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INTRODUCTION

Welcome to Zoop!

Thanks for choosing to use our services (‘Services’). The Services are provided by Zoop which is a brand of Zoop Web Services Private Limited, a company registered under the Indian Companies act. We believe in honest and transparent business systems, and our intention is to bring the most ethical work practices. Therefore, it is our request to every user and visitor of our website i.e. zoopindia.com to read all the below mentioned terms and conditions carefully. By ordering any product or Services from this Website or its phone applications or through our call centre number displayed on this website, you agree to be bound by these Terms and Conditions. Moreover, our Services are very diverse, therefore, sometimes additional terms or service requirements may apply for some services. Any such additional terms will be available with the relevant Services, and those additional terms become part of your agreement with us if you use those Services.

DEFINITIONS

  1. We are Zoop' a brand of Zoop Web Services Private Limited, a company registered under the Indian Companies Act, unless otherwise stated. 'Agreement' is a reference to these Terms and Conditions, the Privacy Policy, any order form and payment instructions provided to you.
  2. 'Website' is a reference to our Website http://www.zoopindia.com on which we offer our Product or Services.
  3. 'Service' or 'Services' is a reference to any service which we may supply and which you may request via our Website.
  4. 'Restaurant', 'Outlet' or 'Outlets' are restaurant and restaurant owners who prepare and/or deliver the Product or Services ordered on this web site.
  5. 'Privacy Policy' means the policy displayed on our Website which details of how we collect and store your personal data.
  6. 'Customer', 'you', 'your' and 'yours' are references to you the person accessing this Website and ordering any Product or Services from the Website or from any other channel provided by Zoop.
  7. 'we', 'us', 'our', and 'Zoop's are references to the Company.
  8. 'Product' is a reference to any goods which we may offer for sale from our Website from time to time.
  9. 'Food Delivery' is a reference to perishable goods and to any form of delivery service, which both are provided by Restaurants chosen for delivery.

OUR ROLE

  1. Zoop offer you a means of communication to the restaurants doing food delivery at various places and the person ordering the food.
  2. We have our call centre number displayed on this website to help all our customers call and share feedback, for any problem or dispute in the items received, or change or cancel the order.
  3. Zoop may call, send SMS and/or use other possible modes but not limited to Electronic or Printed medium for communicating with the customers or to take their feedback.
  4. Most areas of this Website are open to everyone. You may access some areas of this Website without making any order, and registering your details with us. ordered on this web site.
  5. By accessing any part of this Website, you indicate that you accept all these Website Terms & Conditions. However, if you do not accept these Website Terms, you must leave this Website immediately.
  6. Zoop may prefer to revise the terms & conditions of use of this website without any prior consent or notice and by using this website, you are agreeing to be bound by the then current version of these Terms and Conditions of Use.
  7. Visitors of this website are also responsible for making all arrangements necessary for have accessing this Website. Visitors are therefore also responsible for ensuring that all anyone who access the Website through their Internet connection are aware of these Website Terms and that they comply with them also.

ORDER BOOKING AND PROCESSING

  1. All orders booked on this website or through its call centre number is actually a contract for the supply of Food Delivery between you and the Restaurant. 2. Customers are requested to check all the information and details they are filling in while booking the orders. Please note it is the customer’s responsibility to check the information that they have entered, and correct any errors before clicking on the "Book Order" button since once a customer clicks on this, an order ID is created and input errors cannot be corrected.
  2. If at any time prior to you clicking on the "Book Order" button, you decide that you do not wish to proceed with your order, you should close the application window.
  3. If at any time prior to you clicking on the "Book Order" button, you decide that you do not wish to proceed with your order, you should close the application window.
  4. In case a customer selects ‘Cash on Delivery (COD) before clicking on the "Book Order" button, Zoop will begin processing your order and we will send you notification by SMS that your order is being processed. For online payment orders, on receipt of your payment, Zoop will begin processing your order and we will send you notification by SMS and email that payment has been received and that your order is being processed. SMS and email confirmation will be produced automatically so that you have confirmation of your order details. You must inform us immediately if any details are incorrect. The fact that you receive an automatic confirmation does not necessarily mean that either we or the Delivery Restaurant will be able to fill your order.
  5. In the case of online payment, if any payment you make is not authorized you will be returned to the previous page on the Website and we shall not be obliged to provide the services.
  6. Please note that once you have made your order and your payment has been authorized you will be able to cancel your order according to details mentioned in our cancellation policy.
  7. Please note that from time to time there may be delays with processing payments and transactions, on occasion this can take up to sixty (60) days to be deducted from your bank account.

PRICE AND PAYMENTS

  1. Prices for all the items will be mentioned on the website. All these prices are inclusive of relevant taxes and delivery charges. In case a specific Restaurant requires a service charge (for instance for orders below the minimum order amount), this will be clearly indicated on this Website, in the itemized bill, and added to the total amount due.
  2. We take a lot of care in ensuring that prices for all the items mentioned in this website are correct, but however, there could be a scenario, where the prices quoted on this website may have an error as there is a large list of items at every station which keep on adding every day. In such a case, Zoop will call and inform the customer before the order is dispatched for delivery, informing the customer about the error and requesting him to pay the actual price. We are therefore under no obligation to ensure that the order is provided to you at the incorrect lower price or to compensate you in respect of incorrect pricing.
  3. All payment for all orders must be by credit or debit card as stated on this Website or in cash at the point of delivery.
  4. If you chosen to make online payment, then you are required to pay for your order before it is delivered. To ensure that secure and safe online shopping, your debit/credit card details will be encrypted to prevent the possibility of someone being able to read them as they are sent over the internet. Your credit card company may also conduct security checks to verify if you yourself are using your card and placing the order.
  5. We run promotional offers on this website through promotional codes. Customers can therefore avail these discounts by using such promotional codes endorsed by us while booking orders on this website.

DELIVERY

  1. Delivering the food items ordered on this website is the sole responsibility of the restaurant in the stipulated time with proper packing and hygiene.
  2. We try our best in co-ordinating delivery of the orders with the restaurants, but however if in an unfortunate situation the said delivery fails, then we request the customers to get in touch with us immediately, and we will try to arrange the delivery at the next available upcoming station. Moreover, we too take a very close watch at all the deliveries, and ourselves arrange for deliveries at upcoming stations, but it becomes very helpful when customers themselves notify us of any such occurrence.
  3. In the event of customer’s unavailability to accept the order at the time of delivery, or if the customer is unavailable at the mentioned coach and seat number, or if you are unable to communicate to us your updated coach and seat number (only in case of W/L or RAC situations), then such orders shall be deemed to have been delivered to you and all risk and responsibility in relation to such deliveries shall pass on to you. Any costs which we incur as a result of the inability to deliver shall be your responsibility of the customer and therefore shall indemnify us in full for such cost.
  4. Restaurants delivering the orders will aim to deliver the exact order placed by you within the stoppage time at that particular station chosen by you.
  5. Restaurants and we shall not be liable to you for any losses, liabilities, costs, damages, charges or expenses arising out of late delivery.

CANCELLATION POLICY

  1. We allow our customers to cancel their orders up till 2 hours before the actual pre decided delivery timings or 8pm on any working day whichever is earlier. You may refer to the following points of our cancellation policy for details. For example – If your actual pre decided delivery time is 6pm, then you may cancel your order on or before 4pm on the same day. However if your deliver time is 10am, then you’ll have to do the same on or before 8pm on a day before.
  2. The cut off time in terms of bulk / group orders is 12 hours before the scheduled delivery time or 6pm on the previous day, whichever is earlier.
  3. In the interest of the customer’s privacy and genuineness of the cancellation, we would prefer to cancel orders only if requests come from the mobile numbers used for order bookings along with the order ID or through registered customer user Ids. However, if the customer is unable to access both the tools, then our team would first verify the customer through some basic questions and then process the cancellations.
  4. Any change in order will apply cancellation of the original order, and hence a new order ID will be generated.
  5. In the event of no show from the customer at the time of delivery, then it’ll be treated as cancelled post 2 hour cut off time and customers will not be eligible for any refund.
  6. All refunds would take place in the accounts used by customers for order booking.
  7. An SMS will be sent to the customers on the event of cancellations of orders at the mobile number shared by the customer with Zoop. In the event that no SMS is received, customers are advised to call our help line number mentioned on this website for confirmations.

REFUND ON CANCELLATIONS

If the payment is made by the customer in advance then he may be eligible for refunds as per following terms.

  1. Orders cancelled before 24 hours of scheduled delivery time will be eligible for 100% refunds.
  2. Orders cancelled between 24 hours and before 2 hours of scheduled delivery time, then we’ll reimburse the entire amount after deducting 10% order cancellation charges.
  3. No order will be cancelled post 2 hour cut off time, and therefore no refunds.
  4. In the event of no show from the customer at the time of delivery, then it’ll be treated as cancelled post 2 hour cut off time and customers will not be eligible for any refund. Refund on Cancellations on Pre-paid Bulk order (Group Order) Bookings We provide additional discounts for bulk / group order bookings to our customers, and moreover we believe that our customers would too understand that it takes lot of preparation and co-ordination for delivering food to a large number of people. Therefore, if the payment is made by the customer in advance then he may be eligible for refunds as per following terms.
  5. Orders cancelled before 24 hours of scheduled delivery time will be eligible for 100% refunds.
  6. Orders cancelled between 24 hours and before 12 hours of scheduled delivery time, then we’ll reimburse the entire amount after deducting 10% order cancellation charges.
  7. No order will be cancelled post 12 hour cut off time, and therefore no refunds.
  8. In the event of no show from the customer at the time of delivery, then it’ll be treated as cancelled post 12 hour cut off time and customers will not be eligible for any refund.