Terms and Conditions

1. Acceptance of these Terms

These Terms and Conditions ("Terms") govern your use of www.bakali.in, the Bakali mobile application and related ordering, delivery, customer-support and plan services. By creating an account, placing an order, purchasing a plan or otherwise using Bakali, you agree to these Terms. If you do not agree, do not use the service.

2. Who may use Bakali

• You must be legally capable of entering into a binding contract under applicable law, or use Bakali under the supervision/authorisation of a parent or lawful guardian.
• You must provide accurate account and delivery information and keep it updated.
• You are responsible for maintaining control of your mobile number, OTPs and account access. Do not share OTPs or authentication credentials with others.

3. Account registration and security

Bakali may use mobile-number OTP authentication and may request your name, delivery address and other information required to provide the service. You are responsible for activity under your account unless you promptly notify us of suspected unauthorised access. We may suspend access where we reasonably suspect fraud, abuse, security risk or violation of these Terms.

4. Service area and availability

• Bakali is a city/service-area based platform. Availability depends on your delivery address, pincode, service zone, store capacity, product availability and delivery slot.
• Products, quantities, variants, prices and delivery availability may differ by city or change from time to time.
• Displaying an item in the app does not guarantee stock or acceptance of an order. An order is accepted only when Bakali confirms it for fulfilment.
• We may temporarily suspend a city, store, delivery slot or product because of holidays, weather, operational limits, quality concerns, capacity or events outside reasonable control.

5. Fresh products and product information

• Fresh produce is a natural product. Reasonable variations in colour, size, shape, ripeness, weight and appearance may occur.
• Product images are intended to help identification and presentation; actual produce may vary naturally.
• Weight-based or pack-size products are supplied according to the variant/quantity shown in the app. Small weight tolerances may occur where permitted and commercially reasonable.
• Bakali aims to source fresh produce from trusted farms and selected supply partners and to quality-check items before dispatch, but freshness is affected by weather, season and natural variation.
• Salads and healthy bowls are vegetarian. Juice/menu ingredients, allergens and nutrition information should be reviewed in the app/product description before ordering.

6. Prices, taxes, fees and promotions

• The price shown at checkout is the applicable selling price for your location/order at that time, subject to taxes and fees shown before payment.
• MRP, selling price, discounts, delivery fees, minimum-cart values and promotional terms may change from time to time.
• Coupons, first-order discounts, referral benefits, free-delivery offers and other promotions are subject to the eligibility, minimum-order value, city, date, user, usage-limit and other conditions displayed with the offer.
• Promotions cannot be combined unless the app expressly allows stacking. We may cancel benefits obtained through duplicate accounts, self-referral, manipulation or other misuse.

7. Placing and confirming an order

1. Choose your delivery address and serviceable city/area.
2. Select products, variants, quantities, available plans/credits and any applicable coupon.
3. Review the final cart, applicable slot, taxes/fees and total payable.
4. Choose an available payment method and submit the order.
5. The order is subject to Bakali’s confirmation and fulfilment availability. If an item becomes unavailable, we may contact you, offer an alternative with your consent, remove/refund the unavailable item, or cancel/refund the affected order as appropriate.

8. Delivery

• The public website currently describes a morning delivery window of 6:00 AM–10:00 AM. Actual slot availability and cutoffs are displayed in the app and may vary by city, date, product type or operational conditions.
• You must provide a complete, accurate and accessible address and ensure that you or an authorised recipient can accept delivery.
• Delivery times are estimates and may be affected by weather, traffic, local restrictions, high demand, technical issues or other circumstances outside reasonable control.
• For secure delivery, Bakali may use a delivery PIN, OTP, call/message verification, location confirmation or proof of delivery.
• If delivery fails because of an incorrect address, unreachable recipient, refusal to accept, unsafe access or other customer-caused reason after dispatch, cancellation/refund may be limited under the Refund Policy.

9. Payments

• Bakali may support UPI, cards, other online payment methods and Cash on Delivery where available.
• Online payments are processed through authorised third-party payment providers. Their terms and security processes may also apply.
• An order may be cancelled or held if payment is not successfully authorised, appears fraudulent, or is reversed/charged back without valid basis.
• For COD, you must pay the amount shown for the order at delivery. Bakali may restrict COD based on order type, value, plan or risk checks.

10. Cancellations, returns and refunds

Fresh fruits, vegetables, salads, bowls and juices are perishable. Cancellation, quality claims, returns, refunds and credits are therefore governed by Bakali’s Refund Policy. Nothing in these Terms is intended to exclude rights that cannot lawfully be excluded under consumer law.

11. Plans, subscriptions and prepaid credits

• Bakali may offer prepaid plans for eligible salads, bowls and/or juices. Plan details, number of credits, validity, slot, menu and price are shown before purchase.
• Unless the app expressly states otherwise, one plan credit represents one eligible meal or juice delivery.
• The public website states that plans are prepaid and do not renew automatically. A future optional auto-renewal feature, if introduced, would require separate opt-in and clear terms.
• Skipping before the applicable cutoff generally preserves the credit according to plan rules displayed in the app. Pausing may extend/suspend future deliveries subject to validity and plan limits.
• After a cutoff or once preparation is locked, a skip/cancellation may consume a credit or be ineligible for refund where fresh food has already been prepared, subject to the Refund Policy and consumer law.
• Plan credits are personal, have no cash value except where a refund is approved, and may expire at the end of the displayed validity period.

12. Customer responsibilities and prohibited conduct

• Do not use false identities, fake addresses, multiple accounts or payment abuse to obtain promotions.
• Do not attempt to disrupt the app, scrape data, reverse engineer protected software, bypass security, introduce malware or interfere with other users.
• Do not harass delivery partners, staff, vendors or support personnel.
• Do not submit unlawful, abusive, defamatory, fraudulent or misleading reviews, complaints, images or content.
• Do not resell products or use consumer promotions for commercial procurement without prior permission where restrictions apply.

13. Intellectual property

Bakali’s brand name, logo, tagline, app/website design, graphics, photographs, text, software, product presentation and other proprietary content are protected by applicable intellectual-property laws. You receive a limited, non-exclusive, non-transferable right to use the service for personal, lawful purposes. No ownership rights are transferred to you.

14. Third-party services

The service may use or link to app stores, maps, payment gateways, communication providers and other third-party services. Their independent terms may apply. Bakali is not responsible for third-party systems outside its reasonable control, but this does not limit any non-excludable consumer rights.

15. Disclaimer and limitation of liability

• We aim to provide accurate information and reliable service, but availability, delivery times, seasonal produce and digital features may change or experience interruptions.
• Bakali is not a medical or nutrition-advice service. Product descriptions, nutrition or wellness language are informational and should not replace professional medical advice, particularly for allergies or health conditions.
• To the maximum extent permitted by law, Bakali is not liable for indirect, incidental, special or consequential losses that are not reasonably foreseeable from the specific order or service issue.
• Any limitation in these Terms is subject to mandatory rights and remedies under Indian consumer law.

16. Indemnity

To the extent permitted by law, you agree to be responsible for losses or claims arising from your unlawful misuse of the service, fraud, infringement of rights, or material breach of these Terms. This clause does not require consumers to indemnify Bakali for Bakali’s own negligence, misconduct or legal obligations.

17. Suspension or termination

We may restrict or suspend an account for suspected fraud, payment abuse, security threats, repeated delivery misuse, harassment, illegal activity or material breach. Where reasonably possible, we will provide notice or a way to contact support. Outstanding lawful refunds and consumer rights remain subject to applicable law.

18. Privacy

Our Privacy Policy explains how personal data is collected, used, shared and protected. By using Bakali, you acknowledge that personal data will be processed as described in that policy and in any in-app privacy notice presented to you.

19. Changes to these Terms

We may update these Terms to reflect changes in products, features, operations or law. The updated Terms will be posted with a revised effective date. Where required, material changes will be notified or presented for acceptance before they apply.

20. Governing law and dispute resolution

These Terms are governed by the laws of India. Consumers retain the right to use remedies available under the Consumer Protection Act, 2019 and other applicable law, including competent consumer commissions and courts. Nothing here requires a consumer to waive a statutory forum or remedy.

21. Customer support and grievance redressal