Burbn Money Back Guarantee

The Burbn Money Back Guarantee (the “Guarantee”) applies to eligible orders placed and paid for through Burbn checkout — on the website at scrolling.in or in the Burbn mobile application (together, the “Platform”). It covers three things going wrong: the order does not arrive, the item that arrives does not match the listing, or the seller does not honour the returns window stated on their own listing.

Which means: if one of those three things happens and you tell us in time, you get your money back — the price you paid for the item and the original delivery charge — and we recover that money from the seller rather than leaving you to chase them for it.

Burbn operates as a marketplace intermediary. The contract of sale for every order is formed between the customer and the relevant seller, and the seller bears primary responsibility for the goods, their description, and their conformity. Under this Guarantee, Burbn administers claims, decides them on the evidence, and where a claim succeeds pays the refund and recovers the amount from the seller. Doing so does not make Burbn the seller of the goods and does not transfer the seller’s obligations to Burbn. Nothing in this Guarantee limits any right you have against Burbn or against a seller under the Consumer Protection Act, 2019 or the Consumer Protection (E-Commerce) Rules, 2020.

1. What the Guarantee Covers

Which means: three situations, and what “money back” actually means in rupees.

1.1 The three covered situations

1. The order does not arrive. The item is not delivered to the address in the order details, or is not made available for collection where you chose a pickup option. Section 4 applies.
2. The item does not match the listing. The seller sent the wrong item, a different variant, size, colour, or model than you ordered, a short or incomplete shipment, or an item that arrives broken, damaged, faulty, expired, or counterfeit and was not clearly described that way on the listing. Section 5 applies.
3. The seller does not honour the returns window on their listing. The listing states that returns are accepted, you asked to return within that window and met the return requirements, and the seller refused, ignored the request, or failed to refund after receiving the item back. Section 6 applies.

1.2 What a successful claim pays

Where a claim succeeds, the refund comprises:

• the price actually paid for the item, including the tax charged on it;
• the original delivery or shipping charge paid on the order, where one was charged;
• any cash-on-delivery handling fee charged on the order; and
• the cost of return shipping, where Section 7 puts that cost on the seller.

Where only part of a multi-item order is affected, the refund is the amount attributable to the affected items, together with the proportionate share of any delivery charge. Where a promotional discount, coupon, or offer was applied to the order, the refund is of the amount actually paid, and the offer itself is not reinstated unless the whole order is refunded.

1.3 What the Guarantee is not

• It is not a product warranty. A manufacturer’s or brand warranty is a separate promise made by that manufacturer or brand, runs for its own period, and is claimed through its own service network. This Guarantee does not extend, replace, or underwrite it.
• It is not insurance. No premium is charged for it, it covers the purchase price and delivery charge and nothing beyond them, and it does not cover consequential loss such as the cost of arranging a substitute or of an occasion missed.
• It is not a substitute for your statutory rights. Your rights under the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020 exist independently of this Guarantee, are not conditional on making a claim under it, and are not waived by using it or by a claim under it being declined. See Section 13.
• It is not a price or satisfaction guarantee. It does not cover a change of mind, a price drop after purchase, a promotion you were not eligible for, or an item that is exactly as described but not what you hoped for. A change of mind is dealt with by the Returns Policy.

2. Eligibility

Which means: what you have to have done for a claim to be considered, and what the seller is on the hook for.

2.1 What the customer must satisfy

1. The purchase was completed and paid for through Burbn checkout on the Platform, using one of the payment methods in Section 2.3.
2. You raise the claim within the time frame set for that situation in Section 4, 5, or 6, and respond to requests for information within the period stated in the claim.
3. The item is not an excluded item, and no exclusion in Section 3 applies to the situation.
4. You are not pursuing the same issue on the same order through another route at the same time. Section 12 explains why, and what happens if you do.
5. Where the claim concerns an item that has to go back, you meet the return requirements in Section 7.

A claim is assessed on the evidence available to Burbn, including order and payment records, courier scans and tracking, the seller’s response, and anything either party provides. Where a claim is declined, Burbn records the reason and communicates it, and you may appeal under Section 11. A decision is a reasoned assessment on evidence, not an unfettered discretion.

2.2 What the seller is responsible for

For every order on the Platform, the seller is responsible for:

• delivering the item described in the listing, to the address in the order details, within the delivery estimate shown at checkout;
• honouring the returns window stated on the listing and the applicable return window under the Returns Policy;
• responding to a reported problem within the period in Section 4, 5, or 6, and offering a resolution;
• bearing the cost of return shipping where Section 7 puts it on them; and
• reimbursing Burbn for any refund Burbn pays on their behalf under this Guarantee, as set out in Section 10.

These obligations are seller obligations under the Seller & Merchant Agreement and this Guarantee is the customer-facing statement of them. A seller cannot contract out of them by wording on a listing, in a message, or on an invoice. Any such wording is of no effect as against the customer.

2.3 Payment methods within the Guarantee

Covered, when the payment was completed through Burbn checkout:

• UPI, including UPI collect, intent, autopay and UPI Lite;
• credit card, debit card, prepaid card, and card-based EMI;
• net banking and bank-to-bank transfer initiated inside checkout;
• prepaid wallets and prepaid payment instruments offered at checkout;
• pay-later, EMI, and credit-line products offered at checkout;
• Burbn Balance, Burbn gift cards, promotional credit, and cashback applied at checkout; and
• cash on delivery, where the order was placed on the Platform and the cash was collected by the assigned delivery partner against the order.

3. Exclusions

Which means: a closed list. It can shrink at any time; it can only grow with notice, and never backwards.

3.1 Excluded items and transactions

• Any order where part of the payment moved outside Burbn checkout, as described in Section 2.3.
• Services rather than goods, including bookings, appointments, consultations, installation, repair, and training arranged with a provider.
• Digital and intangible items delivered electronically, including vouchers, activation codes, licences, subscriptions, and in-app credit.
• Burbn Balance top-ups, gift cards, and other stored-value instruments, which are governed by their own terms.
• Real estate, financial products, insurance, securities, and anything whose transfer requires a licence or registration.
• Motor vehicles requiring registration, and industrial or heavy equipment requiring commissioning or installation.
• Orders where you arranged your own courier, freight forwarder, or mail redirection, or where a third party collected the item on your behalf. Coverage ends at the point the item is handed to a carrier you appointed.
• Perishable goods where the claim is raised after the use-by or best-before date printed on the pack.
• Complaints about price, discount, promotional eligibility, or a price change after purchase.
• Damage, loss, or deterioration occurring after delivery, ordinary wear, and damage caused by misuse or by use beyond what was needed to check the item.
• A change of mind, which is dealt with by the Returns Policy rather than by this Guarantee, except where limb three in Section 1.1 applies.

3.2 Categories with their own route

Some categories are not excluded, but the remedy for them is fixed by the Returns Policy rather than by this Guarantee.

• Smartphones. The Returns Policy makes smartphones a replacement category, with a shorter window for a device that is dead on arrival or physically damaged on delivery, because the unboxing evidence has to relate to the opening of the package. A non-delivery claim on a smartphone is dealt with under Section 4 of this Guarantee in the ordinary way. A does-not-match claim is dealt with as a replacement under that Policy, and falls back to a refund in the circumstances that Policy identifies, including where no replacement can be delivered within a reasonable period or where a refund is required by law.
• Items sold as defective, incomplete, or for parts. Where the listing clearly and prominently described the fault, that fault is not a mismatch. Any different or additional fault is.
• Items that cannot lawfully or safely be shipped back, including goods classified as hazardous for transport, and items with strong indicators of being counterfeit. Where a claim on such an item succeeds you are refunded without being required to return it, and where the item appears to be counterfeit you must not resell it and must follow Burbn’s instructions on disposal.

4. When the Order Does Not Arrive

Which means: report it once the delivery date has passed. If the seller cannot show it was delivered, you are refunded in full.

A seller must deliver to the address in the order details, or make the item available for collection where you selected a pickup option. If neither happens, you are entitled to a full refund of the item price and the original delivery charge.

4.1 Actions and time frames

4.2 How the outcome is decided

Burbn looks for evidence of successful delivery, or proof that you collected the item.

Evidence of delivery. All of the following are required:

• a tracking number from a courier integrated with the Platform, recorded against the order, showing a pickup scan before the latest estimated delivery date;
• a status of delivered, or of attempted delivery, from that courier;
• the date of delivery or attempted delivery;
• a recipient address whose PIN code matches the PIN code in the order details, or failing that, whose city or district matches; and
• for orders of INR 50,000 or more in total, delivery confirmed by one-time password or by the recipient’s signature.

Proof of collection. Where you chose a pickup option, evidence may be the order details signed by you at collection, or the delivery partner or store having scanned or entered your pickup code at the time you collected.

If Burbn determines the item was not successfully delivered or collected, you are refunded the full item price and the original delivery charge, and Burbn recovers that amount from the seller under Section 10. Tracking that a seller entered manually, that comes from a courier not integrated with the Platform, or that cannot be independently verified, does not on its own establish delivery.

4.3 Exclusions and special coverage

5. When the Item Does Not Match the Listing

Which means: wrong, broken, incomplete, expired, or fake. You can send it back for a full refund even if the listing says no returns.

A seller must deliver the item as described on the listing. If you receive the wrong item, or the item arrives broken, damaged, faulty, incomplete, expired, or counterfeit and was not clearly described that way, you are entitled to return it for a full refund even where the listing states that the seller does not accept returns. That entitlement is not the seller’s to give or withhold.

You and the seller may agree a different resolution, such as a replacement, or a partial refund with you keeping the item. Any such agreement is recorded against the claim. It does not prejudice your position if the seller then fails to perform it, and a failure to perform an agreed resolution is treated as a failure to resolve the original claim.

5.1 Actions and time frames

5.2 How the outcome is decided

Burbn considers all of the following:

• whether each of you met the return requirements in Section 7 and acted within the time frames above;
• whether the listing complied with Burbn’s listing rules, including the accuracy of its description, images, and mandatory declarations;
• whether the item can lawfully and safely be shipped back; and
• proof of return delivery, where the item was returned.

Where Burbn determines the seller did not meet their obligations, you are refunded the full item price and the original delivery charge, the seller reimburses Burbn under Section 10, and depending on the item you may not be required to return it. Where Burbn determines you did not meet the return requirements, the refund may be reduced or declined, and the reason is recorded. A return that fails the quality check described in the Returns Policy is assessed under that Policy.

Burbn may review a return request before passing it to the seller. Where the evidence does not support a mismatch, Burbn may decline the request under this Guarantee and tell you why. If the listing offers returns, you may still return the item under the seller’s stated window and the Returns Policy; declining a Guarantee claim does not remove that route.

5.3 Exclusions and special coverage

6. When a Seller Ignores Their Returns Window

Which means: if a listing says returns are accepted, that is a promise. This is what happens when the seller does not keep it.

Where a listing states that the seller accepts returns, you may return within that window for the reasons that window covers, including simply changing your mind. The seller must then accept the return and refund you. The seller may exclude the original delivery charge from a change-of-mind refund, provided the listing said so.

Where the listing does not offer returns, or a change-of-mind request falls outside the stated window, the seller may accept or decline it. If they accept, the return proceeds as if the listing had offered returns, and the obligations in this Section apply to it from that point. Nothing in this Section affects the applicable return window under the Returns Policy, which applies irrespective of what the listing says.

6.1 Actions and time frames

6.2 How the outcome is decided

Burbn considers whether each of you met the return requirements in Section 7, and proof of return delivery where the item went back. Where Burbn determines the seller did not honour their stated window or their other return obligations, the claim is decided as if the item had not matched the listing, which means the refund includes the original delivery charge and the cost of return shipping falls on the seller. Where Burbn determines you did not meet the return requirements, the refund may be reduced by the original or return delivery charge, or declined, and the reason is recorded.

7. Return Requirements and Return Shipping

Which means: what each side has to do once an item is going back, and who pays for the trip.

7.1 What the seller must do

• respond within the claim and offer a resolution to the issue raised;
• honour the returns window stated on the listing;
• where the seller bears return shipping, arrange a reverse pickup or provide a return method acceptable to the customer. Burbn may arrange the pickup on the seller’s behalf and charge the cost to the seller;
• keep a current and serviceable return address on the seller dashboard. Where none is recorded, the registered address on file is used;
• issue the refund through the claim on the Platform, so that it is recorded against the order; and
• where a replacement is sent instead of a refund, record the new tracking details against the order.

7.2 What the customer must do

• return the item in the condition it was received, with its accessories, freebies, tags, warranty card, and original packaging, unless the item is one Section 3.2 or 5.3 says need not go back;
• use the pickup or return method provided. If you post it yourself instead, you take on the cost and the risk of the return reaching the seller;
• hand the item over by the date shown in the claim;
• remove your personal data from any device that stores it, format it, and disable any screen lock or account lock before returning it. A device that arrives locked cannot be assessed and the claim may be closed;
• keep images and information added to a claim relevant to the issue and compliant with the Community Guidelines; and
• where an item appears to be counterfeit, cooperate with Burbn on its disposal and neither resell it nor list it anywhere.

An item returned used, damaged, incomplete, or with parts substituted may have the loss in value deducted from the refund. A deduction must be itemised and explained, and you may challenge it under Section 11. Returning a different item from the one delivered is not a return; it is dealt with under Section 12.

7.3 Who pays for return shipping

Where the seller bears the cost and Burbn arranges the pickup, the cost is charged to the seller separately and is not deducted from your refund. Where the seller sends you money to arrange the return yourself, that amount is not reimbursed to the seller by Burbn even if you then decide not to return the item.

7.4 Proof of return delivery

Returns should travel on a tracked service that can be verified independently. All of the following are required to establish that a return arrived:

• a status of delivered, or of attempted delivery, from the courier;
• the date of delivery or attempted delivery;
• a recipient address whose PIN code, city, or district matches the seller’s recorded return address; and
• for items of INR 50,000 or more, confirmation by one-time password or by signature.

If the party responsible for return shipping does not use a service meeting these requirements, a claim may be decided against that party if the returned item does not arrive. Where Burbn arranged the pickup, the risk of the return in transit is not yours.

8. Which Delivery Date Applies

Which means: the deadlines above run from a date. This is which one, so nobody has to guess.

Time frames in this Guarantee run either from the estimated delivery date, meaning the latest date in the delivery estimate shown to you at checkout, or from the actual delivery date, meaning the date the courier confirms delivery or the date you collected the item.

The rule is deliberately the one that gives the customer the longer period in each case: a late delivery does not shorten your window, and a missing scan does not either. Estimated delivery timelines shown on the Platform are indicative and are provided by sellers and logistics partners, as the Shipping & Delivery Policy states. That they are indicative affects whether a delay is a breach; it does not affect their use as the reference date for these time frames.

9. Refunds

Which means: where the money goes, and how long it takes to get there.

9.1 How the refund is paid

• For a prepaid order, to the original payment method and the same instrument the payment came from. Where that instrument is closed, expired, or otherwise cannot receive the credit, Burbn will offer a verified bank account or UPI handle in your name, or Burbn Balance, at your choice.
• For a cash-on-delivery order, there is no original instrument to credit, so you choose between a verified bank account or UPI handle in your name and Burbn Balance.
• Where Burbn Balance, a gift card, promotional credit, or cashback formed part of the payment, that part is returned to the same form it came from, and the rest to the instrument it came from.

Burbn will not credit a refund to a bank account or UPI handle that does not belong to the account holder who placed the order. This is a fraud control rather than an obstruction: a refund route that can be pointed at a third party is the route an account takeover uses.

9.2 When the refund is paid

• Where a claim is decided in your favour, Burbn initiates the refund within 2 business days of the decision.
• Where the claim involved a return, the trigger is the seller receiving the item and any quality check clearing it, or return tracking showing delivery, whichever comes first.
• Once initiated, the time for the money to reach you is the time stated in the Returns Policy for that refund method. That Policy is the single source for those timelines, and the instant-refund route it describes applies to Guarantee claims on cash-on-delivery orders on the same conditions.

Burbn does not wait to recover from the seller before paying you. Recovery under Section 10 is a matter between Burbn and the seller, and a delay or failure in recovering does not delay or reduce your refund. That is the substance of the Guarantee: the collection risk sits with Burbn.

9.3 Taxes, charges, and amounts not covered

• A refund is of the amount actually paid, inclusive of the tax charged on the order. Tax credits and adjustments are handled between Burbn, the seller, and the tax authorities and are not your responsibility.
• Where a promotional discount, coupon, or offer was applied, the refund is of the amount paid after that discount. A coupon consumed on a refunded order is reinstated where the whole order is refunded and the coupon has not since expired.
• Burbn does not compensate for a loss arising from a currency conversion rate, or from a fee, charge, or interest applied by your bank, card issuer, or credit provider. Where you paid on EMI or a credit line, interest or charges already levied by the provider are a matter between you and that provider.
• Burbn does not compensate for consequential loss, including the cost of arranging a substitute, loss of use, or an occasion missed. Section 1.3 explains why the Guarantee is bounded this way.

9.4 Failed payment transactions

A failed transaction is different from a refund. It is a payment debited from you without a corresponding credit, so no order was created and there is nothing to claim under this Guarantee. Reversal of such a debit, and the compensation payable where reversal is late, are governed by the Reserve Bank of India circular on Harmonisation of Turn Around Time (TAT) and customer compensation for failed transactions using authorised Payment Systems dated 20 September 2019, and the obligation to pay both rests on the bank or payment system operator concerned rather than on Burbn or the seller. Burbn will provide the transaction reference and payment records you need to pursue it, and will raise the matter with the payment provider on your behalf. Where a debit reached Burbn but no order was created, Burbn returns it to the source instrument without requiring a claim.

10. Seller Payment Holds and Recovery

Which means: how Burbn gets the money back from the seller. Included so the mechanism is not a surprise to either side.

• Holds. Where a non-delivery report, a return request, or a Guarantee claim is open on an order, the seller’s payout for that order may be held, on the basis set out in the Seller & Merchant Agreement.
• Reimbursement. Where Burbn refunds you on a seller’s behalf, Burbn recovers the amount from the seller by deduction from payouts, from the reserve held under that Agreement, by invoice, or by any other lawful means.
• Effect on you: none. Recovery is between Burbn and the seller. A refund already paid to you is not reversed, reduced, or reclaimed because recovery from the seller failed, the seller disputed it, or the seller ceased trading.
• If a seller successfully appeals. The consequence falls on the recovery, not on you: Burbn releases the amount back to the seller and bears it. The only exception is where your claim is found to have been fraudulent or abusive, which Section 12 deals with separately.
• Processing errors. Where Burbn discovers that it has credited or debited an amount in error, it may correct the error against the same instrument, and will tell you what it corrected and why.

11. Appeals and Extensions

Which means: a decision is not the end of the road, and a deadline is not always absolute.

11.1 Appeals

• Either you or the seller may appeal a decision within 30 calendar days of being notified of it.
• An appeal is considered by someone other than the person who made the original decision, and may ask for further documents from either side.
• The outcome of an appeal is communicated with reasons. Burbn may adjust the refund, the recovery from the seller, or both.
• An appeal under this Section is an internal review. It does not restrict, replace, or postpone the statutory routes in Section 13, and you do not have to exhaust it before using them.

11.2 Extensions

Burbn may extend a time frame in this Guarantee. Extensions fall into two kinds:

• Individual, taking account of the delivery location, the courier used, whether tracking was available at all, a longer window offered by the seller, a suspected fraud requiring investigation, or the circumstances of the person making the claim.
• Regional, applying to everyone affected by a disruption such as a natural disaster, a public-health measure, a strike, a network or banking outage, or an act or order of a government or regulator. These are announced on the Platform.

An extension only ever lengthens a period available to a customer or a seller. Burbn does not use this Section to shorten one. Where a time frame is missed for a reason of the kind listed above and no extension was announced, say so when you raise the claim and it will be considered on its facts.

12. Loss of Coverage

Which means: the Guarantee is for genuine claims. Here is what forfeits it.

12.1 One route at a time

You may not pursue the same issue on the same order through more than one recovery route at the same time. Where you raise a chargeback or a dispute with your bank, card issuer, or payment provider on a transaction, Burbn may close any Guarantee claim on that transaction, whether the chargeback is for the whole amount or part of it.

This is not a penalty and it is not a waiver of anything. Two parallel processes on one transaction can produce two refunds for one loss, and the mechanism for unwinding that lands on the customer. Choose one route and, if it does not resolve the matter, the other remains available: closing a Guarantee claim because a chargeback was raised does not bar you from returning to this Guarantee if the chargeback is declined, and time spent on the chargeback is not counted against you.

12.2 Conduct that forfeits coverage

An otherwise eligible order is not covered where the claim on it is fraudulent or abusive. That includes:

• claiming non-delivery where there is verified evidence of delivery to the address in the order details;
• claiming that an item did not match the listing when it did;
• returning a different item, an empty package, a substituted or lower-value item, or an item with parts removed;
• using or damaging an item and then returning it as though it arrived that way;
• raising a chargeback after having already been refunded for the same order;
• opening duplicate claims for the same issue across different routes or accounts;
• colluding with a seller to misdeclare the value, nature, or origin of an item; and
• a pattern of claims across orders that, taken together, is not consistent with genuine purchasing.

12.3 Consequences, and the limits on them

• Coverage may be withdrawn for the order concerned, and in serious or repeated cases for the account.
• Access to claims, returns, refunds, or cash on delivery may be restricted, and the account may be suspended under the Terms of Service.
• A refund already paid may be recovered, and Burbn may set the amount off against balances it holds for you.
• Where conduct amounts to an offence, Burbn may report it and produce its records to the authorities.

A finding under this Section is made on evidence, is recorded with reasons, and is notified to you. It carries a right of appeal under Section 11, and coverage is not withdrawn for a declined claim, a mistaken claim, or a claim that simply turned out to be unfounded. Voluntarily closing a claim ends that claim and nothing more; it does not affect coverage on other orders.

13. Grievances, Escalation, and Amendment

Which means: who to write to inside Burbn, and the routes outside Burbn that this Guarantee cannot touch.

Raise a claim from the order in your purchase history, or through support@scrolling.in. If you are not satisfied with how a claim was handled, the grievance route and the named Grievance Officer, with the acknowledgement and disposal deadlines that apply to them, are set out in the Grievance Redressal clause in the Standard Legal Terms below.

Nothing in this Guarantee restricts your right to approach a District, State, or National Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019, the Central Consumer Protection Authority, the Grievance Appellate Committee constituted under the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, an ombudsman under the Reserve Bank – Integrated Ombudsman Scheme, 2021 in respect of a payment-system grievance, or any other competent authority. You are not required to make a claim under this Guarantee, or to exhaust an appeal under Section 11, before doing so. A claim declined under this Guarantee does not decide, and is not evidence of, your rights under law.

Sellers on the Platform are obliged, under the Consumer Protection (E-Commerce) Rules, 2020, not to refuse to take back goods or to refuse to refund the consideration where goods are defective, deficient, spurious, or not of the characteristics or features advertised, and not to adopt any unfair trade practice. This Guarantee is the mechanism through which Burbn enforces those obligations against sellers on a customer’s behalf, and adds to them rather than standing in their place.

13.1 Amendment

Burbn may amend this Guarantee. An amendment that widens coverage or removes an exclusion may take effect on publication. An amendment that narrows coverage, adds an exclusion, or shortens a time frame takes effect only after reasonable advance notice published on the Platform, and does not apply to an order already placed. The version of this Guarantee in force on the date an order was placed governs that order. Burbn retains superseded versions and will make the version applicable to a given date available on request.

14. Order of Precedence

Which means: If two Burbn documents disagree, this list decides which one wins, so the answer is the same no matter which document you read first.

this Guarantee forms part of a single set of contractual documents governing use of the Burbn platform. Where a conflict or inconsistency arises between this Guarantee and any other document in that set, the conflict shall be resolved by applying the following order of precedence, in descending order of authority:

1. any separately signed written agreement between Burbn and the relevant party, but only for the programme it covers and only to the extent of the conflict
2. the Terms of Service
3. the Merchant Agreement, for matters concerning sellers
4. the Creator Policy, for matters concerning creators
5. the Privacy Policy and the Camera Effects and AR Lenses notice, for matters concerning personal data
6. the Community Guidelines and Content Policy
7. the Returns, Exchange and Refunds Policy, the Burbn Money Back Guarantee, the Shipping and Delivery Policy, and the Cookie Policy
8. any other notice, help-centre article, dashboard text, or in-product copy

A document lower in this order does not narrow, qualify, or waive a right or obligation created by a document higher in it. Where a document lower in the order is silent on a matter addressed by a higher document, the higher document applies. Headings, summaries, and any explanatory text introduced by the words "Which means" are provided for readability only, do not form part of the operative terms, and do not limit the provisions they accompany.

No statement made in help-centre articles, dashboard copy, in-product text, marketing material, or by any employee or agent orally shall vary this Guarantee unless recorded in a written amendment published under the modification provisions of the Terms of Service.

15. Platform Role and Intermediary Status

Which means: Burbn runs the marketplace and the app. It does not manufacture, own, or sell the products listed on it, and it does not author the content users post.

Burbn operates as an intermediary within the meaning of the Information Technology Act, 2000 and as a marketplace e-commerce entity within the meaning of the Consumer Protection (E-Commerce) Rules, 2020. Burbn provides a technology platform that enables independent third-party sellers to list and sell goods, and enables users to publish content, communicate, and transact.

1. Burbn does not manufacture, import, stock, own, inspect, or take title to any product listed on the platform, except where a listing expressly and prominently identifies Burbn as the seller of record. The contract of sale for every other listing is formed directly and exclusively between the buyer and the relevant seller.
2. Burbn does not originate, select, author, commission, or modify user content, and does not exercise editorial control over it. Any moderation, ranking, recommendation, labelling, removal, or restriction undertaken by Burbn is performed voluntarily and in good faith to protect users and to comply with law, and shall not be construed as adoption of, endorsement of, or responsibility for that content, nor as conduct displacing the protection conferred by Section 79 of the Information Technology Act, 2000.
3. Burbn observes the due diligence obligations applicable to intermediaries under the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, including publication of these documents, operation of a grievance mechanism, and removal or disabling of access to unlawful information on receipt of actual knowledge in the form of a court order or a notification by an appropriate government agency.
4. Nothing in this Guarantee creates any agency, partnership, joint venture, employment, franchise, or fiduciary relationship between Burbn and any seller, creator, logistics provider, payment provider, or user. No party may hold itself out as having authority to bind Burbn.
5. Where Burbn assists a user in a dispute with a seller, processes a refund, arranges a pickup, or applies a service standard against a seller, it does so as an administrative facility for the orderly operation of the marketplace. Such assistance does not constitute an assumption of the seller's obligations, an admission of liability, or a warranty by Burbn in respect of the goods.

16. Disclaimer of Warranties

Which means: The platform is provided as it is. Burbn does not promise it will be uninterrupted, error-free, or fit for a particular purpose you have in mind.

Without limiting the generality of the foregoing, Burbn does not warrant that:

• the platform will be uninterrupted, timely, secure, or free from error, defect, or vulnerability;
• any defect, interruption, or vulnerability will be corrected within any particular period;
• the platform, or any server or infrastructure through which it is delivered, is free of malicious code;
• any result, outcome, reach, impression count, conversion, ranking, payout, revenue, saving, or commercial benefit will be achieved;
• any estimate, forecast, projection, delivery timeline, availability indication, price comparison, or analytics figure displayed on the platform is accurate, complete, or current;
• any content, listing, review, rating, claim, or representation published by a seller, creator, or other user is accurate, lawful, or reliable; or
• any third-party service, integration, logistics provider, payment provider, or technology provider will remain available or will perform as described.

Statistical, algorithmic, and machine-learning outputs — including recommendation ranking, search results, fraud signals, view validation, and content classification — are inherently probabilistic. They are provided as operational tools and not as statements of fact, and no warranty is given as to their accuracy in any individual case.

Nothing in this clause excludes or restricts any warranty, condition, guarantee, or right that cannot lawfully be excluded or restricted, including under the Consumer Protection Act, 2019. See the clause titled "Preservation of Statutory Rights" below.

17. Limitation of Liability

Which means: There is a ceiling on what Burbn can be made to pay, and Burbn is not liable for indirect losses such as lost profits. Some liabilities cannot be limited by law and are not limited here.

17.1 Exclusion of Indirect Loss

To the maximum extent permitted by applicable law, Burbn and its affiliates, directors, officers, employees, agents, licensors, vendors, and third party service providers shall not be liable for any indirect, incidental, special, consequential, exemplary, or punitive loss or damage, nor for any loss of profit, loss of revenue, loss of anticipated saving, loss of business, loss of goodwill or reputation, loss of opportunity, loss of data, or cost of procuring substitute services, howsoever arising and whether in contract, tort including negligence, breach of statutory duty, restitution, or otherwise, and whether or not Burbn was advised of the possibility of such loss.

17.2 Aggregate Financial Cap

Subject to clause 17.4, the total aggregate liability of Burbn arising out of or in connection with this Guarantee, whether in contract, tort, breach of statutory duty, or otherwise, and whether in respect of one claim or a series of related claims, shall not exceed the greater of:

1. the total amounts actually paid to Burbn by, or paid out by Burbn to, you under this Guarantee in the 3 calendar months immediately preceding the first event giving rise to the claim; and
2. INR 5,000 (Rupees Five Thousand).

The monetary floor at sub-clause (2) applies so that the cap can never evaluate to nil. A cap capable of evaluating to nil operates as an exclusion of liability rather than a limitation of it, and is accordingly stated here as a floor so that the clause remains a genuine limitation.

17.3 Matters Outside Burbn's Control

Burbn shall not be liable for loss or damage arising from:

• any defect in, safety of, description of, quality of, legality of, or non-conformity of any product supplied by a seller;
• any act, omission, delay, misconduct, insolvency, or breach by a seller, creator, buyer, logistics provider, payment provider, technology provider, or other third party;
• any content published by a user, including any reliance placed on it;
• loss, theft, damage, misdelivery, or delay occurring in transit;
• any unauthorised access to an account arising from a failure by the account holder to keep credentials secure;
• any suspension, restriction, or removal of content, listings, features, or accounts undertaken in accordance with these documents;
• any interruption, degradation, or unavailability of the platform, including during scheduled or emergency maintenance; or
• any event falling within the clause titled "Force Majeure" below.

17.4 Liabilities That Are Not Limited

Nothing in this Guarantee shall exclude or limit the liability of either party for:

• death or personal injury caused by that party’s negligence;
• fraud or fraudulent misrepresentation;
• wilful misconduct or gross negligence;
• any liability that cannot lawfully be excluded or limited under applicable law; or
• in the case of a seller or creator, the indemnity obligations owed to Burbn.

17.5 Basis of the Bargain and Allocation of Risk

Each party acknowledges that the exclusions and limitations in this clause are a reasonable and negotiated allocation of commercial risk, that they are reflected in the fees and commercial terms applicable between the parties, and that Burbn would not make the platform available on the same terms without them. Each sub-clause operates separately. If any sub-clause is held to be unenforceable in whole or in part, the remaining sub-clauses continue to apply.

This clause survives termination or expiry of this Guarantee and continues to protect Burbn in respect of claims relating to the period before termination.

18. Indemnity

Which means: If Burbn is sued or fined because of something you did, you covers the cost.

You shall indemnify, defend, and hold harmless Burbn, its affiliates, and their respective directors, officers, employees, agents, licensors, vendors, and third party service providers from and against all claims, demands, proceedings, losses, liabilities, damages, fines, penalties, taxes, interest, awards, settlements, and costs, including reasonable legal fees and the internal cost of responding to regulatory or law-enforcement process, arising out of or in connection with:

• any breach of this Guarantee or of any other document in the Burbn policy set;
• any content, listing, claim, representation, review, advertisement, or communication published or made;
• any product supplied, including its defect, safety, labelling, description, packaging, warranty, or non-conformity;
• any infringement or misappropriation of intellectual property, publicity, privacy, or personality rights;
• any breach of applicable law, regulation, licence condition, or order of a court or authority;
• any misuse of personal data, including any failure to comply with obligations owed as a data fiduciary or data processor;
• any tax, duty, cess, or levy properly attributable to the indemnifying party, including any liability arising from an incorrect declaration of tax status or registration; and
• any act, omission, fraud, negligence, or misconduct of the indemnifying party or of its employees, agents, contractors, or representatives.

Burbn shall notify the indemnifying party of any claim for which indemnity is sought, without undue delay. Burbn may, at its option, assume or participate in the conduct of the defence of such claim using counsel of its choosing, and the indemnifying party shall not settle any claim in a manner that imposes any obligation, admission, or restriction on Burbn without Burbn's prior written consent. A failure or delay in notification does not relieve the indemnifying party except to the extent it is materially prejudiced by that failure.

Burbn may set off any amount due to it under this clause against any amount it holds for or owes to the indemnifying party, including payouts, balances, reserves, rewards, and refunds. This clause survives termination or expiry of this Guarantee.

19. Grievance Redressal and Statutory Contacts

Which means: There is a named officer whose job is to resolve complaints, with fixed deadlines. Use this route before litigation.

In compliance with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Consumer Protection Act, 2019, Burbn has designated the officers below. Complaints may be submitted in writing, in English or Hindi, and should identify the complainant, the content, order, listing, or account concerned, and the nature of the grievance.

19.1 Timelines

• Acknowledgement: within 24 hours of receipt.
• Disposal: within 15 days of receipt, with reasons recorded.
• Removal of non-consensual intimate imagery or content in the nature of impersonation: within 24 hours of a valid complaint.
• Removal or disabling of access to unlawful information on receipt of actual knowledge by way of a court order or notification by an appropriate government agency: within 36 hours.
• Preservation of records for investigation: 180 days, or longer where required by law or by an order.

19.2 Escalation

A complainant dissatisfied with the outcome may escalate to legal@scrolling.in. Nothing in this clause restricts a complainant from approaching a consumer commission, the Grievance Appellate Committee constituted under the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, the Data Protection Board constituted under the Digital Personal Data Protection Act, 2023, or any other competent authority, and a complainant is not required to exhaust this route before doing so where the law provides otherwise.

Complaints that are abusive, repetitive, manifestly unfounded, or made in bad faith may be closed with reasons. Submitting knowingly false information in a grievance, or a false takedown notice, may itself attract liability and may be relied upon by Burbn in proceedings.

20. Governing Law, Arbitration, and Jurisdiction

Which means: Indian law applies. Most disputes go to individual arbitration seated in Noida. The courts at Noida supervise.

this Guarantee is governed by and shall be construed in accordance with the laws of the Republic of India, without regard to any conflict of laws principle that would apply the law of another jurisdiction. For the avoidance of doubt, no law of any other state, province, territory, or country is intended to govern this Guarantee.

Any dispute, claim, or controversy arising out of or relating to this Guarantee, including as to its formation, existence, validity, interpretation, performance, breach, or termination, shall be resolved by final and binding arbitration on an individual basis in accordance with the arbitration provision at Section 17 of the Terms of Service, which is incorporated into this Guarantee by reference and applies as if set out in full here.

• Governing statute: the Arbitration and Conciliation Act, 1996.
• Seat of arbitration: Noida, Uttar Pradesh, India. The seat fixes the courts having supervisory jurisdiction over the arbitration.
• Venue of hearings: Noida, Uttar Pradesh, India, provided that hearings may be conducted by video conference or on documents alone where the parties agree or the arbitral tribunal so directs, so that participation is not unduly burdensome or expensive.
• Tribunal: a sole arbitrator, appointed by agreement failing which in accordance with the Arbitration and Conciliation Act, 1996.
• Language: English.
• Pre-arbitration step: a written notice of dispute followed by 30 days for good-faith resolution.

20.1 Interim and Urgent Relief

Notwithstanding the pre-arbitration step, either party may at any time apply to a competent court, or to the arbitral tribunal once constituted, for interim, interlocutory, injunctive, or other equitable relief, including to restrain infringement or misappropriation of intellectual property, breach of confidence, unauthorised access to data, or continuing unlawful conduct. Seeking such relief is not a waiver of the agreement to arbitrate and does not require the negotiation period to have elapsed. This preserves Burbn's ability to act immediately against an infringing listing or an ongoing safety risk.

20.2 Residual Jurisdiction

Where a dispute is not subject to arbitration, is excluded from arbitration, or where the agreement to arbitrate is held unenforceable in respect of a particular claim, the competent courts at Noida, Uttar Pradesh, India shall have exclusive jurisdiction over that claim, and each party irrevocably submits to that jurisdiction and waives any objection based on forum or inconvenience.

The United Nations Convention on Contracts for the International Sale of Goods does not apply and is expressly excluded. This clause survives termination or expiry of this Guarantee.

21. Preservation of Statutory Rights

Which means: Nothing in this document takes away a right the law gives you and does not let you sign away.

Nothing in this Guarantee operates to exclude, restrict, modify, or waive any right, remedy, guarantee, warranty, or protection conferred on a person by applicable law which cannot lawfully be excluded, restricted, modified, or waived, including under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, the Digital Personal Data Protection Act, 2023, and the Indian Contract Act, 1872.

Where any provision of this Guarantee would, but for this clause, have that effect, the provision applies only to the extent permitted by law and is otherwise to be read down, or if it cannot be read down, severed, without affecting the remainder. In particular, a consumer's statutory right to seek redress before a consumer commission, and a data principal's right to approach the Data Protection Board, are preserved in full and are not displaced by the arbitration provision.

22. Force Majeure

Which means: Neither side is in breach for a failure caused by an event genuinely outside its control.

Neither party shall be liable for any failure or delay in performing an obligation under this Guarantee, other than an obligation to pay money already due, to the extent the failure or delay is caused by an event beyond that party's reasonable control, including act of God, flood, fire, earthquake, storm, epidemic or pandemic and any public-health measure taken in response, war, armed conflict, terrorism, riot, civil commotion, strike or other labour disturbance, act or order of any government or regulator, change in law, judicial order, embargo or sanction, failure or interruption of electricity, telecommunications, the internet, or any cloud, hosting, content-delivery, payment, or logistics provider, and any cyber attack, denial-of-service attack, or comparable malicious act.

The affected party shall notify the other without undue delay, shall use reasonable endeavours to mitigate, and shall resume performance as soon as reasonably practicable. Where such an event continues for more than sixty consecutive days, either party may terminate this Guarantee on written notice, without liability for the termination itself, and without prejudice to amounts already accrued.

23. Notices

Which means: How each side formally contacts the other, and when a notice counts as received.

Notices to Burbn must be in writing and sent to legal@scrolling.in and, where the notice commences or relates to legal proceedings, also by registered post or courier to Scroll Inc., 503, A1 Tower, Sector 73, Noida, Uttar Pradesh, India, marked for the attention of the Legal Department. Grievances under the clause titled "Grievance Redressal and Statutory Contacts" should instead be sent to grievance@scrolling.in.

Notices to you may be given by email to the address registered on the account, by notification within the platform or the seller or creator dashboard, or by post to the address on record. It is the responsibility of the account holder to keep those details accurate and monitored.

A notice is deemed received: if sent by email, at the time of transmission, or if transmitted outside business hours, when business hours next resume; if given in-platform, on display to the recipient; and if sent by registered post or courier, on the third business day after despatch, or on proof of delivery, whichever is earlier. A notice sent to a stale, full, or unmonitored address recorded by the recipient is nonetheless validly given.

24. Electronic Record and Acceptance

Which means: This document is legally binding electronically. No physical signature is needed, and Burbn's records of your acceptance are evidence of it.

this Guarantee is an electronic record within the meaning of the Information Technology Act, 2000 and the rules made under it, and is a valid and enforceable contract formed by electronic means in accordance with Section 10A of the Information Technology Act, 2000. It does not require a physical or digital signature, seal, or stamp to be binding.

1. Registration for an account, indication of acceptance through any interface element provided for that purpose, or continued access to or use of the platform, each constitutes full and unconditional acceptance of this Guarantee.
2. Burbn maintains electronic records of acceptance, including identifiers, timestamps, document version, and the interface presented at the time. Each party agrees that such records, and any true copy or system-generated extract of them, are admissible and may be relied upon as evidence of acceptance in any arbitral or judicial proceeding, and waives any objection to admissibility founded solely on their electronic form.
3. The version of this Guarantee in force at the time of the relevant act or omission governs that act or omission. Burbn retains superseded versions and will make the version applicable to a given date available on request to a party with a legitimate interest in it.

25. General Provisions

Which means: The standard machinery: what survives, what can be transferred, what happens if one clause fails.

25.1 Survival

Termination or expiry of this Guarantee does not affect any right, obligation, or liability that accrued before it. The clauses concerning intellectual property licences already granted, confidentiality, data protection, disclaimer of warranties, limitation of liability, indemnity, set-off and recovery, grievance redressal, governing law, arbitration and jurisdiction, notices, electronic records, and this clause survive termination and continue to bind both parties. The survival of the limitation of liability clause operates for the benefit of Burbn as well as of you.

25.2 Severability

If any provision of this Guarantee is held invalid, illegal, or unenforceable by a court, tribunal, or competent authority, that provision shall first be read down to the minimum extent necessary to render it valid and enforceable while preserving the parties' commercial intent. Only if it cannot be read down shall it be severed, and severance shall not affect the validity or enforceability of the remainder.

25.3 No Waiver

A failure or delay in exercising a right under this Guarantee is not a waiver of that right, and a single or partial exercise does not preclude further exercise. A waiver is effective only if in writing and signed by an authorised representative of the waiving party, and applies only to the instance and purpose for which it is given. Burbn's forbearance in enforcing a provision against one person creates no expectation or entitlement in favour of any other.

25.4 Assignment

You may not assign, transfer, charge, sub-contract, or otherwise deal with any right or obligation under this Guarantee without Burbn's prior written consent. Burbn may assign or transfer this Guarantee in whole or in part to an affiliate, or in connection with a merger, reorganisation, or sale of all or part of its business or assets, on notice and without consent. this Guarantee binds and benefits each party's permitted successors and assigns.

25.5 Third Party Rights

Except as expressly provided, no person who is not a party to this Guarantee has any right to enforce it. Burbn's affiliates, and the vendors and third party service providers identified as intended third-party beneficiaries in Section 17 of the Terms of Service, may enforce the clauses expressed to be for their benefit, including the disclaimer of warranties, the limitation of liability, the indemnity, and the agreement to arbitrate. No consent from any such person is required to amend or terminate this Guarantee.

25.6 Entire Agreement

this Guarantee, together with the other documents in the Burbn policy set and any separately signed agreement, constitutes the entire agreement between the parties on its subject matter and supersedes all prior representations, understandings, and arrangements, whether written or oral. For the avoidance of doubt, and notwithstanding anything to the contrary, this Guarantee does not exclude, supersede, or disapply any other document in the Burbn policy set; those documents apply together and are reconciled by the clause titled "Order of Precedence". Nothing in this clause limits liability for fraud or fraudulent misrepresentation.

25.7 Set-Off and Recovery

Burbn may set off, withhold, deduct, or recover any amount due to it or reasonably anticipated to become due to it under this Guarantee — including fees, commissions, penalties, refunds, chargebacks, reversals of incorrectly credited amounts, taxes, and indemnified sums — against any amount it holds for or owes to you, including payouts, wallet balances, reserves, rewards, and incentives. Burbn will identify the basis of any set-off on request. Amounts remaining unrecovered are payable on demand and Burbn may pursue recovery through any lawful means.

25.8 Amendment

Burbn may amend this Guarantee. Where an amendment materially and adversely affects a party's rights, Burbn will give reasonable advance notice by email, in-platform notification, or publication, other than where an immediate change is required by law, regulatory direction, an order of a court or authority, or to address a security or safety risk, in which case the change takes effect on publication. Continued use after the effective date constitutes acceptance. A party that does not accept an amendment must cease using the platform and, where applicable, close its account before the effective date.

25.9 Language and Interpretation

The English text of this Guarantee prevails over any translation. The words "including", "includes", and "in particular" are illustrative and do not limit the generality of the words preceding them. A reference to a statute includes any amendment, re-enactment, or subordinate legislation made under it. The singular includes the plural. No rule of construction adverse to the drafter shall be applied by reason only of a document having been prepared by Burbn; each party has had the opportunity to obtain independent legal advice.

25.10 Compliance, Anti-Bribery, and Sanctions

Each party shall comply with all applicable anti-bribery, anti-corruption, anti-money-laundering, counter-terrorist-financing, and economic-sanctions laws, and shall not offer or accept any improper payment or advantage in connection with this Guarantee. Each party represents that it is not, and is not owned or controlled by, a person subject to applicable sanctions. Breach of this clause is a material breach entitling Burbn to suspend or terminate immediately.