📄 Terms & Conditions

1About Vilacom

Vilacom ("we", "us", "our") operates an online platform (website and mobile app) that lets customers order groceries and daily essentials for fast delivery. Unlike dark-store models, Vilacom fulfils orders through a network of partner kirana (neighbourhood) stores, supplemented by our own operated stores in locations where a kirana partner is not yet available. By placing an order or using our website, you agree to these Terms & Conditions.

2Eligibility & Account

• You must be at least 18 years old to place an order, or use the platform under the supervision of a parent/guardian.
• You are responsible for maintaining the confidentiality of your account and for all activity under it.
• Accurate delivery address and contact number are required — incorrect details may delay or prevent delivery.

3How Our Service Works

When you place an order, Vilacom routes it to the nearest partner kirana store carrying the ordered items, or to our own store where no partner is available in that area. The store packs the order, and it is picked up and delivered to you by a Vilacom delivery partner or the kirana store's own delivery staff, depending on the location.

4Service Areas & Delivery Charges

We currently operate in two types of zones:

Delivery charges, applicable zones, and minimum order values (if any) are shown at checkout before you confirm your order and may be revised from time to time; the amount shown at checkout is final for that order.

5Pricing, Products & Availability

• All prices displayed on Vilacom are in Indian Rupees (INR) and inclusive of applicable taxes unless stated otherwise.
• Product availability depends on real-time stock at the fulfilling kirana partner or Vilacom store and may vary by location.
• We reserve the right to correct pricing or listing errors and to cancel an order affected by such an error, with a full refund.

6Orders & Payments

• Orders are confirmed once payment is successfully processed via our payment partner (Cashfree) or upon selecting Cash on Delivery, where available.
• We may cancel an order due to non-availability of items, serviceability issues, or suspected fraudulent activity — in which case any amount paid is refunded in full.

7Product Quality & Verification

Every item sourced from a partner kirana store is checked against Vilacom's quality and freshness checklist before being marked ready for pickup — this includes verifying expiry dates, packaging condition, and quantity/weight accuracy. Partner kirana stores that repeatedly fail quality checks are removed from the network.

8User Conduct

You agree not to misuse the platform, including placing fraudulent orders, abusing promotional offers, or engaging in abusive behaviour toward delivery partners or kirana store staff. Vilacom reserves the right to suspend accounts that violate this policy.

9Limitation of Liability

Vilacom facilitates order placement and delivery logistics. While we vet and monitor partner kirana stores for quality, we are not liable for indirect or consequential losses arising from delays caused by circumstances beyond our reasonable control (e.g. weather, traffic restrictions, force majeure events).

10Intellectual Property

The Vilacom name, logo, website, and app content are the property of Vilacom and may not be copied, reproduced, or used without prior written permission.

11Termination

We may suspend or terminate access to the platform for any user found violating these Terms, without prior notice, at our discretion.

12Governing Law

These Terms are governed by the laws of India. Any disputes shall be subject to the exclusive jurisdiction of the courts at Jalandhar, Punjab.

13Contact

For questions about these Terms, write to support@vilacom.in or visit our Contact Us page.