Merchant Terms of Service

1Parties

2Eligibility & onboarding

• You must be a legally registered business (or sole proprietor where permitted) with valid FSSAI / trade licences as applicable.
• The person completing onboarding must have authority to bind the Merchant.
• Information you provide (menu, pricing, bank details, GSTIN, address, photos) must be accurate and kept up to date.
• GatiMitra may approve, reject, suspend, or delist outlets at its discretion for compliance, safety, or operational reasons.

3Platform role

GatiMitra is an intermediary technology platform connecting customers with independent merchants. Except where expressly stated, GatiMitra does not prepare, package, or deliver food on your behalf unless a separate logistics arrangement applies in your city.

You remain responsible for:

• Food quality, hygiene, and FSSAI compliance
• Accurate menu, pricing, taxes, and allergen information
• Order acceptance, preparation time, and handover to delivery partners
• Packaging suitable for transit
• Compliance with applicable labour, municipal, and tax laws

4Commercial terms

• Commission, convenience fees, onboarding fees, subscription charges, and other commercial terms are as per your active partnership agreement, plan, and city-specific schedules.
• GatiMitra may revise commercial terms with notice as permitted in your agreement. Continued use after the effective date constitutes acceptance where allowed by law.
• Settlements are processed per the payout schedule in your agreement, subject to deductions (commission, taxes, chargebacks, wallet debits, penalties, and adjustments).
• You authorise GatiMitra to raise tax invoices and to deduct applicable TDS where you are required to withhold under Indian tax law.

5Orders & fulfilment

• You must honour accepted orders within the preparation time you set or confirm.
• Rejecting or cancelling orders after acceptance may attract customer compensation debited from your merchant wallet as per platform policy.
• You must mark orders ready only when they are genuinely ready for pickup.
• Off-platform diversion (asking customers to order directly to avoid fees) is prohibited and may lead to suspension.

6Merchant wallet & payments

• Credits (order settlements, adjustments) and debits (commissions, cancellations, ads, subscriptions) are reflected in your merchant wallet and ledger.
• Negative balances may be recovered from future settlements.
• Refund policy for onboarding and subscription fees is available at /refund-policy.

7Content & intellectual property

• You grant GatiMitra a non-exclusive licence to use your brand name, logo, menu images, and descriptions for listing, marketing, and platform operations.
• You warrant that content you upload does not infringe third-party rights.
• GatiMitra's software, trademarks, and platform design remain GatiMitra property.

8Data & privacy

• Processing of personal data is described in our Privacy Policy.
• You must use customer contact details only for fulfilling the specific order and not for unsolicited marketing.

9Suspension & termination

GatiMitra may suspend or terminate access for:

• Repeated order rejections, cancellations, or poor ratings
• Food-safety or hygiene complaints substantiated on review
• Fraud, misrepresentation, or pricing parity violations
• Breach of the Code of Conduct
• Non-payment of fees or prolonged negative wallet balance
• Direction from law-enforcement or regulatory authorities

You may request delisting subject to clearing outstanding dues and completing active order obligations.

10Limitation of liability

To the maximum extent permitted by law, GatiMitra is not liable for indirect, incidental, or consequential damages arising from platform use. Aggregate liability for direct damages is limited to the fees paid by you to GatiMitra in the three (3) months preceding the claim, except where liability cannot be limited under applicable law.

11Indemnity

You agree to indemnify GatiMitra against claims arising from your food, operations, misrepresentation, regulatory non-compliance, or breach of these Terms.

12Governing law & disputes

These Terms are governed by the laws of India. Courts at Nawada, Bihar shall have exclusive jurisdiction, subject to your right to approach consumer forums or grievance mechanisms where applicable.

13Changes

We may update these Terms. Material changes will be communicated via the partner portal, merchant app, or email. The latest version is always available at /terms.

14Contact