These terms of use ("Terms of Use") mandate the terms on which users ("You" or "Your" or "Yourself" or "User" or "Customer") interested in browsing or availing Twiclo Services (defined below), and accessing the the mobile application owned and operated by Twiclo Technologies Pvt. Ltd. ("Twiclo") collectively referred to as, the "Platform" connects with the stores registered on the Platform ("Partner Merchant Stores"), and with delivery partners ("Delivery Partners") to avail the Twiclo Services.

Please read the Terms of Use carefully before using the Platform or registering on the Platform or accessing any material or information through the Platform. By completing the onboarding process (providing legal documents), you accept this Terms of Use and agree to be legally bound by the same.

Use of and access to the Platform is offered to You upon the condition of acceptance of all the terms, conditions and notices contained in this Terms of Use and Privacy Policy, along with any amendments made by Twiclo at its sole discretion and posted on the Platform from time to time.

For the purposes of these Terms of Use, the term 'Twiclo' or 'Us' or 'We' refers to Twiclo technologies Private Limited. The term 'You' refers to the user or customer of the App. When You use our services, you will be subject to the terms, guidelines and policies applicable to such service and as set forth in these Terms of Use. As long as you comply with these Terms of Use, we grant you a personal, non-exclusive, non-transferable, limited privilege to enter and use our Platforms and services

1. Registration:
  • You shall be permitted to access the Platform, avail the Twiclo Services and connect with Merchants and Delivery Partners on the Platform only upon creating an Account (as defined below) and obtaining a registration on the Platform. You will be required to enter Your personal information including your name, contact details, valid phone number while registering on the Platform.

  • As a part of the registration, you may be required to undertake a verification process to verify Your personal information and setting up the Account.Twiclo shall have the right to display the information, feedback, ratings, reviews etc. provided by You on the Platform.

2. Twiclo Services:
  • (a). The Platform provides You with the following services ("Twiclo Services"):

    • (i). It allows You to connect with Merchant stores and Delivery Partners.
    • (ii).  It allows You to view the items/services ("Items") listed on the Platform by the Tied-Up Merchant stores.
    • (iii).  It allows You to purchase Item(s) from the Tied-Up Merchant stores listed on the Platform and allows You to get the Items delivered to You through Delivery Partners ("Purchase Services").
    • (iv).  It allows You to give ratings, write comments and reviews about Delivery Partners and Merchants.
    • (v).  It facilitates improvement in the quality of the services provided by Twiclo on the Platform based on User ratings, reviews and feedbacks provided on the Platform.
  • (b). Once the Delivery Services/ Purchase Services have been completed or delivered, as the case may be, you shall promptly notify the same on the Platform.

  • (c). Twiclo may, at its absolute sole discretion, add, modify, upgrade, extend, withdraw or alienate any of the Twiclo Services listed above from time to time. Twiclo does not provide any guarantee to You that the Twiclo Services will be made available to You at all times.

  • (d). You hereby agree and acknowledge that Twiclo is only a facilitator between You, the Merchant stores and Delivery Partners (as the case maybe) and Twiclo only provides You with access to the Platform to connect with Merchant stores and Delivery Partners for You to initiate transactions on the Platform. You hereby agree and acknowledge that Twiclo will not be a party to any of the transactions that are initiated by You through the Platform and Twiclo shall not be liable in any manner or incur any liability with respect to the services performed by the Merchants or the Delivery Partners, as the case may be.

    Further, You hereby agree and acknowledge that Twiclo shall not be liable for the conduct, acts and omissions of the Merchants (including their employees and consultants) and Delivery Partners in the course of providing their services to You, or for any loss or damage to the Item or otherwise caused to You as a consequence of or in relation to the services being provided to You by the Merchants or the Delivery Partner, as the case may be.

  • (e). In case of Purchase Services, it is the duty of the Tied-Up Merchants to share the updated Item list along with its prices on the Platform. Twiclo shall not be responsible for any inaccurate Item listing on the Platform.

  • (f). You hereby acknowledge that Twiclo shall not be liable for any damages of any kind arising from Your use of the Twiclo Services, including, but not limited to direct, indirect, incidental, punitive, and consequential damages.

  • (g). Twiclo shall be entitled at any time without giving any reason terminate Your request for any Twiclo Service.

  • (h). You hereby agree that Twiclo shall not be liable for any conduct or misbehavior or actions of Delivery Partner with respect to any transactions initiated on the Platform. Further, you agree that Twiclo has no control over the Items provided to You by the Merchants and therefore, Twiclo shall not incur any liability with respect to such Items. However, keeping in mind the interests of the Users, we have informed our Merchant stores to ensure that Items are packaged properly to avoid any form of spillage or damage to the Item or any issues related to packaging

  • (i). If a transaction initiated by You on the Platform cannot be completed, Twiclo shall notify You on the Platform.

  • (j). You agree to provide information as required on the Platform with respect to the Items/services You wish to purchase/avail, using the Platform.

  • (k). Twiclo shall use Your location-based information that is captured by Twiclo through global positioning system when You are using Your mobile device to request a Twiclo Service on its m-app. Such location-based information shall be used by Twiclo only to facilitate and improve the Twiclo Services being offered to You.

  • (l). You understand and acknowledge that Twiclo by itself does not sell or provide any such Items. Twiclo is not responsible for the quality, merchantability or fitness of such Items. Accordingly, in the event of any grievances arising from the transaction initiated by You on the Platform pertaining to purchase or sale of any product from any Merchant store, you may contact Twiclo support for routing your grievances to the Merchant through the Platform.

  • (m). You hereby acknowledge that if You have any complaint with respect to the Twiclo Services, you will first inform Twiclo in writing within 12 hours of using such Twiclo Services.

3. User Information:
  • (a).  You are solely responsible for and in control of the information You provide to us. Compilation of User Accounts and User Account bearing contact number and e-mail addresses are owned by Twiclo. Further, you understand and agree that certain information will be case sensitive and must be handled with a prudent care.

  • (b).  In the case where the Platform is unable to establish unique identity of the User against a valid mobile number or e-mail address, the Account shall be indefinitely suspended. Twiclo reserves the full discretion to suspend a User's Account in the above event and does not have the liability to share any Account information whatsoever.

4. Payment Terms:
  • While initiating a request for a Purchase Service on prepaid basis, you shall pay for the price of the Items You require from the Delivery Partners to deliver to You from the Tied Up (Partner) Merchant store and the delivery charges shown for the particular order. In case of Cash on delivery order, you shall pay for the price of the Items and the delivery charges shown in app at the time of successful delivery by Delivery partner.

5. Rating:
  • (a).  You agree that: (i) after completion of a transaction on the Platform, the Platform will prompt the User with an option to provide a rating and comments about the Delivery Partner (with respect to the services performed by the Delivery Partner) and Merchants (with respect to the Items sold/provided by them); and (ii) the Delivery Partner and the Tied-Up Merchants may also be prompted to rate You on the Platform. Based upon such Delivery Partner and Merchant ratings, your rating score on the Platform will be determined and displayed.

  • (b).  Twiclo reserve the right to use, share and display such ratings and comments in any manner in connection with the business of Twiclo and its affiliates without attribution to or approval of Users and You hereby consent to the same. Twiclo and its affiliates reserve the right to edit or remove comments in the event that such comments include obscenities or other objectionable content, include an individual’s name or other personal information, or violate any privacy laws, other applicable laws or Twiclo’s or its affiliates’ content policies.

6. User Account, Password, and Security:
  • (a).  In order to use the Platform and avail the Twiclo Services, you will have to register on the Platform and create an account with a unique user identity and password ("Account").

  • (b).  You will be responsible for maintaining the confidentiality of the Account information, and are fully responsible for all activities that occur under Your Account.

7. Violation of the Terms of Use:
  • You agree that any violation by You of these Terms of Use will constitute an unlawful and unfair business practice, and will cause irreparable harm to the Company/Client, as the case may be, for which monetary damages would be inadequate, and You consent to the Company/Client obtaining any injunctive or equitable relief that they deem necessary or appropriate in such circumstances. If Company/Client takes any legal action against You as a result of Your violation of these Terms of Use, they will be entitled to recover from You, and You agree to pay, all reasonable attorneys’ fees and costs of such action, in addition to any other relief that may be granted.

8. Specific Terms with respect to Use of Platform for purchase of Pharmaceutical Products:
  • Customer can use the Platform for purchase of various medicines and pharmaceutical products from the pharmacy stores that requires a valid medical prescription issued by a medical expert/ doctor to be provided to a registered pharmacist for the purpose of dispensing such medicines and pharmaceutical products (“Prescription Drugs”), offered for sale on the Platform by the Merchant. In Order to purchase Prescription Drugs from the Merchant through the Platform, Customer is required to upload a scanned copy of the valid prescription on the Platform. The Order would not be processed by the Merchant until a copy of a valid prescription is uploaded on the Platform, which shall be in turn shared with the Merchant. The Merchant store will verify the prescription uploaded by Buyer and in case of the Merchant observes any discrepancy in the prescription uploaded by Buyer, the Merchant may reject the Order.

  • Customer understands and agrees that Twiclo’s Platform is merely a technology platform and the medicines and pharmaceutical products are sold by the Merchant store. Twiclo shall not be held responsible in any manner for any error or omission or act committed on part of the Merchant.

  • Customer agrees and undertakes that he/she will not repeat the use of prescription for which drugs have already been dispensed. In case a Buyer found repeating the use of prescription, the Order will be cancelled immediately. In any event, Twiclo shall not be responsible for any adverse effects or harm caused to Buyer.

  • Customer agrees and confirms that he/she is completely aware of the indications, side effects, drug interactions, effects of missed doses or overdose of the medicines Customer Order through the Platform. It is imperative to seek professional advice from Medical practitioner before purchasing or consuming any medicine.

  • The Twiclo/Merchant may maintain a record of the prescriptions uploaded by the Buyers.

9. Refund & Cancellation Policy:
  • (a). Customer may cancel order within 1 minute of order placement, post 1-minute FIDOO reserves the right to charge you the total order amount including our service fees. No replacement / refund / or any other resolution will be provided without Restaurant Partner’s/Store(s)’ permission. Packed products before pickup will have penalty of delivery charge. Packed products After pickup will have no returns no refunds

  • (b). FIDOO reserves the right to collect a penalty for the Orders constrained to be cancelled by FIDOO for reasons not attributable to FIDOO, including but not limited to:

    • (i).  If the address provided by Customer is either wrong.
    • (ii).  If unable to contact Customer by phone or email at the time of delivering the Order booking.
    • (iii).  If unable to deliver Customer’s Order due to lack of information, direction or authorization from Customer at the time of delivery.
    • (iv).  If the order involves the purchase of medicines for which a medical prescription is required and for which You have not provided such medical prescription or provided an invalid medical prescription.
    • (v).  In case of cancellations for the reasons attributable to FIDOO or the Merchant store or Delivery partner, FIDOO shall not collect any penalty from the Customer.
  • (3). The Orders placed by customer using the Platform are non-refundable except if refund is requested under the following conditions:

    • (i).  If the Order could not be delivered within 2 hours
    • (ii).  If the Merchant store doesn't accept or cancels the Order due to reasons not attributable to customer, including but not limited to store being closed, non-availability of items, store cannot service online orders at that moment, store is overcrowded, etc.
    • (iii).  If FIDOO cancels the Order due to reasons not attributable to Customer, including but not limited to non-availability of Delivery Partner, etc.
    • (iv).  If the wrong Item has been delivered to You, which does not match with the Item for which You had initiated purchase.
    • (v).  If there is food spillage, foreign object in food, items missing, you will be required to share the proof of the same before any resolution can be provided.
    • FIDOO reserves the right to look into the cancellation request of the customer and determine if such cancelation request falls under the conditions mentioned above. If FIDOO is satisfied that the request and same fulfills any of the aforesaid conditions, then FIDOO shall process the cancellation request and refund amounts to the Buyer.

  • (4). Customer may be entitled to a refund up to 100% of the Order value if Delivery partner fails to deliver the Order due to a cause attributable to either Merchant store or DP or FIDOO, however such refunds will be assessed on a case to case basis by FIDOO.

    In case of Prepaid order, all refunds shall be processed in the same manner (Source) as they are received, refund amount will reflect in your account based on respective banks policies.

    In case of cash on delivery order, FIDOO will recover from the Buyer’s subsequent Order in order to compensate the Merchant stores and DPs.

    Our decision on refunds shall be final and binding