Terms and condition

Nature of the Platform: This document is an electronic record published in accordance with the Information Technology Act, 2000 and the Consumer Protection (E-Commerce) Rules, 2020.

Intermediary Role: MESME Online Private Limited (the "Company", "We", "Us", or "Platform") operates an online marketplace enabling users ("Customers", "You") to view, select, and order meals from various third-party restaurants, kitchens, and eateries ("Merchant Partners").

Independent Contractors: The delivery personnel executing the fulfillment are independent third-party service providers ("Delivery Partners"). MESME acts purely as a facilitator connecting Customers, Merchant Partners, and Delivery Partners.

Age Restriction: To create an account and place orders, you must be at least 18 years of age and competent to contract under the Indian Contract Act, 1872. Minors may use the platform only under the direct supervision of a parent or legal guardian.

Account Security: You are solely responsible for maintaining the confidentiality of your login credentials (username and password) and for all transactions linked to your account.

Menu Accuracy: All food descriptions, preparation notes, and images displayed on the platform are provided directly by our Merchant Partners. While we mandate accuracy, the Company does not guarantee that the visual representation matches the exact preparation.

Price Components: The final invoice amounts include:

Affirmative Consent: In compliance with Indian e-commerce laws, no charges or dynamic fees will be added via pre-ticked checkboxes. Every charge will be transparently broken down at checkout for explicit confirmation.

Customer Cancellation: Food orders are highly time-sensitive. Once a Merchant Partner accepts an order, it cannot be cancelled by the customer. If cancelled post-acceptance, the Company reserves the right to charge a cancellation fee up to 100% of the order value to compensate the restaurant for prepared food items.

Merchant or Platform Cancellation: If an order is unilaterally cancelled by the platform or restaurant due to item unavailability or delivery partner shortages, a 100% refund will be processed back to the original payment source.

Refund Timelines: Approved refunds are processed via the native payment gateways and typically credit within 3 to 7 business days, in strict compliance with the Reserve Bank of India (RBI) guidelines.

Food Safety and Quality: The preparation, quality, hygiene, quantity, packaging, and regulatory compliance (including FSSAI licensing and standards) of the food items are the sole responsibility of the respective Merchant Partner. MESME is explicitly exempt from liability regarding foodborne illness, contamination, allergies, or substandard quality.

Delivery Logistics: While the platform provides estimated times of delivery (ETAs), these are mere projections. Unforeseen variables such as extreme weather, heavy traffic, political rallies, or vehicle breakdowns are treated as Force Majeure events. The Company is not legally liable for delayed or unfulfilled deliveries caused by such occurrences.

Acknowledgment: All incoming grievances will be acknowledged with a unique ticket tracking number within 48 hours.

Resolution: The Grievance Officer will review and attempt to legally resolve the matter within one month (30 days) from the formal date of receipt.

Contact Info Panel: [Insert Company Address, Registered Office Corporate Email, and Designated Grievance Officer Name here within your live app/web page visibility guidelines].

These Terms and Conditions are governed by and construed in compliance with the laws of the Republic of India.

Any legal disputes, structural claims, or litigations arising out of or related to the usage of the MESME platform shall be subject exclusively to the courts of the city where the Company's registered corporate headquarters are established.