Terms & Conditions
Last updated: May 19, 2026
TERMS AND CONDITIONS OF USE
Last Updated: 19-May-2026
These Terms and Conditions (“Terms”) govern the access and use of the website www.creelo.in (“Website”) operated by Shoptail India Private Limited (“Creelo”, “Shoptail”, “Company”, “we”, “us”, or “our”).
By accessing, browsing, registering, or using the Website or its services, you agree to be bound by these Terms.
DEFINITIONS
For the purpose of these Terms:
“Website” means www.creelo.in and all related webpages, mobile applications, and services.
“User”/ “Buyer”/ “Customer” means any individual accessing or using the Website.
“Seller” means any third-party merchant listing or selling products through the Website.
“Services” means all services provided through Creelo including product listings, order placement, payment processing, logistics facilitation, and customer support.
“Content” means text, graphics, logos, images, videos, product listings, and software available on the Website.
TERMS OF USE
This document constitutes an electronic record in accordance with the provisions of the Information Technology Act, 2000 and the applicable rules thereunder, including amended provisions relating to electronic records in various statutes. It is generated by a computer system and does not require any physical or digital signatures. This document is published in compliance with Rule 3(1) of the Information Technology (Intermediaries Guidelines and Digital Media Ethics Code) Rules, 2021, which require publication of the rules, regulations, privacy policy, and terms governing access to or use of the Platform (as defined below).
The Creelo website, mobile site, and mobile application (collectively, the “Platform”) are owned and operated by Shoptail India Private Limited, a company duly incorporated under applicable laws of India, having its registered office at 16, Block H, Sector 23, Sanjay Nagar, Ghaziabad (U.P.) – 201002 India, (hereinafter referred to as “Shoptail”, “Creelo”, “we”, “us”, or “our”).
Your access to and use of the Platform, including any services, features, or tools offered thereon, are governed by these Terms of Use, together with all applicable policies incorporated herein by reference, including the Privacy Policy (collectively, the “Terms”). By accessing, browsing, or otherwise using the Platform, you agree to be bound by these Terms. If you do not agree to these Terms, you must not use the Platform.
For the purposes of these Terms, “User” or “you” means any natural or legal person who accesses or uses the Platform, whether registered or unregistered. Where you create an account and provide registration details, you agree to provide accurate and complete information. Creelo may permit limited access to certain features of the Platform without registration; however, access to specific services may require the creation of an account.
Your continued use of the Platform constitutes your acceptance of these Terms, including any amendments or updates made from time to time. In the event you engage in transactions on the Platform, you agree to be subject to the policies applicable to such transactions.
ACCEPTANCE OF TERMS
By accessing the Website, you confirm that:
You have read and understood these Terms
You agree to comply with these Terms
You are legally capable of entering into a binding contract
If you do not agree with these Terms, you must not use the Website.
ELIGIBILITY
Use of the Platform and the ability to enter into transactions is available only to persons who are competent to contract under the Indian Contract Act, 1872. Persons who are “incompetent to contract,” including minors and undischarged insolvents, are not eligible to transact on the Platform.
If you are under the age of 18 years, you may access or use the Platform only under the supervision and with the prior consent of a parent or legal guardian. Any transactions conducted by a minor must be undertaken by or under the authorization of such parent or legal guardian.
Creelo reserves the right to suspend or terminate access to the Platform, or refuse service, if it becomes aware that a user is under the age of 18 years and engaging in transactions in violation of these Terms.
ACCOUNT REGISTRATION
To access certain features of the Platform, you may be required to create an account (“Account”). You are responsible for maintaining the confidentiality of your account credentials, including your display name, username, and password, and for all activities that occur under your Account. You agree to provide accurate, current, and complete information at the time of registration and to promptly update such information as necessary. Creelo reserves the right to suspend, terminate, or restrict access to your Account if any information provided is found to be false, inaccurate, outdated, incomplete, or in violation of these Terms.
Your registered mobile number and/or email address shall serve as your primary identifier on the Platform. You are responsible for ensuring that such information remains accurate and up to date at all times, and for promptly updating any changes through the verification mechanisms provided. Creelo shall not be liable for any loss or consequences arising from your failure to maintain accurate contact information.
You shall be solely responsible for all activities conducted through your Account, including where you permit or enable access to third parties. Sharing of account credentials or unauthorized use of your Account is strictly prohibited and may result in suspension or termination of access to the Platform.
You agree to (i) log out of your Account at the end of each session, and (ii) immediately notify Creelo of any unauthorized use or suspected breach of security. Creelo reserves the right to require you to change your password or to suspend your Account, without liability, where it reasonably believes that your Account may be compromised. Creelo shall not be responsible for any loss or damage arising from your failure to comply with these obligations.
Where applicable, Creelo may enable unified or single sign-on access across affiliated platforms or services. Your use of such integrated access shall be subject to the applicable terms and policies governing those services.
PLATFORM ROLE
Creelo operates the online marketplace platform as an intermediary to facilitate interactions and transactions between buyers and sellers. Creelo is not a party to, and does not control or assume responsibility for, any transaction, agreement, or arrangement entered into between users of the Platform.
All commercial and contractual terms, including pricing, payment, delivery, warranties, and after-sales services, are determined solely by and between the respective buyer and seller. Placement of an order by a buyer constitutes an offer to purchase, which may be accepted or rejected by the seller at its discretion. Creelo does not endorse, guarantee, or make any representations regarding the quality, value, authenticity, legality, or availability of products or services listed on the Platform.
Creelo does not take possession of, nor does it hold any right, title, or interest in, the products or services offered by sellers. Accordingly, Creelo is not responsible for the performance, non-performance, breach, or delays in fulfillment of any transaction between users, nor is it obligated to mediate disputes between them. Users are advised to exercise independent judgment and due diligence before entering into transactions with other users.
The Platform serves solely as a communication and facilitation medium, and all transactions are strictly bipartite between the buyer and seller. Creelo shall not be liable for any inaccuracies, errors, or omissions in product or service information provided by sellers or other users.
Where applicable, certain purchases may qualify as business transactions subject to applicable tax laws, including issuance of tax invoices by the seller based on the information provided by the buyer. Creelo does not verify such information and shall not be responsible for denial of any tax benefits or compliance obligations arising therefrom.
By using the Platform, you agree to indemnify and hold Creelo harmless from any claims, liabilities, damages, or losses arising out of your transactions, interactions, or reliance on information made available by other users. You acknowledge that Creelo does not control user-generated content and that such content may be inaccurate, misleading, or objectionable. Users are encouraged to exercise caution and adhere to safe transaction practices while using the Platform.
All commercial and contractual terms relating to transactions on the Platform are determined solely by and agreed between the respective buyers and sellers. Such terms include, without limitation, pricing, shipping charges, payment methods and terms, delivery timelines and modes, warranties, and after-sales services. Creelo does not control, determine, endorse, or participate in the negotiation or acceptance of any such terms. All discounts, offers, and promotional schemes (including exchange offers) are provided exclusively by the respective sellers or brands and not by Creelo.
Creelo makes no representations or warranties, express or implied, regarding the quality, value, merchantability, suitability, or legality of any products or services listed on the Platform. Creelo does not endorse or support, whether implicitly or explicitly, the sale or purchase of any such products or services. All listings and related information are provided by users or third parties, and Creelo disclaims any responsibility for their accuracy, completeness, or reliability. To the fullest extent permitted by law, Creelo shall not be liable for any errors, omissions, or inaccuracies in such content.
Creelo makes no representations or warranties regarding the identity, legal title, creditworthiness, or credentials of any user on the Platform. Users are advised to independently verify the bona fides of other users and exercise appropriate judgment before entering into any transaction.
Placement of an order by a buyer on the Platform constitutes an offer to purchase the relevant product(s) from the seller and shall not be deemed as acceptance of such offer by the seller. The seller reserves the right, at its sole discretion, to accept or cancel any order, and the buyer shall be notified of such cancellation through appropriate communication channels. In the event of cancellation, any amount paid by the buyer shall be refunded in accordance with applicable policies. Sellers may also cancel orders where the quantity ordered exceeds reasonable personal consumption limits, as determined solely by the seller, including across multiple orders for the same product.
Creelo does not, at any stage of a transaction, take possession of, hold title to, or acquire any rights or interest in the products or services offered by sellers. All rights, title, and obligations in respect of such products or services remain solely with the respective seller and buyer.
The Platform is provided solely as an intermediary technology service to enable users to connect and transact for the purchase and sale of products or services. Creelo’s role is limited to facilitating communication and access to the Platform. All contracts for sale or service are strictly bipartite arrangements between the buyer and the seller, and Creelo is not a party to such contracts.
Creelo shall not be responsible for any unsatisfactory or delayed performance, or for delays or damages arising from products or services that are unavailable, out of stock, or backordered.
Select products offered by sellers may be eligible for business purchases on the Platform. Upon Your purchase of product(s) eligible for business purchases, You may be able to avail the benefits of GST input tax credit. Accordingly, at your request, an invoice containing the GSTIN as provided by You ("Tax Invoice") shall be issued to You by the Seller(s) selling such products. GST invoice will have, inter alia, the following details printed on it: -
GSTIN associated with your registered business, as provided by you
Entity name of your registered business, as provided by you
Not all products are eligible for business purchases on the Platform and the same is solely at the discretion of the Sellers. You will be able to view the eligibility of Tax Invoice on the product page on the Platform.
For seamless availment of input tax credit, kindly mention the delivery address as the address which is mentioned as the registered place of business as per the records of GST authority. Please note that availment of input tax credit is subject to provisions of GST Act and rules.
The delivery and billing addresses will be required to be the same, please note that input tax credit will be denied by GST authority if the delivery address and GSTIN in the GST invoice are of different states.
If GSTIN and/or business entity details are not provided by You, it will be presumed that it is a personal purchase and not a business purchase.
Creelo is not responsible to verify the correctness of the GSTIN and/or entity name provided by You and You shall be entirely responsible to provide the accurate details.
Creelo and Seller shall not entertain any request for any revision in the GST Invoice. Creelo and Seller shall not be liable for Your default including for reasons associated with details provided by You.
Creelo will not be liable in case You are not able to avail input tax credit or if input tax credit is denied to You for any reason whatsoever.
You agree to indemnify and hold harmless Creelo and the relevant seller from any losses, claims, liabilities, costs, or expenses (including third-party claims and regulatory penalties) arising out of or in connection with (i) the GSTIN or entity details provided by you, (ii) any input tax credit claimed or use/misuse of a tax invoice, or (iii) your non-compliance with applicable laws, including unauthorized use of third-party information.
Seller reserves the right to not issue Tax Invoice or issue a credit note against an already issued Tax Invoice to cancel the transaction, if any fraudulent activity is identified.
You shall independently agree upon the manner and terms and conditions of delivery, payment, insurance etc. with the seller(s) that You transact with.
Disclaimer: Pricing on any product(s) as is reflected on the Platform may due to some technical issue, typographical error or product information published by seller may be incorrectly reflected and in such an event seller may cancel such your order(s).
You agree to indemnify and hold harmless Creelo and its representatives from any losses, claims, liabilities, costs, or expenses (including third-party claims and regulatory penalties) arising out of or in connection with (i) the GSTIN or entity details provided by you, (ii) any input tax credit claimed or use/misuse of a tax invoice, or (iii) your non-compliance with applicable laws, including unauthorized use of third-party information.
USE OF THE PLATFORM
This section governs your access to and use of the Creelo Platform and sets out the conditions under which users may interact, transact, and engage with services made available therein. By accessing or using the Platform, you agree to comply with these Terms, applicable policies, and all relevant laws and regulations.
1. Lawful Use and Compliance
You agree to use the Platform only for lawful purposes and in accordance with applicable laws, including but not limited to the Information Technology Act, 2000, the Consumer Protection Act, 2019, and the Consumer Protection (E-Commerce) Rules, 2020. You shall not engage in any activity that violates any applicable law, regulation, or third-party rights.
2. User Conduct and Restrictions
You agree not to host, display, upload, modify, publish, transmit, store, update, or share any information or content on the Platform that:
pertains to or is owned by another person over which you do not have lawful rights or authorization;
is false, deceptive, or likely to mislead users in any respect;
violates or infringes any third-party rights, including intellectual property rights, privacy rights (such as unauthorized disclosure of personal information), or rights of publicity;
contains or disseminates instructions or materials facilitating illegal activities, including but not limited to unlawful weapons, privacy violations, or creation/distribution of malicious software;
seeks to obtain unauthorized access to the Platform, user accounts, or data, or solicits sensitive information such as passwords or personal identifiers for unlawful or commercial purposes;
involves unauthorized commercial activities, promotions, or solicitations (including contests, advertising, or schemes) without prior written approval from Creelo’s authorized representatives;
is abusive, defamatory, obscene, pornographic, paedophilic, invasive of privacy, hateful, discriminatory, or otherwise unlawful, including content prohibited under applicable laws such as the Indecent Representation of Women (Prohibition) Act, 1986;
is offensive to the community, including sexually explicit material or content promoting violence, hatred, discrimination, or harm against individuals or groups;
links to or promotes external platforms or content that, in Creelo’s sole discretion, is inappropriate or violates these Terms;
infringes any patent, trademark, copyright, trade secret, or other proprietary rights, or involves counterfeit, fraudulent, or stolen goods or services;
contains viruses, malware, or any code designed to disrupt, damage, or interfere with systems, data, or personal information;
violates any applicable law, regulation, or governmental directive in force;
exposes Creelo to legal liability or jeopardizes its relationships with service providers, partners, or infrastructure providers;
misrepresents the origin of communication or transmits content that is offensive, menacing, or deceptive in nature;
includes images, videos, or likenesses of individuals (including minors) without lawful authorization or in a manner that may harm or exploit minors;
promotes, facilitates, or engages in gambling or betting activities that are unlawful or restricted;
threatens or undermines the sovereignty, integrity, security, or public order of India, or incites the commission of any offence or obstructs lawful investigation;
involves, directly or indirectly, the offering, solicitation, or trade of goods or services that are prohibited or restricted under applicable laws or regulations.
Violation of the above may result in suspension or termination of access to the Platform and other actions as deemed appropriate under applicable law.
You agree not to use any automated or manual means, including but not limited to “deep-linking,” “page-scraping,” “robots,” “spiders,” or similar technologies, to access, extract, copy, monitor, or reproduce any portion of the Platform or its content without prior authorization. You shall not attempt to circumvent the Platform’s navigational structure, security features, or access controls, or obtain any materials, data, or information through means not intentionally made available by Creelo. Any such unauthorized activity is strictly prohibited, and Creelo reserves the right to restrict or block access and take appropriate legal action in response to such conduct.
You agree not to attempt to gain unauthorized access to any part of the Platform, its features, or any systems, servers, or networks connected to it, including services offered through the Platform, by means of hacking, password mining, or any other unlawful or unauthorized methods. Any such attempt to breach security or circumvent access controls is strictly prohibited, and Creelo reserves the right to take appropriate remedial and legal action in response to such activities.
You agree not to probe, scan, or test the vulnerability of the Platform or any networks connected to it, nor to breach or attempt to circumvent its security or authentication measures. You shall not attempt to reverse engineer, trace, or seek to obtain information relating to any other user, visitor, or account not owned by you, or exploit the Platform or its services to access or disclose any personal or confidential information beyond what is expressly made available to you. Any such activity is strictly prohibited and may result in immediate action by Creelo, including suspension of access and legal recourse.
You agree not to make any false, misleading, defamatory, or disparaging statements about Creelo, its brand, domain name, or associated services, nor engage in any conduct that may harm or dilute Creelo’s reputation, goodwill, trademarks, or trade name. You further agree not to undertake any activity that imposes an unreasonable or disproportionately large load on the Platform’s infrastructure or on any systems or networks connected to Creelo.
You agree not to use any device, software, or process to interfere with or attempt to disrupt the proper functioning of the Platform, any transaction conducted on the Platform, or any other user’s access to or use of the Platform. Any such interference, whether direct or indirect, is strictly prohibited.
You agree not to forge headers or otherwise manipulate identifiers to disguise the origin of any message or communication transmitted through the Platform or its services. You shall not impersonate, misrepresent your identity, or falsely claim affiliation with any person or entity, including representing yourself as Creelo or its representatives.
You agree to comply at all times with all applicable laws and regulations governing your use of the Platform and any transactions conducted thereon, including the Information Technology Act, 2000 and rules made thereunder, as amended, as well as all relevant domestic and international laws, statutes, ordinances, and regulatory requirements (including, without limitation, foreign exchange laws, taxation laws, and other applicable levies). You shall ensure that your listing, purchase, solicitation, or sale of any products or services is lawful and in full compliance with such legal obligations, and you shall not engage in any transaction involving goods or services that are prohibited or restricted under applicable law.
To enable Creelo to operate, provide, and promote the Platform without infringing any rights in the information you submit, you grant Creelo a non-exclusive, worldwide, perpetual, irrevocable, royalty-free, and sub-licensable (through multiple tiers) right to use, reproduce, store, modify, adapt, publish, translate, display, distribute, and otherwise exploit such information, including any associated intellectual property rights (such as copyright, database rights, and rights of publicity), in any media now known or hereafter developed. You represent that you have all necessary rights to grant the foregoing license. Creelo shall use such information in accordance with these Terms of Use and the applicable Privacy Policy.
You acknowledge that, from time to time, you may provide information relating to products or services listed or offered by you on the Platform, and you undertake that all such information shall be true, accurate, complete, and not misleading in any respect. You agree not to misrepresent, exaggerate, or overstate the features, specifications, or benefits of such products or services in a manner that could mislead or deceive other users. Creelo reserves the right to remove or restrict access to any listings or content that do not comply with these requirements or applicable laws.
You agree not to engage in unsolicited advertising, marketing, or solicitation of other users on the Platform, including promoting or offering to buy or sell products or services outside the Platform without prior written consent from Creelo. You shall not transmit chain letters, spam, or unsolicited commercial communications through the Platform, nor use any information obtained from the Platform to harass, abuse, or harm other users. Creelo reserves the right to limit or restrict user communications where necessary to prevent misuse. You acknowledge that Creelo may disclose user information, including identity details, where required to comply with applicable law, regulatory requirements, or lawful governmental requests, or where deemed necessary for investigation or prevention of unlawful activities, and you expressly authorize such disclosures.
User Content, Third-Party Interactions, and Platform Safeguards
Creelo reserves the right, but not the obligation, to monitor, review, or moderate content posted on the Platform. Creelo may, at its sole discretion, remove, restrict, or edit any content that violates or is alleged to violate applicable laws or these Terms of Use. Notwithstanding the foregoing, you remain solely responsible for all content you post, transmit, or otherwise make available on the Platform, including in private communications. Such content does not necessarily reflect the views of Creelo, and Creelo disclaims all liability arising from user-generated content. You represent and warrant that you have all necessary rights, licenses, and permissions in respect of such content and that it does not infringe any third-party rights or contain unlawful, defamatory, or misleading material.
Any interactions, correspondence, or commercial dealings with third-party advertisers, sellers, or service providers on or through the Platform, including payments, deliveries, and associated terms, are solely between you and such third parties. Creelo shall not be responsible or liable for any loss, damage, or dispute arising from such dealings or from the presence of such third parties on the Platform.
You acknowledge that the Platform may contain content posted by other users, including content that may be offensive, inappropriate, or unlawful. While Creelo does not permit such conduct, it does not guarantee the accuracy or appropriateness of user-generated content and shall not be responsible for any exposure to such material. You further acknowledge that any personal information you choose to share on the Platform may be accessed or misused by others, and Creelo shall not be liable for such misuse. You are advised to exercise caution in disclosing personal information.
Creelo reserves the right to take appropriate technical and legal action, including claiming damages, against any user involved, directly or indirectly, in activities that disrupt or impair the functioning of the Platform, including but not limited to denial-of-service (DoS) or distributed denial-of-service (DDoS) attacks, whether conducted individually or in coordination with others.
Content on the Platform
All text, graphics, user interfaces, visual interfaces, photographs, trademarks, logos, sounds, music, artwork, and other materials (collectively, “Content”) available on the Platform may include user-generated content provided by third parties. Creelo acts solely as an intermediary in hosting such content and does not exercise control over, or assume responsibility for, the accuracy, completeness, or legality of such third-party content.
Except as expressly permitted under these Terms of Use, no part of the Platform or any Content may be copied, reproduced, republished, uploaded, posted, publicly displayed, encoded, translated, transmitted, or distributed in any manner, including by “mirroring,” without the prior written consent of Creelo.
You may access and use information made available on the Platform for personal, non-commercial purposes only, provided that you (i) retain all proprietary notices, (ii) do not modify such information, (iii) do not distribute or transmit such information on any network or media, and (iv) do not make any representations or warranties in relation to such information.
You shall be solely responsible for any content you submit, post, upload, or transmit on the Platform, including but not limited to messages, reviews, ratings, images, videos, and other materials. By submitting such content, you grant Creelo a non-exclusive, worldwide, perpetual, irrevocable, royalty-free, and transferable right to use, reproduce, modify, adapt, publish, display, distribute, and create derivative works from such content, in accordance with applicable law and the Privacy Policy, including for promotional and advertising purposes. You acknowledge that you shall not be entitled to any compensation for such use.
Certain content available on the Platform may not be suitable for all audiences. Viewer discretion is advised. Parents and legal guardians are encouraged to supervise and exercise discretion when allowing minors to access the Platform and its content.
Disclaimer of Warranties and Liability
The Platform and all content, materials, products (including software), and services made available through it are provided on an “as is” and “as available” basis, without any representations or warranties of any kind, whether express or implied, except as expressly stated in writing. To the fullest extent permitted by applicable law, Creelo disclaims all warranties, including implied warranties of merchantability, fitness for a particular purpose, and non-infringement, and does not warrant that the Platform will be uninterrupted, secure, error-free, or that any information made available is accurate, complete, or reliable.
Creelo shall not be liable for any direct, indirect, incidental, consequential, or special damages arising out of or in connection with your access to, use of, or inability to use the Platform or reliance on any content or services available thereon. Creelo does not warrant that the Platform, its servers, or communications are free from viruses or other harmful components.
Nothing contained on the Platform constitutes professional, legal, or other advice. Products and services offered on the Platform are subject to applicable laws, and sellers may be unable to fulfill orders due to legal or regulatory restrictions; in such cases, any amounts paid may be refunded or credited in accordance with applicable policies.
By providing your contact details, including your mobile number, you consent to receive communications from Creelo via calls, SMS, email, or other electronic means in connection with your use of the Platform, including order, shipment, delivery, and service-related updates.
Privacy
Creelo recognizes the importance of safeguarding your privacy and treats your personal data as a valuable and protected asset. We collect, store, and process your information, including sensitive personal data or information (where applicable), in accordance with the Information Technology Act, 2000 and applicable rules, using reasonable physical, technical, and administrative security measures. Our detailed data practices are set out in the Privacy Policy, which forms an integral part of these Terms. By using the Platform, you consent to such collection, use, storage, and transfer of your information; if you do not agree, you should refrain from using the Platform.
Creelo may share your personal data with its affiliates, group entities, and authorized partners for purposes consistent with the Privacy Policy, including service delivery, operational support, and, where permitted, marketing communications, subject to your preferences and applicable law.
We may disclose personal data to third-party service providers and partners where necessary to provide services, comply with legal obligations, enforce these Terms, support marketing and analytics, or prevent, detect, and investigate fraud or unlawful activities. Creelo does not share your personal data with third parties for their independent marketing purposes without your explicit consent.
Creelo may also disclose personal data where required by law or where such disclosure is reasonably necessary, in good faith, to respond to legal processes, enforce our policies, address claims of rights violations, or protect the rights, property, or safety of Creelo, its users, or the public.
In the event of a merger, acquisition, reorganization, or sale of assets, your personal data may be transferred to the relevant entity, which shall be required to process such data in accordance with this Privacy Policy or provide appropriate notice of any material changes, as required by applicable law.
Services
Order Fulfilment
Purchases made on the Platform may include facilitation of fulfilment and delivery services. Upon confirmation of an order, Creelo will endeavor to coordinate delivery of the relevant products within the estimated timelines communicated on the Platform. While reasonable efforts are made to ensure accuracy, such timelines are indicative and may vary due to factors beyond Creelo’s control, including availability of third-party logistics partners, order volumes, traffic conditions, weather, and other unforeseen circumstances. Creelo shall not be liable for any delay in delivery attributable to such factors.
For user convenience, an estimated time of arrival (ETA) may be displayed prior to order placement to assist in making informed purchasing decisions. Users acknowledge that such estimates are subject to change.
Additional charges, including delivery fees or surcharges, may apply based on operational factors such as peak demand, adverse weather conditions, late-hour deliveries, packaging requirements, platform maintenance, or order value thresholds. All applicable charges will be clearly disclosed prior to completion of the order.
Payment Terms
While availing any payment method available on the Platform, you acknowledge that Creelo acts solely as a facilitator of payments and shall not be responsible or liable for any loss or damage arising directly or indirectly from (i) lack of authorization for any transaction, (ii) exceeding limits set by your bank or payment provider, (iii) technical or processing issues relating to payment transactions, or (iv) decline of any transaction for any reason whatsoever.
All payments for purchases or services on the Platform shall be made exclusively in Indian Rupees (INR), and Creelo does not support transactions in any other currency.
For security and fraud-prevention purposes, sellers or authorized payment partners may, prior to dispatch or delivery, request additional verification documents (including government-issued identification or address proof) to validate the ownership of the payment instrument used. You agree to provide such documentation, where required, to facilitate secure processing of transactions.
Payment Facilitation and Transaction Responsibility
All transactions on the Platform, including the transaction price and related commercial terms such as delivery and dispatch of products or services, are strictly bipartite contractual arrangements between the buyer and the seller. The payment facility made available on the Platform is provided solely to facilitate completion of such transactions. Use of this facility shall not render Creelo liable or responsible for any non-delivery, non-receipt, non-payment, damage, breach of representations or warranties, failure of after-sales or warranty services, or any fraud or misconduct relating to the products or services listed on the Platform.
You expressly authorize Creelo and its authorized service providers to collect, process, facilitate, and remit payments, including the transaction price, through electronic means or cash-on-delivery (where applicable) in connection with transactions conducted on the Platform. Your relationship with Creelo is on a principal-to-principal basis, and Creelo acts solely as an independent intermediary facilitating payment processing. Creelo does not exercise control over, nor assume liability for, the products or services listed on the Platform or the conduct of users. Creelo does not guarantee the identity of any user or the successful completion of any transaction between buyers and sellers.
You acknowledge and agree that the payment facility provided by Creelo is not a banking or financial service, but a technology-enabled mechanism that facilitates electronic payments, cash-on-delivery (where available), and the collection and remittance of transaction amounts through authorized banking channels and payment gateway networks. Creelo acts solely as an intermediary in enabling such payment processing and does not operate as a trustee, fiduciary, or custodian in respect of any transaction or transaction price.
Payment Facility – Buyer Terms
As a buyer, you acknowledge that upon initiating a transaction on the Platform, you enter into a legally binding agreement with the seller to purchase the relevant products and/or services, and you agree to pay the applicable transaction price through the payment facility using your designated payment instrument.
You may, through the Platform’s communication tools, agree with the seller to modify dispatch or delivery timelines, subject to compliance with Creelo’s applicable policies, and such changes shall be deemed an amendment to the transaction.
You are required to confirm delivery or report non-delivery using the Platform features within the prescribed timelines; failure to do so shall be deemed as confirmation of delivery, except in cash-on-delivery transactions where such confirmation is not required.
You may be eligible to request a refund of the transaction price, as your sole remedy, if delivery is not completed within the agreed or policy-defined timelines, provided such request is raised within the stipulated period.
The availability of the payment facility and refund eligibility may be restricted for certain categories of products, services, or transactions, as specified under Creelo’s policies.
For non-cash transactions, refunds (if applicable) shall ordinarily be processed to the original payment source or through other available methods as selected by you on the Platform.
Refunds for cash-on-delivery transactions shall be processed through electronic transfer mechanisms.
All refunds shall be processed in Indian Rupees (INR) and shall not exceed the transaction price received.
Refunds for electronic payments shall be processed through recognized banking channels, including NEFT, RTGS, UPI, or other RBI-approved mechanisms.
In cases where refund processing is not supported for a particular bank or payment method, you may be required to provide alternate valid bank account details.
Where applicable, you may be offered alternative refund options, including credit to your source account, bank account/UPI, or issuance of a platform voucher or credit, subject to seller and Platform policies.
Refunds shall be subject to verification and may be withheld or reversed in cases of suspected misuse, fraud, or violation of applicable terms or policies.
Creelo may require submission of additional documents or information to process refunds or validate transactions.
All refunds are subject to your compliance with applicable policies, including return, cancellation, and refund policies.
Creelo reserves the right to impose limits on transaction values, frequency, or payment instruments, and may decline to process transactions exceeding such limits.
Creelo may refuse to process transactions from users with a history of suspicious activity, policy violations, or payment disputes.
Creelo may undertake risk assessment checks prior to confirming transactions or enabling payment methods (including cash-on-delivery), and may restrict or disable certain payment options at its sole discretion.
Creelo may delay or withhold payment confirmation, dispatch instructions to sellers, or settlement of transaction amounts in cases of suspected fraud, high transaction volumes, or regulatory requirements, including compliance with law enforcement requests.
Creelo shall not be liable for any loss, damage, or claims arising from failure or delay in processing transactions or refunds due to circumstances beyond its control, including incorrect payment details provided by you.
Compliance with Laws
In accordance with applicable laws, where a transaction value equals or exceeds INR 2,00,000, the buyer may be required to upload a valid Permanent Account Number (PAN) card on the Platform within the prescribed timeline, failing which the order may be cancelled at Creelo’s discretion.
The requirement for PAN submission is generally a one-time compliance obligation, unless additional verification is required under applicable law or internal policies.
Creelo reserves the right to cancel or suspend transactions where there is any discrepancy between the buyer’s registered details and the information provided in the PAN or other submitted documents.
Buyers and sellers agree to comply with all applicable laws, rules, and regulations governing transactions conducted on the Platform, including but not limited to financial, tax, foreign exchange, and data protection laws.
Without limitation, such compliance shall include adherence to statutes such as the Foreign Exchange Management Act, 1999, Prevention of Money Laundering Act, 2002, Income Tax Act, 1961, Information Technology Act, 2000, and other applicable regulatory frameworks, along with rules, notifications, and guidelines issued by competent authorities including the Reserve Bank of India.
Users shall ensure that all transactions undertaken through the Platform are lawful, properly authorized, and do not contravene any domestic or international legal or regulatory requirements applicable to them.
Buyer’s Arrangement with Issuing Bank
All valid credit cards, debit cards, prepaid instruments, UPI, net banking facilities, or other accepted payment methods are processed through authorized payment gateways or banking infrastructure, and such transactions shall be governed by the terms and conditions agreed between you and the respective issuing bank, payment service provider, or instrument issuer.
All online bank transfers initiated through valid bank accounts are processed via the payment systems enabled by the respective issuing banks or authorized intermediaries supporting the Platform’s payment facility, and such transactions shall be subject to the applicable terms and conditions agreed between you and your bank or financial institution.
Customer Conduct
Creelo is committed to fostering an environment of dignity, inclusion, and equal opportunity, and expects all users to respect individuals associated with the Platform, including delivery personnel, without discrimination on any legally protected grounds such as race, caste, ethnicity, nationality, gender, gender identity or expression, sexual orientation, disability, religion, age, or any other characteristic recognized under applicable law.
Discriminatory conduct of any nature towards delivery partners or any individuals engaged through the Platform is strictly prohibited and may result in appropriate action, including suspension or termination of access.
Creelo reserves the right, at its sole discretion, to restrict, suspend, or terminate your access to the Platform if your conduct towards delivery personnel or any associated individuals is abusive, offensive, unlawful, or otherwise inappropriate.
You agree to interact with all delivery partners and service personnel in a courteous, respectful, and lawful manner at all times.
Applicable Fees and Charges
The following charges may be levied on orders placed through the Creelo Platform, as applicable:
Platform Fee;
Promotional Offer Processing Fee;
Payment Processing Fee; and
Cash on Delivery (“COD”) Fee.
Promotional Offer Processing Fee:
A fee may be charged for facilitating and processing promotional offers, discounts, cashback schemes, or bank-related benefits/offers applicable to your order. Such fee is generally non-refundable, except where expressly stated otherwise on the Platform.
Payment Processing Fee:
A fee may be charged for securely processing your selected payment method and facilitating safe and seamless transaction processing. Unless otherwise specified, such fee may be refundable in the event of eligible cancellations or returns, subject to exclusions notified by Creelo.
Order Protection / Secure Packaging Fee:
A fee may be charged towards secure packaging, order protection measures, verification services, or related fulfilment safeguards. Such fee may be refunded where the applicable order is successfully cancelled or returned in accordance with the relevant policy.
Platform Fee:
A fee may be charged to support the operation, maintenance, security, and enhancement of the Platform and related services. Creelo may, at its discretion, waive or discount such fee through coupons, promotional campaigns, or incentives. However, where an order is cancelled or returned at the Buyer’s request, the waived or discounted Platform Fee may become payable and recoverable by Creelo.
Modification of Fees:
Creelo reserves the right to revise, vary, introduce, or withdraw any fees or charges at its sole discretion, including based on factors such as order value, payment mode, product category, delivery location, logistics costs, or other operational considerations.
Refund of Platform Fee
a) In the event an order is lost, cancelled due to non-delivery, or cannot be delivered to the designated delivery location, Creelo shall refund the entire amount paid online for such order, including the applicable Platform Fee after adjustment of any discounts, waivers, or promotional benefits availed.
b) Where an order is fully cancelled by Creelo or the respective Seller, the applicable Platform Fee, net of any discounts or waivers previously applied, shall also be refunded to the Buyer.
Cash on Delivery (“COD”) Fee:
A separate fee may be charged for orders placed using the Cash on Delivery payment option to cover additional handling, verification, collection, and logistics costs associated with processing COD transactions.
SHIPPING AND DELIVERY
Shipping timelines are estimates only. Since Creelo currently delivers in Delhi & NCR Region, the target delivery timeline is between 5-7 business days subject to conditions below.
Sellers generally process, pack, and dispatch orders within the timelines specified on the respective product or order page, unless otherwise communicated. Business days shall exclude Sundays, public holidays, and any non-working days observed by the Seller, logistics partner, or applicable authorities.
Estimated delivery timelines displayed on the Platform are indicative in nature and may vary depending on operational, logistical, or external factors beyond Creelo’s reasonable control.
Delivery timelines may depend on multiple factors, including:
the Seller fulfilling the order;
availability and stock status of the product with the Seller;
the delivery destination, serviceability of the location, and distance between the Seller and the delivery address; and
courier, logistics, weather, regulatory, force majeure, or other unforeseen operational conditions.
Creelo does not guarantee delivery within the estimated timelines and shall not be liable for delays caused by Sellers, logistics partners, or circumstances beyond its reasonable control.
RETURNS AND REFUNDS Policy
Returns and refunds are governed by the Return & Refund Policy available on the Website.
Definition: A “Return” refers to the process by which a Buyer requests to send back a product purchased on the Creelo Platform to the respective Seller.
Eligible Scenarios for Return: A return request may be initiated under the following circumstances:
The product is defective or not functioning as intended;
The product is received in a damaged condition;
The shipment is incomplete or certain items are missing; or
An incorrect product has been delivered by the Seller.
Returns, Refunds and Process
Returns may, where applicable, result in a refund of the purchase amount in accordance with the Seller’s return policy and the Platform’s applicable guidelines.
Key Terms and Process:
Sellers retain the discretion to accept a return request even where it falls outside the stated policy.
In case a return request is declined by the Seller, the Buyer may initiate a dispute under Creelo’s buyer protection or grievance mechanism.
Buyers are advised to carefully review product listings prior to purchase; orders placed incorrectly by the Buyer may not qualify for return or refund.
Return requests must be raised within the applicable return window for the relevant product, through the prescribed Platform channels.
Upon receipt of a valid return request, the Seller may, at its discretion, choose one of the following resolutions: (i) replacement after pickup; (ii) refund after pickup; (iii) refund without pickup; or (iv) replacement without pickup.
Where the Seller accepts the return, the Buyer shall comply with the return instructions, and refunds (if applicable) shall be processed upon successful completion of the return conditions.
If the Seller fails to respond or close the return request within the stipulated timeline communicated by Creelo, the Platform may resolve the request in favour of the Buyer, subject to verification.
Special promotional events or sale periods may be governed by separate or modified return policies, as notified on the Platform.
Further for returns being made by Buyer to the Seller of the product, the following conditions needs to be ensured by the Buyer. Returned products must be:
In original condition
Should be unused
Should not be damaged post-delivery (Buyer may be required to provide evidence like unboxing video to prove goods delivered was damaged)
With original packaging and accessories
Within the return window
If the product being returned is not in accordance with the above parameters, then Buyer shall not be entitled to any refund of money from the Seller.
Shipping cost for returning the product shall be borne and incurred by the Seller.
Refunds will be processed according to the original payment method.
In case the Seller doesn't have the product at all, Seller can provide the refund to the Buyer and Buyer shall be obligated to accept the refund in lieu of replacement. All the product parameters shall be required to be complied with in cases of replacement.
If the Seller doesn't respond to the Buyer's replacement request, within five (5) business days from the date of replacement request placed by the Buyer, refund shall be processed in favour of Buyer and Seller shall be liable to refund amount paid to the Seller.
Replacement Guarantee
Creelo facilitates a replacement mechanism intended to assist buyers in cases where eligible products purchased from sellers on the Platform are found to be defective or not as described, subject to the applicable return/replacement policy specified for each product category and seller.
Buyers are required to notify the seller of any defect, damage, or non-conformity at the time of delivery and/or within the applicable return or replacement window, in accordance with the Platform’s policies.
Upon verification and subject to eligibility criteria, the seller may provide a replacement of the product, either in full or in part (such as replacement of components), depending on availability and the nature of the defect.
Following products shall not be eligible for return or replacement:
§ Damages due to misuse of product;
§ Incidental damage due to malfunctioning of product;
§ Any consumable item which has been used/installed;
§ Products with tampered or missing serial/UPC numbers;
§ Digital products/services;
§ Any damage/defect which are not covered under the manufacturer's warranty
§ Any product that is returned without all original packaging and accessories, including the box, manufacturer's packaging if any, and all other items originally included with the product/s delivered;
If Creelo has reason to believe or becomes aware that any buyer or seller is engaged in activities involving fraudulent, false, or non-genuine claims or information, Creelo reserves the right, at its sole discretion, to suspend, restrict, block, or terminate such user’s account (including associated accounts), and to disqualify such users from availing any Platform protections or benefits. Creelo further reserves the right to initiate appropriate civil and/or criminal proceedings in accordance with applicable law. Users found to be involved in such activities may also forfeit eligibility for returns, refunds, or related services.
Creelo reserves the right to take legal action, including civil and/or criminal proceedings, against any user who submits false, misleading, or fraudulent claims or provides inaccurate or incomplete information. In addition, Creelo may, at its sole discretion, suspend, block, restrict, or terminate the user’s account (including related accounts) and deny access to Platform features or protection mechanisms. Any person who knowingly and with intent to deceive or defraud submits a fraudulent claim may be subject to prosecution under applicable laws.
Intellectual Property Rights and Restrictions
The Platform is owned and operated by Creelo/Shoptail India Private Limited or its licensors, and products/services are offered by independent Sellers. All content available on the Platform, including but not limited to text, graphics, images, audio, video, trademarks, logos, and other materials (“Content”), is protected under applicable intellectual property laws. Such Content is provided solely for your personal, non-commercial use. You shall not copy, reproduce, republish, upload, post, transmit, distribute, modify, or exploit any Content in any manner, whether directly or indirectly, without the prior written consent of the respective rights holder. Any unauthorized use, including use on other platforms or for commercial purposes (whether for monetary gain or otherwise), shall constitute a violation of applicable intellectual property rights and is strictly prohibited.
Trademark complaint
Creelo respects the intellectual property of others. In case You feel that Your Trademark has been infringed, You can write to Creelo at support@creelo.in.
THIRD-PARTY SERVICES
The Website may contain links to third-party websites.
Creelo is not responsible for the content or policies of third-party websites.
Users interact with such websites at their own risk.
Digital Content on Creelo
These Terms of Service ("Terms") govern your access to and use of digital contents (photos, documents, audio and video contents) which may be offered by either Creelo or by third party content providers (all such content, collectively, the "Content"). This document sets out the terms and conditions in connection with your use of the Platform and, subsequently, your access to and/or consumption of the Content and/or other related services provided on the Platform (all such content and services, collectively, "Services" and such terms and conditions, the "Terms").
Content made available on the Platform may be provided free of charge for user convenience or subject to such fees or additional terms as may be specified by Creelo or the relevant content providers from time to time. Any applicable terms, conditions, or usage restrictions shall be communicated to you at the time of access, viewing, or registration on the Platform. Subject to your continued compliance with these Terms of Use and any other applicable policies or conditions, Creelo grants you a limited, non-exclusive, non-transferable, non-sub-licensable, and revocable license to access and use the Platform and its Content solely for personal and lawful purposes during the validity of your account. Nothing contained herein shall be construed as transferring any ownership rights, title, or interest in the Platform or its Content to you. All rights not expressly granted are reserved by Creelo and/or its licensors, and your use of the Platform shall not confer any proprietary rights in any Content made available therein.
Content on the Platform may include Creelo-owned content and third-party content provided by independent content owners or partners. Such third-party content is governed by the respective terms of those providers, and Creelo does not own, control, or create such content. Creelo acts solely as an intermediary in hosting or enabling access to third-party content.
You acknowledge that your access to and use of any content on the Platform, whether Creelo-owned or third-party content, is at your sole discretion and risk. Creelo shall not be liable for any loss or damage arising from reliance on or viewing of such content. The availability of content on the Platform does not constitute any warranty, representation, or endorsement by Creelo regarding its accuracy, quality, legality, or suitability. Content is provided for general informational or advertisement purposes only, and Creelo does not endorse any views, products, or services depicted therein. Unless expressly stated otherwise, any characters, events, or themes in Creelo-originated content are fictional, and any resemblance to real persons or events is purely coincidental.
Except for Creelo-originated content, information and content available on the Platform are provided by third parties and are not independently verified by Creelo. Creelo disclaims all responsibility and liability for such content, and you rely on it at your own risk. Creelo shall not be liable for any loss or damage arising from reliance on third-party content or information.
Creelo reserves the right, at its sole discretion, to suspend, restrict, or terminate your access to the Platform and/or Services at any time, without prior notice or liability. Such action may be taken where you breach these Terms or the Privacy Policy, violate applicable laws, engage in unlawful or inappropriate conduct, or provide false or misleading information. Creelo may also take such action for any other reason it deems necessary to protect the integrity, security, or proper functioning of the Platform.
We reserve the right to remove any Content or the user data that violates these Terms or the applicable law, including for example, copyright or trademark violations, impersonation, unlawful conduct, or harassment. With respect to Third Party Content, Creelo's role is limited to providing a communication platform to Content Owners and/or Platform Partners, to enable the transmission of the Third Party Content directly from such third parties to you.
Service availability
You acknowledge and consent to the sharing of your information with authorized third parties in accordance with the Privacy Policy, unless you choose to opt out where such option is available. Access to the Platform and Services may, from time to time, be temporarily suspended or restricted for maintenance, upgrades, or introduction of new features, without prior notice. Creelo shall use reasonable efforts to minimize the frequency and duration of such interruptions.
Disclaimer of Representations and Warranties
Your access to and use of the Platform, Services, and any Content is at your sole risk. The Services are provided on an “as is” and “as available” basis, without any representations or warranties of any kind. Creelo expressly disclaims all liability in relation to: (i) the accuracy, completeness, reliability, availability, timeliness, or security of any Content; (ii) any damage to your systems, loss of data, or other harm resulting from your access to or use of the Platform or Content; (iii) any deletion, failure to store, or failure to transmit Content or communications; and (iv) whether the Services will meet your requirements or operate uninterrupted, securely, or error-free. No information or advice, whether oral or written, obtained through the Platform shall create any warranty unless expressly stated by Creelo.
Limitation of Liability
To the fullest extent permitted under applicable law, you agree that Creelo, its affiliates, group entities, officers, directors, employees, agents, partners, and licensors shall not be liable for any direct, indirect, incidental, punitive, special, or consequential damages arising out of or in connection with your access to or use of the Platform, Services, or any Content. This includes, without limitation, any errors or omissions in Content, loss of data, loss of profits, or any loss or damage incurred as a result of reliance on information available on the Platform. Creelo’s total liability, if any, shall be limited to the extent permissible under applicable law.
IN NO EVENT SHALL CREELO BE LIABLE FOR ANY SPECIAL, INCIDENTAL, INDIRECT OR CONSEQUENTIAL DAMAGES OF ANY KIND IN CONNECTION WITH THESE TERMS OF USE, EVEN IF USER HAS BEEN INFORMED IN ADVANCE OF THE POSSIBILITY OF SUCH DAMAGES.
Indemnification
You agree to defend, indemnify, and hold harmless Creelo, its owners, affiliates, subsidiaries, group entities, partners, licensors, and their respective directors, officers, employees, and agents (collectively, the “Indemnified Parties”) from and against any and all claims, demands, actions, damages, liabilities, penalties, losses, and expenses (including reasonable attorneys’ fees) brought against or incurred by the Indemnified Parties arising out of or in connection with: (a) your breach of these Terms of Use, the Privacy Policy, or any other applicable policies; (b) your violation of any applicable laws, rules, or regulations; (c) your infringement or alleged infringement of any third-party rights, including intellectual property or privacy rights, or any rights of Creelo; or (d) any unauthorized, improper, unlawful, or wrongful use of your account, whether by you or by any other person accessing your account, with or without your authorization. This indemnification obligation shall survive the termination or expiry of these Terms and your use of the Platform.
Force Majeure
You agree that Creelo shall not be liable for any failure or delay in the availability of the Platform or Services, in whole or in part, arising from events beyond its reasonable control. Such events include, without limitation, acts of God, natural disasters, pandemics, war, civil disturbances, strikes, lockouts, failures of telecommunications or public utilities, system or network failures, or any non-performance by third-party service providers, content owners, or platform partners.
Governing Law and Jurisdiction
These Terms shall be governed by and construed in accordance with the laws of India, without reference to conflict of law principles. You agree that Creelo shall be entitled to initiate proceedings before any court or forum of competent jurisdiction. Any disputes initiated by you shall be subject to the exclusive jurisdiction of the courts of Ghaziabad, unless otherwise required under applicable law.
Severability
If any provision of these Terms is held invalid, void, or unenforceable, then that provision shall be considered severable from the remaining provisions, and the remaining provisions shall be given full force and effect.
Amendments
Creelo reserves the right to modify, update, or revise these Terms of Use at any time, without prior notice, to reflect changes in legal, regulatory, or operational requirements or to introduce new policies or conditions governing the use of the Platform. Any such changes shall be published on the Platform and shall become effective upon posting. You are advised to review these Terms periodically, and your continued use of the Platform or Services shall constitute your acceptance of the revised Terms.
Entire Agreement
These Terms of Use, together with the Privacy Policy and any other policies or terms issued by Creelo from time to time, constitute the complete and binding agreement between you and Creelo governing your access to and use of the Platform and Services, and supersede all prior agreements, understandings, or arrangements (whether written or oral) relating to such subject matter.
Survival
You acknowledge that your representations, undertakings, and warranties and the clauses relating to indemnities, limitation of liability, grant of license, governing law shall survive the efflux of time and the termination of these Terms.
Jurisdictional Scope / Sale within India
Unless expressly stated otherwise, the Platform and all materials made available thereon are intended solely for use and transactions within India. Creelo makes no representation that the Platform or its content is appropriate or available for use in jurisdictions outside India. Users accessing the Platform from outside India do so at their own risk, and Creelo shall not be responsible for fulfilment, refunds, or compliance with any local laws applicable in such jurisdictions.
INDEMNIFICATION
You agree to indemnify, defend, and hold harmless Creelo, its owners, affiliates, subsidiaries, group entities, licensors, and their respective directors, officers, employees, and agents (" Indemnified Parties"), from and against any and all claims, demands, actions, proceedings, damages, losses, liabilities, costs, and expenses (including reasonable attorneys’ fees) arising out of or relating to (i) your breach of these Terms of Use, the Privacy Policy, or any other applicable policies, (ii) your violation of any applicable law, rule, or regulation, or (iii) your infringement or alleged infringement of any rights of a third party, including intellectual property or privacy rights.
GRIEVANCE OFFICER
In accordance with Information Technology Act 2000 and rules made there under and the Consumer Protection (E-Commerce) Rules, 2020, the name and contact details of the Grievance Officer are provided below:
Name: Himanshu Grover
Address: 16, Block H, Sector 23, Sanjay Nagar, Ghaziabad (U.P.) -201002, INDIA
Email: support@creelo.in
Phone: +919667746988
Time: Mon - Fri (9:00 - 18:00)
In the event that your order concern/query is not addressed within the promised timeframe by the support team, please write to our Grievance Officer. Rest assured, we try our best to attempt a response within 24- 48 hours from the receipt date of your email.
Dispute Resolution Policy
Overview
Creelo is committed to facilitating a fair and transparent marketplace experience. While transactions on the Platform are generally completed smoothly, disputes may occasionally arise between Buyers and Sellers. To address such situations, Creelo provides a dispute resolution mechanism intended to assist the parties in resolving transaction-related issues in a structured manner.
Meaning of “Dispute”
A “Dispute” refers to any disagreement, claim, or grievance arising between a Buyer and a Seller in relation to a transaction conducted through the Platform.
Circumstances Giving Rise to a Dispute
Disputes may arise where either party is dissatisfied with the fulfilment, condition, description, delivery, payment, return handling, or resolution of a transaction-related issue. Buyers and Sellers are encouraged to first attempt resolution directly and in good faith before escalating the matter through the Platform’s dispute mechanism.
Raising a Dispute
Buyers and Sellers may raise a dispute through the customer support or grievance channels made available on the Platform. You can contact us through this link https://www.creelo.in/customer-service
Disputes must relate to a specific transaction and should be supported with relevant details, documents, photographs, communications, or other evidence, where applicable.
Upon initiation of a dispute, Creelo may temporarily withhold settlement or payment processing relating to the disputed transaction until the matter is resolved.
Illustrative Grounds for Disputes
Disputes may include, without limitation, the following situations:
Delivery of an incorrect product;
Product materially different from the description or specifications;
Damaged, defective, tampered, or non-functional product;
Missing parts, accessories, or components;
Incomplete order fulfilment;
Invalid invoice or warranty-related issues; or
Rejection of a valid return, refund, or replacement request.
Resolution Process
Creelo may, at its discretion, review the dispute and facilitate communication between the Buyer and Seller for amicable resolution.
The parties agree to cooperate in good faith and provide all information reasonably requested for investigation of the dispute.
If the dispute is resolved in favour of the Buyer, the applicable refund, replacement, or other remedy may be processed subject to compliance with the Platform policies.
If the dispute is resolved in favour of the Seller, the Buyer may not be entitled to any refund or further claim in relation to the disputed transaction.
Creelo’s decision in relation to operational resolution of disputes shall be final and binding for the purposes of Platform administration, without prejudice to statutory rights available under applicable law.
Customer Purchase Protection Policy
Overview
The Customer Purchase Protection Policy is intended to support Buyers in circumstances where a transaction-related issue remains unresolved between the Buyer and the Seller. Where the Seller is unable or unwilling to provide an appropriate resolution, Creelo may, at its discretion, facilitate resolution in accordance with this Policy and applicable Platform rules.
Scope of Protection
This Policy applies only to Buyers who have completed a purchase through the Creelo Platform.
The Policy is designed to assist Buyers who are unable to satisfactorily resolve disputes directly with the Seller.
Buyers must first attempt to resolve the issue with the Seller before escalating the matter through Creelo’s support or grievance channels.
Raising a Claim
Buyers may raise a claim through the customer support mechanism provided on the Platform within the timeline prescribed under the applicable return, refund, or dispute policy.
Creelo may require supporting documents, photographs, videos, invoices, communications, or other evidence for verification of the claim.
Creelo’s customer support team shall act as a facilitating intermediary between the Buyer and the Seller and shall not be obligated to arrange direct conference calls or negotiations between the parties.
Eligibility Conditions
Claims may only be raised by the Buyer who placed the order through the registered account used for the transaction.
Claims relating to physical damage, tampering, or missing items should be reported immediately upon delivery or within the applicable reporting period notified on the Platform.
Buyers are advised not to accept visibly damaged or tampered packages at the time of delivery wherever feasible.
Any damage, misuse, alteration, or deterioration occurring after successful delivery may not be covered under this Policy.
Exclusions from Coverage
The following situations may not be eligible for protection under this Policy:
Claims arising from Buyer’s change of mind, incorrect selection, or subjective dissatisfaction (“Buyer’s Remorse”);
Fraudulent, misleading, exaggerated, or unsupported claims;
Claims where chargeback or recovery proceedings have already been initiated through a bank, card issuer, payment gateway, or financial institution;
Claims raised by users suspended, restricted, blocked, or blacklisted by Creelo for policy violations or suspicious activities;
Claims exceeding the permissible frequency, monetary threshold, or usage limits prescribed by Creelo from time to time;
Technical or manufacturing defects covered exclusively under manufacturer warranty terms; or
Losses arising solely due to shipment or delivery delays, unless otherwise specifically covered by Platform policy.
Investigation and Resolution
Creelo reserves the right to independently review, verify, investigate, and determine the validity of any claim raised under this Policy.
Submission of a claim shall not automatically entitle the Buyer to a refund, replacement, compensation, or other remedy.
During investigation, Creelo may share limited transaction-related details between the Buyer and Seller to facilitate resolution, subject to applicable privacy obligations.
Buyers and Sellers agree to cooperate in good faith and provide accurate and complete information during the resolution process.
Fraud Prevention and Enforcement
Creelo reserves the right to reject, suspend, restrict, or permanently disqualify any user from availing benefits under this Policy where fraudulent, abusive, misleading, or bad-faith conduct is suspected.
Creelo further reserves the right to initiate appropriate civil and/or criminal proceedings against any person submitting false claims, forged documents, misleading information, or engaging in fraudulent conduct in connection with the Platform or this Policy.
Limitation and Finality
Creelo shall not be liable for any indirect, incidental, consequential, special, or punitive losses, costs, or damages arising in connection with claims made under this Policy.
Any operational decision taken by Creelo under this Policy shall be final and binding for the purposes of Platform administration and dispute handling, without prejudice to statutory remedies available under applicable law.
Modification or Withdrawal
Creelo reserves the right to modify, suspend, withdraw, or discontinue this Policy, in whole or in part, at any time and without prior notice.
Creelo’s customer support team may request additional information, documents, or clarification from the Buyer for the purpose of reviewing and resolving a dispute. In the event the Buyer fails to provide the requested information within 10 (ten) days from the date of such request, Creelo reserves the right to automatically close the dispute in favour of the Seller.