Terms of Service

Effective date: September 15, 2026

1. Acceptance of Terms

By accessing or using Craveon, you agree to be bound by these Terms of Service. If you do not agree, please do not use our platform.

2. Eligibility

You must be at least 18 years old to create an account and place orders. By using Craveon, you represent and warrant that you meet this age requirement.

3. Account Registration

• You must provide accurate and complete information during registration.
• You are responsible for maintaining the confidentiality of your account credentials.
• You must notify us immediately of any unauthorized use of your account.
• One account per mobile number. Duplicate accounts may be suspended.

4. Ordering Process

• All orders are subject to availability and acceptance by the restaurant.
• Menu items, prices, and availability are set by restaurants and may change without notice.
• Order confirmation does not guarantee availability. If an item is unavailable, the restaurant may offer a substitute or cancel the item.
• You are responsible for reviewing your order before confirmation.

5. Payments

• All payments are processed through a third-party payment gateway.
• Craveon does not store your credit/debit card details.
• You agree to Payment gateway's terms and conditions for payment processing.
• Prices are inclusive of applicable taxes unless stated otherwise.
• No refund will be given for any complain, any bad products.

6. User Responsibilities

• Provide accurate delivery addresses and contact information.
• Be available to receive your order at the provided address.
• Verify delivery using the OTP provided.
• Treat delivery agents and restaurant staff with respect.

7. Prohibited Conduct

• Using the platform for any unlawful purpose.
• Creating fake accounts or providing false information.
• Attempting to manipulate prices, promotions, or the ordering system.
• Harassing, threatening, or abusing delivery agents, restaurant staff, or other users.
• Automated access or scraping of platform data.

8. Intellectual Property

All content on Craveon, including logos, designs, text, and software, is the property of Craveon and is protected by intellectual property laws. You may not reproduce, distribute, or create derivative works without our express written permission.

9. Limitation of Liability

Craveon acts as an intermediary between customers, restaurants, and delivery agents. We are not liable for:

• Food quality, safety, or allergen content — these are the restaurant's responsibility.
• Delivery delays caused by traffic, weather, or circumstances beyond our control.
• Any damages arising from the use of our platform beyond the amount you paid for the specific order in question.

10. Termination

We reserve the right to suspend or terminate your account at our discretion if you violate these terms, engage in fraudulent activity, or for any other reason necessary to protect the platform and its users.

11. Changes to Terms

We may modify these Terms of Service at any time. Continued use of Craveon after changes are posted constitutes your acceptance of the revised terms.

Refund & Cancellation Policy

Effective date: September 15, 2026

1. Order Cancellation by Customer

• You can't cancel an order after the payment is done.
• To cancel, use the customer support immediately.

2. Order Cancellation by Restaurant

• Restaurants reserve the right to cancel orders due to item unavailability, high demand, or other operational reasons.
• If a restaurant cancels your order, you will receive a full refund of the order amount.

3. Refund Eligibility

You are eligible for a refund in the following cases:

• Restaurant cancelled the order.
• Order was not delivered (delivery agent marked complete without handover).
• Significant discrepancy between the ordered items and what was delivered.
• Duplicate charge for the same order(with prouf).

4. Refund Process

• Refunds are processed back to the original payment method.
• Refund requests are reviewed within 24-48 hours of submission.
• Once approved, refunds typically reflect in your account within 5-7 business days, depending on your bank or payment provider.
• Wallet or credit-based refunds, where applicable, are processed instantly upon approval.

5. Partial Refunds

Partial refunds may be issued when:

• One or more items from a multi-item order are unavailable or missing.
• A substitute item of lower value is provided with your consent.

6. Non-Refundable Situations

• Change of mind after the order has been placed, prepared or delivered.
• Complaints about taste or food preferences not communicated at the time of ordering.
• Failure to receive the order due to unavailability at the delivery address (no-show).
• Orders placed with incorrect details (wrong address, wrong items) where the order was fulfilled as specified.

7. Dispute Resolution

• All refund and cancellation disputes must be raised within 24 hours of the order delivery or cancellation.
• Provide order details and a clear description of the issue when submitting a dispute.
• Our support team will review and respond within 48 hours.
• Decisions made by Craveon support after review are final.

8. Contact for Refund Issues

For any refund or cancellation queries, please contact our support team through the Craveon app or website with your order ID and relevant details.

Shipping & Delivery Policy

Effective date: September 15, 2026

1. Delivery Areas

• Craveon currently serves select areas within supported cities.
• Delivery availability depends on your location and the proximity of active restaurants.
• If delivery is not available in your area, you will be notified before placing an order.

2. Delivery Timeframes

• Estimated delivery times shown at checkout are approximate and not guaranteed.
• Actual delivery time depends on restaurant preparation time, distance, traffic, and weather conditions.
• Peak hours (lunch 12-2 PM, dinner 7-10 PM) may result in longer delivery times.

3. Delivery Fees

• A delivery fee will be charged according to order price and a minimum delivery fee will be charge for order less then ₹100.
• Delivery fees are displayed at checkout before you confirm your order.
• Promotional offers may waive delivery fees — these are subject to terms of the specific promotion.

4. Order Tracking

• Status updates include: Order Placed → Accepted → Preparing → Ready → Out for Delivery → Delivered.

5. Delivery Verification (OTP)

• A one-time password (OTP) is generated when the delivery agent picks up your order.
• You must provide this OTP to the delivery agent to confirm receipt of your order.
• Do not share your OTP with anyone other than your assigned delivery agent.
• If you cannot locate the OTP, it is available in your order details within the app.

6. Failed Deliveries

A delivery may be marked as failed if:

• The delivery address provided is incorrect or incomplete.
• The customer is unreachable or unavailable at the delivery location.
• The customer refuses to accept the order.
• In such cases, the order may be cancelled and no refund processed per our Refund & Cancellation Policy.

7. Delivery Agent Conduct

• If you experience any issues with delivery conduct, please report it through the app so we can take appropriate action.

8. Contact for Delivery Issues

For delivery-related concerns, please reach out through the Craveon app support with your order ID. Our team will assist you promptly.