Terms & Conditions

Zenzio Technologies Pvt. Ltd. ("Zenzio", "we", "our", "us") operates a food delivery platform including the Zenzio mobile application (Android and iOS) and website (zenzio.in). By using our platform, you agree to these Terms & Conditions in full.

These terms govern the relationship between Zenzio and all users including customers, restaurant partners, home chef partners, and delivery executives (Rakshi riders).

Zenzio reserves the right to refuse service to anyone for any reason at any time.

You must not create multiple accounts or use another person's account. Zenzio reserves the right to suspend or terminate accounts that violate these terms.

Order placement: All orders must be placed through the Zenzio mobile application. Orders placed through the website redirect to the app.

Pricing: Restaurant prices displayed on Zenzio are inclusive of all applicable taxes unless otherwise stated. Delivery charges, if applicable, are shown clearly before order confirmation.

Payment: Zenzio accepts UPI, debit cards, credit cards, Cash on Delivery (COD), and Zenzio wallet credits. All digital payments are processed through PCI-DSS compliant payment gateways.

Promo codes: Promotional codes are subject to specific terms and expiry dates. Misuse of promo codes may result in account suspension.

An order is confirmed only after: 1. The restaurant accepts the order 2. A Rakshi delivery executive is assigned

Zenzio acts as an intermediary between customers and restaurants. Food quality, preparation, and safety are the responsibility of the restaurant partner. Zenzio is not liable for food quality issues arising from restaurant operations.

Delivery times are estimates. Actual delivery times may vary due to traffic, weather, restaurant preparation time, and demand.

Customer cancellations: Orders may be cancelled before the restaurant accepts them for a full refund. After acceptance, cancellation is not permitted.

Restaurant cancellations: If a restaurant cancels your order, you will receive a full refund within 5-7 business days.

Refund eligibility: Refunds are provided for wrong items, missing items, or platform errors. Refunds are not provided for taste preferences or incorrect delivery addresses provided by the customer.

Please refer to our Refund & Cancellation Policy for complete details.

Zenzio is a marketplace and technology platform. The restaurant or home-cook partner that prepares food remains responsible for the food's preparation, quality, safety, packaging, menu accuracy and allergen information. Customers with allergies or dietary restrictions should ask the partner to confirm ingredients before ordering.

Every food business partner must maintain the FSSAI registration or licence applicable to its activity and turnover before listing or continuing to sell through Zenzio, and must comply with applicable requirements under the Food Safety and Standards Act, 2006, the Food Safety and Standards (Licensing and Registration of Food Businesses) Regulations, 2011, and applicable hygiene and sanitary requirements, including Schedule 4. Home kitchens are not exempt merely because food is prepared at home.

Partners must provide accurate FSSAI and business information, display or provide required information, follow food-handling and packaging controls, and promptly tell Zenzio if a registration or licence expires, is suspended, cancelled or changes. Zenzio may request documents, pause listings or remove a partner where compliance is not demonstrated. FSSAI registration or licensing does not replace any municipal, trade, fire, tax, labelling or other approval that may apply.

Orders may be delivered by Rakshi delivery partners engaged under a written arrangement with Zenzio. The partner's legal status—employee, fixed-term employee, contractor or gig/platform worker—depends on the written agreement and the actual working arrangement; marketing descriptions do not determine status.

Delivery address: You are responsible for providing an accurate, accessible delivery address. Failed deliveries due to incorrect addresses or unavailability at the delivery location are handled under our Refund & Cancellation Policy.

Contactless delivery: Available on request through in-app delivery instructions.

Zenzio reserves the right to modify, suspend, or cancel any promotional offer at any time without prior notice.

All content on the Zenzio platform - including the app, website, logos, text, graphics, and software - is the property of Zenzio Technologies Pvt. Ltd. and is protected by applicable intellectual property laws.

You may not reproduce, distribute, modify, or create derivative works from any Zenzio content without express written permission.

Zenzio's total liability in any circumstance shall not exceed the amount paid by you for the specific order in question.

These Terms & Conditions shall be governed by and construed in accordance with the laws of India. Any disputes arising from these terms shall be subject to the exclusive jurisdiction of the courts in Pondicherry, India.

Any dispute that cannot be resolved through good-faith negotiation shall be subject to binding arbitration in accordance with the Arbitration and Conciliation Act, 1996.

A Rakshi delivery partner must receive and accept written role terms before beginning deliveries. Those terms must clearly state the engagement model, delivery expectations, payout calculation, incentives, permitted deductions, equipment or vehicle arrangements, suspension/termination process, data and location use, and available support and grievance channels.

The Code on Social Security, 2020 recognises gig and platform workers and provides for social-security and welfare measures. Zenzio will comply with provisions, aggregator obligations and schemes applicable to its business and engagement model as notified from time to time, and will support eligible platform partners with applicable registration or scheme information, including e-Shram support where available. No statement on this page removes any statutory right or changes the written partner agreement.

Grievances: A Rakshi partner may write to contact@zenzio.in with the subject "Rakshi Partner Grievance" or use the channel stated in the partner agreement. Complaints will be handled confidentially to the extent possible and in accordance with applicable law, including applicable workplace sexual-harassment requirements.