Marketplace & Listing Policy
Last updated: 11 October 2026
This policy works alongside our Refund Policy. It explains how orders, cancellations, refunds and disputes work on icecreamwala.com (the "Platform"), and the standards that apply to supplier listings, reviews and reports. It forms part of our Terms of Service.
1. The Short Version
- Ice Cream Wala is a marketplace, not the seller. We do not make, sell, store or deliver ice cream.
- Orders are agreed, paid for and fulfilled directly between the buyer and the supplier.
- Cancellations and refunds are governed by what you agree with the supplier. Confirm them in writing.
- If a supplier will not resolve a problem, tell us. We can look into it and act on the supplier's listing, though we cannot force a refund.
- Suppliers must be honest, licensed and responsive. Listings that are not may be hidden or removed.
2. How Orders Work
- A buyer submits a quote request or enquiry.
- We match requests with suppliers by city and category, and suppliers may reply with quotes.
- The buyer and a supplier agree an Order between themselves.
- The supplier supplies, invoices and delivers. Payment is made as agreed between them (for example cash, UPI or bank transfer), not through the Platform, unless we tell you otherwise in writing for a specific Order.
Safety tip: never pay an Order amount into a personal account in the name of Ice Cream Wala. We do not collect Order payments at this time.
Phased service coverage. Services have not started in every location shown on the Platform. Directory pages, location selectors, automatic location detection and catalogue entries do not guarantee local suppliers, stock, delivery or other services. Requests and acknowledgements are expressions of interest until availability is confirmed. Join the city waitlist or wait for further updates where coverage has not started; no launch date or successful match is guaranteed. Confirm the supplier's service area, product and delivery date before agreeing or paying for an order.
3. Before You Confirm an Order (Buyers)
Confirm in writing (email or WhatsApp):
- brand, flavours, pack size (for example 5-litre tubs) and quantity;
- price, taxes, delivery charges, and any advance or booking amount;
- delivery date, time window and address, and who will receive and inspect the delivery;
- how the cold chain is maintained (insulated boxes, dry ice, refrigerated vehicle);
- cancellation, rescheduling and refund terms, including which part of an advance is refundable and until when;
- the supplier's FSSAI number and GST details, and the invoice you will receive.
This matters most for weddings and large events booked weeks ahead.
4. Cancellations
Cancellation terms are those agreed with the supplier when you confirm the Order. They usually depend on notice given and how far allocation, production or transport has progressed. Frozen stock allocated or dispatched for your event may be non-refundable.
Withdrawing a quote request or enquiry before an Order is agreed costs nothing. You can close a request from your account or tell us at sales@icecreamwala.com.
5. Problems With a Delivery
If the wrong item, a damaged, melted or spoiled product, short quantity, expired stock or anything else not matching the agreement is delivered:
- Inspect on delivery. Check quantity, flavours, pack sizes, seals, expiry dates and temperature (product should be frozen and firm).
- Record it. Take clear photos or video of the products, labels, batch and expiry details, and the invoice.
- Tell the supplier at once, by phone and in writing, as soon as possible after delivery and before serving.
- Do not serve anything you think is unsafe. Keep the product and packaging until the issue is resolved.
- Ask for a remedy: replacement, partial or full refund, or credit.
Change of mind, over-ordering and late changes to guest numbers are usually not refundable unless the supplier agreed in advance.
6. If the Supplier Does Not Resolve It
Contact us as soon as possible after delivery at sales@icecreamwala.com, by phone or on WhatsApp, with your account email, the request or Order details, the supplier name and city, what happened, what outcome you want, and your photos, invoice and messages.
What we will do. Acknowledge your complaint; review it; where appropriate contact the supplier and ask for a response; keep you informed; and act on the listing if warranted, including a warning, removal of a verification level, hiding, suspension or removal.
What we cannot do. We are not the seller, so we cannot force a refund, guarantee an outcome, or refund money you paid to a supplier.
Other routes. For food-safety concerns, you can contact the Food Safety and Standards Authority of India (FSSAI) or your State Food Safety authority. For consumer complaints you can use the National Consumer Helpline (1915) or your consumer commission. For fraud, contact the police or the cyber-crime portal.
7. Refunds
When a supplier agrees to refund, it is normally returned by the method you used to pay, and the supplier decides the timing. Ask for written confirmation of the amount and date.
8. Fees
Using the Platform and registering a listing are currently free, so there is nothing to refund for them. If we introduce paid plans or fees in future, their price, duration, inclusions and refund terms will be shown before purchase and this policy will be updated before launch.
9. Listing Standards (Suppliers)
9.1 Who may list
Businesses that lawfully supply, distribute, manufacture, retail or service bulk ice cream or related equipment in India. You must be authorised to represent the business.
9.2 What must be accurate
Business name, category, city and areas served, brands carried, flavours, minimum order, delivery details, hours, FSSAI and GST numbers and photos. Update them when they change, and when licences expire.
9.3 Licences
Food suppliers must hold a valid FSSAI licence or registration as the law requires. Do not display a licence number that is not yours.
9.4 Products
No unlawful, adulterated, unsafe, expired, mislabelled or counterfeit products. Do not claim authorised-dealer status for a brand unless you hold it.
9.5 Photos and text
Photos must be yours or properly licensed, accurately represent your business or products, and not carry another business's contact details or logos you have no right to use. Do not present generated scenes, stock images or other businesses' premises as photographs of your actual location, staff or inventory. Obtain permission from identifiable people where required. No misleading prices, "best in India" style unprovable claims, or abusive content.
9.6 Honouring quotes
Quotes you send must be honest and, until their stated validity date, honoured on the terms given, subject to availability changes you communicate promptly.
9.7 Responsiveness
Respond to matched requests and enquiries promptly and politely. Repeated non-response may reduce your visibility.
9.8 Contact use
Use buyer contact details only to respond to the request or enquiry they came with. No unrelated marketing, no sharing or selling them.
9.9 No circumvention
Do not use the Platform to harvest buyer data, or to mislead buyers about who you are.
10. Moderation of Listings
- Photo review. New listings from verified accounts publish immediately. Photos upload through Cloudinary and stay off public listing pages until approval. A background classifier screens for inappropriate imagery and can approve high-confidence suitable photos. Uncertain or flagged photos wait for human review; a failed screening attempt does not automatically publish a photo. The 2–3-minute guidance is an estimate, and manual reviews can take longer. Replacing a photo starts a new review.
- Published. Public, with business information visible to everyone and contact details visible only to signed-in users.
- Rejected. Not published, with a reason where possible so you can fix and resubmit.
- Hidden. Taken down temporarily, for example for an expired licence, an unresolved report or an investigation.
- Removed or suspended. For serious or repeated breaches.
We review uploaded photos as promptly as we can and moderate reported listings. Publication or photo approval does not mean we endorse, inspect or guarantee a business.
11. Verification Levels
- Registered: the business has a listing and an account.
- Account verified: the account has completed the supported email or Google identity check; this does not verify the business licence.
- Business information: declared FSSAI status is supplied by the business. The current listing form does not independently verify FSSAI or GST records. A separate business verification label, if displayed, means only the checks expressly explained with it.
Verified does not mean inspected, audited or guaranteed. We may downgrade or remove a level, automatically or manually, for example when a licence expires or information is shown to be false.
12. Reviews
Public reviews are not currently available. The following standards will apply if that feature is introduced; they do not imply an active review-submission tool.
- Only signed-in users with a genuine prior enquiry or contact with the supplier may review it.
- Reviews are honest accounts of your own experience, without abuse, personal data, discrimination, defamation, spam or promotion.
- Reviews are moderated and appear once approved. We may decline, edit to remove prohibited material, or remove a review.
- Suppliers may not write reviews of themselves or competitors, offer rewards for reviews, or pressure buyers to change or delete them.
- Suppliers can report a review they believe is unfair or false.
13. Reporting
An on-page reporting tool is not currently offered. Email support@icecreamwala.com with the listing link and evidence of false information, an invalid licence, unsafe or unlawful products, fraud or abuse. Reports are reviewed by our team. We may hide the content while we investigate, ask for clarification, and take action under section 14. We may not be able to tell you the outcome.
14. Enforcement and Appeals
Where a listing, review or account breaches this policy or the Terms, we may warn, require changes, reject, hide, downgrade a verification level, suspend or remove it, and report unlawful activity to the authorities. If you believe we made a mistake, write to sales@icecreamwala.com with your account email and explanation; we will review it and reply.
15. Brand Names and Logos
Third-party brand names, logos, trademarks, service marks, product names, distinctive packaging and associated artwork belong to their respective owners. Their display identifies products or businesses and does not, by itself, establish sponsorship, endorsement, an official partnership, a franchise relationship or authorised distributor status. Catalogue inclusion does not promise stock or a manufacturer's participation in a request.
Suppliers must hold the rights or permissions needed for submitted logos, photographs and promotional materials. Do not copy a competitor's images, impersonate a brand, misrepresent authorisation or present illustrative artwork as evidence of actual premises, inventory or product authenticity. Confirm the actual product and packaging with the buyer before agreeing an order.
Rights holders or their authorised representatives can email support@icecreamwala.com with the affected URL, details of the material, evidence of ownership or authority and contact details. We may request clarification and correct, restrict or remove material following review. See section 9 of the Terms of Service for the full intellectual property acknowledgement and reporting process.
16. Changes
We will update the date above when this policy changes and give notice of material changes on the Platform.
17. Contact
Ice Cream Wala Email: sales@icecreamwala.com Phone / WhatsApp: +91 81042 20220 Grievance Officer: Avinaash Upadhyay