Fleety - Customer Terms & Conditions
Effective Date: 25-12-2025
These Terms & Conditions ("Terms") govern your use of the Fleety mobile application ("App", "Platform", "Fleety", "we", "us").
By registering, accessing, or placing an order on Fleety, you agree to these Terms.
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1. About Fleety
Fleety is a technology platform that enables customers to:
- Discover restaurants
- Place food orders
- Track order preparation and delivery
Fleety does not prepare food and does not own or operate restaurants.
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2. User Eligibility
- You must be at least 18 years old to place orders.
- You agree to provide accurate and complete information during signup.
- You are responsible for maintaining the confidentiality of your account.
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3. Pricing & GST
- All food prices displayed on Fleety are inclusive of applicable GST, as determined and charged by the respective restaurant.
- Fleety may charge a platform fee, which is clearly shown at checkout.
- GST at the applicable rate (currently 18%) is levied on Fleety's platform fee and is displayed separately at checkout.
- Delivery charges, platform fees, and applicable taxes are shown clearly before payment.
- The total amount shown at checkout is the final payable amount.
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4. Order Placement & Payment
- Once an order is placed on Fleety:
o Payment is processed immediately.
o A unique Order ID is generated.
o The order is confirmed.
- Orders cannot be cancelled by the customer once placed, except where cancellation is permitted due to system errors or as required by law
- A 4-digit Delivery OTP will be shared with the customer. The customer must provide this OTP to the delivery partner to confirm successful delivery. Orders cannot be marked as delivered without OTP verification.
- Orders may be automatically cancelled if the restaurant does not accept the order within the acceptance window or if no delivery partner is available. In such cases, a full refund will be initiated.
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5. Refunds
- If an order cannot be fulfilled due to operational reasons attributable to Fleety or its platform operations, and beyond the customer's control, a full refund will be initiated to the original payment method.
- Refunds are typically credited within 5-7 business days, depending on the bank or payment provider.
- Fleety is not responsible for delays caused by banks or payment gateways.
- Refunds may also be initiated for order issues attributable to the restaurant, including missing items, incorrect quantity, incorrect, incomplete, or substandard food, in accordance with Fleety’s refund and dispute policies.
Non-Refundable Scenarios
Refunds will not be provided in cases including, but not limited to:
- Orders cancelled after the food has been picked up by the delivery partner
- Disputes raised after 24 hours from order completion
- Incorrect or incomplete delivery address provided by the customer
- Customer unavailable or unreachable at the delivery location
- To raise a dispute, customers must submit supporting evidence (such as photos or videos) through the app within 24 hours of delivery. Refunds are processed only after verification.
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6. Food Quality & Responsibility
- Restaurants are solely responsible for:
o Food quality
o Hygiene
o Preparation accuracy
- Fleety is not liable for food quality, taste, or dietary issues.
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7. Delivery
- Delivery is handled by independent delivery partners.
- Estimated delivery times are indicative and may vary due to traffic, weather, or operational conditions.
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8. Ratings & Reviews
- You may rate and review restaurants and delivery partners.
- Reviews must be honest and respectful.
- Fleety reserves the right to remove abusive or misleading content.
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9. Misuse & Account Suspension
Fleety may suspend or terminate accounts in cases of:
- Fraudulent activity
- Abuse of platform features
- Misuse of promotions or services
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10. Limitation of Liability
- Fleety is not liable for:
o Food quality issues
o Restaurant delays
o Indirect or consequential losses
- Fleety's liability, if any, is limited to the order value paid.
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11. Changes to Terms
- Fleety may update these Terms from time to time.
- Continued use of the App constitutes acceptance of the updated Terms.
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12. Governing Law
- These Terms are governed by the laws of India.
- Jurisdiction: Bengaluru, Karnataka.
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13. Data Privacy Reference
- Personal data is collected and processed in accordance with Fleety's Privacy Policy, available on the website.
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14. Promotions & Coupons
- Promotional offers and coupons are subject to specific terms and may be withdrawn or cancelled in case of misuse, fraud, or violation of applicable conditions.
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15. Account Deletion
- You may request to delete your account at any time through the App:
- Navigate to your profile and select "Delete my account"
- Confirm your deletion request when prompted
- Account deletion requests are processed within 5-7 business days
- You will receive confirmation once your account has been deleted
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Contact
For support or questions:
support@fleety.co.in
+91-98453 31817
Bengaluru, India
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