Terms of Use

⚠️ DRAFT — REQUIRES LEGAL REVIEW BEFORE PUBLICATION. This describes how the platform actually works. It has not been reviewed by counsel and must not be published or submitted to an app store until it has been.

1. What Saanjha is

Saanjha is a platform on which members of a local community buy groceries and household goods together. One member — the seller for that trip — travels to a wholesale market or store and buys on behalf of others in their community.

Saanjha does not sell you anything. We do not own, stock, handle or dispatch goods. We provide the coordination, the payment mechanism, and the trust and dispute systems that make buying from a neighbour workable.

Every member is both. You are a buyer when you order and a seller when you host a trip. There is no separate seller account.

2. Who may use it

You must be 18 or older and resident in India. One person, one account. You are responsible for what happens under your account.

3. Verification

You can browse, join a community and chat once your phone number is verified.

Before you can transact you must be verified further — because someone else is going to hand you goods, or hand you their money. What is required depends on what you want to do:

We may decline or withdraw verification. Where we do, we will tell you why and you may appeal.

4. How an order works

1. A seller publishes a trip with an order cutoff.
2. You commit to items at an estimated price.
3. We block or hold the estimated amount plus a small buffer. It is not paid to anyone yet.
4. At cutoff, your order becomes binding. If not enough neighbours wanted an item, that item is cancelled and released automatically.
5. The seller buys. The actual price is recorded.
6. You are charged the actual amount — never more than you authorised.
7. You collect your order and confirm it.
8. After the issue window, the money is released to the seller.

Prices are estimates until the goods are bought. That is the nature of buying fresh and wholesale goods. What we guarantee is that you will never be charged more than the amount you authorised at the time you ordered.

5. Money

We do not hold your money. Payments are collected and held by an RBI-authorised payment aggregator, and released on our instruction once you confirm handover.

You may be charged: the cost of the goods, the seller's service fee, our platform fee, a share of transport, and a delivery fee if you chose delivery. All of these are itemised before you confirm — there is no aggregated "other charges" line.

Credits issued as refunds, rewards or goodwill can be spent on Saanjha. They cannot be topped up, transferred, or withdrawn as cash.

6. Your obligations as a buyer

Collect within the pickup window. Pay what you owe. Report problems honestly and within the window. Do not make false claims.

Repeated failure to collect, or a pattern of unfounded claims, will restrict your account.

7. Your obligations as a seller

You act as an independent individual, not as our employee, agent or contractor. You choose whether to make a trip, where to buy, and what to charge as a service fee.

You must: buy what you committed to, report actual prices honestly, hand over the correct goods, and not sell anything unlawful, unsafe, counterfeit or expired.

You must not misrepresent prices. We compare reported prices against a market index, and persistent overstatement will end your ability to host trips.

8. What we do and do not promise

We provide the platform as it is. We do not guarantee the quality, weight, freshness or fitness of goods bought by another member — we did not buy them, see them, or handle them.

What we do commit to: your money is held until you confirm receipt; small claims are resolved quickly and at our cost; and disputes are decided by us, not left between neighbours.

9. Disputes

Raise an issue in the app within the window for that product. Claims under ₹250 from members in good standing are usually approved automatically. Larger claims go to the seller for response, and then to us if you disagree. Either side may appeal.

Community admins have no authority over money. They cannot issue refunds, alter settlements, or see your payment details.

10. Suspension

We may restrict or suspend an account for: fraud, false claims, repeated non-fulfilment, misrepresenting prices, harassment, or breaking the law.

Where we suspend selling privileges, you keep your buyer account — losing access to affordable groceries is not a proportionate sanction for a selling dispute. We will tell you the reason and you may appeal within 14 days.

11. Content

You keep ownership of what you post. You give us permission to display it within Saanjha for the purpose it was posted.

Do not post anything unlawful, abusive, misleading, or that infringes someone else's rights. Do not use Saanjha to move payments off-platform — it is how people get defrauded, and it removes every protection described here.

12. Liability

To the extent the law allows, we are not liable for indirect or consequential loss. Nothing here excludes liability that cannot lawfully be excluded, including under the Consumer Protection Act, 2019.

13. Changes

We will notify you in the app before material changes take effect. Continuing to use Saanjha after that means you accept them.

14. Law

These terms are governed by the laws of India, and the courts at New Delhi have jurisdiction.

15. Contact

Support: support@saanjha.ai Grievance Officer: https://saanjha.ai/legal/grievance