Terms of Service
Please read these terms carefully. By creating an account or using the DukanExpress apps or website, you agree to them. If you do not agree, please do not use our service.
1. What DukanExpress is
DukanExpress is a platform that connects customers with local stores (vendors) and delivery partners. Stores prepare and sell the products. Delivery partners bring them to you. DukanExpress provides the technology that connects everyone.
2. Your account
- You must give correct information when you register and keep it up to date.
- You are responsible for everything done through your account, so keep your login details private.
- You must be 18 or older, or use the service with the involvement of a parent or guardian.
- Tell us straight away if you think someone else is using your account.
3. Orders and prices
- Products, prices and stock are set by each store. We show them as accurately as we can, but stock and prices can change, and a store may be unable to supply an item.
- An order is accepted when the store confirms it. If an item is not available, the store may remove it or cancel the order, and we will tell you.
- The price shown at checkout, including any delivery charge, is the price you pay.
- Please check your order and delivery address before you place it.
4. Payment
At present you pay cash on delivery, when your order arrives. If we add other payment methods in future, they will be shown at checkout and may carry their own terms. Please keep the right amount ready, and do not pay anyone who is not the delivery partner shown for your order.
5. Delivery
- Delivery times we show are estimates, not guarantees. Weather, traffic, stock and other things outside our control can cause delays.
- Someone must be available to receive the order at the address you gave, and be reachable on the phone number you gave. If we cannot reach you after reasonable attempts, the order may be cancelled.
- We deliver only in the areas we serve. We may decline orders from outside them.
6. Cancellations, returns and refunds
- You can cancel an order in the app until the store has started preparing it. After that, it may no longer be possible.
- Please check your items when they arrive. If something is missing, damaged, spoiled or wrong, tell us as soon as you can, ideally at the time of delivery, and we or the store will look into it fairly.
- Fresh and perishable items can only be returned if they are not as described, or arrive damaged or spoiled.
- Where a refund or replacement is due, we or the store will arrange it in the way that suits the order, for example a replacement, a credit or a refund.
7. Using the service properly
You agree not to:
- give false information, or use someone else's account or details,
- place fake or abusive orders, or misuse offers, coupons or referral codes,
- harass or threaten a store, a delivery partner or our team,
- try to break, copy, reverse-engineer or overload the apps, website or servers, or
- use the service for anything illegal.
If you break these terms, we may cancel orders and suspend or close your account.
8. Extra terms for vendors
- You must keep your products, prices and stock accurate and up to date.
- You are responsible for the quality, safety, labelling and legality of what you sell, and for holding any licences or registrations the law requires for your business (for example, for food).
- You must pack orders properly and hand them to the delivery partner on time.
- Any commission or fees will be agreed with you separately.
9. Extra terms for delivery partners
- You must give correct identity details and keep them up to date.
- You must follow traffic laws, handle orders with care and treat customers and stores politely.
- You must not open, tamper with or keep an order, and you must hand cash collected on delivery to DukanExpress or the store as agreed.
- You use the Driver app to receive and complete deliveries, and the app shares your location while you are on duty, as described in our Privacy Policy.
10. Our content
The DukanExpress name, logo, apps, website and everything in them belong to us or our licensors. You may use them to use the service, but you may not copy, sell or change them without our written permission.
11. Our responsibility
We work hard to keep the service running and accurate, but we provide it "as is" and cannot promise it will always be available or error-free. Stores are responsible for the products they sell. To the fullest extent the law allows, DukanExpress is not liable for indirect or consequential loss, or for loss caused by things beyond our control. Nothing in these terms limits any right you have under Indian consumer law that cannot legally be limited, and our total liability to you for any order will not be more than the amount you paid for that order.
12. Ending your account
You can stop using DukanExpress at any time and ask us to delete your account (see our Privacy Policy). We may suspend or close an account that breaks these terms or puts others at risk.
13. Changes
We may change these terms from time to time. When we do, we will update the "Effective" date above, and for important changes we will tell you in the app or by email. If you keep using DukanExpress after a change, you accept the new terms.
14. Governing law
These terms are governed by the laws of India. Any dispute will be handled by the courts in India that have jurisdiction.