Terms & Conditions

1. About these terms

These Terms & Conditions explain use of MoBasket’s information website and customer ordering services, operated by MoBasket Private Limited (“MoBasket”, “we”, “us” or “our”). Read them with our Privacy Policy and the item, price and order conditions presented before you confirm a purchase.

MoBasket connects customers with food, groceries and everyday essentials. Items may be supplied by a restaurant, vendor or MoBasket, depending on the listing. Check the seller and product details before purchasing, and contact support if anything is unclear. Vendor and delivery-partner relationships are governed by their separate agreements.

2. Accounts and eligibility

You must be at least 18 years old and legally able to enter into a contract to place an order. A parent or legal guardian should place and manage orders for a child.

Provide accurate contact and delivery details and use only an account and payment method you are authorised to use. Keep account credentials private. If you suspect unauthorised access, contact support promptly. Do not share an OTP, UPI PIN or password with anyone claiming to arrange a refund.

3. Cities, availability and delivery estimates

Our current pilot operations are in Balliguda and Phulbani, Odisha. MoBasket plans to expand to more cities across Odisha and later India. An expansion plan does not mean service is already available at an address.

Available vendors, items, opening hours and delivery coverage depend on your selected address. Check the ordering service before placing an order. The website’s targets of around 20 minutes for groceries and 30 minutes for food are estimates, not a guaranteed arrival time for every order. Preparation, stock, distance, traffic, weather and delivery-partner availability can affect timing.

4. Placing and confirming orders

Place an order through the MoBasket app or the browser ordering service at mobasket.in. A visit to this information website or an enquiry to support does not by itself create a confirmed order.

Before confirming, check the items, quantities, variants, delivery address, contact number and final amount. Order fulfilment remains subject to acceptance and availability. Payment being debited alone does not establish that an order has been accepted; check the order status and contact support if confirmation is missing.

If an item cannot be supplied, contact support about the affected item, an agreed alternative or cancellation. A substitute or additional charge should not be imposed without your agreement.

5. Prices, charges and payments

Prices and payable amounts are stated in Indian rupees unless expressly indicated otherwise. Check the total, including applicable taxes, delivery charges, packaging or other disclosed fees, before confirming. Prices and offers can differ by city, vendor, item or time.

Use the payment options offered for your order. Online payments are processed by the relevant payment provider. Do not pay an unknown personal account on the basis of an unsolicited call or message.

For a failed, duplicate or disputed payment, share the order reference and transaction reference with support. Do not send full card details, an OTP or a PIN. A bank debit or reversal can take time to appear; support can help establish the order and payment status.

6. Delivery and receiving an order

Make sure the delivery address, map location and instructions are accurate. Remain reachable for delivery coordination and arrange safe access to the delivery location. An address change after an order is placed may not be possible; contact support promptly.

If delivery cannot be completed, contact support to establish what happened and the available remedy. Any proposed redelivery charge or cancellation deduction must have a lawful basis and be explained. These terms do not create an automatic right to keep the whole payment for every failed delivery.

7. Food, groceries and product information

Check quantities, variants, dietary labels, ingredient information and expiry or best-before details where relevant. Images are for reference; presentation and packaging may differ, but the supplied item must still meet its description and applicable requirements.

If you have an allergy or dietary restriction, confirm ingredients and preparation risks with the restaurant or seller before ordering. A note in an order is not a guarantee that a kitchen can eliminate cross-contact. Do not consume food or use a product you reasonably believe is unsafe; report the concern promptly.

Follow storage and use instructions after delivery. The perishable nature of an item does not remove rights relating to unsafe, defective, damaged or incorrectly supplied goods.

8. Cancellations and changes

You can cancel your food or grocery order and request a full refund of the amount paid within 5 minutes of placing the order. The window starts at the order-placement time shown in your order details.

Submit the cancellation request within that window. Eligibility is based on when you submit the request, not when support replies. For an eligible cancellation submitted within this window, the full refund will be settled within 24 hours of submitting the cancellation request.

After five minutes, contact support to check whether cancellation is still possible. The standard change-of-mind refund entitlement no longer applies automatically; order progress and the circumstances will be considered. This does not limit remedies for missing, incorrect, damaged or unsafe items, non-delivery or other rights under applicable law.

9. Missing items, returns and refunds

Contact support if an order is missing, incorrect, damaged, defective, unsafe, materially different from its description or affected by an unresolved delivery issue. Include the order reference, affected items and a brief explanation. Photos of the item or packaging, where available, can help assessment; never keep or consume unsafe food just to obtain evidence.

Prepared food and other perishables may be unsuitable for a change-of-mind return. This does not create a blanket “no refund” rule or remove remedies required by consumer law. Depending on the issue, an appropriate remedy may include a replacement, refund or another resolution you agree to.

For eligible cancellations requested within five minutes of order placement, the full refund will be settled within 24 hours of the cancellation request. For other approved refunds, the refund amount will be credited within 24 hours of refund approval. Support will explain the decision, amount and refund method. If the money has not arrived within 24 hours, contact support with your order reference and request the refund transaction reference.

10. Offers and promotions

Offers apply only where their stated conditions are met. Review validity, eligible items or cities, minimum order value, usage limits and the final discount before purchase. An expired promotion or a marketing image does not establish entitlement to a discount on a new order.

Do not create false accounts or misuse promotions. A restriction on promotional use does not extinguish a valid complaint or refund entitlement for an existing order.

11. Acceptable use and intellectual property

Do not impersonate another person, submit false orders or claims, harass partners or staff, misuse personal information, attempt unauthorised access or interfere with the service. Access may be restricted where reasonably necessary to address misuse, fraud, security or legal requirements, with an opportunity to contact support about the decision.

MoBasket’s name, logo and original website content belong to MoBasket or their respective rights holders. You may use the website for its intended personal purposes. Commercial copying or claims of a partnership or endorsement require permission.

12. Service issues and your legal rights

Service interruptions, technical errors and events outside reasonable control can occur. Contact support if an interruption affects an active order or payment. An interruption does not automatically cancel a valid refund or other remedy.

Nothing in these terms excludes responsibility that cannot lawfully be excluded, or limits the consumer protections, remedies and complaint routes available under Indian law. External services such as payment providers, Google Play and WhatsApp also have their own terms for the services they provide.

13. Support and complaints

For an order complaint, email us with the subject “MoBasket order complaint”, your order reference, a description of the issue and the outcome you are requesting. If the first response does not resolve it, reply with “Grievance escalation” in the subject and explain what remains unresolved.

Consumer complaints are subject to the grievance-handling time limits under applicable law, including acknowledgement within 48 hours and redress within one month where the Consumer Protection (E-Commerce) Rules apply. These complaint-handling time limits do not extend the 24-hour refund-settlement commitment described above.

You retain the right to approach the appropriate consumer commission or other competent authority. Contacting support does not waive that right.

14. Applicable law and changes

These terms are governed by applicable Indian law. Disputes may be brought before the courts, consumer commissions or other authorities that have jurisdiction under that law. These terms do not require you to give up a legally available consumer forum.

We may update these terms as services and requirements change. The update date appears at the top of this page. Revised terms should not retrospectively remove rights attached to an existing order. If a provision is unenforceable, the remaining provisions continue to apply to the extent permitted by law.