Terms & Conditions

1. Introduction

These Terms & Conditions (“Terms“) form a legally binding agreement between you (“User“, “Buyer“, or “Vendor“) and Trionova Ventures Pvt Ltd (“Trionova“, “we“, “us” or “our“), a company incorporated in India under the Companies Act, 2013.

These Terms are published in accordance with Rule 3(1)(a) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 (“IT Rules 2021“) and Section 5 of the Consumer Protection (E-Commerce) Rules, 2020. This is an electronic record and does not require any physical or digital signature.

By clicking “I Agree”, registering, or otherwise using the Platform, you acknowledge that you have read, understood and agreed to these Terms, the Privacy Policy, the Return Policy, the Refund Policy, the Shipping Policy, and all other policies referenced herein.

2. Definitions

Platform means the Trionova website, mobile applications, and any related services offered by Trionova Ventures Pvt Ltd.
Buyer means any registered user purchasing products through the Platform.
Vendor / Seller means any registered business or individual listing and selling products on the Platform.
Order means a request placed by a Buyer through the Platform for the purchase of one or more products.
Commission means the fee, currently one percent (1%) of the sale value (excluding GST) per successful transaction, retained by Trionova.
Payment Aggregator (PA) means an RBI-authorised entity engaged by Trionova to facilitate collection and disbursement of funds under the RBI Guidelines on Regulation of Payment Aggregators and Payment Gateways dated 17 March 2020 (as amended).

3. Eligibility

You must be at least eighteen (18) years of age and competent to contract under the Indian Contract Act, 1872 to use the Platform. If you are registering as a Vendor, you additionally represent that you are duly authorised to bind the business entity you claim to represent.

4. Account & Security

You are responsible for maintaining the confidentiality of your login credentials and for all activities conducted under your account. Trionova shall not be liable for any loss arising from unauthorised use of your account. You must immediately notify us at grievance@trionovashop.in upon becoming aware of any unauthorised use.

5. Role of Trionova as an Intermediary

Trionova operates as an “intermediary” under Section 2(1)(w) of the Information Technology Act, 2000 and as a “marketplace e-commerce entity” under Rule 3 of the Consumer Protection (E-Commerce) Rules, 2020. Trionova does not directly sell or own any inventory listed by Vendors on the Platform.

Trionova’s role is limited to (i) providing the technology platform, (ii) collecting payments through an RBI-authorised Payment Aggregator, (iii) retaining commission, and (iv) remitting the balance to Vendors after applicable deductions. Trionova is not the manufacturer, importer, seller, or distributor of any product listed on the Platform.

6. Vendor Terms

Vendors must complete Know-Your-Customer (KYC) verification, including submission of PAN, GSTIN (where applicable), bank account, address proof, and business incorporation documents.
Vendors are solely responsible for the accuracy, completeness, and legality of product listings, pricing, descriptions, images, and stock availability.
Vendors warrant that they possess all necessary licenses, registrations, and permits required to sell the listed products under applicable Indian law (including BIS, FSSAI, Drugs and Cosmetics Act, Legal Metrology Act, etc., as applicable).
Vendors must fulfil orders within the shipping timelines committed and must not sell counterfeit, expired, hazardous, or restricted products.
Vendors bear complete responsibility for after-sales support, warranty, and any defects in the products sold.

7. Buyer Terms

Buyers must provide accurate delivery address, contact number, and payment information.
Buyers must inspect products upon delivery and raise any concerns within the timelines set out in our Return Policy.
Buyers agree not to place fraudulent orders, mis-use Cash on Delivery, or engage in refund abuse.

8. Product Listings

Product listings, including images, descriptions, specifications, and MRP, are provided by Vendors. Trionova makes reasonable efforts to review listings for compliance but does not warrant the accuracy or completeness of any listing. In the event of a discrepancy between the displayed information and the physical product, Buyers may raise a complaint under the Return / Refund Policy.

9. Pricing, Taxes & GST

All prices displayed on the Platform are in Indian Rupees (INR) and are inclusive of applicable Goods and Services Tax (GST) unless expressly stated otherwise. Vendors are responsible for issuing GST-compliant tax invoices to Buyers under the Central Goods and Services Tax Act, 2017 and the applicable State GST Acts. Trionova may collect and deposit Tax Collected at Source (TCS) under Section 52 of the CGST Act, 2017 where applicable.

10. Commission & Settlements

Trionova charges a flat commission of 1% (one percent) of the net sale value (i.e., sale value excluding GST, shipping charges, and any statutory levies) per successful transaction. Commission is deducted at source before disbursement of settlement amounts to Vendors.

Settlement to Vendors shall be initiated on a T+7 working day basis from the date of successful delivery and expiry of the return window, in line with the RBI Guidelines on Nodal / Escrow accounts and Payment Aggregator settlement timelines. Settlement is subject to (i) no active dispute on the order, (ii) valid GSTIN or PAN on file, and (iii) reconciliation with the Payment Aggregator.

11. Payments & RBI Compliance

All online payments made through the Platform are processed by one or more RBI-authorised Payment Aggregators (“PA”) and/or Payment Gateways in accordance with the applicable guidelines issued by the Reserve Bank of India, including the RBI Guidelines on Regulation of Payment Aggregators and Payment Gateways dated 17 March 2020, as amended from time to time.

Buyer funds are processed through the escrow or nodal account maintained by the Payment Aggregator with a scheduled commercial bank. Trionova does not receive or hold customer funds except as permitted under applicable law and the arrangements with the Payment Aggregator.

Trionova does not store payment card numbers, CVV, UPI PINs, internet banking passwords, or any other sensitive payment credentials. Such information is processed and securely stored only by the Payment Aggregator in accordance with applicable RBI regulations, the Payment Card Industry Data Security Standard (PCI-DSS), tokenisation requirements, and other applicable security standards.

Cash on Delivery (“COD”) may be offered for selected products and serviceable locations at Trionova’s sole discretion and may be modified, restricted, or withdrawn without prior notice.

All payments are subject to successful authorisation by the issuing bank, payment network, UPI service provider, wallet provider, or other financial institution. Trionova shall not be liable for payment failures caused by technical issues, banking systems, payment service providers, force majeure events, or circumstances beyond its reasonable control.

12. Payment Disputes & Chargebacks

12.1 Reporting Payment Disputes

If a Buyer believes that a payment has been processed incorrectly, charged multiple times, processed without authorisation, or is otherwise disputed, the Buyer should notify Trionova by emailing grievance@trionovashop.in as soon as reasonably possible and preferably within seven (7) calendar days of the transaction or delivery, whichever is later.

The Buyer may be required to provide:

Order details;
Transaction reference or payment ID;
Bank or payment confirmation;
Screenshots or supporting documents;
Photographs or videos where relevant; and
Any additional information reasonably requested for investigation.

Failure to provide sufficient supporting information may delay or prevent resolution of the dispute.

12.2 Marketplace Review Process

Upon receiving a payment dispute, Trionova may conduct an internal review of the transaction and may communicate with the Buyer, Vendor, Payment Aggregator, logistics partner, or any other relevant party.

During the review, Trionova may examine:

Order records;
Shipment and delivery confirmations;
Proof of delivery;
Payment gateway transaction logs;
Buyer and Vendor communications;
Fraud prevention indicators;
Device, IP, and account activity logs; and
Any other relevant evidence.

Trionova’s review is intended solely for operational dispute management and shall not constitute a judicial or quasi-judicial determination of liability.

12.3 Chargebacks

A “Chargeback” means any reversal, reversal request, payment dispute, retrieval request, or similar claim initiated by a Buyer through a bank, credit card issuer, UPI provider, wallet provider, payment network, or other financial institution.

Where a Chargeback is initiated:

(a) Trionova may immediately suspend settlement of the disputed transaction;

(b) Any pending settlement payable to the Vendor may be withheld until completion of the investigation;

(c) Where settlement has already been made, Trionova may recover, reverse, deduct, or adjust the disputed amount from future Vendor settlements, subject to applicable law;

(d) Trionova may provide transaction records and other relevant information to the Payment Aggregator or financial institution handling the Chargeback.

12.4 Vendor Cooperation

The Vendor shall promptly cooperate with Trionova in responding to any payment dispute or Chargeback and shall provide all requested documents within the time specified by Trionova, including but not limited to:

GST invoice;
Proof of shipment;
Courier tracking records;
Proof of delivery;
Product photographs;
Customer communication records;
Warranty documentation;
KYC documents; and
Any other evidence reasonably requested.

Failure to cooperate or provide the requested documentation within the specified timeline may result in Trionova accepting the Chargeback or recovering the disputed amount from the Vendor.

12.5 Fraudulent or Abusive Chargebacks

Where Trionova reasonably believes that a Chargeback or payment dispute has been initiated fraudulently, maliciously, abusively, or in bad faith, Trionova reserves the right to:

Suspend or permanently terminate the Buyer’s account;
Cancel pending orders;
Restrict future purchases;
Recover losses, Chargeback fees, penalties, and associated costs;
Share relevant information with Payment Aggregators, banks, payment networks, law enforcement agencies, or regulatory authorities where required or permitted by law; and
Initiate appropriate civil or criminal proceedings.

12.6 Vendor Liability

The Vendor shall remain solely responsible for Chargebacks arising from:

Non-delivery;
Delivery of counterfeit, prohibited, defective, or materially misrepresented products;
Fraud;
Breach of applicable law;
Breach of these Terms;
Breach of the Vendor Agreement; or
Any act or omission attributable to the Vendor.

The Vendor shall indemnify Trionova against all losses, Chargeback amounts, penalties, legal costs, administrative expenses, payment gateway fees, and recovery costs arising therefrom.

12.7 Buyer Responsibility

Buyers agree to make reasonable efforts to resolve any payment-related concern through Trionova’s customer support process before initiating a Chargeback, except where immediate action is required under applicable banking regulations or payment network rules.

Repeated or abusive Chargeback requests may result in suspension or permanent termination of the Buyer’s account.

12.8 Payment Network Rules

All payment disputes and Chargebacks shall additionally be governed by the rules, operating procedures, and regulations of the applicable:

Reserve Bank of India (RBI);
National Payments Corporation of India (NPCI);
Payment Aggregator;
Payment Gateway;
Visa;
Mastercard;
RuPay;
American Express;
UPI service providers;
Wallet providers; and
Other applicable payment networks or financial institutions.

Where mandatory payment network rules or statutory requirements conflict with these Terms, such mandatory rules shall prevail to the extent of the inconsistency.

12.9 Final Settlement

Trionova reserves the right to hold, defer, adjust, reverse, recover, or offset any settlement relating to a disputed transaction until the payment dispute or Chargeback has been finally resolved by the relevant financial institution, Payment Aggregator, or competent authority.

Nothing contained in this Clause shall prejudice Trionova’s right to recover any loss or pursue any remedy available under applicable law.

13. Shipping & Delivery

Please refer to the Shipping Policy for detailed information on shipping timelines, serviceable pin-codes, tracking, and delivery.

14. Returns, Refunds & Cancellations

Please refer to our Refund and Returns Policy.

15. Prohibited Conduct

Users shall not:

Post any content that is unlawful, obscene, defamatory, or violates any third-party rights, in contravention of Rule 3(1)(b) of the IT Rules 2021.
Engage in phishing, spoofing, scraping, or unauthorised access to the Platform.
List prohibited goods (narcotics, wildlife, hazardous chemicals, replicas, counterfeit goods, obscene material, weapons, etc.).
Manipulate reviews, ratings, or search rankings.
Attempt to circumvent the Platform to transact off-platform.

16. Intellectual Property

All trademarks, logos, service marks, and content on the Platform, other than Vendor-supplied product content, are the exclusive property of Trionova Ventures Pvt Ltd or its licensors. Unauthorised use is strictly prohibited.

17. Privacy & Data Protection

Your personal data is processed in accordance with our Privacy Policy, the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011, and the Digital Personal Data Protection Act, 2023 (as and when notified).

18. Limitation of Liability

To the maximum extent permitted by law, Trionova’s aggregate liability arising out of or relating to a transaction shall not exceed the amount of Commission actually received by Trionova on such transaction. Trionova shall not be liable for any indirect, incidental, consequential, or punitive damages.

19. Indemnity

You agree to indemnify and hold harmless Trionova, its officers, directors, employees, and agents from any claims, damages, or expenses arising from (i) your breach of these Terms, (ii) violation of applicable law, or (iii) infringement of third-party rights.

20. Suspension & Termination

Trionova reserves the right, at its sole discretion, to suspend, restrict, or terminate any account for violation of these Terms, applicable law, or upon receipt of a valid legal request from a governmental authority.

21. Governing Law & Jurisdiction

These Terms shall be governed by and construed in accordance with the laws of the Republic of India. Subject to the arbitration clause below, the courts at Howrah, West Bengal shall have exclusive jurisdiction.

22. Dispute Resolution & Arbitration

Any dispute, controversy, or claim arising out of or relating to these Terms shall first be attempted to be resolved amicably within thirty (30) days. Failing amicable resolution, the dispute shall be referred to arbitration by a sole arbitrator appointed by Trionova, conducted under the Arbitration and Conciliation Act, 1996. The seat and venue of arbitration shall be Howrah, West Bengal, India. The language shall be English.

23. Grievance Officer

In accordance with Rule 3(2) of the IT Rules 2021 and Rule 5(3) of the Consumer Protection (E-Commerce) Rules, 2020, the Grievance Officer of Trionova is:

Name: Mr. Dipankar Roy, Grievance Officer

Company: Trionova Ventures Private Limited

Email: grievance@trionovashop.in

Phone: +91 8420634313

Address: 37 Dr Abani Dutta Road, Salkia, Howrah, Bamangachi, Bally Jagachha, Howrah – 711106, West Bengal, India.

Response TAT: Acknowledgement within 48 hours; resolution within 15 days

24. Changes to Terms

Trionova may modify these Terms at any time. Material changes shall be notified via email or on-Platform notice at least seven (7) days before the effective date. Continued use of the Platform after the effective date shall constitute acceptance.

25. Contact Us

Trionova Ventures Private Limited · support@trionovashop.in· +91 8420634313