Terms and Conditions

FarmLokal is an online marketplace for food and groceries. We bring together products from:

Direct sellers. Farmers, farmer producer organisations, self-help groups and local vendors we onboard ourselves. We usually handle storage and delivery for these products.

Shopify merchants. Brands who connect their store to FarmLokal through our sales channel application. Their products are listed on FarmLokal and shipped by the brand.

ONDC sellers. Sellers reachable through the Open Network for Digital Commerce, where FarmLokal acts as a buyer application. Their products are listed on FarmLokal and fulfilled by the seller and their logistics provider through the network.

Every product page tells you which kind of seller it comes from, along with the seller's name and the expected delivery timeline.

You must be 18 or older to place an order. You are responsible for keeping your account details and your registered mobile number secure. Orders placed through your account are treated as placed by you.

Please give accurate delivery details. We are not responsible for a failed delivery caused by an incorrect address or an unreachable phone number.

You agree not to:

• use the platform for anything unlawful,
• interfere with its operation,
• attempt to access other users' accounts or data,
• scrape or copy our content,
• place orders you do not intend to accept, or
• misuse returns and refunds.

We may suspend or close an account that breaches these Terms, and we will tell you why.

Sellers set their own prices and provide their own product information, including descriptions, images, weights, ingredients and shelf life. Prices shown include applicable taxes unless stated otherwise. Delivery charges, where they apply, are shown before you pay.

Fresh produce varies. Weight, size and appearance of fruit, vegetables and other fresh items can differ from the images shown. We grade produce before dispatch, but natural variation is normal.

Availability changes quickly. If an item becomes unavailable after you order, we will tell you and refund that item. If a price or product description is obviously wrong, for example a decimal point error, we may cancel the order and refund you in full rather than fulfil it.

Adding items to your cart is not an order. Your order is placed when you complete checkout and pay. Your order is accepted when we confirm it, not when payment is taken. If we cannot accept an order, for example because an item is unavailable, we will tell you and refund you.

We may limit order quantities, restrict delivery to serviceable areas, or decline an order where we reasonably suspect misuse.

You pay FarmLokal, whichever kind of seller the product comes from. We then settle with the seller. Payments are processed by our payment gateway partner. We do not store your card number, CVV or UPI PIN.

If a payment fails or is reversed, we may hold or cancel the order.

Fresh and hyperlocal items in Delhi NCR. Delivered by FarmLokal or our delivery partners within the timeline shown at checkout. Delivery slots are indicative and can be affected by weather, traffic and local conditions.

Products from Shopify merchants. Shipped by the brand using their own courier, usually within a few days. The brand provides tracking, which we pass on to you.

Products from ONDC sellers. Fulfilled by the seller and their logistics provider through the network, under the network's timelines. Each product page shows the expected delivery timeline before you order. Timelines are estimates, not guarantees.

Someone must be available to receive the order. If delivery fails because nobody is available or the address is unreachable, we may charge for a re-attempt or cancel and refund net of costs already incurred.

Before dispatch: you can cancel any order through the app or by contacting us. You will be refunded in full.

After dispatch: fresh and perishable items cannot be cancelled. For other items, cancellation depends on the seller and whether the shipment can be stopped.

We may cancel an order if an item is unavailable, if we cannot deliver to your area, if payment fails, or if we reasonably suspect fraud. You will be refunded for anything you have paid.

Fresh and perishable items. If something arrives damaged, spoiled or clearly not as described, tell us within 24 hours of delivery with a photograph. We will replace it or refund it. We cannot accept returns of fresh items for reasons of change of mind.

Packaged items from any seller. Tell us within 48 hours of delivery if an item is damaged, expired, incorrect or missing. We will arrange a replacement or refund.

Food safety. Please do not consume an item you believe is spoiled or tampered with. Contact us instead.

How refunds are paid. Refunds go back to the original payment method, usually within five to seven working days once approved. Timing after that depends on your bank.

Who resolves a complaint. Contact FarmLokal first, whichever seller the product came from. We will resolve it with you and take it up with the seller. You do not need to approach the seller yourself.

ONDC orders.Where an order was placed through the ONDC network, complaints are also handled through the network's issue and grievance management process. We raise and track the issue on your behalf.

Where you subscribe to recurring deliveries, such as milk or vegetables:

• You choose the items, quantity and delivery days.
• Payment is taken in advance for the chosen period.
• You can pause, change or cancel through the app. Changes apply to deliveries not yet dispatched.
• Unused balance is refunded or carried forward, as you prefer.
• Prices may change with notice. Changes apply to future periods, not to a period already paid for.

The seller is responsible for their products. This includes safety, legality, labelling, ingredient accuracy, shelf life and compliance with the Food Safety and Standards Act and rules made under it.

We verify sellers' FSSAI licences before listing them and we remove products we believe are unsafe, misdescribed or noncompliant. Verification is not a guarantee of product quality.

Please read the label on the product you receive, particularly for allergens, ingredients and best-before dates. Where label information differs from the website, the label on the product is correct.

You keep ownership of reviews, ratings and photographs you post, and you grant us a licence to display and use them on the platform and in our marketing.

Please post honestly. Do not post anything unlawful, offensive, misleading, or that infringes someone else's rights. We may remove content and may remove reviews we believe are fake or incentivised.

You confirm that anything you post is yours to post, and you indemnify us against any claim arising from content you upload.

Product names, descriptions, images, logos and brand materials shown on a product listing are supplied by the seller. The seller is responsible for having the right to use them, including any photographs, stock images, trademarks and brand names.

Sellers warrant to us that the content they supply does not infringe anyone's rights, and they indemnify us against claims, losses and costs arising from that content. We do not independently verify the ownership of every image or brand name before it is listed.

If you believe a listing infringes your rights, please tell us using the process below and we will act promptly.

If you are a rights holder and believe a listing on FarmLokal infringes your copyright, trademark or other rights, or uses your name or images without permission, email info@farmlokal.com with:

• Your name, organisation and contact details
• The listing or product URL
• What right you hold and how you hold it, with evidence where available
• How the listing infringes it
• A statement that the information you have given is accurate and that you are the rights holder or authorised to act for them

We acknowledge within two working days and respond within seven working days. Where a complaint is clear on its face, we remove or suspend the listing while we investigate, and we notify the seller so they can respond.

Working days exclude weekends and public holidays in India. Where a matter is complex or we are waiting on information from you or the seller, we will tell you and give a revised timeline.

We may remove any listing we believe infringes someone's rights, and we may suspend a seller who does so repeatedly.

These Terms apply to the FarmLokal apps on iOS and Android as well as the website.

Your licence. We grant you a personal, non-exclusive, non-transferable, revocable licence to use the app on devices you own or control, for your own use. You may not copy, modify, reverse engineer, rent, resell or distribute the app or any part of it.

Updates. We release updates to add features and fix problems. Some updates are required for the app to keep working. Older versions may stop being supported.

Your device. You are responsible for your device, your network connection and any data charges. The app may not work correctly on a modified or rooted device.

Permissions. The app asks for permissions such as location, camera and notifications. These are optional and you can change them in your device settings. Refusing a permission disables that feature, not the app.

Deleting your account. You can delete your FarmLokal account from inside the app, under Account. Deletion is explained in our Privacy Policy.

App store terms. You download the app from the App Store or Google Play, and their terms also apply to that download. Those stores are not responsible for the app, its content, or support for it. Any questions, complaints or claims about the app should come to us, not to them.

Apple. Where you use the iOS app, you acknowledge that Apple is not a party to these Terms and has no responsibility for the app. Apple and its subsidiaries are third-party beneficiaries of these Terms and may enforce them against you. You confirm you are not in a country subject to a United States Government embargo and are not on any United States Government restricted parties list.

We are not liable for delays or failures caused by events beyond our reasonable control, including weather, strikes, transport disruption, power or internet failure, government action, or supply shortages.

The platform may occasionally be unavailable for maintenance or technical reasons.

We will provide the platform with reasonable care and skill, and we will deal fairly with you on payment, delivery, cancellations and refunds.

What we are not responsible for: the quality, safety or accuracy of a seller's product beyond our verification and quality processes, indirect or consequential loss, loss of profit or opportunity, or loss caused by your own breach of these Terms.

Limit of liability. Except in cases of fraud, death or personal injury caused by our negligence, or any liability that cannot be limited by law, our total liability to you for any order is limited to the amount you paid for that order.

Your indemnity to us. You indemnify us against claims, losses and costs arising from your breach of these Terms, your misuse of the platform, or content you post.

Nothing in these Terms affects your rights under the Consumer Protection Act, 2019.

If something goes wrong, contact us first. Most issues are resolved quickly.

Customer support: info@farmlokal.com

We acknowledge complaints within 48 hours and aim to resolve them within one month, as required under the Consumer Protection (E-Commerce) Rules, 2020.

For ONDC orders, you may also use the network's issue and grievance management process. We will raise and track the issue on your behalf.

These Terms, together with our Privacy Policy, are the entire agreement between you and us about your use of FarmLokal. If any part is found unenforceable, the rest continues to apply.

These Terms are governed by the laws of India. Disputes are subject to the exclusive jurisdiction of the courts at Gautam Buddha Nagar, Uttar Pradesh. Before going to court, we will both try to resolve the matter through discussion.