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 should be read together with the Marketplace Policy and the Delivery Policy.
1.3 Nothing in this Policy excludes, restricts, or modifies any right or remedy available to a consumer under the Consumer Protection Act, 2019 or any other Applicable Law.
2. Governing Principle: Payments Are Made Outside the Platform
2.1 Craftolin is an intermediary. It does not collect, hold, escrow, process, or remit any payment between a Customer and a Partner, and operates no payment gateway, wallet, or escrow facility.
2.2 All consideration for a Product is paid by the Customer directly to the Partner, outside the Platform, by such method as they agree, including cash on delivery, advance payment in whole or in part, or payment on delivery.
2.3 The Platform permits the recording of payment particulars for record-keeping purposes only. Such entries are made by Users and do not evidence receipt of any sum by Craftolin.
2.4 It follows that Craftolin cannot issue, procure, guarantee, reverse, or recover any refund. Responsibility for any refund rests with the Partner who received the payment.
3. Refunds Between Customer and Partner
3.1 Entitlement to a refund, the amount of any refund, and the method and timing of its payment are determined by:
(a) the terms agreed between the Customer and the Partner before the Agreement Code was verified, including any arrangement as to advance payment and balance;
(b) the description of the Product in the Listing and any representation made by the Partner; and
(c) Applicable Law, including the Consumer Protection Act, 2019 and the Sale of Goods Act, 1930.
3.2 A Partner shall deal fairly with a Customer and shall honour any refund commitment it has made.
3.3 A Customer should raise a refund request directly with the Partner without undue delay, using the contact particulars disclosed through the Platform.
3.4 Customers are advised to establish the Partner's position on returns, replacement, and refunds before communicating the Agreement Code, and to retain a record of what was agreed.
4. Custom, Personalised, and Made-to-Order Products
4.1 A substantial proportion of Products offered on the Platform are custom, personalised, or made to order.
4.2 Such Products may not be capable of being returned or refunded once production has commenced, save where the Product:
(a) is not delivered;
(b) is defective or damaged on delivery;
(c) differs materially from what was agreed or from the description in the Listing; or
(d) is otherwise the subject of a right or remedy under Applicable Law.
4.3 A Customer should confirm the Partner's position on these matters before communicating the Agreement Code.
5. Cancellation and its Effect on Payment
5.1 Requirements that are not accepted. A Requirement to which the Partner does not respond within twenty-four hours is automatically rejected by the Platform. No Order is created and no payment obligation arises.
5.2 Orders. Once an Order has been created it cannot be cancelled through the Platform. Any cancellation, and the treatment of any sum already paid, must be agreed directly between the Customer and the Partner. This does not affect any right of cancellation available under Applicable Law.
6. Advance Payments
6.1 A Customer who makes an advance payment does so at the Customer's own risk.
6.2 Craftolin has no ability to reverse, refund, recover, or trace any payment made outside the Platform, whether by way of advance or otherwise.
6.3 Customers are advised to prefer payment on delivery, or to limit any advance to the smallest sum the Partner will accept, and to pay only to the payment identifier the Partner has disclosed. Clause 8.5 of the Customer Agreement applies.
7. Craftolin Fees
7.1 The Platform is presently free of charge for Customers and for Partners. No subscription plan is offered for sale and no fee is payable to Craftolin.
7.2 As no fee is charged, no refund of any Craftolin fee arises.
7.3 Where paid plans are introduced in the future, the applicable refund and cancellation terms will be published in the Subscription Terms before those plans take effect.
8. Disputes
8.1 A dispute concerning payment or refund is between the Customer and the Partner. Craftolin is not a party to it and is not responsible for issuing or guaranteeing any refund.
8.2 Craftolin may, without obligation, provide a channel by which a problem may be reported, and may furnish the Requirement and Order records that it holds to the Users concerned in order to assist resolution.
8.3 Where a report discloses conduct that appears fraudulent or unlawful, Craftolin may restrict or suspend the account concerned, preserve the associated records, and cooperate with law enforcement authorities in accordance with clause 24 of the Terms and Conditions.
8.4 A Customer who has suffered financial loss through fraud is 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 their bank.
8.5 Unresolved disputes remain subject to Applicable Law and to the Disclaimer and Limitation of Liability.
9. Contact
9.1 To report a problem concerning an Order or a refund, contact support@craftolin.com. Complaints are acknowledged within twenty-four hours and disposed of within fifteen days, in accordance with the Support and Contact Policy.