1. FoodWale's Platform Role

FoodWale ("FoodWale", "we", "us") is a technology and order-facilitation platform that connects customers with independent, nearby restaurants, cafés, cloud kitchens, bakeries, snack centres and home-food businesses ("Restaurant Partners") through WhatsApp. FoodWale does not manufacture, prepare, cook or package food unless specifically stated otherwise for a particular listing.

2. Customer Eligibility

By using FoodWale, customers confirm that they are legally capable of entering into a binding order and are ordering for lawful, personal use. Customers are responsible for providing accurate order and delivery information.

3. Restaurant Responsibility

Restaurant Partners are solely responsible for food preparation, packaging, quality, hygiene, pricing, applicable food safety licences (including FSSAI registration where required), and delivery of orders placed through FoodWale.

4. Food Quality Responsibility

FoodWale does not inspect, prepare or control the food supplied by Restaurant Partners. Any concern regarding food quality, freshness, hygiene or safety should be raised directly with the concerned Restaurant Partner, and FoodWale may assist in facilitating communication where possible.

5. Menu and Price Accuracy

Restaurant Partners are responsible for keeping their menu, item descriptions and prices accurate and up to date. FoodWale is not liable for outdated or incorrect menu or pricing information provided by a Restaurant Partner.

6. Order Acceptance

Restaurant acceptance of any order depends on location, operating hours, item availability and restaurant capacity at the time of order. FoodWale does not guarantee that every order will be accepted.

7. Order Cancellation

Orders may be cancelled by the customer or Restaurant Partner before preparation begins, subject to the Restaurant Partner's own cancellation practice. Once preparation has started, cancellation may not be possible.

8. Payment Terms

Customers pay Restaurant Partners directly for their food order. FoodWale does not collect customer payments for food orders. Restaurant Partners are separately invoiced by FoodWale on a periodic (monthly) basis for the platform fee described below, along with a payment link for settlement.

9. Delivery Responsibility

Delivery of the order is carried out by the Restaurant Partner or its own delivery staff. FoodWale does not operate its own delivery fleet and is not responsible for delivery delays, damage, or loss occurring during delivery.

10. Estimated Delivery Time

Any preparation or delivery time shown is an estimate provided by the Restaurant Partner and is not guaranteed by FoodWale. Actual time may vary based on order volume, distance and restaurant capacity.

11. Refunds

As payment is made directly to the Restaurant Partner, refund requests for order-related issues should be directed to the concerned Restaurant Partner. FoodWale may assist in facilitating a resolution but does not itself process food-order refunds.

12. Customer Conduct

Customers agree not to misuse FoodWale's WhatsApp ordering channel, place fraudulent orders, or engage in abusive conduct toward Restaurant Partners or FoodWale support.

13. Restaurant Partner Charges

Restaurant Partners are charged an approximate platform fee of ₹20 per successfully completed order facilitated through FoodWale. There is no charge for listing, browsing, or receiving enquiries that do not convert into a successfully completed order.

14. ₹20 Successful-Order Fee

An order is considered "successfully completed" when it has been accepted by the Restaurant Partner, prepared, and delivered to the customer. FoodWale invoices Restaurant Partners periodically (monthly) for successfully completed orders during that period, along with a payment link for settlement.

15. Failed or Cancelled Orders

No platform fee is charged on orders that are cancelled, rejected, or not successfully completed.

16. Intellectual Property

The FoodWale name, logo, and website content are the property of FoodWale. Restaurant Partner names, logos and menu content remain the property of the respective Restaurant Partner.

17. Platform Availability

FoodWale's WhatsApp ordering service may occasionally be unavailable due to maintenance, technical issues, or factors outside our control. We do not guarantee uninterrupted availability.

18. Limitation of Liability

To the extent permitted by law, FoodWale's liability is limited to facilitating the connection between customers and Restaurant Partners. FoodWale is not liable for losses arising from food quality, delivery delays, or disputes between a customer and a Restaurant Partner.

19. Dispute Resolution

Any dispute arising out of the use of FoodWale shall first be attempted to be resolved amicably between the parties. Unresolved disputes shall be subject to the jurisdiction of courts as determined applicable under Indian law.

20. Changes to Terms

FoodWale may update these Terms and Conditions from time to time. Continued use of FoodWale after changes are published constitutes acceptance of the updated terms.

21. Contact Information

For questions about these Terms and Conditions, contact us at order@foodwale.in or on WhatsApp at +91 77189 13729.