Terms & Conditions

0. Definitions

“DormDash”, “we”, “us” or “the Company” means Dormdash Networks Private Limited. “User”, “you” means any person using the DormDash Platform. “Requester” means a User who creates a Task requesting a delivery or a marketplace order. “Dasher” or “Driver” (a “delivery partner”) means a User who accepts and performs a Task. “Task” means a delivery request or marketplace order created by a Requester. “Marketplace” means the catalogue of items listed by campus stores, stalls, and clubs (“Partners”) that Requesters can browse and order through the Platform. “Wallet” means the in-app DormDash wallet used to store funds and settle transactions. “Student Pass” means any subscription or promotional pass sold through the Platform. “Platform” means the DormDash mobile application, website, backend systems, and any related services. “In-app transaction” means any transaction recorded and settled through the DormDash Wallet.

1. Eligibility, Registration & Accounts

• Age requirement. You must be 18 years or older to register for or use DormDash. By registering you represent and warrant that you satisfy this age requirement.
• University affiliation. DormDash is available only to currently enrolled students of participating universities. You may add your institutional email address, roll number or student ID, and academic year to your profile so other students and DormDash can recognise you as a member of your campus community.
• Account accuracy. You must provide accurate, current and complete information. Providing false or misleading information is grounds for immediate suspension or termination.
• One account per person. Each natural person may hold only one DormDash account. Operating multiple accounts is prohibited and may result in immediate termination and forfeiture of any wallet funds.
• Your responsibilities. You are responsible for all activity that occurs under your account, and for promptly reporting any suspected unauthorised access.

2. Wallet, Payments & Passes

• In-app wallet exclusive. All DormDash payments, purchases (including Student Pass), refunds, fees, penalties and compensation are processed exclusively through the DormDash Wallet. DormDash does not recognise or mediate payments made outside the Wallet (cash, bank transfers, UPI outside the Wallet, or peer-to-peer payments). Any off-platform cash or direct payment arrangement is entered into at Users' own risk and is outside DormDash's responsibility.
• Wallet funding & limits. Wallet funding and limits, subject to change: minimum single deposit ₹20; maximum single deposit ₹10,000; maximum daily deposit limit ₹50,000. Deposits are processed via our payment gateway partner (Section 5 of the Privacy Policy). DormDash reserves the right to modify limits and set risk-based limits per user.
• Withdrawals. Withdrawals are processed only to the registered UPI ID associated with your account. Minimum withdrawal amount ₹80; maximum daily withdrawal ₹25,000; processing time is typically instant. DormDash reserves the right to hold or delay withdrawals pending fraud or compliance verification.
• Non-refundable fees & negative balances. Platform fees, convenience fees and late fees are non-refundable except where DormDash has verified a system error. If chargebacks, penalties or reversals result in a negative wallet balance, you must settle outstanding sums within 7 days. Failure to clear negative balances may result in account suspension, collection actions, and university notification.
• Dormant accounts. Wallet balances in accounts inactive for 365 days may be subject to DormDash notice and, after 30 days without response, balance forfeiture in accordance with applicable law.
• Fraud controls. DormDash applies transaction velocity checks, fraud detection, and AML/KYC controls, and maintains audit logs for financial transactions.

3. Deliveries & Marketplace Usage

3.1 Task creation & accuracy

Requesters must provide accurate descriptions, quantities and delivery instructions, and are responsible for ensuring sufficient wallet balance when creating a prepaid Task.

3.2 Marketplace & Partner stores

The Marketplace lets Requesters browse items listed by campus stores, stalls, and clubs (Partners) and place orders for delivery or self-pickup. DormDash supports differentiated store flows: postpaid stores, where items are charged after pickup, and prepaid stores, where item cost is collected up front. Item availability, pricing, and fulfilment of a specific order remain the responsibility of the listing Partner; DormDash facilitates discovery, ordering, payment, and delivery logistics between Requesters, Partners, and delivery partners.

3.3 Verification at pickup & delivery

Delivery partners must verify items at pickup against the Task description and upload requested proof (such as a photo or barcode scan) where the system requires it. Requesters must verify items at delivery. Disputes about item accuracy must be raised within 15 minutes of Task completion; after that time the Task is deemed accepted unless exceptional evidence is provided.

3.4 Substitutions

Delivery partners shall not substitute items without explicit in-app consent from the Requester. Unauthorized substitutions may trigger penalties and wallet deductions.

3.5 Delivery partner conduct

Delivery partners are independent Users of the Platform, not employees or agents of DormDash. Delivery partners must complete Tasks honestly, verify items accurately, and confirm handoffs using the in-app OTP flow rather than off-platform arrangements.

4. Refunds & Cancellations

• Requester cancels before acceptance. Full refund to your Wallet, less a processing fee of ₹2.
• Requester cancels after acceptance. The assigned delivery partner may receive cancellation compensation of up to 50% of the delivery fee, deducted from the Requester's refund.
• Delivery partner cancels after accepting. A strike is recorded on the delivery partner's profile; three strikes result in a temporary ban, applied under DormDash's strike policy.
• Unavailable items. For postpaid stores, if an item is unavailable both parties must confirm this in-app and the corresponding amount is automatically refunded. For prepaid stores, refunds for unavailable items are subject to store policies and DormDash's processing rules. Partial refunds are issued where a delivery is only partially fulfilled.
• Student Pass. You may cancel your Student Pass subscription at any time from within the application. Cancellation stops future renewals; the pass remains active until the end of the period already paid for, and part-period amounts are not refunded.
• Account deletion. On deletion of your account, DormDash will refund your remaining wallet balance to your registered UPI ID, after deducting any pending fees, penalties, or reversals, subject to verification and any applicable hold period.

All refunds are credited to your DormDash Wallet or registered UPI ID only, consistent with the in-app wallet exclusive rule in Section 2.

5. Late Fees, Claims & Penalties

• Grace period. When a delivery partner marks arrival, the Requester has a 5-minute grace period to meet for pickup.
• Late fee calculation & cap. The late fee rate is ₹2 per minute, or fraction thereof, after the grace period, capped at ₹100 per Task. Late fees are levied against the Requester's wallet and may be applied to their next Task.
• "Can't Find Deliverer" claims. A Requester who genuinely cannot locate the delivery partner may submit a "Can't Find Deliverer" claim, which stops late fee accrual immediately. False or abusive claims are penalized: a first warning, then a ₹50 penalty and possible suspension for repeat offences. DormDash monitors claim frequency for abuse.
• Server time authority. All timing and fees are calculated using DormDash server timestamps. Device time discrepancies are not valid grounds for fee reversal.
• Outstanding late fees. Unpaid late fees are auto-deducted from future wallet balance; fees outstanding for over 30 days may result in account restrictions.

6. Prohibited Activities

• Prohibited items. You may not use DormDash to order, request, list, or deliver: alcohol or alcoholic beverages; tobacco, vaping devices, or e-cigarettes; prescription medications or controlled substances; weapons, explosives, or hazardous chemicals; counterfeit, stolen, or illicit goods; or any item prohibited by university policy or local law.
• Dishonest delivery conduct. Marking undelivered items as delivered, falsifying proof of delivery, or misrepresenting item availability is strictly prohibited.
• Platform abuse. Operating multiple accounts, submitting false safety or "Can't Find Deliverer" claims, manipulating the ratings system, or attempting to circumvent the in-app wallet for payments is prohibited.
• Harassment & unlawful conduct. Harassment, discrimination, stalking, threats, or any unlawful conduct towards another User is strictly prohibited.
• Platform security. Reverse engineering, unauthorized scraping, or attempting to gain unauthorized access to DormDash's systems is prohibited (see also Section 10).
• Consequences. Violation of this Section will result in immediate suspension, wallet forfeiture where applicable, and reporting to university authorities or law enforcement where appropriate.

7. Safety, Privacy & Community Standards

• Gender-based visibility & consent. By default, Tasks are visible primarily to delivery partners of the same gender for safety. Cross-gender Task acceptance requires explicit Requester consent where configured. Misrepresenting gender is grounds for immediate suspension.
• Anti-harassment & conduct. DormDash has zero tolerance for harassment, discrimination, stalking, threats, or any unlawful conduct. Reported violations will result in immediate suspension pending investigation and may lead to permanent bans and law enforcement referral.
• In-app communication. All communication should take place through DormDash messaging. Sharing personal contact details is at Users’ own risk; DormDash is not liable for communications outside the Platform. DormDash provides in-app reporting, chat moderation, and an emergency/panic report function.

8. Platform Role & Limitation of Liability

• Intermediary status. DormDash is a technology platform that connects Requesters, delivery partners, and marketplace Partners. DormDash does not operate physical delivery services, does not prepare store items, and is not an employer of delivery partners.
• No guarantee of service. DormDash does not guarantee delivery-partner availability, inventory accuracy at Partner stores, timeliness of delivery, or item quality.
• Limitation of liability. To the fullest extent permitted by law, DormDash's aggregate monetary liability with respect to any claim or series of related claims shall not exceed the lesser of (i) the actual transaction amount in dispute, or (ii) ₹500. This limitation applies irrespective of the legal theory under which the claim arises.
• Indemnification. You agree to indemnify, defend and hold DormDash and its officers, directors and agents harmless from any third-party claims, damages, losses or expenses, including legal fees, arising from your breach of these Terms or your use of the Platform.
• Force majeure. DormDash is not liable for failures caused by events outside its reasonable control, including natural disasters, strikes, university closures, pandemics, power outages, or government action.

9. Dispute Resolution, Mediation & Arbitration

• Wallet-based disputes only. DormDash will mediate only disputes that involve in-app wallet transactions, and will not adjudicate disputes involving cash or off-platform transfers.
• Informal resolution. Users must first attempt resolution via in-app chat. If unresolved within 24 hours, either party may file a dispute through Help & Support with the Task ID and supporting materials.
• DormDash mediation. DormDash will review disputes and respond within 48 hours. DormDash's decision, after reasonable investigation, is final and binding for in-app wallet resolution purposes.
• Arbitration. For monetary disputes exceeding ₹5,000 that are not resolved via mediation, the parties agree to binding arbitration under the Arbitration and Conciliation Act, 1996, held in Hyderabad, Telangana, India, in English. Each party bears its own costs unless the arbitrator decides otherwise. By agreeing to arbitration, Users waive the right to participate in class actions.

10. Intellectual Property & Data

• Platform ownership. Dormdash Networks Private Limited owns or licenses all intellectual property in the Platform, including its software, APIs, UI/UX, logos, and content. Users are granted a non-exclusive, revocable license to use the Platform in accordance with these Terms.
• No unauthorized use. Any unauthorized copying, reverse engineering, reproduction, distribution or commercial exploitation of DormDash's technology, in whole or in part, is strictly prohibited and will be pursued to the maximum extent permitted by law.
• User content licence. By submitting content, such as photos, reviews, or messages, you grant DormDash a non-exclusive, worldwide, royalty-free licence to use, reproduce, modify and display that content for Platform operation, marketing, analytics, and improvement, subject to the privacy rules in our Privacy Policy.
• Data collection & retention. See our Privacy Policy for full detail on what data DormDash collects and how long it is retained.

11. Termination & Suspension

• User termination. You may delete your account at any time; see Section 4 for how your remaining wallet balance is handled.
• Grounds for suspension or termination. DormDash may suspend or terminate accounts for fraud, dishonest delivery conduct, harassment, policy violations, repeated late or false claims, payment defaults, or university directives.
• Wallet penalties for dishonest delivery. Where a delivery partner is found, after reasonable investigation, to have committed a dishonest act described in Section 6, DormDash may deduct the full Task value from the delivery partner's wallet, impose an additional penalty of up to twice the delivery fee for that Task, freeze the wallet during investigation, suspend or permanently ban the delivery partner, and report the conduct to university authorities and law enforcement where appropriate.
• Appeals. Users may appeal a suspension or termination decision within 30 days by emailing support@dormdash.in with relevant evidence. DormDash's decision following appeal is final pending arbitration under Section 9.

12. Changes to These Terms

DormDash may modify these Terms from time to time. Material changes will be communicated via email or in-app notification at least 14 days prior to taking effect where practicable. Continued use of the Platform after the effective date constitutes acceptance of the revised Terms.

13. Miscellaneous

• Severability. If any provision of these Terms is found unenforceable, the remainder remains in effect.
• Waiver. DormDash's failure to enforce any right is not a waiver of that right.
• Entire agreement. These Terms, together with our Privacy Policy and any referenced policies, constitute the entire agreement between you and DormDash regarding use of the Platform.
• Governing law. These Terms are governed by the laws of India. Any dispute not subject to arbitration under Section 9 shall be subject to the exclusive jurisdiction of the courts at Hyderabad, Telangana, India.
• Contact. For support, disputes, or general inquiries: support@dormdash.in. For data-protection and privacy queries, contact our Grievance Officer as set out in the Privacy Policy.