Terms and Conditions / Terms of Service

Param Dairy Limited

Effective Date: December 01, 2025

Last Updated: December 01, 2025

Preamble and Introduction

These Terms and Conditions of Service (hereinafter referred to as the “Terms”) constitute a legally binding contract between Param Dairy Limited (hereinafter referred to as the “Company”, “we”, “us”, or “our”), a company incorporated under the Companies Act, 1956 (as amended by the Companies Act, 2013), bearing Corporate Identification Number U74899DL1990PLC041329, with its registered office at Param Tower, 11/5B, Pusa Road, New Delhi – 110005, India, and you (hereinafter referred to as the “User”, “you”, or “your”), whether acting as an individual consumer, a business entity, or on behalf of any organization.

The Company is engaged in the procurement, processing, manufacturing, marketing, distribution, and export of a wide range of dairy products, including but not limited to liquid milk (pasteurized, homogenized, toned, double-toned, full cream, skimmed, flavored milk), milk powders (skimmed milk powder, whole milk powder, full cream milk powder), dairy whitener, desi ghee (including Bilona A2 ghee), butter and buttermilk, curd (dahi) and yogurt products, paneer (cottage cheese), milk fat and anhydrous milk fat, dairy-based sweets and dessert mixes (including Gulab Jamun mix, khoya, Peda, and other traditional sweets), cheese and cheese products, shrikhand, lassi, and any other dairy or value-added dairy products (collectively referred to as the “Products”).

Our business operations encompass various segments, including direct-to-consumer sales (business to consumer), wholesale and institutional sales (business to business), modern trade (such as organized retail chains, supermarkets, hypermarkets, and departmental stores), Hotels, Restaurants, and Catering sector (commonly known as the HORECA sector), institutional sales (to educational institutions, corporate cafeterias, hospitals, government establishments, and armed forces), exports, and other related activities. These Terms govern your access to and use of our website at https://www.paramdairy.com (hereinafter referred to as the “Website”), mobile applications (if any), customer portals, distributor management systems, ordering platforms, and all related services (collectively referred to as the “Services”).

These Terms are supplemental to and must be read in conjunction with our Privacy Policy, Cookie Policy, Refund and Return Policy, Shipping and Delivery Policy, and any product-specific terms where applicable. By placing an order, creating an account, accessing the Website, or otherwise using the Services, you affirm that you have read, understood, and unconditionally accept these Terms in their entirety. If you do not agree, you must immediately cease using the Services.

These Terms are drafted in compliance with applicable Indian laws, including but not limited to the Information Technology Act, 2000 and the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011; the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021; the Digital Personal Data Protection Act, 2023 and the Digital Personal Data Protection Rules, 2025; the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020; the Food Safety and Standards Act, 2006 and regulations issued by the Food Safety and Standards Authority of India; the Companies Act, 2013; the Indian Contract Act, 1872; the Sale of Goods Act, 1930; the Legal Metrology Act, 2009; and any other pertinent legislation. In the event of any conflict between these Terms and applicable laws, the laws shall prevail to the extent of such conflict.

We reserve the right to amend these Terms at any time without prior consent to reflect changes in law, business model evolution, technology upgrades, or security enhancements. Material changes will be notified via email to registered users, a prominent notice on the Website homepage for thirty days, and an updated “Last Updated” date. Continued use after amendments constitutes deemed acceptance. To reject changes, you must stop using the Services and close your account.

Definitions and Interpretation

For the purposes of these Terms, the following terms shall have the meanings ascribed to them below, unless the context otherwise requires:

“Account” means the registered customer profile created on our Platform, secured by unique login credentials.
“Affiliate” means any entity that directly or indirectly controls, is controlled by, or is under common control with the Company.
“Business Partner” means any distributor, retailer, institutional buyer, vendor, supplier, logistics partner, or other entity engaged in business transactions with the Company, including those in modern trade, Hotels, Restaurants, and Catering sectors.
“Business to Business Services” means wholesale, distribution, and institutional sales including but not limited to distributor supplies, modern trade partnerships, and Hotels, Restaurants, and Catering supply agreements.
“Business to Consumer Services” means direct-to-consumer sales through our Website, mobile application, or retail touchpoints for personal consumption.
“Cold Chain” means the temperature-controlled supply chain infrastructure maintaining Products at required temperatures (typically two to four degrees Celsius for fresh milk, ambient for ghee) from manufacturing to final delivery.
“Content” means all text, images, graphics, videos, recipes, testimonials, product descriptions, and other materials available on the Website or provided through the Services.
“Delivery Location” means the address specified by you for Product delivery, which must be within our serviceable areas.
“Food Safety and Standards Authority of India” means the Food Safety and Standards Authority of India, established under the Food Safety and Standards Act, 2006.
“Force Majeure Event” means any event beyond the reasonable control of a party, including but not limited to acts of God, natural disasters, pandemics, wars, riots, strikes, labor disputes, governmental actions, power failures, or disruptions in supply chains.
“Goods and Services Tax” means Goods and Services Tax levied under the Central Goods and Services Tax Act, 2017 and applicable State Goods and Services Tax laws.
“Hotels, Restaurants, and Catering Customer” means a business entity operating in the hospitality or food service sector requiring bulk or customized dairy supplies.
“Institutional Sales” means supplies to educational institutions, corporate cafeterias, hospitals, and government establishments requiring bulk supplies.
“Intellectual Property” means all trademarks, trade names, logos, copyrights, patents, trade secrets, know-how, recipe formulations, manufacturing processes, and proprietary information owned by the Company.
“Maximum Retail Price” means the maximum retail price inclusive of all taxes, as printed on Product packaging.
“Modern Trade” means organized retail chains, supermarkets, and hypermarkets, under separate commercial agreements.
“Order” means a binding purchase request for Products submitted through our Platform or offline channels, confirmed by our system-generated Order identifier.
“Payment Gateway” means third-party payment processors such as Razorpay, PayU, or bank payment aggregators authorized by us.
“Perishable Goods” means dairy Products with limited shelf life requiring temperature control and timely consumption.
“Platform” means our Website, mobile applications, distributor portals, and application programming interface integrations.
“Product Liability” means legal liability arising from Product defects, contamination, adulteration, or failure to meet safety standards.
“Sensitive Personal Data” has the meaning ascribed in the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011 and the Digital Personal Data Protection Act, 2023.
“Serviceable Area” means geographic locations where we currently provide delivery services, as updated periodically on our Platform.
“User-Generated Content” means reviews, ratings, testimonials, recipes, or any content submitted by you to our Platform.

Headings are for convenience only and shall not affect interpretation. Words importing the singular include the plural and vice versa. The words “including” mean “including without limitation”. References to statutes include amendments and re-enactments thereof. In case of conflict between the English version and translated versions, the English version prevails.

Scope of Services

The Services include:

Business to Consumer Services: Direct sale of Products to end-consumers through the Website, mobile application, and authorized retail partners, including product information, nutritional guidance, recipe suggestions, subscription-based delivery (where available), and customer support. Products are sold in standard packaging sizes at Maximum Retail Price or promotional prices, subject to availability. Delivery is subject to geographic limitations and minimum order values as specified on the Platform.
Business to Business Services: Wholesale, distribution, and institutional sales to distributors, retailers, modern trade outlets, Hotels, Restaurants, and Catering establishments, and food service operators. Services include dedicated account management, credit facilities (subject to approval), customized invoicing, marketing support, and training through Food Safety Training and Certification. Pricing is quoted exclusive of Goods and Services Tax and transportation costs. Business to Business Customers receive price lists applicable to their tier (distributor, super stockist, retailer). Prices are valid for thirty days unless specified otherwise.
Hotels, Restaurants, and Catering Services: Specialized Products tailored for commercial kitchens including bulk packs, consistent quality specifications, and timely bulk deliveries. Customized product development, private labeling, and menu consultation services are available upon request. Credit terms, minimum order quantities, and pricing are governed by separate Hotels, Restaurants, and Catering Service Agreements which incorporate these Terms by reference.
Institutional Sales: Catering to educational institutions, corporate cafeterias, hospitals, and government establishments requiring bulk supplies, often under long-term contracts.
Modern Trade: Supply to organized retail chains, supermarkets, and hypermarkets, under separate commercial agreements covering listing fees, margins, promotional contributions, and shelf space guarantees.
Exports: International shipments complying with export regulations, including customs and quality certifications.
Informational Services: The Website provides product details, manufacturing practices, quality certifications, Food Safety and Standards Authority of India compliance information, and a repository of recipes. Recipe content is for informational purposes only and does not constitute professional nutritional or medical advice. All Intellectual Property displayed on the Platform remains our exclusive property.

Eligibility, Registration, and Account Security

Eligibility

For Business to Consumer Customers: You must be at least eighteen years of age and possess valid address proof within our Serviceable Area.
For Business to Business or Hotels, Restaurants, and Catering Customers: You must be a legally registered business entity with valid Food Safety and Standards Authority of India License or Registration, Goods and Services Tax Identification Number (where applicable), trade or business licenses, Permanent Account Number and Tax Deduction and Collection Account Number, and bank account in the business name.
We reserve the right to terminate accounts of Users who fail to maintain valid licenses or provide false information.

Registration Process

Account creation requires submission of accurate, complete, and current information including name, address, contact details, and for Business to Business Customers, business documentation. We may verify information through one-time password verification of mobile number and email, physical address verification for Business to Business Customers, document verification including Food Safety and Standards Authority of India license and Goods and Services Tax certificate, and reference checks for credit facilities. Verification may take three to five business days for Business to Consumer and five to seven business days for Business to Business Customers. We reserve the right to reject registration without assigning reasons.

Account Credentials and Security

You are responsible for maintaining the confidentiality of your username, password, one-time passwords, and any other access credentials. You must immediately notify us at param@paramdairy.com or call our helpline at 1800-11-1115 upon discovering unauthorized access. You are solely liable for all activities conducted through your Account, whether authorized by you or not, until we receive written notification of breach. We shall not be liable for losses arising from your failure to maintain confidentiality. We may suspend or terminate accounts showing suspicious activity without prior notice.

Multiple Accounts

Business to Consumer Customers may maintain only one active Account per unique combination of mobile number and email. Business to Business Customers must register separate Accounts for each geographic location or business division, clearly indicating the relationship. Creation of multiple Accounts to circumvent restrictions or exploit promotions constitutes breach of Terms and may result in permanent blacklisting.

Product Information, Pricing, and Availability

Product Descriptions and Representations

We endeavor to provide accurate product descriptions, nutritional information, ingredients, allergen declarations, storage instructions, and shelf-life details. All product images are illustrative and actual products may vary in appearance, packaging design, or color due to manufacturing batches. Such variations do not constitute a defect. Maximum Retail Price displayed on the Platform is subject to revision without notice due to changes in raw material costs, taxes, or regulatory requirements. Maximum Retail Price at the time of delivery shall prevail. Nutritional values are approximate and based on standard testing methods. Seasonal variations in milk composition may cause minor deviations.

Pricing Structure

Business to Consumer Pricing: Prices are displayed inclusive of Goods and Services Tax and all applicable taxes. Delivery charges (if any) are shown separately before checkout.
Business to Business Pricing: Prices are quoted exclusive of Goods and Services Tax and transportation costs. Business to Business Customers receive price lists applicable to their tier. Prices are valid for thirty days unless specified otherwise.
Hotels, Restaurants, and Catering Pricing: Custom pricing based on volume, frequency, product specifications, and credit terms. Prices are negotiated individually and confirmed via Purchase Order confirmation.
Dynamic Pricing: Prices may vary based on delivery location, order volume, promotional campaigns, and loyalty program status. We do not guarantee price matching with third-party retailers.

Promotional Offers and Discounts

Promotional codes, discounts, and offers are non-transferable and valid for specified periods only. We reserve the right to modify, suspend, or withdraw promotions without prior notice, reject promotional codes suspected of fraud or misuse, limit promotional quantities per Customer, and reverse discounts if the underlying Order is cancelled or returned. Promotional benefits cannot be combined unless expressly stated.

Product Availability

Product availability is subject to milk procurement, processing capacity, seasonal variations, and supply chain constraints. We reserve the right to limit quantities per Customer to ensure equitable distribution. If a product becomes unavailable after Order confirmation, we will offer a substitute product of equivalent value (subject to your acceptance), remove the item and adjust the invoice, or cancel the entire Order if the unavailable item is critical.

Ordering Process and Formation of Contract

Business to Consumer Ordering

Browse Products, add to cart, and proceed to checkout. You must verify delivery address, contact details, and Order summary before submission. Order placement constitutes an offer from you. Contract is formed only when we send an Order Confirmation email or short message service with unique Order identifier, process payment and issue invoice, or dispatch Products and generate dispatch note. We reserve the right to accept or reject any Order without liability. Rejection may occur due to delivery location outside Serviceable Area, payment authorization failure, suspected fraudulent activity, Product unavailability, or incomplete verification. Orders are non-binding until confirmed. We may cancel unconfirmed Orders after forty-eight hours of payment failure.

Business-to-Business Ordering

Business to Business-to-Business customers must submit Orders through the dedicated distributor portal using login credentials, official email to the designated account manager, or WhatsApp Business Application Programming Interface with a verified business number. Minimum Order Value and Minimum Order Quantity apply as per your Business Agreement. Orders below the Minimum Order Value or Minimum Order Quantity may be subject to handling charges or outright rejection. Purchase Order issued by you is an offer. Our Sales Order Confirmation with delivery schedule constitutes acceptance. Any additional terms in your Purchase Order not expressly accepted in our confirmation are void. For subscription or recurring Orders, you may set up automatic Orders subject to confirmation of product availability twenty-four hours before dispatch.

Hotels, Restaurants, and Catering Ordering

Hotels, Restaurants, and Catering Customers work with dedicated account managers for menu planning, product customization, and bulk ordering. Tasting and sampling requests are subject to availability and may be chargeable for large quantities. Any bespoke product development remains our Intellectual Property unless separately assigned via written agreement. Urgent Orders for same-day or next-day delivery are available in select cities, subject to premium charges and stock availability.

Order Modifications and Cancellations

Business to Consumer Orders: May be modified or cancelled only before dispatch. Once dispatched, no modifications are permitted. Contact customer service immediately for requests.
Business to Business Orders: May be modified up to twelve hours before scheduled dispatch. After this window, cancellation or modification incurs a restocking fee of fifteen percent of the Order value to cover processing and cold chain costs.
Hotels, Restaurants, and Catering Orders: Custom or bulk Orders cannot be cancelled once production is initiated (typically twenty-four hours after confirmation).
We reserve the right to cancel Orders if you breach these Terms or any other agreement with us, the information provided is false or misleading, payment is not received within the stipulated time (for offline payments), or regulatory restrictions prevent product sale.

Payment Terms and Financial Conditions

Business-to-Consumer Payment

Full payment must be received before dispatch. Accepted methods include credit or debit cards (Visa, Mastercard, RuPay, American Express), Unified Payments Interface (Google Pay, PhonePe, Bharat Interface for Money), net banking, digital wallets, and cash on delivery (where available, subject to verification). You authorize us to charge the payment method for the Order value plus any applicable delivery charges. In case of payment failure, we may retry within twenty-four hours before cancelling the Order. If payment is deducted but Order not confirmed, the amount will be automatically refunded within five to seven business days. For delays beyond ten days, contact us with transaction reference. Equated Monthly Installment and Buy Now Pay Later facilities, if available, are provided by third-party lenders subject to their terms. We are not liable for lending decisions or interest charges.

Business to Business Payment

New Business to Business Customers must pay one hundred percent advance for first three Orders before credit evaluation. After satisfactory credit appraisal, we may extend credit with credit limit based on turnover and payment history, payment term of thirty days from invoice date, interest on overdue amounts of eighteen percent per annum calculated daily, and post-dated cheques or bank guarantee may be required as security. Payment modes include Real Time Gross Settlement or National Electronic Funds Transfer, account payee cheques, or demand drafts. Cash payments above twenty thousand Indian Rupees are not accepted per Income Tax Act. We retain lien on goods until full payment and may set-off any amounts owed to you against outstanding invoices. On payment default beyond fifteen days of due date, all outstanding amounts become immediately due, we may suspend all pending Orders, initiate legal proceedings for recovery, report your business details to credit bureaus, and recall goods already delivered.

Hotels, Restaurants, and Catering Payment

Standard terms are net fifteen days from invoice date with credit limit reviewed quarterly. For large establishments (five-star hotels, quick service restaurant chains), custom terms are negotiable based on volume commitments and creditworthiness. Menu support and Marketing Development Funds are credited only after verification of compliance with program terms and proof of execution.

Taxes and Levies

All prices are exclusive of Goods and Services Tax for Business to Business and inclusive for Business to Consumer unless otherwise stated. Goods and Services Tax invoices shall be issued as per statutory requirements. Input Tax Credit is available only to Business-to-Business Customers with a valid Goods and Services Tax Identification Number. Any new taxes, cesses, or levies imposed by government shall be passed on to you without notice, effective from the implementation date. You are responsible for maintaining accurate tax records. We shall not be liable for your inability to claim Input Tax Credit due to the incorrect Goods and Services Tax Identification Number provided by you.

Delivery, Logistics, and Risk Transfer

Delivery Timeframes

Business to Consumer Delivery: Standard delivery within two to four business days of Order confirmation. Express delivery options may be available in select locations.
Business to Business Delivery: Delivery schedules agreed in Order confirmation, typically three to seven business days depending on location and order size.
Delivery dates are estimates only and not guaranteed. We shall not be liable for delays due to incorrect address provided by you, unavailability of the recipient at delivery location, traffic, weather conditions, or natural calamities, bandhs, strikes, or civil disturbances, regulatory inspections or vehicle detention, or Force Majeure Events. Delivery attempts: We will make two delivery attempts. After two failed attempts, the Order may be cancelled and refund initiated after deducting return logistics charges (one hundred Indian Rupees for Business to Consumer; actual costs for Business to Business).

Delivery Charges

Delivery charges, if any, are calculated based on distance, order value, and urgency. Free delivery thresholds are displayed on the Platform. Remote area surcharge applies for locations beyond fifty kilometers from our nearest distribution center. Business to Business Customers with annual contracts enjoy free delivery subject to Minimum Order Quantity compliance.

Delivery Verification and Acceptance

Delivery is deemed complete when Products are handed over to you or your authorized representative at the Delivery Location. You must inspect the package for tampering, leakage, or damage before accepting delivery. Any visible defects must be noted on the delivery receipt and reported within two hours to customer service. For Business to Business or Hotels, Restaurants, and Catering, you must verify quantity, batch numbers, and expiry dates against the delivery note. Signature on delivery note constitutes acceptance of quantity and apparent condition. Hidden defects discovered after acceptance must be reported within twenty-four hours for Business to Consumer and twelve hours for Business to Business, with photographic evidence and batch details.

Cold Chain Requirements

Perishable Products (milk, dahi, paneer) must be immediately refrigerated at recommended temperatures upon delivery. We are not liable for spoilage due to your failure to maintain cold chain. For Business to Business or Hotels, Restaurants, and Catering, we provide temperature data loggers on request for bulk shipments. Temperature breaches during transit (if proved to be our fault) may qualify for replacement. Delivery vehicles are Global Positioning System-tracked. You may request tracking links for high-value Orders.

Risk and Title Transfer

Risk of loss transfers to you upon delivery completion, except where delivery is refused due to visible defects. Title (ownership) transfers only upon full payment realization. Until then, we retain legal ownership and may recover goods in case of payment default. For Business to Business Customers with credit facilities, title transfers on delivery, but we retain right of reclamation under the Insolvency and Bankruptcy Code, 2016 in case of default.

Returns, Refunds, and Cancellation Policy

Strict No-Return Policy for Perishables

Due to the perishable nature of dairy Products and food safety regulations, all sales are final except as provided in this section. Return requests shall be entertained only for defective Products (spoilage, contamination, manufacturing defect), wrong Product delivered (different stock keeping unit from Order), or expired Products delivered with insufficient shelf-life (less than fifty percent of remaining shelf-life for Business to Consumer; less than seventy percent for Business to Business). Change of mind, ordering errors, or failure to accept delivery do not qualify for return or refund.

Return Procedure

You must raise a return request within twenty-four hours of delivery for Business to Consumer and twelve hours for Business to Business or Hotels, Restaurants, and Catering by calling our helpline at +91-11-2582 0071, emailing returns@paramdairy.com with Order identifier, batch number, and clear photographs, or for Business to Business, raising ticket in distributor portal with digital signatures. Our quality team will assess the complaint. We may request photographs of Product and packaging, batch number and expiry date, temperature logs (if available), or sample return for laboratory testing (we arrange pickup). Do not consume the disputed Product. Consumption constitutes acceptance of quality. Decision on returns shall be communicated within three business days for Business to Consumer and two business days for Business to Business.

Refund Modes and Timelines

Business to Consumer Refunds: Approved refunds are processed to original payment method within five to seven business days. Cash on delivery refunds are via bank transfer or Unified Payments Interface.
Business to Business Refunds: Refunds are processed via National Electronic Funds Transfer or Real Time Gross Settlement within seven to ten business days or adjusted against future invoices at your option.
Refund amount is limited to Product value and does not include delivery charges unless the entire Order is defective. No interest shall be paid on refund amounts.

Replacement Policy

In most cases, we prefer replacement over refund. Replacement shall be of same stock keeping unit and dispatched within three business days of return approval. If same stock keeping unit is unavailable, we offer next higher stock keeping unit at no extra charge, multiple smaller stock keeping units totaling equivalent value, or refund if no acceptable alternative. Replacement delivery is free of charge.

Cancellation by User

Before Dispatch: Cancellation permitted without penalty. Payment shall be refunded within five business days.
After Dispatch: Cancellation not permitted. You must accept delivery and follow return procedure if Product is defective.
Subscription Cancellations: For subscription services, cancellation requires seven days prior notice. Pre-paid subscription amounts are non-refundable but may be adjusted against future purchases.

Cancellation by Company

We may cancel Orders with immediate notice if Product becomes unavailable due to supply chain disruption, pricing errors (obvious and glaring mistakes), regulatory ban or recall, your breach of Terms, or Force Majeure Events. In such cases, we shall refund full amount within five business days and shall not be liable for any consequential loss.

Quality Assurance, Compliance, and Traceability

Food Safety and Standards Authority of India Compliance

We hold valid Food Safety and Standards Authority of India Central License for manufacturing and State Licenses for distribution. License numbers are displayed on our Platform and Product packaging. All Products are manufactured in Food Safety and Standards Authority of India-licensed facilities adhering to Good Manufacturing Practices and Hazard Analysis Critical Control Points. We undergo third-party audits by FSSAI, or equivalent agencies annually. Audit reports are available to Business-to-Business Customers under non-disclosure agreement. Every batch undergoes testing for microbial parameters (total bacterial count, coliform, Salmonella, Listeria), chemical parameters (fat, solids-not-fat, acidity, adulterants), antibiotic residues and aflatoxin M1, and heavy metals (for ghee and value-added Products). Test certificates are available on request for thirty days from manufacturing date.

Batch Traceability

We maintain farm-to-fork traceability through unique batch or lot numbers on each pack, quick response codes linking to manufacturing details, test reports, and supply chain journey, and digital records retained for two years beyond expiry date. In case of quality complaints, we can trace the batch to the source dairy farm or cooperative, processing date and line, quality parameters at each stage, and distribution channel and delivery details.

Food Safety Management

Our Food Safety Management System is certified under International Organization for Standardization 22000:2018. All food handlers undergo mandatory Food Safety Training and Certification and health check-ups every six months. Cold chain vehicles are equipped with temperature data loggers and Global Positioning System tracking. Temperature deviations trigger automatic alerts. We maintain product recall insurance and have a documented recall procedure aligned with Food Safety and Standards Authority of India’s Food Recall Procedure regulations.

Adverse Event Reporting

If you experience any adverse health event allegedly linked to our Products, immediately preserve the Product sample (refrigerate if perishable), note the batch number and expiry date, seek medical attention, and report to us within twenty-four hours at quality@paramdairy.com or +91-11-2582 0071 (twenty-four by seven helpline). We will investigate within forty-eight hours, share test results of retained sample, cooperate with medical professionals and regulatory authorities, and provide product recall if investigation substantiates complaint. We are not liable for adverse events arising from allergic reactions when allergen is clearly declared (e.g., milk protein), Product misuse or consumption beyond expiry, cross-contamination at your premises, or pre-existing medical conditions.

We are certified under International Organization for Standardization 9001:2015 for Quality Management, International Organization for Standardization 22000:2018 for Food Safety Management, Food Safety System Certification 22000 for Global Food Safety Initiative, Agmark for ghee (where applicable), Eco Cert for organic Products (if any), and Halal and Kosher for export Products. Copies of certificates are available on our Platform or upon request.

Intellectual Property Rights

Our Intellectual Property

All content on the Platform including but not limited to trademarks (Param Dairy®, Param Ghee®, Param Gir Cow Ghee®), logos, brand names, packaging designs, recipe formulations and cooking methods, Product specifications and manufacturing processes, website design, source code, databases, marketing materials, videos, photographs, and customer testimonials (used with permission) are exclusive property of Param Dairy Limited, protected under Trade Marks Act, 1999 (Registration Numbers: [List specific numbers]), Copyright Act, 1957, Designs Act, 2000, and Geographical Indications of Goods Act, 1999 (if applicable). These are collectively referred to as “Param Dairy Intellectual Property”. Your use of the Platform does not grant any license, right, or interest in Param Dairy Intellectual Property except limited right to view for personal use.

Restrictions on Use

You shall not reproduce, modify, distribute, or create derivative works, reverse engineer our manufacturing processes, use our trademarks for unauthorized Products or services, remove copyright notices from packaging or materials, misrepresent affiliation with Param Dairy, use automated tools (bots, scrapers) to extract data, or register domain names or social media handles confusingly similar to our marks. Specific Prohibition: Business to Business Customers shall not sell our Products under any other brand name or in repackaged form without explicit written authorization and supervised co-packing arrangement.

User-Generated Content

By submitting reviews, testimonials, recipes, or photos, you grant us a perpetual, royalty-free, worldwide license to use, reproduce, modify, and display, right to use your name and city for attribution, and waiver of moral rights under Copyright Act. You represent that you own the content or have necessary rights, content does not infringe third-party rights, content is not defamatory, obscene, or misleading, and for recipes, you have not copied from copyrighted sources. We reserve the right to moderate, edit, or remove User-Generated Content without notice. Compensation for featured recipes or testimonials is at our sole discretion and requires separate written agreement.

Enforcement

We actively monitor for Intellectual Property infringement and will pursue permanent injunctions, seizure of counterfeit goods under Code of Civil Procedure, 1908, damages and account of profits under Trade Marks Act, criminal complaints under Trade Marks Act and Copyright Act, and reporting to economic offenses wing. If you become aware of infringement, report at param@paramdairy.com.

User Conduct and Prohibitions

You agree to use the Services lawfully and ethically. Prohibited activities include violating any laws including food safety regulations, posting harmful, defamatory, or infringing User-Generated Content, interfering with the Website (e.g., hacking, viruses), impersonating others or providing false information, engaging in spam, unsolicited marketing, or pyramid schemes, reverse engineering or decompiling our software, using automated tools to access data without permission, or for Business Partners, breaching confidentiality, competing unfairly, or misrepresenting our Products. We may monitor usage and take action, including termination, for violations.

Limitation of Liability and Disclaimer of Warranties

General Disclaimer

The Platform and Products are provided “as is” and “as available” without warranties of any kind, express or implied. We disclaim all warranties including merchantability, fitness for a particular purpose, non-infringement, accuracy of information, and uninterrupted or error-free service. Specific Disclaimers: Nutritional Information is approximate, not medical advice; Recipes are suggestions only, results may vary; Website Availability is not guaranteed one hundred percent uptime; Third-Party Links: We are not responsible for external website content.

Liability Cap

For Business to Consumer Customers: Our total cumulative liability for any claim arising from a single Order shall not exceed the total amount paid for that Order or ten thousand Indian Rupees, whichever is lower.
For Business to Business and Hotels, Restaurants, and Catering Customers: Liability is limited to direct damages only and shall not exceed the invoice value of the specific Order giving rise to the claim. We are not liable for consequential damages (lost profits, business interruption, reputational harm), remote damages (indirect or unforeseeable losses), or punitive damages unless mandated by statute.
Product Liability: For personal injury or death caused by Product defect, liability is capped at ten lakh Indian Rupees per incident or our insurance coverage, whichever is lower. This does not affect your statutory rights under Consumer Protection Act for gross negligence.

Excluded Liabilities

We shall not be liable for spoilage after delivery due to your failure to maintain cold chain, allergic reactions when allergen information is correctly declared, health outcomes from following recipe suggestions or Product consumption, payment gateway failures or unauthorized transactions (subject to Reserve Bank of India guidelines), delivery delays due to incorrect address, recipient unavailability, or Force Majeure, data loss from your device or network issues, business losses of Business to Business Customers including lost sales or contract cancellations with their customers, or third-party vendor defaults (e.g., logistics partner negligence).

Indemnification

You agree to indemnify, defend, and hold harmless the Company, its directors, officers, employees, and agents from your breach of these Terms, your violation of applicable laws, infringement of third-party rights by your content or actions, misuse of the Platform or Products, or false claims or misrepresentations. This indemnity survives termination of your Account.

Termination and Suspension

Termination by You

Business to Consumer Customers may deactivate their Account by emailing privacy@paramdairy.com. Outstanding Orders must be fulfilled or cancelled per cancellation policy. Business to Business or Hotels, Restaurants, and Catering Customers must provide thirty days written notice for contract termination, fulfilling all pending Orders and payments.

Termination by Us

We may immediately suspend or terminate your Account without notice for breach of any provision of these Terms, failure to make payment when due (Business to Business or Hotels, Restaurants, and Catering), providing false or misleading information, engaging in fraudulent activities, infringement of our Intellectual Property, violation of Food Safety and Standards Authority of India license terms or other laws, engaging in activities that threaten our reputation, systems, or other Users, or insolvency proceedings against you.

Consequences of Termination

Upon termination, your right to access the Platform ceases immediately, all outstanding amounts become immediately due and payable, we may delete your Data per our Privacy Policy retention schedule, you must immediately return any confidential information and destroy all copies, Business to Business Customers must cease using our trademarks and return marketing materials, and any clauses intended to survive termination (including confidentiality, Intellectual Property, indemnity, limitation of liability) shall remain in full force.

Force Majeure

Force Majeure Event means any event beyond reasonable control including natural disasters (earthquakes, floods, cyclones, drought), epidemics, pandemics, government-mandated lockdowns, war, terrorism, civil unrest, riots, fires, explosions, major equipment failure, cyber-attacks, hacking of critical systems, milk supply disruption due to cattle disease (e.g., foot-and-mouth disease, lumpy skin disease), regulatory bans, export restrictions, sudden changes in food safety laws, grid failure affecting cold storage, supplier insolvency or raw material shortages, transportation strikes, fuel shortages. During Force Majeure, our obligations are suspended for the duration, delivery timelines are extended proportionately, we are not liable for failure to perform, and you remain obligated to pay for Products already delivered. We shall use commercially reasonable efforts to mitigate effects, including sourcing from alternative suppliers or adjusting production schedules. If Force Majeure continues for thirty consecutive days, either party may terminate pending Orders without penalty.

Governing Law and Dispute Resolution

These Terms are governed by the laws of India, specifically the Indian Contract Act, 1872, the Information Technology Act, 2000 and rules thereunder, the Consumer Protection Act, 2019 (for Business to Consumer), the Food Safety and Standards Act, 2006 and Food Safety and Standards Authority of India regulations, the Sale of Goods Act, 1930 (for goods-related provisions), the Digital Personal Data Protection Act, 2023, and the Arbitration and Conciliation Act, 1996. All disputes shall be subject to exclusive jurisdiction of courts in New Delhi, India. You irrevocably waive any objection to this forum.

Dispute Resolution: Multi-Tier Mechanism

Negotiation: Any dispute must first be referred to mutual negotiation for fifteen days. Parties shall meet (physically or virtually) at least once to attempt resolution.
Mediation: If negotiation fails, parties shall refer the dispute to mediation under the aegis of Delhi High Court Mediation Centre or Indian Council of Arbitration. Mediation shall be concluded within sixty days.
Arbitration: If mediation fails, dispute shall be resolved by binding arbitration under Arbitration and Conciliation Act, 1996. Sole Arbitrator shall be appointed by mutual consent. If parties cannot agree within fifteen days, the Acting Chief Justice of Delhi High Court shall appoint. Language: English. Seat: New Delhi. Governing Rules: The Arbitration and Conciliation Act, 1996, and the rules framed thereunder. For claims below ten lakh Indian Rupees, arbitration shall be conducted under Fast Track provisions with limited discovery and a six-month timeline. Arbitration proceedings and awards are confidential. Costs shall be borne by the losing party, unless the arbitral tribunal decides otherwise based on conduct of parties.
Consumer Courts: Business to Consumer Customers may approach Consumer Disputes Redressal Commissions under Consumer Protection Act, 2019. However, if you opt for arbitration, you waive this right.
Food Safety and Standards Authority of India Grievances: Product quality complaints may also be lodged with Food Safety and Standards Authority of India’s Food Safety Connect App, which runs parallel to this dispute resolution process.

Prior to arbitration or court proceedings, parties agree to attempt resolution through good faith negotiations. Informal Negotiation: Either party may initiate by sending written notice describing the dispute and proposing resolution. Parties shall make reasonable efforts to resolve within thirty days. Mediation (Optional): If unable to resolve, may mutually agree to mediation before a neutral third-party mediator. Failure to resolve through negotiation or mediation shall not preclude pursuing arbitration or court proceedings.

Class Action Waiver

To the extent permitted by applicable law, you agree that all disputes shall be resolved on an individual basis and not as a class action, representative action, or consolidated proceeding. You waive any right to participate in any class action or class arbitration against the Company. If any court or arbitrator determines that the class action waiver is void or unenforceable, or that an arbitration can proceed on a class basis, then the arbitration provision shall be deemed null and void, and the dispute shall be resolved exclusively by the courts.

Assignment and Novation

You may not assign, transfer, or novate your rights or obligations under these Terms without our prior written consent. We may assign our rights to affiliated companies (Param India Limited group), banks and financial institutions as security for credit facilities, successors-in-interest in case of merger, acquisition, or demerger, or third-party service providers for collection of dues. Change of Control: If you undergo change of management (greater than fifty percent shareholding change), you must notify us within seven days. We may terminate the agreement at our discretion.

Entire Agreement, Waiver, and Severability

These Terms, together with Privacy Policy, Cookie Policy, Business to Business or Hotels, Restaurants, and Catering Service Agreements, and Order Confirmations, constitute the entire agreement and supersede all prior oral or written communications. No waiver of any breach shall constitute waiver of any subsequent breach. Rights may be waived only by explicit written instrument. If any provision is held invalid by a court of competent jurisdiction, it shall be severed without affecting remaining provisions, parties shall negotiate a valid substitute provision reflecting original intent, and blue-pencil doctrine applies to modify unenforceable clauses to minimum extent necessary. No term shall be implied against us under any statute or custom.

Notices and Communications

All notices must be in writing and delivered by email to info@paramdairy.com (for general) or dpo@paramdairy.com (for privacy), registered post to Param Tower, 11/5B, Pusa Road, New Delhi – 110005, courier with acknowledgment of receipt, or WhatsApp to business verified number (for Business to Business or Hotels, Restaurants, and Catering). Notices are deemed served: email when acknowledged or twenty-four hours after sending (if no bounce), post seven days after dispatch, courier on delivery date. You must keep your contact details updated in your Account. We are not liable for non-receipt of notices due to outdated information.

Recipe Content Disclaimer

Recipe suggestions on our Platform are purely for informational and promotional purposes. Recipes do not constitute medical or nutritional advice, professional culinary training, or guarantee of specific health outcomes. Recipes may contain allergens (milk, nuts, gluten). You are responsible for verifying ingredient safety for your dietary needs. Results depend on individual skill, equipment quality, ingredient freshness, and adherence to instructions. We are not liable for unsatisfactory results.

Survival

The following provisions survive termination: Intellectual Property rights, confidentiality obligations, payment obligations for delivered Products, limitation of liability, indemnification obligations, dispute resolution mechanism, and governing law and jurisdiction.

Sector-Specific Compliance Certifications

Additional Provisions for International Users

If you access our Services from outside India, you do so at your own risk and are responsible for compliance with local laws. Import duties, customs clearance, and regulatory compliance in your country are your sole responsibility. We are not liable for seizure by customs or regulatory authorities. Disputes shall still be governed by Indian law and Delhi jurisdiction. You consent to cross-border data transfer as per Section 16 of Digital Personal Data Protection Act.

Whistleblower Policy

If you observe unethical practices, bribery, or regulatory violations within our operations, report confidentially to email: whistleblower@paramdairy.com (accessible only to Audit Committee) or phone: +91-11-2582 0073 (twenty-four by seven ethics hotline). We prohibit retaliation against whistleblowers and maintain confidentiality.

Schedules and Annexures

These Terms incorporate by reference: Schedule A: Business to Business Credit Application Form and Terms, Schedule B: Hotels, Restaurants, and Catering Service Level Agreement, Schedule C: Distributor Code of Conduct, Schedule D: Product-Specific Warranty Terms, Schedule E: Privacy Policy and Data Processing Agreement.

Contact Information

Customer Service (Business to Consumer): Phone:1800-11-1115 (Monday-Saturday, 9 AM – 6 PM), Email: param@paramdairy.com
Business to Business and Hotels, Restaurants, and Catering Support: Phone: 1800-11-1115 (Monday-Saturday, 10:00 AM – 06:00 PM), Email: param@paramdairy.com
Grievance Officer: Mr. Rajesh Sharma, Compliance Head, Email: dpo@paramdairy.com, Address: Param Tower, 11/5B, Pusa Road, New Delhi – 110005
Registered Office: Param Dairy Limited, Param Tower, 11/5B, Pusa Road, New Delhi – 110005, Corporate Identification Number: U74899DL1990PLC041329
Food Safety and Standards Authority of India License: [Display prominently]
Customer Care Helpline: 1800-11-1115 (Toll-free)

Acknowledgment and Electronic Signature

By clicking “I Agree,” placing an Order, or using our Services, you acknowledge you have read, understood, and accepted these Terms, confirm you are legally competent to contract, consent to electronic communication and records, affirm that these Terms are supplementary to your Business Agreement (if Business to Business or Hotels, Restaurants, and Catering), and waive any defense based on lack of physical signature. Your electronic signature has the same legal effect as a handwritten signature under the Information Technology Act, 2000.

Interpretation and Construction

Headings are for convenience only and shall not affect interpretation. Words importing singular include plural and vice versa. Masculine includes feminine and neuter. “Including” means “including without limitation”. References to statutes include amendments and re-enactments. In case of conflict between English version and translated versions, English version prevails.

Final Provisions

No Partnership or Joint Venture: Nothing in these Terms shall be deemed to create a partnership, joint venture, agency, franchise, employment, or fiduciary relationship between you and the Company.
Compliance with Export Control Laws: If purchasing Products for export or resale outside India, you are responsible for compliance with all applicable export control laws, customs regulations, and import requirements of the destination country.
Anti-Bribery and Anti-Corruption: You agree to comply with all applicable anti-bribery and anti-corruption laws, including the Prevention of Corruption Act, 1988. You shall not offer, promise, give, or authorize any payment, gift, or anything of value to any government official or other person for the purpose of obtaining or retaining business or securing an improper advantage.
Taxes and Duties: You are responsible for all taxes, duties, levies, and assessments (other than taxes based on the Company’s income) arising from your purchase or use of the Products or Services, including but not limited to sales tax, use tax, value-added tax, customs duties, and excise duties.
Cumulative Remedies: The rights and remedies provided under these Terms are cumulative and not exclusive of any rights or remedies provided by law or in equity.
Time is of the Essence: Unless otherwise specified, time shall not be of the essence with respect to the performance of obligations under these Terms. However, where specific timelines are provided for payment, delivery, or other critical obligations, parties shall use reasonable efforts to comply with such timelines.
Electronic Communications: You consent to receive communications from the Company electronically, including by email, short message service, or posting notices on the Website. You agree that all agreements, notices, disclosures, and other communications provided electronically satisfy any legal requirement that such communications be in writing.

Independent Legal Advice: The Company recommends that you seek independent legal advice before agreeing to these Terms, particularly if you are a business entity entering into substantial commercial arrangements. You acknowledge that you have had the opportunity to review these Terms, seek legal counsel if desired, and that you fully understand and accept the terms and conditions set forth herein.