include automatic release a set number of days after delivery.
7. Shipping and Delivery
7.1. Delivery may be fulfilled by the Vendor directly ("boutique-managed") or via an integrated logistics partner (e.g., Shiprocket), or collected in-store, as indicated for each order. Timelines, charges, and tracking are described in the Shipping Policy.
7.2. Estimated delivery and production dates are estimates, not guarantees. Risk and title pass to the Customer on delivery.
8. Returns, Replacements, Cancellations, and Refunds
8.1. Returns, replacements, cancellations, and refunds are governed by the Refund, Return & Cancellation Policy, which forms part of these Terms. Eligibility and time windows depend on the item type, the Vendor's settings, and the reason for return.
9. Reviews, Chat, and User Content
9.1. Customers may post reviews, ratings, images, and communicate with Vendors through the in-app chat and support tickets. You must not post content that is unlawful, defamatory, obscene, infringing, misleading, or that contains another person's private information without consent.
9.2. You grant the Company a non-exclusive, royalty-free, worldwide licence to host, display, and use the content you submit (e.g., reviews and images) for operating and promoting the Platform. You are responsible for the content you submit.
9.3. We may moderate, edit, or remove content and may withhold or remove reviews that violate these Terms.
10. Acceptable Use
10.1. You agree not to: (a) use the Platform for any unlawful purpose; (b) infringe intellectual property or other rights; (c) upload malware or attempt to gain unauthorised access; (d) scrape, harvest, or misuse data; (e) interfere with the Platform's operation; (f) impersonate others; or (g) circumvent fees by transacting off-Platform after being introduced through it.
11. Intellectual Property
11.1. The Platform, including its software, design, logos, and content (excluding Vendor and user content), is owned by or licensed to the Company and protected by applicable laws. No rights are granted except as expressly stated. "Phulkario" and associated marks may not be used without prior written permission.
12. Third-Party Services
12.1. The Platform integrates third-party services including payment (Razorpay/RazorpayX), logistics (Shiprocket), push notifications (Firebase Cloud Messaging), image hosting (Cloudinary), and mapping/geocoding. Your use of those features may be subject to the third party's own terms and privacy practices.
13. Disclaimers and Limitation of Liability
13.1. The Platform is provided on an "as is" and "as available" basis. To the maximum extent permitted by law, the Company disclaims all warranties, express or implied, including merchantability, fitness for a particular purpose, and non-infringement.
13.2. As an intermediary, the Company is not responsible for the quality, workmanship, fit, safety, or legality of Vendor products or services, or for acts or omissions of Vendors or logistics/payment partners. Disputes regarding an order are primarily between the Customer and the Vendor; we may assist in resolution.
13.3. To the maximum extent permitted by law, the Company's aggregate liability arising out of or relating to the Platform or any order shall not exceed the amount paid by you for the specific order giving rise to the claim. The Company shall not be liable for indirect, incidental, special, or consequential damages.
13.4. Nothing in these Terms limits liability that cannot be excluded under applicable law, including the Consumer Protection Act, 2019.
14. Indemnity
14.1. You agree to indemnify and hold harmless the Company, its officers, employees, and partners from any claims, damages, losses, and expenses (including reasonable legal fees) arising out of your breach of these Terms, your content, or your violation of any law or third-party right.
15. Suspension and Termination
15.1. We may suspend or terminate your access, with or without notice, for breach of these Terms, suspected fraud, legal requirement, or risk to the Platform or other users. Provisions that by their nature should survive termination (e.g., payments owed, IP, disclaimers, limitation of liability, governing law) will survive.
16. Changes to these Terms
16.1. We may update these Terms from time to time. The "Last updated" date reflects the latest version. Material changes will be notified through the Platform or by other reasonable means. Continued use after changes constitutes acceptance.
17. Governing Law and Dispute Resolution
17.1. These Terms are governed by the laws of India. Subject to applicable consumer-protection law, the courts at Mohali, Punjab shall have exclusive jurisdiction.
17.2. Before initiating formal proceedings, you agree to first contact our Support to attempt good-faith resolution.