Terms and condition
Terms and Conditions
Last updated: October 26, 2026
Welcome to Moziilo. These Terms and Conditions ("Terms") govern your access to and use of the Moziilo mobile application and website (collectively, the "Platform"), operated by Moziilo ("Company", "we", "us", or "our"), located in Gujarat, India.
1. Acceptance of Terms
By downloading, registering, accessing, or using our Platform, you agree to be bound by these Terms and our Privacy Policy. If you do not agree with any part of these Terms, you must not access or use the Platform.
2. Services Provided
Moziilo operates as an online marketplace and technology platform that connects customers with independent restaurant partners, cloud kitchens, and food vendors ("Restaurant Partners") to order prepared food and beverages. The Platform facilitates order placement, digital payments, order routing, and delivery logistics through independent delivery personnel ("Delivery Partners").
3. Eligibility
You must be at least 18 years of age and legally competent to enter into a binding contract under applicable laws (including the Indian Contract Act, 1872). By using the Platform, you represent and warrant that you fulfill these eligibility requirements.
4. User Account & Security
To place an order, you must create an account by providing accurate, current, and complete details (name, active mobile number, delivery address).
Account verification is conducted via One-Time Password (OTP) sent to your registered mobile number.
You are solely responsible for maintaining the confidentiality of your login credentials and for all activities conducted under your account.
Moziilo reserves the right to suspend or terminate accounts that provide fraudulent information or engage in suspicious behavior.
5.Orders and Payments
Order Acceptance: All orders placed are subject to item availability, operational capacity, and acceptance by the respective Restaurant Partner.
Pricing & Transparency: Total order costs—including item prices, packing charges, applicable government taxes (GST), and delivery charges—are displayed before final checkout.
Payment Methods: Payments are processed through secure third-party payment gateways (UPI, debit/credit cards, net banking, mobile wallets) or via Cash on Delivery (COD), where supported.
COD Compliance: Moziilo reserves the right to restrict Cash on Delivery for accounts with a history of rejected deliveries or unverified contact information.
6. Cancellations and Refunds
Customer Cancellations: Orders can be cancelled free of charge only before the Restaurant Partner accepts and starts preparing the food. Once preparation begins, cancellations incur a cancellation fee up to 100% of the order value to cover kitchen and rider expenses.
Platform/Merchant Cancellations: If an order is cancelled by Moziilo or the Restaurant Partner due to stock-outs, technical errors, or delivery route limitations, full refunds are processed promptly.
Quality Issues & Missing Items: In the event of spilled packaging, missing items, or incorrect orders, complaints must be reported with supporting photos via in-app customer support within 15 minutes of delivery for refund evaluation.
Refund Settlement: Approved refunds will be credited back to your original payment method within 5 to 7 business days or instantly to your in-app wallet.
7. Delivery Terms
Estimated Times: Delivery time estimates displayed on the Platform are dynamic calculations based on kitchen preparation time, road traffic, distance, and weather. These are estimates, not guaranteed arrival times.
Customer Availability: You must be reachable at your registered phone number and present at the specified delivery address upon rider arrival. Unreachable orders after 10 minutes of arrival will be cancelled without refund eligibility.
8. Food Quality and Safety Disclaimer
Restaurant Responsibility: All listed Restaurant Partners are independent entities required to operate under valid FSSAI regulations. The preparation, ingredients, quality, portion size, packaging, hygiene, and freshness of food items are the sole responsibility of the Restaurant Partner.
Allergen Notice: Moziilo does not guarantee allergen-free environments. Customers with food allergies or dietary restrictions must confirm directly with the restaurant before ordering.
9. Use of the Platform
You agree not to:
Use the Platform for any unlawful, misleading, or fraudulent purpose.
Provide false delivery locations or fictitious contact details.
Abuse, harass, or endanger Delivery Partners or support staff.
Reverse engineer, decompile, or attempt to extract the source code or API endpoints of the Platform.
Use automated scrapers, bots, or scripts to monitor or capture platform content and pricing.
10. Intellectual Property
All proprietary content on the Platform—including trademarks, brand logos, user interfaces, visual design, text, software code, and graphics—is the property of Moziilo and is protected under applicable intellectual property laws. Unauthorized reproduction or exploitation is strictly prohibited.
11. Third-Party Links & Services
The Platform may display integrations, links, or redirection to third-party services (such as external map services, SMS gateways, and payment aggregators). Moziilo does not control, endorse, or accept responsibility for third-party terms, content, or transaction failures outside our direct systems.
12. Disclaimers
The Platform is provided on an "as is" and "as available" basis without warranties of any kind, whether express or implied.
Moziilo does not warrant that app functions will be uninterrupted, bug-free, or entirely secure from temporary server downtime.
Moziilo functions as an intermediary facilitator and assumes no liability for the independent acts, omissions, or delays of restaurants or delivery personnel.
13. Limitation of Liability
To the maximum extent permitted by applicable Indian law, Moziilo, its owners, directors, and employees shall not be liable for any direct, indirect, incidental, punitive, or consequential damages resulting from your use of the Platform, food quality issues, or delayed deliveries. In all events, Moziilo’s maximum liability is strictly limited to the transaction amount paid by you for the disputed order.
14. Indemnification
You agree to indemnify, defend, and hold harmless Moziilo, its founders, affiliates, and employees from any claims, losses, liabilities, costs, or damages (including legal fees) arising from your breach of these Terms, misuse of the Platform, or violation of applicable laws.
15. Modifications to Terms
We reserve the right to revise, update, or replace these Terms at any time. Changes will be posted directly within the Platform along with an updated effective date. Continued access or use of Moziilo following updates constitutes your acceptance of the revised Terms.
16. Governing Law and Jurisdiction
These Terms shall be governed by, interpreted, and construed in accordance with the laws of India. Any disputes or legal proceedings arising out of or related to these Terms or the Platform shall fall under the exclusive jurisdiction of the competent courts in Navsari / Surat Jurisdiction, Gujarat, India.
17. Contact Us & Grievance Redressal
For customer assistance, order issues, or grievances related to these Terms, contact our grievance team at:
Brand Name: Moziilo
Email: support@moziilo.com
Registered Location: Gujarat, India