Terms and Conditions

1. Introduction and Acceptance

1.1 These Terms and Conditions ("Terms") govern access to and use of the Locleo mobile application, website, and related services (collectively, the "Platform"), operated by Kharkar Brothers Private Limited, a private limited company incorporated in India and recognised as a startup by the Department for Promotion of Industry and Internal Trade (DPIIT) ("Locleo", "we", "us", "our"). Locleo is a hyperlocal commerce platform connecting Customers, Merchants, and Delivery Riders in and around Amravati, Maharashtra, India.

1.2 By creating an account, browsing, placing an order, listing products, or accepting delivery tasks on the Platform, you agree to be bound by these Terms, our Privacy Policy, and any role-specific addenda referenced below. If you do not agree, you must not use the Platform.

1.3 The Platform serves three distinct categories of users, each of whom accepts these Terms in the capacity in which they registered:

• Customer — a person who browses and purchases products through the Platform.
• Merchant — a person or business entity who lists and sells products through the Platform via a registered Shop.
• Rider — a person who accepts and fulfils delivery tasks between Merchants and Customers.

1.4 A single individual may hold accounts in more than one capacity (e.g., a Merchant who also shops as a Customer); each capacity is separately bound by the clauses applicable to it.

2. Definitions

• "Account" — the registered profile of a Customer, Merchant, or Rider, verified by mobile OTP.
• "Order" — a confirmed purchase request placed by a Customer against a Merchant's Shop.
• "Shop" — a Merchant's storefront on the Platform, including its listed Products, hours, and delivery terms.
• "Product" — an item listed for sale by a Merchant, including its variants, price, and MRP.
• "Delivery Task" — an assignment offered to a Rider to transport an Order from a Shop to a Customer.
• "Payout" — funds transferred by Locleo to a Merchant or Rider for completed Orders or Delivery Tasks, net of applicable commission and fees.
• "Serviceable Area" — the geographic radius within which a Shop or Locleo delivers, as configured for that Shop or area.
• "Content" — text, images, ratings, reviews, or other material submitted to the Platform by any user.

3. Eligibility and Account Registration

3.1 General. You must be at least 18 years old and capable of entering a binding contract under the Indian Contract Act, 1872, to register an Account. Locleo may request identity or business documents to verify eligibility at any time.

3.2 Phone verification. Every Account is created and authenticated using a one-time password (OTP) sent to the registered mobile number. You are responsible for the security of that number and for all activity under your Account. Notify us immediately at the contact details in Clause 17 if you lose access to your registered number.

3.3 Customer registration. Browsing the catalogue does not require an Account. Placing an Order, saving addresses, or viewing order history requires sign-in via OTP.

3.4 Merchant registration. A Merchant Account requires: a registered Shop name, owner details, a valid Indian business address within or serviceable to the Amravati region, and — before the Shop is approved for listing — the compliance documents described in Clause 5.2. Locleo reviews and approves each Shop before it becomes visible to Customers; approval may be refused or revoked at Locleo's discretion for incomplete, inaccurate, or non-compliant submissions.

3.5 Rider registration. A Rider Account requires proof of identity, a valid driving licence (where the chosen vehicle type requires one), vehicle registration details where applicable, and any other verification Locleo requests before Delivery Tasks are offered. Riders must be legally permitted to operate their declared vehicle on Indian roads.

3.6 One person may not operate multiple Accounts in the same capacity to circumvent suspension, ratings, or promotional limits.

4. Customer Terms

4.1 Browsing and ordering. Customers may browse Shops and Products without signing in. Placing an Order requires a verified Account, a delivery address within a Shop's Serviceable Area, and a valid payment method.

4.2 Combined checkout across multiple Shops. A single checkout may include Products from more than one Shop. Locleo creates a separate Order against each Shop in that checkout — priced and fulfilled on its own terms as though placed individually, and each Merchant remains the seller of record only for its own Order, per Clause 5.1 — but takes one payment covering the whole checkout. A tip added at checkout (Clause 4.9) is charged once for the whole checkout, not per Shop. Locleo makes reasonable efforts to place every Order in a checkout; a failure specific to one Shop's Order does not prevent the other Shops' Orders in the same checkout from being placed, and the Customer support channel (Clause 17) is available if an Order is missing from a checkout that covered more than one Shop.

4.3 Pricing. All prices are displayed inclusive of applicable taxes unless stated otherwise. No Merchant may sell a Product above its listed MRP, in accordance with the Legal Metrology Act, 2009.

4.4 Order acceptance. An Order is only binding on the Merchant once confirmed by the Shop. Locleo is not liable for a Merchant's refusal or inability to fulfil an accepted Order, though Locleo will process the applicable refund per Clause 7.

4.5 Cancellation. A Customer may cancel an Order before the Merchant begins preparing it, subject to the cancellation window shown at checkout. Orders already in preparation or dispatched may not be cancelled for a refund except where the Product is defective, incorrect, or undelivered.

4.6 Delivery. Estimated delivery windows are indicative and depend on Merchant readiness, Rider availability, traffic, and weather. Locleo is not liable for delays outside its reasonable control, though the Customer support channel (Clause 17) remains available for undelivered or significantly delayed Orders.

4.7 Delivery charges. The delivery charge is calculated from the road-distance band between the Shop and the delivery location selected by the Customer, and is shown in full at checkout before payment. Charges rise in bands as distance increases. Locleo may vary the bands from time to time; the charge applying to an Order is the one displayed at checkout, and is fixed on that Order once it is placed.

4.8 Serviceable distance. Orders can only be placed to a delivery location within the maximum distance configured for the Shop. A location beyond that distance cannot be ordered to, irrespective of Order value.

4.9 Tips. A Customer may add a voluntary tip for the Rider at checkout. A tip is optional, is never applied by default, and is passed to the Rider in full — Locleo deducts no commission, fee, or charge of any kind from it. A tip is not refundable once the Order has been delivered.

4.10 Ratings and reviews. A Customer may rate and review a Product or Shop only after a completed Order. Reviews must be honest, based on genuine experience, and free of abusive, defamatory, or promotional content. Locleo may remove reviews that violate this clause.

4.11 Wishlist and account data. Saved addresses, wishlists, and order history are retained for the Customer's convenience and may be deleted by the Customer at any time via account settings, subject to statutory retention of transaction records described in the Privacy Policy.

5. Merchant Terms

5.1 Shop listing. A Merchant is solely responsible for the accuracy of Shop details, Product descriptions, images, pricing, stock levels, and delivery terms. Locleo does not manufacture, own, or take title to any Product; the Merchant is the seller of record for every Order placed against its Shop.

5.2 Compliance documents. Depending on the Shop's category, Locleo may require GSTIN, PAN, FSSAI licence (for food and grocery Shops), or shopfront verification before approval. The Merchant warrants that all submitted documents are genuine, current, and belong to the registered business.

5.3 Pricing and MRP. A Merchant must not list or sell any Product above its declared MRP. Locleo enforces this at the point of listing and reserves the right to reject, delist, or correct any Product that violates it.

5.4 Stock and fulfilment. A Merchant must keep stock levels current and honour every Order it accepts within its stated preparation time. Repeated cancellations, stockouts on confirmed Orders, or failure to honour Shop hours may result in a lower ranking, temporary suspension, or removal from the Platform.

5.5 Commission and fees. Locleo charges 8% commission on each completed Order, disclosed to the Merchant at the time of onboarding and payable by deduction from the Order value before Payout. Locleo may revise commission rates on prospective Orders with prior written notice to the Merchant.

5.6 Delivery contribution. In addition to commission, a fixed contribution per delivered Order, disclosed to the Merchant at onboarding and shown in the Merchant app, is charged to the Merchant and passed to the Rider in full as part of that Rider's delivery earnings. It is charged only on Orders that are actually delivered. Locleo may revise the amount on notice given under Clause 16.

5.7 Payouts. Payouts are made to the bank account registered by the Merchant, on the payout cycle disclosed at onboarding, net of commission, applicable taxes, and any refunds or chargebacks attributable to that Merchant's Orders. The Merchant is responsible for keeping bank and tax details accurate and current.

5.8 Prohibited listings. A Merchant must not list counterfeit goods, expired or unsafe products, items prohibited under Indian law (including but not limited to narcotics, weapons, and items requiring a licence the Merchant does not hold), or any Product that infringes a third party's intellectual property.

5.9 Taxes. Each Merchant is solely responsible for determining, collecting, and remitting GST and any other applicable taxes on its own sales. Locleo's commission is invoiced separately and is not a substitute for the Merchant's own tax compliance.

5.10 Suspension. Locleo may suspend or terminate a Shop for repeated policy violations, customer complaints, failed compliance checks, fraudulent activity, or at the end of an investigation into any of the above, with notice where practicable.

6. Rider Terms

6.1 Nature of engagement. A Rider is an independent contractor engaged to complete Delivery Tasks and is not an employee, agent, or representative of Locleo. Nothing in these Terms creates an employer-employee relationship.

6.2 Acceptance of tasks. A Rider may accept or decline offered Delivery Tasks at their discretion, subject to any minimum completion standards disclosed at onboarding. Once accepted, a Delivery Task must be completed or explicitly cancelled through the app, not abandoned.

6.3 Conduct. A Rider must handle Orders with care, follow traffic laws and safety regulations, treat Merchants and Customers courteously, and not open, tamper with, or consume any part of an Order in transit.

6.4 Vehicle and documentation. A Rider is responsible for maintaining a valid driving licence, vehicle registration, insurance, and pollution certificate (as applicable to the declared vehicle) throughout their engagement, and must produce these on request.

6.5 Earnings and payouts. A Rider earns a per-delivery fee and any applicable incentives, disclosed within the app before a Delivery Task is accepted. Payouts follow the cycle disclosed at onboarding and are contingent on the Delivery Task being marked complete with a valid pickup/delivery confirmation code where required.

6.6 Composition of delivery earnings. A Rider's earnings for a Delivery Task comprise the distance-based delivery fee for that Task, plus the Merchant delivery contribution under Clause 5.6. Where Locleo waives or reduces the delivery charge to the Customer as a promotion, the Rider is paid as though the full charge applied — a promotion is borne by Locleo, not by the Rider.

6.7 Daily incentives. Locleo may offer incentives for completing a number of Delivery Tasks within a single day. Incentive tiers do not accumulate: where more than one tier is met, only the highest applicable incentive is paid. The tiers in force are shown in the Rider app and may be varied on notice.

6.8 Tips. Tips added by Customers are paid to the Rider in full and are additional to delivery earnings and incentives. Locleo takes no share of any tip.

6.9 Cash handling. Where a Rider collects cash-on-delivery payment on Locleo's behalf, they must remit it in full according to the reconciliation process disclosed at onboarding. Shortfalls may be deducted from future Payouts.

6.10 Safety and liability. A Rider is responsible for their own safety equipment and conduct on the road. Locleo is not liable for accidents, injury, or loss arising from a Rider's operation of their vehicle, without prejudice to any insurance cover Locleo may separately choose to provide.

6.11 Suspension. Locleo may suspend or deactivate a Rider Account for unsafe conduct, repeated non-completion of accepted tasks, cash discrepancies, customer or merchant complaints, or failed document verification.

7. Payments and Refunds

7.1 Payments are processed through Locleo's third-party payment gateway (Razorpay). Locleo does not store full card or bank credentials; see Part B, Clause 11.

7.2 Cash on Delivery. Cash on Delivery is available up to a maximum Order value shown at checkout (₹2,000 as at the date of these Terms). Where the payable total exceeds that value — including the combined total of a checkout covering more than one Shop under Clause 4.2 — the Customer must pay online; Cash on Delivery is not offered for that checkout. Locleo may vary this limit from time to time; the limit shown at checkout is the one that applies.

7.3 Refunds for cancelled, undelivered, defective, or incorrect Orders are credited to the Customer's original payment method, or as store credit where the Customer opts for that, within the timeframe disclosed in-app.

7.4 Where a refund is attributable to Merchant error (wrong or defective item, unfulfilled Order), the refunded amount is deducted from that Merchant's next Payout. Where attributable to Rider error (loss or damage in transit), it may be deducted from that Rider's Payout, subject to the Rider's right to dispute the deduction through support.

7.5 Locleo reserves the right to withhold or reverse a Payout or refund where fraud, abuse, or a payment dispute is under investigation.

8. Prohibited Conduct

No user of the Platform, in any capacity, may:

• (a) impersonate another person or misrepresent an affiliation;
• (b) upload false, misleading, or infringing Content;
• (c) attempt to circumvent Platform payments by arranging off-platform transactions for a Platform-sourced Order;
• (d) interfere with the Platform's security, rate limits, or normal operation, including by scraping, reverse-engineering, or automated abuse;
• (e) use the Platform for any unlawful purpose, or to list, order, or deliver goods prohibited under Indian law;
• (f) harass, threaten, or discriminate against another user, Merchant, Rider, or Locleo staff.

9. Content and Intellectual Property

9.1 The Locleo name, logo, app, and Platform design are the intellectual property of Locleo and may not be copied, reproduced, or used without written permission.

9.2 By submitting Content (Product images, descriptions, reviews, ratings), a user grants Locleo a non-exclusive, royalty-free, worldwide licence to host, display, and reproduce that Content on the Platform and in its promotional material, for as long as the Content remains on the Platform.

9.3 A Merchant warrants that it owns or is licensed to use every image and description it uploads, and indemnifies Locleo against third-party claims arising from infringing Content it submits.

10. Limitation of Liability

10.1 The Platform is provided "as is." Locleo does not guarantee uninterrupted availability, and is not liable for losses arising from downtime, data loss, or Platform errors beyond its reasonable control.

10.2 Locleo is an intermediary connecting Customers, Merchants, and Riders and, except where these Terms expressly state otherwise (e.g., Clause 7), is not liable for the quality, safety, legality, or timely delivery of any Product listed by a Merchant or transported by a Rider.

10.3 To the maximum extent permitted by law, Locleo's aggregate liability to any user for claims arising from the Platform is limited to the value of the Order or Delivery Task giving rise to the claim.

10.4 Nothing in this Clause limits liability that cannot be excluded under the Consumer Protection Act, 2019, or the Consumer Protection (E-Commerce) Rules, 2020.

11. Indemnification

Each user agrees to indemnify and hold Locleo harmless from claims, damages, and expenses (including reasonable legal fees) arising from that user's breach of these Terms, violation of law, or infringement of a third party's rights — including, for a Merchant, claims arising from a Product it lists, and for a Rider, claims arising from their conduct while completing a Delivery Task.

12. Suspension and Termination

12.1 Any user may close their Account at any time through the app or by contacting support, subject to settlement of any pending Orders, Delivery Tasks, or Payouts.

12.2 Locleo may suspend or terminate an Account, with or without notice, for breach of these Terms, fraudulent activity, repeated complaints, or where required by law.

12.3 Clauses 10 (Limitation of Liability), 11 (Indemnification), 13 (Dispute Resolution), and 14 (Grievance Officer) survive termination.

13. Dispute Resolution and Governing Law

13.1 These Terms are governed by the laws of India. Subject to Clause 14, the courts at Amravati, Maharashtra shall have exclusive jurisdiction over any dispute arising from the Platform.

13.2 Before initiating legal proceedings, a user agrees to first raise the dispute with Locleo's support or Grievance Officer (Clause 14) and allow a reasonable period for resolution.

14. Grievance Officer

In accordance with the Information Technology Act, 2000 and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, Locleo has appointed a Grievance Officer to address complaints regarding the Platform. Contact details are provided in Clause 17. Complaints will be acknowledged within 24 hours and resolved within the statutory timeline.

15. Force Majeure

Locleo is not liable for any failure or delay in performance caused by events beyond its reasonable control, including natural disasters, strikes, government action, internet or telecom outages, or public health emergencies.

16. Amendments

Locleo may update these Terms from time to time. Material changes will be notified in-app or by SMS/email to the registered contact. Continued use of the Platform after an update constitutes acceptance of the revised Terms.

17. Contact

Kharkar Brothers Private Limited (operating Locleo)
Email: [email protected]
Phone: +91 94040 22850
Address: Amravati, Maharashtra, India
Grievance Officer: Himanshu Kharkar — reachable at the above email, marked "Attn: Grievance Officer."