User Terms & conditions
1. Acceptance of Terms By using the HELLODISH app, you agree to be legally bound by these terms and conditions. If you do not agree, please do not use our services.
2. Eligibility You must be at least 18 years old to use HELLODISH. By placing an order, you confirm that you meet this age requirement.
3. Account Registration To place orders, you must register an account with HELLODISH. You are responsible for maintaining the confidentiality of your account information and for all activities that occur under your account.
4. Ordering
4.1 Placing Orders: Orders can be placed through the HELLODISH app. You must provide accurate and complete information, including delivery address and contact details.
4.2 Order Confirmation: Upon placing an order, you will receive an order confirmation via email or SMS. This confirmation does not guarantee acceptance of your order.
4.3 Order Acceptance: HELLODISH reserves the right to accept or decline your order at any time. If we cancel your order, we will notify you and refund any payments made.
5. Pricing and Payment
5.1 Pricing: All prices are listed in Indian currency and include applicable taxes. Prices may vary based on location and promotions.
5.2 Payment: Payment can be made through various methods provided by HELLODISH, including credit/debit cards, digital wallets, and cash on delivery. All payments must be made in full at the time of order placement.
6. Delivery
6.1 Delivery Time: Estimated delivery times are provided at the time of order placement. Actual delivery times may vary due to factors beyond our control.
6.2 Delivery Area: HELLODISH delivers to specified areas within the city. If your delivery address is outside our service area, we may not be able to fulfil your order.
6.3 Delivery Responsibility: HELLODISH is responsible for delivering your order to the address provided. You are responsible for ensuring someone is available to receive the order.
7. Cancellations and Refunds
7.1 Order Cancellations: Orders can be cancelled within a specified timeframe as indicated in the app. Orders cannot be cancelled once preparation has started.
7.2 Refunds: Refunds will be processed in cases of order cancellation (within allowed timeframe), delivery failure, or incorrect/missing items. Refunds will be credited to the original payment method within a reasonable time.
8. User Conduct You agree to use HELLODISH services for lawful purposes only. You must not: • Engage in any fraudulent activity • Impersonate any person or entity • Use the service to harm, threaten, or harass others • Violate any applicable laws or regulations
9. Privacy Your privacy is important to us. Please refer to our Privacy Policy for information on how we collect, use, and protect your personal data.
10. Intellectual Property All content on the HELLODISH app, including text, graphics, logos, and images, is the property of HELLODISH or its content suppliers and is protected by intellectual property laws.
11. Limitation of Liability HELLODISH is not liable for any indirect, incidental, special, or consequential damages arising from the use of our services. Our liability is limited to the amount paid by you for the order in question.
12. Changes to Terms HELLODISH reserves the right to update these terms and conditions at any time. Changes will be effective upon posting on our app or website. Your continued use of our services constitutes acceptance of the updated terms.
Restaurant Terms & conditions
These Terms and Conditions govern the use of the Hellodish platform by restaurants. By registering and using the Platform, you agree to be bound by these Terms.
1.1 Eligibility: To become a Restaurant Partner on Hellodish, you must meet the following eligibility criteria:
• Possess a valid business license and any other required permits to operate a restaurant in your jurisdiction.
• Maintain a clean and hygienic food preparation environment that complies with all applicable health and safety regulations.
• Offer a menu suitable for delivery through the Platform (consider factors like temperature sensitivity, packaging needs, etc.).
• Possess reliable internet access and a designated contact person for communication with Hellodish.
1.2 Registration Process: You must complete the online registration process through the Hellodish platform. This process requires providing accurate and up-to-date information, including:
• Restaurant name and legal business name
• Physical address and designated delivery area (if opting for self-delivery)
• Cuisine type and menu items with detailed descriptions and high-quality images
• Accurate pricing for all menu items, including applicable taxes and fees (consider potential packaging charges)
• Operating hours for both dine-in and delivery services
• Contact details, including phone number, email address, and authorized representative name You are responsible for maintaining the confidentiality of your account and password and for restricting access to your account.
1.3 Verification: Following registration, Hellodish will conduct a verification process to confirm your eligibility and restaurant details. This process may involve:
• Document verification of your business license, permits, and insurance coverage.
• Potential site visits to assess your kitchen facilities, menu suitability for delivery, and hygiene standards.
2. Menu and Pricing
2.1 Menu Management: You are responsible for uploading a clear and comprehensive menu on the Platform. The menu must include:
• Accurate and detailed descriptions of all food items, highlighting any potential allergens or dietary restrictions.
• High-quality images that accurately represent the food items and portion sizes.
• Up-to-date pricing for all menu items, including applicable taxes and any potential packaging charges.
2.2 Pricing Consistency: You agree to maintain consistent pricing for all menu items offered through Hellodish. Any discrepancies between your in-house and Platform pricing must be clearly communicated to Hellodish for potential adjustments.
2.3 Menu Updates: You have the flexibility to update your menu and pricing on the Platform. However, you must provide at least 24 hours' written notice to Hellodish to avoid customer inconvenience and inaccurate order fulfillment.
2.4 Menu Disabling: Hellodish reserves the right to temporarily disable menu items that are unavailable or inaccurately priced to ensure customer satisfaction. We will notify you promptly before taking such action.
3. Orders and Fulfillment
3.1 Order Acceptance: All orders placed through the Hellodish Platform constitute a binding agreement between you (the Restaurant) and the customer. Upon receiving an order notification, you are obligated to fulfill the order as per the customer's specifications.
3.2 Order Fulfillment:
• Preparation: You are responsible for preparing the food items according to the customer's order details within a reasonable timeframe as communicated on the Platform. This timeframe should consider both preparation and potential delivery time.
• Quality and Safety: You must ensure the quality, hygiene, and safety of all food items prepared for delivery through Hellodish. This includes adhering to all applicable food safety regulations and following proper handling and storage procedures.
• Packaging: You must package the food items securely to prevent damage or spoilage during delivery. The packaging materials should be suitable for maintaining food quality and temperature, considering factors like heat retention or leakproof containers.
3.3 Delivery Options: Hellodish offers delivery services through our network of independent drivers. You acknowledge the use of our independent delivery network and agree to cooperate with them for timely order fulfillment. We will provide estimated delivery times based on distance and driver availability.
3.4 Order Cancellation:
• By Customer: Customers have the right to cancel their orders before the restaurant begins preparing the food. In such cases, you (the Restaurant) will not be charged any commission fees associated with the cancelled order.
• By Restaurant: You may choose to cancel an order due to unforeseen circumstances, such as ingredient unavailability or equipment malfunction. In these situations, you are responsible for promptly notifying both the customer and Hellodish about the cancellation and offering a full refund through the Platform.
4. Commission Fees and Payment
4.1 Commission Fees: You will be charged a commission fee on each order placed through the Hellodish platform. The commission rate will be clearly communicated to you during the onboarding process and may be subject to change with reasonable prior notice. The commission fee will be deducted from your total order revenue before your payout.
4.2 Payment Processing: Customer payments are processed securely through the Hellodish platform. We utilize a secure payment gateway to ensure the safety and privacy of customer financial information.
4.3 Payout Schedule: We will transfer your net earnings (total order revenue minus commission fees) to your designated bank account on a weekly or bi-weekly basis, depending on the chosen payout schedule. You are responsible for ensuring the accuracy of your bank account details provided on the Platform. 5. Marketing and Promotions
5.1 Marketing Opportunities: Hellodish may feature your Restaurant on the platform through various marketing initiatives, including promotions and special offers. We may utilize targeted advertising campaigns, social media mentions, or dedicated placement within the app to promote your Restaurant to a wider customer base.
5.2 Opt-In/Opt-Out: You will be notified in advance of any marketing campaigns involving your Restaurant and have the right to opt-out of specific promotions if they do not align with your marketing goals.
5.3 Additional Terms: You agree to comply with any additional terms and conditions associated with specific marketing promotions offered by Hellodish. These additional terms may outline specific requirements for participation, discount structures, or promotional duration.
6. Customer Service and Feedback
6.1 Customer Communication: You are responsible for handling customer inquiries and complaints related to your orders placed through Hellodish. We encourage you to provide excellent customer service to maintain a positive reputation on the platform. This includes promptly responding to customer inquiries, addressing any order issues efficiently, and offering solutions or apologies when necessary.
6.2 Dispute Resolution: Hellodish will facilitate communication between you and the customer in case of order issues or disputes. We will strive to mediate and find a fair resolution for both parties. 6.3 Feedback Mechanism: We will share customer feedback with you, both positive and negative. We encourage you to use this feedback to improve your service, menu offerings, and overall customer experience on the Platform.
7. Term and Termination
7.1 Term: These Terms will become effective upon your registration with Hellodish and will remain in effect until terminated by either party.
7.2 Termination by Restaurant: You may terminate your participation on the Platform at any time by providing written notice to Hellodish via email or through the designated communication channel within the Platform.
7.3 Termination by Hellodish: Hellodish may terminate these Terms or suspend your access to the Platform for any reason, including, but not limited to:
• Violation of these Terms or any other agreements with Hellodish
• Failure to maintain accurate or complete information on the Platform
• Repeated instances of poor customer service or negative customer feedback
• Violation of health and safety regulations or any legal requirements
• Suspected fraudulent activity
8. Intellectual Property
8.1 Restaurant Ownership: You retain ownership of all intellectual property rights associated with your restaurant brand, logo, and menu content.
8.2 Platform Ownership: Hellodish owns the intellectual property rights associated with the Platform, including the Hellodish brand name, logo, user interface, and software code.
9. Limitation of Liability
9.1 Disclaimer: Hellodish acts as a platform to connect restaurants with customers. We are not responsible for the quality, safety, or preparation of food items offered by Restaurants on the Platform.
9.2 Independent Contractors: Delivery drivers working on the Hellodish platform are independent contractors and not employees of Hellodish. You are responsible for any issues arising from self-delivery or interacting with our independent delivery network.
Driver Terms & conditions
This document serves as an electronic record, complying with the Information Technology Act, 2000, along with any relevant amendments pertaining to the aforementioned Act.
These Terms of Use (the "Terms") and other policies govern your access to and use of HELLODISH application for mobile and handheld devices (the "App"). It is referred to as the "Platform”. Please review these Terms carefully before using our services. Understanding these Terms is crucial before using our services. If you disagree with them, accessing the Platform is prohibited. By merely installing, downloading, or using the Platform, you establish a contractual agreement with HELLODISH. This agreement signifies your acceptance of these Terms and other HELLODISH policies as displayed on the Platform and subject to change. Your acceptance takes effect when you download, install, or use the Platform, creating a legally binding obligation to comply with these terms.
HELLODISH facilitates transactions on its Platform between participating merchants (“restaurant/s”) and buyers (“customers/users” who place orders using our app). Buyers can browse and order from a wide selection of products and services listed by Restaurant on the Platform. These Restaurant include, but are not limited to, restaurants and eateries.
HELLODISH enables delivery of Orders in designated areas of serviceable cities across India This is achieved by connecting with third-party service providers ("Delivery Partners"). These Delivery Partners are responsible for picking up, delivering Orders, placed by Platform users.
Restaurant Partner acknowledges and agrees that HELLODISH acts solely as an intermediary regarding Delivery Services. HELLODISH facilitates these services by connecting Delivery Partners with Restaurant Partners for the delivery of Orders from Restaurants to Customers. However, due to this intermediary role, HELLODISH cannot be held liable for any illegal or unlawful activity committed by the Delivery Partner.
Delivery Partners are independent contractors. They engage with HELLODISH voluntarily on a non-exclusive basis. They set their own working hours and are not subject to HELLODISH's control. The relationship between HELLODISH and Delivery Partners is not that of an agent and principal or employer and employee.
If law enforcement officials (police, traffic police etc) request to inspect your items during transit from pickup to drop-off location, the Delivery Partner has the right to comply with such requests and display the items to the authorities.
Service Fee: Delivery Partners may charge Platform users a service fee for pickup and delivery services. This fee is determined by several factors, such as distance travelled, time taken, demand for food, traffic and weather conditions, and other parameters HELLODISH may establish.
Orders facilitated by Delivery Partners may be subject to a delivery surge in addition to the standard delivery charges. This surge is determined by several factors, including distance travelled, time taken, demand for deliveries, real-time traffic and weather analysis, seasonal peaks, and other parameters. HELLODISH is authorized to collect this delivery surge on behalf of the Delivery Partner. The surge amount may vary for each order based on factors such as the restaurant policy, order value, distance, and peak hour demand. While HELLODISH will use reasonable efforts to inform users of any applicable surge, the user is still responsible for the surge amount associated with their order, regardless of their awareness.
Service Terms:
• Delivery Time Estimates: Buyers understand that delivery times provided at checkout are estimates based on information from Delivery Partners and Restaurant. HELLODISH cannot be held responsible for delivery delays.
• Restaurant Deliveries: Some Restaurant may offer their own delivery services for a fee. HELLODISH has no control over these deliveries, which are solely the responsibility of the Restaurant. Any disputes arising from such deliveries are solely between the Buyer and the Restaurant. HELLODISH assumes no liability for these deliveries or related disputes.
• Delivery Address: Buyer's Orders will only be delivered to the address provided at checkout. If the Delivery Partner informs HELLODISH of an address change, the Order may be cancelled without a refund. Deliveries to a new location require approval by the Delivery Partner or HELLODISH at its sole discretion.
• Delivery Requirements: Buyers are responsible for providing accurate directions, information, and authorization for delivery. If a delivery fails due to the Buyer's actions or omissions, food will be considered delivered, and all risk and responsibility will transfer to the Buyer without a refund.
Contact Us :
For any questions or concerns regarding these terms and conditions, please contact our customer support team at hellodishfoodservice@gmail.com. By using HELLODISH, you acknowledge that you have read, understood, and agree to these terms and conditions. Thank you for choosing HELLODISH for your food delivery needs!
