Policies applicable when ordering food from a restaurant by a Customer on FOSA platform

"You" here refers to you - the customer who is ordering food from a restaurant on the FOSA platform through any of the ordering channels like WhatsApp, Facebook Messenger, Website chatbot or mobile app chatbot. You are considered a customer once you have registered / logged in to the FOSA platform via any of the ordering channels. The words "Sign up", "log-in" "opt-in" are interchangeably used.

1. Placing New Orders - Accepting New Orders - Cancellations by Customer

  • 1. You can place orders from any of the restaurants in the FOSA platform.
  • 2. Any restaurants on the FOSA platform are available on all the ordering channels (FOSA on WhatsApp, FOSA on Messenger, FOSA on Web and Mobile).
  • 3. You can place orders for Take Away, Delivery, Dine-In (Pre-order). You can also book Table reservations
  • 4. If you register on FOSA platform via any one of the ordering channels then you can use any of the other ordering channels going forward.
  • 5. If you register on FOSA platform via any one of the ordering channels then you can use any of the other ordering channels going forward.
  • 6. Your cart, i.e. the items you have added to your cart for the purpose of ordering is specific to a specific platform. This means that if you have added some items in your cart in WhatsApp then the same items will not show in your cart in the FOSA website chatbot or FOSA messenger chatbot.
  • 7. During the order process, you can easily switch restaurants. When switching restaurants your cart is cleared, ie. If you switch or change a restaurant, you abandon any items in your cart for the restaurant.
  • 8. At this point of time, FOSA supports one order from one single restaurant. If you want to order from two different restaurants then you will place two separate orders. At a later time, FOSA will introduce ordering different items from different restaurants within the same order.
  • 9. Once you place a New Order, the restaurant manager is notified.
  • 10. The Restaurant Manager is expected to accept the order within 5 min. When the restaurant manager accepts the order, a notification will be sent to you via SMS mentioning that the order has been accepted.

2. Cancellations

  • 1. You can cancel an order within 5 min of placing the order. If you cancel the order within 5 minutes then you will get a 100% refund. You cannot cancel an order after 5 min of placing the order.
  • 2. If for any reason you want to change any item, you can call the restaurant and request the change. It is upto the restaurant to accept a change of the order item or change in the quantity of an item.
  • 3. The restaurant cannot cancel an order after accepting the order. If a restaurant cancels an order after accepting the order, You will be credited FOSA points upto 10% of the order value upto a max of 100 points for a single order.

3. Takeaway Orders

  • 1. When the food is ready for pick up by you, the restaurant will update the status of the order to "Ready for Pick Up / Delivery". You will then be notified by SMS that the order is ready for pick up.
  • 2. The default lead time for the pick up will be usually between 20 minutes to 30 minutes from placing the order. However this can vary from restaurant to restaurant and higher for specific days / occasions.
  • 3. Once you / the customer takes away the food from your restaurant, the status of the order will be completed.

4. Processing Delivery Orders

  • 1. Delivery Responsibility Assignment
    • 1. Your delivery order can be delivered either by FOSA delivery or the restaurant's own delivery team. FOSA delivers your food through a network of delivery partners and assigns the order to the partner that has the timely availability of the delivery person to deliver your food.
    • 2. From time to time a restaurant may offer free delivery subject to a minimum order value and a maximum distance of the drop off location from the restaurant. If your order qualifies for such free deliveries by the restaurant then there will be no delivery charges.
    • 3. The delivery charges will be Rs 35/= for upto first 3 Kms and thereafter Rs 12 / Mile.
    • 4. FOSA delivery will deliver food from restaurants upto 15 Kms from the delivery / drop off location.
    • 5. If your order does not qualify for Free delivery or if the restaurant does not offer free delivery then the delivery fees will be charged during ordering based on the distance of the delivery location from the restaurant (from where you have ordered the food).
    • 6. You are responsible for providing an accurate address for delivery. If your delivery address is not accurate then you will be responsible for delayed delivery or No - delivery.
    • 7. The delivery person will have an option to call your registered mobile number in case the address cannot be found. If you do not pick up the call then you will be responsible for delayed delivery or no delivery.
  • 2. Delivery person and order updates
    • 1. Once the delivery person picks up the order from the restaurant, you will receive a notification via SMS that the delivery person has picked up the order from the restaurant and is on the way.
    • 2. The delivery time may vary depending on traffic conditions.
    • 3. Safe and proper packaging of the food items is the responsibility of the restaurant.
    • 4. Once the delivery person hands over the food to you, the order will be completed.

5. FOSA Points

  • 1. Depending on promotions running, FOSA may
    • 1. Provide you with points for signing up on FOSA.
    • 2. Provide you with points for placing orders above a certain order value.
    • 3. Provide you referral points.
    • 4. Upon signing up on the FOSA platform you will get a unique invite link.
    • 5. You can share the invite link among your friends, colleagues, relatives through various social media platforms like WhatsApp, Facebook, Facebook Messenger, Twitter, Instagram, Youtube, and other video sites.
    • 6. When you invite others by sharing your invite link to FOSA, they can click on the link and sign up on FOSA.
    • 7. You will get referral points as soon as they place their first order and every time they order while the promotion is running.
  • 2. Redeeming FOSA points
    • 1. FOSA makes it easy for you to Redeem your FOSA poinst without remembering to apply the points. 80% of your FOSA point balance will automatically be applied when you order on any of the FOSA ordering channels.
    • 2. You can check your FOSA points balance any time from the chatbot.
  • 2. How to earn more FOSA points
    • 1. The fastest way to earn more points is by sharing your invite link to as many friends, relatives, colleagues.
    • 2. You can share in WhatsApp groups, Facebook groups, Tweet your Invite link, Share on Instagram with your followers and in other social and video sites.
    • 3. Note that one person can sign up on FOSA Only once and with one invite link. So faster you share higher is the chance that the invited person will use your invite link instead of another person's invite link.

6. Deals & promotions on FOSA

  • 1. FOSA may run various types of promotions from time to time.
  • 2. Promotions may vary across restaurants.
  • 3. Some promotions will be for very short durations like a couple of hours.

7. Logging grievances

  • 1. You can express grievances / lodge complaints either for
    • 1. Quality of Food
    • 2. Quality of ordering process & payments related
    • 3. Quality of Delivery services
  • 2. Quality of Food
    • 1. Restaurants are solely responsible for the quality of food served from their restaurant for either Dine-In, Take Away or Delivery orders.
  • 3. Quality of Ordering process
    • 1. FOSA is solely responsible for the quality of Ordering process for all the platforms supported by FOSA. FOSA is also responsible for the successful payment of the order through all the platforms supported by FOSA.
    • 2. If you have any complaints or difficulty regarding either of the two, then please contact FOSA customer support and we will promptly address your issue.
  • 3. Quality of Delivery Services
    • 1. Restaurant is completely responsible for delivering order items to the customer on time without any pilferage or damage to the food items where the order is delivered by the restaurant. If you have a complaint about improper delivery of food for an order that is delivered by the restaurant's own delivery team, then you can reach out to the restaurant directly or lodge a complaint through FOSA. However, the decision to give a replacement order or credit will depend on the restaurant.
    • 2. Where an order is delivered by FOSA, all customer complaints arising out of improper delivery service will be handled by FOSA.