1. Acceptance Of Terms

By downloading, accessing, or using the Gaonly mobile applications, merchant portal, or services, you agree to be bound by these Terms and Conditions. Gaonly acts as a technology platform connecting customers, local merchants, and delivery partners. If you do not agree, please do not use our services.

2. Eligibility

You must be at least 18 years old to register and use Gaonly. By using the platform, you represent and warrant that you possess the legal authority to enter into these terms under Indian law.

3. User Registration

Users must create an account providing accurate, current, and complete information. You are entirely responsible for maintaining the confidentiality of your account credentials.

4. Mobile Number Verification

Registration requires a valid Indian mobile number. This number will be used for all critical communications, order updates, and authentication.

5. OTP Authentication

Access to your account is secured via One-Time Password (OTP) authentication sent via SMS. You are responsible for all activities that occur under your authenticated session.

6. User Responsibilities

Users must provide accurate delivery addresses, be available to receive orders at the estimated time, and verify products at the time of delivery. Users agree to use the platform only for lawful purposes.

7. Prohibited Activities

Users may not:

• Use the platform for any illegal activities or to purchase illegal goods.
• Attempt to reverse-engineer, hack, or disrupt the platform's infrastructure.
• Harass, abuse, or harm delivery partners or merchant staff.
• Create multiple accounts to abuse promotional offers.

8. Fake Orders Policy & 9. Fraud Prevention

Placing fake orders, repeatedly canceling orders upon arrival, or refusing to accept COD orders without valid reason causes financial harm to merchants and partners. Gaonly employs strict fraud prevention algorithms. Fake or abusive orders will lead to permanent account suspension and potential legal action.

10. Merchant Responsibilities

Merchants are solely responsible for product quality, freshness, and legal compliance (e.g., FSSAI licensing). Merchants must honor accepted orders and prepare them timely.

11. Delivery Partner Responsibilities

Delivery partners are independent contractors. They must follow traffic laws, maintain hygienic transport conditions, and deliver orders professionally without tampering.

15. Order Placement Process

Orders are placed via the app and are subject to minimum order values, delivery fees, and platform fees as displayed at checkout.

16. Order Acceptance & 17. Order Rejection

An order is only confirmed once accepted by the Merchant. Merchants reserve the right to reject orders due to stock unavailability or operational constraints, in which case a full refund will be initiated.

18. Delivery Rules

Delivery will be attempted at the provided address. If the customer is unreachable, the order may be canceled without refund (for perishable items).

19. Cancellation, 20. Refund, and 21. Return Policy

Detailed rules governing order cancellations and refunds are provided in our dedicated Refund and Cancellation Policy.

22. Promotional Offers & 23. Coupon Usage Rules

Gaonly may offer coupons and discounts. These are non-transferable, cannot be exchanged for cash, and are subject to specific terms (e.g., minimum cart value). Gaonly reserves the right to withdraw offers at any time.

24. Wallet Rules

If Gaonly Wallet features are implemented, credits are strictly for platform purchases, have specific expiry dates, and cannot be withdrawn to bank accounts unless strictly required by law.

25. Intellectual Property Rights

All content, logos, designs, and software on Gaonly are the exclusive property of Gaonly. Unauthorized reproduction is strictly prohibited.

26. Limitation Of Liability

Gaonly connects users with independent merchants and delivery partners. We are not liable for product quality, defects, health issues, or delivery delays. Our liability is limited to the platform fee collected for the specific transaction.

27. Service Interruptions & 28. Force Majeure

Services may be suspended during maintenance or unforeseen events (Acts of God, internet outages, strikes, natural disasters). Gaonly is not liable for losses during these periods.

29. Account Suspension & 30. Account Termination

Gaonly reserves the right to suspend or terminate any user account without prior notice for violating these terms, engaging in fraud, or abusing delivery partners.

31. Governing Law & 32. Dispute Resolution

These terms shall be governed by the laws of India. Any disputes arising shall first be attempted to be resolved amicably via our grievance officer.

33. Arbitration

If unresolved, disputes shall be subject to binding arbitration under the Arbitration and Conciliation Act, 1996, with the jurisdiction strictly limited to the courts in the city of Gaonly's registered headquarters.

34. Contact Information

For legal inquiries or grievances regarding these terms:

Email: gaonlymart@gmail.com
Support Hours: Monday to Sunday, 9:00 AM to 9:00 PM

At Gaonly, we strive to provide a seamless quick-commerce experience. This policy outlines the rules regarding order cancellations, returns, and refunds, complying with the Consumer Protection (E-Commerce) Rules 2020.

1. Customer Cancellation

• Before Confirmation: You may cancel an order at no cost before the merchant accepts and begins processing it. A full refund will be issued.
• After Confirmation (Preparing): Once the merchant has accepted the order, cancellation may incur a cancellation fee up to 100% of the order value, as perishable items may already be prepared.
• After Dispatch: Orders cannot be canceled by the customer once handed over to the Delivery Partner.

2. Merchant & Platform Cancellation

Gaonly or our Merchants may cancel an order under the following circumstances:

• Out of Stock: Items ordered are suddenly unavailable.
• Store Unavailable: The merchant closes unexpectedly.
• Technical Issue: System failures or delivery partner unavailability.

In all the above cases, a 100% refund is initiated automatically.

3. Refund Eligibility

You may be eligible for a refund if you experience the following issues upon delivery (must be reported within 24 hours):

• Wrong Product: The delivered item does not match your order.
• Damaged Product: Items arrived broken, spilled, or spoiled.
• Missing Item: An item billed in your invoice was not delivered.
• Failed/Duplicate Payment: Money deducted but order failed, or charged twice.

* Photographic evidence is required for damaged, wrong, or missing item claims.

4. Refund Timelines

Once a refund is approved, it will be credited to the original payment source within the following estimated timelines:

• UPI: 1 to 3 Business Days
• Debit / Credit Cards: 5 to 7 Business Days
• Net Banking: 5 to 7 Business Days
• Gaonly Wallet: Instant (if applicable)

5. Partial Refund Rules

If only a specific item from a larger order is missing, damaged, or out of stock, Gaonly will process a Partial Refund solely for the value of the affected item. Delivery fees are non-refundable in partial refund scenarios.

7. Dispute Resolution Process

If you disagree with a refund decision, you can escalate the issue through the "Help & Support" section in the app. Our grievance team will review the delivery partner's logs, merchant confirmation, and your evidence to make a final binding decision.

8. Contact Us

For refund-related queries, please email us at gaonlymart@gmail.com.

1. Service Areas & Delivery Radius

Gaonly operates as a hyperlocal platform. Delivery services are strictly restricted to designated service areas and pincodes. Users can only place orders with merchants located within a specific delivery radius (typically 5 to 10 kilometers) from their requested delivery address to ensure freshness and quick commerce speeds.

2. Delivery Timelines

We strive to deliver orders as quickly as possible. However, the Estimated Time of Arrival (ETA) displayed on the app is an approximation. Actual delivery times may vary due to merchant preparation time, traffic density, weather conditions, and partner availability.

3. Delivery Charges & Fees

Delivery charges are calculated dynamically based on distance, order value, and time of day. In addition, the following may apply:

• Platform Fees: A nominal charge for app maintenance and support.
• Surge Charges: Applied during periods of high demand to ensure partner availability.
• Rain/Weather Charges: Applied during adverse weather conditions to fairly compensate delivery partners taking extra risks.
• Festival Charges: May apply during major regional or national festivals.

4. Delayed Deliveries

If an order is significantly delayed beyond the estimated timeframe, customers can track the delivery partner live on the app or contact customer support. Gaonly is not liable for delays caused by factors outside our direct control (e.g., strikes, road closures, severe weather).

6. Contactless Deliveries

Customers may opt for contactless delivery by instructing the partner to leave the package at the door or gate. However, Gaonly is not responsible for the package's safety once it has been dropped off at the specified location.

7. OTP Verification At Delivery

For high-value orders or specific user accounts, an OTP (One-Time Password) may be sent to the customer’s phone. This OTP must be provided to the delivery partner to successfully receive the order, ensuring secure handover.

8. Responsibilities

Customer Responsibilities

• Provide an accurate and complete delivery address.
• Answer calls from the delivery partner for gate access or directions.
• Ensure payment is ready for Cash on Delivery (COD) orders.

Merchant Responsibilities

• Package items securely to prevent spillage or damage during transit.
• Hand over the correct order to the assigned delivery partner promptly.

Delivery Partner Responsibilities

• Handle the package with care.
• Follow the most efficient route.
• Communicate politely with the customer.

9. Liability Limitations

Gaonly simply provides the technology platform to connect the customer, merchant, and independent delivery partner. We do not assume direct liability for the actions of independent delivery partners, though we enforce strict quality standards and can suspend partners who violate guidelines.

At Gaonly, we respect your privacy and data autonomy. This Account Deletion Policy outlines your rights and the procedures for requesting the deletion of your account and associated data across our Customer App, Delivery Partner App, and Merchant Portal, in compliance with the Digital Personal Data Protection Act (India) and Google Play Store User Data policies.

2. How To Delete Your Account

To initiate the deletion process:

1. Open the Gaonly App.
2. Navigate to the Profile screen.
3. Scroll down to the Account Settings section.
4. Tap on the red Delete My Account button.
5. Review the warning prompt, and confirm your request.

3. Verification Process

To prevent accidental deletions or unauthorized requests, you may be required to verify your identity by entering an OTP sent to your registered mobile number before the deletion request is accepted.

5. Information Deleted

Once processed, the following personal information will be permanently removed from our active operational databases:

• Profile photos and display names.
• Saved delivery addresses and GPS coordinates.
• Device identifiers and app usage metadata.
• Stored payment methods (if any).

6. Information Retained (Legal Retention Requirements)

We do not permanently delete all records immediately due to regulatory and legal obligations. Certain transactional records may be retained for legal, fraud prevention, taxation, audit, and regulatory compliance purposes. This retained data is archived securely and includes:

• Financial transaction history (invoices, payments, refunds) as required by tax laws.
• Phone numbers associated with fraudulent activities or banned accounts (to prevent them from signing up again).
• Customer support dispute logs.

This archived data is strictly isolated and not used for marketing or active profiling.

7. Delivery Partner Deletion Requests

Delivery partners requesting account deletion must first ensure that all outstanding payouts are cleared and company assets (like delivery bags) are returned. Financial records of payouts and KYC data (like Aadhaar/PAN) will be retained as per labor and tax compliance laws in India.

8. Merchant Deletion Requests

Merchants wishing to delist their store and delete their account must contact merchant support. Deletion is subject to the clearance of all pending dues to Gaonly and fulfillment of pending customer orders. Business registration records will be archived for tax compliance.

9. Contact Us

If you face issues utilizing the in-app deletion feature, you can email a formal deletion request from your registered email address to gaonlymart@gmail.com.

We are here to help! Whether you are a customer, merchant, or delivery partner, the Gaonly team is ready to assist you.

Support Categories

Complaint Resolution Process

We take every complaint seriously. Here is how we handle them:

1. Submission: Raise a ticket via the "Help" section in the app or email us directly.
2. Acknowledgment: You will receive an automated response with a ticket ID within 24 hours.
3. Investigation: Our team reviews logs, contacts partners, and verifies evidence.
4. Resolution: We aim to resolve most issues (including refund approvals) within 48 to 72 working hours.

Escalation Process

If you are not satisfied with the initial resolution provided by our support agents, you can escalate the ticket by replying to the same email thread with "ESCALATE" in the subject line. Your case will be reviewed by a Senior Grievance Officer.

Frequently Asked Questions (FAQ)

Contact Form

Note: If you are unable to use email, you may use the "Help & Support" chat feature directly inside the Gaonly mobile application for faster real-time assistance.