Terms & Conditions
Last Updated: March 2026
1.1 Definitions & Key Parties
The Platform is the OOTAH website www.ootah.in, mobile application, and related digital interfaces operated by Ootah Foods Services Private Limited, having its registered office at No. 1664, 2nd Stage, Police Layout, Mysore - 570028. "Apartment Community" or "Society" means a registered residential apartment complex or gated community onboarded on the Platform. "Customer" means a resident aged 18 or above who places Orders through the Platform. "Home Chef Partner" means a resident of the same community registered to prepare and sell home-cooked food and responsible for fulfilling delivery or coordinating self-pickup. "Order" means a confirmed request for food from a Chef Partner within the same Apartment Community. "Fulfilment Method" is either Chef Delivery or Self-Pickup. "Delivery/Pickup Slot" means the specific time window confirmed at Order placement. "Applicable Law" includes the Consumer Protection Act 2019, IT Act 2000, FSSAI Act 2006, and the Digital Personal Data Protection Act 2023.
1.2 Nature of Platform â Closed Apartment Marketplace
OOTAH operates exclusively as a closed, community-based marketplace. All transactions are intra-community â the Customer and Chef Partner are residents of the same complex. The food sale contract is directly between the Customer and the Chef Partner; OOTAH's role is limited to providing the technology platform for discovery, ordering, payment, and communication. OOTAH qualifies as an 'intermediary' under Section 2(1)(w) of the IT Act 2000 and as an 'e-commerce entity' under the Consumer Protection (E-Commerce) Rules, 2020. Chef Partners are independent contractors and are not employees, agents, or franchisees of OOTAH.
1.3 Apartment Community Onboarding
OOTAH onboards communities through a formal agreement with the RWA or management entity. Only verified residents may register as Customers or Chef Partners. The Platform reserves the right to verify residency through rental agreements, society ID cards, or utility bills. A community may be offboarded upon RWA request, cessation of operations, or persistent non-compliance. Active Orders will be fulfilled or refunded before offboarding.
1.4 User Eligibility & Account Management
The Platform is available only to individuals aged 18 or above who are residents of an onboarded community and competent to contract under the Indian Contract Act, 1872. Each resident may maintain one Customer account and one Chef Partner account. Multiple accounts to abuse promotions will result in permanent termination. Accounts may be suspended for violations, fraudulent activity, non-payment, or residency lapse, with a minimum 7 days' written notice for non-emergency violations.
1.5 User Conduct & Prohibited Activities
Customers must not place fraudulent or bad-faith Orders, abuse Chef Partners, manipulate ratings, or exploit promotions. Chef Partners must not misrepresent offerings, accept Orders they cannot fulfil, or engage in anti-competitive conduct. Neither party may attempt unauthorised access to Platform systems, use bots or scrapers, or share credentials with non-residents. Violations may result in immediate account suspension and/or reporting to appropriate authorities.
1.6 Intellectual Property
All Platform content including the OOTAH name, logo, trademarks, software, and UI is the exclusive property of Ootah Foods Services Private Limited, protected under the Copyright Act 1957 and Trade Marks Act 1999. Chef Partners retain ownership of their original recipes. The Platform receives only a non-exclusive, royalty-free licence to display menu names, descriptions, and food photographs for Platform operations and promotion.
1.7 Limitation of Liability & Indemnification
The Platform's total aggregate liability for any claim is capped at the amount paid by the Customer for the specific Order giving rise to the claim. The Platform is not liable for food quality or safety, losses from intra-community disputes, or indirect/consequential damages. Statutory consumer rights under the Consumer Protection Act, 2019 are fully preserved. Customers and Chef Partners each agree to indemnify OOTAH against claims arising from their own violation of these Terms, applicable law, or third-party rights.
1.8 Grievance Redressal & Dispute Resolution
A Grievance Officer is appointed per IT (Intermediary Guidelines) Rules 2021. Complaints are acknowledged within 24 hours and resolved within 15 days. Intra-community disputes should first be raised through the Platform's in-app mediation feature. Unresolved disputes shall be addressed via arbitration under the Arbitration and Conciliation Act, 1996 at Mysuru, Karnataka. Customers retain the right to approach Consumer Disputes Redressal Commissions.
1.9 General Provisions
Terms may be amended with at least 14 days' prior notice for material changes. Governing law: India. Jurisdiction: Mysuru, Karnataka. These Terms together with the Privacy Policy and Chef Partner Agreement constitute the entire agreement.
2.1 Data Collection & Processing
OOTAH collects personal data including name, apartment unit number, contact details, location within the community, and Order history. This data is processed under the Digital Personal Data Protection Act, 2023. Location data is used exclusively for intra-community Order routing and is never shared with external parties for marketing. Apartment unit numbers are accessible only to the relevant Chef Partner for the duration of that Order.
2.2 Data Sharing
Customer data (name, unit number, contact number, fulfilment preference) is shared with the relevant Chef Partner only to the extent necessary to fulfil the specific Order. Chef Partner data (name, unit, contact, menu listings) is shared with Customers only within the same community. Data may be shared with payment processors, analytics providers, and regulatory authorities as described in the Privacy Policy. The Platform does not sell personal data to third parties.
2.3 User Rights Under DPDPA 2023
| Right | Description |
|---|---|
| Right to Access | Customers and Chef Partners may access all personal data held by the Platform. |
| Right to Correction | Users may request correction of inaccurate data including unit number, contact details, or menu information. |
| Right to Erasure | Users may request erasure of their data upon ceasing to be a resident, subject to legal retention obligations. |
| Right to Withdraw Consent | Users may withdraw consent for data processing; this will result in account deactivation. |
| Right of Nomination | Users may nominate a person to exercise these rights on their behalf per DPDPA 2023. |
To exercise rights: Data Protection Officer at precey@ootah.in
2.4 Data Retention
Personal data is retained as long as necessary to provide services and meet legal obligations. Order history and transactional data may be retained for up to 7 years for audit and compliance. Upon confirmed move-out, personal data not required for legal retention will be deleted within 90 days upon request.
2.5 Cookies & Tracking
The Platform uses cookies and similar technologies. Users may manage preferences through browser or app settings. Certain functional cookies cannot be disabled as they are essential for Order and Slot management.
2.6 Payment Data Security
All payments are processed through RBI-authorised payment aggregators. The Platform does not store full card or bank account details. Payment processing complies with the Payment and Settlement Systems Act, 2007.
3.1 Fulfilment Methods
At Order placement, the Customer selects one of two Fulfilment Methods: Chef Delivery â the Chef Partner delivers directly to the Customer's apartment unit at the confirmed Delivery Slot; or Self-Pickup â the Customer collects from the Chef Partner's unit at the agreed Pickup Slot. The selected method and Slot time are binding on both parties once the Order is confirmed.
3.2 Delivery Slot Management (Chef Delivery)
Chef Partners must specify available Delivery Slots on the Platform. The Chef Partner is responsible for delivering at or within the agreed Slot and must notify the Customer via in-app if delivery will be delayed by more than 15 minutes. Delivery is to the address specified in the Order only. The Chef Partner is not required to exit community premises and is not reimbursed for intra-community transit costs.
3.3 Self-Pickup Slot Management
For Self-Pickup Orders, the Customer agrees to collect at the agreed Pickup Slot. If the Customer is more than 30 minutes late without prior notice via the Platform, the Chef Partner may treat the Order as uncollected. The Customer must confirm collection via the in-app 'Order Collected' button, which marks the Order as fulfilled and triggers Chef Partner settlement.
3.4 Slot Modification and Rescheduling
A Customer may request a Slot change up to 30 minutes before the original Slot, subject to Chef Partner acceptance. A Chef Partner may modify the Slot with at least 45 minutes' advance notice. If the Customer does not accept the new Slot, the Customer may cancel for a full refund under Clause 4.2.
3.5 Failed Delivery â Chef Delivery
If the Customer is unavailable at delivery time, the Chef Partner must make at least one in-app contact attempt and wait not less than 5 minutes. If the Customer remains unreachable, the Chef Partner notifies the Platform and may return the Order. If food cannot be returned safely, the Order will be treated as fulfilled and no refund will be issued. The Chef Partner must document the failed attempt via the Platform.
3.6 Community-Boundary Restriction
Chef Partners may only accept and fulfil Orders from Customers within the same onboarded Apartment Community. Orders from outside the community, or delivery/pickup outside community premises, are strictly prohibited and may result in account suspension. The Platform does not support cross-community Orders.
3.7 Food Packaging Standards
Chef Partners are responsible for packaging Orders securely and hygienically to maintain food safety for the duration of intra-community transit. Proper food-grade packaging must be used to prevent spillage, contamination, or temperature loss.
3.8 Ordering, Pricing & Availability
Orders are confirmed only upon receipt of a Platform confirmation notification. All prices are set by Chef Partners and displayed inclusive of applicable taxes. A Platform fee, if applicable, is displayed clearly before Order confirmation. If a confirmed item becomes unavailable after Order acceptance, the Customer will be offered a replacement (with consent) or a full refund within 5â7 working days.
3.9 Food Safety & Allergens
Chef Partners are solely responsible for FSSAI compliance, allergen disclosure, and food hygiene within their residential kitchen. OOTAH verifies FSSAI Basic Registration at onboarding but does not inspect premises on an ongoing basis. Customers with known allergies must contact the Chef Partner directly via in-app chat before placing an Order and must not rely solely on the allergen information displayed on the Platform.
4.1 Cancellation by Customer
A Customer may cancel an Order without penalty within the cancellation window displayed on the Platform â typically within 15 minutes of Order placement and before the Chef Partner begins preparation. If the Chef Partner has already commenced preparation, cancellation may not be accepted, or may attract a cancellation fee as disclosed at the time of cancellation.
4.2 Cancellation by Chef Partner
If the Chef Partner is unable to fulfil a confirmed Order, they must cancel via the Platform before the Delivery/Pickup Slot commences. The Customer is entitled to a full refund with no deductions, processed within 5â7 working days. Repeated cancellations may result in reduced visibility or account suspension.
4.3 Cancellation Due to Slot Modification
If a Chef Partner unilaterally modifies a Slot and the Customer does not accept the change, the Customer may cancel for a full refund processed within 5â7 working days.
4.4 Refund Processing Timelines
| Payment Method | Refund Timeline |
|---|---|
| Credit / Debit Card | 5â7 working days |
| UPI / Net Banking | 2â5 working days |
| Wallet / Platform Credits | Within 24 hours |
| Failed Transaction (auto-refund) | Within 24 hours (initiated); escalate after 5 working days if not received |
Refunds are credited to the original payment instrument, consistent with RBI guidelines.
4.5 Non-Refundable Circumstances
Refunds shall not be issued where: (a) the Customer cancels after food has been fully prepared and the Slot has commenced; (b) the Customer provided an incorrect unit number or apartment block; (c) the Customer was unavailable for Chef Delivery after due contact attempts; (d) the Customer failed to collect a Self-Pickup Order within 30 minutes of the Pickup Slot without prior notice; or (e) the Customer's failure to follow Slot instructions resulted in non-fulfilment.
4.6 Quality & Wrong Order Complaints
If a Customer receives a wrong, incomplete, or significantly substandard Order, a complaint must be raised through in-app support within 48 hours of delivery/pickup with supporting photographic evidence. Where the complaint is found valid, the Platform will offer a refund, replacement, or Platform credits, in addition to the Customer's statutory rights under the Consumer Protection Act, 2019.
4.7 Wallet Balance on Account Closure
Unutilised wallet balance at account closure will be refunded within 7 working days subject to Platform verification.
5.1 Scope and Applicability
This clause governs procedures when a food item or ingredient sold through the Platform is subject to a recall, safety alert, or regulatory advisory issued by FSSAI, a Chef Partner, a food manufacturer, or any competent authority under the Food Safety and Standards Act, 2006.
5.2 Chef Partner Obligations on Recall
Upon becoming aware of a recall affecting any listed ingredient or item, the Chef Partner must: (a) immediately remove the affected item from their Platform menu; (b) notify the Platform's Food Safety team via in-app within 2 hours; (c) cooperate with the Platform and regulatory authorities in tracing affected Orders; and (d) comply with all FSSAI directives. Failure to notify promptly constitutes a material breach and may result in immediate suspension.
5.3 Platform Responsibilities
Upon receiving a recall notification, the Platform shall: (a) immediately deactivate the affected menu item; (b) identify all community Customers who ordered the affected item; (c) notify affected Customers via in-app, email, and/or SMS within 24 hours; and (d) provide clear guidance on recommended actions. The Platform maintains a Recall Response contact at recall@platform.com during any active recall event.
5.4 Customer Rights on Recall
Customers who ordered a recalled item are entitled to: (a) a full refund within 2 working days of notification; (b) clear information about the nature of the safety risk; and (c) guidance on whether medical consultation is advised. Customers experiencing adverse health effects should seek immediate medical attention and report to the Platform's Grievance Officer and the nearest FSSAI authority.
5.5 Regulatory Coordination
The Platform will cooperate fully with FSSAI and state food safety authorities, providing Order data and Customer contact information as required by law. All recall events will be documented and a post-incident review conducted within 30 days of resolution.
5.6 Proactive Safety Monitoring
The Platform may proactively suspend any menu item or Chef Partner listing where credible safety concerns are identified, pending investigation. Such suspensions will be communicated to the Chef Partner with reasons.
5.7 Limitation of Liability for Recalls
The Platform's liability in a recall event is limited to refunding amounts paid for the affected item and facilitating access to regulatory information. The Chef Partner retains independent liability to the Customer under the Consumer Protection Act, 2019 and the Food Safety and Standards Act, 2006.
6.1 Eligibility
A Chef Partner must: (a) be a natural person aged 18 or above and a verified resident of an onboarded community; (b) hold a valid FSSAI Basic Registration; (c) operate from their own residential apartment unit; and (d) hold a valid bank account and PAN for settlement and tax purposes. The Platform will verify residency, FSSAI registration, and identity before activating a Chef Partner account.
6.2 Onboarding & Listing
Chef Partners must provide: full name, apartment unit number and block, FSSAI registration number, menu offerings with accurate descriptions and allergen information, pricing, and available Delivery/Pickup Slots. Menu items must comply with FSSAI (Labelling and Display) Regulations, 2020. Chef Partners are solely responsible for accuracy of all menu content. Platform featuring (e.g., 'Your Neighbour's Kitchen') is not an endorsement of food quality or safety.
6.3 Food Safety & FSSAI Compliance
Chef Partners are solely responsible for: (a) preparing food hygienically in compliance with FSSAI regulations; (b) maintaining valid FSSAI Basic Registration at all times; (c) accurate allergen disclosure; and (d) not listing food that is prohibited by law or produced in unsafe conditions. The Platform does not inspect Chef Partner kitchens on an ongoing basis.
6.4 Fulfilment Responsibilities
For Chef Delivery, the Chef Partner is responsible for: delivering to the Customer's unit at the agreed Slot; ensuring the Order is intact, correctly packaged, and at appropriate temperature; making at least one in-app contact attempt if the Customer is unavailable; and documenting failed delivery attempts. For Self-Pickup, the Chef Partner must have the Order ready by the Pickup Slot and confirm handover via the Platform. Chef Partners must not sub-delegate fulfilment without the Customer's prior in-app consent and are not reimbursed for intra-community transit.
6.5 Slot Management Obligations
Chef Partners must keep Delivery and Pickup Slot availability up to date. Accepting an Order for a Slot that cannot be honoured is a breach of these Terms. Chef Partners may modify an agreed Slot only with at least 45 minutes' advance notice. Repeated last-minute Slot changes may result in reduced Platform visibility or account suspension.
6.6 Order Capacity & Availability
Chef Partners are responsible for managing Order intake to match their actual preparation capacity. The Platform provides tools to set daily Order limits and pause listings. Accepting Orders beyond capacity that results in fulfilment failures is a performance violation. Consistent Order declines, post-acceptance cancellations, or repeated delivery failures may result in community listing suspension.
6.7 Pricing & Platform Commission
Chef Partners set their own menu prices subject to the Platform's pricing guidelines. The Platform charges a commission on each confirmed Order as specified in the Chef Partner Agreement, disclosed transparently at onboarding. Settlement of earnings (net of Platform commission and applicable taxes) will be made to the Chef Partner's registered bank account within 3 business days of confirmed fulfilment, subject to RBI guidelines.
6.8 Tax Obligations
Chef Partners are independently responsible for GST registration (where required by annual turnover thresholds), income tax, and any local levies. The Platform will issue commission invoices and deduct TDS as applicable under the Income Tax Act, 1961. Chef Partners should seek independent tax advice.
6.9 Ratings, Reviews & Performance Standards
Chef Partners are rated by Customers after each Order. The Platform may set minimum average rating thresholds. Chef Partners falling below the threshold will receive notice and at least 14 days to improve before any listing suspension, except for immediate food safety concerns.
6.10 Intellectual Property
Chef Partners retain ownership of their original recipes. By listing on the Platform, Chef Partners grant OOTAH a non-exclusive, royalty-free licence to use menu names, descriptions, and food photographs for Platform display and promotion. This licence does not extend to commercial exploitation of recipes without separate written consent.
6.11 Conduct within the Community
Because Chef Partners and Customers are co-residents, the Platform places special importance on respectful and professional conduct. Chef Partners must: (a) maintain professional communication with Customers at all times; (b) not share Customer personal data beyond the scope of Order fulfilment; and (c) not leverage access to co-resident data for any purpose unrelated to an active Order. Any harassment, intimidation, or misuse of co-resident information will result in immediate account suspension and may be reported to the RWA and appropriate authorities.
6.12 Suspension, Removal & Final Settlement
The Platform may suspend or remove a Chef Partner upon: (a) lapse of FSSAI registration; (b) credible food safety complaints; (c) consistent performance failures; (d) breach of these Terms; (e) ceasing to be a resident; or (f) fraudulent or abusive conduct. Except for immediate food safety hazards or fraud, written notice and a 7-day cure period will be provided before suspension. Outstanding settlement dues will be paid within 14 business days of removal, after deduction of applicable penalties. Residency lapse triggers account deactivation within 7 days of confirmed move-out.