ONDC Retail B2C · Static terms
Static terms for orders, payments, cancellations, returns, refunds, grievances, reconciliation, settlement and payouts.
These terms are published by Zero Margin Food Systems Foundation, a Section 8 not-for-profit company and Buyer Network Participant applicant. They describe our baseline buyer-facing and network-participant processes. Transaction-specific terms received from a seller and accepted during checkout form part of the relevant order.
A buyer’s order is created only after the relevant Seller Network Participant confirms it through the ONDC protocol. Product availability, seller acceptance and the final quote govern the order. The buyer receives the order identifier and confirmed terms.
Item price, taxes, packing, delivery and other seller-supplied charges are presented before confirmation. Zero Margin Food Systems Foundation currently sets its buyer-app finder fee at 0%. Payment collection mode, settlement basis and settlement window are recorded in the transaction.
Buyer cancellation requests are sent to the seller using the ONDC cancellation flow and a valid reason code. Eligibility and any fee depend on the seller’s disclosed cancellation terms and the order’s fulfillment state. A cancellation is final only after on_cancel confirmation.
Return or replacement eligibility is determined by the seller’s item-level terms and applicable law. Requests identify the affected item, quantity and reason and are exchanged through the applicable ONDC update flow. The buyer is kept informed of acceptance, rejection and fulfillment status.
Approved refunds follow the amount confirmed by the responsible seller and the original payment or agreed refund rail. Processing time can depend on the seller, payment service provider and bank. We will communicate the available refund reference and status and will not deduct an undisclosed buyer-app fee.
Buyers may contact our support channel with the order ID and issue details. We record the complaint, acknowledge it, route network issues using ONDC IGM, share status updates and preserve the issue trail. Unresolved matters may be escalated through the applicable ONDC grievance process and rights under Indian law remain unaffected.
Network-participant receivables, deductions and settlement references are reconciled against confirmed orders and payment terms using the applicable ONDC Reconciliation and Settlement Framework. Variances are recorded, reported to the relevant participant and resolved before closure.
Payout timing, beneficiary details, withholding, settlement phase and transfer method follow the terms agreed in the confirmed transaction and applicable ONDC framework. Sensitive banking data is handled only for the required operational purpose and is not published.
Protocol messages and operational records are retained as needed for order support, compliance, reconciliation and audit. Network observability submissions are automatically anonymised: direct personal and banking details are removed while protocol identifiers, city and PIN code may be retained as required by ONDC.
These pre-production terms may be updated before the buyer app goes live. The version and effective date will be shown here. Questions or complaints can be raised through the published customer support channel.
Contact
Call or WhatsApp +91 99692 95759, Monday–Saturday, 9:00 am–6:00 pm IST.
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