Terms of Use

This agreement is between you and Taksham Enterprise, an MSME incorporated in India, which operates the Orderly.Food website and web application (together, the “Platform”). References to “Orderly.Food”, “we”, “us” and “our” are to that company.

The following documents are incorporated into and form part of these Terms: the Privacy Policy, the Refund Policy, the Food Safety Policy and, for persons who sell food through the Platform, the Seller Terms. In the event of conflict, the more specific document prevails in respect of its subject matter.

These Terms constitute an electronic record under the Information Technology Act, 2000 and the rules made under it. They do not require a physical or digital signature.

Orderly.Food is an online marketplace that enables independent home cooks (“Cooks”) to offer freshly prepared food for collection, and enables members of the public (“Buyers”) to reserve and pay for that food in advance and collect it in person.

We are an intermediary within the meaning of the Information Technology Act, 2000, and a marketplace e-commerce entity within the meaning of the Consumer Protection (E-Commerce) Rules, 2020. Accordingly:

1. Every contract for the sale of food is between the Buyer and the Cook. We are not a party to it, and we do not sell food.
2. We do not prepare, handle, store, package, transport or deliver food. Each Cook is an independent food business operator responsible for the food they sell.
3. We do not offer delivery of any kind. All orders are collected by the Buyer, in person, from the pickup point the Cook has registered.
4. We collect payment on behalf of Cooks through a licensed payment aggregator and remit it to them after deducting our commission, as described in the Seller Terms.

You must be at least eighteen years old and legally capable of entering into a binding contract under the Indian Contract Act, 1872 to use the Platform. By using it you represent that you are.

You may create an account with an email address and password, with a one-time code sent to your email, or by signing in with Google. You are responsible for all activity under your account and for keeping your credentials confidential. Notify us at once at support@orderly.food if you believe your account has been accessed without authority.

Information you provide must be accurate and kept current. We may suspend or close an account that we reasonably believe was created with false information, belongs to a person under eighteen, or is being used in breach of these Terms.

Listings. A listing describes a dish, its price, the number of portions available and a pickup window. A listing is an invitation to treat; your reservation is an offer to buy, which is accepted when payment is verified and the order is confirmed.

Prepayment. All orders must be paid for in full at the time of reservation. Payment at collection is not offered and Cooks are not permitted to accept it. Payment is processed by a payment aggregator licensed by the Reserve Bank of India; we do not receive or store card, UPI or banking credentials.

Price. The price shown at checkout is the total you will pay, inclusive of any platform fee and applicable taxes. Taxes on the food itself, where applicable, are the responsibility of the Cook as the seller.

Collection. Once an order is confirmed, the pickup address is released to you for the day of the pickup window. You must collect the order in person, or through a person you nominate, within the window shown. Handover is confirmed by a one-time pickup code, which you must not share other than with the person collecting on your behalf. An order not collected within the window is treated as described in the Refund Policy.

Cancellation and refunds. Your rights to cancel, and the circumstances in which a refund is made, are set out in the Refund Policy, which forms part of these Terms.

Every Cook on the Platform holds an FSSAI registration and has signed a hygiene declaration, both of which we verify before the kitchen is permitted to sell. Verification is not a guarantee. Home kitchens are not commercial premises, and the food is not prepared in an allergen-controlled environment.

Listings state the ingredients and allergens declared by the Cook. If you have an allergy or intolerance, you must read the listing and, where in doubt, not order. We cannot verify the accuracy of a Cook’s allergen declaration and accept no liability for reliance upon it. Food should be consumed within the period reasonable for freshly cooked food and stored appropriately after collection.

If you believe food you collected was unsafe or misdescribed, report it through the order within the Platform. We treat food-safety reports as described in the Food Safety Policy, and we may share them with the Food Safety and Standards Authority of India or a State Food Safety Commissioner where required.

Buyers may rate and review a meal only after paying for and collecting it. Reviews must be honest, based on your own experience, and must not contain unlawful, defamatory, obscene or discriminatory material, or the personal information of any person. We may remove a review that breaches this section and may suspend the account responsible.

By submitting a review, photograph or other content, you grant us a non-exclusive, royalty-free, worldwide licence to display, reproduce and adapt it in connection with operating and promoting the Platform. You retain ownership. Cooks grant an equivalent licence in respect of listings, kitchen photographs and profile content under the Seller Terms.

You must not:

1. attempt to obtain a Cook’s address, contact details or precise location other than through a paid order for which it is released to you;
2. share a released pickup address with anyone other than the person collecting the order, or retain it for any other purpose;
3. contact a Cook or Buyer outside the Platform for the purpose of transacting off-platform, harassment, or any purpose unrelated to an order;
4. place orders you do not intend to collect, or use the Platform to reserve portions in order to deprive others of them;
5. manipulate ratings, submit reviews for orders you did not collect, or solicit or offer payment for reviews;
6. scrape, crawl, enumerate or otherwise systematically extract data from the Platform, or probe or interfere with its security or infrastructure;
7. impersonate any person, misrepresent your affiliation, or provide false information in an account or application; or
8. use the Platform for any purpose that is unlawful, or that infringes the rights of any person.

We may investigate suspected breaches, suspend or terminate the accounts involved, cancel affected orders, withhold amounts connected with the breach, and report conduct to law-enforcement authorities.

You may close your account at any time by writing to us. Orders already paid for will be completed or refunded in accordance with the Refund Policy, and amounts owed to a Cook will be settled in accordance with the Seller Terms.

We may suspend or terminate your access, with notice where practicable, if you breach these Terms, if required by law or a regulator, if we reasonably suspect fraud or a risk to the safety of any person, or if we discontinue the Platform. Suspension of a Cook removes every live listing from the marketplace immediately. Sections 6, 9, 10, 11 and 13 survive termination.

The Platform, including its software, design, text, graphics, the Orderly.Food name, wordmark and brand mark, is owned by us or our licensors and is protected by copyright, trade-mark and other laws. You are granted a limited, revocable, non-transferable licence to use the Platform for its intended purpose. Nothing in these Terms transfers any intellectual property to you, and you must not copy, modify, distribute or create derivative works from any part of the Platform except as expressly permitted.

The Platform is provided on an “as is” and “as available” basis. To the fullest extent permitted by law, we disclaim all warranties, express or implied, including as to merchantability, fitness for a particular purpose and non-infringement. We do not warrant that the Platform will be uninterrupted or error-free, that any listing will remain available, or that any Cook will fulfil an order.

As an intermediary, we do not endorse any Cook or any food offered, and we do not make any representation as to its quality, safety, nutritional content or fitness for consumption. Verification of a Cook’s FSSAI registration and hygiene declaration is a condition of participation, not a warranty by us.

Nothing in these Terms excludes or limits liability that cannot be excluded or limited under Indian law, including under the Consumer Protection Act, 2019.

Subject to that, and to the fullest extent permitted by law: (a) the Cook, and not Orderly.Food, is responsible for the food sold, including its safety, description, allergen information and compliance with the Food Safety and Standards Act, 2006; (b) our total liability to you arising out of or in connection with any order shall not exceed the amount you paid for that order; and (c) we shall not be liable for any indirect, incidental, special or consequential loss, or for loss of profit, business or goodwill, however arising.

Where the law confers rights on you as a consumer against a marketplace e-commerce entity, those rights are unaffected, and our grievance mechanism in Section 13 is available to you.

You agree to indemnify and hold harmless Orderly.Food, its directors, employees and agents from and against any claim, loss, liability, cost or expense (including reasonable legal fees) arising from your breach of these Terms, your misuse of the Platform, your violation of any law or the rights of any third party, or, if you are a Cook, the food you sell.

In accordance with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Consumer Protection (E-Commerce) Rules, 2020, we have appointed a Grievance Officer. Complaints may be raised through the order concerned within the Platform, or by writing to:

Grievance Officer, Orderly.Food
support@orderly.food

We acknowledge every grievance within forty-eight hours and resolve it within one month of receipt, or within any shorter period the applicable rules prescribe. Grievances concerning personal data are handled under the Privacy Policy. Nothing in this section limits your right to approach a consumer forum, the Data Protection Board of India or any other authority.

We may amend these Terms from time to time. The effective date at the top reflects the current version. Material changes will be notified to you by email or within the Platform at least seven days before they take effect, except where a change is required by law or is necessary to address a risk to safety, in which case it may take effect immediately. Orders already confirmed are governed by the Terms in force when they were placed. Continued use of the Platform after a change takes effect constitutes acceptance of it.

Governing law and jurisdiction. These Terms are governed by the laws of India. Subject to Section 13 and to any non-excludable right you have to bring proceedings elsewhere, the courts at Chittaurgarh, Rajasthan, India have exclusive jurisdiction.

Entire agreement. These Terms, together with the documents incorporated in Section 1, are the entire agreement between you and us concerning the Platform and supersede any prior agreement.

Severability. If any provision is held invalid or unenforceable, it shall be enforced to the maximum extent permissible and the remaining provisions shall continue in full force.

No waiver. A failure to enforce any provision is not a waiver of the right to enforce it later.

Assignment. You may not assign your rights under these Terms. We may assign them to a successor in connection with a merger, acquisition or reorganisation, on notice to you.

Notices. We may give you notice by email to the address on your account or within the Platform. You may give us notice at support@orderly.food.