Terms and Conditions

1. Acceptance of Terms

Welcome to The Hotel Price! These Terms and Conditions ("Terms") govern your use of our food delivery platform, mobile application, and related services (collectively, the "Services"). By accessing or using our Services, you agree to be bound by these Terms.

By creating an account or placing an order, you represent that:

• You are at least 18 years of age
• You have the legal capacity to enter into a binding agreement
• All information you provide is accurate and complete

2. Service Description

The Hotel Price is a zero-commission food delivery platform operating in Tirunelveli, Tamil Nadu. We connect:

• Customers: Who can browse menus, place orders, and receive food deliveries
• Restaurants: Who prepare food and fulfill orders without paying platform commission
• Delivery Partners: Who pick up and deliver food orders to customers

2.1 Our Role

The Hotel Price acts as a facilitator connecting these parties. We:

• Provide the technology platform and app
• Process payments securely through third-party providers
• Coordinate deliveries and track orders
• Provide customer support

Important: We do not prepare food, own restaurants, or directly employ delivery partners. We are an intermediary platform.

3. User Accounts

3.1 Account Creation

To use our Services, you must create an account by providing:

• Valid mobile number (verified via OTP)
• Name and email address
• Delivery address(es)

3.2 Account Security

You are responsible for:

• Maintaining the confidentiality of your account credentials
• All activities that occur under your account
• Notifying us immediately of any unauthorized access

3.3 Account Termination

We reserve the right to suspend or terminate accounts that:

• Violate these Terms
• Engage in fraudulent activity
• Abuse the platform or other users
• Create fake orders or reviews

4. Ordering and Payments

4.1 Placing Orders

When you place an order:

• You make an offer to purchase food from the restaurant
• The order is confirmed once the restaurant accepts it
• You will receive a confirmation notification
• The restaurant will prepare your food according to your specifications

4.2 Pricing

• Menu Prices: Set by individual restaurants
• Delivery Fee: Calculated based on distance and other factors
• Taxes: Applicable GST and other taxes will be added
• Service Fee: May be applied to maintain platform operations

4.3 Payment

We accept the following payment methods:

• UPI (Google Pay, PhonePe, Paytm, etc.)
• Credit and Debit Cards
• Net Banking
• Wallets (Paytm, etc.)
• Cash on Delivery (where available)

Payments are processed securely through Razorpay. We do not store your complete card or bank details.

4.4 Failed Payments

If payment fails:

• Your order will not be confirmed
• You will be prompted to retry payment
• Any deducted amount will be refunded within 5-7 business days

5. Delivery

5.1 Delivery Times

Estimated delivery times are provided for guidance only and are not guaranteed. Delivery times depend on:

• Restaurant preparation time
• Delivery partner availability
• Traffic and weather conditions
• Distance to delivery location

5.2 Delivery Instructions

You must provide:

• Accurate and complete delivery address
• Clear landmarks and instructions
• Working contact number

5.3 Valid Delivery Address

The delivery address you provide must be a legitimate, accessible, and safe premises — such as a residential home or a valid commercial establishment. The following are strictly not permitted as delivery locations:

• Public toilets, restrooms, or sanitation facilities
• Open roads, footpaths, or public areas with no fixed structure
• Locked, abandoned, or inaccessible premises
• Any location deemed unsafe or inappropriate by our delivery partner

Orders placed to such locations may be cancelled without any refund at our sole discretion. The customer bears full responsibility for the accuracy and appropriateness of the delivery address entered at checkout.

5.4 Order Confirmation is Binding

The delivery date, time slot, and address displayed on the order confirmation screen at the time of payment constitute the final and binding terms of delivery. The order confirmation screenshot or screen serves as official proof of the agreed delivery details. No claims contradicting the information shown at confirmation will be entertained.

5.5 Failed Deliveries

If delivery fails due to:

• Incorrect address or contact information provided by customer
• Customer unavailability at the time of delivery
• Refusal to accept the order
• Inaccessible or inappropriate delivery location

You will NOT be eligible for a refund, and the order amount will be forfeited.

5.6 Order Tracking

You can track your order in real-time through the app. Delivery partners must enable location tracking to provide this service.

6. Cancellations and Refunds

6.1 Non-Refundable Charges

Under all circumstances, the following charges are strictly non-refundable:

• Delivery Fee — charged for logistics and cannot be reversed once a delivery attempt is made
• Platform Fee — charged for use of the platform and is non-refundable
• Payment Gateway Charges — third-party processing fees are non-refundable

At most, only the food item value may be considered for a refund, subject to our sole discretion and investigation outcome.

6.2 Customer Cancellations

Before Restaurant Accepts:

• Refund may be considered for food item value only
• Delivery fee, platform fee, and gateway charges are non-refundable

After Restaurant Accepts or Food Preparation Starts:

• Order cannot be cancelled
• No refund will be provided

6.3 No Refund Scenarios

No refund will be issued in the following cases:

• Order placed to an invalid, inaccessible, or inappropriate delivery location
• Customer unavailable at delivery time
• Wrong address provided by customer
• Customer refused to accept the order
• Abusive, threatening, or fraudulent behaviour by the customer
• Customer disputes the delivery date/slot despite confirmation being shown at checkout

6.4 Restaurant Cancellations

If a restaurant cancels your order, a refund of the food item value will be processed within 7–10 business days. Delivery fee, platform fee, and gateway charges remain non-refundable.

6.5 Quality Issues

If you receive wrong, missing, or damaged items, you must report within 1 hour of delivery with photographic evidence through the app. Refunds are processed at our sole discretion after investigation.

6.6 Refund Timeline & Method

• Approved refunds processed within 7–10 business days
• Credited to original payment method (UPI, Card, etc.)
• We reserve the right to withhold refunds pending investigation of disputed orders
• The refund amount, if any, is determined entirely by The Hotel Price and no external party has the right to dictate refund decisions

7. For Restaurant Partners

7.1 Zero Commission Model

The Hotel Price operates on a zero-commission model. Restaurants keep 100% of their earnings from food sales.

7.2 Restaurant Responsibilities

Restaurants must:

• Maintain accurate menu listings and prices
• Ensure food quality and safety standards
• Prepare orders within the specified time
• Package food securely and properly
• Maintain valid FSSAI license and other regulatory approvals
• Accept or reject orders promptly

7.3 Menu and Pricing

• Restaurants control their menu and pricing
• Prices must be competitive and reasonable
• Menu updates must be done through the platform
• Restaurants cannot charge different prices for same items

8. For Delivery Partners

8.1 Independent Contractors

Delivery partners are independent contractors, not employees of The Hotel Price. You are responsible for:

• Your own taxes, insurance, and expenses
• Maintaining your vehicle in good condition
• Following all traffic laws and regulations
• Having valid driving license and vehicle documents

8.2 Location Tracking

When online and accepting orders, you consent to:

• Real-time GPS location tracking
• Background location access (even when app is closed)
• Sharing your location with customers during deliveries

8.3 Delivery Partner Conduct

You must:

• Be professional and courteous
• Handle food with care and maintain hygiene
• Deliver orders on time
• Not tamper with food or packaging
• Not misuse customer information
• Follow pickup and delivery instructions

8.4 Earnings and Payments

• Delivery fee is calculated per order based on distance
• Earnings are transferred weekly to your bank account
• You are responsible for any applicable taxes

9. Prohibited Conduct

You may NOT:

• Use the platform for any illegal purpose
• Create fake accounts or orders
• Abuse, harass, or threaten other users, staff, or delivery partners
• Post false reviews or ratings
• Attempt to hack or disrupt the platform
• Reverse engineer or copy our app or technology
• Use automated tools (bots) to access the platform
• Collect user data without permission
• Impersonate other users or entities
• Make false, baseless, or malicious legal threats against the platform or its employees
• Deliberately provide false delivery addresses or misuse the platform's ordering system

9A. Protection of Our Staff & Employees

9A.1 Prohibited Behaviour Toward Staff

The following actions are strictly prohibited and constitute a serious violation of these Terms:

• Using abusive, vulgar, offensive, or threatening language — verbally, in writing, or via any digital medium
• Intimidating, harassing, or making personal threats against any staff member or delivery partner
• Threatening legal action in a false, baseless, or malicious manner to coerce or intimidate our team
• Contacting staff through personal channels after being directed to official support
• Recording staff without consent and sharing or threatening to share such recordings

9A.2 Consequences

Any user found engaging in the above behaviour will face immediate and permanent account suspension without warning, notice, or refund. In addition:

• The Hotel Price reserves the right to file a formal police complaint against the user under applicable provisions of the Indian Penal Code, including but not limited to:
• Section 503 IPC — Criminal Intimidation
• Section 506 IPC — Punishment for Criminal Intimidation
• Section 504 IPC — Intentional Insult to Provoke Breach of Peace
• Section 499/500 IPC — Defamation
• Section 66A IT Act — Offensive messages through electronic communication
• The Hotel Price reserves the right to pursue civil damages against such users including legal costs, compensation for mental distress caused to staff, and any other relief available under Indian law
• All interactions with our support team are logged and recorded. These records will be submitted as evidence in any legal proceedings

9A.3 False Legal Threats

Threatening legal action against The Hotel Price or its employees without valid legal basis is considered abuse of process and criminal intimidation under Indian law. Any such threat will be met with a formal counter-complaint and The Hotel Price will actively pursue legal remedies including damages, costs, and injunctive relief against the individual making such threats.

10. Intellectual Property

All content on The Hotel Price platform, including:

• Logo, trademarks, and branding
• App design and user interface
• Software code and technology
• Images, graphics, and text

Are owned by The Hotel Price and protected by intellectual property laws. You may not use, copy, or distribute our content without written permission.

11. Liability and Disclaimers

11.1 Service "As Is"

Our Services are provided "as is" without warranties of any kind. We do not guarantee:

• Uninterrupted or error-free service
• Accuracy of restaurant information or menus
• Quality or safety of food from restaurants
• Availability of delivery partners
• Exact delivery times

11.2 Limitation of Liability

The Hotel Price shall not be liable for:

• Food quality, taste, or safety issues (restaurant's responsibility)
• Delivery delays due to traffic, weather, or other factors
• Incorrect or incomplete orders (restaurant's responsibility)
• Loss or damage during delivery
• Allergic reactions or food-related illnesses
• Actions of delivery partners or restaurant staff

11.3 Indemnification

You agree to indemnify and hold harmless The Hotel Price from any claims, damages, or expenses arising from:

• Your violation of these Terms
• Your use of the Services
• Your violation of any rights of another person

12. Force Majeure

We shall not be liable for any failure to perform our obligations where such failure is due to circumstances beyond our reasonable control, including:

• Natural disasters (floods, earthquakes, storms)
• Acts of government or authorities
• War, terrorism, or civil unrest
• Strikes or labor disputes
• Power outages or internet failures
• Pandemics or health emergencies

13. Dispute Resolution

13.1 Customer Support

For any issues, first contact our customer support:

• Through the app's help section
• Email: support@thehotelprice.com
• Phone: +91 6381360560

We aim to resolve most issues within 24-48 hours.

13.2 Governing Law

These Terms are governed by the laws of India. Any disputes shall be subject to the exclusive jurisdiction of the courts in Tirunelveli, Tamil Nadu, India.

13.3 Arbitration

If we cannot resolve a dispute through customer support, the dispute shall be referred to arbitration under the Indian Arbitration and Conciliation Act, 1996.

14. Changes to Terms

The Hotel Price reserves the right to modify, update, or replace these Terms at any time and at our sole discretion, without prior notice. Changes are effective immediately upon being posted on this page. It is your responsibility to review these Terms periodically. Your continued use of the platform after any changes constitutes your unconditional acceptance of the revised Terms. We are under no obligation to individually notify users of changes.

15. Severability

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

16. Contact Information

For questions about these Terms, please contact:

• Company Name: The Hotel Price
• Email: legal@thehotelprice.com
• Phone: +91 6381360560
• Address: Tirunelveli, Tamil Nadu, India