Merchant Code of Conduct

1Food safety & quality

• Maintain valid FSSAI (or equivalent) licence and display hygiene standards in your kitchen.
• Use fresh ingredients; never serve expired, contaminated, or mislabelled food.
• Accurately disclose veg / non-veg, allergens, and spice levels in menu descriptions.
• Package food securely to prevent spillage and temperature loss.

2Menu & pricing integrity

• Keep menu items, prices, and availability accurate in real time.
• Do not list items you cannot fulfil during operating hours.
• Pricing parity: In-app prices must not be higher than your standard in-outlet menu for the same item (unless a platform-approved promotion applies).
• No bait-and-switch (showing low prices then charging more at fulfilment).

3Order fulfilment

• Accept orders only when you can prepare them within stated time.
• Mark order ready only when the order is complete and handed over or waiting at the counter.
• Do not deliberately delay orders to force customer cancellation.
• Treat delivery partners with respect; provide clear pickup instructions.

4Customer respect

• No discrimination based on caste, religion, gender, disability, or language.
• Do not use customer phone numbers for marketing or off-platform solicitation.
• Resolve complaints professionally; escalate to GatiMitra support when needed.
• Never retaliate against customers for ratings or complaints.

5Platform integrity

• Do not ask customers to place future orders outside GatiMitra to avoid commission.
• Do not create duplicate or fake outlets.
• Do not manipulate ratings (fake reviews, incentives only for 5-star ratings).
• Do not share login credentials; protect your merchant account.

6Promotions & ads

• Honour platform-funded and merchant-funded promotions you opt into.
• Ad credits and onboarding benefits are subject to eligibility rules in your plan.
• Misuse of promotional tools may result in reversal of credits.

7Cancellations & compensation

• Frequent rejections or cancellations after acceptance harm customers and may trigger wallet debits per compensation policy.
• Accept customer cancellation requests within grace periods where applicable.
• Do not mark orders ready falsely to avoid compensation — accuracy is monitored.

8Staff conduct

• Train staff on hygiene, packaging, and polite customer interaction.
• You are responsible for conduct of employees and contractors at your outlet.

9Reporting issues

Report safety incidents, fraud, or harassment via the merchant app or support@gatimitra.com. For emergencies involving customers or delivery partners, contact local authorities first, then notify GatiMitra.

10Enforcement

You may appeal enforcement actions through support@gatimitra.com within seven (7) days with evidence.

11Updates

We may update this Code. Continued use of the platform after notice constitutes acceptance where permitted by law. Latest version: /coc.

12Contact