CUSTOMER TERMS & PRIVACY NOTICE • VERSION V15-2026-06-24

Rasoo.in food, tiffin, delivery proof, credits & referral terms

These terms explain the app’s operational rules. They do not remove rights available under applicable law. For a public launch, have an India-qualified lawyer review the final business policy, privacy notice and refund timelines.

1. Account, OTP and plan start

A customer must provide an accurate mobile number and verify it by OTP before a tiffin subscription can start. Tiffin plans are prepaid and become Active only after the linked full payment is successfully recorded. Payment-pending plans do not enter the kitchen or delivery list. Where full payment is received after that day’s automatic planning has already run, the service start is moved to the next local service day so a meal is not silently lost.

2. Daily meals and meal count

For an Active paid plan, the system creates the scheduled daily lunch and/or dinner task under the selected plan, slot and food preference. The meal count is reduced when the daily delivery task is allocated. The customer portal shows the daily delivery code, plan balance and service record. There is no next-day customer confirmation or skip-notification workflow in this version of the service.

If the restaurant verifies that it failed to prepare or deliver the scheduled meal, it may restore the meal, provide replacement, issue Rasoo Credits or use another appropriate remedy.

3. Fixed address, slot and menu

The delivery address and location selected for an active tiffin plan remain locked until that plan’s end date, except where the restaurant approves an operational exception. The customer must keep building access, landmark and location information accurate before the plan starts. Weekly Veg and Non-Veg menus are planned menus; due to ingredient availability, safety or operational conditions, the restaurant may make a reasonable equivalent replacement.

4. Delivery proof, live tracking and code

For safety and service records, delivery partners may see the assigned delivery address, navigation link and task details but not the customer’s direct mobile number in their portal. The customer may see the rider’s route status and recent location only while a delivery is active. To mark delivery complete, the rider may be required to obtain the customer’s daily six-digit code, capture a sealed-tiffin photo using the device camera, and submit GPS location and time. These records are used for delivery confirmation, fraud prevention, support review and dispute resolution.

5. Feedback and support tickets

After a verified delivery, the portal may show food and delivery-partner feedback for 30 minutes. If no response is received, the feedback request closes as No Response; the system does not record a customer 5-star rating automatically. Customers can raise support tickets in the portal. A delivery issue raised within two hours is flagged for faster operational review; a later ticket may still be logged and reviewed, and this app window does not limit statutory rights.

6. Extra food with tiffin

Extra menu items may be added only to an available same-day tiffin task and travel with that task. Extra food may be paid online or, where available, by Cash/UPI on Delivery. Online extra-food orders must be paid before delivery completion. Cash/UPI on Delivery is recorded as paid only after collection is confirmed by the delivery partner or authorised restaurant staff.

7. Camera profile record

Where the app offers profile completion, it uses the phone camera capture flow and does not provide a normal gallery-upload button. This helps create a current service record but is not biometric identity verification and does not use face recognition. A customer may replace the photo, but previous photo records remain in the service history for fraud prevention, delivery support and audit. The customer cannot self-delete historical records from the app; any data request can be raised through support and will be handled subject to applicable law and legitimate record-retention needs.

8. Rasoo Credits

Rasoo Credits are closed-use restaurant credits for eligible Rasoo.in payments. They are not cash, cannot be withdrawn, transferred, sold, recharged or used with another merchant. They may be granted for approved refund-to-credit choice, goodwill, profile-completion promotion, cashback or valid referral reward. The restaurant may reverse credits that were issued by error, fraud, duplicate accounts, self-referral, chargeback, cancellation or breach of these terms, with a recorded reason.

9. Referral programme

A referrer may receive 2% of the successful paid value of a genuinely new referred customer’s first qualifying paid tiffin plan, as Rasoo Credits only. The reward is issued only after the payment is successful and the plan is activated. If the qualifying plan is cancelled, refunded or reversed, unspent related referral credit may be reversed. Self-referral, duplicate accounts, false identity, fraud and commercial resale of referral benefits are prohibited.

10. Customer and rider conduct

Customers and riders must use respectful conduct. Delivery partners may submit an internal customer-interaction note for safety and service management; it is not shown to customers. Threats, harassment, unsafe delivery conditions, false delivery-code sharing, false proof, fraudulent payment claims or misuse of the app may lead to account restrictions and support investigation.

11. Data, privacy and retention

The restaurant uses name, mobile, OTP status, address, location, delivery proof, profile-photo record, plan, meal, payment, credit, referral, activity and support-ticket data for delivering food, payment handling, customer support, fraud prevention, operations reporting and resolving disputes. Access is limited to authorised staff and assigned riders where necessary. The customer should not share the daily delivery code until the rider is present. The app cannot prevent screenshots, screen recordings or photography by another device; do not display sensitive information unnecessarily.

12. Electronic records and acceptance

By actively ticking the acceptance checkbox, verifying mobile OTP, creating an account, subscribing, paying, accepting delivery proof, using Rasoo Credits, sharing a referral link or using the delivery portal, the customer agrees that the app may store the relevant terms version, timestamp, IP address, device/user-agent, payment and activity log as service records.

13. Contact

Use the Support section in the customer portal for delivery, food, payment, plan, credit, referral or data questions.