TERMS & CONDITIONS

Hardware EEZ is a technology-enabled marketplace that connects customers with participating local hardware, electrical, plumbing, tools, construction and home-improvement stores ("Partners") and, where applicable, facilitates access to independent technicians and service professionals ("Technicians").

The Platform may enable users to:

• Search and discover products available from nearby Partners;
• View product information, prices and availability;
• Place orders for products;
• Make payments through supported payment methods;
• Track orders and deliveries;
• Register as a Partner;
• Manage products and inventory through the Partner application;
• Receive and fulfil customer orders;
• Register as a Technician;
• Discover or receive service opportunities;
• Communicate with relevant users for fulfilment of orders or services; and
• Access other features introduced by Hardware EEZ from time to time.

Hardware EEZ may facilitate transactions and communications between users but, unless expressly stated otherwise, does not itself manufacture, own, stock, sell or supply products listed by Partners and does not itself provide technician services.

2.1 Customers

To use Hardware EEZ as a Customer, you must:

• Be legally competent to enter into a binding contract under applicable law;
• Provide accurate and complete information;
• Use the Platform for lawful purposes; and
• Comply with these Terms and applicable laws.

Persons under 18 years of age should not independently create or operate an account unless permitted and supervised in accordance with applicable law.

2.2 Partners

A Partner must be a legally capable individual, proprietorship, partnership, LLP, company or other legally recognised business entity authorised to conduct the relevant business.

The Partner represents that:

• It has the authority to operate the business;
• Information submitted during onboarding is accurate;
• It has all licences, registrations and approvals required for its business;
• It has authority to sell the products listed on the Platform; and
• It will comply with applicable laws and regulatory requirements.

2.3 Technicians

A Technician must provide accurate personal, professional and service-related information during registration.

Where applicable, Technicians must possess the qualifications, licences, certifications, registrations or permissions required to provide the services they offer.

Hardware EEZ may verify Technician information before or after activation of an account.

Users may be required to register for an account to access certain Platform features.

You agree to:

• Provide accurate, current and complete information;
• Keep your account information updated;
• Maintain the confidentiality of your login credentials;
• Not share your account with unauthorised persons;
• Immediately notify Hardware EEZ of suspected unauthorised access; and
• Be responsible for activities conducted through your account, subject to applicable law.

Hardware EEZ may require mobile number verification, email verification, OTP authentication or other verification methods.

Hardware EEZ may refuse registration or suspend an account where information provided is inaccurate, incomplete, misleading or fraudulent.

4.1 Product Discovery

Customers may search for products by category, product name, brand, keyword or other available filters.

Product availability, pricing and other information displayed on the Platform may change based on Partner inventory and other operational factors.

Hardware EEZ may use search, recommendation and related-product functionality to help Customers discover relevant products.

4.2 Product Information

Partners are responsible for the accuracy of product information they provide, including:

• Product name;
• Brand;
• Description;
• Images;
• Specifications;
• Price;
• MRP, where applicable;
• GST/tax information, where applicable;
• Stock availability;
• Quantity/unit information;
• Product variations; and
• Other legally required information.

Hardware EEZ may display information received from Partners and may update, format or organise such information for Platform presentation.

4.3 Product Availability

Product availability displayed on the Platform may change due to real-time or delayed inventory updates.

An item shown as available does not necessarily guarantee availability until the order is accepted/confirmed, as applicable.

If an ordered product is unavailable, Hardware EEZ or the relevant Partner may contact the Customer regarding cancellation, substitution or another available resolution.

4.4 Placing an Order

When a Customer places an order through the Platform, the order may be subject to acceptance and confirmation by the relevant Partner.

An order is not necessarily considered finally accepted until the Platform or relevant Partner confirms the order.

Hardware EEZ may cancel or modify an order where:

• The product is unavailable;
• There is a pricing or catalogue error;
• The Partner cannot fulfil the order;
• The delivery location is outside the serviceable area;
• Payment fails or is reversed;
• Fraudulent or suspicious activity is detected;
• Technical issues affect the order; or
• Cancellation is otherwise permitted under applicable law or these Terms.

4.5 Pricing and Taxes

Prices displayed on the Platform may be provided by Partners.

Applicable taxes, delivery charges, platform/service charges or other fees may be displayed separately or included in the order total, as applicable.

Hardware EEZ may correct obvious pricing or catalogue errors.

If a pricing error is identified before fulfilment, Hardware EEZ or the Partner may cancel the affected order and provide an appropriate refund where payment has already been made.

4.6 Payments

Customers may make payments using payment methods supported by Hardware EEZ and its payment service providers.

Payment processing may be handled by third-party payment service providers.

Hardware EEZ does not store complete payment-card information unless specifically stated and legally permitted.

Customers agree to provide valid payment information and not use fraudulent or unauthorised payment methods.

4.7 Delivery

Hardware EEZ may facilitate delivery through Partners, independent delivery providers or other logistics partners.

Estimated delivery times are estimates and are not guaranteed unless expressly stated otherwise.

Delivery may be affected by:

• Traffic;
• Weather;
• Store preparation time;
• Product availability;
• Customer availability;
• Incorrect delivery information;
• Operational limitations;
• Events beyond reasonable control; or
• Other circumstances affecting delivery.

Customers must provide accurate delivery information and ensure that the delivery location is accessible.

4.8 Delivery Acceptance

The Customer should verify the delivered order, including the product, quantity and visible condition, as soon as reasonably practicable.

Where an order is damaged, incorrect, incomplete or otherwise defective, the Customer should report the issue through the Platform within the applicable support or return period.

4.9 Cancellation

Cancellation rights may depend on the order status, product type, Partner policy, applicable law and whether the order has already been prepared or dispatched.

Certain products may not be eligible for cancellation or return where permitted by law.

Any applicable cancellation fee or deduction will be communicated through the Platform where applicable.

4.10 Returns, Refunds and Replacements

Returns, refunds and replacements will be handled in accordance with applicable law and the relevant product/order policy.

A refund may be issued where:

• An order is cancelled;
• A product is unavailable;
• A wrong or damaged product is delivered;
• A refund is otherwise approved; or
• A refund is required under applicable law.

Refund timelines may depend on the payment method and payment service provider.

For purposes of these Terms, participating sellers and stores are referred to as "Partners" and not "Vendors".

5.1 Partner Onboarding

Partners must provide accurate and complete business information requested by Hardware EEZ.

Depending on the business and applicable requirements, Hardware EEZ may request:

• Business name;
• Owner/authorised representative details;
• Business address;
• Mobile number and email;
• GSTIN, where applicable;
• PAN or other tax information, where required;
• Bank account information;
• Business registration documents;
• Store photographs;
• Product/category information;
• Licences or other supporting documents; and
• Other information reasonably required for verification.

Hardware EEZ may conduct verification or request additional information before activating or continuing a Partner account.

5.2 Partner Responsibilities

Partners are responsible for:

• Maintaining accurate business information;
• Listing only products they are authorised to sell;
• Providing accurate product information;
• Maintaining accurate stock availability;
• Updating prices where necessary;
• Processing orders within the required timeframe;
• Packing products appropriately;
• Complying with applicable tax laws;
• Complying with product-specific laws and standards;
• Providing legally required invoices or documents;
• Cooperating with returns, refunds and complaints;
• Maintaining appropriate records; and
• Complying with applicable laws and Hardware EEZ policies.

5.3 Inventory Accuracy

Partners must make reasonable efforts to ensure that inventory information displayed on Hardware EEZ is accurate and up to date.

Repeated acceptance of orders for unavailable products may result in:

• Warnings;
• Temporary suspension;
• Reduced visibility;
• Order restrictions;
• Financial adjustments where contractually permitted; or
• Termination of the Partner account.

5.4 Product Listings

Partners must not upload or list products that:

• Are prohibited by law;
• Are counterfeit or unauthorised;
• Infringe intellectual property rights;
• Are unsafe or unlawfully marketed;
• Require licences or approvals that the Partner does not possess;
• Are falsely described; or
• Violate Hardware EEZ policies.

Hardware EEZ may remove or restrict any listing that violates these Terms or applicable law.

5.5 Order Fulfilment

Partners must:

• Accept or reject orders within the applicable timeframe;
• Prepare confirmed orders accurately;
• Pack products appropriately;
• Provide the correct quantity and product;
• Make orders available for collection/delivery;
• Cooperate with delivery partners; and
• Update order status accurately.

Partners must not deliberately delay, reject or manipulate orders without a legitimate reason.

5.6 Pricing and Promotions

Partners are responsible for ensuring that their prices, discounts, offers and product claims are accurate and legally compliant.

Partners must not manipulate pricing, create misleading offers or engage in deceptive practices.

Hardware EEZ may provide promotional or advertising opportunities to Partners subject to separate commercial terms.

5.7 Partner Commission and Fees

Partners agree to pay Hardware EEZ the applicable commission, platform fee, service fee, advertising fee, delivery-related charge or other agreed charges as communicated in the applicable commercial agreement or Partner terms.

Applicable taxes may be charged in addition to such fees.

The commission or fee structure may vary by category, product, promotion, agreement or other commercial arrangement.

5.8 Payouts and Settlements

Eligible Partner payouts will be processed according to the applicable settlement cycle and after accounting for:

• Hardware EEZ commissions;
• Applicable taxes;
• Refunds;
• Cancellations;
• Adjustments;
• Chargebacks;
• Promotional contributions; and
• Other amounts contractually payable or recoverable.

Partners must provide accurate bank and settlement information.

Hardware EEZ is not responsible for delays caused by incorrect bank information supplied by the Partner or by banking/payment infrastructure outside Hardware EEZ's reasonable control.

5.9 Customer Complaints

Partners must reasonably cooperate with Hardware EEZ in resolving customer complaints concerning products or order fulfilment.

Where the complaint relates to product quality, description, authenticity, warranty, quantity or other Partner-controlled matters, the Partner may be responsible for resolution to the extent required by law and the applicable Partner agreement.

5.10 Partner Account Suspension

Hardware EEZ may suspend or restrict a Partner account where there is reasonable evidence of:

• Fraud;
• Counterfeit products;
• Repeated order failures;
• Misleading product information;
• Unauthorised products;
• Customer abuse;
• Payment or settlement irregularities;
• Regulatory non-compliance;
• Manipulation of Platform systems;
• Security risks; or
• Material breach of these Terms.

Where appropriate, Hardware EEZ may provide the Partner an opportunity to respond or rectify the issue.

6.1 Technician Services

Hardware EEZ may facilitate connections between Customers and independent Technicians for services such as electrical work, plumbing, carpentry, appliance-related work, repair, installation, maintenance or other services supported by the Platform. The exact services available may vary by location and Platform functionality.

6.2 Independent Service Provider

Unless expressly stated otherwise in a separate written agreement, a Technician is an independent service provider and is not an employee, agent, partner, joint venturer or representative of Hardware EEZ.

Registration on the Platform does not create an employment relationship between Hardware EEZ and the Technician.

6.3 Technician Information

Technicians must provide accurate information regarding:

• Name;
• Contact details;
• Service category;
• Skills and experience;
• Service location;
• Qualifications/certifications, where applicable;
• Government or business verification information, where legally required;
• Availability; and
• Other information reasonably required for onboarding.

6.4 Qualifications and Licenses

Technicians are solely responsible for maintaining any licence, certification, registration, qualification, insurance or other authorisation required to provide their services.

A Technician must not accept a job requiring qualifications or permissions that the Technician does not possess.

6.5 Professional Conduct

Technicians must:

• Treat Customers respectfully;
• Arrive within the agreed or communicated timeframe where reasonably possible;
• Perform services professionally;
• Use appropriate tools and safety practices;
• Communicate material changes in price or scope before proceeding where reasonably practicable;
• Protect Customer property;
• Maintain confidentiality;
• Avoid harassment, discrimination or abusive conduct; and
• Comply with applicable laws.

6.6 Service Pricing

Where the Platform provides pricing, estimates or service charges, the Technician must follow the applicable pricing structure.

Where a job requires additional work or materials beyond the original scope, the Technician should obtain Customer approval before undertaking material additional charges, except where emergency circumstances or applicable law require otherwise.

6.7 Technician Payments

Where Hardware EEZ facilitates Technician payments, applicable commissions, service charges, taxes, refunds or other adjustments may be deducted in accordance with the applicable commercial terms.

Where payment is made directly between Customer and Technician, Hardware EEZ may not be responsible for the payment transaction except to the extent expressly stated.

6.8 Customer Safety and Property

Technicians must exercise reasonable care while working at a Customer's premises.

Technicians must not:

• Remove Customer property without permission;
• Access areas unrelated to the service;
• Misuse Customer information;
• Demand unauthorised payments;
• Engage in threatening or abusive conduct; or
• Perform unsafe or unlawful work.

6.9 Technician Suspension

Hardware EEZ may suspend or deactivate a Technician account for:

• Fraud;
• Misrepresentation;
• Repeated complaints;
• Unsafe conduct;
• Misconduct;
• Failure to provide agreed services;
• Unauthorised charges;
• Harassment or abuse;
• Regulatory violations;
• Misuse of Customer information;
• Repeated cancellations; or
• Material breach of these Terms.

Users may interact directly with Partners and Technicians for fulfilment of orders or services.

Users must not:

• Harass or threaten another user;
• Use abusive, discriminatory or offensive language;
• Request or provide unlawful services;
• Attempt to circumvent Platform fees through deceptive means;
• Share another person's personal information without authority;
• Record, publish or distribute private interactions unlawfully;
• Attempt to manipulate ratings or reviews; or
• Use the Platform to facilitate fraudulent transactions.

Hardware EEZ may investigate complaints and take appropriate action.

By creating an account, users may receive service-related communications including:

• OTPs;
• Account notifications;
• Order confirmations;
• Order status updates;
• Delivery updates;
• Payment notifications;
• Refund notifications;
• Partner/Technician service updates;
• Security alerts; and
• Support communications.

Marketing communications will be handled in accordance with applicable law and available user preferences.

Users may opt out of certain promotional communications where applicable, but transactional or essential service communications may continue.

Hardware EEZ may allow Customers and other authorised users to provide ratings, reviews or feedback.

Reviews must:

• Be truthful;
• Relate to an actual transaction or service experience;
• Not contain unlawful or defamatory content;
• Not contain personal information belonging to another person without permission;
• Not contain threats or abusive content; and
• Not be manipulated or purchased.

Hardware EEZ may remove content that violates these Terms or applicable law.

Where users upload photographs, reviews, product information, documents or other content ("User Content"), the user represents that they have the necessary rights to submit such content.

By submitting User Content, the user grants Hardware EEZ a non-exclusive, worldwide, royalty-free licence to host, store, reproduce, display and use the content for operating, improving and promoting the Platform, subject to applicable law and the Privacy Policy.

Hardware EEZ may remove User Content that violates these Terms or applicable law.

Users must not:

• Use the Platform for unlawful activities;
• Create fake accounts;
• Impersonate another person or business;
• Provide false information;
• Attempt to gain unauthorised access;
• Reverse engineer or interfere with the Platform;
• Introduce malware or harmful code;
• Scrape Platform data without permission;
• Manipulate orders, prices, reviews or ratings;
• Conduct fraudulent transactions;
• Circumvent Platform security;
• Use another person's account without permission;
• Infringe intellectual property rights;
• Upload prohibited products or content;
• Use the Platform to harass or harm others; or
• Attempt to bypass applicable Platform fees or controls through fraudulent means.

All intellectual property relating to Hardware EEZ, including:

• Brand names;
• Logos;
• Trademarks;
• Software;
• Mobile applications;
• Website;
• User interface;
• Graphics;
• Text;
• Design;
• Platform architecture; and
• Other proprietary materials

belongs to Hardware EEZ, its licensors or applicable third parties.

Except as expressly permitted, users may not copy, reproduce, modify, distribute, sell, license or commercially exploit Hardware EEZ intellectual property.

Partners and Technicians grant Hardware EEZ permission to use their business name, store/service information, logos, product information and other materials submitted to the Platform for the purpose of operating and promoting the Platform, subject to applicable rights and agreements.

Hardware EEZ may use third-party providers for services including:

• Payment processing;
• OTP/SMS;
• Maps and location;
• Analytics;
• Cloud infrastructure;
• Communications;
• Delivery/logistics;
• Identity/business verification; and
• Other technology services.

Third-party services may be subject to their own terms and policies.

Hardware EEZ is not responsible for independent third-party services except to the extent required by applicable law or expressly agreed.

Hardware EEZ may use third-party logistics and delivery service providers.

Delivery partners may operate independently and may have their own terms.

Customers and Partners must cooperate reasonably with delivery personnel and provide accurate information required for delivery.

Hardware EEZ may share information reasonably necessary to facilitate delivery in accordance with its Privacy Policy and applicable law.

Where a Customer disputes a payment or transaction, Hardware EEZ may investigate the matter and coordinate with the relevant Partner, Technician, payment provider or other service provider.

Hardware EEZ may temporarily hold, adjust or recover amounts where reasonably necessary to address refunds, chargebacks, fraudulent transactions or settlement corrections, subject to applicable law and contractual terms.

Hardware EEZ's collection, use, storage and sharing of personal data is governed by the Hardware EEZ Privacy Policy, which forms part of these Terms.

Different categories of users may provide different types of information.

For example:

• Customers may provide delivery, contact and order information;
• Partners may provide business, tax, bank and product information; and
• Technicians may provide professional, service and verification information.

Users should review the Privacy Policy before using the Platform.

To the maximum extent permitted by applicable law, Hardware EEZ provides the Platform on an "as available" basis.

Hardware EEZ does not guarantee that:

• The Platform will always be available;
• All products will always be in stock;
• Product information will always be error-free;
• Estimated delivery times will always be achieved;
• Every Partner or Technician will remain available;
• Every transaction will be completed successfully; or
• The Platform will operate without interruption or technical errors.

Hardware EEZ does not manufacture or independently guarantee products supplied by Partners unless expressly stated.

Hardware EEZ does not independently guarantee the quality, skill, workmanship or outcome of services provided by independent Technicians, except to the extent expressly agreed or required by applicable law.

Nothing in these Terms excludes or limits rights or remedies that cannot legally be excluded or limited.

To the maximum extent permitted by applicable law, Hardware EEZ will not be liable for indirect, incidental, special, consequential or punitive losses arising from use of the Platform.

Nothing in these Terms excludes liability that cannot lawfully be excluded or limited.

Where permitted by law, Hardware EEZ's aggregate liability arising from a particular transaction or use of the Platform may be limited to the amount paid by the relevant user to Hardware EEZ in connection with that transaction.

This limitation does not apply to liability that cannot legally be limited.

To the extent permitted by law, Customers, Partners and Technicians agree to indemnify and hold harmless Hardware EEZ, Aagamam Life Spaces LLP and their respective officers, employees, representatives and service providers from claims, losses, liabilities, damages, costs and expenses arising from:

• Breach of these Terms;
• Fraudulent or unlawful conduct;
• Misuse of the Platform;
• Violation of another person's rights;
• False or misleading information;
• Products or services supplied by the user;
• Violation of applicable laws; or
• Unauthorised use of another person's account or information.

This provision is subject to applicable law.

Hardware EEZ may suspend, restrict or terminate access to the Platform where reasonably necessary due to:

• Breach of these Terms;
• Fraud or suspected fraud;
• Security concerns;
• Regulatory requirements;
• Repeated customer complaints;
• Unlawful activity;
• Non-payment of applicable amounts;
• Misuse of the Platform; or
• Other legitimate operational or legal reasons.

Users may stop using the Platform at any time.

Termination does not affect rights or obligations that accrued before termination.

Sections concerning payments, intellectual property, confidentiality, liability, indemnity, disputes and other provisions intended by their nature to survive termination will continue to apply.

Customers, Partners and Technicians may request deletion or closure of their accounts through the available Platform functionality or by contacting Hardware EEZ support.

Account deletion may be subject to:

• Pending orders;
• Pending payments;
• Refunds;
• Legal or regulatory retention requirements;
• Fraud/security investigations;
• Accounting and tax requirements; or
• Other lawful retention obligations.

Personal data will be handled in accordance with the Hardware EEZ Privacy Policy and applicable law.

Hardware EEZ will not be responsible for delay or failure caused by events beyond its reasonable control, including:

• Natural disasters;
• Floods;
• Fire;
• Severe weather;
• Epidemics or pandemics;
• Government restrictions;
• Strikes;
• Civil unrest;
• War;
• Internet or telecommunications failures;
• Major infrastructure failures;
• Payment network failures; or
• Other events beyond reasonable control.

Hardware EEZ may update these Terms from time to time. Updated Terms will be made available through the Platform.

Where required by law, Hardware EEZ will provide appropriate notice of material changes.

Continued use of the Platform after the effective date of updated Terms constitutes acceptance of the updated Terms, subject to applicable law.

These Terms shall be governed by and interpreted in accordance with the laws of India.

Subject to applicable consumer protection and other mandatory laws, disputes arising from these Terms or use of the Platform shall be subject to the jurisdiction of the competent courts at Chennai, Tamil Nadu, India.

Nothing in this clause limits any statutory right a consumer may have to approach a competent consumer forum or authority under applicable law.

Hardware EEZ will maintain appropriate channels for users to raise complaints, support requests and grievances.

For support or grievances, please contact:

Partners may be required to enter into separate agreements with Hardware EEZ covering commercial terms, commissions, payouts, onboarding, product requirements, service levels, confidentiality, intellectual property, data protection and other business terms.

Where a separate written Partner agreement conflicts with these Terms, the specific written agreement will prevail to the extent of the conflict.

Technicians may be required to accept additional terms relating to:

• Service categories;
• Pricing;
• Commissions;
• Service quality;
• Safety;
• Verification;
• Customer interactions;
• Insurance;
• Cancellation;
• Payments; and
• Performance standards.

Such additional terms will form part of the Technician's agreement with Hardware EEZ where accepted.

If any provision of these Terms is determined to be invalid, unlawful or unenforceable, the remaining provisions will continue to remain in effect to the extent permitted by law.

Failure by Hardware EEZ to enforce any provision of these Terms does not constitute a waiver of its right to enforce that provision later.

These Terms, the Hardware EEZ Privacy Policy and any applicable additional policies or agreements constitute the agreement between the relevant user and Hardware EEZ concerning use of the Platform, subject to any specific written agreements that may apply.

For questions regarding these Terms, please contact: