Terms & Conditions

1. Definitions

• “Customer” means a person who places orders or books rides through the Wilzo app.
• “Business” means a shop or kitchen that sells through the Platform using the Wilzo Business app. wilzo’s own store is also listed on the Platform.
• “Partner” means a delivery partner or auto driver who works through the Wilzo Partner app.
• “Order” means an order for goods or food placed through the Platform, and “Ride” means an auto ride booked through it.
• “User”, “you” means anyone who accesses or uses the Platform, in any capacity.

2. What the Platform Does, and Who Sells What

The Platform serves Hunsur, Karnataka. Who you are dealing with depends on what you order:

Kitchens are responsible for the food they prepare, including its quality, hygiene, ingredients and compliance with food-safety law and their FSSAI licence or registration. We will give you a kitchen’s name, address and FSSAI licence or registration number on request. Drivers are responsible for the ride. We verify drivers before their first ride, including their driving licence, the vehicle’s registration, insurance and permit.

Services shown in the app as “coming soon” are not available until they open, and may come with their own terms.

wilzo is an e-commerce entity under the Consumer Protection (E-Commerce) Rules, 2020: for goods it sells from its own store it is the seller, and for food and rides it provides the marketplace. Nothing in these Terms limits your rights under the Consumer Protection Act, 2019 or those Rules.

3. Eligibility

You must be at least 18 years old and able to enter into a binding contract under the Indian Contract Act, 1872 to use the Platform. Businesses and Partners must also hold the registrations, licences and permits their work requires by law.

4. Accounts and Sign-In

• Accounts are created and secured with your mobile number and a one-time password (OTP). Keep your phone and your OTPs to yourself; you are responsible for activity on your account.
• Give accurate, current and complete information and keep it up to date.
• Tell us at once if you think someone else is using your account.
• We may suspend or close accounts that break these Terms or the law.

Electronic communications

By using the Platform you agree to receive messages from us electronically, including order, ride and account messages by SMS, push notification, email or in the app. Service messages are part of using the Platform. You can opt out of promotional messages at any time without affecting service messages.

5. Prices, Orders and Payment

• Prices shown on the Platform include applicable GST unless stated otherwise. We never charge more than the maximum retail price (MRP) printed on a packaged product.
• Delivery fee. Where a delivery fee applies, it is shown as a separate line before you place the order, together with any offer that reduces or waives it, so the total you pay is one figure with every charge shown.
• Placing an order. When you place an order you make an offer to buy. A contract is formed when the order is confirmed in the app: with wilzo for goods from wilzo’s store, and with the kitchen for food.
• Paying for orders. Orders are paid at the door when they are delivered: in cash to the delivery partner, or, where the app offers it, by UPI into wilzo’s own bank account as shown in the app. Never pay for an order into a delivery partner’s personal UPI ID, wallet or QR code: that is not a payment to wilzo.
• Paying for rides. The ride fare is paid directly to the driver at the end of the ride, as the app shows.
• No online payment at checkout is offered today. If we introduce it, we will update these Terms first, payments will be handled by a third-party payment gateway, and we will not store your full card or bank details.
• We, or the kitchen, may decline or cancel an order in cases of suspected fraud, a pricing or listing error, items being unavailable, the kitchen or store being closed, an address we cannot serve, or a breach of these Terms. You are never charged for an order that is not delivered.
• Tax invoices. A tax invoice or bill is issued for your order as GST law requires. You can ask for it through Support in the app or at support@wilzo.in.

6. Cancellations, Returns, Refunds and Delivery

Cancellation, return and refund of orders are governed by our Refund & Cancellation Policy, and delivery areas, times and charges by our Shipping & Delivery Policy. Both form part of these Terms.

7. Goods and Food

For goods sold by wilzo from its own store, wilzo undertakes that:

• descriptions, images and prices in its catalogue are accurate and correspond to the goods;
• goods are genuine, lawfully sourced and, where they carry one, within their best-before or expiry date when delivered; and
• it will replace or refund goods that arrive damaged, defective, wrong or short, as the Refund & Cancellation Policy explains.

For food, the kitchen is responsible for the food it prepares and sells, and wilzo handles your complaint with the kitchen on your behalf. If you have a food allergy, check with the kitchen through Support before ordering; menu descriptions are supplied by the kitchen.

8. Auto Rides

• Fares. The fare shown when you book is an estimate based on the distance of the trip. The final fare may differ with the actual route, and the driver tells you the final fare at the end of the ride.
• Start code. The app gives you a code to share with the driver when you get in. Share it only with the driver of the auto the app sent.
• Cancelling. You can cancel a ride in the app before it starts. There is no cancellation charge today; if one is ever introduced, it will be shown before you book.
• Drivers are independent operators, not employees of wilzo. They agree to separate terms with wilzo and must keep their licence, vehicle registration, insurance and permit valid.
• Safety. Report any safety concern to Support at once. In an emergency, call 112.

9. Businesses and Partners

Businesses and Partners also sign separate written terms with wilzo when they join, which cover commission, payouts, cash handling and verification. If those terms conflict with these Terms on a matter between wilzo and a Business or Partner, those terms prevail.

Delivery partners collect payment for orders only in cash or by directing the customer to pay by UPI into wilzo’s own bank account as shown in the app. They must never ask a customer to pay into a personal UPI ID, wallet or QR code.

10. Your Conduct

You agree not to:

• use the Platform for anything unlawful, fraudulent or harmful;
• post or send content that is unlawful, infringing, misleading, defamatory, abusive or objectionable;
• harass, threaten or abuse a rider, driver, kitchen, store worker, customer or our staff;
• interfere with the Platform or try to gain unauthorised access to it or its systems;
• scrape or access the Platform by automated means without our permission; or
• impersonate anyone or misrepresent your connection with anyone.

We may remove content, suspend or close accounts that break these rules, and cooperate with the authorities where the law requires.

11. Intellectual Property

The Platform, including its software, design, logos, trademarks and content (other than content supplied by Businesses or manufacturers), belongs to or is licensed to wilzo and is protected by law. You may not copy, modify, distribute or create derivative works from it without our written consent. “wilzo” and the wilzo marks belong to wilzo.

Reviews and feedback

If you post a rating or review, you give us a non-exclusive, royalty-free right to show it on the Platform. Suggestions and feedback you send us may be used without any obligation to you.

12. Third-Party Services

The Platform relies on third-party services such as maps, SMS and notifications. Your use of those services may be subject to their own terms. We are not responsible for third-party services beyond our reasonable control.

13. Disclaimers

The Platform is provided “as is” and “as available”. To the extent the law allows, we disclaim warranties about the Platform itself, including that it will be uninterrupted or error-free. This does not apply to the goods we sell, which are covered by Section 7 and our Refund & Cancellation Policy, and nothing here limits your statutory rights as a consumer.

14. Limitation of Liability

To the extent the law allows, wilzo is not liable for indirect, incidental, special or consequential loss, or for loss of profit, data or goodwill, arising from your use of the Platform. wilzo’s total liability for any claim about an order or ride is limited to the amount paid for that order or ride. Nothing in these Terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot be limited by law.

15. Indemnity

You agree to indemnify wilzo against claims, losses, liabilities and expenses (including reasonable legal fees) arising from your breach of these Terms, your misuse of the Platform, or your violation of any law or the rights of anyone else.

16. Suspension and Termination

We may suspend or end your access to the Platform if you break these Terms, if the law requires it, or to protect the Platform or its users. You may stop using the Platform and delete your account at any time, as our Privacy Policy explains. Terms that by their nature should survive termination will survive.

17. Grievance Redressal

For any complaint about the Platform, an order, a ride or content on the Platform, start with Support in the app. If you are not satisfied, contact our Grievance Officer, Prashanth M, whose details are at the end of these Terms and on our Grievance Redressal page. Under the Consumer Protection (E-Commerce) Rules, 2020, we acknowledge complaints within 48 hours and work to resolve them within 30 days.

18. Force Majeure

wilzo is not liable for failure or delay caused by events beyond its reasonable control, including natural disasters, floods, fire, epidemics, strikes, civil unrest, government orders, power cuts, or failures of telecommunication or internet services.

19. Dispute Resolution

If you have a dispute with us, please raise it first through Support or with our Grievance Officer so we can try to resolve it quickly. If it cannot be resolved that way, Section 20 applies. Nothing in these Terms affects your right to approach a consumer commission under the Consumer Protection Act, 2019.

20. Governing Law and Jurisdiction

These Terms are governed by the laws of India. Subject to Section 19 and to any right you have under consumer protection law, the courts having jurisdiction over Hunsur, Mysuru District, Karnataka have exclusive jurisdiction over disputes arising from these Terms or the Platform.

21. Miscellaneous

• Severability: if a provision is held invalid, the rest of these Terms continue in force.
• Waiver: not enforcing a right is not a waiver of it.
• Assignment: you may not transfer your rights under these Terms. We may transfer ours to a successor of the business.
• Entire agreement: these Terms, the Privacy Policy and the other policies referred to here are the entire agreement between you and wilzo about the Platform.
• Notices: we may send notices through the Platform, by SMS or by email. Send notices to us at the contact details below.

22. Changes to These Terms

We may change these Terms from time to time. We will post the revised Terms on this page and change the “Last updated” date. Continuing to use the Platform after a change takes effect means you accept the revised Terms.

23. Contact Us

If you have a question about these Terms, contact us: