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Food Delivery

Terms & Conditions

Last Updated: January 2026

Welcome to PUMATO. These Terms and Conditions (“Terms”) govern your access to and use of PUMATO's food delivery services, operated through WhatsApp, our website, or any future digital platform (collectively, the “Service”).

1. About PUMATO

PUMATO is a student-run campus food delivery service operating exclusively within Pondicherry University.

“To fulfill the daily food needs of the student community, through students themselves.”

Role of PUMATO

PUMATO acts solely as an intermediary delivery facilitator between Users (“Customers”) and third-party restaurants or food vendors. PUMATO:

  • Does not prepare, cook, manufacture, or sell food.
  • Is not a restaurant or food provider.
  • Is responsible only for collecting food from vendors and delivering it to the User's designated campus location.

2. Ordering Process

Order Placement

Orders are accepted only through the official PUMATO WhatsApp number: https://wa.me/919048086503

Required Information

Users must provide accurate details: Full name, Contact number, Hostel/Department, Room number, Selected restaurant, and a clear list of food items.

Order Confirmation & Availability

Orders are confirmed only after acknowledgment and sharing of the final payable amount. PUMATO does not guarantee item availability.

3. Pricing, Delivery Fees & Payments

  • Standard Fee: ₹30 per order.
  • Peak/Complex Orders: Additional charges (₹10-₹40+) apply for multiple restaurants, peak hours, weather, or complex deliveries.
  • Food Pricing: Set entirely by the restaurant. Final price may differ from menu due to parcel charges (₹5-10) or GST.
  • Payments: Must be completed via UPI before delivery. Proof of payment (screenshot) is required.

4. Delivery Policy

Delivery times are estimated and not guaranteed. Delays may occur due to restaurant preparation, campus traffic, weather, or high volume. Services may be paused during heavy rain or operational rush.

5. Cancellations & Refunds

  • User Cancellations: Not permitted once food preparation has started.
  • PUMATO Cancellations: Refund issued if the restaurant is closed or items are unavailable.
  • Service Issues: Partial/full refund of the delivery fee ONLY if delay is solely PUMATO's fault.

6. Food Quality & Responsibility

Food quality, taste, hygiene, preparation, packaging, and portion size are the sole responsibility of the restaurant. PUMATO is not liable for dissatisfaction but may assist in communication.

6A. Item Images & Visual Representation Disclaimer

Item images displayed on PUMATO platforms may be illustrative or AI-generated. The actual food delivered may differ in appearance, portion, or plating from the displayed image.

7. User Conduct

Users must treat student delivery partners with respect. Abuse, harassment, threats, or refusal to pay will result in temporary suspension or permanent restriction.

8. Limitation of Liability

PUMATO is not liable for health concerns, indirect losses, or disputes between Users and restaurants. Responsibility is limited to logistics facilitation.

9. Rider Access Policy

Delivery partners cannot enter hostel rooms or restricted zones. Users must collect orders at the agreed point. If unreachable for 10 minutes, the order may be marked failed without refund.

4. User Responsibilities

  • You must provide accurate pickup and drop-off information.
  • You must be available to hand over and receive the package at the designated times.
  • You agree not to use the service for any illegal purposes.
  • We are not liable for packages left unattended at your request.

5. Liability & Insurance

While we take utmost care of your packages, our liability is limited.

  • We are not liable for damage to fragile items not properly packed by the user.
  • We do not offer insurance for high-value items unless explicitly stated.
  • Our maximum liability for lost or damaged packages is limited to the service fee, unless otherwise required by law.
  • We are not responsible for delays caused by traffic, weather, or other unforeseen circumstances ("force majeure").

10. Promotional Offers & Promo Codes

  • Promo codes are first-come, first-served and may have limits or expiry.
  • User is responsible for applying codes correctly. Leaked or expired codes won't be reissued.
  • Abuse or tampering results in an immediate and permanent ban.

11. Service Suspension

PUMATO reserves the right to pause operations or refuse service to any User violating these Terms.

12. Modifications

Terms may be updated at any time without notice. Continued use constitutes acceptance of the revised Terms.

© 2026 PUMATO. All rights reserved.