Customer Terms & Conditions

Welcome to CTOC Foods ("Platform", "CTOC Foods", "we", "us", or "our").

CTOC Foods is a technology-enabled food discovery, ordering and delivery facilitation platform that connects customers with participating restaurants, food businesses and delivery personnel.

By accessing, registering on, browsing or using CTOC Foods, you agree to these Customer Terms & Conditions, our Privacy Policy, Cancellation/Refund Policy, Support Policy and other applicable policies displayed on the Platform.

If you do not agree with these terms, you should not use the Platform.

CTOC Foods operates primarily as a technology and marketplace platform connecting:

• Customers
• Restaurants/Food Business Operators ("FBOs")
• Delivery personnel; and
• Other participating service providers.

Unless specifically stated otherwise for a particular transaction, CTOC Foods does not itself manufacture, cook, prepare, alter, package or store the food supplied by a participating restaurant.

The restaurant/FBO is primarily responsible for the food supplied to the customer, including its preparation, ingredients, quality, hygiene, food safety, packaging, labelling, allergen information, quantity and compliance with applicable food laws.

FSSAI regulations specifically recognise marketplace-based e-commerce FBOs as platforms facilitating transactions between buyers and sellers.

Every restaurant/FBO listed on CTOC Foods is responsible for complying with applicable laws and regulations, including applicable requirements relating to:

• FSSAI registration/licensing
• Food preparation and hygiene
• Food safety
• Ingredients
• Allergens
• Vegetarian/non-vegetarian declarations
• Nutritional or health claims
• Packaging
• Labelling
• Quantity and portion size
• Expiry/shelf life where applicable
• Food contamination
• Adulteration
• Food-related complaints
• Taxes and invoices; and
• Other statutory requirements applicable to its business.

FSSAI requires food businesses to obtain the applicable licence/registration and requires e-commerce food operators to display valid seller FSSAI licence/registration information.

The customer understands that food is prepared and supplied by the selected restaurant/FBO.

Any concern relating to:

• Taste
• Quantity
• Quality
• Spoilage
• Contamination
• Foreign objects
• Allergic reaction
• Ingredients
• Food poisoning
• Temperature
• Packaging
• Missing items
• Wrong items
• Preparation
• Hygiene; or
• Other food-related matters

should be immediately reported through CTOC Foods support and/or directly to the concerned restaurant.

CTOC Foods may facilitate communication, evidence collection and resolution between the customer and restaurant, but shall not be treated as the manufacturer, preparer or seller of food merely because the transaction was facilitated through the Platform.

Nothing in these Terms excludes or limits any liability that cannot legally be excluded under applicable Indian law.

Customers must:

• Provide accurate delivery information
• Provide an accessible delivery location
• Check the order before consuming where reasonably possible
• Inform the restaurant about relevant allergies or dietary restrictions before ordering
• Follow applicable food-safety instructions
• Not misuse the refund, cancellation or complaint system
• Not submit fraudulent or misleading complaints
• Not abuse restaurant or delivery personnel; and
• Use the Platform only for lawful purposes.

Customers are responsible for making their own purchasing decision based on the information displayed by the restaurant and their individual preferences.

Restaurants are responsible for the accuracy of information they provide regarding ingredients, allergens, preparation and dietary classifications.

Customers with allergies or medical dietary restrictions should directly verify the ingredients and preparation method with the restaurant before ordering.

CTOC Foods cannot guarantee that food is free from cross-contamination or allergens unless expressly represented by the relevant restaurant and supported by applicable information.

Menu photographs are for representation purposes and actual food may reasonably differ in appearance.

Restaurants are responsible for the accuracy of:

• Menu descriptions
• Prices
• Food images
• Ingredients
• Offers
• Availability
• Quantity
• Dietary information; and
• Other product information.

CTOC Foods may correct, modify, suspend or remove listings where information appears inaccurate, misleading, unlawful or non-compliant.

FSSAI has specifically directed e-commerce FBOs not to display misleading food information or unsupported claims.

Placing an order constitutes a request to purchase.

An order may be accepted, rejected or cancelled because of:

• Restaurant availability
• Item unavailability
• Incorrect pricing
• Operational limitations
• Delivery limitations
• Technical problems
• Payment failure
• Suspected fraud
• Legal/regulatory requirements; or
• Other legitimate operational reasons.

Where applicable, amounts paid for a cancelled order shall be handled in accordance with the applicable cancellation/refund policy.

Delivery may be performed by CTOC Foods delivery personnel, independent delivery personnel, restaurant personnel or other authorised logistics partners, depending on the applicable operating model.

Delivery times are estimates and may be affected by:

• Traffic
• Weather
• Restaurant preparation time
• Customer availability
• Road restrictions
• Technical issues
• High demand
• Force majeure; or
• Other circumstances beyond reasonable control.

Customers must provide accurate:

• Address
• Mobile number
• Landmark
• Building/flat information; and
• Other necessary delivery information.

If the customer is unavailable, unreachable or provides an incorrect address, additional delivery attempts or cancellation may be handled according to the applicable order policy.

Payments may be processed through authorised payment gateways or other permitted payment methods.

CTOC Foods may not receive or store complete payment-card information where such information is processed by third-party payment providers.

Customers must not use fraudulent payment instruments.

Promotional offers may be subject to:

• Eligibility
• Minimum order values
• Restaurant participation
• Geographic limitations
• Validity periods
• Usage limits; and
• Other conditions.

CTOC Foods may modify or withdraw promotions where permitted by law.

Cancellation and refund eligibility shall be determined under the applicable Cancellation & Refund Policy.

Refunds may depend upon:

• Order status
• Restaurant acceptance
• Preparation status
• Delivery status
• Customer cancellation
• Restaurant cancellation
• Payment status
• Evidence submitted; and
• Applicable law.

Customers may submit genuine reviews and ratings based on their actual experience.

Reviews must not contain:

• Threats
• Abusive content
• Defamation
• Hate speech
• Personal information
• Fraudulent claims
• False reviews
• Extortion
• Illegal content; or
• Content unrelated to the transaction.

CTOC Foods may remove content that violates applicable policies or law.

Users shall not:

• Hack or interfere with the Platform
• Create fraudulent accounts
• Manipulate ratings
• Abuse promotional offers
• Submit false complaints
• Impersonate another person
• Use automated systems without permission
• Attempt unauthorised access
• Upload malicious software
• Conduct illegal transactions; or
• Use the Platform for unlawful purposes.

The customer acknowledges that the restaurant/FBO is the party responsible for the preparation and supply of food.

Nothing in these Terms shall prevent a customer from exercising any statutory right available under the Consumer Protection Act, food-safety laws or other applicable law.

The Consumer Protection Act, 2019 contains provisions dealing with product liability and consumer remedies.

To the maximum extent permitted by applicable law, CTOC Foods' role is limited to providing technology, marketplace, communication, order-management and/or delivery-facilitation services.

CTOC Foods does not guarantee that every restaurant's food will meet a customer's personal preference.

However, CTOC Foods may take reasonable platform-level measures including:

• Restaurant onboarding checks
• Displaying FSSAI information
• Delisting non-compliant listings
• Handling complaints
• Communicating complaints to restaurants
• Suspending accounts
• Cooperating with competent authorities; and
• Taking corrective action where required.

FSSAI directions expressly contemplate complaint communication and delisting of non-compliant food products by e-commerce FBOs.

To the maximum extent permitted by law, CTOC Foods shall not be liable for losses arising solely from matters under the control and responsibility of an independent restaurant/FBO, including food preparation, ingredients, contamination, adulteration, food quality, packaging or restaurant hygiene.

However, this limitation does not apply to liability that cannot legally be excluded or restricted.

To the extent legally permissible, a customer who causes loss to CTOC Foods through fraud, unlawful conduct, misuse of the Platform or violation of these Terms shall indemnify CTOC Foods against resulting claims, losses and reasonable costs.

The CTOC Foods name, logo, software, interface, graphics, text, trademarks, databases and other platform content are protected by applicable intellectual-property laws.

Users may not copy, reproduce, modify or commercially exploit Platform content without permission.

Personal data shall be processed in accordance with CTOC Foods' Privacy Policy and applicable Indian data-protection law.

The Digital Personal Data Protection Act, 2023 establishes obligations relating to processing of digital personal data, security safeguards and grievance mechanisms.

CTOC Foods may suspend or terminate an account for:

• Fraud
• Abuse
• Repeated false complaints
• Payment fraud
• Platform misuse
• Violation of law
• Security threats; or
• Violation of these Terms.

These Terms shall be governed by the laws of India.

Subject to applicable consumer-protection and statutory jurisdiction provisions, disputes shall be subject to the courts having appropriate jurisdiction over the relevant CTOC Foods entity and transaction.

Nothing in these Terms is intended to remove, reduce or contract out of rights or remedies that cannot legally be waived under applicable Indian law.

For customer support:

CTOC Foods

Website: ctocfoods.in

Support Email: support@ctocfoods.in

Customer Care: +919876543210