Terms of Service

1. Binding Electronic Contract: By accessing or using the Cravme Platform, you enter into an enforceable contract with INCOSS Technologies Private Limited.
2. Modes of Acceptance: You express your unreserved acceptance of these Terms by:

• Clicking to accept or agree to the Terms where presented in our user interface; or
• Accessing, browsing, downloading software, placing an order, or utilizing any feature of the Services.

1. Applicability Scope: These Terms apply to all existing and future users interacting with Cravme Services across India and international jurisdictions, including diners, restaurant owners, franchise operators, kitchen personnel, POS cashiers, delivery partners, and website visitors.

For the purposes of these Terms and all incorporated legal policies:

• "Agreement": Refers collectively to these Terms of Service, Privacy Policy, Refund Policy, Cookie Policy, and any written Merchant Onboarding Agreements executed with INCOSS Technologies.
• "Customer" or "Diner": Any individual or entity accessing the Services to browse digital menus, place takeaway or delivery orders, make payments, request delivery, or post ratings and reviews.
• "Restaurant Partner" or "Merchant": Restaurant owners, operators, managers, cashiers, kitchen staff, or authorized personnel operating food businesses on biz.cravme.com or using Cravme POS software.
• "Delivery Partner": Independent delivery riders, drivers, or logistics providers operating the Cravme Delivery Partner mobile application (`com.cravme.driver`) to fulfill food delivery dispatches.
• "Customer Content": Reviews, ratings, photos, comments, text, location tags, or profile data submitted to or published through the Services by users.
• "Cravme Content": Visual interfaces, software source code, databases, algorithms, designs, graphic assets, proprietary reports, and all intellectual property created by or licensed to INCOSS Technologies.
• "Platform Services": The technology suite provided by INCOSS Technologies facilitating digital menu discovery, online order placement, kitchen ticket routing (KOT), automated payment collection, delivery dispatch, and point-of-sale management.

1. Legal Age & Capacity: You represent and warrant that you are at least eighteen (18) years of age or above and possess full legal capacity to enter into binding contracts under the Indian Contract Act, 1872. If you are accessing the Services on behalf of a company, partnership, or restaurant business, you represent that you have full legal authority to bind that entity to these Terms.
2. Compliance With Applicable Laws: You agree to use the Services solely in strict compliance with these Terms, applicable Indian laws, state regulations, and local municipal bylaws, without violating the legal rights of any third party.
3. Account Restrictions: You may not access the Services if you have been previously suspended, banned, or terminated from the Cravme Platform by INCOSS Technologies.

1. Discretionary Amendments: INCOSS Technologies reserves the absolute right to amend, modify, update, or revise these Terms at any time at its sole discretion.
2. Notice of Revisions: When material changes are made, we will update the "Last Updated" date at the top of this page and may provide additional notification via in-app banners, email alerts, or merchant portal announcements.
3. User Responsibility: You are responsible for reviewing these Terms periodically. Your continued access to or use of the Services following posted amendments constitutes your explicit acceptance of the modified Terms.

1. Continuous Platform Evolution: We constantly refine our software, POS tools, and ordering interfaces to optimize performance. You acknowledge and agree that INCOSS Technologies may add, modify, suspend, or discontinue any feature, product, or service at any time without prior notice.
2. Software Updates & Automatic Pushes: Our applications may automatically download and install updates or upgrades designed to enhance security, fix bugs, or introduce new capabilities. You consent to receiving such automatic updates.
3. Platform Convenience & Service Fees: Cravme reserves the right to charge subscription fees, platform usage charges per order, packaging facilitation fees, surge delivery charges, or priority dispatch fees ("VIP / Priority Mode") from customers or merchants.
4. Promotional Programs & Promo Codes: Promo codes, referral credits, and cashback points issued by Cravme are subject to program-specific rules. INCOSS Technologies reserves the right to modify, expire, or cancel promotional credits if fraudulent, abusive, or unauthorized activity is detected.

1. User Account Responsibility

To access certain platform features, you must register an account. You agree to provide accurate, current, and complete information and maintain your profile data. You are solely responsible for safeguarding your password and account credentials, and you accept full liability for all actions performed under your account.

2. Unauthorized Access & Notification

You must immediately notify [support@cravme.com](mailto:support@cravme.com) if you discover or suspect any security breach or unauthorized access to your account credentials.

3. Claim Your Business Listing Access

If you claim, manage, or register a restaurant business listing on biz.cravme.com, you represent and warrant that:

• You are the lawful owner or duly authorized representative of the restaurant business;
• All submitted business licenses, FSSAI numbers, GSTIN certificates, bank account details, and menu catalogues are authentic and current;
• You will not impersonate any other business, register false outlets, or create unauthorized listings. Fraudulent claims cause severe economic loss, for which the offending party will be held fully liable under civil and criminal law.

1. Marketplace Intermediary Role: Cravme operates as a technology platform connecting Diners with independent Restaurant Partners and Delivery Partners. INCOSS Technologies does not prepare food, operate restaurant kitchens, or own delivery vehicles unless explicitly stated.
2. Order Initiation & Waiting Screen: When a customer submits an order, the request is transmitted in real time to the selected Restaurant Partner's POS terminal or merchant application. The customer interface displays a "Waiting for Restaurant Acceptance" screen while the restaurant verifies item availability and kitchen prep capacity.
3. Acceptance or Rejection Note:

• Rejection: If the restaurant rejects the order, the merchant specifies a rejection note (e.g. "Items Out of Stock"). The customer's order status updates immediately to "Rejected" with the note displayed, and zero charge occurs.
• Acceptance: If accepted, order processing proceeds based on the selected payment mode.

1. Payment Mode Execution & 5–10 Minute Window:

• Online Payment: The customer is granted a strict 5 to 10 minute payment window to complete payment via UPI, Credit/Debit card, or Netbanking. Upon payment confirmation, the Kitchen Order Ticket (KOT) is generated and food preparation commences. If payment is not completed within 5–10 minutes, the order request is automatically marked as "Expired / Cancelled".
• Pay on Delivery (POD): Upon restaurant acceptance of an eligible POD order, kitchen preparation and KOT generation start IMMEDIATELY (no 5–10 minute payment wait required).

1. Zero Cancellation Post-KOT & No Refunds: Once payment is completed (or POD accepted) and KOT is sent to the kitchen, NO CANCELLATIONS OR MODIFICATIONS ARE ALLOWED. If a customer insists on cancelling after kitchen prep starts, NO REFUND WILL BE ISSUED (100% cancellation fee retained for prepared food).
2. Pay-on-Delivery (POD) Restrictions & Penalty Freeze Policy:

• Late-Night Restriction: Pay on Delivery (POD) is NOT supported for late-night delivery hours (10:00 PM to 6:00 AM) for safety and cash security; late-night orders MUST be paid online.
• Penalty Freeze: Pay on Delivery (POD) is NOT supported if there is an active unpaid penalty balance on the user's account from a prior delivery refusal.
• Refusal Penalty: If a POD order is refused or cancelled after acceptance/dispatch due to user fault, the full order value is added as an outstanding unpaid penalty balance, POD is IMMEDIATELY FROZEN / BLOCKED, and future orders MUST be paid online along with penalty clearance.

Merchant partners operating on biz.cravme.com or utilizing Cravme POS software agree to:

1. FSSAI Food Safety Compliance: Display a valid Food Safety and Standards Authority of India (FSSAI) license number on your restaurant profile page and maintain strict hygiene, food quality, and storage standards mandated under the Food Safety and Standards Act, 2006.
2. GSTIN Tax Registration: Maintain valid Goods & Services Tax (GSTIN) registration where legally applicable, file monthly tax returns, and ensure tax classifications (CGST/SGST/IGST) on menu items are accurate.
3. Menu & Allergen Accuracy: Accurately specify item prices, descriptions, vegetarian (green dot) / non-vegetarian (red dot) markers, allergen disclosures, and stock availability on digital menus.
4. Kitchen Order Ticket (KOT) Preparation: Accept and prepare incoming online orders promptly. Repeated unfulfilled orders, high cancellation rates, or prolonged kitchen delays may result in automated outlet throttling or platform delisting.
5. Role-Based Access Control (RBAC): Restrict POS administrative rights, financial settlement settings, and employee roles solely to authorized staff.

1. Automated Bank Settlements: Net order proceeds—after deducting agreed platform commissions, payment gateway fees, and statutory tax deductions (TCS/TDS)—are automatically transferred to verified merchant bank accounts according to agreed settlement cycles.
2. GST Tax Invoices: INCOSS Technologies issues tax-compliant GST invoices for platform services and subscription fees billed to merchant partners.
3. 7-Year Statutory Record Retention: In accordance with Section 68 of the CGST Act 2017 and the Income Tax Act 1961, financial invoices, order logs, KOT records, and settlement files are legally retained for a minimum of seven (7) years.

Independent delivery partners operating the Cravme Delivery Partner application (`com.cravme.driver`) agree to:

1. Independent Contractor Status: Delivery partners operate as independent third-party logistics contractors and are not employees, agents, or joint-venture partners of INCOSS Technologies.
2. Licensing & Motor Vehicle Rules: Maintain a valid driving licence, vehicle registration certificate (RC), motor insurance policy, pollution under control (PUC) certificate, and required safety gear (helmets) mandated under the Motor Vehicles Act, 1988.
3. Real-Time GPS Location Tracking: Allow mandatory real-time foreground and background GPS location tracking during active delivery shifts to enable live customer order tracking, route dispatching, and distance-based earning calculations.
4. Food Safety & Conduct: Transport food orders in clean thermal bags, prevent food tampering or contamination, and maintain professional conduct with customers and restaurant staff.

Users may request account and data deletion directly in app settings, via cravme.com/delete-account, or by emailing [privacy@cravme.com](mailto:privacy@cravme.com).

1. 30-Day Scheduled Deletion Window: Once verified, account deletion requests enter a 30-day pending grace period before permanent automated purging.
2. Auto-Cancellation Upon Login: Logging into your account during the 30-day grace period automatically cancels the pending deletion request and restores normal account status.
3. Merchant 2-6 Month Audit Window: Merchant partner account deletions require a 2 to 6 month audit window to confirm all financial payouts, customer refunds, credit card chargebacks, GST filings, and merchant contracts are settled with zero pending legal disputes.
4. Anonymized Record Retention: Invoices, tax receipts, and order records in the Restaurant CMS are legally retained for 7 years. Ratings and reviews remain published with reviewer names unlinked and displayed as an anonymized reviewer (e.g., "Cravme Diner").

1. Exclusive Ownership: All software source code, databases, algorithms, visual interfaces, designs, trademarks, service marks, logos, trade names, trade dress, and platform content are the exclusive intellectual property of INCOSS Technologies Private Limited, protected under Indian and international copyright and trademark laws.
2. Limited User License: We grant you a limited, non-exclusive, non-transferable, revocable license to access and use the Services solely for personal, non-commercial food ordering or authorized restaurant business operations.
3. Prohibited IP Uses: You may not copy, modify, distribute, reproduce, frame, reverse-engineer, decompile, or extract source code from the Services without prior written authorization from INCOSS Technologies.
4. Merchant Logo & Menu License: Merchant partners grant INCOSS Technologies a non-exclusive license to display restaurant logos, menu images, and trademarks solely for listing, promoting, and fulfilling food orders on the platform.

You explicitly agree NOT to perform any of the following prohibited activities:

• Scraping & Botting: Using automated scrapers, web crawlers, spiders, or scripts to extract data, menus, or pricing without written consent.
• System Interference: Disrupting server infrastructure, circumventing rate limits, or launching denial-of-service (DoS) attacks.
• Malicious Code: Transmitting viruses, trojans, worms, or destructive code.
• Fake Reviews & Content Fraud: Publishing false, paid, defamatory, or anti-competitive ratings and dish reviews.
• Impersonation & Unauthorized Access: Impersonating another person or accessing unauthorized merchant POS accounts or employee permissions.

1. Review Authenticity: Ratings and reviews must reflect genuine dining or ordering experiences. You represent that you were not compensated or incentivized to submit false ratings.
2. License Grant to Content: By submitting photos, reviews, or feedback, you grant INCOSS Technologies a perpetual, irrevocable, worldwide, royalty-free, transferable license to use, display, reproduce, distribute, format, promote, and commercialize your content across all media channels.
3. Synthetically Generated AI Disclosure: Users must disclose whether submitted audio or media content is synthetically or algorithmically generated by AI systems.
4. Content Removal Rights: We reserve the right to remove or block any user content deemed objectionable, offensive, or infringing without prior notice.

The Services may contain integrations or links to third-party payment gateways (Juspay, Razorpay), mapping providers (Google Maps), or external websites. INCOSS Technologies does not endorse, control, or assume liability for third-party privacy practices, content, or service reliability. Your interactions with third-party providers are governed by their respective terms.

If you believe that any content hosted on the Cravme Platform infringes your copyright, trademark, or intellectual property rights, please send a written takedown notice to our Designated Grievance Officer at [privacy@cravme.com](mailto:privacy@cravme.com) containing:

• Identification of the copyrighted work or trademark claimed to be infringed;
• Exact URL or location of the infringing material on the Cravme Platform;
• Your full legal name, business address, telephone number, and email address;
• A statement that you have a good-faith belief that the use is unauthorized.

1. "AS IS" & "AS AVAILABLE": The Services are provided on an "AS IS" and "AS AVAILABLE" basis without warranties of any kind, express or implied.
2. No Guarantee of Uninterrupted Access: INCOSS Technologies does not warrant that the Services will be uninterrupted, timely, secure, error-free, or free of security vulnerabilities or network outages.
3. Food Quality Disclaimer: INCOSS Technologies does not manufacture food or inspect kitchen preparation directly. Merchant Partners are solely responsible for food quality, hygiene, allergen declarations, and packaging safety.

To the maximum extent permitted by applicable law in India:

1. Exclusion of Consequential Damages: INCOSS Technologies Private Limited, its directors, officers, employees, or partners shall NOT be liable for any indirect, incidental, special, consequential, or punitive damages, including loss of profits, revenue, data, business goodwill, or service interruptions.
2. Cumulative Liability Cap: In no event shall INCOSS Technologies' total aggregate liability for all claims arising out of or relating to these Terms or the Services exceed the lesser of:

• INR ₹5,000 (Five Thousand Indian Rupees); or
• The total subscription fees paid by you to Cravme in the three (3) months preceding the event giving rise to liability.

You agree to defend, indemnify, and hold harmless INCOSS Technologies Private Limited, its parent company, subsidiaries, directors, officers, employees, agents, and partners from and against any third-party claims, liabilities, damages, losses, expenses, statutory fines, or legal fees arising out of:

• Your violation of any provision of these Terms or legal policies;
• Non-compliance with FSSAI food safety laws, GST tax regulations, or Motor Vehicles Act rules;
• Infringement of third-party intellectual property, privacy, or proprietary rights; or
• Fraudulent, negligent, or unlawful conduct by you or your authorized staff.

1. Governing Law: These Terms shall be governed by, interpreted, and construed in accordance with the laws of the Republic of India.
2. Exclusive Jurisdiction: Any legal suit, arbitration, or judicial proceeding arising out of or in connection with these Terms or the Services shall be subject to the exclusive jurisdiction of the competent courts located in Bengaluru, Karnataka, India.
3. Information Technology Act Grievance Officer: In accordance with Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, contact details for our Grievance Officer are:

INCOSS Technologies Private Limited

Brand & Service: Cravme

Attn: Legal & Compliance Grievance Desk

Registered Address:

Indiranagar, 100 Feet Road,

Bengaluru, Karnataka 560038, India

Legal & Privacy Email: privacy@cravme.com

Customer & Merchant Support: support@cravme.com

Main Website: https://cravme.com

Merchant Portal: https://biz.cravme.com