MasterG — Terms & Conditions

Effective Date: 2 March 2026

These Terms & Conditions ("Terms") are a legally binding agreement between you and MasterG Retail Private Limited ("MasterG", "we", "us", "our"). These Terms govern your access to and use of MasterG's website, mobile application(s), dashboards, and services (collectively, the "Platform"), including the MasterG Partner Program. By registering, accessing, or using the Platform, you agree to these Terms and any other policies that may apply (including our Privacy Policy, Returns Policy, Delivery Policy, Credit Policy, and any category-specific policies), as updated from time to time (collectively, "Policies"). If you do not agree, do not use the Platform. Should you need any clarifications regarding these Terms, please write to us at support@masterg.ai.

1. Definitions

  • "Vendor" — a business entity or identity-verified individual purchasing goods for trade or commercial purposes only.
  • "Partner" — an approved MasterG Partner operating a local supply hub or fulfillment location.
  • "Delivery Partner" — a third-party logistics provider or Partner-managed delivery personnel used for dispatch and delivery as applicable.
  • "User" / "You" — any Vendor, Partner, Delivery Partner where applicable, or authorized representative using the Platform.
  • "Products" — items listed on the Platform, including regulated categories where permitted.
  • "Order" — a purchase request placed via the Platform that is accepted for fulfillment.
  • "Proof of Delivery (PoD)" — any confirmation of delivery including OTP, signature, photo proof, geo-tag, timestamp, system confirmation, or equivalent methods.
  • "KYC" — Know Your Customer verification process including identity and business document verification.
  • "Regulated Products" — products subject to legal restrictions including tobacco, nicotine products, and any other category designated as regulated under applicable law.

2. About MasterG

MasterG is a technology-driven B2B supply platform connecting Vendors with local supply hubs operated by approved Partners.

We provide:

  • Ordering and order aggregation workflows
  • Pricing systems and catalogs
  • Inventory, operations, and performance tools
  • Platform-based management and support systems

No guaranteed volumes or profits: MasterG does not guarantee fixed order volumes, profit margins, or business outcomes. Any ROI or return figures referenced in marketing materials are estimates based on historical performance data and are not guaranteed. Actual results vary by location, order volume, repayment behavior, and operational efficiency.

3. Eligibility, KYC, and Licensing

To use the Platform, you must:

  • Be legally competent under applicable law and 18 years or older
  • Provide accurate registration details and keep them updated
  • Complete KYC and verification as required, including PAN, Aadhaar, GSTIN, business proof, and other documents as applicable
  • Comply with local, state, and national laws and hold required licenses where applicable

Persons who are incompetent to contract within the meaning of the Indian Contract Act, 1872, including minors and undischarged insolvents, are not eligible to use the Platform.

We may approve, reject, suspend, or terminate accounts for false or misleading information, risk concerns, or compliance issues, at our sole discretion.

If you are using the Platform on behalf of any person or entity, you represent and warrant that you are authorized to accept these Terms on their behalf. You and such person or entity agree to be jointly and severally liable for compliance with these Terms.

4. Account Responsibility

You are responsible for:

  • Maintaining confidentiality of login credentials and OTP access
  • All activity under your account, whether authorized or not
  • Ensuring your authorized users comply with these Terms
  • Updating business information when required
  • Notifying us promptly at support@masterg.ai of any unauthorized access or security breach

You must not allow anyone else to use your account and must not impersonate another person or entity. If at any time information provided by you is found to be false or inaccurate, MasterG shall have the right in its sole discretion to reject registration, cancel all orders, and suspend your access to the Platform without prior notice and without any liability to you.

5. Consent to Communications

By using the Platform and providing your contact details, you consent to receive communications from MasterG via calls, SMS, WhatsApp, email, or push notifications for:

  • Orders, delivery, invoices, payment reminders, and operational notices
  • Customer support and dispute resolution
  • Onboarding, training, and account verification
  • Promotional communications where permitted

You may opt out of promotional messages where available. Operational and service messages may still be sent when necessary for providing the Platform.

Call Recording: All calls between you and MasterG, including calls with Delivery Partners or service providers, may be recorded for internal training, quality assurance, and compliance purposes. By using the Platform, you explicitly consent to such recording and to MasterG sharing call recordings with its authorized personnel, Partners, Delivery Partners, and relevant third parties for the purposes stated above.

6. Privacy and Data Usage

Your use of the Platform is subject to our Privacy Policy available at masterg.ai/privacy. We may collect, store, process, and share information to:

  • Operate the Platform including orders, delivery, invoices, and support
  • Verify identity and conduct KYC checks
  • Prevent fraud and manage risk
  • Comply with legal obligations
  • Improve services and conduct analytics

You authorize MasterG to share necessary information with Partners, Delivery Partners, payment providers, verification service providers, and other third parties to fulfill orders and operate the Platform, subject to applicable law and the Privacy Policy.

7. Orders, Pricing, Invoicing, and Delivery

  • Availability — Orders are subject to availability, verification, and compliance checks. MasterG does not guarantee availability of any product at any time.
  • Pricing — Prices may change due to supply conditions. Final prices are those shown at checkout and/or on the invoice. MasterG aims to ensure accuracy of prices but reserves the right to correct errors and cancel affected orders with a full refund where applicable.
  • Invoicing and taxes — Taxes including GST may apply as per law. Tax invoices and related documents will be issued where applicable as per statutory requirements.
  • Cancellation and modification — MasterG may cancel, reject, or modify orders due to stock issues, pricing errors, suspected fraud, compliance issues, or operational constraints. Where MasterG cancels, a refund will be initiated within approximately 72 hours.
  • Delivery completion — An order is treated as delivered when PoD is recorded via OTP, signature, photo, or system confirmation. You are expected to inspect items at delivery. Accepting delivery including via PoD is treated as acceptance of the order unless a claim is raised within the return window specified in Clause 9.
  • Delivery delays — Delivery timelines are estimates only and may be impacted by weather, traffic, strikes, government restrictions, demand surges, or operational issues. MasterG shall not be liable for delivery delays attributable to such factors.
  • Incorrect details — You shall be solely responsible for providing correct delivery details including recipient name, address, and contact details. MasterG shall not be liable for non-delivery or delays caused by incorrect or incomplete information provided by you.
  • Unattended delivery — If you direct the Delivery Partner to leave an order unattended, you shall be solely responsible for any loss, damage, theft, tampering, or deterioration thereafter. MasterG expressly disclaims liability for such events.

8. Payments and Credit

8.1 Payments All payments must be made in Indian Rupees only. Payment methods may include UPI, bank transfer, cash on collect, or other methods enabled on the Platform. Certain payment modes may be restricted by category, location, or risk rules.

8.2 Credit Eligibility — 48 Hours Where enabled, Vendors with approved credit eligibility may defer payment for up to 48 hours from delivery, subject to:

  • The Vendor's available credit limit as displayed on the Platform
  • Periodic credit review based on platform activity, repayment behavior, and risk assessment

Important:

  • Credit is discretionary and may be suspended, reduced, or revoked at any time without prior notice
  • MasterG may place holds, restrict ordering, or suspend the account for missed payments, irregular activity, or compliance flags
  • MasterG may adjust, set-off, or recover outstanding amounts from refunds, incentives, wallet balances, or any other payable amounts where permitted
  • Invoice disputes, if any, must be raised within 24 hours of delivery. After this period the invoice will be treated as accepted, except where prohibited by law
  • Late fees, interest, or recovery charges may apply as per the Credit Policy and applicable law

MasterG does not guarantee continued availability of the credit facility and reserves the right to modify, suspend, or discontinue it at any time.

9. Returns, Shortages, and Refunds

  • Return window — Return, shortage, or damage issues must be raised within 24 hours of delivery with supporting evidence including photos, videos, and order or invoice details.
  • Eligibility — Refunds and replacements are subject to MasterG's return policy and verification outcomes. MasterG reserves the right to assess and determine the eligibility of any claim.
  • Exclusions — Certain product categories may be non-returnable, including regulated products, perishable items, and opened items as specified in the Returns Policy.
  • Refund method — Approved refunds will be processed within 7 working days from the date of return or cancellation approval. Refunds may be issued to the original payment method, wallet or credit ledger, or adjusted against outstanding dues.
  • Non-delivery — No refund will be provided for orders that could not be delivered due to reasons attributable to you, including incorrect location, unavailability on call, or building or society access restrictions.

All refunds will be made in Indian Rupees only.

10. Regulated Products including Tobacco

MasterG is a B2B supply platform. Regulated products including tobacco, nicotine products, hookah, and rolling papers are listed strictly for trade and commercial supply to verified Vendors where permitted under applicable law.

By purchasing regulated products on the Platform, the Vendor confirms that:

  • They are 18 years of age or older
  • Their identity and business details are verified through documents such as PAN and Aadhaar or alternative KYC documents where applicable
  • They hold all required licenses and permissions for storage, sale, transport, and distribution of regulated products under applicable local, state, and national law
  • They will ensure full compliance with all laws governing regulated products including the Cigarettes and Other Tobacco Products (Prohibition of Advertisement and Regulation of Trade and Commerce, Production, Supply and Distribution) Act, 2003 (COTPA)
  • They will not sell or supply regulated products to persons under 18 years of age or within a radius of 100 yards of an educational institution, as prohibited under applicable law

MasterG does not promote or advertise regulated products and lists them strictly as a supply convenience for trade purposes.

MasterG is not liable for misuse, illegal resale, or non-compliant distribution by Vendors. MasterG reserves the right to disable regulated product categories in certain locations and may request additional state-specific licenses as the Platform expands to new states.

In case it is found that a Vendor has made a false declaration or misrepresented their eligibility to purchase regulated products, MasterG reserves the right to take appropriate action including account suspension and reporting to relevant authorities.

11. MasterG Partner Program

Partner responsibilities: Approved Partners must:

  • Maintain suitable commercial space and infrastructure
  • Hire, train, and manage staff
  • Follow inventory standards including FIFO and expiry control
  • Meet SLAs including dispatch timelines, fill rate, quality, packaging, and returns handling
  • Maintain legal compliance at all times
  • Manage store setup, daily operations, and working capital unless otherwise agreed in writing

    • MasterG responsibilities: MasterG will provide:

  • Technology platform access and order management tools
  • Vendor demand generated via the Platform
  • Pricing intelligence and inventory optimisation tools
  • Performance dashboards and operational data
  • Onboarding training and ongoing operational support

Independent contractor: Partners operate independently and are not employees, agents, or representatives of MasterG unless expressly agreed in writing. No principal-agent relationship exists between MasterG and its Partners.

Audit and enforcement: MasterG may conduct audits, physical or system-based, require corrective actions, and suspend Partner operations for SLA breaches, fraud, safety violations, or compliance issues.

Performance and ROI: The Partner Program indicates an approximate annualised return on investment of ~30%, depending on operational efficiency, location performance, and order volume. This figure is an estimate and is not guaranteed. MasterG shall not be liable for any shortfall against projected returns.

12. Prohibited Uses

You must not:

  • Use the Platform for unlawful purposes or in violation of licenses or permits
  • Misrepresent identity, business details, licenses, or KYC documents
  • Attempt to bypass KYC, credit checks, pricing rules, or security controls
  • Place fraudulent orders or manipulate refunds or returns
  • Reverse engineer, scrape, disrupt, or overload the Platform
  • Upload malware, spam, harmful content, or prohibited material
  • Misuse regulated product listings or distribute regulated products illegally or in violation of applicable law
  • Use the Platform for purposes other than bona fide B2B trade

We may take appropriate action including suspending accounts, blocking orders, reporting to authorities, and initiating recovery actions for any violation of the above.

13. Misrepresentation and Fraud

MasterG shall not be responsible for any communication not authorized by MasterG with respect to any offers, promotions, or schemes. MasterG does not solicit confidential information such as OTP, PIN, card numbers, or passwords via call, email, or any other means. If you receive any such request, do not respond and report it immediately to support@masterg.ai.

14. User Content and Feedback

If the Platform permits you to submit feedback, reviews, voice notes, photos, or other content ("User Content"), you represent that:

  • You have the right to submit it
  • It does not contain unlawful, defamatory, abusive, infringing, or harmful material
  • It does not contain confidential information of any third party

You grant MasterG a non-exclusive, worldwide, royalty-free, perpetual license to use User Content to operate, improve, and promote the Platform, subject to applicable law.

MasterG reserves the right to remove, reject, or moderate any User Content at its sole discretion.

15. Intellectual Property

All Platform technology, content, branding, trademarks, and systems belong to MasterG or its licensors. You receive a limited, non-exclusive, non-transferable, revocable license to use the Platform for your internal business purposes only.

Unauthorized copying, modification, reverse engineering, distribution, or commercial exploitation of the Platform or its content is strictly prohibited.

Access to or use of the Platform does not confer any license to any intellectual property of MasterG or its licensors.

16. Disclaimers

The Platform is provided on an "as is" and "as available" basis. To the fullest extent permitted by applicable law, MasterG disclaims all warranties, express or implied, including:

  • Uninterrupted or error-free operation of the Platform
  • Accuracy or completeness of product listings, prices, or catalog information
  • Fitness for any particular purpose

MasterG makes best efforts to display accurate product information but does not guarantee that descriptions, images, or specifications are complete or error-free. Actual products may vary.

17. Limitation of Liability

    To the maximum extent permitted by applicable law, MasterG and its directors, employees, Partners, and service providers shall not be liable for:

  • Loss of profits, business interruption, or market fluctuations
  • Indirect, incidental, special, consequential, or punitive damages
  • Any loss arising from your reliance on Platform content, listings, or communications

MasterG's total aggregate liability for any claim relating to a specific order or transaction will not exceed the value of that order or transaction.

You must commence any legal action against MasterG within one year of the alleged harm. Failure to do so shall bar any claim arising from the same facts.

18. Indemnity

You agree to indemnify and hold harmless MasterG, its directors, employees, Partners, and service providers from claims, losses, damages, penalties, and expenses including reasonable legal fees arising out of:

  • Your breach of these Terms or Policies
  • Your unlawful business conduct or non-compliant resale or distribution including of regulated products
  • Fraud, misrepresentation, or misuse of the Platform
  • Third-party claims arising from your acts or omissions, User Content, or business operations

MasterG retains the right to assume exclusive defense of any such matter at your expense. This clause shall survive termination of these Terms.

19. Force Majeure

MasterG is not responsible for delays or failures caused by events beyond reasonable control including natural disasters, floods, pandemics, strikes, supply chain disruptions, internet or power outages, government actions, or regulatory restrictions.

20. Suspension and Termination

We may suspend or terminate access and block orders, credit, or payouts for violations, fraud, non-payment, non-compliance, risk concerns, or repeated SLA breaches, without prior notice and without liability.

Termination does not remove your obligation to pay outstanding dues and does not affect accrued rights and obligations. MasterG's rights to User Content, indemnification, and provisions relating to governing law and jurisdiction survive termination.

You may request account deletion by contacting us at support@masterg.ai. Your data will be handled as per the Privacy Policy available at masterg.ai/privacy.

21. Grievance Redressal

In accordance with applicable law including the Information Technology Act, 2000 and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, the details of the Grievance Officer are as follows:

Grievance Officer Name: Abhishek Jaiswal MasterG Retail Private Limited 655-A/4/084, Plot No. 38, Gayatri Puram, Adil Nagar, Vikas Nagar, Lucknow, Uttar Pradesh 226022 Email: grievance@masterg.ai Time: Monday to Saturday, 9:00 AM to 6:00 PM IST

For order-related issues, you may first reach out via the in-app Help Center or contact support@masterg.ai.

22. Changes to Terms

We may update these Terms at any time. We will notify you via the Platform, email, SMS, or WhatsApp where practicable. Continued use of the Platform after an update means you accept the revised Terms.

23. Governing Law and Disputes

These Terms are governed by the laws of India. Courts at Lucknow, Uttar Pradesh shall have exclusive jurisdiction over any proceedings arising under these Terms.

24. Severability and Waiver

If any provision is held invalid or unenforceable, the remainder will continue in full force and effect. Failure to enforce any provision is not a waiver of the right to enforce it later.

25. Assignment

You may not assign your rights or obligations under these Terms without MasterG's prior written consent. MasterG may assign these Terms as part of a corporate restructuring, merger, or transfer of business.

26. Contact

For support, queries, or legal notices:

  • General support — support@masterg.ai
  • Privacy and data requests — privacy@masterg.ai
  • Legal notices — legal@masterg.ai
  • Phone — +91 99903 18880
  • Address — MasterG Retail Private Limited, 655-A/4/084, Plot No. 38, Gayatri Puram, Adil Nagar, Vikas Nagar, Lucknow, Uttar Pradesh 226022