Terms & Conditions

1. Eligibility and Account Use

• You must provide accurate personal details, delivery address, and contact number while creating and operating your account.
• You are responsible for all activities under your account, including orders placed by authorized family members or employees.
• Grozo may suspend or terminate accounts involved in fraud, abusive behavior, chargeback misuse, or repeated policy violations.

2. Order Placement and Fulfillment

• All orders are subject to acceptance, item availability, service zone eligibility, and delivery partner assignment.
• Product images, descriptions, and weights are indicative. Final delivered quantities may vary for fresh categories sold by weight.
• If an item becomes unavailable during picking, Grozo may offer substitutions, partial fulfillment, or item-level refund.

3. Pricing, Fees, and Payments

• Prices displayed in the app are payable prices at checkout, including applicable taxes and platform/service fees where shown.
• Delivery fee, surge fee, handling fee, and minimum order policies may vary by area, demand, weather, and merchant category.
• Payments are processed through authorized third-party gateways. Grozo does not store full card credentials on its own servers.

4. Delivery Commitments and Rider Safety

• Delivery times are estimates and not guaranteed service-level commitments due to operational and external factors.
• Grozo follows a safety-first policy. Riders are prohibited from violating traffic rules or taking unsafe actions to meet ETA.
• Customer abuse, threats, or harassment toward delivery partners are strictly prohibited and may lead to account suspension.

5. Cafe and Ready-to-Eat Orders

• Cafe, bakery, and hot-food items are prepared by partner kitchens and cafes. Preparation quality and ingredient declarations are the responsibility of the respective merchant.
• Due to food safety standards, completed cafe/meal orders are generally non-returnable once delivered, except where required by applicable law.
• If food is materially damaged, missing, or incorrect, you must report through the Help flow within the specified support window for resolution eligibility.

6. Cancellations, Refunds, and Support

• Orders may be cancelled before merchant acceptance, subject to system eligibility and applicable cancellation fees.
• Once packing or dispatch begins, cancellation may be restricted, especially for perishable and cafe orders.
• Approved refunds are processed to original payment mode or Grozo credits based on payment source, bank timelines, and policy rules.

7. Franchise Terms and Participation

• Franchise and city operators must execute a separate written franchise agreement with Grozo before launching any branded unit.
• Franchisees must follow Grozo brand, quality, tech, packaging, and customer service standards at all times.
• Territory rights, fees, revenue share, onboarding costs, and termination obligations are governed by the signed franchise contract and not by this consumer-facing policy alone.
• Unauthorized use of Grozo trademarks, app assets, rider uniforms, or marketing collateral without written approval is prohibited.

8. Intellectual Property

All Grozo trademarks, logos, interfaces, software flows, and content are protected intellectual property. You may not copy, reverse engineer, distribute, or commercially exploit Grozo assets without prior written permission.

9. Limitation of Liability

To the extent permitted by law, Grozo is not liable for indirect, incidental, special, or consequential damages, including loss of profits, business interruption, or data loss arising from use of the platform. Total liability, where applicable, is limited to amounts paid by you for the specific disputed order.

10. Governing Law and Disputes

These terms are governed by the laws of India. Courts in Bengaluru, Karnataka shall have exclusive jurisdiction over disputes, subject to consumer protection rights available under applicable law.

11. Contact

For legal, compliance, franchise, or enterprise questions, contact legal@grozo.in.