MEALGO – TERMS & CONDITIONS
1. DEFINITIONS
For the purposes of these Terms and Conditions, unless the context otherwise requires, “Company” or “Mealgo” shall mean MealGo Ventures LLP operating under the brand Mealgo; “Customer” or “User” shall mean any person who accesses the Platform or places an Order; “Services” shall mean the preparation and delivery of vegetarian meals; “Platform” shall include the Mealgo website and any future mobile application; “Order” shall mean any request placed by the Customer for meals or subscription Plans; “Plans” shall include trial plans (1–3 days), 7-day plans, and monthly subscriptions; “Delivery” shall include both successful delivery and attempted delivery at the address provided by the Customer; “Claim Window” shall mean the time period within which a Customer may claim unutilised meals or request refunds; “Unused Meals” shall mean meals that have not been prepared, packed, dispatched, or consumed; “Subscription Start Date” shall mean the first scheduled day of meal delivery; “Remaining Subscription Value” shall mean the monetary value of unused meals; “Mealgo Credits” shall mean refund value credited to the Customer’s account; and “Business Days” shall mean Monday to Friday excluding public holidays.
2. ACCEPTANCE OF TERMS
By accessing the Platform, placing an Order, or subscribing to any Plan, the Customer expressly acknowledges that they have read, understood, and agreed to be bound by these Terms, thereby forming a legally binding agreement.
3. NATURE OF SERVICES
Mealgo operates a subscription-based model for preparation and delivery of vegetarian meals within Gurgaon based on a pre-determined weekly menu, and no customisation shall be permitted except to the limited extent expressly provided.
4. REGULATORY COMPLIANCE AND FOOD DISCLOSURE
The Company undertakes food preparation in compliance with applicable laws including the Food Safety and Standards Act, 2006 and applicable regulations; however, ingredient details and allergen information are provided on a best-effort basis, and the Customer shall be solely responsible for reviewing such information prior to consumption, it being clarified that cross-contamination cannot be entirely ruled out.
5. ALLERGEN DISCLAIMER AND ASSUMPTION OF RISK
Where a Customer having known allergies places an Order despite disclosure of ingredients, such act shall be deemed to be undertaken at the Customer’s sole risk, and the Company shall not be liable for any allergic reaction or adverse consequence, including where the food is consumed by any third party.
6. NO WARRANTY AND SERVICE DISCLAIMER
The Services are provided on a best-effort basis without any express or implied warranties, including but not limited to warranties of merchantability, fitness for a particular purpose, or uninterrupted availability, and the Company does not guarantee that the Services will meet individual expectations or preferences.
7. ORDER CONFIRMATION AND FINALITY
An Order shall be deemed confirmed only upon successful receipt of payment, and Mealgo reserves the right to accept or reject any Order at its discretion; upon commencement of preparation or packing, the Order shall attain finality and no cancellation, modification, or refund shall be permitted thereafter.
8. PAYMENT TERMS AND FAILED TRANSACTIONS
All payments shall be made through authorised modes, and no Order shall be processed unless payment is successfully completed; failed or declined transactions shall not constitute Orders, and any debited amount without confirmation shall be refunded by the respective bank or payment gateway, with Mealgo bearing no liability for delays or errors attributable to third-party systems.
9. TRANSFER OF RISK
All risk in respect of the food shall pass to the Customer upon Delivery, and the Company shall not be liable for improper storage, delayed consumption, or external contamination.
10. BURDEN OF PROOF
In all claims relating to food quality, safety, or condition, the Customer shall bear the burden of establishing, with appropriate evidence, that the alleged defect existed at the time of Delivery.
11. EXCLUSION OF SUBJECTIVE CLAIMS
No claims shall lie in respect of subjective factors including taste, texture, spice level, or portion perception.
12. REFUND ABUSE AND ACCOUNT RESTRICTION
Mealgo reserves the right, subject to reasonable verification and internal assessment, to reject repetitive or suspicious claims, suspend or block accounts, and restrict access to Services in cases of misuse, abuse, or fraudulent conduct.
13. CHARGEBACK AND RECOVERY
In the event of a chargeback initiated without valid grounds, the Company reserves the right to recover the disputed amount, suspend Services, and initiate appropriate legal proceedings.
14. LIMITATION OF LIABILITY
To the maximum extent permitted under applicable law, the total liability of the Company shall be limited to the value of the specific Order giving rise to the claim, and the Company shall not be liable for any indirect, incidental, or consequential damages.
15. FORCE MAJEURE
The Company shall not be liable for failure or delay due to events beyond reasonable control including natural events, strikes, governmental restrictions, or system failures.
16. INTELLECTUAL PROPERTY
All content available on the Platform shall remain the exclusive property of Mealgo.
17. DISPUTE RESOLUTION AND GOVERNING LAW
Any dispute shall be referred to arbitration in accordance with the Arbitration and Conciliation Act, 1996, with the seat at Delhi, and these Terms shall be governed by the laws of India including the Indian Contract Act, 1872 and Consumer Protection Act, 2019.
18. JURISDICTION
Subject to arbitration, courts at Delhi and Gurgaon shall have jurisdiction.
19. RIGHT TO REFUSE OR DISCONTINUE SERVICE
Mealgo reserves the right, at its discretion and subject to reasonable grounds, to refuse, suspend, or discontinue Services to any Customer in cases including misuse, abuse, fraudulent activity, operational infeasibility, or repeated violation of policies, without liability.
20. SERVICEABILITY AND AREA LIMITATION
All Services are subject to serviceability, delivery feasibility, and operational constraints, and Mealgo reserves the right to modify, restrict, or withdraw Services from any location without prior notice.
21. PRICING AND PLAN MODIFICATION
Mealgo reserves the right to revise pricing, subscription plans, meal structures, or service offerings at any time, and such changes shall be effective upon being updated on the Platform.
22. THIRD-PARTY DEPENDENCY DISCLAIMER
Certain aspects of the Services may depend on third-party providers including payment gateways and technology infrastructure, and Mealgo shall not be liable for any failure or delay arising from such dependencies.
23. ACCOUNT RESPONSIBILITY
The Customer shall be responsible for maintaining the confidentiality of account credentials and for all activities undertaken through their account.
SHIPPING AND DELIVERY POLICY
Delivery shall be undertaken within Gurgaon, and while the Company endeavours to adhere to estimated timelines of 30 minutes to 2 hours, such timelines are indicative and may vary, including weekend variations of up to 1 to 1.5 hours. Delivery shall be deemed completed upon successful delivery or attempted delivery at the address provided, including delivery to security personnel or any person present at the location. The following conditions shall strictly apply:
● Delivery personnel shall wait for a maximum of 10 minutes and attempt up to 4 calls, failing which the Order shall be deemed delivered.
● In buildings without lift exceeding 3 floors, the Customer shall collect from the ground floor.
● In buildings with lift exceeding 10 to 12 floors, delivery may be limited to a mutually agreed point.
● Where the distance from parking exceeds 300 to 500 metres, the Customer shall collect from an agreed point. Mealgo shall not be liable for delays arising from access limitations, infrastructure constraints, traffic, or external conditions.
CANCELLATION, REFUND AND REPLACEMENT POLICY
1. GENERAL PRINCIPLES
Meals once prepared, packed, dispatched, delivered, or consumed shall be non-refundable, and refunds shall apply only to unused meals subject to applicable deductions. Meals are intended for same-day consumption and should be stored below 7 degrees Celsius.
2. SUBSCRIPTION MANAGEMENT
Meal timings:
Breakfast: 5 AM Lunch: 9 AM Dinner: 4 PM Meal skipping or changes shall be effected only through the Platform.
3. SUBSCRIPTION CANCELLATION
Requests must be made 48 hours in advance.
Refund Structure Before Start Date: 100 percent refund
Day 1 to Day 15: 30 percent deduction
Day 16 to Day 30: 50 percent deduction
After Day 30: No refund
Where cancellation is requested after commencement of deliveries, partial refunds shall apply strictly as per the above deduction structure, and such deductions shall be deemed to include administrative and operational costs. No refund shall be provided for trial plans under any circumstances. Refunds shall be calculated on the Remaining Subscription Value only.
4. PAUSE POLICY
Subscription may be paused for up to 15 days per cycle Requests must be made 24 hours in advance Paused days shall be extended to the end of the plan No refund shall apply to paused days Total validity: Monthly: 45 days Trial: 7 days
5. REFUND PROCESSING
Refunds processed within 5 to 7 Business Days via Mealgo Credits or original mode, with credit validity up to 45 days.
6. NON-TRANSFERABILITY
Unused meals, refunds, or subscriptions shall not be transferable, assignable, or redeemable by any third party.
7. INDIVIDUAL MEAL ISSUES –
Complaints must be raised within 2 hours with photo or video proof. – – – Eligible cases include food safety issues, foreign objects, incorrect orders, and major spillage. In case of missing add-ons, refund shall be limited strictly to the value of the missing item only. No refund shall be provided for taste preferences, minor spillage, delays due to external factors, or late reporting.
8. DELIVERY FAILURE
If attributable to Mealgo, replacement or refund or credit shall be provided. If attributable to the customer, no refund shall be provided.
9. MEAL COUNT LOGIC
Customers shall track meal balance. Delivery shall stop upon exhaustion. Where available meals are fewer than scheduled meals for a day, delivery shall be prioritised in the order of breakfast, lunch, and dinner.
10. CUSTOMER SUPPORT
Support hours are 7 AM to 8 PM. Resolution time is up to 48 hours. Mealgo shall not be obligated to respond to excessive or repetitive communication beyond reasonable support limits.
11. VERIFICATION AND FINAL AUTHORITY
All claims shall be subject to reasonable verification, and decisions taken by the Company shall be final.
12. CORPORATE ORDERS
Corporate and bulk orders shall be governed by separate agreements.
13. POLICY UPDATES
Mealgo reserves the right to modify policies at any time.
PRIVACY POLICY
Mealgo collects and processes personal data including name, contact details, address, and order information for service fulfilment, and may share such data with delivery personnel and payment processors. Such data shall be retained only for as long as necessary for operational and legal purposes, and reasonable safeguards shall be implemented to protect such data. By using the Platform, the Customer consents to such collection, storage, and use. The Customer may request access, correction, or deletion of their personal data subject to applicable requirements, and basic cookies or tracking tools may be used to enhance user experience.
DISCLAIMER
By placing an Order, the Customer confirms acceptance of all policies, and any non-compliance shall result in forfeiture of rights and claims.