Terms of service

1. About us and acceptance of these Terms

1.1 Who we are. The website www.sammvaad.com, its mobile pages and its WhatsApp and other customer channels (together, the "Platform") are owned and operated by Teaxpress Private Limited, a company incorporated under the the Companies Act, 1956 (No. 1 of 1956), CIN: U52190WB2012PTC180823; GSTIN: 19AAECT2251R1ZS), having its registered office at Plot No. 319/9, Eastern Bypass Road, Near Baneshwar More, Siliguri, Jalpaiguri, West Bengal – 734008 ("Sammvaad", "we", "us" or "our"). Sammvaad Chai is a brand of Teaxpress Private Limited. We sell our own products on the Platform and are the seller of record for every order.

1.2 Contact details. Customer care: help@sammvaad.com | phone 97754 00996 / WhatsApp number +91 97754 00744 | (working hours: Monday–Saturday, 10:00 AM–6:00 PM IST).

1.3 Acceptance. These Terms of Use ("Terms") govern your access to and use of the Platform and every purchase you make on it. By browsing the Platform, creating an account or placing an order, you agree to these Terms and to the policies referred to in them, including our Shipping Policy, Returns and Refund Policy and Privacy Policy (together, the "Policies"). If you do not agree, please do not use the Platform.

1.4 Order of precedence. If there is a conflict between these Terms and a specific Policy, the specific Policy will apply to that subject. Nothing in these Terms limits any right you have under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020 or any other law that cannot be excluded by contract.

1.5 Changes. We may update these Terms from time to time. The updated Terms will be posted on this page with a revised "Last updated" date. Changes apply only to orders placed after the date of posting; the Terms in force when you placed an order will govern that order.

2. Eligibility and accounts

2.1 You must be at least 18 years old and competent to contract under the Indian Contract Act, 1872 to place an order. A minor may use the Platform only under the supervision of a parent or guardian, who is responsible for any order placed.

2.2 You may shop as a guest or create an account. You must give accurate, current and complete information, including your name, mobile number, e-mail address and delivery address, and keep it updated.

2.3 You are responsible for keeping your login details and one-time passwords (OTPs) confidential and for all activity under your account. Tell us promptly at help@sammvaad.com if you suspect unauthorised use.

2.4 We may suspend or close an account, or decline orders from it, if we reasonably believe it is being used for fraud, abuse of offers, reselling in breach of these Terms, or any unlawful purpose. Where we do so, we will refund any amount paid for orders not yet delivered.

3. Products, pricing and orders

3.1 Product information. We try to describe our teas and other products accurately, including ingredients, net quantity, best-before date, country of origin and storage instructions, as required under the Legal Metrology (Packaged Commodities) Rules, 2011 and FSSAI regulations. Product images are for illustration; colour, leaf appearance and packaging may vary slightly between batches. Our products are food items, not medicines, and any wellness description is general in nature and not a medical claim.

3.2 Prices. All prices are in Indian Rupees and include applicable GST unless stated otherwise. Shipping, cash-on-delivery or other charges, if any, are shown separately at checkout before you pay. The price payable is the price shown at checkout when you place the order.

3.3 Errors. If a product is listed at a clearly incorrect price or with incorrect information due to a typographical or technical error, we may cancel the order and refund you in full, even after confirmation. We will tell you promptly if this happens.

3.4 Order and acceptance. Placing an order is an offer to buy. We will send an order confirmation by e-mail, SMS or WhatsApp. A contract is formed when we dispatch the product and send you the dispatch confirmation.

3.5 Cancellation by you. You may cancel an order free of charge before it is dispatched, by writing to help@sammvaad.com or Whatsap messaging us on +91 97754 00744 with your order number. Once dispatched, the order cannot be cancelled, but you may use the return option in Section 6 where it applies.

3.6 Cancellation by us. We may cancel an order, in whole or in part, where: (a) the product is out of stock; (b) there is a pricing or listing error; (c) the delivery address is not serviceable; (d) we reasonably suspect fraud or misuse; (e) payment is not received or is reversed; or (f) the shipment is returned to us under Section 5.6. We will inform you of the cancellation and the reason, and refund any amount paid in full, as set out in Section 6.

3.7 Quantity limits. Our products are sold for personal consumption. We may limit quantities per order or per customer. Bulk, corporate or resale enquiries should be sent to email help@sammvaad.com.

4. Payments

4.1 We accept UPI, debit and credit cards, net banking, wallets and cash on delivery (COD), where available. Payments are processed by RBI-authorised third-party payment gateways. We do not store your full card details.

4.2 Cash on delivery. COD may be limited by order value, pin code or past order history. We may ask you to confirm a COD order by call, SMS or WhatsApp before dispatch, and may cancel it if it is not confirmed.

4.3 Failed or duplicate payments. If money is debited but the order is not placed, or you are charged twice, the amount is usually reversed by your bank or the payment gateway within 5–7 working days. If it is not, contact us with the transaction details and we will help resolve it.

4.4 Invoices. A GST invoice is issued for every order, with the package or by e-mail.

5. Shipping and delivery

5.1 Where we ship. We deliver to serviceable pin codes across India. You can check serviceability at checkout.

5.2 Timelines. Orders are usually dispatched within 1–2 working days and delivered within 3–7 working days of dispatch, depending on location. Delivery dates shown are estimates, not guarantees, and may be affected by courier operations, weather, public holidays, local restrictions or other events outside our control.

5.3 Courier partners. We deliver through independent courier and logistics partners (such as Delhivery, Shiprocket partners, Blue Dart, DTDC, India Post). Once dispatched, you will receive a tracking number and link. Tracking statuses, delivery attempts and remarks such as "consignee unavailable" are recorded by the courier partner. We monitor shipments and follow up with the courier on your behalf, but we do not control the courier's field operations.

5.4 Delivery address. Please give a complete address with landmark, pin code and a mobile number that is reachable during delivery hours. For offices, courts, hospitals, campuses, gated societies or other premises with restricted access or fixed working hours, please mention the building, floor, room or chamber number and the hours during which someone can receive the parcel. We are not responsible for failed delivery caused by an incomplete or incorrect address or an unreachable phone number.

5.5 Delivery attempts. The courier partner will normally make up to three delivery attempts on different days. If an attempt fails, we will try to inform you by SMS / WhatsApp / e-mail and give you 48 hours to confirm a preferred delivery date or time, update your address or phone number, or ask for a re-attempt. We will pass your instructions to the courier and follow up for delivery.

5.6 Return to origin (RTO). A shipment may be returned to us ("RTO") if: (a) all delivery attempts fail; (b) you or the person at the address refuses delivery; (c) the address is incomplete, incorrect or not accessible; or (d) you do not respond within the time given under Section 5.5. Once a shipment is marked for return by the courier, it usually cannot be stopped or redirected in transit.

5.7 After an RTO. When a returned shipment reaches us, we will contact you and, at your choice: (a) re-dispatch the order to you free of charge where the delivery failed for reasons not attributable to you / on payment of re-shipping charges of ₹100 where it did; or (b) cancel the order and refund the amount paid as set out in Section 6. If we cannot reach you within 3 working days, we will cancel the order and refund you in full. For COD orders that are refused or undelivered because of the customer, we may restrict COD on future orders.

5.8 Receiving the parcel. Please check that the package is sealed and undamaged before accepting it. If the outer package is visibly tampered with or damaged, you may refuse it or accept it and note the damage with the courier, and inform us within 24 hours with photographs.

5.9 Risk and title. Ownership of and risk in the products pass to you on delivery at the address you gave. If tracking shows "delivered" but you have not received the parcel, tell us within 48 hours. We will raise an investigation with the courier and, if the parcel is confirmed lost, re-ship or refund the order.

6. Returns, refunds and replacements

6.1 Food safety. Tea and other food products cannot be returned once the seal is opened, except where the product is damaged, defective, expired or not what you ordered.

6.2 When you can ask for a replacement or refund:

6.3 How to raise a request. Write to help@sammvaad.com  or WhatsApp message us on +91 97754 00744 with your order number, a short description and photographs where relevant. We may arrange a reverse pickup of the product. Where a pickup is not practical, we may decide on the photographs alone.

6.4 Refund timelines. Approved refunds are processed within 5–7 working days to the original payment method. Your bank or payment provider may take a further 2–5 working days to credit it. For COD orders, we will refund to a bank account or UPI ID you give us. We will confirm by e-mail or WhatsApp when a refund is issued.

6.5 What is refunded. A refund covers the price of the product and any shipping charges you paid for that order, except where these Terms state otherwise.

7. Customer support and grievance redressal

7.1 Customer care. You can reach us at help@sammvaad.com, +91 97754 00996 or on WhatsApp at +91 97754 00744 during 10:00 AM–6:00 PM IST, Monday to Saturday. Please quote your order number.

7.2 Automated assistant. Some of our chat and WhatsApp replies are given by an automated assistant that can look up order and tracking information. You can ask to speak to a member of our team at any time by typing "talk to a person". Any request for a complaint, refund, re-delivery or compensation that you raise with the assistant will be passed to our team, who will respond within 48 hours. Statements made by the automated assistant are provided for information and courtesy and do not by themselves amend these Terms.

7.3 Grievance Officer. In accordance with the Consumer Protection (E-Commerce) Rules, 2020, our Grievance Officer is:

• Name: Diwaker Chhetri

• Designation: Customer Experience Head
  Address: Teaxpress Private Limited, Plot No. 319/9, Eastern Bypass Road, Near Baneshwar More, Siliguri, West Bengal – 734008

• E-mail: grievance@sammvaad.com; help@sammvaad.com 

• Phone: +91 97754 00744  (10:00AM - 6:00PM, Monday through Friday)

7.4 How complaints are handled. The Grievance Officer will acknowledge your complaint within 48 hours of receipt and resolve it within one month. The acknowledgement will carry a complaint reference number you can use to follow up.

7.5 Escalation. If you are not satisfied with the resolution, you may contact the National Consumer Helplineor approach the appropriate Consumer Disputes Redressal Commission.

8. Use of the Platform, reviews, intellectual property and privacy

8.1 Acceptable use. You agree not to: (a) use the Platform for any unlawful or fraudulent purpose; (b) place orders using another person's payment details without permission; (c) abuse coupons, referral or loyalty offers, including by creating multiple accounts; (d) interfere with the Platform's security or operation, or use bots or scrapers on it; or (e) upload anything that is defamatory, obscene, misleading, infringing or harmful.

8.2 Reviews and feedback. You may post reviews and ratings of products you have bought. Reviews must reflect your own honest experience. We publish all genuine reviews, positive and negative, and do not edit their meaning. We may remove reviews that are abusive, unrelated to the product, contain personal data or are clearly not genuine, in line with IS 19000:2022 (Online Consumer Reviews). By posting a review, you allow us to display it on the Platform and in our marketing, with your first name or display name.

8.3 Offers and promotions. Discounts, coupons, contests and free-sample programmes are subject to their own stated terms, validity period and stock. Where those terms conflict with these Terms, the offer terms apply to that offer.

8.4 Intellectual property. The Sammvaad and Sammvaad Chai names and logos, product names, packaging designs, photographs, text and other content on the Platform belong to Teaxpress Private Limited or its licensors. You may view and share them for personal, non-commercial use, but may not copy, reproduce or use them commercially without our written permission.

8.5 Privacy. We collect and use your personal data, such as your name, contact details, address and order history, to process and deliver orders, provide support, prevent fraud and, with your consent, send you offers. We share delivery details with courier partners and payment details with payment gateways only as needed to complete your order. Our Privacy Policy link explains this in detail, including your rights under the Digital Personal Data Protection Act, 2023.

8.6 Communications. By placing an order, you agree to receive transactional messages about it (order, dispatch, delivery-attempt and refund updates) by SMS, e-mail, WhatsApp or phone. Marketing messages are sent only with your consent, and you can opt out at any time by replying "STOP" or using the unsubscribe link.

9. Liability, indemnity and force majeure

9.1 Our responsibility. We are responsible for supplying products that match their description, are safe and fit for consumption within their best-before date, and for the remedies set out in Sections 5 and 6.

9.2 Limitation of liability. To the extent permitted by law, our total liability to you for any claim relating to an order is limited to the amount you paid for that order, including shipping charges. We are not liable for indirect or consequential losses that were not reasonably foreseeable when you placed the order, such as loss of business, profit or opportunity.

9.3 What we do not limit. Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud, or for any liability that cannot be limited under the Consumer Protection Act, 2019 or other applicable law.

9.4 Health information. Please read the ingredients before consuming. If you are pregnant, nursing, on medication or have an allergy or medical condition, consult a doctor before consuming herbal or caffeinated products.

9.5 Indemnity. You agree to compensate us for reasonable losses and costs we suffer because you use the Platform fraudulently, breach Section 8.1 or infringe someone else's rights.

9.6 Force majeure. We are not responsible for delay or failure to perform caused by events beyond our reasonable control, including natural disasters, floods, landslides, epidemics, strikes, courier network disruptions, government orders, or failures of power, internet or payment systems. If an order is affected, we will inform you and, if you wish, cancel it with a full refund.

10. Governing law, disputes and general provisions

10.1 Governing law. These Terms are governed by the laws of India.

10.2 Resolving disputes. We encourage you to contact our customer care or Grievance Officer first, so we can try to resolve any issue quickly. This does not affect your right to approach a Consumer Disputes Redressal Commission at any time.

10.3 Jurisdiction. Subject to your rights as a consumer, including your right to file a complaint where you reside or work under Section 34 of the Consumer Protection Act, 2019, the courts at Siliguri, West Bengal have jurisdiction over disputes arising from these Terms.

10.4 Severability. If any provision of these Terms is found invalid or unenforceable, the rest will continue in full force.

10.5 No waiver. Our failure or delay in enforcing any provision is not a waiver of our right to do so later.

10.6 Assignment. You may not transfer your rights under these Terms. We may transfer ours to a successor business, without reducing your rights.

10.7 Entire agreement. These Terms, the Policies and your order confirmation together form the entire agreement between you and us for your purchase.

10.8 Notices. We may send you notices by e-mail, SMS, WhatsApp or by posting on the Platform. Legal notices to us must be sent to Teaxpress Private Limited at the registered office address in Section 1.1, with a copy to legal e-mail help@sammvaad.com.

10.9 Language. These Terms are written in English. If they are translated, the English version prevails in case of any inconsistency.