Terms & Conditions
Welcome to SaraQcom! These Terms and Conditions ("Terms") govern your use of the SaraQcom mobile application and website (collectively, the "Platform") and the services provided through them. By accessing or using the Platform, you agree to be bound by these Terms, our Delivery Policy, our Cancellation & Refund Policy, and our Privacy Policy.
1. The SaraQcom Service
1.1 Nature of the Service
SaraQcom acts solely as an intermediary platform that connects users ("you," "your," or "Customer") with third-party independent restaurants, food outlets ("Merchants"), and independent third-party delivery partners ("Delivery Partners") for the purpose of ordering and delivering food.
1.2 SaraQcom's Role and Limitation of Liability
SaraQcom is not the seller of the food and is not responsible for the preparation, quality, or packaging of the food items.
Merchants' Responsibility: Merchants are solely responsible for the quality, safety, hygiene, portion size, and compliance of the food items they prepare and sell.
Delivery Partners' Responsibility: Delivery Partners are independent contractors responsible for the delivery service itself.
2. User Account and Registration
2.1 Eligibility
You must be at least 18 years old and capable of forming a binding contract under applicable law to use the Platform.
2.2 Account Security
You are responsible for maintaining the confidentiality of your account login information and are fully responsible for all activities that occur under your account. You agree to notify SaraQcom immediately of any unauthorized use of your account.
3. Order Placement and Processing
3.1 Order Confirmation
Upon placing an order, you will receive an electronic confirmation. This confirmation signifies our acceptance of your request to facilitate the sale and delivery of the items from the Merchant.
3.2 Strict No User-Initiated Cancellation
DUE TO THE NATURE OF FRESH FOOD AND OUR OPERATIONAL MODEL, ONCE AN ORDER IS SUCCESSFULLY PLACED AND CONFIRMED, THE USER DOES NOT HAVE THE OPTION TO CANCEL THE ORDER VIA THE PLATFORM.
Placing an order is considered a firm commitment to purchase the meal.
Any exceptional cancellation request must be made immediately via Customer Support and will be subject to the sole discretion of SaraQcom.
3.3 Merchant Quality Disclaimer
By placing an order, you acknowledge and agree that:
No refund shall be applicable for dissatisfaction with subjective factors such as taste, portion size, food temperature (unless caused by excessive delay by the Delivery Partner), or packaging (unless severely damaged).
Any disputes regarding food quality or taste must be directed to the Merchant, although SaraQcom will assist in communication where possible.
4. Pricing and Payments
4.1 Pricing
Prices for all food items are determined by the Merchants. SaraQcom may charge a Delivery Fee, a Platform Fee, and any applicable taxes, which will be clearly displayed at the checkout page.
4.2 Payment Methods
You agree to pay for all orders placed through the Platform using the available payment methods (e.g., credit card, debit card, UPI, Cash on Delivery).
4.3 Cash on Delivery (COD)
Where COD is offered, payment must be made in full to the Delivery Partner upon receipt of the order. SaraQcom reserves the right to discontinue the COD option for any user at any time.
5. Delivery and Failed Delivery
5.1 Delivery Policy
Delivery is subject to the terms outlined in the separate SaraQcom Delivery Policy.
5.2 Failed Delivery (Customer Fault)
If an order cannot be delivered due to your fault, including but not limited to:
Providing an incorrect, incomplete, or inaccessible delivery address;
Being unreachable by phone, text, or the Platform when the Delivery Partner attempts contact upon arrival;
Unreasonable delay (e.g., exceeding 10 minutes) in attending to or collecting the order from the Delivery Partner at the designated drop-off point; or
Refusing to accept the order upon delivery without a valid, substantiated reason;
the order will be deemed delivered/cancelled with cause.
In such cases:
Non-Refundable Charges: You will remain fully liable for the total order amount (including food cost, delivery fee, platform fee, and applicable taxes). No refund, credit, or compensation will be issued.
Cash on Delivery (COD) Liability: If the order was placed via Cash on Delivery, the unpaid amount will be recorded as an outstanding liability against your account. SaraQcom reserves the right to suspend your account, restrict future order placements, or disable the COD payment method until the balance is cleared in full.
Disposal of Food: Due to health, food safety, and hygiene standards, perishable items will not be returned to the Merchant or re-delivered at a later time and will be disposed of accordingly.
6. Cancellation and Refunds
6.1 Policy Integration
All matters relating to the cancellation of orders (by SaraQcom or Merchant) and the processing of refunds are governed by the separate SaraQcom Cancellation & Refund Policy.
6.2 Refund Timelines
Refunds, when applicable, will be processed in accordance with the timelines specified in the Refund Policy (e.g., 5-7 business days for bank transfers).
7. Intellectual Property
The Platform, including all content, text, graphics, logos, and software, is the property of SaraQcom or its licensors and is protected by intellectual property laws. You may not copy, reproduce, modify, or distribute any part of the Platform without express written permission from SaraQcom.
8. User Conduct
You agree not to:
Use the Platform for any unlawful purpose.
Interfere with the security or operation of the Platform.
Harass or abuse any Merchant or Delivery Partner.
9. Disclaimers and Indemnification
9.1 Warranty Disclaimer
THE PLATFORM AND SERVICES ARE PROVIDED "AS IS" AND "AS AVAILABLE." SARAQCOM EXPRESSLY DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT.
9.2 Indemnification
You agree to indemnify and hold harmless SaraQcom, its affiliates, directors, agents, and employees from any claims, damages, losses, or expenses (including legal fees) arising out of your breach of these Terms or your use of the Platform.
10. Governing Law and Dispute Resolution
These Terms shall be governed by and construed in accordance with the laws of India. Any disputes arising out of or relating to these Terms shall be subject to the exclusive jurisdiction of the competent courts located in Delhi, India.
11. Amendments
SaraQcom reserves the right to modify these Terms at any time. We will notify you of significant changes by posting the updated Terms on the Platform. Your continued use of the Platform after any such modification constitutes your acceptance of the new Terms.
