Terms of use
The rules for buying through One India, in plain words.
01Who we are
One India is a buyer app on ONDC, India's open shopping network, made by Just InstaStack Technology Private Limited (Thane, Maharashtra, India). We help you find shops on the network, place orders with them, pay, track and get help. We are a marketplace: we do not own or sell the goods.
02Your account
You sign in with your mobile number and a one-time code. One number, one account. You must be old enough to make a contract under Indian law (18), or use the app with a parent or guardian.
Keep your phone safe: anyone holding it while signed in can order as you. Sign out from Account if you share the phone.
03Buying from a shop
Every shop is an independent seller on ONDC. When you place an order, the contract of sale is between you and that shop. The shop sets its prices (taxes included), describes its goods, decides whether it can take the order, and packs it.
Delivery is by the shop, its delivery partner, or — where it says "We deliver" — a delivery partner we book for you. The shop's name and address are shown on its page and your order; ask us and we will give you any other seller details the law entitles you to.
Product quality, warranty and the facts on a label are the shop's (and the maker's) responsibility. We help you hold them to it through the complaint process below.
04Paying
Online payments are handled by Razorpay; we never see your card or UPI PIN. Where a shop offers it, you can pay cash on delivery. Any payment fee is shown on the bill before you pay.
Under ONDC's Payment Protection Framework we collect your payment and hold the shop's share until your order is delivered and its return window has passed. That is what lets us refund you quickly when something goes wrong.
05Cancelling, returns and refunds
See Refunds & cancellations — it says when you can cancel, how returns work, and how fast money comes back.
06Complaints
See Complaints — how to raise one, who answers, the timelines, and our Grievance Officer.
07Fair use
Don't place orders you don't mean to receive, give false details, misuse refunds or cancellations, copy the app's data in bulk, or abuse shop staff or delivery riders. We may limit or suspend an account that does, and we will tell you why.
08Our responsibility
We run the app with care and fix what breaks. For anything that goes wrong with an order, our liability is limited to what you paid for that order, except where the law does not allow a limit. Nothing here takes away your rights under the Consumer Protection Act, 2019.
09Changes
If we change these terms, we will tell you in the app before the change applies. Using the app afterwards means you accept the new terms.
10Law
Indian law applies. Courts at Thane, Maharashtra have jurisdiction, without limiting your right to go to a consumer commission near you.