Policy pages aren't the fun part of building a website. But they build trust with customers, payment gateways usually require them before activating your account, and for online sellers in India, some information is expected by law. Here's an overview of what most business websites need.

This is general guidance, not legal advice. Your exact obligations depend on your business, so have a lawyer review your policies, especially if you handle sensitive data or sell in regulated categories.

1. Privacy Policy

Explains what personal data you collect (names, phone numbers, addresses, cookies), why, how you store and protect it, who you share it with (payment gateways, couriers, analytics tools) and how people can contact you about it. India's Digital Personal Data Protection Act, 2023 places clear responsibilities on businesses that handle personal data, so it's worth getting this right.

2. Terms of Service

The rules for using your website and buying from you: pricing, payments, order acceptance, intellectual property, limitation of liability, governing law and how disputes are handled.

3. Refund and Cancellation Policy

When and how customers can cancel, return or get refunds, with clear timelines. Our return and refund policy guide goes into detail.

4. Shipping or Delivery Policy

Dispatch and delivery times, charges, areas served, COD rules and what happens with delays. Service businesses can use a "Service Delivery Policy" explaining how and when services are delivered.

5. Contact and business details

For online sellers, the Consumer Protection (E-Commerce) Rules, 2020 expect certain information to be displayed, such as your legal business name, address, contact details and customer care information. Many businesses also show GSTIN where applicable.

6. Grievance Officer details

E-commerce entities are expected to appoint a grievance officer and publish their name, contact details and complaint-handling timelines. Many small businesses include this on the Contact page or in the Terms.

Other pages you may need

• Cookie notice if you use tracking and advertising cookies
• Disclaimer for businesses giving advice, such as health, finance or legal information
• Warranty policy for products with guarantees

Tips for doing it well

• Write in plain language. Customers should understand them.
• Make sure policies match what you actually do.
• Link them in the footer on every page.
• Add an effective date and update it when things change.
• Don't copy another company's policies word for word; they may not fit your business.

On Shopify

Shopify has a policies section with templates you can start from. Treat them as a starting point, customise them for your business and have them reviewed.

Policy pages, contact details and trust elements are set up as part of our website packages. Get in touch.