Terms of service
Welcome to Spen Cart!
These Terms and Conditions ("Terms") govern your access to and use of the Spen Cart mobile application ("App"), website, and associated delivery services (collectively, the "Service") provided by Spen Cart ("us", "we", or "our").
By registering an account, downloading the App, or placing an order, you agree to be bound by these Terms. If you do not agree to all of these Terms, you must not access or use the Service.
---
### 1. Registration and Account Security
* **Eligibility:** You must be at least 18 years old to register an account and purchase items on Spen Cart.
* **Accuracy:** You agree to provide accurate, current, and complete information during registration.
* **OTP Verification:** Access is verified via a secure One-Time Password (OTP) sent to your mobile number. You are solely responsible for all activities conducted under your verified account.
* **Account Terminations:** We reserve the right to suspend or terminate accounts that provide false information or violate these Terms.
---
### 2. Service Scope and Ordering
* **Hyper-local Coverage:** Spen Cart operates in specific geographic boundaries. Delivery availability is subject to physical distance from partner stores and weather/traffic conditions.
* **Dynamic Pricing:** Prices listed in the App represent current retail values. In addition to product costs, your total bill will reflect applicable:
* Platform fees
* Packing charges
* Surge charges (during high-demand periods or adverse weather)
* Delivery charges (calculated based on distance)
* **Real-time Stock Constraints:** All orders are subject to stock availability at the merchant's store. If an item runs out of stock before packing, we reserve the right to remove it from your order and refund the equivalent amount.
---
### 3. Payments, Cancellations, and Refunds
* **Accepted Methods:** We support Cash on Delivery (COD) and Online Payments (UPI, debit/credit cards, and netbanking processed via Razorpay).
* **COD Limitation:** Orders exceeding our set maximum COD limit must be pre-paid online.
* **Payment Failures:** If an online transaction fails during Razorpay checkout, the pending order is automatically cancelled, and any reserved items in your cart are released.
* **Cancellation Policies:** Once a store starts packing your order or a rider is assigned to the delivery, cancellations cannot be processed, and no refunds will be issued for paid orders.
---
### 4. Return and Refund Rules
* **Return Windows:** Return requests must be initiated through the App within the designated window:
* Groceries, perishables, and dairy: Same-day / within 3 hours of delivery.
* Non-perishable packaged goods: Within 48 hours of delivery.
* **Conditions:** Returns are only accepted if the items are damaged, expired, incorrect, or missing from the package.
* **Refund Credits:** Approved refunds will be processed within 5-7 business days back to the original source payment method or credited to your Spen Cart wallet.
---
### 5. Authorized App Permissions
To provide standard delivery services, the Spen Cart App requires access to the following system utilities on your mobile device:
* **Location Services:** To locate nearby stores and route delivery riders to your doorstep.
* **Microphone Access:** To enable voice search search queries (speech-to-text conversion).
* **Storage/Gallery:** To capture and upload profile avatars.
* **Notifications:** To receive real-time alerts regarding order updates and tracking status.
---
### 6. Code of Conduct
You agree not to:
* Use the App to purchase restricted, illegal, or prohibited goods.
* Provide fraudulent delivery addresses or dummy phone numbers.
* Harass, threaten, or abuse delivery riders or support personnel.
* Attempt to bypass API securities, reverse engineer app code, or inject malicious payloads into our network channels.
---
### 7. Intellectual Property
All app layouts, code structures, graphics, brand names, and logos (including "Spen Cart") are the exclusive intellectual property of Spen Cart. No copy, reproduction, or unauthorized use is permitted without prior written consent.
---
### 8. Limitation of Liability
Spen Cart operates as a logistics facilitator connecting customers with independent merchant stores. We do not manufacture the goods and are not liable for:
* The taste, quality, freshness, or health issues arising from food and grocery products prepared or sold by partner stores.
* Delivery delays caused by traffic, rains, protests, or third-party rider constraints.
* Temporary network latency or app drops caused by external servers or cloud providers.
---
### 9. Jurisdiction and Dispute Resolution
These Terms shall be governed by and interpreted under the laws of India. Any legal actions, disputes, or claims arising out of the use of our services shall be subject to the exclusive jurisdiction of the courts of Surat, Gujarat, India.
---
### 10. Contact Information
If you have any questions or require clarifications regarding these Terms, please reach out to us:
* **Email:** support@spencart.com
* **Support Line:** Accessible directly via the Help & Support menu in the App.