This Agreement governs the relationship between Fulfilary Technologies Pvt Ltd (operating the Craveze platform) and Restaurant Partners who list and sell food through the platform. By onboarding onto Craveze, you agree to these terms.
1. Parties & Definitions
- "Platform Operator" / "we" — Fulfilary Technologies Pvt Ltd, Bangalore, Karnataka, India.
- "Restaurant Partner" / "you" — The food business operator (FBO) entering into this agreement.
- "Platform" — The Craveze mobile application and website.
- "Order" — A customer's confirmed request to purchase food listed by the Restaurant Partner.
- "Commission" — The fee charged by the Platform Operator as a percentage of each Order value.
2. Onboarding & Eligibility
To list on Craveze, the Restaurant Partner must:
- Be a legally registered entity or individual in India with valid business documentation
- Hold a valid FSSAI Licence or Registration applicable to their scale of operations
- Provide accurate business name, address, cuisine type, operating hours, and contact details
- Comply with all applicable local municipal, state, and central regulations
- Pass Craveze's onboarding verification process
3. FSSAI & Legal Compliance
The Restaurant Partner must at all times:
- Hold and display a valid FSSAI licence/registration and renew it before expiry
- Ensure all food items comply with FSSAI Standards and Food Safety and Standards Act, 2006
- Display accurate information about allergens, ingredients, and nutritional content where required by law
- Maintain food safety and hygiene standards as mandated by FSSAI (Schedule 4 of FSS Regulations)
- Not serve alcohol or regulated substances through the Platform without appropriate licences
- Comply with all applicable tax laws including GST registration and filing
Failure to comply may result in immediate suspension from the Platform and reporting to FSSAI authorities.
4. Listing & Menu Management
- You are solely responsible for the accuracy, completeness, and legality of your menu listings
- Prices must be inclusive of all applicable taxes, with no hidden charges to customers
- You must clearly mark vegetarian/non-vegetarian items using the standard green (veg) / red (non-veg) symbol as per FSSAI guidelines
- You must promptly update item availability to avoid accepting orders for out-of-stock items
- The Platform Operator reserves the right to remove listings that violate these terms or applicable law
5. Order Acceptance & Fulfilment
- You must accept or reject orders within the time specified in the Platform dashboard (typically 3 minutes)
- Accepted orders must be prepared accurately and within the estimated preparation time
- Food must be packaged hygienically, tamper-evident where possible, and clearly labelled
- You must hand over orders to Delivery Partners promptly upon completion
- Consistent rejection of orders or excessive delays may result in account suspension
6. Food Safety Standards
You agree to maintain the highest food safety standards, including:
- Using fresh, permitted ingredients with traceable sourcing for key items
- Maintaining proper cold chain for perishable items
- Ensuring kitchen staff hold valid food safety training certificates as required by FSSAI
- Cooperating with any food safety audit or inspection conducted by us or regulatory authorities
- Reporting any potential food safety incident to us at office@fulfilary.com within 24 hours
Upon receipt of a validated customer food complaint, you must investigate and provide a written response within 48 hours.
7. Commission & Payment Terms
- Commission rates are agreed upon at onboarding and may be revised with 30 days' written notice
- Payments for orders are settled weekly (every Monday for the previous week's orders), net of commission and applicable deductions
- Settlements are made via NEFT/RTGS/UPI to the bank account registered at onboarding
- You will receive a detailed settlement statement for each payout
- The Platform Operator reserves the right to withhold payment in cases of fraud, disputes, or violations of this agreement
8. Cancellations & Refunds
- If a customer-requested refund is found to be attributable to your error (wrong items, quality issues, etc.), the refund amount will be deducted from your next settlement
- If the Platform Operator cancels an order due to technical failure not caused by you, no commission will be charged
- Excessive cancellations attributable to your operations may result in listing demotion or suspension
9. Reviews, Ratings & Content
- Customer ratings and reviews are published on your listing and are not editable by you or us (except where reviews violate content policies)
- You may not offer incentives to customers in exchange for positive reviews
- Images and descriptions you provide must be accurate and representative of actual food served
- We reserve the right to remove fraudulent, deceptive, or misleading content
10. Data & Confidentiality
- Customer personal data shared with you (name, address, phone) may only be used for order fulfilment and must not be stored beyond 30 days post-delivery
- You must not use customer data for unsolicited marketing without explicit consent
- Business data, commission rates, and Platform processes are confidential and must not be disclosed to third parties
11. Prohibited Practices
You must not:
- Divert customers to order directly outside the Platform after discovery through Craveze
- Discriminate against customers based on religion, caste, gender, or any protected characteristic
- Serve expired, adulterated, or substandard food
- Misrepresent the nature, weight, or ingredients of food items
- Engage in price gouging or apply surcharges not disclosed at the time of listing
12. Suspension & Termination
We may suspend or terminate your listing with or without notice in cases of:
- Violation of FSSAI regulations or lapse of FSSAI licence
- Repeated food quality complaints
- Fraudulent activity or misrepresentation
- Breach of any provision of this Agreement
- Court order or regulatory direction
You may terminate this Agreement by giving 30 days' written notice to office@fulfilary.com. Pending settlements will be processed within 14 days of termination.
13. Indemnity & Liability
You agree to indemnify and hold harmless Fulfilary Technologies Pvt Ltd from any claims, liabilities, losses, or expenses arising from:
- Food safety incidents caused by your operations
- Inaccurate menu listings or pricing errors
- Your violation of applicable law or this Agreement
14. Governing Law
This Agreement is governed by Indian law. Disputes shall be resolved through amicable negotiation, failing which through arbitration in Bangalore under the Arbitration and Conciliation Act, 1996.
15. Contact
For onboarding, settlement queries, or Agreement-related matters:
- Email: office@fulfilary.com
- Address: Unit 101, Oxford Towers, 139/88, HAL Old Airport Road, Kodihalli, Bangalore, Karnataka – 560008, India