TERMS OF SERVICE
1. ACCEPTANCE OF TERMS
By downloading, installing, registering with, browsing, or using the SUPLA consumer mobile application, partner application, merchant portal, or website (collectively referred to as the "Platform"), you agree to be bound by these Terms of Service ("Terms") and our Privacy Policy.
If you do not agree to these Terms, you must immediately cease accessing or using the Platform.
2. NATURE OF THE PLATFORM & INTERMEDIARY STATUS
2.1 Online Aggregator Marketplace
SUPLA operates strictly as an online technology aggregator platform connecting end-users ("Consumers") with independent third-party merchants including restaurants, grocery stores, and local retail vendors ("Merchants"), as well as independent last-mile delivery providers ("Delivery Partners").
gavel2.2 Intermediary Safe Harbor Protection
- SUPLA is not a merchant, manufacturer, restaurant, food business operator (FBO), retailer, or transportation agency.
- SUPLA does not sell, prepare, package, or inspect food, groceries, or goods listed on the Platform.
- All commercial and contractual terms—including pricing, preparation, freshness, quality, quantity, packaging, and warranties—are offered and agreed upon solely between the Consumer and the Merchant.
- SUPLA operates as an "Intermediary" under Section 79 of the Information Technology Act, 2000, and complies with the Consumer Protection (E-Commerce) Rules, 2020. SUPLA is not liable for third-party merchant content, listing errors, or service delays caused by independent vendors.
3. USER ACCOUNT REGISTRATION & SECURITY
3.1 Account Creation
To place orders on the Platform, you must register using a valid Indian mobile phone number verified via a One-Time Password (OTP). You agree to provide accurate, current, and complete information during registration.
3.2 Age Requirement
You must be at least 18 years old to create an account or place orders on the Platform. Persons under 18 years of age may use the Platform only under the supervision of a parent or legal guardian.
3.3 Account Security
You are solely responsible for maintaining the security of your mobile device and OTPs. You accept responsibility for all orders, charges, and activities conducted under your registered account.
4. ORDERING, PRICING, & PAYMENT TERMS
4.1 Product Pricing & Listings
Prices, item descriptions, and stock availability displayed on the Platform are determined directly by respective Merchants. Prices may differ from off-line in-store menu prices due to operational or packaging costs set by the Merchant.
4.2 Applicable Taxes & Fees
In addition to item prices, orders may include:
- Delivery Charges: Distance-based fulfillment fees calculated from the Merchant store to your drop-off location.
- Platform Convenience Fees: Platform usage and operational service charges.
- Packaging Charges: Fees levied directly by Merchants for food/grocery packing.
- Government Taxes: Applicable Goods and Services Tax (GST) collected in accordance with statutory regulations.
4.3 Payment Modes
SUPLA supports the following payment methods:
- Online Payments: Facilitated through RBI-licensed payment aggregators via Unified Payments Interface (UPI), Debit/Credit Cards, Net Banking, and authorized mobile wallets.
- Cash on Delivery (COD): Payable in cash or via dynamic QR code to the Delivery Partner upon arrival. SUPLA reserves the right to disable COD for accounts with a history of fraudulent orders, repeated rejections, or unreachability.
5. CANCELLATIONS & REFUND POLICY
timer5.1 Free 2-Minute Cancellation Window
You may cancel an order free of charge within two (2) minutes of placing it, provided the Merchant has not already accepted or started preparing the order.
• If cancelled within this 2-minute window before Merchant acceptance, a 100% refund will be credited directly to your SUPLA In-App Account Wallet.
cancel5.2 Post-Acceptance Cancellations
- Once a Merchant accepts or begins preparing your order, cancellation is strictly non-refundable.
- If you cancel an order after Merchant acceptance, a 100% cancellation charge (equal to the full order value including taxes and delivery fees) will apply to compensate the Merchant for prepared food/goods and the Delivery Partner for dispatch reservation.
5.3 Refund Eligibility
Refunds are granted solely under the following verified conditions:
- Orders cancelled within the valid 2-minute pre-acceptance window.
- Orders cancelled by SUPLA or the Merchant due to stock unavailability or operational constraints.
- Unfulfilled orders caused by platform or technical dispatch failure.
- Verified missing, severely damaged, or incorrect items, provided photographic evidence is submitted via Help & Support within two (2) hours of delivery.
account_balance_wallet5.4 Closed-Loop Wallet Refund Credit
All approved refunds on the Platform are issued exclusively as SUPLA In-App Wallet Credits:
- Non-Transferable Balance: Refund credits stored in your SUPLA Wallet cannot be withdrawn or transferred to an external bank account, card, or UPI ID. Wallet balances are valid solely for purchasing food, groceries, and services on the Platform.
- Instant Credit Speed: Approved refunds are credited to your SUPLA Wallet within 24 hours of grievance verification.
6. DELIVERY & CUSTOMER UNREACHABLE PROTOCOL
6.1 Estimated Time of Arrival (ETA)
Delivery time estimates provided on the Platform are approximations influenced by kitchen preparation time, road traffic, distance, and atmospheric weather in the regional service area. Delays resulting from external factors do not automatically entitle the Consumer to an order cancellation or refund.
call_missed_outgoing6.2 Customer Unreachable Protocol (10-Minute Waiting Rule)
- Upon arriving at the designated delivery address, the Delivery Partner will attempt to contact you via phone call or in-app notifications.
- If you remain unreachable, fail to open the door, refuse to accept the delivery, or do not provide entry access within ten (10) minutes of the Delivery Partner's arrival, the order will be marked as "Cancelled - Customer Unreachable".
- No refund will be issued, and a 100% cancellation fee will be levied to cover Merchant preparation costs and Delivery Partner trip costs. Perishable food items will be disposed of responsibly.
block7. PROHIBITED & RESTRICTED ITEMS
SUPLA maintains a zero-tolerance policy for illegal or regulated items. The Platform strictly prohibits listing, ordering, transporting, or delivering:
- Alcohol and alcoholic beverages.
- Cigarettes, tobacco products, e-cigarettes, and nicotine items.
- Prescription medicines, habit-forming drugs, and controlled medical substances.
- Firearms, weapons, explosives, hazardous chemicals, and illegal contraband.
8. LIMITATION OF LIABILITY & DISCLAIMERS
8.1 Food Quality & Allergen Disclaimer
SUPLA assumes no responsibility for food taste, hygiene, preparation standards, nutritional claims, packaging integrity, or allergen disclosures. The Merchant remains exclusively accountable under the Food Safety and Standards Act, 2006 (FSSAI).
8.2 Service Interruption
The Platform is provided on an "As Is" and "As Available" basis. SUPLA does not warrant uninterrupted, error-free app performance or instant server availability during network outages.
8.3 Maximum Cap on Liability
To the maximum extent permitted under applicable law, SUPLA’s aggregate liability for any claim, loss, or dispute arising out of or related to an order shall not exceed the total order value paid by the Consumer for that specific transaction.
9. INDEMNIFICATION
You agree to indemnify, defend, and hold harmless SUPLA SERVICES LLP, its partners, officers, employees, and agents from any claims, damages, losses, liabilities, or legal expenses resulting from your violation of these Terms, unauthorized use of the Platform, or breach of applicable laws.
10. GOVERNING LAW & JURISDICTION
These Terms shall be governed by, interpreted, and construed in accordance with the laws of the Republic of India. Any legal action, suit, or proceeding arising out of or relating to these Terms shall be subject to the exclusive jurisdiction of the courts located in Palghar District, Maharashtra, India.
support_agent11. GRIEVANCE REDRESSAL MECHANISM
In compliance with the Information Technology Act, 2000, and the Consumer Protection (E-Commerce) Rules, 2020, user inquiries, legal notices, or consumer grievances may be directed to our designated Grievance Desk:
Entity Name: SUPLA SERVICES LLP
Attention: Legal & Grievance Officer
Grievance Email: supla.services@gmail.com
Response Window: Acknowledgement within 48 hours; resolution within 1 month.
Postal Address: SUPLA SERVICES LLP, Wada, Palghar District, Maharashtra - 421303, India.