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TERMS AND CONDITIONS

These terms and conditions ("Terms") govern the use of services made available on or through www.Rituals24.com and/or our mobile application (collectively, the "Platform", and together with the services made available on or through the Platform, the "Services"). The content of the pages of this website is subject to change without notice. These Terms also include our Privacy Policy and any guidelines, additional or supplemental terms, policies, and disclaimers made available or issued by us from time to time ("Supplemental Terms"). The Privacy Policy and Supplemental Terms form an integral part of these Terms.

These Terms constitute a binding and enforceable legal contract between Spiritufy India Private Limited ("Company", "we", "us", or "our") and you, a user of the Services ("you" or "Customer"). By using the Services, you represent and warrant that you have full legal capacity and authority to agree to and be bound by these Terms. By using the Services, you agree that you have read, understood, and are bound by these Terms, as amended from time to time, and that you will comply with the requirements listed herein. If you do not agree to these Terms, please do not use the Services.

1. SERVICES

  • (a) The Services include the provision of a digital Platform that connects devotees/customers ("Customers") with verified priests and pandits ("Service Providers" or "Pandits") who perform pooja and ritual services. The Platform facilitates booking, pandit matching, pooja kit purchase, idols purchase, item related to worship, communication, payments, and service tracking.
  • (b) Pandits may offer services in the following modes: (i) Offline home visit, where the Pandit visits the Customer's residence; (ii) Offline temple visit; (iii) Online video-guided pooja conducted via live video call; and (iv) Virtual/remote pooja, where the Pandit performs the ritual remotely and the Customer participates digitally.
  • (c) The services rendered by Pandits are referred to as "Pandit Services". The term "Services" does not include the Pandit Services themselves. We do not provide Pandit Services and are not responsible for their provision. Pandits are independent service providers and are not our employees, agents, contractors, or partners.
  • (d) The Platform is for your personal and non-commercial use only, unless otherwise agreed in writing. The Platform is intended for use within India. If you access the Services from outside India, you do so at your own risk and remain responsible for compliance with local laws.
  • (e) A key part of the Services is our ability to send you notifications — including push notifications, text messages, or emails — in connection with your bookings, service updates, festival reminders, and promotional communications. You may opt out of promotional communications through the in-Platform settings, though this may limit certain features of the Services.

2. ACCOUNT CREATION

  • (a) You warrant that all information furnished in connection with your Account is and shall remain accurate and true. You agree to promptly update your details in the event of any change.
  • (b) You are solely responsible for maintaining the security and confidentiality of your Account credentials, and agree to immediately notify us of any unauthorized use of your Account.
  • (c) You are liable and accountable for all activities that take place through your Account, including activities performed by persons other than you. We shall not be liable for any loss arising from unauthorized access to your Account.
  • (d) You agree to receive communications from us regarding (i) booking confirmations and updates, (ii) payment receipts and requests, (iii) information about us and the Services, and (iv) promotional offers from us and our third-party partners.

3. BOOKING OF PANDIT SERVICES

  • (a) Customers may book Pandit Services by selecting a pooja type, choosing a service mode (home visit, temple visit, online video, or virtual participation), selecting a date and time, choosing a Pandit manually or via auto-matching, and completing payment.
  • (b) Upon confirmation of a booking, you will receive a booking confirmation along with the details of the assigned Pandit. We reserve the right to reassign a Pandit in exceptional circumstances, including Pandit unavailability or verified complaints.
  • (c) For offline service modes, the Pandit's arrival shall be verified through an OTP mechanism. The service shall be deemed commenced only upon successful OTP verification. You agree to make the service location accessible and safe for the Pandit.
  • (d) For online and virtual participation modes, you agree to ensure stable internet connectivity and to join the scheduled session on time. We are not responsible for service quality issues arising from your connectivity or device limitations.
  • (e) Service completion shall be confirmed by the Pandit marking the booking as complete on the Platform. You will thereafter be prompted to provide a rating and review of the Pandit's services.
  • (f) Bookings may be made as instant bookings or scheduled in advance. We do not guarantee the availability of specific Pandits for any given date, time, or location.

4. POOJA KITS AND STORE

  • (a) The Platform offers an integrated Pooja Store where you may purchase pooja kits and individual ritual items including agarbatti, diyas, idols, holy water, incense, festival-specific kits, and more ("Products").
  • (b) While booking a Pandit Service, you may optionally choose to include a pooja kit. If selected, the kit shall be arranged and delivered to your specified address prior to the service date. Delivery timelines are estimates and we do not guarantee exact delivery dates.
  • (c) In certain cases, the Pandit may carry the pooja kit directly to the service location. Kit delivery details, including courier name and AWB tracking number, will be shared with you on the Platform.
  • (d) All Products listed on the Platform are subject to availability. Prices are inclusive of applicable taxes unless otherwise stated. We reserve the right to modify product listings, prices, and availability without prior notice.
  • (e) Orders from the Pooja Store are subject to separate order terms including delivery, cancellation, and return policies as displayed on the relevant product page. You may cancel an order prior to dispatch. Once dispatched, cancellations are subject to our return and refund policy.
  • (f) Only verified purchasers may post reviews and ratings for Products. We reserve the right to remove reviews that are found to be fraudulent, abusive, or in violation of these Terms.

5. PAYMENTS

  • (a) All payments on the Platform are processed through our authorized payment gateway partner. You may pay using UPI, debit/credit cards, net banking, or wallet balance. Cash on delivery (COD) may be available for certain Pooja Store orders.
  • (b) You authorize us to charge the applicable service fees, kit charges, delivery charges, and taxes to your chosen payment method at the time of booking or purchase.
  • (c) You may, at your discretion, leave a tip for the Pandit upon completion of the service. Tips are non-refundable and are transferred to the Pandit in full.
  • (d) In the event of a payment failure, the booking shall not be confirmed. We are not responsible for any failed transactions arising from issues with your bank, payment instrument, or network.
  • (e) Split payments (partial wallet balance + card or UPI) may be available for eligible orders. Wallet credits may be offered as promotional credits and may be subject to separate usage terms and expiry conditions.
  • (f) All amounts are quoted in Indian Rupees (INR) and are inclusive of applicable Goods and Services Tax (GST) unless otherwise stated. Invoices and receipts will be made available for download within your Account.

6. CANCELLATIONS AND REFUNDS

  • (a) You may cancel a confirmed booking subject to our cancellation policy. Cancellations made within a specified time window prior to the scheduled service time may be eligible for a full or partial refund. Cancellation charges may apply based on the notice period.
  • (b) If a Pandit cancels a booking or fails to show up, you will be entitled to a full refund or the option to reschedule with another Pandit at no additional charge.
  • (c) Refunds, where applicable, shall be processed to your original payment method within 5–7 business days, subject to your bank's processing timelines.
  • (d) For Pooja Store orders, refunds may be requested for damaged, defective, or incorrectly delivered items within 48 hours of delivery by contacting our support team with photographic evidence.
  • (e) We reserve the right to refuse refunds in cases of misuse, fraud, or where the service has been substantially rendered.

7. PANDIT VERIFICATION AND KNOW YOUR PANDIT

  • (a) All Pandits on the Platform are required to undergo a verification process that includes submission of government-issued identity proof, address proof, photograph, video introduction, relevant certifications, and character certificate. Pandits are approved to offer Services only upon successful completion of this process.
  • (b) Verified Pandit profiles are made available to Customers through the "Know Your Pandit" section of the Platform. Profile information includes the Pandit's name, photo, language spoken, years of experience, specializations, expertise level, completed poojas, ratings, reviews, availability calendar, service areas, temple affiliation (if any), and verification badge.
  • (c) While we take reasonable steps to verify the credentials of Pandits, we do not independently verify the accuracy of all information provided by Pandits, and we make no warranty as to the quality, suitability, safety, or reliability of any Pandit or Pandit Service.
  • (d) Real-time selfie verification badges may be displayed on Pandit profiles to indicate identity checks performed at the time of service. This is an additional safety measure and does not constitute our endorsement or guarantee of the Pandit's performance.

8. LOCATION TRACKING AND ANTI-FRAUD MONITORING

  • (a) For offline bookings, the Platform tracks the Pandit's live GPS location from the time of job acceptance until job completion. Location data is stored with timestamps, coordinates, job ID, and Customer ID for quality assurance, dispute resolution, and safety purposes.
  • (b) To protect the integrity of the Platform and prevent off-platform solicitation, the system may monitor Pandit location data following job completion. If a Pandit re-enters a geo-fenced radius around a Customer's service location without an active booking on the Platform, such activity may be flagged as suspicious.
  • (c) Pandits who are found to be soliciting or accepting bookings directly from Customers — outside the Platform — may be suspended or permanently removed from the Platform. Customers who knowingly engage in or facilitate such off-platform transactions do so at their own risk and may also be subject to account suspension.
  • (d) By using the Platform, both Customers and Pandits consent to the location monitoring described in this section to the extent permitted under applicable law.

9. COMMUNICATION

  • (a) The Platform facilitates secure in-app communication between Customers and Pandits, including chat, voice notes, document sharing, and video calls. All communication must take place through the Platform's built-in channels.
  • (b) For the protection of both parties, Pandit phone numbers are not disclosed to Customers. All calls made through the Platform are routed via a secure VOIP system, and calls may be recorded for quality assurance and security purposes.
  • (c) You agree not to use the communication features on the Platform for any unlawful, abusive, threatening, or fraudulent purpose. We reserve the right to review, retain, and disclose communication records where required by law or for the resolution of disputes.
  • (d) Real-time translation assistance may be available in-app to facilitate communication between Customers and Pandits speaking different languages.

10. USER CONDUCT

  • (a) You agree to use the Platform and Services only for lawful purposes and in a manner consistent with all applicable laws and regulations.
  • (b) You shall not: (i) post or transmit any false, misleading, defamatory, or harmful content; (ii) impersonate any person or entity; (iii) engage in any conduct that may harm or harass any Pandit, Customer, or staff of the Company; (iv) attempt to reverse-engineer, hack, or disrupt the functioning of the Platform; or (v) use the Platform for any commercial solicitation or unauthorized advertising.
  • (c) You agree to treat Pandits with dignity and respect during the provision of Services. Any harassment, abuse, or inappropriate conduct towards a Pandit may result in immediate suspension of your Account.
  • (d) You acknowledge that ratings and reviews submitted by you must be honest and based on your genuine experience. Fraudulent or malicious reviews may be removed, and your Account may be suspended.

11. CONSENT TO USE DATA

  • (a) You agree that we may, in accordance with our Privacy Policy, collect and use your personal data. Our Privacy Policy explains the categories of personal data we collect and the manner in which it is processed.
  • (b) You consent to us sharing your information with our affiliates and third-party service providers for the purposes of providing the Services, processing payments, logistics tracking, analytics, and improving the Platform.
  • (c) Subject to applicable law, we may be directed by law enforcement agencies or courts to disclose data relating to you. You agree that we shall have the right to comply with such lawful directions.
  • (d) We may use anonymised and aggregated data for platform improvement, statistical analysis, and the development of new features.

12. INTELLECTUAL PROPERTY

  • (a) All content on the Platform, including text, graphics, logos, icons, images, audio clips, digital downloads, and software, is the exclusive property of the Company or its licensors and is protected by applicable intellectual property laws.
  • (b) You are granted a limited, non-exclusive, non-transferable, revocable licence to access and use the Platform for personal, non-commercial purposes. You may not reproduce, distribute, modify, or create derivative works from any content on the Platform without our express written consent.
  • (c) Any feedback, suggestions, or ideas you share with us regarding the Platform may be used by us freely and without any obligation to you.

13. DISCLAIMER OF WARRANTIES

  • (a) The Platform and Services are provided on an "as is" and "as available" basis without warranties of any kind, whether express or implied, including but not limited to warranties of merchantability, fitness for a particular purpose, or non-infringement.
  • (b) We do not warrant that: (i) the Platform will be uninterrupted, error-free, or secure; (ii) any defects will be corrected; or (iii) the Platform or its servers are free of viruses or other harmful components.
  • (c) We make no warranty regarding the quality, accuracy, completeness, or suitability of Pandit Services. The Company is a technology platform and does not supervise the religious or ritual correctness of services performed by Pandits.

14. LIMITATION OF LIABILITY

  • (a) To the maximum extent permitted by applicable law, the Company and its officers, directors, employees, and agents shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profits, data, goodwill, or other intangible losses, arising from your use of the Platform or Services.
  • (b) Our total liability in any matter arising out of or related to these Terms shall not exceed the amount paid by you for the specific Service giving rise to the claim in the 30 days preceding the date of the claim.
  • (c) The limitations of liability in this section apply regardless of the theory of liability (contract, tort, strict liability, or otherwise) and even if we have been advised of the possibility of such damages.

15. INDEMNIFICATION

  • You agree to indemnify, defend, and hold harmless the Company and its affiliates, officers, directors, employees, agents, and service providers from and against any claims, liabilities, damages, losses, costs, and expenses (including reasonable legal fees) arising out of or in connection with: (i) your use of the Platform or Services; (ii) your breach of these Terms; (iii) your violation of any applicable law or regulation; (iv) any content or information you submit or transmit through the Platform; or (v) any dispute between you and a Pandit or other third party.

16. TERMINATION

  • (a) We reserve the right, at our sole discretion, to suspend or terminate your Account and access to the Services, with or without notice, for any reason including breach of these Terms, fraudulent activity, or extended inactivity.
  • (b) You may terminate your Account at any time by contacting our support team. Termination shall not affect any outstanding payment obligations, booked services, or pending orders.
  • (c) Upon termination, your right to use the Platform ceases immediately. Provisions of these Terms that by their nature should survive termination shall survive, including but not limited to intellectual property, disclaimer of warranties, limitation of liability, and governing law.

17. GOVERNING LAW AND DISPUTE RESOLUTION

  • (a) These Terms and any disputes arising out of or in connection with them shall be governed by and construed in accordance with the laws of India, without regard to its conflict of law provisions.

18. AMENDMENTS

  • (a) We reserve the right to update or modify these Terms at any time. Changes will be notified to you through the Platform or via email. Your continued use of the Services after such notification constitutes your acceptance of the revised Terms.
  • (b) We encourage you to periodically review these Terms to stay informed of any updates.

19. GRIEVANCE OFFICER

If you have any complaints, concerns, or queries regarding these Terms or the Services, you may reach out to our Grievance Officer at:

Designation: Grievance Officer

Email: grievanceofficer@rituals24.com

Address: UTC UNIT-1103, TOWER-B, B-35 SECTOR-132, NOIDA, G.B. NAGAR, U.P. - 201301.