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Terms & Condition

Terms & Condition

 

Terms & Conditions – Familywala.in

Effective Date: [25/08/2025]

Welcome to Familywala.in (“Familywala,” “we,” “our,” or “us”). These Terms & Conditions (“Terms”) govern your use of our mobile application, website (www.familywala.in), and related services (together, the “Platform”).

By accessing or using our Platform, you agree to comply with and be bound by these Terms. If you do not agree, please do not use our services.

1. Eligibility

  • You must be at least 18 years old to use Familywala.

  • By using the Platform, you represent that you are legally capable of entering into a binding contract under Indian law.

2. Account Registration

  • You must create an account to place orders.

  • You are responsible for maintaining the confidentiality of your login details.

  • Any activity under your account will be considered as done by you.

3. Services Offered

  • Familywala provides instant grocery, vegetable, and daily essentials delivery within 10 minutes in eligible locations.

  • Delivery timelines are subject to traffic, availability of products, and location. In rare cases, delivery may exceed 10 minutes.

  • Service availability may vary depending on location, operating hours, and local regulations.

4. Orders & Pricing

  • All prices listed on the Platform are in Indian Rupees (INR) and are inclusive of applicable taxes unless stated otherwise.

  • Prices and product availability are subject to change without prior notice.

  • An order is confirmed only after successful payment (if prepaid) or acceptance by the delivery partner (if Cash on Delivery is allowed).

5. Deliveries

  • We strive to deliver all orders within 10 minutes. However, delivery timelines are not guaranteed and may vary due to external factors (traffic, weather, operational issues, etc.).

  • Users must ensure that the delivery address and contact details are accurate.

  • If a delivery attempt fails due to incorrect details or unavailability of the customer, the order may be canceled, and no refund will be issued.

6. Cancellations & Refunds

(a) Order Cancellation by Customer

  • Orders can only be canceled within 2 minutes of placing them. After that, cancellation may not be allowed due to fast dispatch timelines.

(b) Order Cancellation by Familywala

  • We reserve the right to cancel orders due to product unavailability, technical errors, or other unforeseen circumstances. Refunds (if applicable) will be processed within 5–7 business days.

(c) Refunds

  • Prepaid orders canceled as per policy will be refunded to the original payment method.

  • Refund timelines depend on your bank or payment provider.

  • No refunds will be provided for incorrect delivery addresses, customer unavailability, or change of mind after delivery.

7. Returns & Replacements

  • Perishable items such as fruits and vegetables are not eligible for returns unless damaged or spoiled at the time of delivery.

  • Customers must raise complaints within 2 hours of delivery with proper proof (photo/video).

  • Non-perishable items may be eligible for replacement as per Familywala’s discretion.

8. User Responsibilities

  • Provide accurate delivery details and ensure availability at the delivery location.

  • Not misuse the Platform for unlawful purposes (fraud, fake orders, abusive behavior, etc.).

  • Treat delivery partners and support staff with respect. Any abusive or inappropriate behavior may result in account suspension.

9. Payments

  • Payments can be made via UPI, debit/credit cards, net banking, wallets, or Cash on Delivery (if available).

  • Familywala uses secure third-party payment gateways. We do not store sensitive payment details.

10. Limitation of Liability

  • Familywala shall not be liable for:

    • Delays due to external factors beyond our control.

    • Losses arising from incorrect user details or unavailability.

    • Damages caused by misuse of products after delivery.

11. Intellectual Property

  • All content on the Platform (logos, text, graphics, app design, etc.) is the property of Familywala and protected under copyright laws.

  • Users may not copy, reproduce, or distribute content without prior written permission.

12. Suspension & Termination

  • Familywala may suspend or terminate accounts if:

    • The user violates these Terms.

    • Fraudulent or abusive activity is detected.

    • Required by law or government authorities.

13. Governing Law & Jurisdiction

  • These Terms are governed by the laws of India.

  • Any disputes will be subject to the exclusive jurisdiction of courts in [Insert City, India].

14. Contact Us

For queries regarding these Terms, please contact:

📧 support@familywala.in
🌐 www.familywala.in
🏢 Familywala Eshop Pvt. Ltd.,

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