Please read these Terms & Conditions carefully before placing an order or using our Services. By accessing our platform or placing an order, you agree to be bound by these Terms.
1. Introduction
Welcome to The Northeasty, a cloud kitchen operating in Delhi, India, that proudly serves authentic cuisine from the eight states of Northeast India. These Terms & Conditions (“Terms”) govern your use of our website, mobile application, and any services we provide, including food ordering and delivery (collectively, “Services”).
These Terms constitute a legally binding agreement between you (“User”, “Customer”, or “you”) and The Northeasty. If you do not agree to these Terms, you must not use our Services.
2. Eligibility and Account Registration
2.1 Eligibility
To use our Services, you must:
• Be at least 18 years of age, or have the consent of a parent or legal guardian
• Be located within our active delivery zones in Delhi at the time of placing an order
• Provide accurate, current, and complete information when creating an account or placing an order
• Have a valid and active payment method
2.2 Account Registration
Certain features of our Services may require you to register an account. You are responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account. You must notify us immediately at support@northeasty.com if you suspect any unauthorised use of your account.
We reserve the right to suspend or terminate accounts that violate these Terms, contain false information, or are used for fraudulent purposes.
3. Food Orders and Availability
3.1 Placing an Order
When you place an order through our platform or a third-party aggregator (such as Swiggy or Zomato), you are making an offer to purchase the selected items. An order is confirmed only upon receipt of a confirmation notification from us or the relevant aggregator platform.
3.2 Menu and Availability
• Menu items, prices, and availability are subject to change without prior notice.
• Some dishes may be seasonal or limited in availability, reflecting the authentic ingredients sourced from Northeast India.
• We make every effort to indicate allergen information and dietary preferences on our menu, but we cannot guarantee a completely allergen-free environment as our kitchen handles a variety of ingredients.
• Images on our platform are for illustrative purposes only and may vary from the actual dish served.
3.3 Order Modifications and Cancellations
Once an order is confirmed and preparation has begun, modifications or cancellations may not be possible. If you wish to cancel an order, please contact us immediately at support@northeasty.com or via the platform through which you placed the order. Refunds for cancelled orders are subject to our Refund Policy in Section 6.
4. Pricing and Payment
4.1 Pricing
All prices listed on our platform are in Indian Rupees (INR) and are inclusive of applicable taxes unless stated otherwise. Delivery charges, packaging fees, or platform convenience fees may be applied separately and will be displayed at checkout before you confirm your order.
We reserve the right to change prices at any time. The price applicable to your order is the price displayed at the time of order confirmation.
4.2 Payment Methods
We accept payments via the following methods:
• UPI (Unified Payments Interface)
• Credit and Debit Cards (Visa, Mastercard, RuPay)
• Net Banking
• Digital Wallets (Paytm, PhonePe, etc.)
• Cash on Delivery (where available and at our discretion)
4.3 Payment Security
All online payments are processed through PCI-DSS compliant third-party payment gateways. We do not store your full card or banking details on our servers. By providing payment information, you represent that you are authorised to use the payment method provided.
4.4 Failed Transactions
In the event of a payment failure, your order will not be processed. If an amount has been debited from your account without order confirmation, it will be refunded to the original payment source within 5-7 business days. Please contact us if you do not receive your refund within this period.
5. Delivery
5.1 Delivery Zones
We currently deliver within select areas of Delhi. Delivery availability is determined at the time of order placement based on your provided address. We reserve the right to modify our delivery zones at any time.
5.2 Estimated Delivery Time
Estimated delivery times are provided as a guide only and are not guaranteed. Delivery times may be affected by factors beyond our control, including traffic conditions, adverse weather, high order volumes, or other unforeseen circumstances. We will endeavour to notify you of any significant delays.
5.3 Delivery Responsibility
• You are responsible for providing an accurate and accessible delivery address.
• Someone must be available to receive the order at the time of delivery.
• If a delivery attempt is unsuccessful due to an incorrect address or unavailability of the recipient, we reserve the right to cancel the order without a refund.
• Risk of loss or damage to food passes to you upon delivery to the provided address.
5.4 Third-Party Delivery
We may use third-party logistics partners to facilitate delivery. These partners are independent contractors, and we are not responsible for their conduct beyond the delivery of your order. If you face any issues with the delivery experience, please contact us and we will work with the relevant partner to resolve the matter.
6. Cancellation and Refund Policy
6.1 Cancellation by Customer
You may request cancellation of an order within 5 minutes of placing it, provided preparation has not yet commenced. To cancel, contact us immediately via the platform or at support@northeasty.com. Cancellations after preparation has begun will not be eligible for a refund.
6.2 Cancellation by The Northeasty
We reserve the right to cancel an order due to:
• Unavailability of ordered items
• Technical or operational issues beyond our control
• Suspected fraudulent activity
• Delivery zone or address issues
In such cases, you will be notified promptly and a full refund will be issued to your original payment method within 5-7 business days.
6.3 Refunds for Quality Issues
If you receive an order that is incorrect, incomplete, or of unsatisfactory quality, please contact us within 2 hours of delivery with supporting photographs. We will assess the complaint and, at our sole discretion, offer one of the following resolutions:
• A partial or full refund to your original payment method
• A credit note or coupon for future orders
• A replacement order (subject to availability and operational feasibility)
We do not accept returns of food items. All complaints regarding food quality must be raised within the stipulated 2-hour window.
6.4 Non-Refundable Situations
• Change of mind after order preparation has commenced
• Failure to collect or receive the order due to incorrect address or absence
• Dissatisfaction based solely on personal taste preferences
• Delays caused by factors outside our reasonable control
7. Food Safety and Allergen Information
Northeasty is committed to maintaining the highest standards of food safety and hygiene in compliance with the Food Safety and Standards Authority of India (FSSAI) regulations.
Our kitchen handles a wide variety of ingredients including common allergens such as gluten, dairy, nuts, eggs, soy, and shellfish.
While we take precautions, we cannot guarantee the complete absence of allergens in any dish due to the risk of cross-contamination in our shared kitchen environment.
Customers with severe allergies or dietary restrictions are advised to exercise caution and contact us directly before placing an order to discuss their specific requirements.
Nutritional and caloric information provided is approximate and may vary based on natural variation in ingredients and preparation.
8. Intellectual Property
All content on The Northeasty platform, including but not limited to text, graphics, logos, menu designs, food photography, recipes, and software, is the exclusive property of The Northeasty or its licensors and is protected under applicable Indian intellectual property laws.
You may not copy, reproduce, distribute, modify, create derivative works from, or commercially exploit any content from our platform without our express prior written consent. Any unauthorised use of our brand name, logo, or proprietary content may result in legal action.
9. User Conduct
By using our Services, you agree not to:
• Use our Services for any unlawful, fraudulent, or malicious purpose
• Submit false, misleading, or defamatory reviews or feedback
• Attempt to gain unauthorised access to our systems or another user’s account
• Use automated tools (bots, scrapers, or similar technologies) to access or extract data from our platform
• Interfere with or disrupt the integrity or performance of our Services
• Harass, threaten, or abuse our staff, delivery partners, or other users
We reserve the right to suspend or permanently ban any user found in violation of these provisions, without prior notice and without liability.
10. Disclaimers and Limitation of Liability
10.1 Service Disclaimer
Our Services are provided on an “as is” and “as available” basis. We do not warrant that our platform will be error-free, uninterrupted, or free of viruses or other harmful components. We reserve the right to suspend or discontinue any aspect of our Services at any time without notice.
10.2 Limitation of Liability
To the maximum extent permitted under applicable Indian law, The Northeasty and its directors, employees, and partners shall not be liable for:
• Any indirect, incidental, special, or consequential damages arising from your use of our Services
• Loss of profits, data, goodwill, or business opportunities
• Damages resulting from circumstances beyond our reasonable control (force majeure events), including natural disasters, strikes, or government actions
• The actions or omissions of third-party delivery or payment partners
Our total aggregate liability to you for any claim arising out of or related to these Terms or your use of the Services shall not exceed the amount paid by you for the specific order giving rise to the claim.
11. Third-Party Aggregator Platforms
Northeasty is listed on third-party food delivery platforms (“Aggregators”) such as Swiggy and Zomato. When you place an order through an Aggregator:
• The Aggregator’s own Terms & Conditions and Privacy Policy govern your interaction with their platform.
• The Northeasty is responsible only for the preparation and quality of the food ordered.
• Customer support for delivery, payment, and app-related issues on an Aggregator platform should be directed to that platform.
• Pricing, offers, and availability may differ across platforms and our direct ordering channel.
12. Governing Law and Dispute Resolution
12.1 Governing Law
These Terms shall be governed by and construed in accordance with the laws of India. Any disputes arising under or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts located in Delhi, India.
12.2 Dispute Resolution
In the event of a dispute, you agree to first attempt to resolve the matter informally by contacting our Grievance Officer (see Section 14). If the dispute cannot be resolved within 30 days, either party may escalate to the appropriate legal forum.
Nothing in this clause limits your rights to approach consumer courts under the Consumer Protection Act, 2019 or other applicable statutory forums.
13. Amendments to These Terms
We reserve the right to modify, update, or replace these Terms at any time. Changes will take effect from the date of publication on our platform. We will notify you of material changes via email or a prominent notice on our website or app. Your continued use of our Services after the updated Terms have been published constitutes your acceptance of the revised Terms.
We encourage you to periodically review these Terms to stay informed of any changes.
14. Grievance Officer and Contact
In compliance with the Consumer Protection (E-Commerce) Rules, 2020, and the Information Technology Act, 2000, we have designated a Grievance Officer for the redressal of your concerns:
Grievance Officer – The Northeasty
Address: Humayunpur, Safdarjung Enclave, Delhi, India
Email: grievance@northeasty.com
Support Email: support@northeasty.com
Response Time: Acknowledgement within 48 hours; Resolution within 30 days
15. Miscellaneous
Severability: If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.
Waiver: Our failure to enforce any right or provision of these Terms shall not be deemed a waiver of such right or provision.
Entire Agreement: These Terms, together with our Privacy Policy, constitute the entire agreement between you and The Northeasty with respect to your use of our Services.
Assignment: You may not assign your rights or obligations under these Terms without our prior written consent. We may assign our rights without restriction.
Language: These Terms are written in English. In the event of any conflict between an English version and a translated version, the English version shall prevail.
Thank you for choosing The Northeasty.
We bring the soul of Northeast India to your doorstep — one meal at a time. 🙂