Terms of service

These Terms of Service ("Terms") constitute a legally binding agreement between you ("Customer", "User", "You") and Traya Dairy Private Limited ("Traya Dairy", "We", "Us", "Our") governing your access to and use of the website www.trayadairy.com (the "Website"), our WhatsApp Business storefront, and any orders placed through these channels.

By accessing the Website, initiating a WhatsApp conversation with our business account, or placing an order, you acknowledge that you have read, understood, and agree to be bound by these Terms, our Privacy Policy, Shipping Policy, and Return, Refund & Cancellation Policy, all of which are incorporated herein by reference.

1. Eligibility

You must be at least 18 years of age and competent to enter into a contract under the Indian Contract Act 1872.

If you are a minor, you may use the services only under the supervision of a parent or legal guardian who agrees to be bound by these Terms.

You must provide accurate, current, and complete information during registration and checkout. You are responsible for maintaining the confidentiality of your account credentials.

We reserve the right to refuse service, terminate accounts, or cancel orders at our sole discretion.

2. Products and Pricing

Traya Dairy sells traditional dairy products including, but not limited to, Palkova, Kalakand, Milk Cake, Basundi, Pedha, Paneer, Ghee, Butter, and fresh milk derivatives.

All prices are displayed in Indian Rupees (INR) and are inclusive of applicable GST unless otherwise stated. Shipping charges, if applicable, are calculated at checkout.

Product images, descriptions, weights, and ingredient lists are provided for reference. Minor variations in appearance, colour, texture, or size may occur due to the handmade and natural nature of traditional dairy products.

We reserve the right to modify prices, product specifications, or discontinue products at any time without prior notice. The price applicable to your order is the price displayed at the time of checkout.

In case of a manifest pricing error, we reserve the right to cancel the order and issue a full refund, even after order confirmation.

3. Orders and Payment

An order is deemed confirmed only after successful payment is received and an order confirmation is issued by email, SMS, or WhatsApp.

Accepted payment methods: UPI, Debit Card, Credit Card, Net Banking, and other options supported by our payment gateway partner (Razorpay / [insert gateway name]). All payments are processed through PCI-DSS compliant gateways; Traya Dairy does not store card or banking credentials.

WhatsApp Pay transactions, where enabled, are governed additionally by the terms of Meta Platforms Inc. and the acquiring bank.

Cash on Delivery (COD), where offered, is available only for select pin codes and may attract an additional handling fee disclosed at checkout.

Traya Dairy reserves the right to cancel any order in the following circumstances: product unavailability, suspected fraudulent activity, pricing error, delivery address outside serviceable area, or violation of these Terms. In such cases, the entire amount paid will be refunded within 7 working days.

4. Perishable Product Acknowledgement

BY PLACING AN ORDER, YOU ACKNOWLEDGE AND AGREE THAT:

Traya Dairy products are fresh, perishable, temperature-sensitive food products with short shelf lives.

You must be available at the delivery address at the scheduled delivery window, or arrange for an authorised recipient.

Upon delivery, you or your authorised recipient must inspect the package within 30 minutes and refrigerate or freeze (as applicable) immediately. Failure to do so may result in spoilage, which Traya Dairy cannot be held liable for.

Storage and consumption instructions printed on the product label must be strictly followed. Products must be consumed within the "Best Before" date.

Traya Dairy is not liable for spoilage or quality degradation caused by improper storage, delayed consumption, or failure to receive the shipment at the first delivery attempt.

5. User Obligations

You agree NOT to:

Use the Website or WhatsApp channel for any unlawful purpose or in any manner that could damage, disable, overburden, or impair our services.

Attempt unauthorised access to any portion of the Website, servers, or connected systems, or engage in scraping, hacking, reverse engineering, or bot activity.

Post, transmit, or communicate any content that is defamatory, obscene, threatening, racially or religiously offensive, or otherwise objectionable under Rule 3(1)(b) of the Information Technology Rules 2021.

Impersonate any person, misrepresent your affiliation, or use the brand name or trademarks of Traya Dairy without written permission.

Upload or transmit any virus, malware, or code intended to disrupt service.

Collect or harvest personal data of other users, or use automated means to access the services.

Resell Traya Dairy products through unauthorised channels (marketplaces, quick-commerce apps, or third-party stores) without prior written consent.

6. User-Generated Content (Reviews, Photos, Testimonials)

By submitting reviews, ratings, photographs, videos, or any other content to the Website or via WhatsApp, email, or social media tagging, you grant Traya Dairy a worldwide, royalty-free, non-exclusive, perpetual, sub-licensable licence to use, reproduce, adapt, publish, and distribute such content for marketing, advertising, and promotional purposes, with or without attribution.

You represent and warrant that you own all rights to such content, and that it does not infringe any third-party rights, is truthful, and complies with applicable laws.

Traya Dairy reserves the right to remove, edit, or refuse to publish any user-generated content at its sole discretion.

7. Intellectual Property

All content on the Website and WhatsApp channel — including the "Traya Dairy" name, logos, product names, taglines, packaging designs, recipes, photographs, videos, graphics, text, and website layout — is the exclusive intellectual property of Traya Dairy Private Limited, protected under the Copyright Act 1957, the Trade Marks Act 1999, and international treaties. Please see our Copyright & Intellectual Property Policy for details.

8. Disclaimer of Warranties

The Website and all products are provided on an "as is" and "as available" basis. While we endeavour to maintain accuracy, we do not warrant that the Website will be uninterrupted, error-free, or free from viruses.

Nutritional information, where provided, is based on standard laboratory analysis and may vary slightly between batches due to the use of natural ingredients.

Products may contain or be manufactured in a facility that handles milk, milk solids, sugar, nuts (cashew, almond, pistachio), cardamom, saffron, and wheat-derived ingredients. Customers with allergies or dietary restrictions should read ingredient labels carefully and consult a medical professional before consumption. Traya Dairy disclaims all liability for allergic reactions, dietary incompatibility, or adverse effects arising from consumption contrary to label instructions.

9. Limitation of Liability

To the maximum extent permitted by Indian law, Traya Dairy Private Limited, its directors, officers, employees, and agents shall not be liable for any indirect, incidental, consequential, special, or punitive damages, including loss of profits, loss of data, or loss of goodwill, arising from or related to the use of our products or services. In any event, our aggregate liability for any claim shall not exceed the amount paid by you for the specific order giving rise to the claim.

10. Indemnification

You agree to indemnify, defend, and hold harmless Traya Dairy Private Limited, its directors, officers, employees, and agents from and against any and all claims, damages, obligations, losses, liabilities, costs, and expenses (including reasonable legal fees) arising from: (a) your use or misuse of the Website or products; (b) your violation of these Terms; (c) your violation of any third-party right; or (d) any content you submit or transmit.

11. Force Majeure

Traya Dairy shall not be liable for any delay or failure in performance resulting from causes beyond our reasonable control, including but not limited to acts of God, natural disasters, floods, earthquakes, pandemics, epidemics, lockdowns, strikes, labour disputes, transport disruptions, power failures, cyber-attacks, governmental regulations, embargoes, or acts of civil or military authority. In such events, our obligations shall be suspended for the duration of the force majeure event, and delivery timelines shall be extended accordingly.

12. Termination

We reserve the right to suspend or terminate your account or access to our services at any time, with or without notice, for violation of these Terms, suspected fraud, abuse of customer support, or any other conduct we deem harmful.

Termination does not affect accrued rights or obligations existing before the date of termination, including payment obligations and indemnities.

13. Governing Law, Jurisdiction & Dispute Resolution

These Terms shall be governed by and construed in accordance with the laws of India, without regard to conflict-of-law principles.

Any dispute, claim, or controversy arising out of or relating to these Terms or the breach, termination, or validity thereof shall first be attempted to be resolved amicably through our Grievance Redressal Policy.

If the dispute is not resolved within 30 days of notice, it shall be referred to and finally resolved by arbitration in accordance with the Arbitration and Conciliation Act 1996. The arbitration shall be conducted by a sole arbitrator mutually appointed by the parties. The seat and venue of arbitration shall be Chennai, Tamil Nadu. The language of arbitration shall be English.

Subject to the arbitration clause above, the courts at Chennai, Tamil Nadu, India shall have exclusive jurisdiction over all matters arising out of or relating to these Terms.

14. Amendments

We may amend these Terms at any time by posting the revised version on the Website with a new "Last Updated" date. Your continued use of the services after such amendments constitutes your acceptance of the revised Terms. For material changes, we will make reasonable efforts to notify registered users by email or WhatsApp.

15. Severability & Waiver

If any provision of these Terms is held to be invalid or unenforceable, the remaining provisions shall continue in full force and effect. The failure of Traya Dairy to enforce any right or provision shall not constitute a waiver of that right or provision.