Welcome to Zappwala. These Terms & Conditions govern your access to and use of the Zappwala website, app, ordering platform, and delivery services. By creating an account, placing an order, booking a service, or otherwise using Zappwala, you agree to these Terms. If you do not agree, please do not use the platform.
Last Updated: 27 August 2026 · Effective Date: 27 August 2026
Table of Contents
About Zappwala
Zappwala is a hyperlocal technology platform that helps you order and book food, grocery, medicine, parcel, transport, and local services in your area. Depending on the specific product or service, Zappwala may act as a technology platform, an ordering/booking intermediary, a marketplace facilitator, a delivery facilitator, or another lawful role — the applicable role can vary by service, merchant, and location.
Key Terms Used in This Document
| You / User | Anyone accessing or using Zappwala. |
| Platform | The Zappwala website, app, and related technology. |
| Merchant | A restaurant, shop, grocery store, pharmacy, or retailer listed on the platform. |
| Service Provider | An independent business or professional providing a booked service (e.g. salon, transport, laundry). |
| Delivery Partner | The individual or entity performing delivery/logistics. |
| Order | A request to buy a product or book a service. |
| COD | Cash on Delivery. |
| Wallet | Any account-credit or balance feature made available to you, subject to applicable law. |
| Cashback / Rewards | Promotional benefits or loyalty credit under a specific campaign or programme. |
| Official Payment Channel | A payment method officially shown on the platform or confirmed via an official Zappwala channel. |
Using Zappwala
Eligibility & Account
You should generally be 18 or older to independently create and operate an account. Where a minor uses the platform, a parent or lawful guardian must be involved, where legally required. Zappwala may ask for identity or address verification where reasonably necessary.
Accurate Information
You agree to give accurate name, contact, delivery, billing, payment, and (where relevant) prescription information, and to keep it updated. Accounts with materially false information may be suspended.
Prohibited Conduct
- Fraudulent, fake, or intentionally false Orders
- Fake payment screenshots or manipulated transaction references
- Misusing promotions, Cashback, Rewards, or Wallet features
- Unauthorized access, hacking, scraping, or interfering with the platform
- Threatening, abusing, or endangering a Delivery Partner or Service Provider
Zappwala may cancel affected Orders and restrict accounts involved in the above, and — where permitted by law — recover losses caused by fraudulent activity.
Pricing & Product Availability
Because Zappwala is hyperlocal, prices, delivery charges, and availability can differ by location and change with local market conditions, procurement cost, demand, and merchant arrangements. Unless a specific promotion says otherwise, Zappwala does not guarantee the lowest price in the market — please check the final order amount before confirming.
On grocery & low-margin items: Some daily-use products carry little or no margin to share with Zappwala. Where reasonably needed to source and fulfil your order, a reasonable procurement or service markup may apply. The final price is always shown before you confirm.
A product shown as available may become unavailable before delivery due to local stock changes, supplier shortages, or technical errors. If that happens, the affected item may be cancelled, substituted where appropriate, or refunded.
Orders & Payments
First-Order Advance Payment
For fraud prevention, COD may not be available on your first order — even if COD appears as an option, Zappwala may require advance payment before the order is confirmed. This protects merchants, pharmacies, and delivery partners from losses caused by fake orders.
COD Is Conditional, Not Guaranteed
COD availability can depend on your order history, past failed deliveries or COD refusals, order value, location, product category, or fraud-risk indicators. Zappwala may require advance payment whenever reasonably necessary.
Only Use Official Payment Channels
Pay only through methods officially shown on the platform or confirmed via an official Zappwala channel. Never pay an unknown individual, an unofficial UPI ID, a personal bank account, or an unofficial QR code/link.
Zappwala will never ask for your UPI PIN, ATM PIN, card PIN, net-banking password, or an OTP unrelated to your own transaction. Keep these confidential.
Wallet, Cashback & Rewards
Wallet balance may include different categories — your own paid balance, refund credit, Cashback, and Rewards — each with its own conditions. Cashback and Rewards are promotional, not guaranteed on every order, and may be reversed if the qualifying order is cancelled, refunded, or found to involve fraud or a technical error. Promotional credit generally is not withdrawable as cash unless a specific programme says so. Add funds to your Wallet only through the officially supported method — never to a personal or individual number.
Food, Grocery & General Shopping
Food Orders
Zappwala facilitates ordering, payment, support, and delivery for participating food businesses. Food preparation and the related food-safety responsibilities remain with that food business. Report wrong, missing, or damaged food promptly — photos/videos help us investigate faster.
Grocery
Grocery products are sourced from local merchants — brand, packaging, and exact quantity (for weight-based items) may vary within reasonable limits based on actual local stock.
General Shopping
Availability, pricing, warranty, and return conditions for general products can vary by seller and category.
Medicine Ordering
Where available, Zappwala helps you order medicine through participating, independently licensed pharmacies. Zappwala's own role is limited to technology facilitation, order communication, pickup coordination, and last-mile delivery of a sealed package — Zappwala does not sell, dispense, substitute, open, or repackage medicine, and does not provide medical diagnosis or advice.
Local Services, Parcels & Transport
Local Services (Laundry, Salon, Repairs, etc.)
Unless stated otherwise, these services are performed by independent Service Providers, not Zappwala directly.
Parcel Delivery
You must not use parcel services for illegal, dangerous, hazardous, or prohibited goods. Zappwala may decline a parcel if its contents can't reasonably be verified.
Transport / Ride Bookings
Where available, actual transportation is provided by an independent driver or transport operator, not by Zappwala. You must follow applicable transport laws and any service-specific conditions shown at booking.
Delivery
Delivery times shown are generally estimates and can be affected by traffic, weather, preparation time, demand, or partner availability. Doorstep delivery means delivery to the main accessible entrance — delivery partners aren't required to enter private residences or specific rooms. You're responsible for giving an accurate address and reachable phone number; delays caused by wrong details aren't Zappwala's responsibility. Treat delivery partners with respect — threats, abuse, or harassment can be reported to support and may result in account restriction.
Reviews, Content & Third-Party Merchants
Reviews must be genuine — no false claims, threats, harassment, or manipulation of ratings. By posting content on Zappwala, you give Zappwala permission to use it to operate, improve, and promote the platform, and you confirm you have the rights to post it. Where a Merchant or Service Provider is an independent third party, they remain responsible for matters that legally belong to their business (like product quality or their own regulatory compliance); Zappwala facilitates ordering, payment, delivery, and support.
Account Action, Privacy & IP
Zappwala may restrict or suspend an account for fraud, payment abuse, repeated misuse, or violation of these Terms — with notice where practicable, except where immediate action is necessary. Information you provide is handled under Zappwala's separate Privacy Policy and applicable Indian data-protection law. Zappwala's name, logo, software, and content are protected intellectual property and may not be copied or commercially reused without permission.
Availability, Force Majeure & Liability
Zappwala doesn't guarantee uninterrupted availability, permanent pricing, or that every merchant/service will always be available — the platform can be affected by maintenance, technical failures, or events beyond reasonable control (natural disasters, strikes, major payment-system outages, etc.). To the extent permitted by law, Zappwala isn't responsible for losses caused solely by information you provided incorrectly, your own compromised account credentials, or third-party failures outside Zappwala's reasonable control. Nothing here removes any right that cannot legally be excluded.
Your Consumer Rights
Grievance Redressal
If you have an unresolved complaint, please contact our Grievance Officer:
Governing Law & Jurisdiction
These Terms are governed by the laws of India. Subject to mandatory consumer-protection provisions and statutory remedies, disputes are subject to the jurisdiction of the competent courts in Assam, India. This does not stop you from using a mandatory statutory right to approach a consumer forum or authority where the law allows it.
Changes, Severability & Service-Specific Terms
Zappwala may update these Terms from time to time due to legal, regulatory, or business changes — the "Last Updated" date at the top always reflects the current version. If any clause is found invalid, the rest of these Terms continue to apply. Certain services (Wallet, Cashback, Refunds, specific policies) may have their own published terms, which apply over these general Terms for that specific transaction where legally permitted.
Quick Notice — Things Worth Remembering
- First order: COD may not be available; advance payment may be required.
- Pricing: Varies by locality and market conditions; some low-margin grocery items may carry a fair markup.
- Payments: Use only official Zappwala payment channels — never a personal account or unofficial link.
- Security: Never share your UPI PIN, ATM PIN, or banking password with anyone, including anyone claiming to be from Zappwala.
- Medicines: Ordered through independent, licensed pharmacies; a valid prescription is required where the law requires one.
- Transport: Provided by independent drivers/operators, not Zappwala directly.
- Delivery: Doorstep means the main accessible entrance.
- Your rights: Nothing in these Terms takes away your legal consumer rights.
By using Zappwala, you confirm that you've read, understood, and agreed to these Terms & Conditions. Thank you for using Zappwala.