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CraNau Customer Terms of Service

Last updated: 27 August 2026

Version: 2026-08-27

Applies to: CraNau Customer App (Android and iOS) and related customer-facing services at https://cranau.com

Operator: CraNau India Private Limited (brand: CraNau)

Registered office: M.M. Choubey Ward, Behind Chaturvedi Complex, Katni, Madhya Pradesh 483501, India

Support: support@cranau.com

Website: https://cranau.com

1. Introduction and acceptance

1.1. These Terms of Service ("Terms") constitute a legally binding agreement between you ("you", "Customer", or "User") and CraNau India Private Limited, a company incorporated under the Companies Act, 2013, with its registered office at Katni, Madhya Pradesh, India ("CraNau", "we", "us", or "our").

1.2. By downloading, installing, accessing, registering for, or using the CraNau Customer App or any related website, feature, or service (collectively, the "Platform" or "Services"), you acknowledge that you have read, understood, and agree to be bound by these Terms, our Privacy Policy, Refund Policy, and any additional terms, guidelines, or policies referenced herein or presented in the app at the time of use.

1.3. If you do not agree to these Terms, you must not access or use the Platform. Your continued use of the Platform after we publish changes to these Terms constitutes acceptance of the revised Terms to the extent permitted by applicable law.

1.4. These Terms are designed to comply with applicable Indian law, including the Information Technology Act, 2000, the Consumer Protection Act, 2019, the Digital Personal Data Protection Act, 2023 ("DPDP Act"), and applicable rules and guidelines issued thereunder, as well as requirements of the Google Play Store and Apple App Store for marketplace and consumer applications.

2. Platform role and marketplace disclaimer

2.1. Intermediary and technology platform. CraNau operates a multi-utility technology platform that connects customers with independent third-party partners, including restaurants, grocery and retail stores, pharmacies, transporters, home-service professionals, and delivery partners ("Partners"). Unless expressly stated in writing for a specific transaction, CraNau is not the seller, manufacturer, restaurant, pharmacy, transport operator, or direct provider of goods or services listed on the Platform.

2.2. Contract formation. When you place an order or booking through the Platform, the contract for supply of goods or performance of services is primarily between you and the relevant Partner, subject to CraNau's role as facilitator for discovery, ordering, payment routing (where applicable), and support. CraNau may act as a payment collection agent or marketplace facilitator as described in the app and at checkout.

2.3. No guarantee of availability. Listings, menus, prices, inventory, delivery times, service areas, and Partner availability are provided by Partners or derived from Partner systems and may change without notice. CraNau does not guarantee that any Partner will accept your order or complete a booking.

2.4. Partner responsibility. Partners are solely responsible for the quality, safety, legality, labelling, packaging, preparation, dispensing (where applicable), and fulfilment of goods and services they offer, except where CraNau expressly assumes a specific obligation in writing.

2.5. Regulatory compliance. Partners are expected to maintain valid licences, registrations, and permits required for their business (for example, FSSAI for food businesses, drug licences for pharmacies, and transport permits for ride or courier operators). CraNau may display licence or verification badges for informational purposes but does not warrant uninterrupted regulatory compliance by every Partner.

3. Eligibility

3.1. You must be at least 18 years of age and competent to contract under the Indian Contract Act, 1872 to register for and use the Platform.

3.2. If you are using the Platform on behalf of a company or other legal entity, you represent that you are authorised to bind that entity to these Terms.

3.3. CraNau may refuse registration, suspend, or terminate access where we reasonably believe you do not meet eligibility requirements, provided false information, or violate these Terms or applicable law.

3.4. Certain Services (for example, purchase of restricted medicines, or alcohol where a restaurant Partner is licensed and the app permits it) may carry additional eligibility or verification requirements as displayed in the app or required by law.

4. Account registration and security

4.1. To use most features, you must create an account using a valid Indian mobile number. Sign-in uses a one-time password (OTP) sent to that number (and, where enabled, Firebase Phone Authentication). You may also set a password for account recovery where the app supports it.

4.2. You agree to provide accurate, current, and complete information during registration and to keep your profile updated. You are responsible for all activity that occurs under your account.

4.3. You must safeguard your login credentials, device access, and one-time passwords. Notify us promptly at support@cranau.com if you suspect unauthorised access.

4.4. CraNau may limit the number of accounts per person or device, require re-verification, or restrict features to prevent fraud, abuse, or duplicate promotional use.

4.5. If you use Gishti Circle, you choose an anonymous username. That username and related trust signals (for example, order-credit status) may be visible to other Circle participants. It is not a public social-network profile of your legal name unless you choose to share identifying details.

5. Description of Services

The CraNau Customer App provides access to multiple utilities through a unified account. Specific features may be rolled out by city, Partner availability, or app version. The principal utilities include:

5.1. Food — restaurant delivery and pickup

5.1.1. Browse restaurants, view menus, customise items, schedule or place immediate orders for delivery or pickup.

5.1.2. Track order status, receive notifications, communicate with Partners via Gishti order chat, apply coupons where eligible, and use Help Center / Report a partner tools.

5.1.3. Pickup orders must be collected within the time window shown in the app; failure to collect may result in cancellation and refund treatment per our Refund Policy. Delivery and pickup may require a completion OTP shown in the app.

5.2. Online shopping

5.2.1. Grocery, pharmacy, electronics, fashion, stationery, and other retail categories from Partner stores listed on the Platform (availability varies by city and Partner).

5.2.2. Features may include search, filters, product detail pages, store profiles, delivery or pickup, pay-at-store for pickup, and order tracking. Substitutions or omitted items may occur when stock changes after you order.

5.2.3. Pharmacy orders may require prescription upload and pharmacist review before fulfilment; see Section 8.

5.2.4. Returns, if any, follow the store’s return window as shown in the app and our Refund Policy. There is no blanket free-return guarantee, especially for perishables.

5.3. Rides and cabs

5.3.1. Request on-demand or scheduled rides with independent transport Partners, view fare estimates or auction quotes, track trips, and share trip status using the in-app Share for safety sheet (opens your device share options, for example SMS or WhatsApp).

5.3.2. Fares, surge or auction pricing, cancellation, and vehicle categories are determined by Partner rules and Platform configuration displayed before confirmation. Ride payment is typically settled directly with the Partner (cash or UPI at the door), not as a CraNau gateway capture, unless the app explicitly shows otherwise.

5.4. Home services

5.4.1. Book services such as repairs, cleaning, installation, pickup-and-drop laundry, or other categories offered by independent home-service Partners in your area.

5.4.2. Service scope, pricing, rescheduling, and warranties are as described by the Partner and shown at booking. Some jobs require a licensed or credentialed professional, chemical-safety precautions, a workshop visit, or pickup and drop. Where shown, you must confirm the in-app notices before checkout. CraNau is an intermediary and does not itself perform the service.

5.4.3. Pickup-and-drop jobs reserve a short collection window. Ready-by timing shown in the app is an estimate for return of items, not a blocked all-day appointment.

5.4.4. A visit charge (capped as shown in the app, currently up to ₹499) may be collected online via Razorpay to confirm the booking. The job fee is paid after service (cash or UPI to the Partner). If the booking cannot be placed after a captured visit charge (for example, slot unavailable), CraNau refunds the visit charge per the Refund Policy.

5.5. Delivery of your orders

5.5.1. Food and shopping delivery is fulfilled by restaurant/store self-delivery or independent delivery Partners who bid for or are assigned the job. CraNau does not currently offer a standalone “send a parcel” courier product for customers.

5.5.2. Live courier location, delivery OTP, and door-settlement (pay the Partner in cash or UPI) may appear on the tracking screen where enabled.

5.6. Payments

5.6.1. Pay via Razorpay-supported methods (UPI, cards, net banking, and wallets offered by Razorpay) where prepaid checkout is shown, cash on delivery (COD) where offered, pay-at-store for pickup, or direct payment to Partners (pay-driver, pay-expert, door UPI) where the Platform explicitly enables those flows.

5.6.2. The Platform does not operate a CraNau Cash, stored-value wallet, or in-app promotional balance.

5.6.3. Payment success, failure, and refund timelines depend on payment partners and our Refund Policy.

5.7. Gishti — order chat and community

5.7.1. Gishti order chat facilitates communication related to active orders or bookings between you, Partners, delivery personnel, or CraNau support. Order-chat payloads are encrypted in the app before transmission (AES-256-GCM with per-session keys). Metadata (timestamps, participants, order linkage) is stored to operate the service. CraNau may still act on reports, safety, and legal requests.

5.7.2. Gishti Circle provides local community discussion using your chosen anonymous username. Circle messages are stored on CraNau servers and are not end-to-end encrypted. Posting or responding may require completed-order credits as shown in the app. Community rules apply; see Section 10.

5.8. Location, maps, and addresses

5.8.1. The Platform uses device GPS, map services, and saved addresses to show nearby Partners, estimate delivery times, navigate couriers, and fulfil rides or home-service visits.

5.8.2. You may save multiple addresses (home, work, other) and set a default delivery location.

5.9. Notifications, ads, and support

5.9.1. We send push notifications, SMS, email, or in-app messages for order updates, OTPs, security alerts, and service announcements. You may manage certain preferences in device or app settings.

5.9.2. The app may show CraNau promotional placements (banners, deals, cross-sell cards) subject to marketing preferences where the app provides them.

5.9.3. Help is available through Gishti chat with your Partner, in-app Help Center FAQs, Report a partner (order-bound reports within 24 hours, except safety, which may be filed anytime), and support@cranau.com. Reporting a partner asks CraNau to review the order and chat; it is not a refund request. False or abusive reports may affect your account.

6. Orders, bookings, and cancellations

6.1. Placing orders. When you submit an order or booking, you make an offer to the Partner subject to acceptance. Acceptance may be automatic upon payment authorisation or manual Partner confirmation, as indicated for that category.

6.2. Pricing and fees. Checkout shows item totals and applicable platform taxes. Restaurant food (pickup, Razorpay prepaid, and cash on delivery): CraNau collects 5% GST as e-commerce operator and remits as required. The payable total is the same regardless of payment method. Shopping (MRP goods): CraNau does not add customer GST. Partners may revise prices before acceptance; you will be prompted to confirm revised totals where required.

6.3. Cancellations by you. Cancellation rights, fees, and refund eligibility depend on order status, utility type, and our Refund Policy. For example, food orders may not be cancellable after preparation starts; rides may incur cancellation charges after driver assignment; shopping cancel-before-confirm may refund prepaid amounts.

6.4. Cancellations by Partner or CraNau. Orders may be cancelled or modified due to stock unavailability, prescription rejection, safety concerns, fraud review, force majeure, or operational limits. Applicable refunds are processed per the Refund Policy.

6.5. Failed or incomplete fulfilment. If delivery, pickup, ride, or service completion fails, report the issue promptly via the app. CraNau or the Partner will investigate and determine remedies including refund, replacement, or redelivery as per policy.

6.6. Refunds. All refunds are governed by the CraNau Customer Refund Policy, incorporated by reference. Where CraNau captured a Razorpay payment, refunds return to the original payment method. CraNau does not credit a CraNau wallet.

6.7. Promotional offers. Coupons and campaign offers are subject to separate terms shown at offer time. CraNau may modify or withdraw offers without prior notice except where prohibited by law.

7. Payments and financial terms

7.1. Authorisation. By providing payment details, you authorise CraNau and its payment partners to charge the total amount for your order, including applicable taxes and fees, where prepaid checkout is used.

7.2. Razorpay. Online payments are processed through Razorpay or other designated payment gateways. Your use of payment methods is also subject to the gateway's and issuer's terms. CraNau does not store full card credentials on its servers where tokenisation is used.

7.3. Cash on delivery. COD orders require payment to the delivery partner or Partner at fulfilment. Refusal to pay after acceptance may result in account restrictions and recovery action permitted by law.

7.4. Direct partner payments. Where you pay a Partner directly (rides, home-service job fees, door UPI, pay-at-store), CraNau is not responsible for payment disputes between you and the Partner except where CraNau explicitly records or guarantees the transaction (for example, a captured visit charge).

7.5. Chargebacks. Initiating a chargeback without contacting support may lead to suspension pending investigation. We may share transaction evidence with payment partners.

7.6. Taxes. You are responsible for any taxes not collected at source where applicable. Tax invoices may be issued by Partners or CraNau as displayed on the order receipt.

8. Pharmacy, prescriptions, and health-related orders

8.1. Prescription medicines. Orders for prescription-only medicines require upload of a valid prescription ("Rx") in the format accepted by the app (image or PDF). You represent that prescriptions are genuine, issued to you or a dependent you are authorised to order for, and not expired unless refill rules apply.

8.2. Pharmacist review. Licensed pharmacy Partners or their pharmacists may accept, reject, or request modification of orders based on prescription validity, dosage, drug interactions, or regulatory requirements. Rejected prescriptions result in cancellation and refund of prepaid amounts per the Refund Policy.

8.3. No medical advice. CraNau does not provide medical advice, diagnosis, or treatment. Product descriptions and health content are informational. Consult a qualified healthcare professional before using medicines.

8.4. OTC and wellness products. Over-the-counter products may be sold subject to Partner policies and local law. Age-restricted or scheduled substances are sold only where legally permitted.

8.5. Data handling. Prescription images are processed per our Privacy Policy and applicable pharmacy regulations. Do not upload unrelated personal documents as Rx.

9. Location services and maps

9.1. Permission. Many features require location permission (precise or approximate). You may deny permission, but some Services will not function correctly.

9.2. Use of location. We use location to determine serviceability, show nearby Partners, calculate ETAs, assign delivery partners, track rides, and improve maps. Location is used while you are actively using those features; we do not require always-on background tracking for customers when you are not in an active order, ride, or tracking session.

9.3. Third-party maps. Map display, geocoding, and places data may be provided by Google Maps / Google Places or other providers subject to their terms.

9.4. Accuracy. GPS and address data may be inaccurate. Verify delivery pins and instructions. CraNau is not liable for losses caused solely by incorrect addresses you provide.

9.5. Saved addresses. You may store addresses in your account. You are responsible for ensuring recipients consent to deliveries at those locations.

10. Communications, Gishti, and community rules

10.1. Service communications. You consent to receive transactional communications related to orders, security, and account activity via push notification, SMS, email, or in-app messaging.

10.2. Gishti order chat. Use order chat only for fulfilment-related communication. Harassment, abusive language, spam, or sharing of unrelated promotional content is prohibited.

10.3. Gishti Circle. Community chat is moderated by automated and human systems. Messages are stored on CraNau infrastructure and may be reviewed for safety, legal compliance, and policy enforcement. Gishti Circle is not end-to-end encrypted.

10.4. Prohibited content in chat. You must not post content that is illegal, defamatory, obscene, hateful, infringing, fraudulent, or that shares others' personal data without consent.

10.5. Enforcement. CraNau may remove content, restrict community access, or suspend accounts for violations. Repeat offenders may be permanently banned.

10.6. No reliance. Community posts are user-generated opinions and not advice from CraNau or Partners.

11. User content and licence

11.1. Your content. You may submit reviews, ratings, photos, prescription images, chat messages, profile information, Gishti Circle posts, and other materials ("User Content").

11.2. Licence to CraNau. You grant CraNau a non-exclusive, worldwide, royalty-free licence to use, store, reproduce, modify, display, and distribute User Content as necessary to operate the Platform, provide support, improve Services, comply with law, and enforce these Terms.

11.3. Representations. You represent that you own or have rights to User Content and that its submission does not violate third-party rights or law.

11.4. Removal. We may remove User Content that violates these Terms or law without notice.

12. Prohibited conduct

You agree not to:

12.1. Use the Platform for unlawful purposes or in violation of export control, sanctions, or anti-bribery laws.

12.2. Impersonate any person, misrepresent your affiliation, or create fraudulent accounts.

12.3. Interfere with Platform security, scrape data, reverse engineer the app except as permitted by law, or use bots without authorisation.

12.4. Place fake orders, abuse refunds, payment chargebacks, promotions, or coupons.

12.5. Upload malware, viruses, or harmful code.

12.6. Harass Partners, delivery personnel, drivers, support staff, or other users.

12.7. Order restricted items (for example, illegal drugs, weapons, hazardous materials).

12.8. Circumvent fees, taxes, or Partner policies by off-platform dealings where the Platform requires in-app completion.

12.9. Violate intellectual property, privacy, or publicity rights of CraNau or third parties.

CraNau may investigate violations and cooperate with law enforcement.

13. Intellectual property

13.1. The Platform, including software, logos, trademarks, trade dress, text, graphics, and layout, is owned by CraNau or its licensors and protected by Indian and international intellectual property laws.

13.2. These Terms grant you a limited, non-transferable, revocable licence to use the Customer App for personal, non-commercial purposes in accordance with these Terms.

13.3. You may not copy, modify, distribute, sell, or lease any part of the Platform or create derivative works without written consent.

13.4. Partner names, logos, and product images are property of respective Partners.

14. Disclaimers

14.1. THE PLATFORM AND SERVICES ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS TO THE MAXIMUM EXTENT PERMITTED BY LAW.

14.2. CRANAU DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT.

14.3. CRANAU DOES NOT WARRANT UNINTERRUPTED, ERROR-FREE, OR SECURE OPERATION, OR THAT DEFECTS WILL BE CORRECTED.

14.4. CRANAU IS NOT RESPONSIBLE FOR ACTS OR OMISSIONS OF PARTNERS, DELIVERY PERSONNEL, DRIVERS, OR THIRD-PARTY SERVICE PROVIDERS.

14.5. FOOD, PRODUCTS, MEDICINES, AND SERVICES MAY CAUSE ALLERGIC REACTIONS, INJURY, OR LOSS. YOU ASSUME RISK ASSOCIATED WITH CONSUMPTION, USE, OR TRAVEL EXCEPT WHERE LIABILITY CANNOT BE DISCLAIMED UNDER INDIAN LAW.

14.6. ESTIMATED DELIVERY TIMES AND ETAS ARE APPROXIMATE ONLY.

Nothing in this Section excludes liability that cannot be excluded under the Consumer Protection Act, 2019 or other mandatory law.

15. Limitation of liability

15.1. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE INDIAN LAW, CRANAU AND ITS DIRECTORS, OFFICERS, EMPLOYEES, AND AGENTS SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR FOR LOSS OF PROFITS, DATA, GOODWILL, OR BUSINESS OPPORTUNITY, ARISING FROM YOUR USE OF THE PLATFORM.

15.2. CRANAU'S AGGREGATE LIABILITY FOR ALL CLAIMS ARISING OUT OF OR RELATING TO THESE TERMS OR THE PLATFORM SHALL NOT EXCEED THE GREATER OF (A) THE AMOUNT YOU PAID TO CRANAU FOR THE SPECIFIC ORDER OR BOOKING GIVING RISE TO THE CLAIM IN THE THREE (3) MONTHS PRECEDING THE CLAIM, OR (B) INR 5,000 (RUPEES FIVE THOUSAND ONLY).

15.3. The limitations in this Section apply whether liability is based on contract, tort, negligence, strict liability, or otherwise, even if CraNau has been advised of the possibility of such damages.

15.4. Mandatory statutory rights under consumer protection law remain unaffected where applicable to you as a consumer.

16. Indemnity

16.1. You agree to indemnify, defend, and hold harmless CraNau, its affiliates, directors, officers, employees, and agents from and against any claims, damages, losses, liabilities, costs, and expenses (including reasonable legal fees) arising out of or related to:

(a) your use of the Platform; (b) your User Content; (c) your violation of these Terms or applicable law; (d) your dispute with a Partner or another user; or (e) inaccurate information you provide, including prescriptions or address data.

16.2. CraNau may assume exclusive defence of any matter subject to indemnification; you agree to cooperate reasonably.

17. Suspension and termination

17.1. CraNau may suspend or terminate your account or access to any Service at any time for violation of these Terms, suspected fraud, legal requirement, or operational reasons, with or without notice where permitted.

17.2. You may stop using the Platform at any time and request account deletion by emailing support@cranau.com (subject line "Account deletion"), subject to retention obligations in our Privacy Policy and law. In-app account deletion may be added later; until then, email is the supported path.

17.3. Sections that by nature should survive termination (including payment obligations, disclaimers, limitation of liability, indemnity, and dispute resolution) shall survive.

18. Dispute resolution and governing law

18.1. Governing law. These Terms are governed by the laws of India, without regard to conflict-of-law principles.

18.2. Informal resolution. Before initiating formal proceedings, you agree to contact support@cranau.com and attempt good-faith resolution for at least fifteen (15) days.

18.3. Jurisdiction. Subject to Section 18.4, the courts at Katni, Madhya Pradesh, India shall have exclusive jurisdiction over disputes arising from these Terms, except where mandatory consumer jurisdiction applies in your place of residence under the Consumer Protection Act, 2019.

18.4. Arbitration. At CraNau's option, or by mutual agreement, disputes may be referred to online arbitration administered under the Arbitration and Conciliation Act, 1996, by a sole arbitrator appointed in accordance with applicable rules. Seat of arbitration: Katni, Madhya Pradesh. Language: English or Hindi. Award may be entered in any court of competent jurisdiction.

18.5. Class action waiver. To the extent permitted by law, disputes must be brought individually and not as a plaintiff or class member in any purported class or representative proceeding.

19. Changes to these Terms

19.1. CraNau may modify these Terms at any time. We will post the updated Terms in the app and on https://cranau.com with a revised "Last updated" date.

19.2. Material changes may be notified via in-app notice, email, or SMS where required by law or app store policies.

19.3. Your continued use after the effective date of changes constitutes acceptance. If you do not agree, discontinue use and contact support to close your account.

20. Third-party services and links

20.1. The Platform integrates third-party services including payment gateways, maps, cloud hosting, crash reporting, push notifications, and Partner systems. Your use of those services may be subject to separate terms and privacy notices.

20.2. CraNau is not responsible for third-party websites, apps, or content linked from the Platform.

21. Force majeure

CraNau shall not be liable for failure or delay in performance resulting from events beyond reasonable control, including natural disasters, epidemics, government actions, internet or telecom failures, strikes, or Partner shutdowns.

22. General provisions

22.1. Entire agreement. These Terms, together with the Privacy Policy and Refund Policy, constitute the entire agreement regarding the Customer App.

22.2. Severability. If any provision is held invalid, the remaining provisions remain in effect.

22.3. Waiver. Failure to enforce a provision is not a waiver of future enforcement.

22.4. Assignment. You may not assign these Terms without CraNau's consent. CraNau may assign these Terms in connection with merger, acquisition, or sale of assets.

22.5. Language. In case of conflict between translations, the English version prevails unless law requires otherwise.

22.6. Time zone. All user-visible dates, times, greetings, and “today” calendars in the Customer App use India Standard Time (IST, UTC+05:30).

23. Contact

For questions about these Terms or the Platform:

CraNau India Private Limited Email: support@cranau.com Website: https://cranau.com Registered office: M.M. Choubey Ward, Behind Chaturvedi Complex, Katni, Madhya Pradesh 483501, India

24. Grievance officer

In accordance with the Information Technology Act, 2000, the Consumer Protection (E-Commerce) Rules, 2020, and the Digital Personal Data Protection Act, 2023:

You may lodge a grievance regarding the Platform, orders, data protection, or content. We will acknowledge complaints within forty-eight (48) hours where required and endeavour to resolve them within fifteen (15) days, or within timelines prescribed by applicable law, whichever is stricter.

For data-principal rights under the DPDP Act, see our Privacy Policy.

By using the CraNau Customer App, you confirm that you have read and agree to these Terms of Service.