Terms & Conditions

Effective Date: [DD Month YYYY] Last Updated: [DD Month YYYY]

These Terms and Conditions ("Terms") govern your access to and use of the website casa360.in (the "Website"), operated by [Legal Entity Name], doing business as Casa360 ("Casa360," "we," "us," or "our"), including our brand pillars Rivaayat, Shilara, and Mritika (collectively, the "Stores"), and all related services including browsing, the product configurator, account registration, ordering, and the professional/trade program accessible via /register-pro (together, the "Services").

By accessing the Website, creating an account, or placing an Order, you ("you," "User," or "Customer") agree to be bound by these Terms, our Privacy Policy, Shipping Policy, and Refund & Cancellation Policy, each incorporated by reference. If you do not agree to these Terms, please do not use the Services.

These Terms are published in accordance with the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, the Information Technology Act, 2000, and rules made thereunder.

1. Definitions

"Products" means any furniture, décor, lighting, tableware, or other item listed for sale on the Website across Rivaayat, Shilara, or Mritika.
"Customised Product" means any Product configured by the Customer using our configurator, including selection of dimensions, materials, finishes, hardware, engraving, or other made-to-order specifications.
"Order" means a request placed by a Customer to purchase one or more Products through the Website.
"Configurator" means the tool through which Customers select dimensions, materials, and finishes to generate a made-to-order specification and corresponding price.

2. Eligibility

You must be at least 18 years of age and competent to enter into a contract under the Indian Contract Act, 1872 to use the Services or place an Order. By using the Services, you represent that you meet these requirements. If you are using the Services on behalf of a business or professional entity (including via /register-pro), you represent that you have authority to bind that entity to these Terms.

3. Account Registration

You may be required to create an account to place an Order, save configurations, or access trade pricing.
You agree to provide accurate, current, and complete information and to keep it updated.
You are responsible for maintaining the confidentiality of your login credentials and for all activity under your account.
You must notify us immediately at [support@casa360.in] of any unauthorised use of your account.
We reserve the right to suspend or terminate accounts that provide false information, violate these Terms, or are used fraudulently.

4. Products, Descriptions & Customisation

4.1 Illustrative Nature of Content

Product images, 3D renders, and descriptions on the Website are for illustrative purposes. Because Rivaayat, Shilara, and Mritika products are crafted from natural materials (wood, marble, stone, terracotta, and similar), actual grain, veining, colour, and texture will vary piece to piece. Such natural variation is inherent to the material and does not constitute a defect, damage, or ground for return.

4.2 Configurator Specifications

When you use the Configurator, the dimensions, materials, finishes, and other selections you make form part of your Order specification and the corresponding contract. You are responsible for the accuracy of any measurements you input (for example, room dimensions or clearances). Casa360 is not liable for fit or space issues arising from measurements provided by you.

4.3 Manufacturing Tolerance

As Customised Products are handcrafted, a reasonable manufacturing tolerance of up to [±1 cm / ±2%] on stated dimensions may apply. This tolerance is considered within specification and is not grounds for cancellation, return, or refund.

4.4 Lead Times

Estimated production and delivery timelines shown on the Website or at checkout are indicative, not guaranteed, owing to the handcrafted, artisan-manufacturing nature of our Products. We will communicate any material delay to you and keep you informed of revised timelines.

4.5 Pricing Errors

In the event a Product is listed at an incorrect price due to a technical, configurator, or human error, we reserve the right to cancel the Order, refund any amount paid, and notify you, even if the Order has been confirmed.

5. Pricing and Taxes

Prices displayed for Customised Products are calculated dynamically by the Configurator based on a fixed base price plus material cost, determined by your selected dimensions and material rates in effect at the time of Order confirmation.
All prices are quoted in Indian Rupees (INR) and are [inclusive/exclusive] of applicable GST, unless stated otherwise.
The price applicable to your Order is the price confirmed at the time of checkout. Subsequent changes to material rates, base pricing, or offers do not apply retroactively to confirmed Orders.
A GST-compliant invoice will be issued with every Order.

6. Payment Terms

We accept payment via the modes displayed at checkout, which may include prepaid options (cards, UPI, net banking, wallets) and Cash on Delivery ("COD") where serviceable.
COD availability, maximum COD order value, and any applicable COD handling fee may vary by delivery location and are subject to change without prior notice.
All online payments are processed through RBI-authorised, PCI-DSS-compliant third-party payment gateways. Casa360 does not store your full card, UPI PIN, or net-banking credentials.
In case of a failed or disputed transaction where an amount has been debited from your account without Order confirmation, please contact us at [support@casa360.in] with your transaction reference; we will investigate and process an appropriate refund.

7. Order Acceptance

Placing an Order constitutes an offer by you to purchase the selected Product(s). An Order is not binding on Casa360 until we send an Order confirmation. We reserve the right to refuse, cancel, or limit any Order, including where:

The Product or required material is unavailable or discontinued;
There is an error in pricing, description, or Configurator output;
We are unable to verify or authenticate payment or Customer information;
We suspect fraudulent, abusive, or unauthorised activity;
The delivery location is outside our serviceable area.

If we cancel a confirmed Order for any of the above reasons, we will notify you and issue a full refund of any amount paid, within [7–10] business days.

8. Cancellation Policy

Non-customised, ready Products: may be cancelled free of charge any time before the Order is dispatched, by writing to [support@casa360.in] or through your account.
Customised / made-to-order Products: because production begins specifically for your Order, cancellation is permitted only within [24–48 hours] of Order confirmation, before production has commenced. Once production has started, the Order cannot be cancelled, as materials are cut and fabrication is specific to your configuration.
These cancellation terms are disclosed to you before you complete a purchase, in compliance with the Consumer Protection (E-Commerce) Rules, 2020.

9. Shipping and Delivery

We deliver across serviceable pin codes in India, subject to change based on regional logistics availability.
Estimated delivery timelines are provided at checkout and in Order confirmation communications; actual delivery may vary due to production lead time, logistics partner schedules, weather, or circumstances beyond our control.
Delivery attempts will be made to the address provided at checkout. If delivery fails due to an incorrect address, unavailability of the recipient, or refusal to accept delivery, additional delivery charges may apply for re-attempted delivery.
Risk in the Product passes to you upon delivery to the address provided. Please inspect your Product at the time of delivery and note any visible transit damage on the delivery document, or refuse delivery and contact us immediately.
Where installation or white-glove delivery is offered for a Product, its terms will be specified separately at checkout or in Order communications.

10. Returns, Refunds, and Replacements

10.1 Non-Customised Products

Eligible non-customised Products may be returned within [7] days of delivery if unused, in original packaging, and in resaleable condition, subject to the conditions in our Refund & Cancellation Policy.

10.2 Customised / Made-to-Order Products

Given their bespoke nature, Customised Products are not eligible for return or refund on grounds of personal preference, unless:

The Product materially deviates from your confirmed Configurator specification (beyond the tolerance in Section 4.3);
The Product arrives with a manufacturing defect; or
The Product is damaged in transit.

In such cases, you must notify us at [support@casa360.in] within [48–72 hours] of delivery, with photographs/video evidence, so we can assess and offer a repair, replacement, or refund as appropriate.

10.3 Refund Method

Approved refunds will be processed to the original payment method (or, for COD orders, via bank transfer to an account you provide) within [7–10] business days of approval.

11. Warranty

Structural components of Rivaayat, Shilara, and Mritika Products carry a [X]-year warranty against manufacturing defects, from the date of delivery, as specified on the relevant product page.
Warranty does not cover: natural material variation (Section 4.1), normal wear and tear, damage from misuse, improper cleaning or maintenance, exposure to unsuitable environmental conditions, or unauthorised repair/modification.
To make a warranty claim, contact [support@casa360.in] with your Order details, photographs, and a description of the issue.

12. Professional / Trade Program (Casa Pro)

Interior designers, architects, and property developers may apply for trade access via /register-pro.
Approval is at our sole discretion and may require verification of professional credentials, business registration, or portfolio information.
Trade pricing, commercial terms, and any applicable commission or referral arrangements will be communicated separately upon approval and are governed by a distinct trade agreement where applicable, which supplements these Terms.
We reserve the right to suspend or revoke trade-program access for misuse, including reselling trade-priced Products outside agreed terms.

13. Intellectual Property

All content on the Website — including the Casa360, Rivaayat, Shilara, and Mritika names, logos, product designs, photography, 3D models, and written content — is owned by or licensed to Casa360 and protected under applicable copyright, trademark, and design law.
You are granted a limited, non-exclusive, non-transferable licence to access and use the Website for personal, non-commercial browsing and ordering purposes only.
You may not reproduce, copy, scrape, reverse-engineer, resell, or create derivative works from any part of the Website or its content without our prior written consent.
If you upload reference images, room photographs, or design briefs through the Configurator or contact channels, you grant Casa360 a licence to use that content solely for the purpose of fulfilling your Order, and — only with your separate, explicit consent — for marketing purposes.

14. User Conduct

You agree not to:

Provide false, misleading, or fraudulent information when placing an Order or registering an account;
Attempt to exploit, manipulate, or interfere with the Configurator, pricing engine, or checkout process;
Use automated tools (bots, scrapers) to access, copy, or extract data from the Website;
Upload or transmit unlawful, infringing, defamatory, or obscene content;
Impersonate any person or entity, or misrepresent your affiliation;
Interfere with the security or proper functioning of the Website.

We reserve the right to suspend access, cancel Orders, and pursue appropriate legal remedies against violations of this Section.

15. Fair Practice Commitment

In line with the Central Consumer Protection Authority's Guidelines for Prevention and Regulation of Dark Patterns, 2023, and applicable CCPA advisories, Casa360 commits to:

Not displaying false or manufactured urgency (e.g., fake countdowns or fabricated low-stock claims);
Not charging hidden costs not disclosed before checkout;
Not enrolling you in any subscription, add-on, or recurring charge without your explicit, opt-in consent;
Providing a cancellation process no more difficult than the sign-up/purchase process;
Not using confusing or double-negative interface language to obstruct your choices.

16. Third-Party Links and Services

The Website may link to third-party sites, including payment gateways, logistics partners, and social media pages accessible via CasaConnect. We do not control and are not responsible for the content, policies, or practices of any third-party site.

17. Disclaimer of Warranties

The Website and Services are provided on an "as is" and "as available" basis. To the fullest extent permitted by law, we disclaim all warranties, express or implied, regarding the Website's uninterrupted or error-free operation, and regarding the accuracy of Configurator-generated visualisations, which are approximations intended to aid design decisions and may vary from the final handcrafted Product.

18. Limitation of Liability

To the fullest extent permitted by applicable law:

Casa360's total liability arising out of or relating to an Order shall not exceed the amount paid by you for that Order.
Casa360 shall not be liable for any indirect, incidental, consequential, or special damages, including loss of use, loss of data, or loss of anticipated savings, arising from your use of the Services.
Nothing in these Terms limits liability that cannot be excluded under applicable Indian consumer protection law, including your statutory rights as a consumer.

19. Indemnification

You agree to indemnify and hold harmless Casa360, its officers, employees, and manufacturing/artisan partners from any claim, loss, liability, or expense (including reasonable legal fees) arising from your breach of these Terms, misuse of the Services, or violation of any law or third-party right.

20. Force Majeure

Casa360 shall not be liable for any delay or failure to perform obligations under these Terms where such delay or failure results from circumstances beyond our reasonable control, including natural disasters, strikes, artisan/workshop disruptions, raw-material shortages, transport or logistics disruptions, government action, pandemic-related restrictions, or other events of force majeure.

21. Modification of Terms

We may revise these Terms from time to time to reflect changes in our Services, business practices, or legal requirements. The "Last Updated" date above reflects the most recent revision. Continued use of the Services after changes take effect constitutes acceptance of the revised Terms. Material changes will be highlighted on the Website.

22. Grievance Redressal

In accordance with the Consumer Protection (E-Commerce) Rules, 2020 and the Information Technology Act, 2000, complaints regarding Orders, Products, or these Terms may be directed to our Grievance Officer:

Grievance Officer: [Name] Email: [grievance@casa360.in] Phone: [Phone Number] Address: [Registered Office Address, Jaipur, Rajasthan] Response Timeline: Acknowledged within 48 hours, resolved within 30 days.

This does not affect your right to approach the National Consumer Helpline, the District/State/National Consumer Disputes Redressal Commission, or the Data Protection Board of India, as applicable.

23. Governing Law and Dispute Resolution

These Terms are governed by the laws of India. Subject to your non-waivable statutory rights as a consumer under the Consumer Protection Act, 2019 (including your right to approach the appropriate Consumer Disputes Redressal Commission), any dispute arising out of or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts at Jaipur, Rajasthan.

[Optional: Any dispute may first be referred to arbitration by a sole arbitrator appointed by Casa360, in accordance with the Arbitration and Conciliation Act, 1996, with the seat of arbitration at Jaipur, Rajasthan, and proceedings conducted in English.]

24. Severability

If any provision of these Terms is found to be invalid or unenforceable by a court or authority of competent jurisdiction, that provision shall be limited or eliminated to the minimum extent necessary, and the remaining provisions shall continue in full force and effect.

25. Entire Agreement

These Terms, together with our Privacy Policy, Shipping Policy, and Refund & Cancellation Policy, constitute the entire agreement between you and Casa360 regarding your use of the Services, superseding any prior agreements or understandings.

26. Contact Us

[Legal Entity Name] (Casa360) [Registered Address, Jaipur, Rajasthan, India] Email: [support@casa360.in] Phone: [Phone Number] GSTIN: [Number]