IMPORTANT NOTICE: Please read these Terms and Conditions carefully before enrolling in the Crossword Rewards Loyalty Program. Enrollment, activation, or use of the Program constitutes your unconditional acceptance of these Terms. These Terms are governed by the laws of India, including the Digital Personal Data Protection Act, 2023, the Consumer Protection Act, 2019, the Information Technology Act, 2000, and other applicable statutes.
1. DEFINITIONS
Unless the context otherwise requires, the following terms shall have the meanings ascribed to them below:
• "Company" / "Crossword" means Crossword Bookstores Pvt. Ltd., a company incorporated under the Companies Act, 2013, having its registered office in India, operating retail stores and the website Crossword.in.
• "Program" means the Crossword Rewards Loyalty Program, a paid membership program offering benefits, discounts, vouchers, and reward points to enrolled Members.
• "Membership" means the paid subscription tier (Yellow or Black) availed by a Member under the Program.
• "Yellow Membership" means the entry-level paid membership currently priced at ₹499 for a validity of 1 (one) year (365 days).
• "Black Membership" means the premium paid membership currently priced at ₹999 for a validity of 1 (one) year (365 days).
• "Member" / "You" / "Your" means an individual who has enrolled in the Program using a valid registered mobile number and fulfilled all eligibility conditions.
• "Loyalty Points" means promotional reward points credited to a Member's account on eligible purchases, having no monetary or cash value.
• "Voucher" means a promotional discount coupon issued to Members under the Program, subject to minimum purchase conditions and validity periods.
• "Eligible Purchase" means a qualifying transaction at participating Crossword stores or on Crossword.in, as determined by Crossword at its sole discretion from time to time.
• "Instant Discount" means a direct discount applied at the point of sale on eligible in-store transactions.
• "Personal Data" has the same meaning as "personal data" defined under the Digital Personal Data Protection Act, 2023 ("DPDP Act"), namely data about or relating to a natural person who is directly or indirectly identifiable.
• "Data Principal" means the Member/natural person to whom Personal Data relates.
• "Data Fiduciary" means Crossword Bookstores Pvt. Ltd. in its capacity as an entity that determines the purpose and means of processing Personal Data.
• "Consent" means freely given, specific, informed, and unambiguous indication of the Data Principal's agreement to the processing of their Personal Data, as required under the DPDP Act, 2023.
• "Processing" means any operation or set of operations performed on Personal Data, including collection, recording, organisation, storage, adaptation, retrieval, use, disclosure, transmission, or deletion.
• "Activation Date" means the date on which the Membership becomes active following successful payment and OTP verification.
• "Terms" means these Terms and Conditions as amended from time to time.
2. PROGRAM OVERVIEW
2.1 The Crossword Rewards Loyalty Program is a paid, opt-in promotional membership scheme offering enrolled Members exclusive discounts, vouchers, loyalty points, and member-only privileges at participating Crossword retail stores and on Crossword.in.
2.2 The Program is purely promotional in nature and shall not be construed as a financial product, savings scheme, investment plan, or guaranteed benefit program.
2.3 Crossword reserves the absolute right to modify, revise, suspend, or discontinue the Program or any component thereof at any time without prior notice, subject to applicable law.
A. YELLOW MEMBERSHIP — ₹499 / Year
|
Benefit |
Details |
|
Membership Fee |
₹499 (inclusive of applicable taxes) |
|
Validity |
1 Year (365 days from Activation Date) |
|
Instant Discount (In-Store) |
2% on eligible in-store purchases |
|
Loyalty Points Earning |
5% of eligible transaction value (promotional) |
|
In-Store Vouchers |
3 vouchers × ₹200 each (min. bill ₹899 per voucher) |
|
Online Voucher |
1 voucher × ₹200 (min. order ₹1,000 on Crossword.in) |
B. BLACK MEMBERSHIP — ₹999 / Year
|
Benefit |
Details |
|
Membership Fee |
₹999 (inclusive of applicable taxes) |
|
Validity |
1 Year (365 days from Activation Date) |
|
Instant Discount (In-Store) |
10% on eligible in-store purchases |
|
Loyalty Points Earning |
5% of eligible transaction value (promotional) |
|
Complimentary Tote Bag |
1 tote bag worth ₹399 (subject to availability) |
|
In-Store Vouchers |
6 vouchers × ₹200 each (min. bill ₹899 per voucher) |
|
Online Vouchers |
2 vouchers × ₹200 each (min. order ₹1,000 on Crossword.in)\ |
NOTE: All benefits are promotional, subject to Crossword's prevailing terms, product eligibility, stock availability, and applicable exclusions. Crossword reserves the right to revise benefit structures at any time
3. ELIGIBILITY & ENROLLMENT
3.1 Membership is available exclusively to individuals who:
◦ are resident Indian nationals;
◦ are at least 18 years of age or have attained the age of majority under applicable law;
◦ are legally competent to enter into contracts under the Indian Contract Act, 1872;
◦ possess a valid mobile number registered in India;
◦ provide accurate, complete, and verifiable personal information.
3.2 Membership is strictly personal and non-transferable. Each Member may hold only one active Membership linked to a single registered mobile number at any point in time.
3.3 Minors under 18 years of age are not eligible to enroll independently. Enrollment by or on behalf of minors shall be void ab initio.
3.4 Crossword reserves the right to verify Member eligibility at any time and to refuse, suspend, or cancel Membership without assigning reasons, subject to applicable law.
4. MEMBERSHIP ACTIVATION
4.1 Membership may be purchased at participating Crossword retail stores or online at Crossword.in.
4.2 Membership shall be deemed activated only upon: (a) successful payment of the applicable Membership fee; (b) OTP verification of the registered mobile number; and (c) system-level activation confirmation by Crossword.
4.3 Crossword shall not be liable for activation delays arising from payment gateway failures, network outages, incorrect customer information, or technical downtime.
4.4 In the event payment is deducted but Membership is not activated, the Member may contact Crossword. Refund or reversal timelines shall depend upon the payment gateway and banking partner norms, and Crossword shall not be held responsible for third-party delays.
5. VALIDITY & RENEWAL
5.1 Membership shall be valid for 365 days from the Activation Date, unless suspended or terminated earlier in accordance with these Terms.
5.2 Memberships are NOT auto-renewed. The Member must actively renew by paying applicable charges prevailing at the time of renewal.
5.3 Upon expiry, all accumulated Loyalty Points, unused Vouchers, and accrued benefits shall lapse automatically and shall not be carried forward, reinstated, or compensated.
5.4 Crossword reserves the right to modify Membership pricing and benefits at the time of renewal, and the Member's decision to renew shall constitute acceptance of the revised terms.
6. INSTANT DISCOUNT POLICY
6.1 Instant discounts are applicable only on Eligible Purchases made at participating Crossword retail stores in India.
6.2 Instant discounts shall NOT apply on:
• Online orders placed on Crossword.in or any third-party platform;
• Membership fees;
• Gift cards, prepaid cards, and store credit;
• Taxes, GST, shipping, delivery, or handling charges;
• Certain combo packs, bundled products, clearance items, and sale merchandise may be excluded from this policy;
• Excluded brands, restricted publishers, or product categories as determined by Crossword;
• Transactions involving government-regulated pricing;
• Any category notified by Crossword on its website or at stores from time to time.
6.3 Instant discounts are non-transferable, cannot be converted to cash, accumulated across transactions, or exchanged for any other benefit.
6.4 Crossword retains sole and absolute discretion to determine product and category eligibility for instant discount applicability.
7. LOYALTY POINTS POLICY
7.1 Members may earn Loyalty Points at the rate of 5% of the eligible transaction value on qualifying purchases.
7.2 IMPORTANT — Nature of Loyalty Points: Loyalty Points are strictly promotional rewards. They have NO monetary value, are NOT legal tender, cannot be encashed, transferred, assigned, or redeemed for currency in any form. Points shall NOT be construed as a financial asset, savings, or investment.
7.3 Loyalty Points shall NOT be earned on:
• Membership fees;
• Gift cards and store credit purchases;
• Taxes, surcharges, and shipping charges;
• Returned, cancelled, or refunded purchases;
• Excluded products and promotional items;
• Any categories notified by Crossword from time to time.
7.4 Crossword reserves the absolute right to:
• Modify the earning ratio and redemption value of Loyalty Points;
• Impose expiry periods or validity windows on accumulated Points;
• Suspend, freeze, deduct, cancel, or reverse Points in cases of suspected fraud, system errors, policy violations, returns, or cancellations;
• Discontinue or restructure the Loyalty Points framework with reasonable notice.
7.5 Points shall lapse automatically upon Membership expiry or termination and shall not be reinstated under any circumstance.
8. VOUCHER TERMS & CONDITIONS
8.1 Vouchers are issued as part of Membership benefits and are subject to:
• Minimum purchase thresholds per voucher;
• Prescribed validity periods from date of issuance;
• Eligible product categories and applicable exclusions;
• One voucher per bill/order
8.2 In-Store Vouchers:
• Redeemable only at participating Crossword retail stores;
• Valid on minimum single bill value of ₹899;
• Not valid on online orders, gift cards, excluded products, or restricted categories.
8.3 Online Vouchers:
• Redeemable only on Crossword.in;
• Valid on minimum order value of ₹1,000 post all applicable promotional discounts on the website;
• Not stackable with other online promotional codes.
8.4 All Vouchers:
• Are non-transferable and non-refundable;
• Cannot be exchanged for cash or credit;
• Cannot be revalidated after expiry;
• Lapse automatically upon Membership expiry or termination.
8.5 Crossword reserves the right to reject Vouchers that are suspected to be altered, duplicated, fraudulently obtained, expired, or system-manipulated. Such rejection shall not entitle the Member to any compensation.
9. COMPLIMENTARY TOTE BAG (BLACK MEMBERSHIP)
9.1 Black Membership Members are entitled to receive one (1) complimentary tote bag (approximate retail value ₹599), subject to stock availability at the time of Membership activation.
9.2 The tote bag benefit: (a) is available only while stocks last; (b) cannot be exchanged for cash or any other product; (c) is non-transferable; and (d) may be replaced with an item of equivalent value at Crossword's discretion in case of non-availability.
9.3 No compensation shall be payable in the event the tote bag is unavailable. Crossword reserves the right to change the design, colour, or specifications of the complimentary item.
10. BILLING & BENEFIT APPLICATION
10.1 The benefit application sequence for eligible in-store transactions shall generally be as follows:
1. Gross bill value computed;
2. Instant Discount applied on eligible items;
3. Loyalty Points redemption applied (if opted by Member);
4. Voucher adjustment applied (if applicable);
5. Balance payable collected from Member;
6. Fresh Loyalty Points credited on the final eligible transaction amount.
10.2 Crossword reserves the right to alter the billing sequence, revise calculation methodology, apply system-based rounding, impose benefit caps, or restrict simultaneous redemptions at its discretion.
10.3 System-generated bills and Crossword's records shall be conclusive evidence of the transaction and applicable benefit calculation.
11. PAYMENTS & REFUND POLICY
11.1 Membership fees are strictly NON-REFUNDABLE once the Membership has been activated, except as required by mandatory provisions of the Consumer Protection Act, 2019 or applicable law.
11.2 Membership cannot be cancelled, transferred, or downgraded after activation.
11.3 In the event payment is deducted but Membership activation fails due to a technical error attributable to Crossword, the Member may request a refund by contacting estore@crossword.in. Crossword will endeavour to resolve such refund requests within 7–10 business days, subject to banking timelines.
11.4 Crossword shall not be liable for delays or failures caused by payment gateways, banking intermediaries, or technical systems beyond its reasonable control.
12. RETURNS & BENEFIT REVERSALS
12.1 Credit Note Issuance on Returns. In the event a Member returns a purchase for which payment was made, Crossword shall issue a Credit Note equivalent to the net amount actually paid by the Member for that transaction. The Credit Note value shall be computed as follows:
Credit Note Value = MRP − Instant Discount − Loyalty Program Voucher(s) Applied − Any Prior Credit Note Applied − Loyalty Points Redeemed
The Credit Note shall represent the actual net consideration paid by the Member and shall not include any promotional benefits, discounts, voucher values, or Loyalty Points that were applied to reduce the original payable amount.
12.2 Credit Note — Terms of Use. The Credit Note issued by Crossword shall be subject to the following conditions:
• The Credit Note shall be valid for use only at participating Crossword retail stores or on Crossword.in, as specified on the Credit Note;
• Credit Notes are non-transferable, non-refundable, and cannot be exchanged for cash or converted to Loyalty Points;
• Credit Notes shall be valid for a period as specified at the time of issuance and shall lapse automatically upon expiry; no extension shall be granted;
• Credit Notes shall lapse automatically upon expiry of the Member’s Membership or closure/termination of the Member’s account, without compensation.
12.3 No Loyalty Points on Credit Note Redemption. When a Member redeems a Credit Note against a subsequent purchase, Loyalty Points shall NOT be earned on the portion of the transaction value settled by the Credit Note. Loyalty Points shall be earned only on the incremental amount paid by the Member over and above the Credit Note value in that transaction, subject to all other eligibility conditions.
12.4 Recovery of Wrongly Availed Benefits. Crossword reserves the right to recover any benefits wrongly availed by a Member — whether arising from system errors, billing inaccuracies, or fraudulent activity — including by deducting from future accumulated Loyalty Points, adjusting Credit Note values, or requiring direct payment from the Member, as the case may be.
12A. ONLINE ORDERS — CANCELLATION, RETURN & REFUND POLICY
12A.1 Cancellation of online orders placed by Members on Crossword.in shall be governed by Crossword's standard cancellation policy applicable to all customers, as published on Crossword.in from time to time, and shall apply equally to Members enrolled in the Program.
12A.2 Return of products purchased through online orders on Crossword.in shall be governed by Crossword's standard returns policy applicable to all customers, as published on Crossword.in from time to time, and shall apply equally to Members enrolled in the Program.
12A.3 Notwithstanding anything contained in Clause 12.1, where a refund becomes payable to a Member on account of cancellation or return of an online order placed on Crossword.in, Crossword shall issue such refund in the form of a website Gift Card equivalent to the value actually paid by the Member for the relevant order.
12A.4 No Loyalty Points on Gift Card Transactions. Members shall NOT earn Loyalty Points on any portion of a transaction on Crossword.in that is paid or settled using a Gift Card. Loyalty Points shall be earned only on the portion of the transaction value paid through cash, UPI, debit card, or credit card, subject to all other eligibility conditions set out in Clause 7.
12A.5 Gift Cards issued pursuant to this Clause shall be subject to Crossword's prevailing Gift Card terms and conditions (including validity period, usage restrictions, and non-transferability) as published on Crossword.in, and shall be in addition to, and not in derogation of, the general Voucher and Credit Note terms set out in Clauses 8 and 12.
12B. OFFLINE (IN-STORE) RETURNS & EXCHANGES — CREDIT NOTE & LOYALTY POINTS TREATMENT
12B.1 In respect of returns or exchanges of products purchased at participating Crossword retail stores, Crossword shall issue a Credit Note in accordance with Clause 12.1, computed on the net amount actually paid by the Member for the returned transaction.
12B.2 Such Credit Note shall be valid for redemption at any participating Crossword retail store, subject to the validity period and conditions specified on the Credit Note at the time of issuance and the terms set out in Clause 12.2.
12B.3 No Loyalty Points on Non-Cash Instruments. Where a Member redeems any of the following instruments against a subsequent in-store purchase, Loyalty Points shall NOT be earned on the portion of the transaction value settled through such instrument:
- Credit Note issued by Crossword;
- E-Gift Card issued by Crossword;
- Physical Gift Card issued by Crossword.
12B.4 Loyalty Points shall be earned only on the portion of the transaction value paid by the Member through cash, UPI, debit card, or credit card, over and above any amount settled through the instruments listed in Clause 12B.3, subject to all other eligibility conditions set out in Clause 7.
12B.5 For the avoidance of doubt, where a single transaction is settled partly through a Credit Note/E-Gift Card/Physical Gift Card and partly through cash, UPI, debit card, or credit card, Loyalty Points shall accrue only on the latter portion actually paid by the Member.
13. FRAUD, MISUSE & ACCOUNT SUSPENSION
13.1 Crossword may, at its sole discretion, immediately suspend or permanently terminate a Membership, with or without prior notice, upon detection or reasonable suspicion of:
• Fraudulent enrollment, fake identity, or use of forged documents;
• Manipulation of billing systems, POS terminals, or digital platforms;
• Unauthorized creation of duplicate accounts;
• Misuse of Points, Vouchers, or promotional offers;
• Commercial or bulk buying activity in violation of Clause 19;
• Resale of Membership benefits or associated products;
• Any activity in breach of these Terms or applicable law.
13.2 Upon suspension or termination: all unused Vouchers and accumulated Loyalty Points shall be forfeited without compensation; Crossword may report fraudulent activity to appropriate authorities; and the Member may be permanently barred from future enrollment.
13.3 Crossword's determination of fraud or misuse shall be final and binding, subject to applicable legal remedies available to the Member.
14. MEMBER RESPONSIBILITIES
14.1 Members shall:
• Provide accurate, current, and complete information at the time of enrollment and update the same promptly upon any change;
• Maintain confidentiality of OTPs, membership credentials, and account information;
• Use Membership benefits solely for personal, non-commercial retail purchases;
• Comply with all store policies, these Terms, and applicable laws;
• Notify Crossword promptly of any unauthorized use of their Membership.
14.2 Members shall NOT:
• Misuse, manipulate, share, sell, or transfer Loyalty Points, Vouchers, or Membership credentials;
• Attempt to circumvent billing systems or exploit system errors;
• Create multiple accounts to accumulate benefits;
• Engage in any activity that is illegal, abusive, or in violation of these Terms.
14.3 Crossword shall not be liable for losses arising from a Member's failure to maintain the confidentiality of their credentials.
15. DATA PROTECTION, PRIVACY & DPDP ACT COMPLIANCE
CROSSWORD REWARDS PROGRAM — DATA PROTECTION NOTICE Crossword Bookstores Pvt. Ltd. is committed to protecting your Personal Data in accordance with the Digital Personal Data Protection Act, 2023 ("DPDP Act") and all applicable Indian data protection laws. This section constitutes the Data Protection Notice under the DPDP Act.
15.1 Data Fiduciary Identity
Crossword Bookstores Pvt. Ltd. is the Data Fiduciary responsible for processing your Personal Data collected in connection with the Crossword Rewards Program. For data-related queries, Members may contact:
Email: estore@crossword.in
Website: www.crossword.in
15.2 Personal Data Collected
In connection with the Program, Crossword collects and processes the following categories of Personal Data:
• Identity & Contact Data: Full name, registered mobile number, and email address;
• Demographic Data: Date of birth (optional), gender (optional), city/location;
• Transaction Data: Purchase history, bill values, product categories, transaction timestamps, discount and voucher usage records;
• Membership Data: Membership tier, activation date, renewal history, Loyalty Points balance;
• Technical Data: IP address, device identifiers, cookies (when accessing Crossword.in);
• Communication Data: Responses to promotions, surveys, customer service interactions.
15.3 Purposes of Processing
Your Personal Data is processed for the following lawful purposes:
• Administration and operation of the Crossword Rewards Program;
• Enrollment, verification, account management, and benefit delivery;
• Processing of transactions, billing, and refunds;
• Communication of program updates, renewal reminders, and promotional offers (subject to your consent);
• Fraud detection, prevention, and security monitoring;
• Legal compliance, auditing, and dispute resolution;
• Analytics to improve products, services, and Member experience;
• Compliance with applicable legal obligations under Indian law.
15.4 Legal Basis for Processing
Crossword processes your Personal Data on the following lawful bases under the DPDP Act, 2023:
• Consent: For marketing communications, promotional offers, and analytics (Section 6, DPDP Act);
• Contractual Necessity: For enrollment, program administration, benefit delivery, and billing;
• Legal Obligation: For compliance with tax laws (GST), the Consumer Protection Act, 2019, and other applicable statutes;
• Legitimate Interests: For fraud prevention, security monitoring, and platform improvement, where such interests do not override your fundamental rights.
15.5 Consent Management
15.5.1 Before enrolling in the Program, the Member shall be presented with a clear and specific Consent Notice disclosing: (a) the categories of Personal Data being collected; (b) the purposes of processing; (c) the identity of Crossword as Data Fiduciary; and (d) the Member's rights under the DPDP Act.
15.5.2 Consent for marketing communications (SMS, WhatsApp, email, promotional notifications) shall be obtained separately and voluntarily. Withdrawal of such consent shall not affect the validity of the Membership or delivery of core program benefits.
15.5.3 Members may manage, review, or withdraw communication consent at any time by:
• Emailing estore@crossword.in with the subject line "COMMUNICATION CONSENT WITHDRAWAL";
• Using the opt-out/unsubscribe link in any communication received from Crossword;
• Contacting Crossword customer support through Crossword.in.
15.5.4 Crossword shall act on valid consent withdrawals within a reasonable time as required by applicable law. Withdrawal of consent for processing necessary for program administration (e.g., billing, fraud prevention) may result in inability to continue Membership benefits.
15.6 Data Principal Rights under DPDP Act, 2023
As a Data Principal (Member), you are entitled to the following rights under the Digital Personal Data Protection Act, 2023:
15.3 Purposes of Processing
Your Personal Data is processed for the following lawful purposes:
• Administration and operation of the Crossword Rewards Program;
• Enrollment, verification, account management, and benefit delivery;
• Processing of transactions, billing, and refunds;
• Communication of program updates, renewal reminders, and promotional offers (subject to your consent);
• Fraud detection, prevention, and security monitoring;
• Legal compliance, auditing, and dispute resolution;
• Analytics to improve products, services, and Member experience;
• Compliance with applicable legal obligations under Indian law.
15.4 Legal Basis for Processing
Crossword processes your Personal Data on the following lawful bases under the DPDP Act, 2023:
• Consent: For marketing communications, promotional offers, and analytics (Section 6, DPDP Act);
• Contractual Necessity: For enrollment, program administration, benefit delivery, and billing;
• Legal Obligation: For compliance with tax laws (GST), the Consumer Protection Act, 2019, and other applicable statutes;
• Legitimate Interests: For fraud prevention, security monitoring, and platform improvement, where such interests do not override your fundamental rights.
15.5 Consent Management
15.5.1 Before enrolling in the Program, the Member shall be presented with a clear and specific Consent Notice disclosing: (a) the categories of Personal Data being collected; (b) the purposes of processing; (c) the identity of Crossword as Data Fiduciary; and (d) the Member's rights under the DPDP Act.
15.5.2 Consent for marketing communications (SMS, WhatsApp, email, promotional notifications) shall be obtained separately and voluntarily. Withdrawal of such consent shall not affect the validity of the Membership or delivery of core program benefits.
15.5.3 Members may manage, review, or withdraw communication consent at any time by:
• Emailing estore@crossword.in with the subject line "COMMUNICATION CONSENT WITHDRAWAL";
• Using the opt-out/unsubscribe link in any communication received from Crossword;
• Contacting Crossword customer support through Crossword.in.
15.5.4 Crossword shall act on valid consent withdrawals within a reasonable time as required by applicable law. Withdrawal of consent for processing necessary for program administration (e.g., billing, fraud prevention) may result in inability to continue Membership benefits.
15.6 Data Principal Rights under DPDP Act, 2023
As a Data Principal (Member), you are entitled to the following rights under the Digital Personal Data Protection Act, 2023:
|
Right |
Description |
How to Exercise |
|
Right to Access (Sec. 11) |
Obtain a summary of your Personal Data being processed and the processing activities. |
Email estore@crossword.in with subject: DATA ACCESS REQUEST |
|
Right to Correction (Sec. 12) |
Request correction of inaccurate, incomplete, or outdated Personal Data. |
Email estore@crossword.in with subject: DATA CORRECTION REQUEST |
|
Right to Erasure / Deletion (Sec. 12) |
Request deletion of your Personal Data held by Crossword (see Clause 15.7). |
Email estore@crossword.in with subject: DATA DELETION REQUEST |
|
Right to Grievance Redressal (Sec. 13) |
Raise a complaint or grievance regarding processing of your Personal Data. |
Email estore@crossword.in with subject: DATA GRIEVANCE |
|
Right to Nominate (Sec. 14) |
Nominate another individual to exercise rights in the event of death or incapacity. |
Email estore@crossword.in with subject: DATA NOMINATION |
|
Right to Withdraw Consent |
Withdraw previously given consent for processing (see Clause 15.5). |
Email estore@crossword.in with subject: CONSENT WITHDRAWAL |
15.7 DATA DELETION — RIGHT TO ERASURE
HOW TO REQUEST DELETION OF YOUR DATA FROM CROSSWORD'S DATABASE: If you wish to have your Personal Data deleted from Crossword's systems, please send an email to: estore@crossword.in Subject Line: DATA DELETION REQUEST — [Your Registered Mobile Number] The Crossword team will acknowledge your request and contact you to verify your identity and process your request. Your query will be resolved and formally closed in accordance with applicable timelines under the DPDP Act, 2023.
15.7.1 Upon receipt of a valid Data Deletion Request, Crossword shall:
• Acknowledge the request within 3 business days;
• Verify the identity of the requesting Member;
• Process the deletion request within 30 days of identity verification, unless an extended timeline is required by applicable law;
• Confirm closure of the request in writing to the Member's registered contact details.
15.7.2 Notwithstanding the above, Crossword shall be entitled to retain Personal Data to the extent required:
• By applicable law (e.g., tax laws, financial regulations, anti-money laundering requirements);
• For resolution of pending disputes, complaints, or legal proceedings;
• For legitimate fraud prevention and security purposes;
• For the performance of any contract not yet completed.
15.7.3 Data Deletion shall result in automatic closure of the Member's account and forfeiture of all accumulated Loyalty Points, unused Vouchers, and any remaining benefits. Membership fees shall not be refundable consequent to a data deletion request.
15.8 Data Retention
Crossword shall retain Personal Data for the following periods:
• Membership & Transaction Data: Duration of Membership validity plus 5 years post-expiry, or as required by applicable law (e.g., GST records for 8 years), whichever is longer;
• Marketing Communication Data: Until consent is withdrawn;
• Security & Fraud Detection Data: 3 years or as required by law;
• Legal & Compliance Data: As mandated by applicable statutes.
Upon expiry of the applicable retention period, Personal Data shall be securely deleted or anonymised.
15.9 Data Sharing & Third-Party Disclosure
Crossword may share Personal Data with:
• Payment gateways and banking partners: solely for processing transactions;
• Technology service providers: for CRM, loyalty platform, and website operations, under appropriate data processing agreements;
• Legal and regulatory authorities: where required by applicable law, court order, or government directive;
• Auditors and professional advisors: under confidentiality obligations.
Crossword shall NOT sell, rent, or commercially exploit Personal Data to any third party for marketing purposes without explicit consent of the Data Principal.
Any third-party processors engaged by Crossword shall be bound by appropriate contractual data protection obligations consistent with the DPDP Act, 2023.
15.10 Data Security
Crossword implements reasonable technical and organisational security measures to protect Personal Data from unauthorised access, loss, alteration, or disclosure, including:
• Encryption of sensitive data in transit and at rest;
• Access controls and role-based permissions;
• Regular security assessments and vulnerability monitoring;
• Incident response procedures.
In the event of a Personal Data breach that poses risk to the rights of Data Principals, Crossword shall comply with its notification obligations as prescribed under the DPDP Act, 2023 and rules thereunder.
15.11 Cookies & Digital Tracking
When Members access Crossword.in, cookies and similar tracking technologies may be used to enhance user experience, analyse website traffic, and deliver personalised content. Members may manage cookie preferences through their browser settings. Disabling certain cookies may affect the functionality of the website.
15.12 Grievance Officer
In accordance with the Information Technology Act, 2000 and the DPDP Act, 2023, Crossword has designated a Grievance Officer for data protection matters:
Email: estore@crossword.in
Website: www.crossword.in
Response time: Within 48 hours of receipt of grievance; resolution within 30 days unless extended timelines are required by law.
If a Member is not satisfied with the resolution, they may escalate the matter to the Data Protection Board of India, once constituted under the DPDP Act, 2023.
16. COMMUNICATION & MARKETING CONSENT
16.1 By enrolling in the Program and providing affirmative consent during the enrollment process, Members authorise Crossword to communicate through:
• SMS and WhatsApp messages to the registered mobile number;
• Emails to the registered email address;
• Push notifications through the Crossword mobile application (if installed);
• Voice calls for program-related communication.
16.2 Communications may include: promotional offers, renewal reminders, transaction alerts, membership updates, campaign notifications, and customer satisfaction surveys.
16.3 Consent to marketing communications is voluntary and separate from the core program enrollment. Withdrawal of marketing consent shall not affect Membership validity or core benefits.
16.4 To withdraw communication consent, Members may email estore@crossword.in with subject line "COMMUNICATION OPT-OUT" or use the unsubscribe mechanism in any communication received.
16.5 Crossword shall comply with the Telecom Commercial Communications Customer Preference Regulations (TCCCP) and applicable TRAI guidelines for commercial communications.
17. LIMITATION OF LIABILITY
17.1 To the fullest extent permitted by applicable law, Crossword shall not be liable for:
• Technical failures, POS system errors, website downtime, or digital platform interruptions;
• Loss, expiry, or non-credit of Loyalty Points due to technical or systemic errors;
• Unauthorised use of Member credentials or benefits;
• Delays in activation, renewal, or benefit delivery caused by third-party payment or technology systems;
• Indirect, consequential, incidental, special, or punitive damages of any nature;
• Loss of profits, business opportunities, or anticipated savings.
17.2 Crossword's aggregate maximum liability to a Member under or in connection with these Terms shall not exceed the Membership fee paid by such Member for the current Membership year.
17.3 Nothing in these Terms shall exclude or limit liability for death or personal injury caused by Crossword's negligence, fraud, or any other liability that cannot be excluded by applicable Indian law.
18. MODIFICATION OF PROGRAM & TERMS
18.1 Crossword reserves the right to modify, amend, revise, or supplement these Terms, Membership benefits, pricing, redemption policies, and Program structure at any time.
18.2 Changes shall be communicated through one or more of the following: publication on Crossword.in, in-store notifications, email/SMS communication to registered Members.
18.3 Updated Terms shall become effective upon publication on Crossword.in. Continued use of the Program after such publication shall constitute acceptance of the updated Terms.
18.4 If a Member does not agree with the modified Terms, the Member's sole remedy is to discontinue use of the Program. No refund of Membership fees shall be issued solely on account of such modifications, except as required by mandatory applicable law.
19. PERSONAL & NON-COMMERCIAL USE
19.1 Membership is intended solely for personal retail consumption by the registered Member.
19.2 Membership shall NOT be used for: resale of purchased products, wholesale procurement, institutional or bulk purchasing, commercial buying, business or library procurement, or any activity involving trading or commercial gain.
19.3 Crossword reserves the right to determine, in its sole discretion, whether a Member's purchasing pattern indicates commercial activity. Detection of commercial usage may result in immediate Membership suspension or termination without compensation.
20. NON-CLUBBING OF OFFERS
20.1 Membership benefits (Instant Discounts, Vouchers, Loyalty Points) may NOT be combined, stacked, or clubbed with:
• Bank-specific offers, EMI discounts, or credit card promotional pricing;
• Employee or staff discounts;
• Institutional, bulk, or negotiated pricing;
• Clearance, end-of-season, or festival sale pricing where additional discounts are excluded;
• Third-party promotional programs or partner schemes;
• Any other ongoing offer or campaign, unless expressly stated by Crossword.
20.2 Crossword's determination of offer combinability shall be final and binding.
21. FORCE MAJEURE
21.1 Crossword shall not be held liable for any delay, suspension, interruption, or failure in the operation of the Program or delivery of Membership benefits arising from circumstances beyond its reasonable control.
21.2 Force Majeure events include, without limitation: natural disasters, floods, earthquakes, fire, pandemics, epidemics, acts of God, war, civil disturbance, strikes, government restrictions, regulatory actions, internet or power outages, cyber incidents, supply-chain disruptions, or payment gateway failures.
21.3 During a Force Majeure event, Crossword may suspend, modify, or withdraw Program benefits without liability. Where practicable, Crossword shall communicate the impact of such events to Members.
22. TAXES & STATUTORY LEVIES
22.1 Membership fees and all applicable transactions under the Program are subject to Goods and Services Tax (GST) and such other statutory levies as applicable under Indian law.
22.2 Membership fees are inclusive of applicable GST unless explicitly stated otherwise at the point of sale.
22.3 Members shall be responsible for any personal tax liability (including income tax, if any) arising from benefits received under the Program, in accordance with applicable Indian tax laws.
22.4 Crossword reserves the right to revise billing, pricing, or tax treatment in accordance with changes in applicable law.
23. MISCELLANEOUS PROVISIONS
23.1 Account Inactivity, Non-Transferability & Death of Member
Membership is personal, non-transferable, and non-assignable. Benefits, Vouchers, and Loyalty Points shall not pass to legal heirs, nominees, or third parties. Upon death of a Member, all Membership benefits shall lapse. Crossword may deactivate inactive accounts per operational policy.
23.2 Audit & Verification Rights
Crossword reserves the right to verify Member identity, purchase history, billing records, and transaction behaviour at any time. Members may be required to produce supporting documentation before benefit redemption. Failure to cooperate may result in suspension of benefits.
23.3 System & Typographical Error Protection
Crossword reserves the right to cancel, reverse, or correct any transaction, pricing, or benefit arising from typographical errors, software glitches, billing errors, POS malfunction, or system failures. Erroneous benefits shall not create enforceable entitlements. Crossword's correction shall be final.
23.4 Participating Stores & Platforms
Membership benefits are available only at participating Crossword stores and approved digital platforms. Availability may vary by location. Crossword reserves the right to exclude specific stores, categories, or regions from Membership applicability.
23.5 Dispute Reporting Limitation
Any complaint, discrepancy, or claim relating to billing, Vouchers, discounts, Points, or redemption must be reported to Crossword within 48 hours of the relevant transaction. Failure to raise a dispute within this period shall result in waiver of such claim.
23.6 Employee & Internal Misuse
Crossword reserves the right to suspend or terminate Memberships associated with current or former employees, franchise personnel, vendors, or contractors where misuse or unauthorized benefit access is suspected, without prior notice.
23.7 No Assured Savings Disclaimer
The Crossword Rewards Program is a promotional customer engagement initiative. Membership fees, discounts, Vouchers, and Loyalty Points are promotional in nature. Crossword does not represent or warrant that the aggregate value of benefits received will equal or exceed the Membership fee paid. Participation is voluntary.
23.8 No Warranty of Uninterrupted Service
Crossword does not guarantee uninterrupted, continuous, or error-free operation of loyalty systems, POS systems, website, digital platforms, or payment integrations. Temporary outages or maintenance interruptions shall not create liability.
24. GOVERNING LAW & DISPUTE RESOLUTION
24.1 These Terms and Conditions shall be governed by and construed in accordance with the laws of India, including but not limited to the Indian Contract Act, 1872; the Consumer Protection Act, 2019; the Information Technology Act, 2000; the Digital Personal Data Protection Act, 2023; the Competition Act, 2002; and applicable GST and tax legislation.
24.2 Courts of competent jurisdiction at Mumbai, Maharashtra shall have exclusive jurisdiction to adjudicate any disputes arising out of or in connection with these Terms.
24.3 Consumer Disputes: Nothing in these Terms shall limit the rights of a Member as a "consumer" under the Consumer Protection Act, 2019 to approach the appropriate Consumer Disputes Redressal Commission. Members may also approach the National Consumer Helpline (1800-11-4000).
24.4 Data Protection Disputes: Disputes relating to Personal Data processing may be escalated to the Data Protection Board of India, once constituted under the DPDP Act, 2023.
25. FINAL INTERPRETATION & ENTIRE AGREEMENT
25.1 Crossword reserves the exclusive right to interpret Membership eligibility, benefit applicability, Voucher validity, Loyalty Point calculations, billing sequences, and redemption disputes. Crossword's determination shall be final, conclusive, and binding upon Members, subject to applicable law.
25.2 No customer interpretation, verbal communication, promotional creative, advertisement, or email (other than officially published communications from authorised Crossword representatives) shall override these Terms.
25.3 These Terms and Conditions, together with the Program FAQs, Crossword's Privacy Policy, and officially published Program rules available on Crossword.in, constitute the entire agreement between Crossword and the Member governing the Crossword Rewards Program and supersede all prior representations, understandings, and agreements.
25.4 If any provision of these Terms is found to be invalid, illegal, or unenforceable under applicable law, such provision shall be deemed severed from these Terms and shall not affect the validity or enforceability of the remaining provisions.
26. CONTACT INFORMATION & GRIEVANCE REDRESSAL
|
Type of Query |
Contact |
Expected Response |
|
General Membership Queries |
estore@crossword.in or Crossword.in |
2–3 business days |
|
Data Access / Correction Request |
estore@crossword.in Subject: DATA ACCESS REQUEST or DATA CORRECTION REQUEST |
Within 30 days |
|
Data Deletion Request |
estore@crossword.in Subject: DATA DELETION REQUEST — [Registered Mobile No.] |
Acknowledge within 3 days; close within 30 days |
|
Data Privacy Grievance |
estore@crossword.in Subject: DATA GRIEVANCE |
Acknowledge within 48 hours; resolve within 30 days |
|
Communication Opt-Out |
estore@crossword.in Subject: COMMUNICATION OPT-OUT |
Within 7 business days |
|
Billing / Voucher Dispute |
estore@crossword.in or in-store Customer Service |
Within 48 hours of transaction (see Clause 23.5) |
|
Refund / Activation Failure |
estore@crossword.in |
7–10 business days |
DATA DELETION PROCESS SUMMARY: To request deletion of your personal data from Crossword's database, email estore@crossword.in with subject "DATA DELETION REQUEST — [Your Registered Mobile Number]". The Crossword team will verify your identity, contact you with a closure timeline, and formally close your request in compliance with the DPDP Act, 2023.
MEMBER DECLARATION & ACKNOWLEDGMENT
By purchasing, activating, or using the Crossword Rewards Loyalty Program, the Member confirms and declares that:
• The Member has read, understood, and agrees to be legally bound by these Terms and Conditions in their entirety;
• The Member is at least 18 years of age and legally competent to enter into this agreement under applicable Indian law;
• The information provided during enrollment is accurate, complete, and truthful;
• The Member provides explicit, informed, and voluntary Consent to the collection and processing of Personal Data as described in Clause 15 of these Terms;
• The Member is aware of their rights as a Data Principal under the Digital Personal Data Protection Act, 2023, including the right to access, correction, deletion, and grievance redressal;
• The Member understands that Membership benefits are promotional in nature and do not constitute guaranteed savings, financial products, or assured returns;
• The Member accepts Crossword's decisions and interpretations as final and binding, subject to applicable legal remedies.