Terms of Service

1. What audoor is

audoor is a technology platform that connects people with the stores, restaurants and cafes in their neighbourhood and with independent agents nearby, through three apps: audoor for customers, audoor Partner for stores, restaurants and cafes (our partners) and audoor Agent for the agents who deliver. It offers two services:

• Buy for me: you order products or dishes a partner near you lists on audoor; an agent collects them from the store and brings them to you, and you pay when you order or on delivery.
• Pick for me: an agent collects a small item from one address and drops it at another in the same city.

Partners sell their own products and food: when you buy something on audoor, the store, restaurant or cafe is the seller and is responsible for the product, including its quality, quantity, labelling and expiry date. We show each store's name and address in the app. Agents are independent, not our employees. Nothing is paid at the store: we collect what you pay, through the agent, on the store's behalf for the items and on our own behalf for the fees, and settle with the store weekly.

We act as an intermediary under the Information Technology Act, 2000, and as a marketplace e-commerce entity under the Consumer Protection (E-Commerce) Rules, 2020.

2. Your account

• You need an account to use audoor. You log in with your Indian mobile number.
• You must be at least 18 years old. Agents must be between 18 and 65.
• Give accurate information and keep it up to date. Each person, and each store, may have one account.
• Keep your phone and your account secure: you're responsible for what happens in your account. If you think someone else has used it, tell us straight away.
• You can delete your account at any time in the app, under Profile.

3. Ordering and paying

Prices and fees

Stores set the prices of their products. Before you place an order, the app shows you the items, their prices, every fee and the total. Fees can include a delivery fee, a platform fee, a small-order fee below a minimum order, a charge for longer distances, and surcharges late at night, for heavy or bulky items and at busy times; each shows as its own line before you confirm. Pick for me shows a fixed price before you book.

Your bill has the prices as they were when you placed your order, and we never raise it afterwards, however you pay: not when the store weighs an item as it packs it (for example, fruit and vegetables), and not when an item is out of stock and you accept a replacement. If you pay on delivery, you only pay for what you receive.

Paying

You pay either when you place your order, online through the app, or when it arrives, by UPI or in cash to the agent bringing it, who collects the payment on our behalf. Only pay through the payment screen the app shows you, or in cash to that agent.

Tips are optional, and go to your agent in full.

When an item is out of stock

Stores try to keep their stock up to date, but an item can run out. The store or your agent may then suggest a replacement, or we may get it from another store nearby. You can always say no, and you aren't charged for anything you don't receive.

Cancelling

You can cancel a Buy for me order for free until the store accepts it, and a Pick for me booking until an agent sets off. After that, ask for help from the order in the app. Once your order has been packed or your item collected, we may charge the delivery fee for the trip already made; we tell you before you confirm.

A store or an agent may decline or cancel an order, for example when an item is out of stock or an address can't be reached, and we cancel an order ourselves when no store or agent takes it in time. You aren't charged when that happens.

When something is wrong with your order

Check your order when it arrives. If anything is missing, wrong, damaged or past its expiry date, tell us through the order's help chat within 24 hours, with a photo if you can. We look into it with the store and refund you for anything not delivered or not as described, to your UPI account or as audoor credit if you prefer.

4. Pick for me

Send small items a two-wheeler can carry safely, packed so they won't break or spill. Hand the item only to the agent the app shows you, by name and vehicle. Your agent may look at the outside of a package and may refuse anything that looks unsafe or not allowed.

Don't send:

• anything illegal to own or carry, or that needs a licence to transport;
• weapons, ammunition, explosives, or flammable, toxic or otherwise hazardous items;
• drugs or narcotics, or prescription medicines without the prescription the law requires;
• alcohol or tobacco where the law limits delivering them;
• live animals;
• cash, gold, jewellery or other valuables, or anything worth more than [maximum value].

You're responsible for what you send and for describing it truthfully. If an item is lost or damaged while your agent has it, tell us within 24 hours; what we cover is set out in section 11.

5. For partners

Joining and verification

You must own the store, or be allowed to run it and to accept these terms on its behalf. Before your store is listed, we check its details and documents: the owner's identity proof and PAN card, the store's location and photos, its bank account and, for partners selling or serving food, a valid FSSAI licence or registration. We may ask for more, decline a store, or delist one that no longer meets these terms. Keep your documents valid and up to date in the app.

Your listings

• List only products you have in stock and are allowed to sell, and keep prices, stock and opening hours up to date.
• Never charge more than the MRP printed on a product, or more than the price in the app.
• You're responsible for your products and for the laws that apply to them and to your business, including food safety, the Legal Metrology (Packaged Commodities) Rules (for example MRP, net quantity and expiry dates), GST and any licence your business needs.

Orders

Accept or decline new orders promptly, pack them accurately, check expiry dates, and hand them only to the agent the app assigns, who shows you the order's code. Nothing is paid at the counter. You can pause new orders at any time with the Open switch.

Fees and payouts

For each delivered order, audoor charges your store's commission, which the store app shows: a share of the items' value that audoor sets for your store, at most 10% and never more than ₹100 an order (the standard rate is 5% of the items' value). Launch offer: a store pays no commission on orders placed before 1 March 2027, until its delivered orders' items come to ₹50,000, whichever comes first. When your rate changes, the new rate applies only to orders placed after the change. We pay you every Monday for the previous week's orders you handed over: the items' value, less our commission on the delivered ones and any tax the law requires us to deduct or collect (such as TDS under section 194-O of the Income-tax Act, or TCS under GST), into the bank account in your profile. An order lost after the agent collected it is still paid for; an order returned to you isn't, as its items are back on your shelves. To protect you from fraud, payouts to a bank account that has just changed may be held while we check it.

Your content

You let us show your store's name, photos, description, opening hours and products in the app and on our website, and use them to promote audoor. Only upload photos you have the right to use.

6. For agents

An independent agent

You use audoor as an independent contractor, not as our employee. You decide when to go online, and you can accept or decline any lead. You're free to work with others too.

Joining and verification

We check your photo, identity proof, PAN card and bank account and, if you ride a motor vehicle, your driving licence and the vehicle's registration certificate (RC). You stay off duty until we approve your profile. Keep your documents valid: you can't go online with an expired licence, and a motor vehicle must have the insurance the Motor Vehicles Act requires.

On the road

Follow traffic laws, wear a helmet on a two-wheeler, carry your licence and vehicle papers, and never ride under the influence of alcohol or drugs. Your safety comes first: you never have to take a lead or finish a trip that would put you at risk.

Orders and money

• Follow the steps in the app. Collect a store's order with the code the app gives you; nothing is paid at the counter.
• Collect the customer's payment by UPI or cash as the app shows, and settle cash you collect as the app tells you to.
• We may take amounts you owe us, such as cash you collected and haven't settled, out of your earnings.
• Use customers' names, phone numbers and addresses only to complete their delivery, and don't keep or share them.

Earnings

You earn the amount the app shows for a trip when you accept its lead — a base, an amount for the distance and any bonus for late nights, heavy items or busy times — plus any tip, which you keep in full. Earnings collect in your wallet and are paid into your bank account weekly or monthly, as you choose, less any tax the law requires us to deduct. Payouts to a bank account that has just changed may be held while we check it. Where the law requires it (for example the Code on Social Security, 2020), we share your details with government schemes for platform workers.

Stepping away or being removed

You can stop at any time and delete your account in the app. If we lose touch with you while you have an order and it isn't delivered, we close the order and pause your account until we've looked into it. We may also take you off duty, or remove your account, for safety problems, fraud, repeated serious complaints or documents that aren't valid; we tell you why, and you can ask us to review the decision.

7. Using audoor fairly

Whoever you are on audoor, don't:

• break the law, or use audoor to send or buy anything the law doesn't allow;
• give false information, or pretend to be someone else;
• harass, threaten or discriminate against customers, stores, agents or our team;
• misuse payments, refunds, offers or ratings;
• copy, scrape or reverse-engineer the app, overload or attack our systems, or get around their security.

8. Our content and yours

The audoor app, website, name and logo belong to us. We give you a personal, non-transferable right to use the app for what it's for.

What you add, like photos, ratings and messages, stays yours; you let us use it to run audoor (and, for stores, to show and promote your listings). Documents you upload for verification are only used to check your account and as the law requires; our Privacy Policy explains how.

9. Our service

We work to keep audoor running, but it may sometimes be unavailable, or not offered in your area, and we may change or stop features. Product details come from the stores, which are responsible for them. Beyond what the law requires, audoor gives no promise about the products and food partners sell, and nothing in these terms affects your rights under the Consumer Protection Act, 2019.

10. Suspending and closing accounts

You can delete your account at any time in the app. We keep the records the law requires us to keep (see our Privacy Policy).

We may suspend or close an account that breaks these terms, puts others at risk, is used for fraud, or that the law requires us to act on. Unless the law or someone's safety prevents it, we tell you why, and you can ask us to review the decision.

11. Our responsibility to you

Nothing in these terms limits a responsibility the law doesn't allow us to limit. Otherwise, we aren't responsible for indirect losses, such as lost profit or business, and our total responsibility for a claim about an order is limited to the amount paid for that order, including fees. Stores and agents are responsible for their own actions.

If you're a store or an agent, you agree to make good any loss we suffer because you broke these terms or the law.

12. Changes to these terms

We may update these terms as audoor grows or the law changes. We post every update here and tell you in the app before a significant change takes effect. If you keep using audoor after that, the new terms apply.

13. Law and disputes

These terms are governed by the laws of India. If something goes wrong, please contact us first: most problems are solved quickly that way. Otherwise, the courts at [city] hear any dispute, and customers can also go to a consumer commission under the Consumer Protection Act, 2019.

14. Grievance Officer and contact

For a complaint about audoor, an order, a store, an agent or content on audoor, write to our Grievance Officer, [Grievance Officer's name], at [grievance email]. We acknowledge every complaint within 24 hours and resolve it within 15 days.

audoor is run by [Company's registered name], [registered address]. For anything else, email info@audoor.in or chat with us from the app.