Terms & Conditions

1. Business Info & Acceptance of Terms

Welcome to Urban Ghol (operated by Urban Ghol Agrofoods, hereinafter referred to as "Company", "We", "Us", or "Our"). By accessing, browsing, or purchasing products on our website www.ghol.in or associated web applications, you ("Customer", "User", or "You") agree to be legally bound by these Terms and Conditions.

Registered Address: C-2100, Block-C, Aravali Marg, Indira Nagar, Lucknow - 226016, Uttar Pradesh, India.

If you do not agree with any part of these Terms, please refrain from using our services or placing orders.

2. Eligibility & Account Security

By registering or using our online store, you confirm that:

• You are at least 18 years of age, or accessing the website under the supervision of a parent or legal guardian.
• The personal details provided during account creation or checkout (Name, Mobile Number, Shipping Address, Email) are accurate and complete.
• You are responsible for maintaining the confidentiality of your account credentials and password.

3. Products, Food Safety & Allergens

Urban Ghol manufactures and packages instant sattu drink mixes (Chocolate, Cardamom, Pani Puri, Jaljeera, and Assorted Packs) adhering to strict FSSAI (Food Safety and Standards Authority of India) food safety regulations.

While we strive for accurate digital representation of package designs and product images, actual color tones or packaging layout may vary slightly due to screen resolutions or ongoing package upgrades.

4. Pricing, Taxes & Promotional Offers

• All prices listed on the store are in Indian Rupees (INR ₹) and include applicable Goods and Services Tax (GST).
• We reserve the right to modify product prices, MRPs, or shipping fees at any time without prior notice. However, once an order is confirmed, the price applicable at the time of order placement will be honored.
• Promotional discount codes, flash sales, and bundle offers cannot be combined unless explicitly stated.

5. Orders & Payments

All orders placed on Urban Ghol are 100% prepaid. We accept secure online payments via Razorpay supporting UPI (Google Pay, PhonePe, Paytm, BHIM), Credit Cards, Debit Cards, Net Banking, and Wallets.

• Payment Verification: Orders are verified automatically upon successful gateway receipt. Your order is confirmed immediately upon successful transaction completion.
• Failed Transactions: If your account has been debited but the order confirmation fails, the gateway will automatically reverse the transaction back to your source account within 3–5 business days.

6. Shipping & Delivery Terms

Orders are dispatched via premier courier logistics partners (e.g. Express, BlueDart, Delhivery, Xpressbees). Estimated shipping timelines:

• Processing Time: 1 - 2 business days.
• Transit Time: 2 - 5 business days depending on delivery location (Metro cities: 2-3 days, Rest of India: 4-6 days).
• If a shipment is delayed due to weather, natural disasters, national strikes, or incorrect pincode/address provided by the customer, Urban Ghol will not be held liable for third-party courier delays.

7. Cancellations, Returns & Refund Policy

Due to food safety and health hygiene regulations under FSSAI rules, sealed food products are non-returnable once opened or delivered in good condition.

• Order Cancellation: You can request order cancellation before dispatch by contacting support@ghol.in or calling +91 6384115928. Full refunds for prepaid cancelled orders are processed within 3-5 business days.
• Damaged / Defective Deliveries: If your shipment arrives damaged, leaked, or missing items, please notify us within 48 hours of delivery with unboxing photos/videos. A free replacement or full refund will be initiated immediately.

8. Loyalty Program & Reward Points

Registered customers earn Urban Ghol Loyalty Points on account creation (50 bonus points) and completed purchases. Reward points are non-transferable, cannot be redeemed for cash, and carry an expiry period of 12 months from the date of credit.

9. Intellectual Property Rights

All content on this website—including logos, product names (Urban Ghol, Sattu Remix), packaging artwork, website design, text, graphics, and software code—is the sole intellectual property of Urban Ghol Agrofoods and is protected under Indian Copyright and Trademark laws.

10. Limitation of Liability

To the maximum extent permitted by applicable law, Urban Ghol Agrofoods shall not be liable for any indirect, incidental, or consequential damages resulting from the use or inability to use our products or website. In any case, our maximum total financial liability to you shall not exceed the total order value paid for the product in question.

11. Nodal & Grievance Redressal Officer

In accordance with the Information Technology Act 2000 and Consumer Protection (E-Commerce) Rules 2020, the details of our Grievance Officer are as follows:

12. Governing Law & Jurisdiction

These Terms & Conditions shall be governed by and construed in accordance with the laws of India. Any disputes or claims arising out of or in connection with your use of the site or purchase of products shall be subject to the exclusive jurisdiction of the competent courts in Lucknow, Uttar Pradesh, India.