This document is an electronic record under the Information Technology Act, 2000 and the rules made under it. It is generated by a computer system and does not need any physical or digital signature.
1. About Treats24 and These Terms
The Treats24 website (treats24.com) and the Treats24 apps (together, the "Platform") are owned and run by Treats24 Pvt. Ltd. ("Treats24", "we", "us"), Howrah, West Bengal, India. The Platform connects customers with local restaurants, cloud kitchens and home chefs ("Restaurant Partners") and arranges delivery of their food.
These Terms & Conditions, our Privacy Policy and Cookie Policy together form the agreement between you and Treats24. Restaurant and delivery partners are also bound by their own partner agreements.
2. Acceptance of Terms
By downloading the app, visiting the website, or placing an order, you confirm that you have read and agree to be bound by these Terms & Conditions and the Privacy Policy. If you do not agree, please do not use the Platform.
3. Eligibility
You must be at least 18 years old, able to enter into a binding contract, provide accurate registration information, have a valid payment method, and be located within an active delivery zone in West Bengal, India. We may suspend or terminate accounts that contain false information.
4. Your Account
- You may need to register with your phone number or email and verify it with an OTP.
- Keep your details accurate and up to date, and keep your login and OTPs private. You are responsible for activity under your account.
- Tell us straight away at help@treats24.com if you think someone else is using your account.
- Treats24 will never ask you for your OTP, card PIN, CVV or UPI PIN.
5. Our Role and Restaurant Partners
Treats24 is a platform that brings customers, Restaurant Partners and delivery partners together. When you place an order, it creates a contract with the Restaurant Partner for the food and with Treats24 for facilitating payment and delivery. Restaurant Partners are responsible for their food, its quality and preparation, menu descriptions and prices, and for holding and following a valid FSSAI licence and other legal requirements. Delivery partners are independent of the Restaurant Partners and of the customer.
Restaurants are shown to you based on factors such as your delivery location, availability, ratings and relevance to your search. Any paid or promoted placement is labelled. On request, we will share a Restaurant Partner's registered details so you can contact it directly.
6. Placing Orders
You agree to the item prices, taxes, delivery fees and other charges shown, to give a correct delivery address and phone number, and to be available at the estimated delivery time. An order is confirmed once the Restaurant Partner accepts it. Menu items and prices are controlled by Restaurant Partners and may change without notice. If an item is unavailable or a price was shown wrongly, the restaurant or Treats24 may contact you to change the order or may cancel it, in which case you will be refunded for any prepaid amount.
7. Delivery
- Delivery times are estimates and can change because of traffic, weather, preparation time or high demand.
- We deliver to the address you give. Please keep your phone reachable, and share the OTP or order details with the delivery partner if asked.
- If we cannot reach you or no one is available to receive the order after reasonable attempts, the order may be cancelled without a refund, because the food is perishable.
- Please treat delivery partners and restaurant staff with respect. Abuse or threats can lead to account suspension.
8. Food Safety, Allergens and Dietary Information
Restaurant Partners must hold a valid FSSAI licence, and we ask them to follow food-safety rules. Veg / non-veg labels and dish descriptions are provided by the restaurant. If you have an allergy or special dietary need, add it as an instruction and also contact the restaurant, because we cannot guarantee that a kitchen is free of any allergen. Please report any food-safety concern to help@treats24.com straight away so we can look into it and, if needed, act against the restaurant.
9. Prices, Fees & Payments
Prices are shown in Indian Rupees (INR) inclusive of GST unless stated otherwise. The total you see at checkout includes delivery, packaging, platform fees, taxes and any other charges before you pay. We do not add hidden charges later.
Accepted payment methods include UPI, cards, net banking and cash on delivery. Online payment must be completed before an order is confirmed, and a failed payment prevents the order from being placed. Payments are processed by third-party payment partners whose own terms apply. Treats24 does not store full card details. You will receive an invoice or order receipt for each order.
10. Offers and Coupons
Offers, discounts and coupons are valid only for the period and conditions stated, cannot be exchanged for cash, and cannot be combined unless we say so. We may withdraw or change an offer at any time without affecting orders already confirmed. Offers obtained through fraud, multiple accounts or misuse are void.
11. Cancellations & Refunds
- Cancelling an order: You can cancel within 2 minutes of placing an order if the restaurant has not accepted it, at no charge. After the restaurant accepts an order, the food is prepared for you, so cancellation may not be possible, or a reasonable cancellation charge may apply. The charge will be shown to you before you confirm. Cash on delivery orders cancelled after dispatch may incur a fee.
- If we or the restaurant cancel: If an order is cancelled or cannot be delivered because of Treats24, the Restaurant Partner or the delivery partner, you will not be charged and any prepaid amount will be refunded.
- Wrong, missing or unsafe items: Contact support within 24 hours of delivery with a photo of the issue. Report safety concerns immediately. After review, we will refund, replace or compensate as appropriate.
- Not eligible: Orders that fail because of a wrong or unreachable address or phone number, or a change of mind after delivery, are generally not refundable.
- Refund timing: Approved refunds are processed within 5–7 business days to the original payment method.
- If you disagree with a decision, you can escalate it to our Grievance Officer (see section 25).
12. User Conduct
When you use the Platform you must not:
- Place fake or fraudulent orders, misuse offers or refunds, or create multiple accounts to do so.
- Harass, threaten or abuse restaurant staff, delivery partners, our team or other users.
- Post anything that is unlawful, harmful, defamatory, obscene, hateful, misleading, infringes someone else's rights, or invades another person's privacy.
- Post fake or paid reviews, or manipulate ratings.
- Try to gain unauthorised access to our systems, copy or scrape the Platform, introduce malware, or interfere with how it works.
- Use the Platform for any unlawful purpose.
We may remove content and suspend or terminate accounts that break these rules, and we may report unlawful activity to the authorities.
13. Reviews and Content You Post
You must own, or have the right to share, anything you post, and reviews must reflect your genuine experience. You give Treats24 a non-exclusive, worldwide, royalty-free right to display and use your reviews and other content on the Platform and in our marketing, and you remain responsible for it. We may remove content that breaks these Terms. Feedback and ideas you send us may be used by us without obligation to you.
14. Intellectual Property
The Treats24 name, logo, design, text, images and software belong to Treats24 or its licensors. You may use the Platform for your personal, non-commercial use only. You may not copy, modify, distribute or create derivative works from it without our written permission.
15. Third-Party Links and Services
The Platform may link to websites, apps and services run by others, such as payment pages and social media. We do not control them and are not responsible for their content or practices. Your use of them is at your own risk and subject to their own terms.
16. Restaurant and Delivery Partners
Registering your interest on our website does not create a contract. Partners are onboarded after we verify their documents (such as FSSAI licence, GST and ID details) and they accept a partner agreement. If a partner agreement conflicts with these Terms on a partner matter, the partner agreement applies.
17. Website Enquiries
If you submit the Contact or Partner form, you agree that we may contact you by phone, SMS, WhatsApp or email about your enquiry. How we handle your details is explained in our Privacy Policy.
18. Privacy and Cookies
Our Privacy Policy and Cookie Policy explain what information we collect, how we use it and your choices. They form part of these Terms.
19. Disclaimers
The Platform is provided "as is" and "as available". We do not guarantee that it will be uninterrupted or error-free. We are not responsible for the quality, preparation or safety of food prepared by Restaurant Partners, for allergic reactions, or for delays caused by restaurants, delivery partners or events beyond our control, except where the law makes us responsible.
20. Limitation of Liability
To the extent permitted by law, Treats24 is not liable for indirect, incidental or consequential losses, and our total liability to you for any claim about an order is limited to the value of that order. Nothing in these Terms limits your rights under consumer protection law, or any liability that cannot be excluded by law.
21. Indemnity
You agree to compensate Treats24 for losses, claims and costs arising from your breach of these Terms, your misuse of the Platform, or your violation of anyone's rights or any law.
22. Suspension and Termination
You can stop using Treats24 and delete your account at any time. We may suspend or end your access without notice if you break these Terms, misuse the Platform, put others at risk, or where the law requires. Orders already placed will be handled as these Terms describe.
23. Events Beyond Our Control
We are not liable for failure or delay caused by events beyond our reasonable control, such as natural disasters, severe weather, strikes, curfews, government orders, power or network failures, or technical outages.
24. Changes to These Terms
We may update these Terms from time to time. We will post the new version here with a new "Last updated" date and tell you about significant changes through the app, website or email. Continued use of Treats24 after the changes means you accept them.
25. Grievance Redressal
If you have a complaint about an order, a payment, content on the Platform or anything else, please contact our Grievance Officer:
Grievance Officer, Treats24 Pvt. Ltd.
Howrah, West Bengal, India
Email: help@treats24.com (please put "Grievance" in the subject line)
We will give you a reference number for your complaint so you can track it. We acknowledge every complaint within 24 hours and resolve it within 15 days for content-related complaints and within one month for all other complaints.
26. Governing Law & Disputes
These Terms are governed by Indian law, with jurisdiction in the courts at Howrah, West Bengal. Please first raise any dispute through help@treats24.com so we can try to resolve it. This does not affect your right to approach the National Consumer Helpline (1915), a Consumer Commission or any other forum available to you under consumer protection law.
27. General
These Terms are the whole agreement between you and Treats24 about the Platform. If any part is found unenforceable, the rest stays in force. If we do not enforce a right straight away, we have not given it up. You may not transfer your rights under these Terms, but we may. Nothing here makes you and Treats24 partners, agents or employees of each other. We may send you notices electronically, including by email, SMS, app notification or on the Platform.
Questions about this page? Email us at help@treats24.com.