1 Acceptance of Terms

These Terms and Conditions ("Terms") constitute a legally binding agreement between CTCQ Dairy and Poultry Products Private Limited ("Company", "Seller", "we") and any person or entity ("Buyer", "Client", "you") who places an order, submits an inquiry, enters into a supply agreement, or uses any service offered by the Company.

2 Company Information

3 Products & Services

3.1 Product Range

• Dairy Products: Full cream milk, pasteurised milk, paneer, ghee, butter, curd, and related dairy items
• Poultry Products: Table eggs (white & brown), fresh broiler chicken, processed poultry items
• Other related farm produce as offered from time to time

3.2 Product Availability

All products are subject to availability and seasonal variation. The Company reserves the right to modify, discontinue, or substitute any product at any time with reasonable prior notice. Perishable products are subject to prevailing farm conditions.

3.3 Product Specifications

Product specifications, fat content, size grading, and packaging standards are as described in the Company's product catalogue. The Company warrants that all products comply with applicable FSSAI standards at the time of dispatch.

4 Ordering & Purchase

4.1 How to Place Orders

• Direct telephone or WhatsApp communication with your Account Manager
• Email to the designated ordering email address
• Online inquiry form on the Company website
• Written purchase order submitted to the Company's registered office

4.2 Order Confirmation

An order is confirmed only upon written acknowledgment from the Company (email or SMS). The Company reserves the right to refuse or modify any order due to product availability, credit status, or other business reasons.

4.3 Minimum Order Quantities

Minimum order quantities apply to certain product categories. Current minimum order requirements are communicated at the time of order placement and may vary by product, packaging, and delivery location.

4.4 Order Modifications

Order modifications or cancellations must be communicated at least 24 hours before the scheduled dispatch time. Modifications accepted less than 12 hours before dispatch may be subject to a restocking fee.

5 Pricing & Payment

5.1 Pricing

Prices quoted are exclusive of applicable GST unless otherwise stated. Prices are subject to change based on raw material costs, seasonal demand, government levies, and logistics cost revisions.

5.2 Payment Terms

5.3 Late Payment

5.4 GST and Taxes

All transactions are subject to GST as per current applicable rates under Indian tax law. GST-compliant invoices will be issued for all supplies. Buyers are responsible for timely reconciliation of GSTR-2A.

6 Intellectual Property

All content on the Company's website and marketing materials — including the CTCQ brand name, logo, product images, descriptions, and promotional materials — are the intellectual property of the Company, protected under applicable Indian intellectual property laws. No part may be reproduced, distributed, or used without prior written consent.

7 Limitation of Liability

To the maximum extent permitted by applicable law:

• The Company's total liability shall not exceed the value of the specific order in dispute
• The Company shall not be liable for indirect, incidental, consequential, or punitive damages
• The Company shall not be liable for losses arising from misuse, improper storage by the Buyer, or failure to follow handling instructions
• The Company shall not be liable for delays or failures due to Force Majeure events

8 Warranties & Disclaimers

The Company warrants that at the time of dispatch, all products:

• Meet applicable FSSAI food safety standards
• Have the shelf life as specified for each product category
• Have been processed, packaged, and stored in hygienic conditions

9 Dispute Resolution

1. Parties shall first attempt to resolve disputes through good-faith negotiation within 15 days of written notice
2. If unresolved, the matter shall be referred to a mutually agreed mediator
3. If mediation fails, the dispute shall be subject to arbitration under the Arbitration and Conciliation Act, 1996
4. The seat of arbitration shall be [City], India, and proceedings shall be conducted in English

These Terms are governed by the laws of India. Courts of [City] shall have exclusive jurisdiction for any legal proceedings.

10 Force Majeure

The Company shall not be liable for any failure or delay resulting from circumstances beyond its reasonable control, including:

• Natural disasters, floods, droughts, or extreme weather affecting farm operations
• Government orders, lockdowns, or regulatory restrictions
• Epidemic, pandemic, or public health emergencies
• Industrial action, labour disputes, or supply chain disruptions
• Power failures, infrastructure breakdowns, or transportation disruptions

11 Amendments & Severability

The Company reserves the right to amend these Terms at any time. Amended Terms will be posted on the Company website and notified to active clients via email. Continued engagement after notification constitutes acceptance of the revised Terms.

If any provision of these Terms is found invalid or unenforceable, such provision shall be severed and the remaining Terms shall continue in full force.

12 Contact

For any questions about these Terms and Conditions:

1 Overview

CTCQ Dairy and Poultry Products Private Limited deals in perishable food products — dairy and poultry items — which by their nature have limited shelf lives and require strict handling at all times.

Our return and refund policy is designed to be fair, transparent, and practical given the perishable nature of our products. We are committed to dispatching only products that meet our quality standards.

2 Non-Returnable Products

Given the perishable and food-safety-sensitive nature of our products, the following are NOT eligible for return under any circumstances:

• Products that have been accepted and used (even partially)
• Products returned without prior written authorisation from the Company
• Products stored incorrectly at the Buyer's premises (e.g., not refrigerated as required)
• Products returned after the stipulated complaint window has elapsed
• Products where original packaging, seals, or batch codes have been tampered with
• Eggs, milk, and curd products once delivered and accepted

3 Eligible Complaint Scenarios

3.1 Wrong Product Delivered

If a product other than what was ordered is delivered, the Company will arrange for replacement or credit note at no additional cost, provided the complaint is raised on the day of delivery.

3.2 Short Delivery / Quantity Discrepancy

If the quantity delivered is less than invoiced, the Company will make a supplementary delivery or issue a credit note, provided:

• The discrepancy is noted and signed by both delivery personnel and Buyer's authorised representative at delivery, OR
• The complaint is raised within 2 hours of delivery with photographic evidence

3.3 Quality Defect at Delivery

If products arrive in a condition not meeting FSSAI-compliant standards at the time of delivery, the Buyer must:

1. Photograph the defective products immediately upon receipt
2. Retain original packaging with batch code and manufacturing date visible
3. Notify the Company within 2 hours of delivery via phone AND email
4. Not dispose of the defective goods until the Company has confirmed in writing

3.4 Cold Chain Breach

If there is evidence of cold chain failure during transit attributable to our logistics (confirmed via vehicle temperature logs), the Company will issue a full replacement or credit note.

Complaint Windows by Product

4 Complaint Procedure

To raise a complaint, follow these steps:

1. Call our quality helpline: +91 9828553617 within the complaint window
2. Send an email to inquiry@ctcqdairy.in with subject: "QUALITY COMPLAINT – [Your Company] – [Invoice No.]"
3. Include: Invoice number, delivery date & time, description of issue, photographs of defective goods, batch code/label photos
4. Our quality team will acknowledge your complaint within 4 business hours
5. An investigation will be initiated within 1 working day
6. Resolution will be communicated within 3 working days

5 Refund Process

5.1 Credit Note (Preferred)

In most cases, quality issues are resolved through a credit note applied to the Buyer's account and deducted from the next invoice. This is our preferred resolution method as it minimises processing time.

5.2 Cash / Bank Transfer Refund

Cash refunds are issued when:

• The client is a one-time buyer with no ongoing account
• The credit note has remained unutilised for 60 days due to no further orders
• The refund amount exceeds the likely future order value

Refunds are processed via NEFT/RTGS to the bank account on record. Processing time: 5–7 working days after approval.

5.3 Advance Payment Refunds

If an order is cancelled after advance payment but before dispatch, the full advance will be refunded minus a 2% processing fee. Orders cancelled after dispatch are not eligible for advance refunds.

6 No Refund Situations

The Company will NOT issue refunds in the following situations:

• Change of mind or preference after delivery
• Price difference due to market rate fluctuations after order confirmation
• Failure to utilise perishable products within their shelf life after acceptance
• Delayed complaints beyond the stipulated complaint window
• Damage caused by the Buyer's improper storage or handling
• Products purchased under special discount or clearance offers

7 Dispute Escalation

If you are not satisfied with the resolution offered by our quality team, you may escalate the matter to Senior Management by writing to the Registered Office address. All escalations will be reviewed and responded to within 5 working days.

8 Contact for Returns & Complaints

1 Overview

CTCQ Dairy and Poultry Products Private Limited operates a dedicated cold-chain logistics network to deliver dairy and poultry products to B2B clients — including hotels, restaurants, caterers, retailers, institutions, and distributors.

Our delivery operations are designed to maintain product quality from our processing facility to your premises, ensuring every delivery arrives fresh, safe, and on time.

2 Delivery Coverage Area

2.1 Current Service Zones

• Primary Zone: [City/District] and surrounding areas within 50 km
• Secondary Zone: [State] — select cities and towns (subject to minimum order requirement)
• Outstation: Available for frozen products via third-party cold-chain logistics partners

2.2 Delivery Zone Charges

3 Delivery Schedule

3.1 Standard Delivery Slots

3.2 Delivery Days

• Monday to Saturday: Full delivery operations
• Sunday: Limited delivery — only for pre-arranged standing orders
• Public Holidays: Schedules may be modified. Clients will be informed 48 hours in advance

3.3 Order Cut-Off Times

4 Cold Chain & Product Handling

4.1 Temperature-Controlled Logistics

• Refrigerated delivery vehicles maintained at 2°C – 6°C for fresh dairy and poultry
• Frozen product vehicles maintained at -18°C or below
• Temperature monitoring logs maintained for every delivery run
• Thermally insulated packaging for short-distance deliveries

4.2 Packaging Standards

• FSSAI-compliant food-grade packaging
• Tamper-evident sealed containers and bags
• Clearly labelled with batch number, manufacturing date, best-before date, and net weight
• Outer cartons or crates as appropriate for the product type and volume

4.3 Buyer's Responsibility at Delivery

• Ensure an authorised person is present to receive and verify the delivery
• Inspect the delivery against the delivery note at the time of receipt
• Sign the delivery note — this constitutes acceptance of the delivery
• Immediately transfer products to appropriate refrigerated storage
• Report discrepancies or quality concerns before delivery personnel departs or within the complaint window

5 Delivery Documentation

The following documents accompany every delivery:

• Delivery Challan (DC) with product description, quantity, and batch details
• Tax Invoice (GST compliant) for all taxable supplies
• Quality Certificate or Lab Test Report on request (for bulk/institutional orders)
• Cold chain temperature log on request

6 Delivery Delays

6.1 Company-Caused Delays

If a delay is caused by us, we will notify you immediately, provide a revised estimated delivery time, and no additional charges will be levied.

6.2 External Delays (Not Our Liability)

• Road blockages, traffic congestion, or natural calamities
• Strike or industrial action affecting transport
• Government restrictions, curfews, or lockdowns
• Force Majeure events (as defined in our Terms & Conditions)

6.3 Failed Deliveries

If delivery cannot be completed because no authorised person is available at the delivery address:

• The driver will attempt to contact you by phone
• If no contact is made, the delivery will be returned to our facility
• A re-delivery fee may apply for subsequent delivery attempts
• Perishable products returned due to failed delivery may be disposed of — the Company will not be responsible for such product loss

7 Standing Orders & Subscriptions

For clients with regular, recurring requirements, we offer standing order arrangements:

• Weekly, bi-weekly, or daily delivery schedules as agreed
• Fixed delivery time slots guaranteed for standing orders
• Priority dispatch during periods of high demand
• Dedicated Account Manager for schedule management

8 Special Delivery Requirements

For clients with special requirements — delivery to multiple sub-locations, specific labelling, split invoicing, or custom packaging — please discuss with your Account Manager before order placement. Additional charges may apply for customised delivery arrangements.

9 Tracking & Delivery Confirmation

At the time of dispatch, the Company will:

• Send an SMS or WhatsApp notification with expected delivery time
• Provide the delivery vehicle's contact number for tracking
• Share a digital delivery confirmation upon signature

10 Insurance & Transit Liability

Products are at the Company's risk until signed delivery to the Buyer's authorised representative. Once signed delivery has been confirmed, responsibility for the products transfers to the Buyer.

The Company maintains transit insurance for high-value bulk orders — details available on request.

11 Contact for Delivery Queries

Please have your invoice number or delivery challan number ready when contacting us about a specific delivery.