Terms & Conditions of Use
This document is an electronic record formed under the Information Technology Act, 2000, the Consumer Protection Act, 2019, and the Consumer Protection (E-Commerce) Rules, 2020. Pending commercial and licensing parameters are explicitly marked as [BUSINESS INPUT REQUIRED] or [LEGAL REVIEW REQUIRED] and must be verified by an Indian advocate before commercial enforcement.
1. Introduction, Corporate Scope & Acceptance
These Terms of Use ("Terms") govern your access to and use of the mobile applications, websites (https://sonhapp.in and https://sonhmart.in), and associated digital services operated by [LEGAL ENTITY NAME — BUSINESS INPUT REQUIRED, e.g., Fanar Technologies Private Limited] ("Sonh", "we", "us", or "our"), having its principal operational hub at Ushkara, Baramulla, Jammu & Kashmir - 193101, India.
By downloading, accessing, browsing, registering an account, or placing an order across Sonh Mart, Sonh Fresh, Sonh Cafe, or Sonh Print, you confirm that you are at least 18 years of age (or 21 years for age-restricted items) and irrevocably agree to be bound by these Terms and our incorporated policies.
2. Account Registration, OTP Verification & Security
Account creation utilizes mobile telephone verification via One-Time Password (OTP). You agree to provide a valid, active telephone number registered in your legal name. You are solely responsible for maintaining the confidentiality of your credentials, OTPs, and device sessions. Sonh and its delivery staff will NEVER solicit your bank passwords, debit/credit card CVVs, or UPI MPINs.
3. Unified Ecosystem Architecture
Sonh Mart
Packaged groceries, pantry staples, dairy, beverages, personal care, and daily household items.
Sonh Fresh
Farm-sourced seasonal fruits, vegetables, and perishables graded on the day of dispatch.
Sonh Cafe
Freshly brewed coffees, Kashmiri Shahi Kahwa, artisan teas, and hot culinary snacks prepared on-demand.
Sonh Print
High-speed cloud document printing, color/B&W copies, laser printing, and spiral/comb binding.
4. Unified Cart, Pricing, Fees & Taxes
Sonh provides a unified shopping basket combining items across all four verticals into a single checkout flow. All prices are in Indian Rupees (INR / ₹) inclusive of Goods and Services Tax (GST).
Applicable charges will always be displayed to the customer before order confirmation.
5. Payment Gateways & Non-Storage of Financial Credentials
Prepaid transactions are processed securely through RBI-authorized payment aggregators (Cashfree Payments). Sonh supports UPI, Debit/Credit Cards, NetBanking, SonhPay Wallet, and Cash on Delivery (COD). In strict compliance with RBI Card-on-File Tokenisation rules, Sonh NEVER collects, processes, or stores your complete card numbers, CVVs, or UPI PINs.
6. Order Cancellation Policy
In our real-time Order State Machine, cancellation is governed strictly by fulfillment status:
- Free Cancellation: Allowed while status is
awaiting_payment,received,confirmed, oraccepted. - Cancellation Locked: Once status transitions to
preparing,picking,packed, orout_for_delivery, cancellation is strictly locked.
See our complete Refund and Cancellation Policy for detailed timelines.
7. Sonh AI Shopping Assistant Disclaimers
The Sonh AI assistant provides conversational product search, budget planning, and store hours information. AI responses are informational and assistive only. The live product catalog, active stock indicators, and cart checkout screens are the sole authoritative sources of product prices, availability, and order status. AI suggestions do not replace medical or nutritional advice.
8. Grievance Redressal & Statutory Disclosures
Grievance Officer: [GRIEVANCE OFFICER NAME — BUSINESS INPUT REQUIRED, e.g., Umar Hamid]
Official Email: [OFFICIAL GRIEVANCE EMAIL — BUSINESS INPUT REQUIRED, e.g., grievance@sonhmart.in]
Postal Address: Ushkara, Baramulla, Jammu & Kashmir - 193101, India
Customer Support Phone: +91 6006301589 [CONFIRM ACTIVE LINE]
Statutory SLA: Acknowledgment within 48 hours; resolution within 30 days of ticket creation.
9. Governing Law & Territorial Jurisdiction
These Terms and all commercial contracts formed on Sonh are governed by the laws of the Republic of India. Subject to mandatory consumer protection laws, disputes shall be subject to the exclusive jurisdiction of the competent courts in Baramulla, Jammu & Kashmir [LEGAL REVIEW REQUIRED].