1.1. Acceptance of Terms: By downloading, installing, and using this app, the user agrees to be bound by these terms.
1.2. Eligibility: Users must be at least 18 years old. The app reserves the right to terminate accounts of users under 18.
1.3. Role of the Platform: The app acts as an intermediary connecting users with merchants (restaurants/stores) and independent delivery partners. The app is not the manufacturer or direct seller.
1.4. Account Security: Users are responsible for maintaining the confidentiality of their account credentials and for all activities under their account.
1.5. Prohibited Activities: Users shall not use the app for illegal purposes, fraudulent activities, or to harass delivery partners. Usage of the service to create or share "Synthetically Generated Information" is prohibited.
1.6. Pricing and Payment: Prices are subject to taxes, delivery charges, and surge pricing. Payments must be made via approved methods (Credit/Debit Card, UPI, Netbanking). The app holds the right to collect fees on behalf of merchants.
1.7. Disclaimer of Liability: The platform is provided "as is." The app is not liable for the quality of food, items, or the actions of delivery partners.
1.8. Modification of Terms: The app reserves the right to update these terms at any time.
2.1. Cancellation Policy
User Cancellation: Users may cancel orders within 1 minute after placing them, usually before the restaurant/merchant confirms or starts preparing the order.
Cancellation Fees: If a user cancels after the designated grace period, a cancellation fee up to 100% of the order value may be charged to compensate the delivery partner and merchant.
Merchant/Platform Cancellation: The app reserves the right to cancel orders due to unavailability of items, address errors, or safety issues. In such cases, a full refund will be issued.
2.2. Refund Policy
Eligible Conditions for Refund: Damaged, spoiled, or contaminated items. Wrong items delivered. Items missing from the order. Significant delays beyond the estimated delivery time.
Non-Refundable Scenarios: No refunds will be provided for issues not directly attributable to the app or restaurant (e.g., user changed mind, user provided wrong address).
Refund Process: Refunds for prepaid orders will be processed via the original payment method within 3-7 working days, depending on bank policies.
Cash on Delivery (COD) Refunds: Refunds for COD orders are typically issued as platform credits for future use, rather than cash.
Photographic Evidence: To initiate a refund, the user must provide photographic evidence of damaged or incorrect items within 24 hours of delivery.
3.1. Delivery Safety: Delivery partners are required to adhere to traffic regulations and safety standards.
3.2. Order Verification: Users should verify the order before providing the OTP to the delivery partner. Once the OTP is shared, it is considered accepted, and subsequent refund claims are harder to process.
3.3. Customer Behavior: The use of abusive or derogatory language towards delivery partners or support staff is strictly prohibited and may result in account termination.
4.1. Grievance Officer: As per 2026 IT rules, a designated Grievance Officer shall be reachable via email for escalations.
4.2. Arbitration: All disputes are subject to arbitration in the city where the app registered office is located i.e Ganderbal.
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