Terms of Service

1. Acceptance of Terms

Welcome to Druto ("Drutoexpress," "we," "us," or "our"), a brand of Drutoexpress Logistics Solutions Private Limited. By accessing or using our website (www.drutoexpress.com), mobile applications (Druto User, Druto Merchant, Druto Driver), and related services (collectively, the "Services"), you agree to be bound by these Terms of Service ("Terms"). If you do not agree to these Terms, please do not use our Services.

These Terms constitute a legally binding agreement between you and Druto Express, a company operating in Office no.40, Jhora Magra Complex, Near 7th Sky Hotel, Goyali Choraya, Sirohi - 307001.

2. Eligibility

You must be at least 18 years of age to use our Services. By using Druto Express, you represent and warrant that:

• You are at least 18 years old or have parental/guardian consent.
• You have the legal capacity to enter into a binding contract.
• You are not barred from using the Services under applicable laws.
• The information you provide is accurate, complete, and current.

3. Account Registration

To access certain features of our Services, you must register for an account. When you register, you agree to:

• Provide accurate, current, and complete information.
• Maintain the security of your account credentials.
• Promptly update your account information if it changes.
• Accept responsibility for all activities that occur under your account.
• Notify us immediately of any unauthorized use of your account.

We reserve the right to suspend or terminate your account if any information provided is inaccurate, outdated, or incomplete.

4. Services Description

Druto Express operates as a technology platform connecting:

• Users (Customers): Individuals who order food, groceries, medicines, and other products through our platform.
• Merchants: Restaurants, grocery stores, pharmacies, and other businesses that list and sell products through our platform.
• Delivery Partners: Independent contractors who pick up and deliver orders to customers.

Druto Express acts as an intermediary and technology provider. We do not prepare, cook, or manufacture any food or products. We facilitate the connection between users, merchants, and delivery partners.

5. Ordering and Payments

5.1 Placing Orders

When you place an order through Druto Express, you are making an offer to purchase the listed products from the respective merchant. The merchant reserves the right to accept or reject your order.

5.2 Pricing

All prices listed on our platform are set by the merchants and are inclusive of applicable taxes unless stated otherwise. Prices may change without notice. Delivery fees, platform fees, and other charges will be clearly displayed before checkout.

5.3 Payment Methods

We accept the following payment methods:

• UPI (Google Pay, PhonePe, Paytm, etc.)
• Credit and Debit Cards (Visa, Mastercard, RuPay)
• Net Banking
• Cash on Delivery (where available)
• Druto Wallet and promotional credits

5.4 Order Confirmation

Upon successful payment, you will receive an order confirmation. This confirmation does not guarantee order acceptance by the merchant. The merchant may cancel the order if the item is unavailable.

6. Delivery

Delivery times are estimates and not guaranteed. Actual delivery times may vary based on:

• Merchant preparation time
• Traffic and weather conditions
• Distance between merchant and delivery location
• Order volume and peak hours
• Unforeseen circumstances

We strive to deliver within the estimated time frame but are not liable for delays caused by factors beyond our reasonable control.

7. Cancellations and Refunds

7.1 Order Cancellation by User

You may cancel an order before the merchant accepts it. Once the merchant accepts the order, cancellation may not be possible. Please refer to our Refund Policy for detailed information.

7.2 Order Cancellation by Merchant

Merchants reserve the right to cancel orders due to unavailability of items, technical issues, or other valid reasons. In such cases, a full refund will be processed.

7.3 Failed Delivery

If a delivery cannot be completed due to incorrect address, unavailability of the recipient, or refusal to accept the order, the order may be cancelled, and applicable charges may apply.

8. User Conduct

When using Druto Express, you agree not to:

• Use the Services for any illegal or unauthorized purpose.
• Impersonate any person or entity or falsely state your affiliation.
• Interfere with or disrupt the Services or servers.
• Attempt to gain unauthorized access to any part of the Services.
• Harass, abuse, or harm delivery partners, merchants, or other users.
• Submit false or misleading information.
• Use automated systems or software to extract data from our platform.
• Engage in fraudulent activities, including payment fraud.

9. Merchant Terms

Merchants using the Druto platform agree to:

• Maintain valid licenses and permits required to operate their business.
• Ensure food safety and hygiene standards as per FSSAI regulations.
• Provide accurate menu descriptions, pricing, and availability.
• Fulfill accepted orders in a timely manner.
• Handle customer complaints professionally.
• Pay applicable commission and platform fees as agreed.

10. Delivery Partner Terms

Delivery partners using the Druto Driver app agree to:

• Hold valid driving licenses and vehicle registration.
• Follow all traffic laws and safety regulations.
• Maintain professional conduct with customers and merchants.
• Deliver orders in a timely and safe manner.
• Wear appropriate safety gear, including helmets.
• Not engage in theft, damage, or mishandling of orders.

11. Intellectual Property

All content on Druto, including logos, trademarks, text, graphics, images, software, and code, is the property of Drutoexpress Logistics Solutions Private Limited or its licensors and is protected by Indian and international intellectual property laws. You may not use, reproduce, distribute, or create derivative works without our express written permission.

12. Disclaimer of Warranties

THE SERVICES ARE PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED. TO THE FULLEST EXTENT PERMITTED BY LAW, Drutoexpress Logistics Solutions Private Limited DISCLAIMS ALL WARRANTIES, INCLUDING BUT NOT LIMITED TO:

• Merchantability, fitness for a particular purpose, and non-infringement.
• Accuracy, reliability, or completeness of content.
• Uninterrupted, timely, secure, or error-free service.
• Quality of products or services provided by merchants.

13. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, Drutoexpress Logistics Solutions Private Limited SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING LOSS OF PROFITS, DATA, OR GOODWILL, ARISING FROM YOUR USE OF THE SERVICES.

Drutoexpress Logistics Solutions Private Limited's total liability to you for any claim arising from these Terms shall not exceed the amount you paid for the specific order giving rise to the claim.

14. Indemnification

You agree to indemnify, defend, and hold harmless Drutoexpress Logistics Solutions Private Limited, its affiliates, officers, directors, employees, and agents from any claims, damages, losses, liabilities, costs, or expenses arising from your use of the Services, violation of these Terms, or infringement of any third-party rights.

15. Termination

We reserve the right to suspend or terminate your account and access to the Services at our sole discretion, without notice, for conduct that we believe violates these Terms or is harmful to other users, merchants, delivery partners, or Druto Express.

16. Governing Law and Dispute Resolution

These Terms shall be governed by and construed in accordance with the laws of India. Any dispute arising out of or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts in Office no.40, Jhora Magra Complex, Near 7th Sky Hotel, Goyali Choraya, Sirohi - 307001.

Before initiating any legal proceedings, you agree to attempt to resolve the dispute amicably by contacting us at support@drutoapp.com.

17. Changes to Terms

We may update these Terms from time to time. We will notify you of significant changes by posting the updated Terms on our website and updating the "Last Updated" date. Your continued use of the Services after such changes constitutes acceptance of the revised Terms.

18. Contact Us

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

• Email: support@drutoapp.com
• Address: Office no.40, Jhora Magra Complex, Near 7th Sky Hotel, Goyali Choraya, Sirohi - 307001
• Phone: +91 99922 21953