Terms & Conditions

1. Acceptance of Terms

These Terms constitute a legally binding agreement between you and Fresh Dhara Limited ("we," "our," "us"). By using our Services, you confirm that you are at least 18 years of age or possess legal parental or guardian consent to use this Platform. If you are accepting these terms on behalf of a minor, you agree to take full responsibility for their actions and conduct on the Platform.

2. Account Registration & Security

To use core features of our service (such as checking out or tracking orders), you must register for an account verified via a mobile phone OTP:

• Accuracy of Information: You agree to provide current, accurate, and complete information during registration (such as name, phone, landmark, and delivery address) and to update this profile immediately when details change.
• Credential Safety: You are responsible for safeguarding your login OTP codes and restricting access to your account. You agree to take responsibility for all actions occurring under your account. Notify us immediately of any suspected unauthorized access.
• Account Closure: We reserve the right to suspend, lock, or delete user accounts at our sole discretion if we detect violations of these terms, delivery abuse, or promotional code manipulation.

3. Menu Prices & Items

We work with restaurant, grocery, and local merchant partners to display menu items, weights, prices, and specifications:

• Product Representation: Photos, calorie counts, and product descriptions are provided for reference only. Actual packaging, color, size, and freshness may vary.
• Pricing and Adjustments: Prices for meals and groceries are subject to change without notice due to seasonal costs. While we check pricing details, errors may happen. If an item is mistakenly listed with an incorrect price, we reserve the right to cancel the order for that item.
• Inventory Limits: All items are subject to real-time merchant stock availability. If an item you ordered is out of stock, we will contact you to offer a replacement or process a refund.

4. Delivery & Radius Limits

Our delivery system uses independent delivery riders to transport orders:

• Service Coverage: Our active service zone covers Gocharan, Dakshin Barasat, and surrounding areas in West Bengal, India. We generally restrict delivery to a 2.5 km radius from central hubs. Orders outside this radius may be cancelled or subject to long-distance fees.
• Delivery Estimates: Delivery times displayed during ordering are estimates based on preparation time, rider availability, traffic, and weather conditions (such as heavy rain). Fresh Dhara does not guarantee exact delivery times and is not liable for delayed orders caused by factors outside our direct control.
• Failed Delivery Attempts: If a delivery partner cannot complete an order because you provided an incorrect address, you did not answer calls, or no one was present to collect the order, you will still be charged the full transaction amount.

5. Payment, Billing, & Tax

We process payments through secure, third-party payment gateway integration partner services:

• Accepted Methods: We accept online payments (UPI, Credit/Debit cards, Net Banking) and Cash on Delivery (COD) for eligible locations.
• Taxes & Service Fees: The total price at checkout includes item costs, delivery charges, packaging costs, merchant fees, and applicable government taxes (including GST).
• Payment Failures: In case your card/bank is debited but the order fails, the payment gateway typically returns the funds within 5 to 7 working days. Fresh Dhara is not responsible for bank settlement delays.

6. Cancellations & Refunds

Cancellation and refund rules are strictly structured to prevent food waste and merchant losses:

• Cancellation Policy: You can cancel an order within 60 seconds of placing it. Once a restaurant or merchant accepts the order and begins meal preparation or grocery packaging, the order cannot be cancelled, and no refund will be provided for cancellations attempted after this point.
• Perishable Goods & Food Return: We do not accept returns on hot meals or opened perishables (vegetables, milk, fruits) unless you receive the wrong product, or the item is spoiled. Damage or quality complaints must be reported to customer support immediately with photos at the time of delivery.
• Refund Process: Approved refund claims will be credited back to your original payment channel within 3 to 7 business days, depending on your bank's policies.

7. Intellectual Property

The Platform design, source code, logos, trademarks, page layouts, text descriptions, images, graphics, and database contents are the property of Fresh Dhara Limited or its partner providers and are protected by Indian copyright and intellectual property laws. You are granted a limited, personal, non-commercial license to access the Platform. You may not scrape, copy, modify, distribute, reproduce, or reverse-engineer any part of our site or apps without our explicit written consent.

8. Prohibited Conduct

Users must use the Platform responsibly. You agree that you will not:

• Use automated tools (bots, crawlers, scrapers) to gather data from the Platform.
• Attempt to bypass security features, probe system vulnerabilities, or access restricted database interfaces (such as admin panels `ems_admin.html` or `stock_admin.html`).
• Create fake profiles or multiple accounts to abuse coupon codes, sign-up promotions, or referral programs.
• Engage in abusive, hostile, or harassing behavior towards our delivery riders, merchant staff, or customer service agents.

9. Disclaimer of Warranties

The Platform and Services are provided on an "as is" and "as available" basis. Fresh Dhara makes no warranties, express or implied, regarding the continuous availability, error-free operation, or secure nature of our digital services. We are a logistics and ordering portal; we do not manufacture food or prepare items. We do not guarantee the preparation standards, hygiene, ingredient quality, or allergen statements of products sold by third-party merchants.

10. Liability & Indemnity

• Limitation of Liability: To the maximum extent permitted by law, Fresh Dhara, its directors, employees, riders, and agents will not be liable for any indirect, incidental, special, or consequential damages (including loss of profits, revenue, or data) arising from your use of the Services. In any event, our total liability for any claims shall not exceed the price you paid for the specific order.
• Indemnification: You agree to defend, indemnify, and hold harmless Fresh Dhara Limited and its affiliates from any claims, losses, damages, liabilities, and legal costs arising out of your breach of these Terms or misuse of the Platform.

11. Governing Law & Contact

These Terms and Conditions shall be governed by and construed in accordance with the laws of India. Any legal disputes arising out of these terms or your use of the Services shall be subject to the exclusive jurisdiction of the courts located in Baruipur or Alipore, South 24 Parganas, West Bengal, India. For questions or complaints, please reach us at:

• Customer Support Chat: Contact Support
• Registered Office: Gocharan, Dakshin Barasat, South 24 Parganas, West Bengal, Pin 743372, India.