Network Participant Name: uEngage
Network Participant Role: Seller App
ONDC Support Email: support@uengage.in
Purpose This document outlines the key operational policies and procedures for uEngage as a Seller App within the ONDC ecosystem. It is intended to guide network participants in understanding how various transactions and interactions are handled.
Preference uEngage commits to impartiality and does not offer preferential treatment to any specific Buyer App. All interactions related to search, selection, initiation, and confirmation of queries will be handled with equal fairness across Buyer Apps.
Order Cancellation by Customer Orders placed by customers through the Buyer App are considered final. uEngage does not support cancellations initiated by customers after the order has been placed.
Order Cancellation by Buyer App Buyer Apps are not permitted to cancel orders once initiated. If a cancellation is required, payment settlement must be made to uEngage without deductions for processing fees.
Order Cancellation by uEngage uEngage or the Merchant may cancel orders due to product unavailability or other factors preventing order fulfilment. In such cases, the Buyer App is responsible for initiating a refund to the customer equivalent to the order value.
Complaints Related to Food Quality/Taste Refunds will not be issued for complaints about food quality or taste, as these are subjective. uEngage will engage with the merchant to address concerns for future improvement.
Items Damaged Due to Mishandling If items are damaged due to mishandling, the Buyer App must provide photographic evidence. uEngage will review the evidence and investigate with logistics and the merchant, with a resolution provided within 24 hours. Refunds, up to 100%, may be offered depending on the investigation outcome.
Items Missing In case of missing items, the Buyer App must submit satisfactory proof to uEngage. uEngage will investigate the claim and provide a resolution within 24 hours. Refunds may be issued up to the full value of the missing items on a case-by-case basis.
Order Not Accepted by the Customer or Incorrect Delivery Location If the customer refuses the order or if the delivery address is incorrect, the Buyer App will be liable to pay the full order value, including any delivery charges, to uEngage.
uEngage is committed to maintain a fair and impartial business environment by ensuring equal opportunities and treatment for all Buyer Apps within our network. Uengage commits that our operations, processes, and services are designed to promote neutrality and non-discrimination. As a participant on ONDC, Uengage stands firm in our commitment to uphold the principle of neutrality and equal treatment.
The Collaborations with Buyer Apps and uEngage will be established based on objective criteria, which includes but is not limited to:
1. Service quality
2. Order volumes
3. Promotional activities
4. Other operational metrics
Notwithstanding, uEngage reserves the right to offer discounted network logistics to Buyer Apps,which generate over 1,000 orders per day, provided that the Logistics Service Provider (LSP) assumes responsibility for cancellations.
For Buyer Apps, which do not meet this threshold, off-network logistics prices will be applicable, as determined by distance and availability.
uEngage does not engage in any differentiation between search requests originating from different Buyer Apps.
uEngage ensures that all Buyer apps, without any exception enjoy equal access to the features provided by our App to ensure an unbiased environment.
uEngage does not practise any form of differential treatment among buyer apps but reserves the right to discounted network logistics as per Part B above.
Any penalties or deductions from payments must be communicated to the Buyer App via email or IGM on a daily basis.
Refund confirmation by uEngage shall not exceed 24 working hours post-approval.
uEngage will not process refunds in situations not covered explicitly in this document. In such cases, the Buyer App is required to settle the full order amount with uEngage per the agreed payment cycle.
By using the uEngage Seller App within the ONDC platform, all network participants agree to abide by these terms and policies.
This version maintains clarity and structure while addressing all necessary elements for network participants.