Terms of Service — HamaraSetu

Effective date: May 22, 2026 Last updated: May 22, 2026

These Terms of Service ("Terms") govern your use of the HamaraSetu mobile application ("the App"). By using the App, you agree to these Terms. If you do not agree, please do not use the App.

If you have any questions, contact us at: sarastacklabs@gmail.com

1. Who we are

HamaraSetu is a mobile application that connects customers with local kirana (grocery) shops in India, with optional delivery via independent delivery partners. The App is currently operated by Sara Stack Labs. HamaraSetu is in beta and not yet available to the general public.

We are a marketplace platform. We do not own, stock, or sell the products listed in the App. Each shop owner sets their own prices, manages their own inventory, and is responsible for the quality of the goods they sell.

2. Acceptance of these Terms

You accept these Terms by:

• Tapping "Send OTP" on the sign-in screen, or
• Continuing to use the App after a material update to these Terms (we notify you in-app when that happens — see §12 below).

If you are using the App on behalf of a shop or a delivery business, you confirm that you have authority to bind that entity to these Terms.

3. Your account

3.1 Phone number and OTP

Your phone number is your account identifier. The one-time password (OTP) we send during sign-in is the credential that proves you own that number.

You are responsible for:

• Keeping your OTP confidential — never share it with anyone, including someone claiming to be from HamaraSetu support.
• Keeping your phone number current. If you change numbers, contact us to migrate your account.
• All activity that occurs under your phone number until you sign out or notify us of unauthorized access.

3.2 One shop per owner

Each shop owner may operate one shop on HamaraSetu. This is enforced server-side. Attempting to register multiple shops under a single account, or under separate accounts controlled by the same person, is a violation of these Terms and may result in suspension of all related accounts.

3.3 Account types

The App supports four account roles:

• Customer — places orders.
• Shop owner — operates one shop, manages menu and orders.
• Delivery partner — accepts and delivers orders from any shop.
• Admin — HamaraSetu operations team. Customer accounts cannot self-elevate to admin.

Your role is provisioned by HamaraSetu and cannot be changed by you. Contact support if you need to switch roles.

4. Permitted use

You may use the App to:

• As a customer: browse shops, place orders, pay for and receive groceries, rate and review shops.
• As a shop owner: list your menu, accept orders, fulfil them honestly, communicate with customers and delivery partners.
• As a delivery partner: accept available pickups, deliver them in good faith, communicate honestly with customers and shops.

All users agree to act in good faith, treat each other with respect, and follow Indian law.

5. Prohibited use

You may not use the App to:

• Defraud another user (e.g. take payment and not deliver, accept an order with no intent to fulfil, claim a delivery you did not make).
• Impersonate another person or entity, or use a phone number you do not own.
• Scrape, mirror, or reverse-engineer the App, the API, or the data it surfaces.
• Use automation, bots, or scripts to interact with the App without our written permission.
• Upload offensive, illegal, or copyright-infringing content (including product images, shop names, or reviews).
• Circumvent the one-shop-per-owner limit, geographic limits, or any other server-side restriction.
• Interfere with the operation of the App (denial-of-service, spammy retries, abuse of OTP issuance, etc.).

We reserve the right to suspend or terminate any account that we reasonably believe is engaged in prohibited use.

6. Orders, payments, and refunds

6.1 Order placement

Placing an order creates a binding request to purchase the items in your cart from the selected shop at the listed prices.

6.2 Payment methods

HamaraSetu supports two payment methods:

• Cash on Delivery (COD) — pay the delivery partner directly on receipt.
• Online payment via Razorpay — UPI, card, net banking, and wallet options handled by Razorpay. HamaraSetu never sees or stores your card or bank details — see our Privacy Policy §2.5.

6.3 Self-cancellation

You may cancel a pending online-payment order within 2 minutes of placing it if the shop has not yet accepted. After acceptance, cancellation requires contacting the shop or HamaraSetu support. COD orders may be cancelled until the shop accepts.

6.4 Refunds

For online-payment orders that we cancel (out-of-stock items, shop non-acceptance, delivery failure), refunds are initiated via Razorpay and typically credit back to your original payment method within 5–7 business days. Refunds for items received but defective are handled case-by-case by HamaraSetu support — email us with the order ID and a photo.

See our Privacy Policy §payment for details on payment data handling.

7. Pricing and availability

Prices in the App are set by individual shop owners and may change without notice. The price displayed at checkout is the price you pay (plus delivery fees if any).

Inventory is dynamic — items shown as available at browse time may be out of stock by the time the shop processes your order. When this happens, the shop follows your substitution preference (set at checkout):

• Call me — the shop phones you to discuss.
• Replace — the shop substitutes a comparable item.
• Refund — the shop refunds the missing item.

This preference is captured per-order; the default for legacy orders is "Call me".

8. Delivery

Delivery is performed by independent delivery partners, not employees of HamaraSetu. We do not employ, dispatch, or control delivery partners directly; the App matches them to available pickups.

Delivery time estimates ("Ready by HH:MM", "expected delivery in X minutes") are good-faith estimates based on the shop's signal and recent partner activity. Delays do not give rise to penalty claims against HamaraSetu, the shop, or the delivery partner, except in cases of clear bad faith (e.g. delivery partner accepted a pickup and never collected it, despite repeated reminders).

If your order is materially late or never arrives, contact HamaraSetu support; we mediate refunds in good faith.

9. Content, ratings, and reviews

When you submit a rating or review through the App:

• You grant HamaraSetu a perpetual, worldwide, royalty-free, non-exclusive licence to display, store, and aggregate that content for the purpose of operating the App (showing star averages on shop cards, displaying review text on the shop's detail page, computing platform-wide quality metrics).
• You retain ownership of your review.
• You confirm the content is your own honest experience and does not contain false claims, hate speech, or personal attacks.

We may moderate or remove reviews that violate these Terms or that appear to be coordinated review manipulation.

10. Liability disclaimer

HamaraSetu is a marketplace and technology platform. We are not a seller of groceries and we do not employ delivery partners.

To the maximum extent permitted by Indian law:

• The App is provided "as is" without warranties of any kind, express or implied, including warranties of merchantability or fitness for a particular purpose.
• HamaraSetu is not liable for the quality, safety, or accuracy of the products listed by shops. Product disputes (defective, expired, wrong item) are between the customer and the shop; we mediate in good faith but do not guarantee any outcome.
• HamaraSetu is not liable for the actions of delivery partners beyond the App's matching and tracking functions.
• Our total liability to you for any claim arising out of your use of the App is limited to the value of the order in question, or ₹1,000, whichever is lower.

Nothing in these Terms limits or excludes any liability that cannot be limited or excluded under applicable Indian law.

11. Termination

11.1 Termination by you

You may stop using the App at any time. To delete your account and personal data, email sarastacklabs@gmail.com with the subject "Delete my account" from your registered phone number's associated email (or include the phone number in the body). We process such requests within 30 days, subject to the order-history retention requirement noted in the Privacy Policy §5.

11.2 Termination by us

We may suspend or terminate your account immediately if we reasonably believe you are engaged in prohibited use (§5), have provided false information, or are violating Indian law. Where possible we notify you of the reason; in clear-fraud cases we may terminate without notice.

12. Changes to these Terms

We may update these Terms from time to time. When we do, we will:

• Update the "Last updated" date at the top of this document.
• For material changes (anything that meaningfully affects your rights or obligations), notify you via in-app push and a banner on next launch.

Continued use of the App after a material update constitutes acceptance of the revised Terms. If you do not accept, you may stop using the App and request account deletion.

13. Governing law and dispute resolution

These Terms are governed by the laws of India. Any dispute arising out of or in connection with these Terms or your use of the App will be subject to the exclusive jurisdiction of the courts in Faridabad, Haryana, without regard to conflict-of-laws principles.

Before initiating any legal action, you agree to first email us at sarastacklabs@gmail.com so we can attempt to resolve the issue informally.

14. Contact us

For any questions about these Terms, or to report a violation, contact us at:

Email: sarastacklabs@gmail.com

These Terms are provided for the HamaraSetu beta program. They will be updated for general availability with additional disclosures required by Apple App Store, Google Play, and other distribution channels.