Contact information

 

CONTACT INFORMATION AND USER RESPONSIBILITY POLICY

Applicability: Domestic (India) Operations Only

SECTION 1: PRIMARY COMMUNICATION CHANNELS

1.1. Official Contact Portal: For all general inquiries, pre-purchase questions, or administrative matters, the User is encouraged to utilize our centralized contact interface at: https://my-homeland.com/pages/contact.

1.2. Customer Support (Existing Orders): To ensure efficient tracking and record-keeping, existing customers seeking assistance with active orders, shipping status, or post-purchase services must communicate exclusively via: customer@my-homeland.com.

1.3. Priority of Communication: The Company prioritizes email-based correspondence to maintain a formal and verifiable audit trail of all customer interactions.

SECTION 2: SECONDARY COMMUNICATION CHANNEL

2.1. Messaging Services: The Company maintains an official WhatsApp channel at +91-9315952730 for supplementary support.

2.2. Communication Constraints: This channel is strictly designated for Messages Only. The Company does not monitor or accept voice calls, video calls, or ephemeral messages on this number. All critical documentation or formal requests should still be directed to the primary email channels listed in Section 1 of Contact information and User Responsibility Policy.

SECTION 3: LOGISTICS COORDINATION AND USER OBLIGATIONS

3.1. Mandatory Third-Party Interaction: The User acknowledges that successful order fulfillment requires coordination with third-party logistics partners. The User provides explicit consent for these partners to contact the User via telephonic call, SMS, or WhatsApp.

3.2. Duty to Coordinate: It is the legal obligation of the User to respond to delivery attempts and coordinate with logistics personnel.

3.3. Consequences of Non-Coordination: If the User fails to interact with logistics partners, refuses delivery calls, or is unreachable at the provided contact details:

3.3.1. The order may be subject to a Return to Origin (RTO) status or unilateral cancellation.

3.3.2. Indemnity: The Company shall not be held liable for any delayed delivery, financial loss, or inconvenience resulting from the User’s refusal to coordinate. In the event of an RTO caused by User negligence, the Company reserves the right to recover shipping and administrative costs from any applicable refund.

SECTION 4: DATA ACCURACY AND UNILATERAL CANCELLATION

4.1. Accuracy of Information: The User warrants that the contact number and delivery address provided are accurate and active.

4.2. Prevention of Logistics Failure: If the Company or its logistics partners determine that the contact information provided is incorrect, fraudulent, or unserviceable, the Company reserves the unilateral right to cancel the order immediately to prevent transit loss, without prior notice to the User.

SECTION 5: USER RESPONSIBILITIES AND LIMITATION OF LIABILITY

5.1. Endpoint Security: The User is solely responsible for ensuring the security of the device used to access the Services. This includes the installation and regular maintenance of licensed anti-virus software and performing periodic security scans to detect malware, spyware, or unauthorized tracking scripts.

5.2. Confidentiality of Credentials: The User shall not disclose One-Time Passwords (OTPs), account passwords, or sensitive financial information to any third party. The Company will never solicit such information through unencrypted channels.

5.3. Network Security and Safe Browsing: The User must ensure that all interactions with the platform are conducted over secure, private, and encrypted network connections.

5.3.1. Prohibited Networks: The use of public, unsecured, or "open" Wi-Fi networks (e.g., in cafes, airports, or public transit) is strictly prohibited for conducting transactions on this platform due to the high risk of "man-in-the-middle" attacks.

5.3.2. Browsing Discipline: The User is responsible for practicing safe browsing, which includes avoiding suspicious third-party links, phishing emails, and unverified browser extensions that may intercept data.

5.4. Exclusion of Liability: The Company shall not be held liable for any financial or non-financial loss, data breach, or unauthorized account/device access resulting from the User’s failure to maintain endpoint security, the use of compromised/public networks, or the voluntary disclosure of credentials.

5.5. Indemnity: The User agrees to indemnify and hold the Company harmless against any claims, losses, or legal actions arising from a breach of security originating from the User’s hardware, software, or network environment.

SECTION 6: GRIEVANCE REDRESSAL MECHANISM

6.1. Statutory Compliance: Pursuant to the Consumer Protection (E-Commerce) Rules, 2020, the Company has established a formal Grievance Redressal Cell for legal disputes or formal complaints.

6.2. Grievance Officer: All formal grievances must be directed to:

Email: support@my-homeland.com Attention: 

SECTION 7: AMENDMENTS AND JURISDICTION

7.1. Right to Modify: The Company reserves the right to update these contact protocols at any time without prior notification.

7.2. All communication-related disputes and the interpretation of this protocol shall be governed by the laws of India and subject to the exclusive jurisdiction of the courts in Delhi, India.