Legal & Policies

INOX Secure Services

Terms & Conditions

Welcome to INOX Secure Services. These Terms & Conditions explain the basic rules for using the INOX Secure platform, its services, merchant/agent workflows and store facilities.

1. Platform and Services
INOX Secure provides a connected platform for customers, merchants and agents, including service requests, business/merchant onboarding, leads, managed services and e-commerce/store facilities as enabled on the website.

2. Merchant and Agent Onboarding
A Merchant may submit an onboarding request directly. An Agent may also onboard a Merchant. Both routes are subject to document verification and final Admin approval. Submission of information does not by itself make an account active.

3. Admin Authority
INOX Secure/Admin may verify submitted information, request corrections, approve or reject onboarding, assign or reassign service work, and suspend access where required by the platform rules.

4. Wallet, Leads and Charges
Where applicable, Merchant wallet balances may be used for permitted platform charges such as lead charges and other services enabled by Admin. Lead charges and other applicable amounts may be changed by Admin and will be reflected in the applicable workflow. Wallet funds are not a general cash-withdrawal facility.

5. Store Credit / 90-Day Satisfaction Guarantee
Where a qualifying customer is covered by the 90-Day Satisfaction Guarantee, the applicable benefit is provided as eligible INOX Secure Store Credit for purchases from the INOX Secure Store, subject to the policy conditions shown on the website and any transaction-specific rules. It is not a cash refund, bank transfer or cash withdrawal. The 90-day period, eligibility, exclusions and applicable amount are determined by the applicable service/order record and policy in force at the time.

6. Customer Information
Customers are responsible for providing accurate contact, address and service information. Address/location information submitted for a service request may be used by authorised personnel to provide, verify or visit for the requested service.

7. Prohibited/Unauthorised Use
Users must not misuse the platform, submit false information, attempt unauthorised access, interfere with another user's account, or use the website for unlawful activity.

8. Changes
INOX Secure may update these terms when its services, workflows or policies change. The latest published version on this website will apply to future use, subject to applicable law.

9. Contact
For questions about these terms, use the official Contact Us page or the support channels published there.

Privacy Policy

INOX Secure Services respects the privacy of information provided through its website and platform. This Privacy Policy explains how information may be collected and used for operating the services.

1. Information We May Collect
Depending on the service, we may receive name, mobile number, email address, account details, business/merchant onboarding information, documents, delivery/service address, city, state, pincode, service preferences and other information voluntarily submitted by the user.

2. Location and Address Information
When a customer submits an address or location for a service request, it may be used by authorised INOX Secure personnel for service fulfilment, verification, support or a scheduled visit. The Contact Us page itself is only for INOX Secure's official company contact information and does not publish customer addresses.

3. How Information Is Used
Information may be used to create and manage accounts, process onboarding, provide services, manage orders, communicate with users, handle support requests, manage merchant/agent workflows, maintain records, prevent misuse and improve the platform.

4. Documents
Documents submitted for Merchant/Agent onboarding may be reviewed by authorised personnel for verification and approval purposes.

5. Sharing and Access
Information is intended to be accessible only to authorised users and personnel who need it for the relevant platform, service, support, verification or administrative function, except where disclosure is required or permitted by applicable law.

6. Security
INOX Secure uses reasonable technical and organisational measures within the platform to protect stored information. Users must also keep their account credentials confidential.

7. Retention
Information may be retained for as long as reasonably required for account, service, transaction, legal, security and administrative purposes, subject to applicable requirements.

8. Updates
This policy may be updated when the platform or applicable practices change. The latest published version on this website should be reviewed periodically.

9. Contact
For privacy questions or requests, use the official Contact Us page.

Return, Refund, Replacement & Cancellation Policy

Return, Refund, Replacement & Cancellation Policy

This policy explains the return, refund, replacement and cancellation rules for INOX Secure Services products, services and eligible merchant/customer payments. Eligibility is subject to verification and the applicable transaction record.

1. PRODUCT RETURNS AND REFUNDS
Return and refund are available only for a product that is verified as damaged or defective, subject to the applicable product/order conditions. A customer should contact Customer Care and register a complaint before any return or refund action is taken.

2. COMPANY-SIDE INSPECTION AND ON-SITE REPLACEMENT
After a damaged or defective product complaint is registered with Customer Care, INOX Secure/company-side personnel may arrange a customer visit for inspection and verification. If the product is found eligible for replacement, the replacement will be handled from the company side. Where applicable, the product will be replaced on site at the customer's location. The customer is not required to independently arrange a replacement before the company-side verification process.

3. WRONG PRODUCT
If a wrong product is delivered, the remedy is replacement only after verification. A wrong-product case is not treated as a refund case under this policy unless a different remedy is expressly approved by INOX Secure in accordance with applicable law.

4. SERVICE BOOKING CANCELLATION AND ADVANCE PAYMENT
Where a customer cancels an eligible service booking for which an advance payment has been received, the eligible refund will be processed within 7 working days after the cancellation/refund is approved and the required verification is complete.

5. GST REFUND / TAX ADJUSTMENT
Where a GST amount is refundable or requires an eligible tax adjustment, the applicable refund/adjustment will be processed within 7 working days after approval and completion of the required verification/documentation. GST treatment will follow the applicable invoice and tax requirements.

6. REFUND PROCESSING TIMELINE
For an approved eligible refund, INOX Secure will initiate/process the refund within 7 working days. The actual credit time can also depend on the payment method, bank, payment gateway or other financial institution.

7. REFUND-RELATED DISPUTES AND SUPPORT
If a customer disputes a refund decision, replacement decision or refund amount, the matter may be raised through Customer Support. Refund-related disputes/support cases may take approximately 30 days for investigation and resolution depending on the documents, transaction records, inspection findings and other circumstances.

8. MERCHANT WALLET
Merchant wallet funds are a platform-use balance and are not a general cash withdrawal or bank-transfer facility. Where enabled by the platform, a Merchant may use the wallet for permitted platform functions such as recharge, bill payment, eligible ticket booking, shopping/store purchases, lead charges and other services or charges configured by Admin. A Merchant cannot use the wallet as a general payment-collection or money-transfer account.

9. MERCHANT WALLET REFUNDS / ADJUSTMENTS
A Merchant wallet balance is handled separately from customer product refunds. Any wallet credit, debit, reversal or adjustment will follow the relevant transaction record and platform rules. Where an amount is eligible for reversal or correction, Admin may review and apply the appropriate wallet adjustment rather than treating the wallet as a cash-refund mechanism.

10. CUSTOMER CARE FIRST
For damaged, defective or wrong-product complaints, customers should first register the issue with Customer Care. Product inspection, replacement approval and applicable refund decisions will be based on the complaint, order/invoice records and verification.

11. POLICY UPDATES
INOX Secure may update this policy when its products, services, payment workflows or legal/tax requirements change. The latest published version applies to future transactions, subject to applicable law.

12. SUPPORT
For assistance, use the official Customer Support / Contact Us channel published on the INOX Secure platform.

Cancellation Policy

1. Product Order Cancellation
Product order cancellation is subject to the order status and applicable product/order conditions. Once dispatch or another irreversible fulfilment stage has started, cancellation may not be available.

2. Service Booking Cancellation
A Customer may request cancellation of a service booking through the available support/service workflow. Where an eligible advance payment is refundable, the approved refund will be processed within 7 working days after approval and verification.

3. Completed/Started Services
If a service has already commenced, cancellation/refund eligibility may depend on the work already performed, transaction record, applicable service conditions and law.

4. Merchant/Operational Cancellation
Where a Merchant cannot accept or complete an assigned service, the platform may reassign the request according to operational rules. Any applicable Merchant wallet reversal follows the transaction ledger and platform rules.

5. Contact
Cancellation requests should be raised through Customer Care/Support with the relevant booking or order reference.

Shipping & Delivery Policy

1. Delivery Coverage
Product delivery is available only in serviceable locations and areas supported by the platform or delivery arrangement.

2. Delivery Time
Estimated delivery time shown for an order is an estimate and may vary because of stock, logistics, weather, public holidays, local restrictions or other operational circumstances.

3. Delivery Charges
Any applicable delivery charge, minimum order condition or location-based charge will be shown in the relevant order/checkout flow where supported.

4. Customer Availability
The Customer should provide an accurate delivery address and remain available to receive the order. Failed delivery attempts may require rescheduling under the applicable logistics process.

5. Damaged/Wrong/Defective Delivery
Customers should contact Customer Care promptly. Damaged or defective claims follow the Return, Refund, Replacement & Cancellation Policy; wrong-product cases follow the replacement-only rule stated there.

Product Warranty Policy

1. Manufacturer Warranty
Where a product carries a warranty, the warranty is a **manufacturer-side warranty**. Warranty coverage, duration, exclusions, repair/replacement method and eligibility are determined by the product manufacturer and the warranty terms applicable to that product.

2. Manufacturer Responsibility
The manufacturer is responsible for warranty obligations where the manufacturer's warranty applies. INOX Secure may assist the Customer in coordinating or communicating the warranty request through the available support process, but does not replace the manufacturer's warranty terms.

3. Warranty Claim Process
The Customer may be asked for the invoice/order reference, serial number, photographs, installation information or other proof required by the manufacturer.

4. Warranty vs Return/Refund
Manufacturer warranty is separate from the INOX Secure return/refund/replacement policy. A warranty claim does not automatically create a refund entitlement.

5. Exclusions
Physical damage caused after delivery, misuse, unauthorised modification, improper installation, normal wear and other manufacturer-specified exclusions may be outside warranty coverage.

6. Verification
Eligibility is determined according to the manufacturer's warranty conditions and any applicable inspection/verification process.

Merchant Wallet Terms

1. Nature of Wallet
The Merchant Wallet is a platform-use balance for permitted INOX Secure business/platform transactions. It is not a bank account and is not a general-purpose cash wallet.

2. Permitted Uses
Where enabled, the wallet may be used for permitted recharge, bill payment, eligible ticketing, INOX Secure Store purchases, service/lead charges and other Admin-configured platform charges.

3. No General Money Transfer
The Merchant cannot use the wallet as a general customer-payment collection account, unrestricted money-transfer account, bank-transfer facility or cash-withdrawal facility.

4. Lead Charges
Where a lead charge applies, the configured charge may be debited from the Merchant Wallet according to the applicable assignment and wallet ledger rules.

5. Wallet Records
Credits, debits, refunds, reversals and adjustments are recorded in the wallet ledger. The ledger is the authoritative transaction record subject to applicable reconciliation and correction procedures.

6. 90-Day Rules
Where a Merchant wallet balance is subject to a 90-day service-period rule under the applicable platform plan, the start date and eligible usage are determined by the relevant transaction/approval record and platform rules.

7. Corrections
Admin may review and correct a wallet transaction where a genuine transaction, reconciliation or system error is established. Such correction is recorded in the ledger.

Payment Terms

1. Payment Methods
Payment options are shown according to the transaction and enabled platform configuration, which may include wallet, COD/cash or another merchant-supported/direct method where applicable.

2. Payment Confirmation
A payment is treated as completed only when the relevant transaction/payment record confirms successful receipt or the applicable payment workflow records completion.

3. Failed or Duplicate Payments
Customers should contact Support with the transaction/order reference if a payment appears failed, duplicated or incorrectly recorded. Reconciliation may require payment-gateway or bank confirmation.

4. Refunds
Eligible refunds follow the Return, Refund, Replacement & Cancellation Policy and applicable payment/tax requirements.

5. Taxes
Applicable GST and other taxes are reflected according to the applicable transaction, invoice and law.

GST & Tax Disclosure

1. GST
Where GST is applicable, the platform will calculate/display tax according to the applicable product/service transaction and tax configuration.

2. GST-Inclusive Amounts
Where the displayed customer amount is GST-inclusive, the applicable tax component is included within the total payable amount as shown on the invoice/receipt.

3. Intra-State / Inter-State
Where applicable, the invoice will show the relevant tax treatment, such as CGST/SGST for intra-state supplies or IGST for inter-state supplies, subject to the actual place-of-supply and tax rules.

4. Refund/Adjustment
Eligible GST refunds or tax adjustments follow the applicable invoice, credit-note and tax requirements and the 7-working-day processing target stated in the Return/Refund Policy where applicable.

5. Invoice Data
Customer-facing invoices/receipts will use the applicable business/tax registration information configured for the transaction. Personal owner/proprietor details are not required to be displayed merely as customer-facing business GST details.

Grievance & Customer Support Policy

1. First-Level Support
Customers should first contact Customer Care/Support with the relevant order, service booking, invoice, wallet or transaction reference.

2. Complaint Records
Support may request documents, photographs, payment references or other information necessary to investigate the issue.

3. Product Claims
Damage, defect and wrong-product complaints are handled according to the Return/Refund/Replacement Policy and applicable inspection process.

4. Refund Disputes
Refund-related disputes/support cases may take approximately 30 days for investigation and resolution depending on the evidence and transaction records.

5. Escalation
If an issue remains unresolved, the Customer may use the escalation/contact details maintained by Admin on the official Contact Us page.

6. No Waiver of Legal Rights
This policy does not remove or restrict any mandatory consumer or other legal rights that cannot lawfully be excluded.

Merchant & Agent Responsibility Policy

1. Merchant Responsibility
Merchants must provide accurate business information, maintain required documents, honour accepted service commitments, provide accurate product/service information where applicable, and follow platform and applicable legal requirements.

2. Agent Responsibility
Agents may assist with Merchant onboarding and assigned operational activities. Information and documents collected by an Agent must be accurate and handled through authorised platform workflows.

3. Admin Approval
All onboarding routes remain subject to verification and final Admin approval. Admin may request corrections, approve, reject, suspend or remove access according to platform rules and applicable law.

4. Customer-Facing Information
Only information intended for the relevant customer-facing workflow should be displayed. Sensitive or unnecessary Merchant/Agent profile details should not be exposed to customers.

5. Responsibility for Submitted Data
The party submitting information is responsible for its accuracy and lawful submission.

Disclaimer & Limitation of Liability

INOX Secure operates a digital platform connecting customers with products, services and authorised business workflows. Product manufacturers, merchants, delivery partners, payment providers, banks, telecom providers and other third parties may have separate responsibilities and terms.

INOX Secure will use reasonable operational and technical measures to provide the platform and support its published workflows. However, service availability, delivery timing, payment-gateway status, manufacturer warranty decisions and other matters dependent on third parties may be outside direct platform control.

Nothing in this disclaimer excludes or limits liability or consumer rights where such exclusion or limitation is prohibited by applicable law.

Intellectual Property Policy

All INOX Secure names, logos, branding, original text, graphics, software, page designs and other platform materials are protected by applicable intellectual-property laws.

Users may access the materials for normal use of the platform but must not reproduce, scrape, modify, distribute, sell, publish or commercially exploit protected material without appropriate permission, except where permitted by law.

Third-party product names, trademarks and manufacturer materials remain the property of their respective owners.