Legal

Terms and Conditions

The rules for using the Fravin platform. Fravin is a product of Maxileus Technology Private Limited. These terms, our Privacy Policy, and our Cancellation and Refund section below together form the agreement between you and Fravin.

1. Platform overview

The Fravin platform comprises this website, the Fravin customer app, and the Fravin Partner app for eateries. The platform connects customers with local eateries for pickup pre-order services. Fravin does not provide delivery services. All orders are collected directly at the eatery. Fravin acts as an intermediary, providing the listing and ordering software that connects customers and eateries. It does not prepare, package, or sell food.

2. Agreement and applicable law

By accessing, downloading, installing, or using the platform in any manner, you agree to be legally bound by these Terms and Conditions, our Privacy Policy, and our Cancellation and Refund section. Your use of the platform signifies your consent to be governed by Indian laws, including the Indian Contract Act, 1872, the Consumer Protection Act, 2019, the Food Safety and Standards Act, 2006, and the Information Technology Act, 2000. We may update these terms over time. Continued use of the platform after changes are published indicates your acceptance of the revised terms.

3. Eligibility

Use of the platform is permitted only to individuals who are legally competent to contract, which means you must be at least 18 years of age and of sound mind. If you are under 18, you may only use the platform under the guidance and with the consent of a parent or legal guardian, who must review or approve your transactions. The following are not eligible to use Fravin: undischarged insolvents, persons previously suspended or removed from the platform, and users who impersonate others or provide false information. Violations may result in account termination and action under applicable law.

4. Accounts and login

To place pickup orders or use partner features, register with accurate details: your phone number, your name, and a referral code where provided. You sign in with a one-time passcode sent to your phone. There is no password. You are responsible for maintaining the confidentiality of your passcodes, for all activity carried out through your account, and for notifying us promptly of any unauthorized access through official support channels. Sharing passcodes with others is prohibited. Signing in on a new phone signs out the earlier one. Login codes expire and resend is rate limited. Keep your device protected, log out on shared devices, and use only official app store versions.

5. The service in plain terms

Fravin lists nearby eateries, accepts pickup pre-orders for collection at the counter, and records dish ratings after completed orders. Eateries manage their own listings, hours, availability, pricing, and order acceptance in the Partner app. Browse what is open near you, confirm the order in the app, and follow the live status from Placed to Ready. Show the order screen at the counter and collect your food. Order totals, including applicable charges, are shown before you confirm.

6. Payments and prices

Orders are paid online at the time of ordering through supported digital payment methods such as UPI, debit and credit cards, net banking, and wallets, processed securely through regulated payment providers. All prices are denominated in Indian Rupees (INR) and inclusive of applicable Goods and Services Tax. Prices are set by individual eateries and may vary from in-store prices. Platform convenience fees and packaging charges, where applicable, are displayed clearly at checkout before payment. By proceeding with payment, you acknowledge these charges. Fravin does not store card numbers, CVV, or UPI PINs. Fravin is not liable for transaction failures caused by insufficient funds, incorrect payment information, expired credentials, bank or gateway errors, or force majeure events. In such cases the order stands unconfirmed until payment succeeds.

7. Order fulfilment

Fravin provides pickup fulfilment only. Collect your order from the eatery within the timeframe shown on the platform. You may be asked to present the order screen or order ID displayed in the app for verification. Preparation times shown are estimates and may vary with order complexity, eatery workload, and peak hours. When collecting, arrive at or near the Ready time, provide accurate contact information for coordination, inspect your order at the counter for accuracy and quality before leaving, and report any issue to the eatery or through in-app support promptly.

8. Cancellation and refund

Cancellation by you: orders may be cancelled free of charge while still in Placed state. Once preparation begins, cancellation is unavailable.

Cancellation by the eatery or Fravin: may occur due to stock unavailability, unexpected closure, operational constraints, or force majeure events. You will be notified through the platform.

Refunds: paid orders that are cancelled or declined receive an automatic refund to the original payment method, processed on a best-effort basis through our payment provider. Refund timelines depend on the payment provider and your bank. If a refund fails, it is recorded for manual follow-up and you may contact support. Fravin does not issue cash refunds or refunds to alternate bank accounts.

Food issues: because food is perishable, claims are accepted only where the wrong item was prepared, the food was visibly spoiled, contaminated, or damaged at collection, packaging was tampered with, or the order was significantly incomplete. Proof from the time of collection, such as a photo taken before consumption, is required. Claims are not accepted for subjective taste preferences, spice levels, or portion expectations, or where the order was already consumed without an issue found during consumption.

Disputes: if you disagree with a refund decision, contact support@fravin.in for escalation. We aim to resolve escalated disputes within 30 days.

9. Ratings and reviews

Dish ratings unlock only after a completed order, so ratings reflect people who ate the food. Ratings are final once submitted. By submitting a rating or review, you confirm it is your own lawful content. Fravin may display it on eatery pages and in analytics, and may edit, refuse, or remove content that is abusive, fake, fraudulent, unlawful, or irrelevant to the order.

10. Partner eatery obligations

Eateries listed through the Partner app agree to hold a valid FSSAI registration as required under the Food Safety and Standards Act, 2006, comply with applicable food safety and hygiene regulations, keep menu, pricing, hours, and availability accurate and current, accept and prepare orders in a timely manner, package takeaway orders to prevent spillage or contamination, and have orders ready near the communicated time. Information shared by customers, such as names and contact details for coordination, must be used only for order fulfilment and customer service, and not stored, resold, or reused for marketing without consent. Consistent delays, poor quality, or complaints may result in penalties, suspension, or delisting.

11. Acceptable use

Use the platform only for lawful, personal, non-commercial purposes. You shall not misuse one-time passcode login, referrals, coupons, ratings, or support channels; attempt to access other people's accounts or internal tools without authorization; use bots, scrapers, or automation to extract content; interfere with platform security or performance; post content that is defamatory, obscene, unlawful, discriminatory, or infringing; or repeatedly place orders and fail to collect them. Violations may result in suspension or termination, blocking of devices or IP addresses, cancellation of orders, withholding of refunds tied to fraud, and reporting to law enforcement.

12. Intellectual property

All platform content, including text, graphics, logos, images, software, and interface designs, is the property of Maxileus Technology Private Limited or its licensors and is protected under the Copyright Act, 1957, the Trademarks Act, 1999, and the Information Technology Act, 2000. Unauthorized reproduction or commercial use is prohibited. Menus, logos, and food images submitted by eateries must be original or properly licensed, and eateries grant Fravin a royalty-free, non-exclusive license to display that content on the platform. To report IP infringement, email support@fravin.in with a description of the work, the location of the material, and your contact details.

13. Liability

The platform is provided on an as-is and as-available basis, without warranties of any kind. Food quality, hygiene, availability, preparation, and fulfilment remain the responsibility of the listed eatery. Fravin provides the listing and ordering software and is not the seller of food. Fravin is not liable for taste, portion, allergen content, hygiene, delays in preparation, or incidents at eatery premises. To the maximum extent permitted under applicable law, Fravin is not liable for indirect, incidental, special, or consequential damages, and total liability for any order is limited to the amount paid for that order. Claims must be raised within 90 days of the cause of action.

14. Indemnity

You agree to indemnify and hold harmless Maxileus Technology Private Limited, its directors, officers, employees, and agents against claims, losses, liabilities, damages, costs, or expenses arising from your use of the platform, your violation of these terms, your breach of applicable law, content you submit that violates third-party rights, or fraud or misconduct committed by you. This obligation survives termination of your use.

15. Suspension and termination

You may stop using Fravin at any time by logging out or requesting permanent account deletion through the in-app flow. Clear outstanding orders before deletion. Fravin may suspend, limit, or terminate access, temporarily or permanently, for violation of these terms, fraud or illegal behavior, abuse of refunds or promotions, repeated failure to collect orders, or conduct that threatens the safety or operation of the platform and its users. On termination, access ends and account data may be deleted, except where retention is required by law. Termination does not waive prior liabilities or Fravin's right to legal action.

16. Governing law and jurisdiction

These terms are governed by the laws of India, including the Indian Contract Act, 1872, the Information Technology Act, 2000, the Consumer Protection Act, 2019, and the Food Safety and Standards Act, 2006. Disputes are subject to the exclusive jurisdiction of the competent courts at the location of the registered office of Maxileus Technology Private Limited in India.

17. Grievance redressal

For order issues, payment disputes, refunds, cancellations, or eatery concerns, contact first-level support through in-app help or support@fravin.in. We acknowledge complaints within 48 hours. Escalated complaints are resolved within 30 days from receipt. False or misleading complaints may result in account action.

18. Communications

By registering, you consent to receive transactional updates such as order confirmations, preparation status, and collection reminders, plus support responses and service notifications, by SMS, push notification, or email. Promotional messages are sent only where you opt in. Essential transactional communications cannot be opted out of while you hold an active account. Keep your contact details current. Fravin is not liable for missed collections caused by incorrect contact information.

19. General provisions

Official notices from Fravin are duly given by email to your registered contact, SMS, in-app notification, or publication on this website. You may not assign your rights under these terms without prior written consent. If any provision is held invalid, the remainder stays enforceable. Fravin is not liable for delays or failures caused by events beyond reasonable control, including natural disasters, government restrictions, internet outages, cyberattacks, or eatery closures. Failure to enforce a provision is not a waiver of the right to enforce it. These terms, with the Privacy Policy and the Cancellation and Refund section above, constitute the entire agreement between you and Fravin for use of the platform, drafted in English, which prevails over any translation.

20. Changes and contact

We may update these terms and the apps over time. Material changes will be reflected here and in the apps. Questions: support@fravin.in.