Terms of Use and Service

01Introduction

For purposes of these terms of use, "you" and "your" means you as a User of the Platform, "we", "us" or "our" refer to Metrogini (as defined below) or its subsidiaries, parent or group entities, or affiliates as deemed so by Metrogini.

The website: https://www.metrogini.com ("Website") together with the mobile application ("App") by the same name (Website and App are collectively referred to as the "Platform") is owned, operated, and managed by us i.e., Metrogini Private Limited, a company incorporated in India under the Companies Act, 2013, and having its registered office at A 103, Cascade Vasant Oscar, Lbs Marg, Mulund West, Mumbai, Maharashtra, India, 400080 ("Metrogini"). If you continue to access, browse, and use this Platform for all the services and products offered and supplied via the Platform, and to transact with such products and services (collectively the "Services"), you are agreeing to comply with and be bound by the following terms and conditions of use (as amended from time to time), which together with our Privacy Policy (collectively, "Platform Policies") govern Metrogini's relationship with you in relation to the usage of this Platform.

Additional terms: If you are accessing the Platform or availing the Services through a third-party store mobile/ web application, then while these Platform Policies shall apply to such use, there may be additional terms located on such platforms which will govern the use of the Platform. These additional terms to the extent applicable are hereby deemed to be incorporated in these terms of use by way of reference.

Promotions: From time to time, among other things, we may offer promotions on the Platform, which may be subject to additional terms and conditions. We may modify or discontinue any of these promotions at any time without notice to you.

These terms of use shall be applicable to all users of the Platform including you ("Users"). Notwithstanding anything contained herein, we reserve the right, without prior notice, to restrict access or use of certain Services or the Platform (or any features within the Services or Platform) by any User at our sole discretion, subject to other conditions that we may impose at our discretion.

02Licenses

Services are provided and licensed to the User for specific purposes subject to such express limitations and restrictions prescribed by Metrogini and are not sub-licensable. Other than those expressly granted by Metrogini herein, you acknowledge and agree that no license, partially, or otherwise, with respect to any intellectual property owned by Metrogini shall be deemed or implied to be granted to you by Metrogini as a result of your use or access of the Platform or the Services.

Provided however, you grant us a non-exclusive, royalty-free, transferable, perpetual, and world-wide licence to host, use, distribute, operate, publish, sell, copy, publicly perform or display, translate, and create derivative works of your content (as per your privacy and application settings) made available on the Platform.

03Eligibility to Use

Our Services and the Platform are only available to Users who are 18 years and above of age and otherwise legally competent to enter into a contract under Indian laws.

By accessing or using the Services or Platform, you agree that you are entering into a legally binding agreement with Metrogini and confirm that you are capable of forming a binding contract under Indian laws and that you read and accept these terms and consent to the Platform Policies as updated regularly by us. If you do not agree to these terms of use, you must not access or use the Services or the Platform.

04Terms of Usage

Unless otherwise provided, the use of this Platform and the Services is subject to the following terms:

• The content of the pages of this Platform are for your general information and use only.
• The Platform uses cookies to monitor browsing preferences. If you do allow cookies to be used, some personal information may be stored by us for use by third parties. Refer to our Privacy Policy on our website or the App.
• Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timelines, performance, completeness, or suitability of the information and materials found or the Services offered on this Platform for any particular purpose. You acknowledge that such information and materials or the Services may contain inaccuracies or errors, and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.
• Your use of any information, materials, products, or services on this Platform is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services, material, or information made available through this Platform meet your specific requirements.
• This Platform contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, content, layout, look, appearance and graphics ("Platform Content"). Reproduction of the Platform Content is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions. All the material featured on this Platform is subject to copyright protection. You agree that (a) you will not copy, reproduce, download, re-publish, sell, distribute or resell any Services or any of the Platform Content, and (b) you will not copy, reproduce, download, compile, or otherwise use any Platform Content or any Services for the purposes of operating a business that competes with Metrogini, or otherwise commercially exploiting the Platform Content.
• The intellectual property rights contained in the Services and the Platform hereunder shall vest solely with Metrogini and be the sole property of Metrogini. Users shall at all times remain fully liable and responsible for and further agrees to indemnify, defend, and hold harmless Metrogini from and against any infringement claims that may arise from or in connection with such intellectual property.
• All materials or information furnished by the Users on the Platform shall at all times remain the exclusive property of Metrogini. Nothing contained herein shall be construed as granting to the Users, or any third party, by implication, estoppel, or otherwise, any license or other right to such intellectual property. Neither the Users nor any third party shall have any claim, right, title, or interest whatsoever in any such intellectual property and shall not purport to, directly or indirectly, claim, or exercise any rights of any kind or seek any registration of such intellectual property or any derivatives therein. Further, no right is granted by Metrogini for the use or access of any intellectual property directly or indirectly other than as expressly permitted under these terms of use.
• Any unauthorised use of this Platform may give rise to a claim for damages and/or be a criminal offence.
• Use of the Platform might require compatible devices, internet access, and even certain software (for which additional fees may or may not apply). Use of the Platform may also require periodic updates and may be affected by the performance of these factors. High-speed internet access is strongly recommended for regular use. The latest version of required software is recommended to access the Platform and may be required for certain transactions or features and to download products purchased or acquired from the Platform. You agree that meeting these requirements, which may change from time to time, is your sole responsibility. The Services provided by the Platform are not part of any other product or offering, and no purchase or obtaining of any other product shall be construed to represent or guarantee You access to the Services.

05Restrictions on Use

You shall not host, display, upload, modify, publish, transmit, update, or share any information which:

• belongs to another person and to which you do not have any right to;
• is grossly harmful, harassing, blasphemous, defamatory, obscene, pornographic, paedophilic, libellous, invasive of another's privacy, hateful, or racially, ethnically objectionable, disparaging, relating to or encouraging money laundering or gambling, or otherwise unlawful in any manner whatsoever; or unlawfully threatening or unlawfully harassing including but not limited to "indecent representation of women";
• harasses or advocates harassment of another person;
• involves the transmission of "junk mail", "chain letters", or unsolicited mass mailing or "spamming";
• promotes illegal activities or conduct that is abusive, threatening, obscene, defamatory, or libelous;
• infringes upon or violates any third party's rights including, but not limited to, intellectual property rights, rights of privacy (including without limitation unauthorized disclosure of a person's name, email address, physical address, phone number or any other personal information) or rights of publicity;
• contains restricted or password-only access pages, or hidden pages or images (those not linked to or from another accessible page);
• provides material that exploits people in a sexual, violent, or otherwise inappropriate manner or solicits personal information from anyone;
• provides instructional information about illegal activities such as making or buying illegal weapons, violating someone's privacy, or sharing or creating computer viruses;
• contains unauthorized video, photographs, or images of another person (with a minor or an adult);
• tries to gain unauthorized access or exceeds the scope of authorized access to the Platform/Services or to profiles, blogs, communities, account information, bulletins, friend request, or other areas of the Platform or solicits passwords or personal information for commercial or unlawful purposes from other Users;
• engages in any commercial activities and/or sales without our prior written consent including but not limited to contests, sweepstakes, barter, advertising, and/or pyramid schemes, or the buying or selling of "virtual" products related to the Platform or any other unauthorised activities;
• interferes with any other User's use and enjoyment of the Platform or Services;
• refers to any website or URL that, in Metrogini's sole discretion, contains material that is inappropriate for the Platform or any other website, or contains content that would be prohibited or violates the letter or spirit of these terms of use;
• harm minors in any way;
• infringes any patent, trademark, copyright or other proprietary rights or third party's trade secrets or involves the sale of counterfeit or stolen products;
• violates any law for the time being in force;
• deceives or misleads the addressee/Users about the origin of such messages or communicates any information which is grossly offensive or menacing in nature;
• impersonate another person;
• contains software viruses or any other computer code, files or programs designed to interrupt, destroy or limit the functionality of any computer resource;
• contains any trojan horses, worms, time bombs, cancelbots, easter eggs or other computer programming routines that may damage, detrimentally interfere with, diminish value of, surreptitiously intercept or expropriate any system, data or personal information;
• threatens the unity, integrity, defence, security or sovereignty of India, friendly relations with foreign states, or public order or causes incitement to the commission of any cognizable offence or prevents investigation of any offence or is insulting any other nation;
• is false, fraudulent, inaccurate, misinforming, or misleading;
• directly or indirectly, offer, attempt to offer, trade or attempt to trade in any item, the dealing of which is prohibited or restricted in any manner under the provisions of any applicable law, rule, regulation or guideline for the time being in force; and
• creates any liability for Metrogini or cause Metrogini to lose (in whole or in part) the services of our internet service provider or other suppliers or be in violation of any applicable law, rule, regulation or guideline for the time being in force.

Metrogini reserves the right to monitor the materials posted by Users on the Platform. Metrogini shall have the right to remove or edit any content that in its sole discretion violates, or is alleged to violate, any applicable law or the Platform Policies. Notwithstanding the above, you remain solely responsible for the content of the materials you post on the Platform. Such content posted shall not reflect Metrogini's views and in no event shall Metrogini assume or have any responsibility or liability for any content posted or for any claims, damages or losses resulting from use of the content and/or appearance of the content on the Platform. You hereby represent and warrant that you have all necessary rights in and to all the content which you provide and all information it contains and that such content shall not infringe any proprietary or other rights of third parties or contain any libellous, tortious, or otherwise unlawful information.

06User Account, Password, and Security

In order to access, use, or avail the Services on the Platform, or facilitate the usage of the Platform for aforesaid Services, you agree to register and create an account on the Platform by providing details as may be required in the Privacy Policy ("Account").

• You are solely responsible for the information you provide to us. You shall ensure and confirm that the Account information and all information provided by you is complete, accurate, and up to date. If there is any change in the Account information, or if any information is found to be incomplete or incorrect, you shall promptly notify Metrogini to update your Account information on the Platform.
• If any information provided by you (or if Metrogini has reasonable grounds to suspect that such information provided by you) is untrue, inaccurate, unauthorised, not current, or incomplete (or has become untrue, inaccurate, not current, or incomplete), Metrogini reserves the express right, at its sole discretion, to refuse you access to the Services or the Platform at any time without notice for your failure to abide by the terms as set forth herein or to comply with applicable laws.
• You will be responsible for the confidentiality of the Account information provided and fully responsible for all activities that take place on your Account. Your Account password or information should never be shared with any third party. If you suspect a third party has accessed your Account or knows your password, you should immediately notify us by writing to info@metrogini.com.
• You agree to be completely accountable for all your Account activity on the Platform. If we believe you have violated these terms of use, we may disable your Account at any time. You may also be held liable to pay damages for losses caused due to unauthorised use of your Account as a result of your failure to keep your Account information secure and confidential.

07Nature of Services

Metrogini Private Limited operates exclusively as an on-demand technology aggregator and platform facilitator. The Company engages and manages a network of contracted Laundry Partners (i.e., third-party service providers engaged to undertake the washing, dry cleaning, ironing, stain removal, folding, packaging, and other garment care services requested by Users) and Logistics Partners (i.e., third-party service providers engaged to undertake the pickup, transportation, and delivery of garments between Users and Laundry Partners) to facilitate the pickup, processing, and delivery of garments on behalf of Users.

The Company expressly does not:

• (a) Own, lease, or operate any laundry facility
• (b) Directly perform any cleaning, washing, dry cleaning, or garment care services
• (c) Employ the personnel who physically process garments

All garment processing is carried out solely by independent Laundry Partners operating under the Company's Standard Operating Procedures.

The Platform serves purely as a convenience layer for laundry aggregation, order management, and logistics coordination.

The existence of this Agreement does not create any employment, agency, franchise, or partnership relationship between the Company and any Laundry Partner or Logistics Partner.

08Service Scope and Categories

The Platform currently facilitates the following service categories:

• (a) Wash by Kg — Standard washing of regular daily-wear garments, charged on the basis of actual weight at the processing facility. Includes machine wash, drying, ironing and basic folding.
• (b) Express - Premium — Express Premium processing for quick turnaround deliveries which is also a premium service. These are Wet Cleaning and may involve controlled use of water and chemical agents. Pricing is per-garment and communicated in advance.

Pickup and delivery are offered as a combined service package. The Company reserves the right to modify, expand, or discontinue any service category at its sole discretion with reasonable prior notice to Users.

All Laundry Partners operate under Standard Operating Procedures issued by the Company. These include, without limitation:

• Basic attention to garment care: brushing of collars, cuffs, pockets, waist, and bottom areas
• Use of commercially accepted, industry-standard detergents, fabric softeners, and fragrances
• Fragrances are added solely for improved garment feel and are not intended to be harmful under normal and intended usage conditions

While the Company provides guidelines to its Laundry Partners, it does not supervise each individual wash cycle. All detergents, chemicals, and processing materials are sourced and used by independent Laundry Partners. The Company does not warrant the formulations or safety certifications of any such materials beyond requiring Partners to use commercially accepted industry-standard products.

The Standard Operating Procedures represent minimum standards. Results may vary based on garment condition, fabric type, age of the garment, and prior treatment history, none of which are within the Company's control.

09Service Standards

Users shall only include regular daily-wear garments under the "Wash by Kg" service. The following items are expressly EXCLUDED from this service category:

• (a) Undergarments, socks, and handkerchiefs;
• (b) Sarees, suits, jackets, and woollens;
• (c) Delicate, embroidered, designer, glittery, sequinned, or festive garments;
• (d) Any garment with a declared or reasonably apparent value exceeding INR 2,500 (Indian Rupees Two Thousand Five Hundred) per individual garment;
• (e) Any other garment that the Company or its Laundry Partners assess as unsuitable for Wash by Kg processing.

The Company and its Laundry Partners reserve the right to reject such garments if placed under the wrong service category, in which case the garment will be returned unprocessed.

10User Responsibilities

• Users must declare all heavily stained garments at the time of placing an Order.
• Stain removal is attempted on a best-effort basis only and is not guaranteed. The outcome depends on stain type, severity, spread, age, and fabric composition.
• Additional charges apply for stain removal treatment and will be communicated to the User prior to processing. Stain removal work requires the User's prior written approval (via the Platform, WhatsApp, or email). Garments submitted for stain treatment may be subject to delays beyond the standard Turnaround time and will be delivered upon completion of treatment.
• Users must check all pockets and remove all valuables, cash, documents, jewellery, keys, electronic items, and any other personal property prior to handing over garments for pickup.
• The Company shall not be responsible for any items found in or left with garments. Any items found will be handled at the Company's discretion, which may include disposal or return at the User's cost and risk.
• The User is solely responsible for selecting the appropriate service category for each garment. The Company shall not be liable for any damage, shrinkage, colour bleeding, or deterioration resulting from a garment being submitted under an incorrect service category.

11Quality, Turnaround Time and Rejection

Delivery timelines communicated at the time of booking are indicative only. Actual delivery may vary based on:

• (a) Volume of orders at the processing facility
• (b) Garment condition or complexity of processing required
• (c) Logistical and operational factors, including weather, traffic, and partner availability
• (d) Force majeure events

The Company shall make reasonable efforts to notify Users of material delays. Delays in delivery shall not entitle the User to a refund, cancellation, or compensation.

Services are provided on a best-effort basis in accordance with applicable standard operating procedures. The Company does not guarantee any specific outcome including stain removal, fabric restoration, colour vibrancy, or dimensional accuracy. Results may vary based on fabric condition, age, prior treatment, and the type of soiling.

The Company and/or its Laundry Partners reserve the right to reject any garment or Order where:

• (a) The garment is incompatible with the selected service category;
• (b) The garment poses a high risk of damage to itself or other garments during processing;
• (c) The garment has been improperly declared or includes a restricted item;
• (d) The garment is assessed as unsafe for processing (e.g., biohazardous, pest-infested, or severely deteriorated).

In such cases, the User will be notified and alternative processing options may be suggested. Rejected garments will be returned to the User unprocessed. No charges shall apply for rejected items.

12Changes to the Services

Metrogini may modify, amend, alter, or update these terms of use or any other Platform Policy at any time at its own sole discretion. The updated terms will be displayed on the website and by continuing to use the Services and/or accessing the Platform, you agree to be bound by any such changes/updates made by Metrogini. It is your responsibility to regularly check these terms of use for such changes/updates. You agree that your continued use signifies acceptance of those changes/updates. You must discontinue using or accessing the Services or Platform if you disagree with such changes/updates.

13Payment related Information

• Orders are processed on a prepaid basis unless otherwise specifically communicated to the User by the Company.
• Final payment is due within 24 hours of the Company's notification of the final Order Amount. Delivery will be scheduled and executed only upon receipt of full payment. Delays in payment by the User shall not be attributable to the Company and shall not constitute a breach by the Company of any delivery commitment.
• If full payment is not received within the stipulated period: (a) The Company reserves the right to withhold delivery of the processed garments until full payment is received; (b) Garments held pending payment will be stored at the Laundry Partner's facility at the User's sole risk; (c) Storage beyond 7 (seven) days may attract a storage handling charge at rates communicated by the Company.
• Information relating to the accepted payment methods on the Platform shall be displayed during the purchasing process.
• To the extent permitted by applicable law and subject to the Privacy Policy, you acknowledge and agree that Metrogini or certain third-party service providers, including payment gateways, may process payments and manage payment card information.
• By providing the Payment Details, you represent, warrant, and covenant that: (a) you are legally authorized to provide such Payment Details; (b) you are legally authorized to make payments using such Payment Details; (c) such action does not violate the terms and conditions applicable to your use of such Payment Details or applicable law; (d) you are solely responsible for the transactions / payments made for the Services availed by you; and (e) You hereby consent and agree to comply with guidelines, instructions, requests, etc., as maybe made by us, as the case may be or a payment system provider from time to time, in relation to making payments on the Platform. Metrogini may at its sole discretion provide the User with an option to add, delete, and edit the Payment Details that the User has provided through the Platform.
• Except to the extent otherwise required by applicable law, Metrogini is not liable for any payments authorized through the Platform using your Payment Details. Particularly, Metrogini is not liable to the User for any payments that cannot be completed if User's: (a) bank account or any other payment wallet does not contain sufficient funds to complete the transaction; (b) have not provided with correct Payment Details; (c) payment card has expired. Additionally, Metrogini shall not be liable for such failed payments if the circumstances are beyond Metrogini's reasonable control (such as, but not limited to, power outages, interruptions of cellular service, or any other interferences from an outside force) which prevent the execution of the transaction.
• Metrogini shall not be responsible for any unauthorised transactions conducted on the Platform using your Payment Details and shall not be obligated to refund any money to you in such instances.
• Metrogini shall also have no obligation, responsibility, or liability to verify any transactions authorised by you.
• Payment facility provided by Metrogini, or third-party service provider is neither a banking nor a financial service but is merely a facility providing an electronic, automated online electronic payment system, and receiving payment on delivery for the transactions on the Platform using the existing authorized banking infrastructure and card payment gateway networks, as may be applicable. For some payment methods, your issuer may charge you certain fees, such as transaction fees or other fees, relating to the processing of your transaction.

14Taxes

• A minimum order value of INR 500 (Indian Rupees Five Hundred) applies to all bookings.
• Final pricing is determined based on actual weight at the processing facility and/or actual garment count and type, and may therefore differ from the estimated price shown at the time of Order placement. Final pricing will be communicated to the User via in-app notification, WhatsApp, and/or email.

15Refund and Cancellation Policy

Orders may be rescheduled up to 6 (six) hours before the confirmed pickup time.

Once a garment has been picked up from the User's premises, the Order cannot be cancelled.

In the event of a failed or missed pickup attributable to the Company or its Logistics Partner, the Order will be rescheduled at no additional cost.

Refunds will be processed only in the following circumstances:

• Non-delivery of garments following confirmed payment (other than due to non-payment or force majeure)
• Duplicate payment or verifiable billing error attributable to the Company or its payment gateway

No refund shall be issued for any of the following:

• General dissatisfaction with service quality or outcome
• Dissatisfaction with stain removal results (stain removal is provided on a best-effort basis without guarantee)
• Fabric damage attributable to the inherent condition of the garment, pre-existing damage, incorrect service selection by the User, or normal wear and tear
• Delivery delays arising from operational, logistical, or force majeure factors
• Minor variations in weight measurement or corresponding price adjustments
• Garments rejected

Where a refund is approved by the Company:

• The refund will be processed within 12 to 15 (twelve to fifteen) working days from the date of approval
• Refunds will be credited to the original payment method or, at the Company's discretion (or as opted by the User where the option is available), issued as Platform Points redeemable against future orders on the Platform

16Referral Programme

Users who refer new customers to the Platform may earn a referral benefit of 15% (fifteen per cent) of the referred customer's first Order value, subject to the following conditions:

• The referred customer must sign up on the Platform using the referring User's unique referral code;
• The referred customer must successfully complete and pay for their first Order on the Platform;
• The referral code must be used within 15 (fifteen) days of issuance, after which it expires automatically.

Referral benefits are promotional in nature and:

• Are credited as Platform Points or credits at the Company's discretion;
• Cannot be disputed as a legal right or claimed as cash unless otherwise specified by the Company;
• May be modified, suspended, or withdrawn by the Company at any time without prior notice;
• Cannot be combined with other promotional offers unless expressly permitted;
• Are subject to any applicable tax deductions as required by law.

17Other Content shared by Users on Metrogini Private Limited's Dashboard

Metrogini does not pre-screen any content or information posted, published, or transmitted on the Platform by the Users and Metrogini is under no obligation to pre-screen any such content or information. However, Metrogini at its sole discretion and/ or on being notified by any third party or other Users may determine that any content or information posted by a User is in violation of these terms of use and/or applicable laws and shall be entitled to take down any content or information posted by such User on the Platform, without giving any prior intimation or notice to such User. Such actions do not in any manner negate or dilute Metrogini's position or impose any liability on Metrogini with respect to content or information posted, published, or transmitted by other Users on the Platform.

18Privacy and Personal Information

For information about Metrogini's data protection practices, please read Metrogini's Privacy Policy ("Privacy Policy"). This policy explains how Metrogini treats your personal information and protects your privacy when you use the Platform or avail the Services. You hereby agree to the use of your data/information in accordance with Metrogini's Privacy Policy.

19Other Restrictions Applicable on Users

• You will not engage in any activity that interferes with or disrupts the Services or the Platform (or the servers and networks which are connected to the Services or the Platform).
• You shall not make any defamatory or denigrating statement(s) about Metrogini, or our brand name or otherwise act in any manner that might tarnish the reputation or standing of Metrogini or of other Users on the Platform or otherwise tarnish or dilute any of Metrogini's trademarks, service marks, trading name, or the goodwill associated with them.
• Unless expressly permitted, you shall not probe, scan, or test the vulnerability of the Platform or any network connected to the Platform nor breach the security or authentication measures on the Platform, or any network connected to the Platform. You shall not reverse look-up, trace or seek to trace any information on any other User of or visitor to Platform, or exploit the Platform or any Service or information made available or offered by or through the Platform, in any way where the purpose is to reveal any information, including but not limited to personal information, other than your own information, as provided for by the Platform.
• You shall not use any "deep-link", "page-scrape", "robot", "spider" or other automatic device, program, algorithm or methodology, or any similar or equivalent manual process, to access, acquire, copy or monitor any portion of the Platform or any content, or in any way reproduce or circumvent the navigational structure or presentation of the Platform or any content, to obtain or attempt to obtain any materials, documents or information through any means not purposely made available through the Platform. We reserve our right to bar any such activity.
• You shall not attempt to gain unauthorized access to any portion or feature of the Platform, or any other systems or networks connected to the Platform or to any server, computer, network, or to any of the services offered on or through the Platform, by hacking, password "mining" or any other illegitimate means.
• You shall not use the Platform or any content, material, service, or product, for any purpose that is unlawful or prohibited by these terms of use, or to solicit the performance of any illegal activity or other activity which infringes the rights of Metrogini and / or others.

20Indemnification

You agree to defend, fully indemnify, keep indemnified, save, and hold harmless Metrogini, its directors, officers, employees, agents, Laundry Partners, and Logistics Partners from any and against all claims, losses, damages, costs, and expenses (including reasonable legal fees) arising from or in connection with:

• Misdeclaration of garment type, condition, or value
• Inclusion of restricted or excluded items in an Order
• Selection of an incorrect service category for a garment
• Failure to remove valuables or personal items from garments prior to pickup
• Any breach of this Agreement by the User of the Platform or Services; from your breach of these terms of use or breach of any applicable laws, including tax laws; any service availed by you from a third party service provider using any dispute inter-se Users; and/or your negligence or wilful misconduct.

21Limitation of Liability

To the maximum extent permitted by applicable law, the Company shall not be liable to the User or any third party for:

• Loss, misplacement, or theft of any garment while in the custody of a Laundry Partner or Logistics Partner;
• Damage, shrinkage, colour bleeding, discolouration, or dimensional changes to any garment;
• Any delay in pickup or delivery of garments;
• Variations in weight measurement or resulting price adjustments;
• Any indirect, consequential, special, punitive, or incidental loss or damage of any nature.

Where liability is established, the Company's total aggregate liability to a User in respect of any single Order shall be limited to the lower of:

• The total Order Amount paid by the User for that specific Order; or
• INR 2,000 (Indian Rupees Two Thousand).

In cases involving damage to a specific garment, eligible compensation shall be:

• Restricted to 10% (ten per cent) of the declared or reasonably assessed value of the affected garment
• Subject to a maximum cap of INR 2,000 (Indian Rupees Two Thousand) per garment per Order
• Provided either as redeemable Platform credit/Points, a coupon, or cashback — at the Company's discretion, or as opted by the User where such option is made available

The limitations in this Clause shall apply irrespective of the legal theory upon which any claim is based, including contract, tort, negligence, strict liability, or any other theory, and shall apply even if the Company has been advised of the possibility of such loss or damage.

22Suitability of Services / Independent Contractors

When a Service is listed for sale on the Platform, User agrees that Metrogini cannot and does not confirm each of such Services or its suitability for any User. While the Services have been prepared with adequate diligence and market feedback, Metrogini encourages the Users to exercise discretion and caution while dealing with various Users or availing the Services. Each User acknowledge and undertake that they shall use the Platform or Services only for lawful purpose.

The Company shall endeavour to:

• Enforce SOP compliance through periodic monitoring and audits of Laundry Partners;
• Take appropriate remedial action against non-compliant partners.

Notwithstanding the above:

• Primary responsibility for garment processing, handling, and care rests exclusively with the respective Laundry Partner;
• Primary responsibility for pickup and delivery logistics rests exclusively with the respective Logistics Partner;
• Where the Company determines that liability for any loss or damage lies with a Laundry or Logistics Partner, such liability may be referred to and pursued against such partner;
• The Company's liability to the User remains capped as provided in Clause 10, regardless of the identity of the responsible party.

Metrogini does not control and is not liable to or responsible for the quality, safety, suitability of any products or services, lawfulness or availability of the products or services offered for sale on the Platform, or the ability of the User to completely make adequate use of the Services.

The User agrees and acknowledges that the product/service images on the Platform are mere representation of the product/service and not actual image of the product/service sold. While every reasonable effort is made to maintain accuracy of information on the Platform, actual product/service packaging, may contain more and/or different information than what is shown on the Platform. It is recommended to refer the information presented on the actual product/service packaging.

23Force Majeure

Under no circumstances shall Metrogini be held liable for any losses, delay or failure or disruption of the content or Services delivered through the Platform resulting directly or indirectly from acts of nature, forces or causes beyond our reasonable control, including without limitation, internet failures, computer, telecommunications or any other equipment failures, electrical power failures, strikes, labour disputes, riots, insurrections, civil disturbances, shortages of labour or materials, fires, flood, storms, explosions, acts of God, war, governmental actions, epidemics, pandemics, curfews, lock-down, orders of domestic or foreign courts or tribunals or non-performance of the Platform.

24Data Privacy

By registering on and using the Platform, the User provides free, specific, informed, and unambiguous consent (as required under the Digital Personal Data Protection Act, 2023 and the IT (SPDI) Rules, 2011) to the following:

The Company collects the following personal data from Users:

• Identity data: full name
• Contact data: mobile number, email address, delivery address
• Profile data: profile photograph (if uploaded on your own)
• Financial data: payment instrument details, transaction history (constituting Sensitive Personal Data under Rule 3(v) of the IT (SPDI) Rules, 2011)
• Device and technical data: IP address, device ID, browser/OS type
• Usage data: order history, in-app interactions, and preferences

Personal data is collected and processed for the following specific purposes:

• Account creation, authentication, and management
• Order placement, processing, and delivery
• Payment processing and invoicing
• Customer support and grievance redressal
• Sending order updates, service notifications, and transactional communications
• Sending promotional offers and marketing communications (subject to separate opt-in consent)
• Platform analytics and service improvement
• Legal and regulatory compliance

The Company:

• Does not sell, rent, or disclose personal data to unauthorised third parties
• Shares personal data only with Laundry Partners, Logistics Partners, payment gateway providers, and other service providers strictly as necessary for the fulfillment of Orders and Platform operations, subject to appropriate data processing agreements
• May disclose personal data to government or regulatory authorities as required by law

The User has the right to withdraw consent, access, correct, or seek erasure of personal data at any time by contacting the Company at info@metrogini.com. The Company's full Privacy Policy is available on the Platform and forms a part of this Agreement.

25Communication

You hereby expressly agree to receive communications by way of SMS, telephone, or calls, or through messaging apps like WhatsApp on the registered mobile phone number and/or via electronic communications like e-mails from Metrogini and other third parties duly authorised by Metrogini. You hereby expressly consent to the monitoring and recording, by Metrogini of any and all communications between you and Metrogini, third party vendors or their agents, employees, consultants, contractors, or representatives of Metrogini or of their authorised partners, and such monitoring or recording waives any further notice or consent requirement under the applicable laws.

You can unsubscribe or opt-out from receiving communications from Metrogini by notifying us of such intentions of yours in writing. In which case, Metrogini will only send communications solely required for the purposes of availing the Services by you.

26Notices

All legal notices or demands to or upon Metrogini shall be made in writing and sent to Metrogini personally, by courier, certified mail, or facsimile to the following entity and address: A 103, Cascade Vasant Oscar, Lbs marg, Mulund west, Mumbai 400080.

All legal notices or demands to or upon you shall be effective if either delivered personally, sent by courier, certified mail, by facsimile or email to the last-known correspondence, fax, or email address provided by you to Metrogini, or SMS, WhatsApp messages, or in-app notifications, or by posting such notice or demand on an area of the Platform that is publicly accessible without a charge or through such other mode of communication as Metrogini may deem fit in its discretion.

Notice to a User shall be deemed to be received by such you if and when, Metrogini is able to demonstrate that communication, whether in physical or electronic form, has been sent to you.

27Intellectual Property

All content on the Platform, including but not limited to the Metrogini name and logo, software, text, graphics, images, and data, is the exclusive property of Metrogini Private Limited or its licensors and is protected under applicable intellectual property laws, including the Trade Marks Act, 1999 and the Copyright Act, 1957.

The User may not copy, reproduce, modify, distribute, or create derivative works from any part of the Platform without the Company's prior written consent.

28Disputes, Grievance Redressal

You are welcome to reach out to us in case of any grievances / feedback with respect to the Platform or the Services, including with respect to any abuse on the Platform and/or any discrepancies or grievances with respect to processing of information to the Grievance Officer at the contact details mentioned below:

Designation: Grievance Officer

Email Address: info@metrogini.com

Working Days: Monday to Friday (except on national/ state holidays).

We will strive to address your feedback and concerns in a timely and effective manner. The details of the grievance officer may be changed by us from time to time.

You agree not to undertake any action which may undermine the integrity of Metrogini's grievance redressal / feedback system.

29Governing Law

These Platform Policies shall be governed and construed in accordance with the laws of India without reference to conflict of laws principles. Any claim against Metrogini in relation to the Platform shall be adjudicated in courts in Mumbai, India and you agree to exclusive jurisdiction of these courts.