Customer Terms & Conditions

These Customer Terms & Conditions (“Terms”) govern your access to and use of the Grubbiee mobile application, website and related services (“Platform”).

By creating an account, accessing the Platform, placing an order, making a pre-order, collecting an order, submitting a rating/review or otherwise using Grubbiee, you agree to these Terms.

For these Terms, “Grubbiee”, “Company”, “we”, “us” or “our” means GRUBBIEE FOOD NETWORKS LLP.

“Customer”, “User”, “you” or “your” means any person accessing or using the Platform.

1. What Grubbiee Is

1.1 Grubbiee is a technology-enabled food discovery and ordering marketplace.

1.2 Grubbiee enables customers to:

Discover local food Vendors;
View Vendor menus and information;
Place food orders or pre-orders;
Make payments through supported payment methods;
Collect food directly from Vendors;
Read ratings and reviews;
Receive offers and rewards; and
Discover food through recommendations.

1.3 Grubbiee does not ordinarily prepare, manufacture, cook, package, store, transport or physically handle the food offered by Vendors.

1.4 Food is prepared and supplied by independent third-party Vendors.

1.5 Unless expressly stated otherwise, Grubbiee is not the restaurant, food stall, food truck, cloud kitchen, manufacturer or food supplier from whom you purchase the food.

1.6 Your food order is fulfilled by the Vendor identified on the relevant order.

2. Click-and-collect Model

2.1 Grubbiee primarily facilitates a click-and-collect/pre-order model.

2.2 You place an order through Grubbiee and collect the food from the relevant Vendor at the designated location and/or time.

2.3 The Vendor is responsible for preparing and handing over the food.

2.4 Grubbiee does not ordinarily take physical possession of your food.

2.5 Once food has been handed over to you, you are responsible for transporting and storing it appropriately.

2.6 Grubbiee does not guarantee that food will remain at a particular temperature, texture or condition after collection.

3. Vendor Responsibility for Food

3.1 Vendors are independent businesses responsible for their own food and services.

3.2 The Vendor is responsible for:

Food preparation;
Food quality;
Food safety;
Ingredients;
Allergens;
Hygiene;
Sanitation;
Packaging;
Portion size;
Freshness;
Food storage;
Order accuracy;
Preparation time;
Applicable licences and registrations; and
Compliance with applicable law.

3.3 Grubbiee does not independently prepare or inspect each food item supplied by Vendors.

3.4 The Vendor is responsible for ensuring that food supplied to customers is fit for consumption and complies with applicable food-safety requirements.

4. Food Safety, Illness and Allergies

4.1 Grubbiee takes food safety seriously but does not physically prepare or handle Vendor food.

4.2 To the maximum extent permitted by applicable law, Grubbiee shall not be responsible for illness, injury, allergic reaction, contamination, food poisoning or other harm arising primarily from food prepared or supplied by a Vendor.

4.3 Customers with food allergies, intolerances, dietary restrictions or medical conditions must exercise appropriate caution and communicate relevant requirements directly to the Vendor before placing an order.

4.4 Grubbiee does not guarantee that Vendor food is free from allergens or cross-contamination.

4.5 Information displayed on the Platform concerning ingredients, allergens, dietary characteristics or nutritional information may be provided by the Vendor.

4.6 You should contact the Vendor directly before ordering if you have a serious allergy or dietary restriction.

4.7 Nothing in these Terms excludes or limits any liability or consumer right that cannot legally be excluded or limited under applicable law.

5. Taste, Quality and Personal Preference

5.1 Food preferences are subjective.

5.2 A customer’s perception of taste, spice level, portion size, texture, presentation or overall quality may differ from another customer’s perception.

5.3 Grubbiee does not guarantee that food purchased through the Platform will match your personal taste or expectations.

5.4 Photographs displayed on the Platform are intended for illustrative purposes and actual presentation may vary.

5.5 Product descriptions, ingredients and other information may be supplied by Vendors.

5.6 Grubbiee does not guarantee that every Vendor description, photograph or representation will perfectly reflect the final product.

6. Grubbiee Recommendations

6.1 Grubbiee may provide recommendations, rankings, suggestions or personalised food discovery features.

6.2 Some recommendations on Grubbiee are person-to-person recommendations generated from ratings, reviews, preferences, interactions or other user-generated information.

6.3 Such recommendations represent opinions, experiences or preferences and are not guarantees, certifications, endorsements or warranties by Grubbiee regarding the quality, safety, taste or suitability of a Vendor or food item.

6.4 A recommendation from another customer does not mean that:

Grubbiee guarantees the Vendor;
Grubbiee guarantees the food;
Grubbiee guarantees the taste;
Grubbiee guarantees the Vendor’s hygiene;
Grubbiee guarantees the food’s suitability for you; or
Grubbiee guarantees that you will have the same experience.

6.5 Food recommendations should be treated as suggestions and not professional, medical, nutritional or dietary advice.

6.6 Users remain responsible for deciding whether a particular food item is suitable for them.

7. Ratings and Reviews

7.1 Customers may submit ratings, reviews, photographs and other feedback.

7.2 Reviews represent the opinions of individual users and do not necessarily represent the views of Grubbiee.

7.3 Grubbiee does not guarantee the accuracy, completeness or authenticity of every user review.

7.4 You must not submit:

Fake reviews;
Misleading reviews;
Reviews created for financial or personal manipulation;
Abusive or threatening content;
Defamatory content;
Hate speech;
Personal information belonging to another person;
Malicious or fraudulent content; or
Content that violates applicable law.

7.5 Grubbiee may moderate, restrict, remove or refuse content in accordance with applicable law and Platform policies.

8. Orders

8.1 Orders are subject to Vendor availability.

8.2 A Vendor may reject or cancel an order where reasonably necessary, including where:

A product is unavailable;
The Vendor cannot fulfil the order;
The Vendor is temporarily closed;
There is a technical issue;
There is suspected fraud; or
Circumstances outside the Vendor’s reasonable control arise.

8.3 Grubbiee may also cancel an order where necessary for technical, legal, safety, fraud-prevention or operational reasons.

8.4 Where an eligible order is cancelled, applicable refund procedures shall apply.

9. Order Collection

9.1 You are responsible for collecting your order from the Vendor at the designated location.

9.2 You should collect the order within the communicated collection window.

9.3 If you fail to collect an order, the Vendor may be unable to retain the food for an extended period due to food-safety considerations.

9.4 Grubbiee may not be responsible for losses arising from failure to collect an order within the applicable collection period, subject to applicable law and the relevant refund policy.

9.5 You should verify the order reasonably promptly upon collection.

10. Payments

10.1 Grubbiee may facilitate payments through third-party payment service providers.

10.2 Payment processing may be subject to the terms and conditions of the relevant payment provider.

10.3 Grubbiee does not store or directly process payment-card information except to the extent permitted and required for operating the Platform.

10.4 You agree to provide accurate payment and billing information.

10.5 Grubbiee may decline or cancel transactions where fraud, unauthorised activity or other payment risks are reasonably suspected.

11. Prices, Taxes and Charges

11.1 Prices displayed on the Platform may be provided or controlled by Vendors.

11.2 Applicable taxes, fees, discounts, offers or other charges may be displayed during checkout.

11.3 The final amount payable shall be shown before confirmation of the order, subject to applicable law.

11.4 Vendors remain responsible for the accuracy of their applicable product pricing and information.

12. Offers, Discounts and Rewards

12.1 Grubbiee may provide promotional offers, discounts, coins or rewards.

12.2 Promotions may have separate eligibility conditions, expiry dates, redemption limits or other restrictions.

12.3 Grubbiee may modify or discontinue promotions subject to applicable law and the terms applicable to the promotion.

12.4 Rewards or coins have no independent cash value unless expressly stated otherwise.

12.5 Grubbiee may restrict or cancel rewards obtained through fraud, abuse, manipulation or violation of Platform rules.

12.6 Customers may earn Grubbiee Coins or Rewards for activities including referrals, ratings, reviews, feedback submissions, promotional campaigns, purchases, or other activities as determined by Grubbiee from time to time. The number of Coins/Rewards and eligibility criteria shall be decided solely by Grubbiee and may be modified, suspended, or withdrawn at any time.

13. User Account

13.1 You must provide accurate information when creating an account.

13.2 You are responsible for maintaining the confidentiality of your login credentials and OTPs.

13.3 You must not share your account in a manner that enables unauthorised use.

13.4 You must notify Grubbiee if you reasonably suspect unauthorised access to your account.

13.5 Grubbiee may suspend accounts associated with fraud, misuse, unlawful conduct or material breaches of these Terms.

14. Prohibited User Conduct

You must not:

(a)use Grubbiee for unlawful purposes;
(b)create fraudulent orders;
(c)manipulate ratings or rewards;
(d)abuse promotional offers;
(e)impersonate another person;
(f)interfere with Platform security;
(g)attempt unauthorised access;
(h)upload malicious software;
(i)harass Vendors, employees or other users;
(j)misuse personal information;
(k)submit fraudulent complaints;
(l)use the Platform to conduct scams or other unlawful activity; or
(m)violate applicable law.

15. Grubbiee’s Platform Limitations

15.1 Grubbiee aims to provide reliable Platform services but does not guarantee that the Platform will always be:

Available;
Uninterrupted;
Error-free;
Completely secure;
Free from bugs; or
Compatible with every device.

15.2 Grubbiee may temporarily suspend Platform functionality for maintenance, security, upgrades or other operational reasons.

15.3 Grubbiee does not guarantee that any particular Vendor, product, recommendation or offer will remain available.

16. Limitation of Liability

16.1 To the maximum extent permitted by applicable law, Grubbiee shall not be liable for losses, injuries, claims or damages arising primarily from acts or omissions of independent Vendors, including:

(a)food preparation;
(b)food quality;
(c)food contamination;
(d)food poisoning;
(e)allergic reactions;
(f)ingredients;
(g)food safety;
(h)Vendor hygiene;
(i)Vendor premises;
(j)Vendor employees;
(k)taste or personal preference;
(l)incorrect food prepared by the Vendor;
(m)missing or incorrect items attributable to the Vendor;
(n)Vendor delays;
(o)Vendor cancellations; or
(p)Vendor representations.

16.2 To the maximum extent permitted by applicable law, Grubbiee shall not be liable for indirect, incidental, special or consequential losses.

16.3 Grubbiee shall not be responsible for losses caused by circumstances outside its reasonable control.

16.4 Nothing in these Terms excludes or limits liability or statutory rights that cannot legally be excluded or limited under applicable law.

16.5 Nothing in these Terms prevents a customer from exercising rights available under applicable consumer-protection or other applicable legislation.

17. User Responsibility

17.1 You agree to use reasonable care when selecting and consuming food.

17.2 You are responsible for considering your own allergies, dietary requirements and food sensitivities.

17.3 You should follow any storage, consumption or handling instructions provided by the Vendor.

17.4 You should not consume food that appears spoiled, contaminated or otherwise unsafe.

17.5 Any serious food-safety concern should be reported to the Vendor and Grubbiee promptly.

18. Customer Complaints and Refunds

18.1 Customers may report order-related problems through Grubbiee’s customer-support channels.

18.2 Grubbiee may investigate complaints and communicate with the relevant Vendor.

18.3 Depending on the circumstances, Grubbiee may provide a refund, credit, replacement or other remedy in accordance with applicable law and Grubbiee’s policies.

18.4 Grubbiee may request reasonable evidence, including photographs, order information or other details, to investigate a complaint.

18.5 False, fraudulent or abusive refund claims may result in account restrictions.

19. Third-party Services

19.1 Grubbiee may use third-party service providers, including:

Payment processors;
Mapping providers;
Hosting providers;
Analytics providers;
Communication providers; and
Other technology providers.

19.2 Third-party services may be subject to separate terms and policies.

19.3 Grubbiee shall not be responsible for failures caused solely by third-party services, except where applicable law provides otherwise.

20. Intellectual Property

20.1 Grubbiee owns or has rights to use its trademarks, logos, software, Platform design, content and technology.

20.2 You may use the Platform only for personal and lawful purposes.

20.3 You must not copy, reproduce, reverse engineer, modify, distribute or commercially exploit Grubbiee’s intellectual property without permission.

21. User-generated Content

21.1 By submitting reviews, photographs, ratings or other content to Grubbiee, you grant Grubbiee a non-exclusive, royalty-free licence to use, reproduce, display, modify and distribute that content for operating, improving and promoting the Platform, subject to applicable law.

21.2 You represent that you have the necessary rights to submit such content.

21.3 You remain responsible for content you submit.

22. Privacy

22.1 Grubbiee may collect and process information necessary to operate the Platform.

22.2 Personal information shall be handled in accordance with Grubbiee’s applicable Privacy Policy and applicable law.

22.3 You should review the Privacy Policy before using the Platform.

23. Suspension and Termination

23.1 Grubbiee may suspend or terminate access where reasonably necessary due to:

Fraud;
Abuse;
Illegal activity;
Security concerns;
Repeated policy violations;
Manipulation of rewards;
Misuse of the Platform; or
Material breach of these Terms.

23.2 You may stop using Grubbiee at any time.

23.3 Provisions intended to survive termination shall remain effective.

24. Additional Terms

Grubbiee shall not be liable for delays, interruptions or failures caused by events beyond its reasonable control, including natural disasters, government actions, internet failures, strikes, pandemics or power outages.
Applicable GST, taxes, platform fees, convenience fees or payment gateway charges (if any) shall be displayed during checkout before order confirmation.
By using the Platform, you consent to receive transactional communications, OTPs, order updates and service-related notifications through SMS, WhatsApp, email or in-app notifications.

25. Order Cancellation and Refund Policy

Vendor non-fulfilment of the order;
Incorrect or incomplete order fulfilment;
Duplicate payment or payment processing errors;
Technical errors attributable to the Platform; or
Circumstances where a refund is required under applicable law.

(a)Due to the nature of food products and the immediate processing of orders by Vendors, all orders placed through the Platform are final and non-cancellable once successfully placed, except that a Customer may cancel an order through the Platform within 20 (twenty) seconds of successfully placing it. Where an order cancelled within this period was paid online, the amount paid shall be refunded to the original payment method.
(b)Customers shall not be entitled to cancel an order or claim a refund solely based on a change of mind, incorrect selection, failure to collect the order, or any other reason attributable to the Customer.
(c)Notwithstanding the foregoing, Grubbiee may, at its sole discretion, provide a refund, replacement, credit, or other appropriate remedy in cases involving:
(d)Approved refunds shall be processed within specific suitable working days from the date of approval. The time required for the refunded amount to be reflected in the Customer's account may vary depending on the payment provider or financial institution.
(e)Grubbiee reserves the right to investigate and determine the eligibility of any refund request in accordance with these Terms and applicable law.

26. Changes to These Terms

26.1 Grubbiee may update these Terms from time to time.

26.2 Material changes may be communicated through the Platform, email or other reasonable means.

26.3 Continued use of the Platform after the effective date of revised Terms constitutes acceptance, subject to applicable law.

27. Governing Law and Disputes

27.1 These Terms shall be governed by the laws of India.

27.2 Where permitted by applicable law, disputes shall first be attempted to be resolved through good-faith communication with Grubbiee.

27.3 Any arbitration provision applicable to the relationship shall operate subject to mandatory consumer-protection rights and applicable law.

27.4 Courts having appropriate jurisdiction in Goa, India shall have jurisdiction, subject to applicable law.

28. Severability

If any provision of these Terms is held invalid or unenforceable, the remaining provisions shall continue in effect to the maximum extent permitted by law.

29. No Waiver

Failure by Grubbiee to enforce a provision immediately shall not constitute a waiver of its right to enforce that provision later.

30. Entire Agreement

These Terms, together with the Grubbiee Privacy Policy, Refund Policy, Rewards/Coin Policy and other Platform policies, constitute the terms governing your use of Grubbiee.

Acknowledgements

Grubbiee is a technology-enabled food marketplace and click-and-collect platform.

Food is prepared and supplied by independent Vendors.

Grubbiee does not ordinarily prepare, manufacture, store, transport or physically handle Vendor food.

Vendor food safety, hygiene, ingredients, allergens, preparation and quality are primarily the Vendor’s responsibility.

Food recommendations may be based on person-to-person recommendations, ratings, reviews and user preferences and are not guarantees or warranties by Grubbiee.

Taste and food preferences are subjective and may differ between customers.

I am responsible for considering my own allergies, dietary restrictions and food sensitivities.

I will use the Platform lawfully and honestly.

I understand that Grubbiee’s liability is limited to the maximum extent permitted by applicable law.

I understand that these Terms do not remove any mandatory consumer or statutory rights that cannot legally be excluded.

Questions about these terms? Email support@grubbiee.com.