A boutique in Karol Bagh moves its business from Instagram to its own website. The payment gateway refuses to switch on live payments until the site shows a refund policy, terms and a proper contact page. The developer pastes in pages from a template; a month later a customer demands a refund the pasted policy promises and the shop has never offered, and the privacy policy mentions a newsletter the site does not have and says nothing about the analytics and advertising tags it does. None of this is unusual. The legal pages of most small Indian websites were written for someone else’s business. This page explains which pages your site needs, what each must say, and how to keep them true.
The footer links on a website — terms, privacy, refunds — are the ones almost nobody clicks, and the ones that decide what happens when something goes wrong. When a customer disputes a refund, the consumer commission reads the refund policy. When a visitor asks what was done with their phone number, the privacy notice is the promise the business made. When a payment gateway reviews a new merchant, it checks whether those pages exist and make sense. When a competitor copies the site, the copyright notice and the ownership of the content matter.
For small Indian businesses the risk is rarely a missing page. It is a page that describes a different business: a template privacy policy that talks about cookies from tools the site never used, a refund policy promising a thirty-day return on custom-tailored clothes, terms that choose the courts of a city the business has never traded in. Such documents are worse than useless, because they can be held against the business that published them.
A website legal pack solves this by treating the pages as one system, drafted together, from a description of how the site really works, and kept up to date as the site changes.
| Type of site | Core pages | Extra points |
|---|---|---|
| Brochure or company profile | Privacy notice, terms of use, disclaimer, contact | Cookie notice if analytics or ads tags are used |
| Lead generation (enquiry forms, call-backs) | Privacy notice at every form, terms, contact | Separate consent for marketing calls and messages |
| Online store (own products) | Terms, privacy, refund and cancellation, shipping, contact and grievance | E-commerce rule disclosures, product declarations, GST invoices |
| Marketplace (other sellers) | All of the above, plus seller terms | Seller details on listings, grievance officer, intermediary duties |
| Bookings and appointments | Terms, privacy, cancellation and rescheduling policy | No-show and refund rules, reminders consent |
| Courses and subscriptions | Terms, privacy, refund policy, subscription terms | Renewal and cancellation, children’s data |
| Community, reviews, forums | Terms, privacy, community guidelines, grievance page | Intermediary rules, takedown process |
| Professional practice | Privacy, disclaimer, contact | Professional advertising restrictions |
| Software or app with a website | Terms or EULA, privacy, refund | See our app store guide |
Many sites combine types. A clinic website that takes online bookings and payments is a booking site and a professional site; a coaching institute that sells recorded courses to school students is a subscription site handling children’s data. The documents should cover each function the site actually performs.
| Document | Its job |
|---|---|
| Terms of use | The contract with visitors and customers: orders, payment, accounts, conduct, content, liability, disputes |
| Privacy policy | The DPDP notice: what personal data, why, on what basis, who receives it, rights, retention, grievance |
| Refund and cancellation policy | When customers can cancel, return or get money back, how, and how fast |
| Shipping and delivery policy | Where you deliver, how long, what it costs, and what happens if delivery fails |
| Disclaimer | The limits of the information and services offered |
| Cookie notice and banner | What tracking tools run, and the visitor’s choice |
| Contact and grievance page | Legal identity, address, customer care, grievance officer, timelines |
| Optional: community guidelines, seller terms, accessibility statement | For sites with user content, third-party sellers, or a commitment to accessibility |
The pages should use the same legal name, the same defined terms and the same contact details; cross-refer rather than repeat; and never contradict each other. If the refund policy says refunds take seven working days, the terms should not say fourteen.
Good policies are written from facts. Before drafting, list:
This list becomes the backbone of every document. It also shows where the site itself needs to change — a form asking for more than it needs, a tag nobody remembers adding, a vendor with no contract. Every outside firm that touches your customers’ details should be on a written processing contract; our data processing agreement guide lists which ones.
For many small businesses, the first time anyone asks about their legal pages is when they apply for a payment gateway. Payment aggregators in India are regulated by the Reserve Bank of India and must carry out due diligence on the merchants they onboard. In practice, gateways review the merchant’s website before switching on live payments, and commonly expect to see:
Each gateway publishes its own checklist, and the requirements change, so read the current one before applying. The most frequent reasons for delay are pages copied from another site with the wrong business name, contact details that do not match the KYC documents, a refund policy that says “no refunds under any circumstances”, and a site that is still under construction. A consistent pack, published before applying, usually avoids all of them.
The terms of use are the contract between the business and its visitors and customers. What they should contain, how they are accepted, and which imported clauses fail under Indian law are covered in detail in our website terms and conditions guide — in particular its sections on what the terms should contain and why imported templates fail. This page does not repeat that material.
Within a pack, the terms act as the hub. They set out the core contract and then point to the other documents — “our Refund and Cancellation Policy”, “our Shipping Policy”, “our Privacy Policy” — incorporating them by reference where they are contractual, and saying which prevails if there is ever a conflict. For a brochure site that sells nothing, the terms can be short: ownership of the content, acceptable use, disclaimers, links and governing law.
The structure of a DPDP-compliant privacy notice — what it must say, section by section — is set out in our DPDP privacy policy guide. For a website, the practical points are specific to how websites collect data:
A privacy policy that is accurate and short is better than one that is long and wrong. If the business uses an order management or CRM system, its data flows should appear too.
Cookies are small files a website stores in the visitor’s browser; related technologies include pixels, tags, local storage and device fingerprints. Some are strictly necessary — keeping a visitor logged in or remembering the items in a cart. Others measure visits, remember preferences, or track visitors across sites for advertising.
India has no law aimed specifically at cookies. But where a cookie or tag processes personal data — and advertising and analytics tools usually do, through identifiers linked to a device or person — the DPDP Act applies, and for purposes such as advertising or behavioural profiling the lawful basis will usually be consent: free, specific, informed, unconditional and unambiguous, given by a clear affirmative action, and as easy to withdraw as to give. The rules under the Act are being brought into force in phases, so the details should be checked, but the direction is clear.
A sensible approach for most Indian sites is:
Banners that hide the reject option, pre-tick every category, or keep reappearing until the visitor gives in are the kind of design that consumer regulators now describe as dark patterns; our app compliance guide lists them.
The refund policy is the page customers read most closely and the one most often copied without thought. It must reflect what the business can actually do, while respecting what the law requires. The 2020 e-commerce rules oblige online sellers to state clearly, before the sale, their terms on return, refund, exchange, warranty and cancellation before purchase; and consumer law does not allow a seller to refuse to take back goods that are defective, deficient, spurious or not as described, or to impose cancellation charges that are one-sided.
A good policy for goods covers:
The refund policy should be consistent with the payment gateway’s refund process and the courier’s reverse pick-up service, because a promise the business cannot deliver will be enforced against it.
Services need different rules, because they cannot be returned in a box. The policy should say when a booking can be cancelled or rescheduled for free, what charge applies after that point and why, what happens if the customer does not turn up, what happens if the business cancels or cannot deliver, and how partly delivered services are refunded. For online courses and memberships, it should state whether there is a trial or a cooling-off period, whether access already used affects the refund, and how subscriptions renew and can be stopped.
Charges must be reasonable and connected to real loss: a clinic that keeps an appointment slot free, a tutor who has blocked hours, a venue that has turned away other bookings. A policy that keeps the whole fee whatever happens, even when the business itself cancels, invites a consumer complaint. Our SaaS guide on renewals covers recurring payments and e-mandates in more depth.
For physical goods, a shipping policy answers the questions customers ask most:
Delivery times should be stated as estimates with a realistic range, not guarantees the business cannot control. Where the business promises a delivery date for a specific occasion — a wedding outfit, a gift for a festival — the terms of that promise should be clear.
Many small businesses sell through a hosted store builder, a marketplace, or a social media shop rather than a site built from scratch. Each brings its own layer of terms. A store builder typically offers policy templates and a checkout; a marketplace has its own seller agreement, return rules and grievance process; a social platform has commerce policies that govern what may be sold and how.
Three points follow. First, platform templates are starting points, not finished documents: they do not know whether your products are custom-made, which pin codes you serve or which tools you have added. Second, where you sell on a marketplace, your own policies must fit within the marketplace’s rules — you cannot promise a longer return window than its logistics support, or refuse returns it requires. Third, customers who find you on social media and pay you directly by UPI still need to know your terms; a short link in your profile to your refund policy and contact page helps both sides.
The e-commerce rules made under the Consumer Protection Act in 2020 cover anyone selling goods or services to Indian consumers online — a single-brand shop as much as a marketplace. Among other things, they require the entity to display in a clear and accessible manner its legal name, principal geographic address, website and contact details, including customer care; and to appoint a grievance officer, publish the officer’s name, designation and contact details, acknowledge complaints within the time set by the rules and resolve them within the time set by the rules. Marketplaces must also display details of sellers, and information about return, refund, exchange, warranty, delivery and grievance redressal for each product.
The rules also prohibit manipulating the price of goods or services to gain unreasonable profit, posting fake reviews or misrepresenting the quality of products, and recording a consumer’s consent automatically, such as through pre-ticked boxes. The obligations in the terms themselves are discussed in our website terms guide on e-commerce. The pack puts the display obligations into the contact and grievance page, the product pages and the checkout.
For pre-packaged commodities sold online, the legal metrology rules on packaged commodities require the e-commerce entity to display, on the listing, the declarations that the law requires on the package itself. These generally include the name and address of the manufacturer, packer or importer; the common or generic name of the product; the net quantity; the maximum retail price; the month and year of manufacture or import where required; consumer care details; and the country of origin.
On a marketplace, sellers provide these details and the marketplace displays them; on a single-brand store, the business must add them to each product page. Food products also need the food safety licence or registration number of the business. These are product-page requirements rather than policy documents, but the pack should include a short checklist for the team that creates listings, because a missing declaration is one of the easiest violations to spot.
Visitors should know the full price before they pay. The e-commerce rules require the total price, with a breakdown of other charges, to be shown before purchase, and the dark pattern guidelines treat drip pricing — revealing charges only at the final step — and basket sneaking — adding items or donations without consent — as unfair. The site should therefore:
A business that is registered under GST must issue proper tax invoices, and should make them available to customers in their order history; our GST registration service can help a new online business register.
A website that sells to other businesses — a distributor’s ordering portal, a manufacturer’s catalogue with bulk pricing, an agency’s service pages — is not usually dealing with consumers, and consumer protection rules generally protect people buying for personal use rather than for a commercial purpose. That gives more freedom to set terms, but not unlimited freedom: the Indian Contract Act still applies, and courts read one-sided exclusion clauses strictly.
A B2B pack typically needs terms of sale covering quotations and acceptance, minimum order quantities, price validity, credit terms and interest on late payment, delivery and risk, inspection and rejection of goods, warranty and returns, and limits of liability; a privacy notice covering the business contacts it collects; and, where buyers log in, account and access rules. If the site sells to both businesses and consumers, the terms should say which rules apply to whom, and the consumer protections must remain for consumers.
A disclaimer tells visitors what the site is not promising. Common elements are:
A disclaimer manages expectations; it is not a shield against the law. The law still holds a business to account to consumers for deficient services or defective goods, or liability for the business’s own negligence or misrepresentation. Written honestly, it helps; written as a blanket denial of every responsibility, it reads badly to customers and to consumer commissions. Our disclaimer drafting service prepares one for the site’s actual content.
Professionals face rules that ordinary businesses do not. Advocates in India may not solicit work or advertise, directly or indirectly, under the Bar Council of India rules. Those rules have been read to permit a website that gives factual information about the advocate — name, contact details, enrolment, qualifications and areas of practice — without testimonials, claims of success, comparisons or fee offers. Many advocates’ websites therefore show a notice on entry, which the visitor accepts, stating that the site is for information and that the visitor is seeking it of their own accord. The content itself should remain factual.
Doctors are subject to professional conduct rules that restrict self-promotion and the use of patient testimonials, and clinics must also treat health data with particular care. Investment advisers and research analysts registered with SEBI, insurance intermediaries, and chartered accountants and company secretaries each have their own rules on advertising and communications. A professional’s website pack should be written with those rules in mind, and the professional body’s current guidance should be checked, because it changes from time to time.
We follow the same principle on our own site: our advocate directory shows no rankings, ratings or fees, and any advocate’s fee is agreed and paid between the client and the advocate directly.
Trusts, societies and section 8 companies increasingly accept donations online. Their websites need the usual privacy notice and terms, and also a clear statement of who is receiving the money — the registered name and registration details of the organisation — what the donations will be used for, whether receipts will be issued and whether donations qualify for any tax deduction under the organisation’s registration, and the refund policy for donations made by mistake.
Foreign contributions are specially regulated: an organisation may accept them only if it holds the required registration or permission under the foreign contribution law, and then only into the designated account. A donation page open to the world should therefore say whether foreign donations are accepted, and the payment set-up should stop them if they are not. Donor data — names, PAN for receipts, addresses — must be protected and used only for the purposes stated.
A contact page is also a legal page. For a business selling online, it should show:
The page should be reachable from every page of the site, and the grievance officer must actually exist and respond. A named officer who never answers is a published promise broken in public. Sites with user content need a grievance mechanism under the intermediary rules as well, which can be combined on the same page, as our website terms guide explains.
A site that lets visitors post comments, reviews, questions, photos or listings will usually count as an intermediary in law, with duties under the intermediary rules to publish its rules, act on lawful takedown orders and run a grievance mechanism. The terms should set out what users may not post; the community guidelines should explain the same in plain language; and the site should give a way to report content. Our guide on user content covers the licence the site takes to what users post and the right to remove it.
Reviews need particular honesty. Consumer rules prohibit fake reviews and the concealment of negative ones, and a standard on online consumer reviews has been issued for e-commerce. A business that hosts reviews of its own products should publish its review policy — who can review, how reviews are checked, whether any are removed and why — and should never write or buy reviews.
A “Careers” or “Work with us” page collects some of the most sensitive data a small business ever holds: CVs, phone numbers, addresses, previous salaries, sometimes identity documents. The privacy notice should cover applicants specifically — what is collected, who sees it, how long unsuccessful applications are kept, and how an applicant can ask for deletion. Ask only for what the recruitment stage needs, and never request identity documents or bank details before an offer is made.
Fake job offers using real companies’ names are a common fraud in India. A short note on the careers page — that the business never asks applicants for money, and that offers come only from its official email domain — protects applicants and the business’s reputation.
A site for school students, coaching, toys or children’s clothing is likely to collect data about children, or about parents on their behalf. Indian data protection law treats everyone below eighteen as a child, asks for the verifiable consent of a parent or guardian before their data is processed, and bars tracking, behavioural monitoring and ads aimed at them, save for the exemptions the rules allow. The practical effect for a website is to design forms for parents, to switch off advertising and profiling tools on children’s pages, and to explain this plainly in the privacy notice. The rules are explained in our DPDP guide on children. A contract made by a minor is also generally void, which is another reason for parents to place orders.
Websites are often the start of a marketing relationship: a newsletter sign-up, a discount code in exchange for a phone number, a “WhatsApp us” button. Each channel has its rules. Under the DPDP Act, marketing is a purpose that usually requires specific consent, separate from the consent to process an order or answer an enquiry, and withdrawal must be easy. Promotional and transactional SMS in India travel only through sender IDs and message templates registered on the operators’ platforms under TRAI’s regulations. Business messaging platforms require the customer’s prior opt-in for messages the business initiates.
So the sign-up form should say exactly what the visitor will receive, through which channel, and how to stop it; every email should carry an unsubscribe link; SMS and WhatsApp messages should honour opt-outs; and the privacy notice should list these channels. Buying lists of numbers or emails is both a legal risk and a waste of money. The same rules for apps are summarised in our app compliance guide.
Advertising and analytics platforms impose their own conditions. The major advertising networks generally require advertisers who collect personal information to have a privacy policy, to disclose their use of the platform’s tools, and to obtain consent where the law requires it; ads that lead to a landing page with a missing or misleading policy can be disapproved. Some categories — financial services, health, legal services, gambling — face additional verification or restrictions.
The website pack should therefore describe each tool that is actually installed: web analytics, advertising pixels, conversion tracking, remarketing lists, and customer match uploads. If the business uploads customer lists to an advertising platform, the privacy notice should say so, and the customers must have consented where consent is the basis. When a new tag is added, the cookie notice and privacy policy should be updated at the same time.
A website is full of copyright material: text, photographs, illustrations, fonts, icons, videos and code. The business owns what it created or had assigned to it; everything else it uses under a licence. Common problems are images copied from search results, stock photos licensed to the developer rather than the business, fonts used beyond their licence, and product photographs taken from a supplier’s site without permission.
The pack should include a short IP statement — a copyright notice, a note on trade marks, and how to report infringement — and the business should keep a record of licences for images and fonts. A website built by an agency should come with a written assignment of the design and code; see our development guide. To protect the brand itself, register the name and logo with a trade mark application. If others copy your content, a copyright infringement notice is usually the first step.
A website is visible everywhere, but the business chooses where it sells. If it ships abroad or sells digital services to foreign customers, other laws may apply: the European Union’s data protection rules for sites offering goods or services to people in the EU, consumer rights in the customer’s country, customs and import rules, and restrictions on certain products. Payments in foreign currency also raise questions of export documentation and taxes that belong with a chartered accountant.
The pack should say plainly where the business delivers, in which currency prices are charged, who pays duties and taxes on import, how returns from abroad work, and which law governs. If most customers are in India and a few are abroad, it is usually better to limit international sales to specific countries and products than to promise worldwide delivery on the same terms.
Many customers live with some disability, and older customers often have weak eyesight or unsteady hands; a site they cannot use is lost business. Disability law in India, through the 2016 Act and the standards issued under it, is also moving digital services towards accessible design. The practical basics are text alternatives for images, sufficient colour contrast, text that can be enlarged, full keyboard navigation, labelled form fields, captions for video, and error messages that explain what to fix.
An accessibility statement is optional but useful: it says what standard the business aims for, known limitations, and how a visitor can ask for help or report a problem. It should be honest; claiming full compliance without testing is a promise that can be checked.
Legal pages promise security; the site must deliver it. The minimum is a valid HTTPS certificate on every page, forms protected against spam and abuse, software and plugins kept up to date, admin accounts protected with strong passwords and two-factor authentication, and backups that have been tested. Personal data from forms should go to a protected system, not to an unmonitored shared inbox or a spreadsheet anyone can open.
If data is exposed, the DPDP Act requires the business, as data fiduciary, to inform the Data Protection Board and affected people, and many kinds of cyber incident must separately be reported to CERT-In within a few hours. The website pack cannot prevent an incident, but the privacy notice should describe security honestly and the business should know in advance who will do what; see our DPDP guide on breaches.
The legal identity on the website should match who actually controls it. The domain name should be registered in the name of the business, with a business email address the business controls as the contact; the hosting, analytics, advertising, payment gateway and email accounts should belong to the business, with developers and agencies given access rather than ownership. When a developer who registered the domain in their own name disappears, the business can lose its website, its email and its customers overnight.
Keep a simple register of every account: provider, owner, who has access, renewal date and where the credentials are kept. Renew the domain for several years at a time, and switch on auto-renewal. The same principle for apps and code repositories is explained in our software development guide.
A policy protects the business only if the customer had a fair chance to see it at the right moment.
| Place | What to link or show |
|---|---|
| Footer of every page | Terms, privacy, refund and cancellation, shipping, disclaimer, cookie settings, contact and grievance |
| Every form | A line such as “We use these details to call you back. See our Privacy Policy”, plus a separate unticked box for marketing |
| Sign-up | Terms and privacy, accepted by an action, with the version recorded |
| Product page | Price with taxes, delivery estimate, return eligibility, product declarations |
| Checkout | Full price breakdown, refund and cancellation summary, acceptance of terms |
| Subscription screen | Price, renewal period, how to cancel, before payment |
| Order confirmation email | Order details, invoice, links to refund policy and grievance contact |
How acceptance should be presented and recorded — clickwrap rather than a silent link — is explained in our website terms guide.
Every legal page should show an effective date. When a page changes materially, the business should keep the earlier version, record the date of change, and tell registered customers in advance where the change affects them — for example new charges, a shorter return window, or a new use of personal data that needs fresh consent. Changes should not apply retrospectively to orders already placed.
A simple change log at the foot of each document, and an archive of previous versions, is enough for most businesses. It answers the question that matters in any dispute: what did the page say on the day the customer placed the order? Our guide on versions of terms discusses this further.
Many Indian customers are more comfortable reading Hindi or a regional language than English. The DPDP Act allows individuals to access the privacy notice in English or in any language specified in the Eighth Schedule to the Constitution, and a business whose customers read Hindi should consider a Hindi version of at least its privacy notice, refund policy and contact page. Where two versions exist, say which prevails in case of difference, keep them in step when either changes, and make sure the translation is accurate rather than machine-generated without review.
Websites change quietly: a new plugin, a new payment option, a new product range, a marketing agency that adds tags. Once a year, and whenever the site changes significantly, run through a short check.
| Check | Question |
|---|---|
| Identity | Do the legal name, address and GSTIN match the business’s current documents? |
| Forms | Does each form ask only for what is needed, and link to the privacy notice? |
| Tools | Does the cookie notice list every tag and tool currently installed? |
| Vendors | Does every vendor that handles customer data have processing terms? |
| Refunds | Does the refund policy match what the team actually does? |
| Delivery | Are delivery areas, times and charges still accurate? |
| Grievances | Is the grievance officer current, and are complaints answered on time? |
| Listings | Do product pages carry the required declarations? |
| Marketing | Are consents recorded, and do opt-outs work? |
| Accounts | Are the domain, hosting and payment accounts in the business’s name? |
| Versions | Are effective dates current and earlier versions archived? |
For a fuller check of personal data across the whole business, not only the website, our DPDP compliance review covers systems, vendors, staff and processes.
The Karol Bagh boutique from the top of this page sold ready-to-wear clothes and made-to-measure outfits. Its new pack started from a list of how the store worked: orders through the website and Instagram, payment by UPI and cards through a gateway, cash on delivery in Delhi NCR only, delivery through two courier partners, alterations in the shop, and an analytics tool and an advertising pixel installed by the marketing agency.
The refund policy distinguished the two product lines: ready-to-wear items could be returned within seven days of delivery, unused and with tags, for a refund or exchange; made-to-measure outfits could be cancelled free of charge before cutting, and afterwards only for defects or where the garment did not match the agreed measurements, which the shop would correct first. Defective or wrong items were always taken back, with free pick-up. Refunds went to the original payment method within seven working days of approval, and cash-on-delivery refunds to a bank account the customer nominated.
The shipping policy set out delivery areas, estimated times and charges, and a forty-eight-hour window to report damage with photographs. The contact page showed the proprietor’s legal name, the shop address, GSTIN, customer care hours and a grievance officer. The cookie banner held back the pixel until the visitor accepted, and the privacy notice described the pixel and the agency. The gateway activated live payments on the next review, and the refund disputes stopped once the policy matched practice.
A physiotherapy clinic in Janakpuri wanted a website where patients could book and pay for sessions. Its pack had to work for a booking site, a health-data site and a professional practice at once.
The terms explained booking, rescheduling up to four hours before a session without charge, a modest late-cancellation charge that reflected the blocked slot, full refund if the clinic cancelled, and packages that could be paused on medical grounds. The privacy notice kept the booking form to name, phone, preferred time and a short reason for the visit, said that clinical notes were recorded at the clinic and not through the website, and described the booking software provider as the clinic’s processor. Marketing messages required a separate tick. The disclaimer made clear that articles on the site were general and not a substitute for assessment, and the site avoided patient testimonials and claims of cures, in line with professional conduct expectations. The grievance and contact page named the clinic’s legal entity, the registered practitioner and the complaint process.
Our website legal pack costs ₹4,999 and is ready in 2 – 5 days. We start from how your site works — what it sells, what it collects, which tools and vendors it uses — and draft every page together so that they agree with each other and with your practice.
| Included | Why it helps |
|---|---|
| Terms of use | A clear contract for orders, accounts and content |
| DPDP-compliant privacy policy | An honest notice matched to your forms and tools |
| Refund and cancellation policy | Rules customers understand and your team can follow |
| Shipping and delivery policy (for goods) | Fewer delivery disputes |
| Disclaimer and cookie notice with banner text | Expectations set, tracking choices given |
| Contact and grievance page, and a placement checklist | What payment gateways and consumer rules expect |
Individual documents are also available on their own: a privacy policy, terms and conditions, a refund policy or a disclaimer. We tell you the total before we start. Should a dispute reach a consumer commission, an arbitrator or a court, it is for your advocate, whose fee is engaged and paid by you directly; we do not quote, collect or share it. You can find an advocate through our directory.
The pages at the bottom of your website decide what happens when a customer wants a refund, a regulator asks about data, or a payment gateway reviews your account. Tell us how your site works and we will write every page to match it — together, consistent, and in plain language.
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