Terms of Service

By using Palateflow, including browsing a storefront, placing an order, creating an account or using the restaurant dashboard, you agree to these terms. If you don't agree, please don't use Palateflow.

You must be 18 or over to create an account or pay on Palateflow, or use it with the involvement of a parent or guardian.

Palateflow is a technology platform. We provide restaurant storefronts, online ordering, payments, rewards and the dashboard restaurants use to run their business.

When you order food, you are buying it from the restaurant, not from Palateflow. The restaurant sets its menu and prices, prepares the food and, where it offers delivery, delivers it. The restaurant is responsible for the food and its service.

Diners sign in with a one-time code sent by WhatsApp or SMS, or with Google. Restaurant owners and staff sign in to their own dashboard accounts.

Keep your sign-in codes and passwords private. You are responsible for what happens on your account, so give accurate details and keep them up to date. If you think someone else has used your account, email support@palateflow.com straight away.

• Each restaurant sets its own menu, prices, photos, availability, opening hours and delivery areas. Photos are for illustration, and the dish you are served may look different.
• Taxes and any charges the restaurant applies, such as packaging or delivery, are shown at checkout before you pay. The checkout total is the amount you pay.
• A restaurant may decline or cancel an order, for example if an item has run out. If you paid online for that order, you get a full refund.
• Tell the restaurant about any allergy or dietary need before you order. Veg and non-veg marks and ingredient details are provided by the restaurant.

You can pay online, or at the counter where the restaurant allows it. Online payments are processed by our payment partner, Razorpay, through Palateflow's payment account, and the amount for your order is passed on to the restaurant. Razorpay's own terms also apply to your payment.

We will never ask for your card PIN, UPI PIN or a one-time code over a call or chat.

You can cancel an order from its tracking page until the restaurant starts preparing it. After that, please contact the restaurant.

If an order you paid for online is cancelled, by you or by the restaurant, the refund goes back to your original payment method. Our Refund & Cancellation Policy explains the timelines and how to raise a problem with an order.

• Your wallet can hold cashback from restaurants and credit from gift cards.
• Cashback from a restaurant can only be spent at that restaurant. Gift card credit can be spent at any restaurant on Palateflow.
• You can use your wallet balance towards an order at checkout. It is not a bank account, earns no interest, and can't be withdrawn as cash or transferred to someone else.
• Cashback may come with its own conditions or expiry, shown when you receive it and in your account.
• We may reverse wallet credit that was given by mistake or obtained through fraud or misuse.

• You earn points on eligible orders, as shown in your account. Points have no cash value and can't be sold or transferred.
• Points may expire 12 months after they are earned, as shown in your account.
• You can spend points in the Palateflow rewards store on vouchers and physical gifts. Rewards depend on availability, and each one may have its own conditions, such as a validity period or the restaurants where a voucher can be used.
• Physical gifts are sent to the address you give at checkout, so please check it carefully.
• If a reward order is cancelled before it is dispatched, the points are returned to your account.
• We may change the rewards on offer, or how points are earned, at any time. Points already in your account stay valid until they expire.

• Gift cards are bought online and credited to the recipient's Palateflow wallet as soon as the payment succeeds.
• Gift card credit can be spent at any restaurant on Palateflow. It can't be exchanged for cash.
• Gift cards are non-refundable once credited, except where the law requires a refund.
• Please check the recipient's details before you pay. Credit sent to the wrong person may not be recoverable.

• Palateflow Gold is a paid membership for diners, available as Monthly (₹199), Quarterly (₹499) or Annual (₹1,499).
• Gold does not renew automatically. You pay once for each period, and your membership ends when the period ends unless you buy it again.
• Gold perks apply only at partner restaurants that have opted in to Gold. Each restaurant's perks and conditions are shown on its page and in your account. Restaurants can join or leave Gold, so the partners and perks may change during your membership.
• Gold is personal to you and can't be shared or transferred.
• Gold refunds are covered in our Refund & Cancellation Policy.

When you use Palateflow, you agree not to:

• Place fake, prank or fraudulent orders, or orders you don't intend to collect or pay for.
• Misuse offers, referral codes, cashback, points or gift cards, for example by creating several accounts.
• Post reviews that are false, abusive or not based on a real experience.
• Harass restaurant staff, delivery riders or other users.
• Try to break, overload, copy or get unauthorised access to Palateflow, or get around its security or limits.
• Use Palateflow for anything unlawful.

We may cancel orders, suspend or close accounts, and remove wallet credit, points or rewards obtained in breach of these terms.

Restaurants use Palateflow on a paid subscription. Our plans are Counter, Starter, Growth and Chain, billed monthly or yearly. The features and limits of each plan are shown on our pricing page and in your dashboard.

We improve Palateflow all the time and may add, change or retire features. If a change would significantly reduce what your plan includes during a period you have already paid for, we will tell you in advance.

• Subscriptions are paid in advance for the monthly or yearly period you choose, at the prices shown on our pricing page. GST and other applicable taxes are charged as shown on your invoice.
• To keep your account active, pay for each new period before the current one ends. If a payment is overdue, we may limit or suspend your account until it is paid.
• WhatsApp and SMS messages sent from your account use prepaid messaging credit, charged separately at the rates shown in your dashboard.
• For invoices and billing questions, email billing@palateflow.com.

When your diners pay online, Palateflow collects the payment through Razorpay and settles the amount due to you to your registered bank account, as set out in your dashboard and onboarding agreement.

When a paid order is cancelled, the refund is recorded as refund due and returned to the diner's original payment method. Refunds for orders you cancel or agree to refund may be adjusted against amounts due to you.

As a restaurant, you are responsible for:

• The food and drink you sell, including its quality, safety, hygiene, labelling, allergen information and veg or non-veg marking.
• Holding valid licences and registrations, including your FSSAI licence and any trade or health licences you need.
• Charging, collecting and paying GST and other taxes correctly on your sales, and making sure the tax details in your account are correct.
• Keeping your menu, prices, availability, opening hours and delivery areas accurate.
• Honouring orders you accept, and handling diner complaints, cancellations and refunds fairly and promptly.
• Using diner data you receive lawfully and in line with our Privacy Policy, and sending promotional messages only to diners who have agreed to receive them.
• Keeping staff logins secure, and removing access for staff who leave.

You keep ownership of the menus, photos, logos and other content you upload. You give us a non-exclusive, royalty-free licence to host, display, translate and adapt that content to run Palateflow, including on your storefront and in our restaurant directory.

You confirm that you have the right to use everything you upload and that it is accurate and lawful. We may remove content that breaks these terms or the law.

You can stop using Palateflow at any time by not paying for the next period, or ask us to close your account by emailing billing@palateflow.com. Your access continues until the end of the period you have paid for. Before your account is closed, you can ask us for an export of your data.

We may suspend or close an account that breaks these terms, puts diners at risk, or has payments overdue for a long time.

We work hard to keep Palateflow running, but we can't promise it will always be available or free of errors. Planned maintenance, problems at our providers (such as payment, messaging or hosting partners) or events outside our control may interrupt the service.

Palateflow is provided “as is”. As far as the law allows:

• We are not responsible for the food, drink or service a restaurant provides. That is the restaurant's responsibility.
• We are not liable for indirect or consequential losses, such as loss of profit, business or data.
• For a restaurant, our total liability in any 12 months is limited to the subscription fees you paid us in those 12 months.
• For a diner, our total liability for an order is limited to the amount you paid through Palateflow for that order.

Nothing in these terms limits your rights under the Consumer Protection Act, 2019, or any liability that the law does not allow us to limit.

If you break these terms or the law and this leads to a claim against Palateflow, you agree to cover the reasonable losses and costs we incur as a result. For restaurants, this includes claims from diners or authorities about your food, licences or taxes.

These terms are governed by the laws of India. If you have a problem, please contact us first so we can try to resolve it informally.

Subject to that, the courts at Ahmedabad, Gujarat have exclusive jurisdiction over any dispute. This does not affect your right as a consumer to approach a consumer commission.

We may update these terms from time to time. We'll change the “last updated” date at the top of this page and, for significant changes, tell you on the site, in your dashboard or by message before they take effect. If you keep using Palateflow after a change takes effect, the updated terms apply.

• Diners and general questions: support@palateflow.com
• Restaurant billing: billing@palateflow.com
• Restaurants interested in Palateflow: partners@palateflow.com
• Privacy requests and complaints: grievance@palateflow.com (Grievance Officer, Wahenam International)

Wahenam International, Ahmedabad, Gujarat, India.