Terms and condition

1. Introduction

Welcome to Eatofine, your trusted platform for ordering food from a wide range of restaurants, cafés, and food outlets in your city. These Terms of Use (“Terms”) govern your access to and use of the Eatofine mobile application, website, and all related services (collectively referred to as the “Platform”). By accessing, browsing, or using our Platform, you agree to be bound by these Terms and our Privacy Policy. If you do not agree, you may not use Eatofine. 

Eatofine is an aggregator platform that connects Users, Restaurant/Vendor Partner, and Delivery Partner/Associate. We do not cook or prepare food ourselves; instead, we provide the technology, logistics, and support that make it easy for you to discover and enjoy meals from your favorite local spots.

The introduction sets the context for what Eatofine is and makes it clear that we are a service provider, not a food manufacturer. This is important because it defines our role legally and helps Users understand that while we facilitate transactions, the actual preparation of food is handled by restaurants. This section also acts as a contract acceptance — by simply using the app or website, you agree to these rules.

2. Definitions

2.1 Aggregator

In this agreement, “Aggregator” refers to the Eatofine Platform, which functions as an intermediary between Restaurant/Vendor Partner, Users, and Delivery Partner/Associate. Our role is to collect orders from Users, forward them to the appropriate restaurant, and coordinate with a Delivery Partner/Associate to ensure the order reaches you.

An aggregator is like a digital marketplace — we don’t own the restaurants, and we don’t employ chefs. Instead, we use technology to “aggregate” or bring together a variety of options for you. This ensures that Users can explore multiple menus in one place rather than visiting each restaurant individually.

 

2.2 Delivery Partner/Associate

A “Delivery Partner/Associate” is an independent contractor or logistics service provider who is responsible for picking up your order from the restaurant and delivering it to your specified address. Delivery Partner/Associate are not direct employees of Eatofine but are registered and verified through our platform.

It’s important to specify that Delivery Partner/Associate are independent because this affects liability, insurance, and service expectations. For example, if there’s a delay caused by heavy traffic, Eatofine will try to resolve it, but the delivery is ultimately done by a partner, not a staff member.

 

2.3 Restaurant/Vendor Partner

A Restaurant/Vendor Partner means any food service provider who has partnered with Eatofine to list their menu and offer delivery or takeaway options. Restaurant/Vendor Partner are responsible for preparing and packaging the food according to applicable safety and hygiene standards.

This definition ensures users know that the restaurant is accountable for the quality, preparation, and safety of the food. If there is an issue with food quality, the User support process involves both Eatofine and the Merchant.

 

2.4 User / User

A “User” or “User” refers to any individual who downloads the Eatofine app, visits our website, or uses our services to place an order. This includes both registered account holders and guest users.

This is a broad term that applies to anyone interacting with the platform for ordering food. Making it clear that “users” can include guests ensures that even non-registered buyers are bound by the Terms.

 

2.5 Order

An “Order” is a confirmed request made by a User through Eatofine for purchasing specific food or beverage items from a Restaurant/Vendor Partner, with delivery arranged by a Delivery Partner/Associate or picked up directly by the User.

Defining an “order” is necessary because the rest of the Terms will refer to it frequently — for example, in cancellation rules, refund policies, or delivery time commitments.

 

2.6 Platform

“Platform” means the Eatofine mobile app, website, and any other related software or digital interface used for browsing menus, placing orders, making payments, or tracking deliveries.

This ensures users understand that Terms apply across all digital touch points, not just the app. Whether you use our website on a laptop or our mobile app, the same rules apply.

 

2.7 Account

An “Account” is the registered profile a User creates on Eatofine to store personal details, delivery addresses, order history and payment preferences.

Accounts make ordering faster and help us serve you better. However, having an account also means you are responsible for maintaining accurate details and protecting your login credentials.

 

2.8 Payment Gateway

A “Payment Gateway” is the secure system integrated into Eatofine for processing payments made via credit cards, debit cards, digital wallets, UPI (Unified Payments Interface),or net banking.

The Payment Gateway ensures your financial transactions are encrypted and safe. Eatofine does not store sensitive card details — these are handled by certified payment providers. 

3. Eligibility

To register an account and use Eatofine’s services, you must be at least 18 years of age. By creating an account or placing an order, you are confirming that you meet this minimum age requirement and are legally competent to enter into a binding agreement under the applicable laws of your country. If you are under 18 years old, you may only use Eatofine through a parent or legal guardian who agrees to be bound by these Terms on your behalf. In such cases, the account must be created and managed by the parent or guardian, and they will be held responsible for all orders and payments made through it.

The Eligibility requirement exists because using Eatofine isn’t just about browsing menus — it’s about engaging in legal and financial transactions. When you place an order, you’re entering into a contract: you agree to pay for the food, and the restaurant (through Eatofine’s platform) agrees to prepare and deliver it. Under most legal systems, a person must be an adult — usually 18 years or older — to enter into such binding agreements without parental consent.

This rule also protects minors from unintended financial commitments. Imagine a 15-year-old ordering expensive meals without understanding the cost or without parental permission — that could create disputes, unpaid bills, and even misuse of payment methods. By restricting account creation to those 18 and above (or minors with guardian supervision), we ensure that orders are made by individuals who understand the responsibilities — like paying bills on time, providing correct delivery addresses, and complying with refund or cancellation policies.

Additionally, many restaurants and delivery services operate under laws and regulations that prohibit selling certain products (e.g., alcoholic beverages) to minors. Even if Eatofine itself doesn’t sell alcohol, the platform’s age limit helps avoid legal risks when restaurants listed on the app do.

4. User Obligations

When you use the Eatofine platform, you agree to follow certain rules and responsibilities that ensure a safe, reliable, and fair experience for everyone. Specifically, you agree to:

1. 1. Provide Accurate and Complete Information – When creating an account or placing an order, you must give correct details such as your name, delivery address, contact number, and payment information. This ensures that your orders are delivered correctly and without unnecessary delays.
   2. Use the Platform for Lawful Purposes Only – You may not use Eatofine to engage in any illegal activities, such as ordering prohibited items, committing fraud, or engaging in activities that violate local, state, or national laws.
   3. Maintains Confidentiality of Your Account – Your login credentials (such as your password and verification codes) must be kept private. You are solely responsible for all activities carried out under your account, whether or not you authorized them.
   4. Avoid Misuse or Interference – You must not attempt to hack, damage, disrupt, or otherwise interfere with Eatofine’s website, mobile app, servers, or network. This includes any attempts to bypass security measures, spread malicious software, or overload our systems.

The User Obligations section is designed to set clear expectations for how Users should behave when using Eatofine. The platform functions on a foundation of trust — between you, the Restaurant/Vendor Partner, the Delivery Partner/Associate, and Eatofine itself. When users provide accurate details, such as a correct delivery address and working phone number, it allows the Delivery Partner/Associate to find you quickly and deliver food fresh and on time. Incorrect or fake information can cause delays, wasted resources, and even financial losses for restaurants and delivery staff.

Using the platform only for lawful purposes is not just a formality — it’s a legal requirement. Some users might try to order restricted goods (like alcohol in certain states without proper ID) or attempt fraudulent transactions with stolen payment details. These activities not only break the law but also damage the trust and safety of the platform for genuine Users.

Maintaining the confidentiality of your account credentials is equally important. If someone else gets access to your account because you shared your password or didn’t secure your device, they could place orders in your name, misuse saved payment methods, or violate Eatofine’s rules — and you would still be held responsible.

Finally, prohibiting misuse or interference with the platform protects the technology that makes Eatofine run smoothly. Attempts to hack into the system, spread viruses, or overload our servers could disrupt service for thousands of users at once. These actions are treated very seriously and may lead to permanent account suspension, legal action, and reporting to law enforcement authorities.

5. Placing Orders

When you place an order through the Eatofine platform, you are responsible for carefully reviewing all details before confirming. This includes verifying the selected items, portion sizes, special instructions (if any), prices, delivery address, and estimated delivery time. Please note that all menu descriptions, prices, and availability are as provided by the Restaurant/Vendor Partner and may be subject to change without prior notice.

Any food images displayed on the platform are for illustrative purposes only and may differ in appearance from the actual dish delivered, depending on factors such as preparation style, packaging, and ingredients used by the restaurant.

Once an order is placed and payment is processed, it will be considered final and sent to the restaurant for preparation. Orders cannot be modified or cancelled unless permitted under the Order Cancellation Policy 

The Placing Orders section is meant to ensure that Users take full responsibility for reviewing every detail before hitting the “Confirm Order” button. Unlike physical goods, food is perishable and prepared on demand, which means there is rarely an option to return or exchange once it is made. This makes the confirmation stage crucial.

When you browse the menu, it’s important to check the description and price of each item. Some dishes may come in different sizes or have variations (like spice levels, toppings, or add-ons). Missing these details could lead to receiving something different from what you expected. For example, ordering a “medium pizza” instead of a “large pizza” could result in dissatisfaction, but the restaurant will still prepare exactly what was confirmed.

The images shown on Eatofine are designed to give you an idea of what the dish might look like, but they are not an exact guarantee. Factors like the chef’s presentation, seasonal ingredient availability, or even packaging materials can affect the appearance of the delivered food.

Once your order is finalized, it is instantly sent to the restaurant’s kitchen. Chefs begin preparing the meal almost immediately, which is why there is usually no option to change the order after confirmation. This also ensures faster delivery times but means Users must be extra careful while ordering.

By including this section, Eatofine aims to reduce disputes and misunderstandings between Users, Restaurant/Vendor Partner, and Delivery Partner/Associate. It reinforces the idea that clear communication and accurate selection at the time of placing the order benefit everyone — you get exactly what you intended, the restaurant avoids waste, and the Delivery Partner/Associate saves time.

1. Pricing Policy

 

Eatofine ensures full transparency in pricing to maintain trust with its Users. The prices of food items displayed on the Eatofine platform are the same as those charged by the respective Restaurant/Vendor Partner at their offline outlets. This means that there is no difference between offline and online prices for the same menu items listed by a restaurant.

However, in compliance with Government regulations, if a Restaurant/Vendor Partner is not registered under the Goods and Services Tax (GST), then the applicable GST charges (if any) will be added separately to the final bill. These taxes are applied strictly in accordance with Government norms, tax laws, and relevant clauses.

It is important to note that Eatofine acts only as an intermediary platform between Users, Restaurant/Vendor Partner, and Delivery Partner/Associate. Eatofine does not determine, modify, or collect taxes on its own. All tax-related components, including GST applicability, are solely based on the Restaurant/Vendor Partner’s registration status and Government requirements.

Further, if there are any changes in taxation laws, rates, or applicable Government policies, the pricing, tax collection, and billing on the EatoFine platform will be automatically updated and amended in accordance with such changes.

By placing an order on the Eatofine platform, the User acknowledges and agrees that Eatofine has no role or liability in tax imposition or calculation and that any such charges are directly governed by the applicable laws of India.

 

7. Payments

Eatofine offers multiple secure payment options to ensure a smooth ordering experience. You can pay for your order using credit cards, debit cards, UPI (Unified Payments Interface), net banking, or cash on delivery (COD, where available). The availability of certain payment methods may vary depending on your location, the restaurant’s policy, and ongoing platform updates.

Applicable taxes such as GST, service charges, or other levies as mandated by law, will be included on all the food items displayed on the Eatofine platform. However, additional charges — such as delivery fees, packaging charges, or surge pricing during high-demand hours — may apply and will be clearly displayed before you confirm your order.

Eatofine reserves the right to add, remove, or modify any payment method without prior notice. In case of payment failure due to technical issues, incorrect details, or insufficient funds, your order may not be processed until a successful payment is made. For prepaid orders, if the payment is deducted but the order fails, Eatofine will initiate a refund as per its Refund Policy.

The Payments section clearly outlines how Users can pay for their food orders, ensuring transparency and convenience. Since food delivery is a real-time service, payment handling needs to be quick, secure, and reliable.

Multiple payment options — like credit cards, debit cards, UPI, and net banking — give Users the flexibility to choose a method that works best for them. Cash on Delivery (COD) is also offered in some areas for Users who prefer paying in person. However, COD availability can depend on the Restaurant/Vendor Partner, Delivery Partner/Associate policies, or safety considerations (for example, COD may be restricted during pandemic situations or for high-value orders).

By stating that prices include taxes unless specified otherwise, the section helps Users understand the final cost upfront. This prevents unpleasant surprises after placing the order. Any extra charges — such as delivery fees during peak hours or eco-friendly packaging costs — must be displayed before you check out, which keeps pricing fair and transparent.

The clause allowing Eatofine to change payment methods at any time is a standard legal safeguard. It lets the company adapt to technological changes, introduce new payment innovations, or remove outdated options without being locked into the current list.

Finally, the refund mention ensures Users know they are protected in case of failed transactions. For example, if you pay via UPI, money gets deducted, but the order doesn’t go through due to a server issue, Eatofine will process a refund as per its stated policy. This builds trust between the platform and users.

 

1. Refunds and Cancellations

For a detailed understanding of how refunds, cancellations, and related processes are handled, we request you to kindly refer to our Refunds and Cancellation Policy, which forms an integral part of these Terms of Use and shall be applicable to all transactions.

9. Delivery

Eatofine aims to provide a smooth and reliable delivery experience, but certain factors are beyond direct control. The following terms apply:

1. 1. 8.1.Estimated Delivery Time –
   2. The delivery time shown on the platform is an estimate, calculated based on restaurant preparation time, distance, and average traffic conditions.
   3. Actual delivery times may vary due to factors such as bad weather, road closures, heavy kitchen load, or unexpected events.
   4. Eatofine will notify you in case of significant delays through the app, SMS, or call.

9.2 Responsibility for Food Quality –

1. • All food is prepared by Restaurant/Vendor Partner, and the full responsibility for the quality, freshness, and hygiene of the food lies with them.
   • Eatofine does not prepare food and is not liable for taste, temperature at preparation, or ingredient accuracy — except for cases involving delivery mishandling.

9.3 Role of the Delivery Partner/Associate –

1. • Delivery Partner/Associate are responsible for safe, hygienic, and timely transportation of your order from the restaurant to your location.
   • They are trained to handle food packages carefully and ensure they are delivered without spillage or tampering.
   • If your order arrives damaged due to delivery mishandling, Eatofine will investigate and process refunds or redelivery as per Refunds policy.

1. 1. 8.4.User’s Role in Receiving the Order –

1. • You must be available at the delivery address during the estimated time slot to receive your order.
   • If the Delivery Partner/Associate is unable to contact you or deliver due to incorrect address or unavailability, the order may be marked as Delivered and no refund will apply.

This section sets realistic expectations about delivery. Users often expect exact timing, but food delivery involves multiple moving parts — cooking speed, traffic, and weather can cause delays. By clarifying that times are estimates, Eatofine reduces disputes over slightly late orders.

It also draws a clear line between food quality and delivery quality:

• Restaurant/Vendor Partner are accountable for how the food tastes, smells, and is prepared.
• Delivery Partner/Associate are accountable for how it arrives — safely, without spills, and in a timely manner.

This separation of roles avoids confusion about who is responsible when a problem occurs. For example:

• If the food is cold because the restaurant delayed preparation, that’s a restaurant responsibility.
• If the food is cold because the delivery took too long due to mishandling, that’s a delivery responsibility.

By also including the User’s responsibility (being present to receive the order), the policy ensures that orders are not wasted and Delivery Partner/Associate are not unfairly penalized for failed attempts.

10. Prohibited & Non-Deliverable Items Policy

To ensure legal compliance and the safety of our community, the following terms apply to products that are classified as non-deliverable items, including but not limited to tobacco, alcohol, and any type of drugs (legal or illegal):

10.1 Restricted Products

We do not accept, process, or deliver the following items under any circumstances:

• Tobacco products (including cigarettes, cigars, chewing tobacco, etc.)
• Alcoholic beverages (including beer, wine, spirits, etc.)
• Narcotics or illegal drugs (as defined under national and international law)
• Prescription medications or over-the-counter drugs not legally authorized for third-party delivery
• Any substances classified as addictive, psychoactive, or harmful

10.2 Legal Compliance

Our platform strictly adheres to all applicable local, state, and central laws and regulations. Delivery or transportation of the above items is prohibited, regardless of age, location, or authorization from any party.

10.3. Account Suspension

Any user or partner found attempting to list, request, transport, or deliver any restricted item will face immediate:

• Account suspension or termination
• Legal action, if necessary
• Confiscation of goods (if applicable)

10.4 Indemnity Clause

We shall not be held responsible for any damages, legal penalties, or claims arising from violations related to the attempted delivery or handling of restricted products. Users and partners agree to indemnify and hold us harmless against any consequences arising from such activities.

10.5 Reporting Violations

If you come across any violations of this policy, please report them immediately to our support team. We are committed to taking prompt and appropriate action.

 

11. Intellectual Property

Eatofine values and protects its brand identity, creative work, and proprietary materials. The following rules apply:

1. 1.  Ownership of Content –
   2. All materials on the Eatofine platform, including but not limited to logos, brand names, menus, photographs, videos, icons, text descriptions, designs, layouts, software code, and graphics, are the exclusive property of Eatofine or its licensors.
   3. These materials are protected under copyright laws, trademark laws, and other applicable intellectual property rights in India and internationally.

11.2 Prohibited Uses –

1. • You may not copy, reproduce, distribute, modify, publish, display, or create derivative works from Eatofine’s content without prior written consent from Eatofine.
   • This includes downloading menu images, duplicating website/app design, or using Eatofine’s brand elements for personal or commercial purposes.

11.3 Trademarks –

1. • The Eatofine name, logo, tagline, and any distinctive graphics or packaging are registered trademarks or pending trademark applications.
   • Any unauthorized use that could cause confusion or suggest false association is strictly prohibited.

1. 1.  Third-Party Content –

1. • Some images, menus, or information may belong to Restaurant Partners or other third parties. Eatofine uses such content with permission, and the same protection applies.
   • You must respect the rights of all third-party content owners featured on the platform.

11.5 Legal Enforcement –

1. • Eatofine reserves the right to take legal action against anyone found violating its intellectual property rights, including seeking damages, injunctions, and other legal remedies.

This section is like the security guard for Eatofine’s brand — it ensures that everything unique about Eatofine stays protected from copying or misuse. Eatofine safe guards its own distinctive look, feel, and content.

Why this matters:

• Brand Trust – Users recognize and trust Eatofine’s design, logo, and presentation. If someone copies it, they could mislead Users or harm the brand’s reputation.
• Creative Work Protection – Menus, photographs, and UI designs take time and investment to create. This protection ensures others can’t simply copy them without effort.
• Legal Safety – Copyright and trademark laws give Eatofine the power to stop misuse and seek compensation when necessary.

The rules also cover Restaurant/Vendor Partner content — if a restaurant uploads a unique menu or food image, it is still protected, and others can’t take it without permission.

12. Privacy

For a detailed understanding of how your personal data is collected, used, stored, and protected, we request you to kindly refer to our Privacy Policy, which forms an integral part of these Terms of Use and shall be applicable to all users of our platform.

13. Liability Limitation

Eatofine strives to provide a smooth, reliable, and efficient service, but certain factors are beyond our direct control. By using our platform, you agree to the following limitations on our liability:

1. 1. Food Quality Responsibility –
   2. All food is prepared and packaged solely by the Restaurant Partner.
   3. Eatofine does not prepare, cook, or store food, and therefore cannot be held responsible for taste, freshness, temperature, portion size, or any health-related effects of the food delivered.

13.2 Delays and External Factors –

1. • Delivery times are estimates, not guarantees.
   • Eatofine is not liable for delays caused by traffic, bad weather, road closures, high order volumes, or unforeseen operational issues.

13.3 Third-Party Actions –

1. • Eatofine is not responsible for any errors, delays, or failures caused by restaurants, Delivery Partner/Associate, payment processors, or other third-party service providers.

1. 1.  Force Majeure Events –

1. • Eatofine is not liable for service disruptions caused by events outside our reasonable control, including natural disasters, strikes, government restrictions, or technical failures.

13.5 Maximum Liability –

1. • In cases where Eatofine is found liable (by law or agreement), our liability will be limited to the amount paid by you for the specific order in dispute.

This section works as Eatofine’s legal shield. Imagine Eatofine as a matchmaker between hungry Users and restaurants — we connect you, help with payment, and arrange delivery. But if:

• The restaurant burns your pizza,
• The road is blocked due to a parade,
• The delivery bike gets a flat tire, those are situations beyond our direct control.

Just like a train ticket seller isn’t responsible if a train is delayed due to weather, Eatofine ensures responsibility lies with the right party.

The main goals here are:

• Protect Eatofine from unfair blame for things we didn’t cause.
• Clarify roles so Users know who to contact for specific problems (e.g., food issues → restaurant, delivery issues → Delivery Partner/Associate.
• Limit financial risk so small mistakes don’t lead to huge legal claims.

14. Governing Law

1. 1.  Applicable Law –
   2. These Terms of Use, and any disputes or claims arising from them, shall be governed and interpreted in accordance with the laws of India, without regard to conflict of law principles.

14.2 Jurisdiction –

1. • Any legal action, suit, or proceeding related to these Terms shall be brought exclusively before the competent courts located in India.

14.3 Compliance Requirement –

1. • By using Eatofine’s services, you agree to comply with all applicable local, state, and national laws in India that govern your use of the platform.

This section is like choosing the “home ground” for any legal match. It means:

• If a disagreement happens, Indian law will decide who’s right and wrong.
• Even if the User is from another country, they can’t take Eatofine to a foreign court.
• All disputes have to be handled inside India.

Why this is important:

• Different countries have different rules — choosing one single legal system keeps things simple.
• It reduces legal costs because Eatofine won’t need lawyers in multiple countries.
• It ensures that laws familiar to both parties (Eatofine and its Indian Users) are applied.

15. Amendments

1. 1.  Right to Modify –
   2. Eatofine reserves the right to revise, update, or replace any part of these Terms of Use at its sole discretion, without prior notice.

15.2 Effective Date –

1. • Any changes will become effective immediately upon posting on the Eatofine platform, unless otherwise specified.

15.3 User Responsibility –

1. • It is the user’s responsibility to review these Terms regularly to stay informed about updates.
   • Continued use of Eatofine’s services after changes have been posted will be considered acceptance of the revised Terms.

1. 1.  No Obligation to Notify Individually –

1. • Eatofine is not obligated to send individual notifications of changes to each user, unless required by law.

This section works like a “software update” but for rules. It means:

• Eatofine can change its policies and terms whenever needed to reflect new laws, improve services, or address operational issues.
• Users don’t need to re-sign or agree each time — simply using the platform after the update means they’re accepting the changes.
• All updates are publicly posted, so anyone can check the latest rules at any time.

Why this is important:

• Business and legal environments change — for example, new government regulations or payment policies may require updates.
• Without this clause, Eatofine would have to ask every user for consent, which is impractical.
• It ensures the platform remains flexible and compliant with evolving requirements.

16. Contact Us:

1. Details of the Company

• Legal Entity Name: Eatofine Delivery Service Private Limited
• Registered Address: Corporate Address: FF2, Vishnu Palace, Sec 20B, Faridabad NIT, Faridabad, Haryana, India, 121001
• Details of website and Application: www.eatofine.com
• Contact Details: eatofine@gmail.com

2. Grievance Redressal Mechanism:

i. Customer Care Channels

• For any order-related issues, you may first reach out to us through the in-app chat support on the Eatofine platform for real-time assistance and quick resolution.
• Alternatively, you may write to us at eatofine@gmail.com, and we will make every effort to address your concern within the timelines prescribed under applicable laws.
• Upon raising a complaint via email, you will receive a unique ticket number, which can be used to track the status and progress of your grievance.
• If you do not receive a satisfactory response through chat support or email, you may contact our customer care team at +91 99992 71011 (available Monday to Friday, between 10:00 AM – 6:00 PM).
• Should the issue remain unresolved despite the above steps, you may escalate the matter to our Grievance Officer by providing the ticket number generated through your email complaint. The Grievance Officer will review and address your concern within forty-eight (48) working hours of escalation.

ii. Details of the Grievance Officer

Puneet Kumar
FF2, Vishnu Palace, Sec 20B, Faridabad NIT, Faridabad, Haryana, India, 121001
Email address: eatofine@gmail.com

Phone: +91 99992 71011
Time: Monday - Friday (10:00 am to 6:00 pm.)

iii. Details of the Nodal person

Harsh Bhati
FF2, Vishnu Palace, Sec 20B, Faridabad NIT, Faridabad, Haryana, India, 121001
Email address: eatofine@gmail.com