These Terms of Service ("Terms") govern your access to and use of the HoTo mobile application and website (together, the "Platform"), operated by HoTo ("HoTo", "we", "us", or "our"). By creating an account, placing an order, or otherwise using the Platform, you agree to be bound by these Terms and our Privacy Policy. If you do not agree, please do not use the Platform.
1. Acceptance of Terms
These Terms constitute a legally binding agreement between you and HoTo. We may update these Terms from time to time as described in Section 16; your continued use of the Platform after changes take effect means you accept the updated Terms.
2. Eligibility & Account
- You must be at least 18 years old and capable of entering into a binding contract to use the Platform.
- You must register with a valid mobile number and verify it via OTP. You are responsible for all activity under your account and for keeping your login credentials confidential.
- You agree to provide accurate, current, and complete information (including your delivery address) and to keep it updated.
- We may suspend or terminate accounts that provide false information, or that we reasonably believe are being used fraudulently or in violation of these Terms.
3. Description of Services
HoTo enables you to browse products listed by stores/warehouses on the Platform and place orders for delivery to an address of your choice within our serviceable areas. Product availability, pricing, delivery slots, and serviceable areas may vary by location and change without prior notice. We act as a technology platform connecting you with stores and delivery partners; product quality is the responsibility of the store fulfilling the order, subject to our quality checks where applicable.
4. Orders, Pricing & Payment
- Prices shown on the Platform are inclusive of applicable taxes unless stated otherwise, and may include delivery, handling, or small-cart fees shown at checkout before you confirm payment.
- An order is confirmed only after successful payment authorisation or, where available, on confirmation of a cash-on-delivery order.
- We may cancel or refuse any order, including due to stock unavailability, pricing errors, an unserviceable address, or suspected fraud, and will refund any amount already charged for a cancelled order.
- Payments are processed through third-party, RBI-authorised payment gateways. HoTo does not store your full card, UPI, or bank credentials.
5. Delivery
Estimated delivery times shown on the Platform are indicative and may vary due to weather, traffic, order volume, or circumstances beyond our reasonable control. You are responsible for being reasonably available at the delivery address; repeated failed delivery attempts may result in order cancellation. Please inspect your order at the time of delivery where possible.
6. Cancellation & Refunds
- You may cancel an order free of charge before it has been packed/dispatched, from the order details screen in the app.
- Once an order has been packed, dispatched, or delivered, cancellation may not be possible; any exceptions are handled per Section 7 (Returns).
- Approved refunds are credited to your original payment method or HoTo wallet, typically within 5–7 business days, depending on your bank or payment provider.
7. Returns
If you receive a missing, damaged, incorrect, or defective item, please report it through the "Help" section of the app within the timeframe shown for that order. Eligible issues will be resolved by replacement, refund, or HoTo wallet credit, at our discretion, in line with the applicable Consumer Protection (E-Commerce) Rules. Perishable and certain other categories of items may not be eligible for return once delivered, as indicated on the product page.
8. Offers & Coupons
Promotional offers, discounts, and coupon codes are subject to their own specific terms (validity period, minimum order value, applicable products/users), shown at the time of the offer. We may modify, restrict, or withdraw any offer at any time without prior notice, and may cancel orders or reverse benefits obtained through misuse of an offer or coupon.
9. User Conduct
While using the Platform, you agree not to:
- Use the Platform for any unlawful purpose or in violation of any applicable law.
- Interfere with, disrupt, or attempt to gain unauthorised access to the Platform, other accounts, or our systems.
- Upload or transmit any harmful, abusive, defamatory, or infringing content (including in reviews or support messages).
- Use automated means (bots, scrapers) to access the Platform or place orders without our written permission.
- Misrepresent your identity or provide a delivery address you do not have authority to use.
10. Intellectual Property
The Platform, including its name, logo, design, text, graphics, and software, is owned by or licensed to HoTo and is protected by applicable intellectual property laws. You may not copy, modify, distribute, or create derivative works from any part of the Platform without our prior written consent.
11. Disclaimers
The Platform is provided on an "as is" and "as available" basis. To the fullest extent permitted by law, we disclaim all warranties, express or implied, regarding the Platform's availability, accuracy, or uninterrupted operation, including product descriptions, images, and pricing, which may occasionally contain errors that we will correct as soon as we become aware of them.
12. Limitation of Liability
To the maximum extent permitted by applicable law, HoTo shall not be liable for any indirect, incidental, or consequential damages arising from your use of the Platform. Our total liability for any claim relating to an order shall not exceed the amount you paid for that order. Nothing in these Terms limits any liability that cannot be excluded under applicable Indian consumer protection law.
13. Indemnification
You agree to indemnify and hold HoTo, its affiliates, and their officers and employees harmless from any claim or demand, including reasonable legal fees, arising out of your breach of these Terms or your misuse of the Platform.
14. Termination
You may stop using the Platform and request account deletion at any time. We may suspend or terminate your access to the Platform, with or without notice, if we reasonably believe you have violated these Terms or engaged in fraudulent or harmful activity.
15. Governing Law & Grievance Redressal
These Terms are governed by the laws of India. Subject to Section 17, courts at Ahmedabad, India, shall have exclusive jurisdiction over any disputes arising from these Terms or your use of the Platform. In accordance with the Information Technology Act, 2000 and rules made thereunder, and the Consumer Protection (E-Commerce) Rules, 2020, grievances may be raised with our Grievance Officer listed in Section 17.
16. Changes to These Terms
We may revise these Terms from time to time. Material changes will be reflected in the "Last updated" date above and, where appropriate, notified through the app. Continued use of the Platform after changes take effect constitutes your acceptance of the revised Terms.
17. Contact Us
For any questions about these Terms, or to raise a grievance, please contact us at: