Terms and condition

Customer • Delivery Partner / Rider • Restaurant Partner
Effective Date: 01 September 2026
Last Updated: 01 September 2026
Important: This document is a business-use legal draft. Before publication, Kunoo Foods should have Indian
legal counsel review the final company details, commercial model, GST treatment, contractor/rider structure,
insurance, state-specific requirements and operational procedures.
Legal framework considered includes the Consumer Protection Act, 2019 and Consumer Protection
(E-Commerce) Rules, 2020, applicable FSSAI laws/regulations and e-commerce food guidance, and applicable
Indian data-protection requirements.

1. CUSTOMER / USER TERMS & CONDITIONS
• These Terms govern use of the Kunoo Foods website, mobile application and related food-ordering and
delivery services.
• Account: Users must provide accurate information, protect OTPs/passwords and must not create fraudulent
or duplicate accounts.
• Orders: An order request is subject to restaurant acceptance, item availability, delivery feasibility and
successful payment/confirmation. Estimated preparation and delivery times are indicative and may vary.
• Pricing: The checkout page will display applicable food prices, taxes, delivery charges, platform/handling
charges and other applicable charges before order confirmation.
• Restaurant responsibility: Restaurants are responsible for food preparation, ingredients, food quality,
statutory licences and accurate menu information, subject to Kunoo Foods' platform responsibilities.
• Customer responsibility: Customers must provide a correct and accessible delivery address and remain
reasonably available for delivery.
• Cancellation: Cancellation eligibility depends on order stage, restaurant preparation status, applicable
charges and the Refund & Cancellation Policy. No blanket exclusion of lawful consumer remedies is intended.
• Complaints: Customers should report wrong, missing, damaged, spilled or materially defective orders
promptly through in-app support.
• Reviews: Reviews must be genuine and must not contain unlawful, abusive, private or defamatory content.
• Fraud: Fake orders, payment abuse, coupon abuse, chargeback fraud, harassment or misuse of the platform
may lead to investigation, restriction or suspension subject to law.
• Support: Customers can raise complaints through the in-app
support/grievance mechanism.

2. DELIVERY PARTNER / RIDER TERMS & CONDITIONS
• Riders must satisfy applicable eligibility, identity, vehicle, driving and statutory requirements and provide
accurate KYC information.
• Riders must hold valid documents required for the vehicle/service they operate and must comply with traffic,
safety and applicable labour/contractual laws.
• Riders must keep customer information confidential and use names, phone numbers, addresses, order details
and location information only for authorised delivery/service purposes.
• GPS/location information may be processed during active delivery operations for allocation, navigation,
delivery tracking, safety, dispute resolution and operational purposes, subject to applicable law.
• Riders must not tamper with food, open packages without authorised reason, misuse COD collections, harass
customers/restaurants, or use customer information for personal marketing.
• Food must be transported in a hygienic manner using appropriate delivery equipment and in accordance with
applicable food-safety requirements.
• Payouts, incentives, bonuses, deductions and settlement cycles will be governed by the applicable Rider
Agreement and published earning terms.
• Kunoo Foods may investigate suspected fraud, safety violations, misuse of customer data or serious service
failures. Suspension/deactivation will be handled under the applicable agreement and law.

3. RESTAURANT PARTNER TERMS & CONDITIONS
• Restaurant Partners must provide accurate legal/business information and maintain all licences, registrations
and permissions required for their food business.
• Where applicable, a valid FSSAI licence/registration must be maintained and the relevant licence/registration
information must be supplied/displayed as required.
• Restaurants are responsible for food preparation, hygiene, ingredients, packaging, statutory compliance and
the accuracy of menu, price and product information, subject to applicable law.
• Restaurants must accept/reject orders promptly and keep availability and preparation times reasonably
accurate.
• Restaurants must not provide misleading food descriptions, photographs, claims, discounts or pricing.
• Customer information obtained through Kunoo Foods may be used only for legitimate order fulfilment and
authorised service purposes and must not be sold, copied or used for unauthorised marketing.
• Commission, platform fees, settlement cycle, GST/tax treatment and promotional contributions will be
governed by the signed commercial agreement.
• Kunoo Foods may suspend or delist a restaurant for expired statutory licences, serious food-safety concerns,
fraud, repeated customer complaints, material contractual breaches or other lawful reasons.