Terms of Service

Welcome to Chatori. These Terms of Service ("Terms") govern your access to and use of the Chatori mobile application and related services (collectively, the "Platform"). By creating an account or using the Platform, you agree to be bound by these Terms. If you do not agree, please do not use the Platform.

1. Service Description

Chatori is a technology marketplace platform that connects independent home-cooked tiffin service providers ("Providers") with individuals seeking tiffin meal subscriptions ("Subscribers"). The Platform facilitates discovery, subscription management, menu browsing, delivery coordination, ratings, payments, and communication between Providers and Subscribers.

Chatori is a marketplace intermediary only. We do not prepare, cook, package, or deliver food ourselves.

2. User Accounts

2.1 Registration

To use the Platform, you must create an account using a valid email address or phone number. You must provide accurate and complete information during registration and keep your account information up to date.

2.2 Account Security

You are solely responsible for maintaining the confidentiality of your login credentials. You agree to notify us immediately of any unauthorized access to your account. Chatori shall not be liable for any loss arising from unauthorized use of your account.

2.3 Eligibility

You must be at least 18 years of age to create an account. By registering, you represent and warrant that you meet this age requirement.

3. Provider Terms

3.1 Obligations

Providers agree to:

• Provide accurate, up-to-date information about their menu items, pricing, delivery areas, and meal timings.
• Maintain appropriate food safety and hygiene standards at all times.
• Comply with all applicable food safety regulations, including obtaining and maintaining a valid FSSAI (Food Safety and Standards Authority of India) license or registration as required by law.
• Deliver meals within the promised delivery windows and honour active subscriptions.
• Communicate any service disruptions (holidays, emergency cancellations) in a timely manner via the Platform.

3.2 Food Safety Responsibility

Providers bear full responsibility for the quality, safety, hygiene, and preparation of all food items listed on the Platform. Chatori does not inspect, certify, or guarantee the food prepared by Providers.

3.3 Listing Accuracy

Providers must accurately represent food type (vegetarian, non-vegetarian, Jain, etc.), ingredients, and allergen information where applicable. Misrepresentation may result in suspension or termination of the Provider's account.

4. Subscriber Terms

4.1 Subscriptions

Subscribers may subscribe to one or more Providers for tiffin meal delivery. Subscription details, including pricing, meal type, and duration, are displayed on the Platform and agreed upon at the time of subscription.

4.2 Payment Obligations

Subscribers agree to pay for their subscriptions as per the pricing displayed at the time of subscription. Payments are processed through the Platform's payment gateway. Failure to pay may result in suspension of meal deliveries.

4.3 Skip and Leave Policy

Subscribers may skip individual meals or take leave from their subscription subject to the skip cutoff time set by the respective Provider. Skipped meals may be credited or adjusted as per the Provider's policy displayed on the Platform.

4.4 Cancellation

Subscribers may cancel their subscription at any time. Refunds for cancelled subscriptions will be calculated on a pro-rata basis for unused meals, subject to the refund policy outlined below.

5. Platform Role and Disclaimer

Chatori operates solely as a technology marketplace that connects Providers and Subscribers. Chatori:

• Is not a food business, restaurant, cloud kitchen, or catering service.
• Does not prepare, cook, handle, store, or deliver any food items.
• Does not guarantee the quality, taste, safety, or hygiene of food prepared by Providers.
• Does not employ, supervise, or control Providers or their staff.
• Is not liable for any illness, allergic reaction, or adverse health effect resulting from food consumed via the Platform.

All transactions for food delivery are between the Provider and the Subscriber. Chatori facilitates these transactions but is not a party to the contract between Provider and Subscriber.

6. Payments

6.1 Payment Processing

All payments are processed securely through our third-party payment gateway, Razorpay. By making a payment, you also agree to Razorpay's terms of service and privacy policy.

6.2 Subscription Payments

Subscription fees are charged in advance for the subscription period. Auto-debit may be enabled for recurring subscriptions with the Subscriber's consent.

6.3 Platform Commission

Chatori charges Providers a commission on each subscription transaction. The commission rate is communicated to Providers during onboarding and may be updated with prior notice.

6.4 Refund Policy

Refunds may be issued in the following circumstances:

• Provider cancels the subscription or fails to deliver meals without notice.
• Subscriber cancels with unused meals remaining (pro-rata refund).
• Duplicate or erroneous charges.

Refund requests must be submitted through the Platform or by contacting support@chatori.app. Refunds are processed within 5-10 business days.

7. Content and Conduct

7.1 User-Generated Content

Users may submit reviews, ratings, messages, and other content ("User Content") through the Platform. By submitting User Content, you grant Chatori a non-exclusive, royalty-free, worldwide license to use, display, and distribute such content on the Platform.

7.2 Prohibited Content

Users agree not to post or transmit content that:

• Is false, misleading, defamatory, or fraudulent.
• Contains hate speech, threats, harassment, or discriminatory language.
• Violates any applicable law or regulation.
• Infringes on the intellectual property rights of others.
• Contains spam, solicitations, or advertising unrelated to the Platform.

7.3 Moderation

Chatori reserves the right to review, edit, or remove any User Content at its sole discretion, without prior notice. Repeated violations may result in account suspension or termination.

8. Intellectual Property

The Chatori name, logo, application design, source code, and all associated intellectual property are the exclusive property of Chatori and its licensors. You may not copy, modify, distribute, sell, or lease any part of the Platform or its content without prior written permission.

Provider-submitted content (business names, photos, menus) remains the intellectual property of the respective Providers, with a license granted to Chatori for display on the Platform.

9. Limitation of Liability

To the maximum extent permitted by applicable law:

• Chatori shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from your use of the Platform.
• Chatori's total liability for any claim related to the Platform shall not exceed the amount paid by you to Chatori in the six (6) months preceding the claim.
• Chatori shall not be liable for any loss or damage arising from the acts or omissions of Providers, including but not limited to food quality, delivery delays, or food safety issues.

The Platform is provided "as is" and "as available" without warranties of any kind, express or implied.

10. Indemnification

You agree to indemnify, defend, and hold harmless Chatori, its officers, directors, employees, and agents from any claims, liabilities, damages, losses, or expenses arising from your use of the Platform, your violation of these Terms, or your violation of any applicable law.

11. Termination

Chatori may suspend or terminate your account at any time, with or without cause, with or without notice. Grounds for termination include but are not limited to:

• Violation of these Terms.
• Fraudulent activity or misuse of the Platform.
• Non-payment of dues (for Subscribers) or non-delivery of services (for Providers).
• Repeated complaints from other users.

You may terminate your account at any time by contacting support@chatori.app. Upon termination, any outstanding obligations (payments, refunds) shall survive.

12. Dispute Resolution

In the event of a dispute between a Provider and a Subscriber, Chatori may, at its discretion, facilitate mediation. However, Chatori is not obligated to resolve disputes between users. Unresolved disputes may be escalated to the appropriate legal authorities.

13. Governing Law and Jurisdiction

These Terms shall be governed by and construed in accordance with the laws of India. Any disputes arising from these Terms or the use of the Platform shall be subject to the exclusive jurisdiction of the courts in Pune, Maharashtra, India.

14. Changes to Terms

Chatori reserves the right to modify these Terms at any time. Material changes will be communicated to users via the Platform (in-app notification or email). Continued use of the Platform after such changes constitutes acceptance of the revised Terms.

15. Severability

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.