This Shipping Policy (“Policy”) describes how orders placed on the Zuvy Store Platform (“Platform”) are processed, fulfilled, and delivered to customers.

This Policy is an integral part of and shall be read in conjunction with the Terms of Use and Privacy Notice of BBV Edup Eduverse Private Limited (“Zuvy”, “We”, “Us”, or “Our”).

For the purpose of this Policy:

• “User”, “You”, or “Your” refers to any customer purchasing products or services through the Platform;
• “Seller” refers to any third-party merchant or vendor listed on the Platform;
• “Product” refers to both physical items and digital deliverables or activations available for sale through the Platform.

Zuvy acts only as a digital intermediary, providing technology, logistics coordination, and customer support for seamless transactions between sellers and customers.

By placing an order on the Platform, you acknowledge and agree to the terms of this Shipping Policy.

SCOPE AND APPLICABILITY:

This Policy governs all transactions and deliveries facilitated through the Zuvy Platform, and applies to:

• Orders placed by customers located within the territory of India;
• Physical products dispatched by third-party sellers or authorized logistics partners; and
• Digital products, licenses, or subscription services delivered or activated electronically through the Platform.

This Policy does not apply to any transactions conducted outside the Platform, including direct dealings between customers and sellers through unofficial or unverified communication channels. Zuvy bears no responsibility for such external arrangements.

ORDER CONFIRMATION AND VERIFICATION:

1. Order Placement

Upon successful order submission and payment (where applicable), Zuvy will generate a unique Order ID and send an order confirmation via email, SMS, or in-app notification to the registered contact details.

2. Seller and Product Verification
   Before dispatch, Zuvy or its authorized sellers verify product availability, order accuracy, and fulfillment readiness.
   Zuvy reserves the right to cancel or modify an order in cases of:

• Product unavailability or listing error;
• Payment authorization failure; or
• Incorrect pricing or technical discrepancies.

3. Fraud Prevention Measures

To ensure transaction integrity, Zuvy may conduct additional verification for high-value, bulk, or suspicious orders, including identity, address, or payment validation. Orders failing verification may be withheld or cancelled.

4. Digital Product Verification
   For software licenses, subscription activations, or digital keys, Zuvy verifies purchase credentials and provides secure access links through the registered email address or user dashboard within the stipulated delivery timeframe.

DISPATCH AND PROCESSING TIMELINES:

Orders are typically processed within 24–48 working hours after seller confirmation and payment verification.

Once dispatched, users receive a notification containing tracking information, courier partner details, and the estimated delivery timeline.

If your order contains multiple items from different sellers, they may be shipped separately. Each shipment will have a distinct tracking ID and timeline.

For pre-booked or customized products, dispatch timelines will be explicitly mentioned on the product page or at checkout.

DELIVERY TIMELINES:

1. Estimated Delivery Time

Delivery timelines depend on the customer’s location, product type, and courier availability.
For eligible areas and products, Zuvy may also offer express or 30-minute delivery options, subject to serviceability and applicable conditions.

2. Digital Products
   For digital products, activations, or software licenses, delivery is typically instant or completed within 24 hours via your registered email or Zuvy account dashboard.
3. Expedited or Priority Shipping
   Where available, users may choose express, same-day, or priority delivery options at an additional cost. Availability may vary based on product category and service region.
4. Disclaimer
   All delivery timelines are indicative and may be affected by factors beyond Zuvy’s control, including but not limited to courier delays, weather disruptions, strikes, or regional restrictions.

SHIPPING CHARGES:

1. Free Shipping:
   Zuvy may offer free shipping promotions based on order value, category, or seller-specific campaigns.
2. Variable Fees:
   Delivery charges, if applicable, will be displayed transparently before checkout. They vary based on:
   • Product weight, dimensions, or handling requirements;
   • Delivery address and pincode serviceability;
   • Delivery speed and courier partner selection.
3. Surcharges:
   Additional fees (if any) for remote-area delivery, COD handling, or oversized parcels will be communicated before order confirmation.

DELIVERY ATTEMPTS AND FAILURES:

Our authorized logistics partners will make up to two (2) delivery attempts to complete the shipment.

A delivery may be deemed unsuccessful or returned to origin (RTO) if it fails due to any of the following reasons:

1. Incorrect, incomplete, or unverifiable delivery address;
2. Recipient unavailability at the delivery location; or
3. Unjustified refusal to accept the order.

In such cases, the order may be returned to the dispatch location, and any re-delivery requests may attract additional shipping or handling charges, payable by the customer.

For prepaid orders, applicable refunds (if any) will be initiated only after the product is successfully returned, verified, and approved in accordance with Zuvy’s Refund Policy.

TRACKING AND STATUS UPDATES:

Once an order is shipped, customers will receive a tracking ID via email, SMS, or in-app notification.

You can monitor the real-time shipment status directly through the Zuvy Platform or on the respective courier partner’s tracking portal using the provided tracking ID.

For digital products or subscriptions, tracking updates include delivery confirmation, activation details, and access logs available through your registered email or account dashboard.

While Zuvy strives to ensure accurate and timely tracking updates, it shall not be held liable for any delays, inaccuracies, or interruptions arising from third-party logistics systems or service providers.

PACKAGING AND HANDLING:

All physical shipments are securely packaged using tamper-evident and eco-friendly materials to ensure product integrity during transit.

All sellers and logistics partners are required to comply with Zuvy’s Packaging and Handling Guidelines, which mandate proper labeling, sealing, and safe handling procedures throughout the delivery process.

If you receive a parcel that appears damaged, tampered with, or opened, you are advised to:

• Not accept the delivery from the courier;
• Capture a clear video or photograph of the package showing the issue; and
• Report the incident immediately to support@zuvy.store within 24 hours of the attempted delivery.

For deliveries that have been accepted, any subsequent claims related to transit damage will be processed only after inspection and verification by the courier or fulfillment partner, in accordance with Zuvy’s Return and Refund Policy.

DELIVERY CONFIRMATION AND RISK OF LOSS:

1. Ownership of the product transfers from the seller to you upon delivery and successful confirmation.
2. Risk of loss or damage during transit lies with the seller or authorized logistics partner until delivery is completed.
3. Once marked as “Delivered”, Zuvy’s liability as an intermediary ceases unless proven fraudulent delivery has occurred.
4. For digital products, ownership transfers upon successful electronic delivery or activation.

RESTRICTED OR NON-SHIPABLE ITEMS:

Certain categories of goods cannot be shipped due to government or courier restrictions, including but not limited to:

1. Hazardous or flammable materials;
2. Perishable food items not approved for intercity transport;
3. Liquids exceeding carrier limits;
4. Illegal, counterfeit, or regulated goods;
5. Physical copies of software restricted by license.

Zuvy reserves the right to cancel such orders and refund the amount (if prepaid).

SELLER AND COURIER RESPONSIBILITIES:

All sellers and courier partners engaged through the Platform must:

1. Comply with applicable laws and the Consumer Protection (E-commerce) Rules, 2020;
2. Maintain transparent communication with Zuvy regarding dispatch and delivery;
3. Ensure safe, timely, and accurate delivery; and
4. Provide proof of dispatch and proof of delivery when requested.

Zuvy continuously audits logistics and seller performance to maintain compliance and quality standards.

FORCE MAJEURE AND DELAYS:

Zuvy shall not be held liable for delay or failure in delivery resulting from circumstances beyond reasonable control, including but not limited to:

• Natural calamities, floods, earthquakes;
• War, civil unrest, government restrictions;
• Cyberattacks, network disruptions, or courier strikes.

In such cases, delivery may be rescheduled or refunded, at Zuvy’s discretion.

OVERNING LAW AND JURISDICTION:

This Shipping Policy shall be governed by and construed in accordance with the laws of India.
Courts at Delhi, India, shall have exclusive jurisdiction over any disputes arising out of or related to this Policy.

GRIEVANCES AND ESCALATION:

For complaints related to shipment, delivery delays, or damaged parcels, please contact:

Customer Support:
support@zuvy.store

Grievance Officer:
[Appointed Name] – Data Protection & Compliance Head
BBV Edup Eduverse Private Limited
Q1/28, Budh Vihar Phase 1, Delhi – 110086
grievance@zuvy.store

All grievances are acknowledged within 48 hours and resolved within 30 working days in accordance with the Consumer Protection (E-Commerce) Rules, 2020 and the DPDP Act, 2023.