1. Information We Collect

Information You Provide

When you create an account or place an order, we collect the following information:

• Account Information: Full name, email address, mobile number, and password (encrypted)
• Delivery Information: Delivery addresses, landmark details, and location preferences
• Payment Information: UPI IDs, card last-four digits (we never store full card numbers), and preferred payment methods
• Order History: Products ordered, quantities, frequencies, and delivery preferences
• Communication: Messages, feedback, reviews, and support queries you send us

Information Collected Automatically

When you use our website or app, we automatically collect certain technical information including your IP address, browser type, device information, operating system, pages visited, time spent on pages, and clickstream data. We use cookies and similar tracking technologies to enhance your experience.

2. How We Use Your Information

We use the information we collect for the following purposes:

• Order Fulfillment: Processing orders, arranging delivery, sending order confirmations and delivery updates via SMS and email
• Account Management: Creating and maintaining your account, authenticating your identity, and providing customer support
• Personalisation: Recommending products based on your purchase history and preferences, personalising your shopping experience
• Marketing: Sending promotional offers, newsletters, and exclusive deals — only if you have opted in
• Platform Improvement: Analysing usage patterns to improve our website, app, and service quality
• Legal Compliance: Fulfilling legal obligations, preventing fraud, and resolving disputes

3. Information Sharing

We do not sell, rent, or trade your personal information to third parties. We share your data only in the following limited circumstances:

• Delivery Partners: We share your name, phone number, and delivery address with our delivery personnel to complete your order
• Payment Processors: Payment information is securely processed by RazorPay/PayU, which are PCI-DSS compliant
• Service Providers: We work with SMS, email, and analytics providers who process data only as we instruct
• Legal Requirements: We may disclose information if required by law or to protect our legal rights

4. Data Security

We implement industry-standard security measures to protect your personal information:

• All data transmission is encrypted using SSL/TLS protocols (HTTPS)
• Passwords are hashed using bcrypt — we never store plain-text passwords
• Payment data is handled by PCI-DSS compliant payment gateways
• Regular security audits and vulnerability assessments are conducted
• Access to personal data is restricted to authorised employees only

While we take all reasonable precautions, no internet transmission is 100% secure. We encourage you to use a strong, unique password for your account.

5. Cookies Policy

We use cookies to improve your experience on our platform. Cookies are small text files stored on your device. We use:

• Essential Cookies: Required for the website to function — session management, cart data, authentication
• Analytics Cookies: Google Analytics to understand how visitors use our site (anonymised data)
• Preference Cookies: Remember your language, location, and display preferences
• Marketing Cookies: Display relevant ads on third-party platforms (only with your consent)

You can manage cookie preferences through your browser settings. Disabling certain cookies may affect website functionality.

6. Your Rights

Under Indian data protection regulations and our commitment to transparency, you have the right to:

• Access: Request a copy of all personal data we hold about you
• Correction: Update or correct inaccurate information via your account settings or by contacting us
• Deletion: Request deletion of your account and associated personal data
• Opt-out: Unsubscribe from marketing communications at any time via email links or account settings
• Data Portability: Request your data in a machine-readable format

To exercise any of these rights, contact our Privacy Officer at privacy@divyatraders.in or call +91 920 805 8138. We will respond within 30 days.

7. Children's Privacy

DivyaTraders is not intended for children under 13 years of age. We do not knowingly collect personal information from children. If you believe a child has provided us with personal information, please contact us and we will delete it promptly.

8. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of significant changes via email or a prominent notice on our website. Continued use of our services after changes constitutes acceptance of the updated policy.

9. Contact Us

For any privacy-related queries, concerns, or requests, please contact our Privacy Officer:

1. Acceptance of Terms

These Terms and Conditions ("Terms") govern your use of the DivyaTraders website (divyatraders.in) and mobile application (collectively, the "Platform") operated by DivyaTraders Private Limited ("Company," "we," "us," or "our"). By creating an account, placing an order, or using any part of the Platform, you confirm that you are at least 18 years old and have the legal capacity to enter into this agreement.

2. Account Registration

• You must provide accurate, complete, and current information when creating your account
• You are responsible for maintaining the confidentiality of your account credentials
• You are responsible for all activities that occur under your account
• Notify us immediately at support@divyatraders.in if you suspect unauthorised account access
• We reserve the right to terminate accounts found to be in violation of these Terms
• One person may not maintain more than one active account

3. Orders and Pricing

Placing Orders

Orders can be placed through our website or app. Your order constitutes an offer to purchase. Order acceptance occurs when you receive a confirmation SMS/email from us. We reserve the right to cancel orders at our discretion, with full refund.

Pricing

All prices are listed in Indian Rupees (INR) and include applicable GST. Prices are subject to change without prior notice due to seasonal variations in produce availability. We strive to honour listed prices at the time of order placement, but reserve the right to modify prices due to significant market fluctuations.

Availability

Product availability is subject to stock and seasonal factors. If an ordered item becomes unavailable after order confirmation, we will notify you and offer a suitable substitute or a full refund for that item.

4. Payment Terms

• Payment must be completed at the time of order (for prepaid orders) or upon delivery (for COD orders)
• We accept UPI, credit/debit cards, net banking, wallets, and cash on delivery
• COD orders above ₹2,000 may require advance partial payment at our discretion
• Promotional codes are subject to their stated validity, conditions, and one-per-account restrictions
• In case of payment failure, orders are not confirmed and items may be sold to other customers

5. Delivery Terms

Delivery is subject to serviceable areas, weather conditions, and operational capacity. Estimated delivery times are indicative. We are not liable for delays caused by factors beyond our reasonable control including traffic, weather, or government restrictions. Please refer to our full Delivery Information page for details.

6. Prohibited Activities

You agree not to:

• Use the Platform for any unlawful purpose or in violation of these Terms
• Attempt to gain unauthorised access to our systems or other users' accounts
• Submit false, misleading, or fraudulent orders or reviews
• Resell products purchased from DivyaTraders without prior written consent
• Use automated tools (bots, scrapers) to access or collect data from our Platform
• Post abusive, defamatory, or inappropriate content in reviews or communications

7. Intellectual Property

All content on the DivyaTraders Platform — including logos, images, text, graphics, and software — is the intellectual property of DivyaTraders Private Limited or our content licensors. You may not copy, reproduce, distribute, or create derivative works without our express written permission.

8. Limitation of Liability

To the maximum extent permitted by law, DivyaTraders shall not be liable for any indirect, incidental, special, or consequential damages arising from your use of our Platform. Our total liability for any claim shall not exceed the value of your most recent order. We make no warranties about the uninterrupted or error-free operation of our Platform.

9. Governing Law

These Terms are governed by the laws of India. Any disputes arising under these Terms shall be subject to the exclusive jurisdiction of the courts of Mumbai, Maharashtra.

10. Contact

For questions about these Terms, contact us at legal@divyatraders.in or call +91 920 805 8138.

How Our Delivery Works

Every morning, our team receives fresh produce from partner farms before 5 AM. Our quality team inspects every batch, we pack your order in chilled, eco-friendly packaging, and our delivery fleet ensures it reaches you in perfect condition.

Delivery Slots & Timings

We offer flexible delivery slots to fit your schedule:

• Morning Slot: 7 AM – 12 PM (Order by 9 PM previous night)
• Afternoon Slot: 12 PM – 4 PM (Order by 10 AM same day)
• Evening Slot: 5 PM – 8 PM (Order by 2 PM same day)

Delivery Charges

Delivery Day Details

We deliver 7 days a week, including all public holidays. Delivery operations are suspended only in cases of extreme weather (red/orange alert cyclones or floods) as notified by Maharashtra government. We will notify affected customers via SMS in such cases.

Packaging

We take packaging seriously — for freshness and for the environment:

• Leafy vegetables and herbs are packed in breathable, moisture-controlled bags
• Delicate items like berries and mushrooms are packed in ventilated boxes
• Heavy items like potatoes and gourds use sturdy jute bags
• Ice packs are used during summer months (April–June) for temperature-sensitive produce
• All packaging is 80% biodegradable; we are working toward 100% by 2025

Missed Delivery

If you miss your delivery, our delivery agent will attempt to contact you via phone. If unreachable, the order will be left with a neighbour (if pre-authorised in your account) or returned. For returned orders, you may reschedule free of charge within 24 hours. After 24 hours, a ₹50 re-delivery fee applies.

Track Your Delivery

You can track your order in real-time from the "My Orders" section of your profile, or use our Track Order tool with your order ID. We also send SMS updates at key milestones: order confirmed, dispatched, and out for delivery.

When You Can Return or Get a Refund

You are eligible for a full refund or replacement if:

• Poor Quality: Produce is wilted, bruised, rotting, or not meeting basic freshness standards
• Wrong Item: You received a different product than what you ordered
• Missing Item: An item in your order was not delivered
• Damaged Packaging: Items arrived with damaged, torn, or compromised packaging
• Incorrect Weight: Item weight is significantly less than stated (more than 10% variance)
• Unacceptable Ripeness: Fruits that are either overripe or rock-hard when a specific ripeness was expected

How to Raise a Return / Refund Request

Step 1: Report Within 24 Hours

Report the issue within 24 hours of delivery. Issues reported after 24 hours may not be eligible as freshness deterioration can occur due to storage conditions.

Step 2: Contact Us

You can report an issue through:

• App/Website: Go to My Orders → Select Order → Report Issue
• WhatsApp: Send a photo to +91 920 805 8138
• Email: support@divyatraders.in with photos attached
• Call: +91 920 805 8138 (9 AM – 8 PM, 7 days)

Step 3: We Resolve Within 4 Hours

Our team will review your request and photos (where applicable) and issue a resolution — refund credit or replacement — within 4 business hours.

Refund Methods & Timelines

• DivyaTraders Wallet Credit: Instant — credited within minutes of approval
• Original Payment Method (UPI/Card): 3–5 business days depending on your bank
• COD Refunds: Transferred to your provided UPI ID within 2 business days

Items Not Eligible for Return

• Items that have been partially consumed (unless the issue is with the unconsumed portion)
• Items reported more than 24 hours after delivery
• Items where the issue is due to personal preference in taste rather than quality
• Dried spices and packaged goods (unless sealed packaging is damaged)

Replacement vs. Refund

You have the choice between a replacement (we deliver a fresh item in your next order at no cost) or a full refund. For time-sensitive needs, replacements are scheduled for the next available delivery slot. We always let you choose what works best for you.

Order Cancellations

You may cancel your order free of charge up to 1 hour before your selected delivery slot. Cancellations after this window may not be possible as items will already be packed and dispatched. For cancellations due to delivery failure on our part, a full refund is issued automatically.