1. About these terms
These Terms & Conditions govern your use of the Zizlee website, customer mobile application, and the ordering, payment, delivery, and support features offered through them (the “Services”). Zizlee is operated by ALPHARAVEN PRIVATE LIMITED (“Zizlee”, “we”, “us”). References to “you” mean the person using the Services.
Sections 1–14 primarily address customers. Sections 15 and 16 add terms for kitchen partners and delivery partners. Any separately signed agreement also applies; where its provisions conflict, the signed agreement governs that role to the extent allowed by law. Our Privacy Policy explains how we handle information.
2. Eligibility and your account
You must be able to enter into a valid agreement under applicable law to place orders and make payments. Where a parent or guardian permits someone else to use their account, that person is responsible for activity on the account. We may ask for identity or contact verification where needed to protect accounts and transactions.
Sign-in may use a one-time verification code sent to your registered phone or another supported method. Keep your device and codes secure. Do not share an OTP with anyone, including a person claiming to be from Zizlee. You are responsible for keeping your contact and delivery information accurate and for promptly reporting suspected unauthorized access. We may suspend an account when reasonably necessary to investigate fraud, abuse, legal requests, or a threat to users, and may restore access after review where appropriate.
3. What the service provides
Zizlee helps you discover meals from participating kitchens, place orders for available dates and delivery windows, receive delivery updates, and contact support. The actual availability of a meal, kitchen, offer, address, or delivery window depends on your location, operating hours, kitchen capacity, and other operational conditions. A kitchen prepares its meals and is responsible for accurate menu information and food preparation. Zizlee operates the platform and coordinates the order and delivery experience.
Photographs and descriptions are provided to help you choose, but ingredients, portioning, presentation, and packaging may vary within reasonable limits. Menus may include information provided by kitchens. Please contact support before ordering if you need clarification about an ingredient, an allergy, or a dietary restriction. Do not rely solely on labels, suggested nutritional figures, or app-generated guidance for a medical decision.
4. Placing an order
Before payment, check the selected meal, quantity, date, delivery window, serviceable address, applicable taxes, fees, and total shown at checkout. You must provide an address and delivery instructions that allow a delivery partner to reach you safely. An order request is confirmed when the app indicates acceptance; merely placing an item in a cart or initiating a payment does not guarantee acceptance.
If an order cannot be accepted or fulfilled because of capacity, serviceability, payment failure, a kitchen issue, or an unexpected disruption, we will inform you using the contact or app channels available to us. If payment was already collected, any applicable reversal or refund will be handled under section 7 and applicable law. Subscriptions, scheduled orders, or prepaid meal plans, when offered, may have additional timing and fulfilment conditions shown in the app at purchase.
5. Prices, payments and offers
Prices, delivery charges, taxes, discounts, and the amount payable are presented during checkout. Prices and availability may change before you confirm a new order; a later price change does not by itself change an accepted order. Payments may be processed by an external payment provider under its own terms and privacy notice. An attempted payment can fail even if you receive a temporary bank debit; if that happens, check the order status and contact support with the payment reference so we can investigate.
Offers or wallet credits, if provided, may be limited to eligible users, areas, meals, dates, or payment methods under the conditions presented with the offer. Do not create duplicate accounts or misuse promotions. Unless the offer states otherwise, a promotional credit has no cash value and cannot be transferred. A refund due under applicable law is not reduced merely because of these promotional conditions.
6. Delivery and receipt
Delivery windows and arrival estimates are estimates, not guarantees of an exact minute. Weather, traffic, access restrictions, kitchen preparation, safety, and other events can affect them. We may show order and rider status to help you follow an active delivery. Please keep the registered phone reachable and provide safe, reasonable access to your delivery location. For safety or operational reasons, a rider may be unable to enter certain buildings or restricted areas and may contact you for an agreed handoff point.
Check the meal and packaging when received where practical. Report a missing item, wrong order, damaged packaging, suspected food quality issue, or failed delivery promptly through the app’s Help & Support section. Details and supporting photos or videos can help us investigate. Do not send sensitive payment credentials or an OTP in a support conversation.
7. Cancellations, problems and refunds
Whether you can cancel an order and what amount can be refunded depends on its stage, the terms displayed when you ordered, what has been prepared or delivered, the reason for the problem, and applicable consumer law. A scheduled order may become non-cancellable when kitchen preparation or related fulfilment has started; any cut-off presented in the app applies to that order, subject to applicable law.
For late, missing, failed, incorrect, or quality-affected deliveries, contact Help & Support and identify the affected meal or delivery. We review evidence and operational records, including kitchen, delivery, and payment information. An issue affecting one delivery does not automatically entitle you to a refund for unaffected deliveries in the same purchase. Where a refund is approved, we will state the affected amount and the available refund destination, such as the original payment method or an in-app wallet where offered. Processing time for a payment-method refund depends on the payment provider and your bank. A wallet credit, where available, is governed by the conditions displayed for that wallet.
If we make a decision about your issue that you believe is incorrect, contact support with the order and ticket details so it can be reviewed. Nothing in these terms limits rights or remedies that cannot be waived under applicable law.
8. Support, messages and materials
The in-app call button for an active delivery asks our calling provider to connect your registered phone to the customer, rider, or kitchen contact through a virtual number. The conversation is recorded for safety, support and dispute review. The app tells the person starting the call before connecting. Do not use this feature for unrelated or abusive calls. A returned call to the virtual number may not connect to the same person.
Our in-app support may let you open a ticket, send messages, request a callback, and attach photographs or video. Support staff may inspect the order, delivery, kitchen, rider, and payment context needed to help resolve your request. A callback request asks us to contact you; it does not guarantee a particular response time. We may keep the conversation and attachments as records of the request, subject to our Privacy Policy.
Send only materials you are permitted to share, and avoid uploading other people’s private information unless needed to describe the issue. Do not send threats, unlawful content, spam, or material unrelated to the request. We may limit or remove abusive content and escalate urgent safety issues to appropriate parties.
9. Content and intellectual property
The Zizlee name, branding, website design, software, and material we create are owned by us or our licensors and may not be copied or used to suggest an affiliation without permission. You may use the app and website for their intended personal purposes, subject to these terms.
You retain rights to reviews, messages, photographs, or other content you submit. By providing content through the Services, you grant us a limited, non-exclusive permission to store, display to the intended recipients, and use it as needed to operate the feature, provide support, investigate a complaint, or comply with law. This does not give us permission to use a private support attachment in public advertising. You are responsible for ensuring your submissions are accurate to the best of your knowledge and do not violate others’ rights.
10. Acceptable use
Do not misuse verification codes, impersonate another person, place fraudulent orders, interfere with a delivery or a support case, scrape the Services at scale, probe our systems without authorization, or use the Services in a way that violates applicable law or others’ rights. Do not harass kitchen staff, delivery partners, other users, or support employees. We may take proportionate action, including cancellation of a fraudulent order, temporary restrictions, or account closure, after considering the circumstances.
11. Third-party services and external links
Some features involve a kitchen, delivery partner, payment processor, map provider, SMS provider, or app store. Their separate services may have their own terms. A link on our website to an independent website does not mean we control it. We remain responsible for our own obligations to you under these terms and applicable law.
12. Changes, interruptions and account closure
We may update menus, supported locations, features, or the Services as operations change. We try to communicate material changes that affect an existing order and to resolve any payment or fulfilment obligation already owed to you. The Services may be interrupted for maintenance, network faults, or events outside reasonable control.
You can delete your customer account in the Zizlee app under Profile → Delete account or through our account deletion page, using the verification steps shown there. You may also request assistance by contacting support@zizlee.com after ownership verification. Account closure does not automatically cancel an active order, remove an outstanding balance, or erase records that must be kept for a legal or legitimate purpose. A phone number may be linked to separate customer, Partner and Delivery Partner accounts. Deleting one account removes that app’s access and disposable data; other accounts remain active. Shared login or contact details remain where a surviving account needs them. A later signup does not restore deleted account history or prior business approval. See our Privacy Policy for retained records and data requests.
13. Responsibility and legal rights
We aim to provide a reliable service and investigate issues fairly, but availability and exact delivery times can vary. To the extent permitted by applicable law, we are not responsible for losses caused solely by inaccurate details you provide, misuse of your account, or interruptions outside our reasonable control. This section does not exclude liability for fraud, willful misconduct, or any consumer protection right or other liability that cannot lawfully be excluded.
These terms are interpreted under the laws of India. Disputes may be brought before the courts or consumer forums with jurisdiction under applicable law. Before taking formal action, you are welcome to contact support so we can try to resolve the issue directly.
14. Updates and contact
We may revise these terms to reflect changes to our Services, legal requirements, or operating practices. The date above identifies the version displayed here. Where an important change affects how you use the Services, we will give notice in an appropriate way. Changes do not retroactively take away rights relating to an already completed purchase.
For an order issue, use Help & Support in the app. For questions about these terms or an unresolved concern, email support@zizlee.com.
15. Kitchen partner settlements
Partner account closure: The primary owner can request deletion of the whole Zizlee Partners business account and all linked kitchens through the Partner deletion page or the Partner app. New orders pause immediately when the request is accepted. The owner can cancel within 15 days; final closure occurs after this period and after existing orders, refunds, settlements and other financial obligations are resolved. Closing the account does not cancel existing commitments or change completed order and payout records. Historical seller, tax and payout destination details remain attached to those records as explained in our Privacy Policy. The shared phone and contact details are retained where another account needs them, and other account types are handled separately. A single-kitchen closure is different from deleting the whole Partner business account.
For an approved kitchen, Zizlee records each payable meal sale, separately collected food tax, seller-funded discounts, add-ons, Zizlee seller fees and tax on those fees, refunds, reversals, and adjustments. The Partner app displays the weekly statement and net transfer. After a transfer is marked paid, we email a payout statement to the verified contact email on the account, if available. The period is Monday–Sunday in India time. We target a manual bank or UPI transfer on Wednesday after the period closes; Thursday is a grace day. There is no minimum payout and no biweekly option. A disputed calculation, missing verified tax identity or destination, or other exception may place that statement on Operations review. Unaffected statements proceed. A later correction is shown as a later adjustment rather than silently changing a completed statement.
For applicable e-commerce operator withholding, our current policy calculates TDS at 0.1% of qualifying kitchen sales before Zizlee's fee, excluding separately collected food GST. The individual/HUF exception requires a verified PAN or Aadhaar and qualifying Zizlee sales not exceeding ₹5 lakh in the tax year. We verify legal entity type using the payee's PAN; an HUF uses its HUF PAN and a Karta acts for it. Once the threshold is crossed, our statement may include a catch-up deduction on the cumulative qualifying sales. The statement shows the tax base, rate, and deducted amount. TDS is a tax credit associated with the legal payee, not an extra Zizlee fee. We may request documents or hold an unclear case for review. Withholding required by law follows the earlier of credit or payment; the weekly transfer date does not change that duty.
16. Delivery partner settlements
Delivery Partner account deletion: Request deletion under Account → Account settings in the Delivery Partner app and confirm with your registered mobile number's OTP. You may also use the rider deletion request options without reinstalling the app. We verify ownership before accepting a request. Complete or resolve assigned runs first. When accepted, new run offers stop and work availability is paused; the app signs you out. There is a 15-day recovery period from acceptance. Signing back into the Delivery Partner app with your phone OTP during that period cancels deletion. Final deletion is processed after the recovery period and after pending earnings, payouts and open delivery, support or financial cases are resolved; pending obligations can extend completion beyond 15 days. Closing an account does not waive earnings owed to you or erase required delivery, payout, tax or dispute records. Active rider profile and payout details, uploaded documents, run-start selfies and saved location samples are removed at final deletion, subject to the retained records described in our Privacy Policy. A linked customer or kitchen account is handled separately.
A delivery partner engaged directly to carry customer orders is paid for completed payable batches using the batch quote and any recorded adjustment. The app shows batch earnings, a Monday–Sunday statement, deductions, and the net transfer. After a transfer is marked paid, we email a payout statement to the verified contact email on the account, if available. Zizlee targets manual transfer on Wednesday; Thursday is the grace day, with no minimum. Report a wrong amount or missing transfer through app support. An exception may place only the affected statement on Operations review.
Under the individual contractor withholding rule currently configured for our direct rider arrangement, we calculate 1% TDS once a single qualifying payment exceeds ₹30,000 or qualifying payments to that legal payee exceed ₹1 lakh in a tax year. Once a threshold is crossed, the statement may include catch-up TDS on the applicable cumulative amount. We deduct it from rider earnings; riders do not separately pay Zizlee this amount. The app displays gross earnings, TDS, and net transfer. We require a verified individual PAN and review unclear identity or contract cases before transfer. A rider's own final tax liability and GST obligations depend on their circumstances. If a different legal relationship applies, Operations must review the rule before approving a statement.