Terms of Service

1Introduction & Acceptance

Welcome to Grozho (“we,” “our,” “us,” or “Grozho”), a cloud-synchronized retail store management and delivery platform. Grozho provides an integrated suite of software tools designed for Kirana stores, grocery merchants, and modern retail businesses, including desktop billing software (for Windows and macOS), a web-based administration dashboard, customer-facing mobile ordering applications (Android and iOS), a delivery management application, and cloud-synchronized backend services.

These Terms of Service (“Terms”) govern your access to and use of the Grozho platform, including our website (available at grozho.com), all associated applications, software, APIs, and services (together, the “Platform”).

By accessing or using the Platform, creating an account, subscribing to a plan, or otherwise engaging with Grozho, you agree to be bound by these Terms. If you do not agree with any part of these Terms, you must not access or use the Platform.

These Terms apply to different categories of users, including website visitors, Shop Owners, Shop Employees, Delivery Personnel, Customers, and other users of the Platform. Additional terms may apply to particular features or services, and where they apply, they form part of your agreement with us. Our Privacy Policy also forms part of the overall legal framework governing your use of the Platform.

2Definitions

The following terms have the meanings set out below when used in these Terms:

3Eligibility

To use the Platform, you must:

• Have the legal capacity to enter into a binding agreement under the laws applicable to you.
• Provide accurate, current, and complete information when registering an account or activating a store.
• Comply with all applicable laws, rules, and regulations relating to your use of the Platform and your business activities.

If you are registering an account on behalf of a business or legal entity, you confirm that you are authorized to represent that entity and to bind it to these Terms. As set out in our Privacy Policy, the Platform is intended for use by adults and is not directed at children under the age of 18. We do not knowingly permit persons under 18 years of age to register Shop Owner, Employee, or Delivery Personnel accounts.

4Account Registration

Certain features of the Platform require you to create an account. When you register, you agree to:

• Provide accurate and complete information, and keep that information up to date.
• Maintain the confidentiality of your credentials, including passwords and any authentication tokens.
• Notify Grozho promptly if you become aware of any unauthorized access to or use of your account.
• Accept responsibility for activity conducted through your account, subject to applicable law.

Authentication may also be available through third-party authentication providers, such as Google Login. Where you choose to authenticate using a third-party provider, your use of that provider remains subject to its own terms and privacy practices. As described in our Privacy Policy, Grozho does not access or receive your third-party account password.

If a Shop Owner creates accounts for Employees or Delivery Personnel, the Shop Owner is responsible for managing those accounts and for the activity conducted through them, subject to applicable law.

5Shop Owner Accounts

Shop Owners may use the Platform to operate their business, including to:

• •Create and manage shop information and store settings
• •Add and manage products, categories, prices, and MRP
• •Manage inventory, stock counts, and batch or expiry information
• •Generate and manage GST-compliant invoices and billing records
• •Manage customer records and store ledger (khata) information
• •Manage Employees and Delivery Personnel accounts and roles
• •Accept and manage orders, including online orders from customers
• •Configure online store settings, including coupons, discounts, and delivery charges
• •Manage Subscriptions and billing cycles
• •Access reports, analytics, and business insights

Shop Owners are responsible for the accuracy of the information they enter into the Platform, including:

• •Business information and shop profile details
• •Product names, descriptions, images, and barcodes
• •Prices, MRP, and stock information
• •Taxes and tax-related settings, including GST, where applicable
• •Customer information they enter into the Platform
• •Orders they accept, decline, or cancel
• •Refund and cancellation decisions, where applicable
• •Compliance with applicable laws relating to their business

Shop Owners are also responsible for the use of the Platform by their Employees and Delivery Personnel and should ensure that such users are aware of, and comply with, these Terms.

6Customer Accounts

Customers may use Grozho-powered stores to:

• •Browse products and store information
• •Place orders with a Shop Owner
• •Provide contact and delivery information
• •View order status and delivery updates
• •Receive notifications about their orders
• •Contact the relevant Shop Owner regarding their purchases

Grozho provides the technology that enables customers to interact with Shop Owners. The Shop Owner is responsible for fulfilling orders and for providing the underlying goods or services. The exact terms of any purchase, including price, payment method, delivery, and returns, are matters between the Customer and the relevant Shop Owner, subject to applicable law.

7Shop Owner–Customer Relationship

When a Customer purchases from a Grozho-powered store, the Shop Owner is generally responsible for:

• •The products or services offered
• •Prices and pricing accuracy
• •Product availability and stock levels
• •Product descriptions and images
• •Acceptance or rejection of orders
• •Order fulfillment and delivery
• •Refunds, cancellations, and returns
• •Customer service and complaints
• •Applicable taxes relating to sales
• •Legal compliance relating to the goods or services sold

The exact allocation of responsibilities may depend on how a particular Grozho-powered store is configured and on applicable law. You should review the Shop Owner's own policies (including any cancellation, return, or refund policies) before placing an order.

8Orders

Customers may place orders through a Grozho-powered store, subject to the Shop Owner's configuration and policies. Please note:

• Submitting an order does not necessarily guarantee that the order will be accepted. Shop Owners may accept or reject orders in accordance with their own policies and applicable law.
• Product availability may change and stock may run out between the time an order is placed and the time it is processed.
• Prices displayed on a Grozho-powered store are set by the Shop Owner and may change.
• Orders may be cancelled in the circumstances permitted by the Shop Owner's policies or by applicable law.
• Customers should review order details, including items, quantities, prices, delivery details, and payment method, before confirming an order.

Where the Platform provides order confirmations or status updates, these are provided for convenience and do not by themselves constitute a binding acceptance of an order by the Shop Owner unless the Shop Owner has accepted the order in accordance with its own practices.

9Product Information

Shop Owners are responsible for providing accurate and complete information about the products and services they list, including:

• •Product name and description
• •Price and MRP, where applicable
• •Stock levels and availability
• •Product images
• •Quantity and unit information
• •Applicable taxes
• •Other disclosures required by applicable law

Grozho does not verify, and does not guarantee the accuracy of, seller-provided product information. Customers should rely on the Shop Owner's representations and contact the Shop Owner directly with any questions about a product.

10Pricing

Product prices on Grozho-powered stores are generally determined by the Shop Owner and may be changed by the Shop Owner at any time. Applicable taxes and fees may apply to purchases and may be shown at checkout.

Customers should review displayed prices carefully before confirming an order. While we and the Shop Owners we serve aim to keep pricing accurate, errors may occasionally occur. Where a pricing error occurs, appropriate corrective action may be taken in accordance with applicable law and the relevant Shop Owner's policies.

11Payments

Payments may be processed through third-party payment providers. For example, subscription payments for Grozho plans are processed through Razorpay, a PCI-DSS compliant payment gateway, and customers may pay Shop Owners using methods enabled by the relevant store (such as cash on delivery or UPI).

• Grozho does not store complete card numbers or CVV codes; such data is handled directly by the applicable payment provider under its own terms.
• You must provide accurate and current payment information.
• Payment processing may be subject to the terms and privacy policies of the applicable third-party provider.
• A payment failure may result in an order not being completed or a Subscription not being activated or renewed.

12Grozho Subscription Plans

Grozho may offer paid Subscription plans (such as Starter, Growth, and Enterprise plans) that provide access to different combinations of Platform features, including desktop billing software, the web admin dashboard, the customer app, the delivery app, cloud synchronization, and support.

• Features, entitlements, and limits depend on the selected plan.
• Pricing for each plan is displayed before purchase and may be changed by Grozho in accordance with these Terms and applicable law.
• Usage limits may apply to certain plans (see the Usage Limits section below).
• Plans and their benefits may change in the future, subject to applicable terms and law.

Unless otherwise stated, a Subscription entitles the account holder to use the Platform in accordance with the selected plan and these Terms.

13Subscription Billing & Renewal

Subscription fees may be charged according to the billing cycle selected at the time of purchase (for example, monthly or annual).

• Where applicable, Subscriptions may renew automatically at the end of each billing cycle unless cancelled in accordance with these Terms and the settings applicable to your account.
• You are responsible for maintaining valid payment details on your account.
• Failed payments may affect your Subscription status, including the availability of paid features.
• Applicable taxes may be added to Subscription fees where required by law.
• Refunds are subject to the applicable refund and cancellation policy (see below).

14Free Trial & Promotional Offers

Grozho may offer free trials or promotional offers from time to time. For example, eligible Shop Owners may be offered a limited free trial of a paid plan (such as a 14-day free trial), which may not require a credit card to start.

• Eligibility, duration, and limitations of any trial or offer will be communicated at the time the offer is made.
• Unless otherwise stated, at the end of a free trial you must choose to subscribe to a paid plan if you wish to continue using the paid features of the Platform.
• Where a trial converts to a paid Subscription, the applicable Subscription terms, including billing, will apply.
• If you do not wish to continue after a trial, you should cancel or decline conversion in accordance with the instructions provided with the offer.

15Cancellation & Refunds

Shop Owners may cancel their Subscriptions in accordance with the settings available on the Platform or by contacting support.

• Depending on the applicable plan and billing cycle, access to paid features may continue until the end of the then-current billing period after cancellation.
• Refunds, where available, are handled in accordance with the applicable plan, the payment provider's terms, the status of the transaction, and applicable law.
• Refunds may not be available for all plans, billing cycles, or circumstances, and any refund decision by Grozho is subject to these Terms and applicable law.

16Usage Limits

Certain Grozho plans may be subject to usage limits, which may relate to:

• •The number of products or inventory items
• •The number of Employees
• •The number of Delivery Personnel accounts
• •The number of online orders processed
• •Storage and synchronization capacity
• •Other resources or features

The specific limits applicable to your plan will be communicated in the plan description or within the Platform. Exceeding a plan limit may require you to upgrade your plan, purchase additional capacity, or may result in feature restrictions, in each case in accordance with the applicable plan terms and these Terms.

17Acceptable Use

You must not use the Platform to:

• •Break or circumvent any applicable law
• •Commit or facilitate fraud
• •Mislead customers or other users
• •Upload unlawful, infringing, or harmful content
• •Upload malicious software or code
• •Attack, disrupt, or interfere with the Platform or its infrastructure
• •Attempt unauthorized access to accounts, systems, or data
• •Circumvent or attempt to circumvent security or technical measures
• •Reverse engineer, decompile, or disassemble the Platform where prohibited by applicable law
• •Abuse APIs or exceed authorized API usage
• •Scrape or harvest data from the Platform without authorization
• •Upload another person's private information without authorization
• •Use the Platform for illegal goods or services
• •Manipulate orders, invoices, or transactions
• •Abuse promotional offers or free trials
• •Interfere with other users' use of the Platform

We may investigate suspected violations of this section and take appropriate action, including restricting access, suspending accounts, or cooperating with law enforcement, subject to applicable law.

18Prohibited Products & Activities

Shop Owners must not use the Platform to sell or facilitate the sale of goods or services that are illegal, prohibited, or that violate:

• •Applicable law
• •Payment provider requirements
• •Platform policies
• •Safety requirements
• •Regulatory requirements

Grozho may restrict or remove categories of goods or services that violate the above, and may suspend accounts involved in such activity, subject to applicable law.

19User Content

Users may submit Content to the Platform, including:

• •Product information and images
• •Business and shop profile information
• •Customer information, where lawfully collected
• •Invoices, billing records, and ledger entries
• •Descriptions and other business data

You are solely responsible for the legality, accuracy, completeness, and quality of the Content you submit, and you represent that you have all rights and permissions necessary to submit such Content. You must not submit Content that violates the rights of third parties or applicable law.

20License to Operate the Platform

Subject to these Terms and your compliance with them, Grozho grants you a limited, non-exclusive, non-transferable, revocable right to access and use the Platform for your internal business purposes (or, in the case of Customers, for the purpose of interacting with Grozho-powered stores).

Nothing in these Terms transfers ownership of the Grozho software, trademarks, source code, platform design, or proprietary technology to you. All rights not expressly granted to you are reserved by Grozho and its licensors.

21Intellectual Property

Grozho and its licensors own all rights, title, and interest in and to the Platform, including:

• •Software and source code
• •User interface and user experience design
• •Branding, logos, and trademarks
• •Documentation and platform content
• •Technology and designs

Users retain all rights in the Content they own, subject to the rights and license granted to Grozho to operate and provide the Platform (for example, to store, process, display, and synchronize user Content as necessary to provide the services). These Terms do not transfer ownership of Shop Owner Content to Grozho.

22Customer Data & Shop Data

Shop Owners may upload or store customer information through the Platform. Shop Owners agree that:

• They are responsible for the lawful collection and use of customer information, including providing appropriate notice and obtaining any required consents.
• They must have the appropriate authority or permission before uploading customer information.
• They must not upload data that they have no right to provide.
• Grozho processes and stores such information to provide the Platform, including cloud synchronization, invoicing, and order management.

As explained in our Privacy Policy, Grozho acts as a technology service provider and processes customer information on behalf of Shop Owners strictly to provide the Platform.

23Privacy & Data Protection

Your use of Grozho is also subject to our Privacy Policy, which explains how personal information is collected, used, stored, processed, and protected across the Grozho Platform. Please read it carefully. In the event of any conflict between these Terms and the Privacy Policy regarding the processing of personal information, the Privacy Policy shall govern to the extent of the conflict, subject to applicable law.

24Third-Party Services

The Platform integrates with third-party services to provide its functionality, including:

Third-party services operate under their own terms of service and privacy policies. Grozho is not responsible for the availability or operation of third-party services, except to the extent required by applicable law.

25Service Availability

Grozho aims to provide a reliable service, but does not guarantee:

• •100% uptime
• •Continuous or uninterrupted availability
• •Error-free operation
• •Freedom from interruptions or maintenance
• •Freedom from network failures

Downtime may occur because of maintenance, infrastructure failures, third-party failures, network problems, security incidents, or events outside our reasonable control. Where possible, we will use reasonable efforts to minimize the impact of scheduled maintenance.

26Offline Features & Synchronization

Our desktop billing software is designed to continue working offline, allowing Shop Owners to bill and manage inventory without an internet connection.

• Data entered offline may synchronize with the cloud when connectivity is restored.
• Synchronization may be delayed or affected by connectivity or technical issues.
• Users should follow recommended backup and synchronization procedures for their devices.
• While we take reasonable measures to protect data, Grozho does not guarantee that no data can ever be lost.

27Backups

Cloud backups may be performed in accordance with the selected plan or service configuration.

• Backup frequency may vary and backups are intended to support recovery, not to serve as an unlimited or permanent archive.
• Backups may not include every record or restore every deleted item.
• Users should maintain appropriate business records where necessary for their own compliance and continuity.

28Account Suspension & Termination

Grozho may suspend, restrict, or terminate access to the Platform or an account where reasonably necessary, including in cases involving:

• •Violation of these Terms
• •Fraud or abuse
• •Illegal activity
• •Security threats
• •Non-payment of Subscription fees
• •Misuse of the Platform
• •Requests from authorities
• •Risk to Grozho or other users

Where appropriate and reasonably practicable, we may provide an opportunity to resolve the issue before taking action, unless immediate action is reasonably necessary to protect the Platform, other users, or the public.

29Effect of Termination

When an account or Subscription is terminated or expires:

• Your access to the Platform may stop.
• Your Subscription may terminate.
• Some data may become inaccessible or may be scheduled for deletion in accordance with our Privacy Policy.
• Some information may be retained where required by law or where reasonably necessary (for example, statutory financial records).
• Outstanding payment obligations may survive termination.
• Provisions of these Terms that are intended to survive termination, including intellectual property, liability, indemnification, and dispute-related provisions, will continue to apply.

30Disclaimers

Except as expressly set out in these Terms, the Platform is provided on an “as is” and “as available” basis, to the maximum extent permitted by applicable law. Grozho does not guarantee:

• •Business profitability or increased sales
• •Customer acquisition or retention outcomes
• •Inventory accuracy where information is user-entered
• •Accuracy of seller-provided product information
• •Continuous availability or error-free operation
• •Availability of third-party services

Nothing in these Terms operates to exclude or limit any rights, warranties, or liabilities that cannot legally be excluded or limited under applicable law.

31Limitation of Liability

To the maximum extent permitted by applicable law, Grozho shall not be liable for indirect, incidental, special, or consequential damages, including loss of profits, loss of business, loss of data, service interruption, or failures of third-party services, arising out of or in connection with these Terms or your use of the Platform.

Nothing in these Terms seeks to exclude or limit liability that cannot legally be excluded or limited under applicable Indian law, including liability for fraud, gross negligence, willful misconduct, or liability arising under consumer protection statutes.

32Indemnification

To the maximum extent permitted by applicable law, you agree to indemnify and hold harmless Grozho and its officers, directors, employees, and agents from and against claims, losses, damages, and reasonable expenses (including reasonable legal fees) arising out of or in connection with:

• •Your violation of these Terms
• •Your illegal use of the Platform
• •Unauthorized Content you submit
• •Your misuse of customer data
• •Your violation of third-party rights
• •Fraudulent activity attributable to you
• •Your violation of applicable law

This obligation is subject to applicable law and does not apply to the extent prohibited by law.

33Force Majeure

Grozho shall not be responsible for failures or delays in performance caused by events beyond its reasonable control, including:

• •Natural disasters
• •War or civil unrest
• •Government actions
• •Internet failures
• •Infrastructure failures
• •Power failures
• •Cybersecurity incidents
• •Third-party outages

This section does not excuse obligations that cannot legally be excused under applicable law.

34Changes to the Service

Grozho may, from time to time and subject to applicable law:

• •Add new features
• •Remove or modify existing features
• •Change plans, features, or limits
• •Improve security
• •Change infrastructure or technology

Material changes to paid services will be handled in accordance with applicable contractual and legal requirements, including any notice requirements.

35Changes to These Terms

Grozho may update these Terms from time to time. When we do, we will update the “Last Updated” date at the top of this page. Material changes may be communicated through the website, the Platform, or other appropriate channels where required.

Where legally required, we will provide notice of material changes. Your continued use of the Platform after the effective date of updated Terms may constitute acceptance of the updated Terms where legally permitted. If you do not agree to the updated Terms, you should stop using the Platform.

36Communications

Grozho may send you communications relating to your account and the Platform, including:

• •Account notifications
• •Security alerts
• •Billing and Subscription notifications
• •Service announcements
• •Important legal notices

Marketing communications, where sent, are separate from transactional communications and may be subject to your preferences and applicable law.

37Grievance & Customer Support

If you have questions, concerns, or complaints about the Platform or these Terms, you may contact our support team:

To the extent Grozho operates e-commerce related features, we aim to align our practices with applicable grievance-redressal requirements, including the Consumer Protection (E-Commerce) Rules, 2020 issued by the Department of Consumer Affairs, where applicable to Grozho's role.

38Governing Law

These Terms shall be governed by the applicable laws of India, subject to applicable law.

39Dispute Resolution

If a dispute arises in connection with these Terms or your use of the Platform, we encourage the following approach:

• Contact Support: Contact our support team at [email protected] with a description of the issue.
• Good-Faith Resolution: We will attempt to resolve the matter with you in good faith.
• Escalation: Where applicable, you may escalate the matter through our grievance mechanism or to the relevant authorities under applicable law.

40Severability

If any provision of these Terms is found to be invalid or unenforceable by a court of competent jurisdiction, that provision shall be deemed modified to the minimum extent necessary to make it valid and enforceable, and the remaining provisions of these Terms shall continue to apply to the extent permitted by law.

41Waiver

The failure of Grozho to enforce any provision of these Terms at any time does not constitute a waiver of the right to enforce that provision at a later time. A waiver of any provision is effective only if made in writing and signed by an authorized representative of Grozho.

42Entire Agreement

These Terms, together with any applicable additional terms and our Privacy Policy, constitute the entire agreement between you and Grozho regarding your use of the Platform, subject to applicable law. They supersede any prior agreements, understandings, or communications regarding such use.

43Assignment

You may not transfer or assign your account or any of your rights or obligations under these Terms without the prior written authorization of Grozho. Grozho may assign or transfer these Terms, in whole or in part, in connection with a merger, acquisition, restructuring, or business transfer, subject to applicable law.

44No Agency / Partnership

Your use of the Platform does not create any partnership, joint venture, employment, or agency relationship between you and Grozho, unless expressly agreed in a separate written agreement. Neither party has the authority to bind the other or to incur obligations on the other's behalf.

45Independent Shop Owners

Shop Owners operate their own businesses independently. Grozho is not automatically responsible for a Shop Owner's:

• •Business practices
• •Product quality or safety
• •Delivery performance
• •Pricing decisions
• •Refund decisions
• •Customer service
• •Regulatory compliance

Except to the extent applicable law provides otherwise, disputes regarding products, services, orders, or deliveries are between the Customer and the relevant Shop Owner.

46Consumer Rights

Nothing in these Terms is intended to exclude, limit, or restrict any rights or remedies that cannot legally be excluded, limited, or restricted under applicable law, including mandatory consumer rights under the Consumer Protection Act, 2019 and related rules (including the Consumer Protection (E-Commerce) Rules, 2020, where applicable).

Where Grozho is deemed to have obligations under consumer protection law in respect of particular activities, such obligations will apply to the extent required by law.

47Legal Compliance

You agree to comply with all applicable laws relating to your use of the Platform. Depending on your activities, this may include:

• •Consumer protection laws
• •Tax laws and GST requirements
• •Product regulations
• •Intellectual property laws
• •Privacy and data protection laws
• •Advertising and fair trade laws
• •E-commerce regulations
• •Payment regulations
• •Local business and licensing requirements

Grozho does not provide legal or tax advice. You should obtain independent professional advice regarding your obligations.

48No Professional Advice

Grozho is software. It does not provide legal, tax, accounting, or financial advice, unless a specific service or feature explicitly provides such advice. You should consult a qualified professional for advice specific to your circumstances.

49Notices

Legal and other notices relating to these Terms may be delivered to you through reasonable means, including:

• •Email to the address associated with your account
• •In-platform notifications
• •Notices on our website
• •Other reasonable communication methods

50Contact Us

If you have any questions about these Terms, you may contact us at:

These Terms are provided as a starting point for Grozho's legal framework and should be reviewed by a qualified legal professional in India before being adopted as Grozho's final binding terms.