Terms & Conditions

Last updated: 22 October 2026. These terms apply when you use FluuexQR ordering, marketplace, restaurant tools and delivery services. Review our Privacy Policy and Cancellation & Refund Policy before ordering. The merchant name, itemised basket, service mode and complete payable amount shown at checkout form part of your order.

1. Marketplace roles

FluuexQR provides ordering and operational technology. The restaurant or merchant shown on the order is responsible for preparing, packing and supplying its listed products, menu information, ingredients and allergen information. Delivery may be handled by that merchant or an assigned delivery partner. We will identify the merchant and display applicable item, tax, service, delivery, tip, discount and other charges before order placement. A payment processor may separately handle online payment.

2. Customer information and account safety

Provide a reachable phone number and accurate pickup or delivery details. You are responsible for reviewing the selected restaurant, quantities, item options, address, service mode and total before submitting. Do not impersonate another person, share staff credentials, interfere with the service, exploit promotions, submit false complaints or create orders to harass a merchant or delivery partner. Contact support promptly if a number or account is being misused.

3. Menu, substitutions and order changes

Items, prices, portions, ingredients, allergens and availability are controlled by the merchant and can change. If an item becomes unavailable, order staff may contact you and offer a replacement from the same restaurant. A replacement, added item or quantity change must be accepted by you and recorded on the order; the revised item value and payable total will be shown before preparation continues. If you do not accept an available substitute, request cancellation through support. The restaurant, item, accepted changes and final total are retained in the order record.

4. Payment, delivery and refusal charges

Pay only through the method shown at checkout or the merchant’s expressly authorised collection process. Delivery fees are calculated using the published service settings and eligible destination; an estimated distance or arrival time can change with route and traffic conditions. Keep your phone reachable and provide a serviceable address. If a customer expressly refuses an order after the assigned rider reaches the confirmed destination, support may review a reasonable, disclosed failed-delivery cost. The order team must record the incident and reason. Any such amount will be shown before collection on a later order and may be disputed with support; it is not an undisclosed penalty. A refused order does not remove statutory rights or a valid complaint about quality, safety, wrong items or delivery.

5. Discounts, wallet and referrals

Coupons, company-funded discounts, wallet balances and referral rewards are subject to the eligibility, limits, expiry and minimum order displayed in the relevant offer or wallet. Discounts are applied once to the eligible basket and cannot exceed its eligible value. Rewards are credited only when the stated qualifying event occurs; cancelled, refunded, self-referred, duplicate or abusive orders may not qualify. We will show a company-funded discount and order adjustment in the order details. Contact support if the displayed ledger or balance appears incorrect.

6. Cancellations, complaints and refunds

Cancellation and replacement options depend on order status and applicable law. Raise missing, wrong, damaged, unsafe or incomplete order issues promptly with the order code and supporting details. The merchant and support team will investigate and explain the resolution. See the Cancellation & Refund Policy; no policy term removes a consumer protection or remedy that cannot lawfully be excluded.

7. Merchant, staff and hotel accounts

Merchants are responsible for their menu accuracy, applicable licenses, taxes, food safety, customer complaints and staff authorization. Staff accounts must be used only for their assigned locations/roles. Hotel booking, stay settlement and room-service terms shown by the hotel remain applicable. Fees for subscription plans and any trial will be those disclosed in the merchant’s agreed plan or contract.

8. Abuse, restrictions and service availability

We may temporarily restrict or block an account or payment method when reasonably necessary to protect customers, merchants, delivery partners or the platform from suspected fraud, non-payment, harassment, account compromise or repeated failed delivery. Restrictions are proportionate to the issue where practicable. Contact support to request review. We may also pause features for maintenance, connectivity or third-party outages.

9. Third parties and service availability

Some functions use payment gateways, maps, hosting, messaging and delivery providers with separate terms. The service may be interrupted for maintenance, connectivity or events outside reasonable control. No clause excludes consumer rights or liabilities that cannot legally be excluded.

10. Support, disputes and changes

Contact hello@fluuexqr.com with your order code and issue. We will acknowledge consumer complaints within 48 hours and work to resolve them within one month, subject to applicable law. We may update these terms prospectively; any revised version will display its effective date. Mandatory consumer protections and the laws of India apply.