top of page

1.1 Acceptance of Terms

By accessing, registering on or using the Nanighar Platform, you agree to be bound by these Terms and Conditions, our Privacy Policy, Return, Cancellation and Refund Policy, Account Deletion Policy and any additional terms displayed in relation to a particular service, offer or order.

Please do not use the Platform if you do not agree with these terms.

1.2 Eligibility

You must be at least 18 years old and legally capable of entering into a binding contract to create an account or place an order.

A parent or legal guardian may place an order for a minor using the parent’s or guardian’s account. Minors must not independently create accounts or submit personal information to Nanighar.

1.3 Nature of Nanighar’s Services

Nanighar provides a technology-enabled platform through which customers may discover, select and order food, meal plans, catering services and related products prepared or supplied by independent Mom Chefs, Home Chefs, cloud kitchens, food partners or other registered food businesses collectively referred to as “Food Partners”.

Depending on the service and order type:

  • Nanighar may act as a marketplace or facilitator between the customer and the Food Partner;

  • Nanighar may coordinate payment collection, customer support and delivery;

  • delivery may be performed by Nanighar, a Food Partner or an independent delivery-service provider; and

  • certain products or services may be sold directly by Nanighar or an affiliated entity.

The identity of the relevant Food Partner, price, applicable taxes, delivery charges and other material order information will be displayed, wherever applicable, before the order is confirmed.

Nothing in these Terms limits any responsibility imposed on Nanighar, a Food Partner or a delivery partner under applicable law.

1.4 User Account

You may be required to create an account using your name, mobile number, email address, delivery address or other requested information.

You agree to:

  1. provide accurate and current information;

  2. maintain the confidentiality of your login credentials and OTPs;

  3. not share your account with an unauthorised person;

  4. notify Nanighar immediately if you suspect unauthorised access; and

  5. accept responsibility for activities conducted through your account, except where caused by Nanighar’s failure to maintain reasonable security safeguards.

Nanighar may request identity or contact verification where reasonably necessary to protect the user, prevent fraud or comply with law.

1.5 Food Partner Information

Food descriptions, photographs, serving sizes, ingredients, preparation times, dietary labels and availability information may be supplied by Food Partners.

Nanighar and its Food Partners will make reasonable efforts to ensure that such information is accurate. However:

  • actual presentation may vary from photographs;

  • handmade or home-cooked dishes may have reasonable variations in appearance, portion, colour or taste;

  • seasonal or locally sourced ingredients may be substituted with comparable ingredients where disclosed or approved; and

  • menu availability may change without prior notice.

Material substitutions should not be made without the customer’s consent where they may affect allergens, dietary restrictions, religious preferences or the essential character of the dish.

1.6 Food Allergies and Dietary Requirements

Customers are responsible for reviewing available ingredient and allergen information and informing Nanighar or the relevant Food Partner of any serious allergy, intolerance, medical diet or dietary restriction before confirming an order.

Food may be prepared in home or commercial kitchens that also handle milk, nuts, peanuts, gluten, eggs, soy, sesame, seafood and other allergens. Nanighar cannot guarantee an entirely allergen-free environment unless expressly stated for a particular Food Partner or product.

Customers with severe or life-threatening allergies should contact customer support before ordering and obtain appropriate medical advice.

“Healthy”, “diabetic-friendly”, “weight-management”, “protein-rich”, “senior-friendly” and similar descriptions indicate the intended meal category and do not constitute medical advice, diagnosis or treatment. Customers with medical conditions should consult a qualified healthcare professional before making dietary changes.

1.7 Orders and Acceptance

Placing an order constitutes an offer to purchase the selected products or services.

An order is accepted only after:

  • payment authorisation, where applicable;

  • acceptance by the relevant Food Partner; and

  • issuance of an order confirmation through the Platform, SMS, WhatsApp, email or another approved communication channel.

Nanighar or the Food Partner may reject or cancel an order due to:

  • item unavailability;

  • inability to fulfil dietary instructions safely;

  • incorrect pricing or technical error;

  • payment failure;

  • address being outside the service area;

  • inability to contact the customer;

  • suspected fraud or misuse;

  • food-safety concerns;

  • operational emergencies; or

  • events beyond reasonable control.

Where a prepaid order is cancelled by Nanighar or the Food Partner, the eligible amount will be refunded in accordance with the Return, Cancellation and Refund Policy.

1.8 Prices, Taxes and Charges

Prices displayed on the Platform may include or exclude applicable taxes, packaging charges, delivery charges, platform fees or other charges, as clearly shown before payment.

Prices and availability may differ based on location, Food Partner, time, demand, delivery distance, menu customisation or promotional offer.

The final payable amount will be displayed before order confirmation. Nanighar will not add undisclosed charges after the order is placed, except where the customer subsequently requests an additional product or service.

1.9 Payments

Payments may be made through supported methods such as UPI, credit card, debit card, net banking, wallet, cash on delivery or another authorised payment method.

Online payments may be processed by third-party payment gateways. Nanighar generally does not directly store complete card numbers, CVV numbers, UPI PINs or banking passwords.

The customer authorises Nanighar and its payment partners to process the payment and related information necessary to complete the transaction, issue refunds, prevent fraud and comply with applicable law.

Cash-on-delivery availability may depend on order value, delivery area, account history and operational feasibility.

1.10 Delivery

Delivery estimates are approximate and may be affected by:

  • food-preparation time;

  • traffic or weather;

  • distance;

  • local restrictions;

  • building-access requirements;

  • incorrect or incomplete addresses;

  • inability to contact the customer;

  • high demand; or

  • events outside reasonable control.

Customers must provide an accurate delivery address, landmark and contact number and remain reasonably available to receive the order.

Where delivery cannot be completed because the customer provided an incorrect address, was unavailable after reasonable contact attempts or refused a compliant order without valid cause, the order may not qualify for a full refund.

A material delay caused by Nanighar, the Food Partner or the delivery partner will be reviewed in accordance with the Refund Policy and applicable consumer law.

1.11 Cancellation, Return and Refund

Food is perishable and ordinarily cannot be physically returned after delivery for food-safety and hygiene reasons.

This does not prevent a customer from requesting a replacement, refund or other appropriate resolution for missing, incorrect, damaged, contaminated, unsafe, materially defective or undelivered food.

All cancellations and refunds are governed by the Nanighar Return, Cancellation and Refund Policy forming part of these Terms.

1.12 Reviews and User Content

Customers may be permitted to submit ratings, reviews, photographs, comments or other content.

By submitting content, you confirm that:

  • it is based on your genuine experience;

  • it is accurate to the best of your knowledge;

  • it does not contain unlawful, abusive, defamatory, discriminatory or obscene material;

  • it does not disclose another person’s personal information without permission;

  • it does not infringe intellectual-property rights; and

  • it has not been submitted in exchange for an undisclosed benefit.

You grant Nanighar a non-exclusive, royalty-free and transferable licence to host, reproduce, display, moderate and use the content for operating and promoting the Platform, subject to applicable privacy law.

Nanighar may remove content that violates these Terms, but is not required to remove a negative review merely because a Food Partner disagrees with it.

1.13 Promotions, Credits and Coupons

Promotional offers, wallet credits, referral benefits and coupons may be governed by separate conditions, including validity periods, eligible users, minimum order values and usage limits.

Unless expressly stated:

  • promotional benefits cannot be exchanged for cash;

  • only one coupon may be used per order;

  • benefits cannot be transferred or resold;

  • cancelled or refunded orders may result in reversal of promotional credits; and

  • Nanighar may withdraw an offer affected by fraud, technical error or misuse.

Withdrawal of an offer will not affect an order already validly confirmed, except where permitted by law.

1.14 Prohibited Conduct

Users must not:

  • create a false account or impersonate another person;

  • misuse coupons, referrals, refunds or promotional offers;

  • place fraudulent or sham orders;

  • harass Food Partners, delivery personnel, employees or other users;

  • submit false complaints or fabricated evidence;

  • attempt unauthorised access to the Platform or another account;

  • introduce malware, automated scraping tools or harmful code;

  • copy, resell or commercially exploit Platform content without permission;

  • use the Platform for unlawful activities; or

  • interfere with the security, performance or normal operation of the Platform.

1.15 Intellectual Property

The Nanighar name, logo, Platform design, software, photographs, graphics, written content, databases and other proprietary material are owned by or licensed to Nanighar.

Users receive a limited, revocable, non-exclusive and non-transferable right to use the Platform for lawful personal purposes.

No content may be copied, modified, distributed, republished, reverse-engineered or commercially exploited without prior written permission, except as permitted by law.

Food Partners retain ownership of their recipes, photographs, trademarks and content, unless otherwise agreed in writing.

1.16 Third-Party Services

The Platform may integrate with payment gateways, mapping providers, delivery partners, analytics services, social-media platforms or external websites.

Third-party services are governed by their own terms and privacy policies. Nanighar is not responsible for a third party’s independent actions, except to the extent that responsibility cannot lawfully be excluded or the third party processes information on Nanighar’s behalf.

1.17 Suspension and Termination

Nanighar may restrict or suspend an account where reasonably necessary because of:

  • fraud or attempted fraud;

  • repeated unjustified chargebacks;

  • abusive or threatening conduct;

  • material violation of these Terms;

  • misuse of refund or promotional systems;

  • unauthorised access;

  • legal or regulatory requirements; or

  • risks to food safety, users, Food Partners or the Platform.

Where appropriate, Nanighar will provide notice and an opportunity to contact customer support. Immediate restriction may be applied where necessary to prevent harm, fraud or unlawful activity.

Users may stop using the Platform or request account deletion at any time.

1.18 Disclaimer

Nanighar will exercise reasonable care in operating the Platform and coordinating the services offered through it.

To the extent permitted by law, Nanighar does not guarantee that:

  • every menu item will always remain available;

  • delivery estimates will be exact;

  • the Platform will be completely uninterrupted or error-free; or

  • every dish will meet an individual customer’s subjective taste preference.

Nothing in these Terms excludes or limits liability for fraud, wilful misconduct, gross negligence, personal injury caused by negligence, food-safety obligations or any statutory consumer right that cannot legally be excluded.

1.19 Limitation of Liability

To the extent permitted by applicable law, Nanighar will be responsible only for direct and reasonably foreseeable losses caused by Nanighar’s breach of these Terms or failure to exercise reasonable care.

Nanighar will not be liable for indirect, incidental or consequential commercial losses arising from personal use of the Platform, except where such limitation is prohibited by law.

Where an issue is directly attributable to a Food Partner, delivery partner or payment provider, Nanighar may coordinate the complaint with that party. This does not reduce any responsibility Nanighar independently has under applicable law.

1.20 Indemnity

You agree to indemnify Nanighar against third-party claims, losses or reasonable expenses arising directly from your unlawful use of the Platform, fraudulent conduct, infringement of another person’s rights or material breach of these Terms.

This clause does not apply to losses caused by Nanighar’s own negligence, breach or unlawful conduct.

1.21 Communications

Nanighar may send transactional communications relating to:

  • OTP verification;

  • order confirmation;

  • payment status;

  • delivery;

  • refund status;

  • account security;

  • policy changes; and

  • customer support.

Promotional communications will be sent in accordance with your communication preferences and applicable law. You may opt out of promotional messages through the unsubscribe option or by contacting Nanighar. Opting out of marketing will not stop essential transactional communications.

1.22 Grievance Redressal

For complaints relating to orders, payments, refunds, accounts or Platform services, contact:

Customer Support: [Customer Support Email]
Telephone/WhatsApp: [Support Number]
Working Hours: [Working Days and Hours]

Grievance Officer: [Full Name]
Designation: Grievance Officer
Email: [Grievance Officer Email]
Postal Address: [Complete Address]

Nanighar will endeavour to acknowledge a consumer grievance within 48 hours and resolve it within one month of receipt, subject to the nature and complexity of the complaint.

Customers retain the right to approach the National Consumer Helpline, an appropriate Consumer Commission, FSSAI or another competent authority where applicable.

1.23 Governing Law and Jurisdiction

These Terms are governed by the laws of India.

Subject to mandatory consumer-protection rights and the jurisdiction of competent consumer authorities or courts, disputes will be subject to the courts having jurisdiction in Kolkata, West Bengal.

1.24 Changes to the Terms

Nanighar may update these Terms to reflect changes in the Platform, business operations or applicable law.

Material changes will be communicated through the Platform or another appropriate channel. Updated Terms will apply from the effective date shown at the top.

bottom of page