Terms & Conditions

1. Acceptance & eligibility

These Terms & Conditions (“Terms”) govern your access to and use of the FreshOn website (freshon.in), web application, and iOS and Android applications, together with all related services, ordering, wallet, delivery and AI features (collectively, the “Service”), operated by FreshOn (operated by [REGISTERED LEGAL ENTITY NAME]).

By accessing or using the Service, you confirm that you are at least 18 years old, are competent to enter into a contract under the Indian Contract Act, 1872, and agree to be bound by these Terms and our Privacy Policy and Data & Account Deletion Policy. If you do not agree, do not use the Service.

2. Your account & phone verification

• We authenticate you using your mobile number and a one-time password (OTP). You are responsible for keeping access to that number and your device secure, and for all activity under your account.
• You agree to provide accurate, current information (name, delivery address, contact details) and to keep it updated.
• Notify us immediately of any unauthorised use. We may suspend or terminate an account that is inactive, compromised, or used in breach of these Terms.

3. Products, pricing & availability

• FreshOn sells groceries and fresh, perishable produce. Product images are indicative; natural items vary in size, colour and appearance.
• Many items are sold by weight or volume. The final price and quantity may differ slightly from the estimate at checkout due to natural variation in weighing and packing; you are charged for the actual quantity supplied.
• Prices, offers and availability are subject to change without notice. If a pricing or stock error is discovered after you order, we may cancel the affected item(s) and refund you.
• An order is an offer to buy. A contract forms only when we confirm and begin processing the order. We may decline or limit orders at our discretion (e.g., outside our delivery area, suspected misuse, or stock shortage).

4. Payments & wallet

• Payments are processed by third-party payment providers, including Razorpay and ICICI Bank's payment gateway (UPI). We do not store your full card or bank credentials; those are handled by the provider under their own terms and PCI-DSS standards.
• You may load and use a prepaid FreshOn Wallet. Wallet balances are stored value for purchases on the Service only, are non-transferable, and are not a deposit, bank account or interest-bearing instrument.
• You authorise us (and our providers) to charge your selected payment method for the order total, applicable taxes (including GST), and any delivery or handling fees shown at checkout.

5. Delivery

• We deliver to serviceable addresses and time slots shown in the app. Delivery windows are estimates and may be affected by traffic, weather, or operational factors.
• You are responsible for providing accurate address and location details and for being available to receive the order. Failed deliveries due to incorrect details or unavailability may incur re-delivery charges or cancellation.

6. Cancellations, returns & refunds

• You may cancel an order before it is packed/dispatched. Once a perishable order is packed or out for delivery, it generally cannot be cancelled.
• Because we sell fresh and perishable food, we do not accept returns for change of mind. If an item is missing, damaged, spoiled, or not as described, contact us within 24 hours of delivery with details (and a photo where possible) for a refund, replacement, or wallet credit.
• Approved refunds are issued to your original payment method or FreshOn Wallet, typically within 5–7 business days (the provider's timelines apply). Our detailed refund process is part of these Terms.

7. PRIDE membership & programmes

Certain programmes (such as PRIDE membership, referrals, or rewards) have their own scheme-specific terms presented at enrolment. Where any programme involves a contribution, investment or financial commitment, the scheme-specific terms and applicable law govern it, and you should read them carefully before joining. Rewards and benefits may be modified or withdrawn on reasonable notice.

8. AI-powered features

The Service includes AI-assisted features — including an in-app assistant and other automated tools that use machine-learning and large language models — to help you find products, answer questions, summarise orders, and support customer care (the “AI Features”). By using the AI Features you acknowledge and agree to the following:

• Assistance, not advice. AI output is for general information and convenience only. It is not professional, medical, nutritional, health, legal, or financial advice. Do not rely on it for decisions about allergies, medical conditions, or dietary needs — always check product labels and consult a qualified professional.
• It can be wrong. AI can produce inaccurate, incomplete, or out-of-date information (“hallucinations”). Verify anything important (price, weight, ingredients, availability) against the product page or by contacting us. The product details and your order confirmation prevail over anything an AI Feature says.
• How your inputs are used. Messages and content you submit to the AI Features are processed to generate a response and to operate, secure and improve the Service. This processing may involve trusted third-party AI/LLM providers acting on our behalf under contract. See our Privacy Policy (“AI processing”) for details on data, retention and your choices.
• Don't submit sensitive data. Please do not enter health records, government IDs, full card numbers, passwords, or other highly sensitive information into AI chats. Do not use the AI Features to generate unlawful, harmful, infringing, or abusive content.
• Human oversight & automation. Some operational actions may be assisted or suggested by automated systems with human oversight. Material decisions affecting your order are reviewable by our team, and you can reach a human via support at any time.

9. Acceptable use

You agree not to:

• use the Service for any unlawful, fraudulent, or harmful purpose, or to place fake, speculative, or abusive orders;
• interfere with, probe, scrape, reverse-engineer, overload, or attempt to gain unauthorised access to the Service or its systems;
• infringe our or others' intellectual-property or privacy rights, or upload malicious code; or
• misuse promotions, referrals, wallet, or refunds (including by creating multiple accounts to exploit offers).

10. Intellectual property & your content

The Service, including its branding, content, design, software and the FreshOn name and logo, is owned by us or our licensors and is protected by law. We grant you a limited, non-exclusive, non-transferable, revocable licence to use the Service for personal, non-commercial purposes.

You retain ownership of content you submit (e.g., reviews, photos, chat messages). You grant us a worldwide, royalty-free licence to use, store, and process that content to operate, secure, and improve the Service, and you confirm you have the rights to share it.

11. Third-party services

The Service relies on third parties — payment gateways, mapping and location providers, SMS and push-notification services, AI/LLM providers, and cloud hosting. Your use of those features may be subject to the third party's terms. We are not responsible for third-party services we do not control.

12. Disclaimers & limitation of liability

The Service is provided on an “as is” and “as available” basis, without warranties of any kind to the maximum extent permitted by law. We do not warrant that the Service will be uninterrupted, error-free, or that AI output will be accurate.

To the maximum extent permitted by applicable law, FreshOn and its officers, employees and partners will not be liable for any indirect, incidental, special, consequential, or punitive damages, or loss of profits or data. Our total aggregate liability for any claim relating to an order is limited to the amount you paid for that order. Nothing in these Terms excludes liability that cannot be excluded under applicable law, including under the Consumer Protection Act, 2019.

13. Indemnity

You agree to indemnify and hold FreshOn harmless from claims, losses, and expenses arising out of your breach of these Terms, your misuse of the Service, or your violation of any law or third-party right.

14. Suspension & termination

We may suspend or terminate your access if you breach these Terms or use the Service unlawfully. You may stop using the Service and delete your account at any time — see our Data & Account Deletion Policy. Provisions that by their nature should survive termination (e.g., payment obligations, IP, disclaimers, liability) will survive.

15. Governing law & disputes

These Terms are governed by the laws of India. Subject to applicable consumer-protection law, the courts at Bengaluru, Karnataka have exclusive jurisdiction. We encourage you to contact our grievance officer first so we can try to resolve any issue amicably.

16. Changes to these Terms

We may update these Terms from time to time. We will revise the “Last updated” date and, for material changes, provide reasonable notice in the app. Continued use after changes take effect means you accept the updated Terms.