Terms & Conditions

Last Updated: June 10, 2025

1. ACCEPTANCE OF TERMS

Welcome to Dendo, a food and grocery delivery platform operating across India. These Terms and Conditions ("Terms") constitute a legally binding agreement between you and Dendo ("Company," "we," "us," or "our") governing your use of our mobile application, website, and related services (collectively, the "Platform").
By accessing, downloading, installing, or using our Platform, you acknowledge that you have read, understood, and agree to be bound by these Terms. If you do not agree with these Terms, please do not use our Platform.

2. DEFINITIONS

• User refers to any individual who accesses or uses the Platform
• Customer refers to users who place orders for food or groceries
• Vendor refers to restaurants, grocery stores, or merchants partnered with Dendo
• Delivery Partner refers to individuals who deliver orders through our platform
• Order refers to a request for food or grocery items placed through the Platform
• Services refers to all services provided by Dendo through the Platform

3. PLATFORM DESCRIPTION

Dendo is a technology platform that connects customers with local restaurants, grocery stores, home chefs, food trucks, cloud kitchens, and other vendors across 22+ states in India. We facilitate order placement, payment processing, and delivery coordination but do not directly prepare food or sell grocery items.

3.1 Services Offered

• Food delivery from restaurants, home chefs, food trucks, and cloud kitchens
• Grocery delivery from supermarkets, local stores, and specialty shops
• Real-time order tracking with GPS-enabled systems
• 24/7 customer support
• Multiple payment options including UPI, cards, and digital wallets

4. USER ELIGIBILITY AND REGISTRATION

4.1 Eligibility

• You must be at least 18 years old to use our Platform
• You must have the legal capacity to enter into binding contracts
• You must provide accurate and complete information during registration
• You must comply with all applicable laws and regulations

4.2 Account Registration

• Registration requires a valid mobile number and email address
• You are responsible for maintaining the confidentiality of your account credentials
• You must immediately notify us of any unauthorized use of your account
• One person may maintain only one active customer account

4.3 Account Termination

We reserve the right to suspend or terminate accounts that violate these Terms or engage in fraudulent activities.

5. ORDERING AND DELIVERY

5.1 Order Placement

• Orders are subject to availability and vendor acceptance
• Prices displayed include applicable taxes and fees
• Delivery charges and service fees apply as indicated at checkout
• Orders cannot be modified or cancelled once confirmed by the vendor

5.2 Delivery Services

• Estimated delivery times are approximate and may vary due to factors beyond our control
• Delivery is available within our designated service areas
• Customers must be available at the delivery address during the estimated delivery window
• Additional charges may apply for delivery to remote locations

5.3 Order Accuracy

• Customers must inspect orders upon delivery and report any discrepancies immediately
• We are not responsible for items prepared or packed by vendors
• Quality and food safety are the responsibility of the vendor

6. PAYMENTS AND PRICING

6.1 Payment Methods

• Credit/debit cards, UPI, digital wallets, and cash on delivery (where available)
• All payment information is processed securely through certified payment gateways
• Failed transactions will be automatically refunded within 7-10 business days

6.2 Pricing and Fees

• Item prices are set by vendors and displayed at the time of ordering
• Delivery fees, service charges, and applicable taxes are clearly indicated
• Prices may change without notice due to vendor discretion or market conditions
• Dynamic pricing may be applied during high-demand periods

6.3 Refunds and Cancellations

• Refund eligibility depends on the stage of order processing
• Cancellations after vendor confirmation may incur charges
• Refunds are processed within 7-10 business days to the original payment method
• Cash refunds for prepaid orders may be provided through wallet credits

7. USER RESPONSIBILITIES

7.1 Accurate Information

• Provide correct delivery addresses and contact information
• Update account details when necessary
• Ensure someone is available to receive orders at the specified location

7.2 Proper Use

• Use the Platform only for legitimate food and grocery ordering
• Do not attempt to manipulate prices, ratings, or reviews
• Respect delivery partners and vendor staff
• Report any issues or concerns promptly

7.3 Prohibited Activities

• Creating multiple accounts to abuse promotions
• Placing false or fraudulent orders
• Harassing or threatening platform users
• Violating any applicable laws or regulations
• Attempting to circumvent platform security measures

8. VENDOR RESPONSIBILITIES

8.1 Food Safety and Quality

• Maintain proper food handling and storage practices
• Comply with local health and safety regulations
• Provide accurate descriptions of menu items and ingredients
• Inform customers of allergens and dietary restrictions

8.2 Order Fulfillment

• Prepare orders according to customer specifications
• Package items securely for delivery
• Maintain reasonable preparation times
• Communicate any unavailable items promptly

8.3 Legal Compliance

• Maintain valid business licenses and permits
• Pay applicable taxes and fees
• Comply with local food service regulations
• Provide necessary documentation for partnerships

9. DELIVERY PARTNER RESPONSIBILITIES

9.1 Service Standards

• Maintain professional conduct during deliveries
• Handle orders with care to ensure quality
• Provide accurate delivery confirmations
• Follow traffic rules and safety protocols

9.2 Requirements

• Valid driving license and vehicle registration
• Age requirement of 18+ years
• Background verification completion
• Maintain personal safety equipment

10. RATINGS AND REVIEWS

10.1 Review System

• Customers may rate and review vendors and delivery experiences
• Reviews must be honest, fair, and based on actual experiences
• Fake or manipulated reviews are prohibited
• We reserve the right to remove inappropriate content

10.2 Vendor Response

• Vendors may respond to customer reviews professionally
• Retaliatory or inappropriate responses may result in partnership termination

11. INTELLECTUAL PROPERTY

11.1 Platform Content

• All content, trademarks, and intellectual property on the Platform belong to Dendo
• Users may not reproduce, distribute, or modify platform content without permission
• User-generated content may be used by Dendo for promotional purposes

11.2 Vendor Content

• Vendors retain rights to their menu descriptions and images
• By partnering with us, vendors grant license to display content on our Platform

12. PRIVACY AND DATA PROTECTION

Your privacy is important to us. Our collection, use, and protection of personal information is governed by our Privacy Policy, which is incorporated into these Terms by reference.

13. DISCLAIMERS AND LIMITATIONS

13.1 Service Availability

• Platform availability may be subject to maintenance or technical issues
• Services may be temporarily unavailable due to factors beyond our control
• We do not guarantee uninterrupted access to the Platform

13.2 Third-Party Content

• Vendor information and menu items are provided by third parties
• We do not warrant the accuracy of vendor-provided information
• Food quality and safety are the responsibility of vendors

13.3 Limitation of Liability

• Our liability is limited to the value of the specific order in question
• We are not liable for indirect, incidental, or consequential damages
• Force majeure events absolve us of performance obligations

14. INDEMNIFICATION

You agree to indemnify and hold harmless Dendo, its officers, directors, employees, and agents from any claims, damages, or expenses arising from your use of the Platform or violation of these Terms.

15. DISPUTE RESOLUTION

15.1 Grievance Redressal

• Internal dispute resolution process available through customer support
• Response time: 48 hours for standard issues, 7 days for complex matters
• Escalation procedures available for unresolved complaints

15.2 Arbitration

• Disputes not resolved through internal processes shall be subject to arbitration
• Arbitration shall be conducted in accordance with Indian Arbitration laws
• Arbitration proceedings shall be held in [City], India

15.3 Jurisdiction

These Terms are governed by Indian law, and courts in [City], India shall have exclusive jurisdiction over any disputes.

16. FORCE MAJEURE

We shall not be liable for any delay or failure in performance due to events beyond our reasonable control, including natural disasters, government actions, strikes, or technical failures.

17. MODIFICATIONS TO TERMS

17.1 Updates

• We may modify these Terms at any time with or without notice
• Continued use of the Platform constitutes acceptance of modified Terms
• Material changes will be communicated through the Platform or email

17.2 Notification

Users will be notified of significant changes through in-app notifications or email communications.

18. TERMINATION

18.1 User Termination

• Users may terminate their accounts at any time through account settings
• Outstanding orders and payments must be resolved before termination

18.2 Company Termination

• We may terminate accounts for violation of Terms or fraudulent activities
• Termination may be immediate without prior notice for serious violations
• Users will be notified of termination reasons when feasible

19. SEVERABILITY

If any provision of these Terms is found to be unenforceable, the remaining provisions shall continue in full force and effect.

20. ENTIRE AGREEMENT

These Terms, together with our Privacy Policy, constitute the entire agreement between you and Dendo regarding the use of our Platform.

21. CONTACT INFORMATION

For questions regarding these Terms or our services, please contact us at:
Dendo Customer Support
Email: support@dendo.in
Phone: +91 +91 8951212583