Terms of Service

1. About us and these Terms

Grozily operates an online platform through which you can order groceries and household goods from partner stores for delivery or self-collection.

Contact address: Hyderpora, Srinagar, Jammu and Kashmir 190114, India. Email: mohammadizhan710@gmail.com.

If you do not agree with these Terms, please do not use the service.

2. Eligibility

You must be at least 18 years old and legally capable of entering into a contract under the Indian Contract Act, 1872. By using the service you confirm that you meet these requirements and that the information you give us is true, accurate and current.

3. Your account

You sign in using your Google account. You are responsible for keeping access to that account secure and for all activity carried out through your account.

You must provide a valid name, contact number and delivery address so that orders can be fulfilled. Tell us promptly if any of these details change or if you suspect unauthorised use of your account.

You may delete your account at any time from the account panel. Deletion does not cancel obligations already incurred, including payment for a delivered order.

4. Our role and the role of partner stores

Products listed on the platform are sold by the partner store shown against each product. That store is responsible for the quality, quantity, weight, packaging, labelling, licensing, safety and legal compliance of the goods it sells, including obligations under the Food Safety and Standards Act, 2006 and the Legal Metrology (Packaged Commodities) Rules, 2011.

Where we act as an intermediary between you and a partner store, we are not the seller of those goods. We are responsible for operating the platform, presenting information accurately as supplied to us, and handling your order and grievances properly.

5. Product information, pricing and availability

• Prices are shown in Indian Rupees and include the amounts stated at checkout. The maximum retail price (MRP), the price you pay and any discount are shown before you confirm your order.
• Product images are indicative. Packaging, branding and pack sizes may differ from the image shown.
• Listings depend on information provided by partner stores. While we take reasonable care, we do not warrant that every description, price or availability statement is free of error.
• Where a product is available at both retail and wholesale pricing, the applicable unit, pack contents, minimum order quantity and price are shown before you add it to your basket.
• Products are subject to availability. If an item becomes unavailable after you order, the store may substitute it only with your agreement, or the order may be cancelled in whole or in part.
• We reserve the right to correct a manifest pricing error. If a correction affects an order you have placed, we will tell you and you may cancel that order.

6. Orders, delivery and collection

• Your order is an offer to purchase. A contract of sale forms when the partner store confirms your order.
• A basket may contain items from one store only, because a single order is fulfilled by a single store.
• Delivery time estimates, including any countdown shown in the app, are estimates and not guarantees. Traffic, weather, stock and other conditions may cause delay. Where an estimate has passed, we will keep you informed.
• You must provide a complete and accurate delivery address and be reachable on the number you gave us. If delivery fails because nobody is available, access is refused, or the address is wrong or incomplete, we may cancel the order and charges already incurred may not be refunded.
• If you choose self-collection (pickup), no delivery or service charge applies, and you must collect from the store shown on your order.

7. Charges

• A delivery charge applies to delivery orders below the threshold displayed at checkout. At or above that threshold, delivery is free and a flat service charge applies instead.
• Self-collection orders carry no delivery or service charge.
• All applicable charges are itemised in the bill breakdown before you confirm your order. We do not add charges that were not shown to you.
• We may revise charges from time to time. Any revision applies only to orders placed after the change is displayed.

8. Payment

• You may pay by Cash on Delivery or by UPI transfer.
• For Cash on Delivery, the full amount is payable to the delivery person at the time of delivery.
• For UPI, the payment is completed inside your own UPI application. We do not receive or store your UPI PIN, bank credentials or card details.
• A UPI payment is not confirmed automatically. Your order shows as unpaid until the receiving store verifies the transfer against its own records. If you have paid and the status has not updated, contact us with your order reference.
• You are responsible for paying to the correct collecting account shown at checkout. We are not responsible for a transfer made to any other account.

9. Cancellation, returns and refunds

• You may cancel an order without charge before the partner store confirms it.
• After confirmation, cancellation may not be possible because perishable goods are picked and packed for you. Contact us as soon as possible and we will do what we reasonably can.
• Groceries and perishable goods are not returnable once delivered, except where the item is damaged, spoiled, expired, incorrect, short in quantity, or otherwise not as described.
• Report any such issue within 24 hours of delivery, with your order reference and photographs where possible. Where the complaint is substantiated, you will receive a replacement or a refund of the affected items.
• Approved refunds are made to the original payment method. UPI refunds are typically credited within 5 to 7 working days, depending on your bank. Cash refunds are settled in the manner agreed with you.

Nothing in this section limits your rights under the Consumer Protection Act, 2019.

10. Acceptable use

When using the service you must not:

• Break any applicable law, or use the service for any unlawful or fraudulent purpose.
• Place false, abusive or speculative orders, or refuse delivery repeatedly without cause.
• Impersonate another person, or use an account that is not yours.
• Upload any photograph or content that you do not have the right to use, or that is obscene, defamatory, infringing or otherwise unlawful.
• Interfere with the platform's operation or security, attempt unauthorised access to any account, store dashboard or data, or use automated means to extract data from the platform.
• Resell goods bought at retail pricing as though bought at wholesale, or misrepresent your eligibility for wholesale pricing.

We may suspend or terminate your access if you breach these Terms or if we reasonably suspect fraud or misuse.

11. Partner store administrators

If you have been given administrator access to a store on the platform, you additionally agree that:

• You will use that access only for the store assigned to you, and will not attempt to access or alter any other store's products, orders or settings.
• You are responsible for the accuracy of the product information, pricing, pack size, weight and stock you publish, and for holding any licence or registration the goods require.
• You will fulfil confirmed orders diligently and keep order status and delivery estimates up to date and truthful.
• Where a commission or margin has been agreed with us, you will account for and remit it, including on amounts you collect in cash.
• You will keep customer data received through the platform confidential, use it only to fulfil the order, and not retain or reuse it for any other purpose.

12. Intellectual property

The Grozily name, logo, design, text and software are owned by us or licensed to us, and are protected by law. You may use the platform for your own personal, non-commercial ordering. You may not copy, adapt, distribute or create derivative works from it without our written permission.

Brand names and packaging of third-party products belong to their respective owners.

13. Third-party services

The platform relies on third-party services, including Google Firebase for authentication and data, OpenStreetMap and BigDataCloud for maps and geocoding, and third-party AI providers for search assistance and product recognition. Their availability and accuracy are outside our control, and their own terms apply to their services.

14. Disclaimers

The platform is provided on an "as is" and "as available" basis. We do not warrant that it will be uninterrupted, error-free or secure, or that automated features such as search suggestions and product recognition will always be accurate.

Automated product recognition and search suggestions are conveniences only. Always check the product name, pack size and price before you order.

15. Limitation of liability

To the extent permitted by law, our total liability arising out of or in connection with any order is limited to the amount you paid for that order.

We are not liable for indirect, incidental, special or consequential loss, or for loss of profit, business or data.

Nothing in these Terms excludes or limits any liability that cannot lawfully be excluded or limited, including liability for death or personal injury caused by negligence, for fraud, or under the Consumer Protection Act, 2019.

16. Force majeure

We are not liable for any failure or delay caused by events beyond our reasonable control, including natural disaster, epidemic, fire, flood, strike, civil unrest, curfew or restriction on movement, failure of utilities or telecommunications, or act of government.

17. Governing law and jurisdiction

These Terms are governed by the laws of India. Subject to any right you have under the Consumer Protection Act, 2019 to approach a consumer commission where you reside, the courts at Srinagar, Jammu and Kashmir shall have jurisdiction over any dispute arising out of these Terms.

18. Changes to these Terms

We may amend these Terms from time to time. The date at the top of this page shows when they were last revised. Continuing to use the service after a change takes effect means you accept the amended Terms. The Terms in force when you placed an order govern that order.

19. Grievance redressal and contact

For any complaint about an order, a product, the platform, or content on it, contact:

We acknowledge complaints within 24 hours and aim to resolve them within 15 days of receipt, as required by the Consumer Protection (E-Commerce) Rules, 2020 and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021.