MealVersity Restaurant Partner Service Policy

Entity: MealVersity Technologies Private Limited
CIN: U62099WB2025PTC284465
Version: 1.0
Effective Date: 01 August 2026
Last Updated: 01 August 2026
Registered Office: Brainware University Business Incubation Centre (BWU-BIC), Barasat, North 24 Parganas, West Bengal, India
Contact: business@mealversity.com | +91 8900099783

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1. Services Provided by MealVersity

Depending on the Partner's approved plan and service area, MealVersity may provide:

• Restaurant onboarding and verification;
• Restaurant listing;
• Menu and catalogue management;
• Customer-order transmission;
• Online and COD payment coordination;
• Delivery-partner assignment;
• Order and delivery tracking;
• Offers and promotional tools;
• Cart-gift management;
• Customer-support coordination;
• Complaint and refund administration;
• Earnings and settlement reporting;
• Performance analytics;
• Push notifications and operational alerts;
• Application-version management; and
• Partner support.

The availability of individual features may depend on service zone, app version, Restaurant status and commercial arrangement.

2. Partner Onboarding Service

MealVersity will provide an application process through which a Restaurant can submit:

• Owner and authorised-person information;
• Restaurant details;
• Address and current location;
• PAN, GSTIN and FSSAI information;
• Bank details;
• Compliance documents;
• Restaurant and kitchen photographs;
• Menu information; and
• Operating hours.

Mobile and email OTP verification may be required before submission.

MealVersity may:

• Approve the application;
• Reject the application;
• Request correction;
• Request additional documents;
• Require further verification; or
• Conduct physical or remote inspection.

The Restaurant cannot receive customer orders until the application is approved and activated.

3. Active Service Zone Requirement

1. A Restaurant must operate from an address within an active MealVersity service zone.
2. The approved location cannot be changed without MealVersity review.
3. MealVersity may restrict ordering when:
   • The service zone becomes inactive;
   • Delivery is temporarily unsafe;
   • Delivery-partner capacity is unavailable;
   • The Restaurant changes location without approval; or
   • The approved operational radius changes.
4. MealVersity should notify affected Partners about a planned permanent zone change where reasonably possible.

4. Restaurant Listing Service

MealVersity may display the approved Restaurant's:

• Name;
• Logo;
• Photographs;
• Address or locality;
• Cuisine;
• Menu;
• Prices;
• Offers;
• Operating hours;
• Online/offline status;
• FSSAI number;
• Ratings;
• Hygiene rating, where available; and
• Other legally required seller information.

MealVersity may temporarily hide inaccurate, unlawful, expired or unsafe information while it is reviewed.

5. Menu and Catalogue Service

The Partner App may allow the Restaurant to:

• View its menu;
• Add new item requests;
• Request edits;
• Manage add-ons;
• Update prices;
• Upload photographs;
• Mark items available or out of stock;
• Hide eligible items;
• View catalogue-request status; and
• Review approved or rejected changes.

Material menu additions or changes may require approval before publication.

MealVersity may reject or return a request when:

• Required information is missing;
• The price or description is misleading;
• The photograph is unsuitable or unauthorised;
• Food classification is incorrect;
• The item is prohibited;
• Compliance information is missing; or
• The item does not match the Restaurant's approved business.

The Restaurant should receive a reason when a catalogue request is rejected.

6. Item Availability Service

1. The Restaurant must maintain current item availability.
2. Out-of-stock items must be updated immediately.
3. MealVersity may temporarily mark an item unavailable after:
   • Repeated order rejection;
   • Customer complaints about availability;
   • Catalogue or compliance review;
   • Food-safety concerns; or
   • Technical inconsistency.
4. The Restaurant must not accept an order for an item it knows is unavailable.

7. Offer and Promotion Service

The Partner App may allow eligible Restaurants to create or participate in:

• Item discounts;
• Restaurant offers;
• Cart-level promotions;
• Buy-and-get offers;
• Free add-ons;
• Cart gifts; and
• MealVersity-funded or jointly funded campaigns.

Every offer must identify:

• Eligible items;
• Benefit or gift;
• Minimum order;
• Validity;
• Usage limit;
• Funding responsibility;
• Stock requirement; and
• Applicable restrictions.

MealVersity may pause an offer that is misleading, technically defective, out of stock, unlawful or causing an unintended pricing result.

Restaurant-funded promotional amounts will be reflected in settlement reports.

8. Order Notification Service

1. MealVersity will send new-order alerts through the Partner App and available notification channels.
2. The Restaurant must:
   • Maintain a working internet connection;
   • Keep notifications enabled;
   • Use a supported app version;
   • Keep the authorised device operational; and
   • Respond within the displayed order timer.
3. MealVersity is not responsible for missed alerts caused solely by:
   • Disabled device notifications;
   • Restaurant internet failure;
   • Device power or hardware failure;
   • Unsupported app version; or
   • Unauthorised modification of the app.
4. MealVersity should provide an in-app order list so that the Restaurant can verify pending orders even if a push notification is delayed.

9. Order Acceptance Service

For every new order, the Partner App should display:

• Order ID;
• Ordered items;
• Quantities;
• Add-ons;
• Promotional items;
• Special instructions;
• Payment type;
• Preparation requirement; and
• Available action time.

The Restaurant must accept or reject the order within the displayed period.

Acceptance confirms that:

• Items are available;
• The order can be prepared;
• The displayed price is accepted;
• Special instructions have been reviewed; and
• The Restaurant can meet the indicated preparation requirement.

10. Order Preparation Service

After accepting an order, the Partner App may provide actions to:

• Start preparation;
• View the preparation timer;
• Mark the order ready;
• View rider assignment;
• Confirm rider arrival;
• Confirm pickup; and
• Report an operational problem.

The Restaurant must use each status accurately.

The Restaurant must not:

• Start preparation before actually beginning;
• Mark an incomplete order ready;
• Mark an order handed over before pickup; or
• Manipulate timestamps to improve performance results.

11. Restaurant Cancellation Service

The Partner may cancel an eligible order before preparation for a genuine reason.

The Partner must provide the correct cancellation reason.

MealVersity may record:

• Cancelling party;
• Reason;
• Time;
• Preparation status;
• Customer payment status;
• Delivery assignment status; and
• Applicable financial adjustment.

Unjustified Restaurant cancellation may result in:

• Performance impact;
• Refund liability;
• Contractual penalty;
• Temporary offline status; or
• Account review.

Any deduction must be itemised and open to dispute.

12. Customer Cancellation Handling

1. Customers may ordinarily cancel before preparation begins.
2. MealVersity will notify the Restaurant when a customer cancellation is approved.
3. The Restaurant must stop preparation after receiving a valid cancellation.
4. Once preparation starts, cancellation may require support review.
5. MealVersity may use timestamp and status evidence to assign financial responsibility.
6. The Restaurant must not falsely start preparation to block cancellation.

13. Delivery Assignment Service

MealVersity may:

• Create a delivery request;
• Search for an eligible delivery partner;
• Assign or offer the order to a delivery partner;
• Display rider details to the Restaurant;
• Track rider arrival;
• Record pickup; and
• Monitor delivery progress.

Delivery assignment may be affected by:

• Distance;
• Rider availability;
• Weather;
• Demand;
• Traffic;
• Safety;
• Restaurant preparation status; and
• Service-zone rules.

A delay in rider assignment should be visible to the Restaurant, and material delays should be escalated through operational support.

14. Rider Handover Service

1. Pack the complete order before marking it ready.
2. Verify the assigned rider and order ID.
3. Hand over all items, add-ons, beverages and gifts.
4. Confirm pickup only after physical handover.
5. Report an incorrect rider, delayed pickup or handover dispute immediately.
6. Avoid disclosing unnecessary customer information to the rider.
7. Not request unauthorised payments from the rider.

MealVersity may retain pickup timestamps, rider-location information and handover evidence for dispute resolution.

15. Returned and Refused Order Service

When a customer refuses an order or delivery fails, MealVersity may begin verification.

The Restaurant may receive:

• Refusal status;
• Return instruction;
• Expected return status;
• Rider handover information;
• Request for return confirmation; and
• Financial-resolution status.

The Restaurant must confirm whether the order was:

• Received;
• Incomplete;
• Damaged;
• Tampered with; or
• Not received.

A disputed return may require evidence.

Food returned after a customer-delivery attempt must not be resold unless permitted by law and independently verified as safe.

16. Customer Support and Complaint Service

MealVersity may provide a support workflow for:

• Missing items;
• Wrong orders;
• Food-quality complaints;
• Packaging damage;
• Food-safety concerns;
• Delivery disputes;
• Customer cancellations;
• Refunds;
• Return disputes;
• Settlement questions; and
• Technical problems.

The Restaurant may be asked to provide:

• Written explanation;
• Preparation records;
• Item or packaging photographs;
• Handover evidence;
• Stock information; or
• Corrective action.

MealVersity should review customer, Restaurant and rider evidence before assigning final fault.

17. Refund Administration Service

MealVersity may review or administer customer refunds.

A refund decision may be:

• Approved;
• Partially approved;
• Rejected;
• Pending evidence; or
• Escalated for administrative review.

Restaurant refund liability must be based on the verified cause.

The Restaurant should be able to view:

• Order ID;
• Complaint category;
• Affected item;
• Refund amount;
• Liability allocation;
• Decision status;
• Deduction status; and
• Appeal route.

MealVersity must not deduct the same refund more than once.

18. Earnings Service

The Partner App should show earnings information including:

• Gross sales;
• Order value;
• Food and add-on revenue;
• Packaging revenue;
• Commission;
• Restaurant-funded promotion;
• Tax;
• Refund deduction;
• Cancellation adjustment;
• Return adjustment;
• Previous adjustment; and
• Net Restaurant earning.

Date filters may be provided for daily, weekly, monthly or custom-period reports.

Permanent summary information may also display:

• Unsettled earnings;
• Upcoming settlement;
• Completed settlements;
• Deductions;
• Adjustments; and
• Total payable balance.

19. Settlement Service

1. MealVersity will calculate settlement according to the Commercial Schedule.
2. Settlement will be transferred to the approved bank account.
3. Settlement timing will follow the agreed weekly cycle, with each cycle settled on the following Monday for orders completed in the preceding settlement week (Monday-Sunday), subject to the Commercial Schedule.
4. A settlement may be delayed where:
   • Bank details are incorrect;
   • Bank verification is pending;
   • Transfer fails;
   • A legally required hold applies;
   • Fraud investigation is active; or
   • The amount is subject to a genuine dispute.
5. Undisputed amounts should not be withheld without contractual or legal grounds.
6. Failed settlements should show a status and corrective action.
7. Every settlement should have a reference number and statement.

20. Settlement Dispute Service

A Partner may raise a settlement dispute for:

• Missing payout;
• Incorrect commission;
• Duplicate deduction;
• Incorrect refund liability;
• Incorrect cancellation penalty;
• Incorrect promotional deduction;
• Tax discrepancy; or
• Bank-transfer failure.

The dispute must identify the settlement or order reference and the disputed amount.

Settlement disputes should be submitted within 7 (seven) days after the statement becomes available.

MealVersity should:

• Issue a ticket number;
• Acknowledge the dispute;
• Investigate relevant records;
• Provide a decision and reason; and
• Correct verified errors in a later or separate settlement.

21. Performance Service

The Partner App may show:

• Order acceptance rate;
• Missed orders;
• Preparation time;
• Ready-on-time performance;
• Restaurant cancellation rate;
• Item availability;
• Verified complaint rate;
• Refund responsibility;
• Packaging accuracy; and
• Compliance status.

Performance calculations should:

1. Use recorded operational events.
2. Distinguish Restaurant fault from customer, rider and platform fault.
3. Avoid treating unverified complaints as confirmed Restaurant failure.
4. Provide an appeal route for material errors.
5. Explain how performance may affect visibility, availability or account status.

22. Notification and Alert Service

MealVersity may send alerts for:

• New orders;
• Pending order response;
• Preparation delay;
• Rider assignment and arrival;
• Customer cancellation;
• Return request;
• Catalogue decision;
• Document expiry;
• Settlement;
• Complaint;
• Refund decision;
• Account status; and
• App update.

The Partner is responsible for enabling appropriate notification permissions.

Critical operational events should also remain visible inside the Partner App.

23. App Version and Update Service

1. MealVersity may publish recommended or mandatory Partner App updates.
2. Mandatory updates may be required for:
   • Security;
   • Payment protection;
   • Order compatibility;
   • Legal compliance;
   • Notification reliability; or
   • Critical defect correction.
3. The Partner may be prevented from using an unsupported version after reasonable notice.
4. MealVersity should identify the required version and provide an update route.

24. Platform Availability

MealVersity will use reasonable efforts to maintain Partner services but does not guarantee uninterrupted availability.

Services may be interrupted because of:

• Planned maintenance;
• Emergency maintenance;
• Network or cloud failure;
• Payment-provider failure;
• Mapping-service failure;
• Cybersecurity incident;
• Force majeure; or
• Another event outside reasonable control.

MealVersity should:

• Provide notice of planned material maintenance where practicable;
• Restore critical services promptly;
• Preserve confirmed-order and payment records; and
• Reconcile transactions affected by an outage.

25. Restaurant Technical Requirements

The Restaurant must maintain:

• A compatible device;
• A supported operating system;
• A stable internet connection;
• Current Partner App version;
• Enabled order notifications;
• Accurate device date and time; and
• Appropriate device and account security.

The Partner must not:

• Modify the Partner App;
• Use unauthorised automation;
• Reverse-engineer protected systems;
• Manipulate API requests;
• Circumvent security controls; or
• Use an unofficial copy of the app.

26. Service Security

MealVersity may use:

• OTP verification;
• Password protection;
• Device and session controls;
• Role-based access;
• Audit logs;
• Duplicate detection;
• Document verification;
• Payment verification;
• Encryption in transit; and
• Fraud monitoring.

MealVersity may temporarily block a session or action presenting a security risk.

The Partner must immediately report suspected compromise.

27. Partner Data and Customer Data

MealVersity will process Partner data according to the Restaurant Partner Privacy Policy.

The Restaurant may use customer data only for:

• Order preparation;
• Authorised fulfilment;
• Support;
• Food-safety investigation; and
• Legal compliance.

The Restaurant must not use customer information for independent marketing or unauthorised off-platform sales.

28. Service Restrictions

MealVersity may restrict a feature, menu item or account when necessary because of:

• Expired FSSAI or compliance documents;
• Food-safety concerns;
• Fraud;
• Customer-data misuse;
• Persistent order failure;
• Unjustified cancellations;
• Abusive conduct;
• Security risk;
• Legal direction; or
• Material breach of Partner Terms.

Except in urgent safety, fraud or legal cases, the Restaurant should receive:

• Reason for restriction;
• Required corrective action;
• Duration where applicable; and
• Review or appeal route.

29. Service Changes

MealVersity may modify Partner services to improve:

• Security;
• Order operations;
• Customer experience;
• Delivery;
• Settlement;
• Legal compliance; or
• Technical performance.

Material changes affecting Partner obligations or commercial outcomes will be notified according to the Partner Terms and applicable law.

Completed-order financial terms will not be changed retrospectively.

30. Partner Support

Restaurant Partners may contact:

Partner Support Email: partnersupport@mealversity.com

Partner Support Number: +91 89000 99783

Support Hours: 9:00 AM – 9:00 PM IST, all days

Escalation Officer: Tarik Anowar

Designation: Founder & CEO

Email: escalations@mealversity.com

Telephone: +91 89000 99783

Support requests should include the relevant Restaurant, order, catalogue, settlement or ticket reference.

MealVersity Technologies Private Limited

Registered Office: Brainware University Business Incubation Centre (BWU-BIC), Barasat, North 24 Parganas, West Bengal, India | CIN: U62099WB2025PTC284465