SURTRATA PRIVACY POLICY

1. INTRODUCTION

Welcome to Surtrata, an online book-selling website operated by Sthula Distributors Private Limited.

This Privacy Policy explains how Sthula Distributors Private Limited collects, uses, processes, stores, shares, and protects personal information when you visit, access, register on, browse, or purchase products through the Surtrata website, or otherwise interact with our “services”.

Surtrata is an online retail platform primarily engaged in the sale and distribution of products to customers in India and internationally.

By accessing or using the Surtrata website, creating an account, placing an order, or otherwise using our Services, you acknowledge that you have read and understood this Privacy Policy and agree to the practices described herein, to the extent permitted by applicable law.

If you do not agree with this Privacy Policy, you should discontinue use of the Surtrata website.

2. INFORMATION WE COLLECT

Sthula Distributors may collect information that you provide directly, information automatically collected through your use of the website, and information received from service providers or other legitimate sources.

2.1 Information You Provide

Depending on your interaction with Surtrata, we may collect:

• Full name;
• Billing address;
• Shipping/delivery address;
• Email address;
• Mobile or telephone number;
• Account information;
• Login credentials;
• Order details;
• Purchase history;
• Payment-related information;
• Information submitted in connection with returns, refunds, cancellations, complaints, or disputes;
• Customer-service communications;
• Reviews, feedback, surveys, or other information voluntarily provided by you;
• Any other information that you voluntarily provide to us.

You are responsible for ensuring that information submitted to Surtrata is accurate, complete, and current.

Sthula Distributors shall not be responsible for losses, delays, failed deliveries, or other issues arising primarily from incorrect, incomplete, outdated, or misleading information provided by the customer, except where applicable law provides otherwise.

3. PAYMENT INFORMATION

Payments made through Surtrata may be processed by independent third-party payment gateways, banks, financial institutions, card networks, or other payment service providers.

Where a third-party payment provider processes the transaction, payment information may be collected and processed directly by that provider in accordance with its own terms, privacy policy, and security procedures.

Sthula Distributors may receive transaction-related information necessary to confirm payment, process orders, provide refunds, prevent fraud, maintain financial records, and provide customer support.

We do not intentionally store complete payment-card information where such information is processed directly by an authorized third-party payment processor.

4. AUTOMATICALLY COLLECTED INFORMATION

When you visit or use Surtrata, certain information may automatically be collected, including:

• IP address;
• Browser type and version;
• Device type;
• Operating system;
• Language and time-zone settings;
• Website pages visited;
• Products or books viewed;
• Search activity;
• Date and time of access;
• Referring website;
• Website interaction information;
• Cookies and similar technologies;
• Technical logs;
• Error and diagnostic information.

This information may be used to maintain website functionality, improve performance, analyze website usage, detect security issues, prevent fraud, and improve the customer experience.

5. PURPOSES FOR WHICH WE USE INFORMATION

Sthula Distributors may use information collected through Surtrata for legitimate business purposes, including:

5.1 Order Processing

• Accept and process orders;
• Confirm purchases;
• Process payments;
• Arrange packing and dispatch;
• Deliver books and other products;
• Provide order updates;
• Process cancellations;
• Process eligible returns and refunds;
• Maintain transaction records.

5.2 Customer Support

We may use information to respond to:

• Customer enquiries;
• Order-related questions;
• Delivery issues;
• Return or refund requests;
• Product-related concerns;
• Complaints;
• Other customer-service communications.

5.3 Website Operation and Improvement

• Operate the Surtrata website;
• Maintain customer accounts;
• Improve website functionality;
• Troubleshoot technical problems;
• Analyze website performance;
• Improve product listings;
• Improve customer experience;
• Develop new features and Services.

5.4 Fraud Prevention and Security

• Detect fraudulent transactions;
• Prevent payment abuse;
• Identify suspicious activity;
• Prevent unauthorized access;
• Investigate misuse of the website;
• Protect customers and the Company;
• Protect our systems, property, and business interests.

5.5 Legal and Regulatory Compliance

• Comply with applicable laws;
• Meet tax and accounting requirements;
• Respond to lawful governmental requests;
• Comply with court orders;
• Protect legal rights;
• Investigate suspected unlawful conduct;
• Enforce agreements and policies.

6. COMMUNICATIONS

We may contact customers through email, telephone, SMS, WhatsApp, website notifications, or other reasonable communication channels regarding:

• Orders;
• Payment;
• Shipping;
• Delivery;
• Returns;
• Refunds;
• Account security;
• Customer support;
• Policy changes;
• Other transaction-related matters.

These communications may be necessary for providing the Services and may continue even if you opt out of promotional communications.

7. MARKETING AND PROMOTIONAL COMMUNICATIONS

Where permitted by applicable law, Sthula Distributors may send promotional communications regarding:

• Books;
• New releases;
• Discounts;
• Offers;
• Promotions;
• Products;
• Services;
• Other commercial communications.

You may unsubscribe from promotional communications using the unsubscribe option provided in the communication or by contacting us.

Opting out of promotional communications will not necessarily prevent us from sending essential transactional or service-related communications.

8. COOKIES AND SIMILAR TECHNOLOGIES

Surtrata may use cookies, pixels, web beacons, local storage, analytics tools, and similar technologies.

These technologies may be used to:

• Maintain shopping-cart functionality;
• Keep users signed in;
• Remember preferences;
• Analyze website traffic;
• Improve website performance;
• Detect fraudulent or suspicious activity;
• Understand customer interactions;
• Measure marketing effectiveness;
• Improve website functionality.

You may control or disable cookies through your browser settings. However, disabling certain cookies may affect the functionality or availability of certain website features.

9. SHARING OF PERSONAL INFORMATION

Sthula Distributors does not sell customer personal information as a standalone commercial product.

However, information may be shared with third parties where reasonably necessary to operate Surtrata and provide our Services.

9.1 Payment Providers

Information may be shared with payment gateways, banks, financial institutions, and payment processors for processing transactions and refunds.

9.2 Shipping and Logistics Providers

We may share necessary information with courier companies, postal services, logistics providers, customs intermediaries, and delivery partners, including:

• Customer name;
• Delivery address;
• Contact number;
• Email address;
• Order details.

9.3 Technology and Service Providers

We may use third-party providers for:

• Website hosting;
• Cloud storage;
• IT services;
• Cybersecurity;
• Analytics;
• Customer support;
• Email delivery;
• Payment processing;
• Order management;
• Fraud prevention;
• Technical maintenance.

9.4 Legal Requirements

• Comply with applicable laws;
• Respond to lawful government or regulatory requests;
• Comply with court orders;
• Protect our legal rights;
• Investigate fraud or unlawful activity;
• Enforce our Terms & Conditions;
• Protect the rights, safety, security, or property of Sthula Distributors, customers, or others.

9.5 Business Transfers

If Sthula Distributors is involved in a merger, acquisition, restructuring, financing, sale of assets, reorganization, insolvency proceeding, or similar transaction, customer information may be transferred as part of the relevant business assets, subject to applicable law.

10. INTERNATIONAL DATA PROCESSING

Surtrata may accept orders from customers located in different countries.

As a result, personal information may be processed, stored, accessed, or transferred across national borders when reasonably necessary to:

• Process orders;
• Process payments;
• Deliver products;
• Complete customs procedures;
• Provide customer support;
• Prevent fraud;
• Maintain website infrastructure;
• Use third-party technology or service providers.

Where required by applicable law, Sthula Distributors will implement appropriate safeguards for international processing and transfers of personal information.

11. SHIPPING AND CUSTOMS INFORMATION

For international orders, Surtrata may provide relevant customer and order information to shipping companies, postal services, customs authorities, freight providers, and other organizations involved in the delivery process.

Customers are responsible for providing accurate delivery information.

Depending on the destination country, customers may be responsible for applicable:

• Customs duties;
• Import taxes;
• Local taxes;
• Clearance charges;
• Government fees;
• Other destination-country charges.

Delivery may be affected by customs procedures, government restrictions, transportation delays, weather conditions, strikes, or other circumstances beyond our reasonable control.

12. DATA RETENTION

Sthula Distributors may retain personal information for as long as reasonably necessary to:

• Complete transactions;
• Provide Services;
• Maintain customer and business records;
• Process returns and refunds;
• Handle complaints and disputes;
• Prevent fraud and abuse;
• Comply with tax, accounting, legal, and regulatory requirements;
• Enforce agreements;
• Establish, exercise, or defend legal rights.

When information is no longer reasonably required, it may be deleted, anonymized, or securely disposed of, subject to applicable legal requirements.

13. INFORMATION SECURITY

Sthula Distributors takes reasonable technical, organizational, administrative, and procedural measures to protect personal information against unauthorized access, misuse, alteration, disclosure, loss, or destruction.

However, no internet transmission, electronic storage system, website, or online transaction can be guaranteed to be completely secure.

Accordingly, Sthula Distributors does not guarantee that information transmitted over the internet or stored electronically will always be completely secure or immune from unauthorized access.

Customers are responsible for protecting their account credentials and devices and should notify Surtrata promptly if they believe that their account has been accessed without authorization.

14. THIRD-PARTY WEBSITES AND SERVICES

The Surtrata website may contain links to third-party websites, payment gateways, logistics providers, social-media platforms, or other external services.

Such third-party services operate independently and may have their own terms, privacy policies, and practices.

Sthula Distributors does not control and, to the maximum extent permitted by applicable law, is not responsible for the privacy, security, content, availability, or practices of independent third-party websites and services.

Customers are encouraged to review the applicable policies of third-party services before providing information to them.

15. BOOK AND PRODUCT INFORMATION

Sthula Distributors makes reasonable efforts to ensure that product titles, descriptions, images, prices, availability, editions, publication details, and other product information displayed on Surtrata are accurate.

However, certain variations may occur between the information displayed online and the physical product received, including:

• Cover design;
• Cover colour;
• Printing;
• Edition;
• Publisher formatting;
• Paper quality;
• Packaging;
• Other manufacturing or presentation differences.

Product information, pricing, availability, and images may be corrected, changed, or updated from time to time.

To the maximum extent permitted by applicable law, Sthula Distributors shall not be responsible for minor variations that do not materially affect the identity or functionality of the product.

Nothing in this section excludes any liability or consumer right that cannot lawfully be excluded.

16. ORDER ACCEPTANCE AND CANCELLATION

Placing an order through Surtrata constitutes a request to purchase the selected product.

An automated order confirmation or acknowledgment does not necessarily constitute final acceptance of the order.

Subject to applicable law, Sthula Distributors reserves the right to cancel, reject, or refuse an order in circumstances including:

• Product unavailability;
• Incorrect pricing;
• Incorrect product information;
• Technical or system errors;
• Payment failure;
• Suspected fraud;
• Unauthorized transactions;
• Incorrect or incomplete customer information;
• Shipping restrictions;
• Legal or regulatory restrictions;
• Other legitimate business or operational reasons.

Where payment has already been received for an order that is cancelled by Sthula Distributors, any applicable refund will be processed in accordance with applicable law and the applicable Return & Refund Policy.

17. RETURNS, REFUNDS AND CANCELLATIONS

Returns, cancellations, replacements, and refunds are governed by Surtrata's separate Return & Refund Policy.

Customers may be required to provide reasonable evidence to investigate a claim, including:

• Order number;
• Photographs;
• Packaging photographs;
• Product photographs;
• Delivery details;
• Other relevant information.

Claims may be subject to applicable eligibility criteria and time limits.

Nothing in this Privacy Policy or any Surtrata policy is intended to unlawfully restrict or remove any mandatory statutory or consumer right.

18. CUSTOMER CLAIMS AND DISPUTES

Sthula Distributors aims to resolve genuine customer concerns fairly and efficiently.

Customers are encouraged to contact Surtrata customer support before initiating formal proceedings and provide sufficient information and documentation for the matter to be investigated.

Customers agree, to the maximum extent permitted by applicable law, to provide Sthula Distributors with a reasonable opportunity to review and attempt to resolve a complaint before pursuing other remedies.

Nothing in this clause prevents a customer from exercising any mandatory statutory right or remedy that cannot legally be waived.

19. LIMITATION OF LIABILITY

To the maximum extent permitted by applicable law, Sthula Distributors Private Limited shall not be liable for indirect, incidental, special, consequential, exemplary, or punitive losses arising from or related to:

• Website interruptions;
• Internet or telecommunications failures;
• Third-party service failures;
• Customs delays;
• Delivery delays outside our reasonable control;
• Incorrect information provided by customers;
• Unauthorized access resulting from circumstances beyond reasonable security measures;
• Misuse of the website;
• Events beyond our reasonable control.

Where liability cannot legally be excluded, it shall be limited to the maximum extent permitted by applicable law.

Nothing in this Privacy Policy excludes or limits liability that cannot legally be excluded or limited.

20. FORCE MAJEURE

Sthula Distributors shall not be responsible for delay or failure to perform obligations caused by circumstances beyond its reasonable control, including:

• Natural disasters;
• War;
• Terrorism;
• Epidemics or pandemics;
• Government restrictions;
• Customs restrictions;
• Strikes;
• Transportation disruptions;
• Internet or telecommunications failures;
• Power failures;
• Cybersecurity incidents affecting third-party infrastructure;
• Other circumstances beyond reasonable control.

21. CUSTOMER ACCOUNT SECURITY

If you create an account on Surtrata, you are responsible for maintaining the confidentiality of your account credentials.

You must not:

• Share your password with unauthorized persons;
• Use another person's account;
• Attempt unauthorized access;
• Circumvent website security;
• Use the website for fraudulent or unlawful purposes.

Sthula Distributors may suspend or terminate an account where reasonably necessary to protect the website, customers, business operations, security, or legal rights, subject to applicable law.

22. CHILDREN'S PRIVACY

Surtrata is intended for general consumer use and is not specifically directed toward children.

Where applicable law requires parental or guardian consent for collection or processing of personal information from children, Sthula Distributors will comply with applicable legal requirements.

23. YOUR PRIVACY RIGHTS

Depending on your location and applicable law, you may have certain rights concerning your personal information, which may include:

• Requesting access to personal information;
• Requesting correction of inaccurate information;
• Requesting deletion of information;
• Requesting restriction of certain processing;
• Withdrawing consent where processing is based on consent;
• Objecting to certain processing;
• Requesting information regarding the processing of your personal information.

Such rights are subject to applicable legal limitations and exemptions.

Sthula Distributors may retain information where necessary for legal, tax, accounting, security, fraud-prevention, regulatory, dispute-resolution, or other legitimate purposes.

24. BUSINESS AND TRANSACTION RECORDS

Sthula Distributors may maintain records relating to:

• Orders;
• Payments;
• Refunds;
• Returns;
• Customer communications;
• Customer-support interactions;
• Complaints;
• Disputes;
• Fraud investigations;
• Transaction history;
• Other legitimate business activities.

Such records may be retained where necessary for legitimate business, legal, accounting, security, compliance, or dispute-resolution purposes.

25. POLICY MODIFICATIONS

Sthula Distributors may update or modify this Privacy Policy from time to time to reflect:

• Changes to our Services;
• Changes in technology;
• Changes in business practices;
• Changes in legal or regulatory requirements;
• Security requirements;
• Other legitimate business requirements.

The revised Privacy Policy will be published on the Surtrata website with an updated “Last Updated” date.

Where legally permitted, continued use of the Surtrata website after the effective date of an updated Privacy Policy constitutes acknowledgment of the revised Privacy Policy.

26. GOVERNING LAW AND JURISDICTION

The governing law, dispute-resolution mechanism, and jurisdiction applicable to purchases made through Surtrata shall be specified in the Surtrata Terms & Conditions.

Such provisions shall apply subject to any mandatory consumer-protection, privacy, e-commerce, or other laws applicable to the customer or transaction.

Nothing in this Privacy Policy is intended to unlawfully remove or restrict any right that cannot legally be excluded.

27. CONTACT INFORMATION

For questions, privacy requests, complaints, or concerns regarding this Privacy Policy or the handling of personal information, please contact:

28. IMPORTANT ACKNOWLEDGEMENT

By accessing, browsing, registering on, or purchasing products through Surtrata, you acknowledge that:

By continuing to use the Surtrata website, you acknowledge that you have read and understood this Privacy Policy.