Terms And Conditions

In some cases, we may act purely as a technology facilitator connecting you with third-party sellers and independent delivery partners. In such situations, the sale of products is a direct contract between you and the relevant seller, and Bakaloo’s role is limited to providing the Platform, payment facilitation and certain customer support functions. We do not assume responsibility for any obligations of third-party sellers except as expressly stated in these Terms or required by applicable law.

The availability of products, offers, delivery slots and serviceable areas is dynamic and may change from time to time based on stock, demand and operational constraints. We may add or remove features, products or services, or modify how the Platform works, without prior notice, provided such changes remain in line with applicable law.

3. Account Registration and Security: To place orders and access certain features, you may be required to create an account on the Platform using your mobile number, email address or other credentials. You agree to provide accurate and complete information and to keep it updated at all times.

You are responsible for maintaining the confidentiality of your login details (including OTPs) and for all activity that occurs under your account. If you become aware of any unauthorised use or suspected breach of security, you should notify us promptly. We reserve the right to suspend, restrict or terminate your access or account if we believe there is a risk of fraud, misuse or violation of these Terms.

By registering on the Platform, you consent to receive communications from us (including transactional messages, service updates and limited marketing messages) through SMS, calls, email, in-app notifications or messaging platforms such as WhatsApp, in accordance with law and our Privacy Policy. You may opt out of non-essential marketing communications as explained in the Privacy Policy.

4. Ordering, Acceptance and Cancellation: When you place an order on the Platform, you are making an offer to purchase the selected products for the prices and on the terms displayed at that time. After you place an order, we may send you an acknowledgement or order summary; however, this does not constitute acceptance. The order is considered accepted, and a binding contract is formed, when the products are picked and confirmed for dispatch from our dark store or partner outlet and we communicate such confirmation to you through the Platform or other channels.

We may, at our discretion, refuse or cancel orders in whole or in part, including for reasons such as product unavailability, incorrect pricing or description, operational constraints, suspicion of fraud or abuse, or violation of these Terms. In such cases, if payment has already been received, we will initiate a refund of the applicable amount in accordance with these Terms. This approach is broadly consistent with practices followed by other quick commerce platforms. 

Because our model is based on fast fulfilment, the window for you to cancel or modify an order may be very limited. Any option to cancel or modify will be shown on the order screen for as long as it is operationally possible. Once an order has reached a certain stage (for example, out for delivery), cancellation or modification may not be allowed.

5. Pricing, Charges and Payment: All prices on the Platform are shown in Indian Rupees (INR) and, unless otherwise stated, are inclusive of applicable taxes. Additional charges such as delivery fees, packaging charges, handling fees, surge or convenience fees may apply to an order and will be clearly displayed at checkout before you confirm payment. Different locations, time slots, order values and product categories may attract different fees.

Despite our best efforts, pricing errors or inaccuracies may occur. If a product is listed or charged at an incorrect price, we may cancel the order or adjust the amount, and we will either process a refund or request the balance amount from you, as appropriate and as permitted by law.

You can pay for your orders using payment methods enabled on the Platform from time to time, which may include UPI, credit/debit cards, net banking, wallets or cash on delivery (where available). Payments are processed by authorised third-party payment service providers, and their terms may also apply. Bakaloo does not store your full card details or UPI PIN, and is not responsible for delays, failures or chargebacks arising from bank or payment gateway issues, though we will reasonably assist you in resolving such problems with the relevant provider.

In some cases, we may require full or partial pre-payment, or may place temporary restrictions on certain payment methods, to manage risk or comply with internal policies.

6. Delivery, Risk and Serviceability: The Platform will display an estimated delivery time based on your location, product availability and other operational considerations. These timings are estimates only and are not guaranteed. While we strive to deliver within the indicated time, factors such as traffic, weather, public events, local restrictions or other unforeseen circumstances may cause delays, similar to other hyperlocal delivery services. 

Delivery will be made to the address you provide when placing the order. You are responsible for ensuring that the address is accurate and that someone is available to receive the order. Our delivery partner may contact you via call or message to coordinate the delivery, and may require OTP or other verification.

Once the order is delivered to the address or person as per your instructions (including, for example, leaving it at the security gate, with a neighbour, or at your doorstep, if you so request), the risk and responsibility for the products passes to you. We will not be liable for loss, theft or damage to the products after successful delivery in accordance with your instructions.

Serviceability of locations and availability of specific products may change from time to time. We may restrict or deny delivery to certain locations or buildings for operational, safety or legal reasons. In such cases, affected orders may be cancelled and refunded as appropriate.

7. Quality, Returns and Refunds: We aim to provide fresh and good-quality products, especially for perishable items like vegetables and fruits. You are encouraged to check the products at the time of delivery. If you believe that a product is damaged, of unacceptable quality, expired, or not what you ordered, you should report the issue within a reasonable period through the Platform or customer support, ideally with clear photos or supporting details.

Our team will review the complaint and may, at our discretion and in accordance with our internal policies, offer a refund, credit, partial refund, or a replacement, where feasible. Our decision on refunds and replacements will be final and binding.

Because of the nature of our products, especially perishable goods, we may not be able to accept returns once the packaging has been opened, the product has been partially or fully consumed, or where the issue is reported long after delivery. Some items, promotional packs or discounted products may be non-returnable or may have specific conditions, which will be mentioned on the Platform wherever possible.

Where a refund is approved, it will be processed to the original payment method or as a wallet/credit balance on the Platform within a reasonable timeframe. Actual credit to your bank account or card will depend on your bank or payment provider.

8. Offers, Promo Codes and Wallets: From time to time, we may run promotional offers, discounts, coupons, referral programmes or wallet schemes. Each such offer will be subject to specific terms and conditions, including validity, minimum order value, user eligibility and usage limits.

You agree not to misuse any offers or referral benefits by creating multiple accounts, sharing codes inappropriately, or engaging in fraudulent or abusive behaviour. We reserve the right to withdraw, modify or cancel any offer, coupon or credit, and to reverse benefits applied to your account, if we believe there has been misuse or if required for technical or legal reasons, following the general pattern used by other players in this sector.

Any in-app wallet balance or credits may only be used for eligible orders on the Platform and may not be redeemable for cash unless required by law. We may set caps and expiry dates for such balances.

9. User Obligations and Acceptable Use: You agree to use the Platform only for personal, lawful purposes and in accordance with these Terms. You will not use the Platform in any manner that could damage, disable, overburden or impair our servers or networks, or interfere with any other person’s use of the Platform.

In particular, you agree not to engage in any fraudulent activity, including creating multiple or fake accounts, using false information, placing speculative or sham orders, misusing refunds or offers, or attempting to circumvent security or usage limits. You also agree not to upload or transmit any content that is unlawful, defamatory, obscene, abusive, hateful, infringing, or otherwise objectionable, and not to use bots, scripts, scraping tools or other automated means to access or interact with the Platform in an unauthorised way.

We may monitor usage patterns for fraud prevention and risk management and may take appropriate action, including warning you, restricting features, cancelling orders or suspending your account, if we reasonably believe that you have violated these obligations.

10. Intellectual Property: All rights, title and interest in and to the Platform, including its design, look and feel, text, graphics, logos, icons, images, software, code and other content, are owned by or licensed to Bakaloo and are protected under applicable intellectual property laws.

You are granted a limited, personal, non-exclusive, non-transferable and revocable license to access and use the Platform solely for placing orders and using our services for your personal use, in accordance with these Terms. You may not copy, reproduce, modify, distribute, publicly display, create derivative works from, reverse engineer or otherwise exploit the Platform or any part thereof without our prior written permission.

Nothing on the Platform should be interpreted as granting, by implication or otherwise, any license or right to use any trademark, logo or service mark displayed on the Platform, except as expressly permitted by us.

11. Third-Party Links and Services: The Platform may contain links to third-party websites, applications or services, including payment gateways, marketing partners, social media platforms or other sites. These links are provided for your convenience only. Bakaloo does not control and is not responsible for the content, policies or practices of such third-party services. Your use of any third-party site or service is solely at your own risk and will be subject to its terms and conditions and privacy policy.

12. Disclaimer of Warranties: The Platform and all services provided through it are made available to you on an “as is” and “as available” basis. To the fullest extent permitted by law, we disclaim all warranties of any kind, whether express, implied or statutory, including but not limited to warranties of merchantability, fitness for a particular purpose, accuracy, completeness and non-infringement.

We do not warrant that the Platform will be uninterrupted, timely, secure or error-free, or that any defects will be corrected. While we make reasonable efforts to display product information and images accurately, the actual product (including size, colour and appearance) may differ slightly from the representation on your screen. You agree that your use of the Platform and services is at your own discretion and risk.

13. Limitation of Liability: To the fullest extent permitted by applicable law, Bakaloo, its affiliates, directors, officers, employees and agents shall not be liable for any indirect, incidental, consequential, special or punitive damages, or for any loss of profits, revenue, data or goodwill, arising out of or related to your use of the Platform or services, even if we have been advised of the possibility of such damages.

Our total aggregate liability for any claim arising out of or relating to the Platform, services or these Terms shall not exceed, to the extent permitted by law, the amount paid by you for the specific order giving rise to such claim. Nothing in these Terms will exclude or limit any liability that cannot be excluded or limited under applicable law.

14. Indemnity: You agree to indemnify and hold harmless Bakaloo, its affiliates, directors, officers, employees and agents from and against any and all claims, demands, losses, liabilities, damages, costs and expenses (including reasonable legal fees) arising out of or in connection with: (a) your use of the Platform or services; (b) your breach of these Terms or any applicable law; or (c) your violation of any rights of another person.

15. Suspension and Termination: We may, at any time and at our discretion, suspend or terminate your access to the Platform or your account, in whole or in part, without prior notice, if we believe that you have violated these Terms, engaged in fraudulent or abusive behaviour, created a risk or potential legal exposure for us, or if required by law or any authority.

You may stop using the Platform at any time and may request deactivation of your account by contacting us. Termination or suspension will not affect any rights or obligations accrued up to that date, including our right to receive any outstanding payments or your obligations under provisions that are intended to survive, such as intellectual property, limitation of liability and indemnity.

16. Governing Law and Jurisdiction: These Terms shall be governed by and construed in accordance with the laws of India, without regard to conflict of law principles. Subject to applicable law, you agree that the courts located at [Surat, Gujarat] shall have exclusive jurisdiction over all disputes arising out of or in connection with these Terms, the Platform or the services.

17. Contact and Grievance Redressal: If you have any questions, concerns or complaints about these Terms or the Platform, you may contact us at:

Bakaloo and Food Enterprise

Address: Bhagat Food Zone, Nr Anand Dhara Soc - 2, Ram Chowk, Mota Varachha, Surat 394101
Email: info@bakalooindia.com
Phone: +91 9924998906

In accordance with the Information Technology Act, 2000 and applicable rules, the details of our designated Grievance Officer are:
Grievance Officer
Name: Nikhil Patel
Designation: Managing Partner
Email: info@bakalooindia.com
Address: Bhagat Food Zone, Nr Anand Dhara Soc - 2, Ram Chowk, Mota Varachha, Surat 394101