1. Nature of Service
When you place a food or grocery order through Sooper Buddy, you enter into a direct contractual relationship with the restaurant or store. Sooper Buddy acts solely as a technology platform and logistics facilitator — we are not the seller or manufacturer of any food or grocery item.
2. Order Placement & Confirmation
An order is confirmed only upon receipt of an in-app or SMS confirmation. Sooper Buddy and the merchant reserve the right to cancel orders prior to preparation commencement due to unavailability, pricing errors, or other operational reasons, with a full refund.
3. Delivery Times
Estimated delivery times are indicative only and may be affected by weather, traffic, demand, or other unforeseen factors. Sooper Buddy is not liable for delays beyond our reasonable control.
4. Order Accuracy
While we strive for accuracy, items may occasionally be unavailable after an order is placed. The restaurant or store will attempt to contact you for substitution approval. If unavailable and no substitute is agreed, a partial or full refund will be issued.
5. Cancellation Policy
- Within 2 minutes of placement: Full cancellation and refund permitted
- After preparation begins: Cancellations may not be accepted. Partial or no refund may apply
- After dispatch: Orders cannot be cancelled once out for delivery
6. Food Quality & Safety
Sooper Buddy requires all food partners to comply with FSSAI regulations. However, food quality, hygiene, and allergen management remain the responsibility of the restaurant or store. If you have any food quality complaint, please contact us within 24 hours of receiving the order.
7. Alcohol & Age-Restricted Items
Where applicable under local law, delivery of age-restricted items requires proof of age at the point of delivery. The rider is authorised to refuse delivery if age cannot be verified.