Terms of Service & User Agreement

1 Acceptance of Terms & Eligibility

These Terms of Service ("Terms") constitute a legally binding agreement between you ("User", "you", or "your") and VITRO Technologies Private Limited ("VITRO", "we", "our", or "us"). These Terms govern your download, access, and use of our mobile applications (VITRO Customer App, VITRO Merchant Partner App, VITRO Rider Partner App), websites, APIs, and associated technology services (collectively, the "Platform").

By downloading, installing, accessing, or using any part of the Platform, you acknowledge that you have read, understood, and agree to be unconditionally bound by these Terms and our Privacy Policy. If you do not agree to these Terms, you must discontinue using the Platform immediately.

2 Account Registration, OTP & Security

To access the core transactional features of the Platform, you must register an account using an active mobile telephone number verified via dynamic cryptographic One-Time Password (OTP). You agree to:

• Accurate Information: Provide accurate, current, and complete personal and contact details during account onboarding.
• Credential Confidentiality: Maintain strict confidentiality over your authentication credentials, sessions, and device access. You are solely responsible for all activities that occur under your verified account.
• Prohibition of Multi-Accounting: Creating duplicate accounts, creating accounts using burner/virtual VOIP numbers to exploit new-user promotions, or transferring accounts without authorization is strictly prohibited.
• Immediate Notice of Compromise: Notify VITRO Customer Support immediately if you suspect any unauthorized access, session hijacking, or security breach of your account.

3 Scope of Platform Services

VITRO provides an on-demand hyperlocal technology marketplace connecting consumers with independent third-party merchants and independent logistics/transport partners. The Platform supports four operational verticals:

4 Pricing, Transparent Fares & Zero-Surge Commitment

VITRO operates on a commitment to radical transparency in pricing:

• Item Pricing: Item prices for food, groceries, and consumer packaged goods are determined and updated directly by the respective merchant partner. VITRO does not artificially inflate in-store prices.
• Distance-Based Delivery Fares: Delivery fees are calculated deterministically based on real road driving distance (powered by MapLibre and OpenStreetMap routing engines), vehicle category, and prevailing baseline fuel costs.
• Zero Rain & Surge Surcharge Guarantee: Unlike traditional aggregators, VITRO does not levy predatory 2x to 3x surge multipliers during peak hours, festivals, or sudden rain spells. All base fees and distance slabs are shown transparently before order placement.
• Taxes & Regulatory Levies: Applicable Goods and Services Tax (GST) and state municipal cess are calculated in real time and displayed as distinct line items on your checkout invoice.

5 Payment Processing & Gateway Security

All financial transactions across the VITRO platform are processed using RBI-authorized, PCI-DSS Level 1 compliant payment gateways (including Razorpay, Cashfree, and NPCI UPI rails):

• Supported Payment Instruments: Unified Payments Interface (UPI Intent, Dynamic QR, VPA), major Credit & Debit cards (Visa, MasterCard, RuPay), NetBanking (50+ banks), and the VITRO In-App Wallet.
• Zero Card Storage: VITRO does not store raw credit card numbers, debit card numbers, or CVVs on its servers. Tokenization is conducted strictly via RBI-mandated Card-on-File (CoFT) tokens.
• Cash on Delivery (COD): Where COD is enabled by the merchant and rider partner, the exact order amount must be tendered to the partner upon delivery. Counterfeit currency or non-payment constitutes theft and will be referred to law enforcement.

6 Order Delivery & Dual OTP Verification

To ensure fraud-free fulfillment and prevent disputes over missing orders:

• Geofenced Handshake: OTP submission is programmatically restricted to within a 300-meter radius of your delivery destination coordinates to eliminate remote or false delivery marks.
• Tamper-Evident Seals: Merchants package food and sensitive goods using tamper-evident adhesive seals. Customers must inspect the seal upon handoff; if a seal is broken, refuse the parcel and report it immediately via the in-app chat.

7 User Code of Conduct & Zero-Tolerance Safety

VITRO maintains a zero-tolerance policy against misconduct, harassment, and illegal behavior across the ecosystem:

• Prohibited Items in Express Courier: You may not send hazardous materials, illegal drugs, contraband, firearms, weapons, toxic chemicals, high-value bullion/cash, or live animals via VITRO Express.
• Respectful Interaction: Customers, merchants, and riders must treat each other with courtesy and dignity. Threatening language, discriminatory remarks, physical altercations, or sexual harassment will result in permanent ban and criminal reporting.
• Number Masking & Anti-Stalking: All phone communications between customer and rider are routed through private virtual numbers. Attempting to harvest or harass a party on personal contact channels violates this policy.

8 Disclaimers & Limitation of Liability

To the maximum extent permitted by applicable Indian law:

• "As-Is" Service Provision: The Platform and services are provided on an "as-is" and "as-available" basis without warranties of uninterrupted uptime or error-free operation.
• Food Safety & Merchant Warranties: All quality, freshness, ingredient labeling, and allergy disclosures are the sole responsibility of the merchant preparing the food. VITRO disclaims liability for allergic reactions or merchant culinary errors.
• Cap on Damages: VITRO's aggregate liability for any direct claims arising out of an order or trip shall not exceed the total transaction amount paid by the user for that specific order.

9 Intellectual Property Rights

The name "VITRO", the VITRO logo, the application user interface, software code, design tokens, graphics, and algorithms are proprietary intellectual property owned by or licensed to VITRO Technologies Private Limited. You may not reverse-engineer, decompile, scrape, copy, or create derivative works from the Platform without prior written consent.

10 Account Suspension, Termination & Appeals

VITRO reserves the right to temporarily suspend or permanently terminate your account without notice if:

• You violate any material provision of these Terms or the Privacy Policy.
• We detect repeated fraudulent chargeback claims, fake UPI UTR numbers, or coupon abuse.
• Law enforcement or statutory authorities issue a directive requiring account restriction.

If your account is suspended, you may lodge an appeal with supporting evidence by emailing appeals@vitro.com.

11 Governing Law, Jurisdiction & Dispute Resolution

These Terms and any dispute or claim arising out of or in connection with them shall be governed by and construed in accordance with the substantive laws of India.

Any unresolved disputes shall be subject to the exclusive jurisdiction of the competent civil courts located in Hyderabad, Telangana, India.