Terms And Conditions
TERMS OF USE
1. GENERAL
a) This document constitutes an electronic record in accordance with the Information Technology Act, 2000, and its associated rules, including any amendments pertaining to electronic records across various statutes. It is generated by a computer system and does not necessitate physical or digital signatures.
b) This document is issued in compliance with Rule 3 (1) of the Information Technology (Intermediaries Guidelines) Rules, 2011, which mandates the publication of the rules and regulations, privacy policy, and Terms of Use for accessing or using www.truwell.in.
c) The domain www.truwell.in (the “Website”), including its online services, such as software use, and all content available on the Website—such as information, articles, news, blogs, text, graphics, images, and materials provided by third-party service providers—is owned and operated by TRUWELL (the “Company”). TRUWELL is a Proprietorship Company established under the Companies Act, 2024, with its registered office located at Pinewood Enclave, Wavecity, Ghaziabad, UP, India. For the purposes of this context, "TRUWELL" also encompasses its representatives, administrators, employees, directors, officers, agents, and their respective successors and assigns.
d) For the purposes of these Terms of Use (“Terms”), the following definitions apply:
i) The term ‘You’ or “User” refers to any individual or entity accessing or using this Website to avail of services provided or registered on the Website, who is legally competent to enter into binding contracts as defined by the Indian Contract Act, 1872.
ii) The terms ‘We’, ‘Us’, and ‘Our’ refer to the Website and/or the Company, depending on the context.
iii) The terms ‘Party’ and ‘Parties’ refer to the User and the Company, either individually or collectively, as the context requires.
e) The headings used in these Terms are intended solely for organizational purposes and are provided to facilitate the orderly arrangement of the provisions. They shall not be used by either Party to interpret or construe the provisions of these Terms. It is expressly agreed by both Parties that the headings carry no legal or contractual significance.
f) The use of the Website by the User is governed exclusively by these Terms and the Privacy Policy (“Policy”) available on the Website, including any updates or changes made by the Company at its sole discretion. By visiting the Website’s home page and/or using any of the services offered on the Website, the User acknowledges and agrees to these Terms and the Policy. The User’s continued use of the Website constitutes their unequivocal acceptance and agreement to be bound by them. The User understands and agrees that the Terms and the Policy are interconnected, and the expiration or termination of either will result in the termination of the other, except as specified in Clause 4.
g) The User explicitly agrees that these Terms and the aforementioned Policy form a legally binding agreement between the User and the Company. The User will be subject to all rules, guidelines, policies, terms, and conditions related to any services provided on the Website, which are considered incorporated into and integral to these Terms. The User acknowledges and agrees that no additional signature or formal act is needed to make these Terms and the Policy enforceable. By accessing any part of the Website, the User provides their complete and irrevocable acceptance of these Terms and the Policy.
h) The Company reserves the exclusive right to amend or modify these Terms at its discretion, without prior notice to the User. The User acknowledges and agrees that any such changes will take effect immediately upon their posting. It is the User's responsibility to periodically review the Terms to stay informed of any updates. Continued use of the Website following any modifications will be deemed as acceptance of the revised Terms. Subject to the User's compliance with these Terms, they are granted a personal, non-exclusive, non-transferable, revocable, and limited right to access and use the Website.
2. OUR SERVICES
Truwell is an online e-commerce platform specializing in ayurvedic and herbal products aimed at enhancing health and wellness. Our website offers a diverse range of high-quality ayurvedic and herbal products, including juices, health tonics, syrups, oils, gels, powders, and cosmetics. With over 50 products addressing various health needs such as Heart Care, Diabetic Care, General Wellness, Critical Care, Men’s Health, Women’s Health, Child Care, Immunity Support, Oral Care, Hair Care, Personal Care, and more, all under the “TRUWELL” brand, we are dedicated to improving well-being through natural solutions.
Truwell takes pride in marketing and promoting our site through various effective channels. As a B2C company, we cater to individuals seeking high-quality, sustainable products and strive to continually enhance user satisfaction. Our website provides a convenient online platform where you can purchase our ayurvedic and herbal products at listed prices, anytime and from anywhere.
3. ELIGIBILITY
The User affirms and warrants that they are legally competent and eligible to enter into binding agreements, and that they have the necessary authority to adhere to these Terms, as per the Indian Contract Act, 1872. If the User is not competent to contract under the Indian Contract Act, 1872, or is disqualified from doing so by any other applicable laws, rules, or regulations, they must refrain from using this Website.
4. TERM
These Terms will remain valid and binding between the Parties until: a) The User continues to use the Website; or b) Any transaction between the Parties is completed to their satisfaction; or c) You acknowledge that www.truwell.in does not control transactions on the Website. Thus, the purchase of products is a direct contract between you and Truwell on www.truwell.in; whichever period is longer. Some sections of these Terms, specifically Sections 13, 14, 16, and 18, will remain effective even after these Terms end.
5. TERMINATION
The Company can, at its sole discretion, end the User’s access to the Website’s products and services, or any part of them, at any time, without giving notice or a reason. The User will still be bound by these Terms, and it is agreed that the User cannot end these Terms before their expiration, as mentioned in Section 3.
6. FACILITIES TO BE RENDERED BY THE WEBSITE
i. Truwell is a platform where customers can access information about Ayurvedic and Herbal Products. This includes products such as Juice, Health Tonics, Syrups, Oils, Gels, Powders, and Cosmetics, with over 50 items addressing various health concerns like Heart Care, Diabetic Care, General Wellness, Critical Care, Men’s Care, Women’s Care, Child Care, Immunity Support, Oral Care, Hair Care and Personal Care, along with assistance from the Company.
ii. The User's account on the Website can be accessed by logging in with their third-party website user ID and password, including those from www.facebook.com, Yahoo Inc. or its subsidiaries, Google Inc. or its subsidiaries, Twitter, or any other permitted social media or Internet service. These login details are collectively referred to as “Account Information.”
iii. Truwell offers natural Ayurvedic and Herbal products to Users. The color of the products may vary due to seasonal changes. All packaging for these products is BPA-free. Although Truwell does not guarantee the specifics such as quality, value, or salability of the products or services offered on the Website, they are committed to providing natural products.
iv. By using this Website and providing contact information through it, the User consents to receiving calls, auto-dialed or pre-recorded messages, emails, and SMS from the Company and/or its affiliates or partners at any time, in accordance with the Policy. If the User wishes to stop receiving such marketing or promotional communications, they may email truwellcare@gmail.com. The User acknowledges that it may take up to seven (7) business days for the Company to process such requests.
The User agrees that, despite the above, they may still be contacted by the Company or its affiliates/partners regarding any services availed of through the Website. Any information shared by the User with the Company will be governed by the Policy.
7. CHARGES & PAYMENT
a) Payments for the Services/Goods offered by Truwell shall be made through the payment gateway CC Avenue, Net Banking, Credit Card, Debit Card, UPI, and other wallets.
b) Truwell does not guarantee the accuracy or timeliness of refunds reaching the User’s card or bank accounts.
c) GST on all the above components will be charged separately.
d) Truwell reserves the right to hold or reclaim payments in cases of abuse, fraud, or violation of the agreement.
The Company also reserves the right to amend this fee policy for any or all services offered or sold. In such cases, the User will be notified of the changes when they attempt to access the Website. The User will have the option to decline the services if they do not agree with the changes. Any amendments will take effect immediately upon notification to the User, unless otherwise specified.
8. TERMS, CONDITIONS AND DUTIES OF THE USER
a. The User must provide accurate and complete information on the Website. If any details are found to be false, Truwell reserves the right to reject the registration and block the User from accessing the Services without prior notice.
b. The User agrees to follow all notices or instructions from Truwell to use the Services effectively.
c. The User should carefully choose the right product and review the product description before making a purchase. Orders placed are a firm commitment to buy, and the User must complete the transaction as per the conditions of sale specified in the product description.
d. Users can track their orders once they are shipped by clicking the tracking link in the email sent after placing the order or by logging into their account on Truwell and checking the ‘My Account’ section.
e. The User is responsible for all applicable taxes and any costs incurred while using the Website’s services.
f. The User must promptly pay for the goods purchased as they become due.
g. The User agrees not to make bulk purchases for resale or illegal activities. Truwell reserves the right to cancel current and future orders and block the User’s account in such cases.
h. If a product is listed with incorrect pricing or information due to errors, Truwell has the right to refuse or cancel any orders for those products.
i. The User agrees to indemnify and hold the Company harmless for any loss or damage resulting from their failure to comply with applicable laws or regulations and from breaches of the warranties and representations.
j. The User must always protect and promote the interests of the Company and ensure no harm to third parties due to their actions or omissions.
k. The User must not cut, copy, distribute, modify, reverse engineer, or create derivative works from any information or software obtained from the Website without prior written permission from the Company. Unauthorized reproduction, copying, or modification of Website content is prohibited.
l. The User is responsible for maintaining the confidentiality of their account and password to prevent unauthorized access.
m. The User is responsible for all activities under their account.
n. The User agrees to use their account only for personal use.
o. The User agrees not to:
i. Abuse, harass, threaten, defame, or violate the legal rights of others.
ii. Disrupt or interfere with access to the Website or its services.
iii. Impersonate any person or entity or misrepresent their affiliation.
iv. Post or disseminate harmful, defamatory, obscene, or illegal content.
v. Upload files that infringe on copyrights or contain viruses.
vi. Download files that cannot be legally distributed.
vii. Probe, scan, or test the Website’s vulnerability, or breach its security.
viii. Disrupt or harm the Website, its systems, or networks.
ix. Collect or store data about other Users.
x. Use the Website for unlawful purposes or solicit illegal activities.
xi. Violate any applicable laws or regulations.
xii. Violate any Terms or Policy of the Website.
xiii. Threaten national security, public order, or insult any nation.
xiv. Publish false or misleading information.
xv. Offer or trade items that are prohibited or restricted by law.
xvi. Disrupt the services of the Company or its internet service provider.
xvii. Solicit other Users to buy or sell products not listed on the Website.
xviii. Use information from the Website to harass or harm others.
The User authorizes the Company to disclose any information related to them to law enforcement or government officials as necessary. The Company may also be required to disclose information to comply with legal requests.
The Company is not obligated to monitor content but reserves the right to remove or edit content that violates laws or these Terms. The User remains responsible for content they post and must ensure it does not infringe on others' rights or contain unlawful material. The User is fully responsible for any consequences resulting from posting such material.
9. PRODUCT LISTING AND DELIVERY
a. The Company will list items, products, or goods for sale on the Website following its policies.
b. The Company is authorized to sell the listed items and holds all necessary licenses and permits.
c. All listed items must be in stock to ensure successful order fulfilment.
d. To provide the best experience, Truwell aims to ship all items from an order together. However, some products might be shipped separately if they become available at different times. Truwell will notify the User of each shipment and provide tracking information.
e. The Company will provide an estimated shipment/delivery time for each product. However, it is not liable for delays or non-delivery caused by events beyond its control, such as natural disasters or other force majeure events.
f. The Company must accurately describe the condition of each item and avoid misleading information.
g. Products will be delivered through the Company’s logistics partner.
h. Users should follow these product usage guidelines:
• Shake well before use
• Store in a cool, dry place
• Refrigerate after opening
• Consume within one month after opening
i. Individuals aged 5 and older in India are eligible to purchase from Truwell. Buyers outside India can browse the website, but deliveries will only be made within India.
j. Truwell grants a limited license to access and use the website for personal use only. Downloading, modifying, or redistributing content is not allowed without express written consent.
10. RETURN, CANCELLATION, AND REFUND POLICY
Return Policy:
Users can return or replace products within 15 days of delivery. Returns will be processed within 3 working days. Damaged or torn products will not be accepted. Fraudulent or questionable returns will be refused. Complaints can be sent to customer support or to email truwellcare@gmail.com.
Cancellation Policy:
Users can cancel orders by logging into their account on Truwell, selecting “My Account,” and clicking the “Cancel” button next to the relevant order.
Refund Policy:
Refunds are processed for unused products in original packaging and with the invoice. Refunds are initiated after the product is received and inspected and will take 5 to 7 business days to reflect in the User’s account.
11. SUSPENSION OF USER ACCESS AND ACTIVITY
The Company may, at its discretion, suspend or terminate a User’s access or membership, or refuse service, without notice, for: a. Breaching these Terms or policies b. Providing false or incomplete information c. Actions causing harm to other Users or the Company d. Copying or duplicating content from the Website
12. INDEMNITY AND LIMITATIONS
The User agrees to indemnify and hold harmless the Company, its directors, affiliates, employees, and agents from any claims, damages, or expenses arising from their actions or inactions. The Company is not liable for any special, incidental, or consequential damages, including loss of use or data.
13. INTELLECTUAL PROPERTY RIGHTS
Users cannot use the Website’s trademarks, logos, or other intellectual property without written permission. All intellectual property on the Website belongs to the Company. The Company does not own the intellectual property rights of products listed on the Website. Any unauthorized use of intellectual property will result in legal action.
14. DISCLAIMER OF WARRANTIES AND LIABILITIES
a. Products and services on the Website are provided “as is” without any warranties.
b. The Company does not guarantee the accuracy or completeness of information on the Website.
c. Forward-looking statements on the Website involve risks and actual results may differ.
d. The Company does not guarantee uninterrupted or error-free Website functions and accepts no responsibility for any associated risks.
15. SUBMISSIONS
Any feedback or content submitted by the User to the Company is granted a royalty-free, perpetual, irrevocable, non-exclusive license for use, publication, and distribution. The User warrants that they own the rights to the content and agrees to indemnify the Company against any claims related to the content.
16. DISPUTE RESOLUTION AND JURISDICTION
Disputes will be resolved through a two-step process: a. Mediation: Parties will attempt to resolve disputes amicably within 30 days. b. Arbitration: If unresolved, disputes will be referred to arbitration under the Arbitration and Conciliation Act, 1996, in Ghaziabad, Uttar Pradesh, India.
The Agreement will be governed by Indian law, and disputes will be subject to the jurisdiction of the competent Courts in Ghaziabad.
17. NOTICES
All communications regarding disputes or grievances should be sent in writing to the Company’s registered office by registered or speed post.
18. MISCELLANEOUS PROVISIONS
a. Entire Agreement: These Terms and the Policy form the complete agreement between the User and the Company, superseding all other agreements.
b. Waiver: Failure to enforce any provision does not waive the right to enforce it in the future.
c. Severability: If any provision is invalid, the remaining provisions will remain valid and enforceable. The Terms will be adjusted to maintain the original intent.