Terms & Conditions

These Terms & Conditions ("Terms") govern your use of the Tenlly customer app, the Tenlly delivery partner app, our website and related services (together, the "Services"). By creating an account or placing an order you agree to these Terms and to our Privacy Policy. If you do not agree, please do not use the Services.

1. About us

Tenlly is a cloud-kitchen food ordering and delivery service operated by TENLLY PRIVATE LIMITED, with registered office at No. 7-41, Near Hanuman Temple, Adilabad, Adilabad District, Adilabad - 504001, Telangana, India ("Tenlly", "we", "us", "our").

FSSAI Licence No.: to be published before launch. Our FSSAI licence application is in progress; once issued, the number will be shown here and the licence displayed at our kitchen premises as required by law.

2. Eligibility and your account

• You must be at least 18 years old to use the Services.
• Accounts are created with your mobile number and verified by a one-time password (OTP). Keep your device and SIM secure — anything done through your logged-in account is treated as done by you.
• You agree to provide accurate information and to keep your profile and addresses up to date. One account per person; accounts are non-transferable.

3. Service area

We deliver only within a limited radius of our kitchen (currently about 5 km). Serviceability is checked against your delivery address when you order; addresses outside the service area cannot be served.

4. Orders and food safety

• An order is an offer to purchase; it is confirmed only when accepted by the kitchen. We may decline or cancel orders due to item unavailability, serviceability, suspected fraud or misuse, or technical error — any amount already paid for such an order is refunded in full.
• Menu photos are illustrative; presentation and portioning may vary.
• Our dishes are prepared in a single kitchen that handles common allergens (including dairy, nuts, gluten, soy). We cannot guarantee any dish is allergen-free. If you have an allergy, review the menu information and contact support before ordering — you order at your own risk.
• Food is perishable: consume promptly on delivery and do not re-serve after prolonged storage.

5. Prices and payment

• Prices shown in the app are in Indian Rupees and include applicable taxes unless stated otherwise. Delivery and other fees, if any, are shown before you confirm your order.
• Online payments are processed by Razorpay. We never see or store your card number, UPI PIN or banking credentials.
• Cash on Delivery may be offered at our discretion and can be withdrawn for specific areas, order values or accounts.
• Obvious pricing errors may be corrected, and affected orders cancelled and refunded, even after confirmation.

6. Tenlly Wallet

• The wallet holds promotional and refund credits up to a maximum balance of ₹1,000. Credits can be used to pay for orders in full or in part.
• Wallet credits are not withdrawable as cash, not transferable, and have no value outside the Services.
• Credits obtained through fraud or misuse (including referral abuse) may be reversed and the account suspended.
• Any remaining credits lapse when your account is closed or terminated, except where the law requires otherwise.

7. Cancellations and refunds

• To cancel an order, contact support immediately. Orders can be cancelled while they are still pending; once the kitchen has accepted the order and preparation has begun, it cannot be cancelled.
• If we cancel your order (unavailability, serviceability, error), any prepaid amount is refunded to your original payment method. Refunds are initiated promptly and typically reach you within 5–7 business days, depending on your bank.
• Wrong, missing or quality-affected items: report them to support within 2 hours of delivery, with photos where possible. Depending on the issue, we may offer a replacement, wallet credit or refund at our reasonable discretion.
• Nothing in these Terms limits your rights under the Consumer Protection Act, 2019.

8. Delivery

• Delivery times shown in the app are estimates and may vary with traffic, weather and kitchen load.
• Provide a complete, accurate address and stay reachable on your registered number. Calls between you and the delivery partner are connected through a masked line — neither side sees the other's number.
• If delivery fails because the address is wrong or you cannot be reached after reasonable attempts, the order may be treated as delivered and will not be eligible for a refund.

9. Referral programme

• When a new user signs up with your referral code, you and they each receive ₹150 in wallet credit, subject to the ₹1,000 wallet cap.
• Each user's code can be used by up to 5 new users.
• Self-referrals, fake accounts or other abuse lead to reversal of credits and account suspension.
• We may modify, pause or end the referral programme at any time; credits already granted are unaffected.

10. Coupons and offers

• Coupons carry their own conditions (minimum order value, validity, usage limits) shown in the app, and cannot be exchanged for cash.
• We may withdraw or modify offers at any time, and cancel orders that misuse them.

11. Delivery partner terms

This section applies to users of the Tenlly delivery partner app, in addition to the rest of these Terms.

• Delivery partners are independent service providers, not employees, agents or representatives of Tenlly. These Terms do not create an employment relationship.
• Onboarding requires identity and payout verification: Aadhaar, driving licence, bank account details and a profile photo. You must hold a valid driving licence and comply with traffic and safety laws at all times.
• While you are marked available or on a delivery, your GPS location is tracked to assign orders and show delivery progress to customers.
• Earnings are credited per completed delivery and paid to your registered bank account. Repeated unjustified rejections or misconduct may lead to temporary blocks or termination.
• You must treat customers respectfully and handle food hygienically; customer contact details may be used only to complete the delivery.

12. Acceptable use

• Do not use the Services for any unlawful purpose, or abuse, harass or threaten our staff or delivery partners.
• Do not misuse coupons, wallet credits or referral rewards, place fake orders, or attempt to interfere with, reverse engineer or gain unauthorised access to the Services.
• We may suspend or terminate accounts that violate these Terms, and recover amounts owed from wallet balances where lawful.

13. Intellectual property, disclaimers and liability

• All content in the Services — the Tenlly name, logo, designs, text and images — belongs to Tenlly or its licensors. You may not reproduce or distribute it without written permission.
• The Services are provided on an "as is" and "as available" basis. We do not warrant uninterrupted or error-free operation.
• To the extent permitted by law, we are not liable for indirect, incidental or consequential losses, and our total liability for any order is limited to the amount you paid for that order.
• We are not liable for delays or failures caused by events beyond our reasonable control (natural disasters, strikes, network or power outages, government action).
• You agree to indemnify Tenlly against claims arising from your breach of these Terms or misuse of the Services.
• Nothing in these Terms excludes liability that cannot be excluded under Indian law, including under the Consumer Protection Act, 2019.

14. Grievances and complaints

15. Governing law

These Terms are governed by the laws of India. Subject to applicable consumer-protection law, disputes are subject to the exclusive jurisdiction of the courts at Hyderabad, India.

16. Changes to these Terms

We may update these Terms from time to time. The "Last updated" date above reflects the current version, and we will notify you of significant changes in the app. Continued use of the Services after a change means you accept the updated Terms. If any provision of these Terms is held invalid, the remainder continues in effect.

17. Contact

TENLLY PRIVATE LIMITED, trading as Tenlly
No. 7-41, Near Hanuman Temple, Adilabad, Adilabad District, Adilabad - 504001, Telangana, India
Email: hello@tenlly.in