Terms & Conditions

Welcome to SwapZen. These Terms & Conditions ("Terms") constitute a legally binding agreement between you ("User," "you," or "your") and SwapZen Retail Pvt Ltd ("SwapZen," "we," "us," or "our"). These Terms are published in compliance with the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, the Information Technology Act, 2000, and other applicable Indian laws. By accessing or using the SwapZen platform, including our website and mobile applications, you agree to be bound by these Terms. If you do not agree, please do not use our services.

1. Platform Entity Information

As required under the Consumer Protection (E-Commerce) Rules, 2020, the following mandatory disclosures are provided:

Legal name: SwapZen Retail Pvt Ltd
Registered address: WeWork Rajapushpa Summit, Financial District, Hyderabad, Telangana, India
Email: support@swapzen.in
Platform type: Marketplace entity (as defined under the Consumer Protection (E-Commerce) Rules, 2020)

SwapZen operates as a marketplace e-commerce entity. We provide a digital platform that facilitates transactions between buyers and sellers of pre-owned items. SwapZen does not own, buy, sell, or take possession of any user-listed items. We are not a party to the transaction between buyer and seller — we provide the trust infrastructure (AI-assisted verification, payment holds, delivery coordination, and outcome-based payout rules) that makes the transaction safer. SwapZen may later support item swaps and community giveaways through the same trust framework.

2. Eligibility

You must be at least 18 years of age and a resident of India to use SwapZen. By using the platform, you represent and warrant that you meet these requirements and that you have the legal capacity to enter into these Terms. SwapZen reserves the right to verify your identity and refuse service at its discretion.

3. Account and Registration

To use certain features of SwapZen, you must create an account. You agree to provide accurate, current, and complete information during registration and to keep your account information updated. You are responsible for maintaining the confidentiality of your account credentials and for all activity that occurs under your account. Notify us immediately at support@swapzen.in if you suspect unauthorized access to your account.

4. User Responsibilities and Conduct

When using SwapZen, you agree to: provide truthful and accurate listing information, including item descriptions, photos, condition, and pricing. Not list items that are illegal, stolen, counterfeit, hazardous, or prohibited under applicable Indian laws. Respond to buyer inquiries and transaction updates in a timely manner. Complete transactions in good faith and cooperate with delivery and verification processes. Not engage in fraudulent activity, market manipulation, or abuse of the platform's trust systems. Not use SwapZen to harass, threaten, or harm other users. Comply with all applicable local, state, and national laws and regulations.

5. Listings and AI-Assisted Verification

SwapZen uses AI-assisted checks to review listings for quality, consistency, duplicates, restricted items, and mismatched information. Listings that fail these checks may be rejected, flagged for review, or removed without prior notice. AI verification is a first filter and does not constitute a guarantee of item authenticity, condition, or value. Sellers remain solely responsible for the accuracy of their listings. SwapZen reserves the right to remove any listing at its discretion.

6. Payment Holds and Payouts

For paid resale transactions, SwapZen holds the buyer's payment in a protected state until the delivery outcome is confirmed. The payment hold is not an escrow in the traditional legal sense — it is a platform-managed hold designed to protect both parties. Seller payout is triggered only after successful delivery is confirmed. If delivery fails or the item is rejected, the buyer's refund path is activated. SwapZen may use third-party payment processors to facilitate holds and payouts. By using SwapZen, you agree to the payment terms and processing timelines as communicated on the platform. SwapZen may deduct applicable platform fees or service charges from the transaction amount before payout.

7. Delivery and Logistics

Where delivery services are available, they are provided through third-party logistics partners. SwapZen coordinates delivery but is not a logistics provider. SwapZen is not liable for delays, damage during transit, or issues caused by logistics partners, though we will assist in resolution where possible. Delivery outcomes (successful delivery, failed delivery, item rejection) determine the release of payment holds. Users are expected to cooperate with delivery scheduling and provide accurate addresses and availability.

8. Disputes and Resolution

In case of disputes between buyers and sellers, SwapZen may assist in resolution based on available transaction data, delivery records, listing information, and communication history. During the pilot phase, SwapZen's decisions on disputes are final and binding. We aim to be fair and transparent, but we cannot guarantee outcomes that satisfy all parties. SwapZen reserves the right to freeze, reverse, or adjust transactions where fraud, policy violations, or unsafe conditions are detected.

9. Prohibited Items and Activities

The following items and activities are strictly prohibited on SwapZen: illegal, stolen, or counterfeit items. Weapons, ammunition, explosives, or hazardous materials. Drugs, pharmaceuticals, or controlled substances. Items that infringe intellectual property rights. Recalled or banned products. Living animals. Adult content. Items that violate any applicable law or regulation. Any form of money laundering, fraud, or deceptive practices. SwapZen reserves the right to remove prohibited listings, suspend accounts, and report violations to appropriate authorities without notice.

10. Intellectual Property

The SwapZen name, logo, website design, platform features, and all associated content are the intellectual property of SwapZen Retail Pvt Ltd. You may not copy, modify, distribute, or create derivative works based on our platform without prior written consent. By listing items on SwapZen, you grant us a non-exclusive, royalty-free license to display your listing content (photos, descriptions) on the platform for the purpose of facilitating transactions.

11. Limitation of Liability

SwapZen is provided on an "as-is" and "as-available" basis without warranties of any kind, whether express or implied. To the maximum extent permitted by applicable law, SwapZen shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from your use of the platform, including but not limited to loss of profits, data, or goodwill. SwapZen's total liability for any claim arising from these Terms or your use of the platform shall not exceed the amount of fees paid by you to SwapZen in the 12 months preceding the claim. This limitation applies regardless of the legal theory on which the claim is based.

12. Indemnification

You agree to indemnify, defend, and hold harmless SwapZen, its officers, directors, employees, and agents from any claims, damages, losses, liabilities, and expenses (including reasonable 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.

13. Account Suspension and Termination

SwapZen reserves the right to suspend or terminate your account at any time, with or without notice, for conduct that we determine violates these Terms, is harmful to other users, or is otherwise inappropriate. Upon termination, your right to use the platform ceases immediately. Any pending transactions will be resolved according to our standard procedures. Provisions of these Terms that by their nature should survive termination shall remain in effect.

14. Changes to Terms

We may update these Terms from time to time. When we make material changes, we will update the "Last updated" date at the top of this page and, where appropriate, provide notice through the platform or via email. Continued use of SwapZen after changes are posted constitutes acceptance of the updated Terms. If you disagree with the changes, you should stop using the platform and contact us to close your account.

15. Governing Law and Jurisdiction

These Terms are governed by and construed in accordance with the laws of India. Any disputes arising out of or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts in Hyderabad, Telangana, India.

16. Severability

If any provision of these Terms is found to be invalid or unenforceable by a court of competent jurisdiction, the remaining provisions shall continue in full force and effect. The invalid or unenforceable provision will be modified to the minimum extent necessary to make it valid and enforceable.

17. Entire Agreement

These Terms, together with our Privacy Policy, constitute the entire agreement between you and SwapZen regarding your use of the platform. These Terms supersede any prior agreements or understandings, whether written or oral.

18. Refund and Cancellation Policy

As required under the Consumer Protection (E-Commerce) Rules, 2020:

Buyer cancellation: Buyers may cancel an order before the item has been dispatched for delivery. Cancellation charges, if any, will not exceed the charges borne by SwapZen for the same order. Refunds: Where a refund is approved (due to delivery failure, item mismatch, or cancellation), SwapZen will process the refund within the timeframe prescribed by the Reserve Bank of India (RBI) guidelines for the applicable payment method. Seller cancellation: Sellers may withdraw a listing before a buyer has initiated payment. Once payment is held, the seller is expected to complete the transaction in good faith. No restocking fees: SwapZen does not charge restocking fees to buyers for returns or refunds triggered by delivery failure or item mismatch.

19. Grievance Redressal

In compliance with Rule 4 of the Consumer Protection (E-Commerce) Rules, 2020, all grievances can be directed to:

Email: support@swapzen.in
Address: WeWork Rajapushpa Summit, Financial District, Hyderabad, Telangana, India

The Grievance Officer will acknowledge receipt of any consumer complaint within 48 hours and resolve the complaint within one month from the date of receipt, as mandated by the Rules. If you are not satisfied with the resolution provided, you may:

Approach the National Consumer Helpline (NCH) at 1800-11-4000 or consumerhelpline.gov.in. File a complaint with the appropriate Consumer Disputes Redressal Commission (District, State, or National level) under the Consumer Protection Act, 2019. File a complaint with the Data Protection Board of India for data-related grievances under the DPDP Act, 2023.

20. Compliance with Indian Laws

SwapZen operates in compliance with the following Indian laws and regulations:

Consumer Protection Act, 2019: We adhere to consumer rights protections including the right against unfair trade practices, the right to be informed, and the right to seek redressal.

Consumer Protection (E-Commerce) Rules, 2020: As a marketplace entity, we comply with mandatory disclosures, grievance redressal timelines, price transparency, seller verification, and refund obligations.

Digital Personal Data Protection Act, 2023: We process personal data in accordance with the DPDP Act. See our Privacy Policy for full details.

Information Technology Act, 2000: We maintain the platform as an intermediary under Section 2(1)(w) and comply with intermediary guidelines for due diligence, content moderation, and user safety.

Goods and Services Tax (GST) Act: Applicable taxes are collected and remitted in accordance with GST regulations.

Indian Contract Act, 1872: Transactions facilitated through SwapZen are subject to the principles of valid contract formation under Indian law.

Foreign Exchange Management Act (FEMA), 1999: All transactions on SwapZen are conducted in Indian Rupees (INR). Cross-border transactions, if any, comply with FEMA and RBI regulations.

21. Contact Us

If you have questions or concerns about these Terms, contact us at:

SwapZen Retail Pvt Ltd
Email: support@swapzen.in
Address: WeWork Rajapushpa Summit, Financial District, Hyderabad, Telangana, India
National Consumer Helpline: 1800-11-4000