Terms of Service

1. Agreement to Terms

Welcome to NeighbourCart. These Terms of Service ("Terms") govern your use of the NeighbourCart platform ("Service") operated by NeighbourCart ("we", "us", "our"), a company based in Hyderabad, Telangana, India.

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

2. Service Description

NeighbourCart is a hyperlocal delivery platform that connects three types of users:

• Customers: Browse nearby shops, place orders, and get them delivered to their doorstep.
• Merchants: List their shop and products on the platform, manage inventory, accept orders, and receive payments.
• Drivers: Accept delivery requests, pick up orders from shops, and deliver them to customers.

Customers may also pay via cash on delivery (COD) or direct UPI transfer to the merchant. For offline payments, the merchant confirms receipt within NeighbourCart to update the order status.

3. Eligibility

You must be at least 18 years old to use this Service. By using the Service, you represent that you have the legal capacity to enter into these Terms.

4. User Accounts

4.1 Account Creation

You must provide accurate information when creating an account. You are responsible for maintaining the security of your account credentials.

4.2 Account Roles

• Customers: Browse shops and products, place orders, track deliveries, pay online or via COD, and view order history.
• Merchants: Register their shop, list products and prices, manage inventory, accept or reject orders, track earnings, and receive settlements.
• Drivers: Accept delivery assignments, navigate to pickup and drop-off locations, update delivery status, and track earnings.

4.3 Account Termination

You may delete your account at any time from your profile settings. We will permanently delete your data within 30 days, except where required by law.

5. User Obligations

5.1 Customer Obligations

Customers agree to:

• Provide accurate delivery addresses and contact information
• Be available to receive deliveries at the specified address
• Complete payment for orders placed (online or COD)
• Not misuse the platform for fraudulent orders or false complaints

5.2 Merchant Obligations

Merchants agree to:

• Provide accurate product information, prices, and availability
• Maintain proper hygiene and quality standards for grocery items
• Accept and fulfil orders promptly once confirmed
• Register a valid bank account for online payment settlements
• Comply with applicable FSSAI, local trade, and tax regulations
• Complete KYC verification as required by the platform

Licence to use uploaded product images

When you upload product images to NeighbourCart, you grant us a perpetual, royalty-free, non-exclusive, worldwide licence to use, store, modify (including AI-based enhancement such as background removal, cropping, and re-encoding), and display those images in our shared product catalogue, where other merchants may use them for listings of the same product. You retain ownership of your images and can continue to use them elsewhere — this licence is in addition to, not instead of, your own rights.

You confirm that you either (a) took the image yourself, or (b) hold the rights to use and sub-licence it for the purpose above. NeighbourCart will not sell uploaded images to third parties or use them outside the NeighbourCart product catalogue and related marketing material. You may request removal of a specific image by contacting support@neighbourcart.in; we will remove it from the catalogue within 30 days, subject to existing merchant listings that already depend on it.

5.3 Driver Obligations

Drivers agree to:

• Deliver orders safely and within the estimated timeframe
• Handle grocery items with care during transit
• Maintain valid identification and vehicle documents
• Complete KYC verification as required by the platform
• Not tamper with or consume delivered items

5.4 Prohibited Uses

You must NOT:

• Use the Service for fraudulent or illegal purposes
• Post false, misleading, or deceptive product listings or shop information
• Attempt to circumvent security measures or the payment system
• Harass, abuse, or harm other users
• Upload malicious code or viruses
• Scrape or data-mine without permission

6. Pricing and Fees

6.1 Free for Merchants

Listing your shop and products on NeighbourCart is completely free. There are no subscription fees, setup charges, or hidden costs for merchants.

6.2 Commission

NeighbourCart charges a commission on each order value: 5% for months 1–6, 7.5% for months 7–12, then 10% from month 13 onwards. Commission is calculated per merchant based on their onboarding date and deducted from the merchant's settlement amount. Active merchant referral discounts reduce this rate by 1% each, up to five at a time, subject to a floor of 2%.

Merchants are not charged for delivery. On delivery orders the customer pays the delivery fee, which passes through in full to the delivery partner.

6.3 Merchant-Initiated (Phone) Orders

Orders a merchant enters on behalf of a customer who contacted the shop directly are charged at a reduced rate, since the merchant sourced the customer. Where the merchant delivers the order themselves or the customer collects it, commission is a flat 2% and the merchant retains any delivery fee charged. Where NeighbourCart dispatches a delivery partner, the merchant's tenure-based rate applies but is capped at 7.5%. The platform fee on such orders is ₹5 flat plus 2% of order value, in place of the ₹10 flat applied to online orders.

6.4 Special Handling

Certain items require protective or temperature-controlled carriage. Where an order contains items needing a rigid carrier (for example cakes, sweets or glassware) or an insulated container with gel packs (for example ice cream or frozen goods), a special handling charge of ₹20 or ₹30 respectively is deducted from the merchant's settlement, separately from and in addition to commission. The requirement is determined automatically from the contents of the order. The charge is not passed on to the customer, does not alter the customer's order total, and does not apply to pickup orders or to orders that do not contain such items. The majority of the charge is remitted to the delivery partner who supplies and maintains the equipment.

6.5 Delivery Fees and Minimum Order

Delivery fees apply to customer orders based on distance and are displayed to the customer before order confirmation. Shop deliveries are available within 5km of the shop; courier deliveries are available up to 10km. A minimum order value of ₹100 applies to delivery orders and ₹50 to pickup orders. Individual merchants may set a higher minimum for their own shop, which is shown on the shop page. Delivery fee structures and minimums may vary and are subject to change.

6.6 Payment Processing

Online payments are processed via UPI and Cashfree. Payment gateway charges, if any, are borne as per the applicable fee structure displayed at the time of transaction.

6.7 Taxes

All prices displayed on the platform are inclusive of applicable taxes unless stated otherwise. Goods and Services Tax (GST) applies as per Indian tax regulations. Merchants are responsible for their own GST registration and compliance.

7. Intellectual Property

All content, features, and functionality of the Service are owned by NeighbourCart and protected by copyright, trademark, and other applicable laws.

Your Data: You retain ownership of all data you input into the Service, including shop information, product listings, order details, and delivery records. We do not claim ownership of your data.

8. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, OUR LIABILITY IS LIMITED TO THE AMOUNT YOU PAID US IN THE PAST 12 MONTHS.

9. Disclaimers

THE SERVICE IS PROVIDED "AS IS" WITHOUT WARRANTIES OF ANY KIND. We do not guarantee:

• Uninterrupted or error-free service
• Accuracy of product listings, prices, or shop information
• Availability of the payment gateway at all times
• Delivery within estimated timeframes
• Prevention of disputes between users

10. Data and Privacy

Your use of the Service is also governed by our Privacy Policy. We comply with India's Digital Personal Data Protection (DPDP) Act 2023 and the Information Technology Act 2000.

11. Payments and Settlements

11.1 Payment Processing

Online order payments are processed via UPI and Cashfree, a licensed third-party payment gateway. NeighbourCart initiates the payment flow but does not hold, store, or transfer funds. All funds are settled directly from the payment gateway to the merchant's registered bank account (minus the applicable platform commission).

11.2 Settlement

Settlement timelines are determined by the payment gateway and the merchant's bank. NeighbourCart does not control settlement speed and is not liable for delays.

11.3 Refunds and Disputes

Order disputes and refund requests should first be raised with the merchant through the platform. NeighbourCart may mediate disputes and facilitate refunds where appropriate. For payment gateway-related issues, you may contact our support team who will liaise with Cashfree on your behalf.

11.4 Cash on Delivery

For COD orders, customers pay the driver at the time of delivery. The driver is responsible for collecting the correct amount. NeighbourCart is not liable for disputes arising from cash transactions.

12. Orders and Delivery

12.1 Order Acceptance

Merchants reserve the right to accept or reject orders based on product availability, shop operating hours, or other valid reasons. An order is confirmed only after the merchant accepts it.

12.2 Order Cancellation

Customers may cancel orders before the merchant has started preparing them. Cancellation policies and any applicable charges are displayed at the time of cancellation. Merchants may cancel orders due to stock unavailability, with a full refund issued to the customer.

12.3 Delivery

NeighbourCart assigns delivery drivers based on availability and proximity. Estimated delivery times are indicative and not guaranteed. NeighbourCart is not liable for delays beyond reasonable control.

13. Termination

We may suspend or terminate your account if you violate these Terms. You may terminate your account at any time by deleting it from your profile settings.

Upon termination, your data will be deleted within 30 days (except audit logs retained for 7 years for legal compliance). Active shop listings will be removed immediately. Any pending order payments will continue to be processed and settled.

14. Governing Law and Jurisdiction

These Terms are governed by the laws of India. We comply with applicable Indian laws including the Digital Personal Data Protection Act 2023, the Information Technology Act 2000, the Consumer Protection Act 2019, and the Consumer Protection (E-Commerce) Rules 2020.

Any disputes arising out of or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts in Hyderabad, Telangana, India. Disputes may also be resolved through arbitration in accordance with the Arbitration and Conciliation Act, 1996, if mutually agreed. Users may also raise grievances through the mechanism described in our Privacy Policy.

15. Changes to Terms

We may update these Terms from time to time. Material changes will be notified via the app and/or WhatsApp at least 30 days before taking effect. Continued use of the Service after changes constitutes acceptance.

16. Contact Us

For questions about these Terms: