Policies

Who you are buying from

Every order is sold and packed by one shop — the branch nearest the address you are sending it to, or the store you chose to collect from. The branch is named at the top of every screen and on the order itself.

That branch sets its own prices and holds its own stock, so the same item can cost differently at two branches. What you see is always the branch serving your chosen address.

Your account

You sign in with your phone number and a one-time code. Keep access to that number secure — anyone who can receive your code can see your orders, addresses and help desk conversations.

You are responsible for the addresses you save being correct and reachable. We deliver to the address on the order, not to a different one described afterwards.

Placing an order

Adding items to your basket is not an order. Nothing is reserved while items sit in your basket, and something in it can sell out before you check out.

An order is placed when you confirm it. If you chose to pay online, it is placed once the payment goes through; a payment not completed within 15 minutes lets the order lapse, and anything paid after that is refunded in full.

Each store takes orders during its ordering hours and can pause orders for a short while — in a rush, or while it fixes a problem. You can keep filling your basket meanwhile.

You can have up to two orders in progress at a time.

Frekzii Bot

Frekzii Bot turns a list you type or paste — in English, Hindi or Hinglish — into items in your basket. It matches each line to what your branch stocks and reads the amount you wrote.

It is a helper and it can misread a line. What it adds goes into your basket, not into an order: check it before you check out, as you would anything you added yourself. Each store sets how many items a day the bot can add, and may switch it off.

Prices and what you are charged

Prices include GST. The amount shown before you place an order is an estimate; the shop works out the amount actually charged when it prices the order, and that figure appears on your bill.

Some items are sold at bulk rates: passing a quantity threshold lowers the rate on the whole line, not only on the amount above it. The basket tells you when you are close to one.

Weighed goods are charged on what is actually weighed out. Where the shop packs less than you asked for, you are charged for what was packed.

A GST invoice for every order can be downloaded from the order once it is packed (or, when collecting, once it is handed over).

Paying

You can pay at the door by cash or UPI, or pay online by UPI, card, netbanking or wallet. Collecting, you can pay online or at the counter.

Online payments are handled by our payment provider, Razorpay. We do not see or store your card or UPI credentials.

Delivery and collection

A rider from the branch brings your order to the address on it, and you can follow the order as it moves. Delivery is covered in full in the delivery policy.

Someone needs to be able to take the order at the address and pay anything still due. If nobody can, the order goes back to the shop.

Repeated deliveries that fail at your end — nobody home, unreachable, refused, address not found, or unable to pay — limit how you can order: two within 60 days mean paying online for the next 60 days, and three within 90 days pause ordering for 30 days. Deliveries that fail through our fault never count.

Cancelling and refunds

You can cancel an order yourself until the shop starts preparing it — open the order and choose “Cancel order” (a limited number of times a day, set by the shop). After that, until it is packed, ring the branch and the shop can still cancel it. Anything you paid comes back in full.

Refunds are covered in the refunds and cancellations policy.

Help & support

For a problem with an order, open it and choose “Get help with this order”. You write to the branch that packed it and get the reply in the same conversation, in the app or on the website.

Please use it fairly: write about real orders and real problems, and attach only photographs of what you received. We may limit or close conversations that are abusive, repeated or not about an order or the shop.

Things we cannot promise

Stock shown is the branch’s best record of what is on the shelf, and a shelf can be wrong. Where we cannot supply something we tell you and charge you only for what was packed.

The time shown for delivery or collection is an estimate, not a promise. Weather, traffic and how busy the shop is all move it.

Fair use

We may refuse or limit orders, payment at the door, Frekzii Bot or help desk messages for an account that misuses them — for example, orders placed with no intention of taking them, or automated use of the app or website.

Changes to these terms

We may change these terms. The date at the top tells you when they last changed, and the terms that apply to an order are the ones in force when you placed it.