Effective date: 5 July 2026 Version: 2.0 Operator: Craftolin ("Craftolin", "we", "us", "our") Principal place of business: Gopal Nagar, Malkajgiri, Hyderabad, Telangana 500047, India Parties: Craftolin and each person who registers a Customer account on the Platform
1. Status and Scope of this Agreement
1.1 This Customer Agreement ("Agreement") governs your access to and use of the Platform in the capacity of a Customer. It supplements, and is to be read together with, the Terms and Conditions and the Marketplace Policy.
1.2 By registering a Customer account you accept this Agreement. If you do not accept it, you must not use the Platform.
1.3 Capitalised terms not defined in this Agreement have the meaning given to them in the Terms and Conditions.
1.4 Nothing in this Agreement excludes, restricts, or modifies any right or remedy available to you as a consumer under the Consumer Protection Act, 2019.
2. Your Account
2.1 You register using an email address and password or Google Sign-In, and must provide information that is true, accurate, current, and complete.
2.2 You may maintain a profile comprising your name, telephone number, profile photograph, and a reusable delivery profile comprising an address line, street, city, state, and PIN code, which is used to pre-fill Requirement forms. Every such field remains editable at the time of each Requirement.
2.3 You are responsible for maintaining the confidentiality of your credentials and for all activity conducted through your account. Notify us at support@craftolin.com of any unauthorised use.
2.4 You must be at least eighteen years of age and competent to contract under the Indian Contract Act, 1872.
3. Nature of the Marketplace
3.1 You may browse and search Listings by category, subcategory, event, hashtag, item keyword, price, and Partner; view trending Listings, Partner profiles, and similar-creator suggestions; and save Listings to a wishlist.
3.2 Craftolin is an intermediary. Every Product is sold and supplied by an independent Partner, not by Craftolin. Craftolin is not a party to the contract between you and the Partner.
3.3 Craftolin does not verify Partners. Craftolin does not vet, authenticate, endorse, guarantee, or conduct background checks or identity verification in respect of any Partner, and does not verify the existence, quality, or legality of any Product.
3.4 Before agreeing to any transaction you should independently satisfy yourself as to the Partner's suitability, including by:
(a) reviewing the Partner's public Instagram profile, YouTube channel, or website, which each Partner is required to publish on their profile;
(b) reviewing the reviews, ratings, and statistics displayed on the Partner's profile, bearing in mind clause 3.5; and
(c) contacting the Partner directly to discuss the Product and to assess their prior work.
3.5 Ratings, reviews, aggregate scores, completion statistics, search rankings, and promotional placement present information derived from Platform records or supplied by other users. They are not, and must not be relied upon as, a representation, certification, or endorsement by Craftolin.
3.6 You engage a Partner at your own discretion and at your own risk.
4. Submitting a Requirement
4.1 You initiate a transaction by submitting a Requirement against a Listing, specifying the quantity, required delivery date, delivery city and PIN code, any customisation sought where the Partner has enabled customisation, and the event type.
4.2 Your mobile telephone number is a mandatory part of a Requirement and is disclosed to the Partner concerned upon submission, so that the Partner may contact you. The Platform provides no messaging service, and there is no other means by which the Partner can reach you. If you do not wish to disclose your mobile number to a Partner, do not submit a Requirement to that Partner.
4.3 A Partner may accept or decline your Requirement. Where the Partner does not respond within twenty-four hours of submission, the Requirement is automatically rejected by the Platform and no Order is created.
5. Agreement Code
5.1 Where you and the Partner have agreed commercial terms between yourselves, the Partner generates a four-digit Agreement Code within the Platform. You view that code within the Platform and communicate it to the Partner, who enters it to record that agreement has been reached.
5.2 The Agreement Code is generated and verified entirely within the Platform. It is not transmitted by SMS and does not constitute verification of the identity of the Partner or of any other person.
5.3 You should not communicate the Agreement Code until you are satisfied as to the price, the specification of the Product, any customisation, the delivery commitment, the payment arrangement, and what will happen in the event that the Product is not delivered or does not conform.
6. Delivery Details
6.1 Following verification of the Agreement Code you are required to supply your delivery address line, a landmark where applicable, a contact telephone number, and optionally a contact email address.
6.2 The delivery address line and contact telephone number are mandatory. An Order cannot be created until they are supplied.
6.3 These particulars are disclosed to the Partner concerned for the purpose of effecting delivery, and are carried onto the resulting Order record.
6.4 A Partner may use your mobile number and Delivery Details solely to discuss, fulfil, and deliver the Requirement or Order to which they relate. Any other use, including marketing or transfer to a third party, is prohibited under clause 9 of the Partner Agreement. Report any misuse to support@craftolin.com.
7. Orders
7.1 Upon the Partner's acceptance, an Order is created and you may track its progress through the statuses Accepted, In Progress, Out for Delivery, and Completed.
7.2 Upon creation of the Order, and simultaneously with the disclosure of your Delivery Details to the Partner, the Partner's full contact particulars are disclosed to you. Those particulars comprise the Partner's business name, contact person, telephone number, WhatsApp number, email address, business address, and the public Instagram, YouTube, and website channels published on the Partner's profile. Neither party receives the other's particulars before disclosing their own.
7.3 Once an Order has been created it cannot be cancelled through the Platform. Any variation or cancellation must be agreed directly with the Partner. This does not affect any right you may have under Applicable Law.
8. Payment
8.1 You pay the Partner directly, outside the Platform, by such method as you and the Partner agree, including cash on delivery, advance payment in whole or in part, or payment on delivery.
8.2 Craftolin does not collect, hold, escrow, process, or remit your payment, operates no payment gateway or wallet, and will never request your card number, bank account particulars, net-banking credentials, card verification value, or one-time password within the Platform or by email. Any such request purporting to come from Craftolin should be treated as fraudulent and reported to support@craftolin.com.
8.3 Prices, taxes, and any delivery charge are determined by the Partner. Confirm them before communicating the Agreement Code.
8.4 Advance payments carry risk. Craftolin cannot reverse, refund, recover, or trace any payment made outside the Platform. You are advised to prefer payment on delivery, or to limit any advance to the smallest amount the Partner will accept.
8.5 Pay only to the payment identifier the Partner has disclosed to you. If a Partner subsequently asks you to send money to a different identifier, account, or telephone number, treat the request with caution, verify it directly with the Partner by telephone, and report it to us if you suspect fraud.
8.6 Refunds, replacements, and remedies are the responsibility of the Partner. See the Refund Policy.
9. Delivery
9.1 Delivery is effected by the Partner. Craftolin provides no delivery or logistics service.
9.2 Delivery estimates displayed on the Platform are indicative, and are particularly so in respect of customised or made-to-order Products. See the Delivery Policy.
10. Communication with Partners
10.1 Craftolin does not provide, host, transmit, store, monitor, or moderate any chat or messaging service.
10.2 You communicate with a Partner directly, by telephone or otherwise, using the contact particulars exchanged through the process described in clauses 4 to 7 and the public channels published on the Partner's profile.
10.3 Such communications occur outside the Platform, are the responsibility of the parties to them, and are not recorded by Craftolin. It follows that Craftolin cannot produce a record of what was said between you and a Partner.
11. Reviews
11.1 Following an Order you may leave an honest review and rating on a scale of one to five. A Partner may likewise review you.
11.2 Reviews must be honest, relevant, based on genuine experience, and compliant with the Community Guidelines.
12. Saved Events and Reminders
12.1 You may save important events and dates, such as birthdays and anniversaries, with optional notes.
12.2 This information is private to you. It is not disclosed to any Partner and is not published on any public surface of the Platform.
12.3 It is used solely to generate reminders to you, dispatched approximately fifteen days and seven days before the event date, by push and in-application notification.
13. Notifications
13.1 You receive push and in-application notifications in respect of Requirement and Order events and in respect of your saved-event reminders. You may disable push notifications through your device settings.
14. Your Responsibilities
14.1 You shall:
(a) provide accurate delivery particulars and contact information;
(b) deal honestly and courteously with Partners;
(c) pay the amounts you have agreed, when you have agreed to pay them;
(d) use a Partner's contact particulars solely in connection with your own Requirement or Order, and not for any other purpose;
(e) not submit a Requirement without a genuine intention to transact; and
(f) comply with the Community Guidelines and Applicable Law.
15. Reporting Problems
15.1 Report any Listing, Partner, or communication that appears fraudulent or unlawful to support@craftolin.com, with such particulars and evidence as you have.
15.2 Craftolin will acknowledge a complaint within twenty-four hours of receipt and dispose of it within fifteen days, in accordance with the Support and Contact Policy.
15.3 Craftolin may restrict or suspend a reported account, make Listings unavailable, preserve records, and cooperate with law enforcement authorities. Craftolin cannot, however, recover your money.
15.4 Where you have suffered financial loss through fraud you are advised to report the matter without delay to the National Cyber Crime Reporting Portal at https://cybercrime.gov.in or by telephone to 1930, and to your bank, in addition to reporting it to us.
16. Account Deletion
16.1 You may delete your account at any time through Profile, then Account, then Delete Account, in the mobile applications or the web applications, or by requesting deletion at https://craftolin.com/account/delete or by email to support@craftolin.com. See the Account Deletion Policy.
17. Liability
17.1 Craftolin is an intermediary and is not responsible for the Products, conduct, payments, or deliveries of any Partner. The Disclaimer and Limitation of Liability applies in full, subject to clause 1.4 of this Agreement.
18. Amendment
18.1 Craftolin may amend this Agreement from time to time. The revised Agreement takes effect upon publication, save that where an amendment is material Craftolin will give reasonable advance notice. Your continued use of the Platform after the revised Agreement takes effect constitutes acceptance of it.
19. General
19.1 Clauses 26 to 29 of the Terms and Conditions, concerning assignment and change of operator, notices, force majeure, relationship of the parties, severability, waiver, entire agreement, third-party rights, survival, and language, apply to this Agreement as if set out here.
20. Governing Law and Jurisdiction
20.1 This Agreement is governed by the laws of the Republic of India.
20.2 Before commencing any proceeding you shall first raise the matter with the Grievance Officer in accordance with clause 23 of the Terms and Conditions.
20.3 Subject to clause 20.4, the courts at Hyderabad, Telangana, India shall have exclusive jurisdiction in respect of any dispute arising out of or in connection with this Agreement.
20.4 Clause 20.3 does not deprive you of the right to institute proceedings before a consumer forum having jurisdiction under the Consumer Protection Act, 2019.
21. Contact
For any question concerning this Agreement, contact support@craftolin.com. Further particulars are set out in the Support and Contact Policy.