Terms & Conditions

1. Platform scope

Zapna Softwares operates Zapna, a technology platform for supermarkets and grocery stores to publish catalogs, accept online orders, manage picking and substitutions, and coordinate pickup or delivery. By accessing or using Zapna, you agree to these Terms & Conditions, the Privacy Policy, the Refund Policy, and the Return Policy.

Zapna is intended for users and participating stores in India. The terms are framed for Indian e-commerce, food, payment, consumer protection, and data protection requirements including the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, FSSAI requirements, Legal Metrology rules, payment aggregator rules, and applicable data protection law.

2. Entity and contact details

The platform is operated by Zapna Softwares. Registered office: Annakallunkal Vattachal House, Thengana, Perumpanachy PO, Kottayam 686536, Kerala, India.

Customer care and legal contact: joel@zapna.shop. Grievance Officer details will be published or updated on this page as Zapna appoints the designated officer for consumer grievance redressal.

3. Eligibility and accounts

You must be legally competent to contract under Indian law, or use the platform under the supervision and responsibility of a parent or lawful guardian. You must provide accurate account, address, contact, and order information and keep OTPs, passwords, payment credentials, and devices secure.

Zapna may restrict, suspend, or refuse access where there is suspected fraud, abusive conduct, unlawful use, repeated false claims, security risk, or violation of these terms.

4. Stores, sellers, and food compliance

Participating supermarkets and sellers are responsible for product authenticity, lawful sale, packing, hygiene, storage, FSSAI licensing or registration where applicable, GST or tax registrations where applicable, and product information supplied to Zapna.

Food listings must not be misleading. Pre-packed food listings should show mandatory product information before purchase where available, including product name, quantity, MRP or price, taxes and fees, expiry or use-before information where applicable, country of origin where applicable, and FSSAI license or registration details where applicable. Fresh produce images may be indicative because natural produce varies by size, shape, and appearance.

Zapna may remove or disable products, stores, or listings that appear unsafe, unlawful, misleading, counterfeit, expired, non-compliant, or otherwise unsuitable for sale.

5. Orders, stock, and substitutions

An order request is accepted only after checkout is completed and the relevant store or Zapna workflow confirms that the order can be fulfilled. Product availability, prices, delivery slots, serviceability, and promotions may change until checkout is confirmed.

If an item is out of stock or unsuitable for delivery, Zapna or the store may remove the item, suggest a substitute, request customer approval, or cancel the affected part of the order. Lower-priced substitutions or removed items may result in bill adjustment or partial refund. Higher-priced substitutions require customer approval before charging the difference.

Zapna may reject or cancel orders that appear fraudulent, unlawful, outside delivery coverage, technically duplicated, incorrectly priced due to obvious error, or impossible to fulfill.

6. Price, taxes, and fees

The checkout surface will display the total payable before order confirmation, including item price, applicable taxes, delivery charges, handling or platform fees, discounts, and other compulsory or voluntary charges where applicable.

MRP and packaged commodity rules apply to relevant products. Zapna and participating stores must not knowingly charge more than the applicable MRP for packaged commodities. For loose or fresh items sold by weight, final billing may reflect actual picked weight and lawful tolerance or adjustment rules.

7. Payments

Payments may be processed by Zapna's payment provider and supported banking or UPI rails. Zapna does not ask customers to share card numbers, UPI PINs, net-banking passwords, OTPs, CVV, or similar secrets with Zapna staff, stores, riders, or support agents.

Zapna does not store customer card credentials on its website or server. Failed, disputed, returned, or cancelled transaction refunds are normally routed to the original payment method unless the customer specifically agrees to another permitted method.

8. Pickup, delivery, and failed handoff

Delivery availability depends on store coverage, address, slot capacity, weather, traffic, rider availability, and operational constraints. Customers must provide complete and accurate addresses, phone availability, access instructions, and recipient details.

If a customer is unavailable, unreachable, refuses delivery, gives an incorrect address, or cannot lawfully receive a restricted product, the order may be delayed, retried, returned to store, cancelled, or handled by support. Perishable goods may not be eligible for return or refund where failure is caused by customer unavailability or incorrect information, subject to applicable consumer law.

9. Cancellations, returns, and refunds

Cancellation and payment reversal rules are governed by the Refund Policy. Product return eligibility and reporting windows are governed by the Return Policy. Fresh, frozen, damaged, expired, wrong item, short-weight, and packaged goods issues must be reported within the windows stated in those policies.

Nothing in these terms limits a customer's statutory rights where goods are defective, deficient, spurious, not as advertised, not as agreed, or delivered late other than due to force majeure.

10. User conduct and prohibited activity

You must not misuse Zapna, attempt unauthorized access, scrape or copy the service at scale, place fraudulent orders, submit false refund claims, impersonate another person, upload unlawful or abusive content, interfere with store or delivery operations, or use the platform for illegal goods or services.

Restricted goods such as alcohol, tobacco, medicines, baby formula, age-gated goods, or other controlled products may be unavailable or subject to additional legal checks. Zapna may refuse such orders where required by law or operational policy.

11. Privacy and data rights

Zapna processes personal data for account creation, order fulfillment, payments, delivery, support, fraud prevention, legal compliance, audit, and service improvement as described in the Privacy Policy. Customers may request access, correction, consent withdrawal, account deletion, or data export through the published contact channel, subject to legal retention requirements.

12. Grievance redressal

For complaints about orders, product quality, delivery, refund, payment, privacy, or platform use, contact joel@zapna.shop with the order number and relevant details. Zapna will aim to acknowledge consumer complaints within 48 hours and resolve them within one month from receipt, consistent with Indian e-commerce grievance expectations.

Where a ticketing or in-app complaint number is available, customers should preserve it for status tracking and support follow-up.

13. Warranties, liability, and force majeure

Zapna provides the platform with reasonable care, but cannot guarantee uninterrupted availability, error-free listings, continuous store inventory accuracy, or delivery under conditions outside reasonable control. Nothing in these terms excludes liability that cannot be excluded under applicable law.

Zapna, participating stores, and delivery partners are not liable for delay or failure caused by force majeure events including natural disasters, strikes, internet or payment network failures, government restrictions, public safety events, road closures, severe weather, or other events beyond reasonable control.

14. Governing law and updates

These terms are governed by the laws of India. Subject to applicable consumer forum rights and mandatory law, disputes relating to Zapna may be brought before courts or authorities having jurisdiction in Kerala, India.

Zapna may update these terms to reflect changes in law, payment rules, food safety requirements, platform features, or operational policy. The updated version will be posted on this page with a revised date.