Terms & Conditions

1. About Carnatic Foods Private Limited

• These Terms and Conditions ("Terms") are published by Carnatic Foods Private Limited ("Company", "we", "us", or "our"), a private limited company incorporated under the Companies Act, 2013, having its registered office at Plot No. 87, Sun Garden, Morattandi, Auroville, Vanur, Villupuram, Tamil Nadu 605101, India.
• CIN: U56100TN2025PTC180902
• The Company owns and operates the quick service restaurant brand "raagas" and the associated website, progressive web application, mobile applications, and digital ordering platform (collectively, the "Platform"). raagas is a brand of Carnatic Foods Private Limited — it is not a separate legal entity, marketplace, or food aggregator. All food items offered on the Platform are prepared, cooked, and sold by Carnatic Foods Private Limited through its own outlets and kitchens.

2. Definitions and Interpretation

• In these Terms, unless the context otherwise requires, the following capitalised terms shall have the meanings ascribed to them below:
• "Account" means the registered user account created on the Platform using a valid Indian mobile number through one-time password (OTP) verification.
• "Applicable Laws" means all applicable statutes, enactments, acts of legislature, laws, ordinances, rules, bye-laws, regulations, notifications, guidelines, directions, directives, and orders of any governmental authority, statutory body, tribunal, board, or court in India, including but not limited to the statutes listed in Section 3 of these Terms.
• "Business Day" means any day other than a Saturday, Sunday, or public holiday declared by the Central Government or the Government of Tamil Nadu.
• "Content" means all text, graphics, images, photographs, logos, trademarks, service marks, trade dress, audio, video, software, source code, data, page layout, user interfaces, and other material displayed on or available through the Platform.
• "Delivery Area" means the geographic area within which the Company provides delivery services from a particular raagas outlet, as determined by the Company at its sole discretion and subject to change without notice.
• "Delivery Partner" means any third-party logistics service provider engaged by the Company as an independent contractor for the purpose of delivering Orders to Users.
• "Force Majeure Event" has the meaning ascribed to it in Section 19 of these Terms.
• "Intellectual Property" means all patents, copyrights, trademarks, service marks, trade names, trade dress, domain names, goodwill, trade secrets, know-how, database rights, and all other intellectual property rights, whether registered or unregistered, and all applications for and renewals or extensions of the same.
• "Menu" means the list of food and beverage items available for order on the Platform at any given time, which may vary by outlet, time of day, and availability.
• "Order" means a request placed by a User through the Platform for the purchase of food and beverage items from a raagas outlet.
• "Order Value" means the total amount payable by the User for an Order, inclusive of item prices, applicable taxes, delivery charges, packaging charges, and any other fees, after deduction of any applicable discounts or promotional offers.
• "Personal Data" shall have the meaning assigned to it under Section 2(t) of the Digital Personal Data Protection Act, 2023.
• "Platform" means the raagas website (raagas.co.in), progressive web application, mobile applications (when launched), and all related digital properties, subdomains, application programming interfaces (APIs), and backend services operated by the Company.
• "Services" means the online food ordering, delivery, takeaway, pickup, and any other services offered by the Company through the Platform.
• "User", "You", or "Your" means any natural person who accesses, browses, registers on, or uses the Platform or the Services in any manner.

3. Acceptance of Terms

• By accessing, browsing, or using the Platform in any manner, You acknowledge that You have read, understood, and unconditionally agree to be bound by these Terms, our Privacy Policy (raagas.co.in/legal/privacy), Cookie Policy (raagas.co.in/legal/cookies), Refund and Cancellation Policy (raagas.co.in/legal/refund-policy), Shipping and Delivery Policy (raagas.co.in/legal/delivery-policy), and Disclaimer (raagas.co.in/legal/disclaimer) — collectively, the "Agreements". If You do not agree to any part of these Agreements, You must immediately cease all use of the Platform.
• These Terms constitute an electronic record within the meaning of Section 2(t) of the Information Technology Act, 2000 and are deemed to be an electronic record under Section 57 of the Bharatiya Sakshya Adhiniyam, 2023. This electronic record is generated by a computer system and does not require any physical or digital signature.
• These Terms are published in compliance with Rule 3(1) of the Information Technology (Intermediaries Guidelines and Digital Media Ethics Code) Rules, 2021 and Rule 4 of the Consumer Protection (E-Commerce) Rules, 2020, which mandate the publication of terms of use, rules, regulations, and privacy policy for access to or usage of the Platform.
• By placing an Order through the Platform, You enter into a legally binding contract with Carnatic Foods Private Limited for the purchase of food and beverage items, governed by these Terms, the Indian Contract Act, 1872, the Sale of Goods Act, 1930, the Consumer Protection Act, 2019, and all other Applicable Laws.

4. Eligibility

• The Platform and Services are available only to persons who are competent to contract within the meaning of Section 11 of the Indian Contract Act, 1872. You represent and warrant that You are at least eighteen (18) years of age, of sound mind, and not disqualified from contracting by any law to which You are subject.
• Persons who are "incompetent to contract" within the meaning of the Indian Contract Act, 1872 — including minors (persons under 18 years of age), undischarged insolvents, and persons of unsound mind — are not permitted to use the Platform independently.
• If You are a minor (under 18 years of age), You may use the Platform solely under the direct supervision of, and with the verifiable consent of, a parent or legal guardian who agrees to be bound by these Terms. The parent or legal guardian shall be jointly and severally responsible and liable for all activities conducted through the Account, all Orders placed, and all obligations arising hereunder.
• By using the Platform, You represent and warrant that: (a) all information You provide during registration and use is accurate, current, complete, and not misleading; (b) You shall promptly update such information if it changes; and (c) You are duly authorised to use the payment method provided for any Order.

5. Account Registration and Security

6. Our Services

• raagas is a quick service restaurant brand owned and operated by Carnatic Foods Private Limited. The Platform enables You to browse our Menu, customise food items, place Orders for food and beverage items, and arrange for delivery to Your address or takeaway (self-pickup) from our outlets.
• The Company is not a marketplace, food aggregator, intermediary, or platform service provider. All food items listed on the Platform are prepared and sold directly by Carnatic Foods Private Limited through its own outlets, kitchens, and operations. The Company bears full responsibility for the food it prepares and sells, subject to the disclaimers and limitations set out in these Terms.
• Services are subject to availability and may vary by outlet, geographic location, time of day, day of the week, season, and other operational factors. The Company reserves the right to modify, expand, suspend, or discontinue any Service, feature, or functionality of the Platform at any time, without prior notice and without liability to You.
• The Company may, from time to time, expand its Services to include dine-in reservations, catering, meal plans, subscription services, loyalty programmes, gift cards, and other offerings. Such additional Services shall be governed by these Terms and any supplementary terms notified at the time of their launch.
• The Company does not levy any service charge on Orders. The total amount payable is limited to the item prices, applicable taxes (GST), delivery charges, packaging charges, and any other fees explicitly displayed at the time of checkout.

7. Menu, Pricing and Availability

8. Ordering Process

• An Order placed by a User on the Platform constitutes an offer to purchase the selected items at the displayed price. It does not constitute acceptance by the Company. The Company reserves the absolute right to accept or reject any Order, in whole or in part, at its sole discretion and without assigning any reason.
• An Order is deemed accepted only upon the Company transmitting an Order confirmation notification (via the Platform, SMS, email, or push notification) to the User. Until such confirmation is received, no binding contract exists between the User and the Company for that Order.
• The Company may establish minimum order values for delivery Orders, which may vary by outlet, Delivery Area, time of day, and promotional periods. Orders below the applicable minimum value shall not be processed for delivery but may be available for takeaway.
• Once an Order is confirmed and food preparation has commenced, modification of the Order — including adding, removing, substituting, or altering item quantities, customisations, or delivery details — shall not be permitted. Users who wish to add items must place a separate Order.
• The Company reserves the right to contact the User via phone call, SMS, or in-app message to verify Order details, delivery address, payment, or identity — particularly for high-value Orders, first-time Users, Orders to new delivery addresses, or Orders flagged by the Company's fraud detection systems. Failure to respond to verification attempts may result in cancellation of the Order.

9. Payment Terms

10. Cancellation and Refunds

• Once an Order is placed and confirmed on the Platform, it cannot be cancelled, modified, or altered by the User. This policy is necessitated by the perishable nature of food products — food preparation commences immediately upon Order confirmation, and prepared food items cannot be resold, repurposed, repackaged, or returned to inventory. This is in accordance with the Consumer Protection (E-Commerce) Rules, 2020, which recognise the exemption of perishable goods from standard return and cancellation policies.
• The Company reserves the right to cancel any Order at its sole discretion for operational, quality, safety, or regulatory reasons, including but not limited to the circumstances described in the Refund and Cancellation Policy. In all Company-initiated cancellations, a full refund shall be issued.
• The complete terms governing refund eligibility, complaint timelines, evidence requirements, refund processing timelines, chargeback policy, and anti-fraud measures are set out in the Company's Refund and Cancellation Policy, available at raagas.co.in/legal/refund-policy, which is incorporated into these Terms by reference. Users are strongly advised to read the Refund and Cancellation Policy carefully before placing an Order.

11. Delivery Terms

• The delivery of Orders is governed by the Company's Shipping and Delivery Policy, available at raagas.co.in/legal/delivery-policy, which is incorporated into these Terms by reference.
• Estimated delivery times displayed on the Platform are approximate estimates only and do not constitute a guaranteed delivery time, a representation, or a warranty. Actual delivery times may vary due to factors beyond the Company's reasonable control.
• The Company fulfils delivery through a combination of its own dedicated delivery fleet and third-party logistics partners ("Delivery Partners") engaged as independent contractors. While the Company takes responsibility for food safety and quality during transit, Delivery Partners are not employees, agents, or representatives of the Company, and the Company shall not be liable for the personal conduct, traffic violations, or acts of Delivery Partners that are beyond the scope of food delivery.
• The Company shall not be liable for any loss, inconvenience, or damage resulting from delivery delays caused by factors beyond its reasonable control, including but not limited to traffic conditions, adverse weather, road closures, public disturbances, and Force Majeure Events.

12. Food Safety, Quality and Allergens

13. Intellectual Property

• All Content on the Platform — including but not limited to the "raagas" name, logo, brand identity, trademarks, service marks, trade dress, taglines, product names, domain names (raagas.co.in and all subdomains), graphics, photographs, illustrations, icons, audio clips, video clips, software, source code, object code, databases, page layout, visual design, and the selection, coordination, compilation, and arrangement thereof — is the exclusive property of Carnatic Foods Private Limited or its licensors and is protected under the Copyright Act, 1957, the Trade Marks Act, 1999, the Patents Act, 1970, the Designs Act, 2000, the Information Technology Act, 2000, and other applicable intellectual property laws of India and international treaties to which India is a party.
• The Company grants You a limited, non-exclusive, non-transferable, non-sublicensable, revocable, personal licence to access and use the Platform solely for the purpose of browsing the Menu, placing Orders, and using the Services for personal, non-commercial purposes, in strict accordance with these Terms. This licence does not include the right to: (a) copy, modify, adapt, translate, reproduce, distribute, republish, or create derivative works from any Content; (b) use any data mining, robots, spiders, scrapers, crawlers, or similar automated data gathering, extraction, or harvesting tools on the Platform; (c) download any portion of the Platform (other than page caching) or any information contained therein; (d) use the Platform, Content, or any portion thereof for any commercial purpose; or (e) frame, mirror, or use meta tags or any other form of link to the Platform without the Company's prior written consent.
• Any unauthorised use of the Content — including reproduction, distribution, modification, display, transmission, licensing, or exploitation — without the prior written consent of the Company is strictly prohibited and may result in civil liability (including injunctive relief and damages) and criminal liability under Applicable Laws.
• If You provide any feedback, suggestions, ideas, improvement proposals, or recommendations regarding the Platform, Services, Menu, or operations ("Feedback"), You hereby irrevocably and unconditionally assign to the Company all rights, title, and interest — including all Intellectual Property rights — in and to such Feedback, without restriction. The Company shall be free to use, disclose, reproduce, license, exploit, and commercialise such Feedback in any manner and for any purpose, without restriction, attribution, or compensation to You.

14. User Conduct and Prohibited Activities

• You agree to use the Platform solely for lawful purposes and in strict compliance with these Terms, all other Agreements, and all Applicable Laws. You shall not use the Platform in any manner that could damage, disable, overburden, or impair the Platform or interfere with any other party's use of the Platform. The following activities are expressly prohibited:
• Using the Platform for any unlawful, fraudulent, deceptive, or malicious purpose, or in furtherance of any illegal activity, including any offence under the Bharatiya Nyaya Sanhita, 2023 or the Information Technology Act, 2000.
• Impersonating any person or entity, or falsely stating or otherwise misrepresenting Your identity, age, or affiliation with any person or entity.
• Creating multiple Accounts to circumvent Account suspensions, exploit promotional offers, manipulate pricing, abuse the refund process, or game the Platform in any manner.
• Engaging in fraudulent activities including but not limited to: filing false or exaggerated refund claims, initiating unjustified chargebacks, fabricating or manipulating photographic or video evidence, manipulating pricing or promotions through technical exploits, or providing false delivery information.
• Harassing, threatening, abusing, stalking, intimidating, or engaging in any form of misconduct towards the Company's employees, delivery personnel, Delivery Partners, customer support staff, or other Users, whether through the Platform, in person, or through any other medium.
• Attempting to gain unauthorised access to any portion of the Platform, other User Accounts, computer systems, servers, networks, databases, or any data not intentionally made available to You, through hacking, password mining, brute force, social engineering, or any other unauthorised means.
• Using automated systems, scripts, bots, scrapers, crawlers, spiders, or any similar automated data extraction, collection, or monitoring tools to access the Platform, collect data, or send communications through the Platform, without the Company's prior written consent.
• Transmitting any virus, worm, Trojan horse, ransomware, spyware, adware, keylogger, or any other harmful, malicious, or disruptive code, file, or programme through the Platform.
• Interfering with or disrupting the Platform, its servers, networks, infrastructure, or security mechanisms, or disobeying any requirements, procedures, policies, or regulations of networks connected to the Platform.
• Reproducing, distributing, publicly displaying, publicly performing, broadcasting, or creating derivative works from any Content without the Company's prior written consent.
• Using the Platform to transmit unsolicited commercial communications (spam), chain letters, pyramid schemes, or any content that is unlawful, harmful, threatening, abusive, harassing, tortious, defamatory, vulgar, obscene, libellous, invasive of another's privacy, hateful, or racially, ethnically, or otherwise objectionable.
• Violation of any of these prohibitions may result in: immediate suspension or permanent termination of Your Account; forfeiture of any pending refunds, credits, promotional balances, or benefits; recovery of any losses or damages suffered by the Company; and referral to appropriate law enforcement authorities for criminal prosecution under the Bharatiya Nyaya Sanhita, 2023 (including Sections 318 and 319 relating to cheating and dishonest inducement), the Information Technology Act, 2000, and any other Applicable Laws. The Company reserves the right to pursue all available civil and criminal remedies.

15. User-Generated Content

• The Platform may permit Users to submit reviews, ratings, photographs, comments, feedback, or other content ("User Content"). By submitting User Content to the Platform, You grant the Company a non-exclusive, worldwide, perpetual, irrevocable, royalty-free, fully-paid, transferable, sub-licensable licence to use, reproduce, modify, adapt, publish, translate, distribute, display, perform, and create derivative works from such User Content, in any medium and format now known or hereafter developed, for any purpose, including commercial purposes, without compensation, attribution, or prior approval from You.
• You represent and warrant that: (a) You are the sole owner of or have all necessary rights, licences, consents, and permissions to submit the User Content and to grant the licence above; (b) the User Content is truthful, accurate, and not misleading; (c) the User Content does not infringe, violate, or misappropriate any Intellectual Property, privacy, publicity, or other rights of any third party; (d) the User Content complies with all Applicable Laws; and (e) the User Content is not defamatory, obscene, threatening, abusive, discriminatory, or otherwise objectionable.
• The Company does not endorse, verify, adopt, or assume any responsibility for User Content. Views expressed in User Content are solely those of the contributing User and do not represent the views, opinions, or positions of the Company. The Company reserves the right (but assumes no obligation) to monitor, review, edit, refuse to publish, or remove any User Content at its sole discretion, at any time and for any reason, including but not limited to User Content that violates these Terms or that the Company considers inappropriate, misleading, or objectionable.

16. Disclaimers

17. Limitation of Liability

• TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, THE TOTAL AGGREGATE LIABILITY OF CARNATIC FOODS PRIVATE LIMITED, ITS DIRECTORS, OFFICERS, EMPLOYEES, AGENTS, AFFILIATES, SUCCESSORS, AND ASSIGNS, ARISING OUT OF OR IN CONNECTION WITH THESE TERMS, THE PLATFORM, THE SERVICES, ANY ORDER, OR ANY MATTER CONTEMPLATED HEREIN — WHETHER IN CONTRACT, TORT (INCLUDING NEGLIGENCE AND STRICT LIABILITY), STATUTORY LIABILITY, MISREPRESENTATION, RESTITUTION, OR OTHERWISE — SHALL NOT EXCEED THE ORDER VALUE ACTUALLY PAID BY YOU FOR THE SPECIFIC ORDER DIRECTLY GIVING RISE TO THE CLAIM.
• IN NO EVENT SHALL THE COMPANY, ITS DIRECTORS, OFFICERS, EMPLOYEES, AGENTS, AFFILIATES, SUCCESSORS, OR ASSIGNS BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, EXEMPLARY, PUNITIVE, OR AGGRAVATED DAMAGES, INCLUDING BUT NOT LIMITED TO LOSS OF PROFITS, LOSS OF REVENUE, LOSS OF DATA, LOSS OF GOODWILL, LOSS OF BUSINESS OPPORTUNITY, BUSINESS INTERRUPTION, LOSS OF ANTICIPATED SAVINGS, COST OF PROCUREMENT OF SUBSTITUTE GOODS OR SERVICES, OR ANY DAMAGES ARISING FROM PERSONAL INJURY OR PROPERTY DAMAGE, HOWSOEVER CAUSED, ARISING OUT OF OR IN CONNECTION WITH THE USE OF OR INABILITY TO USE THE PLATFORM OR SERVICES, EVEN IF THE COMPANY HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.
• Nothing in these Terms shall exclude or limit the Company's liability for: (a) death or personal injury caused by the Company's proven negligence; (b) fraud or fraudulent misrepresentation; (c) wilful misconduct or gross negligence; or (d) any liability that cannot be excluded, limited, or restricted under Applicable Laws, including the non-excludable statutory rights and remedies available under the Consumer Protection Act, 2019 and the Food Safety and Standards Act, 2006.
• The limitations and exclusions of liability set out in this Section shall apply to the fullest extent permitted by law in the applicable jurisdiction, shall be cumulative and not in addition to any other limitation or exclusion of liability set out elsewhere in these Terms or any other Agreement, and shall survive the termination or expiry of these Terms.

18. Indemnification

You agree to indemnify, defend, and hold harmless Carnatic Foods Private Limited, its directors, officers, employees, agents, affiliates, successors, and assigns (collectively, "Indemnified Parties") from and against any and all claims, demands, actions, proceedings, losses, liabilities, damages, judgments, penalties, fines, costs, and expenses (including reasonable legal fees and disbursements) arising from or in connection with: (a) Your access to or use of the Platform or Services; (b) Your breach of any provision of these Terms, any other Agreement, or any Applicable Law; (c) Your violation or infringement of any rights of a third party, including Intellectual Property rights, privacy rights, or contractual rights; (d) any User Content submitted by You; (e) any fraudulent, abusive, deceptive, or illegal activity conducted through or in connection with Your Account; (f) Your negligence, wilful misconduct, or bad faith; or (g) any misrepresentation made by You. This indemnification obligation shall survive the termination or expiry of these Terms and Your Account, and shall apply regardless of the form of action.

19. Force Majeure

The Company shall not be liable for, and shall not be deemed to be in breach of these Terms by reason of, any failure or delay in the performance of any of its obligations hereunder, where such failure or delay arises directly or indirectly from any Force Majeure Event. "Force Majeure Event" means any event or circumstance beyond the Company's reasonable control, including but not limited to: acts of God; natural disasters (including floods, earthquakes, tsunamis, cyclones, landslides, and volcanic eruptions); adverse weather conditions (including heavy rainfall, storms, fog, extreme heat, or cold waves); epidemics, pandemics (including COVID-19 or any future pandemic), and public health emergencies; fire, explosion, or chemical contamination; war, armed conflict, invasion, military action, terrorism, or threat thereof; riots, civil unrest, insurrection, rebellion, revolution, or civil commotion; strikes, lockouts, work stoppages, industrial disputes, or labour shortages; government actions, orders, directives, restrictions, sanctions, embargoes, quarantines, curfews, or shutdowns; changes in law, regulation, or government policy; failure or disruption of utility services (including electricity, water, gas, telecommunications, or internet); cyber attacks, ransomware, distributed denial-of-service attacks, system failures, or data centre outages; supply chain disruptions, raw material shortages, or ingredient unavailability; blockades, port closures, or transportation disruptions; and any other event of a similar nature that is beyond the Company's reasonable control. During the continuance of a Force Majeure Event, the Company's affected obligations shall be suspended, delivery timelines shall be extended accordingly, and neither party shall have any claim against the other for such non-performance.

20. Dispute Resolution and Governing Law

21. Privacy and Data Protection

Your use of the Platform is subject to the Company's Privacy Policy, available at raagas.co.in/legal/privacy, which is incorporated into these Terms by reference. The Company processes Personal Data in its capacity as a Data Fiduciary under the Digital Personal Data Protection Act, 2023, and in compliance with the Digital Personal Data Protection Rules, 2025, the Information Technology Act, 2000, the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011, and all other Applicable Laws relating to data protection and privacy. By using the Platform, You acknowledge that You have read, understood, and agree to the Privacy Policy. The Company's collection, use, storage, retention, sharing, and disclosure of Your Personal Data shall be governed solely by the Privacy Policy.

22. Promotional Offers and Coupons

• The Company may, from time to time, offer promotional discounts, coupon codes, cashback offers, referral rewards, loyalty points, or other incentives ("Promotional Offers") at its sole and absolute discretion.
• All Promotional Offers are subject to specific terms and conditions as communicated at the time of the offer, including eligibility criteria, validity period, minimum order value, and usage limits. The Company reserves the right to modify, suspend, extend, or withdraw any Promotional Offer at any time without prior notice and without incurring any liability.
• Unless otherwise explicitly stated: (a) only one (1) coupon code or Promotional Offer may be applied per Order; (b) Promotional Offers are personal, non-transferable, non-encashable, and cannot be combined with other offers or discounts; (c) Promotional Offers are valid for a limited period and subject to the conditions specified therein; (d) the Company reserves the absolute right to reject, revoke, or claw back any Promotional Offer where misuse, fraud, gaming, or abuse is suspected or detected.
• Refunds for Orders placed using Promotional Offers shall be calculated on the net amount actually paid by the User (i.e., the Order Value after deduction of the proportionate discount). The Company shall not be obligated to reinstate, reissue, or compensate for the Promotional Offer or discount amount on a refunded or cancelled Order.

23. Communication and Notifications

• By creating an Account on the Platform, You expressly consent to receive transactional communications from the Company via SMS, email, push notifications, WhatsApp, in-app messages, and any other electronic communication channel, relating to Your Account, Orders, and the Services — including Order confirmations, status updates, delivery notifications, payment receipts, refund confirmations, security alerts, and service announcements. These transactional communications are essential to the Services and cannot be opted out of while maintaining an active Account.
• The Company may also send You promotional and marketing communications — including offers, discounts, new menu announcements, and marketing campaigns — only with Your separate, explicit, and informed consent, obtained through a clear affirmative action. You may opt out of marketing communications at any time by: (a) adjusting Your notification preferences in Account settings; (b) clicking the unsubscribe link in marketing emails; (c) replying "STOP" to marketing SMS messages; or (d) writing to care@raagas.co.in. Opting out of marketing communications shall not affect transactional communications.
• You agree and acknowledge that all notices, disclosures, agreements, and other communications that the Company provides to You electronically — via email, SMS, in-app notification, or through the Platform — shall satisfy any legal requirement that such communications be in writing, to the extent permitted by Applicable Law.

24. General Provisions