Terms of service

These terms are an agreement between you and GatEat ("GatEat", "we", "us"). They apply to the GatEat website and apps (the "platform"). By creating an account or placing an order you accept these terms, our privacy policy, our refund and cancellation policy and our shipping and delivery policy. If you do not agree, please do not use the platform.

This document is an electronic record under the Information Technology Act, 2000 and is published in accordance with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Consumer Protection (E-Commerce) Rules, 2020. It does not require a physical or digital signature.

1. What GatEat does

GatEat is a marketplace. It lets you discover restaurants, place orders with them and have those orders delivered by independent delivery partners or by the restaurant's own staff. The food is prepared and sold by the restaurant, which is the seller and is responsible for its quality, quantity, ingredients, hygiene and compliance with food safety law. The contract for the sale of food is between you and the restaurant.

2. Your account

• You must be at least 18 years old and able to enter into a binding contract. A minor may use the platform only through a parent or guardian's account.
• You sign in with your mobile number and a one-time password (OTP). Keep the OTP private. You are responsible for activity on your account.
• Give accurate details: your name, phone number and delivery address. An order that cannot be delivered because of wrong details is treated as described in the refund policy.
• One person may keep one account. Accounts created to misuse offers, referrals or refunds may be suspended.

3. Orders

• An order is a request to the restaurant. It is confirmed when the restaurant accepts it. A restaurant may decline an order, for example when an item is unavailable or the kitchen is closed, and you are then refunded in full.
• Menus, photos, descriptions and preparation times are provided by the restaurants. Photos are indicative and the dish served may look different.
• Delivery times are estimates. Traffic, weather and kitchen load can change them.
• If you have an allergy or a dietary requirement, check with the restaurant before ordering. GatEat cannot guarantee that a dish is free of any allergen.
• Please be available at the delivery address and on your phone. Share the delivery code with the delivery partner only when you receive your order.

4. Prices and payment

• Prices are in Indian Rupees (₹). Your bill shows the item total, restaurant packing charges, delivery charge, applicable taxes (GST) and discounts before you pay.
• Prices on the platform are set by the restaurant and may differ from its dine-in prices. They can change at any time before you place an order.
• You may pay online through our payment partners, with your GatEat wallet or, where offered, by cash on delivery. Cash on delivery can be limited or withdrawn for an order or an account.
• Online payments are processed by licensed payment gateways. We do not store your card number, CVV, UPI PIN or net-banking password.
• If a payment is debited but the order is not confirmed, the amount is returned as set out in the refund policy.

5. Offers, coupons and wallet

• Each offer has its own conditions, such as a minimum order value, validity period, eligible restaurants and number of uses. One coupon applies per order unless stated otherwise.
• Offers have no cash value, cannot be transferred and may be changed or withdrawn at any time.
• Wallet balance (refunds, credits and promotional money) can be used to pay for orders on GatEat. It earns no interest and cannot be transferred to another person. Promotional money cannot be withdrawn as cash.
• Benefits obtained through misuse, including duplicate accounts and false claims, may be reversed.

6. Cancellations and refunds

You may cancel an order from the order page while cancellation is available. The amount returned depends on how far the order has progressed. The rules, and what happens when something is wrong with a delivered order, are set out in the refund and cancellation policy, which is part of these terms.

7. Ratings and reviews

Reviews must be based on your own order, and be honest and respectful. By posting a review you allow us to display it on the platform. We may hide or remove reviews that are abusive, false, promotional or unrelated to the order.

8. Acceptable use

You agree not to:

• place false or fraudulent orders, or refuse deliveries without a valid reason;
• abuse, threaten or harass restaurant staff, delivery partners or our support team;
• misuse offers, referrals, refunds or the support process;
• copy, scrape, reverse engineer or interfere with the platform, or try to access accounts or data that are not yours;
• use the platform for anything unlawful.

We may suspend or close an account, cancel orders and withhold benefits where these terms are broken or where we reasonably suspect fraud.

9. Intellectual property

The GatEat name, logo, software, design and content belong to us or our licensors. Restaurant names, logos and menu content belong to the restaurants. You may use the platform for personal, non-commercial purposes only.

10. Our responsibility

• We work to keep the platform available and accurate, but it is provided "as is" and may be interrupted for maintenance or reasons outside our control.
• The restaurant is responsible for the food it prepares. We will help you resolve complaints about an order and will apply the refund policy.
• To the extent permitted by law, our total liability for any claim about an order is limited to the amount you paid for that order, and we are not liable for indirect or consequential loss.
• Nothing in these terms limits any right you have under consumer protection law that cannot be excluded.

11. Indemnity

You agree to compensate us for losses and costs that arise from your breach of these terms, your misuse of the platform or your violation of any law or the rights of another person.

12. Changes

We may update these terms as the service or the law changes. The date at the top of this page shows the latest revision. Continuing to use the platform after a change means you accept the revised terms.

13. Governing law and disputes

These terms are governed by the laws of India. Subject to any right you have to approach a consumer forum, the courts at the place of our registered office have exclusive jurisdiction over disputes arising from these terms. Please contact us first: most problems are resolved quickly by our support team.

14. Contact and grievances

For help, complaints or questions about these terms, see Contact us. Grievances are acknowledged within 48 hours and resolved within one month.

Restaurants, delivery partners and franchise owners are also bound by the agreement they accept when they join GatEat. Where that agreement and these terms differ, the agreement applies to them.