terms of service.

01about Pokus

These Terms of Service (“Terms”) govern access to and use of the Pokus website, mobile application, at-home trial service and related services operated by POKUS TECHNOLOGIES PRIVATE LIMITED (“Pokus”, “we”, “us” or “our”). By accessing or using Pokus, booking a home trial or purchasing a product, you agree to these Terms. If you do not agree, please do not use the service.

Pokus operates an assisted beauty-commerce service that allows customers to discover and try beauty and personal-care products at home before deciding whether to purchase them. Customers may book a free appointment through the Pokus application. A trained Pokus beauty adviser visits the customer with a curated selection of products and testers. Customers have no obligation to purchase and pay only for products they choose to buy.

POKUS TECHNOLOGIES PRIVATE LIMITED is the customer-facing merchant responsible for payment collection, order fulfilment, customer support and eligible refunds.

02eligibility and accounts

You must be legally capable of entering into a binding agreement under applicable Indian law to use Pokus or place an order. You agree to provide accurate and complete information, including your name, telephone number, address and information required for booking, fulfilment or support.

You are responsible for activity performed through your account and for keeping account credentials and verification codes confidential. Notify us immediately if you suspect unauthorised account use.

03service availability

Pokus operates in selected areas of Bangalore. Serviceability, appointment slots, product selection and fulfilment times may vary according to location, inventory, traffic, customer availability and operational capacity. We may accept, reject, reschedule or cancel a booking when necessary. If we cannot honour a confirmed appointment, we will attempt to notify you and offer another available slot.

04free home trials

Booking and attending a Pokus home trial is free unless a different charge is clearly disclosed before confirmation. There is no obligation to purchase any product. If you choose not to purchase anything, no product payment will be collected.

You agree to provide a safe and lawful environment for the visit and to treat Pokus personnel respectfully. Pokus may end or decline a visit where there is a safety concern, abusive conduct, unlawful activity or material misrepresentation.

05product trials and hygiene

Testers are provided only to help customers evaluate products before purchasing fresh units. Pokus follows hygiene practices that include sanitising testers between visits and using single-use applicators for products that touch the skin or lips. Customers must follow the beauty adviser’s hygiene and usage instructions.

06products and availability

Pokus aims to provide genuine beauty and personal-care products in fresh, sealed packaging. Product availability is subject to inventory. Product images, colours and packaging are illustrative. Actual shades may appear different because of lighting, screen settings, batch differences or manufacturer packaging changes.

We may limit quantities, withdraw products or cancel an item where it is unavailable, incorrectly priced, subject to a safety concern or cannot lawfully be supplied. If an item becomes unavailable after payment, we will offer a replacement with your approval or issue a refund for that item.

07pricing, taxes and payment

The applicable price, taxes, discounts, delivery charges and other charges will be displayed or communicated before payment. You authorise Pokus and its payment-service providers, including Razorpay, to process the payment method you select. Pokus does not ordinarily receive or store complete card credentials when payment information is handled directly by a payment provider.

A payment is successful only after confirmation from the payment provider. If money is deducted but the transaction is not confirmed, contact support with the transaction details. Pokus does not provide lending, cash advances, stored-value services or peer-to-peer transfers.

08orders and fulfilment

An order is confirmed when Pokus accepts it and provides confirmation through the application or a registered contact channel. Purchased products are supplied as fresh, sealed units, subject to availability. Fulfilment may occur during the visit or through a subsequent delivery communicated to the customer.

Inspect the product and packaging at delivery and promptly report an incorrect, damaged, defective, expired or visibly tampered product. Ownership and risk pass to the customer upon delivery, subject to rights available under applicable law and the Refund & Cancellation Policy.

09cancellations, returns and refunds

Bookings, cancellations, returns, replacements and refunds are governed by the Pokus Refund & Cancellation Policy, which forms part of these Terms. Nothing in these Terms limits any non-waivable consumer right available under applicable law.

10promotions

Promotional codes, credits and discounts may be subject to validity periods, usage limits, eligible products and minimum order values. Promotions cannot be exchanged for cash and may not be combined unless expressly permitted. Pokus may cancel a promotion obtained through fraud, misuse or technical error.

11acceptable use

• Do not use Pokus for unlawful, fraudulent or abusive purposes.
• Do not provide false identity, contact, payment or delivery information.
• Do not interfere with the application, website, payment systems or security controls.
• Do not copy, scrape or commercially exploit Pokus content without permission.
• Do not retain, damage, contaminate or resell testers.
• Do not harass, threaten or endanger Pokus personnel.
• Do not seek products, refunds, discounts or credits through deception or repeated misuse.

12intellectual property

The Pokus name, application, website, designs, text, software and original content are owned by or licensed to POKUS TECHNOLOGIES PRIVATE LIMITED. These Terms grant you a limited, revocable, non-exclusive and non-transferable right to use Pokus for personal, lawful purposes. Third-party brand names, trademarks and product images remain the property of their respective owners.

13customer feedback and content

If you submit a review, photograph, message or other content, you confirm that you have the right to submit it and that it is accurate, lawful and does not infringe another person’s rights. You grant Pokus a non-exclusive, royalty-free licence to use feedback and reviews for operating and improving the service. Appropriate permission will be obtained before identifiable customer content is used in public marketing where required.

14privacy and communications

Collection and use of personal information are governed by the Pokus Privacy Policy. Where you provide marketing consent, Pokus may contact you through push notifications, SMS, email, telephone, WhatsApp, RCS or other available channels. You may withdraw marketing consent through an unsubscribe mechanism or by contacting support@pokus.ai. Essential booking, transaction, safety and account communications may continue.

15third-party services

Pokus may rely on payment processors, communications providers, mapping services and other third-party providers. Those services may have separate terms and privacy practices. Pokus will provide reasonable assistance for issues involving a Pokus order or payment.

16disclaimers

Pokus will provide its services with reasonable care and skill. Appointment times, inventory, product suitability and uninterrupted application access cannot be guaranteed in every circumstance. Beauty recommendations depend on information provided by the customer and do not guarantee a particular cosmetic result or individual suitability.

To the extent permitted by law, Pokus is not responsible for an adverse reaction caused by an undisclosed allergy, failure to follow instructions or use inconsistent with manufacturer directions. Nothing in these Terms excludes responsibility that cannot lawfully be excluded.

17limitation of liability

To the maximum extent permitted by law, Pokus will not be liable for indirect, incidental, special or consequential loss arising from use of the service. Pokus’s aggregate liability relating to a product order will not exceed the amount paid for the affected order, except where a different remedy or liability is required by law. These limitations do not affect statutory consumer rights or apply to fraud, wilful misconduct, gross negligence, personal injury caused by negligence or liability that cannot legally be limited.

18suspension and termination

We may restrict or terminate access where a user materially breaches these Terms, misuses the service, threatens safety, engages in fraud or where restriction is reasonably necessary to comply with law. Provisions intended to survive termination will continue.

19governing law and disputes

These Terms are governed by the laws of India. Please first contact support@pokus.ai so we can attempt to resolve a concern directly. Subject to statutory consumer rights and the jurisdiction of consumer commissions or other authorities, courts in Bengaluru, Karnataka will have jurisdiction.

20changes to these terms

We may update these Terms to reflect changes to our service, operations or legal obligations. Revised Terms will be posted with an updated effective date. Material changes may also be communicated through the application, website or registered contact details.

21contact and grievance redressal

Consumer complaints will be acknowledged within 48 hours of receipt and resolved within one month, in accordance with applicable law. Please include your registered contact details, order or transaction number and a description of the issue.