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Terms and Conditions

These terms and conditions ("Terms") document is an electronic record for the purposes of the Information Technology Act, 2000 ("IT Act") and the rules made thereunder, as amended from time to time, and the applicable provisions relating to electronic records in other statutes as amended by the IT Act. This electronic record is generated by a computer system and does not require a physical or electronic signature. This is a legal and binding agreement between You, the user ("User" or "You" or "Your") of the Services (as defined below), and CashMiles Technologies Private Limited, a company registered under the Companies Act, 2013 having its registered office at D 803 JEET HOME APARTMENT SEMRA Kateshar Varanasi Uttar Pradesh- 221008 India. ("Cashmiles", "we", "our", "us",) stating the Terms that govern Your use of the Services provided by Cashmiles available through website, application, software, and its APIs, data feeds, players, and other formats in which it is made available now or in the future ("Cashmiles"). By accessing or using these Services You acknowledge that you are above the age of 18 years and you further consent, agree and undertake to abide, be bound by and adhere to these Terms, our privacy policy (accessible at www.cashmiles.in), along with any other terms which govern our Services. If You do not agree to these Terms, You are not entitled to avail or use the Services and any use thereafter shall be unauthorized.

1. Nature of the Platform and Services

Cashmiles operates a technology platform, accessible through a mobile application and website ("Platform"), that connects two categories of registered Users within India:

  • "Shoppers" – Users who wish to source a product that is unavailable, difficult to obtain, more expensive, or a regional/state specialty item in their own city or state, and who post a request for such a product together with an offer of reward ("Product Request") from any location within India; and
  • "Travellers" – Users who are already undertaking, or intend to undertake, a journey within India (whether inter-state or intra-state) and who are willing to purchase or collect a requested item and hand-carry it to a Shopper in exchange for a reward ("Travel Post").

The Platform enables Shoppers and Travellers to discover each other through algorithmic matching/private surfing on the Platform, based on the information voluntarily submitted by Users, and to communicate, negotiate and enter into a transaction for the sourcing and hand-carriage of goods within India (each, a "Transaction").

2. Account

Unless otherwise specified, the Services are available for individuals who have attained the age of majority, i.e., 18 years and above. If You are below the relevant age of majority in Your jurisdiction, Cashmiles does not knowingly permit registration by minors, and any Account found to belong to a minor may be suspended or terminated without notice. To use the Platform as a Shopper or a Traveller, You must complete registration by providing accurate, current and complete information, including identity mobile number, verification/KYC documentation as may be required by Cashmiles or its payment/escrow partners from time to time ("Account"). You agree to promptly update Your information to keep it accurate and current.

You confirm that all data and information You provide to Cashmiles and its affiliates for the creation of the Account ("Registration Information") is accurate, complete, and current, and You agree to keep it updated. You agree and undertake that the Account created by You shall not be a fake profile, i.e., created by using false information or impersonating another person on our Services by using their name, photo, claiming to be someone other than Yourself, or through any other means.

You are responsible for maintaining the confidentiality and proper use of Your Account ID and password and for all activity through Your Account. You shall notify Cashmiles promptly of any breach of confidentiality or unauthorized use of Your Account. If any loss is caused by any unauthorized use of Your Account, You may be liable for the losses suffered by Cashmiles or others due to such unauthorized use. Cashmiles shall not be liable for any losses caused by any unauthorised use of Your Account.

3. How the Platform Works

3.1 Posting Requests and Travel Plans

Shoppers may post a Product Request describing the item sought, indicative price range, delivery location and proposed Reward. Travellers may post a Travel Post describing their route, mode of travel, dates and carriage capacity. Users are solely responsible for the accuracy of the information they post.

3.2 Independent Contracting Parties

Once a Shopper and a Traveller agree to a Transaction, the resulting contract for sale/supply of goods and for carriage/payment is formed directly between the Shopper and the Traveller. Cashmiles is not a party to that contract, does not act as agent for either User, and assumes no responsibility for its performance.

4. Escrow Facility and Payments

4.1 Escrow Facility

To provide security of payment for a Transaction, Cashmiles makes available an escrow facility (the "Escrow Facility") operated through one or more third-party payment service providers authorised by the Reserve Bank of India, including payment aggregators and/or escrow/nodal-account banking partners (each, a "Payment Partner", and a form of Third-Party Service under Clause 11). To confirm a Transaction, the Shopper shall deposit, through the payment methods made available on the Platform ("Payment Method"), an amount comprising the agreed price of the requested product and the Traveller's reward ("Reward"), together the "Escrow Amount". The Escrow Amount shall be held by the Payment Partner pending completion of the Transaction and release in accordance with these Terms.

4.2 Cashmiles is not a bank

Cashmiles does not itself hold, control, or take custody of User funds, does not operate a payment system, and is not a bank, payment aggregator, or financial institution. All funds under the Escrow Facility are collected, held, and settled by the Payment Partner in accordance with the Payment Partner's own terms and applicable law, and Cashmiles acts solely as a facilitator arranging access to the Escrow Facility. No interest shall accrue or be payable to any User on any amount held in escrow. The Users agree and acknowledge that the escrow account and its functioning shall be governed by the escrow terms and conditions and other policies of the third party payments partner of Cashmiles.

4.3 Commission

In consideration of the provision of the Platform and the Escrow Facility, Cashmiles is entitled to a commission on each Transaction (the "Commission"). The rate or amount of the Commission shall be determined by Cashmiles and shall be clearly disclosed to the Users on the Platform before the Shopper deposits the Escrow Amount and confirms the Transaction. The Commission and applicable taxes shall be collected directly by Cashmiles and shall not form part of, or be deposited into, the Escrow Account. Only the amount designated for the Transaction between the Shopper and the Traveller shall be deposited into the Escrow Account and held by the Payment Partner in accordance with these Terms. By confirming the Transaction, the Users acknowledge and agree to the applicable Commission and taxes as disclosed on the Platform.

4.4 Release of funds

Subject to Clause 5 (Delivery Confirmation, Disputes and Refunds), the Escrow Amount, less the Commission, shall be released and settled to the Traveller by the Payment Partner upon confirmation (or deemed confirmation) of delivery in the manner set out in Clause 5. Cancellations, disputes, and refunds shall be dealt with in accordance with Clause 5 and the cancellation policy published on the Platform.

4.5 Taxes

The Commission is exclusive of applicable taxes, and Cashmiles shall charge any Goods and Services Tax or other levy payable on the Commission as required by law. Each User is solely responsible for determining, reporting, and discharging any taxes applicable to that User in respect of a Transaction, the Reward, or any goods sourced or carried.

4.6 KYC, authorisations and compliance

The Escrow Facility is conditional upon each User providing accurate payment and settlement details and completing any identity verification or know-your-customer requirements of Cashmiles or the Payment Partner. The User authorises Cashmiles and the Payment Partner to collect, hold, deduct, release, and refund funds as contemplated by these Terms, and agrees to comply with the Payment Partner's terms, which govern the User's use of the payment and escrow services.

4.7 Withholding and suspension

Notwithstanding anything to the contrary, Cashmiles and/or the Payment Partner may decline, delay, suspend, withhold, or reverse any deposit, release, or settlement of the Escrow Amount where reasonably required for fraud prevention, security, legal or regulatory compliance, a suspected breach of Clause 8 (Prohibited Items and Prohibited Use), an unresolved dispute, or on the direction of the Payment Partner or a competent authority. Cashmiles shall not be liable for any act, omission, delay, or default of the Payment Partner, or for any loss arising from the operation of the Escrow Facility, save to the extent directly caused by Cashmiles' own wilful misconduct.

5. Delivery Confirmation, Disputes and Refunds

Delivery shall be confirmed through the mechanism made available on the Platform (which may include in-app confirmation by the Shopper, OTP-based confirmation photographic proof of handover, or such other method as Cashmiles may prescribe). Release of escrowed funds to the Traveller is conditional upon such confirmation, or the lapse of a reasonable confirmation window prescribed on the Platform without a dispute being raised by the Shopper.

Cancellation by Shopper. A Shopper's entitlement to cancel a Transaction, and the consequences thereof, shall depend on the stage at which the Transaction stands. Where a Shopper seeks to cancel after matching with a Traveller but before the Escrow Amount has been deposited, such cancellation shall be permitted without restriction or charge, no payment having been made. Where the Escrow Amount has been deposited but handover has not occurred, the Shopper's entitlement shall further depend on whether the Traveller has already purchased the item: if the item has been purchased, the Shopper shall not be entitled to cancel and no part of the Escrow Amount shall be refunded, and the Escrow Amount, together with the Reward, shall be released to the Traveller in accordance with Clause 4; if the item has not yet been purchased, the Shopper may cancel subject to deduction of a cancellation fee from the Escrow Amount while the balance being refunded to the Shopper. Once physical handover has been completed and confirmed by OTP, no cancellation, reversal, or refund shall be permitted, and the Transaction shall be treated as final. Where a Shopper refuses to accept an item at the point of handover on the ground that it is damaged or does not conform to the Product Request (with evidence – including invoice, photographs, and such other relevant documentation as may be required – submitted within forty-eight (48) hours of handover), the Shopper shall be entitled to a full refund and the consequence for the Traveller shall be as determined by Cashmiles on a case-by-case basis; where the item is found, on the evidence available, to conform to the Product Request, the Shopper shall not be entitled to any refund, and the Escrow Amount, together with the Reward, shall be released to the Traveller.

Cancellation by Traveller. Where a Traveller cancels a Transaction on account of a change in travel plans, force majeure, or any other reason not attributable to the Shopper, the Shopper shall be entitled to a full refund of the Escrow Amount and may repost the Product Request on the Platform. Where a Traveller fails to appear for a scheduled handover ("No-Show"), the Shopper shall likewise be entitled to a full refund and may repost the Product Request, and the Traveller's Account shall, without prejudice to any other right or remedy available to Cashmiles, be subject to escalating consequences: a warning on the first instance of No-Show, temporary suspension for fifteen (15) days on the second instance, and temporary suspension for thirty (30) days, with Cashmiles reserving the right to permanently suspend or terminate the Account for any subsequent instance thereafter. Where, conversely, a Shopper fails to appear for a scheduled handover, the Shopper shall have an opportunity to contact the Traveller within twenty-four (24) hours of the scheduled handover to arrange an alternative time; if the Shopper fails to do so, the Traveller shall be entitled to retain the item, and the Escrow Amount, together with the Reward, shall be released to the Traveller's account.

The fees, timelines, and figures set out in this Clause 5 are indicative and may vary on a case-by-case basis. Refunds, where approved, will be processed to the Shopper's original Payment Method within a reasonable period, subject to the processing timelines of the relevant bank/payment aggregator. Cashmiles' Commission may be retained, waived, or refunded at Cashmiles' discretion depending on the reason for cancellation or dispute, as disclosed in the applicable cancellation policy on the Platform.

6. Shopper Obligations

  • Provide an accurate and complete identification of the Shopper in accordance with the law;
  • Provide an accurate and complete description of the requested product;
  • Hold their end of the bargain, and make payment into the Escrow Facility as required to confirm a Transaction;
  • Not request any item that is illegal, restricted, or prohibited under applicable law, or under Clause 8 (Prohibited Items) of these Terms;
  • Promptly confirm or dispute delivery through the Platform in good faith;
  • Do not seek goods for commercial resale or in quantities reasonably indicative of a commercial or wholesale purpose.

7. Traveller Obligations

  • Provide an accurate and complete identification of the Traveller in accordance with the law;
  • Provide accurate travel details (route, dates, mode of travel) and update the Platform promptly if such details change or the journey is rerouted/cancelled;
  • Purchase or collect only the item described in the Product Request and carry valid purchase proof/invoice where required;
  • Comply with all applicable transport, carrier, security and customs/excise/tax regulations applicable to the mode of travel used (including any airline, railway or road-transport restrictions on carriage of goods);
  • Do not carry goods in commercial quantities;
  • Not use the Platform to carry any item that the Traveller knows or ought reasonably to know is illegal, restricted, or prohibited under Clause 8;
  • Complete any identity verification/KYC required by Cashmiles or its escrow partner prior to accepting a Product Request.

8. Prohibited Items and Prohibited Use

Users must not use the Platform to request, offer to carry, or carry any of the following, without limitation:

  • Psychotropic substances or drugs prohibited under the Narcotic Drugs and Psychotropic Substances Act, 1985;
  • Firearms, ammunition, explosives or weapons;
  • Parts, components or accessories of firearms or other regulated weapons;
  • Currency, bullion, or negotiable instruments beyond amounts permitted by law;
  • Counterfeit, smuggled, or stolen goods;
  • Live animals, human remains or animal products restricted under law;
  • Hazardous, flammable, or radioactive materials, biomedical, or other dangerous goods;
  • Alcohol in excess of the limits permitted under applicable law or the Platform Guidelines;
  • Items whose sale, possession, or interstate movement is restricted or prohibited under any Central or State legislation (including alcohol and tobacco where interstate movement is restricted);
  • Prescription medicines, controlled drugs, medical samples, blood, organs, tissues, or biological materials, except where permitted by applicable law and the Platform;
  • Goods that infringe intellectual property rights, including pirated or counterfeit software, media, or merchandise;
  • Any item intended to facilitate or be used in the commission of an unlawful activity; and
  • Any other item identified as prohibited in the law as well as the Platform's guidelines, as updated from time to time.

Cashmiles reserves the right to suspend a Transaction, withhold escrowed funds, report the matter to law enforcement, and/or terminate the Accounts of Users involved, where it reasonably suspects a Transaction involves a prohibited item or unlawful activity. Users are solely and fully responsible for ensuring the legality of any item requested or carried, and Cashmiles shall not be liable for any loss, seizure, penalty, or prosecution arising from a User's breach of this Clause.

9. User Conduct and Restrictions

You agree to use the Service, including all features and functionalities associated therewith, in accordance with all applicable laws, rules and regulations, or other restrictions on use of the service or content therein. Except as explicitly authorized by us, You agree not to:

  • Use the Platform for any purpose other than the genuine sourcing and hand-carriage of lawful goods between Shoppers and Travellers;
  • Use any automated system, bot, script, or data-mining/extraction tool to access, scrape, or interact with the Platform;
  • Reverse engineer, decompile, or disassemble the Platform's software;
  • Post false, misleading, or fraudulent Product Requests or Rewards;
  • Harass, threaten, defraud, or engage in abusive conduct towards any other User;
  • Use the Platform, or any output derived from it, to train, fine-tune, benchmark, or validate any machine learning or artificial intelligence model or system;
  • Violate any applicable law, or infringe any intellectual property, privacy, or publicity right of any person.

Cashmiles may terminate or restrict Your use of our Service if You violate these Terms or are engaged in illegal or fraudulent use of the Service. Cashmiles reserves the right to decide whether Your conduct violates these Terms.

10. Ratings and Reviews

Upon completion of a Transaction, the Shopper and the Traveller may each rate the other on a scale of one (1) to five (5) stars, together with an optional written review, based on criteria including communication, reliability, timeliness, and professionalism, within seven (7) days of delivery confirmation. Such ratings and reviews shall be displayed on the rated User's profile along with the resulting average rating, and may affect that User's visibility, matching priority, and continued access to the Services, in accordance with Cashmiles' policies published on the Platform.

You acknowledge and agree that ratings and reviews reflect the personal opinion of the rating User and not of Cashmiles, and Cashmiles shall not be liable for the content of any rating or review. Where a User disputes a rating or review arising from a Transaction, Cashmiles may investigate the matter in accordance with its Rating and Review Policy and, based on the outcome of such investigation, may retain, modify, remove, or exclude the relevant rating or review from the User's average rating, at its sole discretion if that reasonably determines to be vindictive, fraudulent, posted by a fake or duplicate account, or otherwise in breach of these Terms, and to take action against the Account responsible for such rating or review, including suspension or termination in accordance with Clause 9. The detailed Rating and Review Policy is as available on the Platform.

11. Service Availability & Maintenance

Cashmiles may temporarily suspend access to all services for maintenance, security, legal, operational, or business continuity reasons. Where practicable, Cashmiles will provide advance notice and will use reasonable efforts to restore access promptly. Cashmiles may modify, remove, or discontinue any aspect, feature, or functionality app at any time (acting reasonably), and where practicable will provide notice. Cashmiles shall not be liable for non-availability caused by events beyond its reasonable control (force majeure), including acts of God, war, riots, strikes, epidemics/pandemics, governmental orders, floods, fires, failures of public utilities, or satellite/network failures.

12. Third-Party Services

The Platform integrates with third-party service providers, including payment aggregators/gateways, escrow/nodal account banking partners, identity-verification providers, and courier/logistics- adjacent tools where applicable ("Third-Party Services"). Cashmiles does not control and is not responsible for the acts, omissions, security, or policies of such Third-Party Services, save to the extent required by applicable law. Your use of any Third-Party Service is governed by that provider's own terms and privacy policy.

13. Intellectual Property

Cashmiles owns or validly licenses all intellectual property in the Platform, including its software, design, trademarks, and content (excluding User-submitted content). By submitting a Product Request, Reward, review, photograph, or other content to the Platform, You grant Cashmiles a non-exclusive, royalty-free, worldwide licence to use, display, and reproduce such content solely for the purpose of operating, promoting, and improving the Platform.

14. Disclaimer of Warranties

The Platform is provided on an "AS IS" and "AS AVAILABLE" basis. To the maximum extent permitted by law, Cashmiles disclaims all warranties, express or implied, including as to the quality, genuineness, safety, legality, or fitness for purpose of any item requested, offered, or carried through the Platform; the accuracy of any User's travel plans, identity, or representations; the timely, safe, or damage-free carriage of any item by a Traveller; and the uninterrupted, error-free, or secure operation of the Platform. Cashmiles does not inspect, authenticate, or take custody of any item exchanged between a Shopper and a Traveller (save where escrowed funds, not goods, are held by Cashmiles' payment partner), and is not responsible for loss, damage, delay, non-delivery, or the condition of any item carried by a Traveller.

15. Limitation of Liability

To the maximum extent permitted by law, Cashmiles and its officers, directors, employees, and agents ("Cashmiles Entities") shall not be liable for any indirect, incidental, special, punitive, or consequential damages, or loss of profits, goodwill, or data, arising out of or relating to the Platform, a Transaction, or these Terms, whether in contract, tort (including negligence), or otherwise shall not exceed the greater of (a) the total Commission earned by Cashmiles from the User in the six (6) months preceding the event giving rise to the claim, or (b) INR 5,000. The Platform is controlled and operated by Cashmiles from India, for use within India. Cashmiles makes no representation that the Platform is appropriate or available for use in any other jurisdiction.

16. Indemnity

You agree to defend, indemnify, and hold harmless the Cashmiles Entities from and against all claims, losses, liabilities, damages, costs, and expenses (including reasonable legal fees) arising out of or related to:

  • Your breach of these Terms;
  • Your violation of any applicable law, including any law relating to the item requested, offered, or carried by You;
  • Misuse of the Platform; or
  • Any dispute between You and another User arising from a Transaction.

Cashmiles may assume the exclusive defence and control of any matter subject to indemnification; You will cooperate as reasonably requested. You shall not settle any claim without Cashmiles's prior written consent (emails permitted), and Cashmiles may settle any claim without Your consent if the settlement does not impose any admission of liability or monetary obligation on You beyond this indemnity.

17. Grievance Redressal

The Company is committed to addressing user grievances in a fair, timely and transparent manner, in accordance with the Information Technology Act, 2000, the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, the Digital Personal Data Protection Act, 2023, and other applicable laws. The Company operates a three-level redressal mechanism set out below. Users are requested to follow the levels in sequence so that grievances can be addressed at the earliest possible stage.

17.1 Level 1 – In-Service Dashboard and Live Chat (First Point of Contact)

For the fastest resolution, Users are encouraged to first raise their grievance through the Service they are using. Each Service maintains:

  • a Help & Support dashboard for general service issues;
  • a Content Grievance Redressal page for complaints relating to Company Content; and
  • a Privacy Policy page for data protection requests.

Users may, in addition, use the in-app chat feature made available within the relevant Service to interact with our customer support team during operating hours.

Expected timeline: Acknowledgement within twenty-four (24) hours of receipt, and reasonable best efforts to resolve at the earliest.

17.2 Level 2 – Support Email (Detailed Written Complaint)

If the User's grievance is not resolved at Level 1, or if the User wishes to record the complaint in writing or share supporting documents, the User may write to the Company's customer support team at: grievance@cashmiles.in

Complaints under Level 2 should set out:

  • the User's name and registered contact details;
  • the Service in respect of which the complaint is made;
  • a clear description of the grievance and any prior ticket or reference number issued at Level 1; and
  • any supporting documents, screenshots, or transaction references.

Timelines:

  • Acknowledgement – within twenty-four (24) hours of receipt;
  • Ticketing – issue of a unique ticket or reference number for tracking; and
  • Resolution – reasonable best efforts to resolve within fifteen (15) days of receipt.

17.3 Level 3 – Grievance Officer (Formal Escalation)

If the User's grievance remains unresolved at Level 2, or if the User wishes to escalate the matter directly to a designated officer, the User may approach the Company's Grievance Officer appointed in accordance with applicable law:

  • Name: Prakhar Parikh
  • Designation: Founder, CEO & Director
  • Email: grievance@cashmiles.in
  • Postal Address: D 803 JEET HOME APARTMENT SEMRA Kateshar Varanasi Uttar Pradesh- 221008 India

The Company may, from time to time, update the Grievance Officer's contact details by publishing notice on the relevant Service or in revised Terms.

Timelines, in compliance with applicable law:

  • Acknowledgement – within twenty-four (24) hours of receipt;
  • Ticketing – issue of a unique ticket or reference number for tracking;
  • Resolution – within fifteen (15) days of receipt, except those complaints in the nature of a request to remove information or content falling within sub-clauses (i) to (x) of Rule 3(2)(b) of the IT Rules, 2021 shall be acted upon within seventy-two (72) hours of receipt.

The Grievance Officer may seek additional information from the User to enable proper assessment of the grievance; failure to provide such information promptly may delay resolution.

17.4 Interaction with service-specific terms

Where the service-specific terms of any Service prescribe a more detailed or service-specific redressal process, including additional categories, escalation routes, or dashboard URLs, those service-specific terms shall apply in addition to this Clause 17. In the event of any inconsistency relating purely to the manner of raising a complaint at Level 1, the service-specific terms shall prevail to the extent of such inconsistency. The Grievance Officer details (Level 3) and statutory timelines set out in this Clause 17 shall apply uniformly across all Services.

18. Governing Law

These Terms are governed by the laws of India. Subject to applicable law, the courts at Uttar Pradesh shall have exclusive jurisdiction over disputes arising out of or in connection with these Terms.

19. Assignment

You may not assign or transfer these Terms or any rights or obligations hereunder without Cashmiles prior written consent. Cashmiles may assign these Terms (in whole or in part), including in connection with a merger, acquisition, corporate reorganization, or sale of assets, with notice to You were required by law.

20. Miscellaneous

Entire Agreement. These Terms, Privacy Policy, and Content Grievance Redressal Mechanism together with any other policies expressly incorporated by reference, constitute the entire agreement between You and Cashmiles regarding the Services.

Severability. If any provision is held invalid or unenforceable, it will be modified to the minimum extent necessary (or severed), and the remaining provisions will remain in full force and effect.

No Waiver. Failure to enforce any provision by Cashmiles is not a waiver of such provision or any other provision.

Survival. Provisions that by their nature should survive (including disclaimers, limitations of liability, indemnity, governing law/jurisdiction, assignment, and payment obligations) will survive termination or expiry of these Terms.

Notifications. You hereby consent, agree and authorise Cashmiles to send notifications on SMS/RCS/Messages/Promotional/Information Messages.

Change in Policy. Cashmiles reserves the right, at any time and from time to time, with or without prior notice (we will provide periodic notice of material changes), to update, revise, supplement, and otherwise modify these Terms and to impose new or additional rules, policies, terms, or conditions on Your use of the Services (collectively, "Revised Terms"). The Revised Terms will be posted at www.cashmiles.in and will be effective immediately upon posting unless a later effective date is stated. We recommend that You periodically check that page for the Revised Terms. Your continued use of the Services after such posting constitutes Your acceptance of all Revised Terms. Nothing in these Terms shall be deemed to confer any third-party rights or benefits.