Terms of Service

What Kaicho is

Kaicho is a platform that connects you with local mess providers offering weekly meal subscriptions. Kaicho Logistics Private Limited operates the platform, handles payment and coordinates delivery. The food itself is prepared by the mess provider you choose, and they are responsible for its preparation, quality and safety.

Your account

• You must be 18 or older to use Kaicho.
• You are responsible for keeping your password confidential and for activity on your account.
• The details you give us must be accurate — particularly your delivery location, since we cannot deliver to an address that does not exist.
• You may delete your account at any time from Profile → Delete account. Any credit left in your wallet is refunded to you when you do.

Subscriptions and billing

• Subscriptions run weekly, Monday to Sunday.
• You may hold one plan per meal type per week — one breakfast, one lunch, one dinner.
• Each meal has its own cut-off. Booking a day, skipping it and restoring it all close a set period before that meal's delivery window opens, once the kitchen has to start planning and cooking. The exact deadline is shown in the app against every meal, and again at checkout before you pay — we set it and may change it, so these terms deliberately do not fix a number that would then be wrong. If you subscribe mid-week, your subscription covers the days that are still open and you are charged only for those meals.
• Payment is taken up front for the week, through Razorpay. Your subscription is created once payment is confirmed.
• You receive one tax invoice for each purchase, in the app under Profile → Invoices & receipts, once it has been issued. Whatever is given back to you later — a skipped meal, a meal the kitchen could not serve, a refund — is recorded on a credit note against that invoice.
• Prices are shown before tax. GST is added at checkout: 5% on the meal (the kitchen's price, paid by Kaicho to the government on the kitchen's behalf) and 18% on the Kaicho fee, each shown as CGST and SGST. Delivery is free. Credits in your wallet are applied automatically, and the amount you pay is always shown in full before you confirm.

Skipping meals and credits

If you know you will not need a meal, you can skip it in the app before that day's cut-off. Skipping returns the meal's full value — the meal, the Kaicho fee and the GST — to your account as opt-out credit. The credit is held until that meal's cut-off and is yours to spend after it.

• Credits are applied automatically against your next subscription payment.
• Credits have no cash value and cannot be withdrawn as money.
• A meal cannot be skipped after its cut-off has passed, because the food has already been planned and prepared.

Cancellations and refunds

• A paid week cannot be cancelled outright from the app. Instead you skip the individual meals you do not want, before each one closes, and their value returns to you as credit. Meals already served are not refundable.
• If you need a whole week cancelled, contact us and we will deal with it case by case.
• Where a refund is due — for example if a payment is taken but no subscription is created — it is returned to the original payment method automatically.
• If a kitchen cannot serve or deliver a meal you paid for, that meal's full value is credited to your wallet at once, on a credit note.
• Refunds to a card or bank account are processed by Razorpay and typically take 5–7 working days to appear.

Invite offer

1. What it is. Kaicho may run an invite offer. Each eligible customer has a personal invite code, shown in the app.

2. For your friend. A person who is new to Kaicho, and who enters and confirms your code before their first payment, receives the free meal(s) shown in the app, to use from their first order. Once confirmed, a code can't be changed or removed, and a code can't be added after the first payment.

3. For you. When your friend's first order is paid, with at least part paid through the payment gateway, and its first meals have been delivered or closed by the kitchen, you receive the free meal(s) shown in the app. An order paid entirely with free meals or wallet credit doesn't count.

4. Using a free meal. A free meal pays for one whole meal of an eligible plan, including GST, and is applied before your wallet credit. Each free meal has a use-by date shown in the app and expires if not used by then. If the day it paid for is skipped, closed by the kitchen or refunded, the free meal returns to your account with the same use-by date.

5. No cash value. Free meals have no cash value. They can't be exchanged, transferred, sold or withdrawn, and they aren't refunded when an account is closed.

6. Who can't take part. Business accounts, and invites to yourself or to another account you control, aren't eligible. We may refuse a code, or not count an invite, where we reasonably believe it isn't genuine.

7. Misuse. If we reasonably believe the invite offer is being misused, we may switch off an invite code, refuse or take back unused free meals obtained through the misuse, and take action under "Acceptable use".

8. Changes and ending. We may change these offer terms, or change, pause or end the invite offer, in one city or everywhere, at any time and without notice. A change applies from when it is shown in the app. Free meals already in your account when we do so stay usable until their use-by date, and invites confirmed before the change are honoured.

9. Our decisions. The invite offer is a free, goodwill benefit, and all rights over it are reserved by Kaicho. Our decision on whether a code, an invite or a free meal counts is final. Taking part gives you no right to anything beyond the free meals shown in your account, and no cash or other benefit in place of them. Our responsibility for the offer is limited to giving, or giving back, those free meals.

10. These terms and the Terms of Service. These offer terms are part of our Terms of Service. If the two differ, these apply to the invite offer.

Delivery

Meals are delivered to the delivery location you select, within the window shown in the app. Delivery times are estimates and can be affected by weather, traffic and local conditions. If nobody is available to receive a meal at your chosen location, it may be left at the delivery point or returned, and it will not be refunded.

Food safety and allergies

Every plan is one of three kinds: Veg (no non-vegetarian item on any day), Mixed (a non-vegetarian item on some days of each week and none on the others) or Non-veg. Each day of a plan’s menu shows whether that day’s meal is vegetarian or non-vegetarian, and egg counts as non-vegetarian. Meals are prepared in shared kitchens where allergens including nuts, dairy, gluten and shellfish may be present. If you have a food allergy, please contact the mess provider before subscribing. Kaicho cannot guarantee that any meal is free from a particular allergen.

Pictures of meals in the app and on the website are for illustration only. The food you receive may differ from what is shown.

Acceptable use

• Do not use Kaicho for any unlawful purpose.
• Do not attempt to access other users' accounts or our systems without authorisation.
• Do not resell meals obtained through the platform.
• We may suspend or close accounts that abuse the platform, including fraudulent payment or credit activity.

Our responsibility

We work to keep Kaicho running reliably, but we do not promise the service will be uninterrupted or error-free. To the extent permitted by law, our liability for any claim relating to the service is limited to the amount you paid for the subscription the claim relates to. Nothing in these terms limits liability that cannot lawfully be limited, including for death or personal injury caused by negligence.

Changes to these terms

We may update these terms. If a change materially affects you, we will notify you in the app before it takes effect. Continuing to use Kaicho after that means you accept the updated terms.

Governing law

These terms are governed by the laws of India, and the courts of Kerala, India have exclusive jurisdiction over any dispute.

Contact

Questions or complaints can be sent to product@kaicho.app. Grievance Officer details are published in our Privacy Policy.