Suffle Online

Operated by Naucera Travel Private Limited

1. Purpose

This Policy governs products that are made, modified, configured or personalised according to a customer's requirements, including customised cakes, banners, printed materials, gifts, local products and other eligible products offered by Suffle sellers.

It explains the customer and seller responsibilities, approval and quotation process, payment, fulfilment, cancellation, return/refund and content rules applicable to customised products.

2. Scope

This Policy applies to products configured by Suffle as Custom, Personalised, Seller Approval Required, Custom Price/Quote Required or another equivalent product type.

It applies together with the Terms & Conditions, Refund & Cancellation Policy, Intellectual Property Policy, Privacy Policy, Payment Information Policy, Document Policy and Seller-related policies.

3. Company and Contact

Suffle Online is operated by Naucera Travel Private Limited.

Website: www.suffleonline.com

Support / Grievance Email: info@flyshoppy.com

Grievance Officer: Mr. Roopal Jain, Managing Director

Grievance Officer Mobile: 9707669981

Address: 707, N. T. Road, Nalbari-781435 (Assam), India.

4. What Is a Custom or Personalised Product

A custom or personalised product is a product where the customer can request or provide specifications that affect the final product, appearance, text, design, dimensions, flavour, size, shape, quantity, material, configuration or other characteristics.

The available customisation options depend on the individual product and seller configuration.

5. Seller Configuration

Sellers may configure eligible products for Instant Purchase, Seller Approval Required, Custom Price/Quote Required or other approved purchase models.

Customisation fields, variant choices, upload requirements, delivery/pickup options and applicable policies should be configured through the central Product Engine.

Sellers may not use customisation settings to bypass Suffle's product, compliance, payment or marketplace controls.

6. Customer Customisation Request

A customer may select available options and, where enabled, enter instructions or upload a photo, artwork, logo, document or other design/reference file.

The request should contain enough information for the seller to determine whether the requested product can be produced.

7. Customer-Uploaded Photos and Designs

Customer-uploaded customisation files are private request/order content and must not automatically become public product media.

Such files should be accessible only to the customer, the relevant seller and authorised Suffle personnel or service providers where necessary.

Seller showcase images and customer-specific customisation files are separate content categories.

8. File Requirements

Suffle may apply file type, size, resolution, security and other technical requirements to uploaded customisation files.

Each product image may be subject to the platform's configured maximum upload size; the current marketplace product-image limit is 10 MB per image.

Unsafe, corrupted or prohibited files may be rejected, quarantined or removed.

9. Seller Review

For products requiring seller approval, the seller reviews the customer's customisation request before accepting it.

The seller may accept the request, request clarification, propose changes, reject it or provide a quotation where applicable.

10. Custom Price / Quote

Where the final price depends on customer requirements, material, dimensions, quantity, design complexity, delivery method or other factors, the seller may provide a custom quotation.

The customer must be shown the applicable final price and relevant delivery/shipping charges before payment.

11. No Hidden Custom Charges

Applicable product price, customisation charge, shipping/delivery charge and other mandatory charges should be presented before the customer makes payment.

A seller must not add an undisclosed mandatory charge after payment unless the customer separately agrees and the transaction is lawfully processed.

12. Approval Is Not Order Confirmation

Seller approval of a customisation request, quotation acceptance, manual order creation or opening of a payment page does not by itself confirm the order.

Where payment is required, the order becomes confirmed only after payment is completed and server-side verification is successful.

13. Payment

Custom products use Suffle's central marketplace payment architecture.

Razorpay is used for marketplace payments where configured.

Frontend payment success, screenshots, browser redirects or AI statements are not sufficient confirmation of payment.

14. Payment Pending and Failed Payments

Before verified payment, the order/request remains Payment Pending or otherwise unconfirmed.

A failed, expired, cancelled or unverified payment must not create a confirmed order or trigger fulfilment.

If a bank account is debited despite a failed payment state, the matter should be handled through the applicable payment reconciliation and refund process.

15. Customer Confirmation

Before payment, the customer should be given an opportunity to review the final customisation details, selected options, uploaded reference, quantity, price, shipping/delivery charges and other material terms.

Once confirmed and paid, production may begin according to the seller's stated process.

16. Production

After verified payment and any required final approval, the seller may begin production or preparation.

Production timing may depend on the product, customisation complexity, material availability, seller processing time and local delivery/pickup arrangements.

17. Seller Responsibilities

The seller is responsible for producing the customised product substantially according to the confirmed order and accepted specifications.

The seller must not knowingly substitute materially different products, materials, sizes or designs without appropriate customer approval.

18. Customer Responsibilities

Customers are responsible for providing accurate customisation information, spelling, names, dates, addresses, dimensions, photographs, artwork and other instructions.

Customers should carefully review customisation details before final confirmation and payment.

19. Proof / Preview

Where the seller provides a proof, preview or design confirmation, the customer should review it carefully before approving production.

A proof approval may be treated as confirmation of the displayed customisation details, subject to applicable seller terms and consumer rights.

20. AI-Assisted Customisation

Suffle Super AI may assist with drafting text, organising instructions, suggesting design ideas or other permitted tasks.

AI must not invent factual product specifications, certifications, brand ownership, ingredients, measurements or other material product information.

Where AI-generated or AI-assisted content is used, the customer and seller remain responsible for reviewing the final content before production.

21. AI Image Tools

Where enabled, AI image tools may enhance a seller's actual product image or help prepare a marketplace showcase image.

AI enhancement must not materially misrepresent the actual product, colour, logo, branding, accessories, certifications or other important characteristics.

Customer customisation images must not be transformed in a way that changes the requested product without appropriate review and approval.

22. Intellectual Property

Customers must have the necessary rights or permissions to submit photographs, logos, artwork, trademarks, text and other content for customisation.

Sellers must have the necessary rights to manufacture, print, reproduce or use the materials required to fulfil the order.

Suffle may restrict content where there is a credible intellectual-property, counterfeit, infringement or unlawful-content concern.

23. Prohibited Customisation

Customisation must not be used to create unlawful, fraudulent, defamatory, threatening, hateful, sexually exploitative, malicious or otherwise prohibited content.

Customisation must not facilitate impersonation, fraud, counterfeiting, infringement, malware distribution or other unlawful activity.

24. Product Compliance

Customisation does not remove category-specific legal, safety, labelling, certification or seller-compliance requirements.

Where a product category requires specific compliance information or documentation, the seller remains responsible for meeting those requirements.

25. Food and Consumable Products

For configured food products, applicable product attributes such as vegetarian/non-vegetarian status, ingredients, allergens and other required information should be provided according to the product configuration and applicable requirements.

Customisation does not permit a seller to omit required product information.

26. Delivery and Shipping

Custom products may be fulfilled through seller-configured shipping, local delivery or customer pickup where the product and seller are eligible for those options.

Applicable delivery charges and estimated processing/delivery information should be shown before payment where reasonably determinable.

27. Local Delivery and Pickup

For eligible local products, the seller may offer Home Delivery and/or Customer Pickup within configured serviceable areas.

Customer location and seller/product serviceability rules apply.

Changing a seller's future selling area must not alter historical orders.

28. Cancellation

Cancellation eligibility depends on the product's configured terms, production status and applicable law.

Because customised products may be made specifically for a customer, cancellation may become restricted once production has started, subject to applicable consumer rights and the Refund & Cancellation Policy.

29. Return and Replacement

Customised products may have limited return or replacement eligibility where return is impractical because the product was made specifically to the customer's confirmed specifications.

However, a seller remains responsible for issues such as wrong product, materially incorrect customisation, manufacturing defect, damage in transit or other eligible failure under applicable policy and law.

30. Refunds

Eligible refunds are processed under Suffle's central Refund & Cancellation Policy and payment system.

No refund should be represented as completed until the relevant payment/refund state is verified.

Refund timing may depend on payment provider processing and other applicable circumstances.

31. Seller-Caused Errors

If the seller produces a materially incorrect product compared with the confirmed order, the customer may use the applicable return, replacement, refund or grievance process.

Evidence such as order details, approved proof, photographs and communications may be considered during review.

32. Customer-Provided Errors

If a product was produced accurately according to the customer's confirmed instructions but the customer supplied an incorrect name, spelling, image, size, date or other specification, remedies may be limited according to the applicable product terms and law.

The seller should provide clear opportunities for review where practicable.

33. Manual / Seller-Assisted Custom Orders

Sellers may create a customer order through Suffle when a customer contacts them by WhatsApp, phone, walk-in, social media or another permitted channel.

Such orders must use the same central Product, Order, Payment, Fulfilment and Refund systems as ordinary marketplace orders.

Manual creation does not itself confirm an order; payment-dependent orders require verified payment.

34. Customer Communication

Sellers may communicate with customers through permitted Suffle communication tools to clarify customisation, proofs, delivery or other order matters.

Communications must comply with the WhatsApp / Business Messaging Policy, Email Communication Policy, privacy requirements and applicable provider rules.

35. Privacy of Customisation Data

Customisation files and personalisation information may contain personal data and should be processed only as necessary for the request and order.

Suffle and sellers should not publicly display private customer-uploaded material unless the customer has separately authorised such use and it is otherwise lawful.

36. Retention and Deletion

Customisation files and related records may be retained for order fulfilment, dispute handling, refunds, support, security, legal compliance and other legitimate purposes.

Deletion and retention are governed by the Privacy Policy, Document Policy and Account Deletion & Data Retention Policy.

37. Seller Product Showcase vs Customer Content

Seller-created product showcase photographs may be used as public product media when properly authorised.

Customer-specific photographs, designs and instructions remain private order/request content and should not be automatically reused in public listings.

38. Reviews and Customer Photos

Customers may submit reviews or photos under the Reviews & Ratings Policy.

Submission of a customisation file does not automatically grant Suffle or the seller permission to publish it as a review image or marketing asset.

39. Disputes

Customers should first use the applicable order support, return/refund and seller communication process.

Unresolved disputes may be escalated through Suffle's Grievance Redressal Policy.

40. Fraud and Abuse

Suffle may restrict custom orders involving suspected fraud, payment abuse, repeated chargeback/refund abuse, intellectual-property violations, prohibited content or other marketplace risks.

Sellers and customers must not use custom orders to circumvent marketplace, payment or compliance controls.

41. No Fabricated Information

Suffle, sellers and AI tools must not fabricate custom prices, product specifications, delivery status, payment status, approvals, certifications or other material information.

Where information is unavailable or requires seller confirmation, the system should clearly indicate that it is pending or unverified.

42. Relationship with Other Policies

This Policy should be read with the Terms & Conditions, Privacy Policy, Payment Information Policy, Refund & Cancellation Policy, Intellectual Property Policy, Document Policy, Suffle AI Terms, AI Tracking / Automated Processing Notice, WhatsApp / Business Messaging Policy and Seller Storefront/Seller policies.

43. Policy Changes

Suffle may update this Policy as marketplace functionality, seller workflows, payment systems, product categories, legal requirements or operational controls change.

44. Legal and Implementation Note

This Policy describes Suffle's intended framework for custom and personalised products. Actual product settings, cancellation/return eligibility, category compliance and consumer remedies must be implemented consistently with the live system and applicable Indian law.

This Policy should be reviewed by qualified Indian e-commerce and consumer-law counsel before launch and after material regulatory or product changes.

Critical Custom & Personalised Product Rules

·       Customer customisation files are private order/request content and must not automatically become public product images.

·       Seller approval, quotation acceptance or manual order creation is not order confirmation.

·       Where payment is required, an order is confirmed only after successful server-side payment verification.

·       Final applicable product/customisation price and mandatory shipping/delivery charges must be disclosed before payment.

·       Customers are responsible for accurate names, text, photos, designs, measurements and other supplied instructions.

·       Sellers are responsible for producing the confirmed custom product and for seller-caused errors or eligible defects.

·       Customised products may have restricted cancellation/return eligibility once production starts, subject to applicable consumer rights and the applicable Refund & Cancellation Policy.

·       Customers and sellers must have the necessary rights to use submitted logos, artwork, photographs, trademarks and other content.

·       Customisation cannot be used to bypass product compliance, payment, intellectual-property or marketplace safety controls.

Support / Grievance Contact

Email: info@flyshoppy.com

Grievance Officer: Mr. Roopal Jain, Managing Director

Mobile: 9707669981

Website: www.suffleonline.com

Address: 707, N. T. Road, Nalbari-781435 (Assam), India.

Central System Requirement

Custom and personalised products must use the central Product, Attribute/Variant, Document, Order, Payment, Fulfilment, Return/Refund, Communication and Grievance systems. No separate duplicate custom-order database or parallel payment/refund workflow should be introduced.