TERMS & CONDITIONS - SWAYAM CUSTOMER PORTAL

1. Manuvel Malabar Jewellers presents Swayam, a unique Customer Portal for the benefit of its customers available from anywhere and on any device that has an internet browser & connection and is up to date with the applicable security updates. Swayam has been designed keeping in mind the real world usage patterns of our customers. Customers at any of our outlets with registered mobile numbers can securely log into Swayam using a mobile OTP. Customers transacting with us at more than one location can see the trail of each of those relationships as applicable, & in once place without logging into multiple accounts, as long as the same mobile number was used. Customers can use Swayam to view transactions, make payments, manage loyalty points and purchase gift vouchers. Some features may roll out in due course, if not seen immediately. Further updates will be notified as and when applicable using appropriate channels, including but not limited to the Swayam mobile app for iOS/Android platforms.

2. In case of Scheme/Plan Remittance Payments, multiple installments w.r.t a single Scheme/Plan at one Outlet may be clubbed & paid together. Customers may select the relevant Scheme Subscription/Plan, and add the payment to the cart. Similarly, they may add payments for outstanding balances, new order advances or gift vouchers to the cart and make the payments in one shot.

3. Different outlets operating under the brand of Manuvel Malabar Jewellers may be running under different legal entities, based on the discretion of the management. To allow our customers to checkout with ease, while ensuring that we receive payments in the correct entity, Swayam has been designed for maximum convenience and therefore seamlessly splits the cart payment items into sub-carts for each legal entity, as applicable. More information about our legal entities is available in our General Terms & Conditions

4. Some of the payment modes available are Credit Cards, Debit Cards, Net Banking, UPI & Wallets. You may choose any of the available payment modes for making your payment. The payment modes may change from time to time, and we reserve the right to change/modify/remove this facility as we deem fit. Some payment modes may also require payment of a convenience fee, as applicable, which will be disclosed to the customer before they proceed with the payment. Any such fees is not received by Manuvel Malabar Jewellers and is directly credited to the bank/payment gateway as applicable in order to provide the payment facility for that transaction. Manuvel Malabar Jewellers also does not have any control over the amount of the fees charged for any transaction. 

5. We may contact customers for further clarification if we are unable to validate a payment. Customers will get an official SMS (with the updated Balance,  in case of Scheme/Plan Remittances) once the payment has been successfully validated. All official SMS communication from Manuvel Malabar Jewellers will be sent from our SMS handle MANUVL, Manuvl or manuvl, or thru WhatsApp notifications from our official WhatsApp channel 8083980839, or by email from our domain manuvelmalabar.com. By continuing to use the facilities provided, customers consent to our use of their data for the purposes of maintaining our transaction history and relationship with them and to communicate with them using channels as deemed appropriately fit, including but not limited to the channels aforementioned, with regard to that specific transaction, any other transaction, or any other matter that in our opinion may be relevant to a customer of Manuvel Malabar Jewellers. Customers can choose to update their Communciation Preferences in the Profile section if they do not wish to be contacted for promotional purposes.

6. Successful Transactions will be validated by us within 72 business hours of payment receipt. For Scheme Subscription remittances, the passbook may be viewed in the app after this validation is complete. Customers may also collect the updated passbook/Transaction Confirmation Document thru email/WhatsApp anytime after the transaction window is complete & they DO NOT need to send us a confirmation email if payments are made using Swayam.

7. If a Payment Successful page is not seen, or if a Payment Failed/Cancelled page is seen, it means that the Payment Was Unsuccessful. If any money has been deducted or processed by the customers' Bank or Card Issuer or Wallet Partner, please do not worry as the money will be automatically refunded to its source within 24-72 business hours. For any concerns after this time, Customers are advised to contact their Banking Partner.

8. Other than the aforementioned scenario, we do not entertain any requests for refunds once payments are successfully received. Customers may always choose to schedule their purchase as per their convenience from any of our stores and any prepaid amount shall be available for use after the payers identity has been verified. Please contact the CRM for more information.

9. We advise our Customers to make the most of this facility, & refrain from making payments using Direct Bank Transfer / NEFT, etc. 

SECURITY, DATA, FRAUD PROTECTION & FAILED PAYMENTS

1. We advise our Customers to always start and initiate each payment from the official online payments page https://swayam.manuvelmalabar.com ONLY.  Our older online payments page at https://pay.manuvelmalabar.com will be disabled shortly after the launch of the customer portal and customers visiting this page will be given an option to use Swayam. Using the correct page/link is required to ensure security and to correctly validate each transaction. Please bookmark the new page for your convenience. 

2. It has been noticed that certain customers who choose UPI as their preferred mode of Online Payment (i.e. using this site) are initiating subsequent transactions directly from their UPI app (for example - opening a UPI app like GooglePay and accessing the transaction history to repeat the payment). Such transactions will succeed from the customers' end but will FAIL at the bank since they have not originated from the official page as mentioned above, & will therefore be auto-refunded back to the customer by the bank/payment gateway. UPI QR codes in Swayam are dynamic i.e. each transaction has a unique QR code and is linked to the customer for a specific amount and is valid for a specific amount of time, unlike static QR codes that may be used at physical locations. We advise our customers to always start transactions from the official page as mentioned above, add the payments to the cart and then checkout using their preferred payment method to avoid this issue.

3. If for any other reason, a payment fails but money has been deducted from a customers' bank account, they may share details of such transactions with our Support channel, who will check on the status of such transactions, which in most cases will be auto-refunded back to the customers' source account within normal banking TAT windows of 3-5 working days.

4. All Refunds are governed by our Refund Policy, which can be accessed by clicking on the link at the bottom of this page.

5. Swayam is provided as a service as-is explictly and without warranty to our customers and we reserve the right to modify or discontinue any or all of its features at the discretion of the management. Swayam is also an information technology system and service, and is enabled by utlising resources of estabilished service providers, and therefore can be subject to errors, syncing delays, hacks, data loss or outages which may be beyond our control. Although we take great care in choosing partners and using systems with a track record of performance & reliability, we can not however guarantee that they will be completely free from fault of any kind or that their performance will be of a certain calibre. Therfore, no claims of injury or of any nature for any reason including but not limited to the aforementioned, to any user of this service, shall be entertained by Manuvel Malabar Jewellers under any circumstances. In case of any conflict of data, the data physically available & verifiable at the concerned outlet shall be deemed true and final under all circumstances. 

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PRIVACY POLICY

1. Any personal information shared with us using Swayam, or any other page on our domain manuvelmalabar.com is safe with us & will be protected by our Privacy Policy. 

2. We promise to never use/transmit/sell/share your personal information in any way with any person or organisation without your consent. However, we may use third party services to power certain experiences like online payment gateways, email/SMS/WhatsApp API gateways and so on, & in doing so may need to share your data in part or whole over external service provider systems. Although we take great care in selecting who we partner with to the extent that their service levels are acceptable to us and their commitments to data privacy are strong, we cannot however guarantee the efficacy of such commitments nor the reliability of such service levels, especially but not limited to cases of extraordinary circumstances. Notwithstanding the aforementioned, we reserve the right to change or discontinue using any or all third party services without prejudice as we may deem fit from time to time. Such changes may affect our services and experiences which are not guaranteed in any manner & any claims of damages or injury arising out of such changes will not be entertained.

3. We may communicate with you thru phone/email/SMS/WhatsApp or any other medium as applicable from time to time, in our endeavour to give you the most personal jewellery shopping experience, or specifically for the purposes with which they were collected, as the case may be. Any changes to this will be communicated with you and you will have the option of opting out of certain kinds of communication from us. Some communication with respect to authentication of a customer may however be mandatory for usage and delivery of certain services as may be applicable.

4. All official SMS communication from Manuvel Malabar Jewellers will be sent from our SMS handle MANUVL, Manuvl or manuvl. You may also receive WhatsApp notifications from our official WhatsApp channel 8083980839 or by email from our domain manuvelmalabar.com. By continuing to use the facilities provided on this page, you consent to our use of your data for the purposes of maintaining our transaction history and relationship with you and to communicate with you using channels as deemed appropriately fit, including but not limited to the channels aforementioned, with regard to this transaction, any other transaction, or any other matter that in our opinion may be relevant to you as a customer of the Manuvel Malabar Jewellers group.

5. Payments made on this page will be processed by a Secure Third Party payment gateway which is fully compliant with the latest security guidelines. We DO NOT store any of your secure & sensitive payment information.

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SHIPPING POLICY

In case of payments relating to In-store purchases, collection of items is the responsibility of the customer unless otherwise mentioned in the Sales Invoice. Manuvel Malabar Jewellers does not offer a pure Online Shopping experience currently.

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Click here for more information on Pricing & Cancellations/Refunds