Terms of Service
Effective Date: 28/07/2025
Last Updated: 28/07/2025
Welcome to Shiv Bhandar, operated by Shiv Dairy and Paneer Bhandar, a company incorporated under the
laws of India, having its registered office at Shop 10, Supermarket, Sabji Mandi Sahibabad, Ghaziabad, UP,
India, 201012. ("Company", "we", "our", or "us").
Acceptance of Terms
• These Terms are intended to make you aware of your legal rights and responsibilities with
respect to your access to and use of the Shiv Bhandar’s website www.Shiv
Bhandar.com ("Site") and/or any related mobile or software applications (collectively referred
to as, “Shiv Bhandar Platform”) including but not limited to the services offered by Shiv
Bhandar via the Shiv Bhandar Platform or otherwise ("Services").
• Your use/ access of the Shiv Bhandar Platform shall be governed by these Terms and the
Privacy Policy of Shiv Bhandar as available at https://shivbhandar.com/privacy (“Privacy
Policy”). By accessing the Shiv Bhandar Platform and/ or undertaking any sale-purchase
transaction, you agree to be bound by the Terms including any additional terms and conditions
and policies referenced herein and/or available by hyperlink on the Shiv Bhandar Platform and
acknowledge that it constitutes an agreement between you and Shiv Bhandar. You may not
access the Shiv Bhandar Platform and use the Services if you do not accept the Terms or are
unable to be bound by the Terms/ the Privacy Policy.
• These Terms may be updated from time to time by Shiv Bhandar without notice. It is
therefore strongly recommended that you review these Terms, as available on the Shiv Bhandar
Platform, each time you access and/or use the Shiv Bhandar Platform. In the event there is any
conflict or inconsistency between these Terms and any other terms of use that appear on the
Shiv Bhandar Platform, these Terms will prevail.
The terms ‘visitor(s)’, ‘user(s)’, ‘you’, ‘your’, ‘customer(s)’ hereunder refer to the person visiting, accessing,
viewing, browsing through and/or using the Shiv Bhandar Platform at any point in time.
Should you need any clarifications regarding the Terms, please do write to us at info@shivbhandar.com1. Eligibility
• Persons who are “incompetent to contract” within the meaning of the Indian Contract Act,
1872 including minors, undischarged insolvent etc. are not eligible to use/access the Shiv
Bhandar Platform. However, if you are a minor, i.e. under the age of 18 years, you may
use/access the Shiv Bhandar Platform under the supervision of an adult parent or legal guardian
“competent to contract” who agrees to be bound by these Terms. You are however prohibited
(even under supervision) from purchasing any product(s) which is for adult consumption or the
sale of which to minors is prohibited, including any tobacco products.
• Shiv Bhandar Platform is intended to be a platform for end-consumers desirous of
purchasing product(s)/availing services for domestic / self-consumption. If you are a retailer,
institution, wholesaler or any other business to business user, you are not eligible to use the Shiv
Bhandar Platform.
• In order to determine compliance with eligibility criteria, Shiv Bhandar uses inter
alia algorithms and/or pre-determined criteria-based technology and accordingly, from time to
time, your usage may be restricted or blocked on account of overlap with such algorithms/pre-
determined criteria. In such cases, if you are a genuine user of the Shiv Bhandar Platform, please
contact us for assistance.
• If you are using the Shiv Bhandar Platform on behalf of any person/ entity, you represent
and warrant that you are authorized to accept these Terms on behalf of such person/ entity.
Further, you and such person/ entity agree to be jointly and severally liable for compliance and
indemnify us for violations of these Terms.
2. User Account
• All users must register and log in for placing orders on the Shiv Bhandar Platform. You must
keep your account and registration details current and correct for all communications related to
your purchases from the Shiv Bhandar Platform. By agreeing to the Terms, you agree to receive
promotional, transactional or other communications, and newsletters from Shiv Bhandar and its
group companies/ affiliates. You can opt out from such communications and/or newsletters by
using the opt out options as available in such communications. You can also change your
notification preferences as available in your profile section of Shiv Bhandar Platform.
• When you access and use the Shiv Bhandar Platform, Shiv Bhandar may collect your
personally identifiable information, including but not limited to name, email address, age,
address, mobile phone number, and other contact details, demographic profile (like your age,
gender, occupation, education, address etc.) preferences and information about the pages on theShiv Bhandar Platform you visit/access, the links you click on the Shiv Bhandar Platform, the
number of times you access a particular page/feature. We may also collect information
pertaining to the transactions you undertake on the Shiv Bhandar Platform including financial
information, and any other such information as may be required to provide you with services
and to administer the Shiv Bhandar Platform. Personal data and identifiable Information so
collected will be subject to Shiv Bhandar’s Privacy Policy.
• By registering your mobile number with us, you provide your consent to be contacted by us
or through a third party service provider via phone calls, SMS notifications, mobile applications
and/or any other electronic mode of communication in case of any order or shipment or delivery
or customer support related updates or for other correspondence as may be required in due
course of provision of our Services.
3. Products and Pricing
We list grocery and dairy products for delivery. All product images and descriptions are for representation
purposes only.
• Prices are in Indian Rupees (INR) and inclusive of GST, unless stated otherwise.
• Prices and availability are subject to change without notice.
• In case of pricing errors or inventory issues, we may cancel your order and issue a refund if applicable.
In respect of the order placed by you on the Shiv Bhandar Platform, documents like order summary, tax
invoices, etc. as mandated per the applicable law and common business practices shall be issued. Your
order may have the following components and corresponding documents:
• Sale of goods - Tax invoice cum bill of supply issued by/ on behalf of the relevant seller;
• Supply of services - Tax invoice issued by / on behalf of the relevant service provider.
For Third Party Offerings, Tax Invoice / bill of supply shall be issued on behalf of the relevant Third Party
Seller.
The above documents can be seen on the order summary page once the goods have been delivered to you.
You acknowledge and agree that entitlement to any GST benefits with respect to eligible products/services
purchased through Shiv Bhandar Platform shall be subject to the GST terms and conditions (in addition to
these Terms) and submission of valid GST number by you, as displayed and required at the time of order
placement on the Shiv Bhandar Platform. Not all products/ services are eligible for a GST invoice. Such GST
terms and conditions shall be deemed to have been incorporated into these Terms by reference, and is
subject to change from time to time.•
4. Orders and Payment
You agree to:
• Pay using authorized payment methods (UPI, cards, wallets, COD, etc.)
• Provide accurate delivery details
• Accept that an order is only confirmed after payment and confirmation from our system
We reserve the right to cancel or refuse any order at our discretion.
If you delete an order from your order history through your account on the Shiv Bhandar Platform, Your
order details will no longer be visible to/ accessible by you through your account. To clarify, for orders
placed for someone else, your action shall not impact visibility of the order details as accessible through
that person’s account, where the order details were available.
You understand that your action shall be irreversible and no support will be offered on such deleted
order(s) (whether to you or for orders placed for someone else, that other person) including complaints,
retrieval/ information/ invoice request, cancellation, return, replacement, or exchange. Order once deleted
will however remain present in Shiv Bhandar's records in accordance with the Privacy Policy and be
subject to our records retention policies and applicable law, including any statutory retention
requirements. Please note that there may be cases beyond the control of Shiv Bhandar where the deleted
order/ order details may be traced/ be visible, for reasons such as:
• any interruptions, service or technology failure or problems in use of the internet and
electronic communications or other systems outside the control of Shiv Bhandar.
• order details still being available on your/ for orders placed for someone else, that person’s
email, messages or other modes of communication where the order details were available.
• any stakeholder (including third party or delivery partner) reaching out to you through the
information you choose to share with them directly.
• payment pertaining to such an order being available in bank statements
• All the payments towards the orders and/or any services shall be compulsory in Indian Rupees
only.
• The information with respect to the accepted payment methods on the Shiv Bhandar Platform shall
be displayed at the time of making payment for an order which may include but not limited to
credit card or debit card; net banking; UPI; cash on delivery or any other RBI approved paymentmode as may be reflected on the Shiv Bhandar Platform from time to time. Cash on delivery may
not be permitted for certain orders.
• To facilitate the payments, you acknowledge and agree that Shiv Bhandar may use certain third
party vendors and service providers, including payment gateways, to process payments and
manage payment card information. If you are directed to any third party payment processor, you
will be subject to terms and conditions governing use of that third party’s service and we shall have
no liability towards the same.
• With respect to the payment details provided by you to avail the payment facility, you represent,
warrant and covenant that you are legally entitled and/or authorized to provide such payment
details and make payments using such payment details. You shall be solely liable for the payments
done through payment details and you confirm that use of such payment details by you does not
violate any applicable law.
• The payment facility provided by Shiv Bhandar is neither a banking nor a financial service but is
merely a facilitator providing an electronic, automated online electronic payment system, and
receiving payment on orders placed at Shiv Bhandar Platform using the existing authorized banking
infrastructure and card payment gateway networks, as may be applicable.
• You agree and confirm that in respect to certain payment methods, the respective issuer may
charge you an additional fee i.e. transaction fees or other fees, for the purpose of processing your
payment transaction.
5. Delivery and Logistics
• We facilitate delivery of orders placed on the Shiv Bhandar Platform through independent
contractors, i.e. delivery partners, on a principal-to-principal basis. For abundant clarity, the
delivery partners are neither employees nor agents of Shiv Bhandar, and they are purely
associated with Shiv Bhandar as independent service providers on a principal-to-principal basis
and are not exclusively bound by Shiv Bhandar to provide delivery services at any given point.
To clarify, there exists no principal – agent relation between Shiv Bhandar and the delivery
partner, and as such, Shiv Bhandar, in no case whatsoever, can be held liable for the act(s)/
omission(s) of the delivery partner.
• You are expected to respect the dignity and diversity of delivery partners and also enable
provision of a secure and fearless gig/ platform work environment for the delivery partners
including prevention and deterrence of harassment (including sexual harassment) towardsdelivery partners. We reserve the right to withhold your access to the Shiv Bhandar Platform
and otherwise limit your access to the Shiv Bhandar Platform at our absolute discretion if you
behave with a delivery partner in a manner which is discourteous, disrespectful, or abusive, or
which otherwise may be deemed to be inappropriate or unlawful. You are expected to treat all
delivery partners with courtesy and respect. The consequences of any such inappropriate action
of yours, including claims made/ compensation claimed by any delivery partner, shall be to your
account entirely.
Failed deliveries due to incorrect address or unavailability may result in cancellation or re-delivery charges.
6. Return, Replacement, and Refund Policy
• Products once delivered/ services once fulfilled are non-returnable/ non-replaceable/ non-
exchangeable/ non-refundable, save and except: (a) if the product is damaged, defective, expired at
the time of delivery or incorrectly delivered, and (b) if the return/ refund/ replace/ exchange
policy listed/ displayed with respect to the relevant product/ service expressly and specifically
permits the same under specified circumstances – if so, the return/ refund/ replacement/ exchange
requests shall be processed in accordance with the terms of the relevant policy, including the
specified timelines and conditions. You are requested to read the relevant policy of each product/
service as available on the Shiv Bhandar Platform before placing the order and further raising any
request for return/ exchange or refund. You will be required to share proof of the issue (including
images/ video) before any resolution can be provided. No refunds will be permitted for products/
services that could not be delivered/ fulfilled due to reasons attributable to the customers/ users
including incorrect location provided by the customer(s), the customer(s) being unresponsive on
call, user’s building norms/ society restrictions, etc.
• Perishable goods (e.g., milk, curd, vegetables) and non-perishable goods are non-returnable unless
damaged or expired at delivery.
• Refunds, if applicable, will be processed within 7 business days to your original payment method.
You must report any delivery issues within 24 hours via our support channels.
7. User Conduct
You agree not to:
• Use the Platform for illegal or fraudulent activities
• Post or transmit offensive, defamatory, or misleading content
• Interfere with the app's functionality or security
• Use automated scripts or botsWe may terminate or suspend your access for violations.
8. Intellectual Property
• Shiv Bhandar/ brand /Third Party Sellers/ partners (as the case may be) expressly reserve
all intellectual property rights in all text, programs, products, processes, technology, images,
content and other materials which appear on the Shiv Bhandar Platform (“Intellectual
Property”). Access to or use of the Shiv Bhandar Platform does not confer and should not be
considered as conferring upon anyone any license, sub-license to any Intellectual Property. All
rights, including copyright, in and to the Shiv Bhandar Platform are owned by or licensed to Shiv
Bhandar. Any use of the Shiv Bhandar Platform or Intellectual Property or its contents, including
copying or storing it or them in whole or part is prohibited without the express prior written
consent of Shiv Bhandar.
• You may not modify, distribute or re-post anything on/ from the Shiv Bhandar Platform for
any purpose. The names and logos and all related product and service names, design marks and
slogans are the trademarks/service marks of Shiv Bhandar, its group companies/ affiliates,
brand/ its partners or sellers/suppliers/service providers. All other marks are the property of
their respective owners. No trademark or service mark license is granted in connection with the
materials contained on the Shiv Bhandar Platform. Access to or use of the Shiv Bhandar Platform
does not authorize anyone to use any name, logo or mark in any manner. References on the Shiv
Bhandar Platform to any names, marks, products or services of third parties or hypertext links
to third party sites or information are provided solely as a convenience to you after having
express consent from third parties and do not in any way constitute or imply Shiv Bhandar’s
endorsement, sponsorship or recommendation of the third party, the information, its product or
services.
• Shiv Bhandar Platform may display third party content (including embedded content) or
links to third party web pages, content, applications, products and services, including
advertisements and promotions (collectively, “Third Party Content”) as a service to those
interested in this information. We do not control, endorse, adopt, screen or investigate any Third
Party Content, including that the inclusion of any link does not imply affiliation, endorsement or
adoption by Shiv Bhandar of any site or any information contained therein, and can make no
guarantee as to its accuracy or completeness. You acknowledge and agree that we are not
responsible or liable in any manner for any Third Party Content and undertake no responsibility
to update or review such Third Party Content.
• Shiv Bhandar is not responsible for the content of any third party sites and does not make
any representations regarding the content or accuracy of material on such sites. If you decide toaccess a link of any third party website and/ or avail any service pursuant to the same, you do so
entirely at your own risk and expense.
Report Intellectual Property Rights Infringement
• Shiv Bhandar respects the intellectual property(ies) of other entities. If you believe that your
intellectual property rights have been violated/used in any manner which results in
infringement, then please inform us at grievance.officer@Shiv Bhandar.com.
• We will evaluate the contents of your notice and will respond within a reasonable period of
time. We may take such action as we deem appropriate in keeping with applicable law and our
policies, we may also reach out to you for additional details. It may be noted that reporting
inaccurate, false or misleading information to Shiv Bhandar may result in civil and/or criminal
liability.
• You agree to indemnify Shiv Bhandar for all claims brought by a third party(ies) against Shiv
Bhandar arising out of or in connection with the submission of your email.
All content on the Platform (logos, text, UI, product images, etc.) is the property of Shiv Dairy and Paneer
Bhandar or licensed to us and protected under Indian Copyright Act, 1957 and other applicable laws.
Unauthorized use is strictly prohibited.
9. Limitation of Liability
To the extent permitted under Indian law:
• We are not liable for any indirect, incidental, or consequential damages arising from your use of the
Platform.
• Our liability is limited to the amount paid by you for the affected order.
• We are not responsible for third-party service disruptions (payment gateways, delivery partners, etc.).
10. Force Majeure
We are not responsible for failure to deliver or perform due to events beyond our control, including natural
disasters, lockdowns, transport strikes, etc.
11. Governing Law and Jurisdiction
These Terms shall be governed by and construed in accordance with the laws of India.Disputes arising under these Terms shall be subject to the exclusive jurisdiction of the courts in Ghaziabad,
India.
12. Grievance Redressal Mechanism
In accordance with the Information Technology Act, 2000 and Consumer Protection (E-Commerce) Rules,
2020, a grievance officer is appointed to address complaints.
Grievance Officer:
Name: Rohit Chaudhary
Email: info@shivbhandar.com
Phone: +91-9690009001
Working Hours: Monday to Friday, 10 AM – 6 PM
13. Modifications
We may update these Terms at any time. Continued use of the Platform after changes means you agree to the
updated Terms. The latest version will always be available on the app and website.
14. Contact Us
For queries, feedback, or complaints, contact:
Shiv Dairy and Paneer Bhandar
Email: info@shivbhandar.com
Phone: +91-9690009001
Registered Office: Shop 10, Supermarket, Sabji Mandi, Sahibabad, Ghaziabad, UP, India, 201012
Shiv Bhandar is a smart dairy delivery platform designed for wholesalers, retailers, and individual stores. We connect local dairy producers with buyers, enabling fast, fresh, and affordable dairy product delivery right to your doorstep.