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
• Long deliveries(>4KM) between 06:00AM to 08:30PM only

📲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.

❌ Item Unavailability & Order Cancellation

1. In the event that an ordered item is not available, the vendor or VillageWheels reserves the right to cancel the order.
2. The admin or delivery partner will contact the customer via call or message within 1 hour of order placement to confirm:

• Availability of an alternative item, and
• Whether the customer agrees to receive the alternative.

1. If the customer confirms acceptance, the alternative item will be delivered.
2. If the customer declines or does not respond, the order may be cancelled.
3. In such cancellation cases, applicable refunds (if any) will be processed as per VillageWheels refund policy.

🔄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
• in case of wallet credit, will be credited immediately after cancellation

Returns:

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

Cancellation & Payment Obligation

• Once a food order is placed on the VillageWheels app, it shall be deemed as final and confirmed by the user.
• Orders cannot be cancelled if the food has already been prepared or if a delivery partner has been assigned or marked Out for Delivery.
• In such cases, the user is liable to pay the full order value.

Account Blocking Policy

• Failure to complete payment for such orders may result in temporary suspension or blocking of the user’s VillageWheels account.
• A payment link will be shared via WhatsApp for clearing the pending amount.
• The account will be restored immediately upon successful payment.

Automatic Order Acceptance

• All food orders are automatically accepted by the system.
• No phone call or manual confirmation will be provided.
• By placing an order, the user explicitly agrees to proceed with the order.

Order Notifications & Tracking

• Users will receive push notifications and live updates for:
• Order Acceptance
• Order Confirmation
• Delivery Partner Assigned
• Delay (if any)
• Out for Delivery
• Cancellation (if applicable)
• Live tracking will be available until order completion.

🛒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