Terms of Service

SnakTap is a technology platform operated by SnakTap (Fenebris) that connects diners ("Customers") with restaurants and food vendors ("Merchants"). We facilitate menu discovery, order placement, payment processing through licensed gateways, real-time order management, and merchant payouts.

SnakTap is an "e-commerce operator" within the meaning of Section 2(45) of the Central Goods and Services Tax Act, 2017, and the Information Technology Act, 2000. We do not prepare, cook, or own the food sold on the Platform; the Merchant is the seller.

• You must be at least 18 years old to create any account on SnakTap.
• Merchants must complete identity verification (PAN, GSTIN where applicable, cancelled cheque, and bank account verification) before they can accept live orders or receive payouts.
• You agree to provide accurate registration information and to update it when it changes.
• One account per individual or business - duplicate accounts may be merged or suspended.

You are responsible for keeping your password confidential and for every action taken under your account. We may suspend or terminate access without prior notice if we detect:

• Fraud, abuse, or repeated chargebacks
• Falsified KYC documents
• Violations of these Terms
• A statutory or regulatory order requiring suspension

Merchant staff accounts are scoped by role (owner, manager, kitchen, cashier, accountant). The owner is responsible for actions performed by anyone they invite into their merchant workspace.

Menu prices and item availability are set by Merchants. Final order totals shown to the Customer at checkout include applicable taxes, delivery fees, optional tips, and any discounts. The price displayed at checkout is the price you pay.

Payment is processed through the licensed third-party payment gateway PayU India. SnakTap does not store raw payment instrument details - only tokenised references provided by the gateway. PayU maintains its own PCI-DSS scope.

Orders are confirmed once the Merchant accepts in their dashboard. Until then, the order is in a "Pending" state and may be cancelled without charge.

• Restaurant services through SnakTap (cooked food, ready-to-eat items): SnakTap acts as the §9(5) ECO and discharges 5% GST liability on Customer-paid amounts.
• Other supplies (e.g. packaged retail goods, taxable independent of restaurant services): the Merchant is responsible for GST and must issue a tax invoice in their own name. SnakTap will deduct the appropriate ECO TCS/TDS where applicable.
• Merchants warrant that any GSTIN they provide is current and accurate. SnakTap relies on this information to attribute tax liability correctly.

Under Section 194-O of the Income-Tax Act, 1961, SnakTap deducts 0.1% TDS on the gross amount of each Merchant sale and deposits it with the income-tax department under the Merchant's PAN. Deductions are recorded in an append-only ledger at the moment an order is delivered.

Each Merchant receives:

• An automated monthly statement - emailed on the 1st of every month covering the previous calendar month, attached as a CSV
• On-demand download from Billing → TDS Reports in the Merchant dashboard, available at any time and re-downloadable for any prior period

Merchants can claim the deducted amount as a credit against their annual income-tax liability when filing their ITR.

Use of the SnakTap Platform by a Merchant is governed by a recurring subscription:

• Free Trial: 14 days from signup. No charge during the trial. Cancel anytime before day 15 (when the first auto-charge runs) to avoid being charged.
• Pro plan: ₹4,999 + GST per month, billed monthly to the saved payment method.
• Auto-renews each month until you cancel. Cancellations take effect at the end of the current billing period - service continues until then with no further charges.

Card / payment-method details are tokenised by the payment processor (PayU); SnakTap only stores the last four digits and brand for display.

Customer order cancellations

• Customers may cancel an order before it moves to "Preparing" without charge.
• After "Preparing", refunds are at the Merchant's discretion.
• Refunds for orders paid online are processed automatically through PayU.

Merchant subscription refunds

• Self-serve full refund within 7 days of any subscription charge, via the Merchant's billing page.
• After 7 days, contact support@snaktap.com - admin can refund case-by-case using the same idempotent refund ledger.
• Refund eligibility is determined per-charge - a single charge cannot be refunded twice.

Before a Merchant account can accept live orders, the following documents and details are required:

• PAN - verified against NSDL records (real-time when our verification provider is configured)
• GSTIN (where applicable) - verified against the GST portal; the embedded PAN must match the supplied PAN
• Cancelled cheque image - uploaded for visual reference
• Bank account details (account number, IFSC, holder name) - verified via NPCI penny-less to confirm the account is real and the holder name matches

Verification failures return a clear, document-specific error so the Merchant can fix the issue and resubmit. Approved Merchants are unlocked for orders, payouts, and admin features. The admin team retains the right to manually review, override, or revoke verification at any time, with audit-trail capture of every change.

You agree not to:

• Misrepresent your identity, business, or affiliation
• Interfere with, disrupt, or attempt to overload the Platform
• Reverse-engineer, scrape, or attempt to access non-public APIs
• Submit false KYC documents or fraudulent payment instruments
• Use the Platform for any unlawful purpose (food-safety violations, money-laundering, tax evasion)
• Bypass technical access controls (rate limits, role-based permissions, idempotency keys)

Violations result in suspension and may be reported to law enforcement.

Our handling of your personal data is governed by the SnakTap Privacy Policy, which forms part of these Terms by reference. The Privacy Policy covers your rights under the Digital Personal Data Protection Act, 2023 ("DPDP Act"), including the rights to access, correction, erasure, and grievance redressal, and includes the URLs for self-serve data requests.

The Platform is provided on an "as-is" and "as-available" basis. SnakTap does not warrant the quality, freshness, or fitness of any food prepared by Merchants - that obligation rests with the Merchant under applicable food-safety laws (FSS Act, 2006, and rules issued thereunder).

To the fullest extent permitted by law, SnakTap's aggregate liability arising out of or relating to these Terms shall not exceed the amounts you have paid us in the twelve months preceding the claim. We are not liable for indirect, incidental, consequential, or punitive damages.

In compliance with Rule 3(2) of the Consumer Protection (E-Commerce) Rules, 2020, and DPDP §11(g):

• Grievance Officer: Grievance Officer
• Email: grievance@snaktap.com
• Address: Bengaluru, Karnataka, India
• Response time: within 7 working days of receiving your complaint, with a final resolution within 30 days.

You may also escalate to the Data Protection Board of India under DPDP §27 if you are dissatisfied with our response.

We may update these Terms from time to time. When we do, we will increment the version number above and prompt you to re-accept on your next sign-in. Continued use after a new version is published constitutes acceptance of the updated Terms. The platform records the version of the Terms you accepted and the timestamp on your User account for audit purposes.

These Terms are governed by the laws of India. Any dispute arising out of or relating to these Terms or the Platform shall be subject to the exclusive jurisdiction of the courts at Bengaluru, Karnataka.

For any questions about these Terms, write to support@snaktap.com. For data-protection enquiries, contact our Data Protection Officer Data Protection Officer at info@snaktap.com.