These Terms and Conditions ("Terms") govern your access to and use of the website thapalabox.com and associated mobile applications (collectively, the "Platform") operated by Thapala Box Private Limited ("ThapalaBox," "Company," "we," "us," or "our"), a company incorporated under the Companies Act, 2013, bearing CIN: U49231TS2025PTC198633, with its registered office at 2-110, Chintha Nekkonda, Parvathagiri, Warangal – 506122, Telangana, India.
By accessing, browsing, or using the Platform, or by placing an order for any of our services — including food delivery and grocery delivery (collectively, the "Services") — you agree to be bound by these Terms, our Privacy Policy, Cookie Policy, Refund and Cancellation Policy, and Shipping and Delivery Policy (collectively, the "Agreements"). If you do not agree to these Terms, you must not use the Platform.
These Terms constitute a legally binding agreement between you and ThapalaBox under the Indian Contract Act, 1872, and the Information Technology Act, 2000.
3.1 You must be at least 18 years of age to use the Platform and Services. By using the Platform, you represent and warrant that you are at least 18 years old and have the legal capacity to enter into binding contracts under Indian law.
3.2 If you are accessing the Platform on behalf of a business entity, you represent that you have the authority to bind that entity to these Terms.
3.3 We reserve the right to refuse access to the Platform or Services to anyone at our sole discretion, without providing a reason.
4.1 To place orders, you must create an account by providing accurate, current, and complete information including your name, mobile number, and email address.
4.2 You are responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account.
4.3 You agree to notify us immediately of any unauthorized use of your account at admin@thapalabox.com.
4.4 We reserve the right to suspend or terminate your account if we reasonably believe that the information provided is inaccurate, or if your account is being used for fraudulent or unauthorized purposes.
4.5 One person may not maintain more than one active account. Duplicate accounts may be merged or terminated.
ThapalaBox acts as an intermediary platform connecting you with restaurant partners. We facilitate the ordering and delivery of food prepared by Merchant Partners. ThapalaBox does not prepare, cook, or guarantee the quality, taste, safety, or hygiene of food items. The Merchant Partner is solely responsible for food preparation and compliance with FSSAI (Food Safety and Standards Authority of India) regulations.
We facilitate the ordering and delivery of grocery and household items from our partnered grocery stores. Product availability, pricing, freshness, and quality are the responsibility of the Merchant Partner. Displayed images are representative and actual items may vary.
Our Services are available only within designated serviceable areas. We reserve the right to modify our service areas at any time without prior notice.
6.1 Orders placed through the Platform constitute an offer to purchase the Services. An order is confirmed only when you receive an order confirmation from us.
6.2 We reserve the right to reject or cancel any order at our discretion, including but not limited to cases of pricing errors, item unavailability, suspected fraud, or operational constraints.
6.3 You agree to provide accurate delivery information. Incorrect or incomplete delivery information may result in delivery failure, for which ThapalaBox shall not be responsible.
6.4 Order modifications may be permitted before the order is confirmed by the Merchant Partner or picked up by the Delivery Partner. Once an order is in transit, modifications are not possible.
7.1 All prices displayed on the Platform are in Indian Rupees (INR) and include applicable taxes (GST) unless stated otherwise. Prices may vary based on location, time, and demand.
7.2 In addition to the product/item price, you may be charged the following:
7.3 We accept payments via UPI, credit/debit cards, net banking, wallets, and Cash on Delivery (COD) where available. All online payments are processed through PCI-DSS compliant third-party payment gateways. ThapalaBox does not store your full card details.
7.4 By making a payment, you represent that you are the authorized holder of the payment instrument used.
7.5 In the event of a payment failure, if the amount is debited from your account, it will be refunded within 5-7 business days, subject to your bank's processing time.
8.1 Estimated delivery times displayed on the Platform are approximate and not guaranteed. Actual delivery times may vary due to traffic, weather, order volume, and other factors beyond our control.
8.2 You must be available at the delivery address to receive the order. If you are unreachable (no response to calls/messages within 10 minutes of the Delivery Partner's arrival), the order may be cancelled, and refunds will be subject to our Refund Policy.
8.3 For food delivery, once an order is delivered and accepted by you (or a person at the delivery address), the order is considered complete. Claims regarding quality, missing items, or incorrect orders must be reported within 2 hours of delivery.
8.4 Proof of delivery (photo, OTP, or signature) may be collected by the Delivery Partner as confirmation.
Cancellations and refunds are governed by our Refund and Cancellation Policy, which is incorporated into these Terms by reference. In summary, an order may be cancelled without charge only before the Merchant Partner accepts it; once accepted, food and grocery orders generally cannot be cancelled and are charged in full. Your cancellation and refund eligibility is shown to you before you pay. Please refer to the Refund and Cancellation Policy for full details.
10.1 You agree to use the Platform only for lawful purposes and in a manner that does not infringe the rights of, restrict, or inhibit the use of the Platform by any other person.
10.2 You shall not:
10.3 Violation of these terms may result in suspension or permanent termination of your account, cancellation of pending orders, forfeiture of credits or cashback, and potential legal action.
11.1 All content on the Platform, including but not limited to the ThapalaBox name, logo, trademarks, trade names, text, graphics, images, software, source code, UI/UX design, and data compilations, is the exclusive property of Thapala Box Private Limited and is protected under the Copyright Act, 1957, the Trade Marks Act, 1999, and other applicable intellectual property laws.
11.2 You are granted a limited, non-exclusive, non-transferable, revocable license to access and use the Platform for personal, non-commercial purposes only.
11.3 You may not reproduce, distribute, modify, create derivative works from, publicly display, or exploit any content from the Platform without our prior written consent.
11.4 Any feedback, suggestions, or ideas submitted by you to ThapalaBox become our property and may be used without any obligation to you.
12.1 You may submit reviews, ratings, photos, and comments ("User Content") on the Platform. By submitting User Content, you grant ThapalaBox a non-exclusive, royalty-free, worldwide, perpetual license to use, display, reproduce, and distribute such content.
12.2 You represent that your User Content is accurate, does not violate any third-party rights, and does not contain defamatory, obscene, or illegal material.
12.3 We reserve the right to remove any User Content that violates these Terms, without notice.
13.1 TO THE MAXIMUM EXTENT PERMITTED BY LAW, THAPALABOX SHALL NOT BE LIABLE FOR:
13.2 ThapalaBox's total aggregate liability for all claims arising from or related to these Terms or the Services shall not exceed the total amount paid by you to ThapalaBox in the 3 months preceding the claim.
13.3 ThapalaBox acts as a technology platform and intermediary. We are not a restaurant, grocery store, logistics company, or food business operator. Our liability is limited to providing the technology platform and facilitating connections between you and our partners.
You agree to indemnify, defend, and hold harmless Thapala Box Private Limited, its directors, officers, employees, and agents from and against any and all claims, damages, losses, liabilities, costs, and expenses (including legal fees) arising from:
15.1 Governing Law: These Terms shall be governed by and construed in accordance with the laws of India.
15.2 Informal Resolution: In the event of any dispute, you agree to first attempt to resolve it informally by contacting us at admin@thapalabox.com. We will make reasonable efforts to resolve your concern within 15 business days.
15.3 Consumer Complaints: In accordance with the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020, you may file a complaint with our designated Grievance Officer (details in Section 20 below) or through the National Consumer Helpline (1800-11-4000 / consumerhelpline.gov.in).
15.4 Arbitration: If the dispute cannot be resolved informally or through the consumer dispute redressal forums, it shall be referred to a sole arbitrator to be mutually appointed under the Arbitration and Conciliation Act, 1996. The seat of arbitration shall be Warangal, Telangana. The language of arbitration shall be English. The arbitral award shall be final and binding.
15.5 Jurisdiction: Subject to the arbitration clause above, the courts of Warangal, Telangana shall have exclusive jurisdiction over any disputes arising from these Terms.
ThapalaBox shall not be liable for any failure or delay in performing its obligations due to circumstances beyond its reasonable control, including but not limited to natural disasters, epidemics/pandemics, government orders, curfews, strikes, civil unrest, wars, fire, floods, network or power outages, or any other force majeure event.
17.1 We reserve the right to modify these Terms at any time. Material changes will be notified through the Platform or via email.
17.2 Your continued use of the Platform after such modifications constitutes your acceptance of the revised Terms.
17.3 If you disagree with the modified Terms, you must stop using the Platform and delete your account.
18.1 You may terminate your account at any time by contacting us at admin@thapalabox.com or through account settings.
18.2 We may suspend or terminate your account at any time, with or without cause and with or without notice, including for violation of these Terms.
18.3 Upon termination, your right to use the Platform ceases immediately. Provisions that by their nature should survive termination (including indemnification, limitation of liability, and dispute resolution) shall survive.
18.4 Any pending orders at the time of termination will be processed as per these Terms.
If any provision of these Terms is found to be invalid or unenforceable by a court of competent jurisdiction, the remaining provisions shall continue in full force and effect.
In compliance with the Consumer Protection (E-Commerce) Rules, 2020 and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, we have appointed:
The Grievance Officer shall acknowledge the complaint within 24 hours and resolve it within 15 days of receipt, or 30 days for complex matters.
Thapala Box Private Limited
2-110, Chintha Nekkonda, Parvathagiri, Warangal – 506122, Telangana