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Trust & Policies

Everything that governs how Horeka works — for customers, for sellers, and for us. Written to be read, not to be skipped.

Horeka is operated by Horekaa Technocon Private Limited, an e-commerce marketplace registered in New Delhi. We connect you with independent, verified neighbourhood sellers. Read exactly how that works and who is responsible for what.

For customers

Terms of Use The agreement between you and Horeka when you use the Platform.
Privacy Policy What data we collect, why, who sees it, and the rights you have over it under the DPDP Act, 2023.
Cookie Policy Every cookie we set, what it does, and how to turn the non-essential ones off.
Returns, Replacements & Refunds What you can return or replace, and by when. Rules differ between Horeka Quick and Horeka Discover.
Shipping & Delivery Where we deliver, how long it takes, what it costs.
Payments, Pricing & Cancellations How we price, how to pay, how cancellations work, and what happens if a price is wrong.
Warranty & After-Sales Service Whose warranty covers your appliance, and how to claim it.
Reviews & User Content How we keep reviews honest — and why we don’t delete negative ones.

Trust, safety and compliance

Grievance Redressal Our named Grievance Officer, the three-tier escalation path, published timelines, and how to escalate beyond us.
Marketplace Disclosure Who we are, our role in a transaction, how we rank products, and what “Verified Seller” actually means.
Prohibited & Restricted Products What may never be listed, and what requires BIS, ISI or other certification before it can be.
IP & Notice-and-Takedown How rights holders report counterfeits and infringement, and how sellers respond.

For sellers

Seller Agreement The master contract — storefront subscription, delivery management fees, settlement, obligations and liability.
Onboarding, KYC & Verification Exactly what we check before calling a seller verified, plus the Seller Code of Conduct.
Performance, Suspension & Appeals The standards we hold sellers to, what happens when they slip, and the right to appeal every decision.
Data Protection Addendum What sellers may and may not do with your personal data. Marketing to you is prohibited.

How to reach us

Everything reaches us at [email protected] or +91 120 409 2026 (09:00–21:00 IST, seven days a week). To route your message to the right team and start the correct response clock, please use the subject-line prefix below.

What you need Subject line prefix Goes to
General help with an order none needed Customer Support
Escalate an unresolved complaint ESCALATION — Nodal Officer
Formal grievance GRIEVANCE OFFICER — Mr. Chirag Arora, Grievance Officer
Report a listing or a review REPORT — Trust & Safety
Trademark or counterfeit notice IP INFRINGEMENT NOTICE — IP team
Privacy or data-rights request PRIVACY — Data protection contact
Security vulnerability SECURITY — Security
Seller onboarding or settlement SELLER — Seller Support
Appeal a seller enforcement action SELLER APPEAL — An independent reviewer

Company details

Legal name Horekaa Technocon Private Limited
CIN U22202DL2025PTC446187
Registered office D-2/11, Model Town 3, Opposite D Park Main Gate, New Delhi — 110009, India

If anything on these pages is unclear, or you think something is wrong, tell us at [email protected]. We would rather fix it than defend it.

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