Terms & Conditions

Welcome to One Food! These Terms and Conditions ("Terms") govern your use of our food delivery platform, including our website, mobile application, and related services (collectively, the "Service"). By accessing or using One Food, you agree to be bound by these Terms. If you do not agree, please do not use our Service.

1. Account Registration

To place orders, you must create an account. You agree to:

• Provide accurate, current, and complete information during registration
• Maintain the security of your password and account credentials
• Be at least 18 years old to create an account and place orders
• Accept responsibility for all activities that occur under your account
• Notify us immediately of any unauthorized use of your account

We reserve the right to suspend or terminate accounts that violate these Terms or exhibit suspicious activity.

2. Ordering & Payment

All orders placed through One Food are subject to availability. By placing an order, you make an offer to purchase the selected items at the stated price. Key terms:

• Pricing: All prices are displayed in Indian Rupees (₹) and include applicable taxes (GST). Delivery fees are shown separately at checkout.
• Payment Methods: We accept credit/debit cards, UPI (Google Pay, PhonePe, Paytm), net banking, and cash on delivery (in select areas).
• Payment Security: All payments are processed through PCI-DSS compliant gateways. We do not store full card details.
• Order Confirmation: You will receive an order confirmation via email and SMS. This confirmation does not guarantee availability — we may cancel if items are unavailable.

3. Delivery Policy

We strive to deliver your food fresh and on time:

• Delivery Time: Estimated delivery times are provided in good faith. Actual times may vary due to weather, traffic, restaurant preparation time, or unforeseen circumstances.
• Delivery Areas: We currently deliver within designated zones. Enter your pincode to check availability.
• Delivery Fees: Fees are calculated based on distance, order value, and current demand. Minimum order values may apply in some areas.
• Failed Deliveries: If you are unavailable to receive the order, the delivery partner will attempt to contact you. After two failed attempts, the order may be canceled without refund.

4. Cancellations & Refunds

We want you to be satisfied with your One Food experience:

• Customer Cancellation: Orders can be canceled within 2 minutes of placement for a full refund. Cancellations after this window may be subject to a fee or may not be possible if the restaurant has started preparation.
• Restaurant Cancellation: If a restaurant cancels your order due to unavailability, you will receive a full refund within 5-7 business days.
• Quality Issues: If you receive incorrect, spoiled, or damaged items, contact support within 30 minutes of delivery with photos. We will investigate and issue refunds or credits as appropriate.
• Refund Method: Refunds are processed to the original payment method. Wallet credits may be offered for faster resolution.

5. Quality & Freshness Guarantee

We partner with carefully vetted restaurants and vendors who meet our quality standards. However:

• We are not responsible for food preparation, taste, or allergen cross-contamination at partner restaurants
• Please review restaurant ratings and hygiene scores before ordering
• Report any food safety concerns immediately to support@onefood.com

6. Promotions, Discounts & Referrals

From time to time, we offer promotional codes and referral programs:

• Promo codes are single-use per account and cannot be combined with other offers
• Referral credits apply only after the referred friend completes their first order
• We reserve the right to modify, suspend, or terminate promotions at any time without notice
• Fraudulent use of promotions (e.g., creating multiple accounts) will result in account suspension and forfeiture of credits

7. Prohibited Conduct

You agree not to misuse the Service. Prohibited activities include:

• Using the Service for any illegal purpose or in violation of any applicable law
• Attempting to interfere with the operation of the platform, including introducing malware or viruses
• Creating multiple accounts to abuse promotions or bypass restrictions
• Harassing delivery partners, restaurant staff, or customer support
• Providing false or misleading information during registration or ordering

Violations may result in immediate account termination and legal action where applicable.

8. Intellectual Property

All content on the One Food platform — including logos, graphics, text, icons, and software — is the property of One Food or its licensors and is protected by copyright, trademark, and other intellectual property laws. You may not reproduce, distribute, modify, or create derivative works without our prior written consent.

9. Limitation of Liability

To the maximum extent permitted by law, One Food and its affiliates shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from your use of the Service. Our total liability for any claim relating to these Terms or your use of the Service is limited to the amount you paid for the specific order giving rise to the claim.

We do not guarantee that the Service will be uninterrupted, error-free, or free of viruses or other harmful components.

10. Indemnification

You agree to indemnify and hold harmless One Food, its officers, directors, employees, and agents from any claims, damages, losses, or expenses (including legal fees) arising from your violation of these Terms, your use of the Service, or your violation of any third-party rights.

11. Dispute Resolution & Governing Law

These Terms shall be governed by and construed in accordance with the laws of India, without regard to conflict of law principles. Any dispute arising out of or relating to these Terms or the Service shall be resolved through binding arbitration in Mumbai, India, in accordance with the Arbitration and Conciliation Act, 1996. The arbitration shall be conducted by a single arbitrator mutually agreed upon. Each party shall bear its own costs.

For disputes below ₹20,000, you may choose to file a claim in small claims court in your jurisdiction instead of arbitration.

12. Modifications to Terms

We may update these Terms periodically to reflect changes in our practices, legal requirements, or operational needs. Material changes will be notified via email or a prominent notice in the app. Your continued use of One Food after the effective date of changes constitutes acceptance of the revised Terms.

13. Termination

We may suspend or terminate your account at our sole discretion, with or without notice, for conduct that violates these Terms, harms our interests, or is otherwise inappropriate. Upon termination, your right to use the Service ceases immediately. Any outstanding orders will be canceled and refunded where applicable.

14. Contact Information

For questions, concerns, or formal notices regarding these Terms, please contact us:

Email: legal@onefood.com
Address: One Food Headquarters, 123 Fresh Avenue, Food District, Mumbai - 400001, India
Phone: +91 22 1234 5678
Customer Support: support@onefood.com | 24/7 helpline