Terms of use

In this document, “Loopul”, “we”, “us” and “our” mean Doublyu Labs, with its registered office at 2-29, Main Street, Mugachinthala Village, Kondapi Mandal, Prakasam District, Andhra Pradesh 523270, India. We operate the Loopul mobile apps, the website at loopul.in and the Loopul shop console. You can reach us at support@loopul.in or +91 79896 51171.

These terms form an agreement between you and us when you use Loopul to buy from a shop. Please read them with our Privacy policy and Refunds & cancellations policy, which form part of them. If you do not agree, please do not use Loopul. Shops that sell on Loopul agree to separate Terms for shops.

1. What Loopul is — and who sells to you

Loopul is a technology platform that lets local shops show their products, take orders, and get paid. Each shop is the seller. When you place an order, you make a contract of sale with that shop, not with us. The shop sets its prices, decides what it stocks, packs your order, hands it over or delivers it, and issues your invoice. The shop is responsible for the quality, quantity, labelling, safety and legality of what it sells, and for any warranty on it.

We provide the platform with reasonable care and skill, and we act as an intermediary for what shops publish on it. Each shop's name, address and contact number are shown in the app; its legal details appear on your invoice.

2. Your account

• You must be 18 or older and able to enter into a contract under Indian law.
• You sign in with your own mobile number and a one-time code. Keep your phone and codes to yourself; orders placed from your signed-in app are treated as yours. Tell us at once if you think someone else has used your account.
• Give accurate details, especially your delivery address and map pin.
• You may delete your account at any time (see the Privacy policy).

3. Prices, offers and availability

• The price you pay is the price the shop shows when you place the order, inclusive of applicable taxes. Prices never exceed the maximum retail price (MRP) printed on the product; where the shop charges less than MRP, both are shown.
• A delivery fee, a packaging charge or a minimum order value, if the shop sets one, is shown before you choose how to pay and place the order. No shop may charge extra for paying in cash, by UPI or online. A packaging charge is a fixed amount for real packaging on bigger orders, the same whichever way you pay; no shop may add a fee for paying online.
• Stock shown in the app is the shop's own record and can occasionally be wrong. Where a shop takes orders for items it still has to confirm, the app says so before you order, and those items can only be paid for in cash.
• Shop offers (for example, an item free above an order value) are promises made by the shop, given while the offer and the free item last. If the free item runs out, your order goes ahead without it and you are never charged for it.
• Any listing marked “Sponsored” is a shop that has paid to be shown more prominently near you. We never present paid placement as anything else.

4. Placing and paying for an order

• Depending on what the shop offers, you can pay in cash at pickup or on delivery, by UPI straight to the shop's own UPI ID, or online through a payment gateway (UPI, cards, net banking) where the shop has it switched on. Every payment goes to the shop, never to Loopul.
• For UPI to the shop, your order is placed first; you then pay the exact amount shown to the UPI ID shown on the order and tell the shop when you paid (and the reference, if you can). Your order counts as paid only when the shop confirms the money reached its account; Loopul cannot see your UPI account and cannot confirm it for the shop. If the shop cannot find your payment, you can send the details again or raise a dispute, and Loopul's support will help — but because the money went directly to the shop, any refund comes from the shop.
• For an online payment, your order is created only once the payment is confirmed. If the payment fails or you leave the payment page, no order is created; any amount debited is refunded automatically.
• An order is a request to the shop. The shop must accept it within its acceptance window (currently six hours); if it does not, the order is cancelled and any online payment is refunded in full.
• While a cash order is waiting for the shop to accept it, you can add items to it.

5. Packing, substitutions and delivery

• If an item is unavailable, the shop may offer a substitute or supply less. For orders paid online, a change to your total needs your approval: you can accept or decline, and a lower total is refunded to you. For cash orders, you pay only for what you receive.
• Delivery is carried out by the shop. A shop may limit delivery to an area around it, to time windows, or — for a new customer — to collection for the first order. See Delivery & pickup.
• Check your order when you receive it and raise any problem with the shop as soon as you can.

6. Cancellations, refunds and returns

Cancellations and refunds follow our Refunds & cancellations policy, with UPI payments to shops, Payment disputes, Delivery, packaging & other charges and Pricing & MRP, which form part of these terms. Returns and replacements of goods are decided by the shop under its own policy and the law; nothing in these terms takes away your rights under the Consumer Protection Act, 2019.

7. Using Loopul fairly

You agree not to use Loopul to:

• place orders you do not intend to collect or pay for, or impersonate anyone;
• publish or share anything that is unlawful, defamatory, obscene, harassing, hateful, misleading, that infringes someone else's rights, that is harmful to children, or that threatens the unity, integrity, defence, security or sovereignty of India or public order;
• access data that is not yours, probe or disrupt our systems, upload malicious code, or scrape the service;
• break any law in force in India.

We may remove content, refuse orders, or suspend or close an account that breaks these rules, and we will tell you why unless the law prevents us.

8. Our content and yours

The Loopul name, apps, website and software belong to us or our licensors. You may use them only to shop as these terms allow. Anything you send us (such as a product request) may be used to run and improve the service.

9. Liability

• The shop is responsible for the goods it sells and for fulfilling your order.
• We are responsible for running the platform with reasonable care. We are not responsible for losses caused by events beyond our reasonable control, or for the acts of a shop, a bank or a payment provider, except where the law makes us responsible.
• Nothing in these terms excludes or limits any liability that cannot be excluded or limited under Indian law, including your rights as a consumer.

10. Complaints

For anything about a specific order, the shop is quickest — its number is on your order. For anything else, write to support@loopul.in or call +91 79896 51171. Formal complaints go to our grievance officer, who acknowledges them within 48 hours and resolves them within one month. You may also approach the National Consumer Helpline (1915) or a consumer commission.

11. Changes, law and courts

• We may update these terms; we will tell you in the app before a change that affects you takes effect. Continuing to use Loopul after that means you accept the change.
• These terms are governed by the laws of India. Subject to your right to approach a consumer commission, the courts at Ongole, Andhra Pradesh have jurisdiction.
• If any part of these terms is found unenforceable, the rest continues to apply.