FREE11 Static Terms & Disclosures
Single index page for all FREE11 ONDC static terms — orders, refunds, cancellations, IGM (grievance) and payouts policies.
Path for submission of static terms
All FREE11 (Buyer NP, subscriber_id: free11.com) static terms required by the ONDC Network Policy v1.2 are published at fixed, permanent URLs under https://free11.com/terms/* . Each URL serves a single policy in plain language with version, effective date and change-log. The URLs below are the canonical submission paths registered with the ONDC central compliance team.
Submission URLs
Orders policy → https://free11.com/terms/orders. Refunds policy → https://free11.com/terms/refunds. Cancellations policy → https://free11.com/terms/cancellations. IGM (Issue & Grievance Management) policy → https://free11.com/terms/igm. Payouts & Settlement policy → https://free11.com/terms/payouts. Buyer App Disclosure 1 (Search Standards) → https://free11.com/disclosures/search-standards. Buyer App Disclosure 2 (Sorting Parameters) → https://free11.com/disclosures/sorting-parameters.
Versioning & change-log
Each policy URL includes its version (Vx.y), effective date and a change-log entry for the most recent revision. Material changes are pre-announced 15 days in advance on the policy URL itself, broadcast via in-app changelog and emailed to the registered ONDC compliance contact. Prior versions are archived at https://free11.com/terms/archive/<policy>-<version>.
Binding nature
Every policy published under /terms is binding on FREE11 as a Buyer NP on the ONDC Network. Buyers and seller apps may rely on these policies; deviations are subject to compliance review and the IGM process.
Frequently asked questions
Where is the IGM (grievance) policy?
https://free11.com/terms/igm — IGM 2.0 compliant, includes Grievance Officer contact (grievance@free11.com), 48-hour response SLA, 30-day resolution SLA per Consumer Protection Act, 2019.
Who is the FREE11 Grievance Officer?
Grievance Officer details (name, designation, email, postal address, business hours) are published on /terms/igm and updated within 7 days of any change.
How is a buyer-side cancellation handled?
Per /terms/cancellations — Free Cancel before order acceptance, restricted cancel after; refund window 7 working days max.