Terms & Conditions

1. Introduction

Welcome to Aapi Jau ("Platform", "we", "us", or "our") — an on-demand food, grocery, and parcel delivery platform that connects Customers with local Vendors and Delivery Partners within serviceable areas across India.

Aapi Jau is operated by [Legal Entity Name], having its registered office at [Registered Business Address, City, State, PIN, India]. References to "Aapi Jau" in these Terms mean the applicable operating legal entity.

By downloading, registering, accessing, or using the Aapi Jau mobile application, website, or any associated service, you ("User") agree to be legally bound by these Terms and Conditions ("Terms"). If you do not agree, please discontinue use of the Platform immediately.

These Terms constitute a legally binding agreement between you and Aapi Jau and are governed by applicable laws of India.

2. Definitions

3. Eligibility

You must be at least 18 years of age to register and use the Platform. By using the Platform, you represent and warrant that:

• You have the legal capacity to enter into a binding agreement under Indian law.
• All information provided during registration is accurate, current, and complete.
• You will maintain and promptly update such information as required.

The Platform reserves the right to refuse access or suspend or terminate accounts in cases of misrepresentation, fraud, violation of these Terms, or violation of applicable law, subject to any non-waivable statutory rights.

4. Account Registration

Registration requires a valid mobile number and/or email address. You are responsible for maintaining the confidentiality of your account credentials and for activity occurring under your account.

Notify us immediately at [support@aapijau.com] if you suspect unauthorized access. The Platform may suspend or terminate accounts found to be in violation of these Terms or applicable law.

5. Customer Terms

5.1 Browsing & Ordering

Customers may browse approved Vendors, add items to the cart, and place orders through the Platform. Orders can only be placed within active serviceable cities and pincodes as configured by the Admin.

5.2 Order Placement

By confirming an order, the Customer enters into a direct transaction with the Vendor for the listed goods or food, while Aapi Jau provides technology, ordering, payment facilitation, and delivery-coordination services as applicable. Nothing in this clause limits obligations imposed on Aapi Jau by applicable law.

5.3 Payment

Customers must pay using the payment methods displayed in the Platform at checkout, which may include UPI, debit/credit card, or other supported methods.

Payments may be processed through one or more authorized third-party payment gateway providers engaged by Aapi Jau from time to time. Aapi Jau does not store full card or UPI credentials unless expressly stated and lawfully permitted. The applicable payment gateway terms may also apply.

5.4 Delivery Address

Customers are responsible for providing accurate and complete delivery addresses. Aapi Jau may not be responsible for failed or delayed deliveries attributable to materially incorrect or incomplete address information, subject to applicable law.

5.5 Real-Time Tracking

Customers may track order status and, where enabled, the assigned Delivery Partner location in real time through the map/navigation provider integrated with the Platform.

5.6 Cancellation & Refunds

Cancellation and refund eligibility depends on the status of the order and the reason for cancellation or service failure. Orders may become non-cancellable once preparation, procurement, or pickup has commenced. Refunds, credits, or reversals may be available in circumstances such as payment failure, non-delivery, incorrect or missing items, cancellation attributable to the Vendor/Platform, or other circumstances covered by the applicable Cancellation & Refund Policy and applicable law. The Cancellation & Refund Policy forms part of these Terms.

5.7 Ratings & Reviews

Post-delivery, Customers may rate Vendors and individual items. Reviews must be genuine, lawful, and non-defamatory. The Platform may remove reviews that violate community guidelines, these Terms, or applicable law.

6. Vendor Terms

6.1 Onboarding & Verification

Vendors must complete registration and submit applicable KYC/KYB and business-compliance documents, which may include FSSAI registration/licence, PAN, GST registration where applicable, business registration, bank details, and identity/address proof. Aadhaar should be collected only where legally permitted, necessary, and supported by an appropriate verification process; alternative documents may be accepted where applicable.

6.2 Vendor Responsibilities

Vendors are solely responsible for:

• The quality, accuracy, legality, and availability of products/services listed.
• Accurate pricing, descriptions, ingredient/allergen or other mandatory food information where applicable, and timely order preparation.
• Maintaining valid FSSAI registration/licence and complying with applicable food safety, hygiene, packaging, labelling, and local licensing requirements.
• Maintaining safe and hygienic food preparation and packaging practices and providing information reasonably requested for regulatory compliance.
• Accurate status updates throughout the order lifecycle.

Vendors may also be required to enter into a separate Vendor Agreement governing commercial terms, settlements, compliance obligations, taxes, promotions, refunds, and other operational matters.

6.3 Commission and Customer-Facing Charges

Vendor commission, where applicable, is deducted from Vendor earnings under the Vendor Agreement or applicable category rate. Vendor commission is not automatically added to the Customer price.

The amount payable by a Customer may comprise: Product Price + separately disclosed Customer Platform/Convenience/Handling Fee (if any) + Delivery Charges + Applicable Taxes - Discounts/Credits (if any). All customer-facing charges must be shown before the Customer confirms payment.

Commission rates and other Vendor commercial terms may be revised with prior notice in accordance with the Vendor Agreement and applicable law.

6.4 Settlement

Vendor settlements are processed according to the payout schedule communicated to Vendors and transferred to the Vendor's registered bank account after applicable deductions. Settlements may be withheld or adjusted where reasonably necessary for disputes, refunds, fraud review, chargebacks, legal requirements, or policy violations, subject to the Vendor Agreement and applicable law.

6.5 Product Listings

Vendors must ensure all listed items are accurate, available, and legally compliant. Prohibited, counterfeit, unsafe, expired, recalled, or unlawfully listed products may be removed and may result in account suspension or termination.

7. Delivery Partner Terms

7.1 Onboarding & KYC

Delivery Partners must register and submit KYC, bank, driving and vehicle documents reasonably required for onboarding and legal compliance. Aadhaar should be collected only where legally permitted, necessary, and supported by an appropriate verification process; alternative documents may be accepted where applicable.

7.2 Independent Contractor Status

Delivery Partners operate under the relationship set out in the applicable Delivery Partner Agreement. Where structured as independent contractors, they are not employees, agents, or representatives of Aapi Jau merely by reason of using the Platform, subject to applicable law. The Platform does not guarantee a minimum number of assignments or earnings.

7.3 Responsibilities

Delivery Partners are responsible for maintaining valid vehicle documents and insurance where required, accurate status updates, professional conduct, reasonable care of food/goods/parcels in their custody, safe and hygienic delivery practices, confidentiality of Customer data, and accurate online/offline availability status.

7.4 Multi-Order Batching

Delivery Partners may receive batched delivery requests. Acceptance or declination is subject to the rules and incentives displayed in the Platform and the applicable Delivery Partner Agreement. Any effect of repeated rejections on assignment eligibility should be disclosed transparently.

7.5 Earnings & Withdrawal

Delivery Partners may view earnings on the Platform and request or receive payout to their registered bank account according to the applicable payout schedule and Delivery Partner Agreement.

8. Parcel Delivery Module

The parcel delivery service enables Customers to send packages within serviceable intra-city areas using the Aapi Jau Delivery Partner network.

8.1 Prohibited or Restricted Items

• Illegal, contraband, narcotic, controlled, stolen, or unlawfully possessed items.
• Hazardous, flammable, explosive, corrosive, radioactive, toxic, or otherwise dangerous materials.
• Weapons, firearms, ammunition, or items prohibited or restricted by law.
• Currency, negotiable instruments, bearer instruments, or exceptionally high-value articles unless expressly accepted by Aapi Jau.
• Alcohol, tobacco/nicotine products, prescription/restricted medicines, or other regulated goods except where the Platform expressly permits them and all legal conditions are satisfied.
• Live animals, human remains, obscene/unlawful content, or goods requiring special transport authorization that Aapi Jau does not support.
• Any item prohibited under applicable Indian law or Platform policy.

8.2 Sender Responsibility

The sender is responsible for truthful declaration of parcel contents, lawful ownership/possession, safe and adequate packaging, compliance with size/weight limits displayed by the Platform, and ensuring no prohibited or restricted item is included. Aapi Jau may refuse, cancel, inspect where legally permitted, or seek additional information about a suspicious or non-compliant parcel.

8.3 Pricing, Declared Value & Claims

Parcel delivery charges may be calculated using distance, size/weight category, handling requirements, service level, taxes, and other disclosed factors. The Platform may require a declared value and may impose maximum value, weight, or dimension limits. Any loss/damage claim, proof requirement, exclusions, and compensation cap will be governed by the applicable Parcel Delivery Policy and applicable law.

9. Platform Role & Liability

Aapi Jau operates a technology and delivery-coordination platform connecting Customers, Vendors, and Delivery Partners. Vendors remain responsible for the products/food they sell, and Delivery Partners remain responsible for reasonable care while carrying orders, subject to applicable law and the relevant agreements.

To the extent permitted by law, Aapi Jau is not responsible for losses caused solely by Vendor product quality/safety failures, user-provided incorrect information, force majeure events, or sender packaging defects. This does not exclude liability that cannot lawfully be excluded or restricted, including statutory consumer rights.

Subject to applicable law and any non-excludable rights, Aapi Jau's aggregate liability for a claim relating to a specific order may be limited to the amount paid or payable for that order, except where a higher liability is required by law.

10. Serviceability

The Platform operates within configured serviceable cities, areas, and pincodes. Serviceability may change based on operational, regulatory, capacity, weather, safety, or other legitimate considerations.

10A. Cancellation, Refund & Payment Failure Policy

Payments are not automatically non-refundable in every circumstance. Refund or cancellation eligibility will be determined according to the order status, the reason for failure/cancellation, the applicable Cancellation & Refund Policy, and applicable law.

Customers should review items, quantities, charges, and delivery address before confirming payment. Once preparation or pickup has commenced, cancellation may be restricted or a cancellation charge may apply where legally permitted and transparently disclosed.

Where an amount is debited but the order is not successfully confirmed, Aapi Jau will assist with reconciliation through the applicable payment gateway. Any reversal timeline may depend on the gateway, bank, UPI provider, or card network, subject to applicable law.

10B. Failed Delivery & Customer Non-Acceptance

This policy applies when an order has been prepared by the Vendor and picked up by the Delivery Partner, but the Customer refuses to accept the delivery or is unavailable at the delivery location.

10B.1 Customer Liability on Non-Acceptance

After pickup, an order may be treated as in transit and may no longer be returnable, particularly for prepared food or perishable goods. If the Customer refuses delivery, is unreachable, or is absent without a valid prior cancellation, the Customer may remain responsible for the order amount and applicable charges, subject to evidence review, the Cancellation & Refund Policy, and applicable law.

10B.2 Delivery Partner Ticket Process

1. Attempt delivery at the provided address and make at least two reasonable contact attempts, plus an in-app/SMS notification where available, and wait for the reasonable period displayed or communicated by the Platform.
2. Raise a support ticket through the Platform's incident reporting system.
3. Submit proportionate supporting proof, which may include a delivery-location photograph, GPS/timestamp confirmation, and call-attempt records, while avoiding unnecessary capture of unrelated persons or sensitive information.

The Admin team will review the ticket and supporting proof before applying an Outstanding Due or other account restriction.

10B.3 Outstanding Due & Account Restriction

Where a failed delivery is verified and an amount is properly payable, the Outstanding Due may be displayed on the Customer account and new order placement may be restricted until the due is paid or the dispute is resolved. The Customer will be provided a reasonable method to review and dispute the charge.

10B.4 Dispute by Customer

A Customer who believes an Outstanding Due was applied incorrectly may contact [support@aapijau.com] within the timeframe displayed in the Platform or otherwise provided in the notice. Aapi Jau will review the Delivery Partner evidence and the Customer's explanation and communicate an internal decision. Nothing in this process limits any statutory rights or remedies available to the Customer under applicable law.

11. Prohibited Conduct

Users are strictly prohibited from:

• Providing false or misleading information during registration or any transaction.
• Impersonating another person or entity.
• Using the Platform for fraudulent, illegal, abusive, or unauthorized purposes.
• Attempting to reverse-engineer, hack, disable, overload, or disrupt the Platform.
• Placing fake or malicious orders.
• Manipulating ratings, reviews, pricing, assignments, promotions, or Platform algorithms.
• Harassing, threatening, discriminating against, or otherwise harming Customers, Vendors, Delivery Partners, or Platform personnel.

Violation may result in content removal, account restriction, suspension, termination, recovery of losses where legally permitted, and/or legal action.

12. Intellectual Property

All content, trademarks, logos, design elements, software, and data on the Platform are owned by or licensed to Aapi Jau. Users receive a limited, revocable, non-exclusive, non-transferable right to use the Platform for its intended purpose only.

Users must not reproduce, distribute, modify, sell, license, or create derivative works from Platform content except as permitted by law or with prior written consent.

13. Privacy

Personal data is handled in accordance with the Aapi Jau Privacy Policy. Use of the Platform does not by itself replace any separate consent or permission that applicable law requires for a specific processing activity. Where consent is required, Aapi Jau will seek it through an appropriate notice or affirmative action and provide withdrawal mechanisms as applicable.

14. Third-Party Services

The Platform may integrate with third-party payment gateways, maps/navigation providers, cloud infrastructure providers, messaging/OTP services, analytics, and push-notification providers. The specific providers used in production may change from time to time and are described in the Privacy Policy or relevant in-app notices. Third-party services may also be governed by their own terms and privacy policies.

14A. Taxes, Invoices, Discounts & Promotions

The Vendor is responsible for issuing the invoice/receipt for goods or food where required by law, and Aapi Jau may issue a separate invoice/receipt for platform, delivery, convenience, handling, advertising, or other services where applicable. GST and other taxes will be charged and reported by the responsible party in accordance with applicable law. Discounts, coupons, credits, and promotions may be funded by Aapi Jau, Vendors, or third parties and may be subject to separate terms.

15. Disclaimers

The Platform is provided on an "as is" and "as available" basis to the extent permitted by law. Aapi Jau does not guarantee uninterrupted or error-free availability, but this clause does not exclude warranties, guarantees, or rights that cannot lawfully be excluded.

16. Limitation of Liability

To the maximum extent permitted by applicable law, Aapi Jau and its officers, employees, and affiliates will not be liable for indirect, incidental, special, or consequential losses arising solely from use of the Platform. Nothing in these Terms excludes or limits liability that cannot be excluded or limited under applicable law.

17. Indemnification

To the extent permitted by law, you agree to indemnify Aapi Jau and its affiliates, officers, employees, and agents against third-party claims and losses arising from your unlawful use of the Platform, material breach of these Terms, or infringement of third-party rights, except to the extent caused by Aapi Jau's own breach, negligence, or unlawful conduct.

18. Governing Law & Jurisdiction

These Terms are governed by the laws of India, including applicable provisions of the Indian Contract Act, 1872, Information Technology Act, 2000, Consumer Protection Act, 2019, and other applicable laws. Subject to any jurisdiction that cannot be contractually excluded, disputes may be brought before the competent courts at [City, State], India.

19. Dispute Resolution

The parties should first attempt good-faith resolution through support/grievance channels. If a dispute remains unresolved, the parties may use arbitration where legally valid and appropriate under the Arbitration and Conciliation Act, 1996, with seat/venue at [City], India, in English. Nothing in this clause prevents a consumer from using any non-waivable statutory grievance or consumer-dispute remedy available under applicable law.

20. Modifications to Terms

Aapi Jau may update these Terms to reflect changes in law, services, pricing models, or operational practices. Updated Terms will display a revised "Last Updated" date. Material changes will be notified through the Platform, email, or another reasonable method where appropriate, and additional consent will be obtained where required by law.

21. Termination

Aapi Jau may restrict, suspend, or terminate an account for material breach, fraud, safety risk, repeated misuse, non-payment, or legal/regulatory reasons. Where appropriate and legally required, notice or an opportunity to remedy may be provided. Termination does not extinguish accrued payment obligations, valid claims, statutory rights, or lawful data-retention obligations.

22. Contact Information

By using the Aapi Jau Platform, you acknowledge that you have read and understood these Terms and agree to be bound by them, subject to applicable law.