Customer Terms & Disclaimers

GOTENDER — CUSTOMER TERMS, CONDITIONS & DISCLAIMERS Effective date: 2 July 2026 · Version 1.0 These Terms govern your use of GoTender ("the Platform"), a hyperlocal delivery and e-commerce marketplace that connects customers with independent local sellers — shops, service providers, hotels, restaurants, food businesses and real-estate consultants — in India and in the international markets where Razorpay International payment processing is supported. By creating an account, browsing or placing an order you accept these Terms; your acceptance is recorded electronically (timestamp, IP address and device) and constitutes a valid electronic contract under the Information Technology Act, 2000 and equivalent electronic-commerce laws of your country. 1. WHO WE ARE — PLATFORM ROLE 1.1 GoTender is a MARKETPLACE INTERMEDIARY. Every contract of sale or service is formed directly between you and the seller you order from. GoTender does not own, stock, inspect, prepare or deliver seller inventory and is not the seller of record. 1.2 In India, GoTender operates as a marketplace e-commerce entity under the Consumer Protection (E-Commerce) Rules, 2020 and as an intermediary under the IT Act, 2000. Outside India, GoTender operates as an online marketplace subject to the mandatory consumer laws of your jurisdiction. 2. ELIGIBILITY & YOUR ACCOUNT 2.1 You must be at least 18 years old (or the age of majority where you live). 2.2 Registration requires a verified email address (one-time password) and, where provided, a verified mobile number (WhatsApp OTP). Keep your credentials secret; you are responsible for all activity under your account. 2.3 One account serves you as a customer and, if you open a shop, as a seller. 3. HYPERLOCAL DISCOVERY, DELIVERY, PICKUP & COURIER 3.1 Sellers appear based on your location and each seller's own declared service radius. "Delivery Available", "Courier Available" and "Pickup Only" statuses reflect the seller's settings and your distance from the seller. 3.2 Fulfilment options per order: (a) HOME DELIVERY by the seller within their radius; (b) PICKUP from the seller's premises; (c) COURIER dispatch for out-of-radius orders where the seller enables it. Courier charges are set and disclosed by the seller before you pay. 3.3 Time slots offered at checkout are set by each seller and are best-effort commitments of that seller, not of GoTender. 4. PRICES, TAXES & PAYMENT 4.1 Prices, taxes (e.g., GST with HSN/SAC declarations in India), courier charges and discounts are set by sellers and shown before you confirm an order. A tax invoice is generated for every order and available to you at any time. 4.2 Order payments are currently settled DIRECTLY between you and the seller (Cash on Delivery, Pay at Shop, or direct UPI). GoTender does not hold your money for orders. Where online payment via Razorpay (including Razorpay International for cards issued outside India) is offered, Razorpay's terms and your card network's terms apply in addition. 4.3 International customers: prices display in the seller's currency; your bank may apply conversion charges. You are responsible for any import duties applicable to courier deliveries into your country. 5. CANCELLATIONS, RETURNS & REFUNDS 5.1 You may cancel free of charge at any time BEFORE dispatch (status Placed, Confirmed or Packed). 5.2 Where you have already paid the seller, the seller must refund within 7 days of a valid cancellation or accepted return. 5.3 Defective, unsafe, expired or materially-not-as-described items must be refunded or replaced by the seller — this is your statutory right (Consumer Protection Act, 2019 in India; equivalent consumer-guarantee laws elsewhere). 5.4 Perishable food is non-returnable unless wrong or defective. Hotel bookings and services follow the cancellation terms shown by the seller at booking. 6. LOYALTY POINTS & COUPONS 6.1 Points and coupon programs are offered, funded and controlled by individual sellers, who may modify or withdraw them prospectively. Points have no cash value, are non-transferable, and are redeemable only with the issuing seller (1 point = 1 unit of the seller's currency unless stated otherwise). 7. REVIEWS, LIKES & CONTENT 7.1 Only verified purchasers may review a seller. Reviews must be honest and lawful; fake, paid or abusive reviews are removed and may lead to suspension. 7.2 By posting content you grant GoTender a non-exclusive licence to display it on the Platform. 8. COMPLAINTS & GRIEVANCE REDRESSAL 8.1 You can file a complaint against any order from "My Orders". The seller must respond within 48 hours; GoTender monitors complaints and may add a platform response. 8.2 A formal, court-ready complaint record (parties, transaction, verbatim complaint, responses, timestamps) is available to you for any complaint and may be produced before a Consumer Commission, ombudsman or court. 8.3 Grievance Officer: grievance@gotender.org. Acknowledgement within 48 hours; resolution within 30 days (Consumer Protection (E-Commerce) Rules, 2020). Using our process never removes your right to approach the National Consumer Helpline (1915), a Consumer Commission, or your local consumer authority. 9. PROHIBITED CONDUCT Fraudulent orders, refusal of legitimately ordered COD deliveries in bad faith, abuse of sellers or staff, fake reviews, scraping, reverse engineering, and any unlawful use of the Platform are prohibited and may result in blocking of your account. 10. DATA PROTECTION & PRIVACY 10.1 Your data is processed per our Privacy Policy, the (Indian) Digital Personal Data Protection Act, 2023 and, where applicable, the GDPR or your local data-protection law. Your delivery details are shared only with the seller fulfilling your order. 10.2 Location data is used solely to show nearby sellers and compute deliverability; it is stored on your device and with your saved addresses. 11. DISCLAIMERS 11.1 THE PLATFORM IS PROVIDED "AS IS" AND "AS AVAILABLE". GoTender does not warrant uninterrupted availability, and — as an intermediary — does not guarantee the quality, safety, legality, licensing or delivery performance of sellers, though we require statutory declarations (GSTIN, FSSAI, licences), verify seller documents, display a "Verified" badge where checks are completed, and act on complaints and takedown notices. 11.2 Product images, descriptions, food ingredient/allergen declarations and Veg/Non-Veg marks are provided by sellers. If you have allergies or dietary restrictions, confirm with the seller before ordering. 11.3 Third-party services (Razorpay, WhatsApp/Twilio, email providers, map/translation services) are governed by their own terms; GoTender is not liable for their outages. 12. LIABILITY 12.1 To the maximum extent permitted by law, GoTender's aggregate liability to you for any claim arising out of the Platform is limited to the greater of (a) the value of the order giving rise to the claim, or (b) INR 5,000 (or equivalent). Nothing limits liability that cannot be limited by law, including your non-waivable consumer rights, or liability for fraud. 13. GOVERNING LAW & DISPUTES 13.1 For users in India: Indian law governs; consumer disputes may be raised before the appropriate Consumer Commission; other disputes are subject to the courts of Kolkata, West Bengal. 13.2 For users elsewhere: these Terms apply to the extent permitted by the mandatory laws of your country, which prevail in case of conflict. 14. CHANGES & CONTACT We may update these Terms; material changes will be notified on the Platform and apply prospectively. Continued use constitutes acceptance. Contact: support@gotender.org · Grievance Officer: grievance@gotender.org.