Annexure A — Returns, Replacements & Warranty

Annexure A — Returns & Replacements Policy (Updated)

• Eligibility: Returns are accepted only if the item delivered is incorrect compared to the order placed.
• Condition: The item must be unused, unopened, and in its original packaging.
• Notification Window: You must notify us within 48 hours of delivery by raising a ticket in the App, attaching clear photographs of the received item, the packaging, and the invoice.
• Verification: Once verified, we will arrange a replacement for the correct item.
• Non-returnable: All correctly delivered items are non-returnable. No returns will be accepted for reasons such as change of mind, over-ordering, or incorrect part ordered by the customer.
• Freight: For approved wrong-item returns, return freight will be borne by Standby.

Annexure B — Service Level & Support

·       Availability target: 99% monthly (excluding planned maintenance and force majeure).

• Support hours: Monday to Saturday, 10:00AM to 6:00PM, IST Channels: in‑app chat, email, phone.
• Response targets: P1: 4 hrs | P2: 1 business day | P3: 2 business days (targets, not guarantees).

Annexure C — Data Processing Summary

• Purpose: Provide, secure, and improve the App; analytics on usage for reliability and feature improvement.
• Security: Reasonable technical and organizational measures (encryption in transit at minimum; access controls).
• Retention: Active subscription + 12 months; thereafter archival/deletion as per policy.
• Sub‑processors: Payment gateways, hosting providers, analytics, messaging (list available on request).