Legal

Terms of Service

Terms of Service

Version 2.2 · Last Updated October 10, 2026 · Effective Date April 18, 2026

1. Introduction and Definitions

These Terms of Service ("Terms") constitute a legally binding agreement between you ("User", "you", or "your") and Tiona, a sole proprietorship operated by Devi Preetham Kumar Adimulam, having its registered address at Sierra-I-701, Rajapushpa Atria, Kokapet, Hyderabad, Telangana — 500075, India ("Tiona", "Company", "we", "us", or "our").

These Terms, together with our Privacy Policy and any policies expressly referenced in these Terms, govern your access to and use of:

  • The Tiona Business App (iOS and Android)
  • The Tiona Customer App (iOS and Android)
  • The Tiona Website (tiona.fit and associated subdomains)
  • Tiona Public Storefronts (hosted storefronts operated by Business Users)
  • The Tiona Admin & Support Panel (as applicable to Tiona personnel)
  • The Tiona Developer API, data portability, and backup services
  • All associated backend infrastructure, edge functions, and content

(collectively, the "Service" or "Platform").

1.1 Key Definitions

  • "Account" means the registered user profile created through phone-number verification and OTP authentication to access the Service.
  • "AI Features" means functionality powered by artificial intelligence, including AI measurement extraction, AI reply suggestions, AI design suggestions, AI virtual try-on, AI portfolio descriptions, ghost-mannequin background removal, and 3D product visualisation.
  • "API Token" means a secret credential issued to a Business User enabling programmatic access to the Developer API.
  • "Business User" means a tailor, boutique owner, fashion designer, or similar business entity that uses the Business App to operate its business.
  • "Buyer" means a Storefront Visitor who purchases goods or services from a Business User through a public storefront.
  • "Content" means any text, images, photographs, voice recordings, documents, portfolio items, products, measurements, portfolios, storefront listings, or other materials uploaded, submitted, or transmitted through the Service.
  • "Customer User" means an end customer who uses the Customer App.
  • "Data Fiduciary", "Data Processor", "Data Principal", "Personal Data", and related terms have the meanings ascribed under the Digital Personal Data Protection Act, 2023 ("DPDP Act").
  • "Developer API" means the REST APIs and related documentation made available by Tiona to Business Users for programmatic integration.
  • "IT Act" means the Information Technology Act, 2000.
  • "IT Rules 2021" means the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021.
  • "Staff User" means a staff member, partner, manager, tailor, or receptionist invited by a Business User to access the Business App under a defined role.
  • "Storefront" means a public website hosted by Tiona on behalf of a Business User, typically at {slug}.tiona.fit or a custom domain configured by the Business User.
  • "Storefront Visitor" means any person who visits a Storefront.
  • "Subscription" means the paid plan selected by a Business User to access premium Business App features.

Capitalised terms not otherwise defined have the meanings given in our Privacy Policy.

2. Acceptance of Terms

2.1 Binding Agreement

By downloading, installing, accessing, creating an Account on, or otherwise using any part of the Service, you acknowledge that you have read, understood, and agree to be bound by these Terms and the Privacy Policy. These Terms form an electronic contract valid under the IT Act and the Indian Contract Act, 1872.

2.2 If You Do Not Agree

If you do not agree to these Terms, you must not access or use the Service.

2.3 Minimum Age

You must be at least 18 years of age to create an Account or use the Service. By using the Service you represent and warrant that you are at least 18 years old, are of sound mind, are competent to enter into a contract under the Indian Contract Act, 1872, and are not barred from entering into such contracts under any applicable law.

2.4 Authority to Bind

If you use the Service on behalf of a business entity, you represent and warrant that you have the authority to bind that entity to these Terms, and "you" means both you individually and that entity.

2.5 Updates to Terms

We may update these Terms from time to time. Section 29 describes how changes take effect.

2.6 Incorporation by Reference

The Privacy Policy, Acceptable Use Policy, Refund Policy, Developer Terms (if any), Storefront Buyer Terms (Section 12), and any policies linked from within the Service are incorporated into these Terms by reference.

3. Service Description

Tiona is a smart tailoring business management platform. The Service is provided "as-is" and features may evolve from time to time.

3.1 Tiona Business App (for Business Users and Staff Users)

The Business App currently provides:

  • Customer and Lead Management — create, edit, search, tag, segment, and import customers from device contacts; manage leads; track relationship status.
  • Staff and Multi-Branch Operations — invite staff via phone/email; assign role-based permissions (owner/partner/manager/tailor/staff/receptionist); manage multiple business branches and branch-scoped data access.
  • Order Management — create, track, and update orders through their lifecycle (initiated, in progress, ready, delivered, cancelled); manage due dates, delivery, status history, fabric details, style notes, and reference images.
  • Body Measurements — record manual measurements or extract from photographs via AI; maintain versioned measurement history.
  • Payment Recording & Reconciliation — record payments received via cash, UPI, card, bank transfer, cheque, or other methods; issue refunds; generate and share payment receipts; reconcile UPI UTRs.
  • GST-Compliant Invoicing — generate invoices with sequential numbering, GSTIN, HSN codes, tax breakdowns, and e-receipt sharing, consistent with the Central Goods and Services Tax Act, 2017.
  • In-App Messaging — text, images, voice messages, documents, portfolio sharing, meeting invites, and payment requests.
  • VoIP Audio Calling — peer-to-peer calling between Business Users, Staff Users, and Customer Users using WebRTC.
  • AI Features — the AI Assistant (a multi-turn conversational AI over your own business data, with confirmed write actions in later phases); on-demand AI measurement extraction; AI reply suggestions; AI design suggestions; AI virtual try-on; AI portfolio description generation; and Portfolio Staging (background removal, ghost-mannequin in two variants, and 360-degree 3D spin video), including garment classification — subject to Section 8 and your plan limits.
  • Portfolio Showcase — upload, organise, and share portfolio items, with optional public sharing.
  • Public Storefront — opt-in public website showcasing the Business User's portfolio, products, services, and a checkout experience powered by Razorpay (Sections 11 and 12).
  • In-Store POS — capture walk-in sales, record orders and payments, and generate receipts for offline customers (Section 13).
  • Meeting Scheduling — schedule, confirm, reschedule, and manage in-person and online meetings.
  • Notifications — push, SMS, WhatsApp, and email notifications for order updates, payment reminders, meeting confirmations, and more.
  • Reports and Analytics — business dashboards, revenue analytics, customer and order reports, activity logs; export as CSV/XLSX/PDF.
  • Business Profile — public business profile with contact details, working hours, specialisations, location, and profile URL slug.
  • Speech Recognition — voice-to-form input for hands-free data entry, processed on-device.
  • Offline Mode — local caching and synchronisation when connectivity is restored.
  • Data Portability & Backup — one-tap "Download My Data" export, Google Sheets/Drive backup (opt-in), and the Developer API (Sections 14 and 15).

3.2 Tiona Customer App (for Customer Users)

The Customer App currently provides:

  • Order Tracking — real-time order status, due dates, delivery information.
  • Payments — view payment history and outstanding amounts.
  • Messaging — communicate with associated Business Users (text, images, voice, documents).
  • VoIP Audio Calling — in-app calling with Business Users and Staff Users.
  • AI Body Scanning — capture measurements via AI (opt-in).
  • Portfolio Browsing — view portfolios of associated Business Users.
  • Meeting Management — request, view, and manage meetings.
  • Business Discovery — search for nearby tailoring businesses.
  • Profile Management — manage profile, saved addresses, measurements, and preferences.
  • Notifications — push notifications for orders, messages, payments, and meetings.

3.3 Availability and Evolution

We may add, modify, or remove features at any time, subject to the notice obligations in Section 29. Some features may be available only in certain regions, on certain devices, in certain subscription tiers, or during beta periods.

3.4 Not Professional Advice

The Service and any AI output are tools to assist your business. Nothing in the Service constitutes legal, tax, financial, medical, or other professional advice. Business Users are solely responsible for the accuracy and legality of their use of the Service, including GST and tax filings.

4. Eligibility and Geographic Scope

4.1 Eligibility

You may use the Service if:

  • You are at least 18 years old.
  • You have the legal capacity to enter into a contract.
  • You are not barred from receiving services under applicable law, including export, anti-money-laundering, and sanctions laws.
  • You have not been previously removed from the Service by Tiona.

4.2 Geographic Scope

The Service is primarily intended for users in India and is designed around Indian regulatory frameworks (DPDP Act, IT Act, GST Act, RBI PA-PG guidelines). You may access the Service from other jurisdictions, but you are responsible for compliance with local law. We may restrict access in jurisdictions where the Service cannot lawfully operate.

4.3 Sanctions & Export Controls

You represent that you are not located in, ordinarily resident of, a national of, or controlled by a person or entity in any country or territory that is subject to comprehensive sanctions administered by the United Nations, Government of India, or the United States Office of Foreign Assets Control (OFAC), and that you are not on any restricted-party list.

5. User Accounts

5.1 Registration

You create an Account by providing your mobile phone number and verifying it through a One-Time Password (OTP) sent via SMS.

5.2 Account Types

  • Business Account — for Business Users on the Business App.
  • Customer Account — for Customer Users on the Customer App.
  • Staff User Sub-Account — for individuals invited by a Business User to access the Business App under a defined role. A Staff User operates within the Business User's workspace and subject to the Business User's configuration.

A single phone number may be associated with more than one account type.

5.3 Account Security

You are solely responsible for maintaining the confidentiality of OTPs, authentication tokens, session cookies, and API Tokens. You must not share your credentials. You agree to notify us immediately at security@tiona.fit if you suspect unauthorised access.

5.4 Accurate Information

You agree to provide accurate, current, and complete information during registration and to keep it current. We may suspend or terminate Accounts containing false or misleading information.

5.5 One Business per Business Account

Each Business Account corresponds to a single business entity (although that business may operate multiple branches). Sharing a Business Account among unrelated businesses or reselling access is prohibited.

5.6 Account Linking

Customer Users may be linked to Business Users through phone-number matching. By registering with a phone number that is present in a Business User's customer records, you consent to the automatic association of your Customer Account with that Business User's customer record.

5.7 Staff Invitations and Activity Visibility

Business Users may invite Staff Users by phone number or email. When you accept a staff invitation:

  • You acknowledge that the Business User is your employer or engager, and that your actions within the workspace are visible to the Business User.
  • You will receive a brief disclosure during onboarding, and your access is scoped to the role and branch assigned to you.
  • You are responsible for complying with the Business User's internal policies as well as these Terms.
  • If the Business User uses staff attendance (Business plan), each check-in and check-out records a selfie and your phone's location, and the app keeps your location ready while it is open on your phone — never in the background. Privacy Policy Section 21 explains exactly what is recorded and who can see it.
  • Either you or the Business User may end your access at any time.

5.8 Account Recovery

If you lose access to your phone number, you may request account recovery at support@tiona.fit. Recovery requires identity verification; we may decline or delay recovery if we cannot verify your identity.

6. User Content

6.1 Ownership

You retain all ownership rights in the Content you upload, submit, or transmit through the Service. Tiona claims no ownership of your Content.

6.2 Licence to Tiona

By uploading or submitting Content, you grant Tiona a worldwide, non-exclusive, royalty-free, sublicensable (solely to our sub-processors as necessary to provide the Service) licence to host, store, reproduce, process, transmit, and display your Content solely for the purposes of operating, maintaining, securing, and improving the Service for you and for performing any obligation or exercising any right under these Terms. This licence continues for as long as your Content remains on the Service and for a reasonable retention period thereafter as described in the Privacy Policy.

6.3 Licence Between Users

When you share Content (messages, portfolio items, storefront listings, payment requests, meeting invites) with another User through the Service, you grant the recipient a limited, non-exclusive licence to view and use such Content within the context of your business relationship and the Service's functionality.

6.4 Publicly Displayed Content

Portfolio items, storefront listings, business profiles, and other Content you choose to publish publicly (for example, via a public Storefront or public portfolio link) may be viewed, indexed by search engines, and cached by third parties. You grant Tiona the right to display such Content on the Service, including on Storefronts, share previews, and search results.

6.5 AI Feature Content

AI outputs generated at your request may be edited, used, and distributed by you subject to these Terms, the Privacy Policy, and the terms of our AI partners (Section 8). You bear responsibility for verifying AI outputs and for compliance with applicable law before using them commercially. You acknowledge that similar AI outputs may be generated for other users and that AI outputs are not exclusive.

6.6 Content Responsibility and Warranties

You represent and warrant that:

  • You own or have all rights and permissions necessary to use and share the Content.
  • Your Content does not infringe any third party's intellectual property, publicity, privacy, or other rights.
  • Your Content complies with all applicable laws, these Terms, and our Acceptable Use Policy.
  • You have obtained any consents required by law (including under the DPDP Act) to include another individual's personal data in your Content, including any body photographs or measurements of another individual.
  • If you record the details of a customer under 18, you have the consent of the child's parent or lawful guardian, as Section 9 of the DPDP Act requires. The parent's-consent record in the Service (Privacy Policy Section 16) helps you keep proof of that consent; it does not take this duty off you.
  • You have the right to make any public profile, portfolio item, or storefront listing public and that doing so does not breach any confidentiality obligation.

6.6A Image Uploads

When you upload an image (to chat, portfolio, storefront, profile, business logo, customer photo, order reference, or an AI Feature), the app automatically:

  • Strips EXIF and GPS metadata from the file before upload (so camera GPS, timestamps, and device serial are not sent to our servers or AI partners);
  • Compresses the image to a max long-edge of 1024–1280 pixels at a balanced quality to reduce payload size.

You are responsible for the contents of any image you upload, including for ensuring you have the right to depict any person shown in the image. You must not upload images that include non-consenting minors, intimate imagery, content that violates Section 10 (Acceptable Use) or Section 16 (Intermediary Status), or images that contain embedded malicious code.

6.7 Content Moderation

We reserve the right (but have no general obligation) to review, moderate, or remove Content that violates these Terms or applicable law. We will follow the notice-and-takedown process described in Section 16.

6.8 Feedback

If you provide suggestions, ideas, or feedback about the Service, you grant Tiona an irrevocable, worldwide, royalty-free licence to use, modify, and incorporate such feedback without any obligation to you. You waive any moral rights you may have in such feedback to the maximum extent permitted by law.

7. Subscription and Billing

7.1 Subscription Plans

The Business App is offered in multiple subscription tiers (for example, Starter, Professional, Business). Current plan names, features, limits (including AI Feature monthly caps, number of staff seats, number of branches, storage limits, API rate limits, and storefront features), and pricing are displayed within the app on the plan selection screen and on tiona.fit/pricing. The Customer App is free for Customer Users.

7.2 Free Trial

New Business Users may be eligible for a one-time free trial (the duration is displayed at sign-up; typically 7 days). No payment information is required to start a trial. At the end of the trial, you must subscribe to a paid plan to continue accessing premium features; otherwise your Account reverts to the Starter tier, subject to that tier's limits.

7.3 Payment Processing

Subscriptions are arranged directly with Tiona. We confirm the amount and the payment method with you, and activate your plan once payment is settled. There is no payment instrument stored with us and no automatic charge.

On iPhone, iPad and Mac you may instead subscribe through the Apple App Store. In that case Apple processes the payment and is the seller of record; Apple's terms and payment policies apply to that transaction.

Tiona does not store your credit card, debit card, bank account, or UPI credentials. Where a payment gateway is used for other services (for example storefront payments), it is Razorpay, a Payment Aggregator licensed by the RBI, and Razorpay's terms at https://razorpay.com/terms apply to those transactions.

7.4 Billing Cycle and Renewal

Subscriptions are billed annually (the cycle is shown before you pay).

Subscriptions arranged directly with Tiona do NOT renew automatically. Your plan runs to the end of the period you have paid for. We will contact you before it ends so you can choose whether to continue. Because no payment instrument is held on file, nothing is ever charged to you without you acting.

Subscriptions purchased through the Apple App Store DO renew automatically, as Apple requires. Apple charges your Apple account at the then-current rate unless you turn off auto-renewal in your Apple account settings at least 24 hours before the renewal date.

7.5 Taxes

All prices displayed are exclusive of applicable taxes unless otherwise indicated. GST at the prevailing rate is charged in addition to the Subscription price, as required by the GST Act. Tiona is responsible for paying GST collected on its own subscription revenue. Any tax, levy, duty, or withholding required in your jurisdiction is your responsibility.

7.6 Cancellation

For a subscription arranged directly with Tiona, there is nothing to cancel and no charge to stop — simply do not renew. If you would like us to close it sooner, email support@tiona.fit.

For an App Store subscription, cancel in your Apple account settings; Apple stops the renewal.

In either case:

  • Your Subscription remains active until the end of the period you have paid for.
  • Your Account reverts to the Starter tier at the end of that period.
  • Your data is retained and accessible within the Starter tier limits, subject to the Privacy Policy.

7.7 Refund Policy

  • If you cancel within 72 hours of a new billing cycle charge and have not used the Service materially during that cycle, you are eligible for a full refund for that cycle.
  • Refunds beyond the 72-hour window are at Tiona's discretion, except where required by applicable law.
  • Free trials are not eligible for refunds (no charge applies).
  • Approved refunds are returned by the same means the payment was made, or by bank transfer where that is not practical, within 5–7 business days.
  • Purchases made through the Apple App Store are refunded by Apple, under Apple's refund policy. We cannot refund an App Store purchase; request it through Apple.
  • To request a refund, email support@tiona.fit with your Account details and reason.

7.8 Non-Renewal

Because a subscription arranged directly with Tiona is not charged automatically, there is no failed payment, no retry sequence, and no grace period. Access runs to the end of the paid period and stops at that moment.

What stops. When the paid period ends, the Account becomes read-only. Everything already recorded — customers, orders, measurements, invoices, photos and reports — stays in the Account and remains viewable. Nothing is deleted. What you cannot do until a plan is renewed is add a new customer, record a new measurement, create a new order, or record a payment. Features specific to a higher plan also stop.

What we tell you first. For each of the seven days before the paid period ends, we notify the Account owner and any partners, naming the date the plan ends and counting down to it.

For an App Store subscription, Apple manages renewal and any billing-retry process. Access continues until Apple reports the subscription as expired, at which point the same read-only state applies. Because Apple controls that timing, the seven-day countdown above does not apply to App Store subscriptions.

7.9 Price Changes

We reserve the right to change Subscription prices. Changes:

  • Will be communicated to existing subscribers at least 30 days in advance via in-app notification and email (where available).
  • Take effect at the start of the next billing cycle after the notice period.
  • Do not apply to the current active billing period.

7.10 Proration and Plan Changes

Upgrades take effect immediately with a prorated charge for the remainder of the billing cycle. Downgrades take effect at the end of the current billing cycle.

7.11 Invoices

Tiona issues a GST-compliant tax invoice for each Subscription charge. To get a copy, ask us through Settings → Contact us in the app.

7.12 Chargebacks

Improperly filed chargebacks may result in Account suspension. We reserve the right to dispute chargebacks that are not made in good faith.

8. AI-Powered Features

8.1 AI Partners

AI Features are powered by Google Gemini (Google LLC) and Replicate (Replicate, Inc.). The specific partner used for each feature is described in the Privacy Policy (Section 8). All AI processing occurs on the partners' servers, which may be located outside India (primarily the United States).

8.2 Features Offered

  • AI Assistant — a multi-turn conversational AI that answers natural-language questions about your own business data (customers, orders, payments, measurements, portfolio, staff, analytics) by calling scoped, least-privilege tools. Depending on release phase and subscription tier, the Assistant may also propose write actions (such as adding a customer, updating an order status, scheduling a meeting, sending a message, creating an order, recording a payment, or processing a refund) which are only executed after you explicitly confirm them; high-risk writes may require re-entry of key parameters. The Assistant is read-only by default.
  • AI Measurement Extraction — estimates body measurements from photographs.
  • AI Reply Suggestions — suggests replies based on conversation context.
  • AI Design Suggestions / Virtual Try-On — generates design recommendations and visualisations from reference images.
  • AI Portfolio Descriptions — generates descriptive text for portfolio items.
  • Portfolio Staging (Image AI) — transforms a raw product photograph into a studio-style e-commerce image in one of four modes: (i) pure background removal on a white canvas, (ii) ghost-mannequin effect via Gemini generative models, (iii) ghost-mannequin via a Replicate segmentation/inpainting pipeline, (iv) 360-degree 3D spin video via the Replicate TRELLIS model. An image-analysis step may classify the garment (type, fabric, embroidery, neckline, etc.) via Gemini so the staging pipeline can select the right parameters.

8.3 Data Sent for Processing

Subject to the Privacy Policy, the data you submit to an AI Feature is transmitted over TLS to the relevant partner:

  • AI Assistant: your prompt, the last up-to-15 turns of the conversation, your business/branch/role context, your preferred language, and — when the model calls a tool — the tool-call parameters and the tool-call results (which may include customer, order, payment, measurement, portfolio, or staff data scoped to your own business).
  • Image features (measurement, design, try-on, portfolio description, staging): the image(s) you provide plus any optional text prompt. EXIF/GPS metadata is stripped before upload (see Privacy Policy Section 8.7).
  • Text features (reply suggestions): conversation text snippets.

AI partners do not use your inputs to train their foundation models under our API/enterprise agreements and retain inputs only for limited abuse-monitoring windows (typically up to 30 days).

8.4 Human-in-the-Loop for AI Assistant Writes

Write actions proposed by the AI Assistant are never executed automatically. The Assistant generates a confirmation card summarising the proposed change and its parameters. The action runs only after you explicitly tap Confirm. High-risk actions (for example, recording a payment, creating an order, or processing a refund) may require you to re-enter a key parameter such as the amount. You are responsible for reviewing every confirmation card before confirming.

8.5 Data Isolation

  • The AI Assistant operates strictly within the boundaries of your authenticated session, business, branch, and role. It cannot access data belonging to another business.
  • Supabase Row Level Security is enforced on every tool call made by the Assistant.
  • Customer Users' Assistant tools are narrower than Business Users' tools and cannot access other customers' data.

8.6 Accuracy and "As-Is" Disclaimer

AI outputs — conversational answers, measurements, design suggestions, try-on visualisations, reply suggestions, descriptions, staged images, and 3D renderings — are estimates and suggestions only and may be incomplete, outdated, or incorrect (including as a result of "hallucinations").

  • AI-extracted body measurements are approximate. You must verify them manually before cutting fabric or charging a customer.
  • AI Assistant answers — especially quantitative answers (revenue, dues, counts) — must be sanity-checked against the relevant dashboard or report before relying on them for business, accounting, tax, or legal decisions.
  • Design suggestions and virtual try-on images are illustrative only and may not reflect the final garment.
  • Reply suggestions are auto-generated; review all suggestions before sending.
  • Ghost-mannequin removal, background removal, and 3D rendering may contain artifacts.

Tiona and our AI partners make no warranty as to the accuracy, appropriateness, or fitness of any AI output for any particular purpose. You are responsible for any decisions or actions you take on the basis of AI outputs.

8.7 Opt-In, Rate Limits, and Kill Switch

  • AI Features are strictly opt-in. You must actively initiate an AI action to trigger processing.
  • You may disable or decline to use any AI Feature without losing access to the Service's core functions.
  • Plan-tier AI usage caps and per-plan rate limits apply and reset at the start of each billing cycle.
  • Tiona may operate a kill switch that temporarily disables the AI Assistant or specific AI Features in the event of systemic abuse, partner outage, or security concern; we will aim to restore service promptly.

8.8 Biometric-Adjacent Photographs

Photographs you submit for AI measurement or virtual try-on may reveal physical characteristics. We handle them as Sensitive Personal Data or Information under the SPDI Rules and as described in the Privacy Policy. We do not use photographs for biometric identification, facial recognition, or identity verification. EXIF/GPS metadata is stripped from images before upload.

8.9 User Responsibility for AI Output Use

You are solely responsible for how you use AI outputs. You must comply with all applicable laws, including those relating to intellectual property, advertising, consumer protection, product labelling, and GST invoicing. Do not use AI outputs to impersonate, mislead, infringe, defraud, or harm others. You must not rely on AI Assistant answers as the sole basis for financial, tax, legal, medical, or other professional decisions.

8.10 Ownership of AI Outputs

As between you and Tiona, you may use, modify, and distribute AI outputs generated at your request, subject to these Terms, the Privacy Policy, and the partners' terms. AI outputs are not exclusive to you — the model may produce similar outputs for other users for different prompts. Tiona does not claim ownership of AI outputs, but we do not warrant that any AI output is protectable by IP, non-infringing, or original.

8.11 Prompt Injection and Abuse

You must not attempt to manipulate the AI Assistant or any AI Feature through prompt injection, system-prompt extraction, jailbreak prompts, or other adversarial inputs designed to bypass safety rules, exfiltrate system prompts, or cause the model to perform actions outside its intended scope. Detected abuse may result in rate-limiting, suspension, or termination.

8.12 Future AI Partners

We may add or change AI partners with at least 30 days' notice for material changes, as described in Section 29. A current list of partners is maintained in the Privacy Policy and at tiona.fit/privacy.

9. Messaging and Communication

9.1 In-App Messaging

The Service provides real-time messaging between Users and Staff Users, including text, images, voice messages, documents, portfolio sharing, meeting invites, and payment requests. Messages are stored on our servers and synchronised across your devices. Message retention follows the Privacy Policy.

9.2 VoIP Audio Calling

Audio calls use WebRTC peer-to-peer technology. Call audio is not recorded or stored by Tiona. Call signalling metadata (caller, recipient, duration, timestamp, call type) is recorded for service operation and billing.

9.3 External Notifications (SMS, WhatsApp, Email)

Business Users may trigger SMS, WhatsApp, and email notifications to their customers or staff through third-party providers (MSG91, Meta's WhatsApp Business service, and our transactional email provider). By using these features:

  • Business Users represent that they have obtained consent to contact the recipient under the Telecom Commercial Communications Customer Preference Regulations, 2018 (TRAI TCCCPR) and other applicable laws.
  • Business Users are responsible for the content of outbound messages.
  • Delivery is subject to the availability and terms of the underlying providers, carrier networks, and WhatsApp Business Policy.
  • Promotional / marketing messages are prohibited through the transactional message channels.

9.4 UPI Deep Links

Payment requests generated by the Business App create UPI deep links that, when tapped by the Customer User, open the Customer User's UPI app (e.g., PhonePe, Google Pay, Paytm, BHIM). The UPI transaction happens directly between the Customer User's UPI app and the Business User's UPI account and is outside Tiona's control. Tiona is not a Payment Aggregator for these flows and does not handle, hold, or escrow funds.

9.5 Prohibited Content in Messages

You must not send, upload, or transmit Content that:

  • Is unlawful, harmful, threatening, abusive, harassing, defamatory, obscene, invasive of privacy, or hateful.
  • Infringes any intellectual property, publicity, or other rights.
  • Contains viruses, malware, or other harmful code.
  • Constitutes spam, unsolicited advertising, phishing, or scam communications.
  • Violates the IT Act, IT Rules 2021, TRAI TCCCPR, or other applicable law.

Violations may result in content removal, Account suspension, or termination.

9.6 Message Retention

Messages, voice recordings, and media are stored as described in the Privacy Policy. Upon Account deletion, message data is processed under Section 26.

10. Acceptable Use Policy

10.1 Prohibited Conduct

You agree to use the Service only for lawful purposes. You must not:

  • Conduct fraudulent, deceptive, or illegal activity.
  • Impersonate any person or entity or misrepresent your affiliation.
  • Attempt to gain unauthorised access to the Service, another user's Account, or systems connected to the Service.
  • Interfere with or disrupt the Service, servers, or networks.
  • Use automated scripts, bots, scrapers, or crawlers without our prior written consent (a robots.txt-respecting search engine crawler is implicitly permitted on public storefronts).
  • Reverse engineer, decompile, or disassemble the Service except to the extent permitted by Section 63 of the Copyright Act, 1957, or other non-waivable applicable law.
  • Harvest, collect, or store other users' personal data except as necessary for legitimate business use of the Service.
  • Circumvent, disable, or interfere with security features, rate limits, or subscription plan limits.
  • Use the Service to damage, disable, overburden, or impair it.
  • Resell, sublicense, or commercially exploit the Service without our written authorisation.
  • Use the Service in breach of the DPDP Act, IT Act, IT Rules 2021, RBI directions, GST Act, or any other applicable law.

10.2 Rate Limits

The Service imposes rate limits on API calls, message sending, file uploads, AI Feature usage, OTP requests, and storefront checkout. Circumvention is a breach of these Terms.

10.3 Anti-Money-Laundering

You must not use the Service to process payments or record transactions related to money laundering, terrorism financing, fraud, or any activity prohibited under the Prevention of Money Laundering Act, 2002, or related laws.

10.4 Enforcement

Violations may result in warnings, temporary suspension, permanent termination, removal of Content, refusal of refunds, and/or referral to law enforcement, at our sole discretion and proportionate to the severity of the violation.

11. Public Storefront — Seller Terms (Business Users)

A Business User may opt to enable a public Storefront. These Seller Terms apply in addition to the rest of these Terms when you operate a Storefront.

11.1 Eligibility and KYC

  • You must be a bona fide business entity authorised to sell the products and services listed.
  • You must keep your GSTIN, PAN, business address, and payout bank details accurate where required for Razorpay onboarding.
  • You must comply with the Legal Metrology (Packaged Commodities) Rules, 2011, the Consumer Protection (E-Commerce) Rules, 2020, and other applicable product-sale laws.

11.2 Listings

You are solely responsible for the accuracy, lawfulness, and completeness of every listing, including product names, descriptions, images, prices, taxes, HSN codes, available quantities, and delivery lead times.

11.3 Seller Responsibilities

As a Seller, you must:

  • Provide clear and accurate information on pricing (inclusive of GST), total delivery charges, return/refund/cancellation policy, country of origin, contact details, and grievance redress mechanism.
  • Ship the goods or deliver the services within the promised timelines.
  • Issue a valid tax invoice to the Buyer, in compliance with the GST Act.
  • Honour applicable warranties and handle returns/refunds in accordance with the CP E-Commerce Rules.
  • Respond to Buyer grievances promptly (acknowledge within 48 hours, resolve within 30 days).
  • Maintain the books and records required under applicable law.
  • Not engage in dark patterns as defined by the Central Consumer Protection Authority guidelines (including drip pricing, false urgency, disguised advertisements, basket sneaking, or bait-and-switch).

11.4 Taxes and Tax Collected at Source (TCS)

  • You are responsible for declaring and paying your own GST, income tax, and any other tax on Storefront sales.
  • If Tiona is required under Section 52 of the CGST Act or Section 194-O of the Income Tax Act to deduct TCS or TDS on e-commerce transactions through the Platform, we will deduct and remit such amounts and issue you the appropriate certificates.
  • You indemnify Tiona against any tax, penalty, or interest arising from your non-compliance.

11.5 Platform Role

Tiona is the technology platform hosting your Storefront. Tiona is not the seller of the goods or services offered on your Storefront, does not take title to inventory, does not warehouse goods, and does not fulfil or ship orders. Tiona's role is limited to platform technology and payment-aggregation via Razorpay.

11.6 Fees

Fees for the Storefront service (if any, including transaction fees, subscription fees, or custom-domain fees) are disclosed in the app and in your Subscription. Razorpay's payment-gateway fees apply and are deducted from Buyer payments before payout.

11.7 Content on the Storefront

All Content on your Storefront is subject to Sections 6 (User Content) and 16 (Content Moderation). Infringing, unlawful, deceptive, or dark-pattern Content may be removed by Tiona at any time to preserve our safe-harbour status.

11.8 Custom Domains

You may connect a custom domain to your Storefront. You warrant that you own or have the right to use the domain. DNS configuration is your responsibility.

11.9 Termination of Storefront

Tiona may suspend or disable a Storefront for violation of these Terms, applicable law, or in response to a valid legal order. You may disable your Storefront at any time in Settings.

12. Public Storefront — Buyer Terms (Storefront Visitors)

These Buyer Terms apply to any person who visits a Storefront or places an order through a Storefront. By clicking "Place Order" or equivalent you accept these Buyer Terms.

12.1 Contract of Sale

The contract of sale for goods or services listed on a Storefront is between the Buyer and the Business User (Seller). Tiona is not a party to that contract. Tiona is an "intermediary" as defined in Section 2(1)(w) of the IT Act and merely provides the technology and payment platform.

12.2 Order Confirmation

Order confirmation by email, SMS, or on-screen confirmation means the Seller has accepted the order unless the Seller cancels within a reasonable time for legitimate reasons (e.g., stock-out, pricing error).

12.3 Pricing and Taxes

Prices shown on a Storefront include GST unless otherwise indicated. Total order cost (including delivery charges) is shown before checkout.

12.4 Payment

Payment is processed by Razorpay. By paying, you agree to Razorpay's terms. Tiona does not store card, bank, or UPI credentials.

12.5 Shipping and Delivery

Shipping and delivery are the Seller's responsibility. Estimated timelines are shown at checkout. Delays may occur due to carrier issues, force majeure, or other factors.

12.6 Cancellation, Returns, and Refunds

Cancellation, return, and refund policies are set by the Seller and displayed on the Storefront. In addition, rights under the Consumer Protection Act, 2019 and CP E-Commerce Rules apply. Refunds are processed through Razorpay to the original payment method.

12.7 Buyer Grievances

Buyer grievances about a Seller or an order must first be raised with the Seller. If not resolved, escalate to Tiona's Grievance Officer (Section 31). Buyers may also approach the appropriate Consumer Disputes Redressal Commission.

12.8 Buyer Privacy

Your privacy is governed by the Privacy Policy, in particular Section 19 (Public Storefront Privacy).

12.9 Prohibited Buyer Conduct

Buyers must not engage in fraudulent purchases, abuse the checkout flow, attempt to exploit promo codes in bad faith, or harass Sellers.

13. In-Store Point-of-Sale (POS)

13.1 Purpose

The In-Store POS feature enables Business Users and Staff Users to capture walk-in sales, record orders and payments, and generate receipts for offline customers. The POS is a bookkeeping and receipt-generation tool; it is not a payment terminal and does not route funds through Tiona.

13.2 Customer Data

If a walk-in customer's personal data is entered into the POS, the Business User is responsible for providing appropriate notice and obtaining any required consent, and acts as Data Fiduciary. Tiona processes such data on the Business User's behalf as Data Processor.

13.3 Payments

Payments recorded through the POS occur directly between the walk-in customer and the Business User (cash, UPI deep link, card on a separate terminal, bank transfer). Tiona does not facilitate or settle these payments.

13.4 Receipts

POS receipts may be shared via SMS, WhatsApp, email, or as a printable/PDF document. Business Users are responsible for GST-compliant invoicing where applicable.

14. Data Portability and Backup

14.1 Download My Data

Business Users can initiate a one-tap "Download My Data" export in the Business App. The export includes your profile, customers, orders, payments, messages (metadata and content), measurements, portfolio, and meetings, provided in XLSX (or CSV/JSON on request).

14.2 Google Sheets / Google Drive Backup

Business Users may opt in to a recurring backup of business data to their own Google Drive (in a Google Sheet created in your Drive). When you connect the backup:

  • You authorise Tiona, via OAuth 2.0, to create and update a Sheet in your Google Drive using the drive.file and spreadsheets scopes.
  • Your refresh token is stored encrypted in Supabase Vault; you may revoke at any time from within the app or from your Google Account → Security → Third-party access.
  • Sync frequency (on-demand, nightly, or weekly, depending on plan) is shown in the app.
  • Data written to your Drive is under your control; Tiona cannot retrieve it from your Drive except to write the next sync.
  • Google's terms and privacy policy apply to data stored in your Google account.

14.3 Data Portability Rights

See Section 14.4 of the Privacy Policy for your rights under the DPDP Act, including on-request export in a structured, commonly used, machine-readable format, free of charge.

15. Developer API and API Tokens

15.1 Developer Access (Opt-In)

Business Users may generate API Tokens to enable programmatic access to their own Tiona data via our Developer API, subject to these Terms and any separately published Developer Terms.

15.2 Token Lifecycle

  • API Tokens are scoped to the issuing Business User and to the permissions selected at issuance.
  • Tokens are shown only once at generation (prefix tiona_live_sk_…) and stored only as hashes.
  • Tokens expire on a configurable rotation schedule; we send reminder emails before expiry.
  • You may revoke any token at any time from Settings.
  • Leaked tokens detected via the GitHub Secret Scanning Partner Program are automatically revoked; we will notify you.

15.3 Acceptable API Use

  • Respect rate limits and caching guidance.
  • Do not use the API to bulk-export data about individuals for resale or marketing lists.
  • Do not use the API to circumvent Platform features, subscription limits, or security controls.
  • Do not publish or embed tokens in client-side code, public repositories, or third-party environments that you do not control.

15.4 Your Responsibility

You are responsible for all actions taken using your API Tokens, including actions by any third party you authorise. Treat API Tokens as confidential credentials.

15.5 Suspension

We may suspend or revoke API Tokens that we reasonably believe are being misused, leaked, or used in violation of these Terms or applicable law.

16. Intermediary Status and Content Moderation

16.1 Intermediary Status

Tiona is an "intermediary" within the meaning of Section 2(1)(w) of the IT Act and relies on the safe-harbour provided by Section 79 of the IT Act, subject to compliance with the IT Rules 2021.

16.2 Rules and Regulations for Users

Pursuant to Rule 3(1)(b) of IT Rules 2021, by using the Service you agree not to host, display, upload, modify, publish, transmit, store, update, or share any information that:

  • (i) belongs to another person and to which you do not have any right;
  • (ii) is defamatory, obscene, pornographic, paedophilic, invasive of another's privacy (including bodily privacy), insulting or harassing on the basis of gender, libellous, racially or ethnically objectionable, relating or encouraging money laundering or gambling, or otherwise inconsistent with or contrary to the laws in force;
  • (iii) is harmful to children;
  • (iv) infringes any patent, trademark, copyright, or other proprietary rights;
  • (v) violates any law in force;
  • (vi) deceives or misleads the addressee about the origin of the message, or knowingly and intentionally communicates any information which is patently false or misleading but may reasonably be perceived as a fact;
  • (vii) impersonates another person;
  • (viii) threatens the unity, integrity, defence, security, or sovereignty of India, friendly relations with foreign States, or public order, or causes incitement to an offence;
  • (ix) contains software viruses or any other computer code, file, or program designed to interrupt, destroy, or limit the functionality of any computer resource;
  • (x) is patently false and untrue, and written or published in any form, with the intent to mislead or harass a person, entity, or agency for financial gain or to cause any injury.

16.3 Takedown

Users and third parties can report violating Content by emailing grievance@tiona.fit or through Settings → Contact us in the app. See Privacy Policy Section 24 for the takedown process, timelines, and appeal rights.

16.4 Monthly Compliance Reporting

If Tiona is classified as a Significant Social Media Intermediary under IT Rules 2021, we will publish monthly compliance reports as required. As at the Effective Date, Tiona does not meet the threshold.

16.5 Preservation of Records

We will preserve information and associated records of a user for at least 180 days for investigation purposes after Account removal, or longer if required by a competent authority or court.

17. App Security and Anti-Tamper

To protect users against fraud, unauthorised access, and malware:

  • We deploy runtime application self-protection (RASP) via Talsec/FreeRASP to detect rooting, jailbreak, debuggers, emulators, hooking frameworks, and repackaged builds.
  • We may restrict or decline features, warn you, or terminate sessions on devices detected as compromised.
  • We rotate API Tokens and credentials and automatically revoke those detected as leaked.
  • You must not attempt to bypass, disable, tamper with, or mislead these protections, including by modifying the app binary, instrumenting the runtime, or operating on a compromised device.

18. Intellectual Property

18.1 Tiona's IP

The Service — including software, source code, design, user interface, graphics, logos, trademarks, documentation, and other intellectual property — is owned by or licensed to Tiona and is protected under the Copyright Act, 1957, the Trade Marks Act, 1999, the Patents Act, 1970, the Designs Act, 2000, and other applicable intellectual property laws. Nothing in these Terms grants you any right, title, or interest in Tiona's IP except a limited, non-exclusive, non-transferable, revocable right to use the Service in accordance with these Terms.

18.2 User IP

As stated in Section 6, you retain ownership of Content you create. Portfolio images, designs, photographs, and other creative Content remain your IP.

18.3 Third-Party IP

Certain components of the Service are provided under open-source or third-party licences. Those licences govern their respective components and are acknowledged within the app or available on request.

18.4 IP Infringement Notice (DMCA-equivalent)

If you believe Content on the Service infringes your intellectual-property rights, send a notice to grievance@tiona.fit including:

  • Identification of the work alleged to be infringed
  • Identification of the allegedly infringing material (URL, message ID, location)
  • Your contact details
  • A statement that you have a good-faith belief the use is not authorised
  • A statement under penalty of perjury that the information is accurate and you are the rights-holder or authorised to act
  • Your physical or electronic signature

We will process valid notices under Rule 3(1)(d) of IT Rules 2021. Counter-notices are welcome from affected users.

18.5 Trademarks

"Tiona" and related marks are trademarks of Devi Preetham Kumar Adimulam. You may not use them in any manner that suggests endorsement, affiliation, or sponsorship without our prior written consent, except as incidental to normal use of the Service (for example, a "Powered by Tiona" label on shared portfolio or storefront links).

19. Third-Party Services

19.1 Sub-Processors

The Service integrates with third-party services including Supabase, Firebase, Razorpay, Google Gemini, Replicate, Google Maps Platform, Google Drive/Sheets, Google OAuth, MSG91, Meta (WhatsApp), Sentry, Apple APNs/PushKit, Apple App Store, Google STUN, Vercel, Talsec/FreeRASP, PostalPinCode.in, Zippopotam.us, ExchangeRate-API, and the GitHub Secret Scanning Partner Program. The full list (including purpose, region, and policy links) is maintained in the Privacy Policy, Section 9.

19.2 Acknowledgment

By using the Service, you acknowledge that your data may be processed by these third parties under their respective terms. We encourage you to review their policies.

19.3 No Endorsement

Mention of a third-party service does not constitute endorsement of that service's other products. Tiona is not responsible for the availability, accuracy, lawfulness, or practices of third-party services. Any disruption or change in a third-party service may affect certain Platform features; Tiona is not liable for such disruptions.

19.4 Payment Disputes

Payment-related disputes with Razorpay should be directed to Razorpay's support in the first instance; we will assist in facilitating resolution where possible.

20. Service Availability

20.1 No Guarantee of Availability

The Service is provided on an "as is" and "as available" basis. We do not guarantee that the Service will be uninterrupted, timely, secure, or error-free.

20.2 Maintenance

We may perform scheduled or unscheduled maintenance that affects availability. We will make reasonable efforts to notify you of planned maintenance in advance.

20.3 Offline Mode

The Business App provides offline functionality. Data created or modified offline is synchronised on reconnection. Tiona is not responsible for conflicts or losses during synchronisation beyond our reasonable control.

20.4 Force Majeure

Tiona is not liable for any failure or delay caused by circumstances beyond our reasonable control, including natural disasters, pandemics, government actions, war, terrorism, civil unrest, power outages, telecommunications failures, internet shutdowns, cyberattacks, or failures of third-party service providers.

20.5 Beta Features

Features marked "beta", "preview", or "experimental" are provided as-is, may change, and are not covered by any service level commitment. They may be withdrawn at any time.

21. Warranties and Disclaimers

21.1 No Warranties

To the maximum extent permitted by applicable law, the Service and all Content, AI outputs, and materials provided through the Service are provided without warranties of any kind, whether express, implied, statutory, or otherwise, including any warranties of merchantability, fitness for a particular purpose, title, non-infringement, accuracy, availability, security, or uninterrupted operation.

21.2 No Professional Advice

The Service does not provide legal, tax, financial, medical, or professional advice. AI outputs are estimates and suggestions only. You are responsible for obtaining professional advice as needed.

21.3 Consumer Rights Preserved

Nothing in this Section excludes or limits warranties or rights that cannot be excluded or limited under the Consumer Protection Act, 2019, or other applicable mandatory law.

22. Limitation of Liability

22.1 Cap

To the maximum extent permitted by applicable law, Tiona's total aggregate liability to you for any and all claims arising out of or relating to these Terms or the Service in any 12-month period shall not exceed the greater of: (a) the total amount paid by you to Tiona in the 12 months preceding the event giving rise to the claim, or (b) INR 5,000.

22.2 Exclusion of Consequential Damages

To the maximum extent permitted by applicable law, Tiona and its directors, employees, partners, agents, licensors, and sub-processors shall not be liable for any indirect, incidental, special, consequential, punitive, or exemplary damages, including loss of profits, goodwill, data, business opportunities, reputation, or revenue, arising out of or in connection with:

  • Your access to or use of (or inability to access or use) the Service;
  • Any Content obtained from the Service, including AI-generated outputs;
  • Unauthorised access, use, or alteration of your Content or transmissions;
  • Any third-party conduct or Content on the Service, including by Business Users, Customer Users, Buyers, or Sellers;
  • Inaccuracy of AI measurements, design suggestions, or other AI outputs;
  • Loss or corruption of data, including data lost during offline synchronisation;
  • Payments between Business Users and their customers or Buyers, including non-payment, overpayment, or refund disputes;
  • Failure or delay of any third-party sub-processor.

22.3 Essential Purpose

These limitations apply even if a remedy fails of its essential purpose and regardless of the theory of liability (contract, tort, strict liability, statute, or otherwise).

22.4 Consumer Protection

Nothing in this Section excludes or limits any liability that cannot be excluded or limited under the Consumer Protection Act, 2019 or other applicable mandatory law.

23. Indemnification

You agree to defend, indemnify, and hold harmless Tiona, its officers, directors, employees, agents, and affiliates from and against any claims, liabilities, damages, losses, costs, and expenses (including reasonable attorney's fees) arising out of or in connection with:

  • Your use of the Service or breach of these Terms.
  • Your Content, including any claim that it infringes intellectual property, privacy, publicity, or other rights.
  • Your violation of any applicable law.
  • For Business Users: your handling of customer, staff, storefront-buyer, or walk-in personal data, including failure to obtain required consent or comply with Data Fiduciary obligations under the DPDP Act.
  • For Business Users: the content of SMS, WhatsApp, or email notifications sent through the Service.
  • For Business Users operating Storefronts: non-fulfilment, defective products, delivery failures, or sales-tax non-compliance.
  • Unauthorised use of your Account, API Token, or OAuth connection attributable to your failure to maintain security.
  • Your use or misuse of AI Features and AI outputs.

Tiona reserves the right, at its own expense, to assume exclusive defence and control of any matter subject to indemnification, and you will cooperate in asserting available defences.

24. Dispute Resolution

24.1 Informal Resolution

Before initiating formal dispute resolution, you agree to contact us at support@tiona.fit and attempt to resolve the dispute informally within 30 days.

24.2 Mediation

If informal resolution fails, either party may propose mediation before a mutually agreed mediator. Mediation costs are shared equally.

24.3 Arbitration

Unresolved disputes shall be settled by binding arbitration under the Arbitration and Conciliation Act, 1996 (as amended). The arbitration shall be conducted by a sole arbitrator mutually appointed by the parties, or, failing agreement, appointed in accordance with the Act. The seat of arbitration shall be Bengaluru, Karnataka, India. The language shall be English. The arbitral award shall be final and binding.

24.4 Jurisdiction

Subject to the arbitration clause, the courts of Bengaluru, Karnataka, India shall have exclusive jurisdiction over any proceedings arising out of or relating to these Terms. Nothing in this clause limits your right to approach a Consumer Commission under the Consumer Protection Act, 2019, or any other forum that cannot be contractually excluded.

24.5 Class-Action Waiver

To the maximum extent permitted by law, disputes shall be resolved only on an individual basis and not in a class, consolidated, or representative action.

24.6 Injunctive Relief

Nothing in this Section limits either party's right to seek interim injunctive relief from a court of competent jurisdiction.

25. Termination

25.1 Termination by You

You may terminate your Account at any time via the in-app deletion feature (Section 26) or by emailing support@tiona.fit.

25.2 Termination by Tiona

We may suspend or terminate your Account, with or without notice, if:

  • You breach these Terms, including the Acceptable Use Policy.
  • You engage in fraudulent, illegal, or harmful activity through the Service.
  • Your Account is inactive for a continuous period of 12 months (after reminders).
  • We are required to do so by law, court order, or a competent authority.
  • We discontinue the Service or any material part of it.
  • You file an unjustified chargeback or fail to cure a failed payment within the dunning window.
  • We reasonably determine that continued operation of your Account poses a security or compliance risk.

25.3 Effect of Termination

  • Your right to access and use the Service ceases immediately.
  • For Business Users: your business profile, portfolio, storefront, and public sharing links are deactivated.
  • Content shared with other Users may remain accessible to those Users in accordance with their own retention.
  • Provisions that by their nature should survive termination shall survive, including Sections 6 (User Content), 18 (IP), 22 (Liability), 23 (Indemnification), 24 (Disputes), 26 (Deletion), 28 (Governing Law), and 30 (Communications Consent).

25.4 Data Retention Post-Termination

Following termination, we may retain your data for up to 180 days for:

  • Compliance with legal obligations (including tax and accounting)
  • Resolution of disputes and enforcement of these Terms
  • Maintaining data integrity for other Users who interacted with your Account (e.g., order records for customers)

Financial and tax records are retained for 7 years as required by law. After the retention period, data is permanently deleted or anonymised, except as required by law.

26. Account Deletion

26.1 Requesting Deletion

A shop owner may delete their shop and Account via:

  • Settings → Delete Account in the app (shown to the shop owner only)
  • Email to support@tiona.fit from your registered contact

Customer Users and Staff Users request deletion by email, as set out in Section 15 of the Privacy Policy.

26.2 Immediate and Permanent

Deletion in the app happens straight away. There is no cooling-off period, and deleted data cannot be restored. If you own more than one shop, only the shop you are signed in to is deleted.

26.3 What Is Deleted

  • Every file that belongs to the shop (photos, documents, voice notes), first. If any file cannot be removed, nothing is deleted and the app tells you.
  • Then all of the shop's data: business profile, customers and measurements, orders, invoices, payments, staff records and invitations, portfolio and storefront content, custom-domain settings, conversations and messages, settings, API Tokens, your Tiona plan and its payment records, and the shop's audit log.
  • Your login and notifications, unless you still own or work at another shop or also use the Customer App. When your login is deleted, you are signed out on every device.

26.4 What Is Kept

Tiona keeps no copy of a deleted shop's data, apart from our database provider's daily backups, which expire within 7 days and are not used for anything else. Indian law (Information Technology Rules 2021, Rule 3(1)(h)) requires us to keep the details you signed up with — your name, phone number, email, shop name, and the dates the account was created and deleted — for 180 days after deletion. We keep them locked away, nobody at Tiona uses them, and we hand them over only on a lawful request from a government authority. They are erased automatically when the 180 days end. If any other law requires us to keep a specific record, we keep only that record, only for as long as the law requires. Logs held by our service providers are removed on their own schedules, as described in the Privacy Policy.

26.5 Before You Delete

You are responsible for:

  • downloading any records you need (for example, bills for your tax filings) using Download my data;
  • settling open orders and payments with your customers; and
  • cancelling any Apple App Store subscription in your Apple ID settings, because deleting the shop does not stop Apple's billing.

27. Payments Between Business Users and Customer Users

27.1 Platform, Not Payment Facilitator (for non-Storefront flows)

The payment-recording feature in the Business App is a bookkeeping tool. Tiona does not process, facilitate, hold, or escrow payments between Business Users and Customer Users for non-Storefront orders or walk-in sales. Such payments occur directly between the parties.

27.2 Storefront Payments

For Storefront sales, Razorpay — a payment aggregator licensed by the RBI — processes payments. Tiona is the technology platform; Razorpay is the payment aggregator; the Business User is the seller.

27.3 Subscription Payments

Subscription payments by Business Users to Tiona are processed through Razorpay, as described in Section 7.

27.4 No Liability for Inter-Party Payments

Tiona is not responsible for payment disputes between Business Users and their customers, including non-payment, overpayment, incorrect recording, or refund disputes, except to the extent Tiona is specifically required by law to intervene (for example, as an intermediary on Storefront refund disputes).

28. Governing Law

28.1 Governing Law

These Terms are governed by and construed in accordance with the laws of India, without regard to conflict-of-law principles.

28.2 Applicable Statutes

The following Indian statutes apply to the Service and these Terms (without limitation):

  • Digital Personal Data Protection Act, 2023 and DPDP Rules, 2025 (as notified)
  • Information Technology Act, 2000 and IT Rules, 2011
  • Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021
  • Consumer Protection Act, 2019 and Consumer Protection (E-Commerce) Rules, 2020
  • Indian Contract Act, 1872
  • Arbitration and Conciliation Act, 1996
  • Copyright Act, 1957; Trade Marks Act, 1999; Patents Act, 1970; Designs Act, 2000
  • Income Tax Act, 1961
  • Central Goods and Services Tax Act, 2017 and state GST legislation
  • Payment and Settlement Systems Act, 2007 (to the extent applicable to Razorpay)
  • Prevention of Money Laundering Act, 2002
  • Legal Metrology Act, 2009
  • Telecom Commercial Communications Customer Preference Regulations, 2018

29. Changes to These Terms

29.1 Modifications

We may modify these Terms from time to time. When we make changes:

  • We update the "Last Updated" date at the top.
  • For material changes, we provide at least 30 days' prior notice via in-app notification or push notification.
  • Non-material changes are effective when published.

29.2 Acceptance

Your continued use of the Service after the effective date of revised Terms constitutes your acceptance. If you do not agree, stop using the Service and delete your Account.

29.3 Legally Required Changes

For changes required by law, regulation, or court order, or corrections that bring these Terms in line with what the Service already does, we may implement changes with shorter or no notice period. We still tell you in the app when this happens.

30. Electronic Communications Consent

By creating an Account, you consent to receive electronic communications from us (including in-app notifications, push notifications, SMS, WhatsApp for transactional updates, and email) for:

  • Service operation (e.g., OTPs, order updates, payment confirmations)
  • Security alerts, policy changes, and legal notices
  • Administrative messages about your Account or Subscription

You can opt out of non-essential marketing communications at any time by using the unsubscribe link or adjusting notification settings. Transactional and essential security messages cannot be disabled while your Account is active, as they are required to operate the Service.

Electronic communications sent by us satisfy any legal requirement for written notice to the extent permitted by the IT Act.

31. Grievance Redressal and Grievance Officer

31.1 Grievance Officer

In compliance with Rule 3(2) of IT Rules 2021:

  • Name: Devi Preetham Kumar Adimulam
  • Designation: Proprietor and Grievance Officer
  • Email: grievance@tiona.fit
  • Address: Sierra-I-701, Rajapushpa Atria, Kokapet, Hyderabad, Telangana — 500075, India
  • Office hours: Monday–Friday, 10:00–18:00 IST (excluding public holidays)

31.2 Filing a Grievance

Send an email to grievance@tiona.fit with a description of your complaint, relevant details (URLs, message IDs, screenshots), and your Account information.

31.3 Response Timelines

  • Acknowledgment: within 24 hours of receipt
  • Action: within 15 days of receipt
  • Resolution of complex matters: up to 30 days with written interim updates
  • Content involving child exposure, sexual offence material, or impersonation-by-morphing: action within 24 hours

31.4 Escalation

If you are not satisfied with the Grievance Officer's resolution, you may:

  • Escalate to the Grievance Appellate Committee under Rule 3A of IT Rules 2021
  • Approach the Data Protection Board of India under the DPDP Act
  • File a complaint with the appropriate Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019
  • Pursue dispute resolution under Section 24

32. Consumer Protection Compliance

In compliance with the Consumer Protection Act, 2019 and CP E-Commerce Rules 2020:

  • Subscription pricing is displayed transparently with tax breakdowns.
  • Refund requests meeting Section 7.7 criteria are processed within 5–7 business days.
  • Consumer complaints are acknowledged within 48 hours and resolved within 30 days of receipt.
  • No unfair trade practices or misleading advertisements are used in promotion of the Service.
  • Users are provided with clear, accurate descriptions of features and limitations before subscribing.
  • No dark patterns as defined by the Central Consumer Protection Authority are employed.
  • Cancellation rights are as described in Section 7.6.
  • We undertake not to impose unfair terms, including excessive security deposits, disproportionate penalties, or unilateral termination without reasonable cause.

33. Export Controls

You represent that you are not identified on any restricted-party, denied-party, or sanctioned-party list. You agree not to use the Service in violation of any applicable export-control or sanctions law, and not to provide access to the Service to any person in a comprehensively sanctioned country or territory.

34. Miscellaneous

34.1 Entire Agreement

These Terms, together with the Privacy Policy and any policies referenced, constitute the entire agreement between you and Tiona regarding the Service and supersede all prior agreements, understandings, and communications.

34.2 Severability

If any provision is held unenforceable or invalid by a court of competent jurisdiction, that provision shall be enforced to the maximum extent permissible, and the remaining provisions shall remain in full force and effect.

34.3 Waiver

Our failure to enforce any right or provision is not a waiver. Any waiver must be in writing and signed by an authorised Tiona representative.

34.4 Assignment

You may not assign or transfer your rights or obligations under these Terms without our prior written consent. Tiona may assign its rights and obligations to an affiliate or in connection with a merger, acquisition, corporate reorganisation, or sale of assets, with notice to you.

34.5 Notices

Notices to you may be sent via in-app notifications, push notifications, SMS, WhatsApp, or email to the contact information associated with your Account. Notices to Tiona should be sent to support@tiona.fit or the registered address.

34.6 Relationship

Nothing in these Terms creates any partnership, joint venture, agency, franchise, or employment relationship between you and Tiona.

34.7 Language

These Terms are drafted in English. In the event of any conflict between the English version and a translation, the English version prevails.

34.8 Headings

Section headings are for convenience only and do not affect interpretation.

34.9 Third-Party Beneficiaries

Except as expressly stated (for example, the indemnities for Tiona's affiliates, officers, and employees), these Terms are not intended to confer rights or remedies on any third party.

34.10 Survival

Sections 6, 7.11 (Invoices), 15 (API Tokens — obligations post-revocation), 16 (Intermediary Status), 18 (IP), 22 (Liability), 23 (Indemnification), 24 (Disputes), 25.4 (Retention), 26 (Deletion), 28 (Governing Law), 30 (Communications), 33 (Export Controls), and 34 (Miscellaneous) survive termination.

35. Contact Information

For questions, concerns, or feedback about these Terms or the Service:

By using Tiona, you acknowledge that you have read, understood, and agree to be bound by these Terms of Service.

This document constitutes a legally binding agreement under Indian law. In the event of any conflict between this document and applicable law, the applicable law shall prevail.