Draft for legal review: text in [brackets] is to be completed before launch.
1. About this policy
This policy covers everything the Restaurant buys from [Registered company name], "ECCS" or "we". It is part of our Terms of Service, which define the words used here.
2. How our services are delivered
Services are carried out at your outlet in Hyderabad, on the date and in the time window confirmed in the app. Reports and certificates appear in the app after our office approves them. Chemical refills are delivered to your outlet, by our team at a visit or as arranged with you [to confirm]. We do not ship goods outside our service area.
3. Plans
Cancelling a Plan
- The Owner can cancel a Plan in the app at any time. It ends at the end of the current billing period, and the cancellation can be undone until then.
- Visits already scheduled in that period still go ahead. There is no refund for the rest of the current period [to confirm].
- First Plan: if you cancel within 7 days [to confirm] of first subscribing and no visit has been done yet, we refund the full amount paid.
Changing a Plan
A change of Plan takes effect from the next billing period and can be undone until then.
Pausing a Plan
At your request, we can pause a Plan. While it is paused there are no new visits, no renewal and no invoice. Visits already in the diary stay. The billing dates do not move, and paused days are not refunded or credited [to confirm].
Price changes, and if we end a Plan
If we raise a Plan's price, we tell you at least 30 days [to confirm] before it applies, and you can cancel before then without paying it. If we end a Plan for our own reasons, or withdraw a main feature of it, we refund the unused part of the billing period, worked out day by day.
4. Cancelling or rescheduling a visit
- Free window: you can cancel or reschedule a visit free of charge up to 24 hours [to confirm] before the start of its time window, in the app or by contacting us.
- Late cancellation: cancelling or rescheduling with less notice, or our team being unable to start after waiting 30 minutes [to confirm] because there is no access or the kitchen is not ready.
- Single service, late cancellation: we charge a fee of 25% [to confirm] of the service price, plus GST on that fee, and nothing more.
- Plan visit, late cancellation: we will try to fit in a new date in the same billing period if a slot is free. If we cannot, the visit counts as used [to confirm].
The "visit value" of a Plan visit is the Plan's price for the billing period divided by the number of visits in it for that period.
5. When we cancel or reschedule
- If we have to cancel or move a visit, we offer the next suitable date at no cost.
- If we give less than 24 hours' notice [to confirm], you also get a credit of 25% [to confirm] of the Single service price or Plan visit value, matching our late cancellation fee, unless the reason is unsafe conditions at your outlet or an event beyond our control.
- If we cannot offer a date that suits you, we refund the Single service price in full, or, for a Plan visit we cannot do within the billing period, refund or credit its visit value, as you choose.
6. A visit we miss or do badly
- Missed visit: if our team does not arrive in the confirmed window without telling you in advance, we will offer a new date within 7 days [to confirm] and give you the credit in section 5.
- Poor work: if a task was not done or not done properly, tell us within 48 hours [to confirm] of the visit, with photos if you can, so we can check while the facts are fresh. We will redo it free of charge within 7 days [to confirm]. This does not take away any other right you have under the law.
- If a redo is not possible or still not right, we will refund or credit, as you choose, the Single service price or the Plan visit value, or a fair part of it if only some tasks were affected.
7. Partner services, tests and training
Lab tests, Food Safety Supervisor training and staff medical check-up camps are delivered with ECCS partners, who reserve time and materials for you.
- You can cancel free of charge up to 48 hours [to confirm] before the booked time. With less notice, 50% [to confirm] of the price is not refundable.
- Once a sample has been collected, a training session has started, or a camp has begun, the service is not refundable.
8. Chemical refills
- Wrong, damaged or leaking products: tell us within 48 hours [to confirm] of delivery and we will replace or refund them.
- Unopened products can be returned in their original seal within 7 days [to confirm] of delivery for a full refund. For safety, opened products cannot be returned unless faulty.
9. What is not refundable
- services already done and signed off, except under section 6;
- late cancellation fees;
- the rest of the current billing period after you cancel a Plan;
- paused days;
- partner services once started (section 7);
- opened chemical products that are not faulty;
- interest charged on late payment.
10. How refunds and credits are paid
- Timing: we decide within 7 working days [to confirm] of your request and, once approved, start the refund within 7 working days [to confirm] to the card, UPI account or bank account you paid from. Your bank usually takes another 5 to 7 working days to show it.
- Credits: a credit is recorded on your account and taken off your next invoices. Any unused credit is refunded when your account closes [to confirm].
- Chargebacks: please contact us first, as it is usually faster; you can still use any chargeback option your card or bank offers.
- Automatic payments: cancelling your Plan stops future charges; you can also stop them through your bank or UPI app.
11. GST on refunds
- A refund includes the GST charged on the refunded amount.
- If we have already issued a GST invoice, we issue a credit note for the refunded amount, under section 34 of the Central Goods and Services Tax Act, 2017.
- If you paid in advance and no invoice was issued, we issue a refund voucher.
- GST law sets a deadline for credit notes: 30 November after the end of the financial year of the invoice, or the date of our annual return if earlier. For requests after that, we can refund only the amount before GST [to confirm].
12. How to ask
Raise an issue in the app, email [support email] or call [support phone], saying which outlet, visit or invoice, what went wrong and what you would like. We acknowledge every request within 48 hours with a reference number. If you are not satisfied, contact our Grievance Officer, [Grievance Officer name], at [grievance email]. We resolve complaints within one month of receiving them.