Terms & Conditions

These Terms & Conditions (“Terms”) govern your access to and use of MyRasan (the “Platform”), operated by MyRasan(“we”, “us”, or “our”), available at myrasan.com. By browsing the Platform, placing an order, or confirming an order with us on WhatsApp, you agree to be bound by these Terms. If you do not agree, please do not use the Platform.

These Terms must be read together with our Privacy Policy, our Shipping & Delivery Policy, and our Cancellation & Refund Policy, each of which is incorporated into and forms part of these Terms. Please read clause 3 (Pilot phase and regulatory status) and clause 5 (Prices, charges and payment) carefully, as they describe the present scale of our operations and everything you can be charged.

1. Eligibility

You must be at least 18 years of age and competent to contract under the Indian Contract Act, 1872 to place an order. If you are below 18, you may use the Platform only through, and under the supervision of, a parent or legal guardian who accepts these Terms on your behalf. By using the Platform you confirm that the information you provide, including your name, delivery address, and contact number, is accurate, current, and complete.

2. About the service

MyRasan is an online catalogue for ordering grocery and ration essentials for home delivery within our serviceable areas. We own the stock we sell and sell it directly to you, and are therefore an inventory e-commerce entity for the purposes of the Consumer Protection (E-Commerce) Rules, 2020. We are not a marketplace, and no third-party seller transacts through the Platform.

When you place an order, a record of it is created and you are handed off to our WhatsApp Business number with a link to a read-only summary of that order. We then confirm availability, delivery timing, and payment with you directly on WhatsApp. An order is confirmed only once we acknowledge it on WhatsApp. No customer account or password is required, and we do not collect one.

3. Pilot phase and regulatory status

This clause describes the present, deliberately limited scale of our operations. Please read it carefully.

• (a) A limited pilot. MyRasan is presently operating as a limited pilot, expected to run for approximately twelve (12) months and in any event up to 31 July 2027, unless we extend, shorten, or discontinue it (the “Pilot Phase”). The purpose of the Pilot Phase is to understand demand, delivery routes, product mix, and customer expectations in a small number of localities in and around Sindri and Dhanbad, Jharkhand, so that the service can be made more dependable before it is offered at a wider scale.
• (b) What may change during the Pilot Phase. The catalogue, the serviceable areas and localities, delivery windows, applicable charges, and the days and hours on which we operate are limited during the Pilot Phase and may be varied, added to, or withdrawn by us from time to time without prior notice. Any such change applies only to orders placed after it takes effect, and never alters the prices or charges of an order you have already confirmed.
• (c) Registrations and licences. We are in the process of obtaining the registrations, licences, and permissions applicable to a food retail and home-delivery business of this nature and scale, including registration or licensing under the Food Safety and Standards Act, 2006 and the regulations made thereunder, registration under the applicable Jharkhand Shops and Establishments legislation, and such municipal, tax, and other registrations as may apply to us. We make no claim to hold any registration, licence, or permission that has not been issued to us. Where any licence or registration number is required by law to be displayed, it will be published on the Platform, and on your order summary, as soon as it is issued to us.
• (d) Your rights are not reduced. Nothing in this clause limits or postpones any right available to you under the Consumer Protection Act, 2019, the Food Safety and Standards Act, 2006, the Legal Metrology Act, 2009, or any other applicable law, nor does it reduce any obligation we owe you in respect of an order we have accepted. The Pilot Phase describes our scale of operation. It is not a disclaimer of responsibility for what we sell you.
• (e) Suspension of the pilot. We may suspend, restrict, or discontinue the Pilot Phase or the Platform, in whole or in respect of any locality, at any time. If we do so, we will either complete or cancel any accepted and undelivered order and refund in full any amount you have already paid for an order we do not deliver. Save for that refund, we shall have no further liability to you in respect of such suspension or discontinuation.

4. Orders and acceptance

• Placing an order on the Platform is an offer by you to purchase. It does not by itself create a binding contract.
• A binding contract arises only when we acknowledge and accept your order on WhatsApp, and then only in respect of the items we confirm.
• We reserve the right to accept or decline any order, in whole or in part, for reasons including unavailability of stock, an address outside our serviceable area, quantities that appear intended for resale, suspected fraud, or an error in pricing or product information.
• To keep orders within what we can reliably pack and deliver during the Pilot Phase, we apply limits on the number of distinct items in an order and on the quantity of any single item. These limits are enforced when your order is placed and are shown to you if an order exceeds them.
• The order reference generated at checkout, together with the read-only order summary we link on WhatsApp, is the authoritative record of your order. The WhatsApp chat text is editable by the sender and is not the record.

5. Prices, charges and payment

• (a) Currency and taxes. All prices are stated in Indian Rupees (INR) and are inclusive of applicable taxes unless the listing states otherwise.
• (b) There are exactly two charges. Apart from the price of the items themselves, only the following may be charged, and both are itemised in your cart and again at checkout before you confirm:
  • Delivery fee, applied in three steps that only ever reduce as your order grows. Up to the discount value for your delivery area, the full delivery fee applies. Above that value, a lower, discounted delivery fee applies. Above the free-delivery value for your area, no delivery fee is charged at all.
  • Secure packing fee, a flat amount per order, applied whatever the size of the order, covering packaging that protects your ration in transit.
• (c) No other charge. No charge of any other description is added to your order at any stage. In particular, no charge is introduced part way through your order, and adding items to your order can never increase the total of the charges payable by you.
• (d) The thresholds are exclusive. Both values are applied strictly above the stated amount, exactly as they are advertised. By way of illustration, if the free-delivery value for your area is ₹1,999, an order of ₹1,999 attracts the reduced delivery fee and an order of ₹2,000 attracts no delivery fee.
• (e) There is no minimum order value. The discount value is a threshold for a reduced delivery fee only. It is not a minimum order value, and you may place an order of any value.
• (f) Charges vary by area. The two values and the amount of each charge differ between delivery areas, because our cost of reaching each area differs. A single pincode may cover several areas at different distances from us, which is why the area you select, and not your pincode alone, determines your charges. The figures for the area you select are always displayed to you before you confirm.
• (g) The price you see is the price you pay. Prices, charges, and thresholds may be revised by us at any time. The prices and charges applicable to your order are those displayed on your screen at the moment you place it. If any of them have changed while items were sitting in your cart, we will not process your order at a different total: the order is refused, the corrected prices and charges are shown to you, and you may then confirm afresh or abandon the order.
• (h) Errors. While we take care to display accurate prices, errors may occur. If we discover a pricing error after you have ordered, we will inform you and give you the choice to proceed at the correct price or to cancel, and we will not charge you the erroneous amount without your agreement.
• (i) Payment. Payment terms, for example payment on delivery or a digital payment link such as UPI, are agreed with you on WhatsApp when we accept your order. The Platform does not process payments, and we never collect card, UPI PIN, net-banking, OTP, or other payment credentials on the Platform or over WhatsApp. Please do not share such details with anyone claiming to represent us.
• (j) Promotional offers. Any promotional or free-delivery offer is available only for the period, areas, and order values for which it is displayed, and may be varied or withdrawn at any time, without affecting orders already confirmed.

6. Delivery

We deliver only within the serviceable pincodes and areas shown on the Platform. Delivery timelines are estimates agreed with you on WhatsApp and may be affected by factors outside our reasonable control. Our Shipping & Delivery Policy sets out the details, including your obligation to be available at the delivery address during the agreed window.

7. Cancellations, returns and refunds

Because we sell perishable and consumable grocery items, cancellations, returns, and refunds are subject to specific conditions set out in our Cancellation & Refund Policy, which forms part of these Terms. In particular, any shortage, damage, or discrepancy must be reported at the time of delivery or within the short window stated in that policy, because the condition of food items cannot be verified after they have been in your possession for an extended period.

8. Product information

We make reasonable efforts to describe products, weights, units, and images accurately. Images are indicative only, and packaging, brands, and appearance may vary from those shown. The net quantity, maximum retail price, manufacturer or packer details, country of origin, batch, and best-before or expiry information for any pre-packaged item are those declared on the pack, which prevail over anything stated on the Platform. Nutritional and allergen information should be read from the manufacturer’s packaging before consumption.

Where a listed brand or pack size is unavailable, we will tell you on WhatsApp and offer an equivalent alternative. We substitute an item only with your consent, and you may instead have that item removed from your order.

9. Your responsibilities

• Provide an accurate delivery address and a reachable contact number.
• Be available to receive the delivery at the address and time confirmed.
• Use the Platform only for lawful purposes and not to place fraudulent, abusive, or bulk-resale orders without our prior written agreement. Items sold on the Platform are for household consumption and are not supplied for resale.
• Inspect your items at the time of delivery and raise any shortage, damage, or discrepancy at that time, as set out in the Cancellation & Refund Policy.
• Store perishable and temperature-sensitive items appropriately as soon as they are delivered.
• Not attempt to disrupt, probe, overload, scrape, reverse-engineer, or otherwise misuse the Platform, and not submit orders or requests by any automated means.

10. Communications

By placing an order you consent to our contacting you on the WhatsApp number, phone number, and email address you provide, in connection with that order and with service matters relating to it. Such communications are necessary to perform the contract and are not marketing. We do not send promotional messages without your consent, and you may withdraw that consent at any time by telling us on WhatsApp or by email.

11. Availability of the Platform

The Platform is provided on an “as is” and “as available” basis. We do not warrant that it will be uninterrupted or error-free, and we may suspend or withdraw all or part of it for maintenance, upgrade, or operational reasons. This does not affect any order we have already accepted.

12. Intellectual property

The MyRasan name, logo, content, design, and software are owned by us or our licensors and are protected by applicable intellectual property laws. Brand names and trade marks of the products we sell belong to their respective owners and are used only to identify those products. You may not copy, reproduce, or use any of them without the owner’s prior written permission.

13. Limitation of liability

To the maximum extent permitted by law, our total aggregate liability arising out of or in connection with any order is limited to the value of that order. We are not liable for indirect, incidental, special, or consequential losses, or for loss of profit, business, or opportunity. Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud, for any liability under the Food Safety and Standards Act, 2006, or for any other liability that cannot lawfully be excluded, and nothing in these Terms limits any right you have as a consumer under the Consumer Protection Act, 2019 that cannot lawfully be excluded.

14. Indemnity

You agree to indemnify us against any loss, claim, or demand arising from your breach of these Terms, your use of the Platform in violation of applicable law, or your provision of inaccurate delivery or contact information. This clause does not apply to anything caused by our own act, omission, or breach.

15. Third-party services

Orders are confirmed through WhatsApp, and the Platform is hosted and its order records are stored using third-party service providers. Each such service is governed by its own terms and privacy policy, over which we have no control. How we share data with them is described in our Privacy Policy.

16. Force majeure

We are not liable for any delay in, or failure of, performance caused by an event beyond our reasonable control, including an act of God, flood, storm, epidemic or pandemic, strike, civil unrest, curfew, failure of transport or utilities, act of government, or interruption of internet or telecommunication services. Where such an event prevents delivery, we will inform you and you may cancel the affected items and receive a refund of any amount already paid for them.

17. Changes to these Terms

We may update these Terms from time to time. The version published on this page, with its “Last updated” date, is the one in effect. Where a change is material, the acceptance recorded at checkout is reset, so that you are asked to accept the revised Terms before placing your next order. The Terms applicable to an order are those in force when that order is placed.

18. General

• Severability. If any provision of these Terms is held to be invalid or unenforceable, that provision shall be severed and the remainder shall continue in full force.
• Waiver. Our failure to enforce any provision is not a waiver of it, and does not prevent us from enforcing it later.
• Assignment. You may not assign your rights under these Terms. We may assign or transfer ours to a successor of our business, including on any later incorporation of the business into a company or limited liability partnership, without reducing your rights under these Terms.
• Entire agreement. These Terms, together with the policies incorporated into them, constitute the entire agreement between you and us in respect of your use of the Platform and supersede any earlier understanding.

19. Governing law and jurisdiction

These Terms are governed by, and shall be construed in accordance with, the laws of India. Subject to the rights available to a consumer under the Consumer Protection Act, 2019 to approach a consumer commission having jurisdiction, the courts at Dhanbad, Jharkhand, India shall have exclusive jurisdiction over any dispute arising out of or in connection with these Terms.

20. Grievance redressal and contact

In accordance with the Consumer Protection (E-Commerce) Rules, 2020, any complaint may be made to our Grievance Officer, who will acknowledge it within forty-eight (48) hours and endeavour to redress it within one (1) month of receipt.

• Grievance Officer: MyRasan Grievance Officer
• Email: support@myrasan.com