SCHEDULE A
CUSTOMER SPECIFIC TERMS
A.1 Scope & Applicability
These Customer Specific Terms (“Schedule A”) apply exclusively to Users who access, browse, place orders, or purchase products through the Platform as Customers.
This Schedule shall be read in conjunction with the main Terms & Conditions and the Privacy Policy. In the event of any inconsistency, the main Terms shall prevail to the extent permitted by law.
A.2 Account Eligibility, Registration & Use
Customers represent and warrant that they are at least eighteen (18) years of age and legally competent to enter into binding contracts under Indian law.
Customers shall provide accurate, complete, and up-to-date information, including delivery address, contact details, and payment information. Customers acknowledge that errors in order placement, product selection, or address details are solely their responsibility.
Glatro shall not be liable for delays, failed deliveries, or losses arising from incorrect or incomplete information provided by the Customer.
A.3 Orders, Accuracy & Customer Responsibility
Customers are responsible for reviewing order details, including product description, quantity, price, and delivery location, prior to confirming an order.
Once an order is placed, modification or cancellation may not be permitted beyond the time window specified on the Platform. Acceptance of delivery shall constitute confirmation of receipt and verification of the order.
A.4 Promotions, Discounts & Offers
Promotional campaigns, discounts, coupons, or offers made available on the Platform are governed by specific promotional terms, which may be time-bound, quantity-restricted, or subject to eligibility criteria.
Glatro reserves the right to modify, suspend, or withdraw promotions at any time without prior notice.
Abuse of promotions, including creation of multiple accounts, fabricated orders, collusion with Vendors or Delivery Partners, or manipulation of platform mechanisms, shall constitute a material breach and may result in suspension, cancellation of benefits, recovery of amounts, or permanent account termination.
A.5 Ratings, Reviews & User Content
Customers may submit ratings, reviews, or feedback in relation to products, Vendors, or delivery experiences.
Customers represent that such content shall be truthful, non-defamatory, and not misleading. Glatro does not endorse Customer reviews and reserves the right to moderate, remove, or restrict visibility of reviews that violate platform policies, applicable law, or expose Glatro to legal or reputational risk.
A.6 Delivery Preferences & Special Instructions
Customers may provide delivery instructions or preferences through the Platform.
Glatro and Delivery Partners shall use commercially reasonable efforts to comply with such instructions; however, Customers acknowledge that compliance is not guaranteed due to operational, safety, or logistical constraints.
Failure to comply with special instructions shall not constitute deficiency in service.
A.7 Customer Conduct & Prohibited Behaviour
Customers shall interact respectfully with Delivery Partners, Vendors, and support personnel.
Harassment, abuse, threats, coercion, discriminatory conduct, or unlawful behaviour may result in immediate suspension, termination, or blacklisting of the Customer account.
A.8 Liability, Misuse & Recovery Rights
Customers shall remain liable for losses arising from fraud, misuse of the Platform, payment abuse, chargebacks, or violation of these Terms.
Glatro reserves the right to recover such losses by adjusting Wallet balances, withholding refunds, initiating legal recovery, or pursuing other lawful remedies.
A.9 Customer Support & Grievance Redressal
Customer support is available through in-app support mechanisms and registered communication channels.
Response timelines and service level indicators are indicative only and subject to operational capacity, nature of the request, and verification requirements.
Unresolved grievances may be escalated to the Grievance Redressal Officer in accordance with applicable law and platform policy.
A.10 Survival & Continuing Obligations
Customer obligations relating to payments, misuse, indemnity, dispute resolution, and liability shall survive suspension or termination of the Customer account.
SCHEDULE B
VENDOR / RETAILER TERMS
B.1 Onboarding & Verification
Vendors seeking to list products on the Platform shall complete the onboarding process as prescribed by Glatro, including submission of valid registration documents, Permanent Account Number (PAN), Goods and Services Tax Identification Number (GSTIN) where applicable, bank account details for settlement, and such other documents as may be required for regulatory or compliance purposes.
Glatro reserves the right to verify, re-verify, or reject Vendor onboarding applications at its sole discretion and without obligation to provide reasons.
B.2 Listing Standards & Product Information
Vendors shall ensure that all product listings contain accurate, complete, and lawful information, including brand name, maximum retail price (MRP), net quantity, manufacturing date, expiry date (where applicable), batch details, nutritional information (for food products), and any mandatory statutory disclosures.
Product images may be uploaded by Vendors or generated/enhanced using AI-based tools. Vendors shall disclose the use of AI-generated or representative images where applicable and shall remain solely responsible for accuracy and compliance.
B.3 Pricing, Taxes & Settlements
Vendors shall independently determine product pricing and shall be solely responsible for tax classification, invoicing, and statutory disclosures.
Glatro shall remit settlement amounts to Vendors after deducting applicable commissions, platform fees, penalties, recoveries, or chargebacks, as per the agreed settlement cycle. Settlement timelines are indicative and subject to verification and banking processes.
B.4 Product Safety, Defects & Recalls
Vendors warrant that all products listed are safe, lawful, and compliant with applicable standards. In the event of any safety issue, defect, regulatory notice, or recall, Vendors shall fully cooperate with Glatro, regulators, and Customers.
Glatro may, at its discretion, initiate recall notices, suspend listings, or restrict sales to protect Users and platform integrity.
B.5 Audit, Monitoring & Delisting Rights
Glatro reserves the right to conduct audits, request supporting documentation, and monitor Vendor compliance with platform policies and applicable laws.
Non-compliance may result in delisting, suspension, withholding of settlements, or termination of the Vendor account.
B.6 Warranties & Indemnity
Vendors represent and warrant ownership or lawful rights over products and listings and compliance with all applicable laws.
Vendors agree to indemnify and hold harmless Glatro from all claims, losses, penalties, and expenses arising from product liability, regulatory action, or third-party claims.
B.7 Termination
Vendor accounts may be terminated for quality issues, regulatory non-compliance, misconduct, or breach of Terms. Outstanding settlements shall remain subject to deductions for liabilities, penalties, or disputes.
SCHEDULE C
DELIVERY PARTNER TERMS
C.1 Engagement Model
Delivery Partners engage with the Platform as independent contractors and accept delivery requests through an acceptance mechanism provided by Glatro. Acceptance of orders is voluntary and subject to Partner availability and adherence to delivery protocols.
Nothing herein creates an employment, agency, or partnership relationship.
C.2 Safety, Hygiene & Legal Compliance
Delivery Partners shall comply with all applicable traffic laws, maintain valid driving licences and vehicle documentation, and adhere to hygiene and safety standards, especially while handling perishable or sensitive goods.
Failure to comply may result in suspension or termination.
C.3 Payments, Incentives & Surge
Delivery Partners shall be compensated as per agreed rates communicated through the Platform. Incentives, surge pay, or bonuses are discretionary, performance-linked, and governed by separate Partner communications.
Glatro reserves the right to modify or withdraw incentives without notice.
C.4 Insurance & Risk Allocation
Delivery Partners are responsible for maintaining personal insurance coverage, including health and accident insurance. Glatro may mandate certain insurance requirements as a condition for onboarding or continued engagement.
C.5 Conduct, Discipline & Enforcement
Misconduct, including theft, assault, harassment, data misuse, or violation of delivery protocols, may result in immediate suspension, permanent blacklisting, and referral to law enforcement authorities.
C.6 Data Protection Obligations
Delivery Partners shall access Customer data solely for delivery purposes and shall not misuse, retain, or disclose such data beyond authorised use. Breach may attract civil and criminal consequences.