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
1. Status of this Policy
1.1 This Policy forms part of, and is incorporated into, the Terms and Conditions. Capitalised terms have the meaning given to them in those Terms.
1.2 This Policy describes the structure of the Craftolin marketplace and the respective roles and responsibilities of Craftolin, Customers, and Partners.
2. The Marketplace Model
2.1 Craftolin operates an online marketplace connecting Customers with independent Partners.
2.2 Craftolin acts solely as an intermediary within the meaning of section 2(1)(w) of the Information Technology Act, 2000. It publishes Listings created by Partners and provides the workflow by which a Customer may communicate a Requirement to a Partner.
2.3 Craftolin:
(a) is not the seller, manufacturer, importer, distributor, or supplier of any Product;
(b) does not own, inspect, test, store, or take custody or possession of any Product;
(c) does not process, collect, hold, escrow, or remit any payment;
(d) provides no delivery, courier, or logistics service;
(e) does not verify, vet, authenticate, or endorse any User; and
(f) is not a party to the contract between a Customer and a Partner.
2.4 Every contract for the sale or supply of a Product is formed directly and exclusively between the Customer and the Partner concerned.
3. Roles
3.1 Customers
3.1.1 A Customer may browse and search Listings, view Partner profiles and their public channels, save Listings to a wishlist, submit Requirements, agree terms directly with a Partner, supply Delivery Details, track Orders, and leave reviews.
3.1.2 A Customer's mobile telephone number is a mandatory element of a Requirement and is disclosed to the Partner upon submission. Delivery Details are supplied after the Agreement Code is verified and are likewise disclosed to the Partner.
3.2 Partners
3.2.1 A Partner may maintain a business profile, declare delivery coverage, publish Listings within the publishing allowance displayed for its account, receive and respond to Requirements, generate and verify the Agreement Code, accept Requirements, update Order statuses, record payment particulars for its own use, and leave reviews.
3.2.2 A Partner must publish and maintain at least one public Instagram profile or YouTube channel, as required by clause 4 of the Partner Agreement.
3.3 Craftolin's internal administration
3.3.1 Craftolin operates internal administrative functions for the purposes of moderating Listings and accounts for compliance with its policies and with Applicable Law.
3.3.2 These functions are moderation and enforcement only. They do not constitute, and must not be represented or understood as, verification, vetting, authentication, approval, or endorsement of any Partner, Listing, or Product. No indicator of verification is displayed to any Customer or Partner.
4. Listings and Product Standards
4.1 A Partner is solely responsible for the accuracy, completeness, legality, and quality of each Listing, including its description, images, price, category, subcategory, availability, customisation options, and delivery estimates.
4.2 Prohibited and restricted items, and the standards applicable to content, are set out in the Community Guidelines.
4.3 Craftolin may make a Listing invisible, mark it unavailable, or remove it, and may restrict, suspend, or terminate an account, where it reasonably considers that its policies or Applicable Law have been breached.
4.4 Craftolin is under no general obligation to monitor Listings, and the continued publication of a Listing does not signify that Craftolin has reviewed or approved it.
5. The Requirement and Order Workflow
5.1 The workflow operates as follows:
| Stage | What occurs |
|---|---|
| Requirement submitted | The Customer specifies quantity, required delivery date, delivery city and PIN code, customisation where enabled, and event type, and supplies a mandatory mobile telephone number which is disclosed to the Partner |
| Partner response | The Partner accepts or declines. A Requirement unanswered for twenty-four hours is automatically rejected by the Platform |
| Terms agreed | The parties agree commercial terms directly between themselves, outside the Platform |
| Agreement Code | The Partner generates a four-digit code within the Platform; the Customer communicates it to the Partner, who enters it to record that agreement has been reached |
| Delivery Details | The Customer supplies a delivery address line and contact telephone number, both mandatory, together with an optional landmark and email address; these are disclosed to the Partner |
| Order created | Upon the Partner's acceptance an Order is created |
| Fulfilment | Upon creation of the Order the parties' contact particulars are disclosed to one another simultaneously. The Order then progresses through Accepted, In Progress, Out for Delivery, and Completed |
5.2 Clause 6 of the Terms and Conditions governs this workflow in full.
5.3 Once an Order has been created it cannot be cancelled through the Platform. Any variation or cancellation must be agreed directly between the parties.
6. Communication Between Users
6.1 Craftolin provides no chat or messaging service and does not carry, store, monitor, or moderate any communication between Users.
6.2 Users communicate directly, by telephone or otherwise, using the contact particulars exchanged through the workflow and the public channels published on a Partner's profile.
7. Payment and Settlement
7.1 Payment is made directly between the Customer and the Partner, outside the Platform.
7.2 The Platform records payment particulars entered by Users for record-keeping purposes only. Such records do not evidence receipt of any sum by Craftolin and do not make Craftolin a party to, or guarantor of, any payment.
7.3 The Refund Policy applies.
8. Reviews, Ratings, and Statistics
8.1 The marketplace operates a two-sided review system in which a Customer may review a Partner and a Partner may review a Customer.
8.2 Craftolin computes and displays aggregate statistics derived from Platform records, including average rating, number of reviews, average delivery days, and order completion rate.
8.3 Such reviews and statistics present information supplied by Users or derived from Platform records. They are not a representation, certification, or endorsement by Craftolin, and must not be relied upon as such.
8.4 Reviews must comply with the Community Guidelines.
9. Search, Discovery, and Ranking
9.1 Listings may be discovered through search and through filters including category, subcategory, event, hashtag, item keyword, price range, and Partner, and through trending and similar-creator features.
9.2 Ranking and ordering are derived from Listing data and from simple popularity and sorting signals. Craftolin operates no algorithmic recommendation engine.
9.3 Craftolin does not guarantee any ranking outcome, does not offer paid placement, and does not accord preferential treatment to any Partner. Should preferential treatment be introduced, it will be disclosed as required under the Consumer Protection (E-Commerce) Rules, 2020.
10. Fees
10.1 The Platform is presently free of charge for Customers and for Partners. No subscription plan is offered for sale, and Craftolin charges no commission or transaction fee.
10.2 Any future paid plans will be described in the Subscription Terms and notice will be given before any charge becomes payable.
11. Responsibilities and Liability
11.1 Customers and Partners are responsible for their own conduct, content, transactions, payments, and deliveries.
11.2 Craftolin's role and the limits of its liability are set out in the Disclaimer and Limitation of Liability.
12. Enforcement and Reporting
12.1 Craftolin may investigate a suspected breach of its policies or of Applicable Law and may take action including removal of content, restriction of features, suspension, or termination of an account.
12.2 Reports may be made to support@craftolin.com. Craftolin maintains a record of each report received, the action taken, and the date of that action, and may preserve the records of a reported account for the purposes of investigation and cooperation with law enforcement authorities.
12.3 Complaints are acknowledged within twenty-four hours and disposed of within fifteen days, in accordance with the Support and Contact Policy.