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 Failed Deliveries

If delivery fails due to:

• Incorrect address or contact information
• Customer unavailability
• Refusal to accept the order

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

5.4 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 Customer Cancellations

Before Restaurant Accepts:

• Full refund (100% of order amount)
• Refund processed within 5-7 business days

After Restaurant Accepts:

• Cancellation may not be possible
• If allowed, cancellation charges may apply (up to 100% of order amount)
• Contact customer support for assistance

After Food Preparation Starts:

• Order cannot be cancelled
• No refund will be provided

6.2 Restaurant Cancellations

If a restaurant cancels your order:

• You will receive a full refund (100%)
• You may receive a discount coupon for inconvenience
• Refund processed within 5-7 business days

6.3 Quality Issues

If you receive:

• Wrong items
• Missing items
• Damaged or spoiled food
• Quality issues

You must:

• Report the issue within 1 hour of delivery
• Provide photographic evidence
• Contact customer support through the app

Refunds will be processed at our discretion after investigation.

6.4 Refund Method

Refunds will be credited to:

• Original payment method (UPI, Card, etc.)
• Or as wallet credits (if original method fails)

Processing time: 5-7 business days

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
• 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

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

We reserve the right to modify these Terms at any time. Changes will be effective immediately upon posting. We will notify you of material changes through:

• In-app notifications
• Email to your registered email address
• Push notifications

Your continued use of the Services after changes constitute acceptance of the new Terms.

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