Terms of Service

01Who we are and what these Terms cover

B4Bharat Ghar (“Ghar”) is the household shopping part of the B4Bharat app. It is run by B4Bharat Reltech Private Limited (“B4Bharat”, “we”, “us”), 36/5, Hustlehub Tech Park, Somasundarapalya Main Rd, adjacent 27th Main Road, ITI Layout, Sector 2, HSR Layout, Haralukunte Village, Bengaluru, Karnataka 560102. B4Bharat is a company incorporated in India under the Companies Act, 2013; the address above is its office and the address for legal notices.

These Terms apply when you create a Ghar account, use Ghar after logging in, place an order or contact us about one — in the app or on the Ghar pages of b4bharat.com. They are an electronic record under the Information Technology Act, 2000 and need no signature. The Ghar Privacy Policy forms part of these Terms.

If you also use B4Bharat for a business, the B4Bharat business Terms of Service govern that business use. These Terms govern Ghar.

02Who can use Ghar

• You must be at least 18 years old and able to enter into a contract under the Indian Contract Act, 1872.
• Ghar is for personal and household use. Products bought on Ghar are not for resale or commercial use. If you are buying for a shop or another business, use B4Bharat Dukaan, our portal for businesses, which gives a GST invoice with your GSTIN. We may cancel a Ghar order, and refund it in full, if its quantities or pattern show that it is being bought for resale or business use.
• We deliver only in India, to the pincodes Ghar serves (see Delivery).
• Ek mobile number, ek account: a mobile number can hold one B4Bharat account, in one B4Bharat portal at a time.
• We may refuse or close an account if the details given are false or the account is misused (see Suspending or closing an account).

03Your Ghar account and OTP login

• You sign up and log in with your mobile number and a one-time password (OTP) that we send by WhatsApp or SMS. Products, prices and ordering are available only after you log in.
• Never share your OTP — not with a seller, a delivery person, a Sarthi or anyone who says they are from B4Bharat. We will never ask you for it.
• Use your real name and keep your details up to date (Account → Mera profile). Email is optional.
• You are responsible for what is done through your account. Tell us at once if you think someone else has used it.
• When you accept these Terms — at sign-up or when you finish your Ghar profile — we record the version you accepted (G-1.0) and the time.
• Moving your number to another B4Bharat portal is done by request in the app (Account → Portal badlo) and needs our approval. After an approved move your Ghar profile is paused and you are logged out.

04Our role: a marketplace

Ghar is an online marketplace. B4Bharat acts as an intermediary under the Information Technology Act, 2000 and as an e-commerce entity running a marketplace under the Consumer Protection (E-Commerce) Rules, 2020.

• Products are sold by independent sellers. The contract of sale for an order is between you and the seller of that order. The seller is the seller of record: it sells the products to you, issues the tax invoice and is responsible for the products as described below. Where a listing shows B4Bharat as the seller (“Sold by B4Bharat”), B4Bharat Reltech Private Limited is the seller of that listing and has the seller’s responsibilities for it.
• Sellers are responsible for the products they list: the accuracy of the listing, quality, safety, packaging, labelling, legal compliance and dispatch.
• B4Bharat runs the app, collects payment through Razorpay, handles cancellations and refunds as these Terms describe, and provides customer support.
• Brand names, product names and images belong to their owners. Photos are for illustration; the product you receive may differ slightly in colour or packaging.
• The cart, checkout and your orders list show the seller’s business name (“Sold by …”). The product page and each order’s details also show the seller’s full address and a customer-care number: B4Bharat’s Ghar support, which handles questions about every Ghar seller. The seller’s GSTIN is printed on its tax invoice, and support gives it to you on request. Complaints about a seller go to support or to our Grievance Officer (see Help and grievances).

05Orders and prices

• Prices include GST (“Sab taxes shaamil”). Prices are in Indian rupees and are the ones shown in the app when you place the order.
• Delivery charges, if any, are shown separately at checkout before you pay. The total shown at checkout is the amount you pay.
• Limits apply as shown in the app: a maximum number of pieces of a product in one order, and a minimum and maximum order value.
• Placing an order is an offer to buy. The order is accepted when the seller confirms it. A seller may decline an order (shown as “Accept nahi hua”); if you have paid, see Refunds.
• One checkout can be split into several orders, one per seller, each delivered separately. The app tells you when this happens.
• Stock is reserved for you when you place an order, and released if the order is cancelled or not paid.
• If a price or listing is clearly wrong (for example an obvious typing error), we or the seller may cancel the order and refund what you paid for it in full.
• Coupons and offers, if any, follow the conditions shown with them in the app. Unless a coupon says otherwise: one coupon per checkout; it applies only to eligible items and only until its expiry; it reduces the price of the items, not the delivery charge, as checkout shows; it has no cash value and cannot be exchanged or transferred. If an order that used a coupon is refunded, you get back what you actually paid. We may withdraw a coupon, or cancel orders that use it, if it is misused (for example through several accounts).

06Payment

• Ghar accepts online payment only, processed by Razorpay, an RBI-authorised payment aggregator: UPI, debit or credit card, and netbanking, as offered at checkout. Cash on delivery is not available.
• You enter your card, UPI or bank details on Razorpay’s secure payment screen. We never receive or store your full card number, CVV, UPI PIN or netbanking password.
• One payment covers the whole checkout, even when the checkout is split into several orders.
• If the payment does not go through, your orders show “Payment baaki” and you can pay from Orders → Pay now. If the payment is not completed within a limited time, the unpaid orders of that checkout are cancelled automatically and nothing is charged.
• If money is taken for a checkout that was already cancelled or had timed out, it is refunded in full to the same payment method automatically.
• Pay only inside the app. Never pay cash, or to a personal UPI ID or bank account, to a seller, a delivery person or a Sarthi. We are not responsible for payments made outside the app.

07Delivery

• We deliver only to serviceable pincodes. Checkout checks your pincode and tells you if we do not deliver there yet (“Abhi yahan delivery nahi hoti”).
• Delivery charges are as shown in the app at checkout, including any free-delivery offer that applies to your order.
• The seller packs your order and sends it through a courier or delivery partner. Delivery times shown are estimates: we do not promise a fixed delivery date or time. If your order is delayed we tell you in the app or on WhatsApp, and you can ask support to cancel an order that has not yet been dispatched, with a full refund.
• Give a complete address and a phone number on which you can be reached; the delivery partner may call you. You can add delivery notes such as a gate number, floor or landmark.
• Follow each order in Orders: “Order placed” → “Confirm ho gaya” → “Raste mein” → “Pahunch gaya”.
• Risk in the products passes to you when they are delivered to your address or to the person who receives them there.
• If delivery fails because the address is wrong or nobody is available: the delivery partner may call you and try again, up to 2 attempts in all. If the order still cannot be delivered, or you refuse it at the door, it goes back to the seller, and once the seller has it back we refund what you paid for that order, including its delivery charge. We keep the delivery charge only if delivery failed because the address or phone number you gave was wrong or incomplete, or you refused the order without a valid reason (such as a damaged package, a wrong item or a long delay); the rest is refunded.

08Cancelling an order

Cancelling it yourself

• You can cancel an order from Orders → Cancel order only before the seller confirms it. If the app does not offer Cancel order for an order, it can no longer be cancelled there; contact support.
• Payment not done yet (“Payment baaki”): cancelling cancels every unpaid order of that checkout, because one payment covers the whole checkout. Nothing has been charged, so there is nothing to refund.
• Already paid, not yet confirmed by the seller: only that order is cancelled, and its refund starts at once (see Refunds).
• Once the seller has confirmed the order it cannot be cancelled in the app. Contact support before the order is dispatched (before it shows “Raste mein”) and we will ask the seller to cancel it; if it is cancelled, you get a full refund. After dispatch you can refuse the delivery at the door: once the package is back with the seller, we refund what you paid for that order (see Delivery for the one case where the delivery charge is kept). There is no cancellation charge.

Cancellation by the seller or by us

• A seller may decline an order, for example when a product is out of stock.
• We may cancel an order where we reasonably suspect fraud or misuse, where a price or listing is clearly wrong, where we cannot deliver to the pincode, or where these Terms are breached.
• If an order you paid for is declined or cancelled this way, you get back the full amount you paid for that order (see Refunds).

09Refunds

• Refunds go back to the original payment method — the same UPI, card or bank account. We do not refund in cash or as store credit.
• For a cancelled paid order you get back the full amount you paid for that order: the items after any discount, plus that order’s delivery charge.
• When you cancel a paid order before the seller confirms it, the refund starts at once.
• When a seller declines, or we cancel, an order you paid for, we start the refund within 2 working days.
• Once a refund has been sent it usually reaches your account in 5–7 working days. The exact time depends on your bank or card issuer.
• The order shows the refund status (“Refund in progress”, then “Refunded”). If the money has not arrived 7 working days after the refund was sent, contact support with your order number.

10Returns and damaged items

• At launch, Ghar does not offer returns or exchanges. A delivered product cannot be returned because you changed your mind.
• If a product arrives damaged, defective, wrong, missing or expired, contact support within 48 hours of delivery with your order number and photos of the package and the product.
• We review the claim with the seller. If it is accepted, we refund the affected amount to your original payment method, or, where the seller can send one and you prefer it, the seller replaces the item. We may ask for more photos of the outer package and its label, or an unboxing video if you have one; please keep the product and its packaging until we have finished the review.
• Manufacturer warranties, where offered, are given by the brand under its own warranty terms and are claimed with the brand or its service centre.
• Nothing in this section limits your rights under the Consumer Protection Act, 2019.

11Tax invoice

• Ghar orders are consumer (B2C) supplies. GST is included in the price and is charged according to the delivery address.
• The tax invoice for an order is issued by the seller of that order, as the seller of record (for a listing sold by B4Bharat, by B4Bharat). The seller sends it with your delivery; if you did not get it, ask support with your order number and we will get a copy from the seller.
• Ghar invoices carry no buyer GSTIN, so they are not meant for claiming input tax credit.

12Linking a Sarthi code (optional)

• B4Bharat Sarthis are independent local partners of B4Bharat. They are not employees or agents of B4Bharat or of any seller.
• You may link one Sarthi code to your account — at sign-up, in Account → Sarthi code, or by opening a Sarthi’s share link. It is optional, and Ghar works the same without it.
• You can change or remove the code after the waiting period shown in the app.
• A linked Sarthi may earn a commission from B4Bharat on your orders. Linking a code never changes the price you pay: the commission is paid by B4Bharat and is not added to your bill.
• A linked Sarthi sees only limited details about you and your orders — never your full phone number or your address (see the Privacy Policy).
• A Sarthi cannot take payment from you, place orders for you or ask for your OTP. Report anything like this to support.
• Sarthi codes start working when the B4Bharat Sarthi programme launches. A code entered before then does not link you to a Sarthi.

13Using Ghar fairly

You must not:

• give false details, pretend to be someone else, or open an account in another person’s name;
• use several accounts, or misuse coupons, offers or the refund process;
• buy products on Ghar to resell them;
• make fraudulent payments, or raise a chargeback for an order you received as described;
• abuse, threaten or harass sellers, delivery partners, Sarthis or our support team;
• copy, scrape or extract data from the app or the website by automated means, or reverse-engineer the app;
• interfere with the security of the app or upload harmful code;
• use Ghar for anything unlawful.

14Our content, and limits on our responsibility

The app, the website, their design and software, and the B4Bharat and B4Bharat Ghar names and logos belong to B4Bharat or its licensors. You may use them only to shop on Ghar for yourself.

We work to keep the app available and listings accurate, but we cannot promise that the app will always be available or free of errors. Listings come from sellers.

To the extent the law allows, B4Bharat’s total liability to you for an order is limited to the amount you paid for that order, and B4Bharat is not liable for indirect or consequential loss (such as loss of profit or opportunity). Nothing in these Terms excludes or limits a liability that the law does not allow to be excluded, or your rights as a consumer.

15Suspending or closing an account

• You can delete your account at any time from the account menu in the app (Delete Account). How deletion works, including the 30-day window to change your mind, is in the Privacy Policy.
• Orders already placed and refunds already due continue under these Terms after you close your account.
• We may suspend or close an account, or cancel its orders, where we reasonably believe it is being used fraudulently, in breach of these Terms or the law, or in a way that puts others at risk. We tell you the reason in the app or on WhatsApp, unless the law or an investigation prevents it. You can appeal within 15 days by writing to the Grievance Officer (see Help and grievances); we decide within 15 days of receiving the appeal and tell you the outcome. Refunds already due to you are paid in any case.

16Help, complaints and the Grievance Officer

• Support first: message the support WhatsApp number shown in the app, with your order number. Support is on WhatsApp at +91 82951 00101 and by email at contact@b4bharat.com, from 8 am to 9 pm, every day.
• Grievance Officer: Grievance Officer, B4Bharat Reltech Private Limited, 36/5, Hustlehub Tech Park, Somasundarapalya Main Rd, adjacent 27th Main Road, ITI Layout, Sector 2, HSR Layout, Haralukunte Village, Bengaluru, Karnataka 560102. Email contact@b4bharat.com, phone +91 82951 00101. The same details are on b4bharat.com/help.
• We acknowledge a complaint within 48 hours and resolve it within one month of receiving it, as the Consumer Protection (E-Commerce) Rules, 2020 require, and we tell you the outcome in writing (on WhatsApp or by email).
• You may also approach the National Consumer Helpline, or the consumer commission with jurisdiction under the Consumer Protection Act, 2019.

17Governing law and disputes

These Terms are governed by the laws of India. Please first raise any dispute with support or the Grievance Officer so that we can try to resolve it. Subject to that, the courts at Bengaluru, Karnataka have jurisdiction over disputes arising from these Terms. Nothing in this section limits your right to approach the consumer commissions under the Consumer Protection Act, 2019, where the law allows.

18Changes to these Terms

• The version and effective date at the top of this page identify the Terms in force. These Terms and the Ghar Privacy Policy always carry the same version (G-1.0 today).
• When we change them we publish the new text here with a new version number, and tell you about material changes in the app at least 15 days before they take effect. If you keep using Ghar after that, the new Terms apply to the orders you place from then on; if you do not agree, you can stop using Ghar and delete your account. Where the law requires your fresh consent, we ask for it in the app.
• Each order follows the Terms in force when it was placed.