Terms & Conditions

1Platform Nature & Operating Model

Mavillo is a technology platform connecting customers with independent local businesses and service providers across two distinct operational models:

2Customer Registration & Account Responsibilities

Customers register via mobile phone OTP (One-Time Password) verification. As an account holder, you agree and guarantee that:

• You are at least 18 years of age or possess legal parental authorization to use the Platform.
• You will provide accurate delivery addresses, contact numbers, and recipient information.
• You are responsible for maintaining secure control over your mobile device and account OTP codes.
• You will not place fraudulent or abusive orders, nor misuse Cash on Delivery (COD) features.

3Business & Merchant Registration

Merchants register to publish store profiles, catalog items, pricing, operating hours, photos, and service listings. Independent businesses are solely responsible for the products and services they provide. Registering businesses agree that:

• They hold all valid trade, health, tax (GST), FSSAI, or statutory licenses required for their business operations.
• All product prices, descriptions, stock availability, menu items, and working hours are kept accurate.
• They are solely responsible for product safety, food quality, hygienic preparation, and service execution.

4Orders, Pricing & Charges

For order-based categories, customers may submit purchase orders through the Customer Mobile App. Order submission is subject to merchant item availability and acceptance.

Order Pricing: Product/order transactions may involve ONLINE or COD payment depending on the business and order configuration. Total price displayed at checkout includes item prices (set by merchants), applicable taxes, delivery charges, and platform fees.

5Payment Options (ONLINE & COD)

Mavillo supports two payment modes depending on the business and order:

• ONLINE Payment: Digital payments (UPI, cards, net banking) are processed through secure third-party payment gateway partners. Mavillo does not store complete card credentials or UPI PINs.
• Cash on Delivery (COD): Where enabled by the merchant or platform, customers pay the exact order total in cash to assigned delivery personnel upon arrival.

6Delivery & Dynamic Estimated Time of Arrival (ETA)

Delivery ETAs displayed in the app are calculated dynamically based on store location, destination distance, merchant preparation times, and travel route estimates.

ETA Disclaimer: Delivery ETAs are estimates and not guaranteed. Delivery times may fluctuate due to traffic density, weather, merchant prep delays, or courier availability.

7Service-Based Business Terms (Discovery Model)

• Customers can discover service providers and contact them directly via available Call or WhatsApp functionality.
• Mavillo does not process in-app service bookings or in-app service payments.
• The customer and service provider are solely responsible for agreeing upon job scope, pricing, timing, and payment terms.

8Cancellations & Refunds Policy

Cancellations and refunds depend on the applicable order status, merchant preparation state, and platform policy. Once an order is accepted and under preparation, cancellation requests may be restricted. Valid refunds for unfulfilled accepted orders are processed back to the original payment source or issued as account credits.

9Business Settlements & Platform Fees

For order-based merchant partners, Mavillo maintains transparent settlement calculations based on eligible completed sales minus applicable platform commissions and fee deductions. Merchant payouts are processed in accordance with operational settlement cycles. Mavillo does not guarantee specific payout dates.

10User Reviews & Uploaded Content

Users and merchants may upload ratings, reviews, store photos, and portfolio media. By uploading content, you grant Mavillo a non-exclusive license to host and display the content on the platform. Uploaded media must not contain copyrighted, abusive, defamatory, or unlawful material.

11Prohibited Conduct

Users agree not to engage in fraudulent order placement, COD refusal abuse, account impersonation, platform scraping, or submitting false reviews.

12Intellectual Property

All rights, titles, and interests in the Mavillo brand, software, app interfaces, and graphics belong to Mavillo.

13Account Suspension & Termination

Mavillo reserves the right to suspend or terminate accounts in cases of suspected fraud, terms violations, or illegal activity. Affected users may contact support@mavillo.in for inquiry.

14Third-Party Services

The Platform relies on third-party infrastructure (such as Google Maps, Firebase notifications, payment gateways, and SMS providers). Mavillo is not liable for external third-party outages.

15Limitation of Liability

Mavillo operates as a technology marketplace platform and shall not be liable for indirect damages, merchant product quality issues, or independent service provider performance. All statutory consumer rights remain unaffected.

16Indemnity

You agree to indemnify Mavillo against claims or losses arising from your violation of these Terms or misuse of the Platform.

17Governing Law & Jurisdiction

These Terms are governed by the laws of India. Any legal disputes shall be subject to the jurisdiction of competent courts in Telangana, India.

18Contact Information

For questions or formal inquiries regarding these Terms, contact our team: