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Refund & Cancellation Policy

Company Overview

SmartAlix Limited (previously SmartAlix Private Limited and originally Bigfoot Retail Solutions Private Limited) is incorporated under the Indian Companies Act, 1956.
The company provides end-to-end technology platforms and services for e-commerce, logistics, checkout, payments, financing, order fulfilment, domestic cargo movement, and warehousing.
These services are offered through its digital platform, website, and mobile application under the brand name 'SmartAlix'.

Introduction

Users are required to read this privacy policy carefully before accessing or using any SmartAlix platform, tool, or services.
By using the platform, users provide free, specific, informed, and unconditional consent to adhere to this policy.
Acceptance of this policy indicates consent to the collection, processing, sharing, and transfer of personal information in accordance with applicable laws.
This policy applies to the website www.SmartAlix.in, mobile applications, and all tools/services including integrations with other digital interfaces or merchant sites.
The policy forms an integral part of the terms and conditions between SmartAlix and its users, merchants, or customers.
All SmartAlix platforms (online and offline) are collectively referred to as the 'Platform'.
This policy applies to all subsidiaries and affiliates of SmartAlix.
Users include registered users as well as visitors accessing the platform or services.

Purpose

To clearly explain the categories of personal information collected from users.
To define the purpose and legal basis for collecting and processing such information.
To describe how the information is used, processed, and disclosed.
To inform users about their rights to access, review, correct, or update their personal information.

Types of Personal Information Collected

Name
User ID
Email address
Address including country and ZIP/postal code
Gender
Age
Phone number
Password chosen by the user
Geographical location via IP address
Financial information such as bank details, GST certificate, PAN card, and transaction data
Customer or buyer information related to the user
Any other personally identifiable information shared by the user from time to time

Cookies

The platform may collect browsing-related data such as previously visited URLs and IP addresses.
Information about the user's device, operating system, browser type, and internet service provider may be collected.
Temporary cookies may be used for technical administration, research, development, and user management purposes.
Cookies used do not store personal or sensitive personal information.

Purposes for Using Personal Information

To onboard merchants, create and manage user accounts, authenticate access, and administer platform usage
To facilitate shipment booking, label generation, courier allocation, pickup, transportation, delivery, returns, and RTO management
To enable logistics services such as serviceability checks, delivery estimation, and address validation and optimisation
To support delivery coordination, address verification, non-delivery resolution (NDR), and customer communication
To process orders, shipments, returns, exchanges, refunds, COD remittances, settlements, reconciliation, and invoicing
To enable checkout features that reduce friction during order placement, subject to required user consent
To provide warehousing, inventory management, picking, packing, and fulfilment services
To provide tracking, status updates, notifications, and transactional communications
To offer customer and merchant support, including handling queries, complaints, and disputes
To perform analytics, reporting, forecasting, and optimisation of logistics operations and platform performance
To detect, prevent, and investigate fraud, misuse, and security incidents
To comply with legal, regulatory, tax, and contractual obligations
To maintain platform security, system monitoring, logging, audits, and diagnostics
To send service-related updates and promotional communications where legally permitted and consented
To enable logistics services through checkout and order flows based on user or merchant consent
To enhance platform functionality and service capabilities
To process personal information only as necessary for the purposes listed, or as permitted by law or user consent

Processing of Children and Persons with Disability Data

The company does not knowingly process personal information of individuals below 18 years without verifiable parental or guardian consent
Verifiable consent is obtained using legally approved methods such as identity verification or government-issued digital mechanisms
Users providing such data confirm they are legally authorised as parent or guardian
The company does not engage in tracking, profiling, behavioural monitoring, or targeted advertising directed at children
Additional safeguards are implemented, including strict purpose limitation, storage limitation, and enhanced security controls
If a user shares data of a child or person with disability, they confirm legal authorisation and consent to processing under this policy and applicable laws

Disclosure to Third Parties

Personal Information may be disclosed or transferred to service providers, subcontractors, third-party vendors, sub-data processors, and employees on a need-to-know basis to provide services.
Such disclosures are limited to the extent necessary for fulfilling the purposes defined in this Privacy Policy.
The Company ensures that all associated parties maintain confidentiality of the information.
Third parties are required to adopt reasonable security practices and procedures as per applicable law.

Disclosure Due to Legal Requirements

Personal Information may be disclosed to governmental, judicial, or regulatory authorities when required under applicable laws, rules, or regulations.
Disclosure may be made in response to orders from judicial or quasi-judicial authorities.
Information may be shared to protect and defend the rights or property of the Company.
Disclosure may be necessary to prevent fraud and mitigate credit risk.
Information may be used to enforce the Company’s Terms of Use.
The Company may disclose information when deemed necessary to protect its rights or the rights of others.

Disclosure to Related Parties

Personal Information may be shared with affiliates, subsidiaries, and group companies.
This sharing is done to facilitate the provision of services to users.
The Company ensures that such related entities follow reasonable security practices and procedures.
These entities are required to maintain the confidentiality and security of the shared data.

Third-Party Links

The platform may contain links to third-party websites, advertisements, or communication services.
These third-party platforms are not controlled or affiliated with the Company unless explicitly stated.
Users are encouraged to review the privacy policies of such third-party platforms before accessing them.
The Company is not responsible for the privacy practices or policies of third parties.

Security Practices and Procedures

The Company collects and stores user data to provide services and fulfill purposes outlined in this Privacy Policy.
Reasonable technical, operational, managerial, and physical security measures are implemented to protect Personal Information.
Security measures are designed to prevent loss, misuse, unauthorized access, disclosure, alteration, and destruction of data.
While industry-standard security practices are followed, complete security cannot be guaranteed due to inherent internet vulnerabilities.
The Company ensures that third parties handling Personal Information maintain adequate security standards as required by law.

Limitation of Liability

The Company is not responsible for any interception of information transmitted over the internet beyond its control.
Users acknowledge the risks associated with internet-based data transmission.
By using the platform, users release the Company from claims related to unauthorized use of intercepted information.

Retention of Personal Information

The Company shall retain Your Personal Information only for as long as is necessary to fulfil the purposes outlined in this Privacy Policy, unless a longer retention period is required or permitted under applicable law.
We may retain and use Your Personal Information as necessary to comply with our legal obligations, resolve disputes, enforce our agreements, and for legitimate business purposes such as maintaining records for analysis and audit requirements.
In certain circumstances, the Company may anonymise or de-identify Your Personal Information so that it can no longer be associated with You, in which case such information may be used without further notice to You.

User’s Rights in relation to their Personal Information

You have the right to:
Access, review and obtain a copy of Your Personal Information
Request correction or updating of inaccurate or incomplete Personal Information
Request erasure of Your Personal Information, subject to applicable laws
Withdraw consent for processing of Personal Information at any time
Object to or restrict processing of Your Personal Information under certain circumstances
Upon receiving such requests, the Company shall take reasonable steps to respond within the timelines prescribed under applicable laws.
Please note that withdrawal of consent shall not affect the lawfulness of processing based on consent before its withdrawal.

Use of Platform – Restrictions

You agree not to host, display, upload, modify, publish, transmit, store, update or share any information that:
Belongs to another person and to which You do not have any right
Is defamatory, obscene, pornographic, paedophilic, invasive of another’s privacy, insulting or harassing
Is harmful to children
Infringes any patent, trademark, copyright or other proprietary rights
Violates any law for the time being in force
Deceives or misleads the addressee about the origin of such messages
Impersonates another person
Contains software viruses or any other computer code designed to interrupt, destroy or limit functionality
Threatens the unity, integrity, defence, security or sovereignty of India
Is otherwise unlawful in any manner

Changes to this Privacy Policy

The Company reserves the right to update, modify, or revise this Privacy Policy from time to time. Any changes will be effective immediately upon posting on the Platform.
Your continued use of the Platform and Services following the posting of any changes constitutes Your acceptance of such changes.

Grievance Officer

In accordance with applicable laws, the details of the Grievance Officer are as follows:
Name: Mr. Sunil Kumar
Designation: Chief Technology Officer
Company: SmartAlix Limited
Address:
Plot No. B, Khasra-360, Sultanpur, M.G. Road,
New Delhi – 110030
Email: companysecretary@SmartAlix.com

Contact Information

If You have any questions, concerns, or requests regarding this Privacy Policy or the handling of Your Personal Information, You may contact Us at the details provided above.

Termination

The Company reserves the right to terminate or suspend Your access to the Platform and Services, without prior notice, if it is determined that You have violated this Privacy Policy or any applicable laws or regulations.