These Terms & Conditions (“Terms”) govern your use of the MealMatrix platform (the “Platform”) operated by Agrotis Catering Services Private Limited (“we”, “us”), which is responsible to you for the Platform. The MealMatrix product is owned by Suvon AI Labs Private Limited (see section 8). By creating an account or using the Platform, you accept these Terms and our Privacy Policy.
At a glance
A plain-language summary of the key points. It is not a substitute for the full terms below.
- You must be 18 or older to register.
- Your wallet is a prepaid balance (max ₹5,000) funded by top-up.
- Wallet balances cannot be withdrawn to a bank account.
- Orders are pickup at the counter only — there is no address delivery.
- A rejected order is auto-refunded to your wallet.
- Prices include or show GST (default rate 5%).
- These Terms are governed by Indian law; raise disputes via the Grievance Officer first.
1. Eligibility
You must be at least 18 years old to register. We require you to confirm your date of birth at registration; registrations indicating an age under 18 are rejected (see the Privacy Policy). You must be a registered member of, or otherwise authorised by, a mess / cafeteria operator that uses MealMatrix.
2. Your account
You are responsible for the accuracy of your registration details and for keeping your credentials and device secure. You must not share your account or let another person transact on it. Notify us promptly of any unauthorised use. We authenticate you by password and/or one-time passcode; sessions expire on a sliding window and may require re-authentication for sensitive actions.
3. Wallet & stored value
- Your MealMatrix wallet is a prepaid balance you fund by top-up and use to pay for orders within the Platform.
- Top-ups are processed through the payment gateway's hosted checkout. The wallet balance is capped at ₹5,000 at any time.
- Wallet credits and debits are recorded in an append-only ledger; refunds and rebates are credited back to your wallet (see section 6).
- No withdrawals: a wallet balance cannot be withdrawn or transferred to a bank account; it is used to pay for orders on the Platform. We do not pay interest on wallet balances.
- The wallet is for paying for goods and services on the Platform; it is not a deposit, banking, or investment product.
4. Ordering, pickup & cancellation
When you place an order, your wallet is charged and a ticket is sent to the counter / kitchen. Orders are for pickup at the facility counter only — the Platform does not provide delivery to an address. Counter staff may reject an order at intake (for example, an item is unavailable); a rejected order is refunded to your wallet automatically (see section 6 below). You can cancel an order yourself within 5 minutes of placing it, as long as it has not been served; orders from a partner or vendor counter cannot be cancelled from the app. Order cut-offs and modification windows are set by your operator. A facility may host more than one food-service operator or vendor; a single order may include items from more than one, and each item is prepared, priced, and fulfilled by the operator or vendor responsible for it.
5. Pricing, taxes & GST
Prices for items and combos are set by your operator and shown in the app before you confirm. Prices are inclusive of, or shown alongside, applicable Goods and Services Tax (GST). The Platform applies GST at the rate configured for the item category (the default configured rate is 5%, with other slabs such as 0% or 18% used where the operator's category requires). A GST invoice is available for eligible orders, issued by the supplier of record for that order — your operator, or the Platform where it acts as the supplier of record for the transaction.
6. Refund & cancellation
Because orders are paid from your prepaid wallet, refunds are credited back to your wallet:
- Rejected or cancelled orders: if counter staff reject an order at intake, or you cancel it within 5 minutes of placing it (before it is served), the full amount is credited back to your wallet automatically, as part of the same transaction that records the rejection.
- Wallet top-ups: a top-up is a purchase of stored value and is consumed by your orders. If money is debited but your wallet is not credited (for example a network failure mid-payment), your wallet is credited automatically once Razorpay confirms the payment, usually within minutes. If the payment failed, your bank reverses the debit, usually within 5–7 working days. If neither happens, contact us with your member ID and transaction reference and we will reconcile it.
- Non-refundable: orders already picked up or fulfilled, cancellations after the 5-minute window, and amounts already consumed by completed orders.
7. Acceptable use
You agree not to: misuse or attempt to disrupt the Platform; probe, scan, or breach security or authentication; tamper with the app, automate access, or circumvent integrity checks; submit false information or fraudulent payments; use another member's account; or use the Platform for any unlawful purpose.
8. Intellectual property
The MealMatrix product, including its software, design, and trademarks, is owned by Suvon AI Labs Private Limited or its licensors and is protected by law. Agrotis Catering Services Private Limited operates the Platform and is responsible to you for it. You receive a limited, non-exclusive, non-transferable, revocable licence to use the app for its intended purpose. You may not copy, modify, reverse-engineer, or create derivative works except as permitted by law.
9. Third-party services
The Platform relies on third-party processors (for example the payment gateway, messaging, push notifications, and cloud hosting) listed in the Privacy Policy. Your use of payment services is also subject to the payment gateway's own terms. We are not responsible for the acts or omissions of third parties beyond our reasonable control.
10. Disclaimers & limitation of liability
The Platform is provided on an “as is” and “as available” basis. To the maximum extent permitted by law, we disclaim implied warranties and are not liable for indirect, incidental, or consequential losses. Food preparation, quality, hygiene, allergens, and fulfilment are the responsibility of your mess operator, not MealMatrix. Nothing in these Terms limits liability that cannot be excluded under applicable Indian law. Subject to that, our aggregate liability arising out of the Platform is limited to the total amount you paid through the Platform in the three (3) months immediately preceding the event giving rise to the claim.
11. Indemnity
You agree to indemnify and hold us harmless from claims, losses, and expenses arising out of your breach of these Terms, your misuse of the Platform, or your violation of any law or third-party right.
12. Suspension & termination
We may suspend or terminate your access if you breach these Terms, on suspected fraud or security risk, or where required by law or by your operator. You may stop using the Platform at any time and may delete your account (see Account deletion). Provisions that by their nature should survive termination (for example payment obligations, IP, disclaimers, and governing law) survive.
13. Governing law & dispute resolution
These Terms are governed by the laws of India. Before starting any legal proceedings, please raise the dispute with our Grievance Officer (see section 14) so that we can try to resolve it. Subject to that, the courts at Chhatrapati Sambhajinagar, Maharashtra, India, have exclusive jurisdiction.
14. Grievance redressal
For complaints about the Platform or your data, contact our Grievance Officer at mealmatrix.grievance@gmail.com. We acknowledge grievances within 72 hours and aim to resolve them within 15 days, in line with the Information Technology Rules, 2021 and the DPDP Act, 2023. If unresolved, you may escalate to the Data Protection Board of India.
15. Changes to these Terms
We may update these Terms; the new version is posted here with an updated effective date. For material changes, we request your acceptance the next time you log in. Continued use after a non-material update constitutes notice of the new version.
16. Contact
Agrotis Catering Services Private Limited
921, Bharadi, Taluka Sillod, Dist. Chhatrapati Sambhajinagar, Maharashtra
Email: mealmatrix.support@gmail.com