Effective Date: 03/07/2025

Registered Office: Glatro Commerce Private Limited, office at WeWork DLF Forum, Cyber City Phase III, DLF QE, DLF QE, Gurgaon – 122002, Haryana

These documents collectively set out the terms under which you (the “User”) may access and use the Glatro Platform and describe Glatro’s practices relating to personal information.

The documents include:

Together, they form the complete, binding, and enforceable legal agreement between you and Glatro as amended from time to time, and shall apply based on the User’s role on the Platform.

These Terms and Conditions (“Terms”, “Agreement”) are issued by Glatro Commerce Private Limited, a company duly incorporated under the provisions of the Companies Act, 2013, having its registered office at Gurgaon, Haryana, India (hereinafter referred to as “Glatro”, “Company”, “we”, “us”, or “our”).

Glatro is a technology-enabled marketplace intermediary, operating a digital platform that facilitates hyperlocal commerce by connecting Customers with independent Vendors and Delivery Partners through its proprietary software applications and systems.

Nothing contained in these Terms shall be construed as creating any relationship other than that expressly set out herein.

These Terms govern all access to and use of the Platform, including but not limited to:

These Terms apply uniformly across:

By accessing or using the Platform in any manner whatsoever, you:

Use of the Platform shall constitute conclusive evidence of acceptance, irrespective of whether you have explicitly clicked an “I Agree” button.

These Terms constitute an electronic record within the meaning of the Information Technology Act, 2000 and the rules made thereunder.

No physical, digital, or electronic signature is required to make these Terms legally binding.

Users expressly waive any objection to enforceability on the ground that the Agreement is executed electronically.

These Terms must be read together with, and form an integrated whole with:

In the event of inconsistency:

Glatro reserves the absolute and unrestricted right to:

without prior notice, subject only to mandatory statutory requirements.

The Platform is operated from India.

Use of the Platform from outside India is at the User’s sole risk.

Glatro makes no representation that the Platform complies with laws of jurisdictions outside India.

To the maximum extent permitted by law, any ambiguity, inconsistency, or interpretational issue arising out of these Terms shall be construed in favour of Glatro and in a manner that best protects Glatro’s legal, commercial, and operational interests.

These Terms, the Platform, and all services offered by Glatro are governed by and structured in accordance with the laws of India, including but not limited to:

Nothing contained in these Terms shall be interpreted as limiting Glatro’s rights, defences, exemptions, or safe harbours available under applicable law.

2.2.1 Glatro operates strictly as a technology-enabled marketplace intermediary and does not act as:

2.2.2 Glatro’s role is limited to providing a digital infrastructure that enables:

2.2.3 All commercial transactions for sale and purchase of goods are concluded directly between the Customer and the Vendor, and Glatro is not a party to such contracts.

2.3.1 Glatro claims and relies upon the Safe Harbour protections available to intermediaries under Section 79 of the Information Technology Act, 2000.

2.3.2 Subject to compliance with applicable due diligence requirements, Glatro shall not be liable for:

2.3.3 Users expressly acknowledge that Glatro’s liability is limited strictly to the extent mandated by law and no further.

2.4.1 Glatro undertakes reasonable due diligence measures as required under applicable law, including but not limited to:

2.4.2 Such due diligence does not imply endorsement, verification, or control over User-generated or third-party content.

2.5.1 To the extent applicable, Glatro complies with the Consumer Protection Act, 2019 and the E-Commerce Rules framed thereunder as a marketplace e-commerce entity.

2.5.2 Glatro does not assume responsibility for:

2.5.3 Any consumer dispute relating to goods shall primarily lie between the Customer and the Vendor, without prejudice to Glatro’s limited facilitative role.

2.6.1 Nothing in these Terms shall be construed as creating:

2.6.2 Delivery Partners operate as independent contractors, and Vendors operate as independent businesses, responsible for their own compliance with labour, tax, and regulatory laws.

2.7.1 These Terms shall be interpreted in accordance with Indian law.

2.7.2 Use of the Platform in any jurisdiction where such use is prohibited is strictly disallowed.

2.7.3 Users accessing the Platform from outside India do so at their own risk and are solely responsible for compliance with local laws.

2.8.1 Laws governing online platforms are evolving. Glatro reserves the right to modify these Terms to ensure ongoing compliance with:

2.8.2 Continued use of the Platform after such modifications constitutes acceptance.

If any provision of these Terms is capable of more than one interpretation, the interpretation that preserves legality, enforceability, and Glatro’s intermediary protection shall prevail.

3.1.1 This Section sets out precise definitions and interpretation rules to eliminate ambiguity, restrict expansive readings against Glatro, and ensure that all rights, obligations, and liabilities are clearly demarcated.

3.1.2 All capitalised terms used in these Terms shall have the meanings assigned herein, unless the context otherwise requires.

3.1.3 Definitions shall be interpreted strictly and shall not be extended by implication, trade usage, or equitable considerations.

For the purposes of these Terms, unless the context otherwise requires:

Means all software, applications, websites, APIs, dashboards, backend systems, and digital interfaces owned, operated, or made available by Glatro, including future upgrades, features, or modifications.

Means any individual or entity who accesses, visits, registers on, or uses the Platform in any manner whatsoever, whether registered or unregistered, including Customers, Vendors, Retailers, Delivery Partners, and visitors.

Means a User who places or attempts to place an order for products listed on the Platform for personal or business use.

Customers are end users of the marketplace and do not acquire any reseller, distributor, or agency rights by placing orders.

Means an independent business entity or individual that lists products on the Platform for sale to Customers.

Vendors are solely responsible for:

Glatro does not exercise control over Vendors’ internal operations.

Means an independent individual or entity who facilitates delivery of orders from:

to Customers, using their own means and resources, subject to Platform protocols. Delivery Partners are not employees, agents, or representatives of Glatro.

Means any third-party facility, fulfilment centre, or storage location from which products are picked up for delivery.

Unless expressly stated:

Means a Customer’s request to purchase products through the Platform, subject to acceptance, availability, and fulfilment by the Vendor.

An Order is not a binding contract until accepted and fulfilled.

Means all text, images, videos, product listings, descriptions, ratings, reviews, and other materials displayed on the Platform.

Vendor-generated content remains the responsibility of the respective Vendor.

Means any digital balance, credit, cashback, or promotional value reflected on the Platform, which:

Means events beyond reasonable control, including natural disasters, pandemics, governmental actions, network failures, strikes, or acts of God.

3.3.1 Each User category operates in a distinct legal and commercial capacity.

3.3.2 Rights, obligations, and liabilities of one User category shall not automatically apply to another.

3.3.3 A User acting in multiple roles shall be bound by obligations applicable to each role independently.

3.4.1 Headings are for convenience only and shall not affect interpretation.

3.4.2 Words in the singular include the plural and vice versa.

3.4.3 The terms “including”, “such as”, and “without limitation” shall be construed illustratively and not restrictively.

3.4.4 References to statutes include amendments and re-enactments thereof.

3.4.5 Any ambiguity shall be interpreted in a manner that:

3.5.1 These definitions shall be read harmoniously with definitions used in the Privacy Policy.

3.5.2 In case of conflict:

3.6.1 No conduct, usage, or practice shall expand the scope of any definition beyond what is expressly stated.

3.6.2 Failure by Glatro to enforce strict interpretation shall not constitute waiver.

4.1.1 Access to and use of the Platform is permitted only to persons who are legally competent to enter into binding contracts under the Indian Contract Act, 1872.

4.1.2 By using the Platform, you represent and warrant that:

4.1.3 Glatro does not knowingly permit minors to use the Platform. Any use by a minor shall be deemed unauthorised and in violation of these Terms.

4.1.4 Glatro reserves the right to:

Each User represents, warrants, and undertakes that:

4.2.1 Glatro shall not be liable for any consequences arising from incorrect or misleading information provided by Users.

Customers specifically represent and warrant that:

4.3.1 Customers acknowledge that failure to verify products at delivery may result in forfeiture of refund or replacement rights, consistent with quick-commerce practices.

Each Vendor represents and warrants that:

4.4.1 Vendors acknowledge that Glatro does not independently verify product quality or legality and relies on Vendor representations.

4.4.2 Any breach by a Vendor may result in:

Each Delivery Partner represents and warrants that:

4.5.1 Delivery Partners expressly acknowledge that:

4.6.1 Any misrepresentation, concealment, or false declaration shall constitute a material breach of these Terms.

4.6.2 Glatro reserves the right to take immediate action, including suspension or termination of accounts.

4.7.1 Glatro may, at its discretion, conduct:

4.7.2 Failure to cooperate with verification requirements may result in restriction or suspension of access.

4.8.1 Glatro does not independently verify all User representations.

4.8.2 Users acknowledge that Glatro’s reliance on such representations is reasonable and legally permissible.

4.9.1 All representations and warranties shall survive:

5.1.1 Access to certain features, services, and functionalities of the Platform may require the creation of a registered User account (“Account”).

5.1.2 Account registration may be completed through:

5.1.3 Glatro reserves the right to modify, suspend, or discontinue any registration method without prior notice.

5.2.1 Each User is permitted to maintain only one Account, unless expressly authorised in writing by Glatro.

5.2.2 Creation or operation of multiple Accounts, whether directly or indirectly, shall constitute a material breach of these Terms.

5.2.3 Glatro may, without prior notice:

5.3.1 An Account is personal to the User and is non-transferable.

5.3.2 Users shall not:

5.3.3 Glatro retains the ultimate administrative control over all Accounts and Platform access.

5.4.1 Users are solely responsible for:

5.4.2 Glatro shall not be liable for:

5.5.1 Glatro may deploy multi-factor authentication, OTP verification, device binding, or behavioural checks.

5.5.2 OTPs and verification codes are:

5.5.3 Sharing of OTPs or bypassing authentication safeguards shall be treated as fraudulent conduct.

5.6.1 Glatro reserves the right to monitor, review, audit, and investigate Accounts for:

5.6.2 Such monitoring may be conducted:

5.7.1 Glatro may, at its sole discretion, suspend, restrict, or deactivate an Account, temporarily or permanently, in cases including but not limited to:

5.7.2 Such action may be taken without prior notice where required to protect the Platform or comply with law.

5.8.1 Upon suspension or termination:

5.8.2 Glatro shall not be liable for any losses, inconvenience, or damages arising from such actions, to the maximum extent permitted by law.

5.9.1 Reactivation of a suspended or terminated Account is not a matter of right.

5.9.2 Where re-registration is permitted, Glatro may impose:

5.9.3 Glatro’s decision regarding reactivation shall be final and binding.

5.10.1 Glatro does not guarantee uninterrupted or error-free access to the Platform.

5.10.2 Access may be restricted due to:

5.10.3 Temporary unavailability shall not give rise to any liability.

5.11.1 Obligations relating to:

shall survive suspension or termination of Accounts.

6.1.1 Glatro operates solely as a technology-enabled marketplace intermediary, providing a digital platform that facilitates interactions between Customers, Vendors, and Delivery Partners.

6.1.2 Glatro does not:

6.1.3 Glatro’s role is limited to enabling discovery, ordering, payment facilitation, and logistical coordination through technology.

6.2.1 Glatro is not a seller, reseller, distributor, or trader of goods listed on the Platform.

6.2.2 No provision of these Terms shall be construed as creating:

6.2.3 Vendors and Delivery Partners act independently and at their own discretion, subject to Platform protocols and legal compliance.

6.3.1 All products made available on the Platform are listed, priced, and sold by independent Vendors.

6.3.2 Vendors are solely responsible for:

6.3.3 Glatro does not assume responsibility for Vendor conduct or omissions.

6.4.1 Products may be picked up by Delivery Partners from:

6.4.2 Unless expressly stated otherwise:

6.4.3 Glatro shall not be liable for incidents, accidents, losses, or damages occurring at such locations.

6.5.1 Delivery Partners operate as independent contractors using their own means of transportation, equipment, and resources.

6.5.2 Delivery Partners are solely responsible for:

6.5.3 Glatro does not provide employment benefits, insurance, or statutory coverage to Delivery Partners unless expressly stated in a separate written agreement.

6.6.1 While Glatro may provide route suggestions or delivery instructions via the Platform, actual execution of deliveries remains the sole responsibility of the Delivery Partner.

6.6.2 Glatro shall not be liable for:

6.7.1 Glatro does not provide any warranty, representation, or guarantee regarding:

6.7.2 All services are provided on an “as is” and “as available” basis, subject to statutory limitations.

6.8.1 Users expressly acknowledge and agree that:

6.8.2 This allocation of risk forms an essential basis of the contractual relationship between the User and Glatro.

6.9.1 Glatro shall not be liable for any act, omission, negligence, or misconduct of:

6.9.2 Any disputes arising therefrom shall be resolved directly between the concerned parties without recourse to Glatro, except where mandated by applicable law.

6.10.1 Nothing in these Terms shall be construed as diluting Glatro’s statutory protections under Section 79 of the Information Technology Act, 2000.

6.10.2 All provisions shall be interpreted to preserve and strengthen Glatro’s safe-harbour protections to the maximum extent permitted by law.

7.1.1 The Platform displays product listings that may include photographs, images, videos, descriptions, specifications, dimensions, pricing information, availability indicators, packaging visuals, and other related content (collectively, “Product Content”).

7.1.2 Product Content displayed on the Platform may be:

7.1.3 Glatro operates solely as a technology intermediary and does not independently verify, certify, or guarantee the accuracy, completeness, or suitability of Product Content.

7.2.1 Users expressly acknowledge that certain Product Content and visual representations available on the Platform may be generated, enhanced, modified, or digitally processed, including without limitation:

7.2.2 AI-generated or digitally enhanced images are intended solely to depict general visual representation and may not reflect the exact physical attributes of delivered products.

7.3.1 Users acknowledge that minor variations between Product Content displayed on the Platform and delivered products are normal and may arise due to factors including but not limited to:

7.3.2 Such variations are industry-accepted and shall not be construed as defects, misrepresentation, or deficiencies.

7.4.1 Any reasonable or minor variation between displayed Product Content and delivered products shall not:

7.4.2 Customers are advised to carefully review product descriptions and specifications prior to placing Orders.

7.5.1 To the maximum extent permitted by applicable law, Glatro expressly disclaims all warranties, whether express, implied, statutory, or otherwise, including but not limited to:

7.5.2 All Product Content is provided on an “as is” and “as available” basis, subject to Vendor representations.

7.6.1 Responsibility for the accuracy, legality, compliance, and truthfulness of Product Content lies solely with the respective Vendor or Retailer.

7.6.2 Glatro shall not be liable for:

7.7.1 By placing an Order, Customers expressly acknowledge that:

7.7.2 This acknowledgement shall operate as a contractual waiver, to the extent permitted under Indian law.

7.8.1 This Section shall be read in conjunction with the Cancellation, Returns & Refunds provisions of these Terms.

7.8.2 In the event of any inconsistency, the interpretation that limits Glatro’s liability and preserves Platform integrity shall prevail, to the maximum extent permitted by law.

7.9.1 Nothing in this Section shall be construed as diluting Glatro’s intermediary protection under Section 79 of the Information Technology Act, 2000.

7.9.2 All provisions shall be interpreted to preserve Glatro’s safe-harbour status.

8.1.1 Any order placed by a Customer through the Platform (“Order”) constitutes a request to purchase products from the relevant Vendor and does not by itself constitute a binding contract.

8.1.2 An Order shall be deemed to be accepted only upon confirmation of fulfilment, subject to availability, verification, and operational feasibility.

8.1.3 Glatro reserves the right, at its sole discretion, to:

8.2.1 Any automated message, notification, or acknowledgement generated by the Platform confirming receipt of an Order shall be deemed to be an order acknowledgement only and not acceptance.

8.2.2 Acceptance of an Order is subject to:

8.2.3 Glatro shall not be liable for Orders that are not accepted or fulfilled due to the above factors.

8.3.1 Prices displayed on the Platform are determined solely by Vendors and are subject to change without prior notice.

8.3.2 Despite reasonable efforts, pricing, typographical, or technical errors may occur.

8.3.3 In the event of an incorrect price or product information:

8.3.4 Users expressly waive claims arising solely from bona fide pricing or display errors.

8.4.1 Product availability is dynamic and subject to real-time inventory levels.

8.4.2 Items may become unavailable after an Order is placed.

8.4.3 Where permitted, Vendors may offer suitable substitutions.

Acceptance of substitutions shall be at the Customer’s discretion.

8.4.4 Glatro shall not be liable for unavailability of products or non-fulfillment due to stock constraints.

8.5.1 Customers are required to:

8.5.2 Acceptance of delivery shall constitute confirmation of receipt and verification.

8.5.3 Post-acceptance claims relating to:

may not be entertained, subject to applicable law.

8.6.1 Customers may request cancellation only within the time window specified on the Platform.

8.6.2 Once an Order has been:

cancellation may not be permitted.

8.6.3 Cancellation requests beyond the permitted stage may be rejected without liability.

8.7.1 Glatro or the Vendor may cancel an Order, without prior notice, due to:

8.7.2 In such cases, refunds shall be processed in accordance with the refund policy, subject to verification.

8.7.3 Glatro shall not be liable for any indirect losses arising from such cancellations.

8.8.1 Due to the quick commerce model, certain categories of claims are expressly excluded, including:

8.8.2 These exclusions form an essential contractual condition and are agreed to by the Customer at the time of placing the Order.

8.9.1 Where refunds are approved, processing timelines are indicative and subject to:

8.9.2 Glatro shall not be liable for delays caused by third-party financial institutions.

8.9.3 Refunds shall be limited to the amount actually received and shall not include consequential or incidental damages.

8.10.1 Repeated cancellations, false claims, or abuse of refund mechanisms may result in:

9.1.1 Glatro facilitates payments on the Platform through third-party payment gateways, banks, and financial service providers.

9.1.2 Glatro does not operate as a bank, payment aggregator, or financial institution, and does not store sensitive payment credentials such as debit/credit card numbers, CVV, or banking passwords.

9.1.3 All payment processing is subject to the terms, conditions, and policies of the respective third-party payment service providers.

9.2.1 Payments made by Customers are subject to:

9.2.2 Glatro shall not be liable for:

9.2.3 Users agree to resolve payment disputes directly with the relevant payment service provider where required, without prejudice to Glatro’s facilitative role.

9.3.1 Prices displayed on the Platform are determined solely by Vendors.

9.3.2 In addition to product prices, applicable charges may include:

9.3.3 Such charges are non-negotiable and subject to change at Glatro’s discretion.

9.4.1 The Platform may provide a digital wallet or credit balance (“Wallet”) for promotional or transactional purposes.

9.4.2 Wallet balances:

9.4.3 Glatro reserves the right to:

9.5.1 Settlements to Vendors and Delivery Partners are processed on a net basis, after deduction of:

9.5.2 Settlement timelines are indicative only and may be affected by:

9.5.3 Delays of 2–5 working days or more shall not constitute breach or deficiency in service.

9.6.1 Glatro reserves the right to:

to recover amounts owed due to:

9.6.2 Glatro’s determination of amounts due shall be final and binding, subject to statutory remedies.

9.7.1 All prices and payments are subject to applicable taxes, duties, and levies, including GST, as per Indian law.

9.7.2 Vendors are solely responsible for:

9.7.3 Glatro shall not be liable for any tax non-compliance by Vendors or Delivery Partners.

9.8.1 Chargebacks or payment disputes may result in:

9.8.2 Users engaging in payment abuse or fraudulent activity may be permanently blacklisted.

9.9.1 No interest shall accrue on any amounts held by Glatro.

9.9.2 Holding or processing of payments does not create any fiduciary or trustee relationship.

9.10.1 Payment, recovery, and tax obligations shall survive termination of the User’s relationship with Glatro.

10.1.1 Delivery services facilitated through the Platform are provided by independent Delivery Partners and are offered on a best-effort basis.

10.1.2 Glatro’s role in delivery is limited to:

10.1.3 Glatro does not guarantee:

10.2.1 Delivery Partners operate as independent contractors and not as employees, agents, representatives, or franchisees of Glatro.

10.2.2 Nothing in these Terms shall be construed as creating:

10.2.3 Delivery Partners retain full discretion over:

10.3.1 Products may be picked up by Delivery Partners from:

10.3.2 Unless expressly stated otherwise in writing:

10.3.3 Glatro shall not be liable for:

10.4.1 Delivery timelines displayed on the Platform are estimates only and may vary due to:

10.4.2 Delay in delivery shall not automatically entitle the Customer to:

10.5.1 Customers are responsible for:

10.5.2 In the event of Customer unavailability:

10.5.3 Glatro shall not be liable for losses arising from Customer unavailability or incorrect details.

10.6.1 Risk in the product shall pass to the Customer upon successful delivery and acceptance.

10.6.2 Acceptance includes:

10.6.3 Post-acceptance loss, damage, or deterioration shall be the Customer’s responsibility, except where mandated by law.

10.7.1 Glatro shall not be liable for:

10.7.2 Any liability, if established, shall be limited strictly to the extent required under applicable law.

10.8.1 Customers shall:

10.8.2 Glatro reserves the right to:

10.9.1 Delivery Partners are solely responsible for:

10.9.2 Glatro does not guarantee safety or assume liability for Delivery Partner welfare, except where required by law.

10.10.1 Glatro does not guarantee continuous availability of delivery services in all areas or at all times.

10.10.2 Service availability may be restricted or suspended due to operational, regulatory, or security reasons.

10.11.1 All delivery-related provisions shall be interpreted to:

11.1.1 All Users agree to use the Platform lawfully, responsibly, and in good faith, and in a manner that does not:

11.1.2 Users acknowledge that access to the Platform is a privilege and not a right, and is subject to continuous compliance with these Terms.

Users shall not, directly or indirectly, engage in any activity that includes or results in:

Users shall not upload, post, transmit, or make available any content that:

Glatro does not endorse User-generated content and reserves the right to remove it without notice.

Vendors shall not:

Violation may result in immediate delisting, termination, and legal action.

Delivery Partners shall not:

Such conduct may result in permanent blacklisting and reporting to authorities.

11.6.1 Glatro reserves the right to:

11.6.2 Such monitoring is conducted to:

11.7.1 In case of violation, Glatro may, without prior notice, take one or more of the following actions:

11.7.2 Enforcement actions may be applied across identifiers, including phone numbers, devices, IP addresses, payment instruments, or identity documents.

11.8.1 Certain violations, including fraud, violence, theft, or illegal activity, shall attract zero-tolerance enforcement, including immediate termination.

11.8.2 To the maximum extent permitted by law, Glatro’s enforcement decisions shall be final and binding, and Glatro is not obligated to provide appeals or explanations.

11.9.1 Glatro reserves the right to cooperate with law enforcement or regulatory authorities and to disclose information as required by law.

11.9.2 Users waive any claims against Glatro arising from good-faith disclosures or enforcement actions.

11.10.1 Enforcement under this Section shall be without prejudice to:

12.1.1 All intellectual property rights in and to the Platform, including but not limited to:

are the exclusive property of Glatro or its licensors and are protected under applicable Indian laws, including the Trade Marks Act, 1999, the Copyright Act, 1957, and other intellectual property statutes.

12.1.2 Nothing in these Terms shall be construed as granting any right, title, or interest in Glatro’s intellectual property to any User, except as expressly permitted herein.

12.2.1 Subject to continuous compliance with these Terms, Glatro grants Users a limited, non-exclusive, non-transferable, revocable licence to access and use the Platform solely for its intended purposes.

12.2.2 This licence does not permit Users to:

12.2.3 Any unauthorised use shall constitute a material breach and may attract legal action.

12.3.1 The Glatro name, logo, branding elements, and visual identity are proprietary.

12.3.2 Without limitation, the following brand colour codes are part of Glatro’s protected trade dress:

12.3.3 Any unauthorised use, imitation, or reproduction of Glatro’s branding, colour schemes, or trade dress is strictly prohibited and may result in civil and criminal action.

12.4.1 Users may upload or submit content such as reviews, ratings, feedback, or comments (“User Content”).

12.4.2 By submitting User Content, the User grants Glatro a perpetual, irrevocable, worldwide, royalty-free, sublicensable licence to:

12.4.3 Users represent and warrant that they own or have lawful rights to submit such content.

12.5.1 Glatro does not pre-screen or endorse User Content and is under no obligation to publish or retain any content.

12.5.2 Glatro reserves the right to remove, disable access to, or modify any content that:

12.6.1 Glatro respects intellectual property rights and provides a mechanism for reporting alleged infringement.

12.6.2 Complaints must be submitted in writing with:

12.6.3 Upon receipt of a valid complaint, Glatro may:

12.7.1 Failure by Glatro to enforce any intellectual property right shall not constitute a waiver.

12.7.2 All rights not expressly granted are reserved.

12.8.1 This Section shall survive termination of the User’s relationship with Glatro.

13.1.1 The Platform, including all software, features, services, content, and functionalities, is provided on an “as is”, “as available”, and “with all faults” basis.

13.1.2 Glatro makes no representations or warranties, express or implied, regarding:

13.1.3 Users expressly acknowledge that use of the Platform is entirely at their own risk, subject only to non-excludable statutory protections.

13.2.1 To the maximum extent permitted under applicable Indian law, Glatro disclaims all warranties, including but not limited to:

13.2.2 No advice, information, or communication, whether oral or written, shall create any warranty not expressly stated in these Terms.

13.3.1 Glatro shall not be liable for any acts, omissions, negligence, misconduct, or breaches committed by:

13.3.2 Any dispute arising out of such acts shall lie directly between the concerned parties, without recourse to Glatro, except where liability is expressly imposed by law.

13.4.1 To the maximum extent permitted by law, Glatro shall not be liable for any:

13.4.2 This exclusion applies even if Glatro has been advised of the possibility of such damages.

13.5.1 Where liability cannot be excluded under applicable law, Glatro’s aggregate liability, if any, shall be limited to:

whichever is lower, to the extent permitted by law.

13.5.2 Under no circumstances shall Glatro’s liability exceed statutory limits imposed under Indian law.

13.6.1 Users expressly acknowledge that the limitations, exclusions, and disclaimers set out in these Terms constitute an essential basis of the bargain between the User and Glatro.

13.6.2 Without such limitations, Glatro would not be able to provide the Platform on commercially reasonable terms.

13.7.1 Glatro shall not be liable for failure or delay in performance arising from events beyond its reasonable control, including but not limited to:

13.7.2 Performance obligations affected by a force majeure event shall be suspended for the duration of such event.

13.8.1 Nothing in these Terms shall exclude or limit liability that cannot be excluded under the Consumer Protection Act, 2019 or other applicable law.

13.8.2 Subject thereto, all limitations and exclusions shall be enforced to the fullest extent permitted by law.

13.9.1 To the extent permitted by law, Users agree that:

13.9.2 Where such waiver is not legally enforceable, disputes shall proceed on the narrowest permissible basis.

13.10.1 This Section shall survive termination, suspension, or cessation of the User’s access to the Platform.

14.1.1 Each User agrees to indemnify, defend, and hold harmless Glatro, its directors, officers, employees, affiliates, group companies, agents, and service providers from and against any and all claims, demands, actions, proceedings, losses, liabilities, damages, penalties, fines, costs, and expenses (including reasonable legal fees) arising out of or relating to:

14.1.2 This indemnity obligation shall apply regardless of whether such claims are brought by third parties, governmental authorities, or other Users.

14.2.1 Vendors shall additionally indemnify and hold harmless Glatro from and against all claims, losses, liabilities, and expenses arising from:

14.2.2 Glatro may recover indemnified amounts by:

14.3.1 Delivery Partners shall indemnify Glatro against claims arising from:

14.3.2 Glatro shall not be responsible for personal injury, loss of income, or damages suffered by Delivery Partners, except where mandated by law.

14.4.1 Glatro reserves the right, at its discretion, to:

14.4.2 Users shall provide all reasonable assistance and cooperation in such defence, at their own cost.

14.5.1 All costs incurred by Glatro in enforcing these Terms, including legal fees and recovery expenses, shall be recoverable from the defaulting User.

14.5.2 Glatro may set off such amounts against:

14.6.1 Indemnity obligations shall survive termination, suspension, or expiry of the User’s relationship with Glatro.

15.1.1 Glatro reserves the absolute, unconditional, and unilateral right, at its sole discretion, to suspend, restrict, or terminate a User’s access to the Platform, in whole or in part, with or without cause, and with or without prior notice, to the maximum extent permitted by law.

15.1.2 Termination or suspension may be effected for reasons including, but not limited to:

15.1.3 Glatro shall not be required to disclose the specific reasons for termination or suspension, except where mandated by law.

15.2.1 Users expressly acknowledge that Glatro’s decision to suspend or terminate access shall not give rise to any claim, right to compensation, or damages against Glatro.

15.2.2 Glatro shall not be liable for any losses, including loss of business, revenue, data, goodwill, or opportunities, arising from such suspension or termination.

15.3.1 Users may request deactivation of their Account in the manner specified on the Platform or through customer support.

15.3.2 Such termination shall be subject to:

15.3.3 Termination by the User shall not affect liabilities incurred prior to termination.

15.4.1 Upon termination or suspension of an Account:

15.4.2 Glatro shall have no obligation to restore or maintain data, content, or records following termination, subject to statutory requirements.

Glatro reserves the absolute right, at its sole discretion, to amend, modify, update, or revise these Terms, the Privacy Policy, and any associated policies, annexures, or guidelines at any time, in order to reflect changes in law, regulatory requirements, business practices, technology, or platform operations.

Such modifications may be implemented without prior notice, except where notice is required under applicable law.

Any amendments or modifications shall become effective immediately upon being published on the Platform or otherwise communicated in the manner determined by Glatro.

Continued access to or use of the Platform after such amendments shall constitute deemed acceptance of the revised Terms.

Glatro shall not be obligated to provide individual notifications of changes to Users.

(Content continues exactly as your image with numbering updated to 17.x)

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.

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.

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.

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.

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.

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.

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.

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.

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.

Customer obligations relating to payments, misuse, indemnity, dispute resolution, and liability shall survive suspension or termination of the Customer account.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

Payments are captured at checkout through third-party gateways. Refunds shall be processed to the original payment source unless credited to the Wallet, subject to platform policies.

Vendor settlements are generally processed on a weekly basis, subject to verification, adjustments, chargebacks, and disputes. Glatro may offset liabilities against payouts where legally entitled.

Wallet balances are non-transferable, non-withdrawable, and may expire after twelve (12) months unless otherwise mandated by law. Promotional credits are governed by specific promotional terms.

Payment disputes shall be handled as per Glatro’s internal dispute resolution process and are subject to bank and payment gateway timelines.

Glatro may undertake KYC and AML checks for certain transactions or Users to comply with applicable laws and regulatory requirements.

Returns are permitted only as per product category, Retailer policy, and quick-commerce constraints. Certain categories, including perishables and sealed goods, may not be eligible for return.

Approved refunds are processed within indicative timelines of 7–14 business days, subject to payment method and verification.

Unresolved disputes may be escalated to the Grievance Redressal Officer. Further remedies shall be governed by the arbitration and jurisdiction clauses of the Terms.

Claims must be supported by reasonable evidence. Glatro reserves the right to investigate and determine claim outcomes.

Glatro employs automated and manual systems to detect fraud, suspicious activity, and abuse.

Upon suspicion of fraud, Glatro may freeze accounts, withhold funds, or require additional verification.

Egregious or repeat offenders may be permanently blacklisted across Glatro services. Blacklisting decisions shall be final, subject to law.

Criminal conduct shall be reported to law enforcement agencies as deemed necessary.

The Glatro name, logo, and trade dress are proprietary. Use by partners requires prior written consent.

Approved partners may use brand assets strictly in accordance with prescribed brand guidelines. Unauthorised use may result in takedown and legal action.

Glatro performs due diligence to avail intermediary protections under the Information Technology Act, 2000 and applicable rules.

Glatro shall act on valid takedown notices and may provide counter-notice mechanisms as required by law.

Records of complaints and takedown actions shall be maintained as per statutory requirements.

Glatro may disclose information pursuant to court orders, statutory demands, or lawful government requests.

In emergencies involving imminent harm, Glatro may disclose necessary information in good faith without prior notice, as permitted by law.