Terms of Service

1. Acceptance of Terms

These Terms of Service (“Terms”) govern your access to and use of the Foodeez mobile application and related services (together, the “Platform”). By downloading, installing, registering on, or using the Platform, you agree to be bound by these Terms and enter into a legally binding agreement with Palate Networks Private Limited (“Foodeez,” “we,” “us,” “our”). If you do not agree, do not use the Platform. These Terms cover only Foodeez’s two services: ordering food for delivery, and reserving a table to dine in.

2. Definitions

• “You” / “Customer” — any individual who registers on or uses the Platform to place a delivery Order or a dine-in Reservation.
• “Restaurant Partner” — a restaurant, eatery, or food outlet listed on the Platform.
• “Delivery Partner” — an independent contractor engaged to pick up and deliver an Order.
• “Order” — a request placed through the Platform to purchase food from a Restaurant Partner for delivery.
• “Reservation” — a request placed through the Platform to book a table at a Restaurant Partner for dine-in.
• “Foodeez Wallet” — the in-app closed-loop prepaid balance described in Section 9.
• “Services” — the Platform’s delivery-ordering and dine-in-reservation functionality, together with the support, payment, and tracking that go with them.

3. Eligibility and Registration

3.1. You must be at least 18 years old to create a Foodeez account.

3.2. You register using your mobile phone number and an OTP sent to it; keeping that number secure is your responsibility.

3.3. You agree to provide accurate registration information (name, phone number, delivery address) and to keep it current.

3.4. One account per person. You are responsible for all activity under your account and must notify us immediately of any unauthorized use.

3.5. The Services are available only in the localities we currently serve. Availability outside a serviceable area is not guaranteed.

4. Nature of Our Services

4.1. Foodeez connects Customers with Restaurant Partners for two purposes only: (a) delivery ordering, and (b) dine-in reservations. We do not prepare or sell food ourselves.

4.2. For a delivery Order, the sale contract is between you and the Restaurant Partner; Foodeez facilitates order placement, payment, delivery coordination, and tracking, but is not a party to that sale.

4.3. For a dine-in Reservation, Foodeez passes your request to the Restaurant Partner, who is responsible for honoring it and for the in-restaurant experience.

4.4. We do not guarantee the quality, hygiene, safety, or availability of any menu item — that responsibility rests with the Restaurant Partner.

4.5. Prices and menu availability are set by Restaurant Partners and may change without notice.

4.6. Restaurant Partners are solely responsible for obtaining and maintaining a valid license under the Food Safety and Standards Act, 2006 (FSSAI) and for complying with all applicable food safety and hygiene laws. Foodeez does not inspect, certify, or guarantee a Restaurant Partner’s compliance with such laws.

5. Placing a Delivery Order

5.1. Placing an Order authorizes us to share your Order details, contact number, and delivery address with the relevant Restaurant Partner and Delivery Partner, solely to fulfil that Order.

5.2. An Order is confirmed only once the Restaurant Partner accepts it. If a Restaurant Partner cannot fulfil an Order, we will cancel it and process a refund per Section 8.

5.3. Delivery time estimates are approximate and may be affected by traffic, weather, restaurant preparation time, or order volume.

5.4. You are responsible for providing a correct, reachable delivery address and contact number; we are not responsible for delays or failed delivery caused by incorrect details or your unavailability.

5.5. Delivery Partners are independent contractors engaged by Foodeez on a non-exclusive basis, and are not employees of Foodeez or Palate Networks Private Limited.

6. Dine-in Reservations

6.1. A Reservation is a request sent to the Restaurant Partner and is confirmed only once the Restaurant Partner accepts it.

6.2. The Restaurant Partner is solely responsible for table availability, seating, and the dine-in experience itself.

6.3. Cancellation:

• Cancelled at least 2 hours before your booked reservation time → full refund.
• Cancelled less than 2 hours before your booked reservation time → not eligible for a refund.

7. Pricing, Payment & Coupons

7.1. Your order summary shows the item total, delivery fee, taxes, and any coupon discount before you confirm payment.

7.2. You may pay using UPI, debit/credit card, cash on delivery (where offered), or your Foodeez Wallet balance, processed through our third-party payment gateway partner, Razorpay; we do not store your full card details.

7.3. A coupon issued by a specific Restaurant Partner is valid only there. A coupon issued by Foodeez may apply across some or all Restaurant Partners, as stated in its terms, and may require a minimum order value.

7.4. Coupon eligibility and discounts are validated on our systems at checkout and apply only if their stated conditions are met.

7.5. We may modify, suspend, or discontinue any coupon or offer at our discretion.

8. Cancellation and Refund Policy

8.1. Once you confirm and pay for a delivery Order, it cannot be cancelled by you, and is non-refundable — review your items, address, and total carefully before paying.

8.2. If a Restaurant Partner is unable to fulfil your Order (e.g., an item is unavailable, or the order is rejected), we will cancel it and refund the amount paid.

8.3. Order issues after delivery: if you report a problem with a delivered Order (missing items, wrong items, quality concerns), Foodeez will investigate the complaint. Whether a refund is due, and the amount, is decided by Foodeez based on that investigation — it is not automatic.

8.4. Dine-in Reservation cancellations are refunded per the 2-hour rule in Section 6.3.

8.5. Refund processing: where a refund is due under this Section, it will be processed within 5–7 working days, to your original payment source or as Foodeez Wallet credit.

9. Foodeez Wallet

9.1. The Foodeez Wallet is an in-app prepaid balance you may top up and use to pay for Orders and, where available, dine-in bills.

9.2. The Foodeez Wallet is a closed-system prepaid payment instrument: it can be used only to pay for Orders and dine-in bills on the Foodeez Platform, and cannot be redeemed for cash, transferred to another person or wallet, or used outside the Platform.

9.3. We are not responsible for wallet balance lost because you shared your account credentials or OTP with someone else.

10. Your Responsibilities

You agree that you will: use the Platform only for genuine personal ordering and reservation purposes, not resale or commercial use; provide accurate delivery and contact information; not place fraudulent Orders or Reservations, or misuse coupons (e.g., via multiple accounts); not abuse or harass Delivery Partners or Restaurant Partner staff; not access the Platform other than through our official app, including via scripts, bots, or scraping; and not reverse-engineer, decompile, or extract the Platform’s source code.

11. Intellectual Property

The Foodeez name, logo, app design, and platform content are our property or licensed to us. We grant you a limited, personal, non-exclusive, non-transferable license to use the Platform for your own ordering and reservation purposes. You may not copy, modify, distribute, or create derivative works from the Platform without our written permission.

12. Disclaimers and Limitation of Liability

12.1. The Platform is provided “as available,” without a guarantee of uninterrupted or error-free operation.

12.2. To the fullest extent permitted by law, Foodeez is not liable for food quality, hygiene, or safety issues at a Restaurant Partner; for Delivery Partner delays or conduct beyond our reasonable facilitation and support; or for losses from your own inaccurate information.

12.3. To the extent permitted by law, Foodeez’s aggregate liability for any claim arising from an Order or Reservation shall not exceed the amount you paid for that Order or Reservation.

13. Indemnification

You agree to indemnify Foodeez against any claim, loss, or liability arising from your breach of these Terms, misuse of the Platform, or violation of applicable law.

14. Suspension and Termination

We may suspend or terminate your account for breach of these Terms, misuse of the Platform, fraudulent Orders, or abuse of Delivery Partners or Restaurant Partner staff. You may stop using the Platform or request account deletion at any time through Settings.

15. Force Majeure

We are not liable for failure or delay in providing the Services due to circumstances beyond our reasonable control (natural disasters, strikes, internet/telecom outages, government action).

16. Changes to These Terms

We may update these Terms; the “Last updated” date above will reflect that. Continued use after a change takes effect means you accept the revised Terms.

17. Grievance Redressal

Complaints about an Order, a Reservation, or the Platform can be raised via in-app chat or by emailing support@foodeez.in.

18. Governing Law and Dispute Resolution

These Terms are governed by the laws of India, with exclusive jurisdiction in the courts at Hyderabad.

19. Severability

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

20. Notices

We may send you legal notices related to these Terms via email, SMS, or in-app notification, to the contact details on your account. You may send us notices at support@foodeez.in.

21. Assignment

You may not transfer or assign your account or any rights under these Terms to another person. We may assign our rights and obligations under these Terms, including to an affiliate or successor entity, without affecting your rights as a Customer.

22. Contact Us

Email: support@foodeez.in, or reach us via in-app chat.