1. Application and Acceptance of Terms

1.1 Binding Agreement
These Terms and Conditions (“Agreement”) constitute a legally binding contract between you (“Retailer”, “you”, or “your”) and Totely India Pvt Ltd (“Totely”, “we”, “us”, or “our”), a company incorporated under the Companies Act 2013, with its registered office at Desk 115, Level 3, NSL Centrum, Kukatpally, Hyderabad – 500072, Telangana, India.
For clarity of organisational structure: Totely India Pvt Ltd is the parent entity that operates the Retail Ordering platform, which is accessed through the Trelliso dashboard at www.retailordering.com.

1.2 Acceptance
Your use of the Retail Ordering platform via the Trelliso dashboard, or your execution of a separate Retailer Agreement, or your onboarding onto the WhatsApp Ordering Channel, constitutes your unconditional acceptance of this Agreement and all policies incorporated herein by reference, including the Privacy Policy available at retailordering.com/dataprivacy/.

1.3 Commercial Terms
Specific pricing, subscription fees, transaction commissions, and payment schedules are governed by a separate Retailer Agreement executed between you and Totely. In the event of a conflict between this Agreement and the Retailer Agreement, the Retailer Agreement shall prevail for commercial matters only.

2. Definition of Services
Totely provides a Software-as-a-Service (SaaS) platform offering the following services to Retailers, subject to the plan and add-ons subscribed to by the Retailer:
• Digital Storefront: Hosted online catalogue and ordering interface for end customers.
• Order Management: Tools to receive, process, accept, reject, and track customer orders.
• Payment Processing: Integration with Razorpay and other payment gateways for online order payments.
• Analytics and Reporting: Business intelligence dashboards on orders, revenue, and customer behaviour.
• AI-Assisted Features: Product recommendations, demand forecasting, and catalogue optimisation tools.
• Notification Services: SMS, email, and WhatsApp-based order notifications to end customers.
• WhatsApp Ordering Channel: Where subscribed, a conversational ordering experience for end customers via WhatsApp, operated through Totely’s registered WhatsApp Business Account (WABA) under Totely India Pvt Ltd’s Meta Business Portfolio.
• Delivery Integration: Where enabled, integration with third-party logistics providers for shipment booking and tracking.
Totely reserves the right to add, modify, or discontinue any feature of the Services with reasonable notice. Discontinuation of a feature does not entitle the Retailer to a refund of subscription fees unless explicitly stated in the Retailer Agreement.

3. User Eligibility and Account Security

3.1 Eligibility
To use the Services, you must:
• Be at least 18 years of age;
• Be legally capable of entering into binding contracts under Indian law;
• Possess valid business registration as a sole proprietor, partnership, LLP, or company registered in India;
• Hold a valid GSTIN where applicable under the Goods and Services Tax Act 2017; and
• Not be prohibited from using the Services under applicable Indian or international law.

3.2 Account Security
Retailers are solely responsible for maintaining the confidentiality of their dashboard credentials. You must notify Totely immediately at grievances@retailordering.com upon becoming aware of any unauthorised access to your account. Totely shall not be liable for any loss resulting from unauthorised use of your credentials.

3.3 Accurate Information
You represent and warrant that all information provided during registration and onboarding, including business name, GST registration, phone number, and contact details, is accurate, current, and complete. You agree to update such information promptly upon any change.

4. WhatsApp Business Channel – WABA Ownership and Operation

4.1 Totely as WhatsApp Business Account Owner
Where the Retailer subscribes to the WhatsApp Ordering Channel, Totely India Pvt Ltd registers and operates a WhatsApp Business Account (WABA) under Totely’s Meta Business Portfolio on the Retailer’s behalf. The Retailer’s designated business phone number is registered as a business phone number within Totely’s WABA infrastructure.
Important: Under this arrangement, Totely is the registered account holder of the WABA. All WhatsApp communications are transmitted via Totely’s Meta App, API credentials, and WhatsApp Business Platform subscription. The Retailer operates the WhatsApp Ordering Channel through Totely’s infrastructure, not through an independent WABA of their own.

4.2 Retailer’s Grant of Rights
By subscribing to the WhatsApp Ordering Channel, the Retailer irrevocably grants Totely the right to:
• Register the Retailer’s designated phone number on the WhatsApp Business Platform under Totely’s WABA;
• Send and receive WhatsApp messages on behalf of the Retailer for the purpose of order placement, order updates, and customer service;
• Create, submit for approval, and manage WhatsApp Message Templates in the Retailer’s business name; and
• Configure the WhatsApp Business Profile display name, business description, and business category associated with the Retailer’s registered phone number.

4.3 Phone Number Requirements
The Retailer warrants that the phone number provided for WhatsApp registration:
• Is not currently registered on WhatsApp, WhatsApp Business App, or any other WhatsApp Business API integration;
• Is capable of receiving an OTP via SMS or voice call for verification purposes;
• Is a valid Indian mobile or landline number owned or controlled by the Retailer; and
• Will not be simultaneously registered on any personal WhatsApp account during the period it is active on the Totely platform.
If the number is currently active on WhatsApp, the Retailer must deregister it from WhatsApp prior to onboarding. Totely is not liable for any service disruption resulting from the Retailer’s failure to deregister.

4.4 Meta Platform Terms
All use of the WhatsApp Ordering Channel is subject to Meta’s WhatsApp Business Terms of Service, WhatsApp Business Policy, and WhatsApp Commerce Policy, as updated by Meta from time to time. The Retailer agrees to be bound by Meta’s policies through their use of the WhatsApp Ordering Channel. The Retailer may review Meta’s current policies at whatsapp.com/legal/business-terms.

4.5 Quality Rating and Service Continuity
Meta assigns a quality rating to each WhatsApp business phone number based on customer feedback signals, including message blocks and spam reports. Totely monitors quality ratings for all registered numbers. If a Retailer’s number falls to a “Low” quality rating and remains at that level for 7 or more consecutive days, Totely reserves the right to:
• Restrict the Retailer’s ability to initiate template messages;
• Reduce the daily messaging limit for that number; or
• Deregister the number from the WABA to protect the integrity of Totely’s platform and the other Retailers it serves.
Totely will notify the Retailer before taking any such action except where Meta’s intervention necessitates immediate action.

5. Customer Consent and Data Fiduciary Obligations

5.1 Retailer as Data Fiduciary
Under the Digital Personal Data Protection Act 2023 (“DPDP Act”), the Retailer is the Data Fiduciary with respect to the personal data of the Retailer’s end customers. Totely acts as a Data Processor, processing end-customer data solely on the Retailer’s instructions and for the purpose of operating the WhatsApp Ordering Channel and related Services.
This means the Retailer bears primary legal responsibility for ensuring that all data processing of end-customer personal data through the Totely platform is lawful under the DPDP Act and any other applicable Indian privacy law.

5.2 Consent Requirements
The Retailer is solely responsible for obtaining valid, explicit, and purpose-specific consent from each end customer before that customer’s WhatsApp phone number is used to initiate business-initiated communication through the Platform. Specifically:
• Transactional messages (order confirmations, shipping updates, payment receipts): May be sent under the “legitimate use” provision of Section 7(a) of the DPDP Act, provided the customer voluntarily initiated the order.
• Marketing messages (promotional offers, new product announcements, campaign broadcasts): Require separate, explicit, prior opt-in consent from each customer, independent of any transactional consent.
• A customer who provided their phone number for order tracking or service purposes has NOT thereby consented to receive marketing messages.

5.3 Consent Records
The Retailer must maintain and make available upon Totely’s written request:
• Timestamped records of when each customer’s consent was obtained;
• The mechanism through which consent was given (e.g., website opt-in, in-store form, WhatsApp opt-in message); and
• The specific purpose for which consent was obtained.

5.4 Opt-Out Compliance
The Retailer must honour customer opt-out requests (including replies such as “STOP”, “Unsubscribe”, or similar) within 24 hours of receipt. Continued messaging to a customer who has opted out constitutes a breach of this Agreement and may result in immediate suspension of the Retailer’s WhatsApp channel.

5.5 Retailer Indemnification
The Retailer shall fully indemnify, defend, and hold harmless Totely India Pvt Ltd, its directors, officers, employees, and agents from and against any and all claims, penalties, fines, regulatory actions, legal costs, and liabilities arising from:
• The Retailer’s failure to obtain lawful consent from end customers;
• The Retailer’s failure to honour opt-out requests;
• Any complaint lodged by an end customer with the Data Protection Board of India, a court, or any regulatory authority regarding unsolicited or unlawful WhatsApp communications; or
• The Retailer’s breach of the DPDP Act or any other data protection law applicable to the Retailer’s business.

6. WhatsApp Messaging Conduct

6.1 Permitted Use
The WhatsApp Ordering Channel may be used solely for legitimate business communications related to the Retailer’s products and services, including:
• Receiving and processing customer orders;
• Sending order confirmations, dispatch notifications, and delivery updates;
• Responding to customer enquiries within the 24-hour customer service window; and
• Sending pre-approved marketing template messages to customers who have explicitly opted in for such communications.

6.2 Prohibited Conduct
The Retailer must not use the WhatsApp Ordering Channel to:
• Sell or promote products or services prohibited under Meta’s WhatsApp Commerce Policy, including but not limited to alcohol, tobacco, gambling services, weapons, adult content, prescription drugs, and certain financial products;
• Send unsolicited marketing, spam, or bulk messages to customers who have not provided specific opt-in consent;
• Collect payments from customers outside of the Totely platform’s integrated payment mechanisms;
• Share, resell, or otherwise transfer access to the WhatsApp number, WABA configuration, or API credentials to any third party;
• Conduct any activity that violates Indian law, including the Information Technology Act 2000, the Consumer Protection Act 2019, or any applicable sector-specific regulation; or
• Impersonate another business, create misleading business profiles, or misrepresent products or services.

6.3 Template Message Compliance
All business-initiated messages sent outside the 24-hour customer service window must use WhatsApp Message Templates pre-approved by Meta. The Retailer acknowledges that:
• Template content is subject to Meta’s approval, and Totely does not guarantee approval of any submitted template;
• Approved templates must not be altered in substance when deployed; and
• Meta may at any time revoke approval of a template without notice; Totely will notify the Retailer promptly upon becoming aware of any such revocation.

7. Payment Gateway and Third-Party Services

7.1 Payment Processing
Online payments on the Retail Ordering platform are processed through Razorpay Software Private Limited or such other payment gateway partners as Totely may integrate from time to time. Totely does NOT store credit card numbers, card expiry dates, CVV codes, or any other payment instrument details. All payment data is transmitted directly to and stored by the respective payment gateway in compliance with PCI-DSS standards.

7.2 Payment Disputes
Totely is not a party to any payment dispute between the Retailer and their customers, or between the Retailer and the payment gateway. The Retailer is solely responsible for managing refunds, chargebacks, and payment failures. Totely’s liability for payment processing failures is limited to facilitating the technical integration and does not extend to any financial loss arising from gateway downtime, transaction failures, or fraud.

7.3 Third-Party Service Terms
The Retailer’s use of integrated third-party services (including payment gateways, delivery partners, analytics tools, and the WhatsApp Business Platform) is additionally governed by the respective third party’s own terms of service and privacy policies. Totely does not assume any liability for the performance, security, or compliance of third-party services.

8. Delivery Partner Integration

8.1 Available Delivery Integrations
Where enabled by the Retailer, the platform integrates with third-party logistics and delivery providers (including but not limited to Shadowfax, Shiprocket, Porter, Delhivery, Pidge, and others as made available from time to time) for the purpose of shipment booking, order pickup, delivery tracking, and returns management.

8.2 Data Sharing for Delivery
The Retailer authorises Totely to share the following end-customer data with the selected logistics provider for the sole purpose of fulfilling a delivery:
• End customer’s full name;
• Delivery address;
• Contact phone number; and
• Order details relevant to the shipment (product type, weight, dimensions, COD amount if applicable).
Totely shares only the minimum data necessary for delivery fulfillment. The logistics provider’s own privacy policy governs their use and retention of this data. Totely is not responsible for any data breach, loss, or misuse by the logistics provider once data has been transmitted to them.

8.3 Delivery Liability
Totely provides the delivery integration as a technology facilitation service only. All contractual obligations regarding delivery timelines, package safety, COD collection, and returns are between the Retailer and the logistics provider. Totely bears no liability for delays, damaged goods, failed deliveries, or COD non-remittance by logistics partners.

8.4 COD Remittance
Cash-on-Delivery (COD) amounts collected by logistics partners are remitted to the Retailer as per the respective logistics provider’s remittance schedule and policy. Totely does not hold, intermediate, or guarantee COD funds.

9. Catalogue Data and Content Liability

9.1 Retailer Warranties
The Retailer represents and warrants that all product listings, images, descriptions, prices, and any other content uploaded to the platform (“Retailer Content”):
• Are lawfully owned by the Retailer or the Retailer holds all necessary licences to use and publish them;
• Do not infringe upon the intellectual property rights, privacy rights, or any other rights of any third party;
• Are accurate, non-misleading, and compliant with all applicable Indian laws and regulations;
• Do not contain prohibited, harmful, obscene, or unlawful content; and
• Comply with all sector-specific regulations applicable to the products being sold (e.g., FSSAI licensing for food products, drug licensing for pharmaceuticals).

9.2 Platform Role
Totely provides the platform infrastructure on an “AS IS” basis and does not review, verify, or endorse the accuracy, legality, or quality of any Retailer Content. Totely is an intermediary as defined under the Information Technology Act 2000 and the IT (Intermediary Guidelines and Digital Media Ethics Code) Rules 2021, and does not assume editorial control over Retailer Content.

10. Order Management and Fulfillment
Totely bears NO responsibility for order fulfillment, delivery, product quality, or post-sale service. All such responsibilities remain exclusively with the Retailer. The platform provides tools to facilitate order management, but the contractual relationship for sale of goods or services is between the Retailer and the end customer.
Orders for perishable products or time-sensitive services that have been accepted by the Retailer (status: “Accepted”) cannot be cancelled by the Retailer without the end customer’s consent. The Retailer is responsible for managing their own cancellation and returns policy in accordance with the Consumer Protection Act 2019.

11. Retailer Code of Conduct
The Retailer agrees not to engage in any of the following on the platform or through any channel facilitated by the platform, including the WhatsApp Ordering Channel:
• Fraudulent activities, misrepresentation, or deceptive trade practices;
• Manipulation of reviews, ratings, or order records;
• Unauthorised access to, tampering with, or copying of platform data;
• Uploading misleading product listings, false pricing, or counterfeit products;
• Abuse of API access or systematic extraction of platform data;
• Infringement of intellectual property rights of Totely or any third party;
• Sending spam, unsolicited communications, or bulk messages without customer consent;
• Using the platform to facilitate any activity prohibited under the Information Technology Act 2000, the Consumer Protection Act 2019, or any other applicable law; and
• Sharing, sublicensing, or reselling access to the platform, the WhatsApp number, or the API integration to any third party.
Violation of this Code of Conduct is grounds for immediate suspension or permanent termination of the Retailer’s account without refund, at Totely’s sole discretion.

12. Data Processing and DPDP Obligations

12.1 Data Processing Agreement
By accepting this Agreement, the Retailer and Totely enter into a Data Processing arrangement as required under the Digital Personal Data Protection Act 2023:
• Totely as Data Processor: Totely processes end-customer personal data (including data transmitted via the WhatsApp Ordering Channel) solely on the Retailer’s instructions and for the purposes defined in this Agreement.
• Retailer as Data Fiduciary: The Retailer determines the purposes and means of processing their end customers’ personal data and is responsible for ensuring such processing is lawful, fair, and transparent.

12.2 Totely’s Processor Obligations
As a Data Processor, Totely shall:
• Process end-customer personal data only as instructed by the Retailer and as described in the Privacy Policy;
• Implement appropriate technical and organisational security measures to protect personal data;
• Not sell, rent, or use end-customer data for any independent commercial purpose;
• Notify the Retailer within 72 hours of becoming aware of a confirmed personal data breach affecting the Retailer’s end-customer data; and
• Delete or anonymise end-customer data upon termination of the Retailer’s account, subject to legal retention requirements.

12.3 Retailer’s Fiduciary Obligations
As a Data Fiduciary, the Retailer shall:
• Publish a clear and accessible privacy notice to end customers describing how their data is collected, used, and shared via the Totely platform and WhatsApp channel;
• Ensure lawful basis exists for all personal data processing;
• Respond to end-customer data access, correction, and deletion requests within the timelines prescribed under the DPDP Act; and
• Not instruct Totely to process data in a manner that would violate applicable law.

13. WhatsApp Number Portability and Exit Procedure

13.1 Right to Port Out
Upon termination of the WhatsApp Ordering Channel subscription, the Retailer has the right to migrate their registered WhatsApp phone number to another WhatsApp Business Solution Provider or to their own independent WhatsApp Business Account.

13.2 Migration Process
To initiate a number migration, the Retailer must:
• Submit a written migration request to legal@retailordering.com with at least 15 days’ notice;
• Ensure all outstanding dues to Totely are cleared prior to migration; and
• Cooperate with Totely’s technical team to complete the Meta Business Manager transfer process.
Totely will facilitate the migration within 30 days of receiving a valid written request, subject to Meta’s processing timelines.

13.3 What Transfers and What Does Not
Upon migration, the following is transferred to the Retailer: the phone number itself, WhatsApp quality rating, approved message templates, messaging tier, and display name.
The following is NOT transferred: conversation history (which remains on Totely’s infrastructure), contact lists, order data held in Totely’s system, and any Totely-specific automations or integrations.
Totely will make available an export of the Retailer’s order history upon request prior to account closure.
13.4 Downtime During Migration
Number migration involves a brief sending pause of approximately 15–60 minutes during the transfer process. The Retailer acknowledges and accepts this downtime as an inherent part of the migration process. Totely is not liable for any business loss arising from this service interruption.

14. Meta Platform Compliance Pass-Through

14.1 Meta’s Authority
The Retailer acknowledges that Meta Platforms Inc. and its affiliates retain full authority over the WhatsApp Business Platform, including the right to restrict, suspend, or permanently disable any WhatsApp Business Account or phone number at Meta’s sole discretion for any violation of Meta’s policies or for any other reason Meta deems appropriate.
Important: Totely has no control over Meta’s enforcement actions. If Meta restricts or terminates the WABA or any registered phone number, Totely bears no liability for resulting service interruption, business loss, or loss of accumulated quality rating, message templates, or conversation history.

14.2 Policy Changes by Meta
Meta may update its WhatsApp Business Terms, Commerce Policy, or Pricing from time to time. Totely reserves the right to pass through any such changes to the Retailer, including changes to permitted product categories, template pricing, or messaging limits, without additional notice beyond what Meta provides to Totely. Continued use of the WhatsApp Ordering Channel following such changes constitutes acceptance.

14.3 Messaging Cost Pass-Through
WhatsApp message charges levied by Meta are billed to Totely as the WABA owner and are passed through to the Retailer as part of the WhatsApp channel subscription or usage-based charges as specified in the Retailer Agreement. If Meta revises its per-message pricing, Totely will notify the Retailer with at least 15 days’ notice before the new rates take effect on the Retailer’s billing.

15. Intellectual Property Rights
Totely retains all intellectual property rights in and to the Retail Ordering platform, Trelliso dashboard, proprietary algorithms, software, designs, trademarks, and all related documentation. The Retailer is granted a limited, non-exclusive, non-transferable, revocable licence to access and use the platform solely for the purpose of operating their retail business in accordance with this Agreement.
This licence does not permit the Retailer to reproduce, copy, modify, distribute, sell, sublicense, reverse engineer, or create derivative works of any part of the platform. Retailer Content uploaded by the Retailer remains the Retailer’s intellectual property; the Retailer grants Totely a non-exclusive licence to host, display, and process such content solely as necessary to provide the Services.

16. Artificial Intelligence Disclaimer
Certain features of the Retail Ordering platform use artificial intelligence and machine learning to generate product recommendations, demand forecasts, catalogue optimisations, pricing suggestions, and other outputs (“AI-Generated Content”). All AI-Generated Content is provided solely for informational and decision-support purposes and is NOT guaranteed to be accurate, complete, or suitable for any particular business purpose.
The Retailer is solely responsible for independently verifying any AI-Generated Content before acting upon it. Totely disclaims all liability for any business decision made in reliance on AI-Generated Content, including but not limited to inventory decisions, pricing changes, or promotional actions.

17. Warranty Disclaimers and Limitation of Liability

17.1 Warranty Disclaimer
THE RETAIL ORDERING PLATFORM, WHATSAPP ORDERING CHANNEL, DELIVERY INTEGRATIONS, AND ALL OTHER SERVICES ARE PROVIDED “AS IS” AND “AS AVAILABLE” WITHOUT ANY WARRANTY OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, UNINTERRUPTED SERVICE, OR ERROR-FREE OPERATION.

17.2 Limitation of Liability
To the maximum extent permitted by applicable Indian law, Totely’s aggregate liability to the Retailer for any claim arising out of or in connection with this Agreement shall be limited to the lesser of:
• The total fees paid by the Retailer to Totely in the three (3) calendar months immediately preceding the event giving rise to the claim; or
• INR 10,000 (Indian Rupees Ten Thousand only).
Totely shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including loss of profits, loss of data, loss of goodwill, business interruption, or any damage resulting from unauthorised access to or alteration of the Retailer’s data.

17.3 Exceptions
Nothing in this Agreement limits Totely’s liability for death or personal injury caused by Totely’s negligence, fraud or fraudulent misrepresentation, or any liability that cannot be excluded or limited under applicable Indian law.

18. Suspension, Termination, and Force Majeure

18.1 Suspension
Totely may immediately suspend the Retailer’s access to all or any part of the Services (including the WhatsApp Ordering Channel) without prior notice in the event of:
• Non-payment of fees for 7 or more days beyond the due date;
• Suspected or confirmed fraudulent activity;
• Material breach of this Agreement, including violation of the Code of Conduct or WhatsApp Messaging Conduct provisions;
• Regulatory direction, court order, or law enforcement requirement;
• Meta’s restriction or suspension of the WABA or the Retailer’s registered phone number; or
• A drop in the Retailer’s WhatsApp quality rating to “Low” persisting for 7 or more consecutive days.

18.2 Appeal
A suspended Retailer may appeal the suspension within 15 days by writing to grievances@retailordering.com with supporting documentation. Totely will review the appeal and respond within 15 business days.

18.3 Termination
Either party may terminate this Agreement with 30 days’ written notice. Totely may terminate immediately for material breach. Upon termination, the Retailer’s access is revoked, and Totely may permanently delete the Retailer’s account and data after 90 days, in accordance with the Privacy Policy data retention provisions.

18.4 Force Majeure
Neither party shall be liable for delays or failures in performance caused by circumstances beyond their reasonable control, including natural disasters, government actions, war, pandemic, power outages, internet infrastructure failures, or actions taken by Meta or other third-party service providers.

19. Dispute Resolution and Governing Law

19.1 Governing Law
This Agreement is governed by and construed in accordance with the laws of India. The courts of Hyderabad, Telangana shall have exclusive jurisdiction over disputes arising out of or in connection with this Agreement.

19.2 Dispute Resolution Process
The parties agree to attempt to resolve any dispute through the following three-step process before resorting to formal legal proceedings:
1. Internal Resolution: Written notice to grievances@retailordering.com. Totely will respond within 15 business days.
2. Mediation/Arbitration: If unresolved, either party may refer the dispute to arbitration under the Arbitration and Conciliation Act 1996, with a sole arbitrator appointed by mutual agreement, proceedings to be conducted in English in Hyderabad.
3. Judicial Proceedings: If arbitration fails or is inapplicable, the dispute may be brought before competent courts in Hyderabad, Telangana.
All claims must be filed within one year of the date the claimant knew or reasonably should have known of the facts giving rise to the claim.

20. Modifications to Terms
Totely reserves the right to modify this Agreement at any time. Material changes will be communicated to Retailers via email to the registered email address and/or through a notice on the Trelliso dashboard, with a minimum of 30 days’ notice before the changes take effect. Continued use of the platform after the effective date of the revised Agreement constitutes unconditional acceptance of the updated terms.
For WhatsApp-related changes mandated by Meta, Totely may provide shorter notice where Meta’s timeline does not permit 30 days. Totely will provide as much notice as is reasonably possible in such circumstances.

21. General Provisions
This Agreement, together with the Privacy Policy, the Retailer Agreement, and any applicable Service Order Form, constitutes the entire agreement between the parties with respect to the subject matter hereof, and supersedes all prior agreements, representations, and understandings.
If any provision of this Agreement is found to be invalid or unenforceable under applicable law, such provision shall be modified to the minimum extent necessary to make it enforceable, and the remaining provisions shall continue in full force and effect.
Totely’s failure to enforce any provision of this Agreement shall not constitute a waiver of its right to enforce that provision at a later time. Electronic acceptance, electronic signatures, and digital records maintained by Totely’s systems constitute valid legal evidence of acceptance of this Agreement.

22. Grievance Officer and Contact Information
In accordance with the Information Technology Act 2000 and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules 2021, Totely has appointed a Grievance Officer:
Grievance Officer: Amit Pande
Organisation: Totely India Pvt Ltd
Address: Desk 115, Level 3, NSL Centrum, Kukatpally, Hyderabad – 500072, Telangana, India
Email: grievances@retailordering.com
Legal Queries: legal@retailordering.com/ap@totely.net
Response Time: Acknowledgment within 3 business days; investigation completed within 30–60 business days depending on complexity.