Terms & Agreements

1. Introduction

Welcome to "Urban India," your preferred online Indian grocery delivery app. This comprehensive Privacy Policy outlines how we collect, utilize, share, and protect your personal information when you engage with our mobile application and associated services.

2. Information We Collect


Personal Information

When you register or place an order with "Urban India," we may collect various personal details, such as your full name, contact information, delivery address, and payment details. This information is crucial for seamless order processing, accurate delivery, and effective customer support.


Non-Personal Information

In addition to personal details, we gather non-personal information, including but not limited to device information, cookies, and usage. This information aids us in analyzing user behavior, enhancing app functionality, and improving overall user experience.

3. How We Use Your Information


Order Processing

We utilize your personal information primarily to process and fulfill your orders. This includes order confirmation, tracking, and communication regarding any changes or issues related to your purchase. It also enables us to provide efficient customer support.


Service Improvement

Both personal and non-personal information are employed to analyze trends, assess user preferences, and improve our services continually. This data-driven approach helps us enhance the functionality of the app, introduce new features, and tailor our offerings to meet your needs.


Marketing Communication

With your explicit consent, we may use your contact information to send you promotional emails, notifications, or in-app messages. These communications may include information about special offers, discounts, new product launches, and other updates. You have the option to opt-out of these communications at any time.

4. Information Sharing

We prioritize the security of your personal information. We do not sell, trade, or rent your data to third parties for marketing purposes. However, we may share your information with trusted partners and service providers who assist us in delivering our services, such as payment processors, delivery partners, and customer support platforms.

5. Third Party Privacy Policies

Urban India's Privacy Policy does not apply to other advertisers or websites. Thus, we are advising you to consult the respective Privacy Policies of these third-party ad servers for more detailed information. It may include their practices and instructions about how to opt-out of certain options.

6. Third-Party Links

The "Urban India" app may contain links to third-party websites or services. Please be aware that we are not responsible for the privacy practices, content, or security of these third-party sites. We encourage you to review the privacy policies of these external platforms before providing any personal information.

7. Children's Privacy

Our services are intended for users aged 18 and above. We do not knowingly collect personal information from children. If you are a parent or guardian and believe that your child has provided us with their personal information, please contact us, and we will promptly address the issue.

8. Changes to the Privacy Policy

We may update this Privacy Policy periodically to reflect changes in our practices or to comply with legal requirements. We will notify you of any substantial changes by posting an updated version on this page. It is your responsibility to review the Privacy Policy regularly to stay informed about how we are protecting your information.

9. Contact Us

If you have any questions, concerns, or feedback regarding our Privacy Policy or the practices of "Urban India," please do not hesitate to contact us at [support@urbanindia.ca].


Terms and Conditions for "Urban India"

1. Acceptance of Terms

By accessing or using the "Urban India" mobile application ("the App"), you agree to be bound by these Terms and Conditions. If you do not agree to these terms, please do not use the App.

2. Eligibility

To use the App, you must be at least 18 years old and have the legal capacity to enter into these Terms and Conditions. By using the App, you represent and warrant that you meet these eligibility requirements.

3. Account Registration


To access certain features of the App, you may be required to register for an account. You agree to provide accurate, current, and complete information during the registration process and to update such information to keep it accurate, current, and complete.


You are responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account. Notify us immediately of any unauthorized use of your account or any other breach of security.

4. Use of the App


You agree to use the App for lawful purposes only. You are prohibited from violating any applicable laws, regulations, or the rights of others in connection with your use of the App.


We reserve the right to refuse service, terminate accounts, or cancel orders at our discretion, including, without limitation, if we believe that customer conduct violates applicable law or is harmful to other users of the App, to us, or to third parties.

5. Orders, Payment and more


Product Availability

Product availability and prices are subject to change without notice. “Urban India” reserve the right to limit the quantity of products available for purchase.



You agree to pay the full amount for your order, including any applicable taxes and delivery fees. Payments can be made through the payment methods accepted by the App.


Order Confirmation

Upon placing an order, you will receive an order confirmation via email or within the App. This confirmation does not constitute acceptance of your order; it is a confirmation that we have received your order.


Product Availability and Order Adjustments


Product Availability

Product availability on the "Urban India" app is subject to change without prior notice. We strive to maintain accurate and up-to-date information about product availability.

In the event that a product you ordered is not available, we reserve the right to cancel the unavailable product from your order.


Order Adjustments and Refunds

If a product is canceled from your order due to unavailability, we will make reasonable efforts to notify you promptly.

You will be refunded the full amount paid for the unavailable product using the original payment or via other methods. Refunds will be processed as soon as possible, and the timeline for the refund may vary depending on your payment provider.

We are not liable for any consequential loss, inconvenience, or disappointment arising from the unavailability of a specific product.


Product Image Discrepancy


Image Disclaimer

Please note that the images of products displayed on the "Urban India" app are for illustrative purposes only.

The actual products may vary in appearance, color, size, or other attributes.


Product Representation

We make reasonable efforts to accurately represent the products through images and descriptions on the app.

However, due to variations in screen displays, product batches, or other factors, there may be differences between the images shown and the actual products received.


Order Confirmation

By placing an order through the "Urban India" app, you acknowledge and accept the possibility of slight variations between the product images and the actual products.

If you have any concerns or questions about a product, please contact our support team before placing your order.

6. Return, Refunds and Changes to order


Changes to Orders


Modifications and Cancellations

Once an order is confirmed, modifications or cancellations may not be possible. Please review your order carefully before confirming the purchase.

In exceptional circumstances, we reserve the right to cancel an order, even after confirmation. If we do so, you will be promptly notified, and any payment made for the canceled order will be refunded.


Return Eligibility


We accept returns or refunds for damaged, defective, or incorrect products.


Please contact our support team via support@urbanindia.ca within 12 hours of receiving your order to initiate a return or refund for the mentioned categories.


Non-Qualifying Returns


In the event that your reason for return falls outside the categories of damaged, defective, or incorrect products, restocking fee will be applicable which will be 25% of the total order value.


Return Criteria


To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.


Returns will be evaluated based on compliance with the mentioned criteria.


Refund Process


Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.


If the return is approved, a refund will be processed to your original payment method or any other preferred methods.


The timing of the refund may vary based on your payment provider.

7. Delivery

Information related to delivery is subjected to your location. Please review our app for more information.


Delivery Process and Order Reattempt


Delivery Attempts

Our delivery team will make reasonable efforts to deliver your order to the specified address and at the scheduled time.

If you are not available at the provided address during the scheduled delivery time, or if our delivery personnel are unable to reach you via phone, we will make second attempt to contact you.

In the event of an unsuccessful delivery due to your unavailability, our delivery personnel will make a second attempt to deliver your order on the following day or on next available day.

If the second delivery attempt is also unsuccessful, we reserve the right to cancel your order.

If your order is canceled due to repeated delivery failures, a 25% restocking fee will be deducted from your order amount.

The restocking fee is intended to cover the costs associated with the initial processing, packaging, and attempted delivery of your order.

You will be notified promptly if your order is canceled due to delivery challenges.

Refunds, after deducting the restocking fee, will be processed using the originall or any other preferred payment method.


Delivery in Apartment Buildings and Preferred Delivery Method


Apartment Building Deliveries

For customers residing in apartment buildings, our standard procedure involves our delivery personnel calling you upon arrival, requesting you to come downstairs to collect your order.

In exceptional cases, our delivery team may, with your consent, deliver your order directly to your apartment. The case may be decided by the delivery driver at the time.

Preferred methods include:

Coming downstairs to collect your order

Exceptional delivery to your apartment (with your consent).

Leaving your order on your house door or apartment lobby (with your consent).

If requested to leave order outside of house, Urban India will not be responsible for any damages occurring to order or stolen orders from outside of the house door/apartments.


Customer Notification

If no specific instructions are provided, our delivery team may default to calling you to collect the order.

Clear and accurate instructions will assist our delivery team in ensuring a smooth delivery process.


Unforeseen Circumstances


In the event of unforeseen circumstances such as adverse weather conditions, vehicle breakdowns, heavy traffic, or other unexpected situations, we may experience delays in the delivery schedule.


If your order cannot be delivered on the intended time and day due to unforeseen circumstances, we will reschedule the delivery for the next available time slot and we will promptly communicate with you through the contact information provided during the order process.


You will be notified of the updated delivery schedule, and we appreciate your understanding and cooperation in such situations.


Handling of Frozen and Refrigerated Items


Storage Guidelines

For the safety and quality of frozen and refrigerated items, it is strongly recommended that you promptly store these products in the fridge or freezer upon receiving your delivery.

Frozen and refrigerated items are sensitive to temperature fluctuations.

It is your responsibility to handle these items promptly to maintain their freshness and safety after the delivery.

By placing an order with "Urban India," you acknowledge and understand the importance of immediately storing frozen and refrigerated items upon receipt.

Failure to store these items promptly may affect their quality, safety, and compliance with food safety standards.


Customer Responsibilities


It is your responsibility to provide accurate and up-to-date delivery information, including a reachable contact number and delivery address.


Failure to provide accurate information may result in delivery challenges and potential order cancellation.


Modification of Orders in the Event of App Malfunctions or Technical Issues

  • Urban India reserves the right to modify customer orders in the event of app malfunctions or technical issues that may impact the integrity, rules or accuracy of order processing. In such cases, Urban India will make reasonable efforts to inform customers of any required modifications. Urban India may proceed with necessary modifications to fulfill the order accurately. Customers affected by such modifications will be eligible for a refund or credit, as determined by Urban India.
  • This clause helps to set expectations in the event of technical issues while also emphasizing Urban India's commitment to customer satisfaction. It's important to strike a balance between the need for flexibility in managing unexpected situations and ensuring transparency and fairness to customers.


8. Promotional Coupons

Promotional coupons issued by "Urban India" are subject to the following terms and conditions.


Coupons are non-transferable and can only be used by the account holder to whom the coupon was issued.


Coupons must be applied at the time of checkout on the "Urban India" app.


Only one coupon can be used per order unless otherwise specified in the coupon terms.


Coupons are valid until the expiration date specified on the coupon.


Expired coupons will not be accepted, and their value will not be refunded or reissued.


Coupons may have specific eligibility criteria, including minimum order value, product restrictions, or other conditions.


Users must meet the eligibility criteria to use the coupon.


Coupons may not be combined with other promotions, discounts, or offers unless explicitly stated.


If an order made using a coupon is refunded, the coupon amount will not be refunded, and the coupon will be void.


In the case of returns, the coupon amount will not be reimbursed, and the coupon will not be reissued.


"Urban India" reserves the right to cancel or suspend any coupon or associated order in the event of coupon abuse, fraud, or any violation of these terms and conditions.


"Urban India" reserves the right to modify or terminate any coupon, its terms, or the entire coupon program at any time without prior notice.

9. User Content


You may have the opportunity to submit reviews, comments, photos, or other content ("User Content"). By submitting User Content, you grant us a non-exclusive, royalty-free, perpetual, irrevocable, and fully sublicensable right to use, reproduce, modify, adapt, publish, translate, create derivative works from, distribute, and display such User Content throughout the world in any media.


You agree that User Content submitted by you does not violate the rights of any third party, including copyright, trademark, privacy, publicity, or other personal or proprietary rights.

10. Intellectual Property


All content and materials available on the App, including but not limited to text, graphics, logos, button icons, images, audio clips, data compilations, and software, are the property of "Urban India" or its content suppliers and are protected by intellectual property laws.


You may not use, reproduce, distribute, modify, transmit, perform, or display any part of this content without our prior written consent.

11. Termination


We reserve the right to terminate or suspend your account and access to the App at our sole discretion, without notice, for conduct that we believe violates these Terms and Conditions or is harmful to other users of the App, to us, or to third parties.


In the event of termination, your obligations under these Terms and Conditions will continue to apply.


In case user wish to delete their account, they can contact us to remove or delete their data from our system.

12. Changes to Terms and Conditions


We may revise these Terms and Conditions from time to time. The most current version will always be available on the App. By continuing to use the App after changes become effective, you agree to abide by those changes.

13. Contact Us


If you have any questions or concerns about these Terms and Conditions, please contact us at “support@urbanindia.ca”.

We encourage you to review these Terms and Conditions regularly to stay informed about your rights and responsibilities when using the “Urban India” App.