Terms & Conditions

1. Agreement and platform operator

These Terms & Conditions apply when you access or use Grozri's website, app, and related services (collectively, the “Platform”). The Platform is operated by Grozri Pvt. Ltd., Gajanan Nagar, Nagpur, Maharashtra 440015, India. By using the Platform or placing an order, you accept these terms. If you do not agree, do not use the Platform.

Grozri operates a marketplace that helps customers connect with independent local shops. Unless Grozri is expressly shown as the seller for an item, the shop identified at checkout is the seller of the goods and is responsible for fulfilling that order. Grozri may support payments, customer service, delivery coordination, and dispute resolution.

2. Accounts and acceptable use

You must provide accurate, current information and keep your sign-in details confidential. You are responsible for activity undertaken through your account. You may use the Platform only for lawful purposes and must not impersonate another person, submit false information, interfere with the Platform, misuse promotions, or attempt unauthorised access.

You must be able to enter a binding contract under applicable law. If you use the Platform for a business, you confirm that you are authorised to accept these terms for that business.

3. Products, prices, and availability

Product descriptions, images, prices, offers, taxes, delivery charges, stock availability, and estimated delivery times are shown to help you make an informed choice. They can vary by shop, location, and time. The final order summary shown before you place an order states the applicable items, quantity, price, taxes, charges, and payment method.

Product availability is not guaranteed until the shop accepts the order. If an item is unavailable or an order cannot be fulfilled, the shop or Grozri may contact you about the available options or cancel the affected item or order. We will not make a substitution without your express approval where approval is required by applicable law.

4. Orders, payment, and delivery

Submitting an order is your request to buy the listed goods. A shop's acceptance, order confirmation, or fulfilment is subject to availability, payment authorisation, and applicable law. We may decline or cancel an order where there is a genuine pricing or listing error, suspected fraud, an address outside the delivery area, or another lawful reason; any paid amount for a cancelled order will be handled in accordance with applicable law and the payment provider's process.

Available payment methods and delivery charges are displayed at checkout. Delivery times are estimates unless expressly confirmed otherwise. Please provide a complete delivery address and be available to receive the order. You should inspect your order promptly and report missing, incorrect, damaged, defective, or expired items through the support route below with your order details and, where useful, photographs.

5. Cancellations, returns, and refunds

Cancellation options depend on the order status and are shown in the Platform. Once a shop has accepted or started preparing an order, cancellation may no longer be available. This does not affect rights that cannot be excluded under applicable law.

Because many grocery items are perishable, returns may not be available simply because an item is no longer wanted. However, you may report goods that are defective, damaged, spurious, incorrectly supplied, materially different from their description, or delivered late from a stated schedule. Eligible refunds, replacements, or other remedies will be assessed based on the order, the issue reported, and applicable law. We will clearly tell you the outcome and any refund amount or processing steps.

6. Shop and delivery-partner responsibilities

Shops must provide accurate product, price, stock, offer, tax, and fulfilment information; meet applicable licensing, food-safety, consumer-protection, and tax requirements; and fulfil accepted orders in accordance with the information shown to customers. Delivery participants must handle orders safely, lawfully, and with reasonable care.

7. Consumer rights, liability, and changes

Nothing in these terms limits rights available to you under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, or any other applicable law. To the extent permitted by law, Grozri is not liable for indirect or consequential losses that are not a direct and reasonably foreseeable result of our breach; this does not exclude liability that cannot legally be excluded.

We may update these terms to reflect legal, operational, or service changes. The effective date above will be updated when we do. Continuing to use the Platform after an updated version takes effect means you accept the updated terms, except where applicable law requires a different process.