Terms & Conditions

These Terms & Conditions ("Terms") apply to your use of the Fengle mobile applications, the website at [DOMAIN] and all related services (together, the "Platform"). The Platform is owned and operated by [LEGAL_NAME], whose registered office is at [REGISTERED_ADDRESS] ("Fengle", "we", "us", "our"). By creating an account, placing an order or otherwise using the Platform, you agree to these Terms. If you do not agree, please do not use the Platform.

1. About the service

Fengle is a category-first food ordering and delivery platform. You choose a cuisine category (for example Bengali, Chinese or Biryani) and the dishes you want. Fengle then assigns your order to a verified partner kitchen near your delivery address that can prepare it, and an independent delivery partner ("Rider") delivers it to you.

Fengle does not show which partner kitchen prepares an order. Fengle is responsible to you for the order, the invoice and customer support. All partner kitchens are onboarded and verified by Fengle and are required to hold a valid FSSAI licence and comply with applicable food safety laws.

2. Eligibility & account

• You must be at least 18 years old and able to form a binding contract under the Indian Contract Act, 1872. Minors may use the Platform only under the supervision of a parent or guardian.
• You sign in with your mobile number and a one-time password (OTP). You are responsible for all activity on your account and for keeping your phone and OTPs secure.
• You agree to provide accurate information, including your name, contact details and delivery address, and to keep it up to date.
• One person may hold only one customer account. We may refuse registration or close duplicate accounts.

3. Placing orders

• You can only see and order dishes that a partner kitchen within range of your delivery address can prepare. Availability can change during the day.
• Each order is for one cuisine category. If the same partner kitchen serves several of the categories you selected, Fengle may combine them into one order with one bill and one delivery.
• The minimum order value is ₹50 (before delivery fee and taxes).
• Your order is confirmed when you receive an order confirmation in the app. Fengle may decline or cancel an order if no partner kitchen is available, the address is outside our service area, the price shown was clearly wrong, or we suspect fraud or misuse. If you already paid for an order we cancel, you get a full refund.
• If a partner kitchen cannot fulfil your order, Fengle may automatically reassign it to the next nearest suitable kitchen without changing the price you agreed to.
• If some items become unavailable after you place your order, we will remove them, adjust your bill and refund the difference as described in our Cancellation & Refund Policy.

4. Prices & payment

• All prices are in Indian Rupees (INR). Before you pay, the app shows the item prices, the delivery fee (if any), applicable taxes including GST, and the total amount.
• Menu prices on Fengle may differ from prices charged by the same food outlet elsewhere.
• You can pay with UPI, credit or debit card, net banking, Fengle Wallet balance, or Cash on Delivery (COD) where available. Online payments are processed by our payment gateway partner, Razorpay Software Private Limited. Fengle does not collect or store your full card number, CVV or UPI PIN.
• For COD orders, please pay the exact amount shown in the app to the Rider at delivery.
• Fengle issues a GST-compliant tax invoice for every order in its own name.
• If a payment is debited but the order is not confirmed, the amount is automatically refunded to your original payment method, usually within 5–7 business days.

5. Cancellations & refunds

You may cancel an order free of charge only within 60 seconds of placing it, and only if the kitchen has not yet accepted it. After that, the kitchen has started preparing your food and the order cannot be cancelled by you. Full details, including refund timelines, are in our Cancellation & Refund Policy, which forms part of these Terms.

6. Delivery

Delivery areas, timelines, fees and what happens if a delivery cannot be completed are described in our Shipping & Delivery Policy, which forms part of these Terms. Delivery times shown in the app are estimates and may be affected by traffic, weather, or order volume.

7. Fengle Wallet

• The Fengle Wallet holds refunds and credits issued by Fengle. Wallet balance can be used to pay for future orders on the Platform.
• Wallet balance is not interest-bearing, cannot be transferred to another user, and is not a prepaid payment instrument. Promotional credits may have an expiry date and conditions, which will be shown when they are issued.
• If you close your account, you may ask us to return any refund balance (not promotional credit) to your original payment method by contacting support.

8. Ratings & reviews

After a delivered order, we will ask you to rate it or skip the rating before your next order. Ratings help us keep quality high across partner kitchens. Your ratings and comments must be honest and must not be abusive, defamatory or unlawful. We may remove content that breaks these rules.

9. Your conduct

You agree not to:

• use the Platform for any unlawful, fraudulent or abusive purpose, or place orders you do not intend to accept or pay for;
• harass, threaten or abuse Riders, kitchen staff or Fengle's support team;
• tamper with, reverse-engineer, scrape or disrupt the Platform or its security;
• misuse refunds, offers or referral programmes, or create multiple accounts to do so.

10. Partner kitchens & riders

Partner kitchens and Riders are independent businesses and individuals, not employees of Fengle. Partner kitchens are responsible for the preparation, quality, hygiene and packaging of food, and for compliance with the Food Safety and Standards Act, 2006. Fengle checks partner kitchens before onboarding and monitors quality through ratings. Separate agreements apply to partner kitchens and Riders.

Allergen and dietary information (including veg/non-veg markings) is provided in good faith by partner kitchens. If you have a severe allergy, please take appropriate care, because kitchens may handle common allergens.

11. Intellectual property

The Fengle name, logo, app, website, designs and content are owned by or licensed to [LEGAL_NAME] and are protected by law. You may not copy, modify or use them without our written permission. You receive a limited, non-exclusive, non-transferable licence to use the app for personal, non-commercial purposes.

12. Disclaimers & limitation of liability

• The Platform is provided on an "as is" and "as available" basis. We work to keep it running reliably but do not guarantee uninterrupted or error-free service.
• To the extent permitted by law, Fengle's total liability to you for any claim arising from an order is limited to the amount you paid for that order.
• Fengle is not liable for indirect or consequential losses, or for delays or failures caused by events beyond our reasonable control, such as natural disasters, strikes, government restrictions, network failures or severe weather.
• Nothing in these Terms limits any rights you have under the Consumer Protection Act, 2019 that cannot be excluded by contract.

13. Indemnity

You agree to indemnify Fengle, its officers and employees against claims, losses and expenses arising from your breach of these Terms or your misuse of the Platform.

14. Suspension & termination

You can stop using the Platform and ask us to delete your account at any time (see Account & Data Deletion). We may suspend or terminate your account if you breach these Terms, misuse the Platform or act fraudulently. Orders already placed and amounts already owed are not affected.

15. Governing law & disputes

These Terms are governed by the laws of India. Subject to your rights under consumer protection law, the courts at Kolkata, West Bengal have exclusive jurisdiction over any dispute arising from these Terms or your use of the Platform. We encourage you to contact us first so we can try to resolve any issue quickly.

We may update these Terms from time to time. We will post the updated version on this page with a new "Last updated" date and, for significant changes, notify you in the app. If you keep using the Platform after the changes, you accept the updated Terms.

16. Grievances & contact

In accordance with the Information Technology Act, 2000 and the Consumer Protection (E-Commerce) Rules, 2020, our Grievance Officer is:

We will acknowledge your complaint within 48 hours and aim to resolve it within one month of receiving it.