Terms of Use

Effective and last updated: 05th October, 2026

1. Introduction/ About the company & Acceptance of Terms

This platform, DukaanSe, is owned and operated by Vyaptra Solutions Private Limited, a company incorporated under the Companies Act, 2013, with its registered office at Lower Parel, Mumbai, Maharashtra 400013, and bearing a Corporate Identification Number (CIN): U47912MH2025PTC454001.

All references to “DukaanSe,” “we,” “us,” or “our” in these Terms or Policies refer to Vyaptra Solutions Private Limited.

For any queries, contact us at support@dukaanseindia.com or write to the above address.

These Terms of Use (“Terms”) govern your access to and use of the DukaanSe Mobile Application and website (the “Platform”) and any related services provided by Vyaptra Solutions Private Limited (“Vyaptra”, “DukaanSe”, “we”, “us” or “our”). By accessing or using the Platform, you:

1. confirm that you are at least 18 years of age;

2. accept and agree to be bound by these Terms; and

3. accept our Privacy Policy and Refund & Cancellation Policy.

2. Definitions

• User / You: any person using the Platform to browse, order, pick up or receive goods.

• Merchant: third-party store or seller listing goods on the Platform.

• Order: a confirmed request placed by a user to purchase goods.

• Gullak Coins / Coins: DukaanSe’s promotional rewards programme, as set out in Section 7.

• Pickup: orders collected directly by the user from the merchant.

• Delivery: a delivery service provided by DukaanSe to the user and carried out, on DukaanSe’s behalf, by the staff of the store from which the user ordered.

3. Eligibility & Account Security

• Users must be 18 years or older to register or use the Platform.

• You are responsible for maintaining the confidentiality of your account credentials. All activity under your account is your responsibility.

• DukaanSe reserves the right to suspend or terminate accounts suspected of fraud, misuse, or breach of Terms.

• DukaanSe operates the platform and does not manufacture, store or stock the goods listed. The merchant sells the goods and is responsible for their quality, hygiene, shelf life, and compliance with the Food Safety and Standards Act, 2006. DukaanSe is responsible for the services it provides to you, including the platform, payments and delivery, and will help resolve any grievance through its Grievance Officer.

4. Platform Nature & Merchant Relationship

• DukaanSe operates as a marketplace connecting users and merchants. Unless explicitly stated, DukaanSe is not the seller or manufacturer of merchant goods.

• DukaanSe does not assume responsibility for product quality or merchant obligations beyond facilitating the order and payment process, but remains responsible for its own services.

• Merchants are independent contractors; DukaanSe does not control merchant pricing, quality, or fulfilment timelines.

• Product listings display the information required under the Legal Metrology (Packaged Commodities) Rules, 2011 and the Consumer Protection (E-Commerce) Rules, 2020, including MRP, net quantity, and the name and address of the seller. Merchants are responsible for the accuracy of this information.

• Where you choose delivery, DukaanSe provides the delivery service and collects the delivery fee. The delivery is carried out on DukaanSe’s behalf by the staff of the store you ordered from.

5. Pricing, Fees & Payment

• Delivery Fee: ₹25 per order (FREE for orders above ₹899). Inclusive of GST, charged by DukaanSe.

• Marketplace Fee: A marketplace fee, inclusive of GST, is charged by DukaanSe to the user on every order as per the chart below. It is shown in your cart before you pay and is never charged to the Merchant.

• Prices displayed include applicable taxes unless stated otherwise.

• DukaanSe may update its fees and charges with notice on the platform. Changes do not apply to orders already placed.

• All orders are prepaid through our payment partner. DukaanSe does not offer cash on delivery.

6. Orders, Fulfilment & Cancellation

Users may cancel pickup or delivery orders within 5 minutes of placing the order or before the merchant accepts the order, whichever is earlier. Once an order is received or dispatched, cancellation may not be possible.

In exceptional circumstances (merchant delay, out-of-stock), DukaanSe may allow cancellation beyond this window at its discretion.

Uncollected pickup orders are handled as set out in the Refund & Cancellation Policy.

7. Gullak Coins & Rewards Program

DukaanSe may issue promotional credits known as “Gullak Coins” to users as part of loyalty or referral programs. Gullak Coins are promotional loyalty credits, not legal tender or prepaid instruments.

Nature & Usage:
a. Gullak Coins are promotional rewards with no cash value. They cannot be encashed, transferred to a bank account or to another user, or redeemed for cash. DukaanSe may cancel or revoke coins only in cases of fraud, misuse or breach of these Terms.
b. Redeemable only for eligible orders on the DukaanSe platform as specified in the app.
c. Valid for 30 days from issuance, and expired coins cannot be restored. DukaanSe may choose not to apply expiry for a period. If it does, it will give at least 15 days’ notice in the app before it starts applying expiry, and coins already in your Gullak will stay valid for 30 days from that notice.
d. Changes to the coin programme apply going forward, with notice on the platform, and do not reduce coins already in your Gullak.

Fraud & Misuse:
DukaanSe may withhold, cancel, or revoke coins if fraud, abuse, or policy violations are suspected.

Legal Classification:
Gullak Coins are not Prepaid Payment Instruments (PPIs) under the RBI Master Directions on PPIs. They represent promotional value provided at DukaanSe’s discretion. DukaanSe may maintain a notional ledger for reconciliation, but no escrow or separate wallet balance is created in the user’s name.

Earning Coins:

• Pickup and delivery orders earn coins on the item value, credited once the order is completed:

1. ₹200 - ₹299 earn 5%-coin credit.

2. ₹300 - ₹499 earn 3%-coin credit.

3. ₹500+ earn 2%-coin credit.

4. Sign-up bonus: Every new user receives 50 Gullak Coins on signing up.

5. Adding a Kirana Store: You earn 100 Gullak Coins for each Kirana Store you add that is approved and listed on DukaanSe. There is currently no limit on the number of Kirana Stores you can add; DukaanSe may introduce a limit with prior notice on the Platform.

Gullak Coin Redemption:

• Pickup orders: coins can pay up to 25% of the item value, up to a maximum of 100 coins (₹100) per order.

• Delivery orders: coins cannot be redeemed on delivery orders.

Validity:

• All coins credited into the Gullak through sign-up, referrals, orders or adding a Kirana Store expire after 30 days.

• Coins are non-transferable and cannot be converted to cash.

Fraud & Misuse: DukaanSe reserves the right to revoke coins obtained through fraudulent or manipulative activity.

8. Referral Program

• User Referral: The referrer earns 50 Gullak Coins after the referred user completes their first order. The referred user receives the standard 50-coin sign-up bonus.

• DukaanSe reserves the right to validate or withhold referral benefits in case of fraud or misuse.

9. Merchant Policy Summary

• Merchants must accept the DukaanSe Merchant Onboarding Agreement and comply with product laws and quality standards.

• Merchants are responsible for fulfilment accuracy, product safety, and statutory compliance.

10. Intellectual Property

All trademarks, graphics, and software used on DukaanSe are owned by or licensed to DukaanSe. Users are granted a limited, non-exclusive, non-transferable license to use the platform.

11. Limitation of Liability

To the maximum extent permitted by law, DukaanSe shall not be liable for indirect, incidental, punitive, or consequential damages. DukaanSe’s aggregate liability in any 12 months shall not exceed the total fees or order value paid (as applicable) under which the claim arose, except for:

1. gross negligence

2. wilful misconduct, or

3. statutory liabilities which cannot be limited under applicable law.

12. Indemnification

You agree to indemnify DukaanSe and its affiliates against claims, damages, or losses arising from your misuse of the Platform or violation of these Terms.

Acceptable use & content: You must not use the Platform to post or share content that is unlawful, defamatory, obscene, harmful to children, infringing, misleading, threatening to the unity or security of India, contains malware, or impersonates another person, or that otherwise breaches the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021. DukaanSe may remove such content and suspend accounts that breach this clause. Reviews and ratings must reflect your genuine experience.

Communications: We send order updates and reminders. We send promotional messages only with your consent, and you can opt out at any time.

Account deletion: You can delete your account at any time from the app or by writing to support@dukaanseindia.com.

Severability: If any provision of these Terms is held invalid, the remaining provisions continue in force.

13. Governing Law & Dispute Resolution

The laws of India govern these Terms. Any disputes shall be subject to the exclusive jurisdiction of the courts in Mumbai, Maharashtra. This does not affect your right to file a complaint before a consumer commission under the Consumer Protection Act, 2019.

DukaanSe complies with the Digital Personal Data Protection Rules, 2025, and updates its practices as each provision comes into force.

14. Amendments

DukaanSe reserves the right to modify these Terms at any time. Material changes will be notified in the app before they take effect, with an updated effective date.

15. Contact Information

• Name: Yadubansh Mani

• Email: grievance@dukaanseindia.com

• Ph. No.: +91 961 970 1528

• Designation: Co-Founder

• Address: Lower Parel, Mumbai, Maharashtra 400013

The Grievance Officer details above are published under the Consumer Protection (E-Commerce) Rules, 2020, the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Digital Personal Data Protection Act, 2023.

Complaints are acknowledged within 24 hours and resolved within 15 days.