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Terms and condition

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Terms and Conditions

Last updated: 27 December 2025

Welcome to Fresh Family ("we," "our," or "us"), operated by Domivox Private Limited. Thank you for choosing us for your food delivery needs! We value transparency. Please read these Terms and Conditions (“Terms”) carefully before using our website, mobile app, or related services (collectively called “Services”).

By using our Services, you agree to follow and be bound by these Terms. If you do not agree, please do not use our Services.

1. Use of Services

1.1 Eligibility
To use Fresh Family, you must:

  • Be at least 18 years old, or have consent from a parent or guardian if younger.

  • Provide accurate, complete, and up-to-date information when signing up or placing orders.

1.2 Prohibited Activities
You agree NOT to:

  • Use the Services for anything illegal or harmful.

  • Interfere with the normal functioning or security of our Services.

  • Provide false, misleading, or fraudulent information.

2. Orders and Payments

2.1 Placing Orders

  • All orders are subject to acceptance and availability of restaurants and delivery partners.

  • Confirmed orders generally cannot be canceled or modified unless we specifically allow it.

2.2 Payments

  • Use payment methods provided in the app (UPI, cards, wallets, cash on delivery).

  • Prices include applicable taxes unless stated otherwise.

2.3 Third-Party Restaurants

  • We connect you with local restaurants and kitchens. We are not responsible for food preparation, taste, or hygiene — that’s the restaurant’s responsibility.

  • Report any issues related to food quality within 24 hours via support@freshfamily.in.

3. Delivery

3.1 Delivery Services

  • We aim to deliver within the estimated time, but delays may occur due to traffic, weather, or other uncontrollable factors.

  • Provide a correct and accessible delivery address to avoid delays.

3.2 Delivery Issues

4. Refunds and Cancellations

4.1 Refund Policy

  • Refunds are given at our discretion for wrong orders or reported issues within 24 hours.

  • Request a refund by emailing your order details to support@freshfamily.in.

4.2 Cancellations

  • Orders cannot usually be canceled after confirmation unless Fresh Family permits due to exceptional circumstances.

5. User Accounts

5.1 Account Responsibilities

  • Keep your login information safe and confidential.

  • Inform us immediately if you suspect unauthorized access.

5.2 Account Termination and Deletion

  • We may suspend or terminate accounts violating these Terms or laws.

  • Users can request permanent deletion of their account and personal data by emailing support@freshfamily.in. Requests will be processed within 7 business days.

6. Intellectual Property

  • All content, logos, graphics, and trademarks in Fresh Family are owned by us or our licensors.

  • You cannot copy, modify, or use them without permission.

7. Limitation of Liability

  • We are not responsible for indirect or incidental damages from your use of the Services.

  • We do not guarantee uninterrupted or error-free Services.

  • We are not liable for issues caused by third-party restaurants or delivery partners.

8. Indemnification

By using Fresh Family, you agree to protect and hold us harmless from claims, damages, or losses arising from misuse of the Services or violation of these Terms.

9. Governing Law and Jurisdiction

These Terms are governed by the laws of India. Disputes will be handled exclusively by the courts of Bongaigaon, Assam.

10. Changes to Terms

  • We may update these Terms occasionally.

  • The new version will be posted here with an updated effective date.

  • Continued use of the Services constitutes acceptance of the updated Terms.

11. Contact Us

For questions, concerns, or requests regarding these Terms, email us at:
📧 support@freshfamily.in