Customer Terms of Service

Effective: 10 September 2026

These Customer Terms of Service (“Terms”) govern your access to and use of Nookstor (“Platform”), operated by Vizlux, a sole proprietorship registered in Pune, Maharashtra (“we”, “us”, “our”, or “Platform”).

Please read these Terms carefully before using the Platform. By creating an account, accepting an invitation, placing an order, or otherwise using the Platform, you agree to be bound by these Terms.

1About the Platform

• The Platform is a mobile-based, invitation-only ordering and order-management Platform that allows customers to place orders with independent vendors whom the vendors have personally invited through a referral link or a QR code.
• The Platform is designed for vendors such as home bakers, tiffin services, plant sellers, craft makers and other independent vendors to receive and manage orders from customers they have personally invited.
• The Platform does not operate as a public marketplace or directory. You can generally view and order from only those vendors whose invitations you have accepted or with whom you have otherwise been connected through the Platform.
• The Platform provides the technology that facilitates communication, ordering, payment verification, order management, customer reviews, referrals and credits between customers and vendors.
• The Platform is not the seller, manufacturer, food business operator, delivery service or reseller of any product listed by a vendor. Every order placed through the Platform is a direct transaction between you and the relevant vendor.

2Account and eligibility

• The Platform requires you to correctly provide your mobile number and first name to sign up and place an order.
• The Platform currently uses mobile-number-based authentication. You may be required to verify your mobile number through a one-time password (“OTP”).
• You are responsible for ensuring that the mobile number associated with your account is accurate and accessible to you.

You must not:

• Create an account using another person's identity or mobile number;
• Impersonate another person;
• Provide false or misleading information;
• Allow another person to use your account in a manner that violates these Terms; and
• Use the Platform for any unlawful purpose.

• The Platform is not intended for use by children below 18 years of age.
• A person may use the Platform both as a customer and as a vendor. Your use of the Platform in one capacity does not automatically give you access to information belonging to you in another capacity or to information belonging to other users.

3Invitations

You may join the Platform by:

• Scanning a vendor's QR code;
• Following a vendor's invitation link; or
• Following a customer referral link.

• When you accept an invitation from a vendor, you may be connected to that vendor's customer circle.
• You will generally be able to see only vendors with whom you are connected through the Platform.
• You will have access to the vendor's products of listing, prices, item options (variants, add-ons), and delivery mode.
• You will have access to the vendor's UPI ID for payment purposes.
• You will not have access to the vendor's phone number, home address, or bank account details.
• A vendor may have limits on the number of customers it can invite under its current Platform plan. Referral-based joining may operate separately from such limits.
• The Platform may modify or discontinue invitation or referral mechanisms where reasonably necessary to operate, secure or improve the Platform.

4Vendor information

Vendors independently decide:

• What products they offer;
• The prices of their products;
• Available options, variants and add-ons;
• Product availability;
• Minimum order requirements; and
• The manner and timing of delivery.

• Information displayed about a vendor or its products is generally provided by the vendor.
• The Platform does not independently manufacture, prepare, package, inspect or quality-check the products offered by vendors.
• Vendors are independently responsible for complying with laws applicable to their business and products, including applicable food-safety, licensing and regulatory requirements.
• Where the vendor is selling food products, the vendor is responsible for the safety, hygiene, ingredients, allergen information and legality of those products.
• You are expected to review the product information provided by the vendor and communicate with the vendor directly through the Platform if you require clarification before placing an order.

5Placing an order

• You may browse the product listings of vendors with whom you are connected and select products, quantities, variants and add-ons.
• When you place an order, the Platform will record the order details, including the products selected, applicable prices, delivery information and relevant timestamps.
• Placing an order through the Platform does not necessarily mean that the vendor has accepted the order.
• Depending on the vendor's settings, an order may either be automatically accepted after successful payment verification or may require the vendor to manually accept it.
• The vendor is responsible for preparing and fulfilling an accepted order.
• Under the current Platform workflow, payment must be completed within two hours of placing an order.
• If the payment is not completed within the applicable period, the order will be put for review with the vendor.

6Payment for orders

• All orders placed through the Platform are intended to be prepaid unless the relevant vendor has expressly enabled another payment arrangement.
• You pay the vendor directly. Payment for an order is made through the vendor's UPI details or QR code displayed by the Platform.
• The Platform does not receive, hold, control or route the money paid by you to the vendor for an order.
• The Platform is not a payment aggregator or payment gateway for customer orders and does not have custody or control over customer order funds.

You are responsible for:

• Paying the correct amount;
• Using the correct vendor UPI details displayed on the Platform;
• Completing the payment within the applicable time;
• Ensuring that your payment application confirms the transaction; and
• Providing accurate payment information where requested.

You should not share your UPI PIN, bank password, card PIN, OTP or other payment credentials with the Platform, a vendor or any other person.

7Verification of payments

• After making a payment, you may be required to upload a screenshot showing the successful UPI payment.

The Platform may use an automated payment-verification service to examine the screenshot and compare information such as:

• Payment amount;
• Recipient/vendor identity;
• Transaction reference information;
• Date and time; and
• Other information relevant to determining whether the screenshot appears consistent with the order.

The Platform may use an external technology or AI service to assist with this verification.

The verification system may return one of the following outcomes:

• Verified: The payment appears consistent with the order;
• Uncertain: The system cannot confidently verify the payment, and the matter may be referred to the vendor for confirmation; or
• Rejected: The payment information does not meet the verification requirements.

• You may be provided with a reason for the rejection and permitted to retry a rejected verification by providing the requested payment information again.
• AI verification is a technical assistance mechanism and is not a guarantee that the payment has settled in the vendor's bank or UPI account. The vendor may independently confirm receipt of funds where necessary.
• Information collected and processed in connection with payment verification will be handled in accordance with our Privacy Policy.

8Acceptance and fulfilment of order

• Once payment has been verified and the vendor marks “Paid” → “Preparing” → “Dispatched” → “Delivered”. Customers receive push and in-app notifications at each transition.
• You may receive notifications when the status of your order changes.

The vendor is responsible for:

• Preparing the order;
• Ensuring that the order corresponds with what you purchased;
• Communicating relevant delays or changes;
• Arranging delivery; and
• Marking the order status accurately.

The Platform does not itself prepare, package or deliver orders.

9Delivery

• Delivery is arranged by the vendor.
• The Platform is not a delivery or logistics company and does not currently book or operate couriers or drivers.
• Delivery times are therefore dependent on the vendor's arrangements, availability and circumstances outside the Platform's control.
• You may need to provide an accurate delivery address and other information reasonably necessary for the vendor to complete the delivery.
• The Platform is not responsible for delays, failures or losses caused by a vendor's delivery arrangements.

10Cancellations and refunds

An order may be cancelled in accordance with the applicable cancellation rules, including where:

• Payment is not completed within the applicable period;
• The vendor cancels the order; or
• The order cannot be fulfilled;
• Another circumstance requiring cancellation arises.

• Where you have paid for an order and a refund is due, the vendor is responsible for making the refund directly to you through UPI.
• The Platform does not process or hold customer refunds because the Platform does not receive the original customer payment.
• Under the current Platform arrangement, where a refund is due following cancellation of a paid order, the vendor is required to make the refund within [3] working days through the applicable UPI channel.
• The Platform may record the refund, facilitate communication between you and the vendor and provide an in-app mechanism for raising a dispute.
• If you believe that you have paid for an order but have not received the order or an applicable refund, you should raise the matter through the in-app grievance channel.

11Disputes with vendor

As the vendor is the seller of the relevant product, the vendor should be your first point of contact regarding matters relating to:

• Product quality;
• Ingredients or allergens;
• Product availability;
• Order preparation;
• Delivery;
• Cancellation;
• Refunds; or
• Other matters directly concerning the product or transaction.

• The Platform may facilitate communication and record the dispute through its in-app grievance mechanism.
• The Platform may request information from you or the vendor to investigate a dispute.
• Nothing in these Terms prevents you from exercising any rights or remedies available to you under applicable law.

12Customer information and communication with vendors

To enable an order to be fulfilled, the Platform may share certain information with the relevant vendor, including but not limited to:

• Your first name;
• Mobile number;
• Delivery address;
• Order details; and
• Notes or other information you provide for fulfilment.

• Vendors may use information received through the Platform for purposes connected with fulfilling and managing your order and as otherwise permitted by applicable law.
• You should avoid sharing unnecessary sensitive personal information through order notes or in-app messages.
• The Platform will process your personal information in accordance with its Privacy Policy.
• The vendor's access to your information is intentionally limited to what is needed to fulfil the order.

13In-app messages

• The Platform may provide an in-app messaging function for communication between customers and vendors in connection with orders.

You must use the messaging function responsibly and must not use it to:

• Harass or threaten another person;
• Send unlawful or abusive content;
• Impersonate another person;
• Solicit information for fraudulent purposes; or
• Send spam or unsolicited commercial communications.

Messages may be retained and accessed where reasonably necessary for order fulfilment, customer support, dispute resolution, security or compliance with applicable law, as mentioned in the Privacy Policy.

14Ratings and reviews

• After an order has been delivered, you may be allowed to provide a rating and/or written review of the vendor or your experience.
• You must ensure that your reviews are honest and based on your genuine experience with the vendor.

You must not submit reviews that:

• Contain knowingly false information;
• Are defamatory or unlawfully harmful;
• Contain threats or harassment;
• Disclose another person's private information;
• Contain unlawful or offensive material; or
• Are submitted in exchange for an improper benefit.

• Reviews may be visible to users within the relevant vendor's customer circle.
• The Platform may remove or restrict content that violates these Terms or applicable law.

15Referrals and platform credits

• The Platform may provide referral rewards, loyalty rewards and other promotional credits (“credits”) from time to time.

Under the current Credit programme:

• Customer-to-customer referral: A customer may receive credits equal to the lesser of ₹49 or 10% of the referred customer's first delivered order value, subject to a maximum of five rewarded referrals per month.
• Customer-to-vendor referral: A customer may receive ₹49 in credits when the referred vendor successfully onboards; pays the applicable starter fee; and completes three delivered orders.
• Vendor-to-vendor referral: A vendor may receive ₹49 in fee credits after the referred vendor completes three delivered orders.
• Loyalty credits: Credits of ₹21, ₹51 and ₹101 may be awarded upon reaching 5, 20 and 50 delivered orders respectively, once at each milestone.

Unless otherwise stated:

• Credits expire six months after issuance;
• Each order must include at least ₹1 of UPI payment;
• No more than ₹99 of credits may be redeemed against a single order;
• Credits are non-transferable;
• Credits hold no cash value;
• Credits cannot be withdrawn for cash; and
• Credits may be reversed where they were obtained through fraud, manipulation or misuse.

• Credits are promotional benefits provided by the Platform and do not constitute money held by the Platform for you.
• When you redeem your credits on an order, those credits transfer to the vendor as a usable balance in their own wallet, which the vendor can spend when buying from other vendors on the Platform. The vendor can also use the credits against the monthly bill.
• The Platform may modify, suspend or discontinue a credit or referral programme, subject to applicable law and any rights that have already accrued.

16Prohibited activities

You must not use the Platform to:

• Engage in fraud, deception or unlawful activity;
• Upload fake, altered or misleading payment screenshots;
• Manipulate payment verification systems;
• Manipulate referrals, orders, reviews or credits;
• Gain unauthorised access to another user's account or information;
• Attempt to access information belonging to another customer or vendor;
• Interfere with the operation or security of the Platform;
• Introduce malware, viruses or other harmful code;
• Scrape, copy or systematically extract Platform data without permission;
• Impersonate another person or vendor;
• Use the Platform to harass, threaten or abuse another person;
• Sell or distribute products through the Platform that are unlawful or prohibited under applicable law; or
• Otherwise use the Platform in violation of these terms or applicable law.

17Security of Platform

• We take reasonable technical and organisational measures to protect the information shared with the Platform and maintain its security.
• You must not attempt to bypass or interfere with the Platform's security controls.
• You must notify us through the appropriate support or grievance channel if you become aware of any unauthorised access to your account; suspicious activity; fraudulent payment activity; or a security vulnerability affecting the Platform.
• The Platform may suspend or restrict access where reasonably necessary to protect users, vendors or the Platform from fraud, attacks or other security threats.

18Intellectual property

• The Platform, including its software, design, interface, branding, logos, text and other materials owned or licensed by us, is protected by applicable intellectual-property laws.
• Subject to these Terms, we grant you a limited, personal, non-exclusive, non-transferable and revocable right to use the Platform for its intended purpose.

You must not:

• Copy or reproduce the platform;
• Reverse engineer or attempt to obtain its source code;
• Modify or create derivative works from the platform;
• Use platform branding without permission; or
• Commercially exploit platform content without our written permission.

You retain ownership of content that you lawfully provide to the Platform, subject to the rights necessary for us to operate the Platform and provide the services.

19Maintenance and upgrades to the Platform

We aim to keep the Platform available and functional, but we do not guarantee that it will always:

• Be available without interruption;
• Be error-free;
• Operate at a particular speed; or
• Be compatible with every device or operating system.

• We may temporarily suspend or restrict the Platform for maintenance, upgrades, security reasons, technical failures or other operational reasons.
• We may make any modifications or discontinue certain features when reasonably necessary.

20Third party services

• The Platform may rely on third-party technology and service providers, including payment, cloud-storage, messaging, notification and payment-verification providers.
• Your use of third-party services may also be subject to the terms and policies of those providers.
• The Platform is not responsible for the independent operation or availability of third-party systems, except to the extent required by applicable law.

21Disclaimers

To the extent permitted by applicable law, the Platform does not guarantee:

• The quality, safety or legality of vendor products;
• The accuracy of vendor-provided information;
• The availability of a vendor or product;
• The vendor's ability to fulfil an order;
• The timing or quality of delivery arranged by the vendor;
• The successful settlement of a payment made through UPI;
• The accuracy of an automated payment-verification result; or
• The uninterrupted availability of third-party payment, delivery or technology services.

22Liability

To the maximum extent permitted by applicable law, the Platform shall not be liable for losses arising solely from:

• The acts or omissions of a vendor;
• The quality, safety or legality of a vendor's products;
• Delivery arrangements made by a vendor;
• Failure or delay in UPI/payment systems outside the Platform's control;
• Inaccurate information provided by a customer or vendor; or
• Failures of third-party services outside the Platform's reasonable control.

23Suspension and termination of account

• You may stop using the Platform at any time.

We may suspend or terminate your access where we reasonably believe that you:

• Have breached these terms;
• Have a history of repeated cancellations;
• Have engaged in fraud or misuse;
• Have manipulated credits or referrals;
• Have attempted to compromise platform security;
• Have misused another person's information; or
• Have used the platform unlawfully.

• We may also suspend access where necessary to comply with applicable law or protect the Platform and its users.
• Upon termination, your right to use the Platform will cease.
• Certain provisions, including but not limited to intellectual property, outstanding payments/refunds, credits where applicable, confidentiality, liability, disputes and other provisions intended to survive termination, will continue to apply after termination.

24Privacy

• Our collection, use, storage, disclosure and protection of your personal information is governed by our Privacy Policy, which forms part of these Terms by reference.
• By using the Platform, you acknowledge that you have been provided with the applicable privacy notice and agree to the processing of your personal information in accordance with applicable law and the Privacy Policy.
• Where applicable law requires separate consent for a particular processing activity, such consent will be obtained through the Platform or another appropriate mechanism.

25Changes to these Terms

• We may update these Terms from time to time to reflect changes to the Platform, our services, applicable law or our business practices.
• Where changes are material, we will provide notice through the Platform or other appropriate means where required.
• The updated Terms will apply from the effective date stated in the revised Terms.

26Governing law and disputes

• These Terms shall be governed by the laws of India.
• Any dispute between you and the vendor should be first brought to the vendor's notice and if the dispute persists, the same shall be raised through the Platform's grievance mechanism.
• If the dispute cannot be resolved through the Platform's grievance mechanism, it may be referred to the courts or other dispute resolution methods, having jurisdiction in Pune, Maharashtra, subject to applicable law.

27General terms

• Entire agreement: These Terms, together with the Privacy Policy and other terms expressly incorporated into them, constitute the agreement between you and the Platform regarding your use of the Platform.
• Severability: If any provision of these Terms is held to be invalid or unenforceable, the remaining provisions will continue to apply.
• Waiver: Failure to enforce any provision of these Terms does not constitute a waiver of our right to enforce it later.
• No agency: Your use of the Platform does not create an agency, employment, partnership, joint venture or franchise relationship between you and the Platform.
• Assignment: You may not transfer your rights or obligations under these Terms to another person without our prior written consent.
• Electronic acceptance: Your acceptance of these Terms electronically, including through the Platform's signup or acceptance mechanism, constitutes your agreement to these Terms.

28Contact and grievance redressal

• Name: Reshma Kulkarni
• Designation: Grievance Officer
• Email ID: support@nookapp.store
• Postal address: Pune
• Response time: We aim to acknowledge complaints within 48 hours and resolve them within 30 days, or within such a longer period as may be permitted under applicable law.