Last updated: [22 October 2026]
Welcome to Sarzo. These Terms of Service ("Terms") govern your use of the Sarzo mobile applications and website (together, the "Platform"), operated by [Business legal name], [Registered business address], India ("Sarzo", "we", "us"). By creating an account or using the Platform, you agree to these Terms.
1. About Sarzo
Sarzo is a marketplace that connects customers with local shops, independent delivery partners and independent service workers (together, "Partners") in their area. Sarzo facilitates discovery, ordering and delivery of products and the booking of services, but is not itself the seller of products listed by shops, unless explicitly stated. Individual shops and workers are independently responsible for the products and services they offer. Partners are independent businesses or contractors, not employees of Sarzo.
2. Eligibility and Account Registration
You must be at least 18 years old to create a Sarzo account or use the Platform. You are responsible for keeping your account secure and for all activity under it. Sarzo uses mobile-number OTP verification; you agree to provide accurate contact and delivery information.
3. Orders and Payments
When you place an order, you enter into a transaction with the relevant shop or worker, facilitated by Sarzo. Prices, availability and delivery times are set by the shops and workers and may vary. Payment can be made by Cash on Delivery where offered, by UPI or other online methods, or from your Sarzo wallet. Online payments are processed by our payment partner; Sarzo does not store your full payment credentials. The total you pay, including any delivery fee and handling fee, is shown before you confirm the order. Orders are subject to acceptance and availability. Sarzo may cancel or refuse an order at its discretion, including for suspected fraud or a pricing error. Where the law requires, Sarzo collects tax at source (TCS) from shops and accounts for GST on its own fees.
4. Sarzo Wallet
The Sarzo wallet holds refunds and any credits you add where top-up is available. Wallet balance can be used only to pay for orders on the Platform. It cannot be transferred to another user. Sarzo may limit wallet balances and top-ups and may adjust or suspend a wallet in case of fraud or error.
5. Delivery
Delivery times shown are estimates, not guarantees. Delivery is carried out by independent delivery partners. For some orders you may be asked to share a delivery PIN with the delivery partner or shop at handover. Sarzo makes reasonable efforts to deliver on time but is not liable for delays caused by factors outside its control, including weather, traffic or Partner unavailability.
6. Cancellations, Returns and Refunds
Return and refund eligibility depends on the product category and the shop's policy shown in the app at the time of order. If a shop cancels a paid order, the amount you paid for the cancelled items is refunded automatically. If every shop order in a single checkout is cancelled, the delivery and handling fees you paid for it are refunded as well. Refunds go to the original payment method, or to your Sarzo wallet where that is the chosen refund method or where a refund to the original method is not possible. Refunds to the original payment method may take some days to reach you, depending on your bank or payment provider. Perishable goods (fruits, vegetables, prepared food) may not be returnable once delivered, except for damaged, incorrect or missing items.
7. Worker Services
A booking with an independent worker is an agreement between you and the worker. Sarzo facilitates discovery, communication and payment, but is not a party to the service agreement and does not guarantee the quality of work.
8. User Conduct
You agree not to misuse the Platform, including by giving false information, trying to defraud shops, workers, delivery partners or Sarzo, harassing other users, or using the Platform for anything unlawful. Sarzo may suspend or terminate accounts that break these Terms.
9. Shop, Delivery and Worker Partners
Partner accounts are reviewed and must be approved by Sarzo before you can receive orders or jobs. Delivery partners and workers must submit a valid government ID that belongs to them, and Sarzo may reject or suspend any Partner whose documents are false or cannot be verified. Partners are independently responsible for complying with applicable law, including GST registration and filing (where applicable), FSSAI licensing (for food-related shops) and any trade licence required for their business. Sarzo may request and verify documents during onboarding and afterwards. Partners must keep customers' personal details private and use them only to fulfil the order.
10. Intellectual Property
The Sarzo name, logo and app design belong to Sarzo. You may not copy, modify or distribute any part of the Platform without our written permission.
11. Limitation of Liability
To the fullest extent permitted by law, Sarzo's liability for any claim arising from your use of the Platform is limited to the amount you paid for the specific order giving rise to the claim. Sarzo is not liable for indirect, incidental or consequential damages. Nothing in these Terms limits any right you have under the Consumer Protection Act, 2019 or other law that cannot be excluded.
12. Privacy
Our Privacy Policy explains how we collect and use your information and forms part of these Terms.
13. Changes to These Terms
We may update these Terms from time to time and will post the updated version here with a new "Last updated" date. Continued use of the Platform after changes are posted means you accept the revised Terms.
14. Governing Law
These Terms are governed by the laws of India. Disputes are subject to the jurisdiction of the courts at [City], India.
15. Contact Us and Grievance Officer
Grievance Officer: Apurbo Parui
Email: sarzoapp@gmail.com.
Address: [Budge Budge, Kolkata, West Bengal India]
We will acknowledge complaints within 48 hours and aim to resolve them within 30 days.