Effective Date: 25 October 2026

1. Introduction and Scope

QTM provides technology solutions that enable independent vendors to manage their online stores, receive orders, facilitate online payments and manage order-related operations.

Products listed on QTM-powered websites are supplied by the respective vendors. Orders may be fulfilled directly in-store or delivered by the vendor within its designated delivery area.

The applicable complaint and refund process depends on the order fulfilment method and payment method, as described in this policy.

2. Orders Placed Through the Platform with Online Payment

For orders placed through a QTM-powered platform where online payment is made through the platform’s integrated payment facility, customers may raise order-related complaints through the available support channel.

The vendor remains responsible for product quality, preparation, packaging and delivery. QTM may facilitate complaint handling, order verification, technical support and payment coordination.

2.1 Customer Refusal to Accept an Order

If the vendor delivers the correct order and the customer refuses to accept it for personal reasons, a change of mind or reasons unrelated to product quality or order accuracy, no refund will ordinarily be provided.

This condition applies where the order has been correctly prepared and fulfilled and the products are as described, subject to applicable consumer protection laws.

2.2 Eligible Refund and Resolution Requests

Customers may request a resolution in circumstances such as:

• The order was paid for but was not fulfilled.
• The vendor cancelled the order or was unable to fulfil it.
• The product received was incorrect, damaged, defective, spoiled or materially different from its description.
• A duplicate payment or other payment discrepancy occurred.
• A refund or other remedy is required under applicable law.

Each complaint will be reviewed according to the circumstances of the order and applicable law. Depending on the issue, an appropriate resolution may include a replacement or refund.

3. Orders Paid Offline or Fulfilled Directly In-Store

For orders paid through cash, UPI or another payment arrangement directly with the vendor, or orders fulfilled and resolved directly at the store, the vendor is responsible for handling customer complaints and providing an appropriate resolution.

Customers should contact the respective vendor directly regarding returns, refunds, cancellations, product quality, order accuracy and other fulfilment issues.

QTM may provide technical assistance where a platform-related issue is involved but does not ordinarily manage the vendor’s offline payments or in-store resolution process.

Nothing in this section limits any rights customers may have under applicable law.

4. Delivery and Failed Delivery

The respective vendor is responsible for preparing orders and delivering them within its designated service area, either directly or through its designated delivery partner.

Customers are responsible for providing accurate delivery information and being available to receive their orders.

If delivery fails because the customer is unavailable, refuses to accept a correctly fulfilled order, or provides incorrect delivery details, a refund will not ordinarily be provided, subject to applicable law and the specific circumstances.

If the vendor fails to deliver or fulfil a prepaid order as agreed, the customer may be eligible for a refund or another appropriate remedy.

5. Product Returns

Returns are subject to the nature of the product, the applicable vendor policy and applicable consumer protection laws.

Food, sweets, groceries and other perishable products generally cannot be returned simply because a customer changes their mind or refuses to accept a correctly fulfilled order.

However, customers may report issues involving damaged, spoiled, defective, incorrect or materially misdescribed products for an appropriate resolution.

For non-perishable products, the applicable vendor-specific return policy will apply, subject to statutory rights.

6. Refund Processing

For eligible online-paid orders, approved refunds will be processed through the applicable merchant and payment gateway arrangements.

The time required for a refund to appear in the customer’s account depends on the payment provider and the customer’s bank. Applicable legal and regulatory timelines will be followed.

For offline-paid orders, the vendor is responsible for arranging any eligible refund directly with the customer.

7. How to Raise a Complaint

7.1 Product and Fulfilment Complaints

For product quality, missing items, incorrect orders, preparation, packaging and delivery complaints, customers should first contact the respective vendor using the contact information displayed on the store website.

7.2 Platform and Online Payment Complaints

For website functionality, order placement, technical issues or online payment discrepancies, customers may contact QTM using the support details below.

Please provide the order number, registered contact details, a description of the issue and supporting photographs or other evidence where applicable.

QTM Support Email: support@qtmapp.com

QTM may coordinate with the relevant vendor and payment service provider to investigate online order and payment issues.

8. Grievance Redressal

Customers may submit platform-related complaints to QTM at support@qtmapp.com.

Complaints will be acknowledged and addressed within the timelines prescribed by applicable law.

Vendor-related complaints should be directed to the respective vendor in the first instance. Where necessary, QTM may facilitate communication between the customer and the vendor.

9. Limitation of Platform Role

QTM provides technology and platform services to enable vendors to manage their stores, receive orders and facilitate related online operations.

Vendors are responsible for their products, pricing, availability, preparation, packaging and fulfilment. The actual responsibilities of QTM and the vendor will depend on the transaction and applicable law.

Nothing in this policy excludes or limits any obligation or liability that cannot lawfully be excluded or limited.

10. Amendments to This Policy

QTM may update this policy from time to time to reflect changes in platform operations, vendor arrangements or applicable legal requirements.

The updated policy will be published on the relevant website with its effective date.

Customers are encouraged to review this policy before placing an order.