The agreement between you and ZEBENTO LLP when you use the Zebento platform.
Technology Marketplace for Homemade Food & Food Services
ZEBENTO LLP
Registered Office:
128/A P No. 3 Paiki 11 & 12
Kadadi Chal Back Side
North Solapur
Solapur – 413001
Maharashtra, India
| Field | Details |
|---|---|
| Document Name | ZEBENTO Customer Terms & Conditions |
| Document Version | Version 1.0 |
| Effective Date | [To be Inserted] |
| Last Updated | [To be Inserted] |
| Document Owner | ZEBENTO LLP |
| Applicable To | All Customers using the ZEBENTO Platform |
| Platform | Website, Mobile Application and all Digital Services operated by ZEBENTO LLP |
These Customer Terms & Conditions constitute a legally binding electronic agreement between ZEBENTO LLP ("ZEBENTO", "Platform", "we", "our" or "us") and every individual or entity accessing or using the ZEBENTO Platform ("Customer", "you" or "your").
This Agreement governs the Customer's access to and use of the Platform, including the placement of Orders, payments, delivery services, refunds, promotions and all other Platform services.
By creating a Customer Account, placing an Order, clicking "I Agree", "Accept", "Continue", "Proceed", or otherwise accessing or using the Platform, the Customer acknowledges that they have read, understood and agree to be legally bound by this Agreement.
This Agreement includes the following Schedules, each of which forms an integral part of these Customer Terms & Conditions:
Schedule A – Refund & Cancellation Policy
Schedule B – Customer Code of Conduct
Schedule C – Promotional Offers, Coupons & Loyalty Programme Terms
Schedule D – Privacy Notice Summary
Schedule E – Prohibited Items & Restricted Orders
This Agreement shall also be read together with the following Platform Policies, where applicable:
Privacy Policy
Cookie Policy
Community Guidelines
Any additional Platform Policies published by ZEBENTO from time to time
ZEBENTO is a technology-enabled marketplace that facilitates transactions between independent food service Providers and Customers.
Unless expressly stated otherwise, ZEBENTO is not the seller, manufacturer, preparer or owner of the food products listed on the Platform. Each Provider is independently responsible for the preparation, quality, safety, packaging and lawful supply of its food products and services.
This Agreement is executed electronically and becomes legally binding upon the Customer from the earliest of:
creating a Customer Account;
placing an Order;
making a payment;
clicking "I Agree", "Accept", "Continue", "Proceed" or any similar electronic acceptance mechanism; or
otherwise accessing or using the Platform.
This document contains the proprietary legal terms governing the use of the ZEBENTO Platform. It is intended for Customers using the Platform and may not be reproduced, modified or distributed except as permitted by Applicable Law or with the prior written consent of ZEBENTO LLP.
Between
ZEBENTO
A Limited Liability Partnership incorporated under the applicable laws of India, having its Registered and Head Office at:
128/A P No. 3 Paiki 11 & 12, Kadadi Chal Back Side, North Solapur, Solapur – 413001, Maharashtra, India
(Hereinafter referred to as the "Platform", which expression shall, unless repugnant to the context or meaning thereof, include its successors, permitted assigns and affiliates.)
AND
Every individual who accesses, browses, registers, places an Order, purchases food or otherwise uses the Platform in any manner.
(Hereinafter referred to as the "Customer", which expression shall, unless repugnant to the context or meaning thereof, include such person's legal representatives, heirs, executors, administrators and permitted assigns, wherever applicable.)
Nature of Agreement
These Customer Terms & Conditions ("Agreement") govern the Customer's access to and use of the Platform for discovering, browsing, ordering, purchasing and receiving food products and related services offered by independent food service providers through the Platform.
This Agreement establishes the legal rights, obligations and responsibilities of the Customer while using the Platform and forms a legally binding contract between the Platform and the Customer.
The Platform operates solely as a technology-enabled marketplace that facilitates interaction between independent food service providers and Customers. Unless expressly required under Applicable Law, the Platform is not the seller, manufacturer, preparer or owner of the food products or services listed by independent Providers.
Applicable Users
These Customer Terms & Conditions apply to every person who accesses or uses the Platform, including but not limited to:
Visitors
Registered Customers
Guest Users (where permitted)
Individuals placing Orders
Customers purchasing food for personal consumption
Customers purchasing food on behalf of another person
Users making online payments
Users availing promotional offers, coupons or loyalty benefits
Any other person using any feature, service or functionality made available by the Platform from time to time.
Effective Date
This Agreement shall become legally binding upon the Customer from the earlier of:
creating a Customer Account;
placing an Order;
making any payment through the Platform;
clicking "I Agree", "Accept", "Continue", "Proceed", "Place Order" or any similar electronic acceptance mechanism; or
otherwise accessing or using the Platform.
Agreement Version
Version: 1.0
Effective Date: ___________________
Last Updated: ___________________
Registered & Head Office
ZEBENTO
Registered & Head Office
128/A P No. 3 Paiki 11 & 12
Kadadi Chal Back Side
North Solapur
Solapur – 413001
Maharashtra, India
IMPORTANT NOTICE
By accessing or using the Platform, the Customer confirms that he/she:
has carefully read these Customer Terms & Conditions;
understands the rights, obligations and responsibilities contained herein;
agrees to comply with all applicable laws, Platform Policies and operational guidelines;
agrees to be bound by all Schedules, Annexures, Privacy Policy, Refund Policy and all other documents incorporated by reference; and
voluntarily enters into this legally binding Agreement with full legal capacity.
CONFIDENTIAL & PROPRIETARY
These Customer Terms & Conditions and their contents are confidential and proprietary to ZEBENTO. Except as permitted under Applicable Law, no part of this Agreement may be reproduced, distributed, modified, published or commercially exploited without the prior written consent of the Platform.
IMPORTANT MARKETPLACE DISCLOSURE
The Customer expressly acknowledges and agrees that ZEBENTO operates solely as a technology-enabled online marketplace that facilitates interaction between independent food service providers ("Providers") and Customers through its website, mobile application and related technology services.
Unless otherwise expressly required under Applicable Law:
ZEBENTO is not the manufacturer, preparer, cook, seller or owner of the food products offered through the Platform.
Every food item available on the Platform is independently prepared, packaged and supplied by the respective Provider.
Prices, menu items, ingredients, availability, preparation time and business operations are determined and managed by the respective Provider unless expressly stated otherwise.
The respective Provider remains solely responsible for the preparation, quality, hygiene, packaging, statutory compliance and lawful supply of the food ordered by the Customer.
ZEBENTO provides technology infrastructure, marketplace services, payment facilitation, communication tools and other related support services to enable transactions between Customers and Providers.
The Platform may facilitate order management, payment collection, refunds, customer support and dispute resolution for operational convenience; however, such facilitation shall not, by itself, make the Platform the seller or supplier of the food products.
Nothing contained in these Terms shall be interpreted as creating any employer-employee relationship, agency, partnership, joint venture or franchise relationship between the Platform and any Provider.
The rights of Customers under the Consumer Protection Act, 2019, the Information Technology Act, 2000, the Digital Personal Data Protection Act, 2023, and any other Applicable Law shall remain unaffected.
The Customer confirms that, by using the Platform, placing an Order or making a payment, the Customer has read, understood and accepted the marketplace model described above.
DISCLAIMER
The Customer further acknowledges that:
Food quality, taste, quantity, freshness, ingredients, allergens and preparation methods may vary from one Provider to another.
Photographs, descriptions and estimated preparation times displayed on the Platform are provided primarily by the respective Providers and are intended for general informational purposes. Minor variations may occur due to operational circumstances.
While the Platform endeavours to maintain a safe, reliable and efficient marketplace, it does not guarantee uninterrupted availability of the Platform, continuous operation of any Provider or availability of any particular food item.
The Platform reserves the right to suspend, restrict or remove any Provider, menu item, feature or service where reasonably necessary to comply with Applicable Law, protect Customers or maintain Platform integrity.
CUSTOMER ACKNOWLEDGEMENT
By accessing or using the Platform, the Customer expressly acknowledges and agrees that:
the Customer has read these Customer Terms & Conditions in their entirety;
the Customer understands the marketplace model under which the Platform operates;
the Customer understands that the Provider is the independent seller of the food products ordered through the Platform;
the Customer agrees to comply with these Customer Terms & Conditions, the Privacy Policy, Refund Policy and all other Platform Policies; and
the Customer voluntarily enters into this legally binding Agreement through electronic acceptance or continued use of the Platform.
CUSTOMER TERMS & CONDITIONS
These Customer Terms & Conditions ("Agreement") constitute a legally binding agreement between ZEBENTO, a Limited Liability Partnership incorporated under the Limited Liability Partnership Act, 2008, having its Registered & Head Office at:
128/A P No. 3 Paiki 11 & 12, Kadadi Chal Back Side, North Solapur, Solapur – 413001, Maharashtra, India
(hereinafter referred to as the "Platform", which expression shall, unless repugnant to the context or meaning thereof, include its successors, permitted assigns and affiliates);
AND
Every individual who accesses, browses, registers, creates an account, places an Order, makes a payment or otherwise uses the Platform in any manner (hereinafter referred to as the "Customer", which expression shall, unless repugnant to the context or meaning thereof, include such person's legal representatives, heirs, executors, administrators and permitted assigns, wherever applicable).
The Platform owns and operates a technology-enabled website and mobile application that enables Customers to discover, browse, compare and purchase food products and related services offered by independent food service providers registered on the Platform.
The Platform operates solely as an intermediary technology marketplace and facilitates communication, order management, payment facilitation and related technology services between Customers and independent Providers.
The Platform does not, merely by operating the Platform, become the seller, manufacturer, preparer, owner or supplier of the food products offered by independent Providers unless such responsibility is expressly imposed under Applicable Law.
By creating a Customer Account, accessing the Platform, browsing the Platform, placing an Order, making a payment, clicking "I Agree", "Accept", "Continue", "Proceed", "Place Order" or any similar electronic acceptance mechanism, or by otherwise continuing to access or use the Platform, the Customer acknowledges that he/she has carefully read, understood and agrees to be legally bound by this Agreement together with the Privacy Policy, Refund Policy, Cookie Policy, Community Guidelines and all other Platform Policies incorporated herein by reference.
If the Customer does not agree with any provision of this Agreement, the Customer must immediately discontinue access to and use of the Platform and must not place any Order through the Platform.
This Agreement shall become effective from the date on which the Customer first accesses or uses the Platform ("Effective Date") and shall remain in force until the Customer permanently ceases using the Platform, subject to those provisions that by their nature are intended to survive termination.
DEFINITIONS
Unless the context otherwise requires, the following terms shall have the meanings assigned below:
Platform means the website, mobile application, software systems, technology infrastructure and related services owned and operated by ZEBENTO.
Customer means any individual who accesses or uses the Platform for browsing, ordering or purchasing food products or related services.
Provider means any Home Chef, Home Kitchen, Home Meal Service Provider, Mess Operator, Cloud Kitchen, Restaurant, Café, Bakery, Caterer or any other independent food business registered on the Platform.
Order means a request placed by a Customer through the Platform for purchasing food products or related services from a Provider.
Customer Account means the registered account created by a Customer to access the services available on the Platform.
Platform Services means the technology, communication, payment facilitation and related services provided by the Platform.
Content means menus, photographs, logos, trademarks, ratings, reviews, descriptions, prices, videos, text, graphics and all other information displayed on or uploaded to the Platform.
Applicable Law means all applicable laws, statutes, rules, regulations, notifications, governmental directions and judicial decisions in force from time to time in the Republic of India.
Business Day means any day other than a Saturday, Sunday or a public holiday on which banks are generally open for business in India.
Provider Content means all menus, photographs, business details, prices, food descriptions, promotional material and other information uploaded by a Provider.
Customer Content means ratings, reviews, comments, photographs, suggestions, feedback or any other content uploaded or submitted by a Customer through the Platform.
Electronic Communication means any communication sent through e-mail, SMS, WhatsApp, in-app notifications, push notifications, Platform Dashboard or any other electronic communication channel approved by the Platform.
Force Majeure Event shall have the meaning assigned to it under the Force Majeure Clause of this Agreement.
Privacy Policy, Refund Policy, Cookie Policy, Community Guidelines and all other Platform Policies published by the Platform from time to time shall form an integral part of this Agreement.
Words importing the singular shall include the plural and vice versa. References to one gender shall include all genders. Headings are inserted solely for convenience and shall not affect the interpretation of this Agreement.
NATURE OF RELATIONSHIP
1. Technology Marketplace
The Customer acknowledges and agrees that the Platform operates solely as a technology-enabled marketplace that facilitates interaction between independent food service Providers and Customers through its website, mobile application and related technology services.
The Platform provides technology infrastructure, search and discovery tools, communication facilities, order management systems, payment facilitation, customer support services and other related marketplace services.
Except where expressly required under Applicable Law, the Platform does not itself prepare, manufacture, cook, package, own or sell the food products listed on the Platform.
2. Independent Providers
The Customer acknowledges that every Provider registered on the Platform operates an independent business and offers food products and related services in its own name and at its own responsibility.
Each Provider independently determines, including but not limited to:
menu items;
ingredients;
preparation methods;
prices;
operating hours;
service locations;
delivery availability;
takeaway availability;
dine-in availability; and
other operational decisions relating to its business.
The Platform does not control the day-to-day operations of any Provider except to the limited extent necessary for maintaining Platform quality, regulatory compliance, operational efficiency and Customer safety.
3. Contract of Sale
Upon acceptance of an Order by a Provider, the contract for the sale and supply of food shall be formed directly between the Customer and the respective Provider.
The Platform shall not become a party to the contract for the sale of food merely because it facilitates:
discovery of Providers;
placement of Orders;
electronic communications;
payment collection;
settlement processing;
promotional campaigns; or
customer support.
4. No Agency
Nothing contained in this Agreement shall be interpreted as creating any relationship of:
principal and agent;
employer and employee;
partnership;
joint venture;
franchise;
representative;
fiduciary relationship; or
any other legal relationship,
between the Platform and any Provider.
Similarly, nothing contained in this Agreement creates any agency relationship between the Platform and the Customer.
5. Responsibility for Food
The Customer acknowledges that the respective Provider remains solely responsible for:
preparation of food;
ingredients used;
food quality;
hygiene standards;
food safety;
packaging;
nutritional information;
allergen disclosures;
statutory licences;
compliance with food safety laws; and
lawful supply of food.
The Platform's verification, monitoring, ratings, quality programmes or operational guidelines shall not be interpreted as transferring the Provider's legal responsibilities to the Platform.
6. Platform Services
The Platform may provide one or more of the following services for operational convenience:
online ordering;
payment facilitation;
customer support;
dispute assistance;
promotional campaigns;
loyalty programmes;
digital invoices;
notifications;
reviews and ratings;
technical support; and
other technology-enabled services introduced from time to time.
The provision of such services shall not alter the legal relationship between the Customer and the Provider.
7. Customer Responsibility
The Customer shall exercise independent judgment while selecting a Provider and placing an Order.
The Customer acknowledges that menus, prices, food descriptions, preparation times, dietary information and other business information are primarily provided by the respective Providers.
Customers are encouraged to review Provider information, ratings, reviews and menu descriptions before placing an Order.
8. Compliance with Applicable Law
Nothing contained in this Agreement shall limit or exclude any statutory rights available to the Customer under Applicable Law.
Where any provision of this Agreement is inconsistent with a mandatory provision of Applicable Law, such mandatory legal provision shall prevail only to the extent of such inconsistency, and the remaining provisions of this Agreement shall continue in full force and effect.
ELIGIBILITY, CUSTOMER ACCOUNT REGISTRATION & ACCOUNT SECURITY
1. Eligibility
A person may access or use the Platform only if such person has the legal capacity to enter into a binding contract under the Applicable Law.
By accessing or using the Platform, the Customer represents and warrants that:
the Customer is at least eighteen (18) years of age, or has attained the age of majority under Applicable Law;
the Customer possesses the legal capacity to enter into binding contracts;
the Customer is not prohibited by any Applicable Law from using the Platform;
all information provided to the Platform is true, accurate, complete and current; and
the Customer shall promptly update any information that becomes inaccurate or outdated.
If the Platform discovers that any person is ineligible to use the Platform, the Platform may immediately suspend or terminate such person's access without prior notice.
2. Minors
Persons below the age of eighteen (18) years may access or use the Platform only under the supervision and consent of a parent or lawful guardian.
The parent or guardian shall be solely responsible for:
all activities carried out through the minor's use of the Platform;
compliance with these Customer Terms & Conditions;
payments made through the Platform; and
ensuring that the minor uses the Platform responsibly and lawfully.
The Platform reserves the right to refuse registration or suspend any account where it reasonably believes that the account is being operated in violation of this Clause.
3. Customer Registration
To access certain features of the Platform, the Customer may be required to create a Customer Account.
During registration, the Customer may be required to provide information including, without limitation:
full name;
mobile number;
email address;
delivery address;
billing information;
location details;
profile information; and
such other information as the Platform may reasonably require.
The Customer agrees to provide only accurate, complete and truthful information.
The Platform reserves the right to verify the information provided by the Customer through OTP verification, electronic verification or any other lawful verification mechanism.
4. One Account Policy
Unless expressly permitted by the Platform in writing, each Customer shall maintain only one active Customer Account.
The Platform may merge, suspend or permanently deactivate duplicate or fraudulent accounts at its sole discretion.
Creation of multiple accounts for obtaining unfair promotional benefits, discounts, referral rewards or any other improper advantage shall constitute a material breach of this Agreement.
5. Account Credentials
The Customer shall maintain the confidentiality of:
login credentials;
passwords;
OTPs;
verification codes;
authentication tokens; and
all other account security information.
The Customer shall not disclose such credentials to any third party.
The Platform shall not be responsible for any loss arising from the Customer's failure to maintain the confidentiality of account credentials.
6. Unauthorized Access
The Customer shall immediately notify the Platform if the Customer becomes aware of:
unauthorized access to the Customer Account;
unauthorized use of login credentials;
suspected fraud;
identity theft;
security breaches; or
any suspicious activity relating to the Customer Account.
Pending investigation, the Platform may temporarily suspend the affected account to protect the Customer and the integrity of the Platform.
7. Accuracy of Information
The Customer shall ensure that all information maintained in the Customer Account remains accurate and up to date.
The Platform shall not be liable for any loss, failed delivery, communication failure or payment issue arising from inaccurate, incomplete or outdated information provided by the Customer.
8. Verification Rights
The Platform may, at any time, require additional verification or supporting documentation where reasonably necessary to:
comply with Applicable Law;
investigate fraud;
prevent misuse of the Platform;
protect Customers or Providers;
comply with regulatory requirements; or
maintain the integrity of the Platform.
Failure to complete such verification within the prescribed time may result in temporary suspension or permanent termination of the Customer Account.
9. Account Suspension and Termination
The Platform may suspend, restrict or permanently terminate a Customer Account if the Customer:
provides false or misleading information;
violates these Customer Terms & Conditions;
engages in fraudulent or unlawful activity;
abuses Providers, delivery personnel or Platform representatives;
manipulates ratings, reviews or promotional programmes;
interferes with the operation or security of the Platform;
repeatedly places fake, abusive or malicious Orders; or
otherwise acts in a manner that may adversely affect the Platform, Providers or other Customers.
Where reasonably practicable, the Platform may notify the Customer of such suspension or termination. However, prior notice shall not be required where immediate action is necessary to prevent fraud, protect users, comply with Applicable Law or safeguard the Platform.
10. Voluntary Closure of Account
A Customer may request closure of the Customer Account at any time by following the procedure prescribed by the Platform.
Closure of the Customer Account shall not affect:
Orders already placed;
outstanding payment obligations;
refund processes already initiated;
pending disputes or investigations;
statutory obligations; or
any rights or liabilities that accrued prior to account closure.
Certain information may continue to be retained by the Platform where required under Applicable Law, regulatory requirements or the Platform's Privacy Policy.
11. Survival
The suspension, deactivation or termination of a Customer Account shall not affect any provision of this Agreement which, by its nature, is intended to survive, including provisions relating to payment obligations, intellectual property, indemnity, limitation of liability, dispute resolution, confidentiality, governing law and any accrued rights or remedies.
Subject to continuous compliance with these Customer Terms & Conditions, the Platform grants the Customer a limited, personal, non-exclusive, non-transferable, non-sublicensable and revocable licence to access and use the Platform solely for lawful personal and non-commercial purposes.
This licence does not transfer any ownership rights in the Platform, its software, technology, intellectual property or any related materials.
The Customer may use the Platform solely for the purpose of:
discovering Providers;
browsing menus and food listings;
placing genuine Orders;
making lawful payments;
tracking Orders;
communicating with Providers through authorised Platform features;
submitting genuine ratings and reviews;
availing promotional offers in accordance with their applicable terms; and
accessing any other features expressly made available by the Platform.
The Customer shall use the Platform responsibly, honestly and in accordance with Applicable Law.
The Customer shall not, directly or indirectly, engage in any activity that may interfere with the proper functioning, security, integrity or reputation of the Platform.
Without limitation, the Customer shall not:
place fake or fraudulent Orders;
intentionally refuse delivery after confirmation without a valid reason;
misuse Cash on Delivery facilities, where available;
use stolen, unauthorised or fraudulent payment instruments;
impersonate another individual or organisation;
create fake identities;
provide false information during registration or while placing Orders;
manipulate referral programmes, promotional offers or loyalty programmes.
The Customer shall not:
abuse, threaten, intimidate or harass any Provider;
abuse, threaten or harass delivery personnel;
abuse or threaten Platform employees or representatives;
use offensive, obscene, defamatory, discriminatory or hateful language;
engage in conduct that creates an unsafe environment for any user.
The Customer shall not:
hack or attempt to hack the Platform;
gain unauthorised access to any system;
introduce viruses, malware or malicious code;
interfere with Platform security;
reverse engineer, decompile or disassemble the Platform;
scrape, copy or extract Platform data using automated tools;
use bots, scripts or automated software without prior written authorisation;
overload or disrupt Platform servers or networks.
The Customer shall not:
copy the Platform's design;
reproduce menus without authorisation;
use Platform trademarks without written consent;
reproduce logos, graphics or copyrighted material;
create derivative works based upon Platform content.
Unless expressly authorised by the Platform, the Customer shall not:
use the Platform for commercial resale;
purchase food for unauthorised commercial redistribution;
operate competing marketplace services through the Platform;
advertise third-party businesses;
solicit Providers outside the Platform for the purpose of avoiding Platform fees or commissions.
The Customer shall not:
post fake reviews;
purchase or sell reviews;
submit reviews unrelated to an actual Order;
upload misleading photographs;
threaten Providers to obtain refunds or discounts;
manipulate Provider ratings.
Reviews must honestly reflect the Customer's genuine experience.
The Customer shall not use the Platform for:
any unlawful purpose;
money laundering;
terrorist financing;
fraudulent transactions;
identity theft;
cybercrime;
harassment;
infringement of intellectual property rights; or
any activity prohibited under Applicable Law.
Where communication facilities are provided, the Customer agrees to communicate respectfully and lawfully.
The Customer shall not transmit:
abusive content;
threatening messages;
spam;
misleading information;
malicious software;
confidential information belonging to another person;
unlawful or offensive material.
The Platform reserves the right to monitor, moderate, restrict or remove communications where reasonably necessary to comply with Applicable Law, investigate complaints, maintain Platform integrity or protect users.
The Platform may establish reasonable limits on:
promotional offers;
referral programmes;
coupons;
reward points;
order frequency;
refund requests;
account creation; and
other Platform features.
Repeated abuse or manipulation of such features may result in suspension or termination of the Customer Account.
The Customer shall comply with:
all Applicable Laws;
these Customer Terms & Conditions;
Privacy Policy;
Refund Policy;
Community Guidelines;
Platform Policies; and
any reasonable operational instructions issued by the Platform from time to time.
To the extent permitted under Applicable Law, the Platform may monitor Platform usage for purposes including:
fraud prevention;
cybersecurity;
service improvement;
dispute resolution;
regulatory compliance;
investigation of complaints; and
protection of Customers, Providers and the Platform.
Such monitoring shall be carried out in accordance with the Platform's Privacy Policy and Applicable Law.
Where the Platform reasonably believes that a Customer has violated this Agreement, the Platform may, without prejudice to any other rights available under Applicable Law:
issue a warning;
temporarily suspend access to the Platform;
permanently terminate the Customer Account;
cancel or refuse Orders;
restrict access to promotional programmes;
recover losses suffered by the Platform;
report unlawful activities to the appropriate authorities; and
initiate civil or criminal proceedings where appropriate.
The exercise of any such rights shall not limit any other remedy available to the Platform under this Agreement or Applicable Law.
The Platform reserves all rights not expressly granted under this Agreement. Nothing contained herein shall be construed as granting the Customer any ownership or proprietary interest in the Platform, its technology, software, trademarks, databases, business methods or intellectual property.
ORDERS, ORDER ACCEPTANCE & ORDER FULFILMENT
1. Placing an Order
The Customer may place an Order through the Platform by selecting food products or related services offered by a Provider and completing the checkout process in accordance with the procedures prescribed by the Platform.
Before submitting an Order, the Customer shall carefully review:
selected food items;
quantities;
prices;
applicable taxes;
delivery charges;
packaging charges;
convenience fees, if any;
promotional discounts;
delivery address;
contact details; and
payment method.
Submission of an Order shall constitute an offer by the Customer to purchase the selected food products from the respective Provider.
2. Order Confirmation
After an Order is successfully submitted, the Platform may generate an electronic acknowledgement confirming receipt of the Order.
Such acknowledgement shall merely confirm that the Platform has received the Order request and shall not constitute acceptance of the Order by the Provider.
An Order shall remain subject to review, availability and acceptance by the respective Provider.
3. Order Acceptance
The Provider shall have the right to accept or reject any Order based upon factors including, without limitation:
availability of food items;
operating hours;
delivery feasibility;
service area restrictions;
stock availability;
technical issues;
force majeure events;
suspected fraud;
regulatory restrictions; or
any other legitimate operational reason.
A legally binding contract for the sale and supply of food shall be formed only upon acceptance of the Order by the Provider.
4. Rejected Orders
If an Order is rejected before acceptance:
the Customer shall be notified through the Platform, wherever reasonably practicable;
no obligation shall arise on the Provider to prepare or supply the food; and
any eligible prepaid amount received shall be processed in accordance with the applicable Refund Policy and payment partner timelines.
The Platform shall not be liable merely because a Provider declines an Order.
5. Availability of Food Items
Food items displayed on the Platform are subject to availability.
The Platform does not guarantee that every listed item will remain available at all times.
A Provider may remove, suspend or modify menu items without prior notice.
6. Pricing
Unless otherwise expressly stated:
prices are determined by the respective Provider;
applicable taxes shall be charged in accordance with Applicable Law;
delivery charges, packaging charges, convenience fees or other applicable charges may be displayed separately;
promotional discounts shall be applied only where the applicable eligibility conditions are satisfied.
The total amount payable shall be displayed before the Customer confirms the Order.
7. Modification of Orders
Once an Order has been accepted by the Provider, modification may not be possible due to the commencement of food preparation.
The Platform may, at its discretion and subject to operational feasibility, permit limited modifications before acceptance of the Order.
No modification shall be guaranteed.
8. Cancellation by Customer
The Customer may request cancellation of an Order in accordance with the Platform's Refund and Cancellation Policy.
Cancellation requests submitted after the Provider has accepted the Order or commenced preparation may be declined or may attract cancellation charges where permitted under Applicable Law and disclosed in the applicable policy.
9. Cancellation by Provider
A Provider may cancel an accepted Order where reasonably necessary due to circumstances including:
non-availability of ingredients;
equipment failure;
inability to fulfil the Order;
health or safety concerns;
force majeure events;
regulatory restrictions; or
other genuine operational circumstances.
Where an accepted prepaid Order is cancelled by the Provider, the Customer shall be entitled to the refund, if any, in accordance with the applicable Refund Policy.
10. Cancellation by the Platform
The Platform reserves the right to cancel or suspend any Order where reasonably necessary, including where:
fraudulent activity is suspected;
payment cannot be successfully processed;
there is a material technical failure;
continuation of the Order may violate Applicable Law;
customer or Provider safety may be compromised;
duplicate Orders are detected;
incorrect pricing resulting from an obvious technical error is identified; or
compliance with a lawful direction of a governmental authority requires such cancellation.
Where appropriate, eligible refunds shall be processed in accordance with the Refund Policy.
11. Estimated Preparation & Delivery Time
Any preparation time, pickup time or estimated delivery time displayed on the Platform is an estimate only.
Actual timelines may vary depending upon:
Provider workload;
traffic conditions;
weather;
public holidays;
festivals;
order volume;
operational disruptions;
delivery partner availability; or
other unforeseen circumstances.
Except where required under Applicable Law, delay alone shall not entitle the Customer to compensation.
12. Delivery, Takeaway & Dine-In Orders
Depending upon the services offered by the respective Provider, Orders may be fulfilled through:
home delivery;
self-pickup (takeaway); or
dine-in reservation or service, where available.
Additional operational terms may apply to each mode of fulfilment and shall form part of this Agreement.
13. Customer's Duty Upon Delivery
The Customer shall:
remain reasonably available to receive the Order;
provide accurate delivery information;
cooperate with delivery personnel, where applicable;
inspect the Order promptly upon receipt; and
report any material issue through the Platform within the period prescribed under the applicable Platform Policies.
Failure to accept delivery without a valid reason may result in cancellation charges, restrictions on future Orders or other action permitted under this Agreement.
14. Risk and Responsibility
For takeaway Orders, responsibility for the food shall generally pass to the Customer upon collection from the Provider.
For delivery Orders, responsibility shall ordinarily pass upon successful delivery to the Customer or to a person authorised by the Customer to receive the Order, subject to Applicable Law.
Nothing in this Clause shall affect any statutory rights available to the Customer.
15. Order Records
The Platform may maintain electronic records relating to Orders, including:
Order details;
invoices;
payment records;
delivery status;
communications;
support interactions; and
refund records.
Such electronic records may be relied upon as evidence to the extent permitted under Applicable Law.
16. Finality of Electronic Records
Electronic confirmations, timestamps, transaction logs and Order records maintained by the Platform shall, unless proven otherwise, constitute prima facie evidence of the relevant transaction or activity.
PAYMENT TERMS, BILLING, TAXES & REFUNDS
1. Payment Methods
The Platform may permit the Customer to make payments through one or more payment methods made available from time to time, including but not limited to:
UPI;
credit cards;
debit cards;
net banking;
digital wallets;
payment gateways;
cash on delivery, where available;
gift cards or promotional credits, where applicable; and
any other payment method introduced by the Platform.
The availability of any payment method shall be subject to operational feasibility, applicable law and the policies of the respective payment service provider.
2. Payment Authorisation
By submitting payment through the Platform, the Customer:
authorises the Platform and its authorised payment partners to process the transaction;
confirms that the Customer is legally entitled to use the selected payment instrument;
authorises debit of the applicable amount from the selected payment method; and
confirms that sufficient funds or credit are available for completing the transaction.
The Customer shall remain solely responsible for all payment obligations arising from Orders placed through the Customer Account.
3. Payment Processing
Payments made through the Platform may be processed by independent payment gateway providers, banks or other authorised financial institutions.
The Platform does not itself provide banking or payment processing services.
The Customer acknowledges that payment transactions may be subject to the terms, conditions and security procedures of the respective payment service providers.
4. Order Amount
The total amount payable for an Order may include, as applicable:
the price of food items;
Goods and Services Tax (GST) or any other applicable taxes;
delivery charges;
packaging charges;
convenience fees;
platform service fees, where applicable;
surge or peak-time charges, where disclosed;
tips voluntarily paid by the Customer;
other applicable charges expressly displayed before Order confirmation.
The Customer shall have the opportunity to review the complete Order value before confirming payment.
5. Pricing Errors
While the Platform endeavours to ensure pricing accuracy, inadvertent pricing, calculation or technical errors may occasionally occur.
Where an obvious pricing error materially affects an Order, the Platform or the Provider may:
cancel the affected Order;
request confirmation before processing the Order; or
issue an appropriate refund, where applicable.
Nothing in this Clause shall prejudice any mandatory rights available to the Customer under Applicable Law.
6. Taxes
Applicable taxes shall be charged in accordance with the prevailing tax laws of India.
Where required by law:
GST shall be charged at the applicable rate;
tax invoices may be generated electronically;
the Customer agrees to provide any information reasonably required for issuing valid tax documentation.
The Platform reserves the right to revise taxes where required due to changes in Applicable Law.
7. Failed Payment Transactions
If a payment transaction:
fails;
is declined;
is reversed;
remains pending;
is interrupted; or
cannot be verified,
the Platform may:
keep the Order pending;
cancel the Order;
require an alternative payment method;
temporarily suspend Order processing; or
take any other reasonable operational action.
The Platform shall not be responsible for delays caused by banks, payment gateways or financial institutions.
8. Refunds
Refunds, where applicable, shall be processed strictly in accordance with the Platform's Refund & Cancellation Policy.
Refund eligibility shall depend upon factors including:
cancellation stage;
reason for cancellation;
Order status;
Provider confirmation;
payment method;
Applicable Law; and
any other circumstances specified in the Refund Policy.
Refunds shall ordinarily be initiated to the original payment method unless otherwise required by Applicable Law or operational necessity.
9. Refund Timelines
The Platform shall endeavour to initiate eligible refunds within a reasonable period after approval.
Actual credit of refunded amounts shall depend upon:
banking systems;
card networks;
payment gateway processing;
UPI service providers;
financial institutions; and
other third-party payment intermediaries.
The Platform shall not be liable for delays attributable solely to such third parties.
10. Chargebacks and Payment Disputes
Where the Customer initiates a chargeback, payment reversal or payment dispute through a bank or payment service provider, the Platform reserves the right to:
temporarily suspend the Customer Account;
investigate the disputed transaction;
request supporting information from the Customer;
recover any amount lawfully due;
withhold promotional benefits during the investigation; and
take such further action as may be permitted under Applicable Law.
Fraudulent or abusive chargebacks may result in permanent suspension of the Customer Account and recovery proceedings.
11. Promotional Credits, Coupons and Reward Benefits
From time to time, the Platform may offer:
promotional discounts;
coupon codes;
referral rewards;
loyalty points;
cashback offers;
wallet credits; or
similar promotional benefits.
Unless expressly stated otherwise:
such benefits shall have no cash value;
they shall be non-transferable;
they may be subject to expiry;
they may be withdrawn, modified or discontinued at any time;
misuse or fraudulent use may result in forfeiture.
The Platform reserves the right to refuse any promotional benefit obtained through fraud, technical manipulation or misuse.
12. Tips
Where the Platform permits Customers to voluntarily provide tips:
payment of tips shall be entirely optional;
the Customer shall determine the amount voluntarily;
tips shall not constitute mandatory service charges;
tips, once successfully processed, may not be refundable except where required under Applicable Law.
13. Outstanding Amounts
If any amount remains lawfully payable by the Customer, the Platform may, to the extent permitted under Applicable Law:
recover such amount through available payment methods;
adjust eligible credits or refunds;
restrict future Orders until payment is received; or
initiate lawful recovery proceedings.
14. Electronic Receipts and Invoices
Electronic invoices, receipts, payment confirmations and transaction records generated by the Platform shall constitute valid records of payment, subject to Applicable Law.
The Customer is responsible for reviewing such records and promptly notifying the Platform of any apparent discrepancy.
15. Reservation of Financial Rights
The Platform reserves the right to:
introduce new payment methods;
discontinue existing payment methods;
revise convenience fees or Platform service fees;
implement fraud-prevention measures;
impose transaction limits;
comply with lawful directions issued by regulators, banks or governmental authorities.
Any such changes shall be implemented in accordance with Applicable Law and, where appropriate, communicated through the Platform.
DELIVERY, TAKEAWAY & DINE-IN SERVICES
1. General
The Platform enables Customers to place Orders through one or more fulfilment methods made available by the respective Provider, including:
home delivery;
self-pickup (takeaway);
dine-in services; or
any other fulfilment method introduced by the Platform from time to time.
The availability of any fulfilment method shall depend upon the respective Provider's operational capabilities and service area.
2. Delivery Services
Where home delivery is offered, the Customer shall provide:
an accurate delivery address;
a valid mobile number;
any necessary location instructions;
building or apartment details, where applicable; and
any other information reasonably required for successful delivery.
The Customer shall ensure that the delivery location is safe, accessible and legally permissible for delivery.
3. Delivery Area
Delivery services shall only be available within the service area determined by the respective Provider or delivery partner.
The Platform reserves the right to:
restrict delivery to certain locations;
revise serviceable areas;
refuse delivery to unsafe or restricted locations; or
discontinue delivery services for operational or legal reasons.
4. Estimated Delivery Time
Any delivery time displayed on the Platform is an estimate only and is provided for the Customer's convenience.
Actual delivery time may vary due to factors including:
traffic conditions;
weather conditions;
festivals or public holidays;
order volume;
Provider preparation time;
road closures;
vehicle breakdowns;
regulatory restrictions;
Force Majeure Events; or
other operational circumstances beyond reasonable control.
Estimated delivery times shall not constitute a guaranteed delivery commitment.
5. Customer Availability
The Customer shall remain reasonably available to receive the Order at the delivery location.
The Customer shall:
answer calls or messages from the delivery personnel, where applicable;
cooperate in locating the delivery address;
promptly receive the Order upon arrival; and
ensure that an authorised recipient is available if the Customer is unavailable.
Failure to cooperate may result in delayed or failed delivery.
6. Delivery Verification
The Platform or the delivery partner may require reasonable verification before handing over the Order, including:
One-Time Password (OTP);
order confirmation number;
digital confirmation through the Platform;
identity confirmation, where reasonably necessary; or
any other lawful verification mechanism introduced by the Platform.
The Customer shall cooperate with such verification procedures.
7. Failed Delivery
Delivery may be considered unsuccessful where:
the Customer is unavailable;
the delivery address is incorrect or incomplete;
access to the premises is denied;
repeated attempts to contact the Customer fail;
the Customer refuses to accept the Order without a valid reason; or
delivery becomes impossible due to circumstances beyond reasonable control.
In such cases, the Platform or the Provider may:
cancel the Order;
dispose of perishable food in accordance with applicable safety requirements;
recover applicable charges where permitted under Applicable Law; or
restrict future Cash on Delivery facilities or other Platform privileges.
8. Inspection Upon Delivery
The Customer is encouraged to inspect the Order promptly upon receipt.
If the Customer identifies any material issue relating to:
missing items;
incorrect items;
damaged packaging;
visible spillage; or
any other apparent defect,
the Customer should report the issue through the Platform within the time prescribed under the applicable Refund & Cancellation Policy.
Nothing in this Clause limits any statutory rights available to the Customer.
9. Transfer of Responsibility
For delivery Orders, responsibility for the Order shall ordinarily pass to the Customer upon successful delivery to:
the Customer;
a family member;
an employee;
a security representative;
a receptionist; or
any other person reasonably authorised by the Customer to receive the Order.
For self-pickup Orders, responsibility shall ordinarily pass upon collection of the Order by the Customer or the Customer's authorised representative.
This Clause shall not affect any mandatory rights available under Applicable Law.
10. Self-Pickup (Takeaway)
Where self-pickup is selected:
the Customer shall collect the Order from the Provider within the applicable pickup period;
the Customer shall produce any required Order confirmation or verification code;
failure to collect the Order within a reasonable period may result in cancellation or disposal of perishable food;
refund eligibility, if any, shall be governed by the Refund & Cancellation Policy.
The Platform shall not be responsible for delays caused by the Customer in collecting the Order.
11. Dine-In Services
Where a Provider offers dine-in services through the Platform:
reservations shall remain subject to availability;
seating arrangements shall be determined by the Provider;
waiting periods may vary;
additional Provider-specific terms may apply;
the Customer shall comply with the Provider's reasonable house rules.
The Platform does not guarantee immediate seating or uninterrupted dine-in availability.
12. Food Handling After Delivery
The Customer acknowledges that food quality may deteriorate if food is:
stored improperly;
consumed after prolonged delay;
reheated incorrectly;
transported after delivery by the Customer; or
handled contrary to the Provider's instructions.
The Platform shall not be responsible for deterioration occurring after successful delivery or pickup.
13. Delivery Personnel
Where delivery services are provided through delivery personnel, the Customer shall:
treat delivery personnel respectfully;
avoid abusive, threatening or discriminatory behaviour;
avoid unsafe or unlawful conduct;
not demand actions beyond the agreed delivery service; and
comply with reasonable safety instructions.
Any misconduct toward delivery personnel may result in suspension or termination of the Customer Account.
14. Delivery Restrictions
The Platform or the Provider may refuse delivery where reasonably necessary due to:
safety concerns;
unlawful requests;
inaccessible locations;
natural disasters;
public emergencies;
governmental restrictions;
security risks; or
other legitimate operational reasons.
15. Force Majeure
Neither the Platform nor the Provider shall be liable for delays or failures in delivery resulting from events beyond their reasonable control, including Force Majeure Events described elsewhere in this Agreement.
Reasonable efforts shall be made to minimise disruption where practicable.
16. Reservation of Rights
The Platform reserves the right to:
introduce delivery verification procedures;
revise delivery policies;
appoint or replace delivery partners;
establish delivery eligibility criteria;
introduce express or scheduled delivery services;
modify delivery charges; and
implement operational changes reasonably necessary for improving service quality or complying with Applicable Law.
FOOD QUALITY, ALLERGIES, CUSTOMER HEALTH & SAFETY
1. Independent Responsibility of the Provider
The Customer acknowledges that each Provider independently prepares, cooks, packages and supplies the food products offered through the Platform.
Accordingly, the respective Provider shall remain solely responsible for:
food preparation;
ingredients used;
recipe formulation;
nutritional information, where provided;
food quality;
hygiene standards;
food safety;
packaging;
storage prior to dispatch;
statutory licences and registrations; and
compliance with all applicable food safety laws and regulations.
The Platform's role is limited to providing technology-enabled marketplace services and shall not, by itself, transfer the Provider's legal responsibilities to the Platform.
2. Food Descriptions
Food descriptions, photographs, ingredient lists, nutritional information, preparation methods and menu details displayed on the Platform are primarily provided by the respective Provider.
While the Platform may perform reasonable moderation for operational purposes, the Platform does not warrant that every description, photograph or nutritional detail is complete, error-free or suitable for every Customer.
Minor variations in:
appearance;
colour;
portion size;
presentation;
garnishing; or
packaging,
may naturally occur and shall not, by themselves, constitute a defect.
3. Allergies and Dietary Requirements
The Customer shall be solely responsible for reviewing the available menu information before placing an Order.
If the Customer has any:
food allergy;
dietary restriction;
medical condition;
food intolerance;
religious dietary requirement; or
special nutritional requirement,
the Customer is strongly encouraged to contact the Provider through the authorised Platform communication channels, where available, before placing the Order.
The Customer shall not rely solely upon menu names, photographs or general food descriptions for determining the suitability of any food item.
4. Cross-Contamination
The Customer acknowledges that many Providers prepare multiple food items within the same kitchen or food preparation area.
Accordingly, despite reasonable precautions, food may come into contact with allergens including, without limitation:
milk;
eggs;
peanuts;
tree nuts;
soy;
wheat;
gluten;
sesame;
seafood;
shellfish; or
other allergenic ingredients.
The Platform does not guarantee that any food item is completely free from allergens unless expressly certified by the respective Provider.
5. Nutritional Information
Any nutritional information displayed on the Platform is provided for general informational purposes only.
Such information:
may be estimated;
may vary due to ingredients or preparation methods;
should not be treated as medical advice;
should not replace consultation with a qualified healthcare professional.
The Customer remains responsible for making dietary decisions appropriate to the Customer's individual health requirements.
6. Consumption Responsibility
The Customer shall consume food responsibly and in accordance with any storage, heating or consumption instructions provided by the Provider.
The Platform shall not be responsible for deterioration of food quality resulting from:
delayed consumption;
improper storage after delivery;
incorrect reheating;
mishandling by the Customer; or
consumption after the recommended period.
7. Food Safety Concerns
If the Customer reasonably believes that food received through the Platform presents a genuine food safety concern, the Customer should:
discontinue consumption immediately;
preserve the food, where reasonably possible;
promptly notify the Platform through the designated support channels;
cooperate with any reasonable investigation; and
seek appropriate medical assistance where necessary.
The Platform may investigate such complaints in cooperation with the respective Provider and, where appropriate, the relevant regulatory authorities.
8. Medical Emergencies
The Platform does not provide medical advice, diagnosis or emergency healthcare services.
If the Customer experiences:
a severe allergic reaction;
food poisoning symptoms;
choking;
breathing difficulty; or
any other medical emergency,
the Customer should immediately seek assistance from the nearest qualified medical practitioner or emergency services.
Nothing contained in this Agreement shall delay or discourage the Customer from obtaining immediate medical attention.
9. Packaging and Seals
The Customer is encouraged to examine the packaging of the Order upon receipt.
Where food is expected to be delivered in sealed or tamper-evident packaging, the Customer should notify the Platform promptly if the packaging appears materially damaged, opened or tampered with before consumption.
Reasonable packaging variations that do not affect food safety shall not, by themselves, constitute a defect.
10. Customer Cooperation
The Customer agrees to:
provide accurate dietary preferences where requested;
review available menu information;
consume food responsibly;
promptly report genuine food safety concerns;
cooperate with any reasonable investigation relating to food complaints.
False or malicious food safety complaints intended to obtain refunds or other benefits may result in action under this Agreement.
11. Platform's Limited Role
The Customer expressly acknowledges that the Platform:
does not prepare food;
does not supervise day-to-day cooking activities;
does not control the ingredients selected by Providers;
does not guarantee that every food item will meet the personal dietary preferences of every Customer; and
cannot independently verify every ingredient or preparation process for every Order.
The Platform may, however, establish operational standards, conduct compliance reviews, or require Providers to maintain statutory licences and certifications. Such measures are intended to improve marketplace quality and shall not be construed as transferring the Provider's primary legal responsibilities to the Platform.
12. Preservation of Statutory Rights
Nothing contained in this Chapter shall exclude, restrict or limit any mandatory rights or remedies available to the Customer under Applicable Law, including consumer protection and food safety legislation.
The provisions of this Chapter shall be interpreted in a manner consistent with such mandatory legal rights.
RATINGS, REVIEWS, USER-GENERATED CONTENT & FEEDBACK
1. General
The Platform may permit Customers to submit:
ratings;
reviews;
comments;
feedback;
photographs;
videos;
suggestions; and
other user-generated content ("Customer Content")
in relation to Providers, Orders, food products, delivery experiences or the Platform.
Submission of Customer Content is voluntary unless otherwise required for a specific Platform feature.
2. Genuine Reviews
The Customer agrees that every rating or review submitted through the Platform shall:
be based upon the Customer's actual experience;
relate to a genuine Order placed through the Platform;
be honest, accurate and made in good faith;
comply with Applicable Law; and
not be misleading or deceptive.
The Customer shall not submit reviews for Orders that were never completed or for experiences that did not occur.
3. Prohibited Content
The Customer shall not upload, publish, transmit or otherwise submit any Customer Content that:
is false, misleading or fraudulent;
is defamatory or libellous;
contains abusive, threatening or intimidating language;
promotes hatred, discrimination or violence;
contains obscene, vulgar or offensive material;
infringes any copyright, trademark or other intellectual property rights;
discloses confidential information of another person;
violates any person's privacy rights;
contains personal information of third parties without lawful authority;
promotes unlawful activities;
contains malware, viruses or harmful software;
advertises third-party products or services without authorisation; or
otherwise violates Applicable Law or this Agreement.
4. Fake Reviews
The Customer shall not:
submit fabricated reviews;
purchase or sell reviews;
create multiple accounts for influencing ratings;
offer or accept consideration in exchange for positive or negative reviews;
coordinate review manipulation;
submit reviews on behalf of another person; or
engage in any activity intended to artificially influence Provider ratings.
The Platform may investigate suspected review manipulation and take appropriate action.
5. Photographs and Videos
Where the Platform permits Customers to upload photographs or videos, the Customer represents and warrants that:
the Customer owns or has the lawful right to upload such content;
the content does not infringe any third-party rights;
the content accurately represents the relevant Order or experience; and
the content complies with this Agreement.
The Customer shall not upload images or videos containing unlawful, offensive or inappropriate material.
6. Licence Granted to the Platform
By submitting Customer Content through the Platform, the Customer grants ZEBENTO a worldwide, non-exclusive, royalty-free, transferable, sublicensable licence, to the extent permitted by Applicable Law, to:
host;
store;
reproduce;
publish;
display;
distribute;
translate;
adapt;
moderate;
use for customer support;
use for dispute resolution;
use for quality assurance;
use for service improvement; and
use for promotional, educational or marketing purposes,
provided that such use complies with Applicable Law and the Platform's Privacy Policy.
The Customer retains ownership of the original Customer Content, subject to the licence granted under this Clause.
7. Moderation Rights
The Platform reserves the right, but not the obligation, to:
review Customer Content;
moderate Customer Content;
edit formatting;
remove duplicate submissions;
refuse publication;
temporarily hide content;
permanently remove content; or
suspend accounts responsible for repeated violations,
where reasonably necessary to:
comply with Applicable Law;
investigate complaints;
protect Customers or Providers;
maintain Platform integrity;
prevent abuse; or
enforce this Agreement.
The Platform shall not be required to publish every review submitted by a Customer.
8. No Obligation to Monitor
Although the Platform may moderate Customer Content, it is not under a continuous obligation to monitor every review, photograph or submission made by Customers.
Failure to remove any particular content immediately shall not be interpreted as approval or endorsement of such content.
9. Feedback and Suggestions
The Platform welcomes suggestions regarding:
new features;
improvements;
customer experience;
Provider services;
technical enhancements; and
operational processes.
Unless otherwise agreed in writing, any suggestion, recommendation or idea voluntarily submitted by the Customer may be used by the Platform without any obligation to provide compensation, royalty or attribution, to the extent permitted under Applicable Law.
10. Provider Responses
The Platform may permit Providers to respond to Customer reviews.
Such responses shall remain subject to Platform moderation and shall comply with Applicable Law and the applicable Platform Policies.
The Platform may remove Provider responses that violate applicable policies or legal requirements.
11. Investigation of Complaints
Where Customer Content becomes the subject of a complaint or dispute, the Platform may:
temporarily restrict public visibility;
request additional information from the Customer;
seek clarification from the Provider;
conduct an internal review;
cooperate with competent authorities where required by law; and
take such further action as reasonably necessary to resolve the matter.
The Customer agrees to cooperate with any reasonable investigation relating to Customer Content submitted through the Platform.
12. Preservation of Rights
Nothing contained in this Chapter shall:
prevent the Customer from expressing genuine opinions in good faith;
restrict any mandatory rights available under Applicable Law; or
prevent the Platform from complying with lawful orders issued by competent authorities.
The provisions of this Chapter shall be interpreted consistently with the Customer's legal rights and the Platform's obligations under Applicable Law.
INTELLECTUAL PROPERTY RIGHTS
1. Ownership
The Customer acknowledges and agrees that all intellectual property rights in and relating to the Platform are and shall remain the exclusive property of ZEBENTO, its licensors or other lawful rights holders.
Without limitation, such intellectual property includes:
the name ZEBENTO;
trademarks;
service marks;
logos;
trade names;
domain names;
software;
source code;
object code;
mobile applications;
website design;
user interface (UI);
user experience (UX);
databases;
graphics;
icons;
text;
audio;
video;
compilations;
layouts;
business methods;
algorithms; and
all other proprietary materials associated with the Platform.
Nothing contained in this Agreement shall transfer ownership of any intellectual property rights to the Customer.
2. Limited Licence
Subject to continuous compliance with this Agreement, the Platform grants the Customer a limited, revocable, non-exclusive, non-transferable and non-sublicensable licence to access and use the Platform solely for personal, lawful and non-commercial purposes.
This licence does not permit the Customer to exploit any intellectual property of the Platform beyond the ordinary use of its services.
3. Restrictions
Except where expressly permitted under this Agreement or Applicable Law, the Customer shall not:
copy;
reproduce;
distribute;
modify;
translate;
adapt;
publish;
display;
license;
sell;
assign;
lease;
commercially exploit;
reverse engineer;
decompile;
disassemble; or
create derivative works from,
any part of the Platform or its intellectual property without the prior written consent of ZEBENTO.
4. Platform Content
All content displayed on the Platform, including but not limited to:
text;
photographs;
graphics;
logos;
icons;
layouts;
software;
databases;
menus;
videos;
illustrations; and
other digital materials,
is protected under applicable intellectual property laws.
The Customer shall not download, copy or reproduce such content except to the extent reasonably necessary for personal use of the Platform.
5. Provider Content
Certain content displayed on the Platform, including menus, food descriptions, photographs, trademarks and promotional materials, may belong to independent Providers.
Ownership of such Provider Content shall remain with the respective Provider or the lawful owner.
The Customer shall not reproduce, commercially exploit or otherwise use Provider Content without the permission of the respective rights holder.
6. Customer Content
Ownership of Customer Content submitted through the Platform shall remain with the Customer, subject to the licence granted to the Platform under the Chapter titled "Ratings, Reviews, User-Generated Content & Feedback."
The Customer warrants that any Customer Content uploaded to the Platform does not infringe the intellectual property rights of any third party.
7. Trademark Protection
The trademarks, service marks, trade names, logos and branding associated with ZEBENTO shall not be used by any Customer without the prior written permission of the Platform.
The Customer shall not:
register confusingly similar names;
use confusingly similar logos;
imitate Platform branding;
falsely imply endorsement by the Platform; or
otherwise misuse the Platform's intellectual property.
8. Copyright Compliance
If the Platform receives a bona fide complaint alleging that any content available through the Platform infringes intellectual property rights, the Platform may, where reasonably appropriate:
temporarily remove or disable access to the disputed content;
seek clarification from the concerned parties;
investigate the complaint;
restore content where appropriate; or
comply with lawful directions issued by competent authorities.
Submission of a false intellectual property complaint may result in suspension of the Customer Account and other action permitted under Applicable Law.
9. Data Scraping and Automated Access
The Customer shall not, directly or indirectly:
scrape;
harvest;
extract;
index;
crawl;
mine;
copy databases;
use automated bots;
deploy artificial intelligence tools for unauthorised extraction;
conduct automated queries; or
otherwise collect Platform data,
without the prior written authorisation of the Platform.
This restriction applies whether such activity is conducted manually or through automated means.
10. Reservation of Rights
All intellectual property rights not expressly licensed under this Agreement are expressly reserved by ZEBENTO.
No implied licence, waiver or transfer of intellectual property rights shall arise merely because the Customer accesses or uses the Platform.
11. Improvements and Feedback
Where the Customer voluntarily submits suggestions, recommendations, ideas or feedback relating to the Platform, the Platform may use, implement, modify or incorporate such feedback without any obligation to provide compensation, royalty or attribution, unless otherwise agreed in writing.
Nothing in this Clause shall affect the Customer's ownership of independently created intellectual property that does not incorporate or derive from the Platform's proprietary information.
12. Survival
The provisions of this Chapter relating to intellectual property ownership, licence restrictions, trademark protection, copyright compliance and reservation of rights shall survive the suspension, deactivation or termination of the Customer Account and the termination of this Agreement.
The Platform values the privacy of its Customers and is committed to collecting, processing, storing, using and protecting personal data in accordance with Applicable Law.
The collection and processing of personal data shall be governed by:
these Customer Terms & Conditions;
the Platform's Privacy Policy;
the Digital Personal Data Protection Act, 2023;
the Information Technology Act, 2000; and
any other Applicable Law governing personal data protection and electronic communications.
The Customer is encouraged to read the Privacy Policy carefully before using the Platform.
The Platform may collect information including, but not limited to:
full name;
mobile number;
email address;
delivery address;
billing address;
profile information;
account credentials; and
any other information voluntarily provided by the Customer.
The Platform may collect:
Order history;
payment details (excluding confidential payment credentials);
invoices;
refund records;
promotional usage;
loyalty programme activity; and
customer support records.
The Platform may automatically collect:
IP address;
browser information;
device information;
operating system;
application version;
network information;
crash reports;
usage analytics; and
technical logs.
Where the Customer grants permission, the Platform may collect:
precise location;
approximate location; or
location history,
solely for purposes such as:
identifying nearby Providers;
facilitating delivery;
improving Platform functionality; or
providing location-based services.
The Customer may withdraw location permissions through device settings, subject to the functionality of certain Platform features.
The Platform may process Customer information for purposes including:
account registration;
identity verification;
Order processing;
payment facilitation;
customer support;
delivery coordination;
fraud prevention;
dispute resolution;
regulatory compliance;
Platform improvement;
analytics;
security monitoring;
service personalisation;
promotional communications, where permitted; and
any other lawful purpose disclosed at or before the time of collection.
The Platform shall process personal data only for lawful purposes and in accordance with Applicable Law.
By accessing or using the Platform, the Customer acknowledges that certain personal information is required for the proper functioning of the Platform.
Where consent is required under Applicable Law, the Customer provides such consent by:
creating a Customer Account;
providing personal information;
enabling Platform permissions;
accepting these Customer Terms & Conditions;
accepting the Privacy Policy; or
otherwise voluntarily providing personal information through the Platform.
The Customer may withdraw consent in accordance with Applicable Law, provided that such withdrawal may affect the availability of certain Platform services.
The Platform may share Customer information, only to the extent reasonably necessary, with:
the respective Provider;
authorised delivery partners;
payment gateway providers;
banking partners;
cloud service providers;
customer support service providers;
technology service providers;
legal advisors;
auditors;
governmental authorities where required by Applicable Law; and
any other authorised service provider engaged for legitimate business purposes.
The Platform shall take reasonable steps to ensure that such recipients process Customer information in accordance with Applicable Law and appropriate contractual obligations.
The Platform shall implement reasonable technical, organisational and administrative safeguards designed to protect Customer information against:
unauthorised access;
unauthorised disclosure;
misuse;
alteration;
accidental loss;
destruction; and
unlawful processing.
However, no electronic system or method of internet transmission can be guaranteed to be completely secure.
Accordingly, the Platform cannot guarantee absolute security of Customer information.
The Customer shall:
provide accurate information;
maintain the confidentiality of account credentials;
promptly update personal information where necessary;
avoid sharing OTPs or passwords with any person; and
immediately report suspected unauthorised access to the Platform.
The Customer shall remain responsible for activities conducted through the Customer Account unless otherwise provided under Applicable Law.
The Platform may retain Customer information:
for as long as reasonably necessary to provide Platform services;
to comply with Applicable Law;
to resolve disputes;
to prevent fraud;
to enforce this Agreement;
to comply with taxation or accounting requirements; or
for any other lawful purpose.
Upon expiry of the applicable retention period, Customer information may be deleted, anonymised or retained only where permitted by Applicable Law.
The Platform may send:
promotional offers;
discount notifications;
service announcements;
newsletters;
feature updates;
customer satisfaction surveys; and
other communications relating to the Platform.
Where required by Applicable Law, the Customer shall have the opportunity to opt out of promotional communications.
Operational communications relating to Orders, payments, security or legal compliance may continue notwithstanding such opt-out, where permitted by Applicable Law.
The Platform may use:
cookies;
web beacons;
pixels;
device identifiers;
local storage; and
similar technologies,
for purposes including:
authentication;
remembering Customer preferences;
improving user experience;
analytics;
security; and
Platform performance.
Further details regarding such technologies shall be provided in the Platform's Cookie Policy.
The Customer consents to receive communications electronically, including through:
email;
SMS;
WhatsApp;
push notifications;
in-app notifications;
telephone calls;
customer dashboards; and
any other electronic communication method lawfully used by the Platform.
Electronic communications shall satisfy any legal requirement that such communications be made in writing, to the extent permitted under Applicable Law.
The Customer acknowledges that:
electronic records;
electronic acceptances;
click-wrap agreements;
digital confirmations;
OTP verifications;
electronic signatures, where applicable; and
transaction logs,
may constitute valid evidence of transactions and legally binding acceptance under Applicable Law.
The Customer agrees not to dispute the validity of this Agreement solely because it was accepted electronically.
Subject to Applicable Law, the Customer may have the right to:
access personal data;
request correction of inaccurate information;
request updating of information;
withdraw consent where applicable;
request deletion where legally permissible;
raise privacy-related grievances; and
exercise any other rights available under Applicable Law.
Requests may be submitted through the contact details specified in the Privacy Policy or the Grievance Redressal mechanism.
Where the Platform becomes aware of a personal data breach requiring action under Applicable Law, the Platform shall take reasonable measures, including where applicable:
containing the incident;
investigating the breach;
mitigating adverse effects;
notifying competent authorities where required;
notifying affected Customers where required by Applicable Law; and
implementing corrective measures to reduce the likelihood of recurrence.
Nothing in this Clause shall be construed as an admission of liability.
Where Customer information is processed or stored outside India by authorised service providers, such processing shall be carried out in accordance with Applicable Law and appropriate contractual safeguards adopted by the Platform.
The provisions relating to privacy, confidentiality, data protection, electronic communications and electronic records shall survive the suspension or termination of the Customer Account to the extent necessary for compliance with Applicable Law and enforcement of this Agreement.
DISCLAIMER OF WARRANTIES & LIMITATION OF LIABILITY
1. Platform Services
The Platform provides a technology-enabled marketplace that facilitates interaction between Customers and independent Providers.
Except to the extent expressly required under Applicable Law, the Platform provides its services on an "as available" and "as applicable" basis.
The Platform endeavours to maintain reliable services but does not warrant that the Platform will always operate:
without interruption;
without delay;
without technical errors;
without defects;
without security incidents; or
without temporary unavailability due to maintenance or circumstances beyond reasonable control.
2. No Warranty Regarding Food
The Customer acknowledges that food products are independently prepared and supplied by the respective Provider.
Accordingly, except where responsibility is imposed upon the Platform under Applicable Law, the Platform does not warrant or guarantee:
the taste of food;
individual food preferences;
freshness at the time of preparation;
nutritional suitability;
portion size;
quality;
ingredients;
allergen-free preparation;
cooking methods; or
suitability for any particular dietary requirement.
Such matters remain primarily the responsibility of the respective Provider.
3. Accuracy of Information
The Platform endeavours to display accurate information regarding:
menus;
prices;
photographs;
operating hours;
estimated preparation time;
estimated delivery time;
promotional offers; and
Provider information.
However, such information may occasionally change due to updates made by Providers, technical issues or operational circumstances.
The Platform does not guarantee that all information will always be complete, current or error-free.
4. Third-Party Services
The Platform may integrate with third-party service providers including:
payment gateways;
banks;
delivery partners;
cloud service providers;
mapping services;
communication providers; and
other technology partners.
The Platform shall not be responsible for interruptions, delays or failures solely attributable to such independent third-party services.
5. Customer Decisions
The Customer acknowledges that the decision to:
select a Provider;
place an Order;
consume any food item;
rely upon dietary information; or
use any Platform feature,
is made independently by the Customer.
The Platform does not provide medical, dietary or nutritional advice.
6. Technical Availability
The Platform does not warrant that:
the Platform will always be compatible with every device;
every software update will function identically on every operating system;
internet connectivity will always remain available; or
technical interruptions can always be prevented.
Temporary interruptions may occur for maintenance, upgrades, security measures or operational improvements.
7. Limitation of Liability
To the fullest extent permitted under Applicable Law, the Platform shall not be liable for any indirect, incidental, consequential, special, exemplary or punitive damages arising out of or relating to:
delay in delivery;
interruption of Platform services;
temporary unavailability;
loss of anticipated savings;
loss of business opportunity;
loss of goodwill;
loss of data not caused by the Platform's breach of Applicable Law;
dissatisfaction based solely upon personal taste or preference; or
actions or omissions of independent third parties beyond the reasonable control of the Platform.
Nothing in this Clause excludes liability where such exclusion is prohibited by Applicable Law.
8. Marketplace Role
The Customer expressly acknowledges that the Platform:
operates as a technology marketplace;
facilitates transactions between Customers and independent Providers;
is not ordinarily the seller of food products;
does not supervise day-to-day food preparation activities; and
does not assume the Provider's statutory obligations merely by facilitating the transaction.
The Platform's quality initiatives, moderation processes or Provider verification procedures are intended to improve marketplace standards and shall not be construed as creating additional legal obligations beyond those imposed by Applicable Law.
9. Customer Responsibility
The Customer remains responsible for:
providing accurate delivery information;
reviewing Order details before confirmation;
maintaining account security;
complying with these Customer Terms & Conditions;
exercising reasonable judgment before consuming food; and
promptly reporting genuine concerns through the Platform.
The Platform shall not be responsible for losses arising primarily from the Customer's own negligence, misuse or failure to comply with this Agreement.
10. Force Majeure
The Platform shall not be liable for delay or failure in performing its obligations where such delay or failure results from events beyond its reasonable control, including:
natural disasters;
floods;
earthquakes;
pandemics;
epidemics;
fire;
war;
terrorism;
civil unrest;
governmental restrictions;
internet outages;
widespread power failures;
cyberattacks by external actors;
labour disputes;
transportation disruptions; or
any other Force Majeure Event.
The Platform shall use reasonable efforts to resume normal operations as soon as reasonably practicable.
11. Consumer Rights
Nothing contained in this Agreement shall:
exclude any statutory rights available to Customers under Applicable Law;
limit any non-excludable consumer protections;
restrict remedies that cannot legally be excluded; or
prevent the Customer from seeking relief before any competent authority where permitted under Applicable Law.
Where any limitation contained in this Agreement is held unenforceable under Applicable Law, such limitation shall apply only to the maximum extent legally permissible.
12. Aggregate Liability
Subject to Applicable Law, if the Platform is held liable to the Customer pursuant to a final order of a court or competent authority for any claim arising directly from the Platform's breach of this Agreement, the Platform's aggregate liability shall not exceed the total Platform fees, convenience fees or service fees (if any) actually retained by the Platform in relation to the specific Order giving rise to the claim.
For the avoidance of doubt, this limitation shall not apply where Applicable Law prohibits such limitation or where liability arises from fraud, wilful misconduct or any other liability that cannot legally be limited or excluded.
13. Survival
The provisions of this Chapter relating to disclaimers, limitation of liability, allocation of risk and preservation of statutory rights shall survive the suspension or termination of the Customer Account and the termination of this Agreement to the extent permitted under Applicable Law.
INDEMNITY
1. Customer Indemnity
The Customer agrees to defend (where requested by the Platform), indemnify and hold harmless ZEBENTO, its partners, designated partners, directors, officers, employees, representatives, affiliates, licensors, service providers, successors and permitted assigns (collectively, the "Indemnified Parties") from and against any and all claims, demands, actions, proceedings, liabilities, damages, losses, costs, expenses and reasonable legal fees arising out of or relating to:
the Customer's breach of this Agreement;
violation of Applicable Law by the Customer;
misuse of the Platform;
fraudulent or unlawful activities;
infringement of third-party rights; or
any act or omission of the Customer that causes loss to the Platform or any third party.
This obligation shall apply only to the extent that such claim, loss or liability results from the Customer's acts or omissions.
2. Breach of Agreement
The Customer shall indemnify the Indemnified Parties against losses arising from any material breach of these Customer Terms & Conditions, including but not limited to:
providing false information;
misuse of Customer Accounts;
violation of Platform Policies;
repeated abusive conduct;
manipulation of promotional programmes;
unauthorised commercial use of the Platform; or
any other material breach of contractual obligations.
3. Fraudulent Activities
The Customer shall indemnify the Indemnified Parties against losses arising from fraudulent activities including:
fake Orders;
fraudulent payment transactions;
use of stolen payment instruments;
identity theft;
account impersonation;
payment fraud;
promotional abuse;
referral fraud;
intentional chargeback fraud; or
any other dishonest activity.
The Platform reserves all civil and criminal remedies available under Applicable Law.
4. Third-Party Claims
Where any third party brings a claim against the Platform arising from the Customer's conduct, including claims relating to:
defamation;
intellectual property infringement;
unlawful content;
privacy violations;
misuse of personal information;
harassment;
unlawful communications; or
other wrongful conduct,
the Customer shall indemnify the Indemnified Parties against losses finally determined to arise from such conduct, subject to Applicable Law.
5. Customer Content
The Customer represents and warrants that any Customer Content submitted through the Platform:
is lawfully created or used;
does not infringe third-party intellectual property rights;
does not violate privacy rights;
does not contain unlawful material; and
complies with this Agreement.
The Customer shall indemnify the Indemnified Parties against losses arising from a breach of these representations.
6. Recovery of Costs
The indemnity provided under this Chapter shall include, to the extent reasonably incurred:
legal fees;
advocate fees;
court costs;
arbitration costs;
investigation expenses;
expert fees;
settlement amounts approved in accordance with this Agreement; and
other reasonable expenses incurred in defending or resolving the relevant claim.
7. Platform Notification
Where reasonably practicable, the Platform shall notify the Customer within a reasonable time after becoming aware of a claim for which indemnification may be sought.
Failure to provide immediate notice shall not discharge the Customer's indemnity obligations unless the delay materially prejudices the Customer's ability to defend the claim.
8. Defence of Claims
The Platform may:
defend the claim itself;
require the Customer to assume or assist in the defence;
appoint legal counsel of its choice; or
participate in the defence where reasonably necessary to protect its interests.
The Customer shall reasonably cooperate with the Platform in the defence and resolution of such claims.
9. Settlement
The Customer shall not settle any claim affecting the Platform without the Platform's prior written consent where such settlement:
admits fault on behalf of the Platform;
imposes obligations upon the Platform;
affects the Platform's reputation; or
otherwise prejudices the Platform's legal rights.
The Platform shall not unreasonably withhold or delay such consent.
10. Exclusions
The Customer shall not be required to indemnify the Platform for losses to the extent they are finally determined by a court or other competent authority to have arisen directly from:
the Platform's fraud;
the Platform's wilful misconduct;
the Platform's gross negligence, where such standard is recognised under Applicable Law; or
any liability that cannot legally be transferred or excluded under Applicable Law.
11. Survival
The obligations contained in this Chapter shall survive:
suspension of the Customer Account;
termination of the Customer Account;
completion of individual Orders; and
termination or expiry of this Agreement,
to the extent necessary for resolving claims arising from events that occurred while this Agreement was in force.
SUSPENSION, TERMINATION & CONSEQUENCES OF TERMINATION
1. Suspension of Customer Account
Without prejudice to any other rights available under this Agreement or Applicable Law, the Platform may temporarily suspend or restrict the Customer's access to the Platform where the Platform reasonably believes that such action is necessary to:
investigate suspected fraud;
investigate security incidents;
verify Customer information;
prevent misuse of the Platform;
protect Customers, Providers or delivery personnel;
comply with Applicable Law;
comply with governmental or regulatory directions;
prevent financial loss; or
maintain the integrity, security or proper functioning of the Platform.
Where reasonably practicable, the Platform may notify the Customer of such suspension.
2. Termination by the Platform
The Platform may terminate the Customer Account with immediate effect where the Customer:
materially breaches this Agreement;
repeatedly violates Platform Policies;
engages in fraudulent or dishonest conduct;
submits false or misleading information;
abuses Providers, delivery personnel or Platform representatives;
repeatedly places fake or malicious Orders;
commits payment fraud or chargeback fraud;
infringes intellectual property rights;
engages in unlawful activity;
compromises Platform security; or
otherwise acts in a manner that materially harms the Platform, its users or its business operations.
Immediate termination may be effected without prior notice where delay could reasonably expose the Platform or its users to fraud, security risks or legal liability.
3. Termination by the Customer
The Customer may discontinue use of the Platform and request closure of the Customer Account at any time by following the procedure prescribed by the Platform.
Termination requested by the Customer shall not affect:
completed transactions;
pending refund processes;
outstanding payment obligations;
ongoing investigations;
unresolved disputes; or
any accrued legal rights or liabilities.
4. Effect of Suspension
During suspension, the Platform may, where reasonably necessary:
restrict login access;
suspend placement of new Orders;
disable promotional benefits;
restrict access to certain Platform features;
suspend wallet or reward benefits, where applicable; and
take other reasonable measures necessary to protect the Platform and its users.
Suspension shall not automatically cancel Orders that have already been completed or are otherwise required to be processed under Applicable Law.
5. Effect of Termination
Upon termination of the Customer Account:
the Customer's licence to access and use the Platform shall immediately cease;
the Customer shall discontinue use of the Platform;
access credentials may be disabled;
promotional benefits, coupons, loyalty points or similar benefits may expire or be forfeited in accordance with their applicable terms;
pending legal obligations shall remain enforceable; and
the Platform may retain records where required under Applicable Law or its Privacy Policy.
Termination shall not affect rights or obligations that accrued before the effective date of termination.
6. Pending Orders
Where an account is suspended or terminated:
Orders already completed shall remain unaffected;
Orders in progress may be completed, cancelled or otherwise handled as reasonably necessary based on operational feasibility and Applicable Law;
eligible refunds, if any, shall continue to be processed in accordance with the Refund & Cancellation Policy; and
the Platform may communicate with the Customer solely for purposes connected with such Orders.
7. Outstanding Financial Obligations
Termination of the Customer Account shall not extinguish any lawful financial obligation owed by the Customer, including:
unpaid Order amounts;
applicable cancellation charges;
chargeback liabilities;
recovery of fraud-related losses;
amounts payable pursuant to a final order of a competent authority; or
any other lawful payment obligation arising before termination.
The Platform may pursue recovery of such amounts through lawful means.
8. Data Retention After Termination
Following suspension or termination, the Platform may retain Customer information for periods reasonably necessary to:
comply with Applicable Law;
comply with taxation requirements;
satisfy accounting obligations;
prevent fraud;
resolve disputes;
enforce this Agreement;
comply with lawful governmental requests; or
exercise or defend legal claims.
Retention shall be governed by the Platform's Privacy Policy and Applicable Law.
9. Right to Refuse Future Registration
Where a Customer Account has been terminated due to fraud, repeated abuse, unlawful conduct or other material violations of this Agreement, the Platform may refuse future registration by the same Customer, to the extent permitted under Applicable Law.
The Customer shall not circumvent such restriction by creating multiple or false accounts.
10. Appeals and Review
Where appropriate, the Customer may contact the Platform through the designated customer support or grievance mechanism to request a review of a suspension or termination decision.
The Platform may, at its sole discretion, review the request and communicate its decision within a reasonable period.
Nothing in this Clause obligates the Platform to reinstate an account where termination was lawfully effected.
11. Reservation of Rights
Suspension or termination under this Chapter shall be in addition to, and not in substitution for, any other rights or remedies available to the Platform under:
this Agreement;
Platform Policies;
Applicable Law; or
any order of a competent court or authority.
Failure by the Platform to exercise any right immediately shall not constitute a waiver of such right.
12. Survival
The following provisions shall survive the suspension or termination of the Customer Account to the extent applicable:
payment obligations;
intellectual property rights;
privacy and data protection;
confidentiality;
disclaimers;
limitation of liability;
indemnity;
dispute resolution;
governing law;
notices;
electronic records;
and any other provision which, by its nature, is intended to survive termination.
DISPUTE RESOLUTION, GOVERNING LAW & JURISDICTION
1. Good Faith Resolution
The Customer and the Platform shall endeavour to resolve any dispute, controversy or claim arising out of or relating to this Agreement through good faith discussions and mutual cooperation before initiating formal legal proceedings.
The Customer is encouraged to first contact the Platform through its designated customer support or grievance redressal mechanism.
2. Grievance Redressal
The Platform shall maintain an appropriate grievance redressal mechanism through which Customers may submit complaints relating to, including but not limited to:
Orders;
payments;
refunds;
Provider conduct;
delivery-related issues;
Platform services;
privacy concerns; or
any other matter relating to the use of the Platform.
The Platform shall make reasonable efforts to acknowledge and address genuine grievances within a reasonable period, subject to the complexity of the matter and Applicable Law.
Nothing in this Clause guarantees that every grievance will be resolved in favour of the Customer.
3. Escalation
Where a grievance cannot be resolved through the ordinary customer support process, either party may request escalation of the matter through the Platform's internal dispute resolution process before initiating arbitration.
Participation in such escalation process shall not prejudice the legal rights of either party.
4. Mediation (Optional)
Before commencing arbitration, the parties may mutually agree to attempt resolution of the dispute through mediation.
Unless otherwise agreed in writing:
participation in mediation shall be voluntary;
either party may terminate mediation at any time; and
failure of mediation shall not prevent either party from commencing arbitration in accordance with this Agreement.
5. Arbitration
Subject to Applicable Law, any dispute, controversy or claim arising out of or relating to:
this Agreement;
use of the Platform;
Orders;
payments;
refunds;
Platform services;
Customer Accounts; or
any related matter,
which cannot be resolved through mutual discussions or, where undertaken, mediation, shall be finally resolved by arbitration in accordance with the Arbitration and Conciliation Act, 1996, as amended from time to time.
6. Appointment of Arbitrator
Unless otherwise agreed by the parties:
the dispute shall be referred to a sole arbitrator;
the parties shall endeavour to mutually appoint the arbitrator; and
failing mutual agreement, the arbitrator shall be appointed in accordance with the Arbitration and Conciliation Act, 1996.
The arbitrator shall act independently and impartially.
7. Seat and Venue of Arbitration
The legal seat and venue of arbitration shall be:
Solapur, Maharashtra, India
unless otherwise required by Applicable Law or mutually agreed by the parties in writing.
8. Language
The arbitration proceedings, pleadings, documentary evidence and arbitral award shall be conducted in the English language, unless the parties mutually agree otherwise.
9. Interim Relief
Nothing contained in this Agreement shall prevent either party from approaching a court of competent jurisdiction for:
interim relief;
temporary injunction;
preservation of evidence;
protection of intellectual property;
protection of confidential information; or
any other interim remedy available under Applicable Law,
either before, during or after the arbitration proceedings.
10. Governing Law
This Agreement shall be governed by and construed in accordance with the laws of the Republic of India.
The rights and obligations of the parties shall be interpreted in accordance with Applicable Law.
11. Jurisdiction
Subject to the arbitration provisions contained in this Agreement, the courts having jurisdiction at Solapur, Maharashtra, shall have exclusive jurisdiction over:
applications relating to arbitration;
interim relief;
enforcement of arbitral awards; and
such other matters as are not capable of being referred to arbitration under Applicable Law.
Where Applicable Law requires proceedings before another competent authority or forum, nothing in this Agreement shall restrict the Customer's statutory right to approach such authority.
12. Costs
Unless otherwise directed by the arbitral tribunal or required by Applicable Law:
each party shall initially bear its own legal costs and expenses;
the fees and expenses of the arbitrator shall be allocated in accordance with the arbitral award or mutual agreement between the parties.
The arbitral tribunal may award costs in accordance with Applicable Law.
13. Confidentiality
The parties shall maintain the confidentiality of:
arbitration proceedings;
pleadings;
documentary evidence;
witness statements;
settlement discussions;
arbitral awards; and
other confidential information,
except where disclosure is required:
by Applicable Law;
by a court or governmental authority;
for enforcement of an arbitral award; or
for obtaining professional legal, accounting or regulatory advice.
14. Continuation of Obligations
During the pendency of any dispute, the parties shall continue to perform those obligations under this Agreement that are not directly affected by the dispute, unless performance becomes impossible or is otherwise excused under Applicable Law.
15. Limitation of Statutory Rights
Nothing contained in this Chapter shall:
restrict any non-waivable statutory rights available to the Customer;
prevent the Customer from approaching any consumer forum, regulatory authority or competent court where such right cannot legally be excluded; or
limit any remedy that Applicable Law expressly makes available.
The arbitration provisions shall be interpreted only to the extent permitted under Applicable Law.
16. Survival
The provisions of this Chapter relating to dispute resolution, arbitration, governing law, jurisdiction, confidentiality and enforcement shall survive the suspension or termination of the Customer Account and the termination of this Agreement.
GENERAL PROVISIONS
1. Entire Agreement
These Customer Terms & Conditions, together with the Privacy Policy, Refund & Cancellation Policy, Cookie Policy, Community Guidelines, Platform Policies, Schedules, Annexures and any other documents expressly incorporated by reference, constitute the entire agreement between the Customer and the Platform relating to the Customer's use of the Platform.
This Agreement supersedes all prior discussions, representations, understandings, communications or arrangements relating to the subject matter herein.
2. Amendments
The Platform reserves the right to modify, revise, update or replace these Customer Terms & Conditions from time to time where reasonably necessary to:
comply with Applicable Law;
improve Platform services;
introduce new features;
address operational requirements;
respond to technological developments; or
protect the interests of Customers, Providers and the Platform.
Material changes shall be communicated through the Platform or by other appropriate electronic means where reasonably practicable.
Continued use of the Platform after such changes become effective shall constitute acceptance of the revised Terms.
Nothing in this Clause shall affect any statutory rights available to the Customer.
3. Notices
The Platform may provide notices to the Customer through:
email;
SMS;
WhatsApp;
push notifications;
in-application notifications;
the Customer dashboard;
publication on the Platform; or
any other lawful electronic communication method.
The Customer shall ensure that the contact details maintained in the Customer Account remain accurate and up to date.
Notices shall be deemed delivered when transmitted through the selected communication channel, subject to Applicable Law.
4. Assignment
The Customer shall not assign, transfer, delegate or otherwise dispose of any rights or obligations under this Agreement without the prior written consent of the Platform.
The Platform may assign or transfer this Agreement, in whole or in part, to:
an affiliate;
a successor entity;
a purchaser of its business;
a resulting entity following merger, amalgamation or restructuring; or
any other lawful successor,
provided that such assignment does not materially reduce the Customer's rights under this Agreement.
5. No Waiver
Failure or delay by the Platform in exercising any right, remedy or power under this Agreement shall not constitute a waiver of that right.
Any waiver shall be effective only if made expressly in writing by an authorised representative of the Platform.
A waiver of one breach shall not constitute a waiver of any subsequent or continuing breach.
6. Severability
If any provision of this Agreement is held by a court or competent authority to be invalid, illegal or unenforceable, such provision shall be modified or severed only to the minimum extent necessary.
The remaining provisions shall continue in full force and effect.
7. Independent Relationship
Nothing contained in this Agreement shall be interpreted as creating:
an employer-employee relationship;
a partnership;
a joint venture;
an agency;
a franchise;
a fiduciary relationship; or
any similar legal relationship,
between the Customer and the Platform.
The Customer acts solely as an independent user of the Platform.
8. Force Majeure
Neither party shall be liable for delay or failure in performing obligations under this Agreement where such delay or failure results from a Force Majeure Event beyond the reasonable control of the affected party.
The affected party shall use reasonable efforts to minimise the impact of such event and resume performance as soon as reasonably practicable.
Nothing in this Clause shall excuse payment obligations that have already become due, unless otherwise required by Applicable Law.
9. Electronic Acceptance
The Customer acknowledges and agrees that acceptance of this Agreement may occur electronically through:
clicking "I Agree";
clicking "Accept";
clicking "Continue";
clicking "Proceed";
clicking "Place Order";
creating a Customer Account;
placing an Order; or
otherwise accessing or using the Platform.
Such electronic acceptance shall constitute valid and legally binding acceptance of this Agreement to the extent recognised under Applicable Law.
10. Interpretation
Unless the context otherwise requires:
words importing the singular include the plural and vice versa;
references to one gender include all genders;
references to a person include natural persons, companies, partnerships, LLPs and other legal entities;
headings are inserted solely for convenience and shall not affect interpretation;
references to legislation include amendments, replacements and subordinate legislation made from time to time.
11. Survival
Any provision which, by its nature, is intended to survive termination or expiry of this Agreement shall continue in effect, including but not limited to provisions relating to:
payment obligations;
intellectual property;
privacy;
confidentiality;
indemnity;
limitation of liability;
dispute resolution;
governing law;
electronic records;
notices; and
any accrued rights or remedies.
12. Contact Information
Customers may contact the Platform through the official communication channels published on the Platform for matters relating to:
Orders;
payments;
refunds;
technical support;
account-related issues;
legal notices;
privacy requests;
grievances; and
general customer assistance.
The Platform may revise its contact details from time to time, and the latest contact information published on the Platform shall prevail.
13. Grievance Officer
The Platform shall appoint a Grievance Officer, where required under Applicable Law.
The name, designation, contact details and working hours of the Grievance Officer shall be published on the Platform and updated from time to time in accordance with Applicable Law.
Customers may submit grievances in accordance with the grievance redressal mechanism prescribed by the Platform.
14. Language
This Agreement has been prepared in the English language.
Where the Platform provides translations of this Agreement for convenience, the English version shall prevail in the event of any inconsistency, to the extent permitted under Applicable Law.
15. Version Control
The Platform may maintain different versions of these Customer Terms & Conditions from time to time.
Each version shall specify:
the version number;
effective date;
last updated date; and
where appropriate, a summary of material changes.
The latest version published on the Platform shall govern the Customer's continued use of the Platform from its effective date, subject to Applicable Law.
16. Execution and Binding Effect
This Agreement shall become legally binding upon the Customer in accordance with the acceptance mechanisms described herein and shall remain effective until terminated in accordance with its terms.
The Customer acknowledges that the Customer has carefully read, understood and voluntarily accepted this Agreement before using the Platform.
ZEBENTO CUSTOMER TERMS & CONDITIONS
Version: 1.0
Effective Date: 01 August 2026
Last Updated: 01 August 2026
Important Notice
These Customer Terms & Conditions, together with all Schedules, Annexures, Platform Policies and documents incorporated by reference, constitute one integrated legal agreement between ZEBENTO and the Customer.
The following documents form part of this Agreement:
Schedule A – Refund & Cancellation Policy
Schedule B – Customer Code of Conduct
Schedule C – Promotional Offers, Coupons & Loyalty Programme Terms
Schedule D – Privacy Notice Summary
Schedule E – Prohibited Items & Restricted Orders
SCHEDULE A
REFUND & CANCELLATION POLICY
(Forming an Integral Part of the ZEBENTO Customer Terms & Conditions)
1. Purpose
This Refund & Cancellation Policy ("Policy") forms an integral part of the Customer Terms & Conditions and governs cancellations, refunds, replacements, credits and related matters for Orders placed through the ZEBENTO Platform.
By placing an Order through the Platform, the Customer agrees to be bound by this Policy.
2. Marketplace Disclosure
The Customer acknowledges that:
ZEBENTO operates solely as a technology-enabled marketplace.
Food products are independently prepared and supplied by the respective Provider.
Refund decisions may depend upon the facts of each Order, information provided by the Customer, the Provider's response, delivery records and Applicable Law.
Nothing contained in this Policy limits any statutory rights available under Applicable Law.
3. Definitions
For the purposes of this Policy:
Cancelled Order means an Order that is cancelled before completion.
Delivered Order means an Order successfully delivered to the Customer or collected by the Customer.
Refund means the return of eligible amounts to the original payment method or any other lawful method determined by the Platform.
Platform Credit means promotional or goodwill credit issued by the Platform, where applicable, which may be subject to separate terms.
4. Customer Cancellation Before Provider Acceptance
A Customer may cancel an Order before the Provider accepts the Order.
Where cancellation occurs before acceptance:
the Order may be cancelled without cancellation charges unless otherwise disclosed at checkout;
any eligible payment received shall ordinarily be refunded;
payment gateway processing timelines may apply.
5. Cancellation After Provider Acceptance
Once a Provider has accepted an Order and commenced preparation, cancellation may no longer be possible.
If cancellation is permitted after acceptance, the Platform or Provider may deduct reasonable charges including:
food already prepared;
ingredients already used;
operational costs reasonably incurred;
payment gateway charges, where applicable; and
any other charges disclosed before confirmation.
6. Orders Already Prepared
Where food preparation has substantially commenced or has been completed prior to cancellation, the Customer may not be entitled to a full refund.
Eligibility shall be determined after considering:
preparation status;
operational costs;
Provider submissions;
delivery status; and
Applicable Law.
7. Orders Out for Delivery
Where an Order has been dispatched for delivery:
cancellation requests may be declined;
delivery charges may remain payable;
refunds may be limited where substantial fulfilment has already occurred.
Each case shall be assessed individually.
8. Customer Unavailable
Where delivery cannot be completed because the Customer:
is unavailable;
provides an incorrect address;
cannot be contacted after reasonable attempts;
refuses to receive the Order without valid reason; or
otherwise prevents successful delivery,
the Order may be treated as completed.
Refunds may be denied except where required under Applicable Law.
9. Provider Cancellation
If the Provider cancels an Order due to:
item unavailability;
operational issues;
temporary closure;
inability to fulfil the Order; or
other legitimate operational reasons,
the Customer shall ordinarily receive a refund of the amount actually paid for the cancelled Order, subject to Applicable Law and payment processing timelines.
10. Platform Cancellation
The Platform may cancel an Order where reasonably necessary, including in cases involving:
suspected fraud;
payment failure;
duplicate Orders;
technical errors;
legal or regulatory requirements;
security concerns; or
Force Majeure Events.
Where appropriate, eligible refunds shall be processed in accordance with this Policy.
11. Refund Eligibility
Refunds may be considered where supported by evidence and applicable circumstances, including:
incorrect Order delivered;
missing items;
duplicate payment;
Order cancelled by the Provider;
Order cancelled by the Platform;
payment successfully debited but Order not created due to technical failure;
food that is materially inconsistent with the Order placed;
significant quality concerns supported by reasonable evidence; or
any other circumstance where Applicable Law requires a refund.
12. Circumstances Where Refund May Not Be Available
Refunds may be declined where:
dissatisfaction is based solely on personal taste or preference;
minor presentation differences exist;
the Customer changes their mind after preparation begins;
delivery failure is primarily attributable to the Customer;
false or misleading information is provided;
fraudulent claims are made;
supporting information requested by the Platform is intentionally withheld; or
the claim is otherwise inconsistent with this Policy or Applicable Law.
13. Evidence Required
To facilitate investigation, the Customer may be requested to provide reasonable supporting information, including:
photographs;
videos;
Order details;
packaging images;
payment confirmation;
delivery information; or
any other relevant evidence.
Failure to provide reasonably requested information may affect refund eligibility.
14. Refund Method
Eligible refunds may be processed through one or more of the following methods:
reversal to the original payment method;
bank transfer, where applicable;
Platform Credit; or
any other lawful method determined by the Platform.
The method of refund shall be determined by the Platform having regard to operational feasibility, Applicable Law and the original payment method.
15. Refund Processing Time
Where a refund is approved:
the Platform shall initiate processing within a reasonable period;
actual credit timelines shall depend upon banks, payment gateways and financial institutions;
delays beyond the Platform's reasonable control shall not constitute a breach of this Policy.
16. Promotional Offers
Where an Order was placed using:
coupons;
promotional discounts;
referral rewards;
loyalty benefits; or
Platform Credits,
refunds shall ordinarily relate only to the amount actually paid by the Customer unless otherwise required by Applicable Law or expressly stated in the relevant promotional terms.
17. Cash on Delivery Orders
For eligible Cash on Delivery Orders:
cancellation before acceptance may be permitted;
no monetary refund shall arise where payment has not yet been collected;
repeated misuse of Cash on Delivery facilities may result in restrictions or suspension of Customer privileges.
18. Fraud Prevention
The Platform may investigate refund requests to prevent:
refund abuse;
false claims;
duplicate claims;
payment fraud;
promotional misuse;
chargeback abuse; or
other dishonest conduct.
Fraudulent refund requests may result in:
rejection of the refund;
suspension or termination of the Customer Account;
recovery of losses;
legal proceedings; and
reporting to competent authorities where appropriate.
19. Chargebacks
Customers are encouraged to first contact the Platform before initiating any payment chargeback.
Where a Customer initiates an unwarranted or fraudulent chargeback:
the Platform may contest the chargeback;
suspend the Customer Account pending investigation;
recover lawful losses;
restrict future payment methods; or
take any other action permitted under Applicable Law.
Nothing in this Clause restricts a Customer's lawful rights to dispute unauthorised or genuinely erroneous transactions.
20. Exceptional Circumstances
The Platform may, at its sole discretion, provide:
goodwill refunds;
partial refunds;
replacement Orders;
Platform Credits; or
other commercial resolutions,
without creating any precedent or ongoing obligation to do so in future cases.
21. Force Majeure
Refund obligations may be reasonably delayed where performance is affected by Force Majeure Events, including:
natural disasters;
floods;
pandemics;
government restrictions;
internet outages;
widespread payment network failures; or
other events beyond the reasonable control of the Platform.
The Platform shall resume processing as soon as reasonably practicable.
22. Customer Support
Customers seeking cancellation or refund assistance should promptly contact the Platform through the official customer support channels published on the Platform.
Prompt reporting assists in timely investigation and resolution.
23. Preservation of Statutory Rights
Nothing contained in this Policy shall:
exclude any rights available under Applicable Law;
limit any non-waivable consumer protections;
prevent the Customer from approaching a competent authority where legally entitled; or
restrict remedies that cannot lawfully be excluded.
24. Amendment of Policy
The Platform may amend this Policy from time to time in accordance with the Customer Terms & Conditions.
The latest version published on the Platform shall apply from its effective date, subject to Applicable Law.
25. Interpretation
In the event of any inconsistency between this Schedule and the Customer Terms & Conditions, the Customer Terms & Conditions shall prevail unless this Schedule expressly provides otherwise.
This Schedule forms an integral part of the ZEBENTO Customer Terms & Conditions and shall be read together with the Customer Terms & Conditions as amended from time to time.
SCHEDULE B
CUSTOMER CODE OF CONDUCT
(Forming an Integral Part of the ZEBENTO Customer Terms & Conditions)
1. Purpose
This Customer Code of Conduct ("Code") forms an integral part of the Customer Terms & Conditions and establishes the standards of behaviour expected from every Customer using the ZEBENTO Platform.
The objective of this Code is to promote a safe, respectful, lawful and trustworthy marketplace for Customers, Providers, delivery personnel and the Platform.
2. General Standard of Conduct
Customers shall:
act honestly and in good faith;
comply with Applicable Law;
respect the rights of other users;
use the Platform only for lawful purposes;
provide accurate information; and
cooperate during investigations relating to Orders or disputes.
3. Respect Towards Providers
Customers shall treat Providers with courtesy and professionalism.
Customers shall not:
threaten Providers;
abuse Providers;
harass Providers;
intimidate Providers;
discriminate against Providers;
demand unlawful services;
attempt to coerce Providers into violating Applicable Law; or
engage in any conduct that interferes with the Provider's business operations.
4. Respect Towards Delivery Personnel
Customers shall treat delivery personnel with dignity and respect.
The Customer shall not:
verbally abuse delivery personnel;
physically threaten delivery personnel;
discriminate against delivery personnel;
engage in violent conduct;
obstruct delivery;
intentionally delay delivery without reasonable cause; or
require delivery personnel to engage in unsafe or unlawful conduct.
5. Respect Towards Platform Representatives
Customers interacting with customer support or Platform representatives shall:
communicate respectfully;
provide truthful information;
avoid abusive language;
cooperate during complaint resolution; and
refrain from making knowingly false allegations.
6. Accurate Information
Customers shall ensure that all information provided through the Platform is accurate, including:
name;
mobile number;
email address;
delivery address;
payment information (where applicable); and
any special delivery instructions.
Providing false or misleading information may result in suspension or termination of the Customer Account.
7. Responsible Ordering
Customers shall place Orders only where they genuinely intend to purchase the selected food items.
Customers shall not:
place fake Orders;
place prank Orders;
intentionally refuse genuine deliveries without valid reason;
repeatedly cancel Orders after preparation begins;
misuse promotional offers through repeated cancellations; or
otherwise interfere with the normal operation of the Platform.
8. Fair Use of Refunds
Customers shall request refunds only where they genuinely believe they are entitled under the Refund & Cancellation Policy.
Customers shall not:
submit false refund requests;
exaggerate complaints;
fabricate quality issues;
submit manipulated photographs;
conceal relevant facts; or
misuse refund procedures for financial gain.
9. Reviews and Ratings
Customers shall provide reviews that are:
genuine;
honest;
respectful;
based upon actual experience; and
free from unlawful content.
Customers shall not submit reviews that:
contain defamatory statements;
include hate speech;
contain threats;
disclose personal information;
promote unlawful activities;
intentionally mislead other users; or
are posted in exchange for unauthorised consideration.
10. Lawful Use of the Platform
Customers shall not use the Platform to:
commit fraud;
launder money;
finance unlawful activities;
purchase prohibited goods;
violate sanctions or trade restrictions;
infringe intellectual property rights;
impersonate another person; or
engage in any activity prohibited by Applicable Law.
11. Prohibited Technical Activities
Customers shall not:
hack the Platform;
reverse engineer the Platform;
bypass security measures;
scrape Platform data without authorisation;
introduce malware;
interfere with Platform infrastructure;
use automated bots without permission;
attempt unauthorised access to other accounts; or
exploit software vulnerabilities.
12. Multiple Accounts
Customers shall not:
create multiple accounts to obtain repeated promotional benefits;
create fake identities;
impersonate another individual;
purchase or sell Customer Accounts;
transfer Customer Accounts without authorisation; or
otherwise misuse the registration process.
13. Payment Integrity
Customers shall:
use payment methods lawfully available to them;
ensure sufficient funds where required;
avoid payment fraud;
avoid chargeback abuse; and
promptly report unauthorised transactions.
Use of stolen payment instruments or other fraudulent payment methods is strictly prohibited.
14. Privacy and Confidentiality
Customers shall respect the privacy of:
Providers;
delivery personnel;
Platform representatives; and
other Customers.
Customers shall not unlawfully collect, publish, disclose or misuse personal information obtained through the Platform.
15. Prohibited Behaviour
Without limitation, the following conduct is prohibited:
harassment;
bullying;
stalking;
threats;
blackmail;
extortion;
discrimination;
hate speech;
obscene content;
sexually explicit conduct;
unlawful gambling;
terrorism-related activities;
promotion of violence;
impersonation;
bribery;
corruption;
or any other unlawful or abusive conduct.
16. Compliance During Investigations
Where the Platform investigates suspected misuse, the Customer shall reasonably cooperate by providing requested information that is relevant to the investigation.
Failure to cooperate may affect the Platform's ability to resolve disputes or determine eligibility for refunds or other remedies.
17. Consequences of Violation
Violation of this Code may result in one or more of the following actions, depending upon the nature and seriousness of the violation:
warning;
temporary restriction;
suspension of promotional benefits;
suspension of the Customer Account;
permanent termination of the Customer Account;
cancellation of Orders;
recovery of losses;
reporting to competent authorities; or
legal proceedings where appropriate.
The Platform shall take such action reasonably and in accordance with Applicable Law.
18. Good Faith Reporting
Customers are encouraged to report suspected:
fraud;
abusive conduct;
fake Providers;
safety concerns;
technical vulnerabilities; or
other violations of this Code,
through the official reporting mechanisms available on the Platform.
Customers shall not knowingly submit false or malicious reports.
19. Reservation of Rights
The Platform reserves the right to investigate suspected violations of this Code and to take appropriate action in accordance with:
the Customer Terms & Conditions;
Platform Policies;
Applicable Law; and
lawful directions issued by competent authorities.
20. Preservation of Statutory Rights
Nothing contained in this Code shall:
limit any rights available to Customers under Applicable Law;
exclude non-waivable consumer protections;
prevent lawful complaints before competent authorities; or
restrict remedies that cannot legally be excluded.
This Schedule forms an integral part of the ZEBENTO Customer Terms & Conditions and shall be read together with the Customer Terms & Conditions as amended from time to time.
SCHEDULE C
PROMOTIONAL OFFERS, COUPONS & LOYALTY PROGRAMME TERMS
(Forming an Integral Part of the ZEBENTO Customer Terms & Conditions)
1. Purpose
This Schedule governs all promotional programmes offered through the ZEBENTO Platform, including:
promotional offers;
discount campaigns;
coupon codes;
referral programmes;
cashback offers;
loyalty programmes;
reward points;
Platform Credits; and
other promotional incentives introduced by the Platform from time to time.
Participation in any promotion constitutes acceptance of this Schedule.
2. General Principles
All promotions are:
optional;
subject to availability;
subject to specific eligibility conditions;
offered for promotional purposes only; and
governed by this Schedule together with any campaign-specific terms.
The Platform may operate promotions independently or jointly with Providers or third-party partners.
3. Eligibility
Unless expressly stated otherwise, a Customer may participate in a promotion only if the Customer:
maintains a valid Customer Account;
complies with the Customer Terms & Conditions;
complies with this Schedule;
is not suspended or restricted;
satisfies all campaign eligibility criteria; and
has not engaged in fraudulent or abusive conduct.
Participation does not guarantee receipt of any promotional benefit.
4. Promotional Offers
The Platform may introduce promotional offers including:
percentage discounts;
fixed-amount discounts;
free delivery;
discounted delivery;
bundled meal offers;
festival campaigns;
seasonal promotions;
limited-time campaigns;
Provider-sponsored offers; or
any other promotional campaign.
Each offer shall remain subject to its published terms.
5. Coupon Codes
Coupons may:
apply only to eligible Orders;
have minimum Order value requirements;
apply only to selected Providers;
apply only within specified geographical areas;
apply only during specified validity periods;
exclude taxes, delivery fees or convenience fees where disclosed; and
be limited to one use unless expressly stated otherwise.
Expired coupons shall not be honoured.
6. Welcome Offers
New Customer offers may be available only:
once per eligible Customer;
once per verified mobile number;
once per verified email address;
once per payment instrument, where applicable;
once per household or device where abuse is reasonably detected; or
subject to other anti-fraud measures adopted by the Platform.
The Platform may require verification before granting such offers.
7. Referral Programme
Where the Platform operates a referral programme:
referral rewards shall become available only after all published qualifying conditions are satisfied;
self-referrals are prohibited;
creation of fake accounts is prohibited;
referrals generated through automated systems are prohibited;
referrals obtained through misleading or unlawful methods are prohibited.
Referral rewards may be withheld where fraud or abuse is reasonably suspected.
8. Cashback Offers
Cashback promotions may be:
instant;
deferred;
issued as Platform Credit;
issued through participating payment partners; or
subject to campaign-specific conditions.
Cashback shall not become payable until all eligibility conditions have been satisfied.
9. Loyalty Programme
Where the Platform operates a loyalty programme, Customers may earn benefits through eligible activities determined by the Platform, including:
completed Orders;
promotional campaigns;
special events;
milestone achievements;
referrals;
seasonal activities; or
other qualifying activities notified by the Platform.
The Platform may modify the earning methodology from time to time.
10. Loyalty Points
Where loyalty points are awarded:
points shall have no cash value unless expressly stated otherwise;
points may only be redeemed through authorised Platform mechanisms;
redemption shall remain subject to availability;
redemption values may change from time to time; and
points may not be transferred unless expressly permitted.
11. Platform Credits
Platform Credits:
are promotional benefits;
are not bank deposits;
are not electronic money;
are not prepaid payment instruments unless expressly stated;
may not be exchanged for cash except where required under Applicable Law; and
may be subject to separate expiry periods.
12. Expiry
Unless otherwise stated:
coupons;
Platform Credits;
referral rewards;
cashback credits;
loyalty points; and
promotional benefits,
shall expire on the date specified for the relevant campaign.
Expired promotional benefits shall automatically lapse without compensation unless Applicable Law requires otherwise.
13. Combination of Offers
Unless expressly permitted:
only one coupon may be applied per Order;
promotional offers may not be combined;
loyalty redemption may be subject to separate restrictions; and
campaign stacking may be prohibited.
Campaign-specific terms shall prevail where inconsistent.
14. Provider-Sponsored Promotions
Certain promotions may be funded by Providers.
Where a promotion is Provider-sponsored:
participating Providers shall be identified where reasonably practicable;
availability may differ between Providers;
pricing may vary;
participation may be limited; and
Provider-specific conditions may apply.
15. Promotional Abuse
Customers shall not:
create multiple accounts;
manipulate referrals;
exploit software errors;
misuse promotional codes;
use stolen payment methods;
generate artificial transactions;
create fake Orders;
manipulate refunds;
use bots or automated scripts;
collude with other users; or
otherwise obtain promotional benefits dishonestly.
16. Fraud Prevention
The Platform may investigate any activity reasonably suspected to involve:
promotional fraud;
referral fraud;
cashback abuse;
coupon misuse;
account manipulation;
payment fraud;
identity fraud; or
other dishonest conduct.
The Platform may request reasonable verification before releasing promotional benefits.
17. Consequences of Abuse
Where promotional abuse is reasonably established, the Platform may:
cancel promotional benefits;
revoke coupons;
reverse cashback;
cancel loyalty points;
remove Platform Credits;
suspend promotional eligibility;
suspend the Customer Account;
terminate the Customer Account; or
pursue legal remedies where appropriate.
Such action shall be proportionate and consistent with Applicable Law.
18. Modification or Withdrawal
The Platform may:
introduce new promotions;
modify existing campaigns;
extend campaigns;
shorten campaign periods;
suspend campaigns; or
withdraw promotions,
provided that such changes do not unfairly affect promotional benefits already validly earned unless required by law, technical necessity or fraud prevention.
19. Taxes
Where Applicable Law requires taxation of promotional benefits, the Customer shall remain responsible for compliance with applicable tax obligations.
The Platform may withhold or report information where legally required.
20. Errors
The Platform reserves the right to correct genuine:
pricing errors;
coupon errors;
technical mistakes;
calculation errors;
duplicate rewards;
system malfunctions; or
accidental promotional publications.
Correction of obvious errors shall not constitute a breach of this Schedule.
21. Customer Support
Questions regarding promotions may be submitted through the Platform's official customer support channels.
The Platform may require reasonable supporting information before reviewing promotional disputes.
22. Preservation of Statutory Rights
Nothing contained in this Schedule shall:
exclude statutory consumer protections;
prevent lawful complaints before competent authorities;
exclude rights that cannot legally be waived; or
limit remedies available under Applicable Law.
This Schedule forms an integral part of the ZEBENTO Customer Terms & Conditions and shall be read together with the Customer Terms & Conditions as amended from time to time.
(Forming an Integral Part of the ZEBENTO Customer Terms & Conditions)
This Privacy Notice Summary ("Privacy Notice") provides a simplified overview of how ZEBENTO collects, uses, stores, shares and protects personal information when Customers access or use the Platform.
This Schedule is intended for convenience only and shall be read together with the Customer Terms & Conditions and the Platform's detailed Privacy Policy.
Depending upon the services used, the Platform may collect information including:
Full name
Mobile number
Email address
Username
Password (stored in encrypted or otherwise protected form)
Profile information voluntarily provided by the Customer
Order history
Ordered items
Provider selected
Delivery preferences
Special instructions
Order value
Payment status
Where permission is granted, the Platform may collect:
current location
delivery location
saved addresses
approximate location for nearby Providers
Location access may be disabled through device settings, although certain Platform features may then become unavailable.
The Platform may automatically collect technical information such as:
device type
operating system
browser type
IP address
application version
device identifiers
crash reports
diagnostic information
usage analytics
Depending on the payment method used, payment-related information may include:
payment method selected
transaction reference
payment status
limited payment identifiers
The Platform does not intentionally store complete debit card, credit card or net banking credentials unless expressly permitted by Applicable Law and supported by compliant payment infrastructure.
Payment processing is generally carried out by authorised payment service providers.
Your information may be used to:
create and manage your Customer Account;
process Orders;
facilitate payments;
communicate Order updates;
provide customer support;
investigate complaints;
improve Platform performance;
personalise user experience;
detect fraud;
maintain Platform security;
comply with Applicable Law; and
fulfil other legitimate business purposes consistent with this Agreement.
The Platform may share relevant information only where reasonably necessary, including with:
For preparing and fulfilling Orders.
For completing deliveries.
For processing payments and refunds.
For hosting, cloud infrastructure, communications, analytics, fraud prevention and technical support.
Where disclosure is required by Applicable Law, court order or lawful governmental request.
The Platform does not sell Customer personal information to third parties.
The Platform implements reasonable technical and organisational safeguards designed to protect Customer information, including measures such as:
encryption where appropriate;
access controls;
authentication mechanisms;
secure communication protocols;
system monitoring;
periodic security improvements; and
employee confidentiality obligations.
No internet-based system can be guaranteed to be completely secure, and Customers should also take reasonable precautions to protect their accounts.
Customers should:
keep passwords confidential;
avoid sharing OTPs;
maintain updated contact information;
promptly report suspected unauthorised access;
use trusted devices where reasonably possible; and
log out from shared devices after use.
The Customer shares responsibility for maintaining account security.
The Platform may use:
cookies;
session identifiers;
local storage;
software development kits (SDKs);
analytics tools; and
similar technologies
to:
remember preferences;
maintain login sessions;
improve functionality;
analyse usage;
enhance security; and
improve customer experience.
Customers may manage certain cookie preferences through browser or device settings, although disabling some technologies may affect Platform functionality.
Where permitted under Applicable Law, the Platform may send:
promotional offers;
discount notifications;
loyalty programme updates;
service announcements;
newsletters; and
other marketing communications.
Customers may opt out of marketing communications through available unsubscribe mechanisms or account settings, except for transactional or legally required communications.
Customer information may be retained only for as long as reasonably necessary to:
provide Platform services;
complete Orders;
comply with Applicable Law;
satisfy accounting and taxation requirements;
prevent fraud;
resolve disputes;
enforce legal rights; and
maintain appropriate business records.
After the applicable retention period, information may be securely deleted, anonymised or otherwise processed in accordance with Applicable Law.
Subject to Applicable Law, Customers may request:
access to personal information;
correction of inaccurate information;
updating of account details;
deletion of information where legally permissible;
withdrawal of consent where processing is based on consent;
restriction of certain processing activities; or
other rights available under Applicable Law.
Some requests may be subject to legal, operational or regulatory limitations.
The Platform is intended for persons legally eligible to enter into binding contracts under Applicable Law.
The Platform does not knowingly collect personal information from children where prohibited by Applicable Law.
If the Platform becomes aware that such information has been collected unintentionally, reasonable steps may be taken to delete or otherwise handle such information in accordance with Applicable Law.
Where operationally necessary and permitted by Applicable Law, Customer information may be processed or stored using infrastructure located in different jurisdictions, provided that appropriate safeguards are implemented.
Where the Platform becomes aware of a personal data breach affecting Customer information, it shall take reasonable steps to:
investigate the incident;
contain the impact;
mitigate risks;
comply with applicable legal notification requirements; and
implement appropriate corrective measures.
Customers may contact the Platform through the official privacy or customer support channels for matters relating to:
privacy requests;
personal information;
data correction;
data deletion;
consent withdrawal;
security concerns; or
other privacy-related enquiries.
Where required by Applicable Law, the Platform shall designate an appropriate contact person or grievance officer for privacy-related matters.
The Platform may revise this Privacy Notice from time to time to reflect:
changes in Applicable Law;
operational improvements;
technological developments;
security enhancements; or
modifications to Platform services.
The latest version published on the Platform shall apply from its effective date.
This Schedule forms an integral part of the ZEBENTO Customer Terms & Conditions and shall be read together with the Customer Terms & Conditions as amended from time to time.
SCHEDULE E
PROHIBITED ITEMS & RESTRICTED ORDERS
(Forming an Integral Part of the ZEBENTO Customer Terms & Conditions)
1. Purpose
This Schedule establishes the categories of goods, products, materials and activities that are prohibited or restricted on the ZEBENTO Platform.
Its purpose is to:
protect Customers, Providers and delivery personnel;
ensure compliance with Applicable Law;
maintain marketplace integrity;
promote public health and safety; and
reduce legal and operational risks.
2. Marketplace Scope
ZEBENTO operates as a technology-enabled marketplace primarily facilitating Orders for food and related lawful products offered by independent Providers.
Customers shall not use the Platform for any purpose inconsistent with this Schedule or Applicable Law.
3. Illegal Goods
Customers shall not use the Platform to purchase, request, facilitate or attempt to facilitate any goods or services that are unlawful under Applicable Law, including but not limited to:
stolen property;
counterfeit goods;
smuggled goods;
prohibited imports or exports;
pirated products;
forged documents; or
any other unlawful item.
4. Alcoholic Beverages
Unless expressly permitted by Applicable Law and separately authorised by the Platform, Orders shall not include:
alcoholic beverages;
liquor;
wine;
beer;
spirits; or
any other intoxicating alcoholic product.
If the Platform introduces such services in the future, separate terms, age verification requirements and legal compliance measures shall apply.
5. Tobacco & Nicotine Products
Unless specifically authorised by the Platform and permitted by Applicable Law, Customers shall not use the Platform to order:
cigarettes;
cigars;
bidis;
e-cigarettes;
vaping products;
nicotine pouches;
chewing tobacco;
hookah products; or
similar tobacco or nicotine products.
6. Narcotic Drugs & Psychotropic Substances
The Platform strictly prohibits the ordering, sale, purchase or delivery of:
narcotic drugs;
psychotropic substances;
recreational drugs;
illegal cannabis products;
controlled substances supplied without lawful authorisation; or
any substance prohibited under Applicable Law.
7. Prescription Medicines
The Platform shall not be used to order:
prescription medicines;
controlled pharmaceutical products;
scheduled drugs;
medical prescriptions;
prescription-only medical devices; or
regulated healthcare products,
unless the Platform expressly introduces such services in compliance with Applicable Law.
8. Weapons & Dangerous Articles
Customers shall not use the Platform to purchase or request:
firearms;
ammunition;
explosives;
explosive materials;
fireworks prohibited by law;
knives or other dangerous weapons where prohibited;
chemical weapons;
biological hazards; or
any dangerous article prohibited under Applicable Law.
9. Hazardous Materials
Orders shall not include:
toxic chemicals;
hazardous industrial materials;
radioactive substances;
corrosive materials;
flammable chemicals;
poisonous substances; or
any other dangerous material prohibited by law.
10. Wildlife & Protected Species
The Platform shall not facilitate Orders involving:
endangered species;
wildlife products prohibited by law;
protected animal parts;
illegal ivory;
illegal animal skins;
prohibited exotic animals; or
products derived from protected wildlife in violation of Applicable Law.
11. Human Organs & Biological Materials
Customers shall not use the Platform to facilitate any transaction involving:
human organs;
human tissue;
blood products;
biological samples;
embryos;
genetic material; or
any similar regulated biological material,
except where expressly permitted by Applicable Law and authorised by the Platform.
12. Obscene or Illegal Content
The Platform shall not be used for Orders involving:
obscene materials;
unlawful pornographic content;
child sexual abuse material;
content promoting exploitation;
content prohibited under Applicable Law; or
any other unlawful material.
13. Fraudulent Transactions
Customers shall not:
place fake Orders;
use stolen payment instruments;
impersonate another person;
misuse Customer Accounts;
manipulate payment systems;
engage in money laundering;
facilitate unlawful financial transactions; or
otherwise engage in fraudulent conduct.
14. Cash Handling Restrictions
Unless expressly authorised by the Platform:
Customers shall not use the Platform for:
transfer of cash;
cash deposits;
cash withdrawals;
money exchange;
informal lending;
collection of debts;
financial transfers unrelated to Orders; or
any unauthorised financial service.
15. Delivery Restrictions
Customers shall not request delivery personnel to:
transport prohibited goods;
carry additional unrecorded items;
perform unlawful errands;
deliver to unsafe locations where prohibited by law;
violate traffic or safety laws;
collect money outside the authorised Order process; or
undertake activities outside the authorised delivery.
16. Misuse of Special Instructions
Customers shall not use the Order instructions or chat features to:
request prohibited items;
threaten any person;
harass Providers or delivery personnel;
transmit unlawful messages;
solicit illegal services;
promote criminal activities; or
communicate content prohibited by Applicable Law.
17. Compliance Verification
The Platform may, where reasonably necessary:
verify Orders;
request additional information;
seek age verification where applicable;
refuse suspicious Orders;
delay processing pending verification;
cancel unlawful Orders; or
cooperate with competent authorities.
18. Right to Refuse or Cancel Orders
The Platform may refuse, suspend or cancel any Order where it reasonably believes that:
the Order violates this Schedule;
Applicable Law may be violated;
fraud is suspected;
customer safety may be compromised;
Provider safety may be compromised;
delivery personnel safety may be compromised;
regulatory compliance requires cancellation; or
the Platform would otherwise be exposed to legal risk.
19. Reporting Illegal Activity
Customers are encouraged to promptly report suspected:
illegal Orders;
fraudulent activities;
prohibited goods;
unlawful Provider conduct;
misuse of the Platform; or
safety concerns,
through the official reporting mechanisms available on the Platform.
Knowingly false reports may themselves constitute a violation of the Customer Terms & Conditions.
20. Consequences of Violation
Violation of this Schedule may result in one or more of the following actions:
rejection of the Order;
cancellation of the Order;
removal of promotional benefits;
temporary suspension of the Customer Account;
permanent termination of the Customer Account;
forfeiture of Platform Credits where permitted by Applicable Law;
recovery of losses suffered by the Platform; and
reporting to law enforcement or other competent authorities where required or appropriate.
The Platform shall exercise these rights reasonably and in accordance with Applicable Law.
21. Preservation of Statutory Rights
Nothing contained in this Schedule shall:
limit any non-waivable statutory rights available to Customers;
prevent Customers from approaching competent authorities where legally entitled;
exclude remedies available under Applicable Law; or
diminish obligations imposed upon the Platform by Applicable Law.
22. Amendments
The Platform may update this Schedule from time to time to reflect:
changes in Applicable Law;
regulatory requirements;
operational needs;
emerging safety risks;
new categories of prohibited goods; or
changes in Platform services.
SCHEDULE F
FEED THE HUNGRY INITIATIVE
(Forming an Integral Part of the ZEBENTO Customer Terms & Conditions)
1. Purpose
The Feed the Hungry Initiative ("Initiative") is a voluntary community welfare programme operated by ZEBENTO with the objective of facilitating the preparation and distribution of free meals to economically disadvantaged persons through eligible Providers.
The Initiative is intended to encourage social responsibility, reduce food insecurity and promote community participation through the Platform.
Participation in the Initiative by Customers is entirely voluntary.
2. Voluntary Contributions
Customers may voluntarily contribute such amount as may be permitted through the Platform towards the Feed the Hungry Initiative.
Participation in the Initiative shall:
be entirely optional;
not be a condition for placing Orders;
not affect access to Platform Services;
not influence the quality or availability of Platform Services; and
not provide any preferential treatment to contributing Customers.
Customers remain free to use the Platform irrespective of whether they choose to contribute.
3. Collection and Administration of Contributions
All voluntary contributions made under the Initiative shall be received, administered and utilised by the Platform solely for the purposes of operating the Initiative, subject to Applicable Law.
The Platform may aggregate contributions until an operational threshold determined by the Platform is reached before organising a community meal programme.
The Platform shall maintain reasonable internal records relating to contributions and programme implementation.
4. Utilisation of Contributions
Contributions collected under the Initiative may be used for purposes including:
preparation of meals;
packaging of meals;
distribution of meals;
payments to participating Providers for approved programme activities;
reasonable operational expenses directly connected with the Initiative; and
other legitimate expenses necessary for conducting the Initiative.
The Platform shall utilise contributions in a manner consistent with the objectives of the Initiative.
5. Selection of Programme Locations
The Platform shall have sole discretion in determining where community meal programmes shall be conducted.
In making such determination, the Platform may consider factors including:
geographical distribution of customer contributions;
identified community needs;
availability of suitable Providers;
operational feasibility;
safety considerations;
logistical requirements; and
any other relevant operational factors.
No Customer shall have the right to require the Platform to conduct a programme in any particular location.
6. Selection of Participating Providers
Community meal programmes may be conducted through Providers selected by the Platform.
Selection may be based upon factors including:
customer ratings;
customer reviews;
food quality;
food safety compliance;
operational capability;
service reliability;
previous programme performance; and
other objective quality standards determined by the Platform.
Selection of Providers shall remain entirely at the Platform's discretion.
7. Transparency and Programme Updates
To promote transparency, the Platform may publish information relating to completed community meal programmes, including:
programme dates;
general locations;
number of meals distributed;
participating Providers;
photographs or videos of programme activities;
community impact statistics; and
other information relating to the Initiative.
The Platform shall take reasonable steps to protect personal information in accordance with its Privacy Policy and Applicable Law.
8. Customer Acknowledgement
By making a voluntary contribution under the Initiative, the Customer acknowledges and agrees that:
the contribution is voluntary;
the contribution is intended solely for the objectives of the Initiative;
the Platform retains discretion regarding implementation of the Initiative;
programme execution may vary depending upon operational circumstances; and
the Customer acquires no ownership or control over the contributed amount.
9. No Refund of Voluntary Contributions
Unless required by Applicable Law or where a contribution cannot be successfully processed due to a technical or payment error, voluntary contributions made under the Initiative shall generally be non-refundable.
This Clause shall not affect any statutory rights available to the Customer.
10. No Ownership or Beneficial Interest
A voluntary contribution under the Initiative shall not create any ownership, trust, partnership, agency or beneficial interest in favour of the Customer over:
the contributions collected;
programme assets;
participating Providers;
programme funds; or
any activity undertaken pursuant to the Initiative.
The Customer shall not be entitled to direct or control the manner in which the Initiative is administered.
11. Branding and Public Awareness
The Platform may conduct community meal programmes under the ZEBENTO name and may use:
banners;
signage;
educational material;
awareness campaigns;
photographs;
videos; and
other promotional content,
for the purpose of promoting the Initiative and encouraging community participation.
The Platform shall take reasonable care to ensure that such promotional activities are conducted responsibly and in accordance with Applicable Law.
12. Modification, Suspension or Discontinuation
The Platform may, at its sole discretion:
modify the Initiative;
revise programme guidelines;
change eligibility criteria;
alter operational procedures;
suspend the Initiative; or
permanently discontinue the Initiative,
where reasonably necessary for operational, legal or commercial reasons.
Where the Initiative is discontinued, any unutilised contributions shall be applied towards the objectives of the Initiative or otherwise handled in accordance with Applicable Law and the Platform's published programme terms.
13. Limitation of Customer Rights
Participation in the Initiative shall not entitle the Customer to:
nominate beneficiaries;
nominate participating Providers;
determine meal quantities;
specify programme locations;
direct the utilisation of individual contributions;
supervise programme implementation; or
receive any financial return or compensation.
14. Preservation of Statutory Rights
Nothing contained in this Schedule shall:
exclude any statutory rights available under Applicable Law;
prevent Customers from approaching competent authorities where legally entitled;
limit remedies that cannot lawfully be excluded; or
reduce any non-waivable consumer protections.
15. Integral Part of the Agreement
This Schedule forms an integral part of the ZEBENTO Customer Terms & Conditions and shall be read together with all other provisions of the Agreement, as amended from time to time.
The latest published version shall apply from its effective date, subject to Applicable Law.
This Schedule forms an integral part of the ZEBENTO Customer Terms & Conditions and shall be read together with the Customer Terms & Conditions as amended from time to time.