Terms and Conditions

Last Updated: January 31, 2026

Welcome to Xatpat!

These Terms and Conditions ("Terms") govern your use of the website https://xatpat.com/ ("Website") and the Xatpat mobile application ("App"), collectively referred to as the "Platform," provided by Muditron Tech OPC Pvt Ltd ("Company," "we," "us," or "our"), a company incorporated under the Companies Act, 2013, with its registered office in India.

By accessing or using our Platform, you ("User," "Merchant," "Seller," or "Customer") agree to be bound by these Terms. If you do not agree, please do not use our Platform.

1. Description of Service

Xatpat is a SaaS (Software as a Service) platform that enables small businesses ("Merchants" or "Sellers") to create online stores, manage orders, and facilitate payments and logistics. We act as an intermediary enabling transactions between Merchants and their end-customers ("Customers" or "Buyers").

Role of Xatpat:

  • We provide the technical infrastructure for Merchants to sell their products.
  • We are not the seller of the products listed by Merchants.
  • We do not own, stock, or sell the inventory listed on the Platform unless explicitly stated otherwise.
  • We are not a party to the actual transaction between Merchants and Customers.

User Types:

These Terms apply to two types of users:

  1. Merchants/Sellers: Businesses that use our Platform to create online stores and sell products
  2. Customers/Buyers: Individuals who browse stores and purchase products from Merchants

Specific obligations for each user type are detailed in Sections 4 (Merchant Obligations) and 4A (Customer Obligations).

2. Eligibility

You must be at least 18 years old and capable of entering into a legally binding contract to use our Platform. By using Xatpat, you represent and warrant that you meet these eligibility requirements.

3. Account Registration & Security

For Merchants:

  1. Account Creation: Merchants must provide accurate, current, and complete information during the onboarding process, including business details, GSTIN (if applicable), and bank account information.
  2. KYC Verification: Merchants must complete KYC (Know Your Customer) verification as required by law before activating their store.
  3. Business Licenses: Merchants must provide valid licenses for regulated products (e.g., FSSAI for food items).

For Customers:

  1. Account Registration: Customers may create an account by providing their name, phone number, and email address. Account creation is optional; customers may also place orders as guests.
  2. Accurate Information: Customers must provide accurate contact and delivery information when placing orders.
  3. Phone Number Verification: Customers must verify their phone number via OTP for order placement.

For All Users:

  1. Security: You are responsible for maintaining the confidentiality of your login credentials. You must notify us immediately of any unauthorized use of your account.
  2. One Account Per User: Each user may maintain only one account. Multiple accounts by the same person are prohibited.
  3. Liability: The Company is not liable for any loss or damage arising from your failure to comply with these security obligations.
  4. Account Termination: We reserve the right to suspend or terminate accounts that violate these Terms.

4. Merchant Obligations

As a Merchant using Xatpat, you agree to:

  1. Compliance: Comply with all applicable laws, including but not limited to the Consumer Protection (E-Commerce) Rules, 2020, Legal Metrology Act, and FSSAI regulations (for food businesses).
  2. Product Accuracy: Ensure that all product descriptions, prices, and availability are accurate and not misleading.
  3. Prohibited Items: Do NOT list or sell any illegal, restricted, or prohibited items, including but not limited to:
    • Alcohol or tobacco products (unless legally permitted with valid licenses).
    • Drugs, narcotics, or psychotropic substances.
    • Weapons, firearms, or ammunition.
    • Adult or pornographic content.
    • Any content that infringes on intellectual property rights.
  4. Order Fulfillment: Promptly fulfill orders and ensure products are of the quality described.
  5. Returns & Refunds: You acknowledge that you are solely responsible for handling all return and refund requests from your customers. You agree to clearly communicate your return and refund policy to your customers. Xatpat is not a party to these transactions and bears no liability for returns or refunds. See Section 5 for complete details.

4A. Customer Obligations

As a Customer using Xatpat, you agree to:

  1. Accurate Information: Provide accurate and complete delivery address, contact information, and any special delivery instructions.
  2. Payment Obligation: Pay the full amount for orders placed, including product price, delivery charges (if applicable), and any applicable taxes.
  3. Authorized Payments: Ensure you have authorization to use any payment method provided (card, UPI, etc.).
  4. Order Acceptance: Understand that placing an order is an offer to purchase. The Merchant may accept or reject your order at their discretion.
  5. Availability at Delivery: Be available at the delivery address or ensure someone authorized can receive the order. Provide a working phone number for delivery coordination.
  6. Product Inspection: Inspect products upon delivery. Report any damage, defects, or incorrect items to the Merchant immediately.
  7. Prohibited Activities: Do NOT:
    • Place fraudulent or false orders
    • Use someone else's payment information without authorization
    • Abuse return/refund policies
    • Harass or abuse Merchants or delivery personnel
    • Provide false or misleading reviews
  8. Merchant Policies: Review and comply with each Merchant's individual policies regarding returns, refunds, minimum order value, and delivery areas.
  9. Age Restriction: If purchasing age-restricted products (where permitted), you certify that you meet the legal age requirement and may be required to provide proof of age upon delivery.

4B. Order Placement, Acceptance & Cancellation

Order Placement:

  1. Offer to Purchase: When a Customer places an order, it constitutes an offer to purchase products from the Merchant at the displayed price.
  2. Order Confirmation: Orders are confirmed only when the Merchant accepts them. Customers will receive order confirmation via SMS, email, or in-app notification.
  3. Merchant's Right to Refuse: Merchants reserve the right to refuse or cancel any order for reasons including but not limited to: product unavailability, pricing errors, suspected fraud, delivery area limitations, or violation of these Terms.
  4. Pricing Errors: If a product is listed at an incorrect price due to technical or human error, the Merchant may cancel the order and notify the Customer. Refunds will be processed if payment was already made.

Order Cancellation by Customers:

  1. Before Merchant Acceptance: Customers may cancel orders before the Merchant accepts them, typically within a few minutes of placement. Check the order status in your account or the store's app.
  2. After Merchant Acceptance: Once a Merchant accepts and begins preparing an order, cancellation may not be possible or may incur cancellation charges as per the Merchant's policy.
  3. Cancellation Request: To cancel an order, contact the Merchant directly through the Platform or call the store's contact number.
  4. Refund for Cancellations: If a prepaid order is cancelled (by Customer or Merchant), refunds will be processed within 5-7 business days to the original payment method. Refund timelines may vary based on the bank/payment method and are subject to payment gateway processing times. In compliance with RBI guidelines, if refunds are delayed beyond prescribed timelines, penal interest will be paid to the Customer for each day of delay.

Order Cancellation by Merchants:

  1. Merchant's Right: Merchants may cancel orders for legitimate reasons (stock unavailability, operational issues, delivery area constraints).
  2. Customer Notification: Customers will be notified immediately if a Merchant cancels their order.
  3. Refund Processing: Full refunds will be processed for cancelled prepaid orders.

5. Returns & Refunds Policy

  1. Merchant Responsibility: Xatpat is a technology provider and does not own or sell the products listed on the Platform. All products are sold by independent Merchants. Therefore, all returns, replacements, and refunds are strictly governed by the individual Merchant's policy.
  2. No Liability: Xatpat is not responsible for processing returns or refunds. Customers must contact the Merchant directly for any issues related to the product (e.g., quality, defects, missing items) or to request a refund.
  3. Dispute Resolution: Any dispute regarding a product or service must be resolved directly between the Customer and the Merchant. Xatpat may, at its sole discretion, assist in facilitating communication but is under no obligation to resolve the dispute.

6. Payments & Fees

For Merchants:

  1. Platform Fees: Platform fees vary based on your selected service tier. Refer to your plan details or our pricing page for specific rates applicable to your account.
  2. Payment Processing Fees: Transaction fees charged by payment aggregators will be deducted from your settlements as per your plan.
  3. Settlements: Settlements for online payments will be made to your registered bank account within 2 to 7 business days (T+2 to T+7) from transaction date, as per the payout cycle of Razorpay Payments Private Limited. Specific settlement timelines are detailed in your merchant agreement and plan documentation. Settlement schedules are fair, equitable, and comply with RBI Payment Aggregator Guidelines.
  4. Tax Compliance: You are responsible for collecting and remitting all applicable taxes (GST, etc.) on your sales.

For Customers:

  1. Payment Methods: Customers may pay using the following methods as available for each Merchant:
    • Cash on Delivery (COD)
    • Online payment via UPI, credit/debit cards, net banking, wallets (processed through Razorpay Payments Private Limited or other authorized payment aggregators)
  2. Payment Authorization: By providing payment information, you authorize us and our payment partners to charge the full order amount, including product price, delivery charges, and applicable taxes.
  3. Payment Security: All online payments are processed securely by Razorpay Payments Private Limited, which is PCI DSS (Payment Card Industry Data Security Standard) Level 1 certified. We do not store complete card details on our servers. Card information is encrypted using industry-standard AES-128-bit encryption. Sensitive payment data is handled exclusively by Razorpay's PCI-compliant infrastructure.
  4. Failed Payments: If an online payment fails during processing, you will be notified immediately. You may reattempt payment or choose an alternative payment method. For prepaid orders, orders will not be processed until payment is successfully completed. If payment is debited from your account but the transaction fails, the amount will be automatically refunded within 5-7 business days by the payment gateway. For persistent payment failures, contact our support team at support@xatpat.com or Razorpay support.
  5. No Additional Charges: Customers will only be charged the amount displayed at checkout. No hidden charges will be applied.

For All Users:

  1. Third-Party Payment Terms: All users agree to the terms and conditions of our payment processing partners when using online payment methods. By using Razorpay Payments Private Limited's payment services, you agree to Razorpay's Terms and Conditions and Privacy Policy.
  2. Currency: All transactions are in Indian Rupees (INR).
  3. Transaction Charges Transparency: All charges other than the product price (delivery charges, platform fees, payment gateway fees, taxes) will be clearly displayed to Customers at checkout before transaction completion, in compliance with RBI Payment Aggregator Guidelines.

Chargebacks and Payment Disputes

  1. Chargeback Definition: A chargeback is a reversal of payment initiated by the Customer's bank or payment provider due to disputes, fraud claims, or unauthorized transactions.
  2. Merchant Responsibility: Chargebacks are handled directly between the Merchant and the payment gateway (Razorpay Payments Private Limited). Merchants are responsible for responding to chargeback requests with appropriate documentation including transaction records, delivery proof, and communication logs.
  3. Customer Process: If a Customer disputes a transaction, they should first contact the Merchant directly through the Platform. If unresolved, Customers may initiate a chargeback through their bank/payment provider as per their bank's policies.
  4. Documentation Requirements: Merchants must maintain transaction records, delivery proof, customer communications, and order confirmations to respond to chargeback claims.
  5. Fraudulent Chargebacks: Razorpay's fraud detection system identifies and flags suspicious chargeback requests for review. Merchants found to have excessive chargebacks may face account restrictions.
  6. Resolution Timeline: Chargeback disputes typically take 45-90 days to resolve depending on the bank and card network involved.

Payment Gateway Availability

  1. Service Availability: While we strive for 100% uptime, payment gateway services (Razorpay Payments Private Limited) may occasionally be unavailable due to scheduled maintenance, technical issues, or circumstances beyond our control.
  2. No Liability for Downtime: We are not liable for transaction failures, order delays, or business losses due to payment gateway downtime or technical issues with third-party payment services.
  3. Alternative Arrangements: In case of payment gateway unavailability, Customers may choose Cash on Delivery (COD) if available, or retry the transaction later.
  4. Notification: We will make reasonable efforts to notify users of scheduled maintenance windows via email or Platform notifications.

6A. Payment Processing Compliance

Our payment processing operations comply with:

  1. Regulatory Framework:
    • Reserve Bank of India (RBI) Payment Aggregator Guidelines, 2025
    • Payment and Settlement Systems Act, 2007
    • Prevention of Money Laundering Act (PMLA) for merchant KYC verification
    • Payment Card Industry Data Security Standard (PCI DSS) via our certified payment partner
  2. Payment Partner: Razorpay Payments Private Limited (pursuant to corporate demerger effective January 1, 2026)
  3. Compliance Commitment: We continuously update our policies and technical infrastructure to maintain regulatory compliance with evolving Indian payment regulations.
  4. Payment-Related Support:
    • For Order Issues: Contact the Merchant's customer support directly
    • For Payment Gateway Issues: Razorpay Payments Private Limited support via their platform
    • For Security Questions: disclosures@razorpay.com

7. Delivery & Logistics

For Merchants:

  1. Delivery Method Selection: Merchants may choose between self-delivery or partner delivery services (e.g., Borzo).
  2. Self-Delivery: If you choose self-delivery, you are solely responsible for delivering orders to customers on time and in good condition.
  3. Partner Delivery: If you opt for Partner Delivery, we facilitate the booking of delivery services. However, the delivery partner is an independent service provider, and we are not liable for their acts or omissions, including delays or damages, to the extent permitted by applicable law.
  4. Delivery Timeframe: Merchants must specify estimated delivery timeframes and make reasonable efforts to meet them.

For Customers:

  1. Delivery Address: Customers must provide a complete and accurate delivery address including landmarks if necessary.
  2. Contactability: Customers must be reachable via the phone number provided during order placement for delivery coordination.
  3. Order Receipt: Customers or their authorized representatives must be available to receive the order during the estimated delivery window.
  4. Delivery Attempts: If delivery cannot be completed due to incorrect address, unavailability, or refusal to accept, additional delivery charges may apply for re-delivery attempts, or the order may be cancelled as per the Merchant's policy.
  5. Verification: For certain orders (age-restricted products, high-value items), customers may be required to provide identity verification upon delivery.
  6. Delivery OTP: Where applicable, customers must provide the delivery OTP to the delivery person to confirm receipt.

Delivery Timeframes and Delays:

  1. Estimated Time: Delivery timeframes are estimates and not guarantees. Actual delivery may vary based on distance, weather, traffic, or other unforeseen circumstances.
  2. Force Majeure: Neither Merchants nor Xatpat shall be liable for delays caused by events beyond reasonable control (natural disasters, strikes, government actions, pandemics, etc.).

8. Privacy & Data Protection

  1. Privacy Policy: Your use of the Platform is also governed by our Privacy Policy. Please review it to understand how we collect, use, and protect your personal data.
  2. Data Collection: We collect personal information including name, phone number, email, delivery address, and payment information as necessary to facilitate transactions.
  3. Data Sharing: Your personal information may be shared with:
    • Merchants: To fulfill your orders (name, phone, delivery address)
    • Delivery Partners: For order delivery (name, phone, delivery address)
    • Payment Partners: For processing payments (transaction details, not full card numbers)
  4. Customer Consent: By placing an order, Customers consent to sharing their contact and delivery information with the relevant Merchant and delivery partners.
  5. Merchant Obligations: Merchants must protect Customer data and use it only for order fulfillment. Merchants must not share Customer data with third parties for marketing without explicit consent.
  6. Your Rights: You have the right to access, correct, or delete your personal data as described in our Privacy Policy and as per the Digital Personal Data Protection Act, 2023.

9. User Conduct & Prohibited Content (Intermediary Guidelines)

In compliance with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, you agree strictly NOT to host, display, upload, modify, publish, transmit, store, update, or share any information that:

  1. Belongs to another person and to which you do not have any right.
  2. Is defamatory, obscene, pornographic, pedophilic, invasive of another's privacy, including bodily privacy, insulting or harassing on the basis of gender, libelous, racially or ethnically objectionable, relating or encouraging money laundering or gambling, or otherwise inconsistent with or contrary to the laws in force.
  3. Is harmful to children.
  4. Infringes any patent, trademark, copyright, or other proprietary rights.
  5. Violates any law for the time being in force.
  6. Deceives or misleads the addressee about the origin of the message or knowingly and intentionally communicates any information which is patently false or misleading in nature but may reasonably be perceived as a fact.
  7. Impersonates another person.
  8. Threatens the unity, integrity, defense, security or sovereignty of India, friendly relations with foreign States, or public order.
  9. Contains software viruses or any other computer code designed to interrupt, destroy, or limit the functionality of any computer resource.

We reserve the right to remove non-compliant content and suspend or terminate your account without prior notice if you violate these rules.

10. Limitation of Liability

To the fullest extent permitted by law, Muditron Tech OPC Pvt Ltd shall not be liable for any indirect, incidental, special, consequential, or punitive damages, or any loss of profits or revenues, whether incurred directly or indirectly, resulting from:

  1. Your access to or use of or inability to access or use the Platform.
  2. Any conduct or content of any third party on the Platform.
  3. Any unauthorized access, use, or alteration of your transmissions or content.

11. Indemnification

You agree to indemnify and hold harmless Muditron Tech OPC Pvt Ltd, its affiliates, officers, and employees from any claims, damages, liabilities, and expenses (including legal fees) arising out of your use of the Platform, your violation of these Terms, or your violation of any rights of a third party.

12. Modification of Terms

We reserve the right to modify these Terms at any time. We will post the revised Terms on this page with an updated "Last Updated" date. Your continued use of the Platform after such changes constitutes your acceptance of the new Terms.

13. Governing Law & Jurisdiction

These Terms shall be governed by and construed in accordance with the laws of India. Any disputes arising under these Terms shall be subject to the exclusive jurisdiction of the courts located in Bangalore, India.

14. Grievance Redressal

In accordance with the Information Technology Act, 2000 and rules made thereunder, the name and contact details of the Grievance Officer are provided below:

Grievance Officer: Anush Krishna
Company: Muditron Tech (OPC) Pvt Ltd
Address: No 645, A Main Rd, near Sapthgiri College, Kirloskar Layout, Siddeshwar Layout, Soundarya Layout, Bengaluru, Sidedahalli, Karnataka 560073
Email: info@muditron.com

We will acknowledge your complaint within 24 hours and dispose of it within 15 days of receipt.

15. Consumer Rights & Grievance Redressal

In compliance with the Consumer Protection (E-Commerce) Rules, 2020:

Customer Grievance Mechanism

Customers may file complaints regarding products or services with the Merchant directly. If unresolved, you may contact:

Merchant Information Display

Each Merchant's store page displays:

  • Legal name of business
  • Principal geographic address
  • Contact details (phone/email)
  • Customer care contact information

Country of Origin

Merchants are required to display country of origin for all products as per Legal Metrology Rules.

Contact Us

If you have any questions about these Terms, please contact us at info@muditron.com.