privacy policy
“VOHO” is a
trademark of Voho Retail Private Limited, a company incorporated under the
Companies Act, 2020 with its registered office at Villa No.2, ECR Road,
Opp. Mayajaal, Kanathur, Chennai – 603112 (Company).
The Company respects your privacy and values the trust you place in it. Set out
below is the Company’s ‘Privacy Policy’ which details the manner in which
information relating to you is collected, used and disclosed.
Customers are advised to read and understand our Privacy Policy carefully, as
by accessing the website/app you agree to be bound by the terms and conditions
of the Privacy Policy and consent to the collection, storage and use of
information relating to you as provided herein.
If you do not agree with the terms and conditions of our Privacy Policy,
including in relation to the manner of collection or use of your information,
please do not use or access the website/app.
Our Privacy Policy is incorporated into the Terms and Conditions of Use of the
website/app and is subject to change from time to time without notice. It is
strongly recommended that you periodically review our Privacy Policy as posted
on the App/Web.
Should you have any clarifications regarding this Privacy Policy, please do not
hesitate to contact us at Support@voho.in
the collection, storage and use of information related to you
We may automatically store certain information including but not limited to information about your web browser, IP address, cookies stored on your device and other information about you based upon your behaviour on the website. We use this information to do internal research on our users’ demographics, interests and behaviour to better understand, protect and serve our users. This information is compiled and analyzed on an aggregated basis. This information may include the URL that you just came from (whether this URL is on the website or not), which URL you next go to (whether this URL is on the website or not), your computer browser information, your IP address, and other information associated with your interaction with the website.
We may also share your Mobile IP/Device IP with third party(ies) and to the best of our knowledge, be-life and representations given to us by these third party(ies) this information is not stored by them.
We also collect and store personal information provided by you from time to time on the website/app. We only collect and use such information from you that we consider necessary for achieving a seamless, efficient and safe experience, customized to your needs including:
· To enable the provision of services opted by you;
· To communicate necessary account and product/service related information from time to time;
· To allow you to receive quality customer care services;
· To undertake necessary fraud and money laundering prevention checks, and comply with the highest security standards;
· To comply with applicable laws, rules and regulations; and
· To provide you with information and offers on products and services, on updates, on promotions, on related, affiliated or associated service providers and partners, that we believe would be of interest to you
Where any service requested by you involves a third party, such information as is reasonably necessary by the Company to carry out your service request, may be shared with such third party.
We also do use your contact information to send you notifications based on the tasks allotted to you and also based on your interests and prior activity. The Company may also use contact information internally to direct its efforts for product improvement, to contact you as a survey respondent, to notify you if you win any contest; and to send you promotional materials from its contest sponsors or advertisers.
Contacts Permissions: If you allow us to access your contact list information including you and your contacts’ e-mail ids and any other details saved therein, it enables us to provide social features to you and your friends/contacts such as sharing your orders with your friends/contacts, inviting your contacts to try our app, send across referral links to your friends/contacts, etc. We may also use this information to make recommendations for groceries. This information will be synced from your phone and stored on our servers.
Further, you may from time to time choose to provide payment related financial information (credit card, debit card, bank account details, name, billing address, shipping address, phone number etc.) on the website. We are committed to keeping all such sensitive data/information safe at all times and ensure that such data/information is only transacted over secure websites of approved payment gateways which are digitally encrypted and provide the highest possible degree of care available under the technology presently in use.
The Company will not use your financial information for any purpose other than to complete a transaction with you. Additionally, your information may be used to communicate with you, screen orders for potential risk or fraud, use of preferences related information for advertising purposes and site optimization.
Device information: We may need your device permission to get information about your device, like OS (operating system) name, mobile network, hardware model, unique device identifier, etc. Based on these inputs, we intend to optimize your order experience and thereby serve you better.
Location: This permission enables us to give you the benefit of delivering the product to your address and also to provide location specific deals with personalized in-funnel experience.
With Other Users: If you are a delivery partner, this permission enables us to verify your exact location information and locate your present location to align you at the preferred region when you begin or engage in a delivery and track the progress and completion of your trips.
This feature/permission helps in connecting the right delivery partner with the right delivery opportunity and the path helps in computing the right distance pay along with providing consumers visibility of delivery partners location during delivery for address interventions.
SMS: If you allow us to access your SMS, we read your SMS to autofill or pre-populate ‘OTP’ while making a transaction and to validate your mobile number. This provides you a seamless purchase experience while making an order and you do not need to move out of the app to read the SMS and then enter it in the app.
Phone: The app requires access to make phone calls so that you can make phone calls to our customer contact centres directly through the app.
Email ID: If you allow us to access your email id then, it enables us to send various deals and offers directly to your email.
Photo/ Media/ Files: We take media storage permissions to cache the VOHO images to provide seamless and fast experience while browsing VOHO app.
Wi-Fi connection information: When you allow us the permission to detect your Wi-Fi connection, we optimize your experience such as more detailing on maps, better image loading etc.
Camera: You can grant camera permission as well to take pictures from your camera like that of the invoice, defective products etc., in our customer chat feature.
To the extent possible, we provide you the option of not divulging any specific information that you wish for us not to collect, store or use. You may also choose not to use a particular service or feature on the website/application and opt out of any non-essential communications from the Company.
Further, transacting over the internet has inherent risks which can only be avoided by following security practices yourself, such as not revealing account/login related information to any other person and informing our customer care team about any suspicious activity or where your account has/may have been compromised.
The Company uses data collection devices such as “cookies” on certain pages of the website to help analyse our web page flow, measure promotional effectiveness, and promote trust and safety. “Cookies” are small data files placed on your hard drive or device that assist us in providing our services and may include an anonymous unique identifier. The Company offers certain features that are only available through the use of a “cookie”.
The Company also uses cookies to allow you to enter your password less frequently during a session. Cookies can also help the Company provide information that is targeted to your interests. Most cookies are “session cookies,” meaning that they are automatically deleted from your hard drive at the end of a session. You are always free to decline our cookies if your browser permits, although in that case you may not be able to use certain features on the website and you may be required to re-enter your password more frequently during a session.
Additionally, you may encounter “cookies” or other similar files on certain pages of the website that are placed by third parties. The Company does not control the use of cookies by third parties.
If you send the Company personal correspondence, such as emails or letters, or if other users or third parties send us correspondence about your activities on the website, the Company may collect such information into a file specific to you.
The Company does not retain any information collected for any longer than is reasonably considered necessary by us, or such period as may be required by applicable laws. The Company may be required to disclose any information that is lawfully sought from it by a judicial or other competent body pursuant to applicable laws.
The website may contain links to other websites. We are not responsible for the privacy practices of such websites which we do not manage and control.
you agree & confirm
· That in the event any product delivery is delayed or is returned from its destination on your account (e.g., providing the wrong name or address or other incorrect/misleading information), any additional costs incurred by the Company for re-delivery of the product(s) shall be borne by you
· We will not be held responsible for any delay or failure to make delivery of your order if the delay or failure arises from any cause which is beyond our reasonable control
· You agree to use the services provided by the Company for lawful purposes only, and comply with all applicable laws and regulations while using/accessing and transacting on the Marketplace
· You will provide authentic and true information in all instances where any information is requested of you. The Company reserves the right to confirm and validate the information and other details provided by you at any point of time
· If at any time, the information provided by you is found to be false or inaccurate (wholly or partly), the Company shall have the right in its sole discretion to reject registration, cancel all orders, and debar you from using its services and other affiliated services in the future without any prior intimation whatsoever, and without any liability to you
· You are accessing the services made available by the Company and transacting at your sole risk and are using your best and prudent judgment before entering any transaction through the Marketplace
· Before placing an order, you acknowledged to have checked and reviewed the product description carefully and in sufficient detail. By placing an order on the Marketplace, you agree to be bound by the conditions of sale included in the item’s description without exception
· Notwithstanding the right of the Company on cancellation of the order, any Product in the order may be replaced by the Company in case of unavailability or for other reasons outside the control of the Company, subject to you may refuse to accept such replacement/substitute product. For such cancellations, the Company will initiate a refund, if any, on the order/product, if any, made by you under the relevant order within 72 hours
order limit & minimum order value
· There is no minimum order value to place an order with VOHO. Every store has its own delivery charges. The delivery charges are mentioned on the app and web at the checkout page
order cancellation
· As a user, you may cancel an order placed by you before the order enters the “billed” stage. For any permitted cancellations, we will initiate a refund, if any, made by you under the relevant order within approximately 48-72 hours.
· Orders may be cancelled by the Company in any of the following cases: (a) if it is suspected that a customer has undertaken a fraudulent transaction, or (b) if it is suspected that a customer has undertaken a transaction which does not conform to or violates these Terms of Use/User Agreement, or (c) in case of unavailability of product(s), or (d) for any reason outside the control of the Company, including causes for delivery-related logistical difficulties. For such cancellations, the Company will initiate a refund, if any, made by you under the relevant order within 72 hours.
· Further, while precautions are taken to ensure accuracy of product specifications, the details of a product as reflected on the Marketplace may be inaccurate due to technical issues, typographical errors or incorrect product information provided to the Company by third-party sellers and in such an event, you shall be notified as soon as such error comes to the notice of the Company. In such an event, the Company reserves the right to cancel your order and grant credit/coupon for the value of the returned product. Such credit shall be available for use against a subsequent invoice for transactions on the Marketplace.
· We maintain a list of all fraudulent transactions and non-complying users, and reserve the right to deny access to such users at any time or cancel any orders placed by them in future.
returns & refunds
· The Marketplace entitles all users who have purchased a product on the Marketplace to return a product or request replacement after it has been delivered only if there is an issue with the product. If you no longer need the item, bought it by mistake or have changed your mind, you may only return the product at the time of delivery. We will not be able to accept return requests for such cases after delivery.
· If you want to return a product, please keep the product in the original packaging. In addition, the product must be unused and unwashed, with all tags intact.
· A few products may not be eligible for return and will be marked “Non-returnable” on the product description page.
· We do our best to make sure you do not face the same issue again and improve our services. As a result, we pass on feedback to our merchants who provide the products. For us to do this, it is mandatory for you to share images of the items with which you are facing an issue. Subject to acceptance from the third-party seller of the product, the Company may take back the returned product and grant a credit/refund in lieu of the value of the returned product. Such credit shall be available for use against a subsequent invoice for transactions on the Marketplace.
· The timeline to raise a complaint depends on the category in which the product falls into: Consumable Perishables – meats, seafood, frozen food and FnV, dairy category including milk, eggs and bread, etc. (7 days); Consumable Non-perishables – groceries, etc. (7 days); General Merchandise – Electronics, home furnishings, fashion, etc. (7 days); Freebie missing issue (7 days); Entire wrong order and MDND (7 days); and Other issues – insect, fungus or foreign material, expired products, etc. (no restriction).
· In case of any complaints related to items purchased from the Duty-free sale, the complaint TAT is the following: consumable perishables (3 days), consumable non-perishable consumables (7 days), and general merchandise including household and lifestyle items, etc. (15 days). Please note, all perfumes and personal care items are non-returnable and non-refundable. Please check them at your doorstep while receiving the order, as we will not be able to accept any complaints for those items after delivery.
· The refund timeline depends on the mode of payment used. It is the following for each mode: Payzapp and G-pay (5–7 working days), IMPS (24–48 hours), Bank - CC/DC/NB (5–7 working days), and external wallet (24–48 hours).
· You may request a refund/replacement for Electronics and Cookware products within 7 days of delivery in case there is a quality issue. This request will only be considered if all original tags and packaging are intact. It is also requested that a user should check if the product seal is intact (i.e., not broken) while accepting the order to avoid any kind of damage-related complaints after delivery.
· Further, it is clarified that for electronic and cookware products, no returns shall be accepted post 7 days of delivery and the user should get in touch with the Brand/Manufacturer with the original invoice given at the time of delivery from VOHO.
· A few items listed may or may not carry a seller warranty. For these, VOHO will provide a basic return policy.
· For payments made through electronic means such as debit card, credit card, net banking, wallet, etc., the refund shall be made using the same payment mode
· All refunds shall be made in Indian Rupees only