Terms & Conditions

These Terms & Conditions ("Terms") govern your access to and use of the eBasket mobile application (Android and iOS), the website www.e-basket.in, and all related services (together, the "Platform" or "Services") operated by eBasket ("eBasket", "we", "us", or "our").

By creating an account, browsing, or placing an order on the Platform, you agree to these Terms and to our Privacy Policy. If you do not agree, please do not use the Services.

1. Eligibility

• You must be at least 18 years of age and capable of entering into a legally binding contract under the Indian Contract Act, 1872 to use the Services.
• The Services are currently available only in select serviceable areas in India. Serviceability is determined by your delivery location; if no eBasket store serves your location, you will not be able to place an order.

2. Account Registration & Security

• Registration is by mobile number. You register and log in using a valid 10-digit Indian mobile number, verified through a One-Time Password (OTP) sent by SMS. No password is required.
• One customer account is associated with one mobile number. You are responsible for maintaining control of your mobile number and for all activity that occurs under your account.
• For security, repeated failed or excessive OTP requests will temporarily block OTP delivery to your number (currently up to 10 attempts, followed by a cooling-off period of approximately 1 hour).
• You agree to provide accurate and current information (name, delivery addresses, receiver contact details) and to keep it updated. Incorrect address or contact information may lead to failed or delayed deliveries, for which eBasket is not responsible.
• eBasket may suspend or terminate accounts involved in fraud, abuse, misuse of offers or coins, harassment of delivery partners or staff, or violation of these Terms.

3. Products, Pricing & Availability

• All prices are displayed in Indian Rupees (INR) and are inclusive of applicable GST and other taxes, unless expressly stated otherwise.
• Products may display an MRP and a selling price. You are always charged the selling price shown at the time you place the order; this price is recorded on your order and does not change afterwards, even if the catalogue price later changes.
• All products are subject to real-time stock availability at the store fulfilling your order. Items in your cart are not reserved until an order is placed (or, for online payments, until checkout begins — see Section 5).
• If an item in your basket is out of stock at the time of ordering, it will be excluded from the order (or the order will be refused), and you will be informed. You are never charged for items that cannot be fulfilled.
• Product images are for representation only. Actual packaging, weight and appearance may vary based on the batch supplied by the manufacturer.
• In case of an obvious pricing or catalogue error, eBasket reserves the right to cancel the affected order and issue a full refund of any amount paid.

4. Ordering & Order Splitting

• Orders are fulfilled from the eBasket store(s) nearest to your delivery location that currently stock your items and are open for business.
• Order splitting: If your basket can only be fulfilled by more than one store, it will automatically be split into separate orders — one per store. Each such order has its own order number, its own delivery, and its own delivery fee (Section 6). The total shown at checkout always reflects the final combined amount, so there are no surprises after payment.
• Stores observe business hours. When a store is closed you may browse, but orders cannot be placed until it reopens.
• An order moves through the following stages: Pending → Confirmed → Processing → Packaging → Out for Delivery → Delivered. An order may also end as Cancelled or Returned. You can track the live status of every order in the app.

5. Payments

We support the following payment methods:

5.1 How online (Pay Now) payments work

• When you choose online payment and tap Place Order, your items are reserved and a secure payment session is opened with Cashfree. Your order is created only after the payment succeeds.
• The reservation is held for a limited time (approximately 15 minutes). If payment is not completed within this window, the session expires, the reservation is released, and no order is created.
• If your payment fails, is declined, or you exit the payment screen, no order is created and no amount is due. If any amount was debited from your account despite the failure, it is automatically reversed by the payment gateway/your bank, typically within 5–7 business days.
• If you close the payment screen accidentally, you may retry the payment for the same reserved basket within the reservation window. Once the reservation lapses, simply place the order again.
• eBasket does not receive, process, or store your card numbers, CVV, UPI PIN, or banking passwords. All sensitive payment data is handled solely by Cashfree Payments, a PCI-DSS-compliant payment aggregator regulated in India.

5.2 Availability of online payments

Online payment may occasionally be unavailable (for maintenance or regulatory reasons). During such periods, Cash on Delivery and UPI at Delivery remain available.

5.3 COD & UPI-at-delivery settlement

For COD and UPI-at-delivery orders, payment is collected at the time of delivery and your order is marked paid upon delivery. Please keep the exact amount ready for cash payments.

6. Delivery

Delivery fees are calculated per order (see order splitting, Section 4) based on the order subtotal and the distance between the fulfilling store and your delivery location:

Where your coin balance is 20 coins or more, the standard ₹20 delivery fee applies for deliveries within 5 km (in place of the reduced ₹5/₹10 rates above); your coins can be applied at checkout to offset it in full (see Section 10). The exact delivery fee is always displayed before you confirm your order.

• Delivery time estimates shown in the app (typically 10–30 minutes depending on distance) are estimates only, not guarantees. Actual delivery times may vary due to weather, traffic, order volume, and other operational conditions.
• Please ensure that you or an authorised receiver is available at the delivery address. The delivery partner may capture a proof-of-delivery photograph of the handed-over order at your doorstep as delivery confirmation.
• If delivery fails because of an incorrect address, unreachable phone number, or receiver unavailability, the order may be marked as returned, and repeated instances may affect your ability to use COD.
• Deliveries are made only within the serviceable radius of eBasket stores. eBasket may add, modify, or withdraw serviceable areas at any time.

7. Cancellations

8. Refunds

• Refunds are processed to the original payment method wherever possible. Where a refund to source is not possible, we will process it via UPI or bank transfer after confirming your details with you.
• Coins redeemed on an order are always returned to your coin balance on cancellation or return — they are not converted to cash.
• If a refund has not reached you within the stated timeline, write to admin@e-basket.in with your order ID; we will share the refund reference details.

9. Returns, Replacements & Freshness Guarantee

• At the doorstep: Please check your order upon delivery. You may refuse the order (or a damaged/incorrect item) at the doorstep, and it will be taken back by the delivery partner and recorded as returned.
• After delivery: Given the nature of groceries and perishables, we do not accept general returns after delivery is accepted. However, if you receive an item that is damaged, expired, spoiled, incorrect, or short, report it within 24 hours of delivery to admin@e-basket.in (photos of the product and packaging help us resolve faster).
• Verified complaints are resolved with a replacement or a refund of the affected item(s), at your preference and subject to availability.
• Items that are used, partially consumed (except where consumption revealed the defect), or reported after 24 hours may not be eligible.

10. eBasket Coins (Rewards Program)

eBasket Coins are promotional reward points. 1 Coin = ₹1 discount on an eligible order.

• Reversals: If an order is cancelled or returned, coins you redeemed are refunded to your balance, and coins you earned on it are deducted. If earned coins were already spent, your balance will not go below zero.
• Coins have no cash value, cannot be transferred, sold, or exchanged for money, and are not payable on account deletion. eBasket may modify earn rates, caps, bonuses, or discontinue the program prospectively at any time, and may reverse coins obtained through fraud or abuse.

11. Invoices

A GST tax invoice (PDF) is generated automatically for every delivered order and is available for download from the order details screen in the app. The invoice reflects item-wise prices, the applicable tax breakup, and eBasket's GSTIN and FSSAI licence number (as required for food business operators under the Food Safety and Standards Act, 2006).

12. Reviews & Ratings

• You may rate and review only products you have actually received (from delivered orders), and rate your delivery experience. Reviews may include photos.
• You agree not to post content that is false, misleading, defamatory, obscene, infringing, or unrelated to the product. eBasket may moderate, edit, or remove reviews that violate these Terms.
• By posting a review, you grant eBasket a non-exclusive, royalty-free, perpetual licence to use, display, and reproduce it on the Platform and in promotional material.

13. Acceptable Use

You agree not to:

• Provide false information or impersonate others;
• Place orders with no intention of accepting them;
• Abuse offers, coins, promo codes, or referral mechanisms;
• Harass, threaten, or endanger delivery partners or staff;
• Probe, scrape, reverse-engineer, or interfere with the Platform, its APIs, or its security measures;
• Use the Platform for any unlawful purpose.

Violations may result in order cancellation, coin forfeiture, account suspension or termination, and legal action.

14. Intellectual Property

All content on the Platform — including the eBasket name and logo, app design, text, graphics, product curation, and software — is owned by or licensed to eBasket and protected under applicable intellectual property laws. Product names, brand names, and trademarks displayed in the catalogue belong to their respective owners and are used for identification only. No content may be copied, modified, or exploited without prior written consent.

15. Disclaimers & Limitation of Liability

• The Services are provided on an "as is" and "as available" basis. While we work hard to keep the Platform accurate and available, we do not warrant uninterrupted or error-free operation.
• Product information (ingredients, nutrition, images) is provided by manufacturers/suppliers; please read actual product labels before use, especially for allergens.
• To the maximum extent permitted by law, eBasket shall not be liable for indirect, incidental, special, or consequential damages. In any event, eBasket's total aggregate liability for any claim relating to an order shall not exceed the amount paid for that order.
• Nothing in these Terms limits rights available to you as a consumer under the Consumer Protection Act, 2019, that cannot be limited by contract.

16. Indemnity

You agree to indemnify and hold harmless eBasket, its owners, employees, and partners from claims, damages, and expenses (including reasonable legal fees) arising from your breach of these Terms, your misuse of the Services, or your violation of any law or third-party right.

17. Account Deletion & Termination

• You may request deletion of your account at any time from Profile → Delete Account in the app, or by emailing admin@e-basket.in from your registered contact.
• Deletion can be requested only when you have no ongoing orders — all orders must be delivered, cancelled, or returned first.
• Once a deletion request is submitted, the account is immediately blocked from logging in, and the deletion is reviewed and processed by our team within 30 days. To withdraw a deletion request before it is processed, contact support.
• Deletion is permanent. Any unused coins are forfeited (they have no cash value). Certain records (orders, invoices, payment and tax records) are retained as required by law — see the Privacy Policy.
• eBasket may suspend or terminate your access for violation of these Terms, with refunds for any paid, undelivered orders processed as per Section 8.

18. Delivery Partners

Delivery partners engaged by eBasket act as independent service providers for order fulfilment. They are bound by confidentiality obligations regarding customer information they access to fulfil deliveries (name, address, phone, order contents).

19. Communications

By using the Platform you consent to receive transactional communications — OTP SMS, order status push notifications, and service messages — via SMS, in-app, and push notifications. Push notifications can be disabled in your device settings; OTP SMS is required for login.

20. Changes to These Terms

We may update these Terms from time to time. The "Last updated" date at the top reflects the latest version. Material changes will be notified through the app or website. Continued use of the Services after changes take effect constitutes acceptance of the revised Terms.

21. Governing Law, Jurisdiction & Dispute Resolution

• These Terms are governed by the laws of India.
• Before initiating legal proceedings, you agree to first raise the dispute with us at admin@e-basket.in and allow 15 days for an amicable resolution.
• Subject to the above, courts at Tapi District, Gujarat shall have exclusive jurisdiction, without prejudice to any non-excludable consumer forum rights available to you under the Consumer Protection Act, 2019.

22. Severability

If any provision of these Terms is held invalid or unenforceable, the remaining provisions continue in full force and effect.

23. Contact Us

If you have any questions about these Terms & Conditions, please contact us: