Terms of Service

01What Recloset is

Recloset is a technology platform and an online marketplace on which individuals in India can list and sell pre-loved clothing, and others can browse and buy it. A user who lists an item is a Seller; a user who buys one is a Buyer. The same account can be both.

The contract of sale is between the Buyer and the Seller. We are not the seller, the manufacturer, the importer or an agent for either side, and we do not take title to any item. What we do is operate the marketplace, collect and hold the Buyer’s payment, arrange pickup and delivery through a courier partner, decide returns and disputes under the rules set out below, and settle the Seller’s proceeds afterwards.

We are not affiliated with, authorised by or endorsed by any brand, designer or retailer whose goods are offered on the Service. A brand name in a listing is a description supplied by a Seller, not a statement by us.

02Who may use it

You may use the Service only if you are at least 18 years old and legally capable of entering into a binding contract under Indian law. The Service is intended for personal use by individuals resident in India, with delivery addresses in India, transacting in Indian Rupees.

You may hold one account. Creating additional or disguised accounts, or using someone else’s account, is a breach of these Terms. We may refuse registration, and we may decline to serve any person, at our discretion.

03Your account

You agree to give accurate information when you register and to keep it current — particularly your phone number, your delivery address and, if you sell, your pickup address and bank details. Orders, pickups and payouts fail on stale details, and the consequences of that are yours.

You are responsible for everything that happens under your account and for keeping your login credentials to yourself. Tell us immediately at support@recloset.in if you believe your account has been used without your authority.

We may set and change general limits on use of the Service — rate limits, listing limits, image limits and similar — and we may modify, suspend or discontinue any part of the Service. We will give reasonable notice of changes that materially affect money you are owed.

04Conduct and content

You are solely responsible for your listings, photographs, descriptions, messages, offers, ratings, reports and everything else you submit (your Content), and for every item you buy or sell.

You agree not to use the Service to:

• post anything unlawful, threatening, abusive, harassing, defamatory, obscene, hateful, or objectionable on grounds of caste, religion, gender, sexual orientation, disability or any other protected characteristic;
• post anything you do not own or have no right to use, including someone else’s photographs, product images or copy;
• impersonate anyone, or misstate your affiliation with any person, brand or business;
• harvest, collect, publish or reuse other users’ contact details or personal information from listings, chats or anywhere else on the Service;
• solicit personal information from a minor, or knowingly deal with a minor;
• advertise or sell anything other than items intended to be transacted through the Service;
• send unsolicited promotional messages, chain messages or spam;
• manipulate ratings, reviews, offers, search results or referral rewards, including through self-purchase, coordinated accounts or fabricated transactions;
• scrape, mine, index or bulk-extract listings, images or user data, or use bots or automated means to access the Service;
• upload malicious code, probe or interfere with the Service, its servers or its networks, or attempt to access data not intentionally made available to you;
• break any applicable law, including consumer protection, data protection, anti-spam and intellectual property law.

We may investigate and act on any suspected breach: removing a listing or message, restricting a feature, holding a payout, reversing a reward, closing an account, or reporting the matter to the authorities. We do not pre-screen every listing, but we may review, refuse or remove any listing or message at our discretion.

05What may not be listed

Recloset is for pre-loved clothing. Listings must fall inside the categories the app offers. The following may not be listed, and will be removed:

• Counterfeits and replicas. Any item that is not authentic, or that is described with a brand it does not carry. This includes items sold as “first copy”, “mirror” or “inspired by”.
• Anything you do not own or have no right to sell, including stolen goods and items still subject to another platform’s consignment.
• Unhygienic items. Worn innerwear, socks, swimwear briefs, and anything soiled, damp, mouldy or infested. Items must be clean and dry.
• Non-apparel goods outside the listed categories — electronics, cosmetics, food, medicines, supplements, documents, tickets, currency, gift cards, digital goods, services or subscriptions.
• Regulated and dangerous goods — weapons, ammunition, explosives, flammables, tobacco, alcohol, drugs, drug paraphernalia, hazardous chemicals, and anything a courier is prohibited from carrying.
• Animal products whose sale is restricted under Indian law, including products of protected species.
• Anything else illegal to sell under any applicable law, rule or regulation.

Sellers are responsible for the accuracy of every mandatory disclosure their listing requires under applicable law, including the Legal Metrology Act, 2009 and its rules, and the Consumer Protection (E-Commerce) Rules, 2020, where those apply to the item.

06Messages, offers and staying on-platform

Buyers and Sellers can message each other about a listing and negotiate through the offer feature. Everything about a transaction — agreement, payment, delivery and any dispute — must stay on Recloset.

Messages are screened automatically, and the following are blocked before they send: phone numbers, email addresses, external contact details or links to other platforms, and proposals to pay or be paid outside Recloset checkout. Blocked attempts are recorded. Repeatedly trying to take a deal off-platform, or succeeding in doing so, can cost you access to the Service, and any transaction arranged off-platform is entirely at your own risk — it carries no Buyer Protection, no Sale Protection, no return right and no dispute adjudication from us.

Screening uses automated rules and, in some cases, an automated classifier. It is a safety measure, not a guarantee: a message getting through does not mean we endorse it.

07Listing an item

You must have the right to sell what you list. Describe the item and its condition truthfully and completely, including flaws, alterations, missing parts and any deviation from the original product. Photographs must be of the actual item you are selling, taken by you.

You set your own asking price. Where the app offers to draft a description for you from your photographs and inputs, the draft is a suggestion: you remain responsible for every word you publish, and you should correct anything inaccurate before listing.

Listing an item is a commitment to sell and ship it at your stated price if a Buyer pays for it. Where you supply weight or dimensions, they must be honest — the courier charge is calculated from them.

08Placing an order

Each listing is a single item. Starting checkout reserves that item for you for 30 minutes; if payment is not completed inside that window the order expires and the item returns to the marketplace.

Payment is taken through our payment gateway partner in Indian Rupees. Which instruments are available — UPI, cards, net banking, wallets — is determined by the gateway. Recloset does not offer cash on delivery. Paying, or being asked to pay, in cash or by direct transfer is a breach of these Terms.

Your order is confirmed when payment succeeds, and at that point the sale is binding on both you and the Seller, subject only to the cancellation and return rights described below. If a payment succeeds but the item is unavailable, we will refund you in full.

09Fees and charges

Creating an account and listing an item are free. The charges below apply to transactions, are quoted in Indian Rupees, and are itemised for you before you commit — a Buyer sees them at checkout, a Seller sees them on the order. By placing an order you agree to pay the Buyer Protection fee and the delivery charge; by listing and selling an item you agree to pay the Sale Protection fee and the pickup charge, and, where a return is approved, the return shipping. These fees are a condition of using the Service, and you authorise us to collect them at checkout or to deduct them from your sale proceeds and wallet.

Your payout on a completed sale is the item price, less Sale Protection, less the pickup charge, less any coupon-funded discount attributable to you, plus or minus any adjustment made under these Terms. We may change or discontinue any fee. A change takes effect for orders created after we publish it, and we will notify Sellers before a change that reduces their payout takes effect. The fee schedule that applied when your order was created is the one that prices it, even if we change the schedule afterwards.

Where a courier reports a parcel weight or dimensions materially greater than what a Seller declared, or levies a charge we incur because of something a Seller did or failed to do, we may recover the difference from that Seller’s wallet or payouts.

10Tax

Prices shown are inclusive of any tax we are required to charge on our own fees. You are responsible for your own tax position: a Seller is responsible for any tax on income, profit or turnover arising from sales made through the Service, and for any registration, return or invoice that the law requires of them. We do not provide tax advice, and nothing in the Service should be read as a tax invoice on a Seller’s behalf unless we say so expressly.

11Shipping and delivery

Delivery is arranged by Recloset through a courier partner. Sellers must not use their own courier, hand items over in person, or ship anything other than the exact item ordered.

• Once an order is paid, the Seller confirms pickup from their registered pickup address and hands the parcel to the courier. Pack it so it survives transit; the Seller bears the consequences of inadequate packing.
• Tracking is shown to both parties in the app.
• Delivery is established by the courier’s own record of it, not by either party’s confirmation. Every window in these Terms that runs from delivery runs from the time the courier records it. Tracking updates can lag; the recorded time governs.

Delivery estimates are estimates. We are not liable for a courier’s delay, and neither party may cancel an order for late delivery once the parcel has been handed over.

12Cancellation

• Before payment. A Buyer may abandon an unpaid order at any time; it expires by itself after 30 minutes.
• After payment, before hand-over to the courier. Either the Buyer or the Seller may cancel. The Buyer is refunded in full — item price, Buyer Protection and delivery — and the item is relisted. Any coupon the Buyer used is released back to them. There is no cancellation fee.
• After hand-over to the courier. The order cannot be cancelled. The Buyer may refuse the delivery or raise a return under clause 13 — but a refused or unaccepted delivery does not refund the shipping charge (see clause 11).

Cancelling as a Seller is not free of consequence even without a fee: a high cancellation rate is shown on your profile and may restrict your access to selling features.

13Returns and seller penalties

Choose the reason that fits, describe the problem, and attach photographs. Returns are reviewed by our team — approval is not automatic. If we approve, we book a return pickup from the Buyer’s address; if we reject, we tell the Buyer why and the order completes normally.

Change-of-mind returns are not accepted — requests citing that a size does not fit, quality was not as expected, or any other subjective reason will be rejected. Returns are only approved for the following reasons:

The item price comes back, less any discount that reduced what was actually charged. Buyer Protection is refunded in full on every approved return. Forward delivery is not refunded on any return.

The Seller pays the return leg. On every approved return, the cost of the return pickup is debited from the Seller’s wallet. If we cancel a return shipment, the debit is reversed.

Seller penalties for a misdescribed item

We may reclassify a return’s reason after reviewing the evidence — for example where photographs show damage in a request filed as a size issue — and the refund and any penalty are then calculated on the reclassified reason. We record who reclassified it and why. The returned item must reach the Seller in the condition it was delivered, with tags and packaging intact where they were present.

14Refunds and refund disputes

Once the returned parcel reaches the Seller, the refund is scheduled and released after a 24-hour hold. Refunds go back to the original payment method and typically appear in 5–7 business days, depending on your bank or payment provider. Where a refund fails at the gateway we retry it; where an amount cannot be returned to the original method we will agree an alternative with you.

Either party may dispute a scheduled refund while it is on hold, by raising the dispute in the app with reasons. Doing so pauses the refund, and our team then decides it on the evidence both sides submit. If the decision favours the Buyer the refund is released; if it favours the Seller the refund is denied and the sale proceeds are credited to the Seller. There is one dispute per order, it cannot be raised once a refund has already been paid or finally denied, and our decision is final as between the parties and binding on both. Recloset is the sole and final authority on the outcome of a dispute between a Buyer and a Seller.

We are not responsible for a complaint that arises from a Buyer’s own misuse of an item, from a failure to follow care instructions, or from events outside our reasonable control.

An order on which no return is raised inside the 24-hour window completes automatically, and no refund or reversal is available after that.

15Ratings

Once an order completes, the Buyer and the Seller may each rate the other once, with a star rating and an optional comment. Ratings are published on profiles and cannot be edited or deleted by the person who left them. Keep them factual and about the transaction. We may remove a rating that breaches clause 4, contains personal information, or is part of an attempt to manipulate reputation. Ratings are users’ opinions, not ours.

16Wallet, payouts and withdrawals

Sale proceeds are credited to your Recloset wallet, in Indian Rupees. Your wallet is a record of amounts owed between you and us. It is not a bank account, not a prepaid payment instrument, and it earns no interest.

• When you are credited. Proceeds are credited once the order completes — that is, 24 hours after the courier records delivery with no return raised. Until then, the payout shown against an order is an expectation, not a balance.
• Held payouts. Where a return or a dispute is open, the proceeds stay held until it is resolved.
• Withdrawals. You may withdraw to a bank account in your own name. The minimum withdrawal is ₹100. Withdrawals of ₹500 or more are free; below that, a 2% processing fee applies and is debited separately. Withdrawals are processed through our payout partner; if a transfer fails we return the amount to your wallet and you can retry with corrected details.
• Bank details. Getting them right is your responsibility. We cannot recover money sent to an account you gave us in error.
• Debits. We may debit your wallet for return shipping, for a penalty under clause 13, for a Boost you buy with wallet balance, for a fee correction, and for any other amount you owe us under these Terms.
• A negative balance blocks selling. If your wallet goes negative by more than ₹50 you cannot create new listings until it is cleared. Existing listings and orders continue.
• Set-off. Where you owe us an amount, we may withhold or apply payouts otherwise due to you against it, including payouts on unrelated orders, until it is settled.

17Coupons, referrals and Boost

We may offer coupons and referral rewards. Unless a specific offer says otherwise:

• A coupon has no cash value, cannot be sold, transferred or combined with another coupon, and expires on the date stated.
• Referrals: someone who signs up with your code gets a ₹50 coupon on their first order over ₹300, and you get a ₹50 coupon when their first order is paid for. Rewards per referrer are capped.
• Referral rewards are for genuinely new users. Referring yourself, using multiple accounts or devices, or posting your code to coupon aggregators or other public distribution does not earn a reward.
• We may withhold, void or reverse any coupon or reward we reasonably believe was obtained through fraud or misuse, and we may change or end any promotional programme at any time.
• On a cancelled order, a coupon is released back to you. On a return, it is treated as used.
• Boost is a paid placement for one listing for 48 hours. It is not refundable once it starts and does not guarantee any outcome.

18Marketplace risk

We do not control what users do or say, and we do not verify every listing. We do not guarantee the existence, quality, safety, authenticity or legality of any item offered; the truth or accuracy of any listing; that a Seller will ship, or ship on time; that a Buyer will accept a delivery; or that any transaction will complete.

For every transaction you enter into through the Service, form your own judgement about the listing, the description and the person you are dealing with. Use the app’s messaging and offer features to ask questions before you commit.

We may delay or hold a transaction, a payout or a withdrawal for a reasonable period where we need to check for fraud or a breach of these Terms.

19Intellectual property

The Service, its software, design, text, illustration and every other element we provide (together the Service Content) belongs to us or our licensors and is protected by law. Except for what you post yourself, you may not copy, frame, scrape, adapt, distribute, sell or create derivative works from the Service or the Service Content, and you may not reverse engineer or attempt to extract the source code of the app.

Recloset, the Recloset wordmark and our logos are our marks. Other names and logos appearing on the Service belong to their owners, who are not connected with us. Nothing here grants you a licence to use any mark without our prior written permission.

20Your content and the licence you give us

You keep ownership of your Content. You must own it or have the right to use it — do not post someone else’s photographs, catalogue images or copy.

By posting Content, you grant us a non-exclusive, worldwide, royalty-free, transferable, sub-licensable licence to host, store, reproduce, adapt, publish, display and distribute it for the purpose of operating, improving, promoting and marketing the Service — for example showing your listing in the app, in search results, in a share link, or in our own marketing. The licence lasts for as long as we need it for those purposes and survives the removal of a listing to the extent we have already used it. It does not extend to using your Content for a purpose unrelated to the Service.

If you send us a suggestion, idea or piece of feedback, we may use it without obligation, acknowledgement or payment to you, and it is not confidential.

We may retain and disclose Content where we reasonably need to in order to comply with law or a lawful request, enforce these Terms, respond to a claim that Content infringes someone’s rights, or protect the rights, property or safety of our users, the public or us. We keep records of blocked messages and moderation decisions for those purposes.

21Infringing or unlawful content

We respect other people’s intellectual property and expect our users to do the same. If you believe something on the Service infringes your copyright, trade mark or other right, or is otherwise unlawful, write to us at support@recloset.in with the subject line Infringement notice, and include:

1. your name, address, phone number, email address and, where you act for the rights holder, your authority to do so;
2. a description of the work or right you say has been infringed;
3. enough detail to let us locate the material on the Service — a listing link, a username, a screenshot;
4. a statement that you believe in good faith that the use is not authorised by the rights holder or by law; and
5. a statement that the information in your notice is accurate.

We will act on valid notices as required by the Copyright Act, 1957, the Information Technology Act, 2000 and the rules under it. If we remove your Content and you believe that was a mistake or that you were entitled to post it, reply to us with your reasons and we will reconsider it. Repeat infringement will cost you your account.

22Intermediary status and grievance redressal

Recloset is an intermediary and an e-commerce marketplace entity for the purposes of the Information Technology Act, 2000, the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Consumer Protection (E-Commerce) Rules, 2020. We do not originate the listings or messages our users publish, and we rely on the protections available to intermediaries under section 79 of that Act.

Complaints about the Service, about a listing, about another user, or about anything we have done can be raised through Need help in the app.

We will acknowledge a grievance within 48 hours of receiving it and aim to resolve it within 1 month, in line with the timelines the rules prescribe.

23App stores

You may download the Recloset app from the Apple App Store or Google Play. Your use of the app must also comply with the usage rules of the store you got it from, and you may install it only on a device you own or control.

These Terms are between you and us only, not between you and Apple Inc. or Google LLC. Neither store operator has any obligation to provide support for the app or any warranty in respect of it. We, not the store operator, are responsible for the app, its content, and for addressing any claim you or a third party make about it — including a product liability claim, a claim that the app fails to meet a legal or regulatory requirement, a claim under consumer protection law, and any claim that the app infringes a third party’s intellectual property rights. You confirm you are not located in a country subject to a trade embargo that would prohibit your use of the app, and that you are not on a list of prohibited or restricted parties. Apple and its subsidiaries are third-party beneficiaries of this clause and may enforce it against you.

Downloading and using the app over a mobile network may attract your carrier’s data charges, which are yours to pay.

24Suspension, deactivation and deletion

We may restrict a feature, remove a listing, suspend or close your account, or stop providing the Service to you, where we reasonably believe you have breached these Terms or the law, or where we are required to. Where we can, we will tell you why. Suspected fraud or unlawful activity may be referred to the authorities.

You can deactivate your account at any time, and you can delete it from Manage account in the app. Deletion is immediate and permanent: your profile details are erased, your listings come down, and the account cannot be recovered or signed into again. We will not let you delete while money or an obligation is in flight — a positive or negative wallet balance, a withdrawal in progress, or an unfinished order or return — and we keep what we are required to keep for legal, tax, accounting and fraud-prevention purposes. The Privacy Policy sets out exactly what is erased and what survives.

Closing or deleting an account does not cancel money owed in either direction. Clauses that by their nature should survive — fees and penalties already incurred, our set-off rights, the licence in clause 20, the disclaimers, the liability cap, the indemnity and the governing law clause — survive.

25Privacy

Our Privacy Policy explains what personal data we collect, why, how long we keep it and what rights you have over it, including how to ask for a copy or for deletion. It forms part of these Terms. When you use the Service or write to us, we communicate with you electronically, and you agree that notices and disclosures we give you electronically meet any requirement that they be in writing.

The Service links to and depends on third parties — a payment gateway, a payout partner, a courier, cloud hosting, and analytics and error-reporting tools. We are not responsible for their services or their content, and their handling of your information is governed by their own policies.

26Disclaimers

Your use of the Service is at your own risk. The Service is provided on an “as is” and “as available” basis. To the fullest extent permitted by law, we disclaim all warranties, express, implied or statutory, including implied warranties of merchantability, fitness for a particular purpose, title and non-infringement.

We do not warrant that you will be able to buy or sell anything through the Service; that the Service will be uninterrupted, timely, secure or error-free; that any result obtained from it will be accurate or reliable; or that any item bought through it will meet your expectations.

Nothing in these Terms excludes or limits any right or remedy you have under the Consumer Protection Act, 2019 or any other law that cannot lawfully be excluded.

27Limitation of liability

To the fullest extent permitted by law, we are not liable for any indirect, incidental, special or consequential loss, or for loss of profit, goodwill, data or opportunity, arising out of or in connection with the Service — whether in contract, tort, negligence, statute or otherwise, and whether or not we were told such loss was possible.

Per transaction. For any claim arising out of or relating to a single transaction — including loss, theft, damage, misdelivery, non-delivery or a failed return — our total liability is limited to the lower of ₹2,000 and the value of that transaction.

Overall. Our total aggregate liability to you for all claims is limited to the greater of ₹2,000 and the total fees you paid us in the six months before the claim arose.

Some of these exclusions and limits may not apply to you to the extent the law does not allow them. Nothing here limits liability for fraud, for wilful misconduct, or for anything else that cannot be limited by law.

28Indemnity

You agree to indemnify and hold harmless Recloset, its affiliates and their directors, officers, employees and agents against any loss, damage, cost or expense, including reasonable legal fees, arising out of or relating to your use of the Service, any item you sold or bought through it, your Content, your breach of these Terms, or your infringement of anyone else’s rights. This does not extend to loss caused by our own act or omission.

29Governing law and disputes with us

These Terms are governed by the laws of India.

Talk to us first. Most problems are resolved quickly through Need help in the app or at support@recloset.in, and then through our Grievance Officer under clause 22. Please use that route before starting formal proceedings.

If that does not resolve it. A dispute between you and us that remains unresolved 60 days after one of us gives the other written notice of it may be referred to arbitration by a sole arbitrator under the Arbitration and Conciliation Act, 1996.

Your statutory rights are untouched. Nothing in this clause prevents you, as a consumer, from approaching a consumer commission or any other authority or forum available to you under Indian law, and nothing in it requires you to give up a right you cannot lawfully give up.

Any claim arising out of the Service or these Terms should be brought within one year of when it arose, unless the law allows you longer.

30Changes to these Terms

We may change these Terms. When we do, we will update the revision date at the top of this page and, where the change is material, notify you in the app. A change takes effect no earlier than 10 days after we publish it, except that a change made for legal reasons or one that covers a new feature may take effect immediately. Continuing to use the Service after a change takes effect means you accept it. If you do not accept it, stop using the Service and close your account.

Fee changes are handled under clause 9: the schedule in force when your order was created is the one that prices it.

31General

These Terms, together with the Privacy Policy, are the whole agreement between you and us about the Service and replace anything said before. Additional terms may apply to a specific feature or promotion, and where they conflict with these Terms on that feature, they govern.

You are responsible for your dealings with other users, and we have no obligation to involve ourselves in a dispute between users beyond what these Terms provide.

If we do not enforce a provision straight away, we have not waived it. If a provision is found unenforceable, it is to be read down as far as needed to make it valid and the rest continues in force. You may not assign these Terms; we may assign them as part of a reorganisation, merger or sale of our business. There is no partnership, employment or agency between us. Neither of us is liable for a failure to perform caused by something genuinely beyond our reasonable control.

This page, and every document it refers to, is a writing for all legal purposes and is enforceable as a signed agreement. A printout of it is admissible in any proceeding. Headings are for convenience and have no effect on interpretation. Notices to you may be given in the app or, where we have a postal or email address for you, by post or email.

32Contact

Questions about these Terms, or a report of a breach of them: