MRSAM

Customer Terms and Conditions

Effective Date: 07-05-2025
Platform: MRSAM owned and operated by MRSAM INDIA PVT LTD, a private limited company incorporated under the Companies Act, 2013, with its registered office at Unit # 812, 8th Floor, Excellencia Lodha Supremus-1 Rd No. 22, Wagle Estate, Mumbai, Thane – 400604

1. Acceptance of Terms
By accessing, browsing, registering, or using MRSAM, the customer (“You” or “User”) agrees to abide by these Terms and Conditions, the Privacy Policy, Return & Refund Policy, and any additional policies displayed on the website.

2. Eligibility
Use of MRSAM is restricted to individuals who:

  • Are at least 18 years old and legally capable of entering into a binding contract as per the Indian Contract Act, 1872.
  • Provide accurate registration information and maintain updated records.

3. Account Registration and Security

  • Users must create an account to make purchases or avail services.
  • You are responsible for maintaining the confidentiality of your login credentials.
  • MRSAM is not liable for any unauthorized use of your account.

4. Product and Service Orders

  • MRSAM is a marketplace that facilitates transactions between customers and independent vendors or service providers.
  • Product descriptions, pricing, and availability are provided by vendors. While we strive for accuracy, errors may occur and will be corrected as necessary.
  • Orders are confirmed only upon successful payment via secure payment gateways.
  • Services like grooming, health check-ups, and doctor consultations are available either at home or at authorized clinics, as per user selection.

5. Cancellations, Returns & Refunds

  • Product Returns: Eligible for return within [7–10] days for damaged, incorrect, or defective items.
  • Service Cancellations: Must be cancelled at least [24–48] hours in advance to avoid charges.
  • Refunds: Processed as per our Return & Refund Policy within [3–7] business days post-inspection/approval.
  • Non-returnable Products: Includes perishable goods like pet food, open medicines, and certain hygiene items.

6. Customer Conduct
You agree not to:

  • Use the platform for illegal or unauthorized purposes.
  • Post misleading reviews or false information.
  • Attempt to exploit platform vulnerabilities or commit payment fraud.
  • Disrespect or harass vendors, service providers, pets, or staff involved in service delivery.

7. Liability Disclaimer

  • MRSAM is an intermediary under the Information Technology Act, 2000 and does not manufacture or deliver products.
  • The liability for products/services lies with the respective vendor or service provider.
  • MRSAM is not responsible for post-service outcomes (e.g., pet health reactions post-vaccination) unless gross negligence is proven.

8. Pricing and Payment

  • All prices include applicable GST and other charges, unless otherwise stated.
  • Payment methods include UPI, credit/debit cards, net banking, and wallet payments.
  • In case of payment failure but deduction from the bank account, refunds will be initiated as per RBI regulations and gateway policies.

9. Data Privacy

  • Customer information is collected and used in accordance with our Privacy Policy and the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011.
  • Data may be shared with vendors, service providers, and logistics partners only for order fulfilment and service delivery.

10. Dispute Resolution

  • Initial complaints must be raised via the platform’s helpdesk.
  • Unresolved issues may be referred to the Grievance Officer or Nodal Officer under the Consumer Protection Act, 2019.
  • All disputes are subject to Arbitration under the Arbitration and Conciliation Act, 1996, and the exclusive jurisdiction of courts in Thane, Maharashtra.

11. Termination

  • MRSAM reserves the right to suspend or terminate user accounts for policy violations, misuse, or unlawful conduct without prior notice.

12. Amendments

  • These terms may be revised from time to time. Continued use of the platform post-updates constitutes acceptance.

13. Governing Law
These Terms and Conditions shall be governed and interpreted in accordance with the laws of India, with jurisdiction in the courts of Thane, Maharashtra.