Terms & Conditions

Effective 3 October 2026

These terms are an agreement between you and Dunoya Native Technologies LLP ("Dunoya", "we", "us"). They apply when you use the Dunoya customer app, the Dunoya Store Partner app, the Dunoya Delivery Partner app or our website dunoya.in (the "Services"). By creating an account or using the Services you accept them and our Privacy Policy. If you do not accept them, do not use the Services.

1. About these terms

You must be at least 18 years old and able to enter a contract under Indian law. If you use the Services for a business, you confirm you can bind that business. These terms are an electronic record under the Information Technology Act, 2000 and need no signature.

2. Your account

• You sign in with your mobile number and a one-time password. Keep your phone and password secure. You are responsible for activity on your account.
• Give accurate information (name, addresses, contact number) and keep it up to date.
• One person, one account. Do not share or sell accounts.

3. What Dunoya does

Dunoya is a technology platform that connects customers with nearby independent stores and with delivery partners. The products are sold by the stores. Dunoya itself does not manufacture or own the products. Product details, availability and prices come from the stores and our catalogue and may change without notice. We try to keep them accurate but cannot guarantee they are error free.

4. Orders, prices and payment

• When you place an order you make an offer to buy. It is confirmed when a store accepts it. A store may decline or be unable to fulfil an order, for example because an item is out of stock; we may then offer another store or cancel.
• The price you see at checkout (items, delivery fee and any handling or convenience fee) is the price you pay. Taxes are included where applicable.
• Payment is cash on delivery unless the app shows another option. Please pay the delivery partner the exact total shown. Online payment is not currently offered in the apps.
• If an item you ordered is unavailable or changed, the store may propose a change; you can accept it, choose another store or cancel.

5. Delivery

• We deliver only inside our service areas. The app tells you if an address is outside them.
• Times shown (for example "10 minutes") are estimates, not promises. Traffic, weather, stock and demand affect them.
• Be reachable at the address and contact number. The delivery partner can tell you through the app when they arrive. If you are not available, we may cancel the order or you may be unable to receive it.
• Check the order at delivery and tell us at once through Help & support if something is wrong.

6. Cancellations, returns and refunds

• Before the store starts packing you can cancel the order in the app at no charge.
• After the store has packed it a cancellation is recorded and may be refused or reviewed, because the store has already prepared it.
• Once it is out for delivery it cannot be cancelled in the app. Ask support to arrange a return.
• If an order is wrong, damaged, missing items or unusable, contact support through Help & support with the order number; where you are entitled to a refund or replacement we will provide it as the law and our policy require. For cash-on-delivery orders refunds are made through the method we agree with you.
• Perishable and personal-care items may not be returnable unless faulty or wrong.
• We may cancel an order for stock, safety, address or payment reasons, or if you are unreachable.

7. Using the Services

You agree not to: give false information; use the Services for anything unlawful; abuse, threaten or harass stores, delivery partners or our staff; place fake or repeat orders to disrupt the service; try to access other people's data or break, copy, scrape or reverse-engineer the Services; misuse promotions; or interfere with the security of the apps or our systems.

8. Store partners

• Stores must be genuine, legally allowed to sell what they list, and verified by us before they go live. You are responsible for your products being safe, fresh, correctly described, labelled and priced, and for any licences required (for example food safety).
• Accept orders promptly, pack accurately and hand over to the delivery partner, or deliver yourself if you chose self delivery.
• Keep your stock and prices accurate. Repeatedly missing, cancelling or mis-packing orders may lead to suspension.
• Stores are independent businesses, not employees or agents of Dunoya. Taxes on your sales are your responsibility.

9. Delivery partners

• You must be at least 18, have a valid driving licence and vehicle documents where required, and pass our verification. Provide true documents.
• You work as an independent partner, not an employee. You choose when to go online. Dunoya offers you deliveries; you may accept or decline them.
• Follow traffic law and drive safely. Handle orders with care, deliver to the right address and person, and collect the exact cash due.
• Location sharing is required while you are online or on a delivery (see our Privacy Policy). You can mark a delivery as arrived or delivered only at the delivery address.
• Cash you collect belongs to the store and is settled as the app shows; keep it safe and settle on time.

10. Our content

The Dunoya name, logo, apps, software and content are owned by Dunoya Native Technologies LLP or its licensors and protected by law. We give you a limited, non-exclusive, non-transferable right to use the apps for their intended purpose. You may not copy, modify, distribute or sell any part of them.

11. Liability

We provide the Services "as is" and do not promise they will always be uninterrupted or error free. Products are supplied by independent stores. To the extent the law allows, Dunoya is not liable for indirect or consequential losses, or for losses caused by events beyond our reasonable control. Our total liability for any claim relating to an order is limited to the amount you paid for that order. Nothing in these terms limits any right you have under the Consumer Protection Act, 2019 or any liability that cannot be limited by law.

12. Suspension and closing accounts

We may suspend or close an account, refuse service, or cancel orders if you break these terms, misuse the Services, put anyone at risk, or the law requires it. You can stop using the Services and delete your account at any time (see the account deletion page).

13. Governing law

These terms are governed by the laws of India. Courts at Chennai, Tamil Nadu have exclusive jurisdiction, subject to any right you have under consumer law to bring a complaint where you live or to a consumer commission.

14. Changes

We may change these terms or the Services. We will update the effective date above and tell you about important changes in the app. If you keep using the Services after a change you accept it.

15. Contact and grievances

See also our Privacy Policy.