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Terms of Service

The rules and conditions governing your use of Grocito.

Last Updated: 29 May 2026
Entity: Grocito Online Private Limited

1. Acceptance of Terms and Definitions

By registering for, accessing, or using the Grocito CRM platform ("Platform", "Service") operated by Grocito Online Private Limited ("Grocito", "we", "us", "our"), a company with its principal place of business in J979, C/o Hanuman Sahay Gupta, Raja Colony, Dausa (303303), Rajasthan, India.
And
You ("Customer", "Tenant", "User", "Client") agree to be bound by these comprehensive Terms of Service ("Terms").

  • "Platform" refers to the Grocito CRM web application, mobile applications, APIs, and integrated add-ons.
  • "Customer Data" refers to any leads, contacts, files, or communications uploaded or generated by you within the Platform. If you are entering into these Terms on behalf of a company or other legal entity, you represent that you have the authority to bind such entity to these Terms. If you do not have such authority, or if you do not agree with these Terms, you must not accept these Terms and may not use the Service.

2. Provision of Service and Multi-Tenant Architecture

Grocito CRM is a multi-tenant, cloud-based Customer Relationship Management (CRM) Software-as-a-Service (SaaS). We provide tools for lead management, omnichannel communication (Email, SMS, WhatsApp, Voice), AI-assisted analysis, and business utilities. Features available depend strictly on the subscription tier and paid add-ons selected by the Customer. We reserve the right to update, modify, or discontinue features of the Service at our sole discretion, with reasonable notice provided for material changes.

3. Account Registration, Security, and KYC

  • 3.1 Account Creation: You agree to provide accurate, current, and complete information during the registration process.
  • 3.2 Security: You are solely responsible for safeguarding your login credentials and for all activities that occur under your account, including actions taken by team members you invite. Grocito cannot and will not be liable for any loss or damage arising from your failure to secure your account.
  • 3.3 Know Your Customer (KYC): To comply with Indian regulatory frameworks and prevent fraud, Grocito reserves the right to request KYC documentation (such as GSTIN, PAN, and business registration certificates) at any time. Failure to provide verified KYC documents may result in immediate suspension of communication features or account termination.

4. Billing, Subscriptions, and Auto-Renewal

  • 4.1 Subscription Fees: The Service is billed on a prepaid basis (monthly, quarterly, or annually). All fees are exclusive of applicable taxes (e.g., GST) unless stated otherwise.
  • 4.2 Upgrades and Downgrades: Upgrading your plan will result in an immediate, pro-rated charge. Downgrades will only take effect at the end of your current billing cycle.
  • 4.3 Platform Wallet: Customers may load funds into a digital "Grocito Wallet" for auto-renewals, SMS credits, and AI credits. Wallet balances are strictly non-refundable, non-transferable, and non-redeemable for fiat currency. You are responsible for maintaining a sufficient wallet balance. We are not liable for service interruptions caused by insufficient funds.
  • 4.4 Price Changes: Grocito reserves the right to adjust pricing at any time. Existing customers will receive a minimum of 30 days' notice before price changes apply to their next billing cycle.

5. Acceptable Use and Telecom Compliance (Strictly Enforced)

You agree to use the Platform strictly for lawful business purposes. Grocito provides the software interface but is not a telecom operator. You explicitly agree to the following:

  • 5.1 Telecom Regulations: You must strictly comply with the Telecom Regulatory Authority of India (TRAI) guidelines. You are solely responsible for DLT (Distributed Ledger Technology) registration and template scrubbing before sending bulk SMS or utilizing Cloud Telephony.
  • 5.2 WhatsApp and Meta Policies: You must adhere to the WhatsApp Business Commerce and Messaging Policies. Grocito is not liable if Meta blocks or bans your number due to spam complaints or policy violations.
  • 5.3 Anti-Spam (Zero Tolerance): You shall not use the Platform to transmit unsolicited commercial messages (Spam), phishing links, malware, or deceptive content.
  • 5.4 Infrastructure Abuse: You shall not attempt to reverse-engineer, scrape, DDoS, or bypass the multi-tenant isolation protocols of the Platform. Penalty for Breach: Violation of this Acceptable Use Policy will result in immediate, permanent account termination without refund, and potential reporting to law enforcement or telecom authorities.

6. Artificial Intelligence (AI) Features and Liability Disclaimer

  • 6.1 "As-Is" AI Provision: The Platform utilizes third-party large language models (e.g., Google Gemini) to provide lead scoring, email drafting, chat summarization, and auto-replies. These features are provided "AS IS" and "AS AVAILABLE".
  • 6.2 AI Hallucinations and Errors: You acknowledge that AI technology is experimental and prone to generating inaccurate, biased, or contextually inappropriate content ("hallucinations").
  • 6.3 Human Oversight Required: You are strictly required to review, verify, and approve all AI-generated content before sending it to clients or executing business decisions based on AI lead scoring.
  • 6.4 Waiver of AI Liability: Under no circumstances shall Grocito be held liable for any lost revenue, reputational damage, lost contracts, or legal claims arising from your reliance on AI-generated outputs, automated chat replies, or AI lead summaries.

7. Intellectual Property and Data Ownership

  • 7.1 Customer Data: You retain complete ownership of your Customer Data (leads, client lists, communications). You grant Grocito a worldwide, royalty-free, limited license to host, process, and display this data strictly for the purpose of operating the Service for you.
  • 7.2 Grocito Property: The Platform, its source code, UI/UX designs, algorithms, workflows, and trademarks are the exclusive property of Grocito Online Private Limited. You are granted a revocable, non-exclusive, non-transferable license to use the Platform.
  • 7.3 Feedback: Any feedback, feature requests, or suggestions you provide may be used by Grocito to improve the Platform without any obligation to compensate you.

8. Third-Party Services, Plugins, and External APIs (Limitation of Liability)

Grocito CRM relies on various third-party service providers, external APIs, and plugins to deliver omnichannel capabilities (including but not limited to Meta for WhatsApp, Google/Gemini for AI, Fast2SMS for text messaging, TeleCMI for cloud telephony, and Razorpay/Zoho for payments). By using the Platform, you explicitly acknowledge and agree to the following:

  • 8.1 No Guarantee of Uninterrupted Service: We do not control these third-party providers. Grocito shall not be held liable for any service interruptions, latency, data delivery failures, or complete outages caused by third-party infrastructure failures, telecom network drops, or regional internet blocks.
  • 8.2 API Changes and Deprecation: Third-party providers may change, throttle, or deprecate their APIs or services at any time without notice. If a third party discontinues a service or modifies their API in a way that breaks integration with Grocito CRM, we will make reasonable efforts to find alternatives, but we are not liable for the loss of that functionality, nor does it entitle you to a refund.
  • 8.3 Third-Party Account Suspensions: Providers like Meta (WhatsApp Business) and telecom operators have strict spam and commerce policies. If your integrated third-party account is restricted, banned, or blocked due to your communication practices, Grocito is not responsible for any resulting loss of business. We cannot reverse third-party bans.
  • 8.4 Third-Party Terms Compliance: Your use of integrations and plugins is subject to the respective terms of service and privacy policies of those third-party providers. It is your responsibility to read and comply with them.
  • 8.5 Force Majeure regarding Third Parties: Any failure of a third-party plugin or service provider (including bankruptcy, regulatory shutdown by the Indian government, or withdrawal from the Indian market) constitutes a Force Majeure event. Grocito bears no financial or legal liability for the downstream impact on your business operations.

9. E-Commerce Module and Merchant Storefronts

  • 9.1 Nature of the Platform and Bipartite Contract The Grocito E-commerce module provides a software framework for you ("Customer", "Tenant", "Merchant") to create an online store. We operate strictly as an IT intermediary and facilitator. You acknowledge and agree that any contract for the sale of products or services is a strictly bipartite (two-party) contract between You and Your buyer. Grocito is not a party to this contract. We do not take possession of, hold title to, or hold any interest in the products you sell. We do not determine, advise on, or involve ourselves in the commercial terms (price, shipping costs, warranties, after-sales service) offered to your buyers.
  • 9.2 Merchant Obligations and Listing Accuracy

By listing products or services on your Grocito-powered storefront, you represent, warrant, and agree that:

·        Legal Right to Sell: You possess all necessary licenses, legal rights, and title to sell the listed items.

·        Listing Accuracy: All descriptions, images, and other content correspond directly with the actual appearance, nature, and quality of the products. You shall not exaggerate or mislead buyers. If a product description does not match the actual product, you are solely responsible for refunding the buyer.

·        Stock Availability: All listed products must be kept in stock for the successful fulfillment of orders. Grocito is not liable for damages or negative reviews resulting from out-of-stock or back-ordered items.

·        No Circumvention: Soliciting business offline or outside of the Platform with buyers acquired through Grocito integrations is prohibited.

  • 9.3 Prohibited and Counterfeit Goods

You shall not list, sell, or promote any illegal, counterfeit, hazardous, or restricted goods. This includes, but is not limited to: narcotics, unlicensed pharmaceuticals, weapons, adult/pornographic content, gambling services, stolen goods, or any item that infringes upon the intellectual property rights (copyright, trademark, patent) of any third party. Grocito reserves the right to immediately delete such listings and suspend your account without notice.

  • 9.4 Direct Payment Integration and Zero Fund Holding

·        No Payment Collection: Grocito is strictly a technology software provider. We do not collect, hold, process, or remit any funds on behalf of you or your buyers.

·        Direct Integration Model: To accept online payments, you must integrate your own third-party payment gateway accounts (e.g., Razorpay, Stripe, Cashfree, PayU) into the E-commerce module. By doing so, you acknowledge that all financial transactions occur directly between the buyer and your chosen payment gateway.

·        Zero Fiduciary Duty: Because Grocito never touches the transaction funds, we act neither as a trustee, payment aggregator, nor in a fiduciary capacity.

·        Disputes and Settlements: Any issues regarding delayed settlements, failed transactions, refunds, chargebacks, or gateway account suspensions are strictly between you, the buyer, and your payment gateway provider. Grocito cannot intervene in, and bears absolutely no liability for, payment disputes or lost funds.

  • 9.5 Fulfillment, Logistics, and Delivery

If you utilize any integrated logistics or delivery plugins provided through Grocito:

·        Accurate Declarations: You undertake to make a true, correct, and factual declaration regarding the description, weight, and value of the products to the logistics provider.

·        Penalty for Misdeclaration: If the declared weight/dimensions are incorrect, you will be liable to pay additional shipping charges and penalty fees levied by the logistics provider.

·        Transit Disputes: Any disputes related to orders lost in transit, Return to Origin (RTO), or undelivered items must be raised strictly within the timelines dictated by the specific third-party logistics provider. Grocito is not liable for lost, damaged, or stolen shipments.

  • 9.6 Customer Support and Grievance Redressal 

You are solely responsible for providing customer support to your buyers. In case of complaints from your buyers pertaining to efficacy, quality, delivery, or refunds, Grocito’s sole responsibility shall be to redirect the buyer to your provided contact details. Grocito will not mediate, intervene, or take responsibility for resolving disputes between you and your buyers.

  • 9.7 Disclaimer of Endorsement

Grocito does not implicitly or explicitly support or endorse the sale or purchase of any specific products or services on your storefront. We do not make any representations regarding your creditworthiness or the bona fides of your business. We will not be responsible for any damage or harm resulting from your interactions with your buyers.

  • 9.8 Specific E-Commerce Indemnification

In addition to the general indemnification in Section 12, you agree to fully defend, indemnify, and hold harmless Grocito against any claims, actions, damages, liabilities, or penalties arising from: (a) Your failure to deliver products/services or defective/harmful products sold through your store; (b) Any consumer court notices or regulatory actions initiated by your buyers against Grocito; (c) Chargebacks, fraud claims, or fines imposed by payment gateways due to your storefront activity; (d) Any violation of the Consumer Protection (E-Commerce) Rules, 2020, or applicable tax laws (e.g., GST evasion).

  • 9.9 Taxation (GST/TCS)

You are exclusively responsible for determining, collecting, reporting, and remitting any applicable taxes (including GST) on the products or services you sell. Because Grocito does not collect payments on your behalf, you are solely responsible for configuring your tax settings correctly within your payment gateway and ensuring compliance with all e-commerce tax regulations, including any TCS/TDS deductions required by law.

  • 9.10 End-Consumer Data Privacy

·        Merchant Privacy Policy Required: You must clearly display a legally compliant Privacy Policy on your storefront.

·        Consent to Process: You represent that you have obtained explicit consent from your buyers to collect their personally identifiable information (PII) and share it with Grocito (and our integrated third parties) strictly for the purpose of order processing, fulfillment, and communication. You indemnify Grocito against any claims arising from your failure to comply with the Digital Personal Data Protection Act, 2023 (DPDP) or other applicable data privacy laws.

  • 9.11 Store Takedown and Module Suspension

·        Severability of Services: Grocito reserves the right to immediately suspend, unpublish, or permanently disable your E-commerce storefront if we suspect fraud, excessive chargebacks, or violation of these Terms, without necessarily terminating your access to the core Grocito CRM.

·        Cooperation with Authorities: We will comply fully with law enforcement, consumer courts, or regulatory bodies requiring the takedown of illegal listings or freezing of merchant accounts, and we are not liable to you for any resulting loss of revenue.

10. Terms for Use of API, API Deprecation & API Usage Limits

  • 10.1 Technical Skill and Liability for Integration: Integration of Grocito CRM with third-party applications using APIs provided by Grocito requires technical skill. You understand that errors, bugs, or defects in the integration process may cause the loss, corruption, or duplication of Customer Data. You must ensure that you engage technically skilled professionals for the integration. You explicitly agree that Grocito is not liable for any loss, corruption, or exposure of data caused by errors or defects in your custom integrations.
  • 10.2 Undocumented Functionality: You must strictly interact with the API according to the official Grocito API documentation. You must not attempt to access, reverse-engineer, or exploit any functionality, endpoint, or data that is not explicitly exposed in the documentation. Grocito shall not be liable for any consequences, system crashes, or data breaches resulting from your attempt to use unexposed API functionality.
  • 10.3 API Deprecation Policy: Grocito may, at its sole discretion, cease providing the current version of the API, either by discontinuing the API entirely or by upgrading it to a newer version. The current version will then stand deprecated ("Deprecated Version"). When Grocito decides to deprecate a version, you will be notified via a service announcement or email. For a period of six (6) months following this announcement ("Deprecation Period"), Grocito will use commercially reasonable efforts to support the Deprecated Version. You understand that Grocito is under no obligation to provide features of the newer version within the Deprecated Version.
  • 10.4 Early Cessation of Support: Grocito reserves the right to immediately cease supporting a Deprecated Version before the six-month Deprecation Period expires if: (a) Grocito is required to do so by law or regulatory mandate; (b) you have breached any provision of these Terms; or (c) Grocito determines that continuing to support the Deprecated Version poses a security, performance, or stability risk to the Grocito platform or other tenants.
  • 10.5 API Usage Limits (Rate Limiting): To protect the multi-tenant architecture, Grocito may prescribe strict usage limits, including but not limited to the maximum number of API calls per minute/hour, number of records per call, payload size, and bandwidth usage. You are required to implement proper logic (e.g., exponential backoff) and adhere to these limits to avail of uninterrupted service. Grocito reserves the right to throttle, restrict, or suspend your API access if you reach these limits. You understand that an API call may fail or be partially executed if the limits are triggered during a transaction, and Grocito is not liable for any resulting data sync failures.

11. Limitation of Liability

To the maximum extent permitted by applicable Indian law:

  • 11.1 No Warranties: Grocito provides the Service without any warranties, express or implied, including but not limited to warranties of merchantability, fitness for a particular purpose, or non-infringement. We do not guarantee that the Service will be uninterrupted or error-free.
  • 11.2 Consequential Damages: Grocito shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including loss of profits, loss of data, loss of goodwill, or business interruption, even if we have been advised of the possibility of such damages.
  • 11.3 Liability Cap: In no event shall Grocito’s total, cumulative liability arising out of or related to these Terms exceed the total amount paid by you to Grocito in the three (3) months immediately preceding the incident giving rise to the liability.

12. Indemnification

You agree to fully defend, indemnify, and hold harmless Grocito Online Private Limited, its directors, employees, partners, and agents from and against any claims, actions, damages, liabilities, costs, and expenses (including reasonable attorney fees) arising from: (a) Your use or misuse of the Platform; (b) Your violation of these Terms; (c) Your violation of any third-party rights (including data privacy rights of your leads); (d) Any penalties levied by TRAI, Meta, or other regulatory bodies due to your communication practices.

13. Termination and Data Deletion

  • 13.1 By Customer: You may cancel your subscription at any time. Cancellation stops future billing but does not trigger a refund as per our refund policy.
  • 13.2 By Grocito: We may suspend or terminate your access immediately if you violate these Terms, fail to pay invoices, or if your usage poses a security risk to our infrastructure.
  • 13.3 Data Retention Post-Termination: Upon termination, your account will be deactivated. We will retain your Customer Data for thirty (30) days to allow you to export it. After 30 days, your Customer Data will be permanently and irretrievably deleted from our active databases.

14. Governing Law, Dispute Resolution, and Arbitration

These Terms shall be governed by and construed in accordance with the laws of India. Any dispute, claim, or controversy arising out of or relating to these Terms or the breach thereof shall be resolved by binding arbitration administered under the Arbitration and Conciliation Act, 1996.

  • The seat and venue of arbitration shall be Dausa/Jaipur, Rajasthan, India.
  • The courts in Dausa/Jaipur shall have exclusive jurisdiction over any matters requiring judicial intervention.

15. Severability and Entire Agreement

If any provision of these Terms is found to be unenforceable or invalid, that provision will be limited or eliminated to the minimum extent necessary so that these Terms will otherwise remain in full force and effect. These Terms constitute the entire agreement between you and Grocito regarding the use of the Platform.