VillageWheels Terms & Conditions

VillageWheels Enterprise (OPC) Private Limited

Last Updated: 17 August, 2025

By accessing our app or website, you agree to the following terms, which govern your use of our services and form a binding agreement between you and VillageWheels.

🧾General Overview

• Hyperlocal delivery of groceries, essentials, and household goods
• Services available in select areas of Andhra Pradesh, expanding regularly
• Typical delivery within 30 minutes (subject to traffic, availability, and location)
• Governed by Indian law; disputes handled in Eluru, Andhra Pradesh

📱App Features

• Real-time GPS order tracking
• Smart notifications for order status
• One-tap reordering from past purchases
• In-app customer support chat
• Exclusive app-only offers and loyalty rewards
• Personalized AI-powered recommendations

👤User Eligibility & Conduct

• Users must be 18+ to use services independently
• Ages 13–17 may use the app under parental supervision
• Accurate account registration required; users are responsible for credentials

Prohibited Conduct:

• Violating laws or regulations
• Posting harmful or offensive content
• Interfering with app functionality or other users
• Using the app for unauthorized commercial purposes

💳Pricing & Payments

• Prices listed in INR, inclusive of applicable taxes
• Accepted payment methods: UPI, credit/debit cards, cash on delivery (where available)
• Prices may vary due to market conditions

🔐Privacy & Security

• Personal data handled per our Privacy Policy
• Reasonable security measures implemented to protect user information

🛡️Delivery Experience

📦Delivery Coverage

• Service available in select areas of Andhra Pradesh
• Check service availability via app or website

🕒Delivery Hours

• 7 days a week, 7:00 AM – 10:00 PM
• Orders outside delivery hours scheduled for next available slot

⏱️Delivery Timeframes

• Target delivery: within 30 minutes of order confirmation
• Delivery times may vary due to location, traffic, weather, and product availability

📲Real-Time Tracking

• Live tracking via app
• Notifications for confirmation, dispatch, ETA, and completion

💬Delivery Communication

• Delivery partners may contact you via call or message
• Ensure your phone number is active and reachable

📍Contactless Delivery

• Available upon request
• Select during checkout or notify delivery partner

🚫Failed Deliveries

May occur due to:

• Incorrect/incomplete address
• Unreachable customer
• Unsafe delivery conditions

In such cases:

• We’ll attempt contact before cancelling
• Refunds may be issued if failure is due to service error

⚠️Delays & Exceptions

Possible causes:

• Heavy traffic
• Severe weather
• High order volume
• Technical issues

We’ll notify you promptly if delays occur.

🔄Replacements for Damaged or Exchanged Products

• If approved, replacements will be arranged within 2 days
• Delivery of replacement products will be completed within 5 days

🔄Cancellation, Returns & Refunds

Grocery & Essentials (FreshMart & QuickMart)

Cancellation:

• Allowed only before dispatch
• Not permitted once packed or out for delivery
• Cancel via app or support

Refunds:

• Issued for cancellations before dispatch, out-of-stock items, or service errors
• Processed within 5–7 business days to original payment method

Returns & Replacements:

• FreshMart (Perishables):
• No returns
• Report issues within 2 hours with photo evidence
• Eligible items may be refunded or replaced
• QuickMart (Packaged Goods):
• Returns accepted within 48 hours for unopened, unused items
• Must be in original packaging
• Pickup scheduled based on availability

Exceptions:

• No returns for opened/used products, hygiene items, or items marked “non-returnable”

🍽️Food Delivery

Cancellation:

• Allowed only before preparation begins

Refunds:

• Issued for cancelled orders (before prep) or undelivered orders due to service failure
• Processed within 5–7 business days

Returns:

• Not accepted due to perishability
• Report issues within 2 hours of delivery

🛒Small Cart Fee Policy

To maintain high service standards and ensure smooth delivery operations, a Small Cart Fee of ₹199 will be applied to orders with a total value below ₹199.

This fee helps cover essential costs such as packaging, handling, and logistics for low-value orders.

💡 How It Works:

• Orders ₹199 and above: No extra fee.
• Orders below ₹199: ₹199 Small Cart Fee is added at checkout.

We encourage customers to bundle items together to enjoy free delivery and maximize value.

💳Membership Plans

• Non-cancellable and non-refundable
• Benefits valid only during active period
• Non-transferable

📑 Medicines & Pharmacy Services

🔹 Facilitation Role

• VillageWheels is a technology platform that enables customers to connect with licensed pharmacies.
• VillageWheels does not stock, sell, or distribute medicines.

🔹 Prescription Requirement

• 📝 Certain medicines are only supplied against a valid prescription as required by law.
• 📤 Customers must upload a valid prescription at the time of placing an order.
• ✅ The respective pharmacy partner is solely responsible for verifying the prescription before dispensing medicines.

🔹 Pharmacy Responsibility

• 💊 All medicine orders are fulfilled directly by licensed pharmacy partners.
• 👨‍⚕️ The pharmacy partner is responsible for:
• Verifying prescriptions.
• Ensuring medicines are genuine and within expiry.
• Proper packing and labeling.
• Issuing invoices/tax bills directly to the customer.

🔹 Limitation of Liability

VillageWheels shall not be held liable for:

• ❌ Errors in prescription verification.
• ❌ Supply of expired, counterfeit, or restricted medicines.
• ❌ Any side effects or consequences of medicines supplied by pharmacy partners.

🔹 Regulatory Compliance

• 📜 Pharmacy partners must maintain valid Drug Licenses, GST registration, and legal compliance.
• 🛡️ Customers acknowledge that VillageWheels’ role is limited to providing the digital ordering platform and not pharmacy operations.

📚Intellectual Property

• All content, trademarks, and technology are owned by VillageWheels or its licensors
• You may not copy, reproduce, or distribute any content without written consent

📝Reviews & Feedback

• All feedback submitted via app or website becomes VillageWheels’ property
• Submission implies full rights transfer

🌐App & Website License

Permitted Use:

• Personal use only

Prohibited Use:

• Modifying, reselling, or extracting data
• Copying listings or using automated tools

🔄Modification of Terms

• Terms may be updated periodically
• Continued use implies acceptance of changes