Terms of Use

This document is an electronic record and published in accordance with the provisions of the Information Technology Act, 2000 and the rules thereunder and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and generated by a computer system and does not require any physical or digital signatures.

1. Terms of Use

1.1. The websites www.kiranasaathi.com and kiranasaathi.com (“Website”) and mobile application ‘KiranaSaathi’ (App) (Website and App collectively referred to as the “Platform”) is owned, operated and managed by the Zepto Marketplace Private Limited, a private limited company incorporated in accordance with the provisions of the Indian Companies Act, 2013 and having its registered office situated at First Floor, 773, Sarjapur Main Road, Kaikondarahalli, Bengaluru, Karnataka-560103.

1.2. These terms of use (“Terms”) govern your use of the Platform, and for the purpose of these Terms, Zepto Marketplace Private Limited including its subsidiaries, its holding company, its affiliates may wherever context so require, be also referred to as, “KiranaSaathi”, “We”, “Us”, or “Our” and the terms “You”, “Your” or “User” refer to user of the Platform. We value the trust You have placed in Us and hence We maintain reasonable security standards for securing the transactions and Your information.

1.3. Please read these Terms carefully before You use the Platform. If You do not agree to these Terms, You may not use the services on the Platform, and We request You to uninstall the App and not access the Platform. By even merely using/accessing the Platform, You shall be contracting with Zepto Marketplace Private Limited (operating as KiranaSaathi) and You signify Your acceptance to these Terms and other policies (including but not limited to the cancellation & refund terms and published privacy policy (’’Privacy Notice’’) as posted on the Platform and amended from time to time.

1.4. KiranaSaathi retains an unconditional right to modify or amend these Terms. You can determine when these Terms were last modified by referring to the ‘Last Updated’ legend above. You can access the latest version of these Terms at any given time on the Platform. Your continued use of and access to the Platform shall be Your consent to any changes made by Us in these Terms.

2. Access to Services

2.1. KiranaSaathi enables transactions on the Platform between participating sellers and service providers (“Seller(s)”) and Users. Users can order Products (defined hereunder) and services offered for sale by these Sellers in select serviceable areas across India. KiranaSaathi is not and cannot be a party to or control in any manner any transaction between the Platform’s Users and Sellers.

2.2. You acknowledge that the Platform allows You to avail a personal, limited, non-exclusive, non-transferable, and revocable privilege to access and use the Platform for the purposes of purchasing consumer goods such as grocery, apparel, electronics, health and wellness products, and other items (collectively, “Product(s)”) from the Sellers sold on a business to consumer (B2C) basis for personal consumption and purchase of Products on a business to business (B2B) basis by registered businesses.

2.3. The aforesaid revocable privilege to access does not include/permit resale or commercial use of the Platform or its Content in any manner. The Sellers may, at their discretion, add, modify or remove any of the Products and services listed above from time to time without notice.

2.4. Products and services are ranked organically unless promoted through advertisements. Ranking is based on popularity indicators like impressions, user preferences, relevance, add-to-cart actions etc. Newly launched products receive a temporary visibility boost to enhance exposure and assess popularity. KiranaSaathi does not: (i) adopt any ‘unfair trade practices’ either on the Platform or otherwise with respect to its services; (ii) discriminate between Users of the same class.

2.5. KiranaSaathi functions solely as an online marketplace and acts as a facilitator enabling transactions between Users and Sellers on the Platform. At no point does KiranaSaathi take possession of any Products offered by Sellers nor does it hold any rights, title or interest in those Products and services.

2.6. Terms and conditions applicable for the User who is a registered business: The User represents and undertakes: that the User has full legal authorization and power to purchase the Products and/or Services on behalf of the registered business; that the documents and information provided are genuine and complete; and that the User shall not act as an agent of KiranaSaathi.

3. Eligibility to Use

3.1. The Products and services are not available to minors i.e., persons under the age of 18 (eighteen) years, undischarged insolvent, any Users who are not competent to enter into a contract under the Indian Contract Act, 1872, unless otherwise provided hereunder or to anyone previously suspended or removed by KiranaSaathi from availing the Products or services or accessing the Platform.

3.2. You will not discriminate against third-party delivery service providers based on race, religion, caste, creed, national origin, disability, sexual orientation, sex, marital status, gender identity, age or any other metric which is deemed to be immoral and unlawful.

3.3. You shall not make negative, defamatory, misleading, deceptive, or libelous remark about Us or Our brand, including KiranaSaathi and its agnates and cognates, on the Platform or otherwise, or take any actions that could harm KiranaSaathi’s reputation or dilute its trademarks.

4. User Account, Password and Security

4.1. In order to access the services of the Platform, You will have to register and create an account on the Platform by providing details as may be required (“Account”). When You use the Platform, KiranaSaathi may collect personal information such as Your name, email, age, photograph, address, mobile number, and contact details.

4.2. You are solely responsible for the information You provide to Us. You shall ensure and confirm that the Account information and all information provided by You is complete, accurate and up-to-date. KiranaSaathi reserves the right to refuse any and all the services if it has reasonable grounds to suspect that such information is untrue, inaccurate, not current, or incomplete.

4.3. Confidentiality of the Account credentials shall be Your responsibility. KiranaSaathi disclaims any liability for losses due to unauthorised access of Your account.

5. Payment Related Information

5.1. The information related to the accepted payment methods on the Platform shall be displayed during the purchasing process.

5.2. To the extent permitted by applicable law and subject to the Privacy Notice, You acknowledge and agree that KiranaSaathi may use certain third-party vendors and service providers, including payment gateways, to process payments and manage payment card information.

5.3. You undertake to provide valid bank details or other details required for facilitating payment towards the transaction (“Payment Details”). By providing the Payment Details, You represent, warrant, and covenant that: (a) You are legally authorized to provide such Payment Details; (b) You are legally authorized to make payments using such Payment Details; and (c) such action does not violate the terms and conditions applicable to Your use of such Payment Details or applicable law.

5.4. Except to the extent otherwise required by applicable law, KiranaSaathi is not liable for any payments authorized through the Platform using Your Payment Details.

5.5. KiranaSaathi shall not be responsible or obligated to refund any money to You for any unauthorised transactions conducted on the Platform using Your Payment Details.

5.6. Gift Cards: You can use KiranaSaathi Gift Cards for purchases on the Platform, by redeeming the value contained in such Gift Cards at the time of payment for the purchase of eligible Products or services only on the Platform. Gift Cards are subject to additional terms and conditions pertaining to their use and redemption.

5.7. The payment facility facilitated by KiranaSaathi is neither a banking nor a financial service but is merely a facility providing an electronic, automated online electronic payment system using the existing authorized banking infrastructure and card payment gateway networks, as may be applicable.

5.8. Title of any Products purchased by You on the Platform shall be transferred to You post You making applicable payment for the same and also comply with any requirements which are applicable for the order.

6. Price of Products and Services

6.1. The prices for Products and services listed by Sellers on the Platform are determined entirely by the Sellers themselves and KiranaSaathi does not participate in or influence this pricing process in any manner. All the Products listed on the Platform will be sold at Indian Rupees either at Maximum Retail Price (MRP) (inclusive of all taxes) or at a discounted price unless otherwise specified.

6.2. The Users will be informed about all the charges, fees, and costs (including delivery fee) that may be levied on the purchase of the Products or services on the Platform at the checkout page during a transaction.

6.3. Promotional Vouchers: Promotional vouchers are issued under various nomenclatures such as Free Cash etc which are intended for instant use during a session or otherwise and shall lapse or expire unless used and are subject to revocation without any prior notice.

7. Delivery Fees, ETA and Other Charges

7.1. The delivery fees cover the delivery services as part of the sale of Products purchased by You on the Platform. The delivery of the order will be provided within the time period communicated to You through the Platform. While efforts are made to display an estimated time of arrival (ETA) for every order, the delivery time may vary due to factors such as third-party delivery service availability, demand, traffic, weather conditions, force majeure events, and other unforeseen circumstances.

7.2. Additionally, You agree that certain charges, such as fees for rain, peak hours, high demand or surge periods, late-night delivery, handling, convenience, platform usage, small cart fees, or other charges, may apply. These charges will be displayed in the “View Bill” section before the checkout page on the Platform.

7.3. The delivery of the orders will be made to the address specified by You at the time of placing the order on the Platform. It is Your sole responsibility to ensure that the delivery address is complete, accurate and includes any additional instructions required to facilitate delivery.

7.4. The Products will ordinarily be delivered when an appropriate person is available to receive the order at the address provided by You. If You request that the delivery be left unattended at Your address, You expressly waive and release KiranaSaathi from any liability arising from the Products being left unattended.

7.5. In the event You opt for ‘Cash on Delivery (CoD)’ mode, Seller/third-party delivery service providers shall have the right to refuse delivery of the order to You if You fail to make the complete payment and KiranaSaathi shall treat such order as canceled.

7.6. Alcoholic Beverage and Tobacco Products: The delivery of alcoholic beverage and tobacco Products to You is subject to the fulfillment of eligibility criteria prescribed under the applicable law, which may vary from State to State. KiranaSaathi and/or Sellers may request You to provide Your identification and age proof documents. By accessing the alcoholic beverage and tobacco Products category on the Platform, You represent that You comply with all the eligibility criteria under applicable law.

7.7. Terms and Conditions for Purchase of Pharmaceutical Products and Telemedicine Consultations: KiranaSaathi operates solely as a digital marketplace Platform connecting Users with third-party Seller(s) (“Pharmacy”) for the sale and purchase of drugs and pharmaceutical Products. KiranaSaathi expressly disclaims all liability for any omissions, errors, or actions conducted by the Pharmacy. KiranaSaathi assumes no liability for the quality, accuracy, or efficacy of Pharmaceutical Products dispensed by the Pharmacy.

Users may purchase certain Pharmaceutical Products, referred to as “Prescription Drugs”, provided they submit a prescription. The prescription must be uploaded on the Platform where it will be transmitted to the Pharmacy for validation/verification.

Telemedicine Consultation services: KiranaSaathi may facilitate doctor consultation between You and a qualified third-party medical practitioner (“TeleMedicine Consultants”). You shall at your sole discretion avail said consultation. The opinions and guidance provided by TeleMedicine Consultants are their own and do not represent KiranaSaathi’s or Pharmacy’s views.

8. Returns, Cancellations and Refunds

8.1. Returns: You may return the Product in an order, subject to the satisfaction of the following conditions: (i) wrong item being delivered other than what You had ordered, or (ii) Items substantially damaged or deteriorated in quality at the time of delivery. You agree that You shall give all the requisite proofs including but not limited to images of Products having issues.

8.2. Cancellations: You may cancel an order without charge at any time before the Seller accepts the order. You cannot cancel the order post acceptance of order. Your order may be canceled for reasons including shortage or unavailability of certain Products or force majeure events, non-availability of services, unforeseen circumstances, delivery-related issues or if there are concerns regarding fraudulent activity or non-compliance with these Terms.

8.3. Refunds: When You opt to return the Products, upon verification of the Products and the documents relating thereto, the refund amount for such Products which are eligible for return as per these Terms, will be processed within a period of seven (7) business days from the date of verifying and confirming the refund request. The refund amount of prepaid orders will be credited to the source account.

9. User Care

9.1. The User acknowledges and agrees that KiranaSaathi shall not be held liable for: the services or Products offered by Sellers; the quality of the Seller’s services or Products; the non-availability of Products or services; or incorrect Orders fulfilled by the Seller.

9.2. The information about Products and the associated catalogue, including pricing, displayed on the Platform is provided by the Sellers. KiranaSaathi cannot be held liable for any changes, correctness or errors or omissions of the information, or unavailability of these Products and services.

9.3. KiranaSaathi is not and cannot be a party to any transaction between You and Sellers or have any control, involvement or influence over the Products purchased/services availed by You from such Sellers. KiranaSaathi does not provide any warranty or guarantee with respect to the Products and/or services offered for sale on the Platform.

9.4. KiranaSaathi does not guarantee or endorse the specifics of any Seller, including aspects like legal ownership, creditworthiness, or identity. We recommend that You conduct Your own due diligence to verify the legitimacy of any Seller.

9.5. You agree and understand that the Product images are representation of the Product and not actual image of the Product sold to You and You shall read the physical product label for the calorific and nutrition value, using instructions, batch, manufacture date, use by date/shelf life, content, weight, manufacturer and the customer support details, as may be relevant, before consumption.

9.6. Beware of Fraud: Please do not share Your debit/credit card number, CVV number, OTP, UPI/ATM pin and other sensitive information with anyone claiming to be a KiranaSaathi representative. KiranaSaathi or its authorised representatives will NEVER ask You to share the aforesaid details. Beware of fraudsters and please report incidents immediately to Your bank, the nearest police station and at https://cybercrime.gov.in/.

9.7. For assistance on a KiranaSaathi order or refund related issues, click on the ‘Get Help’ section on the App.

9.8. Please exercise caution to verify the portals/website links claiming to be KiranaSaathi or a lookalike or a payment link shared over social media or a social messaging apps claiming to be KiranaSaathi discounts or offers.

10. Use of Platform

10.1. Subject to compliance with the Terms, KiranaSaathi hereby grants You a personal, non-exclusive, non-transferable, limited, revocable privilege to access and use the Platform. You agree to use the Platform only: (a) for purposes that are permitted by the Terms; (b) in accordance with any applicable law, regulation or generally accepted practices or guidelines; and (c) for availing the services through the Platform.

10.2. You agree that the Platform or any portion of the Platform shall not be reproduced, duplicated, copied, sold, resold or otherwise exploited for commercial purposes.

10.3. You agree to not frame or utilise the framing techniques to enclose any trademark, logo or any other proprietorship information of the Platform.

10.4. You agree not to access (or attempt to access) the Platform by any means other than through the interface that is provided by KiranaSaathi. You shall not use any deep-link, robot, spider or other automatic device, program, algorithm or methodology to access, acquire, copy or monitor any portion of the Platform or Content.

10.5. Further, You undertake not to host, display, upload, modify, publish, transmit, store, update or share any information that: belongs to another person and to which the User does not have any right; is defamatory, obscene, pornographic, pedophilic, invasive of another’s privacy; is harmful to child; infringes any patent, trademark, copyright, or other proprietary rights; violates any law for the time being in force; threatens the unity, integrity, defense, security or sovereignty of India; contains software virus or any other computer code designed to interrupt, destroy, or limit the functionality of any computer resource; or is patently false and untrue.

11. Intellectual Property Rights

11.1. The Platform and the processes, and their selection and arrangement, including but not limited to, texts, videos, graphics, user interfaces, visual interfaces, sounds and music (if any), artwork and computer code (collectively, the “Content”) on the Platform is either owned by or licensed by KiranaSaathi (Zepto Marketplace Private Limited) and the design, structure, selection, coordination, expression, look and feel and arrangement of such Content is protected by copyright, patent and trademark laws, and various other intellectual property rights.

11.2. The trademarks, logos and service marks displayed on the Platform (“Marks”) are the licensed property of KiranaSaathi (Zepto Marketplace Private Limited) or owned by third parties. You are not permitted to use the Marks without the prior consent of KiranaSaathi or the relevant third party.

11.3. KiranaSaathi disclaims to hold any right, title, or interest in and to the intellectual property rights arising out of or associated with the Products and services sold by the Sellers on the Platform.

11.4. For reporting intellectual property infringement, please write to Us at legal@kiranasaathi.com.

12. Disclaimer of Warranties & Liability

12.1. You expressly understand and agree that, to the maximum extent permitted by applicable law, the Platform and other Content are provided by KiranaSaathi on an “as is” basis without warranty of any kind, express, implied, statutory, or otherwise, including the implied warranties of title, non-infringement, merchantability, or fitness for a particular purpose. No advice or information, whether oral or written, obtained by You from KiranaSaathi shall create any warranty not expressly stated in the Terms.

12.2. KiranaSaathi will not be liable for any loss that You may incur as a consequence of unauthorized use of Your Account or Account information in connection with the Platform either with or without Your knowledge.

12.3. KiranaSaathi shall not nor is it obligated to mediate or resolve any disputes or disagreements that may arise between You and the Sellers.

12.4. KiranaSaathi has endeavoured to ensure that all the information on the Platform is accurate, but KiranaSaathi neither warrants nor makes any representations regarding the quality, accuracy or completeness of any data, information regarding the services or otherwise.

12.5. KiranaSaathi makes no representation that the Content on the Platform is appropriate to be used or accessed outside the Republic of India.

13. Indemnification and Limitation of Liability

13.1. You agree to indemnify, defend and hold harmless KiranaSaathi (Zepto Marketplace Private Limited), Sellers, service providers, its officers, directors, consultants, agents, representatives and employees from and against any and all losses, liabilities, claims, damages, demands, costs and expenses (including reasonable legal fees) asserted against or incurred by the Indemnitees that arise out of, result from, or may be payable by virtue of, any breach or non-performance of any representation, warranty, covenant or agreement made or obligation to be performed by You pursuant to these Terms and/or the Privacy Notice.

13.2. In no event shall KiranaSaathi, its Sellers, its service providers and its directors, officers, partners, consultants, agents, and employees be liable to You or any third party for any special, incidental, indirect, consequential, or punitive damages whatsoever, arising out of or in connection with Your use of or access to the Platform or Content on the Platform. Notwithstanding any provisions herein, KiranaSaathi’s maximum total liability shall not exceed the amount paid by the User for the purchase of the Product and/or services under the specific order to which the liability relates.

14. Violation of These Terms

14.1. You agree that any violation by You of these Terms will likely cause irreparable harm to KiranaSaathi, for which monetary damages would be inadequate and You consent to KiranaSaathi obtaining any injunctive or equitable relief that they deem necessary or appropriate in such circumstances. These remedies are in addition to any other remedies that KiranaSaathi may have at law or in equity.

15. Suspension and Termination

15.1. The Terms will continue to apply until terminated by either You or KiranaSaathi as set forth below. If You object to the Terms or are dissatisfied with the Platform, You may (i) close Your Account on the Platform; and/or (ii) stop accessing the Platform.

15.2. KiranaSaathi may disable Your access or block Your future access to the Platform or suspend or terminate Your Account if it believes, in its sole and absolute discretion, that You have violated any term of these Terms or the Privacy Notice or in any way otherwise acted unethically.

15.3. Any such termination shall not cancel Your obligation to pay for a Product or a service purchased on the Platform, or any other obligation which has accrued, or is unfulfilled and relates to the period, prior to termination.

16. Governing Law and Jurisdiction

16.1. These Terms shall be governed by and constructed in accordance with the laws of India without reference to conflict of laws principles and disputes arising in relation hereto shall be subject to the exclusive jurisdiction of courts at Bengaluru, India.

17. Grievance Redressal Mechanism

17.1.1. For any order related issue, You may first reach out to Us via chat support on the App for real time basis resolution.

17.1.2. You may also write to Us at support@kiranasaathi.com and We will strive to resolve Your order related issues within the timelines prescribed under applicable laws.

17.1.3. If You still have any grievances, or complaints or concerns with respect to the Platform or order or are not satisfied with the resolution, the Content, or the services, You can contact the designated Grievance cum Nodal Officer of KiranaSaathi as per the below details:

Mr. Zubair Shaikh

Designation: Associate Director

Zepto Marketplace Private Limited (KiranaSaathi)

Address: First Floor, 773, Sarjapur Main Road, Kaikondarahalli, Bengaluru, Karnataka-560103

Phone: 9228853846

Email: grievances@kiranasaathi.com

Time: Mon – Sat (9:00 – 18:00)

17.2. The Grievance Officer of KiranaSaathi shall endeavour to acknowledge the User grievances within 48 hours of receipt of the same and shall endeavour to redress the same at the earliest and in no event later than 30 (thirty) days of receipt of such request.

18. Notice of Infringement and Take Down Policy

18.1. KiranaSaathi’s Take Down Policy enables intellectual property owners to quickly report and remove infringing listings from the Platform.

18.2. Intellectual property owners can report potentially infringing Products or listings by submitting a Notice of Infringement to legal@kiranasaathi.com. The email should include: Identification or description of the copyrighted work/trademark that has been infringed; Your contact information; an undertaking confirming good faith belief that the use complained of is not authorized; and such other information as You think is important for supporting Your claim.

19. Communications

19.1. You hereby expressly agree to receive communications by way of SMS, telephone or VOIP calls, messaging app like WhatsApp on the registered mobile phone number and/or electronic communications like e-mails from KiranaSaathi and other third parties duly authorised by KiranaSaathi.

19.2. You can unsubscribe or opt-out from receiving promotional communications from KiranaSaathi. In which case, KiranaSaathi will only send communications solely required for the purposes of availing the services by You.

20. General Provisions

20.1. Notice: All notices from KiranaSaathi will be served by email to Your registered email address or by messaging app on the registered mobile phone number or by general notification on the Platform.

20.2. Assignment: You cannot assign or otherwise transfer any rights granted hereunder to any third party. KiranaSaathi’s rights and obligations under the Terms are freely transferable by KiranaSaathi to its successor or to its affiliates or any third party without the requirement of seeking Your consent.

20.3. Severability: If, for any reason any provision of the Terms, or any portion thereof, to be unenforceable, that provision shall be enforced to the maximum extent permissible so as to give effect to the intent of the parties as reflected by that provision, and the remainder of the Terms shall continue in full force and effect.

20.4. Force Majeure: KiranaSaathi, its Sellers, its service providers shall not be liable to You for its failure to perform or for delay in providing You access to Your Account or to the Platform or any services thereof, to the extent such failure or delay results from causes beyond its reasonable control, including, without limitation, acts of God, fires, explosions, wars or other hostilities, insurrections, revolutions, strikes, labour unrest, earthquakes, floods, riots, pandemic, epidemics or regulatory or quarantine restrictions.

21. Advertisements

21.1. As part of the services provided by Us, We may facilitate and allow third party advertisers (“Third Party Advertisers”) to place advertisements on the Platform. You understand that any content put out by Third Party Advertisers is not edited, reviewed or otherwise endorsed by KiranaSaathi and We disclaim to the fullest extent permitted by law any liability for the content published by the Third Party Advertisers.

21.2. If You are of the view that the content of a Third Party Advertiser is inappropriate or in violation of applicable law, please write to Us at legal@kiranasaathi.com.

22. Entire Agreement

22.1. This document, including the Privacy Notice and any policies that KiranaSaathi may introduce from time to time, represents the entire understanding between You and KiranaSaathi. It establishes the Terms for Your access to and use of the services and Platform superseding any earlier arrangements related to such access or use.

© 2025 Zepto Marketplace Private Limited, All rights reserved.