Platform Policies

Grivana — Terms of Use

These Terms of Use ("Terms") govern the use of services made available on or through the mobile application 'Grivana' and any associated website (together, the "Platform", and together with the services made available through it, the "Services"). These Terms include any guidelines, supplemental terms, policies, and disclaimers issued by us from time to time ("Supplemental Terms"), which form an integral part of these Terms. In the event of a conflict between these Terms and any Supplemental Terms on a specific subject matter, the Supplemental Terms shall prevail on that subject matter.

These Terms constitute a binding legal contract between Saimorphix Innovations LLP, a limited liability partnership incorporated under the Limited Liability Partnership Act, 2008 (LLPIN: ADA-0394), having its registered office at D-701, Vaikunt Dham Co-Op Hsg. Soc., CTS No. 163-163/17 to 89, JM Road, Bhandup, Mumbai - 400078 ("Grivana", "we", "us", "our", "Company"), and you, a user of the Services ("User", "you", "your"). By using the Services, you represent that you have full legal capacity and authority to be bound by these Terms.

By using the Services, you agree that you have read, understood, and are bound by these Terms as amended from time to time. If you do not agree to these Terms, please do not use the Services.

1. Services

• The Services include the provision of the Platform that enables you to arrange and schedule laundry and garment-care services with independent, third-party service providers ("Providers").
• As part of the Services, Grivana provides Laundry Services (defined below) to the users, processing, and delivery of laundry, as applicable. Grivana shall remain the sole point of contact and interface with the User in relation to the Services.
• "Laundry Services" means the washing, drying, ironing, folding, dry-cleaning, and related garment-care services offered by Providers, and any other such services as may be listed on the Platform from time to time.
• The term "Services" offered by Grivana does not include the Laundry Services themselves. Grivana does not provide Laundry Services and is not responsible for their provision. Providers are solely liable for the Laundry Services they offer. Providers are not employees, agents, or partners of Grivana and have no ability to bind or represent Grivana.
• The Platform is intended for personal use within India only. If you avail the Services from outside India, you agree that the terms and conditions applicable to that jurisdiction, if any, shall apply.
• A key part of the Services is Grivana's ability to send you text messages, emails, or WhatsApp messages relating to your bookings and, where you have not opted out, promotional communications. You may opt out of promotional messages by contacting us at support@saimorphixinnovations.com, though this may affect our ability to notify you about certain bookings.
• You may be required to furnish identification proof to avail certain Services. Failure to do so may result in your inability to use the Services.
• Laundry Services displayed on the Platform depend on Provider availability at the time of booking.
• Grivana reserves the right to modify, suspend, or discontinue any part of the Services, including pricing or features, at any time without prior notice. Continued use of the Platform after such changes constitutes acceptance of them. Grivana does not guarantee that the Services will be available at all times.

2. Account and Sharing of Details

• To use the Services, you must provide your name, phone number, and email address to register and create an account ("Account"). You must be at least 18 years of age to create an Account.
• Grivana reserves the right to refuse Platform access to new Users, or to suspend or terminate existing Users' access, at its discretion.
• You are solely responsible for maintaining the confidentiality of your Account credentials and for all activity conducted through your Account. Grivana is not liable for loss arising from unauthorized access due to your failure to secure your Account. You must notify us immediately of any unauthorized use of your Account.
• You warrant that all information you provide is accurate and shall promptly notify us of any change, by updating your details on the Platform or emailing us at support@saimorphixinnovations.com.
• You agree to receive communications from us regarding payment requests, information about the Services, and (subject to your consent/opt-out rights) promotional offers.

3. Reviews and Feedback

The Platform may allow you to submit reviews, ratings, or feedback about a Provider ("User Content"), and Providers may similarly provide feedback about you for quality-control purposes. You must not knowingly submit false or misleading reviews. You grant Grivana a non-exclusive, worldwide, royalty-free licence to use, reproduce, and display such User Content for the purpose of operating and promoting the Services. Grivana may remove any User Content that, in its reasonable opinion, violates these Terms.

4. Consent to Use of Data

• You agree that Grivana may use the data you share at the time of registration and through your use of the Services to provide, operate, and improve the Services, including for analytics and service-quality purposes, in accordance with our Privacy Policy.
• You consent to Grivana sharing your information with third-party service providers who support our operations (such as payment processors and cloud/communication vendors), as further described in the Privacy Policy.
• Grivana may be required to disclose your data to law-enforcement or government authorities in connection with legal proceedings or a valid legal request, and you agree that we may do so where required by law.

5. Offers and Discounts

• Grivana may, at its discretion, introduce trials, discounts, or promotional offers ("Offers") on terms communicated at the time of the Offer. Unless stated otherwise, an Offer may be used once per registered address, and Offers may not be combined.
• Grivana may communicate with you about Offers via call, SMS, email, or push notification, and may terminate or modify an Offer at its discretion without prior notice.

6. Bookings

6.1 Placing a Booking: The Platform allows you to request Laundry Services for a time of your choosing, subject to Provider availability. We use reasonable efforts to find an available Provider for your requested slot; if none is available, we will contact you to reschedule or cancel the booking.

6.2 Confirmation: Once the request is accepted, we will display a booking confirmation on the Platform ("Confirmation") and may also notify you via SMS, email, or push notification. Payment must be made in accordance with these Terms to confirm the booking, unless Cash on Pickup/Delivery is offered and selected.

6.3 Cancellation by You: Bookings cancelled before Confirmation are not charged. You may cancel a confirmed booking prior to Provider pickup, subject to the cancellation fee set out in our Cancellation & Refund Policy (Clause 7 below).

6.4 Cancellation by Grivana: Grivana may cancel a booking where: (a) an incomplete or invalid address is provided; (b) the booking appears to be made by a competitor or its affiliate; (c) you request cancellation by contacting us; (d) you are unreachable, or the Pick-up partner has waited at the pickup location, for more than 15 minutes without response; or (e) Grivana is unable to service the booking, in which case a refund will be offered at Grivana's discretion.

7. Charges, Fees, Payments, and Cancellation/Refund Policy

7.1 Charges and Fees:

• Delivery Charge: the amount charged for pickup and delivery.
• Technology/Platform Fee: payable to Grivana for facilitating the booking, operational cost, app maintenance, and customer support.
• Convenience Fee: may be charged at Grivana's discretion for servicing remote locations or specific circumstances.
• Surge Fee: may be levied during periods of high demand to balance supply and demand.
• Applicable taxes, including GST, will be levied on the above as required by law.

Grivana will notify you of applicable Charges, Fees, and payment methods at the time of booking. Payment may be made via credit/debit card, net banking, UPI, wallets, or (where offered, at Grivana's discretion) cash on pickup/delivery. Grivana may amend Charges and Fees at any time at its discretion; such changes will not affect bookings already confirmed. Charges and Fees paid are final and non-refundable except as set out in this Clause 7, as required by applicable law, or as otherwise determined by Grivana at its discretion.

7.2 Payment Processor: We may use a third-party payment processor ("Payment Processor") to process your payments. Such processing is additionally subject to the Payment Processor's own terms. We are not liable for errors of the Payment Processor. Where a payment is unsuccessful, any amount debited will be refunded per the Payment Processor's applicable terms. If you are redirected to a third-party payment processor, you may become subject to its terms and privacy policy, for which Grivana is not responsible.

7.3 Cancellation Fees and Refunds:

• Cancellations made free of charge: up to 2 hours before the scheduled pickup slot.
• Cancellations after this window, or after a pick-up partner has been dispatched: a cancellation fee of Rs. 60/- may apply.
• If a Pick-up partner fails to arrive within the confirmed window without communication, you may cancel free of charge and receive a full refund of any amount already collected.
• Approved refunds are processed to the original payment method within 5–7 business days, subject to the Payment Processor's timelines.
• Rescheduling a confirmed booking is permitted, subject to Pick-up partner availability, via the App.

7.4 Tipping: Grivana does not designate any part of your payment as a tip or gratuity to the pick-up partner. You are free, but under no obligation, to provide an additional voluntary payment to the pickup partner for good service.

8. Garment Care and Liability

Grivana performs the laundry, dry-cleaning, and ironing services directly through its own third-party facilities and/or trained personnel, and exercises reasonable diligence and quality control in the performance of such services.

8.1 Provider's Liability: The Provider fulfilling a booking is primarily responsible for loss of, or damage to, garments occurring during collection, processing, or delivery, subject to the exclusions in Clause 8.3.

8.2 Grivana's Liability for Damage or Loss:

(a) Default Liability (No Insurance Opted): In the absence of the Customer opting for Garment Protection/Insurance under Clause 8.2(b), Grivana's liability for proven damage or loss to a garment during the course of the Service is limited to three (3) times the applicable service charge for the affected garment, or ₹250 per garment, whichever is lower, payable as service credit.

(b) Optional Garment Protection/Insurance: Grivana may offer Customers an optional Garment Protection/Insurance scheme ("Insurance") at an additional charge, at the time of booking or order placement. Where a Customer opts for and pays for such Insurance: This provides extended coverage up to ₹1,000 per garment. (i) All claims under the Insurance are subject to the Customer furnishing proof of damage/loss and applicable garment valuation. (ii) Insurance is optional. Customers who do not opt for Insurance shall remain governed by the default liability limit under Clause 8.2(a).

8.3 Exclusions:

• Pre-existing damage, general wear and tear, or inherent fabric defects (including shrinkage, colour bleeding, or loose embellishments).
• Items without care labels, or requiring special handling not disclosed at pickup.
• Ornaments, buttons, sequins, or other accessories attached to garments.

8.4 Claim Window and Customer Responsibilities:

• Report damage or loss within 48 hours of delivery via the App; claims after this window will not be entertained.
• Check pockets and remove valuables before handover.
• Declare delicate fabrics or special-care requirements at pickup.
• Verify garment count at delivery.

9. Customer Conduct

• Grivana prohibits discrimination against Providers on the basis of race, religion, caste, national origin, disability, sexual orientation, sex, marital status, gender identity, age, or any other characteristic protected under applicable law, including refusal of service on any such basis.
• You must treat Pick-up partners with courtesy and respect, and provide a safe, clean, and accessible location for pickup and delivery. Pick-up partners may decline to collect or deliver garments where the location is unsafe, or where you behave in a discourteous, abusive, or inappropriate manner.
• Grivana may restrict your access to the Services at its discretion if you behave towards a Pick-up partner in a manner it deems inappropriate or unlawful.
• If a Pick-up partner behaves in a manner that is discourteous, abusive, or unlawful, you must report the incident to support@saimorphixinnovations.com within 24 hours.

10. Third-Party Services

The Platform may link to or include services or content provided by third parties ("Third-Party Services"), such as payment gateways or mapping tools. Third-Party Services are the sole responsibility of the third party providing them, and your use of them is at your own risk and subject to their own terms and privacy policy. Grivana makes no warranty regarding, and accepts no liability for, Third-Party Services.

11. Your Responsibilities

You represent that all information you provide is complete, true, and correct, and undertake to promptly notify us of any change. We accept no liability for loss arising from information that is incorrect, incomplete, or misleading, or from your failure to disclose a material fact. You shall not: use the Services for any unlawful or fraudulent purpose; attempt to gain unauthorized access to the Platform or its systems; interfere with or disrupt the Services; reverse-engineer or decompile the Platform; or impersonate any other person.

12. Disclaimer of Warranties

• The Services are provided on an "as is" and "as available" basis. To the maximum extent permitted by law, Grivana disclaims all warranties, express or implied, including fitness for a particular purpose, and makes no warranty that the Services will meet your requirements.
• Grivana does not conduct comprehensive background verification of Providers and is not liable for any acts or omissions of a Provider during the performance of Laundry Services, including damage they may cause, except as expressly set out in Clause 8. By booking through the Platform, you enter into a contract with the Provider for those services; Grivana makes no warranty regarding the Provider's performance of that contract.
• Grivana does not guarantee the reliability, quality, or suitability of any Provider.

13. Limitation of Liability

• To the fullest extent permitted by law, Grivana, its officers, directors, employees, and agents shall not be liable for any indirect, incidental, consequential, punitive, or exemplary damages, including loss of business, revenue, or anticipated profits, arising out of or relating to these Terms or your use of the Services.
• Except in respect of Clause 8 (Garment Care and Liability), Grivana's total liability to you in connection with these Terms and a specific booking shall not exceed the higher of the amount paid by you for that booking, or ₹2,000, per claim.
• Nothing in these Terms excludes or limits any warranty or liability that cannot lawfully be excluded or limited.

14. Indemnity

You shall indemnify and hold harmless Grivana, its officers, employees, directors, and agents from any claim, loss, liability, or cost (including reasonable legal fees) arising out of your access to or use of the Services, your violation of these Terms, or any violation of these Terms by a third party using your Account.

15. Grievance Redressal

In accordance with the Information Technology Act, 2000 and the Consumer Protection (E-Commerce) Rules, 2020, the details of our Grievance Officer are:

• Name: Ameet Punamiya
• Designation: Chief Executive Officer
• Address: D-701, Vaikunt Dham Co-Op Hsg. Soc., CTS No. 163-163/17 to 89, JM Road, Bhandup, Mumbai - 400078
• Phone: +91 9136662022
• Email: info@saimorphixinnovations.com
• Hours: Monday–Friday, 10:00 a.m.–6:00 p.m.

We will acknowledge grievances within 48 hours and endeavour to resolve them within the timelines prescribed under applicable law.

16. Jurisdiction, Governing Law, and Dispute Resolution

• These Terms are governed by the laws of India. Subject to the arbitration clause below, courts at Mumbai, Maharashtra shall have exclusive jurisdiction.
• Any dispute arising out of these Terms shall be resolved by arbitration in Mumbai, Maharashtra under the Arbitration and Conciliation Act, 1996, before a sole arbitrator appointed by Grivana. The arbitration shall be conducted in English, kept confidential, and the arbitrator's decision shall be final and binding. Each party shall bear its own costs.

17. Miscellaneous

• Changes to Terms: We may revise these Terms at any time; changes are effective upon posting. Continued use of the Platform after posting constitutes acceptance.
• Severability: If any provision is held unlawful or unenforceable, the remaining provisions continue in effect.
• Assignment: You may not assign your rights or obligations under these Terms without our prior written consent. We may assign our rights to an affiliate or successor without notice to you.
• Force Majeure: We are not liable for any delay or failure in performance caused by circumstances beyond our reasonable control, including strikes, utility or telecom failure, acts of God, war, riot, pandemic, or compliance with a government order.
• Notices: Formal notices to us should be sent to: D-701, Vaikunt Dham Co-Op Hsg. Soc., CTS No. 163-163/17 to 89, JM Road, Bhandup, Mumbai – 400078
• Third-Party Rights: No third party has any right to enforce any term of this agreement.