Terms of Service

1. INTRODUCTION & AGREEMENT

These Terms and Conditions (“Terms”) constitute a legally binding agreement between you (“User”, “You”, or “Data Principal”) and CONSPERSA LLP (“LLP”, “We”, “Us”, or “Urban Chakki”), the owner and operator of the Urban Chakki website (https://urbanchakki.in) and the Urban Chakki Mobile Application (collectively, the “Platform”).

By downloading, accessing, or using the Platform, you signify your unconditional agreement to be bound by these Terms. If you do not agree, please do not use our Platform.

2. FSSAI & FOOD SAFETY COMPLIANCE

As a Food Business Operator (FBO) engaged in e-commerce, we are licensed by the Food Safety and Standards Authority of India (FSSAI) and comply with the Food Safety and Standards Act, 2006, and its underlying regulations, including the Food Safety and Standards (E-Commerce) Regulations, 2018.

• License Display: Our FSSAI License Number is prominently displayed on the Platform (Footer/Account Menu) and on all product packaging delivered to you.
• Product Information: We ensure that all mandatory food information, including but not limited to ingredients, nutritional information, allergen declarations, and FSSAI logo, as required under the FSS (Labelling and Display) Regulations, 2020, is available on the product description pages for your review before purchase.
• Shelf Life: Our products are “Freshly Milled.” The “Date of Milling” and “Best Before” date are clearly printed on the physical packet. We guarantee a minimum shelf life upon delivery, consistent with our freshness policy.
• Hygiene and Storage: We adhere to strict hygiene and sanitary protocols during milling, packaging, and handling. You are advised to store the flour in a cool, dry, and airtight container immediately upon delivery to prevent natural infestation, which can occur in preservative-free grain products.

3. ELIGIBILITY & ACCOUNT SECURITY

• Age: You must be at least 18 years of age and competent to enter into a contract to use the Platform.
• Account Responsibility: You are solely responsible for maintaining the confidentiality of your login credentials (e.g., OTP, Password). All activities and orders placed through your registered mobile number shall be deemed to be authorized by you. You agree to notify us immediately of any unauthorized use of your account.

4. ORDERS, PRICING & CUSTOMIZATION

• Offer and Acceptance: An order placed by you on the Platform constitutes an “offer” to purchase. Our confirmation of the order (via App notification, SMS, or Email) constitutes our “acceptance,” forming a binding contract.
• Customization: When using the “Make Your Own Atta” feature, you acknowledge that the final taste, texture, and properties of the blend are dependent on your selected ratio of grains. We shall not be liable for any dissatisfaction with a custom blend, provided the product is not objectively spoiled or contaminated. There may be 5% to 7% quantity losses due to the grinding process at the chakki (flour mill) which are unavoidable. The quantity of the final product (atta) delivered to the customer may vary by certain amounts.
• Pricing: Prices displayed on the Platform are inclusive of applicable taxes. Prices may differ from offline channels due to platform-exclusive promotions or differential logistics costs. We reserve the right to change prices at any time without prior notice.

5. DELIVERY & LOGISTICS

• Location Data: The Platform may request permission to access your device's location to accurately identify your delivery address for our logistics partners.
• Delivery Timelines: “Same Day Delivery” and other delivery slots are subject to availability and adherence to the cutoff times specified on the Platform. While we strive to meet these timelines, delays caused by unforeseen circumstances are not grounds for automatic cancellation.
• Contactless Delivery: If you opt for contactless delivery, we may leave the package at your designated safe spot (e.g., doorstep). The risk of loss, theft, or damage to the product transfers to you upon our confirmation of delivery.

6. CANCELLATION, RETURNS & REFUNDS

• Perishable Goods: Flour is a perishable commodity. Orders cannot be cancelled once the milling process has commenced (indicated by the “Processing” status in the App).
• Refusal of Delivery: Unreasonable refusal to accept a delivery may lead to the suspension of your account or the revocation of Cash-on-Delivery (COD) privileges for future orders.
• Defective Products: In the event you receive an open packet, a product with foreign contaminants, or an incorrect weight, you must raise a grievance via the “Help” section of the Platform within 24 hours of delivery. Your request must be accompanied by clear photographic evidence. Our liability will be limited to a replacement or refund for the defective product.

7. USER CONDUCT & OBLIGATIONS (INTERMEDIARY GUIDELINES)

As a user of the Platform, you agree not to host, display, upload, modify, publish, transmit, store, update or share any information that:

• belongs to another person and to which you do not have any right;
• is defamatory, obscene, pornographic, invasive of another's privacy, or otherwise unlawful in any manner whatsoever;
• is harmful to children;
• infringes any patent, trademark, copyright or other proprietary rights;
• violates any law for the time being in force;
• deceives or misleads the addressee about the origin of the message or knowingly and intentionally communicates any information which is patently false or misleading in nature but may reasonably be perceived as a fact;
• impersonates another person;
• threatens the unity, integrity, defence, security or sovereignty of India, friendly relations with foreign States, or public order, or causes incitement to the commission of any cognisable offence.

8. INTELLECTUAL PROPERTY

The “Urban Chakki” trademark, logo, design, code, layout, and all other content on the Platform are the exclusive intellectual property of CONSPERSA LLP. We grant you a limited, non-exclusive, revocable license to access and use the Platform for personal, non-commercial shopping purposes only.

9. LIMITATION OF LIABILITY & INDEMNITY

• Liability: To the maximum extent permitted by law, CONSPERSA LLP shall not be liable for any indirect, incidental, special, or consequential damages arising out of or in connection with your use of the Platform. Our total liability for any claim arising from a specific order shall be limited to the value of that order. We are not liable for allergic reactions, provided the ingredients were clearly listed on the Platform in compliance with FSSAI standards.
• Indemnity: You agree to indemnify and hold harmless CONSPERSA LLP, its partners, and employees from any claim or demand, including reasonable attorneys' fees, made by any third party due to or arising out of your breach of these Terms or your violation of any law or the rights of a third party.

10. TERMINATION

We reserve the right to suspend or terminate your account and access to the Platform, at our sole discretion, without notice, for conduct that we believe violates these Terms or is otherwise harmful to us, other users, or third parties.

11. MODIFICATION OF TERMS

We may update these Terms from time to time. We will notify you of any material changes by posting the new Terms on the Platform or through other communication channels. Your continued use of the Platform after such changes constitutes your acceptance of the new Terms.

12. GOVERNING LAW & JURISDICTION

These Terms shall be governed by and construed in accordance with the laws of India. Any disputes arising out of or in connection with these Terms shall be subject to the exclusive jurisdiction of the competent courts in Navi Mumbai, Maharashtra.

13. GRIEVANCE REDRESSAL (PLATFORM MISUSE)

In accordance with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, if you have any grievances related to the violation of these Terms, please contact our Grievance Officer mentioned in our Privacy Policy. We will acknowledge your complaint within 24 hours and resolve it within 15 days from the date of receipt.