As updated on: [Jan 25 2023]

Welcome to Zoofood, we ZOOFOOD PRIVATE LIMITED (Zoofood) a company incorporated under the Companies Act, 2013 and having its registered office at B-247, SWARN NAGRI, GREATER NOIDA, Gautam Buddha Nagar Uttar Pradesh, PIN- 201308 IN

It is a platform which bridges the gap between customers and the restaurants. It enables the users to get hot fresh cuisines delivered directly to their doorstep though our very capable delivery boys.

Zoofood ensures and acknowledges that all the information provided to us are of sensitive nature and we at zoofood make a commitment to protect such information with utmost care and security.

We are processing your personal information in accordance with this policy by using this website and providing your personal information. By registering on the site or by downloading our mobile application and providing your contact details (telephone, email, mobile number, shipping address, credit card details etc), for the purposes of telemarketing laws, this action constitutes your consent to receive information about products and services. You agree that we may contact you in connection with the commercial relationship we've formed using the data you've given us. Please read the Terms of Data Use Policy and use it to help you make informed decisions.

This Privacy Policy sets out how Zoofood Private limited (hereinafter referred to as “we”, “us”, “our” or “Company”) uses and protects the personal information you provide when visiting By using this Site https://zoofood.in , you agree to the collection and use of your information in accordance with this Privacy Policy.

We reserve the right to periodically modify this privacy statement to reflect changes to our operational procedures.

This Indenture of Privacy Policy along with the Terms and Conditions, Website Disclaimer, Refund and Cancellation Policies and pricing policies altogether constitutes a contract between you and the Company.

The Company affirms reasonable duty of care with respect to the contents of “the Site”, data security, data policy and consumer support services provided or to be provided by “the Company". However, under no circumstances shall we have any liability for any loss or damage caused to user or visitor subsequent to use of the site in any manner.

You may find links to other websites (External Links) not operated by us, but which are accessible from our website. Such websites are not covered by this privacy statement, so you should review the privacy statement before visiting any such website.

There may be changes or updates to these Website Policies and Terms of Use from time to time to meet new requirements and standards. Consequently, we encourage you to regularly check these sections to stay up-to-date with website changes.

WE DO NOT ENDORSE, WARRANT, GUARANTEE OR ASSUME RESPONSIBILITY FOR ANY ACCURACY OR RELIABILITY OF INFORMATION OFFERED BY LINKED SITES OR ANY WEBSITE OR INFORMATION LINKED IN ANY BANNER OR OTHER ADVERTISING.

Information You Actively Provide through our Services

By actively providing personal information when using our Services, you can do all the things associated with online services. You may provide us with information such as your name, address, phone number, email address, personal preferences, payment card number, order information, demographic information, and responses to surveys.

You agree to submit information that is accurate, truthful, and up-to-date. You can request access to, modify, delete, or have all of your information removed by contacting us at ___________________(Email)

We may collect a variety of information from you, including your name, password, mailing address, phone number, email address and contact preferences, bank account details, including any other usage and interaction details with us or our affiliates. We may gather data that, when combined with other pieces of information we have on hand, fairly enables us to identify you (hence, "Personal Information"). Personal information includes things like your full name, mobile or home phone number, mailing address, email, gender, and birth date.

Additionally, we may collect, receive, process, or store certain sensitive personal data or information, such as:

Use of Information Collected

You may provide us with Personal Information and Sensitive Personal Data for the following purposes:

Payments

You may be required to provide financial information to a third-party payment gateway provider, including, but not limited to, your credit/debit card number or your bank account number (collectively, “Financial Information”). Financial information collected by third party payment gateway providers will be used only to process your billing and payments. In accordance with reasonable technology standards, Financial Information collected from you is transacted via secure digital platforms of approved payment gateways. We shall not have any role to play in verifying Financial Information, and hence, we will not be liable for the process of authentication. Neither we nor our payment gateway providers shall be responsible for any actions or inactions on their part or for any breach of their representations and warranties. Furthermore, we are not obligated to mediate or resolve any disputes or disagreements between you and such third-party payment service providers.

Security

We are committed to protecting your personal information. To protect the Personal Information it holds under its control from unauthorized access, improper use or disclosure, unauthorized modification, unlawful destruction or accidental loss, we have implemented security policies, rules and technical measures, as required by applicable law, including firewalls, transport layer security, and other physical and electronic security measures.

It is only accessible to authorized persons who have access rights to these systems or are otherwise required to access the information for the purposes specified in this policy to access the information. Authorized persons are also required to maintain the confidentiality of such information.

It is our intention to transmit and store all your information in a secure operating environment that is not accessible to the public. However, you understand and acknowledge that there is no such thing as complete security. We cannot guarantee that any information will not be disclosed unintentionally or that security breaches will not occur. You agree we are not responsible for any breach of security or for the actions of any third parties that receive your Personal Information or for events outside of our reasonable control, such as acts of government, computer hacking, unauthorized access to computer data and storage devices, computer crashes, or a breach of security or encryption.

Safety and Security Tips

A. Protect your passwords.

B. Ensure your Personal Computer is protected:

C. Tips to bear in mind:

Terms of Use, Notices, and Revisions

You are subject to this Notice and our Terms of Use, including limitations on damages, dispute resolution, and the application of Indian law, if you choose to visit this site.

We will try to resolve any concerns you have about privacy on our website if you contact us with a detailed description. You should check our web site frequently to see the latest changes to our Privacy Policy and Terms of Use. Your account information is covered by our current Privacy Policy, unless otherwise stated.

Web Beacons And Tracking Links

Tracking links, web beacons (also referred clear gifs and pixel tags), and/or similar technology which consist of a few lines code and are embedded on the pages of our website. These web beacons may relay some information to third parties such as our service providers and may be used in order to track customer response to certain advertising, to better target interactive advertising and enhancing customer support and usability Theses web beacons may or may not be visible to the users of the website. You may be able to prevent such web beacons from accessing this information about you if you reject our cookies policy (please refer below).

Cookies

To analyze the flow of our website, measure promotional effectiveness, and promote trust and safety, we employ data collection devices such as "cookies" on certain pages. "Cookies" are small files placed on your computer's hard drive that help us provide our services. A "cookie" is required to access certain features. During a session, cookies also make it easier for you to enter your password less frequently. We may also use cookies to deliver targeted information based on your interests. At the end of a session, most cookies are automatically deleted from your hard drive. If your browser permits, you may decline our cookies, but you may not be able to use the website's features and may be required to re-enter your password more frequently.

(1) Identification policy

The user may refrain from revealing its identity while accessing our website, the user may freely use our website. If you wish you remain anonymous, while using our website do not sign up for the website or provide any information which may identify you. However, your usage on our website will be restricted if you do not provide us with the relevant information and you may not be able to access all our exclusive services. Your information will be asked only if you log in or register in our website as a user.

To complete a purchase, you do not need to register on our website, but you may be required to provide billing, shipping, and/or payment information.

(2) How we mutually benefit from your personally identifiable information

Marketing Emails

If you have chosen to provide us with personal information, we may use that information to send you emails such as newsletters, surveys, or other promotional content. For registered users, you may edit your details and consent to receive email and other communication in the 'Profile' section if you no longer wish to receive these emails.

Text Messages

If you have chosen to leave your mobile phone number with us, you may receive text message/SMS alerts containing product and event information, any new launches, offers or promotions on your mobile phone. You will never receive an unsolicited text message on your mobile device from us. Zoofood does not charge any fee for you to receive any text message from us. It is possible, however, that your mobile service provider will charge you every time you send or receive a text message, or for airtime, as well as for any other standard rate.

Telephone Calls

If you have chosen to leave your mobile phone number or landline number on our website, you may receive phone calls containing product and event information, promotions, new launches or offer updates on your mobile phone or landline phone.

Communications To Serve You

We may contact you regarding your customer service requests or questions if you provide us with your contact information. We may contact you by email, letters and other means if you have provided us with your contact information.

Employment

We will treat your personal information as confidential if you provide us with personal information regarding employment, such as a resume. We will only use such personal information to consider you for current and future employment opportunities and to contact you regarding employment with us or our affiliates. Unless you tell us not to retain your information, we will retain your information for future recruitment opportunities.

The term "Affiliate" refers to a person or entity controlled by, or controlled by, our company directly or indirectly through one or more intermediaries.

Special Events, Questionnaires and Surveys

On a special occasion, we may sponsor special events (such as contests, promotions or other offerings), questionnaires and surveys. These promotions may have specific rules explaining how your personal information will be handled. Before participating, we strongly recommend reviewing any applicable rules. Special events, questionnaires, and surveys are not subject to specific rules to some extent. The processing of personal information is governed by this Privacy Policy and the purposes it sets forth.

Website Disclaimer:

We, Zoofood Delivery India Pvt. Ltd, (“Zoofood”, “we”, “our”, “us”) do hereby provide the following information on https://zoofood.in . As a user, you acknowledge and agree that the Services are provided "as is" and "as available". To the fullest extent permitted by applicable law, Zoofood, its affiliates, branches, subsidiaries, and licensors, and their respective officers, directors, employees, agents, affiliates, branches, subsidiaries, and licensors disclaim all warranties, express or implied.

This website provides information, and we do our best to keep it accurate and up-to-date, but we do not make any representations or warranties about the completeness, accuracy, reliability, suitability or availability of any of the information, products, services, or related graphics contained on the website, express or implied. Changes/improvements are periodically made to the sites/services and to the information therein.

Zoofood and its affiliates will not be a party to or in any way be responsible for monitoring any transaction between you and third-party providers of products or services. The services are provided to you solely for the purpose of communicating and interacting with other customers and parties associated with the Services.

Zoofood affirms reasonable duty of care with respect to the contents of “the Site”, data security, data policy, consumer support services, software support, technological support provided or to be provided by Zoofood. However, under no circumstances shall we have any liability for any loss or damage caused to the user or visitor subsequent to use of the site in any manner.

We, hereby assures quality services and professional approach towards the Delivery Services provided us. However, nothing in this indenture shall be considered as presumption with respect to any warranty, title or non-infringement of Intellectual property unless specifically communicated to the user or the client in any manner whatsoever. The claim and warranties with respect to unimpaired software, product and services are subject to reasonable duty of care and shall be in consideration with prevailing market conditions.

Linked site: This website may contain links to other websites operated by third parties (“linked sites”). You allow that, when you click on a link to visit a linked site. You acknowledge that, we do not endorse, warrant, guarantee or assume responsibility for any accuracy or reliability of information offered by linked sites or any website or information linked in any banner or other advertising.

Zoofood and our affiliates agree to be indemnified, defended, and held harmless from third-party claims, damages, actions, proceedings, demands, losses, liabilities, costs and expenses (including reasonable legal fees) arising as a result of, or in connection with (i)your unauthorized use of the Services, or products or services included or advertised in the Services; (ii) Your Content, (iii) your access to and use of the Services; (iv) your violation of any rights of another party; or (v) your violation of these terms, which may include—but is not limited to—any infringement on your part of intellectual property rights or another party's copyright.

Refund and Cancellation Policy:

Cancellation:

Cancellation on the part of the customer:

As a general rule, customers cannot cancel orders once placed. Customer has a right to cancel the order within 1 minute of placing the order. However, subject to customer’s previous cancellation history, Zoofood reserves the right to deny any refund to customer pursuant to a cancellation initiated by customer even if the same is within one-minute followed by suspension of account, as may be necessary in the sole discretion of Zoofood.

If Customer cancels his/her orders after one minute of placing it, Zoofood will have a right to charge 100% penalty of the order amount for breach of Terms of Use as a compensation for the damages suffered by Zoofood, with a right to either not to refund the order value in case Customer’s Order is prepaid or recover from the Customer’s subsequent order in case his/her Order is post-paid, to compensate the Restaurant partner and Delivery partner.

Cancellation from Zoofood:

Zoofood reserves the right to collect a penalty for the orders constrained to be cancelled by Zoofood for reasons not attributable to Zoofood, including but not limited to:

In case of cancellations for the reasons attributable to Zoofood or the Restaurant partner and Delivery partner, Zoofood shall not collect any penalty from the Customer.

Refund:

1. Customer shall be entitled to the full refund only in the following conditions:

The refund policy applies only to orders paid for by debit card, net banking, or Paytm. In the case of cash-on-delivery payments, the refund amount will be transferred to the user's app under the section gift foods. When placing the next order, the user can use the food gift.

In order to initiate a refund, the Customer shall produce the photographs of the food and send it to the email address of Zoofood. After 24 hours, the Customer shall be refunded with the amount.

Before initiating the refund, Zoofood shall confirm with the Restaurant partner and the delivery personnel about the food item. If it is found that the food was not damaged at the time of the delivery by the delivery personnel or the food was properly cooked by the Restaurant, then in such case, no refund shall be initiated by the Zoofood.

REACH OUT TO US

We are more than happy to help and resolve your queries. Feel free to write to us at __________________(EMAIL). Our customer support team will get back to regarding the same as soon as possible.

We aspire for perfection and are looking for continuous improvement, and will always appreciate genuine feedback from you side, please feel free to rate us and write to us at __________(Email). We promise to implement your valuable inputs for our betterment.

Email:

Customer Care number:

Welcome to Zoofood. These terms apply to your access to and use of Delivery Service on and our mobile app [website]. This service is provided by “Zoofood” or “us” (ZOOFOOD DELIVERY INDIA PRIVATE LIMITED Ltd having CIN U63030UP2021PTC157473). Zoofood’s registered address is at B-247 SWARN NAGRI GREATER NOIDA Gautam Buddha Nagar UP 201308 IN

By clicking “Accept” you confirm that:

This forms a contract between you and Zoofood, which commences on the later of the date of your acceptance and the date on which you have completed Zoofood’s onboarding checks from time to time to Zoofood’s satisfaction. It is advisable for You to save a copy of these Terms as; we may make changes to these Terms. Thus, it is your responsibility to check the updates Terms. In the event of a material change, you will be informed in advance. After being informed of a change, if you access or use the delivery service, you are presumed to have agreed to the change.

If you have questions about these Terms or our Delivery Services please contact us through [contact details].

If we need to contact You, we’ll contact You through your phone no or email id which is provided by You.

Definitions

"Commission" means the amount payable by the Restaurant Partner to Zoofood, being a % of Net Sales as set out.

“Customer" means users who place Orders through the Platform/app.

"Customer Data" means any and all identifiable information provided by the Customer through the Platform, such as name, delivery address, email address, phone number, and Customer preferences, which is governed by the Privacy Policy.

"Delivery Charges" means the delivery fee charged by the Delivery Partner from the Customers on each Order where Zoofood facilitates delivery of an Order to the Customers.

"Delivery Partner" means a third-party service provider who collects order(s) from the Restaurant and delivers it to the Customer location.

"Delivery Partner" means a third-parties that collect and deliver the order(s) from the Restaurant to the Customer.

"Order" refers to the order that a customer places with a restaurant partner to purchase any item through a platform or app.

"Platform/app" means the Website and Customer Application owned by Zoofood.

The "Restaurant Partner/You" means the entity/individual who is the legal owner of the Restaurant.

“Services" means the following services offered by Zoofood to the Restaurant Partner, on and from the effective date, for the provision of Restaurant Services by the Restaurant Partner to the Customer through the Platform: a. listing of the menu and price list for the restaurant services provided by the platform's restaurant partner;

b. An order placement mechanism for purchasing Restaurant Services in real time from a Restaurant Partner;

c. payment method for the Customer's payment of the Order Value; and

d. Customer and Restaurant Partner complaint redressal services relating to the Platform's operation.

e. Logistics Services (if applicable).

Delivery Service

Through Delivery service, Zoofood will provide You with a real-time ordering process that enables customers to place orders with You for delivery on our app in the [mention jurisdiction here] (“Delivery Orders”). For your delivery orders, Zoofood will also offer delivery services and customer support; read more about this below.

You authorize Zoofood to act as your agent for the purposes of soliciting, promoting, and concluding delivery service orders in your name and on your behalf, and to collect customer payments owed to you.

Customer payments made in respect of orders placed with you through the Delivery Service will be held by Zoofood on your behalf; payment to Zoofood settles the customer’s payment obligation to you for these orders.

Delivery Service fee

Your use of Delivery Service is subject to our applicable commission from time to time. Our commission is calculated as [mention how Zoofood will charge commission]

Zoofood will pay You an amount according to Delivery orders placed by customers less any Delivery Service fee less any relevant adjustments for refunds paid to customers during the relevant payment period. We will transfer this money via electronic bank transfer to the designated bank account.

What we will do:

When You accept these Terms, we will onboard You on our platform after You provide us all the required documents and information

This information includes following documents/information:

We will facilitate and implement a real-time ordering process which will enable customers to place and pay for Delivery Orders on the app.

By providing a professionally manned contact center, you can assist your customers with complaints and inquiries regarding Delivery Orders (Customer Support Service).

Procure the delivery of Delivery Orders from you to the customer (Delivery Services) using delivery personnels authorised by Zoofood to carry out the Delivery Services.

We will, subject to our rights to suspend your use of Delivery Service under these terms, display your site/s and menu items on the app as available for Delivery Orders.

Here are the steps you need to take:

Further You agree that:

Your Obligations

- It is your responsibility to always keep your menu up to date. You are required to give changes in the menu list 3 days prior to the actual date.

- You are required to provide pictures of at least [no.] of bestsellers food item from your menu.

- You shall inform Zoofood about any direct changes made by customer with You.

- During your business hours, make sure that all pertinent menu items can be ordered by a customer in a delivery order; accept or reject delivery service orders as necessary. If a Delivery Order doesn't meet the current minimum Delivery Order value, Zoofood may charge the consumer an extra cost.

- Make sure that Delivery Orders are produced with the utmost skill, care, and dedication in accordance with industry best practises.

- Make sure that every Delivery Order is wrapped to prevent tampering, minimise spills, and keep the order at the proper temperature.

- Ensure that delivery orders are prepared promptly, accurately, and in accordance with the timeframes communicated on the platform. You must make certain that the following menu items:

- Take into account any information relating to customer allergies provided with the Delivery Order.

- Ensure that Delivery Orders are available for collection by our Delivery personnels in a timely manner.

- Ensure that the order number on the Delivery Order packaging corresponds with the order number provided by Deliveroo before the Delivery Order is handed over to the relevant Delivery personnel.

- If asked, provide each customer with a formal receipt for their Delivery Order.

- You agree that if you accept the Order cancellation request raised by a Customer via the Platform/app, You shall not be eligible to receive any Order Value or amount for such cancelled Order.

- You should mention all the applicable taxes on the bill which will be received by Customer.

- You are obligated to turn off “Accepting Delivery” feature on its online ordering mechanism whenever the You are unable to provide Restaurant Services to the Customer.

- You can contact a Customer if an Order cannot be processed as requested or to clarify the details of an Order, if required, post confirmation of the Order.

- You shall promptly redress the customer complaint referred by Zoofood in respect of the (a) quality, quantity and/or taste of the food and beverage; (b) delivery of the Orders (where such delivery has been undertaken by You and the delivery issues are attributable directly to the Restaurant Partner); and (c) failure on your part to comply with the special requests / instructions of the Customers where such requests and/or instructions have been clearly communicated to you at the time the order is placed

- You shall not contact Customer and ask them to pay to You independently any amount other than Order for any other purposes.

- Use your best judgement to reject less than 1% of Delivery Orders obtained using the app.

- You are obligated to accept order within 98% of the time in your working hours. You should not reject orders more than 1% of the time in your working hours.

General Requirements

- You are responsible for maintaining the security and confidentiality of any access credentials we provide to you. Any person who uses your credentials is responsible for their actions.

- Comply with a all Zoofood’s policies at all times.

- The above general obligation does not alter your promise that you will not violate any applicable code and/or sanction related to bribery, money laundering, or similar illegal activity. You must immediately notify Zoofood if you become aware of any breach of this clause.

- Without limiting your general commitment from above, you must adhere to applicable anti-slavery laws as they relate to your use of Delivery Service and the fulfilment of Delivery Orders, and you must make sure that all of your employees, contractors, agents, and representatives adhere to the same. You must continuously make reasonable efforts to guarantee that there is no evidence of slavery in your supply networks.

- Cooperate with Zoofood and provide, in a timely manner, such assistance and information as Zoofood may reasonably require.

Equipment and joining fees

You will need [tablet/PC/laptop] and printer to start accepting Delivery Orders. You may utilise your current equipment if you are an existing customer.

If You are new to our website, You are required to pay joining fees.

To use Delivery Service, we will provide you with software to use on the hardware. Zoofood IP, which includes this programme (see below), is always our property. Whenever we release patches, updates, upgrades, and/or new versions of such software, you must promptly implement them.

Intellectual Property (IP)

Any software we supply for your use and any other materials we give to you under or in conjunction with these terms are and will always be Zoofood's intellectual property, as are all rights, title, and interest therein (Zoofood IP). We grant you a limited, non-exclusive, non-transferrable, non-sublicensable, revocable licence to use the Zoofood IP in the jurisdiction you operate in during the Term for the sole purpose of using Delivery Service.

You are prohibited from (and should not allow any third party to)

Zoofood grants you a non-exclusive, royalty-free, non-sublicensable, non-transferable licence to use Zoofood branding, which includes the “Zoofood” logo, name and/or website address for the Term in the jurisdiction you operate in order to let you promote Delivery Service at your sites. You must comply with any Zoofood policy issued from time to time.

For the duration of the Term in the country in which you conduct business, you grant us and our affiliates a non-exclusive, royalty-free licence to use your branding, which includes your logos, name, and website address(es). You guarantee and commit to upholding the intellectual property rights of others by refraining from violating their rights with your branding. With the exception of these restricted licences, we may use your branding on the Platform, for marketing initiatives, and as reasonably required to perform Delivery Service.

We might gather information about how you use the Delivery Service. You consent to us collecting and using this information by using the Delivery Service. We may use this information for a variety of things, such as to develop, maintain, and safeguard our goods and to provide you services.

Other than for provision of Service(s) by Zoofood, Zoofood does not share any other information of You with third parties unless requisitioned by government authorities.

Customer Data

You affirm and guarantees that, You will not whole or in part, resell, broker, or otherwise disclose any customer data to any third party for any reason. You shall refrain from using customer data to send unsolicited marketing messages, announcements, or for feedback purposes. In order to safeguard, handle, and secure the Customer Data, You (and any other individuals to whom the Restaurant Partner provides any Customer Data) will put in place and abide by appropriate security measures.

Suspension and Termination

If we know or suspect you have violated these terms, or if we otherwise believe suspension is reasonably warranted taking into account all relevant circumstances, we may suspend your use of the platform or app and give you notice.

We will give you the reasons for the suspension were permitted by law. Until you have corrected the breach to our reasonable satisfaction or we no longer believe the suspension is warranted in the circumstances, we shall maintain the suspension.

Upon acceptance, these terms take effect and remain in effect until terminated by either party giving the other 30 days' notice in writing. When we consider immediate termination necessary under the circumstances, we may give you written notice to terminate these terms immediately.

General Terms