TERMS & CONDITIONS
Zelqeo — Customer Agreement (India) | Version 1.0 | Effective Date: 18/07/2026 | Last Updated: 18/07/2026
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These Terms & Conditions (the “Terms”) constitute a legally binding agreement between Nexyn Group, a company incorporated under the laws of India / Kozhikode, Kerala with its registered office at Kozhikode, Kerala (“Zelqeo”, the “Company”, “we”, “us”, “our”), and you, the individual who registers for and uses the Zelqeo customer application (also branded “LastBite”) (the “App”) and the associated Zelqeo marketplace platform (together, the “Platform” or the “Services”) (“Customer”, “you”, “your”).
These Terms are an electronic record under the Information Technology Act, 2000 and rules thereunder and do not require physical or digital signatures. They are published in accordance with Rule 3(1) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Consumer Protection (E-Commerce) Rules, 2020. The Privacy Policy available in the App and at https://zelqeo-web.web.app/customer-privacy is incorporated into these Terms by reference.
BY TAPPING “AGREE”, REGISTERING AN ACCOUNT, OR ACCESSING OR USING THE SERVICES, YOU ACCEPT AND AGREE TO BE BOUND BY THESE TERMS. IF YOU DO NOT AGREE, YOU MUST NOT USE THE SERVICES.
1. Definitions and Interpretation
- “Applicable Law” means all statutes, rules, regulations, directions, orders and standards in force in India applicable to a party or the Services, including the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020 (“E-Commerce Rules”), the Food Safety and Standards Act, 2006 (“FSS Act”), the Information Technology Act, 2000, and the Digital Personal Data Protection Act, 2023;
- “Partner” or “Store” means an independent food business (restaurant, café, bakery, grocery store, cloud kitchen or similar) that lists surplus food on the Platform and is the seller of the food you buy;
- “Surprise Bag” or “Food Bag” means a listing of surplus, near-closing or short-dated food offered by a Partner through the Platform at a discounted price, whose precise contents may be undisclosed and determined by the Partner at pickup, subject to the description, category and dietary attributes stated in the listing;
- “Order” means your confirmed purchase of one or more Surprise Bags;
- “Pickup Window” means the date and time range specified in a listing during which you must collect the Order;
- “Pickup Code” means the unique code generated for an Order which you present to the Partner to complete handover;
- Headings are for convenience only; “including” means “including without limitation”; references to statutes include amendments and re-enactments.
Zelqeo operates a marketplace e-commerce platform within the meaning of the E-Commerce Rules, acting as an intermediary that facilitates the listing and sale of surplus food by independent Partners to Customers. Zelqeo does not prepare, manufacture, package, store, sell or deliver food, does not take title to any food, and is not a party to the contract of sale formed between the Partner and you upon confirmation of an Order. The Partner is the seller of record and the “food business operator” under the FSS Act in respect of all food it lists and supplies. Your contract for the purchase of food is with the Partner; Zelqeo’s role is to provide the Platform and, as described in Section 6, to collect payment on the Partner’s behalf.
3. Eligibility, Registration and Account
3.1 Eligibility
- You must be at least eighteen (18) years of age and competent to contract under the Indian Contract Act, 1872;
- You must provide true, accurate, current and complete information and keep it updated;
- You must not have been previously suspended, blocked or removed from the Platform, and you must not register a new account to circumvent any restriction or block.
3.2 Registration and Verification
Registration requires verification of your mobile number by one-time password (OTP). You may add a display name, email address, profile photo and food preferences. You are responsible for all activity under your account and for maintaining the confidentiality of your device, SIM and OTPs. Changes to your registered mobile number must be completed through the in-app OTP-verified phone-change process. You must notify us immediately at sn369cz@gmail.com of any unauthorised use of your account. We are not liable for loss arising from your failure to secure your account.
4. Browsing, Orders and Pickup
- The App displays Surprise Bags offered by nearby Partners, with an indicative description, category, dietary attributes, price and Pickup Window. Because a Surprise Bag contains surplus food, its exact contents are generally undisclosed and are determined by the Partner at pickup, subject to the stated description and dietary attributes;
- When you place an Order and payment is confirmed, a contract of sale is formed between you and the Partner, and a Pickup Code is generated. You will receive the Store location and Pickup Window in the App;
- You must collect the Order yourself (or through a person you authorise) within the Pickup Window by presenting the Pickup Code at the Store. Handover against a valid Pickup Code completes the Order;
- If you do not collect within the Pickup Window, the Order may be treated as a no-show and the food may be dealt with by the Partner. Refund treatment of no-shows is governed by Section 7;
- Surprise Bags are offered subject to availability and may sell out. Where a Partner is unable to fulfil an accepted Order (for example, stock sells through or the Store closes unexpectedly), the Order may be cancelled and you will be refunded in accordance with Section 7;
- You shall treat Partner staff courteously, collect Orders in a lawful and orderly manner, and not seek to transact off-Platform for Orders originated on the Platform.
5. Food Safety, Allergens and Suitability
- Seller responsibility: the Partner, as the food business operator, is solely responsible for the safety, quality, hygiene, preparation, packaging and labelling of the food it supplies, and for compliance with the FSS Act and regulations thereunder;
- Surplus food: Surprise Bags consist of surplus or near-closing food intended for prompt consumption. You should inspect the food on collection and consume it within a reasonable time. If you receive food that appears unsafe, spoiled or not as described, do not consume it and report it through the App so we can facilitate a resolution;
- Allergens and dietary needs: because the exact contents of a Surprise Bag may be undisclosed, the App cannot guarantee the absence of any allergen. If you have a food allergy, intolerance or specific dietary requirement, you are responsible for checking with the Partner at pickup before consuming the food. Zelqeo does not warrant that any Surprise Bag is free from a particular allergen or ingredient;
- No medical or dietary advice: information such as “vegetarian”, “vegan” or “gluten-free” tags is supplied by the Partner. While Partners are required to describe food accurately, you rely on such tags at your own discretion and should confirm with the Partner where the matter is important to your health.
6. Prices, Payments and Taxes
- Prices for Surprise Bags are set by the Partner and displayed in the App at the discounted price. Applicable taxes, platform fees or convenience charges (if any) will be shown before you confirm payment;
- Payments are processed in-app through our third-party payment provider (Stripe) and other RBI-regulated payment aggregators. You appoint Zelqeo (and its payment partners) as the Partner’s limited payment-collection agent, so that your payment to Zelqeo discharges your payment obligation to the Partner for that Order;
- You must use only payment instruments you are authorised to use. Card, UPI and other payment-instrument details are handled by the payment provider on its secure interface; Zelqeo does not store your full payment credentials;
- You shall not charge back or dispute a payment in bad faith. Fraudulent or abusive chargebacks may result in restriction or blocking of your account and recovery of amounts due, without prejudice to your genuine rights against unauthorised transactions;
- Where any tax invoice is required for a supply of food, it is issued by the Partner as the seller; Zelqeo may issue documentation in respect of its own platform charges.
7. Cancellations, Refunds and No-Shows
- Cancellation by you: you may cancel an Order in the circumstances and within the timeframes stated in the App at the time of purchase. Because Surprise Bags are prepared from perishable surplus stock reserved for you, cancellation may be restricted close to or during the Pickup Window;
- Cancellation by the Partner or system: where a Partner cancels an accepted Order (for example, stock sells through or the Store cannot open) or the system cancels it (for example, payment failure), you will be refunded the amount paid for the cancelled Order to the original payment method;
- No-shows: if you do not collect an Order within the Pickup Window and the cause is not attributable to the Partner or Zelqeo, the Order may be treated as a no-show and may not be refundable, as indicated in the App at the time of purchase;
- Non-conforming food: if the food supplied is unsafe, materially not as described, or materially short of the listing, report it promptly through the App with supporting details. Eligible cases may be resolved by refund, replacement or goodwill credit;
- Refund timelines: approved refunds are processed to the original payment method within the timelines of the payment provider and applicable law. This Section does not limit your statutory rights under the Consumer Protection Act, 2019.
8. Ratings, Reviews and User Content
You may rate and review Orders you have completed. You shall provide honest ratings and reviews based on genuine experience, shall not submit or procure fake, defamatory, obscene, hateful or misleading content, and shall not accept inducements to post or alter a review. You retain ownership of the ratings, reviews, images and other content you submit (“User Content”) and grant Zelqeo a worldwide, non-exclusive, royalty-free, sublicensable licence to host, store, reproduce, adapt (e.g., crop or compress), publish and display User Content on and in connection with the Platform and Zelqeo’s marketing of the Platform. You represent that your User Content is lawful and does not infringe any third-party rights or violate Rule 3(1)(b) of the IT Rules, 2021. We may remove or decline to publish User Content that violates these Terms or Applicable Law.
9. Prohibited Conduct
Without limiting other provisions, you shall not: (a) provide false, misleading or incomplete information to Zelqeo or Partners; (b) create multiple or fake accounts, or abuse promotions, referral schemes or first-order offers; (c) manipulate ratings, reviews, prices or metrics; (d) resell food obtained through the Platform, or use the Services for any commercial or unlawful purpose; (e) circumvent restrictions or blocks by re-registering; (f) harass, abuse, discriminate against or defraud Partners, their staff or Zelqeo personnel; (g) transact off-Platform for Orders originated on the Platform, or otherwise attempt platform circumvention; (h) introduce viruses or malicious code, or probe or test the vulnerability of the Platform without authorisation; (i) use robots, scrapers or automated means to access the Platform; or (j) assist or permit any third party to do any of the foregoing.
10. Trust & Safety: Restriction and Blocking
Automated systems monitor account activity for fraud, chargeback abuse, repeated no-shows and policy violations, and may generate flags. Accumulation of flags beyond internal thresholds may result in your account being placed under review, restricted (which may limit ordering or promotions), or, for serious violations such as fraud or abuse of Partner staff, blocked without prior notice. You may view your account status in the App and may seek human review of any restriction or block by writing to the Grievance Officer (Section 15) with supporting information; we will review in good faith and may restore your account. Restriction or blocking does not extinguish accrued rights and obligations, including our obligation to refund amounts properly due for cancelled Orders.
11. Intellectual Property
The Platform, the App, and all associated software, designs, interfaces, algorithms, databases, documentation, trade marks (including “Zelqeo” and “LastBite”, and formerly “ZelqeoFood”), logos and content (excluding User Content and Partner content) are owned by or licensed to Zelqeo and protected under Applicable Law. We grant you a limited, non-exclusive, non-transferable, non-sublicensable, revocable licence to use the App on compatible devices solely to browse and purchase food for your own personal use in accordance with these Terms. You shall not copy, modify, adapt, translate, reverse engineer, decompile, disassemble, or create derivative works of the Platform; circumvent security or access controls; interfere with its operation; or use it to build a competing product. You may use Zelqeo’s name and marks only as expressly permitted by us in writing.
12. Disclaimers
THE SERVICES ARE PROVIDED ON AN “AS IS” AND “AS AVAILABLE” BASIS. TO THE MAXIMUM EXTENT PERMITTED BY LAW, LASTCALL DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, NON-INFRINGEMENT, AND UNINTERRUPTED OR ERROR-FREE OPERATION. LASTCALL DOES NOT PREPARE OR SELL THE FOOD AND DOES NOT WARRANT THE QUALITY, SAFETY, QUANTITY OR CONTENTS OF ANY SURPRISE BAG, WHICH ARE THE RESPONSIBILITY OF THE PARTNER. TEMPORARY UNAVAILABILITY MAY OCCUR DUE TO MAINTENANCE, UPDATES, NETWORK CONDITIONS OR EVENTS BEYOND OUR CONTROL. NOTHING IN THIS SECTION EXCLUDES OR LIMITS ANY RIGHT OR REMEDY YOU HAVE AS A CONSUMER UNDER THE CONSUMER PROTECTION ACT, 2019 THAT CANNOT LAWFULLY BE EXCLUDED OR LIMITED.
13. Limitation of Liability
TO THE MAXIMUM EXTENT PERMITTED BY LAW: (A) LASTCALL SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, PUNITIVE OR EXEMPLARY DAMAGES; AND (B) LASTCALL’S AGGREGATE LIABILITY ARISING OUT OF OR RELATING TO THE PLATFORM SERVICES IN ANY TWELVE (12) MONTH PERIOD SHALL NOT EXCEED THE TOTAL PLATFORM FEES ACTUALLY RETAINED BY LASTCALL FROM YOUR ORDERS DURING THAT PERIOD OR INR 10,000 (RUPEES TEN THOUSAND), WHICHEVER IS HIGHER. THESE LIMITS APPLY TO LASTCALL’S ROLE AS INTERMEDIARY AND PLATFORM PROVIDER AND DO NOT AFFECT THE PARTNER’S LIABILITY AS SELLER, NOR ANY LIABILITY THAT CANNOT BE LIMITED UNDER APPLICABLE LAW, INCLUDING LIABILITY FOR FRAUD OR WILFUL MISCONDUCT AND YOUR NON-EXCLUDABLE RIGHTS UNDER THE CONSUMER PROTECTION ACT, 2019.
14. Term, Suspension, Termination and Account Deletion
- These Terms commence upon your acceptance and continue until terminated;
- You may terminate at any time by ceasing use and requesting account deletion through the App or support. Orders outstanding at the time must be collected or lawfully cancelled before deletion takes effect;
- We may suspend, restrict or terminate your account with immediate effect where required by law or where we reasonably believe you have materially breached these Terms, engaged in fraud, chargeback abuse or platform circumvention, or abused Partners or their staff; in other cases we may terminate for convenience on reasonable notice;
- Upon termination or deletion, your data is handled per the Privacy Policy. Termination does not affect accrued rights and liabilities, and Sections which by their nature should survive (including 5, 8, 11, 12, 13, 15 and 16) survive termination.
15. Grievance Redressal
In compliance with the E-Commerce Rules and the IT Rules, 2021, Zelqeo has appointed a Grievance Officer. You may address grievances concerning the Services to:
Grievances will be acknowledged within forty-eight (48) hours and resolved within one (1) month of receipt, or such shorter period as Applicable Law prescribes. In-app Help & Support, including FAQs and email escalation, is available within the App. This mechanism does not prejudice your rights under Applicable Law, including your right to approach the consumer dispute redressal commissions established under the Consumer Protection Act, 2019.
16. Governing Law, Dispute Resolution and Jurisdiction
- These Terms and any dispute or claim arising out of or in connection with them or the Services are governed by the laws of India;
- The parties shall first attempt to resolve any dispute amicably through the grievance process and good-faith discussion;
- Subject to your non-excludable rights as a consumer, the courts of India shall have jurisdiction over disputes arising out of or relating to these Terms. Nothing in these Terms requires you to give up your right, as a consumer, to file a complaint before the consumer dispute redressal commission having territorial jurisdiction under the Consumer Protection Act, 2019, or prevents either party from seeking urgent injunctive relief from a court of competent jurisdiction.
17. Modifications to the Terms and the Services
We may amend these Terms from time to time. Material amendments will be notified through the App, push notification or email before taking effect, except where a shorter period is required by law, security or regulatory reasons. Your continued use after the effective date constitutes acceptance; if you do not agree, your sole remedy is to stop using the Services and terminate under Section 14. We may also modify, add, suspend or discontinue features of the Services at any time, and may issue app updates that you must install to continue using the App.
18. General Provisions
- Entire agreement: these Terms and the Privacy Policy constitute the entire agreement between you and Zelqeo regarding the Platform and supersede all prior understandings;
- Assignment: you may not assign these Terms or your account without our prior written consent; we may assign to an affiliate or in connection with a merger, acquisition or sale of assets;
- Severability: if any provision is held invalid or unenforceable, it shall be enforced to the maximum extent permissible and the remaining provisions shall remain in full force;
- Waiver: no failure or delay in exercising any right constitutes a waiver; waivers must be in writing;
- Language: these Terms are executed in English; any translation is for convenience and the English version prevails;
- Electronic acceptance: acceptance by tap, click or continued use is valid and enforceable under the Information Technology Act, 2000.