Terms of Service

These Terms of Service (the “Terms”) form a legally binding agreement between you (“you”, “your”) and Aaroora (“Aaroora”, “we”, “our”, “us”). By accessing or using our website at aaroora.com, our mobile applications, or any related service (collectively, the “Services”), you agree to be bound by these Terms and our Privacy Policy.

If you do not agree to these Terms, please do not use the Services.

To use the Services you must:

• Be at least 18 years of age and competent to enter into a contract;
• Provide accurate and current information when creating an account;
• Be located in a serviceable area (see Section 5);
• Use the Services for personal, non-commercial purposes unless we agree otherwise in writing.

You are responsible for maintaining the confidentiality of your account credentials and for all activity that occurs under your account. You agree to:

• Use a strong password and keep it secure;
• Not share your account with anyone else;
• Notify us immediately of any unauthorised use or security breach;
• Provide accurate, current, and complete information.

We may suspend or close your account if we believe you have violated these Terms or applicable law (see Section 21).

Aaroora is a quick-commerce grocery platform that allows you to order groceries, fresh produce, packaged food, household essentials, and related items for delivery to addresses within our service area. We may add, modify, or discontinue specific products, categories, or features at any time.

Images, descriptions, and weights of products are indicative. Actual products may vary slightly in appearance, size, or packaging from what is shown.

We currently operate in selected pincodes in Vellore and Madurai, Tamil Nadu, India. The Services may not be available in your area, and availability may change without notice.

Even within a serviceable pincode, specific addresses may fall outside the delivery polygon of our dark stores. We will inform you at checkout if your address is not serviceable.

When you place an order through the Services, you make an offer to purchase the selected items at the prices and on the terms shown. Your order is accepted only when we send you an order confirmation. We may decline an order at our discretion, including (without limitation) where:

• The items are out of stock or mispriced;
• We are unable to deliver to your address;
• We suspect fraudulent activity or violation of these Terms;
• The order exceeds reasonable household quantity limits;
• Payment cannot be authorised or fails verification.

If we decline an order after payment has been made, we will refund the amount in accordance with Section 11.

Prices displayed are in Indian Rupees (INR) and are inclusive of applicable taxes (GST) unless stated otherwise. Delivery fees, packaging fees, and handling charges are shown separately at checkout. We may update prices, fees, and promotions at any time; the price applicable to your order is the price displayed at the time we accept it.

A tax invoice will be made available with your order or in your account. Invoices are issued in the name and address provided at checkout.

Payments are processed by our payment gateway partner (Razorpay) and other authorised processors. We accept the payment methods listed at checkout, which may include credit cards, debit cards, UPI, net banking, popular wallets, and cash on delivery (where offered).

By providing payment details, you represent that you are authorised to use that payment method. You agree that we may charge the payment method for the order amount, applicable taxes, and delivery fees. We do not store your full card or UPI credentials.

We aim to deliver your order within the time window shown at checkout. Times are estimates and may be affected by weather, traffic, demand spikes, or other operational factors. We are not liable for delays caused by events outside our reasonable control (see Section 22).

It is your responsibility to ensure that someone is available at the delivery address to receive the order. If delivery cannot be completed because no one is available, the address is inaccessible, or contact details are incorrect, we may cancel the order and apply a delivery fee. Refunds in such cases are governed by Section 11.

Fresh inventory changes rapidly. If an item you ordered is unavailable at the time of fulfilment, we may, with your prior preference:

• Substitute it with a comparable item of equal or higher value;
• Cancel that line item and refund you for it;
• Contact you to confirm before substituting.

You may set a default substitution preference in your account. If a substitute is delivered and you do not want it, you may refuse it at the time of delivery for a refund of that item.

11.1 Cancellation by you

You may cancel an order before it has been packed at our dark store, free of charge. Once an order has been packed or handed to a delivery partner, cancellation may not be possible or may attract a packing / restocking fee.

11.2 Cancellation by us

We may cancel an order for the reasons described in Section 6, or where we are unable to fulfil it. We will refund any amount you have paid in such cases.

11.3 Returns

Because of the perishable nature of groceries and food-safety requirements under the Food Safety and Standards Act, 2006 (FSSAI), we are generally unable to accept returns once an order has been accepted by you. You may, however, raise a refund request for:

• Damaged, spoiled, or expired items;
• Missing items;
• Incorrect items delivered;
• Items with quality defects identifiable at receipt.

Refund requests must be raised within 24 hours of delivery, with photographs of the affected items where possible. We may inspect the items before approving a refund.

11.4 Refunds

Approved refunds will be issued to the original payment method or, at your option, as Aaroora Wallet credit (which may be processed faster). Bank refunds typically take 5–10 business days to reflect; UPI and wallet refunds are usually faster.

We source products from suppliers who comply with applicable food-safety laws, including FSSAI requirements. We maintain cold-chain handling for temperature-sensitive items where applicable. Please inspect items on delivery; report quality concerns within the window in Section 11.3.

Nutritional, allergen, and ingredient information is provided by the manufacturer. We are not responsible for inaccuracies in third-party product information.

We may offer the following programmes from time to time, subject to specific terms displayed at the time of grant or redemption:

• Aaroora Wallet — store credit issued by us for refunds, promotions, or compensation. Wallet credit is non-transferable, non- encashable, and may have an expiry date.
• Coupons & discounts — promotional codes are single-use unless stated, subject to eligibility conditions, and may be withdrawn at any time.
• Referrals — rewards may be issued for successful referrals who place qualifying orders. We may revoke referral rewards in cases of fraud, abuse, or self-referral.

You agree not to:

• Use the Services for any unlawful or fraudulent purpose;
• Re-sell, redistribute, or commercially exploit our products without our written consent;
• Attempt to gain unauthorised access to our systems or other users’ accounts;
• Interfere with or disrupt the Services, including by introducing malware;
• Scrape, crawl, or harvest data from the Services without our written consent;
• Abuse, harass, or threaten our staff, delivery partners, or other users;
• Misrepresent your identity, age, or address;
• Use the Services in violation of any applicable law or regulation.

When you submit reviews, ratings, photos, or other content through the Services (“User Content”), you grant us a worldwide, non-exclusive, royalty-free, transferable, sub-licensable licence to use, host, store, reproduce, modify, display, and distribute that content in connection with the Services.

You represent that you own the User Content or have all necessary rights to grant this licence, and that it is accurate, lawful, and not defamatory, obscene, or infringing. We may remove User Content at our discretion.

The Services — including all text, graphics, logos, images, software, and code — are owned by or licensed to Aaroora and are protected by Indian and international intellectual property laws. We grant you a limited, personal, non-exclusive, non-transferable, revocable licence to access and use the Services for personal, non-commercial use. All other rights are reserved.

“Aaroora”, the Aaroora logo, and related marks are our trademarks. You may not use them without our prior written consent.

The Services may integrate with or link to third-party services (e.g. payment gateways, mapping services, sign-in providers). Your use of those services is subject to their own terms and privacy policies. We are not responsible for third-party services.

To the maximum extent permitted by law, the Services are provided on an “as is” and “as available” basis, without warranties of any kind, whether express or implied, including warranties of merchantability, fitness for a particular purpose, non-infringement, or uninterrupted availability.

We do not warrant that the Services will be error-free, secure, available at any particular time, or free of viruses or other harmful components.

To the maximum extent permitted by law, Aaroora and its directors, employees, affiliates, and agents shall not be liable for any indirect, incidental, special, consequential, or exemplary damages, or for any loss of profits, revenue, data, or goodwill, arising out of or in connection with your use of the Services.

Our total aggregate liability for any claim arising out of or in connection with these Terms or the Services shall not exceed the greater of (a) the total amount you paid to us in the three (3) months preceding the event giving rise to the claim, or (b) INR 5,000.

Nothing in these Terms limits liability that cannot be limited under applicable law, including liability for death or personal injury caused by negligence, or for fraud.

You agree to indemnify and hold harmless Aaroora and its directors, employees, affiliates, and agents from any claims, damages, losses, liabilities, costs, and expenses (including reasonable legal fees) arising out of or related to (a) your use of the Services, (b) your User Content, (c) your violation of these Terms, or (d) your violation of any applicable law or third-party right.

We may suspend or terminate your access to the Services, with or without notice, if we reasonably believe you have violated these Terms or applicable law, or where required to protect the Services or other users. You may stop using the Services and close your account at any time by contacting us.

On termination, sections that by their nature should survive (including Sections 15, 16, 18, 19, 20, 23, and 24) will continue to apply.

We are not liable for any delay or failure to perform our obligations caused by events beyond our reasonable control, including acts of God, natural disasters, epidemics, war, civil unrest, government action, strikes, lockouts, failures of public utilities, internet outages, or third-party service disruptions.

These Terms are governed by the laws of India. Subject to Section 24, the courts at Vellore, Tamil Nadu shall have exclusive jurisdiction over any dispute arising out of or in connection with these Terms or the Services.

If a dispute arises, please first contact us at hello@aaroora.com. We will try in good faith to resolve the dispute amicably within 30 days.

If the dispute is not resolved, it shall be referred to arbitration by a sole arbitrator appointed by Aaroora, in accordance with the Arbitration and Conciliation Act, 1996. The seat and venue of arbitration shall be Vellore, Tamil Nadu. The language shall be English. The arbitral award shall be final and binding on both parties.

Nothing in this section prevents either party from seeking urgent injunctive or equitable relief in a court of competent jurisdiction.

We may revise these Terms from time to time. When we make material changes, we will notify you by email or through an in-app or website notice before the changes take effect. Your continued use of the Services after the effective date constitutes acceptance of the revised Terms.

• Entire agreement: these Terms, together with our Privacy Policy and any order-specific terms, constitute the entire agreement between you and us regarding the Services.
• Severability: if any provision is held unenforceable, the remainder of these Terms will continue in full force and effect.
• No waiver: our failure to enforce any provision is not a waiver of our right to do so later.
• Assignment: you may not assign or transfer your rights under these Terms without our prior written consent. We may assign our rights to an affiliate or successor.
• No agency: nothing in these Terms creates a partnership, joint venture, agency, or employment relationship between you and us.
• Notices: we may send notices to you by email or through the Services. You may send notices to us at the address in Section 27.