Suffle Online

Operated by Naucera Travel Private Limited

1. Purpose

This Policy governs local delivery and customer store-pickup options offered by eligible Suffle sellers for products that can be fulfilled locally.

It explains serviceability, delivery and pickup configuration, charges, order processing, customer responsibilities, seller responsibilities, cancellation, returns, refunds and dispute handling.

2. Scope

This Policy applies where a seller offers Home Delivery, Local Delivery, Customer Pickup, or a combination of these fulfilment options for an eligible product.

It applies together with the Terms & Conditions, Refund & Cancellation Policy, Payment Information Policy, Custom & Personalised Products Policy, Seller Storefront Terms and other applicable Suffle policies.

3. Company and Contact

Suffle Online is operated by Naucera Travel Private Limited.

Website: www.suffleonline.com

Support / Grievance Email: info@flyshoppy.com

Grievance Officer: Mr. Roopal Jain, Managing Director

Grievance Officer Mobile: 9707669981

Address: 707, N. T. Road, Nalbari-781435 (Assam), India.

4. Seller-Managed Local Fulfilment

Local delivery and store pickup are seller-managed fulfilment options unless Suffle expressly states otherwise.

The seller is responsible for preparing the order, making it available for pickup or arranging local delivery, and providing accurate fulfilment information.

Suffle provides the central marketplace order, payment, fulfilment and status-management system.

5. No Suffle Courier Representation

Unless expressly stated for a particular service, Suffle is not the physical courier or delivery operator for seller-managed local delivery.

Sellers may use their own staff, local delivery personnel or an appropriate courier/service provider.

6. Central Serviceability Engine

Local fulfilment eligibility must be determined through Suffle's central Marketplace Serviceability Engine.

The engine should consider customer location, seller selling area, product-level area rules, seller approval/status, product approval/status and the configured fulfilment option.

Separate duplicate serviceability systems should not be created for local delivery or pickup.

7. Seller Selling Areas

A seller may define where it sells using Country → State → District → Pincode.

For example, a seller may offer all-India service, state-level service, district-level service or selected pincodes.

Product-specific serviceability may further restrict the seller's default selling area.

8. Customer Location

Customers may select or provide a delivery/pickup location using the location functionality supported by Suffle.

Location information should be used only as necessary to determine serviceability, fulfilment and delivery/pickup information.

Customers should provide accurate address and contact information.

9. Home Delivery

Where enabled, Home Delivery allows the seller to deliver the product to the customer's eligible address.

Availability depends on seller serviceability, product configuration and the selected customer location.

The seller is responsible for arranging delivery and updating the relevant order status.

10. Store Pickup

Where enabled, Customer Pickup allows the customer to collect the order from the seller's configured pickup location.

The seller must provide accurate pickup-location information and reasonable pickup instructions.

The order must not be marked collected merely because it is ready for pickup.

11. Pickup Locations

A seller may configure one or more eligible pickup locations where supported by Suffle.

Pickup location details may include name, address, contact information, operating hours, pickup instructions and any applicable restrictions.

Private seller compliance or banking information must not be exposed through pickup details.

12. Pickup Availability

Pickup availability is based on the seller's active configuration, product eligibility, inventory/readiness and the customer order.

A seller may temporarily disable pickup where operationally necessary, subject to applicable orders already accepted.

13. Delivery Availability

Local delivery may be available only within the seller's configured serviceable area.

Non-serviceable products must not be presented as purchasable for a customer location where the system can determine that they cannot be fulfilled.

14. Historical Orders

Changes to a seller's future selling area or fulfilment settings must not alter the historical facts of completed or existing orders.

Historical orders should retain the serviceability and fulfilment information applicable when the order was placed.

15. Delivery Charges

Sellers may configure local delivery charges using the marketplace's supported pricing options.

Charges may be inclusive/free, fixed, weight-based, quantity-based, zone/pincode-based, free above an amount or based on seller-defined slabs where supported.

Applicable mandatory delivery charges should be shown before payment.

16. Pickup Charges

Where store pickup is offered, the seller may configure pickup as free or subject to an applicable disclosed charge where the platform permits such a charge.

No undisclosed mandatory pickup charge should be added after payment.

17. No Duplicate Shipping Calculation

Local delivery charges should use the central shipping/fulfilment configuration and calculation architecture.

A separate local-delivery pricing engine should not duplicate the marketplace's shipping logic.

18. Order Confirmation

Seller acceptance, preparation of an order, delivery scheduling or pickup arrangement does not itself confirm a payment-dependent order.

An order requiring payment is confirmed only after payment is completed and server-side verified.

19. Payment Pending

Before verified payment, the order must remain Payment Pending or another unconfirmed state.

A failed, cancelled, expired or unverified payment must not trigger confirmed-order fulfilment.

20. Delivery Preparation

After verified payment and order confirmation, the seller may prepare the order according to the product's processing time and fulfilment option.

Custom or personalised products may require additional preparation time as stated in the applicable product terms.

21. Local Delivery Process

A typical seller-managed local delivery flow may be: Order Confirmed → Preparing → Ready for Dispatch → Out for Delivery → Delivered, with additional exception states where necessary.

Statuses must reflect actual fulfilment events and must not be fabricated.

22. Pickup Process

A typical pickup flow may be: Order Confirmed → Preparing → Ready for Pickup → Collected.

Collection should be recorded only after the seller actually hands the order to the customer or an authorised pickup person.

Where identity or order verification is required, the seller may request reasonable confirmation before release.

23. Pickup Verification

Sellers may verify the order number, pickup code, customer identity or another supported confirmation method before releasing an order.

Sensitive authentication information should not be unnecessarily collected or retained.

24. Authorised Pickup Person

Where the seller permits collection by another person, the customer may be required to provide the required authorisation or details.

The seller may refuse release where there is a reasonable security or identity concern.

25. Delivery Handover

The seller should use reasonable procedures to confirm delivery to the intended customer or authorised recipient.

Where Suffle supports proof of delivery, the relevant record may be retained according to applicable retention requirements.

26. Failed Delivery

If local delivery cannot be completed because of an incorrect address, customer unavailability, refusal, access restrictions, unsafe conditions or another issue, the seller may update the order with the applicable exception status.

Any re-delivery charge or other consequence should be governed by the product/seller terms disclosed to the customer and applicable law.

27. Failed Pickup

If a customer does not collect an order within the seller's stated pickup period, the seller may mark the order as a pickup exception and follow the applicable cancellation, return or refund process.

Any applicable storage or re-delivery consequences should be disclosed before or at the time of purchase where relevant.

28. Delivery and Pickup Time Estimates

Any processing, delivery or pickup time shown by Suffle should be based on actual seller configuration or available operational information.

Suffle must not fabricate delivery dates or claim guaranteed delivery where no such guarantee exists.

29. Seller Responsibilities

Sellers are responsible for accurate inventory, product readiness, packaging, delivery/pickup instructions, customer communication, fulfilment status updates and handling eligible delivery issues.

Sellers must comply with applicable product, consumer, safety, tax and other legal requirements.

30. Customer Responsibilities

Customers should provide accurate address, pincode, phone number and other information needed for fulfilment.

Customers should be available during the applicable delivery window or collect the order within the stated pickup period.

Customers should inspect products reasonably at delivery or pickup where appropriate.

31. Packaging and Product Condition

Sellers are responsible for packaging products appropriately for the selected local fulfilment method.

Perishable, fragile, temperature-sensitive or otherwise special products may require additional handling requirements specified by the seller.

32. Custom and Personalised Products

Custom and personalised products may be eligible for local delivery and/or store pickup where the seller has configured those options.

Production may begin only after the applicable customisation and payment requirements are satisfied.

Cancellation and return restrictions may apply to customised products as described in the Custom & Personalised Products Policy and Refund & Cancellation Policy.

33. Perishable and Time-Sensitive Products

For perishable or time-sensitive products, delivery/pickup windows may be narrower and cancellation or return options may be limited, subject to applicable law and disclosed product terms.

Sellers must provide material handling or timing information where required.

34. Cancellation

Cancellation eligibility depends on order status, product type, seller terms and applicable law.

An order that has already been prepared, dispatched, delivered or collected may have different cancellation treatment.

Customised products may have restricted cancellation after production begins, subject to applicable rights.

35. Returns and Replacement

Returns and replacement are governed by the applicable product and seller return terms and Suffle's Refund & Cancellation Policy.

Wrong, damaged, defective or materially non-conforming products may qualify for an applicable remedy even where ordinary change-of-mind returns are restricted.

36. Refunds

Eligible refunds are processed through Suffle's central payment/refund system.

A refund must not be represented as completed until the relevant payment/refund state is verified.

Refund timing may depend on the payment provider and applicable circumstances.

37. Delivery Disputes

Customers should report delivery failures, damage, wrong products or other fulfilment issues through Suffle's order support process as soon as reasonably possible.

Relevant order records, delivery evidence, photographs, communications and seller information may be reviewed.

38. Pickup Disputes

Customers should report pickup problems, missing orders, incorrect products or collection disputes through the order support process.

Pickup records, order confirmation and relevant seller/customer communications may be considered.

39. Seller-Provided Delivery Personnel

Where a seller uses its own staff or local delivery personnel, the seller remains responsible for coordinating fulfilment and communicating material delivery issues to the customer.

Suffle does not automatically become the employer or delivery operator of such personnel.

40. Third-Party Local Couriers

A seller may use a third-party local courier where permitted.

Third-party courier availability, conduct, delivery timing and service quality may affect fulfilment.

The seller remains responsible for the seller-side obligations applicable to the marketplace order.

41. No Fabricated Tracking

Suffle must not show fake live location, delivery events, pickup events or courier tracking.

Tracking or fulfilment status should be based on actual seller, courier or system records.

Where live tracking is unavailable, the interface should clearly state that tracking is unavailable or based on the latest recorded update.

42. Customer Notifications

Suffle may send transactional notifications about order confirmation, preparation, delivery, pickup readiness, collection, exceptions, returns and refunds through permitted communication channels.

Notifications are informational and do not override the actual order record.

43. Privacy and Location Data

Customer address, pincode, phone number, location and pickup information should be processed only as necessary for marketplace fulfilment and related legitimate purposes.

Private customer location data must not be exposed to unrelated sellers or customers.

44. Seller Storefront Information

Public seller storefronts may display seller-provided delivery and pickup information where configured.

Public information must not include private KYC, bank, authentication or confidential operational data.

45. Fraud and Abuse

Suffle may restrict orders or fulfilment activity involving suspected fraud, payment abuse, false delivery claims, repeated refund abuse or other marketplace risks.

Sellers and customers must not manipulate delivery/pickup statuses or evidence.

46. Manual / Seller-Assisted Orders

Orders created by sellers for customers who contacted them through WhatsApp, phone, walk-in, social media or other permitted channels must use the same central Order, Payment, Fulfilment and Refund systems.

Manual order creation does not bypass serviceability, payment verification, cancellation, refund or recordkeeping controls.

47. Seller Credit

Where Suffle provides Seller Credit for eligible shipping or fulfilment expenses, that credit is separate from customer payment, product price and seller settlement.

Seller Credit must not be represented as a customer discount or payment method unless expressly configured as such.

48. Centralised Architecture

Local delivery and store pickup must use the central Marketplace Serviceability Engine, Product Engine, Order System, Payment System, Fulfilment/Shipping System, Notification Center, Tracking Engine and Refund System.

No separate duplicate local-delivery order or payment database should be introduced.

49. Relationship with Other Policies

This Policy should be read with the Terms & Conditions, Privacy Policy, Payment Information Policy, Refund & Cancellation Policy, Custom & Personalised Products Policy, Seller Storefront Terms, Document Policy, AI Tracking / Automated Processing Notice and Grievance Redressal Policy.

50. Policy Changes

Suffle may update this Policy as marketplace functionality, seller fulfilment options, shipping rules, legal requirements or operational processes change.

51. Legal and Implementation Note

This Policy describes Suffle's intended framework for seller-managed local delivery and customer store pickup. Actual delivery areas, charges, time estimates, pickup locations, product eligibility and remedies must match the live system and applicable Indian law.

This Policy should be reviewed by qualified Indian e-commerce and consumer-law counsel before publication and after material regulatory or product changes.

Critical Local Delivery & Store Pickup Rules

·       Local delivery and store pickup are seller-managed fulfilment options unless Suffle expressly states otherwise.

·       All serviceability decisions must use the central Marketplace Serviceability Engine.

·       Seller areas are configurable by Country → State → District → Pincode, with product-level restrictions where applicable.

·       Non-serviceable products must not be shown as purchasable for the relevant customer location.

·       Delivery/pickup charges must be disclosed before payment; no undisclosed mandatory charge should be added later.

·       Seller approval, delivery scheduling or pickup arrangement is not order confirmation; payment-dependent orders require successful server-side payment verification.

·       Pickup is complete only when the order is actually handed over to the customer or authorised pickup person.

·       Suffle must not fabricate live tracking, delivery events, pickup events or delivery guarantees.

·       Historical orders must retain their original serviceability and fulfilment facts even if seller settings later change.

·       Local delivery and pickup must use the same central Product, Order, Payment, Fulfilment, Tracking and Refund systems.

Support / Grievance Contact

Email: info@flyshoppy.com

Grievance Officer: Mr. Roopal Jain, Managing Director

Mobile: 9707669981

Website: www.suffleonline.com

Address: 707, N. T. Road, Nalbari-781435 (Assam), India.