💳 Payment & Refund Policy

1. Accepted Payment Methods

1.1 Cash on Delivery (COD)

• Available on eligible orders up to ₹10,000.
• COD charges, if applicable, will be disclosed before order confirmation.
• Payment must be made in Indian Rupees (INR) at the time of delivery.

1.2 Unified Payments Interface (UPI)

• Processed via NPCI-authorised UPI infrastructure.
• Supported apps: Google Pay, PhonePe, BHIM UPI, Paytm UPI, and all UPI-enabled bank apps.
• Transaction limits are as prescribed by NPCI (currently ₹1,00,000 per day for most banks).

1.3 Debit / Credit Cards (via Razorpay)

• Visa, Mastercard, RuPay, American Express, and Diners Club cards accepted.
• Processed by Razorpay Software Private Limited (RBI-authorised payment aggregator).
• 3D Secure (3DS) authentication is mandatory per RBI guidelines.
• We do not store full card details. Tokenisation is performed per RBI CoFT guidelines (effective 1 October 2022).

1.4 Paytm Wallet / Paytm Payments Bank

• Processed by One97 Communications Limited (Paytm), an authorised wallet issuer/payment aggregator.
• Subject to RBI wallet limits: ₹10,000 (min-KYC) and ₹1,00,000 (full-KYC).

1.5 Net Banking

• Available through select banks at checkout.
• Processed via Razorpay's net banking integration.

2. Pricing and Currency

• All prices are displayed in Indian Rupees (INR), inclusive of applicable taxes.
• Terai Roots reserves the right to modify prices without prior notice. The price at the time of order confirmation is binding.
• Goods and Services Tax (GST) is charged as applicable under the CGST Act, 2017 and applicable State GST Act.
• Our GSTIN is 09AQVPB9537E4ZB.

3. Order Confirmation & Settlement

• An order is confirmed only upon successful payment authorisation.
• For COD orders, confirmation is issued upon order placement; payment settlement occurs at delivery.
• Online payments are typically settled to our bank account within T+1 to T+2 working days through the payment aggregator's settlement cycle.

4. Refund & Return Policy

In accordance with the Consumer Protection Act, 2019 and Consumer Protection (E-Commerce) Rules, 2020:

4.1 Eligibility for Refund

• Product delivered is damaged, defective, or incorrect.
• Order was cancelled before shipment.
• Order could not be fulfilled by Terai Roots.

4.2 Refund Timelines

Business days exclude Sundays and national public holidays.

4.3 Refund Process

1. Raise a refund request by contacting us at the details in Section 9.
2. We will review and acknowledge the request within 2 business days.
3. Approved refunds are processed to the original payment instrument wherever technically feasible.
4. For COD orders, refunds are made via NEFT/IMPS to the customer's provided bank account.

4.4 Non-Refundable Items

• Perishable goods once delivered are non-refundable unless defective or mislabelled.
• Items damaged due to customer misuse are not eligible for refunds.

5. Failed & Pending Transactions

• If a payment is debited but no order confirmation is received, the amount will be automatically refunded within 5–7 business days per RBI guidelines on failed transactions (RBI Circular on Harmonisation of Turn Around Time, September 2019).
• You may also contact us for manual reconciliation.

6. Data Security & PCI-DSS

• Terai Roots does not store, process, or transmit cardholder data on its own servers.
• All card payments are processed by Razorpay, which is PCI-DSS Level 1 certified.
• Data transmitted between customers and our platform is encrypted using TLS 1.2 or higher.
• Sensitive financial information is handled per the IT (Reasonable Security Practices) Rules, 2011.

7. Dispute Resolution

• Payment disputes must be raised within 30 days of the transaction date.
• Contact us first at fresh@terairoots.com — we aim to resolve payment disputes faster than escalating to aggregators.
• Unresolved disputes will be escalated to the relevant payment aggregator or bank.
• Persistent disputes may be referred to the RBI Integrated Ombudsman Scheme, 2021.

8. Liability Limits

• Terai Roots' aggregate liability for any payment-related claim shall not exceed the total transaction value of the disputed order.
• We are not liable for delays or failures in refunds caused by the payment aggregator, bank, or payment network.
• We are not liable for unauthorised transactions arising from the customer's failure to secure their payment credentials.

9. Contact Us

For any payment-related queries, disputes, or refund requests: