MealVersity Customer App Terms & Conditions
Entity: MealVersity Technologies Private Limited
CIN: U62099WB2025PTC284465
Effective Date: 1 August 2026
Registered Office: 59 Uttar Sithi Road, Barasat, Kazipara, North 24 Parganas – 700125, West Bengal, India
Contact: business@mealversity.com | +91 8900099783
Preamble
These Terms and Conditions ("Terms") govern the use of the MealVersity customer mobile application and related services (collectively, the "App") operated by MealVersity Technologies Private Limited, a company incorporated under the laws of India, having CIN U62099WB2025PTC284465 and its registered office at 59 Uttar Sithi Road, Barasat, Kazipara, North 24 Parganas – 700125, West Bengal, India ("MealVersity", "we", "us" or "our").
By creating an account, browsing menus, placing an order, or otherwise using the App, the customer ("you" or "customer") agrees to be bound by these Terms, together with MealVersity's Privacy Policy and any other applicable policies published on the App. If you do not agree to these Terms, please do not use the App.
MealVersity operates as a technology platform connecting customers with independent restaurant partners and delivery riders for on-demand food delivery and subscription-based meal (tiffin) services. MealVersity facilitates these transactions but does not itself prepare, cook or own the food supplied by restaurant partners, except where MealVersity operates a service directly under its own brand.
These Terms are in addition to, and do not override, the customer's rights under applicable Indian law, including the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, the Food Safety and Standards Act, 2006, and the Digital Personal Data Protection Act, 2023, as applicable.
1. Account Rules
- Customers must register and sign in using a valid mobile number verified by One-Time Password (OTP).
- Customers must provide accurate and current name, phone number, email address and delivery information, and must keep such information updated.
- A customer must not create multiple accounts to misuse coupons, offers, refunds, Cash on Delivery (COD) facilities or referral benefits.
- Customers are responsible for all activity performed through their verified account.
- OTPs, login credentials and delivery OTPs must not be shared with unauthorised persons.
- MealVersity may restrict or suspend accounts involved in fraud, abuse, false complaints, payment manipulation or unlawful activity.
- Suspension of an account will not remove the customer's rights regarding existing orders, accepted refunds or unresolved complaints.
2. Service Availability
- Orders can be placed only within an active MealVersity service zone.
- Availability depends on the customer's location, restaurant operating hours, delivery capacity and item stock.
- A restaurant or item shown on the App may become unavailable before an order is confirmed.
- MealVersity may temporarily suspend ordering because of weather, safety concerns, technical issues, excessive demand or other operational restrictions.
3. Menu and Food Rules
- Menu items, prices, availability, dietary classification and offers are supplied or approved by the respective restaurant.
- Food photographs are for general representation only. Actual presentation, colour and portion appearance may vary reasonably.
- Restaurants must provide accurate material descriptions and valid FSSAI licence or registration information.
- Customers must review ingredient, dietary and allergen information and contact MealVersity support or the restaurant directly if clarification is required.
- MealVersity cannot guarantee an allergen-free environment unless specifically confirmed by the restaurant.
- No material item substitution may be made without the customer's approval.
- If an ordered item becomes unavailable, the customer may receive an item-level refund, approve a substitute item, or cancel the affected order, as appropriate.
4. Cart, Offers and Gifts
- A cart may contain items from only one restaurant unless the App specifically supports multi-restaurant ordering.
- Offers, gifts and promotional items are subject to stock, eligibility, restaurant participation and stated validity.
- A free gift has no separate cash value unless expressly stated.
- Coupons may carry minimum-order, maximum-discount, expiry, location, user, usage-count and restaurant-specific restrictions.
- Coupons and restaurant offers may not be combined unless the App expressly permits it.
- Coupon misuse, duplicate-account use or manipulation may result in cancellation of the benefit and restriction of the account.
- If an order is cancelled for restaurant or platform reasons, the applicable coupon or promotional benefit shall be restored or reasonably reissued.
5. Pricing Rules
- The final price calculated and confirmed by MealVersity's server is the authoritative checkout price.
- The checkout price may include:
- Food and add-on charges
- Packaging charges
- Delivery charges
- Handling fees
- Small-order fees
- Surge fees
- Platform fees
- Applicable taxes
- Previously disclosed pending charges
- Coupon and promotional discounts shall be applied to eligible items as disclosed prior to payment.
- All applicable charges and discounts must be displayed to the customer before the order is confirmed.
- If the final payable amount increases after customer confirmation, fresh customer approval must be obtained before the increased amount is charged.
- Restaurant prices and available promotions may change before an order is confirmed, but not retrospectively after confirmation.
- Any pending charge must show its source order, reason and amount, and must provide a support or appeal route.
6. Payment Rules
- MealVersity supports online prepaid payment and Cash on Delivery (COD), where available.
- Online payments are processed through the authorised payment gateway.
- MealVersity stores payment references and transaction status, but does not store complete card or UPI credentials.
- An online order is confirmed only after successful payment verification and order creation.
- If payment is captured but the order is not created, MealVersity will reconcile the transaction and initiate the applicable refund.
- COD availability may depend on order value, delivery location, verified account history and previous refusal or payment behaviour.
- COD payment must be completed before the rider marks an order as delivered.
- Customers must not make duplicate payments. Any duplicate payment must be reported to MealVersity support.
7. Order Confirmation
- Submitting a cart does not guarantee acceptance until payment, availability and order confirmation checks are completed.
- A confirmed order receives an order or tracking ID.
- Restaurants may accept, reject or cancel orders based on availability and operating conditions.
- Customers must review the items, quantities, address, price and payment method before confirmation.
- Confirmed orders cannot be modified unless the App expressly provides a modification option.
8. Customer Cancellation
- Customers may cancel an order only before food preparation begins.
- Direct cancellation is currently available while the order is pending, placed or accepted and has not entered preparation.
- Once preparation begins, normal customer cancellation is unavailable because food is prepared specifically for the order.
- The current system permits up to two ordinary customer cancellations per calendar month.
- The monthly limit does not apply where cancellation results from any of the following:
- Restaurant or platform fault
- Unavailable items
- Duplicate orders or payments
- Materially incorrect pricing
- Unauthorised substitution
- Food-safety concerns
- Failure to fulfil the order
- Any statutory consumer right
- Cancellation records, reasons, time and responsible party are retained for audit and dispute handling.
- A restaurant or MealVersity may cancel an order before fulfilment if it cannot be prepared or delivered.
- If the restaurant or platform cancels a prepaid order, the customer is entitled to the applicable full refund.
- No cancellation fee may be charged unless it was clearly disclosed and legally permissible.
9. Complaint Rules
- Customers should report delivered-order complaints through MealVersity support within 24 hours for prompt investigation.
- The 24-hour period is an operational reporting window and does not remove non-waivable food-safety or consumer rights.
- Supported complaint reasons include:
- Missing item
- Wrong item or order
- Bad food quality
- Cold or stale food
- Damaged, leaking or tampered packaging
- Foreign object or suspected contamination
- Food materially different from its description
- Short quantity
- Materially late delivery
- Incorrect or duplicate charge
- Other genuine service deficiencies
- Customers may be asked for photographs, packaging, order details and a short explanation.
- Evidence requirements may be relaxed where collecting evidence is unsafe or reasonably impossible.
- False, altered or repeated fraudulent evidence may result in claim rejection and account restriction.
- Each complaint shall receive a trackable support ticket.
- Complaints shall be acknowledged within 48 hours and resolved within one month, subject to any shorter applicable legal requirement.
10. Refund Rules
- Refunds may be full or partial depending on the affected items, verified loss, evidence and complaint outcome.
- Refunds require review and approval through the authorised support/admin process.
- A refund cannot exceed the eligible paid amount.
- Duplicate refunds for the same amount and order are not permitted.
- Cancelled prepaid orders are eligible for refund of the applicable captured amount.
- Prepaid complaint refunds may be returned to the original payment method, or provided as a coupon where the customer chooses the coupon option.
- The current system provides coupon-based compensation for COD complaints. A non-coupon payout method shall be implemented for accepted monetary claims as the platform matures.
- Coupons must not be forced as a replacement for a legally payable monetary refund.
- The customer shall receive a refund ID, amount, method and current status.
- Refund status may be pending, processing, processed, failed or refunded.
- MealVersity's refund initiation time and the bank/payment-provider's processing time are separate, and MealVersity is not responsible for delays caused by the latter.
- If a refund fails, the customer may contact support for a retry or an alternative approved payout method.
- A rejected refund request must include a reason and an opportunity to provide additional evidence or appeal.
- Chargeback and platform refund amounts may be reconciled to prevent double recovery, without restricting the customer's lawful payment-dispute rights.
11. Delivery Rules
- Customers must provide a complete, correct and accessible delivery address.
- Customers must provide working contact details and remain reasonably reachable during delivery.
- The delivery ETA is an estimate based on preparation time, distance, route, traffic, demand and operational conditions.
- ETA is not guaranteed, but material delays must be communicated to the customer and handled through support.
- The assigned restaurant and rider receive only the information reasonably necessary to fulfil the order.
- The customer may receive live order status, ETA and rider-location updates.
- Customers must not request unsafe, illegal or inaccessible delivery actions.
- Delivery OTP, if used, must be shared only after the order physically reaches the customer.
- The rider may contact the customer and make reasonable delivery attempts at the provided location.
- An order must not be treated as customer-unavailable without reasonable contact and arrival evidence.
- Failure caused by the restaurant, platform or rider must not result in a penalty to the customer.
- Food must be transported hygienically and protected from contamination.
- Food and non-food items must be handled separately where required for safety.
12. Refused or Failed Delivery
- Customer refusal or unavailability must be verified using delivery location, contact attempts and available evidence.
- The customer must be allowed to explain or dispute a reported refusal.
- Depending on food safety and operational conditions, a refused order may be returned to the restaurant or closed without return.
- A verified customer-caused refusal may result in a proportionate and previously disclosed charge.
- Any such charge must be itemised, capped, non-duplicative and open to appeal.
- Repeated verified COD refusals may temporarily restrict COD access.
- COD access may be restored after the customer completes the required number of successful prepaid orders.
- Restaurant, rider or platform failures must not be recorded as customer refusal.
13. Location and Tracking
- Location information is used for serviceability, address selection, delivery assignment, navigation, ETA, live tracking, safety and dispute resolution.
- Precise location shall be collected only when required and with the applicable permission.
- Customers may disable optional location access, but features requiring location may not function correctly as a result.
- Location and tracking information must not be used for unrelated marketing without separate consent.
- Access to location history is restricted to authorised operational and support personnel.
14. Customer Conduct
- Customers must not place fraudulent or intentionally false orders.
- Customers must not refuse COD orders without a genuine reason.
- Customers must not abuse, threaten or harass restaurant staff, riders or support agents.
- Customers must not submit fabricated complaints, photographs or payment evidence.
- Customers must not manipulate coupons, referrals, ratings, location or payment systems.
- Customers must not use the service for illegal activity or unauthorised resale.
- Customers must not attempt to access another customer's account, order or personal information.
15. Privacy and Data Rules
- MealVersity may process account, contact, address, location, order, payment-reference, device, support and fraud-prevention data.
- Data shall be collected only for clearly stated and lawful purposes.
- Optional marketing consent must be separate from the consent needed to provide the ordering service.
- Customer data may be shared with restaurants, assigned riders, payment providers, mapping services, communication providers and technology vendors only as necessary to fulfil the service.
- Restaurants and riders must not use customer information for independent marketing.
- MealVersity shall provide reasonable security safeguards and restrict data access to authorised personnel.
- Customers may request correction, updating and legally permitted erasure of their information.
- Information required for invoices, tax, payment disputes, fraud prevention or legal claims may be retained for the applicable statutory period.
- Non-required personal data shall be erased or anonymised after its purpose and retention period end.
- Material personal-data breaches shall be handled and notified in accordance with applicable law.
16. Account Restriction and Closure
- MealVersity may restrict an account for verified fraud, payment abuse, repeated false complaints, unlawful conduct or other serious violations of these Terms.
- The customer shall receive the reason for restriction and an appeal route, unless disclosure would compromise security or a legal investigation.
- Account closure does not cancel unresolved refunds, complaints or the customer's statutory rights.
- An account-deletion request shall result in erasure or anonymisation of non-required personal data, while retaining only records required by law or for legitimate dispute purposes.
- The current ban-only account action shall not be represented as complete data deletion until a proper erasure workflow has been implemented.
17. Amendments to these Terms
- MealVersity may update or amend these Terms from time to time to reflect changes in law, features or operations.
- Material changes will be notified through the App or by other reasonable means before they take effect.
- Continued use of the App after an amendment takes effect constitutes acceptance of the revised Terms.
18. Limitation of Liability
- MealVersity acts as an intermediary platform connecting customers, restaurant partners and delivery riders, and shall not be liable for acts, omissions or negligence of independent restaurant partners or riders beyond what is expressly undertaken in these Terms.
- Nothing in these Terms limits or excludes any liability that cannot be limited or excluded under applicable Indian law, including in relation to food safety or statutory consumer rights.
19. Governing Law and Dispute Resolution
- These Terms are governed by the laws of India.
- Subject to the customer's statutory consumer rights and applicable consumer forum jurisdiction, the courts at Barasat / Kolkata, West Bengal shall have exclusive jurisdiction over disputes arising from these Terms.
- Customers may also raise grievances through MealVersity's designated grievance redressal mechanism before pursuing external remedies.
20. Contact and Grievance Redressal
- For questions, complaints or grievances relating to these Terms, customers may contact MealVersity support at business@mealversity.com or +91 8900099783.
- MealVersity's registered office address is 59 Uttar Sithi Road, Barasat, Kazipara, North 24 Parganas – 700125, West Bengal, India.
— End of Terms and Conditions —