TownSaathi Terms & Conditions

1. Welcome to TownSaathi

These Terms and Conditions form a fair and healthy agreement between you ("User") and TownSaathi ("we", "us", or "the Platform").

By downloading, opening, or placing an order through the TownSaathi application or website, you agree to these simple terms. If you have questions at any time, our team is always ready to assist you.

2. What We Do (Our Role as a Platform)

To keep services clear and legally safe for all parties:

• Independent Sellers: Restaurants, grocery merchants, and repair technicians are independent businesses. They prepare your meals, stock your items, and carry out home repairs.
• Independent Delivery Partners: Delivery riders and auto/cab drivers choose to partner with our platform to offer delivery and transportation services.
• TownSaathi's Role: We provide the digital software, live GPS tracking, payment facilitation, and customer support to ensure smooth fulfillment.

3. Your Account & Mobile Number Safety

Access to TownSaathi is quick and secure using your mobile phone number:

• Keep Your OTP Private: We log you in via a secure One-Time Password (OTP). Never share your OTP with anyone, including delivery riders or callers claiming to be support staff.
• Correct Contact Information: Ensure your phone number and delivery addresses are accurate so drivers can reach you on time.
• One Person, One Account: Creating fake accounts to abuse promotional discounts or referral coupons is strictly prohibited.

4. Food & Grocery Orders

When you place an order on TownSaathi:

• Fresh Preparation: Restaurants begin cooking after your order is confirmed. Please review your order carefully before placing it.
• Estimated Times (ETAs): Delivery times (e.g. 20-30 minutes) are realistic estimates. Sudden heavy rain, bad traffic, or kitchen rush hours can occasionally cause slight delays. We always strive to keep you updated live on the map.
• Item Availability: If a local restaurant or grocery shop runs out of an ordered item, our support team or the merchant will call you to offer a replacement or an instant refund for that item.

5. City Rides & Doorstep Home Services

When booking local transport or home technicians:

• Rides (Auto / Bike / Cab): Drivers accept trips based on proximity. Please be at your pickup point when the driver arrives. Fares are clearly calculated upfront with zero unfair surge surprises.
• Home Services (Electrician, Plumber, Appliance Repair): Technicians inspect the problem at your doorstep and give an upfront quote. Materials or spare parts (wires, pipes, replacement parts) are billed at actual market prices with genuine store receipts.
• 7-Day Service Warranty: All completed home maintenance tasks booked through TownSaathi include a 7-day workmanship re-check guarantee.

6. Honest Pricing & Secure Payments

We believe in 100% price transparency:

• Upfront Breakdown: Item prices, applicable GST taxes, and any nominal delivery/convenience fees are always clearly shown in your cart before you tap "Place Order".
• Flexible Payment Methods: Pay securely using UPI (Google Pay, PhonePe, Paytm), Net Banking, Cards, or Cash on Delivery (COD) where available.
• Failed Payment Reversals: If an amount gets deducted from your bank but your order is not confirmed, the bank automatically refunds it back to your account within 24 to 72 hours.

7. Strict No-Cancellation Policy (Orders are Final)

Why We Enforce a No-Cancellation Policy:

• Immediate Food Preparation: As soon as you confirm an order, the kitchen immediately consumes ingredients and starts cooking your specific dish. Prepared hot food cannot be undone or resold.
• Protection for Local Small Merchants: Our local neighborhood shops and family restaurants operate on tight margins and incur instant costs to fulfill your order.
• Immediate Driver Dispatch: A delivery partner is instantly dispatched to pick up your order to maintain fast town delivery times.

Doorstep Refusal & Non-Acceptance:

Please ensure you are present and reachable to receive your delivery:

• 100% Forfeiture / Penalty: If a customer refuses to accept the delivery, is unreachable at the phone number provided, or enters an incorrect address, 100% of the order value will be charged as non-refundable compensation for the restaurant and delivery partner.
• Cash on Delivery (COD) Suspension: If a customer refuses to accept or pay for a Cash on Delivery (COD) order at their doorstep, their account will be permanently blacklisted from using COD on TownSaathi.

Permitted Exceptions (When Refunds Apply):

Refunds are initiated only under the following rare operational scenarios verified by TownSaathi support:

• The merchant or restaurant itself cancels the order due to item stock unavailability.
• The wrong item was delivered or items were physically damaged during transit, verified with photo proof submitted to support within 1 hour of delivery.
• The order was never delivered due to an operational failure on the part of the delivery partner.

In verified exception cases, refunds are automatically credited back to your original payment mode or TownSaathi Wallet within 2 to 5 business days.

8. Safe Side Protections & Disclaimers (Important)

• Food Quality & Ingredients: Food taste, temperature, hygienic preparation, and food allergy disclosures are the direct responsibility of the respective restaurant or food vendor. TownSaathi is not liable for food reactions or ingredient disputes.
• Manufacturer Warranties: Packaged groceries, bottled goods, and consumer electronics carry standard manufacturer warranties. TownSaathi does not manufacture or modify packaged products.
• Driver & Road Incidents: While drivers are verified, TownSaathi is a technology aggregator and is not liable for road traffic accidents, personal belongings left in vehicles, or delays caused by road closures.
• Delays Beyond Control: TownSaathi is not liable for fulfillment delays caused by severe weather, monsoon flooding, strikes, riots, or state internet shutdowns.
• Maximum Liability Cap: In any circumstance, TownSaathi's total financial liability towards any customer claim is strictly limited to the actual amount paid by the customer for that specific order.

9. Healthy Community Rules (Respect For All)

TownSaathi is built on mutual community respect. We expect all users to follow these healthy guidelines:

• Treat delivery riders, drivers, shopkeepers, and support executives with courtesy and dignity.
• Do not place deliberate fake Cash-on-Delivery orders. Repeated refusal to accept ordered items will result in COD privileges being permanently disabled.
• Do not use our parcel delivery service to transport unlawful, flammable, dangerous, or illegal items.
• TownSaathi reserves the right to suspend or block any user who engages in abusive language, harassment, or fraudulent chargebacks.

10. Friendly Support & Dispute Resolution

If you ever have an issue with an order, please contact our support team first. Over 99% of customer issues are resolved pleasantly within a few minutes!